Relevant bibliographies by topics / Customer Gratification

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Customer Gratification'

Author: Grafiati
Published: 7 June 2025
Last updated: 2 August 2025

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Journal articles on the topic "Customer Gratification"

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FALEYE Olubunmi Christianah, OLANIYAN Opeyemi Omototo, and ADELUGBA Iyabode Abisola. "Electronic banking on customer gratification of guaranty trust bank in ado-Ekiti." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 1389–400. http://dx.doi.org/10.30574/wjarr.2024.24.1.3092.

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The study examined the effect of electronic banking on customer gratification of GT Bank in Ado-Ekiti. The aim of the study is to determine the effect of mobile banking on customer gratification; evaluated the effect of automated teller machine on customer gratification and examined point of sales on customer gratification. A descriptive survey research design was adopted for the study. The population of the study comprises GT Bank customers in Ado-Ekiti Metropolis. The sample size was 399. Yamane sampling model was employed in this study. Primary data used for the study were gathered through
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FALEYE, Olubunmi Christianah, Opeyemi Omototo OLANIYAN, and Iyabode Abisola ADELUGBA. "Electronic banking on customer gratification of guaranty trust bank in ado-Ekiti." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 1389–400. https://doi.org/10.5281/zenodo.15031819.

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The study examined the effect of electronic banking on customer gratification of GT Bank in Ado-Ekiti. The aim of the study is to determine the effect of mobile banking on customer gratification; evaluated the effect of automated teller machine on customer gratification and examined point of sales on customer gratification. A descriptive survey research design was adopted for the study. The population of the study comprises GT Bank customers in Ado-Ekiti Metropolis. The sample size was 399. Yamane sampling model was employed in this study. Primary data used for the study were gathered through
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Redzuwan, Radzliyana, Nadiah Diyana Tan Abdullah, Khor Poy Hua, Azlan Abdul Aziz, and Lim Khong Chiu. "Motivational Factors on the Propensity to Use Sports Events Tourism Websites: The Utilization of UGT." Jurnal Intelek 17, no. 2 (2022): 187–97. http://dx.doi.org/10.24191/ji.v17i2.18205.

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Even though extensive Internet research has been conducted around the world, there is still a lack of knowledge about motivational factors and their moderating effects on the inclination to utilize sports event tourism websites. Two theories are being utilized in this study – (i) the Sport Website Acceptance Model (SWAM) and (ii) the Uses and Gratifications Theory (UGT). Customer-perceived values which are derived from the SWAM consist of four components including accessibility, flexibility, interactivity, and reliability, while motivation factors include informativeness gratification and ente
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Ng, Alex Hou Hong, Walton Wider, Ree Chan Ho, Chee Hoo Wong, and Kwang Sing Ngui. "Enhancing customer behavior and gratitude towards the use of social commerce in Malaysia." Asian Development Policy Review 12, no. 2 (2024): 70–81. http://dx.doi.org/10.55493/5008.v12i2.4977.

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This study aims to examine the extent to which customers feel grateful towards social commerce, focusing on the satisfaction they derive from it. It also explores how social commerce has the potential to significantly change the way people shop online, particularly in a dynamic and interactive network setting. A conceptual framework was created to identify the specific gratifications that customers seek in social commerce, using the uses and gratification theory. The study utilized structured equation modeling to analyze data obtained from 262 social commerce customers in Malaysia via a questi
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Jigisha Srivastava. "Exploring the Interrelationship between Customer Engagement, Customer Gratification, and Customer Empowerment in the Context of Social Media Marketing." Journal of Information Systems Engineering and Management 10, no. 38s (2025): 1095–107. https://doi.org/10.52783/jisem.v10i38s.7069.

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The advent of social media platforms has brought about a revolution in marketing strategies in this era of digital transformation. These platforms have enabled firms to cultivate interactive relationships with their customers. The purpose of this study is to analyze the interrelationship between customer involvement, customer gratification, and consumer empowerment in the context of social media marketing. The research makes use of primary data acquired from five hundred active social media users who come from a variety of demographics and platforms. The research is conducted using a mixed-met
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Amulya, Uppala. "Mediating Roles of Customer Experience on E-Loyalty." Ushus - Journal of Business Management 18, no. 4 (2019): 41–54. http://dx.doi.org/10.12725/ujbm.49.4.

