Journal articles on the topic 'CUSTOMER’S ATTITUDE'
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Alhazemi, Abdulrahm A. "Impact of Employee Competence and Behaviour on Banking Customer Trust: Empirical Study in Saudi Arabia." Archives of Business Research 11, no. 8 (August 8, 2023): 71–81. http://dx.doi.org/10.14738/abr.118.15049.
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The main purpose of the study was to find out the impact of employee competence and employee behaviour on banking customers’ attitude towards banking and trust in the banking system. 300 responses were collected from banking customers by administering structured questionnaire developed for the purpose and translated into arabic language. The results of the study showed that employee competence positive relationship with employee behaviour, and customer attitudes, however it has no significant relationship with the banking customer trust. Employee behaviour has statistically significant relationship with attitude and trust. Customer’s attitude influence trust of the banking customer. The study makes significant contribution to the literature. The findings of the study are important for the banks to improve and enhance banking customer’s attitudes and trust through employee competence and behaviour.
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Azam, Rauf I., and Aamir Khan Khattak. "MEASURING VALIDITY OF DETERMINANTS OF CONSUMER SUBSCRIPTION BEHAVIOR IN TELECOM SECTOR OF PAKISTAN." Jinnah Business Review 01, no. 02 (July 1, 2013): 22–29. http://dx.doi.org/10.53369/sljk7494.
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Organizations are changing the way they do business due to the competitiveness and dynamism of the business environment. Measuring customer satisfaction is a major concern of any industry to excel. Hence key challenge for the telecom sector is how to retain and increase customer’s subscription rate. Service quality is an important factor which has a significant extent to customer’s attitude and customer’s subscription behavior. This study was conducted to examine the relationship between service quality and subscription behavior mediating by customer’s attitude. The relationship between service quality dimensions (tangibility, reliability, assurance, empathy, and responsiveness) along with two additional dimensions convenience and network aspects using modified SERVPERF was investigated by personally administrating a questionnaire to the sample of 400 customers drawn using convenience sampling. The data collected was analyzed using different statistical tools. The findings suggest that service quality, customer’s attitude and customer’s subscription behavior are positively related to each other. It also supports that customer’s attitude toward services mediate the relationship between services quality and customer’s subscription behavior.
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Vahdati, Yasamin, and Kevin E. Voss. "Brand identification, cause-brand alliances and perceived cause controversy." Journal of Product & Brand Management 28, no. 7 (November 18, 2019): 880–92. http://dx.doi.org/10.1108/jpbm-01-2018-1729.
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Purpose The purpose of this study is to examine the extent to which a cause-brand alliance (CBA) leads to improved attitude toward cause-brand alliance, which in turn leads to improved brand identification. Design/methodology/approach The approach uses a 2 × 2 × 2 between-subjects experimental design to examine the interaction effect of the brand ally, the non-profit ally, and the perception of cause controversy on a customer’s attitude toward the CBA, which in turn affects identification with the brand ally. Findings On average, customers’ perception of cause controversy influences attitude toward the CBA and subsequently the level of identification with the brand ally. When a non-profit organization is connected to a controversial issue, managerial options for building a successful CBA are more limited than when the non-profit is noncontroversial. Research limitations/implications We contribute to consumer learning theory in the context of CBA research by identifying an important boundary condition – perceived cause controversy. Perceived cause controversy impedes the customer’s learning about partners in CBA. Moreover, fit and cue consistency are separate constructs. Practical implications CBAs help build customer brand identification. Brand managers must include the customer’s perceived cause controversy, the ally’s unique information, and the customer’s attitude toward the nonprofit in the decision calculus. Brands have an opportunity to demonstrate corporate social responsibility and build identification by helping a less well-established nonprofit to build positive customer attitudes. If the non-profit is linked to controversy, this opportunity is constrained. Originality/value A boundary condition-perceived cause controversy influences how the partners in a CBA differentially influence the customer’s attitude toward the CBA and, ultimately, brand identification.
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.R, Kavitha. "Advertising Collision in Social Media amid Facebook and Twitter." International Journal of Emerging Research in Management and Technology 6, no. 8 (June 25, 2018): 329. http://dx.doi.org/10.23956/ijermt.v6i8.161.
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Marketers have recognized that social media advertising has an important part of their marketing communication strategies. Also, social media helps the organization to communicate with their customers. Social media becomes part of a person’s life. The relationship between social media and customer decision making present that social media affects advertising attitudes and brand attitude and purchasing intention of customers. It will not necessarily affect customer’s decision making but might possess a mediating effect.
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Helly, Hermawan, Haryanto Budhi, and Setyawan Didik. "Antecedents of On Purchase Intention of Foreign Products, Mediating Role of Attitude, and the Moderating Role of Ethnocentrism." International Journal of Economics and Business Issues 1, no. 1 (December 31, 2022): 14–27. http://dx.doi.org/10.59092/ijebi.vol1.iss1.7.
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The purpose of this study is to examine the influence of perceived prestige, perceived quality, perceived value, brand image, country of origin and attitude to purchase intention foreign product and consumer attitude as mediation variable and also moderated by Customer’s Ethnocentrism variable. Specifically, it explains the variables that to form purchase intention consumer to foreign product "converse" and moderating effect of Customer’s Ethnocentrism variable. Data are gathered through survey by interviewing respondents who are guided by questionnaires. Sample consist of 200 respondents that collected by purposive sampling method. Structural Equation Modeling was used to explain the relationship of variables that are hypothesized. Meanwhile, to analyze moderation effect of the Customer's Ethnocentrism to use sub-group analysis. The test result indicated that there is significant relationship between perceived quality on attitude, perceived value on attitude, brand image on attitude, country of origin on attitude, and attitude on purchase intention. But there was not significant relationship between perceived prestige on attitude. Moreover, Customer's Ethnocentrism moderate the relationship between perceived prestige on attitude, perceived quality on attitudes, brand image on attitude, country of origin on attitudes, and attitudes on purchase intentions. But Customer's Ethnocentrism variabel was not moderate relationship between perceived value on attitude. In this study, shows the implications that can provide insight into the theoretical aspects, practical research aspects, and aspects for further research. And also shows the limitations of this study as an opportunity for future research.
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SAHADE and SYAMSU RIJAL. "THE IMPACT OF MARKETING COMMUNICATION PERFORMANCE AND REFERENCE GROUP ENCOURAGEMENT ON CUSTOMER ATTITUDES IN CHOOSING BANKING IN MAKASSAR CITY, INDONESIA." INTERNATIONAL JOURNAL OF RESEARCH IN EDUCATION HUMANITIES AND COMMERCE 04, no. 03 (2023): 309–17. http://dx.doi.org/10.37602/ijrehc.2023.4325.
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The objective of this research is to find out customer response index decision (CRID) and the influences of marketing communication performance, reference group, both partially and simultaneously towards customer’s attitude. Descriptive analysis used in this research based upon customer’s response index decision which utilized to predict the proportional value that’s linked with research variable dimensions, for hypothesis testing is applied structural equation modelling (SEM). Result of this research which describe based on statistical frequency distribution analysis and customer response index decision, show that customers have high level categorize toward decision on branch banking preferences, both partially and simultaneously to answered the hypothesis conceptual paradigm shown marketing communication performance and its effects toward customers’ attitude on the bank product or services significantly.
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Ha, Nguyen Minh, and Nguyen Hung Lam. "The Effects of Celebrity Endorsement on Customer’s Attitude toward Brand and Purchase Intention." International Journal of Economics and Finance 9, no. 1 (December 14, 2016): 64. http://dx.doi.org/10.5539/ijef.v9n1p64.
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Celebrity endorsement has become a popular choice in advertising due to the its originality and the celebrity’s attractiveness that make a big impact on brand awareness and customer behavior. This study analyzes the effect of celebrity endorsement on customer’s attitude toward brand as well as the effect of customer’s attitude toward brand on customer’s purchase intention in Vietnam. A survey was conducted with 306 individuals in Vietnam. After conducting the explanatory factor analysis (EFA), and multi-variable regression analysis, results indicate that customer’s attitude toward brand is positively affected by 03 factors: celebrity match-up congruence with the brand/product, celebrity trustworthiness, and celebrity expertise. Attitude toward brand also has a positive impact on customer’s purchase intention.
