Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

2020 ◽  
Vol 11 (1) ◽  
pp. 5-5
Author(s):  
Aprihatiningrum Hidayati ◽  
Agus W. Soehadi ◽  
Aji Hermawan ◽  
Hartoyo Hartoyo
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Purchase Intention ◽  
Perceived Value ◽  
Moderating Variables ◽  
Mediating Role ◽  
Prior Literature ◽  
Repeat Purchase ◽  
Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

scholarly journals The Effect of Perceived Value and Satisfaction on Repeat Purchase

2020 ◽  
Vol 5 (4) ◽  
pp. 197-205
Author(s):  
Aprihatiningrum Hidayati ◽  
Ronny Kountur ◽  
Siti Nuraisyah Suwanda
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Purchase Intention ◽  
Perceived Value ◽  
Jel Classification ◽  
Mediating Role ◽  
Service Companies ◽  
Repeat Purchase ◽  
Improve Service Quality ◽  
Training Service

Objective – This study set out to examine the effect of perceived value and satisfaction on repeat purchase. Training service companies are competing by encouraging their managers to increase repeat purchase. Methodology/Technique – Data from a survey of 300 customers of public training are used to scientifically verify the model. Path analysis is used to process the data. Findings – Results show that perceived value and satisfaction have indirect effect on repeat purchase through the mediating role of service quality. Satisfaction and perceived value are important predictors in enhancing service quality, but do not directly affect repeat purchase. Surprisingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training service companies should exert all efforts to improve service quality through service delivery training for their employees. Novelty - Most of the literature considers purchase as an attitudinal (namely purchase intention), while this study focuses on behavioural (namely repeat purchase) that consider to be more actual and impactful for companies’ sustainability. Type of Paper: Empirical. JEL Classification: M3, M31. Keywords: Path Analysis, Perceived Value, Repeat Purchase, Satisfaction, Service Quality Reference to this paper should be made as follows: Hidayati, A; Kountur, R; Suwanda, S.T. (2020). The Effect of Perceived Value and Satisfaction on Repeat Purchase, J. Mgt. Mkt. Review, 5(4) 197 – 205. https://doi.org/10.35609/jmmr.2020.5.4(1)

Exploring the Three- Path Mediation Model

2014 ◽  
Vol 5 (2) ◽  
pp. 1-20 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

The Mediating Role of Perceived Value: Team Identification and Purchase Intention of Team-Licensed Apparel

2007 ◽  
Vol 21 (4) ◽  
pp. 540-554 ◽  
Author(s):  
Harry H. Kwon ◽  
Galen Trail ◽  
Jeffrey D. James
Keyword(s):  
Direct Effect ◽  
Purchase Intention ◽  
Goodness Of Fit ◽  
Perceived Value ◽  
Purchase Intentions ◽  
Mediating Effect ◽  
Team Identification ◽  
Mediating Role ◽  
Fit Statistics ◽  
Licensed Merchandise

The purpose of this study was to investigate the potential mediating effect of perceived value in the relationship between team identification and intent to purchase collegiate team-licensed apparel. Direct effect, partially mediated, and fully mediated models were compared. The respondents were students (N= 110) attending a large university in the southeastern United States. Participants first completed the Team Identification Scale and then viewed a slide depicting an article of licensed merchandise (t-shirt). Participants next completed the Perceived Value and Purchase Intention Scales. Goodness-of-fit statistics indicated that the direct effect model did not fit the data. The partially mediated and the fully mediated models fit equally well; the latter was more parsimonious and thus was chosen for further analysis. Team identification explained 13.2% of the variance in perceived value; perceived value explained 42.6% of the variance in purchase intentions. The findings indicate that team identification alone did not drive the purchase intentions in this study; it is important to take into account the perceived value of the team-licensed merchandise.

scholarly journals FLOW EXPERIENCE AND CONSUMERS’ WILLINGNESS TO PAY IN ONLINE MASS CUSTOMIZATION PROCESSES

2022 ◽  
Vol 12 (1) ◽  
pp. 0-0
Keyword(s):  
Willingness To Pay ◽  
Product Design ◽  
Direct Effect ◽  
Indirect Effect ◽  
Mass Customization ◽  
Perceived Value ◽  
Flow Experience ◽  
Mediating Role ◽  
Design Experience

This research aims to identify the effects of perceived product value and flow experience during product design on willingness to pay (WTP) and purchase probability in online mass customization. The participants were asked to design shoes to their taste in a custom shoe website. After the design experience, the participants were asked to complete the questionnaire. The analyses suggest that flow experience has a direct effect on consumers’ WTP and an indirect effect on purchase probability through the mediating role of perceived value of mass customized products. Furthermore, perceived value of a mass customized product has a significant effect on purchase probability and no effect on WTP found in the analyses.

scholarly journals The Role Of Corporate Brand Image And Service Quality On Client Satisfaction With Perceived Value As Mediating Variable (A Study In The Construction Of Civil Registration Service Building, Surakarta)

2017 ◽  
Vol 1 (2) ◽  
Author(s):  
Ibnu Suryo ◽  
Asri Laksmi Riani
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Client Satisfaction ◽  
Brand Image ◽  
Perceived Value ◽  
Corporate Brand ◽  
Civil Registration ◽  
Service Building ◽  
Significant Direct Effect

This research aims to understand the effect of brand image and service quality on employee’s satisfaction who is involved in the committee or Committee of Work Result Receiver (Panitia Penerima Hasil Pekerjaan - PPHP) in a construction project of civil registration service building in Surakarta, conducted by PT. Karsa Bayu Bangun Perkasa and PT. Surya Bayu Sejahtera, as well as to examine the role of perceived value as mediating variable. We distribute research questionnaires to 30 institution staffs. The data is examined using Structural Equation Model (SEM) to measure the role of corporate brand image and service quality with perceived value as mediating variable on client satisfaction. The result shows that corporate brand image has a significant direct effect on perceived value and client satisfaction, service quality also has a significant direct effect on perceived value and client satisfaction. Perceived value has a significant direct effect on client satisfaction. Meanwhile, corporate brand image has an indirect effect on client satisfaction through perceived value. However, service quality does not have an indirect effect on client satisfaction through perceived value, which means perceived value does not mediate the effect of service quality on client satisfaction.

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