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Electronic Customer Relationship Management- An Empirical Study with Special Reference to State Bank of India in Chennai
Ms. D.HEMALATHA
Pages: 12-19 | First Published: 05 Jul 2016
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Reference

  1. Top 5 CRM Trends for 2013". Enterprise Apps Today. Retrieved 7 June 2013.
  2. CRM and customer-centric knowledge management: an empirical research
  3. The Great Enterprise Balancing Act: Extended Relationship Management (XRM), Doug Laney, META Group publication, 10 December 2001
  4. .It’s all about the Customer, Stupid – The Importance of Customer Centric Partners
  5. 1Sales and Customer Services–CRM: Services Overview
  6. 1Joachim, David. "CRM tools improve access, usability." (cover story). B to B 87, no. 3 (11 March 2002): 1
  7. 1 David Sims, TMC.net (2007) CRM Adoption ‘Biggest Problem’ in 83 Percent of Cases
  8. 1 Hasan, M. R., Rahman, M., And Khan, M. M. (2013). Rural Consumers’ Adoption of CRM in a Developing Country Context. International Journal of Business and Management Invention (IJBMI), 2(9), 121-131.
  9. 1 DestinationCRM.com (2009) CRM Market Grows for Fifth Straight Year
  10. 1 "Gartner Says Worldwide Customer Relationship Management Market Grew 23 Percent in 2007" (Press release). Gartner, Inc. 12 September 2008. Retrieved 2008-08-15.
  11. 1 Gartner Says Worldwide CRM Market Grew 12.5 Percent in 2008" (Press release). Gartner, Inc. 15 June 2009. Retrieved 2009-10-27.
A Study on Labour Welfare Measure in TNSTC, Pudukkottai District
Mr. S. VEERAPANDIYAN
Pages: 20-29 | First Published: 05 Jul 2016
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Abstract
Labour welfare occupies a place of significance in industrial development and economy. It is an important facet of industrial relations, the extra dimension, giving satisfaction to the worker in a way that even a good wage cannot. With the growth of industrialization and mechanization, it has acquired added importance, a happy and contented workforce is an asset for the industrial prosperity of any nation, and Labour welfare is nothing but the maintenance function of personnel in the sense that it is directed specifically to the preservation of employee health and attitudes. In other words, it contributes to the maintenance of employee morale. The welfare services in an industry is to improve the living and working conditions of workers and their families because the worker's well-being cannot be achieved in isolation from his family Labour welfare, though it has been proved to contribute to efficiency in production, is expensive.

Reference

  1. N. K Joshi, "Labour welfare - concept, meaning and scope", Indian Labour Journal, V. 9 (10) October 1968, p. 280.

  2. The Committee on Labour Welfare (1969) Constituted by the government of India vide their resolution (1) 30 (3) 165 of August 5, 1966, issued by the Ministry of Labour, Employment and Rehabilitation (Department of Labour and Employment), p.5.

  3.  Flippo, Principles of Personnel Management, New Delhi, Mc Graw-Hill Book Company, 1984, p. 133.

  4. Government of India, Report of the Committee on Labour Welfare, "Concept and scope of labour welfare", Ministry of Labour, Employment and Rehabilitation, New Delhi, 1969, p. 5.

  5. K.N. Vaid, Labour Welfare in India, Shri Ram Centre for Industrial Relations, New Delhi, 1970, p.27.

  6. C. B. Mam on a Mamoria Satish, Labour Welfare Social Security and Industrial Peace in India, New Delhi, Kitab Mahal Distributors, 1980, p.4.

