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Gupta, Piyush, Amit Sachan, and Rajiv Kumar. "Different stages of the e-service delivery system process: belief–attitude–intention framework." International Journal of Retail & Distribution Management 48, no. 7 (May 7, 2020): 687–706. http://dx.doi.org/10.1108/ijrdm-01-2019-0014.
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PurposeBased on social science theories of customer's action such as theory of planned behaviour, theory of reasoned action, and technology acceptance model, this paper adopts belief–attitude–intention model to study impact of perceived process-belief of different stages of e-service delivery system process (e-SDSP), i.e., searching process belief (SPB), agreement process belief (APB), fulfilment process belief (FPB) and after-sales service process belief (ASPB) on customer attitude and intention towards service providers. The study also focuses on the mediating effect of customer attitude on the relationship between process-beliefs of different stages of e-SDSP and their behavioural intention.Design/methodology/approachA quantitative method has been employed using data collected from 414 Indian e-retail customers. Structural equation modelling with bootstrap estimation is used to find the mediating effect of attitude.FindingsThe findings suggest that SPB and ASPB directly impact the customer attitude while APB and FPB directly impact the customer behavioural intention. The study also finds that customer attitude towards e-retailers fully mediates the effect of SPB and ASPB on the behavioural intention but there are no mediating effects for APB and FPB.Research limitations/implicationsThe sample used may not be generalizable for India, given its huge diversity and population. As the sample considers only Indian e-retail customers, this study may lack generalizability across countries.Originality/valueIn our knowledge, this study is the first step to conceptualize the process-oriented customer's perceived belief of different stages of e-SDSP and how these beliefs impact the customers' attitude and intention towards the e-retailers. The findings offer insight to managers on how they can create and cultivate customer happiness and positive behavioural intention by enhanced customer journey throughout the e-SDSP.
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Baranirani, B., and R. Kousalya. "A Study on Customer Attitude towards Online Cab Services with Special Reference to Madurai City." ComFin Research 8, no. 4 (October 1, 2020): 32–37. http://dx.doi.org/10.34293/commerce.v8i4.3317.
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The taxi space in India is heating up and has been seeing phenomenal growth in the past 6-7 years. An organized rental cab was introduced in the Indian market in 2004 with Meru cab service. It soon became popular among customers in metropolitan cities, but the actual revolution came in 2010 when app-based services started its operation. Soon the market became competitive, and consumers became more demanding. Now companies are using various strategies to bring more customers as well as to retain their old customers. The study of customer attitude is important for every cab service provider to get the maximum market share in the business. Customer attitude is a post dissonance of consumption activity influenced by various factors. To study the customer attitude towards online cab services, a sample of 150 respondents was selected in Madurai city. The purpose of the present study is to know the various factors influencing the customers while selecting a cab service. The study also focuses on the problems faced in online cab services, and also the future needs of the customers are also found. The study also reveals the most preferred online cabs by the customers.
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Dr.D.Rajasekar, Dr D. Rajasekar, and T. Hymavathi Kumari T.Hymavathi Kumari. "An Emperical Study on Customer Attitude Towards Bancassurance Indian Perspective." International Journal of Scientific Research 3, no. 5 (June 1, 2012): 356–58. http://dx.doi.org/10.15373/22778179/may2014/112.
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Agarwal, Reeti. "Indian Customers’ Attitude Towards Bundling: A Basis for Classification and Targeting." Global Business Review 19, no. 2 (November 23, 2017): 510–31. http://dx.doi.org/10.1177/0972150917714116.
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The present study was undertaken to gain an insight into the Indian customers’ attitude towards bundling. Combination of household items and tourism services was found to be most likely to be purchased by customers in bundles. Price was found to be the most important factor in influencing the decision of the customer to purchase/not purchase the bundled offer. Using factor and cluster analysis, demographic characteristics of the customers most likely to respond positively to bundle offers have been identified. This information can be used by companies in framing their promotional and targeting strategies.
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Raman, Prashant. "Online Shopping Characteristics and Their Influence on Female Buying Behavior." Journal of Electronic Commerce in Organizations 18, no. 4 (October 2020): 1–29. http://dx.doi.org/10.4018/jeco.2020100101.
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Female online shoppers in the Indian e-commerce industry are growing day by day and the online vendors need to understand their shopping habits to approach them in a better way. A conceptual model is proposed that extends the theory of planned behaviour (TPB) model with three additional constructs namely, trust, convenience, and customer service. The proposed model is examined by means of questionnaire responses collected from around 529 online shoppers. The study reveals that customer service has the major influence on the female's attitude to shop online and perceived behavioural control acts as the most influencing factor in female shoppers' willingness to buy online. The overall descriptive power of the proposed model has an R2 of 52% for female's willingness to use online shopping and an R2 of 46% for attitude towards online shopping. Since it is difficult to attract new shoppers and retain existing customers, excellent customer service can be the answer to the problems related to customer retention and customer loyalty in the online context.
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Murugan, Dr R. Thiru, Prof Dr N. Ganga Vidya, and Dr S. Sundar. "Predictors of Customer Loyalty in Digital Banking among Indian Youth." International Journal for Research in Applied Science and Engineering Technology 10, no. 5 (May 31, 2022): 745–54. http://dx.doi.org/10.22214/ijraset.2022.42344.
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Abstract: Loyalty is a highly priced term as the market has one, too many of the same kind mushrooming with a very small variant on the unique selling proposition. This delta variant in the banking industry is called Internet Banking. You could use the same from any geography at any time and on any holiday in any currency. Now this kind of convenience is available in all segments of the service industry globally. All we want to understand is the customer loyalty of the generation born after the introduction of digital banking services in India. This generation never experienced the transition from a train to plane, landline to mobile, automatic to robotic, cash to digicash. The research investigates which factors are essential to build loyalty among these youth and new generation customers using internet banking. A questionnaire was developed and distributed to 328 youth between age 18 and 25 years. They were identified using convenience sampling. The results show that, perceived Ease of use, Attitude, Trust has high impact on Customer loyalty in new generation of Internet banking users. Index Terms: Digital Banking, Customer Loyalty, Structural Equational Modelling
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Sherafudeen, Shehna, and Dr Debajani Sahoo. "Effect of Mobile Servicescape on Customer Engagement with Moderating Effect of Gender for Cab Booking Service." International Journal of Recent Technology and Engineering (IJRTE) 11, no. 2 (July 30, 2022): 21–28. http://dx.doi.org/10.35940/ijrte.b7048.0711222.
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A current transition to the mobile services from the websites has gained research attention mainly in the area of mobile servicescape and its corresponding effects on the consumer responses. The customer engagement in a sharing economy, post-covid, needs to be deeply analysed by the managers, to better engage the customers. The area of mobile servicescape is under-researched especially in growing econimies like India. The current paper proposes a model to understand the effect of Mobile servicescape on customer engagement mediated through customer attitude by considering gender to be a moderating variable in cab booking service context. Theory of reasoned action (TRA) used to understand customer attitude and Technology Acceptance Model (TAM) to deduce customer engagment. The cab hailing service which is met by stiff competition from competitors and the unorganised sector needs thorough understanding of the customer attitude in order to increase their engagement. Gender used to play very active role in different service consumption context that managers should look into and design their servicescape accordingly. The study results would provide practical suggestions to the App based transport industry to promote customers’ engagement behaviors and brand loyalty by designing proper mobile apps based on customers’ mobile -servicescape preferences.
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Rusyani, Erni, Rambabu Lavuri, and Ardi Gunardi. "Purchasing Eco-Sustainable Products: Interrelationship between Environmental Knowledge, Environmental Concern, Green Attitude, and Perceived Behavior." Sustainability 13, no. 9 (April 21, 2021): 4601. http://dx.doi.org/10.3390/su13094601.
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Due to eco-sustainable marketing practices, customer consciousness has increased the use of eco-sustainable goods in India. This provides new opportunities for businesses and researchers in terms of eco-sustainable behavior; however, the market analysis in India is weak. This study examines the factors that trigger consumers to purchase eco-sustainable products and the interrelationship between environmental knowledge (EK), environmental concern (EC), green attitude (GA), and perceived behavior control (PB) among Indian consumers. The data were collected from 514 respondents, using purposive and snowball sampling. Using IBM SPSS 23.0 software, we employed exploratory factor analysis, a homogeneity test, Pearson’s correlation, and multiple regression for a multicollinearity test for data analysis. The results revealed that EK, EC, and GA are positively related and strongly influence eco-friendly purchasing behavior. Moreover, EK and EC are the strongest determinants of PB for eco-friendly products. This research will help green marketers to develop new green strategies to increase sales volumes and build relationships with target green customers.
