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.
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M., Abass Salimat. "Impact of Internet Marketing on Photography i n Lagos State, Nigeria." Journal of Business and Economics 10, no. 3 (March 20, 2019): 193–205. http://dx.doi.org/10.15341/jbe(2155-7950)/03.10.2019/002.
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The study examined the impact of internet marketing on photography in Lagos state, by focusing mainly on social media, search engine and website as internet marketing tools and measured performance in terms of customer intention, customer satisfaction and customer loyalty. Primary data and online observations were employed. A cross sectional survey research method was used. Questionnaire was used to collect data from 140 photographers from the 1484 registered online photographers in Lagos. Data were analysed using multiple regression to test the hypotheses. Findings revealed that social media, search engine and website collectively influenced customers of Photographers in Lagos. The study concluded that it is valuable for photographers to adapt to, and use internet marketing media in promoting their services as technology changes and new platforms emerge. It is recommended by the study that photographers in Nigeria should adopt internet marketing tools for both communication and marketing advantages.
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Moghavvemi, Sedigheh, Su Teng Lee, and Siew Peng Lee. "Perceived overall service quality and customer satisfaction." International Journal of Bank Marketing 36, no. 5 (June 4, 2018): 908–30. http://dx.doi.org/10.1108/ijbm-06-2017-0114.
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Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks. Design/methodology/approach The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique. Findings Results show that knowledge and staff competencies, as well as convenience of the bank is more significant for local bank customers while bank image and internet banking are important components for foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as compared to local bank customers. Research limitations/implications No analysis is undertaken of any difference in the service quality dimensions between banks of different size. Further research on banking services could usefully test services quality dimensions across banks of different sizes. Practical implications The findings serve as a valuable reference for local banks understand service quality challenges they may face from foreign banks in this competitive industry. Findings suggest that, to provide high-quality services, financial institutions need to heighten customer satisfaction differentiation strategies. Originality/value The outcomes of this study enhance the knowledge on the performance of both local and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers and industry players in improving their services.
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Kardaras, Dimitris, and Eleutherios Papathanassiou. "Electronic commerce opportunities for improving corporate customer support in banking in Greece." International Journal of Bank Marketing 19, no. 7 (December 1, 2001): 292–98. http://dx.doi.org/10.1108/02652320110410940.
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Banking, one of the most information intensive sectors, is an ideal domain for the successful development of e‐commerce. The present exploratory study focuses on e‐commerce opportunities for improving corporate customer services in the Greek banking sector. It reports on a survey of 11 marketing and information systems managers from five major Greek banks. The results indicate that the potential of e‐commerce ranges from simple applications, such as giving information about services, to more sophisticated ones that involve customers in services design and customisation. Suitable management actions are proposed to Greek banks in order to fully benefit from the Internet.
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Nui Polatoglu, Vichuda, and Serap Ekin. "An empirical investigation of the Turkish consumers’ acceptance of Internet banking services." International Journal of Bank Marketing 19, no. 4 (July 1, 2001): 156–65. http://dx.doi.org/10.1108/02652320110392527.
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An exploratory study of consumer acceptance of Internet banking (IB) services is conducted in a Turkish bank. Examines both consumer‐related factors that may affect the adoption of an innovation or a product (such as complexity, perceived risk, and relative advantage) as well as organizational factors such as marketing effort. The results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention. Accordingly, it is argued that IB is strategically important to the banking sector in an emerging economy, such as in Turkey.
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Stone, Merlin, and Paul Laughlin. "How interactive marketing is changing in financial services." Journal of Research in Interactive Marketing 10, no. 4 (October 10, 2016): 338–56. http://dx.doi.org/10.1108/jrim-01-2016-0001.
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Purpose This paper aims to explore the impact of the internet and related information and communications technology developments on how financial services (FS) are distributed and how customers are managed, in particular, not only how companies can differentiate between “good” and “bad” customers and manage them appropriately but also how customers can be “bad” and escape the consequences. It also explores how changes in information asymmetry between suppliers and customers affects who gains or loses from the relationship between them. Design/methodology/approach The data for the article are from the authors’ consulting and conference chairing experience. The article is in the form of a reflection on this, rather than a hypothesis-based research article. Findings One of its findings is that those responsible for controlling damage done to companies by fraudulent or negative value customers (typically those managing underwriting or risk) and those responsible for recruiting, retaining and developing customers (typically marketing, sales and customer service) do not work closely enough together, and this can lead to not only damage to shareholder value but also damage to the customer experience. Research limitations/implications The paper identifies the need for more research covering the processes, data, analysis, systems and strategies required to manage both good and bad customers and the practical problems of implementation. Practical implications The main practical implication is that in designing products and the customer service experience, FS marketers need to take into account much more systematically the “dark side” of customer activity. Originality/value This paper is one of the first to explore its issues in detail.
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Khare, Arpita, and Sapna Rakesh. "Customer Relationship Management through Mobile Technologies." International Journal of Information Systems and Social Change 3, no. 4 (October 2012): 65–83. http://dx.doi.org/10.4018/jissc.2012100105.
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Companies are increasingly using technology to target their customers and build relationship with them. Customer relationship management is perceived as a strategy which harnesses technology for providing more value to customers through customized products and services. However, technology now extends beyond the peripheries of Internet to mobile-based systems. The research was directed towards understanding the viability and scope of mobile marketing strategies in India. The acceptance of mobile marketing as a medium for dissemination of promotional information and product launches by companies was studied.
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Shaddiq, Syahrial, and Wuri Handayani. "COMMUNICATION AND INTERACTIVE MARKETING MANAGEMENT THROUGH INTERNET ADVERTISING." Strategic Management Business Journal 1, no. 02 (December 31, 2021): 25–29. http://dx.doi.org/10.55751/smbj.v1i02.18.
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Internet advertising is a development of interactive online marketing communication media that marketers can choose from. The various advantages of internet advertising compared to traditional marketing communication media make this media increasingly used. Social networks or social media have the potential to help SMEs in marketing their products and services (Viral Marketing). Because it is able to reach large areas in a cost-effective manner. Through social networking, SME businesses can carry out marketing activities such as introducing products, establishing communication with customers and potential customers, and expanding business networks. And in its implementation also implements a Customer Relationship Management strategy.
