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Journal articles on the topic 'Customer usage behaviour'

Author: Grafiati

Published: 7 June 2025

Last updated: 17 July 2025

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1

Chen, Qianling, Min Zhang, and Xiande Zhao. "Analysing customer behaviour in mobile app usage." Industrial Management & Data Systems 117, no. 2 (2017): 425–38. http://dx.doi.org/10.1108/imds-04-2016-0141.

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Purpose Big data produced by mobile apps contains valuable knowledge about customers and markets and have been viewed as productive resources. The purpose of this paper is to propose a multiple methods approach to elicit intelligence and value from big data by analysing the customer behaviour in mobile app usage. Design/methodology/approach The big data analytical approach is developed using three data mining techniques: RFM(recency, frequency, monetary) analysis, link analysis, and association rule learning. The authors then conduct a case study to apply this approach to analyse the transacti

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Sharma, Sonia, and Munishwar Rai. "Customer Behaviour Analysis using Web Usage Mining." International Journal of Scientific Research in Computer Science and Engineering 5, no. 6 (2017): 47–50. http://dx.doi.org/10.26438/ijsrcse/v5i6.4750.

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John, Mamman Ojima, Onoja Emmanuel Oche, Audu Elizabeth, and Usman Ramalan Baba. "Analysis of customer behaviour using web usage mining." International Journal of Engineering in Computer Science 3, no. 1 (2021): 08–11. http://dx.doi.org/10.33545/26633582.2021.v3.i1a.40.

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Kinogo, Ismail, Dev Jani, and John R. P. Mwakyusa. "Customer delight and switching behaviour in Tanzanian online banking: the mediating role of switching intentions." African Business Management Journal 2, no. 2 (2024): 43–55. http://dx.doi.org/10.58548/2024abmj22.4355.

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This study aimed to investigate the contribution of customer delight to customer switching behaviour and the mediating role of switching intentions in this relationship within the context of online banking services. An explanatory research design was employed, utilising survey data from 391 qualified online banking customers in Tanzania. Self-administered questionnaires were used, with respondents selected through a convenience sampling method. Data were analysed using partial least squares structural equation modelling in Smart-PLS version 4.0, with a 95% bias-corrected confidence interval bo

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Ghnemat, Rawan, and Edward Jaser. "Toward Mobile Telecommunication Recommendation System through Intelligent Customers Categorization." INTERNATIONAL JOURNAL OF COMPUTERS & TECHNOLOGY 12, no. 7 (2014): 3651–58. http://dx.doi.org/10.24297/ijct.v12i7.3099.

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Now a day, usage of mobile devices is becoming indispensable. This is evident with current mobile penetration rates reaching 100% and even more in some countries. Customers across the world are enjoying competitive prices due to high competition among telecommunication companies. As a result of this, it is mandatory for mobile companies to provide high quality services to their customers to retain them. One aspect which will maximize customersâ€™ trust and lead to high retention rate is to offer them a suitable plan that matches their usage.Â Mobile customer usage categorization is therefore a

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Turkmen, Ahmet, Cenk Anil Bahcevan, Youssef Alkhanafseh, and Esra Karabiyik. "User behaviour analysis and churn prediction in ISP." New Trends and Issues Proceedings on Advances in Pure and Applied Sciences, no. 12 (April 30, 2020): 57–67. http://dx.doi.org/10.18844/gjpaas.v0i12.4987.

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There is no doubt that customer retention is vital for the service sector as companies’ revenue is significantly based on their customers’ financial returns. The prediction of customers who are at the risk of leaving a company’s services is not possible without using their connection details, support tickets and network traffic usage data. This paper demonstrates the importance of data mining and its outcome in the telecommunication area. The data in this paper are collected from different sources like Net Flow logs, call records and DNS query logs. These different types of data are aggregated

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Bhattarai, Bal Ram, Santosh Kumar Gurung, and Manisha Maraseni. "Determinants of Customer Satisfaction with ATM Services: Evidence from Customers of Commercial Banks in Pokhara, Nepal." Journal of Business and Management 8, no. 2 (2024): 1–14. https://doi.org/10.3126/jbm.v8i2.76123.

