Internal Customer Satisfaction In Micro Small And Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Work Environment ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization which endows it with significant competitive advantage. Internal Customer satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by anumber of authors. This paper explores the various facets of employee satisfaction in MSMSE's of Varanasi.

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

Effect of Innovation Strategies on Sme Performance Mediated Competitive Advantages

2019 ◽  
Vol 118 (2) ◽  
pp. 94-97
Author(s):  
Mohammad Mabrur Taufik ◽  
DewiPuspaningtyas Faeni
Keyword(s):  
Competitive Advantage ◽  
Human Resource Development ◽  
Structural Equation ◽  
Small And Medium Enterprises ◽  
Simple Random Sampling ◽  
Innovation Strategy ◽  
Product Introduction ◽  
Research Population ◽  
Innovation Strategies ◽  
Medium Enterprises

Small and Medium Enterprises and Indonesian Cooperatives (SMESCO) are strategies in promoting and introducing Indonesia's superior products to the international community. Through SMESCO, SME owners can work together on standardization of SME products, SME quality standardization and at the same time a forum for fostering SMEs to market their products, through human resource development programs including seminars, training, workshops and product introduction through online shops and mentoring programs. The research aims to prove and analyse the influence of: innovation strategies on the performance of SMEs in SMESCO Indonesia directly or through competitive advantage; innovation strategy towards competitive advantage; competitive advantage towards the performance of SMEs at SMESCO Indonesia. The research population is all SME companies that partner with SMESCO Indonesia. Sampling is done by probability sampling with a simple random sampling method. Data analysis using Structural Equation Modelling-Partial Least Squares, a sample of 147 small and medium business owners at SMESCO Indonesia. The results of the study prove: (1) The innovation strategy does not directly have a significant effect on the increasing performance of SME companies in SMESCO Indonesia but has a significant effect through competitive advantage; (2) Competitive advantage has a significanteffect on the increasing performance of SMEs in Indonesia.

INNOVATIVE BEHAVIOUR OF INDIAN MICRO SMALL AND MEDIUM ENTERPRISES: AN EMPIRICAL STUDY

2017 ◽  
Vol 21 (07) ◽  
pp. 1750061 ◽  
Author(s):  
NOMITA SHARMA
Keyword(s):  
Environmental Factors ◽  
Empirical Study ◽  
Failure Rate ◽  
Small And Medium Enterprises ◽  
High Failure Rate ◽  
Innovation Activities ◽  
Skilled Manpower ◽  
Innovative Behaviour ◽  
Medium Enterprises

The aim of this paper is to explore innovative behaviour of Indian Micro Small and Medium Enterprises. It is interesting to study innovative behaviour of microsmau and medium enterprises (MSMEs) since they try to innovate while surrounded by many barriers. They also face high failure rate in doing so. This failure is due to presence of barriers that MSMEs fail to manage. But it has been observed that many MSMEs are now awakening to their potential and becoming innovative. They tend to respond to environmental factors in an innovative way, either by cutting cost or changing ways of management. This innovative way defines their innovative behaviour. The innovative behaviour of MSMEs is studied through three variables, i.e., size, age and barriers faced by them. The result shows that size does influence innovation activities undertaken by MSMEs and statistically, there is no correlation between age and innovative behaviour. Their innovative behaviour is affected by barriers like shortage of technical skilled manpower, technology and shortage of funds or complex funding procedure. The paper is concluded by summarising the key findings, discussing implications, limitations and further scope of study.

Revisiting presenteeism to broaden its conceptualization: A qualitative study

Work ◽  
2021 ◽  
pp. 1-13
Author(s):  
Mouna Knani ◽  
Pierre-Sébastien Fournier ◽  
Caroline Biron
Keyword(s):  
Work Environment ◽  
Small And Medium Enterprises ◽  
Methodological Approach ◽  
Individual Characteristics ◽  
Small Enterprises ◽  
Structured Interviews ◽  
Depth Analysis ◽  
Holistic Interpretation ◽  
Medium Enterprises ◽  
Negative Factors

