CUSTOMER PERCEPTION

In India, the increasing awareness with respect to the quality of critical services, as that in hospitals, have paved way for the improvement in the quality of these services. These factors further lead to the healthcare facilities being chosen by different patients. The patients’ opinion and voice if implemented would give a competitive advantage and notch up the service quality on the whole. In many countries, the general perception is that the service quality is better in private hospitals, than in public hospitals. This paper aims to find the perceptions and behavioral intentions of customers towards public and private hospitals based on the quality of services rendered during their experiences. Therefore, this study is patient centered, both outpatients and inpatients to get a complete perspective on their perceptions. It considers different geographical areas in India, which is a developing country with advancements in the health sector at a fast pace. Upon conducting the field survey through a questionnaire, scores on different dimensions of evaluation of service quality was obtained to draw inferences. With the aid of Multiple Linear Regression, dependencies on various significant levels for different dimensions was obtained. These relationships helped in the understanding of factors influencing the customer satisfaction maximum, thereby being the ones majorly deciding the service quality of the hospitals.

In India General Insurance or Non-life insurance market is one of the emerging, dynamic and rapidly growing sector existing for protecting the personal and social security needs of people.  During 2017-18 General Insurance sector has seventeen percent rise in gross written premiums compared to the previous year.  General insurance sector has a pivotal role in the socio economic development of every nation but it is seen that in rural area the coverage of general insurance is not much flourished and neglected from all its benefits because of the low coverage. To maintain the social security in the rural area IRDA has timely intervention and as a result of the same various innovative and attractive measures in the form of various products affordable to the lower socio economic strata of the society. This study is based on primary data pertaining to the  quality of the services of general insurance in the rural areas of Northern Kerala, a small state in India.  Data collected from eighty randomly selected respondents through a questionnaire and methodological framing has also done in an appropriate manner. The main objective of this study is to examine whether the insurers potentially utilise the opportunities of the rural market in order to fill the gap o protecting the social security needs of the rural people.

Retailing is the most active and attractive sector of last decade while the retailing industry itself has been present since ages in our country it is only the recent post that it has witnessed so much dynamism the emergence of retailing in India has more to do with the increased premising power of buyers especially post liberalization increases in product verity and increase in economics of scale of with the help of modern supply and distributions solution Indian retailing today is at an interesting crossroads the retail sales are at the highest point in history and technologies are improving retail productivity. This study critically examines the existing domains, conceptualizations and operationalizations of the salesperson's customer orientation constructs present in the literature. The widely used Salesperson orientation-Customer orientation (SOCO) construct is examined in detail, and several inconsistencies were found. However, the role played by salesperson relational and task behaviours in buyer-seller relationships, which consider the importance of the purchase, has received limited attention from an empirical research perspective. This study investigates customer perceptions of salesperson relational and task behaviours and how they impact customer purchase of relationship loyalty with the supplier under different levels of purchase importance. The results indicate that customer perceptions of relationship loyalty are linked to relationship and task behaviour, but it appears that purchase importance has limited or no effect.

E-commerce was steadily gaining momentum in India since late 2011 and early 2012 and online grocery and staples segment had started to grow since 2015 in India. Attitude and perception towards shopping online groceries was to certain segment of consumers clearly a matter of convenience and along with that few more parameters were there that are product availability, product quality/freshness and delivery on time and on that date as per consumer’s choice, offers and overall shopping experience. But for few, post 2017 year, there has been a shift in the way consumers behaviour which directly affected the e-commerce grocery industry and there was a demand which was observed to a greater extent. Online grocery industry also came with certain parameters for the convenience of the customers to shift to online grocery shopping and build a trust like “Cash on Delivery (COD)”, “Return without any question asked”, etc which emphasized more on quality and freshness part and the trust. There have been a lot of consumers coming and buying and there has already been a major shift which has been seen in the online grocery segment whether it is FMCG or F&V post 2016 and quiet a lot will happen in years to come

