Role Of Customer Value Research Articles

Optimization Non-Tax State Revenue through Reutilizing State-Owned Property

Aims: This research was conducted to fill the gap in the results of previous findings regarding to the effects of product quality on reutilization decisions of the state-owned property in West Kalimantan. Reutilization of state-owned property will be one of the strategies to increase non-tax state revenue and the fiscal strength both in central and local government.
 Study Design: The research was conducted by building and testing a model that can explain the direct influences of the quality of state-owned property, organizational image, and customer value on the decision to reuse state-owned property, as well as the indirect influences of the quality of state-owned property and organizational image on the decision to reuse state-owned property by using customer value as a mediator variable.
 Place and Duration of Study: The research was conducted in the West Kalimantan region with 150 respondents. The criteria of the respondents are business owners that have been using state property to conduct business activities for at least one year. The data are collected internally at the Regional Office of the Directorate General of State Assets of West Kalimantan in 2014-2022. In addition, the external data are from partners who have reused state property.
 Methodology: The research used the quantitative approach. The sampling technique in this research is Purposive Sampling. This technique used criteria chosen by the researcher in selecting the sample. Hypothesis was tested using SEM, while the data analysis technique was done by using SMART PLS version 3 software and questionnaire processing results was done by using a 5-point Likert scale as a variable measurement scale.
 Results: The results of data analysis show that the quality of state-owned property has no impact on the decision to reuse state-owned property, but the image of the organization and customer value have an influence on the decision to reuse state-owned property. The quality of state property and organizational image are proven to have a significant direct effect on customer value. The results of the analysis regarding the role of customer value as a mediator show that customer value mediates the effect of the quality of state property and organizational image on the decision to reuse state property.
 Conclusion: The conclusion of this research is that the owner of state-owned property must conduct continuing improvement of its asset management performance that will increase the organization's image. Furthermore, proper maintenance of state-owned property according to the provisions will attract the public to use it. Government agencies that own state-owned property must also make innovations and improve service quality on an ongoing basis, increasing the useful value as well as improving the quality of the physical condition of state-owned property. Therefore, the highly satisfied customers are encouraged to use it again.

The Role of Customer Value and Customer Trust as a Mediator of Flexibility Influence on Customer Retention

Purpose: The purpose of this study is to apply SEM analysis to WarpPLS analysis and translate Customer Value and Customer Trust as Mediation, especially for PT. Nusa Prima Logistics. Design / Method: This study was divided into 3: exploratory research, descriptive research, and explanatory research. The quantitative approach of this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a survey tool in the form of a survey. The survey was conducted by distributing questionnaires to the respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to PT. Nusa Prima Logistics Terminal Teluk Lamong as 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis. Finding: Flexibility is very influential in increasing Customer Retention so to develop Customer Retention, it is necessary to increase Flexibility, Customer Value and Customer Trust Originality: The novelty in this research lies not yet obtained about the role and position of Customer Value and Customer Trust as mediation that affect Customer Retention.

Website stickiness: role of customer value, satisfaction, trust and habit

Website stickiness: role of customer value, satisfaction, trust and habit

Website stickiness: role of customer value, satisfaction, trust and habit

Customer retention and stickiness are important for success of any business and this becomes a challenge when competition is just a click away. With numerous opportunities available for online purc...

An integration of customer value and customer relationship in urban centres and peripheries

The purpose of this study is to investigate the role of customer values in building customer relationships with regard to the urban factor. This paper seeks to empirically explain how the urban factor affects customer preferences as the differences between customers from urban centres and those from the peripheries are still notable despite globalization and cultural levelling. The article presents a theoretical framework explaining the role of customer value in building customer relationship. In this sense, customer value follows the general rules stipulating the business-customer relationship and includes steps such as trust building, commitment, satisfaction and loyalty. After grounding the theoretical construct, it is tested using a data set of 364 customers across Lithuania. Exhaustive CHAID (Chi-squared Automatic Interaction Detector) is used for model testing and re-classification. The results from this study report that there are statistically significant differences between customers’ preferences in urban centres and in the periphery. The decision made by the customer to stay loyal to a business has a certain logical dependency. For customers in urban centres, functional value needs to be supplemented by emotional value. Only such a composition of values encourages them to remain loyal to the business. On the other hand, customer loyalty in the periphery is determined by high trust in business, customer commitment and perceived social value. The value of this paper lies in its original theoretical construct where customer value and customer relationship have an effect on customer loyalty, as well as in testing this construct in relation to the urban factor. Additionally, research implications suggest that the findings may be important for business practice and business studies.

The Role of Customer Value between Digital Technologies and Customer-Seller Focused Outcomes

The Role of Customer Value between Digital Technologies and Customer-Seller Focused Outcomes

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. 
 
 Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

A Mediating Role of Customer Value Between Customer Engagement and Loyalty: An Applied Study in Commercial Banks in Egypt

Purpose: The focus of this paper is providing a suggested approach to the nature of the relationship between the customer engagement and customer loyalty through the mediation role of the customer value.Methodology/approach: Through its selection of commercial banks in Egypt and the use of statistical analysis method SPSS.11. The data was analyzed using the AMOS pathway analysis to identify the nature of the relationships between variables.Findings: An artistic approach to understanding develop a model of the the relationship between customer value and customer loyalty within a mediating role of customer engagement in some commercial banks in Egypt. The research found that CE and CL improve the ability to building more effective customer service.

