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Article
Publication date: 9 February 2023

Emerson Wagner Mainardes and Neudson Peres de Freitas

This study aims to verify the influence of perceived value dimensions on customer satisfaction and loyalty in the banking sector, comparing these relationships between traditional…

2345

Abstract

Purpose

This study aims to verify the influence of perceived value dimensions on customer satisfaction and loyalty in the banking sector, comparing these relationships between traditional banks and fintechs. Also, it was verified whether satisfaction mediates the relationships between the dimensions of perceived value and customer loyalty to traditional banks and fintechs, comparing them.

Design/methodology/approach

Data were collected through two online questionnaires with 792 total respondents, 411 from traditional banks and 381 from fintechs. For data analysis, the authors used the Partial Least Squares - Structural Equation Modeling (PLS-SEM) and PLS-SEM multigroup analysis (PLS-MGA).

Findings

The influence of customer satisfaction on loyalty tends to be greater in traditional banks than in fintechs; the effect of reliability on satisfaction tends to be greater in fintechs than in traditional banks and the effect of price on satisfaction tends to be greater in traditional banks than in fintechs. Indirectly, empathy, price and competence influence loyalty through satisfaction, and in all these relationships, the strength of the effect is significantly greater in traditional banks when compared to fintechs.

Research limitations/implications

The findings, on the one hand, indicate that banks' investments in customer satisfaction, empathy, price and competence tend to generate positive results by expanding customer loyalty in addition to the return on similar investments made by fintechs. On the other hand, when fintechs invest in reliability, they tend to capture better results in increasing customer satisfaction compared to traditional banks.

Originality/value

The comparison of the effect of the dimensions of perceived value on satisfaction and loyalty between traditional banks and fintechs stands out, which is a novelty in the literature. This comparison can support strategies that aim to strengthen relationships with customers and increase the recurrence of business, both for traditional banks and fintechs.

Details

International Journal of Bank Marketing, vol. 41 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 20 January 2023

Yan-Kai Fu

This study aims to examine the mediating and moderating processes that link airline brand image to passenger loyalty through perceived value.

1982

Abstract

Purpose

This study aims to examine the mediating and moderating processes that link airline brand image to passenger loyalty through perceived value.

Design/methodology/approach

The research participants were Taiwanese passengers with experience travelling abroad by air. Structural equation modelling and multigroup analysis were used to investigate the effect of airline brand image and perceived value on the loyalty of passengers using full-service and low-cost carriers.

Findings

For both airline types, airline brand image had a significant and positive effect on passenger perceived value. Perceived value had a significant and positive effect on passenger loyalty, perceived value was a crucial mediator and airline type was not a key moderator in the model.

Originality/value

In this study, focusing on the perspective of Taiwanese passengers, a conceptual model of the factors that lead to passenger loyalty, with a focus on brand image, was developed. This paper contributes to the literature and application field by examining the mediating effect of perceived value and the moderating role of airline type in the aviation industry; on the basis of the results, potential recovery strategies for airlines in the post-COVID-19 era are provided.

目的

本研究檢驗透過知覺價值將航空公司品牌形象與乘客忠誠度連結起來的中介和調節過程。

設計/方法/途徑

受訪者是曾經有搭乘飛機出國旅行經驗的台灣乘客。本研究採用結構方程模式和多群組分析進行驗證, 分別從搭乘全服務型航空與低成本航空的乘客探討航空公司品牌形象和知覺價值對乘客忠誠行為的影響。

結果

不論是就全服務型航空或低成本航空而言, 航空公司品牌形象對乘客知覺價值都具有顯著的正向影響, 知覺價值對乘客忠誠行為同樣具有顯著的正向影響; 知覺價值是一個重要的中介變數, 而航空公司類型不是關鍵的調節變數。

獨創性/價值

在這項以台灣乘客的視角為重點的研究中, 開發了一個以品牌形象為重點的導致乘客忠誠度因素的概念模型。本研究通過檢驗知覺價值的中介作用和航空公司類型在航空業中的調節作用, 為文獻和應用領域做出了貢獻; 最後根據研究結果, 提供後疫情時代航空公司的潛在恢復策略。

Propósito

este estudio examinó los procesos de mediación y moderación que vinculan la imagen de marca de la aerolínea con la lealtad de los pasajeros a través del valor percibido.

