Principles and Principals: Does Self-Concept Compete or Complement Brand Experience When Shaping Consumer Brand Relationship, Brand Preference and Customer Satisfaction?

This study aims to investigate the direct and indirect effect of brand experience on consumer brand relationship, brand preference and customer satisfaction through self-concept. Non probability sampling technique was applied. The primary data were collected from 297 (n = 297) Pakistani customers. The proposed theoretical model was tested using structural equation modeling in PLS Smart. Results showed that brand experience has strongest direct effect on consumer brand relationship, followed by brand preference, and then customer satisfaction. The results of indirect effect revealed that the self-concept emerged as a stronger driver for brand experience and consumer brand relationship, then for brand preference and customer satisfaction. Additionally, the implications for academicians and practitioners are discussed. Keywords: Brand experience, consumer brand relationship, brand preference, customer satisfaction, self-concept

Exploratory Research on Organizations’ Behavior towards Training Programs: a Case of Pakistan

This study aimed at to investigate the organizations’ behavior towards training programs and to examine the impact of employees training on organization performance. This study used non-probabilistic sampling technique, particularly convenience, judgmental and quota sampling techniques were applied. The total sample size for this study was 246 (n=246) respondents. The data was analyzed by using inferential statistics; particularly the One Sample t-test and Simple Linear Regression techniques were implemented. The results of One Sample t-test revealed the negative attitude of banking industry of Pakistan about employees training programs. Specifically respondents believed that, banking industry of Pakistan is not conducting extensive training programs for their employees, very few employees normally go through formal training programs, there is no any formal performance appraisal mechanism to identify the training needs, the cutting age knowledge and skills are not imparted to employees periodically, training needs identified are not realistic, useful and not based on the business strategy of the organizations. Moreover, employees in the banking industry of Pakistan believe that their organizations show resistance to provide training and show the reluctance to invest in the employees training and skills development programs. Furthermore, this study concluded a strong positive impact of the employees training on organization performance. Keywords: Employees Training, Organization Performance, Organization Behavior, Organization’s resistanc

Comparative Study of Pakistani and Chinese Banking Industry using SERVQUAL Model

This study aimed to explore, measure and compare the SERVQUAL model of service quality in Pakistani and Chinese context and to compare the degree of customer’s satisfaction and loyalty in Pakistan and China. This study used non-probabilistic sampling technique, particularly convenience, judgmental and quota sampling techniques were implemented. The total sample size for this study was 325 (n =325), 163 (n = 163) respondents were contacted in China and 162 (n = 162) respondents were contacted in Pakistan. The data were analyzed by using inferential statistics; mainly Independent samples t-test and descriptive techniques were applied. The results of this study revealed, that reliability and responsiveness dimensions of SERVQUAL model are very strong in Chinese banking industry as compared to Pakistani banking. Similarly, assurance dimension is significant in Pakistani context. Tangibility and empathy dimensions are proved to be common in both countries. Moreover, customer’s satisfaction and loyalty in China is very strong as compared to Pakistan. This study can be valuable for decision makers of banking industry of both countries, in order to develop strategies by incorporating this hidden yet very important inside of customer’s psychology. Keywords: SERVQUAL Model, Pakistan, China, Banking Industry, Customer’s Satisfaction and Loyalt