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Hospital service quality: a managerial challenge

Rose RC, Uli J, Abdul M, Ng KL

Int J Health Care Qual Assur Inc Leadersh Health Serv, 2004;17(2-3):146-59.
PMID: 15301271

While much is known generally about predictions of customer-perceived service quality, their application to health services is rarer. No attempt has been made to examine the impact of social support and patient education on overall service quality perception. Together with six quality dimensions identified from the literature, this study seeks to provide a more holistic comprehension of hospital service quality prediction. Although 79 percent of variation is explained, other than technical quality the impact of the remaining factors on quality perception is far from constant, and socio-economic variables further complicate unpredictability. Contrary to established beliefs, the cost factor was found to be insignificant. Hence, to manage service quality effectively, the test lies in how well healthcare providers know the customers they serve. It is not only crucial in a globalized environment, where trans-national patient mobility is increasingly the norm, but also within homogeneous societies that appear to converge culturally.

Matched MeSH terms: Consumer Behavior
Fulltext Factors influecing customer's trust in online shopping among executives in a bank

Nadiah Tasin

Malaysian Journal of Social Sciences and Humanities, 2017;2(3):47-60.
MyJurnal

Having many advantages that traditional shopping lack of, online shopping is now enjoying its
predominance and rapid development in Malaysia. In many previous researches, focus has been found
in the relationship between consumer trust and its antecedents. The objective of this study is to
examine some factors affecting consumer trust in Malaysia as well as to investigate the relationship
between trust and purchasing decision. A questionnaire was distributed among bank employees of
CIMB Bank Berhad. Correlations and regressions were used in analyzing the data. This paper provides
evidence that trust in online shopping is built on information quality, online consumer review and site
quality. It also proves that trust contributes to the online purchasing decision.

Matched MeSH terms: Consumer Behavior
Fulltext Car lease swap business: its mechanism and owner’s choice in Malaysia

NOORIHA ABDULLAH, MOHD FAIZOL RIZAL MOHD RASID, NURHAFIZAH NORMAN@ZAKARIA

Malaysian Journal of Qualitative Research, 2019;5(1):41-49.
MyJurnal

This paper describes the Malaysian car owners’ preference to purchase their car through car lease swap arrangement. Since owning a car nowadays is a necessity for most individuals, people will try to find the easiest and fastest way to own a car. Hence, the aim of this paper is to describe the issues of car lease swap businesses conducted in Malaysia, in particular to understand the reasons, business mechanism, and benefits of buying a car via this method. Due to limited empirical studies on car lease swap arrangement in Malaysia, the research adopted a qualitative approach, which utilises the snowball method to identify its participants. Interviews were conducted with relevant parties, who were directly involved in car lease swap business, which include the car lease dealers, the car owners and third parties (buyers). The findings indicate that the car lease dealers were the most to gain out of this business, meanwhile the car owners were worse off. Compared to the third parties, the car owners benefited from the convenient arrangement of the business. Nevertheless, due to its vague legality, it is possible to have negative implications on all parties involved. As such, future research should look at all parties involved in investigating the issues of this car lease swap business, such as relevant government agencies and all other stakeholders.

Matched MeSH terms: Consumer Behavior
Fulltext FACTORS INFLUENCING CONSUMERS IN USING SHOPEE FOR ONLINE PURCHASE INTENTION IN EAST COAST MALAYSIA

KIEW CHEE CHING, ZUHA ROSUFILA ABU HASAN, NADIA ABU HASAN

UMT Journal of Undergraduate Research, 2021;3(1):45-56.
MyJurnal

Shopee online has become increasingly popular among consumers for purchasing purposes as compared to brick-and-mortar retail due to the benefits and enjoyment that come with it. However, Shopee has facing intense competitive challenges with other competitors in Malaysia. In addition, it is also difficult for Shopee to compete with major leader of online shopping portal although this platform offers the same function and usage as its contender. Hence, it is important to understand consumer perceptions on the benefit and intention of using Shopee. This study examines consumer perceived usefulness, perceived ease of use, perceived price, perceived convenience and perceived trust adapted from the Technology Acceptance Model (TAM). 208 respondents who have experience online purchasing in East Cost of Malaysia were invited to participate in this study using online survey. Data were analyzed using descriptive, correlation and multiple regression analyses. The findings show that perceived convenience and perceived trust have strong influence towards consumer intention to use Shopee as platform to do online purchase. It is suggested that this study will help practitioners to understand consumer online shopping perception and intention in order to induce visitation and usage of Shopee.

