Consumer perceived value

Hardeep Chahal

70 citations0/0 files storedInternational Journal of Pharmaceutical and Healthcare Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Patient Satisfaction in Healthcare Health, Technology, Consumer Behavior

Abstract

Abstract Purpose – The purpose of this paper is to analyze the dimensionality of the consumer perceived value (CPV) concept, development of a CPV scale and its measurement in the Indian healthcare sector. Design/methodology/approach – The data on consumer perceived value are gathered from 515 inpatients. The scale development is performed through exploratory factor analysis, reliability and validity analysis, and confirmatory analysis. Findings – CPV scale in healthcare sector is a multidimensional scale represented by 27 items spread over six dimensions that are significant for consumer value measurement. The dimensions include acquisition value (AV), transaction value (TV), efficiency value (EV), aesthetic value (ESV), social interaction value (SI) and self gratification value (SG). Research limitations/implications – The study is theoretically limited to value and its antecedents. Research work on relationship of consumer perceived value with service quality, customer relationship management, internal marketing orientation, external marketing orientation and financial performance need to be pursued further for richer insight into the inter‐related service marketing concepts. The study is limited to indoor patients only and the perceptions of employees and other stakeholders are important to understand their overall affect on CPV. Originality/value – The study has unique value to the healthcare literature, both from theoretical and managerial perspectives. The study produced a standardized scale of consumer perceived value which can be used in both public and private healthcare sectors. It incorporates valuation of functional and affective aspects, and provides overall quantification of the value perceived by Indian healthcare consumers.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 70 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1996The Behavioral Consequences of Service Quality 1979Review of Psychometric theory (2nd ed.).1994Marketing Research: An Applied Orientation 2001Consumer perceived value: The development of a multiple item scale 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations

Cited by

2014Involvement, Satisfaction, Perceived Value, and Revisit Intention: A Case Study of a Food Festival 2020How product and process knowledge enable consumer switching to remanufactured laptop computers in circular economy 2021The Impact of Scarcity of Medical Protective Products on Chinese Consumers’ Impulsive Purchasing during the COVID-19 Epidemic in China 2016The association between perceived value and patient loyalty in public university hospitals in Turkey

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.