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A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
Abstract
A simplified cognitive model is proposed to assess the dynamic aspect of consumer satisfaction/dissatisfaction in consecutive purchase behavior. Satisfaction is found to have a significant role in mediating intentions and actual behavior for five product classes that were analyzed in the context of a three-stage longitudinal field study. The asymmetric effect found demonstrates that repurchase of a given brand is affected by lagged intention whereas switching behavior is more sensitive to dissatisfaction with brand consumption. An attempt to predict repurchase behavior on the basis of the investigated cognitive variables yielded weak results. However, repurchase predictions were improved when the model was extended to a multipurchase setting in which prior experience with the brand was taken into account.
... Loyalitas merupakan sebuah komitmen yang dipegang secara mendalam untuk membeli atau mendukung kembali sebuah produk atau jasa yang disukai di masa akan datang meski dipengaruhi oleh situasi dan usaha pemasaran yang dilakukan yang menyebabkan pelanggan beralih (Noviasari, 2015). Kesuksesan sebuah merek tidak berdasarkan dari jumlah pembelian sesekali yang dilakukan oleh konsumen pada sebuah merek, namun berdasarkan jumlah pembelian secara berulang terhadap merek tersebut (Kotler & Keller 2009). Loyalitas konsumen dapat diukur dalam tiga cara yaitu melakukan pembelian secara berulang, menolak menggunakan tawaran dari produk lain dan merekomendasikan orang lain untuk membeli atau mereferensikan produk atau jasa kepada orang lain (Anggraini, 2020). ...
... Indikator dari loyalitas menurut Kotler & Keller (2009) terbagi menjadi tiga, yaitu: (a) Repeat (kesetiaan konsumen terhadap pembelian produk; (b) Retention (ketahanan konsumen terhadap pengaruh yang negatif mengenai perusahaan); dan, (c) Referalls (konsumen mereferensikan secara total eksistensi perusahaan). Divett et al. (2003) menambahkan indikator lain untuk mengukur kesetiaan, yaitu biaya yang dikeluarkan oleh perusahaan untuk membuat reward kepada pelanggan yang pada akhirnya dapat menaikkan tingkat kesetiaan pelanggan terhadap suatu produk. ...
... Kepuasan merupakan keseluruhan sikap dan perilaku atau sebuah reaksi emosional yang berbeda antara apa yang konsumen perkirakan dan apa yang mereka terima, berhubungan dengan pemenuhan atau keinginan, keinginan atau tujuan (Hansemark & Albinsson, 2004;LaBarbera & Mazursky, 1983). Hal ini mengindikasikan bahwa untuk mencapai kepuasan konsumen, perusahaan atau organisasi harus mampu untuk memuaskan konsumen mereka atas apa yang mereka butuhkan dan mereka inginkan. ...
The research objective is to analyze what factors influence student loyalty as internal consumers in promoting IIB Darmajaya College in Bandar Lampung. This associative-causality study used 100 samples selected by purposive sampling. Methods of data analysis using multiple linear regression analysis. The results obtained that partially, service quality, satisfaction and trust were identified as having no effect on student loyalty; but the brand image of the institution has proven to have an effect on the loyalty of the college students concerned. Simultaneous test results show that service quality, satisfaction, trust and brand image have a significant effect on student loyalty at IIB Darmajaya Bandar Lampung college students. It is recommended that the campus develop and strengthen a branding strategy so that it can encourage student loyalty in recommending IIB Darmajaya education to potential consumers.
... Satisfaction does not always result in relationship continuity. Other alternatives might be more attractive or an actor merely feels that certain minimum expectations are met (LaBarbera and Mazursky, 1983). Matzler et al. (2003) identified basic factors which refer to the minimum requirements, which will only lead to dissatisfaction if not met, but which will not lead to (more) satisfaction if met. ...
... In line with the C/D paradigm, supplier dissatisfaction is said to arise from not meeting the supplier's expectations . Meeting minimum conditions does not directly involve satisfaction, but rather a level of acceptance, a Figure 1 Expectancy-disconfirmation theory so-called zero point (LaBarbera and Mazursky, 1983). The stated minimum expectations consist of several aspects. ...
... Expectations may stem from contractual agreements, but also form implicit norms or unfounded ideas. Obviously, suppliers will become dissatisfied with a buyer who fails to comply with the contractual agreements (LaBarbera and Mazursky, 1983). Still, different buyer behaviours may irritate suppliers, triggering supplier dissatisfaction. ...
Purpose
The main purpose of this research is exploring the tipping points for a radical shift in supplier (dis)satisfaction. This study identifies triggers and links them to consequences for the buyer–supplier relationship.
Design/methodology/approach
The Critical Incident Technique (CIT) was used to interview Dutch supplier representatives in the infrastructure sector, resulting in rich descriptions of 29 critical incidents, extracting first-hand information.
Findings
Safety issues, technical disputes and recruitment of supplier’s technical staff have been identified as tipping points for suppliers to become dissatisfied. Implementing performance-based contracting is another critical incident that caused irritation and disappointment. On a more operational level, dissatisfaction was provoked by tender errors and price discussions with the buyer. This study also identified tipping points by which dissatisfied suppliers abruptly turned into satisfied suppliers. The effect of a solution-oriented buyer intervention appears to be most powerful if this behaviour transcends prior expectations.
Practical implications
Consequences of misunderstandings and discussion between supplier and buyer may be manageable or repairable, depending on the causes and triggers that influenced a supplier’s dissatisfaction. An early warning system could prove its worth, so that buyers are not faced with unpleasant surprises.
Originality/value
Despite the growing number of studies, processes of how antecedents lead to supplier (dis)satisfaction are not well understood. Antecedents are predominantly investigated by cross-sectional survey data, giving little insights into micro-processes and actual interaction between buyers and suppliers. Although CIT has been applied in many disciplines, the technique is hardly used within the context of purchasing and supply management research.
... Así, las teorías generales de comportamiento del consumidor, han postulado que la satisfacción con el encuentro afectará al comportamiento de compra de forma indirecta, a través de la variable moderadora intenciones. También las numerosas investigaciones de la literatura de servicios que han centrado sus esfuerzos en analizar la influencia que la satisfacción presenta sobre la respuesta futura de los clientes (Bearden, Tell, 1983;LaBarbera, Mazursky, 1983;Oliver, Swan, 1989;Fornell, 1992;Anderson, Sullivan, 1993;Boulding et al., 1993;Taylor, Baker, 1994) han puesto de manifiesto el papel crítico que tiene la satisfacción de los clientes en la formación de la intención de compra de estos. En este sentido, Oliver (1999) la considera un antecedente claro de la lealtad, entendida como repetición de compra. ...
... Con respecto a la primera de ellas, sabemos que el efecto de la satisfacción sobre la intención de comportamiento, en su vertiente subjetiva, no es nuevo en la literatura de servicios. De hecho, numerosas investigaciones han puesto ya de manifiesto el papel crítico que tiene la misma en la formación de la intención de compra de los clientes (Westbrook, 1981;Bearden, Tell, 1983;LaBarbera, Mazursky, 1983;Oliver, Swan, 1989;Swan, Oliver, 1991;Fornell, 1992;Anderson, Sullivan, 1993;Boulding et al., 1993;Andaleeb, Basu, 1994;Taylor, Baker, 1994;Mittal et al., 1999;Oliver, 1999;Douglas, Jaramillo, 2007). ...
