Aayushi Gupta

Client satisfaction in Indian banks: an empirical study

Purpose – The purpose of this paper is to identify the factors impacting customer satisfaction in Indian banks and analyze their effects the level of customer satisfaction through a regression analysis. The primary contribution of this study is the analysis and resulting insights on the critical factors impacting client satisfaction within the Indian retail banking sector.Design/methodology/approach – A 28 item questionnaire was prepared based on literature review and discussions with current customers of Indian banks. The questionnaire was then sent out to current customers of 13 retail banks in India. In total, 420 completed questionnaires were received, out of which 400 were found to have been accurately and completely answered. The 28‐item instrument has been empirically tested for unidimensionality, reliability and validity using Cronbach alpha and exploratory factor analysis.Findings – A factor analysis suggests that there are five factors driving customer satisfaction: “service quality”, “ambience/...

Children's influence in family buying process in India

Purpose – The purpose of this paper is twofold: to categorize and rank products based on childrens influence and to compare their influence on the different stages of the family buying process.Design/methodology/approach – The study was based on an extensive literature review and focus group discussions. Using a structured questionnaire, a survey was conducted with children aged 8‐12 years. The sample size was 175.Findings – Factor analysis revealed three distinct product clusters: “loud”, “noisy” and “quiet” goods. Childrens influence was found to be highest for noisy goods, lesser for loud goods and lowest for quiet goods. One‐way MANOVA analysis found that for loud and noisy goods childrens influence was highest in the initiation stage, and lowest in the search stage. For quiet goods, the highest influence was in the final decision stage followed by initiation and choice stage.Practical implications – The identified product clusters and childrens relative influence across the buying stages for thes...

Identification and ranking of critical success factors for BOT projects in India

Purpose - – The study aims to identify and rank the critical success factors (CSFs) for BOT projects in India. Design/methodology/approach - – The study was conducted based on an extensive literature review and focus group discussions. Through structured questionnaire, a survey was conducted with executives from leading construction, consultancy and government organizations. A total of 150 questionnaires were sent out of which 60 responses were received. Analytical hierarchy process method was used to analyze the data. Findings - – Concession agreement, short-construction period, selection procedure of concessionaire, sufficient long-term demand and sufficient net cash inflow emerged as the top five factors critical for the success of the BOT projects in India. Practical implications - – The identified CSFs should influence the policy development towards BOT projects and are expected to enhance the success rate of these projects. Originality/value - – The study has made much-needed contribution to the extant literature on BOT projects. The findings would be valuable in assisting government (owner) and private participants to have a better understanding of the critical factors leading to success of these projects. The results from the current study are crucial as not many studies have been conducted in India as compared to China and West.

Exploring the dimensions of attrition in Indian BPOs

Business process outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Despite the momentous growth and brilliant future, the BPO industry has experienced high attrition rates since inception. There are many factors that lead to attrition in BPOs and much research has taken place time and again. In this study, we have made a comprehensive attempt to explore the dimensions of attrition by identifying the factors that lead to it, assessing the contribution of the factors toward attrition, and comparing the dimensions across the various demographic variables. Data have been collected from 500 BPO employees and analyzed using Statistical Package for the Social Science 17.0. Factor analysis, correlation, regression, t-test, and Duncans mean test have been done to empirically interpret the result. The paper not only identifies the significant dimensions of attrition but also provides scope for further studies in the field of employee retention in the BPO industry.

Exploring risk dimensions in the Indian software industry

The success of software projects is quite subjective in nature and is fettered by many risks, the perception of which varies from individual to individual and largely depends on the demographic characteristics of the executives and even the characteristics of the project. This study aims to identify and gauge the software risk dimensions and analyze the differences of perception among executives toward software risks. The contributions of this study untangle the issues underlying risks in the software industry and associates these issues with the perception of the “human” factor present in the industry.

Use of Influence Tactics by Children in India

Children constitute a major consumer market; they have very strong power to influence purchase decisions, and they have been playing an important role in the family buying process with direct influence on purchasing power of snacks and sweets, and indirect influence while shopping for big-ticket items. Children are becoming stronger and they use different strategies to persuade their parents. This article attempts to highlight the different strategies which children use today to influence their parents. Demographic characteristics of a child such as age, gender, and number of siblings have an important role in the usage of different influence tactics by children. The study is conducted through primary survey (questionnaire) on 175 children in the age group of 8–12 years. Collected data are analyzed based on frequency distributions. The collected data are summarized and coded by using Statistical Package for Social Scientists 16.0 (SPSS) and Microsoft Excel. The general findings of the study suggest that demographics play an important role only in a few influence strategies like emotional and persuasion. Marketers should understand this and make an effort in tapping the right chord to make their product more buyable by families.