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The role of perceived product quality and overall satisfaction on purchase intentions
Abstract
The study investigated the effects of perceived product quality and overall satisfaction on purchase intentions. Moreover, the direct and indirect effects of values and involvement on purchase intentions were studied. The study utilized the survey questionnaire and used sport shoes as the product being researched. The sample consisted of 197 students who responded to an anonymous questionnaire. Five hypotheses were tested and four of them were confirmed by the data. Perceived quality had a direct and an indirect effect (through overall satisfaction) on purchase intentions, overall satisfaction had a direct effect on purchase intentions and involvement had an indirect effect on purchase intentions through overall satisfaction and perceived quality. The results of the study provide several theoretical and practical implications.
... The study by Lee (2022) states that Perceived Product Quality has a positive effect on Customer Satisfaction. Tsiotsou (2006) found that customers' perceived quality of products is positively correlated with customer satisfaction. Therefore, this hypothesis is proposed as the basis for further research to understand the influence of Perceived Product Quality on Customer Satisfaction. ...
... In other words, when a brand is perceived to have higher product quality, it leads to increased customer satisfaction. This outcome aligns with prior research conducted by Bimaruci et al., (2021); Lee (2022); Tsiotsou (2006) indicating that Perceived Product Quality has a positive impact on customer satisfaction. Having good product quality can enhance customer satisfaction with the brand. ...
p> This research aims to investigate the influence of Brand Awareness, Brand Image, Perceived Service Quality, Perceived Product Quality, Physical Environment, Customer Satisfaction, and Customer Habits on Intention to Revisit. The data was obtained through a survey involving the participation of 300 respondents. The researcher utilised primary data obtained by distributing questionnaires randomly through WhatsApp, Instagram, and other social media platforms using Google Forms. The sampling technique employed was non-probability sampling. The sampling technique used in this study is non-probability sampling. The respondents for this research consist of consumers of the Toko Kopi Tuku brand from the X, millennial, and Z generations who reside in the Jabodetabek area. In this study, a variance-based structural equation modelling approach was employed using Smart PLS (Partial Least Square) version 3.2.9 software. The study’s results explored the influence of Brand Awareness, Brand Image, and Perceived Product Quality on Customer Satisfaction, except for Perceived Service Quality and Physical Environment, which did not affect Customer Satisfaction. Customer Satisfaction also influences Customer Habits and Intention to Revisit. Similarly, Customer Habits affect Intention to Revisit. This study has contributed to the research on variables influencing Customer Satisfaction, Customer Habits, and Intention to Revisit . </p
... Company's performance that exceeds customer expectations can fulfill customer satisfaction [11]. Satisfied customers tend to show loyal behavior, the intention to repurchase the same products & services, and tell friends and family about their experiences using the product or service [44]. Satisfaction can be measured using the dimensions mentioned by Horppu et al. [45], which dimensions include website satisfaction and brand satisfaction. ...
... Studies show satisfaction to be a precursor to trust [83]. Satisfied customers tend to use the service more often than dissatisfied ones [44]. Satisfaction is an antecedent to trust [84]. ...
Technological developments have an impact on business activities and consumer behavior. This can be seen from the increasing number of online businesses. This study looks at consumer behavior by exploring the relationship between e-service quality, product brand perception, and social support on satisfaction; trust; behavioral intentions & repurchases on marketplaces in Indonesia. This quantitative research uses the Structural Equation Model (SEM) method with Lisrel 88 program. The respondents in this research are 450 X-Z generation and have filled out the online questionnaires through google form. The results of this study indicates that e-service quality has a significant effect on consumer satisfaction, product brand perception has a positive impact on trust, and social support has a direct impact on both trust and behavioral intention. Satisfaction, trust, and behavioral intentions, positively affect repurchase. This research offers significant managerial implications for companies, especially in making policy and formatting strategy of business management marketing by taking into account the aspects of customer satisfaction and trust. Companies can formulate strategies through the results of this research by creating innovative products, responsive services, wider and sustainable networks.
... According to Zeithaml (1988), perceived product quality represents a customer's assessment of the product's overall excellence and superiority. Several factors, for example, brand image, marketing efforts, past experiences with alternative products, and certain circumstances of product consumption or use, can enhance customers' perceptions of product quality (Tsiotsou, 2006). However, usually, this assessment is typically subjective, shaped by personal expectations and preferences. ...
... The research model of this study can be viewed below in Figure 1: Hadi Kusuma Sunyoto 1 , Jennifer Vincentia 2 ,Vincent Nathanael 3 (1988) conceptualized perceived product quality as a representative of customer's assessment of the product's overall excellence and superiority. Maintaining good product quality is critical to increasing customers' satisfaction and intention to buy (Tsiotsou, 2006;Saleem et al, 2015). This aligns with the research by Carlson and Cass (2010) where they found a positive relationship between perceived product quality and customer satisfaction. ...
The increasing number of internet users globally, especially, in Indonesia, has shifted the business environment digitally. It guides to the rising numbers of e-commerce, eliminating some distance barriers to ease in making transactions. This research investigates several factors influencing BerryBenka customers’ intention to purchase, specifically, perceived product quality, e-service quality, and customer satisfaction. The method applied in this study is quantitative research by distributing questionnaires to the respondents as many as 136 people who have mobile phones, have access to connect to the internet, and have installed and purchased at least one from the BerryBenka application before. This study verified that perceived product quality has a significant influence on customer satisfaction and purchasing intention. E-service quality was also found to significantly influence purchasing intention, nevertheless, does not significantly influence customer satisfaction. Also, customer satisfaction significantly influences purchasing intention.
... Companies can make their product or service quality stand out from that of their competitors as a means of attracting consumer attention and increasing their share of the market [26]. A higher perceived quality leads to higher levels of consumer satisfaction [27,28] and consumer trust [29][30][31][32][33]. Studies have revealed that consumer satisfaction and trust are positively associated with word of mouth (WOM) [2,[34][35][36]. ...
... Perceived quality also plays a critical role in the maintenance of long-term customer relationships and is a key driver of purchase intentions [7]. Higher perceived quality is associated with higher levels of consumer satisfaction, and the perceived quality of a product and the perceived competence of the product's seller are correlated; thus, higher perceived quality may lead to higher levels of postpurchase confidence [27,28]. Customer satisfaction and perceived quality are positively associated [5,28,41]. ...
The current study established a theoretical framework for exploring the influence of the perceived quality of green brands on green word of mouth (WOM) by investigating the mediating effects of satisfaction with and trust in green brands. Although prior research has explored the factors influencing green word of mouth, it has focused on information technology and electronic products. The target of the current research was road race runners in Taiwan. Structural equation modeling was performed to validate the research framework. The findings suggest that satisfaction with and trust in green brands mediate the positive effect of the perceived quality of green brands on green word of mouth. Thus, to enhance runners’ satisfaction with and trust in green brands and promote green WOM, road race organizations should allocate resources to improving the perceived quality of the green branding for their events.
... Çalışma sonucunda algılanan kalitenin satın alma niyetini anlamlı bir şekilde etkilediği tespit edilmiştir. Literatüre bakıldığında birçok çalışmada benzer sonuçların bulunduğu görülmüştür [48], [9], [8], [46], [51], [21], [30], [37], [20], [41], [35], [46], [38], [40]; [28], [31], [34], [12]. Yapılan bu çalışmayla bir ürün veya markanın tüketici tarafından kaliteli olarak algılanmasının satın alma niyetine olumlu yönde etki ettiği bir kez daha ortaya konulmuştur. ...
... Çalışma sonucunda algılanan kalitenin satın alma niyetini anlamlı bir şekilde etkilediği tespit edilmiştir. Literatüre bakıldığında birçok çalışmada benzer sonuçların bulunduğu görülmüştür [48], [9], [8], [46], [51], [21], [30], [37], [20], [41], [35], [46], [38], [40]; [28], [31], [34], [12]. Yapılan bu çalışmayla bir ürün veya markanın tüketici tarafından kaliteli olarak algılanmasının satın alma niyetine olumlu yönde etki ettiği bir kez daha ortaya konulmuştur. ...
Bu araştırmanın amacı, algılanan kalite ve satın alma niyetini demografik özellik (yaş, cinsiyet, eğitim ve gelir) ve akıllı telefon marka tercihlerine göre incelemektir. Ayrıca algılanan kalitenin, akıllı telefon marka tercihini etkileyip etkilemediği de belirlenmiştir. Araştırmanın gerçekleştirilmesinde nicel araştırma yöntemi tercih edilmiştir. Verileri toplamada anket tekniğinden faydalanılmıştır. Araştırmada kullanılan ölçekler daha önce geçerlilik ve güvenilirliği test edilmiş ölçekler olduğundan geçerlilik ve güvenilirlik testine ihtiyaç duyulmamıştır. Araştırma amacına uygun 407 kişiden veri toplanmıştır. Bu kapsamda 407 kişiden elde edilen veriler, SPSS 22 programı ile analiz edilmiştir. Yapılan faktör analizi sonucunda algılanan kalite ve satın alma niyeti tek faktör olarak belirlenmiştir. Değişkenlerin arasındaki etki düzeyi regrasyon analizi ile farklılık ise T testi ve ANOVA testleri ile analiz edilmiştir. Algılanan kalitenin satın alma niyeti üzerinde doğrudan bir etkisinin olduğu ortaya çıkmıştır. Satın alma niyeti ve algılanan kalitenin eğitim durumuna, algılanan kalitenin gelir durumuna, satın alma niyeti ve algılanan kalitenin kullanılan akıllı telefon markasına göre farklılaştığıda tespit edilmiştir. Tüketicilerin marka tercihine göre satın alma niyetlerinin en yüksek olduğu markalar; Apple (X:4,25), Samsung (X: 3,39) ve Huawei (X: 3,37) şeklindedir. Tüketicilerin tercih ettikleri markalara göre algılanan kalite düzeyleri de; Apple (X:4,37), Huawei (X: 3,85) ve Samsung (X: 3,64) şeklindedir.
Sonuç olarak, tüketicilerin satın alma niyetini artırmak için algılanan kalite düzeyini artırmak gerekmektedir. Ayrıca, tüketicilerin demografik özelliklere göre farklı beklentileri olabilir. Dolayısıyla demografik özelliklere göre düşük algılanan kalite düzeyine sahip tüketicilerin kalite algılarındaki düşüklük sebepleri araştırılarak eksiklikler giderilmelidir. Eğitim düzeyi doktora olan katılımcıların algılanan kalitesi diğer eğitim düzeylerine göre daha yüksek çıkmıştır. Bu farklılığın sebepleri araştırılarak, algılanan kalite düzeyinin tüm tüketicilerce yüksek algılanmasının sağlanması gerekmektedir.
... Product Quality means the product can consistently meet the customer's requirement or expectation that could affect customer satisfaction. Consumer involvement, perceived quality, consumer satisfaction and purchase intentions should be used for segmentation purposes in order to identify homogeneous groups of consumers, target the most profitable segments, and implement effective marketing communication strategies [15]. The intention of the retailer is to improve his sales in order to stay in business and continue to offer satisfactory service to his customers. ...