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Taher Salim, Bahzad, Sirwan Latif Haji, and Rizgar Saed Hussein. "Factors Affecting Customer Satisfaction in the Internet Service Industry (Exploratory Study of Internet Service Providers in Erbil - Kurdistan Region)." Polytechnic Journal 9, no. 1 (June 30, 2019): 50–63. http://dx.doi.org/10.25156/ptj.v9n1y2019.pp50-63.
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The term “customer satisfaction” is a basic marketing expression constructed in the past three decades. In the past, it was an unpopular and unaccepted concept, as the aim of companies was to gain new customers rather than retain the existing ones. However, companies realized and understood the significance of customer satisfaction (especially service producing companies) and have adopted it as the highest priority of their operational goals in the present decade. This study aims to examine overall customer satisfaction with the internet service in the Kurdistan Region of Iraq, factors affecting satisfaction and the relationship between satisfaction and demographics. Data were collected from 400 customers who were randomly selected. The results gained in this study revealed that 81.5% of respondents were satisfied. The combination of network quality, billing, speed, and customer support (internet services attributes) indicated a relationship with satisfaction, while age, education, gender, and employment variables indicated no relationship. Results show that the rate of satisfaction is high but the internet service companies can improve their services to reach the level of developed countries.
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Durgee, Jeffrey F., and Garo Agopian. "Refurbishing services and how services enhance consumer well-being." Journal of Services Marketing 32, no. 3 (May 14, 2018): 311–21. http://dx.doi.org/10.1108/jsm-11-2016-0395.
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Purpose The purpose of this paper is to explore how services might impact a general consumer sense of everyday well-being or life satisfaction. Design/methodology/approach It was decided to focus on the existential benefits of refurbishing services and see how they might impact owner sense of self and overall life satisfaction. A qualitative study was fielded which consisted of analyses of website testimonials of customers of refurbishing services for products such as pianos, watches, boats, bicycles and other durables. Also analyzed were results from one-on-one qualitative interviews of customers of refurbishing services and selected refurbishers of similar products. Findings The study suggests that refurbish services provide a mix of hedonic and eudaimonic benefits. They provide an enhanced sense of self and general well-being insofar, as the newly restored item connects owners to loved ones, to other collectors or fans and to their own personal life histories. It also connects them to the refurbishers and their “magic”. Insofar as refurbishers invite customer involvement in the process, they co-create how the process will proceed, so customers feel a special involvement and gain an understanding of the workings of the item and how to best use it. Practical implications Refurbishing services might offer, like all the new internet-mediated sharing services, a more sustainable alternative to the buy-and-dispose consumption behaviors found in most world economies. Originality value This paper provides insights into the lives of products after purchase and the roles of relevant service providers. It also provides examples of how service providers in general might deepen and facilitate customers’ feelings about themselves and their daily lives. It shows how service providers can enhance customer hedonic and eudaimonic appreciation of provider knowledge, skills and efforts.
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Terziu, Hysni. "The Role of the Internet in the Development of Marketing and Electronic Services in Business." European Journal of Economics and Business Studies 6, no. 2 (August 15, 2020): 1. http://dx.doi.org/10.26417/451fzx75d.
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Internet marketing and e-services are considered the latest areas of research, which represent a strategic importance for businesses that have directed their efforts towards e-marketplace. Studies have shown that online consumer behavior differs from consumer behavior in the traditional marketplace. On the other hand, managers seem to have a good understanding of the needs of consumers to meet them effectively and efficiently in the electronic environment. Few things have dramatically and instantly affected our lives and the way many businesses operate more than the development of the internet. The ways in which some marketing activities are carried out have changed since businesses turned to trading. The Internet offers opportunities for an organization to grow its business in an efficient and practical way. This means that the internet can be used to conduct marketing research, reach new markets, better serve customers, distribute products faster, solve customer problems, and communicate more efficient with business partners. The benefits of online marketing include improved information flow, new products and customer service, improved availability, and better market transparency. To design and implement a successful e-marketing program, a number of theories, applications, and technologies need to be carefully analyzed and understood. In this paper we will examine the best ways of Internet marketing for business success. The main objective of this article is to understand the impact of the Internet on various areas of marketing, such as product development and service delivery, promotion, pricing and channel distribution. The paper shows that when manufacturers connect directly with customers and shorten distribution channels, inefficiencies can be eliminated, product delivery time can be reduced, and manufacturers can build closer relationships with customers. Consumers use the internet to reduce costs, find otherwise unavailable products, or increase the ease of their purchase. Online customers expect simple, understandable and secure ordering and payment systems. Consumers want confidence that orders will be fulfilled immediately. E-commerce creates value for consumers in many ways. Consumers are treated as a market of one. They may have access to a greater variety of products, often at lower prices. The study suggests that businesses need to pay special attention to the impacts of the Internet and its uses in marketing to be successful and profitable.
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Voevodina, Elena I., and Alexey D. Burykin. "SEARCH ENGINE OPTIMIZATION OF WEB RESOURCES AS AN INTEGRAL PART OF INTERNET MARKETING." EKONOMIKA I UPRAVLENIE: PROBLEMY, RESHENIYA 8/4, no. 128 (2022): 125–31. http://dx.doi.org/10.36871/ek.up.p.r.2022.08.04.016.
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With the active growth of Internet trade turnover, companies, in order to maintain their competitiveness, it becomes necessary to promote their business and the goods sold or services provided on the Internet. The modern concept of Internet marketing is as customer-oriented as possible. One of the most effective tools of Internet marketing is search engine optimization of web resources. Search engine optimization is a set of measures, the implementation of which allows you to improve the ranking of a site in search engines. The article describes the goals, objectives and sequence of search engine optimization of a web resource as an integral part of Internet marketing.
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Li, Jing, Ayenew Darge Nigatu, Baoquan Yu, Qiaolun Gu, and Yong Yang. "Understanding Customer Value in the Mobile Internet Era." Discrete Dynamics in Nature and Society 2021 (November 29, 2021): 1–14. http://dx.doi.org/10.1155/2021/9585743.
