• Title/Summary/Keyword: customer value

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The Effect of Perceived Customer Value on Customer Satisfaction with Airline Services Using the BERTopic Model (BERTopic 모델을 이용한 항공사 서비스에서 지각된 고객가치가 고객 만족도에 미치는 영향 분석)

  • Euiju Jeong;Byunghyun Lee;Qinglong Li;Jaekyeong Kim
    • Knowledge Management Research
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    • v.24 no.3
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    • pp.95-125
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    • 2023
  • As the aviation industry has rapidly been grown, there are more factors for customers to consider when choosing an airline. In response, airlines are trying to increase customer value by providing high-quality services and differentiated experiential value. While early customer value research centered on utilitarian value, which is the trade-off between cost and benefit in terms of utility for products and services, the importance of experiential value has recently been emphasized. However, experiential value needs to be studied in a specific context that fully represents customer preferences because what constitutes customer value changes depending on the product or service context. In addition, customer value has an important influence on customers' decision-making, so it is necessary for airlines to accurately understand what constitutes customer value. In this study, we collected customer reviews and ratings from Skytrax, a website specializing in airlines, and utilized the BERTopic technique to derive factors of customer value. The results revealed nine factors that constitute customer value in airlines, and six of them are related to customer satisfaction. This study proposes a new methodology that enables a granular understanding of customer value and provides airlines with specific directions for improving service quality.

A Study on Effect of Perceived Quality and Customer Value to Customer Satisfaction (지각된 품질이 고객가치 및 고객만족에 미치는 영향에 관한 연구)

  • Park, In-soo;Park, Sung-kyu
    • Journal of Distribution Science
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    • v.4 no.2
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    • pp.65-80
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    • 2006
  • This study is an empirically validation of existing theories into the department store context. This study investigated the effects of perceived quality and customer value(utilitarian value and hedonic value) to customer satisfaction on the basis of previous studies. The data was analyzed by reliability, factor analysis and regression analysis using SPSS program. The results suggest that perceived quality had positive effects on utilitarian value, hedonic value and customer satisfaction, utilitarian value and hedonic value had positive effects on customer satisfaction. These findings also provide implications for the marketing strategy in department store context. However, this empirical study has limitations that can be addressed in the future research.

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The Relationships among Brand Experience, Customer Perceived Value, and Brand Support Behavior in Service Industry (서비스 산업의 브랜드 체험, 고객의 지각된 가치, 브랜드 지지행동의 관계)

  • Cheng, Zhen-Feng;Kim, Gyu-Bae
    • Journal of Distribution Science
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    • v.17 no.2
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    • pp.91-100
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    • 2019
  • Purpose - The importance of customer experiences has been increasing in retail industry as wells as theme park industry. The purpose of this research is to investigate relationships among brand experience, customer perceived value and brand support behavior in theme park industry. Furthermore, we tried to examine the moderating effects of interaction with customers in the relationships between brand experience and customer perceived value. Besides, we provided some implications for not only the theme park industry but also other service industries such as retail industry. Research design, data, and methodology - The research model has nine hypotheses, and we examined them empirically in this study. Five hypotheses were about relationships among theme park brand experiences, customer perceived value, and brand support behavior. The other four hypotheses were about the moderating effects of customer interactions in the causal relationship between brand experiences and customer perceived value. A total of 167 samples who had visited the theme park were surveyed and the hypotheses were tested with the statistical package programs such as SPSS 21.0 and AMOS 21.0. Results - The results of this study are as follows. First, it was proved that theme park visitors' sensory experience, emotional experience, and cognitive experience have significant positive effects on perceived value, although the hypothesis about the causal relationship between behavioral experience and perceived value is not supported. Second, the customer perceived value has a positive effect on brand support behavior. Third, customer interaction has a positive moderating effect between brand experiences and perceived value, except for behavioral experience. Conclusions - Based on the results of this study, there can be following significances and implications from both theoretical and practical perspectives. First, we confirmed the importance of experiential marketing in other service industries such as retail industry as well as the theme park industry. The marketing managers in these industries need to design various experience programs considering the various characteristics of experiences such as sensory, emotional, and cognitive experiences. Second, it will be necessary for the theme park managers to encourage active participation of customers, and raise the level of interaction between employees and customers.