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Background: The banking industry has witnessed the rise of various service delivery channels, including automated tellermachines (ATMs). As global financial systems evolve and competition intensifies, there has been an increasing focus on examining customer satisfaction. Objectives: This study examined the determinants of customer satisfaction with ATM services among customersof commercial banks in Pokhara, Nepal. Methods: This study adopted a descriptive cross-sectional design to investigate the determinants of customer satisfaction with ATM services among commercial bank customers in Pokhara

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Quach, Thu Nguyen, Charles Jebarajakirthy, and Park Thaichon. "The effects of service quality on internet service provider customers’ behaviour." Asia Pacific Journal of Marketing and Logistics 28, no. 3 (2016): 435–63. http://dx.doi.org/10.1108/apjml-03-2015-0039.

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Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the influence of ISP customers’ usage patterns on their perceptions of ISP’s service quality dimensions. Design/methodology/approach – The study employs a sequential exploratory mixed method design incorporating quantitative and qualitative elements. Data in Study 1 was obtained from 2,059 internet users using an

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Matini, Abed, Stanley Lekata, and Boniface Kabaso. "The Effects of Stress and Chatbot Services Usage on Customer Intention for Purchase on E-commerce Sites." International Journal on Data Science and Technology 10, no. 1 (2024): 1–10. http://dx.doi.org/10.11648/j.ijdst.20241001.11.

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In the rapidly evolving digital marketplace, customer service has become a critical factor influencing consumer behaviour. With the advent of Artificial Intelligence (AI), particularly chatbots, customer service companies are increasingly leveraging technology to enhance user experience. This study explores the relationship between customer emotions, detected during interactions with e-commerce chatbots, and their subsequent purchase intentions. Emotion detection within Human-Computer Interaction (HCI) is a vital area of research, as specific emotions, such as joy or frustration, can significa

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Azemi, Yllka, Wilson Ozuem, and Geoff Lancaster. "Service failure and recovery strategies in the Balkans: an exploratory study." Qualitative Market Research: An International Journal 22, no. 3 (2019): 472–96. http://dx.doi.org/10.1108/qmr-11-2017-0153.

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Purpose Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue. Design/methodology/approach Social constructivism was the epistemic choice for this study. This approach is holistic and offers a comprehensive understanding of each side of the phenomena. This provided social scientific descriptions of people and their cultural bases and built on, and articulated what was implicit in interpretations of their views. Findings Online banking custom

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Pham, Tien Manh, Minh Chau Vuong, and Thanh Loan Tran. "The Impact of Artificial Intelligence Applications on Customers Behaviour: Empirical Research on Listed Banks In Vietnam." Journal of Economics, Finance And Management Studies 08, no. 06 (2025): 3532–49. https://doi.org/10.5281/zenodo.15592099.

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In the context of Vietnam’s commercial banks striving to meet evolving customer expectations amid rapid digital transformation, AI applications emerge as a pivotal strategy to enhance user engagement. Despite growing research on technology adoption, the application of AI in Vietnam’s banking sector remains underexplored. This study investigates the impact of AI application factors on customers’ usage behavior, while examining mediating variables in this relationship. It also explores demographic influences, such as gender, income, and education, on usage behavior. Using the T

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Kamboj, Shampy, Manika Sharma, and Bijoylaxmi Sarmah. "Impact of mobile banking failure on bank customers' usage behaviour: the mediating role of user satisfaction." International Journal of Bank Marketing 40, no. 1 (2021): 128–53. http://dx.doi.org/10.1108/ijbm-10-2020-0534.

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PurposeThis study seeks to observe the association between mobile banking failures, use of m-banking and customer engagement to determine the contribution of user satisfaction towards m-banking as mediator between the aforementioned relationship.Design/methodology/approachThis study proposes a Mobile Banking Failure Model (MBFM) by integrating four failure dimensions (functional, system, information and service) based on Tan's failure model and DeLone and Mclean's Information Success model. In this paper, data was gathered from 338 respondents, who were the customers of banks and regular users

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Kim, Juyoung, and Myung Suk Kim. "Analysis of automobile repeat-purchase behaviour on CRM." Industrial Management & Data Systems 114, no. 7 (2014): 994–1006. http://dx.doi.org/10.1108/imds-01-2014-0031.

