CUSTOMER DEMOGRAPHIC CHARACTERISTICS AN ASSESSMENT REPORT ON TRAVEL AGENTS IN PUNJAB

Size: px
Start display at page:

Download "CUSTOMER DEMOGRAPHIC CHARACTERISTICS AN ASSESSMENT REPORT ON TRAVEL AGENTS IN PUNJAB"

Transcription

1 Journal of Management (JOM) Volume 4, Issue 2, July December 2017, pp , Article ID: JOM_04_02_010 Available online at Journal Impact Factor (2016): (Calculated by GISI) ISSN Print: and ISSN Online: IAEME Publication CUSTOMER DEMOGRAPHIC CHARACTERISTICS AN ASSESSMENT REPORT ON TRAVEL AGENTS IN PUNJAB Raju Rosha Research Scholar, I.K. Gujral Punjab Technical University Jalandhar, Punjab, India Dr. Navdeep Kaur Associate Professor, Department of Business Administration, Guru Nanak Dev Engineering College (GNDEC) Ludhiana, India ABSTRACT The purpose of the study is to assess the service quality of the travel agents in Punjab based on the differences in demographical characteristics of the customers. A modified SERVQUAL scale was used to measure the perceptions of the customers towards service provided by travel agents in Punjab. Data were collected from 1000 customers by using self administered questionnaire. Both descriptive and inferential statistics analysis were conducted for interpretation of the results. Hypothesis were formulated and tested by using Kruskal Wallis Test with the help of IBM SPSS 20 software. The results indicate that tourist perceptions vary across different demographic variables. The finding can be used to improve the service quality of the travel agents in Punjab. Key words: Punjab, Demographic, SERVQUAL, travel agents. Cite this Article: Raju Rosha and Dr. Navdeep Kaur. Customer Demographic Characteristics An Assessment Report on Travel Agents in Punjab. Journal of Management, 4(2), 2017, pp INTRODUCTION In Punjab, travel agents are one of the most important service sectors generating more than Rs. 200 crores of the business. Travel agent sector generates maximum employment opportunities in Punjab. Even the foreign exchange earnings in this sector are growing at the rate of 21% per annum. Punjab state tourism policy was formulated and implemented in 1999 (Bhardwaj, 2002). Industry status to the Punjab tourism sector was given in ninth five year plan ( ). The policy emphasizes on the development of destinations and service providers in Punjab. Present study examines the impact and to assess the service quality of the travel agents in Punjab based on the differences in demographical characteristics of the 87 editor@iaeme.com

2 Raju Rosha and Dr. Navdeep Kaur customers. This research study provided an important theoretical structure to the travel agents in formulating the strategies related to the different demographic variables of the customers for evaluating the services provided by the travel agents in Punjab. 2. REVIEW OF LITERATURE (Min & Khoon, 2013) considered demographic aspects of the service quality and found out that demographic factors can influence the perceptions and expectations of the customers. (Jager et al., 2015) investigated and suggested that consumer decision making process is influenced by socio demographic factors. Significant relationships were found in income level and race of the customer with observed perception of the service quality. (Borgoni, 2002) shown that travel patters differ depending upon income, age and gender of the customers. (Gjonca & Calderwood, 2004) presented outcomes at both individual and group level, how decision making process changes in life cycle of the customers with respect to different socio demographic variables such as marital status, household composition and education level. (Lötter, 2012) states that potential buying power differs with geographic area with high income level and results were later verified by applying different statistical tools. (Beerli & Martín, 2004) analyzing the relationship between age, income and marital status. Stimuli influencing construct was formed to measure the perceptions of customers with respect to these demographic variables. Income and education level of the customer (Krishnamurthy, Raja, & s, 2010) play an important role in predicting consumer behaviour in service sector. Even school aged children able to notice differences in observed perception towards services. Marketers must aware of demographic composition of the customers, then only they can predict and forecast future behaviour intensions. Travel marketers should target their customers according to useful basses of segmentations. (Kouthouris, Alexandris, & Kouthouris, 2005) revealed the theoretical relevance for service quality with respect to age and income. For implementations of better marketing communications, demographic profiles must be studied in parallel to segmentations and targeting strategies. Travel agents must target those who are most profitable among the cluster. 3. RESEARCH METHODOLOGY The 21 item modified SERVQUAL (Parasuraman, Zeithaml, & Berry, 1985) was used to measure the perceptions of the customers with respect to different demographic variables like age, education level, occupation and income of the customer. All measures were reliable (Cronbach, 1951). A non probability sampling technique was used in this research study. Total of 1000 conveniently selected customers of travel agents from different cities of Punjab were requested to participate and fill the well structured questionnaire available in travel agent office. Kruskal Wallis Test with the help of IBM SPSS 20 software was used to analyse the valid responses collected by the primary data collection method. 4. OBJECTIVE AND HYPOTHESIS OF THE RESEARCH The main objective was to assess the service quality of the travel agents in Punjab based on the differences in demographical characteristics of the customers. Accordingly, the hypotheses were: H1 0 : the service quality of travel agents in Punjab does not vary due to differences in age of the customers. H2 0 : the service quality of travel agents in Punjab does not vary due to differences in education of the customers editor@iaeme.com

