Customer Behavioral Intentions Research Articles

AN ASSESSMENT OF CUSTOMER SATISFACTION FROM THE INSURANCE POLICIES OF SIERRA LEONE NATIONAL INSURANCE COMPANY

<p>The primary focus revolves around dissecting the key factors influencing satisfaction and dissecting the intricate interplay between customer satisfaction and behavioral intentions exhibited by consumers within the company's context. The study employs a cross-sectional survey methodology, employing a meticulously designed self-administered structured questionnaire that has been disseminated among the customer base of the Sierra Leone National Insurance Company. Employing the robust Structural Equation Modeling (SEM) approach, the research orchestrates an insightful exploration into the dynamics of relationships between various variables. The outcomes of this meticulous inquiry underscore the paramount importance of reliability and responsiveness as integral facets affecting customer satisfaction within the realm of the Sierra Leone National Insurance Company. Contrarily, the study finds technical quality, price, and image quality to lack significant influence as determinants of consumer satisfaction within the company's domain. Significantly, the study unravels a substantial and positive nexus between customer satisfaction and diverse behavioral intentions, spanning from the intent to recommend, switch, and repurchase. Interestingly, the intricate interplay between customer satisfaction and behavioral intentions remains resilient even in the face of demographic influences such as gender, age, educational attainment, and income levels. In conclusion, this study presents insightful recommendations for future explorations, delves into the multifaceted implications for management and theoretical frameworks, and takes cognizance of the inherent limitations encountered during the research journey.</p><p><br /><strong>JEL:</strong> D12; D81; G22, L15; M31</p><p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0799/a.php" alt="Hit counter" /></p>

Customer Participation in the Value Co-creation of Hotel Service Robot Interaction

Service robots are becoming increasingly popular in hotels, mainly providing services such as welcome, check-in, and meal delivery. This study examines the relationships among customer participation, perceived value, and behavioral intention in a hotel service robot context. We collected 321 valid samples and performed the Partial Least Squares (PLS) path analysis. The results show that customer participation is positively related to utilitarian and hedonic values, which further lead to service robot satisfaction. Service robot satisfaction is also related to hotel satisfaction, and both service robot satisfaction and hotel satisfaction have positive effects on behavioral intention. This study helps to deepen the understanding of the influence of customer participation in value co-creation on behavioral intention in human-robot interaction context.

The Effect of the Selection Attribute of Golf Resort on Customer Satisfaction and Behavioral Intentions

The Effect of the Selection Attribute of Golf Resort on Customer Satisfaction and Behavioral Intentions

Effectiveness of Halal Certification Labels on Halal Cuisine at Beach Tourist Sites on Tourists' Customer Satisfaction and Behavioral Intention

Effectiveness of Halal Certification Labels on Halal Cuisine at Beach Tourist Sites on Tourists' Customer Satisfaction and Behavioral Intention

When do shoppers prefer using QR codes? Empirical evidence from Vietnam

This research aimed to explore the factors influencing the behavioural intention to use over-the-counter (OTC) QR codes for purchasing products in Vietnamese supermarkets. The study included 996 consumers and employed a questionnaire-based survey method to test the hypotheses using partial least squares structural equation modelling (PLS-SEM). Drawing on the theory of reasoned action (TRA) and signalling theory, the findings identified five key factors that positively affected the intention to use OTC QR codes: perceived usefulness of OTC QR codes (e.g., for payment and traceability), attitude, customer satisfaction, and supply chain transparency. Additionally, the perceived usefulness of OTC QR codes positively impacted attitude and customer satisfaction, while its usefulness for traceability enhanced supply chain transparency. The study also identified the moderating influence of personal innovativeness on the relationship between perceived usefulness of OTC QR codes for payment and attitude and customer satisfaction. Furthermore, the moderating role of electronic Word-of-Mouth (e-Word-of-Mouth) in the relationship between customer satisfaction, attitude, and behavioural intention was discovered. This research contributes to the existing literature by expanding our understanding of the perceived usefulness of OTC QR codes and elucidating the various mechanisms through which their both functionalities could encourage consumer adoption in the context of Vietnamese supermarkets.

