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Interdisciplinary Journal Of Management Studies (29810795) 17(1)pp. 37-52
Customers’ perception of service quality can affect their behavioral intentions. However, despite its great importance, there is little agreement and consensus about how to evaluate the quality of online services. The present study has sought to investigate and analyze the impact of dimensions of online service quality on women’s online buying behavior concerning luxury cosmetics. It has been designed and conducted based on nature in two methods: qualitative-exploratory and quantitative-survey. The statistical population in the qualitative stage was composed of twenty-three active and experienced customers of Telegram groups of luxury cosmetics. The content analysis method was employed to analyze the qualitative data. In the quantitative stage, the conceptual model of the research was examined. The statistical population of this stage has been the customers of Telegram online groups of luxury cosmetics. The sample size was 385. The qualitative stage data were analyzed and then classified and encoded in the form of dimensions of the perceived online service quality involving group quality, transaction-related service quality, and interaction quality. Quantitative stage findings showed that the dimensions of perceived online service quality have a significant effect on customers’ online purchase intention and impulsive buying. © Fatemeh Golalizadeh, Bahram Ranjbarian, Azarnoush Ansari.
International Journal of Quality and Service Sciences (1756669X) 16(2)pp. 145-166
Purpose: This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing. Design/methodology/approach: A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model. Findings: The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention. Originality/value: The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry. © 2024, Emerald Publishing Limited.
International Journal of Management Science and Engineering Management (17509653) 18(4)pp. 249-265
This article investigates inventory replenishment, advertising, and pricing decisions for perishable products with fixed expiration dates. Specifically, the problem is modelled using mixed-integer nonlinear programming to maximize the retailer’s total profit on an infinite planning horizon. Several assumptions are made to formulate the problem: i) the demand is considered a multivariate function of freshness, selling price, displayed inventory level, and advertisement frequency; ii) the holding cost of inventory increases linearly as the product ages; iii) the ending inventory is not necessarily zero. A search algorithm is proposed to solve this problem. The impact of each parameter on the optimal solution is investigated using sensitivity analysis. The advertising frequency determined via this model is an optimal compromise between advertising costs and yield. This model can be applied to reduce perishable food waste and meet the rising demand for fresh food. © 2022 International Society of Management Science and Engineering Management.
Iranian Journal of Management Studies (20087055) 16(2)pp. 411-428
Customer experience has become a focus of study in the scientific community. Though the customer experience and its components are measured to define, the antecedents and dimensions of customer experience require a comprehensive assessment in developing countries such as Iran. For this purpose, 23 in-depth semi-structured interviews were conducted with the passengers of different Iranian airlines. In this attempt, seven dimensions of customer experience were identified - including sensory, emotional, cognitive, recognition, security, novelty, and relationship dimensions - through thematic analysis method. To identify the factors affecting the passenger experience, a list of factors was initially extracted from previous studies. The impact of the ambiance inside the airplane, marketing programs, staff, scheduling, planning and management actions, the scope of passenger choice, and physical facilities were extracted through the fuzzy Delphi method according to 10 experts' views. The purposed method and the findings therein would contribute to the efforts of researchers and marketing practitioners, airline managers, and travel agencies in identifying the existing challenges in the airline industry besides planning to develop modern airline infrastructure and competitive differentiation. © 2023 Iranian journal of Management Studies.
International Journal of Retail and Distribution Management (09590552) 51(4)pp. 444-464
Purpose: This paper aims to develop a validated scale that can help in measuring the gamified e-service quality (GE-SQ) in the e-retailing industry. Design/methodology/approach: The paper uses a mixed-method approach to develop and validate a scale for GE-SQ. First, reviewing the literature and interviewing with 14 experts were conducted to explore the initial items and themes. A sample of 215 participants was collected from online customers in Iran. Explanatory factor analysis (EFA) was conducted to this sample to validate the categorized themes. Next, confirmatory factor analysis (CFA) was used to confirm the validity of the established dimensions by a sample of 549 online customers. Findings: The results extracted 26 items and categorized them to 6 dimensions. “Ease of use”, “reliability”, “emotional appeal”, “interactivity”, “security” and “visual appeal” have been identified as the dimensions of the GE-SQ scale in the e-retailing industry. The validity of the developed scale containing 6 dimensions and 26 items was confirmed. Originality/value: This research identified GE-SQ as a valid and reliable scale with six dimensions for measuring e-service quality in e-retailing. This finding has made significant academic contributions to the service quality and the retailing literature. © 2022, Emerald Publishing Limited.
