Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context

Alzoubi, Haitham M.; Alshurideh, Muhammad; Kurdi, Barween Al; In’airat, Mohammad

doi:10.5267/j.uscm.2020.2.005

Cited by 196 publications

(112 citation statements)

References 1 publication

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“…5.1.4 Hypotheses testingpath coefficient. The structural equation model was used with Smart PLS having maximum likelihood estimation to find out the interdependence of various theoretical constructs of the structural model (Alzoubi et al, 2020). In this way, the proposed hypotheses were analyzed.…”

Section: Constructs Itemsmentioning

confidence: 99%

The moderation effect of gender on accepting electronic payment technology: a study on United Arab Emirates consumers

Alshurideh

Kurdi

Masa'deh

et al. 2021

RIBS

141

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Purpose This paper aims to investigate if perceived security, trust and perceived privacy affect both perceived usefulness and perceived ease of use. Also, the study explores if trust, perceived usefulness and perceived ease of use influence consumers’ intentions to use the e-payment system which is supported by testing the moderation effect of gender on the intention to use such systems in the higher education institutes. Design/methodology/approach In total, 850 participants from United Arab Emirates (UAE) universities have filled an online questionnaire prepared for these aims. The survey instrument is composed of 22 items. The primary data was used to test the study model, proposed constructs and the study hypotheses using the Smart PLS Software. Findings The research confirmed that perceived security, trust and perceived privacy affect both perceived usefulness and perceived ease of use. Also, the study found that trust, perceived usefulness and perceived ease of use have anticipated the significance of consumers’ intention to use e-payment system which is found also moderated by gender. Research outcomes indicated an important contribution towards the acceptance of e-payment systems and the common design of e-commerce systems. Originality/value Research outcomes have indicated an important contribution toward the acceptance of e-payment systems and the common design of e-commerce systems. Additionally, this study helped in increasing the reader’s understanding of various aspects of e-commerce, specifically consumers’ trust and privacy protection which consequently allows the online sellers to formulate appropriate strategies and actions imperative to serve the online purchasers and target the internet users.

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Section: Constructs Itemsmentioning

confidence: 99%

The moderation effect of gender on accepting electronic payment technology: a study on United Arab Emirates consumers

Alshurideh

Kurdi

Masa'deh

et al. 2021

RIBS

141

View full text Add to dashboard Cite

show abstract

“…There are several previous research found and also supports the influence of perceived price on customer satisfaction by (Al-msallam, 2015;Alzoubi et al, 2020;Andrés-Martínez et al, 2014;Asadi et al, 2014;Erjavec et al, 2016;Gumussoy & Koseoglu, 2016;Konuk, 2019;Muskat et al, 2019) Previous studies that support Martín-Consuegra et al (2007) have a positive influence between price perception and customer satisfaction.…”

Section: Perceived Price Fairnessmentioning

confidence: 59%

“…are following the research conducted by Muskat et al (2019), Konuk (2019), Kaura et al (2014) and Alzoubi et al (2020). They found that price perception has a positive and significant effect on customer satisfaction.…”

Section: Resultsmentioning

confidence: 79%

“…Price perceptions related to price fairness in several previous studies influence customer satisfaction (Alzoubi et al, 2020;Muskat et al, 2019;Severt et al, 2020), and in the end, price perceptions will affect customer loyalty (Cakici et al, 2019;Wibowo et al, 2014) and customer satisfaction as an intermediary between price perception and customer loyalty (Konuk, 2019;Susanti, 2019). This paper seeks to complement several previous studies focusing on examining the effect of e-service quality and perceived price fairness on customers' loyalty with customer satisfaction as an intervening factor.…”

Section: Introductionmentioning

confidence: 84%

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The Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction as Intervening Study on Online Shopping Site in Indonesia

Octaviani

Rizan

2021

jdmb

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This study examines the effect of e-service quality and perceived price fairness on customer loyalty with the intervening role of customers’ satisfaction in the online shopping site in Indonesia. The research method uses a quantitative research design with a survey model. The sample used in this study is Lazada consumers which consists of five large cities in Indonesia (Jakarta, Bogor, Depok, Tanggerang, and Bekasi City) and have done online shopping site at Lazada at least once in the last six months. The object of this research were the 200 customer respondents who had made purchases on the largest online shopping site platform of Indonesia, Lazada. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the e-service quality and perceived price fairness affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between e-service quality and perceived price fairness on customer loyalty. Third, e-service quality and perceived price fairness directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the online shopping site a good quality and perception about price could positively influence customers but not necessarily form loyalty.

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“…Internet of things was initially developed to help connect the globe to an internet platform. Since its introduction, millions of businesses, individuals, and other devices have been connected via IoT [41]. This shows that it has been a…”

Section: Introductionmentioning

confidence: 99%

Improving IoT Privacy, Data Protection and Security Concerns

Lee

Ahmed²

2021

IJTIM

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IoT has continued to evolve over the years with a promise to provide the users with effective means to interact, communicate, transact and create strong relationship. The invention and the development of IoT have created benefits for many businesses and individuals. However, as the IoT continues to evolve and develop, it has been subjected to certain threats and vulnerabilities. The common vulnerabilities notable in IoT include the security, privacy and data protection concerns. These issues have not been addressed by many scholars thus necessitated the need for this research study. Therefor the research study was concerned with the developed of a new IoT model that can enhance the security and privacy of the users of the IoT. The results indicate that the new model can be effective in addressing the needs of the IoT users. However, it noted that future research studies are still needed to improve the performance of the IoT security models.

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Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context

Cited by 196 publications

References 1 publication

The moderation effect of gender on accepting electronic payment technology: a study on United Arab Emirates consumers

The moderation effect of gender on accepting electronic payment technology: a study on United Arab Emirates consumers

The Effect of E-Service Quality and Perceived Price Fairness on Customer Loyalty Which Customer Satisfaction as Intervening Study on Online Shopping Site in Indonesia

Improving IoT Privacy, Data Protection and Security Concerns

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