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Purpose – The purpose of this paper is to suggest a method of selecting efficient customer service programmes and of providing relevant customer information to dealers, based on the analysis of repeat-purchase behaviour data in the automobile industry. Design/methodology/approach – A recurrent event model is proposed and employed to determine which variables affect repurchasing behaviour in consumers' repurchase cycles. Unlike the conventional recurrent event model, the proposed model uses common variables for all strata, as well as stratum-specific variables. Findings – Empirical results show

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Huseynli, Nigar, Gözde Kandemir, and Bahman Huseynli. "Analysis of consumer behaviour variables influencing the adoption of mobile banking." Upravlenets 14, no. 1 (2023): 60–73. http://dx.doi.org/10.29141/2218-5003-2023-14-1-5.

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Mobile technology advances have created additional opportunities for the banking sector and benefits for consumers. The paper examines the relationship between customer experience and satisfaction, usage intention and brand loyalty in the context of mobile banking. In particular, customer experience covers three aspects, namely enjoyment, personalization, and practicality of mobile applications. The methodological basis includes the theoretical principles of marketing and service management, as well as planned behavior theory and the technology acceptance model. The research methods of factor,

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Eslami, Elaheh, Nazila Razi, Mahshid Lonbani, and Javad Rezazadeh. "Unveiling IoT Customer Behaviour: Segmentation and Insights for Enhanced IoT-CRM Strategies: A Real Case Study." Sensors 24, no. 4 (2024): 1050. http://dx.doi.org/10.3390/s24041050.

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In today’s competitive landscape, achieving customer-centricity is paramount for the sustainable growth and success of organisations. This research is dedicated to understanding customer preferences in the context of the Internet of things (IoT) and employs a two-part modeling approach tailored to this digital era. In the first phase, we leverage the power of the self-organizing map (SOM) algorithm to segment IoT customers based on their connected device usage patterns. This segmentation approach reveals three distinct customer clusters, with the second cluster demonstrating the highest propen

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Dr. Namrata Gupta, Mr. Natvar Patel, and Shri Parvin Ami. "Enhancing Telecom Customer Retention through Data Mining-Based Churn Prediction." International Journal of Scientific Research in Science and Technology 11, no. 5 (2024): 566–72. https://doi.org/10.32628/ijsrst24122223.

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Customer retention remains a significant challenge for telecom service providers, with churn rates directly impacting revenue and customer acquisition costs. Traditional machine learning approaches have been widely used for churn prediction, but data mining techniques offer alternative insights by uncovering hidden patterns in customer behavior. This study explores clustering, association rule mining, and anomaly detection as key data mining approaches for churn prediction. Unlike previous studies that rely on supervised learning models, this research leverages unsupervised and rule-based tech

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Rahmadhan, Radit, and Meditya Wasesa. "Segmentation using Customers Lifetime Value: Hybrid K-means Clustering and Analytic Hierarchy Process." Journal of Information Systems Engineering and Business Intelligence 8, no. 2 (2022): 130–41. http://dx.doi.org/10.20473/jisebi.8.2.130-141.

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Background: Understanding customers’ electricity consumption patterns is essential for developing predictive analytics, which is needed for effective supply and demand management. Objective: This study aims to understand customers’ segmentation and consumption behaviour using a hybrid approach combining the K-Means clustering, customer lifetime value concept, and analytic hierarchy process. Methods: This study uses more than 16 million records of customers’ electricity consumption data from January 2019 to December 2020. The K-Means clustering identifies the initial market segments. The result

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Bhalala, Tanvi. "IMPACT OF ADVERTISEMENT ON CUSTOMER BUYING BEHAVIOUR OF FMCG PRODUCTS IN SURAT CITY." ICTACT Journal on Management Studies 9, no. 3 (2023): 1790–95. https://doi.org/10.21917/ijms.2023.0271.

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This paper aims to evaluate the impact of advertisement on customer buying behaviour of FMCG product in Surat city. A questionnaire was prepared to assess the impact of advertisements on FMCG with selected products, with the sample of 110, the sample data has been collected from Surat city. Data analysis was tested frequency analysis, cross tabulation and chi-square test by using SPSS 22.0 Version. Based on the analysis of data collected from respondents, it can be concluded that Internet and Television are most preferred media while Music and melody is most preferred advertisement appeal cons

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Alsiehemy, Ali. "An Assessment of Customer Retention with Self-Service Technologies: A Model Development." Business Management and Strategy 10, no. 1 (2019): 78. http://dx.doi.org/10.5296/bms.v10i1.14686.

