scholarly journals Experiential Consumption and Customer Satisfaction: Moderating Effects of Perceived Values

2016 ◽  
Vol 8 (5) ◽  
pp. 32 ◽  
Author(s):  
Lung-Yu Li ◽  
Long-Yuan Lee
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
The Body ◽  
Moderating Effects ◽  
Experiential Marketing ◽  
Experiential Consumption ◽  
Positive Effects ◽  
Body Of Knowledge ◽  
Managerial Implications ◽  
The Relationship

<p>Perceived value has also been studied to investigate what consumers really want and how to reach their mind over the past decade. Marketers recently had made efforts to integrate the concept of perceived value into experiential marketing strategy. The key of perceived value is to understand not only how they satisfied with the product they purchased, but also how they felt the service they were involved in. The current study aimed to investigate the relationship between experiential consumption and customer satisfaction toward consumers in the resort hotel industry. Applying perceived value as a moderator, the study further examine the level of effect on the relationship between experiential consumption and customer satisfaction. Using purposive sampling method, data was collected from 378 subjects through the self-administrated questionnaire. The result indicated that all dimensions of experiential consumption had positive effect on customer satisfaction. Both dimensions of perceived value, in addition, showed positive effects on customer satisfaction. Perceived value was proven to have partially moderating effects on the relationship between experiential consumption and customer satisfaction. Suggestions and managerial implications were discussed in the study, and would provide contribution both to the body of knowledge in the filed of marketing management.</p>

scholarly journals EXPLORING SERVICE QUALITY IMPACTS ON CUSTOMER SATISFACTION IN MILITARY MEDICAL CENTRES: MODERATING ROLE OF PERCEIVED VALUE

2016 ◽  
Vol 7 (2) ◽  
Author(s):  
Azman Ismail ◽  
Mohd Helmi Ali ◽  
Nur Ilyani Ranlan Rose ◽  
Anis Anisah Abdulla ◽  
Herwina Rosnan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Path Model ◽  
Survey Method ◽  
Moderating Effects ◽  
Medical Centers ◽  
Organization Analysis ◽  
The Relationship

<p>Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers’ perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers’ perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers’ perceived value. Further, this study offers discussion, implications and conclusion.</p>

scholarly journals Repurchase Intention among Mobile Shoppers with Mediating Effect of Satisfaction on Mobile Shopping

2021 ◽  
Vol 16 (7) ◽  
pp. 1
Author(s):  
Nur Ain Mohd Paiz ◽  
Mass Hareeza Ali ◽  
Abdul Rashid Abdullah ◽  
Zuraina Dato Mansor
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
The Body ◽  
Mediating Effect ◽  
Repurchase Intention ◽  
Good Continuation ◽  
Mobile Shopping ◽  
Managerial Implications ◽  
The Relationship

Good continuation of mobile shoppers&rsquo; intention could ensure sustainability in mobile shopping, thus the study of consumer behavior including service quality, perceived value, trust and satisfaction is essential in order to understand their needs. The question is whether the mobile shopping in Malaysia has provided sufficient mobile websites or apps facilities to gain the repurchase intention of mobile shoppers. However, there are several issues arise such as bad reviews or comments, lack of communication and fake online sellers that may affect mobile shoppers&rsquo; behaviour. This research aims to examine the relationship between service quality (SQ), perceived value (PV) and trust (TR) mediated by mobile shoppers&rsquo; satisfaction (CS) with repurchase intention (RI). 427 usable questionnaires were collected from the mobile shoppers around Kuala Lumpur and Selangor. The data was analyzed using SPSS and Structural Equation Modelling in SmartPLS. The results suggested that there is a significant relationship between SQ, PV and TR on CS. Besides, CS mediates the relationship between SQ, PV and TR with RI. The research has extended the body of knowledge in mobile shopping studies. The findings contribute valuable theoretical and managerial implications that can enhance mobile shopping services.

scholarly journals ANALISIS HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN TERHADAP KEINGINAN PEMBELIAN ULANG, STUDI KASUS DI UNIVERSITAS BUNDA MULIA

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
YB Andre
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
The Body ◽  
Repurchase Intention ◽  
Body Of Knowledge ◽  
The Relationship ◽  
Students As Customers

<p>The purpose of this research is to obtain a better understanding of the relationship among customer satisfaction and customer loyalty to repurchase intention. One of the methods used in this paper is by surveying students (as customers) from 12 departements in Bunda Mulia University (UBM). The students have to fill in the questionnaires related to customer satisfaction, customer loyalty and repurchase intention concepts. A total of 232 students filled the questionnaires. The results support the conceptual model in demonstrating a strong relationship among customer satisfaction and customer loyalty to repurchase intention. One of the findings shows that the dimension of satisfaction does not directly support repuchase intention. This research adds to the body of knowledge related to customer satisfaction management.</p><p>Keywords : Consumer satisfaction, repurchase intention</p>

