scholarly journals The Influence of Hotel Customer Demographics Differences on Customer Perceptions

2021 ◽  
pp. 863-880
Author(s):  
Juliana ◽  
Ira Hubner ◽  
Nova Sitorus ◽  
Rudy Pramono ◽  
Amelda Pramezwary
Keyword(s):  
Willingness To Pay ◽  
Perceived Value ◽  
Sampling Technique ◽  
Marketing Strategies ◽  
Future Research ◽  
Perceived Fairness ◽  
Customer Perceptions ◽  
Customer Perceived Value ◽  
Gender Status ◽  
The Relationship

The aim of this research was to build a conceptual model by analyzing the influence of customer demographics (age, gender, status, culture and profession) on guest perceptions (customer perceived value, perceived fairness, willingness to pay) of hotel room prices during the COVID-19 pandemic. The respondents of the study were the guests who had stayed twice at a budget hotel in Indonesia in the last twelve months. The study used a purposive sampling technique, and SPSS ANOVA was used in order to analyze the descriptive statistics on customer demographics and PLS-SEM. The study findings reveal that customer demographics (gender, profession, and culture) significantly affect all three aspects of customer perceptions. Customer age is found to greatly impact the perceived fairness and willingness to pay (hypothesis is accepted). The relationship between customer age and customer perceived value is statistically insignificant and, in relation to customer status, does not have a significant affect on customer perceived value, perceived fairness, and willingness to pay (hypothesis is rejected). These findings can contribute towards future research on customer perceived value, fairness and willingness to pay and they also provide insight for more effective hotel pricing and marketing strategies.

THE RELATIONSHIP BETWEEN CAREER DEVELOPMENT, COMPENSATION, JOB SECURITY, WORK ENVIRONMENT AND EMPLOYEE LOYALTY

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Muhammad Faizal Samat ◽  
Muhammad Najmuddin Hamid ◽  
Muhammad Ameer Shafiq Awang@Ali ◽  
Wan Muhammad Iqmal Fazri Wan Juahari ◽  
Khairul Asraf Ghazali ◽  
...  
Keyword(s):  
Career Development ◽  
Work Environment ◽  
Turnover Rate ◽  
Sampling Technique ◽  
Job Security ◽  
Future Research ◽  
Kuala Lumpur ◽  
Employee Loyalty ◽  
Convenience Sampling ◽  
The Relationship

Malaysia has recorded the second highest involuntary turnover rate at 6% and third highest voluntary rate at 6.5% in South East Asia. Employee loyalty becomes critical towards employer. Thus, the purpose of this study was to examine the relationship between career development, compensation, job security, work environment and employee loyalty. In conducting this study, convenience sampling technique has been employed and respondents have been chosen in the area of Kuala Lumpur. Hypothesis were tested using regression analysis by using Smart-PLS. Based on the result, career development, compensation and job security were found to be significant with employee loyalty. However, work environment was found to be not significant with employee loyalty. It is suggested for future research to explore other variables in order to find the factors contributed in employee loyalty. Keywords: Career Development, Compensation, Job Security, Work Environment, Employee Loyalty

scholarly journals The Effect of Customer Perceived Value and E-Service Recovery One-Loyalty with E-Satisfaction and E-Trust as Intervening Variables on E-Commerce Shopee Indonesia Customers in Medan City

2021 ◽  
Vol 8 (11) ◽  
pp. 246-258
Author(s):  
Dewi Kartika ◽  
Amrin Fauzi ◽  
Arlina Nurbaity Lubis
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
Service Recovery ◽  
Perceived Value ◽  
The Internet ◽  
Customer Perceived Value ◽  
The World ◽  
Information And Communication ◽  
The Relationship ◽  
Intervening Variables

