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The Role of Price Perceptions in an Integrated Model of Behavioral Intentions
Abstract
Compared to the emphasis that service quality research has received in service marketing, much less work has been done on the role of price perceptions and their effect on customer retention. This article seeks to fill this gap in the literature. The authors build propositions of price’s role vis-à-vis customer value, satisfaction, and behavioral intentions and then test these propositions using empirical data from the banking industry in the United States and New Zealand. Their findings indicate that (a) price perceptions have a stronger influence on customer value perceptions than quality, and (b) price perceptions, when measured on a comparative basis, have a significant direct effect on customer satisfaction and behavioral intentions— over and above their mediated effect through the construct of customer value. These results indicate that price perceptions significantly affect customer retention and suggest that managers may benefit from actively managing consumers’ price perceptions, in addition to consumers’ quality perceptions.
... Tüketicilerin değer algılamaları üzerinde kayda değer ölçülerde etkileri olan fiyat (Varki & Colgate, 2001), bir ürünü elde etmek için Covid-19'a Yönelik Korku Kaynaklı Fayda Algısının Değer, Fiyat Adaleti ve Tatmin Üzerindeki Etkisi: Geleneksel Sokak Yemeklerini Tüketenler Üzerinden Bir Araştırma kendisinden vazgeçilen veya bu doğrultuda feda edilen şey olarak ifade edilmektedir (Zeithaml, 1988). Fiyat ve fiyata yönelik algılamalara ilişkin yeteri kadar çalışmanın olduğu belirtilmekle birlikte fiyatın daha çok işletme ve tüketici eksenli dikey olarak irdelendiği, dolayısıyla tüketiciler gözünden yatay olarak değerlendirilmesini gösteren fiyat adaleti perspektifiyle irdelenmesi gerekliliği vurgulanmaktadır (Martins & Monroe, 1994). ...
... Bu durum ilişkili olarak ürünlere yönelik değer algısını da etkilemekte ve fiyat adaletinin algılanan değer algısına yön vermesine olanak sağlamaktadır. Bu açıdan fiyat adaletinin ürünlere yönelik değer algısını etkilediği ve böylelikle tüketici memnuniyeti üzerinde belirleyici olduğu açıktır (Varki & Colgate, 2001;Xia vd., 2004). Mevcut bilgiler doğrultusunda aşağıda yer alan hipotezler önerilmiştir; ...
... Diğer taraftan değerin tatmin üzerinde belirgin etkilerinin olduğu yapılan çalışmalarda (ör. Gallarza & Gil Saura, 2006;Konuk, 2019;Varki & Colgate, 2001) ortaya koyulmuştur. ...
Küresel ölçekte Covid-19 virüsü bireylerin yaşamları üzerinde önemli etkiler bırakmıştır. Pandemi boyunca bireyler hayati riskler ile karşı karşıya kalırken, yine bu süreçte riskleri azaltıcı tüketim tercihleri sergilemek zorunda kalmışlardır. Bu durum beraberinde tüketicilerin memnuniyetini olumlu veya olumsuz etkileyebilmektedir. Sokak yemekleri de bu dönemde hem fayda algılaması hem de fiyat performansı ile tüketicilerin ilgisini çekmektedir. Bu çalışma Covid-19’a yönelik korkuların sokak yemeklerine yönelik fayda algılamasını nasıl etkilediğini ve mevcut algının fiyat adaleti, değer ve tatmin ile nasıl bir ilişkiye sahip olduğunu belirlemeyi amaçlamaktadır. Amaç doğrultusunda 442 katılımcı üzerinden elde edilen veriler Yapısal Eşitlik Modellemesi (YEM) ile analiz edilmiştir. Bulgulara göre korkuların algılanan faydayı öngördüğü ve yine algılanan faydanın fiyat adaletini ve tatmini yordadığı belirlenmiş ve son olarak değerin algılanan fayda tarafından yordanmadığı, ancak tatmini yordadığı görülmüştür.
... Githiri (2017) menjelaskan lingkungan fisik sebagai segala aspek yang ada di sekitar seseorang secara georgrafis seperti keadaan alam, suhu, fasilitas, dan lainnya. Di beberapa penelitian menunjukkan bahwa lingkungan fisik merupakan elemen penting yang dapat meningkatkan loyalitas pelanggan (Bolton & Lemon, 1999;Varki & Colgate, 2001;Reimer & Kuehn, 2005;Nguyen & Leblanc, 2002;Ryu & Jang, 2007). ...
... Lingkungan fisik merupakan kegiatan yang dilakukan oleh pemilik usaha untuk mendesain took agar dapat menarik minat pelanggan (Ryu & Jang, 2007). Varki & Colgate (2001) menjelaskan bahwa pelanggan akan datang kembali akibat lingkungan fisik took yang nyaman dan memberikan kemudahan. Lingkungan fisik yang sesuai dengan pelanggan akan menumbuhkan loyalitas pelanggan (Booms & Bitner, 1982). ...
... Lingkungan fisik terbukti membentuk loyalitas pelanggan (Nguyen & Leblanc, 2002;Ryu & Jang, 2007;Reimer & Kuehn, 2005;Varki & Colgate, 2001;Bolton & Lemon, 1999). Keadaan lingkungan fisik dapat mengubah perilaku dari pelanggan (Djaelani et al., 2022). ...
Retail business is a form of business that is increasingly popular among the public. Traditional retail business began to develop into a retail business that is processed with a more modern system. One of the retail businesses in Indonesia is Lotte Mart. Retail business in Indonesia continues to grow so that market competition emerges to increase customer loyalty. This study was conducted to determine the effect of lifestyle, physical environment, and price perception on customer loyalty. The population determined in this study are Lotte Mart customers who are in Surabaya City and Sidoarjo Regency. Researchers get 100 respondents obtained by purposive sampling technique. The data obtained through the questionnaire responses will be analyzed using multiple linear regression. The results of the study show that lifestyle has an influence on the formation of customer loyalty. In addition, customer loyalty is also influenced by the physical environment. Price perception has been shown to have a significant effect on customer loyalty.
... In a related line of research, several authors have examined the effect of perceived price on perceived quality (Rao and Monroe, 1989; Teas and Agarwal, 2000) and perceived value (Zeithaml, 1988 Woodruff, 1997) [33][34][35][36][37] and satisfaction (Fornell et al., 1996;Voss et al., 1998;Bolton and Lemon, 1999) [38][39]34] . Unfavorable price perceptions have also been found to negatively impact behavioral intention directly (Dodds et al., 1991;Varki and Colgate, 2001) [40][41] . Customers are often looking for the best (lowest) price. ...
... In a related line of research, several authors have examined the effect of perceived price on perceived quality (Rao and Monroe, 1989; Teas and Agarwal, 2000) and perceived value (Zeithaml, 1988 Woodruff, 1997) [33][34][35][36][37] and satisfaction (Fornell et al., 1996;Voss et al., 1998;Bolton and Lemon, 1999) [38][39]34] . Unfavorable price perceptions have also been found to negatively impact behavioral intention directly (Dodds et al., 1991;Varki and Colgate, 2001) [40][41] . Customers are often looking for the best (lowest) price. ...
... The price offering of logistics services was also found to positively impact on customer satisfaction (Rao et al., 2011b). Varki also found that price offer plays a significant role in customer satisfaction (Varki & Colgate, 2001). IoT personalization was mentioned by Davis et al. oninformation personalization towards service (Davis-Sramek et al., 2009). ...
... ,Rao et al. (2011b),Varki and Colgate (2001) IoT PersonalizationDavis-Sramek et al. (2009),Tan and Chou (2007),Mittal and Lassar (1996) System Availability Bienstock et al. (1997), Rabinovich and Bailey (2004), Xing and Grant (2006) Logistics Staff Profession Stank et al. (2003), Mentzer et al. (1999), García-Dastugue and Eroglu (2019) Service Level Mentzer et al. (1989), Rabinovich and Bailey (2004) Return Policy Xing and Grant (2006), Griffis et al. (2012) Ease of Use Bienstock et al. (2008) Informativeness Negash et al. (2003), Mentzer et al. (1989), Hoffman and Novak (1996) Security Kim et al. (2016), White et al. (2017), Liu and Liu (2014) Privacy White et al. (2017) ...
This study aims to develop a model to assess the impact of IoT technologies on cold-chain logistics service quality management and information of fresh product e-commerce in logistics 4.0. With eight primary characteristics and 40 dimension-related variables, we created a theoretical framework of IoT-based Cold-chain Logistics Service Quality (ICCLSQ) management through a structural equation model. A follow-up online poll of 522 previous fresh product purchasers who experienced features of logistics 4.0 was undertaken to assess customer expectations regarding the quality of information management and logistics service qualities in fresh product e-commerce. Statistical analysis was undertaken to investigate the attribute correlations and linear regressions were performed for analysis. Customers' pleasure, return motivation, security and privacy are the four-logistics service quality scale dimensions in fresh products information management. The new theoretical model enables a better understanding of the LSQ factors that affect customer satisfaction on the information management of fresh product e-commerce enterprises, as well as enhancing the deployment of their services in light of Logistics 4.0.
... Older studies in retailing and services also focused on price level, quality and value (Baker et al. 2002;Varki and Colgate 2001), but then started to integrate emotions as mediators between cognitive price perception and outcome variables (Cakici and Tekeli 2022;Peine et al. 2009;Walsh et al. 2011;Zielke 2011Zielke , 2014. Several recent studies refer to the value dimensions suggested by Sweeney and Soutar (2001), such as price, quality, emotional and social value (Diallo et al. 2015;France et al. 2020;Rousta and Jamshidi 2020;Slack et al. 2020), but do not analyze relationships between these values. ...
... It seems reasonable to distinguish value perception as a sacrifice benefit-ratio from simpler perceptions of price level, quality perception and symbolic perception. Value is considered to mediate the impact of price-level perception on behavioral intentions at least partly (Babin et al. 2016;Teas and Agarwal 2000;Varki and Colgate 2001). ...
A brand price image consists of associations related to the price positioning of a brand’s product portfolio and has a filter function for price search and brand consideration. The branding literature usually analyzes brand images in general and a few studies have discussed variables related to dimensions of a brand price image. This paper aims to extend this fragmented literature by proposing an integrated framework that links cognitive, emotional and inferential dimensions of a brand price image with each other and with the buying intention. With this framework, we analyze how brand price-level perception influences the buying intention through different positive and negative paths and whether the strength of these paths differs between price tiers. We test our framework based on data from 581 young middle-class Brazilian respondents using structural equation modeling. Results reveal a negative net effect of a perceived low price level on the buying intention. Regarding intra-tier positioning, a more expensive price-level perception increases the buying intention in low price tiers, while a less expensive price-level perception has a positive effect in high-price tiers. We explain these effects by stronger price–quality inferences in low-price tiers and discuss implications for theory and practice.
... A wide range of studies have examined the external and internal décor of the restaurant, which involves customers being friendly. Varki and Colgate (2001) have debated that it enhances the attractiveness and satisfaction of the customer at first glance. Besides, Ryu and Han (2011) postulated that the nonvisual senses subconsciously affected every customer transaction (e.g., their relaxation and satisfaction, waiting time, and dining speed). ...
