• The Journal of Asian Finance, Economics and Business
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• v.2 no.1
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• pp.5-13
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• 2015

This paper aims to provide an overview of customer trust toward Islamic banks, and to study the effect of trust on the selection of Islamic banks services. A total 375 questionnaires were distributed to the three groups of bank customers, i.e. Islamic banks customers, conventional banks customers, and customers of both banks (125 respondents in each group). Trust is measured based on three constructs, namely Ability, Integrity, and Benevolence. To test the hypothesis this study employs Analysis of Variance and Tukey Test. The results show that bank customers have degree of trust towards Islamic banks relatively high enough, although among the respondents had never become customers of Islamic banks. Benevolence as the dimension with the lowest average score revealed the Islamic banks are more believed as a competent and honest bank in carrying out the business than the bank that will work for the benefit of customers. Other findings suggest that degree of trust have significant affects on the decision for using the Islamic banks services. The positive values that embedded in the concepts and systems of the Islamic is the key to improving the competitiveness of Islamic banks.

• CRM연구
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• v.2 no.2
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• pp.71-88
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• 2009

The purpose of this thesis is to examine the effects of e-CRM activities by the internet shopping mall companies on the purchase activities of purchase customers and the potential customers. The internet shopping companies utilize e-CRM to systematically identify customers' varying demands, and to utilize the results as marketing tools, thus producing a significant effect on the potential customers by generating customer feedback through e-Community. Contrary to their intention, however, cognitive dissonance can occur through e-Community, which may lead to customers' complaints. If these complaints are not properly managed and settled in a timely manner, they can be transferred to other potential customers, and the conformity phenomenon could be created by other complaining customers. Findings obtained through this thesis are as follows: If cognitive disharmony is created by customers who purchased products through the internet shopping malls, this can lead to private complaining behaviors, and subsequently, these behaviors are formed through e-Community. If the internet shopping mall companies do not take any timely and proper measures to intervene in the stage of private complaining behaviors in the first place, these behaviors will immediately escalate into the public complaining behaviors. Furthermore, the complaints will be transferred to other potential customers, ultimately resulting in their swift expansion. In other words, contrary to intention of the internet shopping mall companies, e-CRM does not facilitate the potential customers purchase decision, it rather affects them to postpone or withdraw their purchase decision. Accordingly, the internet shopping mall companies are required to manage e-Community with extreme care, and they should promptly respond to the complaining customers so that e-Community can function properly.

• The Journal of Information Systems
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• v.28 no.4
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• pp.333-358
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• 2019

Purpose The study aims to develop a data-based decision model for private bankers when recommending hedge funds to their customers in financial institutions. Design/methodology/approach The independent variables are set in two groups. The independent variables of the first group are aggressive investors, active investors, and risk-neutral type investors. In the second group, variables considered by private bankers include customer propensity to invest, reliability, product subscription experience, professionalism, intimacy, and product understanding. A decision-making variable for a private banker is in recommending a first-rate general private fund composed of foreign and domestic FinTech products. These contain dependent variables that include target return rate(%), fund period (months), safeguard existence, underlying asset, and hedge fund name. Findings Based on the research results, there is a 94.4% accuracy in decision-making when the independent variables (customer rating, reliability, intimacy, product subscription experience, professionalism and product understanding) are used according to the following order of relevant dependent variables: step 1 on safeguard existence, step 2 on target return rate, step 3 on fund period, and step 4 on hedge fund name. Next, a 93.7% accuracy is expected when decision-making uses the following order of dependent variables: step 1 on safeguard existence, step 2 on target return rate, step 3 on underlying asset, and step 4 on fund period. In conclusion, a private banker conducts a decision making stage when recommending hedge funds to their customers. When examining a private banker's recommendations of hedge funds to a customer, independent variables influencing dependent variables are intimacy, product comprehension, and product subscription experience according to a categorical regression model and artificial neural network analysis model.

