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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.

Customer adoption of internet banking : a cross-national study in Scotland and Nigeria of a proposed model of universal determinants

Onyia, Okey Peter January 2009 (has links)
The impact of the Internet technology on global commercial activities is best appreciated when one considers the tremendous rush by many businesses worldwide into online marketing activities since the year 2000. Among other scholars, Bradley and Stewart (2003) noted the highly indispensable ubiquity of the Internet in global retail banking and therefore predicted a near-universal adoption of Internet banking by 2011. Unfortunately, the global banking industry is currently still battling with persistent reluctance of retail customers to adopt the Internet banking channel due to certain factors, made even worse by the global financial crisis and economic recession precipitated by the collapse of Lehman Brothers of the US in September 2008. Two factors, customer readiness and channel readiness, were hypothesised in the current study as potential universal determinants of retail customer adoption of Internet banking (IB). The study involved two identical surveys carried out simultaneously in Scotland and Nigeria to cross-nationally test a proposed model of eight customer readiness variables and eight web-channel readiness variables in order to determine their universality as factors that can motivate or hinder retail customers' IB channel adoption. The sixteen variables were investigated as the possible universal predictors of customers' attitudes and intentions towards IB adoption using a combined adaptation of Davis' (1989) Technology Acceptance Model (TAM) and Ajzen' (2005) Theory of Planned Behaviour (TPB). A "mixed-mode method" (Wilson, 2006) was employed in primary data collection including web-based, email and intercept surveys. The comparative statistical analyses of the two national data sets involved the use of SPSS and AMOS for factor analyses as well as scale reliability and model invariance tests in both covariance structure and latent mean structure analyses. The results indicate significant scale reliability, convergent validity, discriminant validity, and model fit for the final, re-specified version of the model. Three customer readiness variables (customer access, customer awareness, and customerprior involvement) and three channel readiness variables (channel ease of use, channel usefulness, and channel convenience) were validated in the final SEM model, which was confirmed as an adequate depiction of the hypothesised causal relationships in the study. Consequent upon the forgoing, this study contributes the validated model, named EQUAEVAL, to consumer behaviour and technology adoption theories in financial services marketing. The EQUAEVAL model represents a proposal for an equal evaluation of both customer and channel characteristics as universal antecedents of retail customer adoption of Internet banking. In terms of managerial implications, the study also contributes the validation of customer access, customer awareness, and customer prior involvement on one hand, and channel ease of use, channel usefulness, and channel convenience on the other hand, as issues that financial institutions anywhere in the world must deal with in order to redress the growing customer reluctance to Internet banking adoption.

Exploring how brands are built in small-to-medium-sized enterprises (SMEs)

Centeno, Edgar January 2009 (has links)
No description available.

Local Markets : Competition and Market Structure

Ball, Catherine January 2010 (has links)
This thesis examines competition in three local markets: homebuilding, estate agency and groceries. It uses and extends the methodology developed by Bresnahan and Reiss in their seminal work in the 1990s, whereby the relationship between market structure and market size is used to evaluate how competition varies with finn numbers. U sing data from the homebuilding market, the rationale for using the Ordered Probit rather than count data alternatives to estimate these models is explored. Contrary to the existing literature, it is shown that the choice of estimator can significantly affect the results. In addition, several extensions to the Bresnahan and Reiss methodology are proposed. Firstly, the model is generalised to allow analysis of the persistence of certain effects as the number of finns in the market increases. It is shown that estate agents are able to profit from price discrimination and market segmentation, even in relatively unconcentrated markets. Secondly, a methodology is proposed to analyse the effects of competition on market expansion by augmenting the model with sales data. It is shown that increased competition between estate agents leads to a transfer of surplus but no increase in the size of the market. Thirdly, the model is extended in two ways to allow for competition between differentiated finns. When finn level data on differentiation is not available, the effect of the scope for differentiation is analysed. It is shown that markets with greater scope for differentiation are more profitable for estate agents. However, as finns can be identified by type, a more strategic approach is used to analyse the competition between different grocery formats. It is shown that small supermarkets, when located near at least one specialist store (e.g. a butcher or baker), negatively affect the profits of large supermarkets; a result that differs from previous studies by competition authorities.

Interpreting place branding and its significance in sustainable development

Maheshwari, Vishwas January 2010 (has links)
No description available.

