Abstract: Customer relationship analysis is vital for retail stores, especially for supermarkets. The point of sale (POS) systems make it possible to record the daily purchasing behaviors of customers as an identification point of sale (ID-POS) database, which can be used to analyze customer behaviors of a supermarket. The customer value is an indicator based on ID-POS database for detecting the customer loyalty of a store. In general, there are many supermarkets in a city, and other nearby competitor supermarkets significantly affect the customer value of customers of a supermarket. However, it is impossible to get detailed ID-POS databases of competitor supermarkets. This study firstly focused on the customer value and distance between a customer's home and supermarkets in a city, and then constructed the models based on logistic regression analysis to analyze correlations between distance and purchasing behaviors only from a POS database of a supermarket chain. During the modeling process, there are three primary problems existed, including the incomparable problem of customer values, the multicollinearity problem among customer value and distance data, and the number of valid partial regression coefficients. The improved customer value, Huff’s gravity model, and inverse attractiveness frequency are considered to solve these problems. This paper presents three types of models based on these three methods for loyal customer classification and competitors’ influence analysis. In numerical experiments, all types of models are useful for loyal customer classification. The type of model, including all three methods, is the most superior one for evaluating the influence of the other nearby supermarkets on customers' purchasing of a supermarket chain from the viewpoint of valid partial regression coefficients and accuracy.
Abstract: The globalization of football especially among youth over the decade is uprising. Nigeria youth displaying football jerseys at every opportunity is an acceptance of football globalization. The Love for English Premier League (EPL) football jersey is very strong among Nigeria fans. Football club jerseys of the EPL are a common sports product among fans in Nigeria. This study investigates the contribution of football club jerseys towards EPL fans’ loyalty in Nigeria. Descriptive survey research design was used for the study. The population consists of EPL fans in Nigeria. Simple random sampling technique (fish bowl without replacement) was used to select two states from the six geo-political zones. Purposive sampling technique was used to pick eight viewing centres while accidental sampling technique was used to pick five vendor stands from each State. An average of 250 respondents was selected from each state. A total of 3,200 respondents participated in the research. Two research instruments were used. A self-developed structured questionnaire on Football Jersey Scale (FJS): The instrument consists of 10 items. Fans Loyalty Scale (FLS): The instrument was modified from the psychological commitment to team (PCT) scale, and consists of 20 items. The Cronbach’s Alpha reliability coefficient of 0.72 and 0.75 was obtained, respectively. The hypothesis was tested at 0.05 significant levels. Data were analysed using frequency, percentages count, pie chart and multiple regressions. The result showed that the b-value of football club jersey is 0.148 also the standard regression coefficient (Beta) is 0.089. The t = 4.759 is statistically significant at p = 0.000. This signified a relative contribution of football club jersey on EPL fans loyalty in Nigeria. Club jersey, which is the most outstanding identifier of every club, was found to significantly predict loyalty. The jersey on the body of the fan has become the site for a declaration of loyalty which becomes available for social interaction and negotiation. The Nigerian local league clubs in an attempt to keep Nigerian fans loyal must borrow a leaf from their European counterparts.
Abstract: As the world is progressing, the needs and demands of the consumer market are also changing. Nowadays the trends of consumer purchase decisions are dependent upon multiple factors. This study aims to identify the influential impact of country of origin over the perception and devotion towards daily personal care products specifically in reference to the knowledge and awareness regarding that particular brand in Pakistan. To corroborate this study, a 30-item brand origin questionnaire has been used with 300 purchase decision makers belonging to different age groups. To illustrate this study, a model has been developed based on brand origin, brand awareness and brand loyalty. Correlation and regression analysis have been used to find out the results which conclude the findings on the perspective of Pakistan’s consumer market as that brand origin has a direct relationship with brand loyalty provided that the consumer has a positive brand awareness. Support for the fact that brand origin impacts brand loyalty through brand awareness has been presented in this study.