3 Customer Demographic Characteristics An Assessment Report on Travel Agents in Punjab H3 0 : the service quality of travel agents in Punjab does not vary due to differences in occupation of the customers. H4 0 : the service quality of travel agents in Punjab does not vary due to differences in income of the customers. 5. RESULTS AND FINDINGS This part of the research presents the results for hypothesis H1 0 to H4 0 in order to achieve research objective. Table 1 Testing the differences in service quality in terms of age group Chi-Square Asymp. Sig H1 0 Accepted Rejected Accepted Accepted Rejected b. Grouping Variable: Age Of The Respondent To investigate the age differences in the perceptions of the customers, Kruskal Wallis test was conducted as shown in table 1, the results presented in the table depicted that hypothesis H1 0 was rejected in case of assurance and responsiveness service quality dimension as p value is less than the statistical significant level It was revealed that the service quality of travel agents in Punjab does vary due to differences in age of the customers in case of assurance and responsiveness service quality dimensions. Table 2 Testing the differences in service quality in terms of education level Chi-Square df Asymp. Sig H2 0 Rejected Accepted Rejected Accepted Rejected b. Grouping Variable: Education Level Of The Respondent Kruskal Wallis test was performed on the data collected from travel agents customers from different education level. The results of the test are presented in table number 2. If the Sig. value is less than or equal to (with 95% confidence interval), we reject the null hypothesis H2 0. Significant differences were found in case of observed reliability, tangibles and responsiveness service quality dimensions and H2 0 was rejected in these three components of service quality. It was revealed that the service quality of travel agents in Punjab does vary due to differences in education level of the customers in case of reliability, tangibles and responsiveness service quality dimensions. Table 3 Testing the differences in service quality in terms of occupation level Chi-Square Asymp. Sig H3 0 Rejected Accepted Rejected Accepted Rejected b. Grouping Variable: Occupation Of The Respondent 89 editor@iaeme.com

4 Raju Rosha and Dr. Navdeep Kaur As shown in table number 3, results of hypothesis testing H3 0 confirmed that the p vales for the assurance and empathy service quality dimensions were greater than and hypothesis cannot be rejected. Based on this results service quality of travel agents in Punjab does vary due to differences in occupation level of the customers in case of reliability, tangibles and responsiveness service quality dimensions. Table 4 Testing the differences in service quality in terms of income level Chi-Square Asymp. Sig H4 0 Accepted Accepted Accepted Accepted Rejected b. Grouping Variable: Monthly Income (In Thousands) Again Kruskal Wallis test was performed on the semantic differential scale ratings of the customers from different income group from Punjab. The results of the SPSS output matrix were shown in table number 4. The p values of all the components of the service quality were greater than 0.05 but responsiveness. H4 0 cannot be rejected for reliability, assurance, tangibles and empathy dimensions of the service quality. Based on above results service quality of travel agents in Punjab does vary due to differences in income level of the customers in case of responsiveness service quality dimensions only. 6. MANAGERIAL IMPLICATIONS The research study confirmed the significant variation in observed perceptions of the customers towards travel agents in Punjab. Research study provides better understanding of the service quality of the travel agents in terms of their demographical characteristics. Results regarding the relationship differences of perceptions with age, education level, occupation and income level of the customers helps the marketers for strategies formations with respect to different consumer groups. Travel agents in Punjab should focus on all the RATER service quality dimensions to improve the service quality and retain good profits. 7. LIMITATIONS OF THE RESEARCH In Current research study only five service quality dimensions were used, there may be other service quality dimensions that could also be considered in further empirical research studies. In future other variables like satisfaction, loyalty, culture etc can be taken into consideration. Data collection was limited to few cities of Punjab only which may restrict the generalizations of the research results. REFERENCES [1] Beerli, A., & Martín, J. D. (2004). Factors influencing destination image. Annals of Tourism Research, 31(3), [2] Bhardwaj, S. (2002). Chapter-4 Tourism Status in Punjab : Survey and Findings, [3] Borgoni, R. (2002). to explain private car use patterns? How important are household demographic characteristics to explain private car use patterns? A multilevel approach to Austrian data, 49(0), [4] Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), editor@iaeme.com

5 Customer Demographic Characteristics An Assessment Report on Travel Agents in Punjab [5] Gjonca, E., & Calderwood, L. (2004). Socio-demographic characteristics. Health, Wealth and Lifestyles of the Older Population in England: The 2002 English Longitudinal Study Of Ageing, [6] Jager, K. De, Africa, S., Management, E., Sciences, M., Africa, S., Town, C., & Africa, S. (2015). Socio-demographic variables relationships in choosing between travel agencies and the Internet for leisure travel arrangements : the case of South Africa, 4(2), [7] Kouthouris, C., Alexandris, K., & Kouthouris, C. (2005). Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting. Journal of Sport Tourism, 10(2), [8] Krishnamurthy, R., Raja, K. B., & s, A. K. (2010). Influence of Service Quality on Banking Customers Behavioural Intentions. International Journal of Economics and Finance, 2(4), 18. [9] Lötter, M. J. (2012). Demographic Profile of Adventure Tourists in Pretoria. Global Journal of Business Research, 6(4), Retrieved from [10] Min, S., & Khoon, C. C. (2013). Demographic Factors in the Evaluation of Service Quality in Higher Education: International Students Perspective. International Review of Management and Business Research, 2(4), [11] Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), [12] Dr. V. Balaji a nd S. Venkatesan. A Study on Religious Tourism Service Quality in Navagraha Temples, Erstwhile Tanjore District, International Journal of Management, 6(10), 2015, pp [13] R. Khader Mohideen and S. Abdul Rajak. A Study on The Determinants of Service Quality In Airline Sector At Tiruchirappalli Airport, 7 (2), 2016, pp [14] Nur Hayati and Desi Novitasari, An Analysis of Tour ism Service Quality Toward Customer Satisfaction (Study on Tour ists in Indonesia Travel Destinations to Bali). International Journal of Marketing and Human Resource Management, 8(2), 2017, pp [15] Dr. V. Balaji and S. Venkatesan. A Study on Religious Tourism Service Quality in Navagraha Temples, Erstwhile Tanjore District, International Journal of Management, 6(10), 2015, pp editor@iaeme.com