A necessidade de compreender os factores que afectam a satisfação do consumidor é um importante desafio para as organizações de qualquer sector da economia. Este facto implicou a aparição de numerosos estudos centrados em conhecer quais são esses factores. Este trabalho enquadra-se nesta linha de investigação, ao propor que a ética na venda pode ter algum efeito na satisfação dos clientes numa determinada relação de compra e venda. Para isso, e após levar previamente a cabo uma investigação académica, apresenta-se um modelo de relações que se submete a ser testado a nível do sector automóvel. Os resultados indicam uma relação entre ambas as variáveis que justificaria a necessidade de incluir a ética na venda nos estudo dos antecedentes da satisfação. A implicação para a gestão deriva da possibilidade de que a ética na venda terá tido uma certa “rentabilidade” para a organização, ao afectar o nível de satisfação do consumidor e sua consequente intenção de recompra.
... There is a fast process, but there is also a very long process.". According to (Kotler & Keller, 2016) "Consumers generally go through five stages: problem awareness, information search, alternative appraisal, purchase choice, and post-buy behavior (after the purchase)". ...
... According to (Kotler & Keller, 2016) "A person's satisfaction or dissatisfaction is determined by comparing the perceived performance (or outcome) of a product or service against expectations. Unsatisfied customers are those who feel that the performance or experience did not meet their expectations. ...
... Studies confirm the relationship between satisfaction and loyalty. La Barbara and Mazursky [31] identified loyalty as a key indicator of a continuous business relationship. Hallowell [32] noted that satisfied customers, whose loyalty reduces operational costs, are crucial. ...
This study explores the factors influencing Arab tourists’ intention to revisit Turkish destinations, contributing to the theoretical discourse on tourist behavior, destination loyalty, and sustainable tourism development. Over the past decade, Türkiye (Turkey) has experienced a steady increase in tourists, with Arab visitors forming a significant segment. This growing market segment presents unique opportunities and challenges that remain understudied in academic literature. Despite their prominence, limited research exists on Arab tourists’ behavior, needs, and experiences in Türkiye. This study employs a mixed-method approach, combining surveys and interviews conducted between July and December 2024. Data from 713 surveys and 14 interviews were analyzed, revealing that 72% of Arab tourists were satisfied with their current visit, 49% with previous visits, 57% indicated a strong intention to revisit, and 81% recommended Turkish destinations to others. The study identifies seven key dimensions of revisit intention through Exploratory Factor Analysis that collectively explain 79.841% of the variance in revisit intention. The regression analysis demonstrates how different factors contribute to revisit decisions, with overall satisfaction (β = 0.622), loyalty (β = 0.521), financial status (β = 0.507), behavior of staff and locals (β = 0.484), cultural and social appeal (β = 0.478), overall experiences (β = 0.329), educational level (β = 0.333), accessibility and convenience (β = 0.288), service quality (β = 0.216), and length of stay (β = 0.128) emerging as significant predictors. These findings underscore the complexity of the decision-making process, suggesting that no single theory can fully explain tourists’ behavior and the sustainability of their visits. The study recommends further exploration of the proposed model and investments in tourism staff training, particularly in foreign languages, to enhance service quality and encourage repeat visits. Addressing issues such as unprofessional behavior and language barriers can improve overall satisfaction and loyalty, increasing the likelihood of Arab tourists revisiting Türkiye. This research highlights the importance of sustainable tourism practices in fostering long-term economic and social benefits for Turkish destinations.
... This study supported the fundamental function of these operational aspects by finding that fair pricing, food quality, and service quality significantly affect customer happiness, which is in line with the great majority of prior studies (Namkung & Jang, 2007;Hanaysha, 2016;Konuk, 2017). Additionally, there is compelling evidence of a positive relationship between customer satisfaction and the intention to return, which is in line with decades of research on consumer behavior and empirical evidence that customer satisfaction increases the likelihood that a customer will return (Fornell, 1992;LaBarbera & Mazursky, 1983;Kim & Hyun, 2011). Since it was shown to be the "best indicator" of re-patronage intentions, customer contentment was important in this situation. ...
The study investigates the effects of fair pricing, food quality, and service quality on re-patronage intentions of customers at full-service restaurants in Calatagan, Batangas, focusing on customer satisfaction as the mediator. Using stratified random selection, 146 patrons of the three hotels and restaurants in Calatagan participated in a survey, from which 120 valid answers were gathered. The reliability test from Jamovi was used to analyze the data (94 valid questionnaires). Pricing, strategies, and dining frequency, received average scores, implying fewer positive opinions. The varying response was at a minimum for significant concerns such as price vs. portion/size and product preferences, while promotions and prizes were more variable. The reliability study revealed strong consistency across the variables. The findings indicate the importance of a sound approach to fair price, quality, and service delivery in achieving customer satisfaction in full-service restaurants. However, the non-cooperation of the hotels is the main limitation of this study due to data privacy. The study's effects rooted from the realization that full-service restaurants in Calatagan should embrace the essence of fair pricing, service, and food quality are to their customers' satisfaction and the future of their businesses.
... According to LaBarbera & Mazursky (1983), customer satisfaction, which reflects customers' perceptions of their experiences, is a critical metric for organizations. Satisfaction encompasses customers' viewpoints and expectations regarding goods or services, (Guido, 2015). ...
As social media marketing activities (SMMAs) continue to gain significance in consumer interactions and brand engagement, understanding how specific marketing strategies influence customer perceptions and satisfaction has become crucial for businesses seeking to thrive in competitive environments. This study investigates the influence of SMMAs (advertisements, trendiness, WOM) on customer satisfaction, focusing on the mediating role of brand image within the banking sector in Thamar City, Yemen. Utilizing a quantitative research approach, data were collected through a structured questionnaire distributed, we received 99 completed responses valid for analysis. The analysis employed Structural Equation Modeling (SEM) using Smart PLS and SPSS, to evaluate the proposed relationships between variables. Results revealed that advertisements of SSM positively influence brand image but did not affect directly customer satisfaction; however, brand image serves as a critical mediator in this relationship. Moreover, word-of-mouth marketing demonstrated both direct and indirect significant impacts on customer satisfaction, reinforcing its importance as a tool for fostering trust and credibility among consumers. Additionally, the results show that trendiness did not show significant direct influences on either brand image or customer satisfaction, but it remains a relevant factor that necessitates an integrated approach alongside other marketing efforts. This research contributes valuable insights into the role of social media in enhancing customer satisfaction and provides practical recommendations for banks looking to leverage social media marketing effectively. By employing SMMAs strategically and focusing on enhancing brand image, banks can not only bolster customer satisfaction but also cultivate long-term loyalty amidst the evolving digital landscape.
... In imitation of Siskos (2010), passenger satisfaction measurement is currently considered to be the best method to obtain opinions, even though it provides the customer's satisfaction and expectations in a successful, direct, significant and scientific way. Bus delays, inadequate customer service, losing luggage or unpleasant sitting are just a few causes of passenger dissatisfaction (LaBarbera, 1983). For transportation firms to increase consumer satisfaction and loyalty, these problems must be resolved. ...
The passenger transport service in Barishal is often criticized as poor in quality. The quality depends on a large variety of service components and relevant characteristics. The development of bus terminal facilities, which are essential components of bus transportation services and it will improve the transportation network and enhance the economy of the country. The aim of this study is to identify the strengths and weaknesses of the current facilities and suggest possible improvements to enhance the passenger experience. The entirety of the bus passengers in Barishal made up the population study. 285 respondents were included in this study, which was done through a simple random selection method. Firstly, a questionnaire survey was prepared to collect primary data and secondly, SPSS was used to analyse the data. A variety of statistical techniques were employed to analyse the gathered data, including factor analysis, descriptive statistics, cross-tabulation, cronbach's alpha test and hypothesis test. Based on 38 variables, including information, security and safety, accessibility features, amenities, quickly accessible resources, infrastructure, the study's results indicate that factors influence passenger satisfaction at bus terminal facilities. The majority of the sample's passengers, according to the study, were not content with Barishal City's bus terminal amenities. According to the study, a significant number of the sample's passengers were dissatisfied with Barishal City's bus terminal amenities. The study recommends the implementation of a comprehensive passenger facility improvement plan, including the provision of additional seating, improved restroom facilities, an increase in the number of waiting areas, the installation of clean and accessible toilets and the establishment of proper waste management systems. This study will offer the governments, academics and researchers for future improvement of bus terminal facilities, which are essential for the transport system of Barishal city, an important economic hub in the southern region of Bangladesh.