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Vegirawati, Titin, Yusnaini Yusnaini, and Endang Kusdiah Ningsih. "CUSTOMER ATTITUDES AND INTENTION TOWARDS SHARIA COMPLIANT HOTEL." Journal of Islamic Monetary Economics and Finance 5, no. 3 (November 1, 2019): 559–78. http://dx.doi.org/10.21098/jimf.v5i3.1075.
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The purpose of this study is to investigate the effect of customer’s attitudes on costumer intention towards sharia compliant hotel. This hotel arranged to serve customers creatively, based on sharia principles. The dimensions of the customer attitudes variable are customer attitudes of hotel operating, hotel design and hotel finance. This study applied convenience sampling to choose the members of samples. 183 hotel costumers were collected to be respondents. Data used is primary data. These data is collected by distributing questionnaires. This study applied partial least square to analyze data. Partial least square appropriate for small size sample. It also appropriate for communication and behavior research. The results of the study shows that customer attitudes of hotel operating, hotel design and hotel finance influenced customer intentions towards sharia compliant hotel positively and significantly. This moderate effect of customers attitude to their intention indicated that there are other factors that might affect customers intention such as price and hotel position.
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Prihatiningsih, Witanti, and Fitria Ayuningtyas. "Analysis of Insurance Agent’s Credibility to Customer’s Attitude in Buying Policy." International Journal of Engineering & Technology 7, no. 2.29 (May 22, 2018): 564. http://dx.doi.org/10.14419/ijet.v7i2.29.13819.
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Companies must have their own criteria for their sales agents, start from how to speak in front of potential customers, personal appearance and knowledge about the products and the company itself. The credibility of sales agents will make their companies have a good reputation. Insurance agents also trained by company to introduce the products until someone willing to buy the products and become their loyal customer. This research aims to determine whether there is any significant impact of insurance agent’s credibility to customer’s attitude in buying a policy. The long-term results of the research can be used as communication competence for agents to persuade potential customers, who probably initially not interest to buy the products, became a loyal customer. This research used combination between quantitative and qualitative research. This research used regression analysis to determine the impact of insurance agent’s credibility to customer’s attitude in buying policy and combine with triangulation data from qualitative perspective. The data collection techniques used questionnaires that distributed to the respondent and in-depth interview for key informant and informant(s). The respondent of this research were people who have insurance in the city of Sukabumi, West Java. The theory that used in this research was source credibility and customer’s attitude. The results of this research indicate that trustworthiness, expertise, and attractiveness of insurance agents have a significant impact to customer’s attitude in buying a policy. From the three components, the most important thing is the expertise. The expertise of insurance agent has a highest score compare with trustworthiness and attractiveness of insurance agent and thru in-depth interview, the respondent agreed that expertise is the important things of insurance agent’s credibility. This proves that the agent's expertise is more influential compared to trustworthiness and attractiveness
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Sooai, Eldalivia Y., Paulina Y. Amtiran, and Rolland E. Fanggidae. "PERSEPSI NASABAH TERHADAP PELAYANAN FRONTLINER (STUDI KASUS PADA BPR TLM)." JAF- Journal of Accounting and Finance 2, no. 2 (July 22, 2019): 1. http://dx.doi.org/10.25124/jaf.v2i2.2142.
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The objective of the study about “Persepsi Nasabah Terhadap Pelayanan Frontliner (Studi Kasus Pada BPR TLM)” is to determine the effect of custumer perceptions based on attitude, motivation, and past experience on frontline service in BPR TLM. This study is using quantitative descriptive approach. This study is using primary data in the form of questionnaire distributed to 100 customers who made transaction at BPR TLM and also using accidental sampling method. The result of the questionnaire regarding frontliner services wer anayzed by multiple linear regression. The result shows that customer perceptions based on attitude, motivation and past experience have significant possitive effect on frontliner services on BPR TLM. This is caused fronliner services is in line with customer’s expectations, which is shown by officer fronliner attitude who are friendly and can serve customer’s needs well. The comfort waitng room and fashion style of the officer make the customers feel that frontliner services in BPR TLM is good.
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Jun, Kyungyul, Borham Yoon, Seungsuk Lee, and Dong-Soo Lee. "Factors Influencing Customer Decisions to Use Online Food Delivery Service during the COVID-19 Pandemic." Foods 11, no. 1 (December 28, 2021): 64. http://dx.doi.org/10.3390/foods11010064.
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Despite the popularity of online food delivery systems in the foodservice industry, there have been few studies into customers’ decision-making process to use online food delivery services during the Coronavirus disease (COVID-19) pandemic. This study applied the technology acceptance model (TAM) to examine the factors affecting customers’ intention to use online food delivery services. Results showed (a) the perceived usefulness affects customer’s online food delivery usage directly and indirectly through customer attitude; (b) enjoyment and trust are also key factors determining behavior intention toward customer attitude using online food delivery services; (c) positive relationship between social influence and customer attitude; and (d) a positive relationship between customer attitude and behavior intention in the online food delivery service context. These findings provide theoretical and managerial implications that contribute to the online food delivery service industry.
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Setiyawati, Sri, and Budhi Haryanto. "Why Customers Intend to Use Express Delivery Services." Case Studies in Business and Management 3, no. 2 (August 2, 2016): 56. http://dx.doi.org/10.5296/csbm.v3i2.9661.
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The aim of this research was to better understand the effects of products quality, price reasonableness, brand image, and attitude towards customer’s intention. This research was guided by four research questions: What product quality has a positive influence on express delivery services a positive attitude? What price reasonableness positive influence on attitude to use express delivery services? What positive effect on brand image expresses delivery services? What positive attitude influence on intention to use express delivery services? The methodology employed was survey of 100 customers plus in-depth interviews with courier service operators. Interviews and survey were conducted from August to October 2015. This research was used SEM techniques for data analyze. The results confirmed there was no relationship between products quality, price reasonableness and attitude. Furthermore, brand image has influence attitude. The mediating role effects of costumer’s attitude for product quality, price reasonableness and brand image towards customer’s intention offer new insight into antecedents on costumer’s intention in a high influence. This study presents an original contribution to understanding brand image effect and its attributes either directly or through attitude towards customer’s intention is determine.Keywords: Product Quality, Price Reasonableness, Brand Image, Attitude, Customer’s Intention
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Zarei, Mohammad Mahdi, Majid Mokhtari, and M. Rosnah Yusuff. "Review in Supply Chain Base on Green Consumers Attitude." Applied Mechanics and Materials 564 (June 2014): 706–10. http://dx.doi.org/10.4028/www.scientific.net/amm.564.706.
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The aim of this study is to discuss the environmental concern levels of the consumers and the green customer attitude towards suppliers and improving suppliers’ green performance. However, for organizing and improving suppliers, they should cover different groups of consumers which have different levels of environmental concerns. Despite, customers have environmentally conscious toward product and care about protecting the environment. Thus, with customer’s environmental concern, significant positive influence have been emerging from suppliers in parallel response toward environment. Although with the time passing, consumer attitude will be changed and suppliers should able to follow and respond to consumer needs. Therefore for responding these needs and decreasing the environmental impacts, supply chains are using Green Customers’ Attitude Orientation which is powerful philosophy. In this paper, have been attempted to show what consumers’ attitudes are and how they behave and act towards green products and how can improve the suppliers’ performance can be improved.
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Leroi-Werelds, Sara, Sandra Streukens, Yves Van Vaerenbergh, and Christian Grönroos. "Does communicating the customer’s resource integrating role improve or diminish value proposition effectiveness?" Journal of Service Management 28, no. 4 (August 21, 2017): 618–39. http://dx.doi.org/10.1108/josm-11-2015-0366.
