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Patel, Vinod
- Typology of Service Quality Model of Bank Services : BSQ V/s Bankqual
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Global Journal of Research in Management, Vol 3, No 1 (2013), Pagination: 71-94Abstract
Objective: The objective of this study was to assess the applicability of the BSQ and BANKQUAL in banking sector for measuring service quality performance. This was achieved by examining the reliability, validity and component structures of the Scale. Furthermore, the study is set to provide supplementary input to discuss over generic against setting typology specific industry/ timespecific quality metrics.
Design/methodology/approach: The data was collected at bank for period of three months during the evenings and weekends from the customer of bank who has at least three month old account with particular bank and was willing to respond. Researcher has used instrument BSQ (proposed by Bahia and Nantel, 2000) and BANKQUAL (proposed by Tsoukatos and Mastrojianni, 2010) for measuring service quality in bank .The research instrument was administered through face to face personal interviews conducted outside the bank to immediate transaction effect on response.. The sample size was 720 and data was analyzed through SPSS 19.0 and AMOS 18.0.
Findings: In cross Validation of BSQ and BANKQUAL in banking through Confirmatory factor analysis, we found that BANKQUAL is more reliable and valid instruments in service quality measurement of bank than others in India. Practical Implication: Cultural distances are leads to the differences in religions, social norms, ethical values and languages among countries. View and posit that the cultural differences in terms of individualism, collectivism and power distance between countries are likely to have varying different effects on the definition of service quality. New quality dimensions that had not been a part of service quality concept until then have been identified, not only that but also demonstrated that the number and meanings of service quality dimensions varied between different consumers.
Originality/Value: Although the subject of "service quality measurement" is extensively and deeply researched, the continuously changing marketing environment and industry scenario required for an assessment of quality factors. With respect to its academic value, the study builds up knowledge that will in due course outgrow the boundaries of academia and pervade management.
Keywords
Service Quality, BSQ, BANKQUAL, Structural Equation Model
References
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- Corporate Branding through Functional Alignment
Abstract Views :169 |
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Authors
Affiliations
1 Assistant Professor, Department of Management, Uka Tarsadia University (UTU), Bardoli, Surat, IN
2 Professor, Department of Business and Industrial Management, VNSGU, Surat, IN
1 Assistant Professor, Department of Management, Uka Tarsadia University (UTU), Bardoli, Surat, IN
2 Professor, Department of Business and Industrial Management, VNSGU, Surat, IN
Source
Global Journal of Research in Management, Vol 8, No 2 (2018), Pagination: 67-79Abstract
In this dynamic modern era companies are looking forth for multi-facet approach to problem solving, especially the ones which are directly related to the company‟s brand name and identity in the market. In this ever increasing competition organizations are trying to build an overall package with the entire brand elements possible so as sustain with a considerable amount of brand equity gained through its internal and external processes. It is now imperative for organizations to treat its functional departments namely marketing and HR departments to push forth the diverse elements of the organizations that bind it together and make an impact on its brand value. The paper aims to describe the challenges organizations today are facing in order to build a corporate brand by modifying its internal and external processes and aligning them in order to achieve synergy. How does marketing and HR go hand in hand in the process of corporate brand building and what are the elements and area of considerations for these two domains during the interplay.Keywords
Corporate Branding, Functional Alignment, Branding, Brand Trust, Brand Perception, Brand Association, Brand Loyalty, Brand Image.- Measuring Customer Perception Towards Customer Relationship Management of Indian Commercial Banks in Surat City: An Extended Servqual Approach
Abstract Views :180 |
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Authors
Affiliations
1 Assistant Professor, Shri JDG Commerce College and Shree Swami Atmanand Saraswati College of Management, IN
2 Professor, Department of Business and Industrial Management, Veer Narmad South Gujarat University, Surat, IN
1 Assistant Professor, Shri JDG Commerce College and Shree Swami Atmanand Saraswati College of Management, IN
2 Professor, Department of Business and Industrial Management, Veer Narmad South Gujarat University, Surat, IN
Source
Global Journal of Research in Management, Vol 9, No 2 (2019), Pagination: 43-59Abstract
The primary purpose of this paper is to study of customer perception towards customer relationship management practices of Indian commercial banks in Surat city. Researcher also tries to study the different factors affecting the private and public sector banks’ customers. This research study is descriptive. The study adopted a non-probability convenience sampling method followed by the stratified sampling. For private sector banks reliability, responsiveness and marketing mix elements has significant relationship with overall satisfaction, and also significant relationship between overall customer satisfaction and loyalty. For public sector banks a significant relationship found between assurance and marketing mix elements with overall customer satisfaction and between overall satisfaction and loyalty. With the study researcher tried to establish a relationship between customer satisfaction and effective management of customer relationship. It is to be suggested that the banking sector regardless of the tangible, it should improve its operations in providing customers with highly advanced and reliable services. The research study aims to make manager enable to assess CRM activities and processes in retail banks, focusing on new methods of delivering banking services and ways to managing healthy relationship with customers.Keywords
CRM, Overall Customer Satisfaction, Indian Banking Industry.- A Study of Impact of Pandemic on the Telecommunicationindustry: Descriptive Analysis of the Situation
Abstract Views :218 |
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Authors
Affiliations
1 Veer Narmad South Gujarat University, Surat., IN
2 professor at Department of Business & Industrial Management, Veer Narmad South Gujarat University, Surat., IN
1 Veer Narmad South Gujarat University, Surat., IN
2 professor at Department of Business & Industrial Management, Veer Narmad South Gujarat University, Surat., IN
Source
Global Journal of Research in Management, Vol 12, No 1 (2022), Pagination: 20-33Abstract
Telecom industry within sector of Information and Communication technology and is the second largest in the world. In this research paper, which is descriptive in nature, researchers have tried to portray the support of telecom industry during COVID-19 situation to other sectors and challenges faced by it. The source of data is basically secondary by nature. Private players of telecom industry like Reliance Jio, Airtel and Vodafone Idea are studied in detail. During COVID situation, most people were confined to homes. The economy and businesses were run from home. Besides, when people had more leisure time at their disposal, the usage of data resulting from surfing, chatting, browsing, playing online games and so on increased drastically. This led to growth of telecom industry. The paper concludes that telecom industry is a booming sector, and it had low losses as compared to others. How telecos are responding to various challenges is also discussed in this paper.Keywords
Pandemic, Booming, Private Players, Challenges.References
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