Customer Intention Research Articles

Analysis of Customer Intention in Home Ownership Credit Products (KPR) Using Murabahah Contracts at BSI KCP Ciputat

The aim of this research is to analyze the influence of Sharia KPR characteristics, price levels and financing procedures on customer interest in Home Ownership Credit (KPR) products at Bank Syariah Indonesia (BSI) KCP Ciputat. This research method uses a quantitative approach by conducting a survey of 120 active customers of Bank Syariah Indonesia (BSI) KCP Ciputat. This research uses structural equation analysis (SEM-PLS) to evaluate the relationship between constructs. Next, the data was processed using SMARTPLS 4 software. The results or findings based on the results of the analysis that have been carried out can be concluded that there are two significant variables, namely 1) the price level variable 2) the financing procedure variable. These two variables have a significant effect on interest. On the other hand, the characteristics of Sharia KPR do not have a significant effect on customer interest in KPR products using murabahah contracts at Bank Syariah Indonesia (BSI) KCP Ciputat.

Toward an Attitude-Based Path to Co-creation: Exploring Customer Engagement in New Product Development

We propose and evaluate a conceptual model explaining how customer engagement and customer-to-customer virtual interactions lead to the intention to co-create in new product development. Based on the theory of trying, the model adds the mechanism of attitudes toward success, failure, and the process to the customer engagement—intention to co-create relationship. The results from two culturally distant regions, represented by the United States and Brazil, partially support the model and demonstrate the moderating impact of trust on the customer engagement—attitudes relationships. Surprisingly, few differences emerged between the two countries. An exception being the relationship between customer engagement and intention to co-create through attitude toward the process was stronger in the United States than Brazil. Implications for global marketing theory and practice are discussed.

Implementation Chatbot for SMEs Using Artificial Intelligence Markup Language to Improve Customer Integration and Business Performance

Chatbots have been extensively adopted to produce more positive customer experiences as customers now spend more time in digital surroundings. Despite the technological advancement and benefits of chatbots for client service, exploration of chatbot operations for small and medium-sized enterprises (SMEs) is limited. The absence of exploration explaining the struggles faced by SMEs contributes to the gap in SMEs’ chatbot adoption. This exploration determines the features and rudiments that fit with SMEs’ characteristics and their guests' interactions with chatbots. A mixed-methods approach is used to understand SMEs’ needs. The first study uses interviews with SME business owners and their customers in order to explore the features that chatbots should offer for SME by identifying combinations between chatbots' generic features and SMEs' customer characteristics. The second study tests features identified in SMEs customers to empirically test featured chatbots’ influence on anthropomorphism, perceived enjoyment, perceived ease of use, perceived usefulness, and how they affect SMEs’ customer intentions to use chatbots and their shopping intentions. This paper contributes to the emerging service literature on the use of chatbots for service interactions, particularly for SMEs using Artificial Intelligence Markup Language. The data that has been obtained was analyzed using a Likert scale. As a result, the accuracy of using Artificial Intelligence Markup Language is 84.8%.

THE IMPACT OF PERCEIVED VALUE AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND INTENTION TO USE APPLICATION-BASED TRANSPORTATION

<p>Competition in mobile-based transportation increases sharply with the many new application-based transportation providers joining the competition. To win the competition, application-based transportation providers need to find strategies to improve consumers’ intention to use their applications. This study aims to examine the impact of Perceived Value and Service Quality on Customer Behavior and Intention to Use and Online Transportation in Jakarta and its surrounding areas. This study is a quantitative study using an online survey questionnaire distributed to 190 respondents in Jakarta and its surrounding areas. This study employs Structural Equation Modeling - Partial Least Square (SEM-PLS) using SmartPLS 3.3.2 for data analysis. According to the findings of the study, perceived value positively influences customer satisfaction and intention to use mobile application-based transportation. The finding also reveals that service quality has a positive influence on customer satisfaction but has no positive influence on behavioral intention. Thus, this study empirically underscores the importance of customer satisfaction in influencing the intention to use application-based transportation. It is then recommended that mobile-based transportation companies continuously improve customer satisfaction through perceived values and service quality.</p>

