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Service Export Performance of Business Group Affiliated Firms and
Individual Firms in the Indian IT Industry
-- Kartikeya P Bolar
A new development in service exports is the explosive growth of business services including professional services. In
India, the IT industry forms the major share of foreign
exchange earnings. This paper analyzes the performance of
individual or standalone firms and business group affiliated firms in the IT
industry and tries to give insight into what propels
service exports in India.
© 2009 IUP. All Rights Reserved.
Causes of Attrition in Bpo Companies: Study of a Mid-Size Organization in India
-- Ammu Anantharaja
Employee turnover reflects a company's internal strengths and weaknesses. New hires need to be constantly added,
further costs in training them, getting them aligned to the company culture,
etc.,all pose a challenge. Organizations also face
difficulties in retaining the remaining employees as well as attracting potential employees. High attrition
rates also lead to a chronic or systemic cycle. All this has a significant impact on the
strength of a company in managing their business in
a competitive environment. This study is conducted
to find out the main causes which increase the employee turnover in
BPO companies and to find out the way to control
attrition. The work is descriptive in nature. This study was carried out in
BPO companies in and around Bangalore. In this study,
the opinion of 110 employees was taken for the
analysis. The tool used for collecting the data was
a structured questionnaire. For the analysis, chi-square and percentage method
were used.
© 2009 IUP. All Rights Reserved.
A Study on Stress Among Employees Working in BPOs with Special Reference
to Coimbatore
-- N Kathirvel
Since the BPO industry is dependent on knowledge workers, they may be considered as the `raw material' of the industry.
Hence, any dilution in the quality of the workforce will result in many operational hitches in the industry. While there are several
problems that affect the workforce in the BPO industry, stress has emerged as the most significant problem, causing the employees
to underperform and thereby leading to productivity loss. This study takes a close look at the stress related issues facing the
employees working in various BPO companies and analyzes the factors responsible for the same.
© 2009 IUP. All Rights Reserved.
A Study on Customer Satisfaction in Indian Retail Banking
-- Anubhav Anand Mishra
The banking industry like many other financial services industries is facing a rapidly changing market, new
technologies, economic uncertainties, fierce competition, and more demanding
customers; and the changing climate has presented
an unprecedented set of challenges. In the current circumstances a question arises whether the customers are satisfied or
not and what are the elements of retail banking which lead to the satisfaction or dissatisfaction of customers. The knowledge
of current levels of satisfaction and, in particular, the primary factors of satisfaction are beneficial to those in the
industry, thereby allowing them to focus and further strengthen the key areas that lead to highly satisfied customers. This
research postulates on the present levels of satisfaction, and also tries to explore the factors that lead to customer satisfaction in
retail banking in India. Data from 100 survey respondents were collected from one branch of one of the prominent retail banks
in the city of Hyderabad. The findings revealed that customer satisfaction, a transaction-specific attribute is dependent on
seven factors, which concur with extensive academic literature.
© 2009 IUP. All Rights Reserved.
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