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Tombs, Alastair. "The social-servicescape : influence of other customers on customers present /." [St. Lucia, Qld.], 2005. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe18760.pdf.
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Fiorentino, Daniela <1995>. "How do food-bloggers influence customers' food choices?" Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15943.
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Partendo da uno studio del mercato alimentare (attraverso l’analisi del mondo del food, i suoi aspetti sociali e culturali ed i cambiamenti nelle tendenze di consumo), passando attraverso uno studio del mondo virtuale (dall’introduzione di internet fino alla creazione del web 2.0. e la rispettiva introduzione di vari social network), si giunge all’unificazione dei due mondi in quello che viene definito “food blog”. Di conseguenza, dopo un’accurata analisi dello stesso, si ci sposta sul punto focale della tesi: i food-bloggers, individui che si trovano dietro la tastiera dei food blog. Verranno quindi esposti i cambiamenti che tali soggetti hanno avuto nel corso del tempo, le loro attività e gli obbiettivi, il loro sviluppo sui social network e la loro crescente reputazione che li porterà ad essere considerati “food influencer”. Da tale concetto, e dalla loro partnership con imprese di vari settori, uno studio di mercato diffuso sul territorio italiano attraverso un questionario online, porterà alla risposta al quesito “i food-bloggers influenzano le scelte alimentari dei consumatori?”. Inoltre, per completare lo studio, uno dei paragrafi è stato dedicato a “Puokemed”, noto food-blogger campano che ho personalmente intervistato e che, partendo dai blog, è stato in grado di aprire due attività commerciali a Napoli, dimostrando che i food-blogger non sono più un fenomeno emergente, bensì una realtà ormai radicata.
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Baeshen, Yasser Ali Mohammed-Saleh. "Investigating website design factors that influence customers to use third-party websites for booking hotels : the Saudi customers' perspective." Thesis, Brunel University, 2017. http://bura.brunel.ac.uk/handle/2438/15467.
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Customers are influenced in the physical world by their surroundings; important factors such as packaging, human interaction and atmosphere (environment) play important roles in any purchase decision customers make. Today's customers are moving towards faster, and more efficient ways of purchasing products/services. One of the most influential features in online purchase decisions is the Virtual Store Atmosphere (VSA). VSA is a marketing tool that not only influences purchase decisions, but it also measures the level of satisfaction in tourism and other industries. A high level of customer satisfaction increases the chance that they will recommend the product/service to other customers. However, despite different studies concerning information technology development and the impact of Electronic Word of Mouth (eWOM) on online Customer Purchase Decisions (CPD), eWOM has been little explored in the sphere of web design. It is vital that this research gap should be addressed, based on the online customer nature and the number of online bookings made in the tourism sector. Based on the above, this study aims to critically investigate and examine the impact of the online shopping environment on eWOM and customer purchase decisions, with respect to online bookings in the hotel industry, and develops a framework. The study aims to assess whether or not this impact is due to customers' web satisfaction and willingness to book a hotel online. Additionally, it looks at the influence of the online tourism environment on eWOM and Saudi Arabian customers' purchase decisions with respect to trust and the perceived risks in the area of hotel bookings made online. This research mainly adopts a quantitative method to achieve the objectives. Therefore, a conceptual framework has been developed based on existing literature concerning eWOM, web design and the hotel industry. The proposed framework has been validated using a measurement scale from previous validated studies. The research embraced and applied two main theories in the study, which are the Technology Acceptance Model (TAM) and the Stimulus-Organism-Response model (S-O-R). The research used an online survey of 1,002 respondents, which was distributed between two groups (Saudi national undergraduate students and Saudi national academic employees). Interviews, focus groups, and a pilot study were conducted to validate the survey too. Data analysis applied Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modelling (SEM) to validate the relationships between constructs and to test the research hypotheses. The findings from this study show that the majority of the environmental factors selected (web design) affect ES and motivate users to book a hotel online; these are: Perceived Ease of Use, Perceived Usefulness, Website Content, Intrusive Marketing Tools 'Pop-up Ads and Banner Ads', Search Engine and Enjoyability, but not System Quality. In addition, the results suggest that one of the organism factors, i.e. eWOM, does not influence CPD. As a result, this study contributes to the customer behaviour and web design/quality literature within the travel/tourism context in Saudi Arabia. It contributes to the existing knowledge and supports practitioners of third-party hotel websites in shaping their web development priorities and enables them to focus on the most influential and critical factors.
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Meesook, Jeerapa, and Jittavadee Boonkhet. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6248.
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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
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Boonkhet, Jittavadee, and Jeerapa Meesook. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6267.
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Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
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Prithivirat, Arvind, and Dominik Grzechnik. "The Influence of Chocolate and Wafer on customers : An Application of Kansei Engineering." Thesis, Linköpings universitet, Maskinkonstruktion, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72680.
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This project has been assigned for the thesis group by one of the leading Swedishconfectionery company Cloetta AB, and the main goal of this work has been to investigate“What feelings trigger more chocolate in wafer-based chocolates” with chocolate consumers.The Kansei Engineering study was used to achieve this and should deliver useful informationfor the market research and the development department at Cloetta AB.The Kansei Engineering methodology origins in Japan and is about gathering and analyzinginformation from the customer impressions and feelings about a certain product. Gatheredresults considering the physical properties and customer’s impressions are analyzed in relationto each other through various statistical methods.In practice this project has been executed through planning and performing surveys onchocolate consumers and the gathered data has later been analyzed accordingly to the KanseiEngineering Methodology. Statistical methods such as factor analysis using the statisticalsoftware SPSS and regression analysis using QTI through KESo software have been utilizedfor the analysis.In the factor analysis the so-called Kansei-words, which describe impressions of the waferbasedchocolates, were reduced from twenty to five words; preferable, lifestyle, disadvantage,rewarding and quality. These words were connected with the properties given from CloettaAB; number of wafers and amount of chocolate; and used in the final survey. The factoranalysis also included benchmarking of several competing products within wafer-basedchocolates.The final survey resulted in nine varieties of chocolate samples, all with varieties in thenumber of wafers and the amount of chocolate. Input data from this survey was handledwithin KESo software and analyzed with the QTI method.The results were comprehended and interpreted in text format and delivered to Cloetta AB.From the QTI results it may be concluded that feelings which trigger more chocolate amountin wafer-based chocolates are preferable, rewarding and quality.
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Jung, Sang Uk. "Identifying high value customers in a social network: individual characteristics vs. social influence." Diss., University of Iowa, 2012. https://ir.uiowa.edu/etd/3322.
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Firms are interested in identifying customers who generate the highest revenues. Typically, customers are regarded as isolated individuals whose buying behavior depends solely on their own characteristics (e.g., previous purchase behavior, demographics etc.). In a social network setting, however, customer interactions can play an important role in purchase behavior.
This thesis develops a generalizable methodology to identify high-value customers in a network. Previous work on social networks has focused most attention on modeling the interaction between individuals and understanding the positions of individuals in a network (e.g., measuring the influence of an individual based on his/her degree of network centrality). Little is known about how network influence directly translates into the benefits to the firm. In this study, the importance of taking into account both an individual characteristics and network effects when measuring customer value is argued. Drawing upon the spatial statistics literature, a spatial autocorrelation model is constructed that explicitly shows how these effects interact in generating firm revenue.
This model is applied to a unique user-level dataset from a popular online gaming company in Korea. The data contain information about demographics of individual gamer, interaction between gamers, behavior within the game environment, and revenues generated by each individual. First, we propose a static model studying gamers' revenue in one period. We quantify the relative impact of an individual characteristics and network effects on revenue. The proposed static model shows better forecasts of an individual's value within a network for the firm than the benchmark models. The empirical analysis shows that individuals who are most influential in a network sense are not necessarily individuals who have the highest customer value.
Next, we incorporate the spatio-temporal aspects of social influence in a network into the static model. This model is extended to construct the spatial dynamic model to forecast revenue in a social network. Second, we account for the homophily effects by separating the contemporaneous network effects out into the contemporaneous, temporal, and spatio-temporal effects. The proposed spatial dynamic model allows us to quantify an individual value in a network in a long-term perspective. The dynamic model is shown to outperform the static, and the other benchmark models in quantifying an individual value in revenue generation to the firm. Lastly, a dynamic coevolution model to account for homophily is suggested and discussed for future research.
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Hedström, Joakim, David Högqvist, and Christian Piri. "Sensory Marketing - Does music influence customers? : Effects of music on customer behaviour, emotions and perceived atmosphere towards a specific product category." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-44083.
