IOSR-JBM   Volume-1 ~ Issue-5 ~ Jul-Aug-2012

Paper Type	:	Research Paper
Title	:	Customer Satisfaction: A Comparison of Public and Private Banks Of Pakistan
Country	:	Pakistan
Authors	:	Waqar ul Haq || Bakhtiar Muhammad
	:	10.9790/487X-0150105

Abstract: The purpose of conducting this research is to compare public and private sector banks of Pakistan by evaluating their customer satisfaction. This research is mainly based on primary data which has been collected through a well-structured questionnaire (adapted from three different studies). The questionnaire has been distributed to 351 different respondents on different chosen locations. This paper makes a useful contribution as there are very low number of studies has been conducted in Pakistan on such areas like price, technology, reliability, customer service, location and infrastructure. This research shows that customer satisfaction varies from person to person and, bank managers need to conduct more researches in order to evaluate customer satisfaction more strongly.
Keywords: Customer satisfaction, customer services, technology, reliability

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Paper Type	:	Research Paper
Title	:	Social Marketing: A Classic Case of Sustainability Model by Hindustan Unilever Ltd.
Country	:	India
Authors	:	Laxhminarayan Das
	:	10.9790/487X-0150608

Abstract: Growing consumer and increasing income growing of consumer opens many avenues for modern marketers to serve consumers. Market and society are the two sides of a single coin. To develop the society, marketers have a greater role of sustainability. While manufacturing new product for the consumer group, companies should take every precaution and necessary steps to protect the interest of the consumers as well as safeguard the consumer's priorities. A better and sustainable earth is also the concern for Govt. as well as many companies of the globe, who are using resources of earth like water, minerals, trees etc for further processing of their products. This paper focus on several steps initiated by HUL for their forthcoming as well as current products, where company plans to launch many eco-friendly products which save mother earth as well as protect consumer from any hazards.
Keywords: Sustainability, HUL, Consumer, Market. Social Marketing

 www.unilever.com/sustainble-living
 www.hul.co.in
 www.wikipedia.com
 HUL Bets on innovations to Reach Sustainable goal, The Economics Time, 25th April 2012

Paper Type	:	Research Paper
Title	:	An Empirical Study of Servqual as a Tool for Service Quality Measurement
Country	:	Chittagong
Authors	:	Sabrina Tazreen
	:	10.9790/487X-0150919

Abstract: To survive and excel in today's competitive market organizations must realize the significance of customer-oriented business philosophies and quality management approaches in managing the business. Customers are becoming more aware of their requirements. Their expectations and perceptions are continually evolving making it more difficult for the service providers to measure and manage services effectively and efficiently. Implementation of total quality in the service industry is comparatively more complex and difficult due to the fact that quality of services cannot be defined objectively. Additionally, service industry by nature has less control over factors which affect quality. Very few methods are considered to be effective measurement tools for services so far while a number of methods have been introduced and practiced for measuring the quality of physical goods. This paper attempts to highlight the implication of SERVQUAL, one of the widely accepted methods for measuring service quality. The SERVQUAL methodology is briefly demonstrated by a small survey conducted on a randomly selected bunch of customers regarding the service quality provided by a particular commercial bank. The paper concludes with some recommendations regarding further research topics related to service quality measurement.

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