An Investigation on Effect of Customer Characteristics on the Satisfaction-loyalty Link

Wenting ZHU, Ling Yee LI

Research output: Other Conference ContributionsConference Paper (other)Other Conference Paperpeer-review


An empirical study is conducted on a full-service Chinese Restaurant in a Hong Kong university to investigate moderating roles customer characteristics play in the satisfaction-loyalty link. The hypotheses over the moderating effects of age, education and lengthen of relationship are formulated and examined. The results of Chow-test show that the relationship is moderated by age and lengthen of relationship in this case. In particular, a stronger impact is identified for older customers and those with a longer relationship with the university. The managerial and theoretical implications as derived from the current findings are discussed.
Original languageEnglish
Number of pages13
Publication statusPublished - 8 Dec 2018
Event2018 AIB Southeast Asia Regional Conference: Entrepreneurship and Innovation in Emerging Markets - Lingnan University, Hong Kong, Hong Kong
Duration: 6 Dec 20188 Dec 2018


Conference2018 AIB Southeast Asia Regional Conference
Abbreviated title2018 AIBSEAR
Country/TerritoryHong Kong
CityHong Kong
OtherThe 2018 Academy of International Business (AIB) Southeast Asia Regional Conference is organized by AIBSEAR during 6-8 December 2018, in Hong Kong. In particular this year, it will be co-organized by Lingnan University as a tribute to Lingnan University 50th Anniversary of reestablishment in Hong Kong. The theme of the 2018 AIBSEAR Hong Kong Conference is “Entrepreneurship and Innovation in Emerging Markets”.
Internet address


  • restaurant catering service
  • customer satisfaction
  • customer loyalty
  • customer characteristics
  • moderating effect


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