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(searched for: doi:10.1109/ecdc.2014.6836764)
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, Y. Soto-Fuentes, V. A. Valderrama-Palma
Published: 19 February 2020
Journal of Promotion Management, Volume 26, pp 615-633; doi:10.1080/10496491.2020.1729312

Çağatan TAŞKIN, Ezgi Sürmeli
International Journal of Social Inquiry; doi:10.37093/ijsi.659066

Abstract:
Spor ayakkabısı sektöründe markalar arası yoğun bir rekabet yaşanmaktadır. Özellikle genç kuşaktan oluşan pazarın hâkimi olmak isteyen köklü ve yeni markalar rekabet etmektedir. Adidas ve Nike gibi köklü markaların oluşturduğu pazara daha sonradan yeni markalar girmiştir. Bunlar arasında en fazla tercih edilen marka New Balance markasıdır. Dolayısıyla bütün markalar için rekabetçi avantaj elde ederek gerek payını koruma gerekse de arttırma temel amaçtır. Bu çalışmanın amacı Adidas, Nike ve New Balance spor ayakkabı markalarını tercih eden tüketicilerin, marka bağlılığı öncülleri arasındaki ilişkileri tespit etmek ve elde edilen sonuçlara göre spor ayakkabısı sektöründe faaliyet gösteren işletmelere strateji önerilerinde bulunmaktır. Araştırmanın evrenini, Bursa il merkezinde ikamet eden ve spor ayakkabısı kullanan nihai tüketiciler oluşturmaktadır. Araştırmanın verileri 2018 yılı Mart ile Eylül ayları arasında toplanmıştır. Araştırma verilerinin toplanmasında kolayda örnekleme yöntemi kullanılmıştır. Analize uygun toplam 377 adet anket verisi elde edilmiştir. Araştırmanın ölçeği Karjaluoto vd.(2016), Ünal ve Aydın(2013) ve Taşkın(2014) çalışmalarından uyarlanmıştır. Araştırmadan elde edilen bulgulara göre; New Balance markasının tüketicide yarattığı imaj ve güvenin, diğer markalara göre tüketici marka sevgisi daha fazla etkilediği belirlenmiştir. Ağızdan ağıza iletişim ve marka sevgisinin marka bağlılığına etkileri marka tercihleri bazında incelendiğinde; ağızdan ağıza iletişim ve marka sevgisinin New Balance markası için marka bağlılığını diğer markalara göre daha fazla etkilediği bulunmuştur.
Amira Trabelsi-Zoghlami, ,
Total Quality Management & Business Excellence, Volume 31, pp 1639-1668; doi:10.1080/14783363.2018.1492874

Abstract:
In the present research, authors try to understand how customers evaluate mobile service quality (MSQ) in the context of mobile banking (MB) applications. Consequences such as e-trust, e-satisfaction, e-loyalty and e-word-of-mouth (WOM) were explored. Responses from 337 users of Tunisian MB applications were examined using structural equation modelling. The research points out the moderating role of customers’ age and gender in the relationship between some dimensions of MSQ and e-trust. These characteristics were used to define customers’ expectations depending on the most important MSQ components that affect their level of e-trust. E-trust seems to determine customers’ e-satisfaction. E-trust and e-loyalty affect separately e-loyalty, which has an impact on e-WOM.
, , Y. Soto-Fuentes, V. A. Valderrama-Palma
Technology Analysis & Strategic Management, Volume 29, pp 1015-1032; doi:10.1080/09537325.2016.1262021

Abstract:
This study presents an empirical research which main purpose is to determine the variables with drive loyalty of mobile banking users, to segment consumers and to explain the causes. A self-administered online survey was used to collect data later assessed through partial least squares analysis. The partial least squares-prediction-oriented segmentation methodology evidenced unobserved heterogeneity. Also, the most significant variables within each segment were revealed through an importance-performance map analysis. This general model shows that the current banking usage and satisfaction have a positive impact on customer loyalty. Three different segments were obtained according to banking usage, ease of use and utility variables. Satisfaction turned out critical in all cases. Research was conducted in only one country (Chile). Thus, limited in size but large enough for the PLS analysis. The conclusions and managerial implications provide alternatives and strategies for banking entities so they will need to approach satisfaction measurement and enhancement systems alongside discriminatory variables to increase trust, utility and ease of use in every segment. As of today, customer segmentation in mobile banking was based on a priori partitions. This new approach does not depend on sample distribution, it rather determines unobserved heterogeneity. In addition, this research also evaluates current mobile banking usage.
Published: 21 January 2016
Managing the Asian Century pp 35-51; doi:10.1007/978-981-10-0087-4_3

Abstract:
Customer loyalty has become one of the primary goals of hospitality business. Since customer-based communication channels provide important strategic marketing management tools, hospitality business use electronic word-of-mouth (e-WOM) as a tool to achieve customer loyalty. Analysing the customer loyalty data online has enabled businesses to measure the antecedents of e-loyalty, namely perceived value, e-satisfaction, and trust. This study examines e-loyalty or reward programs in the framework of these concepts for hospitality business. To create effective e-loyalty programs, it is necessary to pay attention on the basic dimensions, such as customized quality, perceived value, satisfaction, trust, etc. These dimensions and the effectiveness of hotel examples are evaluated for the purposes of this study.
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