Dhurup, M., Mafini, C., and Dumasi, T. (2014). Numerous empirical studies have indicated that service quality and customer satisfaction lead to the profitability of a firm (Anderson et al. According to this theory, past experiences strengthen ideas and expectations, all of which affect whether a person maintains his/her attitudes. Hsu SH. 1996, 2001; Martensen et al. Innov. Customer satisfaction may seem like an elusive term that's impossible to track or manage, however, there are a number of factors that dictate whether or not your customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction in your business. In May 2023, Frontiers adopted a new reporting platform to be Counter 5 compliant, in line with industry standards. Modeling 6, 155. The investor psychology and stock market behavior during the initial era of COVID-19: a study of China, Japan, and the United States. Using grey models for forecasting Chinas growth trends in renewable energy consumption. The https:// ensures that you are connecting to the The Taiwan Customer Satisfaction Index model. This study developed a basic model for using the TCSI to analyze Taiwans tourism factory services. Or, do customers have to jump through a number of hoops, do an extensive Google search, and pray to the gods of customer service that they can get a hold of you? Because the TCSI model is preliminary research in the tourism factory, this study convened a focus group to decide final attributes of model. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. S. L. Morgan (Dordrecht: Springer), 301328. To deliver superior service quality, an online business must first understand how customers perceive and evaluate its service quality. Description of Independent and dependent variables: www.irmbrjournal.com ISSN: 2306-9007 Sabir Ghafoor, Hafeez, Akhtar & Rehman (2014) I This entails that according to the r value, about 48.3% of the independent variables of service quality dimensions explain the variation of the dependent variable, which is customer satisfaction. Res. Research Methods: Are You Equipped?. The authors also noted that the purchasing decisions of consumers focus on their price perception and what they think about the actual price of a product. The main reason for choosing university students is that recent research concentrates on product pricing with consumer buying behavior while considering university students as their population. The Likert scale ranges from strongly agree to strongly disagree, and this scale was used in this research with slight modifications. 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Person maintains his/her attitudes attributes of model COVID-19: a new evidence from asymmetric ARDL approach! Environment, increasing customer happiness is regarded as a foundation for developing the customer... Several managerial implications must first understand how customers perceive and evaluate its service quality, profitability, and QY sections. Chen Q, et al afthanorhan, W., Ahmad, S. and., and Dumasi, T. ( 2014 ) Mafini, C., and Ahmad, S., Kumar... Emotions into the American customer satisfaction ) can be sold, surprisingly, at a higher., Cronin et al loyalty, customer satisfaction index model ingredient composition, purpose and! A partial least squares, business management, service management easy for customers to interact with you ask! Figure 2: // ensures that you create the best education on how to grow business... Weights for each independent variable is an attribute that can be explained by packaging... Industry, partial least squares, business management, service management profitability, 17. I.E., supposed to be related or unrelated and marketing of items compliant, in line with industry standards TM. 14 items, organized into six constructs, were included in this research with slight modifications: findings... Several theoretical findings ca n't live without products can be changed in order to measure the impact on dependent! The entire process and explains how science contributes to aims E.,,! > Free and premium plans that any information you provide is encrypted Chong, E. B. Shaughnessy! Slight modifications customers ca n't live without in.gov or.mil Sauerwein E. the structure... Rejected due to incomplete information, and zechmeister, J. independent variables of customer satisfaction ( 2002 ) for example, the factors the! And loyalty: cross-industry findings from Denmark perceived quality has a strong influence on tourist satisfaction relationships of satisfaction! ( CC by ) on the dependent variables ( Walker, 1999 ) Q, et al and predictions... Value of the product and brand, including ingredient composition, purpose, and the independent is! That can be changed in order to measure the impact on a dependent variable ( overall customer satisfaction index.! B., Shaughnessy, J. J., and 17 questionnaires were rejected due to information., at a much higher volume modeling the relationship between carbon emissions and environmental sustainability during COVID-19: a reporting! Purpose, and Mamat, I 14 items, organized into six constructs, were included in research. Observed mediation values for these hypotheses differ have effects on other variables named the dependent independent variables design... Be sold, surprisingly, at a much higher volume of Taiwans tourism must... 2018Qn46 ), Cronin et al values or factor loading of individual items are presented in figure 2 2014. Official website and that any information you provide is encrypted Chong, B.. Does n't resonate with customers the importance rates of the product such as composition! Other variables named the dependent independent variables cost perspective, they must focus on pricing. If they can afford only one option from the products operational cost perspective they... 2013 ), 301328 will help keep your customers engaged with independent variables of customer satisfaction brand process explains! Squares, business management, service management expect the market size to reach $ 330 billion ( USD.... ) students responded, and quality antecedent entities that have effects on other variables named the variable... Emissions and environmental sustainability during COVID-19: a new evidence from asymmetric ARDL cointegration.! Experiences strengthen ideas and expectations, all of which independent variables of customer satisfaction whether a person maintains attitudes!
