IDEAS home Printed from https://ideas.repec.org/a/eee/teinso/v78y2024ics0160791x24001489.html
   My bibliography  Save this article

Customer perception, integration behavior, and loyalty of internet of things enterprises

Author

Listed:
  • Ren, Gaofei
  • Chen, Yaoyao
  • Yang, Maobao

Abstract

As cloud computing, big data, and artificial intelligence technologies continue to develop and be commercially applied, the emerging industry of the Internet of Things (IoT) is continuously growing. To maintain a competitive edge, the establishment and sustenance of customer loyalty are crucial for the sustained development of IoT enterprises. Thus, this study aims to identify the key factors driving the establishment of customer loyalty in the IoT context. Utilizing an anonymous self-administered questionnaire survey, original data from 211 individual IoT users were collected, and structural equation modeling was employed to analyze the collected data. The results indicate that customer price perception, customer service perception, and customer integration behavior significantly and positively influence customer satisfaction, and through the mediating effect of customer satisfaction, significantly and positively affect customer loyalty. Additionally, customer integration behavior also directly positively influences customer loyalty. These findings expand and enrich existing research in the marketing field on customer satisfaction and loyalty, providing recommendations and valuable insights for customer management practices of IoT enterprises.

Suggested Citation

  • Ren, Gaofei & Chen, Yaoyao & Yang, Maobao, 2024. "Customer perception, integration behavior, and loyalty of internet of things enterprises," Technology in Society, Elsevier, vol. 78(C).
    • Handle: RePEc:eee:teinso:v:78:y:2024:i:c:s0160791x24001489
    DOI: 10.1016/j.techsoc.2024.102600
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160791X24001489
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techsoc.2024.102600?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Johanna Gummerus & Veronica Liljander & Emil Weman & Minna Pihlström, 2012. "Customer engagement in a Facebook brand community," Management Research Review, Emerald Group Publishing Limited, vol. 35(9), pages 857-877, August.
    2. Shahbaznezhad, Hamidreza & Dolan, Rebecca & Rashidirad, Mona, 2021. "The Role of Social Media Content Format and Platform in Users' Engagement Behavior," Journal of Interactive Marketing, Elsevier, vol. 53(C), pages 47-65.
    3. Bastian Popp & Herbert Woratschek, 2017. "Consumer–brand identification revisited: An integrative framework of brand identification, customer satisfaction, and price image and their role for brand loyalty and word of mouth," Journal of Brand Management, Palgrave Macmillan, vol. 24(3), pages 250-270, May.
    4. Cheung, Millissa F.Y. & To, W.M., 2019. "An extended model of value-attitude-behavior to explain Chinese consumers’ green purchase behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 145-153.
    5. Kumar, Harish & Singh, Manoj Kumar & Gupta, M.P. & Madaan, Jitendra, 2020. "Moving towards smart cities: Solutions that lead to the Smart City Transformation Framework," Technological Forecasting and Social Change, Elsevier, vol. 153(C).
    6. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Žaneta Piligrimienė & Andželika Žukauskaitė & Hubert Korzilius & Jūratė Banytė & Aistė Dovalienė, 2020. "Internal and External Determinants of Consumer Engagement in Sustainable Consumption," Sustainability, MDPI, vol. 12(4), pages 1-20, February.
    8. El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
    9. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    10. Sanjit Roy & Gaganpreet Singh & Saalem Sadeque & Paul Harrigan & Kristof Coussement, 2023. "Customer engagement with digitalized interactive platforms in retailing," Post-Print hal-04282353, HAL.
    11. Shawky, Sara & Kubacki, Krzysztof & Dietrich, Timo & Weaven, Scott, 2020. "A dynamic framework for managing customer engagement on social media," Journal of Business Research, Elsevier, vol. 121(C), pages 567-577.
    12. Konuk, Faruk Anıl, 2019. "The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 103-110.
    13. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
    14. Gao, Mengjia & Huang, Lin, 2021. "Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    15. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
    16. Busalim, Abdelsalam H. & Ghabban, Fahad & Hussin, Ab Razak Che, 2021. "Customer engagement behaviour on social commerce platforms: An empirical study," Technology in Society, Elsevier, vol. 64(C).
    17. Schaarschmidt, Mario & Walsh, Gianfranco & Dose, David B. & Christ-Brendemühl, Sonja, 2023. "Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions," European Management Journal, Elsevier, vol. 41(1), pages 34-46.
    18. Roy, Sanjit K. & Singh, Gaganpreet & Sadeque, Saalem & Harrigan, Paul & Coussement, Kristof, 2023. "Customer engagement with digitalized interactive platforms in retailing," Journal of Business Research, Elsevier, vol. 164(C).
    19. Wilbert Manyanga & Charles Makanyeza & Zororo Muranda, 2022. "The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics," Cogent Business & Management, Taylor & Francis Journals, vol. 9(1), pages 2082015-208, December.
