Moderating role of product type in the relationship between e-retailer service attributes and customer satisfaction

2017 ◽  
Vol 8 (4) ◽  
pp. 316
Author(s):  
Sanjoy Ghose ◽  
Amit Bhatnagar ◽  
Yanfen You
Keyword(s):  
Customer Satisfaction ◽  
Product Type ◽  
The Relationship ◽  
Moderating Role

Should we engage variety seeking customers?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ashish Gupta ◽  
Shivendra Pandey
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Engagement ◽  
Variety Seeking ◽  
Content Type ◽  
Moderation Effect ◽  
The Relationship ◽  
Moderating Role

Purpose The study aims to examine the moderating role of variety-seeking behaviour between customer engagement and its antecedents (customer satisfaction and customer value). Further, this study also tests the existence of the value-satisfaction-engagement behaviour chain. Design/methodology/approach The perception of 262 respondents was used to examine the hypothesis using the structural equation modelling approach. Findings The moderation effect of variety-seeking behaviour between customer satisfaction and customer engagement was found to be significant. Also, customer satisfaction fully mediated the relationship between perceived value and customer engagement, hence, empirically validating the value-satisfaction-engagement model in the retailing context. Research limitations/implications The findings draw managers' attention towards the segment of consumers who are more likely to be engaged, thus helping managers develop a more efficient and focussed strategy to achieve customer engagement. The result also suggests that variety-seeking buyers may not get engaged even after satisfaction. Originality/value This paper is among the first to empirically test the moderating role of variety-seeking behaviour to achieve customer engagement.

scholarly journals Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

2020 ◽  
pp. 1-18
Author(s):  
Seyedhossein Nikou ◽  
Mohsen Malekalketab Khiabani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Interpersonal Relationships ◽  
Customer Loyalty ◽  
Interpersonal Relationship ◽  
Service Industries ◽  
Kuala Lumpur ◽  
The Relationship ◽  
Moderating Role

The importance and prominent role of service quality in service industries are inevitable. Previous scholars have investigated relationships among service quality, customer satisfaction, and customer loyalty with fundamental theories in this research era, as proposed in marketing and psychological behavior.  Ergo, their consistencies have been supported by theoretical justification. This research paper aims to determine the effect of service quality on customer loyalty directly and through the mediating role of customer satisfaction and the moderating role of interpersonal relationships in the four-star hotels located in Kuala Lumpur, Malaysia. This research's developed model consists of four latent variables: service quality, customer satisfaction, interpersonal relationship, and customer loyalty. A quantitative approach through the distribution of 550 questionnaires with a response rate of 69.81 percent was taken. Collected data were processed via IBMSPSSAMOS software. Firstly, reliability and factor analysis in order to ensure normality of the collected data, adequacy of sample size were run. Secondly, utilizing structural equation modeling (SEM) via analysis of moment structure (AMOS) program. Confirmatory factor analysis (CFA) with a two-step strategy was run to hypotheses testing. Thirdly, hierarchical regression analyses were conducted for testing the moderating role of interpersonal relationships. Findings supported the notion that service quality has a positive and direct impact on customer satisfaction and loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty. Finally, interpersonal relationship moderates the relationship between service quality and customer satisfaction positively. Consequently, the interpersonal relationship moderates the relationship between customer satisfaction and customer loyalty positively. This research's originality and value are for academics, practitioners, and managers in service industries, especially hospitality industries and exclusively managers in the four-star hotels in Kuala Lumpur, Malaysia.

scholarly journals A Framework for Assessing Impact of Brand Personality on Customer Satisfaction: The Moderating Role of Gender and Age

2020 ◽  
Vol 6 (3) ◽  
pp. 999-1014
Author(s):  
Zara Hayat ◽  
Sahar Hayat ◽  
Saba Hayat ◽  
Hayat Muhammad Awan
Keyword(s):  
Customer Satisfaction ◽  
Cell Phone ◽  
Cell Phones ◽  
Brand Personality ◽  
Demographic Characteristics ◽  
Manufacturing Companies ◽  
Gender And Age ◽  
The Relationship ◽  
Moderating Role

