Kerangka Konseptual Kualitas Layanan Elektronik Dan Perilaku Konsumen Melalui Customer Perceived Value

Tujuan: Industri jasa penting untuk menentukan desain layanan baik secara konvensional maupun elektronik yang berkualitas. Pada masa pandemi seperti saat ini, penyedia jasa layanan yang tidak bisa melayani secara tatap muka perlu mempertimbangkan untuk meningkatkan kualitas layanan elektroniknya untuk tetap bisa menciptakan kepuasan pada pelanggannya. Tujuan dari artikel ini adalah untuk memberikan kerangka konseptual terkait kualitas layanan elektronik pada bidang jasa yang dimediasi oleh Customer perceived value. Metode: Metode yang digunakan dalam artikel ini adalah dengan literatur riview dimana meninjau artikel-artikel yang berkaitan dengan kualitas layanan elektronik yang diterbitkan di emerald.com terutama di dalam bidang jasa. Hasil: Dari hasil tinjauan literartur ditemukan bahwa selain mempengaruhi kepuasan pelanggan baik secara langsung maupun melalui customer perceived value, kualitas layanan elektronik juga bisa mempengaruhi hal-hal lain bagi penyedia jasa. Jika kepuasan berorientasi pada pelanggan, maka pengauruh kualitas layanan elektronik bisa mempengaruhi perusahaan dalam hal citra perusahaan yang baik dan WoM Kontribusi: Artikel ini diharapkan mampu memberikan konsep baru terkait penelitian tentang kualitas layanan elektronik. Mengingat saat ini adalah era pandemic penyedia jasa layanan bisa focus mendesain layanan elektronik mereka untuk meningkatkan kepuasan dan perilaku konsumennya yang bisa berpengaruh baik pada perusahaan dalam jangka pendek maupun jangka panjang,

Research on the Impact of High-End Ev Sales Business Model on Brand Competitiveness

Electric vehicles have many advantages compared with traditional fuel vehicles, whereas the immaturity of technologies and high manufacturing cost make it difficult for EV brands to be promoted in traditional business models. Thus, auto-mobile companies started to establish high-end sales business model to promote the brand. This paper studies the influential mechanism of high-end EV sales business model on brand competitiveness and the mediation effect between high-end EV sales business model and brand competitiveness. A total of 624 consumers’ survey data were collected and the structural equation model (SEM) was analyzed to test the hypotheses by using a scale made up of indicators referring to high-end EV sales business model, brand competitiveness and customer perceived value. This paper contributes to the sustainable innovation literature by exploring the psychological perception of customer perceived value in strengthening brand competitiveness. The results show that both the value proposition and value creation of high-end EV sales business model have significant positive impacts on brand competitiveness. Moreover, customer perceived value fully mediates the relationships between the value proposition of high-end EV sales business model and brand competitiveness and between the value creation and brand competitiveness. Customer perceived value cannot mediate the relationship between the value capture of high-end EV sales business model and brand competitiveness. Our insights contribute to the business model research area from a customer-centric perspective.

Importance of Customer Perceived Value in Restaurant Businesses: Influence of Brand Experience on Brand Strength and Electronic Word of Mouth

The purpose of this paper is to empirically examine the relationship between brand experience, brand strength, and electronic word of mouth along with mediating role of perceived brand value. A total of 308 responses were generated, using an electronic questionnaire. The data was deductively analyzed using reliability, validity, confirmatory factor analysis (CFA), and structural equation modeling (SEM). The results of this study indicate that brand experiences positively influence brand strength and electronic word of mouth. Moreover, the results revealed the partial mediation of customer perceived value in the relationship of brand experience and brand strength and also in the relationship between brand experience and electronic word of mouth. This study explains how restaurants can create electronic word of mouth and increased brand strength through memorable experiences. This study provides insight beyond marketing mix elements, and ad theatrical elements which provide evidence for positive customer value perception increased brand strength, and widely generated word of mouth. The theatrical elements of serving food studied in this research have not been studied before in the context of Pakistani restaurants. Therefore, this study bridges the gap between previous studies.

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

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.

Analyzing Determinants for Adoption of Intelligent Personal Assistant: An Empirical Study

With the accelerating advances in artificial intelligence (AI) technologies, the rising demand for the intelligent personal assistant is expected to rapidly increase in the following decades. As customer loyalty has become a critical element in gaining a competitive advantage and many marketers pay great attention to it, this research aims to explore the factors that directly affect customer loyalty toward the intelligent personal assistant. The main motivation is to investigate and identify the direct effects that variables such as customer innovativeness and perceived value have on customer loyalty. Additionally, both product knowledge and corporate image will be examined as moderators. The results obtained demonstrate that perceived value has a positive influence on customer loyalty. Furthermore, product knowledge moderates the influence of functional and hedonic innovativeness on customer satisfaction. The study’s main contributions provide a better understanding of customer loyalty. This research aims to be viewed as a specific guide to provide effective practices that companies should implement to help them reallocate resources appropriately and enhance customer value creation. The results indicate that the higher the level of customer perceived value, the better the customer loyalty will be. The findings represent that corporate image has a positive moderating effect on the influence of customer innovativeness on perceived value. This study draws on the outcomes of administrative suggestions and recommends a few observational strategies to improve the monetary administration in the intelligent personal assistant industry.

Pengaruh Customer Perceived Value dan Switching Barriers Terhadap Customer Retention

The purpose of this study was to determine the effect of Customer Perceived Value and Switching Barriers on Customer Retention with the research object of Majalengka University students using IM3 Ooredoo Cards. This research is a type of survey research with descriptive and verification approaches with a sample size of 100 students. The data source was obtained from primary data where data was taken directly from students, namely through filling out a questionnaire with a Likert scale measurement. Data analysis through multiple regression analysis, coefficient of determination, t test and f test. The results showed that Customer Perceived Value has a positive and significant effect on Customer Retention with a contribution rate of 21.71%. Switching Barriers have a positive and significant effect on Customer Retention with a contribution rate of 21.62%. Customer Perceived Value and Switching Barriers have a positive and significant effect on Customer Retention with a contribution rate of 28.8%. For further research, it is important to conduct research related to customer lifetime value with 2-3 research objects and to use more complex analytical tools.

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

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.

The Impact of Food Delivery Apps on Customer Perceived Value Among University Students

The number of food delivery apps users has increased nowadays due to the recent global pandemic situation of the coronavirus outbreak. Food delivery apps bring many benefits to the students and catering business. This paper aims to study the impact of food delivery apps on customer perceived value among university students. A quantitative approach was used in this study. Cross-sectional design used as the design of the study and the data will be gathered at one point in a time. Questionnaires used to collect the data from all respondents. The respondents were university students with the number of samples as many as 101 people. The results found how food delivery applications had an impact on customer perceived value among university students in Malaysia during the pandemic and it can be said that respondents gave a lot of positive feedback on food delivery service, where they believed in the products and service provided.