Tag Archives: Customers

The Application of the Binary Logistic Model: A Case of Joint Stock Commercial Bank for Investment and Development of Vietnam (Bidv) in Vinh Long Province (Published)

This study aims to estimate the factors affecting the probability of repayment of individual customers, corporate customers at BIDV in Vinh Long province. The sample data includes 403 individual customers and 160 corporate customers who selected from the BIDV’s customer data set. The regression analysis results tested seven factors affecting the probability of debt repayment of individual customers with significance level 0.10 from 9 factors proposed. Besides, five factors affecting the probability of debt repayment of corporate customers with significance level 0.05 from 8 factors proposed.

Keywords: BIDV, Binary logistic model, Customers, Debt, HVUH.

Marketing and Advertising Ethical Stance toward Customers (Published)

Marketing ethics is a well-established area of marketing research. Following the marketing ethics is important and a key factor for a firm to survive and succeed.  Research has shown that it is critical to focus on the accuracy of promotional messages provided to the customers. Giving the customer inaccurate information is known as misleading advertisements. This action is unethical due to leading the customer to buy a product which the customer thinks like what has been sawed in the Ad. Unfortunately, unethical advertisements are not directed just towered adult, however, children involved too. Moreover, many studies state that there is a growing number of marketers who are attracting the customers to buy unneeded products by using psychological and emotional appeals. I believe these appeals are the driving force would excite quick responses from the customers.  This study aims to identify marketing ethics by reviewing past studies and discover some unethical practices in marketing.

Keywords: Advertising, Appeals., Customers, Deceptive Advertisements, Ethics, Marketing

Studying the Determinants Affecting the Consumers’ Loyalty of Traditional Market in Ho Chi Minh City (Published)

This study aims to explore the factors affecting consumers’ loyalty to traditional markets in Vietnam. This is one of the first research papers to develop the measurement scale as well as the theoretical model illustrate the relationship between service quality, customer satisfaction and customer loyalty to traditional markets. The research results surveyed customers who regularly shop at traditional markets in Ho Chi Minh City (HCMC), the theoretical model taken together with the scale five level. The official quantitative studied with a sample of 300 customers (shoppers) who are regular shopping experience. The data collected from January 2017 to March 2018 in HCMC and random sampling technique. The Data analyzed Cronbach’s Alpha and the exploratory factor analysis (EFA) which used for Structural Equation Modelling (SEM) technique. The tested results have nine out of ten accepted hypotheses. Quality of service, satisfaction and cultural factors are the positive factors, directly to the loyalty of consumers with traditional markets. This result provides a new dimension of loyalty in the Vietnamese retail market. Finally, the researchers have managerial implications for improving consumers’ loyalty with traditional market in the future.

Keywords: Customers, HCMC., Loyalty, Satisfaction, Traditional Markets

Investigating the Effectiveness of Applying Gamification on Tourism Websites from the Customers’ Perspective: An Exploratory Study (Published)

Gamification is the new trend that has been speedily expanding over the past few years and still developing in various fields including tourism, especially in marketing. Despite that, information about the effectiveness of tourism gamification applications in motivating and engaging the customers is limited. This study provides a quantitative exploration of the consumers’ perception towards using gamification applications on tourism websites. It examines its effectiveness from the customers’ perspective as a marketing strategy applied by tourism websites to engage customers. Findings show that gamification cannot yet be considered an effective strategy for engaging customers with tourism websites from the customers’ perspective due to the low level of participation in gamification activities on tourism websites, the big percentage of customers unaware of its existence on tourism websites and the opinion of both those who use it and those who do not concerning its efficiency in engaging customers with tourism websites.