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Bashir, Irfan, and Chendragiri Madhavaiah. "Consumer attitude and behavioural intention towards Internet banking adoption in India." Journal of Indian Business Research 7, no. 1 (March 16, 2015): 67–102. http://dx.doi.org/10.1108/jibr-02-2014-0013.
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Purpose – The purpose of this paper is to provide an insight into the determinants of the customers’ attitude and behavioural intention to use Internet banking services, paying special attention to the role of perceived risk, trust, enjoyment, website design and social influence. Design/methodology/approach – A research model grounded on the technology acceptance model (TAM) reflecting the effects of trust, perceived risk, perceived enjoyment, perceived website design and social influence on TAM constructs is proposed. The structural equation modelling technique is used to analyse a sample of 697 individual Internet banking users in India through an online survey. Findings – The results of data analysis confirm some of the hypotheses drawn from the literature. Consistent with some of the other studies, perceived usefulness, perceived ease of use, trust and perceived enjoyment are found to be immediate direct determinants of customers’ attitude towards using Internet banking. Attitude, perceived risk, perceived enjoyment and trust determine the customers’ behavioural intentions to use Internet banking. Although the direct effect of perceived website design is significant only on perceived ease of use, its indirect effects are significant on perceived usefulness, attitude and behavioural intentions. Furthermore, perceived enjoyment exerts both direct and indirect effects on perceived usefulness but exerts only direct effect on perceived ease of use. Research limitations/implications – Generalizability of the research is a practical limitation in consumer research studies and the present study is not an exception to that. The current study focused only on some technological, behavioural and attitudinal factors, and many customer-specific factors and other psychographic and behavioural factors such as cost, perceived value, service quality and satisfaction, which can provide more significant insight into the adoption process, are not a part of the scope of the study. Practical implications – This research specifies the implications in three perspectives, viz., theoretical, methodological and managerial. Furthermore, this study provides the practical recommendations to enhance customer trust and guidelines to reduce perceived risk. The most significant implication for the banking sector is that apart from offering useful and user-friendly services, they need to build a trusting relationship with customers. Originality/value – This study extends existing body of Internet banking literature by incorporating trust and risk perceptions. The effects of website design and perceived enjoyment on Internet banking acceptance have been examined and were found to be significant in the Indian context. In addition, it enables us to contribute to the current literature on the emerging Indian Internet banking services (IBS) market, which is largely under-researched.
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Kaur, Amandeep, and Garima Malik. "Examining factors influencing Indian customers’ intentions and adoption of internet banking: Extending TAM with electronic service quality." Innovative Marketing 15, no. 2 (June 12, 2019): 42–57. http://dx.doi.org/10.21511/im.15(2).2019.04.
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This study conceptualizes and tests an integrative research model based on extended technology acceptance model (TAM) by integrating electronic service quality to strengthen the customer behavioral intention mediated through brand attitude in the context of e-banking in India. This study applies the cognitive, affective, and conative sequence to measure the antecedents and results of electronic service quality. The study has gathered a total of 455 usable responses by self-administered questionnaire through convenience sampling from young employed graduates aged between 16 and 29 years. Structural equation modelling techniques have been applied to the data and the results have provided that dimensions of electronic service quality model (customer service, web design, assurance, preferential treatment, information provision) relate to the electronic service quality. Electronic service quality and perceived usefulness significantly build customer attitude and intention to use internet banking services. However, against the TAM postulation, perceived ease of use does not influence customer’s intention to adopt internet banking service.
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Sebastian, Francis, and Minimol M.C. "Cause-Related Marketing and Attitude Toward Corporate Image: An Experimental Study." SAGE Open 12, no. 4 (October 2022): 215824402211388. http://dx.doi.org/10.1177/21582440221138813.
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In a world of attention scarcity, cause-related marketing strategies generate a substantially greater impact. The neurophysiological mechanisms that support favorable consumer attitudes toward cause-related marketing messages are, however, rather little understood. This study attempts to comprehend how a marketer may employ cause-related marketing initiatives to improve the company’s reputation as well as how program, company, and product identities affect consumers’ attitude toward the corporate image. Following the classical experimental design, this study uses four stimuli to investigate the effects of cause type and cause category on attitude toward corporate image. The four different stimuli used in this study are exposure to a negative corporate image of a fictitious brand, exposure to a negative corporate image with exposure to cause-related marketing message on Save Amazon Rainforest, exposure to a negative corporate image, and exposure to cause-related marketing message on Educate Homeless Children project, and exposure to a negative corporate image and exposure to cause-related marketing message on feeding the hungry homeless children with a description about the gravity of hunger among the poor homeless children of India. For this study, 1,171 urban Indian consumers were used as the sample. The study suggests that empathy-embedded cause-related marketing communications are characterized by primary need-based humanitarian causes. This study thus validates the mirror neuron hypothesis, which confirms that customer-centricity increases with the degree to which the communication content is similar to that of the respondent. A higher degree of customer-centricity results in a better advertisement attitude, which improves consumer attitude toward the corporate image.
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Maggon, Mohita, and Harish Chaudhry. "Moderating role of gender amongst various constructs of CRM." Journal of Advances in Management Research 16, no. 1 (February 4, 2019): 123–40. http://dx.doi.org/10.1108/jamr-07-2017-0080.
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PurposeThe purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS). The study also attempts to find if moderating role of gender exists among these constructs.Design/methodology/approachA conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of B2C relationships in Indian hotels, this study extracted the dimensions of CRM in hotels and used them in the structural model. The conceptual model is tested using structural equation modeling approach through maximum likelihood estimation technique. A sample of 305 domestic travelers was used to test the hypothesized relationships among the constructs.FindingsThe findings indicate that CS and willingness to engage (CWER) in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude toward the hotel. The results of the study also show that customer willingness to engage in the relationship is dependent on attitude of customer toward firm which is further dependent on knowledge about CRM program. One more notable finding of the study states that gender plays a moderating role between CS and customer willingness to engage in the relationship.Practical implicationsIn addition to contributing toward academic knowledge, the findings of the present study will help the practitioners to better design CRM program and reap its maximum benefits.Originality/valueThe current study has considered new dimensions of CRM like customer’s knowledge of CRM and this is the first study to capture responses of Indian travelers in relation with various constructs. This is the first study to test the moderating effect of gender between various constructs.
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Arora, Nupur, and Aanchal Aggarwal. "The role of perceived benefits in formation of online shopping attitude among women shoppers in India." South Asian Journal of Business Studies 7, no. 1 (March 5, 2018): 91–110. http://dx.doi.org/10.1108/sajbs-04-2017-0048.
