Customer Behavior Research Papers - Academia.edu (original) (raw)

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- Marketing, Consumer Behavior, Retailing, Customer Behavior
- by Renzo Ardiccioni
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- Marketing, Hospitality Management, Tourism, Behaviour
- by Raymond Fisk
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- Marketing, Services, Research Design, Research Agenda
- by Laurens Debo
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- Marketing, Applied Mathematics, Service Quality, Business and Management
- by Gladis Glad
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- Data Mining, Marketing Strategy, Retailing, Mathematical Sciences

This material is brought to you by the Americas Conference on Information Systems (AMCIS) at AIS Electronic Library (AISeL). It has been accepted for inclusion in AMCIS 2009 Proceedings by an authorized administrator of AIS Electronic... more

- by Maged Ali
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- Customer Behavior, CRM

The development of Indonesia's ICT environment has made the mobile video-on-demand (VOD) platform one of the emerging lifestyles. With advanced smartphone technology, mobile phone subscribers able to enjoy high-resolution mobile VOD service with a greater user experience. The purpose of this study is to profile and predict potential customers of one of the VOD platforms, Netflix, for personalizing marketing targets. Using machine learning predictive analytic methodology, customer profile and behavior data are divided into 3 clusters using the K-Means model before tested with several supervised models for getting the best model for each cluster. Feature importance analysis is conducted to support marketing insight for product offering follows up to each targeted potential customer. Significant variables affecting Netflix buyers and non-buyers within 3 different clusters are defined clearly with the number of potential customers that can be targeted as Netflix's future subscri...

- by SURYADI TANUWIJAYA
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- Predictive Analytics, Customer Behavior

The advancement of the global economy and technology has developed human civilization to a greater extent, it has also caused Massive damage to the global environment. solar energy, hydrogen fuel, and nuclear power are technically complex and cannot achieve mass production in a short period of time. Electric energy is a feasible energy solution at present, can solve the country's dependence on oil resources to a certain extent. As environment concern increases day by day and introduction of the new BS6 engines in India shows a great step in moving towards creating environment-friendly vehicles. But the problem of moving forwards at this pace in India is about the customer perceptive towards electric vehicles in India. As people are not much aware of the technology is and what is the change that it would bring in to there life and environment around them. We can it can be the lack of knowledge about electric vehicles or the trust that they have on the traditional fossil fuel vehicles. As India is a country with people having different lifestyles, habits, cultures etc…its a tough thing for the government here to quickly shift to electric vehicles. This paper talks exactly about the perceptions and buying behavior of the customer when an electric vehicle is launched in the market. this paper will show us a brief understanding of how people in India have their opinion about owning an electric vehicle and difficulties that they feel which concerns them over buying an electric vehicle over traditional diesel and petrol engine vehicles. So after going through the data that's been collected on this study I was able to find quite a few interesting things that have been affecting consumers buying decision towards electric vehicles not that they are not ready to embrace the new technology that's coming but it's more about the doubtfulness that the people have that can they have this in there society and how much will it impact their society positively and negatively. The study also shows that people are more concerned about its long-lasting feature such limited range as people in India love travelling in there own vehicles and the safety of the car as it runs on a battery which is quite new for the people and its durability. The factors that influences customers in purchasing of electric vehicles are not only about the design and development of electric vehicles that suits customer demands but it also serve as a theoretical idea in which Electric Vehicles can be Maximized and provide a choice for Customers purchase. the government and Automobile manufacturers need to focus on increasing the awareness and give publicity of there electric vehicles and Start launching more attractive battery, infrastructure and charging schemes to attract customers and promote the sustainable Energy development of the automobile industry.

