Browsing by Author "Vaz, Sonia"

Now showing 1 - 6 of 6
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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.
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    Impact analysis of e-learning on students of higher education institutions during COVID-19: A structural equation modelling approach
    (2023) Vaz, Sonia
    Classroom-based, face-to-face interactive teaching has been a conventional system for decades in higher education. Due to the spread of COVID-19, universities were forced to halt their educational programmes. As a result of integrating technology and education, e-learning has become a vital learning medium. As e-learning becomes progressively essential in education, there has been a significant increase in e-learning courses and programmes. E-learning systems play a critical role in today’s educational landscape and must be evaluated to ensure decisive delivery, pragmatic use, and a positive impact on learners. As a result of this extensive review of the existing literature and the development of a comprehensive model, different rates of success can be linked to different factors. The Technology Acceptance Model (TAM) and the User Satisfaction Model (USM) were both used to support our findings. PLS-SEM (Partial Least Squares–Structural Equation Modelling) was used to analyze data from 352 students who were participating in an e-learning course. Using this model, the study describes how learners’ self-regulation mechanisms and attitudes, variations in temperament, and extrinsic considerations such as technical assistance, development preparation, and usability of facilities influence the perceived ease of use and perceived value of electronic learning programmes.
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    Leveraging ChatGPT for Empowering MSMEs: A Paradigm Shift in Problem Solving
    (2024) Vaz, Sonia
    This paper delves into the potential of harnessing ChatGPT, an AI-driven language model, to empower micro, small, and medium enterprises (MSMEs) by revolutionising their approach to problem solving. The research aims to explore the integration of ChatGPT into MSME operations and evaluate its impact on enhancing their problem-solving efficiency. By scrutinising the literature and reviewing several case studies, a comprehensive framework emerges, detailing the utilisation of ChatGPT as a problem-solving tool for MSMEs. This involves training the model with industryspecific data and incorporating it into MSME communication channels, enabling intelligent responses to queries. The results highlight the substantial improvement in problem-solving capabilities, with the model’s real-time assistance diminishing response time, elevating accuracy, and furnishing tailored solutions to intricate challenges. However, limitations arise from the model’s reliance on existing data, potentially introducing biases. Significantly, this research offers practical implications for both MSMEs and policymakers. ChatGPT’s integration holds promise in terms of heightened efficiency, productivity, and competitiveness for MSMEs, counteracting resource constraints, and fostering growth. Policymakers can aid this transition by formulating ethical guidelines to ensure the equitable and transparent application of AI in the MSME sector. This study’s novelty lies in its focus on MSME empowerment through ChatGPT integration, bridging a research gap. Its value emanates from the actionable insights provided, offering guidance to MSMEs, policymakers, and practitioners keen on leveraging AI-driven solutions to amplify problem-solving capacities within the realm of MSMEs.
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    Redefining Workspaces: Young Entrepreneurs Thriving in the Metaverse’s Remote Realm
    (2024) Vaz, Sonia
    This research paper explores the intersection of the Metaverse and remote working, specifically concerning young entrepreneurs. Its primary objective is to examine the opportunities and challenges presented by the Metaverse for this demographic engaged in remote work, providing actionable insights for both practitioners and policymakers. The methodology employed involves an extensive literature review that delves into the concept of the Metaverse, its evolution, and the implications it holds for remote working. This foundational exploration is supplemented by in-depth analyses of case studies and examples, offering real-life illustrations of how young entrepreneurs leverage the Metaverse for remote work. The findings of this investigation reveal a landscape ripe with potential for young entrepreneurs operating within the Metaverse. This study highlights the benefits of enhanced collaboration, expanded global market access, and the emergence of innovative augmented and virtual reality applications. However, these opportunities are accompanied by notable challenges, including issues related to technological infrastructure readiness, security concerns, and potential societal impacts. Acknowledging the evolving nature of the Metaverse concept and potential biases in sample selection are critical research limitations. Practically, this paper translates its findings into actionable recommendations for young entrepreneurs seeking to maximize their utilization of the Metaverse for remote work. It emphasizes the importance of skill acquisition, adaptability to the changing work environment, and the implementation of robust security measures. Furthermore, it advocates for policymakers to develop supportive regulations and policies that recognize and accommodate the intricacies of virtual contracts, data protection, and cross-border collaborations. Strengthening intellectual property laws and tailoring taxation policies for this digital domain are also crucial aspects. In essence, this research contributes significantly by synthesizing the existing literature, presenting real-world examples, and offering practical insights tailored to the unique space where the Metaverse and remote work intersect. Its value lies in bridging gaps in understanding, providing actionable guidance, and contributing to the evolving discourse on this emerging field.
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    Unlocking Brand Excellence: Harnessing AI Tools for Enhanced Customer Engagement and Innovation
    (2024) Vaz, Sonia
    This research article delves into the integration of AI tools, particularly Chat GPT, within brand marketing strategies, aiming to uncover their practical applications and associated benefits and challenges. Real-world case studies, practical recommendations, and insights into AI-driven innovation collectively form a guide for brand managers aspiring to leverage these tools effectively. The research findings highlight Chat GPT’s transformative potential, showcasing successful integration into marketing strategies that enhance customer experiences, streamline interactions, and introduce innovative campaigns. Despite acknowledging the dynamic nature of AI technology and potential biases in data analysis, the article provides practical recommendations for brand managers, emphasizing ethical considerations and adapting to the evolving AI landscape. The research underscores the importance of responsible AI usage, transparency, and continuous adaptation to changing consumer behaviors for maintaining trust and ethical standards. This contribution to the existing literature combines real-world examples, practical insights, and a mixed-methods approach, offering a unique perspective on how AI, particularly Chat GPT, can reshape customer engagement, brand communication, and creativity in both academic and industrial contexts. The article provides a comprehensive examination of AI tools’ practical utility, bridging theory and application for a nuanced understanding in the field of brand marketing.