Service Quality A Study with Special Reference to Tamil Nadu Public Sector Banks
|
|
- Bernadette Cook
- 5 years ago
- Views:
Transcription
1 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 South India Dr. S. Jambulingam Assistant Professor of Business Administration, Annamalai University, Tamil Nadu South India ABSTRACT Customer service with quality is important in banks, which are the systems and organizational arrangement, as well as the characteristics and behavior of employees/employers towards customers. In order to increase goodwill, capture more customers and to gain customer loyalty, the banks strive to offer quality services. This study was undertaken to know the perception of customers towards the public sector banks in Tamil Nadu. Descriptive study method has adopted and convenience sampling technique was followed. On that basis, a sample size of 256 customers of different public sector banks was selected for this purpose from the major cities of Tamil Nadu state namely, Chennai, Madurai, Coimbatore and Trichy by using Servqual instrument developed by Parasuraman et al., The results show that specific customer categories namely, Young age group, unmarried customers, who have above 6 dependents and live in joint family customers have also higher level perception towards service quality of the public sector banks. Further, the result shows that post-graduate level and professional course educated customers, mainly students and lower and high income group customers also have higher level perception towards the service quality of the banks in the study area. Key Words: Customer Perception, Public Sector Banking Services, Service Quality INTRODUCTION AND BACKGROUND There has been phenomenal growth of service industries in recent years. More people are now employed in service industries than in manufacturing industries. A good part of business sector with its banks, hotels, law firms, consultation firms, air lines etc, is in the service business. Customer service with quality is important in banks, which are the systems and organizational arrangement, as well as the characteristics and behavior of employees/employers towards customers. In order to increase goodwill, capture more customers and to gain customer loyalty, the banks strive to offer quality services. The services by the banks are rendered to the customers according to the demands and expectations, will lead to the customer satisfaction. IRJBM April Volume No IV Page 90
2 Satisfaction of customer is an essential factor in Customer satisfaction in the success of an organization. In the banking industry, where intangible products are marketed, the importance of customer satisfaction is a more significant factor. The customers are found to be central point in making decisions of the banking industry with respect to the practices of the banking organization. Creation of customers and thereby delivery of essential services in more than expectation of the customers should be there especially in banking services. In this perspective, identifying a potential customer, the right services marketing strategies and positive attitude are important to the banking sector. Currently, the public sector banks face severe pressures since the increase in privatization and globalization. The customers of public sector banks compare in services quality among the banks. Presently competition from the private sector banks and initiation of banking reforms since early 1990s has led to an increased emphasis on efficient customer service. Overall, the banks face toughest competitive situation for survival, in order to this purpose, the banks are intended to maintain the service quality among the banks. Hence, measuring service quality of the banking sector has increasingly created an interest among the private and public sector banks. Service quality has been used to position the banks in the retail banking environment (Brown and Swartz, 1989). However, the service quality is difficult to measure (Rust et al., 1995). Due to the explosion of information technology, the banks offer different service products. The internet, electronic delivery channels etc. help the banks in capturing the customers and to be ultimate successors (Cooper and Edgett, 1996). Understanding, conceptualization and measurement of service quality are the recent discussion in services marketing. There has been sufficient research as to how service quality should be measured (Babakus and Boller, 1992; Brown, Chruchil and Peter 1993; Parasuraman, Zeithamal and Berry, 1985, 1988, 1991 and 1994). Different researchers have developed alternate concepts for service quality, like the Nordic perspective (Gronroos, 1982, 1984) and the American perspective (Parasuraman, Zeithamal and Berry, 1988). The Nordic perspective explains the service quality on two dimensions i.e., functional and technical quality. The American perspective on the other hand defines service quality on five dimensions, which are reliability, responsiveness, empathy, assurance and tangibility. It is so because the customers do not perceive quality as a uni-dimensional concept (Zeithamal, Parasuraman and Berry, 1993). Later the increased interest in the multi-dimensions of service quality led to the development of another model (Rust and Oliver, 1994), which identified service quality as a three dimensional concept. The present study is aimed to know the perception of customers towards various services rendered by the public sector banks in Tamil Nadu. The researchers have adopted the model explains the service quality on the basis of gap between the expected level of service and perception of the customers with respect to the level of services received. Many researchers have studied a wider scope that the five dimensions namely, reliability, responsiveness, empathy, assurance and tangibles. The present study measures the perceived service quality of the customers for the overall services by the banks. IRJBM April Volume No IV Page 91
