Impact Of Customer Value Research Articles

Impact of Customer Value, Public Relations Perception and Brand Image on Customer Loyalty toward GSM Operators in Turkey

This study investigates the effect of customer value, public relations perception and brand image on customer loyalty towards GSM operators in Turkey. Primary data were collected through an online survey from 360 participants. Pearson correlation test and regression analysis were conducted to test the study hypotheses. The findings of the study showed the existence of a strong relationship between public relations and brand image, a moderate relationship between public relations and customer value, and brand image and customers value. Moreover, the findings showed that brand image is the most significant factor affecting customer loyalty, followed by customer value and public relations perception respectively.

LGBT Tourism in South Africa: the influence of customer value on behavioural intention

ABSTRACT The potential economic contributions of the LGBT tourism market have received the attention of scholars, destination marketing practitioners and tourism businesses, highlighting the LGBT society as a lucrative market, while also signifying the distinctive needs of the LGBT community. This study investigates the impact of customer value on behavioural intentions in the LGBT tourism sector. Data was collected from 406 LGBT tourists using a self-administered electronic questionnaire. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique. Results indicate that two out of five identified dimensions of customer value (functional value and emotional value) significantly impact customer value. Furthermore, customer value has a positive and significant impact on word of mouth. The results provide an understanding of important dimensions of creating customer value for LGBT tourism destinations. Managerial implications for LGBT tourism destinations are drawn from the research findings, and suggestions for future research are presented.

THE INFLUENCE OF CUSTOMER VALUE AND BRAND IMAGE ON THE LOYALTY OF NISSAN CAR USERS, AND SATISFACTION AS A MEDIATING VARIABLE

Customer value plays an important role in winning business competition, so we need to find out how much customer value can satisfy customers and make them loyal. Therefore, customer value also needs to be continuously developed through continuous research. In this study, respondents with high customer value will be satisfied with the products they use, and this satisfaction will lead to loyalty to these customers. This is consistent with the research finding that customer value affects loyalty through satisfaction. This research aims to examine the impact of customer value and brand image on loyalty, and to use intermediaries as satisfaction. The research unit is a customer/user of Nissan Motor. The methods used in this study are quantitative, with explanatory methods, more specifically related to causality. According to the research purpose, the data analysis method used is structural equation modelling (SEM), the data is processed using JASP software. Testing is done through direct effects and indirect effects.

PENGARUH CITRA BPR, KUALITAS PELAYANAN, NILAI NASABAH, KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK PERKREDITAN RAKYAT (BPR) LUGAS DANA MANDIRI CABANG SOLOK

This research aims to analyze: 1) the influence of BPR pictures on honest loyalists. 2) The effect of service quality on loyal customers. 3) The impact of customer value in customer loyalty. 4) The influence of customer trust on customer loyalty. 5) The result of customer satisfaction on customer loyalty. 6) The impact of quality service on customer satisfaction. 7) The influence of customer value in customer satisfaction. Research results are: (1) BPR images have a positive and significant impact on customer loyalty; (2) Service quality has a positive and significant impact on customer loyalty; (3) Customer value has a positive and significant impact on customer loyalty Significant impact, (4) trust has a positive and important impact on customer loyalty, (5) customer satisfaction has a positive and important impact on customer loyalty, (6) service quality has a positive and important impact on customer satisfaction (7) Customer value has a positive and significant impact on customer satisfaction.

Customer relationship management in mediating impact of customer value on customer retention in the Village Credit Institution of Denpasar Indonesia

Nowadays, business competition is very intense, which is true in the case of financial services business, including banks, Village Credit Institution and other financial service business which must always try to meet customer satisfaction. The aim of the study is to prove the need for ensuring customer satisfaction, considering its direct link with such concepts as customer retention and customer value. From empirical test result, conducted due to the research, it is obtained that customer value has a significant impact on customer retention in Village Credit Institution and that significance level of customer value significantly influences Customer Relationship Management in Village Credit Institution. In the same way, the results obtained intended that Customer Relationship Management has a significant impact on customer retention in Village Credit Institution and it can mediate the relationship between customer value and customer retention. Taking into account the fact that Village Credit Institution is of strategic role in the well-being of the region, serving micro small enterprises (MSEs) and citizens of Denpasar through services that are carried out in accordance with customer needs, it must be managed with efficient management pattern in all fields including services. JEL Classification: M19, M21, M30, M31.

