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Product Perceived Quality and Purchase Intention with Consumer Satisfaction
Abstract
The purpose of this study is to measure the impact of product perceive quality on purchase intention with level of satisfaction, for meeting this purpose the data was collected by individually through 122 questionnaires by adopting the convenience techniques. Using statistical software hypothesis shows that these variables have positive significant relationship. Practical contribution shows that this study can be used as a guideline to management and marketers to improve the product quality. Abstract-The purpose of this study is to measure the impact of product perceive quality on purchase intention with level of satisfaction, for meeting this purpose the data was collected by individually through 122 questionnaires by adopting the convenience techniques. Using statistical software hypothesis shows that these variables have positive significant relationship. Practical contribution shows that this study can be used as a guideline to management and marketers to improve the product quality.
... Hence, business managers should be attentive to consumers' perception biases, ensuring product quality is accurately evaluated. This entails focusing on esthetics and quality and ensuring live broadcasters offer clear explanations to consumers (Saleem et al., 2015). ...
... The greater the perceived product quality, the higher user satisfaction is, as these two factors positively correlate (Tsiotsou, 2005). Enterprises can influence and enhance the perception of product quality by emphasizing the perceived value of their offerings and consequently elevating customer satisfaction (Saleem et al., 2015). Consumers are more inclined to purchase high-quality items during their shopping experiences. ...
... Highly satisfied customers are more likely to develop loyalty. When choosing among similar products, they will prioritize the brand of the company they are loyal to (Saleem et al., 2015). If customers are satisfied with a product and service while participating in a live broadcast, their inclination to make immediate or future purchases will notably increase demonstrating the positive connection between satisfaction and loyalty (Hur et al., 2013). ...
Consumer loyalty is crucial to a company’s performance and significantly influences its development trends. Customer trust and satisfaction form the foundation for establishing consumer loyalty, with perceived value, perceived quality, and service quality serving as prerequisites for gaining this trust and satisfaction. However, the extent to which live broadcasts can be effectively utilized for brand marketing to improve consumer loyalty has not been fully explored. Thus, this study aims to examine how live broadcasters and brand image can increase consumer loyalty. Based on 266 data surveys collected from live streaming users, our statistical analysis reveals that brand image and broadcaster influence are vital in promoting perceived value, perceived quality, and service quality to further increase customer trust and satisfaction, thereby enhancing consumer loyalty. Our findings also provide theoretical and practical insights into improving customer loyalty.
... Persepsi kualitas merupakan penilaian konsumen mengenai keunggulan produk yang didasarkan pada persepsi subjektif (Erdoğmuş & Büdeyri-Turan, 2012). Niat membeli konsumen ditentukan oleh kualitas produk, dimana jika kualitas produk tinggi maka niat membeli konsumen terhadap produk juga tinggi (Saleem et al., 2015). Karena itu, persepsi kualitas berpengaruh terhadap niat membeli (Kar et al., 2018). ...
... ). Kualitas yang dirasakan juga merupakan karakteristik subjektif yang penting, serta petunjuk informasi dan perilaku yang disadari (Ansari & Riasi, 2016). Persepsi kualitas mempunyai dampak langsung pada niat membeli (Musharraf & Ali, 2013;Tsiotsou, 2006;Mirabi et al., 2015;Li et al., 2013;Kar et al., 2018;Younus et al., 2015;Quintal et al., 2016;Saleem et al,. 2015;Saeed & Grunert, 2014;Jalilvand et al., 2011). ...
... Sebelum melakukan pembelian sebuah produk, konsumen mempunyai beberapa persepsi tentang kualitas, produk, dan harga (Saleem et al., 2015). Setelah menggunakan produk, niat beli konsumen bisa meningkat atau menurun. ...
One of the creative industries that is developing in West Sumatra is the weaving craft, which is a fabric making with the simple principle of combining yarn lengthwise and transversely. The purpose of this research is to find out perceived packaging, perceived value, perceived quality dan purchase intention on Kubang H.Ridwan BY weaving in Lima Puluh Kota Regency. Descriptive type is used to find out and be able to explain the characteristics of the variables studied in a situation, with a sample size of 95 respondents. The unit of analysis in this study is consumers who have or have never transacted with Kubang H.Ridwan BY weaving, but are familiar or know about Kubang H.Ridwan BY weaving. The frequency distribution of research data is processed using Microsoft Office Excel 2007 applications. The results of the study provide several implications and recommendations for the Kubang H.Ridwan BY weaving business, so that the purchase intention of consumers and prospective consumers increases.
... According to Stylidis et al. (2020), marketing strategy creates better understanding of consumers' requirements in order to provide valuable products to them. Saleem et al. (2015) were of the view that perceived product quality is the summation of product perception and product expectations. This strategy has been found to directly influence the purchase intentions of consumers. ...
... Previous studies have also been conducted in different study areas with minimal focus on consumers of Maggi seasoning products within the Tamale municipality. Saleem et al. (2015) measured how a product's perceived quality affects the purchasing intention of 122 randomly sampled consumers. Data were appropriately gathered through questionnaires but the sampled respondents were inappropriately done using convenient sampling. ...
... This result implies that perceived product quality plays a weak role in contributing to improving the purchasing behaviors of consumers of Maggi products within the Northern region, especially Tamale metropolis of Ghana. This finding is empirically supported by Imaningsih (2018), Konuk (2018), Brata et al. (2017) and Saleem et al. (2015). Imaningsih (2018), for instance, found perceived product quality to be significantly correlated with consumers' intention to purchase Honda H-RV. ...
... This chapter explores the link of product intelligence to consumer satisfaction through the innovation attributes of relative advantage, compatibility and complexity (Saleem et al. 2015). Also, this chapter considers practical and theoretical implications and identifies future research directions. ...
... It will first and foremost be about the experience-and customer satisfaction-a company can provide. Customer experience become more than content marketing, more than mobile, more than personalization and more than social (Rouhiainen 2016). Experience-and by extension, satisfaction-challenged some very heavy hitters. ...
... Here is what Rocco Baldassarre said in an Entrepreneur article about using transparency to keep clients happier: "Customer loyalty increases also based on how mistakes are being handled. Studies show that up to 70 per cent of unhappy customers transform into loyal customers if the mistake has been fixed exceeding their expectations" (Rouhiainen 2016). People appreciate this level of transparency, and when they know their voice is being heard, it gives them more incentive to share their opinion. ...
Despite the growing interest among the scientific community regarding the power of subconscious, the current research did not find any evidence of its superiority over consciousness in generating positive consumer experience. This study shows that researches in subliminal messages have been set to work towards a set of pre-defined results and can only be used to generate some insignificant changes in social behaviour. Such behaviour is elicited only in laboratory conditions with specific situational variables. Interpretation of the existing corpus of the literature shows that subliminal messages can create negative experience which leads to hostile behaviour like derogatory comments on an African by an American citizen when the latter was primed with negative subliminal messages. Positive priming on the other hand showed weak presence in behaviour. However, research in the field of subliminal messages is required to inspect whether it is capable of improving mental health as indicated by few researches. Further exploration is required to prevent subliminal abuse. As indicated in the current study, subliminal messages when used in commercials are not capable of making a significant increase in sales figures when compared to supraliminal messages. Such messages and their wide-spread broadcast are not ethical because of the advertiser’s inclinations to use lascivious, disparaging or satanic stimuli which can lead to fatal outcomes like alleged suicide of a 10-year old boy. Positive experience or happiness is a subjective feeling and is generated by supraliminal messages which has been shown in the study to rely heavily on consciousness.
... Perceived quality is the evaluation of the consumer's current consumption experience upon the overall excellence of products (Baker & Crompton, 2000). Saleem et al. (2015) stated that the perceived quality of a product strongly had a positive relation with purchase intension. Similarly, a positive direct influence of perceived quality was observed by Das (2015). ...
... The resulting estimated model and the multiple regression results illustrated in Table 04 explains that PQ positively influenced the CPI at 5% significant level, thus when a consumer perceived more about the quality of a herbal product higher purchase intension towards the product. And the finding in line with the observation of Saleem et al., (2015). The finding reveals that the quality of the herbal product is a crucial factor in increasing purchase intension. ...
... A main promotional objective of the business should be ensuring consumers that they are getting good quality from the business. Managers should not only concentrate on product quality in competitive markets, which is only one side of the purchasing equation but also carefully evaluate their satisfaction, which will be expressed in the purchase intention appraisal of customers (Saleem et al., 2015). The CPI was significantly (p<0.05) ...