This study examines the effects of ambient conditions, food hygiene, standardization, and customer satisfaction on restaurant innovative service acceptance. The quantitative study draws upon data from 750 valid questionnaires completed by restaurant customers. The researchers applied partial least square-structural equation modelling (PLS-SEM) using Smart PLS 4 to analyse the research model. A two-step method was followed to assess measurements and structural models. The salient PLS-SEM findings showed that ambient conditions, standardization, and food hygiene significantly affect customer satisfaction. Besides, the findings also acknowledged that customer satisfaction was mediating and significantly affected innovative service acceptance. This study has made a significant theoretical contribution to the innovative service literature by examining its antecedents in a single model and exploring the mediating role of customer satisfaction. The study’s findings indicate that restaurant managers should be concerned with innovative service and customer acceptance. The possession of innovative service expertise enables restaurants to offer distinctive and unforgettable experiences to their clients.
... The supported hypothesis H1, which establishes a significant relationship between Price Value (PVL) and Continuance to Use (CTU), aligns with previous research in the telecommunications sector. Study by Haq(2018) and Varki and Colgate (2001) found that pricevalue perception positively affects customers' intention to continue using telecommunications services, corroborating our findings. This demonstrates the continued importance of competitive pricing as a factor driving customer loyalty and retention in the industry. ...
This research investigates customer behaviour in the Indonesian telecommunications sector using Structural Equation Modelling with Partial Least Squares (SEM-PLS) analysis. Surveying 101 respondents, the study explores the relationships between service quality, service attributes, pricing, satisfaction, and customer intentions to reuse telecom products. Key insights include the significant influence of competitive pricing (price value) on customer retention (continuance to use). Interestingly, customer satisfaction doesn't directly impact the continuance of use, suggesting other factors like network quality might be more pivotal. However, customer satisfaction enhances price value, emphasising its role in perceived service value. Additionally, service quality is a significant determinant of customer satisfaction, and service attributes play a crucial role in shaping perceived value and satisfaction levels. Overall, this research offers valuable insights and strategic recommendations for telecom companies in the Indonesian market, emphasising pricing, service quality, and network attributes as key drivers of customer behaviour.
... Structural equation modeling depicts the result that perceived value positively influences trust, H1 (β = 0.147, p = 0.000), and satisfaction, H2 (β = 0.250, p = 0.000). Hence, the identification of perceived values with M-wallets helps marketers understand shoppers' behavior regarding digital payment (Varki and Colgate 2001), whereas the relationship between compatibility and trust, H3 (β = 0.072, p = 0.095), was insignificant. In addition, compatibility H4 (β = 0.186, p = 0.000) influences shoppers' satisfaction in the m-payment adoption context. ...
In the current study, we sought to construct an integrated model to identify various elements and evaluate the impact of these identified factors on customers’ behavioral intention to use or not use specific M-wallets for payment. To this end, we proposed and validated a conceptual model. In all, 600 questionnaires were distributed, and 482 responses were deemed usable. Structural equation modeling was used to demonstrate the stability of the proposed model and to test the research hypotheses. Perceived value, trust, compatibility, and social influence were all found to have a substantial influence on behavioral intention; however, consumers are less likely to use an M-wallet on the basis of perceived enjoyment. We also found that trust, followed by compatibility, has a stronger influence on customers’ behavioral intentions in the context of M-payments. This study only included six M-wallets and was restricted to a certain age group in a single city. Understanding the many characteristics of behavioral intention can help M-wallet providers gain consumer trust and increase the frequency with which consumers use M-wallets for M-payments. The findings suggest that M-wallet service providers should consider and manage all influencing elements as proactive strategies for M-wallet intention. This strategy can be used to create an M-wallet-user behavioral intention model that will assist enterprises/companies in managing the establishment of their users’ behavioral intentions.
... According to Dabholkar et al. (1996), participants frequently cite price as a satisfaction element. When price impression was examined comparatively rather than absolutely, Varki and Colgate (2001) likewise found a strong link between price judgments and satisfaction. Additionally, market analysts are in favor of the idea that customer happiness should be based on value, and therefore price, although service quality is not typically thought of as being based on price. ...
Purpose
This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors.
Design/methodology/approach
The data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis.
Findings
Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor.
Practical implications
Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct.
Originality/value
This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.
... In addition to improving service quality, Islamic banks must manage customer price perceptions to enhance their perceived value. Price perception directly influences customer satisfaction and the likelihood of switching and recommending to others (Varki & Colgate, 2001). Higher service costs from Islamic banks may prompt customers to switch, as they develop higher price expectations in their banking decisions (Rama, 2017;2020). ...
The rapid growth of Bank Syariah Indonesia in recent years has strongly emphasized the importance of pricing and Islamic service quality in gaining a competitive advantage. This research aims to analyze the influence of price and Islamic service quality on customer satisfaction of Bank Syariah Indonesia in Kudus. The study employs the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach to examine the conceptual framework. Data were collected from 140 Indonesian Islamic banking customers in Kudus using questionnaires. The analysis findings confirm that both price and Islamic service quality positively and significantly impact customer satisfaction in Bank Syariah Indonesia. Competitively priced products and services, aligned with Islamic principles, play a pivotal role in creating customer satisfaction.
... Anderson (1996) found the importance of price tolerance in addition to satisfaction when predicting customer switching. Varki and Colgate (2001) suggest that price plays an essential role as an attribute of performance and may impact customer satisfaction and behavioral intentions. The customer who gets price competitively competitive from an alternative brand triggers the brand switching, particularly from a private brand (Govender, 2017). ...
Purpose
Switching behavior is predominantly seen in the consumer buying behavior of the mobile industry. This research aims to identify the factors influencing consumers to switch from their present mobile service provider. The consumer of the mobile industry operates in a dynamic and ever-changing environment that is difficult to predict, so this paper aims to focus on these issues.
Design/methodology/approach
The selection of factors was made with the help of qualitative study and quantitative research methods for further findings; with the help of a structured questionnaire, a total of 514 valuable responses were collected to get the results. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to analyze the data.
Findings
The finding shows that technology and edge-on-competition (TEC) and pricing have a negative influence on customer switching behavior. The switching cost (SC) is the most significant factor and has a positive impact, while service encounter failure (SEF) also positively impacts switching behavior.
Research limitations/implications
The findings provide important implications for consumers switching brands if they are finding alternative offers that are cost-effective and SEF from service providers
Practical implications
The study of one of the largest mobile markets is learning lessons for other markets around the world. This study will be helpful for mobile service provider companies in their branding and marketing strategies. This study will also be helpful to practitioners, educators and researchers in understanding the consumer behavior of mobile users.
Social implications
The learning of the largest mobile market will be a great learning lesson for other mobile markets around the world. Consumer behavior will help marketers follow ethical practices and make their strategy so a consumer does not switch brands and remain satisfied with the existing brand.
Originality/value
The study provides unique learning for practitioners, educators and researchers to understand the consumer behavior of mobile users. This will help marketers create factors that stop consumers from switching brands and develop strategies to retain customers.
... Transaction quality-related attributes may therefore represent most of the positive benefit drivers of consumer service value (Hu, Kandampully and Juwaheer 2009). Moreover, service value has been shown to have a direct effect on both consumer satisfaction with the service experience (Cronin, Brady and Hult 2000;Hu, Kandampully and Juwaheer 2009;Lin, Sher and Shih 2005;Varki and Colgate 2001) and behavioural intentions (Cronin, Brady and Hult 2000;Hu, Kandampully and Juwaheer 2009). Service quality at the firm level has been linked to consumers' behavioural intentions. ...
... Given that price and quality are two aspects of value perceptions, there has been remarkably little research on the influence of price perceptions on behavioural intentions. Varki and Colgate found that there is a positive impact of price perception on customer satisfaction and behavioural intent (Varki & Colgate, 2001). ...
The main purpose of this review paper is to clarify the relationship between care cost, service quality, patient satisfaction, patient loyalty, and medication adherence. In addition, we tried to explore the impact of financial crisis on healthcare services.
... Price and customer satisfaction are found to be significantly correlated by Varki and Colgate (2001). Host and Knie-Andersen (2004) note that there aren't many studies that take the price effect into account when analyzing the service quality model; as a result, they included the price dimension in their research. ...
