A STUDY ON OMNI BUS SERVICE ENRICHMENT
|
|
- Jeffry Whitehead
- 6 years ago
- Views:
Transcription
1 September 2013, Volume: II, Issue: IX A STUDY ON OMNI BUS SERVICE ENRICHMENT *Dr. K. Apsar Basha * **Dr. B.J. Mohit Wills ABSTRACT Developing countries like India are aware of the fact that factors such as economic development, education, employment and standard of living are important criteria based on which a country may be adjudged as a developed nation. Such growth, be it economic or social, is comprehensible only if the country has adequate infrastructure facilities like transport, power, water and the like. India is also directing all her efforts towards becoming a developed nation. The paper explains the reviews of passenger on service enrichment and their association with the profile discriminate aspects of rural and urban passengers was also explained in this study. Key words: Omni bus services, rural and urban areas, enrichment, expectations. INTRODUCTION The omni bus passengers preferences are assumed to be reflected in their expectations and perceptions of service quality. If the service-offer within the public transportation industry is homogeneous or heterogeneous, this is assumed to be reflected in expectations and the subsequent perception of service quality. These industry related issues are further assumed to be reflected in the overall customers satisfaction score for the industry, i.e., a high degree of congruence is expected to give a significantly higher satisfaction score than a low degree of congruence. De Vellis (1991) indicates that a measurement tool or scale, should include questions to reflect theoretical variants, which the observations may not reveal. Parasuraman et al., (1988 and 1991) discussed ten dimensions of passengers perceived service quality and investigate each one with experiments and tests. These are tangibles, reliability, responsiveness, competence, courtesy, credibility, security, access, communication and understanding customers. Rietveld and Roson (2002) identified supply and demand-oriented quality measures in public transport. Edvardsson (1998) identified the treatment/conduct, punctuality, information, technical faults, space in design of the vehicle, traffic planning and others as service quality of transport. The term BUSQUAL is used to measure the service quality of road transport as did by the RAILQUAL of Shainesh and Mathur (2000); and an AIRQUAL by Ekiz et al., (2006) to measure the service quality in railways and air transport respectively. Commonly used techniques for measuring service quality include customer service audits (Takuechi and Qelch, 1983), gap analysis, SERVPERF (Gronin and * Dr. K. Apsar Basha, Assistant Professor, Commerce Wing - DDE, Annamalai University, Annamalainagar , Tamil Nadu, India ** Dr.B.J. Mohit Wills, Assistant Professor, Commerce Wing-DDE, Annamalai University, Annamalainagar , Tamil Nadu, India 213
2 September 2013, Volume: II, Issue: IX Taylor, 1992), the critical incident technique (Bitner, 1990), and the sequential incident technique (Staurs and Weinlich, 1997). Passengers Satisfaction Due to the specific characteristics of services, the development of customer relationship is important in a range of service markets. Passengers satisfaction is recognized as a key intermediary objective in service operations representing an affective self-evaluation based on price and quality trade-offs (Roest and Pieters, 1997). Rust and Oliver (1994) were the first to define satisfaction as the customers fulfillment response which is both an evaluation and an emotion-based response to a service. Crosby and Stevens (1987) referred to relationship satisfaction as a multidimensional construct, which is a prerequisite for relationship quality with three distinct levels like satisfactory interaction with the personnel, satisfaction with the core service; and satisfaction with the organisation. Transportation service is important in determining quality of life. The quality of the bus service is one of the key factors that affects the willingness of the public to select the bus service during the rush hours. Reliability of transport system is considered critically important by most transport users because passengers are adversely affected by the consequences associated with reliability such as additional waiting time, lat or early arrivals at destinations and missed connections, which increases their anxiety and discomfort. The passengers attitude towards the service plays an important role for the success of the transport companies. These efforts include measures to improve the infrastructure facilities such as road transport. The importance of rural road transport can be fathomed from the fact that two thirds of the Indian population lives in villages. An efficient transport system is essential for the movement of both men and materials, which would help in the spread of knowledge and technology into areas including rural locations. The cost of transport and convenience of the people in terms of time and carrying goods to the market are some of the factors considered in choosing the mode of transport. The continuous improvement in the service is essential for the survival of any service providers. The transport industry is not an exceptional case. The service enrichment should be based on the level of expectation of the passengers on date. Only then, the continuous improvement can be brought into the field. Hence, the present study has made an attempt to examine the ways for service enrichment as per the view of these passengers. The ways of service enrichment have been examined with the help of sy4ice adequacy and superiority. PASSENGERS PREFERENCES The passengers preferences are assumed to be reflected in their expectations and perceptions of service quality. If the service-offer within the public transportation industry is homogeneous or heterogeneous, this is assumed to be reflected in expectations and the subsequent perception of service quality. These industry related issues are further assumed to be reflected in the overall customers satisfaction score 214
3 September 2013, Volume: II, Issue: IX for the industry, i.e., a high degree of congruence is expected to give a significantly higher satisfaction score than a low degree of congruence. STATEMENT OF THE PROBLEM Transport services offered to the public may be categorized as a function of exposure to competition, i.e., from pure monopoly to true competition. Independent of the positioning on this continuum, the goal for all the transport services must be to maximize the citizens utility. When users have real alternative service offers, increased user retention based on satisfaction with the transport service will be critical to the agents success. In most of the countries, public players are losing relative market share to private alternatives. A relative reduction in real or perceived service quality compared to private alternatives is one explanation of this development. In the public transport, the players are operating their buses just for the sake of operation. They are not bothering about their customers needs and wants. Even though, it may give better result today, it will not be good for future. The private players are playing a dominant role in covering the long route with the help of their omni bus services. They are highly competitive to other mode of transports. RELATED REVIEWS concept that involves those attributes of the service which affect its fitness for purpose and the attributes, and indeed fitness for purpose, require detailed definition in relation to local objectives and circumstances. Panduranga Murthy (1995) evaluated the customer service in bus passenger transportation. He identified the importance of price, quality, product features to increase the customer satisfaction in bus services. The important features identified by him are punctuality, safety, reliability, regularity and customer service. Tor Wallin Andreassen (1995) revealed that the public transportation industry offers low utility because of the low