Consumer Purchase Intension (CPI) on the herbal product need to be investigated as it is one of the growing businesses against increasing competition. In this research, internal and external factors influencing the purchasing intention of consumers for herbal products were investigated. A self-administrated structured questionnaire was provided to 330 customers visited 50 prominent herbal stores in Sri Lanka using a convenient sampling technique. The collected data were subjected to test the construct validity and reliability of the data. Subsequently, the correlation and multiple regression analysis were carried out to find the association factors between CPI and other internal and external factors related to the customers of herbal products and their impacts. The results have shown that the data set was valid and reliable for ensuring analysis results. The positive strong significant (p<0.05) relationship was observed between CPI and perceived quality, value, price, and advertisement whereas significantly (p<0.05) negative relationship was shown by perceived risk. Further, the study found that perceived quality, risk, price, and trust were the significant influential factor in purchasing herbal products intensively. Therefore, herbal production firms can do all of their activities to improve the perceived quality of customers and reduce the perceived risk. Companies can produce products and develop new or existing herbal products through their Research and Development (R&D) department to diversify their products from their potential competitors. Besides, perceived risk can be minimized by distributing free samples to new consumers. Companies can use new pricing techniques as psychological pricing. And by using brand endorsers to advertise the product, the organization will raise trust in the product.
... As per Han and Hyun (2015), quality alludes to general impressions of the patrons with respect to the relative brilliance/prevalence of an item/service and its exhibitions over contending items/services and their execution. As suggested in this definition, the idea of quality incorporates people's observation/insight (Saleem, Ghafar, Ibrahim, Yousuf, & Ahmed, 2015). In much of the research conducted in the areas of marketing, travel industry and consumer behavior, the expression "quality" is therefore frequently conversely utilized with "perceived quality". ...
... Benefactors' aims and practices profoundly depend on the satisfaction assessment of their general encounters with item/service characteristics (Singh & Sirdeshmukh, 2017). As indicated by Saleem et al. (2015), consumer satisfaction is " an overall evaluation of performance based on all prior experiences with a firm ". This fulfilment accordingly does not have quite the same affect as principles whose core idea includes satisfaction in emotional reactions (Chiappa et al., 2014;Pietro et al., 2015). ...
... People's post-buy practices are exceptionally connected with expectations for such practices, and in this manner behavioral aims are seen as a noteworthy marker of genuine customer practices (Goetz et al., 2014;Saleem et al., 2015). Han and Woods (2014) characterized behavioral aims as buyers' expressed probability to direct a specific conduct. ...
This study examined the relationship amongst quality, image congruence, affective encounters, commitment and satisfaction. The study was carried out with the help of a survey that was conducted at art museums in a metropolitan city of Thailand. Construct validity and reliability for the survey measures was conducted and found to be satisfactory. A total of eight proposed hypotheses were supported among the nine proposed direct relationships. The moderating impact of involvement on the links among commitment, quality, behavioral goals and satisfaction was also supported by the outcome of the model evaluation for invariance. It was also found that when the involvement level of the individuals visiting a museum is high then there would be greater strength between the relationships of these variables.
... Lebih lanjut, Aaker, (2009) berpendapat bahwa kualitas produk yang tinggi dapat membangun loyalitas merek dan memungkinkan perusahaan untuk menetapkan harga premium. Studi empiris yang dilakukan oleh Saleem et al., (2015) menunjukkan adanya hubungan positif yang signifikan antara kualitas produk dan keputusan pembelian konsumen di berbagai kategori produk. Oleh karena itu, perusahaan ritel seperti supermarket perlu memastikan bahwa konsumen menawarkan produk-produk berkualitas tinggi untuk memenuhi ekspektasi konsumen yang semakin meningkat dan mendorong keputusan pembelian positif. ...
... Temuan ini sejalan dengan teori yang dikemukakan oleh Kotler & Armstrong, (2018), yang mendefinisikan kualitas produk sebagai karakteristik produk atau layanan yang bergantung pada kemampuannya untuk memuaskan kebutuhan pelanggan. Hasil penelitian ini juga konsisten dengan studi yang dilakukan oleh Saleem et al., (2015) yang menemukan bahwa kualitas produk berpengaruh positif dan signifikan terhadap keputusan pembelian konsumen. Penelitian ini memperkuat konsep yang dikemukakan oleh Garvin, (2012) mengenai delapan dimensi kualitas produk, di mana kelima indikator yang digunakan dalam penelitian ini mencakup sebagian besar dimensi tersebut. ...
Penelitian ini bertujuan untuk menganalisis pengaruh harga dan kualitas produk terhadap keputusan pembelian konsumen di Supermarket XY Kota Mataram. Metode yang digunakan adalah pendekatan kuantitatif dengan jenis explanatory research untuk menjelaskan hubungan kausal antara variabel independen (harga dan kualitas produk) dan variabel dependen (keputusan pembelian). Pengambilan sampel dilakukan menggunakan teknik purposive sampling, dengan kriteria responden yang telah melakukan pembelian minimal dua kali dalam tiga bulan terakhir. Data primer dikumpulkan melalui kuesioner dengan skala Likert 1-5, sedangkan data sekunder diperoleh dari studi literatur dan data internal Supermarket XY. Analisis data dilakukan dengan menggunakan regresi linear berganda. Hasil penelitian secara parsial dan simultan menunjukkan bahwa harga dan kualitas produk berpengaruh positif dan signifikan terhadap keputusan pembelian konsumen, dengan nilai R Square sebesar 0,611, yang berarti 61,1% variasi keputusan pembelian dijelaskan oleh kedua variabel tersebut. Koefisien regresi menunjukkan bahwa kualitas produk memiliki pengaruh yang lebih besar dibandingkan harga terhadap keputusan pembelian.
... According to (Armstrong, 2004) "product quality is the ability to show a product in its functionality, it including the overall quality, efficiency, performance, ease of service, and repair products are also other product attributes". Perceived product quality has a significant effect to purchase intention (Asma Saleem, 2015). Based on (Asma Saleem, 2015), the buyer's intention decreases or increases after using the product, which is related to product consistency. ...
... Perceived product quality has a significant effect to purchase intention (Asma Saleem, 2015). Based on (Asma Saleem, 2015), the buyer's intention decreases or increases after using the product, which is related to product consistency. If the product quality is good, the intent of the customer to purchase is also high, and vice versa. ...
As the social economy continues growing, Fresh fruit and vegetable delivery system have been
expanding extremely rapidly in developing countries for the past decade. The role of the delivery
system in the delivery of fruits and vegetables in developing countries has risen in recent years.
The growth in the delivery system was most influential in Somalia, Kenya, and Ethiopia.
Electronic commerce, also known as ecommerce is a type of industry where buying and selling
of a product is conducted over electronic systems such as the internet. The Automation on Fresh
Fruit and Vegetable delivery system is a mobile application intended for online retailers. The
main objective of this application is to make it interactive and its ease of use. The user can then
view the complete specification of each product. They can also view the product reviews and
also write their own reviews. This report will show the whole process of creating the application,
starting by the design phase, and then showing the final result, by explaining the different
technologies used.
... Temuan penelitian terdahulu telah mengungkapkan bahwa variabel kualitas produk memengaruhi minat konsumen untuk membeli, karena kualitas produk akan memberikan pengalaman baik pada konsumen sehingga akan membangun minat untuk pembelian ulang (Hariyanti, 2011;Saleem et al., 2015), kualitas produk memiliki dampak tertinggi pada niat beli pelanggan (Mirabi et al., 2015). Konsumen akan bersedia membeli karena mempertimbangkan kualitas produk, dan bersedia membeli dengan harga tinggi karena kualitas produk tersebut (Ghali-Zinoubi & Toukabri, 2019). ...
... Hasil tersebut telah menjawab fenomena sebelumnya yang mengarah pada kualitas produk terhadap minat beli produk roti bolu Dinawa Magetan. Temuan ini sejalan penelitian sebelumnya bahwa kualitas produk terhadap minat beli memiliki pengaruh positif dan signifikan (Ghali-Zinoubi & Toukabri, 2019;Hariyanti, 2011;Mirabi et al., 2015;Saleem et al., 2015).. Dalam hal ini dapat diartikan bahwa semakin tinggi kualitas pada suatu produk, maka semakin tinggi juga minat konsumen untuk membelinya. ...
