百货商场品牌形象对顾客忠诚的影响研究.ppt

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1、,百货商场品牌形象对顾客忠诚的影响研究,Part 1 Introduction,Since having joined the WTO,department store industry in China faces new challenges.The sales of department store was in absolute dominance in retail business with a proportion of 80%for a long time.However,as the market changed,department store industry in Ch

2、ina fell to a low point.Does customer loyalty have an impact on department store brand image?And what should the department stores do to sustain and improve customer loyalty through improving their brand image?What are the factors which have an impact on the brand image of department stores?And how

3、do they affect?,Part2 The relevant theories and literature review,The store image involves convenience,atmosphere,history,self-concept and commodities,price,service,etc.(Hopkins,2001)Rank of the dimensions of department store image is:atmosphere,service,convenience,reputation,sales,past experience,e

4、tc.(Thang,Tan 2003)The store image involves four dimensions:commodities,stores,service and promotion.(Davis J.2006),Building favorable store image is helpful to improve customer loyalty.(Kunkel,Berry 1968)The evaluation of the store image plays an important role in estimating customer loyalty.And th

5、e store image affects customer loyalty directly.(Samli,Sirgy 1995)A great deal of studies have shown that the store image has a direct impact on the purchase will.(Grewal,1998),Jiang Minghua and Guo Lei(2003)made an empirical research on store image and perceived quality of manufacturer-owned brand.

6、Wu Changshun and Fan Shiping(2004)studied the factors which affected the image of department store and supermarket.Wang Yafei and Yu Kunzhang(2006)explored the effect of store image on consumer behavior.Wang Haiqun(2006)made an empirical research on customer satisfaction and customer loyalty,pointin

7、g out that the store atmosphere,location,facilities,prices and services affected consumer behavior.Chih-Hon Chang and Chia-Yu Tu(2005,Taiwan)studied the effect of brand image on customer satisfaction and customer loyalty in service industry.,Picture 1 Chih-Hon ChangChia-Yu Tu(2005,Abbreviation C&T m

8、odel）,Picture 2 C&T Correction Model of department store industry,Part3 Model and Hypothesis,Table 1 Industry based on the department storeC&T research correction model assumptions,（4）Study design and data analysis,1.Market research and data acquisition,Investigating 140 enterprise management studen

9、ts who have been to shopping malls,by forecasting,we perfected the department stores,eventually formed brand image scale formal questionnaire.Formal questionnaire took Likerts fifth scale.The investigation last from July 2007 to the end of August.The way to collect was field investigation of consume

10、r after shopping.This investigation sent 350 questionnaires,recycled 318 questionnaires.Valid questionnaires were 318,except invalid questionnaires.The ratio of effective recovery was 87.43%.,2.Scale reliability and validity testing,1、Scale Characteristics of goods inspection。Attributes of goods of

11、the Department Stores,including the basic attributes of goods,brand attributes and properties of three sub-dimensions of the price.2、Service quality scale test.Department store quality of service received by service personnel and post-purchase services to reflect the two aspects.3、Department stores

12、to facilitate inspection of Scale.The convenience of the perception from the department store customers can explain by geographic location,infrastructural facilities and check the efficiency of three dimensions.4、Shopping environment scale test.Department store shopping environment can be explained

13、by the layout and the environment clean and tidy.5、Psychological tendency to scale test.Department stores to bring about the psychological tendency of customers mainly by well-known,familiar with the flu and trust to explain the three dimensions.6、Customer Satisfaction Scale test.Customer satisfacti

14、on have impact on customer loyalty.7、Customer loyalty scale test.Customer loyalty can be explained by attitude loyalty and behavior loyalty,（3）Correlation Analysis,1.Analyze the correlation between Department Store Brand Image Customer loyalty,(*indicates 0.01 significantly level,*indicates 0.05 lev

15、el significantly,the same below),As can be seen from above the table,at 0.01 significant level,commodity characteristics,service quality,convenience,shopping environment and psychological tendency are positively correlated with customer loyalty.Assumptions H1-H5 are supported.,2.Analyze the relation

16、 between Department Store Brand Image Customer Satisfaction,As can be seen from above the table,at 0.01 significant level,the psychological factors of department store brand are positively correlated with customer satisfaction;at 0.05 significant level,the product characteristics,service quality,con

17、venience and shopping environment and customer satisfaction are positively correlated with customer satisfaction.,The table shows that at significant level of 0.01,the department store brand image and are positively correlated with customer satisfaction,that is,the better customers apperceive depart

18、ment store brand image,the higher their satisfaction and thus support the assumption H6.,Analyze the relation between Department Store Brand Image Customer Satisfaction,3.Analysis between customer satisfaction and customer loyalty,It is showed from the related data result,at the obvious level of 0.0