The usage of the internet-based technologies, particularly social networking sites such as Facebook and Twitter as business platforms can be a critical strategy in enhancing an online retail outlet's reach and operational efficiency. This study employs a qualitative study with 20 in-depth interviews to explore the factors/strategies that influence students' acceptance of e-shopping. The objectives of the study were to examine students' perceptions of e-shopping via the social media fan pages of Konga and Jumia online stores and their perceptions about the difference in the influence of the online marketing strategies on acceptance of e-shopping between Konga and Jumia online stores. The results highlight students' perceptions of e-shopping via the social pages and they find e-shopping experience very interesting and fun. The most important motivating factor which influenced the online shopping in Konga and Jumia online stores are the marketing strategies that companies use and convenience followed by time saving and price for consumers.

Reference to this paper should be made as follows: Komodromos, M., Papaioannou, T. and Adamu, M.A. (2018) 'Influence of online retailers' social media marketing strategies on students' perceptions towards e-shopping: a qualitative study', Int.

Competition is supposed to bring about efficiency in the quality of service in an economy. In spite of the establishment of several telecommunication industries in Ghana, the quality of service has been questionable and woefully inadequate. This paper seeks to investigate customer perception of service quality. Therefore, the study was basically a survey based on the use of questionnaire to elite the opinions, attitudes and behaviors of respondents. Descriptive statistic was the main framework used for analyzing the data. The results indicate that customers scribe premium to wider coverage, clarity of calls and affordability of call cards as their expectation of service quality. The findings further revealed that much as customer satisfaction was expected to be a determinant of customer, the results showed otherwise. It can thus be concluded that service quality can translate into customer satisfaction but cannot translate into customer loyalty through customer satisfaction. Keyword...

Trust, security, and privacy have been factors in many studies, were tested, and do significantly affect the adoption of virtual banking. However, studies with regards to customer perceive trust in relation to virtual banking adoption in Malaysia is limited. Due to low customers' adoption of the internet and mobile banking in Malaysia, this study was conducted to evaluate customers' perception of trusting internet and data security in adopting virtual banking. In this study, 402 samples were collected from local and foreign bank customers and were analyzed using SPSS and AMOS. Sample selection was based on convenience sampling technique, and quantitative method has been applied to evaluate the study objectives. Through the descriptive analysis and research findings, it has been evaluated that that customer perception on Privacy (Pr) does not significantly and positively influence virtual banking adoption in Malaysia.  And, the analysis in this study has also proven the hypothesis on Privacy (Pr) to be not valid. However, Privacy (Pr) is found significantly important in many studies. Further analysis showed weak agreement on customers perception with regards to their privacy protection in its' virtual banking platform. However, various study previous conducted have proven Privacy (Pr) to be significant in influencing adoption of virtual banking services. Therefore, perhaps Malaysian local banks should also focus on improving its' virtual banking strategy with regards to Privacy (Pr). The results obtained in this study are limited to questionnaires distributed within the Klang Valley. Future researchers may expand its boundary by taking a diverse sample and including qualitative approach.

Purpose The main aim of this paper is to measure customers’ perception of car Ijarah financing transactions services provided by the Islamic banks and financial institutions in Pakistan. Design/methodology/approach The paper uses two research methodologies: Kruskal–Wallis and Mann–Whitney test (non-parametric) and logit regression model (parametric). Both methods are then applied to a real data set of 300 respondents from various cities of Pakistan in the car Ijarah financing industry. The demographic effects are also investigated to see the perception about the degree of Shari’ah compliance and the quality of service of transaction offered by banks. Findings Main finds of the paper reveal that the customers who used the car Ijarah facility from Islamic banks have positive attitude toward this sort of transaction. In addition, gender, income, marital status affect the perception about the quality of Shari’ah compliance, and the quality of service of transaction issues are very impor...

