...Factors Affecting Initial Trust in C2C E-Commerce and Strategies of Building Initial Trust in China Huamei Sun Factors Affecting Initial Trust in C2C E-Commerce and Strategies of Building Initial Trust in China Huamei Sun School of Management, Harbin Institute of Technology, Harbin 150001, China E-mail:shm9166@sina.com Abstract The study of initial trust is very important to the development of e-commerce. On the basis of current status of China’s C2C e-commerce, this paper conducts an in-depth analysis of the factors affecting the consumers’ initial trust. At last, the paper provides some valuable marketing strategies as to how to build the initial trust so as to facilitate the success of online transactions. The research conducted by this paper will help enterprise enhance their competitive advantage and contribute to the development of e-commerce. Keywords: Initial Trust, C2C E-Commerce, Online Shopping 1. Introduction The study of the trust in the e-commerce environment has long been mostly focusing on the B2C Model, yet with the development of the information technology, the online C2C business has accounted for more than 75% of the online shopping turnover, which has influenced people’s work environment greatly and become an important part in the daily life of consumers in the information society. Under the C2C e-commerce environment characterized by the person-to-person transactions, it’s difficult for the buyer and seller to build a high degree...
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...Value of Customer Loyalty Yang, 2004 mentioned that the customer loyalty can be generated through improving customer satisfaction and offering high product or service value. He further suggested that the firms may focus on five key dimensions to identify the customer loyalty by providing quality customer services, performing the service correctly by executing transactions accurately, providing an appropriate range and offering features to target customers and ease of use and security or privacy. Previous studies Service Quality in the banking sector: the impact of technology on service delivery (Joseph, McClure and Joseph, 1999). The study examined the role that technology plays in Australian banking and its effect on the delivery of the perceived...
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...Academic Factors Affecting Student Satisfaction at the University of Buckingham. Introduction The University of Buckingham is the only independent University in the United Kingdom. Many studies have acknowledged the benefits of the private universities compare to public universities. Private universities are more customized: small classes, strong relationship between students and lecturers. Frankly speaking, service quality and student satisfaction is significantly higher in private universities. Intensifying competition and more demanding customers have led universities to identify what is important for students. Furthermore, higher education is recognized as a service industry and it should deliver a high service quality, meet the expectations and needs of students (Cheng and Tam 1997). Given that relevant research on academic factors affecting student satisfaction is limited, the purpose of this study is to identify the level of student satisfaction at the University of Buckingham in correlation with the academic factors with the following research questions being addressed: 1. Does academic factors (high standard of teaching with quality lecturers, course availability, course content, academic advising, variety of courses and class sizes) influence the level of Student Satisfaction at the University of Buckingham? 2. What are factors that have the highest impact on the level of student satisfaction at the University of Buckingham? 3. Does the...
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...Munich Personal RePEc Archive Factors affecting on customers’ satisfaction an empirical investigation of ATM service Kumbhar, Vijay Abasaheb Marathe College, Rajapur (Maharashtra) India, Shivaji University, Kolhapur Dist- Kolhapur (Maharashtra) India 01. March 2011 Online at http://mpra.ub.uni-muenchen.de/32713/ MPRA Paper No. 32713, posted 09. August 2011 / 17:44 IJBEMR Volume 2, Issue 3 (March, 2011) ISSN 2229‐4848 The Journal of Sri Krishna Research & Educational Consortium INTERNATIONAL JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT RESEARCH Internationally Indexed & Listed Referred e-Journal FACTORS AFFECTING ON CUSTOMERS’ SATISFACTION: AN EMPIRICAL INVESTIGATION OF ATM SERVICE VIJAY M. KUMBHAR* *Rayat Shikshan Sanstha Satara’s Abasaheb Marathe College Rajapur (Maharashtra) India 416702 E-mail: vijay.kumbhar9@gmail.com ABSTRACT The present empirical study focuses on identifying key factors that have influences customers satisfaction in ATM service provided by public and private sector banks. For the purpose of the study primary data were collected using schedule and collected data from March to November 2010. Results of factor analysis, correlation and regression analysis show that a cost effectiveness, easy to use and security and responsiveness in ATM service were most important factors in customer satisfaction. KEYWORDS: Effectiveness. E-service Quality, ATM, Customer Satisfaction, Cost INTRODUCTION Recent...
