The document discusses customer loyalty and relationship management in the stock broking industry in India. It provides an overview of the evolution of stock broking in India from a broker-driven market to today's customer-centric environment where customers have more choice and control. Maintaining customer loyalty and relationships is now critical for stock brokers' long-term success. The document reviews different dimensions of customer loyalty and relationships that brokers need to consider, such as satisfaction, referrals, switching costs, and varying levels of customers' desire for relationships.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
Effects of service quality and salespersonTapan Panda
This document summarizes a research study that examines the effects of service quality and salesperson characteristics on consumer trust and relationship commitment among life insurance buyers in India. It presents two models - one linking service quality to trust and commitment, and another adding salesperson characteristics as a mediating variable. The study uses structural equation modeling to test the hypotheses and relationships between the variables. 663 insurance buyers provided data to measure constructs like service quality, trust, salesperson expertise/power, and relationship commitment. The results validated the models and provided insights into how these factors interact in the Indian insurance context.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
Attaining Customer Satisfaction! The Role of Customer Value and Relation Base...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing among insurance policy holders in Peshawar, Pakistan. The study examines how customer value, derived from product benefits, brand image, personal benefits, and service benefits, as well as relationship marketing factors like bonding, tangibility, empathy, reciprocity, trust, commitment, communication, and conflict handling, influence customer satisfaction. A literature review covers customer satisfaction, customer value, and relationship marketing. Hypotheses are presented relating these concepts. A research framework shows customer satisfaction as the dependent variable, with customer value and its antecedents as independent variables. The methodology discusses data collection through questionnaires and secondary sources, a sample size of
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
- High levels of customer dissatisfaction with service quality in restaurants poses a challenge for the industry. One proposed approach is for restaurants to offer service guarantees to demonstrate they will deliver a satisfying dining experience.
- Previous studies have identified key criteria customers use in choosing restaurants, such as food quality, service, price, and atmosphere. However, these studies did not examine whether service guarantees impact customer choice.
- The literature discusses theories on how service guarantees may increase customer satisfaction by improving business focus and standards. However, guarantees may not benefit all restaurants and could reduce perceptions of lower-quality establishments. This study aims to address the gap in understanding how service guarantees influence customer choice.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
Effects of service quality and salespersonTapan Panda
This document summarizes a research study that examines the effects of service quality and salesperson characteristics on consumer trust and relationship commitment among life insurance buyers in India. It presents two models - one linking service quality to trust and commitment, and another adding salesperson characteristics as a mediating variable. The study uses structural equation modeling to test the hypotheses and relationships between the variables. 663 insurance buyers provided data to measure constructs like service quality, trust, salesperson expertise/power, and relationship commitment. The results validated the models and provided insights into how these factors interact in the Indian insurance context.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
Attaining Customer Satisfaction! The Role of Customer Value and Relation Base...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing among insurance policy holders in Peshawar, Pakistan. The study examines how customer value, derived from product benefits, brand image, personal benefits, and service benefits, as well as relationship marketing factors like bonding, tangibility, empathy, reciprocity, trust, commitment, communication, and conflict handling, influence customer satisfaction. A literature review covers customer satisfaction, customer value, and relationship marketing. Hypotheses are presented relating these concepts. A research framework shows customer satisfaction as the dependent variable, with customer value and its antecedents as independent variables. The methodology discusses data collection through questionnaires and secondary sources, a sample size of
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
- High levels of customer dissatisfaction with service quality in restaurants poses a challenge for the industry. One proposed approach is for restaurants to offer service guarantees to demonstrate they will deliver a satisfying dining experience.
- Previous studies have identified key criteria customers use in choosing restaurants, such as food quality, service, price, and atmosphere. However, these studies did not examine whether service guarantees impact customer choice.
- The literature discusses theories on how service guarantees may increase customer satisfaction by improving business focus and standards. However, guarantees may not benefit all restaurants and could reduce perceptions of lower-quality establishments. This study aims to address the gap in understanding how service guarantees influence customer choice.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
Impact of using relationship marketing strategies on customers loyalty study ...Alexander Decker
This document summarizes a study on the impact of relationship marketing strategies on customer loyalty for customers of Saudi Telecom Company (STC) in Riyadh, Saudi Arabia. The study found that financial and structural bonds between STC and customers were key factors in obtaining customer loyalty, while social bonds did not have a statistical relationship with loyalty. It also found differences in loyalty levels due to income and gender. The document provides background on relationship marketing and strategies like financial, social, and structural bonds that aim to retain customers long-term.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The document discusses the impact of economic recession on customer loyalty to retail outlets. It provides background on customer loyalty and discusses how the recent recession in Zimbabwe affected consumer preferences, incomes, and unemployment. The objective is to assess how customer loyalty to retail has changed during the recession by exploring customer satisfaction and loyalty patterns. Prior studies found recession decreased loyalty as company performance worsened. The document outlines the research methodology, which will use questionnaires and quantitative analysis to understand how demographic factors like age, gender, and education influence customer loyalty trends during economic downturns.
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
This document provides an introduction and literature review for a study on the impact of service failures on brand loyalty. The study aims to examine how service failures affect three key variables of brand loyalty: satisfaction, trust, and commitment. It proposes eight hypotheses around the relationships between these variables and brand loyalty in the context of a service failure. The literature review defines brand loyalty and discusses previous research relating satisfaction, trust, and commitment to brand loyalty. It argues that while satisfaction has some initial connection, trust and commitment produce a more durable loyal relationship. The document provides background and rationale for studying how service failures influence these important variables of brand loyalty.
This document proposes a research study on customer loyalty within the retail sector. The study will use both secondary and primary research to explore the factors that influence customer loyalty for fast moving consumer goods. A survey and interviews will be conducted to understand customer purchase patterns, attitudes, and perceptions regarding brand loyalty. The research aims to identify the key determinants of customer loyalty and how it can be measured and improved within the retail context.
This document summarizes a research study that evaluated the effect of customer relationship management (CRM) strategies on customer loyalty in shipping companies in Lagos State, Nigeria. The study examined how relationship development, complaint handling, and customer technology adoption affected customer patronage, repeated patronage, and satisfaction. The study found positive and significant effects of all three CRM strategies on customer loyalty. It concluded that CRM positively impacts customer loyalty in shipping companies and recommended that companies develop strong customer relationships and be committed to customer service to ensure repeated business.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
This document discusses communication between distributed systems using Google infrastructure. It provides an overview of Google's distributed systems, including the Google File System (GFS) and Google App Engine. GFS is optimized for Google's data storage and processing needs. It uses large 64MB chunks and a master-chunkserver architecture to provide reliable, scalable access to data. Google App Engine allows hosting of dynamic web applications and provides execution environments, static file serving, a scalable datastore, and access to Bigtable for large-scale data storage. It handles automatic scaling of applications in response to traffic.
