Customer Attitudes Research Articles

Study on Fintech Adoption: Examining the Customer Innovativeness and Attitude Towards the Adoption of Fintech Services

Technology plays an important role in the area of finance and now it become common among people. but whatever the technological advancement in the field of finance, many people are there who don’t have access to formal financial institutions and many researchers found that this can be solved with the help of technology adoption. Here the study focused on the Fintech adoption among the people with the help of the variables Fintech adoption, perceived ease of use, perceived usefulness, user innovation and the attitude towards the financial technology. the researcher utilized both primary and secondary data. Then the samples were selected from Pattambi taluk of Palakkad district-Kerala, based on convenience sampling method and distributed the questionnaire among 300 respondents. then 250 samples were selected from 300 by considering the data accuracy. Then the researcher utilized descriptive statistics and t-test, correlation coefficient, and regression analysis to conclude then the factor analysis was also utilized to understand the relation between the observed variable and the latent constructs. The study discovered that perceived usefulness and perceived ease of use have a stronger correlation with Fintech adoption. then there is a positive correlation between the customer's perceived usefulness of Fintech adoption and their attitude towards it. To increase customer satisfaction, Fintech companies can develop their services based on the perceived usefulness, ease of use, and attitude of customers in particular segments

Customer Attitude, Subjective Norms, And Perceived Behavioral Control Towards Customer Purchase Intention: A Case Study of Fast-Food Restaurant in Penang Malaysia

Customer Attitude, Subjective Norms, And Perceived Behavioral Control Towards Customer Purchase Intention: A Case Study of Fast-Food Restaurant in Penang Malaysia

Can mobile promotion automation decrease overall purchases? The role of promotion pattern predictability in customer habit formation

Automating mobile promotions facilitates customization through geo-location and temporal targeting; however, this can lead the geographic and temporal patterns of promotions to become predictable. We argue that this predictability enables customer habit formation as the promotion, the context in which it is received, and the purchase behavior become associated in the customer's memory through repeated co-occurrence. This results in the customer purchasing only when promotions are expected to occur, decreasing their overall purchase likelihood. Across four studies, including empirical data from two different industries in different global regions and two controlled laboratory experiments focused on different purchase scenarios, we find that customers exposed to predictable promotion patterns shift their purchases to when promotions are expected, decreasing overall purchase probability. These effects are stronger for customers with consistent past purchase patterns or low involvement with the product, and predictability of promotion patterns does not impact customer attitudes, providing evidence that they are driven by customer habit formation.

Cultural Perspectives on the Sustainable Use and Added Value of Plant-Based Food Dyes—A Case Study from Bulgaria

Raised personal health awareness and social environmental responsibility put pressure on the agri-food industry to adopt more sustainable ways of production, including the use of more natural ingredients, reducing waste, conservation and the regeneration of resources and energy. Plant-based colorants are ecologically friendly alternatives to artificial food dyes, especially with regards to the current reports on the adverse effects of some of the latter on human health. Various plants are traditionally used by many cultures to obtain vivid food coloration; however, the knowledge and means to produce them becomes less and less accessible to urbanized societies, and affordable organic alternatives are not always available on the market. An online questionnaire was performed to explore the awareness on plant-based dyes and pro-environmental attitudes of Bulgarian customers through the lens of Orthodox Easter eggs dyeing and the obtaining of plant dyes. From a total of 294 adult participants, only 5% reported a strict preference for natural dyes, while more than half of them (54%) were found to use natural and artificial ones concomitantly or switching between both. Of 45 plant taxa used for egg coloration, 12 were most frequently cited with many new additions of imported plants. Most of the used plant-based dyes were common fruits, spices, herbal infusions and even food waste like onion peels and avocado pits that were readily available from home gardens, markets and food shops. Additionally, we made a review of the scientific literature regarding their antioxidant and antimicrobial activity against food spoilage bacteria and foodborne pathogens isolated from eggs. All frequently used taxa were reported to exhibit antibacterial activities against Gram-positive and Gram-negative bacteria and possess antioxidant activity due to the presence of various polyphenols, essential oils and other compounds. Grape and red wine, roselle and stinging nettle are the species with the most diverse antibacterial activity, effective against 15 out of the 16 bacterial species of spoilage and foodbourn microorganisms included in our focus. The antimicrobial activities, however, were found mostly tested against bacterial strains in vitro, and further studies are needed to confirm their potential antibacterial activity when applied to Easter/boiled eggs or other food products. Our findings suggest that traditional cultural practices, as a multifaceted and engaging phenomenon, have the potential to promote environmental responsibility and a healthy lifestyle using both contemporary and traditional knowledge.

