scholarly journals Research on the Impact of Customer Perceived Value of Haidilao Hot Pot on Consumer Behavior

2021 ◽  
Author(s):  
Qiong Li ◽  
Anlan Li
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Positive Impact ◽  
Perceived Value ◽  
Purchasing Decisions ◽  
Four Dimensions ◽  
Global Epidemic ◽  
Customer Perceived Value ◽  
Functional Value ◽  
Emotional Value

The paper takes Haidilao Hot Pot as the object through the collection of first-hand data, and analyzes the relationship between customer perceived value in functional value, emotional value, convenience value and social value on consumer behavior. Through factor analysis and variance analysis, it can be found that the four dimensions of customer perceived value have a significant positive impact on customer satisfaction, and customer satisfaction also has a significant positive impact on customer loyalty. Among them, functional value is the most important and obvious factor influencing customer purchasing decisions. The paper collects relevant data to complete the relevant content in the case of a global epidemic, hoping to provide certain guidance for the market-oriented adjustment of catering companies that are most affected by the epidemic.

Impact of perceived value on the satisfaction of supermarket customers: developing country perspective

2020 ◽  
Vol 48 (11) ◽  
pp. 1235-1254 ◽  
Author(s):  
Neale Slack ◽  
Gurmeet Singh ◽  
Shavneet Sharma
Keyword(s):  
Customer Satisfaction ◽  
Developing Country ◽  
Negative Impact ◽  
Positive Impact ◽  
Perceived Value ◽  
Content Type ◽  
Customer Perceived Value ◽  
Functional Value ◽  
The Impact ◽  
Insight Into

PurposeThe purpose of this paper is to provide insight into the impact of customer perceived value and its dimensions on customer satisfaction in a developing country, and practical suggestions for marketing strategies.Design/methodology/approachA cross-sectional survey collected data from five-hundred supermarket customers in Fiji. SPSS was used to provide descriptive and inferential analysis.FindingsResults reveal that customer perceived value (CPV) has a positive impact on customer satisfaction; and functional value (price/value for money) has more positive impact than social value, emotional value has a negative impact and functional value (performance/quality) has no significant impact on customer satisfaction.Research limitations/implicationsConsidering this research was undertaken in the supermarket sector of only one country, other researchers are urged to replicate this research in Fiji and other developing countries, to yield further insight into the context-specific nature of CPV.Practical implicationsIt is suggested that marketers note these findings (to understand better the conceptualisation and context-dependent nature of CPV, its dimensional interrelationships and its impact on customer satisfaction) in order to enhance CPV and ultimately customer satisfaction.Originality/valueThis study makes several contributions to research on CPV by providing insight into how developing country customers perceive the value of supermarkets from a construct and multidimensional perspective, the inter-relatedness of CPV dimensions and the impact of CPV and its dimensions on customer satisfaction.

Service-based vs. goods-based positioning of the product concept

2015 ◽  
Vol 27 (2) ◽  
pp. 247-255 ◽  
Author(s):  
Fabio Cassia ◽  
Marta Maria Ugolini ◽  
Nicola Cobelli ◽  
Liz Gill
Keyword(s):  
Hearing Aids ◽  
Perceived Value ◽  
Social Value ◽  
Content Type ◽  
Four Dimensions ◽  
Product Concept ◽  
Product Categories ◽  
Customer Perceived Value ◽  
Emotional Value ◽  
Product Concepts

Purpose – To counteract increasing competition and satisfy evolving customers’ needs, many firms are changing the positioning of their product concepts, from being product-based into service-based. Despite the increasing relevance of this shift, it is still unclear if this choice has a differential impact on customer perceived value. The purpose of this paper is to analyze customer perceived value for a firm’s product concept being positioned either as service-based or goods-based. Design/methodology/approach – An experiment was conducted using stimuli for two different product categories (hearing aids and bicycles) and measuring customers perceived value through the PERVAL scale’s four dimensions (quality value, emotional value, price value and social value). Findings – The results show that presenting the product concepts as service-based instead of good-based can enhance customer perceived value (in particular: quality, emotional and social value), but only if customers are not familiar with the product. Research limitations/implications – The study is based on one experiment and considers only two product categories. Further studies are needed to corroborate findings. Practical implications – The findings suggest that, under specific circumstances, the firm may improve customers’ attitude toward the product by emphasizing a service-based instead of a good-based positioning of the product concept. Originality/value – To our knowledge, this is the first research to evaluate the effects on customer perceived value of repositioning a product which has been traditionally goods-based (such a hearing aid and a bicycle) into service-based.

