The Influence of Loyalty Program Service Quality On Customer Satisfaction

dc.contributor.author Piyasuda Phothikit
dc.contributor.author Piyathida Praditbatuga
dc.contributor.author Santhiti Treetipbut
dc.date.accessioned 2018-08-23T06:14:07Z
dc.date.available 2018-08-23T06:14:07Z
dc.date.issued 2016
dc.description.abstract The objective of this research was to determine the influence of loyalty program service quality dimensions (program policy, program reward, personalization, tangibility, information usefulness, courteousness / helpfulness, and communication quality) on customer satisfaction of members of the Bangchak Gasohol Club and/or Diesel Club. A total of 120 complete and valid questionnaires were collected from Bangchak service stations in the Bangkok area. Hypotheses were tested using multiple regression analysis. It found that there is a positive influence of loyalty program service quality dimensions on customer satisfaction. In addition, the most significant program service quality dimension that has the highest impact on customer satisfaction is program reward, followed by program policy communication quality, courteousness / helpfulness, information usefulness, tangibility and personalization respectively. en_US
dc.format.extent 7 pages en_US
dc.format.mimetype application/pdf en_US
dc.identifier.citation The 4th International Graduate Research Conference en_US
dc.identifier.uri https://repository.au.edu/handle/6623004553/21266
dc.language.iso eng en_US
dc.rights.holder Piyasuda Phothikit en_US
dc.rights.holder Piyathida Praditbatuga en_US
dc.rights.holder Santhiti Treetipbut en_US
dc.subject Loyalty Program Service Quality (LPSQual) en_US
dc.subject Program policy en_US
dc.subject Program reward en_US
dc.subject Personalization en_US
dc.subject Tangibility en_US
dc.subject Information usefulness en_US
dc.subject Courteousness / Helpfulness en_US
dc.subject Communication quality en_US
dc.subject Customer satisfaction en_US
dc.title The Influence of Loyalty Program Service Quality On Customer Satisfaction en_US
dc.type Text en_US
mods.genre Proceeding Paper en_US
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