Diseño/metodología/enfoque

los participantes de la investigación eran pasajeros taiwaneses con experiencia en viajes al extranjero por vía aérea. Se emplearon modelos de ecuaciones estructurales y análisis multigrupo para investigar el efecto de la imagen de marca de la aerolínea y el valor percibido en la lealtad de los pasajeros que utilizan líneas aéreas de servicio completo y de bajo costo.

Hallazgos

para ambos tipos de aerolíneas, la imagen de marca de la aerolínea tuvo un efecto significativo y positivo en el valor percibido por los pasajeros. El valor percibido tuvo un efecto significativo y positivo en la lealtad de los pasajeros, el valor percibido fue un mediador crucial y el tipo de aerolínea no fue un moderador clave en el modelo.

Originalidad/valor

En este estudio centrado en la perspectiva de los pasajeros taiwaneses, se desarrolló un modelo conceptual de los factores que conducen a la lealtad de los pasajeros, con un enfoque en la imagen de marca. Este documento contribuye al campo de la literatura y la aplicación al examinar el efecto mediador del valor percibido y el papel moderador del tipo de aerolínea en la industria de la aviación; Sobre la base de los resultados, se proporcionan posibles estrategias de recuperación para las aerolíneas en la era posterior a la COVID-19.

Article
Publication date: 3 December 2020

Xiaopu Jin and Fang Xu

The purpose of this study is to draw on the updated information system success model, perceived value and new product novelty to identify the factors that may influence user…

1024

Abstract

Purpose

The purpose of this study is to draw on the updated information system success model, perceived value and new product novelty to identify the factors that may influence user satisfaction and loyalty with paid knowledge platforms.

Design/methodology/approach

The authors used the survey method to collect 540 valid sample data. The structural equation modelling (SEM) technique was employed to test the proposed research model and hypotheses.

Findings

The findings suggested that system, information and service quality significantly affected the perceived utilitarian value, while service quality and new product novelty had significant impact on perceived hedonic value. Besides, both the perceived utilitarian value and the perceived hedonic value had a significant effect on user satisfaction and further significantly impacted user loyalty. The authors also found user differences, including gender, education level and use frequency, which had a significant influence on perceived utilitarian value, perceived hedonic value and user loyalty.

Research limitations/implications

The results can help researchers and practitioners better understanding the factors that influence user satisfaction and loyalty with paid knowledge platforms.

Originality/value

The authors applied the theories of perceived value, new product novelty and user loyalty to the domain of paid knowledge platforms and explored the factors influencing the user satisfaction and loyalty to paid knowledge platforms.

Details

Aslib Journal of Information Management, vol. 73 no. 2
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 13 November 2019

Yonghua Cen and Li Li

Given a product or service, the number of its installed user base has a significant positive effect on the existing users’ loyalty and new users’ conversion. This effect is…

1559

Abstract

Purpose

Given a product or service, the number of its installed user base has a significant positive effect on the existing users’ loyalty and new users’ conversion. This effect is conceptualized as network externalities in economics. Network externalities are supposed to be particularly striking in nowadays online business-to-business (B2B) platforms, but yet the mystery behind their effects on user loyalty to online B2B platforms remains to be delicately unraveled. The purpose of this paper is to discover the factors driving users’ loyalty, especially buyers’ loyalty, to online B2B platforms, by highlighting the impacts of network externalities on loyalty and other mediating factors.

Design/methodology/approach

A conceptual model of buyer loyalty under network externalities is elaborated. The reliability and validity of the instruments of the latent model constructs are assessed by confirmatory factor analysis, and the hypothesized causal relationships among the constructs are tested by structural equation modeling, on 710 valid buyer samples collected from a famous online B2B platform in China.

Findings

The analysis demonstrates that: perceived value, user satisfaction and switching costs are the major predictors of buyer loyalty to online B2B platforms characterized by network externalities; network externalities positively account for buyer loyalty by contributing to perceived value, user satisfaction and switching costs; and direct network externality (measured by perceived network size and perceived external prestige) has a significant effect on indirect network externality (measured by perceived compatibility and perceived complementarity).

