Customer Mindset Research Articles

Pelayanan Islami Dalam Meningkatkan Minat Menabung Masyarakat Di Bmt Nu Cabang Guluk-Guluk Jawa Timur

Service is an act to provide comfort to customers. Good service is a service that is economically profitable and procedurally easy and enjoyable as a separate image for BMT progress by showing truly satisfying performance to customers. So it can be said that service quality has considerable influence in determining customer interest in using services which in this case is saving. Even though the desired expectations for satisfying customers from good service are not as easy as imagined. because customers do not always tell about their wishes about things that exist in the BMT structure, unless we watch ourselves and anticipate various kinds customer mindset. To facilitate understanding in this study, the researchers used qualitative research methods. By multiplying digging data sources from various literature relating to good service procedures. The data obtained by researchers in the field included interviews with the leadership of the BMT NU Guluk-Guluk Sumenep Branch to find out the service system implemented by the BMT NU. In addition, data collection techniques were carried out by researchers by means of interviews, observation and documentation. In this study, the presence of researchers is very important because researchers are human instruments as well as data collectors.

Peran Mediasi Kepuasan Pelanggan dalam Pengaruh Inovasi Produk dan Store Atmosphere Terhadap Loyalitas Pelanggan (Studi Kasus UMKM Gendang Jimbe kota Blitar)

Customer loyalty shows behavior related to products or services for the company. Customer loyalty as a customer mindset holds a favorable attitude towards the company. This study aims to determine the effect of product innovation and store atmosphere on loyalty with customer satisfaction as a mediating variable. The population in this study were customers of jimbe drum crafts with a total sample of 100 respondents. The type of data used is primary data with data sources from the results of distributing questionnaires. Data analysis technique using path analysis. The research results show that there is a significant influence between product innovation and customer loyalty, there is a significant effect between store atmosphere and customer loyalty, and there is a significant effect between product innovation and customer satisfaction. The results of the analysis also show that there is a significant influence between store atmosphere on customer satisfaction. There is a significant influence between satisfaction on customer loyalty. Satisfaction is proven as an intervening variable in the relationship between product innovation and store atmosphere and customer .

Quality Management Practices and Performance of Logistics Companies in Mombasa County, Kenya

The declining performance of logistics companies in Kenya is worrying. This is because the Communication Authority of Kenya report of 2020 indicates that there has been a consistent reduction from the year 2013 through to 2017. For the year ended December 31st in 2019, logistic companies reported a performance decline in accumulative loss before Ksh. 622 million tax. The 7% financial income reduction (Ksh. 1.0 billion) attributed to this profitability decline in the sector. Hence, low equity ratio and return on assets at -5.5% and -0.9% was reported in comparison to 3.2%. Therefore, this study seeks to ascertain how Mombasa County logistics companies’ performance is influenced by quality management practices. The specific study objectives were to examine how customer focus, process management, top management commitment and employee training influence Mombasa County logistics companies’ performance. Quality management theory, leadership contingency model and human capital theory anchored this research. Descriptive research technique was deployed. 475 management employees from Mombasa County’s logistics companies form the target population. A stratified random sampling technique was deployed. 143 participants were selected as a sample through simple random sampling technique. The questionnaires were pre-tested on 14 participants who will be excluded from the actual exercise. Reliability and Validity were tested using Cronbach’s Alpha test and ensured through the use of content validity. Content analysis tested qualitative data and descriptive statistics evaluated quantitative data. In addition, a multiple regression analysis was done. The study examined that customer focus, process management, top management commitment and employee training notably and positively influenced Mombasa County’s logistics companies. It was concluded that value for clients is provided by a customer-centric approach through giving response to their needs and wants using tailored products and services. The employees empowerment is facilitated top management commitment of logistics companies and job satisfaction levels are improved using commitment and leadership to TQM of client satisfaction through the creation of firm climate emphasizing client satisfaction and total quality. Training of employees in the organization boosts their performance and motivation rate. Employee hard skills are sharpened through training hence improving their job satisfaction and morale. The study recommended that the logistics companies should building a customer-focused culture through hiring the right employees who have a customer mindset towards keeping customers at the center of the business. The logistics companies should map their processes and document those processes using the right tools. The top management of the logistic companies should ensure each individual is aware of the company's overall strategy and goals. The management of the logistics companies should give employees the time, motivation, and opportunity to get the most out of the training.

