Perceived value and its antecedents and consequences have been claimed to be important in industries with higher customer involvement. The aim of this paper is therefore to empirically assess the ...conceptual model, with perceived service value as its central component. It also investigates how it affects loyalty and satisfaction, how it is influenced by its antecedents, and to compare with other studies investigating partial relationship between variables.
A total of 800 patients were enrolled in the main study, and the data was analysed using exploratory and confirmatory factor analyses. By modelling linear structural equations, we assessed reliability and established the convergent and discriminant validity of the questionnaire in the same way as in the pilot study.
In the conceptual model for testing our hypotheses, we also included the relationship between patient satisfaction and loyalty. In this manner, the fitting of data to the model was significantly improved. After including the additional relationship, global fit indices had the following values: Chi-square=349.6 (sig.=0.00), df=143, RMSEA=0.05, NFI=0.96, CFI=0.97. All relationships between the constructs were statistically significant, thus confirming all our hypotheses.
The major conclusion of this paper is that an especially higher reputation and higher perceived service quality can contribute to perceived service value and therefore to more satisfied patients. The research approach has a few limitations. In the future, the model of perceived service value can be extended with variables such as emotions, patient trust, and commitment as well.
Perceived value is an extremely important concept in marketing and many authors have dealt with it in recent years. In Slovenia perceived value of product is a rather neglected aspect of the ...research. Moreover, nobody has empirically researched the impact of individual factors on perceived value of a product. The researched target group was students - the fastest growing segment among the users of mobile phones in Slovenia. In their research the authors focused on two of the perceived value impact factors: perceived product quality and perceived risk. Based on literature and our own findings, their main researched objective was to design the model of relationships among perceived value, perceived quality and perceived risk. After the model had been tested with the method of structural equation modeling (LISREL 8.0), the authors found that statistically significant relationships (positive and negative, direct and indirect) among the concepts researched exist.
The price fairness concept is gaining in relevance in the marketing field, as it can be seen as a restraint on unfair exploitation, particularly regarding dynamic pricing techniques. The present ...paper explores the restraining nature of price fairness perceptions while testing the characteristic behavioral reactions of consumers who perceive price difference as unfair. Furthermore, this study describes the consequences of price fairness perceptions as consumer coping strategies. This study applies an experimental design: 288 participants assess the price fairness of given shopping scenarios and use those assessments to determine their agreement with different kinds of consequential behaviors. This experimental study confirms that price fairness influences not only the intention to buy but also some forms of negative behaviors that directly harm the seller, e.g., negative word of mouth, complaints, and leaving the seller. Findings also confirm that the intensity of price fairness perception correlates with the severity of consequences and that differences exist among consumers with different income levels. The main contribution is in the empirical research of previously merely theoretical propositions concerning factors and consequences of price fairness perceptions. Study confirms that social comparisons play an integral part in determining fairness in the shopping context, reveal that consumers accept and positively assess price increases over time in terms of fairness, and confirm the importance of personal income in both price fairness assessments and in consumers' reactions to unfair prices.
Purpose – In many industries, perceived service value is found to be a significant mediator between perceived service quality and customer satisfaction and loyalty. Therefore, this paper aims to test ...a conceptual model of perceived service value with its antecedents, such as perceived price and perceived service quality, and consequences, customer satisfaction and loyalty, in the retail banking industry. Design/Methodology/Approach – For the empirical study, a measurement instrument was developed and tested for validity and reliability. Measures were assessed with exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM). A structural model with five reflective constructs was evaluated to test direct and indirect relationships among constructs.Findings and implications – Results confirm a mediating role of perceived value in relationships between perceived price, perceived service quality, customer satisfaction, and customer loyalty in the case of retail banking services.Limitations – Because the results are directly relevant only to customers and marketing managers of retail banking services, generalizations of the findings beyond the immediate population observed should be made with caution. Originality – This paper extends existing knowledge with both direct and indirect effects among researched concepts, and shows the importance of perceived service value in achieving satisfied and loyal customers in retail banking services.
In the present paper, first the conceptual model of perceived value concept as a mediating variable in tourist perceptions of hotel services is presented and afterwards tested with structural ...equation modelling. The study reveals that: (a) the relationship between perceived hotel quality and perceived value is strong and positive; (b) the relationship between hotel quality and guest satisfaction is not direct, but rather indirect through the perceived value; (c) hotel image is significantly positively related to perceived value and perceived hotel quality; and (d) perceived value strongly impacts hotel guest satisfaction. Further, invariance analysis shows that no significant differences exist in relationships among perceived quality, image, perceived value and satisfaction between tourists from Slovenia and tourists from Italy. Reprinted by permission of Drustvena Istrazivanja
In addressing the nuanced interplay between consumer attitudes and Artificial Intelligence (AI) use readiness in physical retail stores, the main objective of this study is to test the impacts of ...prior experience, as well as perceived risks with AI technologies, self-assessment of consumers’ ability to manage AI technologies, and the moderator role of gender in this relationship. Using a quantitative cross-sectional survey, data from 243 consumers familiar with AI technologies were analyzed using structural equation modeling (SEM) methods to explore these dynamics in the context of physical retail stores. Additionally, the moderating impacts were tested after the invariance analysis across both gender groups. Key findings indicate that positive prior experience with AI technologies positively influences AI use readiness in physical retail stores, while perceived risks with AI technologies serve as a deterrent. Gender differences significantly moderate these effects, with perceived risks with AI technologies more negatively impacting women’s AI use readiness and self-assessment of the ability to manage AI technologies showing a stronger positive impact on men’s AI use readiness. The study concludes that retailers must consider these gender-specific perceptions and attitudes toward AI to develop more effective strategies for technology integration. Our research also highlights the need to address gender-specific barriers and biases when adopting AI technology.
Background: In the service industry, perceived value is a concept of ever-increasing importance. It allows us to describe patients ' perceptions of health services in a significantly more complex ...manner. To measure patients' perceptions of health services, we need a different measuring instrument, one that would take into account the multi-dimensional nature of perceived value. Purpose: the development and validation of a new instrument for measuring patient-reported outcomes after treatment. Methodology: the development of this instrument includes test construction, item reduction, validation, and the evaluation of its structure and internal consistency. Both exploratory and confirmatory factor analyses (EFA, CFA) were used. Results: The results of Cronbach's alpha for different constructs are: is 0.87 for Quality, 0.96 for Reputation, 0.83 for Perceived Value, 0.88 for Price, 0.89 for Satisfaction, and 0.90 for Loyalty. The values of other coefficients (Kaiser-Meyer-Olkin, Bartlett in explained variance) are also adequately high. The final absolute fit indices are: chi-square 426.3, df=137, RMSEA=0.05, NFI=0.96, CFI=0.98. Conclusion: our measuring instrument is characterized by high reliability and validity for measuring outcomes after treatment.
Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical ...service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.
This paper describes the characteristics of brand management in the context of the companies in Slovenia
that are intensively engaged in the internationalization of their business operations. Using a ...sample of the 200 largest export companies in Slovenia, it explores the impact of internationalized business operations on the marketing mix component strategies to identify the most frequent internal and external hindrances
to the internationalization that exert influence on the companies’ most important brands. The paper also
analyzes the importance of long-term experience and knowledge of the market in the consolidation of brand effectiveness and the companies’ reputation and ascertains whether the companies with a higher level of internationalization employ a larger number of less tangible brand performance criteria than those with a lower level of internationalization.
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