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Author : Dr Kalgi Shah Dr MamtaBrahmbhatt
Publisher : Archers & Elevators Publishing House
Page : 128 pages
File Size : 45,6 Mb
Release : 2024-07-01
Category : Antiques & Collectibles
ISBN : 9788194517054
Author : Laly Antoney,Prem Jose Vazhacharickal
Publisher : Prem Jose
Page : 128 pages
File Size : 49,6 Mb
Release : 2024-07-01
Category : Reference
ISBN : 9781711053271
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Author : Evangelos Grigoroudis,Yannis Siskos
Publisher : Springer Science & Business Media
Page : 319 pages
File Size : 42,9 Mb
Release : 2009-11-07
Category : Business & Economics
ISBN : 9781441916402
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author : Salih Kusluvan
Publisher : Nova Publishers
Page : 876 pages
File Size : 50,6 Mb
Release : 2003
Category : Business & Economics
ISBN : 1590336305
The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Author : Gavriel Salvendy
Publisher : John Wiley & Sons
Page : 2846 pages
File Size : 46,7 Mb
Release : 2001-05-25
Category : Business & Economics
ISBN : 0471330574
Unrivaled coverage of a broad spectrum of industrial engineering concepts and applications The Handbook of Industrial Engineering, Third Edition contains a vast array of timely and useful methodologies for achieving increased productivity, quality, and competitiveness and improving the quality of working life in manufacturing and service industries. This astoundingly comprehensive resource also provides a cohesive structure to the discipline of industrial engineering with four major classifications: technology; performance improvement management; management, planning, and design control; and decision-making methods. Completely updated and expanded to reflect nearly a decade of important developments in the field, this Third Edition features a wealth of new information on project management, supply-chain management and logistics, and systems related to service industries. Other important features of this essential reference include: * More than 1,000 helpful tables, graphs, figures, and formulas * Step-by-step descriptions of hundreds of problem-solving methodologies * Hundreds of clear, easy-to-follow application examples * Contributions from 176 accomplished international professionals with diverse training and affiliations * More than 4,000 citations for further reading The Handbook of Industrial Engineering, Third Edition is an immensely useful one-stop resource for industrial engineers and technical support personnel in corporations of any size; continuous process and discrete part manufacturing industries; and all types of service industries, from healthcare to hospitality, from retailing to finance. Of related interest . . . HANDBOOK OF HUMAN FACTORS AND ERGONOMICS, Second Edition Edited by Gavriel Salvendy (0-471-11690-4) 2,165 pages 60 chapters "A comprehensive guide that contains practical knowledge and technical background on virtually all aspects of physical, cognitive, and social ergonomics. As such, it can be a valuable source of information for any individual or organization committed to providing competitive, high-quality products and safe, productive work environments."-John F. Smith Jr., Chairman of the Board, Chief Executive Officer and President, General Motors Corporation (From the Foreword)
Author : Roland T. Rust,Richard L. Oliver
Publisher : SAGE
Page : 201 pages
File Size : 47,8 Mb
Release : 1994
Category : Business & Economics
ISBN : 9780803949201
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author : Ford Lumban Gaol,Fonny Hutagalung,Abd Razak Zakaria,Zuwati Binti Hasim
Publisher : CRC Press
Page : 268 pages
File Size : 49,8 Mb
Release : 2016-04-05
Category : Business & Economics
ISBN : 9781315617312
This proceedings volume contains papers presented at the 2015 International Conference on Management and Technology in Knowledge, Service, Tourism & Hospitality (SERVE 2015), covering a wide range of topics in the fields of knowledge and service management, web intelligence, tourism and hospitality. This overview of current state of affair
Author : Sruthi S,Pawanjeet Kaur,Dr. Aarti Sharma,Debajani Nayak,Dr. Manoj Kumar Chande,Dr Sagarika Saha
Publisher : RED'SHINE Publication. Pvt. Ltd
Page : 301 pages
File Size : 45,7 Mb
Release : 2024-07-01
Category : Antiques & Collectibles
ISBN : 9789393239662
Author : Rosalind Masterson,David Pickton
Publisher : SAGE
Page : 609 pages
File Size : 44,9 Mb
Release : 2014-03-25
Category : Business & Economics
ISBN : 9781446297667
