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Author : Dr. Sakru Ketavath
Publisher : Lulu.com
Page : 166 pages
File Size : 54,5 Mb
Release : 2024-06-26
Category : Electronic
ISBN : 9781387680436
Author : Joern Toellner
Publisher : Diplom.de
Page : 136 pages
File Size : 47,7 Mb
Release : 2014-04-15
Category : Electronic
ISBN : 3842897243
Master's Thesis from the year 2014 in the subject Business economics - Trade and Distribution, grade: 2,3, University of Applied Sciences Essen, language: English, comment: Folgende Themen werden behandelt: Megatrends / Mobile Marketing / Erfolgsfaktoren Mobile Marketing / Smartphone / Apps / Kundenzufriedenheit / Kano Modell / Fallbeispiele Applikationen: Mobile Messaging, Mobile Tagging - extended Packaging, Barcoo, Mobile Payment - Mobile Wallet, Starbucks, Augmented Reality / Mobile Kundenkarte - Payback, Shopkick, Datenschutz. Umfrage zum Thema: Welche Apps verwenden Kunden im Einzelhandel und unter welchen Voraussetzungen., abstract: Worldwide there is a strong growth in smartphone owners in comparison to previous years and the number of them will surpass the 1,4 billion mark worldwide by the end of 2013 (statista, 2013). Today, more than one third of world's population and more than 40 percent of Germany's population own a smartphone (GS1, 2013, 5, statista, 2013). Mobile phones and other mobiles are becoming part of our everyday life and are changing the way people manage it. They are the most used daily consumer good in the world and by this are becoming personal assistants that give users an always-connected and always-on lifestyle - a mobile lifestyle. Users are able to do everything from everywhere at any time with it: from doing business, communicating or playing interactive games to shopping. The increasing number of mobile devices and by this the anywhere accessibility of the Internet have an impact on the consumers' behavior in stationary stores. Customers do price checks with their smartphone, watching product videos or reading product reviews in the store and more often buy the desired product elsewhere. Retailers face the challenge of understanding how customers interact with their mobiles while shopping and take advantage of any opportunities to increase customer conversion and gain loyal customers (comscore, 2012). Customers expect m
Author : Kaji Bahadur Dahal
Publisher : GRIN Verlag
Page : 39 pages
File Size : 43,5 Mb
Release : 2016-05-02
Category : Business & Economics
ISBN : 9783668208339
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.
Author : E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran
Publisher : Archers & Elevators Publishing House
Page : 128 pages
File Size : 45,6 Mb
Release : 2024-06-26
Category : Antiques & Collectibles
ISBN : 9789385640667
Author : Mark Goldstein
Publisher : DIANE Publishing
Page : 22 pages
File Size : 40,8 Mb
Release : 2009-12
Category : Technology & Engineering
ISBN : 9781437918243
The use of wireless phone service in the U.S. has risen dramatically over the last 20 years, with an estimated 270 million subscribers as of Dec. 2008. Concerns have been raised in recent years about the quality of this service, incl. concerns about billing and carriers' contract terms, such as fees charged for terminating service before the end of a contract period. The FCC has flexibility in regulating wireless phone service carriers. FCC's rules include procedures for addressing consumer complaints. This testimony provides preliminary info. on: (1) consumers' current satisfaction with wireless phone service and problems consumers have experienced with this service; and (2) FCC's efforts to assist wireless consumers with complaints. Tables.
Author : Olayiwola Bello
Publisher : Diplomica Verlag
Page : 73 pages
File Size : 45,9 Mb
Release : 2012-11
Category : Business & Economics
ISBN : 9783842884731
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.
Author : Dr. Sanket R. Malviya
Publisher : Ashok Yakkaldevi
Page : 239 pages
File Size : 40,9 Mb
Release : 2022-12-03
Category : Art
ISBN : 9781387455744
On this Earth every creature has its own language and method for communicating with each other. Without Communication nobody can live properly in the society. Communication is a process of exchanging information, ideas, thoughts, feelings and emotions through speech, signals, writing, or behaviour. In communication process, a sender(encoder) encodes a message and then using a medium/channel sends it to the receiver (decoder) who decodes the message and after processing information, sends back appropriate feedback/reply using a medium/channel.