The rapid development of information and communication technology is currently having an impact on changes in various fields, one of which is changes in people's lifestyles, including consumption in society. The development of information and communication technology has resulted in easier access for people in the world to access the internet and use it to buying and selling transactions online via the internet. The report Global Web Index notes that Indonesia has a high level of users e-commerce highest in the world and as many as 96% of internet users looking for a product or service to make purchases online. This has resulted in the development of e-commerce in Indonesia and throughout the world which is increasing as a consequence of which the competition is getting harder service providers are e-commerce required to provide the best service in order to increase customer satisfaction and trust so that customers will be loyal to using these services. This can be achieved by paying attention to customer value and corrective actions in an effort to restore service to customers. The purpose of this study was to analyze the effect of customer perceived value and e-service recovery on e-loyalty with e-satisfaction and e-trust as intervening variables. This study uses a quantitative approach by distributing questionnaires to ecommerce Shopee Indonesia customers in Medan City with a total sample of 328 respondents. The sampling technique in this study used non-probability sampling. Data analysis was carried out through SEM-PLS using the SmartPLS program. The results of this study indicate that customer perceived value has a significant effect on e-satisfaction and also e-loyalty. However, customer perceived value has no significant effect on e-trust. The variable e-service recovery directly has a significant effect on e-satisfaction, e-trust, and e-loyalty. E-satisfaction and e-trust cannot mediate the relationship between customer perceived value and e-loyalty, but they are able to mediate the relationship between e-service recovery and e-loyalty. Keywords: Customer perceived value, E-Service Recovery, E-Satisfaction, ETrust, E-Loyalty.

scholarly journals Pengaruh Brand Awareness, Brand Image dan Customer Perceived Value Terhadap Purchase Intention

2020 ◽  
Vol 4 (3) ◽  
pp. 81
Author(s):  
Luki Lukmanul Hakim ◽  
Keni Keni
Keyword(s):  
Purchase Intention ◽  
Brand Image ◽  
Perceived Value ◽  
Sampling Technique ◽  
Purchase Intentions ◽  
Brand Awareness ◽  
Analysis Method ◽  
Scale Method ◽  
Customer Perceived Value ◽  
Operational Variables

This study aims to determine the effect of brand awareness, brand image, and customer perceived value on purchase intentions. The sampling technique used in this study is nonprobability sampling by purposive sampling using a quantitative approach by distributing questionnaires to 146 which valid respondents 142 respondents. Data analysis method used in this study is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 25.0. The results showed that the brand awareness variable have a significant and positif effect, brand image have a significant and positif effect, customer perceived value have a significant and positif effect on purchase intention. In this case the brand image is the most influences of purchase intention.

Mediation effect of novelty ecosystems on intrapreneurial behaviour process within an organisational dynamic environment among Kenyan universities

2017 ◽  
Vol 30 (6) ◽  
pp. 957-977 ◽  
Author(s):  
Moses Mpiima Kibirango ◽  
John C. Munene ◽  
Waswa J. Balunywa ◽  
Jovent K. Obbo
Keyword(s):  
Structural Equation ◽  
Sampling Technique ◽  
Integrated Approach ◽  
Positive Deviance ◽  
Mediation Effect ◽  
Future Research ◽  
Full Time ◽  
Snowball Sampling ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to examine, explain, predict and guide the processes, mechanisms and outcomes of intrapreneurial behaviour to provide evidence that novelty ecosystems mediate the relationships between generative influence, positive deviance and intrapreneurial behaviour. It also enlightens the capacity of replicating the intrapreneurial best practices. Design/methodology/approach The study uses an integrated approach of entrepreneurship and complexity theories. Its subjects were full-time designated university employees in the Republic of Kenya. A total number of 244 employees were selected using snowball sampling technique from ten public and private universities in the Kenya. A self-administered questionnaire was used to collect data. Findings The structural equation modelling path analysis and the bootstrapping results confirmed full mediation of novelty ecosystems in the relationship between generative influence and intrapreneurial behaviour. The findings, further, verified that novelty ecosystems partially mediate the relationship between positive deviance and intrapreneurial behaviour. Research limitations/implications Subjective appraisals were used, despite the fact that studied variables are ultimately based on what employees perceive. Future research should generate and include more objective measures. Practical implications Intrapreneurial behaviour can only be explained and predicted through novelty ecosystems. University leaders need to fully understand and facilitate novelty ecosystems. Social implications A deeper understanding of the power of generative influence, positive deviance and novelty ecosystems will not be fully realized until researchers devote as much energy and attention to facilitation as has been devoted to conflict. Originality/value This study extends existing intrapreneurial research into complexity approach.

