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This study develops and tests an integrative model to examine the relationships among customer value, satisfaction and behavioral intentions based upon a typology of consumer search behaviors. The model was tested using surveyed data from 546 customers of car insurance in Melbourne, Australia. The findings demonstrate that each type of consumer (pa...
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This article aims to attempt to analyze the customer preference and satisfaction of electric two-wheelers in Calicut City, Kerala, by adopting a quantitative analysis approach. The article would most basically examine the interactions between price, perceived value for money, and charging infrastructure availability as a determinant of purchase int...
The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent) perceive different levels of satisfaction and performs d...
Citations
... Chen & Dubinsky, 2003;Hackman et al., 2006;Tuncer et al., 2021;Zeithaml, 1988). At the same time, while several other studies highlighted only the mediated relationship between these two variables through satisfaction (Hume & Mort, 2010;McDougall & Levesque, 2000;Wahyuningsih, 2011), many reported both significant direct and indirect effects (through satisfaction) between these two variables (Cronin et al., 2000;W. T. Lai & Chen, 2011;F. ...
... The idiosyncratic linkage between service value and satisfaction has also been evident in prior studies. Though the value as a driver of satisfaction is asserted in many studies (Al-Ansi & Han, 2019; C. F. Cronin et al., 2000;Hackman et al., 2006;Hossain et al., 2021;Jen et al., 2011;Shukla, 2010;Slack et al., 2021), few of the studies established an insignificant linkage between the two latent variables (Ghosh et al., 2023;Ghosh et al., 2022;Ledden et al., 2011;Wahyuningsih, 2011). This study considered that service value perceptions of hotel recruiters would significantly influence their satisfaction. ...
... Contrastingly, Hypothesis 4 and Hypothesis 6 were not supported in model testing which affirmed the previous findings on the peculiarity of both direct effect of service value on satisfaction and the mediated effect (through service value) between service quality and satisfaction (Ghosh et al., 2022;Ledden et al., 2011;Wahyuningsih, 2011). Hypothesis 5 and Hypothesis 7 were supported, indicating that service quality has a positive direct effect on customer satisfaction and service value. ...
This study examined how service quality by institutes of hospitality management (IHM) in India affected hotel recruiters’ behavioral intentions of returning to campus for sustained recruitment activities. It further examined the underlying mechanisms of service value perceived by hotel recruiters, affected by the sacrifice made by hotel recruiters, as well as the satisfaction of hotel recruiters with IHM service quality and their behavioral intentions. A sample of 132 hotel recruiters from four international and domestic hotel organizations in India participated in a survey. Outcomes of structural equation modeling revealed that service quality, service value, and satisfaction were all predictors of behavioral intentions of the hotel recruiters. Sacrifice of hotel recruiters positively influenced their service value; service value perceived by hotel recruiters and their satisfaction were positively impacted by service quality; satisfaction and service value were the significant underlying mechanisms between service quality and behavioral intentions; and the relationship between service value and satisfaction was insignificant. These findings emphasize that IHMs improve performance by developing effective administrative policies and procedures that enhance the hiring intentions of hotel recruiters and in turn can elevate the reputation of the institutions with closely aligned academia-industry collaborations to achieve the sustainable development goals related to quality education.
... Clemens et al. (2009) explained that basically behavioral intentions are related to customer retention (length of relationship with customers) and customer loyalty. Wahyuningsih (2011) said that behavioral intentions occur when consumers buy a product or service for the second or more time at the same place, and it is because of this experience that consumers come back to make a purchase. ...
p>Over the past decade, the retail industry has made a systematic transition, with the advent of online and mobile shopping, reshaping consumer behavior and business models around the world. The COVID-19 pandemic has changed consumer behavior in interacting with stores, so consumers will prefer virtual stores. To provide comprehensive empirical evidence for this study, the authors will review literature relevant to brand experience, their brand equity and visit intentions. Therefore, in this study, we will find out whether there is a positive influence of brand experience on brand equity and visit intentions. This study uses quantitative methods. Data was taken using Google Form which was distributed to 50 people for the preliminary study and 200 respondents for the actual research. Data collection was done by using convenience sampling. The data obtained was processed using the SmartPls 3.0 application. The results of this study indicate that there is a positive influence between sensory and brand equity. There is no positive influence between behavior on brand equity. There is a positive influence between emotional on brand equity. There is a positive influence between intellectual and brand equity. There is no positive influence between sensory and visit intentions. There is no positive influence between behavior on visit intentions. There is a positive influence between emotional on visit intentions. There is no positive influence between intellectual and visit intentions. There is a positive influence of brand equity on visit intentions.</p
... These previous studies have seen the relationships among the constructs at an aggregate level. Based on the theory of market segmentation, it is suggested that each type of customer needs a specific approach (Wahyuningsih, 2011;Zhou et al., 2020). Each customer segment will perform different attitudes and behaviour; hence, customers will perceive different value in purchasing product (Eggert & Ulaga, 2002). ...