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Purpose The purpose of this paper is to investigate the role of perceived benefits, namely, price, convenience and product variety in formation of online shopping attitude. The paper also studies the impact of online shopping attitude on online shopping intentions by the application of the theory of reasoned action. Design/methodology/approach A self-administered and structured online survey was conducted targeting female online shoppers of four metropolitan cities of India. A sample of 508 online shoppers was considered in the online survey. Confirmatory factor analysis was used to evaluate the research constructs, validity and composite reliability. Structural equation modeling and path analysis was also used to examine the hypothesized relationships of the research model. Findings The authors of the paper reveals that price benefit, convenience benefit and product variety benefit has a significant positive impact on online shopping attitude and there is a considerable positive relationship between online shopping attitude and online shopping intention among women in India. Product variety was found to be the most important perceived benefit for Indian women. Research limitations/implications The research sample included only women shoppers who indulge in online shopping. Future research is encouraged to emphasize on other groups and gender to identify with their online shopping attitudes. Another important limitation of the study is consequent from the geographical perspective of the present study; that is India. The findings are not necessarily applicable to the rest of the world. Therefore, reproduction of the current study in diverse countries would probably support and confirm its findings. Also, the present study is cross-sectional which does not demonstrate how attitudes of online shoppers may alter over time. The authors of the current study encourage future research to apply a longitudinal design to the study to understand the transforms in consumers’ attitudes toward online shopping over time. Finally, this study explained a general phenomenon, thus future research can be directed toward particular websites which may present different results. Practical implications The study supports the significance of perceived benefits (price, convenience and variety) as key drivers of attitudes toward online shopping among women in India. Marketers should distinguish the way they indulge their customers based on their perceived benefits of online shopping. In developing countries like India, where consumers, especially women, are generally depicted as risk averse, online shopping attitude plays an important role in the success of e-tailers. Certainly, if online shopping would not attach meaningful value and benefits to consumers, they would have negative attitude toward the same. Additionally, the empirical research study demonstrates variety to be the most important benefit for Indian women; ecommerce retailers should focus on maximizing the same to enhance online purchase intention among women customers. Women empowerment being the agenda in India currently, online retailers’ managers can benefit from such conclusions for targeting this huge untapped market and for future e-marketing policies. Originality/value This research paper is one of the very few endeavors that investigated online shopping attitudes in India. Prominently, it exposed the role of perceived benefits in online shopping attitude in India. Price is one of the most critical factor concerning Indian shoppers which is a part of the present study. National and international e-tailers preparing to develop and expand their operations to India have now important empirical verification concerned with the determinants of online shopping attitudes and behavior in India which shall aid in marketing strategy development and implementation.
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Karmakar, Anima, Md Nur-Al-Ahad, and Tanvir Hyder. "Consumer Attitude Toward Product Placement: A Descriptive Study Between Bangladeshi & Indian Media Program." Business Ethics and Leadership 5, no. 2 (2021): 107–21. http://dx.doi.org/10.21272/bel.5(2).107-121.2021.
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The aim of this study is to investigate Bangladeshi viewers’ attitudes towards product placement activities. Here product placement indicates a paid form of non-traditional advertisement where products or brand names are intentionally present along with the programs. Consumers’ purchase decisions relate to how they know the brand name, and traditional marketing activities failed several times to hit the customer’s black box. People are fascinated by an innovative way of product representation, a tough and challenging task for marketers. Embedded marketing or Product placement helps both viewers and marketers to build a bridge for communication. In Bangladesh, people are less conscious about their local products as well as their media programs. Media and marketing relate inextricably with each other. The study has been conducted in two aspects to investigate the consumer attitude towards product placement. The first one is a comparative analysis of several product placements between Bangladeshi and the Indian media program. The second one is devolving and analyzing questionnaires to determine the Bangladeshi viewers’ scenario about embedded marketing. The logic behind choosing the Indian tv program for comparison is that Bangladeshi viewers are habituated with the Indian program. From 121 respondents, this study tries to forecast the viewers’ attitude toward product placement. Comparing Bangladeshi and Indian movies, dramas, and reality shows, the study expresses that Bangladeshi channel set minimal concern about embedded marketing. An online survey portrays a viewer’s preference level and thinking pattern about their media programs. Proper representation of programs such as an exciting story from movies and drama, a reality show with more customer engagement, less repetition of the same news, more consciousness about irrelevant talk shows, proper timing of the advertisement can help to back the viewers to their media that allows marketers to communicate with their target customers. This study has been conducted with limited sample size. Further research may be conducted about this study with large sample size and may compare with other countries.
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Pattanayak, Durgesh, Maddulety Koilakuntla, and Plavini Punyatoya. "Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector." International Journal of Quality & Reliability Management 34, no. 3 (March 6, 2017): 362–77. http://dx.doi.org/10.1108/ijqrm-04-2015-0057.
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Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS. Design/methodology/approach Data were collected from middle managers of retail banking sector in India using survey method. Structural equation modeling is used to analyze the data and to test the hypotheses. Findings The results show that TQM is positively associated with SQ, MO and CS. SQ and MO are significantly and positively associated with CS. CS subsequently leads to improved CL. Practical implications Enforcing TQM practices in their organizations as a change management tool, banks can achieve a greater degree of MO, improved SQ and higher CS to gain higher CL. Originality/value This paper empirically demonstrates that, by proper implementation of TQM in banks, the SQ and MO can be improved. Well implemented quality management practices, better customer service and market-focused attitude of banks will elevate the CS level and improve loyalty of customers toward the banks. With a little study has yet focused on India, the paper offers knowledge to banking professionals for increasing CL by effective implementation of TQM practices.
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Kumaran Thayumanavan, Dr, Mr Jeyaraman Ayyan, and Mr Captain Prasath B. "Customer Loyalty: A Case Study Involving the Three Indian Airlines Indigo, SpiceJet, and AirIndia." Shanlax International Journal of Management 9, S1-Mar (March 19, 2022): 65–73. http://dx.doi.org/10.34293/management.v9is1-mar.4894.
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India’s aviation industry is largely untapped with huge growth opportunities. The three largest domestic airlines by market share in India are IndiGo, SpiceJet, and Air India.Some travellers have grown disillusioned with traditional loyalty programs, citing a focus on high-value business travellers with no attention to the less-frequent, leisure flyer. So, this research aims at how airlines should be rethinking customer loyalty. The objective of this research isto explore the nature of consumer loyalty and its major determinants for the three airlines in India-Indigo. SpiceJet, and Air India, and To identify the differences concerning attitude, habit, satisfaction, loyalty, and augmented service (Service, safety, comfort, luggage allowance and bonus) amongst the three airlines. The primary data was collected through a structuredquestionnaire from 600 travellers at leading airports in India. The findings of the research showed that the age andoccupation of the respondents suggest a significant variance among the three airlines. The augmented service factors (attitude, habit, loyalty, safety and bonus) of the respondents suggest a significant variance among the three airlines. Conclusion, implications of the study,and suggestions for future researchers are also included in the research.
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Khare, Arpita, and Shveta Singh. "Exploring attitude of Indian customers towards internet banking." International Journal of Business Competition and Growth 2, no. 1 (2012): 4. http://dx.doi.org/10.1504/ijbcg.2012.044053.
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Chahal, Hardeep, and Purnima Bakshi. "Measurement of Intellectual Capital in the Indian Banking Sector." Vikalpa: The Journal for Decision Makers 41, no. 1 (March 2016): 61–73. http://dx.doi.org/10.1177/0256090916629253.
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Executive Summary Intellectual capital has recently been receiving increased attention from both academic communities and practitioners, and is identified as an important strategic asset which provides sustainability and yields better performance. It also gives rise to the view that the organizations which possess skilled, creative, and distinctive knowledgeable employees along with supportive organizational structures and systems, and maintains cordial customer relations contribute in achieving superior organizational position. Hence, it is important to understand to what extent intellectual capital is efficiently utilized by specific sectors in creating value for organizations ( Kamath, 2007 ). The present study aims to develop, establish, and empirically validate the intellectual capital scale in the banking sector, in the context of emerging economies like India. Data were collected from three executives each (including one manager and two senior employees) from 144 branches of 21 public and seven private commercial banks operating in Jammu city, India. The three senior most executives were purposively selected because of being more knowledgeable and experienced. The study established the intellectual capital scale as a multidimensional scale comprising human capital, relational capital, and structural capital. All the three dimensions were found to significantly contribute to the intellectual capital, among which relational capital contributed relatively more, followed by human capital and structural capital. Relational capital consists of important items like meeting with customers, customer feedback, and knowledge and regular customer interaction. Similarly, human capital dimension consists of significant items like employee creativity, devoted staff, training and education, experience, attitude, and innovative employees. Structural capital is a composite of valuable items like structure, systems, information technology, capabilities, culture, empowerment, and service quality which helps in developing intellectual capital. The research findings can help bank managers in determining how to generate value using human, structural, and relational capital. For instance, the study findings offer valuable insight into how the managers can improve bank’s structural capital by encouraging innovation ability among employees, positive culture, and strengthening information technology in terms of continuously updating software and hardware. The study is limited to public and private commercial banks operating in Jammu city. In future, the scale validation can be undertaken to investigate whether the three-dimensional intellectual capital scale can be generalized for other industries and countries.
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Arora, Neerja, and Garima Malik. "Examining antecedents affecting Indian consumers’ adoption of mobile apps." Innovative Marketing 16, no. 3 (September 9, 2020): 98–112. http://dx.doi.org/10.21511/im.16(3).2020.09.
