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International Journal of Marketing and Technology(ISSN: 2249-1058)CONTENTS

Sr.

No.TITLE & NAME OF THE AUTHOR (S) Page

No.

1The Impact Of Tourism On Culture: Empirical Evidence From Victoria Falls.Alick Mhizha, Golden Mandebvu and Noel Muzondo

6-7

2Estimation Of Market Volatility-A Case Of Logistic Brownian Motion.D. B. Oduor, N. Omolo Ongati, N. B. Okelo and Silas N. Onyango

8-9

3Market access and agriculture suitability analysis using GIS technique A case study on Morobe

province, Papua New Guinea.

Sailesh Samanta, Babita Pal, Dilip Kumar Pal and Wycliffe Antonio

10-11

4Assessment Of Library Service Quality From Researchers Perspective.Ms. Sunil Kumari, Ms. Poonam Khurana and Ms. Madhu Arora

12-13

5Sustainable Development through ICT and education - A collaborative endeavour.

Dr. Sangeeta Kohli and Dr. Ritu Bhattacharyya14-15

6International Marketing And The Impact Of Technology On The Integration Of The Global

Economy.Dr. Ashish Mathur

16-17

7Fiscal Policy, Public Debt, And Economic Growth.William R. DiPietro

18-19

8

Work / Life Balance In Corporate Sector.

Prerna 20-21

9Profitabilty Analysis Of Reliance Telecom Ltd.M. Usharani and M. Kavitha

22-23

10A Study On Customer Involvement In Purchase Of Home Appliance.P. Janaki and S. Premila

24-25

11Economic Growth, Corruption and Poverty.Mr. Harsimran Singh and Dr. Sarbjeet Singh

26-27

12A Study on Consumer perceptions and Brand Equity Analysis of Mens shirts: Foreign Brands Vs

Domestic brands.A. Pughazhendi and R. Thirunavukkarasu

28-29

13Applying Knowledge Management in the Life Insurance Industry.Dr. M. Dhanabhakyam, V. Anitha and S. Kavitha

30-31

14Measuring The Service Quality Gap Between The Perceived And Expected Services In RetailBanking.

Ganesh P

32-33

15Analysis on Problems of Customers on Mobile Banking Services of ICICI BANK in Tenkasi Taluk.Dr. S. Valli Devasena

34-35


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IJMT Volume 2, Issue 1 ISSN: 2249-1058__________________________________________________________

A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial DirectoriesIndexed & Listed at: Ulrich's Periodicals Directory , U.S.A., Open J-Gage, India as well as in Cabells Directories of Publishing Opportunities, U.S.A.

International Journal of Marketing and Technology

http://www.ijmra.us

2

January

2012

Chief PatronDr. JOSE G. VARGAS-HERNANDEZ

Member of the National System of Researchers, Mexico

Research professor at University Center of Economic and Managerial Sciences,

University of Guadalajara

Director of Mass Media at Ayuntamiento de Cd. Guzman

Ex. director of Centro de Capacitacion y Adiestramiento

PatronDr. Mohammad Reza Noruzi

PhD: Public Administration, Public Sector Policy Making Management,

Tarbiat Modarres University, Tehran, Iran

Faculty of Economics and Management, Tarbiat Modarres University, Tehran, Iran

Young Researchers' Club Member, Islamic Azad University, Bonab, Iran

Chief AdvisorsDr. NAGENDRA. S.Senior Asst. Professor,

Department of MBA, Mangalore Institute of Technology and Engineering, Moodabidri

Dr. SUNIL KUMAR MISHRAAssociate Professor,

Dronacharya College of Engineering, Gurgaon, INDIA

Mr. GARRY TAN WEI HANLecturer and Chairperson (Centre for Business and Management),

Department of Marketing, University Tunku Abdul Rahman, MALAYSIA

MS. R. KAVITHA

Assistant Professor,Aloysius Institute of Management and Information, Mangalore, INDIA

Dr. A. JUSTIN DIRAVIAMAssistant Professor,

Dept. of Computer Science and Engineering, Sardar Raja College of Engineering,

Alangulam Tirunelveli, TAMIL NADU, INDIA


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3

January

2012

Editorial BoardDr. CRAIG E. REESE

Professor, School of Business, St. Thomas University, Miami Gardens

Dr. S. N. TAKALIKARPrincipal, St. Johns Institute of Engineering, PALGHAR (M.S.)