ARTICLE INFO ABSTRACT Purpose: The prime intention of this study is to explore client satisfaction with branchless agent banking services during the COVID-19 Pandemic. The roles of service quality, security, transaction cost, trust, and convenience have been explored to assess the client satisfaction of agent banking in Bangladesh. Theoretical framework: The research model used in this study is based on the theory of Oliver (1980). In the model, dependent variable (client satisfaction) is measured through the service quality, security, transaction cost, trust, and convenience. Oliver (1980) claims that the customer satisfaction model explains why feelings of satisfaction occur when customers assess how well actual products or services perform in comparison to their expectations. Design/Methodology/Approach: The self-administered questionnaire was deployed for primary data collection purposes. A partial least square-structural equation model (PLS-SEM) analysis was performed on the 286 useable questionnaires that were returned from a total of 300 questionnaires in order to validate the model and assess the validity of the hypothesis. Findings: The study's conclusions showed that factors including service quality, security, trust, and convenience have a big impact on how satisfied customers are. Transaction costs don't, however, significantly affect how satisfied customers are. Research, Practical & Social implications: This study's findings will close the existing empirical gap by educating academics about the relationship between consumer happiness, service quality, security, transaction cost, trust, and convenience in the agent banking sector. Furthermore, it aids in their comprehension of theoretical and practical issues. Certainly, this research will serve as the basis for future research in Bangladesh in this field. The results of this investigation will have a wide range of significant ramifications for the sector. Originality/Value: Agent banking is not a novel concept in Bangladesh, but to the best of our knowledge, there is no literature available that uses PLS-SEM to assess rural consumers' satisfaction. This essay is a wise attempt to close that gap. The research offers some useful practical implications for agent banks to identify appropriate ways to satisfy their consumers, despite some constraints. RESUMO Objetivo: a principal intenção deste estudo é explorar a satisfação do cliente com serviços bancários de agentes sem filiais durante a pandemia da Covid-19. As funções de qualidade de serviço, segurança, custo de transação, confiança e conveniência foram exploradas para avaliar a satisfação do cliente de agentes bancários em Bangladesh. Estrutura teórica: O modelo de pesquisa utilizado neste estudo é baseado na teoria de Oliver (1980). No modelo, a variável dependente (satisfação do cliente) é medida por meio da qualidade do serviço, segurança, custo de transação, confiança e conveniência. Oliver (1980) afirma que o modelo de satisfação do cliente explica por que as sensações de satisfação ocorrem quando os clientes avaliam o desempenho real de produtos ou serviços em comparação com suas expectativas. Projeto/Metodologia/Abordagem: o questionário autoadministrado foi implantado para fins de coleta de dados primários. Uma análise parcial do modelo de equação menos quadrado-estrutural (PLS-SEM) foi realizada nos 286 questionários utilizáveis que foram retornados de um total de 300 questionários, a fim de validar o modelo e avaliar a validade da hipótese. Conclusões: as conclusões do estudo mostraram que fatores como qualidade de serviço, segurança, confiança e conveniência têm um grande impacto no nível de satisfação dos clientes. No entanto, os custos de transação não afetam significativamente o nível de satisfação dos clientes. Investigação, Implicações práticas e Sociais: As conclusões deste estudo irão colmatar a lacuna empírica existente, educando os acadêmicos sobre a relação entre a felicidade do consumidor, a qualidade do serviço, a segurança, o custo da transação, a confiança e a conveniência no setor bancário de agentes. Além disso, auxilia na compreensão de questões teóricas e práticas. Certamente, esta pesquisa servirá de base para futuras pesquisas em Bangladesh neste campo. Os resultados desta investigação terão uma vasta gama de ramificações significativas para o setor. Originalidade/Valor: Agent banking não é um conceito original em Bangladesh, mas, pelo que é do nosso conhecimento, não existe literatura disponível que utilize o PLS-SEM para avaliar a satisfação dos consumidores rurais. Este ensaio é uma tentativa sábia de fechar essa lacuna. Os estudos oferecem algumas implicações práticas úteis para que os bancos agentes identifiquem formas adequadas de satisfazer os seus consumidores, apesar de algumas restrições. Palavras-chave: Satisfação do Cliente, Qualidade de Serviço, Segurança, Custo de Transação, Confiança, Conveniência. FACTORES QUE INFLUYEN EN LA SATISFACCIÓN DE LOS CLIENTES DE LA BANCA AGENTE: UNA EXPLORACIÓN EMPÍRICA RESUMEN Propósito: La intención principal de este estudio es explorar la satisfacción del cliente con los servicios bancarios de agentes sin sucursales durante la pandemia de COVID-19. Se han explorado las funciones de la calidad del servicio, la seguridad, el costo de las transacciones, la confianza y la conveniencia para evaluar la satisfacción del cliente con la banca de agentes en Bangladesh. Marco teórico: El modelo de investigación utilizado en este estudio se basa en la teoría de Oliver (1980). En el modelo, la variable dependiente (satisfacción del cliente) se mide a través de la calidad del servicio, la seguridad, el costo de la transacción, la confianza y la conveniencia. Oliver (1980) afirma que el modelo de satisfacción del cliente explica por qué los sentimientos de satisfacción ocurren cuando los clientes evalúan cómo funcionan los productos o servicios reales en comparación con sus expectativas. Diseño/Metodología/Enfoque: El cuestionario autoadministrado se aplicó con fines de recopilación de datos primarios. Se realizó un análisis del modelo de ecuaciones estructurales de mínimos cuadrados parciales (PLS-SEM) de los 286 cuestionarios utilizables que fueron devueltos de un total de 300 cuestionarios con el fin de validar el modelo y evaluar la validez de la hipótesis. Hallazgos: Las conclusiones del estudio mostraron que factores como la calidad del servicio, la seguridad, la confianza y la conveniencia tienen un gran impacto en la satisfacción de los clientes. Sin embargo, los costes de transacción no afectan significativamente a la satisfacción de los clientes. Investigación, Implicaciones prácticas y Sociales: Los hallazgos de este estudio cerrarán la brecha empírica existente al educar a los académicos sobre la relación entre la felicidad del consumidor, la calidad del servicio, la seguridad, el costo de las transacciones, la confianza y la conveniencia en el sector bancario agente. Además, ayuda a la comprensión de cuestiones teóricas y prácticas. Ciertamente, esta investigación servirá como base para futuras investigaciones en Bangladesh en este campo. Los resultados de esta investigación tendrán una amplia gama de ramificaciones significativas para el sector. Originalidad/Valor: El agente bancario no es un concepto novedoso en Bangladesh, pero hasta donde sabemos, no hay literatura disponible que use PLS-SEM para evaluar la satisfacción de los consumidores rurales. Este ensayo es un sabio intento de cerrar esa brecha. La investigación ofrece algunas implicaciones prácticas útiles para que los bancos agentes identifiquen formas adecuadas de satisfacer a sus consumidores, a pesar de algunas limitaciones. Palabras clave: Satisfacción del Cliente, Calidad del Servicio, Seguridad, Costo de Transacción, Confianza, Conveniencia.
... Đây là một sự lựa chọn có tính mới và phù hợp trong bối cảnh áp dụng hệ thống nguyên tắc này ở toàn bộ các nhà thuốc tư nhân trên địa bàn TP.Hồ Chí Minh, hướng đến việc phát hiện ra những mối quan hệ, chiều hướng cũng như mức độ của mối quan hệ giữa chất lượng dịch vụ nhà thuốc GPP với sự hài lòng của khách hàng, từ đó góp phần giúp các nhà đầu tư xây dựng hiệu quả chiến lược kinh doanh của mình mà vẫn đảm bảo lợi ích sức khỏe của người tiêu dùng. Trong quá trình thực hiện đề tài, Đặng Thị Kiều Nga và cs (2014) đã xây dựng và kiểm định thang đo chất lượng dịch vụ nhà thuốc GPP, giá cả và sự hài lòng của khách hàng dựa trên cơ sở thang đo SERVQUAL của Parasuraman (1988), lý thuyết về giá cả cảm nhận được phát triển bởi Varki và Colgate (2001), Zeithamal (2000) và thang đo sự hài lòng của Brown (1994) (1,5,6) . Thang đo đã xây dựng bao gồm 29 biến: Nghiên cứu này tiếp tục xây dựng phương trình hồi quy và kiểm định các giả thuyết thống kê để đánh giá mối quan hệ giữa các thành phần chất lượng dịch vụ nghiên cứu và mức độ ảnh hưởng của các yếu tố này đến sự hài lòng của khách hàng. ...
Background-Objectives: Service quality has been proved to significantly affect customer satisfaction in GPP pharmacy. This research aimed at studying the relationship between service quality of GPP pharmacy and the customer satisfaction in Ho Chi Minh City.
... Decreased price sensitivity of the client, increased client spending, and word-of-mouth recommendations. As a result, maintaining clients, to cut expenses and increase revenue, has become crucial to the survival and success of service businesses in today's fiercely competitive market (Prawira, Susanto, & Prawira, 2023;Reichheld, Robert, & Hopton, 2000;Rungroueng, 2015Rungroueng, , 2016Rungroueng & Charoenbut, 2019;Rungroueng & Suveatwatanakul, 2015a;Varki & Colgate, 2001). Few studies, however, have looked at the supply side. ...
The aim of this study was to synthesize the major themes of research studies conducted in the context of cruise tourism in the period of 2015–2023 in an international research database (Web of Science – ISI SSCI) to provide an up-to-date review of the relevant literature and identify any associated academic gaps for future research using a Systematic Literature Review (SLR) synthesis process method. The study’s findings may be categorized into the following five major topics: 1) Customer Research, 2) Supply-Side Research, 3) Cruise Ship Research, 4) Overview Research, and 5) Employee Management Research. According to the results of the study, future research should look at the connection between cruise passengers’ behavioral intentions and their perceptions of the value of their trip, their perceptions regarding cruise ports and destinations, and their overall satisfaction. For scholars, cruise destination managers, and decision-makers in the field of cruise tourism development, the findings offer both theoretical and practical insights and recommendations.
... These findings agreed with Andaleeb and Conway (2016), who emphasized that behavioral intentions and customer happiness are two more traits influenced by perceived price fairness. Moreover, Varki and Colgate (2011) suggested that since price assumptions significantly impact client retention, managers may benefit from aggressively managing client price perception. ...
... H4b. The positive relationship between timeliness and customer satisfaction is attenuated by the moderation effect of CBEC Price policy is a pivotal instrument and has a significant impact on customers' purchasing behavior (Varki and Colgate, 2001) and an online retailer's relationship with their customers (Antwi, 2021). In quality literature, a fair price is preferred to a low price as it involves a complex judgment about the reasonableness, acceptability, or justice of an outcome and the process (Bolton et al., 2002). ...
The dimension of logistics service quality (LSQ) has been receiving much attention as a key factor for the success of many leading domestic e-commerce platforms (DEC). However, the recent increase in demand for cross-border e-commerce (CBEC) calls for a reexamination of the relationship between LSQ and consumer repurchase intention. This study assesses the significance of the moderating effects of CBEC on the LSQ-satisfaction loyalty -repurchase intention consequence chain. The findings revealed that CBEC has an enhancing moderating effect on the relationship between customer satisfaction and functional service quality (personnel quality) and, conversely, an attenuating moderating effect on the relationship between customer satisfaction and technical service quality (timeliness) and price quality (price fairness). Many DEC business platforms that are considering expanding into foreign markets can use these findings to create effective CBEC logistics service strategies.
... Contrary to previous findings, the findings of the study revealed that price does not have any relationship with customer satisfaction. It is supported by Varki and Colgate (2001), Iglesias and Guillen (2004), utilizing data from restaurant customers, stated that price to be of lesser significance in contributing to customer satisfaction. Additionally, the customer will not be depending on price whereas they are more emphasis on the service provided and the quality of food serve at the restaurant. ...
Customer is known as an individual that purchased the goods or services that produced by an organization. Thus, attracting customers become a primary goal for the company because the customer is an important asset. In order to gain satisfaction from customers, the company really need to understand their needs and wants. Therefore, the objectives of the study are: (1) determine the relationship between service quality, food quality, price and physical environment and customer’s satisfaction and ii) examine the most significant factor that can affect customer’s satisfaction. For this study, 191 questionnaires were collected from 220 walk-in customers from a fast food restaurant. The findings revealed that service quality, food quality, price and physical environment have positive significant relationship that lead to customer’s satisfaction on the service provided by the fast food restaurant. The result indicates that the most significant factor that effect on customer satisfaction at the fast food restaurant is physical environment. Hence, customers are satisfied with the physical environment such as space, design, floor cleanliness, lighting, smell, noise, and air quality. Other than that, the restaurant’s atmosphere also influences customer satisfaction, such as music, setting, and decoration, which create a positive image of the restaurant in the minds of customers. The restaurant should maintain their physical environment, to provide distinctive customer experience in order to ensure them revisit the restaurant frequently. The implications of these findings suggest that the restaurant should focus more on its resources and also improving on service quality, food quality and price of the products which can lead to increasing the level of customer satisfaction.
... For example, Blut (2016) reported that price offerings enhanced consumers' online purchase intentions. In addition, Varki and Colgate (2001) evidenced nearly two decades back that favorable price perceptions are positively related to customer satisfaction and behavioral intentions. ...
This research investigates the relationship between customers' trust in e-retailers and online buying behavior. First, a multi-layered conceptual model is developed using the e-service quality dimensions to understand consumers' online behavior in the context of a developing country, India. Data were collected from 588 respondents from four metropolitan cities in southern India during the ‘new normal’ post-pandemic period. After checking the psychometric properties of the survey instrument, using the LISREL package of structural equation modeling, the hypothesized relationships were tested using Hayes's PROCESS macros. The results indicate that the credibility and responsiveness of e-retailers are significant predictors of trust. The findings also support the positive association of trust with online buying behavior and customer satisfaction. Most importantly, price discounts and offers (PDO) (first moderator) and assurance (second moderator) interact with trust to positively influence online buying behavior. The study also empirically found that the personalization (first moderator) and accessibility (second moderator) of e-retailers interact with online buying behavior to enhance customer satisfaction. The three-way interaction effects offer novelty to the conceptual model, and findings significantly contribute to the literature on online buying behavior. As against the earlier studies that focused on all the service quality dimensions together influencing customer satisfaction, this study offers new insights into unfolding the dimensions to see their effects on trust and customer satisfaction. The results also have several recommendations for e-retailers interested in retaining and attracting customers to buy products and services online.
