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Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness
... Existing research highlights that customer loyalty plays a crucial role in reducing marketing costs and enhances business performance (Kapoor et al. 2024). Studies in mobile payment suggest that functional and epistemic value positively influence user satisfaction and loyalty, though their impact may be weakened in the presence of attractive alternatives Zhang et al. 2023). Therefore, applying the theory of consumption value (TCV), this research seeks to address the gap in understanding how functional, social, emotional, epistemic and conditional values shape BNPL users' satisfaction and loyalty toward BNPL service providers. ...
... For instance, Zhu et al. (2024) found that consumption value elements positively influence post-adoption behavior among VR tourists. Similarly, Zhang et al. (2023) demonstrated that TCV effectively explains mobile payment users' post-adoption behavior. However, given the fundamental differences between mobile payment and BNPL services, prior findings may not necessarily apply to this context. ...
... Prior research suggests that alternative attractiveness can significantly impact consumer loyalty (Sangroya and Nayak 2017). For instance, Zhang et al. (2023) found that alternative attractiveness weakens the relationship between satisfaction and loyalty of mobile payment users. Therefore, this study examines how alternative attractiveness moderates the link between BNPL users' satisfaction and loyalty. ...
Customer satisfaction is essential for fostering loyalty which is essential for business success and profitability. This research investigates the impact of consumption value elements on satisfaction and loyalty of buy now, pay later (BNPL) users. Additionally, the research explores the moderating effect of alternative attractiveness on the satisfaction-loyalty relationship. Data were collected from 513 BNPL users in India and analyzed using “Partial Least Square Structural Equation Modeling” (PLS-SEM). The results indicate that functional, emotional, epistemic and conditional values significantly drive satisfaction. Furthermore, while these consumption values enhance customer satisfaction and loyalty, attractiveness of alternative services weaken the satisfaction-loyalty link. This highlights the importance of BNPL companies to focus on maximizing functional (e.g., improved usability), emotional (e.g., trust and security), epistemic (financial education) and conditional (e.g., financial flexibility options) values to increase both satisfaction and loyalty, especially as users gain more alternatives.
... This surge in mobile technology usage has dramatically altered lifestyles and behaviors, contributing to the prompt development of epayment activities. The incorporation of mobile technology with payment solutions has gained widespread popularity and experienced significant global growth (Zhang et al., 2023). This trend follows the anticipated growth of the global e-commerce market, predicted to increase from USD 2.8 trillion in 2022 to USD 4.9 trillion by 2027, representing a compound annual growth (CAGR) of 12.2 % (Almaiah et al., 2022). ...
... Mobile payment combines advanced payment systems and innovative technology solutions that enable transactions for products or services via mobile devices, thereby transforming how customers and businesses interact in today's economy (Zhang et al., 2023). While mobile payments revolutionize transaction methods, grasping the factors influencing customer loyalty in this context is key to ensuring longterm business success. ...
... Customer loyalty is also relevant to ensure business sustainability and staying competitive in a market with intense rivalry (Ahmed et al., 2023). In businesses, high loyalty increases the probability of repeat purchases as well as the probability of recommending the brand to others, hence assisting organizations in reducing marketing expenses and augmenting market share (Zhang et al., 2023). Moreover, trust in e-commerce is a key driver of customer loyalty (Faraoni et al., 2019). ...
Purpose: The present study is intended to determine the factors influencing the acceptance and loyalty towards payment of mobile applications in the Kingdom of Saudi Arabia, focusing on perceived convenience, security, compliance, and trust. Design/methodology/approach: This research study adopted a quantitative method by using a questionnaire and targeting mobile payment app users as well as business entrepreneurs in Saudi Arabia. The survey yielded 290 fully completed questionnaires from the participants. Partial least squares equation modeling (PLS-SEM) was used to analyze the data. Findings: The present study highlights that users' trust in mobile payment applications is primarily influenced by their perceptions of convenience and security, significantly affecting customer loyalty and app usage frequency. Compliance was found to have a less pronounced impact on trust. Research limitations/implications: The study acknowledges the need for a diverse methodological framework in future research, including qualitative methods, to deepen understanding. Practical implications: Insights are provided not only for FinTech companies but also for the policymakers, emphasizing the importance of user-centric design and supportive regulatory environments. Social implications: The study's findings may lead to the progress of digital financial services that will allow parallel users' security, convenience, and trust needs, contributing to the broader acceptance and sustainability of these technologies. Originality: This study offers a unique perspective by integrating technological advancements and demographic factors specific to Saudi Arabia, distinguishing it from prior research. It provides fresh insights into how convenience , security, and compliance influence user trust and loyalty within a rapidly evolving FinTech landscape.
... Previous studies have identified trust as one of the most critical drivers of consumer intentions and behaviours toward mobile banking (Malaquias and Hwang, 2016;Shankar et al., 2020) and mobile payment (Gong et al., 2020;Loh et al., 2021;Zhang et al., 2023). One of the reasons to explain the important role of trust is that these digital banking and payment services are highly risky as they involve providing sensitive financial information and performing transactions (McKnight et al., 2002). ...
... Trust-related behaviours are actions to demonstrate such willingness to depend (Mayer et al., 1995). In the mobile payment context, trust-related behaviours normally include mobile payment adoption (Zhang et al., 2023), intention to use (Chin et al., 2022), continuous intention , and intention to disclose information (Tahereh, 2018). To start using social media payment, users are not required to disclose their banking information to friends or vendors but must link their social media payment account with their credit card. ...
... For example, in e-commerce, if consumers develop enough trust in the e-vendors, they are willing to buy the products (Stewart, 2003) and carry out the transaction (Bhattacherjee, 2002). Similarly, trust is an important facilitator that drives consumers to adopt mobile banking (Luo et al., 2010), mobile payment (Chandra et al., 2010;Gao and Waechter, 2017;Gong et al., 2020;Loh et al., 2021;Qasim and Abu-Shanab, 2016;Xin et al., 2015;Zhang et al., 2023) and willingness to provide personal information (Kim et al., 2019). In the social media payment context, users are required to disclose their credit information to the service providers if they want to start their usage. ...
Abstract: Social media payment recently has arisen to be a new form of digital payment and has the characteristics of both mobile payment and social media. This paper develops a model to investigate the trust transfer mechanism from social media and mobile payment to social media payment, the calculus of risks and benefits as key factors on users’ intention to disclose information on social media payment and the moderating roles of trust on the relationships between perceived risks and intention and between perceived benefits and intention. A two-stage experiment was conducted to collect data to empirically test the research model. The results show that the structural assurance trust of social media and the competence, benevolence, and integrity trust of mobile payment successfully transfer into trust in social media payment. Trust in social media payment, perceived risks, and perceived benefits are found to significantly lead to the intention to disclose information to social media payment. However, trust in social media payment does not influence the relationships between perceived risks and intention and between perceived benefits and intention. This hints that users would judge based more on objective information rather than be influenced by subjective trust.
Keywords: social media payment; mobile payment; social media; trust transfer; privacy calculus; intention to disclose.
... However, research on customer satisfaction and loyalty in the broader banking industry offers valuable perspectives (Arshad Khan and Alhumoudi 2022;Hayati et al. 2020;Kumar et al. 2023;Raza et al. 2020). Studies in banking contexts have extensively examined how factors like service quality (Chandra 2023;Dhurup et al. 2014;Karim et al. 2023;Sathiyavany and Shivany 2018;Sharma and Aggarwal 2022), customer trust (Miremadi et al. 2012), perceived value (Lim et al. 2019;Zhang et al. 2023;Zhao et al. 2022), and relationship management (Abu-Shanab and Anagreh 2015; Gonu et al. 2023;Karim et al. 2023) influence customer satisfaction and loyalty. For instance, numerous studies have highlighted the importance of CRM and E-CRM practices in fostering loyalty (Hayati et al. 2020;Karim et al. 2023;Kumar et al. 2021;Mosa 2022), demonstrating that personalized services and effective communication can significantly enhance customer satisfaction. ...
... The findings obtained are consistent with existing literature, which also supports a positive and meaningful relationship between customer satisfaction and loyalty (Raza et al. 2020;Sharma and Aggarwal 2022;Zhang et al. 2023). The results of this study indicate that activities associated with E-CRM and reputation have a positive and significant influence on customer loyalty, encompassing both customer attitudes and behaviors. ...
... For instance, variables such as the attractiveness of alternatives, tariffs on banking services, and user experience could be considered. Previous research by Zhang et al. (2023) and Sathiyavany and Shivany (2018) has discussed the significance of these factors, suggesting their potential relevance as moderators in understanding the relationship between CRM, reputation, and customer loyalty within the banking sector. By integrating these variables into the model, future studies can provide a more nuanced understanding of the complex dynamics at play and offer insights into how various factors interact to shape customer loyalty in the digital banking landscape. ...
This research investigates the influence of electronic customer relationship management (E-CRM) and reputation on customer loyalty, emphasizing the mediating role of customer satisfaction, within Blubank, an Iranian digital-only bank. Recognizing that customer satisfaction is crucial in shaping a bank's reputation and fostering loyalty, the study focuses on understanding customer perceptions in the Iranian context. To identify the key E-CRM factors, ranking based on their importance has been done using the analytic hierarchy process method. To accomplish the primary aim of the study, data were collected from Blubank customers through a questionnaire, garnering a total of 384 responses, which were subsequently utilized for the final analysis. Hypothesis testing was conducted using SmartPLS. The outcomes of the study indicate that both E-CRM and reputation significantly and positively influence customer loyalty. Furthermore, it has been found that customer satisfaction serves as a mediating factor in the relationship between E-CRM, reputation, and customer loyalty. To identify and prioritize areas for improvement based on their importance to customers and align resource allocation with increasing satisfaction and competitive advantage, importance-performance analysis was used for Blubank, leading to practical improvement suggestions.
... It is often observed as a multifaceted construct that highlights four types of value, namely, functional, emotional, social and monetary (Sweeney and Soutar 2001). The functional value represents the product or service attributes and is crucial for developing a consumer's emotional response (Zhang et al. 2023). As it is derived from a consumer's rational choice after assessing the costs and benefits attached to a product or service, it also significantly influences his/her attitudinal satisfaction (Sangroya and Nayak 2017). ...
... As it is derived from a consumer's rational choice after assessing the costs and benefits attached to a product or service, it also significantly influences his/her attitudinal satisfaction (Sangroya and Nayak 2017). Emotional value, on the other hand, acts as a stimulator to arouse pleasant feelings and a positive mental state (Zhang et al. 2023). Researchers have associated emotional values with each stage of the buying process and have related it to consumers' values (Sangroya and Nayak 2017). ...
... Monetary value is the outcome of comparing the financial sacrifice made with the reward received in return (Sweeney and Soutar 2001); thus, it plays a direct role in the retail consumer industry (Slack, Singh, and Sharma 2020). Finally, the social value represents the consumer's social image, acceptance and social relationships (Sweeney and Soutar 2001) and significantly influences his/her perceptions and behaviours (Zhang et al. 2023). Social value represents an individual consumer's thinking about how society would react to his/her purchase. ...
Given the increasing role of word of mouth (WOM), and primarily the impact of negative WOM on the decision‐making of today's retail consumers, it is essential to understand the changing nature of consumer values (monetary, functional, emotional and social), emotion and attitude toward negative WOM. The current study's data were collected using two online surveys in 2015 and 2019, with 290 participants in Study 1 and 201 in Study 2. The intention behind using two different time points over a 4‐year span was to capture the differences in consumers' views over the two periods. The study's findings suggested that social and emotional values remained unchanged; however, monetary and functional values changed over time. Interestingly, attitudes altered toward complaining, although the relationships between taking external action and negative WOM were unchanged in both studies. Consumers raising their voice and consumers' risk‐taking attributes were found to be significant moderators in Study 1 but not in Study 2. The findings provide useful insights into the negative WOM literature and have implications for marketing practitioners, as highlighted in the paper's conclusion.
... If consumers perceive that the product or service is good value for money after comparing the benefits and sacrifices, they will be satisfied, thereby positively influencing loyalty [11]. The perceived value theory has been widely used in customer loyalty research in many fields, such as retail [30], e-commerce [26], digital marketing [31], mobile payments [32], and online transportation [33]. However, online dating platforms have unique characteristics, and the perceived value theory has not been fully explored in these research fields. ...
... If consumers perceive that the product or service is good value for money after comparing the benefits and sacrifices, they will be satisfied, thereby positively influencing loyalty [11]. The perceived value theory has been widely used in customer loyalty research in many fields, such as retail [30], e-commerce [26], digital marketing [31], mobile payments [32], and online transportation [33]. However, online dating platforms have unique characteristics, and the perceived value theory has Behav. ...
... The theoretical contributions of this research are primarily demonstrated through the following aspects: First, this study is the first to apply the perceived value theory to the study of customer loyalty in online dating platforms, although the theory has been widely used in customer loyalty research in other fields [32,120,126]. Second, this study combines the perceived value theory with the relevant literature [11,66,67] and divides perceived value into six dimensions based on the characteristics of online dating platforms: convenience value, information value, experience value, social value, perceived risk, and perceived cost. ...
