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Journal articles on the topic 'Customers motivating factor'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Chen, Aihui, Yaobin Lu, Sumeet Gupta, and Qi Xiaolin. "Can Customer Satisfaction and Dissatisfaction Coexist? An Issue of Telecommunication Service in China." Journal of Information Technology 29, no. 3 (2014): 237–52. http://dx.doi.org/10.1057/jit.2013.26.

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Although the telecommunication industry in China is growing at a fast pace, and firms are making strong efforts to provide customers with various services, customer switching continues to be high. Satisfaction has been considered as one of the most important antecedent of customer loyalty. However, little attention has been paid to dissatisfaction, a qualitatively different construct from satisfaction, which also influences loyalty. Relying on the two-factor and three-factor theory, this research proposes a theoretical framework to demonstrate the coexistence of customer satisfaction and dissa

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Parker, Christopher J., and Huchen Wang. "Examining hedonic and utilitarian motivations for m-commerce fashion retail app engagement." Journal of Fashion Marketing and Management: An International Journal 20, no. 4 (2016): 487–506. http://dx.doi.org/10.1108/jfmm-02-2016-0015.

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Purpose The purpose of this paper is to explore the motivations of consumers engage with fashion retail applications (apps) from a consumer motivation perspective to inform the design for fashion retail apps. This is an area with increasing economic significance, yet of limited academic research to date. Design/methodology/approach Through 18 in-depth qualitative interviews, utilitarian stimuli was identified as primary motivating factor to attract customers to shop for fashion garments through m-commerce retail apps. Findings Results from thematic analysis identified that the utilitarian elem

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Listiyana, Listiyana. "Customer Satisfaction at Alfamart Raya Sukodono: a Study on Product Quality and Service Excellence." MANAZHIM 5, no. 2 (2023): 712–25. http://dx.doi.org/10.36088/manazhim.v5i2.3411.

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This study aims to determine the service quality, customer loyalty, and price and product quality of Alfamart Raya Sukodono. This study used a qualitative approach with a descriptive research type. The data collection techniques used in this study were interviews and observations. The results of this study are Friendly and responsive service quality provided by Alfamart Raya Sukodono is an important factor in influencing customer loyalty. Good service creates customer trust and comfort, motivating them to remain loyal and shop again at Alfamart Raya Sukodono. High customer loyalty at Alfamart

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Widodo, Rasyid Chandra Purnomo, Wiwi Susanti, and Nik Rahila Wan Ibrahim. "Customer Motivation in the Purchase of Halal-Certified Chicken Products through Online Delivery Applications in Yogyakarta." E3S Web of Conferences 444 (2023): 02060. http://dx.doi.org/10.1051/e3sconf/202344402060.

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Halal food is currently increasing in popularity among both Muslim and non-Muslim consumers. Halal food can be ordered directly or through online delivery applications, a popular trend. The process of ordering food using online applications saves time. However, it has limitations due to customers’ lack of direct observation, particularly Muslims. This study examined the customers’ motivation to choose online delivery applications for halal products at fast-food restaurants, even though they cannot directly observe the product preparation. The research was carried out in Bantul, The Special Reg

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Fadila, Atiya, and Lista Meria. "CUSTOMER LOYALTY DITINJAU DARI ADVERTISING, SALES PROMOTION DAN BRAND IMAGE PADA FRANCHISE ICE CREAM & TEA." JURNAL LENTERA BISNIS 13, no. 2 (2024): 764. http://dx.doi.org/10.34127/jrlab.v13i2.1067.

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Customer loyalty becomes an important factor and a valuable asset for a business when customers have a positive attitude towards the product, thus motivating them to make repeat purchases. This research aims to analyze the influence of advertising, sales promotion, brand image on customer loyalty. The population of this research is made up of Mixue, Wedrink, and Momoyo customers. This research used a purposive sampling method to take samples from a total of 126 respondents. The data was analyzed statistically by applying PLS-SEM to test the proposed hypothesis. The results of this research sho

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Nakapthom, Parinya, Jennisa Srichroen, Jirayut Pitanon, et al. "Perception of Customer Experience Towards Customer Loyalty in Online Food Delivery Services in Thailand: Exploring in Generation Z." Rajabhat Chiang Mai Research Journal 25, no. 1 (2024): 164–74. http://dx.doi.org/10.57260/rcmrj.2024.266141.

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The relationship between customer experience towards customer loyalty in online food delivery services in Thailand has been the subject of a few studies on customers in Generation Z. This study aims to explore the effect of the perception of customer experience, customer satisfaction, and customer loyalty, focusing on Generation Z in online food delivery service. The samples are randomly selected from 400 respondents from Generation Z in Thailand. This analysis uses quantitative research and statistical assessment, including descriptive statistics, Exploratory Factor Analysis (EFA), and Linear

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Dr., R. Maheswari, Swarnalatha G., and T. Gayathri Ms. "A Study on Customer Satisfaction towards Zomato Online Food Ordering with Special Reference to Coimbatore City." International Journal of Trend in Scientific Research and Development 3, no. 6 (2019): 683–87. https://doi.org/10.5281/zenodo.3588859.

