Customer Perceptions Research Articles

Assessing the Customer Perception of Quick Response (QR) Code Application and their Purchase Intention in Penang's Casual Dining Restaurants, Malaysia

In the era of globalization, some individuals no longer need the physical presence of a human to place an order due to extensive technological advancements that have triggered the use of contactless systems such as QR codes. QR codes represent modern technology that is easy to use by simply scanning the QR code at the guest table providing an easier way to access the restaurant menu. Hence, this study aims to assess the customer’s perception of the usefulness of QR code usage at casual dining restaurants and how the ease of use of QR code applications at casual dining restaurants affects their purchase intention. These factors play a crucial role in any technology-driven initiative's long-term adoption and success. Online questionnaires collected data from 299 valid respondents who have experience scanning QR code at particular casual dining restaurants. The findings indicate that the use of QR codes may have significantly influenced customers' purchase decisions, especially among the younger generation. One key reason cited is the ease of reviewing the menu through the QR code system. Therefore, it is recommended that the food service industry must be more accepting of this technology to gain significant advantages from its implementation. Overall, the study clarifies the potential positive aspects of using QR code ordering systems in restaurants and how they might meet the interests and demands of various client segments. Contactless technologies like QR codes are probably going to play a big part in the foodservice sector's continued evolution in terms of improving customer experiences and optimizing business processes.

Prawne i praktyczne aspekty dotyczące przetwarzania danych osobowych w procesie rekrutacji

The subject of this article is to identify good practices, occurring risks and irregularities in the processing of personal data of job candidates as part of the employee recruitment process and to develop principles for verifying the correctness of the functioning of this process as a tool supporting the audit task. The recruitment process and the associated staff turnover is one of the key areas where the employer should ensure the organizational and legal security of the processed personal data, which undeniably affects its professionalism and the perception of external customers, such as job candidates. The uniformity of the legality of this process is influenced by both national labor laws and EU regulations. The key principles to ensure the compliance of processed data with the requirements of labor laws in the recruitment process are the principle of data minimization and storage limitation, as well as the processing of personal data of job candidates by persons only authorized by the employer, who have committed themselves to the principles of confidentiality and impartiality. The above is also related to the implementation of the controller’s information obligations to job candidates and their correlation with the actual processing of personal data by the controller and its authorized personnel.

Features of consumer perception of product innovations

The article examines the phenomenon of consumer perception of product innovations in order to identify features determined by modern market conditions. The purpose of the study is achieved by analysing the specifics of customer perception of: the degree of product innovativeness; product innovations in the framework of information overload and amid high intensity of their introduction to the market. As a result of the research, the following features of the сonsumer perception, characteristic of modern market conditions, are identified: subjectivity of perception of the product innovativeness; actualisation of the phenomenon of information neglect in conditions of information overload of consumers and the phenomenon of consumer stupor within the framework of high intensity of product innovations being introduced to the market. The work proves the need to study the psychology of perception of innovations by potential consumers in the process of developing and introducing a new product deeply and comprehensively, in particular, to study cognitive, value, need-motivational systems as well as the characteristics of behaviour patterns of consumers of innovative products. Only in this case it is possible to create a product innovation that is truly needed and therefore quickly and easily accepted by the market.

Examining how customers perceive community pharmacies based on Google maps reviews: Multivariable and sentiment analysis

ObjectiveThis study aims to understand customer perceptions of community pharmacies utilizing publicly available data from Google Maps platform. Materials and methodsPython was used to scrape data with Google Maps APIs. As a result, 17,237 reviews were collected from 512 pharmacies distributed over Riyadh city, Saudi Arabia. Logistic regression was conducted to test the relationships between multiple variables and the given score. In addition, sentiment analysis using VADER (Valence Aware Dictionary for Sentiment Reasoning) model was conducted on written reviews, followed by cross-tabulation and chi-square tests. ResultsThe Logistic regression model implies that a unit increase in the Pharmacy score enhances the odds of attaining a higher score by approximately 3.734 times. The Mann–Whitney U test showed that a notable and statistically significant difference between “written reviews” and “unwritten reviews” (U = 39,928,072.5, p < 0.001). The Pearson chi-square test generated a value of 2991.315 with 8 degrees of freedom, leading to a p value of 0.000. DiscussionOur study found that the willingness of reviewers to write reviews depends on their perception. This study provides a descriptive analysis of conducted sentiment analysis using VADAR. The chi-square test indicates a significant relationship between rating scores and review sentiments. ConclusionThis study offers valuable findings on customer perception of community pharmacies using a new source of data.

