Search results for: citizen/customer participation

Authors: Derrick Boakye Boadu, Zahra Fakhri

Abstract:

Transformational leaders are the catalyst of change and focus more importantly on members or followers. Involvement of transformational leadership style in organizational structures can provide interesting nuances to the implementation and enhancement of citizen and customer participation mechanisms in an organization regardless of the time consuming, cost, and delaying process of analyzing the feedback of workers and citizens/customers which stifles good outcome of organization’s department performance. It posits that transformational leadership has a positive direct effect on organization-departmental performance and the intervening role of citizen and customer participation and internal communication. Using the NASP-IV 2007 data, the article finds support for the five hypotheses in a structural equation model, and the findings show that transformational leadership does have a direct impact on organizational-departmental performance a partial mediation effect of the relationship through the role of internal communication and citizen and customer participation.  

Keywords: transformational leaders, departmental performance, internal communication, citizen/customer participation

Procedia PDF Downloads 85

Authors: Thomas Benson

Abstract:

Smart cities have been heralded as multi-faceted entities which utilise information and communication technologies to enhance citizen participation. The purpose of this paper is to outline authoritative definitions of smart cities and citizen participation and investigate smart city citizen-centrism rhetoric by examining urban governance and citizen participation processes. Drawing on extant literature and official city government documents and websites, Singapore (Singapore) and Tokyo (Japan) are chosen as comparable smart city case studies. For the smart city to be truly realised, this paper concludes that smart cities must do more to incorporate genuine citizen participation mechanisms.

Keywords: citizen participation, smart cities, urban governance, Singapore, Tokyo

Procedia PDF Downloads 121

Authors: Mark Jason E. Arca, Jay Vee R. Linatoc, Rex Francis N. Lupango, Michael Joe A. Ramirez

Abstract:

Participation promises an avenue for citizens to take part in governance, but it does not necessarily mean effective participation. The proper integration of participants in the decision-making process should be properly addressed to ensure effectiveness. This study explores the integration of the participants in the decision-making process to reveal the level of participation in the Solid Waste Management audit done by the Citizen Participatory Audit (CPA), a program under the supervision of the Commission on Audit. Specifically, this study will use the experience of participation to identify emerging themes that will help reveal the level of participation through the integrated ladder of participation. The researchers used key informant interviews to gather necessary data from the actors of the program. The findings revealed that the level of participation present in the CPA is at the Placation level, a level below the program’s targeted level of participation. The study also allowed the researchers to reveal facilitating factors in the program that contributed to a better understanding of the practice of participation.

Keywords: citizen participation, culture of participation, ladder of participation, level of participation

Procedia PDF Downloads 377

Authors: Ali Zaimi

Abstract:

Citizen participation in local government is an opportunity given to citizens and government to increase communication between them, create public support for local government plans and most important grow public trust in government. Also, the citizens’ involvement in the political process is an important part of democracy. This study aims to define the strategies for increasing citizen participation in local governance and concentrated in two important mechanisms such as participatory budget and public policy councils. Three strategies that promote more effective citizen involvement in local governance are understanding and using formal institutions of power, collaboration of citizens’ groups and governments officials to jointly formulate programs plans, electing and appointing local officials. A unique aspect of citizen participation to operate effectively is the transparency of government and the inclusion of actors into decision-making. The citizen engagement in local governance enhances accountability and problem solving, promote more inclusive and cohesive communities and enlarge the quality and quantity of initiatives made by communities.

Keywords: accountability, citizen participation, democracy, government

Procedia PDF Downloads 219

Authors: Trinh Hoang Hong Hue

Abstract:

Citizen Participation has been largely considered as an important objective of improving democracy and government decision-making in Vietnam recently. The Public Administration Performance Index Survey data (PAPI) indicated that citizens in provinces that have a higher proportion of male often less participate in local governance than those in provinces that have lower proportion of male. That means Vietnamese women more actively participate at the local governance rather than men. Thus this study will explore factors involving gender differences that impact on citizen participation at the local level. Applying qualitative approach, mainly in-depth interview, this study explores four diverse perspectives on enhancing citizen participation for both women and men at the local governance including civic knowledge; the trust of citizens; suitable policies of local government; and the role of NGOs. Furthermore, this study also points out two crucial reasons that are leading to the gender differences of citizen participation at the local level. Firstly, because Vietnamese women play the main role in family financial management; then they are willing to highly contribute to ‘voluntary contributions’; one of the four sub-dimensions of the concept ‘citizen participation’ of PAPI. Secondly, in Vietnam, women are deeply prone to be interested in the small issues at the local governance; whereas men are much keen on the bigger issues at national and international governance.

