Analyzing Determinants for Adoption of Intelligent Personal Assistant: An Empirical Study

With the accelerating advances in artificial intelligence (AI) technologies, the rising demand for the intelligent personal assistant is expected to rapidly increase in the following decades. As customer loyalty has become a critical element in gaining a competitive advantage and many marketers pay great attention to it, this research aims to explore the factors that directly affect customer loyalty toward the intelligent personal assistant. The main motivation is to investigate and identify the direct effects that variables such as customer innovativeness and perceived value have on customer loyalty. Additionally, both product knowledge and corporate image will be examined as moderators. The results obtained demonstrate that perceived value has a positive influence on customer loyalty. Furthermore, product knowledge moderates the influence of functional and hedonic innovativeness on customer satisfaction. The study’s main contributions provide a better understanding of customer loyalty. This research aims to be viewed as a specific guide to provide effective practices that companies should implement to help them reallocate resources appropriately and enhance customer value creation. The results indicate that the higher the level of customer perceived value, the better the customer loyalty will be. The findings represent that corporate image has a positive moderating effect on the influence of customer innovativeness on perceived value. This study draws on the outcomes of administrative suggestions and recommends a few observational strategies to improve the monetary administration in the intelligent personal assistant industry.

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Mobile communications: a comprehensive hierarchical modelling approach

Asia Pacific Journal of Marketing and Logistics ◽

10.1108/apjml-04-2013-0040 ◽

2014 ◽

Vol 26 (1) ◽

pp. 114-146 ◽

Cited By ~ 28

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.

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Superior Customer Value and Network size in Markets Characterized by Network effects

E-Business Models, Services and Communications ◽

10.4018/978-1-59904-831-4.ch004 ◽

2011 ◽

pp. 84-97 ◽

Cited By ~ 1

Author(s):

Fan-Chen Tseng ◽

Ching-I Teng ◽

David Chiang

Keyword(s):

Customer Value ◽

Network Effects ◽

Perceived Value ◽

Network Size ◽

Network Effect ◽

Customer Perceived Value ◽

Business Practitioners ◽

Winner Take All ◽

Number Of Customers ◽

The Relationship

Network effect indicates that the value of connecting to a network is positively associated with the current number of customers connected to that network. Network effect strengthens the strong firms, weakens the weak firms, and may lead to a winner-take-all market. Thus, managing customer perceived value is crucial in markets with network effects. This article models customer perceived value, presents ways to improve the value, and discusses the relationship between customer perceived value and network size. Implications for e-business practitioners are discussed.

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E-Customer Loyalty

Encyclopedia of E-Commerce, E-Government, and Mobile Commerce ◽

10.4018/978-1-59140-799-7.ch055 ◽

2011 ◽

pp. 334-339

Author(s):

Alvin Y.C. Yeo ◽

Michael K.M. Chiam

Keyword(s):

Customer Loyalty ◽

Perceived Value ◽

Primary Objective ◽

Corporate Image ◽

Retention Rates ◽

Relative Importance ◽

Management Tools ◽

Business To Consumer ◽

Customer Trust ◽

The Impact

Increasingly, businesses are beginning to understand the profit potential of loyal customers (Oliver, 1999). Marketers endowed with such consumers can expect repeat patronage to remain high until competitors can find a way to: (1) close the gap in attitude among brands, (2) increase the differentiation of their own brand, or (3) encourage spurious loyalty from consumers (Dick & Basu, 1994). Loyalty leads to higher retention. According to one study, a 5% increase in customer retention rates increases profits by 25% to 95% (Reicheld & Schefter, 2000). It is thus heartening to note that “one of the most exciting and successful uses of [the Internet] … may be the Internet’s role in building customer loyalty and maximizing sales to your existing customers” (Griffin, 1996, p. 50). Given its relative importance in cyberspace, it is surprising that relatively little has been done in conceptualizing and validating e-loyalty models (Luarn & Lin, 2003). Parasuraman and Grewal (2000) argue for more research pertaining to the influence of technology on customer responses, such as perceived value and customer loyalty. Besides customer trust, our study also incorporates two constructs—corporate image and perceived value—that have been poorly explored in online environments despite their recognized importance in off-line contexts. Consequently, a primary objective of this article is to discuss the impact of three constructs (i.e., customer trust, corporate image, and perceived value) on e-loyalty in a business-to-consumer (B2C) e-commerce context. In doing so, our model is expected to offer useful suggestions on how to manage customer trust, corporate image, and perceived value as online loyalty management tools. This article is generally divided into three sections. The first section will discuss the constructs of interest and clarify what they mean. In the second section, we will propose hypotheses explaining these relationships. And in the final section, we introduce actionable strategies for online loyalty management based on the proposed framework.

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

The TQM Journal ◽

10.1108/tqm-05-2019-0150 ◽

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.

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Enhancing customer loyalty: critical switching cost factors

Journal of Service Management ◽

10.1108/josm-09-2015-0291 ◽

2016 ◽

Vol 27 (2) ◽

Cited By ~ 23

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.

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IMPACT OF PERCEIVED VALUE ON CUSTOMER LOYALTY

Management Insight - The Journal of Incisive Analysers ◽

10.21844/mijia.15.1.9 ◽

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.

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PENGARUH CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY SEBAGAI STRATEGI MENUJU BISNIS BERKELANJUTAN PADA FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS TRISAKTI

PENELITIAN DAN KARYA ILMIAH ◽

10.25105/pdk.v1i2.1454 ◽

2017 ◽

Vol 1 (2) ◽

Author(s):

Eko Retno Indriyani

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Structural Equation ◽

Service Sector ◽

Positive Influence ◽

Service Value ◽

Relationship Value ◽

Significant Positive Influence

Customer value is important factors that influence sustainable businses both real sector and service sector. This research ia aimed to examine and analysis the relationship among customer value, customer satisfaction and customer loyalty. This stydi was conducted at Economic and Business Facutlty of Trisakti University which took 180 student as respondents. Using Structural Equation Model, the result shows dimension service value and relationship value of customer value have significant positive influence to customer satisfaction, while dimension core value product of customer value has no significant influence to customer satisfaction. Customer Satisfacation has positive significant influence to Customer Loyalty, only dimension core of value of customer value has significant positive influence to Customer Loyalty while dimension of service value and relationship value have no significant positive influence to customer loyalty.

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

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v3i1.4927 ◽

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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The Role of Mediating Islamic Personality and Value Satisfaction on the Effect of Relationship Marketing on Customer Loyalty

Journal of Digital Marketing and Halal Industry ◽

10.21580/jdmhi.2020.2.2.6156 ◽

2020 ◽

Vol 2 (2) ◽

pp. 107

Author(s):

Bambang Widarno

Keyword(s):

Literature Review ◽

Relationship Marketing ◽

Customer Loyalty ◽

Consumer Satisfaction ◽

Customer Value ◽

Perceived Value ◽

Mediating Effect ◽

Consumer Loyalty ◽

Marketing Effectiveness

The study of consumer loyalty to a product is an essential topic for academics and practice. There is not much empirical research on the effect of marketing on allegiance, based on the literature review; it has produced propositions that determine consumer loyalty in a product that is influenced by marketing effectiveness. This study uses a qualitative approach to using literature studies. Based on a literature review, it produces propositions that determine consumer loyalty in a product that is influenced by marketing effectiveness. Besides, there is a mediating effect of Islamic personality and consumer perceived value satisfaction. This study also links value satisfaction and customer value loyalty. Islamic personality is a mediating variable. This study also discusses the combination of perceived value and consumer satisfaction into value satisfaction.

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