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...
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Inderscience Enterprises Ltd.
2022
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my.iium.irep.1006632022-10-17T01:39:22Z http://irep.iium.edu.my/100663/ Customer perceptions of value, satisfaction, and loyalty in the social media era: insights from electrical home appliances in an emerging economy Hossain Uzir, Md Uzir Jerin, Ishraq Abdul Hamid, Abu Bakar Abdul Latiff, Ahmad Shaharudin Thurasamy, Ramayah Haque, A. K. M. Ahasanul HF5001 Business. Business Administration 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. Inderscience Enterprises Ltd. 2022-04-08 Article PeerReviewed application/pdf en http://irep.iium.edu.my/100663/7/100663_Customer%20perceptions%20of%20value%2C%20satisfaction%2C%20and%20loyalty%20in%20the%20social%20media%20era.pdf Hossain Uzir, Md Uzir and Jerin, Ishraq and Abdul Hamid, Abu Bakar and Abdul Latiff, Ahmad Shaharudin and Thurasamy, Ramayah and Haque, A. K. M. Ahasanul (2022) Customer perceptions of value, satisfaction, and loyalty in the social media era: insights from electrical home appliances in an emerging economy. International Journal of Quality and Innovation, 6 (2). pp. 190-230. ISSN 1756-6975 E-ISSN 1756-6983 https://doi.org/10.1504/IJQI.2022.122314 10.1504/IJQI.2022.122314 |
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HF5001 Business. Business Administration Hossain Uzir, Md Uzir Jerin, Ishraq Abdul Hamid, Abu Bakar Abdul Latiff, Ahmad Shaharudin Thurasamy, Ramayah Haque, A. K. M. Ahasanul Customer perceptions of value, satisfaction, and loyalty in the social media era: insights from electrical home appliances in an emerging economy |
description |
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. |
format |
Article |
author |
Hossain Uzir, Md Uzir Jerin, Ishraq Abdul Hamid, Abu Bakar Abdul Latiff, Ahmad Shaharudin Thurasamy, Ramayah Haque, A. K. M. Ahasanul |
author_facet |
Hossain Uzir, Md Uzir Jerin, Ishraq Abdul Hamid, Abu Bakar Abdul Latiff, Ahmad Shaharudin Thurasamy, Ramayah Haque, A. K. M. Ahasanul |
author_sort |
Hossain Uzir, Md Uzir |
title |
Customer perceptions of value, satisfaction, and
loyalty in the social media era: insights from
electrical home appliances in an emerging economy |
title_short |
Customer perceptions of value, satisfaction, and
loyalty in the social media era: insights from
electrical home appliances in an emerging economy |
title_full |
Customer perceptions of value, satisfaction, and
loyalty in the social media era: insights from
electrical home appliances in an emerging economy |
title_fullStr |
Customer perceptions of value, satisfaction, and
loyalty in the social media era: insights from
electrical home appliances in an emerging economy |
title_full_unstemmed |
Customer perceptions of value, satisfaction, and
loyalty in the social media era: insights from
electrical home appliances in an emerging economy |
title_sort |
customer perceptions of value, satisfaction, and
loyalty in the social media era: insights from
electrical home appliances in an emerging economy |
publisher |
Inderscience Enterprises Ltd. |
publishDate |
2022 |
url |
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 |
_version_ |
1748180271878897664 |
score |
13.18916 |