*Winners - British Book Design Awards 2014 in the category Best Use of Cross Media* Get access to an interactive eBook* when you buy the paperback (Print paperback version only, ISBN 9781446296424) Watch the video walkthrough to find out how your students can make the best use of the interactive resources that come with the new edition! With each print copy of the new 3rd edition, students receive 12 months FREE access to the interactive eBook* giving them the flexibility to learn how, when and where they want. An individualized code on the inside back cover of each book gives access to an online version of the text on Vitalsource Bookshelf® and allows students to access the book from their computer, tablet, or mobile phone and make notes and highlights which will automatically sync wherever they go. Green coffee cups in the margins link students directly to a wealth of online resources. Click on the links below to see or hear an example: Watch videos to get a better understanding of key concepts and provoke in-class discussion Visit websites and templates to help guide students’ study A dedicated Pinterest page with wealth of topical real world examples of marketing that students can relate to the study A Podcast series where recent graduates and marketing professionals talk about the day-to-day of marketing and specific marketing concepts For those students always on the go, Marketing an Introduction 3rd edition is also supported by MobileStudy – a responsive revision tool which can be accessed on smartphones or tablets allowing students to revise anytime and anywhere that suits their schedule. New to the 3rd edition: Covers topics such as digital marketing, global marketing and marketing ethics Places emphasis on employability and marketing in the workplace to help students prepare themselves for life after university Fun activities for students to try with classmates or during private study to help consolidate what they have learnt (*interactivity only available through Vitalsource eBook)
Author : Pardeep Kumar
Publisher : Independent Author
Page : 0 pages
File Size : 53,8 Mb
Release : 2023-03-13
Category : Business & Economics
ISBN : 1805247638
In nineteenth century, banking segment of service sector reported highest growth in India. Today banking has become a part of our life. Banks fulfill the financial needs of every segment of society like rural artisan, farmers, industrialist and government. Banking segment of service sector make a payment to increase the pecuniary development of any country by transforming financial resources in to productive resources. Hence banking becomes necessity for economic, agricultural and industrial development of an economy. Now a day, banking becomes necessary for every commercial activity. Banks are the largest depositors of people's saving and largest lender of money. Today, one cannot suppose to seize banking services for a single day because without banking no financial transaction takes place. If the banks stop working for some days, a situation of financial crises may arise. The present study is divided into five chapters. The first chapter provides an insight into the concept and consequences of banking, service quality and customer satisfaction. Second chapter presents a review of major research work done in the field of measurement of service quality and customer satisfaction particularly in banking sector. The third chapter offers research methodology adopted for the study. The forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of services provided by the studied bank. I always remain thankful to all from whom I have gained knowledge during my studies and who have provided help and assistance in the successful execution of this research work. I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor, Dr. HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also stimulating discussions and valuable suggestions. I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College, Koslifor their cooperation in collection of data, literature and other information.
Author : Khosrow-Pour, Mehdi
Publisher : IGI Global
Page : 366 pages
File Size : 40,9 Mb
Release : 2018-01-05
Category : Business & Economics
ISBN : 9781522550273
In the modern world of mobile applications, the expansion of e-services, self-services, and mobile communication constantly allows for new multidisciplinary developments in academia and industry. Optimizing Current Practices in E-Services and Mobile Applications is a critical scholarly resource that examines issues in the production management, delivery, and consumption of e-services. Featuring coverage on a broad range of topics, such as marketing, management, social media, and entrepreneurship, this book is an ideal resource for professionals, researchers, academicians, and industry consultants with an interest in the emergence of e-services.