BACKGROUND: Presenteeism is generally viewed as a symptom of organizational or individual dysfunction and is rarely considered as a behavioral response to positive triggering factors. Our study examines this issue in small enterprises (SEs), which are an unexplored environment in terms of presenteeism. OBJECTIVE: Through in-depth analysis, this study aims to understand the positive and negative factors that impact presenteeism in the context of small and medium enterprises (SMEs), with a particular focus on SEs. METHODS: We adopt a qualitative methodological approach in which we conducted 17 semi-structured interviews with employees and owner-managers of SEs with between 20 and 49 employees. RESULTS: Our thematic analysis shows that presenteeism can be explained by factors related to pressure to attend work, by individuals’ constraints and commitment, by organizational and individual characteristics and by a congenial work environment. Presenteeism can also be a type of “therapy” which helps individuals to avoid focusing on being sick and enables them to stay active and avoid social isolation. CONCLUSIONS: Our study differs from earlier research by providing a more in-depth analysis of the positive and negative factors that trigger presenteeism. This article will help to expand the current theoretical knowledge about presenteeism and encourage a more holistic interpretation of the phenomenon.

scholarly journals The relationship between employee and customer satisfaction in the balanced scorecard

2014 ◽  
Vol 9 (3) ◽  
pp. 285-298 ◽  
Author(s):  
DG Gouws ◽  
A Habtezion ◽  
FNS Vermaak ◽  
H P Wolmarans
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Employee Satisfaction ◽  
Direct Relationship ◽  
Preliminary Testing ◽  
The Balanced Scorecard ◽  
Key Drivers ◽  
The Relationship

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

scholarly journals Strategic Planning and Competitive Advantage of ICT Small and Medium Enterprises in Kenya

2013 ◽  
Vol 1 (1) ◽  
pp. 191 ◽  
Author(s):  
Zachary B. Awino
Keyword(s):  
Strategic Planning ◽  
Competitive Advantage ◽  
Small And Medium Enterprises ◽  
Critical Role ◽  
Dynamic Environment ◽  
Business Environment ◽  
Positive Influence ◽  
Balanced Score Card ◽  
Medium Enterprises

The Paper is the research findings on the role of strategic planning and competitive advantage of ICT Small and Medium Enterprises in Kenya. Literature suggests that the contemporary business environment in which organisations operate is increasingly becoming uncertain and unpredictable. Significant changes are mostly driven by technological changes, globalisation and trade liberalisation. As a result, like large enterprises, SMEs are facing new and unexpected challenges that threaten their competitiveness. While most countries acknowledge the critical role that SMEs contribute to their economies, both as an engine of growth and sustainable development, many questions still remain unanswered as to the determination of the critical challenges facing SMEs and how these challenges could be addressed to improve their competitiveness. These challenges have increased the need for empirical information which is essential for decision making in addressing issues that are likely to enhance SMEs survival and growth. It is noted that there has been no adequate research studies on the role of strategic planning and competitive advantage of SMEs. This study contributes to the need to address the research gaps and thus explored the role of strategic planning and competitive advange of SMEs in Kenya. The study population consisted of 238 ICT SMEs from Nairobi and its environs. A sample size of 146 firms constituting 61 per cent of the total population was selected through stratified sampling. The study aimed to collect data from 438 respondents from top, middle and lower management teams. Structured questionnaires with closed and open ended questions was used for data collection, 239 responses were received from 123 ICT firms a response rate of 55 per cent and 84.2 per cent respectively. Key characteristics of strategic planning including formality, environmental analysis processes both internal and external orientations, strategies adopted, and implementation and control were recorded. Data analysis was done using descriptive statistics, factor analysis, t-test, ANOVA, correlation, correlation matrixes and regression analysis. The key findings revealed that strategic planning has significant and positive influence in performance of SME’s. The test of hypothesis revealed that strategic planning has positive and significant influence on competitive advantage. The study demonstrated strategic planning as a learning tool and a strategic resource which is consistent with the underlying assumptions of resource based theory, systems theory, chaos theory and balanced score card model assumptions. It is envisaged that, this kind of research is likely to generate useful discussions on the role of strategic planning and performance, of SMEs. It is apparent that entrepreneurs of SMEs cannot ignore strategic planning as significant changes in competitive advantage is the result of change or effective application of strategic planning. Policy makers and academicians may need to address the capacity needs of SMEs and develop strategic planning model that address the challenges that SMEs encounter in a dynamic environment.

Sign in / Sign up

Export Citation Format

Share Document