Keywords: Customers, Gamification, Players, tourism websites

Recommendations Enhancing the Effectiveness of Marketing Plan at NHA Be Garment Corporation (Published)

Marketing plays an important role in establishing relationships between customers and the enterprises offering to the market… The marketing function is also tasked with branding of the enterprises, participation in publicity activities, advertising and customer interaction through feedback collection. Marketing is a vital business function that is necessary in nearly all industries whether the organization operates as a for-profit or as a not-for-profit. For the for-profit garment corporation, marketing is responsible for most tasks that bring revenue and, hopefully, profits to an organization. In this paper, the process of implementation of paper researcher also performed a SWOT analysis. Based on the two engines on research results and researcher has suggested recommendations of marketing plan for Nha Be Garment Corporation. This paper had been conducting a rigorous SWOT analysis with the objective of realizing the strengths, weaknesses, opportunities, and threats, in comparison with the competitors’. Also, this paper had been analyzed the political, economic, socio-cultural, technological, natural, and demographic factors, to better understand the environment in which the business operates. Both analyses are essential to successful marketing planning.

Keywords: Customers, Marketing, Marketing plan, SWOT

Perception of Quality Service among Customers of Deposit Money Banks in Dutsinma Local Government Area, Katsina, Nigeria (Published)

The study sought to determine Perception of quality service among customers of Deposit Money Banks (DMBs) in Dutsinma Local Government Area, Katsina, Nigeria. The objective of the study is to determine customers’ perception of quality service from the point of view of; tangibility and reliability of the services; responsiveness and assurances of the banks to their customers.  Secondary and primary sources were used in generating data for the study. Using stratified and random sampling techniques, the primary data was collected by means of a structured questionnaire administered to 380 customers of the three DMBs in the study area. Descriptive as well as inferential statistics (Regression Analysis) were used in analyzing the data collected from the respondents. The study found that the responsiveness aspect of the banking services has the highest impact on perception of quality service among customers of DMBs in the study area. This is followed by tangibility and reliability aspects of the services. The assurance aspects of the said banking services have the least impact on perception of quality service among the customers. Based on the findings, the study recommended that the three DMBs in Dutsinma Local Area should place more emphasis on the aspects of responsiveness and tangibility in their advertisement and physical interaction with their customers.

Keywords: Customers, Perception, Quality Service

Determinants Affecting the Effectiveness of Risk Management of Commercial Banks in Dong Nai Province (Published)

Risk management is the identification, assessment, and prioritization of risks followed by coordinated and economical application of resources to minimize, monitor, and control the probability and/or impact of unfortunate events or to maximize the realization of opportunities. Risk management’s objective is to assure uncertainty does not deflect the endeavor from the business goals. The objectives of this study are to identify the factors that affecting the effectiveness of risk management of commercial banks in Dong Nai province. The data analysis for this study is a quantitative type. Moreover, the results provided an insight of the effectiveness of risk management from 350 customers related to commercial banks in Dong Nai province. The regression analysis result showed that there were five factors that included of factors following the procedure (Pr), the communication (Co), the technology (Te), the Human Resource development (Hr) and the organization structure (Or) affecting the effectiveness of risk management of commercial banks in Dong Nai province with significance level of five percent. In addition, the study results showed that there were 350 customers who interviewed and answered about 29 questions. The Data collected from November 2016 to April 2017. This study had been analyzed Cronbach’s Alpha, KMO testing and the result of KMO testing used for the research method of the regression. Customers’ responses measured through an adapted questionnaire on a 5-point Likert scale following; conventions: 1: Completely disagree, 2: Disagree, 3: Normal; 4: Agree; 5: completely agree. Hard copy and online questionnaire distributed among 50.500 customers of the commercial banks.

Keywords: Commercial Banks, Customers, LHU, Risk Management

Reliability Analysis of Determinants Affecting the Effectiveness of Risk Management of Commercial Banks in Dong Nai Province (Published)

