The study investigated the effects of bank customers’ complaints handling on customers satisfaction in the selected Banks in Enugu – Nigeria. Survey method with the aid of questionnaire was used to elicit relevant data from a sample of 357 respondents within the area of the study. Data obtained were presented and analysed using statistical package for social science (SPSS) version 23. The hypotheses for the study were tested and findings showed that Banks responsiveness to complaints by customers, service guarantee and recovery has significant and positive effect on bank customers’ satisfaction. It was therefore concluded that service complaints resolutions significantly effect customers’ satisfaction positively. The study recommended that organization should exert quick response to customers’ complaint, engage in effective guarantee and service recovery to build customers confidence, satisfaction, trust and gain their patronage and loyalty. Keywords: Effects, complaint Handling, responsiveness, guarantee, Service recovery, satisfaction DOI: 10.7176/JMCR/67-05 Publication date: April 30 th 2020
{"title":"Bank Service Complaint Handling: Effects on Bank Customers’ Satisfaction in Nigeria","authors":"Obasi K. Obasi, J. Abugu, Amaechi M. Chukwu","doi":"10.7176/jmcr/67-05","DOIUrl":"https://doi.org/10.7176/jmcr/67-05","url":null,"abstract":"The study investigated the effects of bank customers’ complaints handling on customers satisfaction in the selected Banks in Enugu – Nigeria. Survey method with the aid of questionnaire was used to elicit relevant data from a sample of 357 respondents within the area of the study. Data obtained were presented and analysed using statistical package for social science (SPSS) version 23. The hypotheses for the study were tested and findings showed that Banks responsiveness to complaints by customers, service guarantee and recovery has significant and positive effect on bank customers’ satisfaction. It was therefore concluded that service complaints resolutions significantly effect customers’ satisfaction positively. The study recommended that organization should exert quick response to customers’ complaint, engage in effective guarantee and service recovery to build customers confidence, satisfaction, trust and gain their patronage and loyalty. Keywords: Effects, complaint Handling, responsiveness, guarantee, Service recovery, satisfaction DOI: 10.7176/JMCR/67-05 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"74 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124528147","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The purpose of the study is to identify the link between the Integrated Marketing Communication and service quality in the banking industry in Albania. The focus of the study is the impact that the promotion mix chosen by commercial banks in Albania has to the perceived service quality by customers. Commercial banks in Albania are facing to a growing competition and an environment that is constantly changing. Consumers and their growing needs, dynamic environment, force organizations operating in the banking industry in Albania to apply marketing practices that affect the customer perceived quality of services offered. The promotion mix is one of the elements which is increasingly applied by commercial banks in Albania in order to influence consumers and achieve their objectives. The impact of the promotional mix in the customer perceived quality is the focus of study. To achieve the objective of the study, as an instrument for collecting primary data are used 200 questionnaires with data from customers of commercial banks received in the study. These data integrated with existing literature and studies served as a basis for study. In this study is evidenced a close relationship between the elements of the promotional mix applied by commercial banks in Albania and the service quality perceived by customers. Integrated Marketing Communication applied by commercial banks in Albania has a positive impact on the service quality perceived by customers. Keywords: Banking services, promotion, service quality DOI: 10.7176/JMCR/67-09 Publication date: April 30 th 2020
{"title":"Marketing communication and banking service industry","authors":"Gëzim Simoni, Arjan Abazi","doi":"10.7176/jmcr/67-09","DOIUrl":"https://doi.org/10.7176/jmcr/67-09","url":null,"abstract":"The purpose of the study is to identify the link between the Integrated Marketing Communication and service quality in the banking industry in Albania. The focus of the study is the impact that the promotion mix chosen by commercial banks in Albania has to the perceived service quality by customers. Commercial banks in Albania are facing to a growing competition and an environment that is constantly changing. Consumers and their growing needs, dynamic environment, force organizations operating in the banking industry in Albania to apply marketing practices that affect the customer perceived quality of services offered. The promotion mix is one of the elements which is increasingly applied by commercial banks in Albania in order to influence consumers and achieve