Customer-perceived Value Research Articles

Quality Perception: Navigating Satisfaction and Review Credibility Pathways

This study investigates the impact of product quality on customer perceived value, cus-tomer satisfaction, and information review credibility, alongside the mediating role of cus-tomer satisfaction and information review credibility. The research employs the Infor-mation Adoption Model (IAM) to explore how these variables influence customer prefer-ences in the e-commerce sector, focusing on Somethinc skincare products in Denpasar City. Data from 126 respondents were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). Results show that product quality positively affects customer perceived value, customer satisfaction, and information review credibility. Information review credibility effectively mediates the relationship between product quality and cus-tomer perceived value, while customer satisfaction does not. These findings provide theo-retical contributions to IAM and practical insights for businesses to enhance customer trust and value perception through improved product quality and credible information dissemination.

Influence of platform satisfaction on the willingness to use a new platform

This study focuses on the newly created online shopping platform for cosmetics and skincare, and based on the perceived value theory and rational behavior theory. It constructs a mechanism model between platform satisfaction, customer perceived value, and personal subjective willingness. It also conducts regression analysis on the collected 540 sample data and finds that: platform satisfaction will have an impact on the willingness to use the new platform, and customer perceived value and individual subjective willingness play a mediating role. In addition, after empirical testing, it finds that: platform use cost has a higher impact on the willingness to use the new platform than platform use risk. Customer-perceived value plays a higher mediating role than individual subjective willingness. These conclusions can provide practical reference for the construction of new cosmetics and skincare platforms as well as the reform and innovation of traditional cosmetics and skincare platforms.

Service quality, experiential and customer-perceived value among guests to Airbnb in MIMAROPA: A proposed framework to enhance Airbnb services

Service quality, experiential and customer-perceived value among guests to Airbnb in MIMAROPA: A proposed framework to enhance Airbnb services

Employees' Behavioral Intention to Adopt Facial Recognition Payment to Service Customers

Facial recognition payment (FRP) is a crucial technology for digital transformation among merchants. However, few studies have explored employees' adoption of FRP. This study combined the status quo bias theory and the value-based adoption model to investigate the critical factors affecting employees' behavioral intention of FRP, including switching benefits, job insecurity, colleague opinion, top management support, and inertia. The results show that switching benefits, job insecurity, colleague opinion, top management support, and inertia are essential factors that determine employees' behavioral intention of FRP. Surprisingly, the perceived customer value negatively moderates the relationship between perceived value and behavioral intention. Furthermore, the authors provide rigorous endogeneity tests for the research model. Overall, this study contributes to the status quo bias and value-based adoption model theories and literature in organizations' digital transformation and offers valuable insights to eliminate resistance and encourage the active use of FRP.

The impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty

Purpose This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty. Design/methodology/approach Data were collected from 348 respondents living in the United Arab Emirates, and hypotheses were tested using AMOS 28 and structural equation modeling. Findings This study’s unique contribution lies in its revelation that emotional perceived value directly impacts guests’ satisfaction, affective commitment and loyalty. Furthermore, it uncovers that emotional-perceived value indirectly influences loyalty through satisfaction and affective commitment. Practical implications This research underscores the importance of hotel managers prioritizing guests’ emotional perceived value in their offerings. Managers can significantly enhance guests’ satisfaction, affective commitment and loyalty by highlighting self-gratification, aesthetics, prestige, transaction and hedonics. Originality/value This study brings a fresh perspective to understanding customer perceived value (CPV). It argues that the mere emphasis on the functional aspect of CPV would likely fall short of fully comprehending specific outcomes of their experience (e.g. satisfaction-dissatisfaction, loyalty, etc.). Assessing the emotional aspect of CPV, known as emotional customer perceived value (ECPV), adds further explanations and sheds light on the understanding of the CPV concept and its impacts on consumers’ experience. Furthermore, this study emphasizes that emotional perceived value is better comprehended as a multidimensional rather than a unidimensional construct. It adds that the concept of customer value as a multidimensional concept is context-specific (i.e. dimensions vary from one service sector to another), providing a unique and valuable perspective for the luxury hotel industry.