3 OBJECTIVE OF THE STUDY To identify the perception of customers on service quality of the Public Sector Banks in Tamil Nadu. HYPOTHESIS The Public Sector Bank Customers do not differ on their perception towards Banking Services Quality METHODOLOGY The main purpose of the present study is to identify the perception of public sector bank customers towards service quality, descriptive study method was adopted, which is to be appropriative for this study. Convenient sampling technique was used in selecting the samples. The present study was conducted in major cities of Tamil Nadu state namely, Chennai, Madurai, Coimbatore and Trichy from 256 customers. To measure the service quality of the banks, a model named SERVQUAL was developed by Parasuraman (1988) was used. The inventory consists of 34 statements for measuring service quality by using five point scale Strongly Agree (5), Agree (4), Undecided (3), Disagree (2) and Strongly Disagree (1). RESULTS AND DISCUSSION To test the hypothesis the mean scores obtained by the public sector bank customers are compared and computed by using F test and t test. To compare the perception of customers towards service quality of banks, their demographic variables such as, Age, Gender, Marital Status, No. of Dependents, Family Type, Educational Qualification, Occupation and Family Monthly Income are categorized scientifically and systematically. The proposed hypothesis is also sub-divided based on the customers demographic variables, which are discussed as follow. Demographic Variables and Perception of Service Quality among the customers on Banking Service The Table-1 shows the results of one-way analysis of variance and independent sample t test, Mean, Standard Deviations of public sector bank customers perception towards service quality of the banks based on their demographic variables. IRJBM April Volume No IV Page 92
4 Table 1. Results of One-way Analysis of Variance and t test among the public sector bank customers perception towards Service quality of the banks Personal Variables Categories N Mean S.D. F p Age Upto 35 years years Above 45 years Gender Male Female Marital Status Married Unmarried Number of Dependents Upto 2 members 3 to 4 members to 6 members Above6 members Family Type Joint Nuclear Educational High School level Qualification Higher Secondary level Graduate Post-graduate Professional Others Occupation Student Govt. Employee Private employee Business Professional Housewife Retired Family Monthly upto Rs.10, Income (Rs.) Source: Computed. # - t values 10,001 to 25, ,001 to 50, Above Rs.50, Total # # # IRJBM April Volume No IV Page 93
5 H 0 1a : Different age group of public sector bank customers do not differ on their perception towards banking services quality. The respondents are categorized into three on the basis of their age such as upto 35 years, years, and above 45 years and their mean scores towards service quality of the banks are found to be , and , respectively. The mean scores show that customers belong to the age group Upto 35 years have obtained higher mean scores than others. Hence, the means scores indicate that young age group customers have higher level perception towards service quality of the public sector banks. It is also interesting to know the standard deviation among the customers, which also show young customers do not deviate much themselves on service quality of the banks. To test the hypothesis (1a), one-way analysis of variance was employed and the obtained F value is with the p value It means there is 0.01 level significant difference among the customers perception towards service quality of the banks. Hence, the proposed hypothesis is rejected. H 0 1b : The Male and Female public sector bank customers do not differ on their perception towards banking services quality. The respondents are categorized as male and female and their mean scores towards service quality of banks are found to be and , respectively. The mean scores show that customers do not vary in their perception towards service quality of the banks according to their gender and the standard deviation values also do not differ. Further, the obtained t value is found to be (9.660) is not significant at the 0.05 level since the p value is Hence, the proposed hypothesis is accepted. H 0 1c : The Married and Unmarried public sector bank customers do not differ on their perception towards banking services quality. The respondents are categorized as married and unmarried and their mean scores towards service quality of banks are found to be and respectively. The mean scores show that unmarried customers have higher level perception than married customers towards service quality of the banks. Further, obtained t value (1.994) is found to be significant at the 0.05 level since the p value is Hence, the proposed hypothesis is rejected. H 0 1d : The public sector bank customers do not differ on their perception towards banking services quality according to their number of dependents. The respondents are categorized into four on the basis of their number of dependents such as upto 2 members; 3 to 4 members, 5 to 6 members and above 6 members and their mean scores towards service quality of the banks are found to be , , and , respectively. The mean scores show that customers have above 6 members as dependents who have obtained higher mean scores than others. Hence, the means scores indicate that above 6 members dependents having customers have higher level perception towards service quality of the public sector banks. To test the hypothesis (1d), one-way analysis of variance was employed and the obtained F value is found to be with the IRJBM April Volume No IV Page 94
6 p value It means there is no significant difference among the customers perception towards service quality of the banks. Hence, the proposed hypothesis is accepted. H 0 1e : The Joint and Nuclear family type public sector bank customers do not differ on their perception towards banking services quality. The respondents are categorized as joint and nuclear family type of customers and their mean scores towards service quality of banks are found to be and , respectively. The mean scores show that joint family type customers have higher level perception than nuclear family type customers towards service quality of the banks. Further, obtained t value (2.354) is found to be significant at the 0.01 level since the p value is Hence, the proposed hypothesis is rejected. H 0 1f : The public sector bank customers do not differ on their perception towards banking services quality according to their educational qualifications. The respondents are categorized into six on the basis of their educational qualification such as High School level, Higher Secondary level, Graduate, Post-graduate, Professional and Others and their mean scores towards service quality of the banks are found to be , , , , and , respectively. The mean scores show that respondents who have qualified at Post-Graduation and Professional who have obtained higher mean scores than others. Hence, the means scores indicate that postgraduate and professional degree qualified respondents have higher level