Purchase Intention of Halal Toiletries: The Role of Mediating and Moderating Effects

Research aims: This study analyzes consumers’ purchase intentions regarding halal toiletries by examining the independent variables of halal awareness, attitude, subjective norms and behavioral control. Design/Methodology/Approach: Data were collected from 260 consumers throughout questionnaires. The respondents had all purchased and used halal toiletries at least once. Hypothesis testing of the independent variable on the dependent variable was conducted using Partial Least Square (PLS) analysis, with the Smart PLS 3.0 software.Research findings: The findings indicate that halal awareness significantly influences the purchase intention of halal toiletries and has a strong impact on customer attitudes. The results also show that subjective norms influence the purchase intention of halal toiletries. Additionally, behavioral control contributes to shaping the purchase intentions. Theoretical Contribution/Originality: The study demonstrates that well-developed halal awareness significantly influences the intention to purchase halal toiletries and is a key factor in shaping consumer attitudes. The findings also highlight the role of subjective norms in forming purchase intentions, while behavioral control plays a crucial role in supporting these intentions. Practitioners/Policy Implications: The results of this study are expected to support the development of a sustainable halal industry, especially within the toiletry sector. Research Limitations/Implications: This study is limited by the indicators tested and offers opportunities for future research to explore additional variables. Future studies could incorporate a gender perspective to provide insights into differences in purchase intentions between men and women.

Service task compatibility for human staff vs. service robots: Roles of product type and brand level

This study explores when customers prefer service staff to service robots, or vice versa, based on uncertainty reduction theory. This study also investigates the moderating role of product type and brand level in the relationship between service agent type and experience satisfaction through perceived credibility and customer attitude. Two 2×2 between-subject experiments were conducted to test the moderated serial mediation models with product type in Study 1 and brand level in Study 2. Results show that customers tend to show higher experience satisfaction via perceived credibility and attitude toward the service agent type when they interact with service staff for inquiries of experiential products and upscale brands, compared to material products and casual brands. The study offers ways to maximize customer experience satisfaction by interactively and optimally deploying service agents and service robots for guest recommendation services, depending on the type of product and the level of brand.

THE ROLE OF PERCEIVED ATTRACTIVENESS IN SHAPING CONSUMER PREFERENCES: A STUDY OF SPORTS BRAND T-SHIRT PURCHASING BEHAVIOR AMONG COLLEGE STUDENTS IN ZHENGZHOU, CHINA

The preference of customers is very impactful for the sports brand T-shirt making companies. The growth in the sportswear industry of China and preference of college students towards it, is significant, however, changes like change in trend and personality riots of consumers is considered significant. In this literature review chapter, previous research findings are presented about perceived attractiveness and its influence on purchasing behaviour of T-shirts with sports brands among college students in Zhengzhou, China. The review also investigates general theories like social identity theory as well as consumer buying behaviour theories where determinants like customer’s attitude, brand image and advertisement have been identified as determinants in the buying process. Brand reputation is identified in the literature to play a huge role in increasing perceived product attractiveness as well as how customer attitudes act as the mediating factor between perceived brand image and actual purchase behaviour. The quantitative method has been used by selecting 410 students to conduct surveys for using their purchasing behaviour and preferences. Along with this, SPSS and SmartPLS have also been used here. Some recommendation has been provided and some limitations have also been identified while conducting the study.