International Journal of Management Science and Engineering Management (17509653) 18(2)pp. 77-87
One of the most important tools is an appropriate pricing mechanism to attract more customers and increase profits. The retailers’ main question is how to set the prices and inventory policies to maximize profit in a competitive heterogeneous market in presence of non-zero lead time and lost sales. A reinforcement learning algorithm is proposed to create appropriate decision-making mechanisms for pricing. A coordinated inventory policy in a competitive environment reduces logistic costs and leads to a higher profit. We use a reinforcement learning algorithm to investigate the performance of a retailer in a competitive environment. An agent-based modeling experimental environment combined with a simulation-optimization method in which a virtual market has been reproduced is used. The market is not homogeneous with respect to customer behavior. It is assumed that the retailer uses (R, Q) policy where the lead time is a fixed amount (L), and the shortage is permissible. The quality, distance, service level, and price are factors that influence customers’ choices. The simulation results for some randomly generated examples show that the algorithm in the competitive environment can make more profit than other available methods and the combined utilization of simulation-optimization methods has been able to find better solutions for the hybrid model of pricing and inventory management considering customer behavior. The results of simulation for three different categories of customers (more sensitive to price, equally sensitive to price, quality and service level, and more sensitive to quality (indicate that the average profit for the proposed algorithm is higher than that of other examined algorithms. © 2023 International Society of Management Science and Engineering Management.
International Journal of Productivity and Quality Management (17466474) 37(1)pp. 79-98
One phenomenon that affects global trade is the concept of country of origin. Understanding the consumer's assessment of a foreign product has a significant impact on identifying consumer considerations before purchasing that product. Although this process appears to be partly affected by the consumers' level of familiarity with product features, the country of origin is still recognised as one of the influencing factors. The statistical population consists of the people who visited the exhibition of foreign cars. To analyse the data collected from the questionnaires and test the hypotheses, descriptive statistical tests and structural equation modelling were utilised using Amos 22 software. The results indicated that brand image, and the country of origin exerted a positive and significant influence on the customer's evaluation of car quality. Moreover, the customer's evaluation of car quality had a positive and significant effect on customer perception of car quality. Copyright © 2022 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432) 15(1)pp. 40-61
Considering the development of cyberspace and the high influence of the internet in life and business, the investigation of emerging technologies and concepts appears essential. The purpose of applying new marketing methods is to use its capacity to influence behaviour. Modern methods are marketers' technological tools. The present research attempts to study the impact of gamification dynamics and the electronic word-of-mouth (e-WOM), on urge to impulsive buying. This research was conducted in Iran with a sample size of 1,820 people. In order to measure the research variables, the simulator of the online store was equipped with gamification designed for the Android operating system. The results of the research show that gamification dynamics, electronic word of mouth, and enjoyment exert a positive and significant effect on urge to impulsive buying. Among gamification dynamics, reward, status, self-expression, and altruistic behaviours have an effect on creating enjoyment, but competition and achievement have no positive and significant effect. Copyright © 2022 Inderscience Enterprises Ltd.
International Journal of Industrial and Systems Engineering (17485037) 41(1)pp. 41-70
This study aims to identify and classify the performance indicators of a sustainable supply chain based on the Global Report Initiative (GRI) standard using multivariate analysis. Marjan Tile Company has been selected for the case study. Performance indicators of the sustainable supply chain have been reviewed and the GRI standard has been selected. Then, the value of each indicator has been measured using a questionnaire filled by the experts of the company. In the next step, the data has been analysed using multivariate analysis and principal component analysis (PCA). Findings on the classification of performance indicators indicated that human rights varied from nine sub-dimensions to three indicator clusters, and the indicators relevant to social dimensions of society scope and social scope of product liability varied from five sub-dimensions to three indicator clusters, implying the maximum and minimum variation of the clusters. Copyright © 2022 Inderscience Enterprises Ltd.
