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1
O'Brien, Ingrid M., Robyn Ouschan, Wade Jarvis, and Geoffrey Norman Soutar. "Drivers and relationship benefits of customer willingness to engage in CSR initiatives." Journal of Service Theory and Practice 30, no. 1 (March 25, 2020): 5–29. http://dx.doi.org/10.1108/jstp-08-2018-0186.
Анотація:
PurposeThe purpose of this paper is to assess the impact of CSR initiative preference, customer helping orientation and customer participation on willingness to engage in CSR and to demonstrate the influence this engagement has on their commitment and loyalty to the organisation.Design/methodology/approachThis study entailed an online survey of customers from a large not-for-profit organisation (n = 210). Choice modelling is used to test a structural equation model of drivers and outcomes of willingness to engage in CSR.FindingsResults demonstrate the CSR initiative preferred by customers has a stronger impact on their willingness to engage with the CSR initiative (volunteering their time, effort, money) than either customers' helping orientation or customer participation. Furthermore, willingness to engage in CSR influences customer commitment and loyalty to support and recommend the organisation.Research limitations/implicationsThe results clearly demonstrate the significant impact that customers' preferences for and willingness to engage in CSR initiatives have on customers' relationship with not-for-profit organisations.Social implicationsThe results highlight the importance of taking into account customer preferences for CSR issues to encourage customers to engage in CSR initiatives designed to benefit society.Originality/valueTraditionally CSR literature has focused on how commercial firms' engagement in CSR creates value for the firm and society. The marketing literature has focused on how customer engagement in brand communities benefits the firm. This study extends the research by exploring customers’ willingness to engage in CSR with not-for-profit organisations. It uses Choice modelling to demonstrate the impact of customer preferences for local and aligned CSR initiatives on customer willingness to engage.
2
Dudík, Roman, Vlastimil Borůvka, Marcel Riedl, and Tomáš Holeček. "DATA MINING AND ITS IMPACT ON MARKETING COMMUNICATION – CASE: HEAT-TREATED BIRCH WOOD." WOOD RESEARCH 66(3) 2021 66, no. 3 (July 20, 2021): 463–76. http://dx.doi.org/10.37763/wr.1336-4561/66.3.463476.
Анотація:
The article presents the results of a marketing survey in the area of customer preferences in the case of different degrees of heat-treated solid wood and birch veneer. Part of the marketing survey was a questionnaire survey, where the respondents, as potential customers, expressed their preferences for individual samples which, at first glance, differed in colour due to the different degrees of heat treatment. The result of the research is a clear preference for the heat-treated samples compared to the reference sample without heat treatment. A more detailed secondary analysis of the data from the questionnaire survey was performed with regard to the gender, age and education of the respondents. Here, too, it is possible to conclude a clear preference for heat-treated samples for these groups of respondents. The article also analyses the possibilities of the marketing strategy with a focus on marketing communication, especially in relation to wood processors and producers.
3
Almunawar, Mohammad Nabil, Muhammad Anshari, Heru Susanto, and Chin Kang Chen. "Revealing Customer Behavior on Smartphones." International Journal of Asian Business and Information Management 6, no. 2 (April 2015): 33–49. http://dx.doi.org/10.4018/ijabim.2015040103.
Анотація:
Recent development of mobile phones is very interesting as the new generation, known as “smart phones”, offer highly attractive features. The main advantage of smart phones is the ability to connect to the Internet from anywhere, consequently enabling them to remain continuously in touch with their social networks. This paper discusses how consumers in Brunei Darussalam (Brunei) responded to the survey of smart phones. A Theory of Reasoned Action Model is used to understand customers preference in choosing a specific product over the other. To assess the use of smart phones, the authors conducted surveys with consumers, stressing on product preferences, consumption behavior of smart phones, as well as opinions on the functionality of smart phones. The smart phone market in Brunei is dominated by the younger generation who is less sensitive towards price. In terms of usability, consumers prefer smart phones more than tablets or other mobile devices, the reason for their preference being the superior functional features which exist in smart phones.
4
Xie, Xiaoqing (Kristine), Chris K. Anderson, and Rohit Verma. "Customer Preferences and Opaque Intermediaries." Cornell Hospitality Quarterly 58, no. 4 (January 6, 2017): 342–53. http://dx.doi.org/10.1177/1938965516686108.
Анотація:
Using two choice-based experiments, we evaluate consumer preferences hotel attributes for firms selling hotel rooms across three online distribution channel formats: full information, semi-opaque, and opaque online travel agents. A multinomial logit model is used to analyze the experimental data and measure consumer trade-offs between price and other product attributes. We then use these preferences to determine optimal channel selling strategies. Our optimal channel strategies illustrate under what conditions firms should add opaque distribution channels and the resulting incremental revenue obtained with the setting of optimal channel specific prices. We deploy two choice-based experiments, traditional and menu-based, in an effort to add flexibility to survey respondents in choice selection. As part of our analysis, we compare managerial insights from analysis based on traditional choice-based experiments to that using menu-based choice experiments. In general, we indicate that both forms of opaque selling increase firm demand and that with appropriate pricing can also increase firm revenue. In addition, opaque channels have elevated price sensitivity and increased impact of guest reviews versus traditional online travel agents.
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Natasha, Isabella, and Robert La Are. "The Impact of Online Reviews and Ratings on Customer Hotel Preferences, Case Study: Tripadvisor." ICONIET PROCEEDING 2, no. 4 (February 14, 2019): 302–11. http://dx.doi.org/10.33555/iconiet.v2i4.48.
Анотація:
Online hotel reviews is an important source for customers to find out the products and service quality. Online hotel reviews consist of reviews and ratings. The best online reviews website in TripAdvisor. In this era, online reviews are really important and could affect customer preferences in choosing a hotel. The aim of this research is to analyze in what extent do online reviews and ratings affect customer preferences. This study use survey by distributing a total of 100 questionnaires in order to gain the data. Then, the data will be proceed through SPSS to test the validity, reliability, classical assumption, and multiple regression analysis. The results indicatedthat both of the variables (online reviews and ratings) positively impact customer preferences in choosing a hotel. However, online reviews has a bigger impact towards customer preferences rather than online ratings. It is recommended for TripAdvisor to weed out the fake reviews and guarantee the trustworthy reviews. For the hotel managers, it is recommended to response both, positive and negative reviews that made by customers in TripAdvisor, because it could change someone’s perceptions into the good feeling of the hotel.
6
Kostrzewska, Martyna, and Daria Emilia Wrukowska. "ONLINE SHOPPING PREFERENCES OF POLISH AND CHINESE CONSUMER – COMPARATIVE ANALYSIS." Zeszyty Naukowe Wyższej Szkoły Humanitas Zarządzanie 21, no. 2 (June 30, 2020): 219–34. http://dx.doi.org/10.5604/01.3001.0014.2887.
Анотація:
The purpose of this paper is to evaluate the level of satisfaction of e-service customers from Poland and China through identification of gaps between customer expectations and the degree to which such expectations are met by providers of online services. Towards this end the E-Servqual method was employed, which enabled the measurement of customer expectations as to the quality of key aspects of online services relative to the actual degree to which customer expectations were met. This survey shows how respondents perceive the quality of online services and their preferences in this respect. Based on the seven dimensions of the E-Servqual scale, i.e. contact, efficiency, reliability, fulfilment, privacy, responsiveness, compensation, the present author proposed her own measures of e-services quality.
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Yusma F, Jenio. "CUSTOMER PREFERENCE IN STORING WADIAH YAD DHAMANAH SAVINGS (Survey at Bank BRI Syariah KCP Setiabudhi)." Review of Islamic Economics and Finance 1, no. 1 (December 19, 2018): 10. http://dx.doi.org/10.17509/rief.v1i1.16157.
Анотація:
This research aims to know the influence of product quality, and quality service to the customer's preferences in store savings wadiah yad dhamanah. The method used was explanatory survey with multiple linear regression test tool. The respondents of the research was Bank BRI Syariah KCP Setiabudhi Bandung. As for the sampling technique used is a sampling of saturated. The results showed a preference Bank BRI Syariah KCP Setiabudhi can be categorized and significantly higher client preferences are influenced by the variable quality of product and service quality.
