Value Based Attributes for Mobile Internet Provider

Size: px
Start display at page:

Download "Value Based Attributes for Mobile Internet Provider"

Transcription

1 Value Based Attributes for Mobile Internet Provider Ganjar M. Disastra and Heppy Millanyani Human need for communication plus their mobility raises the need for mobile operators. Changes in telecommunications industry have force them to offer mobile internet service. Fierce competition has made these mobile internet service providers (mobile ISPs) gave attractive promotions programs. But in the end, consumer will only choose offering with the best value because according to Kotler and Keller, the buyer chooses the offerings he or she perceives to deliver the most value (Kotler & Keller, 2012:32). What value(s) is needed by the customer should be explored by these mobile ISPs. The aim of this study is to explore what factors are valued by consumers when they are choosing a mobile ISP, and to know consumers' assessment of its performance and also to know consumers expectations about these factors. This study uses descriptive statistics, factors analysis with varimax rotation and importance performance analysis. Data collection obtained through focus group discussions, interviews and survey involving 400 respondents. Factors valued by consumers in choosing a mobile ISP has categorised the 13 attributes as follows: Price, Sales Promotion, Quota, Customer Service, Feature, Advertising, Variation, Brand Image, Stability, Coverage, Speed, Ease of Activation and Reload. Using IPA, this study has compared the importance and performance of the mobile internet provider selection factors. Factors are considered important by consumers and have performed well are ease to activate and ease to reload. Factors are considered important by consumers but haven t performed well include Stability, Coverage, Quota, and Speed.Factors are considered less important by consumers but have performed well include sales promotion, feature and advertising.factors that are considered important by consumers and haven t performed well include price, customer service, variation and brand image. Keywords: value, mobile internet service provider, importance performance analysis. 1. Introduction Human need for communication plus their higher mobility raises the need for mobile operators. With these mobile operators, people now can stay connected to anyone, wherever they are. Along with the development of technology, the need to communicate that was mostly done by phone or texting, is now being replaced by exchanging messages on social media, making conversation via skype or writing to each other via . Such changes make the telecommunications industry today is not voice-centric anymore, but have switched to a datacentric. This is in line with the opinion of AT & T CEO Randall Stephenson that there have been changes in the use of new patterns of smart phones. So that in the future, mobile operators will only issue data package service, where voice and text will be replaced with data services (source: Indonesia is a country with a big number of mobile phone users. In September 2012, Business Wire Research and Markets announced the results of their prediction on the number Ganjar M. Disastra, Marketing Management Program, Telkom University, Jl. Telekomunikasi No.1 Bandung. Heppy Millanyani, Marketing Management Program, Telkom University, Jl. Telekomunikasi No.1 Bandung.

2 of Indonesian mobile operator users that in 2016 will reach 360 million (source: This illustrates the magnitude of the opportunities in Indonesia s telecommunications industry. The magnitude of this opportunity has made a lot of mobile operators emerge. Until early 2000s, Indonesia only has three mobile operators, namely PT. Telekomunikasi Indonesia (Telkomsel), PT. Indosat Tbk (PT Satellite Palapa Indonesia (Satelindo)), PT. XL Axiata Tbk (PT Excelcomindo Pratama Tbk). According to the same report, the current competition is becoming increasingly fierce with the presence of seven other cellular operators, namely PT Telekomunikasi Indonesia Tbk (Telkom Flexi), PT Bakrie Telecom Tbk, 3 Indonesia (PT Hutchinson CP Telecommunications), PT Natrindo Phones Mobile (Axis), PT Mobile-8 Telecom Tbk, Smart Telecom Indonesia and PT Sampoerna Telekomunikasi Indonesia. In line with those expressed by the CEO of AT & T before, all mobile operators are now offering data package service with attractive promotions programs. These mobile operators (now will be referred as mobile internet service provider or mobile ISP) utilize various kinds of methods to promote their data package service in order to be chosen by the customer. Even Telkomsel which is the market leader, still feel the need to offer a bundling package at the price of Rp. 100,000 where customers will get 500MB of data in 3G networks for three consecutive months. Other operator offers starter packs with no expiration date (always on). Even there s a mobile ISP which offers its customers to use first, and pay later. Based on writers observation, the programs have been effectively introducing products to the consumer. Consumers initially attracted by low prices and the amount of data that can be obtained before eventually decided to subscribe to a particular mobile ISP. But when consumers finally consume the service and they, for example, get a slow connection, consumers will be dissatisfied and will easily switch to another mobile ISP that gives better value. Therefore, in addition to a good promotional program, mobile ISP should provide additional value for customers in order to win the competition. Because in the end, according to Kotler and Keller, the buyer chooses the offerings he or she perceives to deliver the most value (Kotler & Keller, 2012:32). The creation of value has been put forward as the purpose of a firm (Slater, 1997) and as a precursor to customer satisfaction and loyalty (Woodall, 2003). According to Drucker (1973), the mission and purpose of every business is to satisfy the customer. This satisfaction is achieved when superior customer value is delivered by the firm (Landroguez, et.al., 2013:237). Given the situation, mobile ISPs should deliver product with the most value to win the competition by satisfying the customer. What value(s) is needed by the customer should be explored by these mobile ISPs. This study wanted to explore what factors are valued by consumers when they are choosing a mobile ISP, and to know consumers' assessment of its performance and also to know consumers expectations about these factors.therefore the objective of this study are as follow : 1. To explore what factors valued by consumers in choosing a mobile internet service provider. 2. To know consumers perception refarding the factors performance. 3. To know consumers expectations regarding mobile internet service provider. 4. To know what factors are considered important by consumers and have performed well. 5. To know what factors are considered important by consumers but haven t performed well. 6. To know what factors are considered less important by consumers but have performed well.

3 7. To know what factors that are considered important by consumers and haven t performed well. 2. Literature Review Mobile Internet in Indonesia Indonesia has the lowest level of overall internet penetration in Southeast Asia by only 21 percent of Indonesians aged between 15 and 49 use the Internet. Based on communication ministry data, at end of June 2011, there are 45 million internet users in Indonesia, which 64 percent or 28 million users on the age of 15 to 19. In 2013, according to APJII s (Asosiasi Pengelola Jasa Internet Indonesia or Association of Indonesian Internet Service Business) survey, this number will increase to 82 million. Based on 2011 Nielsen's survey, 48 percent of internet users in Indonesia used a mobile phone to access the internet, whereas another 13 percent used other handheld multimedia devices (source:http://en.wikipedia.org). Seeing this big opportunity in mobile internet industry, many telecomunication providers are offering mobile internet service. All of the GSM major cellular telecommunication providers offer the high-speed mobile Internet service 3G and even 3.5G HSDPA (High Speed Downlink Packet Access), but only in the big cities. They include Indosat, Telkomsel, Excelcomindo (XL) and 3. Also, the usage of Evolution-Data Optimized (EV-DO) has been applied into service by Indonesian CDMA cellular provider, which includes Mobile 8, Indosat, Esia, Smart, and Telkom Flexi (source:http://en.wikipedia.org). These telecomunication providers is referred as mobile internet service provider (mobile ISP). Value Mix In order to win among the fierce competition, mobile ISP should provide additional value for customers. Naumann (1995) said that the key success factor is the firm s ability to create and deliver superior customer value compared to its competitors (Landroguez, et.al., 2013:235). Because in the end, according to Kotler and Keller, the buyer chooses the offerings he or she perceives to deliver the most value, which is primarily a combination of quality, service and price. (Kotler & Keller, 2012:32). Value can be defined as the ratio of perceived benefit to perceived cost (Value, 2002:134). Value has paramount impact on customer purchase decision and satisfaction. A product or service with appropriate performance and cost is said to have good value. Value, in other words, equals function divided by cost (Ho&Cheng, 1999:204). Furthermore they explained that value mix is conceptualized as the combination of function, quality and price (see figure 1).

