To see the other types of publications on this topic, follow the link: Customer’s perception.
Journal articles on the topic 'Customer’s perception'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Customer’s perception.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Tilahun, Minyahel, and Melaku Beshaw. "Customer’s Perception and Preference towards Packaged Drinking Water." Scientific World Journal 2020 (February 29, 2020): 1–11. http://dx.doi.org/10.1155/2020/6353928.
Full textAbstract:
Two hundred customers were purposively selected from two study areas (market, residence) in Addis Ababa to assess customer’s behavior and perception towards packaged water. The sampling and data collection process of the study followed systematic analysis of Theory Planned Behavior. The average monthly income of respondents of this study lay between 5000 ($175) and 10000 ($350) Eth Birr. The primary customer information sources were television and radio. Residence place customers were more concerned about health as compared to market place customers. Market place customers primarily gave emphasis to the price of packaged water. Almost all (97%) customers were not sentient to packaged water standards. However, only few, 86 (43%), customers checked labeled chemical composition, of which 74 (85%) did not understand it. Customer’s sex, education level, and health status showed significant relationship with choice of packaged water quality, −1.42 (p<0.05); price, −2.45 (p<0.01); and health status, –1.80 (p<0.05) in market place and residence place, respectively. Customers were not well aware of what they were purchasing and even customer’s ability to read was not related to customer’s ability to understand what was written in the labels. Customers’ choice of packaged drinking water has been challenged by their health status. Customers are becoming more concerned about prices while they are out of their residence place.
2
Iffah, Lailatul. "Persepsi Nasabah Terhadap Tingkat Kualitas Pelayanan Bank Syariah Cabang Malang." FALAH: Jurnal Ekonomi Syariah 3, no. 1 (May 24, 2018): 79. http://dx.doi.org/10.22219/jes.v3i1.5836.
Full textAbstract:
This study aims to determine the perceptions of customers on the level of service quality of Syariah Mandiri Bank Malang branch based on five dimensions of service quality. This research used quantitative method with research subjects on BSM savings customers who used mudharabah muthlaqah contract of Syariah Mandiri Bank Malang branch. The data used in this study is the primary data through questionnaires. Questionnaires were distributed to customers as much as 53 questionnaires and sampling techniques using Purposive Sampling method. The result of the research showed that customer perception of Syariah Mandiri Bank Malang branch is very satisfied under the perception of emphaty dimension as dimension which dominates customer’s perception toward service quality of the Bank.
3
Bais, Dr Santosh Singh. "Customer’s Perception About E-Finance." International Journal of Scientific Research 3, no. 5 (January 1, 2012): 60–62. http://dx.doi.org/10.15373/22778179/may2014/20.
Full text
4
Mohd Yusof, Adwa Qamarina, Amira Alya Razali, Cahya Medina Mohd Rizal, Ho Ruoh Jyu, Jegan Motalaiyar Mahendran, Wei Hoong Kelvin Tan, Mohamad Hafiz Mohd Kamaruz Zaman, Vasudevan Naidu Kanan, Isai Amutan Krishnan, and Kausalya Muthutamilselvan. "A Study on Customer Perception on San Francisco Coffee in KL Gateway Mall." Malaysian Journal of Social Sciences and Humanities (MJSSH) 5, no. 4 (April 26, 2020): 116–32. http://dx.doi.org/10.47405/mjssh.v5i4.398.
Full textAbstract:
This research is an attempt to identify the customer perception on San Francisco Coffee in KL Gateway Mall. Customer’s assumptions on their preferred shop are very important because it could affect their loyalty towards the shop as well as its survival in the market. This paper surveys the customers’ perception of San Francisco Coffee in Kl Gateway Mall using a structured questionnaire. There are two sections of this study: Section A involve the demographic information, while Section B focus on the independent variables. A total of 100 self-administered survey questionnaires was distributed for thie present study and the same amount was expected to be collected back. There are four variables included in the questionnaire to determine the customer’s perception towards the coffee shop: (i) price, (ii) service quality, (iii) brand image, and (iv) cleanliness. Furthermore, five Likert-scale were employed to analyse the data needed for the present study. Additionally, the study consist of four research objectives, which are to evaluate the customer response, identify the problems they faced, discover the most effective strategy and techniques, as well as evaluate the satisfaction level of the customers. The predicted outcome from the study result shows that all the variables have an impact on customer’s satisfaction as it defined how the shop manage to satisfy its customers based on the variables. However, the current study only focuses on customers of San Francisco Coffee shop in specific area (KL Gateway Mall). As such, future research can develop a larger sample size in order to enhance the accuracy and reliability. Also, other variables (taste, ambiance and environment) that affect customer’s satisfaction can be included in future research. There are only several past studies that identify the customer’s perception in coffee shop.
5
Abioro, Matthew Adekunle, and Samuel Abimbola Odunlami. "IMPLICATION OF PRODUCT BRANDING ON CUSTOMER’S PATRONAGE IN THE NIGERIAN CONSUMER GOODS INDUSTRY." Business Excellence and Management 11, no. 2 (June 5, 2021): 5–18. http://dx.doi.org/10.24818/beman/2021.11.2-01.
Full textAbstract:
Product branding is said to be a veritable tool that can be adopted in achieving customer patronage in the highly competitive market. Hence, this study assesses the implication of product branding on customer’s patronage. The specific objectives of this study were to evaluate the effects of brand perception, service quality and customer relationship management on customer’s patronage. A survey research design was used for the study, with a structured questionnaire administered to collect data from the firms’ customers. The inferential statistical tool of regression analysis was adopted to analyze the formulated hypotheses. Findings revealed that brand perception has a significant effect on customer patronage (R2 = 0.308, P=0.000), it also shows a significant effect of service quality (R2 =0.623, P=0.000) on customer patronage, and a significant effect of customer relationship management (R2 = 0.585, P=0.000) on customer patronage. The study concluded that product branding if properly managed can influence customers patronage, and also having the ability to increase the customers base and profitability of the firm. It was therefore recommended that firms should give proper consideration to issues of customer relationship management; as well as enhancing the product service experience of customers so as to improve the perception of the brand in the mind of customers to foster brand loyalty.
6
Hassan, Barham Khalid, Ali Omer Mohammed, and Raqeeb Abdullah Omer. "The Role of Innovative Bank Products on Customer Perception Influencing Accounting Procedures in Kurdistan." Journal of University of Raparin 8, no. 1 (March 22, 2021): 334–52. http://dx.doi.org/10.26750/vol(8).no(1).paper14.
Full textAbstract:
This study sought to find the role of innovative banking products on customer perception influencing accounting procedures in Kurdistan. The Innovative banking product was embraced as an independent variable through (transactional costs, innovation, and accessibility) and customer perception as a dependent variable. Lack of understanding of customer perception and accounting procedures is proving to be the main problem of the acceptance of products as it is the source of economic benefit in the Kurdistan financial sector. Pearson correlation tests were carried out to assess the relationship between the independent variables (Transaction costs, accessibility and innovation) and the dependent variable of Customer perceptions. Statistical package for the social sciences program (SPSS 20) was used for data analysis and presentation. Results indicated that all variables had a positive relationship with customer perceptions. The study recommended that the banks need to understand the risks associated with innovation in line with the accounting procedures to understand customer’s perception before developing and rolling out new products. Customers view products and services differently, therefore there is need to improve on customer relations, customer education and awareness and customer loyalty.
