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Business, Management and Accounting >
International Journal on Customer Relations
Publisher:Publishing India Group
Editor in chief:Dr. Urvashi Makkar
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Browse by Volumes
Bank Email Marketing: Creating Customer Relations With Permission
Author:Vikas Nath, Nimit Gupta
Volume: 1 | Issue no: 2-2013 | Pagination: 1-7
Indian economy is changing and all the sectors are witnessing these changes in one way or the other. Indian banking sector is no exception. With more branches, planned consolidation, this service sector is changing many folds. In order to remain competitive, banks are eyeing on email marketing. There is evidence that permitted emails lead to higher satisfied customers. The purpose of this paper is to explore the usage of email marketing for enhancing customer relationship, reason for using relationship based permission marketing and maintenance of privacy among three types of banks i.e. public, private and foreign banks. The quantitative approach involved a total of 15 respondents (banking officials) selected through random sampling from the list of banks as provided by IBA (Indian Banking Association). The results showed that all banks agreed on the usage of emails for marketing of various banking products and services. It was found that public sector banks are less customers-centric in comparison to private and foreign sector banks. Finally, foreign banks are more active in maintaining of privacy of consumer's details. The paper highlights key efforts to elucidate the importance of customer centricity in banking sector. This paper is also useful for practicing relationship marketing managers and CRM (customer relationship marketing) experts across different industries including banks.
An Evaluation Of Customer Satisfaction With Botswana Television (Btv) Programming Using The Gap Model For Data Analysis
Author:Rebana Mmereki, Nkisang Moeti
Volume: 1 | Issue no: 2-2013 | Pagination: 1-10
Providing customers with the best service delivery to satisfy their needs and wants in the television industry has been a very challenging task for Botswana Television (Btv) which came in very late in the industry after many countries have long been enjoying the benefits of the industry. Btv faces criticism from clients who have been watching TV broadcast from other countries like South Africa, Zimbabwe and from DSTV. For customers to be satisfied, they usually compare their perceptions of a service experience to their expectations. Expectations which are built based on their past experience, word of mouth and advertisements which they expect to be matched or exceeded by Btv as a service provider. However, there is always a difference between what customers expect of a service and what service providers perceive that customers expect. Where perceived performance exceeds a consumer's expectations, the consumer will be satisfied, but where performance falls short of the consumer's expectations, the consumer will be dissatisfied. This research wishes to investigate to extent to which customers are satisfied with Btv programmes and proposes improvements to Btv management in order to meet such expectations.
Impact Of Online Advertisements On Students And Professional Employees: A Research On Consumer Behaviour
Author:Ramesh Babu Kakumanu
Volume: 1 | Issue no: 2-2013 | Pagination: 1-6
Online advertisements play a major role in Indian advertising industry and in the present generation, advertisers are looking for major break to go beyond traditional offline advertisements. The present literate Indian customers paved a road map for the online advertisers and they are using Internet excessively. This study is about impact of online advertisements on students and professional employees and their purchasing behaviour. This analysis is carried out to examine customer recalls of different online advertisements like size, type, layout, behaviour and product categories. The study is done by dividing the samples into two categories of Male and Female and two sub categories of Students and Working Group., This working group is again subdivided into 'Married and Unmarried'. The total sample size is 275. The data is converted into contingency table and applied cell chi-square test.
An Analysis Of Indian Consumer'S Attitude Towards Health Drinks
Author:Monica Bedi, Reeva Paul
Volume: 1 | Issue no: 2-2013 | Pagination: 1-9
The study attempts to determine the Indian consumer's preference for health drinks and the criteria used by consumers to choose health drinks. Systematic random sampling was employed to collect data from 299 respondents. The study analyzed the consumer's preference for six types.... six types of health drinks segregated on the basis of Ayurveda. For testing of hypotheses, ANOVA and paired sample t-test were employed. Brand name was found to be the most important extrinsic cue followed by price and packaging. Palatability was found to be the most important intrinsic cue followed by nutrient composition influencing purchase decision for health drinks. Past experiences were found to be the most important source of personal reference followed by doctor's and co-worker's/ friend's recommendation. In case of non-personal/ promotional cues, health magazines were found to be the most important cue followed by sales promotion measures and store displays. Remove the highlighted lines and include only the following line. The variable of age and income appears to be valid segmentation bases for segmenting the health drink industry.