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Purpose The purpose of this paper is to examine whether explicitly communicating the customer’s resource integrating role in value propositions improves or diminishes value proposition effectiveness. Design/methodology/approach Based on existing research on value propositions, three effectiveness criteria are used: role clarity, expected customer value, and purchase intention. Two experiments manipulating the presence of the customer’s resource integrating role in value propositions test the conceptual model in both an indirect interaction (Study 1, toothpaste, n=207) and a direct interaction context (Study 2, fitness program, n=228). Additionally, Study 2 includes the moderating role of resource availability. Findings Explicitly communicating the customer’s resource integrating role in value propositions increases customers’ role clarity, which in turn influences customer’s attitude toward the service and purchase intention through a service-related (i.e. expected benefits and expected efforts) and an ad-related (i.e. ad credibility and attitude toward the ad) route. However, these results only hold for customers high in resource availability. Originality/value This research provides initial empirical support for the often-stated claim that value propositions should include the (potential) value of the offering as well as the (resource integrating) role of the customer. Taking a broader perspective, this research provides initial empirical support for recent calls to develop marketing communication practices that facilitate value-in-use. This paper’s findings show that adopting service logic in marketing communications seems to improve value propositions’ effectiveness.
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Maggon, Mohita, and Harish Chaudhry. "Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers." FIIB Business Review 7, no. 1 (March 2018): 57–65. http://dx.doi.org/10.1177/2319714518766118.
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In the business world, customer relationship management (CRM) has emerged as the main marketing activity of the service firms. Organizations thrive to maintain long-lasting relationships with their customers. The priority of the firms is to maximize the relationship share (RS) with profitable customers. The current study aims at identifying determinants of RS for hotels leisure travellers. The findings indicate that customer satisfaction (CS) and attitude towards the hotel in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude towards the hotel. The findings of the present study will help the practitioners to design CRM programme better and reap its maximum benefits.
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Moghaddam, H. K., N. Khan, B. C. Tan, and S. Khan. "Consumer attitude toward Halal food in the case of the United Kingdom: the role of product attributes and marketing stimuli." Food Research 6, no. 6 (November 28, 2022): 136–42. http://dx.doi.org/10.26656/fr.2017.6(6).861.
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The Halal market in the United Kingdom is worth $4.5 billion and is anticipated to grow at a rate of 5% each year. In the United Kingdom, there is a growing demand for Halal food, which has resulted in the formation of various unregulated Halal Certification Bodies. In the halal food market, the problem of halal authenticity has recently become a serious concern. The purpose of the paper was to determine the effect of product attributes and marketing stimuli on customer attitudes toward halal food among Muslim customers in the U.K. A cross-sectional study was adopted for this study. The sample of the study included the Muslim customers who have consumed halal food in the U.K. The authors used a survey method to collect the quantitative data. A total of 384 responses were received and data were analysed using SPSS. The findings of the study revealed that product attributes such as country of origin have a significantly greater influence on the customer attitude towards halal food compared to other product attributes. The findings further showed that marketing stimuli such as sales’ location impact on customer attitude however advertisement did not have any impact on customer attitude towards halal food. The finding held perspectives from Muslim customers in the U.K and contributes to the stimulus-organism-response theory by incorporating product attributes and marketing as stimulus factors that affect the internal psychological state i.e., customer’s attitude in the case of the U.K. The implication of this study was to recommend Halal enterprises import halal food from Islamic countries for U.K customers, research the strategic location and select the hypermarkets, that handle halal food with care.
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S., Sreejesh, Debjani Sahoo, and Amarnath Mitra. "Can healthcare servicescape affect customer’s attitude? A study of the mediating role of image congruence and moderating role of customer’s prior experience." Asia-Pacific Journal of Business Administration 8, no. 2 (June 6, 2016): 106–26. http://dx.doi.org/10.1108/apjba-04-2015-0041.
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Purpose – The purpose of this paper is twofold. First, develop and test a conceptual model to understand the relationship between customers’ servicescape perceptions, self-image congruity and attitude in healthcare context. Second, to examine the extent to which the relationship between customers’ self-image congruity to attitude in a fully mediated model is moderated by their prior experience. Design/methodology/approach – Utilizing a self-administered survey of 320 customers, the study tested the proposed relationships with robust data analytic techniques. Findings – The results show that favorable servicescape perceptions help customers to form image congruence in terms of symbolic and functional elements and thereby strengthen their attitude. Further, servicescape accentuated image congruence have varying effects on customers’ attitude depending up on customers’ prior experience. Research limitations/implications – This study emphasized the role of servicescape on self-image congruity formation and customer attitude in a new service context (healthcare), and contribute to the body of existing knowledge on servicescapes and image congruity and further verify the soundness and robustness of the integrative theoretical framework. Practical implications – Favorable servicescape perceptions may encourage customers to form image congruence and attitude. In this respect, managers should make efforts to signal desired servicescape perceptions in order to retain existing customers and attract new ones. Originality/value – This study was the first to apply an integrative perspective of inference theory and image congruity theory to the context of hospital services to understand the relationship between servicescape, image-congruity and customer attitude.
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Zhan, Huibin, Sifeng Liu, and Jielong Yu. "Research on factors influencing consumers’ loyalty towards geographical indication products based on grey incidence analysis." Grey Systems: Theory and Application 7, no. 3 (November 6, 2017): 397–407. http://dx.doi.org/10.1108/gs-10-2016-0037.
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Purpose Loyalty of customers is an essential factor influencing the development of geographical indication products industry. The purpose of this paper is to construct a model to detect factors influencing customers’ loyalty on geographical indication products. With analysing four teas, i.e., Lu’an Gua Pian, Huoshan Huangya, Huangshan tribute chrysanthemum and Yuexi Cuilan, this paper measures the factors strengthening consumers’ loyalty and examines how much impact these factors have. Design/methodology/approach This paper is characterised as an exploratory research using the grey incidence analysis model and data are obtained by questionnaire survey. Findings In general, result of the analysis indicates that customer’s attitude towards its producing areas, perceived quality and cognition of the protection of geographical indications are the important factors that influence their loyalty towards geographical indication products. Detailed rank of their power that goes from highest to lowest is: customer’s attitude towards its producing areas, perceived quality and cognition of the protection of geographical indications. It also shows that the method of grey incidence analysis is adaptable to evaluate factors affecting consumers’ loyalty, which can make the result more persuasive and objective. Originality/value The authors construct a model from three aspects: customer’s attitude towards the producing areas of geographical indication products, the perceived quality and cognition of the protection of geographical indications. On the basis of this model, the authors analyse the factors which influence customer’s loyalty with grey incidence analysis.
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Ibrahim, Mohd Azizi, Wan Nazjmi Mohamed Fisol, and Yusuf Haji-Othman. "Customer Intention on Islamic Home Financing Products: An Application of Theory of Planned Behavior (TPB)." Mediterranean Journal of Social Sciences 8, no. 2 (March 28, 2017): 77–86. http://dx.doi.org/10.5901/mjss.2017.v8n2p77.
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Abstract Islamic home financing products are completely different from conventional home loan. Conventional home loan is based on lending and working on regime of interest which is prohibited by Shari’ah. This research aims to investigate the relationship between attitude, subjective norm, perceived behavioral control, level of knowledge or awareness and religiosity with customer’s intention in choosing Islamic home financing products. In addition, this study also hopes to identify the most influential factors that affect the customer’s intention in choosing Islamic home financing products. A total of 421 sets of questionnaires were returned by respondents among bank customers in Alor Setar, Kedah. The data was analysed using the Statistical Package for the Social Sciences (SPSS software version 18). The results of this study reveals that there is a significant relationship between attitude, subjective norm, perceived behavioral control, level of knowledge or awareness and religiosity with customer’s intention in choosing Islamic home financing products. This research also verifies that religiosity is the most important factor that affects the customer’s intention in choosing Islamic home financing products.
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Kim, Chulmin, Sounghie Kim, Subin Im, and Changhoon Shin. "The effect of attitude and perception on consumer complaint intentions." Journal of Consumer Marketing 20, no. 4 (July 1, 2003): 352–71. http://dx.doi.org/10.1108/07363760310483702.
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The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.
