Thematische Bibliographien / CUSTOMER’S ATTITUDE

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Auswahl der wissenschaftlichen Literatur zum Thema „CUSTOMER’S ATTITUDE“

Autor: Grafiati

Veröffentlicht am 18. November 2023

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Zeitschriftenartikel zum Thema "CUSTOMER’S ATTITUDE"

Alhazemi, Abdulrahm A. „Impact of Employee Competence and Behaviour on Banking Customer Trust: Empirical Study in Saudi Arabia“. Archives of Business Research 11, Nr. 8 (08.08.2023): 71–81. http://dx.doi.org/10.14738/abr.118.15049.

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The main purpose of the study was to find out the impact of employee competence and employee behaviour on banking customers’ attitude towards banking and trust in the banking system. 300 responses were collected from banking customers by administering structured questionnaire developed for the purpose and translated into arabic language. The results of the study showed that employee competence positive relationship with employee behaviour, and customer attitudes, however it has no significant relationship with the banking customer trust. Employee behaviour has statistically significant relationship with attitude and trust. Customer’s attitude influence trust of the banking customer. The study makes significant contribution to the literature. The findings of the study are important for the banks to improve and enhance banking customer’s attitudes and trust through employee competence and behaviour.

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Azam, Rauf I., und Aamir Khan Khattak. „MEASURING VALIDITY OF DETERMINANTS OF CONSUMER SUBSCRIPTION BEHAVIOR IN TELECOM SECTOR OF PAKISTAN“. Jinnah Business Review 01, Nr. 02 (01.07.2013): 22–29. http://dx.doi.org/10.53369/sljk7494.

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Organizations are changing the way they do business due to the competitiveness and dynamism of the business environment. Measuring customer satisfaction is a major concern of any industry to excel. Hence key challenge for the telecom sector is how to retain and increase customer’s subscription rate. Service quality is an important factor which has a significant extent to customer’s attitude and customer’s subscription behavior. This study was conducted to examine the relationship between service quality and subscription behavior mediating by customer’s attitude. The relationship between service quality dimensions (tangibility, reliability, assurance, empathy, and responsiveness) along with two additional dimensions convenience and network aspects using modified SERVPERF was investigated by personally administrating a questionnaire to the sample of 400 customers drawn using convenience sampling. The data collected was analyzed using different statistical tools. The findings suggest that service quality, customer’s attitude and customer’s subscription behavior are positively related to each other. It also supports that customer’s attitude toward services mediate the relationship between services quality and customer’s subscription behavior.

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Vahdati, Yasamin, und Kevin E. Voss. „Brand identification, cause-brand alliances and perceived cause controversy“. Journal of Product & Brand Management 28, Nr. 7 (18.11.2019): 880–92. http://dx.doi.org/10.1108/jpbm-01-2018-1729.

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Purpose The purpose of this study is to examine the extent to which a cause-brand alliance (CBA) leads to improved attitude toward cause-brand alliance, which in turn leads to improved brand identification. Design/methodology/approach The approach uses a 2 × 2 × 2 between-subjects experimental design to examine the interaction effect of the brand ally, the non-profit ally, and the perception of cause controversy on a customer’s attitude toward the CBA, which in turn affects identification with the brand ally. Findings On average, customers’ perception of cause controversy influences attitude toward the CBA and subsequently the level of identification with the brand ally. When a non-profit organization is connected to a controversial issue, managerial options for building a successful CBA are more limited than when the non-profit is noncontroversial. Research limitations/implications We contribute to consumer learning theory in the context of CBA research by identifying an important boundary condition – perceived cause controversy. Perceived cause controversy impedes the customer’s learning about partners in CBA. Moreover, fit and cue consistency are separate constructs. Practical implications CBAs help build customer brand identification. Brand managers must include the customer’s perceived cause controversy, the ally’s unique information, and the customer’s attitude toward the nonprofit in the decision calculus. Brands have an opportunity to demonstrate corporate social responsibility and build identification by helping a less well-established nonprofit to build positive customer attitudes. If the non-profit is linked to controversy, this opportunity is constrained. Originality/value A boundary condition-perceived cause controversy influences how the partners in a CBA differentially influence the customer’s attitude toward the CBA and, ultimately, brand identification.

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.R, Kavitha. „Advertising Collision in Social Media amid Facebook and Twitter“. International Journal of Emerging Research in Management and Technology 6, Nr. 8 (25.06.2018): 329. http://dx.doi.org/10.23956/ijermt.v6i8.161.

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Marketers have recognized that social media advertising has an important part of their marketing communication strategies. Also, social media helps the organization to communicate with their customers. Social media becomes part of a person’s life. The relationship between social media and customer decision making present that social media affects advertising attitudes and brand attitude and purchasing intention of customers. It will not necessarily affect customer’s decision making but might possess a mediating effect.

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Helly, Hermawan, Haryanto Budhi und Setyawan Didik. „Antecedents of On Purchase Intention of Foreign Products, Mediating Role of Attitude, and the Moderating Role of Ethnocentrism“. International Journal of Economics and Business Issues 1, Nr. 1 (31.12.2022): 14–27. http://dx.doi.org/10.59092/ijebi.vol1.iss1.7.