7
Sengupta, Aditi Sarkar, and Sreejesh S. "Impact of other customers in high and low involvement services." Journal of Indian Business Research 9, no. 1 (March 20, 2017): 41–58. http://dx.doi.org/10.1108/jibr-08-2015-0088.
Full textAbstract:
Purpose The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit intention in high- and low-involvement services and the effect of customer’s need for uniqueness (NFU) as a boundary condition of the above relationships. Design/methodology/approach Following a theoretical methodology, hypotheses were developed to analyze the effect of OCP, service involvement and customer’s NFU. A 2 × 2 × 2 scenario-based experiment was designed. Multivariate analysis of variance (MANOVA) was used to test the hypotheses. Findings The analysis reveals that the presence of conforming (versus non-conforming) other customers improves service quality perception and revisit intention of focal customers in high-involvement services, but not in low-involvement services. However, the relationship between similarity perception and outcome variables does not hold good for high-NFU customers. Practical implications This study suggests that conforming and non-conforming other customers are critical in forming service quality perception of high-involvement services, and highlights the boundary condition of this relationship. If service managers take service involvement and individual differences into account, and strategize their service offering aligned to their target customers, influence of other customers can be managed more efficiently. Originality/value As this study is one of the first empirical studies to focus on the effect of OCP on service quality perception and examine its boundary condition, it contributes significantly to the body of knowledge. Future research directions are discussed and managerial implications are proposed.
8
Aprianti, Dian Irma. "PENGARUH PERSEPSI KONSUMEN MENGENAI TINGKATAN ARTI MEREK TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS MEREK PADA PRODUK THE BODY SHOP YOGYAKARTA." Jurnal Ekonomika : Manajemen, Akuntansi, dan Perbankan Syari'ah 5, no. 1 (October 25, 2017): 25. http://dx.doi.org/10.24903/je.v5i1.217.
Full textAbstract:
The main objective of this study is to test empirically the direct effect of the consumer’s on six dimensions of the brand level, and direct effect through customer;s satisfaction as an intervening variable on brand loyalty. The primary data of this study was received from customers of the body shop, that collected by field survey, the result show that consumer’s perception on six dimensions of brand level had a positive and significant relation to customer’s satisfaction and brand loyalty, and by using partial mediating method can be concluded that the costumer’s satisfaction works as intervening variable to the relation between consumer’s perception on six dimensions of brand level to brand loyalty. This result indicates that customer’s brand loyalty happens as the accumulation of customer’s satisfaction.
9
Yoo, Jaewon, and Todd Arnold. "Frontline employee authenticity and its influence upon adaptive selling outcomes." European Journal of Marketing 53, no. 11 (November 11, 2019): 2397–418. http://dx.doi.org/10.1108/ejm-04-2017-0290.
Full textAbstract:
Purpose Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper aims to investigate frontline authenticity in a sales/service context from the customer perspective, specifically examining the influence of adaptive selling in relation to a customer’s perception of salesperson authenticity. Effects on customer’s perceptions of final benefits and value are examined. Design/methodology/approach Survey data collected from customers of an insurance firm in South Korea were used to investigate the proposed model. Customer perceptions of salesperson adaptive selling, authenticity, key benefits delivered and organizational value provision were all captured. Findings The results suggest that authenticity does indeed positively influence perceptions of beneficial outcomes related to a transaction with a salesperson. These benefits then fully mediate the linkage from adaptive selling to a customer’s perceived value, gained from the salesperson’s organization. Research limitations/implications The collection of data from only the customer’s perspective is both a strength and a weakness. Although all of the key variables investigated are important to evaluate via the lens of the customer, such a data collection always introduces the potential problem of common method bias. Practical implications Managers should be aware of the importance of a salesperson behaving in an authentic manner. Although many frontline contexts have desired and scripted narratives for interacting with customers, deriving key benefits through the customers’ eyes may come more strongly by allowing the frontline employee to act naturally. Originality/value Authenticity has been investigated in managerial and brand contexts, but an understanding of its importance in a frontline context is in its early stages. Similarly, the importance of understanding conditions that moderate the effectiveness of adaptive selling is consistent with calls in the literature.
10
Kovaľová, Jana, Ivana Ondrijová, and Dagmara Ratnayake Kaščáková. "THE CUSTOMERS’ PERCEPTION OF THE SELLERS IN THE CONTEXT OF GENDER DIFFERENCES." Balkans Journal of Emerging Trends in Social Sciences 2, no. 1 (2019): 80–87. http://dx.doi.org/10.31410/balkans.jetss.2019.2.1.80-87.
Full textAbstract:
Personal selling has its own specifics and allows sellers to interact directly with the customer. The aim of the proposed paper is to find out statistically significant differences in the perception factor affecting personal selling from the customer’s perspective in the context of gender differences. A differential analysis was conducted on the sample of 243 respondents (112 male customers and 131 female customers); on the basis of the data obtained by means of an original methodology for detecting the factors influencing the customers’ perception of the sellers in personal selling. Gender differences in customer perceptions were confirmed in six items of observed factors: seller’s image, seller’s willingness and empathy, and his or her communication skills. The results of the analysis confirmed the existence of statistically significant differences between the male and the female in their perception of the sellers. Based on these results it may be concluded that, male and female differently view the seller’s image, his or her willingness and empathy towards customers, as well as its communication skills.
11
Sarkar Sengupta, Aditi, and Sreejesh S. Pillai. "Impact of other customers on service quality evaluation and revisit intention in hospitality services." International Journal of Culture, Tourism and Hospitality Research 11, no. 2 (June 5, 2017): 182–92. http://dx.doi.org/10.1108/ijcthr-08-2015-0090.
Full textAbstract:
Purpose The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU). Design/methodology/approach A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses. Findings Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU. Originality/value This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”
12
Selva Priya, A. Antony, and R.AnanthaLaxmi. "FACTORS INFLUENCING THE CONSUMERS TOWARDS BUYING MARUTI CARS IN THOOTHUKUDI DISTRICT." International Journal of Research -GRANTHAALAYAH 5, no. 4(SE) (April 30, 2017): 41–51. http://dx.doi.org/10.29121/granthaalayah.v5.i4(se).2017.1948.
Full textAbstract:
With the explosion of the automobile industry, due to its globalization and liberalization, car manufacturers introduced much innovative and technological advancement in their models. Customers have started thinking to change over to the new models of cars, with related ease than before, to suit their changing life styles. Customer’s perception of service and quality of product will determine the success of the product or service in the market. With better understanding of customer’s perceptions, companies can determine the actions required to meet the customer’s needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out the path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. This paper focuses to find out the factors influencing the consumers towards buying Maruti cars in Thoothukudi district. The sample size of the study is sixty respondents from Thoothukudi district. The study quantitatively analyses the consumers’ buying behaviour, factors influencing the attitudes and behaviours of the consumers in buying Maruti car using primary data. Appropriate findings and suggestions are given in the paper.