... However, marketing scholars have not yet agreed upon a generally accepted definition of satisfaction. Satisfaction is a summary affective response of varying intensity with a specific time point of determination and limited duration directed toward focal aspects of product acquisition and/or consumption [15]. ...
Consumer’s life style changes impact shifting trend in trade channel where is number of visits to traditional groceries continues to decline, while in contrary the visit to vegetable vendor and minimarts are increasing. Product Availability means product distributes well and ready at outlet. Product Affordability is extending to which perceived value of the product is greater than perceived cost at the outlet where customer buy its product. Customer satisfaction is an important strategy in maintaining customers, in most business include in retail chain. Declining growth on fast moving consumer product business especially beverages including bottled water and the increased of competition had brought many companies to re-look and invest on their distribution Strategy. Currently company mainly focuses on wholesalers, while a lot of opportunity to develop traditional retail. Company needs to really understand the strong reason traditional retail channel is important to be developed. Company must win the market competition thru product availability, product affordability, product quality and Product Variability. This research attempt to investigate the relationship of the Product Availability to Customer Satisfaction in water bottled business at Jakarta area and to provide insight on company maximizing product availability at the traditional retail channel. This study is using quantitative approach and data collection is buy distributing questionnaire to respondents of AQUA, the biggest bottle water brand in Indonesia to consumer living in Greater Jakarta area. Sampling approach was convenient sampling technique. This researched managed to collect 400 valid responses. Data analysis and hypothesis testing was employed regression analysis with SPSS software. The finding found that product availability, Product affordability and Product quality significantly influence customer satisfaction of customer AQUA. Additional insight suggests product availability variable has the strongest influence for all Jakarta Area except West Jakarta on Customer Satisfaction than product affordability, product quality and product variability.
... Assessment of the clienteles' satisfaction will help provide an insight to the effectiveness (beyond only assessing the quality of the service) in fulfilling the agricultural needs of the farmers because studying clienteles' satisfaction may not only help uncover any constraints in the delivery of outputs and services to the clients but also help document and publish any recommendations made by the farmers which may help increase the organisational efficiency with regards to agricultural development (Dkhar et al., 2019). Measuring customer satisfaction is also a way to assess the quality of the outputs delivered by the organization as higher satisfaction of its acquisition and use depends on the perceived quality of the product or service (Tsiotsou, 2006). Therefore, it can be said that satisfaction is a very important factor in determining the utilization, adoption and impact of a particular technology or information disseminated among the farmers. ...
The present study was conducted in Jorhat district of Assam to find out farmers' satisfaction level on Agricultural Technology Information Centre (ATIC) of Assam Agricultural University (AAU), Jorhat, Assam. 8 villages which are located within the radius of 50 km from ATIC were selected on random basis for the present study. 120 farmers from eight villages were selected purposively by using snowball sampling technique with the help of records available in ATIC register of AAU, Jorhat. The collected data were systematically arranged, classified, tabulated and analysed with the help of different statistical techniques and tests viz. frequency distribution, percentage, mean, standard deviation, weighted mean score, Pearson product-moment correlation coefficient, test of significance of correlation coefficient and chi-square test. The findings from the study revealed that 12.50 per cent respondents had low, 71.67 per cent respondents had medium and 15.83 per cent respondents had high overall satisfaction level on ATIC. The study indicated that annual family income had positive and significant relationship whereas social participation had significant association with satisfaction level of the respondents.
... It furnishes consumers with compelling reasons to opt for a particular brand and enables it to distinguish itself amidst competition (Hu et al., 2024). Research underscores the affirmative influence of perceived quality on purchase intention (Tsiotsou, 2006;Jang et al., 2018). ...
The primary objective of this research endeavor outlined in the thesis was to evaluate the impact of the individual dimensions of Customer-Based Brand Equity (CBBE) – brand awareness, brand association, perceived quality and brand loyalty – on the overall brand capital of the researched amateur football club Talent Warszawa. The author sought to discern which among the individual dimensions of CBBE exerted the most significant influence on fostering the overall brand capital of the club under examination. A questionnaire was distributed amongst the constituents of Talent Warszawa, including players, parents and guardians, players’ families, and supporters of amateur football. The survey garnered responses from a total of 102 stakeholders affiliated with the club. The reliability of the measurement scale was validated through Cronbach’s Alpha analysis.
The findings of the study evince a positive correlation among all variables under scrutiny, encompassing brand awareness, brand association, perceived quality, brand loyalty, and the overarching construct of CBBE. Notably, perceived quality emerged as the factor showing the highest positive correlation (0.88), thus indicating the most robust positive association with CBBE. However, despite the observed positive relationship, brand awareness manifested the lowest correlation with the overall consumer-based brand equity (0.70), relative to the other investigated factors.
Using the insights from this study, amateur sports clubs can strategically manage brand elements to foster brand equity, emphasizing the importance of brand awareness as an initial step in building a positive brand image and fostering fan engagement and loyalty. Overall, the findings provide valuable insights into effective brand management strategies for amateur sports clubs to enhance their brand equity and foster enduring relationships with fans.
... Regarding purchase intention, it holds a significant place in the literature. Its study is important as it can provide support for companies to increase sales, achieve market segmentation, and implement of appropriate strategies [37]. Thus, another concept refers to it as the customer's intention to carry out a particular behavior [38]. ...
This study was carried out because we live in a world of constant change and high competition, where local fast-food brands in Chiclayo do not have an adequate position in the consumer’s mind compared to international franchises established in our town. The general objective was to determine the influence of brand equity on the purchase intention for local fast-food brands among Chiclayo millennials. The model proposed includes the constructs of brand equity in various category of food products. This document is intended to contribute to society and the scientific community by providing strategic support to brand owners who work with this approach and individual managers. A quantitative approach was used, with a basic type, explanatory level, and non-experimental cross-sectional design, using Cronbach’s alpha for reliability of the instrument and validity by expert judgment. Customers of local fast-food brands comprised the sample, with a total of 385 people surveyed independent of gender. SPSS v.27 and Microsoft Excel 2019 were used for simple random sampling. It was concluded that millennial consumers have regular brand equity and purchase intention for local fast-food brands, emphasizing that the knowledge dimension does not significantly influence purchase intention.
... The current study has similar findings to Kupiec and Revell (2001) where the majority of the consumer's reason for buying cheese in a speciality shop is attributed to quality. Moreover, Tsiotsou (2006) reported that perceived product quality predominantly affects, and is considered the primary determinant, overall satisfaction. Similarly, Swamy et al. (2012) reported that poor quality, along with high price and poor taste are the reasons consumers do not prefer particular brands of instant food products. ...
Sweet potato and cassava are staple root crops in the Philippines and other tropical and subtropical regions. These crops, like other root crops, are considered survival crops. Processing these root crops into different snacks is another way to enhance their commercial value. However, consumer acceptability and preference must be considered to ensure the marketability of new food products developed. This study aimed to assess the consumer’s preference for sweet potato and cassava-based snack and beverage products and developed a strategy to effectively market the products, in Southern Cebu. A 5-point Likert scale survey instrument was used to determine the consumers’ preference (n = 210) in buying root crops derivative products. Results showed that the most preferred products are sweet potato chips (47.02±0.02%), sweet potato juice (45.75±0.02%), and cassava chips (37.20±0.03%). In addition, flavor is the most desired quality and the first thing the consumers consider. Aside from the flavor, consumers also preferred snack and beverage products that are cheap. Based on the stepwise regression, the increasing influence of price, in both sweet potato and cassava snack products, showed a negative effect, with acoefficient (β) -0.155 (CI: -0.015, -0.005) and -0.095 (CI: -0.012, -0.001) respectively. In contrast, increasing the influence of the product quality was found to have an enhancing effect on consumers’ buying preference for sweet potato beverage products, with a coefficient (β) 0.091 (CI: 0.002, 0.080). Therefore, strategies must be centered on these attributes to effectively market the snack and beverage products developed from sweet potato and cassava.
... Karmaşık bir yapıya sahip olan satın alma davranışı, tüketiciler için belirli bir ürünü düşünürken ve değerlendirirken önemli bir husus olarak ortaya çıkmaktadır (Keller, 2001). Tüketicilerin belirli bir ürün veya hizmeti alma eğilimini ifade eden satın alma niyeti, asıl satın alma davranışını ölçmek amacıyla kullanılmaktadır (Tsiotsou, 2006). ...
Üç boyutlu yiyecek baskısı uygulamaları her bir yiyeceğe kendine has nitelik kazandırarak yiyeceklerin kişiselleştirilmesine imkân tanımaktadır. Kişiye özel yiyeceklere olan talebin artması ile üç boyutlu baskılı yiyecekler yaygınlaşmaya başlamıştır. Buna göre tüketicilerin üç boyutlu baskılı yiyeceklere yönelik değerlendirmelerinin araştırılmasının önem kazandığı ifade edilebilir. Bu kapsamda bu çalışmanın amacı, potansiyel tüketicilerin üç boyutlu baskılı yiyeceklere yönelik algılarının ve bu algıların davranışlara etkisinin ortaya çıkartılmasıdır. Araştırmanın bir diğer amacı ise bu etkide çeşitlilik arayışı eğiliminin düzenleyici rolünün araştırılmasıdır. Bu bağlamda anket vasıtasıyla 543 geçerli veri elde edilmiştir. Veriler SmartPLS programı ile yapısal eşitlik modeli kapsamında (PLS-SEM) analiz edilmiştir. Araştırmanın sonuçlarına göre üç boyutlu baskılı yiyeceklerden algılanan nitelikler, davranışsal niyetin oluşumunda etkili olmaktadır. Nitekim çeşitlilik arayışı eğiliminin üç boyutlu baskılı yiyecek nitelikleri ve davranışsal niyet arasındaki etkide herhangi bir düzenleyici rolü tespit edilememiştir. Ulaşılan sonuçlar kapsamında, henüz yeni bir uygulama sayılabilecek üç boyutlu baskılı yiyeceklerin tüketiciler tarafından yeterince bilinmediğinden, bu yiyeceklerin niteliklerinin ön plana çıkartılarak tanıtılmasına önem verilmesi gerektiği önerilebilir.
... A review study (Rana and Paul, 2017) along with empirical study (Chen, 2007) reported a significant influence of AT as an important predictor of intention to buy organic food. Further, in the literature, PV (Ensemble and Perçue, 2010;Wang et al., 2020), PQ (Asshidin et al., 2016;Tsiotsou, 2006) and PP (Chiang and Jang, 2007) have been identified as a predictors of PI. ...
The purpose of this study is to investigate the relationship between attitude and purchase intention in the context of Indian organic food products. Specifically, the study aims to examine the mediating role of perceived value, perceived quality, and perceived price in this relationship. The study design utilized a quantitative approach. Data were collected randomly from 308 respondents residing in cosmopolitan cities of India. A self-administered structured questionnaire was used to collect data. The study utilized the Process Macro (Model 6) for serial mediation analysis,assessing the sequential role of perceived value, perceived quality, and perceived price in mediating the relationship. The study found a significant relationship between attitude and purchase intention in the context of
Indian organic food products. Perceived price and quality were identified as important mediators in this relationship. This study contributes to the existing literature by examining the mediating role of perceived value, perceived quality, and perceived price in the relationship between attitude and purchase intention for
Indian organic food products. It provides a clear roadmap for practitioners in designing effective marketing strategies by emphasizing the importance of perceived price and perceived quality.
