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http://dx.doi.org/10.14400/JDC.2016.14.9.241

An Empirical Study on the Effects of Trade Distribution Service Quality on Loyalty  

Shin, Myoung-Jin (Dept. of Business Administration, Graduate School, Soongsil University)
Park, Seong-Bae (Dept. of Business Administration, Graduate School, Soongsil University)
Han, Kyeong-Seok (Dept. of Business Administration, Graduate School, Soongsil University)
Publication Information
Journal of Digital Convergence / v.14, no.9, 2016 , pp. 241-250 More about this Journal
Abstract
This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.
Keywords
Trade-Distribution Service; IT-management Service; Information System; Service Quality; Customer Satisfaction; Loyalty;
Citations & Related Records
Times Cited By KSCI : 9  (Citation Analysis)
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