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.

Motor vehicles and car bodies, Forecasts, trends, outlooks, Case studies, Forecasts and trends, Automobile industry, Market trend/market analysis, Customer satisfaction

---

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.

Methods, Customer service, Public sector, Support services

---

Similar abstracts:

• Abstracts: TQM: A change management model for market orientation. The quality organization: a conceptual framework
• Abstracts: Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Measuring business-to-business professional service quality and its consequences
• Abstracts: Market signals and relative preference: The moderating effects of conflicting information, decision focus, and need for cognition
• Abstracts: How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study
• Abstracts: The 30 largest market capitalizations. Supplementary reports

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.