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Purushartha Journal
Impact of Service Quality on Customer Satisfaction in Public Sector and Private Sector Banks
J. Joshua Selvakumar, Asst. Professor, PSG Institute of Management (PSG College of Technology), Coimbatore, Tamil Nadu

Service Quality in banking sector is the most important criteria and asset for evaluating and satisfying customers and thereby increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal role. Prior research suggests that customer perceptions and expectations are more likely to be different across service sectors. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in public and private banks in India. By realizing the gap between the perceived and actual service quality, customer satisfaction can be extremely improved.

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Factors Considered by Indonesian Youth in Buying Green Product

Handyanto Widjojo, Prasetiya Mulya, School of Business and Economics, Edutown, Indonesia
Bernardinus Realino Yudianto, Prasetiya Mulya, School of Business and Economics, Edutown, Indonesia

Purpose : This study aim to understand factors considered by young consumers in Indonesia when buy green-products.
Design/methodology : Descriptive quantitative approach is applied to this study. The respondents are 501 college students, chosen by convenient non-probability sampling through self-administered off-line and on-line survey. Then, the data is analyzed using factor analyses.

Findings : Seven factors were identified in buying perceived green products. They are personal value, motivation (internal factors) and references, packaging, label, community, information at the outlet (external factors).
Research limitations : The object of the study, Indonesian youth were only taken from several leading universities in three major cities in Indonesia. In the future, definition about a perceived green product needs to be stated clearly. This is because a specific industry carries a unique definition regarding such product.

Practical implications : Companies, green-concern institutions, educators and government can do better approach to the young consumers to stimulate green-product purchase by knowing the considered factors

Social Implications : As a potential future actors, both as target market or marketers, Indonesian youth awareness on consuming green-products can positively contributes to build a pro-environmental lifestyle .

Originality/value : This research provides derived etic findings as a fundamental knowledge about considered factors in Indonesian young consumers when buy green products with various references framework.

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Srimad Bhagavad Gita Guidelines for Ethical Wealth Maximization: An Empirical Study on its Impact on Business Stakeholders

B .Chandra Mohan Patnaik, Associate Professor, School of Management, KIIT University, Bhubaneswar, Odisha
Ipseeta Satpathy, Professor, School of Management, KIIT University, Bhubaneswar; Odisha
Chandrabhanu Das, Research Scholar, School of Management, KIIT University, Bhubaneswar, Odisha

The paper attempts to evaluate the inclination of Business Stakeholders towards Ethical Wealth Maximization Practices guided by the teachings of Srimad Bhagavad Gita. Wealth Maximization of Stakeholders being the primary goal for survival in today's business environment, the senior management may be tempted for unethical means to improve the wealth within a short period. When these unethical practices come to knowledge of Regulatory authorities the penalties for these offences are huge loss in Reputation and Stakeholder Confidence leading to erosion of Stakeholders Wealth. The recent scams of Satyam Computers and Bhushan Steel bear evidence to this. Taking a cue from these facts a spiritual learning methodology based on Bhagavad Gita was designed in the form of three pillars of ethical wealth maximization practices. The First pillar discusses about Satvik Personality for Tranquility of Mind and taking prudent business decisions. The second pillar teaches one to be Stitha-Pragyna in the face of adverse business conditions accepting change as the law of universe. The Third pillar preaches Karma yoga transforming a person from result oriented to action oriented dedicating the results to God and detaches the Stakeholder's personal interest from the business entity.
The Study involved data collection from the four stakeholders' i.e. Investors, Creditors, Customers and Employees from 5 Listed Companies in Eastern India. These stakeholders were designated as four subgroups with 85 respondents selected randomly from a sample of 150 participants within each subgroup. Questions were assessed using Five point Likert scale before and after the distribution of pamphlets describing these three pillars of Ethical wealth maximization to respondents. Statistical analysis was done in form of t-tests using SPSS to determine the significance of mean differences between the pre-test and post- test for participants assimilating the learning of Bhagavad Gita through this method. Findings emanating from this study confirm a significant self-realization for Ethical Wealth Maximization practices. Based on this research finding it can be concluded that by transformation of thought processes through spiritual learning businesses can be ethically steered towards excellence.