13
Kim, Eojina, Liang (Rebecca) Tang, and Robert Bosselman. "Customer Perceptions of Innovativeness: An Accelerator for Value Co-Creation." Journal of Hospitality & Tourism Research 43, no. 6 (March 13, 2019): 807–38. http://dx.doi.org/10.1177/1096348019836273.
Full textAbstract:
Hospitality and tourism businesses engage customers as collaborators in creating value through the satisfactory delivery of products and services. The purpose of this study is to examine the effect of customers’ perception of innovativeness on their value co-creation behavior. Specifically, with the theoretical support of Service-Dominant logic, the present study investigates customer value co-creation behavior, its antecedents (i.e., customer’s perceived innovativeness) and consequences (i.e., customer satisfaction and loyalty) at restaurants. This study confirms a holistic concept of perceived innovativeness as the key predictor of customers’ behavior for value co-creation, which in turn leads to their satisfaction and loyalty. This study contributes to the evolving knowledge of innovativeness and value co-creation and offers practitioners effective strategies to improve customer value co-creation behavior through their perceptions of restaurants’ innovativeness and thereby maximizing their satisfaction and loyalty.
14
Magnotta, Sarah. "A Conceptual Framework of A Customer’s Perception of Retail Salesperson Opportunism." International Journal of Business and Social Research 7, no. 11 (November 13, 2017): 01. http://dx.doi.org/10.18533/ijbsr.v7i11.1074.
Full textAbstract:
<p>A customer’s perception of salesperson opportunism reflects the extent to which a customer believes that a salesperson is intentionally self-interest seeking with little regard for the consequences to the customer. While the marketing literature is rich with research examining salesperson opportunism from the managerial perspective, the consumer’s perspective is underdeveloped. The customer’s perception is important, such that it has implications for purchasing intentions, as well as satisfaction with the salesperson and retailer. In this research, a conceptual framework of a customer’s perception of salesperson opportunism is developed. Further, propositions are set forth which provide scope, and allow for future empirical testing, of this domain. The implications of the framework and fruitful areas of potential research are discussed.</p>
15
Santosa, Eric. "Upholding Customer’s Loyalty through Customer’s Positive Affect." International Business & Economics Studies 1, no. 2 (July 19, 2019): p107. http://dx.doi.org/10.22158/ibes.v1n2p107.
Full textAbstract:
Loyalty is likely supposed as the key of any company’s success. Customers seemingly have no complain against price, even when the quality of a new product is under expectation. Purportedly, they close their eyes and ears, and believe everything will be fine. Apparently, this atmosphere is not easy to achieve. It needs such good quality perception of products in a particular period. Also it requires customer satisfaction, which leads of proud when using the product. While many similar products are available which in some extent they are also adjacent of quality, the effort of developing our product’s loyalty is tentative. It is supposed the loyalty is affected by factors, such as popularity, affection and pride. By other words, the customer’s mood plays a significant role. Can positive affect has an effect of customer’s loyalty, whether directly or indirectly through brand equity? The answer is obviously the purpose of the study. A sample which consists of 165 respondents is withdrawn by convenience and judgment method. Amos 16.0 and SPSS 16.0 are employed in analyzing data. The result shows that brand equity, satisfaction and customer’s loyalty are influenced by positive affect. In addition, both brand equity and satisfaction affect customer’s loyalty. Further, both brand equity and satisfaction post as mediator.
16
Nasir, Muhadjir, and Gita Fitri Qurani. "Pengaruh Penerapan Corporate Social Responsibility terhadap Persepsi Nasabah Bank dan Dampaknya terhadap Corporate Image." Winners 12, no. 2 (September 30, 2011): 180. http://dx.doi.org/10.21512/tw.v12i2.675.
Full textAbstract:
The application of corporate social responsibility (CSR) in Indonesia is regulated in UU No. 40 2007 about company liability on article 74 which mentions the social responsibility to be borne by any corporations. CSR is one of the government's efforts to balance the economic growth and equitability. This study aims to determine how much CSR influences customer’s perceptions and its impact on corporate image of BNI. This study uses descriptive-associative method with unit analysis of customers of Bank BNI Fatmawati branch and survey analysis. Data collection uses questionnaires, interviews and literature study of previous researches. Data process uses SPSS 16.0 through validity and reliability, normality test, path analysis, and comparison of the average score through descriptive analysis. The study states that CSR brings effect to corporate image both directly and indirectly through the customer’s perception. Therefore, it is expected to continue to maintain BNI social sharing through their CSR programs and enhance public communication, so that the CSR transfer to change the customer’s perception leads to a positive success.
17
Hassan, M. Taimoor, Bilal Ahmed, Saleem Ahmed, Umair Habib, Saim Riaz, Nadeem Maqbool, and Abia Anwar. "Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region." International Journal of Learning and Development 2, no. 2 (April 4, 2012): 101. http://dx.doi.org/10.5296/ijld.v2i2.1593.
Full textAbstract:
Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment.Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur region, taking sample of 125 respondents from 20 banks operating in Islamic banking services of this region.Findings: Factors abstracted from the customers loyalty are, customers satisfaction, switching cost, customers perception, success philosophy and trust and commitment. It is found that these factors significantly affect the customer’s loyalty in Islamic banking and are greatly associated with the customer’s loyalty.Research limitations/ implication: Only available material is studied in spite of all the material and research is implicated in Bahawalpur region only. The sample size is small to only 125 respondents but the results are implicated on overall customer’s loyalty in Islamic banking.Practical implications: Pakistani banks are needed to take initiative in creating awareness about Islamic banking and providing more effective services.Originality/ value: This is one of the very first researches on customers loyalty in Islamic banking conducted in Bahawalpur region and could be very useful for countries adopting Islamic banking.Key words: Customers loyalty, Islamic banking.
18
Pandey, Rudresh, K. S. Rao, Rupali Chaurasiya, Upadhayay Upadhayay, Sairaj Hongekar, Ajay Massand, Sofea Zafiera binti Mohd Daud, et al. "Users’ Perception on Their Experience with FamPay." Journal of The Community Development in Asia 4, no. 1 (January 21, 2021): 44–52. http://dx.doi.org/10.32535/jcda.v4i1.997.
Full textAbstract:
The objective of this paper is to determine customer satisfaction with FamPay. Since marketing strategies are positively associated with customer satisfaction, organizations need to design customer-value driven marketing strategies to satisfy customer’s needs. Thus, several organizations, such as FamPay, have moved away from mass marketing and toward target marketing. The study used a quantitative method with questionnaires to collect data from respondents. The findings indicated that marketing strategies have impact on the customer satisfaction.
19
Vahdati, Yasamin, and Kevin E. Voss. "Brand identification, cause-brand alliances and perceived cause controversy." Journal of Product & Brand Management 28, no. 7 (November 18, 2019): 880–92. http://dx.doi.org/10.1108/jpbm-01-2018-1729.
Full textAbstract:
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.
