Category: MBA Seminar Topics

The main aim of this research is to understand and evaluate the impact and importance of succession planning across small business organizations. In general succession planning deals with training and developing the internal employees and promoting them to the higher level jobs within the organization and assigning the leadership to few departments of the organization and this involves many steps and issues and has the direct impact on the performance of the organization and the employees as well in many aspects.

Thus in this research Solar Trade Association is considered as the case study and the research will be conducted with the management and employees to understand their opinion and practice towards the implementation and issues with the succession planning and qualitative research will be adopted in this context. Based on the research findings and analysis the overall impact of Succession planning on small organizations like Solar Trade Association will be explored

 Research Aim: The aim of this research study is to reduce the waste arising on construction site and to promote awareness in the small, medium and large construction sites regarding environmental issues, best practice and use of recycled and reclaimed materials in order to save transportation cost, disposal cost, landfill cost.

This study of research identifies the behaviour of waste production on various stages of the construction and concentrate on how waste can be minimized on site.

If the amount of construction waste going to landfill can be reduced then,(i) environmental damage from quarrying can be cut.(ii) energy consumption or transportation can be reduced. (iii) landfill capacity can be conserved (iv) profits on construction can be increased through reduced disposal cost.

According to this research in order to sort out these issues and form a proper and effectiveness waste minimisation initiatives, this research sets out certain process, methodologies in order to achieve it.

Research Hypotheses:  Construction waste managements plans, reduction, reuse, recycling of materials can form an effective waste minimizing initiatives.

Methodology

The research methodology and process is described to provide better understanding of dissertation and related research work. According to Fellows. R and Liu. A (1997), research project does not occur in vacuum, it take place in specific environment with researchers interest, experience and expertise etc. This paragraph illustrates that how the research work will be discovered, studied and investigated. The reason to author for choosing topic of managing and minimising construction waste in UK Construction industry comes from author’s background and interest in particular subject. The authors aim to to reduce the waste arising on construction site and to promote awareness in the small, medium and large construction sites. It would be also helps to focus on subject of how waste can be minimized and recyle on site.

After explaining and determined proposal of research study, it will be important to identify appropriate research methodology, which will helps to satisfy the aims of the paper as,  planning is major key for success of research. Research methodology provides essential foundation for success of research so it considered as major part of dissertation project with collecting and selecting data formats.

In another way it may also defined as branch of philosophy concerned with the science of method.

Methodology may be understood as an overall method to investigate aim of research study satisfactorily within the context of research for particular dissertation. (Holt, G. D., 1998,) sates that choice of methodology is primarily depend on specific research objective thus understanding of science of methods is important to select appropriate research methodology.

There are two types of research strategy called as ‘quantitative research’ and ‘qualitative research’. Fellows. R and Liu. A (1997), suggest that quantitative approach try to collect real data and study findings of any research accordance with theory. Creswell (1994, page no 85), a quantitative research defined as “a human or social problem based on theory or testing a hypothesis and can be measured with number, analysed with statistical procedure so as to determine theory or hypothesis hold is true”. So in quantitative data analysis objective is to test the theory rather than developing it. Again Fellows. R and Liu. (1997) states that there are three main approaches for quantitative research which are nothing but: questionnaires, interviews and experiments.

Qualitative approach of research understands the people’s knowledge gained by the world as a group and as a individual, thus qualitative research is all about the brief understanding of options and views of peoples investigated and data collected in such research may be unstructured and of raw form but considered as a rich and detailed in content of scope of research. According to Cohen and Manion (1994), there are number of multiple methods for investigation and measurements of factors such as teaching method, academic achievements, practical and social skills, personal interest, interpersonal relationships and community spirit etc.

Before carrying out the main survey, A Pilot study was performed to study the relative weighting of a set of principal factors affecting the choice of construction waste sorting methods. The factors are (1) availability of site space; (2) cost; (3) labour; (4) disruption to normal site activities; (5) market for recyclables; (6) environmental benefit; (7) management effort; and (8) waste sort ability.

Data collection: Data can be collected using various methods such as questionnaire,postal questionnaire,structural interview literature review, distribution and collection of questionnaire, interview process, case studies. Information regarding duty of care which the holder of waste carries is been to gain through this data collection survey.

Data analysis: It is important in research study as purpose of analysis is to provide complete understanding and evidence of relationships in context of construction project management, which will help to managing and minizing construction waste.According to Fellows. R and Liu. (1997), the qualitative analysis of data collection seeks to determine the meaning of the data collected. Data given by qualitative analysis is more or less coded by group of respondents and categories, which gives a surrounding of categorised data against the group. This also pointed out that quantitative data analysis only extends the approach of qualitative analysis to yield numerical values of categorized data such as frequency, rating, ranking etc; this may lead to more statistical analysis. 

