Brand Loyalty in Insurance Companies

Size: px
Start display at page:

Download "Brand Loyalty in Insurance Companies"

Transcription

1 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Brand Loyalty in Insurance Companies Sancharan Roy, (B.E., MBA) Assistant Professor, St. Joseph's College of Business Administration, India Abstract The globalization of competition, saturation of markets, and development of information technology have enhanced customer awareness and created a situation where long-term success is no longer achieved through optimized product, price, and qualities. This research is focused to determine the effects of brand value, which is perceived by customers based on the services offered by the insurance company preferred, on the level of loyalty towards insurance companies. This study was carried out based on descriptive research model. Analysis was employed in the study so that the extent to which the level of customer satisfaction about each of the services offered by insurance companies influences the level of customer loyalty to insurance companies can be determined. Keywords: Brand loyalty, Brand value, Insurance Company, Service Introduction This paper examines brand loyalty in insurance industry from the consumers perspective. The central thrust of the marketing activities of a firm is often viewed in terms of development, maintenance, or enhancement of customers loyalty toward its products or services (Dick and Basu, 1994). According to research studies, it can cost as much as 6 times more to win a new customer than it does to keep an existing one.(rosenbarg et al. 1984)

2 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March This paper therefore, presents new empirical evidence on the development of brand loyalty in insurance markets, and draws particular attention to the role of bonds in loyalty development in order to bridge that gap. Brand loyalty According to Aaker (1991) brand loyalty reflects how likely a customer will be to switch to another brand, especially when that brand makes a change, either in price or product features. Brand and customer loyalty is a buyer s overall attachment or deep commitment to a product, service, brand, or organization (Oliver 1999). The loyalty concept is similar in meaning to relationship commitment, which is described by the relationship marketing literature as an enduring desire to be in a valued relationship (Morgan and Hunt 1994). Loyalty manifests itself in a variety of behaviors, the more common ones being recommending a service provider to other customers and repeatedly patronizing the provider (Fornell, 1992). There are many advantages of brand loyalty. According to Delgado-Ballester and Munuera- Aleman (2001) the interest in brand loyalty derives from the value that loyalty generates to companies in terms of: A substantial entry barrier to competitors An increase in the firm s ability to respond to competitive threats Greater sales and revenue A customer base less sensitive to the marketing efforts of competitors Further, Rowley (2005) identifies the benefits of brand loyalty as:

3 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Lower customer price sensitivity Reduced expenditure on attracting new customers Improved organizational profitability Research Methodology One random sampling frame of adult-aged individuals who reside within India was used to recruit participants to this web survey. Randomly selected sampling frames were selected from different industry professionals. The survey was completed within 60 days with a sample size of 416. Objective of the study: The aim of this study is to determine the effects of brand value, which is perceived by insurance customers based on the services offered by the insurance company preferred, on the level of loyalty towards insurance companies. Reliability Analysis of the Research: It is possible to say that the research is reliable as a whole, according to the coefficient of reliability α = Findings: Exhibit 1: Demographic details As can be seen in Table 1, 59.6 % of male, and 40.4 % of them are female customers. When the monthly incomes of the members are examined, it has been seen that % of them have monthly income as Rs , 35.58% of them have monthly income as Rs ,

4 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March % of them have monthly income as Rs , 8.6 % of them have monthly income as Rs more than it.

5 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Table 1 Nationality Frequency Percent Indian Other 0 0 Gender Frequency Percent Man Woman Age Frequency Percent and above Education Frequency Percent Primary school High school Graduate Master Doctorate Monthly income (Rs) Frequency Percent and above Exhibit 2: Insurance companies meeting of expectations As can be seen in Table 2, customers were asked if the services provided by an insurance company met their expectations in terms of value for money, and 78.8% of the customers stated that their expectations were met while 21.2% of them gave negative response to this question. As can be seen in Table 2, the money spent by customers meet their expectations to a great extent. On the other hand, the 21.2-percent negative response points out that identifying customers wants and needs accurately and meeting them has become really important for insurance companies.

6 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Therefore, insurance companies should increase communication channels with their customers and also become involved in studies aimed at measuring customer satisfaction and value by using techniques like questionnaires. Apparently, customers attach a great deal of importance to fulfillment of their wants and needs. In this respect, insurance companies have to provide their customers with services designed to create higher values for their customers and to increase customer loyalty to insurance companies. Thus, it seems obligatory for insurance companies to provide various options in value-oriented services such as insurance cover, increasing sales promotions, reminders for the payment of premium, add-on services. Furthermore, communication channels with customers should be increased so that customer wants and needs can be identified more accurately and services should be provided continuously through a strategy from which all customers in the market can benefit. Table 2 Meeting of expectations Frequency Percent Yes No

7 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Table 3 Experiencing negative situations Frequency Percent Never experience Rarely experience Experience Too much experience 4 1 Certainly experience 4 1 Exhibit 3: Efficiency of Insurance Company s attitude towards negative situations As can be seen in Table 4, those customers who had stated that they had had a negative experience concerning the insurance firm chosen (n=116) were inquired about the extent to which they found companies attitude towards problems efficient. The responses indicate that 51.7% of the customers regard the insurance firms attitude towards the problems experienced as efficient. On the other hand, 24.1% of them provided neither positive nor negative responses while 17.2% of them stated that they found the insurance firms attitude towards the problems inefficient. This situation shows that the personnel of the companies should receive more training and there should be more effort about the management of customer relations. Also, insurance companies should ensure that their personnel have a feeling of satisfaction and contentment about their job. It is only natural that a member of staff with a complete training and a feeling of contentment about his or her job will adopt a more positive attitude towards customers.