Keywords: citizen participation, gender, women, local governance, PAPI, Vietnam

Procedia PDF Downloads 116

Authors: Amós García Montaño

Abstract:

In a democracy, a public policy must be developed within the regulatory framework and considering citizen participation in its planning, design, execution, and evaluation stages, necessary factors to have both legal support and sufficient legitimacy for its operation. However, the complexity and magnitude of certain public problems results in difficulties for the generation of consensus among society members, leading to unstable and unsuccessful scenarios for the exercise of the right to citizen participation and the generation of effective and efficient public policies. This is the case of public policies against corruption, an issue that in Mexico is difficult to define and generates conflicting opinions. To provide a possible solution to this delicate reality, this paper analyzes the principle of reasonableness as a tool for identifying the basic elements that guarantee a fundamental level of the exercise of the right to citizen participation in the fight against corruption, adopting elements of human rights indicator methodologies. In this sense, the relevance of having a legal framework that establishes obligations to incorporate proactive and transversal citizen participation in the matter is observed. It is also noted the need to monitor the operation of various citizen participation mechanisms in the decision-making processes of the institutions involved in the fight and prevention of corruption, which lead to an increase in the improvement of the perception of the citizen role as a relevant actor in this field. It is concluded that the principle of reasonableness is presented as a very useful tool for the identification of basic elements that facilitate the fulfillment of human rights commitments in the field of public policies.

Keywords: anticorruption, public participation, public policies, reasonableness

Procedia PDF Downloads 55

Authors: Sindhu Manjesh

Abstract:

This paper examines citizen journalism in India, specifically the inclusion of user-generated content (UGC) by mainstream media, by focusing on the case study of the Citizen Journalist show on CNN-News 18, a national television news broadcaster. It studies the processes of production involved in Citizen Journalist to find out how professional journalists and citizens interact to put together the show in order to help readers understand the relationship between journalists and the public in the evolving media landscape of India, the world’s largest democracy, and a leader in the Global South. Using an in-depth case study approach involving newsroom ethnography, interviews, and an examination of Citizen Journalist content, it studies the implications of audience participation for traditional journalistic routines and values – specifically gatekeeping and objectivity. Citizen Journalist began to much fanfare and promise about including neglected citizen views and voices. Based on evidence gathered, this study, however, argues that claims made by CNN-News18 about democratizing news production through Citizen Journalist were overstated. It made some effort to do this and broadcast a lot of important stories. But overall, in terms of bringing in citizen voices, it did not live up to its initial promise because the show was anchored in traditional journalistic norms and roles and the channel’s economic imperatives. Professional journalists were ironically the producers of 'citizen journalism' in this case. Mainstream media’s authority in defining journalistic work –who says what, where, when, why, and how– remains predominant in India. This has implications for democratic participation in India. The example of Citizen Journalist –the model it followed, its partial success, and many limitations– could well presage outcomes for other news outlets, in India and beyond, which copy its template.

Keywords: citizen journalism, digital journalism, participatory journalism, public sphere

Procedia PDF Downloads 92

Authors: John Gaber

Abstract:

Planners regularly use citizen input as empirical data to help them better understand community issues they know very little about. This type of community data is based on the lived experiences of local residents and is known as "emic" data. What is becoming more common practice for planners is their use of data from local experts and stakeholders (known as "etic" data or the outsider perspective) to help them fill in the gaps in their analysis of applied planning research projects. Utilizing international Health Impact Assessment (HIA) data, I look at who planners invite to their citizen input investigations. Research presented in this paper shows that planners access a wide range of emic and etic community perspectives in their search for the “community’s view.” The paper concludes with how planners can chart out a new empirical path in their execution of emic/etic citizen participation strategies in their applied planning research projects.

