Academic literature on the topic 'Service Quality; Online Marketer; e-services'
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Journal articles on the topic "Service Quality; Online Marketer; e-services"
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Dr., V. Ramanujam, and P. Parthiban Mr. "A STUDY ON EXPECTED SERVICE QUALITY FACTORS BY THE MARKETER IN E-MARKETING IN INDIA." International Journal of Engineering Technologies and Management Research 6, no. 11 (2019): 71–78. https://doi.org/10.5281/zenodo.3568281.
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In the present study, the descriptive research design has been administered. Since this research describes the characteristics of the marketers in e-marketing, it is concerned with descriptive in nature. Meanwhile, this study analyze the e-marketing behavior and its antecedents, e-services quality, service failure in e-marketing, its relationship with the profile of the marketers, it seems to be diagnostic in nature. In total, 535 marketers were identified by popular web service providers namely Pronet, Satyam, Airtel and BSNL. Hence the present study has made an attempt to fill up the research gap with the help of proposed research model.
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Kusumahadi, Krishna, Widya Sastika, and Fanni Husnul Hanifa. "E-ServiceQuality Model and Kano Model: An Integration Improvement on Service Quality in E-Commerce Services." International Journal of Entrepreneurship, Business and Creative Economy 2, no. 1 (2022): 67–80. http://dx.doi.org/10.31098/ijebce.v2i1.738.
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Indonesia has become the largest e-commerce market in South East Asia. According to Wearesocial and Hootsuite data, around 90% of internet users in Indonesia have experienced online shopping. In 2019, the e-commerce market's capital value in Indonesia reached USD 21 Million or about Rp 294 trillion. Based on McKinsey Report, the e-commerce industry in Indonesia is predicted to reach USD 40 million in 2022. The increase of online shopping activity reached 400% during the 2020 pandemic, causing a 23.11% increase in e-commerce service complaints. This research is conducted for improvement in e-commerce's service quality by integrating the kano model and E-ServiceQuality model. Results obtained from customers' needs will be true customer needs able to be analysed for the purpose of increasing satisfaction. Attributes of needs obtained from the voice of the customer will be grouped into E-ServiceQuality dimensions, such as Efficiency, Fulfilment, Reliability, privacy, responsiveness, compensation, and contact. Afterward, these attributes of needs will generate strong attributes and weak attributes grouped into several categories, kept, developed, and ignored. Based on the research conducted among 400 respondents, the conclusions to answer problems according to problem formulation within this research are obtained. The result of this classification is True Customer Needs, where the seven attributes are recommended to be improved, and one attribute is recommended to be developed. The eight attributes which become True Customer Needs are Interaction Channel, Customer Service Responsiveness, Website Feature, Up to Date Information, 24-hour Service, Quick Complaints Response, Cheap/Free Delivery Fee, and correct product guarantee.
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Palupi Robustin, Tri. "The role of E-Service Quality to create Consumer Trust in Shopping on the Shopee Marketplace during the COVID-19 Pandemic." 14th GCBSS Proceeding 2022 14, no. 2 (2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.2(46).
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The Covid-19 pandemic has caused changes in consumer behaviour. Especially when it comes to shopping for everyday necessities. The limitations of doing transactions offline make people shop more for their daily needs online. This phenomenon makes e-commerce business increase sharply. Not only that, the e-commerce business competition map is increasingly competitive. The tight competition is reflected in the number of website visits and e-commerce application users in Indonesia. The coronavirus pandemic has not shown signs of ending until the third quarter of 2020. During the period of emigrants, e-commerce players are increasingly aggressively presenting online shopping as an alternative to fulfilling daily needs without leaving the house. MarkPlus Inc. Release the results of the latest research related to e-commerce. The survey results of The Asian Parent show that almost all respondents who are mothers in Indonesia use online shopping applications. As many as 80% of them shop at Shopee the most. This shows that Shopee is a marketplace that is favored by consumers. Electronic Service Quality or also known as E-ServQual is a new version of Service Quality (ServQual). E-ServQual was developed with the aim of evaluating the services provided online or over the internet. E-Service Quality is a service from the site to facilitate shopping, purchasing, and distribution activities effectively and efficiently (Chase, Jacobs, &Aquilano, 2006). According to Tjiptono (2011) there are seven dimensions of e-service quality, namely efficiency, reliability, fulfillment, privacy, responsiveness, compensation, contact (contact). One of the disadvantages of shopping online is the doubt and lack of consumer confidence in the product to be purchased, so online marketers must provide quality services so that consumers believe. According to Mowen and Minor (2012), consumer trust is the belief that consumers have about objects, attributes, and benefits. Objects can be products, people, companies, and anything that has beliefs and attitudes. Based on these backgrounds and explanations, this study aims to determine the partial and simultaneous influence of e-service quality variables on consumer confidence in shopping at shopee. Keywords: E-Service Quality, Trust, Shopee
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Alnaim, Abdullah F., Abu Elnasr E. Sobaih, and Ibrahim A. Elshaer. "Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach." Mathematics 10, no. 13 (2022): 2328. http://dx.doi.org/10.3390/math10132328.
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Despite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loyalty. This study developed a comprehensive theoretical model to examine both direct and indirect influence of e-service quality on the e-loyalty of hotel customers in their usage of online travel agencies (OTAs). The research examines the mediating effect of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty. The research adopted a quantitative approach through a questionnaire survey for data collection from hotel customers who adopt OTAs for choosing their hotel services. Data collected from the questionnaires were analyzed using structural equation modeling (SEM). The results confirmed all direct relationships among e-service quality, e-trust, e-satisfaction, and e-loyalty. However, the results did not confirm a mediating role of either e-trust or e-satisfaction in the relationship between e-service quality and e-loyalty. Nonetheless, the results interestingly showed that both variables (trust and e-satisfaction) have a mediating role in the relationship between e-service quality and e-loyalty. The results of this research have numerous implications for senior tourism marketers, as well as marketing scholars.
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Tyagi, Vikas Kumar, Sarvesh Kumar, Manish Gulyani, and Ruchi Gahlawat. "E-SERV-EX: A Multi-item Scale for Measuring Customer Expectations from the Online Retail Services." NMIMS Management Review 31, no. 2 (2023): 131–44. http://dx.doi.org/10.1177/09711023231197795.
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Purpose: The purpose of this article is the scale development, refinement, and psychometric evaluation of the multi-item scale (E-SERV-EX) for assessing the customers’ expectations from the online retail services and exploring the impact of different demographic and behavioral factors on customer’s expectation. Design/Methodology/Approach: It was conclusive research, which is quantitative and cross-sectional in nature. Data were collected through a survey method using a structured questionnaire from 518 respondents, selected through judgmental sampling from Delhi NCT. The primary statistical tools used in the study were exploratory factor analysis, confirmatory factor analysis for scale development, and partial least square-structural equation modelling for hypothesis testing. Findings: The final scale had 31 items divided into nine dimensions. Assurance/trust, efficiency, fulfillment/reliability, responsiveness, security/privacy, web-design, personalization, price aspects, and customer engagement. Scales demonstrated good psychometric properties based on the findings from various reliability and validity tests conducted in this study. Web design was the most crucial factor, and personalization was the least important factor expected. When we speak about demographic factors, males had more expectations than females in individual and overall expectations. With an increase in age and income, customers’ expectations from online retailer services decrease. With the increase in distance from the physical retail outlet, customers’ expectations from online retail service increase. Consumers with more experience in internet usage and online retail usage had higher expectations. Consumers who surf and purchase more from online retailers also expect more. Practical Implications: The e-expectation scale developed in this study will help marketers and retailers better understand e-service quality expectations. Knowing the consumers’ expectations would help the retailers in framing the e-marketing mix and strategies. The expectations scale can be used in policy formulation and web designing. This scale will also help fill GAP 1 (expected service and management’s perceptions of consumer expectations) and GAP 5 (customer expectations and customer perceptions) of the service quality gap model of Parasuraman, Zeithaml, and Berry. Originality/Value: This research paper contributes to the literature by developing, refining, and evaluating a novel multi-item scale, E-SERV-EX, with good psychometric properties for measuring customer expectations from online retail services whereas most of the papers in the past measured the perceptions. E-SERV-EX can be employed by marketers, retailers, and policymakers to develop effective e-marketing strategies, web designs, and policy formulation by understanding consumer expectations. Most importantly, this scale helps fill GAP 1 (expected service and management’s perceptions of consumer expectations) and GAP 5 (customer expectations and customer perceptions) of the service quality gap model proposed by Parasuraman, Zeithaml, and Berry.
