Academic literature on the topic 'Internet marketing Customer services Australia'
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Journal articles on the topic "Internet marketing Customer services Australia"
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Gharib, Padid Akbarzadeh. "The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia." Journal of Electronic Commerce in Organizations 14, no. 3 (July 2016): 57–79. http://dx.doi.org/10.4018/jeco.2016070104.
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Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.
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Tucker, Mark, and Christine Jubb. "Bank and product selection – an Australian student perspective." International Journal of Bank Marketing 36, no. 1 (February 5, 2018): 126–46. http://dx.doi.org/10.1108/ijbm-10-2016-0151.
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Purpose The purpose of this paper is to investigate and comment on the factors used by Australian students to select their bank and the products and services they utilise, based on responses to an online questionnaire. Design/methodology/approach A mixed-methods approach, incorporating both qualitative and quantitative methods, was used to investigate this research issue. Convenience sampling resulted in 276 completed online responses. Mean ranking and factor analysis methods were employed to identify the key factors used in selecting a bank and frequency analysis used to examine the products and services utilised by students. Findings The key factors used by students to select a bank in Australia were bank competence, recommendations and outside influences, bank costs, returns and services, and finally location. The main bank products and services used by students were automated teller machines (ATMs), savings accounts, internet and telephone banking, and debit cards. Research limitations/implications The use of an online survey which limits the pool of respondents to internet users and, the sample size limits generalisability of the findings. Practical implications Banks can better target and understand the key determinants used by students in selecting a bank and the products and services this group values. This will allow Australian banks to develop programs to better attract and retain student customers. Originality/value Provides insight to and understanding of the determinants used by students to select their bank and the products and services they utilise. Furthermore, this study fills a gap in the literature by focusing on the banking behaviour of Australian students, an important segment of bank customers previously under-researched.
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Agung Priambodo, Ervin. "Kepemimpinan Transformasional Yang Melayani Masyarakat Dalam Bingkai Kebhinekaan." Jurnal Wahana Bina Pemerintahan 4, no. 2 (December 30, 2017): 107–26. http://dx.doi.org/10.55745/jwbp.v4i2.78.
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Diversity is a gift from the almighty power of the Indonesian people that cannot be denied anymore, which is a form of national strength and noble values possessed by the Indonesian people. Diversity is a spirit in providing good services for all Indonesian citizens who do not look at ethnic origin, skin color, groups and groups. Transformational leadership is a leadership style used by a leader if he wants a group to widen its boundaries and have performance beyond the status quo or achieve a whole new set of organizational goals. Transformational leadership is the answer in providing excellent service quality for all people in the scope of government. The leadership of transformation that provides quality of service within the frame of diversity will satisfy the community so that it will usher in the corridor of the Unitary Republic of Indonesia. DAFTAR PUSTAKA Buku-Buku Brundet, Mark, Neil Burton, Robert Smith, Leadership in Education, London : Sage Publish, 2003. Cassidy, Carlene M, Robert Kreitner, Principles of Management 12th, USA :SouthWestern Cengage Learning, 2011. Daft, Richard L, The Leadership Experience 6th, USA : Cengage Learning, 2015. Gibson, Organizations, New York : McGraw-Hill Companies, Inc, 2006. Hamengku Bowono X, Sultan, Merajut Kembali Ke indonesiaan Kita, Jakarta :Gramedia Pustaka Utama, 2008. Hill, Arthur V, Field Service Management, America : RICHARD D. IRWIN, INC,1992. Hughes, Bass, Leadership Enchanging The Lessons of Experience 8th, New York :McGraw Hill, 2015. Jason A. Colquit, Jeffery A. Lepine and Michael J. Wesson, Organizational Behavior: Improving Perfor mance and Commitment in the Workplace, Bston: McGraw-Hill, 2011. Kaelan, Pendidikan Pancasila, Yogyakarta :Paradigma, 2004. Kasmir, Customers Services Excellent, Jakarta :Raja Grafindo, 2017. Majid, Suharto Abdul, Customer Dalam Bisnis Jasa Transportasi, RAJA WALI PERS:PT. Raja Grafindo, 2012. Malau, Harman, Manajemen Pemasaran, Bandung : Alfabeta, 2017. Nelson, Debra L., James Campbell Quick, Organizational Behavior: Foundation, Realities and Chalenge,Canada:Thomson, 2006. Palmer, Andrian, Principles Of Services Marketing, Singapore : McGraw-Hill, 2001. Rangkuti, Freddy, Customer Service Satisfaction & Call Center, Jakarta :PT. Gramedia Pustaka Utama, 2014. Customer Care Excellence, Jakarta :Gramedia Pustaka Utama, 2016. Robert, Lussier N, Achua, Management Fundamentals, Concept, Aplications, Skill Development, Australia: South Western, 2010. Scermerhorn, John R. Jr, Daniel G. Bachrach, Introduction to Management 13th, Singapore : Wiley, 2015. Wibowo, Manajemen Kinerja, Jakarta : PT. Raja Grafindo Persada, 2014. Yukl, Gary A, Leadership in Organizations 8t, New England : Pearson, 2013. Jurnal Gao-Liang Wang, Yu-Je Lee, Song-Fen Cheng, The Impact of Organizational Climate, Service Quality and customer Satisfaction on Organizational Performance: a Case of International Tourist Hotel Industry in Taipei City,International Journal of Business and Management Invention., Volume 5 Issue 6 ||June. 2016 ||., h. 58 Roland K. Yeo, Servicing service quality in higher education: quest for excellence, VOL. 16 NO. 3 2008, Q Emerald Group Publishing Limited, ISSN 1074-8121, h. 100. Internet http://www.astalog.com/974/asal-mula-terbentuknya-bhineka-tunggal-ika.htm http://www.beraunews.com/serba-serbi/3052-melayani-masyarakat-mulailah-dari-yang-sederhana https://damainegerikutercinta.wordpress.com/2012/05/14/kita-butuh-pemimpin-yang-amanah-dan-menjaga-kebhinekaan-5/ https://dkn.go.id/ruang-opini/9/jumlah-pulau-di-indonesia.htm. http://jateng.tribunnews.com/2016/09/01/data-terkini-jumlah-penduduk-indonesia-2579-juta-yang-wajib-ktp-1825-juta. https://www.bps.go.id/KegiatanLain/view/id/127).
