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Hemphoom, Sunisa, and Karina Konrádi. "Reconnect with readers : Does native advertising affect customer’s attitude towards online advertising?" Thesis, Internationella Handelshögskolan, Jönköping University, IHH, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-49261.
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Background - The thesis topic was selected because of the increased value of ads as a promotional tool and the growing avoidance arising from the exposure rate towards advertising. The principle of native advertising gives marketers a less intrusive pathway. Despite the increased trend and the benefits of using native advertising as a digital marketing tool, native advertising has been criticized for its approach. However, we hope to provide another insight into the positive side of native advertising. Purpose - We seek to help advertisers improve native advertising content based on individuals' preferences by focusing our attention on what motivates consumers to affect their attitude towards online advertisement in the form of native advertising. Therefore, the purpose of this thesis is to investigate the factors influencing internet users’ attitude towards native advertising. Method - The thesis is an exploratory study which is based on a qualitative method along with an abductive approach within the interpretivism stance. Data collection was done through primary. Within the primary data, it is collected through a semi-structured interview with the eleven internet users. Both genders are included in the data collection as well as it consists of several nationalities. Also, the data analysis is done through a thematic analysis method. Conclusion - Entertainment, informativeness, irritation and credibility were applied to research the attitude of customers towards native advertising. Participants agreed that native advertising itself is not enough to encourage them for consumption, but they find it a smart and new idea that makes it easier to recognize the brand. While all four factors were crucial, we could discover different categories within each type that can influence customers’ attitude. Moreover, participants did not feel overwhelmed or deceived by native ads.
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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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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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Alshara, Mohammed Ali. "Customers' Attitudes toward Mobile Banking Applications in Saudi Arabia." Thesis, University of North Texas, 2016. https://digital.library.unt.edu/ark:/67531/metadc862737/.
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Mobile banking services have changed the design and delivery of financial services and the whole banking sector. Financial service companies employ mobile banking applications as new alternative channels to increase customers' convenience and to reduce costs and maintain profitability. The primary focus of this study was to explore the Saudi bank customers' perceptions about the adoption of mobile banking applications and to test the relationships between the factors that influence mobile banking adoption as independent variables and the action to adopt them as the dependent variable. Saudi customers' perceptions were tested based on the extended versions of IDT, TAM and other diffusion of innovation theories and frameworks to generate a model of constructs that can be used to study the use and the adoption of mobile technology by users. Koenig-Lewis, Palmer, & Moll's (2010) model was used to test its constructs of (1) perceived usefulness, (2) perceived ease of use, (3) perceived compatibility, (4) perceived credibility, (5) perceived trust, (6) perceived risk, and (7) perceived cost, and these were the independent variables in current study. This study revealed a high level of adoption that 82.7% of Saudis had adopted mobile banking applications. Also, the findings of this study identified a statistically significant relationship between all of demographic differences: gender, education level, monthly income, and profession and mobile banking services among adopters and non-adopters. Seven attributes relating to the adoption of mobile banking applications were evaluated in this study to assess which variables affected Saudi banks customers in their adoption of mobile banking services. The findings indicated that the attributes that significantly affected the adoption of mobile banking applications among Saudis were perceived trust, perceived cost, and perceived risk. These three predictors, as a result, explained more than 60% of variance in intention to adopt mobile banking technology in Saudi Arabia. While the perceived trust variable was the strongest influencing factor in the adoption of mobile banking, perceived cost and perceived risk had a negative correlation, equally, with mobile banking adoption. Furthermore, perceived usefulness, perceived ease of use, and perceived compatibility had no significant correlation with mobile banking adoption.
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Nel, Daniël Louis. "Managers’ less favourable attitude towards bottom of the pyramid (BOP) customers." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/26823.
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Investment in low income markets is increasing so too is a sense of controversy regarding poor markets. With BOP investment becoming many a firms’ strategy towards achieving growth, it is not clear to what extent managers’ attitudes to poor customers differ towards their attitudes towards middle-class customers. It is, however, well described that attitudes to poor people in a social context is negative and in some cases less favourable. It is postulated that business' mindset may be a barrier towards engaging with BOP markets despite the incentives and benefits that literature puts forward for marketing to the poor. Whether this attitude is negative, neutral, less favourable or similar is not well understood. The findings of this research project, can with a high level of confidence, report that the attitudes of a sample of managers do display a less favourable attitude towards a poor customer than is the case with a similar sample that is exposed to a wealthier customer.Dissertation (MBA)--University of Pretoria, 2012.
Gordon Institute of Business Science (GIBS)
unrestricted
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DANTAS, FILIPE RIBEIRO. "CUSTOMER ATTITUDES TOWARDS THE BELEZA NATURAL INSTITUTE." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2010. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=16875@1.
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Este trabalho investiga a formação de atitudes dos clientes do Instituto
Beleza Natural, um salão especializado em cabelos crespos. Estuda,
particularmente, o desenvolvimento de atitudes positivas em relação aos serviços
oferecidos pelo Instituto de Beleza Natural, procurando explicar o sucesso da
empresa. Foram realizadas várias entrevistas com clientes do Instituto para
identificar temas associados tanto às restrições como aos estímulos associados à
utilização dos serviços oferecidos. Os resultados indicam um conjunto
significativo de temas relacionados à atitude como: desejo de modificar o cabelo,
cabelo não cresce, preconceito na escola, cabelo arrumado ajuda a conseguir um
emprego, melhora a autoestima, atrai o olhar dos rapazes etc. Todas as temáticas
foram analisadas e associadas às problemáticas de acordo com método sugerido
por Guerra (2006). As principais problemáticas, como por exemplo, os sacrifícios
financeiros para fazer o tratamento no Beleza Natural, as excluídas do Beleza, as
que desprezam o Beleza Natural, são analisadas na perspectiva das implicações
gerenciais. Algumas dessas implicações podem ajudar empresas que focam em
problemas semelhantes. Podem ajudar também as que buscam atender
necessidades de consumo nas camadas de baixa renda.This work aims to understand how the attitudes of the clients of Instituto de Beleza Natural (a beauty salon that specializes in afro textured hair) have been fostered. It focuses particularly on the development of positive attitudes regarding the services offered by the Instituto Beleza Natural in order to explain the Instituto’s commercial success. It was decided that the best method to adopt for this research was to undertake several in depth interviews with clients of the Instituto. This approach enabled the researcher to identify themes related not only to the stimuli for using the services offered, but also to pin point the restrictions to them. The results show a significant amount of themes related to attitude, such as the wish for a different sort of hair, hair that won’t grow longer, prejudice at school, neat hair helps to find a job, it helps self-esteem, it attracts the boys’ eyes, and so on. All the themes were analyzed and associated to the problems according to the method suggested by Guerra (2006). The main problems (such as financial difficulties to undergo the treatment at the Beleza Natural, the people who were excluded from it and the ones who scorn it ) are analyzed in the perspective of managerial implications. Some of these implications may be of value for other businesses with similar problems. They may also help those that target catering for the needs of low income clients.
