ROGE - Pune 2011 - The Academy of Business and Retail ...

International Conference on the Restructuring of the Global Economy, PUNE 1-2 February, 2011
II.
A study to Determine the Factors Influencing the Customer Choices and Preferences for
selecting health care services in the private Hospital in and around Kolkata
Sandip Ghose, Indian Institute of Social Welfare, India
Gairik Das, IISWBM, Kolkata, India
Abstract
Presently the healthcare market in the private sector is completely consumer
oriented. Today patients are more informed about the healthcare services and are
inclined to be in the Quality Care process. As a result Quality Care Services acts as a
significant deciding factor in mind of the patient for their preferences. In view of this
taking note of the Patients perceptions currently is a serious issue for study for the
betterment of Healthcare business. The main objective of the study is to identify the
factors influencing Patients selection of healthcare services, Patient’s association and
loyalty to the hospital and Patients mode of recommendation to others.
Based on a customer survey with the help of a standardized questionnaire,
having a blend of open and closed ended questions, a survey was conducted in the
hospitals in around Kolkata with a sample size of approximately 150. Tools were used
for data analysis and interpretation. The outcome expected enormously to improve the
health services phenomena from the point blank perspective of patient perception and
satisfaction.
III.
Consumer Behavior Towards Organized Retail Industry
B. V. Sangvikar and Hemant J. Katole, Department of Management Sciences
(PUMBA), University of Pune, India
Abstract
In this research paper researcher basically focused on behaviour of consumer
mainly on spending pattern in different store formats, store preference on the basis of
product availability and consumer satisfaction in organized retail with reference to
consumer spending pattern, consumers preferred store, customer satisfaction with the
salesman services, and consumer behavior and plants layout. Researcher found that
the major customers prefer retail outlets because of price discount, followed by variety
of products in the store and convenience to the customer to visit particular retail
outlet. Departmental stores are most popular amongst consumers. Customers’
spending pattern varies with price and availability of products while customers’
spending shrinks due to poor quality of products kept in the store.
IV.
The Impact of Electronic Service Quality (e-SQ) on Customer Satisfaction for Iranian Internet
Banking
Farnaz Beheshti Zavareh, Mohd Shoki Md Ariff & Huam Hon Tat, Universiti
Teknologi Malaysia and Mohsen Ashourian, Islamic Azad University
Abstract
The present study addressed electronic service quality (e-SQ) in the Iranian
Internet banking context and its relationship with the customer satisfaction. Based on