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The IUP Journal of Marketing Management

Nov'12
Focus

Financial services could enable the poor to leverage their initiative, enhancing the process of building income, assets and economic security which is necessary for inclusive economic growth.

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Key Factors Affecting Customer Satisfaction with Iranian Retailer Stores: Evidence from Hypermarkets and Supermarkets
Understanding the Drivers for Purchasing Non-Deceptive Pirated Products: An Indian Experience
Factors Influencing Online Shopping: An Empirical Study in Ahmedabad
Country of Origin Vs. Consumer Perception: A Literature Review
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Key Factors Affecting Customer Satisfaction with Iranian Retailer Stores: Evidence from Hypermarkets and Supermarkets

--Alireza Fazlzadeh, Samira Sahebalzamani and Babak Sarabi

Modern retailers such as hypermarket/supermarket need to be more customer-oriented to survive in today's competitive business world. Therefore, these service organizations are looking for ways and means to deliver better consumer value, and to increase consumers’ purchase intentions. Organizations can differentiate themselves by making their services easier to consume, that is, more convenient. The study aims to measure the key factors that can influence customer satisfaction in the retailing industry in two different types of grocery stores (hypermarket and supermarket). In order to assess these factors, a sample of 375 buyers was selected from Tabriz, one of the Iran's city. The findings reveal the factors that play a greater role in customer satisfaction, thereby enabling the retail management to meet the customers’ needs.

Article Price : Rs.50

Understanding the Drivers for Purchasing Non-Deceptive Pirated Products: An Indian Experience

-- Tejash Pujara and Sushil Chaurasia

The study aims to understand the drivers for purchasing non-deceptive pirated products and the effect of demographic factors on purchasing criteria for choosing non-deceptive pirated products. The primary data was collected through a structured questionnaire from the respondents in Gandhidham-Adipur, a city in the state of Gujarat in western India, and was analyzed. This study was focused on those buyers (students and nonstudents) who have recently bought counterfeit product/s. Although ‘price’ was found to be a major criterion for identifying and buying pirated products, other non-price drivers were also found to induce the consumers to buy such products. The study also found the impact of demographic characteristic of respondents on the importance attributed to different drivers. Piracy and product counterfeiting are a severe threat to licit companies and consumers alike. As literature abundantly focuses on the general description or supply-side investigation of the problem, and due to paucity of research in the Indian context, the present study attempts to fill the gap by providing empirical evidence of drivers for purchasing pirated products, investigating the demand-side determinants (individual level) in the Indian context.

Article Price : Rs.50

Factors Influencing Online Shopping: An Empirical Study in Ahmedabad

-- Shahir Bhatt and Amola Bhatt

According to an India online landscape study (Juxt, 2010), the number of active Internet users in India stands at 65 million, of which 17 million are online shoppers, indicating a growth of 70% from the previous year. The statistics alone are enough to denote the potential of e-commerce in India. However, as the online market becomes crowded with players, businesses need to have an edge in terms of customer satisfaction to gain a larger market share. With the above-mentioned objective in mind, a primary survey of online shoppers was conducted in Ahmedabad and consumer perceptions were analyzed using factor analysis and Analysis of Variance (ANOVA) test. The paper has found that ease/attractiveness of website, service quality of website and website security are the three dominant factors which influence consumer perceptions regarding their online purchasing experiences. Hence, businesses which focus on these three factors can attract more clicks. Also, the paper has proved that these factors are related to the various types of consumers classified as trial, occasional, frequent and regular (based on their frequency of purchase). The authors have found that regular buyers are most influenced by ease/attractiveness of website and service quality of website, while occasional buyers value website security more than other categories of consumers.

Article Price : Rs.50

Country of Origin Vs. Consumer Perception: A Literature Review

--Rashmita Saran and Nitin Gupta

The concept of Country of Origin (COO) has been used by many researchers in order to study the context of purchasing products made in the home country vis-a-vis products that are available globally. The concept of COO is viewed as an important cue which would impact consumer decision-making process. This paper presents an extensive literature review of COO. The study has been done from a marketing perspective, and it also tries to draw a relationship between COO and Brand Origin (BO), and considers the role of COO in purchase decision making. A holistic approach has been adopted to understand all the related attributes of COO.

Article Price : Rs.50

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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