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Customer perceptions of value, satisfaction, and loyalty in the social media era: Insights from electrical home appliances in an emerging economy

Hossain, Md Uzir and Jerin, Ishraq and Abdul Hamid, Abu Bakar and Abdul Latiff, Ahmad Shaharudin and Thurasamy, Ramayah and Haque, A. K. M. Ahasanul (2021) Customer perceptions of value, satisfaction, and loyalty in the social media era: Insights from electrical home appliances in an emerging economy. International Journal of Quality and Innovation, Forthcoming Issue. pp. 1-56. ISSN 1756-6975 E-ISSN 1756-6983 (In Press)

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Abstract

Customer loyalty is an outcome that most, if not all, brands wish to acquire. Yet, many brands find customer loyalty hard to come by in today’s technology prominent era. Nonetheless, the proliferation of social media has presented a good opportunity to revisit the mechanics of loyalty formation among customers in tandem with longstanding concepts of importance such as quality and value. Using electronic home appliances as a product category, Dhaka, Bangladesh as a case of an emerging economy, stimulus-organism-response (SOR) theory as a theoretical lens, and partial least squares structural equation modelling (PLS￾SEM) as a data analysis technique, this study investigates the influence of quality (product quality, service delivery quality, and installation service quality), value, and satisfaction on loyalty (attitudinal and behavioural) among customers in the marketplace, as well as the equivalent influence of brand trust and social media usage that entail in those relationships. Noteworthily, the findings of the study reveal that (1) product quality and installation service quality have a significant effect on customer perceived value; (2) customer perceived value has a significant effect on customer satisfaction; (3) customer satisfaction and brand trust have a significant effect on attitudinal loyalty; (4) attitudinal loyalty have a significant influence on behavioural loyalty; and (5) social media usage is a significant moderator to the customer satisfaction and attitudinal loyalty relationship and the attitudinal loyalty and behavioural loyalty relationship. The theoretical and managerial implications, limitations and future research directions conclude the paper.

Item Type: Article (Journal)
Additional Information: 5056/94782
Uncontrolled Keywords: customer satisfaction, brand loyalty, brand trust, product quality, service quality, SOR theory, PLS-SEM, electrical home appliances, emerging economy.
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences
Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Prof. Dr Ahasanul Haque
Date Deposited: 22 Dec 2021 16:03
Last Modified: 22 Dec 2021 16:03
URI: http://irep.iium.edu.my/id/eprint/94782

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