Purpose: This paper aims to identify the fundamental features of culture within an organization and thereafter examines the subculture, which is imminent in relation to the attributes of employees.
Methodology: This research was carried out by involving 22 prominent healthcare service sector organizations, which were selected randomly from three major districts in Odisha state, India. The study is based on 358 selected sample responses from front-line employees of these selected healthcare service sector organizations. The statistical techniques that were used on data derived in this study were analysis of variance, descriptive statistics, and t-tests.
Findings: It was found that employees of the healthcare service sector organizations involved considered cultural characteristics such as outcome, team orientation, and attention to detail to be the least prevailing in their organizations. The study revealed significant differentiation of the perception of the organizational culture prevailing within the organization, through post facto analysis of verification for variation potentials, for tenure in a specific position, age, and job position. Thus, this study argues that based on occupation, employment relationship type, and gender, an insignificant influence was displayed on the employees' perception of the prevailing organizational culture.
Practical Implications: The development of a superior culture that promotes service quality enhancement maximizes patient satisfaction. To achieve successful proliferation and quintessential existence of the organization, it is cardinal that all the personnel within the organization have a firm grasp of the main operating culture and the intrinsic subculture. This study highlights the impact of organizational culture and subcultures within various organizations catering to the healthcare service sector of Odisha.
*((The paper presented at the 7th International Conference on Embracing Change & Transformation Innovation and Creativity 26-28 May 2022)
Customer Relationship Management (CRM) has become the key strategic tool in the hands of the banks that have moved away from pure banking to need based banking. This focal point of today’s need based banking is achieving customer satisfaction because organization survival depends upon satisfied customers and customer retention leads to revenue generation. Thus survival, growth, and profitability in this present age technology driven and competitive world is a culmination of products, services, and customer relationship. The main purpose behind this study is to analyze if the ECRM techniques used by particular banks have been successful in bringing about customer satisfaction. Long-term satisfied customers reflect loyalty and bank’s success in implementing its CRM strategies.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.