经济研究导刊
經濟研究導刊
경제연구도간
ECONOMIC RESEARCH GUIDE
2014年
15期
95-101
,共7页
目标产品满意度%支持性服务满意度%顾客忠诚度
目標產品滿意度%支持性服務滿意度%顧客忠誠度
목표산품만의도%지지성복무만의도%고객충성도
target product satisfaction%supportive service satisfaction%customer loyalty
通过提高顾客满意度从而培养忠诚客户一直是企业的营销目标。通过对国内外核心期刊的141篇（英文120篇，中文为21篇）实证研究进行元分析，总样本量为72670。得出结论为：（1）顾客满意度与顾客忠诚度正相关；（2）目标产品满意度对顾客忠诚度的影响程度大于支持性服务满意度对顾客忠诚度的影响；（3）态度忠诚对支持性服务满意度更为敏感，行为忠诚对目标产品满意度更为敏感。
通過提高顧客滿意度從而培養忠誠客戶一直是企業的營銷目標。通過對國內外覈心期刊的141篇（英文120篇，中文為21篇）實證研究進行元分析，總樣本量為72670。得齣結論為：（1）顧客滿意度與顧客忠誠度正相關；（2）目標產品滿意度對顧客忠誠度的影響程度大于支持性服務滿意度對顧客忠誠度的影響；（3）態度忠誠對支持性服務滿意度更為敏感，行為忠誠對目標產品滿意度更為敏感。
통과제고고객만의도종이배양충성객호일직시기업적영소목표。통과대국내외핵심기간적141편（영문120편，중문위21편）실증연구진행원분석，총양본량위72670。득출결론위：（1）고객만의도여고객충성도정상관；（2）목표산품만의도대고객충성도적영향정도대우지지성복무만의도대고객충성도적영향；（3）태도충성대지지성복무만의도경위민감，행위충성대목표산품만의도경위민감。
It is a great marketing target of enterprise to cultivate the customer loyalty through improving customer satisfaction.Under the process of improving customer loyalty,different customer satisfaction aspect makes different sense.In this study,the meta-analysis is done to research the relationship between customer satisfaction and customer loyalty with 141 empirical researches which contain 21 Chinese researches and 120 foreign references and the total sample size is 72670.In this study,it draws the conclusion is that the first it is positive relationship between customer satisfaction and customer loyalty and the second is different customer satisfaction aspect has different influence to customer loyalty;target product satisfaction has deeper degree of influence than supportive service satisfaction to customer loyalty and the third is attitude loyalty is more sensitive with supportive service satisfaction ,and behavior loyalty is more sensitive with target product satisfaction.