8 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Furthermore, a well-qualified employee could help increasing customers level of loyalty to insurance firms by creating more customer value on behalf of firms. Table 4 Efficiency of company s attitude towards negative situations Frequency Percent Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Exhibit 4: Communicating suggestions and complaints As can be seen in Table 5, customers participating in the survey were asked whether they thought their suggestions and complaints were conveyed to the relevant departments of insurance companies or not. According to the results, 51.0% of the customers stated that they thought their suggestions and complaints were conveyed to the concerning departments of insurance companies. On the other hand, the percentages of those providing negative responses for this question and those giving neither positive nor negative responses were 18.27% and % respectively. This situation points out that the units of insurance where suggestions and complaints are evaluated prove inefficient. Customers may have the opinion that when their remark about a negative situation is conveyed to the relevant unit it is ignored. In this respect, it becomes critical that customers suggestions and complaints be evaluated by the relevant unit

9 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March and immediate feedback is communicated to customers. Resolving an issue and providing feedback about that may lead to a change of negative opinions about insurance companies even if customers have experienced a negative situation. Table 5 Communicating suggestions & complaints Frequency Percent Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree 4 1 Exhibit 5: Determinants of Insurance Choice and Satisfaction level As can be seen in Table 6, in terms of services and criteria, the questions in the first and second parts of the study were aimed at the services provided and factors affecting customer value such as brand image, insurance cover, safety of premium paid and human resources management. It is considered that each of the services and criteria questioned is included simultaneously by one or more factors affecting customer value. When the order of importance assigned by customers to the services provided by the insurance they prefer is examined, it can be seen that the services of great importance are, in a descending order, less calls from sales team (O=4.86) and am I getting what I was promised (O=4.74) followed by safety of premium paid (O=4.54). Other services following them are reminders for the payment of premium (O=4.49), minimum charges

10 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March (O=4.46) and timely payment at the time of mishappening (O=4.37). These are followed by How is the salesperson explaining the nitty-gritty of the insurance plan (O=4.34), which indicates that service factors also may play a more significant role. The importance assigned by customers is followed by Insurance cover (O=4.33), brand image of insurance (O=4.27) and Effective insurance policy (O=4.19). When the factors satisfying customers about the services of the insurance they choose are examined, it can be seen that customers are satisfied most by less calls from sales team (O=4.62) and am I getting what I was promised (O=4.51) followed by ease of claiming the money (O=4.13), minimum charges (O=4.11) and availability of on-line services (O=4.08). How is the salesperson explaining the nitty-gritty of the insurance plan is lower (O=3.68) than that for other service factors, which plainly reveals the fact that insurance firms should become engaged in more actions to create more customer value in their activities. As Table 6 demonstrates, the satisfaction and importance levels assigned by customers vary significantly for all the services of the insurance preferred except for add-on services and availability of online services. The least satisfying factors based on level of importance are how is the salesperson explaining the nitty-gritty of the insurance plan (O O =4.34; O T =3.68), safety of premium paid (O O =4.54; O T =3.93) and insurance cover (O O =4.33; O T =3.81). Apparently, customers express dissatisfaction with the insurance company chosen particularly in terms of the satisfaction levels they expect from these services. In other words, it seems that their expectations are not met and the value created by Insurance Company for customers cannot be perceived.

11 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Table 6 Insurance choice & satisfaction level Importance Satisfaction Matched z test O SS O SS Z p Insurance cover Effective insurance policy How is the salesperson explaining the nitty-gritty of the insurance plan Ease of claiming the money Reminders for the payment of premium Add on services Timely payment at the time of mishappening Am I getting what I was promised Safety of premium paid Less calls from sales team Availability of online services Minimum charges(% deducted from premium) Meeting special requests

12 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Exhibit 6: Loyalty towards Insurance As can be seen in Table 7, when customers were asked if they would think of not having a lifelong loyalty to the insurance company they preferred or not, 36.8% of them stated that they would be loyal to the insurance they preferred while 33.8% stated they wouldn t. On the other hand, the percentage of those customers providing neither positive nor negative response for that question was 29.5%. As Table 7 clearly shows, the percentage of customers thinking of being loyal to their insurance (36.6%) and the percentage of customers not thinking this way (33.65%) are very close. This situation demonstrates that customers may feel loyal to a particular insurance in direct proportion to the service value offered to them by insurance companies. As customers value perceptions are formed in line with their relative decisions, any value component to be created by an insurance company can be perceived in a different way by any customer. Customers form their preference criteria based on the comparisons among insurances offering the services which create value for them. Customers show preference to the insurance which creates most value for them. However, this does not necessarily mean that a feeling of loyalty to the insurance company preferred is created within customers because a customer may show different preferences among the insurance companies creating most values for him or her. The percentage of those customers providing neither positive nor negative responses for this question (29.8%) seems to support this suggestion. Habits deriving from previous experiences may be a strong determinant for customers insurance choice. However, this habit for an insurance company does not again mean loyalty to that insurance.

