...Mehrnia (k_m261156@yahoo.com) Abstract In this quantitative article research first, the main factors in customer satisfaction in online environment of Iran in hardware industry with process based-view are identified. Secondly relationships between identified factors in online environment of Iran and customer satisfaction are investigated. Keywords: Online Environment, Customer satisfaction, and Process Based-View Introduction Experimental studies show that enterprises with high customer satisfaction, has more return on economic in comparison with others (Eugene W. Anderson, 1993). Others implied that firms should try to seek profitable way to differentiate their services and deliver high quality services (A. Parasuraman 1998, Adam Finn 2003, Hsu, 2008). Additionally, quality of the quality of customer interface in online shopping is positively related to intention to buy and consequently future financial performance of the firm (Hsin Hsin Chang, 2009) This is the reason that currently firms using customer satisfaction and loyalty improvement strategies to sustain in current competition environment and create value for all stakeholders and customers. Additionally, customer satisfaction, as a performance indicator, has targeted by many academics and practitioners for many years. Some problems such as Delay in delivery, increasing the number of frauds in online shopping has led o lack of trust, Increasing the number of frauds in online shopping has lead to lack of...
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...Answer and be prepared to discuss the following points: * How have Portakabin used MR to develop their market position? Portakabin used marketing research to develop their marketing position by using primary research (data collected in the field, directly from the customer) and secondary research (data that already exists or may have been collected for another purpose). GOOD! * How could MR data be leveraged by R&D at Portakabin to develop products? After research its up-to-date application follows, the company takes into consideration collected data to improve products and services. This provides two main benefits: ◆ understanding of customer’s needs ◆ new product development and added-value services. Apart from that by doing researches the company gets more experienced in researching and gets more accurate data followed by accurate analysis. (pay attention to loyalty of the customer, by researching it). GOOD POINTS * How would working conditions in the UK impact on Portakabin sales? Research into aspects of the work environment is important for Portakabin. The company has to make sure that all its products and services meet changing different needs and preferences of customer. “Portakabin is aware that the customers who buy or hire its buildings have employees and customers of their own. It must ensure that the people who use or work in the buildings have a high level of satisfaction. Recent research has shown that if the work environment...
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...of Gap Model in the Researches of Hotel Services Quality Ivana Blešić* Anđelija Ivkov-Džigurski* Aleksandra Dragin* Ljubica Ivanović* Milana Pantelić* Received: ???? 2010 | Accepted: ???? 2010 Abstract This work presents the research results of the hotel services quality by applying Gap model and SERVQUAL questionnaire. The research was conducted in five health spa centers in the West Morava river valley region during August and September 2008. The reach is aimed at testing of Gap model, i.e. identification of exceptions when the hotel services quality in the observed sample is concerned. Key words: Gap model, SERVQUAL, hotel services quality Introduction The concept of the quality is topic which holds the central place in the services marketing. However, the attempt to define quality in scientific circles causes a number of dilemmas. The main reason for that lies in the fact that quality does not represent a purely “clear” scientific concept. Although the term “quality” is widely used in everyday speech, it is not often clear what that quality actually stands for, i.e. defining a quality can be a rather subjective concept. The base for a scientific definition is connected with the approaches to the concept of quality from two main standpoints - of a producer – quality represents harmonization with procedural rules in the process of production and service offer, and of a costumer - quality stands for the entire characteristics of products and services which have the capability...
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...Abstract The Study of Customer Loyalty Factors in the Mobile Telecommunications Industry in China This article is a study of Chinese telecommunications service customer loyalty factors and the impact of the internal mechanism. The industry empirical study reveals the communications services industry, the impact factors of customer loyalty, and the interaction between these factors mechanism. With the increasingly fierce market competition and increase costs for customers, cultivate and maintain long-term customer loyalty is a business enterprise can be an important factor. On the one hand, enterprises have to get a good income, in addition to the core technology and improving product quality, but customer satisfaction, service quality and Enterprise Image will to some extent affect on customer loyalty, loyal customers are the main profit source. On the other hand, when supply exceeds demand in the market environment, the cost to acquire new customers than to maintain existing customer costs, but the profit contribution of new customers is far less than the original customer. Finally, the loyalty of customers through word of mouth to bring new business customers. Therefore, the development of customer loyalty strategies, research customer needs and maintain long-term two-way interaction with the customer relationship business and academia has been the focus of attention. Customer loyalty in the communications industry, more and more attention, is the communications business...
