• Journal of Distribution Science
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• v.11 no.3
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• pp.31-37
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• 2013

Purpose - The present research has been undertaken to examine the Customer Relationship Management (CRM) strategies adopted by public and private sector banks in India. The initial part of research helps to identify the factors of overall satisfaction of customers. The study also tries to identify the key determinants of CRM of Indian banking. Research design, data, methodology - The present research uses a self-structured questionnaire having a reliability score of 0.817 to elicit responses from customers in New Delhi and surrounding areas in India to examine the CRM used by public and private sector banks for enhancing customer satisfaction. The scale had 32 questions covering customer perceptions related to overall satisfaction and factors contributing to CRM. Results - The results highlight that overall satisfaction comprises of two factors namely personalised Services; and reliability and dependability. The determinants of CRM as identified through survey are: Speed, safety and security; Employee CRM; on time services; customer targeting; and friendly and helpful staff. The results also highlight that safety and security was preferred to other factors by the respondents. Conclusions - The findings of this study show that in terms of performance private sector banks fared better in providing CRM services than public sector banks.

• Korea Journal of Hospital Management
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• v.23 no.2
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• pp.82-94
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• 2018

Purposes: The purpose of this study is to investigate the factors which affect the promotion of the employees working at university hospitals in Korea. Methodology: The data of this study were obtained from personnel management database of 1,634 employees working at 4 university hospitals owned by an education foundation located in the City of Seoul and Kyoung-kee Province. The collected data were analyzed using frequency analysis, correlation analysis and probit regression analysis using SAS 9.4. Findings: The main findings of the study were as follows: First, appraisal score of the employees was the most important factors affect the possibility of the promotion and the following variables of tenure, higher degree, number of transfers, managers were also found to have significant effect on the possibility of the promotion. Second, Impact of those are varied among promotion ladders and the occupations like nurses, administrative staff, and technicians, which revealed that the important competency needed for the promotion was different. Practical Implications: The study results imply that, in order to motivate the employees through the promotion system at university hospitals, it is strongly recommended to use different criteria for evaluating the employees' performance and qualification for the promotion in terms of the promotion ladder and the characteristics of each occupation.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.41
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• pp.205-234
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• 2009

The trade portal site is one of the innovative skills which makes it possible for trade companies to manage international trade activities more efficiently by using the newest information technology. Especially, trade portal site can be considerable help to small and medium-sized enterprises which have much difficulties in finding overseas buyers due to the lack of international marketing capabilities. This study attempts to present a comprehensive model about the determinants of e-Trust in domestic trade portal site and to suggest practical strategies for e-Trade. Therefore, a theoretical framework was presented by the literature review, and a empirical study was carried out through a questionnaire survey to those who have had experiences of visiting trade portal site. The empirical analysis had the following results. First, it reveals that reputation, web-site quality, transaction efficiency of the trade portal site have influence upon e-Trust dimension. On the other hand, perceived risk did not have significant relationship with e-Trust. Second, e-Trust had significant impact on willingness to depend on the trade portal site. And also, e-Trust had positive influence on performance of using which is measured by sales increase, information sharing, and synergy effect.

• International Journal of Quality Innovation
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• v.6 no.3
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• pp.56-69
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• 2005

There have been growing concerns about whether proper measures are in place to ensure the delivery of quality services and the operations in research and educational institutions. This paper describes various quality models and discusses their relevance into the total quality concepts and quality management systems (QMS) in education. It then illustrates how a QMS and the accompanied quality manual be developed in a research and educational institution using the Centre for Enterprise Research Integration (ERI) at The University of the West Indies, Trinidad as a case. Through personal interviews with the $Centre{\square}s$ personnel, views on the operations and determinants of the QMS were acquired. Results showed that the people's resistance to changes, conflicts on academic freedom, and difficulties on measuring performance were the obstacles to QMS implementation. People involvement and proper communication are determinants of QMS implementation. The system also rests on having a tailored quality manual that entails the documentation of processes and procedures for ascertaining the delivery of quality services and operations in the Centre. The development of quality manual is briefly described in the paper.

• International Journal of Quality Innovation
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• v.6 no.2
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• pp.131-146
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• 2005

There have been growing concerns about whether proper measures are in place to ensure the delivery of quality services and the operations in research and educational institutions. This paper describes various quality models and discusses their relevance into the total quality concepts and quality management systems (QMS) in education. It then illustrates how a QMS and the accompanied quality manual be developed in a research and educational institution using the Centre for Enterprise Research Integration (ERI) at The University of the West Indies, Trinidad as a case. Through personal interviews with the Centre's personnel, views on the operations and determinants of the QMS were acquired. Results showed that the people's resistance to changes, conflicts on academic freedom, and difficulties on measuring performance were the obstacles to QMS implementation. People involvement and proper communication are determinants of QMS implementation. The system also rests on having a tailored quality manual that entails the documentation of processes and procedures for ascertaining the delivery of quality services and operations in the Centre. The development of quality manual is briefly described in the paper.

