THE IMPACT OF END-USER CHARACTERISTICS ON END-USERS EXPERIENCE OF E-GOVERNMENT SERVICES FOR THE GENERAL PUBLIC

Size: px
Start display at page:

Download "THE IMPACT OF END-USER CHARACTERISTICS ON END-USERS EXPERIENCE OF E-GOVERNMENT SERVICES FOR THE GENERAL PUBLIC"

Transcription

1 This is the preprint of Følstad, A., Brandtzæg, P.B., Heim, J., (2008). "The Impact of End-user Characteristics on End-users Experience of e-government Services for the General Public". In P. Kommers, P. Isaias (Eds.) Proceedings of the IADIS international conference e-society 2008 (pp. 9-15). IADIS Press. The final paper is available in the IADIS digital library: THE IMPACT OF END-USER CHARACTERISTICS ON END-USERS EXPERIENCE OF E-GOVERNMENT SERVICES FOR THE GENERAL PUBLIC Asbjørn Følstad, Petter Bae Brandtzæg, Jan Heim SINTEF ICT PB 124, N-0314 Oslo, Norway ABSTRACT The success of e-government services for the general public depends to a large extent on end-users subjective experience of the service. End-users experience clearly depends on the quality of the service, but end-users experience may also depend on characteristics in the end-user population. The possible impact of end-user characteristics on experience of e-government services was investigated on basis of the results of an online survey with 655 respondents. The survey was designed to measure end-users experience of Norwegian e-government services. The results show that end-user characteristics have a small but significant impact on experience. End-user characteristics related to e- Government service use, general Internet behavior and education seem to be better predictors of their experience than age and gender. KEYWORDS e-government services, user experiences, end-user characteristics, survey. 1. INTRODUCTION E-Government services are increasingly important vehicles for service provision, communication and data-transfer between government bodies and the public. Examples of large-scale e-government services for the general public include web-based services in the public sector areas of income tax, employment, different kinds of applications, and registry information maintenance. Understanding why people accept or reject e-government services may be one of the most challenging issues in the information society. It may be assumed that the success of e-government services to a large extent depend on the services ability to induce a positive experience in the end-users. Following this assumption, services that for some reason are associated with poor user experiences will tend to be less used. Similarly, if pioneering services of a sector is associated with negative user experience, this may create difficulties for the introduction of related later services. The end-users experience of e-government services for the general public clearly depends on the quality of the service; which, at least in principle, should be under the developer s control given proper inclusion of Human-Computer Interaction (HCI)-activities throughout the development process. However, it may be that end-users experience of Internet services also depends on end-user characteristics, not the service itself. Such end-user characteristics may include frequency of Internet use, previous use of similar Internet services, age, gender, and education. For the developers of future e-government services it will be of great interest to know whether end-users experience of e-government services depend on characteristics of the end-user population rather than service characteristics. Such knowledge may be used to prepare for particular activities towards user groups that are not easily satisfied, both throughout the development process and during implementation. The present paper presents the results of a survey on end-users use and experience of Norwegian e- Government services.

2 2. RELATED WORK Related work is presented on end-user experience and e-government services for the general public. 2.1 End-users experience The user experience associated with products and services has been made subject of great attention within the field of HCI the last decade or so. Focusing on the end-users experience is regarded as a consequence of that electronic services to a greater degree are developed to be desirable and cause emotional responses in the users, rather than just provide the end-users with assistance to solve a given set of task. According to Hassenzahl and Tractinsky (2006), research on the user experience of products and services is related to subjective emotion and affect, situated experiences, and holistic and aesthetic qualities associated with the interaction between a system and its users. End-users experience of a service may depend on several factors. Garrett (2002) considered the concept of user experience to be associated with all possible user actions for a particular web site. Nielsen et al. (2001) discussed web site usability and trust as particularly important for end-users experience. Petre et al. (2006) extended the concept of user experience beyond mere interaction with a website to also include delivery of products, support, and consumption of products and services. The investigation of end-users experience has been conducted in a variety of manners. In order to gain indepth insight into the subjective experiences of a small number of people, methods like interviews and focus groups has been used for decades. Experience sampling, a longitudinal capturing of events and psychological states, has been utilized to collect data on individuals experiences of interactive systems across time (Hole and Williams, 2007). Also, data on end-users experiences have been collected in laboratory studies (Lindegaard et al., 2006) and through questionnaire surveys. Standard questionnaire-based measurements of subjective perceptions of web sites include QUIS (The Questionnaire for User Interaction Satisfaction), and WAMMI (Website Analysis and Measurement Inventory). There is however no established standard measurements for user experience, as noted by Law and Hornbæk (2007). 2.2 E-Government services for the general public E-Government services for the general public are an important part of e-government development. e- Government may be defined as "the use of information and communication technology in public administrations combined with organizational change and new skills in order to improve public services and democratic processes and strengthen support to public policies" (eeurope, 2005). End-users perceptions and general use of e-government services has been investigated on a European level through the euser population survey. The survey included questions addressing (1) perceived accuracy of web-sites, (2) users ability to do what they wanted, (3) amount of assisting information provided by web-site, (4) web-site s adaptation to the users personal circumstances, and (5) visibility of whether an message has reached the right contact person in the government agency. Country briefs have been developed for all participating countries. The survey results presented in the current paper is from a Norwegian population. Norwegian e- Government services seem to hold a fair level of service sophistication and relatively high level of citizen uptake (Følstad, 2008). 55 percent of all Norwegian taxpayers submitted their income tax statement through an electronic channel in And, in the same year, 92 percent of all applications for higher education were submitted via Internet (enorge, 2005). 74 percent of Norwegian households have Internet access; 80 percent of these have broadband access. Norwegians with higher education are overrepresented as users of e- Government services (Statistics Norway, 2006). Because of the relatively high uptake of online services and widespread high quality of network connections, Norway is an interesting location to gain more knowledge on how people actually experience e-government services.

3 3. RESEARCH QUESTION The main research question of the study was: Which (if any) end-user characteristics can explain the variance in end-users experience of e- Government services for the general public? If one or more user characteristics can explain variation in end-users experience, a relevant sub-question is: How much variance in end-users experience may be explained by end-user characteristics? 4. METHOD Data was collected as an online questionnaire survey that charted end-users use and experience of Norwegian e-government services for the general public. 4.1 Recruitment Data collection was conducted in the period March-June, Participants entered the questionnaire from banner advertisement on two well known e-government web sites ( and as well as Norway s largest Internet newspaper ( the latter visited by almost one in three Norwegians on a daily basis. Participation in the surveys was rewarded with lottery tickets; the lottery prizes being a total of eight gift cards, each with a value of approximately 200 Euros. 4.2 Dependent and independent variables End-users experience, the dependent variable of the study, was measured through seven questionnaire items. For each item responses were collected on a five point scale ranging from 1 (Agree totally) to 5 (Disagree totally). The seven items were (translated from Norwegian): I am positive to use public sector services on the Internet Public sector services on the Internet make my daily life easier Public sector services on the Internet help me to get better overview of public sector services I prefer to use public sector services on the Internet rather than through personal attendance Public sector services on the Internet result in increased responsiveness to my personal needs I find that I get faster treatment of my case through public sector services on the Internet I get better service when using the Internet rather than personal attendance The following end-user characteristics, the independent variables of the study, where measured: Age Gender Education Frequency of Internet use Frequency of e-government service use Entry point to questionnaire (included for control) All dependent variables except Gender and Entry point to questionnaire were ordinal. Information was also collected on the participants area of residence and addresses. 4.3 Sample characteristics The sample counted a total of 655 respondents. The sample had the following characteristics: Age: 1% below 16 years of age, 2% between 16 and 18, 2% between 21 and 25, 11% between 26 and 35, 33% between 36 and 45, 24% between 46 and 65, 25% between 66 and 75, 2% above 75. Gender: 48% men, 52% women. Education: 7% on first educational level (primary school), 29% on secondary level (high school), and 64% on third level (university or university college).

