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Maggon, Mohita. "Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels." Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.
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Phillips-Orban, Jill. "Are students customers? : a study of freshman students' perceptions on customer service." Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.
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The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness.Department of Secondary, Higher, and Foundations of Education
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Naidoo, Suraya. "Attitudes and perceptions of marriage and divorce among Indian Muslim students." Thesis, Rhodes University, 2001. http://hdl.handle.net/10962/d1003077.
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This study explores the question of religion and ethnicity as a source of family diversity and ideology. An ideal-typical "traditional Muslim family ideology" was developed and tested. Eight Indian Muslim students at Rhodes University were asked about their attitudes and perceptions of marriage and family life, to determine the particular type of family ideology that these students embraced. Family-related issues such as marriage; the division of labour; gender roles; the extended family system; divorce; and polygamy were addressed. On the basis of the research results, it was found that these students largely adopted the "traditional Muslim family ideology". Religion and ethnicity were found to play an important role, in the make-up of these students' perception of marriage and family life, and a strong preference for the extended family was shown.
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Everling, Kelly B. "An attitudinal study of the relationship between practitioners and their clients in Indianapolis, Indiana, public relations agencies." Virtual Press, 2006. http://liblink.bsu.edu/uhtbin/catkey/1337193.
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While many publications comment on successful relationships, it was necessary to specifically analyze the relationship between public relations practitioners and their clients. Using traits gathered in the literature review, the researcher prepared a Q study to identify, "Which relationship traits do agency representatives and client counterparts find most important?"Subjects included principals of agencies listed in the 2004 Indianapolis Business Journal's "Book of Lists," and their clients. Each respondent ranked the Q statements two times, once reflecting their own attitudes and another reflecting the attitudes of their counterpart.Of the twelve traits studied, eight were ranked as highly important to participants. Also, the researcher surmised that clients better understand their relationships, ranking three of five traits as highly important when assuming their counterparts' roles. In contrast, agency partners ranked two of the five traits that their counterparts found highly important.Department of Journalism
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O'Donnell, Deborah D. "Membership satisfaction of the Wellness Council of Northwest Indiana." Virtual Press, 1993. http://liblink.bsu.edu/uhtbin/catkey/865954.
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The purpose of this study was to identify the satisfaction from services received by businesses as members of Wellness Councils. All 105 members of the Wellness Council of Northwest Indiana were invited to participate in the survey. Fifty four (51%) participants completed and returned the survey on satisfaction levels.The instrument was developed to measure member satisfaction with the services provided by the Wellness Council of Northwest Indiana. The member organizations rated the council on a 5 point scale, with 5 being the highest possible score.A two way analysis of variance was conducted to identify differences in satisfaction by size and organization purpose; profit and nonprofit.The least satisfied group was the large for profit, while the most satisfied group was the large nonprofit group. Small for profit member organizations were slightly more satisfied than small not for profit organizations.Satisfaction did vary by size and organization, but in general, members were mostly satisfied with their participation in the Wellness Council of Northwest Indiana.Also, four open ended questions were asked, to allow the members to elaborate on other areas of interests or concerns. These results showed that members were interested in the following 2 areas: 1. education, 2. networking.Future research should include quantitative methodology that examines the meanings behind many of the narrative comments from the study. Future instruments should also include specific areas of satisfaction mentioned in the narrative responses.Institute for Wellness
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Van, La Khanh, and khanh van la@rmit edu au. "Customer Loyalty in Web-based Retailing." RMIT University. Management, 2006. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20070108.150426.
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E-commerce is increasingly recognised as an integrated, rather than independent, part of the retail industry. As online competition grows and online marketing activities intensify, the importance of customer loyalty in e-retailing has also taken central stage in marketing research. This study explores the nature and characteristics of e-loyalty and its direct and indirect antecedents. Drawing from the literature on customer loyalty in the traditional, offline business context, it contends that e-loyalty is determined primarily by the quality of the relationship between an Internet retailer and its customers, and the customers' overall satisfaction with the retailer. Relationship quality, in turn, is influenced by the levels of perceived safety, trust and commitment that customers have in relation to their retailer, while service quality, Web site quality and value perception contribute to overall customer satisfaction in this context. Thus, relationship quality and overall satisfaction mediate the relationship between e-loyalty and its indirect predictors. To test these relationships, over 500 customers of four Australian Internet retailers were surveyed online. The questionnaire contains 92 indicators that have been either employed in prior research, or newly developed based on existing theory. These indicators were first factor analysed to determine the underlying dimensions of the research constructs. The relationships between these constructs were subsequently tested using structural equation modelling (SEM). In general, most hypothesised relationships were well supported, suggesting a consistency in the relationships between these constructs across online and offline settings. To this extent, the results indicate that existing offline marketing theories can provide a platform to create a body of knowledge pertinent to Web-based marketing. The results of the analysis, however, also show that not all hypothesised relationships could be upheld. Also, the findings indicate that the dimensionality of some constructs differs, to varying degrees, from what is reported in prior studies. These suggest that online consumer perception and behaviour are likely to differ, in some way, from those in the offline context, signalling a need for more context-specific research into this domain. On the whole, the study confirms the existence and benefits of customer loyalty in online retailing. In addition, it identifies four underlying dimensions of e-loyalty. Dimension 1 comprises behaviours commonly cited as the most prominent and beneficial indicators of customer loyalty (such as repurchase behaviour and word-of-mouth communication). Dimension 2 reflects the level of attachment that loyal customers feel towards their retailers. Dimension 3 indicates customer willingness to adjust their consumption patterns in favour of the retailer's range of offerings. The last dimension is related to customer willingness to move beyond a pure buyer-seller relationship, and to engage in partner-like behaviours (e.g., tolerating mistakes and providing feedback). With regard to relationships between the research constructs, the SEM results confirm that service quality, web site quality, and value perception are major predictors of overall satisfaction, while trust and commitment, but not safety perception, are antecedents of relationship quality. E-loyalty is not found to be significantly affected by overall satisfaction, whereas relationship quality only has a slightly noticeable impact on this construct. The findings thus fail to support the notion that customer satisfaction and relationship quality are two major antecedents of e-loyalty. The results also do not support the speculation that satisfaction and relationship quality are the main mediators of the relationship between e-loyalty and its primary antecedents. On the contrary, e-loyalty is found to be influenced directly by customer commitment, value perception and service quality, and indirectly by Web site quality, safety perception and trust. With online shopping growing in popularity, insights into the dimensionality of e-loyalty, as well as the factors that engender e-loyalty, can provide a useful framework on which appropriate marketing strategies could be developed to enhance the loyalty of online shoppers. To this extent, findings from this research are meaningful not only for marketing academics but, also, for Internet retailers.
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Wethereld, Anthony. "Does the computer helpdesk vocational training course change attitude about customer service?" Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2003. https://ro.ecu.edu.au/theses/1288.
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The purpose of this research was to determine whether The Computer Helpdesk vocational computing course, in conjunction with The Virtual Workplace simulation computer program, changed attitude about customer service. Thirty-seven adult female students at Fujairah Women's College of the Higher Colleges of Technology in the United Arab Emirates took part in the study. To assess possible attitude change, a combination of observation, interview and survey techniques were used. The Likert scale customer service attitude survey, which measured beliefs and perceptions about customer service, fanned the primary data gathering instrument. Qualitative and quantitative data were triangulated, and quantitative results were analysed using MANOVA. Results suggest strongly that the combination of the Computer Helpdesk course and the Virtual Workplace simulation program generally did not change attitude about customer service, however some degree or amount of attitude change in some subjects was detected.
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Deslandres, Dominique. "Attitude de Marie de l'Incarnation à l'égard des amerindiens." Thesis, McGill University, 1985. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=63138.
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Seock, Yoo-Kyoung. "Analysis of Clothing Websites for Young Customer Retention based on A Model of Customer Relationship Management via the Internet." Diss., Virginia Tech, 2003. http://hdl.handle.net/10919/11053.
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In today's era of intense competition for acquiring and retaining customers, customer retention has become a major issue and a key objective in modern retailing. With the emergence of new information technologies, the Internet offers new possibilities for customer retention through the management of relationships between marketers and consumers. Little empirical research has addressed the role of Internet websites in retaining customers for particular brands or at particular stores. The purpose of this research was to determine the effects of the attitudes of a sample of young consumers aged 18 to 22 toward their favorite websites on intentions to purchase through the Internet and channels other than Internet clothing websites. The data were collected using an online survey with a structured questionnaire. The subjects of the study were 414 male and female undergraduate and graduate students at Virginia Tech and The Ohio State University, who were aged 18 to 22 and non-married.