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The purpose of this paper is to investigate the measure of customer allegiance towards e-commerce websites. This paper also examines the satisfaction level of the customers and e-trust towards e-commerce websites through a mediating role of customer experience. A conceptual model with a theoretical basis in the e-loyalty is developed to illuminate the antecedents of customer experience. In this article, an epigrammatic approach is adopted to explore the accuracies of the observations by empirical evidence. The results are expected to reveal the substantiality of customer experience and custome
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Mohammed, Abdulla. "The Relationship between Gem 2.0 and Customer Satisfaction." International Journal of Leadership and Governance 5, no. 1 (2025): 1–11. https://doi.org/10.47604/ijlg.3154.

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Purpose: The UAE administration developed the GEM 2.0 model to enhance the well-being of the UAE citizens. In addition, it is essential to make governance future-oriented and future-ready. This model incorporates several beneficial principles for customer gratification and organizational and governance effectiveness. Methodology: This research paper focused on the way followed by the GEM 2.0 model to be restarted to customer gratification by discovering several factors contributing to customer gratification in literature as well as aligning with those factors to GEM 2.0. Findings: The paper fo
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Omigie, Newman O., Hangjung Zo, Jae Jeung Rho, and Andrew P. Ciganek. "Customer pre-adoption choice behavior for M-PESA mobile financial services." Industrial Management & Data Systems 117, no. 5 (2017): 910–26. http://dx.doi.org/10.1108/imds-06-2016-0228.

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Purpose The purpose of this paper is to extend the theory of consumption values by investigating the influence of aesthetic, conditional, convenience, monetary, epistemic, self-gratification, and social value on customer pre-adoption choice behavior to use mobile financial services. Design/methodology/approach Data were collected using an online survey questionnaire resulting in 524 total responses from registered users of M-PESA mobile financial services in Kenya, ultimately resulting in a usable sample of 384 responses. Partial least squares was used to evaluate the research model and associ
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Hidayati, Eva Laela, Maria Apsari Sugiat, and Maya Aryanti. "Exploring TikTok Live Shopping : How Uses and Gratifica-tions Theory, Network Size, and Digital Celebrities Drive Continuous Purchase Intentions." Digital Innovation : International Journal of Management 2, no. 3 (2025): 85–97. https://doi.org/10.61132/digitalinnovation.v2i3.405.

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This study aims to analyze the influence of Uses and Gratifications Theory (U&G Theory) dimensions—including hedonic gratification (perceived enjoyment), utilitarian gratification (perceived utility and self-presentation), and social gratification (social presence) as well as perceived network size on continuous purchase intention. In addition, the study explores the mediating role of perceptions of digital celebrities in the context of live streaming shopping for modest fashion products on TikTok. A quantitative approach was employed using a survey method involving 429 TikTok users who ha
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Alhassan, Muftawu Dzang, Emmanuel Awuni Kolog, and Richard Boateng. "Effect of gratification on user attitude and continuance use of mobile payment services: a developing country context." Journal of Systems and Information Technology 22, no. 4 (2020): 353–80. http://dx.doi.org/10.1108/jsit-01-2020-0010.

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Purpose This study aims to investigate the gratifications driving the attitude and continuance use of mobile payment services in developing country context, such as Ghana. Also, the moderating effect of income and education on gratifications and attitude of users is explored. Design/methodology/approach Data was collected from conveniently sampled 361 users of mobile payment services in Ghana. A questionnaire, which mainly contains five-point Likert scale questions, was used to collect the data. The study adopted the Uses and Gratification (U&G) theory, where income and education were used
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Dissertations / Theses on the topic "Customer Gratification"

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Nyholm, Hanna, and Amanda Åberg. "Design som engagerar : En analys av tjänstedesign och omnikanaler inom dagligvaurhandeln." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-54383.

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Denna studie undersöker hur olika beröringspunkter påverkar kundengagemanget inom dagligvaruhandeln. Då trenden går mot att se till kundens helhetsupplevelse inom ett företags ekosystem snarare än det enskilda köpet blir kundengagemang och omnikanal två begrepp som kan ses som högst aktuella att studera när företag idag ska utforma sin beröringspunktarkitektur. Beröringspunkter är alla de kontaktpunkter, såväl fysiska som digitala, mellan ett varumärke och en kund. Dessa beröringspunkter verkar tillsammans och bidrar alla genom omnikanalsperspektivet till en sammansatt kundupplevelse. Skapande
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Bolm, Nadine, and Betty Hartigan. "From Bags to Boxes; : A Study of the Consumers Perception of Value in Online Fashion Retail Sales." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75883.

