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Journal articles on the topic 'Customer Gratification'

Author: Grafiati

Published: 7 June 2025

Last updated: 2 August 2025

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1

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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Sabrina, Quadir, Islam Sanjida, and Moriom Khan Israt. "Factors influencing customer gratification to use DTH service in bangladesh." i-manager’s Journal on Management 16, no. 3 (2022): 22. http://dx.doi.org/10.26634/jmgt.16.3.18450.

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With a distinctive position in the advancement of the service sector, DTH (Direct-To-Home) is providing a service to perceive the user's gratification. The objective of this study is to examine the influencing factors of customer gratification and the growing popularity of DTH services in Bangladesh. Both primary and secondary information were used in this study. The conducting period of this study was from April to September of 2021, surveying a questionnaire of 561 participants in both urban and rural areas in Bangladesh. To analyze the data and find the results, SPSS version 20 was used. Th

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Rika, Agustina Maulidatur. "MODEL LOYALITAS PELANGGAN BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT (Studi Kasus pada Usaha Distro Districtsides dan Smith Semarang)." Jurnal Ekonomi dan Bisnis 18, no. 2 (2017): 119. http://dx.doi.org/10.30659/ekobis.18.2.119-135.

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This study aimed to describe and analyze the effect of customer relationship managementon customer loyalty to the brand trust and customer satisfaction as an intervening variable.The population used is that consumers who buy at Distro Districtsides and Smith Semarang.By using purposive sampling technique, which specializes in consumer buying in distributionsDistrictsides and Smith Semarang minimum age of 20 years and above, then obtaineda sample size of 100 respondents. A tool of analysis is path analysis with SPSS, wherepreviously tested the validity and reliability and classic assumption tes

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Huang, Taozhen, Zheshi Bao, and Yan Li. "Why do players purchase in mobile social network games? An examination of customer engagement and of uses and gratifications theory." Program 51, no. 3 (2017): 259–77. http://dx.doi.org/10.1108/prog-12-2016-0078.

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Purpose The purpose of this paper is to explore the purchase intention in mobile social network games (M-SNGs) through a new perspective and discuss how to effectively promote players’ payment. Design/methodology/approach The author proposed a research model by integrating customer engagement (CE) and uses and gratification theory (U&G). Three dimensions of CE and three types of U&G were analyzed, respectively to explore the direct and indirect effects on purchase intention in M-SNGs. Online questionnaires were adopted to collect data, and 354 valid samples were analyzed by structural

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Mavilinda, Hera Febria, Aslamia Rosa Rosa, and Yulia Hamdaini Putri. "Ephemeral marketing trends as a digital marketing strategy: Analyzing FOMO, gratification and user engagement in driving purchase intention." Diponegoro International Journal of Business 7, no. 2 (2024): 115–32. https://doi.org/10.14710/dijb.7.2.2024.115-132.

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The purpose of this study is to explore and analyze the influence of ephemeral marketing content in motivating users through Fear of Missing Out (FOMO) behaviors and its impact on user engagement and purchase intentionamong millennials on social media platforms, adopting the uses and gratifications theory (U&G). Furthermore, the mediating impact of gratification between Fomo and user engagement was also tested. The study utilized primary data collected via online questionnaires distributed to 200 respondents who are active users of instagram. The method employed is quantitative, with PLS-S

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Tajeddini, Kayhan, Thilini Chathurika Gamage, Waseem Ul Hameed, et al. "How self-gratification and social values shape revisit intention and customer loyalty of Airbnb customers." International Journal of Hospitality Management 100 (January 2022): 103093. http://dx.doi.org/10.1016/j.ijhm.2021.103093.

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Eger, Ludvik, and Liuba Turchyn. "Customer engagement in Facebook brand communities: A case study from automotive in the Czech Republic." E+M Ekonomie a Management 27, no. 4 (2024): 192–210. https://doi.org/10.15240/tul/001/2024-4-012.

