scholarly journals Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay

2005 ◽  
Vol 69 (2) ◽  
pp. 84-96 ◽  
Author(s):  
Christian Homburg ◽  
Nicole Koschate ◽  
Wayne D. Hoyer
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Positive Impact ◽  
Experimental Studies ◽  
Functional Structure ◽  
Lab Experiment ◽  
Nonlinear Functional ◽  
Disappointment Theory ◽  
The Relationship ◽  
Over Time

Two experimental studies (a lab experiment and a study involving a real usage experience over time) reveal the existence of a strong, positive impact of customer satisfaction on willingness to pay, and they provide support for a nonlinear, functional structure based on disappointment theory (i.e., an inverse S-shaped form). In addition, the second study examines dynamic aspects of the relationship and provides evidence for the stronger impact of cumulative satisfaction rather than of transaction-specific satisfaction on willingness to pay.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Muslims’ willingness to pay for certified halal food: an extension of the theory of planned behaviour

2019 ◽  
Vol 11 (1) ◽  
pp. 14-30 ◽  
Author(s):  
Mohammad Iranmanesh ◽  
Maryam Mirzaei ◽  
Seyed Mehrshad Parvin Hosseini ◽  
Suhaiza Zailani
Keyword(s):  
Willingness To Pay ◽  
Theory Of Planned Behaviour ◽  
Positive Impact ◽  
Religious Commitment ◽  
Cross Sectional ◽  
Planned Behaviour ◽  
Content Type ◽  
Self Identity ◽  
Halal Food ◽  
The Relationship

Purpose The purpose of this paper is to extent the theory of planned behaviour (TPB), when extended by self-identity and religious commitment (RC), and is able to predict Muslim consumers’ willingness to pay (WP) for certified halal food. Design/methodology/approach A survey of 277 Muslim consumers in Malaysia was conducted and the cross-sectional data were analysed using the partial least squares technique. Findings Attitude (ATT) and religious self-identity (RSI) were found to have a positive impact on WP for certified halal food. Additionally, RC has a positive effect on ATT and RSI and has a positive moderating effect on the relationship between perceived behavioural control and WP. Practical implications The findings can benefit halal food companies by offering an insight into the willingness of Muslim consumers to pay for certified halal food. Originality/value The findings contribute to the research on halal foods by illustrating the factors that determine Muslim consumers’ WP for certified halal food. This study also extends the understanding of the TPB to the halal food context.

The role of prosocial and proactive personality in customer citizenship behaviors

2019 ◽  
Vol 36 (2) ◽  
pp. 288-305 ◽  
Author(s):  
Laee Choi ◽  
Jiyoung Hwang
Keyword(s):  
Customer Satisfaction ◽  
Service Providers ◽  
Positive Impact ◽  
Two Dimensions ◽  
Proactive Personality ◽  
Equation Modeling ◽  
Citizenship Behaviors ◽  
Content Type ◽  
Intention To Continue ◽  
The Relationship

Purpose This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step consequences of CCBs: customer satisfaction and intention to continue the relationship. Design/methodology/approach US consumers (n = 665) participated in online surveys regarding three types of service businesses with different levels of customization and customer contact. Data were analyzed using structural equation modeling. Findings Results show a significant, positive impact of the two dimensions of prosocial personality (i.e. other-oriented empathy and helpfulness) and proactive personality on CCBs. Additionally, CCBs increase customer satisfaction and, in turn, intention to continue the relationship. Research limitations/implications This study suggests the importance of customer prosocial and proactive personality as antecedents of CCBs. Beyond intention to participate in CCBs, the present study shows that customers perceived satisfaction from CCBs, resulting in intention to continue the relationship with their service provider. Further research should investigate other types of customer personalities such as conscientiousness and agreeableness. Practical implications Service providers should understand customer personalities that lead to voluntary behaviors that benefit their organizations. This understanding allows the service providers to better communicate with their customers and to receive more assists from customers. Originality/value Previous research has shown that customers’ attitudinal perceptions impact CCBs. In contrast, this study highlights the strong and positive impact of customer personalities, prosocial and proactive personality, on CCBs. Another significant contribution of this study is that it incorporates the potential consequences of CCBs.

scholarly journals Pengaruh Brand Image, Persepsi Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan

2019 ◽  
Vol 3 (5) ◽  
pp. 49
Author(s):  
Alex Witama
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Positive Impact ◽  
Service Center ◽  
Perceived Price ◽  
Convenience Sampling ◽  
The Relationship

It has often been argued that customer satisfaction can contribute significantly to a company’s success in a variety of ways. This study aims to analyze the effect of brand image, perceived price and service quality on customer satisfaction. The method of data collection is convenience sampling. The samples of this research are collected from 109 respondents, who are the customers in one of the biggest smartphone service center in Jakarta. The technique of data analysis used in this study was regression analysis. The result is: the relationship between brand image, perceived price and service quality have a significant and positive impact toward customer satisfaction.

scholarly journals EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

Attitudes Toward Retirement Drive the Effects of Retirement Preparation on Psychological and Physical Well-Being of Hong Kong Chinese Retirees Over Time

2020 ◽  
pp. 009141502092684 ◽  
Author(s):  
Michael C.H. Chan ◽  
Edwin K.H. Chung ◽  
Dannii Y. Yeung
Keyword(s):  
Hong Kong ◽  
Positive Impact ◽  
Well Being ◽  
Hong Kong Chinese ◽  
Limited Attention ◽  
Retirement Preparation ◽  
Gender Education ◽  
The Relationship ◽  
Over Time

Recent findings on retirement preparation found a positive impact on the psychological and physical well-being of retirees. However, the types of mental resources that are driving the relationship, such as attitudes toward retirement, only received limited attention. Reasoning from previous findings, we posit that attitudes toward retirement would explain the relationship between retirement preparation and well-being over time after retirement. A three-wave study was conducted in a sample of 130 Hong Kong Chinese retirees over a period of 1.5 years. Data were collected 6 months prior to retirement (T1) and 6 and 12 months after retirement (T2 and T3, respectively), in which preretirement preparation, attitudes toward retirement, and psychological and physical well-being were measured. The positive effect of T1 retirement planning on T3 physical and psychological well-being was partially mediated by T2 attitudes toward retirement. These results remain significant even after controlling for gender, education level, preretirement occupation, and well-being at T1. These findings reveal the role of attitudes toward retirement in driving postretirement adjustment over time.