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The purpose of this study is to examine the influence of perceived prestige, perceived quality, perceived value, brand image, country of origin and attitude to purchase intention foreign product and consumer attitude as mediation variable and also moderated by Customer’s Ethnocentrism variable. Specifically, it explains the variables that to form purchase intention consumer to foreign product "converse" and moderating effect of Customer’s Ethnocentrism variable. Data are gathered through survey by interviewing respondents who are guided by questionnaires. Sample consist of 200 respondents that collected by purposive sampling method. Structural Equation Modeling was used to explain the relationship of variables that are hypothesized. Meanwhile, to analyze moderation effect of the Customer's Ethnocentrism to use sub-group analysis. The test result indicated that there is significant relationship between perceived quality on attitude, perceived value on attitude, brand image on attitude, country of origin on attitude, and attitude on purchase intention. But there was not significant relationship between perceived prestige on attitude. Moreover, Customer's Ethnocentrism moderate the relationship between perceived prestige on attitude, perceived quality on attitudes, brand image on attitude, country of origin on attitudes, and attitudes on purchase intentions. But Customer's Ethnocentrism variabel was not moderate relationship between perceived value on attitude. In this study, shows the implications that can provide insight into the theoretical aspects, practical research aspects, and aspects for further research. And also shows the limitations of this study as an opportunity for future research.

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SAHADE und SYAMSU RIJAL. „THE IMPACT OF MARKETING COMMUNICATION PERFORMANCE AND REFERENCE GROUP ENCOURAGEMENT ON CUSTOMER ATTITUDES IN CHOOSING BANKING IN MAKASSAR CITY, INDONESIA“. INTERNATIONAL JOURNAL OF RESEARCH IN EDUCATION HUMANITIES AND COMMERCE 04, Nr. 03 (2023): 309–17. http://dx.doi.org/10.37602/ijrehc.2023.4325.

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The objective of this research is to find out customer response index decision (CRID) and the influences of marketing communication performance, reference group, both partially and simultaneously towards customer’s attitude. Descriptive analysis used in this research based upon customer’s response index decision which utilized to predict the proportional value that’s linked with research variable dimensions, for hypothesis testing is applied structural equation modelling (SEM). Result of this research which describe based on statistical frequency distribution analysis and customer response index decision, show that customers have high level categorize toward decision on branch banking preferences, both partially and simultaneously to answered the hypothesis conceptual paradigm shown marketing communication performance and its effects toward customers’ attitude on the bank product or services significantly.

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Ha, Nguyen Minh, und Nguyen Hung Lam. „The Effects of Celebrity Endorsement on Customer’s Attitude toward Brand and Purchase Intention“. International Journal of Economics and Finance 9, Nr. 1 (14.12.2016): 64. http://dx.doi.org/10.5539/ijef.v9n1p64.

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Celebrity endorsement has become a popular choice in advertising due to the its originality and the celebrity’s attractiveness that make a big impact on brand awareness and customer behavior. This study analyzes the effect of celebrity endorsement on customer’s attitude toward brand as well as the effect of customer’s attitude toward brand on customer’s purchase intention in Vietnam. A survey was conducted with 306 individuals in Vietnam. After conducting the explanatory factor analysis (EFA), and multi-variable regression analysis, results indicate that customer’s attitude toward brand is positively affected by 03 factors: celebrity match-up congruence with the brand/product, celebrity trustworthiness, and celebrity expertise. Attitude toward brand also has a positive impact on customer’s purchase intention.

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Vegirawati, Titin, Yusnaini Yusnaini und Endang Kusdiah Ningsih. „CUSTOMER ATTITUDES AND INTENTION TOWARDS SHARIA COMPLIANT HOTEL“. Journal of Islamic Monetary Economics and Finance 5, Nr. 3 (01.11.2019): 559–78. http://dx.doi.org/10.21098/jimf.v5i3.1075.

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The purpose of this study is to investigate the effect of customer’s attitudes on costumer intention towards sharia compliant hotel. This hotel arranged to serve customers creatively, based on sharia principles. The dimensions of the customer attitudes variable are customer attitudes of hotel operating, hotel design and hotel finance. This study applied convenience sampling to choose the members of samples. 183 hotel costumers were collected to be respondents. Data used is primary data. These data is collected by distributing questionnaires. This study applied partial least square to analyze data. Partial least square appropriate for small size sample. It also appropriate for communication and behavior research. The results of the study shows that customer attitudes of hotel operating, hotel design and hotel finance influenced customer intentions towards sharia compliant hotel positively and significantly. This moderate effect of customers attitude to their intention indicated that there are other factors that might affect customers intention such as price and hotel position.

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Prihatiningsih, Witanti, und Fitria Ayuningtyas. „Analysis of Insurance Agent’s Credibility to Customer’s Attitude in Buying Policy“. International Journal of Engineering & Technology 7, Nr. 2.29 (22.05.2018): 564. http://dx.doi.org/10.14419/ijet.v7i2.29.13819.

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Companies must have their own criteria for their sales agents, start from how to speak in front of potential customers, personal appearance and knowledge about the products and the company itself. The credibility of sales agents will make their companies have a good reputation. Insurance agents also trained by company to introduce the products until someone willing to buy the products and become their loyal customer. This research aims to determine whether there is any significant impact of insurance agent’s credibility to customer’s attitude in buying a policy. The long-term results of the research can be used as communication competence for agents to persuade potential customers, who probably initially not interest to buy the products, became a loyal customer. This research used combination between quantitative and qualitative research. This research used regression analysis to determine the impact of insurance agent’s credibility to customer’s attitude in buying policy and combine with triangulation data from qualitative perspective. The data collection techniques used questionnaires that distributed to the respondent and in-depth interview for key informant and informant(s). The respondent of this research were people who have insurance in the city of Sukabumi, West Java. The theory that used in this research was source credibility and customer’s attitude. The results of this research indicate that trustworthiness, expertise, and attractiveness of insurance agents have a significant impact to customer’s attitude in buying a policy. From the three components, the most important thing is the expertise. The expertise of insurance agent has a highest score compare with trustworthiness and attractiveness of insurance agent and thru in-depth interview, the respondent agreed that expertise is the important things of insurance agent’s credibility. This proves that the agent's expertise is more influential compared to trustworthiness and attractiveness

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Sooai, Eldalivia Y., Paulina Y. Amtiran und Rolland E. Fanggidae. „PERSEPSI NASABAH TERHADAP PELAYANAN FRONTLINER (STUDI KASUS PADA BPR TLM)“. JAF- Journal of Accounting and Finance 2, Nr. 2 (22.07.2019): 1. http://dx.doi.org/10.25124/jaf.v2i2.2142.

