Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

The Effect of Service Quality on Customers’ Intention: A Case of Internet Service Provider in Malaysia

2019 ◽  
Vol 16 (11) ◽  
pp. 4706-4713
Author(s):  
Nopadol Burananuth ◽  
Panyarat Panthong ◽  
Sumalee Mephong
Keyword(s):  
Service Quality ◽  
Sample Size ◽  
Service Provider ◽  
General Public ◽  
Design Methodology ◽  
Internet Service Provider ◽  
Primary Data ◽  
Internet Service ◽  
Internet Users ◽  
The Relationship

Purpose—This study attempts to find the effect of service quality on internet service provider customers’ behavior. This study used primary data to examine the relationship between the service quality and the customers’ intention. Design/Methodology/Approach—The data in this research was collected from general public of Malaysia through survey based questionnaire. The data was analyzed using the PLS-SEM. The chosen population for conducting this research is internet users with the sample size of 305 respondents.

scholarly journals Service quality role on customer’s loyalty of Indonesia internet service provider during Covid-19

2020 ◽  
Vol 13 (2) ◽  
pp. 167
Author(s):  
Indira Rachmawati
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Information Quality ◽  
Internet Service Provider ◽  
Security And Privacy ◽  
Internet Service ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Network Quality

<p>The present study developed a conceptual research framework for potential predictors of loyalty to intention and loyalty to the action ofinternet service providers. This study examined whether customer loyalty of Indonesia service provider was related to service quality dimensions (namely network quality, customer service, information quality, security, and privacy) by providing empirical evidence of the relationship among there variables. Customer loyaltywas reflected by the indicators of loyalty to intention, loyalty to action, and willingness to recommend to others. This is to fill the research gap generated by the fact that many previous studies have only studied up to the intention phase and/or have jumped to the action phase without looking at the intention phase.  A quantitative approach through a questionnaire survey was conducted in primary data collection.Out of 400 internet service provider customers surveyed in this study that collected through internet online survey. The findings and results show: Firstly, network quality directly influences attitudinal loyalty. Secondly, customer service directly influences attitudinal loyalty. Thirdly, information quality directly influences attitudinal loyalty. Fourthly, securityand privacynot only directly influence attitudinal loyalty but also influence behavioral loyalty. Finally, attitudinal loyalty directly influences behavioral loyalty. The contribution to academicians interested in the same research topic was the conceptual model. It contributed to the understanding of the cognition-to action loyalty phase framework, also known as the four-stage loyalty phase framework.</p>

Social networking sites and customers’ attitude towards advertisements

2019 ◽  
Vol 13 (4) ◽  
pp. 477-491 ◽  
Author(s):  
Kaustav Mukherjee ◽  
Neelotpaul Banerjee
Keyword(s):  
Social Media ◽  
Social Networking ◽  
Social Networking Sites ◽  
Purchase Intention ◽  
Positive Attitude ◽  
Social Networking Site ◽  
Customer Engagement ◽  
Content Type ◽  
The Social ◽  
The Impact

Purpose The study aims to demonstrate the impact of social media users’ positive attitude towards the social networking sites (SNS) on the generation of a positive attitude towards social networking advertisements (SNA). A favourable attitude towards the SNA thus generated can positively influence brand attitude and purchase intention. Design/methodology/approach An online survey was conducted to collect relevant data using a structured questionnaire. Structural equation modelling was conducted using the statistical software AMOS 18. Findings Empirical analysis revealed the importance of brand advertisements on the social networks in inciting a positive attitude as well as a purchase intention for the brand in the SNS users’ minds. Research limitations/implications The study has been conducted in the Indian context using Facebook as a model social networking site. Practical implications Social media being one of the most popular and user-friendly platforms for regular communications, marketers are suggested to allocate a sizeable share of the advertising budget for social media advertisements and customer engagement so as to help build a positive attitude towards the advertised brand in the SNS users’ minds. Originality/value To the best of the authors’ knowledge, the impact of users’ positive evaluation of SNS as an effective communication medium, on the generation of a positive attitude towards the SNA, has been dealt for the first time here.

scholarly journals Perancangan Manajemen Bandwidth Dan Block Access Website Berdasarkan User Di Mikrotik Pada Ananda Islamic School

