Customer Perceptions Research Articles

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<0.05). Islamic Banking customers exhibited significantly higher levels of passive benefitting, active benefitting, and overall ethics (p<0.05). For Conventional Banking customers, risk perception was negatively correlated with passive benefitting (r=-0.175; p<0.01), active benefitting (r=-0.184; p<0.01), and total ethics perception (r=-0.192; p<0.01). Passive benefitting significantly impacted the risk perception of Conventional Banking customers (OR=-0.06; p<0.05). Among Islamic Banking customers, risk perception was positively correlated only with deceptive legal practices (r=0.170; p<0.05), which did not significantly affect their risk perception (p>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.

Eco-friendly products and gender: an exploration of environmental perspectives

Countries must balance growth in economy with ecological preservation in order to successfully address the degradation of the environment. This frequently entails putting in place laws and procedures that support eco-friendly technologies, conserve natural resources, and promote ethical consumer behavior. There do not exist universal remedies because different countries and areas face different issues and have different opportunities. The principal objective of this study is to evaluate gender differences in perceptions of the environment and eco-friendly products. Moreover, this research evaluate the connection between environmental consciousness and eco-friendly products. According to the t test results, there are no noticeable gender disparities in people's perspectives toward the environment and eco-friendly products. The underlying variables of environmental perspectives have been separated into primary factors by the rotational factor matrix. According to the outcomes of the multiple regression assessment, customer perceptions of the function of the authorities and their individual requirements for environmental behavior had a substantial impact on how they felt about eco-friendly products. Further research found that the most significant factor influencing people's perceptions toward eco-friendly products was personal norm. On the other hand, the public's perceptions toward eco-friendly products were not significantly influenced by the preservation of the environment.

Research the Impact of Online Marketing on Customers Perceived Value of Vietnamese Joint Stock Commercial Banks

Research the impact of online marketing on customer perceived value at Joint Stock Commercial Banks (JSCBs) is a significant and highly applicable topic in marketing and management business. The analysis and conclusions from this study can provide valuable information about how online marketing influences customer perceptions and the value they place on their banking experience. This will help businesses better understand how to interact with customers, optimize their marketing strategies, and improve customer relationships to increase business efficiency. The authors have proposed a theoretical model and scale based on a comprehensive study of published documents. Through qualitative research and in-depth interviews with experts, an official research model and scale have been formed, including six variables (five independent variables and one dependent variable) with 33 observed variables. Conducting quantitative research with a sample size of N = 355, the model has been determined to suggest five independent variables with 28 observed variables and one dependent variable with 5 observed variables (through Cronbach's Alpha and EFA coefficients), and the model adjusted model with five independent variables with 27 observations and one dependent variable with 05 observed variables. The study has determined the impact of online marketing on customer perceived value at Vietnamese joint stock commercial banks, arranged in descending order of influence: ((1) Online Communication; (2) Online Customer Service; (3) Online Offer; (4) Online retail Pricing, and (5) Online Distribution.

Pengaruh Costumer Bonding Terhadap Loyalitas Konsumen Pada Ilo Cake Pattiserie dan Bistro di Kota Bima

This study aims to examine the influence of customer bonding on consumer loyalty in Ilo Cake Pattiserie and Bistro in Bima City. Customer bonding is defined as the process of building and maintaining a mutually beneficial relationship between a company and its customers. Consumer loyalty is measured by how often consumers return to buy products or services from a certain company. This study uses a quantitative method with a causal associative approach. A sample of 96 respondents was selected using the purposive sampling technique. Data was collected through the use of questionnaires with the Likert scale to measure respondents' perception of customer bonding and consumer loyalty variables. Data analysis was carried out using SPSS software to test validity, reliability, simple linear regression, correlation coefficient, determination coefficient, and t-test. The results of the study showed that there was a positive and significant influence between customer bonding on consumer loyalty at Ilo Cake Pattiserie and Bistro in Bima City (β = 0.545, p < 0.05). The coefficient of determination showed that 29.7% of the variation in consumer loyalty could be explained by the variable customer bonding. The implication of this study is the importance of an effective customer bonding strategy in maintaining consumer loyalty in the midst of fierce market competition. The conclusion of this study confirms that customer bonding plays an important role in increasing consumer loyalty. Recommendations for further research are to consider additional factors that can affect consumer loyalty as well as expand the scope of location and data analysis techniques to gain a deeper understanding.