Managing and Mminizing construction waste as Quantative approach: Extending the life of building can reduce the volume of construction waste. When the building is demolished or in construction process goin on the materials used in it be released and remain on site. At that stage Quantative prevention is limited to avoiding the disposal of more waste than is needed.This materials are used by applying the waste management plans as major step of this research methodology:

Resources / Restraints / Limitations

The information needed for this research study is taken through resources such from, Literatures review, past & present reports, case studies, presenations & seminars made by expertize engineers, related to this research area. Data related to construction waste generation and its managing process in past, presernt can be collected through various interviews, surveys, studies.

The hardware system of the bar-coding application consists of the bar-code scanner and the computer. The previous research shows that the amount of construction construction waste generated on site is produced by workers. Attitude of workers towards their work, including their enthusiasm and collectivism is the most in terms in waste generation.

The authors introduced the crew-based IRP thereafter in order to meet the demand of on-site construction material management. It is important to establish an on-site construction material management system to encourage workers to use materials carefully and efficiently, and to enhance their enthusiasm and collectivism by rewarding them according to their good performances in saving materials through reducing operational mistakes, returning unused materials for re-use or recycle, etc.

The software such as Microsoft office project , Microsoft Excell , should be used to formulate the data collected by various ways.

Limitations : As construction waste management in broad  concept for UK construction industry, there are many projects going on in framing different regulations, process in managing and minimising this waste in UK construction industry.The author is worried about information collected from structural interview, as telephonic conversation is adopted which has same techniques and rule as of face to face interview. As communication   is not easy on telephone, information collected may have some confusion. As topic is broad to collect inforamtion it takes time to explain the way of questionnaire and visit to companies that doing projects under this research area.

Postal Questionnaire technique of data collection is may be the most commonly used and author felt it most sutaible for carrying out the surveys that provides well defined objectives and give specific response for necessary frame questionaire. It economical, fast and good consultation method.

 Research Beneficiaries / Dissemination

This research benefits in reducing the amount of waste generating on site. It imparts the continuous chain of reuse and recycling the waste materials along with proper disposing on landfill sites. It also prevents fly tipping.Using probable waste management services on site help any organization to comply with environment legislation reduces cost and assist in creating a positive image of business.This research illustrates proper site waste managenment plans (SWMP) which is beneficial to identify the different types of waste that will be producing during project and it note any changes in the design and materials specification that seeks to minimise this waste. SWMP should consider how to reuse, recycle or recover the different wastes produced by the project and it records the quantity of waste produced.

The main benefits of this research study are :

1. It results in greater resource efficiency in the construction sector.

2. Improve reuse and recycling rates, reduces fly tipping and site accidents.

3. Lower disposal cost i.e. reduced skips hire, landfill tax & gate fees.

4. Avoids waste transportation cost.

5. Greater reuse /recycling of materials on site saves raw material purchased.

6. Lower level of material wastage.

According toFontana’s (2008) article, what are some of the business challenges facing Microsoft? List three ways they might overcome the challenges 

Business challenges facing by Microsoft 

As per the report fromFontana’s (2008), there are were many business challenges faced by Microsoft. A financial report from Microsoft proves that the cash reserves have dropped from $60 billion in 2004 to $37 billion in 2007 and even the profits has came down when compared to previous financial year reports. All these variances may be because of many challenges faced by Microsoft these days and few of them are listed below

Microsoft with out Gates 

Microsoft has been suffering from the news that Bill Gates is going to replaced by Steve Ballmer. This decision is implemented before almost 130 Senior Leaders.

Gates is going to resign from Microsoft on July 1^st and there could be chances, where he can offer his services to Microsoft offline. Following are some of the impacts shown on Microsoft with out Gates 

(http://money.cnn.com/2008/06/20/technology/ballmer_0707.fortune/index.htm) 

• It has failed badly to gain a deal with Yahoo and as a result Google has achieved this deal
• Online advertising done by Microsoft has proved by worthless when compared with Google. 

Vista 

Performance ofVistaoperating system has proved to a major factor, that is pulling back the revenues of Microsoft. Many technical issues with Vista OS are the main reasons for its low marketing value. Latest version ofVistaproved is a disaster at customer satisfaction end and marketing end. Microsoft is planning to release the first service pack in February and its planning to make much revenue from its latest release. (http://money.cnn.com/2008/06/20/technology/ballmer_0707.fortune/index.htm) 

Impact of Google 

While the Microsoft is busy to promoteVistain the market, Google has thrown its impact and proved be a deadly competitor to Microsoft. Google has introduced many inbuilt packages like spreadsheet, documents and email software’s and all these are proved to be true competitor for many products of Microsoft. Google offers many packages that were free of cost, and charge a minimal amount for email packages.

