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The Relationship Among Relationship Quality, Loyalty for Perceived Service Quality on Department Stores  

Park, No-Hyun (Dept. of Business, Sejong University)
Chun, Tae-Yoo (Dept. of Business, Sejong University)
Hwang, Ae-Ryan (Dept. of Fashion Design, Sejong University)
Publication Information
Fashion & Textile Research Journal / v.9, no.1, 2007 , pp. 55-64 More about this Journal
Abstract
In this study, relationship model of relationship quality and loyalty for perceived service quality on department store is proposed and empirically tested. Service quality factors were defined as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Relationship quality were defined as customers' overall satisfaction and customer trust. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship among perceived service quality, relationship quality(customer satisfaction and trust) and loyalty on department stores. The empirical results were as follows; First, Tangible, Responsiveness, Assurance and Empathy of service quality factors have a positive effect on customers' overall satisfaction. Second, customers' overall satisfaction have a positive effect on customer trust. Third, relationship quality have a positive effect on loyalty of customer; customers' overall satisfaction and customer trust have a positive effect on loyalty of customer. At the end of this paper, discussion, managerial implications, limitations and future research directions were suggested.
Keywords
service quality; relationship quality; loyalty;
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