The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services

Antecedents and outcomes of retailer reputation: Evidence from an emerging economy

“…Due attention should be also paid to width and depth of assortment, layout and ambience of retail outlets. Results of this research are consistent with the findings of prior studies which indicated the most significant influence of perceived value on customer loyalty, in terms of total effect (Kuo et al, 2009;Chen & Cheng, 2012). Not only does perceived value influence retailer reputation, but it is also an important direct driver of customer loyalty.…”

“…Significant direct effect of value on customer repurchase intentions has been supported in the context of grocery retailing (Ruiz et al, 2008). Several studies in the marketing literature have also indicated perceived value as the most influential driver of customer behavioural intentions (Kuo et al, 2009;Chen & Cheng, 2012). Although there is a dearth of empirical evidence in support of the role of perceived value as an antecedent to retailer reputation, it would be worthwhile to examine this link, as literature review indicates that fair treatment of customers, in terms of prices companies charge and quality of goods and services they deliver, shapes customers' opinions of the companies (Page & Fearn, 2005).…”

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

“…Also Oliver (1997) argues that satisfaction is a customer ''fulfilment response'', a post-purchase phenomenon that portrays how much the customer likes or dislikes the service. In the context of technology-based self-services, recent studies have shown the relevance of perceived service quality for customer satisfaction (Kuo et al 2009;Dabholkar and Spaid 2012;Orel and Kara 2014) and retail patronage (Lee et al 2009;Lee and Yang 2013). The importance of self-service evaluation has been identified in the literature, namely its impact on overall satisfaction: if a consumer is satisfied with an SST based on attributes they consider important, they are likely to be satisfied with the overall experience (Meuter et al 2000).…”

Analysis on Perceived Value of Different Services by Online Group Buying in China

“…Customer's perceived value can be analyzed with a multidimensional scale. It can be defined from the perspectives of money, quality, benefit, and social psychology [6] . The Monetary perspective indicates that value is generated when less is paid (such as by using coupons or promotions) for goods [7] .…”

“…We finally got 261 samples by all their questionnaires. We adopted measurement items for perceived value from Ying-Feng Kuo et al [6] , with some modification, which is shown by Table 1. All three items were measured using a seven point Likert scale with 1 indicating "strongly disagree" and 7 indicating "strongly agree" for the perceived value of their online group buying services.…”