Analysing the Moderating Effects of Product Involvement and Endorsement Type on Consumer Buying Behaviour: An Empirical Study on Youth Perspective

2021 ◽  
pp. 227797522110090
Author(s):  
Chandan Andanesh Chavadi ◽  
Monika Sirothiya ◽  
Vishwanatha M.R. ◽  
Prashant V. Yatgiri
Keyword(s):  
Purchase Intentions ◽  
The Body ◽  
Moderating Effects ◽  
Product Involvement ◽  
Postgraduate Students ◽  
Baby Boomer Generation ◽  
Body Of Knowledge ◽  
Managerial Implications ◽  
Buying Behaviour ◽  
The Impact

As Indian youths have more choices than ever before and purchase products that define them, it becomes necessary for marketers and companies to explore youth behavioural responses. Film celebrities, sports icons, and fictional celebrities influence youths through their status and achievements. Celebrity influence on youth is four times more than their influence on the baby boomer generation, and youthful shoppers evaluate ads more than grown-ups do. Given the battle between celebrity and Mascot for brand endorsement, marketers have an increased interest in examining the differential effect of endorsers and product involvement’s potent effects on youth attitude and purchase intentions. This study has used an experimental design to assess the advertisement effectiveness. The endorser has three levels (i.e. Bollywood celebrity, sports celebrity and mascot) and product involvement had two levels (low vs high involvement, non-food products). Product involvement was used as a moderating variable and was found to enhance the impact of endorsements. The current research also assessed the interaction effect of endorsement and product involvement. This study was conducted on undergraduate and postgraduate students and has used six print ads. The study’s findings revealed that all the paths from endorsement type and product involvement to AaD, AB and PI are found significant. The interaction effects of endorsement type and product involvement significantly predict attitude towards the brand and purchase intentions. The outcomes of this study add value to the body of knowledge and discuss managerial implications.

Linking ‘Halal’ Friendly Hotel Attributes and Customer Satisfaction:The Islamic Tourism Sector

2016 ◽  
Vol 4 (4) ◽  
pp. 43
Author(s):  
Lennora Putit ◽  
Mazzini Muda ◽  
Ainul Nadzirah Mahmood ◽  
Nor Zafirah Ahmad Taufek ◽  
Norhayati Wahib
Keyword(s):  
Customer Satisfaction ◽  
Dress Code ◽  
Significant Relationships ◽  
Tourism Sector ◽  
Managerial Implications ◽  
Halal Food ◽  
Increasing Demand ◽  
Islamic Dress ◽  
The Relationship ◽  
Survey Questionnaires

An increasing demand for Islamic tourism has driven the concept of a ‘Halal’ (or permissible) friendly hotel into another level of business insight within the consumers’ travel market. The concept via its unique value proposition has rapidly become very attractive not only to Muslim tourists, but also to non-Muslim tourists globally. This study aims to examine the relationship linking ‘Halal’ friendly hotel attributes and customer satisfaction. Using purposive sampling, a total of 410 survey questionnaires were distributed to targeted respondents with only 323 usable feedbacks and used for data analysis. Regression results revealed that four main “Halal-friendly hotel” attributes have significant relationships with customer satisfaction. These include prayer facilities, Halal food, Islamic dress code and general Islamic morality. Of these four attributes, prayer facilities proved to have the most significant impact on customer satisfaction. Findings and managerial implications were further discussed in this article.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

scholarly journals Linking Supply Chain Network Complexity to Interdependence and Risk-Assessment: Scale Development and Empirical Investigation

2015 ◽  
Vol 17 (1) ◽  
pp. 1-12 ◽  
Author(s):  
Samyadip Chakraborty
Keyword(s):  
Risk Assessment ◽  
Supply Chain ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Supply Chain Network ◽  
Managerial Decision ◽  
Empirically Supported ◽  
Body Of Knowledge ◽  
Managerial Implications

Concepts like supply chain network complexity, interdependence and risk assessment have been prominently discussed directly and indirectly in management literature over past decades and plenty of frameworks and conceptual prescriptive research works have been published contributing towards building the body of knowledge. However previous studies often lacked quantification of the findings. Consequently, the need for suitable scales becomes prominent for measuring those constructs to empirically support the conceptualized relationships. This paper expands the understanding of supply chain network complexity (SCNC) and also highlights its implications on interdependence (ID) between the actors and risk assessment (RAS) in transaction relationships. In doing so, SCNC and RAS are operationalized to understand how SCNC affects interdependence and risk assessment between the actors in the supply chain network. The contribution of this study lies in developing and validating multi-item scales for these constructs and empirically establishing the hypothesized relationships in the Indian context based on firm data collected using survey–based questionnaire. The methodology followed included structural equation modeling. The study findings indicate that SCNC had significant relationship with interdependence, which in turn significantly affected risk assessment. This study carries both academic and managerial implications and provides an empirically supported framework linking network complexity with the two key variables (ID and RAS), playing crucial roles in managerial decision making. This study contributes to the body of knowledge and aims at guiding managers in better understanding transaction relationships.

