“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services
Abstract
:1. Introduction
2. Literature Review and Hypotheses
2.1. B2B Customer Perceived Value
2.2. Hypotheses Development
2.2.1. Customer Perceived Value and B2B Customer Satisfaction
2.2.2. Customer Perceived Value and B2B Customer Trust
2.2.3. Customer Perceived Value and B2B Switching Costs
2.2.4. Customer Perceived Value and B2B Repurchase Intent
2.2.5. Customer Perceived Value and B2B Recommendation Intention
2.3. Conceptual Model
3. Materials and Methods
3.1. Sample
3.2. Measurement Scales
3.3. Data Analysis
4. Results
4.1. Analysis of the Measurement Model
4.2. Analysis of the Structural Model
5. Discussion
5.1. Theoretical Contribution
5.2. Practical Applications
6. Conclusions and Future Work
Author Contributions
Funding
Data Availability Statement
Conflicts of Interest
References
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Item Scales 1 | REP | ADV | SAT | SC | CPV | TRU |
---|---|---|---|---|---|---|
I will probably use my express delivery provider again. | 0.899 | |||||
I have the intention to purchase the services of my express delivery provider in the future. | 0.912 | |||||
I may use my express delivery provider’s services very frequently in the future. | 0.912 | |||||
I will say positive things about my express delivery provider to other people. | 0.939 | |||||
I will recommend my express delivery provider to other people who ask me. | 0.933 | |||||
I will encourage friends and family to do business with my express delivery supplier. | 0.874 | |||||
I am satisfied with the services of my express delivery provider. | 0.873 | |||||
Overall, I am satisfied when using the services of my express delivery provider. | 0.921 | |||||
Using the services of this express delivery provider is a satisfying experience. | 0.910 | |||||
My choice to use my express delivery provider was the right one. | 0.942 | |||||
Overall, I am satisfied with my express delivery supplier. | 0.917 | |||||
I believe I made the right decision in choosing to rely on my express delivery provider for my service needs. | 0.896 | |||||
Certainly if I switch to another express delivery provider it probably would not be as good as the current one. | 0.770 | |||||
I am not sure if switching to another express delivery provider would be good for me. | 0.706 | |||||
I already know the staff; changing express delivery providers would be like starting from scratch. | 0.720 | |||||
My express delivery supplier has a strong social reputation. | 0.712 | |||||
My express delivery provider’s employees are available to help my company achieve my objectives. | 0.874 | |||||
My express delivery supplier’s employees are available to add value to my business. | 0.898 | |||||
My express delivery supplier’s employees are available to help improve my company’s sales and image. | 0.915 | |||||
I am satisfied with my express delivery supplier’s level of innovation and leadership position in their field. | 0.789 | |||||
In our relationship, I can always rely on my express delivery supplier. | 0.905 | |||||
In our relationship, my express delivery supplier always gets it right. | 0.911 | |||||
In our relationship, my express delivery supplier has high reliability and integrity. | 0.911 |
Scales 1 | Mean | SD | CA | Rho A | CR | AVE |
---|---|---|---|---|---|---|
REP | 5.145 | 1.311 | 0.893 | 0.893 | 0.934 | 0.824 |
ADV | 5.036 | 1.312 | 0.905 | 0.936 | 0.940 | 0.838 |
SAT | 5.198 | 1.106 | 0.958 | 0.960 | 0.967 | 0.828 |
SC | 4.696 | 1.414 | 0.707 | 0.712 | 0.818 | 0.529 |
CPV | 4.626 | 1.393 | 0.892 | 0.892 | 0.926 | 0.758 |
TRU | 4.735 | 1.251 | 0.895 | 0.896 | 0.934 | 0.826 |
Scales 1 | REP | ADV | SAT | SC | CPV |
---|---|---|---|---|---|
REP | − | ||||
ADV | 0.778 | − | |||
SAT | 0.825 | 0.790 | − | ||
SC | 0.683 | 0.722 | 0.722 | − | |
CPV | 0.534 | 0.624 | 0.708 | 0.853 | − |
TRU | 0.674 | 0.675 | 0.833 | 0.775 | 0.830 |
Effects on Endogenous Variables 1 | Path Coeff. | Confidence Intervals (97.5%) | Significance of Effect (p-Value) | |
---|---|---|---|---|
2.5%CIlo | 97.5%CIhi | |||
CPV → SAT (H1) | 0.661 | 0.562 | 0.759 | Yes (0.000) |
CPV → TRU (H2) | 0.417 | 0.292 | 0.542 | Yes (0.000) |
SAT → TRU (H3) | 0.499 | 0.343 | 0.655 | Yes (0.000) |
CPV → SC (H4) | 0.287 | 0.120 | 0.454 | Yes (0.001) |
SAT → SC (H5) | 0.497 | 0.356 | 0.639 | Yes (0.000) |
SC → REP (H6) | 0.296 | 0.119 | 0.474 | Yes (0.001) |
TRU → REP (H7) | 0.414 | 0.236 | 0.593 | Yes (0.000) |
REP → ADV (H9) | 0.714 | 0.619 | 0.810 | Yes (0.000) |
Effects on Endogenous Variables 1 | Path Coeff. | Confidence Intervals (97.5%) | Significance of Effect (p-Value) | |
---|---|---|---|---|
2.5%CIlo | 97.5%CIhi | |||
CPV → TRU → REP (H8, Full mediation) | 0.173 | 0.095 | 0.250 | Yes (0.000) |
CPV → TRU → REP → ADV (H10, Partial mediation) | 0.123 | 0.064 | 0.182 | Yes (0.000) |
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Correa, C.; Alarcón, D.; Cepeda, I. “I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services. Sustainability 2021, 13, 6013. https://doi.org/10.3390/su13116013
Correa C, Alarcón D, Cepeda I. “I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services. Sustainability. 2021; 13(11):6013. https://doi.org/10.3390/su13116013
Chicago/Turabian StyleCorrea, Carlos, David Alarcón, and Ignacio Cepeda. 2021. "“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services" Sustainability 13, no. 11: 6013. https://doi.org/10.3390/su13116013