Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions

2001 ◽  
Vol 12 (6) ◽  
pp. 719-734 ◽  
Author(s):  
Juan Carlos Bou-Llusar ◽  
César Camisón-Zornoza ◽  
Ana Belén Escrig-Tena
Keyword(s):  
Customer Satisfaction ◽  
Perceived Quality ◽  
Purchase Intentions ◽  
The Relationship

scholarly journals Digital Transformation of Marketing Strategies during a Pandemic: Evidence from an Emerging Economy during COVID-19

2021 ◽  
Vol 13 (12) ◽  
pp. 6735
Author(s):  
Ganesh Dash ◽  
Debarun Chakraborty
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance ◽  
Purchase Intention ◽  
Purchase Intentions ◽  
Digital Transformation ◽  
Marketing Strategies ◽  
Digital Marketing ◽  
Five Dimensions ◽  
Customer Involvement ◽  
The Relationship

This study explores the relationship between digital marketing practices, customer satisfaction, customer involvement, and purchase intention. The focus is on the life insurance digital marketing strategies during a pandemic and the resultant lockdown and shutdown. This work sought to analyze the digital transformation of marketing practices and the customers’ resultant purchase intentions. COVID-19 was taken as the prevailing pandemic and its impact on the digital transformation of marketing strategies. Five dimensions of digital marketing strategies with eighteen items and three items each of customer satisfaction and purchase intention were considered for practical purposes. It used structural equation modeling to study 535 responses of life insurance customers. Findings indicate that SEM/SEO, display, and E-CRM practices significantly impacted customer satisfaction and purchase intention. Further, a mediation-cum-moderation approach was undertaken. Customer satisfaction significantly affected purchase intention and played a good mediator between digital marketing practices and purchase intention. Additionally, customer involvement moderated the relationship between content marketing and communication with purchase intention. This research work helps life insurance marketers in general. The digital channel managers expressly understand their key areas of strengths regarding the five dimensions of digital marketing strategies. Accordingly, they frame their plans for decision-making to improve customer satisfaction and resultant purchase intentions. It provides a direction for future adoption of specific marketing strategies during a pandemic and consequent shutdown and lockdowns.

The mediating impact of customer satisfaction in relation of brand equity and brand loyalty

2019 ◽  
Vol 9 (1) ◽  
pp. 62-87 ◽  
Author(s):  
Sonia Kataria ◽  
Vinod Saini
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Oral Care ◽  
Perceived Value ◽  
Perceived Quality ◽  
Brand Trust ◽  
Content Type ◽  
Relationship Of ◽  
The Relationship

Purpose The purpose of this paper is to explore the inter-relationship of dimensions for consumer-based brand equity and brand loyalty with customer satisfaction as a mediator for oral care segment with special reference to Delhi and connecting areas. Design/methodology/approach For achieving the objective of this study, the theoretical model was tested through structural equation modelling. Research scales from the literature were modified for suitability. Data were collected from 250 respondents. Findings The results indicate that for the oral care segment, customer satisfaction is significantly related to the perceived quality, brand trust, perceived value of cost and lifestyle congruence. Moreover, customer satisfaction partially mediates the relationship of perceived quality and perceived value of cost with brand loyalty, whereas it fully mediates the relationship of lifestyle congruence and brand trust with brand loyalty. Thus, even for low-involvement products, consumer purchases are based on the attributes of the brand rather than being merely habitual. Originality/value The literature supports the direct influence of brand equity on brand loyalty. However, no other study has investigated the mediating role of customer satisfaction on the relationship between brand equity and brand loyalty for low-involvement products.