... A significant antecedent of customer loyalty is customer satisfaction. It has a positive impact of satisfaction on customer loyalty which is found in repurchase behavior (LaBarbera & Mazursky, 1983;Sambandam & Lord, 1995), repurchase intent (Anderson & Sullivan, 1993;Cronin et al., 2000), and positive wordof-mouth (Brunner et al., 2008;Oliver & Swan, 1989;Bitner, 1990, Eggert & Ulaga, 2002. Furthermore, Reichheld & Sasser (1990) mention that an appreciation of 5 percent in customer retention influences will improve about 25-75 percent in profitability. ...
... In this regard, it is worth noting that the outcome of a purchasing process can be measured by consumer satisfaction [63,64]. Satisfaction is defined as a function of consumer expectations and the extent to which these expectations are met [65,66]. For Kotler and Armstrong [67], online customer satisfaction can be related to factors such as the quality of the product or service, the price, the details of the product and promotion, the ease of use, and the security of the payment process [68,69]. ...
Social networks have become a significant part of people’s daily lives, particularly in the purchasing process. In this context, digital influencers have played an essential role in shaping consumers’ opinions. In this sense, studying the role of social networks and influencers in the online product purchase decision process was considered pertinent. We selected two technology adoption models to fulfill this purpose: the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT). We conducted an exploratory study using a quantitative approach, with data being collected through a questionnaire distributed online. The statistical analysis of the empirical model employed a partial least squares structural equation modeling (PLS-SEM) technique. Analyzing the 135 responses allowed us to conclude that social networks are relevant in consumers’ purchase decision process. This research highlights the importance of the credibility of influencers, emotional connections with audiences, and the dynamics of the media in shaping consumer behavior. It highlights the strong influence of digital influencers on purchasing decisions and makes a methodological contribution with a rigorous empirical model. This study also suggests avenues for future research in order to deepen the understanding of influencer and social media marketing strategies.
... The last section of the questionnaire rated the Satisfaction, Loyalty, Perceived Value, Image, Involvement, and Trust factors. Satisfaction is the comparison of the perceived service and expectations [20]. If the offered service meets expectations, the customer is assumed to be satisfied, or vice versa [21]. ...
Satisfaction is an essential parameter for a public transport service
provider, mainly if providers compete. For this reason, decision-makers
try to identify and improve the factors affecting passenger satisfaction,
which is important not only for the profitability of the service but also
for sustainable and environmentally friendly transportation. In this
study, 803 passengers were asked to rate their expectations and
perceptions about the High-Speed Rail Systems they experienced
between Ankara and Eskişehir in Turkey. By using the obtained data, a
methodology was established to predict factors affecting satisfaction.
The Classification and Regression Tree was used for the analysis, which
does not require any predefined baseline relationship between
dependent and independent variables. The quadrant analysis is utilized
to determine a single input to represent expectations and perceptions
instead of using them separately, which allows the comparison of
expectations and perceptions. Also, the "problem experiencing rate,"the
decisive component of the Impact Score technique, is included in the
model as an input. As a result, passengers' satisfaction is estimated with
an accuracy rate of 88.79%, and the factors affecting satisfaction were
determined as Service Delivery, Fare Level and Type, Passenger
Information, Accessibility, and Security.
... Results in Table 6 customers. Moreover, satisfied customers always suggest others to go for the product while dissatisfied customers will also recommend others in huge numbers but in the context of negative marketing most probably dissatisfied customers recommend others not to use the product (La Barbera and Mazursky, 1983). ...
A good banking sector with a good banking habit can accelerate the pace of development in a country. Banking is a key industry in the service sector and it can be considered as the financial nerve centre of the economy. The study is based on a survey conducted in Dinajpur city with the help of primary and secondary data. It was planned to select 20 customers randomly from each bank making a total of 160 customers (80 from public sectors banks and the rest 80 from private sectors banks) as sample by making personal visit to the respective bank. Male participants are the majority respondents as represented by 73% in public sector banks and 71% in private sectors banks. In both sectors, male customers are dominated. The larger part of customers' educational qualifications in public banks is Higher Secondary & Postgraduates and in private banks is Postgraduates that the majority respondents are selected 36% of bank account both in Private & public bank, 33% only in public bank and 31% only in private bank. The respondent's average waiting time to receive any service is higher in public sector banks (18.55±10.10) than private sector banks (5.11±1.81). The more respondents say that interest rate is higher in private sector banks (68%) than public sector banks (32%). The customer prefer private sector banks (54%) than public sector banks (46%) in case they have deposit 10 lack taka of the customer prefer private sector banks (56%) than public sector banks (44%) in case of taking loans In order to satisfy the customers, both public and private sector banks need to find out the weak areas to assist the managers to take plan and decisions for meeting up the customers' requirement.
... In the light of previous studies, there are plenty of factors that control purchase intention positively: perceived value, as a result of perceived price (Chang & Wildt, 1994) and perceived quality (Boulding & Kirmani, 1993;Dodds et al., 1991;Rao et al., 1999), customer satisfaction (LaBarbera & Mazursky, 1983;Yi, 1990), and attitude and preference toward the brand/product Kim & Ko, 2010;Kim & Lee, 2009;Lloyd & Luk, 2010). Utilitarian and hedonics are also considered as important factors to direct the intention of the consumers for making a purchase based on any product, idea, or service (Arum & Sung, 2018). ...
Amidst the online advertising revolution, Instagram influencers have risen to power, exercising remarkable authority in shaping consumer behaviour in the digital media landscape. This article aims to provide an impact of Instagram influencers’ credibility on three different forms of consumer behaviour i.e., purchase intention, purchase decision process, and impulse buying. The investigation extends to evaluate the comparison of Generation Z and Millennials in terms of their perceived Instagram influencers’ credibility and consumer behaviour. Furthermore, it seeks to develop an understanding of the role of homophily as a mediator between influencers’ credibility and consumer behaviour. In this study, authors use the Model of Credibility proposed by Ohanian (1990) and the Purchase Decision Process suggested by John Dewey (1910) to gain deeper insights on how digital media is redefining the buying patterns of consumers. For this purpose, the authors employ survey analysis and collect the data from 350 Instagram users through purposive sampling across Pakistan. The finding of this study suggests that Instagram influencers’ credibility has significant positive impact on the consumer behaviour of Gen Z and Millennials. Gen Z is more likely to perceive Instagram influencers as credible and possesses stronger desire to shop or make impulsive buying decisions than Millennials. Moreover, the results elucidate that homophily partially mediates between Instagram influencers’ credibility and consumer behaviour. Furthermore, this study reveals that socioeconomic status and qualification level of the Millennials and Gen Z play a significant role to shape their consumer behaviour and perceived influencers’ credibility. This study contributes to the existing body of knowledge by shedding light on the changing dynamics of digital advertising within the context of online influencers.
... Theo La Barbera và Mazursky (1983) "SHL tác động đến ý định tiếp tục mua hàng của khách hàng, trong khi đó sự bất mãn có thể được xem như là lý do chính cho sự ra đi của khách hàng hoặc ngừng mua hàng" (La Barbera và Mazursky, 1983). Còn theo Zairi (2000), khách hàng là mục đích của những gì chúng ta làm, chúng ta rất phụ thuộc vào họ chứ không phải họ phụ thuộc vào chúng ta (Zairi, 2000). ...