4 Internet use: 3% used Internet weekly, 19% used Internet daily, 78% used Internet several times a day. Use of e-government services: 3% never used, 31% used a couple of times a year, 42% used several times a year, 16% used several times a month, 8% used more often than several times a month. Entry point to questionnaire: 37% from one of the two e-government web sites. 67% from the Internet newspaper. Almost all respondents (98%) had an account. 56% lived in towns with more than citizens. 5. RESULTS The results chapter first presents how Experience, the dependent variable of the study, was aggregated from seven related questionnaire items. Second, results are presented regarding the linearity of the relationships between the dependent and independent variables of the study. Finally a regression analysis, with the resulting regression model, is presented. 5.1 Dependent variable: End-users experience The seven questionnaire items measuring end-users experience were factor analysed and revealed a factor structure with a high general factor. The first factor had an eigenvalue of 3.75; the second Following oblique rotation the two first factors had a rather high correlation, r = Cronbach's Alpha for the seven items was Because of this, the seven items were aggregated as one variable, Experience, calculated as their mean. Experience was logarithmically transformed in order to approach a more normal distributed variable. Also, the variable polarity was changed, so that higher scores correspond to more positive Experience scores. 5.2 Independent variables: Investigating linear relationships The linearity of the relationships between the dependent and each of the ordinal variables were investigated. Linear relationships were found for the variables Education, Frequency of Internet use, Frequency of e-government service use, and Entry point to questionnaire. The dependent variable Age had a slight quadratic relation with the dependent variable. Therefore a new variable, Age2, was generated by (Age-5)**2, showing a quadratic relationship with Experience. 5.3 Regression model The variables Age, Age2, Gender, Education, Internet use, Frequency of e-government service use, and Entry point to questionnaire were entered as independent variables in a stepwise regression analysis. Experience was entered as the dependent variable. Criterion for inclusion was p 0.05, for exclusion p The stepwise regression analysis resulted in a model with three independent variables, R=0.32, and thus 10% of the variance in Experience was explained. The distribution of residuals did not deviate significantly from normality. The model is presented in Table 1. Table 1. Regression model. Dependent variable: Experience Included independent variables (p 0.05) Unstandardized Coeffivient B S.E. B Standardized Coefficient t Sig. e-government service use Internet use Education

5 6. DISCUSSION The discussion is structured according to the two research questions of the study. Also a discussion of internal validity and generality is presented. 6.1 Which (if any) end-user characteristics can explain the variance in endusers experience of e-government services for the general public? In the present study, end-users experience was investigated as an aggregated variable consisting of seven items with high inter-item reliability. Five candidate end-user characteristics were investigated as dependent variables: Age, gender, education, frequency of Internet use, and frequency of e-government service use. A regression model was developed, indicating that three of the five end-user characteristics contribute individually to explain the variance in the dependent variable. Frequency of e-government service use explained most variance in Experience. Increased use co-varies with increased positive user experience. This finding may be interpreted in two ways: (1) end-users experience of e-government services grows more positive with frequency of use or (2) frequency of use increases when the end-users have positive experiences with the services. Either way, end-users experience of e-government services seems to be significantly predicted by previous use of other services of this domain. If you are allowed to investigate only one user characteristic to predict end-users experience, frequency of use of e-government services seem to be the best choice. Frequency of Internet use was found to be the second best predictor for end-users experience of e- Government services, at least among the five end-user characteristics investigated in the present study. The higher the frequency of Internet use, the more positive user experience. Since most of the participants of the present study were fairly frequent Internet user, the results may not be used to differentiate between groups using Internet less than once a week. The third variable with sufficient explanatory power to be included in the stepwise regression model was education. Higher education predicts more positive experience of e-government services. This finding may be seen in relationship with education being an important social determinant of on-line access and Internet use. According to the latest Pew Global Attitudes Project [6] people with higher education levels are more likely to use Internet. High use of Internet also covariate with Internet skills and may in turn influence the end-users experience. Another explanation may be that people with higher education have a higher level of information literacy and therefore have a greater knowledge in, and interest of, government services in general. It is interesting to note that age or gender does not contribute significantly to explain variance in endusers experience. This does not mean that there is no co-variation between age and experience or gender and experience. It means that frequency of use of similar services, frequency of Internet use and education are better predictors of users experience than age or gender. If you want to predict end-users experience of a public Internet service you will be better off asking people about their Internet habits and education rather than gender and age. 6.2 How much variance in end-users experience may be explained by user characteristics? Since several of the investigated end-user characteristics seem to explain variation in end-users experience it is interesting to know how much of the variance in end-users experience that may be contributed to the investigated user characteristics. The stepwise regression analysis provided a model with R=0.32 and an explanatory power of 10 percent. This means that 10 percent of the variation in Experience is explained by the three independent variables in the model. This also means that 90 percent of the variation in Experience is not explained by the end-user characteristics included in the study. The findings indicate that the end-user characteristics included in the study explain a small but significant part of the variation in end-users experience of e-government services. This is interesting since it gives us another incitement to gather information about the users of the services we develop, as well as targeting certain user groups.

6 A new question that may be raised, following our conclusion that the investigated end-user characteristics explain only a limited amount of the variation in end users experience of e-government services for the general public, is related to which factors that may account for the remaining 90 percent of the variation. This question probably does not have a simple answer. It may however be speculated that a fair share of the remaining variation may be accounted for by (1) individual differences and/or end-user characteristics not investigated in our study, (2) differences in quality between the e-government services experienced by the end-users, and (3) interaction effects between end-user characteristics and e-government service characteristics. 6.3 Implications of the findings for the practitioner What then do the findings of the present study imply for the practitioner developing new e-government services for the general public? The findings serve as a reminder of the importance of knowing the end-user characteristics when developing e-government services. However, when categorizing users as part of a usercentered development process, focusing on the users expected experience levels rather than demographical data such as age and gender will probably generate information of higher relevance. In particular the endusers previous practical experience with similar services seems to be important, but also general experience with the Internet. When developing services targeting users assumed to be inexperienced with e-government services in general, it may be wise to particularly conduct user-centered activities in order to establish user requirements and early design feedback from these users. 6.3 Weaknesses of the present study The main weakness of the present study is that the participants of the study were recruited through banner ads on important web-sites rather than through random sampling across the population. This threatens the internal validity of the study, since we do not have full control with regard to possible sources of systematic biases in our sample. However, this weakness of the study may partially be controlled since the participants were recruited from three different websites. The participants access point to the survey was included as an independent variable in the regression analysis, but did not have sufficiently effect to be included in the resulting regression model. This may be taken to imply that at least the sub-samples of participants recruited on different websites were reasonably similar. The above presented weakness of the study should also be seen in the light that one of the three access points to the survey were the most popular online newspaper in Norway visited by almost half of the Norwegian population every day. This implies that a very broad spectrum of the Norwegian population was exposed to the invitation to participate in the survey. 6.4 Generality of the findings The findings of the present study are based on data collected on end-users experience of Norwegian e- Government services at a given point in time. Two important questions regarding generality are: To what degree may the conclusions of the study be generalized to e-government services at other times than the time of the presented survey? To what degree may the conclusions be generalized to international populations of users? Researchers and practitioners using the results of the present study should be aware of these issues of generality. With regard to generality across time, the findings of the present study should be used at other points in tine with reference to whether or not major new factors have appeared since the time of the present investigation that may affect the generality of the findings. Generality across countries should be discussed according to the similarity between the new target population and the population of the present study.

