scholarly journals How to build trust: Evidence from Thai customers in the latex glove industry

2021 ◽  
Vol 17 (4) ◽  
pp. 120-131
Author(s):  
Long Kim ◽  
Pattarawadee Maijan ◽  
Teerasak Jindabot ◽  
Wanamina Bostan Ali
Keyword(s):  
Product Quality ◽  
Perceived Risk ◽  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Latex Glove ◽  
Study Product ◽  
Customer Trust ◽  
The Impact

This paper examined the impact of product quality, perceived risk, and perceived value on customer trust in the latex glove industry of Thailand. It used a structural equation model (SEM) to analyze the association between two or more variables. Data collection was conducted in Thailand during the pandemic of COVID-19. Five hundred people looking for glove protection were invited to join the survey; however, only 384 provided responses were valid enough for the data analysis. According to the empirical results of this study, product quality demonstrated significant and positive impacts on perceived value and trust. In addition, perceived value acted not only as a significant and positive predictor of customer trust but also as a partial mediator between product quality and customer trust. On the other hand, the current results demonstrated that perceived risk had little impact on perceived value and trust, while product quality was the primary benefit for increasing perceived value and trust among customers. Thus, ambiguity among customers was unlikely to demonstrate any serious concern for customer value and trust. Overall, customer trust relied significantly on perceived value through increased product quality. AcknowledgmentThis study was supported by Internal Research Grant Funding of Academic year 2021, Hatyai University and Postdoctoral Fellowship, Prince of Songkla University.

scholarly journals Patient Engagement in Health Management as a Mediator Between Perceived Risk and COVID-19 Related Distress in Patients With IBD: A Structural Equation Model

2021 ◽  
Vol 12 ◽  
Author(s):  
Greta Castellini ◽  
Lorenzo Palamenghi ◽  
Mariarosaria Savarese ◽  
Serena Barello ◽  
Salvatore Leone ◽  
...  
Keyword(s):  
Psychological Distress ◽  
Perceived Stress ◽  
Patient Engagement ◽  
Perceived Risk ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Health Management ◽  
Equation Model ◽  
Online Questionnaire ◽  
The Impact

Objective: This study aimed to evaluate the impact of the COVID-19 emergency on patients with IBD's psychological distress, understanding the role of patient engagement as a mediator.Methods: An online questionnaire was created, measuring perceived risk susceptibility toward COVID-19, perceived stress, and patient engagement. The questionnaire was distributed to a purposive sample of IBD patients who belonged to the Italian Association for patients with IBD (AMICI Onlus) in April 2020. Structural equation models were implemented.Results: The effect of the perceived risk susceptibility toward COVID-19 contagion on the perceived stress is fully mediated by patient engagement (β = 0.306, p < 0.001). Moreover, the patient engagement mitigates the perceived stress (β = −0.748, p < 0.001) in our sample of IBD patients, and it is negatively influenced by the perceived risk susceptibility toward COVID-19 (β = −0.410, p < 0.001).Conclusion: Patient engagement is the key factor that explains how the perceived risk susceptibility toward COVID-19 affects the perceived psychological distress in patients with IBD, underlining that the perceived risk of contagion increases their perceived level of stress through a decrease of patient engagement.

Mobile-banking adoption: empirical evidence from the banking sector in Pakistan

2018 ◽  
Vol 36 (7) ◽  
pp. 1386-1413 ◽  
Author(s):  
Maya F. Farah ◽  
Muhammad Junaid Shahid Hasni ◽  
Abbas Khan Abbas
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Banking Sector ◽  
Perceived Value ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Content Type ◽  
Actual Use ◽  
Use Behavior ◽  
The Impact

Purpose The purpose of this paper is to study the important factors which help explain consumer intention and use behavior in mobile banking (m-banking) adoption. All constructs of the unified theory of acceptance and use of technology 2 are studied. Non-monetary value is studied through perceived value. Trust and perceived risk are also included to predict intention. Design/methodology/approach A questionnaire was utilized to evaluate customer responses on a five-point Likert scale. A convenience sampling technique was used to collect data from a sample of 490 respondents in Pakistan. The data were analyzed using AMOS and SPSS for Cronbach’s α, CR, CMV, AVE, Harmon’s single factor test, correlation and structural equation modeling. Findings The results of the study show that most of the predictors of intention, including perceived value, performance expectancy, habit, social influence, effort expectancy, hedonic motivation (except for facilitating condition), perceived risk and trust, are significant. All predictors of usage behavior are significant. Research limitations/implications A cross-sectional study was conducted due to time constraints. Practical implications Bank managers must focus on improving customers’ intentions to use m-banking as well as on providing facilitating conditions to increase its actual use. To boost mobile banking, banks’ management must consider the customers’ habits while designing their m-banking products. Originality/value The findings of this paper are not only interesting in terms of boosting m-banking diffusion rate, but also in terms of financial inclusion of the vast majority of mobile users. Further the impact of intention, facilitating condition and habit were checked on actual use behavior since people tend not always to act upon their intentions.