their objectives. The impact of the promotional mix in the customer perceived quality is the focus of study. To achieve the objective of the study, as an instrument for collecting primary data are used 200 questionnaires with data from customers of commercial banks received in the study. These data integrated with existing literature and studies served as a basis for study. In this study is evidenced a close relationship between the elements of the promotional mix applied by commercial banks in Albania and the service quality perceived by customers. Integrated Marketing Communication applied by commercial banks in Albania has a positive impact on the service quality perceived by customers. Keywords: Banking services, promotion, service quality DOI: 10.7176/JMCR/67-09 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131798442","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study was conducted in Boricha district to examine the performance of a common bean seed market and determinants of bean seed supplied to the market. In Ethiopia, seed sector analyses have focused on generic marketing and production processes. However, sector-specific studies are important to measure the different economic aspects of production and productivity. The data was collected from 140 bean seed-producers by using an interview schedule. Descriptive statistics and multiple linear regression models (MLR) were used to analyze the data. Four bean seed marketing channels were identified. A high volume of 1179 quintals of bean seed was marketed through the producers-primary cooperatives-unions-governments-consumers channel and the lowest quantity of 378 quintals were marketed through the producers-local collectors-wholesalers-retailers-consumers channel. Among all actors in the chain, 47% of gross profit generated by producers. Government-owned organizations that are responsible for moving seed from different marketers to farmers have generated a minimum gross profit of 2.5%. The MLR result indicated that educational status (p<0.01), farm gates price expectation (p<0.05), access to market price information (p<0.01) and farm experience (p<0.01) significantly determined the marketed supply of bean seed. Therefore, adequate functional adult education, timely and accurate market price information and farm experience skill development are policy directions towards improving the farmers’ market participation. Keywords: Bean seed, multiple linear regressions, Channels, marketed supply, generic, sector-specific DOI: 10.7176/JMCR/67-03 Publication date: April 30 th 2020
{"title":"Economics of Common Bean (Phaseolus Vulgaris L) Seed Marketing By Smallholders Producers in Boricha District, Sidama Zone, Southern Ethiopia","authors":"T. Galgalo","doi":"10.7176/jmcr/67-03","DOIUrl":"https://doi.org/10.7176/jmcr/67-03","url":null,"abstract":"This study was conducted in Boricha district to examine the performance of a common bean seed market and determinants of bean seed supplied to the market. In Ethiopia, seed sector analyses have focused on generic marketing and production processes. However, sector-specific studies are important to measure the different economic aspects of production and productivity. The data was collected from 140 bean seed-producers by using an interview schedule. Descriptive statistics and multiple linear regression models (MLR) were used to analyze the data. Four bean seed marketing channels were identified. A high volume of 1179 quintals of bean seed was marketed through the producers-primary cooperatives-unions-governments-consumers channel and the lowest quantity of 378 quintals were marketed through the producers-local collectors-wholesalers-retailers-consumers channel. Among all actors in the chain, 47% of gross profit generated by producers. Government-owned organizations that are responsible for moving seed from different marketers to farmers have generated a minimum gross profit of 2.5%. The MLR result indicated that educational status (p<0.01), farm gates price expectation (p<0.05), access to market price information (p<0.01) and farm experience (p<0.01) significantly determined the marketed supply of bean seed. Therefore, adequate functional adult education, timely and accurate market price information and farm experience skill development are policy directions towards improving the farmers’ market participation. Keywords: Bean seed, multiple linear regressions, Channels, marketed supply, generic, sector-specific DOI: 10.7176/JMCR/67-03 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129413245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Through the study, the researchers would like to identify the influence of Web Design and Brand Impression on Purchase Interest of the costumers toward the online shopping site OLX.CO.ID. The research is conducted due to the improving interest among the e-commerce businessmen, including the OLX.CO.ID. Within the conduct of the study, the researchers employed two independent variables, namely Web Design and Brand Impression, and one dependent variable, namely Purchase Interest. Then, the respondents for the study were selected by implementing the purposive sampling technique; in total, there were 120 respondents that had been selected for the conduct of the study. The data that had been gathered from the respondents were analysed by using the Partial Least Square (PLS) technique. The results of the study show that Web Design has positive and significant influence on Purchase Interest with the significance value of probability 5.942 and, similarly, Brand Impression has positive and significant influence on Purchase Interest with the significance value of probability 5.059 for the online shopping site OLX.CO.ID. Keyword: Web Design, Brand Impression, Purchase Interest DOI: 10.7176/JMCR/67-07 Publication date: April 30 th 2020
