An Integrated Model of Customer Experience, Perceived Value, Satisfaction, and Loyalty in Electronic Stores

2016 ◽  
Vol 12 (4) ◽  
pp. 31-46 ◽  
Author(s):  
Pouyan Khodadadi ◽  
Farshid Abdi ◽  
Kaveh Khalili-Damghani
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Perceived Value ◽  
Perceived Usefulness ◽  
Online Purchases ◽  
Equation Modelling ◽  
Information Credibility ◽  
Using Data ◽  
The Relationship ◽  
Potential Customers

The main problem of electronic-stores is to resolve the obstacles of visitors as potential customers. In this paper the relationship between the experience of online customers, perceived value, satisfaction, and the loyalty is investigated. The main hypotheses of this study are analyzed using Structural Equation Modelling (SEM) methodology. The study is conducted in the biggest electronic-store in Iran. The structural model, is developed on the basis of four main hypotheses as follows: H1) Customer purchasing experience has impact on perceived value; H2) Perceived value of customers has impact on satisfaction; H3) Customer satisfaction has an impact on loyalty; H4) Customer purchasing experience has an impact on loyalty. The reliability of questions is checked using opinion of a group of experts who have at least 15 years of related experiences. The hypotheses are tested using data extracted from 396 questionnaires through AMOS software. Results show that customer's experience is influenced by trust, interaction, perceived usefulness, action, information credibility, and relating. Also, the customers' experience in online purchases does not directly influence their loyalty, since experience is a mental concept which has to pass the sequence of “Experience-Perceived Value-Satisfaction-Loyalty” in order to be converted to a behavioral concept.

scholarly journals Car Tourism in China: The Mediation Effect of Perceived Value and Tourist Satisfaction on the Relationship between Destination Image and Loyalty

2016 ◽  
Author(s):  
Bin Wang ◽  
Zhaoping Yang ◽  
Fang Han ◽  
Hui Shi
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Tourism Industry ◽  
Mediation Effect ◽  
Destination Image ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
Equation Modelling ◽  
Heritage Site ◽  
The Relationship

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analysed using partial least squares structural equation modelling (PLS-SEM). The results show that perceived value and satisfaction are direct antecedents of destination loyalty. Above all, perceived value and tourist satisfaction mediate the relationship between destination image and loyalty. Finally, this study discusses the theoretical and management implications of the findings in order to boost the tourism industry in the context of car trips.

scholarly journals From e-Commerce Overall Quality to e-Loyalty: A Purchase-centred Framework

2020 ◽  
Vol 5 (1) ◽  
pp. 86
Author(s):  
Fakri Fandy Nur Azizi ◽  
Ismiarta Aknuranda ◽  
Herman Tolle
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Perceived Value ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Research Findings ◽  
Customer's Loyalty ◽  
The Relationship ◽  
Percent Response Rate

The e-commerce market becomes one of the markets with the most promising growth. A number of studies on e-commerce have been investigated, but only a little attention is paid to the factors that may create e-commerce customer loyalty, even though customer loyalty is one of the primary keys to improve the performance of e-commerce businesses. This research offers a conceptual model focused on purchases to investigate the factors that affect customer's loyalty and when it is formed. Specifically, this paper intends to examine the relationship between the e-commerce overall quality on the perceived usefulness, perceived value, satisfaction and trust. This paper also verifies the relationship between perceived usefulness, perceived value, satisfaction and trust in the e-loyalty. The method of online survey is used for the data collection. From 1457 of the distributed questionnaires, 960 were completed and returned, resulted 65.8 percent response rate. The data is then analyzed using the Structural Equation Modeling (SEM) method. The research findings contribute to filling the knowledge gap regarding the defining factors of customer loyalty which may help the e-commerce provider in developing e-loyalty to increase e-commerce profitability.

Examining the Relationship Among Experience, Perceived Value, and Satisfaction in Exhibitions

2020 ◽  
Vol 24 (1) ◽  
pp. 169-184
Author(s):  
Dae-Hui Lee
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Structural Model ◽  
Economic Value ◽  
Perceived Value ◽  
Equation Modeling ◽  
Mediating Role ◽  
Managerial Implications ◽  
Emotional Value ◽  
The Relationship

The purpose of this study is to evaluate the relationship among experience, perceived value, and attendance satisfaction in exhibitions. It used structural equation modeling (SEM) technique to examine the causal relationships and develop a structural model that identified the influencing dimensions of experience and perceived value on attendance satisfaction, both directly and indirectly. The results of structural equation modeling analyses uncovered significant relationships among experience, perceived value, and satisfaction. First, relatively important factors of both experience (i.e., entertainment, escapism, and education) and perceived value (i.e., emotional value, economic value, and social value) applied in the exhibition industry were discovered. Second, a clear experience–perceived value–satisfaction chain was confirmed, with direct and indirect effects. Third, the mediating role of perceived value between experience and attendance satisfaction was identified. Lastly, identifying the significant direct and indirect relationships between experience and perceived value can be the key to discovering marketing strategies of how to ultimately maximize satisfaction of exhibition attendees. The findings provide the opportunity to derive both theoretical and managerial implications.

