Tag Archives: Consumer Satisfaction

Mapping of FMCG brands using Brand Apostle Model and the Impact of Customer Satisfaction on its Repurchase in Sultanate of Oman (Published)

This research aims to map few FMCG brands on brand apostle model and to analyse the impact of consumer’s satisfaction on future purchase. Five products are selected Shampoo, Milk, Toilet soap, Toothpaste and Juice for the study. A sample of 212 Omani households are contacted for collection of responses from Nizwa. All the brands are positioned in the loyalists category and few are categorized as brand apostles. Among the shampoo brands, Tresemme and Vatika are brand apostles. Among the toothpaste brands, Pepsodent and Oral B are brand apostles in the toothpaste category. Johnson and Johnson, Nivea and Pears are brand apostles among toilet soap brands. Suntop is the brand apostle in the juice category. The correlation between the satisfaction and future preference is analysed. The contribution and the impact of satisfaction of each brands on future purchase for each product is assessed.

Keywords: Consumer Satisfaction, brand apostle, consumer repurchase, defectors, fast moving consumer goods., hostages, loyalists, mercenaries

The Effect of Branding on the Marketing Performance of Companies in the Mobile Phone Industry (Case Study of Techno Ghana, Accra) (Published)

In today’s highly competitive markets, keeping customers and retaining their loyalty is considered crucial in maintaining business and its related marketing performance. Companies and retailers also need to look for various marketing strategies in order to improve their customers’ loyalty. Having knowledge and skills about marketing is one of the capabilities which is required for success in the competition. In consumable markets, brands are the main points of differentiation between the competitive presentations, thus, they are crucial for the performance in terms of success of the companies. The purpose of this study sets to analyse the impact of marketing mix elements on brand loyalty. The present study is applicable in terms of objective and descriptive survey in terms of data collection. To identify the challenges associated with branding at Techno Ghana, identify the importance of branding in the marketing of Techno Products, determine the branding strategies adapted by Techno Ghana and ascertain the relationship between branding and the performance of Techno products in Ghana. Descriptive research design was used and data was collected from a sample size of 50 with the aid of questionnaires. Convenience sampling method was used for the selection of the respondents. Results revealed that lack of branding know-how and insufficient branding guidance for entrepreneurs are major challenges in techno Ghana. Also the results indicated that, brand impacts on the purchase decision of customers, helps customers to identify the source of products, and communicates features and benefits while developing and maintaining it branding activities through both internal and external agency. Brand extension and multiple branding are the major branding strategies used by Techno Company. Finally, the findings show that the company employs logos, jingles and packages and communicated them through TV campaigns and Events.

Keywords: Branding, Consumer Satisfaction, Marketing Mix, Marketing Performance, brand loyalty

Measuring Consumer Satisfaction with Consumer Protection Agencies: Insights from Complainants to CPA Offices in Anambra State (Published)

This paper examines the level of satisfaction attained by complainants to three different consumer protection agencies in Anambra State, Nigeria. To achieve this purpose, the paper verified proposition that establishes relationship between three components of performance evaluation namely accomplishment of objectives, carrying out duties, procedural obstacles, and consumer satisfaction with consumer protection agencies. Secondly, the paper examined the dimension that influences consumer satisfaction most. A total of 43 out of 92 complainants were surveyed using a 5-point likert type structured questionnaire. Factor analysis and multiple regression analysis were used to analyze the data. The results show that overall consumer satisfaction is derived from the objectives accomplished, roles played and procedural obstacles removed by consumer protection agencies. Interestingly, the roles played by these agencies proved to be the dimension that influences consumer satisfaction most. Overall, the paper recommends that the agencies should among other things, liaise with market associations, the media, consumer groups, sister agencies and other relevant stakeholders to achieve the desired consumer satisfaction.

Keywords: Complainants, Consumer Protection Agency, Consumer Satisfaction, Procedural Objectives, Regulations.