The Effect of Perceived Market Performance Indicator on Customer Value, Customer Satisfaction, and Switching Behavior in Payment Service Market

2018 ◽  
Vol 12 (4) ◽  
pp. 1-25
Author(s):  
Myungsik Lee
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Performance Indicator ◽  
Market Performance ◽  
Switching Behavior ◽  
Service Market

An intervariable approach to customer satisfaction and loyalty in the internet service market

2019 ◽  
Vol 29 (4) ◽  
pp. 772-798 ◽  
Author(s):  
Mamoun N. Akroush ◽  
Bushra K. Mahadin
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Perceived Value ◽  
Future Research ◽  
The Internet ◽  
Service Market ◽  
Internet Service ◽  
Confirmatory Factor Analyses ◽  
Content Type ◽  
Attitudinal Loyalty

Purpose The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives. Design/methodology/approach In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model. Findings CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path. Research limitations/implications Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined. Practical implications CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty. Originality/value Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

When Customer Satisfaction Isn't Good Enough

2011 ◽  
pp. 351-363 ◽  
Author(s):  
Moon-Koo Kim ◽  
Myeong-Cheol Park ◽  
Jong-Hyun Park
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Customer Behavior ◽  
Switching Behavior ◽  
Primary Determinant ◽  
Switching Barriers ◽  
Communications Services ◽  
The Relationship ◽  
A Company

In communications services, the continued competitiveness and growth of a company depends vitally on customer value. In Korea’s maturing mobile market currently also going through a period of transition, an intense competition is under way among carriers. As the market nears the point of saturation, carriers are focusing on winning over competitors’ subscribers, at the same time on retaining their existing customers. Understanding the factors that influence customers’ switching behavior, therefore, is crucial for Korean mobile carriers’ quest for successful customer strategies. Customer satisfaction is the widely acknowledged primary determinant of customer behavior. Even so, there are cases in which satisfied customers do not behave according to expectations. Some satisfied customers switch their suppliers, while others stay with their existing suppliers, even if they are dissatisfied with them. In sum, customer satisfaction does not appear to be the sole and the only determinant of customer behavior. This study is an attempt to explain the relationship between customer satisfaction and customer behavior using switching incentives and switching barriers. The role of switching incentives (subsidies toward handset replacement, attractiveness of alternative carriers, etc.) and switching barriers (burden of having to change numbers, burden of losing benefits provided by the current carrier) is investigated empirically using the results of a consumer survey.

The market performance indicator: a macro understanding of service provider switching

2015 ◽  
Vol 29 (4) ◽  
pp. 302-313 ◽  
Author(s):  
Steven D'Alessandro ◽  
Lester Johnson ◽  
David M. Gray ◽  
Leanne Carter
Keyword(s):  
Service Provider ◽  
Performance Indicator ◽  
Market Performance ◽  
Consumer Welfare ◽  
Threshold Level ◽  
Switching Behavior ◽  
Market Conditions ◽  
Policy Makers ◽  
Content Type ◽  
And Behavior

Purpose – The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching. Design/methodology/approach – The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior. Findings – The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and actual switching behavior, suggesting that there may well be important threshold level, upon which greater switching behavior occurs. Originality/value – The MPI provides marketers and policy-makers with benchmarks to compare the consumer welfare of different markets in different countries. Switching studies with MPI figures can be more easily generalized to different contexts.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

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

Supply chain practices and organizational performance

2017 ◽  
Vol 28 (1) ◽  
pp. 75-101 ◽  
Author(s):  
Shrikant Gorane ◽  
Ravi Kant
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Financial Performance ◽  
Organizational Performance ◽  
Customer Value ◽  
Structural Equation ◽  
Decision Makers ◽  
Current Status ◽  
Content Type ◽  
Manufacturing Organizations

Purpose The purpose of this paper is to empirically test a framework which identifies the relationships between various supply chain practices (SCPs) and organizational performance (operational performance (OP), customer satisfaction, and financial performance) in the context of Indian manufacturing organizations. Design/methodology/approach From the literature, ten SCPs are selected which finally influences the organizational performance. In order to understand the interactions between SCPs and organizational performance, this paper grouped the ten SCPs into four constructs namely: information and communication technology, supply chain (SC) integration, operational responsiveness, and closed loop green practices. Three levels of firm performance are also examined, including OP, customer satisfaction, and financial performance. The paper-based and web-based survey yielded 292 responses from the Indian manufacturing organizations. The data collected were put through rigorous statistical analysis to test for the content, construct, and criterion-related validity, as well as reliability analyses. Further a structural equation model was developed to test the relationships between SCPs and organizational performance. Findings The finding suggests that a successful SCPs implementation not only improves the OP, but also enhances customer satisfaction and financial performance. In addition, higher financial performance is also attributable to better customer value resulting from the achievement of better customer satisfaction. Research limitations/implications SCPs are complex constructs. While this study shows the effect of broadly accepted SCPs on organizational performance, not all possible practices are covered in this study. Again the study can be further extended to sector specific so that the results can be further refined. Practical implications This is one of the few studies which attempts to investigate whether there is any relationship exits between SCPs and organizational performance. The finding will help decision makers in the organization to know the importance of SCPs and how SCPs influence the organizational performance. Second, this study has developed and validated a multi-dimensional construct of SCPs, which can assist decision makers of Indian organizations to evaluate the competence of their current status of SCPs in the organization. Originality/value As per the knowledge of the authors, this is the first kind of study which empirically investigated the relationships between SCPs and organizational performance in the context of Indian manufacturing organizations.

VALUE CREATION AND CUSTOMER SATISFACTION OF QUICK SERVICE RESTAURANTS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 9 (1) ◽  
pp. 79-95
Author(s):  
Asikhia U. ◽  
◽  
Magaji N. ◽  
Fidelis N. ◽  
Adeniranye F. ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Value Creation ◽  
Customer Value ◽  
Customer Relationship ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Lagos State ◽  
Eating Out ◽  
Quick Service

The Quick Service Restaurant (QSR) industry is one of the key contributors to the Nigerian economy; providing substantial revenues to government and sizable employment opportunities at the processing and retailing levels. Previous studies in Nigeria investigated customer value from the customer’s perspective but rarely has research sought to achieve both QSRs’ owners/managers and customers’ perspectives in a single study. Despite the increasing popularity of “eating out,” Quick Service Restaurants in Nigeria have shown a negative growth rate, with decline in total income, as it has become increasingly difficult to satisfy modern restaurant customers who seek unique experiences that are more than just consuming food. Hence, this study investigated the effect of value creation on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. Cross-sectional survey research design was adopted. The population of the study was 799 owners/managers, accountants and customers of Quick Service Restaurants in Lagos State, Nigeria. A well-structured and validated questionnaire was used for data collection. Cronbach’s Alpha reliability coefficients for the constructs ranged from 0.72 to 0.92.The response rate was 75.8 percent. Data were analysed using descriptive and inferential statistics. Findings revealed that value creation dimensions had no significant effect on customer satisfaction (Adj. R2 = -0.011; F(6,296) = 0.450, p<0.05).The study concluded that value creation had no significant effect on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. The study recommends that owners / managers of Quick Service Restaurants (QSRs) in Lagos State, Nigeria should go beyond transactional operations and develop customer relationship management programmes in order to enhance customer satisfaction.

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