Search results

1 – 8 of 8
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 27 June 2019

Nikunj Kumar Jain, Alok Kumar Singh and Kapil Kaushik

The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of…

1388

Abstract

Purpose

The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM.

Design/methodology/approach

Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling.

Findings

The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM.

Research limitations/implications

The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings.

Practical implications

To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience.

Originality/value

The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

Available. Content available
Article
Publication date: 7 January 2014

114

Abstract

Details

The TQM Journal, vol. 26 no. 1
Type: Research Article
ISSN: 1754-2731

Access Restricted. View access options
Article
Publication date: 6 January 2012

Prabhakar Kaushik, Dinesh Khanduja, Kapil Mittal and Pawan Jaglan

Six Sigma within small and medium‐sized enterprises (SMEs) is rapidly emerging as the new wave of change in Six Sigma. The purpose of this paper is to review the implications of…

7264

Abstract

Purpose

Six Sigma within small and medium‐sized enterprises (SMEs) is rapidly emerging as the new wave of change in Six Sigma. The purpose of this paper is to review the implications of applying Six Sigma methodology over the SMEs, taking a specific case of a bicycle chain manufacturing unit. The study could be a paradigm initiative towards high quality products and services at low cost for every SME.

Design/methodology/approach

Based on the literature, this paper proposes a process flow chart to present a one‐shot picture of the Six Sigma application in a bicycle chain manufacturing unit which falls in an SME environment. The methodology adopted is DMAIC methodology of Six Sigma, which had been mostly successful so far in large‐scale industries. The methodology has been applied to reduce the bush rejection rate (bush is an important component of a cycle chain) by reducing defects inherent in the processes. The statistical techniques such as two sample t‐test and process capability analysis have been used to establish the process capability before and after the Six Sigma application.

Findings

This paper is an attempt to justify the highly useful role of quality management techniques like Six Sigma for SMEs which are normally presumed to be in the domain of large industries. In this paper, Six Sigma methodology has been applied to a small unit manufacturing bicycles chains with dwindling productivity levels. After applying Six Sigma it was found that the chain manufacturing firm can increase its profit by controlling high rejection rate of cycle chain bush. Application of Six Sigma project recommendation brought up the process sigma level to 5.46 from 1.40 by reduction in bush diameter variation in the process of bicycle chain bush manufacturing. This increase in sigma level is equivalent to monetary saving of Rs 0.288 million per annum, which is a noteworthy figure for an industry of such level. The success of this study paves the way to further extend the Six Sigma application to more such industries working in the SME environment.

Originality/value

This paper provides documented evidence of Six Sigma implementation in a bicycle chain manufacturing unit which has been taken as representative of a small and medium‐size industry. The study will yield a great value to academics, consultants, researchers and practitioners of Six Sigma.

Details

The TQM Journal, vol. 24 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

Access Restricted. View access options
Article
Publication date: 8 April 2014

Gopal Chandra Mandal, Kaushik Bose and Slawomir Koziel

Developing countries like India, accounts for about 40 percent of undernourished children in the World and it is largely due to the result of dietary inadequacy in relation to…

158

Abstract

Purpose

Developing countries like India, accounts for about 40 percent of undernourished children in the World and it is largely due to the result of dietary inadequacy in relation to their needs. The purpose of this paper was to evaluate the changes in the nutritional status of the children, from their preschool days to the present primary school days.

Design/methodology/approach

The present investigation was conducted at 20 Integrated Child Development Service (ICDS) centers (Center-A) and 15 primary schools (Center-B) in Bali Gram Panchayat, Arambag, Hooghly District of West Bengal, India, at an interval of three to four years. A total of 1,012 children (boys=498; girls=514) aged two to six years old enrolled in these ICDS centers and a total of 603 children (boys=300, girls=303), aged five to ten years were studied from the 15 primary schools who were the beneficiaries of ICDS centers. Underweight (weight-for-age Z-score (WAZ)) and wasting (weight-for height Z-score (WHZ)) were used to assess the nutritional status.

Findings

The nutritional situation (both in case of underweight and wasting) was better in Center B as compared with Center A. In general, the nutritional condition of boys was better than girls. Center had a very significant effect on both WAZ as well as WHZ, irrespective of age and sex. Sex has a significant impact only on WAZ. Interestingly, there was no significant sex-center interaction for both WAZ as well as WHZ. The children of the area were getting Mid Day Meal supplied through the school authorities which was comparatively better than the ICDS centers’ food supplementation. Better monitoring of nutritional supplementation at primary schools may be an important factor.

Practical implications

In ICDS centers, only the Anganwari worker is responsible in running and implementing the programs offered by the Government. However, at primary schools, the active involvement of all the teachers to run the program may have effectively led to have better results. Furthermore, the Government's focus should not be only on the increase the area covered by the ICDS program, but focus should be to increase the quality of food supplied, proper monitoring of the implementation and increase the allocation of funds. Appropriate measures may be taken by the authorities regarding this.

Originality/value

The results of the study will help in policy making in reducing the prevalence of undernutrition.