degree of congruence between customer preferences and service category differences. Privatization and deregulation are two solutions which have proved successful with regard to increasing expected utility. Hood (1995) identified seven dimensions that need to be addressed if change is to be brought in the delivery of public services. These are: a shift towards greater competition; an increased stress on private-sector style of management; a greater stress on discipline and frugality in the use of resources; a shift towards disaggregation; more emphasis on visible hands-on management; an increased use of measurable standard of performance; and a greater emphasis on output controls. Donmelly et al., (1995) stated that the public sector caters for two types of customers namely those who pay for the provision of a service and those who do not pay for the provision of service. Lovelock (1996) pointed out that the critical incidents always involve in the interactions between service customers and service contact employees. Since service delivery involves all aspects of the service organization and the environment with which the customer interacts, other objects and people may lead to critical incidents as well. The 215
4 September 2013, Volume: II, Issue: IX identified four main elements in the service delivery system are service personnel, service facilities and equipment, non-personal communication and other people. OBJECTIVES OF THE STUDY Based on the proposed research model, the objectives of the study are: 1. To study service quality gap through service enrichment of omni bus services. SAMPLING DESIGN (Research Design) The research design of the present study is descriptive in nature. Since the present study describes the profile of the passengers in the public transport, service quality in the omni bus services, the level of perception on service quality factor in the omni bus services and the passengers satisfaction. The present study is confined to pre-determined objectives and also depends upon pre-planned methodology to fulfill the objectives of the study, and so it is descriptive in nature. SAMPLING FRAME WORK OF THE STUDY The sampling framework of the study is divided into determination of sample size and the distribution of sample size in the population. In the present study, the sample size is determined by the given formula: 2 Z n D Whereas n - Number of sample size Z - Z statistics at five per cent level = 1.96 σ - Standard deviation of passenger s satisfaction on omni bus service at pilot study = D - Error acceptance = n.05 = = The total sample of 550 respondents are equally distributed to the eleven cities selected for the study. Hence, the sampled passenger from each come to 50 passengers. The applied sampling procedure is purposive sampling. LOCALE OF RESEARCH While studying the service quality of the omni bus services, it is imperative to select the study area. In the present study, it is decided to include the omni bus services offered by the service provides at eleven important cities at Tamilnadu. These are Chennai, Madurai, Tirunelveli, Trichy, Coimbatore, Salem, Ramnad, Tirupur, Hosur, Tuticorin and Erode. 216
5 FRAME WORK OF ANALYSIS September 2013, Volume: II, Issue: IX The collected data was analysed with the help of statistical tools such as t test, factor analysis, f test (etc). RESULT AND ANALYSIS Respondents Views on Factors in Service Adequacy and Superiority The respondents views on factors in service adequacy and superiority has been measured by the mean score of the variables in each factor. The mean score of each factor among the rural and the urban respondents has been computed separately. The t test has been administered to find out the significant difference among the rural and the urban respondents regarding their view on each factor. The results are given in Table 1. TABLE 1 Respondents View on Factors in Service Adequacy and Superiority (SAS) Sl.No. Factors in SAS Mean Score Among Respondents in t Rural Urban statistics 1. Assurance * 2. Empathy * 3. Reliability * 4. Responsiveness * 5. Tangibles * 6. Comfort * 7. Connection * 8. Convenience * *Significant at 5 per cent level. Source: Primary Data. The highly viewed factors in service adequacy and superiority (SAS) among the rural respondents are connection and empathy since their mean scores are and respectively. Among the urban respondents, these two are responsiveness and connection since their mean scores are and respectively. Regarding the view on the factors in the SAS, the significant difference among the two group of respondents has been noticed in the case of the eight variables in the SAS since their respective t statistics are Significant at five per cent level. Association between Profile of Respondents and their views on factors in SAS The profile of the respondents may have its own association with the level of view on factors in SAS. The present study has made an attempt to examine the association with the help of one way analysis of variance. All the 12 profile variables have been included for the present study. The results of one way analysis of variance are presented in Table
6 TABLE 2 September 2013, Volume: II, Issue: IX Association Between Profile of the Respondents and their View on Factors in SAS Sl. F statistics Profile variables No. Assurance Empathy Reliability Responsiveness 1. Age * * * * 2. Level of education * * * * 3. Nature of family Family size Occupational background * * * 6. Number of earning members per family * 7. Personal income per month * * * * 8. Family income per month * * * * 9. Average expenditure on bus service per month * * Frequency of service availed * * Gender Marital Status * * Significant at 5 per cent level. Source: Primary Data Regarding the views on assurance, the significantly associating profile variables are age, level of education, occupational background, personal income, family income and frequency of service availed since their respectively F statistics are Significant at five per cent level. The significantly associating profile variables with the view on empathy are age, level of education, personal income, family income, average expenditure on bus service per month, frequency of service availed and marital status. The significantly associating profile variables with their views on reliability are age, level of education, occupational background, personal income and family income whereas regarding the view on responsiveness, the significantly associating profile variables are age, level of education, occupational background, number of earning members per family, personal income and family income since their respective F statistics are Significant at five per cent level. The association between the profile of the respondents and their views on tangibles, comfort, connection and convenience has been examined with the help of one way analysis of variance. The results are given in Table
7 TABLE 3 September 2013, Volume: II, Issue: IX Association between Profile of the Respondents and their View on Factors in SAS Sl. F statistics Profile variables No. Tangibles Comfort Connection Convenience 1. Age * * * * 2. Level of education * * * 3. Nature of family Family size Occupational background * * * 6. Number of earning members per family * * * 7. Personal income per month * * * * 8. Family income per month * * * * 9. Average expenditure on bus service per month * * * 10. Frequency of service availed * * * * 11. Gender Marital Status * Significant at 5 per cent level. Source: Primary Data The significantly associating profile variables with the level of view on tangibles are age, personal income, family income, average expenditure on bus service per month and frequency of service availed since their respective F statistics are Significant at five per cent level. Regarding the view on comfort, the significantly associating profile variables are age, level of education, occupational background, number of earning members per family, personal income, family income and frequency of service availed. Regarding the perception on connection factor, the significantly associating profile variables are age, level of education, occupational background, number of earning members per family, personal income, family income, average expenditure on bus service per month and frequency of service availed whereas in the case of view on convenience factor, the significantly associating profile variables are age, level of education, occupational background, number of earning members per family, personal income, family income, average expenditure on bus service per month and frequency of service availed since their respective F statistics are Significant at five per cent level. Discriminant Factors in SAS among the Rural and Urban Respondents The level of view on factors in the SAS may be differing among the rural and the urban respondents. It is imperative to identify the important discriminant factor among the two groups of respondents for some policy implications. The two group discriminant analysis has been administered for this purpose. Initially, the mean differences among the rural and urban respondents regarding each factor and its 219