Iranian Journal of Management Studies (20087055) 15(1)pp. 49-68
Multi-channel marketing causes the customer to lack a unique identity in different channels. This issue overshadows the synergy of the channels in strengthening the positive attitude of the customers. However, an omnichannel marketing strategy can work properly. The main purpose of this study, which was conducted in Agriculture Bank of Iran, was to develop a comprehensive model for calculating customers’ lifetime values, analyzing customers’ behaviors in different channels by association rules data mining, and analyzing the relationship between omnichannel strategy and CLV. First, the association rules in the big data of customers’ banking transactions in different channels were identified using association rules data mining. Then, the CLV indicators were identified and prioritized using interviews, questionnaires, and AHP methods, and the lifetime values of omnichannel and other customers were calculated and compared using t-test. Then, omnichannel customers were categorized based on the association rules and the lifetime values of omnichannel customers of different categories was compared using ANOVA method. Eleven association rules regarding the use of banking channels by omnichannel customers were identified. The results show that there is a significant difference between the lifetime values of omnichannel customers and other customers and the lifetime values of omnichannel customers is 134% more. © 2021 University of Tehran, College of Farabi. All Rights Reserved.
Benchmarking (14635771) 29(2)pp. 522-550
Purpose: This paper aims to propose an integrative economic model of the GRI (Global Reporting Initiative) and performance prism based on concurrent engineering and developed balanced scorecard (BSC). Design/methodology/approach: In this paper, the supplier aspect added to the basic BSC framework, a quality function deployment (QFD) developed in four phases and the economic GRI priorities were determined. Finally, the outcomes of QFD were used in Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) for ranking the economic indicators. Findings: The indicators of financial interpretation, risks and opportunities had the first rank in learning and growth, internal processes, customer and financial BSC aspects, and they had the second rank only in the suppliers' BSC aspect. Research limitations/implications: In this paper, merely the economic indicators of the GRI standard was studied, and no comparison was made between the variables of the other standards and the GRI standard. Originality/value: The most important contribution of this study is merging the supplier aspect and BSC based on the concept of suppliers, inputs, process, outputs and customers (SIPOC) in supply chain analysis. Achieving economic sustainability by a concurrent engineering approach is another novelty of this paper. The proposed model was examined in the tile and ceramic industry for the first time. © 2021, Emerald Publishing Limited.
Journal of Islamic Marketing (17590833) 13(8)pp. 1807-1825
Purpose: This study, by applying psychological life-space theory, aims to identify the role of banking activities in customers’ well-being. Design/methodology/approach: Following a quantitative approach, a two-stage method of structural equation modelling was used to test the hypotheses. Through a close-ended questionnaire, data were obtained from banks’ customers. A partial least squares regression was used to test both inner and outer models. Sample power software was used to calculate the minimum sample size of the study. Findings: A new variable namely customer well-being stems from banking activities identified which is assumed to be influenced by bank’s image, perceived value and aroused emotions. It was tested that word of mouth and bank’s marketing activities have impacts on the bank’s image. Moreover, by differentiating the images of different entities, it was proposed that comparative images could be considered as moderating variable. Furthermore, the mediating role of perceived value and aroused emotions are documented. Originality/value: Applying psychological life-space theory, a new concept that is not limited to the financial aspect of well-being presented and tested. Although researchers in different filed of studies applied this theory, this is the first time that a study presents nominal and operational definitions of the role of banks in customers’ well-being. Moreover, for the first time in the bank marketing literature, images of different entities including consumer’s image, image of bank’s employee and image of bank’s competitors were separated and their causal relations were statistically tested. © 2021, Emerald Publishing Limited.
International Journal of Procurement Management (17538432) 14(1)pp. 1-29
This paper aimed to evaluate the performance of Iran's special economic export zones by considering export performance improvement criteria of companies operating in these zones. The panel data envelopment analysis was employed for performance evaluation from 2005 to 2016. The Delphi method and snowball sampling were utilised to obtain evaluation criteria from the participation of 77 experts and directors of special zones in three steps. The research questionnaires were filled out by 212 representatives of companies based in special economic zones to survey qualitative evaluation criteria such as zone brand image and zone corporate marketing knowledge. Copyright © 2021 Inderscience Enterprises Ltd.