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Sahu, Shantanu Kumar. "Investigating and Comprehending the Value of Effective E-WOM for Improving E-retailer Services in India." ADHYAYAN: A JOURNAL OF MANAGEMENT SCIENCES 13, no. 01 (2023): 23–27. http://dx.doi.org/10.21567/adhyayan.v13i1.05.
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This study aims to comprehend and explore the beneficial electronic word-of-mouth (E-WOM) for enhancing e-retailerservices in India. It looks into the elements that affect consumers' e-women and e-satisfaction with online store services.One aspect of e-wom that distinguishes it from conventional marketing communication is the mechanism for the positivefeedback. This study investigates why e-wom will be a strategic choice for Indian e-retailers by looking at current researchon the service quality construct and e-satisfaction. With the positive benefits of e-women in mind, this research will helpmarketers devise a plan to enhance the services offered by online merchants. The insights can help online retailers andother marketers grow their companies.
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Ahmad, Asad, Obaidur Rahman, and Mohammed Naved Khan. "Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty." Journal of Research in Interactive Marketing 11, no. 3 (2017): 246–67. http://dx.doi.org/10.1108/jrim-04-2017-0022.
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Purpose The purpose of this study is to explore the factors that help in building e-loyalty towards online retailers. Internet has brought the world market into a single platform. Marketers have started using Internet as a new and innovative way to interact and reach people all around the world. With the increase in the number of Internet users, the number of e-marketers has also increased. In the context of online retailing, the service quality being offered is increasingly being used as a tool for competitive advantage. E-tailers are embracing superior e-services to attract, retain and convert patrons into loyal customers. Design/methodology/approach The researchers in the present study have used a research instrument that consists of constructs of the modified eTailQ scale, hedonism and e-satisfaction that together result in the formation of e-loyalty. Researcher-controlled sampling was employed to collect data from 159 student respondents. Findings Exploratory factor analysis, confirmatory factor analysis and structural equation modelling were applied for analysing the collected data. The results of the study demonstrate that major factors which help in the formation of e-loyalty are e-satisfaction, customer service, privacy and hedonism. Originality/value This study extends the understanding of the role of e-satisfaction, customer service, privacy and hedonism in the formation of loyal consumers. The researchers proposed a model to study the factors impacting the e-loyalty of the Internet shoppers in India. The findings of the study are expected to help both researchers and marketers.
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Dr. Surbhi Jain and Priyanka Rani. "A Comprehensive Study on e-WOM Determinants Influencing Consumers’ Purchase Decision." International Journal of Scientific Research in Science, Engineering and Technology 11, no. 6 (2024): 356–67. https://doi.org/10.32628/ijsrset24116190.
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In this digital age consumers share their experience about product and service with others digitally. This online sharing is known as electronic words of mouth, online word of mouth, Internet word of mouth (iWOM), Virtual words of mouth (vWOM). It may be between the consumers or may be between thee marketer and consumer in the form of blogs, discussion forum and consumer review. Consumers trust on electronic word of mouth more as it is unpaid form of advertising. After COVID 19 pandemic consumers trust on other consumer reviews increased. They read other customers reviews about product and service before making any purchase decision. There are several e-WOM factors which influence the consumers’ purchase decision. This study focus on those factors which influence consumers’ purchase decision. This research work is based on previous literature of electronic word of mouth. The review showed us e-WOM Quality(Valence), e-WOM Quantity(Volume), Source homophily, Source credibility, Website credibility, Tie strength are the factors which affect customers purchase decision.
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Ali Akbar, Mahmood, Sayed Haytham Alawi, Shabana Faizal, and Nidhi S Menon. "The Role of Communication on The Quality of E-Services and Food Quality: The Case of Online Food Delivery." International Journal of Interactive Mobile Technologies (iJIM) 17, no. 13 (2023): 148–67. http://dx.doi.org/10.3991/ijim.v17i13.39787.
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The trend of online food delivery is booming in developing and emerging countries and COVID-19 has made it further under the spot. Now, it is the time for marketers and owners of restaurants to develop effective marketing strategies. Therefore, this research aimed to investigate the effect of communication on e-service quality and food quality on customers’ loyalty. These relations were further explored by the mediating role of communication. Methodology- The data were collected from customers ordering food online. The collected data were further analyzed by using AMOS. The results highlighted that both e-service quality and food quality can enhance the loyalty of customers. Moreover, the presence of communication also, explained that e-service quality and food quality can significantly and positively affect customer loyalty. This research has highlighted the broader domains but still there are some limitations that can be addressed by future studies. The study is based on one country and future studies can compare the results of developed and developing countries. In addition, the model of study can be enhanced by introducing subjective knowledge or information credibility as potential moderators because they can also generate loyalty.
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Chen, Yu-Hsin, and Ching-Jui Keng. "Utilizing the Push-Pull-Mooring-Habit framework to explore users’ intention to switch from offline to online real-person English learning platform." Internet Research 29, no. 1 (2019): 167–93. http://dx.doi.org/10.1108/intr-09-2017-0343.
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Purpose The purpose of this paper is to develop an extended Push-Pull-Mooring-Habit (PPMH) framework in order to better understand users’ intention of switching from offline to an online real-person English learning platform service. Design/methodology/approach Based on 301 valid responses collected from an online survey questionnaire, structural equation modeling was employed to examine the research model. Findings The causal model was validated using SmartPLS 3.0, and all study hypotheses were supported. The results show that push effects (learning convenience, service quality and perceived price), pull effects (e-learning motivation, perceived usefulness), mooring effects (learning engagement, switching cost and social presences) and habit effects (relationship inertia) all significantly influence users’ switching intentions from offline to an online real-person English learning platform. Practical implications The findings should help online English learning service providers and marketers to understand the intention of offline English learning users to switch to an online real-person English learning platform, and develop related theories, services and regulations. Originality/value The present study extends the prior research of an online real-person English learning platform by providing PPMH as the general framework and demonstrating its efficacy in explaining user switching intentions.
Dissertations / Theses on the topic "Service Quality; Online Marketer; e-services"
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Kenova, Vasya, and Patrik Jonasson. "Quality Online Banking Services." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-480.
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<p>Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 17 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.</p>
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Piercy, Niall C. "Online retail : service quality derivation, market segmentation and organisational analysis." Thesis, Cardiff University, 2006. http://orca.cf.ac.uk/54269/.