E-commerce was steadily gaining momentum in India since late 2011 and early 2012 and online grocery and staples segment had started to grow since 2015 in India. Attitude and perception towards shopping online groceries was to certain segment of consumers clearly a matter of convenience and along with that few more parameters were there that are product availability, product quality/freshness and delivery on time and on that date as per consumer's choice, offers and overall shopping experience. But for few, post 2017 year, there has been a shift in the way consumers behaviour which directly affected the e-commerce grocery industry and there was a demand which was observed to a greater extent. Online grocery industry also came with certain parameters for the convenience of the customers to shift to online grocery shopping and build a trust like "Cash on Delivery (COD)", "Return without any question asked", etc which emphasized more on quality and freshness part and the trust. There have been a lot of consumers coming and buying and there has already been a major shift which has been seen in the online grocery segment whether it is FMCG or F&V post 2016 and quiet a lot will happen in years to come.

This research is an attempt to identify the customer perception on San Francisco Coffee in KL Gateway Mall. Customer’s assumptions on their preferred shop are very important because it could affect their loyalty towards the shop as well as its survival in the market. This paper surveys the customers’ perception of San Francisco Coffee in Kl Gateway Mall using a structured questionnaire. There are two sections of this study: Section A involve the demographic information, while Section B focus on the independent variables. A total of 100 self-administered survey questionnaires was distributed for thie present study and the same amount was expected to be collected back. There are four variables included in the questionnaire to determine the customer’s perception towards the coffee shop: (i) price, (ii) service quality, (iii) brand image, and (iv) cleanliness. Furthermore, five Likert-scale were employed to analyse the data needed for the present study. Additionally, the study consist o...

This research is an attempt to identify the customer perception on San Francisco Coffee in KL Gateway Mall. Customer's assumptions on their preferred shop are very important because it could affect their loyalty towards the shop as well as its survival in the market. This paper surveys the customers' perception of San Francisco Coffee in Kl Gateway Mall using a structured questionnaire. There are two sections of this study: Section A involve the demographic information, while Section B focus on the independent variables. A total of 100 self-administered survey questionnaires was distributed for thie present study and the same amount was expected to be collected back. There are four variables included in the questionnaire to determine the customer's perception towards the coffee shop: (i) price, (ii) service quality, (iii) brand image, and (iv) cleanliness. Furthermore, five Likert-scale were employed to analyse the data needed for the present study. Additionally, the stu...

E-commerce was steadily gaining momentum in India since late 2011 and early 2012 and online grocery and staples segment had started to grow since 2015 in India. Attitude and perception towards shopping online groceries was to certain segment of consumers clearly a matter of convenience and along with that few more parameters were there that are product availability, product quality/freshness and delivery on time and on that date as per consumer’s choice, offers and overall shopping experience. But for few, post 2017 year, there has been a shift in the way consumers behaviour which directly affected the e-commerce grocery industry and there was a demand which was observed to a greater extent. Online grocery industry also came with certain parameters for the convenience of the customers to shift to online grocery shopping and build a trust like “Cash on Delivery (COD)”, “Return without any question asked”, etc which emphasized more on quality and freshness part and the trust. There have been a lot of consumers coming and buying and there has already been a major shift which has been seen in the online grocery segment whether it is FMCG or F&V post 2016 and quiet a lot will happen in years to come.

In recent years the online environment is viewed by users from a new perspective, in a commercial way. Its development and the emergence of online stores have turned users into consumers. The globalization of competition and development of information technology have enhanced customer awareness and created a situation where people prefer shopping online, as online shopping provides quality products as well as saves time. In this paper we try to see the drastic change that has been foreseen in the field of e-shopping and the customer's perception towards e-shopping.

