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A Study on Service Quality Approach and its effect on Millennials Shopper Practice towards selected retailer in Chennai District
Nishat Parveen
Pages: 1-8 | First Published: 05 May 2019
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Abstract 
The Indian retail industry has emerged as one of the most dynamic and fast-paced industries due to the entry of several new players. It accounts for over 10 per cent of the country‟s Gross Domestic Product GDP and around 8 per cent of the employment. India is the world‟s fifth-largest global destination in the retail space. India‟s retail market is expected to grow at a Compound Annual Growth Rate CAGR of 10 per cent to US$ 1.6 trillion by 2026 from US$ 641 billion in 2016. While the overall retail market is expected to grow at 12 per cent per annum, modern trade would expand twice as fast at 20 per cent per annum and traditional trade at 10 percent. Indian retail market is divided into “Organized Retail Market” which is valued at $60 billion which is only 9 per cent of the total sector and “Unorganized Retail Market constitutes the rest 91 per cent of the sector. India‟s Business to Business B2B e-commerce market is expected to reach US$ 700 billion by 2020.Online retail is expected to be at par with the physical stores in the next five years.Service quality can be described as the negotiation process between Millennials Shopper s and service providers where resource allocation and management are done equally to satisfy both party„s interests as Millennials Shopper„s perception of service quality and employee„s job satisfaction are interrelated. Millennials Shoppers are those who grew up using electronics, the Internet and online social communities. This research explores how interactive product virtualization technologies can engender virtual product experiences, affecting Millennium generation shoppers and measure the service quality of selected retailer in Chennai city.
Keywords: Generation Y, Retail outlet, Service Quality Element, Shopper Experience.

References 
1. Rina chandran,Ghosh Piyali and Kumar Anil (2018) , “Customer expectations of store attributes: A study of organized retail outlets in India”, Journal of Retail and Leisure Property Vol. 9, pp. 75-87, 2010.
2. Steph Blair, Cachon Gerard P. and Kok Gurhan A. (2017), “Category Management and Coordination in Retail Assortment Planning in the Presence of Basket Shopping Consumers”, Management Science, Vol. 53, No. 6, pp. 934- 951, 2007.
3. Paco UnderhillandParikh, D. (2016), Measuring retail service quality: An empirical assessment of the ınstrument. Vikalpa Management Journal, 31, 45-52
4. Suleiman, A. (2013), Basic dimensions of the SERVQUAL model and its ımpact on the level of customer satisfaction. European Business Review, 22, 5-24.

A Study On Customer Satisfaction with Cab Drivers’ Service Quality at Gladwin Cabs PVT. LTD
W. Shabeena Shah
Pages: 9-16 | First Published: 05 May 2019
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Abstract
This study mainly focuses on customer satisfaction with cab driver’s service quality. In the taxi service industry, like any other industry, the consumer is always at the centre of all managerial processes forming a focal point around which the business revolves. A company creates products and services with the needs and wants of the consumer in mind. The taxi service industry is one of the fastest growing transportation industries in India and to provide excellent service, the industry needs to identify and evaluate the existing products and services, as observed in the industry, finding out what the significant needs and preferences of the consumer are and what leads to customer satisfaction. With this objective, this study was conducted to consider the taxi service industry in India and determine the factors affecting customer satisfaction in this industry.
Keywords: Customer Satisfaction, Service Quality, Cab drivers, Service Industry