- by IJRASET Publication
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- Electric Vehicles, Green Technology, Environmental Concern, Customer Behavior
- by Nan-Chen Hsieh
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- Data Mining, Marketing Strategy, Neural Network, Mathematical Sciences
- by Bill Jolley and +1
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- Business, Customer Satisfaction, Multidisciplinary, Habit
- by Francine Garlin
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- Business, Consumer Behavior, Retail, Multidisciplinary

Drawing on a sample of 684 mobile subscribers in the US, this study investigates the effect of mobile number portability (MNP) by focusing on subscribers’ perceptions and behaviors on MNP. The FCC mandated number portability to wireless carriers for customer benefits through increased competition in the industry. Statistical analyses in this study reveal, however, subscribers perceive switching barrier is still

- by Dong Shin
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- Information Systems, Competitive advantage, United States, Customer Behavior
- by Jill Sweeney
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- Marketing, Brand Management, Service Quality, Brand Loyalty
- by GARPH Publication
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- Marketing, Humor, Advertising, Advertisement

Although management scholars have devoted considerable effort to researching the effects of servicescapes [Bitner, M.J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71] on customer behavior, we still lack an up-to-date systematization of both theoretical and empirical findings. This paper aims at filling the gap with a systematic literature review based on rigorous criteria. In reviewing the 188 selected papers, attention has been devoted to an in-depth analysis of new research paths on the topic. Our research findings contribute to a deep understanding of the link between customer behaviors and new ways of interpreting specific features of the servicescape. We believe these implications are valuable for both managers and scholars.

- by Sara Poggesi
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- Marketing, Research Agenda, Tourism, Systematic Literature Review
- by Moshe Davidow
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- Consumer Behavior, Tourism and Hospitality Education, Tourism, Word of Mouth
- by Jacquelyn Thomas
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- Marketing, Customer lifetime value, Customer Behavior, Service
- by Gereltuya Ganbat
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- Marketing, Decision Making, Customer lifetime value, Interactive Marketing
- by Janet McColl-kennedy
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- Marketing, Justice, Tourism, Service recovery
- by Nancy Sirianni
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- Tourism, Business and Management, Service Innovation, Service management
- by Ruth Bolton
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- Marketing, Research Agenda, Tourism, Business and Management
- by Trang Le
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- Mobile Applications, Customer Behavior

Abstract: Understanding and adapting to changes in customer behavior is an important aspect for survival in a continuously changing environment. This paper develops a methodology based on decision tree analysis to detect the change in classified customer segments automatically between two data sets collected over time. We first define three types of changes as the emerging pattern, the unexpected change and the added/perished rule. Then, similarity and difference measures are developed for rule matching to detect all types of change. Finally, the degree of change is developed to evaluate the amount of change. Our suggested methodology based on decision tree analysis in the change detection problem can be used in more structured situations in which the manager has a specific research question and it also detects the change of classification criteria in a dynamically changing environment. A Korean Internet shopping mall case is evaluated to represent the performance of our suggested methodology, and practical business implications for this methodology are also provided. We believe that the change detection problem and the suggested methodology will become increasingly important as more data mining applications are implemented.

- by Jae Kyeong Kim
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- Cognitive Science, Expert Systems, Data Mining, Customer Behavior
- by Hans Ittmann
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- Economic policy, Public sector, Customer Behavior, Qualitative Data
- by Kisang Ryu
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- Entrepreneurship, Marketing, Business Ethics, Communication

Customer activity and turnover is a critical component in measuring profitability and market performance. Understanding customer behavior is a vital in examining firms the marketplace. The purpose of this study is to examine of the use of marketing analytics to measure customer behavior in small business enterprises (SME). The study used three hypotheses to guide the direction of the research. Building on key theoretical concepts grounded in accounting, finance and marketing literature, this study used analytics to measure both customer behavior and firm behavior patterns. This study examined three significant marketing analytics: (a) customer behavior analytics (customer turnover/frequency; velocity of profit/payment for services); (b) marketing behavior analytics (potential of product/services; economic conditions); and economic behavior analytics (pricing adjustment; market barriers). A random sample (N = 198) of businesses were examined for the study. A quantitative methodology was used to examine data collected from the businesses. The results were calculated using a discriminant analysis and a Pearson's Correlation. Based on the results of the study, the marketing behavior analytic proved to be moderately significant in predicting customer behavioral patterns.