Iranian Journal of Management Studies (20087055) 14(4)pp. 835-855
The current study aimed to apply the psychological life space theory to provide a comprehensive framework for the conceptualization of customer well-being in the banking field. A grounded theory including open, axial, and selective coding was employed. Theoretical sampling was applied to select candidates for an in-depth interview, and data gathering was done by purposive sampling followed by selective sampling. By following a qualitative approach, a deeper insight was provided about the role of banks in different domains of customers' lives. The obtained results revealed that primary brand associations could enhance customer well-being by affecting six subdomains of customers' lives, including consuming, social, communal, business, religious, and daily life spheres. Besides, it was found that five different images, namely, brand image, self-image, user image, bank's employee image, and bank's competitor image inside customers' mind, could contribute to the changes in the customer well-being. This study contributes to the literature by proposing a new framework including new concepts and consequently, new relationships. Finally, managerial implications along with limitations are discussed. © 2021 University of Tehran, College of Farabi. All Rights Reserved.
International Journal of Hospitality and Tourism Administration (15256480) 22(4)pp. 429-454
The present study aims to analyze the factors affecting medical tourists’ revisit and recommend intention such as perceived authenticity, destination image, perceived value, and satisfaction. To this end, a 50-item questionnaire is distributed among 384 medical tourists who have visited Iran’s hospitals and beauty clinics in the spring, summer, and fall of 2017. The results indicate that medical tourists’ perceived authenticity of medical centers has an impact on their destination image, and both of these factors affect their perceived value and satisfaction. In addition, medical tourists’ satisfaction of their trip leads to their revisit intention and their revisit intention influence their word of mouth. © 2019 Taylor & Francis.
International Journal of Business Excellence (17560055) 23(4)pp. 559-585
Awareness of banking brand performance and its evaluation is one of the main goals and success indicators of an organisation in achieving its aims and missions. Meanwhile, performance assessment indicators in different areas and the factors influencing it are different from one organisation to another. In the current research, based on theoretical and quantitative research, we tried to present a conceptual model for explaining different dimensions of each of the variables of research. The present study is an applied research in nature and was conducted with the aim of explanation in two stages. First, after reviewing the subject literature, the basic model was designed and then the initial conceptual model was completed using the Delphi method and confirmed by experts. Eventually, the final model was analysed by data analysis and structural equation modelling and SmartPLS software. The results of the research show that customer-based brand equity directly affects market performance. It also indirectly affects market performance through customer relationship equity. Also, among the constructs that constitute brand equity and customer relationship equity, all dimensions, except brand differentiation and brand awareness, affect the constructs constituting customer relationship equity. Copyright © 2021 Inderscience Enterprises Ltd.
International Journal of Business Excellence (17560055) 25(1)pp. 36-55
Consumers’ perception of the skill acquired as a result of using goods and services depends to a great extent on the value created by the organisation. The ability of organisations in creating value is not just relied on their tangible assets, but the use of intangible assets creates their main power of value creation, among which brand is one of the most valuable assets that its consideration and management leads to achieving a positive viewpoint in the minds of customers. The present study aims to identify the factors affecting brand skill. This study was conducted using qualitative method through semi structured interviews with 18 managers and experts active in IMIDRO. The data obtained from the interviews were analysed by theme analysis method and finally, the factors affecting brand skill were identified in the form of four main themes of causal factors, underlying factors, features and outcomes. Copyright © 2021 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474) 31(1)pp. 134-149
Today, the use of the internet for commercial transactions and sales has dramatically increased. E-commerce has different models including the consumer-to-consumer (C2C) model. The purpose of this study is to identify the factors influencing Iranian users' intentions when buying from C2C websites. The research model was developed based on the factors affecting the trust between members of C2C websites and other factors impacting consumer buying behaviour. The data was collected from the users of two C2C websites in Iran. The research method was quantitative and data collection was performed using questionnaire. The collected data was analysed through structural equation modelling. The relationships between the variables in the research model including familiarity with other members, perceived similarity with other members, perception of structural assurances, trust propensity, trust in members, trust in website, intention to get information, and purchase intention from C2C website were tested using structural equation modelling technique. In the end, based on hypothesis testing results, important recommendations were suggested for better design and management of C2C websites. Copyright © 2020 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432) 13(3)pp. 397-418
