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Lulzim Rashiti, Art Shala, Xhevat Sopi
DIGITAL MARKETING IN RETAIL BANKING – ANALYSIS OF MANAGERS’ ATTITUDES
Резюме:
This study explores the digitalization of the banking sector in Serbia and the attitudes of bank managers towards digital communication channels and the future of the industry. A survey was conducted with 87 bank mangers of marketing departments. Descriptive statistical methods were used to analyse the research data and to describe the attitudes of the managers regarding the purpose of the paper. Firstly, there is a positive correlation between a positive attitude towards digital retail banking services and motivation for their current use in Serbia. Most respondents (75.9%) believe that digital sales channels will replace traditional bank branches in the foreseeable future. This reflects a general acceptance and recognition of the role of digitalization in the banking sector. In this regard, 24.2% believe that digital transformation is critical for driving business performance and increasing market share. This research contributes to the growing body of knowledge on digital transformation in the banking sector and provides valuable insights for banks in Serbia and beyond.
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Nguyen Minh Quan, Bui Thanh Khoa, Van Thanh Truong Nguyen
ELECTRONIC WORD-OF-MOUTH BEHAVIOR
OF PASSENGERS IN THE AIRPORT:
THE COMBINATION OF SOR AND COMMITMENT-TRUST THEORY
Резюме:
Because airports serve as symbolic representations of a nation, careful oversight of airport service quality is essential to preserving a positive international reputation. Getting a competitive edge by satisfying travelers and vacationers with first-rate service is critical to spur real economic growth. This paper investigates the impact of airport service quality on passengers’ pleasure and its subsequent impact on trust and electronic word-of-mouth behavior. The survey data reveal that six dimensions of airport service quality, including check-in, security, convenience, ambiance, basic facilities and mobility, were analyzed for their impact on passengers’ pleasure. The results show that the quality of these services in the airport has a significant impact on passengers’ pleasure. Positive airport experiences lead to increased trust and positive electronic word-of-mouth behavior. The findings highlight the importance of providing high-quality airport services to enhance customer pleasure and maintain positive customer perceptions and behaviors toward the airport.
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Milena Angelova
HUMAN RESOURCE MARKETING – HOW TO WIN THE WAR FOR TALENTS
Резюме:
Human resources marketing is a relatively new branch of economic science, routed at marketing and human resources management and organisational governance domains and building upon their concepts. It has a substantial potential – if applied properly by the organisations, to help them attract, motivate, retain and manage their human resources, making sure they are well equipped with the needed skills and qualification, thus obtaining competitive advantage in the war for talents. The paper, on the basis of a dedicated desk-research, examines the evolution of the human resources marketing concept and its theoretical foundations in order to suggest models for successful practical application. It also charts avenues for further theoretical studies.
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Иван Марчевски, Криста Цветанова Нейкова
THE CONSUMER CHOICE OF TOURISM PRODUCTS – SUSTAINABLE CRITERIA
FOR MARKET SEGMENTATION
Резюме:
The purpose of this paper is to empirically identify relevant and sustainable criteria for segmentation of Bulgarian consumers of tourism products in the process of making purchasing decisions. The study draws on original data gathered through an online survey of 898 Bulgarians, which was analysed using a range of statistical tests. Segmentation was performed using cluster analysis (hierarchical and non-hierarchical clustering). The analysis suggests that Bulgarian consumers of tourism products can be adequately and consistently segmented on the basis of five criteria: (1) their preferred mode of travel, (2) mode of planning and organising tourist trips, (3) the type of tourism they prefer, (4) the budget they normally spent for tourism and (5) their preferences regarding used sources of information. The market segments identified are directly related to a specific aspect of consumer choice in the purchase decision process. The results of this study can be used by providers of tourism services (tour operators, travel agencies, etc.) when defining the parameters of the tourist services they offer in order to influence consumer choice in the purchasing decision process.