13 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March The concept of loyalty to be formed for an insurance company can be shaped by improving value oriented services and presenting them to customers continuously. Therefore, insurances operating should keep up with developing technology, improve the services creating most value for customers, and provide these series continuously throughout a year except for certain intervals. Table 7 Loyalty towards insurance Frequency Percent Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Conclusions Today s insurance companies have started to employ various marketing methods and strategies in an intensely competitive environment where product and service differentiation is becoming harder and harder, the number of rival companies is increasing and a new notion of customer whose wants and expectations are increasing day by day is emerging. In order for insurance companies to determine methods and strategies appropriate for themselves, they have to identify accurately the characteristics of the market in which they provide service. They particularly have to ensure customer value, which is defined as providing products and services with qualities different from rival insurances and with most benefit. It is clear that, in addition to insurance

14 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March cover, criteria such as convenience of paying premium, services and criteria related to comfort such as online services and behavior and attitude of personnel and other service features such as reminders for the payment of premium and meeting special requests are also influential in creating value for customers and ensuring customer loyalty. In conclusion, in marketing strategies aimed at creating value for customers, insurance companies have to determine the services and criteria regarded important by customers accurately and in line with customer expectations. Thus, satisfaction level of customers about the services and criteria offered should continuously be measured. As well as creating a benefit for customers, the services and criteria to satisfy the customers and regarded important by them also create a value and loyalty for customer. The research findings indicate that brand-customer bonds grow stronger as the commitment of the customer for the brand intensifies. Evidence of very high levels of commitment to brands was The current research confirms that, where loyalties develop as a result of emotional attachments, strong bonds can form where the brand becomes established in the life of the consumer. The research also indicates that bonds can form where consumers are loyal for cognitive reasons. References: Aaker, D. (1991). Managing Brand Equity: Capitalising on the Value of a Brand Name, NY: The Free Press. Aaker, D. (1996). Building Strong Brands, NY: The Free Press.

15 Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March Delgado-Ballester, E. and Munuera-Aleman, J. (2001). Brand Trust in the Context of Consumer Loyalty, European Journal of Marketing, Vol. 35, No , pp Dick, A. and Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework, Journal of Marketing Science, Vol. 22, No. 2, pp Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience?. Journal of Marketing, 56, 1, Morgan, R.M., Hunt, S.D. (1994). The Commitment-Trust Theory of Relationship Marketing?. Journal of Marketing, 58, Rosenberg, L., Czepiel, J.A. (1984). A Marketing Approach to Customer Retention. Journal of Customer Marketing, 1, Oliver, R. (1999). Whence Customer Loyalty? Journal of Marketing, Vol. 63, pp Rowley, J. (2005). The Four Cs of Customer Loyalty, Marketing Intelligence and Planning, Vol. 23, No. 6, pp

A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers

A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers Özlem Atalık School of Civil Aviation, Anadolu University ki Eylül

More information

The Bucharest Academy of Economic Studies, Romania E-mail: filip.alina@gmail.com E-mail: langhel@ase.ro

The Bucharest Academy of Economic Studies, Romania E-mail: filip.alina@gmail.com E-mail: langhel@ase.ro Customer Loyalty and its Determinants in a Banking Services Environment Alina Filip 1 and Laureniu-Dan Anghel 2 1) 2) The Bucharest Academy of Economic Studies, Romania E-mail: filip.alina@gmail.com E-mail:

More information

COMPARING SERVICE LOYALTY BETWEEN PRIVATE AND PUBLIC SECTOR BANKS: A STUDY BASED IN WEST BENGAL

COMPARING SERVICE LOYALTY BETWEEN PRIVATE AND PUBLIC SECTOR BANKS: A STUDY BASED IN WEST BENGAL COMPARING SERVICE LOYALTY BETWEEN PRIVATE AND PUBLIC SECTOR BANKS: A STUDY BASED IN WEST BENGAL Rituparna Ghosh MBA, PGDHRM, PhD (Pursuing) Assistant Professor (Institute of Management Study) ABSTRACT

More information

Does Trust Matter to Develop Customer Loyalty in Online Business?

Does Trust Matter to Develop Customer Loyalty in Online Business? Does Trust Matter to Develop Customer Loyalty in Online Business? Pattarawan Prasarnphanich, Ph.D. Department of Information Systems, City University of Hong Kong Email: pprasarn@cityu.edu.hk Abstract

More information

Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks

Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks Prof. Tapan K.Panda* Introduction A high level of external customer satisfaction

More information

IJMT Volume 2, Issue 9 ISSN: 2249-1058

IJMT Volume 2, Issue 9 ISSN: 2249-1058 Business Profitability Through Customer Loyality and Satisfaction in India with Special Reference to Dehradun (Uttarakhand) Vikas Agarwal* Ajay Chaurasia** Prateek Negi** Abstract This research paper s

More information

Customer Relationship Management based on Increasing Customer Satisfaction

Customer Relationship Management based on Increasing Customer Satisfaction International Journal of Business and Social Science Vol. 5, No. 5; April 2014 Customer Relationship Management based on Increasing Customer Satisfaction Fangfang Tao Management School Shanghai University

More information

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the

More information

Enhancing Customer Relationships in the Foodservice Industry

Enhancing Customer Relationships in the Foodservice Industry DOI: 10.7763/IPEDR. 2013. V67. 9 Enhancing Customer Relationships in the Foodservice Industry Firdaus Abdullah and Agnes Kanyan Faculty of Business Management, Universiti Teknologi MARA Abstract. Intensification

More information

Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature

Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature Doi:10.5901/ajis.2013.v2n9p223 Abstract Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature Phd. Student Elvira Tabaku Faculty of Economy Aleksander

More information

Customer Relationship Management: A Case Study of Religare Securities Maraimalai Nagar

Customer Relationship Management: A Case Study of Religare Securities Maraimalai Nagar 65 Customer Relationship Management: A Case Study of Religare Securities Maraimalai Nagar Josephine Lalrindiki, Research Scholar, Department of Management, Mizoram University, Aizawl Dr Amit Kumar Singh,