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This research aims to integrate the functional, social, security, and personal dimensions to study mobile app usage antecedents in the Northern Capital Region of India. Convenience sampling was used, and an online survey resulted in 407 valid responses. The measurement and structural models were estimated using PLS-SEM. Perceived usefulness and social influence had no significant impact on usage, implying that contemporary consumers are much more discerning and do not get swayed by the benefits offered or the influence of those around them. The findings show that perceived ease of use had a significant impact on perceived usefulness and attitude formation. Since security is the most important factor determining usage and trust, the industry should have stringent standards to maintain security protocols in every interaction with the user. Also, security concerns need to be allayed, and grievances need to be resolved immediately to gain customer satisfaction and loyalty. Personal innovativeness and lifestyle compatibility are important determinants of attitude and usage. Firms should target mobile apps to students and the active working population who possess innovativeness and for whom mobile apps are compatible with their lifestyle. These users can act as influencers and help in improving their adoption.
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Banerji, Diptiman, and Prashant Mishra. "An ethnocentric perspective of foreign multi-brand retail in India." International Journal of Retail & Distribution Management 46, no. 3 (March 12, 2018): 230–46. http://dx.doi.org/10.1108/ijrdm-11-2016-0204.
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Purpose The purpose of this paper is to understand the ethnocentric tendencies of Indian consumers towards foreign multi-brand retailers (FMBRs), and the influence that such ethnocentrism has on their attitudes towards, and future purchasing behaviour from, these international retailers. Design/methodology/approach The paper used a mall intercept method with a randomised data collection process to secure data from 119 organised retail shoppers in a major metropolitan Indian city. The analysis was carried out using analysis of covariance, bootstrapping mediation, multiple regression analysis, and Johnson’s relative weight analysis. Findings Two main results are as follows: concern for livelihoods of small retailers and a perception that earnings of foreign retailers are unjust are revealed as the most significant drivers of negative attitude towards FMBRs, and although high ethnocentric customers have a strong negative attitude towards FMBRs, they are open to the idea of making future purchases of goods that are not available with small retailers, from the foreign retail outlets. Research limitations/implications The study sample is from a single metropolitan city, albeit one which serves as a miniature version of the Indian society. As a limitation, the results might not be generalisable to small, non-metropolitan Indian towns. Practical implications These results provide valuable input regarding the marketing strategy and sustainability of foreign retailers planning to launch operations in India. For example, FMBRs should position themselves as not being in competition with existing small retail shops by offering a different array of products. Further, younger and more educated Indians are the least ethnocentric towards FMBRs, thus making them an attractive target segment. Originality/value Extant research has studied consumer ethnocentrism of Indian consumers towards foreign brands and products, but not towards FMBRs. This paper attempts to fill that research gap.
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Khare, Arpita, and Shveta Singh. "Antecedents to Indian customers attitude towards online insurance services." International Journal of Business Competition and Growth 1, no. 1 (2010): 19. http://dx.doi.org/10.1504/ijbcg.2010.032826.
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Patro, Chandra Sekhar. "Influence of Perceived Benefits and Risks on Consumers' Perceived Value in Online Shopping." International Journal of Applied Behavioral Economics 8, no. 3 (July 2019): 12–36. http://dx.doi.org/10.4018/ijabe.2019070102.
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Over the past years, the business-to-customer online shopping market has grown rapidly and changed the business pattern. In order to differentiate themselves from competition, marketers have adopted e-business to provide superior service that satisfies consumers and ultimately create consumers' perceived value. The benefits of e-shopping also come with potential risks that the consumers must be aware of. One of the biggest challenges of e-stores is attracting enough online customers to be profitable and survive. That is why a shift in buying behaviour and attitude of consumers toward e-shopping is a key to success of e-stores. The present study focuses on identifying the key factors influencing consumers' perceived benefits and risks while shopping online. Further, the study presents the impact of perceived benefits and perceived risk on perceived value of e-shoppers. The results of the study will be useful to the e-marketing organizations to understand the consumers' behaviour particularly, in the Indian context and design strategies to provide higher customer value.
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Mukherjee, Kaustav, and Neelotpaul Banerjee. "Social networking sites and customers’ attitude towards advertisements." Journal of Research in Interactive Marketing 13, no. 4 (November 20, 2019): 477–91. http://dx.doi.org/10.1108/jrim-06-2018-0081.
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Purpose The study aims to demonstrate the impact of social media users’ positive attitude towards the social networking sites (SNS) on the generation of a positive attitude towards social networking advertisements (SNA). A favourable attitude towards the SNA thus generated can positively influence brand attitude and purchase intention. Design/methodology/approach An online survey was conducted to collect relevant data using a structured questionnaire. Structural equation modelling was conducted using the statistical software AMOS 18. Findings Empirical analysis revealed the importance of brand advertisements on the social networks in inciting a positive attitude as well as a purchase intention for the brand in the SNS users’ minds. Research limitations/implications The study has been conducted in the Indian context using Facebook as a model social networking site. Practical implications Social media being one of the most popular and user-friendly platforms for regular communications, marketers are suggested to allocate a sizeable share of the advertising budget for social media advertisements and customer engagement so as to help build a positive attitude towards the advertised brand in the SNS users’ minds. Originality/value To the best of the authors’ knowledge, the impact of users’ positive evaluation of SNS as an effective communication medium, on the generation of a positive attitude towards the SNA, has been dealt for the first time here.
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Singh, Shveta, and Arpita Khare. "Focus Group Technique to Study Customer Attitude Towards Online Travel Services in India." International Journal of Information Systems in the Service Sector 4, no. 2 (April 2012): 33–47. http://dx.doi.org/10.4018/jisss.2012040103.
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The development of Internet as a service delivery medium has gained ascendancy in recent years. In developing economies, where Internet usage is restricted to an elite few, the potential for e-service delivery channels is being recognized immensely. Online travel services are being accepted as a substitute for travel agents and brick-and-mortar formats. The research explores the attitude and perceptions of Indian customers towards online travel firms. The authors used Focus Group technique, as online travel is still in the embryonic stages and people are aware of its existence but are not familiar with its services. The authors intended to study their feelings and expectations about online travel. This flexibility was possible only through qualitative research technique. The authors considered using the focus-group technique as it is an appropriate technique for generating new ideas within a social context. Financial security of the transactions emerged as one of the strongest determinants of more prolific online behavior with regard to travel.
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Nair, Rajesh Kumar, Rupesh Sinha, Sheryl George Crasto, Khor Wee Kian, Daisy Mui Hung Kee, Shamin Athirah Binti Abdullah, Siti Nuraliah Ninti Zaidi, et al. "The effect of Starbucks Marketing Campaigns on Consumer Buying Behaviour." Asia Pacific Journal of Management and Education 4, no. 1 (March 20, 2021): 72–81. http://dx.doi.org/10.32535/apjme.v4i1.1052.
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Starbucks is the global coffee and snack brand which is headquartered in America. Starbucks is a disciplined innovator, and good management of its innovation timeline is one of the primary reasons behind the company’s success. This is also the main reason why Starbucks has been able to improve its store sales. Excellent employee training management and excellent service attitude also attracted a lot of customers and improved customer satisfaction effectively. Over the years, Starbucks has adopted various innovative marketing campaigns globally to attract its potential customers, increasing the sales and impacting the customer buying behaviour. The aim of this research is to understand the effect and impact of Starbucks Marketing campaigns through various channels on its customers. The research will be conducted across the regions of India and Malaysia through survey and observational method.
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Prasanth, S., and S. Sudhamathi. "Analysis of Indian Bank Customer’s Attitude towards E-Banking." Shanlax International Journal of Management 8, no. 4 (April 1, 2021): 82–89. http://dx.doi.org/10.34293/management.v8i4.3661.
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The banks acquired the capacity to efficiently cut costs through the introduction of E-banking technologies, to extend its reach to manage its everyday banking needs by way of the use of online banking platforms. This paper analyses Indian bank customer’s attitudes towards e-banking. A big part of why people tend to do banking at home or the ATM is that they feel like they should go at a time that is more convenient for them, rather than coming to the branch. This paper found how the impression of banking facilities that students get is affected by choice of banks they use. The researcher has used a proportionate stratified random sampling method, which is more effective for correctly selecting respondents. The data were obtained 120 individuals applying for a bank loan in India through online banking. In this category of 120, only those who replied arecited by the report. Then the data processing was performed using the Multivariate Analysis Test, the NSQ, and the Kolmogorov-Smirnov analyses. Through this research, it was determined that youth, ethnicity, and income play a major role in online banking.