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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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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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Ung, Rowena A. "Customers values and attitudes of teenagers in relation to dieting." Thesis, University of Macau, 1998. http://umaclib3.umac.mo/record=b1636780.
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Lantz, Stina, and Mette Lilius. "Trådsmala och graciösa : en studie om skyltdockor." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-16854.
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Skyltdockor är ett exponeringsverktyg som har en lång historia inom klädsömnadsindustrin, en historia som genom decennierna förändrats och utvecklats för att attrahera konsumenterna på marknaden. Utseendet och skönhetsidealen som symboliseras har diskuterats och väcker idag, år 2012, stora debatter som är högaktuella.Syftet med forskningen är att studera den kvinnliga konsumentens associationer och attityd till skyltdockor på den svenska marknaden. Vi vill bidra till en ökad förståelse för marknadens attityder till skyltdockan ur ett företagsperspektiv, få en överblick över kommunikationskanalen och påvisa hur utformningen av skyltdockan ställs i relation till konsumentbeteendet.Forskningsfrågorna som behandlas i undersökningen är följande, hur ska skyltdockorna på den svenska marknaden utformas för att uppfattas som en effektiv exponerings- och kommunikationskanal. Vilka betydelsefulla argument är intressanta vid utformningen av en kvinnlig skyltdocka. Hur ska skyltdockan utformas för att attrahera den kvinnliga konsumenten och inge positiva associationer. För att besvara dessa frågor grundas studien främst på två genomförda fokusgrupper samt en enkätundersökning med respektive respondenter. Då den teoretiska referensramen var relativt outvecklad och outforskad inom området, skyltdockor, tar studien fasta på olika modeller som kan beskriva kommunikationen mellan företag och slutkonsument samt hur olika konsumentbeteenden kan påverka till ett köp. Den insamlade teorin utmynnar i en egen modifierad modell som beskriver kommunikationsflödet från en marknadskanal till konsument.Det material som vi fått in har gett utrymme för vidare analyser och med teorin som komplement har studien fångat kvinnornas verklighetsuppfattning både visuellt och via diskussioner. Resultatet och slutsatsen visar på att skyltdockan är ett tilltalande marknadsföringsverktyg i skyltfönstren som skapar olika associationer och attityder. Kvinnor är inte överens om hur vida utvecklingen ska utforma skyltdocksidealet för att tilltala alla men påvisar olika attityder och klarlägger att marknadskanalen inte alltid är bidragande faktor till ett köp.
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Fransson, Olivia, Josefine Lindstrand, and Josefin Kautto. "Vill du ha en påse? : Hur en påse skapar ökad kundlojalitet." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-13836.
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Textilmarknaden blir allt mer utsatt för konkurrens. Företag måste idag vara duktiga på att erbjuda konsumenter något utöver det vanliga för att hålla sig kvar på marknaden. Det finns olika sätt för företag att konkurrera på och denna uppsats har som syfte att undersöka vilka egenskaper en påse skall ha för att ge kunden ett mervärde som därigenom kan bidra till ökad kundlojalitet. Fyra olika påsar från fyra olika företag har använts i uppsatsen och dessa är: Acne, Best of Brands, KappAhl och H&M. Intervjuer med kvinnor i åldrarna 20–30 år ligger till grund för resultatet. Resultatet av vår uppsats visar att påsen har en positiv inverkan på konsumenters attityder. Påsen bidrar till konsumenters helhetsintryck av butiken och respondenterna upplever sig som bättre kunder när de får en fin påse. Påsen ses som en statussymbol men också som ett marknadsföringsverktyg för varumärket. Solomons ABC-modell har använts för att skapa förståelse för hur olika attribut påverkar konsumentens köpbeteende. Vi skapade en illustration med de olika attributen på påsen vi valt att undersöka. Tillslut skapades en egen modell sammansatt av ABC-modellen och påsens attribut för att tydliggöra vad hos en påse som skapar en attityd hos konsumenten som kan leda till ökad kundlojalitet.The textile market is more exposed to competition than ever. The companies need to communicate a comparative advantage in order to survive. There are several ways a company can compete and the intended purpose of this report is to examine which characteristics a bag should have in order to increase customer value and strengthen the customer loyalty. The report highlights the design of the bag, its attributes and elements making bags from certain companies of greater importance than others in reinforcing the customer loyalty. Four different bags from different companies have been used in our report. The selected companies were, Acne, Best of Brands, Kappahl & H&M. Interviews have been held with women in the ages20-30 years and are part of the result. The result of our report shows the great impact a bag has regarding consumer attitudes. The bag contributes to the customer’s overall impression of the brand and respondents consider themselves as a customer of greater importance when receiving an elegant bag. The bag is considered as a status symbol as well as a markting tool for the brand. The ABC-model of Solomon has been used to create an understanding of how different attributes of the bag affects the purchasing behaviour of the consumer. We created anillustration with the chosen attributes of the bag that were examined. Finally, we created ourown model with guidance of the ABC-model and the attributes of the bag. This were made to clarify what kind of attributes affecting the customer behaviour, which in turn drives thecustomer loyalty.
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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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Hutson, Jeffrey D. "Contemporary attitudes toward integrated marketing communication." Virtual Press, 2006. http://liblink.bsu.edu/uhtbin/catkey/1337196.
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This research utilized Q Method to learn whether attitudes regarding integrated marketing communication (IMC) among both educators and practitioners are consistent with placing IMC in an inductive or pre-theory stage of development within the theory building-research cycle. The analysis indicates an acceptance of IMC as a valid method of communication management among study participants. However the data is consistent with a negative, or at best ambiguous, conclusion when it comes to placing attitudes regarding IMC in an inductive or pre-theory stage of development within the theory building-research cycle. This then permits the conclusion that IMC at present is a communications management approach, not a nascent communication theory.Department of Journalism
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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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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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Bremholt, Pontus, and Ludvig Hansson. "Kundlojalitet: Vad är det, hur gör man och varför fungerar det inte? : Lärdomar från företag i den svenska detaljhandeln." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-21704.