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Nikolajenko-Skarbalė, Jelena, and Rasa Viederytė-Žilienė. "Transformations of customer loyalty attitude in marketing: Key components of modern loyalty." Innovative Marketing 19, no. 4 (November 10, 2023): 105–23. http://dx.doi.org/10.21511/im.19(4).2023.09.
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In the marketing landscape, there has been a noticeable shift from the well-established “customer retention” loyalty programs of the 2010s to the emerging trend of “customer attraction” programs in the 2020s. This study aims to investigate the underlying reasons behind these transformations and identify the key components shaping a contemporary customer’s loyalty towards brands. To accomplish this, an empirical research was undertaken, interviewing 129 representatives of the “EU-Conexus” network, which education and research institutions are located in Lithuania (i.e., Klaipeda University), Spain (i.e., Catholic University of Valencia), Croatia (i.e., University of Zadar), Romania (i.e., Technical University of Civil Engineering), Greece (i.e., Agricultural University of Athens) and France (i.e., La Rochelle Université). The study employed a quantitative methodology, using a standardised online questionnaire contained multiple-choice, single-choice 18 detailed closed questions. The collected research data were subsequently analysed using MS Excel software through the application of descriptive statistics data processing techniques. The findings of this study revealed that regular and annoying promotional material and “intricate” loyalty programs are usually irritating contemporary customers and can be a reason to leave a brand. Consequently, modern brands are encouraged to regularly rethink – re-evaluate and re-design – their loyalty marketing strategies to become relevant to customers’ needs. The study also highlighted the key components significantly influencing the loyalty of respondents: (i) high quality and responsibly priced goods and (or) services, (ii) well-organised customer service, (iii) a “rational” customer loyalty program, and (iv) an adequate number of promotional messages containing relevant content. Acknowledgment The authors are sincerely thankful to the “EU-Conexus” community for their benevolent and active participation in the research implemented in frames of this study.
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Dubey, Babita, and S. K. Srivastava. "Attitude of Bank Customer’s Towards Cashless Transaction." ANVESHAK-International Journal of Management 7, no. 2 (July 1, 2018): 123. http://dx.doi.org/10.15410/aijm/2018/v7i2/121500.
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Majedul Huq, Sheikh. "Customer’s Attitude Towards Mobile Advertising in Bangladesh." International Journal of Business and Economics Research 4, no. 6 (2015): 281. http://dx.doi.org/10.11648/j.ijber.20150406.13.
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Chiou, Jyh-Shen, Szu-Yu Chou, and George Chung-Chi Shen. "Consumer choice of multichannel shopping." Internet Research 27, no. 1 (February 6, 2017): 2–20. http://dx.doi.org/10.1108/intr-08-2013-0173.
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Purpose Consumers display complex shopping behaviors in the multichannel environment, which includes traditional retail stores and the internet. The purpose of this paper is to examine the effects of the customer-sales associate relationship, customers’ receptiveness to online store shopping, and their interaction effects on the customer’s attitude toward multichannel shopping behavior when the firm decides to establish an online store as the online channel. The authors also examine how customers’ multichannel shopping behavior affects their future spending intentions. Design/methodology/approach Survey data were collected by soliciting 231 customers who purchased cosmetics in department stores within the past three months. Subjects were asked to give their overall evaluation of their offline and online shopping experiences in the last three months. Findings Results show that the customer-sales associate relationship significantly reduces customers’ attitude toward searching offline but purchasing online. Receptiveness to online store shopping has significant effects on customers’ attitude toward multichannel shopping behaviors regardless of whether they search or purchase via the online channel. The customer-sales associate relationship also moderates the relationship between customers’ receptiveness to online store shopping and multichannel shopping behaviors. Finally, unlike other types of online and offline multichannel shoppers who display higher future spending intentions when the physical store decides to open an online store, those who prefer physical stores for both information searching and product purchasing display lower spending intentions. Originality/value To the best of the authors’ knowledge, this paper is the first to use customer-sales associate relationships to investigate consumers’ attitude toward multichannel shopping behavior. The findings provide meaningful implications for service providers that use sales associates to increase consumers’ value via face-to-face service, but find it challenging to go online.
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Wibisurya, Ivan. "The Effect of Digital Marketing Implementation through Location Based Advertising on Customer’s Purchase Intention." Binus Business Review 9, no. 2 (July 31, 2018): 153–61. http://dx.doi.org/10.21512/bbr.v9i2.4618.
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There were two objectives of the research, those were to find out the effects of Location Based Advertising (LBA) on customer’s attitude and purchase intention. Furthermore, this research sought the enhancement effect of timing in several features on the customer’s attitude toward LBA and purchase intention. The features used were the content appeal, interactivity, control, attitude toward advertising in general, customization, and intrusiveness. This research was a conclusive study with descriptive design. Data collection was done by offline survey with 160 respondents who had ever received LBA in two different conditions. Meanwhile, data analysis was conducted using Structural Equation Modelling (SEM). The research shows several results. First, content appeal, control, and customization have significant and positive effects on attitude toward LBA. Second, attitude toward LBA has significant and positive effect on customer’s purchase intention. Third, timing enhances the positive effect of customization on attitude toward LBA. Last, timing also enhances the positive effect of attitude toward LBA oncustomer’s purchase intention.
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Zhang, Lei, Sher Akbar, Alin Mihai Tomuș, and Alina Georgiana Solomon. "Antecedents and Consequences of Banking Customers’ Behavior towards Social Media: Evidence from an Emerging Economy." Behavioral Sciences 12, no. 12 (December 17, 2022): 518. http://dx.doi.org/10.3390/bs12120518.
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Due to the aggressive competitive climate in practically every sector, modern firms in the digital age confront a variety of hurdles for survival and growth. Technology, mainly digital technology, has altered global business practices. To stay ahead of their competitors, marketers need to develop new strategies that make use of digital technology. Using more conventional forms of competition will not result in spectacular outcomes. In this respect, the rise of social media is a game-changer in marketing since it provides marketers with a strategic touchpoint to engage customers with a brand. Still, it is also important to note the customer’s attitude towards social media. Previous studies have, for the most part, ignored the connection between programs involving corporate social responsibility (CSR) and positive experiences for customers. As a result, the current study intends to evaluate the relationship between customer-related CSR activities on social media, customer attitude towards social media, and consumer behavioral outcomes, such as purchase intentions (PI) and electronic word of mouth (E-WOM). Information was collected from banking customers in a developing economy and evaluated with Smart PLS 4.0. According to the findings, customer-related corporate social responsibility activities carried out on social media have an effect on attitudes toward social media, customer behavioral outcomes, such as electronic word of mouth (E-WOM), and buying intentions. The findings also show that a consumer’s feelings toward a brand can bridge the gap between customer-related CSR, E-WOM, and purchase intentions. The current study’s outcomes can help policymakers comprehend the value of CSR practices from the standpoint of marketing, which is something that most CSR researchers overlook.
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Putra, Halim Dwi, and Diah Paramita Sari. "PENGARUH FAKTOR PSIKOLOGIS KONSUMEN TERHADAP KEPUTUSAN PEMBELIAN DAN KEPUASAN KONSUMEN (Survei pada Pelanggan Koran Malang Pos di Kecamatan Klojen dan Blimbing Kota Malang)." Inovbiz: Jurnal Inovasi Bisnis 3, no. 2 (December 1, 2015): 69. http://dx.doi.org/10.35314/inovbiz.v3i2.27.
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Abstract: The purposes of this research are to know the effect of motivation towards purchasing decision, to know the effect of customer’s perception towards purchasing decision, to know the effect of customer’s knowledge towards purchasing decision, to know the effect of customer’s belief and attitude towards customer satisfaction, and to know the effect of purchasing decision towards customer satisfaction.This research was a survey research. It was conducted at Klojen and Blimbim Districts Malang. Population of this research was the society of Malang City who subscribes Malang Pos newspaper. The sample was taken by probability sampling; the total number of sample was 100. The results of this research are (1) all the psychological factors of the customer take significant effect on the purchasing decision of Malang Post newspaper, (2) customer satisfaction in reading Malang Post newspaper was influenced by their purchasing decision. In conclusion, customer satisfaction and their purchasing decision were influenced by psychological factors of customer. Keywords: Customer psychological factors, purchasing decision, customer satisfaction
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Nguyen, Dinh Toan, Khanh Van Bach, Khanh Linh Bui, Ngoc Mai Tran, and Hoang Ngan Le. "The Relationship Between Corporate Social Responsibility and Customer Loyalty." International Journal of Customer Relationship Marketing and Management 13, no. 1 (January 1, 2022): 1–16. http://dx.doi.org/10.4018/ijcrmm.304909.
