The configurational influence mechanism of film consumption experience on customer satisfaction

Abstract

To ensure the quality of consumers' experience and realize the maximization of economic benefits in the short term, customer satisfaction has become increasingly significant in the film industry. This study clarifies the configurational influence mechanism between consumer expectation, brand image, and five experiential values toward film consumer satisfaction. With this aim, text data were mined and a new configurational customer satisfaction index model was constructed that integrates experiential value theory based on the European Consumer Satisfaction Index model. Additionally, fuzzy‐set qualitative comparative analysis is employed to explore the influence mechanism of film consumer satisfaction from the perspective of configuration. The five configurations produced correspond to five equivalent paths, which can be further divided into four types to explain the influence mechanism of film consumer satisfaction. Regarding the antecedent conditions, the intrinsic value of a film, followed by the extrinsic value are the key factors affecting satisfaction. This study changes the passive survey questionnaire output form to active input of comment mining. Additionally, it abandons the traditional regression perspective for research; a new configurational perspective is used to explore the complexity of antecedent conditions and the equivalence of consequence of film consumer satisfaction.

What was yours is (for now) mine: Prior user knowledge reduces product satisfaction but can improve experiential satisfaction in access‐based consumption

“…Borrowing, on the other hand, as defined by Habibi et al (2016), has similar characteristics to renting, but does not include the exchange of money. Some of the reasons that people may be more likely to choose access-based consumption are: increased experiential satisfaction (Tang & Yu, 2021) and authenticity (Mody & Hanks, 2020), relevance to the self (Bardhi & Eckhardt, 2017), the ability to try products and experiences before committing long-term (decreased risk), a desire to live more sustainably (Hwang & Griffiths, 2017), and cost-savings (see Cheng, 2016 for a literature review). Further, more recent work has looked at the benefits of access-based consumption for the consumer.…”

Encouraging Traditional Market through Customer Satisfaction

“…In a retail business, such as in traditional markets, retaining customers is the main thing. By retaining customers, business continuity will be maintained (Tang & Yu, 2021;Park et al, 2019). Service quality is a level of excellence to meet consumer expectations and build loyalty (Rahantoknam et al, 2017).…”

“…A satisfied customer will be a loyal customer for a long time (Yi & Nataraajan, 2018). Several studies on consumer satisfaction have been carried out both on traditional markets (Rahantoknam et al, 2017;Kartikasari et al, 2018;Majiid et al, 2020), modern markets (Slack & Singh, 2020), and others such as industry retail (Kim et al, 2020); film industry (Tang & Yu, 2021); accommodation services (Othman et al, 2021), and aviation services (Park et al, 2019). Various studies show different approaches in analyzing consumer satisfaction.…”