Purpose
The service sector is the key driver of a country’s economic growth. The quality of service is more important for the survival of any organization. It is the interactive process by which the organization understands the customer and satisfies their needs. The main purpose of this study is to identify the factors influencing service quality in ocean freight forwarding and to study the association between the factors.
Design/methodology/approach
This research uses a deductive approach, which understands the theory first and collects the data. A questionnaire is designed to collect the data. The sampling technique used is two-stage sampling. First, the freight forwarders are selected and then the customers, importers and exporters are selected randomly. Likert scales are used to measure quality factors such as tangibility, reliability, responsibility, value, empathy and assurance. The association of factors is empirically evaluated. The SPSS tool is used for the correlation analysis.
Findings
An extensive review of the literature has been done to study and identify these service quality factors influencing customer satisfaction and loyalty. The result of this extensive literature review revealed that tangibility, responsiveness, reliability, trust, empathy and value are the service quality. It has been proved that there exists a significant association between the service quality factors and is positively related to the customer satisfaction.
Originality/value
Some studies have examined the freight forwarders’ service quality, but not specifically related to any dimension. This study attempts to bring together the five dimensions of SERVQUAL scale and the value dimension evaluating the cost, freight charges, safety and security criteria in the industry and examines the association between the quality factors and customer satisfaction.
Insurance is a contract between the insurer and the insured where the insurer agrees to compensate for the losses suffered by the insured in return for the payment of specified sum of amount called premium. Insurance Industry in India is a huge sector which contributes much more for the overall development of the country. Using various descriptive statistical tools like mean, standard deviation, ANOVA, correlation coefficient, this research paper analyses and make a comparative study on financial performance of selected life insurance companies in India.
Renewable energy sources (RES) used in smart city for power generation systems are energy supply toward smarter and more sustainable cities. However, their proper integration as new infrastructures of the smart city (SMCT) requires understanding the SMCT architecture and promoting changes to the existing regulation, business models, and power grid topology and operation, constituting a new challenging energy supply paradigm.This technology addresses the use of renewable energy systems on smart city, oriented to distributed generation (DG) for households or districts, integrated in an SMCT. In this context, the main renewable energies and companion technologies are reviewed, and their profitability investigated to highlight their current economic feasibility. A simplified architecture for SMCT development is presented, consisting of three interconnected layers, the integration and impact of distributed renewable energy generation and storage technologies in this architecture is analyzed. Special attention is paid to the grid topology for their technical and efficient integration, and to the business models for facilitating their economic integration and feasibility.
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