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Parida, Bivraj Bhusan
- Multi-channel Integration and its Impact on Service Quality Perception of Bank Customers
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Authors
Affiliations
1 Dept. of Management Science, Bengal Institute of Technology and Management, West Bengal.
2 Department of Tourism Management, The University of Burdwan, Burdwan, West Bengal.
1 Dept. of Management Science, Bengal Institute of Technology and Management, West Bengal.
2 Department of Tourism Management, The University of Burdwan, Burdwan, West Bengal.
Source
International Journal of Marketing and Business Communication, Vol 1, No 1 (2012), Pagination: 1-10Abstract
Technology embedding in banking service has enabled the banks to channelize their services with rapid disintermediation. The operational aspects of banking services has been further augmented by the convergence of technologies as the bank-customers are now being served on multiple and integrated channel platforms. The shift in operational practice of the banks has influenced the perception of the customers with regard to the service quality as their convenience and aspirations grew. The Indian banking sector has metamorphosed on all possible technological dimensions in recent years. The service-blueprint of the Indian banks has witnessed modification of service delivery channels and vis-a-vis interpretation of service quality assured and experienced. This paper attempts to identify the link between the multi-channel service delivery performance and perceived service quality with an empirical concept of multi-channel service quality index (MCSQI) being introduced. The study was carried out in the context of the largest public sector bank in India - State Bank of India at Bolpur and Santiniketan, West Bengal, India. The researcher used a number of statistical analyses to explore the probable link between multi-channel performance and perceived service quality and possible impacts of MCSQI on customer satisfaction and their subsequent investments in profit inducing products/services offered by their banks. The results displayed a statistical significance between the variables suggesting a behavioural adoption of the customers of new-age banking.Keywords
Multi-channel, Service Quality, Perception, Bank, Customer Satisfaction
References
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- An Empirical Study to Link CRM Initiatives with Service Quality Perception, Tourist Satisfaction and Des Tination Loyalty
Abstract Views :378 |
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Authors
Affiliations
1 West Bengal, IN
1 West Bengal, IN
Source
International Journal of Hospitality and Tourism Systems, Vol 6, No 2 (2013), Pagination: 64-80Abstract
The Customer Relationship Management (CRM) is one of the most critical business processes being adopted by the hospitality and tourism industry which is believed to augment perceived service quality of the tourists leading to the elevation in satisfaction level and subsequent repatronization of destination. CRM philosophy, an integration of people, process and technology, provides a proactive platform to the service providers to design, develop and deliver the service offers with adequate personalization to fit the specific requirements of the customers. This study was taken up following the identification of dearth of research in the area of linking CRM initiatives with service quality perception, tourist satisfaction and destination loyalty. The researchers have used a novel approach to index the CRM process on the basis of quantifying the performance of CRM components. Santiniketan in West Bengal has evolved as a tourist destination over the years following the visionary Rabindranath Tagore's initiatives of setting up an educational venture namely Visva Bharati University and by virtue of a number of cultural and ethnic events centering the university. The study revealed a great deal of tourist satisfaction which was positively attributed to CRM initiatives and service quality thereof and suggested destination loyalty.Keywords
Customer-relationship-management, Tourist, Satisfaction, Destination, Loyalty, Service, Quality.- An Empirical Study to Assess Moderating Impact of Crm Dimensions on Service Quality Perception- Tourist Satisfaction-destination Loyalty Link
Abstract Views :374 |
PDF Views:0
Authors
Affiliations
1 Department of Management Science, Bengal Inst. of Technology & Management, W.B., IN
2 Department of Tourism management, The University of Burdwan, W.B., IN
3 Department of Management, Camellia School of Business Management, Digberia, Kolkata, West Bengal, IN
1 Department of Management Science, Bengal Inst. of Technology & Management, W.B., IN
2 Department of Tourism management, The University of Burdwan, W.B., IN
3 Department of Management, Camellia School of Business Management, Digberia, Kolkata, West Bengal, IN
Source
Journal of Hospitality Application and Research, Vol 8, No 2 (2013), Pagination: 12-37Abstract
Customer Relationship Management (CRM), as a business process, has been relatively understudied in the perspective of hospitality and tourism industry. The conventional dimensions of CRM were found to be instrumental towards augmentation of perceived service quality and vis-à-vis positive behavioural intent of customers. This study was an attempt to empirically identify the probable moderating effects of the dimensions of CRM on service quality perception-tourist satisfaction- destination loyalty link. The study was carried out in Santiniketan in West Bengal which has evolved as a major tourist destination over the years with plenty of scenic, ethnic and cultural flair. The study revealed that perceived tourist service quality; tourist satisfaction and destination loyalty can be correlated under the mediating effects of CRM. The default model also holds good to lend support to the theoretical findings.Keywords
Customer-Relationship-Management, Tourist, Satisfaction, Destination, Loyalty, Service, Quality- Evaluation of Customers' Expectation-Perception Score on Service Quality in Life Insurance Corporation of India
Abstract Views :342 |
PDF Views:2
Authors
Affiliations
1 Department of Business Administration, The University of Burdwan, West Bengal, IN
2 Department of Tourism Management, The University of Burdwan, West Bengal, IN
1 Department of Business Administration, The University of Burdwan, West Bengal, IN
2 Department of Tourism Management, The University of Burdwan, West Bengal, IN
Source
International Journal of Marketing and Business Communication, Vol 3, No 3&4 (2014), Pagination: 1-12Abstract
Customer's association with the service provider in order to get various services leads to expectation from the providers. Customers always try to estimate their perceived services in respect of the several service quality dimensions which over times varies situation-wise, culture-wise, nation-wise, sector-wise as well as industry-wise. Empirical studies indicated that every dimension of the service quality plays a significant role in customers' mind on the quality of services perceived in respect to a specific service industry. In this paper, while investigating dimensional structure of service quality for the largest as well as one and only public sector life insurance company of India, namely Life Insurance Corporation of India (LICI) in Burdwan district, West Bengal, researchers studied the customers’ expectation and perception of the quality of services and used Bexley’s Customer Retention Indicator Grid to evaluate the customers' expectation-perception score against each dimension of the service quality provided by the Life Insurance Corporation of India.Keywords
Dimension, Expectation, Insurance, Perception, Service Quality.References
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