Commercial Banks have always played an important position in the country’s economy. They play a decisive role in the development of the industry and trade. They are acting not only as the custodian of the wealth of the country but also as resources of the country, which are necessary for the economic development of a nation. Besides, risk management is the main cause of uncertainty in any commercial banks. Thus, commercial banks increasingly focus more on identifying risks and managing them before they even affect the business. The ability to manage risk will help commercial banks act more confidently on future business decisions. Their knowledge of the risks they are facing will give them various options on how to deal with potential problems. Risk management’s objective is to assure uncertainty does not deflect the endeavor from the business goals. The objectives of this study are to reliability analysis of the factors of the effectiveness of risk management of commercial banks in Dong Nai province. The data analysis for this study is a quantitative type. Moreover, the results provided an insight of the effectiveness of risk management from 350 customers related to commercial banks in Dong Nai province. In addition, the study results showed that there were 350 customers who interviewed and answered about 29 questions. The Data collected from November 2016 to April 2017. This study had been analyzed Cronbach’s Alpha testing. Customers’ responses measured through an adapted questionnaire on a 5-point Likert scale following; conventions: 1: Completely disagree, 2: Disagree, 3: Normal; 4: Agree; 5: completely agree. Hard copy and online questionnaire distributed among 50.500 customers of the commercial banks.

Keywords: Customers, Risk Management, The Commercial Banks And LHU

Management of Open Innovation in Developing Small Businesses (Published)

Open innovation is a phenomenon that is becoming increasingly important for the theory and the practice in recent years. The reasons for this can be found in the new innovation cycles, industrial research and escalation of development costs and also the lack of resources. The phenomenon of open source has attracted researchers and practitioners of innovation. The era of open innovation starts when companies understand that if they want to commercialize their ideas, they should look for a way to bring them to the market of ideas. They need to deploy the roads outside the current businesses and to realize that their center, where the knowledge is created, does not always equal the innovations that need to be found within the company. The approach of open innovation enables innovations to move easily between the external environment and the internal process of innovation of the company. How often open innovation approach is put into practice and whether there are recognized patterns are issues that are examine by our empirical studies.

Keywords: Competition, Customers, Management, Market, open innovation, suppliers

The Impact of E-Banking on Efficient Service Delivery to Customers in Nigeria Economy (Published)

The advent of service areas like financial advisory services, funds transfers and international trade among others helps propel Nigeria banks into the development of new and improved service delivery channels. Information and communication technology (ICT) rapidly emerged as the platform for building integrating and communicating effective service to customers. Today in Nigeria servers, personal computers and local / wide area networks have taken a firm foot as the minimum requirement for rendering credible and effective banking services. Adenuga (2003), the recent trends in Information Technology (IT) are becoming central to the process of economic development. IT offers new ways of exchanging information, transacting business, changes the nature of the financial and other services sectors and provides efficient means of using the human and institutional capabilities of countries in both the public and private sectors.  IT can be applied to every conceivable activity; from collecting taxes to bank management, complex scientific and technical problems.

Keywords: Bank, Customers, Economy, Fund Transfer, ICT, services

Evaluation of Factors Influencing Switching Behaviour by Ghana Commercial Bank Customers (Published)

This study seeks to determine the factors which influence the switching behaviour of customers of Ghana Commercial Bank, Limited in Ho. A descriptive, cross-sectional survey was conducted among 350 purposively selected individual customers. Logistic regression analysis was used to identify the predictors of switching intentions among customers. Results show that four factors; X1 (High transaction fee), X4 (Attractiveness of alternatives), X7 (Inconvenience of bank location) and X9 (Inability to respond to system failure quickly) were statistically significant in the prediction of customer switching with a predicted switching rate of 82.29%. It is suggested there is a need for banks to review their bank charges or transaction fees in the banking sector since high transaction fees have an impact on customer switching behaviour. Also, management should establish more branches in the same township since customers switch in the inception of convenience in the services and location of the banks. Finally, banks should regularly update their system and also employed welled trained staff who will respond to system failure quickly. In addition, they should strive to provide the greatest possible customer satisfaction and convenience them that they have greater customer satisfaction than competitive banks.