Optimize Brand Culture Positioning to Improve Customer Perception of Brand Image and Purchase Intention

Optimize Brand Culture Positioning to Improve Customer Perception of Brand Image and Purchase Intention

Assessment of Health Values, Beliefs, Norms, and Behavior towards Consumption Intention of 3D-Bioprinted Meat.

Continuous innovation in product development further enhances consumer appeal and contributes to a more sustainable and ethical food system. This study used the health belief model (HBM) and value-belief-norm (VBN) theory to investigate the customer perceptions of and intentions towards 3D-bioprinted meat. Specifically, this study examined consumer behavior factors using higher-order partial least squares structural equation modeling (PLS-SEM). Data were collected from 738 meat consumers through online survey questions, distributed among social groups and face-to-face distribution-limiting only to respondents who are familiar with 3D-bioprinted meats. Using a filtering question, only those who are familiar with and have knowledge of the topic were considered valid respondents. Based on the results, all variables under the integrated theories were deemed significant. Consumers' perceptions of 3D-bioprinted meat are also shaped by altruism, egoism, biospheric concern, and willingness to change. The findings revealed that buyers rationally choose benefits over social or personal values. The study emphasized educating consumers, being transparent about production, and constantly innovating for higher acceptance of 3D-bioprinted meat. In order to foster consumer confidence, it is essential to prioritize transparency in the production process, encompassing information regarding sourcing and manufacturing methods. Certifications that validate safety and quality standards serve to reinforce this notion. In addition, the implementation of competitive pricing strategies has the potential to enhance the accessibility of 3D-bioprinted meat, whereas industry partnerships can aid in distribution operations and improve market visibility-all of which extend the practical implications developed for this study. Moreover, the foundation of the integrated framework promotes its extension and application outside technology-based meat production. This could also be considered and utilized among other studies on developed food and food consumption.

Security matters: Empowering e-commerce in Sri Lanka through customer insights

In the fast-paced, post-COVID digital world, e-commerce presents promising prospects for significant advancement. However, customers often feel uncertain due to persistent concerns about the robustness of security measures safeguarding e-commerce platforms. The primary objective of our study was to identify factors affecting the security of e-commerce platforms based on the perceptions of Sri Lankan customers. This research was conducted using data collected from Sri Lankan e-commerce users via both online and offline surveys. An ordered probit regression model was utilised, demonstrating that transaction security, privacy, vendor system security, and platform quality positively impact the perceived security of e-commerce. The e-commerce industry in Sri Lanka is expected to see growth and an increased user penetration rate. The findings of this study are anticipated to assist e-commerce business owners and policymakers in addressing critical security issues, namely vulnerabilities in transactional security, low privacy, inadequate system security, and poor e-commerce platform quality. These improvements are expected to build trust and credibility among consumers, maximising e-commerce success.

Customer’s perception towards green marketing in Kathmandu Valley

This study examines the factors influencing customer perception towards green marketing in Kathmandu Valley. Customer’s perception is the dependent variable. The selected independent variables are eco-brand, eco-labeling, green advertisement, green packaging, environmental awareness and green product value. The primary source of data is used to assess the opinions of the respondents regarding customer’s perception towards green marketing in Kathmandu Valley. The study is based on primary data with 143 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The correlation coefficients and regression models are estimated to test the significance and importance of eco-brand, eco-labeling, green advertisement, green packaging, environmental awareness and green product value on customer’s perception towards green marketing in Kathmandu Valley. This results showed that green packaging has a positive impact on customer’s perception towards green marketing. This indicates that green packaging of products stimulates the customer’s perception towards green marketing. Likewise, eco-labelling has a positive impact on customer’s perception for green marketing. It indicates that increase in eco- labeling directs customer’s perception towards green marketing. Furthermore, green product value has a positive impact on customer’s perception for green marketing. It reveals that green product value stimulates customer’s perception towards green marketing. Similarly, green advertisement has a positive impact on customer’s perception for green marketing. It means that green advertisement drives customer’s perception for green marketing. Similarly, eco-brand has a positive impact on customer’s perception towards green marketing. It means that eco-brand stimulates customer’s perception towards green marketing. In addition, environmental awareness has a positive impact on customer’s perception for green marketing. It means that products concerning environmental awareness drives customer’s perception towards green marketing.

The Influence of Electronic Word of Mouth, Customer Perception and Green Brand Image on Green Purchase Decision with Mediation of Green Attitude on Products Local Green Coffee Shop

This research was conducted to determine the perceptions and attitudes of the public from purchasing products at the Local Green Coffee Shop. Through the variables of Electronic Word Of Mouth, Customer Perception, Green Brand Image to Green Purchase Decision which is mediated by Green Attitude on local green coffee shop products. The object of this research is someone who is active in social media and transacts at a local Green Coffee Shop, domiciled in Jabodetabek, Bandung, Surabaya and Bali. This research was conducted by 125 respondents. This study uses purposive sampling techniques to measure the perceptions and attitudes of the sample. The Structural Equation Model (SEM) was used along with the SmartPLS 4.0 analysis tool. The results showed that Electronic Word Of Mouth has a positive and significant effect on Green Purchase Decision; Customer Perception has a positive and insignificant effect on Green Purchase Decision; Green Brand Image has a positive and significant effect on Green Purchase Decision; Green Attitude positively and significantly mediates the relationship between Electronic Word Of Mouth and Green Purchase Decision; and Green Attitude positively and insignificantly mediates the relationship between Customer Perception. The findings of this study are expected to serve as a reference for coffee shop owners and teenagers who want to establish a Green Coffee Shop.

Understanding customer’s post-M&amp;A intentions and behaviors: the role of the family business brand and previous reputation of the acquiring firm

Purpose Mergers and acquisitions (M&amp;As) are a critical time for organizations and their consumers. For the company, there are many financial and non-financial risks. For customers, it requires deciding whether or not to continue the relationship that they had with the previous firm. This paper explores the extent to which communicating the family business (FB) brand, and the previous reputation of the acquirer affects customer perceptions and intentions after an M&amp;A event.Design/methodology/approach Data for this study were collected from 159 Italian participants. We used a 2 (Communication of FB brand: Yes vs. No) by 3 (Reputation: positive, neutral, negative) between subjects’ experiment to test how the communication of the FB brand and the reputation of the acquirer affected perceived trustworthiness and service quality, and how this, in turn, influenced customer purchase intentions.Findings We find that communicating the FB brand does not influence consumer perceptions and intentions toward the acquired company. However, the previous reputation of the acquiring firm is critical in influencing consumer perceptions and intentions to buy.Originality/value Our study continues the growing research on M&amp;A in family firms. It also increases our understanding of the boundary conditions of the FB brand effects, and the relevance that the previous reputation of a family firm can have in M&amp;A scenarios. Finally, our study introduces the “Halo” and “Velcro” effects into the FB literature.

Examining the Nexus Between Customer Engagement and Satisfaction: Evidence from A Selected Retail Bank in South Africa

In the current retail banking environment, effective customer engagement is crucial for the success of organizations, impacting customer satisfaction, loyalty, and overall business performance. Given the competitive landscape and evolving customer expectations, it is essential for banks, especially Absa bank in South Africa, to understand the dynamics of customer engagement. This study aims to investigate how customer engagement initiatives influence customer satisfaction at Absa bank in the Durban area to provide strategic insights for enhancing competitiveness. Using theoretical frameworks such as Sashi's customer engagement cycle and Gronroos' model of service quality, this research explores the relationship between communication strategies related to organizational change and customer satisfaction levels at Absa bank in Durban. A quantitative research approach was employed, utilizing a structured questionnaire survey and convenience sampling to gather data from walk-in clients at various Absa bank branches. Statistical analyses, including descriptive and inferential methods, were used to analyze the data and test hypotheses. The results of the study offer valuable insights into customer preferences and expectations in the retail banking sector. Customers appreciate consistent messaging across different engagement channels and value personalized communication from the bank. Personalized calls, follow-up phone calls, and nonverbal cues such as a firm handshake were found to significantly impact customer perceptions and satisfaction with Absa bank's services. Customers display a high level of trust, satisfaction, and engagement with Absa bank, indicating the success of its customer engagement initiatives. The study also emphasizes the importance of social media in enhancing positive word-of-mouth and shaping consumer perceptions. Based on these findings, it is recommended that Absa bank implements a proactive customer engagement strategy focused on providing positive and personalized experiences to its existing customers. Key strategies include tailoring customer interactions, soliciting feedback, introducing loyalty programs, and utilizing various engagement platforms.

Customer perceptions on open banking apps: Insights using Structural topic modeling

Open Banking Apps (OBA) are reshaping the financial landscape by blurring the line between technology services and traditional banking. Literature on OBA has overlooked post-adoption experience. We collected 89,788 customer reviews from the Google Play store and employed Structural Topic Modeling (STM) to extract the themes of discussion around OBA. We also explored the determinants of customer satisfaction based on the topics of discussion and review metadata. Our study highlights that Customer Service, Ease of User Interaction, and Digital Support have a positive impact on satisfaction, while Account Navigation and Personalized User Experience have a negative impact. The insights gained will aid business managers of OBA in making strategic decisions to improve customer satisfaction.

The Relationship between Service Quality, Customer Satisfaction, Customer Perceptions, and Brand Loyalty at Nestle Indonesia Official Store in Shopee

Customer loyalty is a crucial factor for achieving long-term profitability by fostering strong relationships with customers. Loyal customer exhibit behaviors such as repeat purchases, willingness to recommend the company’s products, and resistance to competitor offerings. The level of satisfaction with the services provided by a company is initial predictor of customer loyalty behavior. Nestle Indonesia’s new strategy of opening online stores through major e-commerce platforms in Indonesia has increased opportunities for customers to access the company’s products. However, Nestle’s customers have faced issues in their online shopping experience due to a significant gap between their expectations and the actual performance of Nestle’s service quality. This study aims to examine the relationship between service quality, customer satisfaction, customer perception, and brand loyalty using a path analysis approach based on Partial Least Square (PLS). Data was collected by distributing questionnaires to 400 customers, determined using the Slovin formula. The sampling technique used for these 400 customers was purposive sampling. The results of this study indicate that Nestle’s service quality is perceived as suboptimal, particularly in terms of reliability and responsiveness. This has led to low customer satisfaction, poor customer perception of Nestle, and consequently low customer loyalty. The influence of service quality, customer satisfaction, and customer perception on customer loyalty is 90.9%, and customer perception shows as a mediating variable between service quality and brand loyalty.

Comparison of Consumer Ethics Perception of Islamic Banking Customers with Conventional Banking Customers of Turkey: A Study from Turkish Banking System

Abstract Objectives: This study compared consumer ethics perceptions between Islamic and Conventional Banking customers in Turkey and examined the relationship between risk and ethics in both groups. Methods: A survey was conducted with 419 banking customers (276 Conventional, 143 Islamic) between March 2023 and March 2024, using the Risk Perception Scale and Ethical Behaviour Scale, along with demographic and bank usage characteristics. Results: Results showed no significant difference in total risk perception levels between the two groups (p&lt;0.05). Islamic Banking customers exhibited significantly higher levels of passive benefitting, active benefitting, and overall ethics (p&lt;0.05). For Conventional Banking customers, risk perception was negatively correlated with passive benefitting (r=-0.175; p&lt;0.01), active benefitting (r=-0.184; p&lt;0.01), and total ethics perception (r=-0.192; p&lt;0.01). Passive benefitting significantly impacted the risk perception of Conventional Banking customers (OR=-0.06; p&lt;0.05). Among Islamic Banking customers, risk perception was positively correlated only with deceptive legal practices (r=0.170; p&lt;0.05), which did not significantly affect their risk perception (p&gt;0.05). Conclusion: Islamic Banking customers have a higher level of ethical perception and prioritize ethical issues more than Conventional Banking customers. While ethical perceptions significantly influence the risk perceptions of Conventional Banking customers, they do not affect the risk perceptions of Islamic Banking customers. Keywords: Islamic banking, Risk perception, Ethics.

Customer's Perception regarding Customer Retention Strategies Adopted by HDFC Bank: An Empirical Investigation

Customer's Perception regarding Customer Retention Strategies Adopted by HDFC Bank: An Empirical Investigation

Self-Service Hotel Check-In: Is There Still a Role for the In-Person Experience?

ABSTRACT This study investigated the short service encounters of hotel guests’ in-person versus self-service technology (SST) check-in experiences based on their perceptions of the check-in significance and impact on service and relationship outcomes. Guests (n = 378) completed an intercept survey at four mega-resorts immediately after check-in. Based on social cognitive theory, a research model was developed and tested using PLS-SEM. Check-in significance was an important personal psychological factor in customer perceptions, influencing their service quality evaluation, satisfaction, intention to engage, and trust the service provider. Emotional engagement intention served as a partial mediator. Multi-group analysis showed a significantly higher effect of in-person check-in on customer satisfaction and intention to emotionally engage with employees compared to SST check-in. Theoretical and practical contributions to customer relationship management are presented.

The Drivers of Omnichannel Shopping Intention: Assessing the Role of Gender as a Moderator in Apparel Industry

The purpose of this study is to explore the influence of the drivers of omnichannel retailing on omnichannel shopping intention and the role of gender as a moderator in the retailing apparel industry. The findings highlight the significance of customer perception of research shopping (including showrooming and webrooming) behaviors, compatibility, and risk to their intention towards omnichannel shopping, implying a profound understanding of designing an effective omnichannel retailing strategy. This study adopted the quantitative research method approach. The data were collected through a survey method using a close-ended questionnaire. The sample for this study were the individuals who have done shopping in three months period – from the last three months till the time of data collection, physically or virtually. The data were analyzed using Statistical Package for Social Sciences (SPSS) version 23 and Smart PLS. Regression techniques and correlation factor analysis and reliability test were the top priority in data analysis. The study expands the understanding of omnichannel shopping intention and its drivers while assessing gender as a moderator.

Assessing The Effect of Digital Banking Services on Retail Banking Customers’ Satisfaction Levels in Lusaka’s Central Business District

Digital banking platforms have improved the way banks deliver their services to clients which has resulted in the gradual movement from brick and mortar to the use of digital applications such as mobile phones, iPads, laptops and ATM machines. The purpose of this study was to assess the effect of digital banking on retail banking customer service satisfaction levels in Lusaka Town. The study was guided by three objectives which were; to determine customers’ perception of the reliability of digital banking services in Lusaka Central Business District; to assess customers’ perception of the responsiveness of digital banking services in Lusaka Central Business District and, to examine customers’ perceptions of the security of digital banking services in Lusaka Central Business District. This study investigated customers' perceptions of digital banking services, focusing on reliability, responsiveness, and security, using a quantitative approach. Simple random sampling was used to collect data using a structured questionnaire with 5-point Likert scale. The researcher ensured that the respondents remained anonymous to avoid bias and that whatever information they provided would be treated with confidentiality. The researcher did not influence the responses provided by the respondents in anyway. The sample size was 150 and 140 respondents who are bank customers in Lusaka Central Business District responded. The response rate was 93.33%. The data was analysed using descriptive statistics, ANOVA, hierarchical regression, and correlation analysis. The findings reveal that customers generally perceive digital banking services positively in terms of reliability and responsiveness, with significant associations found between these factors and overall customer satisfaction. However, concerns remain regarding security, despite moderate confidence in digital banking security measures. The study underscores the importance of trust, transparency, and technological advancement in shaping customer perceptions. Recommendations for further research include exploring the impact of AI technologies, regulatory frameworks, and demographic differences on digital banking adoption and satisfaction. These findings contribute to understanding customer behaviour in digital banking and inform strategies for enhancing service delivery and customer experience in the financial sector.

Integration of business intelligence and marketing: Enhancing corporate reputation in the financial services sector

This investigation extends into the intricate fabric of customer-based corporate reputation within the banking industry, applying advanced analytics to decipher the nuances of customer perceptions. By integrating structural equation modeling, particularly through SmartPLS4, we thoroughly examine the interrelations of perceived quality, competence, likeability, and trust, and how they culminate in customer satisfaction and loyalty. Our comprehensive dataset is drawn from a varied demographic of banking consumers, ensuring a holistic view of the sector’s reputation dynamics. The research reveals the profound influence of these constructs on customer decision-making, with likeability emerging as a critical driver of satisfaction and allegiance to the bank. We also rigorously test our model’s internal consistency and convergent validity, establishing its reliability and robustness. While the direct involvement of Business Intelligence (BI) tools in the research design may not be overtly articulated, the analytical techniques and data-driven approach at the core of our methodology are synonymous with BI’s capabilities. The insights garnered from our analysis have direct implications for data-driven decision-making in banking. They inform strategies that could include enhancing service personalization, refining reputation management, and improving customer retention efforts. We acknowledge the need to more explicitly detail the role of BI within the research process. BI’s latent presence is inherent in the analytical processes employed to interpret complex data and generate actionable insights, which are crucial for crafting targeted marketing strategies. In summary, our research not only contributes to academic discourse on marketing and customer perception but also implicitly demonstrates the value that BI methodologies bring to understanding and influencing consumer behavior in the banking sector. It is this blend of analytics and marketing intelligence that equips banks with the strategic leverage necessary to thrive in today’s competitive financial landscape.

Delighting customers: Evaluating service quality and customer satisfaction of self-checkout users in sports retail

Digitalization has transformed dynamics across all fields, and technology has completely changed the customer experience. One prominently utilized technology in offline retail is self-checkout services. The present study intends to investigate the attributes that influence people to use self-checkout services and assess their impact on service quality and customer satisfaction. Drawn from Dabholkar’s attribute-based model, the study employs a positivist approach to test the conceptual framework. After the preliminary survey of 330 respondents, it identified ninety-nine consumers who had used the self-service check-out facility. The data collected were analyzed using a multi-variate technique – Partial Least Squares Structural Equation Modeling (PLS-SEM) – owing to the small sample size requirement. All independent variables taken for the study positively affect the service quality. Customer perception of control, ease of use, reliability, enjoyment, speed, adventure, and openness positively affect service quality. It was noted that ease of use, with a variance value of 2.451, and openness to experience, with a variance value of 2.437, show the importance of determining independent variables with service quality. The study findings reported that service quality is primarily influenced by ease of use, enjoyment, and openness to experience. It underlines that some retail customers will likely feel frustrated rather than enjoy the self-service technology, perceiving it as less reliable. The study suggests incorporating openness to experience and adventure shopping in retail outlets that can enhance consumer satisfaction and loyalty. Adopting an immersive and interactive shopping experience will ultimately improve the perception of service quality and customer happiness.