{"id":"https://openalex.org/W2991386087","doi":"https://doi.org/10.1145/3364335.3364339","title":"Research on the Service Quality, Customer Satisfaction and Customer Loyalty-Taking Corporate Image as a Moderating Variable","display_name":"Research on the Service Quality, Customer Satisfaction and Customer Loyalty-Taking Corporate Image as a Moderating Variable","publication_year":2019,"publication_date":"2019-09-27","ids":{"openalex":"https://openalex.org/W2991386087","doi":"https://doi.org/10.1145/3364335.3364339","mag":"2991386087"},"language":"en","primary_location":{"id":"doi:10.1145/3364335.3364339","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3364335.3364339","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 5th International Conference on Industrial and Business Engineering","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075502992","display_name":"Kai-Fu Yang","orcid":null},"institutions":[{"id":"https://openalex.org/I126145234","display_name":"Chaoyang University of Technology","ror":"https://ror.org/04xwksx09","country_code":"TW","type":"education","lineage":["https://openalex.org/I126145234"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Kai-Fu Yang","raw_affiliation_strings":["Chaoyang University of Technology, Taichung, Taiwan"],"affiliations":[{"raw_affiliation_string":"Chaoyang University of Technology, Taichung, Taiwan","institution_ids":["https://openalex.org/I126145234"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5016675578","display_name":"Hao\u2010Wei Yang","orcid":"https://orcid.org/0000-0002-0141-2811"},"institutions":[{"id":"https://openalex.org/I126145234","display_name":"Chaoyang University of Technology","ror":"https://ror.org/04xwksx09","country_code":"TW","type":"education","lineage":["https://openalex.org/I126145234"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Hao-Wei Yang","raw_affiliation_strings":["Chaoyang University of Technology, Taichung, Taiwan"],"affiliations":[{"raw_affiliation_string":"Chaoyang University of Technology, Taichung, Taiwan","institution_ids":["https://openalex.org/I126145234"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101477218","display_name":"Chao-Hung Huang","orcid":null},"institutions":[{"id":"https://openalex.org/I65446980","display_name":"National Chin-Yi University of Technology","ror":"https://ror.org/040bs6h16","country_code":"TW","type":"education","lineage":["https://openalex.org/I65446980"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Chao-Hung Huang","raw_affiliation_strings":["National Chin-Yi University of Technology, Taichung, Taiwan"],"affiliations":[{"raw_affiliation_string":"National Chin-Yi University of Technology, Taichung, Taiwan","institution_ids":["https://openalex.org/I65446980"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5009609144","display_name":"Jui-Yi Yang","orcid":null},"institutions":[{"id":"https://openalex.org/I126145234","display_name":"Chaoyang University of Technology","ror":"https://ror.org/04xwksx09","country_code":"TW","type":"education","lineage":["https://openalex.org/I126145234"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Jui-Yi Yang","raw_affiliation_strings":["Chaoyang University of Technology, Taichung, Taiwan"],"affiliations":[{"raw_affiliation_string":"Chaoyang University of Technology, Taichung, Taiwan","institution_ids":["https://openalex.org/I126145234"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100894622","display_name":"Wen-Yu Chang","orcid":null},"institutions":[{"id":"https://openalex.org/I126145234","display_name":"Chaoyang University of Technology","ror":"https://ror.org/04xwksx09","country_code":"TW","type":"education","lineage":["https://openalex.org/I126145234"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Wen-Yu Chang","raw_affiliation_strings":["Chaoyang University of Technology, Taichung, Taiwan"],"affiliations":[{"raw_affiliation_string":"Chaoyang University of Technology, Taichung, Taiwan","institution_ids":["https://openalex.org/I126145234"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5075502992"],"corresponding_institution_ids":["https://openalex.org/I126145234"],"apc_list":null,"apc_paid":null,"fwci":0.5328,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.76160587,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"117","last_page":"122"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.987500011920929,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9742000102996826,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.7757579684257507},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.7528258562088013},{"id":"https://openalex.org/keywords/moderation","display_name":"Moderation","score":0.7371392846107483},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.7028414607048035},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.6003661751747131},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5879319906234741},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.4718489646911621},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.47050684690475464},