8 September 2013, Volume: II, Issue: IX statistical significance have been computed. The discriminant power of the factors in the SAS has been computed by Wilks Lambda. The results are given in the Table 4. TABLE 4 Mean Difference and Discriminant Power of Factors in SAS Sl. No. Factors in SAS Mean Score among Customers in Min Difference t statistics Wilks Lambda 1. Assurance(X1) * Empathy(X2) * Reliability (X3) * Responsiveness (X4) * Tangibles (X5) * Comfort (X6) * Connection (X7) * Convenience (X8) * * Significant at 5 per cent level. Source: Primary Data. The significant mean differences are noticed in the case of all the eight factors since their respective t statistics are Significant at five per cent level. The higher mean differences are identified in the case of comfort and responsiveness since their mean differences are and respectively. The higher discriminant powers are identified in the case of responsiveness and comfort, since their respective Wilks Lambda are and The significant factors in the SAS have been included for the estimation of two group discriminant analysis. The unstandardized procedure has been followed to estimate the function. The estimated function is: Z = X X X X X X X X 8 The relative contribution of discriminant factor in the Total Discriminant Score is estimated by the product of discriminant coefficient and the mean difference of the respective factors. The results are given in Table
9 TABLE 5 September 2013, Volume: II, Issue: IX Mean Difference and Discriminant Power of Factors in SAS Sl. No. CSQFs Discriminant Co-efficients Mean Difference Product Relative Contribution in TDS 1. Assurance (X1) Empathy(X2) Reliability (X3) Responsiveness (X4) Tangibles (X5) Comfort (X6) Connection (X7) Convenience (X8) Per cent of cases correctly classified: Source: Primary Data TOTAL The higher discriminant coefficients are noticed in the case of reliability and responsiveness since their respective coefficients are and It shows the higher influence of the above said two factors in discriminant function. The higher relative contribution in the TDS is identified in the case of responsiveness and reliability since its relative contributions are and per cent respectively. The estimated two group discriminant function correctly classifies the cases to the extent of per cent. The analysis infers that the important discriminant factors expected among the rural and the urban respondents are responsiveness and reliability which are highly expected by the urban respondents when compared with the rural respondents. CONCLUDING REMARKS The present study concludes that the service enrichment of the omni bus services are not upto the level of expectation of the respondents especially the urban respondents. It is commonly seen in the case of basic, value added and critical service quality. The level of passengers satisfaction is lesser among the urban respondents than among the rural respondents. 221
10 REFERENCES September 2013, Volume: II, Issue: IX 1. Panduranga Murthy, C (1995), Customer Service in Bus Passenger Transportation, Indian Journal of Transport Management, November, pp Tor Wallin Andreassen (1995), (Dis) Satisfaction with Public Services: The Case of Public Transportation, Journal of Services Marketing, 9 (5), pp Hood, C (1995), A Public Management for all Reasons, Public Administration, 74 (1), pp Donmelly, M., Wisoniewshi, M., Daplaymple, J.F., and Curry, A.C. (1995), Measuring Service Qaulity in Local Government: The SERVQUAL Approach, International Journal of Public Sector Management, 8 (1), pp Lovelock, C.H., (1996), Services Marketing, 3 rd ed., Prentice Hall International, London, UK. 6. Cunningham, L.F., Young, C.E., and Lee, M. (2000), Methodological triangulation in measuring public transportation service quality, Transportation Journal, 40(1), pp Cunningham, L.F., Young, C.E., and Lee, M. (2000), Methodological triangulation in measuring public transportation service quality, Transportation Journal, 40(1), pp Pullen, W.T. (1993), Definition and measurement of quality of service for local public transport management, Transport reviews, 13(3), pp Bates, J., Polak, J., Jones, P. and Cook, A., (2001), The evaluation of reliability for personal travel, Transportation Research, 37(3), pp Rietveld, P., Bnknsuna, F.R., and Van Vuuren, D.J., (2000), Copying with unreliability in public transport chawis: A case study for motherlands, Transportation Research, 35(A), pp Transport for London (2006), Network performance of London Buses, Available at: accessed 6 February, De Vellis, R.F., (1991), Scale Development: Theory and Applications Applied Social Research Methods, Services, vol.21, New bury Park, CA:Fage. 13. Parasuraman, A., Zeithammal, V.A., and Berry, L.L., (1988), SERVQUAL: A multi item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), pp Parasuraman, A., Zeithamml, V.A., and Berry, L.L., (1991), Refinement and reassessment of the SERVQUAL Scale, Journal of Retailing, 67(4), pp Rietveld, P. and Roson, R., (2002), Direction dependent prices in public transport: a good idea? The back haul pricing problem for a monopolistic public transport firm, Transportation, 29(1), pp Bo Edvardsson (1998), Causes of customers dissatisfaction studies of public transport by the critical incident method, Measuring service quality, 8(3), pp Shainesh, G. and Muhul Mathur (2000), Service quality measurement, the case of railways freight and services, Vikalpa, 25 (3), pp Ekiz, H.E., Hussain, K., and Bavik, A., (2006), Perception of service quality in North Cyprus National Airline, Proceedings of 18 th Biennial International Conference, Croatia: Faculty of Tourism and Hospitality Management, Opahija, May 3-5, Vol.03-05, pp Takuechi, H., and Qelch, J.A., (1983), Quality is more than making a good product, Harvard Business Review, July. 222
Service Quality A Study with Special Reference to Tamil Nadu Public Sector Banks
Service Quality A Study with Special Reference to Tamil Nadu Public Sector Banks M. Devanathan Ph.D. Research Scholar and Assistant Professor of Business Administration, Annamalai University, Tamil Nadu
More informationHEALTH CARE A PARADOX OF SERVICE QUALITY IN. An empirical study in the city of Coimbatore NIET. Journal of Management.
NIET Journal of Management Winter 2013-14 A PARADOX OF SERVICE QUALITY IN HEALTH CARE An empirical study in the city of Coimbatore Brighton Anbu Dr P Vikkraman Abstract Health care is a human right. According
More informationDevelopment of Railqual:
MANAGEMENT SCİENCE AND ENGİNEERİNG Vol. 4, No. 3, 2010, pp. 87-94 www.cscanada.org ISSN 1913-0341 [Print] ISSN 1913-035X [Online] www.cscanada.net Development of Railqual: A Service Quality Scale for Measuring
More informationINTERNATIONAL JOURNAL OF MANAGEMENT (IJM)
INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 5, Issue 8, August
More informationInternational Journal of Management (IJM), ISSN (Print), ISSN (Online), Volume 2, Issue 2, May- July (2011), pp.
