Indices of Service Quality, Customer Satisfaction and Loyalty in Japanese Service Industries

本研究提出了服务质量、顾客满意和忠诚度之间关系的结构模型。“经验价值”(由Schmitt(2000)引入)的概念也被考虑在这个框架中。该模型来源于Fronell等人提出的美国满意度指数(ACSI)结构模型。(1996年)。在此结构模型的基础上，给出了顾客满意度、服务质量、体验价值和忠诚度的评分方法。本研究于2009年1月底、2010年1月底和2011年1月底对日本职业棒球进行了基于网络的客户调查。然后，对服务质量(如球队表现、球队和球员的吸引力、场馆设备/服务等)、顾客满意度和忠诚度之间的因果关系模型进行了估计，并为每个球队提供了这些因素的得分。建立了体验值模型，计算了体验值的得分。此外，我们还检查了这些得分与基础球队主场观众数量之间的关系。

This research presents a structural model of relationships between service quality, customer satisfaction and loyalty. The concept "experience value" (introduced by Schmitt (2000)) is also considered in this framework. The proposed model comes from the structural model for the American Satisfaction Index (ACSI), which is provided by Fronell et al. (1996). On the basis of the structural model, a scoring method for customer satisfaction, service quality, experience value and loyalty is provided. Web-based customer survey was conducted for Japanese professional baseball in the end of January of 2009, 2010 and 2011. Then, the cause-effect model for between the service quality (such as the team performance, the attractiveness of teams and players, stadium equipment/service, etc), customer satisfaction, and loyalty was estimated, and these factor scores were provided for each team. The model for experience value was also constructed and its scores were obtained. In addition, we examined the relationship between these scores and the number of spectators of the home stadium for the underlying teams.