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Management

The IUP Journal of Services Marketing


September' 07
Regular Features

  • Focus

  • Case Study

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Drivers and Effect of Customer Satisfaction and Other Factors on Churn Among Indian Cellular Services Users
50
Agenda for Union Hotel Guest Satisfaction: A Gap 5 Study in Sibu
50
Customers' Perception Towards Mobile Service Providers: An Analytical Study
50
Listening Styles of Employees in Service Sector: A Study in ArbaMinch, Ethiopia
50
Customer Lifetime Value and Company Worth
50
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Drivers and Effect of Customer Satisfaction and Other Factors on Churn Among Indian Cellular Services Users

-- Shirshendu Ganguli

Indian cellular industry or the mobile telecommunication services industry is currently witnessing a phase of tremendous growth. In spite of that, it is facing a high rate of churn (3.5% to 6% per month). The major focus of the industry has been on churn management with the use of Customer Relationship Management (CRM) tools and techniques in order to retain the existing customers. So it is important to know the parameters affecting the customer satisfaction as it will help in retaining the existing customers. This paper investigates which parameters affect customer satisfaction and which in turn, along with other parameters affects the customer churn tendency. This study has been carried out using a quantitative survey of mobile users of different Indian cellular operators or service providers.

© 2007 IUP . All Rights Reserved.

Article Price : Rs.50 Details

Hotel Guest Satisfaction: A Gap 5 Study in Sibu

-- Stanley Hii Geng Hing and Ernest Cyril de Run

Sibu is an emerging market for tourism industry and the information obtained from hotel guest can be utilized to attract more guests. This study examines Service Quality (SERVQUAL) variables from the perspective of hotel guest in Sibu. Gap 5 and factor analysis are used to analyze the data obtained in order to determine satisfaction and perception. Data was obtained from 189 respondents who have stayed in star-rated hotels in Sibu. Most results show a negative Gap 5 perception and a rich expectation and perception factors. Recommendations for managers and future studies are presented.

© 2007 IUP . All Rights Reserved.

Article Price : Rs.50 Details

Customers' Perception Towards Mobile Service Providers: An Analytical Study

-- Girish Taneja and Neeraj Kaushik

Mobile service is one of the fastest growing industries in India. With the economy opening up, competition in this sector is increasing. The entry of private companies promoted the use of cellular phones in the country. Today, it is buyers market in the case of mobile services. Mobile service providers must understand the customers' perception about the company and its various offers. Mobile service providers must identify the customer needs and influencing factors before designing any service or offer. In this context, this paper aims to deduce the factors that customers perceive to be the most important while utilizing the services of a mobile service provider. A well-structured schedule was developed for conducting the study, and it was conducted at Bhiwani and Hisar districts (including some villages) in the state of Haryana during February-March, 2007. Judgmental sampling method was followed. Data was suitably tabulated on the basis of responses provided by 186 respondents and further by calculating percentages, frequencies and factor analysis method. The mobile users group the various features into four factors—customer care (interaction), service features, call rates and promotion and availability in the same order of importance. Moreover, hypothesis testing reveals that customers perceive these factors in a similar order of importance irrespective of sex, qualification, profession and marital status. Customers having less than 20 years and income less than Rs. 10,000/- are more sensitive to call rates as compared to other respondents. Finally, it can be said that better customer care services and service features, especially strong network range are most important for retaining the customers in mobile services.

© 2007 IUP . All Rights Reserved.

Article Price : Rs.50 Details

Listening Styles of Employees in Service Sector: A Study in ArbaMinch, Ethiopia

-- R Renjith Kumar

The aim of this research is to evaluate the listening style of employees in organizations. This paper tries to identify each listening style in different organizations, their attributes and a comparison between organizations. A random sample of 24 employees is selected for the study. The analysis shows that employees prefer people-oriented listening style where they create and maintain positive relationship in their working environments. It is concluded that the employees do not prefer time-oriented listening style.

© 2007 IUP . All Rights Reserved.

Article Price : Rs.50 Details

Customer Lifetime Value and Company Worth

-- Raghunadh Acharya Madabhushi and Sanjay Fuloria

Customer is the king and all the businesses have to treat the customer like as one. If customers desert a particular business, it collapses. The lifetime value of the customer has to be assessed so that the companies could have the overall benefit. There have to be better assessment methods to understand the value of any company. This paper attempts to find the value of a company using the Customer Lifetime Value (CLV) concept in the Telecom Industry.

© 2007 IUP . All Rights Reserved.

Article Price : Rs.50 Details

Case Study

Kerala Tourism: Branding a Tourist Destination

-- V Sarvani and A Mukund

© 2003 ICMR. All Rights Reserved.
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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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