Customers' decision pattern based on mobile reviews in digital economy

PurposeConsumers have pervasively relied on mobile reviews in digital economy. However, little knowledge exists regarding how customers adopt several mobile reviews to make purchasing decisions. With the assistance of reader-response theory, this study investigates how the consistency of product reviews, in terms of their adherence to both other reviews and the prior experience of the customer, affect perceived quality, confirmation of the customer's expectations, the customer's level of trust in the seller and the consequent purchase intention.Design/methodology/approachBased on a scenario simulation and an online experiment to collect data, the authors employed AMOS to test the proposed hypotheses using survey data collected from 314 customers in Study 1 and 420 consumers in Study 2.FindingsThe results indicate that global consistency positively and significantly contributes to confirmation, perceived quality and trust in sellers while sequential inconsistency positively and significantly influences perceived quality. Meanwhile, purchase intention is positively and significantly promoted by confirmation, perceived quality and trust in sellers, and initial valence has some moderating effects on these relationships.Originality/valueThis study contributes to the understanding of how customers apply product reviews to make purchasing decisions from a new angle. It also elucidates the way in which the perceived consistency of product reviews affects how reviewers are perceived and the consequent effect of these perceptions on a customer's purchase intentions.

Use of emerging social media platforms in reshaping the UAE Islamic banks’ promotional strategies

Purpose This paper aims to investigate customer attitude towards the use of emerging social media platforms (SMPs) for promotional activities by United Arab Emirates (UAE)-based Islamic banks, particularly, in the post-COVID-19 era. The key drivers of this research include analysing, anticipating and providing recommendations to reinvigorate the marketing and promotional strategies of the UAE Islamic banks to spark renewed customer interest. Design/methodology/approach This study is anticipatory and descriptive in nature. Primary data is used to understand customer perception towards the use of emerging social media marketing tools by the UAE-based Islamic banks. Reliability, factor analysis and multiple regression analysis are applied to understand customer attitude. While focusing on the current COVID-19 scenario, the need for innovative structure is envisaged to meet the post-COVID-19 needs. Findings The findings of this research highlight the significance of emerging SMPs such as WhatsApp, TikTok, Pinterest, Viber, Snapchat and their application as promotional tools to inspire the purchase intention of customers in this virtual age. The results of the study reveal these emerging SMPs are predicted to be used as the preferred promotional tools for Islamic banks. Research limitations/implications This paper is limited to the UAE Islamic banks and to a specified set of SMPs as promotional tools. Nevertheless, its findings have important implications that can be extended and validated through studying the post-COVID-19 customer attitude towards other innovative promotional tools used by commercial banks in general and Islamic banks in particular, in the GCC and Middle East and North Africa (MENA) regions. Originality/value There is currently limited available research on the innovative social media marketing techniques and promotional strategies. This study is a novel attempt to examine the adoption of the emerging SMPs as promotional tools by the UAE Islamic banks. This paper extends value to the existing studies on the impact of the pandemic on the promotional activities of the UAE Islamic banking industry. Nonetheless, while regionally specific, it is valuable in its potential application to the Islamic banking sector in the entire GCC and MENA region in the post-COVID-19 era.

The Effect of Spatial Production in Hair Salons on Customer’s Revisit Intention and Word-of-Mouth Intention

The purpose of this study is to provide more practical basic data for hair salon marketing strategies by examining the effect of spatial production in hair salons on customer’s revisit intention and word-of-mouth intention. As a result, it was found that only the cleanliness factor of spatial production had a significant positive effect on the customer's revisit intention, and the cleanliness and differentiation factor of spatial production had a significant positive effect on the customer's word-of-mouth intention. Specific improvements in cleanliness and differentiation are as follows in order to promote revisit and word-of-mouth of beauty salon customers. First, in order to secure regular customers, the priority should be to create a clean space, and in the case of already existing hair salons, the revisit rate of existing customers can be increased by cleanly managing the space where the customer directly exists. Second, in order to attract new customers, it is believed that the effect of creating new customers through word-of-mouth can be increased by focusing on cleanliness as previously mentioned, and by using the brand's representative color so that customers can experience the brand's unique sensibility in the salon space. This study is meaningful because previous research on beauty salon space was insignificant, and it suggests that more attention should be paid to the cleanliness and differentiation of beauty salon space to revisit customers and attract new customers. However, in this study, several items that hinder reliability in relation to functionality were deleted, and in future studies, it is considered necessary to further revise and supplement functionality-related items so that the constituent concepts of spatial performance can be evaluated more closely.