  7. A. Gani “Personnel Challenges by 200 A.D.", Indian Management, Vol.30 No 1. January 1991, p.37.

  8. Stone H Thomas, Understanding Personnel Management, New York, 1990, p. 397.

  9. Arun Monoppa, Industrial Relations, Tata Mc Graw-Hill Publishing Company, New Delhi, 1989, p.244.

  10. A.A. Puncell and Halls Worth. 3. Report on Labour Conditions in India, 1927- 28, p.1

Consumer Behaviour in Online Shopping with the Special Referance of Chennai City
Dr. P. MARIADOSS
Pages: 30-42 | First Published: 05 Jul 2016
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Abstract
The present study has been initiated to study the impact of socio-cultural factors on buying behaviour. The main objectives of the study are to study the perception concerning awareness and satisfaction. This research also helps to assess the ability of shopping sites to attract and retain the customer, to analyze the buying behaviour and to explore the reasons why potential customers do not prefer online shopping. The research methodology was exploratory and descriptive. In the study, the sample was based on purposive, judgement and convenience sampling. Research indicates that the buying behaviour towards online shopping is positive due to reasons like convenience, time-saving, varied choice and availability, 24x7 availability, etc. The increasing awareness towards the use of the internet, satisfactory results in online shopping, rise in the standard of living due to dual spousal income, occupation, influence of family, friends and attractive promotional offers etc. are going to affect the purchase decisions the most. In the culture, the study found that the male spouse is no longer the single authoritative person of the household and he has been joined by his wife to make purchase decisions for the family. In this way, the household setup has been now more democratic than the authoritative/ hierarchical in past. The research is in favour that there is a socio-cultural environment in the purchase decision-making process. There is a gender role in the participation of women in decision-making. The research also found in developing countries like India, people are still averse to online shopping due to major reasons like no bargaining facility, online frauds, non-availability of try and buy facility, difficulty in returning faulty products, lack of awareness level etc. Hence the present study directs that companies should focus on these aspects to attract customers towards electronic shopping.

Keywords: Customer behaviour, Online, Socio-Cultural.

Reference

  1. Rangaswamy and G.H. Van Bruggen (2005); ―Opportunities and challenges in multichannel marketing: An introduction to the special issue, Journal of Interactive Marketing, 19(2),p.:5-11
  2. Ahuja, M. K., Gupta, B., & Raman, P. (2003): An Empirical Investigation of Online Consumer Purchasing Behavior [Electronic version]. Communications of the ACM, 46(12ve pp.145-151. Retrieved 18 April 2005 from http://portal.acm.org/cacm/ve1203.
  3. A. Ansari, C.F. Mela, and S.A. Neslin (2008); ―Customer channel migration‖; Journal of Marketing Research; XLV: pp.:60-76.
  4. ACNielsen (2009), ―Indians beat the world in cyber shopping‖, [online document].
  5. Adams, Dennis A., R . Ryan Nelson, & Peter A. Todd, (1992), "Perceived Usefulness, Ease of Use, Usage of Information Technology: A replication", MIS Quarterly (June), pp.: 227-247.
  6. Aladwani, Adel M., & Prashant C. Palvia, (2002), "Developing and Validating an Instrument for measuring User-Perceived Web Quality", Information and Management, 39, pp.:467-476.
  7. Ankur Kumar Rastogi(2010): A study of Indian online consumers and their buying behavior, International Research Journal Vol 1 Issue 10 pp.:80
  8. Allred, R.C., Smith M.S and Swinyard, R.W (2006), ‗E-shopping lovers and fearful conservatives: a market segmentation analysis, International Journal of Retail and Distribution Management.34-4/5,308-333.
  9. Acquisti and Varian (2005), ―Conditioning Prices on Purchase History‖, Journal of Marketing Science, Vol. 24(3), pp.: 367–381.
  10. Ahmad. S. (2002), ―Service failures and customer selection: A Closer look at online shopping experiences, Journal of Managing Service Quality, Vol. 12(1), pp19-29
  11. Alan D. Smith and Dean R. Manna (2004), ―Exploring the trust factor in emedicine‖, Online Information Review, Vol. 28(5), pp. 346-355.
  12. Aleja I, Susan and Joan Fontradona (2005), ―Ethical Aspects at E-Commerce: Data Subjects and Context‖, New York Times, March 20.
Performance of Public and Private Sector Banks in India
Mrs. K.SHENBAGAM
Pages: 43-49 | First Published: 05 Jul 2016
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Abstract
The banking sector has become the foundation of modern economic development of a country. The effect of LPG in the financial sector in India is exposing Indian banks to a new economic environment that is characterized by increased competition and new regulatory requirements. So there is a need to examine the strengths and weaknesses of the banking sector. The public and private sector banks are very important segments of the banking sector in India. The present study is a comparative study of public and private sector banks for three years from the year 2011 to 2013. The study is based on secondary data. Both the banks have been compared based on seven parameters. i.e. Branch expansion, advances, borrowings, profitability, deposits, non-performing assets, income, and investments. Overall, it may be concluded that public sector banks even have a dominant position in several branches all over India but still face competition from private sector banks because the public sector banks are required to work in rural areas, resulting in high per unit transaction costs. So, they should adopt advancements in technology to overcome the reduction of costs in rural branches.

