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Hypothesized model
Source publication
Purpose
Product quality is a central construct in several management domains. Theoretical conceptualizations of product quality unanimously stress its multidimensional nature. Yet, no generalizable, multidimensional product quality scale exists. This study develops and validates a multidimensional Customers’ experienced product quality (CEPQ) scale...
Contexts in source publication
Context 1
... the new product quality dimension "materials" together with the seven confirmed existing product quality dimensions, we conceptualize CEPQ as a formative second-order construct with eight first-order reflective quality dimensions (as shown in the hypothesized model in Figure 1). ...
Context 2
... impact of CEPQ on customers' RI and WTPP is assessed next to customer satisfaction. The mediating role Customers' experienced product quality of customer satisfaction for CEPQ is tested against models with direct effects of CEPQ on customer outcomes (Figure 1). The nomological validity tests close with an investigation of moderators of the relevance of CEPQ for customer outcomes: quality consciousness and expertise. ...
Context 3
... on the question, three sets of scale labels were used, ranging from 1 being "very-poor"/"very-short"/"very-low" to 5 being "very-good"/"very-long"/"very-high." An overview of the final items used in the CEPQ scale is available in Figure 1. In the third part of the questionnaire, participants answered a set of questions about themselves and their relationship with the product and its manufacturer. ...
Context 4
... the guidelines of Becker et al. (2012), the repeated indicator approach with Mode B was adopted for the CEPQ construct. The VIF was checked for the hypothesized model (Figure 1) to determine if the exogenous and endogenous constructs were distinct (Petter Customers' experienced product quality et al., 2007). The results showed that the highest VIF across the product categories was 2.74, far below the recommended threshold of 5, indicating that multicollinearity among the constructs was not an issue in this study (Hair et al., 2012). ...
Context 5
... discussed, usually product quality is considered as a mere antecedent of customer satisfaction, which in turn is supposed to mediate the impact on relationship outcomes such as WTPP or RI. The study results clearly support the alternative proposition formulated in H1 and H2 that CEPQ has a direct effect on both WTPP and RI over and above the mediated effect through customer satisfaction (Figure 1). The direct effects of CEPQ are strong and significant in all the four product categories for both RI and WTPP (Table V). ...
Context 6
... the next step, the hypothesized boundary conditions for the relevance of CEPQ to WTPP and RI were tested by including two moderators, EXP QC, in the model (Figure 1). As the moderators are continuous variables, the interaction terms (QC Â CEPQ and EXP Â CEPQ) were estimated using the two-stage moderation method following the guidelines of Henseler and Fassott (2010), implemented in smartPLS 3 ( Ringle et al., 2015). ...
Context 7
... the new product quality dimension "materials" together with the seven confirmed existing product quality dimensions, we conceptualize CEPQ as a formative second-order construct with eight first-order reflective quality dimensions (as shown in the hypothesized model in Figure 1). ...
Context 8
... impact of CEPQ on customers' RI and WTPP is assessed next to customer satisfaction. The mediating role Customers' experienced product quality of customer satisfaction for CEPQ is tested against models with direct effects of CEPQ on customer outcomes (Figure 1). The nomological validity tests close with an investigation of moderators of the relevance of CEPQ for customer outcomes: quality consciousness and expertise. ...
Context 9
... on the question, three sets of scale labels were used, ranging from 1 being "very-poor"/"very-short"/"very-low" to 5 being "very-good"/"very-long"/"very-high." An overview of the final items used in the CEPQ scale is available in Figure 1. In the third part of the questionnaire, participants answered a set of questions about themselves and their relationship with the product and its manufacturer. ...
Context 10
... the guidelines of Becker et al. (2012), the repeated indicator approach with Mode B was adopted for the CEPQ construct. The VIF was checked for the hypothesized model (Figure 1) to determine if the exogenous and endogenous constructs were distinct (Petter Customers' experienced product quality et al., 2007). The results showed that the highest VIF across the product categories was 2.74, far below the recommended threshold of 5, indicating that multicollinearity among the constructs was not an issue in this study (Hair et al., 2012). ...
Context 11
... discussed, usually product quality is considered as a mere antecedent of customer satisfaction, which in turn is supposed to mediate the impact on relationship outcomes such as WTPP or RI. The study results clearly support the alternative proposition formulated in H1 and H2 that CEPQ has a direct effect on both WTPP and RI over and above the mediated effect through customer satisfaction (Figure 1). The direct effects of CEPQ are strong and significant in all the four product categories for both RI and WTPP (Table V). ...