7 7. CONCLUSIONS AND FUTURE WORK The present study indicates that end-user characteristics may indeed have an effect on end-users experience of e-government services. It is interesting to note that experience with similar services and Internet in general seem to be better predictors of end-users experience than age and gender. It is the hope of the authors that the findings of the present study may inspire future research on factors affecting end-users experience of e-government services. It would be interesting to see studies that try to reproduce the findings of the present study in randomized research designs with samples drawn from multinational populations. Also it would be interesting to see future work that investigates the combined effects of end-user characteristics and characteristics of particular e-government services. Such work would truly be of great relevance for the development of e-government services of the future. ACKNOWLEDGEMENTS This paper was written as part of the research project EFFIN - Efficiency through user involvement. (See A main goal of the project is to adapt methods of user-centred design to the context of E- Government development. EFFIN ran from and was financed by the Norwegian Research Council through the FIFOS-program. REFERENCES eeurope, An information society for all. Commission of the European Communities: Brussels. enorge 2009, Det digitale spranget (The digital leap) Communication from the Norwegian Dept. of Modernization, Oslo, Norway, euser, Public Online Services and User Orientation. Retrieved online at Følstad, A., Improving the user-centredness of e-government projects. To appear in Proceedings of WEBIST 2008, May 4-7, 2008, Funchal, Portugal. Garrett, J. J The Elements of User Experience. User-Centered Design for the Web, New Riders Publishers, Indianapolis, IN, USA. Hassenzahl, M., Tractinsky, N., User experience a research agenda. Behaviour & Information Technology 25, 2, pp Human-Computer Interaction Lab, University of Maryland. QUIS: The Questionnaire for User Interaction Satisfaction. Retrieved online at Hole, L., Williams, O. M., Gaining insight into the User experience. In E. Law, A. Vermeeren, M. Hassenzahl, M. Blythe (Eds.) Proceedings from the COST 294-MAUSE affiliated workshop Towards a UX manifesto, September 3., 2007, Lancaster, UK, pp Kohut, A., Wike R., Speulda, N., Truly a World Wide Web. Globe Going Digital. Pew Global Attitudes Project. Retrieved online at Law, E., Hornbæk, K., Measures of Usability and User Experience (UX): Correlation and confusion. In E. Law, A. Vermeeren, M. Hassenzahl, M. Blythe (Eds.) Proceedings from the COST 294-MAUSE affiliated workshop Towards a UX manifesto, September 3., 2007, Lancaster, UK, pp Lindgaard, G., Fernandes, G., Dudek, C., Brown, J., Attention web designers: You have 50 milliseconds to make a good first impression! Behaviour & Information Technology 25, 2, pp Nielsen, J., Molich, R., Snyder, C., Farrell, S., E-Commerce User Experience, Nielsen Norman Group, Petre, M., Minocha, S., Roberts, D., Usability beyond the website: an empirically-grounded e-commerce evaluation instrument for the total customer experience. Behaviour & Information Technology 25, 2, pp Statistics Norway. ICT in the households, 2006: 6 out of 10 households have broadband. Retrieved online at WAMMI. Homepage. Retrieved online at

FACTORS AFFECTING JOB STRESS AMONG IT PROFESSIONALS IN APPAREL INDUSTRY: A CASE STUDY IN SRI LANKA

FACTORS AFFECTING JOB STRESS AMONG IT PROFESSIONALS IN APPAREL INDUSTRY: A CASE STUDY IN SRI LANKA FACTORS AFFECTING JOB STRESS AMONG IT PROFESSIONALS IN APPAREL INDUSTRY: A CASE STUDY IN SRI LANKA W.N. Arsakularathna and S.S.N. Perera Research & Development Centre for Mathematical Modeling, Faculty

More information

How to Get More Value from Your Survey Data

How to Get More Value from Your Survey Data Technical report How to Get More Value from Your Survey Data Discover four advanced analysis techniques that make survey research more effective Table of contents Introduction..............................................................3

More information

CHAPTER V RESULT AND ANALYSIS

CHAPTER V RESULT AND ANALYSIS 39 CHAPTER V RESULT AND ANALYSIS In this chapter author will explain the research findings of the measuring customer loyalty through the role of customer satisfaction and the role of loyalty program quality

More information

Key Words: Servqual Model, E Banking, Customer Satisfaction and Service Quality.

Key Words: Servqual Model, E Banking, Customer Satisfaction and Service Quality. CUSTOMER SATISFACTION ON E BANKING SERVICES IN PUBLIC AND PRIVATE SECTOR BANKS - A COMPARATIVE ANALYSIS USING SERVQUAL MODEL Arathy. C* Dr. B. Vijayachandran Pillai** Research Scholar in Commerce, Kerala

More information

The Impact of Mobile Shopping Quality on Customer Satisfaction and Purchase Intentions: The IS Success Based Model

The Impact of Mobile Shopping Quality on Customer Satisfaction and Purchase Intentions: The IS Success Based Model The Impact of Mobile Shopping Quality on Customer Satisfaction and Purchase Intentions: The IS Success Based Model Lisa Y. Chen Management, I-Shou University Kaohsiung, 840, Taiwan and William H. Lauffer

More information

Analysis of Customer Satisfaction during Online Purchase

Analysis of Customer Satisfaction during Online Purchase Analysis of Customer Satisfaction during Online Purchase Dr. E. B. Khedkar Dean, Faculty of Management Sciences, Savitribai Phule Pune University (Formerly University of Pune) & Director, D Y Patil Institute

More information

Customer perception towards E-Banking services: A study with reference to Vijaya bank, Mysuru city

Customer perception towards E-Banking services: A study with reference to Vijaya bank, Mysuru city WWJMRD 2016; 2(7): 38-42 www.wwjmrd.com Impact Factor MJIF: 4.25 e-issn: 2454-6615 Veena K.P Associate Professor, Dept. of Master of Business Administration (MBA), Visvesvaraya Technological University,

More information

A CATEGORIZATION AND ALGORITHM FOR DETERMINING ONLINE SHOPPING BEHAVIOR IN A B2C ECOMMERCE CONTEXT

A CATEGORIZATION AND ALGORITHM FOR DETERMINING ONLINE SHOPPING BEHAVIOR IN A B2C ECOMMERCE CONTEXT Association for Information Systems AIS Electronic Library (AISeL) MWAIS 2007 Proceedings Midwest (MWAIS) December 2007 A CATEGORIZATION AND ALGORITHM FOR DETERMINING ONLINE SHOPPING BEHAVIOR IN A B2C

