Customer-perceived Value Research Articles

Importance of Customer Perceived Value in Restaurant Businesses: Influence of Brand Experience on Brand Strength and Electronic Word of Mouth

The purpose of this paper is to empirically examine the relationship between brand experience, brand strength, and electronic word of mouth along with mediating role of perceived brand value. A total of 308 responses were generated, using an electronic questionnaire. The data was deductively analyzed using reliability, validity, confirmatory factor analysis (CFA), and structural equation modeling (SEM). The results of this study indicate that brand experiences positively influence brand strength and electronic word of mouth. Moreover, the results revealed the partial mediation of customer perceived value in the relationship of brand experience and brand strength and also in the relationship between brand experience and electronic word of mouth. This study explains how restaurants can create electronic word of mouth and increased brand strength through memorable experiences. This study provides insight beyond marketing mix elements, and ad theatrical elements which provide evidence for positive customer value perception increased brand strength, and widely generated word of mouth. The theatrical elements of serving food studied in this research have not been studied before in the context of Pakistani restaurants. Therefore, this study bridges the gap between previous studies.

Work engagement and perceived customer value, the mediating role of meaningfulness through work

Background: Work engagement is considered an important contributor towards the success of any organisation, while finding meaning in work has been proven to enhance productivity and, ultimately, assists in improving the bottom line of an organisation.Aim: The aim of the study is to examine work engagement and meaningfulness through work and at the workplace, and how these factors impact on perceived customer value. More specifically, the researchers were interested in whether meaningfulness could mediate the relationship between work engagement and perceived customer value.Setting: Data were collected from employees at a large South African manufacturing organisation.Methods: Respondents from a manufacturing organisation in South Africa participated in the quantitative cross-sectional study (N = 152). They completed previously validated questionnaires to assess work engagement, meaningfulness through work and perceived customer value from an employee perspective. (Males = 52.21%; Working less than five years in the industry = 54.61%; Non-management = 50%).Results: Correlation results indicate that features of engagement, meaningfulness through work and perceived customer value were positively associated. A simple mediation model indicates that meaning could be considered a mediator in the relationship between work engagement and perceived customer value.Conclusion: Study results indicate that work engagement was not sufficient to improve perceived customer value and that finding meaning in and through work was also required.

The Effect of Perceived Cost, Trust, Usefulness, And Customer Value Addition on Intention to Use of Go-Pay Mobile Payment Services In Small Traders

This research is based on the phenomenon of the problem of the widespread use of payment methods based on financial technology (fintech), namely mobile payments which contribute to the circulation of electronic money reaching Rp.47.2 trillion in December 2018. However, there are mental barriers that increasingly hinder the intention to adopt this fintech-based service. One of the largest providers of mobile payment is Go-Pay who owned by Go-Jek. These barriers are in the form of costs, trustworthiness, usefulness, benefits, and experiences that will be obtained. The aims of this study are to identify the effects of Perceived cost, Perceived trust, Perceived usefulness, and Perceived customer value addition on Intention to Use Go-Pay Mobile Payment services on Small Traders. The samples used were 120 respondents of small traders. This study uses multiple linear regression analysis to identify the relationship between variables. These results indicate that the perceived cost, perceived trust, and perceived customer value addition have a significant positive effect on Intention to use, while perceived usefulness has a negative and insignificant effect on Intention to use. This research is expected to be able to provide benefits for mobile payment providers in developing ways to attract small merchant partners for their mobile payment facilities.

E-COMMERCE: THE IMPORTANCE ROLE OF CUSTOMER PERCEIVED VALUE IN INCREASING ONLINE REPURCHASE INTENTION

In the midst of digital business growth rapidly and Covid-19 pandemic that has lasted for several years, people tends to carry out all their activities from home, including fulfilling their needs through various e-commerce services. This research model intends to investigate the important role from customer perceived value in increasing online repurchase intention on various e-commerce sites in Indonesia, such as Shopee, Tokopedia, Bukalapak, Lazada and Blibli. This research method designed by quantitative causality with a total sample of 310 people through snowball sampling. The analytical method used AMOS-SEM to verified the role of customer value perceptions. This results shows that customer perceived value indirectly act as an crucial part in increasing the influence from e-service quality, ease of use, store image and online promotion on online repurchase intention.