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Ganesh, Gopala K., and Erramilli M. Krishna. "Customer Preference For Alternative Credit Card Based Payment Methods: Some Empirical Evidence." Journal of Applied Business Research (JABR) 3, no. 3 (October 31, 2011): 137. http://dx.doi.org/10.19030/jabr.v3i3.6524.
Анотація:
This article looks at consumer preferences for two major types of credit cards viz: (1) national credit cards i.e. bank credit cards and travel and entertainment cards that are typically accepted at a wide variety of establishments and (2) store credit cards whose acceptance is typically limited to stores that constitute a department store chain. Through a mail survey, an attempt is made to identify the reasons for card preferences and distinguishing background characteristics of individuals with a distinct preference.
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Yang, Xia, Zafar U. Ahmed, Morry Ghingold, Goh Sock Boon, Tham Su Mei, and Lim Lee Hwa. "Consumer preferences for commercial Web site design: an Asia‐Pacific perspective." Journal of Consumer Marketing 20, no. 1 (February 1, 2003): 10–27. http://dx.doi.org/10.1108/07363760310456928.
Анотація:
Given that even modest increases in customer satisfaction and retention typically translate into significant gains in revenues and profits, many businesses are using the Internet to expand their reach, improve customer service and develop and maintain closer relationships with their customers. For example, customer relationship management (CRM) software enables marketers to offer online interactions that are customizable to the individual customer, allowing online marketers to better match their offerings and the online experience to consumers’ needs, wants and preferences, even in markets with millions of prospects and customers. Thus, a successful Web site can be instrumental in its impact on the marketing effectiveness of a firm and significantly add to the bottom line. Yet, in order to determine what constitutes a successful Web site, one must be able to understand how users perceive and utilize it. This paper presents the results of a survey conducted to assess consumer perceptions and preferences for commercial Web sites. To address the paucity of e‐commerce research undertaken in the Asia‐Pacific region, as compared to Western countries, the data were collected in Singapore. The attracting, informing, positioning, and delivering (AIPD) model provided the conceptual foundation for the research. Survey findings reveal that Singaporean consumers have distinct preferences when visiting commercial Web sites, ranking security and privacy as their most valued attributes, for example. In contrast, cross‐marketing, via banner advertising and affiliate programs, were least valued. Many other features of Web sites were evaluated. Managerial and research implications of the study are then discussed.
10
Denizci Guillet, Basak, and Deniz Kucukusta. "Spa market segmentation according to customer preference." International Journal of Contemporary Hospitality Management 28, no. 2 (February 8, 2016): 418–34. http://dx.doi.org/10.1108/ijchm-07-2014-0374.
Анотація:
Purpose – This paper aims to segment spa customers based on their preferences for a set of spa attributes. With the considerable growth rate of the spa market, it is vital for spa professionals to understand spa-goers’ preferences. However, academics and industry professionals have not devised a structured method by which to manage spa customers. Design/methodology/approach – A survey was conducted using a face-to-face survey with visitors to Hong Kong who had visited a spa. By applying conjoint and cluster analysis, customers could be categorized into distinct segments. Findings – Four customer segments were identified: spa enthusiasts, high spenders, value seekers and price-sensitive spa-goers. Spa enthusiasts were the largest segment among the four, followed by value seekers, price-sensitive spa-goers and high spenders. Research limitations/implications – Given the limited academic interest in the area, this study contributes to the literature by providing insights into spa-goers’ preferences and how those preferences can be used to segment spa-goers. Practical implications – Based on the different needs, preferences and socio-demographic characteristics of the four segments – spa enthusiasts, high spenders, value seekers and price-sensitive spa-goers – spa industry managers could customize their strategies and design different spa services and packages to meet the needs of the four segments. Originality/value – The combined use of conjoint and cluster analysis provides a new method of market segmentation in the spa industry. This study could help spa professionals to design customized spa products for the distinct segments, and thus retain and attract more spa visitors.
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Lee, Seonjeong Ally. "m-servicescape: effects of the hotel mobile app servicescape preferences on customer response." Journal of Hospitality and Tourism Technology 9, no. 2 (June 11, 2018): 172–87. http://dx.doi.org/10.1108/jhtt-08-2017-0066.
Анотація:
Purpose This paper aims to explore how customer engagement behaviors and brand loyalty are enhanced through customers’ preferences of m-servicescape, based on the S-O-R model as a theoretical background. Design/methodology/approach A cross-sectional, online, self-administered survey method was conducted to examine proposed relationships by recruiting previous users of hotel mobile apps in the USA. Findings Results identified aesthetics, functionality and symbolism preferences of the m-servicescape fulfilled customers’ evaluations on autonomy and relatedness needs fulfillment, which positively influenced their engagement behaviors and brand loyalty. Research/limitations/implications This study contributed to mobile marketing research by investigating customers’ preferences of m-servicescapes that enhanced customers’ positive responses in the hotel industry. Practical implications Practical implications are as follows: using a holistic approach to explore mobile service environments in fulfilling customers’ needs, enhanced customers’ engagement behaviors and brand loyalty. Originality/value This study proposed and empirically investigated the role of m-servicescapes in customers’ evaluations on needs fulfillment and their positive responses in the hotel industry.
12
Turčínek, Pavel, and Jana Turčínková. "Exploring Consumer Behavior: Use of Association Rules." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 63, no. 3 (2015): 1031–42. http://dx.doi.org/10.11118/actaun201563031031.
Анотація:
This paper focuses on problematic of use of association rules in exploring consumer behavior and presents selected results of applied data analyses on data collected via questionnaire survey on a sample of 1127 Czech respondents with structure close to representative sample of population the Czech Republic. The questionnaire survey deals with problematic of shopping for meat products. The objective was to explore possibilities of less frequently used data-mining techniques in processing of customer preference. For the data analyses, two methods for generating association rules are used: Apriori algorithm and FP-grow algorithm. Both of them were executed in Weka software. The Apriori algorithm seemed to be a better tool, because it has provided finer data, due to the fact that FP-growth algorithm needed reduction of preference scale to only two extreme values, because the input data must be binary. For consumer preferences we also calculated their means. This paper explores the different preferences and expectations of what customers’ favorite outlet should provide, and offer. Customers based on the type of their outlet loyalty were divided into five segments and further explored in more detail. Some of the found best association rules suggest similar patterns across the whole sample, e.g. the results suggest that the respondents for whom a quality of merchandise is a very important factor typically also base their outlet selection on freshness of products. This finding applies to all types of retail loyalty categores. Other rules seem to indicate a behavior more specific for a particular segment of customers. The results suggest that application of association rules in customer research can provide more insight and can be a good supplementary analysis for consumer data exploration when Likert scales were used.
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Sihombing, Haeryip, Rosidah Jaafar, and M. Y. Yuhazri. "The Satisfaction Preferences Measurement of Profile Design." Applied Mechanics and Materials 815 (November 2015): 304–12. http://dx.doi.org/10.4028/www.scientific.net/amm.815.304.
Анотація:
The purpose of this study is to identify the quality of the product and the key product features based on customer satisfaction through the Kansei Engineering (KE) and Kano Model (KM). There were 509 respondents involved in this survey to answer the questionnaires developed that contains of 8 shampoo bottles design, 6 words representing emotional quality based on Kansei Words (such as Dull~Attractive; Difficult to Use ~ Easy to Use; Common ~ Unique; Stiff ~ Elegant; Complicated ~ Simple; Awkward ~ Comfortable), and 6 questions towards functional and dysfunctional attributes of quality based Kano method. Mostly of survey respondents feels that the proposed of shampoo bottle designs as 'Indifferent' (I) quality attributes. Also, the results showed that of the “K2” (in-out mechanism toward liquid inside the shampoo bottle) using 'flip top' cap is mostly having siginificant correlation with the design in the eyes of customers based on 'Stiff ~ Elegant' (SE), 'Difficult ~ Easy' to use (DE) and 'Dull ~ Attractive' (DA). This study found and showed the design of products can be interpreted using Kansei Words towards what the articulation of the design profile that represented the customers' emotional design.
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Černikovaitė, Miglė, Žaneta Karazijienė, Lina Bivainienė, and Valdas Dambrava. "Assessing Customer Preferences for Shopping Centers: Effects of Functional and Communication Factors." Sustainability 13, no. 6 (March 16, 2021): 3254. http://dx.doi.org/10.3390/su13063254.
