Services Marketing in a Changing Environment PDF Download
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Author: Thomas M. Bloch
Publisher:
ISBN:
Category : Marketing
Languages : en
Pages : 148
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Book Description
Author: Thomas M. Bloch
Publisher:
ISBN:
Category : Marketing
Languages : en
Pages : 148
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Book Description
Author: Peter M. Nardi
Publisher: Routledge
ISBN: 131726097X
Category : Social Science
Languages : en
Pages : 269
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Book Description
The significantly updated third edition of this short, practical book prepares students to write a questionnaire, generate a sample, conduct their own survey research, analyse data, and write up the results, while learning to read and interpret excerpts from published research. It combines statistics and survey research methods in a single book.
Author: Paul Kunst
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Author: Dr Aloysius O.C
Publisher: Archers & Elevators Publishing House
ISBN: 938880516X
Category : Antiques & Collectibles
Languages : en
Pages :
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Book Description
Author: E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran
Publisher: Archers & Elevators Publishing House
ISBN: 9385640666
Category : Antiques & Collectibles
Languages : en
Pages :
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Book Description
Author: Laly Antoney
Publisher: Prem Jose
ISBN: 1711053279
Category : Reference
Languages : en
Pages :
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Book Description
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Author: Dr.C.Suresh
Publisher: Archers & Elevators Publishing House
ISBN: 8193856562
Category : Antiques & Collectibles
Languages : en
Pages :
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Book Description
Author: Kaveh Abhari
Publisher: European Alliance for Innovation
ISBN: 1631902016
Category : Social Science
Languages : en
Pages : 650
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Book Description
This book constitutes a through refereed proceedings of the International Conference on Economics, Management, Accounting and Business - 2018, held on October, 8-9, 2018 at Universitas Muhammadiyah Sumatera Utara, Medan, Indonesia. The conference was organized by Faculty of Economics and Business Universitas Muhammadiyah Sumatera Utara. The 74 full papers presented were carefully reviewed and selected from 152 submissions. The scope of the paper includes the followings: Management, Economics/Sharia Economics, Accounting/Sharia Accounting, Taxation, Digital Technology, Human Resource Management, Marketing, Financial, Banking/Sharia Banking, Education (Economics, Accounting), Assurance/Assurance Sharia, Actuaria, Information Technology, Agricultural Economic, Entrepreneurship Technology, Business/Entrepreneurship, Internet Marketing/e-Business.
Author: M. Joseph Sirgy
Publisher: Praeger
ISBN:
Category : Computers
Languages : en
Pages : 256
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Book Description
Self-Congruity provides a comprehensive understanding of the self-concept, integrating the many references to it in the psychological literature. Using his previous findings, the author considers cognitive-versus-affective phenomena, and intrapersonal, interpersonal, situational, and analytic modes. He then applies his integrated theory to the problem of change in self-concept and behavior.
Author: P. Tamizhselvan
Publisher: GRIN Verlag
ISBN: 3346944905
Category : Business & Economics
Languages : en
Pages : 240
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Book Description
Doctoral Thesis / Dissertation from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, grade: Commended, Bharathiar University (Tamil Nadu Institute of Urban Studies), course: Ph.D, language: English, abstract: The consumer attitude towards the various financial services products in the past was very passive and attracted less interest. But after the advent of technology and new forms of internet-based Banking, have had a great impact on consumer's attitudes and how they purchase financial products and services. The financial services providers are not certain of retaining their customers and have resorted to the traditional technique of the relationships building and loyalty practices. This makes it all the more important for financial services providers to understand the attitudes of customers and influence their decision-making and behavioral patterns. Consumers tend to search for product information either explicitly or implicitly depend on the attention, perception and other environmental cues related to information on the product. In literature, the choice of a mortgage is conceptualized as a function of value, prepayment, points, type of mortgage sought, etc. A prerequisite for consumers to make good decisions is to have all the relevant information therefore Banks must adopt a mandatory disclosure policy to facilitate this information search.