... For Keaveney (1995), service switching may be due to critical incidents, such as attraction by competitors, pricing problems, core service failures, service encounter failures, lack of convenience and ethical problems. Varki and Colgate (2001) show that customer value impacts customer satisfaction and there is an inter-linkage between perceived service value, customer satisfaction evaluation and intention to switch to other service providers. In the case of Islamic banking services, Hashim and Latifah (2010) study the relationship between customer perceived value, relationship quality and switching intention among Islamic banking customers. ...
This study aims to determine the perceptions and expectations of stakeholders regarding the Sharia, social, and financial practises of Islamic banks (IBs) and those of non-customers who do not contact with IBs. Using survey questions from samples drawn from 15 different countries, it also intends to build a pyramid of Islamic banks' accountability based on the opinions of the two groups (600 stakeholders and 600 non-customers). The responsibility pyramid for IBs demonstrates that social and financial accountability for the two groups come after Sharia in importance. It also demonstrates that the primary criteria used by stakeholders to choose IBs were financial, social, and then Sharia considerations. Stakeholders who work with IBs are pleased with these banks' business practises. Both of the two clusters think that IBs may be guided by social, financial, and Sharia goals. As far as we know-this is one of the original empirical studies that evaluate the IBs' procedures for stakeholders and non-customers from various contexts. The findings have significant theoretical and practical implications for the community of IBs; investors and regulators.
... For Keaveney (1995), service switching may be due to critical incidents, such as attraction by competitors, pricing problems, core service failures, service encounter failures, lack of convenience and ethical problems. Varki and Colgate (2001) show that customer value impacts customer satisfaction and there is an inter-linkage between perceived service value, customer satisfaction evaluation and intention to switch to other service providers. In the case of Islamic banking services, Hashim and Latifah (2010) study the relationship between customer perceived value, relationship quality and switching intention among Islamic banking customers. ...
... However, whether this viewpoint is suitable in all situations is debatable. In fact, according to Varki (Varki and Colgate, 2001), pricing influences consumers' perceptions of value, which in turn influences satisfaction. Furthermore, empirical research have shown the impact of pricing in determining consumer satisfaction (Lapierre et al., 1999;Voss et al., 1998). ...
This study investigates the impact of antecedents of satisfaction namely service quality, pricing and relationship on the development of loyalty in logistics partnership behaviour existing between the logistics service providers and users in a business-to-business relationship environment in developing economies with specific reference to India. In order to identify gaps in knowledge and give future research direction in the logistics outsourcing field, this article also makes an attempt to contribute systematic understanding into the connection and correlations among the variables used in the study to the body of existing literature. The author runs several research hypotheses tests by using a data set of 414 responses collected from decision makers, managers and executives working across different industries from India. The author uses structural equation modelling to estimate the reliability, validity and hypothesis test of the measurement as well as structural model of the constructs. The findings of the study disclose that service quality has highest direct effect on relationship satisfaction with the customers and which in turn has the higher direct effect on customer loyalty formation. This research suggests how the impact of relationship and customer satisfaction can be improved by adopting better service quality. Though price seems to be the key qualifying factor in developing economy like India, this study demonstrated that high service quality mediated through a better customer satisfaction and customer relationship management results in long term loyalty and retention of customers
... When customers are happy with their online buying experience, it positively affects their desire to make a repurchase, according to the connection between online customer satisfaction and online repurchase intention (Suhaily & Soelasih, 2017). Furthermore, online customer satisfaction significantly impacts increased online repurchase intention (Varki & Colgate, 2001). ...
E-commerce has altered how people purchase because of the growth of the internet. Nowadays, customers prefer shopping online rather than visiting physical stores. The goal of this study is to research the factors influencing online consumers’ satisfaction and repurchase intention in Vietnam. This study uses two underlying theories: technology acceptance model and expectation-confirmation model. After carefully discussing background theories and reviewing the marketing literature, the paper suggests a research model relevant to Vietnam’s circumstances. In addition, 312 online shoppers in Vietnam were surveyed using a Google Form and a non-probability approach. According to the findings, determinant factors (perceived ease to use, perceived usefulness, website design quality, and price perception) positively correlate to online shoppers’ satisfaction and repurchase intention. The results also disclosed that perceived usefulness was the factor that had the most influential impact on online shoppers’ satisfaction and repurchase intention. Finally, the study provided recommendations for managers, limitations, and suggestions for further research. AcknowledgmentThe author acknowledges Industrial University of Ho Chi Minh City that supported this study.
... Literatüre bakıldığı zaman davranışsal niyet farklı boyutlarda yer almaktadır (Çetintaş, 2014, s. 71). İlgili çalışmalara bakıldığında genel olarak, markaya sadakat sağlandığı zaman sadakate bağlı tekrardan satın alma eylemi ve diğer kişilere önerme arzusu öne çıkmaktadır (Varki ve Colgate, 2009). Tüketicide sadakat duygusunun gelişmesi ile ürünü tekrardan satın almak istemesi, ürün için daha fazla ücret ödemeye razı olması ile satın alma işleminin tekrarlanmaması yönündeki farklı davranışları markaların ücret yapılarıyla doğrudan ilişkilidir (Bendall-Lyon ve Powers, 2004). ...
Sosyal medya platformları ile birlikte tercih edilme oranı hızla artan fenomen pazarlama kavramıyla firmalar, tüketicileri etkileyecek fenomen kişilere odaklanarak hedef kitlesine erişebilmek için iş birliği yapmaktadır. Hazırlanan çalışmada fenomenlerin çekicilik, uzmanlık ve güvenilirlik özelliklerinin davranışsal niyet boyutlarından tekrar satın alma, ağızdan ağıza iletişim ve daha fazla ödeme niyeti üzerindeki etkisinin incelenmesi amaçlanmıştır. Araştırmanın evreni sosyal medya platformu kullanan kişiler olarak belirlenmiş ve kolayda örnekleme yöntemi kullanılmıştır. 356 kişilik örneklem üzerinden veri analizi yapılmıştır. Araştırma hipotezleri yapısal eşitlik modeli ile değerlendirilmiştir. Veri analizinde SPSS 22 ile LİSREL 8.7 programları kullanılmıştır. Hipotez test sonuçlarında çekiciliğin tekrar satın alma, ağızdan ağıza iletişim ve daha fazla ödeme niyeti üzerinde pozitif yönde etkili olduğu, güvenilirliğin sadece ağızdan ağıza iletişim üzerinde etkiye sahip olduğu belirlenmiştir. Uzmanlığın ise davranışsal niyetler üzerindeki etkisi istatistiksel olarak anlamlı bulunmamıştır.
... Customer satisfaction is customers' response to perceived value (Flint et al., 1997), and customers who perceive a high value feel more satisfied (Patterson & Spreng, 1997;Varki & Colgate, 2001). Customer experience value refers to the benefits the audience feels it receives from watching a performing arts event. ...
This study aims to describe the structural relationship between audience attitude and behavioral intention based on an audience’s experience value of a performance on a metaverse platform and their intention to accept this platform. A questionnaire was administered to the study sample audience who watched the performance on a metaverse platform at least once; we included 323 valid questionnaires in our final analysis. For the analysis, a structural equation model was performed to identify the above-mentioned relationship. Overall, the study findings demonstrate that aesthetic, which is the value of performing performances on a metaverse platform, had a major influence on performance viewing, and escapism significantly affected the use of a metaverse platform. Conversely, the educational experience of the audience did not appear significantly in the performance using the metaverse platform. Therefore, this study will be helpful in understanding how to utilize space and experience marketing functions in relation to metaverse performance and how to communicate in the future.
... The central role of price is to influence consumer buying behaviour, switching behaviour and satisfaction (e.g. Jakaria & Gilbert, 2002;Keaveney, 1995;Matzler, Renzl, & Faullant, 2007;Varki & Colgate, 2001). Rondan (2004) suggests that price is an important factor in the purchase decision, especially for frequently purchased products. ...
This study sought to categorise students based on the preferences that influenced their choice of distance education program in Ghana. Questionnaires were used to collect data from 120 students taking part in the University of Education, Winneba (UEW) distance education (DE) programme at the Kumasi Girls Senior High School [SHS] Study Center. Respondents were segmented into three clusters (highly, moderately, and least satisfied) based on four preferences (price, quality, packaging, and social boding) that influenced their satisfaction with the distance education programme. Results from both hierarchical and non-hierarchical cluster analysis with squared Euclidean distance and Ward’s method showed that the highly satisfied cluster was driven by the quality of service and the competitive fees structure of the UEW distance education programme. Further analysis of the differences between the clusters indicated that satisfaction with the UEW distance programme significantly differs across the three segments.
... Price, which refers to a monetary loss, is a key factor of value (Varki & Colgate, 2001). For consumers, price indicates the sacrifice required to purchase a product. ...
As e-commerce continues to develop rapidly, customer purchase behavior is increasingly motivated by multiple stimuli. However, consumers often find that the perceived value is lower than expectation after impulse buying and thus are reluctant to repeat these purchases. This study explored how to stimulate repeat buying after impulse buying. On the basis of the stimulus-organism-response framework and consumption impulse formation and enactment framework, a research model for investigating the factors affecting the willingness to impulse buy and the willingness to repeat buy was developed. Within the developed framework, the marketing stimuli, situational factors, and personality were the stimulus, consumer value was the organism, and the willingness to impulse buy and the willingness to repeat buy were the responses. We also examined the relationship between the willingness to impulse buy and the willingness to repeat buy. A sample of 315 Chinese consumers was recruited, and structural equation modeling was used to analyze the hypotheses. The results revealed that anticipated price, anticipated merchandise diversity, value consciousness, and coupon proneness were significantly positively related to consumer value, which in turn had a significant positive influence on the willingness to impulse buy and repeat buy. Moreover, the willingness to impulse buy can drive the willingness to repeat buy. These results may be used by companies to attract new consumers and increase customer loyalty.
... This study tends to validate or refute their user perception of telecommunication services attributes in Nigeria. Many studies have established a positive relationship with different influence levels between factors like transmission or network qualities, network coverage, data services, pricing/billing data and customer service on the customers' satisfaction mainly in the developed and the developing nations (Bolton and Drew, 1991;Lim et al., 2006;Varki and Colgate, 2001). ...
With mobile phones becoming smarter, almost all operating systems are downloading and using data. Cellular service providers are concerned with decline in revenue due to constant decline in voice call and text messages and consequently more options of moving to competitor. This leads to building of a model that describes the critical factor explaining the switching of subscriber, to understand the factors for customer churn and identify the relationships between these three constructs with respect to higher mobile data usage. In order to validate the proposed relationship, Confirmatory Factor Analysis using Structure Equation Modelling is used. Findings indicate that one of the important construct of selecting a service provider is customer's satisfactory experience with the service provider. Also, it has been found that the significance of data services is constantly increasing for the subscribers. These findings will be useful to both service providers and researchers to comprehend the service quality parameters considering mobile subscribers view point. This can help to re-look the existing benchmarks and increase customer satisfaction.