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Customer satisfaction is a term frequently used in marketing. In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations". The sample size for the consumer's survey is 150.Tools For Statistical Analysis to Analyze the data and interpret the results by using percentage analysis and ranking. simple Percentage Method, Weighted Average Ranking Method, Chi Square test. To find out the socio economic status of the respondents. To determine the motivating factor for purchasing the product through Zomato. The management can mai

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Prasad, Ch J. S., and A. R. Aryasri. "Study of Customer Relationship Marketing Practices in Organised Retailing in Food and Grocery Sector in India: An Empirical Analysis." Vision: The Journal of Business Perspective 12, no. 4 (2008): 33–43. http://dx.doi.org/10.1177/097226290801200404.

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The fast changing trends in lifestyles, food and eating habits of consumers have contributed largely to the growth and development of organised food and grocery retail formats in India. But, this sector is predominantly (99.2 percent) dominated by the traditional kirana stores, which have strong relationships with the customers for various technical and functional quality benefits extended to them. This posed a great challenge to the organised retailers for customer acquisition and retention of loyal customers in this fierce competition. The paradigm shift in marketing practices from the tradi

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Rani, Suman, and Aanchal Aanchal. "MOTIVATING FACTORS FOR BANKS TO GO FOR BANCASSURANCE AND PROBLEMS." INTERNATIONAL JOURNAL OF ADVANCED RESEARCH IN COMMERCE, MANAGEMENT & SOCIAL SCIENCE 08, no. 01(I) (2025): 162–70. https://doi.org/10.62823/ijarcmss/8.1(i).7209.

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This paper aims to find out the motivating factors for banks to enter into the insurance selling business. In the present study, non-probability sampling has been used. To find out motivating factors and problems associated with bancassurance, two stage sampling has been used. In first stage quota sampling is used where 70 banks from each city finalised for collecting data from banks located in the tricity region, i.e. Chandigarh, Panchkula and Mohali. To fulfil this objective, factor analysis has been performed. Factor analysis revealed that three factors such as i.e. financial benefits, dive

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Dr., Ramakrishna Bandaru* Prof. H. Venkateshwarlu. "CUSTOMER'S PERCEPTION TOWARDS FOOD TRUCK PRODUCTS IN INDIA." Global Journal of Engineering Science and Research Management 4, no. 8 (2017): 15–19. https://doi.org/10.5281/zenodo.841192.

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Food Truck business is a very famous and a growing business in today’s time. Over the decade, every country in the world has been following the trend of the mobile food business. The silent feature of the food truck business is ‘customer reach and satisfaction’. Along with the increase in people living standards, ‘food on wheel’ business made a popular. According to IBIS World report, the food truck industry in the world has grown an average of 9.3% per year over the last five years. Slowly, this business was becoming popular in India for the last five years and many start-up firms are emergin

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Taktakishvili, Tengiz, and Nino Sachaleli. "Sustainable Marketing as a Buyer's Motivating Factor in the Retail Business: Example of Georgia." European Scientific Journal, ESJ 20, no. 37 (2024): 211. http://dx.doi.org/10.19044/esj.2024.v20n37p211.

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In recent years, sustainability has emerged as a significant challenge for the business sector, particularly in the retail industry. Business owners continue to harbor doubts about producing sustainable products, as it requires adjustments to their product segment and marketing strategies. The paper highlights the importance of sustainable marketing in the retail sector and discusses it as a motivating factor from the customers’ perspective. This study focuses on examining the role of sustainable marketing and creating the profile of “sustainable buyers” by utilizing a case study of Georgia. I

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Zeeshan, R. Sylvester. "Impact of Perceived Risk Factors on Online Shopping Behavior." SALU-Commerce & Economics Review 3, no. 1 (2017): 62–72. https://doi.org/10.5281/zenodo.3692253.

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Abstract: The online shopping is increasing with the passage of time, therefore this channel certain behaviors also emerged among the customers of online companies. Risk factor is one of the aspect of online shopping and there are certain risk factors associated with it which includes financial risk, time risk, social risk and physical risk. Internet has brought strong influence on the marketing environment at worldwide level and connectivity of internet has provided organization an opportunity to increase their business through emarketing. The Research Objectives are to study perceived risk f

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Zeeshan, R. Sylvester. "Impact of Perceived Risk Factors on Online Shopping Behavior." SALU-Commerce & Economics Review 3, no. 1 (2017): 62–72. https://doi.org/10.5281/zenodo.3723012.

