...decide on a specific item to purchase, they learn about others’ past experiences through word-of-mouth (WOM). Today, the Internet has replaced traditional face-to-face WOM and has created a new electronic WOM platform (eWOM). Consumers now have a breadth of information at their fingertips and can access thousands of user reviews online. Word of mouth is considered one of the most market information sources that influence consumers. It is so influential because consumers usually trust other consumers’ information more than the information generated by advertisers and marketers because WOM is typically generated and communicated behind marketers’ selling purposes and is thus considered to be more trustworthy and credible (Blackshaw 2006, Sen and Lerman, 2007). The developing of the Internet has increased consumers' alternatives for receiving unbiased product information from other consumers and provides the opportunity for consumers to articulate their opinions by engaging in electronic word-of-mouth (eWOM). Examples of the types of online WOM platforms: product review websites, retailers’ websites, brands websites, personal blogs, message boards and social networking sites (Hennig-Thurau, Gwinner, Walsh and Gremler, 2004). Electronic word-of-mouth (eWOM) has several characteristics (e.g. directed to multiple individuals, available to other consumers for an indefinite period of time, and anonymous) that differentiate them from the traditional word-of-mouth (WOM). These characteristics...
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...Volume 9 Number 2 2010 Influence of Word of Mouth Communication Towards Indonesian Online Shopper Purchase Intention Mustika Sufiati Purwanegara School of Business and Management Institut Teknologi Bandung Eka Yuliana Master of Science in Management, School of Business and Management Institut Teknologi Bandung Abstract Word-of-mouth (WOM) gives the consumer perceptions to engage in retail online shopping can include both utilitarian and hedonic shopping dimensions. To cater to these consumers, online retailers can create a cognitively and esthetically rich shopping environment, through sophisticated levels of communication, as the personal influence, online community, and also by sharing they experience. Since the effect of word of mouth communications on marketing and has proven to stimulate online consumer's perceptions, 374 person of House of Taaj Facebookers in all over Indonesia, in which 280 female (75%) and 94 male (25%) has expressed their perceptions toward online purchase intention, and word of mouth. This research presumes that word of mouth from another online consumers, share information and features can influence online shopping intention and entice them to modify or even transform their original shopping predispositions by providing them with attractive and enhanced interactive features and controls of buying. To achieve the research objectives and the test hypotheses, factor analysis, and linear regression are used to analyze the significant level of each variable...
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...“Electronic Word-Of-Mouth Influence Purchase Intension of customers: Case of Social Network” Submitted By Ms. Riddhi Shah ID NO. 542-9245 Submitted in Partial Fulfillment of the Requirement for the subject Individual Research Project Master of Business Administration Assumption University Semester 2/2012 Submitted To: Dr. Vorapot Ruckthum Table of Contents ABSTRACT 4 CHAPTER 1 5 GENERALITIES OF STUDY 5 1.1 INTRODUCTION 5 1.2 TOPIC OF INTEREST 6 1.3 RATIONALE OF STUDY 7 1.4 RESEARCH OBJECTIVES 7 1.5 PURPOSE OF STUDY 8 1.6 METHODOLOGY 8 1.7 RESEARCH DESIGN AND DATA ANALYSIS 8 1.8 LIMITATION 9 1.9 SCOPE OF RESEARCH 9 CHAPTER 2 10 LITERATURE REVIEW 10 2.1 INTRODUCTION 10 2.2 THEORIES 10 2.2.1 Effects of Electronic Word-of-Mouth 10 2.2.2 Observation Learning 11 2.2.3 Influence of Trust on Purchase Intention 13 2.2.4 Source of Information 14 CHAPTER 3 15 THEORETICAL AND CONCEPTUAL FRAMEWORK 15 3.1 THEORETICAL BACKGROUND 15 3.2 CONCEPTUAL FRAMEWORK 21 3.2.1 Explanation of Conceptual Framework 22 3.3 HYPOTHESES 24 CHAPTER 4 26 RESEARCH METHODOLOGY 26 4.1 RESEARCH METHODS 26 4.2 POPULATION OF STUDY 26 4.3 SAMPLING UNIT 27 4.4 SAMPLE SIZE 27 4.5 RESEARCH INSTRUMENT 27 CHAPTER 5 28 DATA ANALYSIS 28 5.1 INTRODUCTION 28 5.2 INTERPRETATION OF DATA 28 5.2.1 Descriptive Analysis 28 5.2.2 Hypothesis Testing 37 ...