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Social media is a valuable medium for customer engagement, maintaining existing customers and for acquiring prospective customers. Social media platforms are increasingly adopted as strategic communication tools for building brand equity and consumer engagement. The main objective of this study is to examine the roles of company-created content on Facebook in enhancing brand visibility and interaction between brand and consumer response. In this study, four official Facebook profiles from automotive brands were collected and surveyed and then the data were analyzed in detail using content anal

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Nguyen, Thai Duc. "Banking Loyalty in Ho Chi Minh City: The Role of Service Quality, Satisfaction, and Trust." ISIR Journal of Business and Management Studies (ISIRJBMS) 2, no. 1 (2025): 31–41. https://doi.org/10.5281/zenodo.14761937.

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<em>This research delves into the various factors which play a role in shaping the loyalty of customers towards banking institutions located in HCMC (Ho Chi Minh City). Unlike other commercial operations, providing banking services necessitates the establishment of strong foundations of trust and satisfaction in order to maintain long-term and successful connections to customers. This is critical since banking includes managing people's funds while also maintaining their security and trust in the institution. The primary objective of this study is to pinpoint the fundamental components, namely

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Bankole, Janet, Patrick Ladipo, and Ayodele Oniku. "Digital marketing and Gen Z customer loyalty to fashion products (study from Federal Government-owned Tertiary Institutions in Lagos-State Nigeria)." Unilag Journal of Business 9, no. 2 (2023): 32–42. http://dx.doi.org/10.52968/11207909.

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In the era of digital dominance and with Generation Z constituting over 25% of the global population, businesses face fierce competition, necessitating a robust online presence to attract and retain Gen Z customers. This research investigates digital marketing and Gen Z customer loyalty to fashion products in Lagos State. Employing a quantitative approach and anchored in the Theory of Planned Behaviour, Uses and Gratification (U&G) Theory, and Technological Acceptance Model (TAM), the study surveyed 382 students from Federal Government-owned tertiary institutions. Analyzing data through SP

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SARAVANAN, Dr T., and A. SURYA. "A STUDY ON E MARKETING STRATERGIES FOR CONSUMER BEHAVIOR." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 07, no. 09 (2023): 1–11. http://dx.doi.org/10.55041/ijsrem25784.

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Today’s marketing has taken reshape by digitalization, and every customer is accompanied with Smartphone’s with WI-FI and internet connections, understanding the target customers become vital. Customer choices are need based and it is decisive, who is creating the need, whether at the customer’s part or by the marketer. Rationality and impulsive decisions may either take place in their choice of purchase decisions. In online stores, the marketers are following the customers wherever they go through. Online markets are flourishing every day and hence, customer’s choices have begun more into imp

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Zhang, Qi, Yuling Wang, and Shaizatulaqma Kamalul Ariffin. "Consumers purchase intention in live-streaming e-commerce: A consumption value perspective and the role of streamer popularity." PLOS ONE 19, no. 2 (2024): e0296339. http://dx.doi.org/10.1371/journal.pone.0296339.

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The rapid development of live-streaming e-commerce has driven billions of sales revenues and made customers’ purchase intention a life-and-death issue for sellers. This study examines the influencing factors of customers’ purchase intention from a value perspective by adopting and extending the Theory of Consumption Values (TCV). We also incorporated streamer popularity as a moderating variable to reveal its significant impact on live-streaming e-commerce. This study collected 457 valid online questionnaires from Chinese live-streaming e-commerce users. Our findings show that five of six consu

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Singh, Ranjit, Juman Iqbal, and Haywantee Ramkissoon. "Metaverse in Hospitality and Tourism: A Focus on Customer Perceived Value and Experience." International Journal of Hospitality and Tourism Systems 18, no. 2 (2025): 96–106. https://doi.org/10.21863/ijhts/2025.18.2.009.

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In recent years, there has been significant academic discourse surrounding the transformation of hospitality and tourism offerings into metaverse experiences. However, how the metaverse will affect the customer is still not clear as it is in the early phase of development. Drawing on a multidisciplinary perspective on metaverse, we develop and propose a conceptual framework to explore the associations between customer perceived value, and experience. The premise is that perceived value serves as a catalyst for customers’ experience with the metaverse. This value can be delineated into utilitar

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Ghouri, Muhammad Waleed Ayub, Linchen Tong, and Muhammad Ali Hussain. "Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan." Sustainability 13, no. 17 (2021): 9538. http://dx.doi.org/10.3390/su13179538.