19、1,customer satisfaction has positive relativity with behavior loyalty,at the obvious level of 0.05,customer satisfaction has positive relativity with attitude loyalty.Besides,at the obvious level of 0.01,customer satisfaction has positive relativity with customer loyalty,it means department stores c

20、ustomer satisfaction has positive and obvious influence on customer loyalty,so the hypothesis can be proved.,1.the regressive analysis of department store brand image on customer loyalty The result of regressive analysis shows that,service quality enter into the model firstly,which illuminates this

21、variable do the biggest contribution to customer loyalty.Then shopping environment、psychology preference、commodity characters enter into the regressive model in turn,convenience enter last into the model,which means shopping environment、psychology preference、commodity characters、and convenience do t

22、he degressive contribution to the customer loyalty.,(4)multi regressive analysis,In the eye of the order of Department Stores Brand Image factors involved in the model,Shopping Environments is the first one,which shows that it is the largest contribution factor to customer satisfaction.Then followed

23、 by Psychological Tendency,Quality of Service,Commodity Characteristics,and the last one is Convenience,which shows the contribution of Psychological Tendency,Quality of Service,Commodity Characteristics and Convenience to customer satisfaction in turn reduces.Customer Satisfaction=0.417 Shopping En

24、vironments+0.384 Psychological Tendency+0.373 Quality of Service+0.306 Commodity Characteristics+0.265 Convenience.,2.The regression analysis of customer satisfaction on Department Stores Brand Image,3.The regression analysis of Customer Loyalty on Customer satisfaction,Multiple regression analysis

25、results show that:Customer loyalty=0.483 customer satisfaction,that means customer satisfaction of department store has a significant positive impact on customer loyalty.,4.The intermediary function analysis of customer satisfaction,Before customer satisfaction is involved,the regression analysis of

26、 customer loyalty on all factors of Department Stores Brand Image is totally significant.When customer satisfaction involved in,the direct impact of all factors of Department Stores Brand Image on customer loyalty reduces greatly.This proves that customer satisfaction obviously plays an intermediary

27、 role in the impact of Department Stores Brand Image on customer loyalty.,Table 18 test results of C&T Research correction model,Table1 The hypothesis of C&T correction model based on department store industry,Department store brand image,which contains five factors:products features,service quality

28、,service convenience,shopping environment and psychological tendency,has a positive relationship with consumer loyalty:（1）Products features have a positive relationship with consumer loyalty;（2）Service quality has a positive relationship with consumer loyalty;（3）Service convenience a positive relati

29、onship with consumer loyalty;（4）Shopping environment has a positive relationship with consumer loyalty;（5）Psychological tendency has a positive relationship with consumer loyalty;（6）Department store brand image has a positive relationship with consumer satisfaction;（7）Consumer satisfaction has a pos

30、itive relationship with consumer loyalty.,Conclusion and Future,(1)Department stores can take measures to improve brand image from the products features,service quality,convenience,shopping environment and the psychological tendency,especially from the dimension of psychological tendency.(2)The resu

31、lts show that the products features,service quality,service convenience,shopping environment and the psychological tendency have positive relationships with consumer loyalty.Department store brand image has a positive relationship with consumer satisfaction.Consumer satisfaction has a positive relat

32、ionship with consumer loyalty.(3)We can evaluate department store brand image,which influence customer loyalty,from products features,service quality,service convenience,shopping environment and psychological tendency.,1.Conlusion,(4)The department store brand image has a positive relationship with

33、consumer loyalty,but the degrees of dimensions influence is different.Service quality has the strong influences to the customer loyalty.(5)The department store brand image has a positive relationship with consumer satisfaction,but the degrees of dimensions influence is different.Shopping environment

34、 has the strong influences to the customer satisfaction among the various dimensions.(6)In the process of the influence between department store brand image and customer loyalty,customer satisfaction is a intermediary function.The brand image not only influences customer loyalty directly,but also ha

35、s a indirect impact on consumer loyalty through customer satisfaction.,2.Research limitation,(1)Because of the restricted conditions,the data used in this study was only from surveys of consumers in Nanjing,and the results possibly was limited by the regional culture.(2)This study only explored the

36、effect of brand image on customer loyalty,but did not involve all the factors which influence customer loyalty(3)This study only used customer satisfaction as an intermediate variable in analysis of the relationship between brand image and customer loyalty.More antecedent variables should be added a

37、nd more comprehensive and detailed research and analysis should be made to learn all the factors that influence customer loyalty of department stores.,主要参考文献,1江明华、郭磊：商店形象与自有品牌感知质量的实证研究，经济科学,2003年第4期。2范秀成、杜建刚：服务质量五维度对服务满意及服务忠诚的影响基于转型期间中国服务业的一项实证研究，管理世界，2006年第6期。3汪旭晖：店铺形象对自有品牌感知与购买意向的影响研究，财经问题研究，2007年

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