Анотація:
Retail companies operating in Lithuania are very important for the national economy. Domestic consumption has remained one of the most important drivers of Lithuania’s economic development. The objective of this article is to investigate the customer preferences and to identify selected factors of shopping centers in Vilnius, Lithuania. The study of Vilnius shopping centers is based on a complex model that integrates the following factors: shopping center goods and services, customer service, image factors, physical factors, situational factors and demographic characteristics of target consumers. Expert interviews aimed to determine the customer preference factors by perception of professional experts in relation to the phenomenon under study. The consumer survey questionnaire focuses on all the identified factors that determine the choice of a shopping center. This article identifies theoretical factors for the selection of retail shopping centers, reviews the market trends and peculiarities of Vilnius shopping centers, evaluates the factors for the selection and assess functional, emotional and communicational consumer preferences for the choice of Vilnius shopping centers.
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Jambal, Tsolmon, and Jaroslav Stuchlý. "Customer evaluation of loyalty programs in selected companies of the South Bohemian region." SHS Web of Conferences 61 (2019): 01007. http://dx.doi.org/10.1051/shsconf/20196101007.
Анотація:
Satisfied and constantly returning customers is a tremendous benefit for the business. There is also a well-thought loyalty program to help customers return. The aim of the article is to present preferences within the framework of possible tools used in loyalty programs and their comparison with what is actually offered to customers in the South Bohemian region. The attention is focused on younger and middle age customers, which is more open to new technologies and trends. The article is based on partial research outputs focusing on customer loyalty preferences. The data were obtained through a questionnaire survey (e-questionnaire) in 2018. The obtained data are evaluated using basic descriptive statistics. Also, there is the independent two-sample t-test used to average the mean values of two groups of data in terms of their determination of significant differences.
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Elgahwash, Fouad Omran, and Mark Bruce Freeman. "Self-Service Technology Banking Preferences." International Journal of Intelligent Information Technologies 9, no. 2 (April 2013): 7–20. http://dx.doi.org/10.4018/jiit.2013040102.
Анотація:
Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).
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Bellizzi, Maria Grazia, Luigi dell’Olio, Laura Eboli, Carmen Forciniti, and Gabriella Mazzulla. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes." Sustainability 12, no. 11 (June 9, 2020): 4707. http://dx.doi.org/10.3390/su12114707.
Анотація:
As the competition between airlines grows, their customer-centered strategies are becoming increasingly popular. In this context, the marketing strategies are the result of investigations carried out directly on users, usually through the Customer Satisfaction Surveys. Investigating on airline passengers’ preferences represents a useful action to pursue the most convenient strategy for increasing their satisfaction and improving the provided service. With this aim, we propose the design of a Stated Preference survey and the preliminary outcomes obtained from the analysis and modelling of the collected data. A deep study of the literature review drove us to consider the land services separately from the air ones. Even if the travel experience of an airline passenger starts at the airport, only the services provided by the airlines are the object of this study. The Stated Preference survey was designed with the aim to capture the passengers’ desires on airlines’ services by proposing hypothetical scenarios to them. The survey was addressed to the whole population of the University of Calabria (Italy). A sample of 1907 survey responses was obtained. For analyzing the collected data, discrete choice models have been calibrated to obtain the weights assigned by users to each service quality aspect included in the experiment.
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An, Wookhyun, and Silverio Alarcón. "Inferring customer heterogeneity for rural tourism: A latent class approach based on a best-worst choice modelling." Agricultural Economics (Zemědělská ekonomika) 67, No. 7 (July 14, 2021): 266–76. http://dx.doi.org/10.17221/56/2021-agricecon.
Анотація:
This research aims to analyse customers' preference heterogeneity for rural tourism in Spain and explore their preferences' personal and socio-demographic factors. To achieve this purpose, latent class analysis with the best-worst choice modelling has been applied through conducting a survey on 452 customers in Madrid and Barcelona. The results show that there are five classes in the Spanish rural tourism market: 'all-around seeker', 'leisure activist', 'culture explorer', 'comfort-driven user', and 'basic value pursuer'. The contribution of this investigation is that it is the first study that applied the latent class analysis with best-worst choice modelling to explore customers' preference heterogeneity for rural tourism.
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Somsong, Pimpinan, Regina C. McNally, and Chi-Ming Hsieh. "Consumers’ perceptions towards Thai rice." British Food Journal 122, no. 1 (October 25, 2019): 151–69. http://dx.doi.org/10.1108/bfj-01-2019-0040.
Анотація:
Purpose The purpose of this paper is to investigate consumer preferences towards innovative rice products, and cross-cultural determinants of customers’ perceived value and loyalty. Design/methodology/approach A self-administered survey was designed to obtain participants’ perceptions about Thai rice, and preferences towards innovative Thai rice products. A total of 937 surveys were distributed and 908 valid surveys were returned, yielding a 96.7 per cent overall response rate. Confirmatory factor analysis was used to assure the reliability and validity of the measures used in the survey instrument. Structural equation modelling was employed to assess the five hypothesised relationships between the four elements of the marketing mix, customer perceived value, and post-purchase behaviour, and to compare the path coefficients across the two cultural groups. Findings The findings reported herein show that eastern and western customers’ perceptions of marketing mix variables positively impact their perceptions of value, in turn, enhancing their loyalty to Thai rice. A successful marketing strategy should meet changing customer needs through adopting new products, services and unique marketing mix bundles. Such strategies should be tailored to the differing needs across cultures, and can address issues arising from changing competitive and environmental landscapes. Research limitations/implications The first limitation concerns the scope of the study. Specifically, the authors only conducted surveys during a two-month time period in 2018; the sampling sites were limited to several shopping malls in Bangkok; and the authors surveyed a high proportion of young, single, educated participants. The second limitation pertains to the selection and adaptation of constructs and their observed variables (such as the 4P indicators). Most of the observed variables were selected based on a literature review and the opinions of the scholars who participated in this study. Practical implications These results should be beneficial to members of the international rice industry, Thai rice exporters, the Thai government and to academics. Long-term success will be supported by focused attention on target segments and launch of innovative rice products that match differing preferences across nationalities. Originality/value Understanding consumers’ perspectives and preferences are critical to appropriate positioning and marketing of value-added Thai rice products. This study represents one of the first attempts to integrate marketing mix decisions, customers’ perceived value and loyalty within a Thai rice purchase behaviour context across eastern and western customers.
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Dauda, Samson Yusuf, and Jongsu Lee. "Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers." International Journal of Bank Marketing 34, no. 6 (September 5, 2016): 841–67. http://dx.doi.org/10.1108/ijbm-04-2015-0062.
Анотація:
Purpose The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers’ evaluation of their banks service quality based on their banks actual performance on current banking service delivery. Design/methodology/approach A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers’ behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics. Findings Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer’s satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies. Research limitations/implications The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city. Practical implications Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility. Originality/value This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks’ performance by their evaluation of the current banking service delivery.
21
Martins, Paulo, Paula Rodrigues, Carlos Martins, Teresa Barros, Nelson Duarte, Rebecca Kechen Dong, Yiyi Liao, Ubaldo Comite, and Xiaoguang Yue. "Preference between Individual Products and Bundles: Effects of Complementary, Price, and Discount Level in Portugal." Journal of Risk and Financial Management 14, no. 5 (April 22, 2021): 192. http://dx.doi.org/10.3390/jrfm14050192.
Анотація:
This paper aims to (1) compare consumers’ preferences between individual products and bundles as well as (2) investigate some of the factors involved in bundle characteristics that may affect consumer’s preferences. Those factors are complementarity, price level, and discount level. An online survey developed by means of questionnaires were collected from the Portuguese population. Student’s t-tests were used to test the hypothesis formulated and to analyze the consumers’ preferences. The findings corroborate that in a scenario where the bundle does not offer any discounts, preference of individual products is higher. When a 20% discount is assigned to bundles, the overall preference for individual products is still superior. By offering a discount level of 45%, the overall preference for bundles becomes higher. The positive effect of complementarity bundles valuation is confirmed. This is the first approach to evaluate the preferences between bundles and individual products in the Portuguese market. The findings contribute to clarify the customer map within a Business Model Canvas. Furthermore, this paper analyzes the bundle complementarity and discount level effects simultaneously.