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Due to the phenomenal growth of e-commerce, online shopping has recently become a worldwide trend. This fosters many online shopping platforms to enter into Asian emerging markets, which evolves a need to understand online decision-making processes in this particular context. Addressing this gap, our study initialized an integrated framework based on Uses and Gratification theory and the Cognitive–Affect–Behavior paradigm to examine the impact of gratification elements on customer satisfaction and convenience enforcing continuance shopping intention. Moreover, we also conceptualize the moderat

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Daffah, Mohamad Iqbal, Andriani Kusumawati, and Wiyata Wiyata. "Unlocking emotional engagement: How Tiktok live streaming transforms customer-brand relationships in the digital era." Bricolage : Jurnal Magister Ilmu Komunikasi 10, no. 2 (2024): 327. http://dx.doi.org/10.30813/bricolage.v10i2.5641.

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<p>The lack of understanding about how live streaming on social media platforms like TikTok can build emotional engagement between customers and brands and the factors influencing such engagement in the era of the fourth industrial revolution led to this research. Using the Uses and Gratification (U&amp;G) Theory to explain the motivations behind media use in fulfilling social and psychological needs, along with the Theory of Reasoned Action (TRA), which emphasizes attitudes as the primary determinants of behavior, the objective of this study is to analyze the influence of gratificat

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Kashyap, Anil Kumar, and Ajay Kumar. "Understanding Customer Perceived Mall Values." International Journal of Customer Relationship Marketing and Management 10, no. 3 (2019): 21–34. http://dx.doi.org/10.4018/ijcrmm.2019070102.

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Value-based business strategies are acquiring attention throughout the world. Retailing in India has distinct challenges. The diversity in its population largely affects its retail characteristics. Understanding customer perceived values and developing appropriate strategies is the only way to succeed. The proposed study is designed to explore and validate the customer perceived mall values in an Indian context. To accomplish the objectives, samples were taken from malls located in central India. A total of 257 samples were utilised to conclude the results. As the factor analysis remains a dyn

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Ncube, Nqobani, More Chinakidzwa, and Tawanda Mushayavanhu. "Chatbot task-technology fit and conversational intelligence on customer service encounter satisfaction in the Zimbabwean banking sector." Journal of Research and Innovation for Sustainable Society 7, no. 1 (2025): 41–66. https://doi.org/10.33727/jriss.2025.1.5:41-66.

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The study explores the interactions among chatbot tasks, technology, and conversational intelligence, and their effect on customer service encounter satisfaction to improve customer gratification in the Zimbabwean banking sector. The aim of the research study is to determine the influence of chatbot task-technology on conversational intelligence characteristics and customer service encounter satisfaction in the Zimbabwean banking sector. The empirical evidence was acquired using structured questionnaires from 365 bank employees and 500 bank customers in Zimbabwe, using a concurrent nested appr

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박미희, 유태순, and 정연. "The Structural Relations among Nail Artist's Expertise, Communicative Competence, Customer Trust, Procedure Value Gratification, and Customer Satisfaction." Journal of Korea Design Forum ll, no. 52 (2016): 87–100. http://dx.doi.org/10.21326/ksdt.2016..52.008.

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Nabilla, Zulfa, and Happy Prasetyawati. "The Influence of BTS as Tokopedia Brand Ambassador on Customer Loyalty." Journal of International Accounting, Taxation and Information Systems 1, no. 3 (2024): 201–15. https://doi.org/10.70865/jiatis.v1i3.64.

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In this modern era, the use of the internet seems to be human daily food. There is no day without opening the internet, starting from news, information, entertainment and even shopping can be accessed via the internet. Tokopedia is an e-commerce that is quite influential in Indonesia today, this cannot be separated from a marketing communication strategy which is a tool to influence others, provide information and spread the promotion in marketing activities so that success occurs within the company. Tokopedia made Bangtan Sonyeondan or BTS, commonly known as its brand ambassador, as a marketi

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Syaharani, Maulia, and Saifuddin Zuhri. "Hubungan Terpaan Kampanye #AwasModus pada Instagram @goodlifebca dengan Customer Trustodus pada Instagram @goodlifebca dengan Customer Trust." JIIP - Jurnal Ilmiah Ilmu Pendidikan 7, no. 9 (2024): 9927–32. http://dx.doi.org/10.54371/jiip.v7i9.5874.

