| dc.description.abstract | The research is conducted to examine the influencing factors of customer loyalty towards DHL international express delivery services. The study applies the research model from Luarn and Lin (2003) with three independent variables, which are Customer Satisfaction, Customer Trust and Perceived Value, one mediating factor – Customer Commitment and one dependent variable refering to Customer Loyalty.
Quantitative method is applied in this study. The research data was collected from 303 DHL business-to-customer consumers within Ho Chi Minh City from all walks of life. The responses were put into carefull analysis with the support from IBM SPSS software, including descriptive statistics, reliability test, EFA, Pearson correlation and SPSS PROCESS, to study the mediating effect of Customer Commitment and determine the relationship between these listed above factor.
Based on the questionnaire results and data analysis outcomes, ecommendations are suggested at the end of this study to provide key ideas that DHL Express should improve to enhance its customer loyalty level.
Keywords: Customer Satisfaction, Customer Trust, Perceived Value, Customer Commitment, Customet Loyalty, mediating factor, SPSS PROCESS. | en_US |
