Investigation of Link between Customer Satisfaction and Customers Price Sensitivity

Aligholi, Mansoureh; Heydari, Shokoofeh; Shahbazi, Hossein

doi:10.5901/mjss.2014.v5n20p3098

Cited by 3 publications

(3 citation statements)

References 13 publications

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“…Therefore, these findings are in line with our hypotheses H17 and H18. However, the findings are opposed to those findings of Aligholi (2014) and F. Meng et al (2022), when perceived efficiency and functional benefits create satisfaction, it makes users in Indonesia more sensitive to price changes.…”

Section: Empirical Discussioncontrasting

confidence: 86%

“…Referring to the study of M. Meng and Sego (2020), their study focuses on the relationship between efficiency, satisfaction, and behavioral intention (repurchase intention, word-ofmouth, price sensitivity) in mobile retailers in China. Aligholi (2014) argued that benefits as the output of a transaction that is commensurate with the information, effort, money, and time (input) that creates satisfaction and leads to decreased price sensitivity. Therefore, we propose the following hypotheses:…”

Section: Hypothesis 7: Efficiency Of M-commerce Increases the Emergen...mentioning

confidence: 99%

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Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model

Susanto,

Hoque,

Nisaa

et al. 2023

Sage Open

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This study explored the antecedents of m-commerce continuance usage intention and their impact on the price sensitivity of Indonesian m-commerce customers. The study also incorporates contextual factors, such as perceived risk, trust, efficiency, and functional benefits, into the model to investigate their impact on the satisfaction of m-commerce users. Moreover, it examines how the efficient and functional benefits of m-commerce affect price sensitivity. The study employed online questionnaires to gather data from m-commerce users in Indonesia. The hypothesis was tested using a partial least squares technique with Smart-PLS. This study demonstrates that user satisfaction with mobile commerce has a significant impact on their intention to continue using it, which in turn affects their price sensitivity. The study found perceived risk, trust, efficiency, and functional benefit to be significant determinants of satisfaction in m-commerce usage. The study also found that trust, efficiency, and functional benefits influence the continuance use of m-commerce, while perceived risk is not an intervening variable for continuance intention among m-commerce users. Furthermore, the results show that perceived risk, trust, and functional benefit influence a user’s price sensitivity, whereas efficiency was not found to be a determinant in influencing price sensitivity. However, the study found that continuance usage intention and satisfaction serially mediated the link between efficiency and price sensitivity, as well as the link between functional benefit and price sensitivity. The outcome of this study would be useful for managers and practitioners who find it difficult to retain their customers’ continued intention to purchase their products and services.

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Section: Empirical Discussioncontrasting

confidence: 86%

Section: Hypothesis 7: Efficiency Of M-commerce Increases the Emergen...mentioning

confidence: 99%

Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model

Susanto,

Hoque,

Nisaa

et al. 2023

Sage Open

View full text Add to dashboard Cite

show abstract

“…This view of consumption experience suggests that satisfaction includes both cognitive and emotional dimensions. This is supported by many marketing scholars, including Oliver (1993), Homburg et al (2006), Aligholi, Heydari and Shahbazi (2014) and Narteh (2015). According to the cognitive-affective view, customers cognitively assess and consume the service offered to them and participate in the service production and service delivery processes, which enable them to emotionally assess the service quality of the available offerings.…”

Section: Literature Reviewmentioning

confidence: 99%

An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa

Mpwanya

2019

Global Business Review

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This study examines the overall customer satisfaction (OCS) with the service delivery of mobile network operators (MNOs) in South Africa. The study adopted a quantitative method and followed a survey research design involving 2013 cell phone users located across various South African metropolitan cities. These cell phone users were conveniently sampled by means of structured questionnaires and the data collected were analysed using Stata, the Statistical Software Package. The findings from the Minnesota Customer-Satisfaction Index (MnCSI) reveal that there is a high level of customer satisfaction regarding the services received from MNOs. Despite the high rate of OCS, an alarming proportion of dissatisfied customers was also found. Such a proportion of customer dissatisfaction needs to be investigated and appropriate improvement measures are urgently needed. The study found a significant difference in perception regarding OCS, with respect to monthly income and according to the metropolitan cities in South Africa. On the other hand, no significant difference in perception was observed on the OCS in terms of gender and occupation. The study extends the current literature on customer satisfaction globally and in South Africa and provides some managerial implications.

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The effect of front desk employees' characteriestics on the first impression of customers and customers' satisfaction

Shao¹

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Front desk employees are the face as well as one of the most important departments of a hotel, and their performance is central to customers' first impressions of the hotel. Moreover, customers' first impressions will influence their satisfaction with the check-in experience and, furthermore, with the entire stay at the hotel. Therefore, this study aimed to identify the service providers' characteristics that affect customers' first impressions. Further, this study examines how front desk employees' first impressions influence customer satisfaction with the check-in experience. This study used a survey that included general demographic characteristics, after which factor analysis and linear regression were conducted for the analysis. The results of this study show that competence has a significant effect on negative first impression, that friendliness and service attitude has a significant effect on positive first impression, and that both positive and negative first impression have a significant effect on customer satisfaction with the check-in experience. The findings from this study are expected to contribute to the development of management training for new hotel employees in the future.

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Investigation of Link between Customer Satisfaction and Customers Price Sensitivity

Abstract: The

Cited by 3 publications

References 13 publications

Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model

Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model

An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa

The effect of front desk employees' characteriestics on the first impression of customers and customers' satisfaction

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