Customer satisfaction and sales performance in wine tasting rooms

2014 ◽  
Vol 26 (1) ◽  
pp. 45-60 ◽  
Author(s):  
Marin Shapiro ◽  
Miguel I. Gómez
Keyword(s):  
New York ◽  
Customer Satisfaction ◽  
Sales Performance ◽  
Purchase Intentions ◽  
Content Type ◽  
Repurchase Intentions ◽  
Finger Lakes ◽  
The Impact ◽  
The Relationship ◽  
Customer Reaction

Purpose – The purpose of this paper is to study the linkages between customer satisfaction (CS) and sales performance among wineries in New York State's Finger Lakes region. Design/methodology/approach – A survey instrument was used to collect data from visitors to winery tasting rooms in the Finger Lakes. Responses from 457 visitors were collected from nine wineries during the period June 2010 through November 2010. The authors used a factor analysis to identify the primary drivers of CS. Then, the authors modeled the relationship between these drivers and overall CS and assessed the impact of CS on sales, purchase and repurchase intentions. Findings – The authors found five principal drivers of CS: ambience, tasting protocol, service, retail execution, and tasting experience. Of these, ambience and service exerted the most influence on overall CS. Furthermore, as expected, CS significantly influences purchase intentions, the amount of dollars spent and quantity purchased. Practical implications – The results provide valuable information to winery tasting room managers/owners on measures they can use to improve sales performance. Identifying attributes of the tasting room that generate a positive customer reaction can help winery managers/owners make profit-maximizing decisions. Originality/value – While the links between CS and sales performance have been established in other product sectors, few studies have focused on a comprehensive assessment of CS and sales performance in wine tasting rooms.

scholarly journals Online Buyers and Open Innovation: Security, Experience, and Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 37
Author(s):  
Luis Enrique Valdez-Juárez ◽  
Dolores Gallardo-Vázquez ◽  
Elva Alicia Ramos-Escobar
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Open Innovation ◽  
Business Models ◽  
Purchase Intentions ◽  
External Factors ◽  
Socially Responsible ◽  
Positive Effects ◽  
Level Of Satisfaction ◽  
The Relationship

The topic of consumer behavior in a social context is important due to its influence on the behaviors and attitudes of individuals. New online business models are adopting open innovation practices focused on improving their sales channels through their technological capacity. In this paper, we analyze the purchase intentions in a business context to identify consumer needs through the proper purchase decision process. We must also observe the internal and external factors that influence consumer behavior. More exactly, electronic commerce is facing challenges and opportunities manifested by online consumers, such as design, security, trust, risk, uncertainty, and satisfaction with online purchases. Many external factors (economic, political, social, environmental, and health) influence buyers’ intentions and behaviors. The objectives of this study are to (1) determine the influence of the security level of websites on purchasing behaviors (socially responsible and panic buyers), (2) determine the effect of website security on consumer satisfaction, (3) determine the effect of buyers (socially responsible and panic buyers) on the level of satisfaction, and (4) examine if the buyer experience has a moderating effect between the variables (socially responsible and panic buyers) and the dependent variable (customer satisfaction). We focus on a sample of 663 socially responsible online buyers and panic buyers from the Sonora, Baja California, and Sinaloa regions in Mexico. Data were collected from the months of April to August 2020, and an online questionnaire was used address to each of the residents of these regions aged between 20 and 55 and who were economically active. The data were analyzed using the structural equation model–partial least squares (SEM-PLS) model based on variance. The findings show that website security has significant positive effects on socially responsible buyers, panic buyers, and the level of customer satisfaction. Socially responsible buyers also have positive effects on customer satisfaction. However, the relationship between panic buyers and customer satisfaction is not supported. Related to a moderation analysis, that the buyer experience has a significant effect on the relationship between socially responsible online buyers and the level of satisfaction. Conversely, we find empirical evidence of the buyer experience having no significant effect between panic buyers and customer satisfaction. Our findings contribute to the development of various theories: the theory of behavioral reasoning (BRT), social identity theory (SIT), and the technological adaptation model (TAM). From an academic point of view, the findings are positive and encouraging, contributing to the literature on the e-commerce, behaviors, and attitudes of purchase intentions of individuals. Our work is incorporated into the existing literature on purchase intention and virtual business models, whose characteristics need to continue to be outlined, constituting a popular business model in recent years.

