The purpose of this study is to investigate the influence of perceived service quality on customers’ repeated purchases in restaurants in the city of Yaoundé Cameroon. Data was drawn through a self-administered questionnaire distributed to a sample of 71 restaurant customers in the city of Yaoundé drawn through simple random sampling. Multiple linear regression was employed to test the study hypothesis. The study findings revealed that perceived service quality variables: Tangibles and Intangibles perceived service quality has a positive and significant influence on customers’ repeated purchases in restaurants in the city of Yaoundé. By implication, restaurants operators to ensure increased customers loyalty should capitalize on, its physical evidence, employee’s appearance, reliability, responsiveness, trustworthiness, and assurance of client. Nevertheless, given that clients often compare the quality of services with the price, it will be necessary to add price as a new dimension of service quality in future researches. Also, researchers should attempt to test this model in new fields and with a larger sample size to test its reliability.
{"title":"Perceived Service Quality and Customers Repeated Purchase Intentions in Cameroon Restaurants.","authors":"Diangha Sylvanus Ngoata, Chin Cynthia Suiven","doi":"10.7176/jmcr/82-07","DOIUrl":"https://doi.org/10.7176/jmcr/82-07","url":null,"abstract":"The purpose of this study is to investigate the influence of perceived service quality on customers’ repeated purchases in restaurants in the city of Yaoundé Cameroon. Data was drawn through a self-administered questionnaire distributed to a sample of 71 restaurant customers in the city of Yaoundé drawn through simple random sampling. Multiple linear regression was employed to test the study hypothesis. The study findings revealed that perceived service quality variables: Tangibles and Intangibles perceived service quality has a positive and significant influence on customers’ repeated purchases in restaurants in the city of Yaoundé. By implication, restaurants operators to ensure increased customers loyalty should capitalize on, its physical evidence, employee’s appearance, reliability, responsiveness, trustworthiness, and assurance of client. Nevertheless, given that clients often compare the quality of services with the price, it will be necessary to add price as a new dimension of service quality in future researches. Also, researchers should attempt to test this model in new fields and with a larger sample size to test its reliability.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123719826","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}
Both the government of Uganda and Jumia Uganda effectively used the Covid-19 pandemic lockdown measures of 2020 to promote e-commerce services. This study adopted a qualitative research methodology. The researcher elicited random responses over a Facebook page regarding consumer experience using Jumia Uganda during the lockdown. The study engaged a population size of about 5,000 persons and a target sample size of 100 participants on Facebook of which 50 persons responded. The study found that 66% of the respondents had a bad experience using the Jumia Uganda platform compared to 34% who had a good experience. Although e-commerce was widely promoted and used, e-commerce service consumers had a bitter-sweet cocktail of experiences. Critical challenges of the business include: poor quality and counterfeit products, delivery challenges, high cost of shipping and pricing of products, cancellation, return, refund, repurchase challenges, and lack of an effective dispute resolution mechanism. The study recommends the improvement of the delivery mechanisms, quality verification, and certification process, and the creation of an online dispute resolution mechanism to boost consumer confidence and interest in e-commerce.
{"title":"E-Commerce During COVID-19 Lockdown 2020: Challenges and Opportunities For Consumer Rights In Uganda","authors":"Candia Emmanuel","doi":"10.7176/jmcr/82-06","DOIUrl":"https://doi.org/10.7176/jmcr/82-06","url":null,"abstract":"Both the government of Uganda and Jumia Uganda effectively used the Covid-19 pandemic lockdown measures of 2020 to promote e-commerce services. This study adopted a qualitative research methodology. The researcher elicited random responses over a Facebook page regarding consumer experience using Jumia Uganda during the lockdown. The study engaged a population size of about 5,000 persons and a target sample size of 100 participants on Facebook of which 50 persons responded. The study found that 66% of the respondents had a bad experience using the Jumia Uganda platform compared to 34% who had a good experience. Although e-commerce was widely promoted and used, e-commerce service consumers had a bitter-sweet cocktail of experiences. Critical challenges of the business include: poor quality and counterfeit products, delivery challenges, high cost of shipping and pricing of products, cancellation, return, refund, repurchase challenges, and lack of an effective dispute resolution mechanism. The study recommends the improvement of the delivery mechanisms, quality verification, and certification process, and the creation of an online dispute resolution mechanism to boost consumer confidence and interest in e-commerce.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"219 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124325325","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 examined effect of Electronic Service Quality on online Customer satisfaction in Deposit Money Banks in Nigeria. Its aim was to assess the level of relationship between e-service quality and customer satisfaction of deposit money banks in Nigeria. In line with the objective of the study, four null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on resource base and sustainable theories. The study adopted quasi-experimental research design. The population size was drawn from the customer of quoted deposit money banks with international authorization in Nigeria. A sample size of 384 customers was obtained using Krejcie and Morgan formula. A probability simple random sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Frequency, percentages, bar and pie charts were used in analysing both the demographic data of the respondents, mean and standard deviation to answer research questions, while Spearman rank order correlation coefficient was employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between customization and repurchase intension, customization and referral, customer support and repurchase intention, customer support and referral of deposits money bank in Nigeria. It was concluded that, when the quality of e-service is improved in deposit money banks; it increases customer satisfaction. It was therefore recommended amongst others that, online banking applications should be made easier for customers to make use of. The websites should be developed to suit individual needs; more awareness and sensitization programmers’ should be given to customers on the need for e-service banking. The benefits should be emphasized continuously.
