IOSR-JBM   Volume-20 ~ Issue-4 ~ April-2018

Paper Type	:	Research Paper
Title	:	Customer Satisfaction as a Effective Strategy For Servqual Dimension To Increase Bank Customer Loyalty
Country	:	Indonesia
Authors	:	Antonius Ari Yanto Fi || Nazief Nirwanto || Achmad Firdiansjah
	:	10.9790/487X-2004070105

Abstract: This research purpose to know whether customer satisfaction becomes effective way for implementation of SERVQUAL dimension consist of tangibles, responsiveness, reliability, assurance and empathy done by PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Ende in order to increase customer loyalty. This type of research is explanatory research using quantitative approach and causality design. Population in this research is customer saving and loan. The sample was taken using purposive random sampling technique and calculated using Slovin formula amounted to 176 people. Data collection techniques using questionnaires. Data analysis techniques used descriptive analysis techniques and multiple linear analysis. The results show that SERVQUAL dimension has not been able to create customer loyalty directly because must be mediated by customer satisfaction, so customer satisfaction becomes an effective strategy for the implementation of SERVQUAL dimensions conducted by PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Ende in order to increase customer loyalty.

Keywords: SERVQUAL Dimension, Customer Satisfaction, Customer Loyalty

[1]. Dewi, Sukaatmadja, Yasa. (2014). Effect of Service Quality on Satisfaction and Customer Loyalty of PT BPR Hoki In Tabanan District. E-Journal of Economics and Business: 257-275 ISSN: 2337-3067 Udayana University: Denpasar
[2]. Fatona, Siti. (2010). Quality of Service Affecting Loyalty and Relevance to Satisfaction. Journal of Management Dynamics Vol. 1, No. 1, 2010, pp: 41-46 ISSN 2086-0668 (print) 2337-5434 (online).
[3]. Griffin, Jill. (2002). Customer Loyalty How to Keep It, How to Keep It. McGraw-Hill: Kentucky
[4]. Jamal, Ahmad, Anastasiadou, Kyriaki. (2009). Investigating The Effects Of Service Quality Dimensions and Expertise On Loyalty. European Journal of Marketing Vol. No. 43 3/4, 2009 pp. 398-420 q Emerald Group Publishing Limited 0309-0566 DOI 10.1108 / 03090560910935497.
[5]. Kasali, Rhenald. (2017). Distruption. PT Gramedia Pustaka Utama: Jakarta.

Paper Type	:	Research Paper
Title	:	Employee Satisfaction And Performance: The Impact Analysis On Leadership, Work Motivation, Work Discipline And Compensation
Country	:	Indonesia
Authors	:	M. Natsir || Akhmad Riduwan || Ujianto
	:	10.9790/487X-2004070612

Abstract: This study aimed to examine and analyze the influence of leadership, work motivation, work discipline, compensation to job satisfaction and performance of health center staff within the area of Parepare City and Barru Regency. This study had 260 health center staffs as the samples with proportional random sampling. Then, this study applied four techniques in collecting data, i.e. field survey, observation, interview, and documentation. As the result, leadership styles, work motivation, work discipline, and compensation affected employee satisfaction. While, work motivation and work discipline affected employee performance and job satisfaction had an impact on employee performance. Yet, the variables of leadership style and compensation had no impact on employee performance.

[1]. Ahmadi. 2009. Factors Affecting Performance of Hospital Nurses in Riyadh Region, Saudi Arabia. International Journal of Health Care Quality Assurance. 22 (1): 40 – 54.

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[3]. As'ad, M. 2002. Psikologi Industri. Liberty. Yogyakarta.

[4]. Bambang, G. dan Waridin. 2005. Pengaruh Persepsi Karyawan Mengenai Perilaku Kepemimpinan, Kepuasan Kerja Dan Motivasi Terhadap Kinerja. Jurnal JRBI. 1(1) : 63-74.

[5]. Djestawana, I.G.G. 2013. Pengaruh Pengembangan Organisasi, Kepemimpinan, Jenjang Karir Terhadap Kepuasan Kerja Dan Kinerja Pegawai Puskesmas. Jurnal Kesehatan Masyarakat Nasional. 66 (1): 261–265.