• Korea Journal of Hospital Management
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• v.15 no.4
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• pp.43-62
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• 2010

This study provides an evidence on the determinants of the profitability of university hospital by analyzing university hospital-level data set of hospital performance during the year 2007 (32 university hospitals in total). For the study, a multiple regression model is employed in which profitability index obtained from the DEA computations, operating margin to total asset and gross revenue are used as the dependent variables, and a number of hospital operating characteristics are chosen as the independent variables such as ownership type, location, bed size, period of establishment, bed occupancy rate, admission ratio of outpatients, patients per medical specialist, personnel cost per patient, liabilities to total assets, current ratio, fixed ratio, total asset turnover, medical assistance rate and public indicator. First, the results indicate that the bed occupancy rate and liabilities to total assets are positively and significantly associated with operating margin to total asset. Second, number of beds, the bed occupancy rate and number of patients per medical specialist are positively and significantly associated with operating margin to gross revenue. Third, the bed occupancy rate, number of patients per medical specialist, liabilities to total assets, total asset turnover are positively and significantly associated with profitability index revealed from DEA.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.8
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• pp.543-553
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• 2020

The purpose of this study is to investigate factors affecting the leadership capacity of middle managers and then evaluate the corresponding effect on the performance of subordinates in Vietnamese economic and defense enterprises. Data for the study was collected from questionnaire survey of 15 economic and defense enterprises, preceded by in-depth interviews with respondents who are subordinates of the departments/divisions of these enterprises. The research used logistic regression estimator to address econometric issues and to improve the accuracy of the regression coefficients. Our results show that the determinants of the leadership capacity of mid-level managers in defense and economic enterprises include: (i) personal qualities and qualities of managerial officials (understanding, courage), fairness, assertiveness and compliance), and leadership behaviors of two leadership styles - (ii) a transforming leadership style (influenced by ideals, inspirations, concerns) subordinates, stimulating intellect) and (iii) transactional leadership style (rewarding, detecting and handling problems for subordinates). Based on these results, our study suggests that middle managers should possess superior knowledge, care more about subordinates, understand the strengths and weaknesses of each subordinate, always be creative, assertive and courageous people as well as have high standards of competency and morality in order to become outstanding leaders in Vietnamese economic and defense enterprises.

• Journal of Nuclear Fuel Cycle and Waste Technology(JNFCWT)
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• v.19 no.1
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• pp.87-111
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• 2021

Nuclear power plants (NPPs) produce radioactive waste and decommissioning this waste entails additional cost; determining these costs for various types and specifications of radioactive waste can be challenging. The purpose of this study is to identify major determinants of the decommissioning cost and their impact on NPPs. To this end, data from defunct NPPs were gathered and 2SLS (Two Stage Least Squares) regression models were developed to investigate the major contributors depending on the reactor types, viz. PWR (Pressurized Water Reactors) and BWR (Boiling Water Reactors). Additionally, cost estimations and the Monte Carlo simulation were performed as part of performance validation. Our study established that the decommissioning costs are primarily influenced by the level of radioactivity in the decommissioned waste, which can be realized from operational factors like operation period, overall efficiency, and plant capacity, as well as from duration of decommissioning and labour cost. While our study provides an improved statistical approach to recognize these factors, we acknowledge that our models have limitations in forecasting accurately which we envisage to bolster in future studies by identifying more substantive factors.

• Journal of Preventive Medicine and Public Health
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• v.54 no.1
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• pp.1-7
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• 2021

The Korean government's strategy to combat coronavirus disease 2019 (COVID-19) has focused on non-pharmaceutical interventions, such as social distancing and wearing masks, along with testing, tracing, and treatment; overall, its performance has been relatively good compared to that of many other countries heavily affected by COVID-19. However, little attention has been paid to health equity in measures to control the COVID-19 pandemic. The study aimed to examine the unequal impacts of COVID-19 across socioeconomic groups and to suggest potential solutions to tackle these inequalities. The pathways linking social determinants and health could be entry points to tackle the unequal consequences of this public health emergency. It is crucial for infectious disease policy to consider social determinants of health including poor housing, precarious working conditions, disrupted healthcare services, and suspension of social services. Moreover, the high levels of uncertainty and complexity inherent in this public health emergency, as well as the health and socioeconomic inequalities caused by the pandemic, underscore the need for good governance other than top-down measures by the government. We emphasize that a people-centered perspective is a key approach during the pandemic era. Mutual trust between the state and civil society, strong accountability of the government, and civic participation are essential components of cooperative disaster governance.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.599-608
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• 2021

The oil and gas industry is widely known as a vital engine of Vietnam development, stimulating researchers to examine the association of various factors with this industry. The aim of this study is to identify the relationship between different variables affecting profitability of the firms in the oil and gas sector in Vietnam. The total of 203 samples were collected from 29 companies listed on Vietnam Stock Market during a 6-year period from 2012 to 2018. Informed by prior research, this investigation employs financial leverage (FL), government ownership (GOV), dividend payout (DIV), fixed assets to total assets (FA) and exchange rate (EXR) as independent variables, while the profit is described by return-on-assets (ROA). The study results show that there are four factors that have an impact on ROA, namely, leverage, government ownership, dividend, and exchange rate. Whereas leverage and exchange rate have negative influence on ROA, government ownership and dividend payment have a positive effect. The findings of this study suggest that high debt ratio in capital structure and the negative effect of exchange rate on their companies' efficiency can adversely affect the profit of enterprises. Also, plausible extent of government ownership and dividend payment could also be considered to optimize corporate performance.