本研究基於上述研究背景與動機的探討以及所衍生的研究問題，乃蒐集各種相關文獻，並確定本研究的主要目的在探討於消費者對於家具零售業的關係品質對顧客忠誠度之間相互影響的關係，從家具零售業與消費者互動過程中，以消費者認知的觀點來探討承諾、誠信、滿意度與消費者忠誠度的關係，且加入情境因素關係品質與忠誠度間影響關係的改變。
家具零售業中，顯少業者從事關係行銷，然而以關係行銷策略導向強化並維持和消費者之間的關係，將行銷、消費者的品質能做最佳的運用，其品質好壞的認定，在於消費者接受後，以消費者所期望的服務與實際服務之間的差距，評估其服務的感受，關係品質是衡量關係強弱的重要指標，關係品質愈高，表示消費者對於彼此間的互動關係感到滿意、承信，進而承諾日後彼此更進一步的關係，家具零售業也可以藉此達到消費者滿意並維持及發展與消費者長期互惠的闗係及雙方的雙贏結果。
Based on this study, investigate and research questions arising from the above-mentioned research background and motivation is to collect all relevant documents and to determine the main purpose of this study was to investigate the interaction of consumers in relation to the quality of the furniture retail industry between customer loyalty relationship, from the furniture retail and consumer interaction process in order to explore the views of consumer awareness commitment, relationship integrity, satisfaction and consumer loyalty, and the relationship between added situational factors affect the relationship between quality and loyalty of change .