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The objective of the study about “Persepsi Nasabah Terhadap Pelayanan Frontliner (Studi Kasus Pada BPR TLM)” is to determine the effect of custumer perceptions based on attitude, motivation, and past experience on frontline service in BPR TLM. This study is using quantitative descriptive approach. This study is using primary data in the form of questionnaire distributed to 100 customers who made transaction at BPR TLM and also using accidental sampling method. The result of the questionnaire regarding frontliner services wer anayzed by multiple linear regression. The result shows that customer perceptions based on attitude, motivation and past experience have significant possitive effect on frontliner services on BPR TLM. This is caused fronliner services is in line with customer’s expectations, which is shown by officer fronliner attitude who are friendly and can serve customer’s needs well. The comfort waitng room and fashion style of the officer make the customers feel that frontliner services in BPR TLM is good.

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Dissertationen zum Thema "CUSTOMER’S ATTITUDE"

Hemphoom, Sunisa, und Karina Konrádi. „Reconnect with readers : Does native advertising affect customer’s attitude towards online advertising?“ Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-49261.

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Background - The thesis topic was selected because of the increased value of ads as a promotional tool and the growing avoidance arising from the exposure rate towards advertising. The principle of native advertising gives marketers a less intrusive pathway. Despite the increased trend and the benefits of using native advertising as a digital marketing tool, native advertising has been criticized for its approach. However, we hope to provide another insight into the positive side of native advertising. Purpose - We seek to help advertisers improve native advertising content based on individuals' preferences by focusing our attention on what motivates consumers to affect their attitude towards online advertisement in the form of native advertising. Therefore, the purpose of this thesis is to investigate the factors influencing internet users’ attitude towards native advertising. Method - The thesis is an exploratory study which is based on a qualitative method along with an abductive approach within the interpretivism stance. Data collection was done through primary. Within the primary data, it is collected through a semi-structured interview with the eleven internet users. Both genders are included in the data collection as well as it consists of several nationalities. Also, the data analysis is done through a thematic analysis method. Conclusion - Entertainment, informativeness, irritation and credibility were applied to research the attitude of customers towards native advertising. Participants agreed that native advertising itself is not enough to encourage them for consumption, but they find it a smart and new idea that makes it easier to recognize the brand. While all four factors were crucial, we could discover different categories within each type that can influence customers’ attitude. Moreover, participants did not feel overwhelmed or deceived by native ads.

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Phillips-Orban, Jill. „Are students customers? : a study of freshman students' perceptions on customer service“. Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.

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The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness.
Department of Secondary, Higher, and Foundations of Education

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DANIELSSON, MATILDA, und LINDA LENNARTSSON. „Vill du bli medlem? En studie av kundklubbar som konkurrensverktyg inom konfektionsbranschen“. Thesis, Högskolan i Borås, Institutionen Textilhögskolan, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-20680.

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I dagsläget har flertalet modeföretag valt att fokusera på kundorienterad marknadsföring istället för massmarknadsföring. Stor vikt läggs vid att skapa stabila och långvariga relationer med sina kunder, för att på lång sikt utveckla ömsesidiga värden samt konkurrenskraft på marknaden. Kundklubbar har numera blivit ett relativt vanligt redskap att tillämpa då det kan uppnås en hög grad av kundlojalitet. Verktyget gör det möjligt att samla in samt bearbeta sådan information som är väsentligt för att komma närmare sina kunder och i slutändan få en djupare inblick i vad de efterfrågar. Kundklubben skapar således en möjlighet att på ett effektivt sätt kommunicera med sina kunder. Konsumenter kan besitta varierande attityder och beteenden gentemot ett kundklubbserbjudande beroende på dess innehåll. Av stor vikt är då att erbjudandena relaterade till kundklubben särskiljs från övriga erbjudanden på marknaden, om kunden över huvud taget ska bli nyfiken och intresserad. Flertalet textila modeföretag har även fått insikt i att nuvarande kunder är konsumenter som kan återkomma gång efter gång. Ett exempel på detta är klädkedjan MQ som har fler än 310 000 lojala kundklubbsmedlemmar som tillsammans står för nära hälften av företagets försäljning.Vår studie handlar om att undersöka, beskriva samt analysera vad konsumenter har för attityder och beteenden gentemot kundklubbar i allmänhet, vilka delar som bör ingå i ett kundklubbskoncept för att attrahera konsumenter på den svenska modemarknaden samt vad som gör MQ:s kundklubbskoncept attraktivt. Enkätundersökningarna är främst baserade på kvantitativa frågor medan intervjun med MQ innehåller kvalitativa frågor.Enligt både den webbaserade och den påstana enkätundersökningen menar övervägande delen av konsumenterna att de har en relativt positiv attityd gentemot kundklubbar då de upplever det gynnsamt med rabatter och bonussystem. Dock var det några av respondenterna som hade en negativ syn på kundklubbskonceptet med motiveringen att de ogillade alla reklamutskick och ansåg att det var dåliga rabattsatser. Vidare anser respondenterna att de tre mest betydelsefulla delarna i en kundklubb är rabatter, bonus på allt de handlar som leder till bonuscheckar samt förtur till reor. MQ menar att deras kunder värdesätter det kortlösa systemet där alla köp registreras på personnumret eller legitimationen samt de generösa erbjudandena. Vidare arbetar företaget med att utveckla sin kundklubb och de utför kundundersökningar, omvärldsbevakningar och analyser. De har även en egen avdelning på företaget som sköter aktiviteter rörande kundklubben. Då respondenterna till våra undersökningar strategiskt valts ut har ingen representativ skildring av populationen skapats utan resultatet gäller enbart för de 280 respektive 56 personer som medverkat i de båda enkätundersökningarna.
Program: Butikschef, textil och mode