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Mathew, Asish Oommen, Abhishek Nath Jha, Anasuya K. Lingappa, and Pranshu Sinha. "Attitude towards Drone Food Delivery Services—Role of Innovativeness, Perceived Risk, and Green Image." Journal of Open Innovation: Technology, Market, and Complexity 7, no. 2 (May 26, 2021): 144. http://dx.doi.org/10.3390/joitmc7020144.
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The possibility of drone usage for food delivery is met with enthusiasm by businesses as it promises instantaneous benefits such as reduced costs, improved customer satisfaction, and reduced environmental imprint. The objective of this paper is to explore consumer attitude and intention towards adopting a disruptive technology such as drone food delivery in the Indian context through motivated consumer innovativeness (MCI), green image, and perceived risk. We analyzed the questionnaire survey data collected from 310 respondents using structural equation modeling—partial least squares method. Functionally motivated consumer innovativeness and cognitively motivated consumer innovativeness were found to be significant positive predictors of consumer attitude and intention. Perceived privacy risk was found to have a significant negative influence on attitude. Green image had a significant positive effect on attitude towards drone usage. Other components of MCI namely, hedonic and social as well as performance and delivery risk did not show a significance influence. This study, to our knowledge, is first of its kind in India, a populous country with an established and booming economy, where the enabling and impeding antecedents of drone food delivery usage intention is simultaneously studied. The findings of this research will mainly benefit food delivery companies in framing successful drone food delivery strategies.
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Sukant, Mr. "FACTORS INFLUENCING BRAND PREFERENCE OF CONSUMERS IN INDIAN MOBILE TELECOMMUNICATIONS SERVICES." INFORMATION TECHNOLOGY IN INDUSTRY 9, no. 1 (March 10, 2021): 835–43. http://dx.doi.org/10.17762/itii.v9i1.203.
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This research paper aims to analyze the factors influencing brand preference of consumers in context of Indian mobile telecommunication industry. Brand Preference signifies preference that consumers have over other brands under basic assumption of brand availability and price equality. Brand Preference plays an important role in telecommunication sector as this sector in India is growing at a rapid rate and competition is getting tough every day. Questionnaire was floated to gather responses for attitude of consumers towards their brand preference in Indian mobile telecommunication industry. The questionnaire was in English language and was floated to students and working professional in Information technology industry. After getting a total of 280 responses, data was analyzed in SPSS and exploratory factor analysis was used to understand brand preference of consumers in Indian mobile telecommunication Industry. EFA identified four important factors namely brand awareness, service value attributes, customer value attributes and consumers attribute. Service value attributes turned out to be most important factor in influencing brand preference of consumers. This study will help the market players to improve their strategy so that more consumers prefer their brand over their competitors.
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Akbar, Jan, Chebolu Mohan, A. K. Subramani, and M. S. Sasikala. "Examining the factors influencing adoption of e-banking services in Chennai City." Serbian Journal of Management 15, no. 2 (2020): 181–92. http://dx.doi.org/10.5937/sjm15-20323.
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India being a developing country still has millions of people who prefers to have traditional branch banking system rather than e-banking. The reason behind their preference is either they hesitate or they don't have sufficient knowledge about the e-banking services. The purpose of this study is to examine the relationship between perceived usefulness, perceived barriers, customer attitude, and perceived effectiveness of adoption of e-banking services. An effective number of responses of 470 respondents from both public and private banks' customers were used to examine the hypothesized relationships. Structural equation modelling are performed to test the constructs and their relationships. The study found that there is a direct relationship between perceived usefulness and technology adoption in developing customer attitude toward adoption of e-banking services; whereas, there is no relationship between perceived barriers and technology adoption. The sample size and potential respondents from a selected region of the study may limit its wider applicability and generalization.
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Moorthi, Y. L. R., and Bijuna C. Mohan. "Brand value proposition for bank customers in India." International Journal of Bank Marketing 35, no. 1 (February 6, 2017): 24–44. http://dx.doi.org/10.1108/ijbm-09-2015-0132.
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Purpose The purpose of this paper is to relate the customer value proposition offered by a bank with its structure of ownership. Design/methodology/approach The study adopted a combination of exploratory and descriptive approaches. The attitudes and opinions of bank customers were gauged through a survey. Based on literature, a pool of items was identified to measure the construct of value proposition. It was hypothesized that different types of banks in India are chosen for different benefits offered by them. The relationship between value proposition and its constituent variables functional, emotional and self-expressive benefits was analyzed using multiple regression. Findings Results prove that while self-expressive benefits drive the choice of foreign banks (FBs), functional benefits are important for all types of banks. Research limitations/implications The research intends to study only the perceptions of customers having an account in Indian public sector banks, private sector banks or FBs. Practical implications The study helps to relate the type of bank (public, private or foreign) a customer chooses, with the value proposition it offers. Using this study, banks can configure the value proposition that is appropriate for their target segment. Originality/value The paper examines the value proposition offered by the three different types of banks (public, private and foreign) empirically. It links bank choice of the customer to the benefit assortment offered by different types of banks.
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Malik, Garima, and Abhinav Guptha. "Measuring ‘Brand Love’ : Understanding the Attitude of Millennials towards Select Brands." Ushus - Journal of Business Management 12, no. 4 (September 9, 2013): 1–30. http://dx.doi.org/10.12725/ujbm.25.1.
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The dynamic environment of markets has forced the market researchers to study customer orientation towards a product and his associations with the brand. Millennial are opinion leaders across all business domains in the society; this emphasizes the importance of this particular segment and their impact on brand equity. Indian business is very dynamic and is continuously being affected by the various changes due to the entry of new foreign players, high technological up gradations and changing consumer needs. Hence it has become very important for the marketers of the brands to make their brands more attractive to gain more loyalists. This study intends to propose the importance of the various factors that are responsible for creating ―brand love‖ in the mind of the consumer and thus make the business of the brand profitable for a long time. The validation of the scales for measurement has been proven through this study and top loved brands have been got from the respondents. Brand Love scales on the various brands in the Indian context have proven that love towards the brand generate a high amount of loyalty and have significant effects through a positive ‗word of mouth‘ comment.
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Raman, Prashant. "Understanding female consumers’ intention to shop online." Asia Pacific Journal of Marketing and Logistics 31, no. 4 (September 9, 2019): 1138–60. http://dx.doi.org/10.1108/apjml-10-2018-0396.
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Purpose The purpose of this paper is to develop a model to examine the female consumer’s intention to shop online. The rising number of female online shoppers has compelled the analysts and online vendors to believe that understanding the attitude and behaviour of the female consumers is very crucial for their growth. Design/methodology/approach A conceptual model is proposed that expands the theory of reasoned action (TRA) with three additional constructs, namely, trust, convenience and customer service. The proposed model is examined with the help of questionnaire responses collected from 909 online shoppers from India. Findings The paper empirically shows that there is a significant influence of attitude, convenience, customer service and subjective norm on the female consumer’s intention to buy online. Customer service acts as the most crucial factor in influencing the attitude of female consumers towards online shopping. The paper also points out that trust does not directly affect the female’s intention to shop online but indirectly influences it through attitude. Practical implications The paper has significant implications for practitioners. First, the results advocate that convenience and customer service are the vital antecedents to both behavioural intention and behavioural attitude. Second, the paper also showcases that trust influences behavioural intention indirectly through attitude, stressing the need for the online retailers to develop consumers’ trust in online shopping. Originality/value The paper examines TRA framework in the context of female online shopping, while earlier studies have concentrated completely on efficiency-based software tools like word processing, spreadsheets, etc. The integration of the three constructs – trust, convenience and customer service – in the TRA framework has not been studied in the past. The interaction effect of the different elements of customer services on the female consumer behaviour has never been examined in the previous research works.
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Mahapatra, Dr Sabita. "A study on consumers perception for green products: An empirical study from India." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 7, no. 1 (November 15, 2013): 924–33. http://dx.doi.org/10.24297/ijmit.v7i1.715.
