Nitin Arora, Nidhi Grover Arora and Kritika Kanwar
The issue of mounting non-performing assets (NPAs) in Indian banking industry is serious and attracting attention of academia and policy planners. Thus, the purpose of this paper…
Abstract
Purpose
The issue of mounting non-performing assets (NPAs) in Indian banking industry is serious and attracting attention of academia and policy planners. Thus, the purpose of this paper is to test the hypothesis whether NPAs in Indian commercial banking have reached at alarming state where they start affecting the technical efficiency levels adversely or not.
Design/methodology/approach
The efficiency score have been computed using case model (model with NPAs as bad/undesirable output) vs control model (model without NPAs as bad/undesirable output) methodology under meta-frontier data envelopment analysis framework.
Findings
It has been noticed that the effect of NPAs on overall technical efficiency and its various components is insignificant. The comparison of the case models (i.e. model with NPAs as bad output) with the control models (i.e. model without NPAs) reveals insignificant difference in average efficiency scores and rank distribution of commercial banks. The major source of inefficiency is technology gap (i.e. structure, setup and objectives of banking) among public, domestic private and foreign private categories of banks.
Practical implications
Though NPAs are increasing in Indian banking industry and specifically in Indian public sector banks because of their compulsory lending to priority sector yet the banks have huge scope to extend credit to priority sector as the NPAs have not reached at alarming stage where they start affecting adversely the efficiency performance.
Originality/value
Given the fact that the banking penetrations, structure and objectives differ significantly across ownership, separate frontiers for each ownership (public, private and foreign banks) category has been used to evaluate the technical efficiency levels of 81 commercial banks operating in India over the period 2005 to 2013.
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The purpose of this paper is to examine expectations of Generation Y (born between 1980 and 2000) entrants to Indian industry, in respect of their perspective, job experiences…
Abstract
Purpose
The purpose of this paper is to examine expectations of Generation Y (born between 1980 and 2000) entrants to Indian industry, in respect of their perspective, job experiences, considerations and initial employment expectations. Keeping in mind that organizations are required to prepare for the expectations of Generation Y. Human resources (HR) practitioners should consider the next generation as strategic business partners in the twenty-first-century workplaces, questions ignite about Generation Y’s values and aspirations and how we can engage them in our workplaces. This study was an attempt to look at Indian Gen Y employees who comprise almost half of the Indian working population and are growing at a rapid pace. Effective understanding of Gen Y will lead to the designing of effective HR policies and environment.
Design/methodology/approach
Utilizing quantitative research methods, an exploratory study was undertaken with 520 employees (all of whom fell into the category of Generation Y) from various industries.
Findings
The study found that many of the propositions contained within the Generation Y literature were reflected among participants in relation to their future career and lifestyle aspirations. This hints to the need for industry to carefully benchmark employee expectations and experiences to ensure commitment to the sector.
Research limitations/implications
Being an exploratory study, the results are not generalizable to the wider population. The findings frame a future longitudinal study on the careers of Generation Y graduates as they move from the anticipation to the encounter stage of their career development. This will seek to further explore the implications of Generation Y values, including those relating to diversity and equality which were not raised as an issue in this preliminary study.
Practical implications
The findings of this research contribute to our knowledge of the career aspirations of Generation Y. The paper indicates to employers some of the future benchmarkings in recruitment and HR practices that they might adopt to meet the needs of this generation of employees. It is anticipated that this paper will interest new and experienced HR practitioners. Interest might spark ongoing inquiry into effective approaches for employee engagements, specifically to Gen Y employees who will be ruling the workplace in the coming decade. The Gen Y has also led to attrition problems. Therefore, this paper will help in the effective understanding of Gen Y and designing strategies for internal benchmarking in various policies.
Originality/value
This work is a unique effort to look at the common expectations of the Gen Y employees, from the workplace. The findings highlighted the general expectations which are normally neglected in high strategical environment of today’s tech-savvy industry.
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Social media offers better prospect for travellers to seek for travel information, choose a location and share their personal travel experiences. The current study aims to examine…
Abstract
Purpose
Social media offers better prospect for travellers to seek for travel information, choose a location and share their personal travel experiences. The current study aims to examine how tourists gather information from YouTube shorts and its influence on their intention to use it for selection of an ecotourism destination.
Design/methodology/approach
The conceptual model of the study is constructed on information adoption model (IAM). An adaptive questionnaire was utilised to gather 374 valid responses. Partial least square structural equational modelling (PLS-SEM) was utilised for data analysis.
Findings
The results showed a positive significant relationship between all the constructs of IAM. The findings also show significant mediating effect of attitude and moderating effect of involvement between information quality and adoption also between source credibility and information usefulness.
Research limitations/implications
This study will help destination marketers by providing valuable insights to them to promote their destinations more effectively on social media platforms. This study will also help travel influencers in understanding what are the factors they should focus on while providing information about ecotourism destination. It will additionally help the local economy and conveys a message to travellers about responsible travel behaviour when selecting or visiting ecotourism destination.
