Assessing the effects of perceived quality and perceived value on customer satisfaction

Samudro, Andreas; Sumarwan, Ujang; Simanjuntak, Megawati; Yusuf, Eva Z

doi:10.5267/j.msl.2019.11.001

Cited by 63 publications

(55 citation statements)

References 34 publications

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“…Satisfaction (β 4 ) = 0.047 or 4.7%, which shows that one-percent increase in satisfaction of customers increases 4.7% of customer retention level because of its positive beta value if the remaining variables remained controlled.is shows that there is a positive relationship between satisfaction and customer retention and satisfaction has clear significant effect on customer retention. is result maintains what is stated with studies done in[21][22][23]30].…”

supporting

confidence: 90%

“…It was proposed that when perceived service quality is high, then it will lead to increase in customer satisfaction. Several researchers found that customer satisfaction significantly influences customer retention in various sectors, namely, insurance company [21], life insurance services [22], and banking [19,23] and also argued that customer satisfaction will improve customer retention. is has resulted in the following hypothesis: H 4 : customer satisfaction has a significant effect on customer retention.…”

Section: Relationship Between Satisfaction and Customermentioning

confidence: 99%

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Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

Chikako

Hamu

2021

Advances in Operations Research

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The main objective of this study was to assess customers’ relationship management practices of Oromia Credit and Saving Share Company, Bule Hora city branch in Bule Hora, Ethiopia. Customer relationship management (CRM) as a strategy has gained tremendous interest among researchers and practitioners in recent times. Thus, this study tried to assess the status and ways CRM has been put in for practice by Oromia Credit and Saving Share Company (OCSSCO). In addition, this study considers different CRM dimensions such as empathy, bonding and satisfaction, and responsiveness. To achieve the objective of the study, primary data were collected through a questionnaire from a sample of 246 Oromia Credit and Saving Share Company customers of Bule Hora city branch, Bule Hora, Ethiopia, by using simple random sampling technique. The data collected through the questionnaire were analyzed using descriptive statistical analysis method and inferential statistics by using SPSS version 20 as a tool of data analysis. The study clearly revealed that the four CRM dimensions are strongly related. Thus, from the perspective of customers as well as management bodies of the Oromia Credit and Saving Share Company, CRM has a significant influence on customer retention and loyalty of the organization. Generally speaking, microfinance institutions are in need of doing a lot of CRM-based customer-focused practices.

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supporting

confidence: 90%

Section: Relationship Between Satisfaction and Customermentioning

confidence: 99%

Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

Chikako

Hamu

2021

Advances in Operations Research

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“…According to Reid and Sanders (2011) factors such as product design and quality; competitive pricing, and ability of products/services to fulfill market need promote customer satisfaction. Factors such as cycle time and timely delivery of products contribute to service quality, which enhances customer satisfaction (Samudro et al, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Satisfaction and Customer Loyalty in the Post-Crisis Banking Sector of Ghana

Boateng¹,

Adesi²,

Yeboah³

et al. 2021

JMCR

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The banking industry is immensely important to the socioeconomic development of emerging economies by facilitating the exchange of money between depositors and borrowers. The banking industry in Ghana is facing corporate governance challenges, which has led to non-performance and subsequent withdrawal of operating licenses. The withdrawal of the licenses by the Bank of Ghana has impact on customer loyalty and satisfaction, which has not been significantly investigated in a post crisis banking sector of Ghana. This has resulted in many companies undertaking numerous product design and innovation to satisfy customers. This study therefore is aimed at investigating the relationship between customer satisfaction and customer loyalty in the post crisis banking sector of Ghana. The study adopts the positivist traditional stance with a quantitative approach. Participants were drawn from among the customers of universal banks in Ghana. The purposive sampling technique was used to administer 250 questionnaires to customers of universal banks in Ghana in which 170 usable questionnaires were retrieved for analysis with a response rate of 68 per cent. The investigation revealed that customer satisfaction variables have significantly influenced the loyalty of customers of banks involved in this study. The results indicated that tangibles, reliability, responsiveness, assurance and empathy, and dimensions of service quality have positive influence on customer satisfaction.The investigation largely focused on quantitative analysis of results, hence; a further study adopting the qualitative approach would contribute to the body of knowledge on customer loyalty and satisfaction in the banking sector. This study provides a strong evidence for banks that have been negatively impacted by the banking crisis in Ghana and want to recover from the associated impacts on their customers to enhance their customer satisfaction by improving the tangibility and reliability of services to clients. It is recommended that Banks in Ghana focus on achieving high customer satisfaction by focusing on high quality services delivery based on the service quality dimensions.

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“…Perceived value is a trade-off between total benefits received and total sacrifice by considering a supplier's offering and price (Lam et al, 2004;Samudro et al, 2020Samudro et al, , 2018b. Although sacrifice can be in either monetary or non-monetary terms (Mayr et al, 2012), Patterson and Spreng et al, 1997, p. 424) claim that emotional elements may not be relevant in an industrial relationship.…”

Section: Perceived Valuementioning

confidence: 99%

The model development of industrial brand loyalty: Assessing the rational and emotional aspects as antecedents of loyalty

Samudro

Susanti

2021

Cogent Business & Management

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The purpose of the study is to develop a brand loyalty model with perspectives from rational and emotional aspects. The research investigates the relevant antecedents of the brand loyalty model with the respondents from various industries in the chemical emulsion market. The research is a quantitative approach with SEM-PLS employed to run the data, whereas the data is conducted and collected from the field survey. The study demonstrates the robustness of the model with direct relationships between the constructs in the model. Moreover, it confirms that rational brand quality influences brand loyalty stronger than emotional brand associations; further perceived value has the weakest influence on satisfaction. Authors encourage replicated research with a broader range of product categories to validate the results. The ideal model should be able to be ABOUT THE AUTHORS

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Assessing the effects of perceived quality and perceived value on customer satisfaction

Cited by 63 publications

References 34 publications

Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

Customer Satisfaction and Customer Loyalty in the Post-Crisis Banking Sector of Ghana

The model development of industrial brand loyalty: Assessing the rational and emotional aspects as antecedents of loyalty

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