제주지역 소비자의 가정간편식(HMR) 선택속성이 고객만족과 행동의도(구매의도/추천의도)에 미치는 영향

This study was conducted to determine the impact of selection attributes of HMR products in the Jeju region on customer satisfaction and behavioral intention, such as purchase intention and recommendation intention, targeting consumers in the Jeju region. As the analysis results, first, it was found that intrinsic factors(.426), content factors(.358), and notational factors(.244) influenced customer satisfaction regarding the HMR selection attributes of consumers in the Jeju region. Second, it was found that the intrinsic factor (.385) and notational factor(.350) of the HMR selection attributes of consumers in the Jeju region influenced purchase intention. Third, it was found that content factors(.508) and intrinsic factors(.262) influenced recommendation intentions in the HMR selection attributes of consumers in the Jeju region. Therefore, through this study, the intrinsic factors among the HMR selection attributes for consumers in the Jeju region are factors that affect both customer satisfaction and behavioral intention, and are found to be the factors that need to be managed the most among the selection attributes of HMR Jeju, and so it was revealed that continuous management of product taste, price, and brand was necessary.

Structural Relationship Between Perceived Value, Customer Behavior, and Continuous Use Intention of Sports Business Platform Users

Structural Relationship Between Perceived Value, Customer Behavior, and Continuous Use Intention of Sports Business Platform Users

A effect of active senior customer experience value on subjective well-being, and customer behavior intention of hotel: moderating role of hotel booking method

A effect of active senior customer experience value on subjective well-being, and customer behavior intention of hotel: moderating role of hotel booking method

Exploring Social Sharing Value: Effects on Customer Attitudes and Behaviors in Restaurant Livestreaming.

In China, the integration of livestreaming into restaurant marketing has transitioned from mere entertainment to a vital business tool. This study examines the influence of social sharing value (SSV) on customer attitudes and behavioral intentions within the context of restaurant livestreams, applying the stimulus-organism-behavior-consequences (SOBC) model. Analyzing data from 1139 livestream viewers using partial least squares-path modeling (PLS-PM), the results reveal that SSV significantly enhances viewers' trust, satisfaction, word of mouth (WOM), and behavioral intentions. Trust was shown to elevate satisfaction, which, in turn, positively impacts WOM and purchase intentions. Among the SSV's components, brand intimacy emerged as highly influential. Notably, behavioral intention was found to significantly influence WOM activities, underscoring the critical role of proactive customer behaviors in promoting the brand. This study extends social exchange theory by quantifying relationship quality and adapting it to digital consumer interactions in the restaurant industry. The findings highlight the importance of cultivating SSV to bolster customer trust and satisfaction, thereby enhancing loyalty and advocacy. Effective engagement through livestreaming can amplify brand intimacy, establishing it as an indispensable strategy for maintaining competitiveness in the restaurant sector.

Brand experience and consumer inspiration: The mediating role of openness to experience

The introduction of new technologies provides consumers with additional shopping opportunities and allow them to test new products. The study was conducted to determine the effects of brand experience on customer inspiration and behavioral intention and to establish the mediating role of openness to experience. The theoretical framework of the study resides in the theory of marketing and cognitive appraisal theory. Convenience sampling method and structural equation modelling were used within the study. The population of the study consists of customers who order from the online takeaway portal yemeksepeti.com. The data were gathered using questionnaires collected online in June, 2023. A total of 416 valid responses were received. Smart PLS 4 statistical program was used to test the hypotheses. As a result of the tests, it was found that brand experience has a positive effect on customer inspiration and openness to experience. It was also determined that openness to experience has a positive effect on customer inspiration by partially mediating the positive effect between brand experience and inspiration. Furthermore, the hypothesis that customer inspiration positively affects behavioral intention was also confirmed. The research will contribute to expanding the literature on consumer inspiration and openness to experience. Among possible directions for further research is to test the proposed model in relating industries or using statistical data from other countries.