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Alshara, Mohammed Ali. „Customers' Attitudes toward Mobile Banking Applications in Saudi Arabia“. Thesis, University of North Texas, 2016. https://digital.library.unt.edu/ark:/67531/metadc862737/.

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Mobile banking services have changed the design and delivery of financial services and the whole banking sector. Financial service companies employ mobile banking applications as new alternative channels to increase customers' convenience and to reduce costs and maintain profitability. The primary focus of this study was to explore the Saudi bank customers' perceptions about the adoption of mobile banking applications and to test the relationships between the factors that influence mobile banking adoption as independent variables and the action to adopt them as the dependent variable. Saudi customers' perceptions were tested based on the extended versions of IDT, TAM and other diffusion of innovation theories and frameworks to generate a model of constructs that can be used to study the use and the adoption of mobile technology by users. Koenig-Lewis, Palmer, & Moll's (2010) model was used to test its constructs of (1) perceived usefulness, (2) perceived ease of use, (3) perceived compatibility, (4) perceived credibility, (5) perceived trust, (6) perceived risk, and (7) perceived cost, and these were the independent variables in current study. This study revealed a high level of adoption that 82.7% of Saudis had adopted mobile banking applications. Also, the findings of this study identified a statistically significant relationship between all of demographic differences: gender, education level, monthly income, and profession and mobile banking services among adopters and non-adopters. Seven attributes relating to the adoption of mobile banking applications were evaluated in this study to assess which variables affected Saudi banks customers in their adoption of mobile banking services. The findings indicated that the attributes that significantly affected the adoption of mobile banking applications among Saudis were perceived trust, perceived cost, and perceived risk. These three predictors, as a result, explained more than 60% of variance in intention to adopt mobile banking technology in Saudi Arabia. While the perceived trust variable was the strongest influencing factor in the adoption of mobile banking, perceived cost and perceived risk had a negative correlation, equally, with mobile banking adoption. Furthermore, perceived usefulness, perceived ease of use, and perceived compatibility had no significant correlation with mobile banking adoption.

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Nel, Daniël Louis. „Managers’ less favourable attitude towards bottom of the pyramid (BOP) customers“. Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/26823.

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Investment in low income markets is increasing so too is a sense of controversy regarding poor markets. With BOP investment becoming many a firms’ strategy towards achieving growth, it is not clear to what extent managers’ attitudes to poor customers differ towards their attitudes towards middle-class customers. It is, however, well described that attitudes to poor people in a social context is negative and in some cases less favourable. It is postulated that business' mindset may be a barrier towards engaging with BOP markets despite the incentives and benefits that literature puts forward for marketing to the poor. Whether this attitude is negative, neutral, less favourable or similar is not well understood. The findings of this research project, can with a high level of confidence, report that the attitudes of a sample of managers do display a less favourable attitude towards a poor customer than is the case with a similar sample that is exposed to a wealthier customer.
Dissertation (MBA)--University of Pretoria, 2012.
Gordon Institute of Business Science (GIBS)
unrestricted

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DANTAS, FILIPE RIBEIRO. „CUSTOMER ATTITUDES TOWARDS THE BELEZA NATURAL INSTITUTE“. PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2010. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=16875@1.

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Este trabalho investiga a formação de atitudes dos clientes do Instituto Beleza Natural, um salão especializado em cabelos crespos. Estuda, particularmente, o desenvolvimento de atitudes positivas em relação aos serviços oferecidos pelo Instituto de Beleza Natural, procurando explicar o sucesso da empresa. Foram realizadas várias entrevistas com clientes do Instituto para identificar temas associados tanto às restrições como aos estímulos associados à utilização dos serviços oferecidos. Os resultados indicam um conjunto significativo de temas relacionados à atitude como: desejo de modificar o cabelo, cabelo não cresce, preconceito na escola, cabelo arrumado ajuda a conseguir um emprego, melhora a autoestima, atrai o olhar dos rapazes etc. Todas as temáticas foram analisadas e associadas às problemáticas de acordo com método sugerido por Guerra (2006). As principais problemáticas, como por exemplo, os sacrifícios financeiros para fazer o tratamento no Beleza Natural, as excluídas do Beleza, as que desprezam o Beleza Natural, são analisadas na perspectiva das implicações gerenciais. Algumas dessas implicações podem ajudar empresas que focam em problemas semelhantes. Podem ajudar também as que buscam atender necessidades de consumo nas camadas de baixa renda.
This work aims to understand how the attitudes of the clients of Instituto de Beleza Natural (a beauty salon that specializes in afro textured hair) have been fostered. It focuses particularly on the development of positive attitudes regarding the services offered by the Instituto Beleza Natural in order to explain the Instituto’s commercial success. It was decided that the best method to adopt for this research was to undertake several in depth interviews with clients of the Instituto. This approach enabled the researcher to identify themes related not only to the stimuli for using the services offered, but also to pin point the restrictions to them. The results show a significant amount of themes related to attitude, such as the wish for a different sort of hair, hair that won’t grow longer, prejudice at school, neat hair helps to find a job, it helps self-esteem, it attracts the boys’ eyes, and so on. All the themes were analyzed and associated to the problems according to the method suggested by Guerra (2006). The main problems (such as financial difficulties to undergo the treatment at the Beleza Natural, the people who were excluded from it and the ones who scorn it ) are analyzed in the perspective of managerial implications. Some of these implications may be of value for other businesses with similar problems. They may also help those that target catering for the needs of low income clients.