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This study was conducted to investigate the relationship between corporate social responsibility and customers’ loyalty. The study first reviewed previous research and developed hypotheses related to the research survey data sets collected through qualitative research with questionaires answered by 386 consumers of Grab holding inc, Data were collected via internet questionnaires. Structural Equation modeling (SEM) was used to test the study hypotheses. The findings from the study indicated that customer and envirnment oriented CSR had a significant positive effect on behavioral loyalty and attitude loyalty. Employees and community oriented CSR had a significant positive effect behavioral loyalty, while the attitude loyalty had a significant positive effect behavioral loyalty. Based on the study’s empirical analysis, some implications were proposed to help enterprises on how to CSR activities in order for them to enhance their customer’s loyalty.
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Rahman, Muhammad Sabbir, Mahafuz Mannan, and Riasat Amir. "The rise of mobile internet: the adoption process at the bottom of the pyramid." Digital Policy, Regulation and Governance 20, no. 6 (September 10, 2018): 582–99. http://dx.doi.org/10.1108/dprg-05-2018-0024.
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PurposeThe purpose of this study is to provide an insight into the adoption process of mobile internet (M-internet) among bottom-of-the-pyramid (BoP) customers.Design/methodology/approachAn empirical survey was used to test the proposed hypotheses. Data were collected from a total of 387 BoP customers from Bangladesh. PLS-SEM was applied to test the proposed model.FindingsThe findings in this study reveal that BoP customers’ life satisfaction, internet literacy, perceived usefulness and perceived ease of use significantly influence a customer’s intention to use M-internet, while these relationships are partially mediated by the attitude toward M-internet. Furthermore, price perception was found to directly influence intention to use M-internet and to have a positive moderating effect on the relationship between attitude toward M-internet and intention to use M-internet. Also, intention to use M-internet was found to have a significant influence on BoP customer’s M-internet adoption behavior.Practical implicationsThe findings of this study help to understand what drives and impedes the M-Internet adoption behavior of BoP customers in a developing country like Bangladesh.Originality/valueThis is the first study that incorporated BoP customers’ life satisfaction and internet literacy to investigate the BoP customers’ adoption process of M-internet in the context of developing countries. Overall, this study contributes to the limited literature regarding the BoP customers’ M-internet adoption behavior. The results of this study will help the M-internet service providers of Bangladesh and other similar developing countries to understand the BoP customer’s adoption process regarding M-internet to create successful policies and strategies both for the service providers and policymakers.
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Joseph, Mbawuni, and Nimako Gyasi Simon. "Factors Affecting Consumer Attitude towards Financial Adverts in Ghana’s Banking Industry." International Journal of Economics and Finance 10, no. 1 (December 15, 2017): 191. http://dx.doi.org/10.5539/ijef.v10n1p191.
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This paper examines consumer attitude towards financial adverts in an emerging economy context, using Ghana as the research context. Drawing from financial marketing literature, a conceptual framework was developed and tested using data from a sample of 246 customers of financial institutions in Ghana. The data were analysed using partial least squares structural equation modelling (PLS-SEM). The findings indicate that consumer attitude towards financial adverts is influenced by credibility, information, entertainment, irritation and participation in financial adverts. Theoretically, this paper confirms existing research regarding the positive effect of advert content on bank customers’ behaviour towards financial services. It also adds new knowledge to existing literature by focusing on a developing country context and by providing empirical evidence linking bank customers’ participation in financial ads to their attitude. Managerially, this study informs bank managers regarding effective management of financial advert contents in order to influence bank customer’s attitude towards financial adverts.
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Rimadias, Santi, Yunita Werdiningsih, and Ahmad Farhan Baqi. "SOCIAL MEDIA MARKETING ON INSTAGRAM: PERAN BEAUTY INFLUENCER DALAM PEMASARAN SCARLETT WHITENING DI MEDIA SOSIAL INSTAGRAM." Jurnal MEBIS (Manajemen dan Bisnis) 7, no. 1 (July 31, 2022): 88–100. http://dx.doi.org/10.33005/mebis.v7i1.337.
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Instagram sebagai salah satu sosial media memungkinkan merek untuk berkomunikasi lebih baik dan intensif dengan konsumen. Influencer telah menjadi pilihan populer dalam periklanan di media sosial Instagram karena orisinalitas dan daya tarik yang melekat pada dirinya. Penelitian ini bertujuan untuk menguji dan menganalisis peran beauty influencer, yang meliputi celebrity trustworthiness, celebrity expertise, celebrity attractiveness, celebrity similarity, celebrity liking, celebrity familiarity dan celebrity match-up congruence dalam pemasaran Scarlett Whitening di Instagram. Peran Beauty Influencer akan mendorong customer’s attitude toward brand sehingga menciptakan purchase intention Scarlett Whitening di media sosial Instagram. Penelitian ini juga berupaya untuk menguji dan menganalisis pengaruh influencer-followers relationship terhadap purchase intention. Survei ini melibatkan 150 responden pengguna Instagram dengan menggunakan kuesioner penelitian. Pengukuran konstruksi menggunakan skala yang ditetapkan. Hasil penelitian diperoleh dengan menggunakan Partial Least Square (Smart PLS 3.0). Penelitian dilakukan selama periode Februari sampai dengan Juni 2021. Hasil penelitian menunjukkan bahwa celebrity expertise, celebrity attractiveness, celebrity familiarity dan celebrity match-up congruence berpengaruh positif terhadap customer’s attitude toward brand. Sementara itu, celebrity trustworthiness, celebrity liking, celebrity similarity tidak memengaruhi customer’s attitude toward brand. customer’s attitude toward brand berpengaruh positif purchase intention. sedangkan, influencer-followers relationship tidak memengaruhi purchase intention.
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Inegbedion, Henry, Emmanuel Edo Inegbedion, Samuel Jesuorobo Osifo, Sunday C. Eze, Adebanji Ayeni, and Olamide Akintimehin. "Exposure to and usage of e-banking channels." Journal of Science and Technology Policy Management 11, no. 2 (November 21, 2019): 133–48. http://dx.doi.org/10.1108/jstpm-02-2019-0024.
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Purpose Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria. Design/methodology/approach The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels. Findings Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed. Research limitations/implications The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking. Practical implications The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking. Social implications Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery. Originality/value The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.
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Nguyen, Hai Ninh, and Thanh Ha Thi Le. "Empirical Investigation of Omni-channel Customer Behavior: Multiple Mediation Effects of Website and Mobile Interactivity." Asian Journal of Social Sciences and Management Studies 8, no. 3 (September 3, 2021): 69–76. http://dx.doi.org/10.20448/journal.500.2021.83.69.76.
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While existing retail research has focused on retail channels in isolation from a single or multi-channel retailing perspective, there is a need to investigate shopping behavioral intention from an omni-channel and customer-centric retailing perspective. The main of this study is to analyze the customer omni-channel behavior under multiple mediating effects of website and mobile interactivity. Data collected from valid 287 respondents via both online and paper form. Partial least squares structural equation modeling (PLS-SEM) and Smart-PLS software have been used to test proposed hypotheses. The result underlined the significant positive effects of technology literacy, attitude towards website interactivity and attitude towards mobile device interactivity on customer’s behavioral intention. Moreover, website interactivity and augmented reality have highest impact attitude towards website interactivity and attitude towards mobile device interactivity respectively.
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Tiruwa, Anurag, Rajan Yadav, and P. K. Suri. "An exploration of online brand community (OBC) engagement and customer’s intention to purchase." Journal of Indian Business Research 8, no. 4 (November 21, 2016): 295–314. http://dx.doi.org/10.1108/jibr-11-2015-0123.
