Toward an Integrated Decision-Making Model for Consumer Electronic

The study proposes an integrated comprehensive consumer decision-making model by extending the customer value, satisfaction, and loyalty framework to include customer experience as an antecedent to creating value and enhancing satisfaction toward technology continuance intention. Our study incorporates perspectives from information systems (IS) and service marketing, where customer value (hedonic and utilitarian) theory and literature on customer experience with perceived ease of use and perceived usefulness as its dimensions are found to be drivers of technology continuance intention for consumer electronics. In addition, partial least squares results from 370 smartphone users indicate that within consumer electronics, price negatively moderates the relationship between utilitarian value and satisfaction but not with hedonic value and satisfaction. Contributions of findings and implications are discussed to provide references for consumer electronic firms in IS and service marketing.     

Consumer perception of interface quality, security, and loyalty in electronic commerce

Customer interface quality, perceived security, and customer loyalty are critical factors for success of an e-commerce website; however, the relationships among them are not fully understood. We proposed a model for testing the relationships among them and the important outcomes of the site: switching costs and customer loyalty. Data was collected to test the model using a web-based survey, and empirical analyses were performed using SEM. The analytical results demonstrated that customer interface quality and perceived security positively affected customer satisfaction and switching costs, and thus customer loyalty to an e-commerce website. Specifically, our study showed that switching costs positively moderated the effect of customer satisfaction on customer loyalty; this moderating effect is discussed.     

The Mechanisms through Which Certain Variables Influence Customer Loyalty: The Mediating Roles of Perceived Value and Satisfaction

This study surveyed 123 bank users who experienced problems with their banks’ online banking services, with the aim of understanding the mechanisms through which certain variables influence customer loyalty. Principally, the possible mediating roles of value and satisfaction on the relationships between recovery and loyalty and between ISO 9001 and loyalty were scrutinized. The dimensionalities of the scales were assessed using exploratory and confirmatory factor analysis. Thereafter, structural equation modeling and multiregression analyses were used to test the proposed model. The overall results showed that service recovery can be used to enhance customers’ satisfaction and perception of value and, therefore, customer loyalty. This study also confirmed the partial mediating roles of customers’ satisfaction and perception of value in the relationship between service recovery and loyalty. In contrast, ISO 9001 has no influence on perceived value, satisfaction, and loyalty; the mediating roles of both perceived value and satisfaction were not supported in the relationship between ISO 9001 and loyalty. In practice, even though ISO 9001 appeared to offer few extras to satisfy and retain customers, its use is still advisable because of the other potential benefits that it provides.     

How does customer self-construal moderate CRM value creation chain?

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims to construct the chain from customer value to organization value (i.e., customer satisfaction → customer loyalty → patronage behavior) and investigate the moderating effect of self-construal. To test the hypotheses suggested by our conceptual framework, we collected 846 data points from China in the context of mobile data services. The results show that customer’s self-construal can moderate the relationship chain from customer satisfaction to customer loyalty to relationship maintenance and development. This implies firms should tailor their customer strategies based on different self-construal features.     

Customer participation,value co-creation and customer loyalty – A case of airline online check-in system

Information communication technologies and self-service technologies, such as self-check-in kiosks or online check-in systems, are widely used in the air transport industry. This study proposes a conceptual model to investigate the relationships among customer participation, co-created values and customer loyalty in an air transport context, and empirically tests the model by using questionnaire survey data collected from Taiwanese airline passengers. In particular, three perceived values (i.e. enjoyment value, economic value and relational value) are specified to represent the passengers' co-created values. The empirical results support the following hypotheses. Customer participation in using an online check-in system is positively related to all three values, which further lead to satisfaction with respect to the system. System satisfaction is also related to satisfaction with respect to the company, and both system satisfaction and company satisfaction have positive effects on customer loyalty.     

Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index

This study proposes an index for online customer satisfaction, which is adapted from an American Customer Satisfaction Index (ACSI). Since online shopping is an experience different in many ways from traditional shopping, a new index for measuring electronic-customer satisfaction index (e-CSI) is required. Thus, this study is the first step towards integrating satisfaction literature to propose an index for online contexts. The e-CSI model was tested in the context of a one month study of Taiwan’s largest online retailer (PChome Online) where it was found to significantly predict customer loyalty and overall customer satisfaction. In this study, we found that the satisfaction score of PChome Online is similar to the average for the online retail industry in ACSI. This model also allows the online retailer to understand the specific factors that significantly influence overall customer satisfaction by reading the causal relationship in the e-CSI model and the strategic management map. The partial least squares (PLS) method was used to test the theoretical model and to derive the e-CSI score.     

