Customer Perceived Value of Frequent Flyer Programmes

2016 ◽  
pp. 30-52
Author(s):  
Zhibin Lin ◽  
Rose Quan ◽  
Marco Chi Keung Lau ◽  
Jie Ma
Keyword(s):  
Brand Loyalty ◽  
Positive Impact ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Three Dimensions ◽  
Customer Perceived Value ◽  
Frequent Flyer ◽  
Emotional Value ◽  
Practical Implications

This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.

Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand

2020 ◽  
Vol 11 (3) ◽  
pp. 337-355
Author(s):  
Supawat Meeprom ◽  
Tongrawee Silanoi
Keyword(s):  
Economic Value ◽  
Perceived Value ◽  
Perceived Quality ◽  
Social Value ◽  
Exit Point ◽  
Content Type ◽  
Behavioural Intentions ◽  
Special Event ◽  
Emotional Value

PurposeThe aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.Design/methodology/approachA self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.FindingsThe study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.Research limitations/implicationsThere are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.Originality/valueThis is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

Service-based vs. goods-based positioning of the product concept

2015 ◽  
Vol 27 (2) ◽  
pp. 247-255 ◽  
Author(s):  
Fabio Cassia ◽  
Marta Maria Ugolini ◽  
Nicola Cobelli ◽  
Liz Gill
Keyword(s):  
Hearing Aids ◽  
Perceived Value ◽  
Social Value ◽  
Content Type ◽  
Four Dimensions ◽  
Product Concept ◽  
Product Categories ◽  
Customer Perceived Value ◽  
Emotional Value ◽  
Product Concepts

Purpose – To counteract increasing competition and satisfy evolving customers’ needs, many firms are changing the positioning of their product concepts, from being product-based into service-based. Despite the increasing relevance of this shift, it is still unclear if this choice has a differential impact on customer perceived value. The purpose of this paper is to analyze customer perceived value for a firm’s product concept being positioned either as service-based or goods-based. Design/methodology/approach – An experiment was conducted using stimuli for two different product categories (hearing aids and bicycles) and measuring customers perceived value through the PERVAL scale’s four dimensions (quality value, emotional value, price value and social value). Findings – The results show that presenting the product concepts as service-based instead of good-based can enhance customer perceived value (in particular: quality, emotional and social value), but only if customers are not familiar with the product. Research limitations/implications – The study is based on one experiment and considers only two product categories. Further studies are needed to corroborate findings. Practical implications – The findings suggest that, under specific circumstances, the firm may improve customers’ attitude toward the product by emphasizing a service-based instead of a good-based positioning of the product concept. Originality/value – To our knowledge, this is the first research to evaluate the effects on customer perceived value of repositioning a product which has been traditionally goods-based (such a hearing aid and a bicycle) into service-based.

scholarly journals Loyalty of m-wallet user from a service-dominant logic perspective

2020 ◽  
Vol 13 (2) ◽  
pp. 245
Author(s):  
Nalal Muna ◽  
Mutia Rahmi Pratiwi ◽  
Barkah Alkhaliq
Keyword(s):  
Data Collection ◽  
Customer Loyalty ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Social Aspect ◽  
Service Dominant Logic ◽  
Dominant Logic ◽  
Customer Perceived Value ◽  
Financial Technology

<p>This study aimed<ins cite="mailto:Author" datetime="2020-10-25T10:56"> </ins>to examine the effect of customer perceived value on the loyalty of mobile wallet (m-wallet) users. Payment using mobile wallet offers several benefits for consumer in terms of functional, social, and economic value. Meanwhile, Service-Dominant Logic was<ins cite="mailto:Author" datetime="2020-10-25T10:56"> </ins>used to explain consumer’s experience in utilizing mobile wallet for payment. Furthermore, a quantitativeapproach with<ins cite="mailto:Author" datetime="2020-10-25T10:56"> </ins>questionnaire was used for data collection, and<ins cite="mailto:Author" datetime="2020-10-25T10:58"> </ins>a total of 325 users participated as the respondents. A purposivesampling technique was used to determine the sample criteria i.e. active m-wallet users with a minimum usage<ins cite="mailto:Author" datetime="2020-10-25T10:58"> </ins>of 1 year. The result showed that all the hypotheses are supported. This indicated that customer perceived value consist of functional, economic, and social value, which have positive and significant impact on satisfaction that leads to customer loyalty. Meanwhile, satisfactionis the most salient predictor of customer loyalty. Therefore, financial technology provider needs to pay more attention to customer perceived value, especially in terms of functional, economic and social aspect.</p>

scholarly journals Research on the Influencing Factors of Purchasing Intention of Brand Agricultural Products from the Perspective of Perceived Value

2020 ◽  
Vol 214 ◽  
pp. 01043
Author(s):  
Yao Wei ◽  
Yuxin Peng ◽  
Jiaying Chen
Keyword(s):  
Purchase Intention ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Agricultural Products ◽  
Five Dimensions ◽  
Positive Effects ◽  
Customer Perceived Value ◽  
Purchasing Intention ◽  
Five Dimension

