عنوان انگلیسی مقاله:
Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?
ترجمه فارسی عنوان مقاله:
آیا کیفیت در جایی که ارزش ادراک شده واسطه و استفاده از رسانه های متوسط است رضایت مشتری را تحریک می کند؟
Sciencedirect - Elsevier - Heliyon, 6 (2017) e05710: doi:10:1016/j:heliyon:2020:e05710
Md. Uzir Hossain Uzir
Customer is considered as the king in the world of business. The issue of customer satisfaction in electronics home appliances has received greater attention from academics and practitioners. In other words, customer satisfaction is a vital consideration in marketing. With the development of technology, new and innovative electronic home appliances are available in the market. Customers purchase and use the costly electronic home appliances where the satisfaction issue is an important concern. In Bangladesh, working families ﬁnd the electronic home appliance very necessary. Companies offer state-of- the-art appliances for customers household works. Therefore, the study intends to investigate the effect of product quality (PQ), quality of service (SQ) and perceived value on customer satisfaction (CS). In addition, this study also seeks this relationship shaped by customers perceived value (CPV) as a key mechanism and interacted by social media usage. A total of 300 households were selected on a judgmental basis from Dhaka city in Bangladesh using a structured questionnaire. Collected data were CB-SEM (AMOS-v24) and SPSS. The ﬁndings showed PQ and SQ have positive effects on CS; SQ affects, but PQ does not affect CPV. CPV has a mixing mediating effect on SQ and CS relationship and PQ and CS relationship. Importantly, the positive impact of PQ, SQ and CPV is greater on customers who exhibit higher social media use. The conceptual framework was buttressed by EDT theory. The study contributed to contextual and theoretical knowledge in regards to home appliances. The practicing managers can collect an insight of customer satisfaction for their business.
Keywords: Customer satisfaction | Social media usage | Customer perceived value | Quality of service | SEM-AMOS | Electronic home appliances | Moderated mediation | Bangladesh | Tourism | Information science | Business | Technology management | Management | Marketing | Consumer attitude | Research and development | Psychology