Originality/value

The findings allow the authors to conclude meaningful managerial implications for online B2B service providers to build up loyal user bases through improving users’ perceptions of network externalities, switching costs and value.

Details

Journal of Enterprise Information Management, vol. 33 no. 2
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 21 September 2018

Priyanka Jayashankar, Sree Nilakanta, Wesley J. Johnston, Pushpinder Gill and Reed Burres

This paper aims to study the antecedents of Internet of Things (IoT) adoption among farmers and determine how trust in the technology influences its adoption when mediated by…

4758

Abstract

Purpose

This paper aims to study the antecedents of Internet of Things (IoT) adoption among farmers and determine how trust in the technology influences its adoption when mediated by perceived value and risk. Through the conceptualization of trust and perceived risk, the authors factor in farmers’ perceptions of agricultural technology providers and discuss different forms of perceived value, spanning economic, green and epistemic value.

Design/methodology/approach

This paper develops a distinctive research design, drawing on elements of the value-based adoption and technology acceptance models. By linking different elements of perceived value with IoT technology, the authors also apply the service-dominant logic to this study. They study how trust affects perceived value and risk and then determine how perceived value and risk, in turn, affect IoT adoption. The authors test the hypotheses by developing a structural equation model to analyze the results of a survey, wherein 492 farmers from Iowa, the USA, participated.

Findings

The results show a positive relationship between trust and perceived value and a negative relationship between trust and perceived risk. Perceived value had a positive impact on IoT adoption, whereas perceived risk had a negative impact on IoT adoption.

Practical implications

The research findings on trust and perceived value and risk are timely and relevant for business-to-business (B2B) marketing practitioners and agricultural stakeholders, especially in an era where farmers are expressing growing concerns about data handling risk posed by IoT technology adoption.

Originality/value

The research findings signal a transition in focus from the goods-dominant logic to the service-dominant logic in agriculture, whereby farmers are drawn to IoT technology because of perceived economic, green and epistemic value and as a result, can differentiate themselves on how well they deploy operant resources. This paper not only provides a unique conceptualization of perceived value but also pave the way for a richer conceptualization of IoT core functions that enable farmers to fulfill green and epistemic goals. This is the first B2B marketing paper discussing the antecedents of IoT adoption in agriculture, such as farmers’ perceptions of both monetary and non-monetary forms of value and perceived data handling risk.

Details

Journal of Business & Industrial Marketing, vol. 33 no. 6
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 10 June 2020

Supawat Meeprom and Tongrawee Silanoi

The 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'…

2058

Abstract

Purpose

The 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/approach

A 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.

Findings

The 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/implications

There 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/value

This 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.

Details

International Journal of Event and Festival Management, vol. 11 no. 3
Type: Research Article
ISSN: 1758-2954

Keywords

Article
Publication date: 11 June 2018

Yongheng Yang

The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.

Abstract

Purpose

The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.

Design/methodology/approach

This paper extends the classic framework of service quality, value and satisfaction by adding perceived transparency as an essential component, applies service-dominant logic to develop hypotheses regarding the effects of transparency and empirically tests the extended framework with secondary household survey data on China’s public healthcare.

Findings

The classic framework of service quality, value and satisfaction that originated from the private sector is robust in public service. Perceived transparency has a positive impact on perceived value and citizen satisfaction, but the positive effects of service quality and perceived value on citizen satisfaction were weakened with the increasing level of perceived transparency.

Research limitations/implications

Perceived transparency is a double-edged sword regarding citizen satisfaction: although transparency increases perceived value and satisfaction by enhancing citizens’ service co-creation and inspiring citizen confidence, increased transparency raises citizens’ expectations for service products, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.

Practical implications

In a context with higher transparency, local authorities must learn to manage citizen expectations that influence satisfaction, and increase the probability of satisfaction by avoiding too high citizen expectations.

Originality/value

This paper highlights the importance of transparency in enhancing public service co-creation, and contributes a novel perspective on the effects of transparency in the formation of citizen satisfaction, which may serve as the starting point for studying the role of transparency in public affairs.