Dr. RAMPRATAP SINGHProfessor, Bangalore Institute of International Management, KARNATAKA

Dr. P. MALYADRIPrincipal, Government Degree College, Osmania University, TANDUR

Dr. Y. LOKESWARA CHOUDARYAsst. Professor Cum, SRM B-School, SRM University, CHENNAI

Prof. Dr. TEKI SURAYYAProfessor, Adikavi Nannaya University, ANDHRA PRADESH, INDIA

Dr. T. DULABABUPrincipal, The Oxford College of Business Management, BANGALORE

Dr. A. ARUL LAWRENCE SELVAKUMARProfessor, Adhiparasakthi Engineering College, MELMARAVATHUR, TN

Dr. S. D. SURYAWANSHILecturer, College of Engineering Pune, SHIVAJINAGAR

Dr. S. KALIYAMOORTHYProfessor & Director, Alagappa Institute of Management, KARAIKUDI

Prof S. R. BADRINARAYAN

Sinhgad Institute for Management & Computer Applications, PUNE

Mr. GURSEL ILIPINARESADE Business School, Department of Marketing, SPAIN

Mr. ZEESHAN AHMEDSoftware Research Eng, Department of Bioinformatics, GERMANY


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January

2012

Mr. SANJAY ASATIDept of ME, M. Patel Institute of Engg. & Tech., GONDIA(M.S.)

Mr. G. Y. KUDALEN.M.D. College of Management and Research, GONDIA(M.S.)

Editorial Advisory BoardDr. MANJIT DAS

Assistant Professor, Deptt. of Economics, M.C.College, ASSAM

Dr. ROLI PRADHANMaulana Azad National Institute of Technology, BHOPAL

Dr. N. KAVITHAAssistant Professor, Department of Management, Mekelle University, ETHIOPIA

Prof C. M. MARANAssistant Professor (Senior), VIT Business School, TAMIL NADU

Dr. RAJIV KHOSLAAssociate Professor and Head, Chandigarh Business School, MOHALI

Dr. S. K. SINGHAsst. Professor, R. D. Foundation Group of Institutions, MODINAGAR

Dr. (Mrs.) MANISHA N. PALIWALAssociate Professor, Sinhgad Institute of Management, PUNE

Dr. (Mrs.) ARCHANA ARJUN GHATULEDirector, SPSPM, SKN Sinhgad Business School, MAHARASHTRA

Dr. NEELAM RANI DHANDAAssociate Professor, Department of Commerce, kuk, HARYANA

Dr. FARAH NAAZ GAURIAssociate Professor, Department of Commerce, Dr. Babasaheb Ambedkar Marathwada

University, AURANGABAD


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January

2012

Prof. Dr. BADAR ALAM IQBALAssociate Professor, Department of Commerce, Aligarh Muslim University, UP

Dr. CH. JAYASANKARAPRASADAssistant Professor, Dept. of Business Management, Krishna University, A. P., INDIA

Technical AdvisorsMr. Vishal Verma

Lecturer, Department of Computer Science, Ambala, INDIAMr. Ankit Jain

Department of Chemical Engineering, NIT Karnataka, Mangalore, INDIA

Associate EditorsDr. SANJAY J. BHAYANI

Associate Professor ,Department of Business Management, RAJKOT, INDIA

MOID UDDIN AHMADAssistant Professor, Jaipuria Institute of Management, NOIDA

Dr. SUNEEL ARORAAssistant Professor, G D Goenka World Institute, Lancaster University, NEW DELHI

