The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value...

The customer satisfaction evaluation of product customization helps to improve the market competitiveness of customization enterprise. In order to evaluate the customer satisfaction of customized product scientifically, customized product customer satisfaction evaluation index systems was established from six aspects of quality, functionality, brand, price, service, payment and method for deter...

In this study, we propose a three-component customer value model for ecommerce. This model draws upon the literature in marketing, consumer study, and information systems. It decomposes customer value into process value, outcome value, and shopping enjoyment. This three-component model is parsimonious and comprehensive. The results from this study show that outcome value and process value contr...

Recent studies suggest that satisfaction with price affects overall customer satisfaction. In the internet market, customer satisfaction is determined by two separate measures: satisfaction with the pre-purchase experience (e.g. ease of use, selection) and satisfaction with the post-purchase experience (e.g., delivery, order tracking, customer service). Using data collected by a commercial web ...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

The authors examine how a firm’s financial leverage affects marketing outcomes and consequent firm value. They find that leverage has a dual effect: it reduces customer satisfaction and moderates the relationship between satisfaction and firm value. The burden of making regular interest payments to debt holders pressures managers to generate adequate cash flows. The authors theorize that this m...

This study analyzes the effect of benefits offered and customer experience on re-use mobile banking through satisfaction trust as mediating variables. involved 280 respondents who were selected by purposive sampling technique with predetermined criteria. Data collected a questionnaire distributed online. The analysis used is Structural Equation Modeling LISREL version 8.80. results show that ha...

Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that (1) customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin’s q and stock return), (2)...