Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Abstract

Customer is considered as the king in the world of business. The issue of customer satisfaction in electronics home appliances has received greater attention from academics and practitioners. In other words, customer satisfaction is a vital consideration in marketing. With the development of technology, new and innovative electronic home appliances are available in the market. Customers purchase and use the costly electronic home appliances where the satisfaction issue is an important concern. In Bangladesh, working families find the electronic home appliance very necessary. Companies offer state-of- the-art appliances for customers' household works. Therefore, the study intends to investigate the effect of product quality (PQ), quality of service (SQ) and perceived value on customer satisfaction (CS). In addition, this study also seeks this relationship shaped by customer's perceived value (CPV) as a key mechanism and interacted by social media usage. A total of 300 households were selected on a judgmental basis from Dhaka city in Bangladesh using a structured questionnaire. Collected data were CB-SEM (AMOS-v24) and SPSS. The findings showed PQ and SQ have positive effects on CS; SQ affects, but PQ does not affect CPV. CPV has a mixing mediating effect on SQ and CS relationship and PQ and CS relationship. Importantly, the positive impact of PQ, SQ and CPV is greater on customers who exhibit higher social media use. The conceptual framework was buttressed by EDT theory. The study contributed to contextual and theoretical knowledge in regards to home appliances. The practicing managers can collect an insight of customer satisfaction for their business.

Impact of Information Quality on Customer Perceived Value, Experience Quality, and Customer Satisfaction from Using GoFood Aplication

“…Following research by An et al, (2021), useful and complete information can create a memorable experience. Hossain et al, (2020) explained that useful, high-quality information would influence consumer perceptions and create customer satisfaction; which supports the findings of this study. Information quality can contribute to the consumer behavior theory because only a few empirical studies have examined the information quality variables.…”

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

“…In his research on electronic home appliances in Bangladesh, he found that customer perceived value of electronic appliances signifies household users' satisfaction. Very recently, Uzir et al (2020aUzir et al ( , 2021 had similar findings of perceived value on satisfaction in the home appliances market. In mobile phone users, Fazal and Kanwal (2017) that customer value impacts customer satisfaction.…”

“…This study used the quality of service to mean the service that a company provides during the purchasing and installation of a product (electronic items) and after-sale service (delivery service, installation service, and repair service). As electronic items need some assistance to be associated with functioning and maintenance (Bei and Chiao 2006), this study denotes the quality of service as service for functioning and maintaining physical products such as installation, repairing, and after-sale service (Uzir et al 2020a).…”

“…Similarly, Gök et al (2019) and Hamzah and Shamsudin (2020) found a significant relationship between product quality and customer satisfaction among mobile users. Uzir et al (2020aUzir et al ( , 2021 conducted their different studies on electronic home appliances and unearthed that functional quality and its performance satisfy the customers in populated and developing countries. These findings contribute to formulating the following hypothesis: H1: Product quality has a significant and positive effect on customer satisfaction.…”

“…A highly recognisable brand's success depends on the delivery of a high quality and high-performance product by retailers to attract and retain loyal customers (Gürbüz 2008). A loyal customer affects others such as family members, friends, relatives, and peer groups to purchase the same or similar products from the same brand (Ghazzawi and Alharbi 2019;Herhausen et al 2019;Uzir et al 2020aUzir et al , 2021 and contributes to higher sales and business profit . A loyal customer who trusts their favourite brand spends more on a purchase (Shamsudin et al 2018b).…”