Abstract: E-commerce is a business model that allows companies to optimize the processes of buying, selling, transferring goods and exchanging services through computer networks or the Internet. In Peru, the electronic commerce is used infrequently. This situation is due, in part to the fact that there is no model that allows companies to implement an e-commerce solution, which means that most SMEs do not have adequate knowledge to adapt to electronic commerce. In this work, a reference model is proposed for the implementation of an e-commerce solution in Peruvian SMEs in the retail sector. It consists of five phases: Business Analysis, Business Modeling, Implementation, Post Implementation and Results. The present model was validated in a SME of the Peruvian retail sector through the implementation of an electronic commerce platform, through which the company increased its sales through the delivery channel by 10% in the first month of deployment. This result showed that the model is easy to implement, is economical and agile. In addition, it allowed the company to increase its business offer, adapt to e-commerce and improve customer loyalty.
Abstract: The research examines the factors that affect customer churn (CC) in the Jordanian telecom industry. A total of 700 surveys were distributed. Cluster analysis revealed three main clusters. Results showed that CC and customer satisfaction (CS) were the key determinants in forming the three clusters. In two clusters, the center values of CC were high, indicating that the customers were loyal and SC was expensive and time- and energy-consuming. Still, the mobile service provider (MSP) should enhance its communication (COM), and value added services (VASs), as well as customer complaint management systems (CCMS). Finally, for the third cluster the center of the CC indicates a poor level of loyalty, which facilitates customers churn to another MSP. The results of this study provide valuable feedback for MSP decision makers regarding approaches to improving their performance and reducing CC.
Abstract: The purpose of this research was to study customer relationship management on social media affecting brand loyalty of Siam Commercial Bank in Bangkok. The statistics used in data analysis were frequency, mean, standard deviation, and Pearson’s correlation coefficient based on social science statistic program. The result of the study found that the majority of the respondents were female, 37–47 years old of age, bachelor degree of education and monthly income between 10,001 and 15,000 Baht. In addition, customer relationship management in the overall and by each aspect of formulating, maintaining, and extending the customer relationship had a high score. Furthermore, the result of hypothesis testing showed that the difference of the customer’s age, education, occupation, average monthly income had the difference in brand loyalty with the statistical significance level of 0.05 and customer relationship management had related with brand loyalty in the same direction with the low level of statistical significance 0.05.
Abstract: This study aims to (1) investigate the corporate vision factor influencing Rajabhat University brand building in Thailand and (2) explore influences of brand building upon Rajabhat University stakeholders’ loyalty, and the research method will use mixed methods to conduct qualitative research with the quantitative research. The qualitative will approach by Indebt-interview the executive of Rathanagosin Rajabhat University group for 6 key informants and the quantitative data was collected by questionnaires distributed to stakeholder including instructors, staff, students and parents of the Rathanagosin Rajabhat University group for 400 sampling were selected by multi-stage sampling method. Data was analyzed by Structural Equation Modeling: SEM and also provide the focus group interview for confirming the model. Findings corporate vision had a direct and positive influence on Rajabhat University brand building were showed direct and positive influence on stakeholder’s loyalty and stakeholder’s loyalty was indirectly influenced by corporate vision through Rajabhat University brand building.
Abstract: This paper examines the influence of knowledge management factors on organizational commitment for employees in the oil and gas drilling industry of Iran. We determine what knowledge factors have the greatest impact on the personnel loyalty and commitment to the organization using collected data from a survey of over 300 full-time personnel working in three large companies active in oil and gas drilling industry of Iran. To specify the effect of knowledge factors in the organizational commitment of the personnel in the studied organizations, the Principal Component Analysis (PCA) is used. Findings of our study show that the factors such as knowledge and expertise, in-service training, the knowledge value and the application of individuals’ knowledge in the organization as the factor “learning and perception of personnel from the value of knowledge within the organization” has the greatest impact on the organizational commitment. After this factor, “existence of knowledge and knowledge sharing environment in the organization”; “existence of potential knowledge exchanging in the organization”; and “organizational knowledge level” factors have the most impact on the organizational commitment of personnel, respectively.
Abstract: Fierce competition in smartphone market may encourage users to switch brands when buying a new smartphone. However, many smartphone users continue to use the same brand although other branded smartphones are perceived to be more attractive. The purpose of this study is to identify and analyze the effects of brand loyalty toward incumbent smartphone on new smartphone adoption. For this purpose, a research model including two hypotheses, the positive effect on rational judgments and the negative effect on rational judgments, are proposed based on the dual process theory. For the validation of the research model, the data was collected by surveying Korean university students and tested by the group comparison between high and low brand loyalty. The results show that the two hypotheses were statistically supported.