- by D. Anthony Miles
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- Customer Behavior, Marketing Analytics, market behavior

The concept of "brand" has provoked a huge curiosity among researchers from around the world because it plays a very important role in all marketing activities. This study aims to provide an overview of the impact of brand names on Kosovo consumers’ behavior and on their decision for car purchasing. The study will also investigate the other factors that consumers consider important when buying cars such as price, quality and country of origin, and among others the study will also investigate what is their opinion on the role of the car brand in determining the social status of the person and its impact on a persons’ self-esteem. This research is of an empirical nature and is carried out by collecting primary data via a self-administered questionnaires distributed electronically to 100 randomly selected car possessors. The study has pointed out that brand is not the decisive factor when making a decision to purchase a car. The price, quality and country of origin of cars are considered the most important attributes in determining the purchase. The results of this paper can be used by marketing managers and car dealers who, based on the data obtained from this research, can create new price strategies or even implement other promotional forms that put more emphasis on price, quality and country of origin of cars in order to better access their customers.

- by Open Access Publishing Group and +2
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- Management, Marketing, Brand Management, Quality
- by gabriel cepeda
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- Business, Services, Service Quality, Multidisciplinary

In the context of current crises following COVID-19 and growing global economic uncertainties, the issues regarding financial transactions with FINTECH are increasingly apparent. Consequently, in our opinion, the utilization of FINTECH financial transactions leads to a risk-reduction approach when in contact with other people. Moreover, financial transactions with FINTECH can save up customers’ pecuniary funds. Therefore, during crises, FINTECH applications can be perceived as more competitive than the traditional banking system. All the above have provoked us to conduct research related to the utilization of financial transactions with FINTECH before and after the COVID-19 crisis outbreak. The aim of the article is to present a survey analysis of FINTECH utilization of individual customers before and after the crisis in Bulgaria. The methodology includes a questionnaire survey of 242 individual respondents. For the data processing, we implemented statistical measures and quantitati...

- by Ioulia Poulaki
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- Business, Crisis Management, Risk Management, Customer Behaviour

Service recovery is an important means of satisfying customers
after a failure has occurred. Yet there seems to be some
confusion about how to go about effecting a recovery and only
limited empirical work exists. This work has not distinguished
between the strategies needed to recover different types or levels
of failure situations or whether the recovery should lead to
delighted or merely satisfied customers. This exploratory study
was based on data collected from customers in major UK banks
and evaluated responses to a frequently occurring failure
scenario. It found that customers have clear expectations of
service recovery. The study also succeeded in distinguishing
between the actions required in dealing with service failures
(single deviation) and the situations where there was an
inappropriate or inadequate response to the failure (double
deviation). Furthermore, it was found that one set of actions can
restore the customer to a satisfied state whereas an enhanced set
of actions will delight the customer:

- by Gitonga Charles
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- Hospitality, Customer Behavior
- by Mitra Arami
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- Market Research, Marketing Strategy, Customer Behavior, Wirtschaftsinformatik
- by James Liou and +1
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- Engineering, Data Mining, Marketing Strategy, Market Segmentation

This article investigates the specific experience of anger and dissatisfaction and their effects on customers' behavioral responses to failed service encounters across industries. Study 1 demonstrates that anger and dissatisfaction are qualitatively different emotions with respect to their idiosyncratic experiential content. Study 2 builds on these findings and shows how anger and service encounter dissatisfaction differentially affect customer behavior. It provides empirical support for the contention that anger mediates the relationship between service encounter dissatisfaction and customers' behavioral responses. The findings of Study 2 diverge from previous findings in marketing on the interrelationships between customer satisfaction/dissatisfaction, related consumption emotions, and customers' behavioral responses to service failure. The implications of these findings for services marketing theory and practice are delineated.

- by Come Back
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- Marketing, Consumer Behavior, Customer Satisfaction, Tourism

This paper proposes the methodology to determine and analyze factors that influence the intention to use E-tourism services. The analysis data collected from 206 tourists in Vietnam are utilized for reliability analysis, confirmatory factor analysis, structural equation modeling. The results show that the intention to use is positively affected by attitude, usefulness, and corporate image. In particular, the attitude towards the service is positively affected by perceived usefulness and negatively affect by perceived risk. In addition, the research also points out that information security has a negative impact on the ease of use and a positive impact on perceived usefulness.