HOW TO IMPROVE ONLINE SHOP CUSTOMER SATISFACTION THROUGH SERVICE QUALITY

This study aimed to figure out the Effect of Quality System, E-Service Quality, and Information Quality on Value Perception and Customer Satisfaction of an online marketplace. The number of samples used was 110 respondents who have become customers at Bukalapak, a well-known online shop in Indonesia. Data were collected through a survey toward the customers. The PLS-SEM was applied to evaluate the relationship among variables. The results indicated that the E-Service Quality Variable, Quality System, and also Information Quality positively and significantly affected the Customer Satisfaction Variable. However, only Quality System and Information Quality positively and significantly affected Value Perception, showing its mediation role to Customer Satisfaction. This study suggests that online marketplaces should have more concern to their Quality System and Information Quality as well as E-service quality to improve their sales performance by increasing their customer satisfaction and Value Perception.

The effect of customer-perceived value when paying for a product with personal data: A real-life experimental study

This study delves into consumers’ privacy valuation, modeling the privacy calculus as a mediating construct and aiming to investigate the factors that possibly influence the perceived costs and benefits thereof. A reverse auction was conducted within a real-life experimental field setting, which enabled the researchers to control the consumer decision-making process for customer-perceived value. The results highly support the conceptualization of the cost–benefit calculus as a mediating construct. The findings indicate that consumers distinguish between the positive and negative consequences of personalization when they determine the value of their data. Furthermore, the findings prove the important relationship between customer-perceived value and consumers’ data valuation. The findings show that negative elasticity of the suggested bid amounts to a change in usage intensity. This study substantially enhances the academic understanding of consumers’ decision-making processes when exchanging data for benefits.

The role of customer experience in the perceived value–word-of-mouth relationship

PurposeThe customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM behavior arising from CX and whether CX acts as a core mediator (vs a moderator) in the association of CPV and subsequent consumer-behavior outcomes.Design/methodology/approachBy conducting two studies spanning a broad range of services, this paper explores the relationship between CPV, CX, and WoM behavior through structural equation modeling.FindingsThe findings are that CX plays a crucial role in the CPV–WoM relationship, thereby confirming the existence of a direct link between CPV (social/hedonic/utilitarian value), CX and WoM. The results also highlight CX’s mediating role in the relationship between social and utilitarian (but not hedonic) values. Moreover, the results reveal that the EXQ scale, measuring CX, comprises distinct experiences perceived by high and low CX-based customer segments, respectively.Practical implicationsCPV (utilitarian, hedonic, social) not only affects consumers’ behavioral intentions but also, more importantly, their WoM behavior. Therefore, managers need to consider all three values. Moreover, managers should shift their focus from social value perceptions to CX. The results suggest that managers need to devote additional resources to the development of a suitable CX, which will help mitigate consumers’ online and/or offline brand-related WoM. This study indicates the context in which managers must emphasize the construct that produces positive outcomes.Originality/valueBy identifying a direct relationship between CPV, CX and the ensuing consumer-behavior outcomes, the study offers important theoretical insight into CX’s nomological network.

The mediating effects of program loyalty in loyalty rewards programs: an experimental design in coffee shops

PurposeThe purpose of this study is to evaluate the impact of reward structure on the customer's value perception of the program, loyalty to the program and loyalty to the firm.Design/methodology/approachA 2 (type of reward) x 2 (timing of redemption) between subjects experimental design was conducted. In addition, the indirect effect of the customer's value perception of the program on loyalty to the firm via loyalty to the program is tested with Hayes and Preacher's mediation procedure.FindingsStudy results indicated that type of reward has a positive impact on the perceived value of a loyalty program. Program loyalty mediates the relationship between the perceived value of the loyalty program and customer loyalty, as well as the relationship between type of reward and customer loyalty.Originality/valueThe findings of this study demonstrate the importance of the type and timing of loyalty program rewards on customer perceptions of the value of the loyalty program. In addition, this study is a step forward in providing a deep understanding of the impact of such perceptions on loyalty. These findings fill a number of research gaps and provide tangible guidance for practitioners.

Customer-Perceived Value on Samsung and Apple Smartphone: A Comparative Study on Japanese and Bangladesh University Students

Customer-perceived value constitutes at the core of competition of brands. This analysis is done in light of the case between Apple and Samsung over customer perceived value (CPV) on brands among the students of Japan and Bangladesh. Therefore, the main research question of this study is to compare brand preferences between Apple and Samsung among students of two countries. This study is followed by quantitative research approach. Both primary and secondary data were used in this research. Primary data were obtained through structured questionnaires given to respondents for in depth interview. Data were analyzed using statistical software: SPSS. The research result revealed that the brand loyalty is high among Apple users; hence Apple has a strong brand preference over Samsung among the students of Japan. In contrast, brand loyalty is high among Samsung users in Bangladesh since it has a strong brand preference over Apple because of open-sourced Android operating system and cheaper price of the product. The study has shown that the customer perceived value of Apple is higher than that of Samsung. The study also found that the brand image of Apple was relatively better as compared to that of Samsung in most of the traits studied especially in quality, price, operating system, and after sales service. This paper provides a comparative analysis on customer perceived value on brand of two giant smartphone companies and through this analysis it can be concluded that at present Samsung is the best brand for smartphone users in Bangladesh, in contrast, Apple is the leading brand in Japan to smartphone users. Keywords: Customer-Perceived Value, Brand Dentity, Value Chain, Competitive Analysis, Smartphone