Paper Type	:	Research Paper
Title	:	A Comparative Study on Interpersonal Styles of Managers of Private and Public Banks Of Uttarakhand
Country	:	India
Authors	:	Neha Joshi || Dr. Ashish Sinha
	:	10.9790/487X-2004071317

Abstract: Interpersonal styles play a very significant role in the overall development of not only the teams but of the overall organizational at large. Eric Berne have beautifully described the impact on the various ego stages of an individual in terms of transactional analysis stating the parent, adult & child ego states and also described how they are important in developing the transactional profile of individuals in the organization. Further to this SPRIO have added 12 states which focuses on the interpersonal transactional within individuals. The current study is based upon the same logic and is based in the state of Uttarakhand highlighting the comparison between the interpersonal styles of managers of both public and private sector banks through various statistical tools such as mean, standard deviation and z test has been used to describe the comparison. After an in-depth analysis the study found various facts related to the interpersonal style orientation of the managers of both type of banks and has also highlighted the reasons behind them.

Key Words: Interpersonal Styles, Transactional Profile, SPIRO

[1]. Dorthe Døjbak Haakonsson, Richard M. Burton, Børge Obel& Jørgen Lauridsen, "How failure to align organizational climate and leadership style affects performance, Management Decision" Emerald Vol. 46 Iss 3 406 – 432
[2]. Fredrick A. Boholst, "Effects of Transactional Analysis Group Therapy on Ego States and Ego State Perception" Transactional Analysis Journal, 2013
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[4]. Herman H.M. Tse, Marie T. Dasborough Neal M. Ashkanasy, "A multi-level analysis of team climate and interpersonal exchange relationships at work" Elsevier.2008.

[5]. Michael W. Grojean, Christian J. Resick, Marcus W. Dickson, D. Brent Smith, "Leaders, Values, and Organizational Climate: Examining Leadership Strategies for Establishing an Organizational Climate Regarding Ethics", Journal of Business Ethics, Volume 55, Issue 3,2008, 223-241.

Paper Type	:	Research Paper
Title	:	Customers Attitude toward hygienic Products based on its price
Country	:	Bangladesh
Authors	:	Md. Abdur Rouf || Md. Kutub Uddin || Mohammad Main Uddin || Md. Asaduzzaman Babu
	:	10.9790/487X-2004071821

Abstract: We use products to solve our problems but sometimes product is being the major issue of creating problems. This problem arises from the absence of hygiene. We people don't take hygienic products with or without any reasons. From this thinking our study is summarized to figure out the issues that influence the customers' attitude. We have planned to conduct a study which will consider price and other related factors. Basically we were considering price as a major focus of customer attitudes. We have collected data from 300 respondents. The respondents were from various level of income, education, profession and region. We used random sampling technique to select the respondents from various zones. We were analyzed the data by SPSS (Statistical Package for the Social Sciencesoftware). From the interpretation of the analysis we got a clear understanding about our studywhere the majority number customer mentionthat price has an impact on the use of hygienic products as well as it is a main factor. Beside these the respondents also mention some other factors which influence the customer' attitudes.

Keywords: Customer Attitudes, Products, Price, Hygienic Products, Hygienic Product's Price, Bangladesh.

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Paper Type	:	Research Paper
Title	:	Techno-Economic Analysis Of The Use Of Waste Polyethylene (Pure Water Sachet) As A Modifier For Bituminuous Road Construction In Nigeria
Country	:	Nigeria
Authors	:	Mojisola A.Bolarinwa || Paul O. Adeosunand Jennifer U. Egwuatu
	:	10.9790/487X-2004072231

Abstract: Recently, there has been an increase in the consumption of satchet water in Nigeria. However, the disposal of pure water satchets poses an environmental problem due to its non-biodegradability under a natural atmosphere. This study seeks to explore the potential prospects of using pure water sachet made of "Low Density Polyethylene" (LDPE) in improving the desirable properties of bitumen binder in asphalt mix in Nigeria. The materials collected were pure water sachets and bitumen. The desired properties of polyethylene modified and unmodified bitumen were investigated through specific gravity, penetration, viscosity, flash point and fire point tests, as well as pH determination. In addition, cost-benefit analysis was used to determine the economic worth of using modified and unmodified bitumen.........