Exploring Ethical and Emotional Dimensions of Customer Value in Financial Services through Employee-Customer Dynamics

This study focuses on exploring the ethical and emotional dimensions of customer perceived value (CPV) in financial services. This area is crucial to understanding customer dynamics within the finances sector, yet it remains underexplored in existing literature. Utilizing a quantitative analysis of 652 customer surveys from Canadian financial institutions, this research employs SmartPLS3 for structural equation modeling to ascertain the impacts of frontline employee job satisfaction on customer's ethical and emotional perceptions as well as their overall CPV. The data analysis reveals that customer-perceived employee job satisfaction positively affects CPV by significantly influencing ethical and emotional benefits. Although ethical benefits alone do not directly impact loyalty or word-of-mouth (WOM) recommendations, their influence is significant when mediated through CPV, with emotional benefits directly amplifying WOM and indirectly boosting loyalty. Correspondingly, the results highlight the importance of employee-centric policies and their direct correlation to customer loyalty and satisfaction. As such, this study contributes to the body of knowledge by linking employee satisfaction with ethical and emotional customer benefits, suggesting a reevaluation of business practices to integrate these dimensions for enhanced customer value creation. Future research is encouraged to explore these dynamics across varied contexts to expound upon these relationships' applicability and robustness. Our inquiry into the subject concludes by highlighting the strategic importance of fostering employee satisfaction when seeking to elevate CPV and achieve enduring customer loyalty. Keywords: Customer Perceived Value, Customer Loyalty, Employee-Customer Interactions, Employee Satisfaction, Financial Services

Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value: a mixed-methods study

Purpose This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value. Design/methodology/approach A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three types of attributes (environment, service and food) and identified the key attributes along with their influencing factors. Subsequently, through field questionnaires (Study 2) involving 269 actual customers, structural equation modeling was used to analyze how the identified key attributes and their influencing factors impact customer perceived value. Findings This study reveals that customers in robot chef restaurants prioritize food attributes, particularly valuing food authenticity alongside food quality. In contrast to traditional restaurants, customers’ evaluations of food attributes in robot chef restaurants are significantly influenced by the competence of robot chefs. Notably, customers’ negative attitudes toward robots diminish the positive effects on both food quality and food authenticity. Practical implications To enhance customer perceived value, robot chef restaurants should concentrate on food attributes. They can achieve this by fostering a high-quality, authentic food experience through the elevation of robot chefs’ competence and by providing customer education. Originality/value This study expands research on the customer experience in robotic restaurants by proposing an integrated model determining factors that affect the perceived customer value.

Implementasi Etika Bisnis Islam dalam Meningkatkan Loyalitas Pelanggan Pemasok pada Umkm Pengepul Cabe Jawa Barokah Desa Jambearum Kecamatan Puger Kabupaten Jember

This research aims to determine the Islamic business ethics implemented by MSMEs collecting Javanese Barokah chilies in Jambearum Village, Puger District, Jember Regency and the impact of implementing Islamic business ethics in increasing supplier customer loyalty to MSMEs collecting Javanese Barokah chilies, Jambearum Village, Puger District, Jember Regency. To identify problems and answer research problems, this research uses qualitative research with a case study approach and purposive subject determination techniques. The data collection techniques for this research use active participatory observation, semistructured interviews and documentation. The results of the research concluded that: (1) MSME actors collecting Barokah Javanese chilies in Jambearum Village, Puger District, Jember Regency have implemented the 5 principles of Islamic business ethics in running their business, including: Unity Principle, Equilibrium Principle, Free Will Principle ( Free Will), Principle of Responsibility (Responsibility), Principle of Truth: Virtue and Honesty. (2) The impact of implementing Islamic business ethics in increasing supplier customer loyalty in MSME Java Barokah Chili Collectors, Jambearum Village, Puger District, Jember Regency, has seen customer loyalty expressed by supplier customers with the realization of service quality, customer satisfaction and perceived customer value.

Consumers' Behavioral Willingness to Use Green Financial Products: An Empirical Study within a Theoretical Framework.