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The online shopping is increasing with the passage of time, therefore this channel certain behaviors also emerged among the customers of online companies. Risk factor is one of the aspect of online shopping and there are certain risk factors associated with it which includes financial risk, time risk, social risk and physical risk. Internet has brought strong influence on the marketing environment at worldwide level and connectivity of internet has provided organization an opportunity to increase their business through e-marketing. The Research Objectives are to study perceived risk factors, t

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Sowmya, Hegde, and D. Kotian Veena. "BRANCHLESS BANKING FOR THE POOR AS A PART OF FINANCIAL INCLUSION." International Journal of Scientific Research and Modern Education 1, no. 2 (2016): 100–104. https://doi.org/10.5281/zenodo.158938.

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<em>Financial Inclusion is one of the most significant initiatives taken by the Government of India and the Reserve Bank of India. Indian Banks must embrace financial inclusion as an economically viable and profitable business activity by innovation in service delivery process and information technology solutions to lower costs of transactions and improve customer acceptance and satisfaction. Business Correspondent (BC) agents have been a key resource in ensuring that the unserved population receives banking facilities. Based on these grounds the study focused on the awareness, usage and frequ

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Mohamed, Rozita Naina, Anusara Sawangchai, Mohd Saifullah Rusli, et al. "Exploring Purchase Intention using Delivery Services Apps during Covid-19 Pandemic among Malaysian Households." Journal of International Business, Economics and Entrepreneurship 6, no. 2 (2021): 74. http://dx.doi.org/10.24191/jibe.v6i2.16681.

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Online services of product delivery apps are more critical than ever. The COVID-19 pandemic has irrevocably altered internet purchasing habits. Customers are getting comfortable using the apps for services to order and do the shopping via their smartphone using the apps. The pandemic has quickened the transition to a more digital world. However, the debate remains as to what elements influence customers' purchase intentions toward using Delivery Services Apps (DSA). This research is therefore carried out to examine the key factors affecting the intention of customers to use delivery services a

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Aggarwal, Prachi Jain. "Service Quality Dimensions in the Context of Herzberg Two Factor Theory." International Journal of Asian Business and Information Management 14, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/ijabim.325231.

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The major objective of this paper is to develop a comprehensive set of determinants of service quality of organised grocery stores in context of countries with culturally distinct orientation and to further classify them as hygiene and motivating factors resp. Such determinants can be used in further studies in order to help the international marketers to understand the behaviour of customers in different countries to succeed in an international arena. A questionnaire survey of 500 respondents each of Taiwan and India was conducted. A large number of items affecting service quality perceptions

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Lu, Yunfan, Chengqi Guo, Yaobin Lu, and Sumeet Gupta. "The role of online communication in avoiding perceived restrictiveness of shopping websites." Nankai Business Review International 9, no. 2 (2018): 143–61. http://dx.doi.org/10.1108/nbri-11-2017-0063.

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PurposeThis paper aims to examine and highlight the influence of perceived restrictiveness on online communication, and in relation, the reduction of uncertainty in purchasing decisions.Design/methodology/approachBy testing statistical associations between such variables as uncertainty, perceived restrictiveness and online communications, the authors are to establish the prevalence of a phenomenon with quantitative methods that collect survey data from more than 500 real customers of a popular Chinese e-commerce site – Taobao.com.FindingsThe findings show that the perceived restrictiveness of

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Sundjaja, Arta Moro, Ariel Velasco Tatuil, Dionisius Vincent Scholus, and Yolanda Dwi Restiani. "The Determinant Factors of Shopping Cart Abandonment Among E-commerce Customers in Indonesia." CommIT (Communication and Information Technology) Journal 18, no. 1 (2024): 29–38. http://dx.doi.org/10.21512/commit.v18i1.9308.

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Predicting the non-purchase behavior of potential customers, such as the abandonment of online shopping carts, is a pivotal factor in determining the success of companies. Despite several conducted studies, further investigation is still required to gain a profound understanding of the underlying causes of these phenomena. The research aims to analyze the motivating factors behind shopping cart abandonment among ecommerce customers in Indonesia using a quantitative method. Furthermore, the population size is undefined, and the sample consists of 200 respondents selected through purposive sampl

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Thanh Tri, Nguyen, Quynh Anh Ha, Anh Van Le, Thanh Tam Le, and John Zeleznikow. "MOTIVATIONAL FACTORS INFLUENCING SERVICE BRANDING COMMUNICATION TO TARGET CUSTOMERS AND BUSINESS SUSTAINABILITY: A CASE STUDY OF INTERNATIONAL STUDENTS IN THE HOSPITALITY INDUSTRY IN MELBOURNE, AUSTRALIA." Cognizance Journal of Multidisciplinary Studies 5, no. 4 (2025): 803–59. https://doi.org/10.47760/cognizance.2025.v05i04.020.

