Indian Management

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Details of Indian Management Journal


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Co-operative Banks 1 INDIAN MANAGEMENT (A Business Standard Publication)


Co-operative Banks 2 INTRODUCTION It is a journal of all India Management Association and Business Standard Ltd. It is published by the Indian Management Publication


Co-operative Banks 3 S.L.Rao, S.K.Swamy, Indu Shahani, Col.Sc.Mohan, T.N.Ninan, Akila Urankar. Editor:- Suveen K. Sinha Customer Relations:- Ms. Mansi Singh EDITORIAL ADVISORY BOARD


Co-operative Banks 4 Business Standard Ltd., is at New Delhi. Business Standard. Com is the online Property. Business Standard Ltd (BSL), Publishers of India’s Leading Business Daily, Business Standards. It is the country’s most respected business daily, being the first choice of Serious business readers. JOURNEY BEGINS...

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Co-operative Banks 5 The News Paper Believes in free fair and independent journalism and strives to inculcate these values in its editorial staff The Journalism practiced by Business Standard lays equal stress on Quality, Credibility, and Accuracy Business Standard has a countries best economic journalist and columnist working for it.

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Co-operative Banks 6 It is edited by T.N.Ninan, perhaps India's Best known Business Journalist. Business Standards Stable and specialist Contribute includes some of the sharpest minds in economics and business Apart from a business newspaper, BSL Publishers several periodicals, including BS Motoring, Indian Management, Asian Management Review, a quarterly publication, and Business Standard in Hindi. Initial hurdles,Financial crisis On 26th August, 1991 it was converted into a Public Limited Company.

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Co-operative Banks 7 Business Standard also has a regional language business website - The Hindi newspaper is published simultaneously from seven centers Mumbai, Delhi, Chandigarh, Lucknow Bhopal, Patna and Kolkata.


Co-operative Banks 8 WHAT IS AN ARTICLE ? An article is Writing Instruction for Struggling Adolescent Readers: A Gradual Release Model Because New Accountability Systems Focus on Writing, Struggling Students Need ...

Some of the Articles are… : 

Co-operative Banks 9 Some of the Articles are… Confronting the great talent crunch B-Schools: Ranking Versus Reality Industry Focus: Managing new health markets Human Resources: What’s Working Q&A/B-Schools: “Maintaining the Brand equity of IIM-C is the Biggest Challenge” Management: Indian Summer Interview: “The Sub-Prime Crisis is an opportunity” Talent Management: Making Talent a Strategic Priority Banks: Banking on the Un-Banked Managing: forecast: Not So Good Corporate governance: Globalised Governance Book Extract: The New Innovation Imperative

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Co-operative Banks 11 INTRODUCTION Customers are satisfied when there is no gap between expectation and service. Sometimes relationship can keep a customer loyal to a bank more than the attributite of the core services Co-operative banks have a history of over 100 years. They started in india in the beginning of the 20th century as an official effort to create a new type of information based on the principle of co-operative organisation and management.

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Co-operative Banks 12 These banks were conceived as substitutes for money lenders, to provide timely and adequate short term and long-term institutional credit at responsible rates of interest. The customer is the core component in the banking. The business of banking cannot function without customers, nor is the business done by acquiring a certain number of customers.


Co-operative Banks 13 MARKETING OF BANKING SERVICES Marketing is an important function of Management; it helps in keeping business in close contact with its customers. Philip Kotler and Laven Keller defined marketing as the process by which companies build strong customer relationships in order to capture value for consumers in the form of sales, profits, and long-term customer equity (Kotler and keller, 2006

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Co-operative Banks 14 Marketing of Banking Service is very difficult task Indian banking today is experiencing intense competition as banks like ICICI, State Bank of India (SBI) and Bank of Baroda (BOB) are increasingly accepting customer relationship marketing (CRM) as a way to increase customer satisfaction, bank loyalty and their own profitability. The five determinants of service quality evaluated from the customer perspective are reliability, assurance, tangibles, empathy and responsiveness.


Co-operative Banks 15 CUSTOMER RELATIONSHIP MARKETING Customers will be more likely to stay in the relationship when they are consistently provided with quality services and value overtime Relationship building can be possible through quality delivery of service, which initially helps in building loyalty. Customers look for a produce and service features and emotional bonds that lead to relationship with providers.

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Co-operative Banks 16 For improving the efficiency of co-operative banks, quality can be considered as a key competitive component. Sometimes, these relationship benefits keep customers loyal to bank more than the attribute of the core service. Something different and special always gives satisfaction to customers. Satisfaction is directly related to quality of services influenced by perception of service quality.


Co-operative Banks 17 CUSTOMER SATISFACTION Satisfaction is directly related to the performance of the services. Customer is satisfied when there is no gap between expectations and performance of the service. “Satisfaction is the consumer’s fulfillment response. It is judgment that a product or service feature, or the product of service itself, provides of pleasure level of consumption-related fulfillment.” (Kotler and Keller 2006)

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Co-operative Banks 18 Customer relationship marketing (CRM) is a comprehensive business strategy that can help banks convert their near customers into ‘dear’ ones. Collecting in-depth information about customers helps the bank to develop customer insight and increase customer interaction.


Co-operative Banks 19 This study has adopted both quantitative as well as qualitative approach. The quantitative research approach was to evaluate the service quality of banking services by containing big customers. RESEARCH METHODOLOGY

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Co-operative Banks 20 By delivering quality, service providers can receive benefits including increased growth through improved customer retention. Relationship surveys are also effective in comparing a bank’s performance with that of competitors. One of the first measures to be developed specifically to measure service quality was the SERVQUAL survey.

SERVQUAL instrument : 

Co-operative Banks 21 Several tools have been developed for the measurement of service quality in banks It defined perceived service quality in banks as the difference between customers expectation and their perceptions (Bhatt, 2005). SERVQUAL instrument

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Co-operative Banks 22 Service Quality is defined as the difference between the customer’s expectations and perceptions of a delivered service. The customer is satisfied when the quality matches expectation.


Co-operative Banks 23 So, here by I conclude the topic saying that banks on relationships is a article present in Indian Management. They deal with customer needs customer satisfaction is the ultimate tool of relationship building customers are the root cause for the banks to increase their efficiency. ARTICLE CONCLUSION

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Co-operative Banks 24 Customer relationship marketing depends on matching customer expectations and customer perceptions. Customer needs change from time to time. Their taste and preferences differ. Banks have to innovate new services and implement them to get good results from customers.

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Co-operative Banks 25 Customers are the becoming more aware of the products provided by the banks Banks play a prominent role in the society. Banks need to modify the existing products and make use of technology for implementation of new products and services.


Co-operative Banks 26 Indian Management is the best Journal ever heard. It provides us absolute and precise information about the articles. Many articles are present in each issue. Some of such articles are petrenching without tears, the odd one in etc. So I would finally conclude that Indian Management journal makes us to know much information about business market and helps us to improve our reading and writing skills. JOURNAL CONCLUSION

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