perception towards service quality of the banks. To test the hypothesis (1f), one-way analysis of variance was employed and the obtained F value is found to be with the p value It means there is 0.01 level significant difference among the customers perception towards service quality of the banks. Hence, the proposed hypothesis is rejected. H 0 1g : The public sector bank customers do not differ on their perception towards banking services quality according to their occupation. The customers are categorized into seven on the basis of their occupation such as Student, Government Employee, Private Employee, Business, Professional, Housewife and Retired and their mean scores towards service quality of the banks are found to be , , , , , and , respectively. The mean scores show that customers who are government employees have higher mean scores than others. Hence, the means scores indicate that government employees have higher level perception towards service quality of the banks. To test the hypothesis (1g), one-way analysis of variance was employed and the obtained F value is found to be with the p value It means there is 0.01 level significant difference among the customers perception towards service quality of the banks. Hence, the proposed hypothesis is rejected. H 0 1h : The public sector bank customers do not differ on their perception towards banking services quality according to their family monthly income. IRJBM April Volume No IV Page 95
7 The customers are categorized into four on the basis of their family monthly income such as upto Rs.10,000, Rs to 25,000, Rs.25,001 to 50,000 and above Rs.50,000 and their mean scores towards service quality of the banks are found to be , , and , respectively. The mean scores show that customers who earn upto Rs.10,000 and above Rs.50,000 have higher mean scores than others. Hence, the means scores indicate that lower and higher monthly income group customers have higher level perception towards service quality of the banks. To test the hypothesis (1h), one-way analysis of variance was employed and the obtained F value is found to be with the p value It means there is 0.01 level significant differences among the customers perception towards service quality of the banks. Hence, the proposed hypothesis is rejected. SUMMARY OF FINDINGS AND CONCLUSION Hence, the results offer evidence that customer perception about the service quality of the public sector banks is found to be future behavioural intentions. The results show that specific customer categories namely, Young age group, unmarried customers, who have above 6 dependents and live in joint family customers have also higher level perception towards service quality of the banks. Further, the result shows that post-graduate level and professional courses educated customers, mainly students and lower and high income group customers also have higher level perception towards the service quality of the banks in the study area. Thus, the result would assist the banks in using the customer profiles for identifying their expectations from banks to retain them in the competitive environment. REFERENCES 1. Brown, Stephen W. and Teresa A. Swartz (1989) A Gap Analysis of Professional Service Quality ; Journal of Marketing, 53:April, Brown, Tom J., Churchill Jr, Gilbert A. and Peter, J. Paul (1993) Improving the Measurement of Service Quality ; Journal of Retailing,69:1, Cooper, Robert G. and Edgett, Scott J. (1996) Factors for New Financial Services, Marketing Management, 5:3, Gronroos, Christian (1984) A Service Quality Model and its Implications, European Journal of Marketing, 18:4, Narasimham, M. (1991) Report on Financial Sector Reforms-1991, New Delhi, Committee of Financial Sector, Ministry of Finance, Government of India 6. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, Vol. 49 No. 4, pp Parasuraman, Zeithaml and Berry, "SERVQUAL. (1988): A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality," Journal of Retailing, Spring 1988, pp Parsuraman A., Zeithaml, Valerie A. and Berry, Leonard L. (1988) A multiple Item Scale for Measuring Consumer Perception of Service Quality, Journal of Retailing, IRJBM April Volume No IV Page 96
8 64:1, Journal of Services Research, Volume 4, Number 2 (October March 2005) 9. Parsuraman A., Zeithaml, Valerie A. and Berry, Leonard L. (1991) Refinement & Reassessment of SERVQUAL scale ; Journal of Retailing, 67:4, Parsuraman A., Zeithaml, Valerie A. and Berry, Leonard L. (1994) Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research, Journal of Marketing, 58:February, Rust, Roland T., Zahorik, Anthony J., and Keiningham, Timothy L. (1995), Service Marketing, New York, Harper Collins College Publishers, pg Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60 No. 2, pp Zeithaml, Valerie A., Parsuraman & Leonard L. Berry (1993) Strategic Positioning on Dimensions of Service Quality, Advances in Services Marketing and Management, Vol.2 (ed.) Teresa A. Swartz, David E. Bowen & Brown W. Stephen, Greenwich, Conn. JAI press, pp IRJBM April Volume No IV Page 97
IJRFM Volume 2, Issue 2 (February 2012) ISSN:
CUSTOMER PERCEPTION ON SERVICE QUALITY IN BANKING SECTOR: WITH SPECIAL REFERENCE TO INDIAN PRIVATE BANKS IN MORADABAD REGION. Vibhor jain * Dr.Sonia Gupta * Smrita Jain ** ABSTRACT To enhance reputation
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 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 informationA Study on Effectiveness of Promotional Strategies towards Relationship Marketing in Super Markets of Top Four Cities in Tamil Nadu
DOI : 10.18843/ijms/v5i1(4)/13 DOIURL :http://dx.doi.org/10.18843/ijms/v5i1(4)/13 A Study on Effectiveness of Promotional Strategies towards Relationship Marketing in Super Markets of Top Four Cities in
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 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 informationInvestigating Television News Service Quality Dimensions: A Factor Analysis Approach
www.fthm.uniri.hr facebook.com/fmtuopatija Jelena Komšić, M.A., Ph.D. student Iva Valčić, M.A., Ph.D. student Investigating Television News Service Quality Dimensions: A Factor Analysis Approach Contact
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 informationCustomer Satisfaction: A Comparative Study of Public and Private Sector Banks in Bangladesh
IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 20, Issue 1. Ver. I (January. 2018), PP 15-21 www.iosrjournals.org Customer Satisfaction: A Comparative Study
More informationSection A: This section deals with the profile of the respondents taken for the study.