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Purpose The purpose of this paper is to understand the influence of online brand communities on customers’ attitude, who engage with such communities, and their further influence on purchase intention (PI). Design/methodology/approach A conceptual framework was developed by reviewing literature and then validating it in the context of customers, engaged with Facebook brand pages. The framework empirically examined the influence of perceived usefulness, perceived ease of use, social influence and attachment with brand (AWB) on attitude towards brand and PI; alongside the influence of AWB on PI, from 206 responses gathered from an online survey administered to Facebook users. The framework was validated by using structural equation modelling. Findings The results demonstrate that the proposed framework was found to have a good fit, and seven of eight relationships hypothesized were found to be significant. The study establishes that the online brand communities have an impact on the customers’ attitude, which in turn has an influence on customers’ intention to purchase. Originality/value This study is first of its kind to analyse the engagement on Facebook online brand communities and the influence they have on the customers’ attitude towards a brand which further develops the PI of the customer. The paper suggests and supports the adoption and usage of online brand communities as a part marketing and communication strategy.
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Purnamadita, Dwi Efrarin, and Dian Tauriana. "Customer Intention toward Theme Park: The Mediating Role of Customer Attitude on The Impact of Service Quality and Experiential Marketing." Winners 13, no. 2 (September 28, 2012): 115. http://dx.doi.org/10.21512/tw.v13i2.657.
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Dunia Fantasi (Dufan) located in Taman Impian Jaya Ancol is one leading recreational unit with specific characteristics as a theme park. A research was done towards with service quality and implementation of experiential marketing applied in Dufan using path analysis. Experiential marketing was studied to have a direct effect, positive and significant impact on customer attitude variables. The basic objective of this research is to determine the effect of service quality and implementation of experiential marketing to customer attitude and its impact on customer intention of Dufan. Data collection was conducted through questionnaire given to Dufan visitors. From the results of data analysis we found that service quality has not significantly influenced customer’s attitude. The study revealed that the direct effect between experiential marketing and customer intention is 'strong’. As a subsequent finding, service quality has not given a significant effect on customer intention. However, experiential marketing was found having an indirect influence on customer intention mediated by attitude, in which the results of the study suggested that the indirect effect is 'strong'. Eventually, customer attitude has a direct positive and significant impact on customer intention variables. The direct influence of customer attitude to customer intention in Fantasy World,was 'strong'.
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GUTIERREZ-VELASCO, Juan R., Jose T. MARIN-AGUILAR, Adriana E. RAMOS-AVILA, and Javier E. VEGA-MARTINEZ. "Digital marketing communication strategy as means to enhance digital branding." Espacios 43, no. 08 (August 15, 2022): 15–23. http://dx.doi.org/10.48082/espacios-a22v43n08p02.
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Companies worldwide have faced a quite discouraging reality ever since the SARS-CoV-2 pandemics started. In order for organizations to retrieve what they had accomplished hitherto and to build on their business once again, many of them have implemented digital strategies. This article analyzes the effect the digital marketing strategy on customer’s attitude toward brands providing e-services. 386 validated surveys were obtained analyzed through multiple linear regression. Results indicate that digital marketing has an impact on customer’s attitude toward brands.
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Chun, Se-Hak. "E-Commerce Liability and Security Breaches in Mobile Payment for e-Business Sustainability." Sustainability 11, no. 3 (January 29, 2019): 715. http://dx.doi.org/10.3390/su11030715.
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This study investigates liability issues in electronic transactions when security or privacy breaches occur. As data is transferred using various devices, such as PCs, mobile phones, tablets, sensors, smart meters, and cars, and various architecture, such as the cloud, IoT, as well as in well-defined network structures in electronic commerce, privacy and security breaches happen. These have become a major hindrance to the development and use of commercial activities on the Internet. There have been many security breach cases, such as those of Target Corporation’s security and payment system (2013), eBay’s cyberattack (2014), Uber’s hacking incident (2016), Facebook’s personal data use and privacy breach (2018), and many others. Therefore, when a dispute regarding electronic transactions arises between a customer and a firm, the allocation of liability is very important for the sustainability of e-businesses. Many cases show that firms are held liable for those incidents. However, the liability allocation rule tends to vary slightly from country to country depending on the application areas. EU countries seem to favor customers. In the United States, there are actually no uniform federal laws relating to business cybersecurity. Also, in the case of cryptocurrency, liability tends to lie with customers. Why is the ruling different? In this regard, this paper analyses the legal framework for security and privacy breaches for sustainable e-businesses. In particular, this paper focuses on the optimal liability in terms of enhancing social welfare when considering both sides—the customer and the firm (or service provider). This paper shows that liability can be generally imposed on the firm’s side when the possibility of security or privacy breaches is high, and the customer’s loss is relatively large. However, the liability depends on the customer’s attitude towards risk, customer’s losses, and the efficiency of security investment.
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Simarmata, Barita Martin Parluhutan, Budi Utomo, Elferdy, Fariza Astrini, Ira Chandra Tio, and Prayitno Susanto. "INFLUENCE OF CSR ACTIVITY, SERVICE QUALITY AND BRAND ATTITUDE TO CUSTOMER’S RE-VISIT INTENTION IN HOTEL INDUSTRY." International Journal of Islamic Education, Research and Multiculturalism (IJIERM) 4, no. 1 (October 9, 2022): 73–102. http://dx.doi.org/10.47006/ijierm.v4i1.157.
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Abstract: Hotels are a key component of tourism industry and tourism industry is strongly reliant on them. The tourism industry and the hotel sector are most closely related. Corporate social responsibility is a key strategic resource in the hospitality sector. This study intends to investigate probable causes of guests' favorable opinions of hotel. The suggested approach covers environmental CSR, charitable CSR, physical quality, employee behavior, customer satisfaction, brand attitude, and revisit intention. Using samples of domestic and international hotel guests who visited Bali, Indonesia, the model is put to the test. Testing of the model made in this study resulted in customers satisfaction and revisit intention positively influenced by CSR philanthropy. According to hypothesis testing, Environmental and Philanthropy CSR are more important to hotel guests' satisfaction and revisit intention than service quality and brand attitude. Purpose – CSR is regarded as a valuable resource, especially in the service industry. Only a few research have looked at the combined effects of brand attitude and service quality, in contrast to earlier research that concentrated on CSR activities and service quality. Therefore, the goal of this study is to investigate the possible reasons for hotel customers' positive perceptions of the establishment. Design/methodology/approach –The suggested model considers CSR efforts, service encounters, customer happiness, brand attitude, and intention to return. Samples of Indonesian and foreign hotel clients are used to test the model. In tests of the proposed model, path coefficients from CSR activities (environmental and philanthropic), but not from physical quality, staff behavior, and brand attitude provide meaningful results. Findings – According to hypothesis testing, perceived environmental and philanthropy CSR support are more important to customer satisfaction and intent to return than physical quality, employee behavior, and brand attitude. From these findings, it shows that hotels need to make better CSR strategies, especially in CSR philanthropy. CSR can be a good marketing tool to "attract customers" to the hotel industry. Research limitations/implications – The findings have crucial significance for researchers studying the impact of CSR initiatives on customer behavior to effectively manage customers' pleasant experiences with amenities and workers, as well as hotel brand sentiment. This research also has an impact on the hotel industry in deciding a better CSR strategy considering its positive effect on customer satisfaction and customer revisit intention. Originality/value –CSR is a topic that is frequently brought up by the hospitality sector, particularly hotels. By highlighting the essential elements of hotel patron behavior, current CSR literature supported by this study.
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Maggon, Mohita, and Harish Chaudhry. "Moderating role of gender amongst various constructs of CRM." Journal of Advances in Management Research 16, no. 1 (February 4, 2019): 123–40. http://dx.doi.org/10.1108/jamr-07-2017-0080.
