The Relations between Customer Engagement, Perceived Value and Satisfaction: The Case of Mobile Applications

The main purpose of the paper is to reveal theoretically the relations between customer engagement, customer perceived value and satisfaction and to test them empirically in the case of mobile applications. Based on literature analysis, relations between customer engagement, perceived value and sati...

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Bibliographic Details
Published in:Procedia, social and behavioral sciences social and behavioral sciences, 2015-12, Vol.213, p.659-664
Main Authors: Dovaliene, Aiste, Masiulyte, Akvile, Piligrimiene, Zaneta
Format: Article
Language:English
Subjects:
Customer engagement
Engagement dimensions
Mobile applications
Perceived value
Satisfaction
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Summary:The main purpose of the paper is to reveal theoretically the relations between customer engagement, customer perceived value and satisfaction and to test them empirically in the case of mobile applications. Based on literature analysis, relations between customer engagement, perceived value and satisfaction have been revealed. The quantitative research (survey) has been chosen in order to meet the purpose of the research and to test those relations empirically. The results of empirical research confirm the existence of relationships between all three constructs, however it was determined that cognitive dimension of customer engagement does not have impact on perceived value, and satisfaction has impact on customer engagement in the case of mobile apps, but findings can’t prove that reverse impact exist.
ISSN:1877-0428
1877-0428
DOI:10.1016/j.sbspro.2015.11.469