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Dash, Ajitabh
- Service Quality and Customer Retention: An Empirical Study on Organized Retail Sector
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Authors
Affiliations
1 Regional College of Management, Bhubaneswar, IN
1 Regional College of Management, Bhubaneswar, IN
Source
ANVESHAK-International Journal of Management, Vol 4, No 1 (2015), Pagination: 121-132Abstract
In today's competitive business scenario, firms are searching means to achieve competitive advantage and increased customer loyalty through quality of their service. Service quality is not only having a relationship with customer satisfaction but also with increased cross-sell performance, higher customer retention and repeat purchasing behavior of a customer. In light of this, the present study lightens how service quality affects customer retention in organized retail sector. A total of 224 completed questionnaires obtained from the active mall shoppers were used for statistical analysis. Exploratory factor analysis was employed for variable reduction and factor identification. Further attempt has been made in this study to disclose the importance of selected demographic variables when evaluating retail service quality.Keywords
Service Quality, Customer Satisfaction, Customer Retention, Organizedretail.
References
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- Parikh, D. (2006), "Measuring Retail Service Quality: An Empirical Assessment of the Instrument", Vikalpa, Vol. 31, No. 2, pp. 45-55.
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- Perceived Risk and Consumer Behavior Towards Online Shopping: An Empirical Investigation
Abstract Views :176 |
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Authors
Affiliations
1 Regional College of Management, Bhubaneswar, IN
1 Regional College of Management, Bhubaneswar, IN
Source
Parikalpana: KIIT Journal of Management, Vol 10, No 1 (2014), Pagination: 79-85Abstract
The past decade has witnessed the beginning of a major directional change of consumer behaviour, from physical stores purchasing to online purchasing behaviour, in the retailing industry. In India, internet is still considered as a new medium to link customers with retailers. Still Indian people have been attached to the traditional brick and mortar stores, they take online shopping as a risk. In this study author have attempted to find out the factors leading to perceived risk with online shopping. Reliability coefficient for the scale containing 18 variables was satisfactory and factor analysis generated 6 major factors: product risk, financial performance risk, psychological risk, time risk, delivery capability risk and website performance risk.Keywords
Online Shopping, Internet, Perceived Risk.Full Text
- Role of Social Media:Attracting & Engaging Customers in Online Shopping
Abstract Views :223 |
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Authors
Affiliations
1 Bhartiya Vidya Bhavan’s Usha & Lakshmi Mittal Institute of Management (BULMIM), New Delhi, IN
2 New Delhi Institute of Management (NDIM), New Delhi, IN
1 Bhartiya Vidya Bhavan’s Usha & Lakshmi Mittal Institute of Management (BULMIM), New Delhi, IN
2 New Delhi Institute of Management (NDIM), New Delhi, IN
Source
International Journal of Knowledge Management and Practices, Vol 6, No 1 (2018), Pagination: 5-14Abstract
Social media have become a hot topic today, and there is barely anybody who hasn’t joined or used a social media platform for one purpose or another. Nowadays, due to the advancement of technology, social media are considered a right way to get the right information at the right time with the customers. Social media give high control to customers as it enables the buyers to gather much more information, watch the views, and compare different products by sitting at home. The aim of present research is to study on social media which attracting and engaging customers in online-shopping behaviour. Therefore, it helps to create new possibilities of doing online business and communicating with customers. The objectives of this research are to: (1) examine the role of social media and their effects on the buying behaviours of customers, (2) know the effect of age on online shopping of customers, and (3) identify the online-shopping strategies for attracting and engaging customers. The study was made from randomly collected 155 samples. These were further divided on the basis of three age groups; 20-34, 35-49, and 50-65. Similarly, we have collected online data from 14 retailers in our sample to know the strategies to attract and engage customers. Data were collected from Delhi and NCR region. The result has shown that social media attract and engage customers as a medium of communication for interaction and share ideas with their family and friends and making business contacts, etc. On the basis of age group, it has shown that age groups of 20-34 and 35-49 were doing more online shopping in comparison to age groups of 50-65. The age group of 50-65 is not the prominent shoppers; also, they were not fond of using social media platforms.Keywords
Age Group, Online Customers, Online Retailers, Online Shopping, Social Media.References
- Abdul, G., & Muhammad, T. (2010). Social Media Marketing vs. Prevalent Marketing Practices: A Study of Marketing Approaches for Micro firms in Sweden. Thesis within Business Administration, June, 2010, Jonkoping university.
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- Bei, L. T., Chen, E. Y. I., & Widdows, R. (2004). Consumers’ online information search behavior and the phenomenon of search vs. experience products. Journal of Family and Economic Issues, 25(4), 449-467.
- Berthon, P., Pitt, L. F., & Campbell, C. (2008). Ad lib: When customers create the Ad, California. Management Review, 50(4), 6-30.
- Bolotaeva, V., & Cata, T. (2011). Marketing Opportunities with Social Networks. IBIMA Publishing. Journal of Internet Social Networking and Virtual Communities. Retrieved from http://www.ibimapublishing.com/journals/JISNVC/jisnvc.htmlVol. 2011.
- Burke, K. (2006). Network to drive revenue. Target Marketing, 29(2), 25-26.