A Study on the Mediating Role of Customer Value in the Structural Relationships among Restaurant Service Quality, Customer Satisfaction, and Loyalty: Focusing on Ages 20s-30s (외식서비스품질과 고객만족, 충성도 간의 구조적 관계에서 고객가치의 매개역할에 관한 연구 : 20-30대 소비자를 중심으로)

  • Lee, Won-Gab;Kim, Gi-Jin
    • Culinary science and hospitality research
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    • v.18 no.3
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    • pp.121-136
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    • 2012
  • The purpose of this study is to examine the structural relationships among restaurant service quality, customer value, customer satisfaction, and loyalty. Also, in the structural relationships, it intends to examine the mediating influence of customer value. In order to achieve the purpose of this study, consumers in their 20s and 30s who had the experience visiting to Korean style restaurants, fast food restaurants, pizza restaurants, and family restaurants in Daegu were surveyed through quota sampling. The survey was conducted for a month from May 20 to June 20, 2011, and total 459 copies of questionnaire were used for final analysis using IBM SPSS 19.0 and IBM AMOS 19.0. Analysis result showed that the restaurant service quality such as encounter service and food quality had a significant effect on customer value, customer satisfaction, and customer value on customer satisfaction and loyalty. In addition, it was found that the mediating role of customer value was significant in the influence of service encounter and food quality on customer satisfaction and loyalty.

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Antecedents of Customer Loyalty: Study from the Indonesia's Largest E-commerce

  • RIZAN, Mohamad;FEBRILIA, Ika;WIBOWO, Agus;PRATIWI, Rianti Dea Rizky
    • The Journal of Asian Finance, Economics and Business
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    • v.7 no.10
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    • pp.283-293
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    • 2020
  • This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers' satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.

An Empirical Study on the Relationship between Customer Value and Business Value of Online Firms

  • Joo, Jae-Hun
    • Proceedings of the CALSEC Conference
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    • 2004.02a
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    • pp.229-238
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    • 2004
  • Customer value is the source for competitive advantage of online businesses such as Internet shopping malls and portal service. It is important to analyze the relationship between customer value and repurchase in order to provide a guideline of successful online business. The purpose of this paper is to get answers for the following questions. First, what are key components of customer value in online business? Second, What difference exists in the importance or expectance of customer value and its current service level of online business? Finally, what influence relationships exist in customer value and repurchase intentions? Data collected from 615 respondents who experienced purchase on the Internet shopping malls were used to test a research model.

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A Study on the Effects of Perceived Value on Customer Satisfaction, and Repurchase Intention among Traditional Markets Users in KOREA (지각된 가치가 고객만족과 재구매 의도에 미치는 영향에 관한 연구 : 전통시장 이용 고객을 중심으로)