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The last three decades have seen a progressive increase in worldwide environmental consciousness due to rising evidence of environmental problems. Environmental protection is increasingly becoming a necessity and part of a bigger agenda in the urbanising world of developing countries. Given the increasing deterioration of the environment, India as a developing country need to prevent pollution and preserve its natural resources. Environmental attitudes constitute a significant part of environmental consciousness. Therefore, this paper empirically investigates the attitude of Indian consumers towards the environment in general. A survey was developed and administered across India. A total of 162 Indian consumers responded completed the questionnaire. The present paper made an attempt to understand the factor that influences environment conscious behaviour for green products. The finding of the study would help government to better understand consumers' environment conscious behaviour, for developing effective environmental policies required to reinforce green purchase. Moreover, companies will have insight about how to profile green consumers in India, to develop effective messages that will functionally and emotionally appeal to their target customers.
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Hasan, Aamir, and Subhash Mishra. "Key Drivers Influencing Shopping Behavior in Retail Store." Journal of Corporate Governance, Insurance, and Risk Management 1, no. 2 (March 30, 2014): 210–30. http://dx.doi.org/10.56578/jcgirm010213.
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The purpose of the study was to determine the key drivers which influence the shopping behavior of the customers in the retail store. In today’s competitive world with increasing number of retail stores, the retailers need to be more customer oriented. Retail has changed and expanded in all lines of business, be it apparel, jewelry, footwear, groceries.etc. The modern consumer is posing a challenging task for the Indian retailer. More aware, more confident and much more demanding, therefore the retailers are looking for ways to deliver better consumer value and to increase consumer purchase intention. Retailers tend to differentiate themselves by making their service easier to consumers. The study aims to study the key drivers that can influence shopping behavior in retail store. A survey (store intercept) method was employed to elicit primary information from 300 shoppers in different formats of retail stores of Lucknow. The findings reveal the factors that play a greater role in influencing the shopping behavior of customers in retail store. As such, a survey of retail store customer’s attitude towards reduced price, sales promotion, quality of the products, proximity to the home, customer service, store atmospherics were analyzed to identify the key drivers influencing shopping behavior in retail store. A questionnaire based on a five-item Likert scale, as well as random sampling, was employed for data collection. Data analysis was accomplished using SPSS software. The paper has found shopping experience, store image and value for money as three important variable out of which shopping experience emerged as a dominant factor which influences the consumer’s shopping behavior in the retail store. Since the research has established empirical evidences in determining the key drivers which influences the shopping behavior of the customers in the retail store, it serves as a foundation for a deeper probe into the shopping behavior of the customers in the retail store research domain in the Indian context
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Mohan, Jagadish, and Dr Sushil Tiwari. "INVESTIGATING THE CUSTOMER BUYING BEHAVIOR OF FABRIC PRODUCTS IN INDIA." International Journal of Social Sciences & Economic Environment 5, no. 2 (December 30, 2020): 20–24. http://dx.doi.org/10.53882/ijssee.2020.0502003.
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Purpose: The purpose of this study is to understand the variables affecting the consumers while purchasing the products and to identify whether the purchase of the products creates or disappointment leading to affinity towards handloom products. Design/Research Methodology/approach: Data were collected from 251 handloom product customers in Bhopal through a questionnaire and collected data is analysed with the help of Percentage analysis and Factor analysis. Findings: The attitude of the consumers towards handloom products was highly influenced by the attributes of convenience, attraction, expectation and awareness. Research Implications: The consumers prefer handloom products for their regular use and were of the opinion that their reaction will differ towards price changes of handloom products and hence, the sellers can consider these as the important elements while fixing of the prices of the handloom products. Scope for future work / Research limitations: This study mainly focused to identify the factors influencing the attitude of the consumers towards purchase of handloom products and also study about the consumer attitude depending on the demographic factors of the handloom product. The consumers attitude may also be assessed by including some more attitudinal factors. Further this contribution surveyed 251 respondents from a particular city; hence the result may or may not be applicable to the other cities or states in India. Originality/value: The analysis based on secondary data has found that there are various studies on factors affecting consumer attitude but this paper has taken demographic factors affecting consumers purchasing attitude towards handloom products. Key Words: Demographic factors, factor analysis, customer delight Paper type: Research paper
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Maheshwari, Prateek, Nitin Seth, and Anoop Kumar Gupta. "An empirical approach to consumer buying behavior in Indian automobile sector." Industrial and Commercial Training 48, no. 3 (March 7, 2016): 156–62. http://dx.doi.org/10.1108/ict-09-2015-0061.
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Purpose – In today’s highly competitive business scenario, advertising symbolizes one of the key marketing activities. The purpose of this paper is to understand the relationship between advertisement effectiveness and consumer buying behavior for major automobile companies of central India. Design/methodology/approach – A judicious mix of qualitative (focus group and Delphi technique) and quantitative (structured questionnaire survey) research methods was used for the present study. Findings – Study found that for automobile sector, effective advertisements have a positive impact on consumer buying behavior. It suggests that customer’s attitude can be shaped favorably through effective advertising. Automobile companies must arrange special training sessions and learning programs for their sales force to ensure supportive customer purchasing behavior. Research limitations/implications – The scope of the present study is limited to major automobile companies of central India only. Although, the findings can be interpreted and generalized in a global business scenario. Originality/value – The research work is first of its kind that attempts to study the impact of effective advertising on consumer buying behavior in Indian automobile context. The findings and recommendations can be used for strategic planning of training sessions and workshops for different stakeholders in automobile industry.
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Khare, Arpita, Ankita Mishra, and Anurag B. Singh. "Indian customers' attitude towards trust and convenience dimensions of internet banking." International Journal of Services and Operations Management 11, no. 1 (2012): 107. http://dx.doi.org/10.1504/ijsom.2012.044802.
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Singh, Jaspal, and Parminderjit Kaur. "Customers' attitude towards technology based services provided by select Indian banks." International Journal of Commerce and Management 23, no. 1 (March 8, 2013): 56–68. http://dx.doi.org/10.1108/10569211311301439.
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Chittiprolu, Vinay, Nagaraj Samala, and Raja Shekhar Bellamkonda. "Heritage hotels and customer experience: a text mining analysis of online reviews." International Journal of Culture, Tourism and Hospitality Research 15, no. 2 (March 5, 2021): 131–56. http://dx.doi.org/10.1108/ijcthr-02-2020-0050.
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Purpose In business, online reviews have an economic impact on firm performance. Customers’ data in the form of online reviews was used to understand the appreciation and service complaints written by previous customers. The study is an analysis of the online reviews written by the customers about Indian heritage hotels. This study aims to understand the dimensions of service appreciation and service complaints by comparing positive- and negative-rated reviews and find the patterns in the determinants of the satisfaction and dissatisfaction of the customers. Design/methodology/approach A total of 23,643 online reviews about heritage hotels were collected from the TripAdvisor website by using a Web crawler developed in Python. A total of 1000 reviews were randomly selected for further analysis to eliminate the bandwagon effect. Unsupervised text mining techniques were used to analyze reviews and find out the interesting patterns in text data. Findings Based on Herzberg two-factor theory, this study found satisfied and dissatisfied determinants separately. The study revealed some common categories discussed by satisfied and dissatisfied customers. The factors which satisfy the customers may also dissatisfy the customers if not delivered properly. Satisfied customers mentioned about tangible features of the hotel stay, which includes physical signifiers, traditional services, staff behavior and professionalism and core products (rooms, food). However, most of the customers complained about intangible service problems, such as staff attitude, services failure, issues with reservation and food, value for money and room condition. The results are contradicting with commercial hotels-based studies owing to the unique services provided by heritage hotels. Practical implications The dimensions for satisfaction and dissatisfaction among customer of heritage hotels provide marketers to understand the real emotion and perception of the customers. As these dimensions were extracted through text mining of the reviews written by the customer of heritage hotels, the results would certainly give better insights to the hotel marketers. Originality/value The study is a rare attempt to study online reviews of customers on heritage hotels through a text mining approach and find the patterns in the behavior and the determinants of satisfaction and dissatisfaction of customers.
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Narang, Pooja, and Ritesh Dwivedi. "A Study on Promotion of Alcoholic Beverages." Management Insight - The Journal of Incisive Analysers 16, no. 01 (June 25, 2020): 12–17. http://dx.doi.org/10.21844/mijia.16.1.3.