(http://www.nytimes.com/2007/02/22/technology/22iht-google.4684844.html) 

To over come these sorts of business issues, Microsoft should come up with innovative business plans and few of them could as below 

Concentrate on Income from out of US 

Microsoft should concentrate on income from out of US. Microsoft has lot of reputation over countries like Central and Eastern Europe and Latin America, as well as countries likeVietnam. As per internal reports of Microsoft, there are many users across the globe who is interested in Windows, apart from US, where these guys are interested in using multiple technologies and operating systems. 

Much Focus on Online Adverting 

The main reason behind Google success is that it focuses on Online Advertising. In general all the users across online will be aware of Google and its innovative products that were being launched regularly and this area where Microsoft was lagging. Microsoft should take this issue serious and focus its attention on Online Adverting of its products and even Bill Gates promise3d to spend a couple of hours weekly on this Online Adverting area of Microsoft. 

(http://money.cnn.com/2008/06/20/technology/ballmer_0707.fortune/index.htm) 

Improve Searching Capabilities and Maintaining better Brand value 

As discussed, Microsoft has failed to establish a deal with Yahoo. Yahoo has opted Google to combine some of its search features with Google and if this clicks, Microsoft could really go back in many issues. Improvising the search capabilities of Microsoft is the only option available. Including typical search features like Video search and visual search may definitely bring some fruits in future. 

Microsoft has a good brand name for its Windows operating systems. Windows Vista is proved to be with many technical flaws, where the users are loosing their confidence on brand value of Microsoft. When compared to other operating systems, a very less number of PC’s are shipped with thisVistaoperating system. Microsoft should concentrate on these types of issues and make sure that the further release of Windows should retain its previous brand value.

what is a leading economic indicator that businesses should pay careful attention to? 

A detailed study of economics is required to understand the business conditions of an organization or a country. The success of any business system in a country depends on its economical and political condition. Study of economics can be of two types’ macroeconomics and microeconomics. Macroeconomics deals with the study of economic conditions of a country and microeconomics deals with economic condition of an individual or organization. Any business in a country should pay attention on few economic indicators and the important among them is the Price index. 

Typical economic measures like Inflation, Deflation, Disinflation and Stagflation can decide the Price index. General rise in price of goods and services at a given point of time is known as Inflation. The growth of inflation is a bad indicator to any sort of business across the country and thus pulls the economy growth back. Disinflation can be considered as the reverse scenario of Inflation, where there will be a slow growth in prices. Deflation is the case, where the prices are coming down over the time and this raises when people are not in a condition to purchase the goods that were being produced by organizations. Stagflation is the scenario where there will a down in economy of the country and hike in prices. The primary Price indices that affect the economy are Consumer Price Index (CPI), which is the measure of inflation and deflation on a monthly scale. Many factors like Salaries, wages and interest rates are based on this CPI. The Producer Price Index (PPI) is the measure of price at a whole sale level.

There were few other economic indicators, as below 

• Retails sales
• Personal Income
• Gross Domestic Product (GDP)
• Unemployment Rate

Question: Analysis of how an individual reconciles personal, organizational, and cultural values, and ethics in a global setting. 

          An individual is messed up with many feelings and pressures. These feelings or pressures may be because of many reasons both in and out of their scope. Apart from all these, an individual should maintain a tight integration many aspects in their life and also should establish a proper value relation with day to day activities. A typical Individual is fully occupied with his personal, organizational and cultural aspects and there could be a strong chance of imbalance in assigning the available value set. A successful individual should maintain a close combination of his personal, organizational and cultural values and ethics to survive in a global setting. 

Values of any individual can be further classified into two types and they are as below 

Self driven values: 

          These values drive the human nature and are built by any individual for their own sake. These values are set by any individual to achieve their personal or organizational goal. These values are used by any individual to achieve and set their standards of life like gaining good knowledge in any aspect, wisdom and obtaining a comfortable life style in society. 

Instrumental values: 

          Instrumental values are used as a mode to achieve the self driven values. Behavioral aspects that were shown daily by any individual acts as input for these instrumental values (Nonis and Swift). Instrumental values are mainly applied to teleological moral systems, where there is a lot of scope to understand the action to be taken in case of no choice. 

Personal Values and Ethics 

          Any individual allocates highest priority to their personal values. These personal values guide the individuals to enhance their level of communication in the work place. These values are mainly related most personal aspects and exclusively belongs to a particular individual. Personal values are used by any individual to determine an appropriate action plan to achieve individual goals across multiple areas (Hyde & Weathington, 2006). Personal values may be similar to many individuals and the way they consider the usage makes it different from each other. These personal values decide the way any individual reacts to tough situations at their personal or work place. Accountability, the way any individual is responsible to their assigned tasks or work is the core attribute for building personal values. Any individual should be responsible enough to accept the output of their work, whether it is positive or negative. Building up this particular factor plays a significant role in evaluating the global settings. When ever there is a low accountability, most of the individuals start blaming the situations and work conditions and thus loosing their own moral levels. 