The purpose of this study is to compare the effects of brand equity, job security and salary and wages on the efficiency of human resources from the perspective of the staff in the hotel industry. For this purpose, a sample of 520 managers and supervisors who are working in the hotel were selected by stratified probability sampling method. The information has been collected by researcher-made questionnaires and the data has been analysed by LISREL 8.8 and SPSS 21. The reliability of the questionnaire which determined through the Cronbach's alpha coefficient was 0.933. The results of the hypotheses test showed that brand equity and job security from the perspective of employees have a positive effect on employees' efficiency; the way and amount of salary payments have a significant and positive effect on employees efficiency; and efficiency is influenced by brand equity and salary and wages respectively. © 2020 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432) 13(5)pp. 597-620
In this research, a model has been identified and presented for multiple dimensions of brand avoidance in Iranian home appliance industry. For designing the model, the causative conditions of factors, which lead to brand avoidance in the home appliance industry, were considered along with the dominant platform underlying brand avoidance and weakening or reinforcing interventional conditions. The research methodology is grounded. 256 semi-structured interviews were conducted. The sampling method is purposeful and judgmental along with the snowball method. To identify the consequences of brand avoidance, three perspectives of society, customer and companies have been investigated. The results of the research indicate the experiential, identity, moral, deficit-value, marketing, attitude and cognitive dimensions of brand avoidance. The Pygmalion effect was used to avoid the brand. In this study, gender behaviours were identified as intervening conditions and the role of government as the dominant platform. Copyright © 2020 Inderscience Enterprises Ltd.
Journal of Modelling in Management (17465672) 16(2)pp. 558-578
Purpose: The purpose of this study is to identify the factors affecting brand competitive positioning (BCP) and its components in the home appliance industry and also to develop a scale for it, considering both the seller’s and the buyer’s side. Design/methodology/approach: The factors were investigated both qualitatively and quantitatively. Data was collected from findings of previous research as well as interviews with experts in the industry. After conducting thematic analysis, the extracted factors were confirmed by experts. A total of 400 samples was used to test the BCP scale. Respondents were the customers of some selected home appliance brands. Findings: The results of exploratory and confirmatory factor analyses indicated that seven main factors influenced BCP, including product quality, service quality, perceived price, sales and distribution, marketing communication, market orientation and reputation and background. Also, the five components of BCP are distinctiveness, desirability, credibility, value for money and top of the mind awareness. Originality/value: Modelling a new scale on BCP is of considerable importance. Using mixed method, the current study presents a new scale named Brand Competitive Positioning Scale. © 2020, Emerald Publishing Limited.
International Journal of Learning and Intellectual Capital (14794861) 17(4)pp. 324-345
Competing in international markets poses considerable challenges to companies and calls for special capabilities. The present study aims to identify dynamic organisational capabilities developed by external social capital that are, in turn, necessary for achieving success in export markets. Semi-structured interviews and thematic analysis have been utilised to collect and analyse data, respectively. 16 high-level and export marketing managers of top export companies operating in Isfahan province, Iran, have been purposefully selected based on data saturation in order to participate in the research. The findings indicate that participants rely more on their business networks to develop dynamic capabilities. Moreover, thematic analysis has resulted in the extraction of 28 components in relation to dynamic capabilities which are categorised into five sub-themes. The identified sub-themes include export market exploration and exploitation, dynamic research and development, export entrepreneurial orientation and manufacturing flexibility. The sub-themes have been classified into two broad themes comprising explorative and exploitative dynamic capabilities. Copyright © 2020 Inderscience Enterprises Ltd.
Journal of Marketing Communications (14664445) 26(8)pp. 836-855
In this article, the influence of two design variables of chocolate packaging, i.e., material and graphic, has been examined on consumer impressions and willingness to buy. Kansei Engineering methodology has been applied to measure the emotional responses to the two chocolate packaging design variables. The influence of participants’ gender has been also considered in this study. Three hundred and eighty-five consumers participated in this investigation, evaluating 14 Kansei words for seven different groups of packaging designs. Friedman test has been used to compare the mean ranks of Kansei words among different dimensions of packaging material and graphic design. Findings indicate that packaging material influences some of the components of sensory expectations, brand attitude, quality and price perception, while graphic design affects most of them. Willingness to buy is more related to the packaging graphic design than to the material. In addition, a comparison among the impressions of males and females indicates that females were more likely to be affected by the material of the package. © 2019 Informa UK Limited, trading as Taylor & Francis Group.