Analysis of Customer Attitude towards Ather Electric Vehicles

Analysis of Customer Attitude towards Ather Electric Vehicles

Breaking into the black box of customer perception towards robot service: Empirical evidence from service sector

The advent of artificial intelligence and machine learning has enabled robots to serve in consumer market for a better customer experience. Nevertheless, acceptance of robotic technology among consumers is still lacking. Therefore, this study has developed an integrated model with robot appearance, expectation confirmation model, diffusion of innovation and theory of planned behavior and empirically investigates customer intention to use service robot. The research model is empirically tested with 349 responses retrieved from customers visiting retail stores. Statistical results have revealed that customer innovativeness, compatibility, behavioral control, expectation confirmation, service robot appearance and subjective norms explained R2 80.1 % variance in customer attitude to use service robot. Practically, this research has suggested that policy makers should pay attention in innovativeness, compatibility, perceived behavioral control, expectation confirmation, robot appearance and subjective norms to boost robot service acceptance among customers. This study is original as it develops an integrated model with the combination robot appearance, theory of planned behavior, expectation confirmation and diffusion of innovation theory. In addition to that customer self-identity is conceptualized as moderating factor and hence distinguishing current research with past studies.

The Effects of Electronic Word of Mouth, Customer Attitude, and Service Quality on Revisit Intention of Wellness Tourism

This study aimed to investigate the effects of digital marketing tools (e.g., electronic word of mouth) on customer satisfaction and revisit the intention of wellness and spa tourism from the viewpoint of international tourists visiting Thailand after COVID-19. Due to the rising awareness of health and wellness, the authors intended to explore wellness tourism from the perspective of international tourists. In addition, the current research also investigated the effect of service quality and tourist attitude toward wellness/spa tourism on tourist satisfaction and revisit intention. Data collection was from 403 international tourists visiting Thailand, and one of the primary purposes of their visits was to participate in wellness or spa services in Thailand. The results showed that satisfaction, service quality, and electronic word-of-mouth significantly influenced the intention to revisit wellness tourists. In contrast, attitude and service quality significantly affected the satisfaction of wellness tourists. The discussions, conclusions, and practical recommendations were also provided to offer the guidelines for further development of the wellness tourism industry.

Bibliometric analysis of service quality and customer satisfaction in Islamic banking: a roadmap for future research

Purpose This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking. Design/methodology/approach Using a bibliometric approach, this research draws from literature samples retrieved in April 2023 from the SCOPUS database. The sample encompasses 138 articles published between 1999 and 2023, adhering to specific selection criteria. Analytical tools such as R program, VOSviewer and Microsoft Excel were used to categorise the data into three primary domains: productivity, citation patterns and network analysis. These categories further include the identification of research flows and prospective areas for further investigation. Findings The results indicate a substantial surge in publications between 2011 and 2022 involving 372 authors. This study identifies the primary contributors in terms of countries, affiliations, publications, sources and researchers. Seven distinct clusters emerged from the 138 papers, encompassing customer attitude, comparison studies, digital banking, customer loyalty, customer trust, consumer determinants and service quality. Additionally, the study outlines a future research agenda, posing specific research questions. Research limitations/implications Recognising the limitations inherent in focusing solely on Scopus-indexed publications, future studies may benefit from incorporating various databases, such as the Web of Science, for a more expansive exploration of study units. A systematic review of articles on a specific topic could also enhance the comprehensiveness of the study. Practical implications This investigation empowers Islamic bank managers to devise targeted marketing plans, differentiating themselves from competitors. By implementing relevant improvements in operational and service processes, managers can enhance the customer experience, fostering a lasting competitive advantage. For academics, this study lays a robust foundation for further research, encouraging the development of a comprehensive conceptual model and empirical testing. The identification of current research gaps enables researchers to focus on areas that remain underexplored. Originality/value This study not only illuminates critical gaps in existing research but also proposes a research agenda to guide future researchers in remaining pertinent, particularly within the context of Islamic banking marketing.