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...positively related to product switching and complaint behavior; 2) Teenagers' athlete role model influence is positively related to favorable or positive word-of-mouth behavior; 3) Teenagers' athlete role model influence is positively related to brand loyalty and 4) Female teenagers' athlete role model influence is more positively related to (a) product switching and complaint behavior, (b) favorable word-of-mouth behavior, and (c) brand loyalty than male teenagers. After test the hypotheses, they found that 1) teens' athlete role model influence is not significantly related to product switching or complaining behavior; 2) athlete role model influence is positively related to teenagers' favorable word-of-mouth communications; 3) the results show that athlete role model is positively related to teenagers' brand loyalty; and 4) there are no significant differences between male and female members of Generation Y when it comes to athlete role model influence on product switching and complaint behavior. For marketers, they should realize that celebrity sports athletes are important to adolescents when they make brand choices and talk about these brands positively. Moreover, regardless of their public behavior, teenagers do consider athletes as important role models. In addition, females in our sample may spread more positive word-of-mouth about a product or brand that is endorsed by their favorite celebrity athlete than males. Furthermore, females agreed more than males that athlete role...
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...is known how consumers use these reviews and if they subsequently have any influence on evaluations and purchase intentions of products and retailers. This study examines the effect of negative reviews on retailer evaluation and patronage intention given that the consumer has already made a product/brand decision. Our results indicate that the extent of WOM search depends on the consumer's reasons for choosing an online retailer. Further the influence of negative WOM information on perceived reliability of retailer and purchase intentions is determined largely by familiarity with the retailer and differs based on whether the retailer is a pure-Internet or clicks-and-mortar firm. Managerial implications for positioning strategies to minimize the effect of negative word-of-mouth have been discussed. Research on word of mouth (WOM) effects provides plenty of evidence that a satisfied customer may tell some people about his experience with a company, but a dissatisfied one will tell everybody he meets. Virtual communities with active members who provide evaluations and opinions on products and firms now provide a venue to tell the world and represent one of the fastest growing phenomena on the Web (Armstrong and Hagel 1996). It is not surprising therefore, that providing consumers a venue to voice their opinions, recommendations and complaints and monitoring this word-of-mouth activity has become a business and some firms pay (in cash, points, recognition) consumers for their contributions...
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...THE STUDY OF THE EFFECT SOCIAL MEDIA FACEBOOK AND ITS MOBILE APPLICATIONS ON THE PURCHASING INTENTION OF FASHION APPAREL PRODUCTS TOWARDS THE GENERATIONS Y CONSUMERS IN HONG KONG SIN KIT YING, EMILY BA(Hons)Scheme in Fashion and Textiles (Fashion Marketing and Merchandising Management) INSTITUTE OF TEXTILES & CLOTHING THE HONG KONG POLYTECHNIC UNIVERSITY 2015 THE STUDY OF THE EFFECT SOCIAL MEDIA FACEBOOK AND ITS MOBILE APPLICATIONS ON THE PURCHASING INTENTION OF FASHION APPAREL PRODUCTS TOWARDS THE GENERATIONS Y CONSUMERS IN HONG KONG A Thesis Submitted In Partial Fulfillment of the Requirements For the Degree of Bachelor of Arts (Honours) in Fashion & Textiles (Fashion Marketing and Merchandising Management Specialism) under the Supervision of Dr. CHANG M.T. Jimmy by Emily, Kit Ying SIN Institute of Textiles & Clothing The Hong Kong Polytechnic University May 2015 ACKNOWLEDGEMENTS CERTIFICATE OF ORIGINALITY I hereby declare that this thesis is my own work and that, to the best of my knowledge and belief, it reproduces no material previously published or written, nor material that has been accepted for the award of any other degree or diploma, except where due acknowledgement had been made in the text. _____________________________________________________(Signed) __________________________________________________(Name of student) ABSTRACT Summary of the contents and finding of the thesis briefly LIST OF TABLES ...
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...preference. Introduction Recently, the consumer consciousness had raised and most of the consumers choose to purchase their familiar and favorable brand. Therefore, if businesses want to defeat their competitors, they have to make consumers love to buy their products and brands. Even though consumers are familiarize to the product they heard before and are willing to purchase the product, brand awareness is the most important factor to influence purchase decision. When consumers want to buy a product, and a brand name can come to their minds at once, it reflects that product has higher brand awareness. Consumers’ purchase decision can be influenced if a product has higher brand awareness (Dodds,...
