Customer perceptions of value, satisfaction, and loyalty in the social media era: insights from electrical home appliances in an emerging economy
Customer loyalty (CS) is an outcome of all brands, which is hard to come by in the era of social media because customers are very volatile and tend to switch. Thus, this study investigated the influence of quality (product quality, delivery and installation service quality), customer perceived...
Saved in:
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Inderscience Enterprises Ltd.
2022
|
| Subjects: | |
| Online Access: | http://irep.iium.edu.my/100663/7/100663_Customer%20perceptions%20of%20value%2C%20satisfaction%2C%20and%20loyalty%20in%20the%20social%20media%20era.pdf http://irep.iium.edu.my/100663/ https://doi.org/10.1504/IJQI.2022.122314 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | Customer loyalty (CS) is an outcome of all brands, which is hard to
come by in the era of social media because customers are very volatile and tend
to switch. Thus, this study investigated the influence of quality (product
quality, delivery and installation service quality), customer perceived value,
and customer satisfaction on loyalty (attitudinal and behavioural) among
customers in the marketplace of electronic home appliances, as well as the
equivalent moderating influence of brand trust and social media usage in those
relationships. This study was conducted in Dhaka and collected data from 486
customers using a structured questionnaire and analysed in partial least squares
structural equation modelling (PLS-SEM). The findings revealed that all
hypotheses were accepted except delivery service quality on customer
satisfaction. These findings contributed to stimulus-organism-response theory
and provided several insights to practicing managers in their developing
marketing strategies to maintain customer loyalty in electronic home
appliances. |
|---|