scholarly journals Change in Consumer Decision based on Customer Satisfaction in Credence Services: Implication for Service Provider

Webology ◽  
2021 ◽  
Vol 18 (Special Issue 03) ◽  
pp. 246-260
Author(s):  
Pradeep Kumar ◽  
Dr. Gaurav Bisaria
Keyword(s):  
Service Provider ◽  
Information Search ◽  
Initial Treatment ◽  
Consumer Satisfaction ◽  
Design Methodology ◽  
Persuasion Knowledge ◽  
Consumer Decision ◽  
Wide Range ◽  
Credence Services ◽  
Structured Questionnaire

Purpose: The aim of this research paper is to study the measure the consumer decision on consumer satisfaction in credence services, in terms of the extent of the service provided by service provider and the information sources used. Design/methodology/approach: A structured questionnaire is used to collect consumers information and a survey was undertaken with patient or relative of these patients (n =201) to examining their practices for a range of credence services. Findings: Results suggest that higher the consumer offerings increase the consumer satisfaction. However, the consumer persuasion knowledge & provider credibility together forming an offering of decision autonomy leads most important source of credibility. Research Limitation/implications: The result of this study is based on lucknow, Delhi & NCR area and other previous studies also have suggested other ways to major the satisfaction. It would be useful more strongly whether basic amenities & Initial treatment in hospitals have a significant role on satisfaction. Originality/Value: The study shows the ways that the information search around basic amenities & Initial treatment in hospitals of credence services have a wide range parameter to increase the service provider credibility. The study result is unique in this area of research and utilizes the importance of credence service for considering the service provider in next set of selections.

scholarly journals A Study on the Impact of Social Media on Consumer Buying Behaviour of Mobile Phones in Chennai

2021 ◽  
Vol 8 (3) ◽  
pp. 54-59
Author(s):  
S Gajashree ◽  
J Anand
Keyword(s):  
Social Media ◽  
Information Search ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Active Role ◽  
Opinion Poll ◽  
Consumer Decision Making ◽  
Consumer Decision ◽  
Buying Behaviour ◽  
The Impact

This paper aims to investigate the impact of social media on consumer buying behavior. The primary purpose of this research is to identify the effect of social media on consumer buying decisions. Social Media have given many opportunities to consumers in adapting to different aspects of life. Facebook, Twitter and Instagram have played significant roles in expanding consumer’s online purchases. This paper aims to know which consumers are mostly influenced by the online purchase of mobile through social media and the kinds of social media that are employed mainly by consumers in Chennai. The research carried out primary research methods and questionnaire to investigate the impact of social media sites on the user’s changing behavior who aim to purchase online. The target of the research is to elucidate why, when, and the way social media has impacted on the consumer decision process. The theoretical framework rests on the literature of the consumer decision-making process, social media, and previous studies relating to social media marketing. The quantitative research method is tailored to the aim of this research. The empirical data was gathered by sending out an opinion poll to individuals. The study explains how individuals are attending processing and selecting the knowledge on social media before a sale. The findings indicate that individuals pursue an active role in information search on social media comparing to mass media. Yet, information exposure is selective and subjective during knowledge search. Results show that social media usage influences consumer satisfaction within the stages of data search and alternative evaluation, with happiness getting amplified. The consumer moves along the method towards the ultimate purchase decision and post-purchase evaluation.

Customer preference for decision authority in credence services

2014 ◽  
Vol 24 (3) ◽  
pp. 274-299 ◽  
Author(s):  
Anothai Ngamvichaikit ◽  
Rian Beise-Zee
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Service Providers ◽  
Source Credibility ◽  
Service Encounters ◽  
Persuasion Knowledge ◽  
Communication Behaviors ◽  
Content Type ◽  
Decision Authority ◽  
Credence Services

Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study but should be further studied. Practical implications – The study confirms that offering decision authority to customers increases satisfaction only under certain circumstances. Customers are willing to relinquish authority to credible service providers who then direct customer decisions in order to maintain service quality. Offering decision autonomy to customers is suggested when provider credibility is low and customer persuasion knowledge is high. Originality/value – Analysis of credence service encounters is based on agency theory. Specifically, this study highlights the role of customer (principal) persuasion knowledge, which acts as a qualifier for the principal-agent problem because it alerts the customer to possible persuasion attempts by the service provider, whereas agent credibility eases customer suspicion.

