scholarly journals Loyalty of m-wallet user from a service-dominant logic perspective

2020 ◽  
Vol 13 (2) ◽  
pp. 245
Author(s):  
Nalal Muna ◽  
Mutia Rahmi Pratiwi ◽  
Barkah Alkhaliq
Keyword(s):  
Data Collection ◽  
Customer Loyalty ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Social Aspect ◽  
Service Dominant Logic ◽  
Dominant Logic ◽  
Customer Perceived Value ◽  
Financial Technology

<p>This study aimed<ins cite="mailto:Author" datetime="2020-10-25T10:56"> </ins>to examine the effect of customer perceived value on the loyalty of mobile wallet (m-wallet) users. Payment using mobile wallet offers several benefits for consumer in terms of functional, social, and economic value. Meanwhile, Service-Dominant Logic was<ins cite="mailto:Author" datetime="2020-10-25T10:56"> </ins>used to explain consumer’s experience in utilizing mobile wallet for payment. Furthermore, a quantitativeapproach with<ins cite="mailto:Author" datetime="2020-10-25T10:56"> </ins>questionnaire was used for data collection, and<ins cite="mailto:Author" datetime="2020-10-25T10:58"> </ins>a total of 325 users participated as the respondents. A purposivesampling technique was used to determine the sample criteria i.e. active m-wallet users with a minimum usage<ins cite="mailto:Author" datetime="2020-10-25T10:58"> </ins>of 1 year. The result showed that all the hypotheses are supported. This indicated that customer perceived value consist of functional, economic, and social value, which have positive and significant impact on satisfaction that leads to customer loyalty. Meanwhile, satisfactionis the most salient predictor of customer loyalty. Therefore, financial technology provider needs to pay more attention to customer perceived value, especially in terms of functional, economic and social aspect.</p>

scholarly journals Research on the Influencing Factors of Purchasing Intention of Brand Agricultural Products from the Perspective of Perceived Value

2020 ◽  
Vol 214 ◽  
pp. 01043
Author(s):  
Yao Wei ◽  
Yuxin Peng ◽  
Jiaying Chen
Keyword(s):  
Purchase Intention ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Agricultural Products ◽  
Five Dimensions ◽  
Positive Effects ◽  
Customer Perceived Value ◽  
Purchasing Intention ◽  
Five Dimension

According to the theory of customer perceived value and brand agricultural characteristics, this paper puts forward that customer perceived value of the brand agricultural products has a functional value, economic value, emotional value, social value and image value of five dimension. Through empirical analysis, it is proved that the existence of five dimensions of perceived value and the five dimensions have significant positive effects on the purchase intention of brand agricultural products, among them, the effect of social value is the largest. And product involvement has a moderating effect on perceived value and purchase intention. Finally, based on the above steps, this paper puts forward the ranking of consumers’ attention to the perceived value dimension, and accordingly provides more accurate marketing countermeasures for enterprises.

Customer Perceived Value of Frequent Flyer Programmes

2016 ◽  
pp. 30-52
Author(s):  
Zhibin Lin ◽  
Rose Quan ◽  
Marco Chi Keung Lau ◽  
Jie Ma
Keyword(s):  
Brand Loyalty ◽  
Positive Impact ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Three Dimensions ◽  
Customer Perceived Value ◽  
Frequent Flyer ◽  
Emotional Value ◽  
Practical Implications

This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.

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.

Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand

2020 ◽  
Vol 11 (3) ◽  
pp. 337-355
Author(s):  
Supawat Meeprom ◽  
Tongrawee Silanoi
Keyword(s):  
Economic Value ◽  
Perceived Value ◽  
Perceived Quality ◽  
Social Value ◽  
Exit Point ◽  
Content Type ◽  
Behavioural Intentions ◽  
Special Event ◽  
Emotional Value

PurposeThe aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.Design/methodology/approachA self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.FindingsThe study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.Research limitations/implicationsThere are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.Originality/valueThis is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

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.

