2.3.3 The Model of Brand Loyalty
The foreign researchers had proposed a series of brand loyalty model based on considering all kinds of factors which could influence the brand loyalty. Form 1989, Sweden took the lead in setting up the SCSB, then Germany set up DK in 1992, American stated ACSI in 1994, Korea raised KCSI in1998, Germany’s SICS in a 1998 and European’s ECSI in 2000 and so on had been appearing and operation. This study will put attention the below three model to analysis, and used them to integration and cut to set up the new model which is fit to this research.
1. Kano Model
Japan famous Professor Kano stated that the quality of the product had a close relationship with customers’ satisfaction. According to this, Kano had divided …show more content…
Without the doubt, the product or service’s basic quality and expect quality have relativity. With the development of technology, management increase and customers’ preference change, the product or service’s expect quality will translate to the certain quality.
Source from: Kano et al. (1984)
2. ACSI Model
In 1994 American set up the customers’ satisfaction ACSI, which is the most typically model. This was from Dr. Fornell et al set up which based on SCSB model. As the below picture, we could find that customers’satisfaction depends on customer expectations, perceived quality, customer complaint and outcomes. When the customer not satisfaction the product or service, they would have complaint behavior; the customer’s loyalty will rely on the the customers’ satisfaction level and the deal after customers’ complaints. This model could objective reflect the customers’ evaluate the firm’s product and service, and synthetically response the customers’ satisfaction.
Meanwhile, the result of the mode could be compared to the different industry, which is the benefit for the company to improve their service and product. Thus we will use this model to analysis more deeply the factors about the relationship between customers’ …show more content…
This model has been used in 1999 in several European countries, and most industries used it. As the below picture we could see the factors of image, expectations, perceived quality of hardware and perceived quality of humans are will through influence the perceived value then affect customers’ satisfaction. Customers’ expectation and perceived quality of hardware and perceived quality could direct influence the customers’ satisfaction then affect the customers’ loyalty, as well as the image could indirect influence perceived the quality of hardware and perceived quality of humans are. Thus, we should completely care about the image and the direct influence and drive off customers’ feelings on customers’
The foreign researchers had proposed a series of brand loyalty model based on considering all kinds of factors which could influence the brand loyalty. Form 1989, Sweden took the lead in setting up the SCSB, then Germany set up DK in 1992, American stated ACSI in 1994, Korea raised KCSI in1998, Germany’s SICS in a 1998 and European’s ECSI in 2000 and so on had been appearing and operation. This study will put attention the below three model to analysis, and used them to integration and cut to set up the new model which is fit to this research.
1. Kano Model
Japan famous Professor Kano stated that the quality of the product had a close relationship with customers’ satisfaction. According to this, Kano had divided …show more content…
Without the doubt, the product or service’s basic quality and expect quality have relativity. With the development of technology, management increase and customers’ preference change, the product or service’s expect quality will translate to the certain quality.
Source from: Kano et al. (1984)
2. ACSI Model
In 1994 American set up the customers’ satisfaction ACSI, which is the most typically model. This was from Dr. Fornell et al set up which based on SCSB model. As the below picture, we could find that customers’satisfaction depends on customer expectations, perceived quality, customer complaint and outcomes. When the customer not satisfaction the product or service, they would have complaint behavior; the customer’s loyalty will rely on the the customers’ satisfaction level and the deal after customers’ complaints. This model could objective reflect the customers’ evaluate the firm’s product and service, and synthetically response the customers’ satisfaction.
Meanwhile, the result of the mode could be compared to the different industry, which is the benefit for the company to improve their service and product. Thus we will use this model to analysis more deeply the factors about the relationship between customers’ …show more content…
This model has been used in 1999 in several European countries, and most industries used it. As the below picture we could see the factors of image, expectations, perceived quality of hardware and perceived quality of humans are will through influence the perceived value then affect customers’ satisfaction. Customers’ expectation and perceived quality of hardware and perceived quality could direct influence the customers’ satisfaction then affect the customers’ loyalty, as well as the image could indirect influence perceived the quality of hardware and perceived quality of humans are. Thus, we should completely care about the image and the direct influence and drive off customers’ feelings on customers’