scholarly journals Relationship marketing approach and customer perceived value: An empirical study in retail banks

2018 ◽  
Vol 7 (3) ◽  
pp. 300-308
Author(s):  
Nezha Nait Boubker ◽  
Mahmoud Belamhitou
Keyword(s):  
Relationship Marketing ◽  
Structural Equation ◽  
Economic Value ◽  
Perceived Value ◽  
Retail Banking ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Managerial Implications ◽  
Using Data ◽  
Marketing Approach

Abstract This paper studies what creates value for customers and how perceived value increases customers’ loyalty. An analytical model is presented and applied in the field of Moroccan retail banking industry. The model is tested through a quantitative study using data collected by an online questionnaire. A total of 200 customers of financial entities were surveyed, and 20 items were tested using the Structural Equation Modeling through Smart-PLS Approach. The results show that the relationship marketing approach is a multidimensional construct composed by trust, commitment and satisfaction. The perceived value based on the PERVAL scale was composed of three components (economic value, social value and emotional value) and represented by 7 items. The results confirm that customers’ positive perceived value has a mediator effect between relationship marketing approach of the providers and customers’ loyalty. This article provides an empirical validation of the perceived value study, a little investigated topic in the Moroccan context. It shows the managerial implications of developing such strategy to maintain long term relationship with customers.   Keywords: relationship approach, perceived value, loyalty, banking , Morocco.

Examining the Relationship Among Experience, Perceived Value, and Satisfaction in Exhibitions

2020 ◽  
Vol 24 (1) ◽  
pp. 169-184
Author(s):  
Dae-Hui Lee
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Structural Model ◽  
Economic Value ◽  
Perceived Value ◽  
Equation Modeling ◽  
Mediating Role ◽  
Managerial Implications ◽  
Emotional Value ◽  
The Relationship

The purpose of this study is to evaluate the relationship among experience, perceived value, and attendance satisfaction in exhibitions. It used structural equation modeling (SEM) technique to examine the causal relationships and develop a structural model that identified the influencing dimensions of experience and perceived value on attendance satisfaction, both directly and indirectly. The results of structural equation modeling analyses uncovered significant relationships among experience, perceived value, and satisfaction. First, relatively important factors of both experience (i.e., entertainment, escapism, and education) and perceived value (i.e., emotional value, economic value, and social value) applied in the exhibition industry were discovered. Second, a clear experience–perceived value–satisfaction chain was confirmed, with direct and indirect effects. Third, the mediating role of perceived value between experience and attendance satisfaction was identified. Lastly, identifying the significant direct and indirect relationships between experience and perceived value can be the key to discovering marketing strategies of how to ultimately maximize satisfaction of exhibition attendees. The findings provide the opportunity to derive both theoretical and managerial implications.

scholarly journals Conflict Management Model of Organization from Molucca’s Cultural Perspective

2020 ◽  
Vol 55 (4) ◽  
Author(s):  
Albertus Fenanlampir
Keyword(s):  
Personality Traits ◽  
Purchase Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Cultural Perspective ◽  
Mediating Role ◽  
Foreign Products ◽  
Managerial Implications ◽  
Using Data

The purpose of this research is to examine the influence of consumer sentiments on purchase intention toward foreign products and to determine which personality traits are responsible for the formation of consumer sentiments. In this study, we employed Structural Equation Modeling to test the research model using data collected from a survey of 400 young Vietnamese consumers in Ho Chi Minh City. The results provide empirical evidence of the positive impact of consumer cosmopolitanism and xenocentrism on consumers’ purchase intention toward foreign products. Furthermore, through this study, we indicated that certain personality traits shape consumer sentiments. Generally speaking, in the context of foreign consumption, there is an enhanced link between personality traits and purchase intention via the mediating role of consumer sentiments. Theoretical and managerial implications are also discussed.

scholarly journals Assessing the Relevance of Green Banking Practice on Bank Loyalty: The Mediating Effect of Green Image and Bank Trust