Global warming is a big concern of the present era where the whole world is working towards finding ways to be environment friendly and bringing solutions for the same. All the sectors are trying to work with their go green tactics and being environmentally friendly. Even the two-wheeler sector is trying to help the environment with the innovation of electric two-wheelers and avoiding fuel which can cause higher pollution and harm to the environment. The concept of electric two-wheelers is unique and helpful for the environment but at a very early stage in the market. The adoption and acceptance of the idea by customers are essential for success. The purpose of this paper is to investigate customer perception and awareness towards environment-friendly electric two-wheelers in Indian Market. It is extremely important in the view of marketers of the electric two-wheelers manufacturer to create awareness among customers about the importance of saving the environment and why paying extra at the time of purchase can give long term benefits to them as well as society. This paper discusses the awareness and perception of potential customers for electric two-wheelers in India. The data is collected from two-wheeler owners and they are asked about their expectations, awareness, and perception about electric vehicles. Results suggest that customers perceived electric two-wheelers as a costlier and less efficient option against fuel-based two-wheelers. They are also skeptical about the performance and longevity of the product. Based on the result it is suggested that the marketers should educate customers about benefits and, long term cost efficiency and profit of the product.

The mobile handsets industry in India is one of the fastest growing and competitive industries in India. Increasing competition in the mobile handsets industry has put pressure on mobile handset companies to absorb customers and empower consumers. As more and more advances are made in the technology of mobile phones, other high ranking users are seen in the eyes of others. Many people in this world believe that their mobile phones seem to be a fashion statement. It says something about the owner, like the owner's clothes. Advertising has a primary and powerful effect on consumers' purchasing behavior. With the growth of the mobile handsets industry in India, the need for effective advertising has increased. The main objective of this study is to examine the effect of advertising on consumer purchasing behavior and the effect of prices, features, quality and brand name on consumer purchasing behavior. A structured questionnaire has been designed and used to collect data. For this research, the researcher chosen the simple random sampling, where the respondents were potential consumers located in Ahmedabad.

Internet banking is a form of self service technology. The numbers of Internet users have increased dramatically, but most of them are reluctant to provide sensitive personal information to websites because they do not trust e-commerce security. This paper investigates the factors influencing of e-services on senior citizens buying behaviour and also indicates level of concern regarding security and privacy issues in Indian context. Primary data was collected from 200 respondents, above the age of 60, through a structured questionnaire. were used to know trend of internet use and factors affecting e-banking services among senior citizen customer in Bangalore, India. The finding depicts many factors like security & privacy, trust, innovativeness, familiarity, awareness level increase the acceptance of e-banking services among Indian customers. The finding shows that in spite of their security and privacy concern, senior citizen customers are willing to adopt online banking if banks provide him necessary guidance. Based on the results of current study, Bank's managers would segment the market on the basis of age group and take their opinion and will provide them necessary guidance regarding use of online banking.

This paper is derived from a larger scale project investigating consumer attitudes towards Tata Nano. It presents focus group results on consumer perceptions, attitudes and behavior in relation to preferring and purchasing the Nano. The paper studies the primary data of 150 respondents across NCR (National Capital Region). To explore the customers’ perception of Nano, analysis is done on various variables like price, style, attributes, availability, and factors affecting the Indian customers. A study of the performance of the retailers is also done for fastest sales conversion. Factor analysis and cross tabulation were employed to the dataset. It was found that the three major factors that influence the decision of purchasing the car are price, fuel efficiency and performance of the car. The study also revealed that majority of the respondents like the car because of its style and the reasonable price. It was also found that 70 percent Nano customers already had a car. With the incr...

In today’s market, firms expect customers to not only consume their offerings, but also to market these offerings indirectly through different engagement behaviors. This study is conducted to examine factors that may drive customers to engage with restaurants. The research builds on the theory of engagement and relationship marketing literature to propose that customer perceived value (CPV) and relationship quality (RQ) are antecedents of CE. In addition, a mediated relationship between CPV and CE through RQ is examined to better understand the effects of CPV on CE. Customer value consciousness (CVC) is incorporated into the model as a boundary condition of the hypothesized positive impacts of CPV on CE and RQ. Findings demonstrate support to the relationships hypothesized. Further, the study develops the ‘value get, value’ framework to extend research on customer relationship and engagement. Findings are discussed in detail with implications for theory and practice.

