scholarly journals Kerangka Konseptual Kualitas Layanan Elektronik Dan Perilaku Konsumen Melalui Customer Perceived Value

2021 ◽  
Vol 5 (2) ◽  
pp. 963-970
Author(s):  
Dhita Dhora Damayanti
Keyword(s):  
Perceived Value ◽  
Customer Perceived Value

Tujuan: Industri jasa penting untuk menentukan desain layanan baik secara konvensional maupun elektronik yang berkualitas. Pada masa pandemi seperti saat ini, penyedia jasa layanan yang tidak bisa melayani secara tatap muka perlu mempertimbangkan untuk meningkatkan kualitas layanan elektroniknya untuk tetap bisa menciptakan kepuasan pada pelanggannya. Tujuan dari artikel ini adalah untuk memberikan kerangka konseptual terkait kualitas layanan elektronik pada bidang jasa yang dimediasi oleh Customer perceived value. Metode: Metode yang digunakan dalam artikel ini adalah dengan literatur riview dimana meninjau artikel-artikel yang berkaitan dengan kualitas layanan elektronik yang diterbitkan di emerald.com terutama di dalam bidang jasa.  Hasil: Dari hasil tinjauan literartur ditemukan bahwa selain mempengaruhi kepuasan pelanggan baik secara langsung maupun melalui customer perceived value, kualitas layanan elektronik juga bisa mempengaruhi hal-hal lain bagi penyedia jasa. Jika kepuasan berorientasi pada pelanggan, maka pengauruh kualitas layanan elektronik bisa mempengaruhi perusahaan dalam hal citra perusahaan yang baik dan WoM Kontribusi: Artikel ini diharapkan mampu memberikan konsep baru terkait penelitian tentang kualitas layanan elektronik. Mengingat saat ini adalah era pandemic penyedia jasa layanan bisa focus mendesain layanan elektronik mereka untuk meningkatkan kepuasan dan perilaku konsumennya yang bisa berpengaruh baik pada perusahaan dalam jangka pendek maupun jangka panjang,

A decision making model based on fuzzy inference to predict the impact of SCOR® indicators on customer perceived value

2020 ◽  
Vol 223 ◽  
pp. 107520
Author(s):  
Lucas Gabriel Zanon ◽  
Rafael Ferro Munhoz Arantes ◽  
Lucas Daniel Del Rosso Calache ◽  
Luiz Cesar Ribeiro Carpinetti
Keyword(s):  
Decision Making ◽  
Fuzzy Inference ◽  
Perceived Value ◽  
Model Based ◽  
Customer Perceived Value ◽  
Decision Making Model ◽  
The Impact

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.

scholarly journals The Effect of Customer Perceived Value and E-Service Recovery One-Loyalty with E-Satisfaction and E-Trust as Intervening Variables on E-Commerce Shopee Indonesia Customers in Medan City

2021 ◽  
Vol 8 (11) ◽  
pp. 246-258
Author(s):  
Dewi Kartika ◽  
Amrin Fauzi ◽  
Arlina Nurbaity Lubis
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Service Recovery ◽  
Perceived Value ◽  
The Internet ◽  
Customer Perceived Value ◽  
The World ◽  
Information And Communication ◽  
The Relationship ◽  
Intervening Variables

The rapid development of information and communication technology is currently having an impact on changes in various fields, one of which is changes in people's lifestyles, including consumption in society. The development of information and communication technology has resulted in easier access for people in the world to access the internet and use it to buying and selling transactions online via the internet. The report Global Web Index notes that Indonesia has a high level of users e-commerce highest in the world and as many as 96% of internet users looking for a product or service to make purchases online. This has resulted in the development of e-commerce in Indonesia and throughout the world which is increasing as a consequence of which the competition is getting harder service providers are e-commerce required to provide the best service in order to increase customer satisfaction and trust so that customers will be loyal to using these services. This can be achieved by paying attention to customer value and corrective actions in an effort to restore service to customers. The purpose of this study was to analyze the effect of customer perceived value and e-service recovery on e-loyalty with e-satisfaction and e-trust as intervening variables. This study uses a quantitative approach by distributing questionnaires to ecommerce Shopee Indonesia customers in Medan City with a total sample of 328 respondents. The sampling technique in this study used non-probability sampling. Data analysis was carried out through SEM-PLS using the SmartPLS program. The results of this study indicate that customer perceived value has a significant effect on e-satisfaction and also e-loyalty. However, customer perceived value has no significant effect on e-trust. The variable e-service recovery directly has a significant effect on e-satisfaction, e-trust, and e-loyalty. E-satisfaction and e-trust cannot mediate the relationship between customer perceived value and e-loyalty, but they are able to mediate the relationship between e-service recovery and e-loyalty. Keywords: Customer perceived value, E-Service Recovery, E-Satisfaction, ETrust, E-Loyalty.

scholarly journals Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Average Temperature ◽  
Environment Quality ◽  
Customer Perceived Value ◽  
Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

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