... Rahman, Morshidi, Hussein, and Rusdi (2019) reported that price has no significant relationship with customer satisfaction. Besides, it is reinforced by Iglesias and Guillen (2004), Sarah, BradleyVarki, and Colgate (2001), concluding that pricing has a lower influence on customer satisfaction. ...
Haidilao Hotpot is a China hotpot catering company and the largest chain of hotpot restaurants in China. This study examines how the 4Ps Marketing Mix (Product, Price, Place, and Promotion) influences customer satisfaction at Haidilao Hotpot in China. A survey questionnaire was used for data collection. A total of 150 customers of Haidilao Hotpot in China participated in the online survey via Wen Juan Xing. SPSS computer program was used to analyze further the data obtained from the respondents. Besides, some research papers were used to strengthen and support the current study. The findings showed that place and promotion were positively correlated to customer satisfaction. Promotion is the most significant variable influencing customer satisfaction in Haidilao Hotpot. However, product and price did not significantly affect customer satisfaction. The implications for policymakers and practitioners and the future direction of research were also discussed. This study provides Haidilao Hotpot with valuable insights and guidance to increase customer satisfaction in China.
... Price perception and customer satisfaction. Price perception plays a vital role in customers' purchase intentions (Varki and Colgate, 2001). Early scholars have provided strong empirical evidence that positive price perceptions significantly influence customer satisfaction (Bolton and Lemon, 1999;Voss et al., 1998;Fornell et al., 1996). ...
Purpose
This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.
Design/methodology/approach
A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.
Findings
The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.
Research limitations/implications
This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.
Originality/value
This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.
... Mặt khác, trong mối quan hệ giữa sự hài lòng khách hàng trực tuyến và ý định mua lại trực tuyến, khi người tiêu dùng hài lòng với hoạt động mua sắm trực tuyến, thì họ có ảnh hưởng tích cực đến ý định mua lại (Suhaily & Soelasih, 2017). Hơn nữa, sự hài lòng khách hàng trực tuyến có tác động quan trọng làm tăng ý định mua lại trực tuyến (Varki & Colgate, 2001). Các nghiên cứu thực nghiệm trước đây cũng cho rằng sự hài lòng khách hàng trực tuyến ảnh hưởng tích cực đến ý định mua lại trực tuyến (Suhaily & Soelasih, 2017;Tandon et al., 2020). ...
Bài viết này nhằm nghiên cứu các yếu tố ảnh hưởng đến ý định mua lại trực tuyến của sinh viên tại thành phố Hồ Chí Minh. Nghiên cứu này sử dụng 2 lý thuyết nền đó là lý thuyết mô hình chấp nhận công nghệ và lý thuyết mô hình kỳ vọng-xác nhận. Dữ liệu phân tích được thu thập từ 315 sinh viên tại TP.HCM thông qua khảo sát trực tuyến bằng phương pháp chọn mẫu thuận tiện. Phân tích kiểm định mô hình thang đo và kiểm định mô hình cấu trúc được thực hiện thông qua phương pháp bình phương nhỏ nhất từng phần (PLS- Partial Least Squares). Kết quả nghiên cứu phát hiện có mối quan hệ tích cực giữa sự hài lòng khách hàng trực tuyến và ý định mua lại trực tuyến. Hơn nữa, các phát hiện từ kết quả nghiên cứu cũng cho thấy cảm nhận dễ sử dụng, cảm nhận hữu ích và chất lượng thiết kế trang web có ảnh hưởng tích cực đến sự hài lòng khách hàng trực tuyến và ý định mua lại trực tuyến, trong đó cảm nhận hữu ích có ảnh hưởng mạnh nhất đến sự hài lòng khách hàng trực tuyến và ý định mua lại trực tuyến.
... Perceived value is defined as the consumer's overall assessment of the utility which is based on perceptions of what is received and given (Zeithaml, 1988). Consumer-perceived value is the consumer's perceived performance-to-price ratio, and consumers' price perception has a strong influence on the customer's perceived value (Varki and Colgate, 2001). Perceived value is measured by assessing the range of consumer experiences (Sweeney and Soutar, 2001) and measuring the difference between actual costs and perceived benefits (Gallarza and Saura, 2006). ...
Hainan, is the only free trade port that also exudes quintessence of the culture of China. Tourism is one of Hainan's most lucrative industries. On the one hand, the regional economy is flourishing and on the other hand, the economy is facing unprecedented impacts from the COVID-19 pandemic. In response to the affected global market environment, this study investigates Hainan residents' acceptance intentions, or tolerance, of tourists. Here, based on the theory of reasoned action, which includes “subjective norm” combined with “trust,” “perceived risk,” and “perceived value.” Using “resident attitude” as a mediator, theoretical research frameworks were developed. A total of 447 valid responses were collected using online and paper-copy questionnaires distributed to Hainan residents from 15 July 2021 to 10 November 2021. The data from the questionnaires were used for three analyses namely, descriptive statistical analysis, measurement model verification, and structural equation modeling analysis. Findings show a positive effect of trust on residents' attitudes in Hainan; perceived value and subjective norm showed a positive effect on resident acceptance intentions for tourism; the perceived risk of residents showed a more negative effect on attitudes toward tourists, but the influence was small. Finally, through the results of the study, theoretical and practical implications in a post-pandemic era are discussed.
... Given that price and quality are two aspects of value perceptions, there has been remarkably little research on the influence of price perceptions on behavioural intentions. Varki and Colgate found that there is a positive impact of price perception on customer satisfaction and behavioural intent (Varki & Colgate, 2001). ...
The main purpose of this review paper is to clarify the relationship between care cost, service quality, patient satisfaction, patient loyalty, and medication adherence. In addition, we tried to explore the impact of financial crisis on healthcare services.
http://ssrn.com/abstract=4222700
... Fair pricing policy relates to the customers' psychological and financial understanding of the product or service they want. The perception of customers about fair pricing affects their satisfaction (Varki and Colgate 2001). Results of previous research in different industry sectors have confirmed that perceptions about the prices of products or services influence customer satisfaction (Fornell et al. 1996). ...
Banks and sustainable development have lately gone hand in hand. Of late, banks have focused on sustainable management
in order to improve their environmental footprint, to eliminate financial risks, to promote social issues, and to exploit new
opportunities. The sustainable development management of organizations attracts new customers over and above conventional
institutions thus leading to greater market share and increased revenues. This paper aims to examine if and how sustainable
development goals (SDGs) adopted by banking institutions play a role in customers’ decisions and behavior. The way that
banks, SDGs, and sustainable image affect customer behavior, attitudes, trust, loyalty, satisfaction, and perceived fair pricing
policy is assessed. To this end, 1084 questionnaires were collected and the PLS-SEM method was utilized. The findings
show a positive relationship between the stance of banks relating to SDGs and customer trust, loyalty, and perceived fair
pricing policy. Finally, the SDGs adopted by banks are an important strategic tool which strengthens relationship with their
customers.
This study sought to examine the relationship between work environment, service quality and customer retention in guesthouses. The study was cross sectional in that both quantitative and qualitative techniques were used. Factor analysis was carried out and five service quality dimensions were derived. Stratified sampling and later simple random sampling were employed so that good results could be got. The observation method was used to complement on the applied study tools. The results revealed that customers' perception of the service quality in Kampala Guesthouses fell short of their expectations hence most of them were dissatisfied. The reasons for the above were failure by guesthouses to empower their staff in terms of quality delivery; unfavorable working environment characterized by long hours of work, low pay, job insecurity unfair treat, employment of untrained staff and relatives and a lot of intimidation by managers yet these are the very people who handle customers and provide the service. The study recommended critical empowerment of staff in terms of quality delivery and improvement of the working environment if they are to deliver quality service to customers. Critical areas should be staff training, remuneration, respect, motivation, renovation and repair of buildings, benchmarking, career development and job security.
Bài viết khám phá các nhân tố ảnh hưởng đến sự hài lòng của khách hàng đối với dịch vụ chuyển tiền trực tuyến trên địa bàn thành phố Hà Nội thông qua vận dụng lý thuyết mô hình SERVPERF. Bài viết sử dụng phương pháp phân tích nhân tố khám phá (EFA), phân tích nhân tố khẳng định (CFA) và phân tích mô hình cấu trúc tuyến tích (SEM) bằng phần mềm SPSS 22 và AMOS 25. Kết quả nghiên cứu cho thấy sự hài lòng của khách hàng đối với dịch vụ chuyển tiền trực tuyến trên địa bàn thành phố Hà Nội chịu ảnh hưởng bởi hai nhân tố: Giá trị chi phí và Độ tin cậy. Từ kết quả nghiên cứu, nhóm tác giả rút ra một số kết luận và hướng nghiên cứu tiếp theo.
Mục đích của nghiên cứu nhằm khám phá tác động của các yếu tố đến sự hài lòng của khách hàng trong quá trình mua sắm tại tại siêu thị bán lẻ hàng tiêu dùng trong bối cảnh bùng nổ công nghệ 4.0. Dựa trên kết quả thu thập thông tin từ 480 khách hàng mua sắm tại một số siêu thị bán lẻ trên địa bàn thành phố Hà Nội, nghiên cứu đã sử dụng các phương pháp phân tích định lượng để phân tích dữ liệu. Kết quả nghiên cứu cho thấy có 9 yếu tố tác động đến sự hài lòng của khách hàng gồm: sự tin cậy, nhân viên phục vụ, sự hữu hình, chính sách siêu thị, giá cả cảm nhận, chất lượng hàng hóa, chương trình khuyến mãi, dịch vụ hỗ trợ và công nghệ AI. Trong đó, chất lượng hàng hóa có tác động tích cực nhất đến sự hài lòng của khách hàng và dịch vụ hỗ trợ là yếu tố có ảnh hưởng thấp nhất. Dựa vào kết quả nghiên cứu, một số hàm ý quản trị quan trọng đã được gợi mở để nâng cao sự hài lòng của khách hàng tại các siêu thị bán lẻ hàng tiêu dùng truyền thống trong thời gian tới.
This chapter discussed the concept of responsible pricing and how a responsible pricing strategy creates opportunities for businesses in Sub-Saharan Africa to remain profitable in every sales situation and ensure sustainability. Responsible pricing entails setting appropriate value-based prices for an organisation’s product or service offering in such a way that it is affordable to customers and promotes sustainability for the organisation. By setting the prices in a socially responsible manner, a business enterprise would be able to achieve its core objective of sustainability and customer satisfaction. Responsible pricing is mostly achieved by setting prices based on the perceived value of the product/service from a stakeholders’ point of view, particularly the consumers. By dynamically modifying pricing in line with customers’ perceived value, a business may take efforts to decrease the effect of price sensitivity of consumers, which can positively affect the purchase behaviour of consumers. Businesses that utilise responsible pricing won’t set prices lower than necessary because it gives them information on the customers’ willingness to pay. On the other hand, the setting of prices that result in excessive profits or exploit a customer’s needs is considered to be unethical behaviour and against responsible pricing practices.
