Browsing International Research E-Journal on Business and Economics : Volume 2 Issue 2 (November 2016) by Title
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ItemDeterminants of customer satisfaction and customer loyalty in e-banking: a case study of Thailand's selected commercial banks in Bangkok's Central Business AreaThe primary purpose of this paper is to identify the determinants of the factors influencing customer satisfaction and customer loyalty in the e-banking of commercial banks of Thailand. A 33 item questionnaire was developed based on the literature review and tested for reliability and validity using Cronbach's alpha test. A total of 400 questionnaires were distributed to 204 e-banking banking preferring clients and 196 traditional banking preferring clients. The regression analysis suggested that core service quality, social benefits, confidence benefits and physical layout has statistical influence on customer satisfaction of commercial banks. Moreover, accessibility and special treatment benefits have statistical correlation with customer satisfaction. The findings also revealed that there was statistical difference in customer satisfaction and customer loyalty in e-banking and traditional banking preferring clients. In the intense competitive banking industry of Thailand, the identified results help the decision makers of the banks to improve the special parameters and get an edge against the competitive banks to satisfy and retain customers.
ItemFactors influencing Bangkokkian adults' decision-making in choosing and English language schoolThe purpose of this study was to determine the factors influencing Bangkokian on decision-making in choosing an English language school. This study applied non-probability sampling as a sampling procedure. The questionnaires were distributed by snowballing sampling with 400 questionnaires distributed by both offline and online platforms. This study applied four statistical models including descriptive analysis, One-Way ANOVA, Pearson's Correlation and multiple regression analysis. Most of the respondents were female. The majority of the respondents were aged between 29-39 years old. 76.8% of the respondents worked as private company employees and 60.5% of them worked at the operational level. Most of respondents have incomes between 15,001 baht and 40,000 baht per month. The results from multiple linear regressions analysis showed that product, promotion, people and process have positive influence on adult's decision-making in choosing an English language school while age, occupation, job level, income, price, place, physical evidence do not have a positive influence on adults' decision-making in choosing an English language school.
ItemFactors relating to brand loyalty of a Fitness Health Club franchise Business in Vienna, AustriaThis study focused on brand loyalty for an international, franchised Fitness Health Club in Vienna, Austria. The researcher found six independent variables in order to analyse customers' brand loyalty towards the above mentioned Fitness Health Club. The data was collected through 366 useful questionnaires from the Fitness Health Club and its day-to-day customers and members in Vienna, Austria. The research tested the relationship between brand loyalty and seven variables, which were advertising spending, brand image, brand trust, customer orientation, corporate social responsibility (CSR), satisfaction and overall valuation of services. The researcher finds that all null hypotheses were rejected through the Pearson Correlation technique, which showed that there were statistically positive relationships among the variables.