Key characteristics of perceived customer centricity in the passenger airline industry: A systematic literature review

The airline industry is operating in a highly competitive and saturated market and is considered to be one of the most dynamic service industries in the world. Maintaining a high level of passenger satisfaction and incorporating customer centricity into an airline's strategy can be the key competitive advantage. Despite the growing interest of scholars and managers in customer centricity, research on this topic in the airline industry has just started. However, it is key to understand how a firm's intentions to become customer-centric finally translate into customer perceptions. For this purpose, the authors developed a perceived customer centricity framework which is tailored to the environment of the passenger airline industry. A systematic literature review was conducted to review and analyze key characteristics and measures of perceived customer centricity in the airline industry. The authors identified 15 distinct key characteristics (measures) in literature and conclude that airlines need to focus on various aspects to truly be customer-centric. Investing in sustainable practices, employee training, modern in-flight experiences, competitive pricing, technological infrastructure, and positive brand associations all contribute to customer centricity. Understanding how these elements are interconnected allows airlines to customize their efforts, meeting current and future passenger needs, and ultimately creating a standout customer-centric culture in the competitive airline industry. By formulating concrete measures this paper establishes a foundation for future perceived customer centricity research, such as surveys, and presents alternative measures to the widely adopted net promoter score (NPS).

Sustainable symbiosis: navigating green energy purchase intentions and consumer comfort with remotely controlled energy management

PurposeRenewable energy sources and smart devices are options for those wishing to lessen their reliance on fossil fuels. Smart devices in the home also allow energy providers to remotely control energy use (RCEU). However, little is understood about consumer’s perceptions of RCEU programs. Based on the theory of planned behavior (TPB), it is proposed that environmental attitudes, environmental self-identity, green history, subjective norms and perceived behavioral control will predict differences in both purchase intentions and RCEU.Design/methodology/approachData from 692 participants was collected via an online survey of energy consumers. The relationship between study variables was examined using regression analyses.FindingsThe results indicate that environmental attitude, environmental identity, green history and perceived behavioral control are positively related to both purchase intentions and RCEU. The results could have important implications for energy providers, practitioners, energy consumers and citizens interested in environmental issues.Originality/valueAs energy providers consider ways to better manage consumer energy use, RCEU has been used more frequently. However, understanding customer perceptions of RCEU is not well-established in the green energy literature. This paper contributes a first step towards the understanding of RCEU perceptions.

Urgensi Mutu Pelayanan Customer Service Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah

ABSTRACT Service capability plays an important role for the sustainability of a company in increasing customer satisfaction and loyalty. The main priority of a company engaged in banking services is customer satisfaction. In winning the increasingly competitive competition, the Bank strives to provide the best service (service excellent). This study aims to determine the importance of retaining customers and reaching potential customers. In addition, to find out how to maintain and improve the quality and loyalty of its customers. The research uses a library research method in which data is collected based on academic data bases, digital libraries, and repositories of educational institutions. Some references are obtained from books, scientific journals, articles and research reports relevant to customer service quality research in improving customer quality and loyalty. The result is that customer service quality has a crucial role in shaping customer perceptions of financial institutions. Quality of service is very concerned about satisfaction and loyalty to maintain a positive brand image or image in the eyes of the community. The effect of customer satisfaction on customer loyalty can show that customer satisfaction has a significant effect on customer loyalty. Increasing service quality has an impact on customer satisfaction and loyalty is also increasing. Conversely, if the quality of Customer Service service decreases, it will have an impact on worsening customer satisfaction and loyalty.

Enhancing Organizational Performance: Harnessing AI and NLP for User Feedback Analysis in Product Development

This paper explores the application of AI and NLP techniques for user feedback analysis in the context of heavy machine crane products. By leveraging AI and NLP, organizations can gain insights into customer perceptions, improve product development, enhance satisfaction and loyalty, inform decision-making, and gain a competitive advantage. The paper highlights the impact of user feedback analysis on organizational performance and emphasizes the reasons for using AI and NLP, including scalability, objectivity, improved accuracy, increased insights, and time savings. The methodology involves data collection, cleaning, text and rating analysis, interpretation, and feedback implementation. Results include sentiment analysis, word cloud visualizations, and radar charts comparing product attributes. These findings provide valuable information for understanding customer sentiment, identifying improvement areas, and making data-driven decisions to enhance the customer experience. In conclusion, promising AI and NLP techniques in user feedback analysis offer organizations a powerful tool to understand customers, improve product development, increase satisfaction, and drive business success.