More information

A TRACER STUDY ON LPU-LAGUNA CERTIFIED PUBLIC ACCOUNTANT BOARD PASSERS

A TRACER STUDY ON LPU-LAGUNA CERTIFIED PUBLIC ACCOUNTANT BOARD PASSERS A TRACER STUDY ON LPU-LAGUNA CERTIFIED PUBLIC ACCOUNTANT BOARD PASSERS Ma. Leonora V. Alusen Assistant Professor ABSTRACT The objective of the Accountancy program is to produce highly qualified and competent

More information

Sustainability challenges in the textile industry

Sustainability challenges in the textile industry Consumers Attitudes towards Eco-labels No. 11/2013 Eivind Sto* and Marthe Austgulen** This Briefing Paper is based on the information drawn from consumers perceptions of and attitudes towards environmental

More information

Participatory Performance Measurement or Self-Assessment: Amelioration Employee Job Satisfaction

Participatory Performance Measurement or Self-Assessment: Amelioration Employee Job Satisfaction Participatory Performance Measurement or Self-Assessment: Amelioration Employee Job Satisfaction Agus Munandar Faculty of Economic and Business, University of 17 August 1945 Jakarta, Indonesia Abstract

More information

Chapter 5 RESULTS AND DISCUSSION

Chapter 5 RESULTS AND DISCUSSION Chapter 5 RESULTS AND DISCUSSION 5.0 Introduction This chapter outlines the results of the data analysis and discussion from the questionnaire survey. The detailed results are described in the following

More information

APPLICATION OF MULTIPLE REGRESSION ANALYSIS TO STUDY THE PROCESS OF RECRUITMENT AT TCS-BPS, CHENNAI

APPLICATION OF MULTIPLE REGRESSION ANALYSIS TO STUDY THE PROCESS OF RECRUITMENT AT TCS-BPS, CHENNAI Volume 119 No. 16 2018, 2561-2567 ISSN: 1314-3395 (on-line version) url: http://www.acadpubl.eu/hub/ http://www.acadpubl.eu/hub/ APPLICATION OF MULTIPLE REGRESSION ANALYSIS TO STUDY THE PROCESS OF RECRUITMENT

More information

Performance Appraisal System in Medical College Libraries in Karnataka State - A study

Performance Appraisal System in Medical College Libraries in Karnataka State - A study 2016 IJSRST Volume 2 Issue 3 Print ISSN: 2395-6011 Online ISSN: 2395-602X Themed Section: Science and Technology Performance Appraisal System in Medical College Libraries in Karnataka State - A study Pushpalatha

More information

E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS

E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS European Journal of Business and Social Sciences, Vol. 1, No. 9, pp 118-125, December 2012. URL: http://www.ejbss.com/recent.aspx ISSN: 2235-767X E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS

More information

The Effectiveness Of Online Advertisement An Empirical Study In Coimbatore District

The Effectiveness Of Online Advertisement An Empirical Study In Coimbatore District The Effectiveness Of Online Advertisement An Empirical Study In Coimbatore District Sudha Padmanaban Thavathiru Santhalinga Adigalar Arts Science And Tamil College, Perur, Coimbatore, TamilNadu, India

More information

Lotteries Yukon s 2013 Household Survey and Web Survey Summary of Results

Lotteries Yukon s 2013 Household Survey and Web Survey Summary of Results Lotteries Yukon s 2013 Household Survey and Web Survey Summary of Results Objectives of the survey Profits from the sale of lottery tickets in Yukon are allocated to local art, sport, and recreation projects

More information

Impact Of Hrm Practices On Employee Satisfaction In Public Sector Commercial Banks In Chennai

Impact Of Hrm Practices On Employee Satisfaction In Public Sector Commercial Banks In Chennai International Journal of Management Academy (2013), 1 (2): 91-95 Received: October 2013 Accepted: November 2013 Copyright 2013 by IJOMA Impact Of Hrm Practices On Employee Satisfaction In Public Sector

More information

New trends of online banking in Sri Lanka

New trends of online banking in Sri Lanka New trends of online banking in Sri Lanka K.C.L.Fernando 1 Abstract Expansion of broadband, 3G services and internet based services actively changed consumer behaviour in Sri Lankan customers. The purpose

More information

demographic of respondent include gender, age group, position and level of education.

demographic of respondent include gender, age group, position and level of education. CHAPTER 4 - RESEARCH RESULTS 4.0 Chapter Overview This chapter presents the results of the research and comprises few sections such as and data analysis technique, analysis of measures, testing of hypotheses,

More information

Chapter 3. RESEARCH METHODOLOGY

Chapter 3. RESEARCH METHODOLOGY Chapter 3. RESEARCH METHODOLOGY In order to discover the final conclusion of this study, there were several steps to be conducted. This chapter contains the detailed steps of what has been done in this

More information

The Effects of Workplace Spirituality and Work Satisfaction on Intention to Leave

The Effects of Workplace Spirituality and Work Satisfaction on Intention to Leave The Effects of Workplace Spirituality and Work Satisfaction on Intention to Leave Chaiyaset Promsri, Faculty of Business Administration, Rajamangala University of Technology Phra Nakhon, Thailand. E-mail:

More information

Fallonia Runturambi., F. Tumewu. The Effect of

Fallonia Runturambi., F. Tumewu. The Effect of THE EFFECT OF ADVERTISEMENT AND PROMOTION ON BRAND SWITCHING BEHAVIOR OF MOBILE PHONE PROVIDERS IN MANADO by: Fallonia Runturambi 1 Ferdinand Tumewu 2 1,2 Faculty of Economics and Business, International

More information

Data Quality Awareness as an Optimal Marketing Strategy: A Case Study of a Saudi Manufacturing Company. Mohammad Almotairi*

Data Quality Awareness as an Optimal Marketing Strategy: A Case Study of a Saudi Manufacturing Company. Mohammad Almotairi* World Journal of Social Sciences Vol. 3. No. 6. November 2013 Issue. Pp. 105 114 Data Quality Awareness as an Optimal Marketing Strategy: A Case Study of a Saudi Manufacturing Company Mohammad Almotairi*

More information

Gender and employees job satisfaction-an empirical study from a developing country

Gender and employees job satisfaction-an empirical study from a developing country Gender and employees job satisfaction-an empirical study from a developing country Mourad Mansour King Fahd University of Petroleum and Minerals, Saudi Arabia Keywords Saudi Arabia, Job satisfaction, intrinsic

More information

Service Quality of BRAC Bank in Bangladesh: A Case Study

Service Quality of BRAC Bank in Bangladesh: A Case Study Service Quality of BRAC Bank in Bangladesh: A Case Study Dr. Nazrul Islam Professor, Department of Business Administration, East West University, 43 Mohakhali C/A, Dhaka 1212, Bangladesh. Email: nazrulislam@ewubd.edu

More information

Effects of E-recruitment and internet on recruitment process: An Empirical study on Multinational companies of Bangladesh

Effects of E-recruitment and internet on recruitment process: An Empirical study on Multinational companies of Bangladesh International Journal of Scientific Research and Management (IJSRM) Volume 06 Issue 01 Pages EM-2018-01-06 2018 Website: www.ijsrm.in ISSN (e): 2321-3418 Index Copernicus value (2015): 57.47, (2016):93.67,

