Suchergebnisse

The research was carried out using a questionnaire which was presented to the respondents, who were customers of the selected companies. Indian petroleum companies in recent years are going through a phase of turmoil as far as product marketing is concern. Since inception, they were operating in an oligopolistic environment with profit margin guaranteed by Government of India. Indian companies started losing their market share to their competitors over the years. Moreover, introduction of world best practices by MNCs and private players in India has also increased the expectation of Indian consumer from the petroleum companies. Thus a new marketing variable for Indian petroleum companies called "Customer Satisfaction" was born. Decontrolling, allowing private participation and availability of cleaner, greener and cheaper alternative fuels in the open market has made Indian petroleum market a very competitive place. Unlike other consumable products, petroleum products marketed in India by any marketer has no distinct attributes to differentiate it from other marketers. In absence of any distinct product features & price differential, this new marketing variable becomes very important for Indian petroleum companies to highlight them out w.r.t. their competitors.Classification-JEL : E51, C58

Customer satisfaction is imperative for the long - term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization in 1990 and economic reforms and the entry of new service providers in the Indian market, Indian banks – both public sector and private sector are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the factors which might affect customer satisfaction in the Indian retail banking sector. In this study the researchers studied the construct of customer satisfaction with respect to Indian retail banking from a qualitative perspective. We studied the dimensions of customer satisfaction . We applied Grounded Theory Method, a tool for qualitative analysis . We conducted depth interviews and focus groups of Indian retail banking customers. The participants were persons who have availed Indian retail banking services. The analysis included open coding of the data and writing memos, concept generation from the phenomena, index card sorting to identify categories and sub - categories, axial coding to relate the categories and sub - categories, and selective coding to identify the core category. The findings included the concepts generated which would determine the dimensions which might affect customer satisfaction.

The focus of our research is Customer Based Brand Equity (CBBE) in Indian medical tourism which has gained wider attention world-wide. To be able to operationalize CBBE (brand equity) for medical tourism scale development, we generated items for such a scale through content analysis. The research questions for this study were (a) What are the dimensions for a brand equity scale for medical tourism considering social, economic, and market influences? (b) How is culture along with an economic indicator such as infrastructure/superstructure relevant in the context of CBBE for medical tourism? and (c) To what extent does the content analysis of interviews based on questionnaires from literature reviews support the variable? The respondents were contacted from two large East Indian Hospitals with continuous visits by heterogeneous foreign patients. Content analysis was used to evaluate the responses using the framework for coding as given by Corbin and Strauss (2008). This paper explores the reasons as to why the patients from western countries and the Middle East prefer other destinations as compared to India for medical tourism. The medical tourism market is growing due to comparatively affluent middle class, better connectivity and wiser cost decisions by patients. The Indian medical tourism market has gained wider attention due to well trained and competent physicians, cost consideration, quality service, better international accessibility and popular use of English as the primary mode for spoken and written communication language. However, there is no general relevant Customer Based Brand Equity (CBBE) scale for medical tourism market till present day. We have identified six dimensions (three new) for a consolidated and unified CBBE scale for medical tourism. In the later part, we have done a content analysis of 90 patient interviews conducted in Eastern Indian hospitals. The interview questionnaire was developed from the literature review. Lastly, a content analysis is done using Nvivo software for logical validation of literature findings. The content findings and prior literature review enabled us to propose the dimensions of the CBBE scale for medical tourism. The new dimensions may be used for future CBBE research in medical tourism at the global level.