... However, this relationship is delicate; even a single negative experience can rupture satisfaction and loyalty. Hence, a proactive approach to resolving issues is vital [42]. ...
In the face of intensifying market competition, the significance of retail marketing strategies and tactics cannot be understated, as they are pivotal in enhancing customers’ satisfaction, fostering loyalty in customers, and ultimately elevating the likelihood of repurchase intentions. This research strives to discern the distinct attributes of customers and gauge their perceptions of the marketing strategies employed by Hypermarket Companies. Additionally, it examines the interplay between customer satisfaction, loyalty, and the consequent cultivation of repurchase intentions. Furthermore, the study explores the foundational retail marketing strategies that underpin the establishment of customer loyalty. The analytical approach encompasses Confirmatory Factor Analysis, SEM-PLS, and Biplot techniques. The findings underscore a customer profile primarily comprising males within the 18–29 age bracket, married, childless, holding undergraduate degrees, enjoying middle-income status, and engaged as private sector employees. Notably, the paramount driver shaping loyalty is the quality of retail service. It is intriguing to note that while the retail mix strategy within Bandung's hypermarkets is predicted to wield no direct influence on loyalty, marketing communication emerges as a potent determinant significantly impacting repurchase intentions. This study contributes to understanding customer behavior and loyalty in hypermarkets. It sheds light on the critical role of service quality in building loyalty. It highlights the importance of effective marketing communication for encouraging repurchase intentions and offers valuable insights for retail marketing strategies. Doi: 10.28991/ESJ-2024-08-01-08 Full Text: PDF
... Zeeshan (2013) observed that quality is an important tool for creating a competitive advantage. Tsiotsou (2006) found that customer purchase intention is high for products that have good quality while Tat et al. (2011) captured that consumer patronage depends on the product quality. Jalilvand (2011) captured that quality product always has a direct and positive relation with customer patronage decision whereas Krishna et al. (2014) maintained that consumers are more quality conscious. ...
The study investigated the enablers of consumer patronage of cosmetic brands among ladies in Anambra State of Nigeria using Awka, Onitsha and Nnewi as reference areas. The motivation for this research emanated as a result of proliferation of different brands of cosmetic by cosmetics manufacturers without commensurate knowledge on factors that propel consumers to patronize cosmetic brands in Nigeria especially in Anambra State. Accordingly, the study specifically examined the motivating factors and also ascertained the extent brand perceived quality, price, scent, brand name and design influence consumer patronage of selected cosmetic brands in Anambra State of Nigeria. The study employed a survey research design method. The population of the study consist of consumers of cosmetic products under investigation. Bournely's formula was used to derive a sample size of 380. Respondents were contacted using a convenience sampling strategy. The source of data used was primary while questionnaire was the instrument used for data collection. The validation of the research instrument was done which enhanced its soundness for the main survey. Also, the average variance extracted (AVE) values ranging from 0.501-0.644 which confirmed the convergent validity among the constructs. The reliability of the measuring instrument was checked and established. The Cronbach alpha average coefficient of 0.757 as well as average composite reliability value of 0.756 established the internal consistency of the study constructs. The five formulated hypotheses were tested using a structural equation modelling technique at 5% level of significance. The findings revealed that perceived quality had a significant and positive influence on consumer patronage of cosmetic brands in Anambra State of Nigeria. It was discovered that price had a significant and positive influence on consumer patronage of cosmetic brands. The findings showed that scent had a significant and positive influence on consumer patronage of cosmetic brands. The findings revealed that brand name had a significant and positive influence on consumer patronage of cosmetic brands. Also, the study discovered that brand design had a significant and positive influence on consumer patronage of cosmetic brands. The study recommended among others that cosmetics manufacturers, brand managers and marketers,should,continue to improve on the quality, price, scent, name and design of their various brands of cosmetics for enhanced and sustained consumer patronage in Nigeria.
... Berdasarkan pemahaman konsep kepuasan konsumen dan citra perusahaan menurut beberapa peneliti, kita dapat menyimpulkan bahwa kepuasan konsumen adalah hasil dari penilaian menyeluruh terhadap perbandingan antara harapan konsumen terhadap suatu produk atau jasa dengan kinerja aktual produk tersebut (Tsiotsou, 2006). Lebih lanjut, kepuasan dapat diartikan sebagai usaha pemenuhan kebutuhan atau menciptakan sesuatu yang memadai bagi konsumen (Rizal, 2019). ...
This research aims to analyze the impact of service quality, value received, and company image on savings customer satisfaction at PT. Indonesian Sharia Bank (BSI) Sorong City. The research sample consisted of 177 savings customers selected using the convenience sampling method from the total population of PT savings customers. Indonesian Sharia Bank (BSI). Primary data was collected through questionnaire distribution. Data analysis was carried out using multiple linear regression. Hypothesis testing was carried out partially (t-test) and simultaneously (F test) with a significance level (α) of 5%. The research results show that the independent variables, namely service quality, value received, and company image, significantly influence PT savings customer satisfaction. Bank Syariah Indonesia (BSI) both partially (t-test) and simultaneously (F-test). Of these three variables, service quality is the variable that has the most dominant influence on customer satisfaction at PT. Indonesian Sharia Bank (BSI).
... Previous research has demonstrated that overall product satisfaction and perceived quality are directly linked to increased purchase intentions, whereas increased product involvement may indirectly increase purchase intentions through overall satisfaction and perceived product quality [66,67]. Although only half of the sample expressed that it would be easy to pay the monthly fee, participants did say that paying the monthly fee was feasible and were interested in continuing use. ...
Background
Research is needed on how faith and prayer apps fit within the values of racial and ethnic minority (REM) groups, as well as whether such apps are effective in promoting mental health and well-being.
Objective
This study aims to determine the feasibility and preliminary effectiveness of using the mobile app Pray.com on mental health and well-being among REM participants.
Methods
This study was a single-group (N=77), 4-week feasibility trial in REM groups (65/77, 84% Black or African American). Participants were asked to use the Pray.com app at no cost for at least 5 times per week for 5 minutes per day. Participants completed questionnaires at the baseline and postintervention time points. Feasibility questionnaires were only completed at the postintervention time point, including qualitative interviews (n=15). The feasibility questions included acceptability (ie, satisfaction, intent to continue use, perceived appropriateness, and fit within culture), demand (ie, self-reported app use, expressed interest, and perceived demand), and practicality (ie, ease or difficulty of use, ability to use the app, and cost-effectiveness). Frequency and descriptive statistics were used to analyze feasibility outcomes. Changes in dependent variables were analyzed using paired-sample 2-tailed t tests. Partial correlations were conducted to explore the association between app use and outcomes, controlling for baseline scores.
Results
Participants reported (54/72, 75% responded with “very likely” or “likely” to the feasibility questions) that they perceived the Pray.com app as acceptable. These findings were supported by qualitative interviews (n=15). Most participants (62/72, 86%) did not meet the app use prescription but expressed interest in using the app in the future and perceived demand for it in their communities. In addition, participants reported that the app was easy to use and perceived it to be inexpensive (US $7.99). Participants reported improved mental health (ie, stress and depressive and anxiety symptoms) and well-being (ie, satisfaction with life, spiritual well-being, religious commitment, and racial or ethnic identity development) at postintervention despite relatively low average levels and high variability of app use (average total of 45.83, SD 111.90 min over the course of the study). Greater app use was significantly associated with improvements in mental health and spiritual well-being. However, app use and study methodology limitations suggest that the study results may not accurately capture the full impact of Pray.com use.
Conclusions
This is the first study to assess the feasibility of a faith and prayer app for mental health and well-being in a sample of REM individuals. Our findings suggest that the use of a faith and prayer app (ie, Pray.com) could be feasible and significantly impactful for the improvement of mental health symptoms and well-being in REM individuals and their communities, especially Black and African American individuals with a Christian affiliation. Further research is warranted.
... On the other hand, external factors that impact the perception of product quality are derived from various sources, such as marketing advertisements, recommendations from friends, word-of-mouth information about products and so on (Suhud et al., 2022). In previous research, it was found that the quality of the product affects brand awareness (Mahaputra and Saputra, 2021), and the perceived quality of the product affects the overall shopping satisfaction of the user (Tsiotsou, 2006). In our research, perceived quality is a comprehensive subjective judgment by LSS users about the quality of goods purchased through LSS methods. ...
As an increasingly mature way of shopping in China, live streaming shopping still faces the problems of high return rates and low repurchase rates. Based on the expectation confirmation theory, this study uses structural equation modeling (SEM) to explore the repurchase intention of live streaming shopping(LSS)users. The results show that perceived interactivity, perceived quality and perceived value have a direct and significant effect on confirmation and customer satisfaction. Perceived discounts do not directly improve user satisfaction; they must pass through a complete intermediary variable of confirmation. In addition, we also verified that the degree of confirmation affects satisfaction, and satisfaction has an impact on repurchase intention. Finally, our model tested gender factors as a control variable and found that gender differences significantly impact consumers’ repurchase intentions. Considering these findings, we provide practical suggestions for retaining users and hopefully promoting the long-term development of live streaming shopping.
... Furthermore, the lack of importance of aesthetic quality on consumers' green trust of consumers could be attributed to factors such as subjectivity (as consumers have diverse tastes and preferences, relying solely on aesthetic factors may not necessarily build trust universally) and our perception of substance (as consumers prioritize substance over style for building trust). Although aesthetics can initially attract attention, consumers ultimately consider the value, quality, and reliability of information of products or services, which affects their purchasing intentions (Chang and Wildt, 1994;Tsiotsou, 2006). If an offering lacks these essential elements, aesthetic appeal alone is unlikely to foster trust. ...
Using Key Opinion Leaders (KOLs) is an emerging marketing strategy to promote green fashion products. However, research on the influence of KOLs on consumers' purchase intentions for green fashion products remains insufficient. Therefore, this study investigated how KOLs gained consumer trust and affected their green purchase intentions by applying the stimulus-organism-response (SOR) framework. Based on a literature review, this study considers KOL features, including reputation, perceived fit, and production involvement, and KOL content features, including content quality, aesthetic quality, and interactive content. To empirically verify these relationships, we conducted an online survey of Vietnamese consumers. We collected four hundred valid responses and employed structural equation modeling (SEM) to test the hypotheses based on the SOR framework. Of the six latent variables, KOL's perceived fit and interactive content were positively associated with consumer trust and strengthened their intention to make green purchases. Given the limited knowledge and low awareness of organizations of green products, this study recommends leveraging KOLs as a powerful marketing method to provide consumers with a more comprehensive understanding of the benefits associated with green fashion products. Furthermore, the limited applicability of the SOR framework (two of the six latent variables were significant) reveals the need for more studies on KOLs by further testing the SOR framework in different contexts or using alternative frameworks.
... Perceived quality menjadi faktor kunci dalam mendorong post-purchase intention. Perceived quality adalah kesan konsumen terhadap kualitas suatu produk (Tsiotsou, 2006). lebih jauh menegaskan bahwa perceived quality merupakan penilaian konsumen secara global atau menyeluruh terhadap suatu produk tertentu yang ditawarkan oleh suatu merek. ...