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Hie recent rise of the internet as a commercial trading channel has left retail marketers facing several challenges. As in any marketplace, customer intelligence is the lifeblood of organisational success online, yet no thoroughly tested and validated model exists to reliably capture customer service requirements. Traditional service quality models are an insufficient and inflexible means to capture the unique nature of the internet medium while those emergent models of online behaviour developed thus far have typically been of limited scope, sample size, sample breadth and not validated in continued practice. Beyond the problem of identifying customer demands, there remains a problem of how to group together customers for segmentation purposes. In the contemporary marketplace as a whole there is growing fragmentation and individuality with demographics no longer precise enough to be useful beyond describing broad definitions of product class users. E-businesses also face a pressing challenge in addressing customer alignment in the Value creating* marketing and operations departments. There is a need to move beyond the limiting scope of only corisklering marketing in relation to customer focus and to incorporate a wider consideration of organisational focus with true measures of customer requirements. Within this thesis each of these issues is addressed. With the support and collaboration of four internet companies, one of the largest surveys of online customers undertaken to date has been completed (n-3403). This has allowed for the construction of a new model of online customer service demands, validated with confirmatory factor analysis, generating a nine factor solution that comprehensively describes customers service demands. Secondly, a wide range of situational factors have been analysed for their suitability as a means of segmenting the marketplace. Structural equation modelling has provided a strong finding that finreripral measures account for far greater variance in customer demands than demographics, confirming the limited usefulness of demographics online and providing a superior replacement. An analysis of marketing and operations personnel in the four supporting companies also provided evidence that marketers were better at understanding customer requirements than their operations colleagues and that in all companies a generally good understanding of customers had resulted in high levels of customer satisfaction. Overall, this body of work stands apart in terms of holism of analysis (customer service quality, segmentation and organisational understanding), depth of analysis (extensive literature review and generation}, depth of research (sample size of n-3403) and rigour of analysis (iterative statistical process) making contributions to the academic body of knowledge and nature of managerial practice in the areas of online retail customer service, market segmentation and organisational analysis.
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Xing, Yuan. "An analysis of physical distribution service quality in the online retail market." Thesis, Heriot-Watt University, 2007. http://hdl.handle.net/10399/1522.
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Pebre, Fábio Miguel de Paiva. "Antecedentes da satisfação e da confiança nos serviços bancários digitais." Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/14736.
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Mestrado em Gestão e Estratégia Industrial<br>O trabalho aqui apresentado teve como principal objetivo efetuar uma análise da perceção que os clientes bancários em Portugal têm sobre a importância da personalização dos serviços online bancários e da facilidade de uso para a sua satisfação com estes mesmos serviços. Foi ainda um objetivo deste trabalho perceber em que medida a satisfação dos clientes com os serviços bancários digitais influencia ou não a confiança dos clientes na sua principal instituição bancária.
Por forma a cumprir com o objetivo proposto e a testar o modelo conceptual, foi efetuado um questionário online do qual se conseguiu obter um total de 202 respostas. No presente estudo avaliou-se o impacto da personalização do serviço online e da facilidade de uso na satisfação dos clientes com o serviço online. Foi ainda estudado o efeito da satisfação dos clientes com os serviços digitais bancários na confiança global dos mesmos na sua principal instituição bancária.
Os resultados obtidos permitiram concluir que a personalização dos serviços online bancários e a facilidade de uso, têm um impacto positivo na satisfação dos clientes com os serviços digitais bancários.
Por outro lado os resultados obtidos neste estudo permitiram também concluir que a satisfação dos clientes com os serviços bancários digitais tem um impacto positivo na confiança global dos clientes com a sua principal instituição bancária.<br>The main objective of this paper is to analyze the perception that banking clients in Portugal have about the importance of personalizing online banking services and facility of use for their satisfaction with these same services. It was also an objective of this work to understand the extent to which customer satisfaction with digital banking, influences customer confidence in its main banking institution.
In order to comply with the proposed objective and to test the conceptual model, an online questionnaire was made, obtaining a total of 202 responses. In the present study, it was evaluated the impact of online service customization and ease of use on customer satisfaction with online service. It was also studied the effect of customer satisfaction with digital banking services on their global trust in their main banking institution.
The results obtained allowed us to conclude that the personalization of online banking services and ease of use have a positive impact on customer satisfaction with digital banking services.
On the other hand, the results obtained in this study also allowed us to conclude that customer satisfaction with digital banking services has a positive impact on clients' overall confidence with their institutional bank.<br>info:eu-repo/semantics/publishedVersion
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HUNG, NGUYEN THAI, and 阮泰興. "A study of service quality in online shopping in Vietnam electronic retailing market: an application of Kano model." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/19926865702645724860.
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碩士<br>國立高雄應用科技大學<br>製造與管理外國學生碩士專班<br>102<br>The internet explosion has opened the door to a new electronic world. Consumers are now able to use the Internet for a variety of purposes such as research, communication, online banking, and even shopping. The Internet is rapidly becoming a main method of communication and of conveniently conducting business. Online shopping is becoming more and more common as a mode of purchase. With the developing rapidly and impressively of shopping online in Vietnam, Forecast to continuously increase in the coming years. However, to better understand the relationship between performance element and customer satisfaction and to optimizing in multiple services by identifying the key quality attributes in customer satisfaction. This study used the Kano model to study service quality in online shopping in Vietnam electronic retailing market by base on 4 service groups to identifying 20 qualities attributes related customer satisfaction. Questionnaire was used to collect data. Kano evaluation was used for data analysis and showed that “Friendly customer service representative” and “Reliable and enthusiastic shipper” respectively has the maximum and minimum impact on customer satisfaction. The analysis also showed that “Resolved problem quickly” and “Ease of making returns/exchanges” has the maximum and minimum impact on customer dissatisfaction.
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Cássio, Pedro Miguel Nunes de Gouveia e. "Boutique hotels: Understanding service quality dimensions through the analysis of online reviews." Master's thesis, 2021. http://hdl.handle.net/10071/24229.
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The Boutique Hotels, small-scale accommodations focused on design and experience, are a
subsector of tourism in fast development and expansion. At the moment, in Portugal, there are
more than 50 accommodations listed as Boutique Hotels, each with specific points of
differentiation. Thus, this study aims to identify and analyze the various dimensions and
attributes that take part in the Boutique Hotel experience, as well as understand how the
experience of each guest varies according to its traveler type (family, business, friends, alone
or couple) and how each one of these attributes impacts the overall consumer satisfaction. At a
time when it is impossible to ignore the impacts of the Covid-19 pandemic on the tourism
sector, this study also aims to deepen on how the Boutique Hotel industry was impacted by this
new reality, predicting its consequences in the next years.
In order to achieve such objectives, 2 studies were applied independently. Initially, a
content analysis of online reviews left by visitors of 12 Boutique Hotels in Portugal was carried
out. Subsequently, 3 managers of Portuguese Boutique Hotels were interviewed in order to
complement the information collected in the previous study.
The results of this analysis revealed that the main attributes of a Boutique Hotel Experience
are: Breakfast, Room, Surrounding Area, Hotel, Recommend the Stay, Arrival Day and Staff.
Moreover, the results prove that each traveler type values different attributes during their
stay in Boutique Hotels. At the same time, this research allowed to detail the main attributes
that lead guests into positively or negatively rate their experience in Boutique Hotels. Finally,
the results of this study point to an exponential growth of the Boutique industry over the next
few years, particularly in urban areas, in the aftermath of the Covid-19 pandemic.
This dissertation contributes to filling a gap in the literature regarding Boutique Hotels, and
allows the managers of these accommodations, in Portugal and other corners of the world, to
withdraw opportunities and suggestions for improvement for their hotels.<br>Os Hotéis Boutique, alojamentos de pequena dimensão focados em design e experiência, são
um subsector do turismo em franco desenvolvimento e expansão. Apenas em Portugal, existem,
à data, mais de 50 alojamentos listados como Hotéis Boutique, cada um com pontos de
diferenciação específicos. Desta forma, o presente estudo visa identificar e analisar as várias
dimensões e atributos que compõem a experiência em Hotéis Boutique, assim como
compreender de que forma a experiência de cada hóspede varia de acordo com o tipo de viajante
(em família, em trabalho, com amigos, sozinho ou em casal) e de que forma cada um destes
atributos impacta a satisfação geral do consumidor. Paralelamente, num momento em que se
torna impossível ignorar os impactos da pandemia de Covid-19 no setor do turismo, o presente
estudo pretende aprofundar de que forma a indústria dos Hotéis Boutique foi impactada por
esta nova realidade, prevendo as suas consequências nos próximos anos.