The document discusses finite element modeling of piled raft foundations in sand using MIDAS GTS software. It analyzes unpiled and piled raft foundations with different sizes and thicknesses, subject to various vertical load intensities. For unpiled rafts ranging from 8x8m to 15x15m, normalized settlement values ranged from 1.03-1.17mm and 0.66-0.83mm respectively. Piled raft analyses with 8x8m rafts and 0.25-3m thicknesses resulted in maximum settlements of 66-63mm. Parametric studies examined effects of raft thickness, pile spacing, number of piles, and loading on settlement behavior. Results provide design
This document discusses enhancing biometric authentication for network security using iris recognition. It proposes using iris biometrics to generate secure authentication keys. The methodology involves preprocessing iris images, extracting minutiae feature points from the iris, generating a secret key from the minutiae, and using the key to encrypt and authenticate network access. Experimental results on two iris image datasets show the method effectively provides network security through iris-based encryption and authentication.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
Impact of using relationship marketing strategies on customers loyalty study ...Alexander Decker
This document summarizes a study on the impact of relationship marketing strategies on customer loyalty for customers of Saudi Telecom Company (STC) in Riyadh, Saudi Arabia. The study found that financial and structural bonds between STC and customers were key factors in obtaining customer loyalty, while social bonds did not have a statistical relationship with loyalty. It also found differences in loyalty levels due to income and gender. The document provides background on relationship marketing and strategies like financial, social, and structural bonds that aim to retain customers long-term.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The document discusses the impact of economic recession on customer loyalty to retail outlets. It provides background on customer loyalty and discusses how the recent recession in Zimbabwe affected consumer preferences, incomes, and unemployment. The objective is to assess how customer loyalty to retail has changed during the recession by exploring customer satisfaction and loyalty patterns. Prior studies found recession decreased loyalty as company performance worsened. The document outlines the research methodology, which will use questionnaires and quantitative analysis to understand how demographic factors like age, gender, and education influence customer loyalty trends during economic downturns.
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
This document provides an introduction and literature review for a study on the impact of service failures on brand loyalty. The study aims to examine how service failures affect three key variables of brand loyalty: satisfaction, trust, and commitment. It proposes eight hypotheses around the relationships between these variables and brand loyalty in the context of a service failure. The literature review defines brand loyalty and discusses previous research relating satisfaction, trust, and commitment to brand loyalty. It argues that while satisfaction has some initial connection, trust and commitment produce a more durable loyal relationship. The document provides background and rationale for studying how service failures influence these important variables of brand loyalty.
This document proposes a research study on customer loyalty within the retail sector. The study will use both secondary and primary research to explore the factors that influence customer loyalty for fast moving consumer goods. A survey and interviews will be conducted to understand customer purchase patterns, attitudes, and perceptions regarding brand loyalty. The research aims to identify the key determinants of customer loyalty and how it can be measured and improved within the retail context.
This document summarizes a research study that evaluated the effect of customer relationship management (CRM) strategies on customer loyalty in shipping companies in Lagos State, Nigeria. The study examined how relationship development, complaint handling, and customer technology adoption affected customer patronage, repeated patronage, and satisfaction. The study found positive and significant effects of all three CRM strategies on customer loyalty. It concluded that CRM positively impacts customer loyalty in shipping companies and recommended that companies develop strong customer relationships and be committed to customer service to ensure repeated business.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
This document discusses communication between distributed systems using Google infrastructure. It provides an overview of Google's distributed systems, including the Google File System (GFS) and Google App Engine. GFS is optimized for Google's data storage and processing needs. It uses large 64MB chunks and a master-chunkserver architecture to provide reliable, scalable access to data. Google App Engine allows hosting of dynamic web applications and provides execution environments, static file serving, a scalable datastore, and access to Bigtable for large-scale data storage. It handles automatic scaling of applications in response to traffic.
The document discusses finite element modeling of piled raft foundations in sand using MIDAS GTS software. It analyzes unpiled and piled raft foundations with different sizes and thicknesses, subject to various vertical load intensities. For unpiled rafts ranging from 8x8m to 15x15m, normalized settlement values ranged from 1.03-1.17mm and 0.66-0.83mm respectively. Piled raft analyses with 8x8m rafts and 0.25-3m thicknesses resulted in maximum settlements of 66-63mm. Parametric studies examined effects of raft thickness, pile spacing, number of piles, and loading on settlement behavior. Results provide design
This document discusses enhancing biometric authentication for network security using iris recognition. It proposes using iris biometrics to generate secure authentication keys. The methodology involves preprocessing iris images, extracting minutiae feature points from the iris, generating a secret key from the minutiae, and using the key to encrypt and authenticate network access. Experimental results on two iris image datasets show the method effectively provides network security through iris-based encryption and authentication.
This document summarizes a research paper that proposes a vehicle black box system using sensors for driver assistance and accident alerts. The system would use an accelerometer, GPS, and GSM module to detect if an accident occurs. If an accident is detected, the system would send SMS messages with the vehicle's location to emergency contacts and services after a 1 minute delay. This would help provide faster emergency response. The document discusses the design of the system and algorithms for location tracking and distance calculation that would be used. It also reviews other related literature on using sensor data for accident analysis and surveillance.
This document summarizes a research article that proposes a wavelet-based method for denoising evoked potentials (EPs) recorded from electroencephalograms (EEGs) in order to analyze single trial responses. It begins with background on EPs and challenges with single trial analysis. It then describes conducting EEG recordings during visual and auditory oddball tasks. The proposed method uses wavelet transforms to decompose EEG signals, then applies inter- and intra-scale variability of wavelet coefficients to identify and retain coefficients corresponding to EPs while removing those corresponding to background EEG activity. The method is tested on simulated and real ERP data, showing improved single trial response observation over standard techniques.
This document summarizes an article from the International Journal of Management that discusses the importance of information and communication technology (ICT) in improving the quality of education, especially in rural areas of developing countries like India. It outlines how ICT can increase access to education, improve teaching quality, and help create knowledgeable and skilled citizens. The document also discusses the current state of ICT in Indian education, the role of education in developing a knowledge-based society and economy, and how ICT can help make education systems more efficient.
