scholarly journals Importance of Customer Perceived Value in Restaurant Businesses: Influence of Brand Experience on Brand Strength and Electronic Word of Mouth

2021 ◽  
Vol 23 (1) ◽  
Author(s):  
Hafiz Ihsan Ur Rehman ◽  
Urva Zainab Zainab ◽  
Hafiz Kashif Iqbal ◽  
Muhammad Amir
Keyword(s):  
Customer Value ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Equation Modeling ◽  
Brand Experience ◽  
Electronic Word Of Mouth ◽  
Brand Strength ◽  
Customer Perceived Value ◽  
The Relationship

The purpose of this paper is to empirically examine the relationship between brand experience, brand strength, and electronic word of mouth along with mediating role of perceived brand value. A total of 308 responses were generated, using an electronic questionnaire. The data was deductively analyzed using reliability, validity, confirmatory factor analysis (CFA), and structural equation modeling (SEM). The results of this study indicate that brand experiences positively influence brand strength and electronic word of mouth. Moreover, the results revealed the partial mediation of customer perceived value in the relationship of brand experience and brand strength and also in the relationship between brand experience and electronic word of mouth. This study explains how restaurants can create electronic word of mouth and increased brand strength through memorable experiences. This study provides insight beyond marketing mix elements, and ad theatrical elements which provide evidence for positive customer value perception increased brand strength, and widely generated word of mouth. The theatrical elements of serving food studied in this research have not been studied before in the context of Pakistani restaurants. Therefore, this study bridges the gap between previous studies.

Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anabela Maria Bello de Figueiredo Marcos ◽  
Arnaldo Fernandes de Matos Coelho
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Structural Equation ◽  
Direct Relationship ◽  
Word Of Mouth ◽  
Insurance Industry ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

PurposeThe objective of this paper is to understand the relationships between service quality, perceived value and satisfaction because several studies endeavored to model these linkages. It is important to test these relationships with loyalty and word-of-mouth (WOM). Thus, it is important to test these relationships in the insurance sector since the relationship between these variables and WOM has not been studied in insurance.Design/methodology/approachThis investigation proposes a theoretical model tested using structural equation modeling (SEM). A questionnaire survey was developed to explore the relationships among service quality, perceived value, satisfaction, loyalty and WOM. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders.FindingsThe results revealed that service quality has a direct relationship with perceived value and satisfaction. In turn, perceived value has a direct relationship with satisfaction. Perceived value and satisfaction influence loyalty and WOM. Finally, loyalty influences WOM.Originality/valueThis investigation examines the mediating role of perceived value and satisfaction in the relationship between service quality (facility and interactive) and loyalty and WOM in the insurance industry. It fills a gap in the literature by exploring the variables that lead to positive WOM in the insurance industry; the authors do not know any study that links these variables with WOM. Also, the relationship between loyalty and WOM has been poorly studied, although it is well known that in services, loyal customers speak well of the companies. Thus, the authors try to fill this gap in the academic literature by analyzing these relationships.

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

scholarly journals CUSTOMER PERCEIVED VALUE IN CREATING CUSTOMER SATISFACTION AND REVISIT INTENTION IN SHARIA HOTEL

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Fitranty Adirestuty
Keyword(s):  
Customer Satisfaction ◽  
Random Sampling ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Systematic Random Sampling ◽  
Customer Perceived Value ◽  
Revisit Intention ◽  
The Relationship

The purpose of this study was to identify the relationship between Islamic servicequality, Muslim Customer Perceived Value (MCPV), customer satisfaction, and revisitintention on sharia hotels in Bandung. A systematic random sampling was used todraw sample of 255 customers. The hotel includes Orange Home Sharia, ShariaNarapati Hotel, Cottage Daarul Jannah, Daarul Mutmainah, and MQ Guest House.This research used Structural Equation Modeling to measure the variables of servicequality (Gayatri, 2013) and Muslims Customer Perceived Value (MCPV) (Eid andGohary, 2015) to measure the perceived value variables. Eleven hypotheses weredeveloped and tested using a sample of 255 Muslim tourists. Exploratory andconfirmatory factor analysis was used to test the validity of the measures, while thestructural equation modeling in hypotheses testing. The strength of the relationshipbetween the constructs indicates that features of the suggested MCPV model are crucialto achieving Muslim customer retention in the tourism industry. Findings also suggestthat the availability of the suggested Islamic attributes value, along with conventionalvalue dimensions, could satisfy Muslim tourists when they buy a tourism package.