Customer loyalty is critical for organizations to gain market share and maintain a sustained competitive advantage. However, no study has yet explored customer loyalty in online dating platforms. Perceived value theory suggests that perceived value is a key predictor of customer loyalty. Accordingly, this research constructed a conceptual model drawing on a multidimensional perspective of perceived value to explore customer loyalty in online dating platforms and investigated the mediating role of satisfaction. By quantitatively analyzing 352 customers who had experienced online dating platforms and utilizing structural equation modeling (SEM) to examine the relationships among propositions, the research demonstrated a strong positive correlation between perceived value, satisfaction, and loyalty, and a notable indirect impact on loyalty through satisfaction. In addition, the experiential value dimension of perceived benefits had the most positive and substantial influence on perceived value, while the perceived risk dimension of perceived sacrifice had the most negative and notable impact on perceived value. The results of the study provide designers, managers, and vendors of online dating platforms with valuable insights into customer behavior and practical recommendations for improvement, helping them to develop more effective strategies to enhance market competitiveness and ensure the sustainability of their platforms.
... Prior research identified the different components of relationship marketing (Izogo et al. 2017;Ndubisi 2007;Ndubisi and Wah 2005) and different factors that create loyalty among clients (Zhang et al. 2023;Zhong and Chen 2023;Zhou et al. 2021). However, there is a rarity of research that focuses on how brand loyalty endured in the MFS setting. ...
... According to Damghanian et al. (2016), perceived security has significant impact on developing trust on the clients of electronic banking, but adverse impact on online banking acceptance. Given the growing security concern, previous studies have found that security plays a role in developing trust in other contexts (Armesh et al. 2010;Zhang et al. 2023). This relationship has only been utilized in a limited number of MFS studies. ...
... Clients are less likely to trust the MFS brand if they believe it is insecure. The results of this research are consistent with (Almaiah et al. 2023;Armesh et al. 2010;Damghanian et al. 2016;Shin 2010;Zhang et al. 2023) and in conflict with those of (Gupta and Dhami 2015). According to the results, communication significantly and favorably affects satisfaction. ...
This research provides a theoretical underpinning based on the stimulus-organism-response framework, reflecting how brand loyalty is endured in the mobile financial service platform through relationship marketing. The stimulus-organism-response model has been utilized in this investigation as a crucial analytical framework to clarify the process of client behavior. This research also investigates the moderating effect of commitment on this framework. Using systematic random sampling, 404 answers from 36 agent points were obtained with face-to-face interview technique. Structured equation modeling based on SmartPLS was used to analyze the data, and Hayes’ Process Macro for SPSS was used to look at the moderation. The findings showed that stimulus factors play a significant role in influencing organisms. Out of the two organism factors, trust only has a significant positive effect on brand loyalty as a response. The findings also confirmed the existence of moderation of commitment on the associations between organism and response. Theoretically, this study introduces a unique arrangement of relationship marketing constructs, and practically, brand managers may generate strategies to develop loyalty.
... The SERVQUAL model has been used in service market literature (see, Parasuraman et al., 1988;Parasuraman et al., 1985). Numerous studies have highlighted the importance of service quality as a determinant of customer satisfaction and loyalty (e.g., Ariff et al., 2013;Hsu & Lin, 2023;Lenka et al., 2009;Zhang et al., 2023). Assuming that any given "theory is always incomplete in the social sciences" (Gray et al., 2009, p. 9), we employ a multitheoretical perspective consisting of the legitimacy theory, SERVQUAL framework, and identity theory to obtain deeper insights into the complex relationships among the variables of interest. ...
... Numerous other research studies have supported these findings, highlighting the significant role of customer satisfaction in shaping customer loyalty or continuous intention in various settings, including mobile payments (e.g., Ali K. A & Subramanian, 2023;Kim et al., 2021;Li et al., 2023;Sharma et al., 2023;Tegambwage & Kasoga, 2024;Zhang et al., 2023;Zhong & Chen, 2023;Zidehsaraei et al., 2024). Thus, we propose that: ...
To date, limited research has been conducted on the post-adoption of mobile payment (m-payment) and its relationship with corporate social responsibility (CSR) association and customer brand identification. This research addresses these gaps in the literature by examining how mobile payment (m-payment) service quality and a company's CSR association influence customer behavior using a multi-theoretical approach. The study investigates the direct effects of these factors on customer brand identification, user satisfaction, and m-payment loyalty. Additionally, it explores potential indirect effects mediated by customer brand identification. A novel combination of Structural Equation Modeling (SEM) and Artificial Neural Networks (ANN) is used to evaluate the model. While SEM analysis confirmed positive direct effects of CSR, service quality, and brand identification on satisfaction, no significant indirect effects were found. The ANN results support the model's accuracy, highlighting P2P service quality, CSR association, and customer brand identification as the top predictors of user satisfaction. These findings emphasize the importance of tailored strategies that enhance customer brand identification, satisfaction, and loyalty in peer-to-peer m-payment settings.
... For example, Tandon et al. (2021) reported monetary and quality-of-benefits as the salient aspects of functional value when consumers make food delivery app choices. Epistemic value is the perceived utility or benefit of an alternative that triggers interest, provides newness, or satisfies cognitive understanding (Sheth et al., 1991, Zhang et al., 2023. Epistemic value may gradually diminish when consumers' needs and wants are satisfied with existing purchases. ...
... Specifically, this study shows the importance of five values (functional, epistemic, social, emotional, and conditional) of TCV. The findings are partially aligned with Fan et al., 2020;Franck, 2012;Mohd, 2013;Nikhashemi et al., 2016;Sheth et al., 1991;Aravindan et al., 2023;Chakraborty et al., 2022a;Chakraborty and Paul, 2023;Khalek and Chakraborty, 2023;Zaitouni and Murphy, 2023;Zhang et al., 2023). For instance, Sheth et al. (1991) emphasised that five values directly influence consumer choice and purchase behaviour. ...
Purpose
This paper aims to understand consumption values buying from informal retail markets (i.e., street vendor retailing). It also explores why consumers prefer daily necessary goods from the informal compared to the formal retail market (such as supermarkets, retail chain outlets and e-commerce).
Design/methodology/approach
Employing the qualitative research approach, this study collected data from nine respondents in two areas in Malaysia. Data were collected using semi-structured interviews and analysed using the thematic analysis technique. Only representative verbatim codes were presented under five themes of consumption value theory.
Findings
Consumers are triggered by the convenience, ease, and exclusive products (conditional value), friendly and known relationship with informal sellers, as well as the availability of some particular food items (emotional value) and lower price and freshness of groceries (functional value) while buying from informal compared to formal retail vendor.
Research limitations/implications
This study provides knowledge implications to the consumption value theory. Functional, emotional, and conditional values are the dominant components of purchase behaviour in informal compared to formal retail channels. Social values are common, whereas epistemic value is more substantial in formal retailing.
Practical implications
Findings are helpful for informal retail businesses to understand consumers' buying behaviour. Informal retail owners should ensure that commodities are fresh, highly affordable and available in the local communities. Building a friendly relationship with consumers would be a key to the success of this retail sector.
Social implications
Authorities should support informal sellers to set up mobile retail stores in residential areas. This effort would offer greater convenience to both parties in informal businesses and ensure informal sellers' financial and social well-being.
Originality/value
Despite the widespread acceptance of buying goods from informal retail vendors, research on consumption value in informal retailing is largely overlooked. Previous research primarily deals with formal market phenomena due to their size and economic contribution. Consequently, current literature lacks an understanding of why consumers prefer to buy from informal retail vendors for their daily groceries when the formal retail channel could fulfil similar needs. Using a qualitative research design, this research uncovers consumers' buying motives from informal compared to formal vendors.
... Excellent customer service leads to happy customers and breeds trust (Kaur, Dhir, Ray, et al., 2020). According to Zhang et al. (2023), a customer's intention to use new technology may be influenced by their experience with the services provided by the company. Customer service and feedback in the mobile services industry have been associated with trust, an essential aspect of image-building (Song et al., 2019). ...
... A pleasurable experience is a cognitive absorption having important implications for consumer satisfaction from technologies (Zhang et al., 2023b) like online communication tools (Chang and Wang, 2008), websites (O'Cass and Carlson, 2010) and online banking (Lee et al., 2007a, b). For late adopters, such experiences are outcomes of early exploration of the applications and the capabilities of the system, serving as satisfaction enablers (Dang et al., 2023). ...
Purpose:
The study proposes six mobile application attributes that drive pleasurable experiences, perceived usefulness, satisfaction and continuance intentions: number of members, perceived compatibility, perceived complementarity, structural assurance, ubiquitous connection and contextual offerings.
Design/methodology/approach:
The relative effects of these variables on perceived usefulness and pleasurable experiences are evaluated across early and late adopters. The context of the study was m-payment applications and data from 322 early adopters and 321 late adopters were used to validate the framework with structural equation modelling, as well as to measure the intergroup differences with multi-group analysis.
Findings:
The technological and legal backends of the m-payment technology need to be robust such that users derive a meaningful consumption experience, thereby increasing their continued reuse of the m-payment application.
Originality/value:
This work adds theoretically by developing a robust post-adoption model for smartphone applications across different stages of adoption.
Keywords:
Mobile payment application, Trust facilitators, Network externalities, Continuance intentions, Continued usage, Customer hunting, Customer farming, User retention
... The UGT offers a valuable framework for understanding consumer behavior in the financial services sector. This theory posits that individuals actively seek out media and services to satisfy specific needs, which can be applied to the context of financial services to analyze how consumers engage with various financial products and platforms [49]. The theory emphasizes that users are not passive recipients of information; rather, they are active participants who select financial services based on their personal motivations and the gratifications they expect to receive from these services [50,51]. ...
Enterprises and consumers prefer digital financial product selection through financial app platforms, making Fintech one of the fastest-growing industries. Thus, the study uses gamification’s perceived value and uses and gratification theory to build a research model that examines how hedonic value, utilitarian value, social interaction, binge-playing, and convenient navigability affect customer loyalty and brand value cocreation towards financial app platforms through confirmation and engagement. This study examined data from 330 online questionnaire respondents using partial least square structural equation modeling (PLS-SEM) and artificial neural network (ANN) methods to reveal linear and nonlinear interactions. Utilitarian value, hedonic value, social interaction, and binge-playing increase customer confirmation and engagement, boosting financial app platform customer loyalty and brand value cocreation. ANN analysis shows customer engagement affects brand value cocreation more than customer confirmation. Gamification and uses and gratification theories are combined to study customer confirmation and engagement. This study also provides novel theoretical contributions in Fintech and social science behavior literature and managerial implications for financial app managers.
... Research by Zhang et al. (2023) examines customer satisfaction and loyalty using the cognition affective behavior (CAB) theory model. This theory explains the consumer decision-making process from the cognitive to the affective phase and finally to behavior (Bagozzi, 1992). ...
Self-service technology (SST) is a technological interface that allows customers to obtain services independently. SST includes self-checkout machines, food or ticket ordering kiosks, internet services, automated gas stations, and others. The adoption of SST has been an endeavor for firms to improve service quality, enhance operational efficiency, and increase the likelihood of achieving competitive advantage gains. However, empirical evidence is needed to better understand customer expectations of SST service quality and how SST service quality impacts customer loyalty. Therefore, the purpose of this study is to examine SST service quality and its impact on customer satisfaction and customer loyalty. This study adopts the quantitative method and the self-service technology service quality (SSTQUAL) framework and cognition affective behavior theory. Data collection in this study was carried out by distributing questionnaires via google form with a purposive sampling technique, namely the target respondents were SST users at McDonald's aged 18 to 55 years. The results of the questionnaire collection obtained 285 data analyzed by partial least squares-structural equation model (PLS-SEM) with the help of SmartPLS 4 tools. Based on the results of the analysis conducted, 4 hypotheses were accepted. Self-service technology service quality variables are influenced by 5 quality dimensions such as functionality, enjoyment, assurance, design, and convenience. In addition, the self-service technology service quality variable has a positive influence on the customer satisfaction variable, which in turn positively affects customer loyalty. In other words, the service quality of self-service technology has a positive effect on customer loyalty through customer satisfaction.
... The questionnaire is divided into seven sections: psychological contract breach, viewer-live streamer social distance, alternative attractiveness, customer complaining behavior, perceived controllability, NCFI, and demographics. It includes eight items for psychological contract breach, divided into transactional and relational sub-dimensions 69 ; four items for viewer-live streamer social distance 57,70 ; nine items for alternative attractiveness 66,71 ; three items for customer complaining behavior 36,56 ; three items for NCFI 72 ; and three items for perceived controllability 73 . All latent variables are measured using a 5-point Likert scale. ...