Mr. P. PRABHUAssistant Professor, Alagappa University, KARAIKUDI

Mr. MANISH KUMARAssistant Professor, DBIT, Deptt. Of MBA, DEHRADUN

Mrs. BABITA VERMA

Assistant Professor, Bhilai Institute Of Technology, DURG

Ms. MONIKA BHATNAGARAssistant Professor, Technocrat Institute of Technology, BHOPAL

Ms. SUPRIYA RAHEJAAssistant Professor, CSE Department of ITM University, GURGAON


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January

2012

THE IMPACT OF TOURISM ON CULTURE: EMPIRICALEVIDENCE FROM VICTORIA FALLS

Alick MhizhaDepartment of Tourism,Leisure and Hospitality

Management,

University of Zimbabwe

Golden MandebvuDepartment of Tourism,Leisure and Hospitality

Management,


Noel MuzondoDepartment of Business

Studies,


Title

Author(s)


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January

2012

ABSTRACT:

The study sought to establish the impact of tourism on culture in and around Victoria Falls,

Zimbabwe. An accidental sample of 104 respondents living in the town comprising employees in

the tourism, leisure and hospitality industry, community leaders, and members of the public wassurveyed to fulfil the studys objective. Descriptive statics and factor analysis were employed to

analyse the data. A total of seven factors, which influence the impact of tourism on culture, were

extracted from the dataset. All but one of the seven factors concerned the negative impacts of

tourism on culture. This is consistent with findings in other countries where tourism has been

found to have more negative than positive impacts on culture. The implications for the study are

that national tourism policy makers should redefine policy to ensure that the factors impacting

negatively on culture are addressed.

Key words: Culture, tourism, Zimbabwe, ethnicity


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8

January

2012

ESTIMATION OF MARKET VOLATILITY-A CASE OFLOGISTIC BROWNIAN MOTION

D. B. ODUORDepartment of

Mathematics andApplied Statistics,

Maseno University,P.O Box 333

Maseno Kenya.

N. Omolo OngatiSchool of

Mathematics andActuarial Science,

Bondo UniversityCollege, Box 210 406001, Bondo

Kenya.

N. B. OkeloSchool of

Mathematics andActuarial Science,

Bondo UniversityCollege, Box 210 406001, Bondo

Kenya.

Silas N. OnyangoFaculty of Commerce

and DistanceLearning,

KCA University,P.O Box 56808,

Nairobi Kenya.

Title

Author(s)


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January

2012

ABSTRACT:

In this paper, we have used the Dupire's equation to derive the volatility model when the asset

price follows logistic Brownian motion. We have used the analysis of Brownian motion, logistic

Brownian motion, derivation of Black-Scholes Merton differential equation using It

^

o processand It

^os lemma and stochastic processes. We have also reviewed derivation of Dupire

Volatility equation and used it's concept to derive a volatility model when the asset price follows

logistic Brownian motion.

Keywords: Volatility, Modeling, Brownian motion, differential equation and Dupires equation


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January

2012

Market access and agriculture suitability analysisusing GIS technique

A case study on Morobe province, Papua New Guinea

Sailesh SamantaDepartment of Surveying

and Land Studies,

PNG University ofTechnology,

Private Mail Bag, Lae-411, Morobe Province,

Papua New Guinea

Babita PalDepartment of Surveying

and Land Studies,



Papua New Guinea

Dilip Kumar PalDepartment of Surveying

and Land Studies,



Papua New Guinea

Wycliffe AntonioDepartment of Surveying

and Land Studies,



Papua New Guinea

Title

Author(s)


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January

2012

Abstract:

This study used an empirical methodology for analysis and mapping of the crop

suitability and market accessibility using GIS techniques. This paper examines statistical

approaches for interpolating market related data over large regions, providing differentinterpolation techniques for market access variables used in agricultural research. Tension

method of Spline interpolation process was evaluated to distribute different variables related to

market accessibility for total land area of Morobe province, Papua New Guinea. Different

independent market access variables like village points, minor market, major market, capital

market, telecommunication, airstrip and airports, major road network and major wharfs were

used for the interpolation process. Suitable market access zones were modeled using each

independent market access variable. The accessible area was coded as 1 and rest area as 2 for

each case. Overlay operation (intersection and union) was performed to find out the suitable

market access zones using previously modeled seven types of market accessibility results.