IMPACT OF ONLINE PAYMENT SYSTEMS ON CUSTOMER TRUST AND LOYALTY IN E-COMMERCE ANALYZING SECURITY AND CONVENIENCE

This study systematically reviews the impact of online payment systems on customer trust and loyalty in e-commerce, adhering to PRISMA guidelines. The findings highlight the critical importance of security, convenience, and transparency in shaping customer perceptions and behaviors. Secure payment systems, featuring robust encryption and multi-factor authentication, are essential in protecting sensitive information and mitigating fraud risks, thereby enhancing customer confidence. Convenience, characterized by user-friendly interfaces, multiple payment options, and quick transaction processes, significantly improves the overall shopping experience and fosters customer satisfaction. Transaction transparency, through clear communication about charges, detailed receipts, and real-time tracking, is pivotal in building and maintaining trust. The review underscores the strong relationship between trust and loyalty, revealing that secure, convenient, and transparent payment systems are vital for achieving long-term customer loyalty. E-commerce platforms that prioritize these aspects can significantly enhance customer trust and loyalty, ensuring sustained success in the competitive digital marketplace. The study provides valuable insights and practical recommendations for e-commerce businesses to optimize their online payment systems and build lasting customer relationships.

Analysing Customers’ Perception on QR Payment in Kathmandu Valley: An Empirical Study using UTAUT and PLS-SEM

Background: The growing use of the Fintech industry significantly impacts the popularity of QR payment. The easy and convenient use of digital payment systems has increased the adoption of QR payments. The study analyses customers' perceptions of QR payment in the Kathmandu Valley. Methods: The study uses explanatory research design to analyse the connections and causal effects between the determinants that affect the customer perceptions of using the QR payment system in the Kathmandu Valley. Non-probability sampling with convenient sampling is used for the study. Data is collected from 280 customers who have used QR payment services using the Structural Questionnaire through the Kobo Toolbox. Similarly, the Structural Equation Modeling (SEM) using the Partial Least Square (PLS) version 4.0 is adopted for analysis. Results: The study highlights a growing trend among respondents, with an increasing number habitually using QR payments for 1-3 years. E-sewa, Fone pay, and Connect IPS are popular choices for activities like fund transfers and bill payments. Despite facing challenges such as technical glitches and debited funds from failed transactions, respondents view QR payments as a convenient method. However, these challenges can be addressed through regular maintenance, enhanced internet infrastructure, transaction flexibility, stable connectivity, and improved system performance. Conclusions: The result shows a significant relationship between the independent variables, such as performance expectation and facilitating conditions and the dependent variable, i.e., customer perception. It indicates that when users perceive higher performance benefits from QR payment, their overall perception improves. Similarly, when users perceive a favourable environment for QR payment adoption, their perception is positively influenced, enforcing the increasing use of QR payment. Paper Type: Research Type

Railway Service Dynamics: Factors Shaping Customer Satisfaction in Indian Railways

This paper explores how customer satisfaction and service quality are perceived in the context of Indian Railways, focusing on factors that significantly influence passenger experiences. Drawing from both extensive literature and empirical data collected through a structured questionnaire from 305 respondents in Vijayawada, the study identifies key elements such as punctuality, cleanliness, ticketing procedures, staff behavior, and overall service reliability. Analysis using ANOVA reveals varying impacts of these factors on customer satisfaction across different service dimensions. While punctuality and staff behavior emerged as significant influencers, amenities like seating comfort and digital services showed less impact. Managerial implications highlight the importance of customer-centric strategies, staff training, and infrastructure improvements to enhance service quality and passenger satisfaction. The study concludes with suggestions for future research, emphasizing the need for exploring additional variables and conducting longitudinal studies to track changes in customer perceptions over time. This research not only enriches understanding of service quality in Indian Railways but also offers insights applicable to global transportation systems.

Theme Design for Restaurant

Restaurant industry has become very dynamic and competitive and the role of theme design has become a significant means to differentiate and create a memorable dining experience. This research explores the various aspects of restaurant theme design, including its impact on customer perceptions, emotional engagement, and overall business success. The research also includes the role of graphic design in making the theme design for a restaurant. The study discovers the importance of aligning the theme design with the menu offerings, ambiance, and brand identity, highlighting the need for an effective and impressive dining experience. There are so many findings that a well-executed theme design can lead to enhanced customer satisfaction, increased customer loyalty, and positive recommendations. The research also delves into some of the failures of themes for restaurants and failure of menu design. It highlights on the importance of color schemes and how to select a right color according to the theme of the restaurant. Thus, strategies to overcome the challenges and maximizing the benefits of a thematic approach is also included in the study. Thus, this research contributes to the existing body of knowledge by providing an extensive understanding of the role of theme design in the restaurant industry. It offers practical implications for restaurant owners and managers seeking to enhance their establishments overall appeal, create lasting customer connections, and drive business growth through thoughtful and strategic theme design.