International Journal of Management (IJM) ISSN 0976 6502(Print), ISSN 0976 6510(Online) Volume IAEME, http://www.iaeme.com/ijm.html I J M I A E M E AN EMPIRICAL INVESTIGATION ON SERVICE QUALITY & PASSENGERS
More informationA STUDY ON ASSESSMENT OF SERVICE QUALITY BY TRAVEL AGENTS IN THE STATE OF PUNJAB
A STUDY ON ASSESSMENT OF SERVICE QUALITY BY TRAVEL AGENTS IN THE STATE OF PUNJAB Mr. Raju Rosha 1, Dr. Navdeep Kaur 2 1 Research Scholar, Department of Business Administration, IKG-PTU, Jalandhar Punjab)
More informationImpact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways
Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways M. Devi Prasad (Corresponding author) Research Scholar, School of Management Studies University
More informationAN ASSESSMENT OF THE SERVICE QUALITY USING GAP ANALYSIS: A STUDY CONDUCTED AT DISTRICT BATHINDA
AN ASSESSMENT OF THE SERVICE QUALITY USING GAP ANALYSIS: A STUDY CONDUCTED AT DISTRICT BATHINDA Mr. Raju Rosha 1, Ms. Taranjeet Kaur 2, Mr. Ravinder Singh Sohi 3 1 Research Scholar, Department of Business
More informationSERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT
Management SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT Dr. C. Eugine Franco *1, G. Bright Jowerts 2 *1 Associate Professor, PG & Research Department of Commerce, St. Xavier
More informationSERVICE QUALITY GAP ANALYSIS & CUSTOMERS PERCEPTION -AN INVESTIGATION
SERVICE QUALITY GAP ANALYSIS & CUSTOMERS PERCEPTION -AN INVESTIGATION Prof S. Sudhakar, Assistant Professor, VLB Janakiammal College of Engineering & Technology, Coimbatore-42, Mrs. M.Padmavathi, Lecturer,
More informationABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF REASEARCH IN COMMERCE & MANAGEMENT
AN EMPIRICAL STUDY OF CUSTOMER EXPECTATION AND PERCEPTION IN ORGANIZED RETAIL SECTOR Dharmesh Motwani Assistant Professor, Pacific Business School, Udaipur, India Email: dharmeshmotwani9@gmail.com ABSTRACT
More informationShanlax International Journal of Economics
39 R.Mohammed Fathima (Ph.D. Scholar (P 8981)-Madurai Kamaraj University) Lecturer in Commerce, Caussanel College of Arts and Science, Ramanathapuram District Dr.L.P.Ramalingam, M.Com., M.Phil., Ph.D.,
More informationSERVICE QUALITY GAP ANALYSIS IN PRIVATE SECTOR BANKS- A CUSTOMERS PERSPECTIVE
SERVICE QUALITY GAP ANALYSIS IN PRIVATE SECTOR BANKS- A.Ananth Professor & Head, Management studies, Sri jayaram college of Engineering.cuddalore, Tamilnadu, India A CUSTOMERS PERSPECTIVE R.Ramesh Asst.Professor,
More informationSERVICE QUALITY AND CUSTOMER SATISFACTION: A COMPARISON BETWEEN PUBLIC AND PRIVATE SECTOR BANKS IN KERALA
SERVICE QUALITY AND CUSTOMER SATISFACTION: A COMPARISON BETWEEN PUBLIC AND PRIVATE SECTOR BANKS IN KERALA E.Ashraf 1 and Dr.K.Venugopalan 2 Research scholar and Asst.Professor 1 ; Research Supervisor and
More informationIdentifying Strategic Factors of Service Quality in Organized Retail Sector
Identifying Strategic Factors of Service Quality in Organized Retail Sector Dr. R. R. Chavan School of Management Studies North Maharashtra University, Jalgaon Prof. Anil Dongre School of Management Studies
More informationMeasuring service quality and a comparative analysis in the passenger carriage of airline industry
Available online at www.sciencedirect.com Procedia Social and Behavioral Sciences 24 (2011) 1232 1242 7 th International Strategic Management Conference Measuring service quality and a comparative analysis
More informationRelationship between Socio-Economic Status and Post-Purchase Behaviour of Maruti car customers
Relationship between Socio-Economic Status and Post-Purchase Behaviour of Maruti car customers R.Sivakumar Asst. Professor Management Wing, Directorate of Distance Education Annamalai University, Annamalainagar
More informationCustomer Service Quality and Satisfaction: A Comparative study of Public and Private sector Banks
EUROPEAN ACADEMIC RESEARCH Vol. IV, Issue 3/ June 2016 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.4546 (UIF) DRJI Value: 5.9 (B+) Customer Service Quality and Satisfaction: A Comparative study
More information[POM 15] STUDENTS SATISFACTION TOWARDS BUS SERVICE PERFORMANCE
[POM 15] STUDENTS SATISFACTION TOWARDS BUS SERVICE PERFORMANCE Azreen Alia Natasya Azani 1, Noor Shuhada Abu Bakar 2, Siti Zulaikah Abd Rahman 3, Tengku Nur Syazleedza Edzry Tengku Jesceedza 4 & Kamaruddin
More informationAPPLICATION OF THE PSYCHOLOGICAL CONTINUUM MODEL TO UNDERSTAND CUSTOMERS INVOLVEMENT AND SATISFACTION IN A FITNESS CENTER
APPLICATION OF THE PSYCHOLOGICAL CONTINUUM MODEL TO UNDERSTAND CUSTOMERS INVOLVEMENT AND SATISFACTION IN A FITNESS CENTER Jacklyn Joseph, Aminuddin Yusof *, and Soh Kim Geok Department of Sport Studies,
More informationSTUDY ON CUSTOMER SERVICE QUALITY OF COMMERCIAL BANKS IN CHENNAI CITY
STUDY ON CUSTOMER SERVICE QUALITY OF COMMERCIAL BANKS IN CHENNAI CITY Mrs. M.Rajalakshmi, Asst.Professor, Department of Management science, S.A. Engineering College, Chennai-77, Tamilnadu, India. ABSTRACT
More informationA study on factors influencing customer satisfaction towards retail banking in commercial banks with special reference to Coimbatore district
2017; 3(4): 74-82 ISSN Print: 2394-7500 ISSN Online: 2394-5869 Impact Factor: 5.2 IJAR 2017; 3(4): 74-82 www.allresearchjournal.com Received: 11-02-2017 Accepted: 12-03-2017 V Dhanavel Pandi Research Scholar,
More informationMeasuring the performance of G2G services in Iran
Measuring the performance of G2G services in Iran Behrouz Zarei 1, Maryam Safdari 2 1 Management School, University of Tehran, Tehran, Iran, E-mail: bzarei@ut.ac.ir 2 London School of Economics, University
More informationEMPLOYEES PERCEPTION ON QUALITY OF WORK LIFE IN MICRO SMALL AND MEDIUM ENTERPRISES IN KANYAKUMARI DISTRICT
International Journal of Advanced Research in Management (IJARM) Volume 8, Issue 3, July-Sep 2017, pp. 08 14, Article ID: IJARM_08_03_002 Available online at http://www.iaeme.com/ijarm/issues.asp?jtype=ijarm&vtype=8&itype=3
More information> RJEBS: Volume: 05, Number: 01, November-2015 Page 64