Penelitian ini bertujuan untuk menguji peran mediasi brand image (BI) dan brand experience (BE) sebagai mekanisme yang mungkin menghubungkan pengaruh positif perceived quality (PQ) terhadap post-purchase intention (PPI). Dengan menggunakan Mixue, waralaba es krim dan teh yang sedang berkembang pesat sebagai obyek penelitian, studi ini melakukan survei terhadap 151 responden di Surabaya selama Mei-Juni 2023. Analisis PLS-SEM menunjukkan bahwa PQ berpengaruh positif terhadap PPI (direct effect: std. coef. = 0,201**; total effect: std. coef. = 0,742**; R2 = 0,771), menguatkan temuan penelitian terdahulu. Menariknya, penelitian ini menambahkan bahwa BE memiliki peran mediasi yang dominan pada pengaruh tersebut dibanding BI (indirect effect: std. coef. BE vs BI = 0,413** vs 0,127*). Informasi ini memberikan arah manajerial untuk meningkatkan PPI yaitu melalui penguatan indikator-indikator PQ yang berkaitan erat dengan pembentukan BE.
... In particular, given a UG product, on one side, assessing the quality of the focal product can be regarded as central route processing, which is directly relevant to the pros and cons of the focal product [54]. Product-relevant features, such as the rating scores and the number of raters, are manifestations of central route processing. ...
In contrast to traditional e-commerce platforms, social commerce platforms offer users opportunities to communicate and profit, instead of merely rating and purchasing products. This study examines a sample of 1859 user-generated (UG) e-books from a popular Chinese social commerce website to identify the factors that impact consumers to purchase UG products. The network analysis results reveal that UG products on social commerce platforms exhibit varying sales patterns and form three distinct communities, comprising 1393, 291, and 175 e-books respectively. By employing the Elaboration Likelihood Model (ELM), this study examines the impact of certain variables on UG product sales within three communities. These variables encompass central route factors such as product rating and rating numbers, peripheral route factors like follower adoption, and the elaboration likelihood encompassing ability (the proportion of experienced purchasers) and motivation (the proportion of purchased transactions, serving as an indicator of the gifted marketing strategies). The findings of this study have implications for the design and improvement of UG product marketing in social commerce platforms.
... lower) graphic complexity is associated with greater ratings for esthetics (H2), quality (H3), prestige (H4) as well as for acceptable price (H6), and purchase intention (H7). Compared to the previous studies, an effect of graphic complexity on the latter two additional variables was (also) expected on the grounds that higher acceptable price and purchase intention have been linked with greater product evaluation (e.g., perceived quality; see, for example, Konuk, 2019;Tsiotsou, 2006). ...
Previous studies have documented the decisive impact of various product design elements on consumers' attitudes and decisions. However, research is missing on the impact of visual complexity. Using four studies that consider wine and perfume products, the present research manipulates visual complexity by focusing on the degree of elaborateness of front‐pack images. Using an affective priming task as an implicit technique, more positive automatically activated affective responses are shown for lower complexity designs (Study 1), in line with a processing‐fluency account. However, explicit measures show that higher complexity is associated with greater product evaluations (regarding esthetics, quality, prestige, trustworthiness, acceptable price, and purchase intention; Studies 2 and 3). In addition, more pronounced effects emerge for participants with higher sensitivity to design (Study 3). Finally, using an alternative implicit technique that does not involve very brief presentations of the products (implicit association test (IAT); Study 4), the association between higher complexity and product evaluation is also found under conditions of automaticity. Overall, this research provides insights into the diverging affective and cognitive effects of visual complexity. It suggests that the positive effect of lower complexity through higher processing fluency is restricted to responses that are affective and generated under conditions of automaticity that involve particularly low‐level processes. It also suggests that priming techniques based on very short presentations of the products' visuals may be unsuitable for examining responses to fairly complex concepts such as consumer products. On the whole, this research emphasizes that design complexity should receive more attention from consumer researchers and marketers.
... Besides that, it is profitable for organizations to identify management-controlled performance attributes of their product/service including conference program, which makes customers satisfied [2]. When the influence of specific performance attributes on satisfaction is indicated, practitioners make an attempt to get more information about consumption experience of customers regarding conference experience [41]. Performance attributes are used to evaluate overall satisfaction, which helps researchers raise questions in constructing instruments to measure the data [38]. ...
This research was attempting to investigate the aspects that lead to behavioral consequence. The Covariance Based SEM By using the linear structural relational model as the main data analysis tool used for 150 participants who attended international academic association conventions that were placed on Penang Island, Malaysia. Examine of significant aspects having an influence on attendee's satisfaction for creating proper marketing and advertising strategies to motivate international academic association conventions travel to Malaysia. This research goals at examining the behavioral consequences among convention attendees in Malaysia. The model used for this research was developed based on the existing literature on travelers' behavioral consequences among convention attendees. The present study intends to capture the underlying influence of perceived conference quality, perceived value and perceived trust on behavioral consequence's attendees in international association conference setting in Malaysia.-197 Data were collected through a survey from convention attendees in the Penang, Malaysia. The outcome of this research found that conference quality only effect on attendee's perceived value and perceived trust, but no effects have found significant on attendee's satisfaction and behavioral consequences. The results of this study are valuable for congress center managers in Penang and for destination management organizations.
... Several previous researchers revealed that product quality affects purchase intention (Boulding et al., 1999;Chaudhuri, 2002;Tsiotsou, 2006;and Parasuraman, 1996). They revealed that consumers who pay attention to product quality tend to have higher purchase intention. ...
This study aims to analyze and explain the influence of halal guarantees, product quality, and social media reviews on attitudes and food purchase intention for Muslim consumers at restaurants in the Yogyakarta area. This study uses primary data using convenience sampling techniques with samples obtained from 200 Muslim consumer respondents. This study uses the Structural Equation Modeling (SEM) analysis method with data processing using the SmartPLS version 3.0 program. The results of this study show that halal guarantees, product quality, and social media reviews have a positive and significant effect on Muslim consumers' purchase intention. The consumer attitudes that are influenced by halal guarantees, product quality, and social media reviews show positive and significant results. Furthermore, consumer attitudes also show a positive and significant influence on purchase intention.
... Hence we propose seller openness and market turbulence as moderating variables through the quantitative study. Grewal (2000), Tsiotsou (2006) In most cases, the seller's goods and services meet user expectations or technical inspection The seller has good solutions to meet needs and wants of our company ...
... Thú vị hơn, chất lượng cảm nhận xanh được cả các học giả và chuyên gia trong lĩnh vực tiếp thị xanh quan tâm đặc biệt để nâng cao ý định mua hàng xanh (Knowles, 2001). Tsiotsou (2010) đã chứng minh thêm rằng chất lượng cảm nhận và ý định mua hàng có mối tương quan trực tiếp cùng chiều, vì vậy chất lượng cảm nhận có thể được sử dụng để dự đoán ý định mua hàng (Rodoula, 2010). Đối với sản phẩm thời trang xanh thì chất lượng cảm nhận có thể liên quan trực tiếp đến ý thức bảo vệ môi trường của sinh viên. ...
Ảnh hưởng môi trường nặng nề của ngành công nghiệp thời trang cùng với sự quan tâm ngày càng tăng của người tiêu dùng đối với tính bền vững đã thúc đẩy ngành công nghiệp này hướng tới sự thân thiện với môi trường. Dựa trên lý thuyết hành vi có kế hoạch, nghiên cứu này điều tra tác động của thái độ, chuẩn chủ quan, nhận thức kiểm soát hành vi, mối quan tâm về môi trường, chất lượng cảm nhận và bản thân hiện đại đến ý định mua sản phẩm thời trang xanh của sinh viên. Những phát hiện này chỉ ra rằng tất cả các yếu tố đó có mối tương quan trực tiếp cùng chiều với ý định mua hàng. Đặc biệt là, tác động của chuẩn chủ quan, mối quan tâm tới môi trường và bản thân hiện đại mạnh hơn so với các yếu tố còn lại. Do đó, các doanh nghiệp cần có các chiến lược kinh doanh dựa vào sức ảnh hưởng của những người thân, bạn bè của sinh viên và đa dạng hóa các hoạt động xanh của mình, tiếp tục phát triển một hình ảnh xanh tích cực. Việc luôn đổi mới, tạo nên những sản phẩm thời trang bền vững hợp với xu hướng của giới trẻ, thể hiện được nét hiện đại, sang chảnh khi sử dụng những sản phẩm này cũng là điều hết sức cần thiết. Thêm vào đó, kết quả này mang lại một số ý nghĩa đối với các học giả, các nhà quản lý kinh doanh và các nhà hoạch định chính sách trong việc khơi gợi và tạo sự hứng thú, thói quen sử dụng sản phẩm thời trang thân thiện với môi trường cho sinh viên.
... Many studies have confirmed the link between customer-perceived value and consumption intention. Researchers have reported that consumption intention is an important outcome of brand-perceived quality value [54,55]. A growing number of consumers are aware that their purchases directly affect many ecological issues, so many are willing to pay a premium for green products. ...
Green agriculture can minimize the negative impact of agriculture on the environment. As countries around the world strongly advocate green production and green life style, not only is consumers’ awareness about green consumption rising, but the demand for green agricultural products at home and abroad is gradually increasing as well. Brand image has been a crucial factor for consumers to make their final purchasing decisions, thus playing a critical role in influencing the purchasing decisions of consumers. Based on the theory of the brand image, this paper undergoes a comprehensive theoretical and positive analysis and explores the influence mechanism of brand image of green agricultural products on consumers’ purchasing intention. A hypothetical model with perceived value as mediators is constructed by us to examine the influence of brand image of green agricultural products on consumers’ purchasing intention. A quantitative study was conducted for a random sample of 341 consumers who purchased green agricultural products in China according to a questionnaire-based survey using a cluster random sampling technique. The study showed that the overall image of agribusiness, the image of agricultural products, the social image of agribusiness, and the image of consumers are all positively related to consumption intention. The overall image of agribusiness, the image of agricultural products, the social image of agribusiness, and the image of consumers have a positive influence on perceived value. Moreover, perceived value plays a part in the mediating role in the influence of the overall image of agribusiness, the image of agricultural products, the social image of agribusiness, and the image of consumers on consumption intention. These findings shed lights on enterprises in establishing a scientific and effective brand strategy and building an excellent brand image. The research conclusion can provide new insight into how to enhance the consumption willingness for green agricultural products and promote sustainable development.
... Vol. 18 No.1 Juni 2023 : 1 -15 product as a whole. (Tsiotsiu, 2006). Product quality is defined based on either extrinsic cues, which are external qualities, or intrinsic cues, which are internal qualities of a product (Zeithaml, 1988). ...
This study analyzes the driving factors for customer experience and satisfaction during the Covid-19 pandemic. This study uses 105 respondents who are customers of Promise Jiwa. The analysis used is PLS-SEM. The results of this study found that service quality and product quality were able to improve customer experience. Other results state that the more customers have a memorable experience, the more they will have an impact on increasing their satisfaction. This study proposes managerial implications, including improving taste quality, using attractive packaging, increasing food and beverage variants, improving the appearance of food and beverages, and innovation in food and beverages
... then held that perceived quality was about consumers' perception of a product's price, quality, and value, and was a judgment of the overall superiority of the product [23,24]. Perceived quality is the evaluation of the overall excellence or advantages of the product; that is, the evaluation of a product [25]. The evaluation results come from comparing actual quality with expected quality. ...