Author : Dr.S.Nazeer Khan,Dr.R.Abdul Muthalif
Publisher : Archers & Elevators Publishing House
Page : 476 pages
File Size : 46,6 Mb
Release : 2024-07-01
Category : Antiques & Collectibles
ISBN : 9789394958777
Author : Roy C Wood,Bob Brotherton
Publisher : SAGE
Page : 577 pages
File Size : 54,9 Mb
Release : 2008-06-05
Category : Business & Economics
ISBN : 9781446206423
At last, a comprehensive, systematically organized Handbook which gives a reliable and critical guide to all aspects of one of the world′s leading industries: the hospitality industry. The book focuses on key aspects of the hospitality management curriculum, research and practice bringing together leading scholars throughout the world. Each essay examines a theme or functional aspect of hospitality management and offers a critical overview of the principle ideas and issues that have contributed, and continue to contribute, within it. Topics include: • The nature of hospitality and hospitality management • The relationship of hospitality management to tourism, leisure and education provision • The current state of development of the international hospitality business • The core activities of food, beverage and accommodation management • Research strategies in hospitality management • Innovation and entrepreneurship trends • The role of information technology The SAGE Handbook of Hospitality Management constitutes a single, comprehensive source of reference which will satisfy the information needs of both specialists in the field and non-specialists who require a contemporary introduction to the hospitality industry and its analysis. Bob Brotherton formerly taught students of Hospitality and Tourism at Manchester Metropolitan University. He has also taught Research Methods to Hospitality and Tourism students at a number of international institutions as a visiting lecturer; Roy C. Wood is based in the Oberoi Centre of Learning and Development, India
Author : Heiko Filthuth
Publisher : GRIN Verlag
Page : 10 pages
File Size : 47,9 Mb
Release : 2020-04-23
Category : Business & Economics
ISBN : 9783346153074
Essay from the year 2016 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,7, University of Salford, language: English, abstract: This essay critically discusses the academic literature on service quality models before turning to sustaining customer relationships. In its third paragraph, the connections between service quality and customer relationships are discussed and business situations in which service quality models may sustain customer relationships are considered. Service quality and sustaining customer relationships are interrelated, as both the academic theory and some featured business examples show. Comparing the SERVQUAL model with the 4Ps and 4Cs based on three core statements underline this relationship. Examples from three different industries show practical benefits for both suppliers and customers of products and services.
Author : Management Association, Information Resources
Publisher : IGI Global
Page : 600 pages
File Size : 40,9 Mb
Release : 2020-12-05
Category : Business & Economics
ISBN : 9781799881018
Developing personal financial skills and improving financial literacy are fundamental aspects for managing money and propelling a bright financial future. Considering life events and risks that unexpectantly present themselves, especially in the light of recent global events, there is often an uncertainty associated with financial standings in unsettled times. It is important to have personal finance management to prepare for times of crisis, and personal finance is something to be thought about in everyday life. The incorporation of financial literacy for individuals is essential for a decision-making process that could affect their financial future. Having a keen understanding of beneficial and detrimental financial decisions, a plan for personal finances, and personalized goals are baselines for money management that will create stability and prosperity. In a world that is rapidly digitalized, there are new tools and technologies that have entered the sphere of finance as well that should be integrated into the conversation. The latest methods and models for improving financial literacy along with critical information on budgeting, saving, and managing spending are essential topics in today’s world. The Research Anthology on Personal Finance and Improving Financial Literacy provides readers with the latest research and developments in how to improve, understand, and utilize personal finance methodologies or services and obtain critical financial literacy. The chapters within this essential reference work will cover personal finance technologies, banking, investing, budgeting, saving, and the best practices and techniques for optimal money management. This book is ideally designed for business managers, financial consultants, entrepreneurs, auditors, economists, accountants, academicians, researchers, and students seeking current research on modern advancements and recent findings in personal finance.