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The multifaceted character of work motivation beyond conventional extrinsic incentives has long been a primary area of research in the field of human resource management. In the past, especially in the early stages of industrialization, financial pay was thought to be the main factor influencing employee motivation (Bailey & Lown, 1993). However, a paradigm change has occurred as a result of the workplace's transformation in the twenty-first century, and people today want a wider range of psychological and social demands, including autonomy, meaningfulness, and acknowledgment at work (Van,

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Nguyen, Thanh Tri, Anh Ha Quynh, Van Le Anh, Tam Le Thanh, and Zeleznikow John. "MOTIVATIONAL FACTORS INFLUENCING SERVICE BRANDING COMMUNICATION TO TARGET CUSTOMERS AND BUSINESS SUSTAINABILITY: A CASE STUDY OF INTERNATIONAL STUDENTS IN THE HOSPITALITY INDUSTRY IN MELBOURNE, AUSTRALIA." Cognizance Journal of Multidisciplinary Studies (CJMS) 5, no. 4 (2025): 803–59. https://doi.org/10.47760/cognizance.2025.v05i04.020.

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The multifaceted character of work motivation beyond conventional extrinsic incentives has long been a primary area of research in the field of human resource management.  In the past, especially in the early stages of industrialization, financial pay was thought to be the main factor influencing employee motivation (Bailey & Lown, 1993).  However, a paradigm change has occurred as a result of the workplace's transformation in the twenty-first century, and people today want a wider range of psychological and social demands, including autonomy, meaningfulness, and acknowledgment a

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Li, Zhuangai, and Xia Cao. "Effectiveness of China’s Labeling and Incentive Programs for Household Energy Conservation and Policy Implications." Sustainability 13, no. 4 (2021): 1923. http://dx.doi.org/10.3390/su13041923.

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With incomplete information about the potential benefits and costs of energy-using durables, households may be unwilling to invest in products that are more energy-efficient but also more expensive in purchase decisions. To deal with this problem, labeling policy has been developed to guide customers’ energy consumption decisions by providing understandable information to evaluate the energy efficiency of products. Over the last 20 years, China has implemented a series of mandatory and voluntary energy labeling and incentive policies to reduce energy use and improve the energy efficiency of du

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Mofokeng, Jacob, and Mmabatho Aphane. "Exploring influence between employee motivation and service quality in the South African Police Service." International Journal of Research in Business and Social Science (2147- 4478) 11, no. 2 (2022): 487–97. http://dx.doi.org/10.20525/ijrbs.v11i2.1692.

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The South African Police Service (SAPS) Training College, Paarl is facing challenges to reward, motivate and ensure service delivery at the Academy. In any organisation, employees are working to provide service to both internal and external clients for this it is important to take care of employees because they are interacting with these clients. Thus, a cardinal question is how can organisations retain and motivate employees in order to offer a quality service to their clients? The aim of this study was to determine the influence between rewards, motivation and service quality at the SAPS Tra

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Roslinda, Jay A., and Amiel B. Andias. "Exploring Employee Motivation: A Comprehensive Analysis of Key Motivational Factors Across Diverse Industries." International Journal of Multidisciplinary: Applied Business and Education Research 6, no. 6 (2025): 2985–3005. https://doi.org/10.11594/ijmaber.06.06.28.

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Motivated employees tend to be more productive, engaged, and are less likely to exhibit negative attitudes toward customers and colleagues, contributing significantly to overall organizational performance. This study employs a descriptive-quantitative research design to comprehensively examine key motivational factors influencing behavior and satisfaction across eight major industries: education, energy, finance and economics, food and beverage, health care, hospitality, pharmaceutical, and transportation. Data were gathered from a diverse sample of 353 respondents using a structured survey in

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S. Johnson, Devon, and Mark Peterson. "Consumer financial anxiety." International Journal of Bank Marketing 32, no. 6 (2014): 515–33. http://dx.doi.org/10.1108/ijbm-08-2013-0080.

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Purpose – The purpose of this paper is to examine how small and medium-sized, regional financial service firms reacted to the financial crisis by helping their customers cope with their heightened state financial anxiety during the Economic Crisis of 2008. It also examines the variety of strategies pursued by these firms to rebuild consumer trust in their brands in the ensuing years. Design/methodology/approach – The authors relied on grounded theory as a methodological approach to understand the unfolding situation of the financial crisis and to inductively develop a framework explaining mana

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Sharma, Animesh Kumar, and Rahul Sharma. "Identifying Factors Motivating Users to Post Reviews on Online Travel Review Platforms: A Factor Analysis Study." Mercados y Negocios 26, no. 54 (2025): 87–122. https://doi.org/10.32870/myn.vi54.7765.