According to the theory of customer perceived value and brand agricultural characteristics, this paper puts forward that customer perceived value of the brand agricultural products has a functional value, economic value, emotional value, social value and image value of five dimension. Through empirical analysis, it is proved that the existence of five dimensions of perceived value and the five dimensions have significant positive effects on the purchase intention of brand agricultural products, among them, the effect of social value is the largest. And product involvement has a moderating effect on perceived value and purchase intention. Finally, based on the above steps, this paper puts forward the ranking of consumers’ attention to the perceived value dimension, and accordingly provides more accurate marketing countermeasures for enterprises.

scholarly journals Research on the Impact of Customer Perceived Value of Haidilao Hot Pot on Consumer Behavior

2021 ◽  
Author(s):  
Qiong Li ◽  
Anlan Li
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Positive Impact ◽  
Perceived Value ◽  
Purchasing Decisions ◽  
Four Dimensions ◽  
Global Epidemic ◽  
Customer Perceived Value ◽  
Functional Value ◽  
Emotional Value

The paper takes Haidilao Hot Pot as the object through the collection of first-hand data, and analyzes the relationship between customer perceived value in functional value, emotional value, convenience value and social value on consumer behavior. Through factor analysis and variance analysis, it can be found that the four dimensions of customer perceived value have a significant positive impact on customer satisfaction, and customer satisfaction also has a significant positive impact on customer loyalty. Among them, functional value is the most important and obvious factor influencing customer purchasing decisions. The paper collects relevant data to complete the relevant content in the case of a global epidemic, hoping to provide certain guidance for the market-oriented adjustment of catering companies that are most affected by the epidemic.

scholarly journals The Role of Religiosity on The Influence of Muslim Customer Perceived Value To Customer Satisfaction of Islamic Banking

2018 ◽  
pp. 253
Author(s):  
Yayuk Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Sampling Technique ◽  
Global Market ◽  
Social Value ◽  
Islamic Banking ◽  
Validity And Reliability ◽  
Customer Perceived Value ◽  
Emotional Value

The successfull of Islamic Banking on the global market depends on the company’s commitment to provide excellent service to their customers. The concept of Muslim customer perceived value (MCPV) is composed of six dimensions that consists of  quality, price, emotional value, social value, Islamic phisical attribute, and Islamic non phisical attribute. The purposes of this research are to determine the influence of MCPV to customer satisfaction of Islamic Banking at Malang Raya dan the role of religiosity in moderating those effects. One hundred and four respondents, who are customers of Islamic Banking, were involved in this research. Accidental sampling was used as sampling technique and instrument was tested by validity and reliability testing. Futhermore, data were analized by moderated regression analysis (MRA). The results of this research shows (1) Simoultaneously, Muslim customer perceived value (MCPV) influences the customer satisfaction and partially, there are only three variables that influence customer satisfaction such as price, social value, and Islamic non phisical attribute. Other variables such as quality, emotional value, and Islamic phisical attribute does not influence customer satisfaction; (2) Religiosity as a moderating variable on the influence Islamic non phisical attribute to the customer satisfaction. The moderating effect is streghtening the existing influence.

scholarly journals THE EFFECT OF THE CONSUMER DECISION-MAKING PROCESS ON THE PERCEIVED VALUE TOWARD SLOW FASHION

2021 ◽  
Vol 2 (1) ◽  
pp. 1-7
Author(s):  
Ionela-Andreea Puiu
Keyword(s):  
Decision Making ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Value ◽  
Three Dimensions ◽  
Decision Making Process ◽  
Consumer Decision Making ◽  
Slow Fashion ◽  
Positive Effect

Slow fashion designates a new paradigm in the clothing industry that promotes the importance of fashion goods realized with natural and durable products, empowering consumers to use the purchased clothes for a longer time, decreasing, in this case, the environmental and societal impact of fashion pieces. Even if it designates the opposite of fast fashion production, the slow fashion notoriety is not remarkably high among consumers. This study proposed to examine the effect of the consumers' decision-making process on the noticed value toward slow fashion. In this regard, we considered multiple decision-making constructs and tested their impact on consumers’ perceived value toward slow fashion. Also, we examined if there are discrepancies in the perceived value toward slow fashion based on gender. A survey was designed and administrated in Romania to a sample of 330 consumers aged between 18-25. We applied to the collected data exploratory analysis to identify the distribution of manifest variables into factors, followed by confirmatory factor analysis to test the performance of the obtained factors. Finally, we tested the proposed hypotheses using the structural equation model procedure. Were identified seven dimensions that compose the decision-making process of the consumers, namely, recreational shopping, perfectionism, brand knowledge, over choice confusion, fashion awareness, impulsive buying, and brand loyalty. Also, were found three dimensions that constitute the consumers' perceived value toward slow fashion, namely, emotional, social, and financial dimensions. The results showed that over choice confusion exhibits a positive effect on the emotional and financial value; fashion awareness manifests a positive effect on the social value, while brand loyalty manifests a positive impact on the financial value. In the case of gender impact on the emotional value, it was identified that, if a respondent is a female, the influence is positive and statistically significant.

