ICTACT Journal on Management Studies

N. Selvaraj ¹, V. Alagupandi ², R. Santhanamari ³

Affiliations
1 Department of Commerce, Saraswathi Narayanan College, IN
2 Department of Management Studies, Institute of Cooperative Management, IN
3 Department of Management Studies, Madurai Kamaraj University, IN

Abstract

All commercial banks in the market try to sell more products, adopt new dynamic marketing strategies, to develop new innovative products and to place greater emphasis on the quality of both the tangible and the intangible aspects of their service. To achieve customer satisfaction and retention, it is essential to determine the dimensions of service quality. They are reliability, responsiveness, assurance, empathy, tangibles, price, access, and effectiveness. These qualities are more important to different customers. The present study is based on both primary and secondary sources. The primary data was collected from the customers of commercial banks by sample survey through structural interview schedule. “Home proximity” was the most important reason influencing respondents to go in for the public sector banks. Majority of the respondents gave priority to go in for private sector banks, for they were offering varieties of loan schemes. Utmost care should be taken by the public sector banks to improve the aspects relating to assurance dimension. Bank branches should provide sufficient and proper vehicle parking lots wherever possible.

Keywords

Banks, Customer, Public and Service.

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N. Selvaraj ¹, P. Murugesan ², V. Alagupandi ³

Affiliations
1 Department of Commerce, Saraswathi Narayanan College, IN
2 Department of Management studies, Madurai Kamaraj University College, IN
3 Department of Management studies, Institute of Cooperative Management, IN

Abstract

The attributes may vary according to the individual taste, experience, and like. The second one is that, the consumer is likely to attach different importance weights to the relevant attributes namely attributes importance and attributes salience. In the customer’s evaluation towards purchase of a car, three additional factors also intervene. The first is the attitude of others. If the wife of customer thinks that the proposed car is pretentious, his favourable attitude is reduced. The post purchase cognitive disagreement is common among purchases of, homes, automobiles, and major appliances. According to Festinger, “The magnitude of post decision disagreement is an increasing function of the general importance of the decision and of the relative attractiveness of the unchosen alternatives”. The Consumer form their expectations on the basis of messages, claims sent out by the seller, through blogging, internet, advertisements, media and other communication sources. If the seller makes exaggerated claims for the product, the consumer experiences disconfirmed expectations, which lead to dissatisfaction. The contrast theory says that the amount of dissatisfaction will be larger than the performance gap. But it may change due to the influence of various economic, cultural and environmental factors. It is vital to find out the determinants of the behaviour and intention of the customer in purchasing a small car. Also their expectations and delivery of services in the areas of tangibles, individualized attention, performance, assurance and empathy or courtesy. As these dimension are prime importance for any car manufacturing company, they generate interest in knowing the factors which give rise to customer satisfaction.

Keywords

Attributes, Evaluation, Perception, Behaviour and Customer.

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N. Selvaraj ¹, P. Murugesan ², V. Alagupandi ³

Affiliations
1 Department of Commerce, Saraswathi Narayanan College, IN
2 Department of Management Studies, Madurai Kamaraj University College, IN
3 Department of Management Studies, Institute of Cooperative Management, IN

Abstract

Unless there is good environment for starting Automobile industries, it is not possible to survive in the industry. The State Government of Tamil Nadu, encourages these industries to start the units, by offering as many as concessions, like providing land in cheaper cost, providing infrastructural facilities namely electricity, water and roads. Except the variable “Broad wheel base”, all the other nine variables were highly perceived by the male and female customers. The significant difference of perception was found in only one variable that is “Broad Wheel Base”. Hence, it is concluded that, the male and female customers like the car fitted with latest technologically, newly developed accessories and systems, since they think alike in respect of all the nine variables. The significant difference of perception among the two types of customers belong to joint and nuclear families with regard to the variables namely, since fully automatic, Eco friendly and drivability in traffic is good. It is concluded that, both the above two types of customers, prefer a car developed with latest technology. The present day customers are more aware of the latest technological developments in automobile sector. So every customer gives more important that his car should have provided with the latest technologies. In line of the above, they have preferred the car with latest technology, having power steering, air bags, ABS break system and eco-friendly with less emission of CO2 (Euro IV model), drivability in traffic was also considered by them. The Total Productivity Maintenance (TPM) will give effective programme in terms of increased plant efficiency and productivity. It is a competitive strategy aimed at enhancing the productivity of men, machine, method and to maintain the level consistently involving the people at level and functions of management. Failure Mode and Effect Analysis (FMEA) should be done.

Keywords

Automobile, Manufacturing, Perception, Technological and Customer.

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N. Selvaraj ¹, V. Alagupandi ², R. Santhanamari ¹

Affiliations
1 Department of Commerce, Saraswathi Narayanan College, IN
2 Department of Management Studies, Institute of Cooperative Management, IN

Abstract

The Economic Globalization has improved the purchasing power of the Indian society. Attracting and convincing the customers by supplying the commodity that suits their needs and expectations are the major aspects for the manufacturers to survive in the market. This paper presents the analysis of data collected for the study along with interpretation of the results. The data were analyzed using various and appropriate statistical tools. The results thus obtained are portrayed in Tables for easy understanding and interpretation. The results are presented in a sequential manner. As revealed by the respondents, there are nine supporting variables that have influenced the customer to purchase the car. They are: prompt service, delivery of the serviced vehicle at the correct time, nice experience with the workshop service, the company’s capacity to instill confidence in customers, convenient working hours, maintenance of error free records, sending prompt reminders to the customers for regular service, thorough check-up to detect even the mistakes that are not noticed by the customer, and most importantly roadside assistance throughout India. Since there is no significant difference of perception found in any of the factors, the significant difference of perception among the three groups of customers was ruled out and concluded that the different groups of customers’ opinions on the factors are the same. The perception of six types of customers namely, Business, Company Executives, Government Staff, Academicians, Professionals and Ex-service staff on the five factors of Tangibles in service-quality were considered to determine the satisfactory factors. The high mean score signifies optimum satisfaction. Though there is a significant difference of perception among the four groups of customers on the dimension of Courtesy or Empathy, the ‘F’ statistics of the factor ‘consistently courteous with customer’ is found to be at the 5% level. Hence, it is inferred that the factor that causes the difference is the perception of the customers.

Keywords

Tangibles, Service, Perception, Customers and Empathy.

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