4 Figure 1: Components of Value Mix Customer Needs Use Function Aesthetic Function Performance Feature Reliability Conformance Durability Serviceability Aesthetics Perceived Quality Function Value Mix Quality Price Source: Ho & Cheng, 1999:205 Cooper and Slagmulder (1997) suggested that quality and function are considered as two separate but closely related characteristics. To define quality under the concept of value mix, a narrower scope is adopted. That is, quality means conformance to specifications. Moreover, functions of a product or service are its specifications which can further be divided into two groups: 1. Use specifications, which are action oriented, are designed to fulfill the operating requirements of a product or service desired by customers. Examples of performance specification are the usable life (in terms of hours) of a light tube, the maximum output (in terms of watts) an amplifier can deliver, the shortest time (in terms of minutes) for delivering a fast food order, etc. 2. Aesthetic specifications, which may not be action-oriented, are designed to fulfill the aesthetic requirements demanded by customers. Examples of aesthetic specifications are shape, size, weight, color, smell, texture, etc (Ho & Cheng, 1999:206). Customers do not evaluate the value of a product or service solely based on its functions; its quality does matter. A product or service is said to have good quality when it can deliver what it promises or claims, that is, high conformance to specifications. Garvin (1987) identified eight dimensions on which customers focus when assessing the quality of a product or service. They are listed as follows: 1. Performance (primary operating characteristics). 2. Features (characteristics that supplement the basic functioning of products) 3. Reliability (probability of a product malfunctioning or failing within a specific time period); 4. Conformance (the degree to which a product s design and operating characteristics meet established standards); 5. Durability (the amount of use one gets from a product before it deteriorates); 6. Serviceability (the speed, courtesy, competence, and ease of repair); 7. Aesthetics (how a product looks, feels, sounds, tastes, or smells); and 8. Perceived quality (inferences about quality based on image, brand name and advertising rather than product attributes and, of course, is subjectively assessed) (Sebastianeli & Tamimi, 2002:442).

5 Performance, features, reliability, conformance, durability and serviceability are associated with the use specification, while aesthetics and perceived quality are related to the aesthetic specification. Manufacturers and service providers should recognize that different customer groups focus on different sets of quality dimensions. It appears that both performance and features of a product or service are considered by virtually all customers. However, serviceability, aesthetics and perceived quality would be more important in the evaluation of service quality, whereas reliability, conformance and durability would be critical in determining product quality in general. Value mix describes customers determination of the value of a product or service in terms of function, quality and price. Cost, as not regarded by customers, is excluded. It is these three elements (function, quality and price) which form the value mix that every organization should consider when designing and delivering product and service (Ho&Cheng, 1999:207). Based on the above definitions, we propose the following value based attributes: Table 1: Proposed Value Based Attributes Components Price Function Quality Attributes List price Data quota Coverage Features Customer service Connection stability Connection speed Overall product quality Overall service quality These attributes were then discussed in focus group discussions (FGD) amongst selected consumers. FGD were conducted to reveal attributes consumers considered the most important regarding mobile ISP. Results of these discussions are as follows: - Participants of FGD agreed that proposed attributes in the table above is important. - Among other things, they also considered promotional programs, ease of activation, ease of reload, advertising campaign, provider s reputation, brand ambassador and data package variation as important factors regarding mobile ISP. These attributes were further discussed in more depth FGD to screened which ones is the most valued by consumers regarding mobile ISP. The selected attributes were then asked in questionnaires. Importance Performance Analysis Importance-performance analysis (IPA) technique first introduced into the field of marketing in the late 1970s. IPA is an analytical technique that firms use both to evaluate their competitive position and to set priorities in order to enhance customer satisfaction (Martilla and James, 1977 in Keyt, et.al., 1994:35). It has been a popular multi-attribute technique for evaluating marketing actions, as it yields insights into which elements of a value proposition the management should focus on. IPA decomposes a value proposition by classifying its most important attributes in two dimensions, that is, the importance of each attribute and judgments of its performance (Martilla and James, 1977). Based on average rankings from a sample of customers, these two elements are combined in order to generate managerial recommendations as seen in figure 2 (Arbore & Busacca, 2011:409). The IPA was introduced by Martilla and James (1977) as a method for developing effective marketing programs. Through such simple data processing, organizations can directly examine different types of attribute and form strategies and plans, based on each of the four

6 quadrants in IPA map. In the questionnaire survey, respondents were asked two questions about each quality attribute: 1. How important is this attribute? 2. How well did the organization perform? The analysis pattern is formed simply by two axes importance and performance based on the above questions. The median determines the central tendencies of importance and performance for attribute and is considered as a classifier in the IPA map. Several scholars used the mean instead of median to represent the central tendencies in the IPA map. Therefore, as in the model, the mean value became the main statistic for analyzing and comparing attribute importance and performance. Figure 2 depicts a traditional graph of an easily interpretable, two dimensional map. The interpretation of the importance-performance map is provided in the four quadrants, as below: 1. Concentrate here. Customers believe that attribute is very important, but indicate low satisfaction with the organization s performance. 2. Keep up the good work. Customers believe that attribute is very important and indicate high satisfaction with the organization s performance. 3. Low priority. Organizational performance in terms of attribute is low, but customers do not perceive them to be very important. 4. Possible overkill. The organization is judged to be excellent in terms of attribute, but customers give only slight importance to them (Lee & Yen, 2008:491). Figure 2: Traditional Importance-Performance Map 3. Methodology Data Collection There are two types of data required in the study. The first is secondary data including newspaper, previous publication, and textbook. The second is primary data that collected through interview, focus group and questionnaire. The questionnaire for this study included two main sections. The first section of the questionnaire consisted of 13 mobile internet provider attributes, for which consumers were asked to indicate the perceived importance of the attributes when they choose a mobile internet provider, and the second section are their perceptions of actual mobile internet provider performance during their experience.

7 These attributes were identifed based on a review of relevant literature and focus group discussions. To identify the relevant mobile internet provider attributes, a list of 16 attributes was screened out in the first stage. This list of attributes was then discussed with a group of academic professionals and mobile ISP consumers. After a careful screening analysis, 13 of the 16 attributes were selected. These 13 attributes were regarded as the influential factors in mobile ISP selection. The questionnaire was structured so that each mobile internet attribute was rated using a 4 point Likert scale, ranging from 1, least important to 4, most important, in the importance part, and from 1, strongly disagree, to 4, strongly agree, in the performance part. Sampling Method The sample chosen in this study are 400 mobile internet consumers using convenience sampling technique. As convenience sampling define, sample members are people who easy to acces according research purpose (Riduwan & Akdon, 2010:242). Data Analysis Descriptive statistics were computed in this study including the respondent s demographic profiles and on the 13 mobile provider attributes. Exploratory factor analysis with VARIMAX rotation was also employed on the perceived importance of the 13 mobile internet provider attributes. The objectives of using factor analysis were to create correlated variable composites from the 13 mobile internet provider attributes so as to identify a convenience set of factors that explained most of the variances among the attributes. The determination of including attribute in a factor was based on the KMO and Bartlett test. KMO & Bartlett s Test of Sphericity is a measure of sampling adequacy that is recommended to check the case to variable ratio for the analysis being conducted. While the KMO ranges from 0 to 1, the world-over accepted index is over 0.6. Also, the Bartlett s Test of Sphericity relates to the significance of the study and thereby shows the validity and suitability of the responses collected to the problem being addressed through the study. For Factor Analysis to be recommended suitable, the Bartlett s Test of Sphericity must be less than Important Performance Analysis was then employed to compare the consumer s perceptions of the derived factors importance and perfomance (from factor analysis). In this study, factor means of the perceived importance and performance of each factor were calculated and plotted into a graphical grid. Cross-hairs (vertical and horizontal lines), mean values of the importance and performance attribute were calculated to separate the derived factors into four identifiable quadrants. 4. Findings and Discussion Demographic Characteristics of Respondents A total of 400 respondents completed the questionnaire in the seven-day survey period. From this 400 respondents, percent were male and percent were female. Tables below show the demographic characteristics of the respondents, respectively.