scholarly journals FAKTOR-FAKTOR PEMBENTUK LOYALITAS MEREK PADA PENGGUNA PONSEL SMARTFREN

2016 ◽  
Vol 12 (2) ◽  
pp. 97
Author(s):  
Aji Wira Tama ◽  
Wisnu Untoro
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Social Value ◽  
Brand Identification ◽  
Purposive Sampling ◽  
Functional Value ◽  
Emotional Value ◽  
Positive Effect

Abstrak: Faktor-Faktor Pembentuk Loyalitas Merek pada Pengguna Ponsel Smartfren. Penelitian ini bertujuan menguji pengaruh dimensi dari nilai pelanggan dan identifikasi merek terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 175 responden pada pelanggan Smartfren. Hasil penelitian menunjukkan bahwa (1) nilai fungsional berpengaruh positif terhadap kepuasan pelanggan, (2) nilai emosional tidak berpengaruh terhadap kepuasan pelanggan, (3) nilai sosial tidak berpengaruh terhadap kepuasan pelanggan, (4) identifikasi  merek berpengaruh positif terhadap kepuasan pelanggan, (5) nilai fungsional tidak berpengaruh terhadap loyalitas merek, (6) nilai emosional tidak berpengaruh terhadap loyalitas merek, (7) nilai sosial berpengaruh terhadap loyalitas merek, (8) identifikasi merek tidak berpengaruh terhadap loyalitas merek, (9) kepuasan pelanggan berpengaruh positif terhadap loyalitas merek, (10) nilai fungsional, nilai emosional, nilai sosial dan identifikasi merek tidak terbukti berpengaruh secara simultan terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Kata kunci: Nilai pelanggan, identifikasi merek, kepuasan pelanggan, loyalitas merek Abstract: Factors Affecting Brand Loyalty among Smartfren Customers. The purpose of this study was to analyze the effect of the dimensions of customer value and brand identification on brand loyalty and customer satisfaction as a mediating variable. A purposive sampling technique was adopted to collect 175 Smartfren customers. The results showed that: (1) the functional value has positive effect on customer satisfaction, (2) the emotional value has no effect on customer satisfaction, (3) social values has no effect on customer satisfaction, (4) brand identification has positive impact on customer satisfaction, (5) functional value has no effect on brand loyalty, (6) the emotional value has no effect on brand loyalty, (7) social value has positive effect on brand loyalty, (8) brand identification has no effect on brand loyalty, (9) customer satisfaction has positive effect on loyalty brand, (10) the functional value, emotional value, social value and brand identification simultaneous have no effect on brand loyalty with customer satisfaction as a mediating variable. Keywords: Customer value, brand identification, customer satisfaction, brand loyalty

scholarly journals Research on Community Fresh O2O Purchase Intention Based on Customer Perceived Value

2020 ◽  
Vol 3 (5) ◽  
Author(s):  
Lixing Zhou
Keyword(s):  
Regression Analysis ◽  
Theoretical Model ◽  
Empirical Analysis ◽  
Purchase Intention ◽  
Perceived Value ◽  
Analysis Method ◽  
Social And Emotional ◽  
Customer Perceived Value ◽  
Intermediary Role ◽  
Emotional Value

Based on the theory of customer perceived value, this paper makes an empirical analysis on the purchase intention of community fresh O2O, and proposes the customer perceived value concept including result, program, service, social and emotional value. At the same time, the intermediary variable of consumption attitude is put forward and the theoretical model constructed. It is verified that perceived value significantly influences purchase intention and consumption attitude, and plays an intermediary role between them by regression analysis method. This detailed study on the mechanism of perceived value influencing purchase intention through consumption attitude is of great guidance value.

scholarly journals The impact of the employer brand on the corporate reputation of hotel companies

Marketing ◽  
2020 ◽  
Vol 51 (4) ◽  
pp. 259-270
Author(s):  
Jasmina Ognjanović
Keyword(s):  
Corporate Reputation ◽  
Economic Value ◽  
Economic Benefits ◽  
Social Value ◽  
Three Dimensions ◽  
Significant Difference ◽  
Employer Brand ◽  
The Republic ◽  
The Impact ◽  
Non Parametric

Employees are one of the key resources involved in building of corporate reputation. The efficiency of employees is reflected in the corporate reputation and depends on the development of the employer brand. The concept of the employer brand is aimed at building the image of attractive employer in the labor market and implies providing functional, psychological and economic benefits for potential and current employees. The aim of this paper is to examine the interdependence of the employer brand dimensions and the corporate reputation of the observed hotels in the Republic of Serbia. The research involved the application of correlation analysis, regression analysis and non-parametric tests to check the differences between groups. In the paper are observed three dimensions of the employer brand: functional-economic value, social value and interest value. It is proved and the presence of a positive and statistically significant correlation between the dimensions of the employer brand and the corporate reputation of the observed hotels. Based on the processed data, the influence of the dimensions of the employer brand on the corporate reputation of the hotel has been proven, with the strongest influence on the social value and functional-economic value. Non-parametric tests did not reveal a statistically significant difference in the level of development of the employer's brand dimensions between different categories of hotels.

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