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Identifying Factors Supporting Effective Performance of Expatriates in Host Country: A Perceptional Analysis
R. Krishnaveni, Professor, PSG Institute of Management, Peelamedu, Coimbator, Tamil Nadu
R. Arthi, Research Scholar, PSG Institute of Management, Peelamedu, Coimbatore, Tamil Nadu

With Globalization and expatriate's increasing presence in global, environment it has become imperative to investigate and understand the expatriates concerns for their effective performance. The study tries to bring out all the aspects and factors that overall supports the success of the expatriate assignment. The expat experience has been investigated in the Indian context, using extensive literature review and expatriates interview. The various factors critical to expatriate's performance are qualitatively analyzed. The insights will facilitate better performance of expatriates in the host country, making the Indian assignment a favorable one. A unique three-dimensional (Organizational, Indian National, and Expatriate) model is proposed.
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Economic Development of Rural Population through Capital Market Inclusion in Coimbatore, India

P Varadharajan, Assistant Professor, PSG Institute of Management, PSG College of Technology, Coimbatore, Tamilnadu, India


There are many ways in developing the economy, one among them is investing in stock markets, when people invest money for their benefits and returns they always prefer banks and other chit funds but not the stock markets. In this research rural population of Coimbatore were taken as stake holders and we surveyed the tax -payers of this population. A model was proposed based on these constructs and the same is analyzed to find the preventing factors. It was found that the stakeholders have very low investment experience and poor knowledge on stock markets, apart from this they have belief that markets may turn upside down in no time which makes them feel unsecured. But above all these barriers they have an investment objective in which they expect short -term returns for their investments, this can be made possible by investing in stocks. With this objective if we educate them about the trends and the ease of trading in stock markets we can make them invests in equities.
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Relevance of Purusharthas in Understanding Values and Motivations of Professionals
Suman. N , Research Scholar, Department of Psychology, Bengaluru University, Bengaluru, India
H.S. Ashok, Professor, Department of Psychology, Bengaluru University, Bengaluru, India

Empirical studies and research shows a strong connection between personality traits, value structures, motivational patterns and behavior exhibit. In the present article, we have considered Purusharthas as values representing Indian way of life. In addition to this, method of tool development based on Purushartha philosophy has been explained in order to understand how Purushartha orientations were analysed and interpreted among three vocations (Teachers, Doctors and Business professionals) who participated in the Research activity as respondents.

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Ethical Leadership: The Need for a New Approach in Retail

Pallavi Pandey, Junior Research Fellow, Department of Management Studies, Indian School of Mines, Dhanbad, India
Saumya Singh, Associate Professor, Department of Management Studies, Indian School of Mines, Dhanbad, India,
Pramod Pathak, Professor & Head, Department of Management Studies, Indian School of Mines, Dhanbad, India

The belief that the only goal of organisations now a days is to make profits for its shareholders holds no truth in 21s t Century. There are other and more important considerations to be taken into account. Human Resource management is one of those.
Managing employees in the present situation is becoming difficult because of a number of reasons. An employee today is more careerist than his yesteryears counterparts and the resultant intrapersonal conflict leads to ethical dilemmas affecting his performance.
This in the present century will involve a different approach and therefore different attributes, knowledge and skills of retail managers. A new leadership style will be required. However, no particular leadership theories and models have been specifically adopted by the retail firms. Scant literature has prompted us to carry out a fundamental study on how leadership styles can be beneficial in addressing ethical concerns at workplace. Accordingly, the focus of this paper is on the characteristics of ethical leadership and how this new leadership style may fit in the needs of successful retail leaders in the 21st century. A secondary research was carried out to understand the concept of Ethical Leadership and how its implementation has significantly affected different organisations in a positive ways.
Characteristics identified by this study relate closely to those of ethical leadership. This paper presents a model in which we have tried to explain how an ethical leader can help sales people deal with situations that are ethically troublesome, consequently, leading to retention.

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