20
Mishra, Vishal, and Sridhar Vaithianathan. "Customer personality and relationship satisfaction." International Journal of Bank Marketing 33, no. 2 (April 7, 2015): 122–42. http://dx.doi.org/10.1108/ijbm-02-2014-0030.
Full textAbstract:
Purpose – The purpose of this paper is to examine the influence of customer personality and customer relationship proneness (CRP) on customer’s relationship satisfaction (CS) with the firm in emerging economies context. In the study, the authors state that the relationship proneness of the customer (CRP) would be influenced by personality trait of the customer. To examine the argument on personality trait, the authors have adopted Big Five personality trait theory in this study. The authors also argue that CRP would influence CS. Furthermore the authors put forth that customer’s perception of marketer’s relationship orientation (RMO) would mediate the relationship between CRP and CS. Design/methodology/approach – Data for the study were collected through structured questionnaire. A sample of 428 respondents was obtained through questionnaire survey (response rate 41.19 percent) and the hypotheses depicting the aforementioned relationships were empirically tested in the context of banking services in India. Structural equation modeling (SEM) technique was used for data analysis. Findings – The results confirm that personality traits influences CRP. Further, customer’s perception of RMO is found to have a mediating effect. Research limitations/implications – The study utilizes cross-sectional data, so the results of the study might vary depending upon the context (country/sector). Practical implications – The outcomes of the study can be utilized by the marketers, particularly in the emerging economies like India for formulating targeted strategies in accordance with the personality type of the customers. Originality/value – The relationship between CRP, personality traits and CS of the customer using Big Five personality theory has been empirically analysed in the context of an emerging economy.
21
Dubey, Neeraj Kumar, and Purnima Sangle. "Customer perception of CRM implementation in banking context." Journal of Advances in Management Research 16, no. 1 (February 4, 2019): 38–63. http://dx.doi.org/10.1108/jamr-12-2017-0118.
Full textAbstract:
PurposeThe purpose of this paper is to develop and validate a scale for measuring a customer’s perception of customer relationship management (CRM) initiatives of a bank. Based upon resource-based view, CRM technology capability has been conceptualized as a multidimensional construct comprising of technology, people and business resource (process). This study aims to develop a comprehensive scale for performance measurement of CRM technology capability, customer orientation and co-creation from the customer perspective.Design/methodology/approachA systematic scale development process was adopted consisting of three phases, a qualitative inquiry which included item generation through literature review, expert opinion and focus group study, scale purification and refinement using item analysis and exploratory factor analysis, and scale validation using confirmatory factor analysis. The study sample consisted of 324 respondents, with a usable response rate of 68 percent.FindingsThe findings of the empirical study resulted in a 42-item scale that measures CRM technology capability (technology, people and process), customer orientation, co-creation and relationship quality and outcome (RQO) (satisfaction, trust, commitment and loyalty). The predictive validity assessment model suggested that CRM technology capability has a higher impact on RQO. The empirical findings also suggest that technology is found to be the most important factor compared to people and process for CRM technology capability. The findings are aligned with literature review and expert opinion that the evolving collaborative-technologies-enabled CRM technology capability has changed the customer relationship paradigm.Research limitations/implicationsThe study focused on a scale specific to the banking sector to avoid conjoint factors, whereas a more generalized scale would have wider applicability across industries. The current study sought to broaden the coverage by including a large number of banks who have implemented CRM.Practical implicationsThis reliable and valid scale can help practitioners in measuring the effectiveness of their CRM implementation from the customer’s perspective, and provide insights that will help them in bridging the gap between their intended objective and actual implementation. They can also use this study to measure pre- and post-CRM implementation to see the effectiveness. This study also provides relevance of customer orientation and offers insight about co-creation which has taken the center stage because of the emergence of collaborative technologies.Social implicationsThis will help in measuring perception of the customer which is an important stakeholder in the engagement. This can help organizations in proactively taking care of customer’s rights and measuring the level of satisfaction proactively, which has become a regulatory requirement in many economies.Originality/valueThis study is possibly one of the first to develop a psychometrically valid scale to measure the customer’s perception of CRM using direct measures. The findings provide insight into the factors that contribute to the effectiveness of CRM practices in the banking sector. This study demonstrates that CRM technology capability, customer orientation and co-creation play a very critical role.
22
Kim, Chulmin, Sounghie Kim, Subin Im, and Changhoon Shin. "The effect of attitude and perception on consumer complaint intentions." Journal of Consumer Marketing 20, no. 4 (July 1, 2003): 352–71. http://dx.doi.org/10.1108/07363760310483702.
Full textAbstract:
The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.
23
Stella, Stella, and Eko Harry Susanto. "Analisis Kualitas Pelayanan pada Restoran XYZ dalam Rangka Mengukur Kepuasan Pelanggan." Jurnal Manajemen Bisnis dan Kewirausahaan 1, no. 1 (August 2, 2019): 08. http://dx.doi.org/10.24912/jmbk.v1i1.4740.
Full textAbstract:
The good quality of the service is one of important aspect for any restaurants, especially for various old restaurants in Jakarta to stay in the completion in this industry. In this research, the researcher used XYZ Restaurant as the object of this research to give feedback to XYZ Restaurant to know whether their service quality has already met their customers' expectation, so that XYZ Restaurant can keep competing in this global competition. XYZ Restaurant is Chinese Food restaurant that can be said has been long enough in this industry, We live in the era where food and restaurant business is continuously expanding in Indonesia, whether in a similar business or not, from traditional as well modern. Writer used service quality for the method in this research and dimensions that measured are tangibility, reliability, responsiveness, assurance and empathy, in which compares perception or what customer’s feels compared with what customer expect from the dimensions. From the calculations performed by the writer, overall, XYZ Restaurant score of service quality is negative it means perception score is lower than expectation score. Therefore, XYZ Restaurant need to fix dimension of Tangibility and Assurance, because is lower than customer’s expectation. Meanwhile for reliability dimension, Responsiveness dimension and Empathy dimension have to be in keep because its already higher than customer expectation. Overall, XYZ Restaurant need to fix their service quality because their service is haven’t meet customer’s expectation.
24
Soetomo, Mohammad Amin, Arief Kusuma, and Arief Kusuma. "A Study on Customer’s Perception of Internet Banking Services using Risk Apetite Framework." ACMIT Proceedings 3, no. 1 (March 18, 2019): 38–48. http://dx.doi.org/10.33555/acmit.v3i1.25.
Full textAbstract:
There are many technology breakthroughs today so that for banking delivery channel could cover people from the big city even rural areas today. The advancement of both technology and telecommunication has stimulated transaction for banking industry in overall. Internet Banking is becoming a trend in banking industry. One of the multi channel distribution of financial services industry is through internet streams. It helps the banks to open up new channel, reduce the costs, improve the services, enlarge customer portfolios and creates innovative products. The Internet Banking is being used as a strategic weapon to gain and retain customers. The paper covers customer’s Perception on Internet Banking services using risk appetite & tolerance framework in accordance with management decision (IT Steering Committee)
25
Poorani, D., and J. Vidhya. "A Study on Customer Perception of Online Marketing in Pondicherry." Shanlax International Journal of Management 7, no. 4 (April 1, 2020): 44–51. http://dx.doi.org/10.34293/management.v7i4.2308.