확장된 기술수용모형(UTAUT2)을 적용한 O2O 외식 플랫폼 서비스 품질이 재 사용의도에 미치는 영향에 관한 연구

This study employs the UTAUT2 model, an extension of the TAM model, to examine how O2O platform services influence customer reuse within the food industry. Service quality variables such as online information quality of the food platform and offline delivery service quality of delivery companies are set as preceding variables of the UTAUT2 model. Employing a structural equation model, the study analyzes the relationship’s influence on customer intention to use UTAUT2 as a parameter. The results of the analysis indicate that platform service variables had a statistically significant effect on all variables (effort expectations, performance expectations, social influence, and hedonic motivation) of UTAUT2 (extended technology acceptance model 2). Meanwhile, according to the analysis of the effect of delivery service quality on UTAUT, social and hedonic factors did not seem to have an effect. The research implies that consumers encounter many negative factors, such as price burden and delivery delays, regarding the delivery service itself. In addition, the anticipation of the order and the time spent waiting act as negative factors, while failing to influence pleasure.

The Impact of Trust, Perceived Usefulness, Perceived Ease of Use, and Customer Intentions on Customer Attitudes Toward the Use of Technology

An online store must constantly innovate by developing new ideas or reusing established ones like the Cash on Delivery payment option. In this study, the author supposes that trust, perceived usefulness, and perceived ease of use can positively affect a customer's attitude toward adopting a technology, affecting their behavioral Intention to use the technology. Therefore, to demonstrate this, the author attempts to conduct research using the Technology Acceptance Model with the addition of trust as an external variable and analyzes them using Path Analysis tools to determine why the customers would not accept the technology of Cash Delivery as a payment method. The author uses a quantitative methodology to gather primary data from 200 respondents in many major cities where the COD campaign operates. The results demonstrate that perceptions of usefulness, usability, and attitude contribute to consumers' intentions to utilize the COD payment method. Trust was discovered to be a significant determinant of consumers' desire to use the COD payment option. The implementation of COD should be more successful if the reasons mentioned are taken into account.

What explains the sudden surge in cryptocurrency? A consumption value theory perspective

PurposeCryptocurrency has emerged as a significant component on the surface of the financial industry. With its growing popularity and blockchain as an underlying technology, cryptocurrency has the potential to disrupt the digital payments market. In light of this, this study aims to identify and empirically validate factors that influence the continuous intention of customers toward the adoption of cryptocurrency.Design/methodology/approachThe study extends consumption value theory by incorporating additional variables – monetary value, perceived trust and perceived risk – to enhance the predictive power of the proposed model. The data were analyzed using the partial least square technique on the sample of 285 customers.FindingsThe results indicate that trust is the most significant factor to influence customers’ intention to use cryptocurrency, followed by conditional value, epistemic value, emotional value and monetary value. The authors also found the significant moderating effect of personal innovativeness on behavioral intention and actual usage of cryptocurrency.Practical implicationsThe analysis of the study gives policymakers valuable information for the establishment of the regulatory framework that supports innovation while protecting the rights of the consumer.Originality/valueThe study embeds great theoretical and practical significance by generating a new technical thread that will facilitate multiple players to use their resources optimally.

Impact of Customer Loyalty on Organizational Performance

This paper utilized a theoretical approach to examine the impact of customer loyalty on organizational performance. The paper identified some benefits of customer loyalty as increase profitability, business growth, enhanced firm effectiveness and reduced cost of operations. Some drivers of customers loyalty identified are: improved product quality, extended warranties, reduction in marketing and service cost, honest and quality feedback, improve brand image. The paper concluded that that customer loyalty is vital for improved organizational performance as sales volume accrued from repeated purchases helps to increase market share and improves profitability of the organization. In addition, customer loyalty intention serves as firm growth strategy and competitive advantage over rivals in the market arena. It is recommended among others that managements should make customer intention a key part of their strategy to achieve organizational growth. Besides, since attraction and retention of customers contributes significantly to overall organization’s performance, managements should ensure that they preset and offer high quality products, and quality service delivery to their customers as these will ensure reduced risks of the customers witching brands to competitions product. In addition, organizations should put in place effective customer’s intention programs such as longer warranties, new ands, and recognitions to enhance their chances of retaining their valuable customers.

Nghiên cứu ý định mua hàng lặp lại trong thương mại điện tử

Repurchase intention is a very important goal for retail businesses in the competition in the 4.0 technology age. This study aims to explore the mechanism of forming repurchase intention in relation to perceived value and consumer satisfaction in e-commerce. Structural equation modeling was used to evaluate the relationship between perceived value, satisfaction, and repurchase intention. The results show that the role of satisfaction and perceived value positively affects repeat purchase intention. Research results support the means end chain theory and imply that retail businesses need to pay attention to policies to increase perceived value and satisfaction, thereby stimulating repeat purchase intentions of customers.