Hedonic and Utilitarian Drivers of Customer Engagement

Although the notion of customer engagement has been an important topic of ongoing discussion in marketing academia and business practice, still little is known on the impact of customer value that comprises of hedonic and utilitarian dimensions, on customer behavioral manifestations toward the brands or firms that goes beyond purchase. The main purpose of this study is to examine whether and how hedonic and utilitarian dimensions of customer value impact customer engagement across distinct consumer markets. Based on the computer-assisted web interviews with 1,559 consumers in the age of 15-64, descriptive statistics and structural equation modelling are used in this study. Consumers of three distinct product categories such as clothing, beer, and mobile phones are interviewed. Drawing on the behavioral interpretation of customer engagement and means-ends models of customer value, this paper reveals the crucial impact of hedonic and utilitarian values on customer engagement manifested in three forms such as customers’ communication, customer complaints and customer collaboration, offering the holistic perspective on multi-faced nature of customer engagement. The research also uncovers some disparities in the strength of the hedonic and utilitarian drivers of customer engagement across markets. Thus, the current study contributes to the better understanding of the customer-based factors affecting customer engagement and offers managerial implications on designing the effective sets of incentives for mobilizing customer engagement.

The Impact of Customer Value on Customer Satisfaction and Customer Loyalty in Hotel Firms - The Moderating Effect of Switching Cost and Mediating Effect of Customer Satisfaction -

The Impact of Customer Value on Customer Satisfaction and Customer Loyalty in Hotel Firms - The Moderating Effect of Switching Cost and Mediating Effect of Customer Satisfaction -

The Impact of Customer Value on Customer Satisfaction and Customer Loyalty in Hotel Firms

본 연구에서는 온라인 구전정보의 특성을 파악한 후 구전정보의 특성이 소비자가 지각하는 온라인 구전정보의 위험과 구전확산에 미치는 영향관계를 검증하고, 호텔 레스토랑에 대한 온라인 구전정보 특성과 구전확산의 관계에서 고객이 지각한 온라인 구전정보에 대한 위험의 매개효과를 검증하고자 한다. 본 연구의 설문에 대한 표본은 서울시내에 소재한 10개의 특급호텔 레스토랑 방문 고객 중 최근 각 호텔 레스토랑에 대한 온라인 구전정보를 검색 후 온라인 상품을 구매한 고객을 대상으로 하였다. 설문조사기간은 2017년 3월 5일부터 약 2주간 실시하였으며, 총 270부의 설문지를 배포하여 251부의 설문지가 회수되었고 이 중 응답에 일관성이 없거나 불성실하다고 판단되는 설문지 17부를 제외하고 234부의 설문지가 최종분석에 사용되었다. 본 연구의 가설검증결과는 다음과 같다. 첫째, 온라인 구전정보 특성의 동의성, 생동감, 중립성은 지각위험에 모두 유의한 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 온라인 구전정보 특성의 동의성, 생동감, 중립성은 구전확산에 모두 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 소비자가 지각한 온라인 구전정보 특성의 위험은 구전확산에 유의한 부(-)의 영향을 미치는 것으로 나타났다. 마지막으로 온라인 구전정보 특성과 구전확산의 관계에서 지각위험의 매개효과를 검증한 결과 매개변수인 지각위험을 투입했을 때 영향정도(β값)가 2단계에 비하여 동의성, 생동감, 중립성 모두 감소하여 지각위험은 온라인 구전정보 특성과 구전확산의 관계에서 부분적인 매개효과를 나타내고 있는 것으로 판단할 수 있다. 이는 온라인 구전정보 특성인 동의성, 생동감, 중립성은 구전확산에 직접적인 영향을 미치는 중요한 요인이기도 하지만 소비자가 지각하는 위험의 정도에 따라 구전확산에 간접적으로도 영향을 미칠 수 있음을 의미한다.

기업 간 거래에서 고객가치가 거래지속성에 미치는 영향 -거래가치, 관계 가치, 평가적 가치를 중심으로-

기업 간 거래에서 고객가치가 거래지속성에 미치는 영향 -거래가치, 관계 가치, 평가적 가치를 중심으로-

A Study of the Impact of Customer Value on Relationship Quality and Customer Loyalty

A Study of the Impact of Customer Value on Relationship Quality and Customer Loyalty

A Study of the Impact of Customer Value on Relationship Quality and Customer Loyalty

A Study of the Impact of Customer Value on Relationship Quality and Customer Loyalty

The Impact of Customer Value and Internet Shopping Mall on Customer Satisfaction and Customer Loyalty

With development of the internet, internet shopping is taking its place as one of digitalization industries transcending time and space beyond the scope of commercial activities as the means of goods sales and purchase. We studied about the relations of customer value, environment of internet shopping mall, customer satisfaction and loyalty. Customer value is customers' subjective evaluation, which is formed after their purchasing and consuming. Customer satisfaction can be characterized as post-purchase evaluation of product quality given pre-purchase expectations. Customer loyalty is a potentiality or ensure of durative relationship between customer and enterprises. Customer satisfaction functions as an antecedent of customer loyalty, while customer value does customer satisfaction. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer loyalty. This study shows that customer value, environment of internet shopping mall and customer satisfaction are each found to have a direct effect on customer loyalty. The results provide empirical support for relation between customer satisfaction and loyalty. To increase customer satisfaction and customer loyalty in internet shopping mall is the primary purpose of this study. We believe that only high quality based customer programs accompanied by well designed loyalty programs can be effective in increasing customer retention.