• East Asian Journal of Business Economics (EAJBE)
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• v.3 no.3
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• pp.1-13
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• 2015

The purposes of this research are to develop a measurement of Islamic religiosity and applying these measurements to examine the relationship between religiosity and selection of the Islamic bank. Literature searches and in -depth interviews are used to obtain the statement item to build measurement. Furthermore, result of the religiosity measurement will be used to study the relationship between religiosity and the selection of the Islamic bank. Population of the study is Muslim who has bank(s) account. A total 375 questionnaires were distributed to the three groups of bank customers (125 respondents in each group). This res earch has successfully developed a measurement of religiosity, which is called Islamic Religiosity Scale (IRS). On the one hand, the study indicate that religiosity plays a significant role on the decision of customers to choose Islamic banks, because the degree of religiosity of Islamic bank customers is higher than conventional bank customers. Nevertheless, on other hand, this study also revealed that religiosity is not the only factor that influences customers to selecting the Islamic banks, because the degree of religiosity of Islamic bank customers do not differ significantly with customers who hold accounts in both bank.

• The Korean Journal of Franchise Management
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• v.10 no.1
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• pp.7-17
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• 2019

Purpose - Generally, the consumer's decision-making process for restaurant selection is simple and familiar. However, online information becomes important because the decision-making process of consumers becomes complicated in new restaurants and special situations. Because consumers can search for information online, information retrieval is now possible in selecting new restaurants. In particular, consumers often make decisions based on online information when making restaurant reservations. Research design, data, and methodology - All items were measured based on previous studies. The data were collected from customers who had visited the store by visiting the web page of the food service franchise within the last 3 months for the panel of the online survey institute. The questionnaires were surveyed from July 2 to July 11, 2018 for about 10 days. A mail and a message were sent to 2,000 people, and 310 people were asked to complete the questionnaire. Total of 303 data were used in the questionnaire, excluding 7 insufficient data. Results - The findings of this study are as follows: Consensus, vividness, and neutrality have positive effects on enjoyment. Consensus have positive effect on anxiety, but vividness and neutrality did not have significant effect on anxiety. Also, enjoyment has a positive influence on intention to visit, and anxiety has a negative influence on visit intention. Conclusions - First, franchise companies online advertising in a variety of ways, but they are mixed with other customers' WOM and offered to consumers. In this case, the information provided by the company may be distorted. Therefore, a restaurant franchise company needs to operate an official online channel to provide accurate information to its customers. Second, it is necessary to make contents so that other customers can participate in online channels of food service franchise companies. Third, food service franchise company should produce enough online contents to experience indirectly even if the customer does not visit the store directly. Fourth, food service franchise company needs to prepare a way for many customers to participate in many official contents.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.5
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• pp.519-529
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• 2022

Many consumers are opting for online booking over traditional booking systems. Customers can actively seek out information about hotels and lodging services, as well as book rooms, at any time and from any location. Customers also feel more supported when they interact with virtual assistants or professionals. Recognizing this issue, several hotels have focused on improving their websites by incorporating aspects that encourage customers to book directly through the hotel's website. The study's goal is to discover what factors impact people's decisions to book a hotel stay through the hotel's website. Therefore, hotel managers and owners can make decisions to improve the hotel website to attract residents to Can Tho City. The factors are website quality, affective commitment, social presence, and e-trust that affect customers' decision to book through the hotel website. The study uses quantitative methods to collect data from 180 residents living in Can Tho. Through data analysis on SPSS and Amos software, the research results show that three factors considered, namely website quality, affective commitment, and social presence, positively influence customers' booking decisions. This finding also suggests that e-trust is less critical to residents in Can Tho City, different from what the study had predicted.