Full textAbstract:
The Internet has changed the traditional way of customers shopping and buying goods and services. Selling products and services directly to the consumer through the internet is online retailing. The usage of the internet in Pondicherry is growing high and usage of online purchasing is also high. This study focuses on the factors that online buyers take into consideration while shopping online. This study is to determine whether internet marketing will be beneficial and to examine the parameters for choosing the particular seller for the purchase of any product. Due to online shopping, it identifies the issues faced by the users while marketing through the internet and to analyses the attitude of customer towards internet marketing. This takes a look to know the customer’s interest in online purchasing and to know the opportunities for online shopping. Thisresearch will help in finding the impact of online marketing on customers’ purchasing patterns and how their security and privacy concerns about online marketing influence their online buying behavior.
26
Pham, Thuy Ngoc, Linh Tran Cam Nguyen, Dung Tien Nguyen, and Minh Tien Pham. "Firm’s operant resources and service value - A customer perspective in health care service." Science and Technology Development Journal 19, no. 1 (March 31, 2016): 143–57. http://dx.doi.org/10.32508/stdj.v19i1.534.
Full textAbstract:
This study aims to examine how a customer’s perception of a firm’s operant resources (representational, cultural and social resources) affects the service value in a highly interaction service context. An empirical analysis was conducted on 263 patients in health care service in Vietnam. The results show that firm’s operant resources as viewed by customers have a significant impact on perceived service value. Of which, the cultural resource has the strongest weight on customer perceived value. Discussions and managerial implications have been presented accordingly.
27
Ugolkov, Ievgenii, and Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 2 (October 25, 2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.
Full textAbstract:
<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.</p>
28
Sharma, Rajesh Shankar, and N. S. Bhalla. "Comparative Analysis of Retail Banking Promotional Measures- A study of customer perception towards promotional strategies adopted by Indian Commercial Banks." Scholedge International Journal of Management & Development ISSN 2394-3378 3, no. 11 (April 2, 2017): 185. http://dx.doi.org/10.19085/journal.sijmd031101.
Full textAbstract:
In today’s competitive financial world, each financial institution is trying hard to get the maximum share in terms of profit, sales and customers. A customer may be salaried or self employed. Irrespective of the profession, he/she requires banking services like a requirement of loan, services of foreign exchange, safe deposit of money etc. In order to meet and exceed customer’s expectations, Indian banks offer customized banking products. Bank main objective is to get new customer and to retain the existing one. In order to attract new customers, banks are adopting various promotional measures like sales promotion, advertising, personal selling and publicity. Which promotional measure is the most striking one and is liked by customers, poses a big question mark? In order to study the most preferred promotional measure, a survey is being conducted to know the customer preference. 50 customers, each from Axis Bank and IndusInd Bank, are selected for study. The outcome was astonishing as the customers of Axis Bank gives preference to public relation and customers of IndusInd bank gives preference to effective advertising.
29
Chitra, A., and R. Gopinath. "Study on Consumer Perception and Purchase Behavior of Computer in Salem District, Tamil Nadu." Asian Journal of Managerial Science 10, no. 1 (May 15, 2021): 36–43. http://dx.doi.org/10.51983/ajms-2021.10.1.2808.
Full textAbstract:
Computer is the integral part of every individual’s life in present era. That too in present scenario everybody needs their computer to carries over their daily operations. This increased need of computers need the customer’s opinion and factors influencing the decision on computer purchase. This paper elucidates the consumer’s behavior and perception during computer purchase in Salem district. The study has conducted with the objective of analyzing the perception of consumer during computer purchase and the factors influencing the computer purchase, and to suggest the factors to be considered while marketing the computers. The list of computer users is obtained from various sources and 300 samples were selected for this study based on stratified random sampling technique with equal weight age to each statra. The data was collected by send structured questionnaire to the customer’s email address which is collected from various selling outlets. The collected data were analyzed using descriptive analysis and chi squire analysis. Analysis explains certain demographic factors have influence on the perception on computers and family and other close circle, monthly income, occupation are also has role in determining the purchase. Even though we have tailor made computers, branded one is the choice of the customer that too the customers prefer buying in stores rather than online purchase.
30
Astaginy, Niar. "An Analysis of Customer’s Satisfaction Level to the Quality of Services Provided by Regional Water Supply Company (PDAM) of Kolaka Regency." Jurnal Darussalam: Jurnal Pendidikan, Komunikasi dan Pemikiran Hukum Islam 9, no. 1 (October 9, 2017): 12. http://dx.doi.org/10.30739/darussalam.v9i1.113.
Full textAbstract:
The study is devoted to identifying the customer’s expectation for the service quality of the regional water supply company (PDAM) of Kolaka Regency, describing the customer’s perception of its service quality, and projecting the managerial implication to improve the quality of its services. The analysis methods used are conformity level analysis and important performance analysis. The analysis indicates that the highest expectation of the customer rests on the continuous supply of water without rotation system. The best performance of the company in the customer’s perception is in the explanation of the water system installation procedure which is simple and uncomplicated. Based on Important Performance Matrix, it is apparent that quadrant 1 (Primary priorities) has eight attributes, quandrant 2(maintained) has six attributies, quandrant 3(low priority) has four attributies and quandrant 4(excessive) has two attibuties.
31
Presas, Pilar, Jaume Guia, and Dolors Muñoz. "Customer’s Perception of Familiness in Travel Experiences." Journal of Travel & Tourism Marketing 31, no. 2 (February 17, 2014): 147–61. http://dx.doi.org/10.1080/10548408.2014.873307.
Full text
32
Fandos-Roig, Juan Carlos, Javier Sánchez-García, Sandra Tena-Monferrer, and Luis José Callarisa-Fiol. "Does CSR Help to Retain Customers in a Service Company?" Sustainability 13, no. 1 (December 31, 2020): 300. http://dx.doi.org/10.3390/su13010300.
Full textAbstract:
The main aim of this paper is to analyze the influence of service companies’ corporate social responsibility (CSR) actions on final customer’s loyalty. A theoretical model of loyalty formation based on CSR was proposed and a sample of 1125 final customers of financial services in Spain was studied. Structural equation models were used to verify the hypothesized relationships. Based on the CSR theory oriented to stakeholders, this work justifies the direct and positive relationship between the perception of CSR actions in the shopping experience and customer trust. We also verified a positive indirect influence on loyalty. The services industry was chosen to conduct this research due to its own particularities (intangibility, inseparability, heterogeneity and perishability). As it is impossible to evaluate a service before its consumption, a high level of trust in the supplier will be necessary to motivate the purchase decision. We conclude that CSR becomes a key strategic asset for determining trust and loyalty among consumers. As major findings, we have verified the special importance of CSR in the services market. CSR improves customer trust in the service provider. Thus, this paper has significant managerial implications. Through CSR strategies, both the perception of the customer’s purchasing experience and trust can be enhanced, resulting in more loyal customers. As a limitation, this research was carried out among financial services. Further research should test the model across different industries and countries in order to determine the generalizability and consistency of the findings of this study.