The effects of social commerce environmental characteristics on customers’ purchase intentions: The chain mediating effect of customer-to-customer interaction and customer-perceived value

• A research model is proposed to examine the factors that influence purchase intention in social commerce. • Purchase intention is influenced by interactivity, stickiness, sociability, and personalization of the social commerce. • Customer-to-customer interaction and customer-perceived value have a chain mediating effect between the social commerce technical environmental characteristics and purchase intentions. • The relationship between interactivity and interpersonal interaction follows an inverted U-shaped curve. • Social commerce managers should take actions to design suitable environmental characteristics for better business promotion. Through the combination of e-commerce and social media, social commerce has the potential to significantly influence customers’ purchase intentions. However, the mechanisms underlying this influence still need to be elucidated. Based on a stimulus-organism-response model, a chained mediation model is built in the present study to reveal the relationships between environmental factors and customer behavior. Empirical analyses show that four technical environmental characteristics increase customers’ purchase intentions through customer-to-customer interaction and perceived value. One of these characteristics, “interactivity,” has inverted U-shaped effects on interpersonal interaction, while stickiness, personalization, and sociability have linear influential effects. The results of the present study offer recommendations to managers on how to build an attractive social commerce environment to effectively increase customers’ purchase intentions.

Evaluating the interactions of multi-dimensional value for sustainable product-service system with grey DEMATEL-ANP approach

Thus far, researches related to sustainable product-service system (PSS) largely investigate the interrelationships of factors with a focus on consumer, and concentrate on the requirement identification for PSS design; few address the interactions of multiple value from different stakeholders in the sustainable PSS implementation. In this paper, the multi-dimensional value elements for sustainable PSS are recognized to maximize the mutual value among stakeholders and realize sustainable benefits in PSS, considering customer value perceptions, customer service requirements, sustainability potentials and partnership establishment simultaneously. Then the interdependencies of value elements are prioritized with a hybrid model, which incorporates Decision-Making Trial and Evaluation Laboratory (DEMATEL), Analytical Network Process (ANP) and grey theory. In accordance with cause-effect relationship, strength of interactions, as well as influential weight of criteria, the predominant value factors and the improvement direction for sustainable PSS are identified. The results of the present work can provide the decision-makers in manufacturing enterprise with theoretical guideline to implement sustainable PSS successfully from the perspective of multi-dimensional value coordination among different stakeholders.

A silver lining in the COVID-19 cloud: examining customers’ value perceptions, willingness to use and pay more for robotic restaurants

ABSTRACT The COVID-19 pandemic has severely affected the restaurant industry due to enforced closures and limitations on social gatherings, prompting restaurateurs to innovate and adapt in order to ensure the viability of their businesses. Pandemic has also induced changes in our perceptions of safety in public spaces, necessitating the adoption of social distancing and more widespread use of online platforms for purchasing and communication. While the pandemic might be a catalyst for the adoption of contactless technologies, some restaurateurs remain hesitant to invest in service robots because they are not convinced of the return on investment and the potential value service robots can deliver to their customers. Therefore, this study aims to explore customer value perceptions of service robots and their impact on customers’ attitudes and behaviors toward robotic restaurants. Findings yielded by a survey of 445 potential diners in Taiwan show that customers’ willingness to use and to pay more for robotic restaurants are determined by their attitudes toward robots, which are influenced by functional, conditional, epistemic, emotional, co-creation, and social values. Our survey results also reveal that the importance of conditional value is amplified by crisis-specific antecedents, namely the need for physical distancing and mysophobia. These findings have implications for restaurant pricing policies and can be considered by restaurant managers when formulating strategies aimed at sustaining their business in these challenging times.