The research is to examine and determine the effect of product quality and price perception on purchasing decisions, as well as to examine the role of buying interest as a mediation. This type of research is quantitative research, the number of samples used is 100 customers of UMKM Roti Bolu Dinawa Magetan, which is taken by purposive sampling method. Collecting data using a questionnaire with direct distribution to respondents. The questionnaire was prepared using a 5-point Likert Scale, and data analysis using Path Analysis. The results of the study reveal that product quality has no effect on purchasing decisions through buying interest. If product quality increases, buying interest and purchasing decisions for Roti Bolu Dinawa will also increase.
... Perceived quality is the consumer's subjective evaluation of a product's attributes, influenced by intrinsic factors (such as flavour, colour, texture and sweetness) and extrinsic factors (including price, packaging, labelling and brand name) (Carneiro et al., 2005;Balestrini & Gamble, 2006); this study focuses on the extrinsic aspects. Higher perceived quality not only correlates with stronger purchase intentions (Bredahl, 2001;Muhammad et al., 2015;Vo & Nguyen, 2015) but also builds consumer trust (Chen & Chang, 2013;Marakanon & Panjakajornsak, 2017). Moreover, the interplay between brand familiarity and perceived quality further enhances purchase intentions (Spielmann, 2014;Smith et al., 2017), with research confirming that increased familiarity boosts perceived quality and, in turn, the likelihood of purchase (Giacalone et al., 2015;Giacalone & Jaeger, 2016). ...
The present study aims to illustrate how schema theory can serve as a cohesive framework for understanding consumers’ preferences for wine labels. It explores the impact of humorous wine labels on consumers' purchase decision processes. Additionally, the role of familiarity bias is investigated using producer-name labels. A total of 360 Greek participants were surveyed online and exposed to combinations of humorous, nature-related, and producer-name labels. Responses were assessed in terms of perceived quality, purchase intention, and willingness to pay the quoted price. The findings revealed that humorous labels negatively affected perceived quality and purchase decisions, supporting schema theory. Following the familiarity bias, familiar producer names positively influenced buying and payment intentions. This study employs a cognitive framework to enhance the understanding of consumers’ buying decision patterns in the context of wine labels.
... Perceived quality is the consumer's subjective evaluation of a product's attributes, influenced by intrinsic factors (such as flavour, colour, texture and sweetness) and extrinsic factors (including price, packaging, labelling and brand name) (Carneiro et al., 2005;Balestrini & Gamble, 2006); this study focuses on the extrinsic aspects. Higher perceived quality not only correlates with stronger purchase intentions (Bredahl, 2001;Muhammad et al., 2015;Vo & Nguyen, 2015) but also builds consumer trust (Chen & Chang, 2013;Marakanon & Panjakajornsak, 2017). Moreover, the interplay between brand familiarity and perceived quality further enhances purchase intentions (Spielmann, 2014;Smith et al., 2017), with research confirming that increased familiarity boosts perceived quality and, in turn, the likelihood of purchase (Giacalone et al., 2015;Giacalone & Jaeger, 2016). ...
The present study aims to illustrate how schema theory can serve as a cohesive framework for understanding consumers’ preferences for wine labels. It explores the impact of humorous wine labels on consumers' purchase decision processes. Additionally, the role of familiarity bias is investigated using producer-name labels. A total of 360 Greek participants were surveyed online and exposed to combinations of humorous, nature-related, and producer-name labels. Responses were assessed in terms of perceived quality, purchase intention, and willingness to pay the quoted price. The findings revealed that humorous labels negatively affected perceived quality and purchase decisions, supporting schema theory. Following the familiarity bias, familiar producer names positively influenced buying and payment intentions. This study employs a cognitive framework to enhance the understanding of consumers’ buying decision patterns in the context of wine labels.
... Customers' desire to purchase a product may increase or decrease after using it. Product quality has a signi�icant impact on a consumer's purchasing decision because these are direct relationships that have an effect on one another (Saleem et al., 2015). Ultimately, whether or not customers' expectations have been met depends on how consumers perceive the products. ...
The infant and maternity market in Indonesia is expected to expand in the coming years as a result of rising purchasing power. This study aims to examine the effect of service quality, product quality, and innovation on customer satisfaction, as well as the influence of advocacy on SMEs baby shop customers in Indonesia. Purposive sampling was utilized to collect a total sample of 112 responses from Jabodetabek customers. The data used to test the hypotheses were obtained through a questionnaire and processed quantitatively using SPSS and SEM PLS. The study find that there are positive effect on service quality, product quality and innovation to customer satisfaction. Also there is positive effect on product quality, innovation, customer satisfaction to advocacy. Just one hypothesis that rejected, that is no effect for service quality to advocacy. This study focus on examine which variable impacted the most to customer satisfaction and advocacy trait toward SMEs baby shop business in Jabodetabek. Through discussion and finding of this research, SMEs business owner can optimize their capital spending more effective yet efficient by defining which priority they had to make for expanding business.
... Product quality is a determining factor for customer satisfaction after purchasing. Consumers will evaluate by comparing the quality of products that have been consumed or used with consumer expectations (Saleem et al., 2015). Muliasari (2020) conducted previous research on the effect of product price and quality on purchasing decisions. ...
This study aims to analyze and explain the result of 1) customer satisfaction over digital marketing; 2) customer satisfaction over product quality; 3) purchasing decisions over digital marketing; 4) purchasing decision over product quality; 5) customer satisfaction with purchasing decisions; 6) digital marketing on purchasing decisions through customer satisfaction; 7) purchasing decisions on product quality through customer satisfaction. A type approach used in this study is a quantitative approach method. The targeted people in this study are Makassar citizenship which has accounts and users of Shopee services. This study used purposive sampling with a type of judgment sampling is 95 samples. The data is collected by distributing questionnaires to students of Office Automation Management. This study uses the Structural Equational Modeling Partial Least Square (SEM-PLS) analysis method. The study result found: 1) a significant result in customer satisfaction over digital marketing; 2) a significant result in customer satisfaction over product quality; 3) a significant result in purchasing decisions over digital marketing; 4) a significant result in purchasing decision over product quality; 5) a significant result on purchasing decisions customer satisfaction; 6) through customer satisfaction, digital marketing has a significant impact on purchasing decisions; 7) customer satisfaction has a significant impact on purchasing decisions due to product quality.
... Product quality is a determining factor for customer satisfaction after purchasing. Consumers will evaluate by comparing the quality of products that have been consumed or used with consumer expectations (Saleem et al., 2015). Muliasari (2020) conducted previous research on the effect of product price and quality on purchasing decisions. ...
... Product quality is a determining factor for customer satisfaction after purchasing. Consumers will evaluate by comparing the quality of products that have been consumed or used with consumer expectations (Saleem et al., 2015). Muliasari (2020) conducted previous research on the effect of product price and quality on purchasing decisions. ...
... Quality value is a consumer's subjective evaluation of the physical characteristics of a luxury good (Agyekum et al., 2015), which influences the consumer's purchase intention (Saleem et al., 2015). Wiedmann et al. (2007) found that consumers generally assume luxury products offer superior quality and performance compared to non-luxury brands. ...
This research aims to determine the Chinese millennials’ dominant value perception on their purchase intention of luxury fashion goods. A survey was used to analyse the importance of luxury values such as quality, uniqueness, self-expression, prestige, and brand image when purchasing luxury fashion handbags. Analytical hierarchy process (AHP) was performed to measure the priority of the values. The results indicate that self-expression (e.g. of self-image and aesthetic beauty) is the most dominant value for Chinese millennial participants when purchasing luxury fashion handbags, whereas the prestige value (i.e. the conspicuous presentation of a social identity) has less influence on their purchase intention. This research provides new insight into consumers’ luxury value perceptions, consumers’ luxury value priorities, and the influence of luxury values on consumers’ purchase intention toward a luxury good. This study contributes to luxury fashion businesses and product developers a better understanding of the Chinese millennial consumers’ luxury values, which can contribute to product design development and marketing strategies. This study’s results were limited to five luxury values, and further research can draw additional results by evaluating other relevant values.
... Gamma et al.,2018 found that the intention to buy is significantly influenced by perceived Quality. Likewise, Ibrahim and Saleem (2015) and Lomboan (2017) also show perceived Quality's positive and meaningful impact on purchase intention. Hence, it was assumed: H5a: Product's Perceived Quality (PQ) mediates the impacts of EQUAN on PI. ...
