scholarly journals Measuring service quality in public and private sector university libraries of Pakistan

2012 ◽  
Vol 13 ◽  
pp. 1-11 ◽  
Author(s):  
Shafiq Ur Rehman
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Information Control ◽  
University Libraries ◽  
Public And Private ◽  
Individual User ◽  
Small Collection ◽  
Zone Of Tolerance ◽  
Public And Private Sector

The problem addressed in this study investigates the perceived service quality of public and private sector university libraries of Pakistan from its users' perspective. More precisely the study compares the following four aspects between public and private universities: zone of tolerance for overall and individual user groups, dimension wise zone of tolerance for overall and individual user group, gaps between desires and perceptions, and significant differences in the service quality. The data were collected through LIBQUAL print questionnaire from 1473 library users (faculty, graduates and undergraduates) of 22 public and private sector university libraries (main/central) of Pakistan. The psychometric properties of instrument were established through exploratory and confirmatory factor analyses. The comparisons of overall, individual service level, and dimension wise gap scores revealed that private sector university libraries were generally meeting the minimum requirements of their users (except information control dimension) but, on the other hand, public sector libraries were not meeting minimum requirement in information control and affect of service dimensions. The study also found significant difference on service quality between private and public sector university libraries. The researcher found very interesting findings that small collection creates small expectations, and it is easy to meet or satisfy the needs of the users of small collection. The article also discusses findings, implications of results and limitations of the study at the end.

scholarly journals SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (5(SE)) ◽  
pp. 42-52
Author(s):  
C. Eugine Franco ◽  
G. Bright Jowerts
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Time Duration ◽  
Public And Private ◽  
Public Sector Banks ◽  
Long Time ◽  
Public And Private Sector ◽  
Immediate Response

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. Service quality in private sector banks is good compare to public sector banks. The various issues the banks are not able to provide immediate response to customers, service time duration is more, long queue deposit the money, waiting for long time, staff behavior is not good, especially public sector banks are not providing multitude services like payment of bills, payment of tax, Banc assurance etc. and problem relating to banking service such as bank statements, error in the statements are not provided immediate response to customers. The scope of this research is to identify the service quality of public and private sector banks in Tirunelveli district. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The study was done taking two types of banks such as public and private sector banks in Tirunelveli district into consideration. The survey was restricted to the bank customers in Tirunelveli district only. As the population size is infinite, 672 respondents are selected as sample among the population using stratified random sampling. The sample has been stratified as 528 from public sector bank customers and 144 from private sector bank customers in Tirunelveli district.

Service Quality in Public and Private Sector Banks of India

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Shruti Agrawal ◽  
Mansh Mittal ◽  
Ratish Gupta
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Public And Private Sector

Banking sector and its performance play an important role in an economy. The current scenario of Indian banking sector is very dynamic and competitive. To maintain market share it is necessary for banking institutions to acquire large customer base. Customers today are very much aware about various financial services and institutions, moreover they are spoilt for choice. Therefore they can only be retained by providing quality services. The present study focuses on the service quality and customer satisfaction among private and public sector banks in India. It also attempts to compare service quality gaps between customer expectation and satisfaction regarding banking service. The outcome of the study shows that service gap is lower in private sector banks than public sector banks. Reliability and assurance are the dimensions where no significant difference has been observed between public and private sector banks.

scholarly journals Exploring the Relational Impact of Service Quality on Customer Satisfication

2015 ◽  
Vol 14 (4) ◽  
pp. 17-31 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Dr. Alok Kumar Rai
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Service Sector ◽  
Strong Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
And Performance ◽  
Public And Private Sector

Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance.Banking has been no exception to this phenomenon.Many Literatures have found a strong relationship between service quality and customer satisfaction In service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers’ satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks.The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.  

