Purpose-This study aims to understand the meaning of web site connectedness from the consumer's point of view, and uncover the underlying meaning of emotional ties between visitors and web sites. Design/methodology/approach-The study, conducted a netnography which uses three qualitative research methods: online interviews; diary analysis; and observation of web site usage and behaviour. Seven respondents were obtained for the depth interviews, and 12 respondents participated in the diary study. The length of interviews was approximately 1.5 hours/respondent; whereas the three-consecutive days of diary entries consist of three-four pages per day/respondent. Observation was undertaken by the lead researcher as an active member of several user groups. Findings-The emic perspective illuminated here shows that web site connectedness consists of three major themes: relatability; dependency; and sense of community. The paper defines these constructs, and suggests that to transform the relationship from "just friends" to "soul mates" web site owners should focus on improving one or all of the connectedness components. Surprisingly, frequency of visit did not determine the depth of the relationship between web sites and their visitors, as is the common assumption in the literature. Originality/value-This research study illuminates a new way to understand the emotional connection between consumers and web sites, and uncovers the three most important factors that lead toward three varying levels of emotional connectedness (just friends, good acquaintances and soul mates). The paper also suggests ways in which emotional connectedness can be enhanced.
Purpose The purpose of this paper is to investigate the factors that drive or impede the intention of Indonesian consumers to perform regular medical checkup (MCU). Design/methodology/approach This study begins with an ethnographic study to ascertain the determinant factors that motivate or hinder an individual from performing regular MCU. The study involved stakeholders in various health services providers, including patients and medical professionals. The quantitative part of this study focuses on “preventive” segment of consumers. A survey was conducted covering 303 respondents, consisting of two sub-segments of people labelled “healthy lifestyle” and “unhealthy lifestyle”. Findings Consumer behaviour with regards to needs for MCU must be categorised not based on demographics, but their health status – preventive or curative. The “preventive” group was found to have differences in triggers and barriers between the healthy vs unhealthy lifestyle subgroups. For the “healthy lifestyle” subgroup, the determining factors for a regular MCU are the perceived benefit of action, social deviance, and cost perception. For the “unhealthy lifestyle” subgroup, the determining factors for a regular MCU are the social deviance, disease heritage, belief in traditional medicine, no urgency and cost perception. Research limitations/implications The qualitative study part indicated the differences between two segments: preventive vs curative. The quantitative study part is only conducted in the preventive segment and not covering the curative segment. It would be interesting to see the differences between these two segments. Practical implications Implication of study: to create contextual marketing communication in each stakeholders/segments – to reach the marketing objectives. Different segment has different issues to handle and need a different marketing communication programme. Originality/value Previous studies have focused on analysing the differences in groups based on their demographics, which does not illustrate a homogenous need for an MCU. This study contributes by addressing that researchers must differentiate between “preventive” and “curative” groups. Additionally, the study of triggers and barriers has interestingly found that the determinant factors for healthy and unhealthy lifestyle are not the same.
Since smartphones are so common, digital wallets have developed swiftly to fulfill the demands of a contemporary culture that promotes mobility and streamlines transaction processes. This study's objective is to clarify consumer behavior in Indonesia's adoption of digital wallets. This study was carried out in Jakarta involving 360 respondents. This study analyzes using a structural equation model (SEM) with LISREL software tools. The results of this study explain that perceived ease of use, trust, security, and intention are important in increasing the actual usage of digital wallet users in Indonesia. The practical implications of this study are useful for comparing perceived scores on various antecedents of digital wallet adoption. The study identifies potential differences in perceptions of the elements influencing the adoption of digital wallets in Jakarta, particularly among the younger generation, which makes up the bulk of respondents. The success or failure of digital wallets depends on a variety of ecosystem components as well as consumer-related factors.
Subject area Services marketing, Market segmentation, Ethnography. Study level/applicability Postgraduate programs, Master in Strategic Marketing and Master in Business Administration. Case overview One of the signs of an increase in religion awareness of Indonesian society is a high demand on Musholla in public area. While other shopping malls just provide a normal standard room for prayer, Senayan City has become a pioneer in introducing an excellent facility of a prayer room. In services marketing, one of the substantial matters to consider is physical evidence, or in other words service setting or servicescape. Musholla is one of the intangible aspects, which depicts services in shopping malls in Indonesia. There are three variables that distinguish visitors' types, such as time spent, liturgical compliance level and concerns for cleanliness/hygiene. Expected learning outcomes The objective of this case study is to give deeper comprehension about services marketing to students in a practical way. This case study illustrates that a company is capable of creating a strong brand by acknowledging consumer needs and providing extra benefits. Besides, students are also required to analyze diverse consumer needs as each segment has its own needs. The use of ethnography as an approach shows that such a contemporary method can capture dynamic behaviours and deeper insight on consumer needs. Supplementary materials Teaching notes are available.
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