Keywords: Biodegradability,modifiedbitumen, polyethylene, roadconstruction, satchetwater,wastemanagement

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Paper Type	:	Research Paper
Title	:	Effect of Communication and Motivation to Performance Through Organizational Citizenship BehaviorPT. Bank Capital Indonesia Branch of Kuningan Tower
Country	:	Indonesia
Authors	:	Maswanah || Abdul Rivai || Suharto
	:	10.9790/487X-2004073237

Abstract: This study aims to determine the effect of communication and motivation on employee performance simultaneously, to know the effect of communication on the performance of employees partially, to know the influence of motivation on the performance of employees partially, to know the effect of communication on employee performance partially, know the effect of training on performance through citizenship behavior organization and know the influence of motivation on employee performance through organizational citizenship behavior variable. Research conducted on employees of PT. Bank Capital Indonesia. The sampling technique used a saturated sample involving 57 employees. Data analysis using path analysis. Based on the data analysis known that the variables communication and motivation affect the performance..........

Keywords: Communication, Motivation, Organizational Citizenship Behavior, Employee Performance

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Paper Type	:	Research Paper
Title	:	U.S 2016 Presidential Election and Post Electoral Violence: How Consolidated Is U.S Democracy Today?
Country	:	West Africa
Authors	:	Odoh Patrick Abutu || Salisu Abubakar
	:	10.9790/487X-2004073852

Abstract: United States of America, the most acclaimed strongest consolidated democratic country in the world had her Presidential election on the 8th November, 2016. The Presidential election was declared in favour of Donald Trump after having met the constitutional requirements, especially the ―needed, a must win of a minimum vote of 270 out of the 538 Electoral College votes‖. Trump was sworn-in as the 45th President of the United States of America on the 20th January, 2017. However, immediately after Trump was declared President-elected by the electoral management board, there went up a flame arising from post presidential electoral violence. As a result, there has been a contending on-going debate among academics, particularly political scientists as to whether or not America still retains her position as the strongest consolidated democratic state in the world...........

[1]. Adesola, S.A & Abimbola, J.A (2014). Electoral Violence and the Survival of Democracy in Nigeria‟s Fourth Republic: A Historical Perspective. Canadian Social sciences. Vol. 10 No.3. Available online at from file:///C:/Users/user/Downloads/4593-9668-1- PB%20(1).pdf & www.cscanada.net, www.cscanada.org
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Paper Type	:	Research Paper
Title	:	Critical Success Factors in Business Process Outsourcing of Logistics Companies in Kenya
Country	:	Kenya
Authors	:	Wainaina Githii || Muthoni Gichuru
	:	10.9790/487X-2004075357

Abstract: This study was carried out to determine the critical success factors of business process outsourcing in the nascent Logistics Kenya context. A census of all the logistics companies operating in Nairobi was carried out. Data was collected through a questionnaire and factor analysis was conducted to establish the main factors. It was established that there are five critical success factors: investment of international companies in the local economy; internet connectivity; top management support; creation/expansion of a potential niche and necessary expertise. This exploration study will go a long way to help practitioners focus investment in these identified priority areas.

Keywords: Critical Success Factors, Business Process Outsourcing, Outsourcing, Logistics

[1] Laabs, J.J. (2002), "Successful outsourcing depends on critical factors", Personnel Journal, Vol. 72 No. 10,pp. 51-60.
[2] Quinn J.B and Hilmer, F.G. (1994) strategic outsourcing, Sloan Management review, vol.35 No.4, free press, New York
[3] Van der Sterre, P.J. (2011) EVO's Logistics Yearbook, 978-90-79470-00-6
[4] Daniels, R. (1998). "Management Information Crisis." Harvard Business Review, 39 (5): 111-121.
[5] Varian, H.R., Farrell, J., & Shapiro, C. (2004) the economics of information technology: an introduction. Cambridge University Press.

Paper Type	:	Research Paper
Title	:	Employee Performance and Their Organizational Commitment In Relation To HRM Practices: A Literature Review
Country	:	India
Authors	:	Ms. P.Vakula Kumari || Dr. Pushkar Dubey
	:	10.9790/487X-2004075863

Abstract: In today's competitive and rapidly changing business world, organizations especially in the service industry need to ensure maximum utilization of their resources to their own advantage; a necessity for organizational survival. This has increased the need for organizations to not only improve the way they deliver services but also to examine their practices, organization mission and goals, performance objectives and performance measures. Human resource management practices has the ability to create organizations that are more intelligent, flexible and competent than their rivals through the application of policies and practices that concentrate on recruiting, selecting, training skilled employees and directing their best efforts to cooperate within the resource bundle of the organization. The paper examines previous literature through secondary sources in different organizations.