1) Sự tin cậy (β= 0,263); 2) Kiến thức kỹ thuật khách hàng (β= 0,187); 3) Sự đáp ứng (β= 0,171); 4) Năng lực phục vụ (β= 0,166); 5) Sự đồng cảm (β= 0,099); 6) Giá cả cảm nhận (β= 0,019). Từ mức độ ảnh hưởng của các yếu tố, nhóm tác giả khuyến nghị một số giải pháp nhằm giúp gia tăng sự hài lòng của đơn vị kinh doanh xăng dầu đối với hoạt động cung ứng dịch vụ kiểm định của cơ quan chức năng tại tỉnh Tiền Giang. Từ khóa: chất lượng dịch vụ kiểm định, Sự hài lòng của doanh nghiệp kinh doanh xăng dầu. Abstract The study aims to evaluate how petroleum business units are satisfied with the measurement inspection services provided for petroleum measuring columns at the Technical Center for Quality Measurement Standards in Tien Giang province. We collected 220 questionnaires from leaders of petroleum business units in the province, out of which 198 were valid for analysis. We used various methods, including scale reliability testing, exploratory factor analysis (EFA), correlation, and regression analysis with SPSS version 20 to evaluate the data. Our research results indicate that six factors affect the satisfaction of petroleum business units, namely: Trust (β= 0.263), Customers' technical knowledge (β= 0.187), Responsiveness (β= 0.171), Service capacity (β= 0.166), Empathy (β= 0.099), and Perceived price (β= 0.019). Based on the influence of these factors, we recommend several solutions to help increase the satisfaction of petroleum business units with the inspection services provided by authorities in Tien Giang province. Keywords: Quality of inspection services, Satisfaction of petroleum businesses. JEL classifications: C51, C81. 1. Giới thiệu Sự hài lòng của khách hàng là một trong những yếu tố quan trọng bởi nó liên quan đến các chỉ số về lợi nhuận và hiệu suất của các công ty và tổ chức (Ahn và cộng sự, 2007). Nghiên cứu mức độ hài lòng của khách hàng về chất lượng dịch vụ (CLDV) đã thu hút sự quan tâm rộng rãi của các nhà nghiên cứu khoa học trên thế giới. Các mô hình như: mô hình "Kỳ vọng-cảm nhận" Oliver (1980), mô hình "chất lượng kỹ thuật-chức năng" Gronroos (1984), SERVQUAL của Parasuraman (1985), mô hình chỉ số hài lòng của khách hàng (mô hình CSI) do Fornell C (1992) phát triển. Các mô hình này được rất nhiều tổ chức, cá nhân trên thế giới sử dụng để đo lường mức độ hài lòng của khách hàng.
... al., 2016a). Not only the bus, shelter quality and its accessibility also vary between cities. Further, scholars acknowledge that the service quality will influence the satisfaction of passenger and consequently influence travel behavior indirectly including mode choice (Joewono and Kubota, 2007;LaBarbera and Mazursky, 1983;Lai and Chen, 2011;Nathanail, 2008;Sánchez-Pérez et al., 2007;White, 2009) Customer satisfaction is strongly correlated with service quality. Customer satisfaction is defined as the measurement of services performance through the various attributes and/or overall services related to customer needs (Hill et al., 2003 andTanese et al, 2003). ...
Passenger satisfaction significantly affects behaviour towards public transport. With emerging BRT-Lite development in Indonesia, satisfaction of the services reflects the quality and performance to meet the passengers need. This paper investigates passenger satisfaction level of four BRT-lite in Indonesian cities, consists of shelter and bus service attributes, users personal and travel characteristics. Passenger satisfaction for key service attributes of bus and shelter was assessed using Customer Satisfaction Index and Ordinal Logistic Regression. The results of this study found that passenger in Bali, Surakarta, and Bandung tend to rate high satisfaction level for most attributes, whereas less satisfaction is found in Bogor. Specific attributes do have significant influence on satisfaction level which also causing the negative results in Bogor. Interesting finding found in this paper is that BRTLite which has the lowest satisfaction rate resulting in possibility to reduce the sustainability of the BRT operation.
... The crucial role of satisfaction in maintaining consumer repurchasing of products and services in their study is determining the factors that sustain the customer retention rate of customers 87 . The connection between obstacles to switching and satisfaction was examined 88 . ...
This research investigated the influence of university service quality, student satisfaction, and switching barriers on student retention within private higher educational institutions situated in Ho Chi Minh City, Vietnam. A total of 410 valid questionnaires were collected for analysis, with hypothesis testing conducted using partial least squares structural equation modeling (PLS-SEM). The findings indicate a positive relationship between service quality within Vietnamese higher education institutions and student satisfaction. Additionally, student satisfaction has a positive association with student retention and switching barriers. Furthermore, switching barriers exhibit a positive relationship with student retention. Mediation analyses revealed that student satisfaction mediates the link between service quality and student retention, while switching barriers mediate the relationship between student satisfaction and retention. These findings contribute to the extant literature by elucidating the dynamics of service quality, student satisfaction, switching barriers, and student retention within higher educational contexts, particularly in the realm of private universities. Notably, this study establishes empirical correlations among service quality, student satisfaction, and student retention. Noteworthy outcomes include revealing the positive impact of service quality on switching barriers and identifying the robust moderating effect of switching barriers on the relationship between student satisfaction and student retention. From a managerial perspective, the constructs and insights derived from this study offer valuable guidance to the management teams of private universities, facilitating a deeper understanding of the pivotal role played by service quality in influencing student satisfaction and retention. Consequently, these insights can inform the strategic direction of private educational institutions in Vietnam.
... In imitation of Siskos (2010), passenger satisfaction measurement is currently considered to be the best method to obtain opinions, even though it provides the customer's satisfaction and expectations in a successful, direct, significant and scientific way. Bus delays, inadequate customer service, losing luggage or unpleasant sitting are just a few causes of passenger dissatisfaction (LaBarbera, 1983). For transportation firms to increase consumer satisfaction and loyalty, these problems must be resolved. ...
The passenger transport service in Barishal is often criticized as poor in quality. The quality depends on a large variety of service components and relevant characteristics. The development of bus terminal facilities, which are essential components of bus transportation services and it will improve the transportation network and enhance the economy of the country. The aim of this study is to identify the strengths and weaknesses of the current facilities and suggest possible improvements to enhance the passenger experience. The entirety of the bus passengers in Barishal made up the population study. 285 respondents were included in this study, which was done through a simple random selection method. Firstly, a questionnaire survey was prepared to collect primary data and secondly, SPSS was used to analyse the data. A variety of statistical techniques were employed to analyse the gathered data, including factor analysis, descriptive statistics, cross-tabulation, cronbach's alpha test and hypothesis test. Based on 38 variables, including information, security and safety, accessibility features, amenities, quickly accessible resources, infrastructure, the study's results indicate that factors influence passenger satisfaction at bus terminal facilities. The majority of the sample's passengers, according to the study, were not content with Barishal City's bus terminal amenities. According to the study, a significant number of the sample's passengers were dissatisfied with Barishal City's bus terminal amenities. The study recommends the implementation of a comprehensive passenger facility improvement plan, including the provision of additional seating, improved restroom facilities, an increase in the number of waiting areas, the installation of clean and accessible toilets and the establishment of proper waste management systems. This study will offer the governments, academics and researchers for future improvement of bus terminal facilities, which are essential for the transport system of Barishal city, an important economic hub in the southern region of Bangladesh.
... Scholarly publications extensively acknowledge the importance of customer satisfaction on long-term consumer behaviour and purchasing intentions. According to LaBarbera and Mazursky (1983), customer satisfaction is important in influencing repurchase intentions since it creates good attitudes towards future transactions. Conversely, dissatisfaction stands as a primary driver of customer attrition, underscoring the significance of addressing customer concerns to maintain a loyal consumer base. ...
