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The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas

Year 2017, Issue: 11, 21 - 35, 07.12.2017

Behrooz Moradi Fakhredin Maroofi Arman Ahmadizad

Abstract

A multidimensional pattern of consumer trust, perceived value and behavioral loyalty have been investigated in the present research. We used a questionnaire to collect data, and SPSS software and SEM method for analyzing gathered data. The questionnaire validity and reliability was confirmed by content validity, construct validity and Cronbach's alpha tests. Statistical population includes governmental and non-governmental insurance customers. The sampling method is market share-based classified random method.
In governmental companies' area, findings showed the impact of cognitive trust and utilitarian perceived
value on repurchase intention is stronger than non-governmental area. No relationship has been seen
between affective trust and hedonic perceived value in the governmental area, and the relationship between
hedonic value and advocacy intention in the non-governmental area. In addition, the utilitarian perceived
value impact on hedonic perceived value in the governmental area is stronger than another area. Totally,
the severity of the relationship between trust, perceived value and loyalty aspects in governmental insurance
is more than non-governmental part.

Keywords

Cognitive and affective trust hedonic and utilitarian value repurchase and advocacy intentions

References

  • Agraval, R., Gaur, S. s., & Narayanan, A. (2012). determining customer loyalty: Review and model. The marketing review,vol 12. no 3, 275-289.
  • Anderson, K. C., Knight, D. K., Pookulangara, S., & Josiam, B. (2014). Influence of hedonic and utilitarian motivations on retailer loyalty and purchase intention: a facebook prespective. J.Retail.Consum.Serv.21 (5), 773-779.
  • Boksberger, P. E., & melsen, L. (2011). Perceived value: A critical examination of definations,concepts and measures for the service industry. J.serv.mark. 25 (3), 229-240.
  • Chai, J. C., Malhotra, N. K., & Alpert, F. (2015). A two dimensional model of trust-value-loyalty in service relationships. Journal of retailing and consumer services, 23-31.
  • Chang, C., & Dibb, S. (2012). Reviewing and conceptualizing customer-perceived value. The marketing review,vol.12 no.3, 253-274.

Year 2017, Issue: 11, 21 - 35, 07.12.2017

Behrooz Moradi Fakhredin Maroofi Arman Ahmadizad

Abstract

References

  • Agraval, R., Gaur, S. s., & Narayanan, A. (2012). determining customer loyalty: Review and model. The marketing review,vol 12. no 3, 275-289.
  • Anderson, K. C., Knight, D. K., Pookulangara, S., & Josiam, B. (2014). Influence of hedonic and utilitarian motivations on retailer loyalty and purchase intention: a facebook prespective. J.Retail.Consum.Serv.21 (5), 773-779.
  • Boksberger, P. E., & melsen, L. (2011). Perceived value: A critical examination of definations,concepts and measures for the service industry. J.serv.mark. 25 (3), 229-240.
  • Chai, J. C., Malhotra, N. K., & Alpert, F. (2015). A two dimensional model of trust-value-loyalty in service relationships. Journal of retailing and consumer services, 23-31.
  • Chang, C., & Dibb, S. (2012). Reviewing and conceptualizing customer-perceived value. The marketing review,vol.12 no.3, 253-274.
There are 5 citations in total.

Details

Journal Section Articles
Authors

Behrooz Moradi This is me 0000-0002-3612-5150

Fakhredin Maroofi This is me 0000-0002-1620-5591

Arman Ahmadizad This is me 0000-0003-3807-7663

Publication Date December 7, 2017
Published in Issue Year 2017 Issue: 11

Cite

APA Moradi, B., Maroofi, F., & Ahmadizad, A. (2017). The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas. Bankacılık Ve Sigortacılık Araştırmaları Dergisi, 2(11), 21-35.
AMA Moradi B, Maroofi F, Ahmadizad A. The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas. BSAD. December 2017;2(11):21-35.
Chicago Moradi, Behrooz, Fakhredin Maroofi, and Arman Ahmadizad. “The Investigating of Cognitive and Affective Two-Dimensional Pattern Between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas”. Bankacılık Ve Sigortacılık Araştırmaları Dergisi 2, no. 11 (December 2017): 21-35.
EndNote Moradi B, Maroofi F, Ahmadizad A (December 1, 2017) The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas. Bankacılık ve Sigortacılık Araştırmaları Dergisi 2 11 21–35.
IEEE B. Moradi, F. Maroofi, and A. Ahmadizad, “The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas”, BSAD, vol. 2, no. 11, pp. 21–35, 2017.
ISNAD Moradi, Behrooz et al. “The Investigating of Cognitive and Affective Two-Dimensional Pattern Between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas”. Bankacılık ve Sigortacılık Araştırmaları Dergisi 2/11 (December 2017), 21-35.
JAMA Moradi B, Maroofi F, Ahmadizad A. The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas. BSAD. 2017;2:21–35.
MLA Moradi, Behrooz et al. “The Investigating of Cognitive and Affective Two-Dimensional Pattern Between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas”. Bankacılık Ve Sigortacılık Araştırmaları Dergisi, vol. 2, no. 11, 2017, pp. 21-35.
Vancouver Moradi B, Maroofi F, Ahmadizad A. The Investigating of Cognitive and Affective Two-Dimensional Pattern between Consumer Trust, Perceived Value and Behavioral Loyalty in Iran Governmental and Non-Governmental Insurance Areas. BSAD. 2017;2(11):21-35.