Context 12
... the next step, the hypothesized boundary conditions for the relevance of CEPQ to WTPP and RI were tested by including two moderators, EXP QC, in the model (Figure 1). As the moderators are continuous variables, the interaction terms (QC Â CEPQ and EXP Â CEPQ) were estimated using the two-stage moderation method following the guidelines of Henseler and Fassott (2010), implemented in smartPLS 3 ( Ringle et al., 2015). ...
Citations
... Defined as a product's degree of excellence or superiority, quality shapes consumer perceptions and willingness to pay premium prices (Khoo et al., 2020). It also serves as a key driver of competitive advantage, although its composition encompassing attributes like durability, functionality, performance, reliability, and serviceability varies across industries (Das Guru & Paulssen, 2020). Research highlights that product quality is both an objective and subjective assessment, where consumers evaluate a product's attributes and compare them with competing offerings. ...
This study examines at how Malaysian consumers' decisions to buy on social media platforms are influenced by brand perception and product quality. Understanding the factors influencing consumer purchasing decision is essential for businesses to stay competitive given Malaysia's tremendous growth in social media and e-commerce. This study uses a quantitative methodology, gathering data using an online survey that is structured. Malaysian customers who were 18 years of age or older and had made purchases from retail coffee businesses in the previous six months provided a total of 257 valid responses. To investigate the suggested hypotheses, data analysis was carried out using SPSS and SmartPLS software, utilising descriptive statistics and Partial Least Squares Structural Equation Modelling (PLS-SEM). Two main hypotheses were investigated in this study. The findings demonstrated that Malaysian consumers' purchasing decisions are not statistically impacted by brand image. This challenges conventional views that highlight brand image as a primary factor in consumer behaviour. On the other hand, the findings showed a strong positive relationship between product quality and purchase decision. Malaysian consumers place emphasis on product performance, dependability, and durability. This indicate that businesses need to put a high priority on product quality to attract and retain customers.
... This index can be considered an aggregated measure due to its analysis of compliance and non-compliance (coverage) for all analysed quality criteria. It is considered based on two approaches: i) user-centred, where quality is the degree to which the product meets or exceeds customer requirements, and ii) production-driven, where quality is conformity to standards and design specifications [34,35]. Following the works of [35][36][37], it is assumed that the assessment of product quality (and its alternatives) should be conducted using a multidimensional measure of product quality. ...
... It is considered based on two approaches: i) user-centred, where quality is the degree to which the product meets or exceeds customer requirements, and ii) production-driven, where quality is conformity to standards and design specifications [34,35]. Following the works of [35][36][37], it is assumed that the assessment of product quality (and its alternatives) should be conducted using a multidimensional measure of product quality. This multidimensionality refers to the inclusion of various numbers and types of component dimensions (criteria or quality indicators) related to the product, such as performance, durability, or functionality [38]. ...
... Product quality criteria can be selected according to the ISO/IEC 25010 standard, which includes criteria such as functional suitability, performance, compatibility, usability, reliability, security, maintainability, and portability [43]. Additionally, the selection of criteria can be based on foundational research in this area, such as [34,37] and aligned with other works from a literature review [35,39,44]. Based on these sources, the proposed model focuses on internal quality criteria. ...
The shift towards sustainable mobility has increased the demand for energy-efficient and environmentally friendly vehicles, such as Hybrid Electric Vehicles (HEVs). However, designing HEVs that simultaneously meet high product quality, minimize environmental impact, and adhere to social responsibility standards remains a complex challenge. This study presents a decision-making model aimed at integrating these key sustainability criteria into the design and improvement of HEVs. The model combines three indices: the Aggregated Quality Index (AQI), Environmental Impact Index (EII) based on Life Cycle Assessment (LCA), and Social Responsibility Index (SRI), to assess and compare different HEV prototypes. By processing customer expectations, environmental impacts, and social responsibility considerations, the model predicts the optimal prototype that balances quality, environmental sustainability, and social standards. The findings demonstrate that applying this model can significantly enhance decision-making in sustainable vehicle development and support the creation of HEVs that better align with global sustainability goals. This approach has practical implications for automotive manufacturers aiming to innovate responsibly in the green mobility sector.