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O'Brien, Ingrid M., Wade Jarvis, and Geoffrey N. Soutar. "Integrating social issues and customer engagement to drive loyalty in a service organisation." Journal of Services Marketing 29, no. 6/7 (September 14, 2015): 547–59. http://dx.doi.org/10.1108/jsm-02-2015-0085.
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Purpose – The paper aims to measure and identify customer preference for social issues and understand the importance of customer engagement when service organisations implement corporate social responsibility (CSR) programmes. Design/methodology/approach – Developing a relevancy/scope typology framework, this paper then examines the relationships between social issues preference, engagement and loyalty. The models were estimated to assess the role engagement played in the relationship between CSR issue preference and loyalty. The sample was obtained from customers who used a large national Australian Internet service provider. Findings – Local and global CSR issues relevant to the organisation were most preferred, while engagement had the strongest, positive effect on loyalty and was a full mediator of the relationship between CSR issue preference and loyalty. Practical implications – Service organisations should direct their CSR efforts towards addressing social issues that are relevant to their business, and obtaining customer engagement is imperative if they wish to improve loyalty. Social implications – Providing greater clarity on how organisations can improve loyalty from CSR programmes will increase the likelihood of organisations investing their resources towards addressing social issues. Originality/value – Few empirical studies have identified which social issues are the most preferred by customers. The development of a social issue typology and the testing of the relationships between social issue preference, engagement and loyalty provides empirical evidence of how a CSR strategy can improve loyalty.
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Chitra, S., and E. Shobana. "A Study on Customer Satisfaction on Online Marketing in India." International Research Journal of Management, IT & Social Sciences 4, no. 1 (January 25, 2017): 93. http://dx.doi.org/10.21744/irjmis.v4i1.373.
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Marketing of products or services over the internet. Online Marketing is the marketing of products or services over the internet & it ties together creative and technical aspects of the internet, including design, development, advertising and sale. Online marketing is used by companies selling goods and services directly to consumers as well as those who operate on a business to business. Online marketing, it refers to the techniques which is available to a business market, promote and advertise their products, services or brand to the World Wide Web.
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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (June 30, 2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.
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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitable. This study was focusing towards the ―New Innovation of Airtel and its success in the Market‖. The researcher would like to conclude the study by re-emphasizing for the proper service to the customer after the sales is been made, and even the cost of the internet is also not reasonable.
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Poorani, D., and J. Vidhya. "A Study on Customer Perception of Online Marketing in Pondicherry." Shanlax International Journal of Management 7, no. 4 (April 1, 2020): 44–51. http://dx.doi.org/10.34293/management.v7i4.2308.
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The Internet has changed the traditional way of customers shopping and buying goods and services. Selling products and services directly to the consumer through the internet is online retailing. The usage of the internet in Pondicherry is growing high and usage of online purchasing is also high. This study focuses on the factors that online buyers take into consideration while shopping online. This study is to determine whether internet marketing will be beneficial and to examine the parameters for choosing the particular seller for the purchase of any product. Due to online shopping, it identifies the issues faced by the users while marketing through the internet and to analyses the attitude of customer towards internet marketing. This takes a look to know the customer’s interest in online purchasing and to know the opportunities for online shopping. Thisresearch will help in finding the impact of online marketing on customers’ purchasing patterns and how their security and privacy concerns about online marketing influence their online buying behavior.
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Ronny, Mochamad Nurhadi, and Aniek Maschudah Ilfitriah. "The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia." Jurnal Organisasi dan Manajemen 16, no. 1 (June 28, 2020): 36–47. http://dx.doi.org/10.33830/jom.v16i1.821.2020.