More information

PERFORMANCE APPRAISAL OF EMPLOYEES

PERFORMANCE APPRAISAL OF EMPLOYEES PERFORMANCE APPRAISAL OF EMPLOYEES Dr. B.SWARNALATHA Assistant professor (Senior Grade) Bharathiyar College of Engineering and Technology, Karaikal ABSTRACT Performance appraisal is a formal, structured

More information

Knowledge Sharing, Personality Traits and Diversity: A Literature Review

Knowledge Sharing, Personality Traits and Diversity: A Literature Review Knowledge Sharing, Personality Traits and Diversity: A Literature Review Angela Titi Amayah This study reviews the recent empirical studies on knowledge sharing and personality and diversity. The paper

More information

An Examination of Ads and Viewing Behavior: An Eye Tracking Study on Desktop and Mobile Devices

An Examination of Ads and Viewing Behavior: An Eye Tracking Study on Desktop and Mobile Devices : An Eye Tracking Study on Desktop and Mobile Devices Research-in-Progress Soussan Djamasbi User Experience & Decision Making Lab School of Business Worcester Polytechnic Institute djamasbi@wpi.edu Adrienne

More information

University of Groningen. Implementation of total quality management Zhang, Z.H.

University of Groningen. Implementation of total quality management Zhang, Z.H. University of Groningen Implementation of total quality management Zhang, Z.H. IMPORTANT NOTE: You are advised to consult the publisher's version (publisher's PDF) if you wish to cite from it. Please check

More information

University of Groningen. Implementation of total quality management Zhang, Z.H.

University of Groningen. Implementation of total quality management Zhang, Z.H. University of Groningen Implementation of total quality management Zhang, Z.H. IMPORTANT NOTE: You are advised to consult the publisher's version (publisher's PDF) if you wish to cite from it. Please check

More information

Consumer s buying behavior towards online shopping. *Balamurugan K and Munish Kumar M. Abstract

Consumer s buying behavior towards online shopping. *Balamurugan K and Munish Kumar M. Abstract Volume: 3; No: 4; December-2017. pp 377-385. ISSN: 2455-3921 Consumer s buying behavior towards online shopping *Balamurugan K and Munish Kumar M Asst. Professor in Commerce, IHRD College of Applied science

More information

AN ANALYSIS OF FUNCTIONAL / PSYCHOLOGICAL BARRIERS AND QUALITY OF E-BANKING / INTERNET BANKING

AN ANALYSIS OF FUNCTIONAL / PSYCHOLOGICAL BARRIERS AND QUALITY OF E-BANKING / INTERNET BANKING CHAPTER 5 AN ANALYSIS OF FUNCTIONAL / PSYCHOLOGICAL BARRIERS AND QUALITY OF E-BANKING / INTERNET BANKING 5.1 Introduction India is one of the leading countries in the world where e-banking / internet banking

More information

E-Government services in Iran: Looking at citizen satisfaction

E-Government services in Iran: Looking at citizen satisfaction 2011 International Conference on Communication Engineering and Networks IPCSIT vol.19 (2011) (2011) IACSIT Press, Singapore E-Government services in Iran: Looking at citizen satisfaction Eng. Maryam Yahya

More information

IN HUMAN RESOURCE MANAGEMENT

IN HUMAN RESOURCE MANAGEMENT RESEARCH AND PRACTICE IN HUMAN RESOURCE MANAGEMENT Lu, L. & Lin, G. C. (2002). Work Values and Job Adjustment of Taiwanese workers, Research and Practice in Human Resource Management, 10(2), 70-76. Work

More information

2016 Staff Climate Survey Results. College of Agriculture and Life Sciences Report

2016 Staff Climate Survey Results. College of Agriculture and Life Sciences Report Staff Climate Survey Results College of Agriculture and Life Sciences Report In May, all, staff members were invited to participate in a Staff Climate Survey by the s Human Resources Department. Usable

More information

Applying Evaluate Marketing Processes Corporation Marketing Capability Maturity Model Evidence from Bursa Malaysia Market

Applying Evaluate Marketing Processes Corporation Marketing Capability Maturity Model Evidence from Bursa Malaysia Market Applying Evaluate Marketing Processes Corporation Marketing Capability Maturity Model Evidence from Bursa Malaysia Market Suseela Devi Chandran Phd Candidate, Institute of Malaysia & International Studies,

More information

Factors Affecting Brand Switching In Telecommunication Sector

Factors Affecting Brand Switching In Telecommunication Sector Quest Journals Journal of Research in Business and Management Volume 3 ~ Issue 1(2015) pp:11-15 ISSN(Online) : 2347-3002 www.questjournals.org Research Paper Factors Affecting Brand Switching In Telecommunication

More information

2016 Staff Climate Survey Results. University Libraries Report

2016 Staff Climate Survey Results. University Libraries Report Staff Climate Survey Results University Libraries Report In May, all, staff members were invited to participate in a Staff Climate Survey by the s Human Resources Department. Usable responses were gathered

More information

EFFECTIVENESS OF PERFORMANCE APPRAISAL: ITS MEASUREMENT IN PAKISTANI ORGANIZATIONS

EFFECTIVENESS OF PERFORMANCE APPRAISAL: ITS MEASUREMENT IN PAKISTANI ORGANIZATIONS 685 EFFECTIVENESS OF PERFORMANCE APPRAISAL: ITS MEASUREMENT IN PAKISTANI ORGANIZATIONS Muhammad Zahid Iqbal * Hafiz Muhammad Ishaq ** Arshad Zaheer *** INTRODUCTION Effectiveness of performance appraisal

More information

The ClimateQUAL : OCDA survey measures the following organizational climates:

The ClimateQUAL : OCDA survey measures the following organizational climates: The ClimateQUAL : OCDA survey measures the following organizational climates: ORGANIZATIONAL CLIMATE Organizational climate refers to the interpretative frameworks shared by employees regarding the priorities

More information

2016 Staff Climate Survey Results. College of Veterinary Medicine and Biomedical Sciences Report

2016 Staff Climate Survey Results. College of Veterinary Medicine and Biomedical Sciences Report Staff Climate Survey Results College of Veterinary Medicine and Biomedical Sciences Report In May, all, staff members were invited to participate in a Staff Climate Survey by the s Human Resources Department.

More information

Transformational and Transactional Leadership in the Indian Context

Transformational and Transactional Leadership in the Indian Context ISSN 2278 0211 (Online) ISSN 2278 7631 (Print) Transformational and Transactional in the Indian Context Dr. Vikramaditya Ekkirala Associate Professor, Institute Of Management Technology, Nagpur, India

More information

Impact of Human Resource Management Practices on Human Capital Development

Impact of Human Resource Management Practices on Human Capital Development Impact of Human Resource Management Practices on Human Capital Development Aqeela.M.S.F 1 and Victor. L.D 2 1,2 Department of Management, Eastern University, Sri Lanka Abstract Human Capital is asserted

More information

Survey Analysis of Customer Satisfaction of Campus Express Based on SPSS Statistical Method

Survey Analysis of Customer Satisfaction of Campus Express Based on SPSS Statistical Method Survey Analysis of Customer Satisfaction of Campus Express Based on SPSS Statistical Method Abstract Ping Li College of Economics and Management, Yibin University, Yibin 644000, China Along with the rapid

