International Journal of Electronic Customer Relationship Management (6 papers in press)
Exploring the Factors Influencing Smartphone Applications Usage: A Mixed Method Study
by Somayeh Zamani, Ali Kazemi, Arash Shahin, Narges Keshtiaray
Abstract: The aim of this study is to investigate the reasons behind different compositions of Smartphone applications chosen to be used by Smartphone users. In other words, this research is designed to unveil why different users utilize different portfolios of Smartphone applications. For this purpose, a semi grounded theory (GT) approach has been carried out. After the emergence of the core category, more observations and informal interviews have been organized for the sake of saturating the categories and their relationships. Then, Structural equation modeling has been used to test the relationships among categories using AMOS software. Findings indicate that the four constructs emerged from the GT phase are mobile connectivity stance, expectable use, social applications usage and functional applications usage. The results revealed that social application usage, affects functional application usage and is affected directly by mobile connectivity stance. Expectable usage strongly affects both social and functional applications usage. Mobile connectivity stance has an indirect impact on functional application usage.
Keywords: Mobile Applications; Usage; Expectable Use; Mobile Connectivity; ICT.
Influence of Demographic variables: Customers Perception about Cross-selling and Up-selling for eBanking
by Neha Gupta
Abstract: Purpose The present study focuses on the influence of electronic banking (eBanking) on customers perception about cross-selling and up-selling considering various demographics variables of the customers of Public Sector Banks (PSBs) of India. Design/methodology/approach Data were collected from 692 respondents by way of simple random sampling. The collected data was analyzed using cross-tabs, frequency and chi-square testing. Findings It has been found that customer demographic influence variables like age groups, annual income, qualification, gender and profession influence cross-selling and up-selling of banking products and services. Further, banks also use these channels for providing information related to products and services of banks and other banking services (like Mediclaim, Life Bancassurance, etc). Such cross-selling and up-selling benefits both customers as well as banks. As banks provide efficient service through transaction process with improvised efforts and customer gets the complete range of solution from one bank by investing minimum time, money and efforts. Practical implications/limitations It has been found that customer demographic variables such as age groups, annual income, qualification, gender and profession will help to build strong and effective cross-selling and up-selling of financial products and services. The identification of most influential demographic variable will help to build strong and effective cross-selling and up-selling of financial products and services. Our study was limited to the customers of PSBs of India, so the findings may be applicable to PSBs only and cannot be generalized. Hence, these information and analysis will assist the banks in providing wide range of services that can be offered to targeted customers by using appropriate marketing strategy. Originality/value This study was made on the primary data, which has provided significant analysis and results for understanding influence of customer demographic on perception. Result shows that demographic variables influence customers perception about cross-selling and up-selling in eBanking for PSBs of India. Similar type of studies may also be made for other banking sectors.
Keywords: eBanking; Customers’ Perception; Delivery Channels; Demographic; Cross-selling; Up-selling.
Factors affecting acceptance of the internet as a marketing intelligence tool among sales staff
by Neda Foroutan, Mohammad Rahim Esfidani
Abstract: The main objective of this study is to identify factors affecting acceptance of the internet as a marketing intelligence tool among sales staff. This research is descriptive-measuring form the field branch and the way of gathering theoretical discussion is library manner. Its data has been obtained by questionnaire. Validity by the experts and its reliability by using Cronbach's alpha was proved.A simple random sampling method was used to select the respondents of the survey. rnIn this paper descriptive statistics is used to show demographic characteristic and to confirm or reject hypotheses, regression analysis and univariate analysis of variance has been used.rnThe results augment the role of Supervisor support as the essential driver of salespeoples attitude to adopt sales technology and perceived usefulness (PU) as a secondary driver and after all perceived ease of use (PEOU) is the third driver of salespeoples attitude to adopt sales technology. rn
Keywords: Marketing intelligence ; Salespeople; Sales staff; Internet; Technology.