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This paper reviews the literature relating to self service technologies (SST) with the purpose of building an accurate and clear picture of the most important aspects associated with this technology. It also reviews the literature on customer retention using SST. By examining studies of SST, it can be seen that many have examined SST from different perspectives (customers vs. organisations) in different contexts (banks, libraries, airlines, hotels and retailers) and in different cultures and countries (developed, developing). Thus, this chapter, after providing an overview of SST, discusses th

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Ayo, Charles k., Aderonke Atinuke Oni, Oyerinde J. Adewoye, and Ibukun O. Eweoya. "E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction." International Journal of Bank Marketing 34, no. 3 (2016): 347–67. http://dx.doi.org/10.1108/ijbm-12-2014-0175.

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Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using

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Mthembu, Zoleka, and Seugnet Bronkhorst. "Effect of value-added services on transactional behaviour." Business and Management Review 11, no. 02 (2020): 149–60. http://dx.doi.org/10.24052/bmr/v11nu02/art-18.

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Traditional banking methods evolved and include services as a method of differentiation, reducing operating costs, and providing additional benefits to the customer. Banks re-invented themselves and provide innovative solutions to remain competitive. This research explores whether using value added services contributed to changes in transactional banking behaviour and was done in one of the largest banks in South Africa over a period of four months. Two banking products in the youth customer segment were selected. The control group received one treatment at the beginning of the four-month peri

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Nayak Kini, Archana, and Savitha Basri. "An empirical examination of customer advocacy influenced by engagement behaviour and predispositions of FinTech customers in India." F1000Research 11 (May 23, 2022): 27. http://dx.doi.org/10.12688/f1000research.74928.2.

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Background: The extensive adoption and usage of emerging technologies furthered by the global coronavirus disease 2019 (COVID-19) pandemic, has reduced direct face to face communications. New FinTech (financial technology) apps and technologies are flooding the Indian digital payments market and competitors are striving hard to attract and retain their customers. Especially when customer engagement behaviours (CEBs) are digital in nature, it is essential to gauge the intrinsically driven customer motivations which drive a positive CEB. The objective of this paper was to empirically test the in

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Nayak Kini, Archana, and Savitha Basri. "An empirical examination of customer advocacy influenced by engagement behaviour and predispositions of FinTech customers in India." F1000Research 11 (January 11, 2022): 27. http://dx.doi.org/10.12688/f1000research.74928.1.

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Background: The extensive adoption and usage of emerging technologies furthered by the global coronavirus disease 2019 (COVID-19) pandemic, has reduced direct face to face communications. New FinTech (financial technology) apps and technologies are flooding the Indian digital payments market and competitors are striving hard to attract and retain their customers. Especially when customer engagement behaviours (CEBs) are digital in nature, it is essential to gauge the intrinsically driven customer motivations which drive a positive CEB. The objective of this paper was to empirically test the in

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Gautam, Srivastava. "Buying behaviour of consumers towards Green Products." RESEARCH REVIEW International Journal of Multidisciplinary 4, no. 1 (2019): 477–81. https://doi.org/10.5281/zenodo.2548810.

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This paper deals with studying the behaviour and purchase preference of consumers towards green products. People are aware about the benefits of using green products but still the usage is low as compared to non-green products which are harmful for both the user and the environment. The consumer buying behaviour for green products arises by the need and preference of the customer. Apart from this the value and attributes of the green products is an important factor for determining the usage percentage of the green products. Moreover the major player in determining the buying behaviour of the c

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Sanda, Mohammed-Aminu. "Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge." Journal of Economics and Behavioral Studies 3, no. 1 (2011): 13–21. http://dx.doi.org/10.22610/jebs.v3i1.251.

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This study explored the issue of whether the use of the Automated Teller Machines (ATM) as a service delivery tool in the banking industry of many developing countries has achieved its intended objective of increasing the effectiveness of customer service provision and reducing the workload of bank tellers. The purpose is to understand customersâ€™ behaviour towards the use of ATM as a banking service delivery tool, and the influence of such customer-usage behaviour on the banksâ€™ human resource capacity building, in terms of employee workload relief and performance. This is because most bank

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Shahabikargar, Maryam, Amin Beheshti, Wathiq Mansoor, et al. "ChurnKB: A Generative AI-Enriched Knowledge Base for Customer Churn Feature Engineering." Algorithms 18, no. 4 (2025): 238. https://doi.org/10.3390/a18040238.