RESULTS In this chapter we have discussed the results of this study. The study was conducted with the intention of finding out the relationship between service quality and customer satisfaction in Direct
More informationARE CUSTOMERS LOYAL TO ONLINE SHOPPING WEBSITE? ABSTRACT
ARE CUSTOMERS LOYAL TO ONLINE SHOPPING WEBSITE? ABSTRACT Surjit Kaur 1 Pooja Mahajan 2 Minakshi Devi 3 The study was designed to assess the loyalty of customers with respect to online websites they use
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 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 informationSATISFACTION OF MARKETING/MANAGEMENT STUDENTS IN HIGHER EDUCATION
SATISFACTION OF MARKETING/MANAGEMENT STUDENTS IN HIGHER EDUCATION Fine, Monica B. Coastal Carolina University Clark, Paul W. Coastal Carolina University ABSTRACT Marketing and management departments preach
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 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 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 informationVolume 6, Issue 12, December 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 12, December 2018 International Journal of Advance Research in Computer Science and Management Studies Research Article
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 informationSTUDY OF SERVICE QUALITY MANAGEMENT WITH SERVQUAL MODEL: AN EMPIRICAL STUDY OF GOVT/NGO S EYE HOSPITALS IN HARYANA
STUDY OF SERVICE QUALITY MANAGEMENT WITH SERVQUAL MODEL: AN EMPIRICAL STUDY OF GOVT/NGO S EYE HOSPITALS IN HARYANA Dr Markanday Ahuja, Director, Shri Baba Mast Nath Institute of Management Studies and
More informationCUSTOMER PERCEPTION OF E-BANKING SERVICES BY THE SCHEDULED COMMERCIAL BANKS IN COIMBATORE CITY
CUSTOMER PERCEPTION OF E-BANKING SERVICES BY THE SCHEDULED COMMERCIAL BANKS IN COIMBATORE CITY ABSTRACT 1 Ms. K. Sumathi 2 Dr.G.Ravindran One sector that has undergone fundamental changes as a consequence
More informationCOMMONWEALTH JOURNAL OF COMMERCE & MANAGEMENT RESEARCH CUSTOMER EXPECTATION AND PERCEPTION IN TELECOMMUNICATION SECTOR: AN EMPIRICAL STUDY OF UDAIPUR
CUSTOMER EXPECTATION AND PERCEPTION IN TELECOMMUNICATION SECTOR: AN EMPIRICAL STUDY OF UDAIPUR Suteekshn Singh Ranawat Research Scholar,Department of Business Administration, MLSU, Udaipur ABSTRACT Customer
More informationLevel of Customer Satisfaction While Using Internet Banking: A Study of Anand City
Level of Customer Satisfaction While Using Internet Banking: A Study of Anand City Yashasvi Rajnikant Rajpara*, Komal D Mistry** Abstract A considerable growth of internet based services hase been observed
More informationA STUDY OF BANKING CUSTOMER RETENTION THROUGH CUSTOMER SATISFACTION IN DHARMAPURI
A STUDY OF BANKING CUSTOMER RETENTION THROUGH CUSTOMER SATISFACTION IN DHARMAPURI Mr. T. K. MANICKAVASAKAM Principal, Vishwa Bharathi Arts and Science College, Morappur Harur Taluk, Dharmapuri District
More informationA STUDY ON QUALITY OF WORK LIFE AMONG THE EMPLOYEES OF DALMIA CEMENT INDUSTRY
A STUDY ON QUALITY OF WORK LIFE AMONG THE EMPLOYEES OF DALMIA CEMENT INDUSTRY Dr. A. Velaganni Joseph 1 S.Jainab Bee 2 Abstract This descriptive study is an attempt to know about the quality of work life
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 informationSTATISTICAL ANALYSIS ON CONSUMER S PERCEPTION TOWARDS CONSUMPTION OF GREEN PRODUCTS WITH SPECIAL REFERENCE TO CHENNAI CITY
International Journal of Civil Engineering and Technology (IJCIET) Volume 9, Issue 11, November 2018, pp. 333 340, Article ID: IJCIET_09_11_033 Available online at http://www.iaeme.com/ijciet/issues.asp?jtype=ijciet&vtype=9&itype=10
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 informationFactors Influence On Customer Satisfactions and E- Banking Services
WWJMRD 2018; 4(5): 8-13 www.wwjmrd.com International Journal Peer Reviewed Journal Refereed Journal Indexed Journal UGC Approved Journal Impact Factor MJIF: 4.25 E-ISSN: 2454-6615 Rambabu Lavuri Dept.
