An Empirical Study to understand the different antecedents of relationship quality in the Indian context with reference to the mobile telecommunication sectorAn Empirical Study to understand the different antecedents of relationship quality in the Indian context with reference to the mobile telecommunication sector
|Rezumat:||The present study aims to understand the antecedents of relationship quality as well as to understand the impact of overall customer satisfaction on the quality of relationship between the customers and their service providers. Data was collected from the respondents using the survey method by distributing questionnaires to them. Satisfactory Cronbach alpha value proved instrument reliable. Based on the values of various indices, measurement model was found to have good fit. The study concludes that all six first order constructs have significant impact in determination of relationship quality between service providers and service consumers in Indian context with reference to mobile telecommunication services.|
|Publicat în:||Revista Română de Marketing 1/2011 [Volume 6, Issue 1] (ianuarie-martie)|
An Empirical Investigation of Perceptions of Customers About Quality of Services Offered by Public and Private Sector Banks
|Rezumat:||After the implementation of government policies on globalization and liberalization, the consumers have become more critical of the quality of service. Consumers are now very much aware of the alternatives available in relation to services and the provider organizations. Expectations of consumers are rising and the provider organizations should be aware of these expectations. The objective of the present study is to compare and analyze the service quality perceptions of customers about the public sector and private sector banks. The study also seeks to find the relevant dimensions of the SERVQUAL/SERVPERF scale in banking industry in Indian context. A total of 235 respondents completed the field survey, and survey was conducted in the Dehradun city of Uttrakhand state. The primary statistical techniques used in the study are Correlation analysis, Factor analysis and Multiple regression analysis. An attempt has been made here to quantitatively study the levels of the dimensions of service quality and its relation to customer service quality perceptions.|
Results of overall service quality perceptions show that public sector banks are rated high as compared to private sector banks. Exploratory factor analysis was used and five factors were extracted using the method of principal component analysis. The five factors extracted in case of public sector bank explained 78.34% of the variance; where as five factors extracted in case of private sector bank explained 77.07% of the variance. The correlation analysis results show that all the five dimensions are highly relevant for service quality perceptions in banking sector, as correlation coefficient ‘r’ values for all the dimensions range from 0.945 to 0.973. Regression analysis with overall service quality perceptions as dependent variable, and five extracted factors as independent variables was run in SPSS 17.0. Regression results show that except tangibility dimension, beta coefficient values for other four dimensions of service quality namely; empathy, reliability, assurance, responsiveness are higher in case of public sector banks. Statistically beta coefficient values for reliability, assurance dimensions are higher in case of public sector banks as compared to private sector banks. Whereas only one dimension tangibility got statistically higher beta coefficient value for private sector banks.
The present study was conducted under the null hypothesis that there is no significant difference in the service quality perceptions of public and private sector banks. Results of t-test rejected the null hypothesis, led to the inference that there is significant difference in the service quality perceptions of public and private sector banks.
In all present study arrived at a conclusion that customers perceive better quality of service for public sector banks as compared to private sector banks.
|Publicat în:||Revista Română de Marketing 2/2011 [Volume 6, Issue 2] (aprilie-iunie)|
Measuring the Impact of New Technologies through Electronic-Banking on Profitability of Banks: Evidence form Indian Banking Industry
|Rezumat:||In recent times, Indian retail banking industry has swiftly introduced innovative banking technologies and electronic-banking services. Almost all banks have invested in expanding and improving the information technology systems and a number of new electronic-banking services have been developed. The current study attempts to measure and compare the effect of the introduction of new technologies through electronic-banking on the service quality, operational efficiency, and profitability of banks, and to assess the impact of changing from the traditional means to the electronic banking on the customers and on the banks as well. Moreover, the study examines the major intention of the banks to provide these services to the customers, and discusses the effect of customers’ literacy on the provision of their services. With the help of internet, the retail banks are offering banking services to their customers through electronic medium; e-banking. The study is qualitative in nature investigating different objectives which determine the performance of banks mainly in terms of profitability. The study is based on the personal in-depth interviews of the bank managers of fourteen banks. The results of the study revealed that electronic-banking has increased the profitability of banks, enabled the banks to meet their costs and earn profits even in the short run. Customers’ illiteracy has not been found as a major hindrance in provision of their goods and services. The main motive of the banks to espouse electronic-banking is to increase their clientele and to retain them. The profitability of banks has improved in transformation from traditional way of banking to electronic-banking medium.|
|Publicat în:||Revista Română de Marketing 3/2012 [Volume 7, Issue 3] (iulie-septembrie)|