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The advent of mobile Internet era brings both opportunities and challenges to understanding customer value in the field of customer relationship management. Traditional customer relationship management theory and practice focus on the transaction value created by individual customers and do not take into consideration enough to the huge potential commercial value behind the interaction and connection among people by means of online social services in the mobile Internet era. Towards this end, this study first analyses the new characteristics of customer behaviour in the mobile Internet era. Second, the study proposes the integrated customer value model in three dimensions of purchase value, interactive value, and marketing diffusion value with 13 indicators based on the complex network theory and RFM model, considering the value created by connection and interaction among customers. Finally, the study discusses the eight types of customer clusters and the corresponding differentiate customer relationship management strategies in the era of mobile Internet based on the integrated customer value model. This study enriches the theory of customer value in the field of customer relationship management and also helps company better practice the innovation and change in the management of relationship with customer in the mobile Internet era.
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Kımıloğlu, Hande, and Hülya Zaralı. "What signifies success in e‐CRM?" Marketing Intelligence & Planning 27, no. 2 (March 27, 2009): 246–67. http://dx.doi.org/10.1108/02634500910945011.
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PurposeThis paper seeks to use the balanced scorecard approach to create a performance measurement tool for e‐CRM implementations, distinguishing the criteria which signify higher levels of success in e‐CRM for internet businesses.Design/methodology/approachA performance measurement tool assessing the success of e‐CRM implementations under the customer, internal business, innovation and learning, and financial perspectives of the balanced scorecard is constructed. A total of 72 internet businesses in Turkey were surveyed about how much their CRM implementations contributed to the improvement in various measures under these four perspectives. These businesses are categorised as those with high versus moderate levels of perceived e‐CRM success. T‐tests are conducted to find out which success criteria distinguish these two groups more significantly.FindingsCompanies with higher levels of perceived e‐CRM success claimed significantly higher levels of improvements in customer satisfaction, transaction amounts and frequency, brand image, effective database management and customer targeting, efficient business processes, technology utilisation, excellence and innovation in services, improved sales, profitability and decreased service support costs.Research limitations/implicationsThe sample size is relatively small due to the difficulty of collecting data from internet businesses on a strategic issue such as e‐CRM. Perceived e‐CRM success is assessed based on the answers of a single respondent from each business.Practical implicationsWith successful e‐CRM programs, internet businesses can experience significant levels of improvements under all the four perspectives of the balanced scorecard, including tangible measures such as financial outcomes and the less tangible indicators such as customer value, innovation, excellence, and efficiency in business processes.Originality/valueA general strategic management tool is applied to a specific process in internet businesses. Performance in e‐CRM is assessed extensively.
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Susanti, Desi. "DIGITAL MARKETING TO CUSTOMER VALUE AND CUSTOMER ENGAGEMENT IN REPEAT PURCHASE ON THE MARKETPLACE." SULTANIST: Jurnal Manajemen dan Keuangan 9, no. 2 (December 23, 2021): 135–46. http://dx.doi.org/10.37403/sultanist.v9i2.339.
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Digital marketing is the use of electronic media by marketers to promote products or services to the market. With the popularity of broadband Internet and the rapid development of network technology in recent years, traditional marketing has also gradually shifted to digital marketing. Likewise, consumers have started to look and be interested and switch to the marketplace. This study examines the influence of digital marketing on the marketplace. In digital marketing activities, of course, it cannot be separated from the exchange of consumer values (customer value) and the formation of engagement (customer engagement). This research was conducted by distributing questionnaires to 200 people who made repeated purchases at the marketplace in Riau Province. The results of the observations will be analyzed using the Structural Equation Model (SEM) method. The results of the analysis using the Structural Equation Model (SEM) conclude that digital marketing has a direct influence on customer value and customer engagement in the marketplace. Customer value and customer engagement have a direct influence on repeat purchases in the marketplace. And digital marketing has an indirect influence on repeat purchases through customer value and customer engagement in the marketplace.
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Брежнева, Валерия, and Valeria Brezhneva. "Lead Management as a Modern Internet Technology of Customer Management." Bulletin of Kemerovo State University. Series: Political, Sociological and Economic sciences 4, no. 2 (September 4, 2019): 221–28. http://dx.doi.org/10.21603/2500-3372-2019-4-2-221-228.
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The paper features lead technology, or lead management, in Internet marketing. The research objective was to identify the essence and prospects of lead management development. The author offers an algorithm of actions that can help to achieve the planned sales effect. A content analysis of publications, author’s own observation, and sociological methods helped to identify the high importance of Internet marketing in modern conditions. Competition in the market of industrial goods is increasing, as is the speed of Internet search. In addition, more and more companies duplicate their activities on the Internet. Meanwhile, the powerful development of Internet technologies has triggered problems in the Internet promotion of products and services. Due to the growing number of network users, the struggle for potential buyers is as acute in the Internet as in the real world. Moreover, a large number of entrepreneurs underestimate Internet marketing as a channel of product promotion and thus lose a market share. As a result, there is a growing need to improve Internet technologies for customer management, their number, and demand. The author believes lead management to be a perfect technology for that purpose. The article describes the main conceptual approaches to the essence of leads, their types, features of their production, generation and conversion, algorithms of sequential actions for the formation of leads, and customer management, formulated the methodology of lead management. These technologies can result in a substantial base of loyal customers in Russian business. Lead management is becoming an objective reality of modern business and significantly increases the economic effect of Russian companies.
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Suhaily, Lily, and Yasintha Soelasih. "What Effects Repurchase Intention of Online Shopping." International Business Research 10, no. 12 (October 31, 2017): 113. http://dx.doi.org/10.5539/ibr.v10n12p113.
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The development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping. Furthermore with the Internet, online consumers more easily gain access to information and they offered a wide variety of products and services that can be selected at competitive prices. The purpose of this study is to determine whether there is influence of E-Service Quality, Price Perception and Experiential Marketing to Repurchase Intention which mediated by Customer Satisfaction in On-line Shopping. The amount of samples is 180 respondents. Questionnaires were distributed to respondents who have shopped using online shopping with random sampling method. This study uses data analysis of Structural Equation Modeling by using Lisrel software. The result showed that there is the influence of e-service quality to customer satisfaction and to repurchase intention, while repurchase intention has negative influence occurs. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. Experiential marketing has no influence to customer satisfaction and repurchase intention. Customer satifaction has positive effect on repurchase intention. The effect of e-service quality and experiential marketing through customer satisfaction as mediation variable has no influence to repurchase intention, while price perception influence to repurchase intention.