Relationship between RATER Service Quality Dimensions and Customer Satisfaction Study on Travel agents in Punjab

Relationship between RATER Service Quality Dimensions and Customer Satisfaction Study on Travel agents in Punjab DOI : 10.18843/rwjasc/v9i1/19 DOI URL : http://dx.doi.org/10.18843/rwjasc/v9i1/19 Relationship between RATER Service Quality Dimensions and Customer Satisfaction Study on Travel agents in Punjab Raju Rosha,

More information

A 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 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 information

AN 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 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 information

Investigating Television News Service Quality Dimensions: A Factor Analysis Approach

Investigating 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 information

AN ANALYSIS OF TOURISM SERVICE QUALITY TOWARD CUSTOMER SATISFACTION (STUDY ON TOURISTS IN INDONESIA TRAVEL DESTINATIONS TO BALI)

AN ANALYSIS OF TOURISM SERVICE QUALITY TOWARD CUSTOMER SATISFACTION (STUDY ON TOURISTS IN INDONESIA TRAVEL DESTINATIONS TO BALI) International Journal of Marketing and Human Resource Management (IJMHRM) Volume 8, Issue 2, April June 2017, pp. 09 20, Article ID: IJMHRM_08_02_002 Available online at http://www.iaeme.com/ijmhrm/issues.asp?jtype=

More information

AN EVALUATION OF SERVICE QUALITY AND CUSTOMER S SATISFACTION OF GENERAL INSURANCE COMPANIES IN SURAT CITY: A STUDY BASED ON SERVQUAL GAP MODEL

AN 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 information

Chapter 3. RESEARCH METHODOLOGY

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

More information

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

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

More information

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 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 information

An Empirical Study on Effectiveness of Marketing Mix Elements on Satisfaction of Tourists

An Empirical Study on Effectiveness of Marketing Mix Elements on Satisfaction of Tourists An Empirical Study on Effectiveness of Marketing Mix Elements on Satisfaction of Tourists Ms. Esha Jain 1 Dr. Manish Madan 2 1, School of Management, G. D. Goenka University, Haryana) 2 ( Rukmini Devi

More information

Service Quality and Consumer Behavior on Metered Taxi Services

Service 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 information

STATISTICAL ANALYSIS ON CONSUMER S PERCEPTION TOWARDS CONSUMPTION OF GREEN PRODUCTS WITH SPECIAL REFERENCE TO CHENNAI CITY

STATISTICAL 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 information

Customer 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 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 information

Saudi Journal of Business and Management Studies. DOI: /sjbms ISSN (Print)

Saudi Journal of Business and Management Studies. DOI: /sjbms ISSN (Print) DOI: 10.21276/sjbms.2016.1.3.11 Saudi Journal of Business and Management Studies Scholars Middle East Publishers Dubai, United Arab Emirates Website: http://scholarsmepub.com/ ISSN 2415-6663 (Print) ISSN

More information

A STUDY ON RELIGIOUS TOURISM SERVICE QUALITY IN NAVAGRAHA TEMPLES, ERSTWHILE TANJORE DISTRICT

A STUDY ON RELIGIOUS TOURISM SERVICE QUALITY IN NAVAGRAHA TEMPLES, ERSTWHILE TANJORE DISTRICT International Journal of Management (IJM) Volume 6, Issue 10, Oct 2015, pp. 171-178, Article ID: IJM_06_10_019 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=6&itype=10 ISSN Print:

More information

CUSTOMER PERCEPTION ON SERVICE QUALITY IN CONNEXIONS A RETAIL SHOPPING MALL AT SALEM DISTRICT IN TAMILNADU AN EMPIRICAL STUDY

CUSTOMER PERCEPTION ON SERVICE QUALITY IN CONNEXIONS A RETAIL SHOPPING MALL AT SALEM DISTRICT IN TAMILNADU AN EMPIRICAL STUDY 208 CUSTOMER PERCEPTION ON SERVICE QUALITY IN CONNEXIONS A RETAIL SHOPPING MALL AT SALEM DISTRICT IN TAMILNADU AN EMPIRICAL STUDY ABSTRACT S. VIJAY ANAND*; DR. M. SELVARAJ** *Research Scholar, Coimbatore

More information

CHAPTER 3 RESEARCH METHODOLOGY. This chapter describes the methodology of the study. The research hypotheses are first

CHAPTER 3 RESEARCH METHODOLOGY. This chapter describes the methodology of the study. The research hypotheses are first CHAPTER 3 RESEARCH METHODOLOGY 3.1 INTRODUCTION This chapter describes the methodology of the study. The research hypotheses are first presented, followed by the measurement of constructs, questionnaire

More information

HEALTH CARE A PARADOX OF SERVICE QUALITY IN. An empirical study in the city of Coimbatore NIET. Journal of Management.