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...Customer satisfaction level for online shopping using ACSI’s with respect to Indian shopping trends ABSTRACT Today is the Era of Globalization and the consumer is not bound within boundaries of a particular place to access products available in the outer world, now he can go beyond the boundaries of any market area where he lives, to access the things of his interest. But this virtual connectivity known as “ONLINE SHOPPING OR E-TAILING” is really a challenge for Indian customers to be associated with; they face some real time problems related to trust and quality. But the Indian shopping trend shows some rigid type of behavior towards online shopping. They do not trust this shopping style as they have to see and choose a product virtually and pay for it, without any kind of physical touch, which was really difficult to be done in Indian market, but in past 2-3 years the trends have changed at least in metros and big cities. This paper is aim to measure the customer satisfaction level using ACSI (American Customer’s Satisfaction Index), which will give us a deep insight of the market potential available in Indore for online shopping. It has been observed that Indore is adapting the changes in shopping trends in metros very quickly, they love to shop from home and enjoy online shopping. So the process of analysis of factor affecting customer satisfaction levels was initiated, ACSI Model uses the three manifest variables: Customer’s Expectation, Perceived Values and Over-all...
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...a developing prospect for E-marketers. If E-marketers know the factors affecting online New Zealand buyers’ behaviour, and the relationships between these factors and the type of online buyers, then they can further develop their marketing strategies to convert potential customers into active ones, while retaining existent online customers. This paper is part of larger study, and focuses on factors which online New Zealand buyers keep in mind while shopping online. It also investigates how different types of online buyers perceive websites differently. This research found that website design, website reliability/fulfilment, website customer service and website security/privacy are the four dominant factors which influence consumer perceptions of online purchasing. The four types of online New Zealand buyers; i.e., trial, occasional, frequent and regular online buyers; perceived the four website factors differently. These buyers have different evaluations of website design and website reliability/fulfilment but similar evaluations of website security/privacy issues, which implies that security/privacy issues are important to most online buyers. The significant discrepancy in how online purchasers perceived website design and website reliability accounts for the difference in online purchase frequencies. Key words: Internet, website, online New Zealand buyers, shopping behaviour. 1. Introduction It has been more than a decade since business-to-consumer E-commerce first evolved. Scholars...
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...Title A study of marketing strategy of shopping centre for customer retention in Hong Kong Author(s) Chu, Ka-wai; Citation Issue Date 2009 URL http://hdl.handle.net/10722/128605 Rights The author retains all proprietary rights, (such as patent rights) and the right to use in future works. A STUDY OF MARKETING STRATEGY OF SHOPPING CENTRE FOR CUSTOMER RETENTION IN HONG KONG by CHU KA WAI DISSERTATION Submitted in partial fulfillment of the requirements for the degree of Master of Housing Management The University of Hong Kong December 2009 DECLARATION I declare that this dissertation, entitled A study of marketing strategy of shopping centre for customer retention in Hong Kong, represents my own work, except where due acknowledgement is made, and that is has not been previously included in a thesis, dissertation or report submitted to this University or other institution for a degree, diploma or other qualification. CHU KA WAI ii ACKNOWLEDGEMENT I wish to express my sincere gratitude to my supervisor, Dr. Eddie Hui, for his professional guidance and support. He has provided many valuable advices and opinions during my preparation of this research paper. Moreover, I would like to thank my interviewees for their valuable time to fill in the questionnaire. They made a lot of contributions in my data collection. I also want to take this opportunity to thank my friends, family and colleagues for their unfaltering...