Matched MeSH terms: Consumer Behavior
Fulltext Revisiting consumer brand preference sustaining strategy through co-creation corporate social responsibility in the hospitality industry

Siti Hajar Md. Jani, Irwan Ibrahim, Afizan Amer, Nordayana Zulkifli, Mumtaz Ahmad

Journal of Academia Universiti Teknologi MARA Negeri Sembilan, 2019;7(101):117-125.
MyJurnal

When a hotel firm loses their existing customers, the organization needs to draw new customers. This is to maintain their market share in the industries. However, in order to attract and capture new customers, it may need higher cost on advertising and promotional activities. Brand preference is generally used to quantify the effect of brand equity that will lead to brand awareness and customers brand loyalty. Therefore, this research is conducted to examine how co-creation corporate social responsibility (CSR) influence brand preference sustaining strategy in the hospitality industry. The study involved three main variables to distinguish the effect of environment, society and stakeholders (CSR) base program on consumer brand preferences. This research is conducted at one of the hotels in Kuala Lumpur City. The scope of the research focusing on the impact of co-creation (CSR) programs towards consumer brand preference. The respondents are among the walk-in consumer the hotel. Result of the study found that there is significant impact of the three base (CSR) programs on consumer brand preference in the hotel industries. This study also built up a useful insight to the industry players and (CSR) research to gain knowledge on the future development of co-creation CSR programs which promotes low cost and high impact result.

Matched MeSH terms: Consumer Behavior
Fulltext A systematic review protocol on small/kiddie cigarette packaging size and its impact on smoking

Mat Rifin H, Rodzlan Hasani WS, Ling MYJ, Robert Lourdes TG, Saminathan TA, Ab Majid NL, et al.

Syst Rev, 2020 01 13;9(1):13.
PMID: 31931868 DOI: 10.1186/s13643-019-1263-6

BACKGROUND: Small/kiddie cigarette packs consist of less than 20 cigarette sticks. Kiddie packs were recently proposed to be reintroduced by the tobacco industry with an excuse to prevent consumers from buying illicit cigarettes. By reintroducing kiddie packs, cigarettes will inevitably be more affordable and this would appeal to lower-income consumers especially teens. In this systematic review, we aimed to identify the impact of kiddie packs on smoking, specifically on smoking initiation, the urge/tendency to buy cigarettes and attempts to reduce cigarette consumption.
METHODS: This systematic review will be based on the review of original articles on the impact of kiddie packs on smoking. There is no restriction on the publication dates. The Cochrane Central Register of Controlled Trials, PubMed, EMBASE, Web of Science and Scopus will be searched to retrieve potential original articles. Additional records identified through other sources: Google Scholar, as well as Journal of Substance Use and Tobacco Control, are also to be searched. These will include original articles in any language which included all study designs (randomised controlled trials, quasi experimental and experimental studies, observational cross-sectional and cohort studies) comparing kiddie packs with regular cigarette packs. The primary outcomes of interest will be initiation of smoking and urge/tendency to buy cigarettes in the general population and attempts to reduce cigarette consumption among current smokers. Secondary outcomes will be the prevalence of smoking using kiddie packs among the current smokers.
DISCUSSION: This systematic review will provide evidence to support the impact of kiddie packs on smoking in terms of smoking initiation, smoking prevalence, urge/tendency to purchase cigarettes and attempts to reduce cigarette consumption. The findings from this review could be helpful to policymakers in regulating kiddie packs to control the consumption of tobacco.
SYSTEMATIC REVIEW REGISTRATION: PROSPERO CRD42018102325.

Matched MeSH terms: Consumer Behavior/economics*
Fulltext Does It Matter Who Exhibits More Green Purchase Behavior of Cosmetic Products in Asian Culture? A Multi-Group Analysis Approach

Quoquab F, Jaini A, Mohammad J

Int J Environ Res Public Health, 2020 07 21;17(14).
PMID: 32708199 DOI: 10.3390/ijerph17145258