  • Cho, Joon-Sang
    • Journal of Distribution Science
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    • v.11 no.10
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    • pp.93-105
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    • 2013
  • Purpose - This empirical analysis determines the structured causal relations between perceived value, customer satisfaction, and repurchase intention among users of traditional markets. The results of this analysis would help merchants and market operators indevisingan appropriate strategy to successfully manage traditional markets. Research design, data, methodology - The perceived value model of traditional markets includes functional value (price), functional value (quality), emotional value, and social value. In this study, the perceived value of traditional markets is considered as an independent variable, while customer satisfaction and repurchase intention are shown as the dependent variables, where customer satisfaction is also considered as the mediating variable. The study aims to ascertain the extent of influence of the perceived value of traditional markets on customer satisfaction and repurchase intention. We use regression analysis to verify the effects. The measurement items were already deemed as reliable and valid in the previous study, but for this purpose, we made some modifications. We distributed questionnaires to 300 consumers on a national scale, and finally used 241 consumer responses among these as a sample. We analyzed the data using the SPSS 21.0 statistical program. Results - We obtained the following results. First, the order of perceived value dimensions of traditional markets that positively impact customer satisfaction is functional value (price), social value, emotional value, and functional value (quality). Second, the perceived value sometimes directly affects repurchase intention; its effect is typically strong with customer satisfaction as a parameter. The order of perceived value dimensions that positively impact repurchase intention is social value, functional value (price), emotional value, and functional value (quality). Third, the perceived value significantly influences repurchase intention, with customer satisfaction as the mediating variable. Conclusions - We should recognize the importance of perceived value in retail distribution markets, such as traditional markets. Moreover, we need to develop strategies to improve the perceived value. The practical implications of the study are as follows. First, with regards to functional value (quality; price) dimensions, we should have an appropriate assortment of high quality products that are reasonably priced. In addition, customers are satisfied with the friendly service, discounts, and other benefits provided by the merchants. Second, in terms of emotional value dimension, we need to develop differentiated events that provide fun and emotional experience to the customers. Third, in the context of social values dimension, we should strive to positively influence society to enhance social image through activities such as social services and contribution to community development. On the basis of these results, we present the implications, limitations, and future directions for the research. One of the policy implications of the study is that merchants of traditional markets must actively select customers and develop customer value. However, this study is limited in the fact that the population used for data collection is not fully representative, as the survey only covered some specific areas. Moreover, future studies could also benefit with additional research using moderating variables.

Customer Value Creation Through Customer Monitering (고객 모니터링을 통한 고객가치 창출)

  • Yang, hee-jin;Lee, myung-sun
    • Proceedings of the Korea Contents Association Conference
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    • 2007.11a
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    • pp.7-11
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    • 2007
  • Recently, as grow of digital and internet, market is change consumer orientation from provider orientation. So, if firms detect and offer customer value to cope with this environment, they can expect to positive business performance. Because customer value affect on business performance, many firms are playing diverse marketing action to create customer value. For offer important value to customer, firms must monitering continuously on environment change and customer trend. So, The purpose of this paper is to analyze on customer value factors through customer monitering action.

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The Effect of the Medical Service Quality and Emotion on Perceived Value - Focused on Moderating Effect of Regulatory Focus Theory- (의료서비스 품질요인이 감정과 지각된 가치에 미치는 영향에 관한 연구 -자아규제초점의 조절효과를 중심으로-)

  • Seol, Sang-Cheol;Park, Jong-Hwan;Jang, Tae-Yong
    • Korea Journal of Hospital Management
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    • v.16 no.3
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    • pp.115-132
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    • 2011
  • Prior research in medical service field have mainly focused on service quality, satisfaction, and choice attributes of hospital. However, a little research has been done on "Which service quality attributes are more preferred by customer motivation(customer regulatory focus)". This study examines how regulatory focus affects the structural impact relationships of service quality and emotion(quiescence) on perceived value in medical service context. Especially, this research draws the moderating effects of regulatory focus between medical service quality, emotion, and perceived value. The Results were summarized as follows: The relative impacts of medical service quality on customer emotion are different depending upon the regulatory focus. Hospital reputation is shown to be more important factors in prevention-oriented customer, while physical environment is the case in promotion-oriented customer. The relative impacts of medical service quality and emotion on perceived value are different depending upon the regulatory focus. Hospital reputation, convenience, and accessibility are shown to be more important factors in promotion-oriented customer, while physical environment is more important in prevention-oriented customer. Also, emotion has a positive influence on perceived value in prevention-oriented customer, whereas the effect of emotion is not significant in promotion-oriented customer.

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A Study on the Interrelationship Among Healthcare Service Quality, Customer Satisfaction, Hospital Loyalty and the Mediation Role of Medical Service Value and Hospital Reputation (지방의료원의 의료서비스 품질과 가치, 명성, 고객만족 및 병원애호도 사이의 상호관련성 연구)

  • Kang, Hyun-Soo;Rhee, Munsung;Hyun, Sook-Jung
    • Korea Journal of Hospital Management
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    • v.20 no.4
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    • pp.1-13
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    • 2015
  • This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.