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Customers are the cornerstone of business success across industries. Companies invest significant resources in acquiring new customers and, more importantly, retaining existing ones. However, customer churn remains a major challenge, leading to substantial financial losses. Addressing this issue requires a deep understanding of customers’ cognitive status and behaviours, as well as early signs of churn. Predictive and Machine Learning (ML)-based analysis, when trained with appropriate features indicative of customer behaviour and cognitive status, can be highly effective in mitigating churn. A

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Adiwiguna, Tegar Graha, Megawati Simanjuntak, and Kirbrandoko -. "The Influence Of Marketing Mix On Usage Decision Of Auto Clean Waterless Car Wash Services." Jurnal Studi Manajemen dan Bisnis 8, no. 2 (2021): 44–54. http://dx.doi.org/10.21107/jsmb.v8i2.12159.

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Increasing the number of vehicles makes a great business opportunity for car wash services. AutoClean Waterless is a company engaged in car wash services that utilise innovation by using special fluids so that it saves water. The problem faced by AutoClean in Bogor City is AutoClean’s sales have not been stable because there is still a decrease in transaction and termination of partners. Sample in this research were 185 respondents. Data were analysed using descriptive analysis and SEM LISREL. The result of this research shows that consumer use behaviour is influenced by weather, priority fact

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Jhamb, Deepika, Amit Mittal, and Pankaj Sharma. "THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY." Business: Theory and Practice 21, no. 1 (2020): 360–72. http://dx.doi.org/10.3846/btp.2020.11480.

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The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and custom

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Srivastava, R. K., Sindhu Singh, and Vivek Srivastava. "The Role of Trust and Technology Acceptance Model(TAM) on Customer Acceptance of Mobile Banking." International Journal of Asian Business and Information Management 4, no. 1 (2013): 31–43. http://dx.doi.org/10.4018/jabim.2013010104.

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This paper studies the need to integrate trust and Technology acceptance model (TAM) to understand the behaviour intention of the customer to use mobile banking. The present study focuses through literature review on trust related antecedents and technology related constructs and its influence on customer decision. It covers disposition to trust, institution-based trust, cognitive-base trust, security and privacy as five potential antecedents of trust. The study concludes that two technology attributes which are perceived ease of use and perceived usefulness to be beneficial for the usage of m

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Siwela, Bella, Patrick E. Ebewo, and Ephraim M. Faku. "Customer Acceptance of Self-Service Technology at Fast Service Restaurants in Tshwane." Journal of Management and Entrepreneurship Research 3, no. 1 (2022): 26–45. http://dx.doi.org/10.34001/jmer.2022.6.03.1-26.

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Objective: Technological advances have prompted many businesses to introduce self-service technology (SST) to improve customer waiting times and reduce operational costs. This study aims to determine the factors linked to the acceptance of self-service technology by customers at fast-service restaurants. Research Design & Methods: This research uses a quantitative method by surveying 172 customers who had visited self-service restaurants within the preceding six months. The Unified Theory of acceptance and use of technology (UTAUT) was used to determine the factors linked to the acceptance

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Ramya M, Bhavani Sri. "Factors Affecting Customers Lifetime Value of Fintech Services." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 008 (2024): 1–6. http://dx.doi.org/10.55041/ijsrem36996.

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Fintech is the thriving industry of present-day industrial world. Beginning from a small street vendor to precious gems dealers, majority of the transactions are accomplished through fintech services worldwide. Gone are the days where customer used to visit any shop or service with their wallets full of cash. The present-day mantra of any customer and the business world is “cashless”. The fintech revolution has ushered the customer into the era of cashless, be it withdrawal or deposit of cash. The fintech industry has strengthened its roots in India during the global crises 2008. The crises ha

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PRIYADARSHNI, SONALI. "A STUDY ON CONSUMER PREFERENCE TOWARDS ONLINE SHOPPING BEHAVIOUR AND SATISFACTION." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem32734.

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The rising number of Internet users in India bodes well for the future of online retail there. In order to keep their current online clients and attract new ones, e-marketers in India need to know what factors influence online behaviour and how these aspects relate to the different sorts of online buyers. The research project's overarching goal is to learn how Indian customers think about online shopping. According to this survey, information, perceived value, simplicity of use, perceived enjoyment, and security/privacy are the five most critical criteria that determine customers' attitudes of

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I A, Dr Ravi. "Recent Advances in Marketing - Usage of Emerging Technologies –A Way Forward." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 01 (2025): 1–9. https://doi.org/10.55041/ijsrem40859.

