Influence of Service Quality and Perceived Value on Customer Engagement Towards ZaloPay

Abstract

Customer engagement is an emerging construct in the marketing literature with preliminary research indicating that it has an important construct that not only reflects the results of customers' interactive experience and the specific brand but also enhances a firm’s financial value. Contemporaneously, regarding interactive, business environments, engagement represents a wise strategy with the aim of boosting business performance including sales revenue, outstanding competitive advantage, and profitability. Therefore, the discovery of the importance of customer satisfaction was carried out in the ZaloPay service context. We found that service quality factor has the most influence on customer engagement, followed by customer perceived value and customer trust. Concurring with this observation, we suggest that specific customer engagement relational outcomes may expand to activate as its antecedents in ensuring customer engagement procedures and/or cycles over time. These findings, therefore, help ZaloPay in Da Nang improve to serve customers better and make ZaloPay have better marketing or service strategies in the future.