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Kundlojalitet är ett begrepp som aldrig tycks försvinna ur marknadsföringens ordlistor, kanske eftersom det för många företag är det ultimata marknadsföringsmålet. Den samtida konkurrensen har tack vare globalisering och digitalisering blivit hårdare än någonsin och lojalitet har aldrig varit mer relevant. Men kundlojalitet som forskningsområde är långt ifrån tydligt och enat i sina åsikter, och i det värsta fallet tycks det vara oklart vad lojalitet ens är eller om det kan skapas eller påverkas. Därmed uppfattas ett behov av att närmare undersöka hur kundlojalitet hanteras av företag inom detaljhandel via onlinekanaler, en bransch som har drabbats av en hårdare konkurrens. En kartläggning av forskning kring ämnet förtydligar att kundlojalitet som koncept har studerats, omdefinierats och kritiserats i en stor utsträckning, men att det nu finns en enad syn på kundlojalitet som ett flerdimensionellt koncept bestående av både beteende och attityd. Men detta synsätt har enligt forskning inte översatts väl till praktiken och många av de strategier som tillämpas såsom lojalitetsprogram kritiseras för att inte främja sann lojalitet. Samtidigt har mycket av den forskning som genomförts fokuserat på konsumentsidan och varför det som görs i relation till lojalitet inte fungerar. Denna masteruppsats fortsätter studien av kundlojalitetens praktiska situation genom att med intervjuer undersöka hur detaljhandelsföretag inom onlinehandel tacklar kundlojalitet för att tydligare kartlägga vad som görs och varför. Åtta intervjuer resulterade i ett flertal teman som beskriver hur kundlojaliteten uppfattas och behandlas i praktiken. Resultaten visar att de definitioner, strategier, metoder och mätetal som används inte stämmer överens med den nyare synen på lojalitet som flerdimensionell. Detta har lett till strategier som varken främjar relationer eller lojalitet och som snarare leder till minskade marginaler och uppmuntrar ett ohållbart konsumentbeteende. Resultaten lyfter även fram fem utmaningar inom det praktiska arbetet med kundlojalitet. Dessa kan härledas till ett övergripande problem som bottnar i att kundlojalitet inte behandlas som en ledningsfråga.Customer loyalty is a term which is seemingly ubiquitous in the proverbial dictionary of marketing, perhaps because it often is considered the ultimate goal of many marketing activities. Thanks to rising globalisation and digitalisation the current competitive landscape has intensified to a point previously unheard of, which renders loyalty more important than ever before. But, as a field of research customer loyalty is quite split in terms of how loyalty should be defined, and it seems uncertain if loyalty even should be seen as something which can be created. With all this uncertainty in mind there would appear to be a need to more closely examine how Customer Loyalty is actively handled by businesses, using the Swedish e-retail market as a point of reference. A mapping of research on the subject clarifies that customer loyalty as a concept has been studied, redefined and criticized to a great extent, but that there now is a unified view of customer loyalty as a multi-dimensional concept consisting of both behaviour and attitude. However, according to research, this approach has not been translated well into practice, a lot of the strategies applied within loyalty programs has been criticized for not encouraging true loyalty. At the same time, much of the research that has been carried out has focused on the consumer perspective and why the loyalty efforts do not work. This master thesis elaborates on the study of the practicals of customer loyalty by conducting interviews with laypeople to determine how Swedish business within online retail deal with the challenge of maintaining loyalty. A total of eight interviews yielded many themes which thoroughly describe how customer loyalty is viewed, defined, measured and dealt with in practice. Our results show that the definitions, strategies, methods and measurements currently used within the field of loyalty management are not up to snuff when compared with the views of academic research, which define customer loyalty as a multidimensional construct. This has lead to strategies which neither favour loyalty nor relationships but rather result in lessening margins while encouraging unsustainable consumer behaviour. The results also highlight five distinct challenges within the practice of loyalty management. These can largely be contributed to the fact that customer loyalty rarely is given the level of attention on a leadership level that it should warrant.
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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.
Full textAbstract:
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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Patsatsia, Gvantsa, and Tamar Dzimistarishvili. "The effects of CSR of banks on customer attitudes in developing countries." Thesis, Malmö högskola, Fakulteten för kultur och samhälle (KS), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-21239.
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Annam, Balasubrahmanyam, and Narasimha Rao Yallapragada. "Understanding Customers Attitudes towards Technology-Based Self-Service : A Case Study on ATMs." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-149.
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In the present society technological innovations are playing significant role in every phase of human life, human interaction with machines has become essential in service sector. In the past a number of efforts have been made in the literature of service marketing to understand how companies can better deliver their services with the help of self-service technology. In this present situation companies have many possibilities to realize service offerings with huge investments in self-service technologies, as the technology became the driving force to service the customers effectively and helpful in delivering the services.
Nowadays it become challenging for the companies to serve customers effectively with in a prescribed time providing the right products with lower cost. To get rid of this issue most of the organizations are showing interest to employ self-service technologies (Like ATMs, ticket vending machines, online auctions, etc..,). The purpose of the thesis can be traced to the fact that a large part of the service sector is changing from personnel-based delivery to technology-based self-service. The theoretical problem of the present study is to concentrate on service marketing and service quality in order to provide a better understanding of customers’ attitudes and preferences towards technology-based self-services (ATMs).
So far many researchers have addressed customers’ attitudes towards the technology-based self-service delivery from a service quality perspective. The present paper on service quality and self-service based on technology concerns of expected use rather than actual use and customers expectations about new self-service technologies. To reach the purpose we conducted a pilot case study to know the customers attitudes towards technology (speed, accuracy, ease of use, privacy) using ATMs and their perception towards self-service technologies. For date collection we did 26 open interviews and 150 interviews with the help of questionnaire and the data analysis is based on both qualitative and quantitative methods, supported by the qualitative information and literature reviews. Finally in terms of important findings: easy of use, speed, control and accuracy are the main attributes for service quality and customer satisfaction.
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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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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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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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Ruotsala, C. (Charlotta). "Immigrants’ attitudes towards customer service in English in Oulu:from a questionnaire study to a qualitative approach to attitudes." Master's thesis, University of Oulu, 2016. http://urn.fi/URN:NBN:fi:oulu-201612013150.