Antecedents and consequences of trust: an e-tail branding perspective

2016 ◽  
Vol 44 (7) ◽  
pp. 713-730 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Design Methodology ◽  
Brand Management ◽  
Online Shopping ◽  
Content Type ◽  
Equation Modelling ◽  
Managerial Implications ◽  
Antecedents And Consequences ◽  
Structured Questionnaire

Purpose – The purpose of this paper is to examine the antecedents and consequences of trust in online shopping from an e-tail branding perspective. Design/methodology/approach – A structured questionnaire was used to collect data online from Indian e-tail shoppers (n=309). A structural equation modelling (CB-SEM approach) was used to analyse the data. Findings – The results found e-tailer awareness, e-tailer associations, and e-tailer perceived quality as antecedents of trust in online shopping. The results also showed online trust positively influences the behavioural intentions, namely, purchase intention, repurchase, and recommendation. Originality/value – This study examines the applicability and branding and brand management principles in an e-tail branding context. Theoretical and managerial implications of these results are further discussed.

scholarly journals Consumer's characteristics of yogurt in Manado, North Sulawesi - Indonesia

2017 ◽  
Vol 42 (1) ◽  
pp. 23
Author(s):  
E. Wantasen ◽  
F. H. Elly ◽  
N. M. Santa
Keyword(s):  
Consumer Satisfaction ◽  
Nutritive Value ◽  
Dairy Product ◽  
Total Sample ◽  
Primary Data ◽  
Purchase Decision ◽  
Product Availability ◽  
North Sulawesi ◽  
Fermented Dairy ◽  
Structured Questionnaire

The objective of this study was to analyze consumer’s characteristics of yogurt as one of fermented dairy product, consumers satisfaction and factors influencing consumers purchase decision on yogurt in Manado city. The primary data were collected using structured questionnaire from a total sample of 400 consumers in Manado City. Samples were selected using the accidental sampling method with schedule (using alternating date/ day and place, respectively). Collecting data were done from July to September 2015. The result indicated that most consumers were teenagers, female students, and single persons. Consumers of yogurt in Manado City are were categorized quite satisfied with yogurt product. The product availability had to be considered by producer in order to increase consumer satisfaction. Partially, factors that significantly influencing consumer’s purchase decision in Manado were preservative content, product availability, variant flavor, product volume and additional nutritive value.

In quest of goldilocks ranges in searching for information on the web

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anna Matysek ◽  
Jacek Tomaszczyk
Keyword(s):  
Information Search ◽  
Design Methodology ◽  
Search Task ◽  
Web Searching ◽  
Content Type ◽  
Scientific Disciplines ◽  
Preliminary Study ◽  
The Right ◽  
User Experiment ◽  
Practical Implications

PurposeThe quest to discover optimal conditions or amounts has been carried out in many scientific disciplines and practical fields. In astrophysics, biology, medicine, psychology and education, the quest has resulted in finding the right amount of something, a desirable middle between extremes, a balance between conditions or the optimal state of a system. The results are referred to as the Goldilocks principle, which is based on the idea of being “just right”. The aim of our study was to find out if there are any measures in information search that could be identified as Goldilocks ranges.Design/methodology/approachWe conducted a user experiment in which 68 participants carried out a time-unlimited, topical search task involving finding relevant websites on the basis of which the participants were supposed to prepare a presentation on a given topic. We examined aspects of their search behavior.FindingsWe found that information search Goldilocks ranges can be identified for a length of a search session, number of relevant results, number of queries submitted and number of search engine results pages (SERPs) visited. This preliminary study has resulted in indicating the following dominant ranges: Number of relevant documents found: 5–8; Time spent searching: 21–35 min; Number of queries submitted: 3–7; Number of SERPs viewed: 1–3.Originality/valueTill now, no one has studied Goldilocks ranges in information retrieval. The Goldilocks ranges have some practical implications for improving the effectiveness of web searching.

A design methodology for the supply of subterranean water through the use of wind energy

2005 ◽  
Author(s):  
◽  
Brett Richard Marais
Keyword(s):  
South Africa ◽  
Rural Communities ◽  
Wind Energy ◽  
Water Supply ◽  
Design Methodology ◽  
Potable Water ◽  
White Paper ◽  
South Africans ◽  
Wide Range ◽  
The Government

The Reconstruction and Development Programme adopted by the Government of National Unity is more than a list of the services required to improve the quality of life of the majority of South Africans. It is not just a call for South Africans to unite to build a country free of poverty and misery; it is a programme designed to achieve this objective in an integrated and principled manner. Based on the strategic objectives, as highlighted in the White Paper on Water Supply and Sanitation Policy, with regard to alleviating the chronic potable water shortages in South Africa, this thesis investigates a design methodology to supply potable water through the use of wind energy. The design focuses on small rural off-grid developments where grid electricity either has not or will not reach, and where renewable energy is the only viable option. This thesis provides an overview of wind energy and presents the fundamentals of wind power calculations. It also formulates an overview of the historic and present situation with regards to potable water supply, and reflects on the need for urgent intervention. The feasibility of using wind energy to supply potable water to rural communities in South Africa is explored in a case study. The various problem areas are identified and examined and a wide range of possible solutions are recommended. A final flow chart for the system design is proposed, thus ensuring comprehensive design methodology from which future design of similar systems can be based.