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Bäckerås, Johannes. „What do skin care consumers think about personalization of content, user interface or a combination of both?“ Thesis, Blekinge Tekniska Högskola, Institutionen för industriell ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-18880.

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Background The cosmetic industry is growing at a fast pace and, like other industries, there are a few problems regarding e-retailing that makes it hard for customers to make optimal purchase decision. Example of problems are; the number of e-retailers increase, e-retailers’ variety of products increase, and the content is almost unlimited. Companies have started to personalize to solve these problems. However, there is a lack in the literature regarding how-to best design personalization with regard to its dimensions and subcategories. Therefore, the next step is to get an understanding of which dimensions and subcategories that are the most effective. Objectives At present, the majority of the literature regarding personalization focus on how personalization can be performed and not in which way personalization should be performed to increase customer satisfaction and customer loyalty. This means that the knowledge regarding the subcategories within personalization and their effectiveness is limited. Therefore, the purpose of this thesis is to increase the body of knowledge regarding which subcategories that is the most effective in increasing customer satisfaction and/or loyalty. Knowledge about this topic can give companies perspectives to know how personalization should be designed to increase customer satisfaction and customer loyalty. Methods This study was a survey type, resulting in primary quantitative data collecting and analyzes. A pilot test was first made, before the final questionnaire. This to test the reliability and validity. The data from the pilot study were partly analyzed in SPSS and partly analyzed manually. The data from the final questionnaire were then analyzed in SPSS. Results Regarding customer satisfaction, there is a statistically significant difference between content personalization and AIGUI (Adaptive Interface and Graphical User Interface) personalization as well as between AIGUI personalization and combination (content and AIGUI) personalization. However, there is no statistical difference between content personalization and combination personalization. Regarding customer loyalty, the is no statistical difference between the personalization groups. Conclusions An e-retailer in the cosmetic industry should focus on content personalization or combination personalization
Bakgrund Industrin om kosmetik växer i en snabb takt och likt andra industrier finns det problem, kring återförsäljare som använder sig utav e-handel, som gör det svårt för kunderna att göra optimala köpbeslut. Exempel på problem är; Antalet återförsäljare som använder sig utav e-handel ökar, deras variationer av produkter ökar och informationen är i princip oändlig. Mål Litteraturen kring personligfiering handlar till större delen om hur personligfiering kan utformas och inte på vilket sätt personligfiering borde utformas för att öka kundnöjdhet och kundlojalitet. Detta innebär att kunskapen kring underkategorier av personligfiering och dess effektivitet är begränsad. Därför är syftet med studien att öka kunskapen kring underkategorier av personligfiering och ta reda på hur dessa påverkar kundnöjdhet och/eller kundlojalitet. Kunskap om detta kan ge företag perspektiv på hur de borde utforma sin personligfiering för att öka kundnöjdhet och kundlojalitet. Metod Denna studien använde sig utav en undersökning för att besvara avhandlingsfrågan. Detta resulterade i en studie av primär kvantitativ datainsamling och analysering. Först genomfördes en pilotstudie för att testa pålitligheten och giltigheten. Datan från pilotstudien var delvis analyserad i SPSS och delvis analyserad manuellt. Datan från den slutgiltiga käten analyserades i SPSS. Resultat Vad gäller kundnöjdhet framkom det att det finns en statistisk signifikant skillnad mellan innehålls personligfiering och AIGUI (Adaptive Interface and Graphical User Interface) personligfiering. Det finns också en statistisk signifikant skillnad mellan AIGUI personligfiering och combination (innehåll och AIGUI) personligfiering. Däremot framkom det att det inte finns någon statistisk signifikant skillnad mellan innehålls personligfiering och combination personligfiering. Vad gäller kundlojalitet framkom det att det inte finns någon statistisk signifikant skillnad mellan de olika personligfieringstyperna. Slutsatser En återförsäljare av kosmetik som använder sig utav e-handel borde fokusera på innehåll personligfiering eller combination personligfiering.

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Maggon, Mohita. „Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels“. Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.

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Ung, Rowena A. „Customers values and attitudes of teenagers in relation to dieting“. Thesis, University of Macau, 1998. http://umaclib3.umac.mo/record=b1636780.

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Lantz, Stina, und Mette Lilius. „Trådsmala och graciösa : en studie om skyltdockor“. Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-16854.

