Study of the Relationship between Customer Satisfaction and Loyalty in Telecom Enterprise

摘要

This paper aims to investigate the relationship between customer satisfaction and customer loyalty in Telecom Enterprise. The researcher uses relevant theories to design model for empirical study of the relationship between customer satisfaction and loyalty in telecom enterprise in a certain field. Demonstrating customer loyalty including many factors, and analyzing the relationship between customer loyalty and those factors, the paper has revealed the whole infection to customer loyalty, and illustrated that the customer perceived quality, enterprise surface, consumer value, service fairness and customer satisfaction all have either direct or indirect impact on customer loyalty.