{"title":"基于汽车检测认证行业的客户忠诚度影响因素及策略优化研究","authors":"Huatong Huang, Ying-Ying Li","doi":"10.18178/joebm.2023.11.3.752","DOIUrl":null,"url":null,"abstract":"—Based on Kevin Lane Keller’s Customer-Based Brand Equity Model (CBBE Model), this article explores the influencing factors of loyalty and develops a customer loyalty model for the automotive testing and certification industry. Through interviews and expert opinions, this article extracts eight loyalty determinants and 25 estimated performance indexes to adapt the loyalty assessment dimensions of this industry. This article innovatively combines Partial Least Squares-Based Structural Equation Modeling (PLS-SEM) and Importance-Performance Analysis (IPA) to quantify the extent of influence of each determinant on loyalty and to provide guidance for the prioritization of actions. The advantage of combining the two models is identifying the company’s weaknesses and quantifying the effects of improvements. Data were collected through questionnaires, and SmartPLS 4.0 was used to verify the proposed hypothesis. The analysis concludes that the company should improve the quality of certificate reports in the short term and provide more added value for customers in the long term. The model has a substantial application value and enables companies to identify problems, prevent business churn, optimize their overall management system, and improve market competitiveness.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"18 1","pages":""},"PeriodicalIF":2.6000,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Research on Customer Loyalty Impact Factors and Strategy Optimization Based on Automotive Testing and Certification Industry\",\"authors\":\"Huatong Huang, Ying-Ying Li\",\"doi\":\"10.18178/joebm.2023.11.3.752\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"—Based on Kevin Lane Keller’s Customer-Based Brand Equity Model (CBBE Model), this article explores the influencing factors of loyalty and develops a customer loyalty model for the automotive testing and certification industry. Through interviews and expert opinions, this article extracts eight loyalty determinants and 25 estimated performance indexes to adapt the loyalty assessment dimensions of this industry. This article innovatively combines Partial Least Squares-Based Structural Equation Modeling (PLS-SEM) and Importance-Performance Analysis (IPA) to quantify the extent of influence of each determinant on loyalty and to provide guidance for the prioritization of actions. The advantage of combining the two models is identifying the company’s weaknesses and quantifying the effects of improvements. Data were collected through questionnaires, and SmartPLS 4.0 was used to verify the proposed hypothesis. The analysis concludes that the company should improve the quality of certificate reports in the short term and provide more added value for customers in the long term. The model has a substantial application value and enables companies to identify problems, prevent business churn, optimize their overall management system, and improve market competitiveness.\",\"PeriodicalId\":47594,\"journal\":{\"name\":\"Journal of Business Economics and Management\",\"volume\":\"18 1\",\"pages\":\"\"},\"PeriodicalIF\":2.6000,\"publicationDate\":\"2023-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Business Economics and Management\",\"FirstCategoryId\":\"96\",\"ListUrlMain\":\"https://doi.org/10.18178/joebm.2023.11.3.752\",\"RegionNum\":3,\"RegionCategory\":\"经济学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Business Economics and Management","FirstCategoryId":"96","ListUrlMain":"https://doi.org/10.18178/joebm.2023.11.3.752","RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 0
摘要
本文以Kevin Lane Keller的基于顾客的品牌资产模型(CBBE模型)为基础,探讨了忠诚度的影响因素,并建立了汽车检测认证行业的顾客忠诚度模型。通过访谈和专家意见,本文提取了8个忠诚度决定因素和25个估计的绩效指标,以适应该行业的忠诚度评估维度。本文创新性地结合了基于偏最小二乘的结构方程建模(PLS-SEM)和重要性绩效分析(IPA)来量化每个决定因素对忠诚度的影响程度,并为行动的优先级排序提供指导。将这两种模型结合起来的好处是,可以识别公司的弱点,并量化改进的效果。通过问卷收集数据,并使用SmartPLS 4.0来验证所提出的假设。分析认为,公司短期内应提高证书报告的质量,长期应为客户提供更多的附加值。该模型具有较大的应用价值,可以帮助企业发现问题,防止业务流失,优化整体管理体系,提高市场竞争力。
Research on Customer Loyalty Impact Factors and Strategy Optimization Based on Automotive Testing and Certification Industry
—Based on Kevin Lane Keller’s Customer-Based Brand Equity Model (CBBE Model), this article explores the influencing factors of loyalty and develops a customer loyalty model for the automotive testing and certification industry. Through interviews and expert opinions, this article extracts eight loyalty determinants and 25 estimated performance indexes to adapt the loyalty assessment dimensions of this industry. This article innovatively combines Partial Least Squares-Based Structural Equation Modeling (PLS-SEM) and Importance-Performance Analysis (IPA) to quantify the extent of influence of each determinant on loyalty and to provide guidance for the prioritization of actions. The advantage of combining the two models is identifying the company’s weaknesses and quantifying the effects of improvements. Data were collected through questionnaires, and SmartPLS 4.0 was used to verify the proposed hypothesis. The analysis concludes that the company should improve the quality of certificate reports in the short term and provide more added value for customers in the long term. The model has a substantial application value and enables companies to identify problems, prevent business churn, optimize their overall management system, and improve market competitiveness.
期刊介绍:
The Journal of Business Economics and Management is a peer-reviewed journal which publishes original research papers. The objective of the journal is to provide insights into business and strategic management issues through the publication of high quality research from around the world. We particularly focus on research undertaken in Western Europe but welcome perspectives from other regions of the world that enhance our knowledge in this area. The journal publishes in the following areas of research: Global Business Transition Issues Economic Growth and Development Economics of Organizations and Industries Finance and Investment Strategic Management Marketing Innovations Public Administration.