Abstract: This research discussed the various theories of service design, the importance of service design methodology, and the development of transformative service design framework. In this study, transformative service design is applied while building a new brand community service for women, children and infants retailing business. The goal is to enhance the brand recognition and customer loyalty, effectively increase the brand community engagement by embedding the brand community in social network and ultimately, strengthen the impact and the value of the company brand.
Abstract: Pre-construction is essential in achieving the success of a construction project. Due to the early involvement of project participants in the construction phase, project managers are able to plan ahead and solve issues well in advance leading to the success of the project and the satisfaction of the client. This research utilizes quantitative data derived from construction management projects in order to identify the relationship between pre-construction, construction schedule, and client satisfaction. A total of 65 construction projects and 93 clients were investigated for this research in an attempt to identify (a) the relationship between pre-construction and schedule reduction, and (b) pre-construction and client loyalty. Based on the quantitative analysis, this research was able to establish a negative correlation based on 65 construction projects between pre-construction and project schedule existed. This finding represents that the more pre-construction is performed for a certain project, the overall construction schedule decreased. Then, to determine the relationship between pre-construction and client satisfaction, Net Promoter Score (NPS) of 93 clients from the 65 projects was utilized. Pre-construction and NPS was further analyzed and a positive correlation was found between the two. This infers that clients tend to be more satisfied with projects with higher ratio of pre-construction than those projects with less pre-construction.
Abstract: The commercial companies’ management has suffered an important material and legal transformation in the last years, mainly related to the changes in the Portuguese legal framework and because of the fact they were recently object of great expansion. In fact, next to the smaller family businesses, whose management is regularly assumed by partners, companies with social investment highly scattered, whose owners are completely out from administration, are now arising. In those particular cases, the business transactions are much more complex and require from the companies’ managers a highly technical knowledge and some specific professionals’ skills and abilities. This kind of administration carries a high-level risk that can both result in great success or in great losses. Knowing that the administration performance can result in important losses to the companies, the Portuguese legislator has created a legal structure to impute them some responsibilities and sanctions. The main goal of this study is to analyze the Portuguese law and some jurisprudence about companies’ management rules and about the conflicts between the directors and the company. In order to achieve these purposes we have to consider, on the one hand, the legal duties directly connected to the directors’ functions and on the other hand the disrespect for those same rules. The Portuguese law in this matter, influenced by the common law, determines that the directors’ attitude should be guided by loyalty and honesty. Consequently, we must reflect in which cases the administrators should respond to losses that they might cause to companies as a result of their duties’ disrespect. In this way is necessary to study the business judgment rule wich is a rule that refers to a liability exclusion rule. We intend, in the same way, to evaluate if the civil liability that results from the directors’ duties disrespect can extend itself to those who have elected them ignoring or even knowing that they don´t have the necessary skills or appropriate knowledge to the position they hold. To charge directors’, without ruining entrepreneurship, charging, in the same way, those who select them reinforces the need for more responsible and cautious attitudes which will lead consequently to more confidence in the markets.
Abstract: This research investigates the impact of Brand Loyalty on the product performance and the factors those are considered more important in brand reputation. Variables selected for this research are Brand quality, Brand Equity, Brand Reputation to explore the impact of these variables on Product performance. For this purpose, primary research has been conducted. The questionnaire survey for this research study was administered among the population mainly at the shopping malls. For this research study, a sample size of 250 respondents has been taken into consideration. Customers from the shopping malls and university students constitute the sample for this research study using random sampling (non-probabilistic) used as a sampling technique for conducting the research survey. According to the results obtained from the collected data, it is interpreted that product performance shares a direct relationship with brand quality, brand quality, and brand reputation. Result also showed that brand quality and brand equity has a significant effect on product performance, whereas brand reputation has an insignificant effect on product performance.