Several hypotheses were put forward and results except for one hypothesis were supported. Factor analysis, cluster analysis, factorial MANOVA, canonical correlation analysis, multiple regression, path analysis, and t-tests were employed to test the research hypotheses on the relationships among the variables. The factorial MANOVA results showed that shopping orientation and previous online shopping experience affected the evaluation of general clothing website characteristics, as well as the evaluation of favorite clothing websites. The canonical correlation results revealed that the product information, customer service, and navigation factors represented the favorite clothing website characteristics and were well predicted by the same constructs of the general clothing website characteristics. The path analysis revealed that attitudes toward favorite clothing websites were positively related to intentions to search for information at favorite clothing websites, and that intentions to search for information at those websites were positively related to intentions to purchase from those websites as well as from channels other than Internet clothing websites. Attitudes toward favorite clothing websites were directly and positively related to intentions to purchase clothing items from favorite clothing websites, and were not directly related to intentions to purchase clothing items from channels other than Internet clothing websites. The results also showed that shopping orientation affected intentions to search for information on one hand, and intentions to purchase clothing items from favorite clothing websites on the other. The online information search and purchase groups were significantly different in their intentions to purchase clothing items from their favorite clothing websites.
From the results of the present research, it is concluded that Internet websites play a pivotal role in forming consumers� attitude toward the websites, which eventually lead to their information search and purchase intention from the websites. In addition, consumers' online information search intentions influence their purchase intention at channels other than Internet. Thus, by establishing effective websites, marketers can retain their customers through multiple channels including the Internet, brick-and-mortar stores, and catalogs.Ph. D.
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Matthew, Mulamootil Ronnie Bolls Paul David. "Model ethnicity and product class involvement white Americans' attitude toward advertisements featuring Asian-Indian models /." Diss., Columbia, Mo. : University of Missouri--Columbia, 2007. http://hdl.handle.net/10355/4958.
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The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file. Title from PDF of title page (University of Missouri--Columbia, viewed on September 14, 2009). Thesis advisor: Dr. Paul Bolls. Includes bibliographical references.
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Sa-ngarungroj, Budsarin, and Araya Rajitdumrong. "THE CUSTOMER ATTITUDE TOWARDS THE INNOVATION AMONG CAFES IN THAI MARKET : A Case Study of Thai Consumers’ Attitude towards Thai Desserts." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-12769.
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Sukhdeo, Bernice Lara. "Social axioms as antecedents of corporate reputation in South African banking." Thesis, University of Pretoria, 2020. http://hdl.handle.net/2263/79762.
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Reputation is an important customer choice criterion in banking, a sector characterised by intangible services and limited opportunity for pre-purchase evaluation. It has been shown that while companies may communicate their reputation in a particular way, responses to reputation stimuli are not homogeneous, resulting in calls in the literature to understand sources of variation in customer responses. This study investigated whether an individual’s social axioms, that is, an individual’s general beliefs about the world were such a source of individual difference and influenced corporate reputation and behavioural intention among middle-high income South African banking customers.
Conceptualising corporate reputation as customer perceptions (beliefs and attitude) led to adoption of the reasoned action approach as the study’s theoretical basis. Each of the social axioms dimensions, namely, fate control, religiosity, reward for application, social complexity and social cynicism, was hypothesised to influence customers’ beliefs about their bank and behavioural intention. Following a deductive approach and adopting a positivistic paradigm, quantitative data was collected from 636 middle-high income customers of the top five South African retail banks using an online questionnaire. The conceptual model was tested using partial least squares structural equation modelling.
The study’s results confirmed that social axioms are a source of individual difference, can explain variances in customers’ beliefs, and are therefore antecedents of corporate reputation. Reward for application has the strongest relationship with customers’ beliefs while the relationship between social cynicism and beliefs was statistically insignificant. Effects of all social axioms dimensions apart from social cynicism were completely mediated in series by beliefs and attitude.
Contributions to corporate reputation scholarship include definition of the construct as a collective of beliefs and attitude and expansion of the set of antecedents to beliefs within the reasoned action framework beyond the traditional personality and demographic factors. In practice the findings endorse the view that corporate reputation is to an extent beyond a company’s control and is in part controlled by stakeholders. As a result, it is suggested that bank marketing executives and reputation practitioners consider including social axioms in customer segmentation models to ensure that their offerings resonate with customers’ general beliefs about the world.Thesis (DPhil)--University of Pretoria, 2020.
Gordon Institute of Business Science (GIBS)
DPhil
Unrestricted
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Joseph, Cynthia 1960. "Theorisations of identity and difference : ways of being Malay, Chinese and Indian schoolgirls in a Malaysian secondary school." Monash University, Faculty of Education, 2003. http://arrow.monash.edu.au/hdl/1959.1/8007.
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Wilkins, Hugh Charles, and n/a. "A Structural Model of Satisfaction and Brand Attitude in Hotels." Griffith University. Griffith Business School, 2006. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20061023.160143.
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This thesis is about the customer experience in hotels. The thesis evaluates the customer experience in relation to the antecedents of behavioural loyalty. Behavioural loyalty is evaluated in relation to customer satisfaction, brand trust and brand attitude. Customer satisfaction is also evaluated in relation to the antecedents of hotel performance, service quality and perceived value. The broad research underpinning this research is: How do consumers perceive and relate to luxury and first class hotel brands? The hotel industry is a large and highly diverse industry that includes a wide range of property styles, uses and qualities (Chon & Sparrowe, 2000; Go & Pine, 1995; Olsen, 1996; Powers & Barrows, 1999). The industry covers the spectrum of small, medium and large enterprises (Brotherton, 2003; Jones, 2002) and makes a significant contribution to national and international economies. The research incorporated data collection in three stages. The first stage was a qualitative study of consumers who self selected as first class or luxury consumers. The data from the focus groups were used to develop items for inclusion in a survey instrument. The focus groups data, together with information gathered from a literature review, were used to develop scales across a number of hotel performance dimensions. In addition scales were included in the survey instrument on customer satisfaction, perceived value, brand trust, brand attitude and behavioural loyalty. The second stage of the research was a pilot study with the survey instrument being distributed to a convenience sample. The data collected at this stage were used to purify and refine the survey instrument. The final stage was data collected from consumers in a number of Australian hotels. The resultant data set comprised 693 completed and useable responses. The data were examined using exploratory and confirmatory factor analyses to confirm the hotel performance and other dimensions. The resultant dimensions showed good psychometric properties. A number of hypotheses were proposed in the thesis and examined using structural equation modelling. Although two hypotheses were rejected the resultant structural model showed strong relationships between the dimensions included. The research identified that service quality is a strong contributor to behavioural loyalty. The stronger pathway from service quality to behavioural loyalty was through customer satisfaction ( = 0.63) although the pathway through brand attitude ( = 0.22) was also significant. Both customer satisfaction and service quality had a significant effect on brand trust and service quality also influenced brand attitude. A number of recommendations for further research were made. These included the replication of this study in different geographic and industry contexts.
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Wilkins, Hugh Charles. "A Structural Model of Satisfaction and Brand Attitude in Hotels." Thesis, Griffith University, 2006. http://hdl.handle.net/10072/365508.
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This thesis is about the customer experience in hotels. The thesis evaluates the customer experience in relation to the antecedents of behavioural loyalty. Behavioural loyalty is evaluated in relation to customer satisfaction, brand trust and brand attitude. Customer satisfaction is also evaluated in relation to the antecedents of hotel performance, service quality and perceived value. The broad research underpinning this research is: How do consumers perceive and relate to luxury and first class hotel brands? The hotel industry is a large and highly diverse industry that includes a wide range of property styles, uses and qualities (Chon & Sparrowe, 2000; Go & Pine, 1995; Olsen, 1996; Powers & Barrows, 1999). The industry covers the spectrum of small, medium and large enterprises (Brotherton, 2003; Jones, 2002) and makes a significant contribution to national and international economies. The research incorporated data collection in three stages. The first stage was a qualitative study of consumers who self selected as first class or luxury consumers. The data from the focus groups were used to develop items for inclusion in a survey instrument. The focus groups data, together with information gathered from a literature review, were used to develop scales across a number of hotel performance dimensions. In addition scales were included in the survey instrument on customer satisfaction, perceived value, brand trust, brand attitude and behavioural loyalty. The second stage of the research was a pilot study with the survey instrument being distributed to a convenience sample. The data collected at this stage were used to purify and refine the survey instrument. The final stage was data collected from consumers in a number of Australian hotels. The resultant data set comprised 693 completed and useable responses. The data were examined using exploratory and confirmatory factor analyses to confirm the hotel performance and other dimensions. The resultant dimensions showed good psychometric properties. A number of hypotheses were proposed in the thesis and examined using structural equation modelling. Although two hypotheses were rejected the resultant structural model showed strong relationships between the dimensions included. The research identified that service quality is a strong contributor to behavioural loyalty. The stronger pathway from service quality to behavioural loyalty was through customer satisfaction ( = 0.63) although the pathway through brand attitude ( = 0.22) was also significant. Both customer satisfaction and service quality had a significant effect on brand trust and service quality also influenced brand attitude. A number of recommendations for further research were made. These included the replication of this study in different geographic and industry contexts.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
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Rajuvarghese, Issac. "Current prevailing attitude of adults and teenagers of the Indian Orthodox Church towards people with HIV/AIDS." Online full text .pdf document, available to Fuller patrons only, 2002. http://www.tren.com.