A Research Report On Identifying The Relationship Between Bus Passengers Attitude And Their Level Of Satisfaction ( With Reference To Public And Private Sector Bus Transport Service Industries In Tamil
More informationAN EVALUATION OF SERVICE QUALITY AND CUSTOMER S SATISFACTION OF GENERAL INSURANCE COMPANIES IN SURAT CITY: A STUDY BASED ON SERVQUAL GAP MODEL
Inspira-Journal of Commerce, Economics & Computer Science (JCECS) 121 ISSN : 2395-7069 General Impact Factor : 2.0546, Volume 03, No. 04, Oct.-Dec., 2017, pp. 121-125 AN EVALUATION OF SERVICE QUALITY AND
More informationInt. J. Pharm. Sci. Rev. Res., 30(2), January February 2015; Article No. 38, Pages:
Research Article Service Quality Perception with Reference to Pharmaceutical Industry Dr. T. Vijayakumar* Assistant Professor (Selection Grade), Head-Systems, Faculty of Management, SRM University, Kattankulathur,
More informationIMPACT OF SERVICE QUALITY ON CUSTOMER RELATIONSHIP MANAGEMENT IN THE BANKING SECTOR
IMPACT OF SERVICE QUALITY ON CUSTOMER RELATIONSHIP MANAGEMENT IN THE BANKING SECTOR Dr. R. Somasundaram 1 and V. Krishnamoorthy 2 1 Professor, Department of Management Studies, Kongu Engineering College,
More informationService Quality in Restaurants: a case study in a Portuguese resort
Service Quality in Restaurants: a case study in a Portuguese resort Vera Patrício 1, Rogério Puga Leal 2 and Zulema Lopes Pereira 2 1 Rua Nova da Vila 2, 8500-059 ALVOR, Portugal 2 Department of Mechanical
More informationService Quality and Consumer Behavior on Metered Taxi Services
Service Quality and Consumer Behavior on Metered Taxi Services Nattapong Techarattanased Abstract The purposes of this research are to make comparisons in respect of the behaviors on the use of the services
More informationService Quality in Post Office Saving Banks
DOI : 10.18843/ijms/v5i1(2)/06 DOI URL : http://dx.doi.org/10.18843/ijms/v5i1(2)/06 Service Quality in Post Office Saving Banks (A Study of Investors Perceptions and Expectations of Udaipur City using
More informationCustomer Perception towards service Quality in State Bank of India An Empirical Study
Customer Perception towards service Quality in State Bank of India An Empirical Study S. Vijay Anand, Research Scholar, Anna University of Technology, Coimbatore, Tamilnadu, India Dr. M. Selvaraj, Ph.D,
More informationAnalysis of Service Quality Gaps:- A study of Punjab Police
Analysis of Service Quality Gaps:- A study of Punjab Police Dr. Apar Singh, Assistant Professor, Punjabi University, Patiala, Punjab, India. Karampaul singh, Research scholar, Punjabi University, Patiala,
More informationInternational Journal of Current Trends in Engineering & Technology ISSN: Volume: 03, Issue: 06 (NOVEMBER -DECEMBER, 2017)
Comparative Analysis on Perceived Service Quality of Banks and Non-Banking Financial Companies (NBFCs) Evidence from Commercial Vehicle finance customers Rajendran. R Assistant professor (S.G) Department
More informationPurchase of Residential Flats - Factors Influencing the Decision of Buyers in Selected Cities in Tamil Nadu
Purchase of Residential Flats - Factors Influencing the Decision of Buyers in Selected Cities in Tamil Nadu P. Manivannan Ph.D Research Scholar, Department of Commerce, Annamalai University, Tamil Nadu
More informationAn Empirical Study of Servqual as a Tool for Service Quality Measurement
IOSR Journal of Business and Management (IOSRJBM) ISSN: 2278-487X Volume 1, Issue 5 (July-Aug. 2012), PP 09-19 An Empirical Study of Servqual as a Tool for Service Quality Measurement Sabrina Tazreen Lecturer.
More informationCHAPTER 8 SUMMARY, CONCLUSION AND SUGGESTIONS
132 CHAPTER 8 SUMMARY, CONCLUSION AND SUGGESTIONS 8.1 INTRODUCTION Call centres are contributing a lot to the growth of developing and developed economies for the past several years. Several researchers
More informationEmpirical Investigation of Airline Service Quality and Passenger Satisfaction in India
International Journal of Performability Engineering Vol. 13, No. 2, March 2017, pp. 109-118 Totem Publisher, Inc., 4625, Stargazer Dr. Plano, Printed in U.S.A. Empirical Investigation of Airline Service
More informationService Quality Analysis of Indian Life Insurance Companies. Chapter-V COMPANIES. 5.1 Service Quality: Conceptualization and Operationalization
Chapter-V SERVICE QUALITY ANALYSIS OF INDIAN LIFE INSURANCE COMPANIES 5.1 Service Quality: Conceptualization and Operationalization In the broadest sense, quality is a degree of excellence i.e. the extent
More informationDETERMINANTS OF CUSTOMER SATISFACTION IN TELECOM INDUSTRY - A STUDY OF INDIAN TELECOM INDUSTRY
DETERMINANTS OF CUSTOMER SATISFACTION IN TELECOM INDUSTRY - A STUDY OF INDIAN TELECOM INDUSTRY Manish Madan Associate Professor & HOD (BBA), Delhi School of Professional Studies and Research New Delhi,
More informationKEY SERVICE QUALITY DIMENSIONS FOR LOGISTIC SERVICES
KEY SERVICE QUALITY DIMENSIONS FOR LOGISTIC SERVICES Phusit Wonglorsaichon School of Business, University of the Thai Chamber of Commerce 126/1 Vibhavadee-Rangsit Road, Dindang, Bangkok 10400, Thailand
More informationAn Empirical Study on the Drivers of E-Commerce Business
Indian Journal of Science and Technology, Vol 9(32), DOI: 10.17485/ijst/2016/v9i32/98648, August 2016 ISSN (Print) : 0974-6846 ISSN (Online) : 0974-5645 An Empirical Study on the Drivers of E-Commerce
More informationService Quality Measurement in Croatian Banking Sector: Application of SERVQUAL Model
Service Quality Measurement in Croatian Banking Sector: Application of SERVQUAL Model Suzana Marković University of Rijeka, Faculty of Tourism and Hospitality Management, Croatia suzanam@fthm.hr Jelena
More informationA STUDY ON OVERALL JOB SATISFACTION AMONG THE EMPLOYEES OF CHENNAI PORT TRUST
A STUDY ON OVERALL JOB SATISFACTION AMONG THE EMPLOYEES OF CHENNAI PORT TRUST Dr. M. RAJENDRAN Assistant Professor, Commerce Wing, Directorate of Distance Education, Annamalai University, Annamalainagar
More informationThe Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria
The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria Olu Ojo Department of Business Administration Osun State University P. M. B.