The Influence of E-CRM Capability and Co-Information Sharing Activity on Product Competitiveness and Marketing Performance of Small and Medium Enterprises
by Elia Ardyan, Gita Sugiyarti
Abstract: The purpose of this study is to test the influence of e-CRM and co-information sharing on product competitiveness and Small Medium Enterprises (SMEs) performance marketing in Indonesia. The samples in this research were 350 respondents as the owners or managers of SMEs in Indonesia. The analysis in this study was Structural Equation Modeling. Amos 21 version was used in processing the data. In this research, e-CRM is one of important stimulating factors for increasing co-information sharing activity. The increase of co-information sharing activity will influence the increase of product competitiveness and SMEs marketing performance. One of contributions of this research is that the companies ability to relate with their customers by e-CRM will influence the intensity and the quality of co-information sharing activity. The managerial contribution in this research is that choosing appropriate media can make the interaction easier between the SMEs and the customers. The other contribution is that increasing the intensity of co-information sharing activity can support product competitiveness and SMEs marketing performance effectively.
Keywords: E-CRM capability; co-information sharing activity; product competitiveness; SMEs marketing performance.
ASSESSING CHANNEL QUALITY TO MEASURE CUSTOMERS OUTCOME IN ONLINE PURCHASING
by Arsalan Najmi, Waqar Ahmed
Abstract: Purpose In this intense competitive era, businesses surrounded with different internal and external factors are striving to improve their distribution strategy. Online distribution channel is the emerging and still evolving medium through which products are moved to their consumers. This study investigate the effects of dimensions of E-Channel Quality and Product Values on E-Customer satisfaction, leading to E-Customer Loyalty in an economy where E-Commerce is still in evolving phase.rn Design/methodology/approach E-channel quality served as a higher order factor which includes: perceived ease of use (EOU), perceived usefulness (PU), convenience (CON), entertainment (ENT), selection (SEL) and return-ability (RTN); whereas product values served as a higher order factor for product quality (PQ) and price consciousness (PC). Data was collected from 224 university students and PLS-SEM was applied.rnFindings The results revealed that quality attributes of E-Channel and Product values have significant impact on E-customer satisfaction which leads to E-customer loyalty. Based on the findings, the results are discussed and directions for future research are also provided. rnOriginality/value This paper provides a framework to measures the ECS through online distributional capabilities and how e-commerce channel designers should formulate their strategies in the technology evolving context. rn
Keywords: E-channel quality; e-customer satisfaction; e-customer loyalty; product values; higher order latent variable; PLS.
An Empirical Study of factors affecting Customer Loyalty in e-business: A Predictive Study in selected States of India
by Swapnil Mackasare, Sanjit Roy Chowdhury
Abstract: Abstract: The e-commerce business is the latest trend in connecting with the customer in a hyper-competitive world where things change rapidly. Online transactions have brought a new dimension to the buying and selling of goods and services. However the impact of internet in India is constrained by many obstacles and gaps like limited availability of internet infrastructure, high costs of internet access and usage, lack of awareness and truncated digital literacy, narrow range of applications and services. The purpose of this paper is to assess factors that will affect the future usage of e-commerce by internet users across the country which was achieved by the use of a survey approach. Use of social media contacts like LinkedIn and Facebook along with existing contacts of known acquaintances, helped immensely to achieve the intended purpose. Data analysis was done by using SPSS with tools like factor analysis, cluster analysis and discriminant analysis. Results of the study indicate that there is great potential for e-commerce in future provided that the internet users are well aware of the benefits of digital transactions, are digitally literate and have the necessary knowhow of utilizing the benefits of digital transactions. The paper also provides managerial implications for online companies with regard to improved security during transactions, designing convenient website layouts and building a value proposition in order retain online customers in near future.
Keywords: Keywords – online shopping; consumer behavior; online shopping factors; e-commerce transactions; e-loyalty; e-satisfaction; web based purchasing; consumer loyalty in e-commerce.