2019 ◽  
Vol 11 (17) ◽  
pp. 4651 ◽  
Author(s):  
Ibe-Enwo ◽  
Igbudu ◽  
Garanti ◽  
Popoola
Keyword(s):  
Structural Equation Modeling ◽  
Relationship Marketing ◽  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Sustainability Performance ◽  
Modeling Analysis ◽  
The Relationship

Studies that examine green banking practice from the relationship marketing perspective are limited. Bearing in mind the importance of loyalty to managers in the banking industry, and the increase in the call for greater sustainability performance from banking firms by customers, our study explore customers’ perception on green banking practice and its effect on bank loyalty. It also investigates the mediating effect of green image and bank trust in the relationship between green banking practice and bank loyalty. Through a quantitative survey, data for this study was adopted from 551 customers of the retail banking sector in North Cyprus. The structural equation modeling technique was used to test the relationship between the study variables. Results from the structural equation modeling analysis conducted indicated a direct and significant influence of green banking practice on green image, bank trust, and bank loyalty. Green image significantly affects bank trust and bank loyalty. No significant relationship exist between bank trust and bank loyalty. Green image mediates the relationship between green banking practice and bank loyalty, while bank trust does not mediate the relationship between green banking practice and bank loyalty.

Consumers’ Perceived Value of Sport Team Games—A Multidimensional Approach

2017 ◽  
Vol 31 (1) ◽  
pp. 80-95 ◽  
Author(s):  
Thilo Kunkel ◽  
Jason Patrick Doyle ◽  
Alexander Berlin
Keyword(s):  
Structural Equation ◽  
Sport Management ◽  
Economic Value ◽  
Perceived Value ◽  
Equation Modeling ◽  
Social Emotional ◽  
Five Dimensions ◽  
Sport Team ◽  
Team Games ◽  
Confirmatory Factor

Consumers’ evaluations of their favorite sport team’s contests are influenced by the value that the team provides to them. The current research contributes to the sport management literature through conceptualizing and measuring the dimensions that influence the perceived value consumers link with their favorite sport team’s games and testing the explanatory ability of this perceived value on their satisfaction with, and commitment toward, the team. Five semistructured expert interviews were conducted to conceptualize perceived value dimensions and measurement items. Next, a multidimensional Consumers’ Perceived Value of Sport Games scale (CPVSG) was developed and tested across two studies with football (soccer) consumers (N1 = 225; N2 = 382) in Germany. Results from confirmatory factor and structural equation modeling analyses indicate that five dimensions—functional, social, emotional, epistemic, and economic value—reflect perceived value dimensions that consumers associate with sport team games. Results also indicated these perceived value dimensions were predictive of consumers’ satisfaction with, and commitment toward, their favorite team. Thus, this research adds to the literature by providing the multidimensional CPVSG scale and demonstrating its value in explaining variance in attitudinal outcome variables.

scholarly journals The Impact of Brand Trust on Physician’s Prescription Decision Towards Prothrombin Complex Concentrate with a Special Reference to Octaplex®

2019 ◽  
Vol 15 (10) ◽  
pp. 1
Author(s):  
D. R. G. Perera ◽  
W. M. C. Bandara Wanninayake
Keyword(s):  
Relationship Marketing ◽  
Structural Equation ◽  
Quantitative Research ◽  
Positive Impact ◽  
Equation Modeling ◽  
Brand Trust ◽  
Online Questionnaire ◽  
Integral Role ◽  
The Impact ◽  
The Relationship