More information

AN EMPIRICAL STUDY OF QUALITY OF PAINTS: A CASE STUDY OF IMPACT OF ASIAN PAINTS ON CUSTOMER SATISFACTION IN THE CITY OF JODHPUR

AN EMPIRICAL STUDY OF QUALITY OF PAINTS: A CASE STUDY OF IMPACT OF ASIAN PAINTS ON CUSTOMER SATISFACTION IN THE CITY OF JODHPUR AN EMPIRICAL STUDY OF QUALITY OF PAINTS: A CASE STUDY OF IMPACT OF ASIAN PAINTS ON CUSTOMER SATISFACTION IN THE CITY OF JODHPUR Dr. Ashish Mathur Associate Professor, Department of Management Studies Lachoo

More information

This chapter will present the research result based on the analysis performed on the

This chapter will present the research result based on the analysis performed on the CHAPTER 4 : RESEARCH RESULT 4.0 INTRODUCTION This chapter will present the research result based on the analysis performed on the data. Some demographic information is presented, following a data cleaning

More information

Procedia - Social and Behavioral Sciences 237 ( 2017 )

Procedia - Social and Behavioral Sciences 237 ( 2017 ) Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Sciences 237 ( 2017 ) 1216 1222 7th International Conference on Intercultural Education Education, Health and ICT

More information

Dartmouth College 2008 Staff Survey

Dartmouth College 2008 Staff Survey Dartmouth College 2008 Staff Survey Data Analysis Solutions Prepared for: Dartmouth College Survey Overview Revised survey allowed for new questions and comparison to results from the 2006 Dartmouth College

More information

Studying the Employee Satisfaction Using Factor Analysis

Studying the Employee Satisfaction Using Factor Analysis CASES IN MANAGEMENT 259 Studying the Employee Satisfaction Using Factor Analysis Situation Mr LN seems to be excited as he is going to learn a new technique in the statistical methods class today. His

More information

Listening to The Voice of The Customer 1

Listening to The Voice of The Customer 1 Listening to The Voice of The Customer 1 To ensure that products and services satisfy customer needs, it is essential for a firm to gather their customers voice. Stated differently, listening to customers

More information

2007 Kansas State University Community and Climate Survey

2007 Kansas State University Community and Climate Survey 2007 Kansas State University Community and Climate Survey In the Spring of 2007 the Kansas State University (K-State) Community and Climate Survey was distributed to all faculty to assess their perceptions

More information

The previous chapter provides theories related to e-commerce adoption among. SMEs. This chapter presents the proposed model framework, the development

The previous chapter provides theories related to e-commerce adoption among. SMEs. This chapter presents the proposed model framework, the development CHAPTER 3: RESEARCH METHODOLOGY 3.1 INTRODUCTION The previous chapter provides theories related to e-commerce adoption among SMEs. This chapter presents the proposed model framework, the development of

More information

Impact of work variables and safety appraisal on well-being at work

Impact of work variables and safety appraisal on well-being at work Impact of work variables and safety appraisal on well-being at work I. Hansez a, S. Taeymans b, A.S. Nyssen c a Work Psychology Department, University of Liège, Belgium b ISW Limits, Leuven, Belgium c

More information

Practice Final Exam STCC204

Practice Final Exam STCC204 Practice Final Exam STCC24 The following are the types of questions you can expect on the final exam. There are 24 questions on this practice exam, so it should give you a good indication of the length

More information

Chapter - 2 RESEARCH METHODS AND DESIGN

Chapter - 2 RESEARCH METHODS AND DESIGN Chapter - 2 RESEARCH METHODS AND DESIGN 2.1. Introduction 2.2. Phases of Research 2.. Research Design 2.4. Data Collection 2.5. Questionnaire Design 2.6. Measurement and Scaling Procedures 2.7. Reliability

More information

ELECTRONIC SERVICES, A REAL SUPPORT FOR CITIZENS AND BUSINESS COMMUNITY

ELECTRONIC SERVICES, A REAL SUPPORT FOR CITIZENS AND BUSINESS COMMUNITY ELECTRONIC SERVICES, A REAL SUPPORT FOR CITIZENS AND BUSINESS COMMUNITY Armenia ANDRONICEANU Academy of Economic Studies, Piata Romana, 6, Bucharest, Romania armenia.androniceanu@man.ase.ro Abstract Electronic

More information

CONFLICT AND PERCEIVED GROUP PERFORMANCE IN CULTURALLY DIVERSE WORK GROUPS

CONFLICT AND PERCEIVED GROUP PERFORMANCE IN CULTURALLY DIVERSE WORK GROUPS CONFLICT AND PERCEIVED GROUP PERFORMANCE IN CULTURALLY DIVERSE WORK GROUPS Inessa Yu. Korovyakovskaya, Savannah State University Hyonsong Chong, Jackson State University ABSTRACT While group and teamwork

More information

A STUDY OF JOB SATISFACTION OF TEACHERS IN GOVT. COLLEGES OF GURUGRAM

A STUDY OF JOB SATISFACTION OF TEACHERS IN GOVT. COLLEGES OF GURUGRAM KAAV INTERNATIONAL JOURNAL OF ECONOMICS, COMMERCE & BUSINESS MANAGEMENT KIJECBM/APR-JUN (2017)/VOL-4/ISS-2/A33 PAGE NO.243-248 ISSN: 2348-4969 IMPACT FACTOR (2017) 7.8902 WWW.KAAVPUBLICATIONS.ORG A STUDY

More information

Delaware Performance Appraisal System Second Edition (DPAS II)

Delaware Performance Appraisal System Second Edition (DPAS II) Delaware Performance Appraisal System Second Edition (DPAS II) Year 4 Report June 2011 Submitted By: Dr. Donald E. Beers Principal Investigator 2021-A North Halsted Street Chicago, IL 60614 www.progresseducation.com

More information

International Journal of Innovative Research and Advanced Studies (IJIRAS) Volume 4 Issue 8, August 2017 ISSN:

International Journal of Innovative Research and Advanced Studies (IJIRAS) Volume 4 Issue 8, August 2017 ISSN: The Influence Of Convenience Of Access On The Perceived Effectiveness Of E-Service Delivery Strategy By The National Transport And Safety Authority In Kenya Kibogong K. Duncan Jomo Kenyatta University

More information

GP Online Access Report

GP Online Access Report GP Online Access Report October-December 2018. Stroke Association Focus Group Blackburn 1 Contents Glossary Acknowledgements Rationale Background information and local statistics. Methodology Service user

More information

Priscilla Jennifer Rumbay. The Impact of THE IMPACT OF CUSTOMER LOYALTY PROGRAM TO CUSTOMER LOYALTY (STUDY OF GAUDI CLOTHING STORE MANADO)

Priscilla Jennifer Rumbay. The Impact of THE IMPACT OF CUSTOMER LOYALTY PROGRAM TO CUSTOMER LOYALTY (STUDY OF GAUDI CLOTHING STORE MANADO) THE IMPACT OF CUSTOMER LOYALTY PROGRAM TO CUSTOMER LOYALTY (STUDY OF GAUDI CLOTHING STORE MANADO) by: Priscilla Jennifer Rumbay 1 Faculty of Economics and Business International Business Administration

More information

2016 Staff Climate Survey Results. Division of Marketing and Communication Report

2016 Staff Climate Survey Results. Division of Marketing and Communication Report Staff Climate Survey Results Division of Marketing and Communication Report In May, all, staff members were invited to participate in a Staff Climate Survey by the s Human Resources Department. Usable

