The effect of perceived value dimensions on customer loyalty with the mediation of customer loyalty with the mediation of customer satisfaction attributes

Wu, Fan

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Type :	Thesis
Subject :	HF Commerce
Main Author :	Wu, Fan
Title :	The effect of perceived value dimensions on customer loyalty with the mediation of customer loyalty with the mediation of customer satisfaction attributes
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Place of Production :	Tanjong Malim
Publisher :	Fakulti Pengurusan dan Ekonomi
Year of Publication :	2024
Corporate Name :	Perpustakaan Tuanku Bainun
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Abstract : Perpustakaan Tuanku Bainun

This study aimed to determine the effect of Customer Perceived Value (CPV) dimensions, namely Product Value (PV), Functional Value (FV), Hedonic Value (HV), Social Value (SV) and Financial Value (FINV), on Customer Satisfaction (CS) attributes, namely Delivery Satisfaction (DS), Dealer Service Satisfaction (DSS) and Purchase Satisfaction (PS), the effect of CPV dimensions and CS attributes on Customer Loyalty (CL), as well as the mediating effect of CS attributes in the effect of CPV dimensions on CL. This study adopted quantitative research. Data were collected from a sample of 500 Chinese car buyers, which were selected using convenience sampling, and analyzed using multiple linear regression. The findings revealed that at significance level of0.001, all CPV dimensions, namely PV (P=0.426), FV (P=0.518), HV (P=0.415), SV (P=0.542) and FINV (P=0.446) have a significant positive effect on DS. The CPV dimensions, namely PV (P=0.576), FV (P=0.668), HV (P=0.565), SV (0.692) and FINV (P=0.596) also have a significant positive effect on DSS at the significance level of 0.001. Besides, the CPV dimensions, namely PV (P=0.451), FV (P=0.543), HV (P=0.44), SV (P=0.567) and FINV (P=0.471) have a significant positive effect on PS at the significance level of 0.001. In addition, at 0.001 significance level, all the CPV dimensions, namely PV (P=0.351), FV (P=0.516), HV (P=0.462), SV (P=0.382) and FINV (P=0.416) as well as CS attributes, namely DS (P=0.316), DSS (P=0.206) and PS (P=0.315), have a significant positive effect on CL. The findings also demonstrated the significant mediating effect of DS, DSS and PS in the relationship between CPV dimensions and CL (p

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