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Title: Sensory Marketing - Does music influence customers? Effects of music on customer behaviour, emotion and perceived atmosphere towards a specific product category Background A new area of research within the field of marketing have grown since the 2010’s. This type of marketing is called Sensory Marketing and it can be used to trigger subconscious emotions within consumers by using the human senses: sight, hearing, smell, feeling and taste. In order to make products more attractive for the customers. Purpose The object of this study is to conduct an experiment where music is added to a specific product category located in specific part of the service environment. The goal of the experiment is to find out if the music changes the customers perceived atmosphere, emotions and actual behaviour when they are being exposed to music near a specific product category. The study aims to increase the understanding of customers emotions, perceived atmosphere, quantity of products bought and how long customers stay in a area of a service environment that is being targeted with music. Method and theory Through reviews of relevant literature within Sensory Marketing twelve hypotheses was created, which either got confirmed or rejected after 4 days of observations and questionnaires done on a sample consisting of 300 customers in a service environment. Results Most of the hypotheses were confirmed and the results shows that there is a significant correlation between music and customers emotions, behaviour and perceived atmosphere of a specific section in a service environment.
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Walters, Mariëtte Louise. "The influence of culture on customers' complaint behaviour pertaining to service failures / by Mariëtte Louise Walters." Thesis, North-West University, 2010. http://hdl.handle.net/10394/4416.
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Organisations are facing increasing pressures in terms of customer service since
customers tend to become more demanding as competition within industries increases.
In order to succeed in this changing marketplace, organisations should focus on forming
and maintaining long-term relationships with their customers. Developing long-term
relationships, in turn, depends on the organisation?s ability to exceed customers?
expectations and to continuously ensure customer satisfaction. Service organisations in
particular find it difficult to provide constant customer satisfaction due to the high level of
human involvement in service delivery, which often leads to inevitable service failures.
Service failures, as a result, cause the disconfirmation of service expectations. This
disconfirmation gives rise to customer dissatisfaction, which is generally considered as
the initiator of customer complaint behaviour.
Culture is regarded as one of the most influential factors affecting customers? behaviour
in response to dissatisfaction with a purchase experience. Customers? culture could
have an impact on the manner in which customers engage in complaint behaviour, and
could also have a bearing on how service failures and organisations? service recovery
efforts are perceived. Organisations functioning in a multicultural country such as South
Africa could therefore benefit from gaining a more profound understanding of cultural
influences on customer behaviour and specifically complaint behaviour.
The primary objective of this study was to determine the influence of culture on
customers? complaint behaviour pertaining to service failures within the context of the
South African banking industry. A structured, interviewer-administered questionnaire
was used to collect data from banking customers residing in Gauteng, who were
sampled by means of a non-probability sampling method. In total, 600 respondents
participated in this study, comprising 150 each from the black, coloured, Indian/Asian
and white cultural groups.
Results from the study indicate that although the majority of respondents have a
propensity to complain, no practically significant differences were found between
respondents from different cultures with regard to their propensity to complain. Results
furthermore showed no differences between the different cultural groups in terms of
their complaint behaviour following a hypothetical service failure. Although it was established that respondents expect the bank to do something about the service failure
? in particular correcting the problem and providing an explanation for the problem ?
respondents? expectations regarding service recovery and perceptions of the bank?s
service recovery efforts were found not to have been influenced by their respective
cultures. The results, in addition, showed that a higher service recovery effort had a
more positive effect on respondents? post-recovery satisfaction, likelihood of maintaining
their relationship with the bank and loyalty, than that of a lower service recovery effort.
It is recommended that banks should not view their customers differently in terms of
their cultural backgrounds, but that they should rather focus continuously on providing
all customers with the same level of quality service, even after a service failure has
occurred. Banks should also encourage all customers to voice complaints directly to
them in order to minimise the harmful effects of negative word-of-mouth and to improve
recoveries from failures. Since respondents in this study indicated that they expect
banks to offer an apology in the case of a service failure, to provide an explanation of
the cause of the problem and to correct the problem, banks should ensure that a high
level of quality interaction takes place between the dissatisfied customer and employees
following a service failure. Such an approach requires banks to ensure that their
employees are motivated and competent to solve customers? problems. It is therefore
also recommended that banks should invest resources in employee selection, training,
development, empowerment, discretionary decision-making power and support in order
to ensure that customer-facing employees are able to provide a satisfactory service
recovery, and are able to efficiently manage the complaint process.
Recommendations for future research include extending this study to other service
settings in order to determine whether there are similarities or differences in the
influence of culture on customers? complaint behaviour pertaining to service failures.
Future research can be conducted in collaboration with a specific bank in order to
discover more specific information with regards to service failures and complaint
situations within the bank, as well as customers? perceptions of the bank?s existing
service recovery systems. Finally, since no differences between cultural groups were
found, this study can be replicated in order to compare South African customers with
those in other countries in order to determine differences in national cultures.Thesis (M.Com (Marketing Management))--North-West University, Potchefstroom Campus, 2011.
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Hveem, Anna, and Josefine Szasz. "Third-party certifications influence on online trust : A quantitative study of the Swedish customers perspective." Thesis, Karlstads universitet, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-70780.
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Threevitaya, Sarinee. "Factors that influence the decisions of customers to dine at selected restaurants in Bangkok, Thailand." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003threevitayas.pdf.
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Kelley, Sharon M. "The Influence of Social Media| Effects of Online User-Generated Reviews on Customers' Perceptions and Business Profitability." Thesis, Capella University, 2019. http://pqdtopen.proquest.com/#viewpdf?dispub=13427927.
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Online customer reviews (OCRs) have become an important part of the customer’s shopping experience. The purpose of this qualitative exploratory single-case study was to investigate and better understand, how customers’ perceptions and experiences shared on OCRs or other social media outlets affected business revenue generation and profitability. The OCR phenomenon was explored from the consumer’s perspective. The healthcare industry, private-practice sector was used as a case subject. However, business operations, not the field of medicine, was the focus of this study. Due to the general business focus of this study, the findings were applicable to other industries or sectors. The specific problem was that little research had been conducted to explore the influence of OCRs on customers’ perceptions and experiences, and the effects of those factors on the ability of small business owners to generate revenue and increase profitability. The theory of planned behavior (TPB) underpinned this study and provided the conceptual framework needed to understand better consumers’ attitudes, perceptions, behavior, and intentions. The research addressed a gap in knowledge and endeavored to provide small business owners with direct insight into the OCR phenomenon. Two research questions guided the study. First, how do OCRs influence consumer perceptions, experiences, and decision-making; and second, how do consumers’ perceptions and experiences influence how small business owners generate revenue and increase profitability. Data collection consisted of 11 in-depth interviews, 11 questionnaire respondents, 150 OCR ratings and comments, documentation, and archival records. An analysis of the data revealed 5 trends consumers considered: experiences, perceptions, relationships, trust factors, and selection determinants . The findings of this study confirmed that OCRs did have either a conscious or subliminal influence on consumers’ perceptions and experiences; thus, affecting how companies increase profitability.
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Zhang, Xiaofang, and Kajin Fares. "Customers’ attitude towards certified food service : The influence of green attributes, green skepticism and the comparison of LOHAS." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-64991.
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Background: Consumers have become more eco-friendly conscious than before, and therefore the demand for organic and environmentally-friendly products has increased during the past decade. Companies are committing to various green practices to improve company's image. Meanwhile, consumers usually have a positive attitude towards the companies who are practicing green concepts into their business operation. Purpose: The purpose of this study is to identify which factors are influential towards customers’ attitude towards the certified food service and the moderating role of green skepticism influences the relationship between green attributes and consumers’ attitude. In this study, it is also considered to research if LOHAS and non-LOHAS consumers’ attitudes towards certified food service differently influence their willingness to dine and willingness to pay the premium. Method: The data was collected with a structured and web-based survey. The valid study sample was 275. In order to answer the research questions and reach research purpose. The research model with 11 hypotheses was tested through hierarchy regression, linear regression, moderation regression and ANOVA analysis. The confirmatory analysis has been applied for testing construct validity. Besides, the descriptive statistics and construct variables correlation were demonstrated. Findings: In total, four hypotheses were rejected, and seven were supported. The result of data from the study showed that consumers’ attitudes towards certified food service were influenced by organic menu attribute, CSR attribute but not manifested on eco-friendly attributes. The study proved the positive relationship between consumers’ attitude and their willingness to dine and willingness to pay premium at certified food service. The study revealed that the LOHAS customer segment differs from the non-LOHAS consumer segment in the following ways: the attitude of LOHAS towards certified food service is more positive than the non-LOHAS and their willingness to dine and willingness to pay the premium is also much greater than the non-LOHAS. Whereas, there existed no significant relationship shifts between customer attitude and the green attributes regarding the certified food service when green skepticism was the moderator. Implications: This paper assists researchers and practitioners by shedding light on the positive relationship between attitude and behavior intentions, the differences between LOHAS and non-LOHAS in regard to their more positive attitude and higher willingness to dine and willingness to pay premium in certified food service setting. Keywords: certified food service, LOHAS, consumers’ attitude, green skepticism, administrative CSR, green practices, organic menu
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Terechshenko, Milan, and Vera Radionova. "Brand Communities. : A quantitative study of brand community influence on prospective and existing members." Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-45215.
