Continued use of online consumer review sites : the influence of information quality
- Motan, Jaraad, Searle, Ethan, Khotle, Likeleli, Ndondo, Siphokazi, Mpinganjira, Mercy
- Authors: Motan, Jaraad , Searle, Ethan , Khotle, Likeleli , Ndondo, Siphokazi , Mpinganjira, Mercy
- Date: 2018
- Subjects: Information quality , Behavioural intention , Guesthouses
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/278313 , uj:29863 , Citation: Motan, J. et al. 2018. Continued use of online consumer review sites : the influence of information quality.
- Description: Abstract: The purpose of this study is to examine the influence of information quality on user satisfaction with online review websites and on customers’ behavioural intention to continue using guest house review websites. Data used in the analysis was collected using a structured questionnaire from 306 users of customer review sites from Gauteng, South Africa. The data was analysed using version 24 of SPSS. The findings revealed that perceived quality of information on review sites has positive influence on user satisfaction and on continued use intentions of the review websites. The findings also revealed a positive relationship between user satisfaction with a review website and behavioural intention. The findings point to the need for guesthouse owners to recognise that users go through a purchasing decision process, the first step of which is conducting research through online review sites. Site owners should promote provision of high quality information on review sites and should ensure that reviews accurately reflect their guest house.
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- Authors: Motan, Jaraad , Searle, Ethan , Khotle, Likeleli , Ndondo, Siphokazi , Mpinganjira, Mercy
- Date: 2018
- Subjects: Information quality , Behavioural intention , Guesthouses
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/278313 , uj:29863 , Citation: Motan, J. et al. 2018. Continued use of online consumer review sites : the influence of information quality.
- Description: Abstract: The purpose of this study is to examine the influence of information quality on user satisfaction with online review websites and on customers’ behavioural intention to continue using guest house review websites. Data used in the analysis was collected using a structured questionnaire from 306 users of customer review sites from Gauteng, South Africa. The data was analysed using version 24 of SPSS. The findings revealed that perceived quality of information on review sites has positive influence on user satisfaction and on continued use intentions of the review websites. The findings also revealed a positive relationship between user satisfaction with a review website and behavioural intention. The findings point to the need for guesthouse owners to recognise that users go through a purchasing decision process, the first step of which is conducting research through online review sites. Site owners should promote provision of high quality information on review sites and should ensure that reviews accurately reflect their guest house.
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Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective
- Roberts-Lombard, Mornay, Petzer, Daniël Johannes
- Authors: Roberts-Lombard, Mornay , Petzer, Daniël Johannes
- Date: 2018
- Subjects: Perceived value , Customer satisfaction , Behavioural intention
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/273304 , uj:29113 , Citation: Mornay Roberts-Lombard, Daniël Johannes Petzer, (2018) "Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective", European Business Review, Vol. 30 Issue: 4, pp.427-445, https://doi.org/10.1108/EBR-03-2017-0061
- Description: Abstract: Purpose – The study investigates the extent to which the satisfaction/delight experienced by customers of cell phone network service providers is influenced by their perceptions of the networks’ employee service delivery skills and the value that the customers derive from the networks’ offerings. In turn, the influence of the extent of their satisfaction/delight on future behavioural intention is determined. Design/methodology/approach – An explanatory research design was followed and data was collected from satisfied/delighted cell phone network service provider customers using self-administered questionnaires. A total of 593 responses were suitable for analysis. An exploratory factor analysis was used to uncover the interrelationships between the items measuring the study’s constructs. Furthermore, the measurement and structural models were assessed. Findings – Perceived employee service delivery skills and value significantly and positively influence customer satisfaction/delight experiences, while customer satisfaction/delight experiences significantly and positively influence their behavioural intentions. Research implications – The model tested confirms the hypothesised relationships between perceived employee service delivery skills, perceived value, customer satisfaction/delight experiences and behavioural intentions of cell phone network customers. Customer satisfaction/delight experiences are linked to their two antecedents (perceived employee service delivery skills and value) and their outcome, behavioural intention. Managerial implications – The findings assist cell phone network service providers in understanding how perceived employee service delivery skills and value can foster customer delight, ultimately leading to positive behavioural intentions from customers. Originality/value – The study focused only on satisfied customers and determined the interrelationships of the extent to which they encounter customer satisfaction/delight experiences and related constructs. Few research studies, however, have examined how customer satisfaction/delight experiences relate to the antecedents and outcome. Keywords Perceived employee service delivery skills, Perceived value, Customer satisfaction, Customer delight, Customer satisfaction/delight experiences, Behavioural intention, Cell phone network service provider.