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This research paper aims to identify the factors motivating users to post reviews on online travel review platforms (OTRPs). A non-probabilistic sampling technique, purposive sampling, was employed for data collection. Exploratory Factor Analysis (EFA) was conducted on a dataset of 1,313 observations. This study highlights several pivotal factors encouraging users to engage in this review-sharing phenomenon. Three key factors, social recognition and connection, enhancing travel experiences, and social validation, were identified as motivating users to write online reviews. Among these, the inn

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Fakziah, Sefia Laili, and Clarashinta Canggih. "Analysis of Factors Influencing Customers' Decision to Choose Wadiah Savings Products." Indonesian Journal of Economic & Management Sciences 2, no. 4 (2024): 607–28. http://dx.doi.org/10.55927/ijems.v2i4.10325.

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This study aims to analyze product knowledge, benefit perception, promotion, and motivation factors as factors in customers' decision to choose wadiah savings products at Sharia Banks. The background of this research is the growth of the Islamic banking industry in Indonesia, which is predicted to be higher than conventional banks, driven by product and service innovation in accordance with Islamic law. This study uses a quantitative approach with confirmatory factor analysis (CFA) techniques. Research data was collected through a questionnaire with a probability sampling method using a simple

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Reddy, S. Sudheer Kumar. "Factors motivating customers towards DTH services in Andhra Pradesh." International Journal of Scientific Research 2, no. 7 (2012): 256–57. http://dx.doi.org/10.15373/22778179/july2013/83.

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Cho, Joonyoung, Ruth Dunkle, and Garrett Pace. "Motivations To Join And Stay A Member Of A Village For Older Adults." Innovation in Aging 5, Supplement_1 (2021): 620–21. http://dx.doi.org/10.1093/geroni/igab046.2369.

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Abstract People join a customer-driven organization with motivations that may not be static over time, an important issue for long-term organizational viability. In this study, we examined motivations among members of ShareCare, the first Village for older adults in the U.S. Using qualitative data from a random sample of 91 members, we compared motivations for becoming a member and for continuing membership. Motivations to join and continue membership are not necessarily the same. Motivations were categorized as: instrumental, social, and altruistic motivation. We categorized length of members

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Kim, Seo Young, and Youjae Yi. "Embarrassed customers: the dark side of receiving help from others." Journal of Service Management 28, no. 4 (2017): 788–806. http://dx.doi.org/10.1108/josm-11-2016-0296.

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Purpose The purpose of this paper is to demonstrate that customer engagement behavior may not always be a positive experience for customers. Specifically, the paper examines the effect of sources of help (employee vs customer) on customer satisfaction, and the underlying mechanism behind such an effect. Design/methodology/approach Three studies were conducted to test the hypotheses, and bootstrapping was used to analyze the proposed mediation and moderation models. Findings The results from the studies demonstrated the effect of sources of help (employee vs customer) on customer satisfaction.

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Csiza, Marton. "Az UEFA 2020 labdarúgó Európa-Bajnokság Budapesten rendezett mérkőzésein való passzív sportfogyasztói részvétel motivációs vizsgálata." Economica 15, no. 1-2 (2024): 75–84. http://dx.doi.org/10.47282/economica/2024/15/1-2/13533.

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The aim of the present research was to explore the preferences of spectators and the factors that influence their participation in sporting events. The subject of the study was the UEFA 2020 European Football Championship matches in Budapest. Of the approximately 150 respondents, more than 2/3 were men aged 18-40. The fans in the survey prefer betting matches. The main reasons for attending the UEFA 2020 European Football Championship matches in Budapest were the expected good atmosphere, the chance to cheer for the home team, a social programme with friends and acquaintances, and the opportun

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Chen, Hongyi, Turuna Seecharan, and Chen Feng. "Promoting the Diffusion of Sustainable Innovations through Customer Education—A Case of the Cosmetic Industry." Sustainability 16, no. 6 (2024): 2583. http://dx.doi.org/10.3390/su16062583.

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This article investigates whether customer education about the sustainability advantage of a sustainable innovation helps promote the diffusion of such innovation using a survey and an experimental study in the cosmetic industry. Educating customers to equip them with awareness, know-how, and principal knowledge about sustainability promotes their motivation toward adoption and thus facilitates the diffusion of sustainable innovation. Specifically, results show that educating customers about cosmetic product ingredients, sustainability definition, and green certification increases the customer

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Kurniawan, Dhika Amalia, and Muhammad Faris Irwanto. "MOTIVATION ANALYSIS ON CUSTOMER OF ISLAMIC MICROFINANCE INSTITUTION." Capital: Jurnal Ekonomi dan Manajemen 2, no. 1 (2018): 28. http://dx.doi.org/10.25273/capital.v2i1.3067.

