Informatics Publishing Limited

Garima Srivastava ¹, Arun Mittal ¹

Affiliations
1 BIT Mesra (Ranchi), Noida Campus, U.P., IN

Abstract

Satisfaction of the customers is an invaluable asset for the modern organizations, providing unmatched competitive edge. It helps in building long-term relationship as well as brand equity. The best approach to customer retention is to deliver high level of customer satisfaction that result in strong customer loyalty. Satisfaction being a judgment, that a product or service feature or the product or service itself, provides a pleasurable level of consumption related fulfilment, is dynamic in nature. It is the result of interplay of a number of factors, which vary from one product/service category to another. The purpose of this study is to compare the public sector banks and private sector banks in terms of customer satisfaction and to study the various variables of service quality using SERVQUAL model. The work has been carried out with the objective of understanding the reasons of customer dissatisfaction and what are the opportunity areas that these banks need to focus on to strengthen their customer service practices resulting in customer delight. The research work uses both the sources of information, i.e., Primary and Secondary sources, and thereafter SERVQUAL model has been used to identify the discrepancy in the service delivery system. Finally the study concludes by giving some recommendations to improve in the area where these banks do not meet the expectations of their customers. Two-stage factor analysis was computed on 27 variables based upon the SERVQUAL model of service quality to arrive at the factors of customer satisfaction. The study revealed four factors in public sector banks and six factors in private sector banks of customer satisfaction. Further, paired sample t test was applied to test the hypothesis and compare the services provided by the public sector bank with that of private. Split half way method (Crobach coefficient α) was calculated on over all reduced variables, as well as individual factors in order to check the reliability.

Keywords

Customer Satisfaction, Private and Public Banks, Service Quality, SERVQUAL

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Edward Hoffman ¹, Garima Srivastava ², Sonia Kapur ³

Affiliations
1 Yeshiva University New York, NY, US
2 All India Institute of Medical Sciences New Delhi, IN
3 University of Arkansas Fayetteville, AR, US

Abstract

Nursing education has increasingly recognized the importance of dispositional factors in affecting student attrition and motivation. Yet meager empirical research exists on intrinsic motivational attributes of nursing students. In our view, early peak-experiences can provide useful information in this domain. We therefore collected data among Indian nursing students attending two nursing programs at a medical university in New Delhi. Sixty-six females responded to a questionnaire asking them to describe a peak-experience occurring before the age of 14 and its impact on their subsequent view of life. They also rated the enduring impact of their peak-experience on a 5-point Likert scale. Among their 68 reports, those involving external achievement were most frequent (35.3%). These were followed in frequency by interpersonal joy (27.9%), developmental landmark (17.7%), and receiving a material gift (11.8%). Peaks related to nature, skill mastery, or a religious experience in an institutional or non-institutional setting, were relatively rare, each accounting for less than 3% of all reports. No other categories of peak-experience, such as pertaining to aesthetics, philosophical musing, or serenity, were reported. The implications of our findings for optimizing Indian nursing education are discussed. Future avenues for research are highlighted.

Keywords

Peak-experiences, Nursing Students, Nursing Education, Indian Nurses, Abraham Maslow

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Garima Srivastava ¹

Affiliations
1 Hidayatullah National Law University, Raipur, IN

Abstract

At first sight, discussing the relationship between soft law and party autonomy may not appear problematic. If "soft law" is understood as generally referring to instruments of a normative nature with no legally binding force and which are applied only through voluntary acceptance,[1] it follows that in the field of contract law, party autonomy is the very raison d'Otre and limit of soft law. Standard terms and model clauses, definitions of trade terms, such as the INCOTERMS, and uniform "customs and practices," such as the Uniform Customs and Practices relating to Documentary Credits ("UCP"), are binding only if expressly or implicitly agreed upon by the parties and to the extent that they do not contrast with the principles and rules of the applicable law from which parties may not derogate.