Management of Hemostasis is an integral role for any Intensivist in assurance of recovery of a hemorrhage patient who is often treated in an ICU, and building trust of a product segment related to such vital treatment will undoubtedly hold an utmost importance. Yet in researches and articles in current Medical Marketing setup it is found to be very limited, and in the case of Biological and Bio-Similar Marketing its almost non-existence. The purpose of this research paper is to investigate and prove the significant positive impact of Brand Trust on Physicians Prescription Decision and Moderation impact powered by the synergy of Relationship Marketing. The research consists of data which was collected via online questionnaire and captured the data required from the target sample cohort which is distributed via respective specialized academic colleges of their representation through email and filed online by the participants of quantitative research. Moreover, two of the main key opinion leaders (KOLs) were interviewed and qualitative data were summarized. The collected data were analyzed using Structural Equation Modeling (SEM) procedures to reach meaningful conclusions. Thereby the study proves the significant positive impact of Brand Trust on Physicians Prescription Decision and Moderation impact which synergized by Relationship Marketing. The study is an original contribution to the field of Marketing in Biological and Pharmaceutical Industry. The proposed relationships are based on Brand Trust, Physician’s Prescription Decision and Relationship Marketing. Furthermore, the Moderating effect of Relationship Marketing on the relationship between Brand Trust and Physician’s Prescription Decision is unique to this study.

scholarly journals Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

2007 ◽  
Vol 9 (3) ◽  
pp. 355 ◽  
Author(s):  
Nor Asiah Omar ◽  
Rosidah Musa ◽  
Muhamad Azrin Nazri
Keyword(s):  
Relationship Marketing ◽  
Structural Equation ◽  
Perceived Value ◽  
Theory And Practice ◽  
Customer Relationships ◽  
Equation Modeling ◽  
Store Loyalty ◽  
Data Set ◽  
Program Satisfaction ◽  
Marketing Orientation

Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set utilized in this study has been obtained via quota sampling technique, where a sample of 153 retail loyalty programs’ members was analyzed. An integrative conceptual model was developed and tested using Structural Equation Modeling using AMOS program. The results exemplify that program perceived value is a strong driver of program satisfaction and program card loyalty. Unexpectedly, program perceived value is not a significant predictor of store loyalty but, it has an indirect effect on store loyalty mediated by program satisfaction. Continuous plea in marketing management is to make marketing instruments more efficient. In recent years introduction of customer relationship marketing instruments is strongly advocated, both in marketing theory and practice. Several researchers (e.g., Berry 1983; Berry and Parasuraman 1991; and Gronroos, 1994) have changed the focus of a marketing orientation from attracting short-term, discrete transactional customers to retaining long-lasting, intimate customer relationships. In fact Roberts, Varki, Brodie (2003), further suggested that it is best to describe relationship marketing as the formation of “bonds” between the company and the customer. Achieving an effective relationship in a consumer context is considered to be even more challenging than it is in a business-to-business context, given the generally more polygamous character of consumers as opposed to business customers (Keng and Ehrenberger 1984; Pressey and Matthews 1998).

scholarly journals MANAGERIAL IMPLICATIONS OF THE RELATIONSHIP BETWEEN CUSTOMER CARE AND PURCHASE INTENTION IN ONLINE SHOPPING

2019 ◽  
Vol 7 (1) ◽  
pp. 514-526
Author(s):  
Adnan Veysel ERTEMEL ◽  
Mustafa Emre CİVELEK
Keyword(s):  
Web Sites ◽  
Purchase Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Care ◽  
Managerial Implications ◽  
Indirect Relationship

This paper studies customer care as an important factor that affects the performance of B2C e-commerce websites. A survey was conducted to 464 Turkish B2C website customers. Analysis method of this study is partial least square structural equation modeling (PLS-SEM). Specifically, customer care in B2C e-commerce web sites is found to have direct effect on perceived value and indirect effect on purchase intention via perceived value and brand loyalty. Besides relationship between customer care and purchase intention was found as insignificant. The most important contribution of this research is the unveiling of the indirect relationship between customer care and purchase intention. This study also offers some important manageral suggestions for B2C web sites.  