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- Authors: Roberts-Lombard, Mornay , Petzer, Daniël Johannes
- Date: 2018
- Subjects: Perceived value , Customer satisfaction , Behavioural intention
- Language: English
- Type: Article
- Identifier: http://hdl.handle.net/10210/273304 , uj:29113 , Citation: Mornay Roberts-Lombard, Daniël Johannes Petzer, (2018) "Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective", European Business Review, Vol. 30 Issue: 4, pp.427-445, https://doi.org/10.1108/EBR-03-2017-0061
- Description: Abstract: Purpose – The study investigates the extent to which the satisfaction/delight experienced by customers of cell phone network service providers is influenced by their perceptions of the networks’ employee service delivery skills and the value that the customers derive from the networks’ offerings. In turn, the influence of the extent of their satisfaction/delight on future behavioural intention is determined. Design/methodology/approach – An explanatory research design was followed and data was collected from satisfied/delighted cell phone network service provider customers using self-administered questionnaires. A total of 593 responses were suitable for analysis. An exploratory factor analysis was used to uncover the interrelationships between the items measuring the study’s constructs. Furthermore, the measurement and structural models were assessed. Findings – Perceived employee service delivery skills and value significantly and positively influence customer satisfaction/delight experiences, while customer satisfaction/delight experiences significantly and positively influence their behavioural intentions. Research implications – The model tested confirms the hypothesised relationships between perceived employee service delivery skills, perceived value, customer satisfaction/delight experiences and behavioural intentions of cell phone network customers. Customer satisfaction/delight experiences are linked to their two antecedents (perceived employee service delivery skills and value) and their outcome, behavioural intention. Managerial implications – The findings assist cell phone network service providers in understanding how perceived employee service delivery skills and value can foster customer delight, ultimately leading to positive behavioural intentions from customers. Originality/value – The study focused only on satisfied customers and determined the interrelationships of the extent to which they encounter customer satisfaction/delight experiences and related constructs. Few research studies, however, have examined how customer satisfaction/delight experiences relate to the antecedents and outcome. Keywords Perceived employee service delivery skills, Perceived value, Customer satisfaction, Customer delight, Customer satisfaction/delight experiences, Behavioural intention, Cell phone network service provider.
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The influence of perceived justice on service satisfaction and behaviour intentions following service recovery efforts in retail banking
- Petzer, Daniel J., De Meyer-Heydenrych, Christine F.
- Authors: Petzer, Daniel J. , De Meyer-Heydenrych, Christine F.
- Date: 2017
- Subjects: Behavioural intention , Service encounter , Service satisfaction
- Language: English
- Type: Articles
- Identifier: http://hdl.handle.net/10210/244525 , uj:25286 , Citation: Petzer, D.J. & De Meyer-Heydenrych, C.F. 2017. The influence of perceived justice on service satisfaction and behaviour intentions following service recovery efforts in retail banking.
- Description: Abstract: Purpose: The interactional and distributive dimensions of perceived justice as one of its objectives is to reveal the link between perceived justice and service satisfaction. This study considers the influence of the perceived justice that South African retail bank customers experience, based on: the service recovery efforts of these banks in response to their complaints, the customers’ service satisfaction, and, consequently, the behavioural intention towards these banks. Design/Methodology/approach: This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. Two-hundred and eighty-one respondents completed a structured self-administered questionnaire. Findings: The study found that interactional and distributive justice experienced in response to the service recovery efforts of a bank significantly and positively influence service satisfaction, and that service satisfaction in turn significantly and positively influences the behavioural intention of these customers. However, it was found that interactional and distributive justice had no direct effect on behavioural intention. Research implications: The research model tested addresses the interfaces between service receivers’ perception of interactional justice, distributional justice and service satisfaction as well as the interface between service satisfaction and behavioural intention. The tested research model indicates that both are interrelated through service satisfaction. Managerial implications: It is evident from the findings that retail banks should utilise the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers’ levels of service satisfaction and behavioural intention. Originality/Value: This study contributes to build a nomological framework of constructs in service encounters consisting of service receivers’ perceived justice, service satisfaction and behavioural intention.
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- Authors: Petzer, Daniel J. , De Meyer-Heydenrych, Christine F.
- Date: 2017
- Subjects: Behavioural intention , Service encounter , Service satisfaction
- Language: English
- Type: Articles
- Identifier: http://hdl.handle.net/10210/244525 , uj:25286 , Citation: Petzer, D.J. & De Meyer-Heydenrych, C.F. 2017. The influence of perceived justice on service satisfaction and behaviour intentions following service recovery efforts in retail banking.
- Description: Abstract: Purpose: The interactional and distributive dimensions of perceived justice as one of its objectives is to reveal the link between perceived justice and service satisfaction. This study considers the influence of the perceived justice that South African retail bank customers experience, based on: the service recovery efforts of these banks in response to their complaints, the customers’ service satisfaction, and, consequently, the behavioural intention towards these banks. Design/Methodology/approach: This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. Two-hundred and eighty-one respondents completed a structured self-administered questionnaire. Findings: The study found that interactional and distributive justice experienced in response to the service recovery efforts of a bank significantly and positively influence service satisfaction, and that service satisfaction in turn significantly and positively influences the behavioural intention of these customers. However, it was found that interactional and distributive justice had no direct effect on behavioural intention. Research implications: The research model tested addresses the interfaces between service receivers’ perception of interactional justice, distributional justice and service satisfaction as well as the interface between service satisfaction and behavioural intention. The tested research model indicates that both are interrelated through service satisfaction. Managerial implications: It is evident from the findings that retail banks should utilise the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers’ levels of service satisfaction and behavioural intention. Originality/Value: This study contributes to build a nomological framework of constructs in service encounters consisting of service receivers’ perceived justice, service satisfaction and behavioural intention.
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