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This Master’s Thesis examines what kind of attitudes immigrants have towards customer service in English in Oulu. More specifically, the focus is on finding out what kind of social factors immigrants connect to Finns’ English skills. In addition, the aim is to examine how the immigrants perceive the customer service in different official agencies and between different service providers in Oulu. Finally, the interest lies in finding out if immigrants conceive the customer service to be connected to customer’s language choice or ethnicity or nationality. The data comprises of a combination of a questionnaire study and a group interview. Ten immigrants completed a questionnaire study in the autumn 2015. Subsequently, a group interview of five immigrants was organised in the autumn 2016. The questionnaire responses were divided into four categories according to their thematic content: Official agencies and service providers in Oulu, Finns providing customer service in English, Racism in customer service, and Customer’s language choice and language competence. Within these categories, eight different claims were derived from the questionnaire responses. These claims were presented to the group interview participants, following the theoretical and methodological framework of the qualitative attitude approach, developed by Vesala and Rantanen (2007). In addition to the methodology of the qualitative attitude approach, qualitative content analysis was also used as an analysis method. The results indicate that these immigrants living in Oulu expressed overall positive attitudes to the customer service in English in Oulu. Regarding official agencies, the immigrants expressed positive attitudes towards customer service delivery but expressed less positive attitudes towards the employees’ English skills in different official agencies. In terms of different service providers, the immigrants viewed that there are differences in customer service between them. Furthermore, the immigrants expressed positive attitudes to Finns’ English skills in general. However, different social factors, such as age, gender, profession and education were connected to Finns’ English skills, as it was viewed that the young, women and highly educated speak the best English. In terms of other social factors, racism was acknowledged as a possibility but was not further elaborated due to the communicative context of a group interview. Moreover, shyness as a Finnish mentality was highlighted and connected to Finns’ English skills. In terms of the customer’s language choice and language skills, the majority of the research participants did not see that the customer’s language choice between English and Finnish has an effect. Still, some highlighted better service and connection with the person in Finnish. Customer’s language competence was seen to have an effect only when the customer has low proficiency in English. As a conclusion, it should be observed that as attitudes varied within this small group, they may vary all over in different social situations. This could be seen to validate the social nature of attitudesTämän pro gradu -tutkielman tavoitteena on tutkia maahanmuuttajien asenteita englanninkielistä asiakaspalvelua kohtaan Oulussa. Tavoitteena on saada selville, kuinka maahanmuuttajat liittävät suomalaisten englannin kielen taidot erilaisiin sosiaalisiin tekijöihin, kuten asiakaspalvelijan ikään tai sukupuoleen, ja kuinka maahanmuuttajat näkevät eri virastojen ja palveluntarjoajien englanninkielisen asiakaspalvelun Oulussa. Lisäksi halutaan selvittää, onko asiakaspalvelu yhteydessä asiakkaan kielivalintaan tai asiakkaan etnisyyteen tai kansallisuuteen. Tutkimuksen aineisto koostuu sekä kyselylomaketutkimuksesta että ryhmähaastattelusta. Kymmenen maahanmuuttajaa otti osaa kyselylomaketutkimukseen syksyllä 2015 ja viisi maahanmuuttajaa osallistui ryhmähaastatteluun syksyllä 2016. Kyselylomakkeiden vastaukset jaettiin neljään kategoriaan: virastot ja palveluntarjoajat Oulussa, suomalaisten tarjoama asiakaspalvelu englanniksi, rasismi asiakaspalvelussa sekä asiakkaan kielivalinta ja kielitaito. Kahdeksan erilaista väittämää muotoiltiin näiden vastausten pohjalta ja nämä kahdeksan väittämää esitettiin ryhmähaastattelun osallistujille, seuraten Vesalan ja Rantasen (2007) laadullisen asennetutkimuksen metodologista ja teoreettista lähestymistapaa. Tämä lähestymistapa toimi myös pohjana aineiston analysoimiselle, yhdessä laadullisen sisällönanalyysin kanssa. Tulokset osoittavat, että nämä maahanmuuttajat ilmaisivat yleisesti ottaen positiivisia asenteita englanninkielistä asiakaspalvelua kohtaan Oulussa. Maahanmuuttajat ilmaisivat positiivisia asenteita eri virastojen asiakaspalvelua kohtaan, mutta ilmaisivat vähemmän positiivisia asenteita virastojen työntekijöiden englannin osaamista kohtaan. Maahanmuuttajat myös näkivät, että asiakaspalvelussa on eroja eri palveluntarjoajien välillä. Lisäksi, maahanmuuttajat ilmaisivat positiivisia asenteita suomalaisten englannin kielen taitoja kohtaan, mutta liittivät niihin erilaisia sosiaalisia tekijöitä, kuten iän, sukupuolen sekä koulutuksen ja ammatin. Yleisesti ottaen nähtiin, että nuoret, naiset sekä korkeasti koulutetut puhuvat hyvin englantia. Lisäksi suurin osa ei nähnyt, että asiakkaan kielivalinnalla olisi vaikutusta. Jotkut kuitenkin painottivat parempaa informaatiosisältöä ja kontaktia asiakaspalvelijan kanssa, kun kommunikointi tapahtuu suomeksi. Asiakkaan kielitaidolla nähtiin olevan vaikutusta vain jos asiakas ei osaa hyvin englantia. Myös rasismin mahdollisuus sosiaalisena tekijänä asiakaspalvelussa tunnistettiin, mutta siitä ei keskusteltu yksityiskohtaisemmin tämän ryhmähaastattelun sosiaalisessa kontekstissa. Yhteenvetona voidaan olettaa, että asenteet vaihtelisivat kaikkialla, eri sosiaalisissa tilanteissa, sillä jopa tämän pienen ryhmän sisällä tapahtui asenteiden vaihtelua. Tämä voidaan katsoa olevan yksi osoitus asenteiden sosiaalisesta luonteesta
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Vaikoontapan, Paisan, and Waraporn Srisanguansat. "Attitude of Thai customers toward the country of origin in low involvement product (Case study of chocolate)." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-10450.
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Almeida, Daniel da Costa R. F. de. "Study of customer’s perceptual antecedents of value and attitude toward electronic marketing communication tools (e-mail and SMS): an application to the tourism industry." Master's thesis, 2008. http://hdl.handle.net/10071/1342.
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The study of consumers’ attitudes regarding digital channels is one of the keys to provide success within electronic marketing communication strategies. Ducoffe (1996) tested a conceptual model in which stimulus value perceived by customers through three dimensions (informativeness, irritation, and entertainment) affects consumers´ attitudes toward internet-based stimulus. Ducoffe (1996) defined stimulus value as a cognitive assessment of the extent to which stimulus gives consumers what they want. Brackett and Carr (2001) extended Ducoffe’s original model by adding two additional antecedents (credibility and relevant demographic variables). This study extended Brackett and Carr’s (2001) model by including perceived interactivity, customer’s attitude toward privacy, matching of preferred media channels and ideal frequency of exposure as consumer’s perceptual antecedents. Through the use of AMOS software to evaluate Structural Equation Modeling (SEM), the initial theoretical study’s model is analyzed and redefined the existence of direct effects among of these antecedents with stimulus value and attitude toward stimulus as well. Thus, this study was able to assess the respective correlation weights. A sample study was undertaken using the customer database of a reward card program for historic hotels in Portugal. The result of this research allows marketers to better design electronic marketing communication strategies.O estudo das atitudes dos consumidores a respeito dos canais digitais é uma das chaves para garantir o sucesso de uma estratégia de comunicação electrónica de marketing. Ducoffe (1996) testou um modelo conceptual no qual o valor do estímulo percebido pelos clientes por três dimensões (informação, irritação e diversão) afecta as atitudes dos clientes face estímulos via internet. Ducoffe (1996) definiu o valor do estimulo como uma avaliação cognitiva da extensão de quanto os consumidores dão a aquilo que eles querem. Brackett e Carr (2001) estenderam o original modelo de Ducoffe adicionando mais dois antecedentes (credibilidade e importantes variáveis demográficas). Este estudo estende o estudo de Brackett e Carr (2001) incluindo interactividade percebida, atitude do consumidor face a privacidade, ser contactado pelo canal preferido e a frequência ideal de exposição a estes contactos como antecedentes perceptivos dos consumidores. Com o uso do software AMOS, que avalia modelos de equações estruturais (SEM), o modelo teórico inicial deste estudo é analisado e redefinido a existência de efeitos directos entre estes antecedentes com o valor do estímulo e também a atitude face ao estímulo. Consequentemente, este estudo foi capaz de medir o peso das respectivas correlações. Foi obtida uma amostra usando a base de dados de um programa de fidelidade com clientes de hotéis históricos em Portugal. O resultado desta pesquisa possibilita profissionais de marketing no melhor planeamento estratégico da comunicação de marketing electrónico.