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Abstract Bachelor Thesis in Business Administration. Bachelor of Science with Specialization in Marketing – Main Field of Study: Business Administration. School of Business and Economics at Linnaeus University, Course Code 2FE21E, 2018 Title: From Bags to Boxes: A Study of the Consumers Perception of Value in Online Fashion Retail Sales Authors: Nadine Bolm, Betty Hartigan Supervisor: Michaela Sandell Examiner: Åsa Devine Background: Online retail sales has been growing steadily since the late twentieth century. Fashion, as a segment of the online marketplace, is the largest market in cyberspa
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Gaddefors, Linn, and Frida Tollqvist. "Scrolling on a Shopping Journey : A study of relationships between motivations to use social media, the customer journey and purchase intention." Thesis, Umeå universitet, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-185353.

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We are currently in the middle of the digital marketing era where technological developments have made it possible for customers and businesses to communicate around the clock. Social media is a tool that makes it possible for companies and brands to create and maintain relationships. To understand social media usage and the motivations behind it, Uses & Gratifications theory is commonly used. Motivations are important when exploring consumer behaviour and understanding the customer journey. A customer journey can be explained as the different touch-points a customer has with a firm during
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Vanga, Sudarsana Reddy, and Yan Yang. "Perceptions and Motivations of User Engagement for Social Media Marketing : A Quantitative Study of Facebook and Instagram Users." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-387909.

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Social media marketing has gained tremendous attention in recent years and has become a powerful tool for companies, entrepreneurs and marketers to approach their target customers and cultivate longtime customer relationship with increased engagement. Despite the increasing investment on social media marketing and the increasingly important roles users play today, few of previous studies, however, were focused on the user behavior or the key factors that influence user engagement with brands on social media. We chose the technology acceptance model (TAM) and uses and gratifications theory (UGT
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LIN, CHIA-WEI, and 林家溦. "The Influence of Mobile Application on Brand Identification and Customers’ Purchase Intention: The Perspectives of Use and Gratifications Theory and Trust." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/5m7yg7.

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碩士<br>銘傳大學<br>國際企業學系碩士在職專班<br>106<br>The increasing popularity of mobile applications (APP) have become a useful media allowing consumers to access information provided by companies.APP, on the other hand, enables companies to communicate with customers to increase brand identification and purchase intention. Such marketing strategy is generally called mobile to offline (M2O) business model. However, little study has been done to test how the M2O can affect brand identification and customer purchase intention. Based on the aspects of uses and gratifications theory and trust theory, this study
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Books on the topic "Customer Gratification"

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White, Delano M. Instant gratification: An entrepreneur's guide to satisfying every customer, every time. OtherSider Press, 2009.

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Book chapters on the topic "Customer Gratification"

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Cornelissen, Patrick, Robin Effing, and Ton A. M. Spil. "Care About Your Customer: A Use and Gratification Study Regarding Co-creation and Customer Engagement on Facebook." In Lecture Notes in Computer Science. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-29374-1_2.

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Rauschnabel, Philipp A., and Nina Krey. "Virtually Enhancing the Real World with Augmented Reality Holograms: Use and Gratification Perspective: An Abstract." In Back to the Future: Using Marketing Basics to Provide Customer Value. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_204.

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Ha, Minh Son, and Thuy Linh Nguyen. "Digital Transformation in Banking: A Case from Vietnam." In Smart Cities in Asia. Springer Nature Singapore, 2022. http://dx.doi.org/10.1007/978-981-19-1701-1_9.

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AbstractThis article aims to examine the literature on digital transformation in the banking sectors and the current commercial banks’ digital transformation landscape in Vietnam. The paper provides examples of some local commercial banks to show that digital banking should be considered an integral part of smart cities. The paper also analyzes the challenges facing Vietnamese banks in their digitalization process to become smarter banks. Next, the study makes some recommendations about how to leverage the digitalization process in the Vietnamese banking system. It can be concluded from this r
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Hsiao, Cheng-Chieh. "Why Do Consumers Share Content on the Internet? The Uses and Gratifications Approach: An Abstract." In Back to the Future: Using Marketing Basics to Provide Customer Value. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_227.

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Ho, Ree Chan, Meiyi Li, Minh Tung Tran, Teck Choon Teo, Irfah Najihah Binti Basir Malan, and Woon Leong Lin. "Customer Centricity Orientation in Artificial Intelligence of Things (AIoT)." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2024. http://dx.doi.org/10.4018/979-8-3693-5668-5.ch003.

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This study aims to investigate the usage of Artificial Internet of Things (AIoT) for the food and beverage retailing industry, and the experiences of customers in satisfying their gratifications. A conceptual framework based on the uses and gratification theory was constructed and the data was analyzed with covariance-based structured equation modeling. Three gratification dimensions were identified, hedonic gratification encompassing hedonic value, utilitarian gratifications including convenience and information quality, and social gratification comprising familiarity and social influence. In
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Ho, Ree Chan. "Unearthing Customer Engagement in Mobile Wallet Usage." In Handbook of Research on Social Impacts of E-Payment and Blockchain Technology. IGI Global, 2022. http://dx.doi.org/10.4018/978-1-7998-9035-5.ch021.