The COVID-19 pandemic has fundamentally changed many aspects of lives, including business and consumer behaviour. This study investigates Gen-X, Gen-Y, and Gen-Z in their change in food purchasing behaviour during the pandemic. Further, the study examines the relationships among customer value, customer satisfaction, and eWOM across three generations. It is found that (1) Gen-X, Gen-Y, and Gen-Z perceived different value during the pandemic, (2) Gen-X found to be the cohort that is most concerned with safety value in selecting food compared to the other two cohorts, meanwhile Gen-Y is the cohort with the highest concern on information value, (3) customer value has significant impact on satisfaction and eWOM for Gen-X and Gen-Z, however for Gen-Y, customer value impacts satisfaction significantly, surprisingly, it has no impact on eWOM. Managerial implications and future research directions are highlighted in this study.
... Chen & Dubinsky, 2003;Hackman et al., 2006;Tuncer et al., 2021;Zeithaml, 1988). At the same time, while several other studies highlighted only the mediated relationship between these two variables through satisfaction (Hume & Mort, 2010;McDougall & Levesque, 2000;Wahyuningsih, 2011), many reported both significant direct and indirect effects (through satisfaction) between these two variables (Cronin et al., 2000;W. T. Lai & Chen, 2011;F. ...
... The idiosyncratic linkage between service value and satisfaction has also been evident in prior studies. Though the value as a driver of satisfaction is asserted in many studies (Al-Ansi & Han, 2019; C. F. Cronin et al., 2000;Hackman et al., 2006;Hossain et al., 2021;Jen et al., 2011;Shukla, 2010;Slack et al., 2021), few of the studies established an insignificant linkage between the two latent variables (Ghosh et al., 2023;Ghosh et al., 2022;Ledden et al., 2011;Wahyuningsih, 2011). This study considered that service value perceptions of hotel recruiters would significantly influence their satisfaction. ...
... Contrastingly, Hypothesis 4 and Hypothesis 6 were not supported in model testing which affirmed the previous findings on the peculiarity of both direct effect of service value on satisfaction and the mediated effect (through service value) between service quality and satisfaction (Ghosh et al., 2022;Ledden et al., 2011;Wahyuningsih, 2011). Hypothesis 5 and Hypothesis 7 were supported, indicating that service quality has a positive direct effect on customer satisfaction and service value. ...
In evaluating the service quality of hospitality education, few studies have considered the perspectives of faculty. This study measured how service quality, service value, sacrifice, and satisfaction affected faculty’s behavioral intentions. A survey was conducted with a sample of 134 faculty members from top institutes of hotel management in India. Results showed that service quality had a significant positive indirect impact and total impact on the behavioral intentions of the faculty in institutes of hotel management; that satisfaction had a significant positive direct impact on behavioral intentions, as well as a significant mediating impact on the relationship between service quality and behavioral intentions; and that service value had a significant mediating impact on the relationship between service quality and behavioral intentions. Theoretical and practical implications are discussed. © 2022 The International Council on Hotel, Restaurant, and Institutional Education.
... ) (Ramlawati & Putra, 2018). Customer loyalty is also an indicator and key to the success of a good long-term business (Wahyuningsih, 2011) while the proposed hypothesis is as follows: ...
Health development in Indonesia aims, among others, at making quality, fair and proportionate health services accessible to the Indonesian. Various development efforts have been implemented to realize such ideal covering infrastructure, medical personnel quality, access, health service process and professional attitude presented by hospital. This research objectively aims at analyzing patient loyalty from the perspectives of service quality, image, value and satisfaction of patients of hospitals in Bandung City. 296 in-patients of hospitals type B in Bandung City chosen by accidental random sampling were taken as the sample of this research. This research employs SEM statistically processed using AMOS as its analysis test tool. The results of this research state that from 10 Hypotheses
... Behavioural intention is defined as the intention of a person to act. It is the direct component of an individual's actual behaviour since the relationship between intention and behaviour depends on the premise that human beings make decisions based on their knowledge (Wahyuningsih, 2013). Adapa and Valenzuela (2014) mentioned that consumers perceived the technological capabilities based on their understanding of the online transaction management process. ...