De forma atingir os objetivos citados, 2 estudos foram aplicados de forma independente.
Inicialmente, foi efetuada uma análise de conteúdo de avaliações online deixadas por visitantes
de 12 Hotéis Boutique em Portugal. Posteriormente, 3 gestores de Hotéis Boutique portugueses
foram entrevistados de forma a complementar as informações recolhidas no estudo anterior.
Os resultados desta análise revelaram que os principais atributos associados à
experiência em Hotéis Boutique são: Pequeno-almoço, Quarto, Área Circundante, Hotel,
Recomendação da Estadia, Dia de Chegada e Staff. Em concordância, os resultados comprovam
que cada tipo de viajante valoriza atributos distintos durante a sua estadia em Hotéis Boutique.
Adicionalmente, esta pesquisa permitiu detalhar quais os principais atributos que conduzem os
hóspedes a classificar positivamente e negativamente a sua experiência em Hotéis Boutique.
Por fim, os resultados deste estudo apontam para um crescimento exponencial da indústria
Boutique durante os próximos anos, particularmente em zonas urbanas, no rescaldo da
pandemia de Covid-19.
Esta dissertação contribui para o preenchimento de uma lacuna na literatura
relativamente a Hotéis Boutique e permite que os gestores destes alojamentos, em Portugal e
restantes cantos do mundo, retirem oportunidades e sugestões de melhoria para os seus hotéis.
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Leiria, Catarina Andrade dos Santos. "Quality of the service provided by Stay Hotel Lisboa Aeroporto: Analysis of online reviews and strategies for improvement." Master's thesis, 2021. http://hdl.handle.net/10071/24032.
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Due to an increasing tourism offer, travelers look for memorable and unique experiences along the whole journey. Furthermore, the technology has been changing the game more than ever, and thus customer feedback, especially the online one, is shaping the whole industry. As such, to succeed and differentiate themselves in the current context, destinations and all organizations related to the tourism and hospitality industry must be able to deliver an outstanding service.
In this context, the objective of the current project is to assess the quality of the service provided by Stay Hotel Lisboa Aeroporto, through the analysis of their online reviews on Booking.com with the Leximancer software. The aim consists of identifying the main themes in guests’ comments shared online and understand which aspects must be improved. This analysis will also be performed segmenting the comments by “rating given”, “room type”, and “traveler type”.
Out of 1711 reviews analyzed, 12 general themes were identified: “staff”, “room”, “location”, “(value for) money”, “stay”, “night”, “service”, “everything”, “pleasant”, “noise”, “comfort” and “recommend”. Overall, gusts were satisfied with their experience at Stay Hotel Lisboa Aeroporto, as almost 60% gave the highest rating possible in their review, whereas only around 2% of the comments corresponded to the lowest ratings (2 and 1).
Shortly, guests were pleased with the hotel’s staff, location, service, and value for money. However, several issues were identified in the online feedback provided by the reviewers, and it is recommended that the hotel addresses them in an appropriate way.<br>Devido à crescente oferta no setor do turismo e hospitalidade, os turistas procuram cada vez mais experiências memoráveis e únicas. Por outro lado, a tecnologia tem mudado a indústria de forma notória e, portanto, o feedback dos consumidores, especialmente o digital, tem moldado a mesma. Assim, para terem sucesso e se diferenciarem no contexto atual, os destinos e todas as empresas cuja atividade está relacionada com a indústia têm que ser capazes de proporcionar um serviço excecional.
Neste contexto, o objetivo deste projeto passa por avaliar a qualidade do serviço prestado pelo Stay Hotel Lisboa Aeroporto, através da análise dos comentários partilhados pelos seus clientes na plataforma Booking.com e recorrendo ao software Leximancer. Procura-se identificar os temas mais comuns existentes no feedback feito online e compreender quais os aspetos a melhorar pelo hotel. Esta análise também será feita por “classificação atribuída”, “tipologia do quarto” e “tipo de viajante”.
Dentro dos 1711 comentários recolhidos, foram identificados 12 temas gerais: “staff”, “quarto”, “localização”, “dinheiro (relação custo-benefício)”, “estadia”, “noite”, “tudo”, “agradável”, “barulho”, “comforto” e “recomendo”. No geral, os clientes ficaram satisfeitos com a experiência oferecida, visto que quase 60% atribuiu a classificação mais alta à sua estadia, enquanto que somente 2% dos comentários correspondiam às duas classificações mais baixas (2 e 1).
Em suma, os clientes ficaram agradados com o staff, a localização, o serviço e a relação custo-benefício do hotel. No entanto, foram identificados vários aspetos nos comentários recolhidos que prejudicavam a estadia, situação que deve ser resolvida da melhor forma possível.
Books on the topic "Service Quality; Online Marketer; e-services"
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Cunningham, Scott, and Todd D. Kendall. Examining the Role of Client Reviews and Reputation within Online Prostitution. Edited by Scott Cunningham and Manisha Shah. Oxford University Press, 2016. http://dx.doi.org/10.1093/oxfordhb/9780199915248.013.17.
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Seller reputation can incentivize the fulfillment of contractual obligations and the provision of noncontractible services if buyers have lower willingness to pay for products offered by sellers with poor reputations. For this reason, reputational mechanisms can substitute for court enforcement of contracts, when court enforcement is costly or unavailable, and more generally can improve sellers’ behavior toward buyers. This Chapter examines the market for professional escorts, a high-quality segment of the market for prostitution. Since prostitution is illegal in most US locations, court enforcement of contracts between buyers and sellers is problematic. We examine how the diffusion of websites that allow escort customers to share information with each other has created an important reputational mechanism where only weak measures of reputation were previously available. We show that the diffusion of one well-known website appears to correlate with a trend toward better escort behavior toward buyers. Welfare implications of this reputational mechanism are, however, ambiguous, since it likely expands the market for prostitution, potentially generating negative externalities.
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Trepulė, Elena, Airina Volungevičienė, Margarita Teresevičienė, et al. Guidelines for open and online learning assessment and recognition with reference to the National and European qualification framework: micro-credentials as a proposal for tuning and transparency. Vytauto Didžiojo universitetas, 2021. http://dx.doi.org/10.7220/9786094674792.
