Perceived quality, customer satisfaction, and customer loyalty: The case of Lexus in Taiwan
Article Abstract:
The 1996-customer satisfaction index (CSI) model is applied for examining the overall customer satisfaction associated with Toyota's Lexus automobiles in Taiwan. Results revealed that the perceived quality has a direct effect on overall customer satisfaction, and an indirect effect on customer-levels and customer loyalty.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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An empirical analysis of customer-oriented service activities in the Taiwanese public sector
Article Abstract:
The performance of customer-oriented service activities in the Taiwanese public sector is examined with the help of a customer-oriented service-enhancement system (COSES) model. Significant performance gaps were observed in the design and management of service systems in the organizations.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2005
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