References

  1. Salam Abdus and Umma (2004), “Saving behavior in India: An Empirical Study”. The Indian Economic Journal. Vol.50, No.1, PP.26-38.
  2. M. Syed Ibrahim (2009), “Credit Deposit Ratio and Net Interest Margin (NIM) of Indian commercial Banks – An Analysis”. SMART Journal of Business Management studies. Vol.5, No. 2, PP.26-39.
  3. Haresh Rarot (2010), “ Impact of financial reform on banking sector – evidence from India”. International
    Journal of research in commerce & management. Vol.1, No.8,PP.120-125.
  4. K.V.N.Prasad, Dr.D.Maheswara Reddy and Dr. A.A. Chadri (2011), “Performance Evaluation of public sector banks in India: An Application of camel model”. International Journal of Research in commerce & management. Vol.2, No.6, PP 96-99.
  5. Vijay S.Hooda (2011), “Deposit and Advances of district central co-operative banks: A comparative analysis with Spearman’s rank correlation”. SMART journal of business management studies. Vol.7, No.2, PP.12-19.
  6. Vijay S.Hooda (2007) “Deposits and Advances of district central co-operative Bank” A Comparative Analysis with Spearman’s Rank correlation”. Smart Journal of Business Management Studies, Vol.7, no.2, Pp.13-20.
Financial Performance of Vellore Municipal Corporation
Mr.A.GANESAN
Pages: 50-70 | First Published: 05 Jul 2016
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References
1. A. C. Pigou, Public Finance, S. Chand & Co., New Delhi, 2001-02.
2. A. R. Prest, Public Finance, S. Chand & Co. New Delhi, 2003.
3. Adam Smith, Theory of Public Finance, S. Chand & Co., New Delhi, 2002.
4. Ashok Chand Quoted By B. N. Gupta, Indian Federal Finance.
5. B. P. Thyagi, Public Finance, Jai Prakash Nath & Co., Garh, Nauchandi, Crossing, Garh Road, Meerut, 2004-05.
6. Bastable, Public Finance, Jai Prakash Nath & Co, Meerut, 2005.
7. Dalton, Public Finance, S. Chand & Co., New Delhi, 2002.
8. Erick Lindahl, Public Finance ( Fiscal Policy), S. Chand & C0., New Delhi, 2000.
9. Hartley, Public Finance, Jai Prakash Nath & Co., Meerut, 2005.
10. P. E. Taylor, Public Finance, Jai Prakash Nath & Co., Meerut, 2005.
11. R. Cauvery, U. K. Sudha Nayak, M. Girija, N. Kruparani, R. Meenakshi, Public Finance (Fiscal Policy), S. Chand &           Co. Ram Nagar, New Delhi, 2000.
12. Report of the Taxation Inquiry Commission, Indian Economy, S. Chand & Co., New Delhi, 2005.
13. Ruddar Datt, K. P. M. Sundaram, Indian Economy, S. Chand & Co., New Delhi, 2004.
14. S. K. Singh, Public Finance in Theory and Practice, S. Chand & Co. New Delhi, 1982.
15. Chidambaram Municipality Budget From 1997-98 To 2006-07.
16. Seligman, Publi Fince, S. Chand & Co., New Delhi, 2002.
17. Taussing, Public Finance, S. Chand & Co. New Delhi,2004.
18. Third Five Year Plan, Indian Economy, S. Chand & Co., New Delhi, 2002