          The combination of these personal values and ethics helps in evaluating the behavior of any individual. Ethics in simple words can be defined as the capability of any individual to differentiate between what is good and what is bad. Ethics mainly determine the individual behavioral aspects and beliefs. Many factors like culture, religion and working habits will determine the ethical and moral levels of any human. There may be chances where the ethical values differ from individuals and can cause even clashes among individuals. Each and every culture has different mechanisms to interpret the ethics.  Ethics to any human helps in development and understanding the working conditions and pressures. Ethics can reflect the sentimental and character levels of any culture. Personal values and ethics is a combination of good behavior and moral values. Following are few values that should be hold by any individual 

• Accountability
• Challenge
• Commitment
• Coordination
• Accuracy
• Creativity
• Responsibility
• Discipline
• Efficiency
• Excellence
• Freedom
• Friendship
• Honesty
• Hard work
• Peace
• Love
• Loyalty
• Respect
• Stability
• Team work
• Trust
• Wisdom

Organizational values and Ethics 

            Once the individual is completely equipped with personal values, should consider organizational values. In many critical cases, individuals diffuse them selves and become disconnected to the organizational issues, in case of negative aspects. Many individuals don’t take responsibility in the failures of organization goals (Trevino and Nelson, 2005, p. 181). In many cases, there exists a case, where organizations blame individuals and individuals blame organizations in case of management diffusions. There could be many reasons behind this and the primary one is that the decision making is centralized task and every individual should rely on the same decision. In any organization there could be many hierarchical variance and physiological differences among different employees in the organization. Organization values mainly links with individual values in case of taking negative responsibility. In many case the individual decisions taken by any manger or employee may be overridden by group decisions and this definitely brings down the motivation levels of individuals. 

          Organization ethics is the way the company or organization conducts it operations based on its value driven style. Both employees and customers of the organization are affected by these ethics. Business ethics is a set of morals that were being followed at the workplace and action of prioritizing these values, such that they meet the expectations. In most of the case employees are responsible for maintaining the ethical values of the organization. Consider a case, where the employees are responsible for answering customer about their issues. In many situations, these employees are irresponsible to answer the customers and thus killing the ethics and values of the organization. The basic operations of any organization depend on these organizational ethics. On an average, every organization across the globe face these ethical and moral problems daily and always comes up with innovative solutions to meet these problems and proper decision making process is one of them. Every organization will set of values and ethics and insists the employees to follow them. Many organizations make the employees to sign on a document that hold all these ethics and values, before they join the organization. 

Culture Values and Personal Ethics 

            Culture values make most of the world. Many individual from different parts of the world come together and work for any organization. Along with their skill set, these individuals also carry their traditions and culture. Individual values and their ethics are directly related to their cultural aspects. Culture values acts almost like mirrors to any individual behavior and personal ethics. There are many cases, where an individual carries multi-cultural values and this mainly happens when that particular individual is born and brought up in different areas of word and in front of different cultures. Family conditions and traditions also affect these culture values of an individual. Employees with multi-cultural values are considered and given highest priority, as they can work under any geographical conditions. There are many cases, these personal and cultural ethics clash with organizational ethics. These cultural values also play a very important role in many crucial decision making scenarios.

Integration of individual Personal, Organizational and Cultural Values and Ethics         

            To understand the importance of combination of personal, organizational and cultural values, let us consider a simple example of kid’s game. In many case, while kids are playing any game, the captains will select their mates based on their interest and never consider the skills in the game. Only outgoing persons are given high importance and individuals with low communication and outgoing skills are given least priority. To be selected and recognized in any group the individual should be outgoing and noted among the group, then only he or she gets some reorganization. Any individual should concentrate and build up their personal values and ethics, so that they are easily recognized in any group. That particular individual should be in a position to make the difference between good and bad and should consider the positive aspects to build a strong personal value wall around them and because of this; any one can be survived in tough social situations. 

          In many cases, these personal values are directly derived from the cultural and traditional values. Most of the personal values built by any individual always depend on their childhood conditions and values incorporated from their culture and parents. When ever a person respects his personal and cultural values, he always implements the same respect to the organizational values. Each and every organization always hires employees with high level of personal values and ethics and expects them to obey the predefined organizational values and ethics. Individual personal life and their previous work culture are always recorded by the organizations which are hiring them. 

Conclusion 

            Everyday life any individual is a combination and implementation of their personal, organizational and cultural values. A proper ethical decision that helps the organization is always taken by proper alignment of personal ethics with organizational ethics and some part of cultural ethics. These values are mainly used to hire any employee in the organization. Every organization maintains a recorded set of their ethics and they are of no use, if they are not properly followed by individuals. Even in case of personal values, many of the individuals neglect the core idea in building the values and simply violate many things and become a dud.  Any individual with a proper set of their own personal values and ethics, when works as per the organizational ethics by following few cultural ethics and morals, will always result in greater achievement both for themselves and for organization.