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Canh Chi Hoang, Bui Thanh Khoa
THE IMPACT OF REVIEW AND RATING ON CUSTOMER EXPERIENCE IN ELECTRONIC MARKETPLACES
Резюме:
With the proliferation of e-commerce, online marketplaces have become a dominant platform for consumer purchases. However, the factors driving positive customer experiences in these digital environments remain underexplored. This quantitative study investigates how online reviews and ratings influence customer experience in e-marketplaces. A survey was administered to 389 consumers who had made purchases on e-marketplaces in the past six months. Grounded in literature on online consumer behavior, the survey measured relationships between review quantity, review consistency, reviewer expertise, product/service ratings, and customer experience. The results reveal significantly positive impacts of review quantity, consistency, expertise, and ratings on customer experience. As consumers increasingly rely on peer-generated content for purchase decisions, these findings highlight the need for e-marketplace operators to optimize review and rating systems. By empirically demonstrating how online reviews shape the customer experience, this research provides timely insights for platforms, marketers, and policymakers aiming to improve customer satisfaction and loyalty in digital marketplaces. The study contributes to advancing academic understanding of how user-generated content and marketplace design elements interact to drive positive consumer outcomes.
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Пенка Горанова
АНАЛИЗ НА МЕТОДИТЕ ЗА ОЦЕНЯВАНЕ СТОЙНОСТТА НА МАРКАТА
Резюме:
В съвременния свят влиянието на брандовете е по-мощно от всякога, а бранд мениджърите съзнават, че грижата за израстването и експанзи¬ята на марката са ключови за нарастването на продажбите и за развитието на фирмата като цяло. Водещи компании като „Xerox”, „Coca-Cola” отчитат, че бран¬дът е толкова значим за работата им, колкото са и фабриките, иновациите и капиталът, тъй като силната марка привлича платежоспособни клиенти и инвес¬титори. Напоследък широко се прилага концепцията за стойността на марката (brand equity), която е имуществото, което остава при ликвидация на фирмата и след удовлетворяване на кредиторите. Това е финансова стойност, допълваща физическите качества на материалните активи и по-конкретно – на продукта. Марковата стойност, по същество, е мярката на тази добавена стойност. Целта на разработката е да представи съвременните методи за оценяване стойността на марката и да направи сравнителен анализ за тяхното използване. За създа¬ването на една успешна и работеща брандинг стратегия е важно да се познават в дълбочина световните практики за оценяване стойността на марката.
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Радко Радев
ПРОДУКТОВО ПЛАНИРАНЕ ВЪВ ФИРМИТЕ ПРОИЗВОДИТЕЛИ НА БЕЗАЛКОХОЛНИ НАПИТКИ В БЪЛГАРИЯ
Резюме:
При избора на предметна област на настоящата статия, се изхожда от разбирането за ключовото място на продуктовата политика. Като се имат предвид особеностите в сектора на безалкохолните напитки, се предлага методическа рамка на процеса на продуктово планиране, която способства вземането на обосновани управленски решения, свързани с продуктовата политика. Наред с това, се разглеждат някои основни изходни постановки, които разкриват същността на продуктовия мениджмънт и се извеждат и групират характерните за фирмите от разгледания сектор елементи на продуктовата политика.
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Пенка Горанова
УПРАВЛЕНИЕ НА ВРЪЗКИТЕ С КЛИЕНТИ – СТРАТЕГИЯ ЗА УТВЪРЖДАВАНЕ НА ФИРМЕНО КОНКУРЕНТНО ПРЕДИМСТВО
Резюме:
: Маркетингът на взаимоотношенията с клиенти се допълва със стратегическата визия за развитие на бизнеса – управлението на клиенти, къ¬дето се включва: анализът на клиенти и ползата/ приносът на всеки от тях, ана¬лизът на жизнения им цикъл и пр. Двете визии - CRM и управлението на клиенти имат съществено значение за развитието на фирмата и постигането на конку¬рентоспособност.
Посочените процеси проявяват тенденция на ускоряване и интензифика-ция. Те са резултат от налагането на една нова култура на потребителя, обхва¬щаща клиентите вече не само от развитите, но и от развиващите се пазари, ко¬ито имат креативен подход на мислене, динамика като стил на поведение и „гло¬бално” гражданство като социална характеристика. Специалистите по марке¬тинг трябва да притежават уникалния талант да се занимават със съвременния кли¬ент, да дават насока и фокус на своите компании за постигане на ефективни ре¬зултати, които да гарантират имиджа и успеха им.