A Study On Customer Satisfaction Index Of Mobile Phone Subscribers In Kerala
Author:Kannan K. S, Devi Pisharady, Bino Thomas
Volume: 1 | Issue no: 2-2013 | Pagination: 1-8
This study gives a breakthrough into the magnitude of the importance of customer service and the network coverage of the service providers within the mobile telecommunication industry. This study mainly concentrates on the six popular mobile service networks in Kerala. i.e., BSNL, Airtel, Vodafone, Tata DOCOMO, Idea, and Reliance. This study uses Berry's SERVQUAL model to analyze the quality of the service provided by the mobile service providers. The study concludes that there is significant evidence to illustrate the relationship between customer satisfaction and the services that the subscribers perceive from the service provider.
A Comparative Study Between Usa And India On Factors Affecting Online Shopping
Author:Bharti Motwani, Sharda Haryani, Sukhjeet Matharu
Volume: 1 | Issue no: 2-2013 | Pagination: 1-7
Online shopping is the process whereby consumers directly buy goods or services from a seller in real-time, without an intermediary service, over the Internet. Retailers, real estate developers, and urban planners are interested in the geographic distribution of online buyers. Hence, this study was undertaken to compare the perception of customers of India and USA regarding online shopping. 250 respondents were approached from different cities of India and USA. The respondents were asked to give the online responses for the designed questionnaire in Google doc. The results of online survey were analyzed using t-test for the different factors contributing to online shopping. A significant difference was observed for the product constituent factor, while no significant difference was observed for all other factors related to consumer perception of India and USA related to online shopping. This research paper also focuses on the difference in the perception of consumers of India and USA towards online products and online payment mechanism.
Customers Expectation From Service Quality Of Private And Public Sector Bank: A Comparitive Study
Author:Garima Srivastava And Arun Mittal
Volume: 1 | Issue no: 1-2013 | Pagination: 39-51
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.
Challenges In Implementation Of Business Process Re-Engineering In Botswana Public Hospitals
Author:Rebana N Mmereki And Kgomotso Gini Moruisi
Volume: 1 | Issue no: 1-2013 | Pagination: 32-37
Public hospitals in Botswana are faced with many challenges. Amongst them are long queues and long waiting time at the outpatients clinics. Long queues and waiting time are a result of uncoordinated internal processes. In order to address the long queues and patient waiting time, the management of one hospital introduced Business Process Reengineering (BPR). The implementation of BPR resulted in improvement as service level was at about ~87%. The change in top level of the management at the hospital led to regression of some of the gains that the hospital had experienced. The key factors which drive BPR success are top management and coherent understanding of the urgency of the situation. The purpose of this paper is to identify the causes of BPR failure and proposals of new interventions to address the problems. Failure factors which have been identified include organizational resistance, lack of organizational readiness to change, lack of training and education, problems related to commitment support and leadership, problems related to championship, problems related to integration mechanism, job's definition and responsibilities allocation, problems related to BPR resources, and ineffective use of consultants. . In conclusion it has been observed that the institution prematurely declared the success of BPR even before change became part of the institution's culture. This is reflected by the action taken by the current top management as it does not seem to personify the change effort. It is recommended that the top management get the employee buy-in and ownership; appoint and empower a champion; engage supervisors in the re-engineered departments to work with the champion; appoint a BPR team, train them and then make the team to benchmark with other public sector organizations; secure resources for BPR.
Employee'S Perception On Electronic Customer Relationship Management In Banks: An Empirical Investigation In Tamilnadu
Volume: 1 | Issue no: 1-2013 | Pagination: 26-30
Today we have an emerging concept called ECRM, a means for the companies to conduct interactive and personalized communications with customer. Companies whether they are manufacturing or are in the service, need to adopt right customer relationship strategies in order to survive in the competitive world. Banks are using ECRM tools for creating relationship with their customers. Bank employees are working with these tools and success entirely depends on the ways in which it is properly adopted and used by these employees. This study was conducted with an objective to know the employee's perception on ECRM tools and effectiveness of usage of these tools.
Financial Performance Of State Bank Of India And Icici Bank - A Comparative Study
Author:D.Padma And V.Arulmathi
Volume: 1 | Issue no: 1-2013 | Pagination: 17-24
State Bank of India (SBI) and ICICI Bank are the two largest banks in India in public and private sector. Performance and efficiency of commercial banks are the key elements of countries financial system. In view of this, the study set out to apply Profitability ratios, Solvency ratios and Management efficiency ratios on SBI and ICICI Bank in order to compare their efficiency and solvency position. On basis of the analysis, it has been found that both the banks are maintaining the required standards and running profitably. This comparative study of SBI and ICICI Bank demonstrates that there are significant differences on the performance of SBI and ICICI Bank in terms of Deposits, Advances, Investments, Net profit, and Total assets. Based on the study, it can be said that SBI have an extensive operation than ICICI Bank.
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