More information

BRAND & SHOPPER Connect MOMENTS OF TRUTH. The Relevance of Touchpoints along the Customer Journey. October 2017

BRAND & SHOPPER Connect MOMENTS OF TRUTH. The Relevance of Touchpoints along the Customer Journey. October 2017 BRAND & SHOPPER Connect MOMENTS OF TRUTH The Relevance of Touchpoints along the Customer Journey October 2017 2 Contents 4 Moments of Truth: The Relevance of Touchpoints along the Customer Journey 6 Multiple

More information

Author please check for any updations

Author please check for any updations The Relationship Between Service Quality and Customer Satisfaction: An Empirical Study of the Indian Banking Industry Sunayna Khurana* In today s intense competitive business world, the customer is educated

More information

Assessing the Business Case for Flexible Work Arrangements

Assessing the Business Case for Flexible Work Arrangements Portland State University PDXScholar Social Work Faculty Publications and Presentations School of Social Work 1-1-2007 Assessing the Business Case for Flexible Work Arrangements Eileen M. Brennan Portland

More information

DOES AUTHENTIC LEADERSHIP PROMOTE EMPLOYEES ENTHUSIASM AND CREATIVITY?

DOES AUTHENTIC LEADERSHIP PROMOTE EMPLOYEES ENTHUSIASM AND CREATIVITY? DOES AUTHENTIC LEADERSHIP PROMOTE EMPLOYEES ENTHUSIASM AND CREATIVITY? Filipa Sousa Arménio Rego Carla Marques 1. INTRODUCTION Employees creativity is the first step in innovation, and innovation is crucial

More information

Impact of Service Quality of Internet Banking on Customer Satisfaction in Kegalle District

Impact of Service Quality of Internet Banking on Customer Satisfaction in Kegalle District Impact of Service Quality of Internet Banking on Customer Satisfaction in Kegalle District Introduction Nuwandi Jayawardhana. J.R.N Department of Commerce, Eastern University, Sri Lanka Abstract Internet

More information

Electronic Commerce and a Resource-Based View of the Firm

Electronic Commerce and a Resource-Based View of the Firm Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2001 Proceedings Americas Conference on Information Systems (AMCIS) 12-31-2001 Electronic Commerce and a Resource-Based View of

More information

A STUDY ON UTILIZATION OF E-SERVICES OFFERED BY RETAIL BANKS IN BANGALORE CITY

A STUDY ON UTILIZATION OF E-SERVICES OFFERED BY RETAIL BANKS IN BANGALORE CITY A STUDY ON UTILIZATION OF E-SERVICES OFFERED BY RETAIL BANKS IN BANGALORE CITY VINCENT PAUL 1 & Dr. KARTHIGAI PRAKASAM 2 1 Faculty, Central Academics, Manipal Academy of Banking, Bangalore, Karnataka,

More information

AIS Contribution in Navigation Operation- Using AIS User Satisfaction Model

AIS Contribution in Navigation Operation- Using AIS User Satisfaction Model International Journal on Marine Navigation and Safety of Sea Transportation Volume 1 Number 3 September 2007 AIS Contribution in Navigation Operation- Using AIS User Satisfaction Model A. Harati-Mokhtari

More information

The Impact of Human Resource Management Functions in Achieving Competitive Advantage Applied Study in Jordan Islamic Bank

The Impact of Human Resource Management Functions in Achieving Competitive Advantage Applied Study in Jordan Islamic Bank The Impact of Human Resource Management Functions in Achieving Competitive Advantage Applied Study in Jordan Islamic Bank Kafa Hmoud Al-Nawaiseh Department of Financial and Administrative Sciences, Al-Balqa

More information

EMPLOYEE PERCEPTION ON SKILL DEVELOPMENT PROGRAMS AT INFORMATION TECHNOLOGY COMPANIES IN BANGALORE AN EMPIRICAL STUDY

EMPLOYEE PERCEPTION ON SKILL DEVELOPMENT PROGRAMS AT INFORMATION TECHNOLOGY COMPANIES IN BANGALORE AN EMPIRICAL STUDY EMPLOYEE PERCEPTION ON SKILL DEVELOPMENT PROGRAMS AT INFORMATION TECHNOLOGY COMPANIES IN BANGALORE AN EMPIRICAL STUDY PRADEEP M P Research Scholar, VTU Assistant Professor, R V Institute of Management,

More information

RESEARCH SUMMARY THE DIGITAL DIVIDE: COMPUTER USE, BASIC SKILLS AND EMPLOYMENT

RESEARCH SUMMARY THE DIGITAL DIVIDE: COMPUTER USE, BASIC SKILLS AND EMPLOYMENT RESEARCH SUMMARY THE DIGITAL DIVIDE: COMPUTER USE, A COMPARATIVE STUDY IN PORTLAND, USA AND LONDON, ENGLAND John Bynner, Steve Reder, Samantha Parsons and Clare Strawn OCTOBER 2008 2 RESEARCH SUMMARY INTRODUCTION

More information

QUALITY OF WORK LIFE: A STUDY OF JAMMU UNIVERSITY TEACHERS

QUALITY OF WORK LIFE: A STUDY OF JAMMU UNIVERSITY TEACHERS QUALITY OF WORK LIFE: A STUDY OF JAMMU UNIVERSITY TEACHERS Taranjit Rao*, R.S. Arora**, A. K. Vashisht*** *Assistant Professor, Commerce, SGGS College, Chandigarh, India. **Department of Commerce, Punjab

More information

Chapter 16. System Development Process

Chapter 16. System Development Process Chapter 16 System Development Process Every information system is developed through a process with a particular composition. Steps of this process cover defining the system goals, analyzing existing business

More information

Analysis of Private Brand Purchase Intention (Case Study: ETKA Chain Stores)

Analysis of Private Brand Purchase Intention (Case Study: ETKA Chain Stores) Analysis of Private Brand Purchase Intention (Case Study: ETKA Chain Stores) Bahareh Ahmadinejad, MSc in Management, Islamic Azad University (IAU), Qazvin Branch, Marketing, Qazvin, Iran, b.ahmadinejad@qiau.ac.ir

More information

2016 Staff Climate Survey Results. VP of Research Report

2016 Staff Climate Survey Results. VP of Research Report Staff Climate Survey Results VP of Research Report In May, all, staff members were invited to participate in a Staff Climate Survey by the s Human Resources Department. Usable responses were gathered from,

More information

Factors Affecting Perception Mechanism in Digital Marketing, Communication Industry

Factors Affecting Perception Mechanism in Digital Marketing, Communication Industry Factors Affecting Perception Mechanism in Digital Marketing, Communication Industry Dr Mukesh S Tomar 1, Dr Mohit Mittal 2 1 Asso. Professor,IIMT College of Engg., Gr Noida,UP (India) 2 Asst. Professor,

More information

Evaluation of Employees Training towards the Effectiveness of Employees Training At Ramco Cements Ltd., In Ariyalur District, Tamil Nadu

Evaluation of Employees Training towards the Effectiveness of Employees Training At Ramco Cements Ltd., In Ariyalur District, Tamil Nadu Evaluation of Employees Training towards the Effectiveness of Employees Training At Ramco Cements Ltd., In Ariyalur District, Tamil Nadu J. MICHAEL RAJ Research Scholar, PG and Research Dept. of Human