International Journal of Internet Marketing and Advertising (14775212) 14(1)pp. 1-18
By using the consumer centric model, this paper is attempting to find how social media based brand communities affect customers' loyalty. The statistical society of this research includes all of the followers of the fan page of a commercial bank on Instagram. The data is analysed using structural equation modelling. The findings revealed that markers of brand community and the customer relationship with the product, brand, and other customers have an impact on brand commitment. It was also found that higher degrees of brand commitment lead to higher degrees of brand loyalty. The findings of this study can help marketing managers to have a better understanding of the factors that can directly or indirectly affect brand commitment and brand loyalty in social media based brand communities. This is the first study that considers both the consumer centric model and the markers of brand community in order to identify different factors that affect brand commitment and brand loyalty in social media based brand communities. Copyright © 2020 Inderscience Enterprises Ltd.
International Journal of Business Excellence (17560055) 18(2)pp. 174-202
Customers' shopping location preferences were analysed by implementing J48 decision tree algorithm. Findings revealed that the existence of discounts at shopping centres and customers' awareness of these discounts is the most important socioeconomic factor that affects customers' behaviour in the context of shopping location preferences. The findings also revealed that the majority of high-income households prefer shopping centres, whereas households in low- or middle-income groups are more inclined toward shopping at individual scattered stores. Finally, the results indicated that J48 decision tree algorithm can be used as a reliable tool for analysing the consumer behaviour due to its high accuracy. © 2019 Inderscience Enterprises Ltd.
Public Library Quarterly (01616846) 37(4)pp. 441-460
Objective: The purpose of this paper is to analyze the influence of marketing intelligence and risk-taking of the librarians of kids/teens libraries on competitive advantage in user loyalty, in view of the parents. Methodology: This research is a descriptive research and was performed using surveys and correlation analysis. The data was collected using a researcher-made questionnaire. The statistical population consisted of parents whose children have used the library services of kids/teens libraries in the Isfahan City. Sample members were chosen by random sampling. SPSS23 and AMOS23 software were used for data analysis. Findings: The findings indicated that the two variables of marketing intelligence and risk-taking ability of the librarians have no direct, significant influence on user loyalty, while competitive advantage directly affects it. However, marketing intelligence and risk-taking ability can influence user loyalty if mediated through competitive advantage. Results: If the librarians of kids/teens libraries can use their marketing intelligence to take reasonable risks, they can create a competitive advantage in service provision. The users will hence realize this advantage, thus turning into loyal users. ©, Published with license by Taylor & Francis. © Elham Kiani, Mitra Pashootanizadeh and Azarnoush Ansari. ©, © Elham Kiani, Mitra Pashootanizadeh and Azarnoush Ansari.
In today's world, science and technology are constantly making progress. Most tasks are now computerized and are carried out using modern technologies. Recently, online stores have soared in popularity, with new ones appearing every day. Such stores provide numerous advantages for merchants and offer better service compared to their physical counterparts. However, quality of service is not the only reason some individuals tend to choose one over the other; this decision may be influenced by a number of other factors. This paper examines the impact of personality, more specifically introversion/extraversion, on online shopping tendencies. The population of the study includes graduate students at the University of Isfahan. A random sample of 92 individuals was drawn. The results indicate that perceived value of online stores has an eighty percent impact on the intention of introverted and extroverted individuals to engage in online shopping. Therefore, in order to encourage individuals to make more online purchases and increase profitability, online store owners need to promote perceived value. © 2016 IEEE.
International Journal Of Information Science And Management (20088310) (SPL.ISSUE1)pp. 69-82
Nowadays, marketing managers are more concerned with identifying and understanding customer behavior in the online space. Since the customers in online space are not visible, it is much essential to have more information about them to provide better services. Customer segmentation is one way to improve the customer problems in an online space. Identifying characteristics of customers and optimal resource allocation to them according to their value to the company is one of the major concerns in the field of customer relationship management and determining factors in E-business success. The purpose of this study is clustering customers online of a mobile sales website based on their lifetime value and RFM model. At the proposed framework in this study after determining the values of RFM model include recently, frequency and monetary of purchase and weighting them using Shannon entropy, a self-organizing map is applied to the segmentation of customers. The customers are categorized into four main segments and characteristics of customers online in each of the segments are identified. Mobile sales website customers are identified by segmenting customers in terms of the pyramid of customer lifetime value. Finally, suggestions are proposed to improve customer relationship management system.