Purpose
This scholarly investigation explores the Malaysian golfers' experience in Malaysia, Thailand and Indonesia golf courses. The study sheds light on the unique attributes of golf tourism in each country, including the courses, facilities, services and overall golfing experiences offered to golf tourists.
Design/methodology/approach
Qualitative data were procured through in-depth semi-structured interviews with a cohort of 13 Malaysian golfers.
Findings
The findings indicate that golfers' experiences are affected by the quality of service, facilities, price and course condition, ultimately contributing to their satisfaction level. The evidence suggests that Malaysian golfers are comparatively more satisfied with golf courses in Thailand and Indonesia than in Malaysia.
Originality/value
The study underscores the importance of golf course attributes in retaining existing golfers and enticing new ones. Besides, as comparative research on golf course attributes and destination preferences is scant, this study has far-reaching implications, empowering Malaysian golf course managers to augment the appeal and quality of their golf course destination to optimise the behavioural intentions of golf tourists.
Objetivo: O objetivo desta pesquisa é analisar como o conhecimento da marca e a faixa de preço moderam as relações entre as dimensões cognitivas (percepção de valor e nível de preço) e afetivas (emoção e valor simbólico) da visualização de preço de um varejista e seu impacto na intenção de compra.Desenho/metodologia/abordagem: O estudo é baseado em uma pesquisa com 856 universitários brasileiros em uma grande cidade brasileira. A estrutura teórica básica inclui cinco parâmetros latentes e dois moderadores e suas relações são analisadas usando modelos de equações estruturais com análises multigrupo e de mediação moderada usando PROCESS.Originalidade: Os resultados são importantes para o fortalecimento da pesquisa acadêmica na visualização de preço de marcas e apresentam de forma integrada a relação entre faixa de preço e valor percebido mediada pelo valor simbólico e emoções positivas e moderado pelo conhecimento da marca.Resultados: Os resultados mostram que, para marcas conhecidas, o valor simbólico, o valor percebido e a intenção de compra são mais fortes em níveis de preço alto versus baixo, enquanto esses efeitos não existem para marcas desconhecidas. Além disso, um posicionamento de baixo preço reduz o valor simbólico e o valor percebido para marcas conhecidas, enquanto não tem efeito sobre o valor simbólico e aumenta diretamente o valor percebido de marcas desconhecidas.Implicações práticas: Os resultados podem ajudar gestores de preços a direcionar melhor suas estratégias de precificação com base em como o conhecimento da marca e a faixa de preço impactam a percepção e as relações entre valor simbólico, valor percebido, emoções e intenção de compra do consumidor.
CRM represents Customer Relationship Management. It is a system used to study clients' necessities and practices to create more grounded associations with them. All things considered, great client connections are at the core of business achievement. The more valuable approach to consider CRM is as a cycle that will help unite bunches of snippets of data about clients, deals, promoting adequacy, responsiveness and market patterns. The fundamental goals of this investigation are To contemplate the fulfillment level of leave clients of ICICI bank administrations, To discover the elements which impact to purchase the ICICI banks administrations, To indentify and the investigation of the issues looked by the clients of ICICI bank administrations and To evaluate of the job of client relationship the board in the buy choice of ICICI bank administrations. This examination is restricted to the assortment, investigation and translation of the clients' requirements and assessment on the different administrations of ICICI Bank and the presentation of the association. This investigation is led among the clients of uttar Pradesh.
This study investigates service quality and customer satisfaction of selected online retail stores in Enugu Urban, Nigeria. The study adopted a descriptive research design using a purposive random sampling technique to select 400 sample size from the population by adopting Slovin's formula for the sample size determination. A research questionnaire was used in gathering data from the respondents. Theory of Reasoned Action was the theory adopted in this study. Findings of this study revealed that website quality significantly contributes to the customer satisfaction (Beta= .494, t= 13.133 at p<0.05) and service delivery significantly contributes to in customer satisfaction (Beta= 0.527, t= 9.046 at p<0.05). It was concluded that there was significant effect of service quality through website quality and service delivery on customer satisfaction. The study recommended that there is a need to create a specialized focus on customer services as a brand definition in order to improve service delivery so as to enhance the brand perception by consumers and gain market share.
Objective: Culinary as well as dining experience and tourist gratification are debatably the two basic subject areas that organizational researchers and tourism industry looks into in order to appreciate tourist decision towards revisit intention. This study focused on tourists’ gratification with their street food culinary as well as dining experience in Malaysia. Using a relationship process, this study also explores satisfied tourists’ willingness and for each of the two key attributes of experiences: culinary experience and dining experience. Understanding this important relationship is vital for foodservice operators in reaching the desired level of tourist gratification. Methodology: Regression analysis indicated that culinary experience is more important than dining experience which significantly determined tourists’ overall gratification. Findings: Overall, the finding of the hypotheses in this research showed that culinary experience does have the highest standardized beta coefficient value (β=.292, p<.05) and had been determined as the most positive effect to tourists’ gratification as compared to dining experience (β=.158, p<.05). Meanwhile, dining experience has the most positive effect to revisit intention with highest standardized beta coefficient value (ß=.628, p<.05) and culinary experience have a slightly lower standardized beta coefficient value (ß=.181, p<.05) Based on the results, all hypotheses were accepted and supported by the findings. Implications: This research therefore adds a new dimension to tourist gratification and revisit intention, especially in the area of tourism industry.
Amaç – Küreselleşmeyle birlikte turizm sektöründe hızla artan büyüme ve rekabet ortamı içerisinde,
turizm işletmeleri açısından hizmet kalitesi, imaj ve davranışsal niyet kavramları önemli hale
gelmiştir. Bu çalışmanın amacı konaklama işletmelerinde iç müşterilerin algıladığı hizmet
kalitesinin davranışsal niyetlerine etkisinde, otel imajının aracılık rolünü tespit etmektir.
Yöntem – Araştırmanın evrenini İstanbul ilinde faaliyet gösteren 4 ve 5 yıldızlı 111 otel işletmesi
oluşturmaktadır. Tesadüfi örnekleme göre yapılan anketler toplamında 270 anket
değerlendirilmeye alınmıştır. Araştırmada Parasuraman, Zeithaml ve Berry (1988) tarafından
oluşturulan algılanan hizmet kalitesi ölçeği (SERVQUAL), Kayaman ve Araslı (2007) tarafından
uyarlandığı şekliyle kullanılmıştır. Ayrıca Clemes, Wu, Hu ve Gan’in (2009) çalışmasındaki
davranışsal niyetler ölçeği ve Lee’nin (2003) çalışmasındaki algılanan otel imajı ölçeğinden
yararlanılmıştır.
Araştırmaya dahil edilen katılımcıların, hizmet kalitesi, davranışsal niyetler ve otel imajı algısı ile
bireysel özellikler ve çalışılan pozisyon arasında anlamlı bir farklılık olup olmadığını belirlemek için
“ANOVA”, “t-testi”, farklılığın hangi gruplar arasında gerçekleştiğini görmek için “Tukey testi”,
hizmet kalitesinin davranışsal niyetler üzerindeki etkisinde otel imajının aracılık rolünü ortaya
koymak için hiyerarşik regresyon analizi yapılmıştır.
Bulgular – Elde edilen sonuçlar çerçevesinde hizmet kalitesinin davranışsal niyetler üzerinde
istatistiksel açıdan anlamlı bir etkisinin bulunduğu, hizmet kalitesi algısı ile otel imajı arasında ise
anlamlı bir etkileşimin varlığı tespit edilmiştir. Bunun yanında otel imajı aracı değişkeni ile
davranışsal niyetler bağımlı değişkeni arasındaki etki anlamlı olarak saptanmıştır. Ayrıca elde
edilen bulgular sonucunda araştırmanın amacı olan hizmet kalitesinin davranışsal niyetlere
etkisinde otel imajının aracılık rolü ortaya konulmuştur.
Tartışma – Konaklama işletmeleri işletmeye rekabet üstünlüğü sağlayacağı düşünülen, çalışanların
hizmet kalitesi algısı, davranışsal niyetler algısı ve otel imajı algısı önemsenmelidir.
Purpose – Associated with the globalization,the concepts of service quality, image, behavioral
intentions have become important for the tourism enterprises in the environment of rapidly growing
and competitive in the tourism sector. Within this scope, the study aimed to determine the mediating
role of the perceived hotel image in the effect of the perceived service quality of the employees in
the accommodation establishments on their behavioral intentions.
Design/methodology/approach – The research population consists of a hundred and eleven 4 or 5
stars hotel establishments operating in Istanbul. A total of 270 questionnaires were evaluated in the
surveys conducted according to random sampling. In the study, the perceived service quality scale
(SERVQUAL) which was used by Parasuraman, Zeithaml, and Berry (1988) was used as adapted by
Kayaman and Araslı (2007). In addition, behavioral intentions scale in the study of Clemes, Wu –
Hu and Gan (2009) and the perceived hotel image scale in Lee’s (2003) study were used.
“ANOVA, t-test” was carried out to determine whether there is a significant difference between
the quality of service, behavioral intentions and hotel image perception of the participants included
in the research and individual characteristics and the position studied,’’Turkey Test’’ was carried
out to see between which groups the diffirence occured. Hierarchical regression analysis was conducted to reveal the mediating role of the hotel image in the effect of service quality on behavioral
intentions, which is the main purpose of the research.
Findings – Within the framework of the obtained results, it was determined that service quality has
a statistically significant effect on behavioral intentions, and there is a significant interections
between service quality perception and hotel image. In addition to this, the effect between the hotel
image tool parameter and the behavioral intentions dependent parameter was found to be
significant. Moreover, as a result of obtained findings, the mediating role of the hotel image in the
effect of service quality, which is the aim of the research, on behavioral intentions was revealed.
Discussion – Employees' perception of service quality, behavioral intentions and hotel image
perception, which are thought to provide a competitive advantage to the accommodation business,
should be taken into consideration.
Subject and purpose of work: Substantiation of the principles of formation of the pricing policy of hotel enterprises while considering the segmentation of the client base, existing patterns and pricing strategies according to revenue management system.
Materials and methods : the material of the article is based on the study of theoretical and practical aspects of the pricing strategy in the system of management of hotel enterprises. Scientific articles and practical recommendations of revenue managers were used, on the basis of which the principles of pricing hotel services were summarized, depending on the preferences and requirements of various consumer segments.
Results: It has been established that when using certain strategies, it is necessary to systematize how and when hotel services are booked by representatives of the main market segments, as well as to correctly assess the elasticity of their demand.
Conclusions: Revenue management from the sale of hotel services involves the use of flexible prices for the same type of revenue, the value of prices are determined depending on the period of sale of this product until the product becomes unusable. This premise implies the need to develop an appropriate tariff policy and define certain volumes of these services.