Changing customer mindset in adopting digital financial services during the COVID-19 pandemic: Evidence from India

Digital Financial Services (DFS) have been growing steadily all over the world. The COVID-19 crisis has reinforced the need for DFS. This study aims to examine the growth of DFS in the global and Indian markets and to analyze the factors that change the mindsets and attitudes of adults towards the adoption of DFS during the pandemic. The growth of DFS is analyzed using secondary data. The changing customer mindset is studied and analyzed through primary data collected by a survey approach. The unit of analysis includes adults who use or prefer to use DFS. A total of 384 respondents, determined by Krejcie and Morgan formula, were personally interviewed. 384 is taken as sample size as this sample size avoids type II errors in the data analysis. The collected data were processed in SPSS21 software. The study results found that technological benefits (67.9%) have the most significant positive effect on changing people’s mindsets and attitudes towards DFS followed by the pandemic forces (50.7%). Peer influences (33.2%) and perceived trust (38.3%) have also affected the change in mindsets and attitudes of adults regarding DFS. But the change in mindset is significantly and positively influenced by perceived risk (50.1%) rather than affecting negatively. So, the factors are confirmed again. The factors that drive changes in mindsets and attitudes of adults towards the adoption of DFS are Pandemic Forces & Convenience, Perceived Safety and Security, User Benefits and Experiences, Peer Influences, and Perceived Trust during the pandemic.

Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods

The Likelihood-to-Recommend (LTR) question is a well-established marketing accountability metric that forms the basis of Net Promoter Score (NPS). NPS has been claimed to be a superior predictor of sales growth, which has led to widespread managerial adoption. However, academia criticized the NPS calculation because it sets arbitrary cut-off points, excludes parts of the sample, and collapses the scale into three categories; leading to calls for its abandonment. Our study explores these criticisms by systematically comparing NPS with six alternative calculation methods based on the LTR question (including alternative NPS calculations, LTR ‘top-box’, and average metrics) using 193,220 responses for seven sportswear brands. The study establishes that while NPS performs well in a comparative assessment of calculation methods, ‘top-box’ metrics perform better, undermining claims that NPS is the one number managers need to grow. In practice, managers could continue to use NPS, but there are better alternatives.

Harnessing Customer Mindset Metrics to Boost Consumer Spending: A Cross‐Country Study on Routes to Economic and Business Growth

AbstractThe relationship between customer mindset metrics (CMMs) and consumer spending has been extensively investigated at the consumer and firm level, but little is known about it at the national level, nor about how it differs between countries. Drawing on five publicly available datasets gathered in 10 European countries over 20 years, our study traces the connections between three CMMs – customer satisfaction, perceived service quality and loyalty intentions – and consumer spending, as well as examining the moderating cross‐country effects of culture, socioeconomic factors, economic structure and political–economic elements. The results show that the CMMs significantly influence consumer spending in all the countries studied, with the effects most pronounced in societies with relatively low education levels, a dominant service sector, fewer barriers to business and international trade and a foundation of survival values rather than self‐expressive values. Our findings suggest that CMMs can be used to boost not just business performance but also economic growth, and therefore have significant implications for policymakers as well as practitioners and companies.

Perception Level of BSI Customers in Meulaboh Post Account Migration

Bank BSI is known as a banking company resulting from the merger of three sharia commercial banks (Mandiri sharia, BRI sharia, and BNI sharia). There is great hope from all Indonesian people, especially for those who are Muslim, so that this BSI bank becomes a bank that brings many blessings and benefits to many people in the field of financial management. From the information obtained that since the BSI bank was inaugurated and run, there have been several complaints experienced by BSI customers in Meulaboh. Each of these complaints certainly affects the customer's mindset or perception about the BSI bank. This perception is very important for BSI bank management to know, because it can be useful for resolving any existing customer complaints or problems. BSI bank management can use this perception as a benchmark for company performance in every dimension including customer knowledge, professionalism, access, popularity, facilities, legality, products. These dimensions will be used in this study as a tool to measure and describe the extent to which the perception level of BSI customers in Meulaboh is based on demographic factors (age and gender) and non-demographic factors (occupation and income) using quantitative descriptive analysis. There are 100 respondents (BSI customers) who live in Meulaboh as a sample to fill out the research questionnaire. The result of this study is that customer perceptions based on demographic and non-demographic factors range from the medium/neutral category to the very high category. Overall all parts of the perception obtained positive results. It can be concluded from the results of the perception obtained that the community still has confidence in the complaint because it can be resolved properly by the management of the BSI bank in Aceh, especially in the Meulaboh area