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...Analysis of Effects of Source Credibility, Electronic Word-Of-Mouth, Website Quality, and Perceived Quality towards Buying Decision Yonatan Suganda, Wibawa Prasetya (Pembimbing) ABSTRAK Penelitian menjelaskan pengaruh electronic word-of-mouth, source credibility, website quality dan perceived quality terhadap buying decision. Metode penelitian yang telah dilakukan adalah metode kuantitatif. Analisis dilakukan dengan mengumpulkan data dari kuesioner dengan responden adalah konsumen Bhinneka.Com. Penelitian ini bersifat deskritif dan verikatif, sedangkan analisis berdasarkan pengolahan data menggunakan metode SEMdisertai implikasi teoritis dan implikasi manajerial. Perkembangan internet di Indonesia telah mendorong berkembangnya e-commerce di Indonesia. Menurut data yang dirilis biro riset Frost & Sullivan, bersama China, Indonesia menjadi negara dengan pertumbuhan pasar e-commerce terbesar di dunia dengan rata-rata pertumbuhan 17 persen tiap tahun. Melalui penelitian ini disimpulkan, bahwa variable electronic word-of-mouth dan variable perceived quality tidak berpengaruh terhadap buying decision. Variabel website quality dan variable source credibility mengukur hal yang sama sehingga membentuk variable baru yaitu variable website credibility yang berpengaruh signifikan terhadap buying decision. Penelitian ini juga menemukan bahwa variable perceived quality memiliki pengaruh negative terhadap buying decision Kata kunci: SEM, Confirmatory Factor Analysis, buying decision...
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... The results show that low-involvement products should reward recipients or offer financial rewards to increase intent to purchase. Customers perceive fairness of distributive justice as the underlying mechanism for the influence that reward recipient category and product involvement have on intent to purchase. Finally, implications and limitations for future research are discussed. Keywords: involvement, perceived fairness, purchase intention, referral reward programs, word-of-mouth References Ahrens, J., Coyle, J. R., & Strahilevitz, M. A. (2013). Electronic word of mouth: the effects of incentives on eReferrals by senders and receivers. European Journal of Marketing, 47(7), 1034–1051. http://dx.doi.org/10.1108/03090561311324192 Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of the Personality and Social Psychology, 51(6), 1173–1182. http://dx.doi.org/10.1037/0022-3514.51.6.1173 Barrot, D., Becker, J. U., & Meyners, J. (2013). Impact of service pricing on referral behavior. European Journal of Marketing, 47(7), 1052–1066. http://dx.doi.org/10.1108/03090561311324200 Bowman, D., & Narayandas, D. (2001). Managing customer-initiated contacts with manufacturers: the impact on share of category requirements and word-of-mouth behavior. Journal of Marketing Research, 38(3), 281–297. http://dx.doi.org/10.1509/jmkr.38.3.281.18863 Celsi, R., & Olson...
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...Gülden Turhan, *Ahmet Özbek Factors Affecting Consumers’ Behavioural Intention Towards Apparel Stores: A Test of the Mediating Role of Brand Satisfaction Abstract The research studied the factors that affect consumers’ behavioural intention towards apparel stores. Three different aspects of behavioural intention were examined: consumers’ purchase intention (PI), willingness to pay more (WPAY), and brand recommendation (RECM). Specifically the authors propose a model in which consumer satisfaction with the store brand mediates the effects of attitude towards sales personnel and the convenience of the store’s payment conditions or options on PI, WPAY, and RECM. The relationships hypothesized in the model were tested using two apparel store brands familiar to consumers in the city of Istanbul, Turkey. All findings were in favour of the model proposed for both apparel store brands studied, which were either a sample of men or women. Key words: satisfaction, willingness to pay more, purchase intention, recommendation, payment conditions, attitude towards sales personnel. Marmara University, Faculty of Technical Education, Department of Textile Goztepe/Kadıkoy, 34722, Istanbul, Turkey E-mail: gturhan@marmara.edu.tr *Sinop University, Gerze Vocational High School, Department of Textile Samsun-Sinop Karayolu uzeri Ataturk Mah., 57600, Sinop, Turkey E-mail: ahmetozbek@sinop.edu.tr GENERAL PROBLEMS OF THE FIBRE AND TEXTILE INDUSTRIES n Introduction To date, a vast amount of...