Author : Liébana, Francisco,Kalini?, Zoran,Luna, Iviane Ramos de,Rodríguez-Ardura, Inma
Publisher : IGI Global
Page : 280 pages
File Size : 49,5 Mb
Release : 2019-09-27
Category : Business & Economics
ISBN : 9781799800521
Mobile devices have become an essential item in the daily lives of many people. As with any innovation, mobile services present both opportunities and challenges to current business models. The development of mobile communication coupled with evolving mobile services have completely changed the business landscape and have transformed consumer behavior. It is important to understand the impact that these services have on users’ lives, business, and society. Impact of Mobile Services on Business Development and E-Commerce is a collection of innovative research that focuses on the importance of mobile services in business development and discusses the provision of decentralized services, mobile commerce and marketing, and new models for the delivery of mobile services such as business-to-consumer and peer-to-peer. While highlighting topics including global market, consumer behavior, and customer satisfaction, this book is ideally designed for business managers, executives, marketers, entrepreneurs, financial advisors, consumer behavior analysts, computer engineers, software developers, IT specialists, students, researchers, and business professionals.
Author : Eid, Riyad
Publisher : IGI Global
Page : 427 pages
File Size : 52,5 Mb
Release : 2013-03-31
Category : Business & Economics
ISBN : 9781466636323
Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
Author : Rich Ling
Publisher : Elsevier
Page : 244 pages
File Size : 51,5 Mb
Release : 2004-06-25
Category : Computers
ISBN : 9780080518930
Has the cell phone forever changed the way people communicate? The mobile phone is used for “real time coordination while on the run, adolescents use it to manage their freedom, and teens “text to each other day and night. The mobile phone is more than a simple technical innovation or social fad, more than just an intrusion on polite society. This book, based on world-wide research involving tens of thousands of interviews and contextual observations, looks into the impact of the phone on our daily lives. The mobile phone has fundamentally affected our accessibility, safety and security, coordination of social and business activities, and use of public places. Based on research conducted in dozens of countries, this insightful and entertaining book examines the once unexpected interaction between humans and cell phones, and between humans, period. The compelling discussion and projections about the future of the telephone should give designers everywhere a more informed practice and process, and provide researchers with new ideas to last years. *Rich Ling (an American working in Norway) is a prominent researcher, interviewed in the new technology article in the November 9 issue of the New York Times Magazine. *A particularly "good read", this book will be important to the designers, information designers, social psychologists, and others who will have an impact on the development of the new third generation of mobile telephones. *Carefully and wittily written by a senior research scientist at Telenor, Norway's largest telecommunications company, and developer of the first mobile telephone system that allowed for international roaming.
Author : Marcelo M. Soares,Francesco Rebelo
Publisher : CRC Press
Page : 688 pages
File Size : 49,9 Mb
Release : 2012-07-09
Category : Technology & Engineering
ISBN : 9781439870242
Successful interaction with products, tools, and technologies depends on usable designs, accommodating the needs of potential users and does not require costly training. In this context, Advances in Usability Evaluation Part I discusses emerging concepts, theories, and applications of human factors knowledge focusing on the discovery and understanding of human interaction with products and systems for their improvement. The book covers devices and their interfaces, focusing on optimization of user devices and emphasizing visual and haptic feedback. It then discusses user studies, exploring the limits and capabilities of special populations, particularly the elderly, which can influence the design. It also examines the effect of changes in force and kinematics, physiology, cognitive performance, in the design of consumer products, tools and workplaces. Examining a variety of user-centered evaluation approaches, the concluding chapters details methods for developing products that can improve safety and human performance and at same time, the efficiency of the system. It reports on usability evaluations for different kinds of products and technologies, particularly for cellular phones, earphones, earphone controls, mattresses and pillows, package and professional tools, and service systems. The book provides new methods that enhance performance, expand capabilities, and optimize the fit between people and technology.
Author : Hartini Ahmad ,Mahmoud Allan
Publisher : UUM Press
Page : 96 pages
File Size : 47,5 Mb
Release : 2014-01-01
Category : Business & Economics
ISBN : 9789670474649
This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
Author : Laly Antoney,Prem Jose Vazhacharickal
Publisher : Prem Jose
Page : 128 pages
File Size : 55,8 Mb
Release : 2024-06-26
Category : Reference
ISBN : 9781711053271
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Author : Vellore K. Sunder
Publisher : Xlibris Corporation
Page : 179 pages
File Size : 50,9 Mb
Release : 2011-03-21
Category : Business & Economics
ISBN : 9781456864583
Author : Pousttchi, Key,Wiedemann, Dietmar G.
Publisher : IGI Global
Page : 582 pages
File Size : 53,7 Mb
Release : 2009-11-30
Category : Computers
ISBN : 9781605660752
"This book provides a compelling collection of innovative mobile marketing thoughts and practices"--Provided by publisher.