District level market accessibility analyses were done for nine districts of Morobe province to

find out the status of each district in relation to the market accessibility. On the other hand

climate, soil and slope of the area were used to find out suitable zone for agriculture process.

Finally suitable agriculture zone map was overlaid on the market accessibility map for better

understanding.

Keywords: GIS, spatial modeling, spatial analysis, agriculture suitability, market access


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January

2012

ASSESSMENT OF LIBRARY SERVICE QUALITY FROMRESEARCHERS pERSpECTIVE

Ms. Sunil KumariResearch Scholar, M.D.U.

Rohtak.

Ms. PoonamKhuranaAssistant Professor,

CPJ Institute of advancedstudies, Delhi

Ms. Madhu AroraAssistant Professor,

Fairfield Institute ofManagement and Technology,

Delhi.

Title

Author(s)


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January

2012

ABSTRACT:

The present study aims at examining the Library service quality used in professional education

libraries under G.G.S.I.P.University from users, perspectives. Recently electronic resources have

taken a prominent place in a library. In order to find out present condition, difficulties andrequirements of using e-resources the difficulties encountered by libraries are also investigated in

this study. This study is based on primary data (printed Questionnaire), which was given to 11

institutes including university library and 10 institutes responded. We came up with some

significant observations and recommendations. It noted that working with other libraries and

sharing provision can also help users of both sides. One more observation is about qualification

of librarian is important because most people do not have the same knowledge about books etc.

that librarian have. Many institutes has the traditional functions such as acquisition, cataloguing

and access to resources.


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January

2012

Sustainable Development through ICT andeducation - A collaborative endeavour

Dr. Sangeeta KohliPrincipal,

S.K. Somaiya College of Arts,

Science & Commerce

Dr. Ritu BhattacharyyaDirector,

MGM College of Management,

Navi Mumbai

Title

Author(s)


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January

2012

Abstract:

ICT Information and Communication Technology plays an important role in enabling

participatory education, covering wide areas, vast distances and most important eliminating

discrimination in education. Among the developing countries India has achieved a significantposition in the development of ICT and is taking slow but steady strides in promoting ICT

enabled education in India. ICT is an extremely powerful enabler in providing sustainable

development to all countries around the world. It is one of the most rapidly developing

technological field providing speed and convenience to mankind. Education has always been

accepted as the prime source for bringing about awareness, improving knowledge base and

leading to enlightenment. Benefits achieved from the synergy of ICT and education can bring

about a revolution in the field of knowledge. Economic and social developmental mileage

achieved by the countries which reaped the synergetic benefits of ICT and education stand as an

example before the world. However we are still surrounded by widespread poverty, illiteracy

and economic and social inequality. A major gap exists between the affluent societies which

have access to modern ICT and the under privileged population of the less developed countries.

An unequal availability of technology, excludes many countries from availing the developmental

benefits of ICT.


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January

2012

INTERNATIONAL MARKETING AND THE IMPACT OFTECHNOLOGY ON THE INTEGRATION OF THE

GLOBAL ECONOMY

Dr. Ashish MathurAssociate Professor,

Department of Management Studies,

Lachoo Memorial College of Science and Technology, Jodhpur

Title

Author(s)


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January

2012

Abstract:

The international marketing is changing the ways and ethics of doing business with more

emphasis on connectivity and responding to the customers to their special needs through the

websites and other sources of communication. The world is becoming more universal with theimpacts of media making the brands more international and acceptable due the popularity created

at larger forums of connections. The aim of the paper is analyse the impact of international

marketing on the strategies to make the products more acceptable to the international consumers.