Conclusion evaluation of hypothesis

 

T- In order to evaluate the mean of two populations, test is appropriate.

Through the level of significance and three degrees of freedom as 0.5, the tabulated value is 0.878.

By means of similar conditions, the value calculated is 0.706591.

Since the value calculated is less when compared to the tabulated value i.e. 0.726591 < 0.878, this indicates that there is major differences among the customer satisfaction and quality perceptions of both private and public sector banks and hence the alternative hypothesis is satisfactory.

Conclusion and Policy Implications

InIndia, due to the initiation of technology and competition, the banking sector is undergoing significant changes. A superior quality services has been observed by the customer, which improves their satisfaction. From different findings of research, the basis of this study is derived and also by concerning customer satisfaction through other researcher’s it is in line with empirical findings. To summarize, the following results directs to the policy implication and conclusion.    

• The satisfaction of customer in conditions of quality of service is defined as a relational marketing model. From the viewpoint of services produced by the firm, the relationships are examined mostly. For enhancing the satisfaction of customer, it is significant to build a strong connection for service firm like banks using quality of service.
• Over every service quality dimensions, public sector banks such as SBI drop much below their customer’s perceptions. On service quality’s reliability dimensions and tangibility, private banks like ICICI bank are going beyond their customer’s perceptions.
• With regard to the customers’ expectations, banks such as ICICI are seemed to be closer. As much as service quality’s other dimensions are concerned, the banks are not so far away from their customer’s perceptions. Certainly, a miserable reality has been revealed which states that SBI do not meet up to their customers’ expectations. In banks, individualized attention, accuracy, reliability, speed, promptness, etc matters lot in the delivery of service quality. With appropriate use of relevant banking technology, enhanced results can be gained. These are the most important areas where Indian banks in still are lagging behind. 
• Besides communication material and physical facilities, on tangibles mostly tele-banking, computer-based banking, ‘anytime and any-where banking’, intranet and internet services, etc, the significance and need of important investments have been suggested by the above findings. This will help in decreasing the frontline staff’s workload and delivering accurate and quick services to the customers and thus providing employees the ways to respond towards the requests of a customer. Suitable banking hours will also be made certain by this investment on which the bank’s services are supposed to be much low through the customers.  

Critical Appraisal of Literature

       The service quality as well as its dimensions perceptions are concerned by the major analysis and questioning areas such as assurance, reliability, empathy, tangibility and responsiveness. On the seven point scale of strongly agree to strongly disagree, the perceptions are measured. For ICICI and SBI banks, among the banks and its respective customer’s service quality perceptions, mean differences are calculated individually. In below tables, the results are represented which are acquired from this computation.  

Analysis of Data

          Generally along with their respective customer’s, service quality presents an extensive perceptual difference between Indian (public sector) banks but in private banks an assumed perceptual difference is constricted this whole analysis is shown in the below table.

Table: Comparative perceptions of banks and their Respective Customers about Overall service Quality in Banks.

SERVQUAL Dimension	State Bank ofIndia		ICICI Bank
	Group	Mean	Group	Mean
Overall Service	BO	133.52	BO	142.62
Quality	BC	113.86	BC	137.36

Through the quality of service which seems by their respective customers, SBI distribute the most important differences in quality of service this is explained by SBI’s (20.68) high mean difference.

         Banks distribute the service quality, for example, particular customer expectations are not coordinated by SBI.  For customers to distribute the quality of service ICICI bank is also below its assessment, however comparing ICICI with SBI the perceptual difference of ICICI is narrow (4.91).

 Findings from Analysis:

   Tangibility: In the table below, in the perceptions of ICICI and SBI Banks a large difference was brought to light by the data on tangibles through their relevant customers. While SBI by means of a large mean difference of 5.28 falls much below the customer’s perceptions on the dimension of quality of service, the date informs that banks like ICICI are exceeding their relevant customer’s perceptions. Between the banks such as SBI as perceived by their relevant customers a serious loss of perceptions were shown by the study of tangibility’s element wise on physical facilities and up to data equipments available in the bank. 

Table: Comparative Perceptions of Banks and their Respective Customers about Tangibility

S. No.	SERVQUAL                                 Dimension	State Bank ofIndia		ICICI Bank
		Group	Mean	Group	Mean
1	Up to date equipment	BO	5.63	BO	6.24
		BC	4.10	BC	6.53
2	Physical facilities	BO	5.35	BO	6.28
		BO	3.47	BC	6.58
3	Neatness of employees	BO	6.16	BO	6.97
		BC	5.18	BC	6.95
4	Communication material	BO	5.99	BO	6.31
		BC	5.11	BC	6.89
	Tangibility (1  2   3  4)	BO	23.13	BO	25.79
		BC	17.84	BC	26.93

Note: BO and BC denotes Bank officials and Bank customers respectively.