In the highly competitive business environment, the restaurant industry critically strives to maintain their services particularly to customer's evaluation, changes in customer preferences and rapid of fast food and international restaurant that make business in Malaysia. As a local entrepreneur of the restaurant, they need several strategies to innovate their services to tackle their customer in highly competitive and make an improvement to another level standing with the international restaurant. Thus, a descriptive study was conducted to explore the perception of the customer towards several elements of innovation which are healthier food, modification of menu items, increase in food service options, technology advancement, environment sustainability, inclination towards global cuisines apply to one of the selected local restaurants. The survey was distributed to 235 of customers who walked into the restaurant and the finding revealed that healthier food, modification of menu items, food service options, technology advancement, environment sustainability inclination towards global cuisines and focus on customer of new generations are highly demand by the customers. The finding of this study also implies the effective practices that will be used in order to make an improvement, being creative and innovative of the restaurant product and services for the future.

This paper aims to examine the association between the perception of business school students and their adoption of e-banking services. This study integrates Technology Acceptance Model (TAM) and perceived risk to explain the adoption of e-banking. The study measures customer perception towards the adoption of e-banking services in terms of a) perceived usefulness, b) ease of use and c) perceived risks. Based on descriptive and causal research designs, the study made use of primary data collected through a structured questionnaire surveyed successfully on 159 business school students. By using descriptive statistics, t-test, correlation and regression, the study discovered that customer perception of usefulness, ease of use and risks have impacted on the adoption and use of e-banking services. Among the three perception variables measured, perceived usefulness made the strongest influence on business students’ adoption of e-banking in Kathmandu. The study findings should prove instr...

Customer perception is considered to have an integral influence upon
restaurant selection as it is highly important to analyze the preferences of the customers. On the other hand, the Korean food is being accepted in different nations across the world because the younger generations tend to follow the pop culture of Korea which is a powerhouse of Korean media. The Korean restaurants are found to be gaining highly competitive advantage in Malaysia over the other ethnic restaurants. This is due to the customer positive perception regarding the Korean food and its culture. In this research, the focus is upon the identification of the influence of customer perception of selecting a Korean Restaurant in Malaysia. The research is conducted under the view of other scholars and their research as well as published studies. The theory of planned behavior is analyzed in this research along with assessing the customer
perception and its influence.

The objectives of this research were to assess consumer conceptualizations and understandings; simply saying perceptions of the customer, especially BATA and APEX; two renowned footwear companies of Bangladesh. To understand the customer perception, we build a set of questions based on some criterion like price, size, durability, design etc. The paper particularly focused on factors that influence customer beliefs, such as belonging to a sudden price increase of preferred brands, preferences and trust in information sources, the impact of the aesthetic design of footwear, and willingness to pay for additional benefits. It also aimed to segment customers through their age, gender, occupation, monthly income, preferred brand to find out consumer perceptions of BATA and APEX.

Additionally, this paper explored how BATA and APEX are reported in the media and outreach material. We collected data based on the responses from a large amount of respondents from Social Media like Facebook and LinkedIn and then analyze the implicit and explicit messages carried in these information sources, characteristic words and phrases strongly linked to negative and positive beliefs, and the intensity of celebrity endorsement. This term paper aimed to measure the effect of these messages on customer perceptions and attitudes. Moreover, a major goal of this project was to make comparisons between BATA and APEX on all of the issues addressed.