Anti-Austerity Alliance meeting, 11 January 2014Conor McCabe
Dr. Conor McCabe spoke at an anti-austerity meeting about who benefits from austerity. He discussed how financialization has increased the importance of financial markets and institutions in the economy. Since the 1970s, there has been a monetarist revolution, a war on labor in the 1980s, and credit being used as a wage substitute in the 1990s and 2000s. Currently, there is open conflict over monetary policy again. Kathleen Lynch then discussed how equality bodies in Ireland have faced budget cuts or been closed, including the Combat Poverty Agency, Equality Authority, and supports for travelers, women's refuges, and people with disabilities. She said those who benefit from austerity are those involved
Hydraulics now a days is a very distinguished area which has lot of major challenges often came in its
progress due to the realistic changes affecting on applicable working fluid viz. Water. Most occasions,
Water can be easily available but in certain times it may be scarce also. The available water vary according
to its properties. It exists in normal conditions as well as salty or hardy due to deposits. Majority of Water
is contaminated with minerals, dust or dirt. Often pure water which may be acidic or alkaline can be used
for making discharges through the Turbines
Factors influencing guests’ loyalty behaviour a case study of selected hotelsIAEME Publication
This document summarizes an article from the International Journal of Management (IJM) about factors that influence guest loyalty in hotels. It discusses how customer satisfaction, loyalty programs, trust, and recommendations from others can impact whether guests choose the same hotels again. The study aims to identify these key factors by surveying guests at luxury hotels in Delhi, India.
This document discusses customer relationship management (CRM) and its importance for service companies. It defines CRM as identifying, establishing, maintaining and enhancing relationships with customers and other stakeholders for mutual benefit and profit. Building strong relationships requires fulfilling promises to customers and providing a quality experience that earns their loyalty over time. The document also discusses how companies can measure customer satisfaction through surveys, complaint tracking, and analyzing data to better understand customer needs and improve performance.
Determinants of customer loyalty factors and its impact in consumer durable w...iaemedu
This document summarizes an article from the International Journal of Management (IJM) about a study on the determinants of customer loyalty factors in the consumer durable white goods market in Chennai, India. The study uses a questionnaire to identify variables of customer loyalty and regression analysis to determine the key factors, which include delivering on promises, providing accurate brand information, value, good brand choice, handling problems well, consistent service, lowest price, quick transactions, need fulfillment, rewards programs, and properly resolving complaints. The outcomes of the research are intended to help practitioners, planners, policymakers, and academics involved in this area.
A Research Proposal The Relationship Between Customer Satisfaction And Consu...Brooke Heidt
This document is a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It begins with an abstract that outlines the purpose, methodology, and hypothesis of the study. The introduction provides background on the importance of customer satisfaction and loyalty for banks. The literature review defines key concepts like customer satisfaction, customer loyalty, and service quality. It also discusses research showing a relationship between satisfaction and loyalty. The methodology section describes how data will be collected through a survey and analyzed to test the hypothesis that there is a positive relationship between customer satisfaction and loyalty.
The document investigates the relationships between corporate social responsibility (CSR), customer loyalty, and customer satisfaction in the Indian banking sector. A survey was administered to 1,067 bank customers. Data analysis using partial least squares structural equation modeling found that:
1) CSR has a significant positive relationship with customer satisfaction and customer loyalty.
2) Customer satisfaction positively influences customer loyalty.
3) Both customer satisfaction and loyalty positively impact perceptions of a bank's CSR.
The study provides evidence that CSR initiatives can strengthen customer relationships and benefit banks in India by improving satisfaction and loyalty.
Organizational customers’ retention strategies on customer satisfaction case ...Alexander Decker
This document summarizes a research study that examined customer retention strategies at Equity Bank's Thika branch in Kenya. The study found that service quality has a significant impact on customer retention, while demographic factors like age, gender, education, and marital status do not influence retention. Additionally, the bank's stability, reliability, and community involvement also influence customer retention. The document recommends that banks focus on service quality improvements like operating hours, speed of service, responsiveness, and staff communication to boost retention.
The document summarizes a study on the impact of after-sales service on customer satisfaction and loyalty in the automotive industry. It discusses key topics like customer satisfaction, loyalty, after-sales service, product support, and presents data from a survey of 120 automotive after-sales service customers. The results indicate that after-sales service has a positive effect on customer satisfaction and loyalty, and higher after-sales service satisfaction is correlated with greater customer loyalty. Different companies' approach to after-sales service delivery can significantly impact customer satisfaction levels.
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...IRJET Journal
The document discusses customer loyalty and its impact on business. It defines customer loyalty as repeat purchasing and positive word-of-mouth promotion. Customer satisfaction is key to developing loyal customers. The objectives are to study aspects of customer loyalty and understand its origins and implications. A literature review covers definitions of loyalty, factors that influence satisfaction like expectations and fairness, and common loyalty programs in industries. Research questions are raised about how networks and programs can build loyalty profitably. The implications are that the research provides a framework to assess loyalty programs and help managers utilize limited resources effectively to understand customer satisfaction and loyalty levels.
Supply Chain Management Of Rice In India: A Rice Processing Company's Perspec...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing. The study was conducted with 150 insurance policy holders in Peshawar, Pakistan. The study found that value-added services and effective conflict handling were major contributors to customer satisfaction. Relationship marketing plays a vital role in the insurance industry due to its long-term service nature. Building strong relationships between suppliers, distributors, and customers can increase returns for companies.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
This document presents a research paper on components of brand credibility that drive consumer loyalty in the garment industry. The paper aims to identify key determinants and consequences of brand credibility specifically for the garment industry. A literature review is presented on topics like word-of-mouth, customer satisfaction, brand, brand value, brand innovativeness, and their relationship to brand credibility and consumer loyalty. The paper describes the research methodology used, including a sample survey of 100 customers of major garment showrooms. Preliminary results indicate that Reliance Trends is the most top-of-mind brand for respondents when thinking of clothes.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
International Journal of Humanities and Social Science Invention (IJHSSI)inventionjournals
is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
This document summarizes a research paper on developing strategies to increase customer loyalty for the clothing brand Wlack&Bhite through customer engagement. The paper conducted an analysis of Wlack&Bhite's external environment using PESTLE, Porter's Five Forces, and competitor analysis. An internal analysis using the resource-based view, VRIO, segmentation/targeting/positioning, and the marketing mix was also done. Research found that customer engagement, particularly attention, has a significant impact on behavioral loyalty. The paper proposes using customer engagement strategies like identification, attention, enthusiasm, absorption, and interaction to strengthen loyalty.