HEALTH 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 information

IMPACT OF GREEN MARKETING ON CONSUMER BUYING BEHAVIOUR

IMPACT OF GREEN MARKETING ON CONSUMER BUYING BEHAVIOUR IMPACT OF GREEN MARKETING ON CONSUMER BUYING BEHAVIOUR MS. NEHAMAHAJAN Assistant Professor in Management, S.D.P College For Women, Ludhiana ABSTRACT Green marketing refers to the process of selling products

More information

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

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

More information

THE IMPACT OF DEMOGRAPHY ON PSYCHOLOGICAL CAPITAL: AN EMPIRICAL STUDY IN THE RETAIL SECTOR

THE IMPACT OF DEMOGRAPHY ON PSYCHOLOGICAL CAPITAL: AN EMPIRICAL STUDY IN THE RETAIL SECTOR International Journal of Management (IJM) Volume 10, Issue 1, January February 2018, pp.43 50, Article ID: IJM_10_01_008 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=10&itype=1

More information

Service Quality in Post Office Saving Banks

Service 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 information

IMPACT OF TELEVISION ADVERTISEMENT ON THE BUYING BEHAVIOUR OF FMCG CUSTOMERS IN COIMBATORE DISTRICT: A STUDY T VASUMATHI 1

IMPACT OF TELEVISION ADVERTISEMENT ON THE BUYING BEHAVIOUR OF FMCG CUSTOMERS IN COIMBATORE DISTRICT: A STUDY T VASUMATHI 1 IMPACT OF TELEVISION ADVERTISEMENT ON THE BUYING BEHAVIOUR OF FMCG CUSTOMERS IN COIMBATORE DISTRICT: A STUDY T VASUMATHI 1 ABSTRACT Dr P B BANUDEVI 2 Television advertisement is considered one of the most

More information

SERVICE QUALITY OF COMMERCIAL BANKS IN SIVAKASI WITH SPECIAL REFERNCE TO E-BANKING SERVICES

SERVICE QUALITY OF COMMERCIAL BANKS IN SIVAKASI WITH SPECIAL REFERNCE TO E-BANKING SERVICES SERVICE QUALITY OF COMMERCIAL BANKS IN SIVAKASI WITH SPECIAL REFERNCE TO E-BANKING SERVICES M.Rifaya Meera 1., P.Vishwanath 2., R.Padmaja 3., 1 Assistant Professor, Department of Commerce, Ayya Nadar Janaki

More information

A STUDY ON THE AWARENESS LEVEL AMONG CONSUMERS TOWARDS ENVIRONMENT FRIENDLY CARS WITH REFERENCE TO INDORE

A STUDY ON THE AWARENESS LEVEL AMONG CONSUMERS TOWARDS ENVIRONMENT FRIENDLY CARS WITH REFERENCE TO INDORE International Journal of Management (IJM) Volume 10, Issue 1, January February 2019, pp. 7-13, Article ID: IJM_10_01_002 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=10&itype=1

More information

Market Segmentation to Mobile Banking Service

Market Segmentation to Mobile Banking Service Market Segmentation to Mobile Banking Service 1 Liang Chih-Chin, 2 Chung-Wen Yang, 3 Pei-Ching Wu, 4 Chu-Fen Li 1, National Formosa University chihchin@nfu.edu.tw *2Corresponding Author Cheng Shiu University

More information

Service Quality Measurement in Croatian Banking Sector: Application of SERVQUAL Model

Service 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 information

STUDY 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 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 information

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

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

More information

APPLICATION 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 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 information

Service Assurance Perception and Customer Demography: Empirical Study of State Bank of India

Service Assurance Perception and Customer Demography: Empirical Study of State Bank of India Global Journal of Management and Business Studies. ISSN 2248-9878 Volume 3, Number 7 (2013), pp. 689-694 Research India Publications http://www.ripublication.com/gjmbs.htm Service Assurance Perception

More information

A Study of Consumer Behavior of Online Shoppers towards e-stores with Especial Reference to Pune. * Dr. S.G. Walke

A Study of Consumer Behavior of Online Shoppers towards e-stores with Especial Reference to Pune. * Dr. S.G. Walke A Study of Consumer Behavior of Online Shoppers towards e-stores with Especial Reference to Pune Abstract: * Dr. S.G. Walke * S.N.G. Institute of Management and Research, Pune Everybody is now accustomed

More information

Factors Influencing Chinese Tourists to Travel to Thailand

Factors Influencing Chinese Tourists to Travel to Thailand ISBN 978-93-84468-94-1 International Conference on Education, Business and Management (ICEBM-2017) Bali (Indonesia) Jan. 8-9, 2017 Factors Influencing Chinese Tourists to Travel to Thailand Dr. Watchara

More information

Degree of Islamic culture adoption in Malaysian SME hospitality industries

Degree of Islamic culture adoption in Malaysian SME hospitality industries Current Issues in Tourism ISSN: 1368-3500 (Print) 1747-7603 (Online) Journal homepage: http://www.tandfonline.com/loi/rcit20 Degree of Islamic culture adoption in Malaysian SME hospitality industries Rusnah

More information

A STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY

A STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY A STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY Dr. V. SENTHILKUMAR Associate Professor, Department of Commerce, Vivekanandha College of Arts and Sciences

More information

The Effect of Service Quality on Word-of-Mouth in Hotel Industry: The Mediating Role of Overall Satisfaction

The Effect of Service Quality on Word-of-Mouth in Hotel Industry: The Mediating Role of Overall Satisfaction The Effect of Service Quality on Word-of-Mouth in Hotel Industry: The Mediating Role of Overall Satisfaction NIMIT SOONSAN, Faculty of Management Science, Phuket Rajabhat University, Thailand. E-mail:

More information

Asian Journal of Multidisciplinary Studies

Asian Journal of Multidisciplinary Studies Asian Journal of Multidisciplinary Studies Volume 2, Issue 11, November 2014 ISSN: 2321-8819 (Online) 2348-7186 (Print) Impact Factor: 0.923 A study of Service Quality, Customer Satisfaction and of Customers

More information

AN EMPIRICAL STUDY ON SERVICE QUALITY DESTINATION DIMENSIONS AND ITS IMPACT ON SATISFACTION OF TOURISTS

AN EMPIRICAL STUDY ON SERVICE QUALITY DESTINATION DIMENSIONS AND ITS IMPACT ON SATISFACTION OF TOURISTS AN EMPIRICAL STUDY ON SERVICE QUALITY DESTINATION DIMENSIONS AND ITS IMPACT ON SATISFACTION OF TOURISTS Ms. Esha Jain 1, Dr. Manish Madan 2 1 Assistant Professor, School of Management, G. D. Goenka University,