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This research was initiated due to the popularity brand community phenomenon is gaining among companies through last several years. Growing number of companies on the market and shortening of the life cycle of products, make companies work hard in order to retain existing customers and gain new ones. Brand communities may provide many benefits to companies such as ability to build customer loyalty, increase of the marketing efficiency and enhancement of a brand. We wish to explore brand communities from two perspectives: inside, factors that may influence brand community members in particular purchase of augmented products and word of mouth communication and outside, the perception of brand communities as a future value by prospective customers.Due to our philosophical considerations and non-geographical nature of brand communities, the research method that we have chosen is quantitative. In order to collect a large amount of primary raw data we have used a survey approach. Therefore the self-administered questionnaire was designed. Two sampling techniques were used in data collection process – convenience and snowball. The survey was distributed via e-mail and Internet. The predetermined respondents were asked to answer questionnaires and distribute them further. During the data collection period 258 respondents were surveyed.The findings of this research suggest that prospective customers, who have a favorite brand, see brand community as a future value, hence may have an incentive to buy products or services of a particular brand. A managerial implication in this case is that brand communities are a good opportunity for a company to build long term relations with existing customers by involving them in brand community activities. Brand community events such as meetings, festivals, and promotional activities also influence an incentive of consumers to buy augmented products or services of a company; hence giving a firm an opportunity to earn additional profits by selling more additional products, paid services or accessories. Word of mouth communication is another valuable asset that companies may use. In our research we have proved that word of mouth inside brand communities may influence its members to buy products or services of another brand under the influence of an opinion leader or the majority. So managers of companies that sell related or supplemented products may jointly organize events, and reach more consumers.
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Zuber, Madeleine, and Josephine Marby. "Codes of Conduct in the Swedish Business Sector : How to Choose the Right Customer." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-243123.
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This study was conducted to examine whether large publicly listed companies in Sweden have any demands regarding their customers’ codes of conduct as well as how business-to- business collaborations are affected by the presence of codes of conduct at the customer in this relationship. The business-to-business relationships were investigated in their three essential relationship-stages (pre-relationship stage, established/mature-relationship stage and ending-relationship stage) that are introduced in previous business-to-business research. Theories about contract theory and external accounting helped illustrate the complications surrounding codes of conduct in regard to customers. It was found that codes of conduct are important for companies’ business to-business relationships. However, the code of conduct is still not included in the contractual agreement with customers in most cases. The study was conducted through a survey and a content analysis in cooperation with KPMG and the Swedish law firm Delphi.
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Al-Azzam, M. K. A. "An integrated model for examining factors that influence customers' adoption of internet banking services provided by commercial banks in Jordan." Thesis, Liverpool John Moores University, 2017. http://researchonline.ljmu.ac.uk/5164/.
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With the Internet revolutionising the banking industry, customers nowadays expect much more from their banks, demanding more convenient, flexible, and easy-to-use financial products and services that could not be easily offered by traditional retail banking. Consequently, several new banking applications have emerged in order to cope with this demand, Internet banking (IB), as an example of these applications, is considered to revolutionise the traditional way of thinking about banking services. Despite the potential benefits offered, Jordanian bank customers are reluctant to adopt IB services. In response to this issue, this study aims to enhance the general understanding concerning the factors that affect customers’ adoption of IB in a developing country of the Middle East, namely Jordan, where the results can be also applied to other developing countries in general. The main objective of this research was to investigate factors influencing the adoption of IB services by Jordanians. Two technology acceptance models, namely the Diffusion of Innovations Theory (DIT) developed by Rogers (1983), and the Technology Acceptance Model (TAM) developed by Davis (1989), were integrated with external variables in order to synthesize a new exploratory model; the synthesized model was then tested empirically for its predictive power. Two data collection phases were utilised: (1) quantitative data was collected in the first phase to test the research model and confirm related hypotheses using a survey questionnaire (463 respondents); and (2) qualitative data was gathered in the second phase via a semi-structured interview exercise (six participants). This phase was incorporated in order to explore bank customers’ perceptions of IB influencing factors identified in the first phase, and to provide further confirmation for the research model and hypotheses. Results showed that eight factors directly determine customer intentions to adopt IB services. Those factors are: perceived usefulness, perceived ease of use, trialability, compatibility, observability-result demonstrability, innovativeness, government support, and information about Internet banking. Accessibility and perceived financial cost were found not to be direct predictors of intention; however, the latter has emerged to affect intention indirectly through perceived ease of use. While results indicated that personal innovativeness was found to be the most influential predictor of intention to use IB, both directly and indirectly through perceived usefulness and perceived ease of use, perceived financial cost was the least influential factor to affect intention since it only exhibited indirect influence through perceived ease of use. Gender, age, education, occupation, and income, all proved to be influential in determining customers’ intentions to use IB services. Moreover, results revealed that users of IB were significantly different from non-users in terms of their attitudes relating to all investigated variables. Overall, the results of the current study showed that the proposed model has a good explanatory power and is therefore robust in predicting customers’ intentions to adopt IB in the Middle East and in other developing countries in general. This research contributes to the identification theory and practice of technology acceptance for Internet banking in five ways. Filling the gap in IB adoption literature in developing countries through examining the factors that might impede or encourage the adoption of these services among customers; developing and validating an integrated technology acceptance with a good explanatory power in predicting and explaining the potential users’ behavioural intentions towards technology adoption in non-Western contexts; developing a valid and reliable instrument to measure individuals’ intentions to use IT innovations; providing valuable insights into how to enhance customers’ acceptance of IB services in a developing country context by indicating the relative importance of the identified influencing factors and providing a set of specific strategies in a form of practical recommendations designed to overcome the low adoption rate of IB in developing countries.
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Constantino, Micaela Andreia Cabral. "How can social media influence customers loyalty." Master's thesis, 2019. http://hdl.handle.net/10071/19512.
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Social media marketing is a growing practice in the marketing scope. The landscape of relationship marketing is changing with new ways of relating and interacting enabled by social media. Understanding these impacts is critical once it may influence customers loyalty. Research about social media impacts on customer/brands relationship is evolving, yet social media activity impacts on loyalty and its antecedents are still unclear. As so, the purpose of this dissertation is to clarify the influence of perceived social media activities on loyalty antecedents and loyalty, for fast fashion brands. Antecedents proved to be relevant to lead to loyalty as satisfaction, trust and commitment. The research purpose was fulfilled through a broad study of previous relevant literature followed by empirical research. Before the last one, from the literature review it was proposed a framework presenting the correlation between variables. To the exception of trust-loyalty relation, all were supported by the empirical findings. These revealed that perceived social media activity has a positive influence on customers loyalty, directly and indirectly. This can impact loyalty indirectly by leading to both satisfaction and commitment. Since perceived social media activity can directly influence loyalty without any mediation, this may be considered as new loyalty antecedent. Marketers should for that understand the nature of social media platforms and the best practices to adopt. Marketers are suggested to use up to date and relevant content to portray a fun social environment. As well, the foster of interaction is advised to nurture satisfaction, trust, commitment and loyalty.Marketing das redes sociais é uma prática crescente no mundo do marketing. O contexto do marketing relacional está a mudar com as novas maneiras de relacionar e interagir possibilitadas pelas redes sociais. Compreender esses impactos é fundamental, pois pode influenciar a lealdade dos clientes. O estudo destes no relacionamento cliente/marca está a evoluir, mas os impactos desta atividade na lealdade dos consumidores e nos seus antecedentes ainda não estão claros. Sendo assim, o objetivo desta dissertação é esclarecer a influência que a perceção destas atividades poderá ter na lealdade dos consumidores de marcas de fast fashion. Esta relação foi estudada em antecedentes anteriormente provados como relevantes para levar à lealdade como satisfação, confiança e comprometimento. O objetivo da pesquisa foi cumprido através de um amplo estudo de literatura relevante, seguido de pesquisas empíricas. À exceção da relação confiança-lealdade, todas foram apoiadas pelos resultados empíricos. Estes revelaram que a perceção que os clientes têm da atividade das marcas nas redes sociais tem uma influência positiva na lealdade dos mesmos, direta e indiretamente. Influencia indiretamente através da satisfação e comprometimento. Os gestores devem entender a natureza das redes sociais e as melhores práticas a serem adotadas. Os profissionais de marketing são sugeridos a usar conteúdo atual e relevante para retratar um ambiente social divertido. Além disso, aconselha-se a fomentação da interação para nutrir satisfação, confiança, comprometimento e lealdade.