In today's business landscape, customer satisfaction has become a central component in determining an organization's success. The capacity to retain existing customers while ensuring their utmost satisfaction across diverse aspects is vital for businesses to prosper and widen their customer base. The goal of this research is to provide a comprehensive framework for deciphering customer happiness in the continually changing restaurant industry, incorporating all critical components of the idea. The research methodology integrated secondary research and quantitative techniques to shed light on customer satisfaction. Convenience sampling was used for collecting data, and structural equation modelling (SEM) was applied to analyse the results. The primary purpose of this study is to contribute new knowledge about customer satisfaction, specifically in the Myanmar restaurant industry.
... Kepuasan pelanggan sangat penting untuk pemasar karena secara umum diasumsikan menjadi faktor penentu yang signifikan terhadap penjualan ulang (repeat sales), word-of-mouth yang positif, dan loyalitas pelanggan (Bearden & Teel, 1983), faktor penentu yang penting untuk loyalitas merek (brand loyalty) (Poiesz & Bloemer, 1991), sementara (Selnes, 1993) mengatakan bahwa kepuasan terhadap sebuah mereklah yang mengarah pada loyalitas merek, pandangan ini juga didukung oleh (Dick & Basu, 1994) dalam studi oleh (Caruana, 2002). Secara empiris telah dibuktikan bahwa seorang pelanggan yang loyal terhadap suatu merek, memiliki tingkat perpindahan merek yang lebih rendah karena kepuasan akan merek tersebut tinggi (LaBarbera & Mazursky, 1983) sehingga bisa dikatakan kepuasan merupakan mediator yang menghubungkan antara kualitas layanan dan loyalitas terhadap suatu pelayanan (Caruana, 2002) ...
The purpose of this research is to examine the influence and relationship of Service Quality, Brand Loyalty and Customer’s Satisfaction as an intervening variable. The subject of the research is Indonesian-based local restaurant Pizza E-Birra under the management of Ismaya Group. The research is based on quantitative research with non-probability purposive sampling as the sampling technique and the data will be analysed using SEM Structural Equation Model with Smart PLS 3.0 as analysis tool.The research is using 5 dimensions of Service Quality, which are Physical Evidence (Tangible), Empathy, Reliability, Responsiveness and Assurance as the independent variable and its impact toward Brand Loyalty as dependent variable and also measuring the Customer Satisfaction as an intervening variable. The result show that all the hypotheses are accepted and some managerial implications needs to be done for management of Pizza E-Birra to improve their Service Quality which leads to their customer satisfaction overall for the dining experience hence will increase the level of brand loyalty among its patronage in the future ultimately. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Kualitas Layanan (Service Quality) yang mempengaruhi Loyalitas Merek (Brand Loyalty) secara langsung dan pengaruhnya jika dimediasi oleh Kepuasan Pelanggan (Customer’s Satisfaction). Subyek penelitian ini adalah restoran lokal Indonesia Pizza E-Birra dibawah kepemilikan manajemen grup Ismaya. Penelitian kuantitatif ini menggunakan teknik pengambilan sampel Non-Probability Purposive Sampling dan data kuesioner akan dianalisis menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan bantuan program SmartPls.. Penelitian ini menggunakan 5 dimensi dari Kualitas Layanan (Service Quality) yaitu : Physical Evidence (Tangible), Empathy, Reliability, Responsiveness dan Assurance, serta faktor Kepuasan Pelanggan (Customer’s Satisfaction) sebagai variabel mediasi, semuanya akan diteliti secara simultan untuk membuktikan ada atau tidaknya pengaruh variabel bebas dan mediasi tersebut dalam mempengaruhi Loyalitas Merek (Brand Loyalty) pada restoran Pizza E Birra. Hasil menunjukkan bahwa ketiga hipotesa yang diajukan didukung, artinya Kualitas Layanan berpengaruh positif terhadap Loyalitas Merek, Kualitas layanan berpengaruh positif terhadap kepuasan dan yang terakhir Kualitas layanan berpengaruh pada loyalitas merek dengan mediasi kepuasan, dengan beberapa masukan kepada management Pizza E-Birra , untuk lebih memperbaiki tingkat kualitas layanan, yang berdampak pada kepuasan pelanggan yang akhirnya akan mempengaruhi tingkat loyalitas merek atas restoran Pizza E-Birra.
... Studies showed that attractiveness of brand indirectly affects brand loyalty and other people use product to boost personality [18]. Satisfaction will increase loyalty once brand loyalty is measured in an exceedingly range of consecutive purchases of an equivalent brand [20]. ...
z: Her geçen gün artış gösteren bilinçsizce tüketim birçok alanda israfa neden olmakta ve beraberinde bazı sorunları da ortaya çıkarmaktadır. Bu bağlamda çalışmanın amacı, bilinçli tüketimin satın alma niyeti üzerindeki etkisinde israf bilincinin düzenleyici rolünü araştırmaktır. Bu amaçla Batman ilinde 467 tüketicinin katılımı ile çalışma gerçekleştirilmiştir. Kolayda örnekleme yöntemi ve anket yoluyla veriler elde edilmiştir. Hipotez testleri ve düzenleyici rolün tespiti amacıyla yapısal eşitlik modellemesi kullanılmıştır. Elde edilen sonuçlardan; bilinçli tüketim değişkeni boyutlarından çevre bilinçli tüketim, etik tüketim ve sade tüketimin tüketici satın alma niyeti üzerinde etkisinin olmadığı sadece sosyal sorumlu tüketim boyutunun satın alma niyetini pozitif yönde etkilediği tespit edilmiştir. Ayrıca israf bilinci değişkeninin satın alma niyeti ve çevre bilinçli tüketim değişkenleri arasındaki ilişkide pozitif yönlü ve anlamlı düzenleyici etkiye sahip olduğu, israf bilinci değişkeninin satın alma niyeti ve sosyal sorumlu tüketim değişkenleri arasındaki ilişkide ise negatif yönde düzenleyici ve anlamlı etkiye sahip olduğu belirlenmiştir. Anahtar Kelimeler: Bilinçli tüketim, israf bilinci, satın alma niyeti. Abstract: Unconscious consumption, which is increasing day by day, causes waste in many areas and brings along some problems. In this context, the aim of the study is to investigate the moderating role of waste awareness in the effect of conscious consumption on purchase intention. For this purpose, the study was conducted with the participation of 467 consumers in Batman province. Data were obtained through convenience sampling and questionnaires. Structural equation modeling was used for hypothesis testing and identification of the moderating role. From the results obtained; it has been determined that environmentally conscious consumption, ethical consumption and simple consumption, which are the dimensions of conscious consumption variable, have no effect on consumer purchase intention, and only the socially responsible consumption dimension positively affects the purchase intention. In addition, it was determined that squander consciousness variable has a positive and significant moderating effect on the relationship between purchase intention and environmentally conscious consumption variables, while squander consciousness variable has a negative and significant moderating effect on the relationship between purchase intention and socially responsible consumption variables.