More information

A STUDY ON CONSUMER LOYALTY PERCEPTION FOR E-TAILING SERVICES FOR ELECTRONICS GOODS (The research was conducted in between )

A STUDY ON CONSUMER LOYALTY PERCEPTION FOR E-TAILING SERVICES FOR ELECTRONICS GOODS (The research was conducted in between ) A STUDY ON CONSUMER LOYALTY PERCEPTION FOR E-TAILING SERVICES FOR ELECTRONICS GOODS (The research was conducted in between 2014-2016) PROF. BISWAJIT ROY Assistant Professor, Future Business School, Kolkata

More information

Determination of Service Quality Factors of Private Commercial Banks in Bangladesh

Determination 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 information

A STUDY ON COMPENSATION BENEFITS IN DAIRY INDUSTRY: WITH REFERENCE TO SELECTED DAIRY UNITS IN ANDHRA PRADESH: A COMPARATIVE STUDY

A STUDY ON COMPENSATION BENEFITS IN DAIRY INDUSTRY: WITH REFERENCE TO SELECTED DAIRY UNITS IN ANDHRA PRADESH: A COMPARATIVE STUDY Journal of Management (JOM) Volume 5, Issue 4, July August 2018, pp. 101 111, Article ID: JOM_05_04_012 Available online at http://www.iaeme.com/jom/issues.asp?jtype=jom&vtype=5&itype=4 Journal Impact

More information

Shanlax International Journal of Economics

Shanlax 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 information

An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS)

An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS) International Conference on Education, Management and Computing Technology (ICEMCT 2015) An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS) YU LIU International Business

More information

FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS SERVICE RENDERED BY ORGANISED FOOD & GROCERY OUTLETS

FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS SERVICE RENDERED BY ORGANISED FOOD & GROCERY OUTLETS FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS SERVICE RENDERED BY ORGANISED FOOD & GROCERY OUTLETS Dr.D.Padma Head Department of B.Com (ABA) Sree Saraswathi Thyagaraja College, Pollachi (TK) Coimbatore

More information

A STUDY ON QUALITY OF WORK LIFE OF EMPLOYEES IN SALZER ELECTRONIC PRIVATE LIMITED, COIMBATORE

A STUDY ON QUALITY OF WORK LIFE OF EMPLOYEES IN SALZER ELECTRONIC PRIVATE LIMITED, COIMBATORE Journal of Management (JOM) Volume 5, Issue 6, November-December 2018, pp. 116 115, Article ID: JOM_05_06_017 Available online at http://www.iaeme.com/jom/issues.asp?jtype=jom&vtype=5&itype=6 ISSN Print:

More information

A COMPARATIVE ANALYSIS ON THE SERVICE QUALITY PERCEPTIONS OF PHILIPPINE COMMERCIAL BANKS

A 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 information

LABOUR WELFARE MEASURES AND ITS INFLUENCE ON THE SOCIO ECONOMIC CONDITIONS OF LABOURERS

LABOUR WELFARE MEASURES AND ITS INFLUENCE ON THE SOCIO ECONOMIC CONDITIONS OF LABOURERS Journal of Management (JOM) Volume 5, Issue 4, July Aug 2018, pp. 363 368, Article ID: JOM_05_04_037 Available online at http://www.iaeme.com/jom/issues.asp?jtype=jom&vtype=5&itype=4 Journal Impact Factor

More information

Key words: Beautification, Market segments, Targets, Service providers, Service consumption.

Key words: Beautification, Market segments, Targets, Service providers, Service consumption. Volume 119 No. 17 2018, 2209-2217 ISSN: 1314-3395 (on-line version) url: http://www.acadpubl.eu/hub/ http://www.acadpubl.eu/hub/ BEAUTIFICATION: A EMPIRICAL STUDY ON MARKET SEGMENTS AND TARGET GROUPS 1

More information

Ahila. D M.Phil Scholar, Department of Commerce, Sree Saraswathi Thyagaraja College, Pollachi, Tamil Nadu, India.

Ahila. 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 information

A Study on Consumer Preference and Satisfaction towards Sedan Cars in Coimbatore City

A Study on Consumer Preference and Satisfaction towards Sedan Cars in Coimbatore City A Study on Consumer Preference and Satisfaction towards Sedan Cars in Coimbatore City Dr. N.Yesodha Devi Principal PSGR Krishnammal College for Women Peelamedu, Coimbatore 4 Mrs. C.Gomathy Head of the

More information

IMPACT OF PROMOTION MIX STRATEGIES ON CONSUMER PURCHASE INTENTION TOWARDS LIFE INSURANCE

IMPACT OF PROMOTION MIX STRATEGIES ON CONSUMER PURCHASE INTENTION TOWARDS LIFE INSURANCE Scholarly Research Journal for Interdisciplinary Studies, Online ISSN 2278-8808, SJIF 2016 = 6.17, www.srjis.com UGC Approved Sr. No.45269, JULY-AUG 2017, VOL- 4/35 IMPACT OF PROMOTION MIX STRATEGIES ON

More information

Consumers Online Shopping Behaviour with Special Reference to Erode District

Consumers Online Shopping Behaviour with Special Reference to Erode District 77 Consumers Behaviour with Special Reference to Erode District Dr. G. Thamizhchelvan, Assistant Professor, PG & Research Dept of Commerce (CA), Periyar Govt. Arts College, Cuddallore Dr. M. Lalitha, Assistant

More information

The relationship between the qualities of services (SERVQUAL method) with pool customers satisfaction of Ardebil

The relationship between the qualities of services (SERVQUAL method) with pool customers satisfaction of Ardebil Bulletin of Environment, Pharmacology and Life Sciences Bull. Env. Pharmacol. Life Sci., Vol 3 (Spl issue II) 2014: 258-262 2014 Academy for Environment and Life Sciences, India Online ISSN 2277-1808 Journal

More information

International Journal of Management (IJM), ISSN (Print), ISSN (Online), Volume 2, Issue 2, May- July (2011), pp.

