MODERATING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TO ENHANCE FIRM PERFORMANCE THROUGH CONTINUOUS PRODUCT DEVELOPMENT
►Oladele Olajide Patrick
The banking sector in Nigeria went through various reforms in the last few years and this has resulted in stiff competition in the industry. Based on this the few surviving ones are making concerted efforts to stabilize in the ever changing competitive and uncertain business environment. More importantly, the banks have come to realized that building long-term relationship with their customer is sine qua non to achieving sustainable competitive advantage. This study examines the link between customer relationship management and performance on the banking sector. The researcher built a model using continuous product development to moderate the effect that CRM has on bank performance. Data using primary source was collected from the financial market through a cross sectional survey in Ekiti State, Nigeria. Two pretests of the questionnaire were performed for validity and reliability assessment. Based on extensive review of literature, a 54 item capturing all major sub processes in implementing CRM was evaluated. The Data collected were fitted into regression model. The result indicates that CRM implementation processes are associated with better firm performance more importantly when it is moderated by continuous product development.
Keywords: Continuous Product Development, Customer Orientation, Customer Relationship Management, Improved Marketing Strategy, Performance
AN EVALUATION OF CORPORATE STRATEGIC PERFORMANCE: An Evidence From Jordan
►Ahmed A. Al-Qatamin and Addi A. Al-Qatamin
This study aimed at conducting an assessment of corporate strategic performance in a sample of Jordanian banks. To reach this end, an empirical linear discriminant model was developed and tested using Multiple Discriminant Analysis as a statistical tool for data analysis and hypotheses testing. Findings indicated that corporate efficiency has highly significant discriminatory power to distinguish between the strategically- high and strategically-low performing banks in the study sample. Results of hypotheses testing also indicated that ability to raise long term capital has reasonable discriminatory power to distinguish between groups. On the other hand, profitability has a weak positive discriminatory power and productivity has no statistically significant contribution to strategic performance.
Keywords: Strategic Performance, Strategic Management, Strategic thinking, Strategic Planning, Strategic Adaptation
IMPACT OF BUSINESS COMMUNICATION ON ORGANIZATIONAL PERFORMANCE IN NIGERIAN COMPANIES
►Udegbe, Scholastica Ebarefimia, Udegbe, Maurice Inedegbor; Ogundipe Kehinde Ahmed, Akintola Omobola Ganiyat and Kareem, Rashdidat
The purpose of this study was to investigate the impact of business communication on organizational performance in Nigerian companies. In business, message is conveyed through various channels of communication, including internet, print (publication), radio, television, etc. Whether or not significant change(s) results in the performance of an organization as a result of business communication is yet to be empirically established. This study, therefore, was carried out to investigate the relationship between business communication and organizational performance in Nigeria (a less developed economy) using a contextualized and literature based research instrument to measure the application of the investigated “constructs”. Using the survey method, the study obtained sample data from 100 small and large manufacturing and service companies operating in Lagos State of Nigeria. The research instrument showed encouraging evidence of reliability and validity. Data were analyzed using descriptive statistics, percentages and t- test analysis. The study found that effective business communication is emphasized to a reasonable extent in the surveyed Nigerian companies. However, the ‘level of emphasize’ is a question of degree. It was also found that the extent of practices of effective business communication, were related to the category of business (service versus manufacturing) and its size. The research findings are limited to some extent by the confounding effect of variations within and between industry types of firm and industry sectors, and the use of respondents’ own-assessments of performance. The established research beyond the usual context of developed western economies, and thereby, potentially contains some lessons for practitioners and researchers in other developing countries.
Keywords: communication, organization, industry, research, practitioners
MARKETING OF PEPPER IN THE METROPOLITAN REGION OF LAGOS STATE, NIGERIA
►UDEGBE, SCHOLASTICA E., UDEGBE, MAURICE I., OLUMOKO T. ABAYOMI and HASSAN R. A.