Abstract: The aim of the paper is to investigate the effect of
corporate social responsibility (CSR) CSR on the National
Commercial Bank (NCB) in Saudi Arabia. In order to achieve this, a
case study was made of the CSR activities of this bank from the
perspective of its branch managers. The NCB was chosen as it was
one of the first Saudi banks to engage in CSR and currently has a
wide range of CSR initiatives. A qualitative research method was
used. Open-ended questionnaires were administered to eighty branch
managers of the NCB, with fifty-five usable questionnaires returned
and twenty managers were interviewed as part of the primary
research. Data from both questionnaires and interviews were
analysed using qualitative content analysis. Six themes emerged from
the questionnaire findings were used to develop the interview
questions. These themes are the following: Awareness of employees
about CSR in the NCB; CSR activities as a type of investment;
Government and media support; Increased employee loyalty in the
NCB; Prestige and profit to the NCB; and View of CSR in Islam.
This paper makes a theoretical contribution in that it investigates and
increases understanding of the effect of CSR on the NCB in Saudi
Arabia. In addition, it makes a practical contribution by making
recommendations which can support the development of CSR in the
NCB. A limitation of the paper is that it is a case study of only one
bank. It is therefore recommended that future research could be
conducted with other banks in Saudi Arabia, or indeed, with a range
of other types of firm within the financial services area in Saudi
Arabia. In this way, the same issues could be explored but with a
greater potential generalisability of findings of CSR within the Saudi
Arabian financial services industry. In addition, this paper takes a
qualitative approach and it is suggested that future research be carried
out using mixed methods, which could provide a greater depth of
analysis.
Abstract: In recent days, there is a change and the ongoing development of the telecommunications sector in the global market. In this sector, churn analysis techniques are commonly used for analysing why some customers terminate their service subscriptions prematurely. In addition, customer churn is utmost significant in this sector since it causes to important business loss. Many companies make various researches in order to prevent losses while increasing customer loyalty. Although a large quantity of accumulated data is available in this sector, their usefulness is limited by data quality and relevance. In this paper, a cost-sensitive feature selection framework is developed aiming to obtain the feature reducts to predict customer churn. The framework is a cost based optional pre-processing stage to remove redundant features for churn management. In addition, this cost-based feature selection algorithm is applied in a telecommunication company in Turkey and the results obtained with this algorithm.
Abstract: This paper aims to link together the concepts of job
satisfaction, work engagement, trust, job meaningfulness and loyalty
to the organisation focusing on specific type of employment –
academic jobs. The research investigates the relationships between
job satisfaction, work engagement and loyalty as well as the impact
of trust and job meaningfulness on the work engagement and loyalty.
The survey was conducted in one of the largest Latvian higher
education institutions and the sample was drawn from academic staff
(n=326). Structured questionnaire with 44 reflective type questions
was developed to measure the constructs. Data was analysed using
SPSS and Smart-PLS software. Variance based structural equation
modelling (PLS-SEM) technique was used to test the model and to
predict the most important factors relevant to employee engagement
and loyalty. The first order model included two endogenous
constructs (loyalty and intention to stay and recommend to work in
this organisation, and employee engagement), as well as six
exogenous constructs (feeling of fair treatment and trust in
management; career growth opportunities; compensation, pay and
benefits; management; colleagues and teamwork; and finally job
meaningfulness). Job satisfaction was developed as second order
construct and both: first and second order models were designed for
data analysis. It was found that academics are more engaged than
satisfied with their work and main reason for that was found to be job
meaningfulness, which is significant predictor for work engagement,
but not for job satisfaction. Compensation is not significantly related
to work engagement, but only to job satisfaction. Trust was not
significantly related neither to engagement, nor to satisfaction,
however, it appeared to be significant predictor of loyalty and
intentions to stay with the University. Paper revealed academic jobs
as specific kind of employment where employees can be more
engaged than satisfied and highlighted the specific role of job
meaningfulness in the University settings.
Abstract: Environmental concerns about the scarcity of marine
resources are critical driving forces for firms aiming to prepare their
supply chains for sustainability. Building on previous work, this
paper highlights the implementation of good practices geared towards
sustainable operations in the seafood department, which were
pursued in an exploratory retailer case. Outcomes of the adopted
environmentally and socially acceptable fish retailing strategies,
ranged from traceability, to self-certification and eco-labelling. The
consequences for business were, as follows: stronger collaboration
and trust across the chain of custody, improvement of sponsors’
image and of consumers’ loyalty and, progress in the Greenpeace
retailers’ evaluation ranking.