More informationInternational Journal of Management (IJM), ISSN (Print), ISSN (Online), Volume 4, Issue 4, July-August (2013)
INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online), pp. 156-164 IAEME: www.iaeme.com/ijm.asp
More informationExpectations, Perceptions and Loyalty of Students in Private Universities versus State Universities
Expectations, Perceptions and Loyalty of Students in Private Universities versus State Universities Thorhallur Gudlaugsson Associate professor Faculty of Economics and Business Administration University
More informationConsumer s perceptions of service experience and service quality of a strategic alliance network. Vikrant JANAWADE
Consumer s perceptions of service experience and service quality of a strategic alliance network. Vikrant JANAWADE Aix Marseille Université, France, vikrant.janawade@univ-amu.fr The paradigms of service
More informationAN EXPLORATORY STUDY OF PERFORMANCE DIMENSIONS OF SUB-REGIONAL SHOPPING CENTRES. Jason Sit and Dawn Birch University of Southern Queensland.
AN EXPLORATORY STUDY OF PERFORMANCE DIMENSIONS OF SUB-REGIONAL SHOPPING CENTRES Jason Sit and Dawn Birch University of Southern Queensland Abstract Despite the advent of e-tailing and other changes in
More informationA Study on Nature of Services and customers expectations and perceptions regarding service quality
IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668 PP 12-20 www.iosrjournals.org A Study on Nature of Services and customers expectations and perceptions regarding
More informationEMPLOYEES PERCEPTION ON ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS: AN EMPIRICAL INVESTIGATION IN TAMILNADU
EMPLOYEES PERCEPTION ON ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS: AN EMPIRICAL INVESTIGATION IN TAMILNADU S. Kavitha Associate Professor - MBA, Vivekanandha Institute of Information and Management
More informationCustomer s perception regarding dimensions of service quality in microfinance institutions in Rajasthan
Int. Journal of Management and Development Studies 6(6): 1-7 (2017) ISSN (Online): 2320-0685. ISSN (Print): 2321-1423 Impact Factor: 0.715 Customer s perception regarding dimensions of service quality
More informationMEASURING SERVICE QUALITY IN THE TAKAFUL INDUSTRY. Farah Sahul Hamid SEGi College Penang, Penang, Malaysia. ABSTRACT
SEGi Review ISSN 1985-5672 Vol. 4, No. 1, July 2011, 118-124 Corresponding author. E-mail: farahsahul@segi.edu.my MEASURING SERVICE QUALITY IN THE TAKAFUL INDUSTRY Farah Sahul Hamid SEGi College Penang,
More informationTesting the Service Quality Provided by the University of Girne American Library
Testing the Service Quality Provided by the University of Girne American Library Abstract Abdelkarim Kitana & Associate Prof. Dr. Serdar Saydam Department of Business Management Girne American University
More informationMeasuring Service Quality of the Leisure Winery Industry:A Taiwan Based Study 李瑾玲觀光與休閒事業管理系. Abstract
Measuring Service Quality of the Leisure Winery Industry:A Taiwan Based Study Abstract 李瑾玲觀光與休閒事業管理系 In the recent years, the Taiwanese farmers have been looking for ways to transform their agriculture
More informationThe Relationship between Perceived Service Quality and Fishermen Satisfaction
The Relationship between Perceived Service Quality and Fishermen Satisfaction Praveena Thevisuthan 1* Kurukulasingam Tharjanan 2 1. Department of Business and Management Studies, Faculty of Communication
More informationDetermination of Service Quality Factors of Private Commercial Banks in Bangladesh
ASA University Review, Vol. 5 No. 2, July December, 2011 Determination of Service Quality Factors of Private Commercial Banks in Bangladesh Md. Ismail Haidar * Mohammad Saiful Islam ** Abstract The present
More informationIJEMR September Vol 6 Issue 09 - Online - ISSN Print - ISSN
Staffs Perception on Strength, Weakness, Opportunities and Threats of Muthoot Finance Limited- A Study *G.Sreekanth **DR.P.Nixsondhas ***DR.S.Nadarajan *Assistant Professor in Commerce Malankara Catholic
More informationA Study on Passenger s Satisfaction towards Railway Services in Coimbatore Junction. Authors: Address For correspondence:
International Journal o Applied Research and Studies (ijars) ISSN: 2278-9480 Volume 2, Issue (Nov - 2013) Research Article A Study on Passenger s Satisaction towards Railway Services in Coimbatore Junction
More informationOrganizational climate dimensions of employees in engineering colleges
2015; 1(13): 712-716 ISSN Print: 2394-7500 ISSN Online: 2394-5869 Impact Factor: 5.2 IJAR 2015; 1(13): 712-716 www.allresearchjournal.com Received: 11-10-2015 Accepted: 13-11-2015 Professor, Department
More informationCHAPTER LITERATURE REVIEW. 2.1 Service Concept and Its characteristics
CHAPTER 2 2.0 LITERATURE REVIEW This chapter reviews the concept of service quality (SERVQUAL) and customer satisfaction by assigning the various definitions. A general framework of what service quality