{"title":"The Influence of Web Design and Brand Impression on Purchase Interest of Online Shopping Site OLX.CO.ID","authors":"E. S. Imaningsih, S. Rahmawati","doi":"10.7176/jmcr/67-07","DOIUrl":"https://doi.org/10.7176/jmcr/67-07","url":null,"abstract":"Through the study, the researchers would like to identify the influence of Web Design and Brand Impression on Purchase Interest of the costumers toward the online shopping site OLX.CO.ID. The research is conducted due to the improving interest among the e-commerce businessmen, including the OLX.CO.ID. Within the conduct of the study, the researchers employed two independent variables, namely Web Design and Brand Impression, and one dependent variable, namely Purchase Interest. Then, the respondents for the study were selected by implementing the purposive sampling technique; in total, there were 120 respondents that had been selected for the conduct of the study. The data that had been gathered from the respondents were analysed by using the Partial Least Square (PLS) technique. The results of the study show that Web Design has positive and significant influence on Purchase Interest with the significance value of probability 5.942 and, similarly, Brand Impression has positive and significant influence on Purchase Interest with the significance value of probability 5.059 for the online shopping site OLX.CO.ID. Keyword: Web Design, Brand Impression, Purchase Interest DOI: 10.7176/JMCR/67-07 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"116 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133912085","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The study focused on the analysis of production and marketing constraints of cotton among rural farmers in Arbaminch Zuria district of Southern Region of Ethiopia. A total of 68 respondents were interviewed using questionnaire. Data was analyzed using descriptive statistics to describe the socio-economic characteristics of the farmers and to identify major production and marketing constraints. The main production constraints noticed were inadequate knowledge of recommended packages and practices, non-availability of improved seed both in quality and quantity, lack of technical knowledge regarding the crop and insects, pests and disease attack. The main marketing constraints that hampered smallholder cotton producers were non-availability of reliable market information, price fluctuation, involvement of large number of intermediaries/ brokers in marketing, smallness of quantity to be sold, product absence of cooperatives among producers and lack of value addition in the seedcotton product. Given the high local demand for cotton and the potential for expansion, it is important to address these challenges for producers to benefit from market opportunities and increase their income. However, dealing with these challenges will require a whole value chain approach. Keywords : Cotton, Production, Marketing, Constraints, Smallholder producers, Arbaminch Zuria DOI: 10.7176/JMCR/67-01 Publication date: April 30 th 2020
{"title":"Production and Marketing Constraints of Cotton Under Smallholders: The Case of Arbaminch Zuria District, Southern Ethiopia","authors":"Getinet Belay","doi":"10.7176/jmcr/67-01","DOIUrl":"https://doi.org/10.7176/jmcr/67-01","url":null,"abstract":"The study focused on the analysis of production and marketing constraints of cotton among rural farmers in Arbaminch Zuria district of Southern Region of Ethiopia. A total of 68 respondents were interviewed using questionnaire. Data was analyzed using descriptive statistics to describe the socio-economic characteristics of the farmers and to identify major production and marketing constraints. The main production constraints noticed were inadequate knowledge of recommended packages and practices, non-availability of improved seed both in quality and quantity, lack of technical knowledge regarding the crop and insects, pests and disease attack. The main marketing constraints that hampered smallholder cotton producers were non-availability of reliable market information, price fluctuation, involvement of large number of intermediaries/ brokers in marketing, smallness of quantity to be sold, product absence of cooperatives among producers and lack of value addition in the seedcotton product. Given the high local demand for cotton and the potential for expansion, it is important to address these challenges for