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...globally due to its high innovativeness as a secondary option to leather wallet. Usage of credit cards, cash or checks had been reduced due to the advancement of technology and emergence of e-Wallet. E-Wallet is an easy-to-use, convenient electronic prototype which acts as a secure global payment system by using only a mobile smartphone. This study is directed towards developing a model to explain the consumer's’ intention to adopt e-Wallet in the social context. It adopts Consumer Need for Uniqueness Theory based on the concept of Counter-Conformity Motivation (CCM) also known as Need For Uniqueness. Many researchers had explored the relationship of consumer’s intention to adopt on the technological usage context. However, little research in social context had been carried out. Therefore, this paper aims to examine the factors affecting the consumer adoption intention in social context. This paper found that CCM, self-identity and word-of-mouth (WOM) are the salient determinants in this study of knowledge of consumer adoption intention in e-Wallet. Keywords: e-Wallet, intention to adopt, counter-conformity motivation, need for uniqueness 1.0 Introduction According to the historical evidence, the first use of money is assumed to have started around 600 BC in term of coins (Davies and Davies, 2002). However, the world is evolving, due to the rapid change in technology. Most of the consumers have changed their ways of making bill payment. E-Wallet is the latest trend and phenomenon...
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...marketing but specifically on consumers’ attitudes and purchase intention of eco-friendly products. It has been the global concern for the purpose of the preservation of the polluting and degradation of environment. Many studies have been done on the green marketing exploring the importance of the topic and relationship to the attitude and purchasing behavior of the consumers of eco-friendly products. Through the vital information provided by the expertise, competent and experience researchers, companies have understood the importance of green marketing in order to produce eco-friendly products and these provided much rich information for the literature studies of the thesis The objective of this research was looked into and explored the influencing of the four traditional marketing-mix elements, satisfaction and word of mouth (WOM) on attitude and purchasing intentions of consumers on eco-friendly products specifically fasting moving consumer goods (FMCG) or non-durable ones. The purpose of the study was to obtain information from consumers’ point of view. Furthermore, one perspective of the study was to look into the comparison of the Swedish and the Non-Swedish their attitudes towards ecofriendly products. A questionnaire provided to obtain the views of the Swedish and others nationalities, how they are influenced by the marketing-mix elements (4P), satisfaction and WOM concerning green attitudes and purchase intention of eco-friendly products. A quantitative approach was...
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...IJCSI International Journal of Computer Science Issues, Vol. 9, Issue 3, No 2, May 2012 ISSN (Online): 1694-0814 www.IJCSI.org 99 The Influence of Service Recovery Strategies on Word Of Mouth: Views of Mobile Phone Users Samsudin Wahab and Nor Sabrina Norizan Center of Applied Management Studies Faculty of Business Management, Universiti Teknologi MARA 42300 Puncak Alam, Selangor Abstract This study explores the relationship between perceived customer dimensions of justice and word of mouth among the selected university students in mobile phone usage. The respondent used for this study was 500 business students of Malaysian university students located in Kelang Valley. Out of 327 questionnaires distributed, there were 181 complainants. Dimensions of justice act as an independent variable consisted of procedural, interactional and distributional justice. In order to determine the relationship between dimensions of justice and customer satisfaction the researcher used multiple regressions. The result showed that distributional justice and interactional justice as a significant unique contribution to the prediction of customer word of mouth. Further research should be carried out to identify the other factors of service recovery strategies that will help in increasing the customer satisfaction towards the organization. As this research was conducted in the telecommunication sector, it would be appropriate if further research can investigate if customers from the other...
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...recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth communication; price sensitivity; and complaining behaviour. Further analysis yields an intricate pattern of service quality-service loyalty relationships at the level of the individual dimensions with notable differences across industries. Full Text (9407 words) Copyright MCB UP Limited (MCB) 1999 Josee Bloemer: Faculty of Applied Economics, Limburg University Centre, Diepenbeek, Belgium, and...
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... Goldner (2006) 1 Grigoroudis, E and Siskos, Y (2009) defines, “...a customer is any organization or individual with which you have done business over the past twelve months”. 2 “Customer means the party to which the goods are to be supplied or service rendered by the supplier”. provide definition for ‘customer’ upon two approaches: With refe rence to loyalty, “A customer is the person that assesses the quality of the offered products and services” and on process oriented approach, “the customer is the person or group that receives the work output” (p.9). 3 Customer Satisfaction – Definitions Satisfaction has been broadly defined by Vavra, T.G. (1997) as a satisfactory post - purchase experience with a product or service given an existing purchase expectation. 4 Howard and Sheth (1969) 5 According to Westbrook and Reilly (1983) define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone” (p.145). 6 , customer satisfaction is “an emotional response to the experiences provided by, associated with particular 32 products or services purchased, retail outlets, or even molar patterns of behaviour such as shopping and buyer behaviour, as well as the overall market place” (p.256). Oliver (19 81) 7 The definition offered by Hunt (1977 ) put forward a definition as, “the summary psychological state resulting when the emotion surrounding disconfirmed expectations...
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