This study attempts to investigate the moderating effect of gender on value-belief-norm relationships. In addition, this study aims to investigate the factors that affect green purchase behavior of cosmetics products. Particularly, this study investigates the causal relationships between values and pro-environmental beliefs, pro-environmental beliefs and personal norms and personal norms and green purchase behavior. An online survey was carried out which yielded 240 usable responses among which 79 responses were obtained from males and 161 from females. Data were analyzed using structural equation modeling, partial least square (PLS-SEM) approach and multi-group analysis (MGA) technique. Results revealed that all direct relationships were supported by the data. It was also found that gender moderates the relationships between altruistic values and pro-environmental beliefs, pro-environmental beliefs and personal norms and personal norms and green purchase behavior. Nevertheless, gender did not moderate the link between hedonic value and pro-environmental beliefs. This study contributes to the existing literature by considering gender as a moderator, which is comparatively new in the green purchase behavior literature. In addition, this study examines few new linkages: more specifically, incorporating hedonic value in value-belief link and adapting value-belief-norm (VBN) theory in measuring consumers' green purchase behavior.

Matched MeSH terms: Consumer Behavior
Fulltext The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

Salah OH, Yusof ZM, Mohamed H

PLoS One, 2021;16(3):e0243355.
PMID: 33662987 DOI: 10.1371/journal.pone.0243355

CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.

Matched MeSH terms: Consumer Behavior
Fulltext Examining the effect of logistics service quality on customer satisfaction and re-use intention

Lin X, Mamun AA, Yang Q, Masukujjaman M

PLoS One, 2023;18(5):e0286382.
PMID: 37256860 DOI: 10.1371/journal.pone.0286382

For logistics service providers (LSPs), improving customer satisfaction and obtaining customer re-use intention are key to gaining sustainable competitive advantages and success. Logistics service quality (LSQ) is a concern for logistics service providers, retailers, and customers. The proposed model, which is based on the stimuli-organism-response theory and the logistics service quality framework, integrates operational quality, resource quality, information quality, personal contact quality, customization quality, and customer satisfaction to study logistics service re-use intentions. The data were obtained from an online survey using a structured questionnaire given to those with experience in logistics service. Using partial least squares structural equation modeling on 810 respondents who were adult Chinese customers, this study discovered that operational, resource, information, personal contact, and customization qualities positively affect the satisfaction of logistics service customers, while customer satisfaction positively affects re-use intention. Moreover, the results of the mediation analysis revealed that customer satisfaction mediated the connection between the five components of LSQ and the re-use intention of logistics services. The originality of the study lies in its comprehensive examination of the direct and indirect effects of service quality dimensions on customer satisfaction and logistics service re-use intention in the context of logistics services. This study provides valuable insights into the importance of customer satisfaction in the logistics industry and highlights the need for logistics companies to prioritize customer satisfaction and improve their overall performance and competitiveness.

Matched MeSH terms: Consumer Behavior*
Fulltext A Future Forecasting for FMCG Firm Performance in Covid-19: An Investigation of Consumer and Business Survival

Sun Y, Li Y, Wang Y, Jiang D, Liu X

Front Public Health, 2021;9:723084.
PMID: 34604162 DOI: 10.3389/fpubh.2021.723084

The Covid-19 outbreak has spread over the world, limiting population and trade, causing job losses, and forcing businesses to close. The study's goal is to look at Covid-19's pandemic and consumer survival as a mediator for the future of running a business when FMCG companies are doing well. The researchers employed a basic random sampling strategy to do a layered transverse evaluation of samples. EFA, CFA, and SEM are used to choose data collection techniques for participants at Covid-19. According to the data, Malaysia has resulted in job losses, business growth, and customer satisfaction retention, as well as an increase in unemployment, company closures, and a drop in overall GDP. The impact of the Covid-19 epidemic on survival, production, and GDP has been demonstrated. Incorporating technology into all aspects of a company's working practices reveals the necessity and capacity of the organization to adapt to new scenarios.

Matched MeSH terms: Consumer Behavior
Fulltext What Influences the Perceived Trust of a Voice-Enabled Smart Home System: An Empirical Study

