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Impact of Service
Quality on Customer Satisfaction in Public Sector and Private Sector
Banks
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J. Joshua Selvakumar,
Asst. Professor, PSG Institute of Management (PSG College of Technology),
Coimbatore, Tamil Nadu
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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
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Handyanto Widjojo,
Prasetiya Mulya, School of Business and Economics, Edutown, Indonesia
Bernardinus Realino Yudianto, Prasetiya Mulya, School of Business
and Economics, Edutown, Indonesia
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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
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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 |
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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
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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
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R. Krishnaveni,
Professor, PSG Institute of Management, Peelamedu, Coimbator, Tamil
Nadu
R. Arthi, Research Scholar, PSG Institute of Management, Peelamedu,
Coimbatore, Tamil Nadu
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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
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P Varadharajan,
Assistant Professor, PSG Institute of Management, PSG College of
Technology, Coimbatore, Tamilnadu, India
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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
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Suman. N , Research
Scholar, Department of Psychology, Bengaluru University, Bengaluru,
India
H.S. Ashok, Professor, Department of Psychology, Bengaluru University,
Bengaluru, India
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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
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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
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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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