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The study aims to understand factors that contribute to satisfaction in using internet banking services. The research in banking marketing used mix method both qualitative and quantitative. Data were collected from 120 respondents who used internet banking banks in Indonesia by filling out questionnaires. Focus group discussion was carried out to deep the factors that contribute to customer satisfaction. The results showed that convenience and reliability are factors that can reduce customer dissatisfaction and inconvenience quickly and precisely. Reliability factor occupies the main position as the cause of customer dissatisfaction in using internet banking (52.08%) while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments influenced the choice of internet banking services priority expected by the customer
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Ni, Wenbin, and Hongyi Sun. "The trustworthiness of internet-based quality signals: an interactivity perspective." Journal of Services Marketing 32, no. 2 (April 9, 2018): 195–210. http://dx.doi.org/10.1108/jsm-07-2015-0235.
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Purpose This study aims to examine the trustworthiness of internet-based quality signals (specifically webpages and before-sale services) from the perspective of interactivity by evaluating the associations between on-line signals of product quality and the off-line perceived quality of actual products. Design/methodology/approach Empirical data are collected from 261 Chinese female university students. Partial least squares structural equation modelling is used to test the conceptual model. Findings Both webpages and before-sale services are positively associated with off-line perceived quality, but only the quality of before-sale service has a direct association with customer satisfaction. Webpages and before-sale services are both trustworthy signals for indicating the quality of physical products; however, these signals provide different levels of trustworthiness. Research limitations/implications The interactivity perspective supplements information-economics theory in examining the trustworthiness of internet-based signals. A signal is a trustworthy indicator only if customers perceive a close relationship between the quality of the signal and the actual product quality. Practical implications On-line sellers should improve the reciprocity and controllability of communications from a buyer’s perspective and should pay more attention to the strategic role of on-line communication for improving customer service. Originality/value Researchers have evaluated the trustworthiness of on-line quality signals from an information-economics perspective. This study extends these previous studies by addressing the perspective of interactivity. Two types of product-quality signals, including webpages and before-sale services, are assessed in terms of their trustworthiness by examining how these signals relate to off-line perceived quality and customer satisfaction.
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Tanduklangi, Amri, and Hayat Yusuf. "The Role of Customer Motivation in Mediating Customer Communication and Customer Decision to Use Kartu As of Telkomsel Broadband Services in Kendari of Indonesia." Mediterranean Journal of Social Sciences 8, no. 2 (March 28, 2017): 87–96. http://dx.doi.org/10.5901/mjss.2017.v8n2p87.
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Abstract With a growing increase of mobile phone and Internet users through cellular phones, competition among provider companies of mobile broadband services is becoming very tight to win competition among the competitors. This article aims at analyzing the role of customer motivation in mediating the effect of marketing communication on customer decision in using Kartu As of Telkomsel broadband services in Kendari city of Indonesia. The variables used in this study are marketing communication as an independent variable, customer motivation as an intervening variable and customer decision as dependent variable. The data were collected from 100 respondents of Telkomsel mobile broadband customer using Kartu As. Descriptive statistics and structural equation modeling (SEM) analytical tools were used to analyze the items representing each variable. This empirical study shows marketing communication affects customer motivation which in turn it affects customer decision to purchase Kartu As of Telkomsel Services. The results indicated that customer motivation plays an important role in mediating influence of marketing communication on purchase decision in buying prepaid services of Kartu As.
Dissertations / Theses on the topic "Internet marketing Customer services Australia"
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Parker, Lukas Jay, and lukasparker@gmail com. "Trust and the Australian retail banking industry : the impact of deinstitutionalisation of Australian retail banking services on consumer trust." Swinburne University of Technology, 2005. http://adt.lib.swin.edu.au./public/adt-VSWT20051117.105403.
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Consumer trust research has principally developed from established psychological-based research. This conception of consumer trust largely draws from research pertaining to interpersonal trust. This study combined existing
theories from both sociological and psychological research in developing a consumer trust model specifically for banks.
Partly because of their historical position in society and also because of their
government-protected position, banks, bank branches and bank managers have traditionally held a respected, and trusted position in Australian communities. Because of this reputation and position in communities, banks were seen to display institutional attributes. These attributes were defined in this study as local community focus, local availability and visibility, relationship power symmetry and social obligation fulfilment.
This study explored the notion of institution-based trust in an Australian retail banking context. Institution-based trust was a measure of the levels of consumer trust in various defined institutional attributes. It was contended that through the diminishment and divestment of its institutional attributes banks were impairing their institutional cachet. The process was termed 'deinstitutionalisation' and was postulated to have a negative impact on consumer trust.
The hypothetico-deductive methodological framework was employed throughout the study, with a mail-based consumer survey used as the main means of primary data collection. 468 useable questionnaires from adult bank customers were yielded and the data analysed. These data were analysed and used to test twenty-three
research hypotheses of which nineteen were supported.
From the results, it was concluded that perceived local community focus, perceived social obligation fulfilment and perceived relationship power symmetry were antecedents to consumer trust in banks. Also, reasonable availability of conventional bank branch services was found to be an important component of perceived community focus of their banks, thus having an indirect relationship to
institution-based consumer trust in banks. Community Banks were found to be exhibiting and promoting many of these institutional attributes.
Consumers were found to be less likely to need bank branches for transactional or functional purposes, but branches were seen to be symbolically important. Also, consumers were found to be more likely to identify with intangible elements of their bank, principally bank brand, than with tangible attributes such as the bank branch. Importantly, consumers were found to be trusting of their banks, however
they were more likely to believe that banks were less trustworthy now than they were in the past.