... Applying the lenses of expectancy confirmation theory (ECT; Oliver, 1980) and the perceived value perspective (Grönroos, 1982), this study uses natural language processing (NLP) and partial least squares-based structural equation modeling (PLS-SEM) to uncover 11 latent dimensions of overall perceived quality based on user-generated reviews and the influence of crucial consumer-related factors such as satisfaction and value on repurchase intention. A multifaceted understanding of product quality will reduce the ambiguities associated with perceived quality (Das Guru and Paulssen, 2020). The literature offers multiple dimensions of quality (Parasuraman et al., 1985;Brady et al., 2002;Lopes et al., 2019) that are rapidly changing in the e-commerce environment. ...
Purpose
This study aims to understand holistic consumer perceptions of quality and their effect on re-purchase intentions by measuring the latent characteristics of online Amazon reviews.
Design/methodology/approach
Data was collected from entries in the Amazon customer review data set, which explicitly mentions quality, economic evaluation and future purchase intention. The analyses included natural language processing, structural topic modeling and econometric analysis. The study used real-time customer reviews to determine the overall perceived quality, the impact of perceived quality on re-purchase intention and the mediating roles of price consciousness and customer satisfaction.
Findings
Consumers’ perception of overall quality includes product- and service-related dimensions. Perceived quality influences re-purchase intentions through the mediating role of customer satisfaction. While price consciousness impacts the link between perceived quality and customer satisfaction, it does not affect re-purchase intention.
Practical implications
The managerial implications emphasize multiple dimensions of quality in the online environment and the role of customer satisfaction in consumers’ online re-purchase intentions. The results also illustrate that price effects are insignificant in influencing re-purchase intentions. Thus, while price cuts may encourage initial purchases, quality and customer satisfaction are vital to stimulate re-purchase.
Originality/value
The e-commerce literature lacks a comprehensive and rigorous understanding of the components of consumers’ perceived quality. This research develops a thorough understanding of what impacts overall e-commerce quality based on real-time customer reviews, avoiding the biases arising from traditional methods, including surveys.
... Product quality is a series of characteristics or attributes that are defined and used in products (both goods and services) with the aim of meeting customer expectations (Das Guru & Paulssen, 2020). Good product quality can create purchasing intentions in consumers' minds. ...
This study aims to analyze the influence of service quality, customer relationship, and product quality on revisit intention at The Bènsara Cafe, with customer satisfaction as a mediating variable. Coffee has become an important part of many people's daily lives, with Indonesia being one of the largest coffee producers in the world. The increase in coffee consumption has driven rapid growth in coffee shops, including in South Jakarta. The research method used is quantitative with a total of 170 respondents from the DKI Jakarta area, who have purchased at least once at The Bènsara Cafe. Data analysis was conducted using Smart PLS 3. The results show that service quality has a positive and significant effect on revisit intention. Customer relationship does not have a significant effect on revisit intention. Product quality has a positive and significant effect on revisit intention. Customer satisfaction also has a positive and significant effect on revisit intention. However, service quality, customer relationship, and product quality do not have a significant effect on revisit intention through customer satisfaction as a mediating variable. The theoretical contribution of this research is to provide insights into the influence of service quality, customer relationship, and product quality on revisit intention with customer satisfaction as a mediating variable. Practically, this study provides strategic recommendations for the owners of The Bènsara Cafe to improve service and product quality to increase customer revisit intention.
... Product quality is a series of characteristics or attributes that are defined and used in products (both goods and services) with the aim of meeting customer expectations (Das Guru & Paulssen, 2020). Good product quality can create purchasing intentions in consumers' minds. ...
This study aims to analyze the influence of service quality, customer relationship, and product quality on revisit intention at The Bènsara Cafe, with customer satisfaction as a mediating variable. Coffee has become an important part of many people's daily lives, with Indonesia being one of the largest coffee producers in the world. The increase in coffee consumption has driven rapid growth in coffee shops, including in South Jakarta. The research method used is quantitative with a total of 170 respondents from the DKI Jakarta area, who have purchased at least once at The Bènsara Cafe. Data analysis was conducted using Smart PLS 3. The results show that service quality has a positive and significant effect on revisit intention. Customer relationship does not have a significant effect on revisit intention. Product quality has a positive and significant effect on revisit intention. Customer satisfaction also has a positive and significant effect on revisit intention. However, service quality, customer relationship, and product quality do not have a significant effect on revisit intention through customer satisfaction as a mediating variable. The theoretical contribution of this research is to provide insights into the influence of service quality, customer relationship, and product quality on revisit intention with customer satisfaction as a mediating variable. Practically, this study provides strategic recommendations for the owners of The Bènsara Cafe to improve service and product quality to increase customer revisit intention.
