scholarly journals Digital Transformation of Medical Sector and Consumer Purchase Intention in New Normal Era

2021 ◽  
pp. 36
Author(s):  
Shuka Oyagi ◽  
Gede Sri Darma
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Customer Service ◽  
Purchase Intention ◽  
Healthcare Management ◽  
Digital Transformation ◽  
Media Content ◽  
New Normal ◽  
Content Quality ◽  
Consumer Purchase Intention

New Normal era triggers a shift in consumer habit and behavior, such as increased awareness regarding the importance of health and sanitation, as well as elevated adoption of digital technology in daily activities. This study explored digital transformation aspects that impact consumer purchase intention in New Normal era, specifically in healthcare setting. An online-based quistionnaire were distributed using Google Form. A total of 225 response were retrieved and analysed using SEM technique (SmartPLS 3.2.1.). This study found that: 1) social media content quality, online customer service quality, and telehealth quality had a positive and significant impact to purchase intention; 2) telehealth quality had the most prominent impact on purchase intention, especially the support aspect; 3) website quality did not have any significant effect on consumer purchase intention. In conclusion, companies are recommended to focus on improving telehealth quality in their healthcare management system, especially by investing in reliable technical support staff to ensure assuring and pleasant experience for patients during telehealth sessions. Also, to focus more on social media content quality and online customer service quality than website refinement considering the current elevating trend on social media rahter than website.

The Use of Social Media by the Botswana Government and Governance of Liquid Communication

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Tshepho Lydia Mosweu
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Community Involvement ◽  
Media Content ◽  
Service Access ◽  
Communication Tool ◽  
African Countries ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media as a communication tool has enabled governments around the world to interact with citizens for customer service, access to information and to direct community involvement needs. The trends around the world show recognition by governments that social media content may constitute records and should be managed accordingly. The literature shows that governments and organisations in other countries, particularly in Europe, have social media policies and strategies to guide the management of social media content, but there is less evidence among African countries. Thus the purpose of this paper is to examine the extent of usage of social media by the Botswana government in order to determine the necessity for the governance of liquid communication. Liquid communication here refers to the type of communication that goes easily back and forth between participants involved through social media. The ARMA principle of availability requires that where there is information governance, an organisation shall maintain its information assets in a manner that ensures their timely, efficient and accurate retrieval. The study adopted a qualitative case study approach where data were collected through documentary reviews and interviews among purposively selected employees of the Botswana government. This study revealed that the Botswana government has been actively using social media platforms to interact with its citizens since 2011 for increased access, usage and awareness of services offered by the government. Nonetheless, the study revealed that the government had no official documentation on the use of social media, and policies and strategies that dealt with the governance of liquid communication. This study recommends the governance of liquid communication to ensure timely, efficient and accurate retrieval when needed for business purposes.

scholarly journals The Relationship of CSR Communication on Social Media with Consumer Purchase Intention and Brand Admiration

2021 ◽  
Vol 16 (5) ◽  
pp. 1217-1230
Author(s):  
Shuchi Gupta ◽  
Nishad Nawaz ◽  
Adel Abdulmhsen Alfalah ◽  
Rana Tahir Naveed ◽  
Saqib Muneer ◽  
...  
Keyword(s):  
Social Media ◽  
Purchase Intention ◽  
Structural Equation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Csr Communication ◽  
Consumer Purchase Intention ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

With the advent of the Internet and other digital technologies, contemporary businesses from all sectors are using social media for communication with consumers to engage them meaningfully with a brand. However, the use of social media for corporate social responsibility (CSR) communication is relatively new to the existing literature. Likewise, the impact of CSR communication through social media (CSR-S) on consumer emotions and behavior is, to date, underexplored. To address this, the present research aims to test the relationship of CSR-S on brand admiration and consumer purchase intention. The study proposes a direct relationship between CSR-S and purchase intention with a mediating effect of brand admiration. The data were collected from the banking consumers of Pakistan through a self-administered questionnaire. The authors distributed 800 questionnaires and received 463 questionnaires useful for data analysis, so the present research study response rate was around 59%. The data were analyzed using the structural equation modeling (SEM) technique in AMOS. The results revealed that CSR-S is positively related to purchase intention (β = 0.233). The results further showed that brand admiration partially mediates this relationship (β = 0.079). The survey respondents confirmed that their bank’s CSR communication helps enhance their purchase likelihood and their feelings of admiration for their bank. These findings will help policymakers at banking institutions better understand the importance of CSR communication on different social media platforms to achieve consumer-related outcomes.