2020 ◽  
Vol 1 (2) ◽  
pp. 94-101
Author(s):  
Yuli Adi
Keyword(s):  
Social Media ◽  
Service Provider ◽  
Internet Service Provider ◽  
Bandwidth Management ◽  
Internet Service ◽  
Islamic School

Perkembangan jaringan komputer saat ini sangatlah berpengaruh terhadap kehidupan manusia, khususnya di dunia kerja maupun pendidikan. Hampir semua kegiatan sekarang membutuhkan jaringan komputer. Jaringan komputer dapat membantu manusia untuk bekerja secara maksimal dan efisien. Ananda Islamic School menggunakan ISP (Internet Service Provider) dari ATS (Asia Teknologi Solusi) dengan bandwidth 20 Mbps dimana semua user, termasuk Bod dan Kepala Sekolah memiliki hak akses penggunaan bandwidth yang sama terhadap jaringan internet sehingga akan terjadi kepadatan saat semua pengguna dalam lembaga tersebut mengakses internet secara intens dalam waktu bersamaan. Selain masalah bandwidth, terdapat masalah lain pada jaringan lembaga ini, yaitu adanya user yang menggunakan internet tidak untuk mengakses kebutuhan pembelajaran di jam belajar. Masih banyak user yang menggunakan internet untuk mengakses situs–situs social media seperti facebook, twitter maupun lainnya. Dari berbagai masalah tersebut, maka diperlukan perancangan sistem jaringan serta pengaturan untuk bandwidth management, block access website user. Jaringan yang terbaru akan menggunakan Mikrotik RouterBoard untuk melakukan bandwidth management, pengaturan block access website user. Hasil yang di harapkan adalah jaringan yang memiliki bandwidth yang stabil dan pemblokiran website user tertentu di jam belajar demi tercapainya produktifitas dalam penggunaan internet.

Understanding the role of social networking platforms in addressing the challenges of Islamic banks

2019 ◽  
Vol 38 (8) ◽  
pp. 664-680 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Social Influence ◽  
Social Networking ◽  
Purchase Intention ◽  
Social Trust ◽  
Islamic Banks ◽  
Content Type ◽  
Banking Systems ◽  
Brand Engagement ◽  
Social Media Platforms

Purpose Customers are increasingly interested in reading discussions, experiences, recommendations and reviews on social media platforms related to services and products in which they are highly interested. The purpose of this paper is to find the availability of user-generated content (UGC) in the context of Islamic banks and how it can enhance the level of brand engagement and purchase intention of customers. Design/methodology/approach The methodology for this research is designed by following the features of qualitative research methods and a social constructivism approach. Furthermore, non-directive and semi-structured in-depth interviews are constructed to accumulate research data from marketing teams and customers of Islamic banks. The respondents have been carefully chosen on the basis of purposive sampling and their level of awareness related to Islamic banks. Findings Islamic banks are more frequently using traditional marketing tools that are unable to enhance levels of information among the targeted population and prove an expensive way of marketing. The findings reveal that Islamic banks lag behind in adopting the latest information exchanging technologies compared to conventional banking systems. A lack of skilled people, reputation and trust, lack of e-marketing strategy and lower levels of investment in social media platforms are major barriers to generate UGC, brand engagement and purchase intention among the targeted market of Islamic banks. Practical implications The effective and competent use of various social networking platforms can enhance UGC related to Islamic banking products and services. UGC can generate interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and positive customer perception among the targeted population of Islamic banks. The study has summarized and offered practical recommendations to show how Islamic banks can address challenges and enjoy a high level of profitability compared to conventional banking systems. Originality/value The present study uncovered the steps that must be taken by the top management of Islamic banks to enhance levels of awareness, online product reviews and recommendations, e-word of mouth and purchase intentions of the targeted market. The study enhanced understanding regarding how a higher level of investment in social networking platforms, safe and secure banking systems and skilled IT professionals can address the challenges of Islamic banks. Furthermore, these factors can create positive UGC, social influence, social brand engagement and purchase intention of customers in Islamic banks. These primary factors must be considered by Islamic banks to compete with conventional banking products and services.

