IOSR-JBM   Volume-1 ~ Issue-4 ~ Jul-Aug-2012

ABSTRACT : Background: The paradigm shift in the locus of control in many health systems brought about by consumerism and accountability makes it imperative for consumers of health services to be involved in setting agenda for quality improvement an imperative. This study sought to identify service quality gaps in a public hospital in Nigeria using the clients' judgement. Methodology: Sixty-eight consenting clients attending the State House Hospital, Yenagoa, were administered an adapted version of the SERVQUAL instrument to rate their expectation before and perception after the encounter with the practice. Negative gap scores indicated that the actual service (the perceived score) was less than what was expected (the expectation score) and thus requires some form of quality improvement. Criteria having high expectation scores from the clients were also of importance to the administrators of the facility. Result: Majority of the raters were married (71.2%) and female (55.9%). Significant gaps were elicited in clients' desire for up-to-date equipment for patient care (-1.15); desire to be able to trust staff (-1.06) and feel safe with hospital's employees (-1.11). All 5 dimensions showed some degree of inadequacies but none crossed the pre-set critical line. Majority of the clients showed general satisfaction with the performance of the hospital (88.4%), a likelihood of return (76.3%) and recommending to others (81.0%) Conclusion: The identification of symptoms of dysfunction in this organization through this instrument provided a starting point for the examination of underlying problems that inhibit the provision of quality service.
Keywords: Quality improvement, SERVQUAL, clients expectation, clients perception, quality gap, Yenagoa.

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Abstract: This article explores the implications of cognitive dissonance on varied aspects of consumer buying behaviour. Some of the factors leading to dissonance post purchase and prior to it have been comprehensively studied in the article. The paper begins with the identification of the degree of involvement in the purchase of a product which creates dissonance for a customer. The authors argue that higher the degree of purchase involvement on behalf of the consumer, the lesser would be his dissonance level. If he takes the purchase decision on his own, he would be more satiated with his decision as compared to a purchase decision taken in consultation with others. Also it is proposed, that the more time a consumer devotes to his purchase decision, the more content he would be with his decision and lesser would be the dissonance attached with the decision. The study also unveils that, a consumer is likely to face more dissonance over his decision which involves the purchase of luxury and expensive products whereas less dissonance was found to be associated with the purchase of FMCG (Fast Moving Consumer Goods). In other words, purchase of luxury products would make customers more dissonant as compared to a purchase of FMCG products.
Keywords: Cognitive dissonance, consumer behaviour, marketing, consumer dissonance, post purchase dissonance

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Abstract:The power of branding is most often powerful than the product itself. Renowned brands like Procter and Gamble paid Richardson-Vicks 2.6 times of its book value. Nabisco was sold for 3.2 times of its book value and General Motors was sold for 3.5 times its book value. Whilst these corporations succeeded in using their brand as a source for their company's worth, others lagged behind, trying to comprehend the real value of branding. This study draws upon past literatures in branding and proposes the use the brand equity concept towards formulating a meaningful plat for a Malaysian Internet service called TMnet, Jaring and Maxis to nest. This study develops a brand equity construct which nestles upon brand concept of functionality, image, perceived quality and brand loyalty. Developing brand equity is not an easy task. Therefore, this study tries to identify the important factors for creating brand equity. Results of this study shows that perceived quality is the most important factor for developing brand equity. The results of this study confirm the significant influence of these four utmost important factors on brand equity. In conclusion, practitioners can derive a better understanding of the activities that are undertaken by these organizations and how the way these activities are being dealt with.
Keywords: Functionality, image of brand, perceived quality of brand and brand loyalty

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Abstract: The aim of this study was to examine if and how national cultural difference affects the performance of multinationals in the Nigerian petroleum sector. A sample of 33 multinationals present in the Nigerian petroleum sector were used in this research. Information such as their home country, number of years in operation in Nigeria, number of employees, performance, cultural distance, and their annual sales made up the variables used in this study. The data collected were put into SPSS Statistical analysis programme and mean, standard deviation, spearman rho and multiple regressions were used to test the hypothesis. The result showed that as cultural distance between home Countries and Nigeria increases, there was a negative impact on the performance of multinationals in the Nigerian petroleum sector. Although the results imply that cultural distances exit and can have a negative impact on the performance of multinationals, if properly managed, such negative impacts can be minimized and multinationals can be successful regardless of been present in a culturally distant home country.
Key Words: Cultural dimension, Cultural distance, cultural diversity, multinationals, national culture, performance, petroleum sector, manufacturing sector.

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Abstract: One of the serious problems confronting developing and developed economies is the management and preservation of energy sources. While modern technologies (systems, tools, and machines) are being developed, demands for computing and telecommunication systems grow to adapt people with new business environment. Current electricity users comprise new generation of heavy electricity users such as portable electronic systems which have been boosted rapidly over span of happening years, whereas their main energy sources such as batteries have been improved in energy density and capacity at a much slower pace.
Keywords: Battery,Technology, Competitive advantage

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Abstract: The paper aims at determining the link between incentive schemes and employee motivation and productivity in organizations and to provide useful information to management on how best to design and administer incentive schemes. To achieve this objective, the paper draws largely from past research findings and cases from the United Nations development Programme (UNDP). Cases cited include those from Tanzania, Rwanda and Brazil. The findings were that incentive schemes have high significant relationship with employee motivation and productivity in both the organized private sector and public sector organizations in Nigeria. The paper recommends that management must identify the type of incentive that best motivate the employee, design and administer flexible incentive programmes, seek and obtain feedback on incentives and set effective employee performance goals in the organization.
Keywords: Incentive schemes, motivation, employee productivity, reinforcement, analytical linkages, material incentives, and non-material incentives.

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Abstract : Reverse logistics is considered as a part of supply chain and can be minimized in the form of complaints received to strengthen the whole supply chain. Henceforth this paper attempts to analyze the gaps between identified defects and complaints received in ongoing production process through statistical analysis, which can be utilized further to minimize. A case study from a chemical industry has been considered to reflect this gap. Additionally author has made an attempt to explain the impact and efficacy of RFID for minimizing the reverse logistics part (received complaints) in the form of proposed algorithm. This algorithm may help further to monitor manufacturing process at various stages, for real time information extraction in RFID implementation scenario. This customer complaint handling system through RFID may provide an opportunity to managers in taking decision for analyzing the customer specific cause and effect relationship between product failure and process optimization. This algorithm can be customized further to meet the needs of other production packaging and packing processes whenever the specifications are not in line.
Keywords - Customer complaint, RFID (Radio Frequency Identification), Reverse Logistics.

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