22
Repetti, Toni, Susan Roe, and Amy Gregory. "Pricing strategies for resort fees: consumer preferences favor simplicity." International Journal of Contemporary Hospitality Management 27, no. 5 (July 13, 2015): 790–809. http://dx.doi.org/10.1108/ijchm-06-2013-0237.
Анотація:
Purpose – The purpose of this study is twofold: to determine hotel customers’ preference among hotel amenities pricing strategies, specifically a bundled, all-inclusive charge in the form of a resort fee, a limited choice resort fee at a lower price or a la carte pricing, and to determine whether hotel customer prefer bundled or partitioned pricing when faced with a mandatory resort fee. Design/methodology/approach – An online survey of participants aged 18 years and older who had taken an overnight leisure trip in the past six months is conducted. A fixed-choice set conjoint analysis is performed to analyze the 353 usable surveys. Findings – Results of this conjoint analysis show that 67 per cent of respondents prefer bundled pricing over partitioned pricing. Respondents also show higher utility for no resort fee and paying for amenities based on usage instead of being forced to pay a mandatory resort fee. Practical implications – Guest preferences for pricing strategies can provide hotel operators with valuable information on how to establish pricing structures. Results suggest that hotel operators could benefit from presenting a bundled price inclusive of room rates and mandatory fees. Originality/value – This is the only known study that examines mandatory fees in which customers receive additional amenities or services in exchange for an additional surcharge. This study also adds to the literature on pricing research in the hospitality industry.
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Dang, Lisa, and Widar von Arx. "How Can Rail Use for Leisure and Tourism Be Promoted? Using Leisure and Mobility Orientations to Segment Swiss Railway Customers." Sustainability 13, no. 11 (May 21, 2021): 5813. http://dx.doi.org/10.3390/su13115813.
Анотація:
This study aims to explore how customer segments are characterised by leisure and mobility orientations. By means of a survey, Swiss rail customers’ socioeconomic and trip profiles as well as attitudes towards taking the rail in their leisure time were collected. Respondents were free to take part in the survey by telephone or online, resulting in 1235 full interviews. A principal component analysis followed by segmentation through cluster analysis was conducted to derive their socio-economic and trip profiles and collect data on their attitudes towards using rail in their leisure time. Five railway customer segments were established, each demonstrating typical leisure orientations and specific attitudes towards the use of rail in leisure time and on tourist trips. This paper contributes to understanding the salient preferences of each segment and provides transport companies with clear indications for developing market-oriented offerings.
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Muto, Maiko, Shohei Takebuchi, and Kakuro Amasaka. "Creating A New Automotive Exterior Design Approach Model: The Relationship Between Form And Body Color Qualities." Journal of Business Case Studies (JBCS) 9, no. 5 (August 30, 2013): 367. http://dx.doi.org/10.19030/jbcs.v9i5.8061.
Анотація:
This study creates a New Automotive Exterior Design Approach Model. Form and body color qualities are objectified (quantified) in order to grasp unspoken subjective customer impressions (preferences). Related cause-and-effect relationships are then clarified. This is done with the help of statistics, which are used to identify the main elements that younger buyers are looking for in automotive body colors. Next, a survey is conducted using painted panels to find out what color elements generate subjective customer impressions. Line-of-sight analysis and 3D-CAD software are used to assign numerical values to form and color, while research-oriented CAD models and biometric devices are used to quantify the impact that form and color have on subjective customer impressions. The insights gained from this are then used to understand the relationship between survey data assessing subjective impressions and qualities of form and body color. The resulting knowledge is then applied to optimally match form and body color in a way that customers find attractive. The desired results are obtained.
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Judith, Okoh, Okafor Ijeoma, Kokonne Ekere, Ajeh Isaac, Isimi Christianah, Olayemi Olubunmi, and Emeje Martins. "Popularity and Customer Preferences for Herbal Medicines in Nigeria: A Questionnaire Based Survey." Humanities and Social Sciences Letters 4, no. 3 (2016): 69–76. http://dx.doi.org/10.18488/journal.73/2016.4.3/73.3.69.76.
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J. Gerpott, Torsten, and Nima Ahmadi. "Antecedents of international mobile Internet tariff type preferences : an empirical study of roaming customers." info 16, no. 4 (June 3, 2014): 71–87. http://dx.doi.org/10.1108/info-02-2014-0007.
Анотація:
Purpose – International roaming (IR) makes it possible to conveniently use mobile communication services (MCS) such as MI access abroad without switching providers, devices or subscriber identity module (SIM) cards. To increase the intensity of competition in the intra-European Union market for IR services, customers will be enabled to buy IR voice and MI access services separately from their existing domestic MCS, as of July, 2014. Specifically, for separated international MI services providers can choose from three different charge types (use-dependent, flat and combination of flat and use-dependent). The purpose of this paper is to empirically examine customer preferences regarding these tariff types for separated international MI services. Design/methodology/approach – Six research questions concerning antecedents of tariff type preferences for separated international MI access services are derived from a literature review. They are empirically addressed by analyzing survey responses obtained for a sample of 496 German-speaking MCS users. Findings – Customers who actively seek for IR price information, consider IR services to be useful, exhibit high use intensities of MI services, do not restrict their MI usage when travelling abroad and tend to prefer flat rates to other pricing schemes. In contrast to these rather “active users”, customers favoring strictly use-dependent tariff plans exhibit significantly lower IR price information seeking efforts and comparatively low use intensities of MI services. Pricing schemes with MI allowances are especially liked by customers who are well-informed regarding and satisfied with IR prices, report above average use intensities of MI services, restrict their MI use abroad, are more likely to switch providers and use MCS mainly for job-related purposes. Research limitations/implications – The study is based on a German-speaking sample, which deviates from the German adult population. Additionally, the analysis is limited to stated instead of behaviorally revealed preferences for cross-border MI tariff types. Price thresholds influencing whether a cross-border MI tariff is entered into a consumer’s relevant set of offerings are not examined. Practical implications – The research suggests that mobile network operators are well-advised to offer a clearly structured menu of a limited number of tariffs directed to the three profiled customer segments. Notwithstanding the advantages of such a set of rate plans, international MI tariff schemes with a data volume allowance appear to be generally beneficial both from a provider and an end-customer perspective. Originality/value – To date, little is known about customer preferences concerning the three rate plan categories and on antecedents of such preferences in the field of MI access abroad. The present study takes a first step to narrowing this knowledge gap.
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Kicova, Eva, Pavol Kral, and Katarína Janoskova. "Proposal for Brand’s Communication Strategy Developed on Customer Segmentation Based on Psychological Factors and Decision-Making Speed in Purchasing: Case of the Automotive Industry." Economics and Culture 15, no. 1 (June 1, 2018): 5–14. http://dx.doi.org/10.2478/jec-2018-0001.
Анотація:
Abstract Customers are key in the brand-building process. Many times, this term is applied very broadly, especially in segmentation and planning. Knowing the customer buying behaviour and customer decision-making process is important for brands, especially today, when customers are informed much better and get information over the Internet faster. In this paper, we present theory that deals with the purchasing behaviour of customers and emphasize the analysis of the sales cycle of the individual phases in the current conditions, when segmentation based on socio-demographic data is not enough. It is much better to define the psychological factors, which influence the customer and motivate him to buy in combination with the buyer’s decision-making speed. Thus, the article discusses the basic four types of customers according to the major research work carried out by Eisenberg brothers. Based on this analysis, we can determine the percentage of individual customers. The article offers a survey that was conducted to find the most important factors in the decision-making process when buying a car. In addition to the criteria, we also asked our respondents about the importance of these factors. We have used the multiple criteria decision analysis as it is one of the methods of complex evaluation and it minimizes the degree of subjectivity in choosing a suitable variant. Based on our survey, we have used analysis to estimate trends that brands operate in automotive sector could use to communicate in order to address the type of customer that belongs to their target audience. The primary aim of the paper is to prove that there is a growing trend of humanistic customers through study about their preferences and criteria during the decision-making process that leads them to buy a new car. Moreover, we determinate communication strategies for all four types of customers based on theory provided by Eisenbergs.
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Khatri, Tanya. "UNDERSTANDING ADOPTION FACTORS OF SUBSCRIPTION BASED ENTERTAINMENT SERVICES AMONG CONSUMERS IN INDIA." INFORMATION TECHNOLOGY IN INDUSTRY 9, no. 1 (March 10, 2021): 795–809. http://dx.doi.org/10.17762/itii.v9i1.200.