33
Shehzad, Khurram, and Muhammad Waqas. "Security, Perception, and Practices: Challenges Facing Adoption of Online Banking in Pakistan." Journal of Marketing Strategies 3, no. 1 (June 4, 2021): 93–117. http://dx.doi.org/10.52633/jms.v3i1.67.
Full textAbstract:
Online banking is a contemporary mode and a technological channel to facilitate the emerging demands of customers today. Increase in number of customers for online banking as a matter fact is related to customer’s awareness in a geographical space. Many customers today are adopting online banking through internet for their financial transactions especially in the current COVID-19 pandemic situation, however, due to lack of awareness, expertise and connectivity resources, a majority of prospect customers still have not adopted this new mode of transaction in Pakistan. The main objective of this study is to know the customers’ perception regarding the usage of online banking in Karachi Pakistan. Most of the researchers so far have suggested that mostly the customers are unaware about online banking services and the reason, moreover due to lack of trust among customers on online banking services, customers are reluctant to adopt this medium for the financial transactions. This research project thus examines the customer’s trust, perception, problems related to online banking and suggests about online banking concerns especially in the context of Pakistan. This study explains that mostly customers prefer online banking services over branch banking due to its reliability, convenience, safety, speed and security, user-friendliness, and error less system. The findings of this study will provide the banks the answer to the questions that how they can provide online banking better services and what are the major issues that should be reduces in society to satisfy customers in a better way, so that they can compete their competitors in the industry and overall increase the number of online banking customers.
34
Limsupanark, Jutamart, Xu Ming, and Pimyada Pangam. "Study on the Influence of Customers’ Risk Perception on the Use of Leasing Services Based on the Burden of Ownership." International Business Research 10, no. 2 (January 20, 2017): 147. http://dx.doi.org/10.5539/ibr.v10n2p147.
Full textAbstract:
Rental service refers to the provision of the right to use the goods for the customer, and do not need to have ownership, such as the car rental industry, is now growing rapidly. This service is provided to avoid the so-called "customers to bear the burdens of ownership", such as the product has to take the risk and responsibility. However, the use of issues such as risk perception and subsequent customer facing to obtain the ownership of the products of leasing services need further study. Based on the theory of risk perception, we propose five risk dimensions (economic risk, performance risk, psychological risk, time risk and social risk). They have an impact on customer’s decision in rental service. Through the analysis of the data obtained by the investigation, we examined the hypothesis. The results proved that the decision of customer to obtain the ownership is affected by the five kinds of risk perception factors; while the ownership intention declines, the intention to use rental service will increase.
35
Putra, Halim Dwi, and Diah Paramita Sari. "PENGARUH FAKTOR PSIKOLOGIS KONSUMEN TERHADAP KEPUTUSAN PEMBELIAN DAN KEPUASAN KONSUMEN (Survei pada Pelanggan Koran Malang Pos di Kecamatan Klojen dan Blimbing Kota Malang)." Inovbiz: Jurnal Inovasi Bisnis 3, no. 2 (December 1, 2015): 69. http://dx.doi.org/10.35314/inovbiz.v3i2.27.
Full textAbstract:
Abstract: The purposes of this research are to know the effect of motivation towards purchasing decision, to know the effect of customer’s perception towards purchasing decision, to know the effect of customer’s knowledge towards purchasing decision, to know the effect of customer’s belief and attitude towards customer satisfaction, and to know the effect of purchasing decision towards customer satisfaction.This research was a survey research. It was conducted at Klojen and Blimbim Districts Malang. Population of this research was the society of Malang City who subscribes Malang Pos newspaper. The sample was taken by probability sampling; the total number of sample was 100. The results of this research are (1) all the psychological factors of the customer take significant effect on the purchasing decision of Malang Post newspaper, (2) customer satisfaction in reading Malang Post newspaper was influenced by their purchasing decision. In conclusion, customer satisfaction and their purchasing decision were influenced by psychological factors of customer. Keywords: Customer psychological factors, purchasing decision, customer satisfaction
36
Deb, Madhurima. "Store attributes, relationship investment, culture, religiosity and relationship quality." International Journal of Retail & Distribution Management 46, no. 7 (July 9, 2018): 615–37. http://dx.doi.org/10.1108/ijrdm-10-2017-0225.
Full textAbstract:
Purpose The purpose of this paper is to investigate the impact of store-level attributes, relationship investment, culture and religiosity on relationship quality. Design/methodology/approach To attain the above objective, data were collected from 350 customers from India and Nigeria. Data were analyzed using SPSS and AMOS. Findings In the present study, empirical evidence was found for the impact of most of the store’s positioning attributes on perceived relationship investment and relationship quality, in India and Nigeria. Factors like personalization and their impact on relationship investment and quality were not supported in Nigeria. Additionally, religiosity was found to impact relationship quality only in case of Nigerian customers. Cultural differences were also found between consumers of both these countries. Originality/value The present study contributes to the theory of consumer behavior and cross-cultural studies by examining the effect of the relationship between various cultural dimensions and religiosity on customer’s commitment with a store, which to the author’s best knowledge is not done before. The present study makes important contribution to the existing literature of relationship quality in three ways: first, by specifying important store-level attributes that impact customer’s perception about relationship investment. By applying these practices, retailers can guide customer’s perception of relationship investment, second, this study confirmed the impact of relationship investment on relationship quality, thus demonstrating the retailers as to why should they invest time and effort in building positive perception about relationship investment, third, this study is first of its kind to have investigated the impact of culture and religiosity on the perception of relationship investment and relationship quality.
37
Tulcanaza-Prieto, Ana Belen, HoKyun Shin, Younghwan Lee, and Chang Lee. "Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment." Sustainability 12, no. 4 (February 21, 2020): 1621. http://dx.doi.org/10.3390/su12041621.
Full textAbstract:
This study explores the relationship between corporate performance and corporate social responsibility (CSR) initiatives in the Ecuadorian banking environment. The first model employs both return on assets and return on equity as proxy for the financial performance while the second model includes the non-financial corporate performance constructs collected by a self-designed online questionnaire. We found a statistically positive relationship among CSR initiates and the financial and non-financial indicators in corporate performance. Our findings revealed that economic, legal, ethical, and philanthropic responsibility initiatives positively affect the non-financial corporate performance of the Ecuadorian banking environment. Similarly, the non-financial corporate performance is significantly positively influenced by the customer’s brand trust, customer’s brand loyalty, customer’s perception of quality, and customer satisfaction. Study results are mostly consistent with the banking environment of other countries, especially in Bangladesh, Pakistan, and Lebanon. Customers of the Ecuadorian banking environment perceived banks as socially responsible entities and Ecuadorian banks invest resources in CSR activities as a corporate governance policy to increase their financial and non-financial performance. Future research should include a corporate governance index with a CSR component as an independent variable to increase statistical models’ power.