In an era marked by the expansion of the Internet economy and the intensification of environmental concerns, the convergence of digital finance and green finance has emerged as a significant global trend. China's Alipay Ant Forest, an innovative green financial product, has successfully quantified carbon emission reductions resulting from users' green consumption patterns, establishing the first carbon account-based green financial product and pioneering an innovative "green finance plus gamification" model. However, the academic literature has not fully explained the underlying mechanisms that drive consumer engagement with such green financial products. This study, motivated by the academic question of what factors influence consumers' willingness to use green financial products, employs Ant Forest as a case study and develops a novel structural equation model based on self-determination theory, customer-perceived value, and the technology acceptance model. The model incorporates user type as a control variable and considers autonomy, gamification, and bonuses as key independent variables, with customer-perceived value serving as a mediating variable. Data collection involved 606 participants, enabling a comprehensive analysis of the factors influencing users' willingness to engage with green financial products. The findings support the proposed hypothesis, identifying several significant predictors of users' willingness to use green financial products, with the exception of age. This study advances the theoretical understanding of consumer behavior towards green financial products by integrating self-determination theory, customer-perceived value, and the technology acceptance model, while also offering practical insights for marketing strategies. It explores the interface between digital finance, environmental sustainability, and consumer behavior, highlighting opportunities for financial institutions to leverage Internet applications to promote green financial services and enhance their marketing approaches to influence consumer adoption.

Feasibility of adopting imperfect produce in on-site foodservice: expert opinions and consumer sensory discrimination

PurposeThis research aims to investigate the feasibility of imperfect produce use in the on-site foodservice management industry.Design/methodology/approachStudy 1 explored experts’ perspectives via expert interviews on the use of imperfect produce in on-site foodservice operations, acceptability, and willingness to choose imperfect produce. Study 2, a sensory discrimination test, was performed with 100 consumers.FindingsStudy 1 yielded seven themes with managerial recommendations: appearance perception, customer value perception, operational difficulties, concerns for the world, food safety concerns, corporate advantages, and implementation. Study 2 found that participants were willing to choose menu items prepared with imperfect produce over those prepared with perfect produce. The ability to taste differences depended on the type of produce; participants could not taste differences between tangerines but could taste differences between apples and pears.Research limitations/implicationsThe findings of this study suggested that the psychological barriers of imperfect produce impact managers’ perceptions and decision-making processes. It is recommended that operators communicate with consumers about imperfect produce, its waste reduction benefits, and its quality.Originality/valueThis study shows that taste perception could be influenced by how imperfectness is described. Thus, appropriate marketing strategies could improve consumer acceptance of imperfect produce.

The impact of customisation experience and co-design value on the 3D printed specimen

Nowadays, academics and industrial practitioners widely consider additive manufacturing systems to enhance overall production and operational effectiveness and efficiency, owing to the concepts of Industry 4.0 and 5.0. This paper proposes a structural equation model to evaluate the impact of customisation experience and perceived value within a data-driven additive manufacturing system. To deepen the understanding of customer-perceived value and its connection to additive manufacturing, this study defines four new sources of perceived value: reliability, performance, aesthetics, and features. All of these new values are based on utilitarian value, and four of them exhibit statistical significance in relation to utilitarian value. In order to apply these new values to additive manufacturing, it is necessary to conduct mechanical testing and studies to identify the ideal parameter set for 3D printing that aligns with customer-perceived value regarding these new values.

The Digital Service Innovation of Access by KAI Aplication on Customer Perceived Value

This study examines the effect of digital service innovation on customer perceived value (CPV) of the Access by KAI application. The population in this study were consumers of the Access by KAI application. This study uses the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with SmartPLS 3 to analyze data and bootstrapping techniques to test hypotheses. Data were collected based on judgmental sampling through an online survey of 266 consumers who have transacted in the Access by KAI application. The results showed that digital service innovation significantly positively affects customer perceived value. These findings provide important insights for similar applications to continue optimizing their digital features to create better-added value for users. The study also provides valuable lessons learnt to enhance digital learning based on CPV.