The progress of commercial VR headsets largely depends on the progress of sensor technology, the iteration of which often means longer research and development cycles, and also higher costs. With the continuous maturity and increasing competition of VR headsets, designers need to create a balance among user needs, technologies, and costs to achieve commercial competition advantages. To make accurate judgments, consumer feedback and opinions are particularly important. Due to the increasing maturity in the technology of commercial VR headsets in recent years, the cost has been continuously decreasing, and potential consumers have gradually increased. With the increase in consumer demand for virtual reality headsets, it is particularly important to establish a perceptual quality evaluation system. The relationship between consumer perception and product quality determined by evaluations of experience is improving. Using the research method implemented in this work, through semi-structured interviews and big data analysis of VR headset consumption, the perceptual quality elements of VR headsets are proposed, and the order of importance of perceptual quality attributes is determined by questionnaire surveys, quantitative analysis, and verification. In this study, the perceptual quality elements, including technical perceptual quality (TPQ) and value perceptual quality (VPQ), of 14 types of VR headsets were obtained, and the importance ranking of the VR headsets’ perceptual quality attributes was constructed. In theory, this study enriches the research on VR headsets. In practice, this study provides better guidance and suggestions for designing and producing VR headsets so that producers can better understand which sensor technology has met the needs of consumers, and which sensor technology still has room for improvement.
... There are two categories of perceived quality in ready-to-wear: intrinsic and external product cues (Richardson, Dick, & Jain, 1994); (Romero & Stone, 1997).Intrinsic cues are qualities of a product that cannot be altered through experimentation without also altering the physical properties of the product itself, such as the type of fiber used (Szybillo & Jacoby, 1974). Extrinsic cues, on the other hand, can be experimentally modified without altering the physical properties of the object because they are not a part of the actual product, such as the brand name and price (Szybillo & Jacoby, 1974).Regarding the connection between perceived quality and brand loyalty, various research show that there is a positive effect of perceived quality on both brand loyalty (Lee, Kumar, & Kim, 2010)and purchase intention (Tsiotsou, 2006) ...
... Perceived quality is defined as "a consumer's assessment of the overall superiority or superiority of the product" (Tsiotsou, 2016). Doing research in China,Chi, Yeh, & Yang (2019)tested the perceived impact of the product on loyalty and purchase intention and concluded that there was a significant effect on one another. ...
The Ministry of Industry issued Regulation No.33/M-IND/PER/7/2013 concerning LCGC Production Development In September 2013, and has experienced impressive growth in Indonesia's automotive sector since 2013. LCGC stands for Low Cost Green Mobil. The main objective of this research is to analyze what drives people to buy LCGC Astra Toyota Agya and is measured by three dependent variables (product quality and price). This study will use multiple linear regression analysis to analyze consumer buying interest to buy LCGC Astra Toyota Agya. There were 86 respondents who took/received brochures from the Showroom at the Toyota Auto 2000 Dealer Jalan Medan–Binjai. The results of this study indicate that product quality and price simultaneously have a significant effect on consumer buying interest, product quality and price partially have a significant effect on consumer buying interest in LCGC Astra Toyota Agya at Toyota Auto 2000 Dealer Jalan Medan-Binjai. LCGC Astra Toyota Agya must increase the advertising of the Agya and the best-in-class car; such as adding a side-beam impact for safety and a great new color. So that it will increase buying interest and strengthen the competitiveness of other LCGC products.
... According to Tsiotsou [15], buying intentions are a key factor in businesses' ability to predict customers' purchasing behavior. ...
The purspose of this study is to indentify factors influencing the consumer intention towards the online food purchasing in Phnom Penh. The conceptual frameworkis developed from previous study which includes perceived convenience, customer control, advertsing, technolgy eagerness, online purchase attitude, and online purchase intention. The quantitative method was applied to distribute questionaires to 400 respondents. Multi-stage sampling technique was conducted in nonprobability sampling approach, using judgmental sampling to select relevant respondents in Phnom Penh, quota sampling to calculate the sample size of the targeted respondents, and convenience sampling to distribute questionaires online, using Google-based surevy form. Item-Objective Congruence and Cronbach's Alpha were employed to validate the constructs. Confirmatory Factior Aalysis (CFA) was used to verify conventient and discriminant validity, and goodness of fit indices. Structural Equation Model (SEM) was carried out to test the relationship among variables. The results from the analysis revealed that advertisng and technology eargerness have signigicant influences on online purchase attitude, and online purchase attitude has significant influence on purchase intention. However, the customer control and perceived convenience do not have any influences on the online purchase attitude.
Bugünün pazarlama ortamında, tüketicilere ulaşma ve onların dikkatini çekme konusunda kullanılan yöntemler, gelenekselin oldukça ötesindedir. Tüketim alışkanlıkları teknolojik gelişmelerin etkisiyle kökten değişmiştir ve değişmeye de devam etmektedir. Bu durum satışları artırma ya da marka sadakati geliştirme niyetinde olan pazarlama yöneticilerini dikkat çekici, inovatif, farklılık yaratan ve geleneksel olmayan tutundurma kampanyaları geliştirmeye zorlamaktadır. Gerilla pazarlama, pazarlama uzmanlarının bu ihtiyacını karşılayacak modern pazarlama yöntemleri arasındadır. Düşük bütçelerle ve alışılmadık yöntemlerle dikkat çekici pazarlama kampanyaları ortaya koymaya odaklanan gerilla pazarlama uygulamaları, hedef kitlelerin ilgisini çekmenin ve marka bilinirliğini artırmanın bir yolu olarak son dönemde sıklıkla tercih edilen modern pazarlama uygulamalarındandır. Yapılan bu çalışmanın amacı; merak uyandıran yöntemlerle müşterilerin zihninde daha kalıcı ve hatırlanabilir olmayı hedef edinen gerilla pazarlama faaliyetlerinin, tüketicilerin satın alma niyeti üzerindeki etkisini araştırmaktır. Araştırma kapsamında 401 katılımcı ile anket çalışması gerçekleştirilmiştir. Yapılan istatistiki analizler neticesinde; gerilla pazarlama bileşenlerinden yenilik, sürpriz, duygusal uyarılma ve netliğin tüketicilerin satın alma niyeti üzerinde anlamlı ve pozitif bir etkiye sahip olduğu; alaka, estetik ve mizahın ise anlamlı ve pozitif bir etkiye sahip olmadığı bulgusu elde edilmiştir.
In today's marketing environment, traditional methods are no longer sufficient to reach and attract consumers. Technological developments have significantly changed consumption habits and required marketing managers to develop innovative, fascinating and unconventional marketing concepts. Guerrilla marketing has emerged as a contemporary approach to meet this need. Guerrilla marketing focuses on creating an eye-catching marketing mix that attracts the attention of the target audience and increases brand awareness through low budgets and unconventional methods. It has become increasingly popular in modern marketing as a way to attract consumers and increase brand loyalty. The aim of this study is to investigate the effect of guerrilla marketing activities, which aim to be more permanent and memorable in the minds of customers with intriguing methods, on consumers' purchase intention. A survey was conducted with 401 participants within the scope of the research. As a result of the statistical analysis, it was found that innovation, surprise, emotional arousal and clarity, which are the components of guerrilla marketing, have a significant and positive effect on consumers' purchase intention; It was found that relevance, aesthetics and humor did not have a significant and positive effect.
Bugünün pazarlama ortamında, tüketicilere ulaşma ve onların dikkatini çekme konusunda kullanılan yöntemler, gelenekselin oldukça ötesindedir. Tüketim alışkanlıkları teknolojik gelişmelerin etkisiyle kökten değişmiştir ve değişmeye de devam etmektedir. Bu durum satışları artırma ya da marka sadakati geliştirme niyetinde olan pazarlama yöneticilerini dikkat çekici, inovatif, farklılık yaratan ve geleneksel olmayan tutundurma kampanyaları geliştirmeye zorlamaktadır. Gerilla pazarlama, pazarlama uzmanlarının bu ihtiyacını karşılayacak modern pazarlama yöntemleri arasındadır. Düşük bütçelerle ve alışılmadık yöntemlerle dikkat çekici pazarlama kampanyaları ortaya koymaya odaklanan gerilla pazarlama uygulamaları, hedef kitlelerin ilgisini çekmenin ve marka bilinirliğini artırmanın bir yolu olarak son dönemde sıklıkla tercih edilen modern pazarlama uygulamalarındandır. Yapılan bu çalışmanın amacı; merak uyandıran yöntemlerle müşterilerin zihninde daha kalıcı ve hatırlanabilir olmayı hedef edinen gerilla pazarlama faaliyetlerinin, tüketicilerin satın alma niyeti üzerindeki etkisini araştırmaktır. Araştırma kapsamında 401 katılımcı ile anket çalışması gerçekleştirilmiştir. Yapılan istatistiki analizler neticesinde; gerilla pazarlama bileşenlerinden yenilik, sürpriz, duygusal uyarılma ve netliğin tüketicilerin satın alma niyeti üzerinde anlamlı ve pozitif bir etkiye sahip olduğu; alaka, estetik ve mizahın ise anlamlı ve pozitif bir etkiye sahip olmadığı bulgusu elde edilmiştir.