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These Guidelines are one of the results of the four-year research project “Open Online Learning for Digital and Networked Society” (2017-2021). The project objective was to enable university teachers to design open and online learning through open and online learning curriculum and environment applying learning analytics as a metacognitive tool and creating open and online learning assessment and recognition practices, responding to the needs of digital and networked society. The research of the project resulted in 10 scientific publications and 2 studies prepared by Vytautas Magnus university Institute of Innovative Studies research team in collaboration with their international research partners from Germany, Spain and Portugal. The final stage of the research attempted creating open and online learning assessment and recognition practices, responding to the learner needs in contemporary digital and networked society. The need for open learning recognition has been increasing during the recent decade while the developments of open learning related to the Covid 19 pandemics have dramatically increased the need for systematic and high-quality assessment and recognition of learning acquired online. The given time also relates to the increased need to offer micro-credentials to learners, as well as a rising need for universities to prepare for micro-credentialization and issue new digital credentials to learners who are regular students, as well as adult learners joining for single courses. The increased need of all labour - market participants for frequent and fast renewal of competences requires a well working and easy to use system of open learning assessment and recognition. For learners, it is critical that the micro-credentials are well linked to national and European qualification frameworks, as well as European digital credential infrastructures (e.g., Europass and similar). For employers, it is important to receive requested quality information that is encrypted in the metadata of the credential. While for universities, there is the need to properly prepare institutional digital infrastructure, organizational procedures, descriptions of open learning opportunities and virtual learning environments to share, import and export the meta-data easily and seamlessly through European Digital Hub service infrastructures, as well as ensure that academic and administrative staff has digital competencies to design, issue and recognise open learning through digital and micro-credentials. The first chapter of the Guidelines provides a background view of the European Qualification Framework and National Qualification frameworks for the further system of gaining, stacking and modelling further qualifications through open online learning. The second chapter suggests the review of current European policy papers and consultations on the establishment of micro-credentials in European higher education. The findings of the report of micro-credentials higher education consultation group “European Approach to Micro-credentials” is shortly introduced, as well as important policy discussions taking place. Responding to the Rome Bologna Comunique 2020, where the ministers responsible for higher education agreed to support lifelong learning through issuing micro-credentials, a joint endeavour of DG Employment, Social Affairs and Inclusion and DG Research and Innovation resulted in one of the most important political documents highlighting the potential of micro-credentials towards economic, social and education innovations. The consultation group of experts from the Member States defined the approach to micro-credentials to facilitate their validation, recognition and portability, as well as to foster a larger uptake to support individual learning in any subject area and at any stage of life or career. The Consultation Group also suggested further urgent topics to be discussed, including the storage, data exchange, portability, and data standards of micro-credentials and proposed EU Standard of constitutive elements of micro-credentials. The third chapter is devoted to the institutional readiness to issue and to recognize digital and micro-credentials. Universities need strategic decisions and procedures ready to be enacted for assessment of open learning and issuing micro-credentials. The administrative and academic staff needs to be aware and confident to follow these procedures while keeping the quality assurance procedures in place, as well. The process needs to include increasing teacher awareness in the processes of open learning assessment and the role of micro-credentials for the competitiveness of lifelong learners in general. When the strategic documents and procedures to assess open learning are in place and the staff is ready and well aware of the processes, the description of the courses and the virtual learning environment needs to be prepared to provide the necessary metadata for the assessment of open learning and issuing of micro-credentials. Different innovation-driven projects offer solutions: OEPass developed a pilot Learning Passport, based on European Diploma Supplement, MicroHE developed a portal Credentify for displaying, verifying and sharing micro-credential data. Credentify platform is using Blockchain technology and is developed to comply with European Qualifications Framework. Institutions, willing to join Credentify platform, should make strategic discussions to apply micro-credential metadata standards. The ECCOE project building on outcomes of OEPass and MicroHE offers an all-encompassing set of quality descriptors for credentials and the descriptions of learning opportunities in higher education. The third chapter also describes the requirements for university structures to interact with the Europass digital credentials infrastructure. In 2020, European Commission launched a new Europass platform with Digital Credential Infrastructure in place. Higher education institutions issuing micro-credentials linked to Europass digital credentials infrastructure may offer added value for the learners and can increase reliability and fraud-resistant information for the employers. However, before using Europass Digital Credentials, universities should fulfil the necessary preconditions that include obtaining a qualified electronic seal, installing additional software and preparing the necessary data templates. Moreover, the virtual learning environment needs to be prepared to export learning outcomes to a digital credential, maintaining and securing learner authentication. Open learning opportunity descriptions also need to be adjusted to transfer and match information for the credential meta-data. The Fourth chapter illustrates how digital badges as a type of micro-credentials in open online learning assessment may be used in higher education to create added value for the learners and employers. An adequately provided metadata allows using digital badges as a valuable tool for recognition in all learning settings, including formal, non-formal and informal.
Book chapters on the topic "Service Quality; Online Marketer; e-services"
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Egger, Roman, Angela Pagiri, Barbara Prodinger, Ruihong Liu, and Fabian Wettinger. "Topic Modelling of Tourist Dining Experiences Based on the GLOBE Model." In Information and Communication Technologies in Tourism 2022. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94751-4_32.
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AbstractThe needs of travellers vary across cultures. When it comes to culinary aspects, there is a strong connection between gastronomy and culture. To optimise service offerings, investigation of the essential aspects of dining experiences in relation to cultural backgrounds is of great importance. In the age of digitalisation, tourists share their dining experiences throughout their multiphasic travel journey via online platforms. By considering nine distinct cultural backgrounds, this research aims to investigate tourist experiences based on TripAdvisor restaurant reviews through topic modelling, using the city of Salzburg as its study context. Depending on one’s cultural circumstances, the findings demonstrate that the most important aspects include staff, food-menu items, value for money, restaurant physical appearance, food authenticity, overall service, menu offers, food quality, atmosphere, and recommendations. This study advances the state-of-the-art knowledge of societal culture as a variable in the target market analysis of restaurant customers. Findings allow restaurant owners, other tourism service providers, and destination management organisations to analyse and adapt their service offerings and strategies accordingly.
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Azemi, Yllka, and Wilson Ozuem. "Online Service Failure and Recovery Strategy." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9776-8.ch006.
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The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in the evolving social media. To date, empirical studies have focused on service failures and recovery strategies in online marketing environments, but pay limited attention to social media platforms. This paper aims to provide some insights on the need for a broader conceptualisation of service failure and recovery strategies, incorporating social media platforms for the development of effective marketing communications programme.
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Chang, Shu-Fong, Jen-Chi Chang, Kuo-Hua Lin, et al. "Measuring the Service Quality of E-Commerce and Competitive Strategies." In Web-Based Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch019.
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The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.
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Alves, Gisela Maia, Bruno Miguel Sousa, and Ana Machado. "The Role of Digital Marketing and Online Relationship Quality in Social Tourism." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9783-4.ch003.
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The literature widely suggests that the digital media has greatly impacted the way a marketer reaches today's consumer. The adaptive process enabled by the digital technologies creates value in new ways in new digital environments. Therefore, social tourism has been defined as the effects and phenomena that result from the participation in tourism and more specifically from the participation of low-income groups. The chapter focuses on accessible tourism and tourism for all. A case study will be present. This chapter will discuss the increasing phenomena of online relationship and digital marketing in specific social tourism contexts. Based on the literature review, the authors will develop a research propositions that connect the online relationship quality dimension developed by the relational marketing (i.e., online contexts) with the consequent e-satisfaction and word-of-mouth (eWOM). The authors also considered some implications for management, as well as give suggestions for future lines of research.
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Turulja, Lejla, and Merima Činjarević. "Connecting the Dots Between E-CRM and Customer Loyalty." In Handbook of Research on Technology Applications for Effective Customer Engagement. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-4772-4.ch009.
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The main purpose of this study is to investigate the effects of e-CRM tactics on customer loyalty in B2C markets. In addition, this study attempts to explore the mediating roles of customer service quality and perceived value in the e-CRM – customer loyalty relationship. Moreover, the current research explores the relative importance of individual e-marketing tactics (personalization, reward program, online community, and customer service quality) is a customer loyalty model. A conceptual model is empirically tested in the context of the bank industry, using a sample of 203 bank users. The results indicate that e-CRM has a positive indirect effect on customer loyalty via customer service quality. The findings suggest that online services, personalization, and ease of website navigation are the most important factors in influencing customer loyalty. The present study enhances our understanding of the importance of individual e-CRM tactics in influencing customer loyalty and thereby provides valuable insights for marketing managers in service sectors, particularly the banking sector.
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Roberts, Mary L. "Interactive Brand Experience." In Advances in Electronic Marketing. IGI Global, 2005. http://dx.doi.org/10.4018/978-1-59140-321-0.ch006.
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E-marketing has evolved from an environment that was solely direct response to one that includes significant opportunities for brand development. Internet marketing uses a rich set of tools to create exceptional customer experience that results in strong relationships with the brand. Off-line tools like elements of the brand and image-building promotional programs are as important as ever in building brand equity. To those have been added online tools, including personalization, customization, cocreation, purchase-process streamlining, self-service, brand community, rich media, product self-design tools, and dynamic pricing. This gives the marketer a rich choiceboard of off-line and online techniques from which to select the most appropriate for the brand and any given promotional activity. The challenges are to select the most effective tools and then to execute flawlessly and seamlessly at all customer touchpoints to achieve the desired quality of customer experience.