With the advancement of digital technologies, tourism live streaming (TLS) has rapidly gained global popularity due to its real-time and interactive features, showcasing significant marketing potential. However, viewer retention remains a major challenge and a bottleneck for TLS development. This study first defined the concept and dimensions of alternative attractiveness in TLS through qualitative interviews. It then constructs an analytical framework based on the Push–Pull–Mooring (PPM) theory. It empirically tests how psychological contract breach, viewer-live streamer social distance, and alternative attractiveness influence viewers’ non-continuous following intention (NCFI) in TLS. The findings reveal that these factors significantly impact NCFI. Customer complaining behavior mediates the relationship between psychological contract breach and NCFI, and perceived controllability positively moderates this relationship. This study provides a new theoretical perspective on understanding viewer attrition mechanisms and offers practical suggestions for TLS platforms and streamers to enhance viewer retention.
... The COVID-19 pandemic has accelerated this trend, with many Vietnamese consumers increasingly opting for digital payment methods. Digital payments provide greater convenience than traditional payment methods, enabling users to complete transactions quickly, from any location, at any time, and reduce costs (Teng & Khong, 2021;Zhang et al., 2023). The adoption of digital payments is rapidly increasing among individuals, businesses, and public sector organizations (Kabir et al., 2017). ...
Background Digital payment systems are pivotal in the digital economy, relying on the interplay between internet technology and e-vendors. This study seeks to explore acceptance behaviors regarding digital payments by employing an extended version of the Trust and Technology Acceptance Model (TAM) and incorporating the Theory of Planned Behavior (TPB). Methods We conducted a qualitative analysis using interview data from 509 respondents and applied Structural Equation Modeling (SEM) to evaluate the relationships between key variables. The extended model allows for a comprehensive examination of both technological and trust-related factors influencing adoption. Results Our analysis revealed that all standardized path coefficients were positively significant, except for the path from perceived usefulness (PU) to attitude (ATT). The findings confirm that while digital payments are primarily driven by Internet and communication technologies, addressing trust-related issues is essential for enhancing user adoption. The TAM identifies perceived usefulness and perceived ease of use, alongside trust, as critical factors affecting behavioral intention. In the TPB framework, trust significantly impacts digital payment adoption through mediators such as attitude, perceived behavioral control, and subjective norm. Conclusions This study enhances our understanding of the factors influencing digital payment adoption, emphasizing the need to address both technological and trust issues. The insights gained provide valuable recommendations for increasing the use of digital payment systems, particularly in the Northern mountainous regions of Vietnam, thereby fostering greater financial inclusion and economic growth.
... stores, restaurants, retailers, supermarkets and companies), and the economy. for customers, DPs enable users to perform transactions quickly, anywhere and at any time (yaokumah et al., 2017;Zhang et al., 2023), at lower costs (teng & Khong, 2021). for organizations, especially distribution channels, DP is not only cost-effective because most vendors, businesses and merchants are free of charge (nguyen & huynh, 2018; yaokumah et al., 2017) but also increases purchase volumes (Wang & huang, 2023) and e-commerce quality services (nguyen & huynh, 2018). ...
This study aims to assess the impact of neighborhood effects (NEs) on the adoption of digital payments (DP), focusing specifically on the northern mountainous regions of Vietnam. The innovation of our research lies in integrating the UTAUT2 model with the theory of herd behavior (THB). By analyzing interview data from 427 respondents using structural equation modeling (SEM), we discovered that NEs exert both a direct negative and an indirect positive influence on the adoption of DP. However, the overall impact is significantly positive. This underscores the crucial role of information shared by relatives, friends and colleagues in promoting awareness of DP. The findings highlight the importance of neighbors in enhancing citizens’ awareness and usage of DP in their daily lives. The article also discusses implications and suggests directions for future research.
... Cognitive-Affective-Behavioral model (Havlena & Holbrook, 1986) Quantitative survey Zhang et al. (2023) Smart Accommodation Functional and emotional values positively affect individuals' intentions to stay in smart accommodation. ...
... The utilization of FRP still lags behind the adoption of hardware (Juniper Research, 2023). People prefer relatively traditional payment methods based on scanning QR codes and using passwords or fingerprints as payment authentication modes (Lee and Li, 2023;Palash et al., 2022;Zhang et al., 2023). FRP in offline payment venues has invested heavily in research and development, making it more secure and convenient than existing payment methods (Hu et al., 2023). ...
... After implementing the new strategy with GKG Customer Engagement, it is likely that the company will achieve several significant results. Increased Customer Retention Rate (CRR), Increased Customer Engagement, Increased Effectiveness of Promotional Campaigns, Increased Customer Satisfaction, and Improved Performance Measurement [46], [47], [48]. A significant increase in Customer Retention Rate (CRR) can have several positive impacts that have an impact on both financial aspect and customer engagement of a company [49]. ...
In the digital age, businesses are increasingly relying on social media platforms to engage with their customers and foster brand loyalty. This paper presents a comprehensive study aimed at optimizing social media promotion strategies to enhance Customer Retention Rate (CRR) while utilizing the GKG (Get Keep Growth) Customer Engagement framework. By examining the interplay between social media promotion tactics and customer engagement metrics, we investigate how businesses can leverage data-driven insights to improve customer retention. Our research showcases the importance of tailoring social media campaigns to individual customer preferences and behaviour, ultimately leading to increased customer satisfaction and loyalty. The results of the analysis of the development of the Customer Retention Rate graph were produced on FMIPA social media with an average CRR in the base case of 71%. Through a combination of data analysis and case studies, we provide actionable recommendations for businesses seeking to maximize the effectiveness of their social media promotion efforts and elevate their CRR.
... Third, the five perceptions of consumption value are independent. In its development, the TCVs have been successfully applied widely to explain behavioral outcomes, including purchase intention (Gupta et al., 2023;Joshi et al., 2021;Rehman et al., 2021), choice behavior (Kushwah et al., 2019;Truong et al., 2021), consumer trust (Amin and Tarun, 2021;Issock et al., 2020) and loyalty intention (Gu et al., 2021;Islam et al., 2023;Teng, 2018;Zhang et al., 2023). ...
Purpose
By applying the theory of consumption value as a conceptual framework, this study aims to investigate the impact of consumption values, namely, functional value (FV), conditional value (CV), social value (SV), emotional value (EV) and epistemic value (EPV) on attitude and repurchase intention in the Halal cosmetics context.
Design/methodology/approach
Considering the increasing transmission cases of the new variant of COVID-19, online questionnaires were distributed to 233 Muslim consumers in Indonesia to collect data. The hypotheses were then validated using partial least square-structural equation modeling.
Findings
The results showed that FV, CV, SV, EV and EPV positively affect consumer attitudes toward Halal cosmetics. The attitude toward Halal cosmetics also positively affects Halal cosmetics repurchase intention.
Research limitations/implications
Two limitations are recognized for future studies, including the generalizability in consumer generation and the obscurity of what predictors determine consumer consumption values.
Practical implications
Halal cosmetics marketers must ensure that the positioning strategy and the value proposition contain elements of consumption values (functional, conditional, social, emotional and epistemic). In addition, an appropriate marketing communication strategy needs to be developed to strengthen consumer awareness and increase consumer knowledge regarding the values offered related to Halal cosmetics.
Originality/value
To the best of the authors’ knowledge, this study is the first attempt to comprehensively address the theory of consumption values by considering all consumption values to understand consumer repurchase intentions in the context of Halal cosmetics.
This study explores the impact of streamer expression certainty on consumer purchase behavior in live-stream e-commerce and its underlying mechanisms. Based on an empirical analysis of 3842 product live-stream data from the Douyin platform and an experimental study, the results show that streamer expression certainty has a significant inverted U-shaped relationship with consumer purchase behavior. Moderate expression certainty enhances consumers’ purchase intention, while excessively high or low expression certainty weakens its effect. Furthermore, perceived competence and perceived warmth mediate this process. Moderate expression certainty enhances consumers’ perceptions of the streamer’s professionalism and sincerity, thereby promoting purchase behavior. However, overly high expression certainty may reduce perceived warmth, leading to decreased consumer trust. This study further reveals the key role of language style in live-stream e-commerce and provides practical insights for optimizing streamers’ language strategies and improving live-stream effectiveness. The study’s limitations and directions for future research are also discussed.
This study explores the impact of word-of-mouth (WOM) and peer influence on consumer switching intentions in a duopoly market for P2P mobile payment services. Specifically, it investigates how the attractiveness of an alternative service and trust in the incumbent mediate these relationships. Analyzing data from 531 respondents from Haiti’s incumbent mobile payment service, we find mixed support for our hypotheses. Positive WOM regarding the alternative service significantly increased switching intentions only when demographic factors were controlled. Interestingly, positive WOM regarding the alternative had a nonsignificant negative effect on its perceived attractiveness but significantly increased trust in the incumbent. Negative WOM, while not directly influencing switching intentions, significantly enhanced the perceived attractiveness of the alternative and decreased trust in the incumbent. Peer influence positively predicted switching intentions. The alternative’s attractiveness had a nonsignificant positive effect on switching intentions, whereas trust in the incumbent significantly and negatively affected them. Notably, trust in the incumbent mediated the impact of negative WOM on switching intentions. These findings highlight the complex interactions among WOM, peer influence, and trust in shaping consumer behavior within a duopoly mobile payment market.
Purpose
AI technology is now intensively used by banks to create value for bank customers. Therefore, this study endeavors to synthesize and track a decade of research emphasizing AI and value co-creation in the banking sector.
Design/methodology/approach
A bibliometric analysis of published research between 2013 and 2023 was conducted based on data obtained from Scopus, yielding a sample of 41 papers for further analysis. Performance analysis and science mapping are conducted as roots for the bibliometric analysis using VOSviewer software and the Biblioshiny package. The bibliometric analysis was incorporated with a literature review.
Findings
The contribution and the theoretical foundation of AI and value co-creation in the banking sector were outlined. In addition, the thematic structure, which is beneficial in uncovering the research gap, is analyzed. Moreover, the systematic literature review helped to clarify the clusters’ content emerging from the bibliometric analysis.
Research limitations/implications
By investigating the “who,” “what,” “where,” “when” and “how” of AI and value co-creation in the banking sector, the study contributes to theory and practice by advancing the understanding of the underlying topic.
Practical implications
The findings benefit marketers and policymakers to effectively use AI to facilitate value co-creation in the banking sector.
Originality/value
This paper is a pioneering bibliometric analysis and systematic literature review of AI and value co-creation in the banking sector and thus has the potential to provide valuable insights for scholars and decision-makers in banks.
Purpose
This study investigates the impact of the COVID-19 pandemic on the digital banking experience in Taiwan. We adapt the D&M ISS model to incorporate trust, security and privacy with respect to satisfaction and loyalty.
Design/methodology/approach
We propose an adapted D&M ISS model as the foundation for information, system and service quality, adding security, privacy and trust to the model. We examine causal relationships among variables and moderating effects with respect to trust and the digital banking experience using a valid sample of 362 consumers in Taiwan.
Findings
The results show that information, system and service quality influence satisfaction, with the latter two having the most significant influence on trust and satisfaction. Trust is critical to determining satisfaction but not to moderating the relationship between satisfaction and loyalty. The digital banking experience also influences security, privacy and satisfaction.
Practical implications
Digital banks should closely monitor the management tactics of system quality and service quality when offering online banking services to users. The findings can help policymakers and regulators in the Taiwanese government review regulations and laws, such as providing open banking infrastructure for digital banks.
Originality/value
This study adapts the D&M ISS model by adding critical factors, including security, privacy and trust, to examine the impact on satisfaction and loyalty. We find that the COVID-19 pandemic influenced the digital banking experience, which affects the perceptions of such banking.
In the increasingly developing digital era, customer satisfaction and loyalty to a product or service are the main factors in maintaining business competitiveness. Factors such as perceived ease, perceived usefulness, and perceived credibility play an important role in shaping customer experience, which can ultimately influence their decision to continue using the product or service. This study aims to analyze the effect of perceived ease, perceived usefulness, and perceived credibility on customer satisfaction and the intention to use a product or service repeatedly. In addition, this study also explores the role of customer satisfaction as a mediating variable. This research method uses a quantitative approach with a survey method involving 100 respondents of Laku Pandai Bank Jateng Semarang Region users as research samples. Data analysis techniques were carried out using Structural Equation Modeling (SEM) with the help of PLS 4.0 software to test the influence of research variables. The results of the study indicate that Perceived usefulness towards customer satisfaction has a significant effect with a p-value of 0.001. Perceived ease of use towards customer satisfaction has a significant effect with a p-value = 0.013. Perceived credibility towards customer satisfaction has a significant effect with a p-value of 0.005. Perceived usefulness towards repeat usage intention has a significant effect with a p-value of 0.000. Perceived ease of use towards repeat usage intention has a significant effect with a p-value of 0.000. Perceived credibility towards repeat usage intention has a significant effect with a p-value of 0.002. Customer satisfaction is proven to be a mediator that strengthens the relationship between the three independent variables towards repeat usage intention. A significant indirect effect was found in the relationship between perceived usefulness (β = 0.087, p = 0.023), perceived ease of use (β = 0.068, p = 0.041), and perceived credibility (β = 0.074, p = 0.026) towards repeat usage intention through customer satisfaction. The R-square value shows that this model can explain 32.1% of the variability in customer satisfaction and 64.2% of the variability in repeat usage intention, indicating that other factors outside the model can still influence the dependent variables.
