Service Convenience and Customer Loyalty: Findings from Convenience Stores in Guangzhou

DOI

10.2991/icsshe-19.2019.228How to use a DOI?

Keywords

convenience store, service convenience, customer satisfaction, customer loyalty

Abstract

This paper aims to study the multiple relations between service convenience and customer loyalty with SPSS21.0. software. Thus, a variable, multi-dimensional and nonlinear hypothesized model is developed to explore how service convenience influences customer loyalty. To obtain practical implications, different research methods used in this research are questionnaire analysis, the transformation of theoretical framework, and linear regression analysis: the linear regression of service convenience on customer satisfaction, service convenience on customer loyalty, and customer satisfaction on customer loyalty. Results reveal that service convenience has positive impacts on both customer satisfaction and customer loyalty, which implies that chain store managers should attach importance to the improvement of service convenience.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Hong Jin
AU  - Shijie Wang
AU  - Feng Yang
AU  - Huiming Xu
PY  - 2019/08
DA  - 2019/08
TI  - Service Convenience and Customer Loyalty: Findings from Convenience Stores in Guangzhou
BT  - Proceedings of the 2019 5th International Conference on Social Science and Higher Education (ICSSHE 2019)
PB  - Atlantis Press
SP  - 284
EP  - 287
SN  - 2352-5398
UR  - https://doi.org/10.2991/icsshe-19.2019.228
DO  - 10.2991/icsshe-19.2019.228
ID  - Jin2019/08
ER  -