8 Table 2: Respondent s Characteristic by Gender SEX PERCENTAGE Male Female TOTAL 100 According to table1, 62.5% respondents were aged under 21, 31.5% were aged years old, 2% were aged and 4% above 40. This is almost similar to the data from communication ministry, that there are 45 million internet users in Indonesia, which 64 percent on the age of 15 to 19 (source:http://en.wikipedia.org). Table 3: Respondent s Characteristic by Age AGE PERCENTAGE 20 or below Above TOTAL 100 With regard to the education level, the results showed that the majority of respondents were students in high school or university, whereas about 16 percent of the respondents were workers. Table 4: Respondent s Characteristic by Occupation OCCUPATION PERCENTAGE Student (Junior High School) 1.3 Student (Senior High School) 12.3 Student (University) 70.0 Workers 16.5 TOTAL 100 The survey also indicated that 32.8% respondents were using provider A, 18.8% using provider B, 28.8% using provider C, 2.8 percent using provider D, 12.8% using provider E, 4.8% using provider F and only 0.3% using provider G. Table 5: Respondent s Characteristic by Provider Used PROVIDER PERCENTAGE A 32.8 B 18.8 C 28.0 D 2.8 E 12.8 F 4.8 G.3 TOTAL 100 Factor Analysis Results The perceived importance of the 13 mobile internet provider attributes was factoranalysed, using principal component analysis with orthogonal VARIMAX rotation, to identify the

9 underlying dimensions. The exploratory factor analysis was conducted in order to gain a better understanding of the underlying structure of the data (Pitt & Jeantrout, 1994). It also served to simplify the subsequent IPA procedures. Table 6 KMO and Bartlett's Test Kaiser-Mey er-olkin Measure of Sampling Adequacy..858 Bartlett's Test of Sphericity Approx. Chi-Square df Sig Table 7: MSA, Factor Loading, Eigenvalue & Communalities FACTORS/ ATTRIBUTES MSA (ANTI IMAGE MATRICES) FACTOR LOADING EIGENVALUE COMMUNALITIES List Price Sales Promotion Data Quota Customer Service Features Advertising Data Package Variation Provider s Reputation Connection Stability Coverage Connection Speed Ease of Activation Ease of Reload Results of the factor analysis suggested a three-factor solution, included 13 provider attributes with eigenvalues greater than 1.0, and The Measure of Sampling Adequacy from Anti- Image Matrices was greater than The factor analysis in this study proved to be acceptably valid with the following observations: 1. The overall signifcance of the correlation matrix was with a Bartlett Test of Sphericity value of , suggesting that the data matrix had sufficient correlation to factor analysis. It appeared unlikely that the population correlation matrix was an identity and the use of factor analysis was considered appropriate. 2. The Kaiser-Meyer-Olkin (KMO) overall measure of sampling adequacy was 0.858, which was meritorious (Kaiser, 1974). Since the KMO value was above 0.80, the variables were interrelated and they shared common factors. 3. The communalities ranged from to with an average value above 0.5, suggesting that the variance of the original values were fairly explained by the common factors. The

10 results of the factor analysis produced a clean factor structure with relatively higher loadings on the appropriate factors. Table 8: Mean Ratings Of Importance and Performance ATTRIBUTES IMPORTANCE PERFORMANCE MEAN STD DEV MEAN STD DEV 1 List Price Sales Promotion Data Quota Customer Service Features Advertising Data Package Variation Provider s Reputation Conection Stability Coverage Conection Speed Ease of Activation Ease of Reload

11 IMPORTANCE E Proceedings of World Business and Social Science Research Conference Importance Performance Analysis Results Figure 3: IPA Diagram PERFORMANCE 1 Connection Stability 8 Ease of Reload 2 List Price 9 Customer Service 3 Coverage 10 Features 4 Sales Promotion 11 Advertising 5 Data Quota 12 Data Package Variation 6 Conection Speed 13 Provider s Reputation 7 Ease of Activation Quadrant I: Concentrate Here Attributes in this quadrant are perceived to be very important to respondents, but performance levels are fairly low. This sends a direct message to the provider that improvement efforts should be concentrated here. Four attributes were identified in this quadrant. They were connection stability, coverage, data quota, and connection speed. This condition is in line with the reality where there are many customers who complained about those attributes of their mobile ISP. According to the survey conducted by Ericsson Consumer Research Lab, as much as 79% of customers often have problem with the network s

12 coverage at least once a week. Even 52% of customers stated that they face this problem several times a day. (source : The majority of respondents also expressed dissatisfaction with the mechanism of data quota imposed by the provider. Based on researchers observations, complaints arise because this has made customers only have limited access. Furthermore, this complain also arise because customer s inability to control the internet quota owned. Because of the above reasons, mobile ISPs should allocate more resources to improve the attributes that are in this quadrant. Quadrant II: Keep Up The Good Work Attributes in this quadrant are perceived to be very important to respondents, and at the same time, the organisation seems to have high levels of performance on these activities. The message here is To Keep up the Good Work. Two mobile internet attributes were identified in this quadrant. They were: ease of activation and ease of reload. Fierce competition among mobile ISPs has made them creating ways to provide customer with ease of activation and ease of reload. There are many sellers on every street corner offer credits for their mobile internet service, make it easier for customers to reload their pulse back. Plus, nowadays many mobile ISPs do not use physical vouchers to reload anymore. They prefer to sell the more convenient electronic voucher. Nevertheless, the small amount of attributes in this quadrant indicates that there is still a lot of homework to be done by the mobile ISPs to satisfy their customers' expectations. Quadrant III: Low Priority Attributes in this quadrant are with low importance and low performance. Although performance levels may be low in this cell, managers should not be overly concerned since the attribute in this cell is not perceived to be very important. Limited resources should be expended on this low priority cell. Three mobile internet provider attributes were identified in this quadrant. They were sales promotion, feature and advertising. Efforts are being made by mobile ISPs on these attributes, such as the massive ad impressions on television, newspapers, magazines, and so forth. Some providers even involve in hostile competition to attract the attention of customers. Mobile ISPs also give sales promotion efforts vigorously by giving free package bonuses at service s activation or service s rel. However, the customers still consider that these attributes of a low performance. This is not a problem, because these attributes level of importance are also low. Quadrant IV: Possible Overkill This cell contains attributes of low importance, but relatively high performance. Respondents are satisfied with the performance of the organisations, but managers should consider present efforts on the attributes of this cell as being overutilised. Four mobile internet attributes were identified in this quadrant. They were list price, customer service, data package variation and provider s reputation. Fierce competition among mobile ISPs has made them lower the price to make it more affordable and appealing for customers. When compared with previous years, especially in the early 2000s, tariffs imposed on mobile internet service now are far cheaper. Based on