scholarly journals Pengaruh Customer Perceived Value , Service Quality, Dan Physical Environment Terhadap Kepuasan Dan Kesetiaan Pelanggan

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Shelly Agustina Natawijaya Dan Keni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Positive Impact ◽  
Perceived Value ◽  
Customer Perceived Value ◽  
The Relationship

The aim of this study are : First, to explore the effect of customer perceived value , service quality, and physical  environment on customer loyalty. Second, to explore the effect of  customer perceived value , service quality, and physical  environment on customer satisfaction. Third, to explore the effect of customer satisfaction towards customer loyalty. Fourth, to find out if customer satisfaction can mediate  customer perceived value , service quality, and physical  environment towards customer loyalty.  The method of data collection is purposive sampling.  The samples of this research are collected from 326 respondents, who are the customers of  furniture store in Jakarta.  The technique of data analysis used in this study was regression analysis and mediating test to find put the hypotheses. The results are : (a) the relationship between customer perceived value , service quality, and physical  environment have a significant and positive impact toward customer loyalty; (b)  the relationship between customer perceived value , service quality, and physical  environment have a significant and positive impact toward customer satisfaction; (c) customer satisfaction has a positive impact on customer loyalty; (d) customer satisfaction  will mediate the effect of  customer perceived value , service quality, and physical  environment towards customer loyalty.

Customer Perceived Value of Frequent Flyer Programmes

2016 ◽  
pp. 30-52
Author(s):  
Zhibin Lin ◽  
Rose Quan ◽  
Marco Chi Keung Lau ◽  
Jie Ma
Keyword(s):  
Brand Loyalty ◽  
Positive Impact ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Three Dimensions ◽  
Customer Perceived Value ◽  
Frequent Flyer ◽  
Emotional Value ◽  
Practical Implications

This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.

scholarly journals The Role of Religiosity on The Influence of Muslim Customer Perceived Value To Customer Satisfaction of Islamic Banking

2018 ◽  
pp. 253
Author(s):  
Yayuk Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Sampling Technique ◽  
Global Market ◽  
Social Value ◽  
Islamic Banking ◽  
Validity And Reliability ◽  
Customer Perceived Value ◽  
Emotional Value

The successfull of Islamic Banking on the global market depends on the company’s commitment to provide excellent service to their customers. The concept of Muslim customer perceived value (MCPV) is composed of six dimensions that consists of  quality, price, emotional value, social value, Islamic phisical attribute, and Islamic non phisical attribute. The purposes of this research are to determine the influence of MCPV to customer satisfaction of Islamic Banking at Malang Raya dan the role of religiosity in moderating those effects. One hundred and four respondents, who are customers of Islamic Banking, were involved in this research. Accidental sampling was used as sampling technique and instrument was tested by validity and reliability testing. Futhermore, data were analized by moderated regression analysis (MRA). The results of this research shows (1) Simoultaneously, Muslim customer perceived value (MCPV) influences the customer satisfaction and partially, there are only three variables that influence customer satisfaction such as price, social value, and Islamic non phisical attribute. Other variables such as quality, emotional value, and Islamic phisical attribute does not influence customer satisfaction; (2) Religiosity as a moderating variable on the influence Islamic non phisical attribute to the customer satisfaction. The moderating effect is streghtening the existing influence.

scholarly journals PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING

2014 ◽  
Vol 7 (1) ◽  
pp. 81
Author(s):  
Reza Putra Pratama
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Value ◽  
Measuring Method ◽  
Internet Banking ◽  
Customer Perceived Value ◽  
Distributive Fairness ◽  
Research Findings ◽  
Customer Trust