Zooming-in value-in-use through basic individual values

2020 ◽  
Vol 19 (2) ◽  
pp. 97-125
Author(s):  
Paolo Stampacchia ◽  
Marco Tregua ◽  
Mariarosaria Coppola
Keyword(s):  
Social Psychology ◽  
Perceived Value ◽  
Service Dominant Logic ◽  
Individual Values ◽  
Dominant Logic ◽  
Value Propositions ◽  
Conceptual Paper ◽  
Micro Foundations ◽  
Set Value

To overcome the vagueness that Service-Dominant Logic (SDL) scholars have found in conceptualisations of value-in-use due to the existence of different denominations and perspectives, this conceptual paper analyses the SDL literature, finding both value-in-use proposed as a comprehensive denomination, and resources, institutions, and time proposed as its main elements.<br/> Focusing on individuals as beneficiaries of value-in-use, the paper infuses the theory of basic individual values from social psychology in SDL, leading to three propositions that stress the ways in which basic individual values affect individuals' perceptions of resources, institutions, and time. Therefore, basic individual values act as lenses through which beneficiaries perceive flows of resources, institutions, and the time during which use occurs, thereby clarifying why value-in-use is always uniquely and phenomenologically determined by the beneficiary.<br/> This conceptual paper proposes basic individual values as micro-foundations of value co-creation, reveals ways to define the perceived value of resources, and leads practitioners to set value propositions according to basic individual values.

scholarly journals Enhancing customer loyalty: critical switching cost factors

2016 ◽  
Vol 27 (2) ◽  
Author(s):  
Dahlia El-Manstrly
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Design Methodology ◽  
Switching Costs ◽  
Perceived Value ◽  
Service Industries ◽  
Moderator Effect ◽  
Customer Perceived Value ◽  
Moderator Effects ◽  
Practical Implications

Purpose This paper aims to simultaneously examine the moderator effects of switching costs, classified by type (relational, procedural and financial) and direction (positive and negative), on the relationships between customer-perceived value, trust and loyalty. Design/methodology/approach This study reports on quantitative data from a survey of two service contexts which vary in their degree of customer-employee contact and customization. Three hundred and sixty usable questionnaires were collected, and the data was analysed using multi-group structural equation modelling. Findings The results demonstrate that switching costs moderate, in different ways, the relationships between customer loyalty, trust and perceived value. Moreover, the strength of the moderator effects vary according to service type. Research limitations/implications This study provides new insight into understanding the moderating role of switching costs thus, reduces inconsistencies about the direction and the strength of the moderator effect of switching costs in loyalty frameworks. Practical implications This study helps managers choose the most effective loyalty strategy for specific service industries and perceptions of switching costs, and to look beyond their service boundaries in order to cross-fertilize strategies for handling switching costs. Originality/value No empirical study to date has simultaneously examined the moderator effect of switching costs classified by type and direction on the relationships between customer-perceived value, trust and customer loyalty across two different service contexts in a single framework.

scholarly journals IMPACT OF PERCEIVED VALUE ON CUSTOMER LOYALTY

2019 ◽  
Vol 15 (01) ◽  
Author(s):  
Shailesh Pandita ◽  
Sushil Kumar Mehta
Keyword(s):  
Customer Loyalty ◽  
Business Strategy ◽  
Perceived Value ◽  
Satisfaction Level ◽  
Business Survival ◽  
Customer Perceived Value ◽  
The Relationship ◽  
Potential Customers ◽  
Loyal Customers

Customers are considered to be the most important aspect of the business. Survival of the business in terms of the profitability and sustainability depends upon its customers. For the Long and profitable survival of the business it is important to create the value for the customer and to cater their needs. It is very important for the company to attract the potential customers and retain the existing ones because it is the customers who create the demand of the products or services in the market. It is very important for any business to create the value for its customers to increase their satisfaction level with respect to product and organization. Satisfied customers have a higher probability of repeat purchases and long term relationship with the business which ultimately creates the customer loyalty. In the current Competitive business scenario customer loyalty is considered one of the important intangible assets of the business for the formulation of any business strategy. In such environment loyal customers can provide a competitive advantage for any business for the long survival. The aim of this study is to find the relationship between Customer Perceived Value, communication and customer loyalty in rural retailing.

scholarly journals Pengaruh Customer Perceived Value, Customer Satisfaction, Dan Product Innovation Terhadap Customer Loyalty (Studi Kasus Rebranding All New Sour Sally)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Faranita Amelia Dan Keni
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Sampling Method ◽  
Perceived Value ◽  
Competitive Advantages ◽  
Independent Variables ◽  
Descriptive Research ◽  
Customer Perceived Value ◽  
Area Data

This study aims to determine the success of All New Sour Sally rebranding in attracting customer loyalty, which loyalty is seen as one of the important criteria for companies to gain their competitive advantages. The research carries out by taking three independent variables, consisting of customer perceived value, customer satisfaction, and product innovation. This is a descriptive research by using questionnaire which distributed to 167 respondents in Jakarta area. Data was collected by using non probability sampling method. Multiple regression analysis used for data analysis by using SPSS version 23. The findings of the study prove the previous research that each of the three independent variables have significant effect to influence customer loyalty.

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