Customer satisfaction and loyalty analysis with classification algorithms and Structural Equation Modeling

Businesses can maintain their effectiveness as long as they have satisfied and loyal customers. Customer relationship management provides significant advantages for companies especially in gaining competitiveness. In order to reach these objectives primarily companies need to identify and analyze their customers. In this respect, effective communication and commitment to customers and changing market conditions is of great importance to increase the level of satisfaction and loyalty. To evaluate this situation, level of customer satisfaction and loyalty should be measured correctly with a comprehensive approach. In this study, customers are investigated in 4 main groups according to their level of satisfaction and loyalty with a criteria and group based analysis with a new method. We use classification algorithms in WEKA programming software and Structural Equation Modeling (SEM) with LISREL tools together to analyze the effect of each satisfaction and loyalty criteria in a satisfaction–loyalty matrix and extend the customer satisfaction and loyalty post-analysis research bridging the gap in this field of research. To convert developed conceptual thought to experimental study, white goods industry is exemplified. 15 criteria are used for evaluation in 4 customer groups and a satisfaction–loyalty survey developed by experts is applied to 200 customers with face-to-face interviews. As a result of the study, a customer and criteria grouping method is created with high performance classification methods and good fit structural models. In addition, results are evaluated for developing a customer strategy improvement tool considering method outcomes.     

Segmentation of telecom customers based on customer value by decision tree model

The more the telecom services marketing paradigm evolves, the more important it becomes to retain high value customers. Traditional customer segmentation methods based on experience or ARPU (Average Revenue per User) consider neither customers’ future revenue nor the cost of servicing customers of different types. Therefore, it is very difficult to effectively identify high-value customers. In this paper, we propose a novel customer segmentation method based on customer lifecycle, which includes five decision models, i.e. current value, historic value, prediction of long-term value, credit and loyalty. Due to the difficulty of quantitative computation of long-term value, credit and loyalty, a decision tree method is used to extract important parameters related to long-term value, credit and loyalty. Then a judgments matrix formulated on the basis of characteristics of data and the experience of business experts is presented. Finally a simple and practical customer value evaluation system is built. This model is applied to telecom operators in a province in China and good accuracy is achieved.     

An Integrated Model for Customer Relationship Management: An Analysis and Empirical Study

Ensuring customer satisfaction and maintaining long‐term relationships with customers have become essential for survival among competitive service industries. The present study addresses this need by proposing a conceptually integrated four‐phase model that incorporates elements of customer relationship management (CRM) and customer satisfaction (represented by the extended American Customer Satisfaction Index model). Then, this study formulates structural equation modeling to test various research hypotheses related to the effect of the CRM initiative. An empirical study of 143 leading Taiwanese service firms distributed among seven service industries was conducted. The implementation levels of various constructs, input (customer knowledge), service provision (customer interactions), output quality, perceived quality, perceived value, perception of customer satisfaction, customer loyalty, purchasing intention, and profits of CRM are assessed in a range of service industries by means of a questionnaire survey and in‐depth interviews. The results of the empirical study reveal statistically significant influences among various constructs of the CRM integrated model. These results also represent a useful reference for managers of service organizations that could be used to improve the profitability and implementation level of CRM. The present study represents an important investigation in the development of an integrated CRM implementation system for service industries. © 2012 Wiley Periodicals, Inc.     

Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA

The concept of customer satisfaction and loyalty (CS&L) has attracted much attention in recent years. A key motivation for the fast growing emphasis on CS&L can be attributed to the fact that higher customer satisfaction and loyalty can lead to stronger competitive position resulting in larger market share and profitability. Using a data envelopment analysis (DEA) approach, in this study we analyzed and compared CS&L efficiency for mobile phone brands in an emerging telecommunication market, Turkey. The constructs of European Customer Satisfaction Index (ECSI) model are treated and used as input and output indicators of our DEA model. Drawing on the perceptual responses of 251 mobile phone users, the DEA models reveal that from the top six mobile phone brands in Turkey, Nokia features as the most efficient brand followed by LG and Sonny Ericsson in terms of CS&L efficiency, while Motorola, Samsung and Panasonic rank as the least efficient brands.     

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

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students of 15 major universities in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase intention; (4) service quality has an indirect positive influence on post-purchase intention through customer satisfaction or perceived value; (5) among the dimensions of service quality, “customer service and system reliability” is most influential on perceived value and customer satisfaction, and the influence of “content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.     

An examination of the determinants of customer loyalty in mobile commerce contexts

While the importance of customer loyalty has been recognized in marketing literature for at least three decades, the development and empirical validation of a customer loyalty model in a mobile commerce (m-commerce) context had not been addressed. The purpose of our study was to develop and validate such a customer loyalty model. Based on IS and marketing literature, a comprehensive set of constructs and hypotheses were compiled with a methodology for testing them. A questionnaire was constructed and data were collected from 255 users of m-commerce systems in Taiwan. Structural modeling techniques were then applied to analyze the data. The results indicated that customer loyalty was affected by perceived value, trust, habit, and customer satisfaction, with customer satisfaction playing a crucial intervening role in the relationship of perceived value and trust to loyalty. Based on the findings, its implications and limitations are discussed.     

