JTMGE Vol. 13 No. 2 (October 2022)

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https://demodspace.chitkara.edu.in/handle/123456789/319

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    Assessment of Attitude of Customers Towards Service Quality Dimensions in Health Insurance Sector in Punjab and Chandigarh
    (Chitkara University Publications, 2022-10-01) Reetu Devi; Jasvinderjit Kaur
    Background: The success of any corporation depends upon the availability of products and quality of service provided to its customers. Service quality in health insurance depends upon the capacity of the companies to fulfil the expectation of the customers. So, it becomes necessary for the health insurance companies to provide better services to its customers. Purpose: This study aims to measure the level of service quality in selected health insurance companies in Punjab and Chandigarh. Methodology: The data has been collected from 460 customers residing in Punjab and the Union Territory of Chandigarh who had the health insurance policy from different public and private sector companies. SERVPERF scale given by Cronin and Taylor (1992) consisting of 22 statements of the perceptions of service quality has been used in the present study to measure the level of service quality of the health insurance companies. Results: The findings highlighted that the customers have moderate level of positive attitude about the different dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy of health insurance services provided by the selected companies. Conclusions: From the managerial point of view, the study would help health insurance companies to improve their service quality on all the dimensions namely tangibility, reliability, responsiveness, assurance and empathy to be successful and to survive for a long term in the market.
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    Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products
    (Chitkara University Publications, 2022-10-30) Manoj Govindaraj; Ravishankar Krishnan; Jenifer Lawrence; Nitika Sharma
    Background: This study shows how significantly the retail sector impacts customer satisfaction through service quality. Purpose: This study delves into the influential factors within the realm of service quality dimensions offered by electronic retail outlets and their consequential impact on customer satisfaction. Method: The research employs standardized regression weights to identify the critical service quality dimensions impacting customer satisfaction. Key dimensions include tangibility, responsiveness, reliability, and empathy, with reliability emerging as the most influential factor. Result: Findings underscore the significance of several service quality dimensions, including tangibility, responsiveness, reliability, and empathy, within the context of a retail outlet. Each of these dimensions plays a vital role in shaping the customer’s experience and satisfaction. Notably, reliability emerges as the linchpin, signifying that customers place a premium on the predictability and trustworthiness of services provided by electronic retail outlets. Conclusion: Retail businesses should prioritize enhancing tangibility, responsiveness, reliability, and empathy as part of their customer-centric strategies. These improvements have the potential to exert a substantial and positive influence on customer satisfaction. By acknowledging the pivotal role of these dimensions and incorporating them into their operations, retailers can design strategies that lead to heightened customer experiences and, ultimately, elevated levels of customer satisfaction.
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    Creating Collaborative Cultures: The Effect of Rewards and Social Units on Knowledge Sharing in Culturally Diverse Academic Settings
    (Chitkara University Publications, 2022-10-30) Jaswinder Pal Singh; Baljinder Kaur
    Background: The present study explores knowledge sharing in multicultural academic settings, focusing on gender dynamics. The study emphasizes the impact of rewards, social units, and cultural diversity on knowledge sharing behaviors. A deeper qualitative exploration could further highlight specific dynamics not captured in quantitative analysis. Purpose: Taking higher education institutions (HEIs) in India as the research context, this paper aims to examine the knowledge sharing dynamics influenced by rewards, social units, and cultural diversity, focusing on gender-specific differences among faculty members. Additionally, the study provides recommendations for HEIs to foster inclusive knowledge sharing practices. Method: This cross-sectional, quantitative study employed a convenience sampling method. Data were collected via a structured questionnaire. In this survey, 680 questionnaires were distributed to an entire university faculty. All respondents are affiliated with Chitkara University and Punjabi University, India. The survey measured demographic details, familiarity with knowledge sharing, and variables such as knowledge sharing, rewards, social units, and cultural diversity. Result: The study reveals that gender-specific differences significantly impact knowledge sharing behaviors. Monetary rewards are more effective for male faculty members, while non-monetary rewards and institutional support for cultural diversity are more effective for female faculty members. Strong social units positively influence knowledge sharing for both genders, but more so for males. The combined effect of institutional support for cultural diversity and social units on knowledge sharing is perceived differently by male and female faculty members. Conclusion: Gender dynamics play a crucial role in shaping knowledge-sharing behaviors within multicultural academic settings. Addressing these gender-specific influences through tailored rewards and inclusive social networks can enhance knowledge sharing. The study underscores the need for higher education institutions to develop gender-sensitive policies and cultivate inclusive environments to promote effective knowledge sharing among faculty members.
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    Women Entrepreneurs: Key to Accelerating Economic Growth
    (Chitkara University Publications, 2022-10-30) Ruchika Jeswal; Nidhi Gupta
    Background: The concept of women entrepreneurs has been on the upswing in India. Encouragement of women entrepreneurs is critical for economic growth since their participation has a direct impact on raising living standards, job creation, and social independence, all of which lead to better community results. In the face of adversity, women entrepreneurs around the world have demonstrated adaptability and resilience to drive economic recovery. Therefore, the present study aimed to identify the factors that influence women towards entrepreneurship in the last five years and to explore the challenges faced by women in their entrepreneurial growth journey. Purpose: The objective of the present study is to identify the factors that influence women towards entrepreneurship and to explore the major challenges faced by women in their entrepreneurial growth journey. It also tends to understand their role in economic growth. Methods: This qualitative study was conducted among women-owned business ventures in India. The data were collected through semi-structured interviews with eight women entrepreneurs who were selected by purposive sampling. Data analysis was done through thematic analysis. Results: Data analysis resulted in the identification of the following seven main themes that affected women’s entrepreneurship: education, digitalization, mentoring, social and family support, government initiatives, financial decision-making, and social dynamics. The study also identifies the six major challenges faced by women during their entrepreneurial journey; these are scalability, access to mentorship, use of technology, access to the capital seed stage, challenges in legal compliances, and clashes of priorities between personal and professional responsibilities. Conclusion: The study explores the factors that lead to the growth of women-owned business ventures and its impact on women’s empowerment. The study also suggests that women’s entrepreneurship can be achieved through digital and business education, training, and skill enhancement programs that help them adapt to changing environments and manage multifaceted roles. Government initiatives play an important role in providing economic support and helping them raise their social status.
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    Investigating the Effect of an Open Window vs. A Closed Window on the Concentrations of Suspended Particulate Matter in the Indoors with respect to the Outdoors
    (Chitkara University Publications, 2022-10-30) Raja Singh; Tushar Mondal; Anil Dewan
    Background: A study was conducted in New Delhi during peak winter to investigate the impact of open versus closed windows on indoor levels of PM2.5 and PM10, given the high ambient air pollution levels during this time. Purpose: The aim was to determine whether opening windows affected indoor concentrations of PM2.5 and PM10, despite the prevailing belief that outdoor air quality significantly influences indoor air quality. Method: A PM2.5 and PM10 air quality meter was used near a window at a single location for 10 days, with measurements taken nine times daily during working hours. The experiment involved alternating between open and closed window conditions to observe any significant changes. Result: Contrary to expectations, opening or closing windows did not substantially alter indoor PM2.5 and PM10 levels. The study indicated that outdoor air might not significantly contribute to indoor particulate matter, suggesting minimal diffusion through open windows. Conclusion: The findings suggest that isolation measures alone may not effectively reduce indoor PM2.5 and PM10 levels, as outdoor sources do not significantly influence indoor air quality even when windows are opened.