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The present marketing world is evidencing enormous transformation, triggered by advancements in usage of technology in the field of marketing. As the digital marketing emerge as key turning point in communicating and influencing the consumer behaviour, marketer must apply and use emerging technologies to create positive brand communications and to enhance better relationship with their target audiences. This article on advances in marketing and usage of emerging technologies in marketing will provide valuable insights into the latest trends and tools used in the field of marketing. With the he

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Chu, Wan-Yu, and Yu-Lung Wu. "The influence of moderating factors on consumer usage of OTT platforms." International Journal of Business Ecosystem & Strategy (2687-2293) 6, no. 5 (2024): 01–16. https://doi.org/10.36096/ijbes.v6i5.694.

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This study examines the relationship between technical readiness (TR) and the Unified Theory of Acceptance and Use of Technology (UTAUT) within the framework of Over-the-Top (OTT) media services, particularly Netflix. The study employs the UTAUT model and integrates the TR model's external factors of "optimism," "innovativeness," "inadaptability," and "insecurity" to examine their moderating influences on customer utilisation of Netflix. In 2024, 475 questionnaires were disseminated in this study, of which 453 were considered valid. The study revealed that customer trust in relationships signi

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Estrella-Ramón, Antonia, Manuel Sánchez-Pérez, Gilbert Swinnen, and Koen VanHoof. "A model to improve management of banking customers." Industrial Management & Data Systems 117, no. 2 (2017): 250–66. http://dx.doi.org/10.1108/imds-03-2016-0107.

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Purpose The purpose of this paper is to provide a customer lifetime value (CLV) model to carefully assess and classify banking customers using individual measures and covering customers’ relationships with a portfolio of products of the company. Design/methodology/approach The proposed model comprises two sub-models: (sub-model 1) modelling and prediction of CLV in a multiproduct context using Hierarchical Bayesian models as input to (sub-model 2) a value-based segmentation specially designed to manage customers and products using the latent class regression. The model is tested using real tra

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S.V., Divyasri. "SUCCESS AND FAILURE FACTORS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN ORGANIZATION-AN ANALYSIS." Shanlax International Journal of Arts, Science and Humanities 6, S2 (2019): 59–66. https://doi.org/10.5281/zenodo.2649994.

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<em>Relationship marketing is emerging as the core marketing activity for businesses operating in fiercely competitive environments. On average, businesses spend six times more to acquire customers than they do to keep them. Therefore, many firms are now paying more attention to their relationships with existing customers to retain them and increase their share of customer’s purchases. Worldwide service organizations have been pioneers in developing customer retention strategies. Banks have relationship managers for select customers, airlines have frequent flyer programs to reward loyal

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Vadapalani Campus, Ms Mythili R,. "Measuring the advertising value of personalised ads in smartphones based on consumer literacy and privacy concerns." European Economic Letters (EEL) 14, no. 1 (2024): 1840–48. http://dx.doi.org/10.52783/eel.v14i1.1290.

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Because of the widespread use of smartphones in everyday life and advances in data analysis technology, brands are increasingly focusing on advertising via smartphone while collecting customer data. Advertisements are made to reach customers through two types of data collection: the first is using customer online behaviour to show personalised ads, which is known as online behavioural advertising (OBA), and the second is hearing out customer media usage and providing personalised ads, which is known as synced advertising (SA). The question here is whether personalised ads are useful and projec

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Zaveri, Krish, Nevil Thacker, Suhani Patel, et al. "Exploring Age and Gender Influences on Consumer Behaviour in Online Food Delivery Services." Dinasti International Journal of Economics, Finance & Accounting 5, no. 6 (2025): 6316–28. https://doi.org/10.38035/dijefa.v5i6.4227.

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This study examines the demographics and behaviours of online food delivery service users in Ahmedabad, focusing on age and gender influences. Data from 99 respondents reveal a predominance of young male users, with significant findings indicating that age affects the frequency of service use and satisfaction with issue resolution. Conversely, gender shows no significant impact on usage patterns or customer experiences. The analysis highlights the importance of tailoring marketing strategies to target different age groups while emphasizing universal improvements in service quality. Future rese

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Brahmbhatt, Jinal, and Rajendra Raval. "FACTORS SHAPING CONSUMER BEHAVIOUR IN MOBILE BANKING ADOPTION AND USAGE WITH REFERENCE TO AHMEDABAD DISTRICT." International Journal of Management, Economics and Commerce 2, no. 1 (2025): 34–44. https://doi.org/10.62737/55jgjm25.