scholarly journals An empirical study of purchase behaviour on social platforms

2019 ◽  
Vol 32 (4) ◽  
pp. 876-896 ◽  
Author(s):  
Vladlena Benson ◽  
Jean-Noel Ezingeard ◽  
Chris Hand
Keyword(s):  
Social Media ◽  
Social Networking ◽  
Perceived Control ◽  
Purchase Intention ◽  
Cognitive Factors ◽  
Risk Propensity ◽  
Age And Gender ◽  
Content Type ◽  
Purchasing Behaviour ◽  
And Gender

Purpose Social media users’ purchasing behaviour is yet to be fully understood by research. The purpose of this paper is to investigate how purchase intention is affected by social media user traits, cognitive factors (such as perceived control and trust) and individual beliefs, such as risk propensity and trustworthiness. Design/methodology/approach The authors propose and empirically test a model of purchase intention on social platforms. The study of over 500 active social media users finds the links between risk propensity, trust, technical efficacy and perceived control and explores the moderating effect of age and gender. Findings Purchase intention on social platforms is influenced by demographic factors, cognitive factors and beliefs. Both age and gender moderate the effects of beliefs and cognitive factors: age is a determinant of purchase intention for men, while beliefs are significant for younger women and cognitive factors are significant for older women. Research limitations/implications This study involved a cross-sectional design via online survey of social networking users. Gender differences in purchase intentions are found which are, in turn, influenced by age. Further empirical testing of social purchase intention could include less experienced users or non-users. Practical implications The results of this study provide guidance for SNS providers and technology developers in social networking commerce in terms of the different drivers of purchase intention. Originality/value Social media users’ purchasing behaviour is yet to be fully understood. The study shows that purchase intention antecedents vary between genders and age groups of users. The identified connection between users’ perceptions of social networking sites (SNS) usage of personal information and purchase behaviour has an impact on the likelihood of user engagement in social transactions.

Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations?

2019 ◽  
Vol 38 (7) ◽  
pp. 561-581 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Service Quality ◽  
Social Networking ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Banking Sector ◽  
Local Community ◽  
Service Providers ◽  
Social Trust ◽  
Quality Level ◽  
Content Type

Purpose Customers are interested in finding service recommendations, reviews and word of mouth using social networking platforms. These service reviews are useful for enhancing service quality, level of information and engagement, and purchase intention of customers. The purpose of this paper is to uncover which social networking platform is more useful for the exchange of service reviews and how organizations are improving purchase intention as well as service quality in the light of customer’s reviews/experiences. Design/methodology/approach The study is exploratory in nature because it aims to understand the use of social networking platforms for enhancing service quality and the purchase intention of customers using a purposive sampling technique. To meet the objective of this study, non-directive and semi-structured interviews have been conducted with customers and marketing teams in the banking sector and internet service providers. Findings The results show that social networking websites are helpful in fostering responsiveness, awareness, assurance, reliability and empathy. However, respondents revealed serious concerns regarding the privacy of personal and financial information especially in the context of the banking sector. It has been found that official Facebook pages of service-providing organizations, open and closed local community Facebook groups, sponsored ads and promotional advertisements on Facebook, WhatsApp groups and YouTube video comments are more frequently used to exchange service reviews (i.e. influence the process of purchase decision) among friends, friends of friends, family members and the general public. The selected customers and market team respondents revealed that local community Facebook groups (i.e. open groups and closed groups) have gained prime importance for enhancing service quality and purchase decisions. Practical implications The effective and well-organized use of social networking platforms can foster service reviews, word of mouth, level of service awareness, interactive communication, intention to purchase, social influence, social trust and services quality. Furthermore, online social networking platforms require a lower level of advertisement costs and offer huge amounts of information, discussions, enquires, service stories, word of mouth, transactions and interactions of consumers. Originality/value The present study is exploratory in nature because it selects an under-researched issue regarding the use of social networking applications to enhance levels of purchase intention and service quality. There is limited literature which has combined the multiple constructs in a single study (i.e. social media platforms, cross-platform platforms, service quality and purchase intention of consumers). Most of the previous studies are dependent on various dimensions of service quality (i.e. “reliability, responsiveness, assurance, empath and tangibles”). However, the present study extracted that respondents have given more preferences of services awareness and privacy compared to traditional elements of service quality.

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