Анотація:
The market of subscription-based entertainment services in India has grown in the last few years, due to the changing lifestyle, preferences and the deluge of choices that are there for the customers. There has been a substantial increase in Customer acquisition especially in paid streaming video, music and gaming subscriptions. People are adding new services to have access to new and diversified content which is more personalized and offer them a more enriching experience. The market for subscription model-based entertainment services in India has seen growing trends and offers an opportunity to understand the consumer preferences better. A trend in Indian customers has shown the preference of streaming services over buying or downloading it. The objective of this paper is to identify the factors influencing the subscribing intention of the entertainment services in India. In this paper, quantitative descriptive cross-sectional research design has been used, a hundred and fifty-four people were chosen through a systematic random sampling technique from different demographics. The people were categorised into different age groups such as Gen-Z (14-23 years), Millennials (24-37 years) and Gen-X (38-54 years) and then their preferences were studied based on their answers in survey questionnaire. Along with age there were other demographic factors that were taken into consideration to draw the conclusions. In general, descriptive results show that the interviewed consumers have subscribed to these channels and the consumer base for these services is here to stay.
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Ochoa Siguencia, Luis, Gilberto Marzano, and Damian Herman. "INFORMATION TECHNOLOGY AND CONSUMER BEHAVIOUR IN TOURISM: STUDENT TRAVEL PLANNING BY USING THE INTERNET." SOCIETY. INTEGRATION. EDUCATION. Proceedings of the International Scientific Conference 6 (May 25, 2018): 402–11. http://dx.doi.org/10.17770/sie2018vol1.3084.
Анотація:
The increasing competitiveness in the global tourism market and the use of ubiquitous mobile connection to the Internet by young customers encourage tourism operators to invest more in e-promotion and e-resources, in order to increase their business. Accordingly, it is useful to analyse students' expectations to understand their preferences as a potential customer group. This paper presents the first step of an ongoing investigation that focuses on the tourist preferences of university students. We report and discuss the result of a survey conducted involving the students of Sport and Tourism management at the Akademii Wychowania Fizycznego im. Jerzego Kukuczki in Katowice.For our survey, we used “Google form tool” and “Statistica 13” software suite. The χ2 test was used for data analysis. From our research, it emerged that the preferred means of communicating is email for female students whilst telephone for male students; for both Booking.com resulted to be the most popular tourism platform.
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Al-Qeed, Marzouq Ayed, Basem Yousef ALsadi, and Zeyad F. Al-Azzam. "The Impact of Customer Relationship Management on Achieving Service Quality of Banking Sector of Jordan." International Journal of Business and Management 12, no. 3 (February 21, 2017): 180. http://dx.doi.org/10.5539/ijbm.v12n3p180.
Анотація:
Definitely, the world is becoming chaotic and affects all aspects of life. One of these is customers who become more severe in their needs, expectations, desires, and preferences. Organizations must consistently realize this issue by communicating and building effective relationships with them for better-enhancing services quality. Therefore, this study investigates the relationship between customer relationship management and service quality of Jordan banking sector. The researchers relied on descriptive and analytical approach through a survey questionnaire used to obtain data from 150 respondents who were at all levels in the 22 operating banks in Jordan, only 141 were returned but 13 of them were excluded because they were invalid for statistical analysis, only 128 questionnaires were valid and considered with a ratio of 85%. The findings revealed that a moderate level of importance in customer relationships management was apparent while an increasing awareness in the service quality of banking sector of Jordan was dominant. The study also found a strong correlation between customer relationship management -except customer satisfaction and loyalty- and the service quality of banking operated in Jordan. Additionally, results showed that a significant and statistical effects at (P<0, 05) of customer relationship management with its dimensions (customer satisfaction, customer loyalty, customer attraction, customer retention, customer value, customer culture, customer knowledge) in service quality of Jordan banking sector. Finally, study results revealed that customer knowledge, customer retention, and customer culture are the most influential dimensions in the services quality of Jordan banks sector.
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Seitbattalovna Kenebayeva, Ainur. "A study of consumer preferences regarding agritourism in Kazakhstan." Worldwide Hospitality and Tourism Themes 6, no. 1 (February 4, 2014): 27–39. http://dx.doi.org/10.1108/whatt-10-2013-0042.
Анотація:
Purpose – This paper aims to investigate Kazakh rural and urban consumers' preferences for different agritourism experiences. Design/methodology/approach – The empirical study adopts a survey data-based approach relying on a questionnaire data collection technique. Findings – The paper highlights significant differences and similarities in the structure of individual preferences of urban and rural customer segments regarding different agritourism offerings. Research limitations/implications – The research is limited by the sample, which covers only two consumer segments presented in the Kazakhstan context. The paper provides managerial implications for agritourism service providers, who are doing or planning to start entrepreneurial activities in rural areas, marketing researchers focusing on product development, and policy makers working out regional development strategies through implementation of tourism stimulating projects. Originality/value – This study contributes to the advancement of the limited research investigating customer experience theory as applied to agritourism.
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Bojković, Nataša, Veljko Jeremić, Marijana Petrović, and Slaven Tica. "Preferences for car sharing service attributes among university students: Evidence from an emerging market." Journal of East European Management Studies 24, no. 4 (2019): 636–53. http://dx.doi.org/10.5771/0949-6181-2019-4-636.
Анотація:
Car sharing is a specific business model that allows a new form of personal mobility. University students, generally very receptive to the concept of a sharing economy, are recognized as a prospective customer group for car sharing operators. This paper proposes an ex ante analysis that aims to reveal how students from an area where car sharing is underdeveloped perceive this mobility option. University students in Belgrade were asked to state their preferences regarding a mix of attributes and levels replicating service design from current practice. Preferences for particular service attributes were explored using stated preference survey and Choice-Based Conjoint analysis, while further preference-based segmentation was obtained using the Partitioning Around Medoids method. The contribution of this work is that it delivers findings on an emerging car-sharing market where there is very little research on user profiles. From a methodological point of view, we form distinctive customer clusters based on the uniformity of their preferences. By being aware of users’ prior expectations, service providers can determine their operational priorities more easily when unlocking the market. The paper outlines both the similarities and differences between students in an emerging market and their counterparts in more developed countries. Our findings reveal that the student population is homogeneous regarding critical aspects of service adoption like cost, distance to vehicles, and parking convenience. Specific service attributes such as the pricing scheme and keeping vehicles clean are found to be issues of peculiar interest in our study market. Although our proposed approach to shaping user preferences was developed for car sharing analysis it is applicable to other service-oriented businesses in the initiation phase.
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García-Gallego, José Manuel, Antonio Chamorro Mera, and María Jesús Barroso-Méndez. "Financial firms’ social activities and how they influence their customers’ preference structure." Social Responsibility Journal 12, no. 1 (March 7, 2016): 69–84. http://dx.doi.org/10.1108/srj-01-2015-0004.
Анотація:
Purpose – The purpose of this paper is to determine the importance that customers give to social investment activities in their region when selecting a financial entity compared to other features directly related to the service that these institutions provide, namely the origin, the treatment by employees, office location and electronic banking services. Design/methodology/approach – The technique of conjoint analysis is applied via a survey of 427 customers to determine customers’ preference structure when choosing a financial entity. Findings – The results show the importance that customers give to the financial entities’ social activities carried out in the region. Moreover, a buyer segment representing 35 per cent of the sample was identified that assigns greater value to these social activities than to the average customer. Originality/value – The development of corporate social responsibility policies has been a common practice in Spain’s financial sector. However, there is a lack of studies focused on analysing the impact of these policies on customers’ decisions. The authors test this idea by proposing that social initiatives carried out by financial entities strongly influence the preferences of consumers towards these banks compared to other attributes.
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Pepper, Janice, Gregory Spitz, and Thomas Adler. "Customer Perspectives on Multilevel Coaches for Increasing Rail System Capacity." Transportation Research Record: Journal of the Transportation Research Board 1838, no. 1 (January 2003): 19–29. http://dx.doi.org/10.3141/1838-03.
