Factors of loyalty across corporate brand images, products, dealers, sales staff, and after-sales services in the automotive industry
Even if the project leader can set the priority within the range of the department, it is difficult for the management to set it from a company-wide perspective. One reason is that there is a lack of bird’s-eye view evaluation. Therefore, this study quantitatively evaluated the loyalty factors for the Japanese automobile industry, covering the corporate brand image, products, dealers, sales staff, and after-sales services. As a result, the most effective factor is the product, and the emotional value represented by design and usability is more important than the functional value. For sales staff, familiarity was more effective than specialty.
- Record URL:
- Record URL:
-
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/18770509
-
Supplemental Notes:
- © 2021 Takumi Kato. Published by Elsevier B.V. Abstract reprinted with permission of Elsevier.
-
Authors:
- Kato, Takumi
-
Conference:
- Knowledge-Based and Intelligent Information & Engineering Systems: Proceedings of the 25th International Conference KES2021
- Location: Szczecin , Poland
- Date: 2021-9-8 to 2021-9-10
- Publication Date: 2021
Language
- English
Media Info
- Media Type: Web
- Features: References;
- Pagination: pp 1411-1421
-
Serial:
- Procedia Computer Science
- Volume: 192
- Issue Number: 0
- Publisher: Elsevier
- ISSN: 1877-0509
- Serial URL: http://www.sciencedirect.com/science/journal/18770509
-
Publication flags:
Open Access (libre)
Subject/Index Terms
- TRT Terms: Business models; Consumer preferences; Customer satisfaction; Motor vehicle industry; Sales; Structural equation modeling
- Geographic Terms: Japan
- Subject Areas: Administration and Management; Economics; Highways; Vehicles and Equipment;
Filing Info
- Accession Number: 01786382
- Record Type: Publication
- Files: TRIS
- Created Date: Oct 26 2021 2:30PM