The purpose of this study is to investigate the marketing of pepper in the metropolitan region of Lagos with specific focus on the modes and cost of transporting tomatoes to the market, factors affecting prices of pepper and on the ways in which effective distribution channels can be used to increase customer satisfaction in Lagos as a whole. The study used a contextualized and literature based research instrument to evaluate the marketing of pepper in the Lagos metropolitan region of Lagos. The sample data were derived from a questionnaire survey of 500 respondents drawn from a sample of 10 metropolitan markets in Lagos, Nigeria. Results obtained from the analysis using descriptive statistics and correlations indicated strong positive correlation between transportation cost and pepper prices in Lagos. Although transportation issue had been identified as basic to pepper distribution in the city, the problems were not essentially limited to mobility alone. The results also suggest that the factors affecting marketing of pepper in Lagos metropolis are diverse, and these include seasonality, perishability, unit price value, sales volume weight measure and existence of competitions. Feedback from the results of research work will assist to expand knowledge as to the marketing of pepper in the metropolitan region of Lagos, for example, contributing to the understanding of the problems confronting marketers in the distribution of pepper in an urban setting like Lagos and also provide critical suggestion on what has to be done to alleviate problems. It will be of value to government, farmers, producers, wholesalers, retailers, consumers as well as anyone interested in the marketing of pepper in developing setting like Lagos, Nigeria.
Keywords: marketing, pepper, modes, cost, price, Seasonality, Perishability, Sales Volume, Variation, Lagos, Nigeria
CHALLENGES ASSOCIATED AND CUSTOMER’S PERCEPTION ABOUT CHANGES IN FINANCIAL INDUSTRY, PRE AND POST IMPLEMENTATION OF E-FINANCE
►Vinamra Jain, Ashok Sharma, Pradeep Narwal and Swati Agarwal
This research undertakes the detailed study of the customers’ perception about E-Finance and analyzes the opinion of customers regarding advancement in financial industry post implementation of E-Finance, challenges associated with the implementation of E-Finance, and the challenges that Indian financial industry is still going through to deal electronically efficiently and effectively. The report has been designed after doing detailed secondary research so as to understand the challenges that had been there at the time of implementation of E-Finance, to what extent they have been addressed and the challenges that are still prevailing as obstacles in the successful progress of E-Finance. In order to meet other objective of study i.e. study of customer opinion regarding changes in financial industry, pre-post implementation of E-Finance, Primary Research has been undertaken. To study the same, a sample of 100 customers has been surveyed. Questionnaires have been used as instruments for the survey. The findings of the report say that Lack of Infrastructure, Security, Awareness and knowledge on part of customer as well as employees and skills were the major challenges at the time of implementation but issues like Illiterate population, infrastructure issues like power shortage, low bandwidth, and lack of security are still obstructing the growth of E-Finance. As far as customers are concerned, they are very much easy with the adoption of technology in Finance sector but there are areas in finance which have not been adopted by customers electronically as of now and are still in infant stage like Insurance and Online Stock Dealings. Customers believe that E-Finance has facilitated them and has definitely improved the financial sectors on various parameters. It is recommended that financial sector should undertake certain initiatives to educate the population which is still unaware of same since it constitutes a large part, to implement stricter security checks and stringent cyber laws and regulations so as to provide better services and improve financial sector further. This paper helps to understand the challenges associated with E-Finance and customer’s point of view regarding the services since the development of technology in the financial sector and what relevance they find of technology involvement in the financial industry that helps organizations to improve them on various parameters.
Keywords: Challenges of e-finance, Customer perception, E Finance, India, Online banking
THE CHAOTIC COST-PLUS PRICING MODEL
►Vesna D. Jablanovic
In this paper, it is examined one pricing practice often used by oligopolistic firm: cost-plus pricing. Cost-plus pricing refers to the setting of a price equal to average variable cost plus a markup. The pricing of airline tickets illustrates this concept presented in this paper as it is applied in a real-world oligopolistic market. It is important concept because the trend toward the formation of global oligopolies has accelerated as the world’s answer on the current financial crise. The basic aim of this paper is to construct a relatively simple chaotic cost-plus pricing model that is capable of generating stable equilibria, cycles, or chaos.
A key hypothesis of this work is based on the idea that the coefficient, , plays a crucial role in explaining local stability of the oligopolistic firm’s output, where, d – the coefficient of the average variable cost function of the oligopolistic firm, b - the coefficient of the inverse demand function, r - the coefficient of price growth.
