Theoretical Model of Customer Satisfaction and Repurchasing Focusing on Service Type
| Project/Area Number |
26885086
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| Research Category |
Grant-in-Aid for Research Activity Start-up
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| Allocation Type | Single-year Grants |
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| Research Field |
Commerce
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| Research Institution | Toyo University |
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Principal Investigator |
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| Project Period (FY) |
2014-08-29 – 2016-03-31
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| Project Status |
Completed (Fiscal Year 2015)
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| Budget Amount *help |
¥1,950,000 (Direct Cost: ¥1,500,000、Indirect Cost: ¥450,000)
Fiscal Year 2015: ¥1,040,000 (Direct Cost: ¥800,000、Indirect Cost: ¥240,000)
Fiscal Year 2014: ¥910,000 (Direct Cost: ¥700,000、Indirect Cost: ¥210,000)
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| Keywords | サービス / 顧客満足 / 心理的負債 / 再購買意図 |
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| Outline of Final Research Achievements |
This study has provided following findings as a remedy for service research;
First, about a promotional service attached to product purchasing, a customer is likely to feel indebted and then dissatisfied at salespeople if he/she has any contact with them. Second, about a service focusing on a customer's growing or development assumed that he/she repeatedly utilizes it, customer satisfaction with his/her growing has a negative effect on repurchasing the repeated service. Finally, about a common service such as a restaurant, high expectation caused by high customer satisfaction become a hurdle for a customer, and as a result customer may avoid repurchasing because he/she thinks that next service quality can not exceed the hurdle that is previous service quality.
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Report
(3 results)
Research Products
(3 results)