... Research on the effect of the perceived quality of the product on product satisfaction indicates that it is significant (Tsiotsou, 2006;Saleem et al., 2015). More specifically, results from Tsiotsou's (2006) research indicate that shoppers' perceived quality has a direct and indirect effect via overall satisfaction on purchase intentions. ...
... 3) Perception of Quality is the consumer's assessment of the added value contained in a product (Khan et al., 2015). Consumers usually evaluate the quality of a brand based on previous feelings and experiences (Ibrahim & Saleem, 2015). Consumers mostly perceive perceived quality as a product concept and service feature that a brand has (Khan et al., 2015). ...
This study aims to examine the relationship between Marketing Mix, Brand Equity with Purchase Decisions, and Loyalty with Digital Wallets to reinforce the relationship between Brand Equity and purchasing decisions. This research is included in cross-sectional research because it was conducted at a particular time and was not compared with other studies. The sample selection technique used non-probability sampling, namely convenience samples, and questionnaires were distributed via e-link via Whatsapp and Facebook. The sample of this study is the population aged 17 years and over who live in Jakarta, Bogor, Depok, Tangerang, and Bekasi. The number of research samples is 271 respondents. This study uses a simultaneous equation approach model with two-stage least square (2SLS) estimation techniques and data processing with SPSS version 26.00. The results showed that marketing mix, brand equity, and customer loyalty positively and significantly affected customer satisfaction. Digital wallets played a moderating factor, statistically, do not influence purchasing decisions. Purchase decisions and customer satisfaction positively and significantly influence customer loyalty. The findings of this study are that in improving smartphone purchasing decisions, the best effort is to prioritize aspects of the marketing mix and brand equity. The digital wallet is not a factor that drives consumer purchasing decisions. Furthermore, customer loyalty can be built in the long term through efforts to optimize purchasing decisions and customer satisfaction
... Research on the effect of the perceived quality of the product on product satisfaction indicates that it is significant (Tsiotsou, 2006;Saleem et al., 2015). More specifically, results from Tsiotsou's (2006) research indicate that shoppers' perceived quality has a direct and indirect effect via overall satisfaction on purchase intentions. ...
... (Aaker, 1992). Because customers may have a perception about the superiority of a brand and it ensures customers about reliability and durability of its products (Saleem et al., 2015). Furthermore, brand associations may enable the customer to immediately remember that brand and create a positive attitude towards the products of that brand (Phong et al., 2020). ...
... Product quality:Perceived quality is the consumer's assessment of a brand's overall excellence based on intrinsic (performance and durability) and extrinsic cues (brand name) (Asshidin, et al., 2016) to provide value to consumers, a reason to buy, and differentiate the brand from competing brands. The perceived quality of a product has been found to have a significant positive effect on purchase intention (Saleem, et al., 2015). Besides, Asshidin et al. (2016) also found that perceived quality significantly affects consumers' purchase intention for the US and local products in a positive way. ...
Understanding the repeat purchasing intentions of Vietnamese consumers with luxury goods, especially fashion goods, to meet the increasing needs and desires of consumers. Research on luxury fashion has been carried out across countries around the world, but these findings cannot be generalized to Vietnam because of consumer perceptions of the products. Luxury products can vary due to time, space, and cultural factors. The sampling method used in the survey covers the majority of luxury fashion consumers in two big cities, Hanoi and Ho Chi Minh. Secondary data was collected from 2019 to 2020. Primary data collected through direct interviews are 384 customers by random selection. The results show that customers' perceived value is affected by 6 factors: Celebrity, (2) Product packaging, (3) Brand image, (4) Product quality, (5) Product Value, (6) Consumer experience, and Intention to repeat purchase of luxury fashion.
... Learning the total product by looking at quality is very important for a product. A product with many variant levels will make a lower assessment, resulting in increased buying interest (Saleem et al., 2015). ...
This study aims to determine and analyze the relationship between Consumer Ethnocentrism, Country of Origin, Purchase Intention, and Perceived Quality in local cosmetics of Indonesian products. This research will be conducted by the explanatory research method. The population of this study is women in Malang who already know the products of MAKEOVER but have never purchased the product. The sample from this study amounted to 186 respondents. This study, the number of variables studied as many as four variables, namely consumer ethnocentrism, country of origin, perceived quality, and purchase intention. This study was conducted to dispel the assumption that genuine local products, especially Indonesian cosmetics, are still often judged to be inferior to imported products. The data collection techniques in this study were conducted through questionnaires and documentation. The technique used in taking the sample was non-probability sampling using quota sampling from prospective consumers. Data analysis techniques used through validity tests use Confirmatory Factor Analysis (CFA) instrument validity tests, reliability tests, and Partial Least Square (PLS) approach with Smart PLS 3 software. The results showed that consumer ethnocentrism owned by women in Malang is a prospective consumer of local products has led to the interest in purchasing MAKEOVER products as opposed to imported cosmetic products, an exciting finding in this study because the high ethnocentric spirit does not make people want to buy local products, further findings that a good image of the country of origin is proven to influence the buying interest of prospective consumers and also proven to be a good antecedent between consumer ethnocentrism and purchase intention than perceived quality managed to be the primary mediation between consumer ethnocentrism and purchase intention in local products. Based on the result of this study, the company must compete with imported products by increasing the ethnocentrism campaign to its consumers so that it can create continuous purchase intentions in many ways.
... De acordo com Kartz (1960), as atitudes dos consumidores expressam valores positivos, que geram satisfação por meio das identidades dos indivíduos. Assim, uma vez que a atitude é uma avaliação favorável ou desfavorável que a pessoa faz de seu comportamento, ela precede e produz o comportamento (CARO et al., 2011) e, consequentemente, uma satisfação refletida como o sentimento interno do consumidor (SALEEM et al.,2015). Portanto, sugere-se que a atitude de compra em e-commerce pode exercer um efeito positivo sobre a satisfação do consumidor em e-commerce. ...
Analisou-se a influência da qualidade percebida, da atitude de compra e da satisfação na intenção de compra, mediante uma survey, aplicada a 350 consumidores, por meio da técnica PLS-SEM. Tem-se que a satisfação influenciou positivamente na intenção de compra, não sendo possível corroborar a relação direta entre qualidade percebida e intenção de compra. Este último resultado aponta para novas possibilidades de estudo, envolvendo uma possível mediação do construto atitude de compra. A qualidade percebida influenciou na atitude de compra e na satisfação. Notou-se, também, que a atitude de compra influenciou na satisfação. Como contribuição, tem-se uma compreensão ampla do comportamento do consumidor em compras online, em pequenos municípios, uma vez que a quantidade reduzida de lojas leva os consumidores a buscarem melhores opções de compras no e-commerce. Metodologicamente esse estudo contribui pela utilização de uma abordagem pouca empregada na proposição de modelos que envolvam os antecedentes de e-commerce.
... The customers have some perception regarding the product quality, price and styles while going to purchase it (Saleem et al., 2015). But in the mobile marketing campaigns, the marketers have an opportunity to go beyond advertising and build relation with the customers. ...
... ( Ratasuk & Gajesanand, 2 0 2 0 ) . High-quality products can fulfill customers and create positive attitudes towards companies and brands ( Saleem et al. , 2015). As a consequence, it drives customers to revisit stores and repeat their purchases (Sari & Giantari, 2020) Asian Administration and Management Review (e-ISSN: 2730-3683) [13] Volume 4 Number 2 (July -December 2021) ...
... Prior study conducted by Asshidin et al. (2016) found out that there's a positive impact of perceived quality on purchase intention. On the other hand, Saleem et al. (2015) also found similar results in which in Pakistani laptop-sector, consumers' perceived quality toward the product could positively and significantly affect consumers' purchase intention toward the brand and company. Moreover, Yan et al. (2019) also found out that perceived quality plays an integral role in affecting and determining consumers' purchase intention toward a product in the Chinese private-label sector. ...
This paper was written to understand which factors play a significant and important role in determining consumers' intention to purchase batik in Indonesia and Malaysia. This study implements the survey method, with questionnaires as the tools which had been used to collect all of the data required in this study. A total of 208 samples were collected in Indonesia, while a total of 204 samples were collected in Malaysia. All the respondents were those who have bought, used, or purchased batik for the past two years. After collecting all the data required in this study, the data were then analysed using PLS-SEM method in order to understand and gather some important information regarding the relationships between variables assessed in this study. After analysing all data, it can be concluded that in Indonesia, only perceived value has a direct and significant impact on purchase intention, while in Malaysia, only perceived quality has a significant and positive impact toward purchase intention through trust.