Impact of Digital On-Boarding Quality on Customer Satisfaction: The Moderating Role of Perceived Risk

The main goal of this study is to enhance our comprehension of client digital onboarding and its impact on customer satisfaction in the Indian banking industry. The researcher conducted the study to investigate the correlation between customer satisfaction, perceived customer value, customer experience, and perceived risk, with a specific emphasis on the moderating influence of perceived risk. The research findings are derived from data collected from a sample of 1019 recently employed individuals who willingly took part in the survey. We utilized the SMARTPLS 4 software (v.4.0.9.6) for data analysis. Based on our analysis, it is evident that all the path coefficients exhibit positive and statistically significant values. In addition, the perceived risk has a moderating impact on both customer experience and customer perceived value. The results of the study were supported by conducting a simple slope analysis to examine the moderating effect.

BRAND TRUST AND SERVICE QUALITY TO INCREASE CONSUMER SATISFACTION OF CIREBON BATIK

Batik MSMEs are thriving despite challenges like changing fashion trends and global market shifts. Their unwavering focus on product quality sets them apart. Through continuous improvement of production methods and careful selection of raw materials, they produce exceptional batik that distinguishes itself in the market. This study aims to examine the effect of product brand trust and service quality on customer satisfaction. Conducted in Ciayumajakuning, the research involved 230 respondents from batik MSMEs. Using a sample size of 230, the study employed 23 indicators, with each observation representing 10 respondents. Quantitative methods were used, with incidental sampling as the technique. Data analysis was done using Structural Equation Modeling- Partial Least Square (SEM-PLS). The findings revealed a direct correlation between customer brand trust and purchase satisfaction, as well as service quality and customer satisfaction. The perceived customer value plays a crucial role in mediating the impact of brand trust and service quality on customer satisfaction.

The Roles of Customer Engagement, Self-Efficacy, and Sensitivity to Privacy in Driving Customer Value in Digitalizing Services: A Moderated-Mediation Model

While customer engagement and self-efficacy in perceiving customer value have been scantily addressed, the interaction of sensitivity to privacy in digitalizing services remains underexplored. The study depends on self-determination and social exchange theories and examines a moderated-mediation research model using survey data from 326 consumers across China. The results show that the measurement and structural models of customer engagement have a positive and statistically significant relationship with self-efficacy and perceived customer value in adopting service digitalization behaviors. The findings also confirm the conditional mediating role of consumers’ self-efficacy between customer engagement and customer value. Using the moderated analysis, consumers’ sensitivity to privacy significantly dampens the links between customer engagement and self-efficacy (perceived customer value). It further suggested implications for theory, practices, and some limitations to step up the research scope in service digitalization.

The Role of CPV as a Mediation of Factors That Influence Repurchase Intention in Outdoor Products

Consumers have an interest in repurchasing a product due to several factors, namely brand image, quality, price and the balance between the benefits obtained and the sacrifices made (Customer Perceived Value). This research aims to test the influence of brand image, quality, and price on repurchase interest in Merapi Mountain outdoor products, and to test the influence of brand image, quality, and price on repurchase intention with customer perceived value (CPV) as an intervening variable for outdoor products Merapi Mountain. The variable measurement scale used is a Likert scale with a score rating (1-5) and a sample of 122. Data processing in this research uses smartPLS (Partial Least Square) software with outer model and inner model measurement models. The results of this research show that brand image and quality have a positive and significant effect on repurchase intention. Price has an insignificant positive effect on repurchase interest. Brand image, quality, and price have a positive influence on repurchase intention with CPV as an intervening variable.

Value‐centric analysis of user adoption for sustainable urban micro‐mobility transportation through shared e‐scooter services

AbstractMicro‐mobility services, which are considered a sustainable alternative to traditional transportation modes, have gained substantial popularity due to advancements in mobile technology. As one of those modes of transportation, shared e‐scooter services have encouraged several startups in urban areas, allowing them to reach massive numbers of consumers in a highly competitive environment. This study aims to explore gains and barriers that affect the intention of consumers to use shared e‐scooter services, all within the framework of sustainability‐driven considerations. The Latent Dirichlet Allocation (LDA) Algorithm was used to analyse 24.798 reviews from the Google Play Store, uncovering eight topics. Those topics were used to discover customer value perceptions in the shared e‐scooter context and compare them with the related literature on perceived value. Besides, their impact on user ratings on the mobile application platform was measured using machine learning algorithms. The study's findings are expected to contribute to developing regulations for shared e‐scooter services, which have gained popularity as an eco‐friendly mode of transportation sustainability in urban areas by introducing a novel perspective.