Assessing the impact of social CRM on customer attitudes towards brands

Assessing the impact of social CRM on customer attitudes towards brands

Emotional expressions of care and concern by customer service chatbots: Improved customer attitudes despite perceived inauthenticity

In customer service, emotional expressions by chatbots are considered a promising direction to improve customer experience. However, there is a lack of comprehensive understanding of how and when chatbots' emotional expressions improve customer attitudes. Although chatbots' emotional expressions of care and concern may feel inauthentic to customers in the inferential path, which can negatively affects customer attitudes, we propose that the positive effect of the affective reactions path can result in a positive effect on customer attitude based on the dual-path view of Emotions as Social Information (EASI). The relative strengths of the two EASI paths can be moderated, and we explored the moderating effects of rational thinking styles (information processing in EASI) and beliefs in computer emotion (perceived appropriateness in EASI). According to EASI, situation can affect the meaning of emotions, so we conducted experiments in two situations. With chatbot identity disclosure, we found that the chatbot's emotional expressions reduce customers' perceived authenticity (reflecting the inferential path in EASI) but ultimately improve customer attitudes. Belief in computer emotions and rational thinking style moderated the negative relationship between emotional expressions and authenticity. With chatbot identity non-disclosure, the chatbot's emotional expressions still improve customer attitudes but with no effect on authenticity. Because there is high likelihood of chatbot identities being discovered by customers, this finding of the moderating effect of perceived humanness on authenticity is highly relevant. Our findings make important contributions to research on computer emotion and service authenticity.

Brand and Country of Origin Towards Consumer Attitudes in Choosing Smartphones

As technology advances, smartphone devices become a fascinating topic for conversation. The growth of multiple smartphone brands as choices appears to be inextricably linked to the relevance of customer attitudes in deciding which smartphone to use. The growth of multiple smartphone brands as choices appears to be inextricably linked to the relevance of customer attitudes in deciding which smartphone to use. Furthermore, when choosing a smartphone, shoppers consider the product's nation of origin. This study uses a quantitative approach method. Involving the 100-person Dumai City community. The findings of the partial analysis indicate that brands have a positive and significant effect on consumer attitudes and country of origin variables have a positive but not significant effect on consumer attitudes. Brand and country of origin together have a positive and significant effect on consumer attitudes in the Dumai City community. The result of the Determination Coefficient is 21.3%, with the remaining 78.7% impacted by other variables.

Applying fuzzy logic to balanced scorecard for the performance evaluation of government e-services

Purpose The purpose of this study is to assess the performance of United Arab Emirates (UAE) Government e-services by using the fuzzy technique for order preference by similarity to ideal solution (TOPSIS) methodology, integrating insights from the balanced scorecard (BSC) framework across financial, customer, internal business and learning and growth perspectives. Design/methodology/approach Using the fuzzy TOPSIS method, this paper evaluate three e-services in the UAE against 12 criteria representing the balanced scorecard perspectives. Expert evaluation and sensitivity analysis are used to identify the most sustainable e-service alternative. Findings The study findings emphasize the importance of prioritizing customer-centric metrics, improving service reliability and efficiency, and investing in employee training to enhance e-government service performance in the UAE. Sensitivity analysis reinforces the robustness of our results and identifies key criteria influencing decision-making. Research limitations/implications The data was collected only from experts in selected UAE Government departments. This may affect the generalization of the findings. Also, only three e-services were evaluated. Future studies could include various e-services not covered in this study and use different multi-criteria decision-making methods. Practical implications Prioritizing customer satisfaction: Priority should be given to customer satisfaction as it is a critical factor in evaluating e-services because of its importance. It also highlights the importance of considering user feedback and ensuring that e-services have a high level of friendliness and responsiveness to their needs. It follows that minimizing errors and ensuring quick and efficient transactions are crucial. Emphasizing reliability and transaction efficiency: Reliable services and transaction efficiency are also essential criteria for evaluating e-government services. This suggests that e-government services should be designed to minimize errors and ensure that transactions are completed quickly and efficiently. Managing IT costs: To deliver e-government services affordably, effective IT cost management is crucial. This emphasizes how crucial it is to effectively manage IT costs to guarantee the efficient delivery of e-government services. Social implications From a customer perspective, adopting BSC can create a favorable customer attitude, encourage long-term customer support, and increase customer satisfaction and loyalty. These factors have significant social implications for UAE and expatriate individuals who are using such e-government services. Originality/value This study contributes to the literature by showcasing the applicability of the fuzzy TOPSIS methodology in evaluating UAE e-government service performance. By examining multiple perspectives of the BSC, this paper provide valuable insights into enhancing the efficiency and effectiveness of e-services in the UAE Government sector.