{"title":"The Effect of E-Service Quality on Online Customer Satisfaction in Nigeria: A Study of Deposit Money Banks","authors":"Osagie Leslie Uwabor","doi":"10.7176/jmcr/82-03","DOIUrl":"https://doi.org/10.7176/jmcr/82-03","url":null,"abstract":"The study examined effect of Electronic Service Quality on online Customer satisfaction in Deposit Money Banks in Nigeria. Its aim was to assess the level of relationship between e-service quality and customer satisfaction of deposit money banks in Nigeria. In line with the objective of the study, four null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on resource base and sustainable theories. The study adopted quasi-experimental research design. The population size was drawn from the customer of quoted deposit money banks with international authorization in Nigeria. A sample size of 384 customers was obtained using Krejcie and Morgan formula. A probability simple random sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Frequency, percentages, bar and pie charts were used in analysing both the demographic data of the respondents, mean and standard deviation to answer research questions, while Spearman rank order correlation coefficient was employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between customization and repurchase intension, customization and referral, customer support and repurchase intention, customer support and referral of deposits money bank in Nigeria. It was concluded that, when the quality of e-service is improved in deposit money banks; it increases customer satisfaction. It was therefore recommended amongst others that, online banking applications should be made easier for customers to make use of. The websites should be developed to suit individual needs; more awareness and sensitization programmers’ should be given to customers on the need for e-service banking. The benefits should be emphasized continuously.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134189066","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 feelings that accompany the use of a product often determines people’s continual usage of a particular brand or otherwise. Thus, this study examined the influence of costumer perception in a fast-food Restaurant business through auditory/music marketing strategy. The study area covers all the Crunches fast-food Restaurants in South East, Nigeria. The study was further restricted to the ones in Imo State. The population of the study is made up of all the customers of Crunches fast-food Restaurant in Owerri, Imo State. Sample size of 105 derived through convenience sampling technique was used for the study. Data were collected from a sample size of 105 customers comprising of 80 customers in the restaurant and 10 staff members of the restaurant. Interview was conducted on 15 customers on the basis of availability. The study employed simple frequency statistics, and t-test to test the hypotheses formulated. Content analysis was used for the interview data. The findings of the study show among other things that; music has influence on majority of the customers who found music in the restaurant to be exciting, enjoying and relaxing; this according to the results of the study makes the customers to also spend more time in the restaurants as well as maintain regular consumption or patronage of the restaurant for breakfast, lunch and dinner.