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TSAI, HUNG-NI, and 蔡虹霓. "The Effects of Product Categories, Brand Alliance Fitness and Personality Traits on Customer’s Brand Attitude and Purchase Intentions: A Case of Spotify." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/kjr5vh.
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碩士東吳大學
企業管理學系
106
In recent years, streaming music platforms have gradually replaced physical album and changed the way people listen to music. Spotify is taking the lead in the streaming music industry with a monthly active users up to 170 million, and more than 75 million subscribers. However, Spotify is presently in the red. Spotify is dedicated to increasing the number of subscribers, and looking for cooperate brand to expand advertising revenues and try solving the financial problems. This study uses Spotify as the main brand, aiming to investigate the effects of different product categories (hedonic products /utilitarian products), brand alliance fitness, and locus of control on customer’s brand attitude and purchase intention. A total of 309 valid samples were collected and statistical software SPSS 22.0 was adopted as a data analysis tool. Some major findings are as follows: First, when the cooperate brand’s product category is hedonic products, consumer will have higher brand attitude and purchase intention. Second, to the people whose personal trait is internal control, high brand-fit utilitarian products have higher brand attitude and purchase intention than low brand-fit hedonic products. Third, to the people whose personal trait is external control, high brand-fit hedonic products have higher brand attitude and purchase intention than low brand-fit utilitarian products.
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Dispongsa, Aschariya, and 狄莎芽. "The Impact of the Perception of Corporate Social Responsibility on Customer’s Brand Image, Brand Attitude and Purchase Intention-Taking Functional Drink Industry in Thailand." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/428qg6.
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碩士中國文化大學
全球商務碩士學位學程碩士班
103
Corporate Social Responsibility (CSR) issues have been raised to the public attention while consumers also have higher interests about firms that contribute in the well-being of society. In fact, CSR in Thailand has a deep root with Thai culture, previous studies examined however shows that is not widely used yet. The purpose of this study is to investigate consumer perception on image, attitude and purchase intention towards enterprise via their corporate social responsibility (CSR) activities. This study takes the functional drink sector in Thailand as an example to examine if (whether) their CSR has significant impact on consumer perception including their brand image, brand attitude and purchase intention. This study applied quantitative method to collect the data in Thailand. Hence, there are 250 validated questionnaires and analyzed by descriptive analysis. The findings show that all respondents in this investigation agree that CSR activities encourage the positive feedback and brand image towards their social responsibility activities also has a positive relation. This study found when the firms apply CSR actions would encourage consumers to purchase their products. The result suggests that companies need to engage more CSR activities but at the same time they have to convince their customers that these activities are not just merely advertising or marketing ploy, so firm can increase consumer brand attitude and willingness to buy its products.
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Chang, Chun-Kai, and 張俊凱. "A Study of the Relationships among Brand Country-of-Origin image, Brand Image, Brand Attitude and Customer’s Purchase Intention-A Case Study on Samsung Smart Phone." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/65ssk2.
Full textAbstract:
碩士國立高雄應用科技大學
財富與稅務管理系
101
The market of smart phone in Taiwan is becoming more and more competition, and Samsung officially surpasses the others as the new leader in Taiwan during the third quarter of 2012. Customers have many choices among different brands of smart phones. Most of Taiwanese favor to HTC and dislike Samsung because of some negative factors from Korea. This study would like to research the attitude of Taiwanese consumers when they purchase Samsung’s smart phones. Samsung keeps the competitiveness and high class image through excellent strategies and brand management. In addition, Interbrand reported the Best Global Brands in 2012 and Samsung got the nineth. The main purpose of this study is to investigate the relationship among brand country of Origin image, brand image and brand attitude when customers purchase Samsung’s smart phones and be influenced one. The valid questionnaires of this study were 324 copies. The software of SPSS and AMOS is applied for empirical analysis. The research results showed that (1) The brand country-of-origin image has a positive influence which is partially significant on brand attitude. (2) The brand image has a significantly positive influence on brand attitude. (3) The brand attitude has a significantly positive influence on customer’s purchase intention. (4) The brand country-of-origin image has a positive influence which is partially significant on customer’s purchase intention. (5) The brand image has a positive influence on customer’s purchase intention. (6) Through the mediating effect of the brand attitude, the brand country-of-origin image has a positive influence which is partially significant on customer’s purchase intention. (7) Through the mediating effect of the brand attitude, the brand image has a positive influence on customer’s purchase intention. Therefore, this study suggests that Samsung not only can design much smart phone’s software that is innovative and convenient, but also choose a famous international designer to design the appearance of smart phone.
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Chang, Tzu-Tsz, and 張祖慈. "The Customer’s Perception of Store Atmosphere , Consumer Emotion ,Experiential Value Effect of Brand Extension Attitude :The Study for Coffee Shops of Global Fashion Brand Extension - A Case Study of Agnès b Café." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/6eas7y.
Full textAbstract:
碩士中國文化大學
觀光事業學系
105
Nowadays global fashion industry has an important trend called the brand cross-border business, which is to change from the fashion industry to the hospitality industries and other fields. Many well-known fashion brands have extended their business to café and catering. Agnès b. CAFÉ, L'OCCITANE Café, Chic Café, Roots Lodge Café are the examples of the brand cross-border business. Therefore, the purpose of this study is to explore the influence of atmosphere on consumer emotion and experiential value; the influence of experiential value by brand extension attitude with the brand image as a mediator. The questionnaires were distributed at Agnès b. CAFÉ in the greater Taipei area. A total of 400 valid questionnaires were collected, and SPSS was used to analyze. The results show that the store atmosphere has a significant impact on the consumer emotion and the experiential value. The consumer emotion has a significant effect on the experiential value. The experiential value has a significant influence on the brand extension attitude. There is a significant positive impact to the experience value and the brand extension attitude.
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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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Yang, Chia-Ying, and 楊佳穎. "Exploring customers’ attitude toward contextualized mobile advertising." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/54tj3k.
