scholarly journals Research on the Relationship Between Service Guarantee Perception and Customer Value in the Chinese Context

2022 ◽  
Vol 12 ◽  
Author(s):  
Huang-he Yu ◽  
Shu-kuan Zhao ◽  
Mao-Chou Hsu
Keyword(s):  
Perceived Risk ◽  
Customer Value ◽  
Statistical Characteristics ◽  
Management Tool ◽  
Proper Function ◽  
Chinese Consumers ◽  
Chinese Context ◽  
Service Guarantee ◽  
Education Levels ◽  
Structural Assurance

As an excellent management tool, service guarantee can improve the competitive advantage of enterprises and allow consumers to obtain high-quality products and services. However, in the current Chinese context, this tool has not played its proper function. One important reason is the perception deviation of Chinese consumers. This research analyzes the main reasons for this deviation, puts forward related hypotheses and research models, and discusses the influence of disposition to trust of contract, perceived structural assurance (PSA), and subjective norm on service guarantee perception (SGP). Also, this study discusses SGP of customers through perceived risk and quality. Through the verification of 574 sample data, the main conclusions are as follows: (1) Disposition to trust of contract, subjective norms, and PSA significantly affect SGP positively; (2) SGP positively affects customer value (CUV); and (3) SGP s are obviously different between people of different ages, education levels, and income levels. Hopefully, these conclusions can have the following enlightenment to enterprises serving Chinese consumers: (1) in the designing stage of service guarantee, perception of customers of this guarantee should be a consideration; (2) CUV can be a proper direction if an enterprise wish to lead the guarantee perception of the customer; (3) Not all products need the same level of service guarantee; and (4)The proper service guarantee level depends on various statistical characteristics of target customers of the service.

The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia

2021 ◽  
Vol 12 (4) ◽  
pp. 1618-1630
Author(s):  
Surachman Surjaatmadja, Et. al.
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Technology Use ◽  
Perceived Risk ◽  
Customer Value ◽  
Customer Experience ◽  
Structural Relationship ◽  
Service Development ◽  
Functional Quality ◽  
Number Of Customers

Investigation on the structural relationship of  information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction  during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to  customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used  contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction.  In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction  when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development. 

Lifestyles and Mobile Services Adoption in China

2014 ◽  
Vol 10 (3) ◽  
pp. 36-53 ◽  
Author(s):  
Shang Gao ◽  
John Krogstie ◽  
Zhihao Chen ◽  
Wenyan Zhou
Keyword(s):  
Mobile Devices ◽  
Mobile Services ◽  
Two Dimensions ◽  
Central China ◽  
Potential Importance ◽  
Wireless Technology ◽  
Chinese Consumers ◽  
Chinese Context ◽  
The Relationship ◽  
Quality Awareness

Along with the popularity of mobile devices and advances in wireless technology, mobile services have become more and more prevalent. To the best of knowledge, despite the potential importance of lifestyle, little research has been performed on the effect of various lifestyle factors on mobile services diffusion, particularly in the Chinese context. This study examines the relationship between the lifestyles of Chinese consumers and the adoption of mobile services. Based on a sample of 313 respondents from the biggest city in central China, one can show that consumers with different lifestyles have different preferences related to a number of the identified mobile services. Furthermore, Chinese consumers are clustered into four lifestyle segments by two dimensions: the quality-awareness fashionable dimension and the economical dimension. The findings demonstrate that the quality-awareness fashionable dimension has stronger impact than the economical dimension toward the adoption of all the five types of mobile services.