More informationA study on service quality gap in banking sector, with special reference to State bank of India in Salem city
2017; 3(3): 887-891 ISSN Print: 2394-7500 ISSN Online: 2394-5869 Impact Factor: 5.2 IJAR 2017; 3(3): 887-891 www.allresearchjournal.com Received: 14-01-2017 Accepted: 15-02-2017 P Lakshmishree M.Phil.
More informationImpact of Service Quality on Customer Satisfaction at AXIS Bank
63 Impact of Service Quality on Customer Satisfaction at AXIS Bank Dr. S. J. Manjunath, Associate professor, DOS in B. N. Bahadur Institute of Management Sciences, University of Mysore, Mysore, India Aluregowda,
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 informationImpact of Brand Equity on Customer Satisfaction and Purchase Intention of Air Conditioners in Chennai
ISSN 2278 0211 (Online) Impact of Brand Equity on Customer Satisfaction and Purchase Intention of Air Conditioners in Chennai S. Lakshmi Assistant Professor, Department of Commerce Prince Shri Venkateshwara
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 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 informationStudy of Existing Core Competencies, Competency Map and Identification Training Needs for Employees in IT Industry in Chennai, India
Study of Existing Core Competencies, Competency Map and Identification Training Needs for Employees in IT Industry in Chennai, India M.Anita Shanmuga Priya 1, Dr.R.Magesh 2 1,2 Research Scholar, Manonmaniam
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 informationCustomers Satisfaction through Service-Quality across Commercial Banks
EUROPEAN ACADEMIC RESEARCH Vol. II, Issue 8/ November 2014 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.1 (UIF) DRJI Value: 5.9 (B+) Customers Satisfaction through Service-Quality S. P. SINGH Professor
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 informationCREATING CONSTRUCTIVE WORK ENVIRONMENT TO IMPROVE QUALITY OF WORK LIFE OF COIMBATORE-BASED IT PROFESSIONALS
CREATING CONSTRUCTIVE WORK ENVIRONMENT TO IMPROVE QUALITY OF WORK LIFE OF COIMBATORE-BASED IT PROFESSIONALS K.Gunasundari 1 and M.Muthumani 2 1 Assistant Professor, Karpagam Institute of Technology, Tamilnadu
More informationComparison of Service Quality between Government and Private Banks in Indore
Comparison of Service Quality between Government and Private Banks in Indore Ganesh Patidar 1, Dr. Devendra Singh Verma 2 Department of Mechanical Engineering, Institute of Engineering & Technology, DAVV
More informationA STUDY ON OMNI BUS SERVICE ENRICHMENT
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
More informationDEMOGRAPHIC VARIABLES AND CUSTOMER SATISFACTION: AN EMPIRICAL ASSESSMENT
DEMOGRAPHIC VARIABLES AND CUSTOMER SATISFACTION: AN EMPIRICAL ASSESSMENT Mounita Nath* Dr.Kingshuk Adhikari** *Research Scholar, Department of Commerce, Assam University, Silchar, Assam, India **Assistant
More informationE-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 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 informationA study on consumer s perception and buying pattern towards health drinks with special reference to rural areas of Coimbatore district
2016; 2(4): 187-191 ISSN Print: 2394-7500 ISSN Online: 2394-5869 Impact Factor: 5.2 IJAR 2016; 2(4): 187-191 www.allresearchjournal.com Received: 21-02-2016 Accepted: 22-03-2016 Dr. P Sekar Dr. P.SEKAR,
More informationA STUDY ON QUALITY OF WORK LIFE AMONG WORKERS WITH SPECIAL REFERENCE TO TEXTILE INDUSTRY IN TIRUPUR DISTRICT A TEXTILE HUB
265 A STUDY ON QUALITY OF WORK LIFE AMONG WORKERS WITH SPECIAL REFERENCE TO TEXTILE INDUSTRY IN TIRUPUR DISTRICT A TEXTILE HUB ABSTRACT INDUMATHY.R.*; KAMALRAJ.S.** *Assistant Professor, PPG Business School,
More informationROLE OF CUSTOMER SERVICE QUALITY IN CUSTOMER SATISFACTION: AN EMPIRICAL STUDY OF SELECT TELECOM SERVICE PROVIDERS IN NCR
ROLE OF CUSTOMER SERVICE QUALITY IN CUSTOMER SATISFACTION: AN EMPIRICAL STUDY OF SELECT TELECOM SERVICE PROVIDERS IN NCR Associate Professor, DAVIM Faridabad Abstract As the Indian telecom industry has
