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Exploring the Impact of Customized Bundling: The Role of Flexibility and Personalization in Customer Satisfaction Moderated by Choice Complexity

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초록

This research aimed to explore how the characteristics of customized bundle affect product satisfaction,concentrating on the moderating effect of the complexity of choice among options in bundle. As the competition in the marketplace intensifies and customers look for greater value at a reduced cost,presenting a solitary product no longer grants a competitive edge for companies, highlighting the necessity for customized bundling. To meet the preferences of each unique customer, companies must provide abroad array of options; however, in customized bundling where customers choose their favored options, an excessive amount of options, referred to as ‘choice complexity,’ can result in an information overload and a decline in customer satisfaction. This research investigates how the flexibility and personalization of personalized bundles are impacted by the intricacy of option selections, subsequently influencing customer satisfaction. An experimental design analysis based on scenarios was carried out with 225 participants in Busan. The results indicate that flexibility and personalization positively influence satisfaction, but this impact is lessened by choice complexity. Hence, due to the intricacy involved in choosing bundle options,firms ought to provide an ideal range of personalized bundles that address bundle options variety and reduce cognitive burden for the choice.

Abstract

This research aimed to explore how the characteristics of customized bundle affect product satisfaction,concentrating on the moderating effect of the complexity of choice among options in bundle. As the competition in the marketplace intensifies and customers look for greater value at a reduced cost,presenting a solitary product no longer grants a competitive edge for companies, highlighting the necessity for customized bundling. To meet the preferences of each unique customer, companies must provide abroad array of options; however, in customized bundling where customers choose their favored options, an excessive amount of options, referred to as ‘choice complexity,’ can result in an information overload and a decline in customer satisfaction. This research investigates how the flexibility and personalization of personalized bundles are impacted by the intricacy of option selections, subsequently influencing customer satisfaction. An experimental design analysis based on scenarios was carried out with 225 participants in Busan. The results indicate that flexibility and personalization positively influence satisfaction, but this impact is lessened by choice complexity. Hence, due to the intricacy involved in choosing bundle options,firms ought to provide an ideal range of personalized bundles that address bundle options variety and reduce cognitive burden for the choice.

참고문헌 (62)

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