Submission Deadline: 30th September 2022
Acceptance Notification: Within Three Days’ time period
Online Publication: Within 24 Hrs. time Period
Expected Date of Dispatch of Printed Journal: 5th October 2022
MODELING AND ANALYSIS OF SURFACE ROUGHNESS AND WHITE LATER THICKNESS IN WIRE-...IAEME Publication
White layer thickness (WLT) formed and surface roughness in wire electric discharge turning (WEDT) of tungsten carbide composite has been made to model through response surface methodology (RSM). A Taguchi’s standard Design of experiments involving five input variables with three levels has been employed to establish a mathematical model between input parameters and responses. Percentage of cobalt content, spindle speed, Pulse on-time, wire feed and pulse off-time were changed during the experimental tests based on the Taguchi’s orthogonal array L27 (3^13). Analysis of variance (ANOVA) revealed that the mathematical models obtained can adequately describe performance within the parameters of the factors considered. There was a good agreement between the experimental and predicted values in this study.
A STUDY ON THE REASONS FOR TRANSGENDER TO BECOME ENTREPRENEURSIAEME Publication
The study explores the reasons for a transgender to become entrepreneurs. In this study transgender entrepreneur was taken as independent variable and reasons to become as dependent variable. Data were collected through a structured questionnaire containing a five point Likert Scale. The study examined the data of 30 transgender entrepreneurs in Salem Municipal Corporation of Tamil Nadu State, India. Simple Random sampling technique was used. Garrett Ranking Technique (Percentile Position, Mean Scores) was used as the analysis for the present study to identify the top 13 stimulus factors for establishment of trans entrepreneurial venture. Economic advancement of a nation is governed upon the upshot of a resolute entrepreneurial doings. The conception of entrepreneurship has stretched and materialized to the socially deflated uncharted sections of transgender community. Presently transgenders have smashed their stereotypes and are making recent headlines of achievements in various fields of our Indian society. The trans-community is gradually being observed in a new light and has been trying to achieve prospective growth in entrepreneurship. The findings of the research revealed that the optimistic changes are taking place to change affirmative societal outlook of the transgender for entrepreneurial ventureship. It also laid emphasis on other transgenders to renovate their traditional living. The paper also highlights that legislators, supervisory body should endorse an impartial canons and reforms in Tamil Nadu Transgender Welfare Board Association.
BROAD UNEXPOSED SKILLS OF TRANSGENDER ENTREPRENEURSIAEME Publication
Since ages gender difference is always a debatable theme whether caused by nature, evolution or environment. The birth of a transgender is dreadful not only for the child but also for their parents. The pain of living in the wrong physique and treated as second class victimized citizen is outrageous and fully harboured with vicious baseless negative scruples. For so long, social exclusion had perpetuated inequality and deprivation experiencing ingrained malign stigma and besieged victims of crime or violence across their life spans. They are pushed into the murky way of life with a source of eternal disgust, bereft sexual potency and perennial fear. Although they are highly visible but very little is known about them. The common public needs to comprehend the ravaged arrogance on these insensitive souls and assist in integrating them into the mainstream by offering equal opportunity, treat with humanity and respect their dignity. Entrepreneurship in the current age is endorsing the gender fairness movement. Unstable careers and economic inadequacy had inclined one of the gender variant people called Transgender to become entrepreneurs. These tiny budding entrepreneurs resulted in economic transition by means of employment, free from the clutches of stereotype jobs, raised standard of living and handful of financial empowerment. Besides all these inhibitions, they were able to witness a platform for skill set development that ignited them to enter into entrepreneurial domain. This paper epitomizes skill sets involved in trans-entrepreneurs of Thoothukudi Municipal Corporation of Tamil Nadu State and is a groundbreaking determination to sightsee various skills incorporated and the impact on entrepreneurship.
DETERMINANTS AFFECTING THE USER'S INTENTION TO USE MOBILE BANKING APPLICATIONSIAEME Publication
The banking and financial services industries are experiencing increased technology penetration. Among them, the banking industry has made technological advancements to better serve the general populace. The economy focused on transforming the banking sector's system into a cashless, paperless, and faceless one. The researcher wants to evaluate the user's intention for utilising a mobile banking application. The study also examines the variables affecting the user's behaviour intention when selecting specific applications for financial transactions. The researcher employed a well-structured questionnaire and a descriptive study methodology to gather the respondents' primary data utilising the snowball sampling technique. The study includes variables like performance expectations, effort expectations, social impact, enabling circumstances, and perceived risk. Each of the aforementioned variables has a major impact on how users utilise mobile banking applications. The outcome will assist the service provider in comprehending the user's history with mobile banking applications.
ANALYSE THE USER PREDILECTION ON GPAY AND PHONEPE FOR DIGITAL TRANSACTIONSIAEME Publication
Technology upgradation in banking sector took the economy to view that payment mode towards online transactions using mobile applications. This system enabled connectivity between banks, Merchant and user in a convenient mode. there are various applications used for online transactions such as Google pay, Paytm, freecharge, mobikiwi, oxygen, phonepe and so on and it also includes mobile banking applications. The study aimed at evaluating the predilection of the user in adopting digital transaction. The study is descriptive in nature. The researcher used random sample techniques to collect the data. The findings reveal that mobile applications differ with the quality of service rendered by Gpay and Phonepe. The researcher suggest the Phonepe application should focus on implementing the application should be user friendly interface and Gpay on motivating the users to feel the importance of request for money and modes of payments in the application.
VOICE BASED ATM FOR VISUALLY IMPAIRED USING ARDUINOIAEME Publication
The prototype of a voice-based ATM for visually impaired using Arduino is to help people who are blind. This uses RFID cards which contain users fingerprint encrypted on it and interacts with the users through voice commands. ATM operates when sensor detects the presence of one person in the cabin. After scanning the RFID card, it will ask to select the mode like –normal or blind. User can select the respective mode through voice input, if blind mode is selected the balance check or cash withdraw can be done through voice input. Normal mode procedure is same as the existing ATM.
