Article: Does customer satisfaction exist in purchasing and usage of electronic home appliances in Bangladesh through interaction effects of social media? Journal: International Journal of Business Excellence (IJBEX) 2021 Vol.23 No.1 pp.113 - 137 Abstract: The objective of the study was to investigate the impact of product quality, quality of service and perceived value on customer satisfaction with the intensity of social media effect. The study was conducted based on quantitative research methodology for which a structured questionnaire was developed to collect data from 323 households in Bangladesh. A judgmental sampling technique was adopted for data collection by using the social media. Collected data was analysed using SEM-AMOS and SPSS. The result revealed that product quality, quality of service and perceived value have positive and significant effects on customer satisfaction with usage level of social media. The outcomes of this study will help managers promote their brands through social media to build a strong customer base. This study also contributes to the body of knowledge by providing some evidence of relationships among product quality, quality of service, perceived value and customer satisfaction. Inderscience Publishers - linking academia, business and industry through research

Title: Does customer satisfaction exist in purchasing and usage of electronic home appliances in Bangladesh through interaction effects of social media?

Authors: Md. Uzir Hossain Uzir; Abu Bakar Abdul Hamid; Ahmad Shaharudin Abdul Latiff

Addresses: Putra Business School (PBS), University Putra Malaysia (UPM), Level 3, Office Building of the Deputy Vice Chancellor (Research & Innovation), UPM, 43400, Seri Kembangan, Selangor, Malaysia ' Putra Business School (PBS), University Putra Malaysia (UPM), Level 3, Office Building of the Deputy Vice Chancellor (Research & Innovation), UPM, 43400, Seri Kembangan, Selangor, Malaysia ' Putra Business School (PBS), University Putra Malaysia (UPM), Level 3, Office Building of the Deputy Vice Chancellor (Research & Innovation), UPM, 43400, Seri Kembangan, Selangor, Malaysia

Abstract: The objective of the study was to investigate the impact of product quality, quality of service and perceived value on customer satisfaction with the intensity of social media effect. The study was conducted based on quantitative research methodology for which a structured questionnaire was developed to collect data from 323 households in Bangladesh. A judgmental sampling technique was adopted for data collection by using the social media. Collected data was analysed using SEM-AMOS and SPSS. The result revealed that product quality, quality of service and perceived value have positive and significant effects on customer satisfaction with usage level of social media. The outcomes of this study will help managers promote their brands through social media to build a strong customer base. This study also contributes to the body of knowledge by providing some evidence of relationships among product quality, quality of service, perceived value and customer satisfaction.

Keywords: customer satisfaction; product quality; quality of service; perceived value; social media; structural equation model; SEM; electronic home appliance.

DOI: 10.1504/IJBEX.2021.111919

International Journal of Business Excellence, 2021 Vol.23 No.1, pp.113 - 137

Received: 04 Apr 2019
Accepted: 21 May 2019
Published online: 21 Dec 2020 *

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Title: Does customer satisfaction exist in purchasing and usage of electronic home appliances in Bangladesh through interaction effects of social media?

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