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Kwok, Sai Ho. "DRM Technology for Mobile Multimedia." In Encyclopedia of Information Science and Technology, First Edition. IGI Global, 2005. http://dx.doi.org/10.4018/978-1-59140-553-5.ch161.
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Mobile multimedia has been promoted as a promising service and application in mobile e-commerce (m-commerce) by many mobile operators and mobile service providers, when high-speed mobile networks are expected to take off in the near future. However, at present, mobile multimedia is still in its infancy, accessed by relatively low-end mobile devices with limited bandwidth and resources. A typical example is Orange in Hong Kong which launched a low-grade multimedia service in 2000 to test the market with current mobile technologies. Due to the physical constraints of a 2.5G mobile network, audio broadcast is the best service that the network can offer up to date. However, in the near future, when advanced mobile networks and technologies become available, higher demands will be placed on the quality of mobile multimedia services. Such services support both audio and video data, for example, video conferencing, music video, video-on-demand and so on. Rights management deserves more serious concern because intellectual property of distributed multimedia content is as valuable as a company’s physical assets (Doherty, 2002). This will become even more important when mobile multimedia services become marketable and an essential part of the business. The purpose of a digital rights management (DRM) system is to allow owners of digital assets (movies, songs) to distribute their products/services/contents electronically in a controlled way (Peinado, 2002). DRM technology makes various online payment schemes possible, such as pay-per-view, pay-per-download, pay-per-game and so on. Hence, mobile service providers are able to control end users’ use of, and accessibility to, their products, and stand to gain huge profits from this capability with the DRM technology (Foroughi, Albin, & Gillard, 2002). A successful DRM system should address both business and technical issues (Grab, 2002), but this chapter only addresses and presents issues in the technical side due to the nature of this book. We present some critical issues of mobile DRM for mobile multimedia. A proposal of mobile DRM framework is presented to meet the urgent DRM needs with the existing 2.5G mobile technology. This chapter is concluded by presenting future directions of mobile DRM for mobile multimedia.
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Kwok, Sai Ho. "DRM Technology for Mobile Multimedia." In Mobile Computing. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-054-7.ch092.
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Mobile multimedia has been promoted as a promising service and application in mobile e-commerce (m-commerce) by many mobile operators and mobile service providers, when high-speed mobile networks are expected to take off in the near future. However, at present, mobile multimedia is still in its infancy, accessed by relatively lowend mobile devices with limited bandwidth and resources. A typical example is Orange in Hong Kong which launched a low-grade multimedia service in 2000 to test the market with current mobile technologies. Due to the physical constraints of a 2.5G mobile network, audio broadcast is the best service that the network can offer up to date. However, in the near future, when advanced mobile networks and technologies become available, higher demands will be placed on the quality of mobile multimedia services. Such services support both audio and video data, for example, video conferencing, music video, video-on-demand and so on. Rights management deserves more serious concern because intellectual property of distributed multimedia content is as valuable as a company’s physical assets (Doherty, 2002). This will become even more important when mobile multimedia services become marketable and an essential part of the business. The purpose of a digital rights management (DRM) system is to allow owners of digital assets (movies, songs) to distribute their products/services/contents electronically in a controlled way (Peinado, 2002). DRM technology makes various online payment schemes possible, such as pay-per-view, pay-perdownload, pay-per-game and so on. Hence, mobile service providers are able to control end users’ use of, and accessibility to, their products, and stand to gain huge profits from this capability with the DRM technology (Foroughi, Albin, & Gillard, 2002). A successful DRM system should address both business and technical issues (Grab, 2002), but this chapter only addresses and presents issues in the technical side due to the nature of this book. We present some critical issues of mobile DRM for mobile multimedia. A proposal of mobile DRM framework is presented to meet mobile technology. This chapter is concluded by presenting future directions of mobile DRM for mobile multimedia.
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Pierre, Samuel. "Mobile Electronic Commerce." In Mobile Computing. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-054-7.ch003.
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Mobile electronic commerce (or m-commerce) is generally defined as the set of financial transactions that can be carried out over a wireless mobile network (Pierre, 2003; Varshney, 2001; Varshney, Vetter, & Kalakota, 2000). According to this definition, m-commerce constitutes a subset of all electronic commercial transactions (electronic commerce or e-commerce) from business- to-consumer (B2C) or business-to-business (B2B). Thus, short personal messages such as those from short messaging system (SMS) sent between two individuals do not fall within the category of m-commerce, whereas messages from a service provider to a salesperson or a consumer, or vice versa, do fit this very definition. M-commerce appears an emerging manifestation of Internet electronic commerce which meshes together concepts such as the Internet, mobile computing, and wireless telecommunications in order to provide an array of sophisticated services (m-services) to mobile users (Paurobally, Turner, & Jennings, 2003). Before purchasing a product, clients need services such as those used to search for a product and a merchant who offer the lowest price for this product. Consumers also like to participate in auctions and analyze the quality/price ratio of a product for a certain number of suppliers (Jukic, Sharma, Jukic, & Parameswaran, 2002). Online shopping for a given product is becoming increasingly popular, and electronic purchasing and bargaining consist of looking up and deciphering the contents of electronic catalogues prior to making a decision. To automate this process and to ensure that these documents are comprehensible to computers, they must have a standard format. Such services exist in standard commerce; however, in e-commerce, they require further consideration such as those related to the market dynamics, the variety of platforms, and the languages used by various merchant sites (Itani, & Kayssi, 2003; Lenou, Glitho, & Pierre, 2003).
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Khadraoui, Momouh, Béat Hirsbrunner, D. Khadraoui, and F. Meinköhn. "Multimedia Standards for iTV Technology." In Encyclopedia of Multimedia Technology and Networking, Second Edition. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-014-1.ch136.
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Forms of broadcast media, such as TV and radio, are considered passive because the consumer simply receives the message and does not choose whether or not view or to listen (other than by changing the channel). Interactive television (iTV) is changing this. It gives users control over the programs they receive, as well as a range of online services such as electronic programming guides, e-mail, e-commerce, games, interactive advertising, video on demand (VOD), and Web browsing. This is taking place by creating enhanced programming and offering compelling interactive services. The iTV market is growing at a remarkable rate. Its services have been launched across many countries, including in much of Europe and the U.S. According to the state of interactive TV 2005 report from Kagan Research at present (http://www.kagan.com/), 34.1 million households subscribe to iTV services, and the number of subscribers is expected to reach 69 million by 2009. Revenues from electronic transactions for games, television, or t-commerce (television commerce), and interactive advertising are estimated to reach $2.4 million by 2009. During the same period, we estimate that the interactive services segment will generate $780 million in operator revenue or cable, digital broadcast satellites (DBS), and telecoms. The switch from analog TV to digital television is referred to as the digital TV (DTV) transition. We expect that in the coming decade most broadcast signals will become digital. In 1996, the U.S. Congress authorized the distribution of an additional broadcast channel to each TV broadcaster so that they could introduce DTV service while simultaneously continuing their analog TV broadcasts (http://www.dtv.gov/consumercorner.html). In Europe several countries have already started making digital transmissions, and gouvernment has developed a roadmap that indicates when all transmissions will be digital. For the industry point of view, over the past few years it has been developing and selling devices for digital transmission and reception. The growing integration trend between personal computers and digital TV will affect the birth of new emerging markets for interactive TV broadcasting and Web TV. They can offer several different simultaneous TV programs, with visual and sound quality that is equal to or better than what is generally available nowadays. In addition, broadcasters can simultaneously transmit a variety of other information through a data bit stream to both enhance TV programming and to provide entirely new services (http://www.dtv.gov/consumercorner.html). Both set-top boxes (STB) and DTV are able to handle digital content. The advantages of DTV consist of audio and video quality improvement, providing more channels, more languages per channel, and additional data, for instance applications delivering.