Abstract: To maintain a healthy balanced loyalty, whether to art
or society, posits a debatable issue. The artist is always on the look
out for the potential tension between those two realms. Therefore,
one of the most painful dilemmas the artist finds is how to function in
a society without sacrificing the aesthetic values of his/her work. In
other words, the life-long awareness of failure which derives from the
concept of the artist as caught between unflattering social realities
and the need to invent genuine art forms becomes a fertilizing soil for
the artists to be tackled. Thus, within the framework of this dilemma,
the question of the responsibility of the artist and the relationship of
the art to politics will be illuminating. To a larger extent, however, in
drama, this dilemma is represented by the fictional characters of the
play. The present paper tackles the idea of the amorality of the artist in
selected plays by Tom Stoppard. However, Stoppard’s awareness of
his situation as a refugee has led him to keep at a distance from
politics. He tried hard to avoid any intervention into the realms of
political debate, especially in his earliest work. On the one hand, it is
not meant that he did not interest in politics as such, but rather he
preferred to question it than to create a fixed ideological position. On
the other hand, Stoppard’s refusal to intervene in politics is ascribed
to his feeling of gratitude to Britain where he settled. As a result,
Stoppard has frequently been criticized for a lack of political
engagement and also for not leaning too much for the left when he
does engage. His reaction to these public criticisms finds expression
in his self-conscious statements which defensively stressed the
artifice of his work. He, like Oscar Wilde thinks that the
responsibility of the artist is devoted to the realm of his/her art.
Consequently, his consciousness for the role of the artist is truly
reflected in his two plays, Artist Descending a Staircase (1972) and
Travesties (1974).
Abstract: Given the increase in the number of e-commerce sites,
the number of competitors has become very important. This means
that companies have to take appropriate decisions in order to meet the
expectations of their customers and satisfy their needs. In this paper,
we present a case study of applying LRFM (length, recency,
frequency and monetary) model and clustering techniques in the
sector of electronic commerce with a view to evaluating customers’
values of the Moroccan e-commerce websites and then developing
effective marketing strategies. To achieve these objectives, we adopt
LRFM model by applying a two-stage clustering method. In the first
stage, the self-organizing maps method is used to determine the best
number of clusters and the initial centroid. In the second stage, kmeans
method is applied to segment 730 customers into nine clusters
according to their L, R, F and M values. The results show that the
cluster 6 is the most important cluster because the average values of
L, R, F and M are higher than the overall average value. In addition,
this study has considered another variable that describes the mode of
payment used by customers to improve and strengthen clusters’
analysis. The clusters’ analysis demonstrates that the payment method is
one of the key indicators of a new index which allows to assess the
level of customers’ confidence in the company's Website.
Abstract: The aim of this study is to investigate the relationship
between expectation, satisfaction and loyalty of South Korean
tourists visiting Turkey. In the research, a questionnaire was used as a
data collecting tool. The questionnaires are filled by South Korean
tourists coming to Turkey through package tours and individual. The
survey was conducted in 2014 in Nevsehir (Cappadocia Region) and
Istanbul. Tourist guides and agency staff have helped the
implementation of surveys. The survey questions are composed of 4
parts, which are “demographic characteristics of tourists”, “travel
behavior characteristics”, “perception of expectations on destination
attributes” and “perception of destination loyalty”. 5-point Likert
type scale including 28 destination attributes was used to measure the
expectations of South Korean tourists coming to Turkey. Questions
were directed to the tourists to measure the destination loyalty. The
questions relating to destination loyalty are “Talking about Turkey to
others”, “Recommendation Turkey to others” and “Tourists’
intentions to revisit Turkey”. The basic hypothesis of the research is
that there is a statistically significant relationship among
expectations, satisfactions and destination loyalty of South Korean
tourists coming to Turkey. The results indicated that the expectation
had a significant effect on overall satisfaction. In addition it was seen
that between overall satisfaction of tourists and destination loyalty
had a significant relationship. Based on findings, some suggestions
for tour operators and travel agencies were made.