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...equation modeling. For this purpose a questionnaire with 36 questions has been designed. Results of data analysis with use structural equation modeling is supported the research hypotheses about the direct effects of variables on each other. Results indicate positive effects of the brand equity dimensions on the brand equity and strong impact of promotion dimensions on these dimensions. finally use of brand enrichment activities (such as extensive advertising, employing qualified and efficiently vendors, increase communication with goal customer use of various and appropriate sales promotion and extensively , use of marketing without intermediaries e.g. creating sites) to create brand equity for products home , audio and video products is proposed. Keywords— Promotion, Brand Equity, Structural equation modeling, LISREL, Samsung. 1. Introduction In the consumer marketing, brands are often the starting point of the difference between competitive proposals, so that they can be crucial for organizations success. Thus, it is very important that...
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...the document. When you’re ready to add your content, just click here and start typing.] literature review Self-congruityand brand personality on consumer satisfaction literature review Self-congruityand brand personality on consumer satisfaction Since the theory of consumer satisfaction put forward, it has been attracting marketing researchers attention and came out many valuable theoretical results. However, it is relatively less about the influence of self-congruity to consumer satisfaction (Sirgy et al., 1997). This review will focus on the literature on self-congruity theory including self-concept and brand personality, and the influence on consumer satisfaction. Expand the mainstream view and research result and conclude the limit of former studies. Most of the literature focus on the changing of self-congruity, brand personality and consumer satisfaction. At the end of the 19 century, there were already some research topics related to self-congruity within the domain in psychology. However, until the late of the 1950s, researchers started to introduce the topic of self-congruity into the researches of customers’ behaviors. Nowadays, there is already a complete model of theory and methods of measurement of the Self-Congruity Concept. There are many scholars believe self-congruity is how an individual think or feel on himself from an objective perspective. After all, there are still different explanation interpreted by many people. For example...
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...Defining Marketing Martha Apuan University of Phoenix Marketing MKT/421 David Rubenstein June 17, 2013 Defining Marketing Marketing is essential for the success of a company. With the changing times and the advance in technology more products are being introduced to the consumer, however, before the consumer can purchase a new item he or she has to know it is worth buying. In this paper I will define marketing, providing my own definition as well as two other definitions from credible sources. I will also explain the importance of marketing in organizational success based on the definitions and provide three examples from the business world to support the explanation. Jay Levinson said, “If you don't believe in your product, or if you're not consistent in the way you promote it, the odds of succeeding go way down. The primary function of the marketing plan is to ensure that you have the resources to do what it takes to make your product work” (Entrepreneur, 2000-2013). Marketing Defined According to the textbook Basic Marketing, “marketing is the performance of activities that seek to accomplish an organization’s objectives by anticipating customer or client needs and directing a flow of need satisfying goods and services from producer to customer or client” (William D. Perreault, 2011, p. 6). The American Marketing Association provides this definition, “Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and...
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...Marketing Principles HND in business management NAME:KABITA MAHARJAN ID NUMBER:859549 ASSIGNMENT:1St Submitted to : Zara Bhokhari Date of submission :31st march Contents 1.o Introduction......................................................................................................................3 1.1Definitions...................................................................................................................3 2.o Background of BP.............................................................................................3 2. 1Marketing orientation ….................................................................................3&4 2.2Advantages disadvantages.....................................................................................4 3.o Marketing processing................................................................................................4&5 4.o PESTLE …...........................................................................................................5&6 5.o SWOT …..............................................................................................................6&7 6.o Segmentation..............................................................................................................7&8 6.1 Targeting.......................................................................................................... 6.2Positioning...