scholarly journals Can transformational leadership eliminate the negativity of technostress? Insights from the logistic industry

2021 ◽  
Vol 9 (1) ◽  
pp. 372-384
Author(s):  
Berat Çiçek ◽  
Erman Kılınç
Keyword(s):  
Transformational Leadership ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Quantitative Research ◽  
Transformational Leaders ◽  
Quantitative Research Methods ◽  
Equation Modelling ◽  
Leadership Behaviour ◽  
Using Data ◽  
The Relationship

This paper aims to reveal the relationship between transformational leadership and technostress. Quantitative research methods were adopted to determine the relationship. The model was examined using partial least squares based structural equation modelling using data from 334 employees working in logistics companies operating in Malatya. The findings of the research illustrate that transformational leadership behaviour affects technostress negatively. In other words, individuals who have transformational leaders faceless technostress than others. Since limited papers discuss these variables together, it is expected that the study may be helpful, especially for the logistic industry, due to the results of the relationship.

scholarly journals The balance between work and home: The relationship between work and home demands and ill health of employed females

2009 ◽  
Vol 35 (1) ◽  
Author(s):  
Karina Mostert
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Health Anxiety ◽  
Work Demands ◽  
Work Pressure ◽  
Equation Modelling ◽  
Home Work ◽  
Anxiety Depression ◽  
The Relationship ◽  
Work Interference

The aim of this study was to investigate the relationship between work and home demands, work-home interference (WHI), home-work interference (HWI), and ill health of 500 employed females from various occupations. A structural model was tested with structural equation modelling. The results indicated that work demands (work pressure and work overload) are related to ill health (physical ill health, anxiety, depression) via WHI. On the other hand, home demands (home pressure and home overload) are directly related to HWI and to ill health.

scholarly journals The study of the relationship between 21st-century learner skills, individual innovativeness and epistemological beliefs of teacher candidates by structural equation modelling

2020 ◽  
Vol 40 (Supplement 2) ◽  
pp. S1-S15
Author(s):  
Ramazan Karatepe ◽  
Cenk Akay
Keyword(s):  
21St Century ◽  
Structural Equation Modelling ◽  
Teacher Candidates ◽  
Structural Equation ◽  
Epistemological Beliefs ◽  
Structural Model ◽  
Equation Modelling ◽  
Individual Innovativeness ◽  
The Individual ◽  
The Relationship

The aim of the study reported on here was to build a structural model of the relationship between 21st-century learner skills, individual innovativeness and epistemological beliefs. Data of the study were collected with three different scales, namely, the 21st-Century Learner Skills Scale, the Epistemological Beliefs Scale, and the Individual Innovativeness Scale. The population of the study constituted 627 teacher candidates studying at Mersin University during the summer term of 2016 to 2017. After the data collection process, Structural Equation Modelling was applied through the LISREL program to determine what kind of model was established among the scales. According to the results, an increase of 1 unit in the Individual Innovativeness Scales leads to an increase of 0.51 units in the 21st-Century Learner Skills Scale, while an increase of 1 unit in the Epistemological Beliefs Scale results in an increase of 0.34 units in the 21st-Century Learner Skills Scale.

scholarly journals Do Customers Adopt Auto Ijarah Financing? The Case of Pakistan

2021 ◽  
Author(s):  
Syed Ali Raza ◽  
Bushra Umer ◽  
Muhammad Ali ◽  
Muhammad Ashfaq
Keyword(s):  
Structural Equation ◽  
Religious Orientation ◽  
Structural Model ◽  
Reasoned Action ◽  
Service Providers ◽  
Islamic Banking ◽  
Comprehensive Understanding ◽  
Factors Affecting ◽  
Equation Modelling ◽  
Potential Customers

The present study examines the factors affecting customer intention to use auto financing (ijarah) in Pakistan. The research framework is constructed based on the theory of reasoned action, which explains behavioural intention and its determinants. The study incorporates the participation of 350 potential customers of auto ijarah in Pakistan. Data analysis was conducted with structural equation modelling (SEM), assessing the measurement, and structural model. The outcome indicates that attitude, perceived cost benefits, Sharia compliance, religious orientation, and subjective norm are the significant predictors of customer intentions. We also found a statistically insignificant association between awareness and customer intentions. The results hold significance for the Islamic banking and financial service providers. This study provides a comprehensive understanding of the factors that contribute to the adoption of auto ijarah among potential Islamic bank customers.

Re-patronization at hospital healthy cafeterias: what does it take for the occurrence?