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Senthilkumar, Krishnakumar, and Abin Jose. "The Attitude of Generation Z towards the Sharing Economy : A comparative study on Indian and Swedish generation Z." Thesis, Uppsala universitet, Institutionen för samhällsbyggnad och industriell teknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-423633.
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As a result of technological growth, there is a change in lifestyle which increases thedemands and expectations of consumers, especially in younger generations. Thisdemand forces the companies to update their business models to fulfil customerneeds, which results in the development of mobile applications and websites thatprovide convenience and flexibility to the users. This development gives rise to thesharing economy; it is the combination of old sharing practices with the newtechnological advancement through online. This sharing system hugely affects theconsumer behaviour, and this consumer behaviour is noted in the younger generation,especially in generation Z as they are the generation with the primary consumermarket in the upcoming decades, who are born and brought up in the internet world.Finding the attitude towards sharing economy is considered between the Indian andthe Swedish generation Z. Therefore, in order to understand more about this concept,a qualitative study is performed with the Indian and Swedish gen Z sharing economyconsumers. Our study includes ten interviews, five on both sides. An integrated modelwas developed from existing theories, which was adapted to analyze and comparethe findings of this study. This framework is regarded as the bedrock for this research,and themes were segmented from the transcribed interviews through the thematicanalysis. The finding of this study indicates that the Indian generation Z respondentsare showing active response to the sharing economy platforms. In contrast, theSwedish generation Z respondents are exhibiting passive participation towards sharingplatforms due to the various factors which are discussed in detail. The researchexplores how each structure is related in this study to evaluate the attitude of Indianand Swedish generation Z.Supervisor:
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Altman, Michael A. "Attitudes towards giving quality service : a comparison between Las Vegas and Windsor Casino employees /." Online version of thesis, 1994. http://hdl.handle.net/1850/11109.
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Nilsson, Lisa, Viktor Höjman, and Patrick Elfqvist. "Customers Sustainability Demand : A comparison between convenience goods and shopping goods." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-26813.
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In pace with a growing awareness among customers, so does the demand for sustainable products increase in various markets. Sustainability is even referred to become a mega-trend (Lubin & Esty, 2010). Although, extensive research can be found on sustainability and its three pillars; environment, social and economic, little is known whether there is a general customer demand for sustainability for any type of good. Therefore, this study’s purpose has been to compare sustainability demand for convenience goods and shopping goods, with the research question ‘Is the customer’s sustainability demand different between different types of goods? And if so, what are the differences?’ By using a deductive approach, hypotheses has been drawn by examining existing research in the fields of consumer behaviour, customer behaviour and sustainability in general but also for the food and apparel industry respectively.With a quantitative method using a questionnaire, primary data has been collected of customers’ sustainability demand within the food and the apparel industries as representatives for convenience goods and shopping goods respectively. The questionnaire was designed to capture customers’ sustainability demand based on their perceived importance of the three pillars of sustainability. A comparison between the industries resulted in significant mean answers of 3,97 for food and 3,17 for apparel, on a six-point scale. Further,a marginally equal level was demanded for the three pillars within food whereas the environmental pillar was considerably less ranked within apparel. The study further compares the sustainable attitude against sustainable behaviour. Actual buying of sustainable goods within all three pillars was shown to be lower than demand for both types of goods. Lastly, an exploratory research was conducted on the two types of goods in combination with demographic factors, resulting in indications of what factors companies should take into consideration. The final conclusion of the research question was that there is a difference in customers’ sustainability demand for different types of goods.
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Coelho, Joana Filipa Pereira. "The impact of luxury perception on affective attitude and purchase intention." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/20655.
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Mestrado em MarketingO mercado de luxo está constantemente mais competitivo, e devido ao seu crescimento proeminente, é fundamental perceber o que realmente importa para os consumidores de luxo, o que os faz sentirem-se atraídos pelas marcas e o que os faz desejar as marcas de luxo. Deste modo, esta dissertação pretende estudar as perceções com orientações pessoais e não pessoais que terão impacto na atitude afetiva dos consumidores, bem como na intenção de compra dos mesmos perante as marcas de luxo. O estudo empírico tem como base uma abordagem quantitativa, utilizando um questionário publicado através de redes sociais, que contou com 238 respostas. Para análise de resultados conseguidos e de modo a testar a relação existente entre as dimensões propostas, foram conduzidas duas regressões lineares múltiplas e uma regressão linear simples.
The luxury market is each time more competitive, and due to its prominent growth, it is important to understand what really matters to the luxury consumers, what makes him feel attracted by brand and what makes desire high-end brands. In accordance, this dissertation aims to test the personal and non-personal orientations that have an impact on consumers' affective attitude and purchase intention towards a luxury brand. The empirical research was based on quantitative approach using a questionnaire published on social media and accounted with 238 responses. To analyse the results and to test the existence of the relationships between the proposed dimensions two multiple regressions a simple linear regression were conducted.
info:eu-repo/semantics/publishedVersion
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Jeon, Sang Mi. "The influence of perceived loyalty program value on satisfaction, switching costs, and attitudinal and behavioral loyalty an empirical investigation of a casino loyalty /." Diss., Connect to online resource - MSU authorized users, 2008.
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Thesis (Ph.D.)--Michigan State University. Community, Agriculture, Recreation, and Resource Studies, 2008.Title from PDF t.p. (viewed on July 7, 2009) Includes bibliographical references (p. 137-145). Also issued in print.
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Baosuwan, Siriwan. "Attitude and satisfaction with internet banking of Bank of Ayudhya Public Company Limited, Thailand." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2727.
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The purpose of this study is to gather information for the management of the Bank of Ayudhya to improve its internet banking service. It explored customer satisfaction, customer attitudes, and the correlation between the frequency of Internet banking usage and customer demographic data.
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DANIELSSON, MATILDA, and LINDA LENNARTSSON. "Vill du bli medlem? En studie av kundklubbar som konkurrensverktyg inom konfektionsbranschen." Thesis, Högskolan i Borås, Institutionen Textilhögskolan, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-20680.
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I dagsläget har flertalet modeföretag valt att fokusera på kundorienterad marknadsföring istället för massmarknadsföring. Stor vikt läggs vid att skapa stabila och långvariga relationer med sina kunder, för att på lång sikt utveckla ömsesidiga värden samt konkurrenskraft på marknaden. Kundklubbar har numera blivit ett relativt vanligt redskap att tillämpa då det kan uppnås en hög grad av kundlojalitet. Verktyget gör det möjligt att samla in samt bearbeta sådan information som är väsentligt för att komma närmare sina kunder och i slutändan få en djupare inblick i vad de efterfrågar. Kundklubben skapar således en möjlighet att på ett effektivt sätt kommunicera med sina kunder. Konsumenter kan besitta varierande attityder och beteenden gentemot ett kundklubbserbjudande beroende på dess innehåll. Av stor vikt är då att erbjudandena relaterade till kundklubben särskiljs från övriga erbjudanden på marknaden, om kunden över huvud taget ska bli nyfiken och intresserad. Flertalet textila modeföretag har även fått insikt i att nuvarande kunder är konsumenter som kan återkomma gång efter gång. Ett exempel på detta är klädkedjan MQ som har fler än 310 000 lojala kundklubbsmedlemmar som tillsammans står för nära hälften av företagets försäljning.Vår studie handlar om att undersöka, beskriva samt analysera vad konsumenter har för attityder och beteenden gentemot kundklubbar i allmänhet, vilka delar som bör ingå i ett kundklubbskoncept för att attrahera konsumenter på den svenska modemarknaden samt vad som gör MQ:s kundklubbskoncept attraktivt. Enkätundersökningarna är främst baserade på kvantitativa frågor medan intervjun med MQ innehåller kvalitativa frågor.Enligt både den webbaserade och den påstana enkätundersökningen menar övervägande delen av konsumenterna att de har en relativt positiv attityd gentemot kundklubbar då de upplever det gynnsamt med rabatter och bonussystem. Dock var det några av respondenterna som hade en negativ syn på kundklubbskonceptet med motiveringen att de ogillade alla reklamutskick och ansåg att det var dåliga rabattsatser. Vidare anser respondenterna att de tre mest betydelsefulla delarna i en kundklubb är rabatter, bonus på allt de handlar som leder till bonuscheckar samt förtur till reor. MQ menar att deras kunder värdesätter det kortlösa systemet där alla köp registreras på personnumret eller legitimationen samt de generösa erbjudandena. Vidare arbetar företaget med att utveckla sin kundklubb och de utför kundundersökningar, omvärldsbevakningar och analyser. De har även en egen avdelning på företaget som sköter aktiviteter rörande kundklubben. Då respondenterna till våra undersökningar strategiskt valts ut har ingen representativ skildring av populationen skapats utan resultatet gäller enbart för de 280 respektive 56 personer som medverkat i de båda enkätundersökningarna.Program: Butikschef, textil och mode
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Bäckerås, Johannes. "What do skin care consumers think about personalization of content, user interface or a combination of both?" Thesis, Blekinge Tekniska Högskola, Institutionen för industriell ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-18880.