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...Marketing Research of Kudler's Fine Foods Jerrel Jones MKT/421 February 14, 2011 Lee Melancon, III Marketing Research of Kudler's Fine Foods In today’s business world, companies are constantly trying to create new products in order to boost sales for the shareholders and the company. Ideas are being brought to the table daily to ensure the survival of a company. Before a product can be looked at as a finished good, it must first go through a rigorous process that we call marketing research. Careful research, planning, and implementation take place during this critical process. Here we will explore the importance of marketing research and why it is the fundamentals of marketing. What is marketing research? Marketing research can be defined as the process of gathering, recording, and analyzing the data that relates to a certain product. The sole purpose of this extensive research is to determine the needs and wants of the target audience. Once these needs are met a company can and will surpass the competition in that particular market. The company that we will be discussing and helping to try and figure out what new marketing strategies they can approve upon is Kudler’s Fine Foods. (Management, 2010 Kudler’s Fine Foods is a local upscale specialty food store located in San Diego, California. The store sells bakery and pastry products along with fresh fruits and vegetables. Their mission is to bring a high-style quality food to a high-style quality people...
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...mathematical calculations but no experimentally. Quantitative research however is carried out experimentally and relies and builds on mathematical techniques such as quality, frequency and amount etc. Qualitative analysis provides more details and is more focused and deep process. Qualitative analysis put emphasis on how and what meaning is given to a certain situation. Qualitative approach is subjective and has understanding nature. In this type of research, the researcher has to engage more with the subject under consideration. This type of research is also referred to as interpretative research, understanding and gathering information and interpreting it with respect to daily life. Quantitative research method involves the mathematical parameters such as height, weight and other parameters which have numerical value. The emphasis of this type of research is on the comparison between different variable of the system. So it depends on mathematical techniques and procedures such as mean, median, frequency and other statistical procedures. According to Kotler et al “Marketing research is a process that identifies and defines marketing opportunities and problems, monitors and evaluates marketing actions and performance, and communicates the findings and implications to managements.” This means that marketing research is the collection, evaluation and recording of information related to customer needs. Building relationship with clients and customers requires a lot of...
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...The marketing plan of Nokia Table of contents Executive summary…………………………………………………………………..2 Introduction……………………………………………………...…………………….2 The marketing objectives of Nokia……………………...........……………………3 The target market strategy of Nokia…………..........……..………..…………….3 The competitive strategy of Nokia………………………………………...........….5 The marketing mix of Nokia...………………………………………………...……..7 Conclusions…………………………………………………………………………..12 References……………………………………………………………………………13 Executive summary Mobile phone, which is defined as a high technology electronic product, is popular all over the world. China must be one of the biggest markets for those mobile phone manufacturers. As a leader in mobile telecommunications market, Nokia has its scientific business strategy that leads to success, and pays a great attention to the market of China. Based on the Chinese mobile phone market, this paper analyzes Nokia’s business strategy to show reason of Nokia’s success. The business strategy includes the strategic intent, the competitive strategy and marketing mix. The strategic concept of Nokia is to take the demand-side strategy. Nokia subdivides the whole market into several objective markets according to the researches about the partialities of different individuals. And then different types of mobile phones are put into the market aimed at attracting different consumer groups. The competitive strategy of Nokia is to improve...
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...generating a new innovation by removing the existing components. Division: separate an object or service to multiple parts and rearrange the parts into something new. Multiplication: duplicate a current components and innovation by removing the existing components. Task unification: unifying unrelated functions or tasks. Attribute dependency: make previously independent attributes dependent on one another. Generating new ideas is easy, but making them into innovation is hardneed innovation strategy. Innovation strategy: long-term plan that improves firm’s innovation success rate. A good innovation strategy invests in innovation projects that align with company’s resources and capabilities and satisfy customers’ needs. Why important? It enables firm to introduce innovations to marketplace and thus remain competitive. It helps enhance the existing products and services so that improve customers’ utility. It improves the efficiency and output of the process of innovation. It helps to understand and manage the risk associated with innovation. 2.Inspiring innovation Internal sources of innovation * R&D: investment in basic researches (researches that advance knowledge) Investment in applied researches (researches for specific problem or topic, usually with commercial object, followed by development to create product)--different spending on applied and basic researches for different firms (low-tech and high tech); difference spending between firms and government...
