Unearthing Customer Engagement in Mobile Wallet Usage

Customers are switching to mobile wallets in making online purchases these days as the result of the convenience of this payment mode. This chapter aims to understand customer attitude towards the gratification sought from mobile payment and further investigate its influence on promoting customer engagement. Uses and gratification theory offered the underpinning theoretical explanation in the development of the conceptual framework for this study. This chapter provided a theoretical explanation in discoursing the role of the mobile wallet for promoting customer engagement. The linkage to the customer engagement for the mobile wallet operators was missing in the literature. In addition, the conceptual development of mobile wallets based on the uses and gratification perspective was critical in providing the foundation needed for mobile payment literature.

Factors Influencing Customer Decisions to Use Online Food Delivery Service during the COVID-19 Pandemic

Despite the popularity of online food delivery systems in the foodservice industry, there have been few studies into customers’ decision-making process to use online food delivery services during the Coronavirus disease (COVID-19) pandemic. This study applied the technology acceptance model (TAM) to examine the factors affecting customers’ intention to use online food delivery services. Results showed (a) the perceived usefulness affects customer’s online food delivery usage directly and indirectly through customer attitude; (b) enjoyment and trust are also key factors determining behavior intention toward customer attitude using online food delivery services; (c) positive relationship between social influence and customer attitude; and (d) a positive relationship between customer attitude and behavior intention in the online food delivery service context. These findings provide theoretical and managerial implications that contribute to the online food delivery service industry.

Determinan Niat beli pada Customer Geprek BENSU: Peran E-Wom, Celebrity Endorser dan Customer Attitude

Tujuan dari penelitian ini adalah untuk menjelaskan sikap konsumen sebagai mediasi pengaruh e-wom, celebrity endorser terhadap niat beli. Penelitian ini dilakukan pada customer Geprek Bensu. Pengambilan sampel menggunakan metode nonprobalibility sampling dengan teknik purposive sampling, dengan jumlah responden sebanyak 100 orang. Pengumpulan data menggunakan kuesioner dengan skala likert. Alat bantu pengolahan data menggunakan SPSS for windows versi 23.0. Hasil dari penelitian ini menunjukkan bahwa e-wom dan selebriti endorser memiliki pengaruh positif terhadap sikap konsumen dan niat beli. Namun, sifat konsumen tidak berpengaruh positif terhadap niat beli. Sikap konsumen sebagai variabel mediasi juga tidak berpengaruh positif pada variabel e-wom dan selebriti endorser terhadap niat beli.

Customer Preferences for Organic Agriculture Produce in the Czech Republic: 2016 and 2019

The article analyses the customer attitude towards the qualities and benefits of organic agriculture production for farmers and customers in the Czech Republic, comparing the situation in 2016 and 2019. More than 2500 respondents were subject to the marketing research in the years 2016 and 2019. The data were processed using correspondence analysis and logistic regression. The research study shows that the number of respondents who consider organic food is growing; at the same time, there is a rather large share of consumers who believe organic food to be of better quality. The results show a favourable change in the popularity of organic food. While, in 2016, the main decisive factor in shopping for organic food was its price, in 2019, the main criterion, for the respondents, was quality, with the criterion of price being complemented by the perception of organic food as healthier than conventional food. At the same time, it was established that, the amount spent on organic food in 2019 was higher than that in 2016. This finding was in positive correlation with the increase in respondents’ income. For farmers, organic farming is a promising alternative to conventional agriculture due to a rising demand for organic produce.

A CONCEPTUAL FRAMEWORK FOR CUSTOMERS’ LOYALTY IN MOBILE LOYALTY PROGRAMMES

The increasing number of academic studies on customer loyalty shows the evolution of customer behaviour and the diversity of business offerings. The main purpose of this study is to examine existing academic pieces of literature. The articles discovered are from the last ten years and elaborate on the importance of customer loyalty within the established mobile loyalty programmes. As businesses evolve, the importance of developing long-term relationships with customers becomes increasingly important. This explains the recent trend of loyalty programmes in other industries. This paper aims to establish a conceptual framework that focuses on customer loyalty. Furthermore, the Theory of Planned Behaviour is used as a core element to better understand customers’ intentions to accomplish a certain behaviour in the hope that the actions favour businesses. Customer attitude, subjective norms, and customer satisfaction were identified as common antecedents in the literature. The recommended framework in this study may serve as a reference point for practitioners looking to improve current marketing strategies, particularly those focusing on mobile loyalty programmes. This is done to keep businesses up to date on current needs and trends.

