THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED PRICE FAIRNESS ON CUSTOMER LOYALTY WHICH CUSTOMER SATISFACTION AS INTERVENING STUDY ON ONLINE SHOPPING SITE IN INDONESIA

This study examines the effect of e-service quality and perceived price fairness on customer loyalty with the intervening role of customers’ satisfaction in the online shopping site in Indonesia. The research method uses a quantitative research design with a survey model. The sample used in this study is Lazada consumers which consists of five large cities in Indonesia (Jakarta, Bogor, Depok, Tanggerang, and Bekasi City) and have done online shopping site at Lazada at least once in the last six months. The object of this research were the 200 customer respondents who had made purchases on the largest online shopping site platform of Indonesia, Lazada. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the e-service quality and perceived price fairness affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between e-service quality and perceived price fairness on customer loyalty. Third, e-service quality and perceived price fairness directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the online shopping site a good quality and perception about price could positively influence customers but not necessarily form loyalty.

Antecedents and consequences of fast-food restaurant customers' perception of price fairness

PurposeThis study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food restaurants on price fairness and its consequence on customer retention.Design/methodology/approachThis survey collected 331 responses using the public intercept method. Data analysis involved performing confirmatory factor analysis (CFA) on the measurement model, followed by structural equation modeling. Moderation analysis was performed using SPSS (model1 in process macro), while mediation was performed using model 4 in process macro.FindingsEmpirical results of this study revealed the positive effect of restaurant service quality dimensions on price fairness and price fairness on customer retention. It also revealed that brand image strengthened the restaurant service-quality/price fairness interrelationship, and that customer satisfaction partially mediated the price fairness/customer retention interrelationship.Research limitations/implicationsFindings of this study are useful to marketers and fast-food restaurateurs in establishing the right combination of service quality dimensions and brand image that increase perceptions of price fairness and increase customer satisfaction and retention.Originality/valueThis study contributes to advancing the theoretical foundations of customers' perceived price fairness and retention research, specifically in the understudied fast-food sector of emerging economies. It extends the application of the equity theory to expose the direct and indirect influences on customer perceived price fairness and customer retention. The findings provide a better understanding of price fairness perceptions.

The match and mismatch between providers and customers in accommodation sharing: a cognitive style perspective

PurposeThe peer-to-peer (P2P) accommodation-sharing market has developed rapidly on the strength of information technology in recent years. Matching providers and customers in an information technology (IT)-enabled platform is a key determinant of both parties' experiences and the healthy development of the platform. However, previous research has not sufficiently explained the mechanism of provider–customer matching in accommodation sharing, especially at the psychological level. Based on field cognitive style theory, this study examines how the match and mismatch affect customers' online and offline satisfaction and whether a significant difference exists between online and offline satisfaction under different matching patterns.Design/methodology/approachThe authors test the proposed theoretical model using 122 provider–customer dyad data collected through a field study.FindingsThe results suggest that customers' online and offline satisfaction under match is significantly higher than that under mismatch. In addition, customers' online satisfaction is significantly higher than their offline satisfaction under mismatch, but there is no significant difference between the two under match. The perceived price fairness also plays a moderating role in the case of mismatch.Originality/valueIn summary, these findings provide a novel understanding about the matching patterns and their outcomes in the accommodation-sharing context and expand the contents and applications of field cognitive style theory and matching theory. This study will help these IT-enabled platforms to provide personalized matching services at the psychological level, thereby enhancing user experience and corporate competitiveness. 10; 10;

You paid what!? Understanding price-related word-of-mouth and price perception among opinion leaders and innovators

Although prices are the most discussed topic in consumer conversations, research has mostly neglected the field of price-related word-of-mouth (WOM). The present study picks up this research gap by analyzing the effects of price-WOM valence and price change communicated by WOM on consumer price perception. While a WOM sender’s opinion is a stronger predictor of the recipient’s perceived price fairness, a price change communicated by WOM has a stronger effect on price expensiveness perceptions. Innovators are found to be more positive with their price fairness judgment compared to imitators, and opinion leaders are more prone to price-WOM than non-opinion leaders.

Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry

Purpose This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Design/methodology/approach The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Findings The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry. Research limitations/implications The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price. Originality/value The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.

The Dual Pricing of Destinations: Tourist Perception on Sri Lanka

Dual-Pricing of entrance fees to tourist destinations is a sensitive current issue among travelers, industry experts, and policy developers. This practice is mostly observed in the global south countries, to which Sri Lanka belongs. This study focuses on identifying and measuring the factors that influence the willingness-to-pay (WTP) entrance fees by foreign tourists visiting Sri Lanka and to understand their perception of the concept. The findings of this study revealed that income, knowledge, perceived price fairness, and visitor expectations possessed a significant relationship with WTP entrance fees in a dual-pricing context. Excepting knowledge other three variables had a significant impact on WTP. Furthermore, it was revealed that a majority of tourists accepted the dual-pricing policy, subject to certain concerns.