Perceived Value Service Quality Jamaquio

Perceived Value.
The level of satisfaction among respondents regarding their decision to buy online, as
evidenced by the highest mean score of 4.03. This suggests a generally positive sentiment among
participants, highlighting a favorable perception of the online purchasing experience. The convenience
that the online shopping platforms offer is valuable and gives the customers satisfaction. This finding was
supported by Finical Holdings, LLC (2022), that traditional shopping demands time and energy, involving
preparing the kids, securing the house, navigating through traffic, and enduring the challenges of
traversing aisles and enduring lengthy queues. Conversely, online shopping offers a swift and effortless
experience, completed in just a few clicks. While the products purchased have a better quality obtain the
lowest mean with 3.77 indicating that it does not exceed the customers expectation of the product as per
Boyd (2023) numerous consumers exhibit a strong desire for tactile experiences, and when unable to
physically touch items, they often experience frustration and dissatisfaction. The perceived value
achieved a moderate satisfaction level, as evidenced by the overall mean of 3.90. Perceived value
obtained an overall mean of 3.90 which was indicated as moderately satisfied. This means that the overall
value of the product offered meets the expectation of the customer, especially satisfied with the decision
to buy online. The obtained overall mean of 3.90 for perceived value signifies a level of moderate
satisfaction. This indicates that the product's overall value aligns with the customer's expectations, with a
notable emphasis on contentment regarding the decision to make an online purchase. The customers
appear to find the value proposition of the product satisfactory, particularly in the context of their choice to
engage in online shopping. In a 2016 Harvard Business Review article titled "The Elements of Value," Eric
Almquist, John Senior, and Nicolas Bloch presented their research, uncovering 30 distinct elements of
value. They recognized the challenge of pinpointing what consumers genuinely appreciate, emphasizing
that it extends beyond mere price comparisons.
Perceived Service Quality. Respondents expressed the highest level of satisfaction, with a mean score of
4.03, regarding the ease of browsing and operating online shopping websites. This indicates a positive
response to the user-friendly nature of these platforms. Online shopping websites are designed for user-
friendly navigation, allowing customers to effortlessly browse through a diverse range of products. The
intuitive interfaces and streamlined processes contribute to the ease of operation, enhancing the overall
shopping experience. According to Baluch (2022), online shopping is convenient and offers a variety of
products you may not be able to find at your local stores. It's easier to comparison shop online, where you
can access prices, reviews, and product details with a click. Moreover, many online shopping websites
employ responsive design, ensuring compatibility across various devices, from desktops to smartphones,
enhancing accessibility for users on the go. The combination of these features not only makes online
shopping convenient but also provides a user-centric and enjoyable platform, fostering customer
satisfaction and loyalty. Overall, the user-friendly design and functionality of online shopping websites
contribute significantly to their appeal and popularity in the modern retail landscape. While the problem
was resolved after contacting customer service obtain the lowest mean with 3.72. This indicates a certain
level of effectiveness or satisfaction with the resolution process after contacting customer service. In
accordance with Shataieva's findings in 2023, In the realm of customer service, customers anticipate a
more meaningful resolution beyond mere financial compensation when issues arise. Survey data
indicates that only 43% of participants find satisfaction in refunds alone. Conversely, 50% express
contentment when the resolution includes elements such as an apology, empathy, or non-monetary
compensation. Notably, 60% of respondents reported greater happiness when receiving a combination of
both financial and empathetic resolutions. The overall mean of 3.96 for perceived service quality indicates
a moderate level of satisfaction. The findings from the research suggest that the impact of e-service
quality on customer perception factors can vary based on its dimensional characteristics. (Fan et al.,
2022). In exploring the dimensions of e-service quality, factors such as responsiveness, reliability, and
user interface design may exert distinct effects on how customers perceive their overall online shopping
experience. This nuanced understanding underscores the importance of considering specific aspects of
e-service quality in tailoring strategies to enhance customer satisfaction and engagement in the dynamic
landscape of online commerce.

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