Produk industri hiburan Korea Selatan banyak digemari di berbagai penjuru dunia, salah satunya Indonesia dimana cukup banyak juga penggemar yang mengonsumsi merchandise atau barang lainnya yang bersangkutan dengan idolnya baik yang official maupun non official. Maka dari itu, penelitian ini dilakukan untuk mengetahui Faktor Penentu Niat Pembelian Ulang Merchandise BTS Hybe Labels. Kontribusi yang dapat diberikan pada penelitian ini diharapkan dapat menambah informasi pada teori keilmuan manajemen pemasaran dan juga untuk memahami faktor dari Niat Pembelian Ulang pada sektor merchandise kpop. Data primer dalam penelitian ini melibatkan 190 responden dengan menyebar kuesioner yang berdomisili di JABODETABEK dan pernah melakukan pembelian maksimal dua kali merchandise BTS Hybe Labels dalam enam bulan terakhir. Data analisis menggunakan Structural Equation Model (SEM). Penelitian ini mengkaji faktor-faktor yang mempengaruhi Niat Pembelian Ulang. Temuan dari penelitian ini mengungkapkan bahwa Citra Merek mempengaruhi Perceived Quality dan Kepuasan Pelanggan. Selanjutnya Kepuasan Pelanggan dapat mempengaruhi Loyalitas Pelanggan dan Niat Pembelian Ulang, dan terakhir Loyalitas Pelanggan memiliki pengaruh Niat Pembelian Ulang. Tetapi Perceived Quality tidak dapat mempengaruhi Niat Pembelian Ulang. Selanjutnya, penelitian ini hanya melihat variabel Kepuasan Pelanggan dan Loyalitas Pelanggan saja untuk mengetahui faktor penentu Niat Pembelian Ulang. Dengan demikian, peneliti merekomendasikan untuk menambahkan Word Of Mouth (WOM) pada penelitian selanjutnya untuk memperkaya literatur ini
Pemilihan umum (pemilu) merupakan wujud nyata penerapan demokrasi di Indonesia yang memberikan peran bagi warga negara untuk dapat ikut serta secara langsung memilih pejabat publik. Panwaslu Kelurahan/Desa di Provinsi Papua Barat merupakan yang paling banyak diadukan karena dugaan pelanggaran etik pada pemilu 2019. Oleh karena itu, tujuan dari penelitian ini yaitu untuk mengkaji pentingnya kemandirian, integritas, kapabilitas dan partisipatif di provinsi Papua Induk pada pemilu 2024. Jenis penelitian ini menggunakan pendekatan kualitatif yang menekankan pentingnya temuan daripada generalisasi. Penelitian ini menggunakan metode kajian pustaka dengan sumber data dari artikel, buku dan mencari referensi terkait pada pentingnya kemandirian, integritas, kapabilitas dan partisipatif di pemilu. Hasil penelitian ini agar tidak terjadinya pengulangan pelanggaran pemilu maka adanya upaya dalam mengantisipasi berbagai perubahan dalam regulasi Pemilu, permasalahan proses Pemilu dan Pemilihan yang masih terjadi maka dibutuhkan rencana strategis meliputi kemandirian, integritas, kapabilitas dan partisipatif di Provinsi Papua Induk pada pemilu 2024. Pemilu 2024 di provinsi Papua Induk menjadi pemilu pertama yang hasilnya kelak mendudukkan calon anggota legislatif yang meraih suara terbanyak di pemilu
The Indian banks are intensively stressing to hasten their strategies for digitization by discerning substantial degree of digitisation, advancement and revolution. In present scenario, the banks operating in the Indian banking sector are striving to upraise their tech structures and leverage digital facilities to empower client servicing most effectively and efficient. Now-a-days digitalisation and new technological tools have become a vital resource for these banks to accomplish enhanced efficiency, output, strict monitoring of operations, viability and growth. Social media, facilitates consumers by offering array of varied choices, differentiated services, enhanced media coverage and even additional digital conversations and connectivity. Social media facilitates banks with new ways by solidifying sustained long-term associations, developing consumer engagement, cultivating the efficacy of relationship banking, generating brand awareness, loyalty, and trust, ensuring knowledge sharing and meeting heightened customer expectation of personalisation. This particular research endeavours to bridge the gap by investigating antecedents of bank’s performance, in context to their presence on digital platforms in emerging economies like India. A survey was conducted using convenience sampling on about 500+ respondents from Delhi—NCR region and multivariate modelling technique SEM was used to establish the relationship among the antecedents. The outcomes reflected the role of social media in identifying three major constructs entailing relationship banking, brand image and consumer engagement which deals with bank’s performance and most influencing antecedents of the same.
An attractive appearance is essential for women. Women are willing to spend money for the sake of taking care of their face and skin by buying trusted cosmetic brands. The utilization of cosmetic items has emerged as a significant aspect across the lifespan, from infancy to old age, with a growing number of consumers engaging in the consumption of such products. Consumers in developing countries prefer well-known international products rather than domestic products because they have more confidence in the quality of foreign products. Hence, the researcher aims to investigate the extent to which product quality, packaging, brand name and promotion influence purchase intention toward international cosmetic products among Malay women in Putrajaya Malaysia. Therefore, a survey of 105 Malay women in Putrajaya Malaysia was conducted to analyze the factors that influence purchase intention toward international cosmetic products. Correlation analysis is used to analyze the data to identify the relationship between the variables. Furthermore, multiple regression analysis is used to assess the significant influential factors toward purchase intention. The result from the survey discovered that only product quality has a significant relationship with purchase intention towards international cosmetic products among Malay women in Putrajaya Malaysia. Packaging, brand name and promotion were not found to have a significant relationship towards purchase intention towards international cosmetic products.
When COVID-19 began to attack various countries, people began to realize how important it is to eat healthy food. People started looking for healthy food even when they ate at restaurants. This study aims to conduct research on people's interest in buying organic food in restaurants in Yogyakarta using two theories: Theory of Planned Behavior and Theory of Consumer Behavior. The aim is to find out whether there is a positive relationship between Perceived Food Quality to Price Fairness, and Customer Satisfaction, Price Fairness to Customer Satisfaction, and Satisfaction to Revisit Intention, to restaurants in Yogyakarta. A total of 250 people participated in the study by filling out questionnaires, and data processing programs using SMART PLS. The results showed that there was a positive relationship between the following variables: perception of food quality with price fairness, perception of food quality with customer satisfaction, price fairness with customer satisfaction, and customer satisfaction with the intention of visiting again.
Objective: The objective of this study is to examine the relationships between shop image, perceived quality, trust in organic private-label (OPL) products, perceived value, and purchase intentions for OPL food products in order to better understand how to shop image influences consumer behavior towards OPL products.
Methodology: Data for this study was gathered through self-administered questionnaires in Vijayawada, Andhra Pradesh. Structural equation modelling was used to analyses the data and discuss the theories related to the variables studied.
Findings: The study found that shop image has a positive impact on perceived quality and customer confidence in OPL products, which in turn raises perceived value. Purchase intentions were found to be positively influenced by perceived quality, perceived value, and trust in OPL products. Moreover, the perceived value was identified as a partial mediating factor for the effects of perceived quality and trust in OPL on purchase intentions.
Future implications: The findings of this study have important implications for marketers and retailers who sell OPL food products. They can use the information to improve their marketing strategies and increase consumer trust and purchase intentions towards OPL products. Additionally, the study can contribute to the development of future research in this area.
The study is to examine the effect of perceived quality on brand image and brand loyalty among football fans in pro league of Iran. According to research purpose, the study was a descriptive and a practical one, that was conducted based on structural equation modeling. The research population involved the fans of popular football teams in pro league of Iran and a sample of 341 football fans were selected through random sampling in stadiums that were selected purposefully. Standard questionnaires of brand image, brand loyalty and perceived quality have been applied as research tool. The questionnaires validity were verified by sport marketing experts and the reliability of brand image, Brand loyalty and perceived quality questionnaire were respectively found to be 0/89, 0/86, and 0/83 according to Chronbach's alpha. SPSS18 and Amos18 and structural equation modeling were applied for data analysis. The results indicated that perceived quality was effective on brand image, brand image was effective on brand loyalty and perceived quality was effective on brand loyalty.
Objective: The objective of this study is to examine the relationships between shop image, perceived quality, trust in organic private-label (OPL) products, perceived value, and purchase intentions for OPL food products in order to better understand how to shop image influences consumer behavior towards OPL products. Methodology: Data for this study was gathered through self-administered questionnaires in Vijayawada, Andhra Pradesh. Structural equation modelling was used to analyses the data and discuss the theories related to the variables studied. Findings: The study found that shop image has a positive impact on perceived quality and customer confidence in OPL products, which in turn raises perceived value. Purchase intentions were found to be positively influenced by perceived quality, perceived value, and trust in OPL products. Moreover, the perceived value was identified as a partial mediating factor for the effects of perceived quality and trust in OPL on purchase intentions. Future implications: The findings of this study have important implications for marketers and retailers who sell OPL food products. They can use the information to improve their marketing strategies and increase consumer trust and purchase intentions towards OPL products. Additionally, the study can contribute to the development of future research in this area. Keyword Private label brands, store image, organic private label, perceived quality, perceived value, purchase intentions, value. ___________________________________________________________________________
Purpose
Most of the emphasis in the green building literature on the green performance of buildings has been on optimizing energy and resource efficiency. Admittedly, from the perspective of the sustainable construction industry, making optimally energy and resource efficiency, often seen as a technical challenge, has a premise role in green building projects. However, green buildings need to optimally meet the health, well-being and comfort requirements of their occupants and their environmental quality targets. In that context, perceived quality is a crucial determinant of occupant satisfaction and can play a critical role in the user-oriented improvement of the green performance of buildings. While previous research has highlighted issues related to occupant satisfaction, none of them examines green buildings from a perceived quality perspective. Therefore, the study attempts to fill this research gap.
Design/methodology/approach
Firstly, to reveal the positive and negative satisfaction of the building occupants according to the green building features, the review of previous research in the related literature is supplemented by an exploratory study of case studies evaluating occupant satisfaction in green buildings. Then, a conceptual framework is proposed to link perceived quality and green building features towards occupant satisfaction.
Findings
A review of the case studies in 49 research articles has shown deficiencies in a comprehensive understanding and approach to the perceived quality of green buildings. In response, the development of a framework for conceptual interrelationships may provide a pathway for more detailed quality assessments for future research. In this study, the proposed conceptual framework has the potential to provide a conceptual basis for future models in determining the relationship between quality expectations and quality experiences in green buildings. It can also serve as a constructive approach for assessing occupant satisfaction in the quality-driven improvements of green buildings and further investigation of the importance of various quality cues, quality attributes and their interactions.
Originality/value
This study aims to incorporate green building features and perceived quality concepts into a framework that can form the basis for assessing occupant satisfaction in green buildings. The ultimate goal of the proposed conceptual framework is to generate an insight that can contribute to rethinking the perceived quality of green buildings and developing more occupant-driven solutions for future green buildings.
The Tarusan Kamang Magical Lake is a future tourist attraction that has the potential to implement halal tourism. This study aims to see whether there is conformity in the arrangement of tourist objects with the principles of halal tourism. The method used is field research, where the researcher directly observes the research object. The study results show that the Tarusan Kamang Magic Lake fulfills seven out of fifteen indicators of halal tourism. The improvements that can be made include: 1) The local government is managing tourist objects so that they can build halal restaurants with polite-looking servers by Islamic ethics; 2) Building a prayer room to make it easier for tourists to worship, 3) Providing halal tourism education to the public or tourism managers to improve Islamic ethics and be able to separate tour guides based on gender; 4) Holding Islamic festivals such as breaking the fast together in the month of Ramadan and involving tourists in these activities.
Purpose
The current study aims at developing a conceptual framework containing original dimensions of SERVQUAL and adding two modified dimensions: patient safety and medical professionalism in healthcare service quality (HSQ) model.
Design/methodology/approach
An extensive review of HSQ literature pertaining to its dimensions and models with respect to content analysis and bibliometric studies of service quality in healthcare and SERVQUAL in healthcare were performed on 47 relevant studies, 4,689 and 529 documents after applying inclusion and exclusion criteria. Google Scholar and Scopus were the primary sources to find the relevant documents.
Findings
The content analysis was conducted to group HSQ dimensions into seven themes. Co-occurrence analysis of author keywords was performed in VOSviewer to find the links between service quality, SERVQUAL and proposed dimensions. Organization and analysis of different HSQ models and dimensions emerged from the literature result in a comprehensive conceptual framework comprising modified dimensions of healthcare service quality – medical professionalism and patient safety.
Originality/value
SERVQUAL is a widely accepted, tested and validated model in perceiving HSQ from the lenses of patients. But it does not cover the complex nature of healthcare service, thus requiring modification and the addition of new contextual dimensions. Therefore, a comprehensive conceptual framework is developed to validate and test quantitatively.