Conference papers on the topic "Service Quality; Online Marketer; e-services"
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"Online Service Quality of Web-Based E-Mail-Services - An Empirical Study for the German Market." In 2009 42nd Hawaii International Conference on System Sciences. IEEE, 2009. http://dx.doi.org/10.1109/hicss.2009.332.
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Canós Darós, Lourdes, Mais Hamdan, and Ester Guijarro. "Factors that influence the people to provide an online review." In INNODOCT 2022. Editorial Universitat Politècnica de València, 2023. http://dx.doi.org/10.4995/inn2022.2022.15714.
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Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, social media make it easier to attract new customers. In this context, electronic word of mouth or online customer reviews are the favorable or unfavorable statements made by customers regarding product or services quality, price or other variables, made for other people. If customers decide to buy intangible services or products, they rely on online opinions and experienced customers. The people not only share their experiences and information, but they also exchange ideas, attitudes, and suggestions. So, the online community motivates other people to experience traveling after listening to other people’s stories and experiences. Online review communication in social media and customer opinion platforms is a vital e-marketing phenomenon. In this paper, first, we explain the importance of electronic word of mouth for a company’s marketing strategy. Second, we reflect on the motivation of the customers to create online content as regards a product, a service, or a company, presenting some factors that affect the individual intention to offer an online review.
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Canós Darós, Lourdes, Mais Hamdan, and Ester Guijarro. "Factors that influence the people to provide an online review." In INNODOCT 2022. Editorial Universitat Politècnica de València, 2023. http://dx.doi.org/10.4995/inn2022.2023.15714.
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Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, social media make it easier to attract new customers. In this context, electronic word of mouth or online customer reviews are the favorable or unfavorable statements made by customers regarding product or services quality, price or other variables, made for other people. If customers decide to buy intangible services or products, they rely on online opinions and experienced customers. The people not only share their experiences and information, but they also exchange ideas, attitudes, and suggestions. So, the online community motivates other people to experience traveling after listening to other people’s stories and experiences. Online review communication in social media and customer opinion platforms is a vital e-marketing phenomenon. In this paper, first, we explain the importance of electronic word of mouth for a company’s marketing strategy. Second, we reflect on the motivation of the customers to create online content as regards a product, a service, or a company, presenting some factors that affect the individual intention to offer an online review.
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Hučková, Regina, and Martina Semanová. "THE POSITION AND REGULATION OF GATEKEEPERS IN THE CONTEXT OF THE NEW EUROPEAN LEGISLATION." In The recovery of the EU and strengthening the ability to respond to new challenges – legal and economic aspects. Faculty of Law, Josip Juraj Strossmayer University of Osijek, 2022. http://dx.doi.org/10.25234/eclic/22441.
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Over the last two decades, a better digital transformation has fundamentally changed the global economy and society. Digital services have become new tools and their importance for our social and economic life will continue to grow. When we adopted the e-commerce directive 20 years ago, many digital services and platforms such as Google, Amazon or Booking were in their initial stage or did not yet exist. The blockades as the consequence of the COVID pandemic have now strengthened the role of online platforms. People have changed their habits towards the online world so that they can do business, shop, work, learn and socialize. COVID-19 has led to an increase in online e-commerce and an increase in fraud, unfair practices, and other illegalities of various formats. The crisis has exposed the system’s existing gaps and weaknesses, which has allowed dishonest services and traders to exploit people’s current insecurity. The Commission has proposed an ambitious reform of the digital space, a comprehensive set of new rules for all digital services, including social media, online marketplaces and other online platforms operating in the European Union: The Digital Services Act and The Digital Markets Act. In this article, we will look at the Commission’s proposal for The Digital Markets Act (DMA), which was published on December 15, 2020. In the last few years, it has been concluded that a small number of large digital platforms act as “gatekeepers” because they are essential gateways between business users and their potential customers. This allows these platforms to take advantage of the enterprise users’ dependence on their services by imposing unfair business conditions. As this issue may not be adequately addressed in competition law, it has led the European Commission to propose a Digital Markets Act (DMA). The DMA should introduce more flexibility and adaptability in terms of imposing the “gatekeeper” obligations. In this article, we will focus on the question of which digital platforms should be subject to ex ante regulation, and thus also the obligations contained in the DMA proposal. The methodology used to identify the “gatekeepers” cannot be separated from the problems that ex ante regulation seeks to address, as otherwise the DMA could end up regulating the wrong set of companies. The DMA proposal describes “gatekeepers” as providers of the core platform service (CPS) that meet three cumulative quality criteria. These criteria are presumed to be met if the relevant CPS provider meets the quantitative size thresholds. DMA includes a mechanism that allows CPS providers who meet these quantitative thresholds to escape labelling. This article reveals the various provisions of the DMA and explains why the Commission has decided to regulate “gatekeepers” and how it can prevent the damage caused by large digital platforms.
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Dubovyi, Ruslan, and Valerii Denysiuk. "INFORMATION TECHNOLOGY FOR THE ADAPTATION OF WEB-RESOURCE "INSURANCE COMPANY" AS A MOBILE APPLICATION." In 17th IC Measurement and Control in Complex Systems. VNTU, 2024. https://doi.org/10.31649/mccs2024.3-05.
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In the current state of society, where technology is rapidly developing, a web presence is becoming a necessary component of business success. Insurance companies are no exception, as they provide important financial services that require access and communication with customers. The introduction of a web resource for an insurance company is becoming an urgent task for improving communication with clients, ensuring the convenience and speed of access to information and services. The first thing to consider is the growing popularity of online shopping and online services. Customers are increasingly looking for an opportunity to obtain an insurance policy or to obtain information about the services of an insurance company directly on the Internet. A web resource for an insurance company creates an opportunity to attract new customers and retain the existing customer base, thanks to the convenience and speed of service. The second factor of relevance is competition in the market of insurance services. New insurance companies appear every year, which leads to increased competition. Creating a web resource for an insurance company allows you to stand out among competitors, emphasize your professionalism, high quality of services and ease of communication with clients. In addition, the web resource of the insurance company provides the possibility of effective management of client data and processes. This allows the insurance company to store and analyze customer data, identify their needs and offer appropriate insurance solutions. Analyzing the data obtained through the web resource helps insurance companies to understand their customers better, as well as to improve their services and adapt to the changing needs of the market. The topicality of the topic is due to the growing demands of users for the availability and convenience of obtaining insurance services through mobile devices. The article analyzes the main stages of adaptation, including interface design, functionality optimization and data security. Special attention is paid to methods of improving interaction with the user and integration of modern technologies. The advantages of the mobile application for users and the company, as well as potential challenges arising during the implementation of the project, are highlighted. The results of the study can serve as a basis for further developments in the field of digitalization of insurance services.
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Zhou, Ruiting, and Jianqun Cui. "An Efficient Online Market Mechanism for Resource Leasing in Cloud Radio Access Networks." In 2018 IEEE/ACM 26th International Symposium on Quality of Service (IWQoS). IEEE, 2018. http://dx.doi.org/10.1109/iwqos.2018.8624160.
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Viet Le, Anh, Thu Huong Nguyen, and Joel Francis F. Hernandez. "CUSTOMER RESTAURANT SELECTION FACTORS IN VEGAN RESTAURANTS: AN EVALUATION OF ONLINE REVIEWS IN MELBOURNE VEGAN RESTAURANTS." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.019.
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Restaurants are constantly adapting towards customers’ wants and needs. Vegan restaurants have become increasingly popular, particularly in Melbourne, which is one of the fastest growing vegan markets in the world. While there is literature and evidence of restaurant selection factors in general restaurants, there are no specific studies in vegan restaurants. The aim of this study is to determine the customer restaurant selection factors in vegan restaurants by way of a qualitative content analysis of 5 popular Melbourne vegan restaurants with 10 reviews each. This study found that similar to general restaurants that serve meat, vegan restaurants are chosen mainly because of their food quality and service quality. Vegan restaurants must continue to build on the quality of their food and prioritize putting the same amount of focus on service quality, as poor service quality can completely tarnish the entire dining experience.
