Study on the influence of Instant Messaging Services Quality to network enterprise customer loyalty

摘要

In recent years, China's Internet industry maintains a faster growth state, in which Instant Messaging Services has become the top utilization rate of Internet applications. This paper makes empirical study on network enterprise Instant Messaging Services, taking the fast developing Internet Instant Messaging as research background, the correlation between Instant Messaging Services Quality and enterprise Customer Loyalty as research purpose, network Instant Messaging users as research object. The research process mainly has three parts. First, this paper selects initial data through questionnaire. Then it extracts the factors of related items to Instant Messaging Services Quality based on data validity testing, ensures the study hypothesis on the extracted main factors using Correlation Analysis and constructs the study model. Finally, based on previous successful work, it applies regression analysis to test the hypothesis and reaches the conclusion which can provide some managerial inspirations.