{"title":"Influencing Costumer Perception in a Restaurant Business through Auditory/Music Marketing Strategies","authors":"Adangozi Gold Ikwundu","doi":"10.7176/jmcr/82-02","DOIUrl":"https://doi.org/10.7176/jmcr/82-02","url":null,"abstract":"The feelings that accompany the use of a product often determines people’s continual usage of a particular brand or otherwise. Thus, this study examined the influence of costumer perception in a fast-food Restaurant business through auditory/music marketing strategy. The study area covers all the Crunches fast-food Restaurants in South East, Nigeria. The study was further restricted to the ones in Imo State. The population of the study is made up of all the customers of Crunches fast-food Restaurant in Owerri, Imo State. Sample size of 105 derived through convenience sampling technique was used for the study. Data were collected from a sample size of 105 customers comprising of 80 customers in the restaurant and 10 staff members of the restaurant. Interview was conducted on 15 customers on the basis of availability. The study employed simple frequency statistics, and t-test to test the hypotheses formulated. Content analysis was used for the interview data. The findings of the study show among other things that; music has influence on majority of the customers who found music in the restaurant to be exciting, enjoying and relaxing; this according to the results of the study makes the customers to also spend more time in the restaurants as well as maintain regular consumption or patronage of the restaurant for breakfast, lunch and dinner.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133653553","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 focuses on analysing the factors affecting the decision and the level of onion output market participation among smallholder onion producers at Fentale district . Samples of 180 onion producer households were selected through multi-stage random sampling from three kebeles of Fentale district. The study employed both quantitative and qualitative methods of data collection. Quantitative data collected from sample households were analysed by descriptive and double hurdle model while qualitative analysed by narration. The result from the 1 st phase of the double hurdle, probit regression, revealed that sex of household head, onion farming experience, total farm holding, farm allocated for onion production, credit access, access to extension and market information were statistically significant and influence households onion market participation decision. The finding from the 2 nd phase of the hurdle model, truncated regression, show the age of household head, sex of household head, farm allocated to onion, irrigation access, number of oxen owned and distance to the nearest market were variables influencing smallholder onion market participation level and statistically significant. Finally it is recommended that the Government organizations and other responsible bodies should ensure the equal distribution of irrigation water for both upper and lower streams, strengthen inputs supply chains, and strengthen producers’ cooperation.
{"title":"Determinants of Onion Output Market Participation Level Among Smallholder Farming Households: The Case of Fentale District, Oromia Regional State, Ethiopia","authors":"Tesfaye Tura","doi":"10.7176/jmcr/82-01","DOIUrl":"https://doi.org/10.7176/jmcr/82-01","url":null,"abstract":"This study focuses on analysing the factors affecting the decision and the level of onion output market participation among smallholder onion producers at Fentale district . Samples of 180 onion producer households were selected through multi-stage random sampling from three kebeles of Fentale district. The study employed both quantitative and qualitative methods of data collection. Quantitative data collected from sample households were analysed by descriptive and double hurdle model while qualitative analysed by narration. The result from the 1 st phase of the double hurdle, probit regression, revealed that sex of household head, onion farming experience, total farm holding, farm allocated for onion production, credit access, access to extension and market information were statistically significant and influence households onion market participation decision. The finding from the 2 nd phase of the hurdle model, truncated regression, show the age of household head, sex of household head, farm allocated to onion, irrigation access, number of oxen owned and distance to the nearest market were variables influencing smallholder onion market participation level and statistically significant. Finally it is recommended that the Government organizations and other responsible bodies should ensure the equal distribution of irrigation water for both upper and lower streams, strengthen inputs supply chains, and strengthen producers’ cooperation.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"109 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115563199","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}
There has been tremendous growth in online shopping globally, with many people transacting online boosted with increased internet penetration. The use of online transactions has recently increased in lowand middle-income countries. Kenya is one of the countries where online shopping is growing, boosted by an online and mobile money payment. Despite the growth, the online customers characteristics, preference behaviour and how it affects their online shopping intentions have rarely been explored. Besides, the factors that influence their online shopping preference behaviour are unknown due to a dearth of data.This study sought to characterise patterns of online shopping activities and determine factors influencing the online shopping preference behaviour in Kenya and how online shopping preference behaviour influences intention to shop online. This cross-sectional study was conducted among 225 conveniently recruited adults in Kenya who had ever bought a product online six months prior to the study. An online semi-structured questionnaire was used to collect data, and analysis was done using IBM Statistical Package for Social Sciences (SPSS) version 26.0. For descriptive statistics, frequencies and percentages were used for categorical variables and mean for Likert scale data. Cronbach Alpha was used to assess the reliability of the Likert scales. A correlation analysis was carried out before multivariate linear regression to determine the factors influencing consumer preference behaviour and online purchase intention. A P-value of < 0.05 was considered statistically significant.Of the 225 participants, 55.1% were male, 179 (79.6%) had a university level of education, and 106 (47.1%) had formal employment. Most (55.6%) used mobile phones apps to access online shopping platforms. Only 51 (22.7%) shopped online frequently, 70.2% had shopped from more than one platform. Electronics (45.8%) and clothing (20.1%) were the most purchase products online, with "Mpesa" (mobile money payment) being the most used payment method for online shopping (57.3%). On multivariate analysis, the convenience of online shopping, online shopping security, peer influence, and affordability were the statistically significant determinants of online shopping preference behaviour (P-value < 0.05). Preference behaviour was, in turn, a significant predictor of intention to shop online (P-value < 0.001). In conclusion, online shopping in Kenya was used mainly by educated and working people who were more literate with higher incomes. Convenience, security, peer influence and affordability were key determinants of online preference behaviour; hence aspects that online marketers can focus on when venturing into the Kenyan online market to attract customers.
