...Yongju Jeong; Yongsung Lee Purpose The paper intends to explore the influencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data obtained from furniture purchaser. Design/methodology/approach The research model...

... and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer...

... to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural...

... into the creation of a brand’s equity and can thus be used in the brand management process to achieve brand excellence. © MCB UP Limited 2003 Brand management Brand equity Emotional associations Emotional evaluations Customer loyalty ...