Dynamics of the Cross-Country Growth/Volatility Relationship

2007 ◽  
Vol 7 (2) ◽  
pp. 1850108 ◽  
Author(s):  
Jeffrey A. Edwards
Keyword(s):  
Capital Flows ◽  
Negative Impact ◽  
Positive Impact ◽  
Cross Country ◽  
The Cross ◽  
Developed Nations ◽  
Growth Volatility ◽  
Gross Capital Flows ◽  
The Relationship ◽  
Over Time

This study evaluates structural changes over time in the cross-country relationship between growth and volatility. Using a GMM 2SLS method to control for endogenous variables, and a time-series based rolling window estimation procedure, this study adds to the current literature in two significant ways. The first is that to assume the cross-country growth/volatility correlation is constant over time, or differs across ad hoc predetermined intervals of time is inappropriate. Instead, the early to mid 1990's seems to be the primary area whereby there are significant changes in the relationship across countries. Specifically, volatility negatively impacted growth for developed nations around this time, while it positively impacted growth for developing nations--the latter happening a few years later than the former. The second finding is that the positive impact that trade had on the growth/volatility relationship for developing countries during this period is outweighed by the negative impact of gross capital flows. Among developed nations, globalization reduces a negative effect that gross capital flows has on the relationship. For policy and constituency appeasement purposes the former is an argument for caution when entering into the global economy, and the latter an argument to embrace it.

Training and Development: Best Practices

2002 ◽  
Vol 31 (4) ◽  
pp. 507-516 ◽  
Author(s):  
Linda Bjornberg ◽  
Susan DellCioppia ◽  
Kelly Tanzer
Keyword(s):  
Customer Satisfaction ◽  
Best Practices ◽  
Service Quality ◽  
Human Resource ◽  
Best Practice ◽  
Positive Impact ◽  
Training And Development ◽  
Positive Outcomes ◽  
The Impact ◽  
Over Time

The IPMA HR Benchmarking Committee has identified a series of successful approaches—“best practices”—in key human resource areas from the 2001–2002 HR Benchmarking Survey. The primary purpose of the benchmarking project is to provide human resource practitioners with tools, models, skills, methods, and data to improve the effectiveness of their human resource programs for their customers. The main goal of the benchmarking project is to: identify, measure, and share the best practices of leading HR organizations so that others can compare their practices to these HR organizations and identify opportunities to improve their own organizations. Rarely can a program or solution seamlessly transfer to every other organization, but the IPMA HR Benchmarking Committee will feature successful models for HR professionals to review and determine whether they may adopt or adapt the practice—or elements of the practice—in their own organizations. In conjunction with IPMA's available benchmarking data, the HR Benchmarking Committee will use the following criteria to determine which agencies have “potential” best practices. Training and Development was one of the “best practice” program areas identified. Linda Bjornberg, a member of the Benchmarking Committee, discusses the innovative and successful efforts of the selected HR organizations in measuring the impact of training on their organizations' missions. Successful over time Quantitative and/or qualitative results Recognized or recognizable positive outcomes — customer satisfaction — positive impact Innovative Replicable — transferable with modifications — portable — adds value by improving service, quality and/or productivity Meaningful to Users of the Benchmarking Site

scholarly journals The Effect of Customer Relationship Management on Customer retention in Private Higher Education Institute in Malaysia

2018 ◽  
Vol 9 (1) ◽  
pp. 1441-1453
Author(s):  
MELISSA WANE MANOGHARAN ◽  
Soovendran Varadarajan
Keyword(s):  
Customer Satisfaction ◽  
Positive Impact ◽  
Private Higher Education ◽  
Customer Relationship ◽  
Policy Makers ◽  
Education Industry ◽  
Gender And Age ◽  
The Relationship ◽  
Exact Relationship ◽  
Positive Effect

This research is conducted in order to evaluate the purpose of studying the customer relationship practices and customer satisfaction in PHEI that offers undergraduate degrees in Malaysia.  According to the results obtained, it proves that CRM practices contain more positive effect on its customer satisfaction. The sample size used was only focused on PHEI that offer undergraduate programmes in Malaysia.  According to the research conducted, there are few limitations that disclose the exact relationship between CRM and Customer Satisfaction. Education industry has become one of the major growing industries in Malaysia with various numbers of competitors. Thus, this study allows policy makers of PHEI to focus and implement CRM practices that would have an increase of direct positive impact of satisfaction for their customers.  The study conducted also helps to evaluate not only CRM and satisfaction but also evaluate the effect of the Gender and Age Group factors that reflects on the relationship.

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093588 ◽  
Author(s):  
Sadia Khatoon ◽  
Xu Zhengliang ◽  
Hamid Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Mediating Effect ◽  
Security And Privacy ◽  
Mediating Role ◽  
Banking Service ◽  
The Relationship

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

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