Keywords: citizen participation, emic data, etic data, Health Impact Assessment (HIA)

Procedia PDF Downloads 461

Authors: Albert T. Akume, P. D. Dahida

Abstract:

This paper examines the effect of various epochs of governments on policy making in Nigeria. The character of governance and public policy making of both epochs was exclusive, non-participatory and self-centric. As a consequence the interests of citizenry were not represented, neither protected nor sought to meet fairly the needs of all groups. The introduction of the post-1999 democratic government demand that the hitherto skewed pattern of policy making cease to be a character of governance. Hence, the need for citizen participation in the policy making process. The question then is what mode is most appropriate to engender public participation so as to make the policy making process functional? Given the prevailing social, economic and political dilemmas the utilization of the direct mode of citizen participation to affect policy outcome is doubtful if not unattainable. It is due to these predicament that this paper uses the documentary research design argues for the utilization of the indirect mode of citizen participation in the policy making process so as to affect public policy outcome appropriately and with less cost, acrimony and delays.

Keywords: governance, public policy, participation, representation, civil society

Procedia PDF Downloads 346

Authors: Michaela Kaineder, Beate Bartlmae, Stefan Gaebler, Miriam Gutleder, Marlene Wuerfl

Abstract:

Digital tools and e-participation processes have seen a steady increase in popularity in recent years. While online trends come with the premise of new opportunities and easier participatory possibilities, there are still manifold challenges that smart city initiators and developers need to face. In this paper, innovative quality criteria of citizen participation processes was suggested by defining meaningful and measurable evaluation categories. Considering various developments, including the global megatrend of connectivity, a need for a fundamental examination of the basic structure of citizen participation processes was identified. To this end, the application of methods and tools through different points in the policy cycle is required. In order to provide an overview of the current challenges and problems in the field of participation, this paper analyzes those issues by carrying out a literature review that also focuses on disparities in the civic sector that might hinder residents in their desire for engagement. Additionally, a case study was chosen to demonstrate the potential that e-participation tools offer to planning experts and public authorities when integrating citizen’s creativity and experience at a large scale. This online co-creation process finally leads to offline events – such as local co-design workshops - with professional planners. The findings of this paper subsequently suggest a combination of e-participation and analogue forms to merge the benefits of both worlds, resulting in a broader audience and higher quality for participation processes.

Keywords: citizen participation, disparities, e-participation, integrated urban development, sustainable development goals, sustainable urban development

Procedia PDF Downloads 118

Authors: Halimah Abdul Manaf, Ahmad Martadha Mohamed, Zainal M. Zan, Nur Rusydina Khadzali

Abstract:

Strengthening accountability among civil servants has been at the centre of government transformation ever since the country is striving to become a developed nation by the year 2020. One critical area that has become the loci of attention is increasing the accountability of local government by delivering services that are preferred by the communities. This article explores the practices of citizen participation and political accountability in local government in Malaysia. The existing literature has identified a mismatch between the demands of the community and the actual services delivered by the local government. Based upon this framework, this research attempts to examine the linkages between citizen participation and political accountability in selected local governments in Malaysia. This study employs quantitative method involving 1155 respondents who were randomly selected from local government personnel as well as local citizens. The instruments in the questionnaires were adopted from Wang and Wart (2007) who have also studied local government accountability. The findings reveal that respondents are satisfied with the services provided to the community. However, three areas of concerned are the inadequacy of citizens’ participation in programs, immediate actions on complaints as well as the slow response to repair dilapidated basic infrastructures such as roads, park, and recreations. It is recommended that local governments in Malaysia continue to engage the citizens in the decision making process so that the needs and demands of the citizens can be adequately fulfilled.

Keywords: citizen participation, political accountability, local government, Malaysia

Procedia PDF Downloads 188

Authors: Joanne F. Hayek

Abstract:

This study explores the use of gamification to promote citizen e-participation in urban planning. The research departs from a case study: the ‘Shape Your City’ web app designed and programmed by the author and presented as part of the 2021 Dubai Design Week to engage citizens in the co-creation of the future of their city through a gamified experience. The paper documents the design and development methodology of the web app and concludes with the findings of its pilot release. The case study explores the use of mobile interactive mapping, real-time data visualization, augmented reality, and machine learning as tools to enable co-planning. The paper also details the user interface design strategies employed to integrate complex cross-sector e-planning systems and make them accessible to citizens.

