The Empirical Research On The Influence Of Customer Service Quality On The Repeated Consumption Behavior Intention

Now, the academic make research in quality of service deeply, service management has also been paid more attention. It has gradually become an important marketing knowledge. Therefore, the customer's perception of service quality impact on business-related interests. "Where dose the customer the feeling of satisfaction come from?" The answer is very important to the value of customer. To find the answer, previous researchers tried to explore and explain a variety of ways, including customer satisfaction, service quality, customer trust and commitment, such as single or series of integrated research model. However, the customers have never been combined between research-oriented thinking and the perspective of service providers, the conclusion is also not very comprehensive and detailed.My study is based on results of previous research, to the starting point of the customer service, customer service will be refined as the basic services and near the two types of service, according to the customer and consumer expectations in the process of perception difference, to determine the types of Service based on customer satisfaction and again study the degree of correlation. We make a research in a more rapid and more intense competition in the retail industry for the study. The paper reviewed the relevant literature, analysis based on the perception of basic services with the proposed additional service quality expectations gap will affect customer satisfaction point of view, and thus on consumer sentiment, repeated impact of consumer behavior research related to intention and accordingly the formation of The research hypotheses and theoretical models;Based on the assumptions related to the questionnaire from home and abroad, based on the specific situations in the formation of this questionnaire required;determine the survey questionnaire, distribution, questionnaires, the questionnaire coding, entry, Statistical analysis and preliminary reliability and validity testing, and correlation analysis, regression analysis and other statistical methods to test hypotheses at the same time, forming conclusions of this study: (1) From the customers and enterprises of the two angles of perception of the services provided by the judge, a distinction between basic services and additional services related variables. (2) If the service provider can only be identified by their "essential services" to provide quality services to customer satisfaction can not only provide high-quality additional services, the customer will be satisfied. (3) Customer service beginning in the desired high level of basic services, if not the case, the customer will be disappointed to form emotional dissatisfaction. (4) Customer satisfaction and repeat customers happy or not and there is a positive correlation between consumer behavior.