The last few decades have witnessed a greater transition in the communication sector due to the unpre- cedented innovations in technology. On the one hand, the emergence of broadband has rejuvenated and strengthened the wireline sector by making use of the existing wireline infrastructure. On the other hand, it has created an intense competition among the service providers. The competition has propelled the service providers to look beyond the idea of providing service and has forced them to consider other factors like establishing customer loyalty which stems out of customer satisfaction and service quality. Thus, the study aims to analyze the interrelationship among the above-mentioned factors with respect to digital subscriber line (DSL) service offered by the incumbent wireline operator in Puducherry. The study has found that customer satisfaction plays an intervening role between service quality and customer loyalty.
Background Based on the previous literature it is confirmed that Performance-based service quality and patient satisfaction are major antecedents of behavioral intentions in the healthcare sector. Here, the study deals with the same variables under the framework of Ayurveda healthcare. Objectives The study is an attempt to understand the perceptional differences of healthcare consumers in Ayurveda, by analyzing the relationship between the service quality, satisfaction, and behavioral intentions in Ayurveda. Materials and methods Using the convenient sampling technique, 404 samples were collected through direct interview, with a structured questionnaire from the in-patients of 20 accredited Ayurveda hospitals from the northern part of Kerala, a southern state of India. Respondents of the study consist of mostly women who were aged above 40. ANOVA and t-test were used to evaluate the differences in the perception of healthcare consumers, and multiple regression analysis and structural equation modeling were applied to propose two relationship models from the study. Results The perception of healthcare consumers are found to vary for service quality and patient satisfaction according to socio-economic variables except for the education factor. Later the test on the impact of performance-based service quality on patient satisfaction and the mediation model showed a significant influence between the variables. Conclusion The results of the study could empirically prove the relationships of these variables significantly and it can assure some quality contributions to the healthcare managers to modify their business policies in the future.
Purpose This paper aims to understand whether the perceptions of the patient’s in the health-care service experience differs in the Ayurveda, and to examine the impact of three critical communication dyads on the patient service experiences in Ayurveda health-care sector. Design/methodology/approach The study consists of 436 participants, recruited directly from the inpatients of Ayurveda establishments/hospitals/clinics in Northern Kerala, India. Data was collected through a structured questionnaire. An independent sample t-test was used to find out the differences in the perceptions of Ayurveda health-care consumers towards their health-care service experience. Multiple regression analysis is used to explain the dyadic relationship of patient–firm (PFR), patient–employee (PER) and employee–firm relation (EFR) on the health-care service experience (SE) in the Ayurveda sector. Findings The study highlights that the perception of patients on Ayurveda health-care service experience varies according to their socio-economic statuses such as age, gender, annual income and the number of inpatient days. Among the service communication dyads, PFR is the most effective dyadic phase that contributes significantly more towards an improved Ayurveda health-care SE, followed by the PER and EFR. Research limitations/implications The findings of the study will be more applicable to the Ayurveda health-care sector, where the doctors and the management have more role in the servicescape. Practical implications Health managers have to consider three stakeholders (customers, employees and firm) and the relationship between them. It is valued the PFR more, followed by the PER and EFR. Social implications Proper implementation of the suggestions given by the study can improve overall service communications of the different service providers of Ayurveda with good interpersonal manner to achieve better relationships among the three mentioned parties. Originality/value The empirical evidence from the study is relevant and timely to the health-care service providers of the country to aid them in providing a better health-care service experience. The study adds value given the increasing trend of lifestyle diseases and subsequent demand in health-care services, especially in the Ayurveda sector.
Achieving perfection is an ideal far from reality in any sphere of business ( Varela-Neira et al., 2010 ). But the world has come a long way in terms of progress. Systems like 6 Sigma, etc., have brought down the level of quality defects to miniscule level and there are ways to measure and quantify the defect. By this we can take corrective actions to rectify the defects. But when it comes to handling of complaint, if the complaint is not handled to the satisfaction of customer the damage will be exponential and often irrepairable. The biggest challenge is to measure or quantify the damage created by even small or miniscule level of defective product or service. An effort is made here to study the complaint resolution satisfaction and its effect on customer loyalty for micro, small and medium enterprises in business to business context. Primary data are collected by 5 point Likert scale questionnaire and impact of complaint handling on customer loyalty is measured through (a) simple linear regression and analysis of variance and (b) descriptive statistics like frequency and mean. This study implies that satisfactory complaint resolution is a very important factor for continued customer retention.
The silk industry in Jammu and Kashmir (J&K) state is of very ancient origin. Due to natural irrigation system and highly salubrious climatic conditions is very suitable for bivoltine sericulture. Soil fertility is only one of a number of factors that determine the magnitude of crop yield. Low fertility results in decreased crop development and yield. The fertility of the soil can be managed by fertilization or by application of appropriate management approach. Plants sequester nutrients from atmosphere via photosynthesis and absorption by roots from soil, proportion of which in turn is taken up by animals and returned back to soil. The soil microbial biomass is the living portion of organic content in soil, maintenance of which facilitates retention of soil organic pool and nutrient availability. Increasing organic carbon in soil improves soil health, reduces soil erosion and degradation, improves surface water quality, and increases soil productivity. Indiscriminate use of inorganic fertilizers may have deteriorated the soil characteristics and its micro-flora. In view of above reasons, the output yields of mulberry are low in the traditional sericulture zones. Application of green technologies will pave way for sustenance of soil fertility and quality leaf production.
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