The impact of service personal values on continuance intention towards on-demand ridesharing services
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Competition in the on-demand ridesharing service industry is becoming increasingly intense, and sustainability of this innovative business model is uncertain. Studying service personal values may provide insight for service providers to implement appropriate customer retention strategies. Therefore, the objectives of this study was to validate a structural model where service personal values influence perceived value, and perceived value acts as the predictor of satisfaction, which in turn, affects customers’ continuance intention. Through a purposive sampling technique, 280 questionnaires were collected from respondents with experience using on-demand ridesharing services in Malaysia. The findings revealed that service personal values influenced perceived value, perceived value influenced satisfaction, and satisfaction influenced continuance intention. Furthermore, perceived value mediated the relationship between service personal values and satisfaction. Implications and future research directions were discussed.Keywords:
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This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.
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Recently, many banks in South Korea have actively adopted SNS (Social Network Service) applications to facilitate communication between banks and their customers. Hence, it is crucial to identify the influencing factors for continuous use of such services. This study aims to identify the important influencing factors that increase the use of Korean banks' SNS applications, which further leads to customer’ acquisition and retention by inducing customers to communicate with banks. By deploying the IS Success Model, Expectation Confirmation Model and Trust Building Model, this study identifies and examines the factors that influence the continuous usage of bank SNS in South Korea. The main variables included in the model are information quality, system quality, service quality, confirmation, perceived usefulness, perceived enjoyment, perceived reputation, satisfaction, and continuance intention. The results are as follows: First, the confirmation, perceived usefulness, perceived reputation, and satisfaction have positive effects on the continuance intention. Second, the confirmation, perceived usefulness, perceived enjoyment, and perceived reputation have positive effects on the satisfaction. Third, the confirmation has a positive effect on both perceived usefulness and perceived enjoyment. Fourth, the information quality, system quality and service quality have positive effect on both confirmation and the perceived usefulness. Moreover, the information quality has positive effect on the perceived enjoyment. Finally, the perceived reputation is the strongest predictor for the continuance intention of SNS use.
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Abstract The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed. Keywords: CUSTOMER SATISFACTIONSERVICE QUALITYPERCEIVED VALUE
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We performed a study to examine the influences that perceived value, service quality, and consumer risk of Internet shopping have on repurchase intention through customer satisfaction, as well as investigate the moderating effects of gender in the relationships between the constructs of research model. Appropriate measures were developed with previous studies and tested on 178 university students of Gyeongnam province in South Korea. The results confirmed that perceived value, service quality, and the lower level of consumer risk positively influence customer satisfaction. Perceived value plays more role in enhancing customer satisfaction than service quality does. The moderating effects of gender in the relationships between service quality, consumer risk and customer satisfaction are significant at the level of 0.05. Thus, marketers should focus on customer satisfaction to enhance repurchase intention through improving perceived value and service quality and reducing consumer risk of Internet shopping.
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Does customer satisfaction and behavioural intention directly influence by customer orientation, service orientation, service quality, service encounter quality, perceived value towards? In order to address this question, a survey was conducted in different grocery stores across the city. At the same time, this research also tends to examine whether the western oriented service evaluation model is applicable in non-western country. This study also proposed to examine the direct relationship without the existence of customer satisfaction and service quality as mediator. The outcomes of the analyses were used to determine the acceptance or rejection of the proposed hypotheses. With the positive relationship between the independent variables and dependent variables, all the generated hypotheses proposed in this research were accepted and approved.
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It is said that customer’s perceptions of service quality and their satisfaction towards service products contributes to organizational success. Thus, improving these aspects have been a main goal of tourism attraction managers, believing that this may have direct effect on customers’ future behavioral intentions. With an understanding of the constructs at the factor level, attraction managers can predict what aspects of the constructs predict customers’ revisit intentions more accurately. The purpose of this study was to examine the relationships between the factors that comprise perceived service quality, perceived service value and satisfaction, and identify which factor(s) better associate with customers’ future revisit intentions. It was found that there were some factors that contributed better to the event attendees’ future behavioral intention. It is hoped that the results of this study help set strong and effective marketing strategies for events and permanent tourism attractions in order to increase the number of re-visitation.
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Purpose The purpose of this paper is to empirically test the antecedents and outcome of perceived value and trust toward on-demand ridesharing services (ODRS). The antecedents are perceived innovativeness, perceived personalization, perceived usefulness of rating system and service personal values. The outcome is the continuance intention toward ODRS. This study also aims to uncover the mediating role of trust and the moderating role of technology readiness. Design/methodology/approach The ODRS considered in this research are Grab and Uber in the context of Malaysia. A questionnaire was constructed, and responses were obtained from 280 Malaysian consumers who have experienced ODRS. The authors tested the framework using partial least square structural equation modeling technique. Findings The result indicates several significant relationships: perceived personalization, perceived usefulness of rating system and service personal values significantly influence perceived value and trust; trust mediates the relationships between perceived personalization, perceived usefulness of rating system, service personal values and perceived value; perceived value significantly influences continuance intention; and technology readiness moderates the relationship between perceived personalization and perceived value. Originality/value The current study adds significantly to the body of knowledge about ODRS by examining the direct determinants of trust and perceived value, and exhibiting how trust mediates the mechanism. This study also illustrates the interplay of moderator (technology readiness) and perceived value.
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