Анотація:
The numbers and lengths of New Jersey Transit (NJT) commuter trains accessing New York’s Penn Station are currently at the limits of available capacity during peak periods, as evidenced by the significant number of standees at these times. NJT is planning to purchase multilevel coaches to address this critical passenger capacity issue. A study was conducted to determine the design of these multilevel coaches so that they will provide the extra capacity needed and also reflect customers’ preferences. The study focused on interior issues, including the seating configuration and seat design, that relate directly to the amount of seated (and standee) capacity on the new coaches. A two-part research approach was used to obtain customer input. First, focus groups and product clinics were conducted to get qualitative feedback on the multilevel coach concepts and on specific seat designs. A detailed, computer-based survey was administered to customers to quantify their preferences among key elements of the multilevel concepts, and to estimate their willingness to pay for those elements. The study found that additional seating capacity in the configuration preferred by customers provides a substantial net benefit to NJT passengers, equivalent to about $2.20 fare value per trip. The benefits are higher for this application because of the crowded conditions on existing trains. The study also suggests that multilevel coaches and improved interior design have benefits well beyond increased capacity.
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Starzyczná, Halina, Pavlína Pellešová, and Michal Stoklasa. "The Comparison of Customer Relationship Management (Crm) in Czech Small and Medium Enterprises According to Selected Characteristics in the Years 2015, 2010 and 2005." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 65, no. 5 (2017): 1767–77. http://dx.doi.org/10.11118/actaun201765051767.
Анотація:
The aim of the article is to present the results of the research in 2005 and 2015, respectively 2010, in the field of Customer Relationship Management (CRM). The subject of the research is CRM knowledge, CRM definition preference, customer contact level, and CRM results. The object of the research are the SMEs in the Moravian‑Silesian Region. A method of comparison of selected characteristics was used. Starting point is a brief theoretical discussion based on selected studies, including a brief genesis of research. Recent primary research using questionnaire survey addressed 736 respondents. Comparing the results of the research confirmed the growth of CRM skills between 2010 and 2015. In 2015, the first place in the preferences of the definition of CRM won the option A, meaning the creation of lasting relationships with customers, which delivers long‑term value to both parties to the relationship. The share of respondents who voted for it, was higher than in 2005. To compare the level of contact with customers, 4 ways of contacting them were selected. Adverse developments showed up for the customer records, higher was its randomness, which was not expected. More sophisticated ways of contacting customers confirmed a positive change, though not very significant. The most important result in 2005 and 2015 was the increase in the number of loyal customers, which contributes to the growth of profitability. In the end of the article, hypothesis about the relationship of the size of SMEs and CRM knowledge is confirmed by using logistic regression, and premises are verified about the comparison of results in various years. It turns out that the CRM can be beneficial for SMEs, so it should be implemented in its management system.
36
Chen, Yi-Fen, Chia-Wen Tsai, Pei-Chun Liao, and Wen-Yu Chen. "A Study on Consumer Intention in a Web Portal Game from the Perspective of Flow Experience." International Journal of Virtual Communities and Social Networking 4, no. 1 (January 2012): 1–18. http://dx.doi.org/10.4018/jvcsn.2012010101.
Анотація:
Providing consumers with a positive and satisfying online shopping experience is the goal of the web operator. Therefore, in this paper, the authors use overhead construction to extend Csikszentmihalyi’s proposed flow theory (1975) to the computer intermediary environment and discuss the web portal game from the perspective of flow experience to identify possible causes and positive and negative results, as well as understand customer utility and hedonic motives in online shopping. In this research, the portal game is in play in the online consumer’s flow experience. This study also explores customer benefit and the effect on consumer behavior brought about by the identification of consumer preference and purchase intention. This study used an internet questionnaire survey to obtain 442 valid responses for data analysis. The results reveal that different Web site characteristics affect the flow experience and indirectly affect customer value; the results also indicate positive preferences and positive expense results. These results may serve as a reference for future Web site industry management policy and marketing strategy.
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Dziedzic, R. M., and B. W. Karney. "Water user survey on expectations of service in Guelph, ON, Canada." Water Practice and Technology 10, no. 4 (December 1, 2015): 767–70. http://dx.doi.org/10.2166/wpt.2015.094.
Анотація:
A survey was developed and conducted with residential water users in the City of Guelph, ON, Canada, with the objective of assessing their awareness, preferences, concerns, motivations, and priorities. The overall goal of this data is to improve the water system on different fronts: infrastructure, conservation programs, communication with users, and long-term strategies. Results highlight the local concerns with water scarcity, currently addressed by conservation programs, as well as water quality, aging infrastructure, and costs. Correlations between user type and answers were seldom found, showing that different residential customer segments share concerns and motivations. Even so, feedback must be sought from all customer segments, residential as well as industrial, commercial, and institutional, through different channels. The findings will allow the utility to identify preferred solutions to current issues and openness to change, as well as gaps in user and utility knowledge.
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Ingaldi, Manuela, and Robert Ulewicz. "How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development." Sustainability 11, no. 18 (September 4, 2019): 4830. http://dx.doi.org/10.3390/su11184830.
Анотація:
Personalization, mobility, deliveries on the same day, and perhaps artificial intelligence—all of these elements will shape e-commerce in the near future. It is necessary to consider what features and standards online shops will have to meet in order to achieve success and to adapt to the changing preferences and requirements of the customer and their awareness of the perception of the environment through the prism of, for example, sustainable development. This means there is a need to specify a set of attributes that will influence the decision to use the services of a given e-shop. Despite all efforts, many online shops fail because they do not meet the expectations of customers. At the same time, meeting customer expectations is a big challenge for newly emerging e-shops. There are many studies on sustainable development in e-commerce, but there is no specific methodology for e-shop design, especially in the aspect of sustainable development. The authors propose a methodology based on Kano’s model and customer satisfaction to explore customers’ stated needs and unstated desires and to divided them into different groups with different impacts on customer satisfaction. In this paper, a case study on the attributes of customer satisfaction for a newly opened e-shop with organic products, which is to operate in the countries of Central Europe and takes into account selected assumptions of sustainable development, was presented. The research took the form of an original (authorial), universal survey that can be used in other similar research. A total of 1069 correctly completed surveys were taken into account for the analysis. Respondents indicated 16 must-have features for the e-shop in order to make customers benefit from its services and 11 one-dimensional features that will determine the level of customer satisfaction. Among the must-have features, there were those related to sustainable development, which indicates the environmental awareness of potential customers. The obtained results were given to the management of the research e-shop and were included during the design of its operation. After one to two years of e-shop operation, the results will be verified.
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Belás, Jaroslav, and Lubor Homolka. "The development of customers’ satisfaction in the banking sector of Slovakia in the turbulent economic environment." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 7 (2013): 1995–2003. http://dx.doi.org/10.11118/actaun201361071995.
Анотація:
Satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. Satisfied customer buy bank’s products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and quantifies changes in the area of customer satisfaction, which occurred during the financial and economic crisis. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In that time, the greatest satisfaction has been assigned to the availability of bank’s products and services, and the greatest dissatisfaction has been expressed by respondents to the prices of banking products and services. In 2012, this research has been conducted on the sample of 320 respondents. The change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks.
40
KRASNIQI, BESNİK A., LİRİDON KRYEZIU, MEHMET BAĞIŞ, MEHMET NURULLAH KURUTKAN, and SARA IDRIZI. "COVID-19 AND SMEs IN KOSOVO: ASSESSING EFFECT AND POLICY PREFERENCES." Journal of Developmental Entrepreneurship 26, no. 01 (March 2021): 2150005. http://dx.doi.org/10.1142/s1084946721500059.
Анотація:
The enforced lockdown and closure of businesses in response to the Covid-19 pandemic has resulted in economic crises across the globe, bringing the attention to entrepreneurship and its importance to economic recovery. The aim of this study is to evaluate the effects of the coronavirus pandemic on SME’s and the entrepreneurs’ policy preferences based on firm size and industry type. To achieve this, evidence from a Business Support Centre Kosovo’s (BSCK) survey involving 236 SME owners interviewed online is reported. Findings from SME survey suggest the problems with cash flow and reduction of customer demand, among others, are major problems faced by SME’s across all firm size groups and industry types. Findings from factor analysis clustered SME policy preferences into three groups: policy preferences related to financing and liquidity constraints, market related and tax preferences. This study discusses some policy and managerial implications urging the need for more nuanced and variegated understanding of the effect of coronavirus pandemic on SMEs.