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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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Cheng, Yung-Hsin, and 鄭詠馨. "The Influence Factors on Customer Loyalty: A Case Study of CMC Motor Customers." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/90993521768120506470.
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Chen, Chun-Ling, and 陳筑翎. "The Influence of Service Climate on Customers' Loyalty: A Perspective of Customer Relationship Management Behavior." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/12445638943196392077.
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碩士真理大學
管理科學研究所
97
In the viewpoint of customer relationship management (CRM) behaviors, this research discussed the direct influences on customer’s loyalty resulted from financial counselors’ CRM behaviors, and further probed into the topic is service climate will influence that will offered by financial service industry counselors in CRM behaviors. The subjects of this research were financial counselors from 93 financial service industry and 450 their customers in North Taiwan. The research data were collected through pair-wise questionnaire, and the hierarchical linear model was adopted to conduct analysis as well. The results showed, when the financial counselors consciousness to the organization provides more service climate, the financial counselors will unfolds more CRM behaviors. So the service climate is positive effect influence the financial counselors performance CRM behaviors. While the CRM behavior delivered by financial counselors would indirectly influence the customers’ behavior or loyalty. According to such result, the managerial implications and follow-up recommendations were summarized in this research.
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Chen, Li-jung, and 陳麗蓉. "The Influence of Customers’ Perception Value to Brand Equilty." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/16343772124401428395.
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碩士東吳大學
企業管理學系
97
The brand equity is an important part of marketing management, which core is to build the content of brand for customers. During this process, the consumers’ perception value plays an important role, which including functional value, price value, social value and emotional value. The purpose of this paper is discussing the impact of consumer perception to brand equity, analysis the variables of relationship between customer perception and the brand equity,. And will propose eight assumption of research by the model of effected from customer perception and brand equality which related between the brand acknowledge and loyalty.. In view of this, this paper take Taiwan’s cell phone market as the research objects, to study the impact of functional value, price value, social value and emotional value to brand acknowledge and brand loyalty. After data collection, using the questionnaire form and SEM to analysis the 350 sub-effective samples. It’s found that in cell phone market, the functional value, price value, social value and emotional value have a positive effect on brand acknowledge, and they also have a positive effect on brand loyalty. At last, this paper made some suggestions to companies in accordance with the empirical conclusions, which may good to the brand equity business.
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YEH, YING-JU, and 葉穎如. "The Study of Influence Factors on Female Customers Purchasing Cosmetics." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/10479915022468957091.
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碩士育達科技大學
資訊管理所
103
Over time, a variety of products, brands, ingredients or marketing strategies of cosmetics have been created. However, what remains unchanged is women’s pursuit of beauty. In recent years, in spite of overall decline of global economy, the scale of cosmetics market has been continuously expanding. The purpose of this study is to identify the factors affecting women’s purchase of cosmetics. This study used literature review, Delphi technique expert survey and analytic hierarchy process (AHP) to explore the factors affecting women’s purchase of cosmetics and their relative importance. The findings can serve as reference for business to develop product marketing strategies.
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LO, MIN-LUN, and 羅敏倫. "The Influence of Inertia on Repurchase Intention of Hypermarket Customers." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/40005542533166579574.
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碩士中華大學
企業管理學系碩士班
100
This study used the inertia as the core variable, and connected with customer satisfaction, switching barriers, alternative attractiveness to explore the influence on repurchase intention of hypermarket customers, and analyze the moderating effect of inertia. Furthermore, we explored the antecedent variables of inertia. To achieve this research purposes, this study used questionnaire to investigate the consumers of the north area of Taichung. We got 276 valid questionnaires. After collecting data, the regression analysis, structural equation modeling（SEM）were used to analyze. The results showed that the effect of inertia on repurchase intention is most strong. Customer satisfaction and switching barriers are the next. In moderating effect, inertia has moderating effect on the relation between switching barriers and repurchase intention, also between alternative attractiveness and repurchase intention. Furthermore, the frequency and convenience have high influence on inertia. This implies that inertia is the critical role for repurchase intention of hypermarket customers. Therefore, this study suggests that managers should adopt appropriate marketing strategies to raise the frequency and convenience of consumption, and then to increase the inertia and customer repurchase intention of customers.
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Tran, Van-Uyen, and 陳文淵. "The Effects of Salespeople’s Influence Tactics, Customers’ Dependence on Salesperson and Customer-Salesperson Guanxi on Influence Effectiveness: A Case of Vietnamese Financial Company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/x9qc36.
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碩士朝陽科技大學
企業管理系
107
Abstract This study aims to investigate the effects of salesperson’s influence tactics, customer-salesperson guanxi and customer dependence on salesperson (CDS) on the salesperson’s influence effectiveness. Based on the results of the empirical survey in a Vietnamese financial company in Taiwan, which contains 211 pairs of respondents, this study confirms the customer-salesperson guanxi and CDS have a significant impact on the influence effectiveness. Adopting the dyad perspectives, this study avoids the potential bias of a single perspective and provides several theoretical and practical implications. Some limitations and future research directions are also suggested.
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Hwang, Li-Ru, and 黃麗如. "The Study of the Influence of Web Aesthetics on Customers’ PAD." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/446vj7.
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碩士國立東華大學
企業管理學系
100
People pursue higher quality of life by the blooming of people's economic ability. With the prosperity of the Internet, online shopping store have already become indispensable and important tool of purchasing and acquiring product information. This study is based on verifying the antecedents of adoption purchase to online store from the point of view of Web aesthetics. In this study, consumers who have been shopping via the online store are the research objectives. The hypotheses are verified through the structural equation modeling. The findings of this study are outlined as follow: (1) the Web aesthetics have significant and positive effects on consumer’s control; (2) consumers’ behavioral, cognitive, and decisional control have significant and positive effects on energetic arousal, significant and negative effect on tense arousal, respectively; (3) energetic arousal has significant and positive effect on pleasure, tense arousal has significant and negative effect on pleasure; (4) both pleasure and search on other Websites have significant and positive effects on purchase, respectively. Based on the results of this study, through Web aesthetics with effective control and arouse boost consumers’ pleasure which rise up the possibility to purchase. Moreover, customers will search on other Websites for information then lead to the consumer's desire to purchase.
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Fang, Pei Chih, and 方珮芝. "The Influence of Personality on Intertemporal Loyalty of Online Game Customers." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/47120691054452034711.
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碩士長庚大學
企業管理研究所
97
Loyalty is an important issue for managers. Previous studies had found that personality traits (in terms of openness, conscientiousness and extraversion) are associated with skill, flow and loyalty, but it is unclearly known whether these traits will influence skill, flow and loyalty in the future. Therefore, this study try to use longitudinal design to investigate the relationship among personality traits, intertemporal skills, flow, and loyalty. There are 1852 online game customers participating this study in first stage. These customers are invited to participate again after half a year. There are 760 online game customers participate continually in second stage. The sample reserving rate is 41%. But only 345 of that often play the same online game at this time. Hence, the sample size comprised 345 customers. The analytical results indicated that openness and conscientiousness positively influence playing skills in early stage. Skills positively influenced flow, which positively influenced the customer loyalty in first stage. Moreover, skill in first stage positively influenced skill in second stage. Flow in first stage positively influenced flow in second stage. Customer loyalty in first stage positively influenced customer loyalty in second stage. Implication of this study for management and future research were discussed.
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Thuan, Le Anh, and 梨英俊. "Exploring Factors That Influence Customers’ Use of E-Banking in Vietnam." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/39484507610782787698.