Bank		SBI	ICICI
Numbers	BC	75	75
	BO	30	30

 Reliability: In the SBI perceptions, an important difference was shown by the study of quality of service of reliability dimension through their relevant customers. In distributing the services of a quality, SBI illustrates that they fall below the customer’s expectations, while ICICI bank in this dimension is going beyond their customer’s perceptions. It is being shown by the element wise study of reliability that as far as being sincere and keeping promise in solving the problems are concerned, SBI is found to be far below their relevant customer’s perceptions.   

Responsiveness: Upon the service quality responsiveness dimension, there are important perceptual differences with their customers where the data is brought into consideration in the below table. The perceptions of bank customers are far below on supposed dimension which is shown through high mean difference of SBI (3.65). Among its customers and ICICI bank, the perceptual difference is narrow (0.66) on supposed dimension. Below the perceptions of their customers, SBI is falling on employees by offering prompt services in case of element wise analysis of this dimension .

 Table: Comparative Perceptions of Banks and their Respective Customers about Responsiveness

S. No.	SERVQUAL Dimension	State Bank ofIndia		ICICI Bank
		Group	Mean	Group	Mean
1	Telling customers exactly when the services will be performed	BO	6.11	BO	6.21
		BC	5.39	BC	6.33
2	Employees providing prompt service to customers	BO	5.86	BO	6.21
		BC	4.65	BC	6.11
3	Employees who are always willing to help	BO	6.10	BO	6.79
		BC	5.18	BC	6.33
4	Employees who are never too busy to respond to customers requests	BO	5.31	BO	6.28
		BC	4.52	BC	6.04
5	Responsiveness (10 11 12 13)	BO	23.38	BO	25.48
		BC	19.73	BC	24.81

 Note: BO and BC denotes Bank officials and Bank customers respectively

Bank		SBI	ICICI
Numbers	BC	75	75
	BO	30	30

  Assurance: Apparently from the mean difference, among its customers and ICICI the perceptual difference is high. Regarding the assurance dimension to the bank, the persons of SBI specified a low rating. The perceptions of SBI customers are exceeded by ICICI in case of feeling safe and trust worthiness in transacting with the concern bank.

Empathy:  Regarding the quality services delivery, the SBI banks move away from their customers which are revealed in the table of data analysis. Apparently from the high mean difference (5.50), a large gap is existed among the perceptions of banks like SBI and their customers. Below the perceptions of their customers (4.09), the ICICI is declining on this dimension. 

 Table 5: Comparative perceptions of Banks and their Respective Customers about Empathy

S. No.	SERVQUAL Dimension	State Bank ofIndia		ICICI Bank
		Group	Mean	Group	Mean
1	Bank  that gives individual attention	BO	6.02	BO	6.28
		BC	5.28	BC	6.29
2	Convenient operating hours	BO	6.23	BO	7.00
		BC	4.85	BC	6.88
3	Employees who give personal attention	BO	6.16	BO	6.21
		BC	5.17	BC	6.06
4	Bank which has your best interests at least	BO	6.24	BO	6.62
		BC	4.99	BC	5.15
5	Employees who understand specific needs of the customer	BO	5.98	BO	6.62
		BC	4.84	BC	5.15
6	Empathy (18  19  20  21 22)	BO	30.63	BO	33.10
		BC	25.13	BC	29.02

 Note: BO and BC denotes Bank officials and Bank customers

Bank		SBI	ICICI
Numbers	BC	75	75
	BO	30	30

 Interpretation: 

1. What is your occupation? 

House wife	9
Student	0
Business man	15
Government Employee	22
Other	0

 Interpretation: – The pupils here are Housewives, students, Businessman, Government employees and other. The total number of people is 46. In that housewives are of 9, Students are 0, Businessman is of 15 and Government employees are of 22. And to the category of others, no one of the people is belonged. Finally four of the persons do not answer. 

2. Since how many years you are related with SBI bank?

1-5 years	24
More than 5	12
Less than 1 year	10

 Interpretation:  In total 46 persons, less than one year 10 persons are connected with bank, from more than five years 12 persons are connected with bank and since one to five years 24 persons are connected with bank.

3. How do you come to know about the home loan schemes of SBI bank?

Internet	10
Television	14
Newspaper	18
Other resources	4

 Interpretation:  Out of 46 persons, from internet, television, newspaper and other resources nearly 10, 14, 18 and 4 persons respectively came to know about the bank. 

4. Are you aware of these types of home loans? 

Home equity loan	4
Land purchase loan	9
Home construction loan	6
Home purchase loan	9
Home improvement loan	18

 Interpretation:  Regarding the Land purchase loan only 9 persons knew, Home equity loan only 4 persons knew, Home purchase loan only 9 persons knew, Home improvement loans 6 persons knew and finally about Home construction loan nearly 18 persons knew out of 46 persons.