Keywords: gamification, co-planning, citizen e-participation, mobile interactive mapping, real-time data visualization

Procedia PDF Downloads 111

Authors: Najmeh Malekpour Bahabadi

Abstract:

Small fast-developing Iranian cities with a historical background have no defined criteria for their social sustainability. However, their traditional architecture is well-known as a socially and environmentally sustainable role model. In today's cities, citizens' participation has been considered an effective strategy to achieve social sustainability. By scrutinizing the extent and manner of public participation in traditional Iranian cities, taking Yazd's historical context as a case study, this study examines how these criteria can be applied to developing parts of the city. The paper first reviews the concepts, levels, and approaches of public participation to analyze different modes of citizen participation. Then, exploring social behavior and activities in Yazd, using the qualitative-analytical methodology, the paper compares diverse elements influencing participation with contemporary approaches. The findings of this study would lead to suggestions for the developing parts of the city to enhance their socially sustainable development.

Keywords: citizen participation, social behaviors, traditional city, built environment, social sustainability

Procedia PDF Downloads 100

Authors: Long Pham, Julia Blanke

Abstract:

An increasingly popular way of establishing citizen engagement within communities is through ‘city apps’. Currently, most of these mobile applications seem to be extensions of the existing communication media, sometimes merely replicating the information available on the classical city web sites, and therefore provide minimal additional impact on citizen behavior and engagement. In order to overcome this challenge, we propose to use a holistic behavioral model to generate dynamic and contextualized app content based on optimizing well defined city-related performance goals constrained by the proposed behavioral model. In this paper, we will show how the data collected by the CorkCitiEngage project in the Irish city of Cork can be utilized to calibrate aspects of the proposed model enabling the design of a personalized citizen engagement app aiming at positively influencing people’s behavior towards more active participation in their communities. We will focus on the important aspect of intentions to act, which is essential for understanding the reasons behind the common value-action-gap being responsible for the mismatch between good intentions and actual observable behavior, and will discuss how customized app design can be based on a rigorous model of behavior optimized towards maximizing well defined city-related performance goals.

Keywords: city apps, holistic behaviour model, intention to act, value-action-gap, citizen engagement

Procedia PDF Downloads 198

Authors: Mehrnoosh Askarizadeh

Abstract:

The customer’s value has become obvious for the leading companies in today’s competitive environment. Therefore they are constantly trying to improve their relationship with customers. Customer Knowledge has been recognized as a strategic resource and a key to the success of any company. Talking about the Customer Knowledge Management is closely associated with Knowledge Management and Customer Relationship Management (CRM). Recent studies conducted in the fields of Knowledge Management (KM) and Customer Relationship Management (CRM) has explained that the two approaches can have great synergies. In this paper, our aim is to provide an understanding of Customer Knowledge Management (CKM) as an integrated management approach and competence it requires. We describe CKM as an ongoing process of generating, disseminating and using customer knowledge within an organization and between an organization and its customers. In addition, we propose a comprehensive framework of CKM, the ability to integrate customer knowledge into customer relationship management processes.

Keywords: e-commerce, knowledge management (KM), customer relationship management (CRM), customer knowledge management (CKM)

Procedia PDF Downloads 518

Authors: Najmuddin Najmuddin

Abstract:

The purpose of this study is to determine whether media usage and change of citizenship norms influence political participation. The focus of this study is to examine citizenship norms in the context of the development of information, and communication technology and how it will impact political participation in the context of Indonesia's transition to democracy. The study use survey method. The main theoretical framework is media and political participation. The results of this study reveal that gender, age and educational background of the respondents did not influence significantly media usage and citizenship norms. The Results also show that educational background is not a factor that distinguishes media usage but it becomes differentiating factor in citizenship norms. The results further show that the media usage has a significant correlation with citizenship norms and citizenship norms has a significant relationship with political participation. In addition, media usage and citizenship norms impact significantly to political participation. The sub-dimensions of citizenship norms (compliance, duty, and engaged citizen) provides a significant contribution to the sub-dimensions of political participation (traditional political participation, modern political participation, civic political participation). Based on the findings it can be concluded that the political euphoria in the era of transition to democracy has changed pattern media usage and citizenship norms of among the young generation.

Keywords: media, citizenship, norms, political, participation, democracy

Procedia PDF Downloads 319

Authors: Resul Öztürk

Abstract:

Experiential marketing is one of the marketing approaches that offers an exceptional framework to integrate elements of experience and entertainment in a product or service. Experiential marketing is defined as a memorable experience that goes deeply into the customer’s mind. Besides that, customer satisfaction is defined as an emotional response to the experiences provided by and associated with particular products or services purchased. Thus, experiential marketing activities can affect the level of customer satisfaction and loyalty. In this context, the research aims to explore the relationship among experiential marketing, customer satisfaction and customer loyalty among the cosmetic products customers in Konya. The partial least squares (PLS) method is used to analyse the survey data. The present study’s findings revealed have that experiential marketing has been a significant predictor of customer satisfaction and customer loyalty, and also experiential marketing has a significantly positive effect on customer satisfaction and customer loyalty.