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...of Online Banking Factors on Motivating the Process of E-banking Akram Jalal Management Information System Department, College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibitions Road, Manama, Kingdom of Bahrain Tel: 00973-3838-3411 E-mail: ajalal@ahliauniversity.edu.bh Jassim Marzooq College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Ex hibitions Road, Manama, Kingdom of Bahrain Hassan A. Nabi College of Business and Finance, Ahlia University P.O. box 10878, 1st Floor Gosi Complex Exhibiti ons Road, Manama, Kingdom of Bahrain Received: March 5, 2011 Abstract Purpose – The purpose of this research paper is to explore and mature the Impact of selected factors on the customers’ intention to use internet banking in Bahrain. Design/methodology/approach – This research based on an empirical study using a questionnaire with five-point Likert-scale, is applied to 171 usable responses. Three factors are tested, that is perceived usefulness (PU), perceived ease of use (PEOU), security and privacy (PC). Findings – Results indicate that all the elements for the three identified factors are important with respect to the users’ adoption of e-banking services. Credibility factors (Security and Privacy) are the major sources of dissatisfaction, which have remarkably impacted users’ satisfaction. In the meantime, perceived ease of use (PEOU) and perceived usefulness (PU) are sources of satisfaction. The results also...
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...Factors Affecting Customer Satisfaction in Restaurants Industry in Batticaloa Region Virudsana Thayaleswaran Department of Management, Eastern University, Sri Lanka. Abstract The purpose this study is to investigate, compare and evaluate the determinants of the customers’ satisfaction in fast food industry. Quality service, price, environment are used as an independent variables and customers satisfaction use as dependent variable. The research is quantitative in nature and random sampling technique has been used for data collection through a questionnaire survey and the sample size for this study was 100. Data have been analyzed through correlation and, multiple regressions. Key Words: Customers satisfaction, Service Quality, Price. Introduction In today’s competitive market services within the same industries become increase and due to this reason services industries differentiate the delivery of the services and product create positioning through the different communication channels (Wallin Andreassen, 1998). As for as services are concerned there is more need to be focused while marketing services offerings to the other region or nation. There must be some controls over it because it has to be marketed finely and keeping in mind the culture and customs of other nation. Services can be best offered by understanding the need of international market and the trends of people about the services there. There might be a need of changing some rules or offering while...
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...[pic] [pic] [pic] TABLE OF CONTENTS |S.NO |PARTICULARS |PAGE NO | |1 |Introduction to customer perception and banking industry |3 | |2 |Literature review |4-6 | |3 |Objectives and hypothesis |7 | |4 |Research methodology |8 | |5 |Limitations |9 | |6 |Data analysis |10-24 | |7 |findings |25 | |8 |Suggestions |26 | |9 |Conclusions |26 ...
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...Customer Satisfaction 2.1 Literature review: This project deals with the service quality and customer satisfaction of Shahjalal Islami Bank Limited. A survey was conducted on the customers of Shahjalal Islami Bank Limited. The objective was to assess the level of importance the customers of Shahjalal Islami Bank put across various service level attributes and also to determine how well Shahjalal Islami Bank Limited was satisfying the customer on those service grounds. The results of this survey are then analyzed also determine the most important aspects of the service and discover various drivers of overall satisfaction. Lastly, the findings are examined to prescribe a set of specific recommendation to improve the overall service quality according to customers expectation and also to solve the existing problems in the whole organizational level. 2.2 Definitions: Service: A service is an act or performance offered by one party to another. Services are deeds, processes and performances provided or coproduced by one entity or person for another entity or person. It is intangible and does not normally result in ownership of any of the factors of production. Customer Satisfaction: Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as “the number of customers, or percentage of total customers, whose reported experience with a firm, its products or its services...
