IDEAS home Printed from https://ideas.repec.org/a/sgm/jmcbem/v1i5y2017p29-44.html
   My bibliography  Save this article

Impact of Social, Epistemic and Conditional Values on Customer Satisfaction and Loyalty in Automobile Industry: A Structural Equation Modelling

Author

Listed:
  • Zubair Hassan

    (Faculty of Economics and Management Sciences International Islamic University, Malaysia)

Abstract

The purpose of this study is to identify the social, epistemic and conditional values associated with automobiles and to examine their impact on customer satisfaction and brand loyalty. A sample size of 198 respondents was chosen from various locations near Jeddah in Saudi Arabia using convenient sampling techniques. A multi-factor customer perceived value questionnaire with a Likert scale from 1 to 5 was used to collect the data to determine the social, epistemic and conditional perceived values associated with automobiles and their impact on customer satisfaction and brand loyalty. AMOS was used to generate the result and to analyse the collected data. 5 items were reduced from the original construct to meet the standard loading during the confirmatory factor analysis. Then structural modelling was conducted on a full model and satisfaction as a mediator model. The findings were that epistemic value and conditional value have a positive and significant impact on satisfaction. Also epistemic value and satisfaction have a positive and significant impact on loyalty. However, social value has a negative impact on satisfaction and loyalty in the full model and the mediator model as well. Therefore, epistemic value and conditional value are important dimensions or values associated with automobile brands in Saudi Arabia and they affect customer satisfactions and loyalty.

Suggested Citation

  • Zubair Hassan, 2017. "Impact of Social, Epistemic and Conditional Values on Customer Satisfaction and Loyalty in Automobile Industry: A Structural Equation Modelling," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 1(5), pages 29-44.
    • Handle: RePEc:sgm:jmcbem:v:1:i:5:y:2017:p:29-44
    as

