Determinants of Co-creative Behaviour of Patients: A Case Study in Jammu

The purpose of this study is to measure the existence of co-creation behavior between doctors and patients. The research also studies customer participation and customer citizenship behavior as the dimensions of co-creative behavior and tries to establish the relationship between co-creative behavior and satisfaction. This study uses Yi and Gong (2013) scale for collecting data regarding co-creation behavior and its dimensions which are customer participation (CP) and customer citizenship behavior (CCB). The data was collected from 204 patients who were suffering from various chronic/lifestyle diseases and getting their treatment from private clinics in Jammu city. The study uses 7-point Likert scale in the questionnaire ranging from 1 completely disagree through 7 completely agree, with a midpoint labeled 4 neither agree nor disagree. The analysis of paper reflects that co-creation behavior is prevalent among the patients and not only participation but the citizenship behavior also affects the co-creation behavior of patients. The study is conducted from patients point of view whereas doctors perspective should also be used in future research. The research area is restricted to Jammu city only. The research provides several implications-doctors can also use this scale for market segmentation and customer profiling for maximizing customer value co-creation behavior by gaining the useful information.

Investigating Occupation Wise Perception of Customers Towards Access to Cooperative Banking Services

The present paper aims at investigating the occupation-wise perception of customers towards access to cooperative banking services. The study is both expressive and evaluative in nature. In order to investigate the perception of customers towards access to cooperative banking services, both primary and secondary data has been collected. The primary data have been collected from 540 customers of cooperative banks operating in three northern states of India i.e J&K, Himachal Pradesh, and Punjab. The technique of factor analysis has been used through SPSS (version 17.00) with Principal Component Analysis along with varimax rotation for summarisation of the total data into minimum factors. Secondary information was collected from published sources i.e books, journals, files, cooperative bulletins, organizational reports, annual drafts of Planning and Statistical Department (Government of J&K, Himachal Pradesh, and Punjab), RBI reports, magazines, and Internet. ANOVA has been applied for data analysis. The results of the study shows that there exits significant means difference between perception of customers towards access to Cooperative banking service.

Service Quality in Public and Private Sector Banks of India

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.

Managing Customers Brand Experience for Creating Brand Resonance in Smartphones

The present study is aimed at analyzing the relationship between three constructs, i.e. brand experience, customer experiential value, and brand resonance. The study was undertaken in two stages, in the first stage a qualitative study was conducted to identify the smart phone brands which offered rich brand experience. Further in the quantitative study, the data were obtained from 188 smart phone customers from Jammu and Dehradun cities of Northern India using a structured questionnaire. The data analysis results have indicated that brand experience has significant positive effect on customer experiential value and brand resonance. And also the customer experiential value has been found to have partial mediation effect on the relationship between brand experience and brand resonance.

Customer Personality Taxonomy: A Theoretical Analysis of Customer Diversity Management in the Hospitality Industry

Development in Nigerian Tourism industry and the emerging shift toward the culture of leisure by most Nigerians have attendant challenges in management of customer satisfaction in hospitality industry. Cultural diversity combined with personality diversity calls for improvement of understanding of interface staff in hospitality based firms to enhance customer satisfaction. This paper presents a theoretical taxonomical analysis of customer personality typologies and further designs a framework of corresponding treatments for managing each identified and isolated personality, for effective customer satisfaction. The paper adopted the DISC framework to identifying and isolated four distinct personalities corresponding to: Expressiveness, Assurance, and Compliant personalities. The framework for managing DISC is FEAS, corresponding to Firmness, Expressiveness, Assurance, and Straightforwardness. The paper concluded that every unique personality typology demands an appropriate attention to achieve the customer expectation and satisfaction based on his uniqueness. Therefore, FEAS should be adopted to manage DISC in the hospitality industry.

Customer Relationship Management- The Indian Perspective

Market is a kingdom and customer is the king. This is a renowned maxim pursued by the Indian companies in true spirit. With the advancement in modern technology, customers are becoming more and more informed about their need and want. Nowadays social media is educating them and they scout around for best product, brand name, product quality, operation, and service support. Marketing has thus, undergone a paradigm shift and has come up to the point of establishing relationship with customer. Not just retaining the existing customers but even attracting new customers has become a big challenge. This is the main reason why companies have shifted their focus from being product-centric to customer-centric.

The influence of Education, Occupation and Income on Perceived Customer Value

The aim of this paper is to assess empirically perceptual gap among the customers having different educational qualification, occupation and income regarding customer value in Indian insurance sector. It is a fact that insurance sector has been growing tremendously despite a lot of competition in the marketplace. The study is based upon the primary data obtained from customers of four life insurance companies belonging to various districts of J&K through quota sampling. A questionnaire was framed containing items of demographics and statements measuring customer value based upon seven point Likert scale. The findings indicate that the demographic variables viz., qualification, occupation and monthly income, there is no significant difference regarding perceived customer value among the life insurance players.

The Impact of Demographic Factor on Consumer Buying Behaviour: A Study of Retail Sector in Delhi NCR

The retail sector is growing a faster pace in India due to demographic shift in population and growing middle class. It is an opportunity for both organized and unorganized sectors. The purpose of this article is to study the customer perception and shopping experience about organized and unorganized retailing with special reference to Delhi and NCR and find out whether the preferences for organized and unorganized retailing are dependent or independent demographic characteristics of consumers. The study has used the primary data collected from 200 respondents through survey method using structured questionnaire. Convenient sampling method was used during the

Satisfaction of Internal Customer in Higher Education- A Case Study of Jharkhand

Academician can be considered as internal customers of any educational institute and students can be considered as their external customers. Higher satisfaction level of internal customer will in turn result in higher satisfaction of external customer. This higher satisfied external customer are students with better understanding and broader vision. Alternatively, unsatisfied internal customer means academician who are not satisfied with their profession or life. Hence, the teaching-learning process will be hampered as an unsatisfied academician will fail to give his/her 100 percent in the process. Satisfaction can be achieved, if the academician have a better work-life balance. Work-life balance can be defined as satisfaction and good functioning at work and at home with a minimum role conflict. On this backdrop, the present research paper is an attempt to find satisfaction level of internal customer in higher education i.e. academician in Jharkhand with the help of Satisfaction with life scale model of Diener, Emmons, Larsen & Griffon (1985).

Relationship Marketing Programmes Effectiveness Amongst Departmental Store Customers of Indore

There has been a boom in the retail sector, and along with that the countrys economy is also growing. Today, India is among the growing retail destinations of the world with high growth prospects. Indian retail industry is ranked amongst the ten largest retail markets in the world. There are many big private players competing for market share, in this industry with the most innovative marketing tactics and programmes. Relationship Marketing is a very successful technique which is used extensively to retain customers and to gain repeat business from them. It is widely acknowledged and practiced across all industry sectors. The present study is conducted to determine how the effectiveness of the relationship marketing programmes are perceived differently by customers of different educational qualifications and income groups for select departmental stores in Indore city.