International Journal on Customer Relations

Naresh Sharma ¹, Bodh Raj Sharma ²

Affiliations
1 The Management School, Kathua Campus, University of Jammu, Jammu & Kashmir, IN
2 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

In marketing practices, ethics are core building blocks in establishing trust, which in turn helps in building longterm customer relationships. In developed nations, ethical judgment of consumers has received considerable attention but in Indian market setting, marketing ethics have barely been explored. The selling of spurious products is common to Indian consumers. This paper attempts to examine the consciousness among the consumers about marketing practices followed by the marketers in the Jammu region of Jammu & Kashmir State. The study is based on a well defined schedule of five point Likert Scale. The results indicate that consumers are conscious about the marketing practices adopted by the marketers and they are mindful while making buying decisions. Further, the consumers prefer marketers following ethical practices in terms of offering product quality, pricing policy, sharing product information, respecting social and cultural values which in turn help in developing customer relations.

Keywords

Ethical Marketing, Customer Relations, Ethical Dilemmas, Corporate Social Responsibility, Ethical Judgments.

Full Text

     

Bodh Raj Sharma ¹, Saransh Gupta ², Ankit Sharma ², Nitika Sharma ³

Affiliations
1 Department of Commerce, University of Jammu, Jammu & Kashmir, IN
2 NIT, Srinagar, Jammu & Kashmir, IN
3 ICCCR and HRM, University of Jammu, Jammu & Kashmir, IN

Abstract

The study empirically explores the gender-wise differences in perception regarding customer satisfaction in online shopping. The data were collected from 200 respondents who shopped online, contacted through purposive sampling. The respondents were contacted both physically as well as through e-mails, social media like Facebook, Whats app etc. The results depict that e-customers seem to receive detailed information from the website/application about their orders and the e-store protects their information. As far as inventory, prices, quality of products, return/cancellation policy, visual interface of website/application, and browsing experience are concerned, scores for males turned out to be higher than females. On the other hand, females seemed more satisfied as far as lucrative offers, variety of products, payment options; website and advertisement customisation is concerned.

Keywords

Gender, Diversity, E-Tailing, Social Media, Online Shopping.

Full Text

     

Amit Sharma ¹, Bodh raj Sharma ²

Affiliations
1 The Business School, University of Jammu, Jammu & Kashmir, IN
2 Department of Commerce, University of Jammu, Jammu & Kashmir, IN

Abstract

The aim of this paper is to assess empirically perceptual gap among the customers having different educational qualification, occupation and income regarding customer value in Indian insurance sector. It is a fact that insurance sector has been growing tremendously despite a lot of competition in the marketplace. The study is based upon the primary data obtained from customers of four life insurance companies belonging to various districts of J&K through quota sampling. A questionnaire was framed containing items of demographics and statements measuring customer value based upon seven point Likert scale. The findings indicate that the demographic variables viz., qualification, occupation and monthly income, there is no significant difference regarding perceived customer value among the life insurance players.

Keywords

Customer Value, Customer Service, Insurance Players, Customers Perception.

Full Text