全球网上购物有了巨大的增长，随着互联网普及率的提高，许多人在网上进行交易。在线交易的使用最近在低收入和中等收入国家有所增加。在网络和移动支付的推动下，肯尼亚是网络购物正在增长的国家之一。尽管增长，网上顾客的特点，偏好行为，以及如何影响他们的网上购物意愿很少被探索。此外，由于缺乏数据，影响其网上购物偏好行为的因素尚不清楚。本研究试图描述网上购物活动的模式，并确定影响肯尼亚网上购物偏好行为的因素，以及网上购物偏好行为如何影响网上购物的意愿。这项横断面研究是在225名肯尼亚方便招募的成年人中进行的，他们在研究前六个月曾在网上购买过产品。使用在线半结构化问卷收集数据，并使用IBM Statistical Package for Social Sciences (SPSS) 26.0版本进行分析。对于描述性统计，分类变量使用频率和百分比，李克特量表数据使用平均值。采用Cronbach Alpha评估Likert量表的信度。在多元线性回归之前进行相关分析，以确定消费者偏好行为和在线购买意愿的影响因素。p值< 0.05认为有统计学意义。在225名参与者中，55.1%为男性，179人(79.6%)受过大学教育，106人(47.1%)有正式工作。大多数人(55.6%)使用手机应用程序访问在线购物平台。只有51人(22.7%)经常在网上购物，70.2%的人在多个平台上购物。电子产品(45.8%)和服装(20.1%)是网上购物最多的产品，而“移动支付”(Mpesa)是网上购物最常用的支付方式(57.3%)。在多变量分析中，网上购物的便利性、网上购物的安全性、同伴影响和可负担性是网上购物偏好行为的统计学显著决定因素(p值< 0.05)。偏好行为反过来又成为网上购物意向的重要预测因子(p值< 0.001)。总之，肯尼亚的网上购物主要是由受过教育和工作的人使用的，他们更有文化，收入更高。便利、安全、同伴影响和可负担性是网络偏好行为的关键决定因素;因此，在线营销人员在冒险进入肯尼亚在线市场以吸引客户时可以关注这些方面。
{"title":"Online Shopping Characteristics and Its Determinants Among Online Shoppers in Kenya","authors":"Abdulrahman Noor Mohamed, L. Hongmin","doi":"10.7176/jmcr/82-04","DOIUrl":"https://doi.org/10.7176/jmcr/82-04","url":null,"abstract":"There has been tremendous growth in online shopping globally, with many people transacting online boosted with increased internet penetration. The use of online transactions has recently increased in lowand middle-income countries. Kenya is one of the countries where online shopping is growing, boosted by an online and mobile money payment. Despite the growth, the online customers characteristics, preference behaviour and how it affects their online shopping intentions have rarely been explored. Besides, the factors that influence their online shopping preference behaviour are unknown due to a dearth of data.This study sought to characterise patterns of online shopping activities and determine factors influencing the online shopping preference behaviour in Kenya and how online shopping preference behaviour influences intention to shop online. This cross-sectional study was conducted among 225 conveniently recruited adults in Kenya who had ever bought a product online six months prior to the study. An online semi-structured questionnaire was used to collect data, and analysis was done using IBM Statistical Package for Social Sciences (SPSS) version 26.0. For descriptive statistics, frequencies and percentages were used for categorical variables and mean for Likert scale data. Cronbach Alpha was used to assess the reliability of the Likert scales. A correlation analysis was carried out before multivariate linear regression to determine the factors influencing consumer preference behaviour and online purchase intention. A P-value of < 0.05 was considered statistically significant.Of the 225 participants, 55.1% were male, 179 (79.6%) had a university level of education, and 106 (47.1%) had formal employment. Most (55.6%) used mobile phones apps to access online shopping platforms. Only 51 (22.7%) shopped online frequently, 70.2% had shopped from more than one platform. Electronics (45.8%) and clothing (20.1%) were the most purchase products online, with \"Mpesa\" (mobile money payment) being the most used payment method for online shopping (57.3%). On multivariate analysis, the convenience of online shopping, online shopping security, peer influence, and affordability were the statistically significant determinants of online shopping preference behaviour (P-value < 0.05). Preference behaviour was, in turn, a significant predictor of intention to shop online (P-value < 0.001). In conclusion, online shopping in Kenya was used mainly by educated and working people who were more literate with higher incomes. Convenience, security, peer influence and affordability were key determinants of online preference behaviour; hence aspects that online marketers can focus on when venturing into the Kenyan online market to attract customers.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"44 12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129752636","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}
Artificial intelligence is nowadays transforming the industries all around the world. Many businesses are confused whether investing in that new technology and taking a part of this race or taking the risk of losing a competitive advantage in the market. According to data, artificial intelligence AI will lead to an estimated $15.7 trillion, which is 26% increase in global GDP by 2030. This study shows the impact of AI on businesses especially the benefits and ethical challenges by analyzing data collected from a sample of more than 100 random people.
