scholarly journals FAC-SEM using PLS-SEM: an empirical illustration in a customer value measurement context

10.3990/2.356 ◽  
2015 ◽  
Author(s):  
Sandra Streukens ◽  
Sara Leroi-Werelds
Keyword(s):  
Customer Value ◽  
Value Measurement ◽  
Measurement Context ◽  
Empirical Illustration

Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa

2009 ◽  
pp. 125-146
Author(s):  
Stefano Cabras ◽  
Cinzia Dessě ◽  
Michela Floris
Keyword(s):  
Customer Value ◽  
Measurement Model ◽  
Measurement Scale ◽  
Marketing Theory ◽  
Formative Measurement ◽  
Analysis Measurement ◽  
Proposed Model ◽  
Additive Contribution ◽  
Formative Measurement Model ◽  
Value Measurement

Customer value is unanimously considered to be one of the most fundamental concepts in marketing theory. Nonetheless, customer value measurement has been at best sparse or minimal. The authors specify and test a formative measurement model of customer value which describes the additive contribution of four categories of benefits and three categories of sacrifices to customer value formation. The authors present results of measurement scale development process in three consumption contexts, and show that the proposed model, which they call perceived consumption experience value (PCEV), is reliable and valid, and is able to predict customer satisfaction and loyalty better than the Gale method.Keywords: customer value, benefits and sacrifices analysis, measurement Parole chiave: valore per il cliente, analisi benefici/sacrifici, misurazione

scholarly journals Review and Analysis of Selected Customer Value Measurement Methods

2020 ◽  
Vol 1/2020 (32) ◽  
pp. 34-46
Author(s):  
Maria Kubacka ◽  
Keyword(s):  
Literature Review ◽  
Customer Value ◽  
Measurement Methods ◽  
Value Assessment ◽  
Important Goal ◽  
Financial Measures ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Value Measurement ◽  
Constant Interest

The methods of measuring customer value are of constant interest. This area is widely described in the literature, but nevertheless somewhat generally. It is important to analyse the different methods comprehensively in the context of the customer and the company. The aim of this paper is to analyse the methods of measuring customer value most often presented in the literature, as well as to assess the possibility of their reliable application and to indicate the limitations resulting from the construction of models of their calculations. One very important goal is to constructively propose solutions to the problematic issues in the methods analysed. In order to achieve the objectives of the paper, methods of measuring customer value are presented. On this basis, the author has identified problematic elements that constitute guidelines for further research. A literature review and analysis of studies carried out with the use of the methods discussed is applied. The conclusions of this research indicate ambiguity in the methods of measuring customer value, their diversity and, most importantly, the inability to reliably determine certain components of the methodology, especially for customer lifetime value. The analysis presented constitutes a proposal for a comprehensive look at the issue of customer value assessment and an element of further scientific and empirical discussion. The originality of the research consists in presenting a proposal for quantification of non-financial measures, which are a component of the methodology of measuring customer value.

scholarly journals Critical Insights of Customer Valuation Methods in the Relationship Marketing Paradigm

Ekonomika ◽  
2006 ◽  
Vol 74 ◽  
Author(s):  
Tomas Rytel
Keyword(s):  
Relationship Marketing ◽  
Customer Value ◽  
Traditional Approach ◽  
Quantitative Measure ◽  
Measurement Methods ◽  
Customer Valuation ◽  
Interactive Relationship ◽  
Customer Trust ◽  
Value Measurement ◽  
The Relationship

This paper is aimed at providing the key critical insights into the traditional customer valuation models RFM, FRAC and CLV in the context of relationship marketing. It examines the principal assumptions that have conditioned changes in the traditional approach to customer value measurement methods through the application of post-modern marketing (e.g., interactive, relationship, etc.) under the knowledge economy conditions.Although customer value can be examined using both quantitative and qualitative criteria (e.g., customer impact on public opinion, customer trust in the company, etc.), this paper treats customer value as a quantitative measure which is studied using different measurable qualitative indicators rather than analysing psychological, social and other types of qualitative criteria characterising the buyer/seller relationships.The analysis of the RFM, FRAC and CLV customer value measurement methods and of their variables is based on the methodology for the analysis and systematisation of the content of scientific and methodological literature to distinguish the key critical aspects of customer value measurement methods through the application of the principles characteristic of relationship marketing. The overview of customer value measurement methods provided in the paper does not purport for detailed research, which requires a profound study on the subject.

The Study of the Competition-oriented Customer Value Measurement

2006 ◽  
Author(s):  
Zhang Ming-li ◽  
Wang Chun-xia ◽  
Gao He
Keyword(s):  
Customer Value ◽  
Value Measurement

KONFIRMASI LIMA FAKTOR YANG MEMPENGARUHI KEPUASAN PESERTA PEKERJA BUKAN PENERIMA UPAH (PBPU) BPJS KESEHATAN

2019 ◽  
Vol 18 (2) ◽  
pp. 64-74
Author(s):  
Maya Fitri Nuraeni
Keyword(s):  
Customer Value ◽  
Customer Engagement ◽  
Cross Sectional ◽  
Customer Relation Management

Kepuasan pelanggan merupakan suatu pemenuhan harapan pelanggan yang dirasakan sesuai dengan ekspektasi yang diharapkan. Tujuan penelitian Mengetahui pengaruh langsung dan tidak langsung serta besaranya antara faktor Customer Relation Management (CRM), Customer Engagement, Kualitas Layanan, Trust dan Costumer value  Terhadap Kepuasan Peserta PBPU BPJS Kesehatan KC Depok Tahun 2018. Desain penelitian cross sectional. Populasi penelitian keseluruhan peserta di BPJS Kesehatan KC Depok. jumlah sampel dalam penelitian ini adalah smpel 130 peserta PBPU yang berkunjung ke KC Depok. Metode analisis menggunakan SmartPLS 2.0 dan SPSS 16. Hasil penelitian menunjukkan variabel CRM  24,58%, Customer Engagement 19,50 %. Kualitas Layanan 11,93%, Trust 14,36%,Costumer value 6,13%. pengaruh langsung CRM terhadap Customer Engagement 49,96%, CRM terhadap kualitas layanan 66,42%, CRM terhadap Trust 4,38%, CRM terhadap customer value 30,80%, Customer Engagement terhadap kualitas layanan 4,58% Customer Engagement terhadap Trust 15,21%, Customer Engagement terhadap customer value 16,77 Kualitas Layanan terhadap Trust 30,66%, Kualitas Layanan terhadap customer value 11,01%, Trust terhadap customer value 14,54%. Dengan demikian dapat ditarik kesimpulan bahwa  paling mempengaruhi Kepuasan Peserta PBPU BPJS Kesehatan KC Depok, dikarenakan CRM merupakan keseluruhan proses membangun dan memelihara hubungan peserta khususnya PBPU dengan BPJS kesehatan yang akan meminimalisir penurunan kualiatas pelayanan sehingga dapat meningkatkan pelayanan yang lebih baik. BPJS Kesehatan KC Depok diharapkan dapat memberikan pelayanan terbaik bagi npeserta sesuai dengan nilai dasar untuk tercapainya kepuasan pelanggan.

Sign in / Sign up

Export Citation Format

Share Document