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

Hossain Uzir, Md Uzir and Jerin, Ishraq and Abdul Hamid, Abu Bakar and Abdul Latiff, Ahmad Shaharudin and Thurasamy, Ramayah and Haque, A. K. M. Ahasanul (2022) 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, 6 (2). pp. 190-230. ISSN 1756-6975 E-ISSN 1756-6983

PDF - Published Version Restricted to Registered users only Download (788kB) | Request a copy

Abstract

Customer loyalty (CS) is an outcome of all brands, which is hard to come by in the era of social media because customers are very volatile and tend to switch. Thus, this study investigated the influence of quality (product quality, delivery and installation service quality), customer perceived value, and customer satisfaction on loyalty (attitudinal and behavioural) among customers in the marketplace of electronic home appliances, as well as the equivalent moderating influence of brand trust and social media usage in those relationships. This study was conducted in Dhaka and collected data from 486 customers using a structured questionnaire and analysed in partial least squares structural equation modelling (PLS-SEM). The findings revealed that all hypotheses were accepted except delivery service quality on customer satisfaction. These findings contributed to stimulus-organism-response theory and provided several insights to practicing managers in their developing marketing strategies to maintain customer loyalty in electronic home appliances.

Item Type:	Article (Journal)
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:	17 Oct 2022 08:55
Last Modified:	17 Oct 2022 09:39
URI:	http://irep.iium.edu.my/id/eprint/100663

Actions (login required)

View Item