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The IUP Journal of Marketing Management
ISSN: 0972-6845
A ‘peer reviewed’ journal indexed on Cabell’s Directory,
and also distributed by EBSCO and Proquest Database

May'18

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The IUP Journal of Marketing Management is a quarterly journal focusing on marketing strategy, marketing research and techniques, brand management, advertising, consumer behavior and other emerging and interdisciplinary issues.

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  • Marketing Strategy
  • Marketing Research and Techniques
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  • Consumer Behavior
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Influence of Demographic Factors on Non-Users’ Perception Towards Green Cosmetic Products: A Study in and Around Kolkata, India
Factors Influencing Consumers’ Choice of Retail Store format in Assam, India
Customer Satisfaction and Loyalty Relationship: The Mediating Role of Trust
Consumer Complaint Behavior and Defection: The Moderating Role of Demographic Factors and Switching Cost
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Contents
(May, 2018)

Influence of Demographic Factors on Non-Users’ Perception Towards Green Cosmetic Products: A Study in and Around Kolkata, India

--Sudipta Majumdar and Sukanta Chandra Swain

Since green products ensure safety and sustainability from health and environmental point of view, research on green products is the need of the hour. Considering this, our earlier researches have focused on identification and prioritization of factors influencing preferences for green cosmetic products on the basis of responses of users. This paper is confined only to non-users of green products, particularly green cosmetic products. It has been evidenced in earlier studies that the demographic profiles matter in preferring or perceiving anything. Thus, this study tries to establish whether there is any significant impact of demographic profile of the non-users of the green cosmetic products on their perception towards it. Demographic profiles considered in this study are: age-group, gender, education level, occupation, income and number of members in the household. In fact, the objective of this paper is to map the demographic profile of the non-users of the green cosmetic products (on the above-mentioned facets) with their perception by way of applying one-way ANOVA for the data obtained from the 200 respondents (green cosmetic product non-users) selected from Kolkata, India. The findings so obtained would certainly help to understand the barriers to the popularity of the green cosmetic products with respect to the influential facets of demographic profile.

Article Price : Rs.50

Factors Influencing Consumers’ Choice of Retail Store format in Assam, India

-- Pradeep Kumar Deka

Retailers in emerging markets like India are trying to address the changing preferences of customers through the creation of new retail formats. However, most of the unorganized retailers are still reluctant to adapt to newer formats. The issue requires a deeper understanding of the factors influencing consumer behavior in the retail sector. This study is undertaken to understand the store attributes that influence the consumer choice of retail format and also to understand the effect of shoppers' demographic characteristics on such choices. The study is restricted to food and grocery retailing. The data has been collected through mall intercept survey method using a structured questionnaire. Statistical tools are used to evaluate the data collected from 290 food and grocery customers of kirana stores, convenience stores, supermarkets and hypermarkets in the Guwahati city of Assam, India. Factor analysis revealed nine factors, namely, availability and variety, store loyalty, store location, store image, shopping convenience, store communication and offers, product price and credit, store ambience, and customer service, as the major factors influencing customer choice of retail stores. Statistical tests also confirmed that demographic factors like age, occupation, income and gender also play a significant role in influencing store format choice.

Article Price : Rs.50

Customer Satisfaction and Loyalty Relationship: The Mediating Role of Trust

--Seemant Kumar Yadav, Vivek Agrawal, Utkal Khandelwal and Vikas Tripathi

The role of trust is very important in developing and maintaining a good relationship between the customer and the service provider. Due to the inherent risky nature of financial transactions, it is important to build a relationship with the customer based on trust. The present study is an attempt to empirically analyze the mediating effect of trust on customer satisfaction and loyalty relationship in the Indian banking context. Though many researchers have argued in support of the mediating role of trust in satisfaction-loyalty link, the authors were not able to find such relationship in the context concerned. Although customer satisfaction was found positively related to Benevolence and Credibility—the two trust dimensions—as far as their mediation effect was concerned, it was found absent. Further, it was previously argued that education level affects customers’ trust, but in the Indian context, there was no such relationship to be found. In the light of the given outcomes, appropriate strategies concerning decision making in business have been suggested.

Article Price : Rs.50

Consumer Complaint Behavior and Defection: The Moderating Role of Demographic Factors and Switching Cost

-- Hafiz Muhammad Tahir, Zeeshan Akbar Buttar and Imtiaz Ahmad

The purpose of this study is to investigate the post purchase behavior of Pakistani bank customers. Particularly, the relationship between public complaint actions, private complaint actions and customer defection has been examined. Moreover, the moderation effect of demographics and switching cost has also been studied. Data was collected through a survey of 240 bank customers from all over Pakistan. For data analysis, Hierarchical Multiple Regression has been used. The results of the study indicate that both complaints are strongly associated with customer defection, but private complaint has stronger effect on customer defection. Education, switching cost and ethnicity moderate both the relationships, whether public complaint or private complaint, while ‘others’ moderate this relationship in the case of public complaint. It was also found that education and marital status moderate the complaint behavior. The paper, being a pioneering attempt to investigate customer dissatisfaction in the banking industry, makes a unique contribution to the literature, specifically with reference to Pakistan.

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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