Digital economy has become an essential key to unlocking rural economic growth in Malaysia with the launch of the Malaysia Digital Economic Blueprint (MyDIGITAL) by the government in February 2021. Online payment is a vital component of the digital economy and should be feasible even in rural areas since more than 80% of rural households had access to mobile broadband in 2019. Nevertheless, many are still using cash-based payments to make purchases. Thus, this study aims to observe online payment acceptance, particularly in Kelantan, from the rural retailers’ perspective. The Unified Theory of Acceptance and User of Technology (UTAUT) was applied by observing three determinants of behavioural intention to adopt online payment and a quantitative research method, i.e. questionnaire distribution via social media (Facebook) to 384 respondents, was used. The results were analysed using descriptive analysis, reliability test, and Pearson’s correlation analysis. Among the three variables examined, only two significantly affected rural retailers’ behavioural intention to adopt online payment, namely security and performance expectancy. With this information, the government could prepare more targeted, proactive design interventions (e.g., training, marketing, etc.) for rural retailers who are reluctant to use online payment. Hopefully, this research can help online payment services offered in rural areas and the implementation of MyDIGITAL to unlock rural economic growth. Besides, the aim is to inspire future researchers to continue this study with more extensive and complex research.
... These perceived costs, related to the use of a product, service or experience, have generally attracted less attention on the part of researchers (Amraoui, 2005;Rivière, 2009). Beyond monetary costs, they can refer to costs in terms of time, organization, physical and mental effort, including learning, psychological and emotional costs (Rivière, 2009;Wahyuningsih, 2011). ...
This research proposes a framework for value analysis derived from a practice. We link this concept with the consumer value in marketing. The approach adopted for the value derived from a practice is bivalent, including the various reasons for valuing and devaluing the activity. We then propose a model based on the assumption that the value derived from a practice changes with the intensity of the practice. The empirical study focuses on the practice of eco-friendly gestures that aim to save electricity. The results show that the more intensified the practice, the stronger the value creation while the loss of value is reduced. In addition, a multi-group analysis allows the diversification of the value to be observed when the intensity of the practice increases. The results reveal the importance of eudemonic value, which offers a new avenue for understanding the mechanisms of appropriation of practices with societal stakes.
... Ces coûts perçus, liés à l'usage d'un produit, d'un service ou d'une expérience ont dans l'ensemble moins attiré l'attention des chercheurs (Amraoui, 2005 ;Rivière, 2009). Au-delà des coûts monétaires, ils peuvent désigner des coûts en temps, en organisation, des efforts physique et mentaux, dont ceux liés à l'apprentissage, des coûts psychologiques, ou encore émotionnels (Rivière, 2009 ;Wahyuningsih, 2011). ...
Cette recherche propose un cadre d’analyse de la valeur retirée d’une pratique. Nous établissons tout d’abord un lien avec le concept de valeur de consommation en marketing. L’approche retenue pour la valeur retirée d’une pratique est celle d’une conception bivalente, incluant les différents motifs de valorisation et dévalorisation de l’activité. Nous proposons ensuite un modèle construit sur l’hypothèse que la valeur retirée d’une pratique évolue en fonction de l’intensité de celle-ci. L’étude empirique porte sur la pratique d’écogestes électriques. Les résultats montrent que plus la pratique s’intensifie, plus sa valorisation est forte alors que sa dévalorisation est minorée. Une analyse multigroupes permet, en complément, d’observer la diversification de la valeur lorsque l’intensité de la pratique s’accroît. Les résultats révèlent notamment l’importance de la valeur eudémonique, ce qui offre une nouvelle piste pour la compréhension des mécanismes d’appropriation des pratiques à enjeu sociétal.
... Happiness is obtained or generated from experience of buying [23]. Wahyuningsih [24] found that satisfied consumers tend to use company's services for a longer period. Therefore, the second hypothesis of this study is H2: E-service quality has a positive and significant effect on e-satisfaction. ...
... Wahyuningsih [24] argued that satisfied consumers will make repeat and loyal purchases. Parallel with this argument, Swinder [19] said that satisfied consumer has the intention to repurchase and become consumer loyalty. ...
... Furthermore, this idea is supported by Wahyuningsih (2011). The researcher mentioned the significant positive influence of perceived value on behavioral intention through customer satisfaction. ...
The purpose of this research was to determine the effects of store atmosphere and perceived value on customer satisfaction and its impact on behavioral intention on the millennial segment. This type of research was a quantitative method using associative research approach and Partial Least Squares Structural Equation Modeling (PLS-SEM) methods measured by Smart-PLS 3.0. The distribution of questionnaires was a non-probability with simple random sampling. The survey was conducted to 200 college students between the ages of 17 and 30 at a café in a shopping mall in Jakarta in 3 months (December 2017 until February 2018). The result shows that the store atmosphere can be used to generate perceived value, customer satisfaction, and behavioral intention. However, store atmosphere is confirmed to be the main behavioral intention predictor directly and indirectly.