... The environmental assessment of the product prototypes is performed depending on variables that are closely related to the change in environmental impact during the life cycle (LCA). These variables are the result of the nature of the analysis and the availability of data, and they are determined individually by experts [48]. ...
... An approach was used that took into account the phases of production, transport, distribution, use, and end of product life. During the life cycle assessment, the ISO 14040 standard [48] was followed, where the results were modelled in a simplified way as part of the evaluation of environmental loads for the prototypes. In this case, the environmental loads selected for the analysis concerned the ecological footprint, which is one of the most popular types of emissions. ...
The objective of this investigation was: (i) to develop a model that supports sustainable product development, considering the quality aspect and the environmental impact in the product life cycle, and (ii) to establish a framework to select the proportion of the share of these aspects during product development decisions. This research concentrates on achieving products that meet customer demand and have environmentally friendly life cycles. It also supports the implementation of design activities at an early stage of product development, positioning the share of quality in relation to environmental impact. The model is based on creating hypothetical prototypes of current products, and this approach concentrated on aggregating the quality (customer satisfaction) with life cycle environmental impacts (as in ISO 14040). The model was developed in five main stages, including: (i) defining product prototypes according to the modifications of quality criteria most desired by customers, (ii) assessing the quality of prototypes according to the Q quality index, (iii) prospective assessment of the environmental impacts of the life cycles of prototypes according to the LCA environmental index, (iv) methodical integration of the above-mentioned indicators into one quality and environmental indicator QLCA, and (v) analysis of possible production solutions and setting the direction of product development, taking into account both quality and environmental aspects. This research was extended with a sensitivity analysis of the QLCA indicator, after which a framework for selecting the proportion of the Q and LCA indicator’s share in product development decisions was established. The originality of this research is the ability of the developed model to facilitate eco-innovative product design and improvements while also selecting the share of qualitative and environmental aspects needed to develop sustainable products. The results provide a dynamic and effective tool for manufacturing companies; mainly designers and managers during qualitative and environmental prototyping of products commonly used by customers. The model will provide support in predicting a product that will be manufactured that will be satisfactory for customers and environmentally friendly based on LCA.
... This study conceptualizes perceived quality as consumer evaluation about a product's overall excellence or superiority (Guru & Paulssen, 2020). Commonly, consumers use any available product cues to evaluate product quality before consuming the product. ...
The purpose of this paper is to investigate whether brand attractiveness or product quality mediate the impact of celebrity attachment on fans’ purchase intention. An online survey was conducted involving 248 consumers who identified themselves as members of BTS; a K-Pop popular South Korean singing group; but haven’t purchased the investigated brand endorsed by the celebrity. Attachment to celebrity was found not to directly affect intention to purchase advertised product. The impact of celebrity attachment on purchase intention was also fully mediated by brand attractiveness and product quality. Interestingly, brand attractiveness has a stronger impact on purchase intention than product quality does. Marketers should consider the use of popular celebrities with a strong connection with their fans when advertising their brands; as emotional bonding with the celebrity helps brands to be considered as attractive and high quality; which in turn can lead to purchase intention.
... This study conceptualizes perceived quality as consumer evaluation about a product's overall excellence or superiority (Guru & Paulssen, 2020). Commonly, consumers use any available product cues to evaluate product quality before consuming the product. ...
The purpose of this paper is to investigate whether brand attractiveness or product quality mediate the impact of celebrity attachment on fans’ purchase intention. An online survey was conducted involving 248 consumers who identified themselves as members of BTS; a K-Pop popular South Korean singing group; but haven’t purchased the investigated brand endorsed by the celebrity. Attachment to celebrity was found not to directly affect intention to purchase advertised product. The impact of celebrity attachment on purchase intention was also fully mediated by brand attractiveness and product quality. Interestingly, brand attractiveness has a stronger impact on purchase intention than product quality does. Marketers should consider the use of popular celebrities with a strong connection with their fans when advertising their brands; as emotional bonding with the celebrity helps brands to be considered as attractive and high quality; which in turn can lead to purchase intention.