Originality/value
This is the very first attempt to investigate the adoption of YouTube shorts information and formulating behavioural intentions to utilise it for ecotourism destination selection.
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There has been considerable discussion about the utilization of social media effectively in tourist research. Still, there is a paucity of information about its usage for…
Abstract
Purpose
There has been considerable discussion about the utilization of social media effectively in tourist research. Still, there is a paucity of information about its usage for ecotourism destination selection. The study aims to determine critical factors influencing travelers' behavioral and electronic word-of-mouth (e-WOM) intentions to use Instagram reels to select an ecotourism destination.
Design/methodology/approach
This study is based on the motivated consumer innovativeness theory and technology acceptance model. Purposive sampling was applied to acquire data from Instagram users. Data were gathered from 445 respondents and 415 valid responses were analyzed using partial least square structural equational modeling.
Findings
The findings of the study confirmed the positive impact of perceived ease of use, socially motivated consumer innovativeness and hedonically motivated consumer innovativeness on travelers' attitude except for perceived usefulness. The outcomes also revealed a significant influence of travelers' attitude on behavioral and e-WOM intention.
Research limitations/implications
The study's findings were intended to offer insights into traveler behavior to critical players in the tourism sector, including destination marketers, travel companies, the government and policymakers. They must comprehend how useful Instagram is for the tourist industry, which will help them better understand how to attract travelers through Instagram reels to market their destination.
Originality/value
The current investigation is the first attempt to investigate the travelers' behavioral and e-WOM intentions to use Instagram reels to select an ecotourism destination.
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Nidhi Thakur and Sangeeta Arora
This study aims to explore the determinants (bank-specific, industry-specific and macroeconomic) of income diversification across interest income and non-interest income as well…
Abstract
Purpose
This study aims to explore the determinants (bank-specific, industry-specific and macroeconomic) of income diversification across interest income and non-interest income as well as for non-traditional income sources (non-interest income) from 2004–2005 to 2021–2022.
Design/methodology/approach
An unbalanced data set comprising 110 Indian commercial banks with 1480 observations is sampled in this study. Because of the bounded nature of the dependent variables (proxies of income diversification), the panel Tobit regression model is used.
Findings
The findings reveal that income diversification is positively influenced by bank size, technological advancements, cost–income ratio, return on assets, market competition and inflation in the economy. However, the decision to diversify income sources is adversely impacted by the capital ratio, GDP and financial intermediation ratio. Moreover, factors such as asset quality (loan loss provisions) and liquidity ratio do not directly influence the diversification strategies in the Indian banking industry.
Practical implications
The present study uses an extensive set of variables to provide insights into key factors for bank managers, regulators and policymakers to consider before developing diversification strategies.
Originality/value
To the best of the authors’ knowledge, this is the first study to examine the various bank-specific and macroeconomic determinants that affect income diversification in the Indian banking sector. The current study also investigates new variables such as technological advancements and a market concentration index for measuring competition, which have not been investigated in existing literature concerning bank income diversification in the Indian context.
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Anchal Arora, Sanjay Gupta, Chandrika Devi and Nidhi Walia
The financial technology (FinTech) era has brought a revolutionary change in the financial sector’s customer experiences at the national and global levels. The importance of…
Abstract
Purpose
The financial technology (FinTech) era has brought a revolutionary change in the financial sector’s customer experiences at the national and global levels. The importance of artificial intelligence (AI) in the context of FinTech services for enriching customer experiences has become a new norm in this modern era of technological advancement. So, it becomes crucial to understand the customer’s perspective. The current research ranks the factors and sub-factors influencing customers’ perceptions of AI-based FinTech services.
Design/methodology/approach
The sample size for this study was decided to be 970 respondents from four Indian cities: Mumbai, Delhi, Kolkata and Chennai. The Fuzzy-AHP technique was used to identify the primary factors and sub-factors influencing customers’ experiences with AI-enabled finance services. The factors considered in the study were service quality, trust commitment, personalization, perceived convenience, relationship commitment, perceived sacrifice, subjective norms, perceived usefulness, attitude and vulnerability. The current research is both empirical and descriptive.
Findings
The study’s three top factors are service quality, perceived usefulness and perceived convenience, all of which have a significant impact on customers’ experience with AI-enabled FinTech services discussing sub-criteria three primary criteria for customers’ experience for FinTech services include: “Using FinTech would increase my effectiveness in managing a portfolio (A2)”, “My peer groups and friends have an impact on using FinTech services (SN3)” and “Using FinTech would increase my efficacy in administering portfolio (PU2)”.
Research limitations/implications
The current study is limited to four Indian cities, with 10 factors to understand customers’ preferences in FinTech. Further research can focus on other dimensions like perceived ease of use, familiarity, etc. Future studies can have a broader view of different geographical locations and consider new tech to understand customer perceptions better.
Practical implications
The study’s findings will significantly assist businesses in determining the primary aspects influencing customers’ experiences with AI-enabled financial services. As a result, they will develop strategies and policies to entice clients to use AI-powered FinTech services.
