The relationship among perceived value, brand image, customer satisfaction, and customer loyalty: The moderating effect of gender

2015 ◽  
pp. 159-164
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Perceived Value ◽  
Moderating Effect ◽  
The Relationship

scholarly journals Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

2015 ◽  
Vol 31 (2) ◽  
pp. 371 ◽  
Author(s):  
Valentina Stan
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Perceived Value ◽  
Moderating Effect ◽  
Store Image ◽  
Strong Impact ◽  
The Impact ◽  
The Relationship

<p class="default">The objective of this work is to propose and test a conceptual framework that considers customer satisfaction, store image, perceived value and switching costs as antecedents of customer loyalty. In addition, we examine the moderating effect of switching costs in the relationship between loyalty and its antecedents. While customer satisfaction, store image and perceived value are important determinants of loyalty, switching costs have the same strong impact on customer loyalty as satisfaction. The findings prove that switching costs have a moderating effect on the relationship between store image and loyalty, as well as between perceived value and loyalty.</p>

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

scholarly journals The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

2020 ◽  
Vol 24 ◽  
Author(s):  
Rajiv Kumar ◽  
Amit Sachan ◽  
Ritu Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Perceived Value ◽  
Internet Banking ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
The Impact ◽  
The Relationship

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer’s perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

The moderating effect of complaint handling on Malaysian prepaid mobile services

2017 ◽  
Vol 2 (3) ◽  
Author(s):  
Mohd Saiful Rizal Yusoff ◽  
Nabsiah Abdul Wahid ◽  
Nur Hani Alias
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Demographic Data ◽  
Perceived Value ◽  
Moderating Effect ◽  
Organizational Level ◽  
Strategic Action ◽  
Cross Sectional ◽  
Business World ◽  
Complaint Handling

Purpose – The purpose of this research is to identify the determinants of customer loyalty and investigate the moderating effect of customer satisfaction in Malaysian telecommunications industry.Design/methodology/approach – The research uses quantitative approach by gathering data from 261 students studying in Universiti Sains Malaysia, Universiti Malaya and Universiti Teknologi Malaysia. Consequently, a set of questionnaires are send to obtain the feedback and two types of software are used to analyze the data. SPSS version 20 software is used to obtain the summary of demographic data and SmartPLS version 3.0 software is used to analyze the existing relationship among the variables.Findings – The result shows trust, perceived value and customer satisfaction acted as determinants to customer loyalty. Complaint handling in general does not gives a significant effect to the model but the interaction graph shows the moderating behavior does occur to the customer satisfaction and customer loyalty relationship.Research limitations/implications – This research is conducted in cross-sectional basis. Therefore, this limit the understanding of either there any changes of behavior after a certain period of time. Thus, longitudinal study is proposed for future research.Practical implications – The managers and practitioners in the business world need to focus more on customer trust, perceived value and customer satisfaction in order to retain the customer. This in return will leads to future sustainability. The concept could be implemented in the operational level as well as in the organizational level in fulfilling the organization’s operational and strategic action plan.Originality/value – The research takes into account the moderating effect of complaint handling in determining the customer loyalty. Therefore, the outcome could lead to a more comprehensive understanding on how to appropriately dealing with future customer, especially when the student is the intended target group.   

Pengaruh Switching Cost sebagai Pemoderasi Hubungan antara Kepuasan dan Loyalitas Konsumen

2007 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Aditya Putranto Ardhani
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phone ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Moderating Effect ◽  
Sim Card ◽  
The Relationship

The aim of this research is to exornine the moderating effect of switching cost on the relationship between customer satisfaction"ia-ioyaiy. The reiearch object is 150 customers who use mobile phone Sim Card in Yogtakarta. The result shows that the moderating effect of switching cost on the relationship between satisfaction and loyatty is not supported. However the ffict ;f customer satisfaction on loyalty persists with or without the switching cost.Keywords: Switching Cost, Customer Satisfaction, Customer Loyalty

scholarly journals Examining Paid Mobile Application Customer Loyalty: The Moderating Effect of Switching Costs

2016 ◽  
Vol 6 (2) ◽  
pp. 100 ◽  
Author(s):  
Wen-Tsung Wu ◽  
Chie-Bein Chen ◽  
Chiao-Chen Chang
Keyword(s):  
Customer Loyalty ◽  
Mobile Applications ◽  
Mobile Application ◽  
Switching Costs ◽  
Critical Role ◽  
Perceived Value ◽  
Moderating Effect ◽  
A Value ◽  
Application Industry ◽  
The Relationship