Corporate Social Reporting Practices In India

2018 ◽  
Vol 8 (1) ◽  
Author(s):  
Dr Vipin Bihari Srivastava ◽  
Dr Manoj Kumar Mishra ◽  
Dr Wogari Negari
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Social Information ◽  
Social Reporting ◽  
Annual Reports ◽  
Public And Private ◽  
Reporting Practices ◽  
Corporate Social Reporting ◽  
Public And Private Sector ◽  
Corporate Social

"This paper aims to examine the extent of corporate social reporting practices in the annual reports of companies in India and to ascertain the differences if any, between public sector and private sector companies and to investigate what were the determinants of corporate social reporting . The study intends to answer the research questions which include: a) what variables could represent a Conceptual Model of Corporate Social Reporting consists of dependent variables and Independent variables? b) What are the factors of Corporate Social Reporting (COSOR) and how valid and reliable are these factors? c) What is the degree of COSOR by factors in public and private sector companies? d) What are the determinants of COSOR? What is the level of their influence on COSOR? A sample of 120 listed companies of National Stock Exchange of India was chosen and they were stratified in to public and private sector companies. A Corporate social reporting Index was constructed for data collection through content analysis from the annual reports. The results of the study revealed that social accounting information were disclosed in company’s annual reports, chairman’s speech, directors’ reports, notes to accounts, schedule to accounts and auditor’s report. The degree of corporate social reporting varies between public sector and private sector companies. The public sector companies have disclosed more corporate social reporting information than the private sector companies. The study found that higher the level of capital employed, earnings before depreciation and taxes, total assets and total sales higher was the level of corporate social reporting. However, the degree of influence of determinants on corporate social reporting was different among public and private sector companies. Most of the companies have disclosed corporate social information on voluntary basis. To improve the understandably, uniformity, and comparability of corporate social information, this study suggests making it mandatory. A standard format for disclosure of corporate social information shall be prescribed by the Ministry of Corporate Affairs by amending the Indian Companies Act. The concept of social accounting is relatively new in India. This study suggests to include it in the commerce curriculum and also in the curriculum of CA/CWA/CS. Corporate Social Reporting is such a vast area of research that no single study can cover different dimensions related to it. Though some studies including the present study have been conducted on Corporate Social Reporting Practices in India, but still there is much potential of research in this area. Future research in this area will hopefully bring more brightening result measuring and analysing social costs and benefits data by manager as well as by other concerned. Since the subject is in the primary stage, an in-depth research is needed to be done in different sectors such as banking information technology, manufacturing etc. The results are specifically applicable to sample companies and generalisations can be made with caution. The results of the study are based on the data collected from published annual reports of sample companies using content analysis method. Corporate social reporting in company websites, brochures etc are not covered. Social cost and benefit analysis is not covered in this study.

Relationship between CSR motivations and corporate social performance: a study in the power industry in India

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Moumita Acharyya ◽  
Tanuja Agarwala
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Corporate Social Performance ◽  
Social Performance ◽  
Power Sector ◽  
Public And Private ◽  
Content Type ◽  
The Public ◽  
Self Interest ◽  
Public And Private Sector

PurposeThe paper aims to understand the different motivations / reasons for engaging in CSR initiatives by the organizations. In addition, the study also examines the relationship between CSR motivations and corporate social performance (CSP).Design/methodology/approachThe data were collected from two power sector organizations: one was a private sector firm and the other was a public sector firm. A comparative analysis of the variables with respect to private and public sector organizations was conducted. A questionnaire survey was administered among 370 employees working in the power sector, with 199 executives from public sector and 171 from private sector.Findings“Philanthropic” motivation emerged as the most dominant CSR motivation among both the public and private sector firms. The private sector firm was found to be significantly higher with respect to “philanthropic”, “enlightened self-interest” and “normative” CSR motivations when compared with the public sector firms. Findings suggest that public and private sector firms differed significantly on four CSR motivations, namely, “philanthropic”, “enlightened self-interest”, “normative” and “coercive”. The CSP score was significantly different among the two power sector firms of public and private sectors. The private sector firm had a higher CSP level than the public sector undertaking.Research limitations/implicationsFurther studies in the domain need to address differences in CSR motivations and CSP across other sectors to understand the role of industry characteristics in influencing social development targets of organizations. Research also needs to focus on demonstrating the relationship between CSP and financial performance of the firms. Further, the HR outcomes of CSR initiatives and measurement of CSP indicators, such as attracting and retaining talent, employee commitment and organizational climate factors, need to be assessed.Originality/valueThe social issues are now directly linked with the business model to ensure consistency and community development. The results reveal a need for “enlightened self-interest” which is the second dominant CSR motivation among the organizations. The study makes a novel contribution by determining that competitive and coercive motivations are not functional as part of organizational CSR strategy. CSR can never be forced as the very idea is to do social good. Eventually, the CSR approach demands a commitment from within. The organizations need to emphasize more voluntary engagement of employees and go beyond statutory requirements for realizing the true CSR benefits.