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碩士樹德科技大學
資訊管理系碩士班
99
With the development of Internet technology continues, the number of people who use Internet has increased rapidly in the world. E-banking grows faster than other e-commerce sectors and it has emerged as an evolution of application technology on banking industry. The purpose of this study is to investigate the factors that influence Vietnamese consumer individuals’ intention use and reuse e-banking services. Specifically, this study is interested in exploring what are the most success factors between system quality, information quality and service quality in e-banking. The study utilized the elements of Information System (IS) Success Model (DeLone & McLean, 1992, 2003) and Expectancy Disconfirmation Theory (EDT, 1980) as theoretical framework to accomplish this research. Intention to use e-banking service depends on the fact that customer can be satisfy with elements such as system quality, information quality and service quality. We use convenience sampling questionnaire to execute the samples and Regression Analysis apply to confirm the relationships of hypothesis. This study randomly surveyed 270 Vietnamese participants who have experience in consuming cosmetic products in Vietnam market and received a total of 242 valid questionnaires. The research indicated the components (Information quality, System quality and Service quality) may lead to acceptable ability of intention to reuse e-banking services of Vietnamese. In details, the strongest influence on intention of consuming cosmetic is Service Quality. The results of this study are hoped to be the efficient constructive sources for the all Vietnamese banks to understand the critical factors that influence Vietnamese consumer’s e-banking intention and contribute the competitive promotion campaigns in Vietnam.
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Lee, Yi-Hsuan, and 李易軒. "Customers’ Shopping Behaviour on Online Shopping Platform and Its Influence Factors." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/89899424820517128798.
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碩士元智大學
經營管理碩士班(企業管理與服務科學學程)
104
As the usage of internet growing in recent years, customer’s behavior changed. More and more users participate in online shopping, online shopping has become a new business market. Thus, to increase the willingness of usage on online shopping platform become the most important issues for industries. The purpose of this research is to understand consumers’ shopping behaviour on online shopping platform and its influencing factors. The research focused on the customers who ever shopping on online platform as research object and use descriptive statistics, reliability, validity, confirmatory factor analysis and route analysis to do analyses. Verifed the hypothesis of the proposed models and also verified perceived usefulness, trust has positive effect on satisfaction, and satisfaction has positive impact on attitude.
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Reynolds-De, Bruin Leigh. "The influence of internal marketing on internal customers within retail banking." Thesis, 2014. http://hdl.handle.net/10210/11257.
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M.Com. (Marketing Management)Despite the extensive research undertaken in the subject area of services marketing, not much research has been conducted in the internal marketing area, specifically in the South African context. This study attempted to address this subject and focused on seven internal marketing mix elements (internal product, internal price, internal promotion, internal distribution, internal people, internal process and internal physical evidence) and their influence on the satisfaction of graduate development employees within retail banks in South Africa. Further to this, the link between employee satisfaction and affective commitment was explored due to its impact on employee productivity. The growth of the service sector worldwide has led to services being considered as one of the most important sectors in the world. The contribution of the South African service sector to GDP was 68.1% in 2012, where the financial services sector in South Africa has already overtaken the manufacturing sector as the largest contributor to GDP. The financial service sector contributed 22% in 2008. Given the homogeneity within the retail banking industry, there is very little differentiating the banks, and imitation of any innovation is inevitable. For this reason a market-driven strategy that enables retail banks to deliver superior quality is essential as service quality is the only real differentiator and key to building a competitive advantage. Given its employees who create the service experience, the employee as the internal customer becomes the organisation’s most valuable asset. For this reason, retail banks in South Africa have been placing an increased focus on recruiting at the graduate level leading to the establishment of Graduate Development Programmes (GDPs). These banking GDPs are specifically designed to help graduates succeed in complex environments and to build the talent pipeline by providing an in-depth training programme. However one of the biggest challenges faced by banks is the satisfaction and retention of their GDP employees. Banks generally experience high attrition rates amongst this group of employees mainly due to job dissatisfaction which impacts service quality provided to external customers, and which increases the organisation’s costs. An internal marketing programme aimed at employees could enhance employee satisfaction which in turn could enhance employee levels of affective commitment resulting in higher retention rates. Satisfied employees will go the extra mile to serve external customers and in this manner service quality can be improved. In order to investigate the influence of the internal marketing mix on employee satisfaction and test the relationship between employee satisfaction and affective commitment, an empirical investigation was conducted. The primary research objective of the study was to investigate the influence of the internal marketing mix on employee satisfaction from GDP employees’ perspective in order to enhance their satisfaction at retail banks with graduate development programmes in South Africa. In addition to this, the relationship between satisfaction and affective commitment was explored. A census approach was applied to the study using a person administered and an electronic survey method. All retail banks with graduate development programmes were invited to participate in the study of which three agreed to participate. Of the 360 graduates, 64 employees agreed to participate in the study. Regression analysis was used to test the relationships proposed in the study. The internal promotion and internal physical evidence scales were discarded due to poor construct validity, internal distribution emerged as a two-factor solution and was split into collaborative culture and organisational structure, and the internal price element was not regarded as statistically significant. From the study, the internal marketing mix elements that influenced employee satisfaction to come to fore included internal product, collaborative culture, organisational structure, internal people and internal process. The outcome of the regression analysis showed that employee satisfaction is influenced by internal product, collaborative culture, organisational structure, internal people and internal process. In addition to this, it was concluded that employee satisfaction influences affective commitment. Based on these outcomes, recommendations were made to retail banks for the implementation of a formal internal marketing mix through for example the implementation of the internal people element. Retail banks would be able to ensure that supervisors are easily accessible and providing constant ongoing feedback, a benefit which was identified as the most important contributor to GDP job satisfaction.
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LIU, YAN-ZHI, and 劉彥志. "The Influence of Inertia on Repurchase Intention of Online Clothes Customers." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/39843758639546164911.
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碩士中華大學
企業管理學系碩士班
100
The main purposes of this research were to explore the influence of customer satisfaction, inertia, switching costs, and alternative attractiveness on repurchase intentions of online clothes customers, and investigate the moderating effects of inertia. Furthermore, we found the antecedent variables of inertia. To achieve this purposes, the research with online clothes customers as the objects, a total of 259 valid questionnaires. After collecting data, regression analysis was used to investigate the effect of each variable on repurchase intentions, and structural equation modeling was used to investigate the impact of antecedent variables of inertia. And then, the t test and variance analysis was used to explore the differences of different attributes of online clothes customers. The result of this research showed that customer satisfaction, inertia, switching costs, and alternative attractiveness have significant influence on repurchase intentions, and the inertia has no significant moderating effects. In addition, reasonable prices and convenience have significant influence on inertia. Finally, the different attributes of customers are significant differences on the research variables, except repurchase intention.
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CHANG, YU-NI, and 張幼妮. "Research on Lancome Brand Experience Influence on Customers' Willingness of Purchasing." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/wrd53n.
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碩士大葉大學
觀光餐旅碩士在職學位學程
107
In the past few years, the cosmetics industry has been highly competitive, and many products have many poles.For the same and alternative, therefore, the survival of cosmetics companies is nothing more than brand warfare. Brands are important to consumers. When consumers have purchasing needs but do not know how to choose, the brand image and popularity of the brand. Nature will be one of the points that consumers will use to measure. Therefore, this study collected 201 questionnaires from customers who have experienced and purchased Lancome products as proof of verification. The research results show that brand image positively affects experience marketing, and experience marketing has a positive impact on purchase intention, brand image The willingness to purchase also has a positive impact.
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Sun, Chih-Min, and 孫志敏. "The Influence of Power Service Quality on Customer Satisfaction— An Empirical Study of Science Park Customers of Taipower Corporation." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/zgg76y.
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碩士國立中山大學
企業管理學系研究所
95
Service quality plays an important role in business performance, low cost, customer satisfaction, customer royalty and making profit. Now, the free market of Independent Power Project has a significant impact on Taiwan Power Company (TPC), and TPC will have more competitions in the future. In order to retain the current customers, TPC should provide the service quality which meets the need of customer more, and raise the level of customer satisfaction thus. This research studies the correlation between the service quality of electricity industry and customer satisfaction. It is based on PZB model of service quality and customer satisfaction and the objects are the customers of TPC in Science Park. The mains conclusions are shown as the following: 1. For those customers in the Science Park, there is significant difference between the expected service quality and the perceived service quality in electricity industry. 2. There is no significant difference between the expected service quality from Science Park customers and the management perceptions of consumer expectations in electricity industry. 3. There are four dimensions are extracted to evaluate the service quality of electricity industry, including reliability, empathy responsiveness, convenience assurance, and tangibles. To evaluate the customer satisfaction, there are two dimensions extracted, including the staff service and total satisfaction and service value. 4. The convenience assurance and tangibles dimensions in perceived service have positive influence on customer satisfaction. 5. The convenience assurance dimension in expected service have positive influence on customer satisfaction. 6. The convenience assurance and tangibles dimensions in perceived service quality have positive influence on customer satisfaction. 7. This research compares two evaluating models of service quality, including the “SERVQUAL” and “SERVPERF”. In the result of regression analysis, the “SERVPERF” has higher interpretation ability in customer satisfaction (55.3%). 8. These statistic variable of customer population including “Science Park site”, “contract capacity”, “use tally High tech industry SEMIF47 production machine”, “install prevents the voltage to plummet equipment”, and “install Uninterruptible Power Supply”, have significant difference on customer satisfaction.