Attaining Customer Satisfaction! The Role of Customer Value and Relation Base Marketing A Study of Policy Holders of Peshawar Pakistan

Consumer satisfaction is always a question mark in minds of sellers as it is very difficult to find that what exactly consumer want from the seller. For the very same reason this research is conducted that how customer satisfaction can be gained with the help of customer value and relation base marketing. Customer satisfaction is one of the most important issues in marketing field from beginning and its play a crucial role in firm profit maximization. Study collect data from 150 policy holders of different insurance companies of Peshawar Pakistan on systematic random sampling method. A structured questionnaire used to collect data from the respondents. Study shows that value added services and conflict handling are the major reason for the customer satisfaction. Managers can use this study and can implement these findings in their business for their customer satisfaction and more money earnings.

A Study on the Mediating Role of Customer Value in the Structural Relationships among Restaurant Service Quality, Customer Satisfaction, and Loyalty: Focusing on Ages 20s-30s

A Study on the Mediating Role of Customer Value in the Structural Relationships among Restaurant Service Quality, Customer Satisfaction, and Loyalty: Focusing on Ages 20s-30s

A Study on the Mediating Role of Customer Value in the Structural Relationships among Restaurant Service Quality, Customer Satisfaction, and Loyalty: Focusing on Ages 20s-30s

A Study on the Mediating Role of Customer Value in the Structural Relationships among Restaurant Service Quality, Customer Satisfaction, and Loyalty: Focusing on Ages 20s-30s

The value of value: Further excursions on the meaning and role of customer value

AbstractGrounded on fundamental marketing principles, the concept of customer value has been revisited and refined by academicians and practitioners for the last 30 years. However, research devoted to achieving a consistent theoretical and conceptual development of value‐related concepts has proceeded apace without ever reaching full closure. The present essay seeks reasons behind remaining deficiencies in value‐related research and offers a review intended to move our understanding of customer value toward what promises to become a more enlightened future. The topic of value is approached by theoretical analysis and conceptual development. First, “the challenge” of value research is presented: the researcher faces a topic that is central to the marketing discipline but that suffers from various conceptual and methodological difficulties. Second, among the literature on value from the last three decades, two main research areas are selected: the conceptual delimitation and the methodological links between quality, satisfaction, and value. Third, as a conclusion, we identify several streams of research that promise to expand future knowledge in the area of customer value. Several tables and figures that provide a systematic and structured review of value‐related knowledge support this inventory of the state‐of‐the‐art in value research. Even the most patient theoretical development of value‐related concepts tends to resist full conceptual closure. The breadth of customer value and its richness for marketing implications encourage novel and refreshing approaches. Copyright © 2011 John Wiley & Sons, Ltd.

Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay

This study illustrates the applicability of subjective personal introspection via a photographic essay that draws on written memoirs as a path to insights concerning the role of customer value in the consumption experience. Extending earlier work in this direction, the present research explores a set of sixty-year-old Kodachrome slides taken by the author's grandfather to develop interpretations bolstered and corroborated by the narrative accounts in this late gentleman's logbook. Arguably, this approach taps aspects of the Three Fs (fantasies, feelings, and fun) as they contribute to customer value in ways not accessible to methods of modeling the consumer as a rational economic decision maker nor to advanced techniques for studying the consumption experience by means of laboratory experiments, quantitative surveys, and multivariate statistics.

Brand Value, Preference and Customer Value Effects of Non-Conventional Utility Products: An Experimental Analysis in Mexican Market

The role of customer value has been largely recognized over time by the firms as an instrument towards stimulating market share and profit optimization. The customer values for innovative products and unfamiliar brands of firm in competitive markets are determined largely by habits, reinforcement effects, and situational influences than strongly-held attitudes. Marketing organic cosmetics is a recent phenomenon in the business and it is largely being encouraged by the growing environmental consciousness among the customers. Many multinational companies have entered the market of organic cosmetics and toiletries (OCT) in the global marketplace. However, there has been little awareness among the elite customers in Latin American markets about the harmful effects of synthetic cosmetics on prolonged usage. This study attempts to discuss the impact of economic and relational variables on customer and brand values in reference to OCT products in Mexico through empirical investigation in selected departmental stores that attract high profile customers.

The dynamics of the service delivery process: A value-based approach

Recent research linking service quality and service satisfaction has raised issues which require conceptual and empirical elaboration. Among these are the formation of satisfaction during the service delivery process and the role of customer value. In this article, the focus is on how different stages in the service delivery process can be profiled in terms of three axiological value dimensions and how each stage relates to an overall satisfaction judgement. The results of a cross-cultural study are reported in which the museum visit was chosen as the service delivery process. Our findings suggest that the museum visit can be broken down into a number of distinct stages and that the influence of the individual stages on overall satisfaction depends on the combinations of stages that are encountered by museum visitors.