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Brown, Robert Maxwell. "Drivers of student satisfaction and student loyalty in an Australian university setting." University of Western Australia. Graduate School of Management, 2007. http://theses.library.uwa.edu.au/adt-WU2007.0060.
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[Truncated abstract] The Australian higher education sector has changed markedly in the last two decades. The size of the sector has swelled in size as new universities have been created from former Colleges of Advanced Education and Institutes of Technology, and succeeding governments have introduced policies that have embedded increasingly corporate and commercial practices into university administration. This has caused the creation of what are becoming known as ‘enterprise universities’. This thesis examines hypotheses arising from two fundamental questions. (i) Given the increasingly market-oriented higher education environment in Australia, will a model developed from the study of services marketing (which has developed since the 1970s as a distinct sub-branch of the Marketing discipline) show itself to be applicable to universities operating in the Australian sector? (ii) If so, are there demonstrable differences in the way in which ‘student customers’ respond in terms of the antecedents of customer satisfaction and customer loyalty within different types of university? . . . The study found that the model tested was highly appropriate for indicating the major antecedents of satisfaction and loyalty in this setting. It showed that the institutional image was a relatively stronger antecedent of perceived value and customer satisfaction than were elements of service quality, and that the model was effective in accounting for a large proportion of the variance found in students’ loyalty to their institution. It also found that there was relatively little difference between students attending different types of university in these matters. It argues that there is an important imperative for Australian universities to take a strategic image management approach to their marketing initiatives, and also issues related to the nature of higher education as a positional and public good.
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Mills, Juline E. "An analysis, instrument development, and structural equation modeling of customer satisfaction with online travel services." Full text available, 2002. http://images.lib.monash.edu.au/ts/theses/millsje.pdf.
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Cohen, Howard. "The use of strategies to promote and market products and services online as well the use of customer relationship management to attract and retain customers." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/270.
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The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be reconstructed in forms more appropriate for the new medium. A lot of technological changes have affected the marketing environment of today. Companies must adapt to these changes in order to improve their marketing strategies. This has, among other things, resulted in an emphasis on relationship marketing. The purpose of this thesis is to explore what strategies are used in practice by companies in order to market and promote their products and services by using their Web sites as well as to build effective Customer Relationship Management (CRM). In order to fulfil the research purpose, interviews were conducted at a number of companies (medium and large), and questionnaires were mailed to various companies in the motor retail industry. The result shows that a company can use traditional as well as online marketing and promotion strategies when conducting business. This can also help companies to gain better relations with their customers. The different marketing and promotion strategies are useful for attracting new business as well as maintaining and stimulating existing relations. The research problem addressed in this study was to determine the factors that are effective in marketing and promoting of Web sites as well as the methods used in building CRM.
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Baosuwan, Siriwan. "Attitude and satisfaction with internet banking of Bank of Ayudhya Public Company Limited, Thailand." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2727.
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The purpose of this study is to gather information for the management of the Bank of Ayudhya to improve its internet banking service. It explored customer satisfaction, customer attitudes, and the correlation between the frequency of Internet banking usage and customer demographic data.
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Cupp, Nicole Leshaan. "Perceptions on the use of social media in the banking industry." Thesis, Nelson Mandela Metropolitan University, 2015. http://hdl.handle.net/10948/5489.
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As banks operate in a competitive environment, it is important for managers and marketers to identify how customer satisfaction and customer retention levels can be can be improved through social media aspects. Although models of customer satisfaction and customer retention have been well researched for client products/services, the literature available on social media as a marketing tool is limited in quantity compared to other more established areas of marketing. This research study reviews existing literature on the banking industry in terms of its characteristics and challenges. Literature on customer satisfaction and customer retention as relevant to the banking industry is reviewed, as well as how social media aspects can improve customer satisfaction and customer retention. Thus the primary objective of this study is to identify the social media aspects (benefits, clients’ trust and content) that influence the intervening variable (customer satisfaction) and dependent variable (customer retention) in the banking industry. An empirical investigation was undertaken to establish whether the independent variables; namely benefits, clients’ trust and content as related to social media can possibly influence customer satisfaction and ultimately customer retention in the banking industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of bank clients and managers. The sample size consisted of 150 bank clients and 30 bank managers in the Nelson Mandela Metropolitan area in South Africa. The questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 12.0. The validity of the study was measured by utilising Exploratory Factor analysis. Cronbach’s Alpha correlation coefficients were calculated to measure the reliability and internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics concerning the respondents and variables were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter, the internal reliability of the data was assessed using Cronbach’s Alpha correlation coefficients. Pearson’s product-moment correlation coefficients and multiple regression analyses were calculated. Through multiple regression calculations, the relationships predicted by the four hypotheses were analysed. Finally, t-tests and analysis of variance (ANOVA) tests were conducted. The empirical investigation revealed that significant positive relationships exist between the independent variables benefits, trustworthy content and the intervening variable customer satisfaction, as well as between these two independent variables and the dependent variable customer retention. From the empirical results it was concluded that if banks offer benefits and trustworthy content to their clients through social media channels, clients are likely to be satisfied with and retained by their bank. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the banking industry. All bank managers and marketers will benefit from the empirical results as well as the recommendations of this study on how to improve customer satisfaction and customer retention through social media channels which will ultimately improve the performance of banks.