producers to benefit from market opportunities and increase their income. However, dealing with these challenges will require a whole value chain approach. Keywords : Cotton, Production, Marketing, Constraints, Smallholder producers, Arbaminch Zuria DOI: 10.7176/JMCR/67-01 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126205398","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study aims to determine the effect of brand awareness, perceived quality, brand association, and brand loyalty to brand equity. The object of this research is BreadLife's consumers in South Jakarta. The type of research used is explanatory research with quantitative approach. The data collection technique is done by non-probability sample technique, with sample selection using accidental sampling method. Samples are 230 respondents who are BreadLife consumers in South Jakarta. Data analysis used is descriptive analysis and Path analysis. Data analysis was done by using Partial Lest Square analysis with SmartPLS 3.0 program. The results showed that: brand awareness variables negatively affect and not significant to brand equity variable; perceived quality variable has positive and insignificant effect on brand equity; brand association variable has a positive and significant impact on brand equity; brand loyalty variable has a positive and significant effect on the brand equity. With it, BreadLife must continue to maintain the quality of its products and conduct promotions. Thus, consumers get to know their products and make customers loyal. Keywords: Product Quality, Service Quality, Customer Satisfaction, Customer Loyalty. DOI: 10.7176/JMCR/67-06 Publication date: April 30 th 2020
{"title":"Toward Brand Equity: The Effect of Brand Awareness, Perceived Quality, Brand Association, and Brand Loyalty in Boutique Bakery Company","authors":"E. S. Imaningsih, Yuli Vega","doi":"10.7176/jmcr/67-06","DOIUrl":"https://doi.org/10.7176/jmcr/67-06","url":null,"abstract":"This study aims to determine the effect of brand awareness, perceived quality, brand association, and brand loyalty to brand equity. The object of this research is BreadLife's consumers in South Jakarta. The type of research used is explanatory research with quantitative approach. The data collection technique is done by non-probability sample technique, with sample selection using accidental sampling method. Samples are 230 respondents who are BreadLife consumers in South Jakarta. Data analysis used is descriptive analysis and Path analysis. Data analysis was done by using Partial Lest Square analysis with SmartPLS 3.0 program. The results showed that: brand awareness variables negatively affect and not significant to brand equity variable; perceived quality variable has positive and insignificant effect on brand equity; brand association variable has a positive and significant impact on brand equity; brand loyalty variable has a positive and significant effect on the brand equity. With it, BreadLife must continue to maintain the quality of its products and conduct promotions. Thus, consumers get to know their products and make customers loyal. Keywords: Product Quality, Service Quality, Customer Satisfaction, Customer Loyalty. DOI: 10.7176/JMCR/67-06 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"64 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127738249","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study aims to determine the effect of celebrity endorsement, electronic word of mouth and customer satisfaction on consumer purchasing decisions. The population in this study were Miting Lobster visitors in Jakarta, the number of samples used in the questionnaire was 140 respondents. Data collection methods using survey methods, the research instrument is a questionnaire. The data analysis method uses Partial Least Square. This research proves that there is a significant influence between celebrity endorsement on purchasing decisions, there is no influence between the electronic word of mouth with purchasing decisions and there is a significant influence between customer satisfaction with purchasing decisions. Keywords: Miting Lobster, Celebrity Endorsement, Electronic Word Of Mouth, Customer Satisfaction, Purchasing Decision DOI: 10.7176/JMCR/67-04 Publication date: April 30 th 2020
{"title":"The Effect of Celebrity Endorsement, Electronic Word of Mouth, and Customer Satisfaction to Purchasing Decision","authors":"L. Nawangsari, C. C. Widayati, Aris Edo Crazy","doi":"10.7176/jmcr/67-04","DOIUrl":"https://doi.org/10.7176/jmcr/67-04","url":null,"abstract":"This study aims to determine the effect of celebrity endorsement, electronic word of mouth and customer satisfaction on consumer purchasing decisions. The population in this study were Miting Lobster visitors in Jakarta, the number of samples used in the questionnaire was 140 respondents. Data collection methods using survey methods, the research instrument is a questionnaire. The data analysis method uses Partial Least Square. This research proves that there is a significant influence between celebrity endorsement on purchasing decisions, there is no influence