Abstract: Online Food Applications such as Food Panda and Grab Food have become some of the most downloaded applications in the Philippines. They are well known for the convenience they offer and their user-friendly system. The researchers aim to determine the demographic study of customer preference in using online food applications. The study is qualitative and used snowball sampling and online food application users. The researchers have interviewed 20 participants; the results show that participants ages 19-22 years old use online food applications because of their convenience and accessibility. Also, most of them agreed that discounts affect customers' decision-making in ordering. The results indicate that online food applications have increased due to the pandemic compared to the variables used in the analysis. The most critical aspect that has a significant effect on online food applications is convenience and restaurant choice.
Keywords: Online Food Applications, Customer Perception, Customer Preference.
Title: DEMOGRAPHIC ANALYSIS OF CUSTOMER PREFERENCE IN USING ONLINE FOOD APPLICATIONS
Author: Lynn Jasmine M. Tatoy, Jome Kenneth S. Senier, John Carlou B. Segura, Mr. Mario Luis Jamoralin
Journal name: International Journal of Management and Commerce Innovations 
ISSN: 2348-7585 (Online)
Research Publish Journals
www.researchpublish.com
Published on Date: 01-April-2022
Vol. 10, Issue 1, page: (1-18), Month: April 2022 - September 2022, Available at: www.researchpublish.com
Full paper link:
https://www.researchpublish.com/papers/demographic-analysis-of-customer-preference-in-using-online-food-applications

Providing quality food and beverage services has become one of the critical issues in the tourism industry and several studies have been paying attention to it. On the other hand, there seems to be a paucity of data on service quality Jordanian hotels, making it difficult to fashion an appropriate management intervention. Also, there has been insufficient attempt to relate customers' perceptions of service quality to their socio-demographic characteristics as well as the characteristics of organizations delivering the service. This study, therefore, analyzes customers' perceptions of service quality in the food and beverage service department in Jordanian hotels, an essential requirement for customers in Jordan.

The automobile industry today is the most lucrative industry. Due to increase in disposable income in both rural and urban sector and availability of easy finance are the main drivers of high volume car segments. Further competition is heating up with host of new players coming in and global brands like Porsche, Bentley, and Ferrari all set to venture in Indian market. This research will be helpful for the existing and new entrant car manufacturing companies in India to find out the customer expectations and their market offerings. Indian Automobile car business is influenced by the presence of many national and multinational manufacturers. This paper presents analysis of research in the area of Consumer Behavior of Automobile Car Customer. Proper understanding of consumer buying behavior will help the marketer to succeed in the market. All segments in Indian Car industry were studied and found that buyer has different priority of behaviors in each segment, where as main driver for ...

The preference of a consumer to purchase a product of a specific brand is called as the brand loyalty. The feeling of brand loyalty arises in the minds of consumers only if they perceive that the brand they have selected offers them the right quality, right price and features as specified. The perception as mentioned makes the consumers to make repeated purchase and as a result, it leads to loyalty. The perception of consumers regarding a brand product greatly affects their purchase behavior and consequent brand loyalty. This present literature exhibits the influence of consumer perception on the brand loyalty of a product. The study was conducted among customers of household appliances using the sampling technique of simple random selection. The data collection tool was a questionnaire and analytical part was done by employing regression on the collected data. The total sample size of this study is 100. The findings of the study show that there is positive relationship between customer perception and brand loyalty

It is a well-known fact that the purchase behavior of a given consumer is being affected by a number of elements and these elements are supposed to affect the final purchase of the customer. As far as apparel are concerned they are related to the face value of the customer and important for public presence, hence a given customer is more conscious about the same. This present study investigates into the same parameters of customer choice and tries to identify the factors that are responsible for the same. The location of the study is Coimbatore city in Tamil Nadu. This present research is based on primary data and the respective size of the sample is 100 respondents. The method of sampling is convenience sampling and SPSS ver. 22.0 is used for the analysis of collected data. One way ANOVA is used to analyze the variance among the responses of the samples. The respective results of the present study will present a clear vision for the different components that are supposed to affect the behavior of the customer as far as apparel is concerned.