The Effect Of Retail Shop Format on Customer Relationship and Customer Loyalty With Customer Trust as Mediation Variables (Case Study : Make Over Retail Stores in Surabaya)

To solve these problems, this research aims to analyse the relationship between satisfaction , customer attitude loyalty and customer behaviour loyalty and the influence of different retail formats. The variables used in these research are Satisfaction (S), Trust (T), Attitudinal Loyalty (AL), and Behavioural Loyalty (BL). This research was conducted using a quantitative approach and the data used in this study were obtained from questionnaires to 211 respondents by distributing questionnaires directly (direct survey) to Make Over shops in Surabaya shopping centres. Hypotheses testing in this study use Structural Equation Modelling (SEM). The results of this study indicated that the Satisfaction variable has a positive and significant relationship to the Attitude Loyalty variable and has an influence on Behavioural loyalty through Attitude Loyalty. In addition, the SEM analysis results have a new finding that the Trust variable which is a mediation variable in this study does not have a significant effect on loyalty. From the results of hypothesis testing, this study also formulated managerial implications that can be applied by Make Over as an additional reference to improve service quality in retail stores such as bundling strategies and giving free gifts, implementing referral marketing strategies and focusing on increasing satisfaction

INVESTIGATING WILLINGNESS TO PAY FOR GREEN HOTEL: EFFECT OF DESTINATION IMAGE AND ENVIRONMENTAL BELIEFS

The present study proposed a framework in examining the effect of destination image and environmental beliefs on willingness to pay for green hotel (WTP). The purpose of this study is to test these relationships. Additionally, the paper also seeks to establish the role of customer attitude to green hotels as a determinant of the relationships specified in the proposed model. The results supported our overall hypothesis and showed that destination image has the largest direct impact on attitude to green hotel while environmental beliefs have the largest direct effect on willing to pay premium for green hotel. Moreover, attitude to green hotel plays a mediating role between destination image and WTP, environmental beliefs and WTP.

A STUDY ON CUSTOMER ATTITUDE AND SATISFACTION TOWARDS ORGANISED RETAIL STORES – WITH SPECIAL REFERENCE TO THE CHENNAI CITY

Customers’ taste and preference are changing speedily day by day. Now the customer wants the best in quality products at reasonable price. Customers’ demographic profile plays a significant role in their buying decision. Hence, consumer regarded as ruler of retailing sector and there is a need to identify the consumer perception towards organized retail store. This study made an attempt to find the various factors that affect the customer perception towards organized retail stores in Chennai City. The data was collected with the help of structured questionnaire and the sample constituted of 142 respondents from Chennai City. Results of this study showed that most of the customers were highly satisfied with the Quality of products, Quantity of the products, Cleanliness of retail stores, Layout design of the store, Ease of shopping, Visual Display of products and Number of staff available in retail stores. Although, customers were bit unhappy with the price bargaining, sufficient number of payment counters, Availability of national brands and time of waiting queue. It was suggested that quality products, products variety, location, special products, hygienic environment, hassle free shopping, competitive price, service and layout of the stores are the important factors for improve customer satisfaction, customer retention and positive word of mouth.

Customer Attitude towards the Purchase Behavior of Green Apparel Products Consumers; with Special Reference to the Sri Lankan Government University Students

Aims: People are steadily more attentive to unsustainable consumption patterns due to severe environmental issues in the world. The study examines the factors that may affect the attitude towards green apparel products with particular reference to Sri Lankan university students’ families and analyze the attitude that affects green apparel products' purchasing behavior. Methodology: Three hundred and eighty complete questionnaires were used to analyze the study. Descriptive statistics and simple and multiple regression analysis utilized for data analysis of the study. Three independent variables, namely environmental apparel knowledge, environmental consumer beliefs, and subjective norms, except the environmental apparel knowledge, shows a positive significant effect on green products' attitudes. Results and Conclusions: Moreover, the study shows a positive impact on the attitude to purchase green apparel products. Producers should consider changes in the unsustainable consumption pattern of the young generation.

Impact of Psycho-Social Dimensions in Adoption and Use of Credit Cards. An Empirical Study from Pakistan

Purpose: The main purpose of this study is to explore those psycho-social factors which are affecting the usage of credit cards in the present day. Furthermore, it is also aimed to investigate the impact of those factors like parental involvement, religiosity, impulsivity, compulsivity, locus of control, social status, customer attitude and financial distress on credit card usage in the context of Pakistan. Design/Methodology/Approach: For the purpose, the questionnaire has developed and distributed among users of credit cards in Bahawalpur region of Pakistan. This research is quantitative in nature and a probability sampling technique has been used to collect data. Moreover, regression analysis is used Findings: The results reveal that parental involvement, compulsivity, and financial distress have a significant impact on credit card usage. However, the study failed to find out any impact of impulsivity, locus of control and religiosity on credit card usage. Similarly, the customer attitude and social status also did not have any impact on usage of credit cards. Implications/Originality/Value: The results of this study extend help to the banks, financial institutions and, particularly, futures researches in the field of digital currency. It is also pertinent to mention that now it is a need of the time to start working and developing new digital banking tools and ways to compete in the digital world.