Keywords: Customers, Logistic regression, Switching Behaviour

FACTORS AFFECTING THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT IN JORDANIAN COMMERCIAL BANKS FROM CUSTOMERS POINT OF VIEW (Published)

This research aimed at investigating the factors affecting the implementation of TQM in a sample of commercial banks in Jordan. The study used the questionnaire as a tool to collect data. The results showed that there are some defaults in the implementation of TQM in commercial banks in Jordan and some aspects of TQM were ignored and wrongly Implemented and this in turn affected customer care

Keywords: Commercial Banks, Conformance, Customers, Specification., Total Quality Management

INTERTEMPORAL EFFECTS OF ONLINE ADVERTISING CHANNELS ON CUSTOMERS (Published)

Advertisement is an attractive means of achieving organizational goals, such as increasing sale, revenues or profits. Previous researchers unanimously agree regarding the effectiveness of advertisement; however, there is a difference of opinion among scholars as to which channels and online sources of advertisement are the most productive. This study investigates additional information about advertising effects that may help business organizations and policy institutions. This study attempts to answer two important questions: 1) Is the long-term effect different from the short-term effect of online advertising? 2) Do the different channels of advertisement have synonymous effects on their corresponding targeted clients? The study uses daily base data on a book-selling company over the course of one year (365 daily observations). The study uses a number of time-series tests to investigate the stationarity of the data. The study then subsequently uses the Pearson correlation test and generalized least-square technique to estimate the short-term, long-term, and carryover effects of various channels of online advertising. The study shows that coupon loyalty advertising is more effective with respect to cumulative effects such as long- and short-term effects. The findings reveal that there is a difference between short- and long-term effects; however, both effects have the same signs and thus follow the same direction. The study also reveals that there is difference between the effects of various advertising channels on the volume of sales and as well as between their carryover effects. System engine marketing has the longest effect (6.7 days), followed by BA and CLA.

Keywords: Advertising, Customers, E- Marketing, Intertemporal Effect

Intertemporal Effects of Online Advertising Channels on Customers (Review Completed - Accepted)

Advertisement is an attractive means of achieving organizational goals, such as increasing sale, revenues or profits. Previous researchers unanimously agree regarding the effectiveness of advertisement; however, there is a difference of opinion among scholars as to which channels and online sources of advertisement are the most productive. This study investigates additional information about advertising effects that may help business organizations and policy institutions. This study attempts to answer two important questions: 1) Is the long-term effect different from the short-term effect of online advertising? 2) Do the different channels of advertisement have synonymous effects on their corresponding targeted clients? The study uses daily base data on a book-selling company over the course of one year (365 daily observations). The study uses a number of time-series tests to investigate the stationarity of the data. The study then subsequently uses the Pearson correlation test and generalized least-square technique to estimate the short-term, long-term, and carryover effects of various channels of online advertising. The study shows that coupon loyalty advertising is more effective with respect to cumulative effects such as long- and short-term effects. The findings reveal that there is a difference between short- and long-term effects; however, both effects have the same signs and thus follow the same direction. The study also reveals that there is difference between the effects of various advertising channels on the volume of sales and as well as between their carryover effects. System engine marketing has the longest effect (6.7 days), followed by BA and CLA

Keywords: Advertising, Customers, E- Marketing, Intertemporal Effect

EXAMINING THE LINKS BETWEEN MARKETING COMMUNICATION AND MICRO FINANCE SERVICES IN GHANA (Published)

The study sought to look at the role of marketing communication in the provision of micro finance services, using Bonzali Rural Bank, in the Northern Region of Ghana as a case study. Both the qualitative and quantitative research approaches were used to gather information from Bonzali Rural Bank. The researchers adopted the quota, purposive and simple random sampling methods to select the respondents. Questionnaires were respectively administered to customers of Bonzali Rural Bank. The data was analysed by means of descriptive and inferential statistics using the Statistical Package for Social Sciences (SPSS).Some of the key findings during the research were that the physical evidence of the Bank was not the best. Personal selling according to the research was not at its peak, an indication that the Bank has not done a lot in that regard. Based on the findings, the Bank is doing well with the Marketing Communication Mix Elements. The researchers recommended that the Bank should focused on the physical evidence, i.e., the environment it operates including the building itself, equipment, vehicles etc. as they all communicate with the customers and the customers’ make judgment of the services provided by the Bank through the physical evidence. Not only that, but the processes and the people who deliver the services

Keywords: Customers, Marketing Communication, Marketing Mix, Micro-Finance, services