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A Comparative Study of Service: Quality of D'Mart and Apna Bazaar
-- Ranjith P V and Rajesh Nair
This study attempts to find out whether retail outlets like D'Mart and Apna Bazaar differ in terms of service quality.
Existing research indicates that consumers are satisfied with the store's service quality. Service quality is perceived as a tool to
increase value for the consumer; as a means of positioning in a competitive environment to ensure consumer satisfaction, retention
and patronage. Despite its strategic importance, the Indian retailers do not have an appropriate instrument to measure service
quality. This study examines the Retail Service Quality Scale (RSQS) developed in the US for applicability to the Indian retail market.
The data collected from 140 adult shoppers in large supermarkets namely D'Mart and Apna Bazaar in Vashi and Nerul of
Navi Mumbai indicates that RSQS can be used to assess overall service quality levels and for tracking overall improvements over
a period of time. It is observed from the factor analysis that there are five factors which define service quality in
the retail outlets: personal interaction, appearance, reliability, problem-solving and policy. The study also finds the reliability of
all the factors and the mean service quality levels of D'Mart and Apna Bazaar. However, the different dimensions of service quality
are not clearly identifiable. This limits the diagnostic application of RSQS.
© 2010 IUP. All Rights Reserved.
Influence of Service Quality
on Attitudinal Loyalty in Private Retail Banking: An Empirical Study
-- S Arun Kumar, B Tamil Mani, S Mahalingam and M Vanjikovan
This paper examines the service quality dimensions of Indian private banks dealing with retail banking. Overall service
quality level acts as an antecedent for customer satisfaction. The factors extracted give perceived service quality dimensions
which correlate with overall attitudinal loyalty. Overall service quality further tested for any significant relationship with
attitudinal loyalty, which is considered to be an important component of retaining valued customers. The data has been collected from
100 valued customers of two private retail banks of Tiruchirapalli. A
questionnaire elicited information on socio-demographic
variables along with SERVQUAL dimensions of service quality added with three extra contemporary validated variables and
attitudinal loyalty variables. The results suggest that responsiveness and reliability of service quality dimensions determine customer
satisfaction more than the assurance, empathy and tangible aspects (SERVQUAL score analyzed using Factor Analysis and Multiple
Regressions). Overall perceived service quality fosters customer's attitudinal loyalty through latent customer satisfaction (Tested using
Chi-Square Statistics and Correlation Analysis). Increase in service quality of
the banks can satisfy and develop attitudinal loyalty
which ultimately retains valued customers.
© 2010 IUP. All Rights Reserved.
Factors Affecting Consumer Buying Behavior of Shoes
in Kolkata: A Case Study
-- Soumya Saha, Munmun Dey and Sumanta Bhattacharyya
This study attempts to analyze the factors influencing the purchase decision of shoes by the consumers in Kolkata. Individual
buyers take different factors into consideration while purchasing any commodity, which is a necessity. The probable factors have
been classified into four groupsproduct, price, place and promotion. Based on the ranks provided to the factors by the
respondents, opinion scores have been calculated to evaluate the relative importance of the factors in purchase decision making. This
study focuses on whether the importance assigned to the different factors vary across gender and income. Identification of the factors
will help the shoe-making companies to tailor their marketing and manufacturing strategies to take advantage of these influences in
a way that will satisfy both the consumers and marketers. The paper also helps the companies to clearly understand the
consumer behavior, so that they can formulate effective strategies and help develop the company and the industry at large.
© 2010 IUP. All Rights Reserved.
A Demographic Study
of Problems Faced by Indian Shipping Agents with Special Reference to Indore
-- Shefali Tiwari and Shuchi Khandelwal
With the advent of globalization, the World is blooming with magnificent opportunities of growth in business. Globalization
has brought boom in all sectors of the economy, thus, bringing impact on international business also. International business has
caused India to involve more in international market by creating powerful logistics support system. Logistics play a vital role in
international business. The major focus of exporters is that the materials should be shipped on time and this task is performed by shipping
agents like Customs House Agents (CHAs), freight forwarders, etc. Indore is a developing city where export turnover is very high. The
city has more than 100 export industries which include Special Economic Zones (SEZs) and Export Oriented Units (EOUs). But,
due to lack of infrastructure, the intermediaries, i.e., CHAs and freight forwarders confront many difficulties, and thus, they lag
behind. This paper attempts to explore the root cause of the problems faced by various intermediaries/shipping agents and suggestions
to improve it.
© 2010 IUP. All Rights Reserved.
Understanding the Awareness
of Human Resource Practices
in Nagpur SSIs: An Empirical Study
-- Rajiv B Khaire
Human Resources (HR) are the lifeline of an organization. No organization can accomplish its objectives without the presence
of competent personnel. Human Resource Management (HRM) is the body of science that correlates the existence of able HR and
the success of the organization. It is evident from different theories propounded by various social scientists regarding the impact
of motivated employees on the profit margins of the organization. HRM as a body of knowledge has seen different changes over
a period of time. HR profession had started its role as labor/welfare officer and is now viewed as a strategic role where the
emphasis is on employee engagement. Developed and developing nations alike have depended largely on Small Scale Industries
(SSIs). Traditionally, SSIs have played a major role in the GDP of any economy. They have lion's share also in the context of Indian
exports. There are different advantages of having economy which is supported by entrepreneurs spread across the country. There is
no denying the fact that large organizations are looked after by professionals from varied fields. Historically, it is said that SSIs
are handled by non-professionals and are managed as family business. It is natural to think that these entrepreneurs are unaware
of the developments that are taking place in management field, generally, and HRM, specifically. This study aims at dislodging
these myths with the help of testing of hypotheses, but in no way concludes the HR practices being implemented in their organizations.
© 2010 IUP. All Rights Reserved.
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