International 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 information

E GOVERNMENT SYSTEMS AND ITS IMPACT ON QUALITY OF SERVICE AT PUBLIC HOSPITALS IN AMMAN (FILED STUDY)

E GOVERNMENT SYSTEMS AND ITS IMPACT ON QUALITY OF SERVICE AT PUBLIC HOSPITALS IN AMMAN (FILED STUDY) International Journal of Management (IJM) Volume 7, Issue 6, September October 2016, pp.01 05, Article ID: IJM_07_06_001 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=7&itype=6

More information

The Relationship between Perceived Service Quality and Fishermen Satisfaction

The 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 information

A Study on Brand Loyalty in Retail Segment with special focus on Pantaloons

A Study on Brand Loyalty in Retail Segment with special focus on Pantaloons Volume 10 Issue 5, November 2017 A Study on Brand Loyalty in Retail Segment with special focus on Pantaloons Deepa Vyas Assistant Professor GLS University Ahmedabad Siddharajsinh D Parmar Student MBA-

More information

FACTORS INFLUENCING THE CONSUMERS TOWARDS BUYING MARUTI CARS IN THOOTHUKUDI DISTRICT

FACTORS INFLUENCING THE CONSUMERS TOWARDS BUYING MARUTI CARS IN THOOTHUKUDI DISTRICT Management FACTORS INFLUENCING THE CONSUMERS TOWARDS BUYING MARUTI CARS IN THOOTHUKUDI DISTRICT R.AnanthaLaxmi *1, A.Antony Selva Priya 2 *1, 2 Ph.D Research Scholars, PG and Research Department of Commerce,

More information

CHAPTER I INTRODUCTION. Tourism is one of the largest industries worldwide. This industry could give

CHAPTER I INTRODUCTION. Tourism is one of the largest industries worldwide. This industry could give CHAPTER I INTRODUCTION 1.1.Background Tourism is one of the largest industries worldwide. This industry could give multiplier effects in one country. For several countries, tourism has become the main

More information

ABSTRACT. Keywords: culture heritage, service quality, SERVQUAL, tourist satisfaction, future behavioral intentions

ABSTRACT. Keywords: culture heritage, service quality, SERVQUAL, tourist satisfaction, future behavioral intentions THE INFLUENCE OF SERVICE QUALITY AND TOURIST SATISFACTION ON FUTURE BEHAVIORAL INTENTIONS: THE CASE STUDY OF BOROBUDUR TEMPLE AS A UNESCO WORLD CULTURE HERITAGE DESTINATION Ivyanno Utama Canny School of

More information

A STUDY ON ACCESS AND USAGE OF ONLINE SHOPPING BY WOMEN IN COIMBATORE CITY

A STUDY ON ACCESS AND USAGE OF ONLINE SHOPPING BY WOMEN IN COIMBATORE CITY A STUDY ON ACCESS AND USAGE OF ONLINE SHOPPING BY WOMEN IN COIMBATORE CITY Dr D.VIJAYALAKSHMI 1 S.DEEPIKA 2 1 Assistant Professor, Department of B.Com (AM), PSGR Krishnammal College for Women, Peelamedu,

More information

FACTORS INFLUENCING CAREER DEVELOPMENT OF WOMEN EMPLOYEES IN IT INDUSTRY AN EMPIRICAL STUDY

FACTORS INFLUENCING CAREER DEVELOPMENT OF WOMEN EMPLOYEES IN IT INDUSTRY AN EMPIRICAL STUDY International Journal of Advanced Research in ISSN: 2278-626 Management and Social Sciences Impact Factor: 6.94 FACTORS INFLUENCING CAREER DEVELOPMENT OF WOMEN EMPLOYEES IN IT INDUSTRY AN EMPIRICAL STUDY

More information

IMPACT OF DEMOGRAPHICS ON SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY IN THE INDIAN BANKING IN VELLORE DISTRICT

IMPACT OF DEMOGRAPHICS ON SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY IN THE INDIAN BANKING IN VELLORE DISTRICT IMPACT OF DEMOGRAPHICS ON SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY IN THE INDIAN BANKING IN VELLORE DISTRICT D. SASIKALA ASSISTANT PROFESSOR, DEPARTMENT OF BUSINESS ADMINISTRATION, AUXILIUM COLLEGE

More information

The 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 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 information

A Study on Impact of Advertisement in Rural Marketing With Reference To Fast Moving Consumer Goods (FMCGs)

A Study on Impact of Advertisement in Rural Marketing With Reference To Fast Moving Consumer Goods (FMCGs) A Study on Impact of Advertisement in Rural Marketing With Reference To Fast Moving Consumer Goods (FMCGs) Dr.M.Ravichandran 1, V.Gopalakrishnan 2 1* Assistant Professor Management Studies, University

More information

A STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT

A STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT Volume 6, Issue 10 (October, 2017) UGC APPROVED Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON FACTORS THAT DRIVE SATISFACTION

More information

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

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

More information

International Journal of Multidisciplinary Research and Development. N.Elangovan, M.Gomatheeswaran