müşteri memnuniyet kuramlarının turizm sektörü bağlamında incelenmesi
Examining customer satisfaction theories in the context of tourism sector
Her geçen gün artış gösteren bilinçsizce tüketim birçok alanda israfa neden olmakta ve beraberinde bazı sorunları da ortaya çıkarmaktadır. Bu bağlamda bilinçli tüketimin satın alma niyeti üzerindeki etkisi ve ortaya çıkan etkide israf bilincinin herhangi bir düzenleyici rolünün olup olmadığını ortaya koymak için çalışmanın amacı bilinçli tüketimin satın alma niyeti üzerindeki etkisinde israf bilincinin düzenleyici rolü olarak belirlenmiştir. Bu amaçla batman ilinde 467 tüketicinin katılımı ile çalışma gerçekleştirilmiştir. Kolayda örnekleme yöntemi ve anket yoluyla veriler elde edilmiştir. Hipotez testleri ve düzenleyici rolün tespiti amacıyla yapısal eşitlik modellemesi kullanılmıştır. Elde edilen sonuçlardan; bilinçli tüketim değişkeni boyutlarından çevre bilinçli tüketim, etik tüketim ve sade tüketimin tüketici satın alma niyeti üzerinde etkisinin olmadığı sadece sosyal sorumlu tüketim boyutunun satın alma niyetini pozitif yönde etkilediği tespit edilmiştir. Ayrıca israf bilinci değişkeninin satın alma niyeti ve çevre bilinçli tüketim değişkenleri arasındaki ilişkide pozitif yönlü ve anlamlı düzenleyici etkiye sahip olduğu, israf bilinci değişkeninin satın alma niyeti ve sosyal sorumlu tüketim değişkenleri arasındaki ilişkide ise negatif yönde düzenleyici ve anlamlı etkiye sahip olduğu belirlenmiştir.
This applied case study research offers a novel and critical examination of First State Retail Tractor Supply's strategic expansion into the rapidly growing outdoor recreation markets. The importance of this research lies in its direct application to the world of practice, offering actionable insights into how organizations can effectively align their strategies with regional consumer trends and market dynamics. Moreover, the study underscores the role of applied research in bridging the gap between academic theory and real-world decision-making, positioning itself as a valuable resource for both practitioners and scholars, particularly in understanding the long-term impacts of market expansion, the influence of organizational culture, and the integration of advanced analytics in strategic decision-making, furthering the application of case study research in improving business practice and growth.
Purpose
This study examines the extent to which brand-level satisfaction scores are related to loyalty metrics, controlling for the double jeopardy effect as well as the demographic profile of the brand’s customer base.
Design/methodology/approach
The study uses data for brands in three UK financial services categories: banks, car/home insurance, and life insurance. Regression analysis is used to examine the relationships between brand size, satisfaction levels, demographic profiles, and loyalty.
Findings
Firstly, the study finds a strong “double jeopardy” association. That is, larger brands have more loyalty, both in terms of behavior and stated preference. Next, brands with higher satisfaction scores tend to have somewhat higher first-preference loyalty, controlling for the double jeopardy effect. There are mixed results in relation to satisfaction’s link to behavioral loyalty. Lastly, aspects of a brand’s demographic profile, particularly in terms of whether it skews towards high-income customers, are associated with somewhat lower loyalty metrics, both behavioral and conative.
Originality/value
The findings represent an original contribution by translating what have been to date principally individual-buyer level associations (between satisfaction, demographics and loyalty) into brand-level relationships that are arguably more relevant to managers who act on this level of reporting.
Amidst double barrel reforms of the insurance sector by government of Nigeria, the sector still suffers dwindling customer patronage and poor image. This paper is an assessment of the "Effects of the Strategies for Customer Satisfaction on the Performance of Selected Insurance Firms in Enugu Metropolis". The objectives of the study were to determine the strategies mostly adopted by insurance firms in Nigeria for customer satisfaction, to assess how each of the strategies adopted contributes to the performance of the insurance industry in Nigeria and to ascertain the overall effects of these strategies on the performance of the insurance industry in Nigeria. Survey research design was adopted for the study, 20 out of the 49 insurance firms quoted in the Nigerian Stock Exchange (NSE) were selected for study. Convenience sampling method was used for the selection. Data was collected from 20 managers, and 128 customers who have been with the insurance company for over three years. Questionnaire was used for data collection. Chronbach's Alpha method was used for assessing the internal consistency of the questionnaire and the reliability test of the instrument shows 0.83 standard alpha. Principal Component and Multiple Linear Regression tools were used to test the hypotheses formulated for the study. Findings show that out of the 15 strategies studied, ten (10) were mostly adopted for customer satisfaction. Second, out of the ten (10) factors adopted 7 had significant influence on the insurance industry's performance. These are: prompt settlement of claims, quality insurance products, fair premium, prompt attendance to customer complaints, timely communication of policy renewal notices, thorough explanation of policies, explanation of product benefits and understandable policy documents. Third, the strategies used by insurance firms had a significant influence on the performance of the insurance firms (R 2 =0.766, P < 0.001 at 5% significance level). The study recommends that managers should capitalize on those seven strategies that have strong positive influence on customer satisfaction to improve the seemingly battered image and performance of the insurance industry in Nigeria while deemphasizing expenditures in money, time and human resources on the less important variables.
The significance of customer orientation of service employee cannot be denied in every organization and this concept has it more important in the last few years. The primary objective of the thesis is to understand the concept of customer orientation of service employees and its relationship with customer satisfaction, furthermore, social skills, technical skills, motivation, and decision-making authorities are used as dimensions of COSE in mediating the role of customer satisfaction are used to determine loyalty within the banking sector in Islamabad Pakistan.
We used statistical measures to ensure the reliability and validity of data further correlation and regression were used and it was found that there is a positive relationship among the variables and the result of this research supports the previous study. Furthermore, results show customer satisfaction has a positive effect on loyalty. A total number of 310 responses was used to conduct the study and a literature review was carried out accordingly.
Suggestions, limitations, and Managerial implications were provided which will be helpful for further studies. More Managers should consider all the dimensions of COSE for hiring employees to meet all the challenging situations. The findings and results show that there is a positive relationship between COSE and Loyalty that helps understand customer satisfaction as a mediator.
Pour améliorer l’efficacité des politiques de satisfaction clients, il est usuel de calculer les « poids » des différents attributs dans la construction de la satisfaction globale. Mais selon les niveaux de satisfaction des clients, ces poids peuvent varier (effets dits « asymétriques »). Pour pallier les limites communes aux principales méthodes de mesure de cette asymétrie, cet article propose des solutions qui (i) simplifient l’évaluation du mode de contribution d’un attribut ; (ii) permettent de mieux gérer les priorités entre attributs ayant des modes de contribution proches (cas courant sur un marché concurrentiel) ; (iii) contrôlent les effets des autres attributs tout en tenant compte de la nature au mieux ordinale des mesures ; (iv) proposent aux praticiens un outil d’analyse des résultats intégrant à la fois le poids total de chaque attribut et son niveau d’asymétrie. Un exemple de mise en œuvre de ces solutions auprès d’une enseigne leader sur son marché (n = 30 795) est ensuite proposé .
La notion de rétention de clientèle doit être distinguée de celle de fidélité. La première est relative au portefeuille de client tandis que la seconde se rapporte à l’individu. Le cadre des analyses de survie permet de souligner les conséquences de cette distinction. Il permet aussi de poser les bases d’un processus de détection et de prévention des défections de client. En conclusion, l’auteur, réaborde la question de la relation entre satisfaction, rétention de clientèle et fidélité.
Prior scholars provide empirical evidence of how sensory experiences can positively influence spectators’ satisfaction, and the effectiveness of utilizing sense-centric experiences is enhanced when marketers integrate unique characteristics of the local culture into sensory experiences in the venue. The recently developed stimuli-local image fit (SIF) scale measures the effectiveness of this process; however, the SIF scale needs further investigation based on differences between local and visiting spectators. The purpose of this study was to examine the potential mediating effects of sense of home and touristic experience in relation to perceptions of SIF for these two groups. Study participants (N = 402) were recruited by means of an online survey and included 204 local and 198 visiting spectators of home and away events, respectively. The results from structural equation modeling (SEM) revealed significant mediation effects of sense of home and touristic experience on prior established relationships between SIF and different outcomes.