Details

International Journal of Sociology and Social Policy, vol. 34 no. 3/4
Type: Research Article
ISSN: 0144-333X

Keywords

Available. Content available
Article
Publication date: 1 August 2006

89

Abstract

Details

Disaster Prevention and Management: An International Journal, vol. 15 no. 4
Type: Research Article
ISSN: 0965-3562

Access Restricted. View access options
Article
Publication date: 10 February 2022

Mansi Rastogi, Rupashree Baral and Jasmine Banu

This paper aims to provide relevant knowledge about entrepreneurship and women’s leadership in the Indian context. More specifically, it unleashes the veiled challenges as well as…

1549

Abstract

Purpose

This paper aims to provide relevant knowledge about entrepreneurship and women’s leadership in the Indian context. More specifically, it unleashes the veiled challenges as well as success stories of select women entrepreneurs of a developing country to bridge the gap between entrepreneurship theory and practice. It aims to provide directions to the policymakers, educationists, society and families in creating a conducive environment that is essential for the success of women entrepreneurs.

Design/methodology/approach

With a qualitative case study approach, data were collected from Tamil Nadu, a southern Indian state which has a maximum number of women entrepreneurs. Face-to-face interviews were conducted to explore the supportive as well as challenging dimensions of their entrepreneurial journey.

Findings

Content analysis of the interview transcripts indicated that successful entrepreneurs are opportunity-driven and they focus on innovation, service, generation of wealth and employment. Support from family, especially from fathers or husbands, is as important as the entrepreneurial drive, skills and abilities of an entrepreneur. Success for them is being happy, thriving work, having a happy family, having a great work-life balance and the satisfaction to have served society apart from being independent (economically/ financially). Among India’s societal and cultural realities, women have to conquer many hurdles (both implicit and explicit) in their way concerning the societal attitudes toward women stepping out of the home boundaries and traditional gender role expectations. The silver line is societal attitudes are changing, especially in urban India. There are enough support and encouragement from the family, which helps these women pursue their passion and eventually become a successful leader.

Social implications

The success stories of women will bring a wave of positive developmental change in India by fostering respect for women in a male-dominated society and flashing the importance of women’s entrepreneurship.

Originality/value

This paper provides a new examination of women entrepreneurs that significantly further the debate about the underrepresentation of women in leadership roles, especially in entrepreneurship in an emerging economy context like India. Apart from the deterrents, it aims to highlight the enablers and motivations to choose this unconventional profession.

Details

Industrial and Commercial Training, vol. 54 no. 2
Type: Research Article
ISSN: 0019-7858

Keywords

Access Restricted. View access options
Article
Publication date: 28 March 2023

Yasemin Akbulut, Alp Usubütün, Fatih Durur and Gamze Kutlu

The aim of this study is to determine the effect of the application of the lean methodoloy in the pathology laboratory and to evaluate the results on the turnaround time.

426

Abstract

Purpose

The aim of this study is to determine the effect of the application of the lean methodoloy in the pathology laboratory and to evaluate the results on the turnaround time.

Design/methodology/approach

This study was a prospective intervention study formed of the three stages of pre-intervention, determination of problem areas and the application of lean techniques and quality improvement. The study was conducted between February 2019 and August 2020. In the first stage, research was made through interviews, observations, questionnaires and seminars; in the second stage, observations, brain-storming, process flowcharts and fishbone diagram were used; and in the third stage, Kaizen, A3 method and spaghetti diagram were applied.

Findings

Following the application of lean techniques, turnaround time in the pathology laboratory was decreased, and the changes made in the working methods and placement of the units in the laboratory were found to have prevented unnecessary steps. The lean method was also determined to have had positive effects on the workplace satisfaction of the laboratory employees and of the physicians working with the laboratory.

Originality/value

The results showed that applying lean techniques could reduce waste and increase participation in processes. This article demonstrates its originality and relevance by proving that the lean techniques can be applied in the hospital laboratory. Actions to improve turnaround time are also crucial for the efficient use of resources.

Details

International Journal of Lean Six Sigma, vol. 14 no. 3
Type: Research Article
ISSN: 2040-4166

Keywords

Access Restricted. View access options
Article
Publication date: 7 September 2021

Shishir Gupta, Soumik Das and Rachaita Dutta

The purpose of the present study is to investigate the dispersion and damping behaviors of Love-type waves propagating in an irregular fluid-saturated fissured porous stratum…

101

Abstract

Purpose

The purpose of the present study is to investigate the dispersion and damping behaviors of Love-type waves propagating in an irregular fluid-saturated fissured porous stratum coated by a sandy layer.

Design/methodology/approach

Two cases are analyzed in this study. In case-I, the irregular fissured porous stratum is covered by a dry sandy layer, whereas in case-II, the sandy layer is considered to be viscous in nature. The method of separation of variables is incorporated in this study to acquire the displacement components of the considered media.

Findings

With the help of the suitable boundary conditions, the complex frequency relation is established in each case leading to two distinct equations. The real and imaginary parts of the complex frequency relation define the dispersion and attenuation properties of Love-type waves, respectively. Using the MATHEMATICA software, several graphical implementations are executed to illustrate the influence of the sandiness parameter, total porosity, volume fraction of fissures, fluctuation parameter, flatness parameters and ratio of widths of layers on the phase velocity and attenuation coefficient. Furthermore, comparison between the two cases is clearly framed through the variation of aforementioned parameters. Some particular cases in the presence and absence of irregular interfaces are also analyzed.

Originality/value

To the best of the authors' knowledge, although many articles regarding the surface wave propagation in different crustal layers have been published, the propagation of Love-type waves in a sandwiched fissured porous stratum with irregular boundaries is still undiscovered. Results accomplished in this analytical study can be employed in different practical areas, such as earthquake engineering, material science, carbon sequestration and seismology.

Details

Multidiscipline Modeling in Materials and Structures, vol. 17 no. 6
Type: Research Article
ISSN: 1573-6105

Keywords

1 – 8 of 8
Per page
102050