More informationA STUDY ON TO ANALYSE THE CUSTOMER SATISFACTION TOWARDS BAJAJ BIKE WITH SPECIAL REFERENCE TO KANCHIPURAM DISTRICT
Journal of Sales and Marketing Management (JSMM) ISSN (P): 2250-2432; ISSN (E): Applied Vol. 3, Issue 1, Jun 2016, 1-12 TJPRC Pvt. Ltd. A STUDY ON TO ANALYSE THE CUSTOMER SATISFACTION TOWARDS BAJAJ BIKE
More informationAN ANALYSIS OF CUSTOMERS SATISFACTION AND FACTORS INFLUENCING THE INTERNET BANKING
CHAPTER V AN ANALYSIS OF CUSTOMERS SATISFACTION AND FACTORS INFLUENCING THE INTERNET BANKING 5.1 INTRODUCTION Banking industry is also one of the predominant industries adopting technologies which are
More informationVolume-4, Issue-6, November-2017 ISSN No:
THE RELATIONSHIP BETWEEN SERVICE QUALITY ON CUSTOMER SATISFACTION Joko Sadoso Priyo Applied Communication Department of Social Science and Political Science Faculty Sebelas Maret University. Indonesia
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 informationShanlax International Journal of Economics
18 C.Aruljothi Assistant Professor, School of Management Studies, Bannari Amman Institute of Technology, Sathyamangalam N.Pavithra II MBA Student, School of Management Studies, Bannari Amman Institute
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 informationM.Valan Rajkumar, Ph.D., R. Ilangovan, Ph.D. and A.Velanganni Joseph, Ph.D.
=================================================================== Vol. 1:5 December 2016 =================================================================== A Study on Job Involvement, Occupational Stress
More informationIJCISS Vol.2 Issue-2, (February, 2015) ISSN: International Journal in Commerce, IT & Social Sciences
IMPACT OF E - BANKING ON SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS Dr.V.SUREKHA 1, S.ANITHA 2, S.KALEESWARI 3. 1 ASSISTANT PROFESSOR, HEAD OF THE DEPARTMENT OF COMMERCE, VALLIAMMAL COLLEGE FOR
More informationAhila. D M.Phil Scholar, Department of Commerce, Sree Saraswathi Thyagaraja College, Pollachi, Tamil Nadu, India.
Consumer Behaviour on Aavin Milk and Dairy Products in Pollachi Taluk of Tamil Nadu Ahila. D M.Phil Scholar, Department of Commerce, Sree Saraswathi Thyagaraja College, Pollachi, Tamil Nadu, India. ahila.logu@gmail.com
More informationCustomer Perception of Banking Service Quality: A Study on Jamuna Bank Limited in Sylhet City
Customer Perception of Banking Service Quality: A Study on Jamuna Bank Limited in Sylhet City Sanjay Chandra Roy Lecturer, Department of Economics, University of Chittagong, Chittagong-4331, Bangladesh.
More informationAn Empirical Study on Organizational Climate in Neycer India Limited, Vadalur
International Journal of Trend in Scientific Research and Development (IJTSRD) International Open Access Journal ISSN No: 2456-6470 www.ijtsrd.com Volume - 2 Issue 2 An Empirical Study on Organizational
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 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 informationAN EMPIRICAL STUDY ON CUSTOMERS BUYING BEHAVIOUR AND SATISFACTION TOWARDS PET STORE.
AN EMPIRICAL STUDY ON CUSTOMERS BUYING BEHAVIOUR AND SATISFACTION TOWARDS PET STORE. ABSTRACT R.S.KANIMOZHI 1 Dr.S.SUMA DEVI 2 Assistant Professor, PSGR Krishnammal College for Women, Peelamedu, Coimbatore.
More informationA COMPARATIVE STUDY ON SATISFACTION OF CUSTOMERS OF PUBLIC SECTOR AND PRIVATE SECTOR BANKS TOWARDS E BANKING IN TIRUNELVELI DISTRICT
Management A COMPARATIVE STUDY ON SATISFACTION OF CUSTOMERS OF PUBLIC SECTOR AND PRIVATE SECTOR BANKS TOWARDS E BANKING IN TIRUNELVELI DISTRICT K.Thanga Glara *1, Dr. C. Eugine Franco 2 *1 Assistant Professor
More informationSERVICE QUALITY PERCEPTIONS IN FAST-FOOD RESTAURANTS IN CHINA
SERVICE QUALITY PERCEPTIONS IN FAST-FOOD RESTAURANTS IN CHINA Hong Qin, University of North Texas, P.O. Box 305249, Denton, TX 76201, USA Email: Hong.Qin@unt.edu; Tel: 940-565-3174 ABSTRACT As a result
More informationDr. G. VIGNESH 1 B.SANTHOSH KUMAR 2
FACILITATING FACTOR AND CONSTRAINING FACTOR OF HUMAN RESOURCE MANAGEMENT IN SERVICE INDUSTRIES Dr. G. VIGNESH 1 B.SANTHOSH KUMAR 2 1 Head PG Department of International Business, NGM College Pollachi.