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Penelitian ini bertujuan untuk mengetahui adanyan hubungan antara terpaan kampanye #AwasModus pada Instagram @goodlifebca dengan Customer Trust. Uses and Gratification adalah teori yang digunakan dalam penelitian ini. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan populasi dan sampel adalah nasabah BCA dan pengikut akun @goodlifebca dengan Teknik purposive sampling. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada sebanyak 100 orang menjadi responden. Kemudian, data yang terkumpul akan dianalisis menggunakan uji korelasi rank spearman dan juga uji t u

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Adriatico, Rhea L., Allen Mark A. Razalan, Chrizel Mae V. Pagbilao, Bonimar T. Afalla, and Leila M. Dela Cruz. "Service Quality and Customer Satisfaction in Dining Restaurants: Inputs for Tourism and Hospitality Curriculum Enhancement." Academic Journal of Interdisciplinary Studies 11, no. 3 (2022): 30. http://dx.doi.org/10.36941/ajis-2022-0065.

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In the foodservice industry, clients do not only judge the product standard, but also the service quality they receive during their restaurant experience. Therefore, when the importance of the dining experience is strongly regarded by consumers in terms of intellectual and motivational attributes, they are happier to suggest the establishment to others. This research was undertaken to evaluate the levels of service quality and clients’ satisfaction on the services offered by two leading fast-casual dining restaurants in the Province of Nueva Vizcaya, Philippines. As a correlation research, thi

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Norazizah, Siti, and Susi Evanita. "THE INFLUENCE OF TIKTOK’S USES AND GRATIFICATION DIMENSION ON PURCHASE INTENTION FOR SOMETHINC SKINCARE PRODUCTS IN INDONESIA THROUGH CUSTOMER ENGAGEMENT AS AN INTERVENING VARIABLE." Journal of Management : Small and Medium Enterprises (SMEs) 18, no. 1 (2025): 581–97. https://doi.org/10.35508/jom.v18i1.20615.

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This study aims to analyze the effect of TikTok's U&G dimension on purchase intention through customer engagement as the intervening variable. The research method used was a survey with a sample of 343 respondents. The data were statistically analyzed using SEM-PLS. The results showed that information seeking and social sharing are able to influence purchase intention directly or through customer engagement, while entertainment, exposure, and affection are not able to influence purchase intention directly but can influence it through customer engagement. These findings indicate that custom

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Yuwono, Rio, and Shahryar Sorooshian. "Ergonomic Factors." Journal of Management and Science 1, no. 4 (2013): 523–25. http://dx.doi.org/10.26524/jms.2013.73.

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Ergonomic factors are the factors that are really important to be the performance basis. With a facility that meets the ergonomic standard workers and consumers will get gratification. Where to workers would settle workplace comfort and facilities to support the performance. The purpose of this study is to identify and analyze the available literature; to how learn ergonomic factors will influence the customer and employee satisfaction.

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Farooq, Sadia, Faiza Zubair, and Mohammad Arif Kamal. "Analysis of Interior Design of Restaurants with Reference to Ambience and Customer Gratification." Civil Engineering and Architecture 8, no. 5 (2020): 1019–27. http://dx.doi.org/10.13189/cea.2020.080528.

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Rozi, Romdhi Fatkhur. "Kajian Uses and Gratification Pengguna Media Sosial Untuk Mendukung Performa Penjualan Film Melalui Opini Pra-Konsumsi." ROLLING 6, no. 2 (2023): 164. http://dx.doi.org/10.19184/rolling.v6i2.43858.

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The widespread use of social media has also affected the business aspects of creative industries such as film production and marketing. This happens because social media is used as an open public discussion space and brings together social media users with customers and potential customers of creative industry businesses. The film industry is a field that requires special strategies in the promotion process due to its dynamic nature and its competitive scheme that changes every week. This makes pre-consumption opinions made by social media users important as it can affect the sales performance

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Sunday Adewale Olaleye, Jari Salo, Ismaila Temitayo Sanusi, and Adekunle O. Okunoye. "Retailing Mobile App Usefulness." International Journal of E-Services and Mobile Applications 10, no. 4 (2018): 1–17. http://dx.doi.org/10.4018/ijesma.2018100101.