Consumer loyalty and the management of their assumptions are an essential segment to the maintainability of any association. It is contended that these two vital parts are the main highlights that produce client loyalty and wanted maintenance. In the neighborliness industry, lodgings are endeavoring to get enlarged consumer loyalty by focusing on the nature of service they give to visitors. The target of this paper was to analyze the customers' view of service quality and its effect on chose lodging’s notoriety. A subjective examination technique was utilized and information was gathered utilizing top to bottom semi-organized meetings with the two customers and workers as center partners. The discoveries demonstrate that assistance quality affects inn notoriety as helpless help arrangement perpetually prompts negative discussions and terrible exposure concerning the inn. It additionally arose that the customers and specialist coops have pretty much comparable thoughts of what service quality involves. The inn offices have components and systems for meeting and surpassing consumer loyalty and particularly of managing client grumblings and these are significant when one longings hierarchical security.

Employee engagement is a property of the connection between an association and its employees. A "drew in employee" is one who is completely consumed by and energetic about their work thus makes positive move to encourage the association's notoriety and interests. An association with 'high' employee engagement may in this manner be relied upon to beat those with 'low' employee engagement, all else being equivalent.

Abstract-
Consumers are playing an important responsibility in online shopping. When online
retailers can identify the factors that can affect consumers’ buying behaviour and the
associations between these factors and type of online buyers, then they can further widen their
marketing strategies to convert potential customers into active ones and at the same time remain
the loyal customer as one of the asset of the business. The purpose of the paper will focus on
some consumer perception toward buying online decision. It was discovered that overall website
quality, commitment factor, customer service and purchase decision are key factors which
influence consumers’ perceptions, satisfaction and loyalty of online shopping. When customer
unsatisfied with their purchases or increase number of acceptable brand, an individual will
become less loyal and brand switching will be occur.

Keywords: online shopping, online purchase, ele ctronic commerce, customer perception,
customer behaviour, website characteristics, customer satisfaction, brand switching.

Customer Relationship management has become a crucial strategy which is adopted by every organization to improve its business and thus gaining competitive advantage over the rivals. The Indian Aviation is one of the largest growing sectors which laid attention on maintaining profitable relations with its passengers due to tremendous increase in passengers' traffic in the recent years. This paper assesses the effect customer relationship management factors adopted by Aviation sector on loyalty. The study uses seven customer relationship management factors-Customer focus, Responsiveness, Staff assistance, convenience, post-flight services, other relationship maintaining practices and needs of the customer based on the previous review of literature. Various statements related to relationship management practices were asked under each factor. The sample size consisted of 300 passengers from different districts of Punjab and Union Territory Chandigarh. Purposive non-probability sampling technique was used to select the target population for the survey. Structural equation modeling was employed to examine the relationship of the Customer Relationship Management factors on loyalty. The findings of the research shows that passengers have overall positive attitude towards Customer Relationship Management practices adopted by airlines and out of seven factors responsiveness, staff assistance, convenience, and other relationship practices factors have significant effect on passengers' loyalty. The research study suggested that airline should adopt appropriate relationship management strategies to develop long lasting relationship with the travelers thus result in loyalty towards the company.

Modern banks are blending all the 7Ps of services marketing in their marketing activities to retain existing customers as well as to attract potential ones. This study has put efforts to investigate the impact of service marketing mixes on customer perception towards modern banking in Bangladesh. Target population of the study was the customers of Eastern Bank Limited, Khulna branch. Sample size was 315 and convenience sampling method was applied to collect data from the respondents with a structured questionnaire. 5 point Liket scale was used to develop the survey questionnaire. Multiple regression statistics was used to identify the relationship between the elements of services marketing mixes and customer perception. The result shows that price, promotion, people and physical evidence were found to be statistically significant with customer perception. Therefore, price, promotion, people and physical evidence have positive impact on perception of the customers of Eastern Bank Limited, Khulna. Whereas, product, place and process were found having no significant impact on customer perception.