In the previous ten years huge change has been experienced by the retailing industry of India. By 2017-2018, the organised retail industry in India is to grow 40% yearly and would three or four times in size. The direction is bit-by-bit creeping by retailing towards turning into the next blast industry. The procedure of consumer satisfaction is an unpredictable wonder. Various components is incorporated by the buy of merchandise that could influence every choice. For retailers consumer satisfaction is more unpredictable and considerably more vital today than in past. The impacts of offers, advertising, and quality etc is examined by the key objective of this study on consumer satisfaction towards shopping mall in Ahmedabad, India. In shopping from shopping malls the specimen included 100 respondents who are active. To comprehend the variable the basic deals advancement elements on consumer satisfaction will be helped by the supervisors of shopping malls and help them to make their promoting techniques, additionally.
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.
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
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 relationship between attribute-level performance, overall satisfaction, and repurchase intentions is of critical importance to managers and generally has been conceptualized as linear and symmetric. The authors investigate the asymmetric and nonlinear nature of the relationship among these constructs. Predictions are developed and tested empirically using survey data from two different contexts: a service (health care, n = 4517) and a product (automobile, n = 9359 and n = 13,759). Results show that (1) negative performance on an attribute has a greater impact on overall satisfaction and repurchase intentions than positive performance has on that same attribute, and (2) overall satisfaction displays diminishing sensitivity to attribute-level performance. Surprisingly, results show that attribute performance has a direct impact on repurchase intentions in addition to its effect through satisfaction.
Reference prices, which are extensively used in retail advertisements, have received considerable research attention over the last 15 years. The authors examine how reference prices in advertisements affect consumers' price beliefs and behavioral intentions in different contexts. A model of reference price effects is proposed and tested. The model facilitates explanation of anomalous findings in previous research.
In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.
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.
A measure of consumers’ attitude toward private label brands is developed, and its psychometric properties are assessed. Predictions
are then tested regarding relationships between private label attitude and (1) latent perceptual and sales promotion constructs,
and (2) purchase behaviors measured in a field setting. The measure is positively related to value consciousness, deal proneness,
and smart-shopper self-perceptions, and negatively related to the propensity to be brand loyal and hold price-quality perceptions.
Predictive validity of the private label measure is supported by a positive relationship with private label purchases from
a grocery store shopping trip. Despite a positive relationship between the latent constructs of private label attitude and
deal proneness, the consumer segment that allocated a high percentage of total purchases to private label products made fewer
purchases on sale or with a coupon. These findings suggest that consumers may choose between price-related deals and private
label purchases.
No retail store choice model, no matter how many relevant variables it might include, can realistically expect to model all the variation in store choice. There are always some variables that are left out, because they are difficult to measure, they have not yet been conceptualized in theory, or their estimated parameter stability suffers when an excessive number of predictors are included. Because these omitted variables can be correlated with geographic location, model misspecification error may itself be correlated with location. Estimating the geographically localized misspecification errors therefore suggests itself as a method for estimating (and predicting) the effects of these omitted variables. The authors show that spatial nonstationarity of the model parameters may also be expressed as an instance of omitted variables and therefore be addressed using their method. They show, using both a simulation study and an empirical natural experiment, that estimating the geographically localized misspecification error can appreciably reduce prediction error, even when the predictor model is reasonably well specified.
In this article, the authors examine the roles that price, performance, and expectations play in determining satis- faction in a discrete service exchange. The authors maintain that the price fluctuations common to the many ser- vice industries that implement demand-oriented pricing, combined with the inherent heterogeneity of service performance, likely result in price-performance combinations that vary widely. Furthermore, the authors propose that the level of price-perform ance consistency in a service exchange moderates the relationship between performance expectations and subsequent performance and satisfaction judgments. When price and performance are consistent, expectations have an assimilation effect on performance and satisfaction judgments; when price and performance are inconsistent, expectations have no effect on performance and satisfaction judgments. To ex- amine these issues, the authors develop a contingency model that they estimate using data from a multimedia ex- perimental design. The results generally support the contingency framework and provide empirical support for normative guidelines that call for creating realistic performance expectations and offering money-back service guarantees.
Different purposes of measurement reflect corresponding differences in marketing problems underlying the need for measurement. Reliability assessment in marketing, which is based on classical reliability theory, continues to focus on scaling of individual respondents and ignores other purposes of measurement. Besides the shortcomings in reliability assessment, the academic literature does not make any recommendations for efficiencies in scale usage by marketing firms in applied settings. Generalizability theory has long been identified as an alternative psychometric approach that can be applied to design efficient measurement and can explicitly take into account differences in the purpose of measurement. The authors take a generalizability theory perspective to (1) reiterate the rationale for taking into account the purpose of measurement when assessing reliability, (2) propose a general method to optimize the design of marketing measurement in applied studies, and (3) conduct an empirical study on service quality measurement that illustrates the dual advantages of optimizing measurement and the generalizability approach to marketing measurement.
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.
The authors expand and integrate prior price-perceived value models within the context of price comparison advertising. More specifically, the conceptual model explicates the effects of advertised selling and reference prices on buyers' internal reference prices, perceptions of quality, acquisition value, transaction value, and purchase and search intentions. Two experimental studies test the conceptual model. The results across these two studies, both individually and combined, support the hypothesis that buyers' internal reference prices are influenced by both advertised selling and reference prices as well as the buyers' perception of the product's quality, The authors also find that the effect of advertised selling price on buyers' acquisition value was mediated by their perceptions of transaction value, In addition, the effects of perceived transaction value on buyers' behavioral intentions were mediated by their acquisition value perceptions. The authors suggest directions for further research and implications for managers.
Examines the relationship between four key post-purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business-to-business professional services. Attempts to disaggregate performance into its component multiple dimensions, and assess the individual impact of each on post-purchase evaluation processes. Shows that the effect of perceived value on repurchase intentions is completely mediated through satisfaction. Confirms six performance dimensions, each having a significant impact on both value and satisfaction and adds new insight to our understanding of the respective roles of perceived value, satisfaction and post-purchase intentions.
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.
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.
An emerging consensus in marketing is that consumers respond to price relative to some standard or reference price. Most researchers modeling brand choice have reasoned that this standard is based on past prices of the brand. The authors argue that consumers do use reference prices, but one that is also based on context- other prices in the store-rather than on past prices alone. An analysis of households' brand choices in two subcategories and over three cities support this premise. Within context, the lowest price seems to be an important cue for reference price, whereas within time, a brand's own past prices seem to be the most important cue. Households' use of a contextual reference price also varies predictably across some consumer characteristics. Though their model can be applied to other categories, the findings have important managerial implications: Managerial focus on temporal reference prices could lead to an everyday high price, whereas focus on contextual reference prices could lead to an everyday low price. Only the inclusion of both contextual and temporal reference prices justifies variable pricing.
Considerable theoretical justification for consumers' use of psychological reference points exists from the research literature. From a managerial perspective, one of the most important applications of this concept is reference price, an internal standard against which observed prices are compared. In this paper, we propose three empirical generalizations that are well-supported in the marketing literature. First, there is ample evidence that consumers use reference prices in making brand choices. Second, the empirical results on reference pricing also support the generalization that consumers rely on past prices as part of the reference price formation process. Third, consistent with other research on loss aversion, consumers have been found to be more sensitive to “losses,” i.e. observed prices higher than reference prices, than “gains.” We also propose topics for further research on reference prices.
A new model of consumer behavior is developed using a hybrid of cognitive psychology and microeconomics. The development of the model starts with the mental coding of combinations of gains and losses using the prospect theory value function. Then the evaluation of purchases is modeled using the new concept of “transaction utility.” The household budgeting process is also incorporated to complete the characterization of mental accounting. Several implications to marketing, particularly in the area of pricing, are developed.
Just as it was inappropriate to characterize this as the development of a new theory of the firm, it also is premature to
suggest that this commentary articulates a comprehensive customer value-based theory of the firm. The foundation for this
theory was laid decades ago, and the ideas presented in this commentary must be more thoroughly developed before it can appropriately
deemed a “theory of the firm.” However, as marketers, we should be committed to the proposition that the creation of customer
value must be the reason for the firm’s existence and certainly for its success. Thus developing this theory further and testing
the propositions that comprise it should be a high priority for marketing scholars.
textlessptextgreaterThe attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
textlessptextgreaterThe 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.
Different purposes of measurement reflect corresponding differences in marketing problems underlying the need for measurement. Reliability assessment in marketing, which is based on classical reliability theory, continues to focus on scaling of individual respondents and ignores other purposes of measurement. Besides the shortcomings in reliability assessment, the academic literature does not make any recommendations for efficiencies in scale usage by marketing firms in applied settings. Generalizability theory has long been identified as an alternative psychometric approach that can be applied to design efficient measurement and can explicitly take into account differences in the purpose of measurement. The authors take a generalizability theory perspective to (1) reiterate the rationale for taking into account the purpose of measurement when assessing reliability, (2) propose a general method to optimize the design of marketing measurement in applied studies, and (3) conduct an empirical study on service quality measurement that illustrates the dual advantages of optimizing measurement and the generalizability approach to marketing measurement.
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value- or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
An emerging consensus in marketing is that consumers respond to price relative to some standard or reference price. Most researchers modeling brand choice have reasoned that this standard is based on past prices of the brand. The authors argue that consumers do use reference prices, but one that is also based on context—other prices in the store—rather than on past prices alone. An analysis of households’ brand choices in two subcategories and over three cities supports this premise. Within context, the lowest price seems to be an important cue for reference price, whereas within time, a brand's own past prices seem to be the most important cue. Households’ use of a contextual reference price also varies predictably across some consumer characteristics. Though their model can be applied to other categories, the findings have important managerial implications: Managerial focus on temporal reference prices could lead to an everyday high price, whereas focus on contextual reference prices could lead to an everyday low price. Only the inclusion of both contextual and temporal reference prices justifies variable pricing.
Reference prices, which are extensively used in retail advertisements, have received considerable research attention over the last 15 years. The authors examine how reference prices in advertisements affect consumers’ price beliefs and behavioral intentions in different contexts. A model of reference price effects is proposed and tested. The model facilitates explanation of anomalous findings in previous research.
The authors expand and integrate prior price-perceived value models within the context of price comparison advertising. More specifically, the conceptual model explicates the effects of advertised selling and reference prices on buyers’ internal reference prices, perceptions of quality, acquisition value, transaction value, and purchase and search intentions. Two experimental studies test the conceptual model. The results across these two studies, both individually and combined, support the hypothesis that buyers’ internal reference prices are influenced by both advertised selling and reference prices as well as the buyers’ perception of the product's quality. The authors also find that the effect of advertised selling price on buyers’ acquisition value was mediated by their perceptions of transaction value. In addition, the effects of perceived transaction value on buyers’ behavioral intentions were mediated by their acquisition value perceptions. The authors suggest directions for further research and implications for managers.
