Vol. 3, No. 1, 2012
Browse
6 results
Search Results
Item Impact of Queue on Customers: An Analysis of Some Retail Shops in Bangladesh(East West University, 1/1/2012) Sultana, Mimnun; Islam, MM. NazrulCompanies differentiate offerings with competitive advantage like product development but currently customer satisfaction is becoming a vital issue. Service organizations with inefficient waiting line management reduce competency. The objective of this study was to survey different retail shops Bangladesh to observe waiting line management, factors for waiting & to propose approaches to mitigate waiting lines. The research progressed through conversation with 124 customers and depth interviews of professionals with an effective questionnaire. Analyses of those empirical and numerical data were done in different aspects applying SERVQUAL method andthe information is presented as well. To deal with waiting line problems, selection of procedure or priority rule is important according to the type of service and long term perspective should be taken to gat rid of queue.Item Quality os Customer Service in the Banking Sector of Bangladesh: an explorative study(East West University, 1/1/2012) Afrin, TasneemaAfter careful evaluation of the customer service quality by the private commercial banks of Bangladesh, following major recommendations are suggested in this article: 1. Recognizing 'Quality' problem- identifying the problem area for the banks 2. Selling the idea of 'Quality' to the internal audience (staff) 3. Creating a 'Customer focus and care' culture 4. Developing customer-oriented measures to improve quality 5. Improving the physical evidence Supporting these recommendation are the following findings and conclusions drawn from an observation of 100 random customers selected from 5 major commercial banks in Bangladesh using the SERVQUAL method. The survey revealed that customers prioritized 'Responsiveness' as the most important dimension of service quality. The tangible stood second in priority followed by Reliability, Assurance and empathy respectively. Empathy towards customers is not a widely practiced phenomenon as it was the lowest of the five dimensions with a score of 6.15. Customers ranked HSBC as the best among the selected banks with an overall service quality score of 7.4 while EBL was rated worst with an overall service quality score of 6.25Item A Comparative Study of the Cost of Higher Education in Private and Public Universities in Bangladesh(East West University, 1/1/2012) Barmon, Dr. Basanta Kumar; Sharmin, Imrana; Dey, DebashishThe present study aims to attempt a comparative study of the reasons for enrollment in private universities and to estimate the cost of education for higher education in both private and public universities in Bangladesh. Primary and secondary data are used in this study. The findings of the study indicated that the monthly average cost of education of a student in a private university is significantly higher than in a public university. The main reasons are that the students of private universities spend more money on tuition fees, accommodation costs and better living expenses than those of public universities, and the costs also largely vary (in both private and public universities) among the students within the same university. On an average, the parents' monthly income of students who are enrolled in private universities in significantly higher than that of public university and most of the parents are engaged in business or good government services. The cost of Education also depends on parents' income, family size, and the number of students in the same family. The study also indicates that on an average, monthly expenditures of male students are significantly higher than those of female students.Item Super-Measure Management (SMM) and Customer Satisfaction: Investigating the Relationship(East West University, 1/1/2012) Talukder, A.K.M. Mominul Haque; Talukder, Md. Saifur RahmanThis study aimed at exploring various determinants of super-measure management (SMM) namely, service guarantee, customer relationship, managing customers, strategic alignment and leadership on customer satisfaction and performance of the firm. Data were collected by using well-defined closed ended questionnaire. The study used reliability test and Pearson's correlation to analyze data. The result indicated that customer satisfaction and organizational performance are significantly positively related with service guarantee, customer relationship, way to manage customers, strategic alignment, and leadership style and practices of the employees. The findings suggest that incorporating these dimensions may provide service organization with the potential to improve performance and satisfy customers significantly.Item Work Satisfaction andd Employee Turnover Intentions: An Empirical Study(East West University, 1/1/2012) Joarder, Dr. Mohd H.R.; Ashraf, Mohammad A.There has been a theoretical presumption in HRM that job satisfaction and employee turnover intention are negatively correlated. Based on this premise of argument, business leaders aspire to ensure optimal job satisfaction which is a key to the success of any business that relies on a variety of organizational and psycho-economic factors. This study was conducted in the fast-growing Grameenphone (GP) limited, which is the largest mobile phone company in Bangladesh. The factors i.e. independent variable are compensation package, supervision, career growth, training and development, working atmosphere, company loyalty and performance appraisal. The result shows that training and performance appraisal, work atmosphere, compensation package, supervision, and company loyalty are the key factory that positively influence job satisfaction which in turn reduce employees' turnover. The study also finds that the employees of this company possess the above at the moderate level and positive attitude towards work satisfaction which causes lower turnover incidence.Item In the Lineage of the King: Conversion, Identity and Why the Rajbanshi in Bangladesh Claim to be Kshatriya(East West University, 1/1/2012) Wilson, Dr. MargotClaims to Kshatriya status by lower caste or tribal groups are by no means restricted in time and place to the Rajbanshi. Nevertheless, Rajbanshi claims provide a characteristic example of the colonial, caste and academic dialogues about conversion, elite emulation, ethnicity, and identity development which surround the processes defined as Hinduization and Sanskritization by weber and Srinivas. This paper relies on ethnographic research in a Rajbanshi community in northwest Bangladesh to augment and illustrate discussion points from that literature.