Background
Digital payment systems are pivotal in the digital economy, relying on the interplay between internet technology and e-vendors. While the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) have been extensively used to explain technology adoption, the role of trust in financial technology adoption remains underexplored. This study addresses this gap by developing an extended Trust-TAM-TPB model, providing a comprehensive framework to analyze digital payment adoption in emerging markets.
Methods
A quantitative approach was adopted, analyzing survey data from 509 respondents using Structural Equation Modeling (SEM). The extended model examines both technological factors (perceived usefulness, perceived ease of use) and trust-related factors (trust’s influence on behavioral intention via subjective norms, attitude, and perceived behavioral control).
Results
Findings confirm that trust is a significant determinant of digital payment adoption, influencing both perceived usefulness and subjective norms. However, a negative relationship was found between perceived usefulness (PU) and attitude (ATT), suggesting that while users recognize the benefits of digital payments, their attitudes may still be shaped by traditional cash-based habits and security concerns. These insights challenge traditional TAM assumptions and emphasize the importance of trust in driving adoption.
Conclusions
This study contributes to technology acceptance literature by integrating trust into the TAM-TPB framework and highlighting its dual role in shaping both perceived usefulness and behavioral intention. Practically, the findings suggest that policymakers and financial institutions should prioritize trust-building strategies, including fraud prevention measures, financial literacy programs, and transparent transaction policies, to accelerate digital payment adoption in developing economies. These insights are particularly relevant for Vietnam’s Northern mountainous regions, where digital payment penetration remains low.
This study examines how the adoption of electronic payment systems at U.S. farmers’ markets can enhance economic opportunities for small food businesses. Using both primary and secondary data, we assess the impact of e-payment integration on consumer behavior and market performance, particularly by identifying key transactional and demographic patterns. Our analysis reveals significant geographic and economic disparities in the adoption of credit card systems, with urban and higher-income areas more likely to implement such technologies. Furthermore, consumer data shows that the availability of e-payment options significantly increases spending behavior, with consumers favoring the convenience and security of credit cards over cash. Notably, we identify two distinct consumer segments—Market Mavericks and Yearly Patrons—whose payment preferences and market attendance behaviors offer insights for targeted business strategies. The Market Mavericks, who are more receptive to e-payment technologies, demonstrate increased spending and frequent engagement, highlighting the revenue potential for small businesses. Our findings suggest that adopting e-payment systems might reduce transaction costs and create opportunities for service innovation that align with evolving consumer preferences, offering a strategic pathway for business growth and market expansion.
Background
Digital payment systems are pivotal in the digital economy, relying on the interplay between internet technology and e-vendors. While the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) have been extensively used to explain technology adoption, the role of trust in financial technology adoption remains underexplored. This study addresses this gap by developing an extended Trust-TAM-TPB model, providing a comprehensive framework to analyze digital payment adoption in emerging markets.
Methods
A quantitative approach was adopted, analyzing survey data from 509 respondents using Structural Equation Modeling (SEM). The extended model examines both technological factors (perceived usefulness, perceived ease of use) and trust-related factors (trust’s influence on behavioral intention via subjective norms, attitude, and perceived behavioral control).
Results
Findings confirm that trust is a significant determinant of digital payment adoption, influencing both perceived usefulness and subjective norms. However, a negative relationship was found between perceived usefulness (PU) and attitude (ATT), suggesting that while users recognize the benefits of digital payments, their attitudes may still be shaped by traditional cash-based habits and security concerns. These insights challenge traditional TAM assumptions and emphasize the importance of trust in driving adoption.
Conclusions
This study contributes to technology acceptance literature by integrating trust into the TAM-TPB framework and highlighting its dual role in shaping both perceived usefulness and behavioral intention. Practically, the findings suggest that policymakers and financial institutions should prioritize trust-building strategies, including fraud prevention measures, financial literacy programs, and transparent transaction policies, to accelerate digital payment adoption in developing economies. These insights are particularly relevant for Vietnam’s Northern mountainous regions, where digital payment penetration remains low.
Purpose
Supply chain revamping (SCR) is an important strategy for firms to improve their supply chain operations in a rapidly changing environment. The purpose of this study is to shed light on the impact of SCR on shareholder value.
Design/methodology/approach
Based on Signaling Theory and 184 SCR announcements published by US-listed firms from 2013 to 2018, this study employs event study methodology and empirically examines three issues: Antecedents of SCRs; Primary purposes and actions of SCRs; In addition to the impact of SCRs on shareholder value using stock returns, we also examined the factors that can influence the extent of stock returns.
Findings
Firstly, our results indicate that SCRs are primarily driven by firms’ poor prior performance, CEO turnover and external control threats (ECTs). Secondly, the stock market favors SCRs aiming to meet customer needs and those accomplished through network remodel. However, the market reacts negatively to SCRs aiming at cutting costs, improving poor performance, and those implemented through network trim. Finally, the cross-sectional analysis indicates that shareholders prefer firms operating in more competitive or faster-growing industries and those adopting an expansionist strategy than those adopting a streamlining strategy.
Originality/value
Our study provides managers with valuable insights into when firms can benefit from initiating SCRs not only by examining the purposes and actions of SCRs but also by examining the industry- and strategy-specific moderators. Our study illuminates the conditions under which SCR will positively affect shareholder value. Additionally, this study contributes to the existing literature by deepening the understanding of the impact of supply chain decisions on firm performance and identifying the marginal conditions under which the stock market will react positively to SCR announcements.
Purpose
Strategic leveraging of Mobile Commerce (M-commerce) holds immense potential for augmenting firm performance within the realm of Small and Medium Enterprises (SMEs) in Malaysia. This study seeks to unravel the important role played by specific factors, namely, relative advantage, security, complexity, firm performance, organizational competence, M-commerce knowledge, competitive pressure, customer value and information intensity in influencing M-commerce adoption and its subsequent impact on SME performance. Drawing on the Technology-Organization-Environment (TOE) framework, the study posits that technological factors (relative advantage, security and complexity), organizational factors (organizational IT competence and M-commerce knowledge) and environmental factors (competitive pressure, customer value and information intensity) collectively shape M-commerce adoption, thereby influencing SME performance.
Design/methodology/approach
The study employs a quantitative approach, engaging SME owners in Malaysia as participants, with a sample size of 150 selected through an online survey. Analysis was conducted using Smart PLS, revealing crucial insights.
Findings
The investigation revealed a positive relationship between relative advantage, security, complexity, competitive pressure, customer value and information intensity, and the adoption of M-commerce within SMEs in Malaysia. Moreover, a positive relationship was identified between M-commerce adoption and firm performance among Malaysian SMEs. Intriguingly, there was no discernible relationship between Organizational IT competence, M-commerce knowledge and the adoption of M-commerce.
Originality/value
This research contributes to the scant literature exploring SMEs’ inclination toward M-commerce for performance enhancement. The proactive adoption of M-commerce stands poised to empower SMEs in Malaysia, enabling them to play a more substantial role in the national economic structure. Consequently, it emphasizes the need for effective communication of government policies pertaining to M-commerce adoption, particularly among SME stakeholders.
Purpose
This study examines farmers’ intention to adopt digital payment (DP) in the mountainous regions of northern Vietnam, employing the unified theory of acceptance and use of technology (UTAUT), self-efficacy theory and herd behavior theory.
Design/methodology/approach
This research used partial least square-SEM (PLS-SEM) with orthogonalizing approach to examine farmers’ adoption intention to adopt DP.
Findings
This research found that factors such as performance expectancy, effort expectancy, social influence and facilitating conditions emerge as significant drivers of farmers’ intention to adopt DP. Moreover, our findings highlight the substantial impact of herd behavior and imitation self-efficacy on farmers’ adoption intentions, illustrating their tendency to emulate the actions of others. Notably, DP self-efficacy emerges as a critical determinant, influencing farmers’ adoption intentions both directly and indirectly through performance and effort expectancies.
Research limitations/implications
Performance expectancy was used to represent DP benefits, which should be divided into economic and non-economic aspects. Imitation behavior and imitation self-efficacy were self-reported, potentially leading to overestimation due to self-image concerns. Hence, future research may consider using performance-based tests to measure herding behavior and imitation self-efficacy.
Originality/value
This study makes a distinct contribution to existing literature by incorporating imitation self-efficacy, thereby expanding the framework of self-efficacy theory in the context of DP adoption.
Advances in mobile payment technology generate confidence to use mobile technology as a means of payment in environments and it becomes a connectivity requirement to carry out economic activities. New trends in mobile technology create the need to know the criteria that influence the decision to use mobile payment technology. The method to determine the factors that influence or act as inhibitors in the acceptance of mobile payment technology is a Systematic Review of the Literature (SLR) which indicates that performance and utility expectations are significant factors for the use of mobile technology as a means of payment. The selection of 60 articles among 100 found with a link to the research topic was the result according to the established criteria. Of these, 43 articles address strategic aspects of the business in the context evaluated. In addition, it is confirmed that security in open connectivity service platforms is a major inhibitor in the use of mobile payment. It is generally concluded that the articles found are mostly related to the mobile payment transaction and partially investigate the strategic use as a technological instrument of economic development.
Malaysia has been a successful developing country and is establishing itself as a developed nation, focusing on a strong economy and a high living standard. Malaysia has also enhanced its digital technology, encompassing everything from robotics to artificial intelligence. Since 96.8 % of Malaysia’s total population of 34 million is connected to the internet and the use of mobile internet users in Malaysia is forecasted to increase between 2.6 million users by 2028, the use of mobile banking will also continue to grow, especially in rural parts of Malaysia. Mobile banking will help rural communities increase their financial accessibility and push the country toward digitalization. Based on a review of past literature, this study aimed to investigate the possible relationships that may exist between variables such as subjective norm, perceived ease of use, perceived usefulness, and perceived COVID-19 risk on behavioral intention to use mobile banking among Malaysian rural residents. Another goal of the study was to discuss the implications of the research findings that will benefit policy makers. A total of 200 respondents answered the questionnaire distributed to residents of Kuala Selangor, Malaysia. The results of this study found that perceived ease of use, perceived usefulness, and perceived COVID-19 risk had significant positive relationships with behavioral intention to use mobile banking. The scientific novelty of this research is that the subjective norm was insignificant.
Since the cost of acquiring a new customer is between 5 to 10 times more than retaining an existing customer, and the loss of a customer is equivalent to losing the potential of 100 other customers, customer loyalty is considered a crucial and vital factor for the success, continuity, and profitability of an organization. Organizations and institutions that succeed in increasing customer loyalty will have a significant competitive advantage due to the loyalty of their customers. In this research, all influential variables on loyalty that have been discussed in studies over the past 53 years (1970 to 2023) have been presented. Despite numerous studies conducted over the past 53 years regarding loyalty in various industries worldwide, there is no comprehensive article that consolidates all these research findings and relevant variables. Therefore, this article aims to provide a theoretical framework in this area by presenting relevant loyalty theories and research conducted in reputable international journals. The goal is not only to contribute to the research literature by synthesizing relevant studies but also to offer a scientific framework in the field of loyalty research for researchers.
The theory of consumption values (TCV) explains consumer behavior by examining the underlying values that drive consumption choices. TCV is prominent across various disciplines, including marketing, information systems, psychology, business, and management. This study systematically reviews articles that have applied TCV, making several key contributions: (1) it presents a synthesis of existing literature on TCV by including studies from 1991 to 2024, providing a comprehensive and updated perspective on the field's evolution; (2) it employs the Theory–Contexts–Characteristics–Methods (TCCM) framework to explore major theories, contexts (industrial and geographical), characteristics (antecedents, mediators, moderators, and outcomes), and methods (research methodologies and data analysis techniques); (3) it also incorporates bibliometric techniques, such as cluster analysis and bibliographic coupling, to visualize the cumulative advancements in TCV research and reveal the intellectual structure, key themes, and influential works; and (4) it systematically categorizes and summarizes consumption values and their measures according to product and service contexts examined over the past three decades. Hence, the findings of the study offer several implications for marketers and academics, suggesting avenues for future research and new applications of TCV.
Purpose
Despite widespread use of virtual streamers, academic research on this subject remains limited. This study aims to explore the mechanisms by which consumer perceptions of virtual streamers influence consumer purchase intentions.
Design/methodology/approach
We used partial least squares structural equation modeling to analyze validated online survey data from 414 consumers watching virtual streamers.