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Kanika K. Ahuja ¹, Garima Srivastava ¹, Priyanka Padhy ¹

Affiliations
1 Department of Psychology, Lady Shri Ram College for Women, University of Delhi, Delhi, IN

Abstract

The purpose of the current study was to evaluate a team building training intervention on 99 college going female students. This study followed a between group post-only experimental design where the experimental group underwent team building training and the control group did not. The training workshop conducted by NLP practitioners was based on Tuckman's model (1965) where the activities were divided into 5 stages of team building using innovative pedagogical tools. The effectiveness of training was assessed at three levels of evaluation (reaction, learning & behaviour) as per the Kirkpatrick's model with the help of Training Feedback Form (measuring level 1-Reaction), Knowledge about teams' questionnaire (measuring level 2-learning outcomes), and Perceived Cohesion Scale (assessing level 3-Behaviour/Group Cohesion), t tests for independent samples revealed that the training program was effective. The experimental group's level of learning and group cohesion was significantly higher than that of the control group. The current study contributes support for the usage of team building training, and the Kirkpatrick model for evaluation in the Indian context.

Keywords

Kirkpatrick's Model, Training Evaluation, Team Building Interventions, Group Cohesion.

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Kanika K. Ahuja , Priyanka Padhy ¹, Garima Srivastava ¹

Affiliations
1 Department of Psychology, Lady Shri Ram College for Women, University of Delhi, IN

Abstract

Performance appraisal acts as a fulcrum in relationship between employees and the organization by creating an avenue for continuous communication and feedback. The satisfaction of employees towards performance appraisal affects them in tangible and intangible ways; leading to diverse reactions and behavioral outcomes. This study assesses the strength and direction of the relationship between Performance Appraisal Satisfaction and Organizational Commitment of 112 employees working in 18 private sector organizations in Delhi-NCR. The results established a significant relationship between performance appraisal satisfaction and organizational commitment. Affective and normative commitment and overall commitment were found to have significant correlation with Performance Appraisal Satisfaction. Continuance commitment, however, was not found to have a significant relationship.

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Edward Hoffman ¹, Garima Srivastava ², Fernando A. Ortiz ³, Maria Paula Fonseca ⁴

Affiliations
1 Yeshiva University New York, New York, US
2 Lady Shri Ram College for Women New Delhi, IN
3 Director of Counseling Services Gonzaga University, Spokane, Washington, US
4 University of Maryland-Baltimore County Baltimore, Maryland, US

Abstract

Although emotion regulationhas gained attention in positive psychology, research among Indians has been scant. In this study, 150 women at a university in Delhi responded to a survey. It asked their frequency of deliberately recalling a happy memory as a strategy to influence mood, when they were most likely to initiate this strategy, their extent of social engagement while doing so, and the particular type of memory they recalled. Participants were also asked how much this strategy improved their mood and reduced stress. Finally, they were asked to rate themselves on overall health, amount of recent stress, coping ability with stress, and life satisfaction. Frequency of accessing a happy memory related significantly to both mood uplift and stress reduction after recall, and life satisfaction. Intriguingly, the tendency to engage in this strategy while socializing was negatively correlated with life satisfaction and self-reported health. Future avenues of research were suggested.

Keywords

Emotion Regulation, Positive Psychology, Happiness, Stress, Life Satisfaction, Indian College Students.

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Kanika K. Ahuja ¹, Garima Srivastava ¹, Priyanka Padhy ¹, Nirupuma Yadav ¹

Affiliations
1 Department of Psychology, Lady Shri Ram College for Women, University of Delhi, Delhi, IN

Abstract

The present study investigated the effect of the process of leader selection (formal, random, and no leader/control) on the group performance of college students, measured through goal achievement and team maintenance, using an experimental design. A sample comprising 119 female undergraduate students at women’s college in Delhi in the age range of 18–21 years was randomly assigned to one of the three leadership selection conditions. Each condition comprised of seven sub-groups each (a total of 21 sub-groups), containing five to six participants each. After the appointment of the leader (formally or randomly), the groups participated in a desert survival task. One-way analysis of variance revealed that the group where the leader was randomly selected outperformed the group with a formally appointed leader and the group with no leader, in terms of goal achievement and team maintenance, respectively. Our findings suggest that under certain circumstances, the systematic selection of leaders may have a deleterious impact on group performance. These counterintuitive findings are discussed in the light of past and current body of organizational research.

