Publication: CUSTOMER PERCEIVED VALUE AND REVISIT INTENTIONS IN AESTHETIC CLINICS: A GENDER-BASED MODERATION ANALYSIS IN MALAYSIA
| dc.contributor.author | TEH YI LING | |
| dc.date.accessioned | 2026-07-30T03:35:06Z | |
| dc.date.available | 2026-07-30T03:35:06Z | |
| dc.date.issued | 2025 | |
| dc.description.abstract | Consumer retention is a critical factor of long-term sustainability in the rapidly developing aesthetic-clinic industry in Malaysia, where high consumer standards and market saturation compound competitive imperatives. Explaining the precursors that influence the tendency of patients to reengage is critical to the development of theories and strategically informing management practices. The given study therefore looks at the interrelations between five salient Customer Perceived Value (CPV) dimensions, namely outcome satisfaction, customer experience, trust, price perception, and word of mouth and also revisits intention, in addition to evaluation of gender as a potential modifying factor. The study used a quantitative cross-sectional design, which sampled 310 customers of urban aesthetic clinics in Malaysia. A structured, self-administered questionnaire was used to collect the information and the resulting data was subjected to Partial Least Squares Structural Equation Modelling (PLS-SEM) to test the hypotheses proposed. The empirical results reveal that word of mouth (b = 0.601, p < 0.001) is the strongest predictor of revisit intention compared to the other dimensions of CPV. There is also a statistically significant but relatively weak effect of price perception (b = 0.265, p < 0.001). Together, these variables explained 73.2% of the variation in revisit intention (R² = 0.732). Outcome satisfaction, customer experience, trust, and gender, respectively, did not provide statistically significant effects. These findings highlight the importance of social influence in framing patient loyalty in the elective, credence-based healthcare services. Patients also seem to rely on peer recommendations and mutual experiences more than on interpersonal trust or quality of service perceptions. To sum up, authentic testimonials, referral systems, and digital engagement strategies ought to be leveraged by the managers of aesthetic clinics to amplify positive word of mouth because of their greater predictive ability in instilling long-term loyalty and repeated visits to patients. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14377/37834 | |
| dc.language.iso | en | |
| dc.publisher | IMU University | |
| dc.subject | Patient Satisfaction | |
| dc.subject | Patient Preference | |
| dc.subject | Consumer Behavior | |
| dc.subject | Cosmetic Techniques | |
| dc.subject | Health Services Administration | |
| dc.subject | Malaysia | |
| dc.title | CUSTOMER PERCEIVED VALUE AND REVISIT INTENTIONS IN AESTHETIC CLINICS: A GENDER-BASED MODERATION ANALYSIS IN MALAYSIA | |
| dc.type | Thesis | |
| dspace.entity.type | Publication | |
| oairecerif.author.affiliation | #PLACEHOLDER_PARENT_METADATA_VALUE# |