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Despite the huge leap of mobile apps, there are limited empirical studies that focus on the relationship between customer perception of performance expectation, trust, tension free and mobile apps usefulness. This study integrates and extends the unified theory of acceptance and use of technology (UTAUT) with trust and gratification theories to explain mobile app usefulness to retailing customers. Quantitative methodology and variance structural equation modelling forms the data analysis technique for this study. The primary objective of this article is to examine the mobile app usefulness in

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Ghorbani, Amir, Hossein Mousazadeh, Farahnaz Akbarzadeh Almani, et al. "Reconceptualizing Customer Perceived Value in Hotel Management in Turbulent Times: A Case Study of Isfahan Metropolis Five-Star Hotels during the COVID-19 Pandemic." Sustainability 15, no. 8 (2023): 7022. http://dx.doi.org/10.3390/su15087022.

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The COVID-19 pandemic has significantly impacted the tourism and hospitality industry. This study aims to reconceptualize the concept of customer perceived value (CPV) in Isfahan’s five-star hotels during the pandemic using the grounded theory (GT) approach in the context of qualitative research. The objective of this study is to explore the key dimensions of CPV and identify the main strategies that enhance the value perceived by hotel customers. Data were collected with interviews with 30 experts in the hotel and hospitality industry, and MAXQDA software was used to analyze the data. The dom

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Yadav, Rohit, and Tripti Mahara. "Interactions and Participation on Social Commerce Websites: Exploratory Study." Global Business Review 21, no. 4 (2018): 1127–52. http://dx.doi.org/10.1177/0972150918779270.

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An increasing number of organizations are adopting social commerce (SC) to engage and occupy customers in product development, sales and support activities. Therefore, it is imperative for retailers and marketers to know customers’ adoption behaviour towards SC websites and the benefits they gain through voluntary contribution of information on these websites. The study attempts to identify customer participation through development of a conceptual framework based on the uses and gratification (UG) approach. The importance of non-altruistic motives, that is, benefits shape member’s participati

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Silaban, Pantas H., Wen-Kuo Chen, Tongam Sihol Nababan, Ixora Javanisa Eunike, and Andri Dayarana K. Silalahi. "How Travel Vlogs on YouTube Influence Consumer Behavior: A Use and Gratification Perspective and Customer Engagement." Human Behavior and Emerging Technologies 2022 (June 20, 2022): 1–16. http://dx.doi.org/10.1155/2022/4432977.

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YouTube is one of the emerging technologies that impact consumer behavior. In the tourism sector, travel video blogs (travel vlogs) have become increasingly popular since they are highly influential in influencing travel behavior. Similarly, YouTube travel vlogs are highly engaging and provide consumers with destination experiences. This study determines how consumer behavior expressed through emerging technologies, such as travel vlogs on YouTube, can influence travel intention and electronic-Word of Mouth (e-WOM) behavior. By incorporating the use and gratification (U&G) perspective, thi

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Prasetyaningtyas, Sekar Wulan, Eka Putera Komajaya, and Theresia Soesilo. "Does Social Media Content Affect Purchase Intention in Indonesia's Apparel Industry?" Jurnal Pendidikan Ekonomi Dan Bisnis (JPEB) 10, no. 2 (2022): 137–49. http://dx.doi.org/10.21009/jpeb.010.2.4.

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Changes in people's behavior are impacting the increase of social media users, especially Instagram. As a visual-based social media, Instagram provides several opportunities for business owners to reach and build relationships with their target consumers through social media content. This study aims to determine the effectiveness of content shown on social media Instagram to customer engagement and purchase intention in the apparel industry in Indonesia's Jabodetabek area. This study uses a Uses and Gratification Theory (UGT) approach to explain people's motivation in using social media. The d

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Intan, Dyah Noor, and Elvira Dewi Andini. "The Effect of Shopee E-Commerce on Customer Satisfaction for Students of SMA Negeri 01 Class XI North Bengkulu." Journal of Social Science and Humanities 2, no. 1 (2023): 15–24. https://doi.org/10.58222/jossh.v2i1.172.