IMPACT OF EMOTIONAL INTELLIGENCE ON HUMAN RESOURCE MANAGEMENT PRACTICES AMONG...IAEME Publication
There is increasing acceptability of emotional intelligence as a major factor in personality assessment and effective human resource management. Emotional intelligence as the ability to build capacity, empathize, co-operate, motivate and develop others cannot be divorced from both effective performance and human resource management systems. The human person is crucial in defining organizational leadership and fortunes in terms of challenges and opportunities and walking across both multinational and bilateral relationships. The growing complexity of the business world requires a great deal of self-confidence, integrity, communication, conflict and diversity management to keep the global enterprise within the paths of productivity and sustainability. Using the exploratory research design and 255 participants the result of this original study indicates strong positive correlation between emotional intelligence and effective human resource management. The paper offers suggestions on further studies between emotional intelligence and human capital development and recommends for conflict management as an integral part of effective human resource management.
VISUALISING AGING PARENTS & THEIR CLOSE CARERS LIFE JOURNEY IN AGING ECONOMYIAEME Publication
Our life journey, in general, is closely defined by the way we understand the meaning of why we coexist and deal with its challenges. As we develop the "inspiration economy", we could say that nearly all of the challenges we have faced are opportunities that help us to discover the rest of our journey. In this note paper, we explore how being faced with the opportunity of being a close carer for an aging parent with dementia brought intangible discoveries that changed our insight of the meaning of the rest of our life journey.
A STUDY ON THE IMPACT OF ORGANIZATIONAL CULTURE ON THE EFFECTIVENESS OF PERFO...IAEME Publication
The main objective of this study is to analyze the impact of aspects of Organizational Culture on the Effectiveness of the Performance Management System (PMS) in the Health Care Organization at Thanjavur. Organizational Culture and PMS play a crucial role in present-day organizations in achieving their objectives. PMS needs employees’ cooperation to achieve its intended objectives. Employees' cooperation depends upon the organization’s culture. The present study uses exploratory research to examine the relationship between the Organization's culture and the Effectiveness of the Performance Management System. The study uses a Structured Questionnaire to collect the primary data. For this study, Thirty-six non-clinical employees were selected from twelve randomly selected Health Care organizations at Thanjavur. Thirty-two fully completed questionnaires were received.
Living in 21st century in itself reminds all of us the necessity of police and its administration. As more and more we are entering into the modern society and culture, the more we require the services of the so called ‘Khaki Worthy’ men i.e., the police personnel. Whether we talk of Indian police or the other nation’s police, they all have the same recognition as they have in India. But as already mentioned, their services and requirements are different after the like 26th November, 2008 incidents, where they without saving their own lives has sacrificed themselves without any hitch and without caring about their respective family members and wards. In other words, they are like our heroes and mentors who can guide us from the darkness of fear, militancy, corruption and other dark sides of life and so on. Now the question arises, if Gandhi would have been alive today, what would have been his reaction/opinion to the police and its functioning? Would he have some thing different in his mind now what he had been in his mind before the partition or would he be going to start some Satyagraha in the form of some improvement in the functioning of the police administration? Really these questions or rather night mares can come to any one’s mind, when there is too much confusion is prevailing in our minds, when there is too much corruption in the society and when the polices working is also in the questioning because of one or the other case throughout the India. It is matter of great concern that we have to thing over our administration and our practical approach because the police personals are also like us, they are part and parcel of our society and among one of us, so why we all are pin pointing towards them.
A STUDY ON TALENT MANAGEMENT AND ITS IMPACT ON EMPLOYEE RETENTION IN SELECTED...IAEME Publication
The goal of this study was to see how talent management affected employee retention in the selected IT organizations in Chennai. The fundamental issue was the difficulty to attract, hire, and retain talented personnel who perform well and the gap between supply and demand of talent acquisition and retaining them within the firms. The study's main goals were to determine the impact of talent management on employee retention in IT companies in Chennai, investigate talent management strategies that IT companies could use to improve talent acquisition, performance management, career planning and formulate retention strategies that the IT firms could use. The respondents were given a structured close-ended questionnaire with the 5 Point Likert Scale as part of the study's quantitative research design. The target population consisted of 289 IT professionals. The questionnaires were distributed and collected by the researcher directly. The Statistical Package for Social Sciences (SPSS) was used to collect and analyse the questionnaire responses. Hypotheses that were formulated for the various areas of the study were tested using a variety of statistical tests. The key findings of the study suggested that talent management had an impact on employee retention. The studies also found that there is a clear link between the implementation of talent management and retention measures. Management should provide enough training and development for employees, clarify job responsibilities, provide adequate remuneration packages, and recognise employees for exceptional performance.
ATTRITION IN THE IT INDUSTRY DURING COVID-19 PANDEMIC: LINKING EMOTIONAL INTE...IAEME Publication
Globally, Millions of dollars were spent by the organizations for employing skilled Information Technology (IT) professionals. It is costly to replace unskilled employees with IT professionals possessing technical skills and competencies that aid in interconnecting the business processes. The organization’s employment tactics were forced to alter by globalization along with technological innovations as they consistently diminish to remain lean, outsource to concentrate on core competencies along with restructuring/reallocate personnel to gather efficiency. As other jobs, organizations or professions have become reasonably more appropriate in a shifting employment landscape, the above alterations trigger both involuntary as well as voluntary turnover. The employee view on jobs is also afflicted by the COVID-19 pandemic along with the employee-driven labour market. So, having effective strategies is necessary to tackle the withdrawal rate of employees. By associating Emotional Intelligence (EI) along with Talent Management (TM) in the IT industry, the rise in attrition rate was analyzed in this study. Only 303 respondents were collected out of 350 participants to whom questionnaires were distributed. From the employees of IT organizations located in Bangalore (India), the data were congregated. A simple random sampling methodology was employed to congregate data as of the respondents. Generating the hypothesis along with testing is eventuated. The effect of EI and TM along with regression analysis between TM and EI was analyzed. The outcomes indicated that employee and Organizational Performance (OP) were elevated by effective EI along with TM.