How CSR influences customer behavioural loyalty in the Chinese hotel industry

2019 ◽  
Vol 32 (1) ◽  
pp. 1-22 ◽  
Author(s):  
Matthew Tingchi Liu ◽  
Yongdan Liu ◽  
Ziying Mo ◽  
Zhidong Zhao ◽  
Zhenghao Zhu
Keyword(s):  
Structural Equation ◽  
Brand Image ◽  
Hotel Industry ◽  
Equation Model ◽  
Chinese Consumers ◽  
Convenience Sample ◽  
Content Type ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to focus on how corporate social responsibility (CSR) (i.e. responsibility to customers, employees and society) influences customer behavioural loyalty in the hotel industry. The mediating effects of brand image and customer trust on the relationship between CSR and customer behavioural loyalty are also considered. Design/methodology/approach In total, 298 valid responses to questionnaire surveys were collected from a convenience sample in China in 2017. A structural equation model was used to test the hypotheses. Findings Hotel customer behavioural loyalty can be enhanced by CSR performance. Performance in each of the three CSR domains positively impacted customer behavioural loyalty to different degrees. The impact of CSR on the customer had the strongest influence on Chinese customers’ behavioural loyalty among the three CSR domains of customer, employee and society. Brand image and customer trust were found to be mediators of the relationship between CSR performance and customer behavioural loyalty. Originality/value The current research contributes to the literature by demonstrating that CSR activities are not all equally effective. Results reveal that the society dimension of CSR had the strongest impact on Chinese customers’ brand image of hotels among the three CSR dimensions investigated. In terms of Chinese hotel customers’ trust, the CSR–customer dimension plays the most effective role. The findings also support the notion that Chinese consumers are beginning to use CSR information to evaluate hotels.

scholarly journals The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

2017 ◽  
Vol 8 (3) ◽  
pp. 1116
Author(s):  
Ricko Achmadi Putra ◽  
Hartoyo Hartoyo ◽  
Megawati Simanjuntak
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Equation Model ◽  
Dominant Factor ◽  
Loyalty Program ◽  
Quality Perception ◽  
The Impact

This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

Residents' satisfaction with cultural services provided by property managers in Chinese housing communities

2021 ◽  
Vol 49 (6) ◽  
pp. 1-15
Author(s):  
Yang Zhang ◽  
Jie Sun ◽  
Zhihong Hu ◽  
Wei Wang ◽  
Chengliang Wu
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Value ◽  
Equation Model ◽  
Community Culture ◽  
Cultural Services ◽  
Commercial Housing ◽  
Using Data ◽  
The Impact

In this article we discussed the influence path of culture-building services provided by property management companies in China's residential communities, and their relationship with residents' evaluations of the companies' services. Using data from a survey of 501 residents of typical commercial housing communities, we constructed a structural equation model based on the stimulus–organism–response framework. Community cultural services were used as the stimulus variable; pleasure, arousal, and perceived value were the organism variables; and customer satisfaction was the response variable. Our results show that the impact of cultural services on residents' evaluations could be explained by the stimulus–organism–response model, such that a strong community culture had a positive impact on residents' emotions and perceived value, and on customer satisfaction. The findings of this study enrich understanding of how property services managers can construct a community culture system to satisfy owners.

scholarly journals PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA

2014 ◽  
Vol 7 (1) ◽  
pp. 177
Author(s):  
Dessy Pirbadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Key Words ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Quality Image ◽  
Convenience Sampling ◽  
The Impact