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E-Commerce Shopee as an online shopping media platform that has offers that attract customers' attention. For that matter, one of them can be done through the media used to meet needs with Uses and Gratification Theory. The purpose of this study was to see the effect of Shopee E-Commerce on customer satisfaction among high school students. This research is a quantitative research presenting data in the form of descriptions by using information in the form of statistical numbers. With the technique of following data through primary data (questionnaire / questionnaire, observation) and secondary

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Rahmawati, Rahmawati. "Profiling Shopping Mall Costumer Based on Demographics and Shopping Motivation." J-MKLI (Jurnal Manajemen dan Kearifan Lokal Indonesia) 3, no. 2 (2019): 74. http://dx.doi.org/10.26805/jmkli.v3i2.64.

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Nowadays malls play a major role in consumer’s lifestyle. This research aims to (1) Identify the segments from shopping mall customer (2) Describe the profiles of shopping mall segments formed (3) Explain the differences each characteristics between segments are formed. This research is using confirmatory factor analysis and cluster analysis. This study revealed six factor shopping motivation such that gratification seeking, social shopping, value shopping, brand loyalty, utilitarian, and hedonic shopping. The result suggests that there istwo shopper segment, hedonic shopper and utilitarian sh

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Wang, Hsing-Wen, Yen-Chun Wu, and Tse-Ping Dong. "Exploring the Impacts of Social Networking on Brand Image and Purchase Intention in Cyberspace." JUCS - Journal of Universal Computer Science 21, no. (11) (2015): 1425–38. https://doi.org/10.3217/jucs-021-11-1425.

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Social networking websites have become increasingly popular, and have also become the main media not only to connect lives socially, but also to affect brand image and consumers' purchase intention. The purpose of this paper is to incorporate the Facebook fan page and e-journal provide over the Internet (cloud e-journal) with the uses and gratification theory to test the impact on brand image and purchase intention through the use of cloud learning. We used cloud learning material from the Ivy League in Taiwan in our case study. This paper also applied structural equation modeling to analyze t

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Nirmala, Kumari, and K. Suresh Kumar P. "Customer Satisfaction of Pharmacy Services of Tertiary Care Hospital: A Review." International Journal of Health Sciences and Pharmacy (IJHSP) 7, no. 1 (2023): 128–48. https://doi.org/10.5281/zenodo.8104448.

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<strong>Purpose: </strong><em>One of the key elements in ensuring the global standard of healthcare is customer satisfaction. Hospitals take customer happiness very seriously and often update their services based on their patients' satisfaction. Hospitals are one setting where pharmacy services are particularly vital since they significantly impact the general standard of treatment. A pharmacy department can provide a wide range of services, including dispensing and distributing medications, compounding, instruction use review, adverse drug reaction monitoring, and providing evidence on dr

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SATHYADEVI, R., and R. ASWINI. "Perceptions And Attitudes Towards Luxury Brand Products." GIS Business 14, no. 5 (2019): 45–53. http://dx.doi.org/10.26643/gis.v14i5.8780.

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As consumers satisfy their feelings of pleasure and gratification through the luxury goods, the available luxury products will also continue to enhance its charm for consumers. The rich have no more a monopoly on the luxury goods. One of the most important factors leading to the actual growth of the luxury market is the introduction of luxury goods to the middle and upper-middle class. The present study attempted to analysis the knowledge, affection and behavior related discernment of the consumers on the luxury products. For obtaining the objectives, the study adopted questionnaire to collect

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Karunanayake, Thilina, and Chapa Madubashini. "The Influence of User Generated Content on Purchase Intention of Automobiles in Sri Lanka." Asian Social Science 15, no. 6 (2019): 44. http://dx.doi.org/10.5539/ass.v15n6p44.

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The purpose of this study to identify the influence of user generated content on purchase intention of automobiles in Sri Lanka. The said study is based on the theory of Uses and Gratification and supportive findings. This study has been addressed the survey type research method and structured questionnaire was used to collect data and utilize sample frame of automobile followers on Facebook. Measuring the influence of user generated content on purchase intention through developed hypotheses. Researchers have used analysis technique of descriptive analysis, regression, and frequency test where

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Deepali, Bhardwaj, and Purohit Harsh. "Study of Social Media Adoption as a Leverage to Marketing Strategies by Organizations in India." International Journal of Novel Research in Marketing Management and Economics 9, no. 3 (2022): 1–19. https://doi.org/10.5281/zenodo.7082623.