Keywords: experiential marketing, customer satisfaction, customer loyalty, social sciences

Procedia PDF Downloads 432

Authors: Boukrida Rafiq

Abstract:

Democracy is based on the notion that all citizens have the right to participate in the managing of political affairs and that every citizens input is of equal importance. This basic assumption clearly places emphasis on public participation in maintaining a stable democracy. The level of public participation, however is highly contested with many theorists arguing that too much public participation would overwhelm and ultimately cripple democratic systems. On the other hand, others who favor high levels of participation argue that more citizen involvement leads to greater representation. Regardless of these disagreements over the utopian level of participation, there is widespread agreement amongst scholars that, at the very least, some participation is necessary to maintain democratic systems. The ways in which citizens participate vary greatly and depending on the method used, influence political decision making at varying levels. The method of political participation is a key in controlling public influence over political affairs and therefore is also an integral part of maintaining democracy, whether it be "thin" (low levels of participation) or "Robust" (high levels of participation). High levels of participation or "robust" democracy are argued by some theorists to enhance democracy through providing the opportunity for more issues to be represented during decision making. The notion of widespread participation was first advanced by classical theorists.

Keywords: assumption clearly places emphasis, ultimately cripple, influence political decision making at varying, classical theorists

Procedia PDF Downloads 431

Authors: Chananporn Areekul

Abstract:

The purpose of this study was to study the experimental result of using board games for enhancing the active citizen of the undergraduate students. The research methodology of this study was the quasi experimental research. The sample was 30 undergraduate students that were chosen by the purposive sampling. The instruments were board games for enhancing the active citizen and the questionnaire for measuring the active citizen levels. The result of the mean difference test was found that there were statistically significant differences at the .05 level (t = 2.028, p = 0.047) between before and after using board game for enhancing the active citizen of undergraduate students.

Keywords: active citizen, board game, learning innovation, undergraduate students

Procedia PDF Downloads 99

Authors: Beata Zatwarnicka-Madura

Abstract:

The objective of the article was to identify the impacts of gamification on customers' behaviour. The most important applications of games in marketing and mechanisms of gamification are presented in the article. A detailed analysis of the influence of gamification on customers using two brands, Foursquare and Nike, was also presented. Research studies using auditory survey methods were carried out among 176 young respondents, who are potential targets of gamification. The studies confirmed a huge participation of young people in customer loyalty programs with relatively low participation in other gamification-based marketing activities. The research findings clearly indicate that gamification mechanisms are the most attractive.

Keywords: customer loyalty, games, gamification, social aspects

Procedia PDF Downloads 461

Authors: Barbora Haltofová

Abstract:

In recent years, citizens have become an important source of geographic information and, therefore, geo-crowdsourcing, often known as volunteered geographic information, has provided an interesting alternative to traditional mapping practices which are becoming expensive, resource-intensive and unable to capture the dynamic nature of urban environments. In order to address a gap in research literature, this paper deals with a survey conducted to assess the current state of geo-crowdsourcing, a recent phenomenon popular with people who collect geographic information using their smartphones. This article points out that there is an increasing body of knowledge of geo-crowdsourcing mobile applications in the Visegrad countries marked by the ubiquitous Internet connection and the current massive proliferation of smartphones. This article shows how geo-crowdsourcing can be used as a complement, or in some cases a replacement, to traditionally generated sources of spatial data and information in public management. It discusses the new spaces of citizen participation constructed by these geo-crowdsourcing practices.

Keywords: citizen participation, e-Government, geo-crowdsourcing, participatory mapping, mobile applications

Procedia PDF Downloads 304

Authors: Mina Zaky Sarofim Zaky

Abstract:

Experiential marketing is a form of marketing that offers a unique integration of experiential and entertainment elements into a product or service. Experiential marketing is defined as an unforgettable experience that penetrates the customer's mind. Customer satisfaction is also defined as the emotional response to the experience provided with the purchased product or service. Experiential marketing activities can, therefore, affect the level of customer satisfaction and loyalty. In this context, the study aims to determine the relationship between experiential marketing, customer satisfaction and customer loyalty in cosmetic products in Konya. The least squares method (PLS) was used to analyze the research data. Existing research has shown that experiential marketing is a significant predictor of customer satisfaction and customer loyalty, and that experiential marketing has a positive impact on customer satisfaction and customer loyalty.

