Naslov
The Significance and Evaluation of Selected Online Communication Tools – A Comparative Analysis of Young Consumers from Poland, Croatia and China

Autori
Kowalska, Mqgdalena ; Kostrzewska, Martyna ; Petljak, Kristina

Izvornik
Problemy zarzadzania – management issues (1644-9584) 19 (2021), 1; 91-106

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
young consumers ; digital marketing ; online communication tools ; online relationship

Sažetak
Purpose: The main goal of the article is to verify the significance of and evaluate selected online communication tools among young people in three culturally and technologically different countries – Poland, Croatia and China. Design/methodology/approach: The research was conducted using a paper survey questionnaire and CATI methods, on the research sample N=2199, in three countries: Poland (N=502), Croatia (N=955) and China (N=742). The study analyzed selected online tools classified into five groups regarding: 1.the value and convenience for the customer, 2. security and trust, 3. consumer service, 4. belonging and engagement, 5. added value. The tools qualified for each of the groups have been tested in terms of weight and assessment of their importance for a group of young people. Findings: The obtained results indicate which of the online communication methods are, in the opinion of young people, the most important and thus the most expected by this segment of customers. Research limitations/implications: The limitation of the research is that it was conducted among representatives of the narrowed territory of the studied countries, hence the results obtained may be characteristic of these parts of Poland, Croatia and China. The findings are a valuable source of knowledge for practical implications for companies operating in the segment of young consumers allowing to select the best online communication tools with these clients in Poland, Croatia and China. Originality/value: Digital marketing brings many new possibilities of communication with clients for enterprises ; however, for success, it is important to correctly match the online tools to the target group. The conducted research allowed prioritizing the importance of individual online communication tools in the process of creating relationships with young consumers in each of the analyzed countries. The classification of tools for building relationships at the behavioral and affective levels was original in the study. Moreover, the comparison of research results obtained from culturally and technologically diverse countries is of great value for the studied area.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

Napomena
The project is financed within the framework of
the program of the Minister of Science and Higher
Education under the name “Regional Excellence
Initiative” in the years 2019–2022; project number
001/RID/2018/19; the amount of financing PLN
10,684,000.00.

POVEZANOST RADA