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Background The cosmetic industry is growing at a fast pace and, like other industries, there are a few problems regarding e-retailing that makes it hard for customers to make optimal purchase decision. Example of problems are; the number of e-retailers increase, e-retailers’ variety of products increase, and the content is almost unlimited. Companies have started to personalize to solve these problems. However, there is a lack in the literature regarding how-to best design personalization with regard to its dimensions and subcategories. Therefore, the next step is to get an understanding of which dimensions and subcategories that are the most effective. Objectives At present, the majority of the literature regarding personalization focus on how personalization can be performed and not in which way personalization should be performed to increase customer satisfaction and customer loyalty. This means that the knowledge regarding the subcategories within personalization and their effectiveness is limited. Therefore, the purpose of this thesis is to increase the body of knowledge regarding which subcategories that is the most effective in increasing customer satisfaction and/or loyalty. Knowledge about this topic can give companies perspectives to know how personalization should be designed to increase customer satisfaction and customer loyalty. Methods This study was a survey type, resulting in primary quantitative data collecting and analyzes. A pilot test was first made, before the final questionnaire. This to test the reliability and validity. The data from the pilot study were partly analyzed in SPSS and partly analyzed manually. The data from the final questionnaire were then analyzed in SPSS. Results Regarding customer satisfaction, there is a statistically significant difference between content personalization and AIGUI (Adaptive Interface and Graphical User Interface) personalization as well as between AIGUI personalization and combination (content and AIGUI) personalization. However, there is no statistical difference between content personalization and combination personalization. Regarding customer loyalty, the is no statistical difference between the personalization groups. Conclusions An e-retailer in the cosmetic industry should focus on content personalization or combination personalizationBakgrund Industrin om kosmetik växer i en snabb takt och likt andra industrier finns det problem, kring återförsäljare som använder sig utav e-handel, som gör det svårt för kunderna att göra optimala köpbeslut. Exempel på problem är; Antalet återförsäljare som använder sig utav e-handel ökar, deras variationer av produkter ökar och informationen är i princip oändlig. Mål Litteraturen kring personligfiering handlar till större delen om hur personligfiering kan utformas och inte på vilket sätt personligfiering borde utformas för att öka kundnöjdhet och kundlojalitet. Detta innebär att kunskapen kring underkategorier av personligfiering och dess effektivitet är begränsad. Därför är syftet med studien att öka kunskapen kring underkategorier av personligfiering och ta reda på hur dessa påverkar kundnöjdhet och/eller kundlojalitet. Kunskap om detta kan ge företag perspektiv på hur de borde utforma sin personligfiering för att öka kundnöjdhet och kundlojalitet. Metod Denna studien använde sig utav en undersökning för att besvara avhandlingsfrågan. Detta resulterade i en studie av primär kvantitativ datainsamling och analysering. Först genomfördes en pilotstudie för att testa pålitligheten och giltigheten. Datan från pilotstudien var delvis analyserad i SPSS och delvis analyserad manuellt. Datan från den slutgiltiga käten analyserades i SPSS. Resultat Vad gäller kundnöjdhet framkom det att det finns en statistisk signifikant skillnad mellan innehålls personligfiering och AIGUI (Adaptive Interface and Graphical User Interface) personligfiering. Det finns också en statistisk signifikant skillnad mellan AIGUI personligfiering och combination (innehåll och AIGUI) personligfiering. Däremot framkom det att det inte finns någon statistisk signifikant skillnad mellan innehålls personligfiering och combination personligfiering. Vad gäller kundlojalitet framkom det att det inte finns någon statistisk signifikant skillnad mellan de olika personligfieringstyperna. Slutsatser En återförsäljare av kosmetik som använder sig utav e-handel borde fokusera på innehåll personligfiering eller combination personligfiering.
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KrugerKruger, Liezl-Marié Liezl-Marié. "The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry / Liezl-Marié Kruger." Thesis, North-West University, 2014. http://hdl.handle.net/10394/11488.
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It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with relationship intentions are willing to respond to such efforts while other customers will refrain.
Service failures negatively impact relationship marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction and loyalty through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. For this reason, the primary objective of this study was to determine the influence of relationship intention on customer satisfaction, loyalty and retention following service recovery within the cellular industry. Supporting the primary objective, a model depicting the influence of respondents’ relationships intentions on satisfaction, loyalty and retention following service recovery was developed. Furthermore, a model depicting the interrelationships of the relationship constructive dimensions of the service recovery process uncovered during this study was also developed.
Through non-probability convenience sampling of adults 18 years and older (residing in Johannesburg and the surrounding residential suburbs) who have used a cell phone network provider for three years or longer, 605 respondents completed interviewer-administered questionnaires. Demographic and patronage information, together with respondents’ relationship intentions, attitudes towards complaining, customers’ complaint behaviour, expectations of service recovery, perceived service recovery as well as satisfaction, loyalty and retention following service recovery, were obtained.
Results indicated that no associations exist between respondents’ levels of relationship intention and their relationship lengths, as well as whether they had contractual agreements with their cell phone network providers. It is therefore recommended that instead of using relationship length or contractual agreements, cell phone network providers should use customers’ relationship intentions to identify customers for relationship marketing purposes. Findings from this study furthermore include that respondents’ relationship intentions influence their propensities to complain, as well as the likelihood that they will voice a complaint regarding dissatisfactory service delivery. It is therefore recommended that cell phone network providers use the opportunity to identify customers with relationship intentions through customers’ complaint behaviour.
This study found that respondents’ relationship intentions influence both their expectations of cell phone network providers to take service recovery action, as well as their perceptions of service recovery. Respondents’ relationship intentions also positively influence their satisfaction, loyalty and retention following service recovery. Based on these findings, it is recommended that cell phone network providers should always take corrective action following service failures (such as billing errors in this study), preferably by including at least an acknowledgement, apology, explanation and rectification of the problem as part of the service recovery efforts. Such a combination of service recovery efforts will increase the satisfaction, loyalty and retention of customers with higher relationship intentions.
From the results it can be concluded that customers’ relationship intentions influence their behaviour with regard to propensity to complain, voicing, expectations of service recovery action, perceptions of service recovery, as well as satisfaction, loyalty and retention following service recovery, when service failures occur. The proposed model developed from these findings results in the recommendation that cell phone network providers should view the service recovery process as an interrelated process influenced by customers’ relationship intentions. Cell phone network providers should note that customers with higher relationship intentions will attempt to salvage the relationship when service failures occur, which contributes to their satisfaction, loyalty and retention following service recovery.
This study contributes to establishing relationship intention theory by confirming the positive influence of customers’ relationship intentions on constructive behaviour when service failures occur. Moreover, practical recommendations concerning cell phone network providers’ response to billing errors are proposed. Future research should address the methodological limitations of this study by using probability sampling, and data should be collected from all South African provinces. Real-time service failures should be considered as opposed to the scenario-based approach used in this study. Important influences on customer behaviour when service failures occur, such as the perceived severity of service failure, service failure type, perceived justice and attributions, should also be considered with regard to their influence on the constructs of this study. Lastly, the antecedents of or differences with regard to customers’ relationship intentions based on personality, generational cohort or population group deserve further attention to establish relationship intention as study field within the domain of relationship marketing.PhD (Marketing Management), North-West University, Potchefstroom Campus, 2014.
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Davis, Lenita Marie. "ESTABLISHING ONLINE STORE LOYALTY: THE ROLE OF ATMOSPHERICS AND PLEASURE IN CREATING ONLINE STORE LOYALTY." University of Cincinnati / OhioLINK, 2001. http://rave.ohiolink.edu/etdc/view?acc_num=ucin997805917.
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GOEL, YOGESH. "UNDERSTANDING THE ATTITUDE OF INDIAN CUSTOMER TOWARDS ADOPTION OF THE VEHICLE BUYING PROCESS ONLINE." Thesis, 2015. http://dspace.dtu.ac.in:8080/jspui/handle/repository/17419.