INFLUENCE OF TALENT MANAGEMENT PRACTICES ON ORGANIZATIONAL PERFORMANCE A STUD...IAEME Publication
By implementing talent management strategy, organizations would have the option to retain their skilled professionals while additionally working on their overall performance. It is the course of appropriately utilizing the ideal individuals, setting them up for future top positions, exploring and dealing with their performance, and holding them back from leaving the organization. It is employee performance that determines the success of every organization. The firm quickly obtains an upper hand over its rivals in the event that its employees having particular skills that cannot be duplicated by the competitors. Thus, firms are centred on creating successful talent management practices and processes to deal with the unique human resources. Firms are additionally endeavouring to keep their top/key staff since on the off chance that they leave; the whole store of information leaves the firm's hands. The study's objective was to determine the impact of talent management on organizational performance among the selected IT organizations in Chennai. The study recommends that talent management limitedly affects performance. On the off chance that this talent is appropriately management and implemented properly, organizations might benefit as much as possible from their maintained assets to support development and productivity, both monetarily and non-monetarily.
A STUDY OF VARIOUS TYPES OF LOANS OF SELECTED PUBLIC AND PRIVATE SECTOR BANKS...IAEME Publication
Banking regulations act of India, 1949 defines banking as “acceptance of deposits for the purpose of lending or investment from the public, repayment on demand or otherwise and withdrawable through cheques, drafts order or otherwise”, the major participants of the Indian financial system are commercial banks, the financial institution encompassing term lending institutions. Investments institutions, specialized financial institution and the state level development banks, non banking financial companies (NBFC) and other market intermediaries such has the stock brokers and money lenders are among the oldest of the certain variants of NBFC and the oldest market participants. The asset quality of banks is one of the most important indicators of their financial health. The Indian banking sector has been facing severe problems of increasing Non- Performing Assets (NPAs). The NPAs growth directly and indirectly affects the quality of assets and profitability of banks. It also shows the efficiency of banks credit risk management and the recovery effectiveness. NPA do not generate any income, whereas, the bank is required to make provisions for such as assets that why is a double edge weapon. This paper outlines the concept of quality of bank loans of different types like Housing, Agriculture and MSME loans in state Haryana of selected public and private sector banks. This study is highlighting problems associated with the role of commercial bank in financing Small and Medium Scale Enterprises (SME). The overall objective of the research was to assess the effect of the financing provisions existing for the setting up and operations of MSMEs in the country and to generate recommendations for more robust financing mechanisms for successful operation of the MSMEs, in turn understanding the impact of MSME loans on financial institutions due to NPA. There are many research conducted on the topic of Non- Performing Assets (NPA) Management, concerning particular bank, comparative study of public and private banks etc. In this paper the researcher is considering the aggregate data of selected public sector and private sector banks and attempts to compare the NPA of Housing, Agriculture and MSME loans in state Haryana of public and private sector banks. The tools used in the study are average and Anova test and variance. The findings reveal that NPA is common problem for both public and private sector banks and is associated with all types of loans either that is housing loans, agriculture loans and loans to SMES. NPAs of both public and private sector banks show the increasing trend. In 2010-11 GNPA of public and private sector were at same level it was 2% but after 2010-11 it increased in many fold and at present there is GNPA in some more than 15%. It shows the dark area of Indian banking sector.
EXPERIMENTAL STUDY OF MECHANICAL AND TRIBOLOGICAL RELATION OF NYLON/BaSO4 POL...IAEME Publication
An experiment conducted in this study found that BaSO4 changed Nylon 6's mechanical properties. By changing the weight ratios, BaSO4 was used to make Nylon 6. This Researcher looked into how hard Nylon-6/BaSO4 composites are and how well they wear. Experiments were done based on Taguchi design L9. Nylon-6/BaSO4 composites can be tested for their hardness number using a Rockwell hardness testing apparatus. On Nylon/BaSO4, the wear behavior was measured by a wear monitor, pinon-disc friction by varying reinforcement, sliding speed, and sliding distance, and the microstructure of the crack surfaces was observed by SEM. This study provides significant contributions to ultimate strength by increasing BaSO4 content up to 16% in the composites, and sliding speed contributes 72.45% to the wear rate
ROLE OF SOCIAL ENTREPRENEURSHIP IN RURAL DEVELOPMENT OF INDIA - PROBLEMS AND ...IAEME Publication
The majority of the population in India lives in villages. The village is the back bone of the country. Village or rural industries play an important role in the national economy, particularly in the rural development. Developing the rural economy is one of the key indicators towards a country’s success. Whether it be the need to look after the welfare of the farmers or invest in rural infrastructure, Governments have to ensure that rural development isn’t compromised. The economic development of our country largely depends on the progress of rural areas and the standard of living of rural masses. Village or rural industries play an important role in the national economy, particularly in the rural development. Rural entrepreneurship is based on stimulating local entrepreneurial talent and the subsequent growth of indigenous enterprises. It recognizes opportunity in the rural areas and accelerates a unique blend of resources either inside or outside of agriculture. Rural entrepreneurship brings an economic value to the rural sector by creating new methods of production, new markets, new products and generate employment opportunities thereby ensuring continuous rural development. Social Entrepreneurship has the direct and primary objective of serving the society along with the earning profits. So, social entrepreneurship is different from the economic entrepreneurship as its basic objective is not to earn profits but for providing innovative solutions to meet the society needs which are not taken care by majority of the entrepreneurs as they are in the business for profit making as a sole objective. So, the Social Entrepreneurs have the huge growth potential particularly in the developing countries like India where we have huge societal disparities in terms of the financial positions of the population. Still 22 percent of the Indian population is below the poverty line and also there is disparity among the rural & urban population in terms of families living under BPL. 25.7 percent of the rural population & 13.7 percent of the urban population is under BPL which clearly shows the disparity of the poor people in the rural and urban areas. The need to develop social entrepreneurship in agriculture is dictated by a large number of social problems. Such problems include low living standards, unemployment, and social tension. The reasons that led to the emergence of the practice of social entrepreneurship are the above factors. The research problem lays upon disclosing the importance of role of social entrepreneurship in rural development of India. The paper the tendencies of social entrepreneurship in India, to present successful examples of such business for providing recommendations how to improve situation in rural areas in terms of social entrepreneurship development. Indian government has made some steps towards development of social enterprises, social entrepreneurship, and social in- novation, but a lot remains to be improved.