38
Nyarku, Kwamena Minta, Lawrence Yaw Kusi, and Douglas Opoku Agyemang. "SERVICE QUALITY AND CUSTOMER ACCEPTABILITY AT THE CAPE COAST BRANCH OF METRO MASS TRANSIT LIMITED." Journal of Business and Enterprise Development 7, no. 2017 (July 1, 2017): 42–61. http://dx.doi.org/10.47963/jobed.2017.03.
Full textAbstract:
The paper seeks to examine customer’s perception about the state of public transport in Ghana; assess the extent to which customers are satisfied with Metro Mass Transport’s(MMT)public bus service delivery; and further establish the relationship (if any) among service quality, customer satisfaction, and customer loyalty. A quantitative approach, using questionnaires, was adopted to survey 377 regular students from the University of Cape Coast, who mostly patronize public transport services, especially on vacations, public holidays and school reopening seasons. Data were analyzed, using descriptive statistics and Pearson’s product-moment correlation technique. The findings indicate that the respondents’ strongest perception of the state of public transportation was its importance to society. Majority of the respondents were generally dissatisfied with MMTsservice delivery; and empirically, there was a weak, negative correlation between customer satisfaction in terms of service quality and customer loyalty. It is recommended that Metro Mass Transit Limitedmanagement focuses on some quality variables such as safety-comfort-cleanliness; information-communication; accessibility; terminal and stop points performance; and online performance, in order to improve and sustain customer loyalty.
39
L. Prabha et al.,, L. Prabha et al ,. "A Study on Customer’s Perception about Online Trading." International Journal of Economics, Commerce and Research 9, no. 1 (2019): 1–6. http://dx.doi.org/10.24247/ijecrjun20191.
Full text
40
Selvanathan, Mahiswaran, Rubana Vighnesvaran, Voon Ying Teng, and Faria Rabbi. "Internet Banking Challenges Among Customers in Selangor, Malaysia." International Journal of Human Resource Studies 6, no. 3 (October 3, 2016): 110. http://dx.doi.org/10.5296/ijhrs.v6i3.9727.
Full textAbstract:
Internet banking has been established a long time ago. All financial institutions particularly in Malaysia have developed secured online banking portals in line with the current trend of the industry. However, customer’s acceptance towards internet banking is still a widely debatable issue. This study aims to investigate if factors such as security, price, perceived ease of use and customer resistance to change influences customers adoption of internet banking services. Questionnaire survey approach for data collection was adopted in this study. The responses of 120 respondents who visited bank branches in Kota Damansara area were collected using convenience sampling method. The results of this study showed that hypotheses pertaining to security, price and perceived ease of use were supported but customer resistance to change was not supported. As compared to other factors, perceived ease of use is the strongest factor that influences the adoption of internet banking services, followed by price, customer resistance to change and security. The result also revealed that young adults are more likely to adopt internet banking. There are several limitations in this study that needs to be considered. First, the scope of this study was limited to the banking outlets in a particular area, which was Kota Damansara, Selangor and not Malaysia as a whole. Second, the outcome that was obtained from the questionnaires may not be accurate because some respondents did not answer the questionnaire seriously. Furthermore, this study only involved a small number of respondents due to time constrain and the study only included the adopters of internet banking services and excluded the non-adopters. Last but not least, the factors chosen for this research may not cover all possible factors that influences customer’s adoption of internet banking services. The findings presented in this research can be of assistance to customers especially those non-adopters of internet banking by providing them a deeper understanding of internet banking services and it would also help banks to identify the customer’s perception and the level of customer’s satisfaction towards internet banking services.
41
Delpechitre, Duleep, Brian Nicholas Rutherford, and Lucette B. Comer. "The importance of customer’s perception of salesperson’s empathy in selling." Journal of Business & Industrial Marketing 34, no. 2 (March 4, 2019): 374–88. http://dx.doi.org/10.1108/jbim-03-2017-0073.
Full textAbstract:
Purpose The purpose of this study is to examine the impact of salesperson empathy, both cognitive and affective, on business-to-business buyer-salesperson relational outcomes. Specifically, the direct impact of empathy is examined in relation to both the salesperson’s communication ability and customer-oriented behavior. The impact of empathy is then examined as a direct and indirect influencer of satisfaction with the salesperson and commitment to the salesperson. Design/methodology/approach To attain the objective of this research, an empirical study was conducted using 248 business-to-business purchasing agents. Findings The study found that cognitive empathy and affective empathy had a positive relationship with customer-oriented behaviors, information communication ability and commitment to the salesperson. However, only cognitive empathy was found to have a positive relationship with customer’s satisfaction with the salesperson. Originality/value Although empathy has found to have a positive effect on sales, sales research has yet to provide conclusive evidence on whether cognitive empathy and affective empathy would have a similar effect on a salesperson-customer relationship. This study provides evidence that not all facets of empathy influence relational outcomes the same way and differ in magnitude. This provides strong support for the importance of studying the impact of empathy from a faceted viewpoint rather than a uni-dimensional perspective when examining the influence on buyer-seller relational outcomes.
42
Choudhury, Mousumi, Ranjit Singh, K. Kajol, and Shashi Kant Rai. "EMPATHY OF THE BANCASSURANCE CHANNEL: AN EMPIRICAL STUDY." Indian Journal of Finance and Banking 4, no. 4 (December 13, 2020): 30–47. http://dx.doi.org/10.46281/ijfb.v4i4.909.
Full textAbstract:
Purpose: The purpose of the study is to assess the customers’ perception regarding empathy exhibited by the bancassurance channel and factors affecting it.
Design/Methodology/Approach: Using random sampling, the data was collected from customers of several branches of State bank of India in Guwahati city of Assam, who have availed life insurance services from these branches. Tool of structured questionnaire was used to collect primary data. Mean, standard deviation, regression analysis was used to analyze the data and draw logical conclusions.
Findings: The study shows that customer perceives bancassurance channel to have a high level of empathy towards customers. It was also found that none of the demographic variables considered in the study have any impact on influencing perception. Therefore, policymaker can adopt one fits all approach in the case of demographic aspects to improve the empathetic nature showed by the bancassurance channel.
Research Limitations: The study takes into consideration the customers who have bought Life insurance service from various branches of State Bank of India, Guwahati, Assam, India.
Originality: The study is first of its kind in assessing customer’s perception of empathy shown by the bancassurance channel. The study will be useful for researchers, academicians and those working in the area of bancassurance and in their understanding about factors influencing customer experience, satisfaction and retention strategy.
Major Conclusion: The study finds that customers of the bancassurance channel perceive that the channel demonstrates high empathy. Therefore, policymaker can advocate for an increase in penetration of life insurance through the bancassurance channel. As there is no association between the demographic factors and customers’ perception towards empathy shown by the bancassurance channel, policymaker can adopt one fits all approach in the case of demographic aspects to improve the empathetic nature showed by the bancassurance channel.
43
Veeralakshmi, Ms U. Sakthi, and Dr G. Venkatesan. "Empirical Study On Attributes Leading To Satisfaction Among Bank Customer." Restaurant Business 118, no. 7 (July 13, 2019): 101–10. http://dx.doi.org/10.26643/rb.v118i7.7669.