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Khan, Firdouse Rahman, Yashar Javad Hatami, Arjun Sasidharan, and Said Abdullah Ali Al-Roshdi. "INVESTIGATIVE STUDY OF PREFERRED SOCIAL MEDIA MARKETING IN SAFEER MALL, SOHAR, OMAN." Humanities & Social Sciences Reviews 5, no. 1 (May 10, 2017): 53. http://dx.doi.org/10.18510/hssr.2017.515.
Анотація:
PurposeThe objectives of the study are to examine the customer choice of preference among the various marketing strategies (Social Media, MMS/SMS, advertisement through newspapers, magazines, etc.); to investigatethe awareness of social media marketingand, to find out the preferred social media platform and the security concerns of the customers with respect to such platforms.Design/methodology/approachThe sample survey was involving both qualitative and quantitative methods of data collection. 202 samples were collected through a well-defined questionnaire. The sample included 102 customers of the Mall, 50 university students (both of these samples were selected on a convenient sampling basis) and 50 residents from Safeer vicinity (selected on a simple random sampling basis).FindingsThe empirical results reveal that an easy and good means to influence the customers of the mall is through social media marketing. The study also reveals that the customers do not feel secure through social media, as their identities might be stolen or misused. The study confirms that the customers do not perceive social media marketing as an attractive and effective tool as they still prefer the traditional methods.Practical ImplicationsThe study confirms that it is good means to approach the customers of the mall through social media marketing as the customers can easily be influenced which will boost the business in an easier way.Social ImplicationsThe study emphasizes on the mall's participation and posting of more contents to their social media pages, clarifying the customers on the security issues. The malls should use social media marketing along with the traditional marketing method so as to cope up with the preferences of the customers.Originality/valueNo study has investigated the awareness and the preferences of the social media marketing platforms of the malls of Oman, and this study will help the malls to plan on the new marketing avenues and techniques.
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Yaokumah, Winfred, Peace Kumah, and Eric Saviour Aryee Okai. "Demographic Influences on E-Payment Services." International Journal of E-Business Research 13, no. 1 (January 2017): 44–65. http://dx.doi.org/10.4018/ijebr.2017010103.
Анотація:
This study investigated customers' preferences of payment systems and the influence of demography on the attitude of customers towards e-payment services. Survey responses were received from 558 bank customers. The t-test and the analysis of variance were employed to examine the differences in perception of security, ICT literacy, customer satisfaction, and the use of e-payment services based on customers' age, gender, and the level of education. The findings revealed no significant differences between the male and female customers in the use of e-payment services. However, the male customers had higher ICT skills, yet perceived e-payment services less secured. Moreover, there were no significant differences in satisfaction and e-payment use, though, customers with higher level of education felt less secured using the services. Also, whereas the older customers were more satisfied with e-payment services, the younger customers had more ICT skills and use the services much more. These findings are necessary for formulating strategies for marketing e-payment services.
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Baierle, Ismael Cristofer, Jones Luis Schaefer, Miguel Afonso Sellitto, Leandro Pinto Fava, João Carlos Furtado, and Elpidio Oscar Benitez Nara. "MOONA SOFTWARE FOR SURVEY CLASSIFICATION AND EVALUATION OF CRITERIA TO SUPPORT DECISION-MAKING FOR PROPERTIES PORTFOLIO." International Journal of Strategic Property Management 24, no. 4 (May 22, 2020): 226–36. http://dx.doi.org/10.3846/ijspm.2020.12338.
Анотація:
The MOORA for Neural Networks Analysis (MONNA) software was created to classify variables and evaluate the degree of correlation between them, helping to choose a property portfolio and facilitating decision making involving multiple criteria. The MONNA software presents the classification of the alternatives calculated automatically by the MOORA (Multi-Objective Optimization on the Basis of Ratio Analysis) and provides a Global Average Rate (GAR). Artificial Neural Networks (ANNs) analysis provides the degree of correlation between variables and uses GAR as the output parameter. The degree of correlation between the variables allows us to assess whether these variables are dependent on each other and can capture customer preferences. For the application we used a survey that sought to know the preferences of customers, which will serve to make the decision of which properties should be part of the company’s portfolio. The contribution and originality of the MONNA software is that through the integration of the MOORA and ANN methods, the classification and criterion evaluation calculations are faster and standardized. The use of software by decision makers helps to have more accurately find and classify available options, preventing simulations from being done by iterative processes and providing validated numerical data for management evaluation.
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Harrison, C. Keith, Scott Bukstein, Ginny McPherson Botts, and Suzanne Malia Lawrence. "Female spectators as customers at National Football League games." International Journal of Sports Marketing and Sponsorship 17, no. 2 (April 29, 2016): 172–200. http://dx.doi.org/10.1108/ijsms-04-2016-012.
Анотація:
Purpose – The purpose of this paper is to investigate female National Football League (NFL) spectators’ preferences and feedback in regard to various customer service components of the NFL game day experience. The primary components with respect to female spectators’ choices, preferences, and feedback are as follows: apparel and other merchandise; food and beverage; restrooms and facility cleanliness; tailgating and parking; participants’ decision to attend an NFL game; and participants’ perceptions of the NFL. A core objective was to learn more about the female decision-making process and overall experience at NFL games. Design/methodology/approach – All data were collected during the 2012-2013 NFL regular season. Four different data collections were conducted at two NFL stadiums to investigate the game day experiences of women at NFL games. Previous research was used as a basis for creating survey questions about the female game day experience. In this study, an open-ended questionnaire contained both quantitative and qualitative questions, both forms of data were collected and analyzed, and researchers made both quantitative and qualitative interpretations based on the data. Findings – Findings and results indicated women are diverse customers. Sport organizations need to focus on the minor details that reflect how individuals experience a brand and product, as these sport organizations have the opportunity to enhance the female customer experience and retain existing female customers if the organizations systemically listen to and communicate with the female customer at NFL games. The NFL and individual NFL teams should include female spectators in the brand strategy process. Female customers of the NFL can be powerful brand loyalists and outstanding brand ambassadors. Originality/value – This research study provides an investigation of the preferences and perceptions of women spectators at NFL games. One contribution of the current study is that researchers have accepted the challenge by some researchers calling for more complexity with researching gender and attempting to shift some of the ways in which women are viewed as fans and spectators. However, what is key with the approach in the current study is that researchers allowed the women to be heard with respect to their game day experiences, perceptions, and thoughts about their identity as a spectator.
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Bhise, Vivek D., Rashad Hammoudeh, James Dowd, and Marc Hayes. "Understanding Customer Needs in Designing Automotive Center Consoles." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 49, no. 18 (September 2005): 1686–90. http://dx.doi.org/10.1177/154193120504901802.
Анотація:
This paper presents results of two studies conducted to determine customer needs in designing future center console designs for automotive products. The first study involved an observational survey of 150 vehicles in three parking lots to determine what items people store in their vehicles and the item locations. The data obtained from the survey provided a list of all the stored items, their distribution and their locations inside the vehicle. Papers, bottles, cups, books, bags and sunglasses were most frequently observed items in the vehicles. The second study was conducted to determine storage preferences of items in the center console. A foam-core center console with velcro surfaces was built inside a minivan. Thirty-six drivers were asked to select items that they would carry most often in their vehicles and place them on the center console surfaces. The resulting layouts of stored items were summarized. The summary data were provided to four teams of industrial design and engineering students to create design concepts for future automotive center consoles.
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Sloka, Biruta, Kate Čipāne, and Sergejs Volvenkins. "INTERNET USE FOR SHOPPING IN LATVIA: FINDINGS BY RECENT SURVEY." European Integration Studies, no. 13 (October 29, 2019): 108–16. http://dx.doi.org/10.5755/j01.eis.0.13.23496.