OPTIMAL RECONFIGURATION OF POWER DISTRIBUTION RADIAL NETWORK USING HYBRID MET...IAEME Publication
Distribution system is a critical link between the electric power distributor and the consumers. Most of the distribution networks commonly used by the electric utility is the radial distribution network. However in this type of network, it has technical issues such as enormous power losses which affect the quality of the supply. Nowadays, the introduction of Distributed Generation (DG) units in the system help improve and support the voltage profile of the network as well as the performance of the system components through power loss mitigation. In this study network reconfiguration was done using two meta-heuristic algorithms Particle Swarm Optimization and Gravitational Search Algorithm (PSO-GSA) to enhance power quality and voltage profile in the system when simultaneously applied with the DG units. Backward/Forward Sweep Method was used in the load flow analysis and simulated using the MATLAB program. Five cases were considered in the Reconfiguration based on the contribution of DG units. The proposed method was tested using IEEE 33 bus system. Based on the results, there was a voltage profile improvement in the system from 0.9038 p.u. to 0.9594 p.u.. The integration of DG in the network also reduced power losses from 210.98 kW to 69.3963 kW. Simulated results are drawn to show the performance of each case.
APPLICATION OF FRUGAL APPROACH FOR PRODUCTIVITY IMPROVEMENT - A CASE STUDY OF...IAEME Publication
Manufacturing industries have witnessed an outburst in productivity. For productivity improvement manufacturing industries are taking various initiatives by using lean tools and techniques. However, in different manufacturing industries, frugal approach is applied in product design and services as a tool for improvement. Frugal approach contributed to prove less is more and seems indirectly contributing to improve productivity. Hence, there is need to understand status of frugal approach application in manufacturing industries. All manufacturing industries are trying hard and putting continuous efforts for competitive existence. For productivity improvements, manufacturing industries are coming up with different effective and efficient solutions in manufacturing processes and operations. To overcome current challenges, manufacturing industries have started using frugal approach in product design and services. For this study, methodology adopted with both primary and secondary sources of data. For primary source interview and observation technique is used and for secondary source review has done based on available literatures in website, printed magazines, manual etc. An attempt has made for understanding application of frugal approach with the study of manufacturing industry project. Manufacturing industry selected for this project study is Mahindra and Mahindra Ltd. This paper will help researcher to find the connections between the two concepts productivity improvement and frugal approach. This paper will help to understand significance of frugal approach for productivity improvement in manufacturing industry. This will also help to understand current scenario of frugal approach in manufacturing industry. In manufacturing industries various process are involved to deliver the final product. In the process of converting input in to output through manufacturing process productivity plays very critical role. Hence this study will help to evolve status of frugal approach in productivity improvement programme. The notion of frugal can be viewed as an approach towards productivity improvement in manufacturing industries.
A MULTIPLE – CHANNEL QUEUING MODELS ON FUZZY ENVIRONMENTIAEME Publication
In this paper, we investigated a queuing model of fuzzy environment-based a multiple channel queuing model (M/M/C) ( /FCFS) and study its performance under realistic conditions. It applies a nonagonal fuzzy number to analyse the relevant performance of a multiple channel queuing model (M/M/C) ( /FCFS). Based on the sub interval average ranking method for nonagonal fuzzy number, we convert fuzzy number to crisp one. Numerical results reveal that the efficiency of this method. Intuitively, the fuzzy environment adapts well to a multiple channel queuing models (M/M/C) ( /FCFS) are very well.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
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Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
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2. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 4, Issue 5, September - October (2013)
CUSTOMER LOYALTY
Customer satisfaction and loyalty provide a foundation for high levels of customer lifetime
value, they support a range of customer behaviors with widely varying values, characterized by mere
loyalty (repeat purchase), commitment (willingness to refer others to a product or service), apostlelike behavior (willingness to convince others to use a product or service), and ownership (willingness
to recommend product or service improvements) (James L Heskett, 2002). In stock broking, word of
mouth is one the primary mode of client acquisition and this can happen only based on existing
customer being loyal to the broker and upon satisfaction of the service level, they would continue/
refer the services to others. Research provides ample evidence regarding the impact of word-ofmouth (WOM) communication on recipients. Service providers increasingly attempt to harness this
power of WOM by introducing referral reward programs and other marketing instruments that aim to
stimulate positive WOM. It is demonstrated that providing a recommendation influences the senders’
attitudinal and behavioral loyalty. The effect is found to be stronger for customers with low expertise
in the service category and little experience with the provider. This means that encouraging
customers in the early stages of their customer life cycle to give recommendations is specifically
effective in increasing loyalty to the provider (Ina Garnefeld, Sabrina Helm & Andreas Eggert,
2011). Word of mouth is a very important avenue in stock broking. It can be measured whether this
word of mouth advertisement for a stock broker is coming more from a customer in the initial stage
of this relationship or does it continue even at a later stage.
Customer loyalty is viewed as the strength of the relationship between an individual's relative
attitude and repeat patronage. The relationship is seen as mediated by social norms and situational
factors. Cognitive, affective, and conative antecedents of relative attitude are identified as
contributing to loyalty, along with motivational, perceptual, and behavioral consequences.
Implications for research and for the management of loyalty are derived (Alan S. Dick & Kunal
Basu,1994). How the customers are going to have patronage with the stock broker is purely based on
the individual customer’s relative attitude. Another interesting facet to loyalty can be to find out if
customers are loyal to the service provider or to the markets itself (Bob Mckercher & Bazak Denizci
Guillet,2011). In stock broking this would be an interesting area to be explored since it would be
interesting to find if customers are more loyal to stock brokers or whether they are more loyal to the
secondary markets itself by re-investing in this rather than any other asset class.
Brand specific-repeat purchase drivers value for money, brand trust and brand affect have
positive and significant effect on probability of repeat purchase made by consumers. In case of
consumer demographics age, income, education and occupation significantly affect the repeat
purchase probability (Bikran Jit Singh & Rashmi, 2010). It would be interesting to note whether the
stock broker as a brand would make a customer loyal to him by doing repetitive business & whether
the stock broker’s brand would make an impact.
Another aspect to the loyalty factor would be the switching costs between brokers. As
customer-organization relationships deepen, consumers increase their expertise in the firm’s product
line and industry and develop increased switching costs (Simon J. Bell, Seigyoung Auh & Karen
Smalley, 2005). Once the relationship between customer and stock broker deepens, the customer gets
used to the delivery style of the broker and also contributes to the industry. Whether this would tend
to increase the switching costs for a customer among stock brokers needs to be identified.