The use of Net Promoter Score (NPS) to predict sales growth: insights from an empirical investigation

Net Promoter Score (NPS) has been widely adopted by managers as a measure of customer mindset and predictor of sales growth. Over time, practitioners have evolved the use of NPS from its original purpose as a transaction-based customer loyalty metric, towards a metric for tracking overall brand health which includes responses from non-customers. Despite enduring managerial popularity, academics remain skeptical of NPS, citing methodological issues and ongoing concerns with NPS measurement. This study re-visits the use of NPS as a predictor of sales growth by analyzing data from seven brands operating in the U.S. sportswear industry, measured over five years. Our results confirm—within the context of our study—that while the original premise of NPS is reasonable, the methodological concerns raised by academics are valid, and only the more recently developed brand health measure of NPS (using an all potential customer sample) is effective at predicting future sales growth.

Sport-utility vehicle prediction based on machine learning approach

Data mining and machine learning analytics in manufacturing field is one of the major research fields in Information Technology with a lot of challenges. The goal of this research is to design a categorical solution to decide whether a customer is eligible and interested to purchase a sport-utility vehicle (SUV) based on the available data from the previous records collected from the banks. The data from different customers across various ages who have purchased the sport-utility vehicle earlier are collected and used in building a solution for this logistic model. A range of age and an estimated salary across different ages are the dependent factors in building this model. In addition, this model will predict the binary logistic outcome to show whether a customer can purchase a sport-utility vehicle or not. By enhanced cloud platform with larger volume of data keeping the algorithm remains the same using machine learning deployment for predicting the customer mindset in purchasing a sport-utility vehicle.

Empirical generalisations in customer mindset metrics

AbstractTwo very well‐known empirical generalisations in marketing are Double jeopardy (DJ) and the duplication of purchase law (DoP). These generalisations provide important insights into consumer buying behaviour but require ongoing replication and extension to determine the conditions under which they hold. Surprisingly, despite growing recognition of the role of customer mindset metrics in brand choice, DJ, and DoP have not been extensively tested within this context. We therefore analyse survey data (n = 1862) in three repertoire and two subscription markets to determine whether two key mindset metrics, brand awareness and brand consideration, also follow DJ and DoP patterns. Our study successfully demonstrates that brands with low recognition suffer twice with lower unaided brand recall and lower purchase consideration. While brand recall and consideration follow a linear DJ trend, brand recognition and consideration follow an exponential DJ trend. We also confirm the existence of Duplication of Awareness and Duplication of Consideration patterns. Brands share greater awareness or consideration levels with other highly recognised or considered brands than with lowly recognised or considered brands. However, contrary to the DoP law, we find consistent market partitioning, with category buyers who are aware of, or consider smaller brands also being aware of, or considering other smaller brands at a slightly greater rate than expected. We provide possible explanations for differing DJ slopes and duplication partitions, as well as theoretical and managerial implications.

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

PurposeThis paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if so, how and why? Moreover, this paper contributes to CX research by analyzing the customer mindset from three perspectives: emotions, employment and expectations (EEE).Design/methodology/approachWe critically review current CX practices and investigate the impact on how customers perceive services in this time of crisis.FindingsBased on this critical analysis, we discuss implications for research and practice with reference to the example of the luxury industry with its historical emphasis on the CX. This discussion leads to related propositions and research directions through Corona and beyond.Originality/valueWe investigate the current customer mindset in more detail, which we divide into three main themes: emotions, employment and expectations (EEE).

Social Media's Impact on the Consumer Mindset: When to Use Which Sentiment Extraction Tool?