Liu Y, Gan Y, Song Y, Liu J

Sensors (Basel), 2021 Mar 13;21(6).
PMID: 33805702 DOI: 10.3390/s21062037

Contemporarily, almost all the global IT giants have aimed at the smart home industry and made an active strategic business layout. As the early-stage and entry-level product of the voice-enabled smart home industry, the smart speakers have been going through rapid development and rising fierce market competition globally in recent years. China, one of the most populous and largest markets in the world, has tremendous business potential in the smart home industry. The market sales of smart speakers in China have gone through rapid growth in the past three years. However, the market penetration rate of related smart home devices and equipment still stays extremely low and far from mass adoption. Moreover, the market sales of smart speakers have also entered a significant slowdown and adjustment period since 2020. Chinese consumers have moved from early impulsive consumption to a rational consumption phase about this early-stage smart home product. Trust in the marketing field is considered an indispensable component of all business transactions, which plays a crucial role in adopting new technologies. This study explores the influencing factors of Chinese users' perceived trust in the voice-enabled smart home systems, uses structural equation modeling (SEM) to analyze the interaction mechanism between different variables, and establishes a perceived trust model through 475 valid samples. The model includes six variables: system quality, familiarity, subjective norm, technology optimism, perceived enjoyment, and perceived trust. The result shows that system quality is the essential influence factor that impacts all other variables and could significantly affect the perceived trust. Perceived enjoyment is the most direct influence variable affected by system quality, subjective norm, and technology optimism, and it positively affects the perceived trust in the end. The subjective norm is one of the most distinguishing variables for Chinese users, since China has a collectivist consumption culture. People always expect their behavior to meet social expectations and standards to avoid criticism and acquire social integration. Therefore, policy guidance, authoritative opinions, and people with important reference roles will significantly affect consumers' perceived trust and purchase intention. Familiarity and technology optimism are important influential factors that will have an indirect impact on the perceived trust. The related results of this study can help designers, practitioners, and researchers of the smart home industry produce products and services with higher perceived trust to improve consumers' adoption and acceptance so that the market penetration rate of related products and enterprises could be increased, and the maturity and development of the voice-enabled smart home industry could be promoted.

Matched MeSH terms: Consumer Behavior
The educational environment and self-perceived clinical competence of senior medical students in a Malaysian medical school

Lai N, Nalliah S, Jutti RC, Hla Y, Lim VK

Educ Health (Abingdon), 2009 Aug;22(2):148.
PMID: 20029744

The educational environment is widely considered to be a major factor affecting students' motivation and learning outcomes. Although students' perceptions of their educational environment are often reported, we are unaware of any published reports that relate this information to students' clinical competence, either self-perceived or objectively measured.

Matched MeSH terms: Consumer Behavior/statistics & numerical data
Fulltext Using individual stated-preferences to optimize HIV self-testing service delivery among men who have sex with men (MSM) in Malaysia: results from a conjoint-based analysis

Shrestha R, Alias H, Wong LP, Altice FL, Lim SH

BMC Public Health, 2020 Nov 25;20(1):1777.
PMID: 33238941 DOI: 10.1186/s12889-020-09832-w

BACKGROUND: HIV self-testing (HIVST) has the potential to improve HIV testing uptake and frequency for key populations like MSM who experience multiple barriers accessing clinic-based HIV testing. In the absence of HIVST in Malaysia, there is no guidance to inform HIVST delivery. This study investigated the acceptability of HIVST and preferences about the HIVST service delivery approaches using a standardized stated preference method.
METHODS: A cross-sectional online survey conducted between January and April 2019 assessed the interest in HIVST in 544 MSM in Malaysia. Participants ranked eight hypothetical HIVST service delivery program elements with varied combinations of six, two-level HIVST service delivery program attributes (cost, privacy, accuracy, kit collection site, kit type, and testing support). SPSS conjoint procedure was used to estimate the relative importance of each attribute and preference across eight possible HIVST service delivery programs.
RESULTS: Overall, 70.4% had previously tested for HIV, and of those, 64.0% had done so in the past 6 months (45.0% of all participants). Of all the participants, 25.2% reported having used HIVST previously. The acceptability for HIVST service delivery models ranged from 44.9 to 77.1%, with mean acceptability of 56.2% across the eight hypothetical HIVST distribution scenarios. The HIVST service delivery scenario with the highest acceptability had the following attributes: no cost (free), anonymity (name not required), 99-100% accuracy, home-delivered, fingerstick, and testing support using telephone hotline or texting. HIVST cost was the most important attribute (relative importance score: RIS = 19.30) associated with acceptability, followed by anonymity (RIS = 18.41), accuracy (RIS = 17.33), kit delivery (RIS = 16.99), fingerstick kit (RIS = 15.86), and support (RIS = 12.08).
CONCLUSIONS: Acceptability for HIVST in Malaysian MSM was high but differed markedly by a number of HIVST delivery scenarios and attributes. These findings could be relevant as the Malaysian Ministry of Health is in the process of developing a regulatory framework for ensuring the quality of kits, as well as policies supporting safe use while broader implementation under national AIDS programs.

