Service Quality and After-Sales Service on IoT-Based Car User Satisfaction and Repeat Purchases Services in Indonesia

This study aims to determine the effect of service quality and after-sales service on the customer satisfaction of car users using IoT (Internet of Things) technology provided with their car purchase. Digital disruption has made manufacturers turn to digital services and marketing systems to discover and understand customer behavior. Using the Isaac and Michael formula a sample size 155 respondents was determined, and data were accordingly collected for processing via non-probability sampling techniques. Data were obtained from respondents matching the unique criteria of Indonesian users of cars with IoT innovation technology. Such cars now account for 10% of total new car sales. This study utilizes path analysis, revealing that customer satisfaction encourages loyal customers to buy new units. The main finding of the research is that a service system connected to the internet or smartphones makes users comfortable and can determine the future choice for product repurchases. Therefore, it is necessary to develop continuous emotional closeness with customers for future success

Using big data for customer centric marketing

This chapter deliberates on “big data” and provides a short overview of business intelligence and emerging analytics. It underlines the importance of data for customer-centricity in marketing. This contribution contends that businesses ought to engage in marketing automation tools and apply them to create relevant, targeted customer experiences. Today’s business increasingly rely on digital media and mobile technologies as on-demand, real-time marketing has become more personalised than ever. Therefore, companies and brands are striving to nurture fruitful and long lasting relationships with customers. In a nutshell, this chapter explains why companies should recognise the value of data analysis and mobile applications as tools that drive consumer insights and engagement. It suggests that a strategic approach to big data could drive consumer preferences and may also help to improve the organisational performance.peer-reviewe

Could Data Broker Information Threaten Physician Prescribing and Professional Behavior?

Privacy is threatened by the extent of data collected and sold by consumer data brokers. Physicians, as individual consumers, leave a ‘data trail’ in the offline (e.g. through traditional shopping) and online worlds (e.g. through online purchases and use of social media). Such data could easily and legally be used without a physician’s knowledge or consent to influence prescribing practices or other physician professional behavior. We sought to determine the extent to which such consumer data was available on a sample of more than 3,000 physicians, healthcare faculty and healthcare system staff at one university’s health units. Using just work email addresses for these employees we cheaply and quickly obtained external data on nearly two thirds of employees on demographic characteristics (e.g. income, top 10% national wealth, children at home, married), purchases (e.g. baby products, cooking, sports), behavior (e.g. charitable donor, discount shopper) and interests (e.g. automotive, health and wellness). Consumer data brokers have valuable, cost-effective and detailed information on many healthcare professionals, including data that could be used to segment, target, detail and generally market to physicians in ways that seem under‐appreciated. We call for greater attention to this potential aspect of physician-industry relationships

Investigating shopping experience and fulfilment in omnichannel retailing : a proposed comparative study in Romania and UK of Generation Y consumers

Paper delivered at the 21st Logistics Research Network annual conference 2016, 7th-9th September 2016, Hull. Abstract Purpose: This paper presents a literature review and proposed research agenda to examine whether Romanian retailers are more inclined than UK retailers to reach out to young consumers, i.e. Generation Y through omnichannel retailing to improve their shopping experiences and also determine the impact of this strategy on logistical and fulfilment activities. Research approach: This paper is based on a literature review in three key areas: omnichannel retailing, young consumers’ attitudes and fulfilment and the propensity of online buying behaviour in an emerging market (Romania) versus a more developed economy (UK). As there are few studies related to these aspects, the paper attempts to highlight the best options retailers have for both marketing and online fulfilment when addressing/entering new markets that are very attractive but where cultural background are more different than their traditional markets. Findings and Originality: The literature review suggests there is an opportunity to explore two main relationships: i) marketing and fulfilment for online consumers and omnichannel retailing efforts, and ii) consumers’ propensity to purchase online in an emerging market versus a developed economy. Research impact: This paper suggests some research concepts and ideas to investigate the online fulfilment and buying behaviour of younger generations of consumers in both Romania and the UK. The scope of the proposed agenda will include young consumers’ purchase behaviours’ as regards omnichannel retailing, and logistical fulfilment in an emerging market versus a developed economy including different cultural backgrounds. Practical impact: The paper provides some direction for practitioners on assessing proper market development strategies on an emerging international context, taking into consideration different cultural implications and patterns, as well as focussing on buying propensity of different generations when active in omnichannel retailing. However, the suggested research concepts and ideas would provide a more holistic approach towards a better overall performance of retailers

