Добірка наукової літератури з теми "Customer privacy"

The objective of this study was to explore the impact of a perceived privacy breach by pharmaceutical e-retailers on customer boycott intention, especially the mediating role of emotional violation and the moderating effect of customer previous trust. Data were collected via a questionnaire survey of 335 customers of pharmaceutical e-retailers from China. Our research results showed that a perceived privacy breach by a pharmaceutical e-retailer had no direct effect on customer boycott intention; a perceived privacy breach positively affected emotional violation; emotional violation led to customer boycott intention; emotional violation played a mediating role in the relationship between a perceived privacy breach and customer boycott intention; and customer previous trust positively moderated the mediating effect of emotional violation.

Companies collect customer information in marketing research to understand customers and generate customer insights. Various public policy and ethical issues are associated with the process. The issues include intrusions on consumer privacy; misuse, misinterpretation, and misrepresentation of research findings; ethical and social dilemma in the collection of customer information; and ethical dilemma in generating customer insights through neuromarketing and its applications. In this digital age, it is easier to invade consumer privacy. Companies abide by the various laws and regulations enforced to protect customers and adopt a number of initiatives to convince their customers. Understanding of the various public policy and ethical issues and addressing such issues by adopting proper initiatives will help companies convince customers, build effective customer relationships, and achieve business excellence. The understanding might also help policymakers to appreciate the customer requirements and devise policies, rules, and regulations accordingly.

Temuan dari penelitian diharapkan dapat memberikan masukan yang berharga pada pengembangan teori belanja online dan bagi perusahaan yang akan melakukan penjualan secara online. Penelitian ini mencoba untuk menggabungkan penelitian yang dilakukan oleh Wang dan Yang (2008), Eid (2011) dan Campbell (2013). Adapun variabel penelitian yang akan digunakan adalah e-customer loyalty, e- customer satisfaction, e-customer trust, compulsive buying, user interface quality, information quality, perceived security, perceived privacy, dan competent behavior. Rumusan masalah penelitian adalah (1) apakah e-customer loyalty dipengaruhi oleh e- customer satisfaction, e-customer trust, dan compulsive buying, dan (2) apakah e- customer satisfaction dan e-customer trust dipengaruhi user interface quality, information quality, perceived security, perceived privacy, dan competent behavior. Sebanyak 200 kuesioner dibagikan secara purposive kepada masyarakat Yogyakarta yang berusia 15 tahun hingga 30 tahun dan pernah melakukan transaksi online sedikitnya satu kali dalam 6 bulan terakhir. Response rate penelitian ini adalah 100% karena penarikan kuesioner dilakukan saat itu juga sesaat setelah pengisian selesai. Pengujian hipotesis menggunakan alat analisis Structural Equation Modeling (SEM). Hasil penelitian menyatakan bahwa semua hipotesis yang diajukan dapat didukung, sehingga dapat disimpulkan bahwa (1) e-customer loyalty dipengaruhi oleh e-customer satisfaction, e-customer trust, dan compulsive buying, dan (2) e-customer satisfaction dan e-customer trust dipengaruhi oleh user interface quality, information quality, perceived security, perceived privacy, dan competent behavior.This study tries to combine research conducted by Wang and Yang (2008), Eid (2011) and Campbell (2013). Formulation of research problems are: (1) whether the e-customer loyalty is influenced by the e-customer satisfaction, customere-trust, and compulsive buying, and (2) whether the e-customer satisfaction and customer trusteinfluenced user interface quality, information quality, perceived security, perceived privacy, and competent behavior. A total of 200 questionnaires were distributed to the people of Yogyakarta purposive lyaged 15 years to 30 year sand never done an online transaction at least oncein thelast 6 months. Hypothesis testing using analytical tools. Structural Equation Modeling (SEM). The study states that all proposed hypothesis can be supported, so itcanbe concluded that (1) e-customer loyalty is influenced by the e- customer satisfaction, customere-trust, and compulsive buying, and (2) the e-customer satisfaction ande-customer trustis influencedbythe user interfacequality, information quality, perceived security, perceived privacy, andcompetentbehavior.

Although marketers increasingly rely on customer data, firms have little insight into the ramifications of such data use and do not know how to prevent negative effects. Data management efforts may heighten customers’ vulnerability worries or create real vulnerability. Using a conceptual framework grounded in gossip theory, the authors link customer vulnerability to negative performance effects. Three studies show that transparency and control in firms’ data management practices can suppress the negative effects of customer data vulnerability. Experimental manipulations reveal that mere access to personal data inflates feelings of violation and reduces trust. An event study of data security breaches affecting 414 public companies also confirms negative effects, as well as spillover vulnerabilities from rival firms’ breaches, on firm performance. Severity of the breach hurts the focal firm but helps the rival firm, which provides some insight into mixed findings in prior research. Finally, a field study with actual customers of 15 companies across three industries demonstrates consistent effects across four types of customer data vulnerability and confirms that violation and trust mediate the effects of data vulnerabilities on outcomes.

The purpose of this study is to examine and explain the effect of e-service quality on customer satisfaction and customer loyalty to Tokopedia customers and the role of gender on this influence. This research was conducted in Denpasar City with 110 respondents. Data were collected through questionnaires and then analyzed using Structural Equation Model (SEM) using PLS (Partial Least Square) and MGS (Multi-Group Analysis) analysis techniques. The results of this study indicate that the dimensions of privacy, responsiveness, convenience, reliability, efficiency have a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty. There are differences in the effect of customer satisfaction on customer loyalty based on gender. On the direct influence of the dimensions of Privacy, Responsiveness, Ease, Reliability, efficiency on customer satisfaction, there is no difference based on gender.

Companies require information about customers to understand them, know their preferences, and develop relationships with them. Companies employ a number of direct and digital marketing channels to collect information and intelligence about customers. Marketers adopt a number of unfair practices for collecting information through direct and digital marketing and this raises concerns about consumer privacy. The article discusses the various aspects of consumer privacy and the need for protecting consumer privacy. The article further focuses on the various regulations enforced by regulatory bodies and governments of countries to protect customers. Various initiatives taken by companies to protect customers are discussed. Direct and digital marketing channels allow companies to collect information and intelligence about customers and to influence them. However, companies should be sensitive to customer concerns. This will help companies in building long-term customer relationships.

As it is known business rely on the customers, which means the profitability of any company change depending on customer demand. Due to that, it is necessary to treat customers as the central factor of the market. In another meaning, Customer satisfaction is very important issue to a company’s business performance. In this regard, the purpose of this project was to determine the Impact of service quality on the customer satisfaction in the online meeting platforms. By means of service quality, we tested the impact of efficiency, fulfillment, system availability, and privacy on the customer satisfaction. Though conducting a survey data was collected. Different nationalities from various universities participated in this study including Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in Kurdistan region of Iraq. Based on the result fulfillment, privacy issues were affected the customer satisfaction mostly.

Companies require building and maintaining customer relationships to achieve excellence in the digital age. Companies should be selective and should develop relationships with loyal and profitable customers and discourage unprofitable customers to continue doing business with them. Companies require developing interactive customer relationships which are mutually beneficial and understanding the growing importance of consumer-generated marketing in the digital age and online marketing domains in forming relationships. They should respect public policies like consumer security and privacy, have knowledge of customer rights, and respect those rights to win customer trust. Firms require developing customer preference programs to strengthen the bondage with passionate customers and to attract potential buyers and convert them into regular customers. All such strategies will help companies understand the shifting nature of customer relationships in the digital age, build in-depth customer relationships, succeed in the tough environment, and achieve business excellence in the digital age.