Cause Related Marketing and Customer Value: The Role of Service Quality and Perceived Risk as Mediators

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Shelleka Gupta ◽  
Alka Sharma ◽  
Aubid Hussain Parrey
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Direct Effect ◽  
Perceived Risk ◽  
Customer Value ◽  
Research Study ◽  
Cause Related Marketing ◽  
Relationship Of ◽  
The Relationship

The present research paper is an attempt to understand the role of mediating variables in the relationship of cause related marketing and customer Value. Based on the literature review, the role of service quality and perceived risk as mediators has been analysed in depth. The data for the study has been collected from mobile subscribers of the select telecom companies that were running cause campaigns. The results of the research showed higher total effect than direct effect, which signalled the role of mediators in the relationship of cause related marketing and customer value. Furthermore it is evident from the analysis that service quality has a direct and significant impact on the relationship of Cause related marketing and customer value, as compared to the perceived risk. This research study emphasizes the role of Cause Related Marketing in enhancing customer value via service quality.

scholarly journals ADVERTISING EFFECTIVENESS OF TELEVISED MESSAGES USING APPEALS: A CASE-STUDY IN THE CHINESE CONTEXT

2013 ◽  
Vol 01 (02) ◽  
pp. 01-10
Author(s):  
Jamil Mulani ◽  
Snober Javed ◽  
Sajal Kabiraj
Keyword(s):  
Positive Impact ◽  
Life Stage ◽  
Persuasive Communication ◽  
Specific Situation ◽  
Chinese Consumers ◽  
Chinese Context ◽  
Mixed Response ◽  
Loyal Customer ◽  
Emotional Appeals ◽  
Television Advertisements

Brand managers seeking for a loyal customer base need to build an emotional connection between the brand and consumers (Brady et al., 2004) particularly in a marketplace defined by heightened competition and commoditization. To the extent that advertising plays a key role in forging these bonds, there is a growing recognition that advertisers have an incomplete understanding of what it means when an emotional component is incorporated into their persuasive communication message. The present study tries to find out the preference of Chinese consumers for an emotional or rational appeal used in Television advertisements. The findings of the study emphatically proved that emotional appeals used in Television advertisements were preferred more and had a positive impact for respondent with different demographic and psychographics profiles. This was more profound among female respondents from lower age group and among respondents having achievement as their highest priority need. However, a mixed response was found for Television advertisements dominated with emotional appeals when a cross comparison was made across demographic and psychographics profile along with product life stage. In some case emotional appeal was preferred over rational appeal while rational appeal was preferred by respondents under some specific situation proving the fact that impact of appeal is situation specific. The present study hopes to provide direction to the advertising agencies in the matter of developing an appropriate ad message. This study in the Chinese context also aims to provide a cue for a proper mix of appeals in designing effective advertising messages.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP PERSEPSI NILAI NASABAH YANG DIMEDIASI OLEH PERSEPSI RISIKO STUDI PADA NASABAH LPD PERERENAN KABUPATEN BADUNG

2018 ◽  
Vol 7 (5) ◽  
pp. 2652
Author(s):  
Ida bagus Surya Wijaya ◽  
Kastawan Mandala
Keyword(s):  
Quality Of Service ◽  
Risk Perception ◽  
Service Quality ◽  
Perceived Risk ◽  
Risk Perceptions ◽  
Customer Value ◽  
Added Value ◽  
Perceptions Of Risk ◽  
Analysis Technique

The risks faced by customers when using the services of LPD, with attention to and maintain the quality of the company provided to customers will be added value to the LPD. The purpose of this study to determine the effect of service quality on the perception of customer value mediated by risk perception. This research was conducted at LPD Pererenan Kabupaten Badung. The sample used is 100 customers. The technique of this research is purposive sampling and analysis technique used is path analysis technique. Quality of service has a positive and significant impact on the perception of value. Perceptions of risk have a negative and significant impact on the perception of value, which means that when perceived risk perceptions of customers when using LPD services are high, the perception of customer value on LPD is low. Service quality has a negative and significant impact on risk perception. Perceptions of risk mediate the effect of service quality on the perception of customer value positively and significantly, it proves when the quality of service and perception of customer value is high then customer risk perceptions aat using LPD services low. A good LPD business should be able to maintain the quality of service provided to its customers, in terms of service. LPDs should be able to prioritize the interests of LPD customers in financial services LPD, able to establish good service quality and perception of good customer value.   Keywords: service quality, customer perception, risk perception

A Business Model Derived From the Chinese Context

2012 ◽  
Vol 3 (3) ◽  
pp. 19-26
Author(s):  
Zhang Yaohui ◽  
Luo Lei ◽  
Xie Xuyang
Keyword(s):  
Business Model ◽  
Customer Value ◽  
Business Models ◽  
Business Success ◽  
Business Logic ◽  
Chinese Market ◽  
Chinese Context ◽  
Successful Case ◽  
The World ◽  
Different Parts

The business success of “Brain Platinum” is a success of a business model based on thorough analysis of the Chinese context. Underlying its advertisements is a well designed business logic which embodies keen understanding of the Chinese situation and creation of customer value. Although there are numerous business models effective in different parts of the world, not every one could be made to work in China: only those that comply with the Chinese situation can grow and prosper in the soil of the Chinese market economy. The business model of the famous health product “Brain Platinum” is such a successful case.