Brand equity is considered as a fundamental concept of digital world business setting so that influences marketing strategies considerably. In addition, service sector's share in Gross Domestic Production (GDP) of developed countries shows significant dependency of economy of these countries on service sector of business. This study investigates factors influence brand equity according to Aaker's model. A considerable portion of Iranian population includes juvenile ages and they are to obtain more effective training and education services in order to gain better social position in the future. So, educational institutions care about brand equity of their services. Data are gathered using questionnaires through random sampling in this study and the analysis of them is performed by regression analysis (RA), confirmatory factor analysis (CFA), and structural equation modeling (SEM) with computer softwares of SPSS, LISREL, and PLS. © 2013 IEEE.
Ansari, A. ,
Kheirabadi a., ,
Ghalamkari, S. ,
Khanjari a.r., International Journal Of Information Science And Management (20088310) 11(SPL.ISS.)pp. 67-84
Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one 237 users of mobile value-added services in Tehran university. Results show that all two dimensions of service quality (interaction quality and outcome quality) and perceived value have significant and positive effects on customer satisfaction while only one dimension of service quality (environment quality) and trust have no effect on customer satisfaction.
International Journal Of Information Science And Management (20088310) 10(SPL.ISSUE)pp. 137-152
Mobile technology and mobile learning are considered as important and impressive factors in earning the organizational competencies and achieving competitive advantages and customer loyalty. The purpose of this study is to evaluate the role of mobile technology in customer loyalty. The Mellat bank mobile services are entering a new transition period. In response, the banking industrial is shifting its strategic focus away from attracting new customers, towards retaining existing customers through the promotion of customer loyalty. This paper investigates how mobile learning and the customer satisfaction influence customer loyalty. The adjustment effect of the mobile learning on customer satisfaction and customer loyalty is also analyzed. This study will also examine how mobile technology and mobile learning, affect both on improvement customer loyalty. The population of the study is Mellat bank. Results indicate that mobile learning support the customer satisfaction, and have a direct and positive effect on that. It also effects on improvement of mobile learning which allows us to reach the superior customer loyalty. Such mobile technology is due to the mobile learning. Actually, this article proposes an integrated model covering a variety of factors which influence mobile learners satisfaction, and show us how to track and evaluate customer' satisfaction and further strengthen the m-Learning system implementation.
International Journal Of Information Science And Management (20088310) (SPL.ISSUE1)pp. 15-25
A successful E-CRM strategy and implementation should be able to demonstrate a shift in the number of interactions from higher cost channels to lower cost electronic channels. Combining this with the ability to demonstrate either sustained or improved relationship strength levels will provide a good overall indicator of the value of a company's E-CRM activities. Highly effective E-CRM comes when companies accurately allocate resources to those areas where they can have the highest impact. The technology acceptance model (TAM) is particularly useful for explaining and analyzing Information System-usage behavior and subsequently, the behavior is influenced by attitude and behavioral intention. Therefore, this study integrates TAM with an extension of innovation diffusion theory (IDT), IS innovation model, in a complimentary manner and, furthermore, empirically concludes some guidelines for practitioners to effectively assist in the diffusion of E-CRM in Clothing Industry. Based on 85 questionnaires collect from 15 clothing companies in Iran, the research finds that studies strongly support this hybrid technology acceptance approach Using the E-CRM Information System.
International Journal Of Information Science And Management (20088310) (SPL.ISSUE2)pp. 13-25
As mobile technologies are becoming more advanced and mobile devices are making a big impact on daily life, a new type of payment system named mobile payment (m-payment) has emerged, enabling users to pay from their wireless devices especially mobile phones. This paper analyzes currently available Wireless-payment systems and finds the stored-value card to be the best overall payment scheme for mobile banking. A good payment protocol should balance the requirements of security and convenience. WAP (Wireless Application Protocol) is one of the prevalent wireless technologies is being embraced by the banking sector. This leads us to suggest that multiple usages can be added to m-payment systems with higher security merit so that they can gain a critical customer base. This study is trying to compare the way of WAP , with other payment technologies and wants to show that by using Analytic Hierarchy Process(AHP) method in mobile banking can provide the goals of the users properly.