More information

E-government projects in Lithuania: Problems and Prospects. M.Afanasjev, Lithuanian Institute of Public Administration

E-government projects in Lithuania: Problems and Prospects. M.Afanasjev, Lithuanian Institute of Public Administration E-government projects in Lithuania: Problems and Prospects. 1.1. E-government project concepts and their relevance The implementation of the e-government projects is the creation of the online service,

More information

A Study on The Co-Relation Between Job Satisfaction And Empowerment, Involvement, Loyalty of B-School Teachers In The City of Mumbai

A Study on The Co-Relation Between Job Satisfaction And Empowerment, Involvement, Loyalty of B-School Teachers In The City of Mumbai IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668 PP 01-05 www.iosrjournals.org A Study on The Co-Relation Between Job Satisfaction And Empowerment, Involvement, Loyalty

More information

2016 EMPLOYEE SURVEY RESULTS AND ANALYSIS

2016 EMPLOYEE SURVEY RESULTS AND ANALYSIS 2016 EMPLOYEE SURVEY RESULTS AND ANALYSIS JULY 2016 Survey Administered by the Institutional Effectiveness Committee March-June 2016 Report Prepared by the Office of Institutional Advancement Data Support

More information

Organizational Culture and Firm Performance A Comparative Study between Local and Foreign Companies Located in Ho Chi Minh City

Organizational Culture and Firm Performance A Comparative Study between Local and Foreign Companies Located in Ho Chi Minh City Organizational Culture and Firm Performance A Comparative Study between Local and Foreign Companies Located in Ho Chi Minh City Vo Thi Quy, International University VNU, Vietnam, vtquy@hcmiu.edu.vn Abstract

More information

5 CHAPTER: DATA COLLECTION AND ANALYSIS

5 CHAPTER: DATA COLLECTION AND ANALYSIS 5 CHAPTER: DATA COLLECTION AND ANALYSIS 5.1 INTRODUCTION This chapter will have a discussion on the data collection for this study and detail analysis of the collected data from the sample out of target

More information

Success Factors in ERP Systems Implementations. Result of Research on the Polish ERP Market

Success Factors in ERP Systems Implementations. Result of Research on the Polish ERP Market Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2004 Proceedings Americas Conference on Information Systems (AMCIS) December 2004. Result of Research on the Polish ERP Market Piotr

More information

emergent group-level effects U.S. Army Medical Research Unit-Europe Walter Reed Army Institute of Research

emergent group-level effects U.S. Army Medical Research Unit-Europe Walter Reed Army Institute of Research The impact of within-group conflict on perceptions of the organizations: Evidence for emergent group-level effects Paul D. Bliese, Jeffrey L. Thomas, Amy B. Adler, & Kathleen M. Wright U.S. Army Medical

More information

ORGANIZATIONAL COMMITMENT AMONG PHYSICAL EDUCATION ABSTRACT

ORGANIZATIONAL COMMITMENT AMONG PHYSICAL EDUCATION ABSTRACT THE RELATIONSHIP BETWEEN INTRINSIC MOTIVATION AND ORGANIZATIONAL COMMITMENT AMONG PHYSICAL EDUCATION TEACHERS OF SANANDAJ CITY AKRAM ABBAS ZADEH 1, JALIL MORADI* 2 AND KOROSH VEISI 2 1 Department of Physical

More information

Intro to Organizational Behavior and Culture

Intro to Organizational Behavior and Culture Intro to Organizational Behavior and Culture 1.1 Introduction to Organizational Behaviors and Culture 1.2 Organizational Behavior Definition of Organizational Behavior: Organizational Behavior is the study

More information

INFLUENCE OF ORGANIZATIONAL POLITICS ON TURNOVER INTENTION OF BANK EMPLOYEES, CHENNAI INDIA

INFLUENCE OF ORGANIZATIONAL POLITICS ON TURNOVER INTENTION OF BANK EMPLOYEES, CHENNAI INDIA Abstract INFLUENCE OF ORGANIZATIONAL POLITICS ON TURNOVER INTENTION OF BANK EMPLOYEES, CHENNAI INDIA K.R.Sowmya Dr.N.Panchanatham Turnover intention is different from the actual turnover of employees from

More information

Introduction to CUSTOMER ANALYSIS

Introduction to CUSTOMER ANALYSIS Introduction to CUSTOMER ANALYSIS Introduction to Customer Analysis Get Customer Data Segment Customers and Derive Insight Evaluate Customer Relationship Strategy and Customer Value Develop Value Proposition

More information

Ecommerce is a emerging format of retail sectors in India. The companies doing manufacturing

Ecommerce is a emerging format of retail sectors in India. The companies doing manufacturing e-issn : 2347-9671, p- ISSN : 2349-0187 EPRA International Journal of Economic and Business Review Vol - 4, Issue- 5, May 2016 Inno Space (SJIF) Impact Factor : 5.509(Morocco) ISI Impact Factor : 1.259

More information

Procedia - Social and Behavioral Sciences 109 ( 2014 ) Productivity and Service Quality: Factors Affecting in Service Industry

Procedia - Social and Behavioral Sciences 109 ( 2014 ) Productivity and Service Quality: Factors Affecting in Service Industry Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Sciences 109 ( 2014 ) 487 491 2 nd World Conference On Business, Economics And Management - WCBEM 2012 Productivity

More information

THE IMPACT OF THE HRM PRACTICES ON THE EMPLOYEE TURNOVER AMONG IT/ITES ORGANIZATIONS

THE IMPACT OF THE HRM PRACTICES ON THE EMPLOYEE TURNOVER AMONG IT/ITES ORGANIZATIONS International Journal of Management (IJM) Volume 7, Issue 6, September October 2016, pp.203 210, Article ID: IJM_07_06_023 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=7&itype=5

More information

The Effect of Managerial Competencies on Employee Engagement in Multinational IT Industries

The Effect of Managerial Competencies on Employee Engagement in Multinational IT Industries International Journal of Latest Trends in Engineering and Technology Vol.(7)Issue(3), pp. 028 034 DOI: http://dx.doi.org/10.21172/1.73.504 e ISSN:2278 621X The Effect of Managerial Competencies on Employee

More information

Organizational Climate and Diversity Assessment: A Value-based Approach. Manifested through the ARL ClimateQUAL assessment protocol

Organizational Climate and Diversity Assessment: A Value-based Approach. Manifested through the ARL ClimateQUAL assessment protocol Organizational Climate and Diversity Assessment: A Value-based Approach Manifested through the ARL ClimateQUAL assessment protocol Presented by Paul Hanges, University of Maryland Martha Kyrillidou, Association

More information

Customer Engagement Strategy

Customer Engagement Strategy Customer Engagement Strategy 2016/17-2017/18 1 Our Strategy At Guinness we know that our customers know what it is like to receive our services better then anyone. Our Customer Engagement Strategy is designed

More information

rate the importance of 15 bank attributes. A five-point scale ranging from not important to very important was employed. These data were analyzed

rate the importance of 15 bank attributes. A five-point scale ranging from not important to very important was employed. These data were analyzed EXAMPLE Factor Analysis Earns Interest at Banks How do consumers evaluate banks? Respondents in a survey were asked to rate the importance of 15 bank attributes. A five-point scale ranging from not important

More information