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India is one of the leading countries in consuming and manufacturing alcoholic beverages in the last few years. Alcohol is one of the major players in contributing an important role in India’s economy. Individuals are aware of the fact that advertisement of tobacco, cigarettes, and alcohol is banned in our country, but the leverage has been granted of promoting the brand through surrogate marketing. There are many traditional methods that are still successful in the promotion of alcohol like hoardings and banner, but some modern ways are promotion through social media, ladies’ night, etc. This study aims to explore the various promotional practices performed by alcohol companies and analyze the customer attitude towards it. A questionnaire survey was used to collect the customers’ primary data by visiting various clubs and bars. The total number of questionnaires that were analyzed is 200 using statistical package for the social sciences (SPSS). The result of SPSS was reviewed based on the hypothesis formed and the relationship is determined between various variables. With the help of results, we connected it to a research model related to consumer attitude. This study concluded that promotional activities play an important role and mostly impact brand awareness. Despite surrogate marketing, the entire liquor brands can target their customer through some memorable promotional strategies and successfully understand the consumer’s attitude towards them.
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Kiritinh, Rathod Yuvrajsinh, and Dr Ashish Rami. "An Empirical Study to Measure Consumer Attitude Towards Luxury Fashion Apparels in Gujarat." ECS Transactions 107, no. 1 (April 24, 2022): 2471–82. http://dx.doi.org/10.1149/10701.2471ecst.
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The objectives are to investigate consumers' attitudes toward luxury fashion apparels brands, with a focus on Indian customers, and to choose the themes (cognitive, affective, and behavioural) from the current ones on the "attitude scale to luxury things." An empirical study was conducted among urban respondents from various social strata in Gujarat to investigate consumers' attitudes about luxury fashion apparels from an Indian context. The findings of this study offer helpful advice to luxury fashion brand managers and marketing researchers on how to develop and implement effective marketing strategies to maximize the potential of their luxury brands. Descriptive research design method used for this study. Samples were chosen for the study through non-probability convenience sampling method. Sample size is 390 individuals. Data were collected from primary and secondary sources. In study, the research, the researcher has collected primary data using survey method with reference to structured questionnaire. Data is analyzed by performing descriptive analysis, Chi-square, ANOVA, and Multiple Regression using SPSS.
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Jain, Geetika, Harjit Singh, K. R. Chaturvedi, and Sapna Rakesh. "Blockchain in logistics industry: in fizz customer trust or not." Journal of Enterprise Information Management 33, no. 3 (March 13, 2020): 541–58. http://dx.doi.org/10.1108/jeim-06-2018-0142.
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PurposeThe study is an attempt to explore much talked but less understood issue of “blockchain in logistics industry” in modern perspective. The customers' acceptance of blockchain technology in logistics and supply chain is tested through “Technology Acceptance Model” by using attitude, perceived usefulness (PU), perceived ease of use (PEOU), behavioral intention and use behavior.Design/methodology/approachData has been collected through online and offline medium, where active 240 responses have been collected finally using convenience sampling. Confirmatory factor analysis with structural equation modeling (SEM) was carried out for data analysis.FindingsThe customers' acceptance of blockchain technology in logistics and supply chain is tested through “Technology Acceptance Model.” The findings reveal model fit where PEOU, PU and attitude are the major constructs of the model to realize the substantial gains in logistics process efficiency.Research limitations/implicationsConvenience sampling has been considered for the study to collect the data of online users of various technology applications for tracking and shipment detail, whereas a more specified method sampling can be considered for the future research. The study has been conducted in the Indian context, which has been considered as the limitation pertaining to generalization across countries and industries.Practical implicationsThe findings of this study will be helpful for market practitioners to build transparency between customers and industry to overcome the frictions in logistics. Blockchain will help in monitoring the performance history and previous commitments of logistics professionals resulting in selecting a responsible logistics solution provider. Access to critical data by the authorized member of the supply chain will reduce unsubstantiated disputes.Social implicationsBlockchain technology will be available to everyone on the network. This will bring transparency and help logistics professionals such as carriers, shippers and brokers to detect early frauds and prevent thefts. It will increase customer trust toward any financial transaction for tracking the ownership of titles.Originality/valueBlockchain technology is envisioned to be a technology that could be a game-changer for decentralizing infrastructure, introducing transparency and building trust in the supply chain. The current study is a novel addition to the literature where blockchain technology enables the indisputable storage of verified data that was previously kept in safeguarded silos.
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Cowie, Claire, and Anna Pande. "Phonetic convergence towards American English by Indian agents in international service encounters." English World-Wide 38, no. 3 (December 1, 2017): 244–74. http://dx.doi.org/10.1075/eww.38.3.01cow.
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Abstract In outsourced voice-based services (call centres are a typical example), an agent providing a service is likely to accommodate their speech to that of the customer. In services outsourced to India, as in other postcolonial settings, the customer accent typically does not have a place in that agent’s repertoire. This presents an opportunity to test whether exposure to the customer accent through telephone work promotes phonetic convergence, and/or whether social factors are implicated in convergence. In this map task experiment, 16 IT workers from Pune (half of whom regularly spoke to American colleagues on the telephone) gave directions to American followers. There was evidence of imitation of the bath vowel with an American addressee. However, imitation did not depend on exposure alone. Attitudes to American English, social networks and individuals’ sense of themselves as performers affected their behaviour in the experiment.
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SP, Bhavana Gowda, and Rashmi R. "An Analysis of Effectiveness of Bancassurance among Customers as an Alternative Distribution Channel in Bangalore." Indian Journal of Finance and Banking 3, no. 2 (September 20, 2019): 27–31. http://dx.doi.org/10.46281/ijfb.v3i2.397.
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In this study we had conducted a survey among Customers of Bank in order to know whether they are aware of the concept of Bancassurance and exploring the reasons why customer would like to buy insurance products from banks. Customer attitude to two different distribution channels was calculated by getting the mean of 24 statements on Likert scale. 74% of the sample was aware of the fact that their banks sell insurance products. It was reported that the reference (56%) and bank employees (54%) are the two main information sources for these customers. The respondents emphasized Trust, convenience in terms of location as the main reasons for buying the insurance products from banks instead of Insurance agents and after analyzing 24 statements administered among target sample population we can conclude: Customers feel that insurance agents have more expertise in insurance products than bank employees and can give better advice. It was also found that banks employees give them all the information needed than insurance agents and customers trust bank more than insurance company for all their financial requirements. Therefore, banks in India should try to exploit the existing opportunities to cross-sell insurance products through their branch network.
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Chawla, Deepak, and Himanshu Joshi. "Consumer perspectives about mobile banking adoption in India – a cluster analysis." International Journal of Bank Marketing 35, no. 4 (June 5, 2017): 616–36. http://dx.doi.org/10.1108/ijbm-03-2016-0037.
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Purpose The purpose of this paper is to identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers. Design/methodology/approach In total, 59 statements were identified based on a literature review, focus group discussions and personal interviews. Exploratory factor analysis was conducted to identify the relevant factors. An online survey of 367 mobile phone users in India was conducted. Confirmatory factor analysis was conducted using structural equation modeling. Appropriate statistical techniques (hierarchical cluster analysis, k-means cluster analysis) were used to segment the users. A profile of each segment was developed based on demographics, mobile banking services used, and attitude and intentions toward mobile banking. Further, a post hoc test was used to test the variation between the obtained clusters and user attitudes and intentions toward mobile banking. The demographic characteristics of users within each cluster were also examined. Findings Mobile users were segmented into three clusters based on their perceptions of various factors influencing mobile banking. These segments were labeled as technology adoption (TA) leaders, TA followers and TA laggards. The results show that both attitude and intentions toward mobile banking significantly differs across the three segments. In terms of relative positioning, TA leaders have the most favorable attitudes and intentions followed by TA followers, and TA laggards. Age was found to significantly influence TA and usage. Research limitations/implications The findings of the study are based on responses from young, educated and salaried Indian consumers from large metro cities. Therefore, it is important to include respondents from smaller cities and towns to be able to generalize the findings. The sample is skewed toward users having accounts with private banks and hence, a balanced representation of respondents from public and private sector banks would help in identifying gaps pertaining to each sector. In future research, attempting to compare the results with other developing and developed countries may be beneficial. Practical implications The results offer service providers better knowledge about typical mobile banking user segments, providing banks with ideas for customizing their services to meet customer expectations. Originality/value This paper provides insights into factors that influence mobile banking adoption in India, which has not been investigated. In contrast to earlier studies conducted on internet banking, this study attempts to examine the perceptions, attitudes and intentions of mobile users. Although traditional TA models and theories of technology diffusion have been used, this study attempts to tailor the model specifically for mobile banking.
