Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application

Leon, Myra V. De; Atienza, Ringgold P.; Susilo, Daniel

doi:10.1080/23311975.2020.1794241

Cited by 57 publications

(57 citation statements)

References 43 publications

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“…The focus on post-experience intentions (repurchasing and word-of-mouth intentions) helps explain customer behaviour and its effects on retail shops, such as increased profit and customer loyalty (Das, 2014;Kang, 2014). The results of this study also supported previous studies, which showed that the customer perceived quality of products led to customer satisfaction (De Leon et al, 2020), perceived value (Sweeney et al, 1999), positive word-ofmouth (Sivadas & Baker-Prewit, 2000) and repurchase intention (Das, 2014). Also, using perceived value as a mediator strengthened the effect of perceived product quality on word-ofmouth more than the direct effect of perceived product quality on word-of-mouth (Sivadas & Baker-Prewit, 2000).…”

Section: Path Coefficientsupporting

confidence: 83%

“…This suggests that quality, perceived value and satisfaction are good factors predicting customer loyalty. Also, past studies showed that quality significantly influenced customers' perceived value (Chen et al, 2020;De Leon et al, 2020) and satisfaction (Loureiro & González, 2008). Moreover, perceived value and satisfaction were significant contributors to predicting customer loyalty (Pham et al, 2018).…”

Section: The Relationships Among Perceived Quality Of Authentic Souvenir Product Perceived Value Customer Satisfaction Repurchasing Intenmentioning

confidence: 94%

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Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty

Suttikun

Meeprom

2021

Cogent Business & Management

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The aim of this research was to explore predictive relationships between perceived quality of authentic souvenir product, value, satisfaction and customer loyalty that consisted of word-of-mouth and repurchase intention. A selfadministered, onsite intercept survey was deployed to gather the data to formulate the hypothesised relationships in this study. In total, 250 questionnaires were distributed to non-local Thai customers (i.e., those who live outside the area of the northeast part of Thailand) and 180 useable surveys were tested. Partial least squares structural equation modelling was used to test the proposed conceptual model and hypotheses. This research contributes to the literature by showing that the first-order components of authentic souvenir quality, service encounter quality, and physical quality constituted the second-order variable of perceived quality of authentic souvenir product. Additionally, perceived value and satisfaction mediated the effects of perceived quality of authentic souvenir product on word-of-mouth.

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Section: Path Coefficientsupporting

confidence: 83%

Section: The Relationships Among Perceived Quality Of Authentic Souvenir Product Perceived Value Customer Satisfaction Repurchasing Intenmentioning

confidence: 94%

Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty

Suttikun

Meeprom

2021

Cogent Business & Management

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“…According to Sekaran & Bougie (2016), the population refers to the whole group, investigators are interested in investigating occurrences or interesting items (De Leon et al, 2020;De Leon, 2019). The study's participants were all students from Karawang, West Java, Indonesia.…”

Section: Methodsmentioning

confidence: 99%

“…(2) A feeling-this element focuses on consumer behaviour, such as the emergence of a sense of haste to make a purchase right away, as well as the emergence of a sense of pleasure and satisfaction after making a purchase. De Leon et al, (2020) argue that perceived value and customer satisfaction are strongly influenced by service quality. (H1: The attitude of online buying influences online impulse buying).…”

Section: Arise In Individualsmentioning

confidence: 99%

Influence of attitude on online impulse buying: perspective on marketing communication

Dharta

Prasetyo

Dema

2021

Indonesian Journal of Communications Studies

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The purpose of this study is to investigate the impact of government policy, marketing communication, and website quality on online impulse purchases. The effect of attitude mediation on government policy relations, marketing communications, and the quality of website and online impulse buying is also analysed in this research. This research is survey research with a sample of respondents as many as 250 active students in West Java. Data analysis in this research is path analysis using PLS-SEM. The findings of this study show that government legislation, marketing messaging, and website quality all have a direct impact on online impulse purchase. The attitude examined in this study is unable to counteract the impact of government legislation and commercial communications on online impulse purchases. However, attitude can mitigate the impact of website quality on online impulse purchases.

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“…Strategi juga dikenal sebagai "strategos", dan ini mengacu pada upaya militer untuk mencapai kemenangan dalam suatu perang, namun seiring berjalannya waktu, istilah strategi digunakan di berbagai bidang (Cangara, 2016). Strategi komunikasi bisnis adalah suatu metode bagi suatu perusahaan maupun organisasi dalam melakukan komunikasi dengan organisasi maupun perusahaan lain dalam upaya mencapai tujuan berjangka panjang yaitu menjual produk dalam jumlah besar (De Leon et al, 2020;Panuju et al, 2018). Upaya perusahaan dalam memperkenalkan produk kepada konsumen sangat menentukan tingkat penjualan.…”

Section: Pengantarunclassified

Model – model komunikasi bisnis sebagai upaya meningkatkan penjualan produk vivelle di shan hair beauty care

Hakim¹

2021

JKP

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From marketing to business communications, corporate strategy can be found in a variety of areas. Cosmetics companies are also feeling the heat of market competition. One of the most popular cosmetic products on the market is perfume. Shan Hair and Beauty Care is a retailer that sells a variety of beauty products such as hair care, perfume, and body care, with Vivelle being the perfume offering. The purpose of this research is to find out how the business communication strategy carried out by Shan Hair and Beauty Care to increase the number of sales from Vivelle. This research is a descriptive study with qualitative data. Observation, interview, and documentation were chosen as data collection techniques with the research location of Shan Hair and Beauty Care, followed by the owner of Shan Hair and Beauty Care and ten Vivelle customers. The data analysis technique used is data reduction analysis, then the data presentation technique is used to present the data. To test the validity of the data, it used triangulation of sources and theories. The Shan Hair and Beauty Care business communication strategy is highly effective, according to these findings. The business communication strategy is an important spearhead for the success cycle of Shan Hair and Beauty Care, as well as a strategy in facing various intense competition, especially in the selling price of products. The development of a strategy in business communication that matches the sales of Vivelle products at Shan Hair and Beauty Care can reach its glory. Shan Hair and Beauty Care values customer service. Sales strategy for Shan Hair and Beauty Care is a strategy in short-term market penetration that aims to attract consumers and distributors through business communication. Keywords: Strategy; Business Communication; and Sales

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Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application

Cited by 57 publications

References 43 publications

Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty

Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty

Influence of attitude on online impulse buying: perspective on marketing communication

Model – model komunikasi bisnis sebagai upaya meningkatkan penjualan produk vivelle di shan hair beauty care

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