- by IAEME Publication
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- Tourism, Customer Behavior, Intention to Use, Travel Service Distribution
- by Allard Van Riel
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- Services, Service Quality, Customer Satisfaction, Customer Behavior
- by Robert Uluski
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- Data Mining, Customer Satisfaction, Biogas, Control Systems
- by Erdogan Ekiz
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- Customer Satisfaction, Customer Loyalty, Customer Behavior, Path Analysis

As established many times, individuals’ behavior is an outcome of the culture they belong to. Lifestyle is one of the most important outcomes of the cultural impact on individuals. Extending the lifestyle and related variables will shape the shopping behaviour of any individual in a particular situation and for a particular product/service. Considering online shopping, which is at élan in contemporary times impact of culture is undoubtedly a lot. There is a clear difference between traditional and virtual marketplace. Customers tend to buy more and regularly based on perceived trust in E-commerce and the experience of using the virtual shopping platforms. This brief research article has explored the cultural impact on the online shopping behavior of citizens in the Al Dhahira region of the Sultanate of Oman. The author has elaborated on the impact of culture in reference to Hofstede’s cultural values model. This is not the first time that impact of culture is being explored on the purchase intention or behaviours of online customers. However, there has not been a prior attempt to explore the impact of culture on the online shopping behavior of customers, especially in the Al Dhahira region of the Sultanate of Oman.

- by Rima Solanki
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- Consumer Behavior, Online Shopping, Customer Behavior, Online Shopping Behaviour

- by Andry Alamsyah
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- Predictive Analytics, Customer Behavior

Online shopping is the process of buying goods and services from online retailers. Since the advent of the World Wide Web, retailers have been eager to sell their products to Internet users. Consumers can visit web stores from their homes and shop as they sit in front of a computer Nowadays, online shopping has become popular among people, they have become techno-savvy and feel more comfortable using tinternet. So online shopping has become a habit and that is why it is necessary to do a study on online shopping and perception. The main purpose of this study is to study consumer perception of online shopping and to discriminate against this perception of sexual desire. For this purpose, with the help of a simple sampling method, 150 respondents were selected and data were collected through a systematic questionnaire. Based on the data analysis it is found that many customers are perceived that online shopping is a better option than hand-bought and most customers are satisfied with their online transactions. Customers access their net at home and office/college. Most customers buy clothing, electronics, and accessories. The most frightening obstacle to online shopping was customers having to give their credit card numbers and not see the products themselves. Consumers agree with the statement that online shopping is more expensive than manual purchases, it takes longer to deliver products and they face problems while shopping online.

- by IJRASET Publication
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- Understanding, Sexism, Customer Behavior
- by Kausar Fiaz Khawaja
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- Business, Data Mining, Statistical Analysis, Productivity

Purpose???The Islamic credit card is a type of banking product offered by Islamic banks. Given the importance to the Islamic credit card to Islamic banks, the study is aimed at identifying the factors determining the Malaysian bank... more

- by Hanudin Amin, Ph.D
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- Islamic Banking, Customer Behavior, Design Methodology, Information Gathering
- by Aquí deberia Estar mi Nombre
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- Psychology, Neurology, Neuroimaging, Neuromarketing

We develop a structural demand model that captures the eect,of out-of-stocks on customer behavior that can be estimated,using data commonly,and easily available to a store manager. Our model allows for flexible substitution patterns which are based on utility maximization,principles and can accommodate categorical and continuous product characteristics, while also explicitly modeling product,availability without,imposing,restrictive assumptions. The methodology,can be applied to

The lack of trust is one of the most frequently cited reasons for customer's not returning to Internet service providers. As a new form of commercial activity, online financial services and stock trading involve more uncertainty and risk than traditional financial services. Trust is therefore a relatively influential factor of customer behavior in online financial services. The purpose of this study is to propose a framework of intention to continuously adopt online financial services. Furthermore, the mediated effects of Website trust are trusted. The main method of data collection for this study is a survey instrument designed by the author. The data were gathered from the survey and tested by using partial least squares. The research findings showed that: 1) Website trust influences on the intention to continuous use of online financial services; 2) cognitive trust of online customers influences on affective trust; 3) factors of transaction security, Website and company awareness, prior Internet experience, and navigation functionality directly influence on cognitive trust of online customers, and; 4) transaction security is the only factor that influences on affective trust of online customers

- by Shih-Hua Li
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- Financial Services, Internet Service Provider, Customer Behavior, Data Collection