Key words: technology trends, management, impacts


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January

2012

FISCAL POLICY, PUBLIC DEBT, AND ECONOMICGROWTH

William R. DiPietroProfessor of Economics

Daemen College

Title

Author(s)


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January

2012

ABSTRACT:

This paper employs the variability of real government expenditure as a measure of fiscal

policy and uses cross country regression analysis, first, to see whether fiscal policy is favorable

for economic growth, and, second, to test the hypothesis that greater public debt tends to dampenthe effectiveness of fiscal policy on economic growth. The results lend support to both

contentions.

Public debt is becoming a real worldwide concern. Debt is no longer just a problem of poor

developing countries, but is now becoming a major issue for rich, highly developed countries as

well. Europe is experiencing debt crisis in a number of its countries and even the U.S. is having

difficulties raising debt ceilings in U.S. Congress.

One of the potential consequences of high levels of public debt is that it may hamstring a

governments ability to conduct fiscal policy. In order to sustain economic growth, a government

needs to maintain adequate demand in the economy. Although private investment is critical for

invention, innovation, capital accumulation, and economic progress, private investment is very

fragile and erratic because it depends on the maintenance of demand in the economy. Investment

depends on profits, and profits depend on sales, but sales ultimately depend on demand. To

achieve economic growth, the government needs to create an environment conducive to

investment. So that there will be high levels of investment and economic growth, it must assure

sufficient demand.


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January

2012

Work / Life Balance In Corporate Sector

PrernaAssistant Professor,

Deptt. of Commerce,DAV College, Pehowa (Kurukshetra)

Title

Author(s)


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January

2012

Abstract:

Life is moving very fastly. People are not able balance their work / life. They are facing a lot of

problems in their daily life. Tight schedules, pressure of the boss to do the work into stipulated

time, never ending meetings etc. makes the person tired and he / she do not remain able to enjoyhis life at home with their spouse and children. Can the existence of work-life balance programs

be attributed to a realization of social responsibility by the employers towards their employees or

to a realization of the competitive advantage it offers to employers? Before we can answer this

question, we need to define what work-life balance is and various factors associated with it,

which is also the purpose of this article.


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January

2012

PROFITABILTY ANALYSIS OF RELIANCE TELECOM LTD

M. USHARANIPh.d Scholar,

Dept. of Commerce,

Avinashilingam Institute for Home,

Science and Higher Education for Women,

Coimbatore 641 043

M.KAVITHAPH.D Scholar,

Dept. of Commerce,

Bharathiar University,

Coimbatore 641 046

Title

Author(s)


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January

2012

ABSTRACT:

Telecommunication is the assisted transmission over a distance for the purpose of

communication. It typically involves the use of electronic devices such as the telephone,

television, radio or computer. There are many new developments in the telecom sector, includingthe entrance of 3G technology that the Indian market is witnessing at present. Three objectives

framed for the study. This study is based on secondary data obtained from the Annual Reports

containing the Balance sheet and Profit and Loss Account. It is collected and compiled from

PROWESS database of Centre for Monitoring Indian Economy (CMIE) which is reliable and

empowered corporate data base. In addition to this supportive data is collected from various

books, journals, libraries and news papers. To calculate the growth of the Reliance Telecom ltd.,

the compound annual growth rate is used. To find out the profitability of Reliance Telecom ltd.,

the Ratio analysis is used. Statistical tools such as mean, standard deviation, co-efficient of

variation, Correlation and t-test are also employed. The present business world is becoming

more complex because of its dynamic future. Telecom industry plays a vital role in the overall

development of a country. In that case, the management should be more active and efficient in

order to overcome the obstacles, which requires effective financial management in order to

pinpoint the problems and adopt necessary and relevant steps for the smooth running of the

organization.