2019 ◽  
Vol 121 (8) ◽  
pp. 1763-1781
Author(s):  
Abdul Rais A.R. ◽  
Zahari M.S.M. ◽  
Chik C.T. ◽  
Hanafiah M.H.
Keyword(s):  
Latent Variables ◽  
Structural Equation ◽  
Eating Behaviour ◽  
Perceived Value ◽  
Hospital Setting ◽  
Content Type ◽  
Equation Modelling ◽  
Subsequent Effect ◽  
Post Purchase ◽  
The Relationship

Purpose The purpose of this paper is to confirm the inter-relationship between healthy cafeteria attributes, perceived value, eating behaviour, satisfaction and post-purchase behaviour in the hospital setting. Design/methodology/approach A conceptual model proposed comprises of five latent variables representing healthy cafeteria attributes, perceived value, eating behaviour, satisfaction and post-purchase behaviour. A total of 570 completed questionnaires were collected, and the hypotheses were tested using structural equation modelling. Findings This study found that eating behaviour and satisfaction significantly mediates the relationship between healthy cafeteria attributes and customers’ post-purchase behaviour. Meanwhile, customers’ perceived value weakly moderates the relationship between healthy cafeteria and eating behaviour. Originality/value This paper is among the first few which attempt to holistically measure the attributes that influence people to visit healthy cafeterias and the subsequent effect they have towards their post-purchase behaviour. The novelty of this study is portrayed through the inclusion of eating behaviour and the perceived value dimension in healthy foodservice study, which is still minimal compared to commercial foodservice.

Muslim tourists’ intention to book on Airbnb: the moderating role of gender

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tosin Tiamiyu ◽  
Farzana Quoquab ◽  
Jihad Mohammad
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Content Type ◽  
Equation Modelling ◽  
Meaningful Relationship ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role ◽  
Practical Implications

Purpose The purpose of this study is to investigate the impact of reputation on perceived value towards Muslim tourists’ booking intention on Airbnb, particularly from the Malaysian perspective. Additionally, this study investigates the moderating role of gender on the relationship between perceived value and guest booking intention. Design/methodology/approach This study considered the Stimulus–Organism–Response (S-O-R) theory to develop the research framework. Using a self-administered survey questionnaire, 156 completed and usable responses were obtained. The data were analysed by applying partial least squares–structural equation modelling technique, more specifically by using SmartPLS (version 3) software. Findings The study findings revealed that both reputation and perceived value positively affect Muslim tourists’ booking intention on Airbnb service. Moreover, it is also found that, gender plays a moderating role on guests’ intention to book accommodation on the Airbnb platform. Practical implications It is expected that the findings of this study can help the practitioners in the hospitality industry, particularly in strategising their marketing efforts to attract more tourists to engage in a meaningful relationship with the Airbnb in Malaysia. It is suggested that, the Airbnb hosts need to consider the reputation (stimulus) and perceived value (organism) in their marketing strategy to foster Muslim guests’ booking intention. Originality/value To the best of the authors’ knowledge, this work is among the first to examine the predictors of Muslim tourists’ booking intention on Airbnb. Moreover, very little is known on the moderating role of gender on perceived value and its association with booking intention, which this research attempts to address.

scholarly journals Using PLS-SEM Model to Explore the Influencing Factors of Learning Satisfaction in Blended Learning

2021 ◽  
Vol 11 (5) ◽  
pp. 249
Author(s):  
Chun-Hsiung Huang
Keyword(s):  
Blended Learning ◽  
Influencing Factors ◽  
Structural Equation ◽  
Positive Impact ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Learning Motivation ◽  
Perceived Ease Of Use ◽  
Learning Satisfaction ◽  
The Relationship

This research explores the influencing factors of learning satisfaction in blended learning. Three dimensions are proposed: perceived usefulness, perceived ease of use, and learning motivation. It studied how these variables affect students’ learning satisfaction. The research hypotheses are: (1) Perceived ease of use positively affects perceived usefulness; (2) Perceived usefulness and perceived ease of use will have a positive effect on learning motivation; (3) Learning motivation positively affects learning satisfaction; (4) Perceived usefulness has a positive intermediary effect on the relationship between perceived ease of use and learning motivation. Participants included 173 freshmen who took the first-year interactive game design course at Ling Tung University in Taichung, Taiwan. The questionnaire survey method is applied in this research to analyze the relationship between the variables and verify the hypothesis based on the collected 173 valid questionnaires. The partial least square method structural equation model (PLS-SEM) is used to carry out structural equation modeling to study the relationship between latent variables. It explains that the perceived ease of use affects the perceived usefulness. Perceived usefulness and perceived ease of use have a positive impact on learning motivation. Learning motivation has a positive impact on learning satisfaction. Perceived usefulness as an intermediary factor of perceived ease of use has an indirect impact on learning motivation. The contribution of this research is to provide empirical evidence and explain what factors may affect learning satisfaction. Some other related factors that may affect learning satisfaction should be taken as the factors that teachers should pay attention to when implementing blended learning.

Sign in / Sign up

Export Citation Format

Share Document