Examining the Role of Green Transformational Leadership on Promoting Green Organizational Behavior

2019 ◽  
pp. 200-224
Author(s):  
Chipo Mukonza ◽  
Ilze Swarts
Keyword(s):  
Transformational Leadership ◽  
Organizational Behavior ◽  
The Body ◽  
Intellectual Stimulation ◽  
Idealized Influence ◽  
Body Of Knowledge ◽  
Inspirational Motivation ◽  
Website Analysis ◽  
The Relationship

This chapter examines the role of green transformational leadership on promoting green organizational behavior. Green transformational leadership has been found to be influencing green organizational behavior. The study uses content analysis and website analysis. Nedbank is used in the chapter as an archetype of an organization with a green transformational leadership which has influenced green organizational behavior. Four characteristics of green transformational leadership namely idealized influence, inspirational motivation, intellectual stimulation, and individualized consideration were used. The leadership engages its customer and rewards them for green behavior which is important for intellectual stimulation and motivating their employees. The study contributes to the body of knowledge on green transformational behavior by confirming the relationship. The chapter recommends that more trainings and educational awareness on green values be provided to the management so that ultimately this are emulated and practiced by their employees.

The mediating impact of customer satisfaction in relation of brand equity and brand loyalty

2019 ◽  
Vol 9 (1) ◽  
pp. 62-87 ◽  
Author(s):  
Sonia Kataria ◽  
Vinod Saini
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Oral Care ◽  
Perceived Value ◽  
Perceived Quality ◽  
Brand Trust ◽  
Content Type ◽  
Relationship Of ◽  
The Relationship

Purpose The purpose of this paper is to explore the inter-relationship of dimensions for consumer-based brand equity and brand loyalty with customer satisfaction as a mediator for oral care segment with special reference to Delhi and connecting areas. Design/methodology/approach For achieving the objective of this study, the theoretical model was tested through structural equation modelling. Research scales from the literature were modified for suitability. Data were collected from 250 respondents. Findings The results indicate that for the oral care segment, customer satisfaction is significantly related to the perceived quality, brand trust, perceived value of cost and lifestyle congruence. Moreover, customer satisfaction partially mediates the relationship of perceived quality and perceived value of cost with brand loyalty, whereas it fully mediates the relationship of lifestyle congruence and brand trust with brand loyalty. Thus, even for low-involvement products, consumer purchases are based on the attributes of the brand rather than being merely habitual. Originality/value The literature supports the direct influence of brand equity on brand loyalty. However, no other study has investigated the mediating role of customer satisfaction on the relationship between brand equity and brand loyalty for low-involvement products.

scholarly journals Examining the effects of interorganizational learning on performance: a meta-analysis

2018 ◽  
Vol 33 (4) ◽  
pp. 574-584 ◽  
Author(s):  
Anni Rajala
Keyword(s):  
Meta Analysis ◽  
Moderating Effects ◽  
Interorganizational Learning ◽  
Content Type ◽  
Positive Effects ◽  
Research Designs ◽  
Different Types ◽  
And Performance ◽  
The Relationship ◽  
Practical Implications

Purpose Relationship learning is viewed as an important factor in enhancing competitiveness and an important determinant of profitability in relationships. Prior studies have acknowledged the positive effects of interorganizational learning on performance, but the performance measures applied have varied. The purpose of this study is to examine the relationship between interorganizational learning and different types of performance. The paper also goes beyond direct effects by investigating the moderating effects of different research designs. Design/methodology/approach This paper applies a meta-analytic approach to systematically analyze 21 independent studies (N = 4,618) to reveal the relationship between interorganizational learning and performance. Findings The findings indicate that interorganizational learning is an important predictor of performance, and that the effects of interorganizational learning on performance differ in magnitude under different research conditions. Research limitations/implications The paper focuses on interorganizational learning, and during the data collection, some related topics were excluded from the data search to retain the focus on learning. Practical implications The study evinces the breadth of the field of interorganizational learning and how different research designs affect research results. Moreover, this meta-analysis indicates the need for greater clarity when defining the concepts used in studies and for definitions of the concepts applied in the field of interorganizational learning to be unified. Originality/value This study is the first to meta-analytically synthesize literature on interorganizational learning. It also illuminates new perspectives for future studies within this field.

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