Original scientific paper
https://doi.org/10.1080/1331677X.2019.1584043
Risk and perceived value: antecedents of customer satisfaction and loyalty in a sustainable business model
Mircea Andrei Scridon
; Marketing Department, Faculty of Economics and Business Administration, Babes-Bolyai University, Cluj-Napoca, Romania
Sorin Adrian Achim
; Accounting Department, Faculty of Economics and Business Administration, Babes-Bolyai University, Cluj-Napoca, Romania
Mirela Oana Pintea
; Finance Department, Faculty of Economics and Business Administration, Babes-Bolyai University, Cluj-Napoca, Romania
Marius Dan Gavriletea
; Business Department, Faculty of Business, Babes-Bolyai University, Cluj-Napoca, Romania
Abstract
In the contemporary economic environment, each company that succeeds in creating and offering value to its clients/consumers will be able to survive in the market and even record profit for the medium and long time–thus value represents a driving force for a sustainable business model. Considering the significant role of perceived value within strategic management, the main purpose of this research is to identify and test an adequate conceptual frame in order to study the value concept and its connections with satisfaction, loyalty and perceived risk in order to offer a proper management tool for monitoring the sustainability of an existing business. So, this study proposed and tested concepts in the context of the S.M.E. market in Romania. Results show that both risk and value play a significant role in influencing satisfaction and customer loyalty, thus, in the end, company bottom line.
Keywords
Perceived value; risk; structural equation modelling
Hrčak ID:
228737
URI
Publication date:
22.1.2019.
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