In the corporate world they say that for profitable growth there is one fundamental task and i.e.... more In the corporate world they say that for profitable growth there is one fundamental task and i.e. know thy customer. But what we can know? The starting point of consumer research is demographic analysis and it slowly moves into realm of psychographic analysis such as impact of attitude on buying decision or impact of involvement on buying decision etc. Buying approach of the customer is one among the prominent area of study and always been area of interests for marketing managers. How she is going to take the final call is still part of black box; but can we understand and classify her buying approach? Her buying approach may be emotional, rational or casual depending upon numerous reasons, but it is for sure that the buying approach is going to play the significant role in understanding the consumer behavior in total.
ZENITH International Journal of Business Economics & Management Research, 2015
Purpose:The purpose of this paper is to investigate the links between customer satisfaction and b... more Purpose:The purpose of this paper is to investigate the links between customer satisfaction and behavioral intentions such as customer loyalty and complaining behavior in retail banking sector. Design/Methodology:-The survey was administered on 273 retail banks customers selected using purposive sampling. The data was collected using questionnaire. The constructs customer satisfaction, customer loyalty and complaining behavior were drawn from literature. Customer satisfaction is measured using 7-point satisfaction scale based on ACSI (American Customer Satisfaction Index) whereas customer loyalty and complaining behavior are based on 7 –point behavioral intention battery suggested by Zeithml. The relationships are tested using correlation and regression. Findings: -The retail bank customers displays less than threshold level (5 on scale of 7) of satisfaction. The customer satisfaction is found to have positive impact on customer loyalty and explains about 47.2% variation in retail b...
In the corporate world they say that for profitable growth there is one fundamental task and i.e.... more In the corporate world they say that for profitable growth there is one fundamental task and i.e. know thy customer. But what we can know? The starting point of consumer research is demographic analysis and it slowly moves into realm of psychographic analysis such as impact of attitude on buying decision or impact of involvement on buying decision etc. Buying approach of the customer is one among the prominent area of study and always been area of interests for marketing managers. How she is going to take the final call is still part of black box; but can we understand and classify her buying approach? Her buying approach may be emotional, rational or casual depending upon numerous reasons, but it is for sure that the buying approach is going to play the significant role in understanding the consumer behavior in total.
ZENITH International Journal of Business Economics & Management Research, 2015
Purpose:The purpose of this paper is to investigate the links between customer satisfaction and b... more Purpose:The purpose of this paper is to investigate the links between customer satisfaction and behavioral intentions such as customer loyalty and complaining behavior in retail banking sector. Design/Methodology:-The survey was administered on 273 retail banks customers selected using purposive sampling. The data was collected using questionnaire. The constructs customer satisfaction, customer loyalty and complaining behavior were drawn from literature. Customer satisfaction is measured using 7-point satisfaction scale based on ACSI (American Customer Satisfaction Index) whereas customer loyalty and complaining behavior are based on 7 –point behavioral intention battery suggested by Zeithml. The relationships are tested using correlation and regression. Findings: -The retail bank customers displays less than threshold level (5 on scale of 7) of satisfaction. The customer satisfaction is found to have positive impact on customer loyalty and explains about 47.2% variation in retail b...
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Papers by Yogesh Funde