Keywords

Leadership Selection, Formal/Random/No Leader, Team Maintenance, Goal Achievement.

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Kanika K. Ahuja ¹, Priyanka Padhy ², Garima Srivastava ²

Affiliations
1 Associate Professor, Department of Psychology, Lady Shri Ram College for Women, University of Delhi, IN
2 Assistant Professor, Department of Psychology, Lady Shri Ram College for Women, University of Delhi, IN

Abstract

This study explores sexual harassment experiences of female employees in private sector organisations in Delhi-NCR. Adopting a mixed methods approach, a 3-part survey tool was used to gather data from 206 female employees. The experiences of 20 participants who had reported sexual harassment were then qualitatively explored through semi-structured interviews. While significant differences in the experience of sexual harassment were found across marital status and age groups, no significant difference were found between women at different designation levels. Although high levels of awareness were found (80.1%), several social, attitudinal and systemic barriers prevented women from accessing complaints mechanisms and taking action. A lack of trust in the system, a tendency to normalise sexual harassment, and to change one’s own demeanour at work to prevent harassment was also observed. This indicates the need to bring about a shift in both societal and organisational attitudes to implement anti sexual harassment policies successfully.

Keywords

Workplace Sexual Harassment, Barriers, Age, Marital Status.

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Akanksha Jayant Rajguru ¹, Garima Srivastava ²

Affiliations
1 Banyan Academy of Leadership in Mental Health-Tata Institute of Social Sciences, Chennai, Tamil Nadu, IN
2 Aryabhatta College, Benito Juarez Marg, New Delhi, IN

Abstract

Homesickness is experienced by school and college students; professionals, military soldiers, prison inmates, tourists and refugees. Psychologically homesickness can be described as an adjustment disorder with physical, cognitive, behavioural and emotional symptoms. It therefore essentially has three constituents, viz., missing the home environment, adjustment difficulties and associated symptoms. The present study aimed to investigate the relationship between homesickness, sense of belongingness and perceived control in a sample of college students away from home using methodological triangulation. The sample constituted of 300 students in the age group of 17- 22 years, who are enrolled in as three-year under-graduate degree program at educational institutions in Delhi. The quantitative phase of the study involved administering the Utrecht Homesickness scale (Van Vliet, 2001); Sense of Belongingness Inventory-Psychological (Hagerty & Patusky, 1995); Spheres of Control Scale version 3 (Paulhus, 1983); and COPE inventory (Carver, Scheier, & Weintraub, 1989) followed by trend analysis, co-relational analysis, MANOVA and multiple regression analysis, using SPSS 16.0. The next phase involved analysing the outliers in greater depth and detail by means of a qualitative interview using Interpretative Phenomenological Approach. Empirical data analysis suggests that a significant declining trend was observed in the progression of homesickness over the course of three years corresponding to an increase in the personal control, interpersonal control, socio-political control and sense of belonging. A significant negative correlation was observed between homesickness and personal control, interpersonal control, socio-political control and sense of belonging. Furthermore, prominent coping strategies used by the subjects in an attempt to deal with homesickness were explored using frequency analysis. The qualitative data obtained highlighted some important aspects pertaining to the progression of homesickness, barriers to perceived control, use and evolution of coping strategies over the course of 3 years of staying away from home.

Keywords

Homesickness, Perceived Control, Sense of Belongingness, Trend Analysis, Co-Relational Analysis.

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