Business and Marketing
Prashant Bari; Sandip Solanki
Articles in Press, Accepted Manuscript, Available Online from 07 September 2023
Abstract
This research paper aims to comprehensively understand the shift brought about by ChatGPT, an advanced generative AI platform, and its effects on traditional online purchase determinants. Through the integration of a systematic literature review of 304 research articles on online purchase intentions, ...
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This research paper aims to comprehensively understand the shift brought about by ChatGPT, an advanced generative AI platform, and its effects on traditional online purchase determinants. Through the integration of a systematic literature review of 304 research articles on online purchase intentions, theories, and constructs, along with an examination of ChatGPT's disruptive capabilities, this study provides valuable insights into the transformative potential of AI in the marketing domain. The literature review process follows the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach, employing a top-down methodology. The findings reveal the dominance of TAM and UTAUT as theories in traditional online purchase determinants, while also identifying key determinants such as privacy concerns, rising purchase power parity, and online incentives. These determinants are further categorized based on geographical variations and standard of living, drawing insights from studies conducted across different regions. By exploring the disruptions caused by ChatGPT, this study bridges the gap in understanding the impact of AI technologies on traditional online purchase determinants. The insights gained from this research will assist marketers in effectively adapting their strategies to leverage ChatGPT's capabilities, taking into account factors such as personalization, privacy, data security, and ethical AI use. Moreover, there is a need to align existing studies such as TAM and UTAUT with recent constructs like ChatGPT, highlighting the importance of integrating new technological advancements into established models.
Business and Marketing
sara hamidi; abas asadi
Articles in Press, Accepted Manuscript, Available Online from 17 September 2023
Abstract
This research is performed in order to discuss effective environmental factors on moral marketing in pharmaceutical industry. The adopted research method is descriptive, survey and correlative. In addition, the population of research includes the entire managers and experts of Tehran’s pharmaceutical ...
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This research is performed in order to discuss effective environmental factors on moral marketing in pharmaceutical industry. The adopted research method is descriptive, survey and correlative. In addition, the population of research includes the entire managers and experts of Tehran’s pharmaceutical firms. By the use of the Cochran’s formula, the sample size was determined as 240 individuals. The samples were collected based on a simple random sampling method. Research data are collected through field studies and library investigations. The research instrument was a questionnaire and the reliability of the questionnaire was calculated as 0.846 through the Cronbach’s alpha method. Research data were analyzed through the application of LISREL software and by the use of inferential and descriptive statistical tests. Results of this research indicate that orientation of legal environment (9.35); work environment (8.95) and awareness environment (4.84) have positive effects on moral marketing. On the other hand, orientation of professional environment was found to have no positive effects on moral marketing. Results of rankings indicate that respectively the factors of working environment, legal environment, awareness environment and professional environment have the highest to least importance in terms of moral marketing among pharmaceutical companies in Tehran.
Business and Marketing
Mahbobeh Naeimi majd; Mohammad Ali Abdolvand; Kambiz Heidarzadeh; Hamidreza Saeidnia
Articles in Press, Accepted Manuscript, Available Online from 01 December 2023
Abstract
Background: Service providers are strongly concerned about the negative effects of service failure. Therefore, the negative effects of failures can be reduced by allocating appropriate service recovery efforts.
Objective: This exploratory research aimed to find the reasons for customer complaints and ...
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Background: Service providers are strongly concerned about the negative effects of service failure. Therefore, the negative effects of failures can be reduced by allocating appropriate service recovery efforts.
Objective: This exploratory research aimed to find the reasons for customer complaints and service failure and provide solutions for service recovery in the hospitality industry. Hence, a qualitative approach was adopted and the critical incident technique (CIT) was used to analyze the opinions of experts in the field. Then, the purposive sampling method and the snowball sampling method were employed to interview 15 experts in the hospitality industry, and their views were extracted and studied using the phenomenological paradigm and Delphi method.
Findings and conclusions: According to the results, it was found that most of the participants of the research chose the hotel through the introduction of friends, the respective architecture and service, a work mission, advertising, accompanying foreign guests, previous stay history, and reputation in the service provision. However, the participants mentioned failure to meet expectations, improper behavior, higher prices, nonprofessional personnel (lack of needs assessment), lack of mastery of menu items, and lack of facilities and hygiene items as the factors influencing service failure. According to the results, behavioral protocols and guidelines, guests’ opinions, management experience, supervision, training, and opinions of personnel can be used to improve service delivery. Moreover, the hotel policies in service recovery were known to be the transparent process of complaint investigation, assessment of customer satisfaction, and assurance to guests to solve the problem.
Business and Marketing
Yohannes Teshome Seifu
Volume 7, Issue 3 , July 2023, , Pages 23-31
Abstract
Abstract This study is conducted to identify the potential factors affecting IFB services and customer satisfaction under the Commercial Bank of Ethiopia (CBE) in Bale Robe, Ethiopia. Cross-sectional study designs such as quantitative and qualitative approaches were used. Cluster method and systemic ...
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Abstract This study is conducted to identify the potential factors affecting IFB services and customer satisfaction under the Commercial Bank of Ethiopia (CBE) in Bale Robe, Ethiopia. Cross-sectional study designs such as quantitative and qualitative approaches were used. Cluster method and systemic random sampling methodology were also used to select IFB account holders. The study showed that the mean difference of IFB service satisfaction among age category of the study participants and the difference were attributed to in age group of 21 to 30 years and 31 to 40 years (P= 0.028). The study also revealed as there is no variation in satisfaction with IFB service across participants’ occupation (F= 1.374 and P-value= 0.243). Socio-cultural factor were also identified to have a significant positive influence on IFB customer satisfaction. Governmental policy and regulation were found to be negatively significant predictor of IFB service (unstandardized beta coefficient = -0.229). In conclusion, relatively good progresses in trends of customer frequency, significant mean variation of IFB service customer satisfaction were seen across different age group of the respondents. The IFB customer satisfactions have significant strong negative correlation with governmental policy and regulation. Based on the above results the need to improve the knowledge and perception of community, expansion and sustaining of IFB service for the larger nation were forwarded as a recommendation. IFB system, the governmental policy, rule and regulation has to be revised.
Business and Marketing
Eslam Karimi; Mojtaba Abbasi Ghadi
Volume 7, Issue 1 , January 2023, , Pages 50-76
Abstract
One of the primary measures considered in the customer relationship management (CRM) of banks and financial institutions is assessing the service environment in various forms of needs assessment and satisfaction assessment. Customer satisfaction refers to the evaluation and judgment of customers regarding ...
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One of the primary measures considered in the customer relationship management (CRM) of banks and financial institutions is assessing the service environment in various forms of needs assessment and satisfaction assessment. Customer satisfaction refers to the evaluation and judgment of customers regarding the perceived quality of the service provided according to their expectations. Countries have designed and implemented various indicators to measure customer satisfaction, known as the national index. Each of these customer satisfaction indicators has strengths and weaknesses. In this research, we used Iran's national customer satisfaction index as a composite index of existing indices. We evaluated it in Shahed Shahed Financial Institution. On the one hand seek to confirm and apply the combined customer satisfaction index in organizations and financial institutions. On the other hand, For the first time, this combined index is used to measure the satisfaction of customers of Shahed Microfinance institution. This research study is helpful for managers of microfinance institutions by providing practical recommendations.