References
1. Agbor, M. J. (2011). The Relationship between Customer Satisfaction and Service Quality: A Study of Three Service Sectors in Umea- unpublished Master’s Thesis.
2. Berry, L.L. &Parasuraman, A..Marketing services- Competing throughQuality.Free Press, New York, NY. Malhotra.
3. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing,54, 69-82.
4. Bojanic, D. C. & Rosen, L. D. (1994). Measuring service quality in restaurants: an application of the Servqual instrument, Journal of Hospitality & amp; Tourism Research, 18(3), 4-14.
5. Brady, M. K. & Cronin, J. Jr Some new thoughts on conceptualizing perceived service quality. A hierarchical approach, Journal of Marketing, 65, 34-49.
6. Buttle, F. (1996).SERVQUAL; review, critique, research agenda, European Journal of Marketing, 30(1), 8-32.
7. Carpenter J. M. & Moore, M.Consumer demographics, store attributes, and retail format choice in the US grocery market, International Journal of Retail & Distribution Management, 34(6), 432-452.
8. Cronin, J. J., & Taylor, S. A Measuring service quality; a re-examination and extension. The Journal of Marketing, 56(3), 55-68.
9. Fjermestad, J., &Robertso, N. C. (2015).Electronic Customer Relationship Management. New York: Routledge.
10. Kumar, M., Kee, F. T. &Manshor, A. T. (2010). Determining the relative importance of critical factors in delivering service quality of banks; An application of dominance analysis in SERVQUAL model, Managing Service Quality, 19(2), 211-228.
11. Nuria, M. (2015).Service quality practices and customer satisfaction in commercial banks in Kenya.Unpublished MBA project, UON.
12. Peris, M., Helena, V., Margaret, C.(2013).Determinants of Customer satisfaction in Kenyan banking industry, journal of Business Management 5(2).

Can Oscillators Predict Stock Prices – An evaluation of MACD Index
Dr. Sajeeve V.P.,
Pages: 17-25 | First Published: 05 May 2019
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Abstract
MACD is one of the widely reported technical indicators used in stock market to trigger ‘buy’ and ‘sell’ based on the position of ‘current close’ near ‘upper end’ or ‘lower  end’ of the ‘price range’ for certain periods back. But controversy over its futurity and futility for stock price prediction still remains unsettled in various markets. This paper examines its predictive validity and concludes absence of profitability and consistency.  
Keywords: Moving Average Convergence Divergence Index, Superior wealth, signal strategies, long cash, short cash, buy and hold, Terminal and daily deals, technical analysis, stock market.
 

References

Books

  • Bauer Jr. Richard J. and Dahlquist Julie R., Technical Market Indicators: Analysis & Performance, John Wiley & Sons, Inc. New York the USA., (p. vii), (1999)

  • Gupta. O.P., ‘Behaviour of share Prices in India – A Test of Market Efficiency’, National Publishing House, New Delhi, 1985.

  • Lorie, James H. and Mary T. Hamilton. ‘The stock Market Theories and Evidence’, Richard D. Irwin. Homewood Illinois, 1973.

  • Magee, John and Edwards, Robert D. ‘Technical Analysis of Stock Trends’, John Magee,
    Boston, Massachusetts, the USA. 

  • Pring J., Martin, `Technical analysis explained’, McGraw-Hill, (1991).

  • Plummer, Tony, ‘Forecasting Financial Market-the Truth behind Technical Analysis’, Kogen Page Limited.

    Journals 

  • Aggarwal. K.P., ‘Equity Price Behaviour in India since 1951 – 52’, Indian Journal of Economics Vo. 46, July 1965, pp. 63-92.

  • Barua and Raghunathan., ‘Inefficiency and Speculation in Indian Capital Markets’ – Vikalpa, Vol. 12, July – Sept.’ pp. 53-58.

  • Cootner, Paul H., ‘Stock Prices: Random Vs Systematic Changes’ The Industrial Management Review, Vol. 13. No.2. Spring 1962. pp. 24-45.

  • Fama, Eugene F., ‘Random Walks in Stock Market prices’, Financial Analyst Journal, Vo. XXI.

  • Gehm, Fred., ‘Who is R.N. Elliot and why is he making waves?’, Financial Analyst Journal, February, 1983, pp. 51-58.

  • Levy, Robert A. ‘Relative Strength as a criterion for Investment Selection’. The Journal of Finance, Vo. XXII No. 4. December 1967, pp. 595-610.

  • Levy Robert.A., ‘Conceptual Foundations of Technical Analysis’ Financial Analyst Journal, July – August, 1966, pp. 83-89, Reprinted in Sree Profit. Vol. IV. August, 1989.

  • Levy Robert A. Random Walks Reality or Myths’, Financial Analyst Journal, Vol. 23. No. 6 Nov.Dec. 1967.

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