| Customer
Preferences in General Insurance Industry in India
--
Tanmay
Acharya,
Harshita Mishra and S Venkata Seshaiah
The
General Insurance Industry in India has seen a gamut of changes in the past one
decade. The year 1999 saw a revolution in the Indian insurance sector as major
structural changes took place with the ending of government monopoly and the passage
of the Insurance Regulatory and Development Authority (IRDA) bill lifting all
entry restrictions for private players and allowing foreign players to enter the
market with some limits on direct foreign ownership. With the fast changing liberalization
policies, changing and growing demands of the consumers made the industry competitive.
The general insurance players now offer greater choice in terms of products and
services. They also make a concerted effort to increase consumer awareness about
the benefits and importance of insurance via vigorous marketing. The changing
reforms have also triggered change in the taste and preferences of the consumer.
This paper analyzes the factors that influence the buying decision of the consumer
regarding any general insurance policy. The result of the research reveals that
the purchasing decision of the consumer depends on quality, accessibility, company
type, recommendations and promptness of service. ©
2006 The IUP . All Rights Reserved.
Advertising
Campaigns, Strategies and Issues: A Case of Mobile Service Sector
--
G
Radha Krishna
The
paper initially gives the platform for the discussion of promotional mix elements
such as personal advertising, sales promotion and advertising aspects in service
sector and its relative importance. Then the article explores the role of advertising
in services and in particular, advertising of some of mobile telephone company's
services offers, are discussed. This article aims at identifying the issues and
selling points that a cellular company wishes to include in an advertising campaign. ©
2006 The IUP . All Rights Reserved.
South
Africa's MTN Banking: Cellphone-centric Banking Innovation
--
K Venkateswara
Rao
The
spread of mobile phone in South Africa has given birth to a new opportunity, where
the utility of a mobile phone can be more than a mere communication device. South
Africa Standard Bank and a local cellular operator, MTN have jointly ventured
to offer a very innovative banking service through cellphones. It is called MTN
banking. This article discusses in detail Standard Bank's cellphone centric banking
innovation. ©
2006 The IUP . All Rights Reserved.
Consumer
Expectation and Consumer Perception: A Study on Retail Sector of Kanchipuram Town
--
S Meenakumari
and K Narashiman
The
retail industry, being very competitive, not only focuses on providing wide product
lines to create competitive advantages, but also emphasizes the importance of
its services, particularly maintaining service quality. Using the service quality
model a study has been made to find out various service dimensions and sub-dimensions
involved in retail service. The study also aims at finding out the service quality
gap that arises from the difference between customer expectation and perception.
A sample of 150 customers from Kanchipuram town is surveyed for this purpose.
The respondents were customers of provisional, neighbourhood stores and groceries.
There was not much service quality gap in assurance and tangibles. There was gap
in reliability of services. The study identified the service quality gap in retail
sectors in Kanchipuram. ©
2006 The IUP . All Rights Reserved.
Enhancing
Trade in Services: The Steps Ahead
--
Chandan
Mukherjee
Statistics
reveals that liberalization of the service sector is leading to the bullish growth
of the Indian economy. However much of the realization of the full benefit of
greater market come from liberalization under General Agreement on Trade in Services
(GATS) and depends on how many Indian policy makers could pursue significant domestic
reforms in different areas of the economy. ©
2006 The IUP . All Rights Reserved.
Service
Quality Measurement for Multiplexes in Surat using Servqual and Topsis
--
Ravi
Vaidya and Pikesh Gandhi
This
article investigates the perception and expectation of the people regarding multiplexes
by using the Service Quality Gap Model (SERVQUAL) and Technique for Order Preference
by Similarity to Ideal Solution(TOPSIS). The whole study is carried out using
SERVQUAL on the basis of five dimensions viz assurance, reliability, responsiveness,
tangibles and empathy. Major emphasis of the study was in identifying the service
quality gap between the consumer's expectations and perception for multiplexes
in Surat and to know the best alternative by using both Gap model and TOPSIS. ©
2006 The IUP . All Rights Reserved.
An
Analysis of Changing Dynamics of Indian Retailing
--
Sanjay
Kumar Kar and Anita Sarkar
Retailing
is the largest private sector industry in India and the second largest employer
after agriculture. Retail trade in India currently accounts for around 11% of
GDP and employees over 8% of the total workforce. India is in the focus of international
retailers and A.T. Kearney's 2006 report placed this market as the most attractive
for retailers. This article deals with the retail developments in India, growth
of new retail formats, segment wise development and challenges for retailers in
India. ©
2006 The IUP . All Rights Reserved.
Case
Study Customer
Service at Singapore Airlines
--
Swapna
©
2003 ICMR. All Rights Reserved. For
accessing and procuring the case study, log on to www.ecch.cranfield.ac.uk or
www.icmrindia.org | 