Keywords: Human Resource Management Practices, Organizational Commitment, Employee Performance, Organizations.

[1] Arthur, J. (1994). Effects of human resource systems on manufacturing performance and turnover. Academy of Management Journal, 37, 670-687.
[2] Arunadevi, K.C., & Sunitha, K. (2016). A study on the perception of school teachers on human resource development climate and organisational effectiveness. International Journal of Applied Research , 2 (12), 718-723.
[3] Bartlett, K. R. (2001). The relationship between training and organizational commitment: a study in the health care field. Human Resource Development Quarterly, 12(4), 335- 352.
[4] Boselie, P. (2010). High performance work practices in the health care sector: A Dutch case study. International Journal of Manpower, 31(1), 42-58.
[5] Bruno F., Richard, L., & Raymond, L. (2015). Impact of high-performance work systems on job satisfaction, organizational commitment, and intention to quit in Canadian organizations. International Journal of Manpower , 36 (5), 772-790.

Paper Type	:	Research Paper
Title	:	Unionism and Workplace Efficiency: A Study of Federal Universities in Nigeria
Country	:	Nigeria
Authors	:	Emmanuel S. Akpan || Lolo T. Adias || Gamaliel O. Eweke
	:	10.9790/487X-2004076471

Abstract: This study investigates the effect of unionism on workplace efficiency in federal universities in southern Nigeria. A descriptive survey research design method was adopted for the study. A total of five hundred and forty (540) out of six hundred (600) questionnaires distributed were returned. Data collected were analysed and interpreted with the aid of descriptive statistical techniques such as total score and simple percentage, while the chi-square test statistic was used to test all hypotheses at 5% significant levels. The findings reveal that federal universities where not efficient in her activities, as the role played by unions greatly hampered the smooth running of these institutions..........

Keywords: Federal Universities, Workplace, Unionism, Efficiency

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[3] Dauda, Y.A. (2010). Technological Innovation and Organisational Performance: Employee Relations Strategies. Nigerian Journal of Industrial Relations (NIRA),11.

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Paper Type	:	Research Paper
Title	:	The Effect Of Clothing Size Manipulation And Social Comparison On Consumer Self-Esteem And Purchasing Decision
Country	:	Indonesia
Authors	:	sherwin A. Busman || sulhaini Sulhaini || Handry S. Athar
	:	10.9790/487X-2004077279

Abstract: This research aims to find: the effect of clothing size manipulation on consumer self-esteem and purchasing decision; the effect of social comparison on consumer self-esteem and purchasing decision; and the effect of consumer self-esteem on purchasing decision of Undergraduate Regular Program students of Economics and Business Faculty of University of Mataram. This research is a causality associative research with respondents of 100 students. Sampling method used is quantitative method with accidental sampling technique. Technical analysis used is Structural Equation Modeling (SEM) with AMOS 22.00 program. Research findings show that clothing size manipulation has direct, positive and significant effect on self-esteem as well as purchasing decision. Social comparison also has a direct, positive and significant effect on self-esteem. On the other hand, social comparison has a direct and positive effect but statistically insignificant on purchasing decision. Self-esteem also has a direct and positive effect but statistically insignificant effect on purchasing decision.

Keywords: Clothing size manipulation, Social comparison, Self-esteem, Purchasing decision.

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Paper Type	:	Research Paper
Title	:	An Inclusive Business Model for the Rural Women Living Under Base of Pyramid: Empowering Women through Potential of ICT
Country	:	Bangladesh
Authors	:	Ahmed Iftekhar
	:	10.9790/487X-2004078089

Abstract: This article ascertains the inclusive business model for rural women living under base of pyramid. Bangladesh is a land of world famous social enterprises like Grameen, BRAC, ASA and many more.However, a large percentage of women are still unemployed and their potentials are unexplored. The potential of women can be exploited through the opportunity and growth prospects of the IT sector in Bangladesh. IT is a relatively new sector in the country's economy. The World Bank, in a study steered in 2008 anticipated triple digit growth for Bangladesh in IT services and software exports. The Internet penetration has also grown up drastically. In spite of these government exertions and patron programs, there are still noteworthy gaps to evocatively leverage ICT for growth. This article is focused on women empowering social entrepreneurship business model in the IT sector of Bangladesh, where a proposed business model in project charter format is being used.

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