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Skyltdockor är ett exponeringsverktyg som har en lång historia inom klädsömnadsindustrin, en historia som genom decennierna förändrats och utvecklats för att attrahera konsumenterna på marknaden. Utseendet och skönhetsidealen som symboliseras har diskuterats och väcker idag, år 2012, stora debatter som är högaktuella.Syftet med forskningen är att studera den kvinnliga konsumentens associationer och attityd till skyltdockor på den svenska marknaden. Vi vill bidra till en ökad förståelse för marknadens attityder till skyltdockan ur ett företagsperspektiv, få en överblick över kommunikationskanalen och påvisa hur utformningen av skyltdockan ställs i relation till konsumentbeteendet.Forskningsfrågorna som behandlas i undersökningen är följande, hur ska skyltdockorna på den svenska marknaden utformas för att uppfattas som en effektiv exponerings- och kommunikationskanal. Vilka betydelsefulla argument är intressanta vid utformningen av en kvinnlig skyltdocka. Hur ska skyltdockan utformas för att attrahera den kvinnliga konsumenten och inge positiva associationer. För att besvara dessa frågor grundas studien främst på två genomförda fokusgrupper samt en enkätundersökning med respektive respondenter. Då den teoretiska referensramen var relativt outvecklad och outforskad inom området, skyltdockor, tar studien fasta på olika modeller som kan beskriva kommunikationen mellan företag och slutkonsument samt hur olika konsumentbeteenden kan påverka till ett köp. Den insamlade teorin utmynnar i en egen modifierad modell som beskriver kommunikationsflödet från en marknadskanal till konsument.Det material som vi fått in har gett utrymme för vidare analyser och med teorin som komplement har studien fångat kvinnornas verklighetsuppfattning både visuellt och via diskussioner. Resultatet och slutsatsen visar på att skyltdockan är ett tilltalande marknadsföringsverktyg i skyltfönstren som skapar olika associationer och attityder. Kvinnor är inte överens om hur vida utvecklingen ska utforma skyltdocksidealet för att tilltala alla men påvisar olika attityder och klarlägger att marknadskanalen inte alltid är bidragande faktor till ett köp.

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Japan. Keizai Sangyōshō. Shōmu Jōhō Seisakukyoku. Sābisu Sangyōka. Kankō Shūkyaku Chīmu. Taiken kōryū sābisu kokyaku manzokudo teikyō shuhō kentō chōsa hōkokusho. Tōkyō: Keizai Sangyōshō Shōmu Jōhō Seisakukyoku Sābisu Sangyōka (Kankō Shūkyaku Chīmu), 2009.

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Cusick, William J. All Customers Are Irrational. New York: AMACOM Books, 2009.

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Solomon, Michael R. The truth about customers. Upper Saddle River, N.J: FT Press, 2009.

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Mondragon, A. Services guarantees: A cross-cultural comparison of customers' attitudes. Manchester: UMIST, 1997.

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Singhal, Sushila. Banks and customers: A behavioural analysis. New Delhi: Shri Ram Centre for Industrial Relations & Human Resources, 1987.

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Creative & Response Research Services, Inc. und National Restaurant Association (U.S.), Hrsg. The frequent dinner customer. Washington, DC: National Restaurant Association, 1997.

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Steckstor, Denise. The Effects of Cause-Related Marketing on Customers’ Attitudes and Buying Behavior. Wiesbaden: Gabler Verlag / Springer Fachmedien Wiesbaden GmbH, 2012.

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Steckstor, Denise. The Effects of Cause-Related Marketing on Customers’ Attitudes and Buying Behavior. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-7078-7.

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What customers want: Move them to buy, buy more, and keep on buying. New York: Pearson Prentice Hall, 2009.

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Buchteile zum Thema "CUSTOMER’S ATTITUDE"

Jain, Shubham, Thomas Schweiss, Simon Bender und Dirk Werth. „Omnichannel Retail Customer Experience with Mixed-Reality Shopping Assistant Systems“. In Advances in Visual Computing, 504–17. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-90439-5_40.

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AbstractMixed reality has been identified as one of the technologies that can be deployed in omnichannel retail to improve the customer shopping experience. The article presents a mixed reality based digital shopping assistant which aims to provide retail customers with a holistic shopping experience. Design science research methodology is used to develop this physical artifact that comprises of assisting elements: product information, reviews, recommendations and a buy button. A study was conducted with two different head-mounted displays (Microsoft HoloLens and HoloLens 2) where 29 participants evaluated the proposed physical artifact and brings out the relationship between shopping experience constructs that constitutes a modern omnichannel retail customer experience. Results show a positive attitude of customers towards the technology. Differences between the two-head mounted displays were observed in terms of perceived privacy issues. Technology adoption, enjoyment and security beliefs of the customers are observed to have a significant effect on the user’s intention to use the technology. The results also reveal that a customer’s perceived convenience, perceived service quality, attitude towards the retailer and the word of mouth are affected significantly by their intention to use the technology. These results, along with qualitative comments from the participants are used to extract research, development and deployment implications for future iterations of shopping assistant systems based on mixed reality.

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Torres, Edwin N., und Tingting Zhang. „Customer attitudes and emotions“. In Customer Service Marketing, 62–79. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429263965-4.

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Cignacco, Bruno R. „Adopting a Loving Attitude towards Customers“. In The Art of Compassionate Business, 252–80. 2. Aufl. New York: Productivity Press, 2023. http://dx.doi.org/10.4324/9781003372684-15.

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Prayag, Girish. „Customer motivation, attitude and beliefs“. In The Routledge Handbook of Hospitality Marketing, 294–303. New York : Routledge, 2018.: Routledge, 2017. http://dx.doi.org/10.4324/9781315445526-24.

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Noor, Elvira Rosa, Adi P. Tedjakusuma, Veny Megawati und Jun Kumamoto. „The Effect of Logistics Capabilities on Online Purchase Attitude and Purchase Intention in the Millennials of Tokopedia Users“. In Proceedings of the 19th International Symposium on Management (INSYMA 2022), 1007–15. Dordrecht: Atlantis Press International BV, 2022. http://dx.doi.org/10.2991/978-94-6463-008-4_125.

