Relationships Among Perceived Value, Satisfaction, and e-Trust: An e-CRM View of Online Restaurant Consumption

Zhang Gang (), Wang Zongshui () and Zhao Hong ()
Additional contact information
Zhang Gang: School of Economics and Management, University of Chinese Academy of Sciences, Beijing100190, China
Wang Zongshui: School of Economics and Management, Beijing Information Science and Technology University, Beijing100192, China
Zhao Hong: Sino-Danish College, University of Chinese Academy of Sciences, Beijing100190, China

Journal of Systems Science and Information, 2020, vol. 8, issue 5, 458-475

Abstract: This paper aims to propose a new trend in research which integrates the online customer relationship management through the perspectives of perceived value, satisfaction, and e-trust regarding the online restaurant in Chinese e-CRM business backgrounds. This study constructs a structural equation model to analyze the online restaurant marketing with the research perspective of the relationships among perceived value, satisfaction and e-Trust, corresponding to the cognitive belief, affective experiences and cognitive behavior of e-CRM. This model proposes six hypotheses concerning the relationships among perceived value, satisfaction and e-trust, aiming to demonstrate the predominant factors affecting the online restaurant sales and further to have a better understanding of the customers’ preferences on placing orders and purchases in the online context. The results show that there is a series of connections among perceived value, satisfaction and e-trust, and most of them are important. First, the perceived value has an incentive effect on satisfaction, e-trust, and customers’ commitment to a relationship. Second, satisfaction has a positive impact on e-trust and leads to the commitment to a relationship. Third, e-trust positively affects the consumer commitment to a relationship. In addition, production quality, service quality and price fairness have a significant impact on the perceived value.

Keywords: perceived value; satisfaction; e-Trust; e-CRM; online restaurant consumption (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://doi.org/10.21078/JSSI-2020-458-18 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bpj:jossai:v:8:y:2020:i:5:p:458-475:n:5

DOI: 10.21078/JSSI-2020-458-18

Access Statistics for this article

Journal of Systems Science and Information is currently edited by Shouyang Wang

More articles in Journal of Systems Science and Information from De Gruyter
Bibliographic data for series maintained by Peter Golla ().