More information

Managing Customer Retention

Managing Customer Retention Customer Relationship Management - Managing Customer Retention CRM Seminar SS 04 Professor: Assistent: Handed in by: Dr. Andreas Meier Andreea Iona Eric Fehlmann Av. Général-Guisan 46 1700 Fribourg eric.fehlmann@unifr.ch

More information

A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District

A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District Dr. H. Balakrishnan* & R. Krishnaveni** *Principal & Secretary, S.N.R Sons College,

More information

The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services

The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services Moon-Koo Kim*, Jong-Hyun Park*, Myeong-Cheol Park** *Electronics and Telecommunications Research Institute,

More information

Assessing CRM indicators effects on creating brand image at health care services

Assessing CRM indicators effects on creating brand image at health care services Available online at www.behaviorsciences.com Reef Resources Assessment and Management Technical Paper ISSN: 16077393 RRAMT 2013 Vol. 38(2), 2013, 5 Assessing CRM indicators effects on creating brand image

More information

Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh

Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh Papri Shanchita Roy Lecturer (Statistics), Department of Business Administration, Stamford University

More information

The Impact of Consumer Interactions in Social Networking Sites on Brand Perception

The Impact of Consumer Interactions in Social Networking Sites on Brand Perception IBIMA Publishing Journal of Internet and e-business Studies http://www.ibimapublishing.com/journals/jiebs/jiebs.html Vol. 2015 (2015), Article ID 197131, 7 pages DOI: 10.5171/2015.197131 Research Article

More information

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan)

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan) ACADEMIE ROYALE DES SCIENCES D OUTRE-MER BULLETIN DES SEANCES Vol. 4 No. 2 May 2015 pp. 260-266 ISSN: 0001-4176 The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank

More information

Deploying a CRM system in practice Understanding the user experience Received (in revised form): 5th February, 2007

Deploying a CRM system in practice Understanding the user experience Received (in revised form): 5th February, 2007 Deploying a CRM system in practice Understanding the user experience Received (in revised form): 5th February, 2007 Yuksel Ekinci is one of the leading international academics in service quality and customer

More information

Altarum Comparison of Physician and Consumer Health Care Opinions. September 20, 2012

Altarum Comparison of Physician and Consumer Health Care Opinions. September 20, 2012 Altarum Comparison of Physician and Consumer Health Care Opinions September 20, 2012 W. Lynch C. Ciucci Altarum Comparison of Physician and Consumer Health Care Opinions September 20, 2012 Table of Contents

More information

Chapter VIII Customers Perception Regarding Health Insurance

Chapter VIII Customers Perception Regarding Health Insurance Chapter VIII Customers Perception Regarding Health Insurance This chapter deals with the analysis of customers perception regarding health insurance and involves its examination at series of stages i.e.

More information

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction

More information

IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X. Volume 8, Issue 2 (Jan. - Feb. 2013), PP 69-75 www.iosrjournals.

IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X. Volume 8, Issue 2 (Jan. - Feb. 2013), PP 69-75 www.iosrjournals. IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X. Volume 8, Issue 2 (Jan. - Feb. 2013), PP 69-75 The Impact of Outsourcing External Recruitment Process on the Employee Commitment and

More information

COMPETITION IN THE AUSTRALIAN PRIVATE HEALTH INSURANCE MARKET

COMPETITION IN THE AUSTRALIAN PRIVATE HEALTH INSURANCE MARKET COMPETITION IN THE AUSTRALIAN PRIVATE HEALTH INSURANCE MARKET Page 1 of 11 1. To what extent has the development of different markets in the various states had an impact on competition? The development

More information

A STUDY ON CRM IMPLEMENTATION IN THE INDIAN BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

A STUDY ON CRM IMPLEMENTATION IN THE INDIAN BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY IJER Serials Publications 12(2), 2015: 477-485 ISSN: 0972-9380 A STUDY ON CRM IMPLEMENTATION IN THE INDIAN BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY Abstract: Purpose - To understand the critical

More information

A STUDY ON FACTORS AFFECTING CUSTOMERS INVESTMENT TOWARDS LIFE INSURANCE POLICIES

A STUDY ON FACTORS AFFECTING CUSTOMERS INVESTMENT TOWARDS LIFE INSURANCE POLICIES 106 A STUDY ON FACTORS AFFECTING CUSTOMERS INVESTMENT TOWARDS LIFE INSURANCE POLICIES ABSTRACT MS. BABITA YADAV*; DR. ANSHUJA TIWARI** *Research Scholar, Faculty of Commerce, R.D.V.V, Jabalpur. **Assistant

More information

INFLUENCE OF THE CUSTOMER EXPERIENCE ON SATISFACTION WITH MOBILE PHONES

INFLUENCE OF THE CUSTOMER EXPERIENCE ON SATISFACTION WITH MOBILE PHONES JOURNAL OF ENGINEERING MANAGEMENT AND COMPETITIVENESS (JEMC) Vol. 2, No. 2, 2012, 69-75 INFLUENCE OF THE CUSTOMER EXPERIENCE ON SATISFACTION WITH MOBILE PHONES Marina DOBROTA 1, Ana NIKODIJEVIĆ 2, Dobrivoje

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET

CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET Dr. Amit Kumar Assistant Professor, Department Of Commerce, Sunbeam College For Women, Varanasi (U.P.) dramitsunbeam@gmail.com Abstract The modern environment