- Burke, P. J. (1997). An identity model for network exchnage. American Sociological Review, 62(1), 134-150.
- Clemons, E. K. (2009). The complex problem of monetizing virtual electronic social networks, Decision Support Systems. Retrieved from www.elsevier.com/locate/dss.
- Dhawan, A. (2008). Motivation factors for on line buying: The price driver. Auckland, New Zealand.
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- Muhammad, T., & Abdul, G. (2012). Embracing the social media bandwagon: A study of micro firms. American International Journal of Contemporary Research, 2(3), 246-251.
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- Pedersen, S. T. (2011). Online Word-of-Mouth Communication and Consumer Behaviour: A Study of the Influence of Word-of-Mouth Communication through Social Media. Copenhagen Business School September 2011, Thesis.
- Peterson, R. A., & Merino, M. C. (2003). Consumer information search behaviour and the Internet. Psychology and Marketing, 20(2), 99-114.
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- Guo, S., Mengqiu, W., & Leskovec, J. (2011). The role of social networks in online shopping: Information passing, price of trust, and consumer Choice. EC ’11, June 5-9, 2011, San Jose, California, USA.
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- Tariq, M., & Wahid, F. (2011). Assessing effectiveness of Social Media and Traditional Marketing Approaches in terms of cost and target segment coverage. Interdisciplinary Journal of Contemporary Research in Business, 3(1), 1050-1075.
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- An Attribute-Based Perceptual Mapping of Selected Health Insurance Companies:An Empirical Study
Abstract Views :378 |
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Authors
Affiliations
1 Department of Marketing Management, Bharatiya Vidya Bhavan’s Usha and Lakshmi Mittal Institute of Management, New Delhi, IN
1 Department of Marketing Management, Bharatiya Vidya Bhavan’s Usha and Lakshmi Mittal Institute of Management, New Delhi, IN
Source
International Journal of Banking, Risk and Insurance, Vol 6, No 2 (2018), Pagination: 23-28Abstract
The study of consumers’ perceptions and positioning a brand accordingly in the minds of the consumers is the winning strategy for any company in the present competitive scenario. This paper is an attempt to know how consumers’ perceive selected health insurance companies with respect to different important attributes, namely price, service quality, contact personnel competency, and trust. A questionnaire survey among 51 sample respondents was done in the city of Bhubaneswar. Discriminant analysis has been used to draw perceptual map showing the position of selected health insurance companies along with the selected attributes. This study is an attempt to find out the attributes, which influence the choice of a particular health insurance service provider.Keywords
Attributes, Insurance, Perceptual Map, Positioning, Service Quality.References
- Ahuja, R. (2005). Health Insurance for Poor: An analytical Study. Indian Council for Research on International Economic Relations Working Paper no. 161.
- Anchan, P. S., Jathanna, R., & Marla, A. (2011). Evaluation of health insurance and claim process at tertiary care hospital, Mangalore: A case report. Journal of Health Management, 13, 97-112.
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- Narang, R. (2010). Measuring perceived quality of health insurance services in India. International Journal of Health Care Quality Assurance, 23(2), 171-186.
- Shahrawat, R., & Rao, K. D. (2012). Insured yet vulnerable: out-of-pocket payments and India’s poor. Health Policy and Planning, 27(3), 213-221.
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- Sodani, P. R, (2001). Potential of the health insurance market for the informal sector: A pilot study. Journal of Health Management, 3(2), 283-308.
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- Managing Satisfaction for Home Loan in Public Sector Banks of India
Abstract Views :242 |
PDF Views:0
Authors
Affiliations
1 Department of Marketing Management, Bharatiya Vidya Bhavan’s Usha and Lakshmi Mittal Institute of Management, New Delhi, IN
1 Department of Marketing Management, Bharatiya Vidya Bhavan’s Usha and Lakshmi Mittal Institute of Management, New Delhi, IN
Source
International Journal of Banking, Risk and Insurance, Vol 7, No 2 (2019), Pagination: 13-19Abstract
Purpose: The purpose of this paper is to explore and predict the relationship between factors affecting customers and their overall satisfaction level with home loan service extended by public sector banks in India.
Design/methodology/approach: A self-administered questionnaire was designed to use in collecting opinions from the randomly selected sample respondents residing in Odisha during 2016. The collected data are analyzed using appropriate statistical tools through SPSS (Statistical Package for Social Sciences).
indings: The results of the study explored three factors namely employee behaviour, process and scheme of home loan, and also confirmed their significant relationship with the satisfaction of consumer through exploratory factor analysis and multiple linear regression analysis.
Originality/value/practical implications: Potential contribution of this study is to conclude that the public sector banks should emphasize more on employee behaviour along with the process and scheme of home loan to ensure and enhance the satisfaction level of their customers.
Research limitations: The main limitation relates to the fact that the study mainly covered a sample drawn from the public sector banks operating in Khurda, Cuttack, Berhampur and Puri Districts of Odisha state only. The findings of the study will be restricted to the opinion of (sample size) individuals only which may not be generalised. The study will focus on business segment only.
performance of public sector banks in home loan segment only.
Keywords
Customer Satisfaction, Home Loan, Public Sector Banks, Employee Behaviour, Process, Scheme.References
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