Corporate social responsibility as an effective promotional tool for the Malaysian halal certified companies in the era of Covid-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Haruna Babatunde Jaiyeoba ◽  
Shahoriyer Hossain ◽  
Hamzah Mohd Salleh ◽  
Amal A.M. Elgharbawy
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Sampling Technique ◽  
Legal Responsibility ◽  
Future Research ◽  
Content Type ◽  
Employee Welfare ◽  
Corporate Social ◽  
Profit Maximisation ◽  
The Relationship

Purpose This paper aims to intend to ascertain whether corporate social responsibility (CSR) can serve as an effective promotional tool for the Malaysian halal certified companies in the era of Covid-19 pandemic. Starting from being nice to do, the emergence of the Covid-19 pandemic has brought CSR to the forefront of businesses, forcing them to rapidly shift from profit maximisation to business preservation. Thus, it is practically crucial to ascertain whether CSR could be effectively used to promote halal brands in this era. Design/methodology/approach To achieve the stated aim, a survey questionnaire was developed and used to collect data from 295 participants who are familiar with the concepts of CSR and halal in Malaysia. The data collected were analysed using both descriptive and inferential statistics. Findings The findings reveal that the commitment to halal best practices, zakat and charitable donations, environmental responsibility, employee welfare and responsible dealings with clients are the most important CSR activities that can promote halal certified companies in the era of Covid-19. Whilst there is a positive relationship between halal economic responsibility and CSR as a promotional tool, such relationship is not significant. Nevertheless, the relationship between legal responsibility and CSR as a promotional tool is negative and insignificant. Research limitations/implications Limitations are inevitable in any study where a convenient sampling technique is used. Respondents from Klang Valley in Malaysia make up a large proportion of the study’s sample. This may consequently limit the generalisability of the findings of this study. Hence, future research should adequately collect data from other cities in Malaysia. Moreover, this paper does not differentiate between perceptions of Muslims and non-Muslims or between male and female; this might have an effect, as Muslims are likely to favour most of the items in the questionnaire used to collect data for this study. Thus, future research may collect sufficient data to shed more light on this issue. Originality/value The researchers have revealed that CSR is an effective promotional tool for the Malaysian halal certified companies in the era of Covid-19 pandemic. Study of this nature is rare in academic literature.

Managerial Perspectives on Willingness to Pay for Green Marketing

2019 ◽  
pp. 116-138
Author(s):  
Michael Sony
Keyword(s):  
Willingness To Pay ◽  
Qualitative Inquiry ◽  
Green Marketing ◽  
Future Generations ◽  
Future Research ◽  
Important Research ◽  
Research Areas ◽  
Green Strategy ◽  
The Relationship ◽  
Managerial Perspective

Green marketing meets the present needs of the consumer and business, while also preserving or enhancing the ability of the future generations to meet their needs. The chapter deals with customers' willingness to pay for green marketing initiatives. The chapter explores the managerial perspective using a qualitative inquiry using interpretative phenomenology approach. The customers are willing to pay for green initiatives provided 1) the green initiative does not cost a lot of inconvenience, 2) hotel has a good image, 3) customer profile environmental consciousness moderated the relationship between the customer profile and willingness to pay. Recommendations on how to implement the green strategy in hotels are discussed. The direction of future research sections important research areas in green marketing for an academic contribution.