The investigation of drivers for cultivating interpersonal relationships with customers

Guo, Lei January 2010 (has links)
The research aims to investigate why firm’s employees cultivate interpersonal relationships with their customers, and identify the drivers for their relational behaviours. In the preliminary study, two performance-based defence equipment provision contracts were investigated in an attempt to understand the role of interpersonal relationships between individual service providers and customers in a maintenance, repair and overhaul environment where firms need to deliver outcomes jointly with the customer. Through two years of field work using in-depth interviews, the study uncovered two types of interpersonal relationships between service providers and customers; exchange and communal. Both strongly promoted cooperation at the individual level. In exchange relationships, service providers and customers cooperated reciprocally whilst in communal relationships, they shared a common group identity and cooperated communally towards the attainment of group goals. Specifically, individuals’ perceived reciprocity from the customer and communal orientation have been identified as drivers for relationship development. The relationship drivers were discovered through qualitative data and were matched with extant academic literature, after which several hypotheses and a measurement instrument were developed. The hypotheses and instrument were then validated through a quantitative study using exploratory factor analysis and regression analysis. Data was collected from a sample consisting of 224 Chinese salespeople dealing with business customers in manufacturing as well as service industries. The findings were used to develop a theoretical framework which showed that cognition (e.g. perceived consequences), affect (e.g. liking) and specific personality traits (e.g. communal orientation) were drivers for relational behaviours. In particular, communal orientation, perceived reciprocity from the customer, and a liking for the customer positively affected relational behaviours, while exchange orientation had a negative impact on those behaviours. This research provides a generic theoretical model of firm’s employees’ relational behaviours in the service provision and marketing context, filling in the gaps found in previous relationship marketing research by studying relationship drivers for individual-level customer relationships.

In my Liverpool home : exploring city residents' perceptions using a service systems approach

Brown, Jan January 2011 (has links)
No description available.

Positioning strategy in retailing : a study of Wuhan Wing on children shopping and Amusement Centre Company Limited

Cheung, Wah-leung January 2001 (has links)
"To position the product in the mind of the prospect," this statement is very simple and straight forward, but the actual practice is complicated and profound. By adhering to the positioning concept and through the study of a children products store, this thesis investigates how people interpret positioning, studies the impact of positioning strategy on the designated store, reviews the retail market in China, tries to explain the influence of positioning on the customer shopping components, and looks at ways to revitalize the store business. As a staring point, the background of the positioning concept is studied. By reviewing articles from both marketing and retailing perspectives, the nature of positioning concept is clarified and the conceptual framework for the positioning strategy process is also established. To make the investigation of the Wuhan Wing On Children Shopping and Amusement Centre Company Limited, an overview of the retail market situation of the People's Republic of China is done. The China market has good potential but, to get rewards from such a market, foreign retailers should be patient and have long term plans. Wuhan has potential for further growth too, but many foreign retailers might have overlooked such an emerging market. As a joint venture company, Wing On was established in late 1992 by the Hong Kong and China parters. Positioning itself as the most modem and largest children products store in both Wuhan and China, Wing On made breakthroughs in the Wuhan retail industry in terms of openrack display system, goods retur guarantee, service quality, computerisation, etc. Through such right positioning, the sales result was excellent. However, because of the 'follow the wagon' effect, the store floor area ofWuhan doubled in 1996. Even then such a change did not affect Wing On very much, until the emergence of the new major competitor, Children World, which also positioned itself as the market leader. Then Wing On suffered. Through the survey research with the customers and Wing On employees, and by analyzing the different groups of respondents, it is found that Wing On is lagging behind Children World in terms of overall attitudes measurement. Even for the foureen store attribute comparson, Wing On is also at a disadvantageous condition, especially for the store facilities. Multiple regression analysis was used to trace the relationships between the background, shopping criteria, beliefs, and action of the frequent customers. In view of the adverse situation, it is recommended that Wing On should reposition itself in order to revitalize its business. Under this circumstance, the relevant positioning statement and positioning strategy guidelines are suggested. Through this study, it is found that the nature of positioning concept is segmentation, target marketing, and differentiation. Moreover, for better market performance, when applying the conceptual framework of the positioning strategy process, both the positioning statement and positioning strategy should be taken into consideration at the corporate management leveL. Also, there is a close linkage between marketing and positioning. On the whole, it is envisaged that the positioning/repositioning concept wil be more important and popular in the days to come.

A study of electronic commerce and tourism : e-commerce system evaluation and consumer behaviour in the e-business environment

Jung, Timothy H. January 2008 (has links)
No description available.

The relationships between food quality, service quality, perceived value-for-money, desires-congruence and self-congruence on consumer satisfaction and in turn lead to behavioural intentions and consumers' post-purchase attitude in the restaurant industry

Jaafar, Siti Nurafifah January 2010 (has links)
No description available.

Managing performance in retail operations : The store manager view

Bell, James R. January 2010 (has links)
No description available.

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