餐饮类移动团购服务质量对顾客忠诚的影响研究管理科学与工程专业论文.docxVIP

AbstractSPECIALIZATION： Abstract SPECIALIZATION： 丛垒坠垒2曼磐曼壁!S壁i曼壁里壁垒望亟塾塾gi壁垒星￡i坠2 M．A．CANDIDATE：至量至』垒盟g!i塾2鱼望g MENTOR： Prof．ZHANG Lin The emergence of the United States group—buying website Groupon created a new business model，which increasingly swept the wodd，and have became a new consumption patterns．In recent years，晰t11 the popularity of mobile terminal equipment，rapid development of mobile Intemet and the promotion of mobile payment applications，mobile commerce is developing rapidly．Group—buying began to force mobile terminal，the characteristics of local life services and mobile commerce for location-based services promote the explosive growth of mobile group-buying．Catering group—buying，closely related to people，has the largest proportion of the turnover of mobile group-buying．However,with the rapid development of mobile group-buying，the poor quality of mobile group-buying clients and cmering enterprises has became increasingly obvious．The Mobile group-buying clients’not timely service， cmefing enterprises violating the legitimate interests of the customer has caused customer dissatisfaction，leading to the loyalty of mobile group-buying clients and catering enterprises is not high． This study first sorts out and analyzes the related literature of service quality,customer satisfaction and customer loyalty．According to the characteristics of catering mobile group-buying industry,the service quality is divided into two parts，mobile group—buying clients service quality and catering enterprises service quality．On the basis of introducing the customer satisfaction as a mediating variable，the paper proposes a theoretical study model and research hypothesis to study the relationship between service quality and customer loyalty． Secondly,based on the maturity scale of service quality,and combining the characteristics of catering mobile group-buying，the paper revised questionnaire．Again，complete the data 万方数据 collection collection through the issuance of que