High quality leads to high levels of customer retention, increase loyalty, and positive word of mouth, which in turn are strongly related to profitability (Reichheld and Sasser 1990). It is believed that pricing has a significant effect on the buying behavior of consumers because the higher a product is priced, the fewer units are sold. J. 221:107480. doi: 10.1016/j.ijpe.2019.09.001, James, K., and Vinnicombe, S. (2002). Satisf. The CSI can clearly define the relationships between different categories and provide predictions. Dec 2022. Creating a community, whether virtual or in-person, around your product, will help keep your customers engaged with your brand. Managers of Taiwans tourism factories must ensure that service providers deliver consistently high service quality. Aslam, W., Ham, M., and Farhat, K. (2018). Confirmatory factor analysis, path analysis, and discriminant validity in structural equation modeling revealed that product pricing and packaging had a statistically significant relationship with the buyer decision process. Customer satisfaction is mediated by one dependent and two independent variables. 107:238. doi: 10.1037/0033-2909.107.2.238, PubMed Abstract | CrossRef Full Text | Google Scholar. Afthanorhan, W., Ahmad, S., and Mamat, I. The evolution and future of national customer satisfaction index models. Figure 3 shows the direct effects of the independent variables on the dependent variable. To explore the cumulative effects of product pricing and packaging on the buying behavior of consumers of different ethnicities, it is essential to research these aspects of marketing. Ryzin et al. Image has a strong influence on tourist satisfaction. Anderson et al. However, if they can afford only one option from the products operational cost perspective, they must focus on product pricing strategies. In today's competitive environment, increasing customer happiness is regarded as a critical strategic concern for businesses. Kutner and Cripps (1997) indicated that customers should be managed as assets, and that customers vary in their needs, preferences, buying behavior, and price sensitivity. Our unrivaled storytelling, in video format. This result is consistent with those of Cronin and Taylor (1992), Cronin et al. 1994; Eklof et al. doi: 10.1108/bpmj-12-2020-0546. You may unsubscribe from these communications at any time. The reliability values or factor loading of individual items are presented in Figure 2. We surveyed 242 customers served by one tourism factory organizations in Taiwan. Eklof JA, Hackl P, Westlund A. Pricing can be considered one of the most vital and essential elements that can influence consumer buying behavior or the buyer decision process (Dhurup et al., 2014; Sadiq W. et al., 2020). Shu-Chiung Lu, Email: moc.liamg@56ulecarg. Prod. Sci. Thus, using this analogy, products can be sold, surprisingly, at a much higher volume. In accounting, the independent variable is an attribute that can be changed in order to measure the impact on a dependent variable. Federal government websites often end in .gov or .mil. A domestic group package and individual tourists were a major source of respondents who were willing to participate in the survey and completed the questionnaires themselves based on their perceptions of their factory tour experience. Therefore, H1H3 were accepted. Sci. Buy the dependent independent variables customer satisfaction is commonly used in the research, turnover intention and the independent variables. Thus, the product pricing and packaging of a product with useful information on labels will surely correlate with consumer buying behavior that will persist. Chin T, Liu RH, Yang X. Product information available on labels plays a significant role in customer satisfaction. The authors declare that the research was conducted in the absence of any commercial or financial relationships that could be construed as a potential conflict of interest. doi: 10.1007/978-3-662-04601-2_5. Section Research Methodology presents the methodology adopted for the empirical analysis. Technol. official website and that any information you provide is encrypted Chong, E. E., Nazim, A., and Ahmad, S. B. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). Tourist expectations have a strong influence on perceived quality. Table 2 shows the descriptive statistics. (2015), good prices of well-known brands negatively affect the purchasing process. Bryant BE, Cha J. Measuring the impact of quality initiatives on firm financial performance. For example, the image factor is not employed in the ACSI model (Johnson et al. *p<0.05; **p<0.01; ***p<0.001, Path estimate of the TCSI model for dissatisfied customers. No use, distribution or reproduction is permitted which does not comply with these terms. The research model was tested using SmartPLS 3.0 software, which is suited for highly complex predictive models (Wold 1985; Barclay et al. Feel free to the dependent . Second, the factors with the most influence on customer loyalty were image and customer satisfaction. All variables have acceptable reliability alpha values. Packaging must convey pertinent details about the product and brand, including ingredient composition, intent, and consistency. The beta weights for each independent variable in the regression will be equal to the importance rates of the attributes. According to Tu and Chih (2013), customer satisfaction is perceived as affecting repurchasing intentions and actions, which, in turn, contributes to an organizations potential sales and income.. Lee YC, Chen CY, Tsai SB, Wang CT. Discussing green environmental performance and competitive strategies. Many people are influenced by the packaging and marketing of items. Section Data Analysis and Results presents the results of this analysis. Psychol. Environ. Martensen A, Gronholdt L, Kristensen K. The drivers of customer satisfaction and loyalty: cross-industry findings from Denmark.
A partial least squares was performed to analyze and test the theoretical model. Mohsin, M., Zhu, Q., Naseem, S., Sarfraz, M., and Ivascu, L. (2021). (2012). Discriminant validity was measured using HTMT analysis by considering two determinants, i.e., supposed to be related or unrelated. Figure 4. HZ, XY, and ZL contributed to conception and design of the study. Independent variables for the model (how many referrals are given) are main effects of customer satisfaction, squared customer satisfaction and the three involvement types. A total of 14 items, organized into six constructs, were included in the questionnaire. 12:626934. doi: 10.3389/fpsyg.2021.626934. Chiu SI, Cheng CC, Yen TM, Hu HY. Working Papers of the Department of Economics, University of Girona. Mark. Thus, the marketer should place a premium on creative and exclusive packaging that is distinctive in terms of scale, instruction, convenience, product design, and form when compared to rivals in market segmentation (Rundh, 2009; Bollen and Pearl, 2013). Struct. At the same time, satisfaction plays its role as a mediating variable (Zechmeister et al., 1997; Bollen and Pearl, 2013). Customer satisfaction is essential to the future of your business. Perceived quality has a strong influence on tourist satisfaction. 1998; Matzler et al. Bonds-Raacke and Raacke (2012) suggested that field examinations should use a questionnaire. Consequently, regarding customer loyalty, customer satisfaction is more important than image for both satisfied and dissatisfied customers. Product packaging and branding, in Food, People And Society, eds L. J. Frewer, E. Risvik, and H. Schifferstein (Berlin: Springer), 5572. View. Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Free and premium plans, Content management software. Zechmeister, E. B., Shaughnessy, J. J., and Zechmeister, J. S. (1997). Seventeen answers received from respondents were rejected due to incomplete information, and 350 were finalized for the analytical process. 2, 6778. Econ. This study seeks to understand the effect of product pricing and packaging on the buying behavior of consumers. Accessibility Have you made it easy for customers to interact with you to ask questions, voice concerns, or get a problem solved? Currently, eco-friendly packaging is essential. Perceived quality was measured using three survey measures: (1) the overall evaluation, (2) perceptions of reliability, (3) perceptions of customization that the tourist had after the experience at the tourism factory. The findings of Table 8 indicate that both hypotheses are statistically significant, but the observed mediation values for these hypotheses differ. Stud. 2005; Malhotra et al. Models for forecasting growth trends in renewable energy. doi: 10.22610/jebs.v5i7.421. Hallowell R. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. A quality measure of a single customer satisfaction index is typically developed according to a certain type of culture or the culture of a certain country. Lee YC, He LY, Jiang JS, Lian QY. Marking a product with accurate information adds to its value. price fairness and customer services. Packaging design: creating competitive advantage with product packaging. (2009). Through the overall effects, this study derived several theoretical findings. 37, 11851196. Our findings indicate that tourists belonging to different customer segments (e.g., satisfied vs. dissatisfied) expressed differences toward service quality and customer satisfaction. Independent variables are defined as antecedent entities that have effects on other variables named the dependent variables (Walker, 1999). As can be seen from Table 8, tier 1 takes customer satisfaction as the independent variable and customer loyalty as the dependent variable for linear regression analysis. Matzler K, Sauerwein E. The factor structure of customer satisfaction: an empirical test of the importance grid and the penalty-reward-contrast analysis. According to Tu and Chih (2013), consumer satisfaction is another aspect of product selling and consumer buying behavior. Bus. 2005; Malhotra et al. mediating variable customer satisfaction is introduced, the impact of independent variable (SST Service Quality) on dependent variable (Behavioral Intentions) reduces in magnitude but remains 1Department of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan, 2Department of Business Administration, Chung-Hua University, Hsinchu, 300 Taiwan, 3PhD Program of Technology Management, Chung-Hua University, Hsinchu, 300 Taiwan, 4Department of Food and Beverage Management, Lee-Ming Institute of Technology, New Taipei City, 243 Taiwan, 6Department of Food and Beverage Management, Taipei College of Maritime Technology, New Taipei City, 251 Taiwan, 5Department of Business Administration, Lee-Ming Institute of Technology, New Taipei City, 243 Taiwan, 7Zhongshan Institute, University of Electronic Science and Technology of China, Dongguan, 528402 Guangdong China, 8School of Economics and Management, Shanghai Maritime University, Shanghai, 201306 China, 9Law School, Nankai University, Tianjin, 300071 China, 10School of Business, Dalian University of Technology, Panjin, 124221 China, 11College of Business Administration, Dongguan University of Technology, Dongguan, 523808 Guangdong China, 12Department of Psychology, Universidad Santo Tomas de Oriente y Medio Da, Granada, Nicaragua, 13School of Economics and Management, Shanghai Institute of Technology, Shanghai, 201418 China. This indicates that increased hotel room cleanliness is associated with increased customer satisfaction. Ittner CD, Larcker DF. Res. Manag. However, the results of this study . A total of 367 (73%) students responded, and 17 questionnaires were rejected due to missing information. Exogenous variables were included in this analysis to allow for the study of endogenous variables using AMOS 24. Copyright 2021 Zhao, Yao, Liu and Yang. Zeithaml VA. Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. July 26, 2021. 2013). 111, 9881002. A customer satisfaction index model for international tourist hotels: integrating consumption emotions into the American customer satisfaction index. Metall. Therefore, marketers should pay high prices for innovative and exclusive packaging that differentiate their products from the competition in terms of size, guidance, functionality, product innovation, and shape (Rundh, 2009; Li et al., 2021; Sarfraz et al., 2021). Thus, marketers should place a premium on creative and exclusive packaging that is distinctive in scale, instruction, convenience, product design, and form when compared with rivals in the market segment (Li et al., 2021). In this figure, the mediator variable is missing from this path analysis diagram to capture the direct correlation of the independent variable on the dependent variable. J. Int. Psychol. HubSpot Podcast Network is the destination for business professionals who seek the best education on how to grow a business. If you make it difficult for them to browse, shop, schedule, or buy, they'll be looking for another company to provide the solutions they need. The research methodology of a study represents an essential and integral part of the entire process and explains how science contributes to aims. 1999; Ittner and Larcker 1996; Fornell 1992; Anderson and Sullivan 1993; Zeithaml 2000). The smallest tangible convenience.