확장된 자기효능감 기반 가치수용모델을 적용한 셀프서비스기술 수용의도

This study aims to explore the structural relationships between older customers' technological self-efficacy, personal innovativeness, perceived values (social, utilitarian, hedonic), attitudes, and behavioral intentions regarding technology-based, contactless services in hotels and restaurants. The survey, based on previous research, targeted customers over 50 who have experience using Self-Service Technologies (SST) in the hotel and restaurant sector, with a final valid sample of 228 respondents included in the analysis. The conclusions from this study's hypothesis testing are as follows: First, senior customers' technological self-efficacy positively impacts utilitarian value but negatively impacts social value. However, it does not significantly affect hedonic value or behavioral intentions. Second, personal innovativeness positively impacts social, utilitarian, and hedonic values, with the most significant enhancement observed in hedonic value. It also significantly influences behavioral intentions. Third, while utilitarian and hedonic values positively affect attitudes, social value does not have a significant impact on attitudes. Fourth, the attitude of senior customers towards SST positively influences their behavioral intentions. These findings suggest that efforts to enhance the technological self-efficacy of the senior customer segment could strengthen functional interactions with technology, thereby enhancing the adoption intentions of SSTs in the hotel and restaurant industries.

A Study on the Structural Relationship Between Tourists' Customer Value, Functional Value, Attitude, and Behavioral Intention in Tourism Destinations

A Study on the Structural Relationship Between Tourists' Customer Value, Functional Value, Attitude, and Behavioral Intention in Tourism Destinations

The Mediating Role of Customer Satisfaction on the Relationship between E-Menus and Customers Behavioral Intentions in the Quick Service Restaurants

Considering the significant role of technological developments in food service industry, there is a lack of research studies examining the role of electronic menus (e-menus) on customer satisfaction (CS) and customer behavioral intentions (CBI), especially in the Saudi Arabian food service industry. This research aims to measure customers’ acceptance to use e-menus on CS and CBI in quick-service restaurants (QSRs) in Saudi Arabia. It also examines the mediating role of CS on the link between customers’ acceptance of using e-menus and CBI. The study adopted a quantitative research approach using self-administered surveys distributed and gathered from a random sample of QSRs customers in Al-hasaa. The major findings from 472 valid surveys, examined using a structural equation modeling (SEM) revealed that there is a significant positive effect of customers’ acceptance of using e-menus on CS and on CBI. Moreover, CS has a significant positive effect on CBI. CS has a partial mediation effect in the link between customers’ acceptance of using e-menus and CBI. This reflects that e-menus (i.e., interactivity, media enjoyment, and consumption visions) play a crucial role in enhancing CS and CBI. Several contributions for scholars and practitioners are discussed.

Effect Of Social Media Marketing Communication On Customer Behavioral Intention Of Fast-Food Restaurant Chain Customers In Sri Lanka: Brand Image As A Mediator

Effect Of Social Media Marketing Communication On Customer Behavioral Intention Of Fast-Food Restaurant Chain Customers In Sri Lanka: Brand Image As A Mediator

Pay-per-click (PPC) advertising and continuous banking service intentions

Despite the increasing popularity of pay-per-click (PPC) advertising and search engine optimization within the financial industry, there is a notable lack of research on the effectiveness of PPC on bank customers' continuous search intention and banking services intention. This study aims to fill this gap by investigating the use of PPC as a tool on customers' search intention and continuous services intention in a retail banking context. Utilizing a quantitative design, we collected data and employed maximum likelihood estimation (MLE) for path analysis to analyze the empirical data. Our findings reveal several substantial results. Firstly, continuous search intentions significantly influence continuous banking services intentions. Secondly, attitude toward PPC advertising significantly affects both continuous search and banking services intentions. Thirdly, satisfaction with PPC advertising is crucial in shaping attitudes toward PPC, continuous search intention, and continuous banking services intention. Fourthly, perceived usefulness directly influences attitudes toward PPC, satisfaction with PPC, and continuous search intention. Lastly, while PPC advertising's perceived ease of use and perceived confirmation are linked to perceived usefulness, they do not directly affect attitude toward PPC. By adopting a dual intentions approach, this study contributes to banking literature by highlighting the importance of understanding the distinct roles of PPC attributes in shaping short- and long-term customer behavioral intentions.

The Influence of TikTok Shop Service Quality on Consumer Loyalty Regarding Customer Satisfaction, Customer Trust, and Behavioral Intention

Technological advancements and Internet penetration have fundamentally changed the way consumers conduct purchasing activities. This phenomenon marks a significant shift from conventional shopping in physical stores to online shopping. This study aims to explore how TikTok Shop's service quality affects customer loyalty and behavioral intentions, specifically in the Yogyakarta and Central Kalimantan regions. Using a linear regression approach and the coefficient of determination, this study shows that TikTok Shop's service quality has a positive and significant impact on customer loyalty, with a contribution of 74.6%. Factors such as reliability, responsiveness, and accessibility are critical in shaping positive consumer perceptions. In addition, customer trust, which is based on consistent and transparent service quality, plays an important role, with a contribution of 65.4% to customer satisfaction. In addition, this study also found that TikTok Shop's service quality influenced customers' behavioral intentions, including intentions to repurchase, recommend the platform to others, and engage further. These findings emphasize the importance of TikTok Shop to continuously improve its service quality to strengthen relationships with customers and ensure sustainable business growth amid fierce e-commerce competition. By understanding and responding to customer needs, TikTok Shop has the potential to strengthen its position as an important player in the dynamic e-commerce industry.