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<p>In Ponorogo, one of microfinance institution developed by Pondok Modern Darussalam Gontor namely Baitul Mal Wat Tamwil La-Tansa Gontor. BMT La-Tansa Gontor has 2462 customers from various regions in Ponorogo. The high demand for financial services for the community, especially in Ponorogo makes the community more selective in choosing the financial institution that will be used, this is evidenced by the high motivation of customers to use the services of BMT La-Tansa Gontor Ponorogo.The purpose of this study is to analyze the customer motivation of using BMT La-Tansa Gontor services.

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Cho, Joonyoung, Ruth Dunkle, and Karen Harlow-Rosentraub. "Factors That Influence Length of Membership in a Customer-Driven Organization: A Village." Innovation in Aging 4, Supplement_1 (2020): 49–50. http://dx.doi.org/10.1093/geroni/igaa057.161.

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Abstract Membership is a critical feature of the survival of customer-driven organizations. As a membership-driven organization based on neighbors helping neighbors, many Villages express difficulty in having enough members and lack confidence in sustainability. This is the first study examining the association between length of membership and motivation for becoming a Village member. ShareCare, the first Village, was founded in 1994. We used an open-ended questionnaire to gather information from a representative sample of current Sharecare members (N=100). Three researchers were involved in c

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van Tonder, Estelle, Stephen G. Saunders, and Leon T. de Beer. "A simplified approach to understanding customer support and help during self-service encounters." International Journal of Quality & Reliability Management 37, no. 4 (2020): 609–34. http://dx.doi.org/10.1108/ijqrm-06-2019-0198.

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PurposeIn the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.Design/methodology/approachA survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory

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Cam Thuy, Dao, Do Thi Bich Ngoc, Nguyen Van Loc, Vu Khanh Linh, Tran Quynh Anh, and Bui Phuong Uyen. "The impact of personal factors on vietnamese consumers' attitudes towards sustainable fashion and their purchase decisions." Salud, Ciencia y Tecnología 5 (January 19, 2025): 1375. https://doi.org/10.56294/saludcyt20251375.

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Introduction: The fashion industry is increasingly recognized as a significant contributor to the ongoing ecological and climate crises. As a result, more companies are acknowledging the importance of promoting responsible growth in fashion. This study analyzes different personal factors influencing Vietnamese consumer behaviors, including customer perceptions, customer motivations, financial situations, and environmental concerns; examines how these factors affect customer attitudes and behaviors toward sustainable fashion consumption.Methods: Based on a survey of 363 respondents and using St

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Hong-Ngoc, Truong, Dương Thị Thu Thảo, Trần Lê Thái Như, Võ Thị Khánh Nguyên, Nguyễn Thị Tuyết Trinh, and Đặng Thị Trúc Mai. "Gamification Strengthens Behavioral Intention to Motivate Customer’s Loyalty towards Using E-banking and E-wallets on Gen Z." International Journal of Learning and Development 13, no. 4 (2023): 47. http://dx.doi.org/10.5296/ijld.v13i4.21408.

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Gamification is a growing trend that significantly impacts consumer behavior, particularly in the development of gamification software in e-banking and e-wallets. Understanding how gamification affects existing customers is crucial to the success of these applications. To address this, we developed a study proposing a conceptual model that assesses the impact of variables such as gamification, perceived ease of use, perceived usefulness, reward, emotional motivation, benefit motivation, intended use behavior, and customer loyalty. The reward factor indirectly impacts both motivations for custo

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Hong-Ngoc, Truong, Duong Thi Thu Thao, Tran Le Thai Nhu, Vo Thi Khanh Nguyen, Nguyen Thi Tuyet Trinh, and Dang Thi Truc Mai. "Gamification in E-banking and E-wallets and Customer’s Loyalty." International Journal of Learning and Development 14, no. 1 (2024): 105. http://dx.doi.org/10.5296/ijld.v14i1.21762.

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Gamification is a growing trend that significantly impacts consumer behavior, particularly in the development of gamification software in e-banking and e-wallets. Understanding how gamification affects existing customers is crucial to the success of these applications. To address this, we developed a study proposing a conceptual model that assesses the impact of variables such as gamification, perceived ease of use, perceived usefulness, reward, emotional motivation, benefit motivation, intended use behavior, and customer loyalty. The reward factor indirectly impacts both motivations for custo

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Dewalska-Opitek, Anna, and Maciej Mitręga. "“Appreciate me and i will be your good soldier”. The exploration of antecedents to consumer citizenship." Engineering Management in Production and Services 11, no. 3 (2019): 48–59. http://dx.doi.org/10.2478/emj-2019-0020.