After-sales service and brand reputation: a case of kitchen appliance industry

PurposeTo build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.

Environmentally sustainable apparel merchandising of recycled cotton-polyester blended garments: Analysis of consumer preferences and purchasing behaviors

This research work examines how consumer behavior and purchasing pattern are affected by recycled cotton-polyester blended clothing, with a particular emphasis on sustainable apparel merchandising. The use of recycled materials has drawn a lot of attention as environmental sustainability in the fashion business is growing attention. In order to investigate customer behavior, perceptions, preferences and purchasing decisions regarding recycled cotton-polyester blended clothing.This research employed a mixed-methods design that included both qualitative and quantitative methods. For a deeper understanding of the customer attitudes, opinions and motives towards sustainable fashion recycled materials in particular, this phase qualitatively involves a one-on-one interview and focus group discussions based on age, gender social class as well as the level of education. In addition, the study considers aspects such as longevity in use, wear resistance, quality, ease of use and clothing comfort that influence buying decisions. Using data from the qualitative phase as a foundation, the quantitative phase uses surveys given to a broad consumer sample to measure consumer preferences and purchasing pattern for recycled cotton-polyester clothing. This research aims at identifying the key factors that impact the preference of customers and buying behavior for recycled cotton and polyester blends based apparel. Additionally, it aims to assess how well sustainable clothing merchandising techniques work to promote these goods. This study indicates that individuals aged 25–45 from higher social strata and with higher educational attainment exhibit greater awareness and preference for recycled apparel with more than 60 % demonstrating a marked inclination towards these products.

How social learning drives customer engagement in short video commerce: An attitude transfer perspective

Short video commerce has become increasingly prevalent; however, the factors affecting customer engagement have not been adequately examined. Drawing on social learning theory, attitude transfer theory and relationship norms theory, we explored how social learning behavior from three dimensions of atmospheric cues is associated with customers’ attitudes, how such attitudes mediate these engagement relationships, and also how the relationship norms moderate the mediating effect of attitude. The empirical findings obtained through the PLS-SEM largely support the hypotheses. The fsQCA results illustrate how combinations of antecedents can lead to high customer engagement. This study contributes to the literature on short video commerce, customer attitudes, and relationship norms, and provides influencers and managers with practical strategies to improve customer engagement.

Service Quality and Personal Attitudes as Predictors of Overall Satisfaction with Public Buses: A Case Study in Kathmandu, Nepal

This study analyzes the effects of certain variables on bus service quality (SQ) and how SQ and personal attitudes affect satisfaction with public buses. A total of 552 responses were collected using a questionnaire that captured socioeconomic and trip characteristics, satisfaction ratings for SQ attributes, and the personal attitudes of consumers. Factor analysis was used to uncover unobserved latent features and to generate two measurement models: for SQ and for personal attitudes of bus users. Three latent variables (“information, safety and security”, “comfort”, and “accessibility/availability”) were observed that signify SQ. Simultaneously, two latent variables (perceived value, and behavioral intention and involvement) were obtained representing the attitude of customers. A structural equation modeling method was employed to compute interconnections among these variables. Information and safety and security had a major influence on SQ followed by comfort and accessibility/availability. Similarly, perceived value had a greater impact on personal attitudes than that on behavioral intention and involvement. Findings also show that evaluating overall SQ is better explained when consumers rate the service quality of buses after knowing about the various attributes. Findings revealed that the overall satisfaction of customers with bus services was influenced more by SQ-related attributes than by personal attitudes. The study also provided insights into public bus service quality improvements that must be emphasized and enhanced to increase ridership. This understanding of connections among SQ, personal attitudes, and overall satisfaction can assist transit officials in developing effective strategies and investment plans to meet the needs of passengers and boost customer satisfaction with public buses.

Customer Attitude Toward Smart Innovation Bed (SiNoBed) Application

Customer Attitude Toward Smart Innovation Bed (SiNoBed) Application