Rural Development through Micro Finance with Special Reference to Self Help Groups at Nagapatanam District
Dr.A. PANNER SELVAM
Pages: 71-80 | First Published: 05 Jul 2016
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Abstract
This paper aimed to examine rural development through microfinance with special reference to self-help groups in the Nagapatanam district. For this investigation, primary data was collected from 500 respondents through a structured questionnaire. Nagapatanam district comprises eleven blocks, A Proportionate Stratified Random Sampling procedure was adapted to select sample self-help groups and member respondents from all the eleven blocks in Nagapatanam district. The present study has been undertaken to evaluate the performance of SHGs and their impact on the rural development of members in Nagapatanam District, Tamil Nadu. The study is based on empirical evidence gathered from the selected respondents to study the progress of SHGs in the Nagapatanam District. Further, attention has also been focused on evaluating the performance of sample SHGs and efforts have been made to examine how far SHGs help in the upliftment of rural development. Besides the impact of SHGs on entrepreneurial development, employment generation, earning capacity, and asset creation of rural areas were analyzed in the study.
Keywords: Self Help Groups, Rural Development, Microfinance.

References

  1. Alagh, Y.K, Indian Development Planning and Policy, Vikas Publishing Press, New Delhi, 1991.
  2. Aswathi Indira Rural Women of India – A Socio-economic Profile of Jummu Women, B.R. Publishing Corporation Delhi – 1982.
  3. Baig, Tara Ali India’s Women power, S.Chand & Company, New Delhi.
  4. Batra, S.L, Employment for Women, Har-Anand Publication, 1990.
  5. Desai, Neera Women in Modern India, Vora and Company, Bombay, 1974.
  6. Vijayakumari, M. Empowerment of Women and institutional credit, Sonali publications New Delhi.
  7. Hall, C.M. Women and Empowerment: strategies for Increasing Autonomy, Hemisphere Publishing Corporation Washington, 1992.
  8. Heredero, J.M.Rural development and social change, Manohar, Book Service, New Delhi 1971.
A Study on Investors Perception Towards Commodity Trading in Sky Commodity India Pvt Ltd at Chennai
Dr. E. VISWANATHAN
Pages: 81-97 | First Published: 05 Jul 2016
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Abstract
This study aims to measure the investors' perception and attitude towards the Indian stock market especially in Commodity Trading concerning the investors in Tamil Nadu. This research is descriptive research and it is going to measure the variables that influence the investors' perception and attitude toward commodity trading. Therefore, descriptive research is taken to describe the features in testing the current scenario. A convenient sampling technique has been adopted. The universe of this study was infinite. So, it is appropriate to apply non-probability sampling. A trail survey was used to select the sample size measuring internal and construct validity and reliability of the instrument being tested. Based on the pilot study, the researcher infers that the standard deviation of the population is low.. Age and income have a significant impact on taking exposure. Forty-six functional variables are used in this study to measure investors' perceptions. These variables have explained 72% influence on measuring investor perception. This leads to a presentation of how to measure the expected and historical rates of returns for a visual asset or a portfolio of assets. In addition, we consider how to measure risk not only for an individual investment but also for an investment that is part of a portfolio. The third section of the chapter discusses the factors that determine the required rate of return for an individual investment. The factors discussed are those that contribute to an asset’s total risk. Because most investors have a portfolio of investments, it is necessary to consider how to measure the risk of an asset when it is part of a large portfolio of assets. The risk that prevails when an asset is part of a diversified portfolio is referred to as its systematic risk. The final section deals with what causes changes in an asset’s required rate of return over time. Changes occur because of both macroeconomic events that affect all investment assets and microeconomic events that affect the specific asset.

Reference
1. Supuralin, “Organization behavior”, Suren Chahan& Company Limited,2006.
2. SubbaRao. P., “Essentials of Portfolio Management and Industrial Relations”, Himalaya Publishers, 1990.
3. C. R . Kothari – Research Methodology from investors perception - Prakasham Publication – 3 th edition 2008.
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