<p><span><em>Number of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the </em><span><em>number of restaurant is increasing. This research test the impact of Product quality, Service quality, </em><span><em>and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 </em><span><em>respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last six</em><br /><span><em>months. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software </em><span><em>ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive </em><span><em>impact to Loyalty.</em></span></span></span></span></span></span></span></p><p><span><span><span><span><span><span><span><em></em><br /><strong><em>Key words: </em><em>Product quality, Service quality, Image, Satisfaction, Loyalty</em></strong></span></span></span></span></span><br /></span></span></p>

scholarly journals Non recursive model of consumer satisfaction and trust

2021 ◽  
pp. 949-958 ◽  
Author(s):  
Runggu Besmandala Napitupulu ◽  
Lilis Suriani Gultom ◽  
Lamminar Hutabarat ◽  
Sabar LT. Simatupang
Keyword(s):  
Customer Satisfaction ◽  
Latent Variable ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Mediating Effect ◽  
Likelihood Method ◽  
Recursive Model ◽  
Customer Trust

This study was designed to identify and analyze the effect of perceived value, differentiation, and emotional branding on customer satisfaction and trust; non-recursive influence between customer satisfaction and customer trust of the vivo smartphone in Medan. Respondents consist of adults who use vivo smartphones domiciled in Medan. The analysis technique uses a structural equation model with the robust maximum likelihood method. Data processing is assisted by Lisrel software and the results indicate in case the direct effect coefficient of the same latent variable is positive in the non-recursive and recursive models, the coefficient will be higher in the recursive model. Therefore, it is important for vivo smartphone management to verify first, whether the relationship between customer satisfaction and trust is reciprocal. In case it is one way, where satisfaction affects customer trust, then the strategy or program of increasing perceived value and differentiation directly at customer satisfaction is more optimal. Furthermore, it will have an impact on customer trust since the satisfaction mediating effect is higher than the customer trust mediating effect in the recursive model. The program of increasing consumer trust with emotional branding through customer satisfaction is good, since the mediation of satisfaction is significant in both non-recursive and recursive contexts.

Influence of Perceived Benefits and Risks on Consumers' Perceived Value in Online Shopping

2019 ◽  
Vol 8 (3) ◽  
pp. 12-36 ◽  
Author(s):  
Chandra Sekhar Patro
Keyword(s):  
Perceived Risk ◽  
Customer Value ◽  
Online Shopping ◽  
Perceived Value ◽  
Perceived Benefits ◽  
Design Strategies ◽  
Potential Risks ◽  
Buying Behaviour ◽  
Business Pattern ◽  
The Impact

Over the past years, the business-to-customer online shopping market has grown rapidly and changed the business pattern. In order to differentiate themselves from competition, marketers have adopted e-business to provide superior service that satisfies consumers and ultimately create consumers' perceived value. The benefits of e-shopping also come with potential risks that the consumers must be aware of. One of the biggest challenges of e-stores is attracting enough online customers to be profitable and survive. That is why a shift in buying behaviour and attitude of consumers toward e-shopping is a key to success of e-stores. The present study focuses on identifying the key factors influencing consumers' perceived benefits and risks while shopping online. Further, the study presents the impact of perceived benefits and perceived risk on perceived value of e-shoppers. The results of the study will be useful to the e-marketing organizations to understand the consumers' behaviour particularly, in the Indian context and design strategies to provide higher customer value.

scholarly journals “I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services

2021 ◽  
Vol 13 (11) ◽  
pp. 6013
Author(s):  
Carlos Correa ◽  
David Alarcón ◽  
Ignacio Cepeda
Keyword(s):  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Critical Factor ◽  
Customer Perceived Value ◽  
Perceived Satisfaction ◽  
Delivery Services ◽  
Consumer Habits ◽  
The Impact ◽  
Business To Business

Express parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing customer perceived value (CPV). This study aims to investigate the business-to-business (B2B) performance between companies and their main express parcel service provider. The main objective was to analyze the impact of CPV on both the intention to repurchase services and the intention to recommend such services in the business-to-business (B2B) express parcel delivery sector. This study develops a research model that is analyzed in the express parcel sector in Spain using the variance-based structural equation technique, partial least squares (PLS-SEM), for data analysis. The findings reveal that with express parcel services in the B2B sector, perceived value was positively associated with the customer’s perceived satisfaction and trust, which in turn enhances the intention to repurchase and stimulates advocacy. In a market as competitive as the express parcel market in the B2B environment, customer perceived value is a critical factor in ensuring company sustainability.

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