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AbstractThis study aims to determine the effect of logistics capabilities on online purchase attitudes and purchase intentions in the millennial group aged 20 to 39 years of Tokopedia e-commerce users. This study reveals the effect of carriers’ reputation in moderating the relationship between trust and purchase attitude. This study used 151 respondents and exercised the Structural Equation Modeling (SEM) method. The results show that shipment tracking, trust, people important to the consumer, and online reviews significantly affect purchase attitude, and purchase attitude has a positive and significant effect on purchase intention. Only the delivery speed variable does not significantly affect purchase attitude. A business requires the correct technological innovation, including an online business that requires the right logistics system. The study results provide input on how e-commerce services can be adequately developed. Explaining information on services and logistics capabilities during e-commerce transactions will increase customers’ chances of completing online purchases.

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Moravčíková, Katarína, und Ľubica Gajanová. „Attitude of Customers to Socially Responsible Products“. In Advances in Applied Economic Research, 599–606. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-48454-9_40.

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Flores, Gloria, Javier Bitar, Lafred Vieira und Mitch Kirschner. „Cemex: Shifting Attitudes Between Staff and Customers“. In Transforming Organisations Through Groupware, 80–88. London: Springer London, 1996. http://dx.doi.org/10.1007/978-1-4471-3052-9_9.

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Plangger, Kirk, und Elsamari Botha. „Measuring Attitudes toward Customer Surveillance: An Abstract“. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 499–500. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-99181-8_162.

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Lechner, Herbert. „Customer Needs and Attitudes Regarding Electrical Cars“. In Trends and Issues in Global Tourism 2012, 271–76. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-27404-6_22.

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Valsamidis, Stavros, Lambros Tsourgiannis, Dimosthenis Pappas und Eirini Mosxou. „Digital Banking in the New Era: Exploring Customers’ Attitudes“. In Contributions to Economics, 91–104. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-57517-5_6.

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Konferenzberichte zum Thema "CUSTOMER’S ATTITUDE"

Ghimire, Bibek, Rahul Kumar Sah und J. N. Singh. „Customer’s Attitude and Awareness Customer’s Attitude and Awareness Towards Food App System“. In 2022 4th International Conference on Advances in Computing, Communication Control and Networking (ICAC3N). IEEE, 2022. http://dx.doi.org/10.1109/icac3n56670.2022.10074019.

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Widodo, Arry. „Linking Customer’s Cognitive, Environmental Attitude and Repeat Purchase of Green Innovative Product“. In ICBSI 2018 - International Conference on Business Sustainability and Innovation. Cognitive-Crcs, 2019. http://dx.doi.org/10.15405/epsbs.2019.08.65.

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„A Study of Factors Affecting Customer’s Attitude Toward Intention to Purchase Green Electronic Products at AN IT Mall in Beijing, China“. In International Conference on Business, Law and Corporate Social Responsibility. International Centre of Economics, Humanities and Management, 2014. http://dx.doi.org/10.15242/icehm.ed1014041.

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Breaban, Lucian, und Remus Ion Hornoiu. „Understanding Customer Loyalty in Romanian Wellness Spa Tourism: Insights from TRA Research“. In 9th BASIQ International Conference on New Trends in Sustainable Business and Consumption. Editura ASE, 2023. http://dx.doi.org/10.24818/basiq/2023/09/057.

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The wellness spa industry has become one of the fastest-growing segments in the hospitality and tourism industry, with an increasing number of individuals seeking relaxation, rejuvenation, and wellness. Given the growing popularity of wellness spa services, it is important for businesses to understand the factors that influence customers' intentions to remain loyal to wellness spa services. In this vein, this study applied an extended Theory of Reasoned Action (TRA) framework to examine the relationship between attitude towards wellness spa services, subjective norms, satisfaction, and the intention to remain loyal to the wellness spa services. The study utilized survey data collected from customers of a well-known wellness spa destination in Romania. The research results revealed that that attitude and subjective norms positively influence customers' loyalty. In addition, the study found that satisfaction for spa services mediates the relationship between attitude towards spa services and the intention to remain loyal to the spa services. The findings of this study have important theoretical and managerial implications for tourism businesses seeking to enhance customer loyalty and satisfaction with wellness spa services.

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Aljabr, Mshari, Romana Garma und Colin Drake. „EXPLORING CUSTOMERS’ ATTITUDES AND BEHAVIOURS TOWARDS USING MOBILE MARKETING BEFORE, DURING, AND AFTER VISITING RESTAURANTS IN SAUDI ARABIA“. In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.003.

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Contemporary tourism has seen the adoption of mobile applications to discover and market attractions such as restaurants and hotels, yet few academic studies focus on customer attitudes and behaviours towards the usage of mobile marketing for restaurants in non-western cultures, like Saudi Arabia. The Saudi Arabian Government’s announcement that its borders are opening to international tourists marks a significant opportunity for the hospitality businesses. This study provides insight into customers’ attitudes and behaviours towards using mobile marketing channels when deciding on restaurants. Qualitative research using semi-structured interviews were conducted with ten Saudi customers who frequently utilised their smartphones to decide on restaurants. Thematic analysis identified positive attitudes towards using mobile marketing for restaurants which considered factors like usefulness, ease of use, time and money savings, while misleading information and massive advertising resulted in negative attitudes. Furthermore, the research highlights customers’ main mobile marketing activities before, during, and after their visits to restaurants. This research provides the initial findings identifying opportunities for businesses as a result of the adoption of these technologies.

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Zhao, Zhojun, und Jairo Gutierrez. „Customer Service Factors Influencing Internet Shopping in New Zealand“. In InSITE 2004: Informing Science + IT Education Conference. Informing Science Institute, 2004. http://dx.doi.org/10.28945/2837.