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...ustMODELS USED IN BANKING SERVICES Cetina Iuliana Academy of Economic Studies, Bucharest, 6, Piata Romana, ,phone: 0722-430482, email:iuliana.cetina@k.ro Mihail Nora Academy of Economic Studies, 6, Piata Romana, Bucharest, phone: 0722/369467 Usually, the marketing policy developed by companies goods has been directed towards attracting new consumers. In oppositions to such companies, service companies are first of all preoccupied with preserving their current customers. A frequent example, as an average, is that the cost incurred for attracting new consumers is five to six times higher that the one incurred for maintaining current ones1. Moreover, the loss of a consumer reduces the profit by approximately 118 USD, while its preservation costs only 20 USD2. Building customer relationships involve activities leading to a long term development of the relationship between the company and the customer, for both parties’ benefit. Key words: banking services, SERVQUAL Model and banking customer satisfaction, relationship marketing. Within the domain of banking services, the service process involves a multitude of relationships between the performer and the consumer. Especially, the product is the main “instrument” for creating and offering a quality service and, implicitly, for the company to prove its care for and interest in the customer’s problems. The concept of “care for and interest in the customer’s problems” is tightly related to that of providing satisfaction to the customer...
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...RESPONSIBLE MARKETING Responsible Marketing Customer Inserts His/Her Name Customer Inserts Grade/Course Customer Inserts Tutor’s Name 04, 10, 2012 Abstract Corporate or companies have been for long held responsibly whenever they interfere with the social norms during their production activities. Ethicists have for long been criticizing corporate to ensure that they care about the integrity of the society. Present researches have concentrated most on the results of corporate socially responsibility. This study empirically examines the way responsible marketing contributes to an increase in the costs of operations of a corporate. The results of the study are suggesting that companies cost of operations will continue to increase as long as they continue to invest in responsible marketing practices. Table of Content Abstract 1.0 Introduction 1.1 Background of the Problem 1.2 Statement of the Problem 1.3 Purpose of the study 1.4 Research Questions 1.5 Significance of the study 1.6 Assumptions of the study 1.7 Limitations and delimitations 2.0. Review of Literature 3.0 Methodology 3.1 Methods of data collection and analysis 3.2 Validity of data instruments 3.3 Reliability of data instruments 3.4 Generalisability 3.5 Ethical considerations 4.0. Results 5.0. Discussion 6.0. Conclusion and recommendations 6.1 Conclusion 6.2 Recommendations References Appendices List of Table Table 4. 1: A table showing why companies are increasing their investments...
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...staple and yellow corn accounts for about 50% of livestock mixed feeds. Some 600,000 farm households depend on corn as a major source of livelihood, in addition to transport services, traders, processors and agricultural input suppliers who directly benefit from corn production, processing, marketing and distribution. Corn is also processed into high value products, such as cornstarch, corn syrups, corn oil, gluten and snack foods. The Department of Agriculture’s Agri-Pinoy Corn Program aims to increase production of quality corn and also cassava for human consumption, feeds and industrial uses, as well as empower the farmers and increase their income, thereby improving their quality of life. Overall strategy is to fast track the expansion of hybrid corn, cassava and other feed crops production to achieve food and feed self-sufficiency, enhance the competitiveness of the domestic livestock and poultry sectors through cheaper feed inputs as well as generate jobs in rural communities. Program Components I. PRODUCTION SUPPORT SERVICES Activities under this component are geared towards showcasing cost—reducing technologies which are efficient, effective, and economical towards global competitiveness and productivity. A. White Corn Seed Production and Exchange Subsidy Production and distribution of quality registered and certified open-pollinated variety (OPV) corn seeds under counterpart arrangement with LGUs to farmers practicing coconut-corn intercrop and those in the...
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