Uzir Md Uzir Hossain, Jerin Ishraq, Al Halbusi Hussam, Hamid Abu Bakar Abdul, Latiff Ahmad Shaharudin Abdul
Putra Business School (PBS), Universiti Putra Malaysia (UPM), 43400, Seri Kembangan, Selangor, Malaysia.
Department of Management, College of Economics and Political Science, Sultan Qaboos University, P.O. Box 20, Al Khoud 123, Oman.
Heliyon. 2020 Dec 15;6(12):e05710. doi: 10.1016/j.heliyon.2020.e05710. eCollection 2020 Dec.
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 customer's 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.
在商业世界中，顾客被视为上帝。家电领域的顾客满意度问题受到了学术界和从业者的更多关注。换句话说，顾客满意度是营销中的一个重要考量因素。随着技术的发展，市场上出现了新颖创新的家电产品。顾客购买并使用价格昂贵的家电产品，而满意度问题是一个重要关注点。在孟加拉国，工薪家庭发现家电产品非常必要。公司为顾客的家务劳动提供最先进的家电产品。因此，本研究旨在调查产品质量（PQ）、服务质量（SQ）和感知价值对顾客满意度（CS）的影响。此外，本研究还探寻这种关系是如何由顾客感知价值（CPV）作为关键机制塑造，并受到社交媒体使用的影响。使用结构化问卷，从孟加拉国达卡市以判断抽样的方式选取了300个家庭。收集到的数据用CB-SEM（AMOS-v24）和SPSS进行分析。研究结果表明，PQ和SQ对CS有积极影响；SQ影响CPV，但PQ不影响CPV。CPV在SQ与CS的关系以及PQ与CS的关系中具有混合中介作用。重要的是，PQ、SQ和CPV对社交媒体使用频率较高顾客的积极影响更大。该概念框架得到了EDT理论的支持。本研究为家电领域的情境知识和理论知识做出了贡献。实践中的管理者可以从中了解顾客满意度，以利于他们的业务。
