Study on Customer Personality Characteristics and Relationship Outcomes Using SEM Analysis

Xi Feng

doi:10.4028/www.scientific.net/AMM.462-463.841

Paper Titles

Research of Garlic Umbilical (Root) Cutting Machine Based on Image Processing
p.820

Improve Dynamic Performance on High Speed by Application of Electromagnetic Valve Actuation
p.826

Research on Relationship between Information Disclosure and Cost of Equity Capital for Small and Medium-Sized Enterprises
p.833

Automatic White Balance Based on Gray World Method and Retinex
p.837

Study on Customer Personality Characteristics and Relationship Outcomes Using SEM Analysis
p.841

Study of CDR Real-Time Query Based on Big Data Technologies
p.845

Research on Mobile Business Value Network and Model Construction
p.849

Research of Data Sparsity Based on Collaborative Filtering Algorithm
p.856

Research for Cold-Start Problem in Network-Based Recommendation Algorithm
p.861

HomeApplied Mechanics and MaterialsApplied Mechanics and Materials Vols. 462-463Study on Customer Personality Characteristics and...

Study on Customer Personality Characteristics and Relationship Outcomes Using SEM Analysis

Abstract:

The purpose of this article is to empirically examine the influence of customer personality characteristics (need for social affiliation, customer relationship proneness) on relationship outcomes (customer trust, satisfaction, and loyalty). Online responses from service companies were gathered to assess the influence using Structural Equation Models (SEM). Results indicate that need for social affiliation is a strong determinant of customer relationship proneness and trust. Consumer relationship proneness has directly positive impact on trust and satisfaction. The results confirm the trust-satisfaction-loyalty paradigm in service context.