13 observations, Indonesian customers can access the internet on a mobile service provider with a price of Rp. 5,000 only. The same as customer service, variety of products and provider s reputation attributes. Each mobile ISP has given good performance in these attributes. However, the customers seem to be quite pragmatic in the use of mobile ISPs, so they do not overly concerned with it. To that end, mobile ISPs should be able to allocate their resources on more important attributes in quadrant I. 5. Conclusion Factors valued by consumers in choosing a mobile internet service provider has categorised the 13 attributes as follows: Price, Sales Promotion, Quota, Customer Service, Feature, Advertising, Variation, Brand Image, Stability, Coverage, Speed, Ease of Activation and Reload. Using IPA, this study has compared the importance and performance of the mobile internet provider selection factors. Factors are considered important by consumers and have performed well are ease to activate and ease to reload. Factors are considered important by consumers but haven t performed well include Stability, Coverage, Quota, and Speed.Factors are considered less important by consumers but have performed well include sales promotion, feature and advertising.factors that are considered important by consumers and haven t performed well include price, customer service, variation and brand image. References Arbore, Alessandro., Bruno Busacca Rejuvenating Importance Performance Analysis. Journal of Service Management, Volume 22 No. 3, pp Emerald Group Publishing Limited. Evans, George Measuring and Managing Customer Value. Work Study, Volume 51 Number 3, pp MCB UP Limited. Ho, Danny C.K., Eddie W.L. Cheng Techniques Quest For Value Mix. Managing Service Quality, Volume 9 Number 3, pp MCB University Press. Keyt, John C., Ugur Yavas, Glen Riecken Importance Performance Analysis, A Case Study in Restaurant Positioning. International Journal of Retail and Distribution Management, Volume 22 No. 5, pp MCB University Press. Kotler, Philip, Kevin Lane Keller Marketing Management 14th edition. England, Pearson Education Limited. Landroguez, Silvia Martelo, Carmen Barosso, Gabriel Cepeda-Carrion Developing an Integrated Vision of Customer Value. Journal of Services Marketing, 27/3, pp Lee, Yu-Cheng, Tieh-Min Yen Modify IPA for Quality Improvement: Taguchi s Signal-to- Noise Ratio Approach. The TQM Journal, Volume 20 No. 5, pp Emerald Group Publishing Limited.

14 Sebastianelli, Rose. Nabil Tamimi How Product Quality Dimensions Relate To Defining Quality. International Journal of Quality and Relialibity Management, Volume 19 No. 4, pp

Consumer Perception of Mobile Phone Attributes

Consumer Perception of Mobile Phone Attributes Consumer Perception of Mobile Phone Attributes Tao Zhang 1, Pei-Luen Patrick Rau 2, Jia Zhou 2 1 Department of Electrical Engineering and Computer Science Vanderbilt University, TN 37211, USA 2 Department

More information

SWITCHING TENDENCIES OF CONSUMERS OF MOBILE PHONE SERVICES IN MADURAI DISTRICT

SWITCHING TENDENCIES OF CONSUMERS OF MOBILE PHONE SERVICES IN MADURAI DISTRICT SWITCHING TENDENCIES OF CONSUMERS OF MOBILE PHONE SERVICES IN MADURAI DISTRICT Abstract Dr. A. Shabinullah khan 1 Dr. A. Abbas manthiri 2 India as Asia s third largest economy, is adding at least one million

More information

FACTORS AFFECTING CUSTOMERS BUYING DECISIONS OF MOBILE PHONE: A STUDY ON KHULNA CITY, BANGLADESH

FACTORS AFFECTING CUSTOMERS BUYING DECISIONS OF MOBILE PHONE: A STUDY ON KHULNA CITY, BANGLADESH FACTORS AFFECTING CUSTOMERS BUYING DECISIONS OF MOBILE PHONE: A STUDY ON KHULNA CITY, BANGLADESH Md Reaz Uddin 1 Nusrat Zahan Lopa 2 and Md. Oheduzzaman 3 1 Assistant Professor, Business Administration

More information

Proceedings of the 7th International Conference on Innovation & Management

Proceedings of the 7th International Conference on Innovation & Management 846 An Empirical Research on Influencing Factors of Customer Experience of Retail Industry Aiming to Improve Customer Satisfaction: Taking Supermarket as an Example Tang Wenwei, Zheng Tongtong School of

More information

Factors Influencing to Bangladeshi Consumers Mobile Phone Operators. Choice and Change Behavior

Factors Influencing to Bangladeshi Consumers Mobile Phone Operators. Choice and Change Behavior 159 Factors Influencing to Bangladeshi Consumers Mobile Phone Operators Choice and Change Behavior Md. Kamrul Hasan (Corresponding author) 1* Aysa Yeasmin 2 Prodip Dey 3 1. Assistant Professor, Faculty

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

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

CUSTOMER ANALYTICS ON TELECOM CHURN ABSTRACT

CUSTOMER ANALYTICS ON TELECOM CHURN ABSTRACT CUSTOMER ANALYTICS ON TELECOM CHURN P.S. Rajeshwari (Assistant Professor) School of management, SRM University, Kattankulathur 603203. Dr. P. Ravilochan (Professor) School of management, SRM University,

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

Indonesia - Major Telecommunications Operators

Indonesia - Major Telecommunications Operators Brochure More information from http://www.researchandmarkets.com/reports/328513/ Indonesia - Major Telecommunications Operators Description: The mobile market in Indonesia has experienced an exceptional

More information

Does organizational culture cheer organizational profitability? A case study on a Bangalore based Software Company

Does organizational culture cheer organizational profitability? A case study on a Bangalore based Software Company Does organizational culture cheer organizational profitability? A case study on a Bangalore based Software Company S Deepalakshmi Assistant Professor Department of Commerce School of Business, Alliance

More information

Study of Post-Churn Impacts on Brand Image in Telecommunication Sector

Study of Post-Churn Impacts on Brand Image in Telecommunication Sector Study of Post-Churn Impacts on Brand Image in Telecommunication Sector Mustafid Aufar 1 Managing churn is essential to the company. Much previous research has been done in this area, but dimensions like

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

5.2 Customers Types for Grocery Shopping Scenario

5.2 Customers Types for Grocery Shopping Scenario ------------------------------------------------------------------------------------------------------- CHAPTER 5: RESULTS AND ANALYSIS -------------------------------------------------------------------------------------------------------

More information

IJMT Volume 2, Issue 8 ISSN: 2249-1058

IJMT Volume 2, Issue 8 ISSN: 2249-1058 Consumer Preferences for Mobile Service Providers: An Empirical Study in Bardoli Chintan Shah * ABSTRACT Huge competitions, advancement in technology and reduced tariff have propelled the growth of mobile

More information

10 th World Telecommunication/ICT Indicators Meeting (WTIM-12) Bangkok, Thailand, 25-27 September 2012

10 th World Telecommunication/ICT Indicators Meeting (WTIM-12) Bangkok, Thailand, 25-27 September 2012 10 th World Telecommunication/ICT Indicators Meeting (WTIM-12) Bangkok, Thailand, 25-27 September 2012 Information document Document INF/11-E 31 August 2012 English SOURCE: TITLE: Ministry of Communication