scholarly journals Contractual arrangements and entrepreneurial governance: Flexibility and leeway in urban regeneration projects

Urban Studies ◽  
2020 ◽  
Vol 57 (16) ◽  
pp. 3217-3235
Author(s):  
Martijn van den Hurk ◽  
Tuna Tasan-Kok
Keyword(s):  
Public Sector ◽  
The Netherlands ◽  
Private Sector ◽  
Social Relations ◽  
Urban Regeneration ◽  
Data Sources ◽  
Future Research ◽  
Public And Private ◽  
Contractual Arrangements ◽  
Public And Private Sector

Urban regeneration projects involve complex contractual deals between public- and private-sector actors. Critics contend that contracts hamper opportunities for flexibility and change in these projects due to strict provisions that are incorporated in legal agreements. This article offers contrary empirical insights based on a study of contractual arrangements for urban regeneration projects in the Netherlands, including an analysis of interviews and confidential documents. It zooms in on provisions on safeguarding and adaptation, finding that urban regeneration projects remain receptive to flexibility and change. Public-sector actors use their room to manoeuvre while operating contracts, seeking to secure social relations and keep projects going. This article taps into data sources that are difficult to access, addressing what is included in contracts and how they are used by practitioners, and presents questions for future research on contracts in the urban built environment.

scholarly journals Customer Engagement with Social Media Bank Pages with Reference to Facebook

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3089-3095
Keyword(s):  
Social Media ◽  
Public Sector ◽  
Private Sector ◽  
Banking Sector ◽  
Banking System ◽  
Customer Engagement ◽  
Public And Private ◽  
Public Sector Banks ◽  
Social Media Platforms ◽  
Public And Private Sector

Indian banking sector is going through a massive transformation day by day with the advancement of Information and communication Technology and impact of digitization in the banking industry. After the core banking system, banks have moved further to reap the benefits of internet and mobile banking. In order to engage more customers anywhere and anytime without visiting the brick and mortar branches, the banks have now introduced the social media banking. Most of the people are already active in different social media platforms, so banks have grabbed that opportunity to reach people easily and provide services through social media. This paper has made an attempt to analyze the engagement of social media customers in different banks including public and private sector with reference to facebook bank page. The results show that most of the banks have presence on popular social media platforms. With respect to the engagement of customer to all facebook posts during the study period, public sector banks are posting more on their respective facebook page but the customers’ likes as well as dislikes are more for SBI, ICICI and AXIS. In case of shares and comments, SBI and PNB have more and are increasing continuously as these two banks post more on their respective facebook pages. But with respect to customer engagement per facebook post during the study period, customers are engaged more with private sector banks. And it can be said that regarding overall customer engagement people are more engaged with private sector over public sector banks.

scholarly journals A Comparative Study of the Teaching Methodologies Employed by English Language Teachers in Private and Public Sector Schools

2021 ◽  
Vol VI (III) ◽  
pp. 65-74
Author(s):  
Amna Zahra ◽  
Ayesha Butt ◽  
Sadia Rafique
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
English Language ◽  
Language Teaching ◽  
Language Teachers ◽  
Teaching Methodologies ◽  
Public And Private ◽  
Primary Level ◽  
English Language Teachers ◽  
Public And Private Sector

The aim of the study was to make a comparison between the teaching methodologies employed by English language teachers at public and private sector schools at primary level. Foreign language teaching methodologies has become a much-discussed phenomena and has been given immense importance from the last few decades, however, it still needs development in teaching practices. The data for the present study were collected in the form of semi-structured interviews, which were related to the objectives and research questions. The target population of the study was primary level teachers of Lahore, Punjab (Pakistan), while the sample of the study was comprised of primary level teachers of a public and private sector school in Lahore. The results of the study indicated that the teachers of the public sector schools were mostly relying on the structural methods of language teaching, whereas the teachers of the private sector schools were using blended methods.

Sign in / Sign up

Export Citation Format

Share Document