Purpose
This study aims to extend research in marketing on two important relational constructs, customer satisfaction and brand attachment, by comparing their long-term effects on customer behaviors with different levels of performance difficulty in a relatively understudied domain of durable products.
Design/methodology/approach
Using a two-stage quantitative study with US customers from five durable product categories, the authors first explored the hierarchy of customers’ loyalty behaviors based on increasing effort in a pretest study ( N = 675). Then, the authors tested the effectiveness of satisfaction and brand attachment for customers’ loyalty behaviors over a nine-month period in a longitudinal study ( N = 2,284) with customers from the same product categories.
Findings
Compared to satisfaction, brand attachment emerges as a stronger long-term predictor of customer behaviors. The performance difficulty of customer behaviors positively moderates the impact of brand attachment and negatively moderates the impact of customer satisfaction. Brand attachment is particularly effective in predicting difficult-to-perform customer behaviors, which require customers to expend resources such as time and money. Customer satisfaction is mainly effective for predicting easy-to-perform behaviors, but its long-term impact is significantly lower for easy-to-perform behaviors than brand attachment.
Research limitations/implications
The use of consumer durables in the study and samples from only one country restricts the generalizability of the findings.
Practical implications
The complementary roles of customer satisfaction and brand attachment are highlighted. Only satisfying customers is not enough to engage customers in behaviors that require resources such as money, time and energy for the brand.
Originality/value
A comparative study on the long-term effectiveness of two established relational metrics in explaining different customer behaviors varying in their performance difficulty in an understudied domain of durable products.
The aim of this study was to investigate how customer relationship management (CRM)—encompassing customer focus, knowledge management, CRM organization, and technology use—impacts customer satisfaction and loyalty. Additionally, the study explored the relationship between customer satisfaction and loyalty and evaluated the role of advisory services and capacity building in moderating the relationship between CRM and customer satisfaction, as well as the moderating role of trust in the relationship between customer satisfaction and loyalty. The study employed a mixed-methods approach, with a sample of 500 respondents selected using a purposive sampling method. The findings revealed that CRM is positively correlated with customer satisfaction, and that customer satisfaction is also positively related to customer loyalty. Furthermore, capacity building moderated the relationship between CRM and customer satisfaction, while trust moderated the relationship between customer satisfaction and loyalty. The study recommends that banks prioritize a customer-centric strategy with a focus on offering advisory services and capacity building to attract, groom, and retain corporate customers. Additionally, banks must engage with SMEs to better understand their needs and translate customer data into service delivery to achieve greater customer satisfaction.
The purpose of this chapter is to examine to what extent misalignment with an organic food consumer benchmark profile affects two key consumer performance indicators: consumer satisfaction and loyalty. The chapter performs a profile deviation analysis on a cross-sectional sample of 1011 Australian organic food consumers. An extensive literature review revealed three key dimensions of comprising organic food consumer benchmark: healthism, hedonism, and organic food trust. The analysis reveals the significant negative consumer satisfaction and loyalty implications of deviating from the benchmark consumer profile. Separate profile deviation analyses for each theoretically identified consumer profile dimension (i.e. healthism, hedonism and trust) have revealed strong support for our hypotheses concerning loyalty.We demonstrate the theoretical and practical relevance of using configuration theory to understand and explain the consumer performance implications of a misalignment with a benchmark organic consumer profile.
More study is required to comprehend how social media influences marketing and consumer behaviour. This study examines how social media influences the choices of Bangalore commercial bank customers. The present study investigated the influence of social media on banking transactions. 69% of customers purchase using social media. Facebook influenced 73% of consumer purchases. By 63%, interactivity influences social media and customer purchases. These findings suggest commercial banks in Bangalore should promote and use social media.
In this paper, we study the consumers’ variety-seeking behavior in recommender system applications and propose a comprehensive framework to measure such behavior based on past consumption records. The effectiveness of the proposed framework is validated through user questionnaire studies conducted at Alibaba, where our constructed variety-seeking measures match well with consumers’ self-reported levels of their variety-seeking behaviors. We subsequently present a recommendation framework that combines the identified variety-seeking levels with unexpected recommender systems in the data mining literature to address consumers’ heterogenous desire for product variety, in which we provide more unexpected product recommendations to variety-seeking consumers and vice versa. Through off-line experiments on three different recommendation scenarios and a large-scale online controlled experiment at a major video-streaming platform, we demonstrate that those models following our recommendation framework significantly increase various business performance metrics and generate tangible economic impact for the company. Our findings lead to important managerial implications to better understand consumers’ variety-seeking behaviors and design recommender systems. As a result, the best performing model in our proposed frameworks is deployed by the company to serve all consumers on the video-streaming platform.
რა ზეგავლენას ახორციელებს სტარტაპი კომპანიის ბიზნეს მდგრადობაზე მომხმარებელთა ქცევა
(განხილულია SMEs-კატეგორიებზე, საქართველოს მაგალითზე)
Purpose
Applying a middle-range theorizing to premises of signaling theory and the scarcity principle, this study aims to investigate the mechanisms and effects of different patterns of post-stockout disclosures that highlight the limited supply and high quality of a durable good on consumer satisfaction with the shopping experience and purchase intention, mediated by consumer perceived product scarcity.
Design/methodology/approach
The hypotheses are tested with two scenario-based experiments. The first experiment—a between-subjects design—explores the effect of post-stockout disclosures on consumers' perceived scarcity, satisfaction, and purchase intention. The second experiment – a within-subject design – examines the impact of time on consumer responses to stockouts.
Findings
Results indicate that perceived product scarcity mediates the relationship between post-stockout disclosures and consumer outcomes. Specifically, post-stockout disclosures present an indirect positive effect on consumer purchase intention, despite reducing satisfaction beyond the effects of the stockout. These results are consistent when disclosures are sent through multiple channels. Results also show that consumers' perceived scarcity and purchase intention decrease over time while dissatisfaction levels remain the same when stockouts persist.
Practical implications
Even though consumers will be dissatisfied upon experiencing a stockout, specific patterns of post-stockout disclosures can be a valuable strategy for consumer retention and lost sales prevention.
Originality/value
While recent consumer-centric supply chain management literature has investigated mitigation strategies of detrimental consumer response to stockouts, such as “save-the-sale” tactics and price discounts, the mechanisms and effects of different patterns of post-stockouts disclosures highlighting the limited supply and high quality of the product are yet to be investigated.
Bireysel Emeklilik Sistemi, ülkemizde son zamanlarda yönetmelik ve mevzuat
değişiklikleri ile teşvik edilen bir sistem olmuştur. Katılımcı sayısının artırılması adına
yapılan bütün uygulamalar incelendiğinde, sistemin sağlam bir mevzuat yapısına sahip
olduğu ve bunun da güven oluşturduğu görülmektedir. Bu güven ve sistemin sağlamış
olduğu karlılık ise müşteri memnuniyetini oluşturmada oldukça etkili bir unsur olarak
değerlendirilebilir. Bu noktadan hareketle bu çalışmada, Bireysel Emeklilik Sistemi
katılımcılarının güven ve memnuniyet algıları incelenmiştir. Müşteri güveninin müşteri
memnuniyeti sağlamadaki etkisinin ele alındığı çalışmada anket tekniği ile birincil
veriler toplanmıştır. Türkiye’de Bireysel Emeklilik Sisteminde katılımcı olan toplam
6.908.478 kişiden kolayda örnekleme yöntemi ile toplam 384 kişilik örneklem
oluşturulmuştur. Toplanan veriler SPSS 24.0 paket programı kullanılarak analiz
edilmiştir. Araştırma sonucunda, katılımcıların güven ve memnuniyet algılarının
ortanın biraz üzerinde olduğu ve müşteri güveninin müşteri memnuniyetini pozitif
olarak etkilediği görülmüştür.