This study develops an empirical examination of brand personalities in cellular phone sector of Pakistan as a predictor of customer satisfaction. The purpose of this research is to develop a framework that how brand personality of cell phone can increase the level of customer satisfaction. This study also aims to test the moderating role of demographic characteristics (Gender and Age) in the relationship between brand personalities and customer satisfaction. A sample of 300 cell phone users from 5 cities of Pakistan is selected .Based on the survey of consumers of cell phones; the authors checked the effect of brand personality on customer satisfaction. Moderation Analysis was used to check the moderation effect of demographic characteristics (Gender and Age) on the relationship between brand personality and customer satisfaction. Results indicated that due to different dimensions of brand personality of cell phones, customer observed massive satisfaction level. So, since customer faced more satisfaction, they signified more intention towards brand. Further, our research also confirmed the moderating role of Customer Age.  This study reveals that when cell phone manufacturing companies invest the human characteristics into their brand so that personality of their brand can develop, their customers can be more loyal towards organization and their level of satisfaction increased. Marketers and Brand Managers must develop marketing and advertisement activities in line with the personality of their cell phone brands.  

Impact of Service Innovation on Customer Satisfaction: An Evidence from Pakistani Banking Industry

2019 ◽  
Vol 5 (2) ◽  
pp. 125-140 ◽  
Author(s):  
Rimsha Kanwal ◽  
Salman Yousaf
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Banking Sector ◽  
Banking Industry ◽  
Service Innovation ◽  
Moderation Effect ◽  
Expectation Disconfirmation ◽  
The Relationship ◽  
Moderating Role

The purpose of this study is to appraise the linkage between service innovation (SI), customer value creation (CVC), and customer satisfaction (CS) with a specific focus on the Pakistani banking sector. In addition, the study evaluates the moderating role of brand equity (BE) fit between SI and CS. A survey is conducted on 250 customers from commercial banks in Pakistan and scales were acquired from past literature. The study showed that CVC mediates the relationship between SI and CS. Therefore, SI must create value for their customers in order to enhance CS. Moreover, BE has a partial positive moderation effect on the relationship bewteen SI and CS. By relating to the findings, managers of firms should focus on SI that adds to or create holistic value for their customers, which ultimately increase the CS level. This study relies on two theories, which include signaling theory and expectation disconfirmation theory to explain how SI in Pakistani banking sector creates customer value which achieves CS. The other uniqueness of the study is that it will be helpful for researchers by giving baseline regarding BE effect as a moderator between SI and CS in Pakistani banking industry.

scholarly journals Does Customer Orientation Matter? Direct and Indirect Effects in a Service Quality-Sustainable Restaurant Satisfaction Framework in China

2021 ◽  
Vol 13 (3) ◽  
pp. 1051
Author(s):  
Yingxue Xia ◽  
Hong-Youl Ha
Keyword(s):  
Customer Satisfaction ◽  
Customer Orientation ◽  
Positive Impact ◽  
Direct Effects ◽  
Chinese Restaurant ◽  
First Finding ◽  
Relationship Of ◽  
The Relationship ◽  
Moderating Role

This study aims to further understand the moderating role of customer orientation in the formation of customer satisfaction in the Chinese restaurant context. The first finding of direct effects reveals that customer orientation has a positive impact on quality evaluations, restaurant image and customer satisfaction. Taken in sequence, customer orientation improves quality evaluations, which, in turn, improves restaurant image and customer satisfaction. In particular, restaurant image by itself is not significant in its impact on customer satisfaction, whereas higher levels of customer orientation moderate to strengthen the relationship of restaurant image with customer satisfaction. The authors then provide a managerial framework that can be used to guide customer orientation improvement efforts.

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