... In the petrochemical industry, high-quality products are essential due to their impact on safety, reliability, and efficiency in various applications [32]. High-quality products, including reliability, durability, features, and designs that satisfy or exceed customer expectations [33], create positive experiences [34], enhancing trust and sustainable satisfaction [35]. High quality reinforces long-term customer relationships and loyalty, while dissatisfaction with product quality can damage the company's image and decrease customer trust [36]. ...
... This finding aligns with the extensive literature indicating that high-quality products are critical for achieving high levels of customer satisfaction. Ref. [35] emphasize that high-quality products, which include attributes such as reliability, durability, and features that meet or exceed customer expectations, create positive experiences and enhance trust, leading to sustainable satisfaction. In the petrochemical industry, the importance of product quality is magnified due to its direct impact on safety, reliability, and efficiency in various applications. ...
Amidst the intense competition in the petrochemical industry, the determinants of sustainable customer loyalty remain underexplored. This study investigates the factors influencing corporate sustainable customer loyalty, focusing on service innovation, product quality, and corporate image, with customer satisfaction as a mediating variable. In the context of intense competition, understanding these factors is crucial for sustaining customer relationships and ensuring long-term success. The primary aim is to explore how these elements interact to shape sustainable customer loyalty. Using a cross-sectional survey method, data were collected from 120 corporate clients through structured questionnaires. The study employed Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships between the variables. The findings reveal that product quality significantly impacts both customer satisfaction and loyalty, highlighting its pivotal role in meeting customer expectations and fostering long-term relationships. While service innovation does not directly affect immediate satisfaction, it significantly enhances sustainable customer loyalty, indicating its importance for long-term engagement. Corporate image also plays a crucial role in strengthening sustainable customer loyalty, underscoring the value of maintaining a positive reputation. The study concludes that customer satisfaction mediates the relationship between product quality and loyalty, emphasizing the cyclical nature of these constructs. This research fills a notable gap in the literature by providing a comprehensive model that integrates these variables within the petrochemical industry context, offering new insights into effective sustainable customer loyalty strategies.
... Scholars contend that customers rely on the brand name, price, or company's marketing content in forming their perception of the quality of a product or service, even when they have never used the product or service (Dodds, 2002). Many studies on product quality were focused on a manufacturer's or producer's perspective of quality standards (e.g., Molina-Castillo et al., 2013;Sebastianelli & Tamimi, 2002), and were limited to a specific product category (e.g., Stone-Romero et al., 1997), with very few studied integrated products (Das Guru & Paulssen, 2020). Still, we note the body of research on the congruence between an individual's self-image and pre-purchase evaluations that suggest the conjectured positive relationship between self-image and perceived quality (Dolich, 1969;Ekinci et al., 2008;Ibrahim & Najjar, 2008;Jamal & Al-Marri, 2007;Kwak & Kang, 2009;Kressmann et al., 2006;. ...
... Using data from two studies, we found results that support the moderated mediated model of the link between self-image congruence and willingness to pay a price premium via the mediating role of perceived quality and the moderating role of hedonic value. The findings add to understanding the antecedents of consumers' willingness to pay premium prices (Das Guru & Paulssen, 2020;Wertenbroch & Dhar, 2000). ...
Consumers are increasingly attuned to integrated products, packed with myriad functionality for ‘work’ and ‘play.’ Consumers may evaluate these integrated offerings along the dimensions of hedonic versus utilitarian values, and these products’ communication messaging and positioning may emphasize either the hedonic or utilitarian features. The present research examines the role of perceived hedonic vs. utilitarian values of integrated products vis-à-vis self-image congruence and perceived quality on consumers’ willingness to pay a price premium for these integrated offerings. Using empirical data from two studies, the results show that self-image congruence and willingness to pay a price premium exhibit a positive relationship that is mediated by perceived quality, and the strength of the mediated link varies by the levels of perceived hedonic vs. utilitarian value an individual places on an integrated product. The findings contribute to understanding the antecedents of consumers’ willingness to pay premium prices for integrated offerings.