scholarly journals Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing

2021 ◽  
pp. 1-10
Author(s):  
Anh Chi Phan ◽  
Ha Thu Nguyen ◽  
Thoa Xuan Thi Pham
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Developing Economies ◽  
Service Recovery ◽  
Recovery Process ◽  
Purchase Intentions ◽  
The Relationship ◽  
A Company ◽  
Customer Satisfaction And Loyalty

This paper presents the results of an empirical study on the relationship between service recovery quality, customer satisfaction and loyalty in Vietnam’s e-retailing. Structural Equation Modelling (SEM) is applied to analyze the data collected from experienced customers in online shopping in Vietnam from November 2018 to March 2019. The results of statistical analysis indicate that interactive fairness, outcome fairness, procedural fairness significantly impact on customer satisfaction which then increases customer loyalty. This study suggests that customer’s ability to locate and interact with technical support on a website and how a company treats the customer would significantly decide satisfaction and loyalty from customer. E-retailers in developing economies should consider service recovery process as the opportunity to gain customers’ purchase intentions.

scholarly journals NIAT KONSUMEN MEMBELI ULANG PRODUK MEWAH SMARTPHONE

2018 ◽  
pp. 1565
Author(s):  
Claudia Lorenzia Core ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Purchase Intentions ◽  
Social Aspects ◽  
Repurchase Intention ◽  
Product Attributes ◽  
Repurchase Intentions ◽  
Key Driver ◽  
The Relationship

This study aims to examine the factors that influence the intention of Denpasar city consumers to repurchase the iPhone brand smartphone products, namely consumer inertia, luxury value, product attributes, customer satisfaction and social aspects. The study also tested the effect of customer satisfaction mediation on the relationship between product attributes and re-purchase intentions, as well as the role of moderator of social aspects of the relationship between consumer inertia and repurchase intentions. Respondents who participated in this study as many as 154 people who meet the sample criteria that are domiciled in Denpasar city, have graduated high school and are using smartphone brand iPhone. The results showed that consumer inertia has no effect on repurchase intention. It was further discovered that product attributes were a key driver of customer satisfaction and repurchase intentions. Customer satisfaction is also found to mediate the relationship between product attributes and repurchase intentions. In addition to product attributes, the luxury value found to be able to encourage repurchase intention as well as social aspects strengthens the relationship between consumer inertia and repurchase intentions.

scholarly journals Brand Equity Dimensions of Mediation in Satisfaction as Customer Loyalty

2020 ◽  
Vol 10 (1) ◽  
pp. 66-77
Author(s):  
Anisatul Fauziah ◽  
Jesi Irwanto
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Market Share ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Future Studies ◽  
Brand Association ◽  
The Relationship

Brand equity Strong will deliver value, both for customers and the company. Brand equity can be reflected in the way consumers think, feel, and act in the relationship by brand, price, market share, and profitability of a given brand for the company. This study aimed to examine the effect of the dimensions of brand equity consisting of brand awareness, brand association and perception of significant-quality partially and simultaneously on customer satisfaction and customer loyalty. Examine the effect of satisfaction on loyalty and satisfaction as mediator test the influence of the dimensions of brand equity consisting of brand awareness, brand association and a significant perceived quality on customer loyalty superior products glorious in Lumajang banana chips. Respondents in this study were Lumajang community and consumers totalling 200 respondents. With Sobel path analysis and testing of the obtained results of the research test brand awareness, brand association and perceived quality simultaneously significant effect on satisfaction, brand awareness while partial no effect on satisfaction. Simultaneously and partially brand awareness, brand association and perceived quality have a significant effect on loyalty. Satisfaction significant effect on loyalty and satisfaction may be a mediator on the effect of brand awareness, brand association and perception of significant quality on loyalty. Limitations of this study only examined the consumer from Lumajang community, so expected this limitation bias was investigated in future studies.

Sign in / Sign up

Export Citation Format

Share Document