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Saxena, Dr Vikas, and Amardeep Gautam. "Can AI replace Human? A Study on Customer Perception and Attitude towards AI-Based Chatbot in Food Service." International Journal for Research in Applied Science and Engineering Technology 10, no. 5 (May 31, 2022): 2879–92. http://dx.doi.org/10.22214/ijraset.2022.42967.
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Abstract: When interaction comes in digital world means interacting with AI- enabled chatbot, this study focuses on customer perception and attitude to conclude can AI replaced the human? Primary survey was done for collected the customer data, 300 people were targeted out of which 219 responds. The study concludes that customer still prefer human interaction over chatbot even chatbot provides many benefits like quick response, easy to use and convenient to interact at any time. After conclusion there is future scope of this study and some recommendation for food service providers in India. Keywords: Chatbot, Food Service, Artificial Intelligence, Food Industry
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Haq, Faizan ul, and Wajiha Saghir. "IMPACT OF CUSTOMER SATISFACTION ON CONSUMERS' ATTITUDES ON THE USE OF PLASTIC MONEY: THE MEDIATING ROLE OF TRUST." Journal of Research in Economics and Finance Management 1, no. 2 (December 31, 2022): 41–54. http://dx.doi.org/10.56596/jrefm.v1i2.6.
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The study's primary goals are to quantify the link between consumer satisfaction and their perceptions of using plastic money, as well as the mediating role that trust plays in this relationship. Using a structured questionnaire issued to customers of fifty branches of public and private sector banks operating in New Delhi, the study was based on the attitudes of plastic money users in the Indian capital, New Delhi. The elements that affect customer satisfaction have been identified using factor analysis, and the mediating effect of the trust factor has been examined using regression analysis and partial regression. A study found that customers' attitudes towards using plastic money are highly influenced by how satisfied they are with the product and that the trust factor plays a large mediating role in this relationship. Time, cost, convenience, reward points or offers, and the range of services were discovered to be the primary factors that influence consumer satisfaction levels. Only bank customers were included in the study's sample unit, which had a strict city-wide restriction.
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Kaur, Gurjeet, and Tahira Khanam Quareshi. "Factors obstructing intentions to trust and purchase products online." Asia Pacific Journal of Marketing and Logistics 27, no. 5 (November 9, 2015): 758–83. http://dx.doi.org/10.1108/apjml-10-2014-0146.
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Purpose – The purpose of this paper is to explore reasons for not buying products through online. The study also tries to explain the relationship between intentions to trust (IT) and online purchase intentions. Design/methodology/approach – Data were collected through well-structured instrument, distributed to 226 students of Masters of Business Administration and Masters of Computer Applications departments of a north Indian University. Confirmatory Factor Analysis and Structural Equation Modelling were used to analyse the data and to test the formulated hypotheses. Findings – The results of the study highlight that 90 per cent of the respondents are aware about online shopping sites but only 38 per cent are online buyers of various products. Major reasons for not shopping are lack of security, absence of physical examination and testing of products, lack of product’s complete information, unattractive visual displays and layouts, etc. However, it is observed that nearly 79 per cent respondents have positive intentions to buy products online in near future. Research limitations/implications – There is a need to study actual online buying behaviour. Also, models like Technology Acceptance Model and Diffusion of Innovation have not been studied. As the study was confined to students only, it can be replicated to other age group consumer segments and extended to other emerging economies as well. There is a need to take into consideration some other important dimensions in the future studies, namely, predictability, familiarity, third party certification, attitude, ease of use, perceived risk, etc., for the better analysis of behaviour. Practical implications – E-vendors must properly implement money back guarantee schemes when there is non-delivery of ordered goods, provide dispute resolution system, instil confidence in customers, highlight security, privacy policy, display contacts details, etc., to increase customers’ IT and purchase products online. Originality/value – The paper identifies the factors that obstruct customer to purchase products online. More particularly, in Indian context the present study makes valuable contribution as the Indians have been reported to be techno phobic and uncertainty avoidant.
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Victor, Vijay, Maria Fekete Farkas, and Zoltan Lakner. "Consumer Attitude and Reaction towards Personalised Pricing in the E-Commerce Sector." GATR Journal of Management and Marketing Review 4, no. 2 (June 25, 2019): 140–48. http://dx.doi.org/10.35609/jmmr.2019.4.2(6).
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Objective – This study examines consumer attitudes and reactions towards personalised pricing strategies in a negative and positive hypothetical purchase context. Methodology/Technique – The data was collected from 250 respondents from India through a set of two structured questionnaires, each one comprising either a positive or negative purchase scenario. Partial Least Square based Structural Equation Modelling (PLS SEM) was used to analyse the data. Findings – The results of the study imply that the consumers are concerned about the usage of their personal data for price customisation which reduces their repurchase intentions and increases the reprisal intention. The results also depict that a loyal customer base reacts positively to some extent to the personalised pricing strategy. Novelty –This study considers the impact of personalised pricing on the fair price perceptions, privacy concerns and customer loyalty in both positive and negative purchase contexts which is a novel in this research area. Type of Paper: Empirical. Keywords: Personalised Pricing; E-Commerce; Consumer Behaviour; Price Discrimination, PLS SEM. Reference to this paper should be made as follows: Victor, V.; Farkas, M. F.; Lakner, Z. 2019. Consumer Attitude and Reaction towards Personalised Pricing in the E-Commerce Sector, J. Mgt. Mkt. Review 4 (2): 140 – 148 https://doi.org/10.35609/jmmr.2019.4.2(6) JEL Classification: D82, D90, D11
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B., Viritha, and Mariappan V. "Anti-money laundering practices in banks: customer’s awareness and acceptance in India." Journal of Money Laundering Control 19, no. 3 (July 4, 2016): 278–90. http://dx.doi.org/10.1108/jmlc-03-2015-0009.
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Purpose The aim of this study was to assess the level of awareness and acceptance of bank customers regarding anti-money laundering (AML) practices of banks. The study also aimed to understand their constraints in following the bank’s AML practice. Design/methodology/approach The target population was account holders of the banks above the age of 18 years, residing in the Puducherry and Chennai regions in India. Convenience sampling was adopted in selecting the sample from these states. The sample consisted of 416 customers of the public, private and foreign banks in India. The responses were collected by administering the pre-tested structured questionnaire. The data was collected during the period June–December 2014. Descriptive and non-parametric tests were applied, and the significance was considered at p = 0.5. Findings Respondents showed low level of awareness with regard to usage of banks as a channel for money laundering (ML) and terrorism financing (TF) activities (62.3 per cent), reporting function of the banks (70.4 per cent), AML and combating financing of terrorism (CFT) legislation (86.3 per cent) and about the existence of Financial Intelligence Unit (FIU)-India and its function (96.9 per cent). The customers were quite aware of ML (62.5 per cent) and customer identification requirements (95.2 per cent). The participants exhibited neutral attitude towards acceptance of AML measures (3.11 ± 1.31). The descriptive analysis showed 97.4 per cent were ready to provide their identification documents to the bank; however, 64.5 per cent of the participants were reluctant to update their Know Your Customer particulars when it has not experienced any change, and about 68.3 per cent expressed that banks should not disclose the details of their transactions to any third party including financial intelligence units. Research limitations/implications The sample constituted only few participants from the foreign sector banks because of the difficulty in identifying the foreign bank customers. Social Implications There is a necessity to undertake public awareness campaigns on the importance of AML/CFT system either by the banks or FIU-India or both to increase the level of acceptance towards AML measures. This will help the banks to strengthen the bank–customer relationship. Originality/value An extensive review of literature could not find any research study on the assessment of awareness and acceptance of banking customers towards AML practices in India. Thus, this paper attempts to understand the level of awareness and acceptance in the bank customers towards AML practices.