Keywords: oligopolistic firm , cost-plus pricing, growth, output, chaos
RURAL INFRASTRUCTURAL DEVELOPMENT AND ECONOMIC GROWTH: A TIME-SERIES EVIDENCE FROM PAKISTAN (1981-2010)
►Rao Ishtiaq Ahmad and Shahnawaz Malik
Main purpose of this study is to find out the role of rural infrastructural development on economic growth of Pakistan. It has been hypothesized that rural infrastructural development has significant positive role for enhancement of economic growth. For the purpose of investigation we utilize such a model which may reflect the steady-state equilibrium differences in a Barro-type framework consisting of Solow type sets of variables and allow conditional convergence. On the basis of time series data set of Pakistan from 1981 to 2010, we employ OLS methodology so as to measure the impact of rural infrastructural development on economic growth of Pakistan. In view of limitations regarding categorization of data on regional basis, we use developmental public expenditures in rural areas as a proxy for rural infrastructural development. After analysis, we are of the view that rural infrastructural development has a positive role for economic growth of Pakistan, however, its role has found to be less significant in comparison to capital and labour as determinants of economic growth.
Keywords: Rural Development, Infrastructure, Economic Growth
WOMEN ENTREPRENUER, CHALLENGES IN BUSINESS DEVELOPMENT AND EMPLOYMENT IN KHAIRPUR MIRS- SINDH-PAKISTAN
►Nadeem Bhatti, Muhammad Aslam Memon, AISHA BASHIR SHAH and Faiz M.Shaikh
This research investigates the entrepreneurship development and employment in Khairpur Mirs. Data were collected from 2000 respondents from Khairpur Mirs and their vicinity. A structural questionnaire was developed for the reliability and validity of the data. It was revealed that Khairpur Mirs is facing unemployment problems like other states of Pakistan. The number of population increases every year but the state government cannot provide jobs to all the citizens. Unemployment gives different negative impact to the state economy in particular and the country economy in general. However, government had taken up various measures to reduce unemployment problems but it increases rather than minimising it. It was further revealed that only 3.13 percent out of total population who got employment in the state private and public sectors. This shows that the total number of employments in the state is very less. The result may be due to various factors but it is clearly concluded that the getting employment in Khairpur Mirs- Sindh-Pakistan is a problematic issue that hinder the growth of state economy.
Keywords: Entrepreneurship, Development, SMEs, Khairpur Mirs
CHALLENGES FACED BY RURAL WOMEN IN DATES PROCESSING INDUSTRY IN KHAIRPUR MIRS
►Najma Noor Phulpoto, AISHA BASHIR SHAH and FAIZ.M.SHAIKH
This study evaluated the economic empowerment potentials of Dried Dates processing by women in rural areas of Khairpur Sindh using a sample of 100 women processors randomly selected from the study area. Data analysis was done using Descriptive statistics, Net Farm Income Model and Data Envelopment Analysis (D.E.A). An average net return of N10, 586.6 was obtainable within a processing cycle. The average pure technical and scale efficiency scores were 80 and 83 percent respectively. The major constraints confronting the processing of Dried Dates include inadequate capital for expansion and lack of processing machines. A significant opportunity exists for empowering rural women through Dried Dates processing.
Keywords: Dates Processing, Women, Khairpur Mirs
CULTURAL CONSEQUENCES OF KAR KARI A CASE STUDY OF JACOBABAD- SINDH-PAKISTAN
►Najma Noor Phulpoto, AISHA BASHIR SHAH and Faiz.M.Shaikh
This research investigates the cultural consequences of Karo Kari. Data were collected from 500 respondents from Jacobabad and their vicinity. A structural questionnaire was developed for the reliability and validity of the data. It was revealed that more than 500 cases of Karo Kari reported from Jacobabad District in their vicinity. It was further revealed that cultural consequences and poor literacy rate are major cause of Karo kari. The biggest challenges which they were facing they were doing all business in house, lack of marketing facilities, Karo Kari criminal activities and they were deprived from the basic rights. The number of women who died of stove burns in the first six months of 1992 was 500 compared to 570 murders that took place at the same time
Keywords: Cultural, Consequences, Karo Kari.