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This study examines the factors influencing the adoption and usage of mobile banking in Ahmedabad District, focusing on device preferences, banking type, and user convenience. The research aims to identify preferred devices for mobile banking and their impact on usage frequency, explore the relationship between bank type and the duration of association with mobile banking usage patterns, and evaluate the elements that encourage mobile banking adoption. Utilizing a descriptive research design, primary data was collected from 708 respondents through a structured Google Form questionnaire. Purpos

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Jadi, Rahul, Zaid Bepari, and Rekha Birje. "Assessment of Consumer Awareness on Food Labels and the Effect of the Level of Awareness of Purchasing Behaviour of Consumers in Belguam District." GBS Impact: Journal of Multi Disciplinary Research 8, no. 2 (2022): 70–78. http://dx.doi.org/10.58419/gbs.v8i2.822206.

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This study aims to validate food labelling and its impact on customer purchasing decisions. An investigation on consumer preferences, usage, perception, and knowledge of the information on food labels as well as consumer awareness prior to purchase was conducted. The research contributes to our understanding of the direct and indirect effects of food labelling on customer intention to buy or not buy the targeted food goods. A questionnaire was distributed to customers in order to gather primary data, and consumers were chosen using a stratified random sample approach. The results show that con

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Khan, Shahid Kalim, Najam Ul Hassan, and Wajid Ali. "THE DETERMINANTS OF CONSUMERS' ONLINE SHOPPING BEHAVIOUR: AN EMPIRICAL ASSESSMENT." MARCH 39, no. 01 (2023): 47–54. http://dx.doi.org/10.51380/gujr-39-01-05.

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The study focuses on the effect of four primary characteristics derived from the literature, including trust, product variety, convenience, and privacy, so as to identify how customer purchasing behavior reflects online shopping trends. The researcher used quantitative research approach to documents responses of respondents. Students attending Thal university & Sargodha university are mostly those engaged in business programme at respective institutions, such as the Department of Business Administration and Noon Business school was accessed to collect the data through questioner. The resea

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Bauerová, Radka, Halina Starzyczná, and Šárka Zapletalová. "WHO ARE ONLINE GROCERY SHOPPERS?" E+M Ekonomie a Management 26, no. 1 (2023): 186–205. http://dx.doi.org/10.15240/tul/001/2023-1-011.

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The acceleration of the digitalisation of grocery shopping is an important trend that shows that this way of sourcing groceries is increasingly accepted by customers. Uncovering, understanding, and describing the differences between online grocery shoppers is interesting from a scientific point of view and a practical one. Correctly targeting a specific customer segment increases the very effectiveness of marketing communication by spending the cost of communicating with those correctly targeted customers that are valuable to the company. Therefore, this paper explores the behaviour of custome

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Ali Husin, Nursyuhada Ain binti. "Determinants of Online Food Delivery (OFD) towards Customer Behaviour: A Systematic Review." RSF Conference Series: Business, Management and Social Sciences 1, no. 1 (2021): 36–43. http://dx.doi.org/10.31098/bmss.v1i1.252.

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Online food delivery (OFD) has become a trend worldwide. As it has emerged and revolved in the era of the gig economy, OFD is considered as a gig career where it has been popularized among urban cities and widely spread around the world. The demand of OFD has open opportunities for food aggregators in the industry to grasp whatever chances they had to open a medium to serve the consumers' needs which is food. The packed daily schedule and convenience of the OFD system led to consumers' motivation to utilize OFD as the answer to their hunger call. Therefore, scholars incorporate with the food a

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Aloysius, Njong Mom, Huboh Samuel Ringmu, Nkiendem Felix, and Virginie Takoutio Feudjio. "The Effect of Digital Banking on Consumer Behaviour and Marketing Strategies in Cameroon." International Journal of Research and Innovation in Social Science IX, no. II (2025): 395–407. https://doi.org/10.47772/ijriss.2025.9020033.

