2022-2023

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http://rcca.ndl.gov.in/handle/123456789/83

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Browsing 2022-2023 by Author "Vaz, Sonia"

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    A study of service quality in Indian public sector banks using modified SERVQUAL model
    (2022-12) Vaz, Sonia
    Assessment of service quality has been widely utilized in the service sector, especially in the banking industry. The present study aims to understand the influence of service quality on customer loyalty in Indian public sector banks. The service quality is quantified with the help of a modified SERVQUAL model using dimensions Reliability, Assurance, Tangibles, Empathy, Responsiveness, Charges, and Convenience. Structural equation modelling (SEM) indicated that among all the dimensions, Assurance, Empathy, Responsiveness, and Tangible were found to have a significant relationship with service quality. The banks must focus on bringing in innovation in these parameters to maintain a high quality of service and achieve higher satisfaction, which subsequently develops customer trust towards the company. By bringing innovative changes to improve the service quality, the banks can also increase their competitive advantage and customer retention as service quality has a significant relationship with customer loyalty.
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    Impact analysis of e-learning on students of higher education institutions during COVID-19: A structural equation modelling approach
    (2022-10) Vaz, Sonia
    Staff members use tried-and-true procedures when completing workplace visits, delivering services, and completing client tasks. However, the COVID-19 pandemic compelled employers to change the work styles of individual employees to ensure good communication, work-life balance, and flexibility for employees while maintaining optimal work productivity levels. In addition, the World Health Organization established social separation guidelines to combat COVID-19. Thus, the pandemic challenged the work culture and resulted in employees being quarantined in their homes. As a result of this transformation, employees were encouraged to use digital tools to facilitate work-from-home opportunities. The current study analyzes employees' psychological and productive effects of work-fromhome culture. It also looks for coworker bonding threatened by this transformation and suggests a way to keep it intact. Through a thorough literature review, the authors developed a comprehensive model to assess the pandemic's impact on employees' lifestyles. The conceptual model was empirically tested by applying the model to data collected from 233 employees from various backgrounds. The model result was validated using Partial Least Squares Methods-Structural Equation Modeling. The inferences highlight the factors influencing employee morale and work culture and the parameters closely related to employee functioning in the organization that should not be affected.