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Noti, Elton, and Brunela Trebicka. "The Diversification of E- Services in Tourism Marketing – Case of Albania." European Journal of Multidisciplinary Studies 1, no. 1 (April 30, 2016): 27. http://dx.doi.org/10.26417/ejms.v1i1.p27-31.
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The hospitality industry provides twenty-four hour service all year long for the interested people, just like the Internet which is always online. This immediate information that the Internet presents to the potential customers and the opportunity to have a better viewpoint of the service they are going to buy, prepare them for the experience they are going to live. Ideas on website quality may differ, but there is also a great deal of common ground so there is a need for further research by the marketing experts. Therefore, it is very important for tourism businesses and other organizations, either from private, or from public sector, to understand the customer needs that are amenable to fulfillment in an online environment and strive to meet them. Some questions that can be raised are: What makes a destination website an effective marketing tool? How can success be measured? What is a successful website? How can quality and effectiveness be evaluated? The purpose of this paper is to address these questions using a literature review methodology, as well as a content analysis of some of the Albanian touristic websites. Seeing the growing role of websites as a customer contact point and virtual company office, tourism businesses are realizing the strategic importance of a website as a marketing tool for addressing consumers in electronic business environment.
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Heinonen, Kristina. "Multiple perspectives on customer relationships." International Journal of Bank Marketing 32, no. 6 (August 26, 2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.
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Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for financial service provision and consumer trust. Findings – Customer relationships in the financial service sector are increasingly dynamic and unpredictable. This may be due to both activities within the control of financial service providers, such as strategies for service provision, but is more often attributable to factors beyond the control of providers. What empowered customers are doing in their own settings influences their attitudes toward and evaluations of financial services. Research limitations/implications – The paper is conceptual. It challenges the firm-centric approach to customer relationships and compares different perspectives of customer relationships. The significance of the customer-centric perspective is emphasized. Practical implications – Awareness of uncontrollable and idiosyncratic aspects of customer relationships will offer financial service providers new opportunities for being present in the customers’ lives and business. Originality/value – This paper illustrates the importance of extending the focus from what financial service providers are doing to what customers are doing within their own domains. Financial service providers need to understand more about their customers than their perceptions of service quality, satisfaction, and loyalty in different distribution channels, such as internet and mobile banking. The focus should be instead on how customers integrate their financial activities and experiences in their own life or business.
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Bădin, Andrei L. "New ways of interacting with culture consumers through cultural services marketing using Big Data and IoT." Proceedings of the International Conference on Business Excellence 12, no. 1 (May 1, 2018): 93–102. http://dx.doi.org/10.2478/picbe-2018-0010.
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Abstract This paper presents the definition of cultural marketing services phenomena, trying to identify new ways to interact and gain insight in consumer preference and behavior. The existence of Big Data and Internet of Things can be used in the Cultural Services sector. Traditional marketing and digital marketing can be reunited with the help of Big Data trends and analytics to better connect with target audience. Big Data can be used to analyze and discover new patterns in social trends and uncover customer preference. There are digital ways in which now consumers interact with their favorite cultural service and these are mostly, by internet. This new level of interaction live with your favorite cultural service, band or artist, even with other services like museums or conferences, where a human voice exists, can make the difference between returning or not to a certain service. Customizing the experience for each customer gives way to improving the overall marketing mix and improve profits. Big Data can help at improving this experience and create a better hypothesis for future strategies used in new cultural events. The main objective of marketing cultural services is to offer the client a unique selling proposition that can’t be refused. Using the internet, they leave a digital footprint with every action they make in regard with a certain services: they engage via social networks or check in via GPS. These are just a few examples of raw data that can be collected and used to exemplify future possibilities and predict where people will be in relation with a certain cultural call to action. This information, with consumer behavior studies, motivations, drives and other characteristics (age, sex, income, social position) can determine the best marketing approach for a certain event or communication in order to achieve maximum return on investment.
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van Tonder, Estelle, Stephen Graham Saunders, Mwarumba Mwavita, and Sohee Kim. "Customer helping and advocacy behaviours within dyadic financial service relationships: a gift-giving perspective." International Journal of Bank Marketing 40, no. 2 (October 29, 2021): 221–41. http://dx.doi.org/10.1108/ijbm-04-2021-0134.
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PurposeThis study aims to examine customer helping and advocacy behaviours within dyadic financial service relationships involving customers and fellow customer helpers.Design/methodology/approachThe gift-giving literature was used to propose a customer-to-customer interaction model, which was tested and cross-validated among electronic banking customers in South Africa (n = 404) and Australia (n = 244). Self-administered questionnaires were distributed to respondents who are users of electronic banking services and who previously received help with the service from a fellow customer. Data analysis included multi-group structural equation modelling.FindingsThe findings support the view that selected source credibility dimensions may influence greater affective commitment towards fellow customer helpers at various levels. Subsequently, further altruistic gift-giving in the form of customer helping and advocacy behaviours may result from higher levels of affective commitment. Feeling secure in their relationships with fellow customer helpers, customer recipients of help are likely to further socialise other customers who may share a common interest in the service category (e.g. electronic banking), but do not necessarily support the financial service provider of the customer.Originality/valueThe findings extend the conceptual domain of affective commitment and shed light on the factors contributing to the development of strengthened bonds between customers and fellow customer helpers within dyadic financial service relationships. Additionally, greater financial service socialisation and use may be achieved when the helping and advocacy behaviours of customer helpers are not restricted to a specific service provider. Subsequently, the current investigation advances knowledge of the underlying processes involved in motivating these desired service outcomes and behaviours.
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Radygina, Evgeniya G. "Marketing relations in online advertising." Economic Consultant 36, no. 4 (December 1, 2021): 33–41. http://dx.doi.org/10.46224/ecoc.2021.4.4.