The purpose of this study was to prove the effect of Store Image, Price Consciousness, and Quality Variations Repurchase on Private Label, samples were taken using convenience sampling of 179 respondents and data collection using a questionnaire which was conducted at the Superindo Superindo Cinere West Java Indonesia where all the obtained instruments were valid, with multiple regression results that there is a significant variation between price and quality awareness on the intention to repurchase private label products but for store image it has no effect on the desire to buy products from private labels, because it turns out that people buy private label products not because of the image of the store but because of variations quality and price because usually private label products issued by the supermarket concerned are cheaper than similar branded products.
As an important part of tourist shopping, the study of duty-free shopping experiences is of great value for enhancing economic growth in the travel retail market and improving the image of tourist destinations. However, current research on duty-free shopping has failed to meet these practical requirements. To effectively identify tourists’ shopping needs and develop effective shopping strategies, we conducted a study from the perspective of destination marketing organizations. For comments on duty-free shopping, we used thematic modeling and sentiment analysis. The thematic analysis showed five themes based on the duty-free shopping experience: perceived variety and function, perceived online process, perceived service, perceived environment, and perceived cost. Our study begins with a duty-free shopping tourism experience and expands on relevant research findings to enrich the tourist shopping knowledge system. Through this study, we hope to provide appropriate and targeted recommendations for marketing shopping tourist destinations.
Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. The authors first test this model with data from a longitudinal laboratory experiment. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors.
This study compared importance ratings of social values between fashion innovators and non-innovators. The data came from a survey of 607 middle class consumers who rated the nine social values comprising the List of Values (Kahle and Kennedy 1989). As hypothesized, 70 fashion innovators rated the value of excitement more highly than 536 non-innovators, even when chronological age was held constant. This finding was similar for men and women, African-American and whites, demonstrating its robustness. The value of fun & enjoyment was also more highly rated by the fashion innovators.
Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions about the concepts and their relationships are presented, then supported with evidence from the literature. Discussion centers on directions for research and implications for managing price, quality, and value.
The utility of the concept of the "Nine Nations of North America" for segmentation was tested by comparing several geographic segmentation systems with values in a probability sample of the coterminous United States. The evidence does not mandate abandoning the Bureau of Census regions. Managerial implications are discussed.
The purpose of the study was to classify donors who make large donations and those who make small donations to athletics programmes. In particular, the study investigated the degree to which involvement with the athletics programme, income and donor type discriminate individuals who make large donations from those who make small donations in an effort to predict donation level of prospect donors. The hypothesis that the three variables (involvement with the athletics programme, income and donor type) would classify athletics donors of small donations from athletics donors of larger donations was confirmed. The findings of the study provide theoretical and practical implications in predicting donation size, determining donor cultivation strategies and increasing fundraising effectiveness.
The purpose of the study was to explain why people make donations to athletic programs in an effort to increase the effectiveness of athletic fund raising and enrich the fundraising literature with a theoretical framework in donor behavior. Based on a thorough review of literature, the Giving to Athletics Model (GAM) was developed and tested. The survey research method was utilized to study donors of the Florida State University athletic program. The structural equation modeling (SEM) technique and the Maximum Likelihood estimation procedure indicated several revisions on the Giving to Athletics Model (GAM). The revised model showed that Involvement with Athletics and Emotional Motivation are the two most significant factors that explain giving to athletic programs. Finally, Experience with Sports and Attendance of Athletics were the two factors with an indirect effect on Donations to Athletics.
The conceptualization of the Personal Involvement Inventory was a context-free measure applicable to involvement with products, with advertisements, and with purchase situations. The empirical work to develop this measure was mainly validated with respect to product categories. This paper extends the construct validation of the PII to involvement with advertisements and also demonstrates that the PII may be reliably reduced from twenty items to ten items. There is some indication the revised PII may then be broken into two subscales representing a cognitive and affective grouping.
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors' discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
The authors report a study of the effects of price, brand, and store information on buyers' perceptions of product quality and value, as well as their willingness to buy. Hypotheses are derived from a conceptual model positing the effects of extrinsic cues (price, brand name, and store name) on buyers' perceptions and purchase intentions. Moreover, the design of the experiment allows additional analyses on the relative differential effects of price, brand name, and store name on the three dependent variables. Results indicate that price had a positive effect on perceived quality, but a negative effect on perceived value and willingness to buy. Favorable brand and store information positively influenced perceptions of quality and value, and subjects' willingness to buy. The major findings are discussed and directions for future research are suggested.
It is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, this article examines the moderating effects of switching costs on customer loyalty through both satisfaction and perceived-value measures. The results, evoked from a Web-based survey of online service users, indicate that companies that strive for customer loy-alty should focus primarily on satisfaction and perceived value. The moderating effects of switching costs on the association of customer loyalty and customer satisfaction and perceived value are significant only when the level of customer satisfaction or perceived value is above average. In light of the major findings, the article sets forth strategic implications for customer loyalty in the setting of elec-tronic commerce. © 2004 Wiley Periodicals, Inc. In the consumer marketing community, customer loyalty has long been regarded as an important goal (Reichheld & Schefter, 2000). Both mar-keting academics and professionals have attempted to uncover the most prominent antecedents of customer loyalty. Numerous studies have
Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. The authors first test this model with data from a longitudinal laboratory experiment. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors.
Evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value. Propositions about the concepts and their relationships are presented, then supported with evidence from the literature. Discussion centers on directions for research and implications for managing price, quality, and value.
The purpose of the study was to predict the level of satisfaction with tourism services in Greece. In particular, the study investigated the degree to which demographic variables and leisure activities could discriminate consumers who are highly satisfied from those who are less satisfied with tourism services. A self-administered anonymous questionnaire was given to 170 subjects who participated in a three-day trip organized by travel agencies to the mountainous region of Hepeiros, Greece, from November 2003 to February 2004. The questionnaire was given the last day of the trip and was answered by 115 individuals (68% response rate). Classification with discriminant analysis was used to identify consumers with different satisfaction levels (high and low). The hypothesis that demographics and leisure activities will classify consumers highly satisfied from consumers less satisfied was partially confirmed. Education, age and leisure activities could discriminate between the two groups of consumers (high satisfied and low satisfied). However, the findings of the study provide theoretical and practical implications in predicting satisfaction level and increasing tourism marketing effectiveness.
The universality of S. H. Schwartz and W. Bilsky's (see record
1988-01444-001) theory of the psychological content and structure of human values was examined with data from Australia, Finland, Hong Kong, Spain, and the United States. Smallest space analyses of the importance ratings that individuals assigned to values revealed the same 7 distinct motivational types of values in each sample as had emerged earlier in samples from Germany and Israel: achievement, enjoyment, maturity, prosocial, restrictive conformity, security, self-direction. Social power, studied only in Hong Kong, also emerged. The structural relations among the value types suggest that the motivational dynamics underlying people's value priorities are similar across the societies studied, with an exception in Hong Kong. The interests that values serve (individual vs. collective) and their goal type (instrumental vs. terminal) also distinguished values in all samples. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
This study examines how loyalty influences the relationship between customer satisfaction (CS) and repurchase intention (RPI). Considering the effect of time, the study introduces adjusted expectations, which are expectations updated after consumption experience. The present study investigates the role of adjusted expectations in the CS–RPI link. With structural-equation analysis, the proposed model was tested in the family-restaurant setting. The results show that adjusted expectations can mediate the effect of CS on RPI. The results also indicate that processes underlying the CS–RPI link are different between low-loyalty and high-loyalty customers. Specifically, the transient route, which reflects the indirect path from CS to RPI via adjusted expectations, has a greater impact for nonloyals than for loyals. On the other hand, the chronic route, which represents the direct path from CS to RPI, has a greater impact for loyals than for nonloyals. CS is found to have no direct influence on RPI for low-loyalty customers. © 2004 Wiley Periodicals, Inc.
The expectations-disconfirmation paradigm provides the most popular explanation of consumer satisfaction. However, and as is occasionally noted, if a customer experiences disconfirmation after consuming a product, future expectations regarding the product should be revised toward the performance perceived by the customer. If expectations do not change in the face of disconfirmation, the implication would be that the customer did not learn from their consumption experience. Assuming that a customer will learn from experience, then decreasing levels of disconfirmation should affect customer satisfaction. For example, if a customer is surprised by an excellent service experience he or she will be satisfied. Yet the customer now has higher expectations for the service the next time it is purchased. If product performance is consistent, the degree of disconfirmation will diminish regardless of whether the revised expectations are exceeded or just met. If disconfirmation is the best predictor of satisfaction, then satisfaction should vary directly with disconfirmation to a steady state level, despite increasing expectations. A longitudinal approach to the antecedents of consumer satisfaction logically implies the hypothesis of systematically varying consumer satisfaction.
As firms seek ways to manage customer relationships over the long term, understanding the dynamics of the service provider–customer rela-tionship becomes a key priority. In this article, the authors develop and test a dynamic model of customer usage of services, identifying causal links between customer's prior usage levels, satisfaction evaluations, and subsequent service usage. The authors quantify the (heretofore anecdo-tal) relationship between customer satisfaction and subsequent service usage and provide new theoretical insights into the antecedents of cus-tomer satisfaction by introducing the concept of perceived payment equity. The primary contribution of the article is an understanding of how service usage changes over time, and particularly, how the consumer's view of the fairness or "equity" of the exchange over time affects the con-sumer's usage of services. Specifically, payment equity represents the customer's changing evaluation of the fairness of the level of economic benefits derived from usage in relation to the level of economic costs, that is, the customer's evaluation of the fairness of the exchange. By examin-ing the antecedents of payment equity, it can be determined how cus-tomers use price and usage over time to update their evaluations of the fairness of the exchange. This evaluation affects overall satisfaction, which in turn affects future usage. The results suggest that customers' usage levels can be managed through pricing strategies, communications, and more generally dynamic customer satisfaction management.
Strong brand commitment has often been associated with high levels of involvement. However, empirical evidence supporting the conceptual distinctiveness of the two constructs has been equivocal. The findings of this study indicate that product involvement and brand commitment are not highly related and, indeed, represent unique constructs. Four distinct consumer segments emerged from the data analysis based upon low to high levels of product involvement and weak to strong brand commitment. Furthermore, various differences were revealed among the four groups with respect to product orientations, sources of brand information, and the importance of product attributes. © 2000 John Wiley & Sons, Inc.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects’ initial expectations affected subjects’ satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
The author examines consumer affective responses to product/consumption experiences and their relationship to selected aspects of postpurchase processes. In separate field studies of automobile owners and CATV subscribers, subjects reported the nature and frequency of emotional experiences in connection with product ownership and usage. Analysis confirms hypotheses about the existence of independent dimensions of positive and negative affect. Both dimensions of affective response are found directly related to the favorability of consumer satisfaction judgments, extent of seller-directed complaint behavior, and extent of word-of-mouth transmission.
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
This paper provides a framework for collecting, analyzing, and interpreting purchase intentions data.
The utility of the concept of the “Nine Nations of North America” for segmentation was tested by comparing several geographic segmentation systems with values in a probability sample of the coterminous United States. The evidence does not mandate abandoning the Bureau of Census regions. Managerial implications are discussed.