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Limbada, Suhayl. "How the internet supports the consumer decision process: the case study of McCarthy Call-a-Car." Thesis, Rhodes University, 2006. http://hdl.handle.net/10962/d1002787.
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This thesis aims to provide a better understanding of the ways in which the Internet supports the consumer decision process of potential customers in an online car retail environment. The thesis is mainly focused on how this can be done in South Africa. A case study approach was adopted in investigating the case of McCarthy Call-a-Car. Interviews were carried out with McCarthy Call-a-Car employees and documents and the Call-a-Car website, were analysed. It was revealed that Call-a-Car focuses on using the Internet to support customers in the pre-purchase phase only. The purchase and post-purchase phases are carried out offline at its dealership network and Club McCarthy respectively. The findings showed that Call-a-Car views the Internet as a marketing tool that provides convenience to customers searching for product information in the pre-purchase phase. The interviews revealed that due to Call-a-Car's strategy, as well as practical problems of selling online, the customer will still have to visit a dealership to conclude a purchase and for post-purchase support. From this research it appears that there are three main issues arising out of Call-a-Car's usage of the Internet in the customer buying process: firstly, the research revealed that instead of cutting out the middle-man, the Internet has created new types of intermediaries called "cybermediaries" and that Call-a-Car is one such intermediary. Secondly, it was revealed that trust is crucial in the online environment and that Call-a-Car builds trust through branding. Thirdly, the Internet has not affected prices online, despite theoretical estimations that the Internet would induce lower prices. The main recommendations for future research are empirical studies to investigate if the cybermediary model is unique to the car industry and whether this business model could be applied to other look and feel industries such as real estate. Future studies could also investigate the mechanics of trust-building and brand-building in the online environment and finally, studies from the customer perspective considering what Internet tools the customer would like to see online to support them during their buying decision process.
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Mendlíková, Iva. "Návrh marketingové strategie." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2015. http://www.nusl.cz/ntk/nusl-225324.
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Diplomová práce se zaměřuje na analýzu současné marketingové strategie společnosti Erasmus Life Lisboa. Specifikuje faktory jak vnitřního tak vnějšího okolí, které ji nejvíce ovlivňují. Na základě výsledků těchto analýz navrhuje změny v uplatnění marketingových přístupů
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Waddell, Alda. "An evaluation of a motor retail organisation's lead management system." Thesis, Rhodes University, 2012. http://hdl.handle.net/10962/d1003900.
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This research was motivated by the lack of systems and methodologies in the automotive retail business sector to adequately monitor and analyse prospective customers' behaviours as a basis for developing sales. The objective of this research was to determine if lead scoring would indeed represent a good investment of time and resources for Barloworld Motor Retail. The real value for Barloworld Motor Retail is in the proven methodology for properly managing leads and the sales process. Lead scoring should have sales teams more focused because of the qualified opportunities. The sales cycle can also be efficiently managed from introduction to closure. What is Lead Scoring? In short, lead scoring identifies or measures the value of a lead to determine to which extent a lead could result in a sale. The aim of the lead scoring process is to gather as much information as possible from the prospective customer. Once information has been acquired, it is important to hand over the hot leads to sales while the warm and cold leads remain with marketing to be nurtured. A lead is a potential customer who wants to learn more about what a company has to offer, and who has acknowledged having a requirement or need that a company could help satisfy. Where this position is coupled with elements of the ideal or desired customer profile, a meaningful lead definition emerges. When a salesperson receives a lead as depicted in Figure 1, the decision must be made as to whether to promote the lead into an opportunity or recycle it back to marketing. The crucial determination would be whether the prospect is ready to enter a buying cycle, or not. Figure 1 also illustrates the lead scoring "evaluation" process. The researcher used the Barloworld Automotive www.mywheels.co.za Webpage to obtain information for this research project. The results obtained from this measurement were compared with the results obtained from other marketing initiatives and practices in the automotive industry to describe the value of lead scoring. This research is undertaken under two main headings, namely marketing and evaluating a lead management system by introducing lead scoring. In reference to marketing, Albee (2010) says that lead scoring is based on marketing that can automate the ability to know exactly when the leads in the nurturing program are sales ready and then transition them to the sales force without delay. Chekitan and Schultz (2005), introduced the notion of SIVA which stands for Solution, Information, Value, and Access. This is basically the four p's of the marketing mix, namely product, promotion, price and placement Kotler (2000) renamed and reworded to provide a customer focus. Marketing managers use this model to generate the best possible response from the target market by blending four or more combinations in the best way. The elements of the marketing mix are all controllable variables. The marketing mix can be adjusted on a frequent basis to meet the changing needs of the target market and the other dynamics of the marketing environment. The study of internet consumer behaviour is a fundamental part of the gathering of information related to lead scoring. To an extent it is also relevant to the formulation of a leads nurturing model that will positively influence buyer perceptions and help to trigger the purchase decision. With regard to the purchasing of motor vehicles, consumers will seldom make a purchase decision without personal exposure by way of sensory explanation (look, feel and touch). Internet marketing connects the physically remote consumer with the product benefits through a process of abstract positioning, and focuses on obtaining "hits" from consumers who are competent and enabled to make a positive purchase decision. Internet marketing refers to the strategies that companies use to market their products or services online. The marketing concept remains the guiding concept for companies wishing to design and implement an effective leads scoring system. Lead scoring is the process that involves the following activities: • Lead identification; • Lead collection and consolidation; • Predictive analysis of lead scoring; • Lead nurturing; • Lead distribution.