More information

filtering through the noise Empathica s Approach to Customer Experience Management

filtering through the noise Empathica s Approach to Customer Experience Management Empathica s Approach to Customer Experience Management 2121 Argentia Road, Suite 200 Mississauga ON L5N 2X4 CANADA tel 905.542.9001 fax 905.542.8170 www.empathica.com Retailers must measure, manage and

More information

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL Dr. A.R. Annadurai* INDUSTRY Abstract: Social CRM is an advanced form of customer relationship management that uses social media services,

More information

Developing and Validating Customer Relationship Management (CRM) Practices Construct

Developing and Validating Customer Relationship Management (CRM) Practices Construct International Journal of Business and Behavioral Sciences Vol., No.; January 0 Developing and Validating Customer Relationship Management (CRM) Practices Construct Zuliana Zulkifli, *Izah Mohd Tahir Faculty

More information

INSURANCE CONSULTANTS ATTITUDE TOWARDS RELATIONSHIP MARKETING ELEMENTS

INSURANCE CONSULTANTS ATTITUDE TOWARDS RELATIONSHIP MARKETING ELEMENTS INSURANCE CONSULTANTS ATTITUDE TOWARDS RELATIONSHIP MARKETING ELEMENTS Grigoraş Elena University Alexandru Ioan Cuza, Iaşi Faculty of Economics and Business Administration Stofor Ovidiu University Alexandru

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Potentiality of Online Sales and Customer Relationships

Potentiality of Online Sales and Customer Relationships Potentiality of Online Sales and Customer Relationships P. Raja, R. Arasu, and Mujeebur Salahudeen Abstract Today Internet is not only a networking media, but also as a means of transaction for consumers

More information

Total Quality Management in the Malaysian Automobile Industry

Total Quality Management in the Malaysian Automobile Industry Total Quality Management in the Malaysian Automobile Industry Ismah Osman Faculty of Business Management, Universiti Teknologi MARA 40450, Shah Alam, Selangor, Malaysia Tel: 60-3-554-4446 E-mail: ismah817@salam.uitm.edu.my

More information

Competition Strategies between Five Cell Phone Service Providers in Pakistan

Competition Strategies between Five Cell Phone Service Providers in Pakistan Competition Strategies between Five Cell Phone Service Providers in Pakistan Dr. Rukhsar Ahmed 1 and Atif Hassan 2 1 Professor and Dean, Preston University Karachi, Pakistan 2 PhD Management Scholar, Ifugao

More information

International Journal of Advance Research in Computer Science and Management Studies

International Journal of Advance Research in Computer Science and Management Studies Volume 2, Issue 9, September 2014 ISSN: 2321 7782 (Online) International Journal of Advance Research in Computer Science and Management Studies Research Article / Survey Paper / Case Study Available online

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables

More information

Bridging Branding and Strategic Planning A Practical Toolkit

Bridging Branding and Strategic Planning A Practical Toolkit Bridging Branding and Strategic Planning A Practical Toolkit Patricia McQuillan, Sharon Paskowitz, Samantha Taylor and other members of CMA s Branding and Strategic Planning Council Contents Overview 3

More information

Management & Marketing 1. Introduction

Management & Marketing 1. Introduction EVALUATING CUSTOMER SATISFACTION IN BANKING SERVICES Irina BENA Academy of Economic Studies, Bucharest, Romania Piata Romana no. 6, sector 1, Bucharest e-mail: irina.bena@gmail.com Abstract. New, competitive

More information

A Study On Indian Consumers Attitude Towards SMS Advertising Through Mobile Phones

A Study On Indian Consumers Attitude Towards SMS Advertising Through Mobile Phones 38 Opinion-Volume 1, No. 1, December 2011 A Study On Indian Consumers Attitude Towards SMS Advertising Through Mobile Phones Abstract Ravindra Reddy. T* Dr. Rajyalakshmi N** The rapid increase in the usage

More information

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan)

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Tauseef Ahmad Jai Narain Vays University Department of accounting Dr. Omar A.A. Jawabreh Department of Tourism and Hotels

More information

How Financial Institutions Can Build Customer Relationships for Long-Term Success

How Financial Institutions Can Build Customer Relationships for Long-Term Success How Financial Institutions Can Build Customer Relationships for Long-Term Success By First Data and Market Strategies International 2011 First Data Corporation. All trademarks, service marks and trade

More information

Role of Social Media on Public Relation, Brand Involvement and. Brand Commitment

Role of Social Media on Public Relation, Brand Involvement and. Brand Commitment Role of Social Media on Public Relation, Brand Involvement and Brand Commitment Noor-e-Hira Naveed Foundation University Islamabad Abstract The study is focused on finding out the role of social media

More information

Relationship Quality as Predictor of B2B Customer Loyalty. Shaimaa S. B. Ahmed Doma

Relationship Quality as Predictor of B2B Customer Loyalty. Shaimaa S. B. Ahmed Doma Relationship Quality as Predictor of B2B Customer Loyalty Shaimaa S. B. Ahmed Doma Faculty of Commerce, Business Administration Department, Alexandria University Email: Shaimaa_ahmed24@yahoo.com Abstract

More information

SERVICE QUALITY DIMENSION COMPARISON BETWEEN PUBLIC AND PRIVATE LIFE INSURANCE COMPANIES

SERVICE QUALITY DIMENSION COMPARISON BETWEEN PUBLIC AND PRIVATE LIFE INSURANCE COMPANIES MADRAS UNIVERSITY JOURNAL OF BUSINESS AND FINANCE ISSN: 2320-5857 Refereed, Peer-reviewed and Bi-annual Journal from the Department of Commerce Vol. 2 No. 1 January 2014 Pp. 63-68 www.journal.unom.ac.in