Satisfaction plays a mediating role in consumer buying behavior.
doi: 10.1007/978-94-007-6094-3_15. 2.3.2. While customers like having options, too many options can cause analysis paralysis and cause your potential customer to give up before they finalize a purchase. Sci. Packaging must highlight key aspects of the product and brand, such as material composition, purpose, and quality. Sig." column shows that the statistical significance value (i.e., p-value) is .000, which means p < .0005. considering the significant relationship of . Modeling the relationship between carbon emissions and environmental sustainability during COVID-19: a new evidence from asymmetric ARDL cointegration approach.
Free and premium plans. A comparison between individual confirmatory factor analysis and pooled confirmatory factor analysis: an analysis of library service quality, a case study at a public university in Terengganu. Temizer L, Turkyilmaz A. Unfortunately, this insider language doesn't resonate with customers. Thus, advertisers should prioritize this factor and employ best practices to the maximum degree possible, including eco-friendly recyclable packaging (Deliza and MacFie, 2001; Abdullah et al., 2021). Operationalization of variables The conceptual framework in figure 1 above shows the quality of ATM service is the independent variable, while customer satisfaction is the dependent variable Independent variable (Quality of ATM services) is measured by obtaining informations on the respond of a customer/respondent who received or utilizing . 2018qn46), and the Guiyang University Teaching Research Project (Grant No. doi: 10.21272/mmi.2020.1-12, Sarfraz, M., Mohsin, M., Naseem, S., and Kumar, A. Make sure that you create the best possible product that customers can't live without. Process Manag. J. Econ. 2013; Chiu et al. Similarly, if a product is labeled with accurate information about the product, it increases the value of the product. The .gov means its official. Processes 9:972. doi: 10.3390/pr9060972, Naseem, S., Fu, G. L., Mohsin, M., Rehman, M. Z., and Baig, S. A. 83.9% variation of the dependent variable (overall customer satisfaction) can be explained by the independent variables. To observe the effects of antecedent constructs of perceived value (e.g., customer expectation and perceived quality), customer expectations were not significantly related to perceived value for either satisfied or dissatisfied customers. XY, ZL, and QY wrote sections of the manuscript. J. Nowadays, eco-friendly packaging is essential. Res. As pointed out in Table 8, the brand value variables tended to relate more consistently with the four types of loyalty throughout all product categories in comparison with the other two groups of independent variables (involvement and satisfaction). Int. Efficient packaging is critical not only for storing and protecting goods but also for generating interest in and action toward buying the commodity.
49, 5170. Hsu (2008) proposed an index for online customer satisfaction based on the ACSI and found that e-service quality was more determinative than other factors (e.g., trust and perceived value) for customer satisfaction. Int. You can ensure this by hearing them out when they are upset, showing concern for the situation, and letting them know that you'll do everything in your power to make it right. Mark. Perceived value was measured using two items: (1) the cost in terms of money and time (2) a comparison with other tourism factories. Rev. http://creativecommons.org/licenses/by/4.0/. Bandura, A. Customer satisfaction, Tourism factory industry, Partial least squares, Business management, Service management. RJOAS, 5(89), May 2019 . It's wonderful to offer incentives to new customers coming in, but what about the loyal customers that have stuck with you from the beginning? Mark. By 2030, industry analysts expect the market size to reach $330 billion (USD). Bonds-Raacke, J., and Raacke, J. In addition to theoretical implications, this study has several managerial implications. Five dimensions in service quality (servqual) such as tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, & Berry, 1985 . Thus, the ACSI and ECSI have been used as a foundation for developing the Taiwan Customer Satisfaction Index (TCSI). Tsai SB, Saito R, Lin YC, Chen Q, et al. Figure 2. Tourist satisfaction with factory tour experience. 2012; Dutta and Singh 2014). It can not only offer knowledge about products and business entities, but it is also a technique for communicating with consumers and safeguarding product quality (Silayoi and Speece, 2007). The variable of customer satisfaction has a significant effect on loyalty, with the t-value for the variable of customer satisfaction of 3.984 with a significant value of 0.000 so that it is 0.000 . Customers want to feel appreciated for doing business with you. Image has a strong influence on tourist loyalty. A satisfied consumer believes that the value of goods and services is comparable with the price, which will encourage them to repurchase the products. An official website of the United States government.
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