Keywords: Communication, Growth, Management, Profitability, Reliance, Telecom.


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January

2012

A STUDY ON CUSTOMER INVOLVEMENT INPURCHASE OF HOME APPLIANCE

P. JANAKIAssistant Professor,

Department of Commerce,

SriKrishna Arts and Science College,

Coimbatore- 641 008.

S. PREMILAAssistant Professor,


SriKrishna Arts and Science College,

Coimbatore- 641 008.

Title

Author(s)


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January

2012

ABSTRACT:

Consumer behavior is a complex, dynamic, multidimensional process, and all marketing

decisions are based on assumptions about consumer behavior. The people consume things of

daily use, and buy these products according to their needs, preferences and buying power. Thesecan be consumable goods, durable goods, specialty goods or, industrial goods. Involvement can

be viewed as the motivation to process information. To the degree that there is a perceived

linkage between a consumers needs, goals, or values, and product knowledge, the consumer will

be motivated to pay attention to product information. For this study four objectives are framed.

The study was carried out with the sample size of 200 respondents selected based on

proportionate random sampling with in Coimbatore city. The data were collected with interview

schedule analyzed and were using percentage weighted average score analysis of variances and

factor analysis. Thus the study on consumer behavior with respect to involvement helps

marketers to understand consumers needs so as to recognize the potential for development of

change in consumer requirements. The study concludes by stating that customer involvement and

ultimately leads to attitude, attitude guides in achieving desired benefits and that in turn enhances

the brand loyalty.

Keywords: Attitude,Behavior,Consumer, Involvement, Loyalty, Marketing,


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January

2012

Economic Growth, Corruption and Poverty

Mr. Harsimran SinghResearch Scholar,Department of Economics,

Punjabi University Patiala, Punjab.

Dr. Sarbjeet SinghAssistant Professor,Department of Economics,

Punjabi University Patiala, Punjab.

Title

Author(s)


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January

2012

Abstract:

Roots of corrupt and disloyal practices can be found in the history of human civilisation.

Corruption, in some form or the other, existed since human lives became institutionalised and

leader-follower relationship started in an organized manner. In the Indian writings of fourthcentury B.C. and also in the writings of Greek philosophers like Aristotle and Plato also pointed

out some references of corruption.

In his famous book entitled Asian Drama: An Enquiry into the Poverty of Nations",

Gunner Myrdal wrote- "Corruption puts sand in economic machinery; it is a force slowing down

development". Corruption emerges as one of the major blockades to economic development of

India. It is most shocking for a country where people get drenched in rain, shivered in winter,

and parched in summer for not having proper shelter, and then millions of rupees are siphonedoff (Biswas, 2011).


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January

2012

A Study on Consumer perceptions and BrandEquity Analysis of MEnS SHIRTS: Foreign

Brands Vs Domestic brands .

A. PughazhendiResearch Scholar (Full Time),

PSG Institute of Management

(PSG Institute of Technology)

Coimbatore 641 004, Tamil Nadu, India.

R. ThirunavukkarasuAsst. Professor,

Management of Studies,

Muthayammal Engineering College,

Rasipuram- 637 408, Tamil Nadu, India.

Title

Author(s)


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January

2012

Abstract:

The present study investigates consumer perception of mens shirts on foreign brand and

domestic brand in Coimbatore city. The need to understand the emerging markets and consumers

has become big challenge for the corporate world especially in creating and managing a powerfulbrand. By developing a powerful brand, corporate can establish 'brand equity' and the equity

assists firms in variety of ways to manage competition and to maintain market share. Branding is

one of the most effective competitive tools and it is a challenging task for the marketer to nurture

a brand into a strong, profitable brand. They are everywhere on the TV hoardings, posters and

print media. Brands while proclaiming their positive qualities pull down those of their rivals.