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 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 informationA Study on Customers' Perception on Services Provided by Banks in the City of Ahmedabad
Pacific Business Review International Volume 5 Issue 5 (November 2012) 109 A Study on Customers' Perception on Services Provided by Banks in the City of Ahmedabad Introduction Financial system of an economy
More informationMeasuring Quality of Services (QoS) on the Basis of Customer Satisfaction of Banks in Bangladesh
Journal of Business Studies, Vol. XXXV, No. 1, April 2014 Measuring Quality of Services (QoS) on the Basis of Customer Satisfaction of Banks in Bangladesh Ashis Talukder * Nidia Nujhat ** Abstract: Quality
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 informationINTERNATIONAL JOURNAL OF MANAGEMENT RESEARCH AND REVIEW
INTERNATIONAL JOURNAL OF MANAGEMENT RESEARCH AND REVIEW A STUDY ON IMPACT OF ADVERTISEMENT ON HEALTHCARE PRODUCTS WITH REFERENCE TO SUGAR FREE NATURA J. Lilly* 1, C.Kavitha 2 1 Asst. Prof, Department of
More informationA STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE NEWS READERS (WITH SPECIAL REFERENCE TO POLLACHI TALUK)
A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE NEWS READERS (WITH SPECIAL REFERENCE TO POLLACHI TALUK) R.KEERTHANA 1 S.SARANYA 1 Student of PG Department of Commerce with International Business, NGM College
More informationSSRG International Journal of Economics and Management Studies (SSRG-IJEMS) volume4 issue4 April 2017
Job Satisfaction among HDFC Bank Employees: - A Case Study of Srinagar City Dr Ajaz Ahmad Mir Assistant Professor Department of Commerce Islamai College Srinagar (J & K) 190002 Abstract In this highly
More informationInternational Journal of Multidisciplinary Research and Modern Education (IJMRME) Impact Factor: 6.725, ISSN (Online):
Impact Factor: 6.725, ISSN (Online): 2454 6119 FACTORS INFLUENCING BUYING BEHAVIOUR OF RURAL AND URBAN CONSUMERS OF SELECT PERSONAL HYGIENE PRODUCTS IN COIMBATORE REGION, TAMILNADU Dr. K. Ramamurthi* &
More informationService Quality of Automated Teller Machine and Customer Satisfaction: A Case Study of State Bank of India, Patna (Bihar)
DOI : 10.18843/ijms/v5i4(5)/04 DOIURL :http://dx.doi.org/10.18843/ijms/v5i4(5)/04 Service Quality of Automated Teller Machine and Customer Satisfaction: A Case Study of State Bank of India, Patna (Bihar)
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 informationService Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing
Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing Dr. Ajmer Singh Faculty in Marketing, Kurukshetra University Regional Centre Jind, Haryana, India E-mail:
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 informationA Study On Employee Empowerment With Reference To Seshasayee Paper And Boards Ltd., Erode.
IOSR Journal of Business and Management (IOSR-JBM) e-issn : 2278-487X, p-issn : 2319-7668, PP 08-12 www.iosrjournals.org A Study On Employee Empowerment With Reference To Seshasayee Paper And Boards Ltd.,
More informationAN ANALYTICAL STUDY ON CONSUMERS AWARENESS TOWARDS GREEN FAST MOVING CONSUMER GOODS IN COIMBATORE DISTRICT
AN ANALYTICAL STUDY ON CONSUMERS AWARENESS TOWARDS GREEN FAST MOVING CONSUMER GOODS IN COIMBATORE DISTRICT Dr. M. Anbukarasi, Assistant Professor, Department of Commerce, Bharathiar University, Coimbatore,
More informationSubramani Krishnamurthi 1, Franklin John Selvaraj 2 1 Assistant Professor, School of Management Studies, Bannari Amman Institute of Technology,
(Volume2, Issue2) Available online at: www.ijarnd.com Factors Influencing Customer Loyalty on After- Sales Service among Selected Car Segments Subramani Krishnamurthi 1, Franklin John Selvaraj 2 1 Assistant
More informationCustomers' Perspective towards Customer Relationship Management with reference to Service Quality: A Study of Indian Public and Private Sector Banks
Customers' Perspective towards Customer Relationship Management with reference to Service Quality: A Study of Indian Public and Private Sector Banks Manjari Mishra 1 1 (Professor, RIMT-IMCT, Mandi Gobindgarh,
More informationSERVICE QUALITY DIMENSIONS AND BEHAVIOURAL INTENTIONS OF RELIANCE FRESH