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.45438987016677856},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.44599252939224243},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4266999661922455},{"id":"https://openalex.org/keywords/aviation","display_name":"Aviation","score":0.41430169343948364},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.40510717034339905},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2535285949707031},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.14856818318367004}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7757579684257507},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7528258562088013},{"id":"https://openalex.org/C93225998","wikidata":"https://www.wikidata.org/wiki/Q1941972","display_name":"Moderation","level":2,"score":0.7371392846107483},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7028414607048035},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6003661751747131},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5879319906234741},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4718489646911621},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.47050684690475464},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.45438987016677856},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.44599252939224243},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4266999661922455},{"id":"https://openalex.org/C74448152","wikidata":"https://www.wikidata.org/wiki/Q765633","display_name":"Aviation","level":2,"score":0.41430169343948364},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.40510717034339905},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2535285949707031},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.14856818318367004},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C146978453","wikidata":"https://www.wikidata.org/wiki/Q3798668","display_name":"Aerospace engineering","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3364335.3364339","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3364335.3364339","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 5th International Conference on Industrial and Business Engineering","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.5600000023841858,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":28,"referenced_works":["https://openalex.org/W54235218","https://openalex.org/W632549512","https://openalex.org/W1560134730","https://openalex.org/W1908842767","https://openalex.org/W1963801689","https://openalex.org/W1979907230","https://openalex.org/W2001544021","https://openalex.org/W2005823098","https://openalex.org/W2008767559","https://openalex.org/W2035073146","https://openalex.org/W2047514382","https://openalex.org/W2065541296","https://openalex.org/W2072377867","https://openalex.org/W2093349432","https://openalex.org/W2184644915","https://openalex.org/W2311464090","https://openalex.org/W2470569941","https://openalex.org/W2481330723","https://openalex.org/W2506236997","https://openalex.org/W2528285696","https://openalex.org/W2562920758","https://openalex.org/W2565925261","https://openalex.org/W2570796443","https://openalex.org/W2571438810","https://openalex.org/W2611157348","https://openalex.org/W2618993071","https://openalex.org/W4240915221","https://openalex.org/W4240969601"],"related_works":["https://openalex.org/W2295479703","https://openalex.org/W2183127765","https://openalex.org/W3139251813","https://openalex.org/W2132468623","https://openalex.org/W2777355542","https://openalex.org/W2185861282","https://openalex.org/W1575575896","https://openalex.org/W2998011819","https://openalex.org/W2804140287","https://openalex.org/W2921848545"],"abstract_inverted_index":{"The":[0,76],"development":[1],"of":[2],"the":[3,36,61,67,91,100,118],"aviation":[4,101],"industry":[5,102],"has":[6],"been":[7],"more":[8,28],"highly":[9],"regarded":[10],"than":[11],"before.":[12],"Airline":[13],"companies":[14],"should":[15],"improve":[16],"service":[17,39,53,106],"quality":[18,54,107],"to":[19,26,34,89,99,105],"increase":[20],"consumer":[21,24],"satisfaction":[22,42],"and":[23,43,55,63,86,108,111],"motivation":[25],"attract":[27],"potential":[29],"consumers.":[30],"This":[31,58,94],"study":[32,59,95],"aims":[33],"explore":[35],"correlation":[37],"among":[38],"quality,":[40],"customer":[41,44,56],"loyalty,":[45],"using":[46],"corporate":[47,109],"image":[48],"as":[49],"a":[50,64],"moderator":[51],"between":[52],"satisfaction.":[57],"developed":[60],"framework":[62],"questionnaire":[65],"through":[66],"literature":[68],"review.":[69],"Questionnaire":[70],"data":[71],"was":[72],"analyzed":[73],"by":[74],"SPSS.":[75],"analysis":[77,85,88],"methods":[78],"were":[79],"narrative":[80],"statistics,":[81],"factor":[82],"analysis,":[83],"reliability":[84],"regression":[87],"test":[90],"research":[92,119],"hypotheses.":[93],"offers":[96],"some":[97],"contributions":[98],"with":[103],"regards":[104],"image,":[110],"provides":[112],"suggestions":[113],"for":[114],"further":[115],"based":[116],"on":[117],"limitations.":[120]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}