AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION AND BEHAVIORAL RESPONSES IN PAKISTANI BANKING SECTOR

Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customer satisfaction (Truch, 2006), and having a significant theoretical and practical issue for the marketers. The spirit of innumerable researches in diverse cultures endorse that the service provider organizations pay greater attention to satisfy their customer. But lacuna exists in literature for such a key topic in different cultures of developing countries like Pakistan. Accordingly, this current study looks for the impact of customer satisfaction on their behavioral responses in banking sector of Pakistan. Therefore, recognition of significant determinants of customer satisfaction could facilitate the higher management in adoption and implementation their customers’ focus strategies more efficiently and effectively. Practical implication, future research and limitation are also discussed.banking sector, behavioral response, customer satisfaction, Pakistan, services quality.

CREATIVE MARKETING STRATEGY AND EFFECTIVE EXECUTION ON PERFORMANCE IN PAKISTAN

ABSTRACT The purpose of the current research is to determine the influence of creative marketing strategies and effective execution on business unit performance. Moreover, strategic orientation and environmental uncertainty are used as moderating variables. Data are collected from 368 key informants working in Fast-Moving Consumer Goods (FMCG), banking, pharmaceutical, chemical, insurance, and engineering industries using a multi-stage random sampling technique. Factor analysis and multiple hierarchal regressions are used to test the study hypotheses. The results indicate that creative marketing strategy and effective execution are positively associated with business performance. Moreover, environmental uncertainty and strategic orientation play a moderating role in the above relationships

PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN

Today’s economy is becoming extremely service-oriented, changing the paradigm of marketingresearch towards services (Carrillat, Jaramillo, & Mulki 2007). Corporate image, perceived value andservice quality have got paramount significance among researchers interested in customer retentionstrategies. In view of that, this study aimed to determine the antecedents of customer loyalty intelecommunication sector of Pakistan. Data were collected from mobile phones users throughquestionnaire-based survey and stepwise regression was applied to test the study hypotheses. Thestudy helps the management of telecommunication companies to develop customer orientedstrategies. Providing insights regarding relative importance of corporate image, perceived value andservice quality for building customer loyalty this research is first of its kind in telecommunicationsector of Pakistan

A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry

The purpose of this study is to determine the impact of service quality on the overall customer satisfaction in telecommunication industry of Pakistan. Survey questionnaires are used to collect the data from the postpaid users of different telecommunication service providers. Stepwise regression analysis is used to examine the research hypothesis. The results show that service quality has positive association with the overall customer satisfaction. This study is a unique approach, which describes the factors affecting customer’s satisfaction. The findings of this research provide insights for the managers to develop and maintain the customer’s desired service quality. Implications for marketing strategists and researchers are presented

Manifestoes Importance in Election Campaign in 2013

This research shows the importance of manifestoes as campaigning tool of political parties in general election 2013. This research is conducted in mix method by document analysis, a survey from voters and interviews of political organizersof political parties in Lahore, due to lack of time the campaign strategy of PML-Nis selected here as case study. it is found that only 52% PML-N’s voters wereinspired by manifesto of party

Election Campaign Strategies of PML-N in 2013

This study brings to light the election campaign strategies of political parties in general election 2013 and unveil the response of the voters of Lahore. Through the study of PML-N it is observed that PML –N used candidate based strategy but 43.59% voters of PML-N of Lahore were not inspired by campaign strategies rather they cast their votes because of the party affiliation.71 % voters were inspired by Shahbaz Sharif’s performance in previous Punjab government (2008 to 2013). It is also observed that 60% voters of PML-N did not like the candidate and 65% votersdisliked the campaign tools and cast their vote because of party affiliation. Only 52% voters of PML-N focused on manifesto during the campaign

The red and green signals for industrial salesforce: testing an integrated framework

Purpose A highly competitive business environment needs a creative strategy for long-term survival and a competitive advantage in an uncertain market environment. This objective induces organizations to adopt innovative workplace behavior for better performance. Accordingly, this study aims to examine the impact of spirit at work (SAW), perceived identifiability and shared responsibility on innovative work behavior (IWB) and task performance. Design/methodology/approach The data was collected from 72 business-to-business (B2B) sales teams consisting of 561 employees working in Pakistan's B2B industries. The data was then analyzed using PROCESS macro to test the research hypotheses. Findings The results have shown a surprising and inconsistent finding where shared responsibility has a relatively more substantial and positive influence on IWB and task performance than perceived identifiability and SAW. Research limitations/implications The shared responsibility dimension of "social loafing theory" always negatively influences work-related outcomes, but this study refutes this claim. Therefore, researchers should explore social loafing theory in cultures with a higher collectivism score on the Hofstede cultural model. Practical implications This study motivates the sales manager to reassess the shared responsibility concept, as it may play a synergetic role in boosting innovation in selling approaches. Originality/value As per the researchers' best knowledge, research on social loafing theory has never been conducted in a selling context, specifically in a collectivistic society

The Research on Organizational Justice in Scopus Indexed Journals: A Bibliometric Analysis of Seven Decades

The organizational justice terminology has had a long journey to become one of the significant contributors to organizational success. Recently, an intense global upsurge in the use of organizational justice terms in publications has forced us for this bibliometric analysis in order to look at the overall publications on organizational justice. The objective of the current research is to advance knowledge about organizational justice research trends using Scopus database and bibliometric analysis research. The analysis was performed to see the publication trends between the years 1941 and 2018; it used authors, journals, countries, academic discipline, research institutes/universities, and various keywords related to organizational justice as search words. After careful consideration and using multiple checkpoints for eliminating irrelevant studies, 5,650 research articles were analyzed. In the realm of organizational justice, procedural justice was the most frequently occurred among other dimensions. Moreover, variables such as organizational trust, job satisfaction, organizational commitment, citizenship behavior, ethics, and turnover are major concepts that occurred within organizational justice research. Some variables with infrequent occurrences, along with future recommendations and study limitations, are also discussed

CREATIVE MARKETING STRATEGY AND EFFECTIVE EXECUTION ON PERFORMANCE IN PAKISTAN

The purpose of the current research is to determine the influence of creative marketing strategies and effective execution on business unit performance. Moreover, strategic orientation and environmental uncertainty are used as moderating variables. Data are collected from 368 key informants working in Fast-Moving Consumer Goods (FMCG), banking, pharmaceutical, chemical, insurance, and engineering industries using a multi-stage random sampling technique. Factor analysis and multiple hierarchal regressions are used to test the study hypotheses. The results indicate that creative marketing strategy and effective execution are positively associated with business performance. Moreover, environmental uncertainty and strategic orientation play a moderating role in the above relationships