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Introduction. The relevance of the research is due to the fact that the model of communication between customers and suppliers within the online space has long influenced all marketing stages in the introduction of goods and services, starting with customer awareness, attitudes towards customers, soliciting potential customers to testing new products, sales, and customer retention. The purpose of the research is to identify features of the Internet as a space of marketing relationships and formulate the principles of interaction with users. Materials and methods. The reviewed sources included contemporary periodicals: Journal of Targeting Measurement and Analysis for Marketing, Electronic Markets, Marketing, etc. The study of Internet resources was based on the authors’ own data received by analysing the portals WebCanape, WebsiteSetup, Statista, etc. Results. There are nearly half a billion new users on social media; trillions of dollars have been spent in online stores, according to the annual Global Digital 2021 report. As of October 2021, the most popular social networks in the world by the number of active users (in millions) are Facebook (2,894), YouTube (2,291), WhatsApp (2,000), Instagram (1,393), Facebook Messenger (1,300), Weixin/WeChat (1,251), TikTok (1,000), etc. The Internet as a new business environment differs from traditional economic sectors by a higher level of heterogeneity. From the standpoint of marketing, the Internet makes it possible to simultaneously bring a message to a large number of users (mass communication is ensured), on the other hand, to customise the offer for specific consumers according to their needs. Conclusion. Contemporary marketing follows the consumer, i.e. uses the online environment as a point of contact with the consumer to promote and distribute products. Relationship marketing theories are based on the need for companies to invest in relationships between themselves and consumers. Relationship marketing focuses on taking relationships between the company and the consumer from a state of engagement to that of loyalty. Each customer has a personality and his/her relationship with a particular brand becomes the dominant factor influencing his/her decision regarding purchase or service.
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Juárez-Lóopez, Berenice, and Grace Aileen Ruiz-Santoyo. "Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico." Journal of Electronic Commerce in Organizations 17, no. 4 (October 2019): 16–29. http://dx.doi.org/10.4018/jeco.2019100102.
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Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.
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Khajehasani, Somayeh, Ahmadreza Abolizadeh, and Louiza Dehyadegari. "The Role of Management and Strategy in the Development of E-Marketing." Recent Advances in Computer Science and Communications 13, no. 4 (October 19, 2020): 641–49. http://dx.doi.org/10.2174/2213275912666190411114639.
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Background: Internet is a global network that can be accessed through computers, mobile phones, PDA, digital TVs etc. The number of Internet users is constantly growing, and internet communications have become routine. The use of internet by companies to provide their products and brand is commonplace and even inevitable. This paper is focused on marketing by high-speed and low-cost internet. Emarketing refers to all efforts in terms of adjusting and developing marketing strategies in virtual spaces including, web, social media etc. Big and powerful internet marketing websites do not make small internet websites disappear but enable them to gain competitive advantage by market segmentation strategy. When a customer visits a website (websites), he leaves a trace of data called digital footprint that can be used to know and understand the customer requirements, desires and requests as well as improve and enhance the web. The e-marketing real position can be seen by an online survey on Iran retailers and two deep and accurate interviews. Objective: This paper is focused on marketing by high-speed and low-cost internet. Method: When a customer visits a website (websites), he leaves a trace of data called digital footprint that can be used to know and understand the customer requirements, desires and requests as well as improve and enhance the web. The e-marketing real position can be seen by an online survey on Iran retailers and two deep and accurate interviews. Results: E-markets and online orders are amongst common ways of customer affairs management in many commercial organizations and institutions. : E-marketing is not only a specific performance related to selling products and services but also a managerial process to manage the relationship between the organization and customer. Conclusion: E-marketing performance can be introduced and categorized in three parts: 1. Integration: e-marketing involves all selling stages by the company as well as the company agents, as an integrated process. 2. Mediation: e-marketing controls the amount of customers’ demands and requirement by the amount of production and the service provider capacity of the company. 3. Brokerage: e-marketing plays a broker role among different parts of the company including financial sectors and foreign investors. Smart marketing processes should always focus on the necessary relationships between e-marketing processes and data-mining techniques to develop specific marketing strategies on the internet. Today, the access to the information is no longer a major benefit of the organizations, but the optimal use of the information is the senior managers’ main concern. It cannot be possible unless it is based upon the integrated and efficient systems in a way that it can cover all the organization’s activities and provide customers with the information in due time. With the high-speed internet and people turning to easier and more comfortable life, they can shop online. We found that market segmentation provided unexpected strategies to win the competition with small websites and our analyses showed that small websites could increase their share in the market, stay in the competition or win by market segmentation.
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Tucker, Mark, Christine Jubb, and Chee Jin Yap. "The theory of planned behaviour and student banking in Australia." International Journal of Bank Marketing 38, no. 1 (July 18, 2019): 113–37. http://dx.doi.org/10.1108/ijbm-11-2018-0324.
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Purpose The purpose of this paper is to investigate the extent to which the three constructs associated with the theory of planned behaviour (TPB) can explain student banking intentions and assist in understanding their bank satisfaction. Design/methodology/approach This research issue was investigated using a mixed methods approach, incorporating both qualitative and quantitative methods. Convenience sampling was used. Factor analysis and logistic regression were used to ascertain the relevance of the TPB in explaining student banking intentions. Findings Using factor analysis, perceived behavioural control was shown to be the key determinant in explaining student banking intentions. Using a logistic regression, the TPB was shown to have strong application in predicting customer satisfaction with all three of its constructs significant, but weaker application for predicting the likelihood of a bank switch, with subjective norms and attitude significant, and even less for the likelihood of recommending the bank to a friend, with only perceived behavioural control significant. Research limitations/implications The use of an online survey which limits the pool of respondents to internet users, together with the sample size, limit the generalisability of findings. Practical implications Banks can better target and understand the drivers that influence both student banking intentions and customer satisfaction. This knowledge will allow banks to better attract and retain student customers. Originality/value Provides insight to and a better understanding of how the TPB can explain and predict student banking intentions. This study fills a gap in the literature by concentrating on student banking behaviour in Australia, a substantial segment of bank customers that has received little research.
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DURUKAL, Esma, and Ece ARMAĞAN. "Metaverse and Effect of Marketing." İnsan ve Toplum Bilimleri Araştırmaları Dergisi 11, no. 3 (September 30, 2022): 1890–909. http://dx.doi.org/10.15869/itobiad.1103557.