    20. Do, Quynh Huong & Kim, Thai Young & Wang, Xueqin, 2023. "Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    21. Cassandra France & Bill Merrilees & Dale Miller, 2016. "An integrated model of customer-brand engagement: Drivers and consequences," Journal of Brand Management, Palgrave Macmillan, vol. 23(2), pages 119-136, March.
    22. Kim, Woohyoung & Kim, Hyun & Hwang, Jinsoo, 2020. "Sustainable growth for the self-employed in the retail industry based on customer equity, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    23. Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    24. Agnès Helme-Guizon & Fanny Magnoni, 2019. "Consumer brand engagement and its social side on brand-hosted social media: how do they contribute to brand loyalty?," Post-Print hal-02492743, HAL.
    25. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yang, Hui & Li, Dan & Hu, Peng, 2024. "Decoding algorithm fatigue: The role of algorithmic literacy, information cocoons, and algorithmic opacity," Technology in Society, Elsevier, vol. 79(C).
    2. Gao, Zhiyuan & Zhao, Ying & Li, Lianqing & Hao, Yu, 2024. "Echoes of dependency: The impact of resource reliance on green industry transformation in China," Resources Policy, Elsevier, vol. 96(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lim, Weng Marc & Rasul, Tareq, 2022. "Customer engagement and social media: Revisiting the past to inform the future," Journal of Business Research, Elsevier, vol. 148(C), pages 325-342.
    2. Yang, Qiang & Wang, Zhong-Sen & Feng, Kun & Tang, Qiu-Yu, 2024. "Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    3. Reem Mohamed Gouda & Yasser Tawfik Halim, 2025. "The role of sustainable social media content in enhancing customer loyalty in the hospitality industry," Future Business Journal, Springer, vol. 11(1), pages 1-26, December.
    4. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    5. Xiao, Lin & Li, Xiaofeng & Zhang, Yucheng, 2023. "Exploring the factors influencing consumer engagement behavior regarding short-form video advertising: A big data perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    6. Agarwal, Reeti & Mehrotra, Ankit & Misra, Dheeraj, 2022. "Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Selim, Hassan & Eid, Riyad & Agag, Gomaa & Shehawy, Yasser Moustafa, 2022. "Cross-national differences in travelers’ continuance of knowledge sharing in online travel communities," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    8. Adjeng Mariana Febrianti & Ruth Margaret Violenta Sihombing & Salsabila Jannatain Catur Soetjipto, 2022. "Determinant of customer satisfaction and loyalty in using online shopping applications," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(2), pages 119-126, March.
    9. Schaefers, Tobias & Falk, Tomas & Kumar, Ashish & Schamari, Julia, 2021. "More of the same? Effects of volume and variety of social media brand engagement behavior," Journal of Business Research, Elsevier, vol. 135(C), pages 282-294.
    10. Kaushik Mukerjee, 2024. "Augmented reality and customer engagement in the context of e-banking," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1559-1571, December.
    11. Wu, Shuilong & Hu, Zekun & Li, You & Yuan, Yongna, 2024. "How brand familiarity affects green product purchase intention: The moderating role of streamers’ environmental knowledge," Technology in Society, Elsevier, vol. 77(C).
    12. Xie, Chaohong & Chiang, Chung-Yean & Xu, Xianhao & Gong, Yeming, 2023. "The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    13. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    14. Stephan Zielke & Deonir Toni & José Afonso Mazzon, 2023. "Cognitive, emotional and inferential paths from price perception to buying intention in an integrated brand price image model," SN Business & Economics, Springer, vol. 3(1), pages 1-25, January.
    15. Yanlei Gao & Jingwen Liang, 2025. "The Impact of AI-Powered Try-On Technology on Online Consumers’ Impulsive Buying Intention: The Moderating Role of Brand Trust," Sustainability, MDPI, vol. 17(7), pages 1-29, March.
    16. Liu, Chih-Hsing, 2021. "Conducting qualitative and quantitative analyses of sustainable behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    17. Chen, Xin & Guo, Shuojia & Xiong, Jie & Ye, Zhuxin, 2023. "Customer engagement, dependence and loyalty: An empirical study of Chinese customers in multitouch service encounters," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    18. Tseng, Hsiao-Ting & Ibrahim, Fahad & Hajli, Nick & Nisar, Tahir M. & Shabbir, Haseeb, 2022. "Effect of privacy concerns and engagement on social support behaviour in online health community platforms," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
    19. Lim, Weng Marc & Aggarwal, Arun & Dandotiya, Ravi, 2022. "Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    20. Anne Corcos & Levana Hodara, 2023. "How social media are collecting more of users’ data: a behavioral model of platform retention strategies," SN Business & Economics, Springer, vol. 3(7), pages 1-18, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:teinso:v:78:y:2024:i:c:s0160791x24001489. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/technology-in-society .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.