Findings
Consumer perceptions of virtual streamers (perceived competence, perceived interaction quality and perceived warmth) promote the establishment of transactional psychological contract and relational psychological contract between consumers and virtual streamers, which further affects consumers’ purchase intention.
Originality/value
This study enriches the research on virtual streamers, facilitates their adoption and introduces the psychological contract into a new research context by revealing the formation of the psychological contract from the perspective of virtual streamers. Moreover, this study provides a new understanding of the relationship between disembodied artificial intelligence and consumers.
QR (Quick Response) code payment is a very popular form of payment worldwide and brings many benefits to users. The purpose of this study is to explore, measure, and analyze the factors involving the intention to use QR code payments. The research probability uses sampling method to survey 2,500 customers and get 1,473 valid responses. The authors used Stata-14 software to analyze the reliability of the measurement scale through Cronbach’s Alpha coefficient, conduct confirmatory factor analysis (CFA), and use a structural equation model (SEM) to test the research hypotheses. The results show that the factors that affect behavioral intention are optimistic, perceived usefulness, perceived ease of use, personal innovation, electronic word-of-mouth, perceived transaction convenience, and perceived ease of use transaction speed. Therefore, businesses can refer to these factors to determine the best payment method. The study also proposes some practical recommendations and research directions for managers and marketers.
This study investigated the role of fictional spokespersons (i.e., spokescharacters) in enhancing environmental communication persuasiveness using stimuli–organism–response as a theoretical framework. Specifically, the study explored how the excitement, attractiveness and role model traits (stimulus) of spokescharacters influence consumers’ cognitive and affective recycling attitudes (organism), resulting in augmented recycling intentions (response). Theoretical relationships were derived after reviewing relevant literature and tested by collecting data through an online survey administered to 314 U.S. consumers. Data were analysed using structural equation modelling, and findings suggest that the excitement trait positively influences recycling intentions only through affective recycling attitudes. In contrast, the role model trait is suitable for enhancing consumers’ cognitive (directly) and affective (indirectly) recycling attitudes. The attractiveness trait has no standalone role in enhancing recycling intentions but can augment the effect of the excitement trait on affective recycling attitudes. Overall, the findings suggest that spokescharacters can be a promising communication strategy for environmental marketers.
Japanese consumers have always been placed as one of the most highly loyal consumers in the world who are committed to purchasing certain brands for products in many different industries, such as automobiles, luxury goods, and electronics, to name a few. However in recent years, there is evidence to suggest that brand commitment in Japan is decreasing. In this study, we collected data from consumers in 2018 and again in 2023 using the same instrument to ascertain the change in brand commitment as a predecessor of consumer satisfaction, loyalty, and habit and ultimately their impacts on continuance behavior in using mobile wallet applications. We did not find the relationship between satisfaction and continuance intention to be significant in the 2023 model, unlike earlier. The results of this 5-year study comparison revealed that brand commitment was found to be a predecessor construct to both Japanese consumer satisfaction and habit across the years. It was also found that loyalty mediated the relationship between both habit and consumer satisfaction with continuance intention of mobile wallet applications usage. In summary, we found that brand commitment was significant in its relationship to satisfaction, loyalty and habit both in the 2018 and 2023 studies. This indicates a sustained and strong level of brand commitment in the mobile applications context by Japanese consumers. With this research, the knowledge on the well-known constructs of brand commitment, consumer satisfaction, loyalty, habit, and continuance intention have been extended in the area of mobile wallet applications. The findings provide up-to-date insights that have high relevance and important managerial implications in the international marketing research context beyond Japan.
Current situation in COVID-19 pandemic as well as the significant digital transformation , where the whole world is being forced to participate, are lead for a wide acceptance to use the mobile payments. The main objective for the current study is to focus on analysing the primary variable "intention to use" through the Apple Wallet mobile payment system "apple wallet app" in United Arab Emirates (UAE), in addition to defining a context and evaluating the various antecedents of its use. The main variables that addressed by the current study are ability to use (skilful-ness), perceived usefulness, convenience of the system, perceived risk and the primary variable that mentioned before was intention to use. To conduct the study, we invited 422 respondents to an online survey, and we have used a structural equation modelling analysis. The results indicate that mobile user skilfulness is the variable that most influences the intention to use the proposed payment system, followed by perceived usefulness and convenience of the system, while the perceived risk has a weak negative relationship with intention to use mobile payment via apple wallet app in the light of high Cybersecurity Index in the UAE.
Purpose
Service providers have a vested interest in enhancing adoption of technologies that improve the customer service experience. Buoyed by this idea, this paper aims to explore Latin American consumers’ mobile payment (MP) adoption, conceptualized as bank-sponsored mobile wallets that facilitate payment at the point-of-purchase. This paper applies a revised unified theory of acceptance and use of technology 2 (UTAUT2) model as theoretical framework for this exploration.
Design/methodology/approach
To test the conceptual model of MP adoption in Latin America put forward in this paper, the authors used Colombia as a sample site and conducted two studies among a sample of consumers in this country. Completed questionnaires from 186 participants (Study 1) and 398 participants (Study 2) were used in data analyses, which were conducted using Mplus 8.4 and PROCESS.
Findings
In Study 1, performance expectancy, social influence, bank trust, confidence in MP system and consumer innovativeness all impact consumers’ MP use intention; and use intention impacts MP behavior. In Study 2, involving a wider sample, performance expectancy, effort expectancy, facilitating conditions, perceived quality of the MP system, bank trust, consumer innovativeness, consumer optimism and consumer insecurity all affect MP use intention; and use intention significantly impacts MP behavior. Across both studies, follow-up analysis showed that effort expectancy influences performance expectancy for MP and indirectly influences MP use intention through its impact on performance expectancy. Bank trust also indirectly affects MP use intention through its effects on system confidence. In Study 2, age did not affect MP use intention or MP use; however, education affected MP use.
Research limitations/implications
The theoretical underpinning for the conceptual model was the UTAUT2, and the results across the two studies support previous research in which this revised model has been useful in explaining technology adoption. Core elements of the UTAUT2 such as performance expectancy, effort expectancy, facilitating conditions and social influence had different impact on MP adoption in Latin America, depending on the sample. Technology readiness index motivators and inhibitors also aid understanding of MP adoption.
Practical implications
The research provides insights on the variables that members of the MP ecosystem in Latin America (e.g. banks and other service providers, card issuers) need to address in getting Latin American consumers to use MP.
Originality/value
This research extends the exploration of MP to a region of the world that has not been the focus of prior studies on the adoption of this technology and responds to calls by some researchers to increase research in this region. The conceptual models in the two studies also incorporate trust in the banks that are part of the MP ecosystem in Latin America and consumer overall confidence in this MP ecosystem. The results show that both these factors are influential in Latin American consumers’ adoption of MP. System confidence also mediates the relationship between bank trust and MP use intention.
Purpose
The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services.
Design/methodology/approach
The data for this study were collected from 326 respondents who have used restaurant services in Bangladesh. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the research data with SmartPLS 3.3.3.
Findings
The current study’s findings indicate that perceived service quality and price fairness both have a direct and significant effect on consumer satisfaction. Additionally, the research findings reveal a considerable association between perceived pricing fairness and consumer pleasure and consumer loyalty. Additionally, findings indicate that perceived service quality and price fairness both have a significant indirect effect on customer loyalty via the mediating effect of consumer satisfaction.
Practical implications
The current study demonstrates that perceived price fairness has a substantial effect on restaurant consumers’ satisfaction and loyalty; thus, this evidence can assist restaurant owners and managers in developing and implementing their pricing strategy to retain customers. Additionally, the findings have significant implications for restaurant operators, practitioners and policymakers.
Originality/value
Only a few research have been conducted to determine the effect of service quality and pricing fairness on consumer satisfaction and loyalty when it comes to restaurant services. This research conclusion provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness and service quality.
The use of mobile payment (m-payment) is growing exponentially in developing countries. A small number of investigations have been undertaken on what makes people continue to use m-payment in an African context. We combine the task technology fit (TTF) model, expectation-confirmation model (ECM), and trust dimension to explain the influence of continuance use of m-payment. We collected 384 valid questionnaire responses from Mozambique. The results show that the relevant constructs to explain continuance intention are use, individual performance, overall trust, and the moderation role of satisfaction.
The use of Proximity Mobile Payment (PMP) applications with several advantages over traditional payment methods is becoming more common. While a large diffusion of PMP is already apparent in South Korea, Germany is still lagging behind. The study examines the acceptance factors regarding the intention to use PMP in the mentioned countries to understand this divergence. A research model was developed to explain the behavioral intention, with an extensive literature analysis. An online survey was conducted, 186 Germans and 146 South Koreans participated the research. Results show that in both countries perceived usefulness, perceived risk, perceived compatibility, and personal innovativeness are the factors that determine the individuals’ intention to use PMP. In addition, the social influence has an impact on the intention only in Germany, while the factors perceived ease of use and trust had no influence in both countries. Lastly, the influence of factors perceived compatibility and social influence on intention varies due to cultural differences. The study provides theoretical and managerial implications as well as an insight for further research.
This research aims to investigate the adoption gap in mobile payment systems between Italy and China, focusing on users’ intention to adopt mobile payment. The theoretical framing considers both drivers and barriers when combines the unified theory of acceptance and use of technology 2 (UTAUT2) with innovation resistance theory (IRT). To empirically verify the proposed model, this study gathers primary data through a web-based, self-administered survey. To analyze the data, we use structural equation modeling, and to test for significant differences between the two groups we run multi-group analysis. The respondents in Italy and China present different behaviors. Social influence plays a significant role in cultures with high uncertainty avoidance, such as Italy. The tradition barrier is the only significant barrier to the adoption of mobile payment.
Although the significance of destination image is acknowledged, its effect on tourist reactions, especially energy-saving behavior, remains unknown. This research aimed to explore tourist energy-saving behavior (TESB) and loyalty (TL) in a rural land context by using the cognition-affect-behavior (CAB) model. The findings indicated: (1) destination image positively and directly influenced TESB and TL; (2) relationship quality variables, i.e., tourist satisfaction and destination trust, positively and separately mediated the associations of destination image with TESB and TL; and (3) a cross-validation approach of rural and urban cases documented support for the research findings. This study extends the destination image literature by introducing the CAB model and the cross-validation approach to examine energy-saving behavior and loyalty. It offers guidance and a reference for tourism destination practitioners to promote energy-saving behavior and loyalty through the enhancement of destination image and relationship quality.
Purpose: The usage rate of Mobile Financial Services (MFS) has shown an uptick since the emergence of the COVID-19 pandemic in Bangladesh. This study aims to reveal the underpinning reasons for such MFS surge and its continuance by integrating Health Belief Model (HBM) and Expectation Confirmation Model (ECM).
Design/methodology/approach: The study analyzes 529 MFS users' responses during the second wave of the COVID-19- outbreak in Bangladesh using partial least square method.
Findings: Satisfaction is more predictive than perceived usefulness in explaining continuance usage intention. Expectation confirmation also indirectly affects continuance intention. Among the HBM constructs, the indirect effect of perceived severity on continuance intention via perceived usefulness and satisfaction is significant. Besides, the impact of self-efficacy on continuance intention is also significant. Moreover, perceived credibility significantly affects satisfaction and indirectly affected continuance usage intention via satisfaction.
Practical implications: The study projects boosting customers’ satisfaction is critical for the successful retention of existing MFS customers. MFS service providers should emphasize the factors that amplify satisfaction. They must evaluate pre-adoption factors so that customers can have positive confirmation. Especially, the service providers, the policymakers, and the regulators should take an active role in improving the users’ self-efficacy and the system’s credibility. Undertaking the MFS literacy program, installing hotline service to provide emergency help will boost users’ confidence in using the system.
Originality/value: The study is a unique contribution in the context of Bangladesh. To the best of our knowledge, no previous MFS studies in Bangladesh explored MFS continuance usage intention during COVID-19 and beyond. Besides, the inclusion of “perceived credibility” in the framework will supplement the earlier studies conducted on this aspect.
Demand for contactless payments has increased worldwide, but adoption varies by country. We propose a more parsimonious Diffusion of Innovations model (i.e., complexity is dropped and compatible advantage replaces relative advantage and compatibility) to investigate mobile wallet adoption, but with context-relevant extensions of security, privacy and ubiquity. The model is empirically tested for Canada, Germany and the United States. The findings support the proposed model. Furthermore, we find ubiquity, privacy concerns and security risks vary by country, and ubiquity plays a mediating role. This model can be utilized in future mobile app studies and provides country-specific guidance to practitioners.