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Prinsloo, Meyer. "Empirical testing of a customer relationship management model in consumer Internet services." Diss., 2000. http://hdl.handle.net/2263/30112.
Full textBooks on the topic "Internet marketing Customer services Australia"
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Wardell, Keith. Marketing out of control. [United States?}: Marketing1by1, 2007.
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International Services Marketing Conference (2002 Brisbane). Proceedings of the International Services Marketing Conference 2002: Emerging issues in services marketing: emotions, e-marketing and encounters : Brisbane, Queensland, Australia 3-5 July 2002. Edited by McColl-Kennedy Janet R. 1958- and Rundle-Thiele Sharyn. St. Lucia, Qld: Graduate School of Management, University of Queensland, 2002.
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Sorce, Patricia A. Personalization: Data-driven print and Internet communications. Rochester, NY: RIT Cary Graphic Arts Press, 2009.
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Personalization: Data-driven print and Internet communications. Rochester, NY: RIT Cary Graphic Arts Press, 2009.
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Ludwig, Marc Alexandre. Beziehungsmanagement im Internet: Eine Analyse der Informationsbedürfnisse auf Konsumgütermärkten und der Möglichkeiten ihrer Befriedigung durch Beziehungsmanagement unter Nutzung des Internets. Lohmar: J. Eul, 2000.
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Collier, Marsha. The ultimate online customer service guide: How to connect with your customers to sell more! Hoboken, N.J: Wiley, 2011.
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Tomsen, Mai-lan. Reaching the interactive customer: Integrated services for the digital world. Cambridge, UK: Cambridge University Press, 2003.
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Practices, LLC Best. Driving business through the Internet: Web-based sales, marketing and service. Chapel Hill, NC: Best Practices, LLC, 2001.
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The complete idiot's mini guide to real-time marketing with foursquare. [Indianapolis, IN]: Alpha, 2010.
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Customer service on the Internet: Building relationships, increasing loyalty, and staying competitive. 2nd ed. New York: John Wiley, 2000.
Find full textBook chapters on the topic "Internet marketing Customer services Australia"
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Adapa, Sujana, and Fredy-Roberto Valenzuela. "Case Study on Customer’s Ambidextrous Nature of Trust in Internet Banking." In Advances in Marketing, Customer Relationship Management, and E-Services, 206–29. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4357-4.ch018.
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This case study provides information related to the Australian retail-banking sector and specifically about the electronic banking service delivery channels. As a Western nation, Australia is classified as a developed country with well-developed infrastructure, gross domestic product, per capita income, and economic status. A cross-sectional mall intercept survey was conducted in order to explore the trust related perceptions of the Australian consumers’ towards the internet banking service delivery channel. Trust is an important variable because of its high relevance to the success and/or failure of many businesses, products, and service offerings. Although there exists several benefits attached to the internet banking transactions, the survey carried out, indicates that there are a significant number of customers in Australia, who do not perform internet banking transactions due to lack of trust in the bank (or bank personnel or internet service delivery channel etc.). Consequently, results also indicate that a majority of the customers preferred to use internet banking transactions due to the trust that they have in carrying out these electronic banking methods. Therefore, this study provides information related to the ambidextrous nature of the trust component and how the aforesaid affects the consumer’s perception levels towards the adoption/non-adoption of internet banking in the Australian context. Moreover, this study provides results obtained through a cross-sectional mall intercept survey carried out in the Australian context and verbatim quotes obtained from the respondents in the form of open-ended comments. Furthermore, the implications related to bank managers, government, and policy-makers are presented.
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Treiblmaier, Horst, Larry Neale, and Sandy Chong. "The Web Site and Brand Trust as Antecedents of Online Loyalty." In Transdisciplinary Marketing Concepts and Emergent Methods for Virtual Environments, 108–27. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-1861-9.ch007.
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As online business thrives, a company’s Web presence holds enormous importance as a source of information, entertainment, and customer service for Internet users. Besides being user-friendly, a Web site should offer interesting and enjoyable content to attract online visitors in an ever-changing multimedia environment. Companies that operate globally must know how cultural differences influence the way potential customers perceive their sites. This paper presents a model that highlights the importance of ease of use, enjoyment, content, and brand trust for Web site loyalty. The model is subsequently tested in four countries: Australia, Japan, Mongolia, and the USA. The results show that perceptual differences exist: while ease of use is crucial for Web site loyalty in all four countries, the importance of content, perceived enjoyment, and brand trust varies across different cultures.
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Gelashvili, Vera. "Digital Marketing vs. Traditional Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 34–50. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-8003-5.ch003.