Intangible assets such as brands, patents and know now have become increasingly dominant

elements of company value. Brands are widely recognized as corporate assets but have been

historically evaluated based on non financial attributes like awareness, recognition and perceived

value. Every marketer instinctively knows that his or her brand is valuable. Brand value is

represented by the premium price a company gets at the time of transfer of ownership. However,

the value for ongoing business is determined by the important financial term Goodwill. Buying

behaviour of men apparels is changing one. Number of people visits the showroom with a brand

in mind foreign and domestics brand because the quality and comfort of that brand are suitable

for them. It is concluded in the study, that all the demographic factors and purchase pattern

factors do not have significant influence on the buyers choice of foreign and domestic brands.

An attempt is made in this study to assess the consumer perceptions in respect of mens shirts in

foreign brands or in domestic brand.

Keywords: Consumer perceptions, foreign brand, Domestic brand, Brand equity, Mens shirts


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January

2012

Applying Knowledge Management in the LifeInsurance Industry

Dr. M. DhanabhakyamAssistant Professor,


Bharathiar University,Coimbatore- 46

V. AnithaPhD Full Time Scholar,


Bharathiar University,Coimbatore 46

S. KavithaM.Phil Full Time

Scholar,


Bharathiar University,Coimbatore 46

Title

Author(s)


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January

2012

MEASURING THE SERVICE QUALITY GAP BETWEEN THEPERCEIVED AND EXPECTED SERVICES IN RETAIL BANKING

Ganesh PResearch Scholar,

Anna University, Coimbatore.

Title

Author(s)


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January

2012

ABSTRACT:

Today banks have to look much beyond just providing a multi-channel service platform for its

customers. With the Phase in which the banking sector is growing, Banks concentrate more on

Product designing, Technology advancement, Expanding, Recruitment, etc, forgetting one mainfactor - Customer Satisfaction/ Expectation.

The banking industry is highly competitive, with banks not only competing among each other;

but also with non-banks and other financial institutions. Most bank product developments are

easy to duplicate and when banks provide nearly identical services, they can only distinguish

themselves on the basis of price and quality.

Analyzing markets based on customer perceptions, designing a service delivery system that

meets customer needs, and enhancing the level of service performance are all pertinent

objectives for banks seeking to gain and retain a competitive advantage. Service quality has

received much attention because of its obvious relationship with costs, financial performance,

customer satisfaction and customer retention.

Study was conducted to measure the service gap between the perceived and expected services

provided by the retail banks in the top five cities of Tamilnadu. The study confirms that there is

significant gap between the customers expected service and perceived service level in retail

banking across all service quality dimensions, which leads to dissatisfaction and non-committal

approach towards the service provider.

A customer is not just money in the cash register. He is a human being with feelings and

deserves to be treated with respect. Any business without a focus on customer satisfaction is at

the mercy of the market. Without loyal customers eventually a competitor will satisfy those

desires and your customer retention rate will decrease.


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January

2012

Analysis on Problems of Customers on MobileBanking Services of ICICI BANK in Tenkasi Taluk

Dr. S. Valli Devasena,M.Com. M.Phil, B.Ed., PGDCA, Ph.D

Assistant Professor in commerce,

Mother Teresa University, Kodaikanal

Title

Author(s)


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2012

Abstract:

Banking system is the backbone of the economy and Information Technology (IT) in turn

has become the backbone of banking activities. Technology, which was playing a supportive role

in banking, has come to the forefront with the ever-increasing challenges and requirements.Technology to start with was a business enabler and now has become a business driver. The

Banks cannot think of introducing a financial product without IT support. Be it customer service,

transactions, remittances, audit, marketing, pricing or any other activity in the Banks, IT plays an

important role not to complete the activity with high efficiency but also has the potential to

innovate and meet the future requirements.

The Banking Sector was early adopter of technology and in that way set an example to

the other Industries the need to opt for automation for taking full advantage in operationalefficiency.

ijmt vol-2 issue-1 abstract

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