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Vučković, Jelena. "ULOGA INTERNETA U PRUŽANjU MEDIJSKIH USLUGA." In XVIII Majsko savetovanje. University of Kragujevac, Faculty of Law, 2022. http://dx.doi.org/10.46793/xviiimajsko.555v.
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In the paper, the author suggests that the emergence of the Internet as a global network that exceeds spatial and time limits has accelerated and qualitatively changed the way media services are provided. While grass-media outlets such as radio, radio and even television have been slow to develop their media offerings, The internet has accelerated this offer and made it more diverse and accessible to more users, especially middle and younger ages, who are more understanding and understanding. Unlike earlier times, the amount of time it takes to provide a media service to audiences has been reduced to a minimum. The speed of technoloc development leads to a complete service at a time, from portals, to video on the substew, podcasts, video sharing platforms, etc. The world of media exclusivity has long been the same. The media communication on the market is two-way, and the information comes from a variety of sources that aren't always easily verified. A citizen becomes a participant in the online space and online marketplace with a single click on a computer or mobile phone screen. Internet platform owners are racing to find a better business model for themselves, managing to gradually suppress traditional media from the media market. These days, modern societies are affected on two levels. The first is political and the second is economic. Democratic institutions and freedom of expression are threatened by the emergence of malign intelligence, misinformation and disinformation, which affects the quality of electoral prostitution and the work of political institutions. The essence of democratic tissue is in serious danger. The economic aspect is reflected in the construction of a special click-based online model, in which internet businesses create challenges of competitiveness, fairness and opportunities to enter markets, as the main online platforms more or less control the ecosystems of the digital economy. The media service market is experiencing a deep "platformization," making the internet platform a dominant infrastructure and economic model in the media sector. An important role in both of these pro-öes, political and economic, has etho-chambers, i.e. algorithms for monitoring the behaviour of internet users. The media ecosystem is becoming more viral and less realistic. This gives science research these phenomena the characteristics of a thought experiment or paradox.
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Gagauz, Valeriu. "Какие навыки нужны маркетологам в условиях цифровизации экономики? Ожидания предпринимателей". У International Scientific-Practical Conference "Economic growth in the conditions of globalization". National Institute for Economic Research, 2023. http://dx.doi.org/10.36004/nier.cecg.i.2023.17.13.
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Rapid digital changes, the digitalization of entrepreneurship and marketing, present new challenges to marketers, demanding updated skills and strategies. With the growth of online commerce, entrepreneurs are now competing in the digital space, making professional skills in digital marketing crucial for their success. Based on a sociological study conducted by the author in May-June 2023 among Moldovan entrepreneurs, the perceptions and expectations of entrepreneurs regarding marketing were explored. The in-demand marketing services and also offers some recommendations for improving training in the field of marketing are analyzed. Business representatives assign a wide range of activities to marketers, including continuous monitoring of supply and demand changes, customer interactions and analytics, product and service promotion, understanding and optimizing websites for search engines, creating high-quality content, competitor analysis, and more. The primary expectations of entrepreneurs are to attract new customers and increase sales volume as entrepreneurs prioritize the expansion of their customer base and increasing revenue, which are key indicators of success for most companies. Large enterprises are more focused on brand recognition, market share expansion, and the introduction of new products and services. Meanwhile, small and medium-sized business owners aim to enhance their company's image and increase profitability. The study also identifies the challenges that entrepreneurs face in digitizing their marketing activities. This underscores the complexity of adapting to new digital requirements and the need to acquire new knowledge and approaches. Small and medium-sized business owners, often acting as the marketers of their companies due to limited resources, themselves require knowledge in the field of digital marketing. Based on the findings, the author concludes that there is a need for a broader application of innovative teaching methods in the training and retraining of marketing professionals.
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Zhang, Hong, Yuxin Liao, Lingtong Ma, Yi Lv, and Jun Luo. "Online Resource Scheduling Mechanism for Quality of Service Assurance in Intelligent Medical." In 2023 IEEE International Conference on E-health Networking, Application & Services (Healthcom). IEEE, 2023. http://dx.doi.org/10.1109/healthcom56612.2023.10472357.
Full textReports on the topic "Service Quality; Online Marketer; e-services"
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Bayudan-Dacuycuy,, Connie, Aniceto Jr Orbeta, Anna Rita Vargas, and Ma Kristina Ortiz. https://pids.gov.ph/publication/discussion-papers/an-evaluation-of-the-tertiary-education-subsidy-program-context-input-process-and-product. Philippine Institute for Development Studies, 2024. http://dx.doi.org/10.62986/dp2024.22.
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This study evaluates the Tertiary Education Subsidy (TES), a key component of the Universal Access to Quality Tertiary Education Act (Republic Act No. 10931), which aims to provide financial support to underprivileged Filipino students in higher education. Employing a mixed-methods approach, the study integrates quantitative and qualitative data through key informant interviews, an online survey of TES grantees, and secondary data from government agencies. The Context, Input, Process, Product evaluation framework guides the research, assessing the TES program across four dimensions: context, appropriateness of instruments, alignment of processes, and program outcomes. The study explores critical issues in the program’s implementation, such as access, equity, quality, and labor market outcomes. It assesses the alignment of TES regulations and processes with the law’s objectives, identifying challenges in grantee selection, fund disbursement, and monitoring. It also provides recommendations to improve the program’s design, operations, student support services, and monitoring.
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Colomb, Claire, and Tatiana Moreira de Souza. Regulating Short-Term Rentals: Platform-based property rentals in European cities: the policy debates. Property Research Trust, 2021. http://dx.doi.org/10.52915/kkkd3578.
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Short-term rentals mediated by digital platforms have positive and negative impacts that are unevenly distributed among socio-economic groups and places. Detrimental impacts on the housing market and quality of life of long-term residents have been particular contentious in some cities. • In the 12 cities studied in the report (Amsterdam, Barcelona, Berlin, Brussels, Lisbon, London, Madrid, Milan, Paris, Prague, Rome and Vienna), city governments have responded differently to the growth of short-term rentals. • The emerging local regulations of short-term rentals take multiple forms and exhibit various degrees of stringency, ranging from rare cases of laissez-faire to a few cases of partial prohibition or strict quantitative control. Most city governments have sought to find a middle-ground approach that differentiates between the professional rental of whole units and the occasional rental of one’s home/ primary residence. • The regulation of short-term rentals is contentious and highly politicised. Six broad categories of interest groups and non-state actors actively participate in the debates with contrasting positions: advocates of the ‘sharing’ or ‘collaborative’ economy; corporate platforms; professional organisatons of short-term rental operators; new associations of hosts or ‘home-sharers’; the hotel and hospitality industry; and residents’ associations/citizens’ movements. • All city governments face difficulties in implementing and enforcing the regulations, due to a lack of sufficient resources and to the absence of accurate and comprehensive data on individual hosts. That data is held by corporate platforms, which have generally not accepted to release it (with a few exceptions) nor to monitor the content of their listings against local rules. • The relationships between platforms and city governments have oscillated between collaboration and conflict. Effective implementation is impossible without the cooperation of platforms. • In the context of the European Union, the debate has taken a supranational dimension, as two pieces of EU law frame the possibility — and acceptable forms — of regulation of online platforms and of short-term rentals in EU member states: the 2000 E-Commerce Directive and the 2006 Services Directive. • For regulation to be effective, the EU legal framework should be revised to ensure platform account- ability and data disclosure. This would allow city (and other ti ers of) governments to effectively enforce the regulations that they deem appropriate. • Besides, national and regional governments, who often control the legislative framework that defines particular types of short-term rentals, need to give local governments the necessary tools to be able to exercise their ‘right to regulate’ in the name of public interest objectives.