An exploration into the understanding of football value chain in south of Brazil

2019 ◽  
Vol 27 (3) ◽  
pp. 644-665 ◽  
Author(s):  
Rosiane Serrano ◽  
Daniel Pacheco Lacerda ◽  
Ricardo Augusto Cassel ◽  
Priscila Ferraz Soares ◽  
Fabio Sartori Piran
Keyword(s):  
Value Chain ◽  
Design Methodology ◽  
Value Added ◽  
Independent Manner ◽  
Problematic Situation ◽  
Content Type ◽  
Football Clubs ◽  
South Of Brazil ◽  
Structured Questionnaire ◽  
Current Reality

Purpose Football is significant in the global economic context. However, the same significance is not identified in the value added to the chain, as the elements that make it up act in a disintegrated and independent manner with undesired effects. Consequently, it is necessary to structure the undesired effects to seek the basic causes that sustain this problematic situation. Thus, this paper aims to use a CRT to structure the undesired effects and basic causes that limit the positive economic impacts of the south Brazilian football value chain. Design/methodology/approach A semi-structured questionnaire was applied with questions about the existing constraints. Based on the answers in the interviews, the current reality tree was elaborated, premised on identifying the basic causes that sustain the undesirable effects detected. Findings Among the main results, it was identified that management problems of the traditional leaders of football clubs and federations are considered the main reason why south of Brazil football cannot fully exploit its economic potential. Originality/value It is evidenced that the paper shows the undesired effect that has the most impact on the development of this chain, and it is important to propose improvements to its root causes, aiming at greater efficacy of the resulting actions.

scholarly journals Co-operation and consistency: a global survey of professionals involved in reopening schools during the COVID-19 pandemic

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nicola J. Gray ◽  
Didier Jourdan
Keyword(s):  
Public Health ◽  
Design Methodology ◽  
Learning Opportunities ◽  
Content Type ◽  
Education Professionals ◽  
Health Measures ◽  
Global North ◽  
Initial Interviews ◽  
National Governments ◽  
Structured Questionnaire

PurposeDuring the 2020 COVID-19 pandemic, schools closed in haste and were expected to create virtual learning opportunities for their students while they waited to see when and how they might re-open. National governments issued reopening guidance at varying speeds. The purpose of this study was to invite health and education professionals to share what was happening in their country about school reopening in terms of the features and implications of the guidance issued.Design/methodology/approachA qualitative study. Initial interviews informed a semi-structured questionnaire distributed through the global community of UNESCO Chair ‘Global Health and Education’ and partner organisations. Its aim was to collect, analyse and share globally relevant knowledge and practices about school reopening.FindingsThere were 192 useable responses from 43 countries and territories and 1 multi-country region. 20 of these, mainly in the Global North, had received reopening guidance, 23 were still waiting and 1 had not closed its schools. Guidance prioritised public health measures like social distancing, with less emphasis on education impacts. Success came from partnerships between schools, families and local authorities, consistent guidance and enough time and resources for implementation. Fear of infection led to significant absenteeism among students and staff. Respondents waiting for guidance, mainly in the Global South, shared similar concerns and expectations.Originality/valueDescribing first-hand practices and perspectives of health and education professionals from diverse countries and territories about reopening schools.

scholarly journals New experiences in nature areas: architecture as a tool to stimulate transformative experiences among visitors in nature areas?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ben Wielenga
Keyword(s):  
Design Methodology ◽  
Content Type ◽  
Transformative Experiences ◽  
Wide Range

Purpose The purpose of this paper is to share architecture as a tool that is increasingly implemented in nature areas and its potential for stimulating transformative experiences among visitors in nature-based tourism. Design/methodology/approach Based on three examples of architecture in nature, the value of architecture to nature-based tourism is presented. Findings It was found that architecture in nature has a wide range of benefits for nature-based tourism and may form a catalyst for gaining transformative experiences in the examples presented. Originality/value The findings presented in this paper touch upon a new way of stimulating transformative experiences among visitors in nature-based tourism by implementing architecture.

scholarly journals Engaging students

2020 ◽  
Author(s):  
Anita Kéri
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Student Involvement ◽  
Consumer Satisfaction ◽  
Higher Education Institutions ◽  
Critical Role ◽  
Teaching Quality ◽  
Teaching Methodology ◽  
Teaching Methodologies ◽  
Wide Range

Consumer satisfaction has long been a question of great interest in a wide range of fields. Existing research recognizes the critical role played by student satisfaction in higher education. It has been noted that students have changing and variable needs. A considerable amount of literature has been published on the fact that higher education institutions have to react promptly and satisfy students’ needs in order to keep their students and rankings. As student satisfaction is highly dependent on teaching quality, it is essential for higher education institutions to implement new teaching methodologies. Therefore, the aim of this paper is to analyze the concept of a teaching methodology, namely co-creation, and to examine its applicability in the field of economics. With the methodology of co-creation, teachers are able to involve students into the creation of curriculum, which might enhance student involvement and increase student satisfaction.

Sign in / Sign up

Export Citation Format

Share Document