More information

A STUDY ON FACTORS AFFECTING INDIVIDUALS INVESTMENT TOWARDS LIFE INSURANCE POLICIES

A STUDY ON FACTORS AFFECTING INDIVIDUALS INVESTMENT TOWARDS LIFE INSURANCE POLICIES A STUDY ON FACTORS AFFECTING INDIVIDUALS INVESTMENT TOWARDS LIFE INSURANCE POLICIES *Heena Kothari Professor Altius Institute of Universal Studies, Indore (MP) India Email: heena.kothari@altius.ac.in **Roopam

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

THE IMPORTANCE-PERFORMANCE ANALYSIS OF SERVICE QUALITY IN ADMINISTRATIVE DEPARTMENTS OF PRIVATE UNIVERSITIES IN THAILAND **

THE IMPORTANCE-PERFORMANCE ANALYSIS OF SERVICE QUALITY IN ADMINISTRATIVE DEPARTMENTS OF PRIVATE UNIVERSITIES IN THAILAND ** THE IMPORTANCE-PERFORMANCE ANALYSIS OF SERVICE QUALITY IN ADMINISTRATIVE DEPARTMENTS OF PRIVATE UNIVERSITIES IN THAILAND ** By Krisana Kitcharoen * Abstract A modified IPA model was used for a sample of

More information

13 July 2010 QUALITY OF SERVICE GFK. GfK NOP Anders Nielsen, Priyesh Patel & Amanda Peet

13 July 2010 QUALITY OF SERVICE GFK. GfK NOP Anders Nielsen, Priyesh Patel & Amanda Peet 13 July 2010 GFK QUALITY OF SERVICE GfK NOP Anders Nielsen, Priyesh Patel & Amanda Peet 2 Quality of service Contents: Executive Summary Objectives & Methodology Overview of Sectors Appendix Landline Sector

More information

HMRC Tax Credits Error and Fraud Additional Capacity Trial. Customer Experience Survey Report on Findings. HM Revenue and Customs Research Report 306

HMRC Tax Credits Error and Fraud Additional Capacity Trial. Customer Experience Survey Report on Findings. HM Revenue and Customs Research Report 306 HMRC Tax Credits Error and Fraud Additional Capacity Trial Customer Experience Survey Report on Findings HM Revenue and Customs Research Report 306 TNS BMRB February2014 Crown Copyright 2014 JN119315 Disclaimer

More information

A STUDY OF CONSUMER ATTITUDE TOWARDS ADVERTISING THROUGH MOBILE PHONES

A STUDY OF CONSUMER ATTITUDE TOWARDS ADVERTISING THROUGH MOBILE PHONES A STUDY OF CONSUMER ATTITUDE TOWARDS ADVERTISING THROUGH MOBILE PHONES Sunny Dawar*, Dr. Anil Kothari** Abstract Advanced technology plays a significant role in analysis of consumers psychology and their

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

An analysis on the customer loyalty in telecom sector: Special reference to Bharath Sanchar Nigam limited, India

An analysis on the customer loyalty in telecom sector: Special reference to Bharath Sanchar Nigam limited, India African Journal of Marketing Management Vol. 3(1) pp. 1-5, January 2011 Available online http://www.academicjournals.org/ajmm ISSN 2141-2421 2011 Academic Journals Full Length Research Paper An analysis

More information

THE USE OF PERFORMANCE MEASURES IN SMALL TO MEDIUM ENTERPRISES (SMEs) AN EXPLORATORY STUDY

THE USE OF PERFORMANCE MEASURES IN SMALL TO MEDIUM ENTERPRISES (SMEs) AN EXPLORATORY STUDY THE USE OF PERFORMANCE MEASURES IN SMALL TO MEDIUM ENTERPRISES (SMEs) AN EXPLORATORY STUDY Brendan Phillips, Thomas Tan Tsu Wee and Tekle Shanka Curtin Business School Keywords: SMEs, performance measures,

More information

Common factor analysis

Common factor analysis Common factor analysis This is what people generally mean when they say "factor analysis" This family of techniques uses an estimate of common variance among the original variables to generate the factor

More information

Impact Factor 0.348 E- ISSN - 2349-6746 ISSN -2349-6738

Impact Factor 0.348 E- ISSN - 2349-6746 ISSN -2349-6738 BUYING BEHAVIOUR OF INVESTORS OF SMALL TOWNS WITH RESPECT TO INSURANCE POLICIES: A STUDY ON BARPETA DISTRICT OF ASSAM Dr. Bidyut Jyoti Bhattacharjee Assistant Professor, Department of Commerce, B.H.College,

More information

Factor Analysis. Principal components factor analysis. Use of extracted factors in multivariate dependency models

Factor Analysis. Principal components factor analysis. Use of extracted factors in multivariate dependency models Factor Analysis Principal components factor analysis Use of extracted factors in multivariate dependency models 2 KEY CONCEPTS ***** Factor Analysis Interdependency technique Assumptions of factor analysis

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

The Evaluative Criteria of Industrial Buyers: Implications for Sales Training,

The Evaluative Criteria of Industrial Buyers: Implications for Sales Training, Butler University Digital Commons @ Butler University Scholarship and Professional Work - Business College of Business 1989 The Evaluative Criteria of Industrial Buyers: Implications for Sales Training,

More information

A Study On Customer Purchase Behaviourtowards Mobile Phone With Special Reference To Erode City

A Study On Customer Purchase Behaviourtowards Mobile Phone With Special Reference To Erode City IOSR Journal of Business and Management (IOSR-JBM) e-issn : 2278-487X, p-issn : 2319-7668, PP 04-08 www.iosrjournals.org A Study On Customer Purchase Behaviourtowards Mobile Phone With Special Reference

More information

EFFECT OF ENVIRONMENTAL CONCERN & SOCIAL NORMS ON ENVIRONMENTAL FRIENDLY BEHAVIORAL INTENTIONS

EFFECT OF ENVIRONMENTAL CONCERN & SOCIAL NORMS ON ENVIRONMENTAL FRIENDLY BEHAVIORAL INTENTIONS 169 EFFECT OF ENVIRONMENTAL CONCERN & SOCIAL NORMS ON ENVIRONMENTAL FRIENDLY BEHAVIORAL INTENTIONS Joshi Pradeep Assistant Professor, Quantum School of Business, Roorkee, Uttarakhand, India joshipradeep_2004@yahoo.com

More information

Journal of Technology Management & Innovation

Journal of Technology Management & Innovation Journal of Technology Management & Innovation Received December 4, 2010 /Accepted February 1, 2011 J. Technol. Manag. Innov. 2011, Volume 6, Issue 1 Service Quality and Customers Preference of Cellular

More information

THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT

THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT Customer Preference and Satisfaction towards Housing Finance with Special Reference to Vijayawada, Andhra Pradesh P. Krishna Priya Assistant Professor,

More information

PipelinePub.com. Account maintenance costs decline as a percentage of total costs (or as a percentage of revenue).