 5. Are you aware all terms and conditions of home loans?

No	6
Yes	40

 Interpretation:  Except 6 persons nearly 40 persons knew about all home loan terms as well as conditions out of 46 persons.

 6. Are you satisfy with the interest rate charges by your bank? 

Agree	30
Disagree	4
Strongly agree	12
Strongly disagree	0

 Interpretation:  The total number of persons is 46. Out of these persons, the bank interest rate is agreed by 30 consumers, disagreed by 4 consumers, strongly agreed by 12 consumers and none of the consumers did not disagreed with it strongly. 

7. Which type of services is offered by your bank?

Net banking	15
Forex banking	7
Mobile banking	24

 Interpretation:   From 46 persons, 15 persons say that the bank presents net banking services, 24 person’s state that it presents mobile banking services but only 7 persons assumed that it presents forex banking services.

8. Your bank loan processing is fast, do you agree that? 

Agree	26
Disagree	9
Strongly agree	8
Strongly disagree	3

 Interpretation: Out of 46 persons, the bank processing is fast is agreed by 26 persons, disagreed by 9 persons, strongly agreed by 8 persons and strongly disagreed by 3 persons.

9. When compared to other banks, do you satisfy with the after home loan services offered by your bank are best?

Agree	30
Disagree	4
Strongly agree	12
Strongly disagree	0

 Interpretation:  The total number of persons is 46. In those persons, after sale the bank services are agreed by 30 consumers, disagreed by 4 consumers, strongly agreed by 12 consumers and strongly disagreed by none of the consumers. 

10. According to your demand does the home loan cost is appropriate? 

No	13
Yes	33

 Interpretation:  Out of 46 persons, according to their demand that the home is loan appropriate is agreed by 33 persons and remaining 13 persons not agreed it. 

11. The bank employee behavior is satisfactory or not? 

Agree	23
Disagree	4
Strongly agree	19
Strongly disagree	0

 Interpretation: In total 46 persons, the bank employee behavior is satisfied by 23 persons, not satisfied by 4 persons. And very satisfied by 19 persons and finally no one disagreed with the bank employee behavior.

12. Upon loan services did bank gave any discount? 

No	6
Yes	40

 Interpretation:  The total number of persons is 46. In those persons, nearly 40 persons said that discount is given upon loan services by the bank and remaining 6 persons said that the bank did not offer any discount.

13. Are you satisfied by the time consumed in loan sanctioning? 

No	12
Yes	34

 Interpretation:  Out of 46 persons, the time taken while sanctioning a loan is satisfied by the 34 persons and not satisfied by 12 persons.

14. While taking the loan did you face any difficulty? 

No	7
Yes	39

 Interpretation:  The total number of persons is 46. In those persons, except 7 persons remaining 39 persons faced difficulty while taking the loan. 

15. Which grade you want to give off to the bank home loan schemes?

Average	4
Good	18
Excellent	24
Below average	0

 Interpretation:  The total number of persons is 46. In those, only 4 persons gave average grade to bank, 18 persons gave good grade to bank, 24 persons gave excellent grade to bank and none of them gave below average grade to bank.

16. Do you have all the documents which are required to open an account?

TABLE

Sr. No.	Category	No. of people	Percentage
1	Yes	120	60%
2	No	80	40%
	Total	200	100%

                                                                                                         Base 200 people                       

Interpretation

From the table and graph above it can be seen that

• In order to open an account in the SBI bank, 60% of people have all the documents which are essential.
• In order to open an account in the SBI bank, 25% of people don’t have all the documents which are necessary.    

17. What is your annual household income?

TABLE

Sr. No.	Category	No. of People	Percentage
1	Less than 2 lacs	98	49%
2	Between 2 to 5 lacs	62	31%
3	Between 5 to 8 lacs	30	15%
4	More than 8 lacs	10	5%
	Total	200	100%

                    Base 200 People

Interpretation

• An annual household income of 49% people is less than 2 lacs.
• Annual household income of 31% people is between 2 to 5 lacs.
• Annual household income is between 5 to 8 lacs of 15% people.
• An annual household income of 5% people is more than 8 lacs. 

18. Regarding various services or products provided by SBI bank, what is your opinion?

TABLE

Sr. No.	Category	No. of People	Percentage
1	Lucrative	50	25%
2	Not Lucrative	120	60%
3	No idea	30	15%
	Total	200	100%

Base 200 People

Interpretation

From the above table and graph it can be seen that

• Regarding different products 25% of people’s opinion is lucrative.
• In relation to products, 60% of people’s opinion is not lucrative.

• 15% people have no idea. 