Radiation Oncologists' Perceptions of Adopting an AI-Assisted Contouring Technology (Preprint)

2021 ◽  
Author(s):  
Huiwen Zhai ◽  
Xin Yang ◽  
Jiaolong Xue ◽  
Christopher Lavender ◽  
Tiantian Ye ◽  
...  
Keyword(s):  
Technology Acceptance ◽  
Health Care Professionals ◽  
Behavioral Intention ◽  
Perceived Risk ◽  
Structural Equation ◽  
Equation Modeling ◽  
Chinese Context ◽  
Utaut Model ◽  
Radiation Oncologists ◽  
Facilitating Conditions

BACKGROUND The AI assisted contouring system benefits radiation oncologists in terms of saving time and improving treatment accuracy. There is much hope and fear around such technologies, and it is the fear which can emanate as resistance for health care professionals, leading to the failure of AI projects. OBJECTIVE The objective of this research was to develop and test a model investigating the factors that drive radiation oncologists’ acceptance of the AI contouring technology in the Chinese context. METHODS A model of AI assisted contouring technology acceptance based on the UTAUT model adding variables of perceived risk and resistance was proposed in this study. The model included eight constructs with 29 questionnaire items and 307 respondents completed the questionnaires. Structural equation modeling (SEM) was conducted to evaluate item the model's path effects, significance and fitness. RESULTS The overall fitness indices for the model were evaluated showing the hypothesized model has a good fit to the data. Behavioral intention was significantly affected by performance expectancy (beta=.155; P=.014), social influence (beta=.365; P<.001), and facilitating conditions (beta=.459; P<.001). Effort expectancy (beta=.055; P=.450), perceived risk (beta=.-048; P=.348), and resistance bias (beta=–.020; P=.634) did not significantly affect behavioral intention. CONCLUSIONS The physicians' overall perception of the AI assist technology for radiation contouring were high. Technology resistance among Chinese radiation oncologists was low and not related to behavioral intention. Not all of the factors in Venkatesh's UTAUT model apply to physicians' AI technology adoption in the Chinese context.

scholarly journals Dimensions of Customer Value for the Development of Digital Customization in the Clothing Industry

2020 ◽  
Vol 12 (11) ◽  
pp. 4639 ◽  
Author(s):  
Wen-Jie Yan ◽  
Shang-Chia Chiou
Keyword(s):  
Digital Technology ◽  
Customer Value ◽  
Rapid Development ◽  
Consumer Experience ◽  
Chinese Consumers ◽  
Aesthetic Value ◽  
The Sustainable Development ◽  
Four Dimensions ◽  
Second Stage ◽  
Two Phases

Triggered by the rapid development of digital technology, Chinese clothing manufacturers have begun to provide digital customization for clothing. The digital transformation of clothing customization provides new opportunities to meet customers’ personalized needs and optimize production resources, and facilitates the sustainable development of the clothing customization industry. This study constructed dimensions of customer value in clothing customization, based on the development of the industry under digital technology. The research was divided into two phases: the first phase involved establishing customer value indicators through expert interviews, questionnaire design, and statistical analyses in SPSS; and the second stage involved the expert group conducting a consumer experience evaluation of a digital customization platform. Thirty customer value indicators were extracted and four dimensions were established: authenticity value, social value, aesthetic value, and utility value. The results of the study show that the value demands of Chinese consumers for apparel customization have shifted to perceptible authenticity values (service, experience, content). The four customer value dimensions proposed by this research can be used to evaluate customer value in digital customization consumption models.

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