{"title":"The impact of artificial intelligence on business: benefits and ethical challenges on customer level","authors":"F. Bezzazi","doi":"10.7176/jmcr/81-06","DOIUrl":"https://doi.org/10.7176/jmcr/81-06","url":null,"abstract":"Artificial intelligence is nowadays transforming the industries all around the world. Many businesses are confused whether investing in that new technology and taking a part of this race or taking the risk of losing a competitive advantage in the market. According to data, artificial intelligence AI will lead to an estimated $15.7 trillion, which is 26% increase in global GDP by 2030. This study shows the impact of AI on businesses especially the benefits and ethical challenges by analyzing data collected from a sample of more than 100 random people.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125521081","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}
Sport consumers purchase products or services online based on several factors. In particular, psychological distance is a significant factor that affects decision making, and it is important to understand how multiple dimensions of psychological distance influence sport consumers’ purchase intentions. Therefore, the purpose of the study was to examine the different impact of social, temporal, and spatial distance on sport consumers’ purchase intentions online. An online experimental survey was employed and 103 samples were collected from college students in Midwest area. Analysis of variance was conducted and the findings showed different effects of psychological distance on sport consumers’ purchase intentions online between social distance and temporal distance, and social distance and spatial distance. This study provides sport marketer with practical information about online marketing strategies.
{"title":"The Effects of Psychological Distance on Sport Consumers’ Purchase Intentions","authors":"Geumchan Hwang","doi":"10.7176/jmcr/80-03","DOIUrl":"https://doi.org/10.7176/jmcr/80-03","url":null,"abstract":"Sport consumers purchase products or services online based on several factors. In particular, psychological distance is a significant factor that affects decision making, and it is important to understand how multiple dimensions of psychological distance influence sport consumers’ purchase intentions. Therefore, the purpose of the study was to examine the different impact of social, temporal, and spatial distance on sport consumers’ purchase intentions online. An online experimental survey was employed and 103 samples were collected from college students in Midwest area. Analysis of variance was conducted and the findings showed different effects of psychological distance on sport consumers’ purchase intentions online between social distance and temporal distance, and social distance and spatial distance. This study provides sport marketer with practical information about online marketing strategies.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"68 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133867122","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 banking sector becoming a very much competitive sector in Bangladesh. Day by day this competition is increasing. At present, there are 6 government commercial banks, 43 private commercial banks, 9 foreign banks, and 3 state-owned specialized banks are operating in Bangladesh. This research study is mainly conducted to find out the impact of customer perception on government commercial banks' positioning. The researcher tried to find out what customers think, what customers want from the government commercial banks, what must be changed to retain existing customers and attracting new customers, what services must be added comparatively to the private commercial banks and providing some recommendations are the main objectives of this research study. Here the researcher conducts a research survey over 100 respondents who are customers of government commercial banks for collecting primary data. The researcher also collects secondary data from different websites, books, and journals, and research papers. SPSS has been used for analyzing collected data for descriptive statistics, correlation analysis, hypothesis testing, and other general analysis. From the research study, it has found that customers are not happy with employee's behavior, ATM services of government commercial banks, number of ATM booths. They want more promotional advertisements from government commercial banks, more professionalism from the employees of government commercial banks, more simplicity in account opening and loan getting procedure. The researcher has found that customers have faith and believe in government commercial banks but as most of the time they do not get quick services from the government commercial bank so negative positioning is creating in consumer minds that will not be good for government commercial banks in the long run for their positioning as well as for their profitability. Government commercial banks, private commercial banks.