scholarly journals Functional, psychological and emotional barriers and the resistance to the use of digital banking services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Alexandre Alves dos Santos ◽  
Mateus Canniatti Ponchio
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Banking Services ◽  
Content Type ◽  
Theoretical Contribution ◽  
Final Sample ◽  
Innovative Products ◽  
Managerial Implications ◽  
Emotional Aspects

PurposeThe present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.Design/methodology/approachThe authors carried out a quantitative study in which data were collected through a self-administered online questionnaire. A final sample of 202 Brazilian adults, with and without experience in using digital banking services, enabled the test of research hypotheses by means of a structural equation modeling approach.FindingsThe authors found statistical evidence that supports the hypothesis that psychological barriers, emotional barriers and user experience positively influence the resistance to the use of digital banking services. However, there is no empirical evidence supporting that the influence of functional barriers affects the resistance to the use of digital banking services.Practical implicationsEfforts to understand the mechanisms that lead consumers to adopt or reject innovative products or services are important to prevent investments in these innovations, avoiding revenue failures. The results provide managerial implications by favoring the creation of communication programs capable of reducing the possibilities of innovation failure.Originality/valueThe main theoretical contribution of this work is the identification of the predominant influence of emotional barriers, in comparison to functional barriers, on the resistance to innovation in digital banking services. Currently, the models that illustrate resistance to innovation tend to focus solely on functional aspects; however, these models can be improved by incorporating emotional aspects.

scholarly journals Effect of Customer Value and Satisfaction on Customer Loyalty: Evidence on Indonesian Islamic Bank

2020 ◽  
Vol 4 (1) ◽  
pp. 413
Author(s):  
Rifaatul Indana
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Central Java ◽  
The Right ◽  
Positive Effect

Given the importance of perceived value and high satisfaction for companies in creating loyalty to achieve their goals and to empirically prove testing, the researchers formulated the problem in research specifically: (1) Does perceived value have an influence on customer loyalty, (2) Does satisfaction affect customer loyalty?. This study uses a Structural Equation Modeling (SEM) approach which is carried out through AMOS software. This research was conducted by utilizing community surveys with online questionnaire. The Sample of this research is 150 respondents, majority of respondents came from the provinces of Central Java and the Special Region of Yogyakarta. Based on the results of the analysis show: customer value has a positive effect on customer satisfaction (CR = 2.492, P = 0.019, H1 supported), customer value has a positive effect on customer loyalty (CR = 2.53, P = 0.026, H2 supported), customer satisfaction has a positive effect on customer loyalty (C.R. = 3.521, P = 0.000, H3 supported). Satisfaction are in a position to create a positive response to the creation of services for consumers, furthermore perceived value plays an important role in representing various client needs and company satisfaction, in the right preferences.

scholarly journals The Effect of Perceived Value on Customer Retention with Trust as Mediation Variable in Company X

2021 ◽  
Vol 6 (2) ◽  
pp. 216-232
Author(s):  
Meliyana Prasetyo Tejo
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Employee Training ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Computerize System ◽  
Managerial Implications ◽  
Cash Discount

This research was conducted to determine the effect of perceived value on trust, the purposes are to know the effect of perceived value on customer retention, to know the effect of trust on customer retention, to know the role of trust as mediator in the relationship between perceived value on customer retention in Company X family business which moved as distributor basic needs. Research data collection was distributed to 68 respondents of Company X B2B customer who regularly purchase on 2020. Analysis method for this research used Partial Least Square Structural Equation Modeling (SEM PLS) with smart PLS 3.0 program. The results of the analysis in this study are perceived value have a positive relationship and significant effect on trust; perceived value doesn’t have significant effect on customer retention in Company X; trust has a positive and significant effect on customer retention in Company X; Trust fully mediates perceived value to customer retention in Company X. Managerial implications based on the results are creating more services and educate customer about service offer compared with competitors, improving service with implementing computerize system to decrease error, employee training, and proposing program such as cash discount or bonus product to maintain customer retention.

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