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E-commerce needs no introduction in today’s competitive environment. E-commerce is latest generation of commerce. It is the one that can be done anywhere and anytime on the internet. The e-commerce industry is one of the fastest growing sectors in India today. The growing no. of first generation entrepreneurs, small medium and micro scale industries and growth in infrastructure impact e-commerce industry in India. In recent years there is a great transformation in the way India shops and trades. Earlier people used to go to markets to shop for things like clothes, groceries, shoes etc., then they switched to malls but now they don’t need to go anywhere. They can now shop sitting at anyplace and without wasting their time. According to Capgemini; the Internet makes shopping into an anytime and anywhere thing. It has been seen that mostly vehicle buyers use Internet while buying a vehicle, not for the entire purchase but to research vehicle features and ratings.
India is one of the largest markets in the world for the automotives. It ranks sixth in manufacturing of passenger car and commercial vehicle in the world and third in Asia with an annual production of more than 39 lacs units. It has 3 major automobile manufacturing hubs each in west, south and north India.
This research was done with the objective to explore the problems faced by customers while buying a new vehicle (both 2 wheelers and 4 wheelers) in the existing system and to identify the proper channel to make the entire process of buying a new vehicle easier. This study enables us to answer the following questions: 1. What problems are faced by consumer while buying a new vehicle ? 2. What sources are preferred by customer for researching a new vehicle ? 3. Do customer prefer to buy things online ? 4. How satisfied are the customers from the different sources of information for buying a new vehicle ? 5. How many dealerships customer do visit before buying a new vehicle ? 6. How social media Influence the decision of buying a new vehicle ? 7. How much level of interaction customer expects from a manufacturer/ dealer on online platform/ social media ?
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8. What are the reasons of visiting a dealership when every information is available online ? 9. Do customer wants to complete the entire process of buying a new vehicle/ spare parts/ accessories online or they prefer to pay extra to physical outlets ? 10. What facilities customer want to have on the manufacturer/dealer/3rd party website ?
Why is there a need for this kind of study ? 1. As E-commerce in India is growing exponentially in every field so there is a huge opportunity of entering in E-commerce with a new concept. 2. To know, will customers prefer to buy a vehicle from E-commerce leaving traditional method behind. 3. To check the potential of online buyers. 4. To suggest the manufacturer to enter in a new channel to sell vehicle because it is a new market to enter in.
There was not adequate literature available on this topic as no research was done so far. A questionnaire was prepared framing the inquiry as part of this market probe, the questionnaire focused on answering the following questions: What are the major issues car-buyers face when buying cars today? How may online buying address these issues? What gender and age groups are likely to consider buying online? What concerns do buyers have for online car buying? What may address these online buying concerns? The data in the study was analyzed primarily by depicting it using various Pie Charts and Bar charts and basic Microsoft excel functionality. Telephonic, email, and internet surveys were conducted which consisted of mostly closed ended questions. As per the analysis on the data of 107 respondents collected via various online mediums (Facebook, E-mails, Watsapp and telephonic interviews), It was seen that 70.69% respondents of the age group 18-25 were more active online and prefer to shop online. So for the future perspective companies should shift their traditional channel to the modern channel i.e. online channel because younger generation wants to do things in easier way to save their time and efforts. 85% of the respondents use
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internet for vehicle research. So if they get an option to buy vehicle online then they will definitely give it a try. 73.26% females preferred to shop online but they were not bothered about the vehicle research. They just wanted to complete their shopping comfortably. The biggest problems customers faced were availability of too much options in the market and difficulty in comparing them. This feature was provided by some 3rd party websites but their data were not much authentic and only 40.60% respondents were not satisfied with this. So OEM should develop a comparison feature on their website so that customer can compare the competitors’ models with their product. For e.g. Maruti Suzuki website gives an option to compare their model Swift Dzire with Hyundai’s i20, Honda’s Amaze, Toyota’s Etios and others. Many respondents face problem of location of dealerships because different brand dealers are located in different location of the city. To solve that problem companies can create an auto mall concept in which different brand dealers are operating under one roof. Some respondents also faced a problem of availability of desired colour and model variant with the dealer. This can be solved by managing the real time inventory with dealers on manufacturer website so that customer can check the availability and contact the dealer instead of waiting for it. This will also reduce the no. of dealers customer visit/contact before buying a vehicle because maximum no. of customers visit/contact dealerships just for checking the availability and offers. Some respondents faced problem of different prices and offers with different dealers. This can be solved either by restricting dealers to offer different prices or it can be done by showing offers of different dealers on their website. Many respondents said that the sales staffs in dealerships do not having sufficient knowledge about their product or about competitor’s product in the same segment. This can be solved by giving the proper training to the sales staff. Price negotiation is again a big problem. This problem can give a good business opportunity to start. A 3rd party website can provide negotiation services. They can negotiate from dealers for the customer. People are now becoming more active on the social media. 55.70% respondents said that they hadn’t posted any auto related experience on social media but in future they’ll surely post their experiences. So companies should make their presence felt on social media to monitor customers’ experiences and comments. 73.58% customers said that they’ll prefer to buy vehicle from manufacturer website if some add on benefits will be given. This is just because customers trust manufacturers the most. So it’s a great opportunity for the manufacturer to launch an online buy option
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on their website. It’ll increase their sales and margins.Around 60% respondents believe that buying vehicle online save great time and effort. The most wanted features on the website are full range of product information, detailed comparison of vehicles, customer reviews, live feedbacks & customer service.
This concept of buy online will eliminate middle man and hence increase profit margins of the company. It also enables customer to save time and effort in buying the vehicle. Initially companies may face problem related to payments but it can be solved by providing COD, DD/ Banker’s cheque pickup before delivery or by giving an option of pay online through trusted payment gateway (Visa Verified etc.) on payment page. Another problem might be related to warehousing because after implementing this, the manufacturer has to maintain inventory on their own and lease warehouses. But it is not a big problem in comparison to the profit margins they get by implementing this concept.
Though the project was done to achieve accurate results but there might be some errors due to a few limitations like the results are based on survey conducted on 107 respondents only because of time and cost limitations and the study of this kind is highly specific to the automobile buyers. Some of the respondents were not much interested in answering questions, so there might be some unwillingness errors. To remove these errors it can be conducted at larger scale including other mediums of data collection and by giving respondents some rewards to increase their willingness to answer. This concept is a win-win situation for all. Manufacturer will earn higher profit margins, customer can save their time, money and efforts and dealerships can focus more on service centers and create a good ROI because service centers have good margins of about 70% than the sales team which has about 5% margins.
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Tseng, Chien-Chie, and 曾劍琪. "Customer Loyalty: Attitude, Behavior and Development." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/54105271733999463449.
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碩士國立東華大學
企業管理學系
93
In Taiwan, Personal Computer(PC) industry is a new and important industry. Many companies focus their resource in technique and efficiency, but are their strategies right? In the past, companies facing an expanding economy and rapidly growing markets could practice the “leaky-bucket” approach to marketing. However, companies today are facing some new marketing realities. Changing demographics, a slow-growth economy, more and more competitors, and overcapacity – mean that there are fewer new customers could be found. The costs of attracting new customers are rising. How to keep customer loyalty is the most important thing in this industry. This study based on Oliver’s (1997) four-stage loyalty (cognitive, affective, conative and action), proposes a “customer loyalty development model”. By using the questionnaires to survey the consumers of PC industry in Taiwan, author find the following results: (1) Customers have high cognitive and affective, but low conative and action; (2) Cognitive has a high positive effect on affective; (3) Affective has a positive effect on action; (4) Conative is a positive mediator between affective and action; (5) The effect of conative in middle product knowledge customer is lower than high or low product knowledge customer; (6) The effect of conative in high involvement customer is higher than others.
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CHEN, YI-JU, and 陳怡如. "Customer Attitude and Satisfaction towards Green Hotel." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/nz7x39.
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碩士國立雲林科技大學
創意生活設計系
106
Design is a kind of logical creation behavior. Therefore, after considering various information and intelligence, designers will gradually analyze and explore according to people's needs, and then use unique aesthetics to interpret ideas and achieve exciting works. Green hotels have been in the world for many years. Every hotel has different focus on green environmental protection. The only thing that is the same is that we hope to do our best for the earth. In today's generations with strong tourism demand, the competition is more and more intense. How to use environmental protection in many accommodations The premise is favored by the residents, which in turn leads to consumer behavior. I hope to explore the consumer's accommodation experience review and analyze the expectations of the green hotel experience design. The hotel industry is a resource-intensive industry, so we should do everything we can to reduce the impact on natural resources. The reason is very simple. In fact, it is a challenge to implement. Good design is a good business, and the more attention is paid to the brand. The more emphasis is placed on design, the good design can make passengers feel comfortable, and unconsciously also plant good factors for environmental protection, using human empathy and understanding to design experiences and create opportunities for active participation and participation. This study "study on the elements of the green hotel experience design from the current situation of the hotel industry", "the criteria for analyzing the green hotel experience design from the customer satisfaction analysis", and "understand the consumer's behavior towards green consumption will" research and investigation. First, use the expert interview method to learn the current situation of the hotel industry, and then use the content analysis method to integrate, and carry out the Mann-Whitney U test and the orderly Logis regression to converge and extract elements, and integrate the design. Get out of the green hotel experience design direction to understand the consumer's thoughts and feelings about the green hotel experience design. The times have changed. What we want to do is not just to maximize the value of business. Humans have developed into this era. We don’t need to grow any more quickly. We need to rethink the architecture, a model that can be sustainable. Now that the ecological crisis is about to reach its boiling point, the key to solving the economic crisis and the ecological crisis will emerge in the emerging green wave. As the public's awareness of sustainable development increases, travelers will also pay attention to the proportion of services that hotels implement green initiatives. In the face of increased consumer environmental concerns and increased pressure on resource over-use, the hotel industry is bound to consider more ways to change. To give consumers more opportunities to enjoy green consumption and green service experience. The younger generation of consumers will have more interest in environmental issues and will be more likely to become a demand.