Matched MeSH terms: Consumer Behavior/statistics & numerical data*
Fulltext Moderated mediation role of ethnicity on natural skin care products purchasing intention model among multicultural consumers

Najm AA, Salih SA, Fazry S, Law D

PLoS One, 2024;19(3):e0300376.
PMID: 38512877 DOI: 10.1371/journal.pone.0300376

The trends for sustainable lifestyle and marketing motivated natural product consumption, such as natural skin care products (NSCPs). Different personal, environmental, and sociocultural factors influence purchase intention (PI) for NSCPs. However, there is a lack of evidence on the role of consumers' ethnicity in the PI model. The present study investigated the moderated mediation role of ethnicity in the relationship between related factors, including environmental concern, subjective norms, health factor, Halal certificate, packaging design, past experience factor, price factor, and PI mediated by personal attitude. A web-based survey was utilized to capture quantitative data from a random sample of 330 multicultural consumer group participants. The results of the study indicated that consumers' ethnicity substantially moderated the mediation effect of personal attitude in the relationships between subjective norms, health factor, Halal certificate, packaging design, past experience factor, price factor, and PI in the model. The findings contributed to understanding of the factors that influenced the PI of consumers from diverse sociocultural contexts in the market for natural products. It contributed directly to natural product marketing and industry.

Matched MeSH terms: Consumer Behavior
Fulltext Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Uzir MUH, Jerin I, Al Halbusi H, Hamid ABA, Latiff ASA

Heliyon, 2020 Dec;6(12):e05710.
PMID: 33367128 DOI: 10.1016/j.heliyon.2020.e05710

Customer is considered as the king in the world of business. The issue of customer satisfaction in electronics home appliances has received greater attention from academics and practitioners. In other words, customer satisfaction is a vital consideration in marketing. With the development of technology, new and innovative electronic home appliances are available in the market. Customers purchase and use the costly electronic home appliances where the satisfaction issue is an important concern. In Bangladesh, working families find the electronic home appliance very necessary. Companies offer state-of- the-art appliances for customers' household works. Therefore, the study intends to investigate the effect of product quality (PQ), quality of service (SQ) and perceived value on customer satisfaction (CS). In addition, this study also seeks this relationship shaped by customer's perceived value (CPV) as a key mechanism and interacted by social media usage. A total of 300 households were selected on a judgmental basis from Dhaka city in Bangladesh using a structured questionnaire. Collected data were CB-SEM (AMOS-v24) and SPSS. The findings showed PQ and SQ have positive effects on CS; SQ affects, but PQ does not affect CPV. CPV has a mixing mediating effect on SQ and CS relationship and PQ and CS relationship. Importantly, the positive impact of PQ, SQ and CPV is greater on customers who exhibit higher social media use. The conceptual framework was buttressed by EDT theory. The study contributed to contextual and theoretical knowledge in regards to home appliances. The practicing managers can collect an insight of customer satisfaction for their business.

Matched MeSH terms: Consumer Behavior
Fulltext Psychology in action: Social media communication, CSR, and consumer behavior management in banking

Liu Y, Naveed RT, Kanwal S, Tahir Khan M, Dalain AF, Lan W

PLoS One, 2023;18(8):e0289281.
PMID: 37590276 DOI: 10.1371/journal.pone.0289281

In today's digitally interconnected world, social media emerges as a powerful tool, offering different opportunities for modern businesses. Not only do organizations use social media for marketing purposes, but they also endeavor to influence consumer psychology and behavior. Although prior studies indicate social media's efficacy in disseminating corporate social responsibility (CSR) communications, there remains a dearth of research addressing the impact of CSR-related messaging from banks on consumers' brand advocacy behavior (CBAB). Our study seeks to bridge this gap, exploring the CSR-CBAB relationship within the banking sector of an emerging economy. Additionally, we investigate the roles of consumers' emotions and values in mediating and moderating their CBAB, introducing two mediating factors, consumer happiness (HP) and admiration (BRAD), and moderating variable altruistic values (ATVL). Data collection involved an adapted questionnaire targeting banking consumers. The structural analysis revealed a positive correlation between a bank's CSR-related social media communications and CBAB. HP and BRAD were identified as mediators in this relationship, while ATVL emerged as a moderator. These findings hold significant theoretical and practical implications. For instance, our research highlights the indispensable role of social media in effectively conveying CSR-related information to banking consumers, subsequently enhancing their advocacy intentions.