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...www.ccsenet.org/ijms International Journal of Marketing Studies Vol. 2, No. 2; November 2010 Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici (Corresponding author) Facoltà di Economia, Dip. S.E.A.F., Università di Palermo viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: gandolfodominici@unipa.it Rosa Guzzo Facoltà di Economia, Università di Palermo, Viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: rosyguzzo@hotmail.it Abstract In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large...
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...IOSR Journal of Business and Management (IOSR-JBM) ISSN: 2278-487X. Volume 6, Issue 1 (Nov. - Dec. 2012), PP 16-25 www.iosrjournals.org Organized Retail in the Rural Markets in India 1 Surajit Dey, 2Dr. Sameena Rafat, 3Puja Agarwal 1 (Research Scholar, Department of management, CMJ University, India) 2 (Asst. Professor, IIPM, Lucknow , India) 3 (Management Faculty, Wisdom School of Management, India Abstract: Retail is a buzz word in today’s changing business environment. Different industrial sectors are in the phase of transition from conventional business models to innovative, market driven and consumer centric models. In India retail is not a new word, however the emerging formats of retailing are changing the entire scenario and posing tough challenges in front of Indian retailers. They are now designing customized retail products and services and targeting the untapped segment of the market. Presently, nearly 60% of the population resides in rural India and their retail requirements are partially met by the unorganized retail stores. This study is an attempt to explore the potential of rural retail market of India, accessing their needs for products and brands. The study also aims at developing a business model for the rural retail market in India. I. Introduction: Today Indian consumers are becoming very unpredictable. The consumer today, is richer, younger, eager to accept changes and more aspirational in his/her needs than ever before...
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...consultant in the early 1980s. However, the concept of a supply chain in management was of great importance long before, in the early 20th century. Supply chain management is the word coined for the effective management of all the partners and the information disseminated between them. Take an example of Dell computers, Micheal Dell cant built his business just by selling the computers to the customers, but he need to see the complex problems of the customers and solve these problems through just in time manufacturing of the product, then how to minimize the wastage in the production then to evaluate what customers are doing and how they can make their production efficiently (NYT 2010), as the manufacturer cannot sell the product at the higher prices than the competitors are selling but through effective management you can actually reduce the cost, so concisely he need to be a master of supply chain management. Before supply chain management there was effective inventory control system exist but due to some pit falls like; no supply chain metrics, inadequate definition of customer service, , organizational barriers, inaccurate delivery status data, simplistic inventory stocking policies, inefficient information systems, ignoring the impact of uncertainties, and an incomplete view of the supply chain (Teigen 1997). There is a need for another system that have all the competences to deal with all these problems, so the supply chain management is evolved which is not only efficient...
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...Proposal “Factors of Consumer Purchase Intention in Online Purchase” Lecturer: Dr Amrul Asraf Mohd Any Group members: Chin Wei Wen CEB120012 Hamizah binti Hairuddin CEB120022 Lye Yi Ting CEB120034 Wong Pei Ling CEB120064 Table of Contents 1.0 Abstract 3 2.0 Introduction 3 3.0 Literature Review 3 3.1 Concept 3 3.2 Debates of Literature 3 3.3 Identified Variables and Hypotheses development 3 3.4 Conceptual Framework 3 4.0 Research Methodology 3 4.1 Research Design 3 4.2 Sources of data 3 4.3 Sampling and Data Collection Technique 3 4.4 Variable Measurement 3 5.0 Time frame 3 6.0 Conclusion 3 7.0 References 3 1.0 Abstract Internet has become a crucial medium for the purchase of products and services in virtual or online market and it able to link all businesses from different countries. This study aims to examine the factors influencing consumer’s intention to purchase through online from Malaysian perspective. Online trust, Information quality, online purchase experience, price and convenience were evaluated to determine whether these factors are related to online purchase intention. A stratified sampling method was used and the sample comprised of 180 students who are undergraduate and post-graduate study in University of Malaya. Data were collected via self-administrated questionnaire that using five point Likert scale. 2.0 Introduction With the advancement of internet, the electronic commerce (e-commerce)...
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