scholarly journals MEDIA SOSIAL INSTAGRAM SEBAGAI SARANA PROMOSI UNTUK MENINGKATKAN MINAT BELI KONSUMEN

2017 ◽  
Vol 1 (01) ◽  
pp. 25-32
Author(s):  
Deru R Indika ◽  
Cindy Jovita
Keyword(s):  
Social Media ◽  
Social Interaction ◽  
Rapid Growth ◽  
Purchase Intention ◽  
Internet Access ◽  
Tourism Industry ◽  
Tourist Destination ◽  
Consumer Purchase Intention ◽  
The Subject ◽  
Use Of Social Media

The speed of internet access and the rapid growth of the smartphone industrymakes it easier for people to get information. In the field of marketing, this affectshow the promotion is done. The use of social media which is actually meansfor social interaction between online individuals becomes commonly used bycompanies as a tool for promotion including in the tourism industry. One of thesocial media that is often used is Instagram, an application that allows users toshare photos and pictures along with short messages with other users. This studydiscussed how Instagram as a social media can affect consumer purchase intentiontoward a tourist destination. The subject of research is Floating Market located inLembang, Bandung, West Java. The results showed that information deliveredthrough Instagram was effective in increasing consumer purchase intention upto 50.2%

scholarly journals The Moderating Effect of Food Safety Knowledge on Organic Food Purchase Intention in a New Normal

2021 ◽  
Vol 29 (4) ◽  
pp. 2281-2299
Author(s):  
Muhammad Safuan Abdul Latip ◽  
Farhana Tahmida Newaz ◽  
Mohamad Amiruddin Mohamad ◽  
Siti Aisyah Tumin ◽  
Nur Farihin Abdul Rahman ◽  
...  
Keyword(s):  
Food Safety ◽  
Purchase Intention ◽  
Organic Food ◽  
Consumer Perception ◽  
Market Demand ◽  
New Normal ◽  
Food Purchase ◽  
Normal Life ◽  
Consumer Purchase Intention ◽  
Safety Knowledge

The emergence of a ‘new normal’ life caused by pandemic Coronavirus Disease (COVID-19) leads to consumer perception and business practices changes. However, there is limited data on the current market demand and condition on consumer purchase intention of organic food associated with food safety knowledge. Thus, this study aimed to examine consumer perception toward organic food in a new normal life. A total of 330 valid responses were received for analysis using Structural Equation Modelling (SEM) and PROCESS. The data were collected in Malaysia using an online questionnaire mainly because of physical distances and Movement Control Order (MCO). The finding revealed that personal attitude, perceived social pressure, and perceived autonomy influence organic food purchase intention in a new normal life. However, it is not perceived as green trust. Besides, food safety knowledge significantly moderates the relationship between personal attitudes toward organic food purchase intention. The finding is valuable for current producers, marketers, and the government body to understand the changes in consumer purchase intention in a new normal life and assist future planning and operationalising to protect, develop and maintain the organic food industry.

The Effect of Country of Origin, Service Quality, and Brand Redeployment After M&A

2018 ◽  
pp. 177-191
Author(s):  
Adilla Anggraeni ◽  
Kendy Hasan
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Reliability And Validity ◽  
Merger And Acquisition ◽  
The Other ◽  
Multiple Linear Regressions ◽  
Online Questionnaire ◽  
Consumer Purchase Intention ◽  
Post Hoc ◽  
Linear Regressions

Many companies worldwide underwent merger and acquisition to expand the business. The purpose of the research is to confirm that general country attribute; service quality and the redeployment strategies are variables needed by the company to smooth the process of the merger and acquisition. The data were collected from 150 respondents through offline and online questionnaire. Cronbach's Alpha and Confirmatory Factorial Analysis were utilized to determine reliability and validity of the constructs. Simple and multiple linear regressions are the hypothesis testing chosen for this study. ANOVA and Post-Hoc Duncan are performed to differentiate which of the five redeployment strategies is the best used by the company after done the merger and acquisition. The results conclude that general country attributes and service quality are positively linked to purchase intention. On the other hand, corporate brand redeployment alternatives are shown to have no impact on consumer purchase intention in the case of Tigerair Mandala Airlines.