• The Journal of Industrial Distribution & Business
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• v.9 no.3
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• pp.7-17
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• 2018

Purpose - The purpose of this paper is to improve last mile delivery capability and ensure customers' satisfaction by approaching an analytic hierarchy process(AHP) and identifying criteria framework to determine locations of last mile delivery centre(LMDC). Research design, data, and methodology - Traffic congestion and emission policy in cities are barriers of last mile delivery in dense areas. The urban consolidation centre(UCC) cannot increase last mile delivery efficiency in dense cities because of their space and traffic limitation. In this paper, we develop a case to improve last mile delivery efficiency and to ensure customers' satisfaction by concentrating on LMDC. In addition, AHP has been applied to identify criteria framework and determine LMDC locations. The weighted priorities are derived from parcel delivery industry experts and have been calculated using Expert Choice software. Results - The framework criteria have assisted decision makers to place LMDC in a dense area to enhance customer's satisfaction with last mile delivery service. Conclusions - AHP has provided ranking framework criteria of LMDC potential for parcel delivery industry. The LMDC helps by improving last mile delivery efficiency to final destination amids conditions of CO₂ emissions, traffic congestion, and pollution problems. It especially concerns delivery service activities when delivering parcels to customers rather than UCC.

• Korean Management Science Review
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• v.22 no.2
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• pp.35-49
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• 2005

When new services are introduced, interaction among existing and new services has to be considered. The interaction can be characterized by the substitution or complementary effect among services. This paper analyzes how the interaction among services affects the customers' subscription decision in telecommunication services industry. Based on a face-to-face in-depth survey from a sample of 1,200 respondents, a new wireless internet access service or WiBro is analyzed to identify the substitution/complementary effect in relation to the existing other telecommunication services. Additionally, the important factors explaining both customers' subscription and substitution decisions are identified. The analysis results indicate that males and students are more likely to subscribe WIBro service. Interestingly, family size positively affects the subscription decision. However, heavy users of on-line game are reluctant to subscribe WiBro service. Among the potential WiBro subscribers, the customers who are less satisfied with the existing fixed line broadband internet access service are more likely to stop subscribing the fixed line service, which implies substitution by a new service. We believe that the consideration of the interactions among services is essential to devise a winning strategy for the new services in the highly uncertain telecommunications business environment.

• Industrial Engineering and Management Systems
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• v.15 no.1
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• pp.77-91
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• 2016

Every service firm must find ways to attract new customers, retain existing customers, and remain competitive and profitable. As competition increases, delivering better service becomes more important. Service quality is considered as a vital aspect for the success of the firms. Restaurant cannot be separated from the service quality they have to deliver. The development of restaurant is supported with the reputation of the country where the food comes from. Recently, one of the most trending topic is Korean wave which affects the Korean cuisine. A fuzzy AHP was employed to evaluate the service quality. It is more preferable than traditional AHP which is criticized for its inability to handle the uncertainty of the decision maker's perception. Six attributes are used to evaluate five Korean restaurants in Semarang, Indonesia. The result shows that innovation is the most important attribute. It seems that decision makers viewed the food variation and new method service as main factors that the restaurants have to manage. This finding can provide the managers with valuable insights into the attribute that reflects customers' perceptions; also to position their service based on their competitors. Validating the scale in other culture-based restaurants is an interesting area to be pursued.

• Journal of Service Research and Studies
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• v.3 no.1
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• pp.17-31
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• 2013

With the advent of smart phones, there are increasing demands from customers to connect to the social media services at any time and at any place without restraint. As a result, many foreign companies have lately been able to pursue two-way communication with customers through social media which has enabled them to see the reaction and the needs of customers immediately and respond timely. That is, they are actively engaged in the various marketing activities targeting customers using SNS. According to H. A. Simon's needle theory, it is efficient to make a decision within the bounded rationality due to the difficulty of collecting data in decision-making as well as the inability to collect all information because of limited time and money. If the information or the informant can be trusted, the customers would be able to make a quick decision and get higher satisfaction from it. Therefore, this study examines and thereby empirically demonstrates what role customers' trust plays in a company's marketing using SNS by exploring how trust condition works in the mediated model and, theoretically, intends to introduce an empirical methodology on more strictly mediated moderating effects and, in practice, revisit the role of trust on direct and indirect effect the SNS's quality has on the performance variables such as customer satisfaction and loyalty. This study thereby aims to provide a strategic tool for the companies that plan to use the SNS in developing marketing strategies.