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The way that customers engage with financial institutions has changed as a result of Cameroon’s broad embrace of digital banking. Nevertheless, little research has been done on how digital banking affects Cameroonian consumers’ behaviour, despite its increasing popularity. By investigating how digital banking affects Cameroonian consumer behaviour and marketing tactics, this study seeks to close this knowledge gap. This study used a quantitative research approach to survey 200 Cameroonian consumers in order to collect information on their loyalty, satisfaction, adoption, and usage of digital b

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Naskar, Partha, Biki Digar, Samadrita Ghosh, and Pitu Kundu. "Determining Interconnecting Role of Social Media Marketing Strategies: A Young Population Study." International Journal of Marketing and Business Communication 14, no. 1 (2025): 15–30. https://doi.org/10.21863/ijmbc/2025.14.1.002.

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In the rapidly evolving digitalised era organisations and businesses are proactively adopting technological developments and innovative relationships in the marketing sphere. The literature of the study revolves around the key aspects of e-marketing strategies and customer loyalty, marketing influencers in social network, digital marketing and buyer’s behaviour of youth, social media campaign in customer buying pattern, social media network and viral marketing for reinventing effective marketing strategies in the marketing arena. The paper focuses to gauge the impact of social media marketing

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Jamal, Ahmad. "Retail Banking and Customer Behaviour: A Study of Self Concept, Satisfaction and Technology Usage." International Review of Retail, Distribution and Consumer Research 14, no. 3 (2004): 357–79. http://dx.doi.org/10.1080/09593960410001678381.

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Cho, James, Thi Huong Giang Vo, Khoa Huan Le, and Duy Binh Luong. "How to influence consumer behaviour: A perspective from E-commerce in Vietnam context." International Journal of Electronic Commerce Studies 14, no. 4 (2023): 1–14. http://dx.doi.org/10.7903/ijecs.2292.

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The aim of this study is to investigate the factors that influence the purchase intention of Vietnamese customers on the e-commerce platform. The study was conducted in Vietnam and a convenience-based sampling technique was used to collect 495 samples. Structural equation modelling (SEM) was employed to evaluate the relationships using AMOS. The results indicated that user interface quality, perceived privacy, information quality, perceived security, and consumer trust have a positive and significant impact on purchase intention. This study validates and reinforces the importance of purchase i

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Ng, Alex Hou Hong, Walton Wider, Ree Chan Ho, Chee Hoo Wong, Kwang Sing Ngui, and Jonna Karla Bien. "The impact of credibility of streamers on the acceptance of live streaming commerce: An extended UTAUT model." Asian Development Policy Review 12, no. 2 (2024): 125–37. http://dx.doi.org/10.55493/5008.v12i2.5032.

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This study aims to explore how innovation adoption, based on the Unified Theory of Acceptance and Use of Technology (UTAUT), influences online shopping through live streaming platforms. It focuses on understanding the factors that drive customer acceptance and usage behavior in the context of live streaming commerce. The research employed a quantitative methodology, utilizing a survey instrument to collect data. The participants comprised 237 online customers in Malaysia who were familiar with live streaming as a shopping medium. The SmartPLS software, which is a tool for structural equation m

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Mat, Khalid Amin, Siti Rapidah Omar Ali, Nur Shafini Mohd Said, Nasiha Abdullah, and Muhammad Hafiz Husain. "The Usage of Social Media: Visibility Elements and Business Growth Among Entrepreneurs’ Society in Terengganu." Jurnal Intelek 16, no. 2 (2021): 184–93. http://dx.doi.org/10.24191/ji.v16i2.430.

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The aim of the study is to analyse the relationship between visibility elements using social media that contribute most to business growth among Entrepreneurs Society in Terengganu. A questionnaire consisting of seven sections (A-G) was distributed to collect the needed information: Section A, the respondents’ demographic background; Section B, the construction of business page; section C, the establishment of community; section D, content information management; section E, analysing customer behaviour is studied; section F, market optimization opportunities; and section G, business growth. Th

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Venkatesh, K. S. Balaji. "Consumer Awareness and Perceived Risk of E-Banking Services: An Examination of Adoption and Usage Behaviour." Journal of Development Economics and Management Research Studies 10, no. 16 (2023): 154–61. http://dx.doi.org/10.53422/jdms.2023.101621.

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This study looks into how well-informed consumers are about e-banking services and how much risk they feel comes with using them. The findings imply that although most customers are aware of e-banking services, their comprehension of the hazards involved is generally lacking. Security worries, like the possibility of fraud and identity theft, are primarily responsible for the perceived danger. The study also found that clients who are more aware of e-banking services tended to view risk as being lower. These findings have significant ramifications for banks and policymakers in terms of upgradi

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