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<strong>Abstract:</strong> Social media can emerge as a powerful tool if strategically leveraged. This quantitative study explores the factors leading to the strategic adoption of social media and the leverage it provides to the marketing strategies of the organization. The study adopted a survey questionnaire approach to collect 342 responses from the top and mid-level managers who are decision-makers or use social media for marketing in organizations in India. The data was analyzed using Structural Equation Modelling in AMOS 23. This research discusses the influence of top management, social

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Pal, Sonia. "Impulse Buying in the Digital Age - The Influence of Personalized Ads, Recommendations, and Instant Purchasing Options." Integrated Journal for Research in Arts and Humanities 5, no. 2 (2025): 24–33. https://doi.org/10.55544/ijrah.5.2.5.

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Impulsive purchase, or autonomous consuming, has long piqued the curiosity of consumer experts. However, with technological advancements, the situation has deteriorated. Integrating e-commerce with AI, big data, and personalised marketing strategies has intensified impulsive purchasing behavior among customers. Online targeted advertising, AI-driven product suggestions, and a streamlined purchasing procedure profoundly impact consumer decision-making by fostering instances of self-indulgent spending. This study examines impulsive purchase behaviour's psychological and technical dimensions, emp

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Yandri Doni and Rahima Br Purba. "Fraud Prevention Strategy at PT. PLN (Persero) Lhokseumawe Customer Service Unit." Formosa Journal of Social Sciences (FJSS) 3, no. 2 (2024): 467–82. http://dx.doi.org/10.55927/fjss.v3i2.10721.

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This research describes the implementation of fraud prevention strategies through internal control at PT. PLN (Persero) Lhokseumawe Customer Service Implementation Unit, with a focus on anti-bribery management system programs. The methods used include Gap Analysis to measure readiness to implement an anti-bribery management system as well as SWOT analysis combined with Strategic Factor Analysis to formulate implementation strategies in the short, medium and long term. The research results show that although PT. PLN (Persero) Lhokseumawe Customer Service Implementation Unit is ready to implemen

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Bahadur Lama, Padam, Hari Prasad Ojha, and Jayram Basnet. "Crafting Seamless Experiences: Enhancing Client Gratification in E-Retailing Banking Services." Financial Markets, Institutions and Risks 9, no. 1 (2025): 99–109. https://doi.org/10.61093/fmir.9(1).99-109.2025.

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Customer satisfaction is a crucial determinant of the success of banking services, particularly in an age of advancing digital offerings amongst competitive financial marketplaces. Several empirical findings have been obtained to discover the factors that influence the level of consumer satisfaction resulting from the use of virtual banking services in a global context. Nevertheless, the collective assessment of the influence of technology-based financial services has not been examined in emerging markets, particularly in Nepal, which is a representation of the research gap. Thus, this researc

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El-Adly, Mohammed Ismail, and Amjad Abu ELSamen. "Guest-based hotel equity: scale development and validation." Journal of Product & Brand Management 27, no. 6 (2018): 615–33. http://dx.doi.org/10.1108/jpbm-09-2017-1570.

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PurposeThis paper aims to measure customer-based brand equity in the context of hotels, and to develop and empirically validate a new scale, named guest-based hotel equity (GBHE), by incorporating the customer perceived value of hotels as a multidimensional construct in addition to its traditional dimensions (i.e. brand awareness and brand image).Design/methodology/approachA structured and self-administered survey was used, targeting 348 hotel guests who were surveyed about their experience with the last hotel they had stayed in during the previous year. Exploratory and confirmatory factor ana

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Hoo, Wong Chee, Suriana Ramli, Ng Chee Pung, Mamoon Allan, and Syed Far Abid Hossain. "The relationship of social media celebrities’ attributes and online consumer behaviour towards Malaysian purchase intention." Humanities and Social Sciences Letters 12, no. 2 (2024): 204–17. http://dx.doi.org/10.18488/73.v12i2.3663.

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The goal of this study is to investigate the impact that online celebrities had and still have on Malaysian customers' intents and purchasing behaviours. The use and gratification theory, the source credibility model and the source attractiveness model are the three theoretical frameworks that form the foundation of this study. These models provide the foundation for this research. 384 respondents who are older than 18 and use social media provided answers to the questionnaire which takes the form of an online survey. SPSS software (Statistical Package for the Social Sciences) was used for the

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