Special Issue (December 2005)

  UNDERSTANDING THE SUCCESS FACTORS FOR INDEPENDENT RESTAURANTS IN THE DELHI / GURGAON REGION: AN ANALYSIS OF THE GAP BETWEEN MANAGEMENT PERCEPTIONS AND CUSTOMER EXPECTATIONS  Karnikeya Budhwar
 


The ensuing study aims to establish an academic framework within which to understand and analyze the functioning of the independent restaurant sector within the NCR. The key stress of the study is to identify perceptual GAPs between what operators perceive their customers to desire as part of the given service and product and what customers actually look for. The section on methodology outlines the process utilized in the compilation and analysis of the study. The study covers a sample base of 60 restaurants in Delhi and surrounding areas and, covers major geographical and economic segments that comprise the capital’s independent dining market. The study has not taken in account restaurants within hotels due to the difference in nature of their management and decision making processes. The data analysis as detailed in the paper has turned up some predictable as well as surprising results. Out of a total of 32 service and product variables analyzed, significant GAPs were observed in 10 variables, suggesting that the average operator have a good idea what his/ her customer wants. This highlights the importance of the human element and experience in running an establishment. There are however some important factors where operators do seem to be out of tune with their client base. The average operators tend to underestimate competition, does not engage the customer enough, does not understand the importance of setting and enforcing written standards and does not stress enough on courtesy. There are other variables that operators need to be better aware of. The paper also suggests key recommendations for operators to follow to enhance competitiveness and maintain a loyal customer base.
 

  IMPACT OF GENDER DIFFERENCES ON ONLINE CONSUMER CHARACTERISTICS ON WEB-BASED BANNER ADVERTISING EFFECTIVENESS  Ramaraj Palanisamy
 


The multimedia aspect of the Web creates opportunities for businesses to channel their advertising. Advertising effectiveness is important to the marketers to know if their advertisements have affected their target audience. Among the market segmentation variables, gender has had a deep history in the marketing environment and has been used as a primary segmentation variable. This research examines whether gender difference is a factor in the relationships between online consumer characteristics and banner advertisement effectiveness. The characteristic variables included in this study are: online consumer’s internal flexibility, consumer expectations and consumer involvement. A questionnaire survey was administered with 190 online consumers who were senior students at a university. The study results gave mixed results. In the context of web-based banner ad, gender influences the following relationships: (i) banner ad judgment and attitude towards banner ad, (ii) focus & planning approach and attitude towards banner ad and (iii) consumer expectations and banner ad effectiveness. The study also found that there is no gender difference in other relationships between online consumer characteristics and banner ad effectiveness.
 

  SWITCHERS AND STAYERS: AN EMPIRICAL  EXAMINATION OF CUSTOMER BASE OF AN AUTOMOBILE WHEEL CARE CENTRE   Smriti Sood,  Praveen Kathuria
 


The present research attempts to find out the reasons responsible for retention and loss of customers. While it is well accepted that customer retention costs are lower than customer acquisition costs, yet the, determinants of consumer behaviour in switching service providers are not well understood. Based on factor and discriminate analysis the study revealed that four factors, namely, (i) temporal convenience, (ii) purchase involvement, (iii) ego involvement, and (iv) active loyalty, play a significant role in influencing the consumer behaviour towards switching. Contrary to popular notion, the ‘people factor’ was not found to be important. Implications of the findings are discussed in the present study.
 

  EXTERNAL STIMULATION ACCELERATING A STRUCTURAL SHIFT TO SERVICE ORIENTED INDUSTRY-A CROSS COUNTRY COMPARISON   Masakazu Katsumoto, Chihiro Watanabe
 


Under the paradigm shift from an industrial society to an information society, that emerged in the 1990s, a structural shift from a manufacturing-based industrial structure to a service-oriented industrial structure has become crucial for a nation’s competitiveness. While it is generally postulated that a shift to a service-oriented industrial structure is a consequence of a virtuous cycle between an increase in income level leading to a qualitative change in demand and increased service industry productivity, historical evidence on national growth around the world reveals the fact that an increase in income level does not necessarily induce a shift to a service-oriented industrial structure as expected. Given the above postulate and a virtuous cycle, the solution of this contradiction is a crucial subject of services management. This paper attempts to identify the source of the contradiction regarding the above postulate. On the basis of an empirical analysis of the growth trend, sectoral structure and income level of 100 countries over the last two decades, a certain threshold was found to exist in the level of income for inducing qualitative change in demand that spurs a shift to a service-oriented industrial structure. In addition, it was demonstrated that an increase in income to a level higher than the threshold cannot be expected solely from an increase in manufacturing industry productivity. External stimulation that includes trade liberalization, deregulation and technological innovation for maximizing the vitality of both domestic and foreign investment is indispensable.
 