Research also suggests that consumers may vary in the degree to which they wish to engage
in a relationship with their service providers. Depending on the service type, either two or three
segments of customers emerge, i.e., ranging from customers who are keen to have a relationship to
those who are indifferent about relationships, down to those who are averse to forming relationships
with service providers. Although there are always customers who are keen to form a relationship
with their service provider, there is no “hard core” group of customers keen on relationships with all
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3. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
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service providers (Peter J. Danaher, Denise M. Conroy & Janet R. McColl-Kennedy, 2008). It is
pertinent to note that in stock broking as well customers may be indifferent to loyalty.
However, irrespective of all these factors, even during the pre 1990’s, stock brokers were
doing business based on customer loyalty towards them and in the current circumstances as well
their business exists because of customer loyalty.
CUSTOMER RELATIONSHIP
Relationship marketing (RM) was conceived as an approach to industrial and service markets
and considered to be inappropriate in other marketing contexts. Recently, however, the domain of
RM has been extended to incorporate innovative applications in mass consumer markets. Much has
changed in recent years. Recent applications of RM in consumer markets have been facilitated by
developments in direct and database marketing within an increasingly competitive and fragmented
marketplace (Ashish Gupta, 2011).
Relationship marketing-establishing, developing, and maintaining successful relational
exchanges-constitutes a major shift in marketing theory and practice (Morgan and Hunt, 1994).
Successful relationship with customers is possible only if there is commitment and that originates
from trust. There are also been studies that has aimed to explicate why customers stay in service
relationships, while additionally examining how different forms of commitment to these
relationships affect customers' voice, both within and outside of the relationship. Social balance
theory, social influence theory, and escalation of commitment provide important theoretical bases for
why individuals stay. Seven notable links relative to staying reasons and commitment that have been
observed are relational benefits and resistance to change to calculative commitment; subjective
norms and sunk costs to affective commitment; procedural switching costs, avoidance of conflict,
and resistance to change to normative commitment (Sharon E. Beatty, Kristy E. Reynolds & Mary P.
Harrison, 2012). It is important to note as to why does a customer stay in a service relationship with
a stock broker and how does a customer’s voice is heard by the broker and what are the various
reasons for the commitment of the customer to the broker.
Customer management (CM) research has evolved and has had a significant impact on the
marketing discipline. In an increasingly networked society where customers can interact easily with
other customers and firms through social networks and other new media, customer engagement is an
important new development in CM. Customer engagement is considered as a behavioral
manifestation toward the brand or firm that goes beyond transactions (Peter C. Verhoef, Werner J.
Reinartz & Manfred Krafft, 2010). In Stock broking it would be interesting to note that how does
customer engagement would result in continued relationship in terms of loyalty and commitment to
the stock broker. Part of this would also be successful complaint management which primarily
depends on customers' willingness to voice their complaints and on stock brokers ability to
adequately deal with these complaints. Affectively committed customers display little change in their
post recovery behavior, even after a service failure followed by an unsatisfactory recovery attempt. It
seems that these customers are tolerant and want to help the provider improve their business.
Affective commitment seems to amplify willingness to help the service provider by means of voicing
dissatisfaction despite considerable efforts in doing so. Moreover, affective commitment buffers the
negative effects of service failures on post recovery behavior (Heiner Evanschitzky, Christian Brock
& Markus Blut, 2011). Whether customer complaints in stock broking are affecting the commitment
and what are the various measures taken by stock broker in resolving the same would have a lasting
impact on the relationship between the customer and stock broker.
Another study has investigated the effects of customer contact frequency and relationship
duration on customer-reported relationship strength (CRRS). It was observed that both contact
frequency and relationship duration have a positive effect on CRRS, and that duration moderates the
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4. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
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effect of frequency. Specifically, a relationship-maturity effect: for shorter-duration relationships,
contact frequency enhances CRRS, but for longer-duration relationships, contact frequency has no
effect on CRRS. Furthermore, those with longer duration are perceived to be stronger, while those
with greater contact frequency are not (Tracey S. Dagger, Peter J. Danaher & Brian J. Gibbs, 2009).
Whether the contact frequency and relationship duration between customer and stock broker would
have an impact on the relationship strength and during shorter duration of relationship whether
frequent interaction helps and as the relationship becomes longer whether the contact frequency
really matters is something which needs to be monitored to ensure the relationship continues
uninterrupted.
Over period of several decades of research it has been proved time and again beyond doubt
that customer relationship is key and there are numerous tools available in the form of database,
software etc. But it is imperative today to move on from analysis to taking feedback on the
experience the customer has had with the service provider which can possibly be a more cohesive
approach. This may help in finding out what the customer finds as an value add in the relationship
than how valuable the customer is to the firm (Chandrashekhar R. Suryawanshi, 2013).
CUSTOMER RETENTION
Customer retention refers to a customer’s slated continuation of a business relationship with
the firm (Timothy et al., 2007). Retaining clients implies keeping them active with you through a
good customer service that is built on’’ a understanding of their needs, preferences and want’’
(Oyenihi and Abiodun, 2008). It is not only a cost effective and profitable strategy (Reichheld,
1996), but is imperative in fostering customer satisfaction, considering the fact that clients are
becoming increasingly aware of their rights and privileges, expecting more values for their money,
better quality services and products, even at a higher cost. The key for the stock broker would be to
ensure that customer trades on regular interval through him.
STOCK BROKER
Today the stock broker is not any more a mere service provider for buying and selling of
equity products. He is expected to be a one stop shop financial service provider for all customer
needs. Many of the corporate stock brokers have diversified and are providing multiple products to
their clients apart from equities such as Insurance, mutual funds, currencies, commodities, depository
services etc.
There are certain essential parameters that need to be captured and monitored for client retention.
Periodic measurement of client feedback
Whether client trade’s with other stock brokers
Frequency of client transactions
Stock brokers perceived brand image in the market
Complaints against the broker, compliance to regulatory norms
Providing multiple products as offered by competitors in the industry
Providing all possible technological tools in a cost effective manner
Offering platform of multiple Exchange’s to trade
Periodic engagement in terms of product awareness, promotional activities
Competitive brokerage
Whether the client engages in brand promotion through word of mouth advertising
Customer accessibility to the branch in-charge at the place of trade
Zero default on payment to the customer
Prompt communication and timely support for any customer queries or problems
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CONCLUSION
Customer retention in today’s market conditions are really challenging since the cost of
acquiring new client is multi fold and hence stock brokers would take efforts to retain clients through
loyalty by providing all relevant facilities and services that would keep customers satisfied and also
ensure that the customer also values the relationship with the stock broker as much as the stock
broker valuing the customer’s relationship.
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