Purpose This paper aims to provide a conceptual framework containing SERVQUAL original dimensions and add two additional dimensions: patient satisfaction and loyalty in the hospital SQ model that demonstrates the relationship between hospital service quality, patient satisfaction and loyalty from patients’ perspective. Design/methodology/approach This research conducted a thorough literature review using specific keywords and electronic databases, adhering to Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. Through analysis, the key dimensions of service quality in Indian hospitals were identified, with the addition of patient satisfaction and loyalty as variables. Of 1,000 initially downloaded papers, 497 were included. Findings While many researchers rely on the SERVQUAL model, some introduce new or modified dimensions, often renaming existing ones. This study identifies the RATER factors as the main dimensions patients use to evaluate hospital services. This study finds a positive relationship between service quality, patient satisfaction and loyalty. Practical implications An understanding of how health-care service quality dimensions, directly and indirectly, affect patient satisfaction and loyalty is important for hospital marketing managers. This study helps them take action to improve patient satisfaction, which encourages patients to be loyal. Originality/value This research provides a comprehensive framework for measuring health-care service quality, combining SERVQUAL dimensions and new variables. This study offers useful insights for academics and health-care professionals, promoting more accurate measurement and enhancement of service quality. The use of PRISMA in this context is also innovative, as it is less common in administrative health-care research.
The Indian banking sector, which the government predominantly controlled, was liberalized in early 1990s. The resultant competitive forces, coupled with more stringent regulatory framework, have created pressure on the banks to perform. Thus, the productive efficiency has become critical for banks' survival and growth. This paper analyzes the performance of the Indian banking sector, measured and compared through the construct of productive efficiency using the non-parametric frontier methodology, DEA. Inputs and outputs are measured in monetary value and efficiency scores determined for the period 2009-2013. The study reveals that SBI and its group have the highest efficiency, followed by private banks, and the other nationalized banks. The results are consistent over the period, but efficiency differences diminish over period of time.
This paper examines enviable personal attributes of expert credit assessors.The empirical information comprised of 26 experienced credit assessors' interview responses on a personal attribute survey obtained from various Indian banks conducted in November 2020.After examining the personal interviews and based on the outcomes on these meetings, a measurement was built.Based on unstructured interviews a survey questionnaire was developed for enquiring 27 attributes of inquisitors that may affect the credit granting process.Kruskal Wallis and factor analysis has been applied to examine the existence of patterns in the responses provided by specialists and to calculate the relative weights of various indicators.The outcomes demonstrate that the specialist inquisitors are inclined to give higher however less scattered evaluations of the attributes.By exploratory factor analysis credit assessors' responses were consolidated into: competence, core skills and interpersonal skills.The empirical discoveries ought to enhance our comprehension of specialists performing credit evaluations.
P. Martino, Blockchain and Banking: How Technological Innovations are Shaping the Banking Industry, 2021. Switzerland: Springer Nature, 109 pp., ₹6,468 (Paperback). ISBN: 978-3-030-70969-3.
Small and Medium Enterprises (SMEs) are playing more and more important role in world economic development. Indian SMEs have been on the forefront of the development path. However, Indian SMEs face a host of obstacles when they try to access credit market for their financing needs. Banks do not feel confident to extend loans to the business units whose track records are not apparently known to them, nor are they easily verifiable by the banks. On one side the government assigns a target of minimum threshold level of SME financing for banks and on the other side banks are reluctant to finance because of perception of higher probabilities of credit default. A specialized and effective enterprise credit rating mechanism is extremely important for these enterprises. In this paper we examine the major issues in the financing of SMEs in an Indian context and evaluate the flip side of the current rating mechanism. We also suggest a framework of financing these enterprises for respective sources of capital with comments on the role of the central bank in this regard.
Volatility is quite evident in stock market fluctuations and often economic factors results in share prices movements. However, there are some fundamental elements, which have a strong impact over the fluctuations of the stock market by and large. This study empirically tested the interconnection between macro-economic factors and Indian stock market. By applying multivariate regression analysis, the effect of macro-economic factors on Indian stock market is tested. The explanatory variables are Wholesale Price Index (WPI), Index of Industrial Production (IIP), Money Supply (M3), Consumer Price Index (CPI), Exchange Rate (ER), Call Money Rate (CMR), Gold Price (GP), Foreign Institutional Investment (FII) and Trade Balance (TB) while explained factors are average monthly closing prices of BSE Sensex and S&P Nifty. Further, for testing the interconnection between macro-economic factors and Indian stock market Pearson's correlation, Factor Analysis and Multiple Regression test have been applied. Three variables namely Economy Rates, Macro Environment and Foreign Investment are obtained by using Principal Component Technique (varimax pivot). It shows that all elements play critical role in affecting the stock market.
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