Who should retain the service tips? Tips retention practices and the British customers’ returning intention to the same Indian restaurants

PurposeService tip is an optional gift that is given by the customers to the waiters (or any other service staffs) for their services. Although the service tips are given to the waiters or service staffs, many restaurant owners or managements take away such gifts from the service staffs. This paper aims to identify the relationship between tips retention practice (TRP) and returning intention (RI) of the British customers to the same Indian restaurants for dining once they know that such tips are retained by the owners not by the service staffs. TRP was further divided into positive TRP (service staffs retaining the tips) and negative TRP (owners or management retaining the tips). The study further used a moderating variable (Female Customers’ Role) to test the moderating effect on the direct relationship.Design/methodology/approachThe author purposively selected 1,223 British diners who take dining services at different Indian restaurants and used a structured survey instrument to collect primary data from those selected respondents. The author used SPSS 25 for descriptive statistics and a covariance-based structural equation modeling through AMOS 25.FindingsBased on survey responses and proper statistical analysis, it was revealed that a positive TRP has a significant positive relationship with positive RI, whereas a negative TRP also has a significant positive relationship with negative RI. The results further disclosed that such a relationship can be strengthened by the Female Customers’ Role, that is, female diners are particularly reluctant in returning to those Indian restaurants where they experience a negative TRP.Originality/valueThis is one of the few empirical research attempts that have tried to reveal the dining customers’ intention toward TRPs. The author expects that the study results will contribute to upcoming investigations focusing on TRPs and policies. The author further anticipates that the study findings will guide the Indian restaurant managements in shaping their TRPs and policies.

Analysis Push-Pull Mooring Factors on Switching Intention Banking Customers

This study aims to determine the intention of conventional banking customers to switch to digital banking. The purpose of this study was to analyze the relationship between dependent switching intention, with independent variables of service quality, information seeking behavior, alternative attractiveness, and individualism level as moderation variables. This research uses the big theory approach of Push-Pull Mooring. Then this research methodology uses a quantitative approach through survey methods. Data processing using the Partial Least Square (PLS) method. The results of this study show that push variables (service quality, and information seeking behavior) have a significant influence on the switching intention, and pull variables (alternative attractiveness) have a significant influence on the switching intention, then mooring variables (individualism level) can moderate service quality variables, and alternative attractiveness, while information search behavior variables cannot be moderated, then moderation variables have an effect significant to the switching intention.

Unveiling Post Engagement Rate Using Predictive Analytics Model for Instagram Accounts of Coffee Shops in West Jakarta

During the COVID-19 Pandemic, telemedicine has had a high use rate since the government issued a policy limiting people's movement to reduce transmission. It is because telemedicine can be a way to solve this issue since it can provide and support health care when distance separates the users only using electronic communication technologies. However, through this remote assessment, patients and physicians lose the opportunity to interact in person, which might impact doctor-patient communication. Furthermore, covid-19 cases in Indonesia have shown a downward trend, making the government have no regulation limiting people's movement. Now, people can see their physicians directly for some conditions. Therefore, this research will analyze factors influencing customer intention to consult through telemedicine applications and determine which factors more significantly influence customer intention. This research is conducted through a qualitative approach by semi-structured interviews and a quantitative approach by an online survey of customers who ever experience using telemedicine applications. The researcher uses open coding to analyze the interview result and descriptive statistics and PLS-SEM to analyze the survey result. The author gets seven respondents from interviews and 317 from online surveys. The results indicate that perceived benefit, satisfaction, saving time, saving cost, and performance expectancy influence customer intention to use telemedicine applications continuously. Furthermore, satisfaction and saving costs are the factors that significantly influence customer intention to use telemedicine applications continuously. The finding of this research is expected to give insight into telemedicine applications in Indonesia about making their strategies to enhance their customer intention to use continuously.