  THE STATE BANK OF INDIA: A PROGRESSIVE STUDY OF TRANSFORMATION OF A SOCIALISTIC WELFARE ORGANIZATION INTO A MARKET ENTITY    Parul Goyal, Kirti Sharma, Vinnie Jauhari
 


The State Bank of India (SBI) is one of the oldest banks in India. Primarily set up as a financial institution to take care of interests of the traders, this bank had to undergo basic changes in order to cater to the needs of independent India. As was the requirement of a newly independent country, SBI focused primarily on development issues for the under privileged and rural development. This bank also became the facilitator for the development of the industrial infrastructure of the country. The bank had to radically change in 1991, when the country faced acute financial stress. This paper compares the bank’s performance on international performance parameters (pre 1991 and post 1991 figures) in order to understand the changes the bank had to undergo to adjust to the new circumstances. We have also compared the current performance figures with two other banks to understand the bank and its activities with those of peer banks.
 

  TACKLING PANIC WITHDRAWALS: SOME LESSONS
Parmod Paliwal, Pratima Harigunani
 


The competition in banking industry, like many others, is changing fundamentally. Banks are susceptible to systemic and non-systemic banking crisis. The evolution of a banking crisis may be attributed to many factors distress, panic and apprehensions being one major reason. The phenomenon of panic withdrawals has deep roots. However, if the impact of distress or panic due to rumor is only on selected banks, then this may be an insinuation towards a more serious problem. The focus in such events shifts from a healthy competition to that one of stooping to contriving in vitiating the reputation and image of the competitors. But the banks must gear up to tackle such prospective situations. Solutions fortunately can be devised for combating such a crisis. Credibility is the Achilles’ heel of a banking organization-especially apropos the vacillations of a trenchant competitive sector. Unless, a comprehensive set of measures- both preemptory and peremptory- are undertaken with special advertence to the tenets of crisis management, fiascos cannot be eschewed. Here, the arsenal of logistics, communication and technology have a critical and salutary role so that combating panic withdrawals is more of a duck soup and not an asphyxiating bolt from blue.
 

  HOW ENTREPRENEURIAL ARE YOUTH OF VARANASI : AN EMPIRICAL STUDY THROUGH CYBER CAFES
A. Sahay, S.K. Rai
 


The liberalization, in the beginning brought fear of death but later resulted in explosion of new entrepreneurial interest in the country which was supported by policy initiatives. IT industry has emerged as one of the fastest growing industries in the country. Internet revolution has changed the traditional way of doing business. In contrast to traditional research on entrepreneurship, it was thought to examine the entrepreneurial profile in Internet related business which is a new and vibrant area for start up businesses. The empirical analysis using SPSS software, brought out the shifting patterns of entrepreneurial mix in the society. Contrary to the earlier belief that entrepreneurship is a hereditary quality dominated by Vaisya or trading community, Brahmins were observed to lead the entrepreneurial initiative in this city as far as the business of Cyber café was concerned. The study further revealed that entrepreneurial effort depends on social factors as well, such as education, family background, caste, unemployment, level of motivation, etc.
 

  SERVICE QUALITY PERCEPTIONS  IN FINANCIAL SERVICES-A CASE STUDY OF BANKING SERVICES
Alka Sharma, Versha Mehta
 


The services sector is the most important sector, which contributes largely to the national economy. In India, the banking sector is an important component of this sector. The share of banking and insurance sector has burgeoned from 2.78% in 1980 – 81 to 6.27% in 1997 – 98. It has been so due to the increased significance of financial services in post – reforms era. In case of banking services, the varied service products being offered and their interface with the information technology has emerged as the potent tools of competition. The banks are using these tools to seize the markets and be the ultimate winners. The recent survey on banks shows that HDFC bank, which has been rated as the number 1 bank in India has quality growth as the main objective. Thus the banking intermediaries also have recently started focusing on the quality issues. In this context, the service quality perception among the customers of the banks is the most critical issue. The present study is an attempt in the direction, where quality perceptions of the four leading banks have been compared to reach at logical conclusions.
 

  ENABLING E-GOVERNANCE THROUGH CITIZEN RELATIONSHIP MANAGEMENT-CONCEPT, MODEL AND APPLICATIONS
G. Kannabiran M.J. Xavier Ammu Anantharaaj
 


With the advent of the Internet and telecommunication technologies, business organizations have jumped into the e-business bandwagon that has led to better customer service through implementing Customer Relationship Management tools. The same trend has now caught on with the governments through e-Government initiatives. This paper presents a conceptual model of Citizen Relationship Management (CzRM). The proposed model of CzRM combines a set of functionalities and tools that enable government to become citizen centric. It requires the creation of integrated Citizen Information System (CIS) to provide personalized service and setting up of Citizen Interface Centers (CIC) which can provide many services from a single point of contact. The model is also being related with some of the existing e-Governance applications in India. A number of research ideas in the area of CzRM have also been proposed in the paper.

   
   
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