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PurposeThe purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS). The study also attempts to find if moderating role of gender exists among these constructs.Design/methodology/approachA conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of B2C relationships in Indian hotels, this study extracted the dimensions of CRM in hotels and used them in the structural model. The conceptual model is tested using structural equation modeling approach through maximum likelihood estimation technique. A sample of 305 domestic travelers was used to test the hypothesized relationships among the constructs.FindingsThe findings indicate that CS and willingness to engage (CWER) in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude toward the hotel. The results of the study also show that customer willingness to engage in the relationship is dependent on attitude of customer toward firm which is further dependent on knowledge about CRM program. One more notable finding of the study states that gender plays a moderating role between CS and customer willingness to engage in the relationship.Practical implicationsIn addition to contributing toward academic knowledge, the findings of the present study will help the practitioners to better design CRM program and reap its maximum benefits.Originality/valueThe current study has considered new dimensions of CRM like customer’s knowledge of CRM and this is the first study to capture responses of Indian travelers in relation with various constructs. This is the first study to test the moderating effect of gender between various constructs.
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Barita Martin Parluhutan Simarmata, Budi Utomo, Elferdy, Fariza Astrini, Ira Chandra Tio, and Prayitno Susanto. "Influence of CSR Activity, Service Quality and Brand Attitude to Customer’s Re-Visit Intention in Hotel Industry." Jurnal Multidisiplin Madani 3, no. 1 (January 30, 2023): 208–28. http://dx.doi.org/10.55927/mudima.v3i1.2308.
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Hotels are key component of tourism industry and tourism industry is strongly reliant on them. The tourism industry and the hotel sector are most closely related. Corporate social responsibility is a key strategic resource in the hospitality sector. This study intends to investigate probable causes of guests' favorable opinions of hotel.The suggested approach covers environmental CSR, charitable CSR, physical quality, employee behavior, customer satisfaction, brand attitude, and revisit intention. Using samples of domestic and international hotel guests who visited Bali, Indonesia, the model is put to the test. Testing of the model made in this study resulted in customers satisfaction and revisit intention positively influenced by CSR philanthropy. According to hypothesis testing, Environmental and Philanthropy CSR are more important to hotel guests' satisfaction and revisit intention than service quality and brand attitude.CSR is regarded as a valuable resource, especially in the service industry. Only a few research have looked at the combined effects of brand attitude and service quality, in contrast to earlier research that concentrated on CSR activities and service quality. Therefore, the goal of this study is to investigate the possible reasons for hotel customers' positive perceptions of the establishment. The suggested model considers CSR efforts, service encounters, customer happiness, brand attitude, and intention to return. Samples of Indonesian and foreign hotel clients are used to test the model. In tests of the proposed model, path coefficients from CSR activities (environmental and philanthropic), but not from physical quality, staff behavior, and brand attitude provide meaningful results. According to hypothesis testing, perceived environmental and philanthropy CSR support are more important to customer satisfaction and intent to return than physical quality, employee behavior, and brand attitude. From these findings, it shows that hotels need to make better CSR strategies, especially in CSR philanthropy. CSR can be a good marketing tool to "attract customers" to the hotel industry. The findings have crucial significance for researchers studying the impact of CSR initiatives on customer behavior to effectively manage customers' pleasant experiences with amenities and workers, as well as hotel brand sentiment. This research also has an impact on the hotel industry in deciding a better CSR strategy considering its positive effect on customer satisfaction and customer revisit intention. CSR is a topic that is frequently brought up by the hospitality sector, particularly hotels. By highlighting the essential elements of hotel patron behavior, current CSR literature supported by this study
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Slaba, Marie. "Multiple regression model of the consumers’ price sensitivity." Economic Annals-ХХI 183, no. 5-6 (June 4, 2020): 60–65. http://dx.doi.org/10.21003/ea.v183-06.
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All marketing decisions have to take into account the customer’s attitude to the price and consumers’ price sensitivity. Consumers’ price sensitivity depends on various factors: perceived quality and benefits, service quality, and of course, demographic characteristics. The main aim of this paper is to explore the influence of socio-demographic characteristics on the customers’ price sensitivity. Potential influencing factors and sample size were identified based on the literature search. The questionnaires were disseminated on-line in 2019. The majority of respondents were at the age group 25-54 years old (63%) which corresponds to the composition of the Czech population. Most of the respondents live in the family with two children (29%) or only with a partner (28%), 61% of the respondents have a master or bachelor’s degree. The variable Age shows high significance, which means, no surprisingly, that older customers are more price-sensitive than the younger ones. Talking about gender, females are slightly more price-sensitive than males. Then, we can state that the more family members has got the household, the more price-sensitive the customer is. In comparison with other independent variables, Income and Education show a negative correlation with customer price sensitivity, which means that the higher level of Income or Education is, the lower is the customer’s price sensitivity. Based on the multiple regression analysis, the author’s research proves that the most significant impact on the consumers’ price sensitivity have two independent variables - age (positive correlation) and income (negative correlation).
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Prasanth, S., and S. Sudhamathi. "Analysis of Indian Bank Customer’s Attitude towards E-Banking." Shanlax International Journal of Management 8, no. 4 (April 1, 2021): 82–89. http://dx.doi.org/10.34293/management.v8i4.3661.
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The banks acquired the capacity to efficiently cut costs through the introduction of E-banking technologies, to extend its reach to manage its everyday banking needs by way of the use of online banking platforms. This paper analyses Indian bank customer’s attitudes towards e-banking. A big part of why people tend to do banking at home or the ATM is that they feel like they should go at a time that is more convenient for them, rather than coming to the branch. This paper found how the impression of banking facilities that students get is affected by choice of banks they use. The researcher has used a proportionate stratified random sampling method, which is more effective for correctly selecting respondents. The data were obtained 120 individuals applying for a bank loan in India through online banking. In this category of 120, only those who replied arecited by the report. Then the data processing was performed using the Multivariate Analysis Test, the NSQ, and the Kolmogorov-Smirnov analyses. Through this research, it was determined that youth, ethnicity, and income play a major role in online banking.
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Olanrewaju, OWOLABI Adenike, and AGBOOLA Omoniyi Oladipupo. "Insurance Purchase: Price, Product, Promotion and Consumers Attitude Perspectives." Business and Management Horizons 6, no. 1 (April 3, 2018): 44. http://dx.doi.org/10.5296/bmh.v6i1.12944.
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This paper describes the impact of consumer’s attitude on the purchase of insurance product in Nigeria. The attitudes, most often negative, are mirrored through low patronage of insurance services. Data were collected through the use of self-structured closed questionnaire. The research adopted a descriptive survey design. One hundred and fifty (150) questionnaires were administered, however only one hundred and thirty two (132) were properly filled and good enough for data analysis. The Pearson Product Moment Correlation and Regression Analysis were used to test the hypotheses generated for the study at 0.05 alpha levels. The result of the study showed that there is a significant relationship between customer’s attitude and insurance product. Findings also revealed that there is a significant relationship between product awareness and price. Findings from the survey further revealed that promotion of insurance products have significant influence on consumers buying behavior. Insurance companies are advised to guarantee that their services are dependable and reliable, in that the services should not require an excessive amount of bureaucratic procedure of their customers in taking an insurance policy or getting their claim. Other feasible measures to boost patronage of insurance products were recommended for insurance firms and policy-makers.
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Khurshid, Azam, Muhammad Rizwan, and Erum Tasneem. "Factors contributing towards adoption of E-banking in Pakistan." International Journal of Accounting and Financial Reporting 1, no. 1 (November 9, 2014): 437. http://dx.doi.org/10.5296/ijafr.v4i2.6584.
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Purpose:The main purpose of this research is to understand the customer’s E-Banking adoption behavior. To achieve this purpose we are going to investigate the External variables (Perceived Risk, Service Quality, and Perceived Trust), Technology Acceptance Model (perceived usefulness, perceived ease of use) and their effect on attitude towards using and the adoption of E-Banking.Methodology:Questionnaire was used to collect the data from convenience sampling of 150 customers. Regression analysis is use to determine the stability of E-Banking proposed model and hypothesis testing.Results & Findings:The results confirm that Perceived Usefulness, Perceived Ease of Use have positive impact on Attitude towards using. Service Quality has positive impact on Perceived Usefulness, Perceived Ease of Use, and Attitude towards using. Perceived Risk has negative impact on Attitude towards using. Perceived Trust and Attitude towards using have positive impact on E-Banking adoption. The results not supported one hypothesis Perceived Risk (PR) impact on Perceived Usefulness (PU). Results shows that PR has negative impact on PU.
