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
CountryHong 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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