... Prior study conducted by Asshidin et al. (2016) found out that there's a positive impact of perceived quality on purchase intention. On the other hand, Saleem et al. (2015) also found similar results in which in Pakistani laptop-sector, consumers' perceived quality toward the product could positively and significantly affect consumers' purchase intention toward the brand and company. Moreover, Yan et al. (2019) also found out that perceived quality plays an integral role in affecting and determining consumers' purchase intention toward a product in the Chinese private-label sector. ...
... Product perceived quality directly influences the purchase intention (Saleem et al., 2015), and it appears to be one of the most important constructs in marketing (Tsiotsou, 2005). Nonetheless, other segments of a product's value chain can benefit from this knowledge, especially those connected to planning and production. ...
... Perceived quality is defined as customer perception towards superiority of brand and its performance when compared to other competing brands (Aaker, 1996). Researchers believed that quality is a psychological assessment that depends on perceptual gap between tourist's expected level of experience and actual level of experience (Saleem et al., 2015). Many researchers in the past have referred perceived quality as a variable to measure brand equity in tourism field (Baalbaki & Guzman, 2016;Boo et al., 2009). ...
Tourism industry is a part of an important sector that contributes to the economic development of any country in an effective way such that the tourism stakeholders are taking efforts to develop sustainable tourism practices in order to preserve the future generation needs and hold their perception towards environment. Extant research on environmental sustainable practices has treated ‘Green’ tourism as local environmental awareness and conservative activities, failing to identify the differences in the way tourist choose destination based on green attributes and how these attributes affects the destination marketing. This study addresses this gap by exploring the relationship among attributes of green tourism and green trust and their impact on destination brand equity. Moreover, an important variable, green washing, is used to measure the moderation effects in the relationships proposed. Analysis was based on a sample of 739 Indian tourists having visited three eco-friendly destinations. Partial least square structural equation modeling (PLS-SEM) technique exhibited the impact of green service attributes (green service delivery and green service support except green service policy) on green trust with significant moderation interaction effects from green washing and finally the consequent affect on destination brand equity.
... Chất lượng sản phẩm: Chất lượng cảm nhận có thể được định nghĩa là đánh giá của người tiêu dùng về sự xuất sắc chung của thương hiệu dựa trên nội tại (hiệu suất và độ bền) và tín hiệu bên ngoài (tên thương hiệu) (Asshidin, Abidin, & Borhan, 2016) cung cấp giá trị cho người tiêu dùng, lý do để mua và phân biệt thương hiệu với các thương hiệu cạnh tranh. Chất lượng cảm nhận của một sản phẩm đã được tìm thấy có ảnh hưởng tích cực đáng kể đến ý định mua hàng (Saleem, Ghafar, Ibrahim, Yousuf, & Ahmed, 2015). Bên cạnh đó, Asshidin và cộng sự (2016) cũng nhận thấy rằng chất lượng cảm nhận ảnh hưởng đáng kể đến ý định mua hàng của người tiêu dùng đối với các sản phẩm của Mỹ và địa phương theo hướng tích cực. ...
Nghiên cứu các yếu tố ảnh hưởng đến ý định mua lặp lại sản phẩm trị nám của phụ nữ tại Thành phố Hồ Chí Minh từ đó đưa ra các đề xuất hàm ý quản trị giúp cho khách hàng của các công ty nâng cao ý định mua lặp lại sản phẩm trị nám tại Thành phố Hồ Chí Minh. Quá trình nghiên cứu đã khảo sát 370 người tại các cửa hàng mỹ phẩm và đã chọn lọc ra được 354 người có phiếu trả lời hợp lệ. Kết quả nghiên cứu đã phát hiện 05 yếu tố ảnh hưởng tới ý định mua lặp lại sản phẩm trị nám của phụ nữ tại Thành phố Hồ Chí Minh, đó là: Người nổi tiếng (X1), Giá sản phẩm (X2), Bao bì sản phẩm (X4), Chất lượng sản phẩm (X5), Độ tuổi (X6). Trong đó, X2 (β=0.281), X6 (β=.192) là hai yếu tố tác động mạnh nhất tới ý định mua lặp lại sản phẩm trị nám của phụ nữ tại Thành phố Hồ Chí Minh. Kết quả nghiên cứu đã gợi ý một số hàm ý quản trị quan trọng cho các công ty nhằm nâng cao ý định mua lặp lại sản phẩm trị nám của phụ nữ tại Thành phố Hồ Chí Minh.
... Apesar da variedade de definições, a satisfação do consumidor engloba alguns componentes comuns aos estudos sobre o tema. De modo geral, sabe-se que: a) a SC é um tipo de resposta, portanto tem cunho emocional e/ou cognitivo; b) essa resposta está relacionada a um foco particular, como o produto adquirido ou a experiência de consumo; e c) a reação ocorre após a escolha ou ao consumo em si, e é baseada na experiência acumulada (Giese & Cote, 2000;Saleem, Ghafar, Ibrahim, Yousuf, & Ahmed, 2015). ...
O modelo American Customer Satisfaction Index (ACSI) mede as dimensões qualidade percebida, expectativa do consumidor, valor percebido e recuperação de falhas na satisfação e lealdade dos consumidores. O objetivo, neste estudo, foi entender o papel da inovação percebida em serviço na explicação da lealdade. Utilizamos o modelo ACSI para mensurar a lealdade do consumidor de serviços em uma amostra de 232 clientes de academias de ginástica, com mensuração da inovação percebida pelos mesmos. As variáveis explicaram a satisfação e lealdade dos clientes, exceto a qualidade percebida, que não apresentou significância na explicação da satisfação. A inovação percebida, incorporada ao modelo, mostrou ser antecedente relevante na explicação da lealdade do consumidor de serviços.Palavras-chave: satisfação e lealdade do consumidor, modelo ACSI, inovação percebida.
... Konsumen yang mengadopsi informasi eWOM akan cenderung memiliki niat pembelian pada sebuah produk (Erkan & Evans, 2016). Hasil penelitian yang dilakukan oleh Saleem et al. (2015) menyatakan bahwa eWOM berpengaruh positif signifikan terhadap niat beli produk fashion di situs jejaring sosial. Sa'ait et al. (2016) menyatakan, eWOM memiliki hubungan positif dengan niat beli pelanggan. ...
Niat beli dalam hal ini niat menggunakan adalah tahap di mana konsumen membuat keputusan terhadap beberapa merek, dan akhirnya memilih alternatif yang paling mereka sukai atau proses yang dialami oleh konsumen dalam memutuskan barang mana atau layanan untuk membeli berdasarkan berbagai pertimbangan. Penelitian ini dilakukan dengan tujuan untuk menjelaskan pengaruh eWOM terhadap niat menggunakan melalui citra merek sebagai variabel mediasi. Penelitian ini dilakukan terhadap calon pengguna GoPay di Kota Denpasar dengan sampel penelitian sebanyak 130 orang, dimana teknik sampling yang digunakan adalah purposive sampling. Pengumpulan data menggunakan kuesioner yang disebarkan secara online melalui Google form. Teknik analisis yang digunakan adalah teknik analisis deskriptif dan teknik analisis path serta uji sobel. Hasil dari penelitian ini ditemukan adanya pengaruh positif dan signifikan eWOM terhadap citra merek, pengaruh positif dan signifikan eWOM terhadap niat menggunakan, pengaruh positif dan signifikan citra merek terhadap niat menggunakan, dan citra merek memediasi secara positif dan signifikan pengaruh eWOM terhadap niat menggunakan.Implikasi penelitian ini diharapkan mampu memberikan masukan kepada pihak manajemen GoPay sehingga dapat merumuskan strategi yang tepat dalam rangka mempertahankan eksistensinya di masa yang akan datang. Kata kunci: citra merek, eWOM, niat menggunakan.
... Penyampaian kesan mengenai kualitas didasarkan pada pengalaman pelanggan yang tidak bisa ditentukan secara objektif, dikarenakan setiap konsumen mempunyai kebutuhan dan kepentingan berbeda-beda dalam menggunaan suatu produk. Apabila suatu produk mempunya persepsi kualitas yang baik dimata konsumen maka hal tersebut akan menjadi persepsi kualitas sebagai pertimbangan konsumen untuk melakukan pembelian (Saleem et al., 2015). Dengan adanya persepsi yang baik di benak konsumen, maka minat beli konsumen terhadap produk tersebut tinggi. ...