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Customers are switching to mobile wallets in making online purchases these days as the result of the convenience of this payment mode. This chapter aims to understand customer attitude towards the gratification sought from mobile payment and further investigate its influence on promoting customer engagement. Uses and gratification theory offered the underpinning theoretical explanation in the development of the conceptual framework for this study. This chapter provided a theoretical explanation in discoursing the role of the mobile wallet for promoting customer engagement. The linkage to the c
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Thind, Sargam, and Sabyasachi Dasgupta. "Exploring Gratification Factors in Visual Food Communication." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-3150-0.ch004.

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This chapter throws light on the impact of gratification factors in visual food communication on consumer decision making. This research has been done with special reference to ‘South Indian Cuisine'. It will be evident that if an eatery promotes and presents these regional foods with a specific strategy, it will attract more consumers than it had expected. People basically relate well to the pictures of food, specifically because in countries like India, emotion is one majorly used appeal by brands to lure their customers. Hence, even in food industry, a person before ordering a particular di
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Ho, Ree Chan. "Internet of Things in Online Business." In Impact of Globalization and Advanced Technologies on Online Business Models. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7603-8.ch010.

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Online business, just like other industries, has adopted advanced technology for business performance. Hence, the technology of internet of things (IoT) has been implemented in recent years. IoT acts as a business ecosystem by interconnecting all physical objects and systems to execute tasks efficiently. However, the extent to which customers understand and appreciated this emerging technology is understudied. The purpose of this chapter is therefore to understand the customer acceptance as well as the gratification gained and sought by them via the use of IoT technology. Based on the uses and
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Nigam, Hansa. "Understanding Urban Millennial Consumer Gratification for Branded Indian Web Series." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-3150-0.ch009.

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The Indian millennial generation is increasingly demanding and consuming online video contents which form a considerable percentage of digital content. The current chapter sheds light on the factors which play a key role in the growing popularity of the Indian web series, a recent addition to the online video content, among the millennial generation. A study of the past literature draws a picture of the millennial generation, their inclination towards the Internet and their preferred form of content including the web series. It also, elaborates on the nine clusters identified by Rubin as a par
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Rathee, Rupa, Monika Singh, and Inderjeet Maurya. "Decoding Consumer Emotions in Quick Commerce." In Methods and Applications of Quick Commerce (Q-Commerce). IGI Global, 2025. https://doi.org/10.4018/979-8-3373-1712-0.ch003.

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Quick delivery,merging business model, with orders placed and delivered in a much shorter time frame than traditional e-commerce. Q-commerce growing instant gratification, convenience, and seamless experiences in shopping. This chapter looks at how Quick Commerce is a paradigm-changing business model spanning The chapter explore consumers' sentiments toward Q-commerce sites and how online reviews act upon their dispositions and preferences in the present time a qualitative method adopted in the chapter to analyze consumer behavior toward Q-commerce through web reviews. chapter does a sentiment
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Conference papers on the topic "Customer Gratification"

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Waswani, Kunal. "COMPARATIVE STUDY ON CUSTOMER’S PREFERENCES ON ONLINE OVER OFFLINE MODE OF SHOPPING." In ransforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250224.

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The retail landscape has evolved significantly due to advancements in digital technology and shifting consumer behaviors. This study explores the key factors influencing consumer preferences for online and offline shopping modes, analyzing demographic variations, convenience, pricing, product variety, and psychological aspects like trust and social interaction. Primary data collected through surveys reveal that convenience (26.4%) and a wider product range (30.2%) are major reasons consumers favor online shopping, while offline shopping continues to attract those seeking immediate gratificatio
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Poon Chong, Peter, and Terrence Lalla. "APPLYING FUZZY QFD MCDM TO EVALUATE MUSICAL INSTRUMENTS." In International Conference on Emerging Trends in Engineering & Technology (IConETech-2020). Faculty of Engineering, The University of the West Indies, St. Augustine, 2020. http://dx.doi.org/10.47412/bgmj4037.

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This paper exhibits a method to improve the quality of musical instruments with the application of two Multi-Criteria Decision Making models, Technique of Order Preference by Similarity to Ideal Solution (TOPSIS) and Analytic Hierarchy Process (AHP) in a Quality Function Deployment (QFD) Environment. A fuzzy analysis approach was also included to accommodate qualitative data in music. The QFD was constructed with literature based on optimizing the manufacture of musical instruments. At this phase of the research, the paper focused on the physical parameters and perceived qualities of musical i
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