The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator

Customer interface quality has been confirmed to critically influence the success of electronic commerce, and there has been extensive discussion about the effects of customer interface quality on consumer behavior. However, few studies have examined how customer interface quality affects e-loyalty. Furthermore, although satisfaction and switching costs are expected to be antecedents to customer loyalty, few studies have systematically examined how these elements are related to customer interface quality. This study proposes an integrating theoretical framework for testing the relationships among customer interface quality, satisfaction, switching costs, and e-loyalty. Moreover, this study argues that the relationships among these constructs are moderated by Internet experience. Empirical analyses are performed using structural equations modeling analysis. The findings confirm that customer interface quality, including customization, interaction, convenience and character, contributes to generating e-loyalty. Particularly, the results show that convenience directly enhances e-loyalty. Additionally, this study finds that customer interface quality positively influences switching costs for customers with higher Internet experience, a phenomenon that has not previously been explored.     

The antecedents of consumers’ loyalty toward Internet Service Providers

Internet popularity is growing at an impressive rate. Sooner or later, every consumer comes face to face with the decision of choosing an Internet Service Provider (ISP). This study developed and empirically tested a model examining the antecedents of consumer loyalty toward ISPs. It incorporated the concept of expected technology change into the model to examine its effects on the formation of ISP loyalty intention. Confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity of the measurement model, and the structural equation modeling techniques were used to evaluate the casual model. Based on an internet survey in Taiwan, this study showed that perceived value is very important in generating overall customer satisfaction and loyalty intention toward an ISP, and that perceived trust of an ISP enhances perceived value, overall satisfaction, and loyalty intention. However, the study demonstrated that future ISP technology expectancy exerted a negative influence on a consumer’s overall satisfaction and loyalty intention toward their ISP.     

IT infrastructure services as a requirement for e-learning system success

Evaluation of e-learning systems success is an essential process in managing and developing these types of systems. There are still arguments about the factors can be used to evaluate the success of e-learning systems. Inadequate attention has been paid to investigate the role of IT infrastructure services as a foundation to create the success of e-learning systems. The focus of this study is the role of IT infrastructure services in terms of the success of e-learning systems. A model is proposed which includes five constructs: IT infrastructure services; perceived usefulness; user satisfaction; customer value; and organizational value. A quantitative study was conducted at an Australian University, with survey responses from 110 Academic staff members and 720 students who use the e-learning system. The empirical study confirmed that an IT infrastructure services is a valid and reliable construct to measure e-learning systems success. In addition, this study provides evidence of the critical role of IT infrastructure services in the success of e-learning systems via its significant effect on perceived usefulness, user satisfaction, customer value, and organizational value.     

A decision support tool for evaluating customer intentions

It is crucial for any manager to keep a close watch on customer satisfaction, customer loyalty and the customer’s intention to recommend the company. In this article, a new decision support tool is developed to support a manager with this task. This tool has been developed with companies in mind that posses limited customer satisfaction data. It uses model-based knowledge discovery to extract the customer’s expectation and the expectation-performance compatibility from the data. Two hypotheses are formulated which posit that compatibility between product performance and customer expectation have a positive influence on the customer’s intentions. Both hypotheses are supported by the data. Finally, a decision support tool is developed which visualizes the impact of customer satisfaction, product performance and expectation-performance compatibility on the customer’s intentions. The decision support tool contains three views which offer the manager important information at a glance.     

“What can I(S) do for you?”: How technology enables service providers to elicit customers’ preferences and deliver personalized service

This research studies the effective use of an IT-enabled Customer Service System (CSS) in the hospitality sector. Drawing on Effective Use Theory, we study how digital representations of customers’ preferences support service providers in the service personalization process. Our model posits customers’ preferences elicitation as the antecedent of CSS’ effective use, which yields superior customer value. This representational perspective matches recent efforts to study customer value as cocreated by customers and service providers. Based on a longitudinal dataset of 118,647 hotel reservations, we explain how digital representations of customers’ preferences enable service providers to personalize service and increase customer value.     

Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study

Many research papers have been published on the effect of customer satisfaction and customer loyalty on customer profitability which is related to customer lifetime value (CLV). However, there is limited research on the impact of cross-cultural factors on the effect of customer satisfaction and customer loyalty on CLV. This study aims to fill this gap. Focusing on the usage of mobile data services, 846 samples from China and 689 from the US are obtained. Data analysis suggests that customer loyalty is a driver of CLV, while customer satisfaction is not. This research has important implications for firms about how to enhance CLV in mobile data services.     

Recommendation agent impact on consumer online shopping: The Movie Magic case study

A simulated online shopping environment with a recommender system based on collaborative filtering data has been developed to empirically test the impact of recommendation agents in an online retail environment. The report provides some background for the most widely used types of recommender system based on collaborative filtering. The Movie Magic system developed for this study is described, as well as the experiment assessing the impact of such an agent on product promotion effectiveness, customer satisfaction with the website, and customer loyalty to the website. Finally, the report discusses the implications of the results for system developers and managers interested in using Intelligent Agent technology for enhancing e-commerce. By corroborating the proposed relationships between the use of the recommender agent and improved product promotion, customer satisfaction and loyalty, the results should aid online businesses in further understanding the benefits and limitations of using a recommender agent to support e-commerce.     

Understanding the consequences of information systems service quality on IS service reuse

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.