More information

Online International Interdisciplinary Research Journal, {Bi-Monthly}, ISSN 2249-9598, Volume-V, Issue-V, Sept-Oct 2015 Issue

Online International Interdisciplinary Research Journal, {Bi-Monthly}, ISSN 2249-9598, Volume-V, Issue-V, Sept-Oct 2015 Issue Study of Employee Perception towards Performance Appraisal System with Special Reference to Education Sector in Pune City Sunanda Navale Founder Secretary, Sinhgad Technical Education Society, Ambegaon

More information

LIST OF TABLES. Table No. Table Name Page No. 4.2.5 Frequency tables on customization of services 56

LIST OF TABLES. Table No. Table Name Page No. 4.2.5 Frequency tables on customization of services 56 LIST OF TABLES Table No. Table Name Page No. 4.2.1 Respondent s age 48 4.2.2 Cross-tabulation between the ease of opening a bank account and age 4.2.3 Cross tabulation between the ease in opening a bank

More information

Investors Attitudes towards Stock Market Investment

Investors Attitudes towards Stock Market Investment International Journal of scientific research and management (IJSRM) Volume 3 Issue 7 Pages 3356-3362 2015 \ Website: www.ijsrm.in ISSN (e): 2321-3418 Investors Attitudes towards Stock Market Investment

More information

Online Customer Experience

Online Customer Experience Online Customer Experience What is the experience and how is it difference for frequent and infrequent purchasers, age cohorts and gender groups? Prepared by Jillian Martin and Gary Mortimer for Coles

More information

ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies

ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 14 International Journal of Advance Research in Computer Science and Management Studies Research Article / Paper / Case Study Available online at: www.ijarcsms.com

More information

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran).

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Peyman Jesri MA in MBA in Islamic Azad University, Sanandaj, Iran Freyedon Ahmadi Departement

More information

A Study on Customer Satisfaction in Mobile Telecommunication Market by Using SEM and System Dynamic Method

A Study on Customer Satisfaction in Mobile Telecommunication Market by Using SEM and System Dynamic Method A Study on in Mobile Telecommunication Market by Using SEM and System Dynamic Method Yuanquan Li, Jiayin Qi and Huaying Shu School of Economics & Management, Beijing University of Posts & Telecommunications,

More information

Customer Relationship Management in Hotel Industry

Customer Relationship Management in Hotel Industry Pacific Business Review International Volume 5 Issue 12 (June 2013) Customer Relationship Management in Hotel Industry Gagandeep Banga, Babita Kumar*, Harshal Goyal** 71 Hotel industry is a highly flourishing,

More information

COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES.

COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES. 277 CHAPTER VI COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES. This chapter contains a full discussion of customer loyalty comparisons between private and public insurance companies

More information

Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES

Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES What is employee satisfaction? Employee satisfaction is the individual employee s general attitude towards the job. It is also an employee

More information

to selection. If you have any questions about these results or In the second half of 2014 we carried out an international

to selection. If you have any questions about these results or In the second half of 2014 we carried out an international Candidate Experience Survey RESULTS INTRODUCTION As an HR consultancy, we spend a lot of time talking We ve set out this report to focus on the findings of to our clients about how they can make their

More information

Journal of Internet Banking and Commerce

Journal of Internet Banking and Commerce Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/) Journal of Internet Banking and Commerce, August 2011, vol. 16, no.2 (http://www.arraydev.com/commerce/jibc/)

More information

Customer Experience Management-As a Key strategy to build Brands in International Markets

Customer Experience Management-As a Key strategy to build Brands in International Markets Customer Experience Management-As a Key strategy to build Brands in International Markets Ms.Sunitha Chakravarthy* Prof.G.V.Bhavani Prasad** * Assistant Professor, Department of Management, Kakatiya Institute

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management The philosophy of CRM is the recognition of the fact that a long-term relationship with customers can be one of the most important assets of an organization, providing

More information

The Shopping Mall: A Study on Customer Experience Executive Summary

The Shopping Mall: A Study on Customer Experience Executive Summary The Shopping Mall: A Study on Customer Experience Executive Summary Introduction 917 telephone interviews were conducted nationally with American consumers between October 29 and November 9, 2008. The

More information

International Journal of Computing and Corporate Research IJCCR India

International Journal of Computing and Corporate Research IJCCR India ENHANCING CUSTOMER VALUE PROPOSITION THROUGH CUSTOMER RELATIONSHIP MANAGEMENT IN RETAILING Prof. V.P.Deshmukh, Prof S.P.Shinde, Prof. N.R.Jadhav Bharati Vidyapeeth University, Y.M.I.M., Karad, Maharashtra,

More information

Information resources and services of national science library India, New Delhi: A user study

Information resources and services of national science library India, New Delhi: A user study International Journal of Library and Information Science Vol. 1(2) pp. 017-021 July, 2009 Available online http://www.academicjournals.org/ijlis 2009 Academic Journals Full Length Research Paper Information

More information

introduction to customer retention

introduction to customer retention introduction to customer retention Increasing Customer Retention Reduce Attrition Ask if anything is wrong Sell and sell again Frequent communication Deliver extraordinary service A complaint is a gift

More information

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services 2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore The Influence of Trust and Commitment on Customer Relationship Management Performance

More information

Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means

Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Costas Assimakopoulos 1 1 Department of Business Administration, Alexander