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Chen, Weiju, and 陳韋如. "The Relationships among Experiential Marketing, Brand Personality, Customer Satisfaction, Attitude, and Customer Loyalty." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/42449258901634264359.
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碩士靜宜大學
國際企業學系
101
With the progress of the times and economic development, people pay more and more attention to quality of life. In Taiwan, consumer behavior is a very popular research field, according to previously research, the experiential marketing strategy is very helpful to increase the performance of the business, nonetheless, the experiential marketing research that links brand personality and attitude is rare, so it raise our motivation to do the related research. However the business under the highly-competitive market that it how to own the differences through experiential marketing, and understand the feeling of customers deeply to promote the whole performance. Therefore, the purpose of the study is to empirically investigate the relationships among experiential marketing, brand personality, customer satisfaction , attitude, and customer loyalty. In this study, the main target we chose was the people who went to a well-known leisure garden in Taichung, and than we collected 256 samples by convenience sampling of questionnaire survey. The data has been compiled in a database using the SPSS for Windows software program. The statistical methods include descriptive analysis, factoring analysis, Pearson product moment correlation, and regression analysis. The results indicate that experiential marketing has a direct positive effect on customer loyalty, and positive effect on brand personality, customer satisfaction and attitude. In addition, brand personality has a direct positive effect on customer satisfaction. Moreover, the results also presented that brand personality, customer satisfaction and attitude have a direct positive effect on customer loyalty. Finally, according to the research results, it may provide a helpful direction for marketing management.
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HUANG, SHENG-PING, and 黃昇平. "The study of customer attitude toward foods automatic vending." Thesis, 1991. http://ndltd.ncl.edu.tw/handle/32746383963547995988.
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CHIU, PEI-HSIN, and 邱佩芯. "The Study of Customer Attitude Toward Edible Floral Food." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/09352063749104015864.
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碩士建國科技大學
服務與科技管理研究所
103
Flowers are used for decoration, for beautify the environment and greeting in tradition. They can also apply in bathing, beauty and air fragrant. People are more intent in high life quality. The LOHAS lifestyle becomes more popular. The trend of flower products is changed from fragrant-drive to health-drive. Customers’ intention toward the edible flowers is still unknown. The purpose of this study aims to understanding respondents’ attitude to edible flowers. We adopt SPSS18.0 and AMOS18.0 to analysis data. A confirmatory factor analysis (CFA) was performed to evaluate convergent and discriminate validity of the constructs. Next, a structural equation analysis was applied to test the research hypotheses empirically. The description analysis is used in knowing the sample distribution. The structural equation model is used to test research hypotheses. Results shows that sense consciousness, health consciousness and food safety effect edible floral food attitude positively. The food safety had a negative effect to edible floral food attitude. If we consider LOHAS as a moderator, people with low LOHAS grades concerns health perception and food safety. Otherwise, people with high LOHAS grades concerns sense consciousness and perceived curiosity. We suggest that edible floral industry can develop different material according to the flower smells. A health concepts of floral food needs to be delivered. Also, the food traceability should be included to earn consumers’ trust.
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廖信捷. "The effects of customer product knowledge, intrinsic motivation, extrinsic motivation on customer knowledge sharing attitude." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/f7s533.
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Huang, Hao-Han, and 黃皓含. "Exploring the Impact of Organizational Customer-Service Culture on Employees’ Attitude and Behavior and Customer Satisfaction." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/97553810440189400739.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
99
To achieve lasting superior market performance, organizations must creat sustainable competitive advantage. And the purpose of creating superior customer value and maintaining sustainable competitive advantage, companies must be armed with two kinds of organizational culture: customer orientation and service orientation. The two constructs have received much attention in the marketing literature. However, relatively few research has simultaneously discussed both customer orientation and service orientation, and little effort has been made to distinguish the differences of the two constructs. Furthermore, most extant research focuses merely on either organizational level or individual level of each orientation, with no attempt to explore the relationship between the two levels of analysis. In order to address these research gaps, this study provides a conceptual framework to examin the impact of organizational customer-service culture (including customer orientation and service orientation) on employees’ attitude and behavior and customer satisfaction. This study investigated 283 frontline employees in several service industries and their 283 consumers via personal interview with qustionnaries. The results of the analysis with structural equation modeling reveal that: (1) the organizational level of customer orientation values and policies is significantly related to the employee level of customer orientation attitude and behavior, and the organizational level of service orientation is also significantly associated with the employee level of service orientation. (2) The attitude and behavior of employees’ customer orientation are significantly linked to customer satisfaction with employees and with firms. Moreover, the attitude and behavior of employees’ service orientation are also significantly connected to customer satisfaction with firms, but not significantly related to customer satisfaction with employees. (3) Customer satisfaction with employees has a significant effect on customer satisfaction with firms. The findings can render firms a deeper insight into the importance of the customer-service culture, and also indicate that frontline employees play a pivotal role in obtaining critical organizational customer outcomes, such as customer satisfaction. Finally, in addition to discussing the managerial implications of the findings and research limitations, the study also provides some suggestions for future related studies.
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Kou, Fang-Yu, and 郭芳瑜. "Investigation into Customer Attitude and Behavioral Intention toward Loyalty Program Prioritization." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/01379106146364213947.
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碩士國立高雄第一科技大學
行銷與流通管理所
97
Many companies have begun to implement “hierarchical loyalty programs,” but only a few studies have been focused on this theme. Moreover, these studies mostly concentrate on high profitable or top-tier customers, relatively little attention has been paid to the low-tier customers. The purpose of this study is thus to understand the low-tier customers’ attitude and behavioral intention toward hierarchical loyalty programs. Particularly, this study identified some critical antecedents of that attitude and initially investigated the moderating effects of the type of relationship commitment and the customers’ expectation of future status-upgrading. This study employed experimental scenarios to examine the proposed framework. Based on a sample of 180 college students, we found that (1) Customers’ perceived value-reduction of the hierarchical loyalty program (the reduction of that program’s economical value, service quality value, and social-psychological value) was strongly related to the customers’ dissatisfaction with the hierarchical loyalty program, with the reduction of the social-psychological value being the most influential, followed by the reduction of the service quality value, and them the reduction of the economical value. (2) The type of relationship commitment significantly moderated the above relationship - when the customer was borded affectively (calculatively) with the company, the above relationship was weaker (stronger). (3) Customers’ dissatisfaction with the hierarchical loyalty program was negatively related to their staying intention toward the program. (4) The customers’ expectation of future status-upgrading significantly moderated the aforementioned negative relationship between customers’ dissatisfaction with and their staying intention toward the hierarchical loyalty program – when the expectation was high (low), that relationship became weaker (stronger). This study can provide considerable insight into the research on loyalty programs. It can also help companies to further understand the impact on customers of the implementation of their hierarchical loyalty programs. This knowledge will in turn assist companies inproving the effectiveness of those programs as well as the performance of retaining customers. The authors discussed the managerial implications of the findings and also provided suggestions for both researchers and practitioners who would be interested in this field.
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LI, YUN-FUN, and 李耘輔. "Research of customer Attitude and Behavioral Intention towards Tablet Personal Computer." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/79066883350598548046.
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碩士國立宜蘭大學
應用經濟與管理學系經營管理碩士班
102
Ever since iPad was put into market, it has created a new overwhelming business trend to the world. The Revolutionary innovation force every PC manufacturing companies are dedicated to research and develop its own brand tablets. The study was based on thesis survey and combine the concepts of Technology Acceptance Model(TAM) and Decomposed TPB Model(DTPB) as the frame structure. It is conducted to know customers’ attitude and behavioral intention toward to tablet PC. The survey was issued by web-based and paper-based questionnaire survey modes. Total 252 valid questionnaires were obtained. And the results of the study are as follows: 1.Self-Efficacy and Subjective Norm have significant positive influences to perceived ease of use and Compatibility. 2.Subjective Norm and perceived ease of use and Compatibility have significant positive influences to Perceived Usefulness and playfulness. 3.Perceived Usefulness and playfulness have significant positive influences to attitude. 4.Attitude, Subjective Norm and Perceived Usefulness and playfulness have significant positive influences to Behavioral Intention.