Although customer loyalty has been widely investigated, few studies address the role of customer value and customer satisfaction. Besides, there is still a need for a sound theoretical framework to explain and promote business-customer relationships. This paper aims to contribute to understanding the origin and effect of the concept of loyalty in commercial relationships in the retail industry. To do so, we review and discuss the triggers of loyalty behavior in society. There is a section to explain the elements that produce loyalty behavior in the buyer and its logical sequence. Besides, we address the concepts of value and consumer satisfaction and their association with the customer's post-purchase behavior. This analysis enables a more complete overview of the customer’s behavior and allows to take well-informed actions within the retail market. Besides, it opens the door to future research related to buyer behavior in different environments, such as the digital environment.
Contends that previous research on the expectancy disconfirmation problem has been unjustified in concluding that no disconfirmation effect exists because (a) proper tests for the effect were conducted only for low expectancy Ss and (b) cumulative effects of expectancy disconfirmation comparable to the cumulative effects of winning or losing were never assessed. The present study achieved these ends by unconfounding overall performance expectancy and expectancies, outcomes, and disconfirmations on individual trials. 96 college students were given either high or low overall expectancies and then played a series of 20 games. On each game, Ss made outcome predictions that were confirmed either 25, 50, or 75% of the time, independently of overall expectancies, trial outcomes, and overall feedback. Results show that a loss on a particular trial was less satisfying when unexpected and a win on a particular trial was more satisfying when expected only for Ss with high overall expectancies; cumulative expectancy disconfirmation had a negative effect on all of the Ss. (34 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Reviews interpretations of the effect of expectation and disconfirmation on perceived product performance. At issue is the relative effect of the initial expectation level and the degree of positive or negative disconfirmation on affective judgments following product exposure. Although the results of prior studies suggest a dominant expectation effect, it is argued that detection of the disconfirmation phenomenon may have been clouded by a conceptual and methodological overdetermination problem. To test this notion, 243 college students responded to expectation and disconfirmation measures in a 3-stage field study of reactions to a recently introduced automobile model. These measures were later related to postexposure affect and intention variables in a hierarchical analysis of variance design. Although the results support earlier conclusions that level of expectation is related to postexposure judgments, it is also shown that the disconfirmation experience may have an independent and equally significant impact. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Proposes an explicit definition of consumers' product expectations as pretrial beliefs about the product. Specific expectations about a product characteristic were created by exposing 38 married female consumers to 3 advertisements, each of which described 1 salient attribute of the product (ground coffee). These expectations were then negatively disconfirmed by a controlled trial experience with the product. For a wide range of cognitive variables, the disconfirmation caused negative changes in product evaluations. However, postdisconfirmation evaluations were not so negative as the product ratings of a nondisconfirmed control group that merely evaluated the product in absence of manipulated expectations. Results are consistent with both dissonance and assimilation–contrast theory. (30 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
This study experimentally investigated the effects on product ratings of both overstatement and understatement of product quality. Results support common marketing practice in that overstatement resulted in more favorable ratings and understatement resulted in less favorable ratings.
A field study was conducted providing empirical evidence that variables contained in the Dulany theory popularly adapted by Fishbein are situation bound in their effects on consumer brand purchase intenion and behavior. Six forms of the theory were utilized.
Results of a laboratory experiment indicate that customer satisfaction with a product is influenced by the effort expended to acquire the product, and the expectations concerning the product. Specifically, the experiment suggests that satisfaction with the product may be higher when customers expend considerable effort to obtain the product than when they use only modest effort. This finding is opposed to usual notions of marketing efficiency and customer convenience. The research also suggests that customer satisfaction is lower when the product does not come up to expectations than when the product meets expectations.
Marketing research often finds weak correspondence between purchase intentions and subsequent behaviors. The author claims lack of contextually specific measures is partially responsible. Existent research supports this contention. The study reported empirically compares direct and conditional intentions as predictors of soft drink purchases. The conditional format is more predictive.
Four psychological theories are considered in determining the effects of disconfirmed expectations on perceived product performance and consumer satisfaction. Results reveal that too great a gap between high consumer expectations and actual product performance may cause a less favorable evaluation of a product than a somewhat lower level of disparity.
Presented are findings from research using expectancy value and normative belief measures to predict physician drug brand preference and purchases. Physician prescribing using group depth interviews, attitude instruments, and prescribing panel data were used to test the Fishbein behavioral intentions model. Extensions to the model are presented for marketing applications.
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
Little is known about consumer dissatisfaction in the purchase decision process, when shoppers are seeking information, formulating decision criteria, and choosing what to buy. A study was undertaken to determine whether the incidence of such dissatisfaction is related to demographic, psychological, and behavioral characteristics of shoppers.
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Four psychological theories are considered in determining the effects of disconfirmed expectations on perceived product performance and consumer satisfaction. Results reveal that too great a gap between high consumer expectations and actual product performance may cause a less favorable evaluation of a product than a somewhat lower level of disparity.
Little is known about consumer dissatisfaction in the purchase decision process, when shoppers are seeking information, formulating decision criteria, and choosing what to buy. A study was undertaken to determine whether the incidence of such dissatisfaction is related to demographic, psychological, and behavioral characteristics of shoppers.
Presented are findings from research using expectancy value and normative belief measures to predict physician drug brand preference and purchases. Physician prescribing using group depth interviews, attitude instruments, and prescribing panel data were used to test the Fishbein behavioral intentions model. Extensions to the model are presented for marketing applications.
This study experimentally investigated the effects on product ratings of both overstatement and understatement of product quality. Results support common marketing practice in that overstatement resulted in more favorable ratings and understatement resulted in less favorable ratings.
A field study was conducted providing empirical evidence that variables contained in the Dulany theory popularly adapted by Fishbein are situation bound in their effects on consumer brand purchase intenion and behavior. Six forms of the theory were utilized.
While there is a growing awareness in the field of organizational sociology of the need for longitudinal research, there are few exemplars to serve as guides for those interested in the design of such research. Written to provide an overview of issues in this increasingly important area, this paper begins by developing a working definition of longitudinal organizational research by examining the kinds of advantages that are generally held to derive from it. A distinction is made between research in and research on organizations, and a number of issues in the design of both sorts of longitudinal research are identified. Examples are provided through discussion of an ongoing project currently moving from a cross-sectional to a longitudinal design.
Development of a two-dimensional brand loyalty concept compared to a purely behavioral definition.
Explores the relevance of the concept of adaptation level to a number of areas of psychology, with special reference to motivation, where it has been incorporated into a number of current theories. Harvard Book List (edited) 1971 #364 (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Investigated in a longitudinal study the applicability of the disconfirmation model of consumer satisfaction/dissatisfaction of 243 restaurant customers. The basic model was also extended to test for a relationship between 2 types of disconfirmation. Results support the major hypothesis that satisfaction increases as positive disconfirmation increases (as performance exceeds expectations). (14 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Three levels of expected performance were established by reporting performance independent of actual performance. When performance expectations had been established, performance feedback was varied from the expected levels. These variations in percentiles were: −20, −10, 0, +10, and +20. Satisfaction with performance was a monotonic function of the algebraic difference between expected performance and reported performance at all three performance levels. However, satisfaction was also a function of the level of performance as well as the interaction between level of performance and deviations from expected performance. It was concluded that measures of both the amount of a particular stimulus object and the degree to which this amount differs from what is expected should be used to predict satisfaction.
It was hypothesized that the satisfaction associated with performance is affected less by the comparison of reported performance to expected performance when high or low performance is reported than when average performance is reported. The hypothesis was supported. The results were discussed in relation to the internal and external standards described as part of a subject's frame of reference by the Traditional Model of job satisfaction (Smith, Kendall, & Hulin, 1969).
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