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Rizwan, Muhammad, Ghulam Yaseen, Ashraf Nawaz, and Lal Hussain. "Incorporating Attitude towards Islamic Banking in an integrated Service Quality, Satisfaction, Trust and Loyalty Model." International Journal of Accounting and Financial Reporting 1, no. 1 (November 7, 2014): 456. http://dx.doi.org/10.5296/ijafr.v4i2.6585.
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The Islamic banking is an emerging concept and has gained valuable acceptance not only in the Islamic countries but all over the world and has a visible growth. The purpose to conduct the current study is to empirically check the effect of consumer attitude towards Islamic banking on the customer’s perceived service quality regarding banking services and customer satisfaction with banking services. The proposed research model also investigate the relationships among variables like perceived service quality, customer satisfaction, customer trust and customer loyalty. A survey questionnaire was designed for data collection from the respondents that are the regular users of Islamic banks in Bahawalpur, Pakistan. The method used to collect data was convenience sampling in order to collect data from customers of 4 Islamic banks in Bahawalpur that are Meezan Bank, Bank Islami, Dubai Islamic Bank, and Bank Al-Baraka. Total 200 questionnaires were distributed out of which 163 were collected. Out of 163 collected questionnaires, 157 were in the usable form and used for the final analysis (Regression) using SPSS Ver.20. The results of the study show that attitude towards Islamic banking has a positive impact on the perceived service quality and customer satisfaction regarding the Islamic banking services. Moreover, the results also suggest that perceived service quality also influences customer satisfaction positively, customer satisfaction has positive impact on customer trust and customer loyalty. Furthermore, customer trust also influences customer loyalty positively. The current study enhances the understanding regarding the customer satisfaction, customer trust and customer loyalty and their determinants.
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Dobbelstein, Thomas, and Ole Renzing. "Regional Anchoring as a Selection Criterion for Compulsory Health Insurance." International Journal of Applied Behavioral Economics 1, no. 3 (July 2012): 39–57. http://dx.doi.org/10.4018/ijabe.2012070105.
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If consumers do not have access to all relevant information for the purchase decision process and/or if it is necessary to reduce a massive amount of information, consumers base their often simplified buying decision on key data. The paper shows the cognitive and affective importance of regional anchoring as a key information factor in selecting a form of compulsory health insurance (CHI). The perceived regional anchoring of a CHI has a positive influence on the overall image of a CHI and on resulting customer preferences. These influences are further supported by the customer’s ethnocentricity. However, the customer’s attitude towards a region influences neither the image of a CHI nor the preference for a CHI. To influence the customer’s perceived regional anchoring of a CHI positively, the most effective marketing instruments are seminars/workshops on physical exercise options in the region, advertising with typical regional pictures, and offering a regional expert hotline.
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Poorani, D., and J. Vidhya. "A Study on Customer Perception of Online Marketing in Pondicherry." Shanlax International Journal of Management 7, no. 4 (April 1, 2020): 44–51. http://dx.doi.org/10.34293/management.v7i4.2308.
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The Internet has changed the traditional way of customers shopping and buying goods and services. Selling products and services directly to the consumer through the internet is online retailing. The usage of the internet in Pondicherry is growing high and usage of online purchasing is also high. This study focuses on the factors that online buyers take into consideration while shopping online. This study is to determine whether internet marketing will be beneficial and to examine the parameters for choosing the particular seller for the purchase of any product. Due to online shopping, it identifies the issues faced by the users while marketing through the internet and to analyses the attitude of customer towards internet marketing. This takes a look to know the customer’s interest in online purchasing and to know the opportunities for online shopping. Thisresearch will help in finding the impact of online marketing on customers’ purchasing patterns and how their security and privacy concerns about online marketing influence their online buying behavior.
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Storey, Veda C., and Eun Hee Park. "An Ontology of Emotion Process to Support Sentiment Analysis." Journal of the Association for Information Systems 23, no. 4 (2022): 999–1036. http://dx.doi.org/10.17705/1jais.00749.
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Sentiment analysis is used to mine text data from many sources, including blogs, support forums, and social media, in order to extract customers’ opinions and attitudes. The results can be used to make important assessments about a customer’s attitude toward a company and if and how a company should respond. However, much research on sentiment analysis uses simple classification, where the polarity of a text that is mined is classified as positive, negative, or neutral. This research creates an ontology of emotion process to support sentiment analysis, with an emphasis on obtaining a more fine-grained assessment of sentiment than polarity. The ontology is grounded in a theory of emotion process and consists of concepts that capture the generation of emotion all the way from the occurrence of an event to the resulting behaviors of the person expressing the sentiment. It includes two lexicons: one for affect and one for appraisal. The ontology is applied to posts obtained from customer support forums of large companies to show its applicability in a multilevel evaluation. Doing so provides an example of a complete ontology assessment effort.
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Yodpram, Somcanae, and Nuchjarin Intalar. "Conceptualizing eWOM, Brand Image, and Brand Attitude on Consumer’s Willingness to Pay in the Low-Cost Airline Industry in Thailand." Proceedings 39, no. 1 (July 9, 2020): 27. http://dx.doi.org/10.3390/proceedings2019039027.
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The expansion usage of the Internet, especially social media, has extended customers options for gathering products and services information by including other customers' comments and opinions posted on the Internet. Customers are able to share their experience, perception, and advice by involving in electronic word-of-mouth (eWOM) on their social media and websites that facilitate reviewing of consumer’s experiences, which can be reached by their friends and other potential customers. This study reviews literature related to eWOM, brand attitude, brand image, brand loyalty, and their implication on the willingness to pay premium ticket price in the context of the low-cost airline industry in Thailand. Existing literature presented that eWOM, as well as, brand image have positive influences on customer’s repurchase intention. In addition, brand attitude and brand loyalty also influence customers’ intention to buy for a particular product. This leads to the motivation to formulate a conceptual framework to explore the relationships between the mentioned independent variables on the willingness to pay more on airline ticket price. This conceptual framework also suggests methodology and sample groups for further research investigation.
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Khan, Asif, Albert Jing-Fuh Yang, and Yemning J. Chen. "IMPACT OF BUYING COUNTERFEIT BRANDS ON THE BRAND IMAGE OF ORIGINAL BRANDS." Asia Proceedings of Social Sciences 6, no. 1 (April 22, 2020): 89–94. http://dx.doi.org/10.31580/apss.v6i1.1281.
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PurposeThis research analyzes the existing information gap in the backgrounds/experiences of buying counterfeit fashion brands in emerging countries like Pakistan.Design/methodology/approachThe quantitative research method was used to conduct this research. A self-administered close-ended questionnaire was used as a tool for survey and data collection. The data was collected from customers shopping at Saddar Bazaar Peshawar and Arbab Road Peshawar which are the busiest roads having shops selling both original and counterfeit fashion products.FindingsThe results indicated that counterfeit buying behavior and the image of original brands have a significant relationship. Furthermore, other variables like Customer’s attitude, Social status, and Price have significant inter-relationships with counterfeit buying behavior and original brand image.Practical ImplicationsIt can be proposed that despite the significance of brands on buyer's behavior, there is still an existing gap covering the effect of consumer counterfeit buying behavior on the brand image of the original brand. The finding of this research can also be used as evidence in other emerging economies like Pakistan. This study will also be used by, marketers of branded companies to understand the consumer’s mind, buying behavior and attitude while buying a counterfeit product.Originality/ValueThis research study is innovative in this field and it is directed in investigating how personal and brand-related elements, influence the intention to purchase counterfeits and original brands in the developing market of Pakistan.Keywords: Counterfeit; Quantitative Research Method; Counterfeit Buying Behavior; Customer’s Attitude; Social Status.