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ZHANG, JIA-QI, and 張家琦. "The Factors in Influence of Customers' Mobile Payment using NFC-enabled Devices." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/8qdwwc.
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碩士正修科技大學
資訊管理研究所
105
With constant innovation in network technology and mobile communication technology in recent years, the models of customers’ payment have been evolving from cash, credit cards or electronic money to the new trend of mobile phone-based payment. This study is first to summerize some related issues about the NFC technologies and trends of the mobile phone-based payment in Taiwan. Further study on the current development of mobile payment and related services with NFC-enabled devices is then given in depth, and intend to explore the factors that influencing coustomers’ mobile payment with the NFC technologies. To search for the factors in affecting customers using mobile payment with NFC-enabled devices, a research framework is given in this study, which is based on a self-efficacy model, facility of innovative technology integrated with technical innovation theory, and consideration of security risks. We look forward to discussing the relevant factors of influence that consumers choose to use the NFC payment services and attempt to provide better explanations of customers behaviors as well as the use of facilities. This study is conducted with questionnaire survey, and we totally gather 350 copies of valid questionnaires. The survey mainly researches on the variables of awareness level and influencing relationship about mobile commerce from cellular phones, such as self-efficacy, facility, privacy concerns, system innovations, cognitive security, customers’ behaviors, acceptance of innovative technologies, attitude and behavioral intention. Furthermore, descriptive statistics, reliability analysis, variance analysis and assumption validation are conducted on sample data of the surveys. The main empirical results of this study present that perceived usefulness and perceived ease of use are influenced by consumers’ self-efficacy and facility of mobile commerce; consumers’ attitude toward mobile payment is affected by perceived usefulness, system innovaton, cognitive security, innovative technology acceptance and consumption habit; consumers’ perceived usefulness and perceived ease of use both have the positive impact on their behavioral intent of mobile payment through mediating effects of their attitude. The empirical results are also revealed that in terms of perceived usefulness, perceived ease, attitude and continuance usage intention male consumers are significantly more obvious than females. At last, conclusions and recommendations are given based on the results of this study can serve as references for mobile payment industry and further researchers.
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Huang, Sih-Jie, and 黃思潔. "The Influence of Service Innovation to Customers: Take 7-11 for Example." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/57486785892817155022.
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碩士國立高雄第一科技大學
國際管理碩士學位學程
99
In today’s retailing competitive environment, every product is high homogeneity in chain stores. How to distinguish from other stores in order to approach consumers, service innovation gradually becomes the important issue. It’s a new marketing mode that retailers increase customer loyalty through the standardized service process and the unable standardized touching service. By retailers launching through service innovation, therefore, our study aims to understand whether retailers bring the purchasing feel and convenience which are different from the past from the customer view. In the meanwhile, we also want to know whether consumers could conscious of service quality, consumer empowerment, multichannel integration, and SST, which are influenced by consumer involvement and past experiences, to have satisfaction and then create the positive WOM. This study firstly confirms research variables and the framework by literature reviews, and then dispenses 300 paper questionnaires and 310 online questionnaires to collect data. Finally, we use SEM and AMOS to test the hypotheses in this study. Under the framework of service innovation, the results of research are as the followings: 1.Service quality positively influences satisfaction. 2.Customer empowerment positively influences satisfaction. 3.SST positively influences satisfaction. 4.However, multichannel integration can’t positively influence satisfaction. This study finds out that retailers need a large capital and much time to integrate each channel system. Therefore, they can’t immediately increase satisfaction. By the way, once customers are anxious of security and privacy, it’s hard to change customer behaviors. In sum, the results of this study try not only to provide the research of service innovation consulted by the academic community but also to help the business adopt the correct thinking of the service innovation.
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Persad, Kamisha. "An investigation into the factors that influence customers' adoption of e-services." Diss., 2015. http://hdl.handle.net/10500/18506.
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Customer satisfaction is a key concern in any business strategy. It is often assumed that customer satisfaction can be enhanced using e-services. E-service is defined as interactive service received via the Internet (Jiang et al., 2013). E-service has contributed to business-to-consumer (B2C) e-commerce by providing on-demand solutions to customers. The relationship with the customer is enhanced by introducing self-service options, product customisation and variety. However, there may also be negative impacts, such as techno-stress and lack of online customer assistance. The primary aim of this research was to develop a conceptual framework to describe the correlation relationship between the factors that influence customers’ adoption of e-services.
Organisations use the Internet to attract customers, to conduct financial services and obtain information. This research focussed specifically on online shopping. The Grounded Theory research methodology was chosen for its flexibility and iterative comparison of data. A quantitative survey was conducted to determine the relative significance of the factors uncovered by the Grounded Theory methodology and to validate the hypothesis of the conceptual model.
Customer adoption is attained where customer satisfaction is high, where the customer sees value in the service, and where there is customer loyalty or trust. To date, research has focussed primarily on developed countries. Many challenges face South Africa as a Newly Industrialised Country (NIC). The negative factors facing developing countries in terms of e-service adoption include: lack of infrastructure, economic constraints and an emergent socio-political framework. The aim of this research was to build a conceptual model for explaining interrelationships between the identified factors that have an impact on customer e-service adoption. The customer’s perception of technology-driven services affects the organisation’s reputation, which in turn affects profitability. This research will be beneficial to managers in local organisations that thrive on e-services. An understanding of customer preferences will lead to improvement of customer services in South Africa.Information Science
M. Sc. (Information Systems)
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Tseng, Huai Lei, and 曾懷磊. "The Influence of Temperament and Character on Loyalty of Online Game Customers." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/96403565503951439395.
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碩士長庚大學
工商管理學系
98
Online game is the industry with high profitable vision which generates stable revenue by loyal online game customers. However, some online game customers move around different games frequently. The past researches rarely investigate into the customers who would become loyal customers of online games. The personality could be used to predict individual behavior patterns. Besides, temperament and character are the biology-based taxonomy of personality. Therefore, this study investigates into the influence of temperament and character on the loyalty of online game customers and the process of the influence. This study investigates 1204 online game customers with structural equation model. It shows that the persistence and novelty seeking of online game customers encourage their loyalty through skills and flow experience indirectly, and cooperativeness has influence on customer loyalty directly. Furthermore, harm avoidance would reduce customer loyalty through the decrease of challenge indirectly.
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Chen, Chienliang, and 陳建良. "The influence of service quality, brand image, and customers' satisfaction on loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/31218041765458855298.
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碩士中國文化大學
企業實務管理數位學習碩士在職專班
99
Recent research has shown that the cost of attracting new customers is five times higher than maintaining existing customers and so it would be beneficial for an enter-prise to have its own loyal customers. Since customer loyalty can reduce marketing cost, extend market share and increase revenue, it is important to understand how to retain or enhance customer loyalty. This study thus aims to explore (1) how service quality, brand image, and customer satisfaction might affect customer loyalty and (2) how brand image and customer satisfaction might influence service quality and customer loyalty. Using an on-line survey design, the researcher adopted convenience sampling to ask the drivers to fill out the questionnaire about the service quality, brand image, customer satisfaction and customer loyalty of their owned cars. To conduct the survey, a total of 250 questionnaires were delivered, all of which were retrieved. Among them, 12 question-naires were invalid, and 238 questionnaires were valid. So the valid retrieve rate was 95.2%. The results showed that brand image and customer satisfaction were positively correlated with service quality as well as customer loyalty. It is thus suggested that brand image and customer satisfaction, functioning well as intermediary variables, are the key factors that mediate customer satisfaction to affect customer loyalty.
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TAi, An-tei, and 戴安悌. "The influence of the information exchange of customers participation on WOM dissemination." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/53185937851923967237.
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碩士中國文化大學
國際企業管理研究所
98
In the era of thriving service marketing, the word of mouth has become one of the key factors of a consumer’s decision for shopping. However, the conditions, including consumers’ spending power upgrade, competitors’ continuous efforts for creative prod-ucts, and innovated technology, have made consumers turn to more active roles from choosing products to participating in the production process. The purpose of this study is to investigate the consumers’ willingness to spread word of mouth after enter-prises provide products or service that meet both needs through information exchang-ing process involving consumers’ participation. This study is focused on the opinions of the customers on food and beverage by means of structured questionnaires, with a total of 600 distributed questionnaires and 500 valid ones returned. The research results show that the exchanging information of customer participation is positively related to the dissemination of word of mouth. All of the research results support our hypotheses. Theoretical and practical implica-tions are also discussed.