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Digital technologies; It is changing business models, business environments, markets and the marketing communications paradigm. Especially with the coronavirus pandemic, world culture has ceased to be face-to-face and has led to the proliferation of online cultures using digital technologies. Along with this trend, besides technological developments such as virtual reality and augmented reality, the concept of Metaverse, which is expressed as a 3D virtual world, draws attention in many areas such as culture, art, education and tourism as of 2021. Metaverse is expected to be the new marketing platform of the future to present and bring all kinds of brands to life in the 3D interactive digital space. Metaverse can be a smart way for brands to create a customer experience by enhancing the functionality of their products and services. The aim of this study; It aims to reveal the concept of Metaverse, which will revolutionize almost every sector and can be considered as the 3D version of the internet, and to explain its effect on marketing at a conceptual level. Since there are only a limited number of studies in the literature, exploratory research based on the literature was conducted in this study. Studies on metaverse marketing have been examined in the literature. As a result; It can be said that businesses are still in their infancy regarding metaverse, ultra-fast internet should be the most important factor for businesses to be successful in metaverse applications, businesses can support service supply ecosystems, and brands can provide a hedonic and utilitarian customer experience limited to imagination with metaverse applications at the beginning level. Also, in the metaverse environment, businesses can market physical and digital products and services, businesses can reduce production costs in creative activities, generate income through NFTs, brands can maximize their creativity, increase brand awareness, test new product design ideas, customers can all shopping in the virtual store. It has been concluded that they can see their experiences, collect data about the customer and develop their physical stores with this data.
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Campbell, Ian. "Towards Customer Leadership." Australian Journal of Telecommunications and the Digital Economy 4, no. 4 (January 11, 2017): 133. http://dx.doi.org/10.18080/ajtde.v4n4.69.
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Today Australia's telecommunications market is strongly contested. Competitors with highly skilled, experienced and focused marketing teams battle for market position, market share and profit growth.This has not always been so.Telecom Australia was established in 1975 as the government owned national telecommunications carrier. Protected by regulated monopolies for network services and customer premises equipment, Telecom held perhaps 90% of the market. The predominantly engineering culture believed that it only needed a nominal marketing department and no sales force.In 1981 the monopolies were threatened. Telecom decided that it needed a sales force - quickly.This is a brief story of the building of that sales force over the first five years.In a government owned business steeped in the public service culture, strongly influenced by the public service unions and under a Labour government it was a grinding task.After five years the "subscribers" were more widely addressed and treated as "customers" and the sales force was operational. It was to be at least another six years before the sales force made the customers the focus of the business, and the skills, experience, management and culture of the force could match serious competitors in a de-regulated market.
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Campbell, Ian. "Towards Customer Leadership." Journal of Telecommunications and the Digital Economy 4, no. 4 (January 11, 2017): 133–71. http://dx.doi.org/10.18080/jtde.v4n4.69.
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Today Australia's telecommunications market is strongly contested. Competitors with highly skilled, experienced and focused marketing teams battle for market position, market share and profit growth.This has not always been so.Telecom Australia was established in 1975 as the government owned national telecommunications carrier. Protected by regulated monopolies for network services and customer premises equipment, Telecom held perhaps 90% of the market. The predominantly engineering culture believed that it only needed a nominal marketing department and no sales force.In 1981 the monopolies were threatened. Telecom decided that it needed a sales force - quickly.This is a brief story of the building of that sales force over the first five years.In a government owned business steeped in the public service culture, strongly influenced by the public service unions and under a Labour government it was a grinding task.After five years the "subscribers" were more widely addressed and treated as "customers" and the sales force was operational. It was to be at least another six years before the sales force made the customers the focus of the business, and the skills, experience, management and culture of the force could match serious competitors in a de-regulated market.
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Perry, Monica L., and Alan T. Shao. "Incumbents in a dynamic Internet related services market: Does customer and competitive orientation hinder or help performance?" Industrial Marketing Management 34, no. 6 (August 2005): 590–601. http://dx.doi.org/10.1016/j.indmarman.2004.10.009.
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Hakim Nasution, Irfan, Fauriatun Helmiah, and Sudarmin . "Design of Internet Provider E-CRM System on CV. Ahyein Pratama Mandiri Air Joman." Jurnal Teknologi Informasi dan Pendidikan 15, no. 1 (October 28, 2022): 120–31. http://dx.doi.org/10.24036/jtip.v15i1.617.
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CV. Ahyein Pratama Mandiri Air Joman is a company engaged in the field of providing internet services (internet service provider), whose head office is on Jl. Binjai Serbangan Protocol, Air Joman District. A company that was founded in 2017. At this time CV. Ahyein Pratama Mandiri Air Joman does this by waiting for customers to come to the office or customers providing information about places, privileges and products to other potential customers. Inadequate reporting of customer complaints makes it difficult to know the level of customer satisfaction so that with marketing like this, the opportunity to get potential customers to the maximum is not fulfilled and this is very unfortunate given the increasing number of internet network products. Dissemination of information that is not neat makes it difficult for customers to know the latest information, thus influencing customers to switch to other providers. CV. Ahyein Pratama Mandiri Air Joman built a system using CRM (Customer Relationship Management), where this system is expected to facilitate CV. Ahyein Pratama Mandiri Air Joman in managing services for customer satisfaction. So that customers remain loyal and on the other hand also get new customers from time to time.
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Sulistiawati, Indry, Rahmawati Rahmawati, and Saida Zainurossaiamia ZA. "Which is More Interesting Between Gamification, Share, and Like in Customer Engagement in Millennials and Generation Z?" Journal of Social Research 2, no. 1 (December 16, 2022): 224–32. http://dx.doi.org/10.55324/josr.v2i1.502.
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Background: Shopee is one of the major online retailers that offers a marketplace for exchanges of products and services between vendors and consumers, allowing for simple electronic transactions across networks and the internet. Shopee is not just a place for transactions; as it develops, it also offers a variety of conveniences for its users, such as making it simpler for users to complete daily tasks involving the purchase of goods and services, facilitating transactions, offering customers assistance with shopping-related issues, having game features that elicit strong emotions and offer numerous advantages, etc. 140 respondents were surveyed for this study, many of whom were Samarinda City Shopee users.