The mobile application industry has more actions and services in recent years due to consumer demand.The purpose of this study is to explain the relationships among perceived value, satisfaction, and customer loyalty in the paid mobile application industry. Moreover, this studydevelops and testsa conceptual model that offer a value perspective in understanding customer loyalty toward paid mobile applications. Toachieve this aim, perceived value and customer satisfaction must be measured and “switching costs” identified. This study also takes a value component perspective from Bernardo, Marimon and del Mar Alonso-Almeida (2012) to confirm how the two types of switching costs (monetary vs. nonmonetary switching costs) moderate the link in perceived value, satisfaction, and loyalty in the instance of a paid entertainment mobile application. The results from an online survey indicate that the switching costs had a moderating effect on the relationship between perceived value and loyalty, and the satisfaction and loyalty of using paid mobile applications. With respect to the findings, the moderating effect of switching cost play a critical role in determining customer loyalty of paid mobile applications. It also revealed that nonmonetary switching costs has more importance than monetary switching costs in engendering loyalty, since monetary contains price in the download paid mobile applications, which provides negative outcomes among the relationship of perceived value, satisfaction, and loyalty. In the conclusion, the implications of these findings are discussed.

scholarly journals The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110144
Author(s):  
Ersin Eskiler ◽  
Remzi Altunışık
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Moderating Effect ◽  
Equation Modeling ◽  
High Involvement ◽  
Marketing Service ◽  
The Relationship

Future trends in customers’ postpurchasing habits and the identification of the structures that affect the formation of these trends are key determinants of long-term financial performance and competitive advantage for businesses. In the field of marketing, service quality, perceived value and customer satisfaction, and the relationship between these structures are the main factors for the determination of customer loyalty. However, empirical findings have proven to be inadequate in revealing relationships between related structures in low- and high-involvement levels of consumer groups. Therefore, the aim of this study was to examine the moderating effect of involvement in the relationship between the behavioral intentions of members of a sports-fitness center and their antecedents. For the research, face-to-face questionnaires were administered to 842 subjects who had been selected by convenience sampling performed at sports and fitness centers operating in Istanbul, and the collected data were analyzed using the structural equation modeling technique. Our results showed that there were differences in the effects of service quality, perceived value, and customer satisfaction on behavioral intentions among consumer groups in terms of low- or high-involvement levels. This article discussed the theoretical and managerial effects of the obtained results.

scholarly journals Pengaruh Brand Image Terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan Pada Rumah Makan Titin Trenggalek

2018 ◽  
Vol 2 (1) ◽  
pp. 1-11
Author(s):  
Deby Santyo Rusandy
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Consumer Population ◽  
The Relationship

This study aims 1) To test and explain the effect of brand image on customer loyalty at TITIN Restaurant Trenggalek. 2) To test and explain the effect of brand image on customer satisfaction at TITIN Restaurant Trenggalek. 3) To test and explain the effect of customer satisfaction on customer loyalty at TITIN Restaurant Trenggalek and 4) To test and explain customer satisfaction mediation relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.Penelitian using eksplanasi research methods conducted through data collection in the field. The assumptions used in this study are the variables that can be measured by using the responses of respondents with questionnaires, TITIN Trenggalek Household consumer population, and samples of 100 respondents / consumers, data analysis using multiple linear regression statistic method, test sobel and hypothesis testing. Based on the results of research indicate that 1) Brand imagedapat improve customer loyalty at Restaurant TITIN Trenggalek.2) Brand imagedapat improve customer satisfaction at Restaurant TITIN Trenggalek. 3) customer satisfaction can increase customer loyalty at TITIN Restaurant Trenggalek and 4) Customer satisfaction mediate the relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.

scholarly journals The Roles of Islamic Religiosity, Brand Image and Knowledge on Relationship between Perceived Value and Tourist Satisfaction: A Review

2018 ◽  
Vol 13 (8) ◽  
pp. 101 ◽  
Author(s):  
Nashrul Hakimi ◽  
Noorshella Binti Che Nawi ◽  
Mohamad Ismail ◽  
Md Zaki Muhamad Hasan ◽  
Asrul Hery Ibrahim ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Perceived Value ◽  
Tourism Industry ◽  
Customer Behavior ◽  
Islamic Perspective ◽  
Tourist Satisfaction ◽  
Conceptual Paper ◽  
The Relationship

Islamic tourism industry must be innovative to remain competitive in an increasingly global economic. This conceptual paper examines the relationship between key component and factor that can affect the customer satisfaction in the Islamic tourism industry. The paper conceptualizes perceived value, brand image and Islamic attributes to studies the relationship that exists in the industry. The paper also uses knowledge and religiosity to investigate the moderate factor that exists in the framework between Islamic attributes and customer satisfaction. This paper will shed some light on measuring customer behavior in tourism from Islamic perspective. The dimension use in this paper also could be used as a base for tailoring Islamic tourist packages.

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