Анотація:
Recent developments of internet applications and increase in application of various information technologies have supported fast development of internet shopping worldwide and also important topics for academic researchers. Aim of the research: check findings of recent preferences by customers on internet shops and factors for internet shop choice, different aspects on internet shopping and comparisons with academic research results in other countries. Tasks: scientific findings studies and empirical investigations on customer preferences and determining factors for choice of different factors in internet shopping. Research methods used: recent scientific publications studies, studies of statistics on internet shopping development, survey on internet shop choice and on internet shopping in Latvia realised at the end of 2017 and beginning of 2018. Survey was developed and realised in co-operation with company specialising on internet marketing: iMarketing, University of Latvia and Chamber of Trade and Commerce of Latvia. Respondents were selected randomly in assistance of Chamber of Trade and Commerce of Latvia. Survey was filled in by 2530 respondents. For many aspects in evaluation of opinion of respondents it was used evaluation scale 1 – 10, where evaluation by 1 was - do not agree with the statement; 10 – fully agree with the statement. For data analysis there were used indicators of descriptive statistics: indicators of central tendency or location (arithmetic mean, mode, median, quartiles), indicators of variability (variance, standard deviation, standard error of mean), cross – tabulations, statistical tests of hypotheses, multivariate analyse methods: regression and correlation analysis, analysis of variance (ANOVA), factor analysis and other data analysis methods. Main results and findings of the study, theoretical and practical implications of the work: response rate of respondents was very high in comparison with other surveys; respondents have expressed also their suggestions for internet shopping improvements; respondents have indicated the most attractive internet shops by their views. Main conclusions: increase in internet shopping in Latvia is not increasing so fast as in other countries, customers use also mobile devices for shopping on internet.
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Sha, Zhenghui, Yun Huang, Jiawei Sophia Fu, Mingxian Wang, Yan Fu, Noshir Contractor, and Wei Chen. "A Network-Based Approach to Modeling and Predicting Product Coconsideration Relations." Complexity 2018 (2018): 1–14. http://dx.doi.org/10.1155/2018/2753638.
Анотація:
Understanding customer preferences in consideration decisions is critical to choice modeling in engineering design. While existing literature has shown that the exogenous effects (e.g., product and customer attributes) are deciding factors in customers’ consideration decisions, it is not clear how the endogenous effects (e.g., the intercompetition among products) would influence such decisions. This paper presents a network-based approach based on Exponential Random Graph Models to study customers’ consideration behaviors according to engineering design. Our proposed approach is capable of modeling the endogenous effects among products through various network structures (e.g., stars and triangles) besides the exogenous effects and predicting whether two products would be conisdered together. To assess the proposed model, we compare it against the dyadic network model that only considers exogenous effects. Using buyer survey data from the China automarket in 2013 and 2014, we evaluate the goodness of fit and the predictive power of the two models. The results show that our model has a better fit and predictive accuracy than the dyadic network model. This underscores the importance of the endogenous effects on customers’ consideration decisions. The insights gained from this research help explain how endogenous effects interact with exogeous effects in affecting customers’ decision-making.
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Lőrincz, Katalin, Zsuzsanna Banász, and János Csapó. "Customer Involvement in Sustainable Tourism Planning at Lake Balaton, Hungary—Analysis of the Consumer Preferences of the Active Cycling Tourists." Sustainability 12, no. 12 (June 24, 2020): 5174. http://dx.doi.org/10.3390/su12125174.
Анотація:
This study uses an innovative tourism product development approach, based on co-creation or customer involvement, related to Lake Balaton, a mass tourism-based destination in Hungary, from the point of view of the market segment of active cycling tourists. The investigation of opportunities for the development of cycling tourism first of all relies on the new approach of attraction and product development around the destination, in which it is important to take into consideration the consumer preferences of the most important related group of tourists—active cycling tourists. The sustainable approach of tourism product development also provides an opportunity to decrease the spatial and temporal concentration of tourism, which is largely concentrated on the summertime season. The aim of this study is to explore aspects of the customers’ demand for tourism development in terms of cycling tourism with the help of primary data collection, in order to provide adequate directions for sustainable tourism development in the destination. Revealing the demand side of active cycling tourism related to Lake Balaton, the authors used both qualitative (focus group discussions and structured interviews) and quantitative questionnaire survey (computer-assisted data collection) research methods. The latter online surveys were carried out in November and December, 2019, and resulted with an appraisable sample of 809 questionnaires. As for the method, descriptive statistics and relationship analyses were applied. More than five thousand (5050) possible relationships were examined between the closed answers of the questionnaire by Kendall’s rank correlation coefficient (τ) and Cramer’s V, depending on whether they could be measured on a nominal or ordinal scale. The results show that the content analysis of the primary research provides well determined directions for the sustainable tourism development of cycling tourism at Lake Balaton, so customer involvement seems to be a win-win situation both for the customers (tourists) and the decision makers.
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Cheruiyot, Betty Jeruto, and Mary Ragui. "Customer Development Strategies and Performance of Start Up Carbon Projects; A Case of Study of Sustainable Agriculture Tanzania (SAT)." International Journal of Business Management, Entrepreneurship and Innovation 3, no. 1 (May 19, 2021): 49–64. http://dx.doi.org/10.35942/jbmed.v3i1.164.
Анотація:
Present challenges experienced by a globalized and changing world with new forms of doing business has forced entrepreneurs to change their approach to customers especially given the prior traditional marketing theory. Current markets have a customer base with increasing in demand for more marginal products or services. Henceforth, they have created individual preferences. The general objective of this study was to establish the effect of customer development strategies on performance of start-up carbon projects; a case of study of sustainable agriculture Tanzania (SAT) Specifically, aimed at examining the effect of business model on Performance of forest carbon projects, examine the effect of customer service systems on Performance of forest carbon projects, the effect of communication process on Performance of forest carbon projects, including effect of competitive pricing on Performance of forest carbon projects. It is anchored on theory of product market fit, start-up marketing pyramid and cue utilization theory. The study is further supported by the following models; business model canvas, value proposition canvas and customer development model. The study used a survey design. The survey collected data and information aimed at identifying customer development strategies for performance of carbon projects in the start-up carbon market. The selected population were customers of Sustainable Agriculture Tanzania. They consisted of companies, partners and individuals who were involved with the carbon offsetting project or potential clients. Ten companies and fifty individual customers were selected for the survey. Individual customers were drawn from the current connections developed by Sustainable Agriculture Tanzania. Primary and secondary data was utilized from various secondary sources linked to the topic of study and gathered facts and figures from the questionnaires. The questionnaire comprised of questions relating to the carbon markets for organizations in the start-up carbon projects. The quantitative data retrieved from the study was analysed by use of descriptive statistics that included variability, frequency and central tendency measures. These help provide information regarding the distribution. Measures of frequency distribution on the other hand document the frequency of scores or records. The Statistical Package for Social Sciences (SPSS) program was used to analyse the data and output presented in form of tables, pie charts and bar graphs. The study found out that customer development strategies in start-up forest carbon projects are central to performance of forest carbon projects. Playing a part to this performance are particularly the company’s prices, enhanced innovation and creativity, business management system, reduction of the time required for decision-making, and improved planning of activities. At the same time, use of IT data management systems has to a large extent made the decision-making process faster. These aspects generally lead to better management of budgets efficiency in service provision; consistent increase in revenue and number of customers has increased. Moreover, customer development strategies lead to customer satisfaction improvement. In conclusion to the presented findings, communication process and customer service systems have shown to influence the performance of forest carbon projects. Setting up a tailored business model that works well with the cost structure of the business and suits project goals has also been visibly altering the functioning of projects. The strategy implemented on pricing is also seen to promote customer growth. It is recommended that start-up projects develop relevant pricing strategies for their products; especially during their early stages of development in order to differentiate and grow a viable customer base. Managers should also encourage proper training and practices when it comes to inter-organizational communication and strategy implementation. This will ensure every employee works in cohesion towards achieving the projected goals thus improving performance.
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Stevens, Alan, and Houchang Khatamian. "COMPARISON OF MARKETING SURVEY RESPONSES BETWEEN GARDEN SHOW AND GARDEN CENTER SAMPLES." HortScience 27, no. 6 (June 1992): 659c—659. http://dx.doi.org/10.21273/hortsci.27.6.659c.
Анотація:
Correctly anticipating consumer preferences for goods and services can have a large impact on profitability. Surveying patrons at individual retail outlets does insure the sampling is taken from a customer base, but such surveys are time and labor intensive. A survey sample, taken from attendees at Flower, Lawn and Garden Shows, offers the possibility of large sample sizes, of potential purchasers of horticultural goods and services, with reduced time and labor requirements. A survey to measure the influence of plant size, packaging and price on consumer purchasing habits was conducted at garden shows and garden centers. On the criteria of price and quality of nursery plant materials responses from the two samples were similar. Plant size and packaging appeared to be more influential criteria to the garden show sample.