between the electronic word of mouth with purchasing decisions and there is a significant influence between customer satisfaction with purchasing decisions. Keywords: Miting Lobster, Celebrity Endorsement, Electronic Word Of Mouth, Customer Satisfaction, Purchasing Decision DOI: 10.7176/JMCR/67-04 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127055547","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The purpose of this paper is to explore the levels of trust within small and medium-scale enterprise export networks, using Ghana’s Export Associations (EAs) as a case study. Exploratory and case study designs were employed for the study. Besides, the study adopted the mixed-methods approach, involving the collection of qualitative data from 19 EAs via semi-structured interviews, and analysed thematically using Nvivo 12. Quantitative data was also collected from 259 SME exporters and statistically analysis (i.e. mean, standard deviation and correlation) was done using SPSS. The results indicated low trust between SME exporters and EA leaders (vertical trust). EA leaders had low trust for SME exporters regarding financial commitment; meeting attendance and sharing trade information. SME exporters had low trust for EA leadership in communicating information, adhering to promises, members’ interest and acting with equity. There was low trust among SME exporters (horizontal trust). Additionally, there was much more ‘horizontal trust’ than ‘vertical trust’ within EAs. The study provides a framework for analysing the effectiveness of SME export networks. Academics and policy-makers will find the results useful when analysing governance and relationships within export networks. This paper is significant in separately measuring trust within networks from vertical and horizontal perspectives. Keywords – Trust levels, Trust Theory, SME, Export Networks, and Export Associations DOI: 10.7176/JMCR/67-08 Publication date: April 30 th 2020
{"title":"Trust levels in SME Export Networks in Ghana","authors":"A. Martins","doi":"10.7176/jmcr/67-08","DOIUrl":"https://doi.org/10.7176/jmcr/67-08","url":null,"abstract":"The purpose of this paper is to explore the levels of trust within small and medium-scale enterprise export networks, using Ghana’s Export Associations (EAs) as a case study. Exploratory and case study designs were employed for the study. Besides, the study adopted the mixed-methods approach, involving the collection of qualitative data from 19 EAs via semi-structured interviews, and analysed thematically using Nvivo 12. Quantitative data was also collected from 259 SME exporters and statistically analysis (i.e. mean, standard deviation and correlation) was done using SPSS. The results indicated low trust between SME exporters and EA leaders (vertical trust). EA leaders had low trust for SME exporters regarding financial commitment; meeting attendance and sharing trade information. SME exporters had low trust for EA leadership in communicating information, adhering to promises, members’ interest and acting with equity. There was low trust among SME exporters (horizontal trust). Additionally, there was much more ‘horizontal trust’ than ‘vertical trust’ within EAs. The study provides a framework for analysing the effectiveness of SME export networks. Academics and policy-makers will find the results useful when analysing governance and relationships within export networks. This paper is significant in separately measuring trust within networks from vertical and horizontal perspectives. Keywords – Trust levels, Trust Theory, SME, Export Networks, and Export Associations DOI: 10.7176/JMCR/67-08 Publication date: April 30 th 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"95 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127664488","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
We investigated the effect of service quality on customers satisfaction as well as assessed the effects of restaurant image and customer satisfaction on behevioural intention of restaurant patrons in China. Data for the study was obtained from 329 sample restaurant patrons in the Jiangsu Province of china using structured questionnaires. The data for the study was analysed by the help of SPSS and SmartPLS software for the structural equation modeling analysis. Findings from this study found a direct and positive relationship between service quality and customer satisfaction, perceived value and restaurant image. Also, service quality had an indirect effect on customer satisfaction through perceived value and restaurant image. Additionally, the findings of this study revealed that, service quality, customer satisfaction and brand or restaurant image all have a positive impact on the behavioural intention of restaurant patrons. The study concludes that patronage or re-patronage intention of restaurant customers depends largely on the quality of service, customer satisfaction and restaurant image. As such, firms that need to carve niche for themselves in the hospitality industry must focus on building a strong and positive brand image that resonates with customers. The study proffered some recommendations for management of restaurants. Keywords: Service quality; Customer satisfaction; Restaurant image; Behavioural intention; Restaurant; China DOI: 10.7176/JMCR/66-05 Publication date: March 31 st 2020
