...International Journal of Business and Social Science Vol. 2 No. 18; October 2011 Customers’ Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach Dr. H. S. Sandhu Director SAI Technology Campus Amritsar (Punjab) India Ms. Neetu Bala Assistant Professor Maharaja Agrasen College (University of Delhi) Vasundra Enclave Delhi, India Abstract The service quality has become a highly instrumental co-efficient in the aggressive competitive marketing. For success and survival in today’s competitive environment, delivering quality service is of paramount importance for any economic enterprise. Life Insurance Corporation of India, the leading insurance company has set up ‘benchmarks’ in enervating the whole concept of service quality. The present study aims to measure customers’ perception towards life insurance service quality by applying a framework developed by Sureshchandar et al. (2001). An advocated procedure has been used to develop, refine and validate a scale. Data has been collected from 337 customers from the three cities of Punjab (a progressive State of India). The findings of the study demonstrate that five-factor structure as proposed by Sureshchandar et al. (2001) has been refined to sevenfactor construct (consisting of 34 items) representing Proficiency; Media and presentations; Physical and ethical excellence; Service delivery process and purpose; Security and dynamic operations; Credibility; and Functionality. Besides...
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...This research aimed at applying “SERVQUAl” model to examine the relationship between the HDFC and ICICI bank service quality. The service quality of HDFC bank and ICICI bank has been evaluated by surveying different people in Delhi/NCR. Data Collected through the primary data through questionnaire. The service quality has been determined based on survey data of 50 respondents. The Service quality of HDFC bank and ICICI bank has been measured based on 5 broad parameters. These parameters are tangibility, reliability, responsiveness, assurance and empathy and these are the independent variable. The responses of respondents were collected for each of the parameters on a 5 point scale. The 5 point scale had the following options of poor, fair, good, very good and excellent and these are the dependent variable. The net score of each respondent is calculated by taking the average of the values of the 5 options. To know the impact of these parameters on service quality using SPSS software. Using SPSS software independent sample t-test performed to know the impact of these 5 parameters on service quality. The results showed that there was no significant difference in the HDFC/ICICI bank’s service quality based on 5 parameters. But, there is significant difference in the HDFC and ICICI bank based on empathy and HDFC bank is better than ICICI bank on the basis of empathy. 2) Introduction The Indian banking sector which was dominated by the public sector banks, witnessed a number...
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...Job Satisfaction in the Workplace Jonathan Salter Thomas Jefferson University MGMT 304: Management and Organizational Theory in Health Services Organizations Facilitator: Maryann Hughes 2015 Abstract A broad definition of Job Satisfaction is a positive feeling about a job resulting from evaluating its characteristics. Satisfaction often plays a significant role in job performance, overall behavior, customer service and employee turnover. Job Satisfaction also can impact your quality of life and may impact those around you. It is important to understand the effects of job satisfaction on an organization, the satisfaction of its employees will affect many facets of the business. Importance of Job Satisfaction Job Satisfaction is defined as a positive feeling about a job resulting from an evaluation of its characteristics. (Robbins, Judge 2009 p.83) An employee should have interest in the particular job they do and should feel engaged with the organization. This will allow the company to keep employees satisfied and will be rewarded with lower turnover rates. While many jobs are repetitive and may become mundane to the employee, a company must find a way to challenge the boredom and seek ways to expand on the employees talents. Allowing an employee to grow and feel challenged is important when striving for job satisfaction. There is however, a balance needed, if an employee is pushed too hard they may feel overwhelmed. In an instance like this, the employee will search...
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... The impact of employee empowerment on service quality and customer satisfaction in service organizations (A Case study of Länsförsäkringar Bank AB) Silvia C. Peters: 1982-05-15. Elham Mazdarani: 1976-12-11. GROUP: 1924 ABSTRACT COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS: Peters Silvia Chigozirim. Flugsnappargatan 6, 3tr. 72472, Västerås. 0737225113. SUPERVISOR: LEIF SANNER TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB. BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services. In that, the customers and the employees are, engaged simultaneously in the production of the service. This inseparability is what is considered by the organization in choosing how best to serve its customers, either by the traditional method or through the empowerment approach. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as employee empowerment. The practice of which can directly affect the quality of services delivered, and customer satisfaction...