Keywords: internet, marketing, tourism, tourism management corporate responsibility, employee organizational performance, internal marketing, internal customer experiential marketing, customer satisfaction, customer loyalty, social sciences

Procedia PDF Downloads 12

Authors: Kimberley K. Whyte-Jones

Abstract:

Public participation may improve the quality of environmental management decisions. However, the quality of such a decision is strongly dependent on the quality of the process that leads to it. In order to ensure an effective and efficient process, key features of best practice in participation should be carefully observed; this would also combat disillusionment of citizens, decision-makers and practitioners. The overarching aim of this study is to determine what constitutes an effective public participation process relevant to the Newfoundland and Labrador, Canada context, and to discover whether the public participation process that led to the 2014-2024 Provincial Sustainable Forest Management Strategy (PSFMS) met best practices criteria. The research design uses an exploratory case study strategy to consider a specific participatory process in environmental decision-making in Newfoundland and Labrador. Data collection methods include formal semi-structured interviews and the review of secondary data sources. The results of this study will determine the validity of a specific public participation best practice framework. The findings will be useful for informing citizen participation processes in general and will deduce best practices in public participation in environmental management in the province. The study is, therefore, meaningful for guiding future policies and practices in the management of forest resources in the province of Newfoundland and Labrador, and will help in filling a noticeable gap in research compiling best practices for environmentally related public participation processes.

Keywords: best practices, environmental decision-making, forest management, public participation

Procedia PDF Downloads 286

Authors: Mouhoubi Nedjima, Sassi Boudemagh Souad

Abstract:

In the framework of the modernization of the city of Constantine, and in order to restore its status as a regional metropolis and introduce it into the network of cities international metropolises, a major urban project was launched: project of modernization and of metropolitanization of the city of Constantine (PMMC). Our research project focuses on the management of the project for the modernization of the city of Constantine (PMMC) focusing on the management of some aspects of the urban project whose participation, with the objective assessment of the managerial approach business. Among the cases revealing taken into account in our research work on the question of participation of actors and their organizations, the operation relating to "the urban improvement in the city of the Brothers FERRAD in the district of Zouaghi". This operation with the objective of improving the living conditions of citizens has faced several challenges and obstacles that have been in major part the factors of its failure. Through this study, we examine the management process and the mode of organization of the actors of the project as well as the level of participation of the citizen to finally propose managerial solutions to conflict situations observed.

Keywords: the urban project, the urban improvement, participation, Constantine

Procedia PDF Downloads 374

Authors: Mats Nilsson

Abstract:

The European electricity markets have been changing from a regulated market, to in some places a deregulated market, and are now experiencing a strong influence of renewable support systems. Firm’s that rely on subsidies have a different business logic than firms acting in a market context. The article proposes that an offspring to the regular business models, the business-to-citizen, should be used. The case of the European electricity market frames the concept of a business-citizen business model, and a research agenda for this concept is outlined.

Keywords: business logic, business model, subsidies, business-to-citizen

Procedia PDF Downloads 437

Authors: John M. Frimpong, Matilda K. Owusu-Bio, Caleb Annan

Abstract:

Business today is highly competitive, and the automobile industry is no exception. Therefore, it is necessary to determine the customer value and service quality measures that lead to customer satisfaction which in turn lead to customer loyalty. However, in the automobile industry, the role of logistics service support in these relationships cannot be undermined. It could be inferred that logistics service supports and its management has a direct correlation with customer service and or service quality. But this is not always the same for all industries. Therefore, this study was to investigate how automobile companies implement the concept of customer service through logistics service supports. In order to ascertain this, two automobile companies in Ghana were selected, and these are Toyota Ghana Limited and Mechanical Lloyd Company Ltd. The study developed a conceptual model to depict the study’s objectives from which questionnaires were developed from for data collection. Respondents were made up of customers and staff of the two companies. The findings of the study revealed that the automobile industry partly attributes their customer satisfaction to the customer value, service quality or customer value. It shows a positive relationship between logistics service supports and service quality and customer value. However, the results indicate that customer satisfaction is not predicted by logistics services. This implies that in the automobile industry, it is not always the case that when customer service is implemented through logistics service supports, it leads to customer satisfaction. Therefore, there is the need for all players and stakeholders in the automobile industry investigate other factors which help to increase customer satisfaction in addition to logistics service supports. It is recommended that logistics service supports should be geared towards meeting customer expectations and not just based on the organization’s standards and procedures. It is necessary to listen to the voice of the customer to tailor the service package to suit the needs and expectations of the customer.