Full textAbstract:
碩士國立中山大學
資訊管理學系研究所
103
Mobile advertising is getting popular nowadays. Advertisers invest a lot in mobile advertising. There is a great opportunity for advertisers to engage consumers. Since mobile advertising will be very different as the consumers is moving and past researches proposed a concept of contextualized, the purpose of this study is to explore customers’ attitude toward contextualized mobile advertising. We proposed three contextualized characteristics which including location, time, and weather. We explore their influence on customers’ perception toward the advertising and the relative importance between them. In addition, we investigate the influence of customers’ perception toward the advertising on customers’ attitude toward mobile advertising. The results of this study are: (1) either location-fit or time-fit mobile advertising can generate more influence on customers’ perception toward the advertising than location-misfit or time-misfit mobile advertising while weather-fit mobile advertising can generate more influence on customers’ perception of informativeness. (2) Location has the most significant influence on irritation, credibility, and entertainment while time is the most significant one to influence informativeness. (3) Customers’ attitude toward mobile advertising is influenced by their perception of informativeness, irritation, credibility, and entertainment.
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Wu, Ting-Jung, and 吳亭瑢. "Effect of Customer's Behavior on Employee's Job Attitude." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/27086774197388402888.
Full textAbstract:
碩士國立屏東科技大學
企業管理系所
103
As organizations pay more attention to service quality and customer's satisfaction, employees are required to show more positive attitude in service for winning customer's satisfaction and loyalty. However, customers may become more bossy in spending money and mistreat the employees in service. The employees may develop dissatisfaction and verbosity as a consequence. Finally, reduction in job performance and increase in service cost may occur. Kaohsiung police officers are the objects in the present study. Time segregation method that collects data at different timings is used for avoiding common method variance that may come from taking data from the same source repeatedly. The results show that the self-esteem in the organization impacts significantly on job satisfaction. A higher degree of self-esteem in the organization corresponds to a weaker native correlation between customs with negative behavior and job satisfaction. In the contrary, the lower degree of self-esteem in the organization, the higher negative correlation between the customs with negative behavior and job satisfaction.
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Hwan, Ton, and 黃頓協. "The customers''cognition and attitude for postal insurance." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/38529373870244442937.
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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.
Full textAbstract:
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.
Full textAbstract:
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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Mohammed-Hasan, Lulaw, and Lulaw Mohammed-Hasan. "A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/m4rkaj.
Full textAbstract:
碩士長榮大學
管理學院經營管理碩士班
107
With the rapid development of the economy and the increasing numbers of investors entering the Taiwan market, the demand for accounting professional services has grown substantially. Accounting firms aim at serving customers, but there are often cases that service errors are encountered. Professional services involve credit quality; therefore customers' demands for qualified professional services are increasing day by day. Customers are obviously no longer as passive as they are in the past, and they actively seek cooperation and trust for service supply. Accordingly, the study uses questionnaire to investigate whether customers’ expected service recovery for different types of service errors significantly related to the customers satisfactory response and subsequent behavioral intentions in accounting professional services. The results of the study indicate that customers have significant differences in service recovery preferences under different types of service errors. For severe service errors, the compensation effect, remediation speed and active remedy have significant and positive impact on customer satisfaction responses; whereas the active remedy, remediation speed, and apology have significant and positive impact on the customer satisfaction responses in minor service errors. There is significant and positive relationship between customer satisfaction responses and the behavior intention of word-of-mouth in either severe or minor service errors. Moreover, there are no significant differences in service recovery facets between male and female.
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林建文. "The Influence of The Original Brand Attitude, Perceived Fit, and Sales Promotion on Customers'' Brand Attitudes and Purchase Intentions of The Brand Extensions." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/87330610607068499908.
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碩士實踐大學
企業管理研究所
92
In the twenty-one century, more and more products are produced to let customers choose. In order to save money, companies usually use the strategy of brand extensions. A successful brand extension can make benefits for both the original brand and the new product. There are more and more companies using the brand extension strategy when they launch new products. This research examined the influence of the original brand attitude, perceived fit, and sales promotion on customers’ brand attitudes and purchase intentions of the brand extensions. This research used experimental design of 2x2x3 to collect data and to validate the proposed conceptual framework. Results of this research indicate that: (1) The original brand attitude positively affects customers’ brand attitudes and purchase intentions of the brand extensions. (2) The different ways of sales promotions don’t make any significant difference statistically. (3) The interaction of the original brand attitude and sales promotion doesn’t positively affect customers’ brand attitudes and purchase intentions of the brand extensions. (4) The perceived fit is a significant moderator when sales promotion affects customers’ brand attitudes and purchase intentions of the brand extensions. (5) The perceived fit makes a positive influence on customers’ brand attitudes and purchase intentions of the brand extensions.
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陳志功. "Factors Affecting Vietnam Customers’ Attitudes Toward TV Advertisement." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/73869x.
Full textAbstract:
碩士美和科技大學
企業管理系經營管理碩士班
104
The objective of this research is to examine factors such as entertainment, informativeness, irritation, credibility, and materialism that affect customer attitude toward advertising. This research aims to investigate audience’s responses in different demographic groups in Vietnamese. The data is collected from Ho Chi Minh city, then the results are tested using Statistical Package for the Social Sciences (SPSS). The modeling results are discussed based on Regression analysis and ANOVA. In this case study, a total of 300 customers completed and returned useable questionnaire to the researcher. This research concludes that for Vietnamese customers, TV message content (entertainment, informativeness, irritation, credibility) and materialism affect their attitudes towards TV advertisement. Furthermore, the findings of this study show that there are no statistically significant differences among customers with different advertising frequency exposure, region and demographic groups in their attitude toward advertisement. Based on that, the result of this study will help managers and further researchers to have a better understanding and first hand information about Vietnamese response when they apply this to advertising campaign.
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張月香. "The Impact of Service Recovery on Customers Attitude and Behavior." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/78192603324874466062.
Full textAbstract:
碩士逢甲大學
經營管理碩士在職專班
104
As users of mobile devices grow and devices themselves popularize, online shopping, which is free from space-time constraint, has reduced costs and widened the range of revenues for businesses. It is worth noting that online shopping is also a part of the service industry, where many variances exist and unexpected incidents would take place, as it would be literally impossible to operate such business in perfection. Such incident, without satisfying customer services in a proper and timely fashion, could lead to significant customer churn. This poses a serious problem since new customers are infinitely more costly to develop than to keep original ones. Even to this day, the pricing errors have still been constantly occurring; therefore, how to adequately address this issue and take proper remedies are vital for enterprises. The questionnaire this study utilized was designed as a scenario-based experiment. A set of scenarios was presented to the subjects for them to read and to respond. The survey was conducted and gathered electronically and analyzed with SPSS 20.0 and AMOS 20.0 software suites.The following conclusions were reached: First, consumers’ perceived fairness is only correlated with the pricing level, as they tended to feel fairly treated in lower price scenarios; in contrast, the higher price ones left them with the opposite impression; however, the remedy taken and the brand’s image did not seem to play as important of a role in consumers’ perception. Second, the perceived fairness was confirmed to impact the overall satisfaction, which would, in turn, lead to the word-of-mouth effects and change the repurchase intention, between them the former was more substantial.