In spite of the huge increase in internet usage in Kenya over the past years, the usage of online retailing services in Kenya is still very low, thereby posing an existential threat to the service providers. To induce more initial users to continue using these services, there is need to establish what affects their continued usage. Individual factors, in particular customer perceptions, have been shown by both the information systems (IS) as well as the marketing fields to have significant effect on sustained use of online retailing services. This study therefore sought to establish the effect of customer perceptions on the usage of online retailing services in Nairobi County, Kenya. Its objectives were to establish whether there is a relationship between perceived attributes and usage of online retailing services, to determine whether there is a relationship between perceived risk and usage of online retailing services, to analyse whether there is a relationship between perceived value and usage of online retailing services, to evaluate whether customer satisfaction has a mediating effect on the relationship between customer perceptions and usage of online retailing services and to establish whether customer demographics have a moderating effect on the relationship between customer perceptions and usage of online retailing services. The study employed a descriptive, cross-sectional, survey design and explanatory design. The target population was 6 online retailing firms and the respondents for this study were the 18,147 registered users of these six online retailing firms in Nairobi County, Kenya. A sample of 391 respondents was selected using multi-stage sampling methods including purposive, stratified and simple random sampling. Primary data was collected using a self-administered structured questionnaire and an interview guide, while secondary data was collected through document review. Questionnaire responses were analyzed using descriptive and inferential statistics which involved both linear and logistic regression analysis. Figures and tables were used to present the data. Data from key informant interviews was analyzed using content analysis technique to complement the quantitative data. The results showed that consumer perceptions have a significant effect on the usage of online retailing services. The study also found that customer satisfaction does have a mediating effect on the customer perception – usage relationship. Furthermore, the research established that demographic factors do not have a significant moderating effect on the customer perception - usage relationship. The findings of this study underscore the importance of customer perceptions and customer satisfaction in enhancing the likelihood of success of online retailing services. Consequently, the study recommends that online retailers should enhance service features/attributes as a way of ensuring success of their services by taking into consideration customer-specific needs by personalizing the website to make it more useful, compatible with customer requirements and easy to use for users. In addition, online retailing service providers need to build trust amongst their users regarding online purchasing. Further, online retailers should design and deliver a unique value proposition that has both functional as well as hedonistic appeals. Online retailers should also have an effective customer satisfaction strategy for purposes of customer retention. Moreover, it is imperative for online retailing firms to have a good understanding of their target customers, since this will not only help in determining the appropriate customer engagement strategies but also how to enhance the long-term usage of their services. On the government‘s part, the study recommends the tackling the barriers to online shopping usage primarily through legislation. Since usage also hinges on trust, the government could license a suitable entity to oversee online consumer protection to address users‘ concerns.

Green banking is new concept in the financial sector from last two decades. As banking transactions involve more paper on daily basis it is the conscientiousness of banking sector to induce the general public to move from traditional practices to green banking practices. More than government, banks dictate the public in a growing economy like India. It is considered easy to persuade the general public to practice eco-friendly living through the banking sector. Hence the present study intends to find the performance of nationalized public sector banks using green banking concept as a yard stick. Bank customers are selected as the respondents for the survey. Major focus of the study is on the implementation part of green banking practices in the selected public sector banks. To have maximin approach, the creamy layer of public sector banks is mulled over in this study to access the public sector banks' performance with respect to installation of green banking initiatives.

PurposeThe aim of the study is to assess the service quality perception of customers of luxury hotels, New Delhi in India and to help the hotel management identify areas that need attention to meet and exceed customer expectations.Design/methodology/approachThe study uses a survey and interview technique to accumulate information for analysis using SPSS version 12 and was conducted at different four‐ and five‐star hotels in New Delhi involving hotel guests agreeing to participate. A usable sample of 271 participants resulted with a large majority being male.FindingsThe importance‐performance analysis shows that, for responses relating to front office, room service and in‐house café/restaurant, the importance score is statistically significant to and higher than the performance rating. Overall, the results indicate significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications.Research limitations/implicationsThe current st...

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