PipelinePub.com. Account maintenance costs decline as a percentage of total costs (or as a percentage of revenue). PipelinePub.com July, 2006 Volume 3, Issue 2 QoS and Customer Satisfaction: A Study By Vivek Khattar, IMRB International. An individual lives the role of a family man, worker, a citizen and consumer every

More information

2. Theoretical background

2. Theoretical background System Quality, User Satisfaction, and Perceived Net Benefits of Mobile Broadband Services Eunice Hsiao-Hui Wang Department of Information Communication, Yuan Ze University, eunicehh.wang@gmail.com Chao-Yu

More information

The Usage of Social Network as a Marketing Tool: Malaysian Muslim Consumers Perspective

The Usage of Social Network as a Marketing Tool: Malaysian Muslim Consumers Perspective The Usage of Social Network as a Marketing Tool: Malaysian Muslim Consumers Perspective Abdullah Sarwar Department of Business Administration, International Islamic University Malaysia Ahasanul Haque Department

More information

Web as New Advertising Media among the Net Generation: A Study on University Students in Malaysia

Web as New Advertising Media among the Net Generation: A Study on University Students in Malaysia Web as New Advertising Media among the Net Generation: A Study on University Students in Malaysia Arasu Raman* and Viswanathan Annamalai** Globalization drives a number of opportunities for small to medium

More information

APPRAISAL OF FINANCIAL AND ADMINISTRATIVE FUNCTIONING OF PUNJAB TECHNICAL UNIVERSITY

APPRAISAL OF FINANCIAL AND ADMINISTRATIVE FUNCTIONING OF PUNJAB TECHNICAL UNIVERSITY APPRAISAL OF FINANCIAL AND ADMINISTRATIVE FUNCTIONING OF PUNJAB TECHNICAL UNIVERSITY In the previous chapters the budgets of the university have been analyzed using various techniques to understand the

More information

Brand Loyalty in Insurance Companies

Brand Loyalty in Insurance Companies Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March 2012 12 Brand Loyalty in Insurance Companies Sancharan Roy, (B.E., MBA) Assistant Professor, St. Joseph's College

More information

Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks

Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks ABSTRACT Today s organizations claim to be customer-oriented organizations. Effective Customer

More information

TO STAY OR GO? UNDERSTANDING CUSTOMER CHURN AMONG MOBILE CARRIERS IN ASIA. Reaching Ahead

TO STAY OR GO? UNDERSTANDING CUSTOMER CHURN AMONG MOBILE CARRIERS IN ASIA. Reaching Ahead TO STAY OR GO? UNDERSTANDING CUSTOMER CHURN AMONG MOBILE CARRIERS IN ASIA Reaching Ahead SURVEY OVERVIEW Across most Southeast Asian markets, mobile phone penetration has well-exceeded 100%, due to increasingly

More information

CHAPTER 4 KEY PERFORMANCE INDICATORS

CHAPTER 4 KEY PERFORMANCE INDICATORS CHAPTER 4 KEY PERFORMANCE INDICATORS As the study was focused on Key Performance Indicators of Information Systems in banking industry, the researcher would evaluate whether the IS implemented in bank

More information

Factorial Analysis of Customer Relationship Management In Bangladesh *

Factorial Analysis of Customer Relationship Management In Bangladesh * Proceedings of the 8 th International Conference on Applied Informatics Eger, Hungary, January 27 30, 2010. Vol. 2. pp. 83 91. Factorial Analysis of Customer Relationship Management In Bangladesh * Nazmul

More information

Consumer Attitude and Perception of Mobile Phone Service Providers in Nagapattinam District

Consumer Attitude and Perception of Mobile Phone Service Providers in Nagapattinam District Volume: 2, Issue: 7, 673-678 Aug 2015 www.allsubjectjournal.com e-issn: 2349-4182 p-issn: 2349-5979 Impact Factor: 3.762 A. Muthukumaran Part-Time Research Scholar, Assistant Professor of Commerce, A.V.C.

More information

ASIAN JOURNAL OF MANAGEMENT RESEARCH Online Open Access publishing platform for Management Research

ASIAN JOURNAL OF MANAGEMENT RESEARCH Online Open Access publishing platform for Management Research Online Open Access publishing platform for Management Research Copyright 2010 All rights reserved Integrated Publishing association Research Article ISSN 2229 3795 Scale development for relationship marketing

More information

Students Motivation and Preference of Studying Hospitality and Tourism Management Programmes in Polytechnics: A Case Study Ho Polytechnic

Students Motivation and Preference of Studying Hospitality and Tourism Management Programmes in Polytechnics: A Case Study Ho Polytechnic Students Motivation and Preference of Studying Hospitality and Tourism Management Programmes in Polytechnics: A Case Study Ho Polytechnic Appaw-Agbola Esther Theresa Ho Polytechnic,Box 217,HoV/R, W/A,Ghana

More information

JOB SATISFACTION DURING RECESSION PERIOD: A STUDY ON PUBLIC & PRIVATE INSURANCE IN PUNJAB

JOB SATISFACTION DURING RECESSION PERIOD: A STUDY ON PUBLIC & PRIVATE INSURANCE IN PUNJAB JOB SATISFACTION DURING RECESSION PERIOD: A STUDY ON PUBLIC & Hardeep Kaur* PRIVATE INSURANCE IN PUNJAB Abstract: This study is on the public and private sector employees of insurance sector to measure

More information

Segmentation: Foundation of Marketing Strategy

Segmentation: Foundation of Marketing Strategy Gelb Consulting Group, Inc. 1011 Highway 6 South P + 281.759.3600 Suite 120 F + 281.759.3607 Houston, Texas 77077 www.gelbconsulting.com An Endeavor Management Company Overview One purpose of marketing

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

Determinants of the Total Quality Management Implementation in SMEs in Iran (Case of Metal Industry)

Determinants of the Total Quality Management Implementation in SMEs in Iran (Case of Metal Industry) International Journal of Business and Social Science Vol. 4 No. 16; December 2013 Determinants of the Total Quality Management Implementation in SMEs in Iran (Case of Metal Industry) Hamed Ramezani Planning

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

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

A Risk Prioritisation Tool for Cultural and Arts Infrastructure

A Risk Prioritisation Tool for Cultural and Arts Infrastructure A Risk Prioritisation Tool for Cultural and Arts Infrastructure Andrew Pham Melinda Hodkiewicz School of Mechanical and Chemical Engineering Christine Soo Management and Organisations (UWA Business School)

More information

THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT

THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT Importance of Service Quality and Service Encounter: As a Foundation for Customer Satisfaction in Fast Food Industry Dr. Rahela Tabassum Associate Professor,

More information

Mobile Marketing: Examining the impact of Interest, Individual attention, Problem faced and consumer s attitude on intention to purchase

Mobile Marketing: Examining the impact of Interest, Individual attention, Problem faced and consumer s attitude on intention to purchase Mobile Marketing: Examining the impact of Interest, Individual attention, Problem faced and consumer s attitude on intention to purchase KARTHIKEYAN.N (Corresponding Author) ASSISTANT PROFESSOR M.B.A DHANALAKSHMI

More information

An Empirical Examination of the Relationship between Financial Trader s Decision-making and Financial Software Applications

An Empirical Examination of the Relationship between Financial Trader s Decision-making and Financial Software Applications Empirical Examination of Financial decision-making & software apps. An Empirical Examination of the Relationship between Financial Trader s Decision-making and Financial Software Applications Research-in-Progress

More information

An Assessment of Services of Cell-phone Service Providers by Utilizing the SERVQUAL Model: A Study of Valsad District

An Assessment of Services of Cell-phone Service Providers by Utilizing the SERVQUAL Model: A Study of Valsad District Page33 An Assessment of Services of Cell-phone Service Providers by Utilizing the SERVQUAL Model: A Study of Valsad District Dr. Brijesh S. Patel Assistant Professor, D. R. Patel & R. B. Patel Commerce

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

What this topic is about. The purpose of marketing Different approaches to marketing Segmentation Niche &mass markets B2C & B2B marketing

What this topic is about. The purpose of marketing Different approaches to marketing Segmentation Niche &mass markets B2C & B2B marketing Effective Marketing What this topic is about The purpose of marketing Different approaches to marketing Segmentation Niche &mass markets B2C & B2B marketing What is Marketing? The process of identifying,

More information

AN ANALYSIS OF CONSUMER BEHAVIOR IN MOBILE PHONE MARKET IN SINDH

AN ANALYSIS OF CONSUMER BEHAVIOR IN MOBILE PHONE MARKET IN SINDH AN ANALYSIS OF CONSUMER BEHAVIOR IN MOBILE PHONE MARKET IN SINDH Hassan Jawad Soomro, Assistant Prof. Dr. Ikhtiar Ali Ghumro, Prof. Department of Commerce, Shah Abdul Latif University, Khairpur Abstract

More information

Customer PreferenCes for Home Loans

Customer PreferenCes for Home Loans Customer PreferenCes for Home Loans mahabir singh narwal 1, sushma rani 2, and radhika 3 1 Associate Professor, Department of Commerce, Kurukshetra University, Kurukshetra, India. Email-id: mahabirnarwal@gmail.com.