Superior Customer Value and Network size in Markets Characterized by Network effects

2011 ◽  
pp. 84-97 ◽  
Author(s):  
Fan-Chen Tseng ◽  
Ching-I Teng ◽  
David Chiang
Keyword(s):  
Customer Value ◽  
Network Effects ◽  
Perceived Value ◽  
Network Size ◽  
Network Effect ◽  
Customer Perceived Value ◽  
Business Practitioners ◽  
Winner Take All ◽  
Number Of Customers ◽  
The Relationship

Network effect indicates that the value of connecting to a network is positively associated with the current number of customers connected to that network. Network effect strengthens the strong firms, weakens the weak firms, and may lead to a winner-take-all market. Thus, managing customer perceived value is crucial in markets with network effects. This article models customer perceived value, presents ways to improve the value, and discusses the relationship between customer perceived value and network size. Implications for e-business practitioners are discussed.

Impact of employee job satisfaction and commitment on customer perceived value

2019 ◽  
Vol 38 (3) ◽  
pp. 737-755
Author(s):  
Hanen Charni ◽  
Isabelle Brun ◽  
Line Ricard
Keyword(s):  
Job Satisfaction ◽  
Affective Commitment ◽  
Positive Impact ◽  
Perceived Value ◽  
Content Type ◽  
Customer Perceptions ◽  
Employee Job Satisfaction ◽  
Customer Perceived Value ◽  
The Impact ◽  
Formative Index

Purpose The purpose of this paper is to analyse the impact of employee job satisfaction and affective commitment as perceived by customers on customer perceived value, more specifically its benefits dimensions. Design/methodology/approach A total of 652 panellists from a large Canadian polling firm self-administer a web-based questionnaire. To measure customer perceived value, a formative index is used which contributes to topical literature through a unique methodology. Hypotheses are tested using a structural equation model. Findings An analysis of the direct, indirect and total effects confirms the unique positive impact of employee job satisfaction and affective commitment, as perceived by customers, on the emotional, social, relationship and epistemic benefits, as well as on the formative index of customer perceived value. Practical implications Customer perceptions of employee attitudes (job satisfaction and affective commitment) represent a unique opportunity for banks to differentiate their value proposition in a hypercompetitive market. Originality/value This study is the first to consider customer perceptions of employee job satisfaction and affective commitment in relation to a formative index of customer perceived value and its related benefits dimensions.

Antecedents of green consumption: a scale of measure

2018 ◽  
Vol 35 (4) ◽  
pp. 414-425 ◽  
Author(s):  
Sinove Marde ◽  
Claire Verite-Masserot
Keyword(s):  
Environmentally Friendly ◽  
Marketing Strategies ◽  
Dimensional Structure ◽  
Future Research ◽  
Content Type ◽  
Green Consumption ◽  
Product Categories ◽  
Two Samples ◽  
The Relationship

Purpose This paper aims to provide a scale of measure that is based on the antecedents of environmentally friendly consumption, which will measure multifaceted profiles and apply to several product categories over the long term. Design/methodology/approach The list of antecedents is derived from the literature and a qualitative study. Exploratory and confirmatory analyses using two samples of respondents are conducted to validate the scale. Findings The results suggest the use of a scale with three multi-dimensional facets when examining the antecedents of environmentally friendly consumption. The first facet is called “barriers to purchase” and has a four-dimensional structure; the second facet is called the “relationship with the product” and has a two-dimensional structure; and the third facet is called the “propensity to consume environmentally friendly products” and has a four-dimensional structure. Research limitations/implications Future research should seek to test and confirm the version of the global tool of measure proposed in this study. Practical implications Firms can use the tool to better understand the reasons to buy or not buy green products. They can now have multifaceted profiles to better comprehend environmentally aware consumption and to adapt their marketing strategies. Originality/value The tool of measure proposed here highlights the predictive indicators of green consumption based on its antecedents. Because these antecedents can differ not only in their nature but also in their intensity, combining them to develop a global tool is necessary.

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

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