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Abstract Customer citizenship behaviour (CCB) is an important consumer trend observed in the contemporary market. It may be described as an extra-role, voluntary behaviour performed in favour of other customers or companies. One of the CCB dimensions, namely, providing customer feedback to company offering, overlaps with value co-creation as a booming marketing concept. Our knowledge about factors determining this behaviour is relatively week. Trying to fill the gap, this paper discusses inclination for value co-creation among customers on the basis of literature review and explorative researc

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Akdemir, Doğan Mert, and Zeki Atıl Bulut. "Business and Customer-Based Chatbot Activities: The Role of Customer Satisfaction in Online Purchase Intention and Intention to Reuse Chatbots." Journal of Theoretical and Applied Electronic Commerce Research 19, no. 4 (2024): 2961–79. http://dx.doi.org/10.3390/jtaer19040142.

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In the online shopping context, brands aim to achieve a high level of profit by providing better customer satisfaction by using various artificial intelligence tools. They try creating a satisfactory customer experience by creating a system that provides never-ending customer support by using dialog-based chatbots, especially in the field of customer service. However, there is a lack of research investigating the impact of business and customer-based chatbot activities together on online purchase intention and the intention to reuse chatbots. This research considers the use of chatbots as a ma

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Obradović, Marina, Dušan Bogićević, Maja Glogovac, and Milica Maričić. "Conceptual Model for Exploring the Factors which Impact Reaching the Voice of Customers." Drustvena istrazivanja 31, no. 4 (2022): 597–617. http://dx.doi.org/10.5559/di.31.4.02.

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Since the voice of the customer (VoC) could be of core importance for an organisation's success, it is of high significance to identify the motivating and demotivating factors that influence the customers' intention to provide or not to provide feedback on service quality. This study aims to observe how awareness on the issue of providing feedback, personal beliefs on the impact of feedback, expectations from the company, and organisational culture impact the customers' decision to leave feedback. To explore the influence of the chosen factors an online survey was conducted and the Structural

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Chicherin, Stanislav, Andrey Zhuikov, Mikhail Kolosov, Lyazzat Junussova, Madina Aliyarova, and Aliya Yelemanova. "The Impact of the Future Fluctuating Energy Consumption on a District Heating System: Case Study of Omsk and Krasnoyarsk Cities." Environmental and Climate Technologies 25, no. 1 (2021): 551–62. http://dx.doi.org/10.2478/rtuect-2021-0040.

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Abstract Temperature difference between supply and return distribution medium (water) is a vital factor when assessing the efficiency of a district heating (DH) substation. An accounting for fluctuations and differences of the heat consumption/generation is the key problem in planning DH system operation. The influence of the fluctuating energy consumption on a DH system was studied with actual data, using the DH systems of the Russian cities Krasnoyarsk and Omsk as a case study. Information is visualized in the form of graphs and charts, orderly and clearly comparing certain points. The data

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Kim, Soo-Jeong, and Byung-Hwan Hyun. "Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment." Economies 10, no. 12 (2022): 305. http://dx.doi.org/10.3390/economies10120305.

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The inseparability of the production and consumption of services without quality control makes it difficult to fully meet the diverse needs of customers. Despite a company’s continuous efforts to satisfy customers with perceived quality aimed at service success, if the customers’ expectations are not met, the customers will not be satisfied. This study empirically analyzed the effects of customer tolerance and relationship commitment as psychological variables on the relationship between customer participation and repurchase intentions. According to the results of the analysis, relationship be

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Yang, Lu Ming, Du Cang Hai Li, and Xu Zhao Yang. "A Survey Study of Factors Influencing the Customer Satisfaction of Group Buying Sites." Applied Mechanics and Materials 373-375 (August 2013): 2241–46. http://dx.doi.org/10.4028/www.scientific.net/amm.373-375.2241.

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Group buying--a new way of shopping online is emerging, customers can shopping by forming groups by themselves to persuade the sellers to reduce the price. Group buying sites greatly enhance the bargaining power between the customers and the merchants. This paper contributes to the using the factor analysis, nine factors including commodity information, trading levels, commodity inspection, the after-sales service, corporate image, website design Personality services, the quality of service and logistics distribution that will affect the customer satisfaction comes down to two factors, these t

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Prasetya, Syarief Gerald, and Yustiana Wardhani. "AN ANALYSIS REGARDING THE EFFECTS OF THE EMPLOYEES AND WORKING PROCESS UPON THE LEVEL OF CUSTOMER SATISFACTION AT PT TELKOM TBK BOGOR." Management Journal of Binaniaga 2, no. 02 (2017): 45. http://dx.doi.org/10.33062/mjb.v2i02.135.