42 SERVICE QUALITY DIMENSIONS AND BEHAVIOURAL INTENTIONS OF RELIANCE FRESH DR. RAJKUMAR*; MISS PRIYANKA** Associate Professor in IMSAR (MDU) Assistant Professor in BLS (GGSIPU) Nowadays all the companies
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 informationGap Analysis in Service Quality through SERVQUAL Model: A Study in Private Bank, Pune City
IMR (Indira Management Review) Gap Analysis in Service Quality through SERVQUAL Model: A Study in Private Bank, Pune City Dr. Shubhada Marathe MES Institute of Management and Career Courses, Pune Abstract:
More informationCUSTOMER DEMOGRAPHIC CHARACTERISTICS AN ASSESSMENT REPORT ON TRAVEL AGENTS IN PUNJAB
Journal of Management (JOM) Volume 4, Issue 2, July December 2017, pp. 87 91, Article ID: JOM_04_02_010 Available online at http://www.iaeme.com/jom/issues.asp?jtype=jom&vtype=4&itype=2 Journal Impact
More informationCustomers perception about value added services rendered by banks
Vol. 7(29), pp. 2845-2851, 7 August, 2013 DOI: 10.5897/AJBM2013.7084 ISSN 1993-8233 2013 Academic Journals http://www.academicjournals.org/ajbm African Journal of Business Management Full Length Research
More information[Rajeswari, 4(9) September, 2017] ISSN: IMPACT FACTOR
A STUDY ONCUSTOMER SATISFACTION TOWARDS RELIANCE JIO, RANIPET Mrs. P. Rajeswari *1 & S. Hepsibah 2 *1 M.B.A., M.Phil, Assistant Professor, DKM College for Women, Vellore. 2 M.Phil Scholar, Management studies,
More informationA study on customer satisfaction of a selected branded two wheelers in south Coimbatore
Volume :2, Issue :4, 260-264 April 2015 www.allsubjectjournal.com e-issn: 2349-4182 p-issn: 2349-5979 Impact Factor: 3.762 D.Vijayalakshmi M.Com, M.Phil. Mba, Pgdca Ph.D, Assisstant Professor Department
More informationReview of Literature:
CUSTOMERS SATISFACTION TOWARDS ONLINE SHOPPING IN POLLACHI TALUK K. Jayaprakash*, Dr. B. Mythili** & K. Ganeshkumar*** * Assistant Professor, Department of Commerce (CA), Sree Saraswathi Thyagaraja College,
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 informationCustomer Satisfaction of E-Banking Services In Public Sector Banks, Chennai
Customer Satisfaction of E-Banking Services In Public Sector Banks, Chennai A.Devi Research Scholar, Bharathiar University, Coimbatore & Dr.G.P.Raman Research Guide and Supervisor, Bharathiar University
More informationInternational Journal of Management (IJM), ISSN (Print), ISSN (Online), Volume 4, Issue 6, November - December (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. 92-98 IAEME: www.iaeme.com/ijm.asp
More informationMeasurement of Service Quality using SERVQUAL model in a Mining Environment
Measurement of Service Quality using SERVQUAL model in a Mining Environment A.K. Garg, R. Alvapillai, I. B. Mathsediso ajay.garg@mopipi.ub.bw Abstract: This study applied the reformed service quality model
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 informationYasmeen Fahmeeda; International Journal of Advance Research, Ideas and Innovations in Technology
ISSN: 2454-132X Impact factor: 4.295 (Volume 4, Issue 6) Available online at: www.ijariit.com Organic farming An excellent transition an analysis of the farmers perception and its impact on attitude towards
More informationEMPLOYEE-MANAGER FIT ON THE DIMENSION OF CUSTOMER SERVICE CLIMATE AND EMPLOYEE OUTCOMES
EMPLOYEE-MANAGER FIT ON THE DIMENSION OF CUSTOMER SERVICE CLIMATE AND EMPLOYEE OUTCOMES Kim K. McKeage, School Of Business, Quinnipac University, Hamden CT 06518 Cheryl L. Adkins, College of Business and
More informationSTUDY OF CUSTOMER SATISFACTION WITH SERVICE QUALITY OF PUBLIC SECTOR BANKS OF INDIA USING SERVQUAL MODEL
STUDY OF CUSTOMER SATISFACTION WITH SERVICE QUALITY OF PUBLIC Dr (Mrs.) Meenu Kumar* SECTOR BANKS OF INDIA USING SERVQUAL MODEL Abstract: Customer satisfaction is one of the major concern for all business
More informationChapter 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 informationA STUDY ON CONSUMER AWARENESS AND DETERMINANTS OF ONLINE SHOPPING Dr. R. Kavitha* 1. TamilNadu, India.
ISSN: 29-7196 IJMRR/Aug 15/ Volume 5/Issue /Article -6/636-6 Dr. R. Kavitha et. al., / International Journal of Management Research & Review A STUDY ON CONSUMER AWARENESS AND DETERMINANTS OF ONLINE SHOPPING
More information