Objective: This study aims to analyze which is more interesting between gamification, share, and like in customer engagement in millennials and gemerasi z.
Method: By employing the PLS analysis technique to ascertain the influence between variables, this form of research is quantitative
Result: The results of this study are broken down into ten hypotheses that explain how content marketing, gamification, and e-Women all significantly affect customer engagement, customer loyalty, and customer engagement—all of which are significantly mediated by customer engagement—and how content marketing, gamification, and e-Women significantly affect customer loyalty.
Conclusion: Customer engagement, which is influenced by marketing strategies like content marketing, gamification, and e-WOM, has an impact on customer loyalty through the medium of customer engagement. This engagement is supported by quality and useful content to encourage positive comments on the content provided, and the presence of game features that offer rewards encourages customers to keep up their engagement in order to draw emotional customers who will be devoted to Shopee's goods and services.
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Utari, Vani. "Analisis Conjoint pada Antarmuka Pelanggan dan Perancangan Elektronic Marketing Rumah Makan." Winners 15, no. 1 (March 31, 2014): 15. http://dx.doi.org/10.21512/tw.v15i1.676.
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This research aims to analyze 3 of 7 Steps Internet marketing and to produce market penetration strategy by developing an e-marketing-based website that is expected to help in decision making. E-marketing is a marketing strategy that can be carried out by the company with the utilization of Internet. Aie Badarun is a business entity engaged in the restaurant business that provides various menus. This research used Porter’s industry analysis, framework of seven stages of Internet marketing, conjoint analysis, and Object-Oriented Analysis and Design (OOAD). The outcome of the analysis is known that a feasible strategy for the company is leveraging the Internet as marketing media. E-marketing strategy through Restaurant Aie Badarun website is expected to be able to give customers the information needed about the product or menu of food and drink, customer testimonials, online reservation, and finding solutions to their queries about products and services of Restaurant Aie Badarun using 7C Framework which is a combination of attributes and website design. E -marketing strategy could support the overall restaurant marketing.
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Liao, Z., and W. K. Wong. "The determinants of customer interactions with internet-enabled e-banking services." Journal of the Operational Research Society 59, no. 9 (September 2008): 1201–10. http://dx.doi.org/10.1057/palgrave.jors.2602429.
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Seetharaman, Arumugam, Saurabh Singhal, Pankaj Galdhar, John Rudolph Raj, and A. S. Saravanan. "Customers’ Expectations for Next Generation Internet Banking." Journal of Information & Knowledge Management 15, no. 01 (March 2016): 1650009. http://dx.doi.org/10.1142/s021964921650009x.
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This paper posits six new factors that impact customers’ expectations for next generation internet banking. The factors are innovative interface, integration with social media, money management tools, instant customer service, enhanced convenience, and next generation security. The data was collected from 310 respondents, who currently use internet banking services from leading countries. The results suggest that three factors, namely, integration with social media, money management tools, and enhanced convenience, would significantly affect customers’ expectations for next generation internet banking. The results also suggest the role of innovative interface, next generation security, and instant customer support and service in influencing the customers’ expectations. The proposed model would be useful for banks and technology providers to not only understand bank customers’ expectations, but also to launch innovative marketing strategies to gain competitive advantage, and to craft a unique selling proposition to its customers.
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Pebrianti, Wenny, Wenseslaus Tanwira, and Ahmadi. "Online Relationship Marketing to Customer Loyalty Based on Signaling Theory (Evidence of Bank Customers in Indonesia)." 11th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES 11, no. 1 (December 9, 2020): 127. http://dx.doi.org/10.35609/gcbssproceeding.2020.11(127).
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The internet has changed people's way of life, especially in dealing a transaction. Indonesian banking entered a new era since 2000 when banks in Indonesia began implementing electronic banking or e-banking systems. Integrating cellular communication technology and banking financial services is changing people's lifestyles to be more flexible in making it easier for users to access banking financial services without being hindered by time, place and space. The same integration also occurs in relationship marketing strategies and cellular communication technologies that make it easy for companies to be able to reach and provide the best service to their consumers. This study wants to reveal the relationship of interactivity and engagement which is an activity of Online Relationship Marketing at a bank to be able to understand consumers in order to create customer loyalty with online trust as mediation.Based on the above background, the problem in this study is "Does Online Relationship Marketing activities such as engagement and interactivity affect customer loyalty either through online trust as mediation or not?" Keywords: engagement, interactivity, online trust, customer loyalty, signaling theory
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Ivanova, Liliya, and Olha Vovchanska. "MODERN TECHNOLOGIES OF MOBILE MARKETING." HERALD OF KHMELNYTSKYI NATIONAL UNIVERSITY 300, no. 6 Part 2 (December 2021): 176–84. http://dx.doi.org/10.31891/2307-5740-2021-300-6/2-29.
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The article studies the main technologies and trends of mobile marketing, including the spread of chatbots; social media and mobile commerce; targeting; voice search; analytics based on artificial intelligence. According to marketing research, it is estimated that almost 40% of Internet users in the world prefer to interact with chatbots. The more companies and consumers use chatbots, the greater is the demand for better chatbot designs, which makes it easier for companies to implement them in their business. As customers spend more and more time on their mobile devices and often choose social networks, the trend of mobile commerce towards social media commerce is quite logical, allowing you to buy goods/services directly on social networks. Using targeting in the companies’ marketing activities will allow all internet users to select the target audience according to certain criteria and promote relevant products/ services. Sending them special offers in the place and at the time when they are most relevant, will increase sales, customer loyalty and brand awareness. Marketing managers use targeting to reach their target audience based on their current location to show ads in real time. Marketing research shows that voice search on mobile devices today is used by 27% of the global audience, 51% use voice search to find information about the product they are interested in. It is predicted that voice search marketing will continue to be relevant and in demand. Artificial intelligence has become an advanced technology of mobile marketing allowing to analyse consumer behavior and search algorithms, social media and blogs. AI helps companies determine how consumers find goods and services, provides target audience recommendations on products/services, communicates with consumers, creates content, reduces staff costs. For large manufacturers artificial intelligence has become an important mean of maintaining and expanding the customer base. Marketing automation increases search efficiency, helps to determine the success of marketing campaigns, allowing you to target the audience in a quicker and more efficient manner, as well as offer interesting content, reduce costs, save time. Authors emphasized that mobile devices are now the main omnichannel marketing tool, and the effective use of mobile marketing instruments by companies will allow them to adjust marketing activities quickly.