This study aims to explore the impact of satisfaction and trust on stickiness to Facebook. Also, it proposed that hedonic value, emotional value, and social value act as critical antecedents to Facebook stickiness. A quantitative methodology is used to examine the research questions. The research model was tested with data from 511 university students and five academic professors using an online survey. The proposed hypotheses were tested using regression analysis. Furthermore, Data were collected from targeted participants with Facebook experience, among the 511 participants, 353 were females (69.1%), and 158 were males (30.9%). The SEM analysis showed that satisfaction positively and significantly did affect stickiness, where trust did not. Also, results showed while hedonic value affected satisfaction, it did not impact trust. Hence, the results confirmed that hedonic value served as important value concerns for Facebook users. Nevertheless, the study found that both emotional value and social value impacted satisfaction and trust. The current research has enriched the existing study in the fields of customers' satisfaction and trust on stickiness to Facebook. Moreover, this research is one of the earliest studies that proved that customer value creation serves as an important driving factor for customer satisfaction to generate stickiness to SNS. This study's results help policymakers and designers of SNS to understand what value factors affect users' stickiness to Facebook. Their marketing plans and decisions can be accordingly adjusted. This study suggests that marketers need to pay full attention to social value by adding more interactive features such as comments, likes, and shares in order to build social image and increase one's social influence.
Purpose
This study aims to examine the relationships between the online communities’ characteristics and resilience to negative information (RNI) mediated by both brand knowledge and brand involvement.
Design/methodology/approach
According to stimulus-organism-response (S-O-R) framework, this research postulates that information quality, rewards and virtual interactivity drive RNI directly and indirectly through brand knowledge and/ or brand involvement. A survey of 326 Facebook pages followers was conducted, representing followers of fashion clothing brands in social media platforms in Egypt. We have used AMOS to check the constructs’ validity and reliability, as well as the Hayes’s PROCESS macro to test the mediation.
Findings
The findings show that information quality, rewards and virtual interactivity are the respective drivers of brand knowledge and brand involvement; the brand knowledge and brand involvement help explain why consumers are resilient to negative information of specific brands; and the drivers of brand knowledge and/ or brand involvement differ in consumers who tend to ignore negative information they receive about the brand.
Practical implications
Outcomes of the research recommend that executives should identify the outstanding determinants for improving resilient consumers to negative information through creating the highest possible brand knowledge and involvement between the consumers and brands.
Originality/value
Little attention has been paid to examine the RNI and linking it with brand knowledge and brand involvement in online communities’ context, thus, the current research is conducted.
This research is conducted to analyze the effect of cognition and affection factors on consumer loyalty, the object used in this research is the consumer of local fashion product Cotton Ink. The main purpose of this research is to analyze and describe the relationship between self-congruity, celebrity endorsement, brand attitude, and brand loyalty. Besides, this research analyzes the role of brand attitude as the mediating variable of the relationship between self-congruity and celebrity endorsement toward brand loyalty. This research contribution is giving additional insight into the relationship between variables on the Cognition-Affect-Behavior Paradigms.
Whilst M-commerce is having a major influence in the way businesses and consumers interact, mobile shopping service quality (MS-SQ) has been understudied in the literature. This paper examines MS-SQ within a conceptual model of customer satisfaction and loyalty surveying UK customers who bought fashion clothing via their mobile devices. The results of two empirical studies confirm four dimensions of MS-SQ: efficiency, fulfilment, responsiveness and contact. Using bootstrapping of 2000 resamples, SEM results showed a significant impact of MS-SQ on customer satisfaction, which in turn impacts loyalty. These results are robust across two samples. Only the dimension efficiency exhibits an indirect effect on loyalty via satisfaction in both studies whilst controlling for gender, age, income, value of clothing item, and m-shopping experience. These findings are discussed and have managerial implications for retailers operating m-commerce sites.
Owing to the convenience, reliability and contact-free feature of Mobile payment (M-payment), it has been diffusely adopted in China during the COVID-19 pandemic to reduce the direct and indirect contacts in transactions, allowing social distancing to be maintained and facilitating stabilization of the social economy. This paper aims to comprehensively investigate the technological and mental factors affecting users’ adoption intentions of M-payment under the COVID-19 pandemic, to expand the domain of technology adoption under the emergency situation. This study integrated Unified Theory of Acceptance and Use of Technology (UTAUT) with perceived benefits from Mental Accounting Theory (MAT), and two additional variables (perceived security and trust) to investigate 739 smartphone users’ adoption intentions of M-payment during the COVID-19 pandemic in China. The empirical results showed that users’ technological and mental perceptions conjointly influence their adoption intentions of M-payment during the COVID-19 pandemic, wherein perceived benefits are significantly determined by social influence and trust, corresponding with the situation of pandemic. This study initially integrated UTAUT with MAT to develop the theoretical framework for investigating users’ adoption intentions. Meanwhile, this study originally investigated the antecedents of M-payment adoption under the pandemic situation and indicated that users’ perceptions will be positively influenced when technology’s specific characteristics can benefit a particular situation.
Purpose – This paper aims to investigate if perceived security, trust, and perceived privacy affect both perceived usefulness and perceived ease of use. Also, the study explores if trust, perceived usefulness, and perceived ease of use influence consumers’ intentions to use the e-payment system which is supported by testing the moderation effect of gender on the intention to use such systems in the higher education institutes.
Design/methodology/approach – 850 participants from United Arab Emirates (UAE) universities have filled an online questionnaire prepared for these aims. The survey instrument is composed of 22 items. The primary data was used to test the study model, proposed constructs, and the study hypotheses employing the Smart PLS Software.
Findings – The research confirmed that perceived security, trust, and perceived privacy affect both perceived usefulness and perceived ease of use. Also, the study found that trust, perceived usefulness, and perceived ease of use has anticipated the significance of consumers’ intention to use e-payment system which is found also moderated by gender. Research outcomes indicated an important contribution towards the acceptance of e-payment systems and the common design of e-commerce systems.
Originality/value – Research outcomes have indicated an important contribution towards the acceptance of e-payment systems and the common design of e-commerce systems. Additionally, this study helped in increasing the reader’s understanding of various aspects of e-commerce, specifically consumers’ trust and privacy protection which consequently allows the online sellers to formulate appropriate strategies and actions imperative to serve the online purchasers and target the internet users.
This study explored the effect of perceived usefulness, perceived ease of use, social influence, facilitating condition, lifestyle compatibility, and perceived trust on both the intention to use an e-wallet and the adoption of an e-wallet among adults by using the unified theory of acceptance and use of technology (UTAUT). This quantitative study adopted a cross-sectional research design to gather data from 501 respondents using a Google Form. The collected data were analyzed using partial least square structural equation modelling (PLS-SEM). As a result, perceived usefulness, perceived ease of use, social influence, lifestyle compatibility, and perceived trust displayed a significant positive effect on both intentions to use an e-wallet and adoption of an e-wallet. This study evidenced the mediating effect of the intention to use an e-wallet on the correlations between the predictors and adoption of an e-wallet. Both the age and gender of the respondents moderated the effect of lifestyle compatibility on intention to use an e-wallet. The study outcomes serve to inform managers and policy makers to devise effective strategies that capture consumers’ intention to use and experience of using an e-wallet in the midst of a turbulent market. Ultimately, such carefully sculpted policies may promote the digital platform and web-based application, apart from encouraging higher rates of e-wallet adoption in developing countries.
Purpose
Recent years have witnessed the increasingly fierce competition amongst smartphone brands. Hence, smartphone firms urge to prevent current consumers from switching to maintain market position. Based on the push–pull–mooring (PPM) framework, this study aims to explore the drivers of users' intentions to switch from their current smartphone brands.
Design/methodology/approach
Based on previous literature and the characteristics of the smartphone purchase, this study identified one pushing, two pulling and five mooring factors. Online questionnaires were collected to test hypotheses using the structural equation modelling approach. An additional netnography study provides further support to the hypotheses.
Findings
Results show that regret is a push factor that enhances consumers' switching intentions. Moreover, two pull factors, subjective norms and alternative attractiveness positively influence consumers' switching intentions. Finally, switching costs, emotional commitment and brand community engagement are mooring factors that negatively affect brand-switching intention, whereas consumers' variety seeking has a positive effect.
Originality/value
This study enriches the brand switching literature and offers significant implications for customer retention.
The purpose of this study is to investigate the relationship between consumption value and consumption propensity and tourist satisfaction and to verify the mediating effect of consumption propensity on tourists visiting China. A total of 300 surveys were conducted from December 1, 2018, to January 30, 2019, Overall, 286 surveys were conducted for SPSS 23.0. The empirical results of this study are as follows. First, five sub-factors of the consumption value were selected: social value, functional value, epistemic value, emotional value, and conditional value. For consumption propensity, two sub-factors labeled practical propensity and others-conscious propensity were chosen. Tourist satisfaction was set to be a single factor. Second, as for the results of identifying the importance of sub-factors of the consumption value, the order was social value, functional value, epistemic value, emotional value, and conditional value. Third, the relationship between the consumption value and tourist satisfaction showed that all factors of consumption value had a significant positive effect on tourist satisfaction. Fourth, the result of examining the relationship between the consumption value and consumption propensity showed that the factor of consumption value such as social value, functional value, epistemic value, the emotional value had a significant positive effect on tourist satisfaction while the conditional value had not, and all five factors of consumption value and others-conscious propensity had significant positive regression weight. Fifth. the result of checking the relationship between the consumption propensity and tourist satisfaction showed that all factors of consumption propensity had a significant positive effect on tourist satisfaction. Sixth, the analyses of mediating effect revealed as follows; the relationship between consumption value and tourist satisfaction was partially mediated by four factors, functional, emotional, epistemic, social, of the practical propensity of consumption propensity; and the relationship between consumption value and tourist satisfaction was partially mediated by all factors, of the others-conscious propensity of consumption propensity.
Purpose
This study develops a theoretical model of consumption values regarding the technology adoption of mobile banking (m-banking) services, with the financial service sector as the empirical context. This study aims to evaluate whether consumption values influence trust and intention. Furthermore, the authors explore how the consumer type (i.e. urban vs rural) differs in consumption values regarding adopting m-banking services.
Design/methodology/approach
The data for this study were gathered from 246 responses collected from individuals living in a country with a developing market, using a survey instrument. The six study hypotheses were tested using partial least squares structural equation modeling.
Findings
The authors found support for effects from functional, epistemic and emotional value on intention. Functional and emotional value significantly influenced trust, while social and epistemic value did not. Social value was a significant moderator between functional value and intention. Consumers who were relatively unconcerned with social value were more motivated by functional value, while consumers who placed great emphasis on social value were motivated by epistemic value. Multigroup analysis showed that the effect from functional value on trust was stronger for urban than rural customers, while the effect from emotional value on trust was stronger for rural than urban customers.
Practical implications
Overall, functional value is the strongest predictor of trust and intention; therefore, bank managers are encouraged to promote m-banking services' functional value to increase trust and attract more users by promoting their companies' m-banking application. M-banking customers can also be classified based on the benefits in which they are most interested.
Originality/value
The study is one of the first attempts to demonstrate empirically how consumption values' dimensions drive m-banking use among different types of customers in a developing market context with a high m-banking penetration rate.
The increasing availability and use of mobile technology have allowed for innovative solutions to address a range of issues, especially in relation to health behaviour change. Such technological advances have also created opportunities within the justice context and the past decade has seen the development and use of mobile technology in the criminal justice system. Yet, little systematic research exists in this area. This study begins to fill this gap, through a rapid evidence assessment of the use of technologies, especially mobile applications and text message reminders, which support behaviour change amongst people in the criminal justice system.
Purpose
In spite of the increasing number of Islamic banks offering Islamic investment products, there is, as yet, little academic research on this topic and the consumer acceptance of the products is not yet understood fully. To help in bridging this gap, this study aims to assess the determinants of choice behaviour of Islamic investment products in Malaysia.
Design/methodology/approach
Using the Theory of Consumption Value (TCV) as a baseline theory, data are obtained from 460 bank customers who intend to invest in the products.
Findings
The results of this study show that emotional value, epistemic value, conditional value, functional value and social value are significantly related to the choice behaviour of Islamic investment products.
Research limitations/implications
Three concerns were found in this study. Firstly, the geographies of this study are narrowed down to bank customers who were resided in specific areas in East Malaysia. Secondly, the authors used the TCV on a particular focus of Islamic banking products. Future studies should address these issues accordingly for improved application and generalisation. Thirdly, some reliability issues were identified in composite reliability values and the related future studies are expected to strengthen the research design to extend the findings at best.
Practical implications
The results are helpful for practitioners to develop new business models of Islamic investment products in Malaysia.
Originality/value
This study provides meaningful insights for theory building of choice behaviour in the context of Islamic investment products, where the TCV comes into play.
While food research has gained momentum over the past three decades, research examining the role of perceived food values in food experiences and behavioral intentions among different cultures is limited. Applying the theory of consumption values and structural modeling, this study examines the influence of seven different perceived food values on food experiences and behavioral intentions from a cross-cultural perspective (i.e., Eastern and Western tourists in Macao). It further examines the differences between these two distinct cultures through PLS-MGA. The study involved a convenience sampling of 501 tourists visiting Macao, a creative city of gastronomy recognized by UNESCO in 2017. The results of the PLS-SEM test show that emotional value, health value, and cultural value have a significant influence on tourists' food experience. Specifically, emotional value has a negative influence on the food experience. Moreover, the results indicate that the two different cultural groups vary in the perceived food value in the travel destination. For instance, while epistemic and cultural values shaped the positive food experience for Eastern tourists, emotional value negatively affects the food experience of Western tourists. Implications and suggestions for future research are discussed.