Keywords: customer loyalty, customer satisfaction, customer service, customer value, logistics service supports

Procedia PDF Downloads 463

Authors: Nattapong Techarattanased, Paweena Sribunrueng

Abstract:

The objective of this study is to investigate strategies in customer relationship management and customers’ behavior in making decision on buying car insurance of Southeast Insurance Co. Ltd. in Bangkok. Subjects in this study included 400 customers with the age over 20 years old to complete questionnaires. The data were analyzed by arithmetic mean and multiple regressions. The results revealed that the customers’ opinions on the strategies in customer relationship management, i.e. customer relationship, customer feedback, customer follow-up, useful service suggestions, customer communication, and service channels were in moderate level but on the customer retention was in high level. Moreover, the strategy in customer relationship management, i.e. customer relationship, and customer feedback had an influence on customers’ buying decision on buying car insurance. The two factors above can be used for the prediction at the rate of 34%. In addition, the strategy in customer relationship management, i.e. customer retention, customer feedback, and useful service suggestions had an influence on the customers’ buying decision on period of being customers. The three factors could be used for the prediction at the rate of 45%.

Keywords: strategies, customer relationship management, behavior in buying decision, car insurance

Procedia PDF Downloads 374

Authors: N. S. Ajisha

Abstract:

In today’s competitive world the quality of the service you deliver is one of the important factor that determine customer satisfaction. Service quality is considered to be one important determinant to evaluate customer satisfaction and the relationship between service quality and customer satisfaction is considered as the foundation in researches on customer satisfaction. This research examines to do a gap analysis between the perception and expectation of the services delivered and find relation between the service quality and customer satisfaction. Service quality is found out here using the SERVQUAL model. And it finds out the dimension of service quality which is more important to measure customer satisfaction. The dimensions which we measure using SERVQUAL include the tangibles, reliability, responsiveness, assurance, and empathy. This study involves primary data collection like market survey.

Keywords: customer satisfaction, service quality, retail service quality, Kochi

Procedia PDF Downloads 517

Authors: Felib Ayman Shawky Salem

Abstract:

Experiential marketing means an unforgettable experience that remains deeply anchored in the customer's memory. Furthermore, customer satisfaction is defined as the emotional response to the experiences provided that relate to specific products or services purchased. Therefore, experiential marketing activities can influence the level of customer satisfaction and loyalty. In this context, the study aims to examine the relationship between experiential marketing, customer satisfaction and loyalty of beauty products in Konya. The results of this study showed that experiential marketing is an important indicator of customer satisfaction and loyalty and that experiential marketing has a significant positive impact on customer satisfaction and loyalty.

Keywords: sponsorship, marketing communication theories, marketing communication tools internet, marketing, tourism, tourism management corporate responsibility, employee organizational performance, internal marketing, internal customer experiential marketing, customer satisfaction, customer loyalty, social sciences.

Procedia PDF Downloads 33

Authors: Muhammad Taimoor Hassan, Kausar Abbas

Abstract:

The Islamic Banking Services is one of the growing businesses in financial sector around the globe with 15 to 18 percent growth all over the world and 10-12 percent growth rate in Pakistan. This research study is aimed at measuring the impact of religiosity on the customer loyalty of Islamic Banking in Pakistan. The study has utilized cause and effect research design to assess the impact of religiosity on Islamic Banking. Data from 350 respondents have been collected to meet the purpose of the study. The results revealed that the religiosity has a significant impact on the customer loyalty of Islamic Banking through the customer attitude and customer trust on the sequential model. The results suggest that the religiosity, customer attitude, and customer trust are the interconnected variables which lead to customer loyalty in Islamic Banking of Pakistan. The study is useful in the setting of Pakistan to further increase the customer loyalty for Islamic Banks.

Keywords: Islamic banks, customer loyalty, attitude, Pakistan

Procedia PDF Downloads 256