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Nufy Gera Rahmadany Sembiring and Zuwina Miraza. "PEMBENTUKAN ELECTRONIC WORD OF MOUTH POSITIF MELALUI LAMAN INSTAGRAM STUDI PADA KONSUMEN FATAHILLAH GINTING PHOTOGRAPHY." Jurnal Manajemen Bisnis Eka Prasetya : Penelitian Ilmu Manajemen 5, no. 2 (February 16, 2020): 11–19. http://dx.doi.org/10.47663/jmbep.v5i2.23.
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The growth of internet users in Indonesia continues to increase. Hence, many companies ranging from micro, small, medium to large businesses, utilize Instagram in increasing their sales through electronic word of mouth processes. This study aims to determine the influence of perceived quality, experiential marketing on customer satisfaction and eWOM on Instagram. Population of this study are the clients who have used the services of Fatahillah Ginting Photography. The data collected from 170 respondents using questionnaire, and analyzed by path analysis technique. Some tests were conducted in this research are data quality test, classical assumption test, conformity test and path analysis. The Result shows that Perception of Quality and Experiential Marketing have direct influence on eWOM and indirectly through Consumer Satisfaction. Thus, in order to create positive eWOM on Instagram, Fatahillah Ginting Photography needs to increase customer loyalty by implementing experiential marketing concepts and providing high quality services.
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Vy, Phan Dien, Thang Dinh, Lam Trong Vu, and Long Pham. "Customers' Perceived Value, Satisfaction, and Loyalty in Online Securities Trading." International Journal of E-Services and Mobile Applications 14, no. 1 (January 2022): 1–24. http://dx.doi.org/10.4018/ijesma.295962.
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Information and telecommunication technologies, together with the Internet, are completely changing the ways securities brokerages provide their products and services to customers. This study, conducted in a newly emerging country, looks at relationships among three major issues impacting brokerages’ Internet commerce: perceived value, customer satisfaction, and customer loyalty. It also examines whether the strength of these relationships is moderated by factors constituting customers’ technology readiness - optimism, innovativeness, discomfort, and insecurity. Results reaffirm prior research that perceived value is positively related to customer satisfaction and customer loyalty; and customer satisfaction is positively related to customer loyalty. Technology readiness factors were not shown to moderate the strength of the relationships among perceived value, customer satisfaction, and customer loyalty.
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Fazlollahtabar, Hamed. "Intelligent Marketing Decision Model Based on Customer Behavior Using Integrated Possibility Theory and K-Means Algorithm." Journal of Intelligent Management Decision 1, no. 2 (December 30, 2022): 88–96. http://dx.doi.org/10.56578/jimd010202.
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E-commerce is referred as any transaction in which the sale and purchase of goods or services takes place via the Internet and leads to the import or export of goods or services. Supply always needs demand. We need marketing to expand the demand in order to sell more services or products. Organizations need to have a good understanding of their customers and their desires in order to become succeed in business, and to get this understanding, they must use tools and techniques to measure the customer's interest. With using of data mining techniques and with the discovery of hidden and valuable knowledge of data, organizations don`t miss the opportunity to sell more and provide better customer satisfaction. The customer segmentation is one of the methods of customer recognition. This method is used when we look for groups of similar data. Segmenting is one of the most important topics in reaching modern marketing and managing successful customer relationship management. The purpose of this paper is to design an electronic marketing model using the k-mean algorithm. First, customer`s data is collected and after preparing and pre-processing data, using the k-mean algorithm, segmentation customers and future marketing strategies and recommendations are discussed and eventually using the theory of the possibility, the possibility and requirement for the proposal to be considered, and each of the recommendations or strategies are given numbers with the name of the possibility and necessity of the system output, and a more favorable proposal is obtained.
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Jovović, Milorad, Bojana Femić-Radosavović, and Milena Lipovina-Božović. "Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro." Journal of Central Banking Theory and Practice 6, no. 2 (May 1, 2017): 65–76. http://dx.doi.org/10.1515/jcbtp-2017-0013.
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Abstract The logic that customer satisfaction is the starting point of marketing and business activities is based on the assumption that customer satisfaction leads to customer loyalty, keeping in mind all of the positive effects that customer loyalty has on business success of an organization. Because of this, marketing and management theory and practice dedicate particular attention to the concepts of customer satisfaction and loyalty. In this paper we will use the surveys of customers of banking services not only to show the levels of their satisfaction and loyalty, but also to make a comparative analysis of data obtained through online and offline research. This approach was made possible because the research was carried out on a sample which was divided in two groups. All of the participants answered the questions from a unique questionnaire, however, one group took the survey via the Internet (online) while data from the other group of participants was collected in the field by using printed questionnaires (offline). The findings of the comparative analysis of online and offline survey results are presented in the final part of the paper.
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Tarigan, Evelyne Vagittha br, and Khairina Tambunan. "Analisis Faktor yang Mempengaruhi Minat Nasabah Bank dalam Menggunakan Mobile Banking di Bank Syariah Indonesia Kcp Stabat Proklamasi." Regress: Journal of Economics & Management 2, no. 1 (October 17, 2022): 85–90. http://dx.doi.org/10.57251/reg.v2i1.284.
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Technology has a huge influence on people's lives wherever they are. One of them is the internet, the development of the internet is used by banks to develop their services. The development of services carried out by banks using technology in the form of mobile banking based on mobile phones or can be said to be phone banking, using ATM, credit cards and others has become a must for banks in Indonesia to increase their target market. At present, mobile banking is the main point and a good operational strategy for banks to improve their services. The purpose of this analysis is to find out what factors influence the interest of bank customers in using mobile banking and what strategies are used to increase customer interest and whether mobile banking can be a marketing strategy to increase customer growth at Bank Syariah Indonesia KCP Stabat Proklamasi. The method of data collection is done by asking questions or can be said to be a questionnaire.