Purpose
This study aims to examine the impact of five consumption values (i.e. ecological, functional, symbolic, experiential and epistemic) on consumers’ intentions to adopt green products. Using Thaler’s utility theory, the authors investigate the indirect effect of values on purchase intention through acquisition utility and transaction utility. Two moderators (materialism orientation and value consciousness) further influence the strength of the effect of consumption values on transaction utility.
Design/methodology/approach
The authors used a survey design (N = 437 Chinese customers recruited through a Chinese online panel provider) and structural equation modeling (SEM) to test six hypothesized relationships in the proposed model. Moderated SEM was used for moderation analysis.
Findings
Most hypothesized relationships in the model were confirmed, with the exception of the functional value–transaction utility link and the moderating effect of materialism on the experiential value–transaction utility relationship.
Research limitations/implications
Larger-scale research may help to determine whether there are more significant differences in consumer evaluations of different types of green products.
Practical implications
As the concept of green marketing in China evolves, firms should continue to stress the importance and value of green products regarding individuals’ care for the environment, status and self-image. Further, firms should conduct systematic utility analyses and address acquisition and price equity in a strategic process.
Originality/value
To the best of the authors’ knowledge, this study is the first to adapt utility theory to green consumption and proposes a clearly defined and well-substantiated set of utility types by merging economic and green consumption literature.
This study aims to understand the consumption values that positively influence the adoption of mobile payment apps (MPAs). The theory of consumption values and two more constructs, initial trust (INT) and customer involvement (COI) are used to create a model tested using structural equation modeling with data collected from 880 Indian consumers. The results obtained from the analysis identified functional (FUV), conditional (COV), epistemic (EPV), and emotional (EMV) values having a significant positive impact on MPA adoption intention. While INT mediated all consumption values, COI positively moderated the relationship of FUV, EPV, and EMV with adoption intention. The critical contribution is using INT and COI to test the mediating and moderating effect utilizing the theory of consumption values. It explains factors contributing directly and indirectly to MPA adoption intention. The study results demonstrate that all consumption values except social value (SOV) positively influence MPA adoption intention. The cross-sectional data was collected during the pandemic from the urban population, which may not be generalizable with other developed nations. The study suggests that promoters of MPAs must focus more on FUV, COV, EPV, and EMV. Governments can promote MPAs with an increased focus on building trust through policy measures and special drives to increase trustworthiness in MPAs. Businesses could increase efforts to involve customers when introducing MPAs and collate critical information from customer touch points for improved consumer involvement. Through greater usage of MPAs, governments can substantially reduce the cost of printing and handling currency bills, saving taxpayers’ money and diverting it to social spending.
Purpose
The purpose of this paper is to identify and examine the important factors that could affect consumers' behavioural intention and use behaviour towards mobile payment services during COVID-19.
Design/methodology/approach
The proposed model extends meta-Unified Theory of Acceptance and Use of Technology (meta-UTAUT) model with perceived severity and self-efficacy factors affecting consumers' behavioural intention and use behaviour towards mobile payment services. A convenient sampling technique has been utilized to gather data from a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation.
Findings
The findings revealed that performance expectancy, effort expectancy and perceived severity have a significant positive impact on consumers' attitude; facilitating conditions has a significant positive impact on effort expectancy; self-efficacy has a significant positive impact on effort expectancy; attitude has a significant positive impact on behavioural intention; and behavioural intention has a significant positive impact on use behaviour. Social influence did not confirm any significant relationship.
Research limitations/implications
The current research study has utilized a non-probability convenient sampling technique to gather data through a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. The respondents were adopters of mobile payment services. The scope of the study is the COVID-19 context or related chronic diseases context where major preventive mechanisms such as social distancing and avoidance of physical contacts are vital.
Originality/value
This study has extended the meta-UTAUT model with the COVID-19 context-specific constructs and relationships. The undertaken work has strengthened the explanability of the model. The inclusion of context relevant variables such as perceived severity and self-efficacy and their association with the existing meta-UTAUT framework have enriched the context of the study. The current study offers a holistic understanding of significant factors influencing Indian consumers’ adoption of mobile payment services in the COVID-19 context.
Purpose
This study examines the antecedents of continuance intention to use mobile payment in the midst of a pandemic. In general, the cognitive-affective-conative (CAC) framework was used as the theoretical base. More specifically, the dynamic interrelationships between the cognitive and affective constructs were derived from a penta-dimensional perspective.
Design/methodology/approach
An online survey yielded 307 responses from youths who were utilizing mobile payment through an online survey which were then analyzed using structural equation modeling (SEM) and artificial neural network (ANN).
Findings
Both positive and negative affective constructs significantly influence continuance intention and can also serve as mediators to the cognitive variables. Interestingly, price savings and referent network size were revealed to be sources of technostress. In addition, despite not having a significant direct influence, price savings should not be overlooked given its indirect significance on continuance intention.
Originality/value
Based on the CAC framework, the constructs were conceptualized according to the respective dimensions to develop this study's research model. It was then used to examine their influences on the continuance intention to use mobile payment in the midst of a pandemic. Moreover, a few novel hypotheses were proposed, and the findings serve to increase the understanding of this subject matter.
Purpose
Platform-driven business models have witnessed a significant proliferation in emerging economies. Such initiatives bring cost-effective services to a larger section of the population, given the reach of mobile phones. Drawing insights from the institutional theory and theories on the multisided platform, this paper aims to examine the impact of institutional intervention and platform competition on the initial adoption and continuance intention of platform-based payment services.
Design/methodology/approach
The research model is empirically developed through a unique single-case study covering the high-value banknote demonetization in India that was initiated in November 2016. The research is primarily based on archival data and is supported by a limited number of interviews.
Findings
The research finds that institutional interventions (in multiple forms) have increased people’s eagerness to use mobile payment. Supportive institutional environment and common citizen’s increased eagerness for mobile payment usage resulted in the emergence of multiple mobile payment platforms. Moreover, competition among multiple payment platforms positively impacts the continuance intention of users to use mobile payments.
Originality/value
The research supplements the present understanding of the technology adoption challenges. The study highlights that the relative success of technology adoption cannot be attributed only to the users’ economic or technological motives, as embodied in the adoption models. Carefully designed interventions by the institutions can reduce users’ inertia in using new technology and positively influence the emergence of multiple platform-based service providers.
The global spread of COVID-19 has caused a huge number of confirmed cases and deaths, which in return leads to a plethora of mental disorders across the world. In order to address citizens’ psychological problems, government agencies in many countries have employed AI-based chatbots to provide mental health services. However, there is a limited understanding of the determinants affecting citizens’ user experience and user satisfaction when mental health services supported by chatbots are provided. Thus, based on the Theory of Consumption Values (TCV), this study proposes an analytical framework to investigate the factors that are important to citizens’ user experience and user satisfaction when they interact with mental health chatbots. Analysis of data collected from 295 chatbot users in Wuhan and Chongqing reveals that personalization, enjoyment, learning, and condition are positively related to user experience and user satisfaction. However, voice interaction fails to devote to citizens’ user experience and user satisfaction. Thus, government agencies and their AI service contractors should enhance the functions and systems of mental health chatbots to ensure citizens’ user experience and user satisfaction. Also, they should more positively promote the use of mental health chatbots during the public health emergency.
Purpose
This study aims to introduce the dimensions of mobile payment services trust from the perspectives of trust transfer as well as the unified theory of acceptance and use of technology 2 (UTAUT2). We established an integrated model to understand the formation and dimensions of mobile payment trust and continuous usage intention in Taiwan.
Design
/methodology/approach– An integrated model is proposed and validated with an online questionnaire survey in Taiwan. Furthermore, SmartPLS is employed to validate the proposed model and hypotheses.
Findings-
The results found upon analyzing responses from 683 participants reveal that the significant antecedents of overall trust include trust in mobile payment service providers, mobile devices, and merchants (R² = 75%). Furthermore, overall trust has significant effects on performance and effort expectancies with regard to mobile payment. Finally, the determinants of continuous usage intention include overall trust, performance expectancy, effort expectancy, facilitating conditions, hedonic motivation, habit, and perceived value (R² = 85%).
Originality-
“Trust” of mobile payment is a common concern for developing mobile payment. However, the literature review conducted for this study unearth different perspectives on studying the “dimensions” of trust in previous mobile payment research studies. Besides, many studies consider trust as a generic term as opposed to studying its specific dimensions. This study attempts to fill the above research gaps to facilitate further understanding of the proposed topic. Therefore, the main contribution of this study is to analyze the multiple dimensions and formations of trust in the context of mobile payment.
Despite convention tourism is becoming an important segment of the tourism industry in many countries, the specific benefits that convention attendees see valuable when attending conventions are inconclusive. Based on the consumption values theory, this study considers the impacts of two types of value: perceived value and value of co-creation on convention attendees’ attitude formation. Derived from a sample of 434 convention attendees and Partial Least Squares Structural Equation Modelling (PLS-SEM) analysis, results indicate that value of co-creation, together with another two dimensions of perceived value, emotional value and functional value, have significant influences on convention attendees’ attitude towards the convention attended. Particularly, it was found that perceived value by itself had limited effects in contributing the positive attitude towards conventions in the contemporary business world as consumers today are increasingly prefer co-creation of value and collaboration with service providers. The study contributes to the convention tourism literature by being the first to incorporate both perceived value and value of co-creation within the same model and testing related hypotheses. The results may facilitate decision-making and strategic development of tourism-related investments among convention organisers, destination marketing organisations and government agencies, which can eventually strengthen a country’s competitive edge in attracting convention attendees.
Purpose
This study aims to analyse the adoption of mobile payment applications during the coronavirus disease 2019 (COVID-19) pandemic using the technology acceptance model (TAM) and Technology Readiness Index (TRI).
Design/methodology/approach
The data were collected from 400 mobile payment application users in Indonesia. The structural equation model–partial least square (SEM-PLS) analysis was conducted to analyse the relationship between variables and test a series of hypotheses.
Findings
TRI constructs affect perceived usefulness and perceived ease of use, with the exception of discomfort which has no significant effect on the perceived usefulness. In addition, attitude is influenced by two main TAM variables: perceived usefulness and perceived ease of use. Meanwhile, the intention to use mobile payment applications is influenced by attitude.
Research limitations/implications
This study will assist mobile payment application service providers and policymakers in planning services and increasing the adoption of mobile payment applications during the COVID-19 pandemic. This study will also add the existing knowledge about the mobile payment applications literature in the context of a pandemic.
Originality/value
This study is the first to empirically employ the TAM and TRI in analysing the adoption of mobile payment applications during the COVID-19 pandemic.
The objective of this paper is to study the impact of service quality gaps with customer loyalty in the Indian telecom sector. Service quality gaps has been considered as independent variable whereas customer loyalty was considered as dependent variable. Five antecedents of service quality gaps have been considered in this study viz. reliabilty, assurance, tangibility, empathy and responsiveness based on SERVQUAL model as given by Parsuraman, Zeithaml and Berry(1988). A survey-based exploratory and causal research design was used. A 27 items instrument was generated comprising of 22 items for the five antecedents of independent variables on the basis of the work of Parsuraman, Zeithaml and Berry(1988), and 5 items for customer loyalty on the basis of the work of Kaur and Soch (2012). The data was collected from 163 customers using mobile service of two telecom operators of J&K (BSNL and Airtel) through structured questionnaires. Cronbach’s coefficient alpha was used to determine the reliability of the instrument. Multiple regression analysis was used to determine the causal relationship between both the independent & dependent variable. Results depicted that the service quality gaps has significant and positive impact on customer loyalty. The study suggests that the service providers should put their endeavor to upgrade the technology and serve the customers with modern equipments.
WeChat has become an essential social media platform in China. This research investigates the importance of the WeChat Red packet as a motivator at achieving user’s satisfaction and loyalty in China. To investigate its impact, and factors that attribute to its popularity and acceptability, we extended technology acceptance model (TAM), in addition to the main model factors, “perceived usefulness and perceived ease of use” our proposed model include, perceived trust, perceived security, and perceived entertainment. The questionnaire was designed, and SPSS was used for the analysis. The research results provide insight into how WeChat Red Packet can motivate users and build their satisfaction to improve their loyalty which in turn increases WeChat users’. These results have future implication and practice for research.