    Download full text from publisher

    File URL: http://www.wz.uw.edu.pl/portaleFiles/5708-journal-of-m/no_5/JMCBEM_1(5)-2017_3.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Choy Johnn Yee & Ng Cheng San, 2011. "Consumers' Perceived Quality, Perceived Value and Perceived Risk Towards Purchase Decision on Automobile," American Journal of Economics and Business Administration, Science Publications, vol. 3(1), pages 47-57, January.
    2. Vera, Jorge & Trujillo, Andrea, 2013. "Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 579-586.
    3. Wolfgang Ulaga & Samir Chacour, 2001. "Measuring Customer-Perceived Value in Business Markets: A Prerequisite for Marketing Strategy Development and Implementation," Post-Print hal-00485109, HAL.
    4. Chang, En-Chi & Tseng, Ya-Fen, 2013. "Research note: E-store image, perceived value and perceived risk," Journal of Business Research, Elsevier, vol. 66(7), pages 864-870.
    5. Calabuig, F. & Núñez-Pomar, Juan & Prado-Gascó, Vicente & Añó, V., 2014. "Effect of price increases on future intentions of sport consumers," Journal of Business Research, Elsevier, vol. 67(5), pages 729-733.
    6. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    7. Yang, Kiseol & Jolly, Laura D., 2009. "The effects of consumer perceived value and subjective norm on mobile data service adoption between American and Korean consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 16(6), pages 502-508.
    8. Yu-TeTu Yu-TeTu & Tan-Kui Hsu, 2013. "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector," Information Management and Business Review, AMH International, vol. 5(4), pages 181-193.
    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. Zhang, Qi & Ariffin, Shaizatulaqma Kamalul & Richardson, Christopher & Wang, Yuling, 2023. "Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 73(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. Baek, Eunsoo & Oh, Ga-Eun (Grace), 2021. "Diverse values of fashion rental service and contamination concern of consumers," Journal of Business Research, Elsevier, vol. 123(C), pages 165-175.
    2. Shapiro, Stephen L. & Reams, Lamar & So, Kevin Kam Fung, 2019. "Is it worth the price? The role of perceived financial risk, identification, and perceived value in purchasing pay-per-view broadcasts of combat sports," Sport Management Review, Elsevier, vol. 22(2), pages 235-246.
    3. Christine Gonzalez & Élodie Huré & Karine Picot-Coupey, 2013. "Mobile application value for consumers," Economics Working Paper Archive (University of Rennes 1 & University of Caen) 201340, Center for Research in Economics and Management (CREM), University of Rennes 1, University of Caen and CNRS.
    4. Dangelico, Rosa Maria & Alvino, Letizia & Fraccascia, Luca, 2022. "Investigating the antecedents of consumer behavioral intention for sustainable fashion products: Evidence from a large survey of Italian consumers," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    5. Hu, Bo & Liu, Yu-li & Yan, Wenjia, 2021. "Should I scan my face? The influence of perceived value and trust on Chinese users' intention to use facial recognition payment," 23rd ITS Biennial Conference, Online Conference / Gothenburg 2021. Digital societies and industrial transformations: Policies, markets, and technologies in a post-Covid world 238028, International Telecommunications Society (ITS).
    6. Untung Rahardja & Tanaporn Hongsuchon & Taqwa Hariguna & Athapol Ruangkanjanases, 2021. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality," Sustainability, MDPI, vol. 13(20), pages 1-20, October.
    7. Yueying Wang & Ying Tian, 2023. "The Impact of New Energy Vehicle Product Attributes on Consumer Purchase Intention in the Backdrop of Sustainable Development Goals," Sustainability, MDPI, vol. 15(3), pages 1-16, January.
    8. Garrouch, Karim & Ghali, Zohra, 2023. "On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    9. Beneke, Justin & Carter, Stephen, 2015. "The development of a consumer value proposition of private label brands and the application thereof in a South African retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 22-35.
    10. Chen, Shih-Chih & Lin, Chieh-Peng, 2019. "Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 22-32.
    11. Rintamäki, Timo & Saarijärvi, Hannu, 2021. "An integrative framework for managing customer value propositions," Journal of Business Research, Elsevier, vol. 134(C), pages 754-764.
    12. Alvino, Letizia & Dangelico, Rosa Maria, 2022. "Investigating the antecedents of consumer behavioral intention for sustainable fashion products: Evidence from a large survey of Italian consumers," Other publications TiSEM ed6b6a75-2a9f-4b6e-8076-9, Tilburg University, School of Economics and Management.
    13. Komppula, Raija & Gartner, William C., 2013. "Hunting as a travel experience: An auto-ethnographic study of hunting tourism in Finland and the USA," Tourism Management, Elsevier, vol. 35(C), pages 168-180.
    14. Abdulrauf Animashaun & Tarila Iman Tunkarimu & Omkar Dastane, 2016. "Customer Perceived Value Towards Convenience Stores in Malaysia: The Influence on Customer Satisfaction, Loyalty and Retention," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 2(4), pages 4-27.
    15. Almeida, N. & Trindade, M. & Komljenovic, D. & Finger, M., 2022. "A conceptual construct on value for infrastructure asset management," Utilities Policy, Elsevier, vol. 75(C).
    16. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
    17. Pengji Wang & Adrian T. H. Kuah & Qinye Lu & Caroline Wong & K. Thirumaran & Emmanuel Adegbite & Wesley Kendall, 2021. "The impact of value perceptions on purchase intention of sustainable luxury brands in China and the UK," Journal of Brand Management, Palgrave Macmillan, vol. 28(3), pages 325-346, May.
    18. Terason Sid, 2021. "Predicting Sports Facility Revisit Intentions Based on Experience and Mediating Effects of Perceived Value," Polish Journal of Sport and Tourism, Sciendo, vol. 28(3), pages 35-41, September.
    19. Debora Bettiga & Lucio Lamberti & Emanuele Lettieri, 2020. "Individuals’ adoption of smart technologies for preventive health care: a structural equation modeling approach," Health Care Management Science, Springer, vol. 23(2), pages 203-214, June.
    20. Nina Tura & Lea Hannola & Mikko Pynnönen, 2017. "Agile Methods for Boosting the Commercialization Process of New Technology," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 14(03), pages 1-23, June.

    More about this item

    Keywords

    customer perceived value; satisfaction; brand loyalty;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

    Statistics

    Access and download statistics

    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:sgm:jmcbem:v:1:i:5:y:2017:p:29-44. 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: the person in charge (email available below). General contact details of provider: https://edirc.repec.org/data/somuwpl.html .

    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.