Originality/value
Existing AI research investigated several vital topics in the context of FinTech services. On the other hand, the current study ranked the criteria in understanding customer experiences. The research will substantially assist marketers, business houses, academicians and practitioners in understanding essential facets influencing customer experience and contribute significantly to the literature.
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Navneet Kaur, Shreelekha Pandey and Nidhi Kalra
The attraction of online shopping has raised the demand for customized image searches, mainly in the fashion industry. Daily updates in this industry increase the size of the…
Abstract
Purpose
The attraction of online shopping has raised the demand for customized image searches, mainly in the fashion industry. Daily updates in this industry increase the size of the clothing database at a rapid rate. Hence, it is crucial to design an efficient and fast image retrieval system owing to the short-listing of images depending upon various parameters such as color, pattern, material used, style, etc.
Design/methodology/approach
This manuscript introduces an improved algorithm for the retrieval of images. The inherited quality of images is first enhanced through intensity modification and morphological operations achieved with the help of a light adjustment algorithm, followed by the speeded up robust feature (SURF) extraction and convolutional neural networks (CNN).
Findings
The results are validated under three performance parameters (precision, recall and accuracy) on a DeepFashion dataset. The proposed approach helps to extract the most relevant images from a larger dataset based on scores conferred by multiple cloth features to meet the demands of real-world applications. The efficiency of the proposed work is deduced from its effectiveness in comparison to existing works, as measured by performance parameters including precision, recall and F1 score. Further, it is also evaluated against other recent techniques on the basis of performance metrics.
Originality/value
The presented work is particularly advantageous in the fashion industry for creating precise categorization and retrieving visually appealing photographs from a diverse library based on different designs, patterns and fashion trends. The proposed approach is quite better than the other existing ML/DL-based approaches for image retrieval and classification. This further reflects a significant improvement in customized image retrieval in the field of the fashion industry.
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This study aims to understand the expectations of elderly bank customers with mobile banking services and to measure its impact on their long-term satisfaction and continued…
Abstract
Purpose
This study aims to understand the expectations of elderly bank customers with mobile banking services and to measure its impact on their long-term satisfaction and continued intention. The study is based on two theories, expectations-confirmation theory (ECT) and hedonic adaptation theory.
Design/methodology/approach
A self-administered longitudinal survey was completed with a sample of 208 elder customers who do not use mobile banking services. Latent growth curve modelling approach was used to determine the change in their post-adoption experience over four time points.
Findings
Results of the study confirm that the use of mobile banking services prolongs the duration of customer satisfaction and continued intention level, post-adoption, reinforcing the hedonic adaptation theory.
Research limitations/implications
Mobile banking services are going to be a significant component of the multichannel banking agenda. But it might be interesting to review other digital channels of banking services. The key contribution of this study is that it measures the expectation-confirmation link of elderly customers with mobile banking services. The study sheds light on factors that positively influence customer inclination and adoption of multichannel banking services in the long run, which is important for the commercial success of such channels.
Practical implications
The study highlights the importance of elder customers' pre-expectations, related dimensions which are important for post-adoption experiences of mobile banking services to improve customers' satisfaction and continued intention in the long run. This is crucial for the commercial success of banks.
Originality/value
This is the first such study that used the expectation confirmation model (ECT) and related it with hedonic adaptation theory to assess elderly customer's post-adoption satisfaction and continued usage of mobile banking services over time.
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The learning outcomes are as follows: to understand and examine the strategies that help platforms fight competition and manage networks; to analyse the role of platform…
Abstract
Learning outcomes
The learning outcomes are as follows: to understand and examine the strategies that help platforms fight competition and manage networks; to analyse the role of platform governance in the management of the networks and partners’ trust; and to evaluate the strategic risks of disintermediation and multi-homing firms face while trying to sustain profits and capture value.
Case overview/synopsis
The case presents the dilemma faced by Deepinder Goyal, the young founder and CEO of Zomato in formulating the growth strategy for its food delivery platform, struggling to retain its market leadership position amid intensifying competition and other challenges during the COVID-19 pandemic. Zomato has become a public company with an IPO announced in mid of July 2021. Therefore, there is growing expectation for profitability among its shareholders and investors considering tailwinds of COVID-19 crisis, which have given the push towards adoption of food delivery among the customers. This has also resulted in increased competition in the industry. On other hand, there is growing dissatisfaction among its restaurant partners who have been hit hard by COVID-19 and struggling for survival. CEO Deepinder has to find how he will ensure the long-term growth for Zomato to tap the growing food delivery market in India and regain its restaurant partner’s trust.
Complexity Academic Level
The case is intended for post-graduate courses (MBA, PGDM) on digital business strategy or strategic management of technology-oriented businesses. The case can be used to understand the nature of competition and different strategies for platform-based businesses in the digital world. The case can also be used to study the role governance can play in efficient value creation and capture on the platform by the partner entities. Finally, the case also highlights how are platform businesses are coping with the Covid challenge. There are no specific prerequisites but knowledge on basic strategy concepts and platform business concepts will be good for better understanding. Level of difficulty is medium.
Supplementary materials
Teaching notes are available for educators only.
Subject code
CSS 11: Strategy.