More informationExpectation, Perception and Satisfaction with Service Quality A Mall Customer Insight Er Amit Kumar Sen Dr Manjusmita Dash
Expectation, Perception and Satisfaction with Service Quality A Mall Customer Insight Er Amit Kumar Sen Dr Manjusmita Dash Department of Business Administration, Utkal University, Vani Vihar, Bhubaneswar-751004,
More informationPerception of Waiting Time in Queues and Effects on Service Quality Perception and Satisfaction: A Research on Airline Check-in Services
Perception of Waiting Time in Queues and Effects on Service Quality Perception and Satisfaction: A Research on Airline Check-in Services Ozlem Atalik (Anadolu University, Turkey) Emircan Ozdemir (Anadolu
More informationThe Impact and an Analytical Study of Service Quality Measurement in Leading Private Banks of India in Delhi and NCR Region
International Journal of Computer Science and Telecommunications [Volume 3, Issue 12, December 2012] 32 ISSN 2047-3338 The Impact and an Analytical Study of Service Quality Measurement in Leading Private
More informationThe Relationship among Brand Personality, Brand Image, and Perceived Service Quality
International Review of Business Research Papers Volume 6. Number 5. November 2010 Pp.7-16 The Relationship among Brand Personality, Brand Image, and Perceived Service Quality Kang-Ning Xia 1 and Yu-Tse
More informationVolume 6, Issue 2, February 2018 International Journal of Advance Research in Computer Science and Management Studies
ISSN: 2321-7782 (Online) e-isjn: A4372-3114 Impact Factor: 7.327 Volume 6, Issue 2, February 2018 International Journal of Advance Research in Computer Science and Management Studies Research Article /
More informationCHAPTER 2 LITERATURE REVIEW. This chapter discusses the literature review concerning the service quality
CHAPTER 2 LITERATURE REVIEW 2.1 INTRODUCTION This chapter discusses the literature review concerning the service quality dimensions, perceived value, customer satisfaction and customer loyalty as well
More informationPERCEPTIONS OF SERVICE QUALITY IN NORTH CYPRUS AIRLINE INDUSTRY: A PATH ANALYSIS APPLICATION
PERCEPTIONS OF SERVICE QUALITY IN NORTH CYPRUS AIRLINE INDUSTRY: A PATH ANALYSIS APPLICATION Kashif Hussain, PhD Candidate Department of Educational Sciences Eastern Mediterranean University Erdogan H.
More informationDeveloping an Instrument for Measuring Electronic Shopping Service Quality: E-SQUAL
Association for Information Systems AIS Electronic Library (AISeL) SAIS 2008 Proceedings Southern (SAIS) 3-1-2008 Developing an Instrument for Measuring Electronic Shopping Service Quality: E-SQUAL Samar
More informationA STUDY ON PASSENGERS PERCEPTION AND SATISFACTION TOWARDS SERVICES OFFERED BY SOUTHERN RAILWAYS IN COIMBATORE JUNCTION
A STUDY ON PASSENGERS PERCEPTION AND SATISFACTION TOWARDS SERVICES OFFERED BY SOUTHERN RAILWAYS IN COIMBATORE JUNCTION Dr.S.SARAVANAN 1 S.GANDHIMATHI 2 1 Professor, Department of Commerce with IT, Dr.N.G.P
More informationThe Importance-Performance Analysis: an Evaluation of Tourist Satisfaction with the Destination Attributes
The Importance-Performance Analysis: an Evaluation of Tourist Satisfaction with the Destination Attributes by Maria Johann, Ph.D. Warsaw School of Economics mjohan@sgh.waw.pl Abstract. The paper presents
More informationInternational Research Journal of Interdisciplinary & Multidisciplinary Studies (IRJIMS)
International Research Journal of Interdisciplinary & Multidisciplinary Studies (IRJIMS) A Peer-Reviewed Monthly Research Journal ISSN: 2394-7969 (Online), ISSN: 2394-7950 (Print) Volume-III, Issue-I,
More informationCHAPTER 3 RESEARCH METHODOLOGY. This chapter provides an overview of the methodology used in this research. The use
CHAPTER 3 RESEARCH METHODOLOGY 3.1 INTRODUCTION This chapter provides an overview of the methodology used in this research. The use of appropriate methodology forms the basis for a research so that scientifically
More informationSTUDY ON CUSTOMER PERCEPTION TOWARDS PERFORMANCE OF EQUITY TRADING AT INDIA INFO LINE- TIRUNELVELI
STUDY ON CUSTOMER PERCEPTION TOWARDS PERFORMANCE OF EQUITY TRADING AT INDIA INFO LINE- TIRUNELVELI M.S.Manikandan 1, S.M.Shahul Hameed 2 1 Assistant Professor, Dept of Management Studies, S.Veerasamy Chettiar
More informationMeasuring Service Quality using Servqual Model in Pakistan
International Journal of Financial Markets Vol. 1, No. 1, 2014, 1-7 Measuring Service Quality using Servqual Model in Pakistan Amer Sohail 1, Usman Rehman 2, Usman Ali 3, M. Azeem 4 Abstract The study
More informationService Quality Models: A Review
Service Quality Models: A Review Shalini* & Shelley Duggal ** * Government Polytechnic Institute, Sanghi, Rohtak, India. email: sehrawat.shalini@gmail.com **Institute of Hotel & Tourism Management, M.