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...The Evolution and Future of National Customer Satisfaction Index Models1 by Michael D. Johnsona2, Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc, Jaesung Chaa a University of Michigan Business School, Ann Arbor, Michigan 48109-1234, USA b University of Karlstad, Service Research Center, 651 88 Karlstad, Sweden c Nowegian School of Management BI, P.O. Box 580, N-1301 Sandvika, Norway December 2000 PsycINFO classification: 3920 JEL classification: E21 Keywords: Customer satisfaction; Loyalty; National barometers 1 Journal of Economic Psychology, forthcoming. The authors thank Associate Editor Henry Robben, two anonymous reviewers, Richard Bagozzi, Andreas Herrmann and Kai Kristensen for their valuable comments and suggestions. We also gratefully acknowledge the support of the Norwegian School of Management BI for providing the data used in the study. 2 Corresponding author. Email: mdjohn@umich.edu; tel.: +734-764-1259; fax: +734-936-0274. 2 Abstract A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt...
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...by strong competition : “ commercial banks have begun to target MFIs’ traditional customers , new MFIs have continued to be created in microfinance industry, the microfinance clientele is becoming more sophisticated concerning the quality of service they require or expect”( Daubert 2002) . These factors may negatively affect the MFIs. In fact, the microfinance industry is losing customers because of both the aggressive competition and MFIs’ weakness to satisfy their clients (Urguizo 2006). This simple description shows why MFIs are concerned about customer satisfaction and retention. It justifies also why they must “pay attention to understand their customers’ preferences and priorities” (IFAD 2007) to survive in a competitive environment. The microfinance industry is quite slowly in becoming more “market oriented” and it seems that customer satisfaction is one of the important tools to run a business and to achieve the mission statement (on sustainability and outreach) in this sector. Customer satisfaction is an evaluative process, it is defined as “… a judgment that a product of service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption related fulfillment, including levels of under or over fulfillment” (Oliver 1997, 13) cited by ( Swaid 2007; Hom 2002). Customer satisfaction is “captured as positive feeling (satisfaction), indifference or negative feelings (dissatisfaction)” (Bhattacherjee, 2001) cited by...
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...“Quality is a personal thing. In other words in some organizations quality is deemed to be in the eye of the beholder.” How can service and/or a retail organization reconcile this with the type of service that they attempt to provide to the end user? Supplement your answer with an example from your own real-life personal experience. Quality is a term used widely in business to simply determine whether a product/service is fit for purpose or to satisfy a given need. Quality management systems are designed to ensure firms can create products/services that are fit for their stakeholders. Family of standards like the ISO 8402 and ISO 9000 have similar definitions for the word quality yet, all definitions differ from each slightly. Quality in this context is what these organizations can give to the end user/customer, therefore there brand perception and image will be assessed by these stakeholders. The key elements of Quality are the standard of quality (therefore fit for purpose and satisfy needs) and the value added by quality. Organizations nowadays tend to focus more on quality as it will ensure it can become more competitive than rivals by improvements to quality. Quality assurance, Quality control and Quality management are all carried out to ensure proper quality standards to add value and create a perceptually better product/service. The topic of quality needs to remain a constant narrative throughout this essay, addressing all concepts and including how the business...
