Understanding customers' expectations for delivering satisfactory and competitive services experience

Wali, Andy Fred; Nwokah, N. Gladson

doi:10.1504/ijemr.2018.092695

Cited by 7 publications

(6 citation statements)

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“…In all we had 15 participants who took part in the two rounds of interviews, Wali, Uduma and Wright (2016) opined that qualitative studies emphasise the quality of data rather than the number of participants. Each of the single and respective interviews with the 6 non-teaching staff and 9 teaching staff lasted between 20 and 30minutes (Andy-wali and Wali and Nwokah, 2017; during follow up e-mail interview we sent same sets of questions which were asked during the face to face interview to same participants and we collected replies within 21days as all participants responded (Wali and Nwokah, 2018;Wali and Nwokah, 2017). Theoretical data saturation was reached after a series of reflection on previous interviews, specifically at the 6th interview with non-teaching staff category and 8th interview with teaching staff.…”

Section: Methodsmentioning

confidence: 99%

Untitled

2020

IJO-BS

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1. Introduction Evident growing global, business challenges and market uncertainties make it pertinent for organisations to ensure employees are satisfied and commitment to carrying assigned task. Further, organisations are required to consistently engage in research that will result in innovating ideas to ensure they remain competitive and satisfy increasing consumers demand for new products and improved quality service. Globally, the university system has been instrumental to most organisations product innovations and research and has contributed immensely to societal growth. They have been at the front-line in providing innovative ideas and engaging in investigations that have helped businesses gain market value and increase the capital base. Consequently, it has become imperative that focus should be placed on the welfare of employees of universities to improve their commitment and approach to their job. That is explicitly the pillar of internal marketing, treating internal customers with dignity, thereby making it easy to satisfy external customers. According to Saad, Ahmed, &Rafiq, (2002) internal marketing (IM) is a strategic and conscious effort of organisations aimed at satisfying its employees with the motive of ensuring that they develop a commitment to meet the satisfaction of the external customers. The success of organisations drive for improved performance begins with the level of dedication and commitment the employees show to the organisations strategic and operational policies. Therefore, internal marketing practices that focus on employees can help influence their belief and trust, which will also be reciprocated (Robinson, 1996). Rafiq and Ahmed (1993) stated that the evolution of internal marketing as a concept could be traced to growing research and attention on employee satisfaction and the need to treat them as customer and jobs as products. Consequently, there have been several studies with increasing literature on the concept. However, there is a gap in the practice of internal marketing because most of the researches on internal marketing are normative with no evidence on how it exists in practice. Further, the review shows the focus has been improving commitment for profit-making in the organisations, thereby making the goal of internal marketing to be productivity in terms of input to output. Subsequently, this study approaches the concept of internal marketing practice and commitment of employees from a qualitative perspective away from most researches that are quantitative. Furthermore, there are limited, and possibly no evident qualitative studies geared towards examining internal marketing practices and commitment of employees in 21st-century public universities in Nigeria, which is the core of the study. It is on the merit of the above-identified gaps that this study seeks to examine Information of Article

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Section: Methodsmentioning

confidence: 99%

Untitled

2020

IJO-BS

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“…Meanwhile, service quality is defined as a dynamic condition related to products, people, processes, and the environment that meet or exceed customer expectations (Yuwita & Nugroho, 2020). Wali and Nwokah (2018) report that service quality meets customer needs and desires, including excellent delivery to match their expectations. Furthermore, Wali and Nwokah (2018) state that service quality controls the expected level of excellence or service efficiency to meet customer desires and expectations.…”

Section: Introduction *mentioning

confidence: 99%

“…Wali and Nwokah (2018) report that service quality meets customer needs and desires, including excellent delivery to match their expectations. Furthermore, Wali and Nwokah (2018) state that service quality controls the expected level of excellence or service efficiency to meet customer desires and expectations. The quality of products and services significantly affects purchases and increases customer satisfaction, thus leading to customer loyalty (Razak et al, 2016;Chattopadhyay, 2019).…”

Section: Introduction *mentioning

confidence: 99%

Survival Strategies and Online Marketing in the Time of the COVID-19 Pandemic of Bandung City SME: A Case Study of the Cibaduyut Shoe Center

Abdurohim

Ramdan

2022

Quant. Econ. Manag. Stud.

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This study aims to describe and analyze survival strategies and online marketing strategies for small shoe businesses during the COVID-19 pandemic in Bandung. This study uses a qualitative method with a case study approach. Data were obtained by interviewing knitting business actors and related parties as key informants. The results showed that the COVID-19 pandemic had a negative impact on small shoe businesses in the shoe center of Bandung city. As a strategic step in the midst of a pandemic, business people use a survival strategy, by not increasing selling prices, but reducing profit targets, in the online marketing strategy of knitting small businesses using strategies: e-commerce, digital marketing, improving product and service quality, and customer relations. The implementation of this strategy is driven by an entrepreneurial spirit, flexibility, responsiveness to changes and technological developments, and the ability to collaborate with various stakeholders. This research shows that small businesses that implement survival strategies and online marketing are able to survive and improve business performance.

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“…Recently, IT adoption, especially cloud computing adoption, has been a stable enhancement for businesses (Rahi et al , 2017). Over the past few years, the industrial-based economy has been transforming rapidly into a service-based one (Ren et al , 2018; Wali and Nwokah, 2018). Especially, cloud-based services have shown tremendous growth, underlining the need for studying this sector in detail (Sharma et al , 2016).…”

Section: Introductionmentioning

confidence: 99%

Quality factors and performance outcome of cloud-based marketing system

Ying

Wang

2021

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Purpose This study aims to propose an integrated model based on the DeLone and McLean Information System Success Model (DMISS) to examine whether quality factors (system, service and information) can affect user satisfaction and performance of cloud-based marketing systems. Design/methodology/approach Recently, technologies change quickly, innovation becomes a vital base of productivity and sustainable growth of businesses is widely accepted. Cyber-physical system technologies help industries change production and marketing cycles according to customers’ needs in real-time. In addition, processing information through cloud service helps companies meet customer needs. The advantages of cloud technology also make it easier for companies to quickly collect the latest data from various sources, making it more effective in decision-making. This research recommends cloud-based marketing to help companies maximize their revenue by providing useful information and better quality for business development. The data were gathered from China automotive companies’ customers. A total of 220 questionnaires were distributed, and 165 (82.5%) usable questionnaires were analyzed using structural equation modeling. Findings This study verified that costumers’ perceived information quality, system quality and service quality positively caused the user satisfaction in the cloud-based marketing system. Practical implications This paper presents beneficial advice for improving cloud-based marketing systems. Besides, the topic is relevant to cloud-based marketing systems’ success. A better understanding of the impact of intention to use and user satisfaction on cloud-based marketing systems could significantly enhance companies’ success. This paper’s theoretical and practical contributions are expressed to guide organizations and policymakers in increasing cloud-based marketing systems acceptance. Originality/value This study empirically tests the relationship of quality factors and performance outcome of cloud-based marketing system through a model based on DeLone and McLean theory. This study bridges the research gap by identifying the factors that drive the adoption of cloud-based services in marketing and the impact of user satisfaction and intention to use on the cloud-based marketing system performance in the case of china companies.

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Understanding customers' expectations for delivering satisfactory and competitive services experience

Cited by 7 publications

References 0 publications

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Survival Strategies and Online Marketing in the Time of the COVID-19 Pandemic of Bandung City SME: A Case Study of the Cibaduyut Shoe Center

Quality factors and performance outcome of cloud-based marketing system

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