Matched MeSH terms: Consumer Behavior*
Fulltext Factors affecting repurchase intention of organic food among generation Z (Evidence from developing economy)

Bhutto MY, Khan MA, Sun C, Hashim S, Khan HT

PLoS One, 2023;18(3):e0281527.
PMID: 36961791 DOI: 10.1371/journal.pone.0281527

Organic food has gained much importance due to consumers' rising environmental and health concerns. Purchase intention of organic food has been explored widely, but the repurchase intention of organic food has gained little attention among researchers. So, it has become important to explore repurchase intention among generation Z; a generation considered more educated and aware of rising environmental concerns. Generation Z is more tech-savvy and brand conscious, so its impact on repurchase intention through consumer satisfaction has been explored. The data in this paper was collected from 400 respondents through a structured questionnaire in Islamabad, Pakistan. We used the PLS-SEM approach for data analysis and results; we found that social media influence and brand purchase impact brand awareness and positively impact brand awareness on consumer satisfaction. Moreover, it is also found that consumer satisfaction positively impacts the repurchase intention of organic food. Our study found that Generation Z has a strong social media influence, so marketers' managers must consider and address the issues when consumers consider social media for their concerns and suggestion.

Matched MeSH terms: Consumer Behavior
Fulltext Dataset on the green consumption behaviour amongst Malaysian consumers

Ghani NAM, Yusop FD, Kamarulzaman Y

Data Brief, 2020 Oct;32:106302.
PMID: 32995394 DOI: 10.1016/j.dib.2020.106302

This dataset contains information of 375 respondents on green consumption behaviour. The questionnaire was developed using Theory of Planned Behaviour as the foundation. The variables available in the dataset are Environmental Concern (EC), Social Influence (SI), Perceived behavioural control (PBC), Consumer novelty seeking (CNS) and Green consumption behaviour (GC). In addition to the variables related to green consumption, the dataset also includes demographic and media preference information of the respondents. The data was collected via self-administered questionnaire in seven major cities in Klang Valley, namely Shah Alam, Bangsar, Petaling Jaya, Subang Jaya, Puchong, Serdang and Putrajaya. The dataset can have an important role for research in consumer behaviour towards developing green consumers.

Matched MeSH terms: Consumer Behavior
Service quality in health care setting

Rashid WE, Jusoff HK

Int J Health Care Qual Assur, 2009;22(5):471-82.
PMID: 19725368

This paper attempts to explore the concept of service quality in a health care setting.

Matched MeSH terms: Consumer Behavior/statistics & numerical data*
Emoji meanings (pleasure-arousal-dominance dimensions) in consumer research: Between-country and interpersonal differences

Schouteten JJ, Llobell F, Chheang SL, Jin D, Jaeger SR

J Food Sci, 2023 Mar;88(S1):106-121.
PMID: 36413025 DOI: 10.1111/1750-3841.16374

In line with the increasing popularity of emoji, the need for methodological research into these pictorial representations of emotion remains. The present research contributes to this goal by continuing to establish the meaning of emoji and exploring these according to between-country and interpersonal differences. The emoji (n = 12) were selected to span the valence × arousal emotion space, and the PAD model (Pleasure-Arousal-Dominance) was used to establish emoji meaning for the three dimensions, operationalized as measurement on 6 × 3 semantic differentials. Participants in the main study came from three countries-Germany, Singapore, and Malaysia (n = 2465), and a supplementary study included the United Kingdom and New Zealand (n = 600) (subset of four emoji). The results confirmed that emoji meanings according to the PAD model were largely similar between countries (albeit not identical). There were multiple minor significant differences for individual emoji, and where these existed, they often related to the dimension of Arousal, prompting a need for further investigation. Interpersonal differences were examined for gender (men and women), age group (18-45 and 46-69 years old), and frequency of emoji use. Again, significant differences were smaller rather than larger and supported the notion that emoji are generally applicable for multicountry research. However, caution regarding the participants who use emoji infrequently may be warranted. PRACTICAL APPLICATION: The findings from this research will help academics and practitioners who are interested in using emoji for sensory and consumer research (or are already doing so) with more robust interpretations of their findings. For a set of 12 emoji that provide broad coverage of the valence × arousal emotional space, meanings are provided on the three dimensions of the PAD model. The data is collected in five countries and contributes to increased confidence that emoji meanings are by and large similar in these countries.

Matched MeSH terms: Consumer Behavior

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