{"title":"Factors Influencing Consumers’ Behavioural Intentions Towards Restaurant Patronage in China: A Structural Equation Modeling Approach","authors":"Mustafa Rashid Makassy, Qingfeng Meng","doi":"10.7176/jmcr/66-05","DOIUrl":"https://doi.org/10.7176/jmcr/66-05","url":null,"abstract":"We investigated the effect of service quality on customers satisfaction as well as assessed the effects of restaurant image and customer satisfaction on behevioural intention of restaurant patrons in China. Data for the study was obtained from 329 sample restaurant patrons in the Jiangsu Province of china using structured questionnaires. The data for the study was analysed by the help of SPSS and SmartPLS software for the structural equation modeling analysis. Findings from this study found a direct and positive relationship between service quality and customer satisfaction, perceived value and restaurant image. Also, service quality had an indirect effect on customer satisfaction through perceived value and restaurant image. Additionally, the findings of this study revealed that, service quality, customer satisfaction and brand or restaurant image all have a positive impact on the behavioural intention of restaurant patrons. The study concludes that patronage or re-patronage intention of restaurant customers depends largely on the quality of service, customer satisfaction and restaurant image. As such, firms that need to carve niche for themselves in the hospitality industry must focus on building a strong and positive brand image that resonates with customers. The study proffered some recommendations for management of restaurants. Keywords: Service quality; Customer satisfaction; Restaurant image; Behavioural intention; Restaurant; China DOI: 10.7176/JMCR/66-05 Publication date: March 31 st 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122572496","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study was aimed to identifying the major market channels, and examining the market structure and performance of vegetable market in Habru district, North Wollo Zone, Ethiopia. Both primary and secondary data were used for the study. Multi stage random sample techniques used to select 147 vegetable producer households and purposive sampling of 53 vegetable traders were used to generate the primary data. The structure and performance analysis result indicated that four firm’s concentration ratios (CR4) of onion and tomato traders in both Mersa and Woldia market indicates strongly oligopolistic vegetable market. Lack of capital is reported as the main barrier to entry particularly for collectors and wholesalers. Five different vegetable marketing channels are identified. Producers gross marketing margin is largest when they directly sell to consumers followed by when supplied directly to wholesaler and lowest when they supply through collectors. The study recommends the need to Enhance competition through promoting entrepreneur entry, facilitate farmers’ cooperative for collective marketing, and buildup producers bargaining power through market-oriented extension service. Keywords : Concentration ratio, Market performance, Margin DOI: 10.7176/JMCR/66-01 Publication date: March 31 st 2020
{"title":"Analysis of Vegetables Marketing Performance in Case of Habru District, North Wollo Zone, Ethiopia","authors":"E. Endris","doi":"10.7176/jmcr/66-01","DOIUrl":"https://doi.org/10.7176/jmcr/66-01","url":null,"abstract":"This study was aimed to identifying the major market channels, and examining the market structure and performance of vegetable market in Habru district, North Wollo Zone, Ethiopia. Both primary and secondary data were used for the study. Multi stage random sample techniques used to select 147 vegetable producer households and purposive sampling of 53 vegetable traders were used to generate the primary data. The structure and performance analysis result indicated that four firm’s concentration ratios (CR4) of onion and tomato traders in both Mersa and Woldia market indicates strongly oligopolistic vegetable market. Lack of capital is reported as the main barrier to entry particularly for collectors and wholesalers. Five different vegetable marketing channels are identified. Producers gross marketing margin is largest when they directly sell to consumers followed by when supplied directly to wholesaler and lowest when they supply through collectors. The study recommends the need to Enhance competition through promoting entrepreneur entry, facilitate farmers’ cooperative for collective marketing, and buildup producers bargaining power through market-oriented extension service. Keywords : Concentration ratio, Market performance, Margin DOI: 10.7176/JMCR/66-01 Publication date: March 31 st 2020","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116243283","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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