Factors That Affecting Customer Intention To Use Telemedicine Applications Continuously After Covid-19 Pandemic In Indonesia

During the COVID-19 Pandemic, telemedicine has had a high use rate since the government issued a policy limiting people's movement to reduce transmission. It is because telemedicine can be a way to solve this issue since it can provide and support health care when distance separates the users only using electronic communication technologies. However, through this remote assessment, patients and physicians lose the opportunity to interact in person, which might impact doctor-patient communication. Furthermore, covid-19 cases in Indonesia have shown a downward trend, making the government have no regulation limiting people's movement. Now, people can see their physicians directly for some conditions. Therefore, this research will analyze factors influencing customer intention to consult through telemedicine applications and determine which factors more significantly influence customer intention. This research is conducted through a qualitative approach by semi-structured interviews and a quantitative approach by an online survey of customers who ever experience using telemedicine applications. The researcher uses open coding to analyze the interview result and descriptive statistics and PLS-SEM to analyze the survey result. The author gets seven respondents from interviews and 317 from online surveys. The results indicate that perceived benefit, satisfaction, saving time, saving cost, and performance expectancy influence customer intention to use telemedicine applications continuously. Furthermore, satisfaction and saving costs are the factors that significantly influence customer intention to use telemedicine applications continuously. The finding of this research is expected to give insight into telemedicine applications in Indonesia about making their strategies to enhance their customer intention to use continuously.

Niat Membeli dan Kepercayaan Pelanggan Online Marketplace

This research is to determine the factors that influence the purchase intention of customers or potential customers that mediated by trust in online marketplaces during the COVID-19 pandemic and entering the digital era 4.0. This study used quantitative descriptive method by distributing questionnaires to respondents. The sample used was 306 respondents. This research uses path analysis techniques with the Structural Equation Model (SEM) Partial Least Square (PLS) method with the help of SmartPLS software. The results of the direct influence hypothesis test show a significant and positive influence on each latent variable except for the results of the hypothesis test of the effect of ease on trust which has a direct but not significant and positive influence. While in the indirect influence test, latent variables have a significant and positive indirect influence, except for the indirect influence of convenience on purchase intention mediated by customer or prospective customer confidence. Thus, marketplace application business people are expected to improve digital marketing services, especially in the ease of using applications so that they can increase purchase intent that further makes transactions on marketplace applications.

An Empirical Study of YouTube advertisement impacts on young generation: An ethos of YouTube influence

In recent times, there is a remarkable increase in number of people who are using internet for different purposes, but a large number of internet user are the ones, who are the viewers at the YouTube and those who are the creators, who publish their videos and different material on YouTube. Not all factors that sway customers to think YouTube advertising is effective have been discovered. This paper listed YouTube advertising's entertainment, informativeness, customizability, and irritability can affect advertising value, brand recognition, and customer intent to buy. The conceptual model hypothesizes that ad value strategies improve brand recognition, which affects users' views of You Tube's utility and their propensity to keep buying. This study used Pakistani market and young generation which are studying in Pakistani Universities and 250 surveys were analyze variable data. Entertainment, informativeness, and customization are the strongest positive drivers, while irritation is the strongest negative driver for YouTube ads. However, YouTube's advertising value affects brand awareness and buy intent

Customer's Online Purchase Intention: the Role of Perceived Business Size and Reputation

Customer's Online Purchase Intention: the Role of Perceived Business Size and Reputation

E-Wallet Usage Intention through Technology Acceptance Model and Technology Readiness in Indonesia

Digital transformation plays an important role in affecting consumer behavior in society. One of the changes that have occurred in society can be seen in the way people buy and pay for products using e-wallets. This phenomenon is supported by the emergence of the COVID-19 pandemic which requires people to keep their distance from one another. These factors ultimately enhance the financial technology (fintech) revolution and present the habits of a cashless society. This study aims to determine the factors that influence the intention and readiness of the Indonesian people to use E-wallets through the TAM theoretical model and psychological factors of technology readiness to investigate the determinants that influence customer intentions to use E-wallet payment system. Data collection was carried out using online survey method with a purposive sampling technique. The research sample total 270 respondents with the characteristics of all Indonesian people who know and understand the E-wallet payment system and are over 18 years old. Data analysis using SEM-PLS with the help of SmartPLS 3.2.9 software. The results showed from eight hypotheses proposed, six hypotheses were accepted and two hypotheses were rejected. Technology readiness is proven to have a positive and significant effect on perceived ease of use and perceived uselfulness, but does not directly influence the intention to use E-wallets. Perceived ease of use and perceived usefulness have a positive and significant effect on attitudes which ultimately affect the intention to use E-wallets. Technology readiness and trust are shown to have an insignificant effect on the intention to use E-wallets.