More information

Customer Relationship Strategies: The Study on Customer Perspectives

Customer Relationship Strategies: The Study on Customer Perspectives International Journal of Business and Social Science Vol. 3 No. 15; August 2012 Customer Relationship Strategies: The Study on Customer Perspectives ML. Saviga Unhanandana Associate Professor Chulalongkorn

More information

INTERNAL MARKETING ESTABLISHES A CULTURE OF LEARNING ORGANIZATION

INTERNAL MARKETING ESTABLISHES A CULTURE OF LEARNING ORGANIZATION INTERNAL MARKETING ESTABLISHES A CULTURE OF LEARNING ORGANIZATION Yafang Tsai, Department of Health Policy and Management, Chung-Shan Medical University, Taiwan, (886)-4-24730022 ext.12127, avon611@gmail.com

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

CHAPTER-III CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AT COMMERCIAL BANKS. performance of the commercial banks. The implementation of the CRM consists

CHAPTER-III CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AT COMMERCIAL BANKS. performance of the commercial banks. The implementation of the CRM consists 71 CHAPTER-III CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AT COMMERCIAL BANKS The implementation of the CRM is essential to establish a better performance of the commercial banks. The implementation of the

More information

FACTOR ANALYSIS NASC

FACTOR ANALYSIS NASC FACTOR ANALYSIS NASC Factor Analysis A data reduction technique designed to represent a wide range of attributes on a smaller number of dimensions. Aim is to identify groups of variables which are relatively

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

InvestorsInvestmentDecisionsinCapitalMarketKeyFactors

InvestorsInvestmentDecisionsinCapitalMarketKeyFactors Global Journal of Management and Business Research: C Finance Volume 15 Issue 4 Version 1.0 Year 2015 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA)

More information

E-learning: Students perceptions of online learning in hospitality programs. Robert Bosselman Hospitality Management Iowa State University ABSTRACT

E-learning: Students perceptions of online learning in hospitality programs. Robert Bosselman Hospitality Management Iowa State University ABSTRACT 1 E-learning: Students perceptions of online learning in hospitality programs Sungmi Song Hospitality Management Iowa State University Robert Bosselman Hospitality Management Iowa State University ABSTRACT

More information

T-test & factor analysis

T-test & factor analysis Parametric tests T-test & factor analysis Better than non parametric tests Stringent assumptions More strings attached Assumes population distribution of sample is normal Major problem Alternatives Continue

More information

Consumer behavior towards online marketing

Consumer behavior towards online marketing 2016; 2(5): 859-863 ISSN Print: 2394-7500 ISSN Online: 2394-5869 Impact Factor: 5.2 IJAR 2016; 2(5): 859-863 www.allresearchjournal.com Received: 14-03-2016 Accepted: 15-04-2016 Dr. Mohan Kumar TP Co-Ordinator,

More information

Service Quality Assessment: A Study of Consumer Satisfaction in Indian Insurance Sector

Service Quality Assessment: A Study of Consumer Satisfaction in Indian Insurance Sector IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 16, Issue 3. Ver. V (Mar. 2014), PP 34-41 Service Quality Assessment: A Study of Consumer Satisfaction in

More information

Total Quality Management for Improving Services of Information Technology Based Organizations: a case study

Total Quality Management for Improving Services of Information Technology Based Organizations: a case study Total Quality Management for Improving Services of Information Technology Based Organizations: a case study Abstract This paper applies TQM theories to facilitate improving IT products/services. A TQMbusiness

More information

RETENTION PROGRAM RECOMMENDATION FOR IMPROVING CUSTOMER LOYALTY AT PT. INDOSAT BANDUNG

RETENTION PROGRAM RECOMMENDATION FOR IMPROVING CUSTOMER LOYALTY AT PT. INDOSAT BANDUNG THE INDONESIAN JOURNAL OF BUSINESS ADMINISTRATION Vol. 2, No. 1, 2013:53-67 RETENTION PROGRAM RECOMMENDATION FOR IMPROVING CUSTOMER LOYALTY AT PT. INDOSAT BANDUNG Fitri Fitriyani, Harimukti Wandebori School

More information

KAAV INTERNATIONAL JOURNAL OF ARTS, HUMANITIES & SOCIAL SCIENCES

KAAV INTERNATIONAL JOURNAL OF ARTS, HUMANITIES & SOCIAL SCIENCES KAAV INTERNATIONAL JOURNAL OF ARTS, HUMANITIES & SOCIAL SCIENCES THE ANALYZING OF THE FACTORS AFFECTING THE SEARCH ENGINE OPTIMIZATION (SEO) FOR ONLINE SALE WEBSITES IN VIETNAM: A CASE STUDY OF HOTDEAL.VN

More information

Lancôme. Jill Rose Lauren Ruegemer

Lancôme. Jill Rose Lauren Ruegemer Lancôme Jill Rose Lauren Ruegemer Solution We suggest: Lancôme follow a differentiated market coverage strategy by introducing Lancôme Hyp. Lancôme change consumers perceptions and preferences for higher

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

Exploratory Factor Analysis of Demographic Characteristics of Antenatal Clinic Attendees and their Association with HIV Risk

Exploratory Factor Analysis of Demographic Characteristics of Antenatal Clinic Attendees and their Association with HIV Risk Doi:10.5901/mjss.2014.v5n20p303 Abstract Exploratory Factor Analysis of Demographic Characteristics of Antenatal Clinic Attendees and their Association with HIV Risk Wilbert Sibanda Philip D. Pretorius

More information

Comparing Brand Equity of Digital Single Lens Reflex (DSLR) Camera. Abstract. Pramote Suppapanya 1 * Santi Boonkert 2

Comparing Brand Equity of Digital Single Lens Reflex (DSLR) Camera. Abstract. Pramote Suppapanya 1 * Santi Boonkert 2 768 วารสารว จ ย มข. 15 (8) : ส งหาคม 2553 (DSLR) Camera Pramote Suppapanya 1 * Santi Boonkert 2 Abstract The objective of this study is to compare brand equity of Digital Single Lens Reflex (DSLR) cameras

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

Factors Affecting Customer s Perception of Service Quality: Comparing Differences among Countries - Case study: Beauty salons in Bandung and Tokyo

Factors Affecting Customer s Perception of Service Quality: Comparing Differences among Countries - Case study: Beauty salons in Bandung and Tokyo www.sbm.itb.ac.id/ajtm The Asian Journal of Technology Management Vol. 3 No. 2 (2010) 62-68 Factors Affecting Customer s Perception of Service Quality: Comparing Differences among Countries - Case study:

More information

Chapter Seven Customer-Driven Marketing Strategy: Creating Value for Target Customers