International Journal of Multidisciplinary Research and Development. N.Elangovan, M.Gomatheeswaran Volume :2, Issue :4, 595-601 April 2015 www.allsubjectjournal.com e-issn: 2349-4182 p-issn: 2349-5979 Impact Factor: 3.762 N.Elangovan Research Scholar School of Commerce CMS College of Science and Commerce

More information

AN EMPIRICAL STUDY ON CUSTOMER SERVICES OF SELECTED PRIVATE SECTOR BANKS WITH SPECIAL REFERENCE TO UDAIPUR CITY

AN EMPIRICAL STUDY ON CUSTOMER SERVICES OF SELECTED PRIVATE SECTOR BANKS WITH SPECIAL REFERENCE TO UDAIPUR CITY AN EMPIRICAL STUDY ON CUSTOMER SERVICES OF SELECTED PRIVATE SECTOR BANKS WITH SPECIAL REFERENCE TO UDAIPUR CITY Khushbu Agarwal 1 & Dr. Manju Baghmar 2 1 Research Scholar, UCCMS, MLSU, Udaipur, India Email:

More information

A Study in Tipping Culture in Taiwan s Travel Service Industry

A Study in Tipping Culture in Taiwan s Travel Service Industry A Study in Tipping Culture in Taiwan s Travel Service Industry Gao-Liang Wang Takming University of Science and Technology, Taiwan, ROC Chin-Tsai Lee Tung Chieh International Travel Service Company, Taiwan,

More information

IMPACT OF RETAILER BRAND EQUITY ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION IN SELECTED RETAIL OUTLETS IN BANGALORE CITY

IMPACT OF RETAILER BRAND EQUITY ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION IN SELECTED RETAIL OUTLETS IN BANGALORE CITY Journal of Management (JOM) Volume 5, Issue 5, September October 2018, pp. 23 31, Article ID: JOM_05_05_004 Available online at http://www.iaeme.com/jom/issues.asp?jtype=jom&vtype=5&itype=5 Journal Impact

More information

QUALITY OF WORK LIFE: A STUDY OF JAMMU UNIVERSITY TEACHERS

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

More information

Examining the Correlations of Hotel Service Quality with Tourists Satisfaction

Examining the Correlations of Hotel Service Quality with Tourists Satisfaction World Applied Sciences Journal 21 (12): 1816-1820, 2013 ISSN 1818-4952 IDOSI Publications, 2013 DOI: 10.5829/idosi.wasj.2013.21.12.657 Examining the Correlations of Hotel Service Quality with Tourists

More information

Analysis of Customer Satisfaction during Online Purchase

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

More information

CHAPTER 3 RESEARCH OBJECTIVES, RESEARCH HYPOTHESIS & RESEARCH METHODOLOGY

CHAPTER 3 RESEARCH OBJECTIVES, RESEARCH HYPOTHESIS & RESEARCH METHODOLOGY CHAPTER 3 RESEARCH OBJECTIVES, RESEARCH HYPOTHESIS & RESEARCH METHODOLOGY 3.1:Research Methodology: - Research Methodology is a systematic and scientific approach for acquiring information on a specific

More information

Customers Perception on Service Quality and Satisfaction Level in Historical Tourist Destinations: A Case of Eastern Zone of Tigray

Customers Perception on Service Quality and Satisfaction Level in Historical Tourist Destinations: A Case of Eastern Zone of Tigray International Journal of Managerial Studies and Research (IJMSR) Volume 6, Issue 1, January 2018, PP 49-55 ISSN 2349-0330 (Print) & ISSN 2349-0349 (Online) http://dx.doi.org/10.20431/2349-0349.0601007

More information

[Rajeswari, 4(9) September, 2017] ISSN: IMPACT FACTOR

[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 information

CHAPTER 4 RESEARCH METHODOLOGY

CHAPTER 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 information

Customer Service Quality and Satisfaction: A Comparative study of Public and Private sector Banks

Customer 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

SALES PROMOTIONS IMPACT ON PERCIEVED QUALITY AND BRAND LOYALTY:A STUDY ON ORGANISED RETAILERS WITH REFERNCE TO KURNOOL-A.P

SALES PROMOTIONS IMPACT ON PERCIEVED QUALITY AND BRAND LOYALTY:A STUDY ON ORGANISED RETAILERS WITH REFERNCE TO KURNOOL-A.P SALES PROMOTIONS IMPACT ON PERCIEVED QUALITY AND BRAND LOYALTY:A STUDY ON ORGANISED RETAILERS WITH REFERNCE TO KURNOOL-A.P Dr.Vijay Kumar Assistant Professor RGM College, Nandyal-A.P dr.vijaygadda@gmail.com

More information

Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model

Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model 2015, TextRoad Publication ISSN 2356-8852 Journal of Social Sciences and Humanity Studies www.textroad.com Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model Seyed Abdullah

More information

A Study about Impact of Customer Characteristics on Online Purchase Behavior in Indian Context

A Study about Impact of Customer Characteristics on Online Purchase Behavior in Indian Context American Journal of Economics and Business Administration Original Research Paper A Study about Impact of Customer Characteristics on Online Purchase Behavior in Indian Context Upasana Kanchan and Naveen

More information

International Journal of Current Trends in Engineering & Technology ISSN: Volume: 03, Issue: 06 (NOVEMBER -DECEMBER, 2017)

International 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 information

FACTORS EFFECTING CONSUMER PREFERENCES IN AIRLINE INDUSTRY

FACTORS EFFECTING CONSUMER PREFERENCES IN AIRLINE INDUSTRY FACTORS EFFECTING CONSUMER PREFERENCES IN AIRLINE INDUSTRY Yasir Ali Soomro PhD Scholar & Lecturer, Iqra University Business Administration Department, Main Campus, Karachi, Pakistan E-mail: yasir.soomro@hotmail.com