{"title":"An Analysis of the Impact of Customer Perception on Commercial Banks Positioning: A Study on Government Commercial Banks","authors":"Asifa Nargis, Gourab Chakma, Kamrul Hossain","doi":"10.7176/jmcr/80-04","DOIUrl":"https://doi.org/10.7176/jmcr/80-04","url":null,"abstract":"The banking sector becoming a very much competitive sector in Bangladesh. Day by day this competition is increasing. At present, there are 6 government commercial banks, 43 private commercial banks, 9 foreign banks, and 3 state-owned specialized banks are operating in Bangladesh. This research study is mainly conducted to find out the impact of customer perception on government commercial banks' positioning. The researcher tried to find out what customers think, what customers want from the government commercial banks, what must be changed to retain existing customers and attracting new customers, what services must be added comparatively to the private commercial banks and providing some recommendations are the main objectives of this research study. Here the researcher conducts a research survey over 100 respondents who are customers of government commercial banks for collecting primary data. The researcher also collects secondary data from different websites, books, and journals, and research papers. SPSS has been used for analyzing collected data for descriptive statistics, correlation analysis, hypothesis testing, and other general analysis. From the research study, it has found that customers are not happy with employee's behavior, ATM services of government commercial banks, number of ATM booths. They want more promotional advertisements from government commercial banks, more professionalism from the employees of government commercial banks, more simplicity in account opening and loan getting procedure. The researcher has found that customers have faith and believe in government commercial banks but as most of the time they do not get quick services from the government commercial bank so negative positioning is creating in consumer minds that will not be good for government commercial banks in the long run for their positioning as well as for their profitability. Government commercial banks, private commercial banks.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"61 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126382582","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 is aimed to explore the impact of relationship marketing dimensions (trust, commitment, conflict handling, and empathy) on customer loyalty, by focusing on the commercial Bank of Ethiopia in Dessie town. A theoretical framework was used as a guideline to test the relationships between relationship marketing dimensions and customer loyalty. A quantitative method which is cross-sectional with deductive approach is applied in this study. In order to gather data, a self-administered questionnaire is designed and was randomly given to the customers of commercial Bank of Ethiopia in Dessie town. Semistructured interview questions are prepared to get information from the organization which is analyzed qualitatively. The finding of the study shows that relationship marketing dimensions have impact on customer loyalty. All the independent variables are positively and directly related to customer loyalty particularly in commercial Bank of Ethiopia in Dessie town and in general in banking industry. The relationship between relationship marketing and customer loyalty is significant. Therefore, banks should make the whole system on work with customers, and also they are expected to invest more on attracting new customers and retaining the existed ones with regard to relationship marketing to increase customer loyalty.
{"title":"The Impact of Relationship Marketing on Customer Loyalty in Banking Industry, the Case of Commercial Bank Branches in Dessie Town","authors":"Fuad Beshir","doi":"10.7176/jmcr/80-01","DOIUrl":"https://doi.org/10.7176/jmcr/80-01","url":null,"abstract":"This study is aimed to explore the impact of relationship marketing dimensions (trust, commitment, conflict handling, and empathy) on customer loyalty, by focusing on the commercial Bank of Ethiopia in Dessie town. A theoretical framework was used as a guideline to test the relationships between relationship marketing dimensions and customer loyalty. A quantitative method which is cross-sectional with deductive approach is applied in this study. In order to gather data, a self-administered questionnaire is designed and was randomly given to the customers of commercial Bank of Ethiopia in Dessie town. Semistructured interview questions are prepared to get information from the organization which is analyzed qualitatively. The finding of the study shows that relationship marketing dimensions have impact on customer loyalty. All the independent variables are positively and directly related to customer loyalty particularly in commercial Bank of Ethiopia in Dessie town and in general in banking industry. The relationship between relationship marketing and customer loyalty is significant. Therefore, banks should make the whole system on work with customers, and also they are expected to invest more on attracting new customers and retaining the existed ones with regard to relationship marketing to increase customer loyalty.","PeriodicalId":246571,"journal":{"name":"Journal of Marketing and Consumer Research","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126379275","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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