Cart (Loading....) | Create Account
Close category search window
 

Applying Grey Relational Analysis to Assess The Relationship Among Service Quality Customer Satisfaction and Customer Loyalty

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

4 Author(s)
Kung, Chaang-Yung ; Dept. of Bus. Adm., Chaoyang Univ. of Technol., Taichung ; Tzung-Ming Yan ; Shih-Chieh Chuang ; Jee-Ray Wang

In this study, the mobile communications industries are taken by the researcher as the objects. The present study applied grey relational method to analyze the relationships among service quality, customer satisfaction and customer loyalty. As the research result reveals, high service quality may further promote customer satisfaction. In addition, customer satisfaction and customer loyalty are examined to be positively related. It is examined further that responsiveness and empathy play important roles in promoting customer satisfaction and customer loyalty. In terms of the research method, grey relational analysis only needs small samples. Smaller data can obtain good results; moreover, calculating method is simple. It is also easy to manipulate grey relational analysis, in that it can make up for drawbacks of conventional statistic method that needs larger samples

Published in:

Cybernetics and Intelligent Systems, 2006 IEEE Conference on

Date of Conference:

7-9 June 2006

Need Help?


IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.