Evaluating the influence of service quality, hedonic, and utilitarian value on shopper's behavioral intentions in urban shopping malls during the COVID-19 pandemic

Ong, Ardvin Kester S.; Prasetyo, Yogi Tri; Vallespin, Barbara Eliza; Persada, Satria Fadil; Nadlifatin, Reny

doi:10.1016/j.heliyon.2022.e12542

Cited by 14 publications

(12 citation statements)

References 63 publications

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“…The discovery of a fashionable item one adores will lead to an enhanced shopping experience. Hence, it is probable that Generation Z will derive greater pleasure from the act of shopping when their hedonic desires can be satisfied (Horváth and Adigüzel, 2018b;Ong et al, 2022).…”

Section: Discussionmentioning

confidence: 99%

Impulse Buying: How Generation Z's Enjoyment of Shopping Affects Their Fashion Buys

Elida,

Rahardjo,

Raharjo

2024

jeb

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This study examined the determinants that impact Generation Z's impulsive purchasing of fashion products. Implementing Stimulus Organism Responses (SOR), the research model is structured as Structural Equation Modelling (SEM). External stimuli include Price Discounts and Store Environment, with Shopping Enjoyment mediating between Hedonic Shopping Motivation and these two factors. In total, 444 students between the ages of 18 and 22 participated. Form questionnaires were distributed to 30 WhatsApp group classes to collect the data. Hedonic shopping motivation, price discount, and store environment contribute to an enjoyable shopping experience, stimulating impulsive purchasing. The determinant influencing impulsive purchasing is the store atmosphere. Impulse buying behavior is carried out using the stimulus organism response (SOR) theory approach. One of the stimuli used in the research model, the online store atmosphere, is still not widely studied.

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Section: Discussionmentioning

confidence: 99%

Impulse Buying: How Generation Z's Enjoyment of Shopping Affects Their Fashion Buys

Elida,

Rahardjo,

Raharjo

2024

jeb

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“…Further, the SERVQUAL model has been successfully utilized in different areas by several scholars. This model was used in assessing online payment in an electric company [29], in a fast food restaurant [30], in shopper's behavioral intentions in urban shopping malls during the COVID-19 pandemic [31], and in determining customer satisfaction in urban transportation in the Philippines [32]. Yet, none of the scholars used this model in assessing customer satisfaction in the utility bus system.…”

Section: Literature Reviewmentioning

confidence: 99%

Determining Factors Affecting Perceived Customer Satisfaction on Public Utility Bus System in Occidental Mindoro, Philippines: A Case Study on Service Quality Assessment during Major Disruptions

et al. 2023

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The imposition of lockdown due to the COVID-19 pandemic has affected the majority of enterprises throughout the globe. The public transportation sector was greatly affected, especially in provincial areas in the Philippines. This study aimed to investigate the service quality of bus transits in Occidental Mindoro during the COVID-19 pandemic using Analytical Hierarchy Process (AHP) and SERVQUAL dimensions. A total of 200 individuals completed a 67-question online questionnaire. AHP was utilized to determine which bus providers need to be improved the most. Then, the SERVQUAL approach was used. The five dimensions were linked with the use of new technologies, including the COVID-19 protocol, service quality, and customer satisfaction as latent variables in structural equation modeling. The AHP results indicated that safety accounts for the most significant weight for bus passengers. Moreover, service quality, responsiveness, reliability, empathy, and COVID-19 protocol significantly enhance service and customer satisfaction. The findings of this research study can now serve as a service quality assessment and guidelines to provide a sustainable public bus transportation; it can also help determine the significant and insignificant factors in enhancing the service quality and improving the customer satisfaction of bus providers worldwide.

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“…This ethical theory emphasises the importance of considering the consequences of our actions and making decisions that will produce overall good for the most significant number of people. According to utilitarianism, pleasure and happiness are considered the ultimate good, and avoiding suffering is the ultimate goal [ 15 , 16 ]. A consequentialist ethical theory prioritises our actions' outcomes over our intentions [ 17 ].…”

Section: Literature Reviewmentioning

confidence: 99%

Dynamics of social influence on consumption choices: A social network representation

Shah

Asghar

2023

Heliyon

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Evaluating the influence of service quality, hedonic, and utilitarian value on shopper's behavioral intentions in urban shopping malls during the COVID-19 pandemic

Cited by 14 publications

References 63 publications

Impulse Buying: How Generation Z's Enjoyment of Shopping Affects Their Fashion Buys

Impulse Buying: How Generation Z's Enjoyment of Shopping Affects Their Fashion Buys

Determining Factors Affecting Perceived Customer Satisfaction on Public Utility Bus System in Occidental Mindoro, Philippines: A Case Study on Service Quality Assessment during Major Disruptions

Dynamics of social influence on consumption choices: A social network representation

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