계획행동이론(TPB)을 적용한 미용실 이용고객의 행동의도와 구전 의도에 관한 연구

Modern consumers are acquiring various knowledge and information for better and wiser consumption, companies are changing from past product-oriented marketing to customer-oriented marketing, and the beauty industry is also trying to satisfy the needs of customers that capture their hearts. Various marketing activities are actively taking place. This study investigated the behavioral intention and word of mouth intention of beauty salon users by applying the planned behavior theory (TPB). First, it was found that the attitude, subjective norm, and perceived behavioral control of the planned behavior theory (TPB) had a statistically significant effect on behavioral intention. Second, it was found that the perceived behavioral control of the planned behavior theory (TPB) had a significant effect on word-of-mouth intention. Third, it was found that the behavioral intention of customers using beauty salons did not have a significant effect on word-of-mouth intention. The analysis results of this study seem to have contributed to suggesting the direction of the beauty industry.

Dynamics of social media involvement in building customer engagement and co-creation behavior: the moderating role of brand interactivity

PurposeAdopting a self-congruence theory (SCT) and service dominant logic (SDL)-informed perspectives; we develop a model that investigates the interface between social media involvement (SMI), self-brand congruence (SBC), customer-brand engagement (CBE), brand co-creation behavior (BCB), brand interactivity and behavioral intentions (BIN) with luxury service hotel–brands.Design/methodology/approachWe test a sample of hotel-customers to probe this matter using partial least squares structural equation modeling.FindingsThe results revealed that SBC and SMI positively impact CBE and BCB and behavioral intentions. The findings also exposed SMI’s and SBC’s indirect effect on customers' BCB and behavioral intentions, mediated through CBE. Finally, the results explored the moderating role of brand interactivity to enhance our model’s explanatory power.Research limitations/implicationsWe focus on SMI, CBE and BCB. This study contributes to the existing marketing and hospitality management research and spawns rich opportunities for further studies.Practical implicationsThe study article assists marketers in comprehending the CBE-based antecedents and consequences and facilitates their increasing CBE, BCB and behavioral intentions.Originality/valueWhile the growing insight into social media, customer engagement and co-creation within the service industries, little remains accredited concerning the link of these and related variables in the luxury hotel-brand context.

Study on the Usage Behavior of PLN Mobile Application using UTAUT 2 Model among PLN Customers in North Sulawesi, Central Sulawesi, and Gorontalo

The objective of this research is to analyze the factors affecting consumer behavior in Indonesia regarding the utilization of the PLN Mobile Application within the PLN Distribution Unit located in North Sulawesi, Central Sulawesi, and Gorontalo, employing the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model. The selection of this model was based on its recent relevance to the adoption of the PLN Mobile Application. This research falls under the quantitative category. Sampling is performed using a non-probability sampling method known as purposive sampling. This research involve 385 PLN Suluttenggo customers as respondents. The data analysis technique in this research used Partial Least Square Structural Equation Model (PLS-SEM) utilizing SmartPLS software version 3.2.9. The outcomes of the research indicate that there are five variables in the UTAUT 2 model that have a positive and significant influence on behavioral intention to use the PLN Mobile application, from the highest to the lowest respectively are price value, habit, social influence, hedonic motivation, and performance expectancy. Meanwhile, there are three factors that positively and significantly influence on usage behavior, namely behavioral intention, facilitating conditions, and habit. Hence, companies can utilize this model to enhance customers behavioral intentions and usage of the PLN Mobile application by taking these factors into consideration.

The Influence of Customer Participation on Customer Behavior Intention under the O2O Mode of Fast Fashion Brands

The Influence of Customer Participation on Customer Behavior Intention under the O2O Mode of Fast Fashion Brands