The role of customer experience in the perceived value–word-of-mouth relationship

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Volker G. Kuppelwieser ◽  
Philipp Klaus ◽  
Aikaterini Manthiou ◽  
Linda D. Hollebeek
Keyword(s):  
Consumer Behavior ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Customer Experience ◽  
Equation Modeling ◽  
Content Type ◽  
Behavior Outcomes ◽  
The Relationship

Purpose The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM behavior arising from CX and whether CX acts as a core mediator (vs a moderator) in the association of CPV and subsequent consumer-behavior outcomes. Design/methodology/approach By conducting two studies spanning a broad range of services, this paper explores the relationship between CPV, CX, and WoM behavior through structural equation modeling. Findings The findings are that CX plays a crucial role in the CPV–WoM relationship, thereby confirming the existence of a direct link between CPV (social/hedonic/utilitarian value), CX and WoM. The results also highlight CX’s mediating role in the relationship between social and utilitarian (but not hedonic) values. Moreover, the results reveal that the EXQ scale, measuring CX, comprises distinct experiences perceived by high and low CX-based customer segments, respectively. Practical implications CPV (utilitarian, hedonic, social) not only affects consumers’ behavioral intentions but also, more importantly, their WoM behavior. Therefore, managers need to consider all three values. Moreover, managers should shift their focus from social value perceptions to CX. The results suggest that managers need to devote additional resources to the development of a suitable CX, which will help mitigate consumers’ online and/or offline brand-related WoM. This study indicates the context in which managers must emphasize the construct that produces positive outcomes. Originality/value By identifying a direct relationship between CPV, CX and the ensuing consumer-behavior outcomes, the study offers important theoretical insight into CX’s nomological network.

scholarly journals Self-presentation via electronic word of mouth – a reflective or impulsive activity?

2019 ◽  
Vol 13 (3) ◽  
pp. 331-350 ◽  
Author(s):  
Anders H. Wien
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Effective Sample Size ◽  
Electronic Word Of Mouth ◽  
Self Monitoring ◽  
Self Presentation ◽  
Content Type ◽  
The Relationship

Purpose Previous research suggests that self-presentation causes people to have a reflective tendency to produce electronic word-of-mouth (eWOM). Drawing on the theory of the reflective-impulsive model (RIM), this paper aims to examine whether self-presentation also could motivate an impulsive tendency to produce eWOM. Self-monitoring is suggested as a possible moderator in the relationship between self-presentation and impulsive eWOM production. Design/methodology/approach Data were collected based on an online survey of members from a consumer panel. The effective sample size was 574 respondents. Structural equation modeling (SEM) was used to analyze the data. Findings The findings show that self-presentation may drive both impulsive and reflective eWOM tendencies; however, that the relationship between self-presentation and impulsive eWOM tendency is contingent on high levels of self-monitoring. Originality/value By including self-monitoring as a moderator, this study is the first to show a relationship between self-presentation and impulsive eWOM production. Moreover, the findings show that both impulsive and reflective eWOM tendencies are associated with an enhanced tendency to produce eWOM, thereby demonstrating the usefulness of the RIM theory in understanding eWOM behavior. Overall, the findings shed light on how companies may stimulate eWOM production, and consequently provide insight into creating more effective eWOM campaigns.

scholarly journals Does Gender Moderate the Relationship among Festival Attendees’ Motivation, Perceived Value, Visitor Satisfaction, and Electronic Word-of-Mouth?