Pengaruh Persepsi Kualitas Pelayanan dan Persepsi Nilai Terhadap Kepuasan Serta Dampaknya Pada Loyalitas Pelanggan Maskapai Penerbangan

This study aims to determine : The effect of perception of service quality on customer satisfaction, The effect of customer value perception on customer satisfaction, and And the impact of customer satisfaction on customer loyalty. This study uses the independent variable (service quality perception, customer value perception), and the dependent variable (customer satisfaction and customer loyalty). The sample method used in this study is the roscoe method and the Analysis Tool used in this study is AMOS version 23. With the number of 200 respondents selected are people who have used Batik Air Indonesia's flight services in the city of Bogor. Based on the research, it can be concluded that there are three hypotheses that have positive and significant influence, namely: The first hypothesis is the perception of service quality and customer satisfaction has an influence and significant with the results of the t-test of 4.039 greater than t-table. The second hypothesis is the perception of customer value on customer satisfaction has an influence with a negative t-test that is equal to -1.529 smaller than t-table. The third hypothesis is customer satisfaction Customer loyalty has a positive and significant impact with the t-test result of 4.039 greater than t-table.
 
 Keywords: Perception, influence, impact, Service Quality, Customer Value, Customer Satisfaction, Customer Loyalty, Batik Air Indonesia.

Toward a conceptualization of personalized services in apparel e-commerce fulfillment

Purpose Today, customers’ perceived value does not only depend on the products, but also on the services provided by a firm. In e-commerce, it is important to shift the focus beyond the product and discuss the value of personalized services in the context of e-commerce fulfillment. Therefore, the purpose of this paper is twofold: to develop a conceptual framework proposing satisfaction through personalized services as a middle-range theory; and to suggest foundational premises supporting the theoretical framework, which in turn shape middle-range theory within the context of apparel e-commerce fulfillment. Design/methodology/approach In this theory-driven paper, the authors apply the scientific circle of enquiry, as it demonstrates the role of theorizing with the help of middle-range theory and empirical evidence and as such provides a methodological scaffolding that connects theory formulation and verification. The authors synthesize literature related to customer perceived value (CPV) and satisfaction, followed by abduction focusing on understanding the empirical domain as it occurred in practice from company cases. The presented case studies are based on semi-structured interviews with three Swedish online retailers within the apparel industry. The theory-driven analysis results in suggestions of foundational premises. Findings Based on the theoretical foundations and empirical generalizations, three propositions are suggested. The premises regarding satisfaction through personalized service applied in the domain of apparel e-commerce fulfillment are: to ensure customer satisfaction requires a value co-creation perspective using data during the pre-purchase phase; to ensure customer satisfaction and retention require added-value perspective during the post-purchase phase of the shopping journey; and to ensure satisfaction and convenience require an added-value perspective at the last mile. Practical implications The apparel firms lose a substantial amount of revenue because of poor online customer satisfaction, leading to e-commerce not reaching its full potential. To enhance customer value, online retailers need to find a resort in advanced technologies and analytics to address customer satisfaction, and it is suggested that retailers shift their focus beyond the products and find ways to improve personalized service offerings to gain market advantage, improve fulfillment, drive sales and increase CPV. Originality/value To consider personalized services as a source for improving e-commerce fulfillment and CPV, the main contribution of this study is conceptual as it presents a theoretical model developed from general theory, middle-range theory and verified with empirical claims.

“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services

Express parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing customer perceived value (CPV). This study aims to investigate the business-to-business (B2B) performance between companies and their main express parcel service provider. The main objective was to analyze the impact of CPV on both the intention to repurchase services and the intention to recommend such services in the business-to-business (B2B) express parcel delivery sector. This study develops a research model that is analyzed in the express parcel sector in Spain using the variance-based structural equation technique, partial least squares (PLS-SEM), for data analysis. The findings reveal that with express parcel services in the B2B sector, perceived value was positively associated with the customer’s perceived satisfaction and trust, which in turn enhances the intention to repurchase and stimulates advocacy. In a market as competitive as the express parcel market in the B2B environment, customer perceived value is a critical factor in ensuring company sustainability.

Examining the relationship between customer-perceived value of night-time tourism and destination attachment among Generation Z tourists in China

ABSTRACT Night-time tourism leverages unique tourism opportunities posed by the night and stages the host destination at night as a core tourism attraction. The present study investigates the relationship between customer-perceived value about night-time tourism and destination attachment among Generation Z tourists. An online survey administered among Chinese Generation Z consumers who had participated in night-time tourism activities within the last one year generated 286 valid responses. The partial least squares based structural equation modelling approach was applied to test the research hypotheses. The results show that emotional value, epistemic value, green value, and perceived safety each positively affect destination attachment. Whereas the influence of functional value, economic value, and social value on destination attachment is not significant. The value dimensions considered in this study play a major role in predicting destination attachment in the night-time tourism context. The implications for researchers, destination marketing organisations, and policy makers are discussed.