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Recent e-commerce failures caused by poor e-customer service have motivated many researchers to explore the factors that influence e-customer service quality, which leads to business-to-consumer (B2C) e-commerce success. The research reported in this paper explored the perceptions of a group of New Zealand e-customers and e-users about e-customer service and the influence of their perceptions on their attitudes towards Internet shopping. The study findings strongly indicate e-customers are only moderately satisfied with current e-customer service. Conversely, New Zealand e-users (i.e.: not yet “customers”) are discouraged from using the Internet for shopping due to issues such as credit card security, resistance to change, lack of physicality, hard-to-trust online vendors, and the perceived insecurity of payment systems. The study found that the motivators to Internet shopping are: goods returns and refunds policy, privacy protection, timely online service, ease of use, help and support facilities. Based on these findings, some recommendations on e-customer service for Internet shopping are presented.

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ANDO, Takuo, und Hikaru MAKINO. „HOW CUSTOMER EXPERIENCE ARE TRANSMITTED TO CUSTOMERS? : INVESTIGATION INTO DESIGNER’S ATTITUDE AND CUSTOMER PERCEPTION IN SERVICE DESIGN“. In Bridging Asia and the World: Global Platform for Interface between Marketing and Management. Global Alliance of Marketing & Management Associations, 2016. http://dx.doi.org/10.15444/gmc2016.07.08.03.

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Rudienė, Elzė, Mangirdas Morkūnas und Viktorija Skvarciany. „ASSESSMENT OF IMPACT OF FORMAT OF RETAIL INTERNATIONALIZATION ON CONSUMER ATTITUDE“. In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.08.

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The format is one of the essential elements of retail internationalization process. In order to date, cus-tomer attitude about retail companies format entering the market and their possible impact upon consumers and standardization degree has not frequently been the object of investigation within the internationalisation of retail trade. Only by opening the subject of trade consumers and customers can find the solution of components of this element. The current paper explores consumer attitudes to retail format, revealed this element components and provide their evaluation methodology. The prac-tical significance of the current research is that it is a survey of consumer attitude to the company en-tering format the market in another country, which would enable a potential retail entrant to know the expectations of consumers and thus take appropriate decisions. The methodological basis for the pre-sent paper is an analysis of reference material on the internationalisation of retail trade examining cases of successes and failures of retail companies, exploring and understanding consumer expecta-tions and the ways to meet such expectations, as well as peculiarities of entering different markets. The authors interviewed Lithuanian consumers (more than 600) about the IKEA shopping centre be-fore its opening in Vilnius and one year after opening. Studies have confirmed that consumers have their attitudes of the IKEA shopping centre, as the format element.

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Van Bossuyt, Douglas, Chris Hoyle, Irem Y. Tumer, Richard Malak, Toni Doolen und Andy Dong. „Toward an Early-Phase Conceptual System Design Risk-Informed Decision Making Framework“. In ASME 2012 International Mechanical Engineering Congress and Exposition. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/imece2012-89639.

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Current methods of risk analysis conducted during the early phases of complex system design do not give a clear voice to the customer or design engineer when considering engineering risk attitude in the dynamic shaping of early-phase conceptual design trade study outcomes. The existing methods either collect risk information following the completion of a conceptual design thus treating risk as an afterthought during trade studies, make risk-informed decisions prior to the conduction of trade studies thus artificially constraining the design space, or do not consider risk at all. This paper proposes a risk-informed decision making framework that offers a new, meaningful way of accounting for risk during trade studies, informs design decisions during trade studies with pertinent risk information, and takes into account risk attitude of the design engineer or customer when risk-informed decisions are made. Risk is elevated to the same level of importance as other system level variables in trade studies and risk-based decisions are made by individual subsystem engineers through the lens of risk appetite. Several previously developed methods of risk trading, assessing engineering risk attitude, and making risk-informed decisions based upon engineering risk attitude using utility theory are synthesized into the risk-informed decision-making framework. Implementation methods for trade studies being performed by groups of people and automatically by computers are presented. Sensitivity of the framework to input variable variation is examined. A spacecraft example is employed to demonstrate the usefulness of the framework. This paper provides a novel framework for risk-informed design decisions made within trade studies that are based upon engineering risk attitudes in early phase conceptual design.

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Canós Darós, Lourdes, Mais Hamdan und Ester Guijarro. „Factors that influence the people to provide an online review“. In INNODOCT 2022. Valencia: Editorial Universitat Politècnica de València, 2023. http://dx.doi.org/10.4995/inn2022.2022.15714.

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Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, social media make it easier to attract new customers. In this context, electronic word of mouth or online customer reviews are the favorable or unfavorable statements made by customers regarding product or services quality, price or other variables, made for other people. If customers decide to buy intangible services or products, they rely on online opinions and experienced customers. The people not only share their experiences and information, but they also exchange ideas, attitudes, and suggestions. So, the online community motivates other people to experience traveling after listening to other people’s stories and experiences. Online review communication in social media and customer opinion platforms is a vital e-marketing phenomenon. In this paper, first, we explain the importance of electronic word of mouth for a company’s marketing strategy. Second, we reflect on the motivation of the customers to create online content as regards a product, a service, or a company, presenting some factors that affect the individual intention to offer an online review.

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Berichte der Organisationen zum Thema "CUSTOMER’S ATTITUDE"

Larson, Daniel. Attitudes, Behavior, and Archetypes in the Clackamas River Basin: a Model of Water Customer Analysis and Outreach for Watershed Protection and Conservation. Portland State University Library, Januar 2000. http://dx.doi.org/10.15760/etd.7371.

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