The present study investigated empirical associations between the self-reported importance of personal values and self-reports of innovative purchasing behavior for clothing at different levels of specificity. The thirty-six Terminal and Instrumental values from the Rokeach Value Survey operationallzed the personal values. Measures of "Fashion Consciousness," "Fashion Innovativeness," and "Spending for New Fashions" served as dependent variables. Correlations were computed between importance ratings of the values and the three dependent variables with the effects of social desirability response set controlled. As hypothesized, the value ratings were correlated more frequently with the most general level of self-reported consumer behavior among this sample of 314 middle class consumers.
Service quality: Insights and managerial implications from the frontier New ideas in service quality currently center on better understanding how the customer is affected by service quality, how a firm implements and measures service quality improvement, and how key trends are likely to affect service quality management in the coming years. Effectively managing service quality requires a clear understanding of what service quality means to the customer. Thus we must understand the nature of customer satisfaction, service quality, and customer value and how these factors interact. Improving the quality of service then requires managing the service product, the service environment, and the service delivery. All of these issues are likely to be affected strongly by several underlying trends, pointing to how business must change in the coming years. We summarize the key issues that should be addressed by managers and by future research . One of us (Rust) recently gave ...
In surveys individuals are routinely asked to predict their future behavior, that is, to state their intentions. This article studies the relationship between stated intentions and subsequent behavior under the "best-case" hypothesis that individuals have rational expectations and that their responses to intentions questions are best predictions of their future behavior. The objective is to place an upper bound on the behavioral information contained in intentions data and to determine whether prevailing approaches to the analysis of intentions data respect the bound. The analysis focuses on the simplest form of intentions questions, those that call for yes/no predictions of binary outcomes. The article also discusses "forced-choice" questions, which are distinct from, but are sometimes confused with, intentions questions. A primary lesson is that not too much should be expected of intentions data. It is shown that intentions data bound but do not identify the probability that a person will behave in a given way. The derived bounds are nonparametrically estimable and may be used to test the best-case hypothesis. Contrary to assertions in the literature, there is no reason to think that individual-level differences between intentions and behavior should "average out" in the aggregate.
The authors investigate whether the use of segmentation can improve the accuracy of sales forecasts based on stated purchase intent. The common current practice is to prepare a sales forecast by using purchase intent and observed historical patterns in purchase rates given level of intent. The authors show that the accuracy of sales forecasts based on purchase intent can be improved by first using certain kinds of segmentation methods to segment the panel members. The main empirical finding is that more accurate sales forecasts appear to be obtained by applying statistical segmentation methods that distinguish between dependent and independent variables (e.g., CART, discriminant analysis) than by applying simpler direct clustering approaches (e.g., a priori segmentation or K-means clustering). The results further reveal that meaningful segments are present and identifiable that vary in their subsequent purchase rates for a given level of intent. This identification has important implications for areas such as target marketing, as it indicates which customer segments will actually fulfill their intentions. One key substantive finding is that households in a (demographic/product-usage-based) segment having an a priori high propensity to purchase are also more likely to fulfill a positive intention to purchase.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects' initial expectations affected subjects' satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
This paper investigates the interactive effects of objective quality information on price and brand name information on buyer's product evaluation. To answer a call made more than 20 years ago, the study brings objective quality rating information such as those reported in Consumer Reports into a proven market cue -product evaluation model. The research method uses a 2x2x2 factorial design to systematically examine interaction effects of objective information with price and brand name in a market cue-product evaluation model. The conclusions find that the brand effects are not influenced by the objective quality information. However, there are strong interaction effects between price and objective quality information.
On average, US corporations now lose half of their customers in five years, half their employees in four, and half their investors in less than one. Customer retention is the central gauge that measures how well the company is creating value for its customers. Creating value for customers builds loyalty, and loyalty in turn builds growth, profit and more value. Profit is not primary. Profit is a consequence of value creation. The only way to achieve sustainable improvements in performance is by building sustainable improvements in value creation and loyalty. In a typical company, customers are defecting at the rate of 10-30% per year; employee turnover rates of 15-25% are common; and average annual investor churn now exceeds 50% per year. WE NEED TO SEE PEOPLE AS ASSETS, rather than expenses, and we should expect those assets to pay returns over a period of many years. Asset defection is unacceptable. Human capital, unlike most other assets, does not depreciate over time. It actually improves with age. The Fundamental Mission of Business is Not Profit, but Value Creation. There are two kinds of profit. Virtuous profit-the result of creating value, sharing it, and building the assets of the business. Destructive Profit -comes from exploiting assets, from selling off a business's true balance sheet. We need to begin basing bonuses on the enhancement of customer value and loyalty. Building a highly loyal customer base cannot be done as an add-on. It must be an integral part of a company's basic business strategy. We have to get rid of the idea that our primary mission is to maximize profits and shareholder value. To quote Henry Ford, "Business must be run at a profit... else it will die. But when anyone tries to run a business solely for profit, then also the business must die, for it no longer has a reason for existence." Promotions and year end bonuses are tied to the annual profit plan, so managers zero in on managing those numbers, one year at a time. For several generations of managers, the link between a company's long term fortunes and the loyalty of its customers, employees and investors has become invisible. The resulting mismanagement of human capital has thwarted progress in many large companies. The average Fortune 500 Company expires in 40 years. Most are outlived by their employees. This short corporate lifespan suggests some flaw in our current profit before value thinking.
The purposes of the study are (1) to segment female apparel shoppers into unique apparel shopping orientation groups; and (2) to develop a profile for each segment with respect to information sources, importance of store attributes, lifestyle activities, patronage behavior, and demographics. Data (N = 482) were collected via a questionnaire sent to a nationwide random sample of 1,400 females. By cluster analysis of apparel shopping orientation factors, three groups are identified: (1) Highly Involved Apparel Shopper (46%); (2) Apathetic Apparel Shopper (34%); and (3) Convenience-Oriented Catalog Shopper (20%). These three groups were then compared on several characteristics through multivariate analysis of variance (MANOVA) and chi-square statistics. The results indicate that shopping orientations are a base for segmenting female apparel shoppers and these groups are unique in consumer buying characteristics. These characteristics include: (1) three factors of information sources (Store Fashion Service/Promotion, Fashion Publications, and Mass Media); (2) five factors of importance of store attributes (Store Personnel, Visual Image of Store, Customer Service, Easy Access, and Brand/Fashion); (3) two factors of lifestyle activities (Cultural and Grooming), and (4) other variables (patronage behavior, annual wardrobe expenditure, occupation, housing area and income).
Because fashion leadership among women is of great interest to clothing researchers and retailers alike, much effort has been devoted to studying the demographic characteristics of women who can be identified as fashion leaders. Although demographic data provide valuable information, demographics alone give little insight into the forces that motivate women to become fashion leaders. Beyond demographic factors, personal and social values have been argued to have an important influence on the strength and direction of consumer behavior. Few studies, however, have attempted to reveal the social values of fashion leaders. Our study examines the relationships between fashion leadership and the nine social values measured by Kahle's List of Values. Data from 248 women whose ages ranged from 16 to 85 years confirmed that younger women are more likely to be fashion leaders and that level of education and income are unrelated to fashion leadership. Fashion leaders were also found to be more active in fashion-related behaviors (spending for clothing, reading fashion magazines, spending time shopping, buying new fashion items). Finally, fashion leadership was associated with the social values of excitement and fun/enjoyment in life. The study suggests ways this knowledge about values can be incorporated into marketing and retail strategies.
The paper reports on a research design that attempts to integrate prior theory on consumer involvement and brand loyalty in a longitudinal study of grocery product purchasing. Using a previously identified and validated measure of involvement, and separate measures of brand commitment and support to capture the dimensionality of brand loyalty, the relationship between the two constructs was estimated using LISREL. We report on our main finding which confirms the existence of a weak but significant relationship between involvement and brand loyalty in grocery markets. The implications of this for marketing theory and practice are discussed and future research directions signposted.
The authors integrate previous research that has investigated experimentally the influence of price, brand name, and/or store name on buyers' evaluations of prod¬uct quality. The meta-analysis suggests that, for consumer products, the relation¬ships between price and perceived quality and between brand name and perceived quality are positive and statistically significant. However, the positive effect of store name on perceived quality is small and not statistically significant. Further, the type of experimental design and the strength of the price manipulation are shown to significantly influence the observed effect of price on perceived quality.
This paper provides a framework for collecting, analyzing, and interpreting purchase intentions data.
The author examines consumer affective responses to product/consumption experiences and their relationship to selected aspects of postpurchase processes. In separate field studies of automobile owners and CATV subscribers, subjects reported the nature and frequency of emotional experiences in connection with product ownership and usage. Analysis confirms hypotheses about the existence of independent dimensions of positive and negative affect. Both dimensions of affective response are found directly related to the favorability of consumer satisfaction judgments, extent of seller-directed complaint behavior, and extent of word-of-mouth transmission.
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
This paper provides empirical evidence on the relationship between firm perceived quality (FPQ) and overall customer satisfaction (SAT) on customer purchase intentions (PI). Based on the construction of a scale for measuring firm perceived quality, where aspects related both to the perceived product quality (PPQ) and to the perceived service quality (PSQ) are included, alternative hypotheses are tested in terms of the causal relationship between these constructs. The results show that SAT acts as a mediating variable on the relationships between FPQ and PI, but there is no proof of the existence of interaction between FPQ and SAT. These results explain the apparent contradictions that exist in published works on relationships between these constructs.
Describes the replication and testing of the SERVQUAL battery (A. Parasuraman et al; see record
1986-10681-001), which measures the perceived quality of a service situation. The scale was tested in 4 service settings different from those of the original test: a dental school patient clinic, a business school placement center, a tire store, and an acute care hospital. Six basic questions of interest to the retailer are discussed: (1) the number of dimensions and how generic they are, (2) the extent to which item wording can be changed, (3) service situations that include multiple service functions, (4) the validity of analyzing differences between expectations and perception, (5) the point at which expectations information should be obtained, and (6) the relationship between expectations and importance. SERVQUAL answered Questions 1 and 2 but needs adaptations with regard to Questions 3 through 6. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Strong brand commitment has often been associated with high levels of involvement. However, empirical evidence supporting the conceptual distinctiveness of the two constructs has been equivocal. The findings of this study indicate that product involvement and brand commitment are not highly related and, indeed, represent unique constructs. Four distinct consumer segments emerged from the data analysis based upon low to high levels of product involvement and weak to strong brand commitment. Furthermore, various differences were revealed among the four groups with respect to product orientations, sources of brand information, and the importance of product attributes. © 2000 John Wiley & Sons, Inc.
As international marketing activities grow in importance, researchers are paying increased attention to cultural differences in market segments. The present study examined the relative importance placed on social values by women fashion leaders compared with nonleaders in two samples, one from the U.S. and one from the United Kingdom. A self-report scale of fashion leadership was carefully validated for both samples and used to identify fashion leaders. As hypothesized, these consumers reported the value of excitement to be more important than nonleaders. This finding suggests that, at least where value appeals are used in fashion advertising, similar appeals stressing the excitement of new fashions may be suitable in both countries. © 1993 John Wiley & Sons, Inc.