Determinants of Customer Loyalty in Property Management Service: An Empirical Study of Three Residential Areas in Beijing

摘要：

Customer loyalty has become an essential concern for service-provider, which is also a major theme in marketing research. By using a Logit economic model based on the survey of 487 local residents from three representative residential areas in Beijing, the determinants of customer loyalty are identified in the Beijing property service market. The probability that a owner intent to switch service-provider is dependent on the level of satisfaction with alternative service attributes including security of property, cleanliness of public area, friendliness of staff, the rationality of property expense, as well as education and age of owner. However, this study shows that different residential area has a little different result.These findings provide management implications for property-service Company, including resource allocation, staff-training and service customized.

关键词： Customer Loyalty Customer Satisfaction Residential Area Service Quality

作者: Chen Xinhui Zhang Xinrui Qiao zhong

作者单位: Business Administration Department,North China Univ.of Tech,,Beijing,CO 100041 PRC Business Administration Department,North China Univ.of Tech,Beijing,CO 100041,PRC Business Administration Department,China Agricultural University,Beijing,CO 100083,PRC

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 715-720

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）