More information

CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES

CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES I n t e r n a t i o n a l J o u r n a l o f M a n a g e m e n t F o c u s 1 CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES G. RAJU Asst. Professor of Business Administration, St. Thomas

More information

MODULE TITLE: Foundations of Marketing

MODULE TITLE: Foundations of Marketing SCHOOL OF ARTS, SOCIAL SCIENCES AND MANAGEMENT DIVISION OF BUSINESS, ENTERPRISE AND MANAGEMENT LEVEL 1 DIET 1 MODULE CODE: B1072 MODULE TITLE: Foundations of Marketing DATE: 16/12/2014 WRITING TIME: 2

More information

Guide to creating a great workplace. Creating a Positive Candidate & New- Hire Experience

Guide to creating a great workplace. Creating a Positive Candidate & New- Hire Experience 01 Guide to creating a great workplace Creating a Positive Candidate & New- Hire Experience Introduction Creating a positive candidate and new-hire experience has become an essential part of attracting

More information

Customers Switching in Mobile Phone Service Providers in Pakistan

Customers Switching in Mobile Phone Service Providers in Pakistan Customers Switching in Mobile Phone Service Providers in Pakistan Mohammad Aamir, Waseem Ikram, Khalid Zaman Department of Management Sciences, COMSATS Institute of Information Technology, Abbottabad,

More information

in nigerian companies.

in nigerian companies. Information Management 167 in nigerian companies. Idris, Adekunle. A. Abstract: Keywords: Relationship Marketing, Customer loyalty, Customer Service, Relationship Marketing Strategy and Nigeria. Introduction

More information

Investigating factors that can have an impact on customer loyalty -an empirical study of IKEA

Investigating factors that can have an impact on customer loyalty -an empirical study of IKEA University of Gävle Department of Business Administration Title: Investigating factors that can have an impact on customer loyalty -an empirical study of IKEA Author: Nana Wei 850220-T141 Supervisor: Dr.

More information

Sales Skill Competency Model & Course Library

Sales Skill Competency Model & Course Library Sales Skill Competency Model & Course Library s Key and Competency Model There are 33 key sales skills in the MoneyBall Sales Competency Model. Each of these skills can be examined individually, or grouped

More information

The Impacts of Customer Loyalty on Negative Word-of-Mouth Communication and. Repurchase Intention. Bunyamin Topcu, PhD

The Impacts of Customer Loyalty on Negative Word-of-Mouth Communication and. Repurchase Intention. Bunyamin Topcu, PhD Journal of Marketing and Management, 6 (1), 16-27, May 2015 16 The Impacts of Customer Loyalty on Negative Word-of-Mouth Communication and Repurchase Intention Bunyamin Topcu, PhD Marmara University, Istanbul/Turkey

More information

APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA

APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA Mr Ameur Bensalem 1, Dr Rahima Houalef 2 1. University Assistant Lecturer, The University of Bechar, Bechar,

More information

RURAL CONSUMER BUYING BEHAVIOUR AND BRAND AWARENESS OF DURABLE PRODUCTS

RURAL CONSUMER BUYING BEHAVIOUR AND BRAND AWARENESS OF DURABLE PRODUCTS RURAL CONSUMER BUYING BEHAVIOUR AND BRAND AWARENESS OF DURABLE PRODUCTS Dr. Seema Laddha Associate Professor, NCRD s Sterling Institute of Management Studies, Nerul, Navi Mumbai The consumer durables industry

More information

CHAPTER 1. Overview of CRM. E-Customer Relationship Management

CHAPTER 1. Overview of CRM. E-Customer Relationship Management CHAPTER 1 Overview of CRM E-Customer Relationship Management Objectives Defines CRM as a process and as a hub of learning for the organization Outlines costs and benefits of the CRM system for organizations

More information

YOUR MARKETING CHECKLIST

YOUR MARKETING CHECKLIST YOUR CHECKLIST Marketing can impact 2 things 1 2 Your business outcomes by focusing on your PERSONAL GOALS BUSINESS GOALS CONSTRAINTS Your clients satisfaction by aligning your IDEAL CLIENT Desired outcomes,

More information

The Impact of Marketing Mix on Brand Equity of Sneakers

The Impact of Marketing Mix on Brand Equity of Sneakers The Impact of Marketing Mix on Brand Equity of Sneakers Rasool Zabetian 1, Ali Benesbordi 2, Khalil Tari Gholi 3 Abstract This study aimed to investigate the impact of selected elements of the marketing

More information

INVESTING FOR A BETTER LIFE

INVESTING FOR A BETTER LIFE FEATURED INSIGHTS DELIVERING CONSUMER CLARITY INVESTING FOR A BETTER LIFE A LIFE INSURANCE LANDSCAPE STUDY IN INDIA BY: SUBHASH CHANDRA, EXECUTIVE DIRECTOR, NIELSEN INTENTION TO INVEST IN LIFE INSURANCE

More information

A PANEL STUDY FOR THE INFLUENTIAL FACTORS OF THE ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

A PANEL STUDY FOR THE INFLUENTIAL FACTORS OF THE ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM 410 International Journal of Electronic Business Management, Vol. 4, No. 5, pp. 410-418 (2006) A PANEL STUDY FOR THE INFLUENTIAL FACTORS OF THE ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM Jan-Yan

More information

The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender

The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender , pp.40-44 http://dx.doi.org/10.14257/astl.2015.114.08 The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender Ki-Han Chung 1, Ji-Eun