Research on time-value-oriented business model innovation path in life services enterprises and its impact on customer perceived value

In the era of the digital economy, the acceleration of life pace has induced to a continuous increase in people’s sense of time scarcity. In order to satisfy consumers’ lifestyle changes and immediate needs, life service enterprises have carried out lots of business model innovation activities guided by value of time. However, it is still unclear what the time-value-oriented business model innovation path is and whether it can improve the perceived value of customers. Under such background, this paper aims to construct a time-value-oriented business model innovation path in life services enterprises and to discuss its relationship with customer perceived value. The study indicates that: Firstly, specific innovation paths of enterprises include putting forward the purpose of value of time proposition, designing standardized process based on time-oriented, constantly forming unique core resources such as big data, brand and supply chain, and updating the transaction method combining online and offline, and so on. Secondly, the questionnaire results indicate that time-value oriented business model innovation in four aspects – value proposition, key processes, core resources, and transaction methods – can effectively enhance customer perceived value. Thirdly, there are differences in the matching degree between time-value-oriented business model innovation and customer value perception among different types of enterprises in the life services industry. Among them, the express delivery industry has the highest enhancing degree and customer satisfaction. This is related to the heterogeneous characteristics of industries such as express delivery, transportation, catering, and retail. Overall, this study offers a comprehensive and practical perspective for enterprises to meet customer perceived value demands by presenting business model innovation paths and solutions.

Determining Sustainable Purchase Behavior for Green Products from Name-Brand Shops: A Gen Z Perspective in a Developing Country

Over the years, the overconsumption of natural resources has been an issue of concern. Companies have been inducing sustainable practices and approaches to help the environment. By specifically applying the sustainability theory of planned behavior, this study sought to extensively investigate behavioral preference and intention to buy green and sustainable products across name-brand businesses in a developing country. Utilizing Structural Equation Modeling, this study examined responses from 300 valid participants. The results revealed that consumers’ purchasing preferences and intentions are affected by customer expectation for the products, by the government, and by customer concern for the environment. It was seen that customers are prepared to pay extra for name-brand stores that sell eco-friendly or sustainable goods. In accordance, consumers’ purchase intentions are greatly affected by the customer preference or expectation for a product, as the findings indicate that customer-perceived value has the highest influential and consequential relationship to behavioral purposes. Customers are inclined to purchase eco-friendly goods if the sustainable product meets the requirements and expectations of the consumer. Furthermore, consumers’ purchasing intentions in buying green products from name-brand shops are also affected by the government, individuals’ environmental concerns and awareness, individuals’ personal needs and beliefs, society, and individual attitudes. For name-brand stores, consumers’ behavioral intentions to purchase environmentally friendly and sustainable goods are the most strongly associated with their perception of their own value, followed by perceived authority support and perceived environmental concern. The findings and results of this study can be relevant in understanding and exploring consumers’ behavioral intentions to purchase green products from name-brand shops.

Systematic Literature Review: The Role Of Product Quality And Digital Promotion On Purchasing Decisions

The role of product quality and promotion in the sales context is extremely important. Customer perceptions of value and satisfaction with a product are influenced by product consistency. With promotions on digital platforms, information about product quality can be easily found by all consumers from various regions, either by online reviews, customer testimonials, or content shared by the company itself. This report aims to answer questions about the effect of product quality and promotion on purchasing decisions. Researchers used the systematic literature review approach to find 176 national articles that were endorsed by sinta in a search using publish or perish and other programs such as zotero, & mendeley, which were then sorted into 45 selected articles for descriptive analysis. Brands can increase their visibility and build stronger links with their target audiences by using the right digital marketing techniques, such as internet advertising, social media campaigns, and content marketing. In terms of satisfaction, brand reputation, loyalty, and differentiation from competitors, product quality plays a vital role in making purchasing decisions. Therefore, both product quality and effective promotion play a vital role in creating value for customers and strengthening a brand's position in the market.