More informationCPMD CUSTOMER SERVICE LECTURE 3 BUILDING CUSTOMER SERVICE QUALITY
CPMD CUSTOMER SERVICE LECTURE 3 BUILDING CUSTOMER SERVICE QUALITY LECTURE 3 OUTCOMES Customer Expectations of Service The Zone of Tolerance Customer Perceptions of Service Evaluating Service Quality The
More informationA STUDY ON SERVICE QUALITY DELIVERY OF RELIANCE FRESH WITH REFERENCE TO MADURAI DISTRICT
A STUDY ON SERVICE QUALITY DELIVERY OF RELIANCE FRESH WITH REFERENCE TO MADURAI DISTRICT Dr. K. Navarathinam Associate Professor, R. L. Institute of Management Studies, Madurai 625022 Abstract Reliance
More informationMeasuring Service Quality of the Consultancy Company
Available online at http://journals.usamvcluj.ro/index.php/promediu ProEnvironment ProEnvironment 9 (2016) 177-182 Original Article Measuring Service Quality of the Consultancy Company MUREŞAN Iulia Cristina
More informationInternational 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 informationFactors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model Case Study: Resalat Bank of Kermanshah Province
Factors Affecting Customer Satisfaction, Quality Banking Services to Iran, Using the Servqual Model Case Study: Resalat Bank of Kermanshah Province Peyman Akbari 1Department of Management, Payame Noor
More informationInternational Journal on Emerging Technologies 8(1): 43-48(2017) Analysis of Service Quality Attributes for Jaipur Urban Bus Transportation
e t International Journal on Emerging Technologies 8(1): 43-48(2017) ISSN No. (Print) : 0975-8364 ISSN No. (Online) : 2249-3255 Analysis of Service Quality Attributes for Jaipur Urban Bus Transportation
More informationInvestigating the Service Quality Dimensions to Customer Satisfaction and Loyalty of New Private Sector Banks in Tamilnadu An Empirical Study
Investigating the Service Quality Dimensions to Customer Satisfaction and Loyalty of ew Private Sector Banks in Tamilnadu An Empirical Study S.Dharmalingam Research Scholar, Bharathiyar University, Coimbatore,
More informationService quality gap between Online and Brick and Mortar Store of same Brand
in Eduation Technology (IJARET) Service quality gap between Online and Brick and Mortar Store of same Brand I Jacob Joseph. K, II Dr.Vikas Sharma I Research Scholar, NIMS University, Jaipur, India II Research
More informationA study on customers perceptions towards ICICI bank services
A study on customers perceptions towards ICICI bank services Dr.V.Vishnukanth Rao Lecturer Business Studies Department Nizwa College of Technology, Nizwa, Sultanate of Oman & Mr.MALLESH TUMMALA Lecturer
More informationResearch Article. Service Quality Measurement: The Case of Railway Freight Services. G Shainesh and Mukul Mathur. Introduction
Research Article focuses on the analysis and resolution of managerial issues based on analytical and empirical studies. Service Quality Measurement: The Case of Railway Freight Services G Shainesh and
More informationSERVICE QUALITY ATTRIBUTES AFFECTING THE SATISFACTION OF RAILWAY PASSENGERS OF SELECTIVE ROUTE IN SOUTHWESTERN PART OF BANGLADESH
SERVICE QUALITY ATTRIBUTES AFFECTING THE SATISFACTION OF RAILWAY PASSENGERS OF SELECTIVE ROUTE IN SOUTHWESTERN PART OF BANGLADESH Khan Rubayet RAHAMAN Urban and Rural Planning Discipline, Khulna University
More informationCHAPTER 4 RESEARCH METHODOLOGY
91 CHAPTER 4 RESEARCH METHODOLOGY INTRODUCTION This chapter presents how the study had been designed and orchestrated and provides a clear and complete description of the specific steps that were taken
More informationdesired levels are higher than men and they have relatively bigger ZoTs.
Gender- Based Analysis of Zones of Tolerance for Transit Service Quality Considering ITS Farzad Arabikhan, Maria Nadia Postorino, Ariane Dupont-Kieffer, Alexander Gegov University of Portsmouth, School
More information2. LITERATURE REVIEW. Total quality management dimensions in nongovernmental sectors come in table (1) according to quality experts as follow:
Service Quality Measurement in the Public Sector (Ilam Province Post Office Case Studies) 1 Fariba Azizzadeh, 2 Karam Khalili, 3 Iraj Soltani 1 Department of Management Esfahan, Science and Research Branch,
More informationA COMPARATIVE ANALYSIS ON THE SERVICE QUALITY PERCEPTIONS OF PHILIPPINE COMMERCIAL BANKS
A COMPARATIVE ANALYSIS ON THE SERVICE QUALITY PERCEPTIONS OF PHILIPPINE COMMERCIAL BANKS Willy F. Zalatar 1 1 Department of Industrial Engineering, Gokongwei College of Engineering De La Salle University
More informationIJMSS Vol.03 Issue-01, (January 2015) ISSN: Impact Factor
OPINION OF RETAILERS ON PRICING STRATEGIES OF SELECT MINERAL WATER COMPANIES - A STUDY WITH REFERENCE TO CUDDALORE DISTRICT Dr.T. SRINIVASAN, Deputy Director, DDE., Annamalai University, Tamil Nadu- INDIA
More informationStrictly as per the compliance and regulations of:
Global Journal of Management and Business Research: A Administration and Management Volume 17 Issue 6 Version 1.0 Year 2017 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global
More informationCustomer Awareness and Satisfaction Level of Banking Service in New Generation Banks
International Journal of Business Marketing and Management (IJBMM) Volume 1 Issue 3 October 2016, P.P.31-37 www.ijbmm.com Customer Awareness and Satisfaction Level of Banking Service in New Generation
More informationIJEMR March Vol 8 Issue 03 - Online - ISSN Print - ISSN
A Study on Level of Customer Service Quality in s (With Special Reference to Information Disclosure & Customer Guidance by s in Gangtok City) *Dr. B. Muthu Pandian **Dr. Ravi Shekhar Vishal *Assistant
More informationA Study on Consumer s satisfaction towards Cold Pressed Edible
A Study on Consumer s satisfaction towards Cold Pressed Edible ABSTRACT oil with Special Reference to Coimbatore City Dr. B. Kirubashini Associate Professor& Head Department of Commerce PSG College of
More informationEVALUATION OF QUALITY OF SERVICE TO CUSTOMERS OF TELECOMMUNICATIONS COMPANY IN ISFAHAN WITH GAP ANALYSIS MODEL (GAM)
EVALUATION OF QUALITY OF SERVICE TO CUSTOMERS OF TELECOMMUNICATIONS COMPANY IN ISFAHAN WITH GAP ANALYSIS MODEL (GAM) Asghar Dayani 1, Siamak Korang Beheshti 2 1 Department of Public Management, Islamic
More informationand sellers together to create customer relationship. While getting customers is
Asian Journal of Business and Economics Volume 1, No.1.1 Quarter I 2011 ISSN: 2231-3699 CUSTOMERS PERCEPTION TOWARDS SERVICE QUALITY OF THE COMMERCIAL BANKS IN COIMBATORE CITY Dr. C. S. Ramanigopal Reader,
More informationPERCEPTIONS OF SERVICE QUALITY IN NORTH CYPRUS NATIONAL AIRLINE
ERDOGAN H. EKIZ, Instructor Faculty of Economics and Administrative Sciences, Department of Tourism and Hospitality Management, Cyprus International University, Nicosia, Turkey KASHIF HUSSAIN, Research
More informationService Quality Measurement In The Specific Context Of Internet-Based Self-Service Technologies: A Review
Association for Information Systems AIS Electronic Library (AISeL) UK Academy for Information Systems Conference Proceedings 2009 UK Academy for Information Systems 3-31-2009 Service Quality Measurement
More information