Current study aimed at examining the change in customer behavior during COVID 19 pandemic towards e-shopping. Variables taken into perspective included (Frequency, Necessity, Method of Payment, Price, and Availability of Product/Service). A simple random sample of (500) citizens in Jordan were exposed to an online questionnaire regarding their consuming behavior before and after the pandemic. Results of study indicated the COVID19 pandemic managed to change customer behavior towards depending more on online shopping and e-payment methods during COVID19 pandemic and the circumstances of lockdown and quarantine, in addition to that, results of pre and post behavior indicated that the influence appeared to be more influenced by gender and academic qualification as females' behavior appeared to be more influential and those who held a diploma. Study recommended that companies need to develop effective marketing strategies and enhance their presence in the e-commerce sector. However, one question remained unanswered; will society’s behavior change after the pandemic's demise, and will this behavior turn into an economic mind that measures things in numbers?
This study examined the impact of corporate governance on the quality of marketing audit in Jordanian Industrial Public Shareholding Companies listed in Amman Stock Exchange. The researchers used a questionnaire composed of 38 items. Each marketing manager in a random sample 60 companies received one questionnaire and 49 valid questionnaires were collected (81.67% of the study's sample).By using SPSS program, the study concluded that Jordanian industrial public shareholding companies are interested in implementing marketing audit and complying with corporate governance principles. Also, the study shows that corporate governance has a significant impact on the quality of marketing audit. The study suggested many recommendations such as: activating the role of marketing audit function in Jordanian industrial companies through reconsidering its position in the organizational structure, to focus on the transparency of financial statements disclosure, and to offer more training courses in marketing audit directed to marketing managers in the industrial sector.
Service and service quality is becoming the hottest topics within the institutions and organizations that present services to their customers regardless of their orientation and field of interest. Generally speaking, services appear as core services which are the basic benefit that a customer gets from purchasing a certain item/service and supplementary services which are the non-routine services that follow the process of acquiring the item/service. Through the literature there appeared an interest in caring for the level of core services on the expense of supplementary services. In that sense, the current study aimed at examining the influence of 'flower of service' dimensions-as supplementary service dimensions-on customer satisfaction within the private hospitals and healthcare givers in Jordan. The sample of the study consisted of (431) individuals who are benefiting from services of private hospitals. A self-administered questionnaire was distributed on the sample which consisted of questions regarding the service quality within the private hospitals in Jordan based on the dimensions of 'flower of service'. The results of the study indicated that the dimensions of the flower of services appeared to be influential on the satisfaction of customers which included (Information, Order Taking, Consultation, Hospitality, Billing Payment) while two dimensions were found to be not influential (Exception , Safe Keeping). It was recommended through the study that the management should increase the awareness among its employees of the difference between the supplementary service and the core service and how each one of them is important in its own way. In addition to that, there should be extra care about the importance of service quality which can take place through the awareness that can be spread through the quality control department. Also, it was recommended that -based on respondents' opinion -to increase the level of hospitality within the private hospitals and present more effective payment solutions for patients and their families considering that a person is mainly waiting to be charged in accordance with the service that they get.
The purpose of the current paper is to examine the impact of knowledge management and its tools on the processesand approaches of the customer’s relation management(CRM) within the banks sector in Kuwait.The methodological approach followed in the current study is a quantitative .The population of the current study wasall the CRM managers within the operating Kuwaiti banks which are working within the capital of Kuwait. Thequestionnaire was distributed on the sample of the study through visiting the banks and presenting the main aim ofthe paper. The convenience sample was (50) managers. However, the researchers retrieved (30) questionnaire forms(i.e. the response rate is (60%).The researchers found that there is a significant impact of knowledge management and its tools on processes andapproaches of customer relation management within banks sector in Kuwait.
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