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Lin, Ya-ting, and 林雅婷. "State-owned brand extension product customer attitude and purchase intention research." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/24984274184272884269.
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碩士國立中山大學
公共事務管理研究所
98
Since 1989 government due to the economic liberalization and internationalization policy operation, the privatization of public enterprises as one of its specific policies. So state-owned enterprises to seek business strategy that towards the diversification of development. Brand extension of the approach is state-owned enterprises typically use the marketing strategy. For example, Taiwan Sugar Corporation entered the biotech cosmetics industry, the introduction of Stanlen series of cosmetic products. CPC Corporation branched out into health food industry, in petrol station sale of a series of health food stations. State-owned enterprises in the introduction of extension products is often accompanied by promotional activities conducted. According to scholars, Mela, Gupta and Lehmann (1997) found that long-term use of price promotion strategy (e.g.: discounts), may have a negative impact on the brand. Therefore, this study is to investigate the marketing activities with the brand extension strategy for the extension of product attitude and purchase intention impact, and the extension fit whether interfere with or affect the effectiveness of brand extension strategy. This study adopt 2 (state-owned brand attitude: good attitude, bad attitude) X2 (Promotion Type: Price promotions, non-price promotion) X2 (extension fit: high, low) experimental method. Discussing independent variable state-owned brand attitude and Promotion Type, interfere with variable extension fit , to dependent variable purchase intention and extension of product attitude interaction effect. state-run business of Taiwan Sugar Corporation and Taiwan Water Corporation, which produce the packaging water as the brand of experimental. And promote type (price, non-price) and the extension fit (high, low) composed of four kinds of scenario, each scenario sample number of 41 ~ 43, the total valid sample size was 167, mainly test on three university of the students in Kaohsiung. The results showed, the subjects of the original state-owned brand attitude will be transferred to the extension product, thereby affecting the purchase intention and extension product attitude. The subjects which to price promotion have more purchase intention than non-price promotions, but do not affect the extension product''s brand attitude. Different extent ion fit will interfere purchase intention and it will effect different attitude, promote type, extension product''s attitude.
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Pillay, Govindamma. "An investigation into the caste attitudes that prevail amongst Hindus in the Durban metropolitan area." Thesis, 1991. http://hdl.handle.net/10413/6827.
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Lin, Guan-Yu, and 林冠宇. "The impact of Service Recovery Attitude on Customer Satisfaction and Loyalty Behavior." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/y297kv.
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碩士國立高雄第一科技大學
行銷與流通管理系連鎖加盟管理碩士班
105
Retail businesses are aware that consumers are becoming more demanding of their offerings. To enhance customer retention through better service quality and shopping experience, retailers invest resources to maintain store environment and improve service quality. However, if internal environment and service quality do not live up to consumer’s expectation, it is crucial for retailers to engage in service recovery in order to restore customer satisfaction. This study explores the influence between service recovery and customer loyalty among consumers in department stores and supermarkets. A questionnaire survey was conducted using convenience sampling. A total of 402 valid questionnaires were obtained and analyzed by SPSS 20.0 to examine the hypothesis of the research. The methods included descriptive statistics, reliability analysis, t-test, factor analysis, one-way analysis of variance and regression analysis. The results are as follows: (1) Store service recovery attitude has a positive impact on service recovery satisfaction. (2) Service recovery satisfaction has a positive impact on customer loyalty. (3) Service recovery attitude will influence customer loyalty through service recovery satisfaction. The results further show that store involvement has no significant influence in service recovery attitude, service recovery satisfaction and customer loyalty. On the other hand, demographic variables have partial influence on three constructs: service recovery attitude, service recovery satisfaction and customer loyalty. Finally, according to the results, managerial implications are discussed and recommendations are proposed.
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Hsu, Wei-Lun, and 許偉倫. "The influence of Department store cosmetics salespersons’ service attitude on customer satisfaction." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/21535641284979453410.
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碩士義守大學
管理研究所碩士班
95
The interaction between a service provider and a customer is an important determination of the customer’s satisfaction. Most of the literatures of service quality and satisfaction are quantitative. In order to know the further situation about interaction and customer’s satisfaction, the study used qualitative analysis to understand the real situation. The study is under the framework of “Role theory” which is from customers and cosmetic salespersons’ point of view respectively to study the interactive process. The findings are: 1. The role ambiguity of cosmetic salespersons will result in salespersons’ job tension. 2. The salespersons have to achieve the sales goal set by their company. That’s why they interact with different customers in different attitudes. 3. According to the difference of the salespersons’ own company, this study induce two kinds role of cosmetic salespersons. They are specialized cosmetic beautician and cosmetic service provider. 4. Customers prefer the role of cosmetic service provider. 5. Customers have loyalty not only in brands and products, but salespersons. They will consume again when satisfied with the attitudes of the salespersons.
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Jia-JhenLi and 李佳蓁. "The Effect of Perceived Control on Customer Satisfaction, Attitude, and Purchase Intention." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/74656069832718061187.
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碩士國立成功大學
創意產業設計研究所
98
This research attempted to understand the customer responses to the website when they have more alternatives of the interface beside product itself. Web based questionnaire was used in this study. Respondents experienced the experimental websites first and then finish the questionnaires according to their personal feelings. The customer responses were investigated through customer’s satisfaction, attitude toward the site, and their purchase intention. This study also adopted need for cognition as the moderate factor to find out whether the customers’ personal difference could impact their perception. The results show that customers are more likely to perform positive responses while they perceive more control during their shopping process. However, the result also shows that there are no significant effects on customer responses across different types of respondents’ need for cognition.
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Wang, Kuan-hsiang, and 王冠翔. "The Effects of Service Attitude and Service Attributes on Customer Perceived Value." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/58857253990411612022.
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碩士致理技術學院
服務業經營管理研究所
99
Customer perceived value is not only the key factor to create customers' satisfactions and loyalty, but also the competitive strength of corporate profitability. When companies interact with customers, service attitude is the key factor. In addition, consumers will have different cognition towards service in different types of industries. This study try to examine the relationship between service attitude, which acts as independent variable and customer perceived value, which acts as dependent variable, as well as the moderating effect caused by service attribute to the above relationship. The objectives in this research focus on the customer groups which in apparel, beauty salon and healthcare industries. A total of 350 questionnaires were distributed, 334 questionnaires of valid samples were retrieved, and the valid return rate was 95%. The quantitative data was analyzed by demographic analysis, reliability analysis, correlation analysis, Variance Analysis, multiple comparison and Regression analysis, the result is obtained as follows: (1) Service attitude obvious and positively influences customer perceived value. (2) Service attitude obvious and positively influences perceived service quality. (3) Service attitude obvious and positively influences transaction value. (4) Service attitude obvious and positively influences product price. (5) Service attitude obvious and positively influences purchasing experience. (6) The relationship between service attitude and customer perceived value is moderated by service attribute.
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Wang, Yu-Pu, and 王毓璞. "Exploring the impacts of brand image and advertising attitude on customer satisfaction." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/74998340245916995983.
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碩士亞洲大學
國際企業學系碩士班
101
This study attempts to develop integrated research model to explore the impacts of brand image and advertising attitude on customer satisfaction. The integrated theoretical model focuses on the interrelationship among brand image, advertising attitude, perceived quality, perceived risk, and customer satisfaction. The main purposes of this study are to analyze the influences of brand image and advertising attitude. Second, the impacts of perceived quality and perceived risk on customer satisfaction deserve further consideration. This study collects data by Internet-based and paper-based questionnaires during four months. The statistical techniques adopt contain descriptive statistics, factor analysis, reliability analysis, canonical correlation analysis, and structural equation modeling (SEM). The empirical results indicated that brand image can significantly affect customer satisfaction, perceived quality, and perceived risk. Secondary, advertising attitude has significant influences on customer satisfaction and perceived quality. In addition, both perceived quality and perceived risk have significant influences on customer satisfaction. Besides, brand image can affect customer satisfaction through enhance customer’s perceived quality or reduce perceived risk, but advertising attitude just can affect customer satisfaction through enhance customer’s perceived quality.
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Han, Wang Pei, and 王沛涵. "The Relationships among Service Attitude, Customer Trust, and Customer Loyalty Response of Convenient Stores－A Case of Potential Entrepreneurs Standpoint." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/p8y3u9.