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Customer’s satisfaction and dissatisfaction is not new phenomena of Business in Indonesia. From the customer’s perspective has mostly complained about the goods or services with low quality, expensive price, inappropriate guarantee, etc. On the other side (in this case producer) there’s a response to fix it. A lot of facts may cause the customer satisfied, for example, reasonable price, interesting promotion, professional labour, work procedure and creative product with high standard. By finding and developing customer’s satisfaction factors, a company will perform a rapid development. Therefo

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Sahi, Gurjeet Kaur, Rita Devi, and Satya Bhusan Dash. "Examining the role of customer engagement in augmenting referral value." Journal of Service Theory and Practice 29, no. 5/6 (2019): 539–64. http://dx.doi.org/10.1108/jstp-12-2018-0268.

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Purpose The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the relevance of relational and expertise value for customers during the engagement process so as to ensure positive referrals about the service provider. Design/methodology/approach Using a sample of 482 students, the study examines the customer engagement efforts of professional institutes that provide training to prepare for the civil service examinations of the Union Public Service Commission. The survey is con

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Gao, Qi, and Xiaoyu Xing. "Study on the Impact of Chatbot Characteristics of Online Shopping Mall on Customer Satisfaction and Reuse Intention in China: Hedonic Motivation and Utilitarian Motivation as Moderating Variables." Korea International Trade Research Institute 19, no. 1 (2023): 51–67. http://dx.doi.org/10.16980/jitc.19.1.202302.51.

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Purpose – The purpose of this paper is to analyze the impact of chatbot characteristics on customer satisfaction and reuse intention. Design/Methodology/Approach – The study collected data from 259 customers with experience using chatbots on online shopping malls. Statistical programs SPSS 27.0 and AMOS 26.0 were used for data analysis in this study. The empirical analysis consisted of frequency analysis, reliability analysis, confirmatory factor analysis, and hypothesis testing, in that respective order. Findings – The results showed that chatbot characteristics (empathy, intimacy, accuracy,

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Smirnov, V. D. "Influence of Non-Price Factors of banks’ Activities on their Financial Results." Finance: Theory and Practice 24, no. 5 (2020): 62–71. http://dx.doi.org/10.26794/2587-5671-2020-24-5-62-71.

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The subject of the research is the customer motivation towards certain banks regardless of the pricing policy. The aim of this study is to determine the significance of non-price factors for attracting customers by banks and its influence on banks’ revenues and profit. The theoretical and methodological basis of the study included the scientific works of foreign scientists on the influence of non-price factors on customer loyalty in banking.The author used methods of qualitative and quantitative analysis of scientific publications, regulatory and legal sources, retrospective statistical data,

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Zhang, Hao, and Hua Xu. "Impact of Corporate Social Responsibility on Innovation Performance: An Empirical Study." International Journal of Management Science Research 6, no. 6 (2023): 53–62. http://dx.doi.org/10.53469/ijomsr.2023.06(06).10.

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This study is dedicated to exploring the relationship between Corporate Social Responsibility (CSR) and innovation performance, especially in the context of intense competition and society's pursuit of high quality development, where corporate innovation has become a key factor in maintaining competitiveness and realizing sustainable development. The core of the study is to understand the role of mission statement in corporate culture and how it affects long-term corporate strategy and innovation performance. In terms of theoretical framework, this study relies on strategic management theory,

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Abdullah, Ziarmal, Salina Kassim, Shamsullah Shams, and Sharofiddin Ashurov. "Roles of Service Quality and Religiosity in Determining Customers’ Retention in Islamic Banks: Empirical Evidence from Southwestern Afghanistan." Turkish Journal of Islamic Economics 11, no. 2 (2024): 106–36. http://dx.doi.org/10.26414/a4134.

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To retain customers, a high level of service quality is an essential factor in the banking industry. In contrast to the previous government, Afghans are now more driven to follow religion in their daily lives following the Taliban’s 2021 August 15 takeover in the country,while questions about the extent of service quality and religious factors that the Islamic banking sector will provide, as well as how to gain customer retention with the needed quality service provision that customers demand or perceive from banks, remain unanswered. Hence, this article aims to determine how religious variabl

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Lam, Thuy Ngoc, Tuan Khanh Vuong, and Siem Thi Tran. "Key Factors Influencing Customer Satisfaction and Intention to Reuse Food Ordering Apps." Management Dynamics in the Knowledge Economy 11, no. 2 (2023): 152–69. http://dx.doi.org/10.2478/mdke-2023-0011.

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Abstract This empirical study aims to identify and evaluate the crucial factors that influence customer satisfaction and their intention to reuse a food ordering app (FOA) in Ho Chi Minh City (HCMC), Vietnam. A data sample of 413 observations from customers who used the FOA was used to test hypotheses using a quantitative technique and a structural linear model. The results indicated that among the four key factors, performance expectancy, price value, and online reviews had direct and indirect effects on customers’ continued intention to use the FOA. By contrast, hedonic motivation only had a

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