Penelitian ini bertujuan untuk mengetahui pengaruh celebrity endorser, brand image, brand loyalty, dan perceived quality terhadap minat beli konsumen, serta pengaruh minat beli terhadap intensi rekomendasi pada konsumen sepatu merek Compass. Penelitian ini berkontribusi pada pengembangan merek sepatu lokal Indonesia, sejalan dengan tujuan pemerintah Indonesia untuk memajukan produk lokal. Metode penelitian yang digunakan dalam penelitian adalah penelitian asosiatif kausal dengan menggunakan pendekatan kuantitatif. Lokasi penelitian dilaksanakan di kota Yogyakarta. Teknik sampling yang digunakan dalam penelitian ini adalah purposive sampling dengan jumlah sampel 200 responden. Data yang digunakan adalah data primer dengan menggunakan instrumen kuesioner. Proses olah data menggunakan program SPSS dan AMOS. Berdasarkan hasil penelitian, diperoleh hasil bahwa celebrity endorser, brand image, brand loyalty, dan perceived quality berpengaruh positif terhadap minat beli konsumen. Kemudian, minat beli konsumen berpengaruh positif terhadap intensi rekomendasi.
... According to previous studies, perceived product quality can lead to many preferred outcomes such as repurchase intention, customer satisfaction, customer loyalty, etc. (Jing, Pitsaphol & Shabbir, 2014). High-quality products satisfy customers and foster their pleasant attitudes towards brands (Saleem, Ghafar, Ibrahim, Yousuf & Ahmed, 2015). It can also lead to customers' intention to repeat their purchase (Vahdati, Mousavi & Moghadam, 2014). ...
This research investigated the contribution of marketing factors, including perceived product quality, perceived service quality, store atmosphere, perceived price, location, and promotion, to brand image and customer repurchase intention in chain coffee shops located in gas service stations in Bangkok. Survey data were collected from 523 customers of 30 chain coffee shops located in gas service stations throughout the Bangkok area and computed using partial least squares structural equation modeling. The results indicated that perceived product quality, store atmosphere, perceived price, promotion, and brand image were crucial for the development of customer repurchase intention. The results also showed that only perceived product quality and store atmosphere could promote repurchase intention through enhancing brand image. Since the contributions of the marketing factors to brand image and repurchase intention in the context of chain coffee shops located in gas service stations have not yet been explored, this research has provided additional evidence to the existing coffee chain, brand image, and customer repurchase intention research.
This study analyzes the factors influencing the intention to purchase sustainable local craft products in the fashion industry, specifically clothing and accessories. The study's independent variables are perceived quality, perceived value, price perception, innovation, and attitude. The dependent variable is purchasing intention. The study utilized a quantitative method with a total sample size of 400, comprising Gen Z and Millennial consumers of sustainable local fashion clothes and accessories products in NCR. The findings show that price perception, innovation, and attitude significantly influence purchase intention. However, perceived quality and value do not significantly influence purchase intention. The influence of perceived quality, perceived value, customer attitude, and innovation on purchase intention highlights the integration of sustainability into consumer behavior models. Traditional models often emphasize these factors but may not fully account for the unique dynamics of sustainable products. This study extends the understanding by showing how these variables interact in the context of sustainable fashion, emphasizing that sustainability adds a new dimension to how consumers evaluate products. It underscores that consumers of sustainable fashion products perceive quality through a broader lens, which includes the product's contribution to sustainability. This insight expands the concept of perceived quality in the literature, showing that it is not only about the tangible attributes but also the intangible ethical aspects. Customer attitude has been well-documented as a predictor of purchase intention, but this study adds nuance by focusing on sustainable fashion. It suggests that positive attitudes towards sustainability, driven by environmental consciousness and social responsibility, play a crucial role in shaping purchase intentions. This finding contributes to a deeper understanding of how attitudes specifically related to sustainability can influence consumer behavior, reinforcing the need to cultivate positive attitudes through education and awareness campaigns.
Bu çalışmanın amacı, algılanan hizmet kalitesi ile davranışsal niyetler arasındaki ilişkide müşteri memnuniyetinin aracı etkisinin olup olmadığını tespit etmektir. Araştırma için gerek duyulan veriler, İstanbul iline medikal turizm kapsamında gelen turistler arasından, kolayda örnekleme yöntemi ile seçilen 432 kişiye yüz yüze anket uygulanarak elde edilmiştir. Araştırmada, verilerin analizi SPSS 20.0 Process Makro Uygulaması ve AMOS 24.0 paket programları ile yapılmıştır. Bu bağlamda, örnekleme ilişkin betimleyici istatistikler, doğrulayıcı faktör analizi, güvenilirlik ve geçerlilik analizleri gerçekleştirilmiştir. Son olarak, araştırma hipotezleri test edilerek bulgular değerlendirilmiştir. Araştırma sonucunda, algılanan hizmet kalitesinin tüm boyutları ile davranışsal niyetler arasındaki ilişkide müşteri memnuniyetinin aracı etkisinin olduğu tespit edilmiştir. Bu noktadan hareketle, medikal turistlerin algıladıkları hizmet kalitesinin yüksek olmasının müşteri memnuniyetinin artmasına neden olacağı ve buna paralel olarak memnun olan müşterilerin yeniden satın alma veya başkalarına önerme gibi davranışsal niyetlere yöneleceği yorumunda bulunulabilir. Anahtar Kelimeler: Medikal turizm, hizmet kalitesi, müşteri memnuniyeti, davranışsal niyetler.
Previous studies have found relationships between variables that predict happiness and engagement. While this suggests that engagement is a basis for generating customer happiness, the literature does not provide sufficient confirmatory evidence. Thus, the effects of different engagement intensities remain unclear. Focusing on conditions related to the Starbucks brand, this study analyzed how (1) passive and active engagement impacted customer happiness and (2) happiness impacted word of mouth (WOM) and purchase intention. Data were collected through an online survey among 802 Peruvian customers, all of whom were recruited via non‐probabilistic sampling. Because two exogenous variables were considered formative (i.e., customer engagement and customer happiness), a partial least‐squares structural equation model (PLS‐SEM) was used for the analysis. In sum, engagement (both passive and active) significantly and positively impacted customer happiness, which then positively impacted WOM and purchase intention. Given that engagement is associated with variables that are broadly related to happiness, this study makes new contributions by (i) clarifying how customer engagement can generate customer happiness, (ii) identifying differences between active and passive engagement, and (iii) adding evidence for use in the debate on the purpose of marketing and traditional practices such as engagement. As discussed in the paper, these findings have theoretical and practical implications for brand managers.
The technological development of the transportation modes, non-fuel-based vehicle concept becomes the most challenging customer decision. Using internal combustion engines will cause damages to the environment by producing deleterious emissions and fossil fuels. The movement to alternative fuel vehicles (AEVs) as a sustainable transportation method supports reducing environmental issues. As it found the grey area in knowledge in Risk and benefits in the context of AEVs ,this study aimed to improve the current understanding of the risk-benefit relationship concerning intentions to adopt AFVs. This study is based on five dimensions of perceived values to measure the intention to adopt AFVs by associating perceived risk and consumer attitudes. The current investigation is based on 399 consumers, and the results depicted that quality, price, emotion, social, and ecological values greatly impact consumer attitudes towards AFVs. However, as a moderator, perceived risk impact only social and emotional values with consumer attitudes.
ABSTRCT The technological development of transportation modes, the non-fuel-based vehicle concept becomes the most challenging customer decision. Using internal combustion engines will cause damage to the environment by producing deleterious emissions and fossil fuels. The movement to alternative fuel vehicles (AEVs) as a sustainable transportation method supports reducing environmental issues. As it found the grey area in knowledge in Risk and benefits in the context of AEVs ,this study aimed to improve the current understanding of the risk-benefit relationship concerning intentions to adopt AFVs. This study is based on five dimensions of perceived values to measure the intention to adopt AFVsby associating perceived risk and consumer attitudes. The current investigation is based on 399 consumers, and the results depicted that quality, price, emotion, and social, and ecological values greatly impact consumer attitudes towards AFVs. However, as a moderator, perceived risk impact only social and emotional values with consumer attitudes.