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...role of technology readiness in customers’ perception and adoption of self-service technologies Jiun-Sheng Chris Lin Department of Business Administration, National Taiwan University of Science and Technology, Taipei, Taiwan, Republic of China, and The role of technology readiness 497 Received September 2005 Revised May 2006 Accepted June 2006 Pei-ling Hsieh Department of Insurance and Financial Management, Takming College, Taipei, Taiwan, Republic of China Abstract Purpose – This study aims to examine how technology readiness (TR) influences customers’ perception and adoption of self-service technologies (SSTs) through development of an empirical model to explore the relationships among TR, perceived service quality, satisfaction and behavioral intentions toward SSTs. Design/methodology/approach – A theoretical framework is proposed to suggest the links between the four constructs. Extant research and concepts from various fields, including marketing, psychology and information system (IS), are reviewed, deriving six hypotheses. Data from SST users is examined through structural equation modeling (SEM). Findings – Results indicate TR influences perceived SST service quality and behavioral intentions, while perceived SST service quality has a positive impact on customer satisfaction and behavioral intentions toward SSTs. Research limitations/implications – This study represents an early attempt at explaining the role of TR in customer SST usage. Future research directions...
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...series of inter related activities) carried out over time to produce a unique product, a common goal or a service. 1.2 Project Management – planning, organizing, controlling resources in a systematic manner in order to complete the project. 2.0 Classification and characteristics of Projects 2.1 Civil engineering, construction, mining, quarrying – heavy investment, heavy equipment, continuous in nature, at least to run for a minimum of 50 years (mining) to sufficiently recoup initial investment. Examples: Construction of roads, bridges, airports, ships, railways, mines, buildings. Kayelekera mine, Inland Port, ships (Mtendere, Katundu) no longer in service is it due to poor planning (forecasting) or poor management? What have been the constraints to the mining industry in Malawi? 2.1 Manufacturing – producing standard products repeatedly distributed across the market. Aircraft, motor vehicles etc. What are examples of manufacturing firms in Malawi? Lever Brothers, Candlex Mapeto David Whitehead have to continuously caring out new products in order to be competitive. 2.3 Computing projects (IT) – rely on specialists, too technical, expensive outputs, exploit the market, costly. Are we competing or just consumers? 2.4 Research – intention to discover new ground for social purposes, financial appraisal difficult to conduct, benefits very difficult to estimate impact covers a wide area. Medical, are we competing? In agriculture it seems everybody is on maize seed projects...
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...Characteristics of Service Quality to Delight Customers A customer of The Container Store completed her purchase and headed for her car, children in tow. She placed her package on the ground as she put the children in the car and then drove off forgetting the package. Realizing her mistake just a few minutes late, she returned to the parking lot, but the package was gone. She re-entered the store hoping that someone had turned in her package, but no one had. Salesperson James Castleberry remembered the customer and asked her what she had bought. He then proceeded to gather up the products, handed them to the customer without charge, and said “Your day will get better”. And it did, starting that moment. Special Expeditions market offer is wondrous nature in its most authentic and - weather permitting – most glorious state. It provides total experience rather than only entertainment. Travellers interact with nature so closely that their experience often changes their lives. Special Expeditions ship The Sea Lion, was suffering a problem with the steering controls. The Engineers worked through the night but the ship would be late getting to Vancouver to pick up the passengers. The company owner, Mr. Sven-Olof Lindblad, called an old friend, the renowned wildlife artist Robert Bateman, who has a home overlooking the water at Fulford Harbour. Passengers were ferried from Vancouver to Fulford Harbour, fed dinner, and entertained at the Mr. Bateman home. The Sea Lion ...
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...Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control Företagsekonomi - Business Administration\Marketing Företagsekonomi - Business...
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...healthcare service quality Ali Mohammad Mosadeghrad* Abstract Background: The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods: Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results: Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion: This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality. Keywords: Healthcare Organisations, Quality, Pluralistic Evaluation, Iran Copyright: © 2014 by Kerman University of Medical Sciences Citation: Mosadeghrad AM. Factors influencing healthcare service quality...