19. To continue an account at SBI Bank, are you aware of various conditions and terms which are very much necessary? 

TABLE

Sr. No.	Category	No. of People	Percentage
1	Yes	25	12%
2	No	175	88%
	Total	200	100%

                                                                                                          Base 200 respondents

Interpretation

It can be seen from the above graph and table that

• In order to continue an account with the bank, only 12% people were familiar through the conditions and terms that are very much necessary.
• While, 88% people have no idea regarding it.

20. In relation to sales executives, do you know regarding SBI Bank’s recruitment policies?

TABLE

Sr. No.	Category	No. of People	Percentage
1	Yes	82	41%
2	No	118	59%
	Total	200	100%

                                                                                                          Base 200 respondents

Interpretation

It can be seen from the above graph and table that

• In relation with sales executives, only 41% people are well-known regarding recruitment policies of SBI Bank.
• Whereas, in relation to sales executives 59% of the people are not well-known regarding the recruitment policies of SBI Bank.

Overview of the Industry:

HISTORY:

In India, banking contains a detailed and extended history of about 200 years. After the first bank of the country i.e. Bank of Bengal was launched, the industry’s foundation can be traced back to 1786. However in 1969, by following the nationalization of banks the industry has changed significantly and quickly. Therefore, a vast growth and several positive changes were experienced by the public sector banks. In order to explore the opportunities of new business, the economic reforms and liberalization permitted the banks to do this and from mere lending and borrowing it has not just remain forced to produce revenues. Hence, to get improved with time continuously, the scenario of Indian banking was offered with a significant facelift. But, in the country till today, the nationalized banks are persisted to be the largest lenders, in spite of the foreign banks voyage. This is mainly because of the diffusion of networks and the banks size. The system of Indian banking can be categorized as specialized banking institutions, private banks and nationalized banks.

With banking units of about 30, the industry is divided extremely contributing to approximately 60% of advances and 50% of deposits. In the financial sector of India, one of the leading monitoring bodies is the Reverse Bank of India. It acts as a centralized body in the system, so as to examine the limitations and inconsistencies. Through the estimation of industry it has been specified that, beyond 274 commercial banks that are working in the country, 51 are in the private sector and 223 are in the public sector. 24 foreign banks have been incorporated by these private sector banks, where these foreign banks had started their processes here. From the division of nationalized banks group, the institutions of specialized banking include rural banks, cooperatives, etc.  

Opportunities:

In the present job market, one of the most beneficial options that are considered is the banking sector. An arrangement in Forex or Treasury is being regarded to be accurate on the top of the industry and hence this is pursued as a result of the careers in retail banking, investment banking and private banking. In the industry of banking, one can work in different areas which includes banking officer, loan officer, personal loan officer, home loan agent, mortgage loan underwriter, accountant, customer service executive, recurring deposit account, probationary officer, assessor, home loan officer, loan manager, loan processing officer, and sales executive and product marketing between others.       

Fewer significant jobs in the Financial Services basically comprise of a person called stockbroker who sells and buys securities for some commission on behalf of institutions and individuals. Some brokers work for institutions whereas the others desire to put into practice through individual clients. Those brokers who often work for the investors of an institution are named as security traders.

Most of them wish to work as securities analysts, advisors and dealers. Since the security analysts are estimated to include capital market’s sound knowledge, they provide advice to the companies regarding the shares floatation. For the Financial service sector, the investment analysts are regarded as the backbone. They evaluate different statistical information, compare financial results, profitability projections, examine the whole industry depending on the foundation of information available, study the company’s financial reports, and at last terminate to the result. Same like investment analysts, the equity analysts perform jobs and make calculations and also investigates the equity markets. 

Growth:

In private banks, the boundary for foreign direct investment has been improved to 74% from 49%. Moreover, in private banks for foreign institutional investment the limit is only up to 49%. Within the banking sector and other fragments of financial sector like non banking finance companies, capital markets, mutual funds, venture capitalists, post offices, and etc, a challenging environment has been produced by globalization and liberalization. To their offerings the markets and research has declared the accumulation of “Indian Retail Banking” in 2006. In the Country, the credit growth has been predefined continuously by Indian Retail Banking. To handle Rs. 3,538 billion, the credit growth has been enormously increasing to 44.4% in the year 2005-06.

In spite of, growth in risk weight by means of RBI, there was an additional increase for real estate and housing loans in August, 2005. During the year 2005-06, among the entire retail loans housing that represents more than 52% will develop a strong rate of about 44.35%. To plan future strategies and to recognize the competition and market the Indian banks are being helped, by coming out through an industry approach on Indian Retail Banking. In India the segments of retail banking market has been analyzed, and along with challenges and issues the key trends were also obtained. In the strategies of retail banking space and among itself, 21 major players were being reported. The growth of finance market is decreasing due to the out breakable measures of Reserve Bank of India (RBI).