Uluslararası pazarlama literatüründe, ürünlerin algılanan imajlarının tüketicilerin algıladıkları ülke imajı ve genel ürün imajından etkilendiği konusunda genel bir uzlaşı görülmektedir. Türkiye’nin Otomobili Girişim Grubu’nun TOGG adını verdiği yerli otomobilin iki modeli, oldukça rekabetçi olan otomotiv piyasasına 2024 yılına kadar arz edilecektir. Buradan yola çıkan bu araştırma, TOGG markasının algılanan ürün imajını ve satın alma niyetini, Türkiye’nin genel ürün ve ülke imajı kapsamında incelemeye çalışmıştır. 366 kişiden elde edilen veri ve uygulanan Yapısal Eşitlik Modeli (YEM) ile, Türkiye’nin ülke imajı ile genel ürün imajının TOGG’un algılanan ürün imajına etkisi olduğu ortaya konulmuştur. Bunun yanı sıra, TOGG’un algılanan imajının da satın alma niyeti üzerine anlamlı ve pozitif bir etkisi olduğu gözlenmiştir. Araştırma bulguları kapsamında, teorik ve otomotiv sektörüne yönelik birtakım öneriler sunulmuştur.
Bu çalışmada marka güvenin; algılanan kalite, marka değeri ve satın alma niyeti üzerinde meydana getirdiği
etki araştırılmıştır. Araştırmanın evrenini Türkiye’de yaşayan ve çalışmada katılımcılara gösterilen bir
giyim markasını bilenler oluştururken, çalışmanın örneklemini 206 kişi oluşturmaktadır. Örnekleme, online
anket ve kartopu örnekleme yöntemiyle ulaşılmıştır. Çalışmada, marka güveninin; marka değeri, algılanan
kalite ve satın alma niyeti üzerinde meydana getirdiği etkilerle birlikte marka değerinin satın alma üzerinde
meydana getirdiği etkiler ve algılanan kalitenin, marka değeri ve satın alma niyeti üzerinde meydan
getirdiği etkiler araştırılmıştır. Elde edilen verilerin analiz edilmesi için yapısal eşitlik modellemesi
kullanılmıştır. Elde edilen sonuçlara göre marka güveninin; marka değeri, algılanan kalite ve satın alma
niyeti üzerinde olumlu etkisi vardır. Marka değerinin de satın alma niyeti üzerinde olumlu etkisinin olduğu
sonucuna varılmıştır. Algılanan kalitenin ise marka değeri ve satın alma niyeti üzerinde anlamlı bir etkisinin
olmadığı görülmüştür. Elde edilen sonuçlar çerçevesinde marka güveni oluşturmanın şirketler açısından
oldukça önemli olduğu anlaşılmaktadır.
In January 2020, Zomato Gold has around +1500 restaurant partners in JABODETABEK within total members +100.000. Zomato gold focuses on the FNB world, where other competitors have beneficial besides FNB such as spa, fitness, salon. It aims to stay in the FNB corridor. The purpose of this study is to investigate the Impact Word of Mouth and Brand Image on Buying Decisions. The objective of this research is the sales of Zomato Gold’s membership affected the variables, by obtained samples from the questionnaire results of 102 active users of Zomato Gold. Simultaneous test results (F) showed a significance value (p-value) smaller than the alpha value of 0.000 <0.05. The effect of the two variables on the Buying Decision is 43.3% while the remaining 56.7% represents the influence of other variables. Thus, companies need more focus on Brand Image, improve their services on Zomato Gold, it can affect the impact of variable WOM more positively.
Religion is an integral component of Pakistani culture with a growing impact that cannot be belittled by advertisers. The purpose of this study is to understand the dominant purchase element and its impact over customer preferences when purchasing beauty products within the Pakistani market. Six independent variables were empirically studied to determine which one has the highest influence and thereby impact on customer preference when buying beauty products. Primary data was collected through questionnaires from 280 respondents in urban Karachi and regression analysis was run to determine the impact of Quality Assurance, Country of Origin, Social Recognition, Consumer Ethnocentrism, Unavailable Local Substitute, and Religiosity on Customer Preferences when purchasing beauty products. The relationship between religious conviction and states of mind toward international items shows that consumers are going to abstain from purchasing international brands out of a strong sense of religiosity. The study helps managers of beauty brands, a growing segment within the local market, to determine the elements that have the highest impact on customer preferences to better develop their product campaigns.
The purpose of this study was to compare an indirectly emerging marketing tool thus online customer reviews with an already famous marketing tool which is celebrity endorsement on tertiary students purchase intentions. The AIDMA and AISAS models were integrated to understand the stages in students purchase decisions. We designed questionnaires using a cross sectional survey design, 250 convenient samples were purposively sampled from the University of Professional Studies, Accra. The findings of the study revealed that, online customer reviews evoked significantly higher attention, interest, desire, search, action and share from the students than did celebrity endorsement. Celebrity endorsement however emerged higher than online customer reviews on the scale of students’ memory. In total, celebrity endorsement emerged slightly higher than online customer reviews. The findings offer the potential for marketers and online retailers in making the right choices of marketing promotion between OCRs and CE on tertiary students purchase decision processes and contribute academically to marketing literature.
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 objective of this article is to determine whether national brand promotions and store brands attract the same value-conscious consumers, which would aggravate channel conflict between manufacturers and retailers. The authors identify psychographic and demographic traits that potentially drive usage of store brands and national brand promotions. They then develop a framework and structural equation model to study the association of these traits with store brand and national brand promotion usage. The authors find that though demographics do not influence these behaviors directly, they have significant associations with psychographic characteristics and therefore are useful for market targeting. Most important, usage of store brands and usage of promotions, particularly out-of-store promotions, are associated with different psychographics. Store brand use correlates mainly with traits related to economic benefits and costs, whereas the use of out-of-store promotions is associated mainly with traits related to hedonic benefits and costs. These differences result in four well-defined and identifiable consumer segments: deal-focused consumers, store brand-focused consumers, deal and store brand users (use-all), and nonusers of both store brands and deals (use-none). Therefore, manufacturers and retailers have the opportunity to either avoid each other or compete head to head, depending on which segment they target.
Purpose
As an alternative explanation of incongruent findings in the literature, the purpose of the present study is to introduce the concept of hedonic versus utilitarian service context as a moderating variable in the relationship between the affect (pleasure and arousal) and perceived service quality and satisfaction.
Design/methodology/approach
A consumer survey was conducted to test moderation hypotheses, which was analyzed with hierarchical regression equations.
Findings
The results show that pleasure had stronger influences on perceived service quality and satisfaction in the hedonic service context than in the utilitarian service context. Arousal is found to influence perceived service quality and satisfaction in the hedonic service context but not in the utilitarian service context.
Research limitations/implications
It is likely that in hedonic related services, consumers will often use some affective criteria to evaluate service quality, in addition to the traditional service quality measures.
Practical implications
Companies providing hedonic services should modify the content of their services or add novelty stimulus into their services from time to time in order to evoke the most desired consumer emotions and enhance satisfaction.
Originality/value
The proposed moderating effect of service contexts improved predictions and explanations of the theoretical relationship between affect and perceived service quality/satisfaction. It specifies the conditions under which affect will or will not impact perceived service quality and satisfaction.
Changes in customer satisfaction are usually linked to a firm's performance in satisfying its clients or to developments within its direct competitive environment. In order to correctly interpret such changes in corporate consumer surveys, managers should also account for macroeconomic influences on customer satisfaction. Using data from national consumer barometers in Germany, South Korea, Sweden, and the United States, this study reveals that economic growth positively affects customer satisfaction. Based on correlation analysis and Granger tests, these results challenge recent studies claiming that, conversely, there is a unidirectional impact of customer satisfaction on economic growth. With more comprehensive data from Germany, structural equation modeling shows that economic growth drives customer satisfaction via the expansion of the average consumer's budget and via an increasing perceived value of offerings. The effect is stronger in high-tech industries, industries with rapid innovation cycles, and industries with fierce price competition.
The expectations-disconfirmation paradigm provides the most popular explanation of consumer satisfaction. However, and as is occasionally noted, if a customer experiences disconfirmation after consuming a product, future expectations regarding the product should be revised toward the performance perceived by the customer. If expectations do not change in the face of disconfirmation, the implication would be that the customer did not learn from their consumption experience. Assuming that a customer will learn from experience, then decreasing levels of disconfirmation should affect customer satisfaction. For example, if a customer is surprised by an excellent service experience he or she will be satisfied. Yet the customer now has higher expectations for the service the next time it is purchased. If product performance is consistent, the degree of disconfirmation will diminish regardless of whether the revised expectations are exceeded or just met. If disconfirmation is the best predictor of satisfaction, then satisfaction should vary directly with disconfirmation to a steady state level, despite increasing expectations. A longitudinal approach to the antecedents of consumer satisfaction logically implies the hypothesis of systematically varying consumer satisfaction.
