Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Juliana Juliana ◽  
Febika Fitrian Putri ◽  
Neni Sri Wulandari ◽  
Udin Saripudin ◽  
Ropi Marlina
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Perceived Value ◽  
Content Type ◽  
Revisit Intention ◽  
Tourism Sector ◽  
Tourism Services ◽  
The City ◽  
Intention To Revisit ◽  
Central Factors

Purpose This study aims to investigate the influence of Muslim tourist perceived value (MTPV) on Muslim millennials’ intention to revisit Bandung (Indonesia) with customer satisfaction as an intervening variable. Design/methodology/approach Using quantitative methods, this study analyzed responses to a questionnaire distributed to 250 respondents from all over Indonesia. To test the hypothesis, the data were analyzed through Path Analysis using SPSS 24.I software. Findings The results suggest that MTPV has a significant effect on revisit intention to the city. This finding affirms that Islamic values and customer satisfaction are very important in encouraging millennial Muslims to revisit Bandung (Indonesia). Practical implications To increase Muslim millennials’ intention to revisit Bandung (Indonesia), tourist perceived value and satisfaction are central factors. The government's role is central in promoting halal tourism through various platforms, such as social media, seminars, workshops inter alia to increase MTPV and satisfaction rate toward the city. In addition, stakeholders in tourism sector should raise the awareness to support and encourage halal tourism through certifications of halal products and tourism services, and view halal tourism as a promising sector of tourism. Originality/value This study is the first to study the effects of Muslim tourists perceived value on revisit intention of millennial Muslims to Bandung (Indonesia) with customer satisfaction as an intervening variable. This study reveals the strengths and weaknesses of the perceived value of Muslim tourists in influencing millennial Muslims to revisit the city.

scholarly journals Predicting Customers’ Intention to Revisit A Vintage-Concept Restaurant

2016 ◽  
Vol 1 (2) ◽  
pp. 56 ◽  
Author(s):  
Usep Suhud ◽  
Arifin Wibowo
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Revisit Intention ◽  
Restaurant Management ◽  
Confirmatory Factor ◽  
Urban People ◽  
The Impact ◽  
Intention To Revisit

<p>Restaurants with a vintage concept become an option for urban people who want to enjoy dining out. To present this vintage atmosphere, restaurant management and owners decorated their stores with antiques and anything vintage, such as signboards, utensils, furniture, posters, and even the menu. The objective of this study is to investigate the impact of perceived value, restaurant atmosphere on satisfaction and revisit intention. This study attracted 200 respondents visiting a vintage-concept restaurant. The data were collected in Jakarta and analysed with exploratory and confirmatory factor analyses. As a result, three hypotheses were accepted and two hypotheses were rejected: customer satisfaction was influenced by perceived value and restaurant atmosphere and revisit intention was significantly influenced by customer satisfaction.</p>

scholarly journals ANALISIS FAKTOR PEMBENTUK PERSEPSI NILAI DALAM MENINGKATKAN KEPUASAN PELANGGAN

2004 ◽  
Vol 3 (2) ◽  
Author(s):  
Werner R. Murhadi
Keyword(s):  
Customer Satisfaction ◽  
Perceived Risk ◽  
Perceived Value ◽  
Price Fairness ◽  
Customer Perceived Value ◽  
Tourism Sector ◽  
Perceived Price ◽  
Tourism Services ◽  
Actual Price

Tourism has a bright future and so does the hotel industry. Many opportunities in tourism sector have influenced the great number of tourism services provider and the effect is high competition. Increasing in competition can induce service quality of the corporation for creating the customer satisfaction. Customer satisfaction is influenced by many factors such as perceived valued by the customer. Perceived value is the consumer's overall assessment of the utility of a product based on perceptions of what received and what is given. Perceived Quality, Perceived Risk, Perceived Price and Price Fairness influence perceived value. Perceived price is formed by actual price that corporation charges to the consumer and brand class of product. This paper according to tourism sector, but the model can be used for others sector

The evaluation of the perceived value of festival experiences: the case ofSerralves em Festa!

2018 ◽  
Vol 9 (3) ◽  
pp. 279-296 ◽  
Author(s):  
Ana Pinto Borges ◽  
Elvira Pacheco Vieira ◽  
João Romão
Keyword(s):  
Perceived Value ◽  
Content Type ◽  
The Public ◽  
Gender And Age ◽  
Double Hurdle ◽  
Negative Impacts ◽  
Propensity To Pay ◽  
The City ◽  
Intention To Revisit ◽  
Practical Implications

PurposeSerralves em Festa!is a festival of contemporary artistic expression held annually in the city of Porto attracting a large number of national and international tourists. As there is no entrance fee, the purpose of this paper is to examine the effect of the perceived value through the attendee’s willingness to pay for the event. The authors also describe the respondents (the “cheap talkers”) who indicated that they are willing to pay for a festival but when compared to other groups their opinion is different.Design/methodology/approachConsidering the socio-economic and demographic characteristics of visitors, their segmentation and satisfaction level, a regression model was created, based on combination of a double hurdle approach with a contingent valuation (CV) analysis.FindingsThe results show that gender and age above 53 years old are more likely to decide to pay for the event, while place of residence, satisfaction, repeated visits and intention to revisit influence the amount of the event’s payment. The cheap talkers are the respondents residing in Portugal.Practical implicationsPossible options for the implementation of an entrance fee or a system of donations are discussed taking into consideration the segmentation of demand. The authors concluded that an organized system of donations, combined with institutional sponsors, limited advertising (also with negative impacts on the perceived authenticity) and merchandising related to the event could contribute for an increment of the revenues related to the festival. Other implications related to the cultural and economic impacts on the city are also addressed.Originality/valueIt was combined a double hurdle approach with a CV method based on a segmentation of the public, which influences the propensity to pay for the event. This paper makes a contribution to the literature by seeking to deal with the cheap talk problem in CV methods by observing the comparison of the amount of the event’s payment between groups.

Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

2019 ◽  
Vol 14 (4) ◽  
pp. 922-947 ◽  
Author(s):  
Mahafuz Mannan ◽  
Nusrat Chowdhury ◽  
Priodorshine Sarker ◽  
Riasat Amir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Holistic Approach ◽  
Variety Seeking ◽  
Content Type ◽  
Positive Effects ◽  
Revisit Intention

Purpose The purpose of this study is to provide an insight into the crucial antecedents of customer satisfaction and revisit intention in the context of dining restaurants in a holistic approach, taking Bangladesh as a unit of analysis. Design/methodology/approach The research design was cross-sectional. Data were collected from 30 dining restaurants in Dhaka city, Bangladesh. The proposed model was tested using partial least square structural equation modeling with a sample size of 600 respondents. Findings The antecedents of customer satisfaction (i.e. service quality, food quality, atmospherics, other customers and perceived value/price) were found to have significant positive effects on customer satisfaction. Customer satisfaction and restaurant reputation were found to have significant positive effects on revisit intention, while variety seeking tendency was found to have a significant negative effect on revisit intention. Trust was found to partially mediate the customer satisfaction-revisit intention and restaurant reputation-revisit intention relationships. Originality/value This study is among the first to provide a holistic approach toward the crucial antecedents of customer satisfaction (i.e. service quality, food quality, atmospherics, other customers and perceived value) and revisit intention (i.e. customer satisfaction, variety seeking tendency, trust and restaurant reputation) in one structural equation model, and investigated their interrelationships in the context of dining restaurants. To the authors’ knowledge, this is the first study that has investigated the mediating role of trust between the customer satisfaction-revisit intention and restaurant reputation-revisit intention relationships in the context of dining restaurants. From a market-specific context, this the first study to investigate and link the examined variables in the context of Bangladeshi dining restaurants.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

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

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sheenam Jain ◽  
Malin Sundström
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Added Value ◽  
Personalized Service ◽  
Middle Range Theory ◽  
Content Type ◽  
Personalized Services ◽  
Online Retailers ◽  
Middle Range ◽  
Range Theory

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.

Impacts of city personality and image on revisit intention

2015 ◽  
Vol 1 (1) ◽  
pp. 50-69 ◽  
Author(s):  
Hong-bumm Kim ◽  
Sanggun Lee
Keyword(s):  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Causal Relationships ◽  
City Image ◽  
Content Type ◽  
Dynamic Image ◽  
Revisit Intention ◽  
The Relationship ◽  
The City

Purpose – The purpose of this paper is to examine the causal relationships of city personality and city image, together with the possible effect of city image on the revisit intention of visitors, through empirical validation, so that some meaningful implications can reveal to city planners and marketers how the city tourists can be affected by the personality and image of the city. Design/methodology/approach – This study offers an integrated approach to understanding the relationship between city personality and city image. The research model investigates the relevant relationships among the underlying dimensions of city personality and city image by using a structural equation modeling (SEM) approach. Data obtained from a sample of 302 respondents drawn from a web-based survey in South Korea were analyzed with AMOS program. Findings – The results of this empirical study indicate that city personality positively or negatively affect city image depending on the nature of constructs. Positive relationships are found to exist between excitement as well as sophistication personality and dynamic image of city. On the contrary, the relationship between sincerity personality and dynamic image is negative. All the specific three images of city: dynamic, specific, and static image show positive impact on revisit intention of city tourists. Originality/value – The empirical results of this study provide tenable evidence that the proposed SEM designed to consider city personality and city image, and revisit intention simultaneously is acceptable. Even though in the previous literature, researchers tried to explain the relationship between city personality and city image, the conceptual model and empirical studies pertaining to causal relationships among those constructs have not been thoroughly examined. It is believed that this study has a substantial capability for generating more precise applications related to city tourism, especially concerning city personality and city image.

The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Miao Miao ◽  
Tariq Jalees ◽  
Syed Imran Zaman ◽  
Sherbaz Khan ◽  
Noor-ul-Ain Hanif ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Online Experience

PurposeThis research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.Design/methodology/approachBased on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.FindingsWe have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.Research limitations/implicationsThis research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.Originality/valueWe have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.

An intervariable approach to customer satisfaction and loyalty in the internet service market

2019 ◽  
Vol 29 (4) ◽  
pp. 772-798 ◽  
Author(s):  
Mamoun N. Akroush ◽  
Bushra K. Mahadin
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Perceived Value ◽  
Future Research ◽  
The Internet ◽  
Service Market ◽  
Internet Service ◽  
Confirmatory Factor Analyses ◽  
Content Type ◽  
Attitudinal Loyalty

Purpose The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives. Design/methodology/approach In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model. Findings CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path. Research limitations/implications Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined. Practical implications CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty. Originality/value Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

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