In this article, the authors examine the roles that price, performance, and expectations play in determining satisfaction in a discrete service exchange. The authors maintain that the price fluctuations common to the many service industries that implement demand-oriented pricing, combined with the inherent heterogeneity of service performance, likely result in price–performance combinations that vary widely. Furthermore, the authors propose that the level of price–performance consistency in a service exchange moderates the relationship between performance expectations and subsequent performance and satisfaction judgments. When price and performance are consistent, expectations have an assimilation effect on performance and satisfaction judgments; when price and performance are inconsistent, expectations have no effect on performance and satisfaction judgments. To examine these issues, the authors develop a contingency model that they estimate using data from a multimedia experimental design. The results generally support the contingency framework and provide empirical support for normative guidelines that call for creating realistic performance expectations and offering money-back service guarantees.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
Many companies have been disappointed by a lack of results from their quality efforts. The financial benefits of quality, which had been assumed as a matter of faith in the ''religion of quality,'' are now being seriously questioned by cost-cutting executives, who cite the highly publicized financial failures of some companies prominent in the quality movement. In this increasingly results-oriented environment, managers must now justify their quality improvement efforts financially. The authors present the ''return on quality'' approach, which is based on the assumptions that (1) quality is an investment, (2) quality efforts must be financially accountable, (3) it is possible to spend too much on quality, and (4) not all quality expenditures are equally valid. The authors then provide a managerial framework that can be used to guide quality improvement efforts. This framework has several attractive features, including ensured managerial relevance and financial accountability.
Too often, quality programs fail to improve quality because they concentrate on internal processes which do not affect the customer. This is at least partially due to the alienation of marketing from the quality movement, a situation for which both sides are partially at fault. Ideally, marketing should serve as the eyes and ears of the organization, linking the external customer to managerial processes. One way to do this is to organize the collection of customer satisfaction measures around the managerial processes themselves. This forms a natural bridge from the customer to management and allows management to track the impact of quality improvements all the way from internal process measures to overall customer satisfaction and market share.
General measures of buyer equity perceptions and disconfirmation have been shown to influence satisfaction with and intention towards the salesperson. In this article, specific and thus controllable salesperson and customer equity-related behaviors are shown to be related to satisfaction and intention. In addition, while the general public image of salespeople is thought to be poor, the present study found that buyers rated their salesperson favorably. The results have important implications concerning the public's image of salespeople.
Driven by more demanding customers, global competition, and slow-growth economies and industries, many organizations search for new ways to achieve and retain a competitive advantage. Past attempts have largely looked internally within the organization for improvement, such as reflected by quality management, reengineering, downsizing, and restructuring. The next major source for competitive advantage likely will come from more outward orientation toward customers, as indicated by the many calls for organizations to compete on superior customer value delivery. Although the reasons for these calls are sound, what are the implications for managing organizations in the next decade and beyond? This article addresses this question. It presents frameworks for thinking about customer value, customer value learning, and the related skills that managers will need to create and implement superior customer value strategies.
Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers' reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.
Although there have been many research articles about how to measure service quality, how service quality perceptions are formed, what effect service quality has on behavior, and service quality’s financial impact, there has been little discussion to date of the potential impact of service quality on competitive marketing decisions. This paper considers directly the issue of how an analysis of the impact of comparative service quality can inform tactical marketing decisions in a competitive marketplace. We propose and empirically demonstrate a simple theoretical framework of how market share changes result from changes in service quality, by the focal firm and/or by a competitor. In addition we show how price changes trade-off against changes in service quality, and how comparative customer value is affected by changes in service quality and/or price. Our framework enables us to evaluate the projected market share shifts produced by proactive changes in service quality and/or price, and also enables us to evaluate the projected effectiveness of reactions to competitors’ changes in service quality and price. For example, our framework suggests that a quickly-implemented increase in service quality (rather than a matching price cut) may sometimes be an effective tactical response to a competitor’s price cut. We illustrate the implementation of our framework on actual longitudinal industry data. We show how the market share impact of changes in service quality and/or price can be projected, and how this information can be used to drive competitive marketing decisions.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value-or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
This article details the stages in developing a multiitem communication-evoked imagery processing scale. It builds on the foundation provided by Ellen and Bone (1991) by proposing three dimensions of imagery processing: vividness, quantity, and elaboration. Scale development procedures advocated by Churchill (1979) and techniques described by Gerbing and Anderson (1988) are applied. Qualitative and quantitative methods are employed. Face validity of the theoretical structure and items is assessed by consulting experts and employing judging procedures, respectively. Evaluation of the items is done across two separate samples in which reliability, convergent validity, discriminant validity, and nomological validity are exhibited. © 1998 John Wiley & Sons, Inc.
This study evaluated the sensitivity of maximum likelihood (ML)-, generalized least squares (GLS)-, and asymptotic distribution-free (ADF)-based fit indices to model misspecification, under conditions that varied sample size and distribution. The effect of violating assumptions of asymptotic robustness theory also was examined. Standardized root-mean-square residual (SRMR) was the most sensitive index to models with misspecified factor covariance(s), and Tucker-Lewis Index (1973; TLI), Bollen's fit index (1989; BL89), relative noncentrality index (RNI), comparative fit index (CFI), and the ML- and GLS-based gamma hat, McDonald's centrality index (1989; Mc), and root-mean-square error of approximation (RMSEA) were the most sensitive indices to models with misspecified factor loadings. With ML and GLS methods, we recommend the use of SRMR, supplemented by TLI, BL89, RNI, CFI, gamma hat, Mc, or RMSEA (TLI, Mc, and RMSEA are less preferable at small sample sizes). With the ADF method, we recommend the use of SRMR, supplemented by TLI, BL89, RNI, or CH. Finally, most of the ML-based fit indices outperformed those obtained from GLS and ADF and are preferable for evaluating model fit. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
This research investigates the antecedents and consequences of customer satisfaction. We develop a model to link explicitly the antecedents and consequences of satisfaction in a utility-oriented framework. We estimate and test the model against alternative hypotheses from the satisfaction literature. In the process, a unique database is analyzed: a nationally representative survey of 22,300 customers of a variety of major products and services in Sweden in 1989–1990. Several well-known experimental findings of satisfaction research are tested in a field setting of national scope. For example, we find that satisfaction is best specified as a function of perceived quality and “disconfirmation”—the extent to which perceived quality fails to match prepurchase expectations. Surprisingly, expectations do not directly affect satisfaction, as is often suggested in the satisfaction literature. In addition, we find quality which falls short of expectations has a greater impact on satisfaction and repurchase intentions than quality which exceeds expectations. Moreover, we find that disconfirmation is more likely to occur when quality is easy to evaluate. Finally, in terms of systematic variation across firms, we find the elasticity of repurchase intentions with respect to satisfaction to be lower for firms that provide high satisfaction. This implies a long-run reputation effect insulating firms which consistently provide high satisfaction.
Composite variables are those that may be mathematically decomposed into additive and/or multiplicative component variables. Several researchers have noted that the relationship between a composite variable and its components may be a mathematical artifact, but the effect of their inclusion as independent variables on the coefficients of the remaining variables in the model has not been recognized, nor has a formal expression for the resulting bias been presented. Structural analysis of composite dependent variables, as presented here, provides the key to understanding the nature and extent of this bias. It separates higher and lower level components from one another and also separates these components from other antecedent variables in the model. The advantages of this hierarchical decomposition are that (1) it reduces problems of misspecification and omitted variables, (2) by separately estimating antecedent effects on each component, it offers some insights into the underlying causal mechanisms that are not available from other techniques and (3) it ensures that regression coefficients can be interpreted in the standard way: the expected change in the dependent variable associated with a change in the independent variable, holding other independent variables in the equation constant. Moreover, hierarchical decomposition of the dependent variable can reproduce all information available from techniques that mix levels of analysis, but the converse is not true.
This article aims at expanding business leaders' knowledge of the key drivers of customer satisfaction and business process excellence, and strengthening their skills in developing profitable growth strategies based on customer value added (CVA). The management thesis of this article is as follows: (1) Competitive CVA drives shareholder value; the empirical evidence is in company revenues, return on sales (ROS), and return on investment (ROI). (2) The Harnessed Waterfall generates superior CVA through improved customer satisfaction and business process excellence. (3) The CVA-Map helps business leaders to discover profitable growth strategies that rely on superior CVA and market opportunities. (4) The profit tree analysis (PTA) assists management in building and deploying profitable growth strategies for obtaining the desired CVA-position.
Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customer satisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. However, it is equally vital to managers who require a better understanding of the relationship between satisfaction and the duration of the provider-customer relationship to identify specific actions that can increase retention and profitability in the long run. Since there is very little empirical evidence regarding this research question, this study develops and estimates a dynamic model of the duration of provider-customer relationship that focuses on the role of customer satisfaction.
This article models the duration of the customer's relationship with an organization that delivers a continuously provided service, such as utilities, financial services, and telecommunications. In the model, the duration of the provider-customer relationship is postulated to depend on the customer's subjective expected value of the relationship, which he/she updates according to an anchoring and adjustment process. It is hypothesized that cumulative satisfaction serves as an anchor that is updated with new information obtained during service experiences. The model is estimated as a left-truncated, proportional hazards regression with cross-sectional and time series data describing cellular customers perceptions and behavior over a 22-month period.
The results indicate that customer satisfaction ratings elicited prior to any decision to cancel or stay loyal to the provider are positively related to the duration of the relationship. The strength of the relationship between duration times and satisfaction levels depends on the length of customers' prior experience with the organization. Customers who have many months' experience with the organization weigh prior cumulative satisfaction more heavily and new information (relatively) less heavily. The duration of the service provider-customer relationship also depends on whether customers experienced service transactions or failures. The effects of perceived losses arising from transactions or service failures on duration times are directly weighed by prior satisfaction, creating contrast and assimilation effects.
How can service organizations develop longer relationships with customers? Since customers weigh prior cumulative satisfaction heavily, organizations should focus on customers in the early stages of the relationship—if customers' experiences are not satisfactory, the relationship is likely to be very short. There is considerable heterogeneity across customers because some customers have a higher utility for the service than others. However, certain types of service encounters are potential relationship “landmines” because customers are highly sensitive to the costs/losses arising from interactions with service organizations and insensitive to the benefits/gains. Thus, incidence and quality of service encounters can be early indicators of whether an organization's relationship with a customer is flourishing or in jeopardy. Unfortunately, organizations with good prior service levels will suffer more when customers perceive that they have suffered a loss arising from a service encounter—due to the existence of contrast effects. However, experienced customers are less sensitive to such losses because they tend to weigh prior satisfaction levels heavily.
By modeling the duration of the provider-customer relationship, it is possible to predict the revenue impact of service improvements in the same manner as other resource allocation decisions. The calculations in this article show that changes in customer satisfaction can have important financial implications for the organization because lifetime revenues from an individual customer depend on the duration of his/her relationship, as well as the dollar amount of his/her purchases across billing cycles.
Satisfaction levels explain a substantial portion of explained variance in the durations of service provider-customer relationships across customers, comparable to the effect of price. Consequently, it is a popular misconception that organizations that focus on customer satisfaction are failing to manage customer retention. Rather, this article suggests that service organizations should be proactive and learn from customers before they defect by understanding their current satisfaction levels. Managers and researchers may have underestimated the importance of the link between customer satisfaction and retention because the relationship between satisfaction and duration times is very complex and difficult to detect without advanced statistical techniques.
Criteria for evaluating structural equation models with latent variables are defined, critiqued, and illustrated. An overall
program for model evaluation is proposed based upon an interpretation of converging and diverging evidence. Model assessment
is considered to be a complex process mixing statistical criteria with philosophical, historical, and theoretical elements.
Inevitably the process entails some attempt at a reconcilation between so-called objective and subjective norms.