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Digitalisation has caused important changes that have affected people's lives on a social, economic, or personal level. These changes have affected both business and society in general. Therefore, companies had to adopt different strategies to reach with their users, since traditional methods were no longer effective in some cases. It is the case of marketing, where companies had to change or blend traditional marketing with digital marketing (i.e., to promote their products and services through the internet). The aim of this work is to analyse the existing literature on similarities and differences between traditional and digital marketing. The methodologies used to achieve these objectives were a systematic literature review and bibliometric analysis by Scopus. The results obtained have shown that both traditional and digital marketing are important for companies, so firms must find out which of them is more compatible with the company's objectives. This chapter provides practical lessons for entrepreneurs or marketing makers when choosing a type of marketing for their businesses.
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Mazurek, Grzegorz. "Virtual Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 16–36. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4864-7.ch003.
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For the last two decades, virtuality and virtualization processes have been considered as developing phenomena in management studies, particularly within the context of the creation of inter- and intra-organizational networks, establishing strong relationships with customers and the appreciation of intangible assets in marketing. The purpose of this chapter is to identify the main directions of virtualized marketing and present the detailed changes that occur in marketing due to extensive and intensive Internet usage and the directions of network technology development and its impact on prospective marketing activities. The proposed analyses help to understand the multifaceted impact of the Internet on marketing—its concept, activities, and organization—going much beyond simple “e-marketing” perspective. The presented conclusions can be of significant value for both researchers and marketers. It can particularly influence further research on the relationship between the marketing virtualization and the company’s performance, showing the real impact of such processes on the effectiveness and efficiency of a company. The final conclusions will be interesting to marketing managers, who in the cybermarketing era have to deal with new challenges of collaboration, customers’ engagement, and value network creation.
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Jiménez-Zarco, Ana Isabel, Asher Rospigliosi, María Pilar Martínez-Ruiz, and Alicia Izquierdo-Yusta. "Marketing 4.0." In Advances in Marketing, Customer Relationship Management, and E-Services, 94–117. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2139-6.ch005.
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Marketing evolves in parallel with technology. During the last five years, Marketing 3.0 has become the most innovative marketing approach, but of growing, is research focusing on Marketing 4.0: the marketing of big data. Much has been speculated, but academic journals have published little about Marketing 4.0. Maybe, because the total understanding of Marketing 4.0 requires: firstly, a depth knowledge about the evolution of marketing, especially about Marketing 3.0, and secondly, an analysis of how a range of technology –not only the Internet and social media- can be used to design marketing strategies that enhance the brand-consumer relationship. Taking into account how consumers' behavior has been changing since the beginning of this century, this chapter seeks to review Marketing 4.0 concepts, analyzing how big data can be used to enhance the consumer-brand relationship.
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Sharma, Rajeev. "Marketing of Tobacco Products in Australia." In Advances in Marketing, Customer Relationship Management, and E-Services, 187–94. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4357-4.ch015.
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Liberal western, democratic traditions provide ‘freedom of choice’ to consumers. This doctrine is also extended to commercial organisations in developing their marketing and promotional strategies. Some products, tobacco in particular, have continued to attract a high level of social and legislative scrutiny in the industrialised countries. There is an argument that tobacco products are excessively harmful to the society–particularly the vulnerable and disadvantaged. As a result governments have a bigger responsibility and a significant role to play in regulating such goods and services. The Australian Federal Government has recently introduced a bill into Parliament. It aims to lay down very stringent guidelines and restrict the promotional options for tobacco product marketing in Australia. This real and evolving case study looks into the challenges faced by the marketers.
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Doligalski, Tymoteusz. "Social Network Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 96–113. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4864-7.ch007.
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This chapter reviews the specific character of marketing in Internet social networks from three different perspectives. The first concentrates on creating customer value in social networks. The focus of the second part is on a conceptual model of customer relationship management, which consists of five stages: defining, generating, communicating and delivering values for customer, as well as creating value for a company. The competitive actions taken by social networks are the subject of the third part of the chapter.
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Ghorbani, Ali, and Emel Kursunluoglu Yarimoglu. "E-Service Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 1–8. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4864-7.ch001.
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In the cyber era, the extension of the information economy and electronic networks has caused the shifting of the economy from goods to services and emerging e-service marketing. The synthesis of Internet marketing and services marketing has formed this new area of marketing. This chapter starts with introducing e-service marketing and comparing components of traditional and electronic services marketing. The click-only and click-and-mortar business models are described as types of e-tailing. Afterward, the paradigm shift from traditional e-commerce to e-service is investigated. In order to measure of e-service quality, some scales are discussed. Finally, the chapter suggests 7Cs of the customer interface in e-service marketing.
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Nadda, Vipin K., Sumesh Singh Dadwal, and Azmat Firdous. "Social Media Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 359–79. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8353-2.ch021.
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This chapter provides an insight of contemporary developments in social media marketing with special reference to the emergence of online technology and its influence upon various marketing operations. The information flow through the introduction of the concept of social Media involving the synthesis of sociology and technology and creating an environment on the internet where people share experiences with each other and develop networks followed by analysis of its three main components (Publishing Technology for Everyone, Information Diffusion, and Relationship Building) highlighting its various dimensions. Further, it leads to discussion about Social Media Marketing becoming a latest and popular trend as a digital platform for social interaction between virtual communities. Next section details main social media platforms, their rankings, features, corresponding strategic actions followed by advantages and challenges for organisations using Social Media for Marketing.