Eavesdropping Whilst You're Shopping: Balancing Personalisation and Privacy in Connected Retail Spaces

Physical retailers, who once led the way in tracking with loyalty cards and `reverse appends', now lag behind online competitors. Yet we might be seeing these tables turn, as many increasingly deploy technologies ranging from simple sensors to advanced emotion detection systems, even enabling them to tailor prices and shopping experiences on a per-customer basis. Here, we examine these in-store tracking technologies in the retail context, and evaluate them from both technical and regulatory standpoints. We first introduce the relevant technologies in context, before considering privacy impacts, the current remedies individuals might seek through technology and the law, and those remedies' limitations. To illustrate challenging tensions in this space we consider the feasibility of technical and legal approaches to both a) the recent `Go' store concept from Amazon which requires fine-grained, multi-modal tracking to function as a shop, and b) current challenges in opting in or out of increasingly pervasive passive Wi-Fi tracking. The `Go' store presents significant challenges with its legality in Europe significantly unclear and unilateral, technical measures to avoid biometric tracking likely ineffective. In the case of MAC addresses, we see a difficult-to-reconcile clash between privacy-as-confidentiality and privacy-as-control, and suggest a technical framework which might help balance the two. Significant challenges exist when seeking to balance personalisation with privacy, and researchers must work together, including across the boundaries of preferred privacy definitions, to come up with solutions that draw on both technology and the legal frameworks to provide effective and proportionate protection. Retailers, simultaneously, must ensure that their tracking is not just legal, but worthy of the trust of concerned data subjects.Comment: 10 pages, 1 figure, Proceedings of the PETRAS/IoTUK/IET Living in the Internet of Things Conference, London, United Kingdom, 28-29 March 201

Service-Oriented Factors Affecting the Adoption of Smartphones

This research investigates the adoption factors of smartphones focusing on the differences of smartphone and feature phone users. We used Technology Acceptance Model (TAM) which incorporates service-oriented and device-oriented functional attributes as exogenous variables for a product-service system such as smartphones. In addition, Decision Tree (DT) and customer surveys were conducted. As a study results, we found that the service-oriented functional attributes - ‘wireless internet’ and ‘mobile applications’ - affect the adoption of smartphones regardless of users. However, the DT results revealed that the more important factor is 'mobile applications' to smartphone users but 'wireless internet' for feature phone users. In conclusion, we discovered that a strategy emphasis on the service-oriented attributes is needed for the adoption of smartphones

The effectiveness of e-word-of-mouth communication about smartphones purchase intention: digital influencer

This study aims to compare the effectiveness of eWOM on Facebook, Instagram and YouTube for smartphone buying decision, provided by digital influencers. For such, a quantitative methodology was adopted using three online questionnaires (one for each social media platform), to be answered by Portuguese adults who use them. This comparison has foundation on the IACM, a model introduced by Erkan and Evans to explore the influence of eWOM on consumer's buying intentions. The results show that, while the eWOM information from digital influencers about smartphones has a global consumer receptivity in the three social media platforms considered, that is not happening in a very assertive way for some items [average not greater than 3 (Likert scale 1-5)], in a significant statistically way. The research also demonstrate that YouTube or Instagram are more effective than Facebook in the IACM variables 'information quality', 'information credibility', 'information usefulness', 'positive buying intention with digital influencer positive information' and 'negative buying intention with digital influencer negative information'.info:eu-repo/semantics/acceptedVersio