Details

Journal of Service Theory and Practice, vol. 28 no. 4
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 2 February 2015

Edward S.-T. Wang

Although food product value and food safety is widely acknowledged as a critical concern by consumers, little empirical evidence exists regarding how food product value is created…

3287

Abstract

Purpose

Although food product value and food safety is widely acknowledged as a critical concern by consumers, little empirical evidence exists regarding how food product value is created and how product risk decreases as a result of service-brand equity. The purpose of this paper is to explore whether food service-brand equity (i.e. brand awareness and brand image) affects consumer-perceived food value, food physical risk, and brand preference.

Design/methodology/approach

In this study, data were collected from steakhouse consumers using a convenience sample (n=386). Structural equation modelling was used to analyse the survey data.

Findings

The results reveal that service-brand awareness and brand image produce considerably dissimilar effects on consumer-perceived food value and risk. Brand awareness positively affects consumer-perceived food value but does not influence perceived physical risk. By contrast, brand image negatively influences perceived physical risk and positively affects brand preference, but it does not add perceived value to the food product.

Originality/value

This study is the first to address these concerns, which are essential for understanding the role of service-brand equity in developing food-risk and value perceptions, and brand preference.

Details

British Food Journal, vol. 117 no. 2
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 31 July 2019

Md. Kamrul Hasan, Shamsul Kamariah Abdullah, Tek Yew Lew and MD. Faridul Islam

The purpose of this paper is to investigate and develop an integrated theoretical relationship by including destination image and attitudes into the quality-value

1987

Abstract

Purpose

The purpose of this paper is to investigate and develop an integrated theoretical relationship by including destination image and attitudes into the quality-value-satisfaction-loyalty paradigm in the context of beach tourism.

Design/methodology/approach

A personal-administered survey was conducted using a convenient sampling technique to collect data from 601 tourists who had visited popular beach destinations in Bangladesh. Then, the structural relationships between the factors likely to affect tourist attitudes and loyalty were examined.

Findings

The findings reveal that both service quality and perceived values have a direct effect on destination image, tourist attitudes and satisfaction. Additionally, destination image and satisfaction significantly affect tourist attitudes and loyalty.

Research limitations/implications

The direct relationship of perceived service quality and perceived value with tourist loyalty was ignored in the model due to reporting consecutive indirect relationship between them in prior studies.

Practical implications

These findings contribute to the extension of theoretical and managerial knowledge, especially in a beach tourism setting, where little research has been done to investigate the proposed relationships.

Originality/value

The originality of this study lies in providing theoretical and empirical evidence regarding the effect of service quality and perceived value, especially on destination image and tourist attitude to behaviour in the loyalty model, which has been scarcely examined in the prior tourism literature.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 11 September 2017

Ge Zhu, Kevin Kam Fung So and Simon Hudson

This paper aims to investigate what motivates consumers to adopt one of the emerging mobile applications of the sharing economy, ridesharing application. Using social cognitive…

10464

Abstract

Purpose

This paper aims to investigate what motivates consumers to adopt one of the emerging mobile applications of the sharing economy, ridesharing application. Using social cognitive theory as the theoretical framework, this study develops a value adoption model to illustrate important factors that influence adoption of ridesharing applications.

Design/methodology/approach

Based on prior literature, a quantitative methodology was adopted using a survey questionnaire that allows for the measurement of the nine constructs contained in the hypothesized theoretical model. Data collected from a sample of 314 respondents in Beijing, China provided the foundation for the examination of the proposed relationships in the model.

Findings

First, the results indicate that self-efficacy is a fundamental factor that has a direct effect on consumers’ perceptions of value and an indirect effect on behavioral intentions. Second, the study demonstrates that functional value, emotional value and social value are critical antecedents of overall perceived value of ridesharing applications. On the other hand, learning effort and risk perception are not significant perceived costs for consumers in adopting ridesharing applications.

Research limitations/implications

Although typical adopters of internet applications constitute a significant portion of younger consumers, the use of a college student sample in this study may affect the generalizability of the results.

Practical implications

The findings provide critical insight into consumer motivations behind adoption of ridesharing applications specifically, and for sharing economy platforms in general.

Originality/value

This study provides important theoretical implications for innovation adoption research through an empirical examination of the relationship between personal, environmental and behavioral factors in a framework of social cognitive theory.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

21 – 30 of over 166000