The main objective of this study is to first find out perceived service quality using SERVQUAL and then the role of perceived value as a mediating variable in the service sector of Pakistan. Both descriptive and inferential statistical techniques are used to analyze the effects of independent variables (i.e. perceived service quality) on customer satisfaction (dependent variable) and the role of mediating variable (i.e. perceived value). Stepwise regression analysis is used to examine the effect of the mediating variable (i.e. perceived value) on customer satisfaction. Perceived value was found strongly correlated with satisfaction. Results suggested that perceived value is an important factor in customers’ evaluation of satisfaction. Unlike other studies, I use an aggregate score for perceived service quality instead of service quality characteristics.
The analysis of the consumer behavior has become one of the most important aspects in the way companies make their decision and the way they develop their strategy. Knowing the motivation and the behavior of buying of the consumers can help companies develop their strategy accordingly and by this to convince the consumers to buy more. Besides this, the behavior of the consumer is a good reflection of the image of the society, its values and its important aspects. So knowing the motivation of buying doesn’t only give directions to companies for their strategy, but also shows the development of a society. The facts presented in this article are based on an experiment about the behavior of the consumers in different retail formats in Romania. More precisely, from the observed behavior of the Romanian consumers there were build six clusters, which present the way consumers shop and the product groups which are more important for them. There are presented the methodology of the Ward cluster analysis, the characteristics and some demographic data of the clusters.
Research on consumer quality perception is reviewed using the Total Food Quality Model as a structuring device. The relationship between food safety and quality is addressed, and is discussed in the context of research on consumer risk perception. Quality and safety perception is linked to food choice and consumer demand, addressing questions of price perception and the validity of willingness-to-pay measurements. It is concluded that food quality and safety are central issues in today's food economics, though many research questions remain to be addressed. Copyright 2005, Oxford University Press.
In this article, the authors examine the circumstances in which brand names convey information about unobservable quality. They argue that a brand name can convey unobservable quality credibly when false claims will result in intolerable economic losses. These losses can occur for two reasons: (1) losses of reputation or sunk investments and (2) losses of future profits that occur whether or not the brand has a reputation. The authors test this assertion in the context of the emerging practice of brand alliances. Results from several studies are supportive of the premise and suggest that, when evaluating a product that has an important unobservable attribute, consumers’ quality perceptions are enhanced when a brand is allied with a second brand that is perceived to be vulnerable to consumer sanctions. The authors discuss the theoretical and substantive implications for the area of brand management.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects’ initial expectations affected subjects’ satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
Both perceived service quality and labour productivity are assumed to be positively related to profitability, but a possible trade-off effect between these two phenomena could distort these relationships. In an exploratory study, measures of perceived service quality, customer satisfaction and patronage behaviour were collected from customers in four Swedish grocery stores, representing four combinations of profitability and productivity. These measures were compared with productivity and profitability measures for the stores. Although perceived service quality was positively related to customer loyalty, there was no link to profitability. However, the results indicate a negative relationship between labour productivity and perceived service quality.
This article develops an information economics perspective on the value (or equity) ascribed to brands by consumers. Unlike research based on cognitive psychology, the proposed signaling perspective explicitly considers the imperfect and asymmetrical information structure of the market. It motivates the role of credibility (determined endogenously by the dynamic interactions between firms and consumers) as the primary determinant of consumer-based brand equity. Thus, when consumers are uncertain about product attributes, firms may use brands to inform consumers about product positions and to ensure that their product claims are credible. Thus, brands may signal product positions credibly. Brands as market signals improve consumer perceptions about brand attribute levels and increase confidence in brands' claims. The reduced uncertainty lowers information costs and the risk perceived by consumers, thus increasing consumers' expected utility. This chain of relations that drives consumer-based brand equity is presented as a structural model and tested empirically in the linear structural relations framework using survey data on jeans and juice. The results are consistent with the proposed relations embodied in the signaling perspective on brand equity.
The processes of consumer perception and decision making remain relatively complex phenomena despite the depth of research undertaken in the area. One way in which these processes may be influenced is through the explicit mentioning of product attributes in advertising. This study investigates consumer perceptions of mentioned product attributes in magazine advertising for a specific product category. Results confirm a clear relationship between attributes specifically mentioned in advertising for the three selected brands and respondents’ rating of those attributes against evaluative criteria for the product category. Factor analyses of respondents’ ratings indicate a clear convergence of factors extracted and the mentioned attributes for each brand.
The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more-versus less-satisfied customers. These mixed findings and the growing emphasis by managers on having satisfied customers point to the value of empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To this end, the authors conduct a meta-analysis of the reported findings on customer satisfaction. They document that equity and disconfirmation are most strongly related to customer satisfaction on average. They also find that measurement and method factors that characterize the research often moderate relationship strength between satisfaction and its antecedents and outcomes. The authors discuss the implications surrounding these effects and offer several directions for future research.
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most typically satisfied, satisfaction does not universally translate into loyalty. To explain the satisfaction-loyalty conundrum, the author investigates what aspect of the consumer satisfaction response has implications for loyalty and what portion of the loyalty response is due to this satisfaction component. The analysis concludes that satisfaction is a necessary step in loyalty formation but becomes less significant as loyalty begins to set through other mechanisms. These mechanisms, omitted from consideration in current models, include the roles of personal determinism ("fortitude") and social bonding at the institutional and personal level. When these additional factors are brought into account, ultimate loyalty emerges as a combination of perceived product superiority, personal fortitude, social bonding, and their synergistic effects. As each fails to be attained or is unattainable by individual firms that serve consumer markets, the potential for loyalty erodes. A disquieting conclusion from this analysis is that loyalty cannot be achieved or pursued as a reasonable goal by many providers because of the nature of the product category or consumer disinterest. For some firms, satisfaction is the only feasible float for which they should strive; thus, satisfaction remains a worthy pursuit among the consumer marketing community. The disparity between the pursuit of satisfaction versus loyalty, as well as the fundamental content of the loyalty response, poses several investigative directions for the next wave of postconsumption research.
The authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price). The model includes product-level, category-related controls (hedonic value and utilitarian value) and brand-level controls (brand differentiation and share of voice). The authors compile an aggregate data set for 107 brands from three separate surveys of consumers and brand managers. The results indicate that when the product- and brand-level variables are controlled for, brand trust and brand affect combine to determine purchase loyalty and attitudinal loyalty. Purchase loyalty, in turn, leads to greater market share, and attitudinal loyalty leads to a higher relative price for the brand. The authors discuss the managerial implications of these results.
This paper analyzes the shopping behavior of consumers across space within the context of multipurpose shopping. The degree of multipurpose shopping is derived, as are the optimal number of single- and multipurpose trips, and the quantities of high- and low-order goods purchased on such trips. It is shown that all consumer choice variables are a function of consumer location relative to producer location. The consumer analysis is then utilized as an input into the profit-maximizing equation that determines optimal producer location. The model is illustrated through the use of numerical analysis.
The extent to which members of different cultures vary in their reactions to uncertainty can have a major impact on how perceived service quality affects customer satisfaction. This article addresses the issue of cultural differences in the context of business-to-business relationships. A study involving 303 Spanish, German, and Swedish business-to-business customers reveals that clients from cultures with a high degree of uncertainty avoidance were less satisfied than low-uncertainty avoidant clients when, as a result of a service defect, their service expectations were not met. In light of the tolerance zone concept, the finding suggests a narrower range of acceptable outcomes for high-uncertainty avoidance cultures. Important management implications of this study relate to service quality efforts, which should be explicitly designed to reflect inter-cultural differences in operations planning and training of service personnel.
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.
In this paper we compare quality management practices in three different countries: India, China and Mexico. Various constructs representing quality management practices and quality results were conceptualized. Using a questionnaire survey instrument, data was collected in India, China, and Mexico. Multivariate analysis of variance (MANOVA) was used to analyze the data. The MANOVA results point to statistically significant differences with respect to quality practices among these countries. Top management support turned out to be a very significant factor affecting all quality practices while information and analysis as well quality assurance practices were affected by length of quality experience in organizations.
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