Full textAbstract:
This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.
44
Do, Diem Khac Xuan, Kaleel Rahman, and Linda J. Robinson. "Determinants of negative customer engagement behaviours." Journal of Services Marketing 34, no. 2 (December 9, 2019): 117–35. http://dx.doi.org/10.1108/jsm-02-2019-0050.
Full textAbstract:
Purpose Understanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than that of positive information. Hence, this paper aims to propose new determinants of negatively valenced customer engagement, including disengaged and negatively engaged behaviours in a service consumption context and explore under what conditions customers display disengaged or negatively engaged behaviours. Design/methodology/approach This study incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours. Findings A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative customer engagement via the mediator of customer outrage. Moderating variables, include self-esteem, self-efficacy, altruism and vengeance; are also proposed to affect disengaged/negatively engaged behaviours. Originality/value This study is the first to specify the underlying reasons of negative customer engagement by establishing the conceptual linkages between negative disconfirmation, justice and negative customer engagement via the mediating role of customer outrage. Further, customer resources are used to understand disengaged/negatively engaged behaviours. In doing so, this study views negative customer engagement from the perspective of a customer’s internal response to the trigger experience, rather than the experience itself. Thus, this study contributes to literature on customer engagement by developing a conceptual framework that illustrates the underlying cognitive and affective responses that drive negative customer engagement behaviours.
45
Faiz, Fahrurozi Ibnu, Ignatius Soni Kurniawan, and Henny Welsa. "PENGARUH PERSEPSI HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DRIVER ONLINE GRAB DI YOGYAKARTA." MANAJEMEN DEWANTARA 1, no. 1 (April 30, 2019): 161. http://dx.doi.org/10.26460/md.v3i1.7656.
Full textAbstract:
The customer’s satisfaction is very important because it is able to increase the amount of the new costumer and the profit pf the company. The research is done to know the influence of the Price Perception and the Service Quality toward the costumer of Grab’s Online Driver in Yogyakarta. The research was done in Yogyakarta. The number data sampling are 100 respondents which was chosen randomly or Random Sampling Method. The collection of the data was done by spreading the questionnaire with using the 1 – 5 scale to measure the 23 indicator of questions. The result of the research is showing the result of the price perception variable influenced with the customer’s satisfaction, and the service quality influenced with the customer’s satisfaction. The coefficient of determination in this research is about 68.3% toward the costumer’s satisfaction.Keywords: Price Perception, Service Quality, and Costumer’s satisfaction
46
D, Suhas, and H. N. Ramesh. "Customers’ eyeshot on Information Technology services in the Banking Industry – A Synoptic View." Restaurant Business 118, no. 10 (October 11, 2019): 557–62. http://dx.doi.org/10.26643/rb.v118i10.9574.
Full textAbstract:
Globalization has made banks to use Information Technology in offering banking services to customers, and which made customers in creating high expectations in banking services through electronic mode. Electronic banking services are now considered a new delivery channel for banks in India and which made customers access banking services easily and quickly. The transformation of traditional banking to modern banking is started by using Automatic Teller Machines, Bill Payments, E-Fund Transfer and so on. This made customers easy to do banking activitieseven in their homes and offices at any time. The success of E-banking is largely depended on banker’s commitment and participation of the functioning at all stages and customer acceptance. In this view, the present work has made an attempt to study the customer’s perception of electronic banking services. The survey was conducted to 70 customers of nationalized banks in India. The data has been analyzed using percentages and chi-square tests to ascertain the results of the study.
47
Shukla, Palak, Shalini Sharma, and Dr Shine David. "STUDY OF HEALTH CARE SERVICES: CUSTOMER’S PERCEPTION IN INDORE." International Journal of Research -GRANTHAALAYAH 7, no. 5 (May 31, 2019): 106–10. http://dx.doi.org/10.29121/granthaalayah.v7.i5.2019.829.
Full textAbstract:
Analysis of how public chooses their hospital for treatment. In this study we are analysing is there any difference in choosing a hospital by male and female community. As there are many additional services which are provided by the hospital along with their basic service that is treatment. And in service industry there are various factors, which create barriers in the growth of industry. Health care market consists of both the genders i.e. male and female and by this study we found that on which factor the opinion of the genders are different. There are many facilities and services which are included in the survey provided by hospital. This study is done to have a better understanding of the both community’s needs, as satisfaction of customer increases customer retention and helps in developing customer base and capturing more market. Also it provides the analysis of market. In hospital industry the same doctor can also visit the other hospital, thus it is important to have customer retention and continuously improvement in services provided by the hospital and brief understanding of the market.
48
Ge, Li, Barbara Almanza, Carl Behnke, and Chun-Hung (Hugo) Tang. "Will reduced portion size compromise restaurant customer’s value perception?" International Journal of Hospitality Management 70 (March 2018): 130–38. http://dx.doi.org/10.1016/j.ijhm.2017.10.026.
Full text
49
Gerpott, Torsten J. "Relative fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany." Management & Marketing 13, no. 4 (December 1, 2018): 1150–73. http://dx.doi.org/10.2478/mmcks-2018-0029.
Full textAbstract:
AbstractSo far, management practitioners and scholars alike assume that raises in the contractual absolute maximum bandwidth of Internet connections increase the attitudinal bonds of customers with their access provider. The present study broadens this perspective: In a sample of up to 752 German-speaking Internet users with a wireline Internet access at home, it explores two relative speed characteristics of broadband connections as potential determinants of customer affinity with an access provider. The two reference-dependent aspects comprise customer quality experiences in terms of delivered transmission speeds (1) relative to the maximum down- and upload bandwidths as per customer contract, and (2) relative to speeds emphasized in advertisements of a consumer’s access provider. Furthermore, correlations are analyzed between the frequency with which customers use speed tests to check the quality of their wireline Internet connection and their attitudinal bonds with their access provider. Attitudinal bonding is broken down into customer satisfaction with the performance of the current wireline Internet access at home and propensity to churn at the earliest opportunity. Multivariate regression analysis reveals that the impression that advertised wireline access bandwidths are exaggerated compared to the speeds actually delivered and – to a lesser extent – the perception that the contractual maximum speed is reached only in a low share of a customer’s Internet sessions significantly decrease customer satisfaction and significantly increase customer inclination to churn. The effects of the two speed assessments are not independent of one another: Perceived speed exaggerations in a provider’s ads impair customer bonds less (more) strongly if the experienced share of Internet sessions with speeds below the contractual maximum bandwidth is high (low). More frequent speed testing reduces customer bonding, especially in case that advertised speeds of a customer’s provider are experienced as overblown. The results suggest that wireline Internet access providers can increase the attitudinal bonds with their customers by abstaining from emphasizing maximum speeds in their advertising, which customers rarely reach under standard everyday conditions.
50
Panchal, Nilay. "Customer’s Perception Towards Health Insurance: An Empirical Study in Bardoli & Mandvi Region." Indian Journal of Applied Research 3, no. 4 (October 1, 2011): 62–64. http://dx.doi.org/10.15373/2249555x/apr2013/84.
Full text