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Cohen, Ivan K. "Social Media and Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 324–39. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8353-2.ch019.
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Tottenham Hotspur (“Spurs”) Football Club were once the most entrepreneurial of English football teams, including being the first to obtain a stock market flotation and to attempt to diversify into other areas beyond their core. However, like many football clubs, they were slow to embrace the Internet including more recently the use of social media for marketing. This chapter investigates the history of Spurs' embrace of the Internet and social media and asks why a club traditionally renowned for its flair and enterprise on the pitch has been so slow to embrace modernity in the digital world.
Conference papers on the topic "Internet marketing Customer services Australia"
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Thaichon, Paramaporn, Antonio Lobo, and Ann Mitsis. "CUSTOMER LOYALTY IN HIGH-TECH INTERNET SERVICES." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.03.01.01.
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Ergenç, İsmail Erkut. "Customer Requirement Factors in Selection of E-Commerce Infrastructure Service Provider in Post-Covid-19: An AHP Application." In COMMUNICATION AND TECHNOLOGY CONGRESS. ISTANBUL AYDIN UNIVERSITY, 2021. http://dx.doi.org/10.17932/ctcspc.21/ctc21.006.
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In today’s complex world, businesses actively use various methods to deliver goods and services to customers. Due to the active entry of the internet into people’s lives and the increase in the number of purchases made on the internet recently, businesses must actively use the internet in their marketing activities to achieve a competitive advantage. Especially after COVID-19, many businesses have had to perform their activities over the internet due to public health measures. In addition to supporting the promotion activities of the internet, direct marketing, customers purchasing products through e-commerce, and delivering some services online has become a competitive strategy and one of the methods actively used by businesses today. In this context, businesses have become more willing than before to set up their own e-commerce websites. To this end, this study reveals the features that businesses can use in determining the features they need in the selection of ecommerce infrastructure. The study suggested that 21 features for e-commerce sites were grouped among themselves in the context of e-service quality dimensions included in the ES-QUAL and e-Recs-QUAL scales, and importance ranking was performed using the AHP method.
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Ramsina, Snezhana. "Integration of Public and Private Aspects in Business Models 4.0 of the Tourism Market." In The Public/Private in Modern Civilization, the 22nd Russian Scientific-Practical Conference (with international participation) (Yekaterinburg, April 16-17, 2020). Liberal Arts University – University for Humanities, Yekaterinburg, 2020. http://dx.doi.org/10.35853/ufh-public/private-2020-58.
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The current digital opportunities that have spawned the upgrade of the business versions of tourism and hospitality have been actualised due to the hard-to-predict pandemic nature of the COVID-19 coronavirus threat and travel bans. In Business Model 4.0. the usual forms of the relationship between the public (institutional) and the private, individual in tourism and hospitality are transformed. Research objective: to characterise the integration capabilities of automated (AI-based) travel industry business processes that personalise the tourism offers to the needs and preferences of travel lers and guests. The value-based marketing 4.0 approach, supplemented by structural, network and functional approaches to the analysis of the structure, multi-level, dynamics of commercial opportunities, consumer value of business models of organisation and the implementation of tourism products, allowed the integration possibilities of Internet services in satisfying individualised consumer demands to be satisfied. Soft culture blurs the boundaries between the public and the personal, making actors’ informational behaviour transparent, transforming existing business strategies, and giving rise to ‘mass individuality’ in tourism and hospitality. The forms of correlation between the public (group, communal) and the private, individual in the practice of tourist services at all stages of a tourist trip or guest visits to HoReCa enterprises change under the influence of BigData technologies regarding operational processes; modelling and forecasting strategies; horizontal and vertical integration. The marketplace is won by those who practise personalisation, customisation and marketing authenticity of the market offer distributed on the P2P network. The basis of a stable competitive advantage of a company able to create a unique customer value in the tourism and hospitality market is represented by predictive or prognostic analytics of big data and smart technologies.
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PRICOPOAIA, Oana, and Irina SUSANU. "THE IMPACT OF USING SOCIAL MEDIA PLATFORMS IN BUSINESS PROMOTION." In International Management Conference. Editura ASE, 2022. http://dx.doi.org/10.24818/imc/2021/05.10.
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Social media is not just about socializing or interpersonal communication, it is about the transmission of information in order to influence public opinion and to shape a particular consumption behavior. Social media can be considered media of the future because companies promote Internet activity to attract the attention of the target audience. Social media platforms are an effective, interactive, and fast means of communication for both individuals and the legal persons. For companies present in the online environment, the connection with customers is direct, the campaign promotion can be monitored through special digital tools and the results of the campaign are easy to be quantified. In online promotion it is necessary to know the target audience because the message must be customized according to the requirements, constantly updated because the online customer is always stirred towards novelty and be attractiveness, original and relevant to the promoted object. Content transmitted targets a well-defined audience and influences through objective and valuable information. Social media is a tool for social interaction and a form of two-way communication based on online services. Thus, social media marketing must become a priority for all companies that want a successful business, because they can increase the company's notoriety, customer loyalty, improve relationship with the customers and gaining a favorable image in the market.