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...An Analysis of Actual Personnel Policies for Publix Super Markets, Inc. Lisette Medina Dafne Naranjo Lindsay Orange Lourdes Rodriguez Wendy Wright Florida Atlantic University MAN 4301 Dr. Elliot Ser November 23, 2011 Contents Internal and External Environment 5 Company History 5 Company Financials 5 SWOT Analysis 6 Impact Among Human Resource Management Policies 10 Personnel Needs 11 Department Personnel 11 Bakery Department 11 Deli Department 12 Meat Department 12 Position Descriptions 13 Recruitment and Selection of Employees 13 Recruitment 13 Selection 14 Types of Training 14 Training Process 14 Needs Assessment 15 Development 15 Conduct of Training and Evaluation 15 Upgrading Skills 16 Tuition Reimbursement 16 Total Compensation System 17 Total Compensation 17 Financial Incentives 17 Performance Appraisal Policies 18 Performance Achievements 18 Pay for Performance Plan 18 Unionized Policy 18 Union Substitution Approach 18 Anti-Union Legislation 19 Quality of Work Life 19 Balance 19 Overall HR Assessment 20 Most Effective 20 Least Effective 20 Conclusion 20 References 21 Abstract From its humble beginning in 1930, Publix Super Markets, Inc. has grown exponentially to be the largest supermarket chain on the United States southeastern coast. The company has won numerous awards: Employees’ Choice-50 Best Places to Work (Glassdoor), 100 Best Companies to Work For (Fortune), 100 Best Companies for Minorities...
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...KWAME UNIVERSITY OF SCIENCE AND TECHNOLOGY (KNUST) SCHOOL OF BUSINESS ASSESSING THE EFFECTS OF NATIONAL HEALTH INSURANCE AUTHORITY (NHIA) COST CONTAINMENT MEASURES ON THE QUALITY OF HEALTHCARE DELIVERY: A CASE STUDY OF ATWIMA NWABIAGYA DISTRICT MUTUAL HEALTH INSURANCE SCHEME By RUFAI ADJEI July, 2013 KWAME UNIVERSITY OF SCIENCE AND TECHNOLOGY (KNUST) SCHOOL OF BUSINESS ASSESSING THE EFFECTS OF NATIONAL HEALTH INSURANCE AUTHORITY (NHIA) COST CONTAINMENT MEASURES ON THE QUALITY OF HEALTHCARE DELIVERY: A CASE STUDY OF ATWIMA NWABIAGYA DISTRICT MUTUAL HEALTH INSURANCE SCHEME A Dissertation Presented to the School of Business, Department of ………….in Partial Fulfillment of the Requirements for the MBA Degree in ………………… By RUFAI ADJEI July 2013 DECLARATION a) “I declare that I have wholly undertaken the study reported herein under supervision”. …………...................................................... RUFAI ADJEI (STUDENT) b) “I declare that I have supervised the student in undertaking the study reported herein and I confirm that the student has my permission to present it for assessment”. ……………............................................ MR. MUNTAKA ………………………. (SUPERVISOR)...
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...Overview Green procurement is an approach to procurement in which environmental impacts play an important role in purchasing decisions, with procurement officers concerned about more than just price and quality. Companies which pride themselves on environmental stewardship and thoughtful care of the environment may use green procurement, among many other tactics, to ensure that they do business in an environmentally responsible way. A number of aspects of the procurement process may be adjusted to meet a mission of environmental sustainability. Within a procurement office, green procurement can involve changes in office procedure which are designed to benefit the environment. For example, rather than having people submit purchase orders and requests on paper, the procurement office might switch to electronic methods of communication so that paper is not wasted. The office might also engage in environmentally friendly activities like reducing energy usage, keeping plants around the office to improve air quality, or buying carbon offsets to compensate for office energy usage Main Categories of Green Procurement Products manufactured from recovered materials, Environmentally preferable products, Energy efficient products, Biobased products, Alternative fuels and fuel efficient vehicles, and Non-ozone depleting substances. Implementing a green procurement program 1. Organizational support: Implementing a green procurement program means changing policies and procedures...
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