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HSIAO, WEI-JEN, and 蕭惟仁. "The Influence of Helping Behavior on Well-being: Difficult Customers as Moderator." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/00813376285573906162.
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碩士銘傳大學
企業管理學系碩士在職專班
105
The purpose of this paper is to investigate the influence of helping behavior on the practitioners’ well-being when they at work. The moderator of the paper is difficult customers. In this study, 361 valid questionnaires were collected and analyzed by statistical software SPSS. The participant in this survey is the full-time job practitioners in service industry. The results are: (1) The helping behavior of the practitioners in service industry has a significant relationship with their well-being; (2) regardless of the level of difficult customers, it could not significantly interfere the Influence of helping behavior on the practitioners’ well-being. Finally, the results of the study put forward the management implications and recommendations, and then provide follow-up research. As the result of the study, put forward the management implications and recommendations, then provide follow-up research.
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Wang, Tzu-Wei, and 王子薇. "Test of a Mediating Model Linking Influence Tactics and Customers Purchase Intentions." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/y443gu.
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碩士國立臺北科技大學
商業自動化與管理研究所
96
A salesperson’s effectiveness in sales interactions depends to a large extent on making a good impression on the buyer. We proposed that customer in-store positive moods, perceived product quality, and perceived service quality may be mediating variable between displayed positive emotions, recommendation, and ingratiation and customers purchase intentions. Data were collected from 201 customers in Northern Taiwan. Results showed that salesperson’s customer in-store positive moods on customers purchase intentions was indirect through the mediating processes of customer in-store positive moods and perceived service quality, recommendation on customers purchase intentions was indirect through the mediating processes of perceived product quality, and ingratiation on customers purchase intentions was indirect through the mediating processes of customer in-store positive moods and perceived service quality. The study also indicated that perceived product quality and perceived service quality both have positive effect with customer in-store positive moods.
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Wang, Chun-Kai, and 王俊凱. "THE INFLUENCE OF CUSTOMERS'' TECHNOLOGY READINESS INDEX ON EVALUATION OF ONLINE SERVICE QUALITY." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/24046764349048562891.
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碩士國立臺灣大學
資訊管理學研究所
93
Evidence exists that service quality delivery through web sites is an essential strategy to success. To delivery superior service quality, managers of company with web presences must first understand how custumers perceive and evaluate online customer service. This research reviews some studies from service quality field to integrate the six constructs of online service quality. In addition, this research combines the concept of technology readiness index (TRI) to understand the influnce of customers’ TRI on evaluation of online service quality. Two famous Taiwan online store is cooperated in doing a one-month investigation.The research result suggests that security, reliability, ease of use,function of payment, graphic style, recovery are six crucial factors that customers use in evaluating online service quality. In addition, the result also shows that customers’ TRI is positive correlated with customers’ percived online service quality and behavior intention. Through this results, we hope to provide some suggestions the the companies in the field or the ones that want to participate in to upgrade their online servie quality and gain profits. Besides, from the perspecive of management , this research also hopes that the manager of online stroe can understand more about the criterion that customer use to evaluate online service quality and the influence of customer’s TRI to help them make appropriate management strategies.
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Wang, Kuan-jen, and 王冠仁. "Investigating the Influence of Service Quality and Customers Equity on Car Brand Loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/20282297447671345439.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
99
This study aimed to investigate the influence of service quality (interactive service quality, facility service quality, product attribute quality, and satisfaction with solution to problem) on customer equity (value equity, brand equity, and retention equity). Furthermore, to investigate how the customer equity improves brand loyalty (attitudinal loyalty and behavioral loyalty). Where is the customer loyalty come from for car company? This is the main point of this study. In this study, based on past literature and built theoretical framework. Research methods used convenience sampling for questionnaire, object of study is ‘car club members’. The questionnaires were dividing into paper and internet versions, sampling methods for the convenience sampling (convenience sampling). A total of 260 questionnaires were issued, for a total responding of 230, 224 valid questionnaires. The study used SPSS12.0 to conduct the analysis. The analysis methods included descriptive statistics, correlation analysis and multiple regression analysis. The Institute attainable main conclusions are: (1) Interactive service quality, Facility service quality, Product attribute quality, and Satisfaction with solution to problem generally has a positive impact on Customer Equity. (2) Value equity, Brand equity, and Retention equity has absolute positive impact on Brand Loyalty. Automobile companies should look at existing customer loyalty programs, listen to consumer demand, and try to meet consumer demand at any time by providing well services and products to improved customer value and brand loyalty. Findings and recommendations do useful for the industry and academic reference hopefully.
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Chen, Ting-Fang, and 陳婷芳. "The Influence of Landscape Perception and Landscape Preference on Restaurant Customers'' Behavioral Intention." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/56789580584571955783.
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碩士國立臺灣大學
園藝學研究所
99
According to statistical data of Directorate-General of Budget, Accounting and Statistics, people of Taiwan usually were eating-out. They prepared budget of eating-out over one third of annual revenues. Restaurant owners not only focus on food and service quality, but also improved physical environments for attracting more customers. The researcher considered outdoor landscape is important, because outdoor landscape is acceptable before the interior environments by consumers. However, most studies focused on how interior environment affect on restaurant customers’ behavioral intention. Few studies explored the link between external landscape and behavioral intention. Therefore, the main purpose of this research was to explore how outdoor landscape of restaurant influences consumers’ behavioral intention. Structure of restaurant landscape divided into background, middle view, and foreground. Type of background is with relation to restaurant location, and type of middle view and foreground is with relation to design of restaurant garden. The back ground, medium view, and front ground combine with each other to form overall landscape. Although there has been little research conducted on perception and preference of restaurant landscape, several studies has examined natural scenes were highly preferred. It is thus clear the effect of perceived naturalness on preference. In addition, the researcher considered the preference for natural environments, are linked to the given environments’ potential to provide restoration from stress or fatigue. The literature indicated perceived restoration or preference both positively correlated with behavioral intention. Thus, the reaction process of perceived naturalness, perceived restoration, landscape preference, and behavioral intention was deeply examined. The data were collected using self-report questionnaires for evaluation of photomontage simulations of restaurant. The questionnaires include demographic information, perceived naturalness, perceived restoration, landscape preference, and behavioral intention. The survey was conducted in February 2011 at several major stations of the Mass Rapid Transit system in Taipei City, Taiwan. A total of 256 valid questionnaires were completed. The results showed that background of restaurant significantly effects on landscape perception and landscape preference, but middle and foreground don’t. The results also examined behavioral intention is influenced by landscape preference which is affected through perceived naturalness and restoration. In addition, this study even found behavioral intention is directly affected by perceived restoration. The results reveal restorative landscape can reduce impact of restaurant accessing, and attract customers to go restaurant where in remote place, such as mountains, seaside, and forest. For landscape of restaurant, the tree and water is very important attributes to increase level of perceived naturalness. The restaurant customers who experienced restoration and relaxation within natural environment induced preference and willingness to visit or spend time in the store.
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THIEM, CELINE, and 黃思玲. "The Influence of the Website Quality on Customers' Behavior : The Case of France." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/v7z3x4.
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碩士南臺科技大學
商管專業學院
106
Since the development and the spread of the internet, online shopping has gained more popularity among users all around the world which explains the increase number of e-shops and e-services. This fact also leads to the rising competition in online retailing. Therefore, it is crucial for e-retailers to understand e-buyers needs and to check their website quality in order to sustain this environment. The relationship between websites’ quality and online customers’ behavior has already been developed in the past. In addition it has been proved that depending on the country, online buyers’ quality perception as well as their purchase decision can be different. This study attempts to confirm this statement by studying French online consumers behavior and compare it to previous studies on the same topic. A conceptual model aiming to identify the effect of website quality and purchase intention has been developed and applied to the studied case. Websites’ quality dimensions are extracted from Delone and Mclean successful Information System (IS) model and includes system quality, service quality and information quality. A survey has been conducted online and a total of 160 responses have been collected through social media. Statistical methods were used to interpret the data and the conceptual model has been tested on Analysis of Moment Structures software (AMOS). The results obtained for the French population are different from previous case studies which suggests that new models with different quality features should be adapted to the era and population targeted. The research findings show differences between Asian and French population and suggest that satisfaction is not the main factor explaining online consumers’ purchase intention in France. Keyword: E-commerce, France, website quality, system quality, information quality, service quality, consumer behavior, purchase intention, satisfaction.