Online Video Advertisements' Effect on Purchase Intention

2019 ◽  
pp. 454-471
Author(s):  
Geetika Jain ◽  
Sapna Rakesh ◽  
Kostubh Raman Chaturvedi
Keyword(s):  
Social Media ◽  
Purchase Intention ◽  
Marketing Strategies ◽  
Online Video ◽  
Consumer Purchase Intention ◽  
Social Media Advertising ◽  
Value Model

Businesses are shifting their marketing strategies towards social media for promoting their products and services. Online video advertisements are one of the fastest-growing platforms of social media advertising. This article provides detailed models to marketers providing knowledge of different factors impacting consumer purchase intention after watching online video advertisement. The purpose of this article is to propose a model comprising of advertisement value, attitude and their impact on purchase intention in case of online video advertisements amongst Indian youth. The analysis indicated that an advertisement value model given by Ducoffe was not applicable in case of online video advertisements. Invasiveness/Irritation has no significant impact on advertisement value as in case of Ducoffe's model although it significantly impacts attitude towards online video advertisements.

Managing the human–chatbot divide: how service scripts influence service experience

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sean Sands ◽  
Carla Ferraro ◽  
Colin Campbell ◽  
Hsiu-Yuan Tsao
Keyword(s):  
Customer Service ◽  
Human Service ◽  
Purchase Intention ◽  
Service Encounters ◽  
Content Type ◽  
Final Sample ◽  
Service Outcomes ◽  
Close Proximity ◽  
Consumer Purchase Intention ◽  
Service Interactions

PurposeBrands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience. Service scripts are verbal prescriptions that seek to standardize customer service interactions. However, while the role of service scripts is well documented, despite the increasing use of chatbots as a service mechanism, less is known about the effect, on consumers, of different service scripts presented during chatbot service encounters.Design/methodology/approachAn experimental scenario was developed to test the research hypotheses. Respondents were randomly allocated to scenarios representing a 2 (service interaction: human, chatbot) × 2 (service script: education, entertainment) design. A total of 262 US consumers constituted the final sample for the study.FindingsThe findings indicate that when employing an education script, a significant positive effect occurs for human service agents (compared to chatbots) in terms of both satisfaction and purchase intention. These effects are fully mediated by emotion and rapport, showing that the bonds developed through the close proximity to a human service agent elicit emotion and develop rapport, which in turn influence service outcomes. However, this result is present only when an educational script is used.OriginalityThis paper contributes to the emerging service marketing literature on the use of digital services, in particular chatbots, in service interactions. We show that differences occur in key outcomes dependent on the type of service script employed (education or entertainment). For managers, this study indicates that chatbot interactions can be tailored (in script delivered) in order to maximize emotion and rapport and subsequently consumer purchase intention and satisfaction.

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 Influence Of Facebook Marketing On Consumer Buying Intention Of Clothing: Evidence From Young Adults

2020 ◽  
Vol 8 (9) ◽  
pp. 37-51
Author(s):  
D. T. Kingsley Bernard ◽  
A. A. S. N. Munasinghe ◽  
I. K. R. J. Premarathne ◽  
S. Wijayarathne
Keyword(s):  
Social Media ◽  
Young Adults ◽  
Purchase Intention ◽  
Strong Relationship ◽  
Important Variable ◽  
Consumer Purchase Intention ◽  
Social Media Platforms ◽  
Comprehensive Survey ◽  
The Impact ◽  
Facebook Marketing

As a result of the rapid improvements paved through global advertising pathways, marketers have started to promote their products through social media platforms and among that; Facebook had become the most popular mode of communicating out of all. The study was conducted with the objective of comprehensively investigating the influence of Facebook marketing on consumer buying intention of clothing using evidence of young adults. Predominantly, the research focused upon identifying the superiority of Facebook as a social media communication platform and its relevant impact upon advertising. Majority of the businesses aims toward increasing the  reach, whereas Facebook users expect clear experience through Facebook rather than watching typical pop ups, web banners and adds. However,         Facebook marketing was identified to be positively and negatively influencing the companies and users. Therefore, focus was to analyze the impact to consumer’s buying intention from Facebook marketing. The companies can identify the effectiveness of the advertising and the improvement to be done. The study has undertaken a comprehensive survey to achieve the objectives of the research and those data was analyzed through component factor analysis, regression analysis and correlation coefficient. As per the results of the analysis, researchers have accomplished the stated objectives of the study. In conclusion, it was identified that there was a strong relationship between independent and dependent variables except E-WOM. Among that, Likes and sharing are the most important variables in Facebook marketing. According to outcomes, E- WOM was not an important variable, nonetheless researchers recommend focusing on E-WOM in order to convert this variable in to positive way to make better results, as previous researches stated that E-WOM can make massive impact to consumer purchase intention.  

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