Chapter Seven Customer-Driven Marketing Strategy: Creating Value for Target Customers Chapter Seven Customer-Driven Marketing Strategy: Creating Value for Target Customers Customer-Driven Marketing Strategy: Creating Value for Target Customers Market Segmentation Market Targeting Topic

More information

Behavioural Aspects of ERP System of an Indian Steel Manufacturing Industry

Behavioural Aspects of ERP System of an Indian Steel Manufacturing Industry 10 Behavioural Aspects of ERP System of an Indian Steel Manufacturing Industry Dr. Shyam Prasad* Interaction between people, processes, data and technology is broadly referred to as Information System

More information

An Analysis of Aesthetic Evaluation on Interior Design Works

An Analysis of Aesthetic Evaluation on Interior Design Works An Analysis of Aesthetic Evaluation on Interior Design Works Hsiu-Tyan Chuang *, Shih-Yung Liu **, Yi-Ching Liu *** * hsiutyan@ntnu.edu.tw **lsy@cycu.edu.tw ***liu0129@mail.tnu.edu.tw Abstract: Beautiful

More information

Entrepreneurs of Small Scale Sector: A Factor Analytical Study of Business Obstacles

Entrepreneurs of Small Scale Sector: A Factor Analytical Study of Business Obstacles Entrepreneurs of Small Scale Sector: A Factor Analytical Study of Business Obstacles Anil Kumar Associate professor, Haryana School of Business, Guru Jambheshwar University of Science & Technology, Hisar

More information

Why do people switch banks?

Why do people switch banks? mer ervice Why do people switch banks? A Bank Clarity Report Free checking Local See banking more clearly. What is Bank Clarity? Bank Clarity is a division of the Sells Agency that provides our unique

More information

CUSTOMER SERVICE AND ORGANIZATIONAL GROWTH OF SERVICE ENTERPRISE IN SOMALIA

CUSTOMER SERVICE AND ORGANIZATIONAL GROWTH OF SERVICE ENTERPRISE IN SOMALIA CUSTOMER SERVICE AND ORGANIZATIONAL GROWTH OF SERVICE ENTERPRISE IN SOMALIA Ismail Ali Yusuf Hassan Faculty of Business and Accountancy, SIMAD University, Mogadishu, SOMALIA. ismartyou@gmail.com ABSTRACT

More information

Principles of Customer Service Level 2 J/506/2132

Principles of Customer Service Level 2 J/506/2132 Pearson BTEC (QCF) Principles of Customer Service Level 2 J/506/2132 2015 Practice Test Time: 45 minutes You must have: Multiple choice answer sheet Black pen Paper Reference CS-2-09 PT Instructions Use

More information

THE INFLUENCE OF MARKETING INTELLIGENCE ON PERFORMANCES OF ROMANIAN RETAILERS. Adrian MICU 1 Angela-Eliza MICU 2 Nicoleta CRISTACHE 3 Edit LUKACS 4

THE INFLUENCE OF MARKETING INTELLIGENCE ON PERFORMANCES OF ROMANIAN RETAILERS. Adrian MICU 1 Angela-Eliza MICU 2 Nicoleta CRISTACHE 3 Edit LUKACS 4 THE INFLUENCE OF MARKETING INTELLIGENCE ON PERFORMANCES OF ROMANIAN RETAILERS Adrian MICU 1 Angela-Eliza MICU 2 Nicoleta CRISTACHE 3 Edit LUKACS 4 ABSTRACT The paper was dedicated to the assessment of

More information

A survey of public attitudes towards conveyancing services, conducted on behalf of:

A survey of public attitudes towards conveyancing services, conducted on behalf of: A survey of public attitudes towards conveyancing services, conducted on behalf of: February 2009 CONTENTS Methodology 4 Executive summary 6 Part 1: your experience 8 Q1 Have you used a solicitor for conveyancing

More information

Consumer Perceptions of Extended Warranties and Service Providers. Gerald Albaum, University of New Mexico James Wiley, Temple University.

Consumer Perceptions of Extended Warranties and Service Providers. Gerald Albaum, University of New Mexico James Wiley, Temple University. Consumer Perceptions of Extended Warranties and Service Providers Gerald Albaum, University of New Mexico James Wiley, Temple University Abstract The marketing of the extended warranty for a consumer durable

More information

for BSNL internal circulation only

for BSNL internal circulation only E4-E5 E5 (MANAGEMENT) Marketing of Services AGENDA Define marketing Describe service and its difference from product List the services marketing mix Apply the marketing mix to BSNL services Understand

More information

Management Science Letters

Management Science Letters Management Science Letters 2 (2012) 1631 1638 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Importance-Performance-Simplicity analysis: Prioritizing

More information

CUSTOMER PERCEPTION AND RESPONSE TOWARDS ONLINE MARKETING IN CHENNAI CITY

CUSTOMER PERCEPTION AND RESPONSE TOWARDS ONLINE MARKETING IN CHENNAI CITY CUSTOMER PERCEPTION AND RESPONSE TOWARDS ONLINE MARKETING IN CHENNAI CITY Dr. K. KRISHNAMURTHY Assistant Professor, Research Supervisor, P.G & Research Dept of Commerce, Rajeswari Vedachalam Government

More information

THE IMPORTANCE OF BRAND AWARENESS IN CONSUMERS BUYING DECISION AND PERCEIVED RISK ASSESSMENT

THE IMPORTANCE OF BRAND AWARENESS IN CONSUMERS BUYING DECISION AND PERCEIVED RISK ASSESSMENT THE IMPORTANCE OF BRAND AWARENESS IN CONSUMERS BUYING DECISION AND PERCEIVED RISK ASSESSMENT Lecturer PhD Ovidiu I. MOISESCU Babeş-Bolyai University of Cluj-Napoca Abstract: Brand awareness, as one of

More information

Developing a Marketing Plan. Develop a strategic marketing plan to successfully grow your business and increase profits

Developing a Marketing Plan. Develop a strategic marketing plan to successfully grow your business and increase profits Developing a Marketing Plan Develop a strategic marketing plan to successfully grow your business and increase profits Learning Objectives At the end of this module, you will be able to: Understand the

More information

Effects of peer influence, satisfaction and regret on Car Purchase Desire

Effects of peer influence, satisfaction and regret on Car Purchase Desire Available online at www.sciencedirect.com Procedia Environmental Sciences 17 (2013 ) 485 493 The 3 rd International Conference on Sustainable Future for Human Security SUSTAIN 2012 Effects of peer influence,

More information

QUALITY MANAGEMENT SYSTEM IN HIGHER EDUCATION EMPLOYERS APPROACH

QUALITY MANAGEMENT SYSTEM IN HIGHER EDUCATION EMPLOYERS APPROACH QUALITY MANAGEMENT SYSTEM IN HIGHER EDUCATION EMPLOYERS APPROACH L. ILIES 1, C. OSOIAN 2, M. ZAHARIE 3 1 Babes-Bolyai University, liviu.ilies@econ.ubbcluj.ro 2 Babes-Bolyai University, codruta.osoian@econ.ubbcluj.ro

More information

Consumer Attitude Towards the Cell Phone: A study on Young Generations of Chittagong Metropolitan City, Bangladesh

Consumer Attitude Towards the Cell Phone: A study on Young Generations of Chittagong Metropolitan City, Bangladesh Asian Business Review, Volume 3, Number 3/213 (Issue 5) ISSN 234-2613 (Print); ISSN 235-873 (Online) Consumer Attitude Towards the Cell Phone: A study on Young Generations of Chittagong Metropolitan City,

More information