The present study quantitatively investigates the influence of booking app-related risk and vehicle & driver-related risk on ride-sourcing passengers' trust, satisfaction and loyalty. A conceptual model was developed and tested with data collected from 545 ride-sourcing users in Ho Chi Minh City, Vietnam. The findings indicated that perceived vehicle & driver-related risk directly affected passengers' satisfaction and loyalty significantly. At the same time, trust mediated the relationships between perceived booking app-related risks and satisfaction and loyalty. These findings enable practitioners and policymakers to better prioritise risk dimensions when developing strategies to increase passengers' trust, satisfaction and loyalty. Finally, the insights provided in this investigation can be used as a guide for ride-sourcing companies to improve risk manangement and risk communication efforts to increase patronage.
This paper looks to determine the antecedents of Near Field Communication (NFC) mobile payment from a developing country’s perspective. This was done with the use of a conceptual framework based on the Mobile Technology Acceptance Model (MTAM) that consists of mobile usefulness (MU), mobile ease of use (MEU) while integrating mobile self-efficacy (MSE), and system and service quality (SSQ). A self-administered questionnaire developed from measurement items adapted from past studies yielded 352 usable responses from smartphone users who were patronizing popular shopping malls in the Klang Valley region. The analysis was done using SmartPLS 3.0 which found that other than MSE, all other independent variables were significant determinants of the intention to adopt mobile payment. Moreover, MSE and SSQ have significantly positive relationships with MU and MEU. This study successfully applied the MTAM model as 72% of the intention to adopt mobile payment can be explained by all factors in the research model.
Retailers and their supply-chain partners should reconsider their competitive advantages in today's technology-enhanced environment and search for opportunities to collaborate. Mobile applications have emerged as a special form of e-commerce that provide convenience for consumers by saving time and effort. In the pandemic days, people prefer using mobile applications in particular to order food from restaurants and protect themselves from COVID-19. Even though there are many previous studies regarding mobile application usage, they have investigated the antecedents of mobile app adoption. Today, consumers already have adopted them, yet there is a need to understand the outcomes of mobile application usage, especially for mobile food-ordering apps (MFOAs). To fill this gap, this study first positions the MFOAs among other mobile food applications regarding their business models. Then, a structural model was developed and tested by focusing on the outcomes of MFOA usage. A survey of 217 participants was conducted, and the data were analyzed using partial least squares path modeling (PLS-PM). The main contribution of the results is the finding that MFOA satisfaction plays a critical role in developing restaurants' brand satisfaction and loyalty. Thus, brands should cooperate with MFOA providers.
Mobile technology in hotels is to provide innovative service solutions for both employees and customers, yet underexplored, and managerial and operational issues remain. This study aims at identifying those issues involved in adopting and implementing mobile technologies by a thematic analysis of focus group interviews of luxury hotel managers and executives. Eighteen managerial issues surfaced, leading to a mobile technology management framework consisting of six themes: strategic goal, customer management, operations management, process design, provider management, and infrastructure management. This mobile technology management framework provides guidelines for the successful adoption and implementation of mobile technologies in hotels. Implications are discussed with future research issues at the end.
Mobile payment technology continues to spread across the globe, but its diffusion has not been uniform. Its low usage in developing economies is of particular concern to policymakers since this technology has the potential to enable financial inclusion. In this study, in order to develop policy interventions for greater usage, we comparatively analyze factors impacting actual usage and future use intention. India, with its uneven trajectory of mobile payments, gives us an appropriate field to investigate citizens’ usage behaviour. Considering users’ perceptions of both positive and negative attributes of the technology, we develop research models under the umbrella of the valence framework. We utilize technology affordances and constraints theory (TACT) to refine the research models through an understanding of various innovative uses. To test the valence-TACT models, we collect survey responses of 551 citizens across four Indian cities. The results from the models show how certain factors, such as convenience, reflection, and security, have different impacts on actual usage and future use intention, respectively. These findings have implications for critical issues like security, risk, and digital literacy, and can help in the design of policy recommendations for enhancing the use of mobile payments, thereby impacting financial inclusion for all. The valence-TACT model provides a theoretical contribution to mobile payment and innovation literature and also offers several policy insights.
The paper investigates and compares different groups of customers (stayers and switchers) in terms of antecedents of customer loyalty in the telecommunications (telecom) sector, specifically, customer satisfaction, perceived service quality, perceived price fairness, perceived justice in service recovery, and relational bonds. The data were analyzed through the PLS-SEM Approach. The results revealed significant differences between both groups (i.e., stayers and switchers) in their sense of loyalty antecedents. These differences impact the performance of the telecommunications sector in economic, environmental, and social terms. However, the study revealed no difference between stayers and switchers perceptions of service quality. Our research makes a significant theoretical contribution to the consumer behavior literature by comparing stayers and switchers in the telecommunications sector. Moreover, the study has also offered various practical contributions for managers and practitioners to devise value-based strategies for both groups.
Since prior works have overlooked the complexities of two broad constructs, i.e., brand experience and customer engagement, this study selects restaurant-specific dimensions, and examines how these detailed dimensions influence brand loyalty, particularly in chain restaurants. Secondly, while prior studies have discussed relationships among brand experience, customer engagement, and brand loyalty, the mediating mechanism(s) remain unclear, thus, this study examines how customer engagement mediates these relationships, based on 280 questionnaires collected from customers of Taiwan’s chain restaurants, and analyzed using Partial least squares Structural Equation Modeling (PLS-SEM). This study’s results are as follows: 1) Affective experience is a main driver of customer engagement; 2) Sensory experience has a significant impact on cognitive engagement, but not on emotional engagement; esthetical experience impacts emotional engagement, but not cognitive engagement; 3) Emotional engagement is a main driver of brand loyalty, followed by cognitive engagement; 4) Emotional engagement is a main mediator in establishing and deepening brand loyalty.
This study aims to explore the factors affecting customers’ satisfaction and willingness to pay by using DiDi Chuxing (DiDi) in China. A total of 415 valid questionnaires were collected. Data were analysed by using Exploratory Factor Analysis (EFA) and multiple regression. Five factors identified to have affected customers’ satisfaction and willingness to pay are Emotional Value, Economic Value, Social Value, Service Value, and Functional Value. Demographic profile towards these five factors reveals several significant differences. This study contributes to the operation of sharing-economy companies, service improvements of drivers and customer experience, market segmentation and formulation of marketing strategies.
Although many countries have promoted organic farming for its benefits, organic food remains a niche market. This study investigates the drivers of purchasing organic food by examining if and how consumers’ consumption values influence the food choices of regular buyers, occasional buyers, and non-buyers of organic food. We use consumption values as a theoretical lens for classifying different motives for purchasing organic food. Data were collected using in-depth interviews with 27 Vietnamese participants who were comparable in terms of their awareness of, their ability to afford, and their access to, organic food. Thematic analysis was used to analyse the qualitative data. The study advances research in organic food consumption by showing that trust and distrust in the food system, a much wider concept than trust in food labelling, is a determinant of consumption values of organic food, and therefore a determinant of organic food choice. It also makes a valuable contribution to the organic consumption values literature by showing a clear difference in the importance of perceived consumption values across regular buyers, occasional buyers, and non-buyers of organic food. Furthermore, the study advances Sheth’s (1991) theory of consumption values by providing a more nuanced understanding of how consumption values can be interrelated.
Few empirical studies have examined how post-trip destination image is shaped by tourists’ experiences. Although previous studies examined the relationships between experience, image, satisfaction and behavior, these are not fully understood, especially in ecotourism contexts, in which managing destination image can be more challenging. Consequently, an Experience-Image-Satisfaction-Loyalty framework is suggested and examined in an ecotourism context. The present study used multidimensional experience and image constructs and added ecotourism loyalty to the model, extending the previous research. The data used were collected from 375 outbound Chinese tourists on bus tours immediately after visits to a well-known Western Australian ecotourism site. Using PLS-based structural equation modeling (SEM) technique, results show that acting, fun learning, and emotional experiences had an influence on both attribute-based and holistic destination image. In addition, tourism experience had an indirect effect on loyalty (including destination loyalty and ecotourism loyalty) via the mediating effects of destination image and satisfaction. The results suggested some practical implications for ecotourism destination operators designing experiences for visitors as well as for governments and non-profit organizations attempting to promote ecotourism.
Purpose-Consumers in India are increasingly using mobile payment systems (MPSs) to make online and offline payments. Digital payment applications are gradually being used as surrogates for cash, checks and plastic money. The motive behind this research is to analyze the different antecedents that impact the users' willingness to continue using the MPS in India. Design/methodology/approach-An extensive study of the literature review supports the creation of a framework that describes the continuance intention of using MPS. Data from a survey of 612 respondents from India were collected to assess the research model. The study used partial least squares (PLS)-structural equation modeling (SEM) technique to empirically validate the framework developed. Findings-The outcomes of the research suggest that service quality, attitude, effort expectancy and perceived risk act as influencing antecedents of continuance intention to use MPS. Determinants like perceived trust, convenience and social value have no influence on users' continuance intention. SEM analysis has verified the proposed model, which explains 50.7% of the variance of the users' continuance intention of using MPSs. Research limitations/implications-The research is built upon cross-sectional data carried out in India. Hence, the outcomes of the study are limited to this region only. Practical implications-Engaging with the consumers for a long time and enabling their continuance usage are extremely important for firms offering mobile payment services. The managerial implications provide insights into the different ways to capture new business opportunities to the firms rendering mobile payment services in the wake of changing consumer behavior. Originality/value-This research tries to analyze users' continuance intention to use MPS in India. Although many research studies have investigated the willingness of the individuals to adopt novel technology in different frameworks, there are hardly any empirical studies carried out to analyze the antecedents of users' continuance intention to use MPSs.
Modern day store brands (SB) or private labels (PL), now also popularly called private brands, are brands generally owned and marketed by retailers. They have been active on the market for about 70 years. Over this time span, these brands have evolved from generic, cheap, low-quality economy or budget private labels to lower-priced-than-national brand but acceptable-quality value or standard private labels. Over time, retailers extended the value proposition to the consumer segment seeking higher quality by offering premium private labels. This strategy, called the tiered-private label, comprises offering economy PL to the price-sensitive but not quality sensitive consumers, standard PL to mainstream consumers seeking acceptable quality at lower prices, and premium PL to the quality-sensitive segment seeking value. Over the last 40 years (1980–2020), these versions of private labels have witnessed substantial growth around the world, though the growth is said to be tapering in recent times.
As retailers chart the future strategy for their private labels in 2020 and beyond, a pertinent question they face is: Should they continue to offer value or even tiered PL with the same formula that brought them success in the past, or should they morph and adopt new strategies in keeping with current market trends? We support adopting a new strategy that we call the smart PL strategy. The value PL strategy and its manifestation as the tiered PL strategy cater to different consumer segments but focus primarily on price and quality as attributes of choice. In the current marketplace, consumers care not only about price and quality, but also about sustainability, ethics, social responsibility, image, so forth, perhaps more so than earlier generations. They are also more tech-savvy in using digital tools for search and purchase. Retailers, on their part, are now endowed with rich, extensive data that they can tap into to understand customers’ diverse needs, and they are able to harness technology for developing the right product and communication. Thus, the smart PL strategy is a strategy by which retailers can leverage data and technology to market private labels that meet diverse customer needs and achieve greater retail differentiation, store loyalty, margins, and profits. This thought piece provides a road map for developing such a smart PL strategy and directions for future research.
Recently, the explosive growth of mobile social media technologies has dramatically transformed individuals’ interpersonal interaction, decision-making, and daily lifestyles. The primary objectives of this current article are to investigate the possible influences of perceived values (hedonic and utilitarian) on WeChat users’ affective responses (attitude and satisfaction) and electronic word-of-mouth (eWOM) engagement. This study represents one of the few that utilized customer-perceived value theory and uses and gratifications theory to establish a conceptual framework to determine consumers’ word-of-mouth behaviors in the WeChat setting. Based on a web-based survey of 408 WeChat users, structure equation modeling was implemented to identify and confirm the hypothesized research model. Overall, the results reveal that hedonic value and utilitarian value positively and significantly impact WeChat users’ attitudes and anticipated satisfaction. Additionally, satisfaction has a significant influence on eWOM engagement. Furthermore, utilitarian value is discovered to exert a significant indirect effect through satisfaction on eWOM engagement. The obtained outcomes offer fresh insight into whether and how mobile social media could promote mobile social media users’ attitudes and gratification which subsequently would facilitate indicators of eWOM engagement in contemporary mobile-mediated context.
Mobile banking (MB) is one of the most recent innovations for financial sectors which could have practical value to both users and banks. This study aims to explore the dimensions affecting mobile banking loyalty intention and examine their interrelationships and effects on service quality and loyalty. By referring to service quality model, customised factors affecting mobile banking service quality and loyalty intention were proposed. Survey data were collected from 224 mobile banking users and were analysed based on structural equation modelling (SEM). The results of SEM analysis directly or indirectly highlight the importance of the interface design, system quality, security assurance and service quality in mobile banking loyalty intention. Meanwhile, the implications of the findings on both theoretical and managerial are discussed, as well as the limitation of this study.