More information

Customers' 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 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 information

Author please check for any updations

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

More information

ScienceDirect. The role of innovation and perceived service quality in creating customer value: a study on employees of a call center establishment

ScienceDirect. The role of innovation and perceived service quality in creating customer value: a study on employees of a call center establishment Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Scienc es 99 ( 2013 ) 629 635 The role of innovation and perceived service quality in creating customer value: a

More information

APPENDIX 1 QUESTIONNAIRE

APPENDIX 1 QUESTIONNAIRE APPENDIX 1 QUESTIONNAIRE QUESTIONNAIRE A STUDY ON CONSUMER PERCEPTION WITH RESPECT TO DABUR HONEY A CASE STUDY ON DABUR INDIA LIMITED PART I (A) DEMOGRAPHIC BACKGROUND PART II (B) DABUR S MARKETING PART

More information

International Business & Economics Research Journal December 2009 Volume 8, Number 12

International Business & Economics Research Journal December 2009 Volume 8, Number 12 Service Quality And Its Impact On Customer Satisfaction: An Empirical Evidence From The Pakistani Banking Sector Hummayoun Naeem, Foundation University Institute of Engineering and Management, Pakistan

More information

Expectation, 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 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 information

Analysis of Public Satisfaction on Services Quality of Urban Local Authorities in Sri Lanka

Analysis of Public Satisfaction on Services Quality of Urban Local Authorities in Sri Lanka Analysis of Public Satisfaction on Services Quality of Urban Local Authorities in Sri Lanka H.M.L.P. Karunarathne (lakshikarunarathne@sjp.ac.lk) Lecturer (Probationary), W.H.T.Gunawardhana( terans@sjp.ac.lk)

More information

Factors Influence On Customer Satisfactions and E- Banking Services

Factors 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 information

CUSTOMER S PERCEPTION AND SATISFACTION TOWARDS SERVICES OF PUBLIC & PRIVATE SECTOR BANKS

CUSTOMER S PERCEPTION AND SATISFACTION TOWARDS SERVICES OF PUBLIC & PRIVATE SECTOR BANKS International Journal of Management (IJM) Volume 7, Issue 6, September October 2016, pp.77 88, Article ID: IJM_07_06_009 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=7&itype=6

More information

University Grants Commission, New Delhi Recognized Journal No ISSN: Print: ISSN: Online: X

University Grants Commission, New Delhi Recognized Journal No ISSN: Print: ISSN: Online: X Impact of E-service Quality Factors on Customer Satisfaction: A Study of Indian Online Tourism Industry Pooja Kumra Research Scholar, University School of Applied Management, Punjabi University, Patiala,

More information

IMPACT OF DEMOGRAPHIC VARIABLES ON SERVICE QUALITY DIMENSIONS OF MOBILE VALUE ADDED SERVICES

IMPACT OF DEMOGRAPHIC VARIABLES ON SERVICE QUALITY DIMENSIONS OF MOBILE VALUE ADDED SERVICES International Journal of Management (IJM) Volume 6, Issue 11, Nov 2015, pp. 19-29, Article ID: IJM_06_11_002 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=6&itype=11 ISSN Print:

More information

Perception of Women consumer towards Branded Cosmetics in Nagapattinam District

Perception of Women consumer towards Branded Cosmetics in Nagapattinam District International Journal of Sciences & Applied Research www.ijsar.in Perception of Women consumer towards Branded Cosmetics in Nagapattinam District P. Priyanga, R. Krishnaveni A.D.M College for Women (Autonomous),

More information

[Rajeswari, 4(9) September, 2017] ISSN: IMPACT FACTOR

[Rajeswari, 4(9) September, 2017] ISSN: IMPACT FACTOR A STUDY ON CONSUMER PERCEPTION AND PREFERENCE TOWARD AYURVEDIC PRODUCTS WITH SPECIAL REFERENCE TO PATANJALI AYURVEDIC PRODUCTS, VELLORE P. Rajeswari *1 & R. Aruna 2 *1 Asst. Professor, D.K.M College For

More information

A STUDY ON FEMINIST PERSPECTIVE TOWARDS ECO FRIENDLY PRODUCTS WITH REFERENCE TO CHENNAI CITY

A STUDY ON FEMINIST PERSPECTIVE TOWARDS ECO FRIENDLY PRODUCTS WITH REFERENCE TO CHENNAI CITY International Journal of Management (IJM) Volume 8, Issue 6, Nov Dec 2017, pp. 163 168, Article ID: IJM_08_06_017 Available online at http://www.iaeme.com/ijm/issues.asp?jtype=ijm&vtype=8&itype=6 Journal

More information

Customer Satisfaction of Indian Overseas Bank in Thanjavur District

Customer Satisfaction of Indian Overseas Bank in Thanjavur District Available online at http://www.ijasrd.org/in International Journal of Advanced Scientific Research & Development Vol. 02, Spl. Iss. 02, Ver. II, Aug 2015, pp. 346 352 e-issn: 2395-6089 p-issn: 2394-8906

More information

THE EVALUATION OF A TOWN S ATTRACTIVENESS: A CASE STUDY OF BALVI CITY

THE EVALUATION OF A TOWN S ATTRACTIVENESS: A CASE STUDY OF BALVI CITY THE EVALUATION OF A TOWN S ATTRACTIVENESS: A CASE STUDY OF BALVI CITY Dr.oec. Lienite Litavniece Associate professor of Faculty of Economics of Rezekne Higher Education Institution N. Rancana street 6-19,

More information