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碩士開南大學
商學院碩士在職專班
104
In recent years, there is gradually a change of the Taiwan’s industrial structure. An output value of services industry is higher than manufacturing. Convenience store with a variety of convenient services functions, so it has become one of the stores a consumer indispensable. Since the kick from the service sector, people slowly changing employment patterns. The proportion of people start their own business is increasing, especially in the operation of convenience stores as a business preferred. With the high growth brought about fierce competition, convenience store operators are required to think about how to improve service quality and establish a good reputation and image, to meet consumer demand, and improve the repurchase intention. Therefore, the potential entrepreneurs in terms of entrepreneurial motivation, it’s important to study the relationships among service attitude, customer trust, and customer loyalty response. The aim of research is the potential entrepreneurs who live in Taoyuan City, over 20 years old, and weekly consumption to a convenience store at least twice. This research employs a convenience-sampling method. The design of the questionnaire was based on the literature review. The content of the questionnaire included basic information, service attitude, customer trust, and customer loyalty response. 330 questionnaires were issued, and 330 questionnaires were returned. There are included 300 valid questionnaires and 30 invalid questionnaires. The effective received rate is 90%. The data were analyzed by a Cornbach’α, an item–to-total, and a construct validity. After they reaching an acceptable standard, then analyzed by SEM method. The results of the research are as follows: (1) The service attitude and customer trust is significantly positive relationship; (2) the customer trust and customer loyalty reaction is significantly positive relationship; (3) The service attitude and customer loyalty reaction is significantly positive relationship. According to the results, the study expects to meet potential business entrepreneurs, and can provide operators expand existing business reference.
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Zafar, Muhammad Asim, and 札法爾. "The Technology Acceptance Model to Determine Customer Attitude Towards E-payment QR Code in Retail Stores: Customer Perspective in Taiwan." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/4545xu.
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碩士中華大學
科技管理學系
107
Technology is one of the most important factor of growth in today’s world. Which is contributing to the national wealth and playing a paramount role in uplifting the underdeveloped/ developing economies. Technology is providing solutions to many problems or easing the way of working. In the same manner the role of technology in retail payment cannot be ignored. It has its own importance to support the transaction process or method of payment in physical retail stores. Which is commonly known as e-payment method or e-payment systems. There are different electronic or e-payment methods are available such as NFC (Near Field communication), online transactions, e-wallets, but in this study we primarily focused on QR (Quick Response) code payment which is becoming popular in 21st century due it’s low operating cost, ease of use, secured payment method etc. Moreover, till now it’s considered to be the best and useful method of cashless payments. The use of QR code is not limited to the e-payment systems but many others as well. This study emphasis Taiwanese market and consumer attitude towards QR (Quick response) code payment in retail store. The respondents of this study are Taiwanese smartphone/tablet users only. To measure consumer behavior, Technology Acceptance Model is employed to better understand their attitude and adoption/acceptance of QR (Quick Response) code in Taiwan. The outcomes of this study will help the retailers to launch QR (Quick Response) code for the payment in order to facilitate the needs of customer and save their cost at the same time. Results of this research will also help the mobile phone companies who has not introduced built-in QR code scanner apps/ cameras in their phones to meet the requirement of smartphone users. Keywords: QR (Quick Response) code, Consumer Attitude, E-Payment, Cashless Payment System, Technology Acceptance Model – TAM
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Watung, Prytania, and 黃秋月. "CLOSE FRIENDS INFLUENCE ON CUSTOMERS’ ATTITUDE TOWARD SOCIAL MEDIA AS OMNICHANNEL CUSTOMER EXPERIENCE." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/44480672261632261059.
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碩士國立臺灣科技大學
資訊管理系
105
The internet escpecially social media become an important part in customer daily life. Brands started to have fully transition their marketing efforts to social media channels. With the development of technology customers are become more omnichannel by use multiple channels to have experience with brand. Omnichannel is where all channels are manage together in unity. Close relationship directly and indirectly influence consumer in their perception, decision, attitude and motive but close relationship in marketing mostly been used for explain term between brand and customers, only few of study looked for the influence of close relationship especially close friends in consumer behavior. To find out the close friends influence on customers’ attitude toward social media as omnichannel customer experience could become a competitive advantage to brand or company which trying to use social media as one of their customer experience channel. The research methods that been used is survey and correlation research by use quantitative approach. The result is close friends have indirect effect toward customers’ attitude through customers’ subjective norm and motives. Close friends could not influence customer directly to use social media as omnichannel customer experience, but close friends can influence customers’ attitude through customers’ subjective norm and motives.
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HSUEH, YA-FANG, and 薛雅芳. "Exploring the Relationships Among Corporate Social Responsibility, Customer-Company Identification, and Brand Attitude." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/72x2cg.
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碩士國立高雄第一科技大學
行銷與流通管理系碩士班
105
Brand is one of the most valuable intangible assets of the enterprise. Nowadays, consumers will choose the brand to distinguish each other and define self-value. Peer pressure makes them imitate in order to avoid being alienated by the community and bring about "fish streaming". The importance of corporate social responsibility issue is increasing. Consumers will be triggered a sense of corporate identity by the corporate social responsibility and by the choice of brand preferences to bring about a sense of belonging. That is, the brand can represent the consumer’s lifestyle. This study took the general public as the research object and adopted web survey to explore the relationships among corporate social responsibility, customer-company identification, and brand attitude. We took “O’right” enterprise as an example. Structural equation model (SEM) was used for testing the hypothesis relations. According to the results, this study found: (1) corporate social responsibility and dependent self-construction were both positive impact on customer company identity and brand attitude. (2) High customer involvement did not have a positive moderating effect.
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Lin, Wen Hua, and 林雯華. "The Relationship Between Customer''''s Life Style, Attitude Toward Fast Food Resetuarat''''s." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/40518091032806774429.
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碩士中國文化大學
觀光事業研究所
88
In recent years, it has become a popular practice for fast food restaurants’ to offer discount coupons as one of their marketing tactics. As Feltenstein (1998) once put it “…… They are a legitimate part of a marketing plan, as long as you are able to discount your product without discounting your image”. The purpose of this study, therefore, is to investigate the relationships among consumers’ life style and their attitudes toward discount coupons and their coupon usage. Convenience sampling procedure was used in this study. 500 questionnaires were handed out to dinners at fast food restaurants. Of the 500questionnaires, 461 were returned, resulting in a response rate of 92.2%. Frequency analysis, Cronbach’s alpha, Pearson correlation, Factor analysis, Cluster analysis, Chi-square, Discriminant analysis, MANOVA, and Linear Regression analysis were applied to analyzed the data collected. In this study, fast food restaurants’ dinners were grouped into 5 clusters according to their life style, namely, “financially optimistic people”, “information seekers”, “art-loving travelers”, “born to be leaders”, and “curious and optimistic people”. Among these 5 groups of respondents, “curious and optimistic people” have a more positive attitude toward discount coupon, and were more likely to use discount coupons compared with other groups.
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Pei-JunChen and 陳姵君. "The Study on Relationship among Online Service, Servicescape, Provider Attitude and Customer Loyalty." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/83551045900866656908.
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碩士國立成功大學
工業與資訊管理學系
102
As the internet becomes more and more sophisticated and information technologies are getting improved, consumers are getting more options to select in service industries. The coffee shop industry is an excellent example of useing the internet along with several technologies to boost marketing endeavors. It’s important for the coffee shop industry to attract new customers and retain the existing customers. However, consumers usually value the service provided by the restaurants that are able to meet the needs of customers. We select the coffee shop industry as the scope of this research, targeting café’s such as Starbucks, Dante and Ikari. The descriptive SEM analyses are used to validate the conceptual relationship model based upon relevant literature to assess consumer demand for services and draw further insights regarding managerial strategies. The results show that the coffee shops with online services provided will have a positive impact on consuners for the servicescape, provider attitude and customer loyalty.
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Lin, Yu-Feng, and 林裕豐. "The Self Image Congruity On Customer Attitude-A Case On Wang Steak Restaurants." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/79667609559116289435.
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碩士國立臺北大學
企業管理學系
101
As we all know since Global financial tsunami impacted in the past years, many industries were affected seriously until now. But only catering industry did not be impacted and even more grow up. The WowPrime group is one of successful case in catering industry. In this study, the high-end brand Steak restaurants (in the the Wang Steak Restaurants example), image congruity theory to explain consumer behavior. The researcher wants to find out the self-congruity and functional congruity impact on customer attitudes, and prior previous experience with the moderating role of status consumption. This reserch utilized questionnaire survey to examine 200 participants. Then SPSS software package is applied as statistic methods to prove the research hypotheses. The results revealed that both self-congruity and functional congruity are the antecedents of customer attitude and repurchase intention. Furthermore, functional congruity has more impact on customer attitude among experienced customers than among those with less visit experience. status consumption the customer attitudes regulation also in line with the hypotheses The marketers of name-brand Restaurants are advised to design the strategies of brand positioning and marketing segmentation from a new angle.