| Budget Amount *help |
¥4,550,000 (Direct Cost: ¥3,500,000、Indirect Cost: ¥1,050,000)
Fiscal Year 2016: ¥910,000 (Direct Cost: ¥700,000、Indirect Cost: ¥210,000)
Fiscal Year 2015: ¥1,820,000 (Direct Cost: ¥1,400,000、Indirect Cost: ¥420,000)
Fiscal Year 2014: ¥1,820,000 (Direct Cost: ¥1,400,000、Indirect Cost: ¥420,000)
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| Outline of Final Research Achievements |
In recent years, the importance of keeping current customer is increasing with markets getting saturated. Therefore, most of companies make efforts to increase customer satisfaction in order to cultivate customer’s loyalty and gain significant competitive advantage in the market. And many studies indicates that improving perceived quality leads to increase customer satisfaction. However, there are many companies which have difficulty competing in the market in spite of offering high-quality and high-functional products. It is called “Galapagos Syndrome” and caused by offering excessive quality of product more than customer needs. Therefore, this study focused on mismatching between the products satisfying customer needs and the actual products offered by company, and also focused on regret which is one of the emotions evoked in the negative purchase-related situation and investigated the effects of them on customer loyalty model.
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