User-generated content provides many opportunities for managers and researchers, but insights are hindered by a lack of consensus on how to extract brand-relevant valence and volume. Marketing studies use different sentiment extraction tools (SETs) based on social media volume, top-down language dictionaries and bottom-up machine learning approaches. This paper compares the explanatory and forecasting power of these methods over several years for daily customer mindset metrics obtained from survey data. For 48 brands in diverse industries, vector autoregressive models show that volume metrics explain the most for brand awareness and purchase intent, while bottom-up SETs excel at explaining brand impression, satisfaction and recommendation. Systematic differences yield contingent advice: the most nuanced version of bottom-up SETs (SVM with Neutral) performs best for the search goods for all consumer mind-set metrics but Purchase Intent for which Volume metrics work best. For experienced goods, Volume outperforms SVM with neutral. As processing time and costs increase when moving from volume to top-down to bottom-up sentiment extraction tools, these conditional findings can help managers decide when more detailed analytics are worth the investment.

Identifikasi Variabel yang Berpengaruh terhadap Kinerja Pemasaran dan Indikator Kinerja Pemasaran untuk Industri Hotel

This article discusses marketing performance by identifying marketing mix variables that influence marketing performance and its indicators in the hotel industry. The purpose of this writing was to find the correlation between marketing mix with marketing performance and signs in the hotel industry. This article was expected to extend the insights and provide valuable suggestions for future researches. The method applied in this article was a literature study. The literature study was used systematically towards 24 research articles in the field of marketing performance that written from 2000 to 2018. Based on the results and discussion, it could conclude that marketing mix variables influence marketing performance that covers product, price promotion, and distribution channel. This research also identifies three selected indicators for marketing performance in the hotel industry. Those indicators include customer mindset, expression of customer preference, and customer behavior. The potential future research, among others, is a research that will employ marketing performance indicators that suitable to other service industries.

Mahindra Trucks & Bus Division: Building a Marketing Plan

Mahindra Trucks and Bus Division (MTBD) of Mahindra & Mahindra is at an interesting stage of its evolution. Having gone through a bad patch with a product that was not quite up to the mark, it appears to have got the product right by early 2018 and truck sales had been going up in the country for the previous four years. While Mahindra & Mahindra as a company is a large firm with revenues of more than USD 15 billion, MTBD itself is a small player (INR 2400 crore, USD 350 million) within the firm and in an Indian truck industry that is dominated by goliaths, Tata Motors and Ashok Leyland that between them had more than 81% market share and a customer mindset that was loath to leave the comfort of a known brand. The case provides data on product specifications, prices, marketing communication, channels, positioning, the context and competition. The intention is to use the case to go through the steps involved in evaluating and developing and creating a marketing plan for MTBD to increase its market share from the 4% in 2018 to an intended 8% in 2022.

Improving customer profit predictions with customer mindset metrics through multiple overimputation

Research and practice have called for the incorporation of customer mindset metrics (CMMs) to improve the accuracy of models that predict individual customer profits. However, as CMMs are self-reported data, collected through customer surveys, they are seldom available for a firm’s entire customer database and in addition always measured with some degree of error. Their usage in models for individual-level predictions of customer profit has therefore proven challenging. We offer a solution through a new method called multiple overimputation (MO). MO treats missing data as an extreme form of measurement error and imputes the CMMs for both customers with observed, albeit with measurement error, as well as missing values, that are then included as predictors in a model of individual customer profits. Through a simulation study, empirical application in the pharmaceutical industry, and a customer selection exercise, we demonstrate the predictive and economic value of applying MO in the context of CRM.

Dynamic Capabilities for Open Innovation: The Role of Customer Mindset in Launching an Internet TV

This paper aims at revealing the influence of dynamic capabilities on open innovation in the context of TV broadcasters and at disclosing the importance of customer mindset, when launching an Internet TV project. Accordingly, the paper proposes a theoretical framework which links customer’s mindset in industries to dynamic capabilities for open innovation in the case of launching an Internet TV. The data has been collected from Lithuanian TV broadcasting industry. The results elaborated with Maxqda software imply that the launch of an Internet TV is not only the output of classic external and internal drivers, called company’s dynamic capabilities, but is also the result of customers’ mindset in sensing, seizing, and reconfiguring activities.

The Complexity of Mapping Customer Needs... (and the Myth of a Unanimous Customer)

Axiomatic Design and Complexity Theory as described by Suh focus heavily on the coupling often found in functional requirements. This is so fundamental to the analysis of the design that it is the core of the Axiom of Independence which examines the coupling between functional requirements due to chosen design parameters. That said, the mapping between customer needs and functional requirements is often overlooked. In this paper we consider coupling, found due to this mapping, as a possible source of complexity in terms of a user interface to a designed product. We also re-examine the methodology of how customer needs are generated and translated into the other domains to understand how they can give further insight into the customer mindset. Based on this analysis, we believe customer domain complexity should always be examined in design that includes end-user interaction.

Considerations for avoiding commoditisation in the automotive industry - analysis of factors that enhance customisation

The automotive industry has been achieving profits by creating new value through innovations while the Japanese consumer electronic industry has been suffering from low profitability due to commoditisation. To analyse the factors helping the automotive industry avoid commoditisation, this study focuses on optional parts sales as a means to provide new customer value. It conducts customer surveys to analyse customisation and the effectiveness of directly managed stores' explanations of such value. The results suggest that customers favour customisation, and that directly managed store explanations encourage a performance-oriented customer mind-set, resulting in price increases. Thus, a mechanism is established in the automotive industry where the value created is explained to customers. This mechanism then contributes to price increases. From this, there are implications on ways to avoid commoditisation: 1) create new customer value; 2) enhance customisation to provide new value; 3) establish a value communication mechanism that encourages a performance-oriented mind-set.

Considerations for avoiding commoditisation in the automotive industry - analysis of factors that enhance customisation

The automotive industry has been achieving profits by creating new value through innovations while the Japanese consumer electronic industry has been suffering from low profitability due to commoditisation. To analyse the factors helping the automotive industry avoid commoditisation, this study focuses on optional parts sales as a means to provide new customer value. It conducts customer surveys to analyse customisation and the effectiveness of directly managed stores' explanations of such value. The results suggest that customers favour customisation, and that directly managed store explanations encourage a performance-oriented customer mind-set, resulting in price increases. Thus, a mechanism is established in the automotive industry where the value created is explained to customers. This mechanism then contributes to price increases. From this, there are implications on ways to avoid commoditisation: 1) create new customer value; 2) enhance customisation to provide new value; 3) establish a value communication mechanism that encourages a performance-oriented mind-set.

Customer orientation as a psychological construct: evidence from Indian B-B salespeople

PurposeThe purpose of this paper is to extend Zablah et al.’s (2012) findings regarding the proper way to treat customer orientation (CO) to the study of CO among B-B salespeople in one of the most important emerging economies, India.Design/methodology/approachThe authors of this study hired a professional market research firm based in Chennai, a large metropolitan city in Southern India, to manage data collection. The authors used a competing models approach to test the relationship between constructs.FindingsCO among frontline employees operating in one of the largest emerging economies is best treated as a psychological construct that is both directly and indirectly related to performance via its ability to reduce stress and improve engagement. This finding strengthens the view of CO as a universal human work value and, more broadly, that such values operating across different cultural setting do exist. In addition, external customer mindset appears to offer a superior means to measure CO than does the widely used CO component of the SOCO scale. This conclusion is based not only upon the fact that it conceptually corresponds with the psychological nature of CO, but also that in this initial examination it exhibits a greater ability to explain employee job performance.Originality/valueManagers who are able to screen and hire employees with greater CO work values should experience improved performance outcomes and also less customer ambiguity and greater satisfaction among their frontline employees. Since CO proscribes the proper way to deal with customers, greater levels of CO beliefs would counteract customer ambiguity among frontline employees operating in any environment. Accordingly, when filling frontline positions, managers should actively seek out employees who earnestly embrace the role of taking care of customers. Managers are advised to not only emphasize on salespeople whose foremost role is to take care of their customers but also to find ways to familiarize them with their products and to provide them with information regarding customer characteristics such as their background, the relationship history (especially past service and product failures), and unique preferences.