<span><em>The background of this research is to investigate and analyze the effect of systematic fairness </em><span><em>from internet banking services to customer satisfaction with customer trust and customer perceived </em><span><em>value as intervening variable. The objective of this research findings in internet banking, fairness </em><span><em>that includes distributive fairness, procedural fairness and informational fairness is positively</em><br /><span><em>related to customer satisfaction. Trust is identified as the key mediator of fairness to customer </em><span><em>satisfaction. The design of this research model based on equity theory and relationship marketing </em><span><em>theory that incorporates fairness, trust, perceived value and customer satisfaction. The participants </em><span><em>of this sample includes 100 respondents which are the customer of bank on Jakarta. Data analysis </em><span><em>applied measuring method on Structural Equation Method (SEM) by using the statistic Lisrel. The </em><span><em>result of research indicated that,, systematic fairness has a positive impact to customer satisfaction </em><span><em>as well as trust and perceived value of the customer to the satisfaction.</em><br /><strong><em>Keywords: </em><em>systematic Fairness, Customer Satisfaction, Trust, Perceived Value.</em></strong></span></span></span></span></span></span></span></span></span><br /></span></span>

scholarly journals FAKTOR-FAKTOR PEMBENTUK LOYALITAS MEREK PADA PENGGUNA PONSEL SMARTFREN

2016 ◽  
Vol 12 (2) ◽  
pp. 97
Author(s):  
Aji Wira Tama ◽  
Wisnu Untoro
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Social Value ◽  
Brand Identification ◽  
Purposive Sampling ◽  
Functional Value ◽  
Emotional Value ◽  
Positive Effect

Abstrak: Faktor-Faktor Pembentuk Loyalitas Merek pada Pengguna Ponsel Smartfren. Penelitian ini bertujuan menguji pengaruh dimensi dari nilai pelanggan dan identifikasi merek terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 175 responden pada pelanggan Smartfren. Hasil penelitian menunjukkan bahwa (1) nilai fungsional berpengaruh positif terhadap kepuasan pelanggan, (2) nilai emosional tidak berpengaruh terhadap kepuasan pelanggan, (3) nilai sosial tidak berpengaruh terhadap kepuasan pelanggan, (4) identifikasi  merek berpengaruh positif terhadap kepuasan pelanggan, (5) nilai fungsional tidak berpengaruh terhadap loyalitas merek, (6) nilai emosional tidak berpengaruh terhadap loyalitas merek, (7) nilai sosial berpengaruh terhadap loyalitas merek, (8) identifikasi merek tidak berpengaruh terhadap loyalitas merek, (9) kepuasan pelanggan berpengaruh positif terhadap loyalitas merek, (10) nilai fungsional, nilai emosional, nilai sosial dan identifikasi merek tidak terbukti berpengaruh secara simultan terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Kata kunci: Nilai pelanggan, identifikasi merek, kepuasan pelanggan, loyalitas merek Abstract: Factors Affecting Brand Loyalty among Smartfren Customers. The purpose of this study was to analyze the effect of the dimensions of customer value and brand identification on brand loyalty and customer satisfaction as a mediating variable. A purposive sampling technique was adopted to collect 175 Smartfren customers. The results showed that: (1) the functional value has positive effect on customer satisfaction, (2) the emotional value has no effect on customer satisfaction, (3) social values has no effect on customer satisfaction, (4) brand identification has positive impact on customer satisfaction, (5) functional value has no effect on brand loyalty, (6) the emotional value has no effect on brand loyalty, (7) social value has positive effect on brand loyalty, (8) brand identification has no effect on brand loyalty, (9) customer satisfaction has positive effect on loyalty brand, (10) the functional value, emotional value, social value and brand identification simultaneous have no effect on brand loyalty with customer satisfaction as a mediating variable. Keywords: Customer value, brand identification, customer satisfaction, brand loyalty

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

scholarly journals THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

2020 ◽  
Vol 7 (1) ◽  
pp. 20-29
Author(s):  
Hilarius Bambang Winarko ◽  
Asmaul Husna
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Statistical Tests ◽  
Perceived Value ◽  
Corporate Image ◽  
Factors Affecting ◽  
Customer Expectation ◽  
Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

Sign in / Sign up

Export Citation Format

Share Document