Information ◽  
2020 ◽  
Vol 11 (9) ◽  
pp. 412
Author(s):  
Jeongyeon (Jennie) Ahn ◽  
Eun-Kyong (Cindy) Choi ◽  
Hyun-Woo Joung
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Visitor Satisfaction ◽  
Negative Publicity ◽  
Marketing Tool ◽  
And Control

Festivals are experiential products heavily depending on the recommendations of previous visitors. With the power of social media growing, understanding the antecedents of positive electronic word-of-mouth (eWOM) intentions of festival attendees is immensely beneficial for festival organizers to better promote their festivals and control negative publicity. However, there is still limited research regarding eWOM intentions in the festival context. Thus, this study aims to fill such a gap by investigating the relationships among festival attendees’ enjoyment seeking motivation, perceived value, visitor satisfaction, and eWOM intention in a local festival setting. Additionally, the moderating role of gender was tested as it is one of the most important demographic variables to show individual differences in behavioral intentions. The results of structural equation modeling showed a positive effect of enjoyment seeking motivation on perceived value, visitor satisfaction, and eWOM intention. Moreover, gender differences in eWOM intention and a full mediating effect of visitor satisfaction between perceived value and eWOM intention for female respondents were revealed. The findings of this study extend the existing festival literature and provide insights for strategically organizing and promoting festivals to generate more positive eWOM which can be utilized as an effective marketing tool and a feedback channel.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals The relationship between online sale and customer value co-creation: The mediating role of e-satisfaction and e-trust

2021 ◽  
pp. 97-106 ◽  
Author(s):  
Tariq Khairo Issa Al Daabseh ◽  
Ahmad Aljarah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Online Transactions ◽  
Mediating Role ◽  
Online Purchases ◽  
Online Sales ◽  
The Relationship

The aim of this research is to identify the relationship between online sale and customer value co-creation. In addition, to identify the mediating role of E-Satisfaction and E-Trust in the relationship between the online sale and customer value co-creation. This study selected a sample of 364 customers who shopped from the Modanisa website in Jordan, and a structural equation modeling (SEM) approach was applied in this study to suit the nature of the study and to achieve the desired goals. This approach is based on showing the variables' relationship with each other. In this study, the relationship between online sale and customer value co-creation was influenced by E-trust and E-satisfaction. As per the results have indicated the foregoing, the analysis exhibited a favorable relation between them. E-trust impacts online sale and customer value relationship CO-creation, E-satisfaction affects the connection between the customer and online sales value. In addition, this study proves that online transactions contribute to the CO-creation of customer value for Modanisa. The customer value of CO-creation is, however, influenced by online purchases by E-trust and E-satisfaction in the Modanisa site. The findings of the study show that consumers with the higher online sale are far more committed to rising customer value by enhancing E-trust and E-satisfaction.

The Moderating Effect of the Status of Using a Product on the Relationship Between Brand Experience and Word of Mouth Recommendations

2021 ◽  
Vol 9 (2) ◽  
pp. 41-59
Author(s):  
Ngatno Ngatno ◽  
Endang P Apriatni
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Strong Relationship ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Brand Experience ◽  
User Group ◽  
The Status ◽  
The Relationship ◽  
Brand Satisfaction

The purpose of this study was to examine the moderating effect of the status of using the product on the relationship between brand experience, satisfaction, loyalty and brand recommendation. Structural equation modeling (SEM) with multi groups was used for data analysis. The results of this study indicate that there is a strong relationship between brand experience, satisfaction, loyalty and brand recommendation. The effect of brand experience and brand satisfaction on WOM recommendations was higher in the new user group than in the established user group. While the effect of brand loyalty on WOM recommendations was higher for established users than for new users. The effect of brand experience on brand satisfaction was greater for established users than for new users. While the effect of brand experience on brand loyalty was greater in the new-user group, it was not significant. Finally, the effect of brand satisfaction on brand loyalty was greater for established users than for new users.

Sign in / Sign up

Export Citation Format

Share Document