More information

Strategies for Success with Online Customer Support

Strategies for Success with Online Customer Support 1 Strategies for Success with Online Customer Support Keynote Research Report Keynote Systems, Inc. 777 Mariners Island Blvd. San Mateo, CA 94404 Main Tel: 1-800-KEYNOTE Main Fax: 650-403-5500 product-info@keynote.com

More information

Asian Research Journal of Business Management

Asian Research Journal of Business Management Asian Research Journal of Business Management FACTORS INFLUENCING ONLINE TRADING ADOPTION: A STUDY ON INVESTORS ATTITUDE IN GREATER VISAKHAPATNAM CITY Dr. Krishna Mohan Vaddadi 1 & Merugu Pratima 2 * 1

More information

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Zuliana Zulkifli, *Izah Mohd Tahir Faculty of Business Management and Accountancy, University Sultan Zainal Abidin,

More information

LEADERSHIP DEVELOPMENT

LEADERSHIP DEVELOPMENT RESEARCH RESULTS CLIENT RESEARCH RESULTS BY: JAZMINE BOATMAN CONSULTANT, CABER REALIZATION RESULTS: Trainees reported a 90 percent improvement in the number of leaders displaying positive leadership behaviors

More information

DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY

DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY Shahzad Khan, Lecturer City University of Science & I-T, Peshawar Pakistan Syed Majid Hussain, BBA (Hons) student, City University of Science

More information

Objectives 3/27/12. Process Improvement: The Customer is Not the Problem. Rosa West PhD, MBA, LMHC, LMFT. Westcare Wellness & ConsulHng, LLC

Objectives 3/27/12. Process Improvement: The Customer is Not the Problem. Rosa West PhD, MBA, LMHC, LMFT. Westcare Wellness & ConsulHng, LLC Process Improvement: The is Not Process Improvement: The is not the Problem Rosa West PhD, MBA, LMHC, LMFT This product was supported by the Florida Department of Children & Families Substance Abuse and

More information

CHAPTER-VIII FINDINGS AND SUGGESTIONS

CHAPTER-VIII FINDINGS AND SUGGESTIONS CHAPTER-VIII FINDINGS AND SUGGESTIONS The present study has brought some novel contributions towards the knowledge of online shopping and found the reasons for the shift in buying behavior from the traditional

More information

E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region

E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region *Prof. Vishal Raut Associate Professor-Trinity Institute of Management & Research Pune, Maharashtra, India **Prof. Dr.

More information

The Effect of Information Technology (IT) Support on Innovations Concepts: A study of Textile Sector in Pakistan

The Effect of Information Technology (IT) Support on Innovations Concepts: A study of Textile Sector in Pakistan The Effect of Information Technology (IT) Support on Innovations Concepts: A study of Textile Sector in Pakistan Abstract Muhammad Mohsin MBA (Quality Management), Govt College University Faisalabad, Pakistan

More information

Profiles and Data Analysis. 5.1 Introduction

Profiles and Data Analysis. 5.1 Introduction Profiles and Data Analysis PROFILES AND DATA ANALYSIS 5.1 Introduction The survey of consumers numbering 617, spread across the three geographical areas, of the state of Kerala, who have given information

More information

Factors Affecting Customer Attachment in the Marketing Communication and its Implementation on Tourism Sector

Factors Affecting Customer Attachment in the Marketing Communication and its Implementation on Tourism Sector Factors Affecting Customer Attachment in the Marketing Communication and its Implementation on Tourism Sector MEHMET SERDAR ERCİŞ Faculty of Communication Ataturk University, Turkey Abstract This research

More information

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company) Marketing and Branding Research 3(2016) 41-49 MARKETING AND BRANDING RESEARCH WWW.AIMIJOURNAL.COM INDUSTRIAL MANAGEMENT INSTITUTE The impact of relationship marketing on customer loyalty enhancement (Case

More information

Exploring the Antecedents of Electronic Service Acceptance: Evidence from Internet Securities Trading

Exploring the Antecedents of Electronic Service Acceptance: Evidence from Internet Securities Trading Exploring the Antecedents of Electronic Service Acceptance: Evidence from Internet Securities Trading Siriluck Rotchanakitumnuai Department of Management Information Systems Faculty of Commerce and Accountancy

More information

Customers Perception of Relationship Marketing as a Strategic Tool in the Nigerian Food and Beverages Industry

Customers Perception of Relationship Marketing as a Strategic Tool in the Nigerian Food and Beverages Industry Customers Perception of Relationship Marketing as a Strategic Tool in the Nigerian Food and Beverages Industry Bolajoko Nkemdinim Dixon-Ogbechi University of Lagos Elizabeth M. Haran Salem State University

More information

What your customers want In a world full of contact channels

What your customers want In a world full of contact channels Maintaining the human touch in customer service What your customers want In a world full of contact channels Research by Echo Managed Services - published December 2015 Customer satisfaction in a multi-channel

More information

Crm in Banking Sector A Review

Crm in Banking Sector A Review Journal of Finance and Bank Management June 2014, Vol. 2, No. 2, pp. 165-171 ISSN: 2333-6064 (Print) 2333-6072 (Online) Copyright The Author(s). 2014. All Rights Reserved. Published by American Research

More information

A Study on Customer Care Management Factors in Banking Sector of Haryana State India

A Study on Customer Care Management Factors in Banking Sector of Haryana State India International Journal of Management and International Business Studies. ISSN 2277-3177 Volume 4, Number 1 (2014), pp. 117-122 Research India Publications http://www.ripublication.com A Study on Customer

More information

ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies

ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies Research Article / Paper / Case Study Available online at:

More information