The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia

Investigation on the structural relationship of information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction. In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development.

Using VIKOR with structural equation modeling for constructing benchmarks in the Internet industry

PurposeThe study uses VIseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR)-structural equation modeling (SEM) to construct benchmarks for service providers and evaluate a multimethodology practice in the Internet industry.Design/methodology/approachThe data were collected using a survey based on an email/interview with 444 Internet users participating. SEM obtained coefficient values by way of customer expectations for Internet service providers. The authors normalized coefficients and integrated them into the VIKOR method for ranking competitors in the Internet industry.FindingsVIKOR-SEM revealed that network and information quality and security/privacy significantly positively impact customer trust while network and information quality and customer trust significantly positively affect Internet users' value perceptions. Customer services do not affect customer trust, while security/privacy and customer services have no significant influence on customer value perceptions. Though customer services and Internet users' trust and value perceptions directly, significantly and positively affect their commitments, the quality of network and information and security/privacy indirectly, significantly and positively influence customer commitments.Research limitations/implicationsThe study was in the Internet industry of Iraq. The results cannot be accurate for the other countries and the service sectors. The researchers/managers can adopt the model in other service sectors to test the multimethodology.Originality/valueVIKOR-SEM evaluated the changes in customer expectations and service providers in the Internet industry.

Wellness tourism: customer-perceived value on customer engagement

Turismo de bienestar: el valor percibido por el clienteen la participación del clienteObjetivoEste estudio evaluó el proceso de la creación conjunta de valor dentro del turismo de bienestar, mediante la construcción de un modelo de ecuación estructural de las interacciones de los clientes con (1) el medio ambiente, (2) los empleados de servicio y (3) otros clientes relacionados con el valor percibido por el cliente y el compromiso del cliente.Diseño/Metodología/EnfoqueLos cuestionarios fueron distribuidos en destinos de turismo de bienestar conocidos cerca de la ciudad de Guangzhou, provincia de Guangdong, China. El contenido del cuestionario incluye: interacción cliente-medio ambiente, interacción cliente-empleado de servicio, interacción cliente-cliente, valor percibido por el clientes, compromiso del clientes y el contexto demográficos. Este estudio recopiló 528 cuestionarios válidos de centros turísticos de aguas termales, parques forestales nacionales, montañas y spas de bienestar localizados en la provincia de Guangdong,China. Se utilizó el modelo de la ecuación estructural (Structural Equation Modeling, SEM) para analizar los datos obtenidos.ResultadosLos resultados revelan que los tres tipos de interacciones, que incluyen la interacción cliente-medio ambiente (ICMA), la interacción cliente-empleados de servicio (ICES), y la interacción cliente-cliente (ICC), tienen efectos positivos en el valor percibido por el cliente (VPC), y que el VPC afecta positivamente el compromiso del cliente (CC). Con base en estos resultados, se dan recomendaciones de gestión para las empresas de servicios de turismo de bienestar.Originalidad/ValorEste es un estudio bastante inexplorado sobre la causa y el efecto del VPC en el turismo de bienestar, desde la perspectiva de la creación conjunta de valor (CCV). Este estudio no solo contribuye al conocimiento sobre los factores que fomentan el VPC, sino también a la comprensión de las conexiones entre el VPC y el CC.

Influence of service quality on consumer loyalty: a mediation analysis of health insurance

PurposeThis study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV) in health insurance products in Malaysia.Design/methodology/approachData were conveniently collected through a self-administered questionnaire from subscribers to health insurance products and services in Malaysia. A total of 456 available questionnaires were used in the analysis. Partial least square (PLS) structural equation modelling (V3.3) was used to obtain the study results.FindingsA positive relationship is observed amongst the studied variables. In addition, CPV partially mediates the proposed relationship and also indirectly mediates the relationship between SQ and CS. Lastly, CS partially mediates the proposed relationship. Hence, all proposed direct and indirect relationships are significant and positive.Research limitations/implicationsThis research increases the authors’ understanding of the role of CS, SQ and CPV on CL in the health insurance industry in a developing country. The study also shows that insurance companies must establish positive relationships between insurers and customers by providing excellent SQ to maintain CS and loyalty.Practical implicationsThis research will help managers and guide the policymakers to establish a national health financing scheme. Furthermore, these results will guide industry players on how to maintain existing and targeting customers.Social implicationsThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers. However, to date, research in this sector under the Malaysian context is not adequate to consider SQ, perceived values and CL factors.Originality/valueThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers.