Customer Intention Research Articles

Customer Intent Mining from Service Inquiries with Newly Improved Deep Embedded Clustering

Discovering customer intents from text or speech data plays a vital role in text mining and automated dialogue response. It is challenging to process thousands of customer interactions daily. Deep Embedded Clustering (DEC) and Improved DEC (IDEC) with Kullback–Leibler loss handle a lot of data inefficiently due to the asymmetric nature of the loss. To address the challenge, an unsupervised learning approach to discover intents and automatically produce the labels from a collection of unlabeled utterances in the context of the banking domain is proposed. The proposed approach focuses on improving both architectures of DEC and IDEC by combining the Jensen–Shannon (JS) divergence to simultaneously learn feature representations and cluster assignments, and the Second-order Clipped Stochastic Optimization (Sophia). Then, a set of intent labels for each cluster is generated by using a dependency parser in the second stage. Experimental results showed that the proposed approach is capable of generating meaningful intent labels and short text clustering with high performance.

A Study on Analyzing the Correlation between Social Media Influences and Customers Intention to Buy in the Luxury Market

A Study on Analyzing the Correlation between Social Media Influences and Customers Intention to Buy in the Luxury Market

Effect Of Social Media Marketing Communication On Customer Behavioral Intention Of Fast-Food Restaurant Chain Customers In Sri Lanka: Brand Image As A Mediator

Effect Of Social Media Marketing Communication On Customer Behavioral Intention Of Fast-Food Restaurant Chain Customers In Sri Lanka: Brand Image As A Mediator

EXAMINING EFFECTIVE ELECTRONIC WORD OF MOUTH IN SOCIAL MEDIA ON THE CUSTOMER’S PURCHASE INTENTION: A QUANTITIVELY APPROACH IN LIBYANS’ MARKETS

The purpose of this paper is to provide a comprehensive research of the effects social media developed in an essential part of marketing strategy for its ability to generate co-created value by EWOM. As a result of the advanced Technological revolution, the industries operations have grown a unique rate and creating multiple opportunities for marketing in online backgrounds. Recently, Technologies have been involved within modern marketing activities to promote their products and services and its approach is to evaluate products and services availabilities by using various platforms like social media, online review websites, blogs and discussion forums in the form of visual information. At the present time, social media has developed in an essential part of marketing strategy for its ability to generate co-created value, to interactively connect brands to consumers, to monitor brand-related discussions and sentiments, to guide consumers in the decision-making process, to activate Electronic Word of Mouth interactions, and transform consumers into brand supporters. This study highlights the role of key various digital channels by using applications of social media to be examined on the consumer buying decisions and intention with a mediating effect of the EWOM. It carried out A quantitative research approach was used to achieve objectives and examine the hypothesized research framework by using a questionnaire in the retailing sector. A total of 384 valid responses were considered for further analysis by using SSPS 21 software to conduct the key analyses. The results revealed the significant effect and role of all digital channels on the consumers buying decisions, with the moderated role of the EWOM on the effect of digital channels on consumer buying decisions. The study offers additional contributions to the existing literature and supports the assumptions to provide a better grasp about the study topic. Its originality and a unique approach for data collecting and using the schema theory of e-WOM to understand the phenomenon of social media influence on customers intention of destination services / brands.

Metaphorical effects of advertising in different types of hotels: evidence from eye-tracking

PurposeThis study aims to explore the attraction, influence and persuasive effect of advertising (with or without metaphor) across different types of hotels (luxury vs. budget hotels).Design/methodology/approachTwo independent variables – namely, the hotel category (luxury versus budget) and the use of rhetorical figures (text with metaphors versus text without metaphors) – serve as the basis for the investigation. The research design is a 2 × 2 within-subjects construct based on eye-tracking methodology complemented by questionnaire-based data collection. Participants were engaged with hotel advertisements under four specific conditions, each reflecting a distinct combination of the two independent variables.FindingsThe findings reveal the augmented attention-grabbing prowess of advertisements that use metaphors compared to those that do not. Furthermore, the study findings reveal that the hotel category significantly influences the efficacy of advertising; advertisements promoting luxury hotels were found to stimulate superior impression recall, garner higher customer affinity and prompt a more potent intention to patronize the hotel. Finally, the study shows that neither congruent nor incongruent pairings of visual (budget or luxury hotel) and verbal elements (with or without metaphor) yield additional advertising benefits.Practical implicationsThis research addresses the limited empirical guidance available for hotel operators at various levels regarding the design of advertisements incorporating rhetorical devices. It highlights the potential benefits of using figurative rhetoric, especially metaphors, in advertising for both budget and luxury hotels. The study reveals a notable correlation between hotel category, particularly luxury offerings, and customer attention, retention, preference and intention to visit. Furthermore, it encourages hotel operators, regardless of their hotel’s ranking, to incorporate metaphorical language into their advertising designs, underscoring the need for strategic integration in overall advertisement planning.Originality/valueUsing high-resolution online eye-tracking technology, this study innovatively examines the influence of hotel category and rhetorical devices on the effectiveness and attention-grabbing potential of advertisements. Through this approach, the study seeks to offer valuable managerial and advertising insights for those involved in hotel marketing.

The Effect of Entrepreneurship and Digital Technology on Customer Relationship Management: Dependability Study Among Entrepreneur Logistic Operators

This study aims to determine the effect of marketing and entrepreneurship on customers relationship management. The study factors include functional value, time compression, reliability, flexibility, and capacity. This study was led at Pulau Pinang, Selangor, and Johor Bharu. Furthermore, individual customers who use logistic services were sampled. In addition, the total respondents to the questionnaires were 391. The method used in the study is applied research. A questionnaire on the Likert scale was applied for the survey. Results showed that the customer intention effect is significant to the study in entrepreneurship. The study was also conducted using SEM analysis. Further study is required on the subject. Keywords: planning, technology, virtual leadership

Does consumer religiosity matter for green banking adoption? Evidence from a Muslim-majority market

PurposeA significant dilemma facing humankind in the present time is environmental degradation. To alleviate the pressure on natural resources, green banking (GB) has been acknowledged as an effective solution. However, creating consumer engagement is still challenging for banks. Hence, the purpose of this study is to investigate the influence of religiosity on GB adoption among Muslim consumers.Design/methodology/approachThe deductive approach was used to explain how GB adoption is affected by the religiosity of the consumer. A total of 332 sample data were collected cross-sectionally from Islamic bank customers in the UAE. Partial least square structural equation modelling (PLS-SEM) via Smart PLS 4 was used to analyse the data. Five dimensions (i.e. ideological, ritualistic, intellectual, consequential and experimental) were used to measure religiosity which served as the independent variable. Customer intention to adopt GB represents the dependent variable.FindingsThe PLS-SEM results revealed that Islamic religiosity affects the adoption of GB among Muslim consumers. Indeed, their religious commitment and beliefs affect the products they intend to adopt and how they intend to do it.Originality/valueTo the best of the authors’ knowledge, this is a pioneering study in the investigation of Islamic religiosity and its influence on the intention to adopt GB. This is a pioneering study in the sense that it proposes a comprehensive religiosity construct using five intertwined dimensions in the literature of GB. This study offers an improved and broader insight assessment of Islamic religiosity, which would help emphasise its significance and utility for business-related decisions by developing an emotionally-driven link between GB practices and the Muslim-oriented consumer market towards increasing the latter’s engagement.

Barrier-breakers’ influence on full-adoption of digital payment methods

PurposeThe purpose of this study is to empirically examine the relationships between barrier-breakers and customers’ intention to fully adopt digital payment methods (DPMs).Design/methodology/approachSurvey data were analyzed using statistical methods focusing on hypothesis testing with an ordinal regression model and moderation analysis using the PROCESS macro extension. Participants were divided into two groups of customers in Sweden: adopters-accepters, i.e. young bank customers and adopters-resisters, i.e. members of a formally organized group opposed to a cashless society.FindingsThe findings revealed that only the credibility barrier-breaker could increase the adopters-accepters’ intention to fully adopt DPMs. Credibility also seemed to be an important barrier-breaker for the adopters-resisters, as were perceived usefulness and social influence. Additional analyses showed that the impersonalization barrier reduces the impact of the barrier-breakers on DPM adoption.Practical implicationsRetail banks and merchants can use these results as a guide to what barrier-breakers might affect various customers’ intention to fully adopt DPMs, and to act accordingly. The impersonalization barrier also merits attention when creating an emotional connection to customers who use DPMs.Originality/valueThis study provides empirically based knowledge of the influence of barrier-breakers on the intention of customers, categorized as adopters-accepters and adopters-resisters, to fully adopt DPMs, and highlights the importance of maintaining a human touch in the post-COVID-19 digital era.

Unveiling the mediating mechanisms: service recovery and customer advocacy between app attachment and customers’ responses

PurposeThis study investigates the direct impact of app attachment on service recovery and customer advocacy and their combined impact on recommendation and purchase intention. The mediating mechanisms of service recovery and customer advocacy between app attachment and customer responses are also tested in the context of food delivery apps (FDAs).Design/methodology/approachUtilizing a quantitative approach, the authors surveyed 207 responses from users of FDAs who had experienced service failures. Structural equation modeling in Smart PLS 3.0 was used to analyze the data.FindingsThe results supported direct effects among all constructs in the model. The main contribution of the study confirms the mediating mechanisms of service recovery and customer advocacy between app attachment and customer responses.Research limitations/implicationsPrevious studies have mostly relied on the technology acceptance model (TAM). This theory posits that perceived usefulness and ease of use influence the decision of individuals to use a new technology. Although this theory is valuable in terms of accepting new technologies, it neglects psychological phenomena involving the individual and the technological entity – in this case, the FDA. Thus, our study is unique in applying attachment theory and putting emphasis on the importance of building trust in the relationship between FDAs and their customers. Social exchange theory is applied to explain the importance of overcoming the cost of experiencing a failure through service recovery. Thus, we extend the knowledge regarding psychological individual reactions to mobile technologies in the food context, an important sector within the hospitality market.Practical implicationsFDA managers should invest in developing emotional ties with customers. Specific actions include messaging customers on their birthdays or other festive dates. Short testimonial videos on TikTok or other social media with customers advocating in favor of the company could help spread recommendations and the intentions of other customers using the FDAs. To use these practical recommendations properly, we recommend that FDA managers consider the level of quality service recovery delivered and individuals’ cultures, beliefs and values regarding where the company operates to avoid misunderstandings.Originality/valueThis study is original in proposing a model to FDA operators considering app attachment, service recovery, customer advocacy, recommendation and purchase intention. It further supports the mediating effect of service recovery and customer advocacy between app attachment, recommendation and purchase intention on mobile phones.

Determinants of Customer Satisfaction and Intention to Reuse Mobile Food Ordering Apps Among Vietnamese Consumers

The article utilizes a quantitative method to study the factors influencing consumer satisfaction and intention to continue using food delivery applications on mobile devices in Vietnam. The research team applies a research model based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and adds four factors to suit the Vietnamese market: Online Reviews, Online Positioning, Perceived Risk, and Innovativeness. The research results show that satisfaction and the intention to continue ordering food via mobile applications are influenced by key factors such as social influence, hedonic motivation, price, online reviews, and online positioning. These findings suggest several important managerial implications for online food service providers.

Hospitality customer intentions to write fake online reviews: A cross-cultural approach

This paper examines the antecedents and consequences of customer intentions to write fake online reviews on Agoda.com as a case in the hospitality context. Brand nostalgia, brand strength, moral attitude, review-related skepticism, and perceived unfairness were represented as antecedents of customer intentions, while boycott behavior, willingness to pay a price premium, and customer satisfaction were represented as consequences of their intentions. Data was gathered using a structured survey from 373 Italian, 440 French, and 392 British customers. Findings present significant insights into customer intentions to write fake online reviews. In addition, multi-group analysis highlights the differences among nationalities. This paper provides valuable insights for industry professionals and policymakers in the hospitality industry.

Influence of Digital Marketing Strategies on Purchase Intention

Digital marketing is inevitably becoming popular in the marketing realm. Leveraging digital marketing strategies have been instrumental in fostering communication and engagement between brands and customers. These are recognized as powerful drivers capable of shaping customer’s purchase intention. However, a limited number of research explores the influence of these emerging trends on purchase intentions of customers in the fast-food chain industry. Therefore, the aim of this paper is to examine the influence of digital marketing strategies on customer’s purchase intention, and to identify the most effective digital marketing strategy for crafting compelling content and disseminating marketing messages to achieve the intended marketing goal. This study employed a correlational quantitative research approach with convenient selection of participants, utilizing a modified survey questionnaire as the principal means of data collection. The sample consisted of One Hundred Ninety-eight (198) actual customers of selected fast-food restaurants in España Boulevard, Manila. The data retrieved from the survey questionnaire was analyzed and interpreted using a Five-point Likert scale designed for measuring inter valdata. The findings of this research revealed that utilizing social media marketing, webinar platforms, mobile applications and e-commerce significantly influence customer’s purchase intention. Furthermore, it came to light that there is a highly statistically significant relationship between digital marketing strategies, namely, social media marketing (r=0.864, p=0.027), brand exposure through webinar platforms (r=0.802, p=0.055), mobile applications and e-commerce (r=0.854, p=0.031) on customer’s purchase intention of selected fast-food restaurants, and a positive strong correlation between affiliate marketing (r=0.759, p=0.080) and the latter. In addition, the results revealed that there is a positive moderate correlation between content marketing (r=0.548, p=0.260), and email marketing (r=0.575, p=0.232) on customer’s purchase intention.

The Influence of Customer Value, Product Quality, and Product Attractiveness on Consumer Purchasing Interest in Umkm in Jamu Kampung Kediri City

This research tries to find out how these three elements influence consumers' desire to buy in Kampung Jamu, Kediri City (Y), product attractiveness (X2), and consumer buying interest (X3), using a numerical methodology. Eighty-five respondents in Kampung Jamu were sampled using a techniqueAccidental Sampling.SPSS is the analytical software application used, while questionnaires are used for data collection. Various data analysis techniques used include; multiple linear regression analysis, reliability test, partial t test, simultaneous F test, classical assumption test, and coefficient of determination. Customer shopping interest is positively influenced by customer value, as evidenced by the Sig t value of 0.002 < 0.05. Customer buying interest is influenced positively and significantly by product quality, as seen from the Sig value of 0.000 < 0.05. Customer intention to buy a product is positively and significantly correlated with its attractiveness, indicated by a Sig t value of 0.026 < 0.05. Customer value, product attractiveness, and product quality all have an identical influence on customer purchasing intentions, with a Sig t value of 0.000 < 0.05.

From Enchantment to Action: How Tourists’ Experiences Drive Revisit Intention

Considering the increasing trends of traveller’s visiting various destinations, it is critical to investigate the role of customer experience and experience quality in promoting revisiting destination to boost the business particularly for beach cities. Therefore, the present study examines the role of customer experience (CE) in explaining the revisit intention (RI) of tourists to re-visit the destination and attempts to assess the effect of experience quality (EQ), perceived value (PV), and customer satisfaction (CSAT) as mediators. The inter-relationships, which are based on strong theoretical underpinning of Expectancy Disconfirmation Theory and Extended Theory of Planned Behavior, are investigated using a multi-dimensional and hierarchical approach, resulting in a model fit. This study employed a survey-based design by collecting responses from 634 respondents who has recently visited destinations for leisure. PLS-SEM was employed to assess the model fit and path coefficients. The study found that CX significantly influences the behavioral intention of customers to re-visit the destination which was recently visited. Further, the research does not find significant mediation between EQ and CSAT to RI. However, a PV significantly mediates between CE and behavioral intention. This study adds value to service marketing theory in numerous ways. First, it reveals the effect of CE on RI; second, it establishes that all mediators play a significant role in improving the effect of customer experience over revisit destination. Considering the significant findings, this research also supports managers in designing and implementing market-oriented strategies to enhance CE from the destination, thereby positively affecting RI of the destination.

The impact of website quality and online reviews on booking intention: The case for Algerian Hotels

The present study assess the effect of Algerian hotels website quality and online reviews, on the online booking intention with keyword research scores as an indicator. Thru the analysis of combined scores and ratios obtained from a content analysis to TripAdvisor Online Travel Agencies (OTA) to four Algerian hotels websites located in the city of Constantine. The results support theorical findings that website quality effects the online booking intention only for Marriott Hotel, However a divergence of results for local hotels is noticed, due to the poor use of their websites, which is measured by the lowest online reviews number on TripAdvisor compared with Google Travel platform. Moreover, the study supports the theorical findings that online reviews number and especially positive online reviews effect the hotel customer's online booking intention; where high keyword rates are expected for best reviewd hotels.

Predicting customer intention to adopt mobile commerce in Jordan

BACKGROUND: The progress made in wireless communications has led to a higher adoption of mobile devices among users and has spurred the development of mobile commerce technology. OBJECTIVE: This research examines the factors influencing the intention to adopt mobile commerce in Jordan. These factors include perceived usefulness, perceived ease of use, trust, social influence, personal innovation, and mobility. METHODS: The study relied on Technology Acceptance Model (TAM), incorporating additional variables to suit the Jordanian context. The researchers gathered data from 540 users, and the research hypotheses were evaluated using smartPLS analysis. The study utilized a convenience sample due to the absence of a comprehensive list of names of mobile commerce users. RESULTS: The results reveal that perceived usefulness, trust, social influence, personal innovation, and mobility play a significant role in influencing adoption intentions of mobile commerce. Furthermore, the study finds that mobility significantly affects the perceived usefulness of mobile commerce. In contrast, perceived ease of use does not show a statistically significant relationship on the intention to adopt mobile commerce. CONCLUSIONS: The outcomes of this research provide valuable insights for companies, service developers, and mobile marketers, enabling them to enhance the adoption rate of this service among individuals.

The emergence of mobile payment acceptance in Saudi Arabia: the role of reimbursement condition

PurposeThis study aims to scrutinize existing end-user comprehension regarding e-wallet technology through an examination of apparent usefulness, ease of use and levels of trust, and how these factors may influence a consumer’s attitudes toward the adoption of this new payment method.Design/methodology/approachThe quota sampling method was used, and residents over the age of 22 years were targeted in online and offline questionnaires, and partial least squares-structural equation modeling was used to analyze the data.FindingsThis study indicates that existing consumer mindsets and intentions to adopt new technology, such as the e-wallet, are greatly influenced by their perception of the practicality of the product, its ease of use and their levels of trust in the technology to protect their online safety, privacy and economic affairs. Contrastingly, those participants who were offered deferred reimbursements and those given no information were demonstrably less likely to adopt the new service.Research limitations/implicationsThe study sample was from a developing nation – Saudi Arabia. Similar cohorts from developing and developed countries could provide a unique cross-nation comparison.Practical implicationsThis study stresses the importance of thoroughly explaining and demonstrating an innovative technology to customers while simultaneously promoting the product. Consumers can be encouraged to use and evaluate the new technology by providing inducements, such as effective reimbursement policies.Originality/valueThis paper contributes to literature by critically reflecting on the question: What are the factors influencing customer intentions to adopt the e-wallet, and how do the guarantee of reimbursement and the time frame following unauthorized use influence consumer adoption intentions when deciding to use the new payment technology?

A Study on Adoption Intention of Customers towards AI Chatbots in Banking Industry

A Study on Adoption Intention of Customers towards AI Chatbots in Banking Industry

Factors affecting customers intention towards online pharmacies in Indonesian market

Online pharmacies are a promising business model for promoting online sales of medicines. The purpose of this study is to investigate how technology acceptance model (TAM) variables (perceived ease of use and perceived usefulness), perceived trust, perceived performance risk, and perceived physical risk influence customers' intention to use online pharmacy. A questionnaire survey was used to collect data for the planned study. The results showed that perception of trust is a critical factor influencing costomers intention to use an online pharmacy. The reluctance of customers to buy medicines, categorized as risk, through online pharmacies which was originally thought to be a determining factor, has no impact if customer trust in online pharmacy has been formed. This study has several relevances for advancing online pharmacy promotion including the importances of user-friendly and benefits provided by online pharmacies provider. It is very important how online pharmacies providers can increase customers trust in terms of legality, quality and security of personal data.

Factors influencing e-servicescape on continuance intention: a case study of Blu by BCA digital in Indonesia

The number of digital banks in Indonesia is very large, resulting in intense competition between each digital bank. The tighter competition for digital banks, makes the interest in reusing digital bank users low and makes users tend to switch brands or providers in using digital banks. This study aims to determine the factors that influence e-servicescape on continuance intention mediated by brand image and performance expectancy. This research is categorized as explanatory research. Respondents in this study were users of the Blu by BCA Digital application on the island of Java, determining the number of samples in this study using purposive sampling technique with a total sample size of 249 respondents. The data collection method used a questionnaire, the data was analyzed using PLS-SEM. The results showed that e-servicescape had no significant effect on continuance intention. E-servicescape has a significant effect on brand image, brand image has a significant effect on continuance intention. E-servicescape has a significant effect on performance expectancy, performance expectancy has a significant effect on continuance intention. Brand image and performance expectancy can play a fully mediating role in the relationship between e-servicescape and continuance intention. Although e-servicescape does not have a significant influence directly, it is still part of the customer experience in using the Blu by BCA Digital app. Therefore, Blu by BCA Digital should continue to invest in technology and innovation to improve their e-servicescape. This includes the use of the latest technologies such as artificial intelligence (AI), data analytics, and personalized user experience. The better the e-servicescape, the better the brand image, performance expectancy and continuance intention of customers to keep using the service.