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BÖHMOVÁ, Kristýna. "Nákupní chování a postoje zákazníků maloobchodní jednotky." Master's thesis, 2013. http://www.nusl.cz/ntk/nusl-153615.
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The aim of the diploma thesis on topic ?The shopping behaviour and attitude of customers in the chosen retail unit? was the evaluation of shopping behaviour of customers and their attitude and suggestion of some improvement. The Literature search was writen on the basis of information from the available technical literature. This part contains information concerning customer and his attitudes, needs, behaviour and decision. Further there is an explanation of concept of shopping behaviour, its types and approches. The practical part contains information obtained from research and from interview made with the assistent of retail unit. These information served to evaluation of established hypothesis and to determination of concrete suggestions concerning improvement of range, employes, parking sites and checkouts.
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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.
Full textAbstract:
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.
Full textAbstract:
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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"Service quality perception difference between employees and customers." 2002. http://library.cuhk.edu.hk/record=b5891080.
Full textAbstract:
Ng, Wai Hung Thomas.Thesis (M.Phil.)--Chinese University of Hong Kong, 2002.
Includes bibliographical references (leaves 103-112).
Abstracts in English and Chinese ; questionnaires in Chinese.
ABSTRACT (ENGLISH) --- p.i
ABSTRACT (CHINESE) --- p.iv
ACKNOWLEDGEMENT --- p.vi
TABLE OF CONTENTS --- p.vii
LIST OF TABLES --- p.ix
LIST OF FIGURES --- p.x
Chapter CHAPTER I --- INTRODUCTION --- p.1
Chapter CHAPTER II --- LITERATURE REVIEW --- p.6
Service Quality (SQ) --- p.6
Conceptualizing SQ --- p.9
SQ Perception Discrepancy between Employees and Customers --- p.14
SQ Conceptualization Discrepancy
Discrepancy in Psychometric Properties of SQ scale
SQ Evaluation Discrepancy
Measurement Equivalence/Invariance(ME/I) --- p.19
Testing Configural Invariance
Testing Factorial Invariance
Testing Unique Variance Equivalence
Testing Factor Variance Equivalence
Testing Intercept/Scalar Invariance
Testing Factor Correlations Equivalence
Testing Latent Means Equivalence
Chapter CHAPTER III --- OBJECTIVE --- p.25
Chapter CHAPTER IV --- CONCEPTUALIZATION --- p.27
SQ Conceptualization --- p.27
Difference in Conceptual Model
Difference in Manifestation of Constructs (Dimensions)
Psychometric Properties of the Scale --- p.31
Difference in Magnitude of Random Error
Difference in Perception Dispersion
Difference in Baseline Perception
SQ Evaluation --- p.35
Difference in Interrelationships among Dimensions
Difference in Perceived SQ level
Summary --- p.39
Chapter CHAPTER V --- METHODOLOGY --- p.41
Data Collection --- p.41
Survey Instrument
Interview
Method of Analysis --- p.42
Testing Difference in Conceptual Model
Testing Difference in Manifestation of Constructs
Testing Difference in Magnitude of Random Error
Testing Difference in Perception Dispersion
Testing Difference in Baseline Perception
Testing Difference in Interrelationships among Dimensions
Testing Difference in Perceived SQ level
Other Methodologies in Examining ME/I --- p.51
Chapter CHAPTER VI --- RESULTS --- p.56
SQ Conceptualization --- p.59
Difference in Conceptual Model
Difference in Manifestation of Constructs
Psychometric Properties of the Scale --- p.68
Difference in Magnitude of Random Error
Difference in Perception Dispersion
Difference in Baseline Perception
SQ Evaluation --- p.75
Difference in Interrelationships among Dimensions
Difference in Perceived SQ level
Summary of Results --- p.77
SQ Conceptualization
Psychometric Properties
SQ Evaluation
Chapter CHAPTER VII --- DISCUSSION AND CONCLUSION --- p.85
Managerial Implications --- p.85
Using Employees Information
Training
Methodological Merits --- p.90
Measurement Non-invariance as a Source of Information --- p.92
Future Direction:
Application of the Multiple Forms of Discrepancy --- p.94
Conclusion --- p.95
APPENDIX --- p.96
Chapter 1A. --- Employees Survey Questionnaire --- p.96
Chapter 1B. --- Customers Survey Questionnaire --- p.99
Chapter 2. --- Item Patterns of Three Testing Models --- p.102
REFERENCES --- p.103
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"Attitude of corporate customers towards banks and banking services in Hong Kong." Chinese University of Hong Kong, 1993. http://library.cuhk.edu.hk/record=b5887565.
Full textAbstract:
by Lam Yin-shing Donald & Ho Chi Hung.Includes Chinese questionnarie.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1993.
Includes bibliographical references (leaves 103-107).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF TABLES --- p.vi
ACKNOWLEDGEMENTS --- p.viii
Chapter
Chapter I. --- INTRODUCTION --- p.1
The Banking Industry --- p.1
Corporate Banking in Hong Kong --- p.4
Market Characteristics of Corporate Sector --- p.13
Chapter II. --- THIS STUDY --- p.16
Purpose of the Study --- p.16
Justification of the Study --- p.16
Scope of the Study --- p.20
Chapter III. --- RESEARCH METHODOLOGY --- p.22
Research Design --- p.22
Sample Selection --- p.23
Survey Design --- p.23
Questionnaire Development --- p.24
Timing of the Survey --- p.25
Chapter IV. --- ANALYSIS OF FINDINGS --- p.26
Response Rate --- p.26
Demographics of the Samples --- p.27
The Most Important Banks --- p.35
Usage of Banking Services --- p.38
Factors Inducing Bank Switching --- p.44
The Best Banks --- p.49
Determinant Attributes of Banks / Banking Services Excluding Lending Policy --- p.50
Bank's Lending Policy re Determinant Attributes --- p.54
Chapter V. --- LIMITATIONS OF THE STUDY --- p.57
Non-Response Bias --- p.57
Response Bias --- p.58
Sample Selection Bias --- p.59
Language Used in Questionnaire --- p.60
Chapter VI. --- COMPARISON OF STUDIES --- p.61
Studies in Other Parts of the World --- p.63
Study of KK Chan and S M Ma --- p.67
Chapter VII. --- RECOMMENDATIONS --- p.74
Market Segmentation --- p.75
Market Positioning --- p.77
Marketing Strategies --- p.78
Other Recommendations --- p.81
Directions for Future Research --- p.85
Chapter VIII. --- CONCLUSIONS --- p.86
APPENDICES --- p.88
BIBLIOGRAPHY --- p.103
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Ribeiro, Gabriela Nunes Moutinho Moniz. "Pharmacy customers’ attitudes regarding self-care in the Midlands, England." Master's thesis, 2017. http://hdl.handle.net/10451/36019.