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XIAO, YU-SHAN, and 蕭于珊. "Influence of Preschool Educator’s Commitment to Customers and Personal Traits on Emotional Labor." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/ydbyyr.
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碩士國立高雄師範大學
人力與知識管理研究所
106
The purpose of this study is to explore the emotional labor of the preschool educator from the viewpoint of commitment to customers and personality trait. The research object was the Kaohsiung private kindergarten preschool educator, the recovery valid questionnaire copies 321. The results of the study are as follows: 1. The affective commitment has positive impact on both surface acting and deep acting. 2. Normative commitment has positive impact on deep acting. 3. Emotional stability has positive impact on both surface acting and deep acting. 4. Agreeableness has positive impact on both surface acting and deep acting. 5. Conscientiousness has positive impact on deep acting. 6. Conscientiousness plays a significant moderator between normative commitment, surface acting and deep acting. 7. Agreeableness plays a significant moderator between normative commitment and deep acting. 8. Agreeableness plays a significant moderator between continuance commitment and surface acting. At the end, we make a discussion according to the study result and the management implication, and provide suggestions to the future research.
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Si-PingLin and 林思萍. "The Influence of Parcel Package Design on Customer Satisfaction and Repurchase Intention in E-commerce: A Study of Mainland Chinese Customers." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/cca8vw.
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碩士國立成功大學
創意產業設計研究所
104
In the global information technology environment, the e-commerce is continuing to grow and improve. E-commerce has become an important driving force for economic development in China. Many small and medium enterprises seek business opportunities by utilizing e-commerce to win the market. As a result, the numbers of e-commerce are growing every year. As many of businesses mostly use advertising media to boost sales, a product itself must have its own way to attract its target market and increase customers’ attention. Here, the package is an important attribute in e-commerce business. It is not only a part of logistics need but also a marketing tool to enhance brand image. The customers’ experience in purchasing product from e-commerce is initially started from the moment when they receive the package. However, most of e-commerce firms have less intention towards the parcel packaging design. This study focuses on the influence of parcel package design to customers’ satisfaction that may lead to customers’ repurchase intention. The sampling of this study will be concentrated on China mainland population. Survey questionnaires were distributed to China mainland population by using Sojump platform and other social media platform. The important findings of this research are the important attributes in parcel packaging design that influence customers’ satisfaction and repurchase intention, and also the evidence of design influence towards customers’ satisfaction and repurchase intention. Lastly, the relationship between customer satisfaction on parcel package design and repurchase intention is also provided. The research finds that four attributes (visual identity, product-related information, value-added service and security) have significant impact on customer satisfaction. The researcher also found that there is a positive relationship between customer satisfaction and repurchase intention. The research collected 210 questionnaires of each category of product. A total of 615 online questionnaires were successfully collected. The findings also represented three different products, which means that all attributes have significant impact on customer satisfaction regardless of product type. The researches conducted interview to gain insight why each attributes is important in each product type. Based on this finding, researcher conducted extension study to understand the important each attributes of parcel package design in each type of product categories.
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Lin, Chih-Feng, and 林志峰. "The Influence of Organizational Citizen Behavior, Sales Orientation, and Customers Orientation on Customer Satisfaction - A Case Study of IC design Industry." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/cuqjuf.
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碩士國立交通大學
管理學院管理科學學程
105
The purpose of this exploratory study is to explore the growth dynamics and competitiveness of IC design industry in Taiwan. In the face of global competition, the industry characteristics of short product cycle and Time to Market, in addition to the core technology and cost price advantage of IC, for Sales and customer support team, it become the focus of this study how to improve Customer Satisfaction and build up the connection with customers so that customers continue to use the next generation of IC and reduce design In's cycle time. Therefore, this study through the questionnaire, analyze the changes in the indicators, view the changes in customer satisfaction to explore the effectiveness of competition in the company. In this study, a total of 198 valid questionnaires were collected and analyzed by software SPSS. The results showed that: In the IC design industry, Customer Orientation and Organizational Citizenship Behavior have a significant impact on Customer Satisfaction, and Sales Orientation has no significant impact on Customer Satisfaction. It can help to improve Customer Satisfaction throung strengthening Organizations Citizen Behavior and Customer Orientation. Beside the core technology and price, it is another key factor to strengthen the product competitiveness in the IC industry.
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Jhnag, Ting-Jia, and 張庭嘉. "The Influence of Advertising Formats and Promotions on Customers'' Responses on Facebook." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/77527162141290611514.
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碩士國立中興大學
科技管理研究所
105
Nowadays, more and more people use social media. The large population of social media attracted a lot of advertisers to invest this new advertising platform. This tendency made online advertising more diverse. This study wanted to understand the influence of advertising on social media. Because there was less researches to explore this topic. This research used advertising formats (Photo/Carousel/Video), promotions (Premiums/Price-offs) and product categories (Search product/Experience product) to examine the influence of advertising on the social media. This study examined the attitude toward the advertising, purchase intention and advertising recall to understand the effectiveness of advertising formats, promotions and product categories on social media. The results showed the advertising formats “photo” and “carousel” had better effectiveness than “video” on attitude toward advertising. Besides, search product (sports wristband) had better effect than experience product (facial cleanser) to result in different level of attitude toward advertising. Attitude toward advertising had main effect on purchase intention. For advertising recall, “video” would create better advertising recall than “photo” and the promotions price offs would cause better advertising recall then premiums.
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Chin, Tseng Yung, and 曾雍欽. "The Influence of Brand Alliance in Internet on Customers'' Purchase Intentions and Brand Equity." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/73628837718627418607.
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碩士實踐大學
企業管理研究所
91
As the age of digital coming, traditional marketing strategy and transaction model can fit the fast moving environment for many companies. Hence, how can we combine marketing strategy and information technology to create Internet marketing strategy real time interaction and quick response with customer, to promote customers’ purchase intentions for this is most important issue for modern company. The purpose of this study is to include the differences shaped by the product attributes. The 2*2*2*2 laboratory experiments are employed to collect primary data to validate the proposed conceptual framework. The results indicate: (1) the type of brands alliance websites won’t affect consumers’ attitude toward the brand alliance. (2) Consumers’ purchase intentions and brand equity will be positively influenced which is consumers’ attitude toward brand alliance. (3) Taking product category as a moderator, the consumers’ attitude toward brand alliance could be positively influenced by two factors which are the type of brands alliance websites and the degree of brand fit; the increasing consumers’ purchase intentions and brand equity toward experience goods will be greater than search goods. (4) Taking brand awareness as a moderator, only when product is high brand awareness, the consumers’ attitude toward brand alliance could be positively influenced by two factors which are the type of brands alliance websites and the degree of brand fit; the increasing consumers’ purchase intentions and brand equity toward high brand awareness will be greater than low brand awareness.
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Jhang, Ya-Fen, and 張雅芬. "Motel’s the Influence of Service Satisfaction upon the Customers’ Loyalty – Two- Factor Theory Perspective." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/wd469w.
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碩士國立體育大學
休閒產業經營學系
103
Motels intense competition, the gap between the quality of service provided in this study by classification motel with customer expectations of service quality between categorized the most effective improvements in line with the focus and improve customer satisfaction. This study intends to apply Herzberg Two Factor Theory for basic research framework, this study two factor theory (two-factor theory) to Herzberg (1968) proposed as a theoretical basis for the loyal customer satisfaction, and to investigate the motel hygiene factors and satisfiers why each expected to assist the motel industry View service satisfiers for the behavior of customer loyalty, can be based on different values to improve the properties. Application Parasuraman Zeithamal and Berry (1988) based on the SERVQUAL scale and with reference to the relevant research, purposive sampling method, the study is "within six months has been to three-star motel in Taiwan belongs more than two times the consumer". The results showed that a total of 44 factors motel services, hygiene factors are a total of 36 categories, the most in the "motel rooms clean"; Followed by "motel perfect for customer privacy and security measures". Study also shows motel properties consumers demanding privacy, do not like to be disturbed and proactive care concern. Satisfiers is totaling eight factors, most of space equipment dimensions, such as "motel-room massage massage chair provides pure". Followed by "motel room provides fun equipment (such as taste chairs)", "motel room for special equipment such as a private pool room". It is worth noting that if consumers are spending went for this service attribute, the service rendered attribute cognitive expectations become satisfied with hygiene factors will affect consumers. Today motel consumer motivation is no longer simply to rest or stay, providing the industry from which the degree that each property needs of different consumer characteristics, according to market positioning motel, do business strategy.