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Trabalho Final de Mestrado Integrado, Ciências Farmacêuticas, Universidade de Lisboa, Faculdade de Farmácia, 2017Self-medication is increasing, because it allows patients to treat symptoms or mild and self-recognized illnesses without having to recur to doctors whom they have to get an appointment with first, thus saving time and money. When buying available medicines in pharmacies, there is the presence of well-informed healthcare professionals with minor aliment schemes, so that the patients’ choice is the best fitted for the situation. Thus, another advantage of self-medication is the fact that the patient becomes self-empowered to manage its own health. What needed to be discovered next was if the patients’ choice was the best possible, if the patients were sufficiently informed to make a good decision and buy the right medicine for their illness. Therefore, a study was conducted in Nottingham, England, that consisted in administering a questionnaire to the customers of 31 community pharmacies. This survey consisted in questions about patients’ experiences in pharmacies, including a self-care section. The results demonstrated that, generally, the customers already knew which medicine they wanted to buy when they went to the pharmacy. Those who asked for advice to the pharmacy staff were happy with the amount of questions asked, and the information sources used by those who wanted to have more medicine information were the pharmacist, the doctor, the leaflet or the internet. 39% of all the 7154 inquired goes to the pharmacy because they like to manage their own health needs and because they only go to the doctor when they really must. When asking questions about safety and effectiveness of available medicines, most patients are well-informed, but there’s a statiscally significant difference between gender (woman are better informed), age (under 50 years old are better informed) and eligibility for free prescriptions (those who were not were better informed). The great majority of the customers are satisfied with the amount of medicines available to purchase to self-medicate, but 15% of those who were not wanted to be able to buy antibiotics without a prescription. This finding leads to believe that antibiotic awareness campaigns are not reaching enough people.
De acordo com o Despacho 17690/2007, de 23 de julho, “A automedicação é a utilização de medicamentos não sujeitos a receita médica (MNSRM) de forma responsável, sempre que se destine ao alívio e tratamento de queixas de saúde passageiras e sem gravidade, com a assistência ou aconselhamento opcional de um profissional de saúde”. A prática da automedicação tem vindo a aumentar, porque permite aos utentes tratar sintomas ou doenças leves e autorreconhecidas, sem ter de recorrer a médicos, com quem tem de se marcar consulta, poupando assim tempo e dinheiro. A compra de medicamentos disponíveis e autorizados para a prática de automedicação, se se realizar em farmácias, conta com a participação de profissionais de saúde bem informados e que dispõem de protocolos de tratamento para que a escolha do doente seja a melhor e a mais adequada para a situação. Portanto, além das vantagens já enumeradas, para o utente alia-se ainda a vantagem do facto de este adquirir um grande controlo na gestão da sua própria saúde. Resta então aferir se esta escolha que os utentes fazem em postos de saúde que vendam este tipo de medicação é a melhor possível, ou seja, se os utentes estão suficientemente informados sobre medicamentos e sobre as doenças mais comummente autotratáveis para que possam comprar o medicamento correto para a situação. Assim, realizou-se um estudo em Nottingham, Inglaterra, que consistiu na realização de um questionário aos utentes de 31 farmácias comunitárias, que incluía várias questões sobre experiências na farmácia comunitária, e, entre elas, questões sobre automedicação. Após analisados os resultados, concluiu-se que, no geral, os utentes já sabiam que medicamento queriam comprar quando chegaram à farmácia. Aqueles que pediram conselho ao profissional de saúde que trabalhava na farmácia estavam satisfeitos com as questões que lhe foram colocadas, e aqueles que quiseram procurar informação sobre medicamentos faziam-no com o farmacêutico, com o médico, através do folheto informativo ou na internet. Concluiu-se que 39% de todos os 7154 inquiridos vai à farmácia porque gosta de gerir as suas próprias necessidades de saúde e porque só vai ao médico quando é realmente necessário. Verificou-se ainda, ao colocar-se questões sobre a segurança e efetividade dos medicamentos, que a maioria dos utentes está bem informado, mas que existe uma diferença estatisticamente significativa entre géneros (as mulheres estão melhor informadas), entre idades (os utentes com menos de 50 anos estão melhor informados) e entre utentes elegíveis para prescrições grátis e não (os últimos estão melhor informados). A grande maioria dos inquiridos está satisfeito com a variedade de medicamentos disponível para se automedicar, mas 15% aqueles que não estavam desejou poder comprar antibióticos sem receita médica, o que torna pertinente a preocupação de que as campanhas de sensibilização para o uso correto de antibióticos não estejam a chegar a um número suficiente de pessoas.
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Ayanga, Bat-erdene, and 石漢(Bat-erdene Ayanga). "Business to business customer’s trust and believing attitudes in Mongolian construction industry." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/n97fx3.
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碩士國立聯合大學
管理碩士學位學程
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The concept of buyer needs, as a means for understanding buyers, has been around now for over a decade. It is an understatement to say many things have changed in the world of buying and selling since their beginning. We refer to investigate the changing dynamics of the buyer supplier relationship. The dynamics I refer to are buying behaviors and buyer goals. On the other side of the coin, we see marketing and sales making attempts to adapt. The concept of content marketing, trust in supplier, customer satisfaction, word of mouth emphasized, Our contribution is customer’s trust beliefs positively affect and significance on business-to-business customer’s satisfaction. To verify the proposed model, a questionnaire design according to the proposed model and a survey implementation was conducted in Mongolian construction industry companies. A total of 172 successful responses were received from 22 participant companies. After statistical analysis, the results of the hypotheses testing and the conclusions of this research were provided.
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Mojalefa, Trevor Letago Lucas. "Factors influencing the adoption of electronic banking behaviour." Thesis, 2014. http://hdl.handle.net/10210/12454.
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M.Com. (Business Management)The current competitive climate within the South African banking industry has put pressure on banks to either find new revenue streams mainly through innovation, or to achieve existing cost efficiencies. South African banks have increasingly looked to advancements in new technology, innovation and service distribution channels as a solution for attaining sustainable competitive advantage. The primary objective of this study was to investigate and assess the independent variables (perceived usefulness, perceived ease of use, perceived cost, perceived privacy/ security and knowledgeability/ awareness) that influence the adoption of electronic banking channels in order to inform banks’ channel migration strategy decisions. The study attempts to close the gap in electronic banking adoption theory that exists within a South African context. The significance of the study is that due to a majority of electronic banking adoption research and models being conducted internationally, an attempt is made to investigate and apply these models within a South African context. Based on a survey conducted among 211 respondents, the above mentioned independent and dependent variables under study were examined. The analyses revealed significant demographic and behavioural findings between the independent variables that influence consumer adoption of electronic banking channels. The perceived privacy/security variable was found to be responsible for the highest frequency of branch visits by clients mainly due to the perception that electronic banking channels are not safe to use. The independent variable, perceived usefulness, was found to have the strongest positive correlation with the adoption of electronic banking channels. These results imply that in addition to the importance of addressing privacy and security concerns associated with electronic banking, banks need to focus on improving consumer usefulness and value perceptions in their electronic banking offerings.