A structural compendium on service quality and customer satisfaction: A survey of banks in India

ABSTRACT

The core aim of the research is to measure and analyze the quality of services offered by the top three public- and private-sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 600 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Chi-square tests and t-tests. All the public-sector banks chosen for the study lead in the satisfaction index over the private-sector banks by demonstrating differences in the dimensions of credibility, influence, and geographic spread. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the quality of bank services in India.     

Diabetic peripheral neuropathy: resource utilization and burden of illness

Introduction:

Diabetic peripheral neuropathy (DPN) is a debilitating complication of diabetes and accounts for significant morbidity by pre-disposing the foot to ulceration and lower extremity amputation. Using a large US commercial claims database, this study analyzes the drug class usage and co-morbidities associated with DPN as well as estimates the associated economic burden.

Methods:

Patients older than 18 and diagnosed with DPN were followed longitudinally for 2 years pre- and post-diagnosis date. Patients were analyzed for age, gender, hospital visits, ER and doctor’s office visits, pharmacy claims, co-morbidities, and drug classes prescribed pre- and post-DPN diagnosis. The economic impact post-diagnosis of DPN was compared to the patients’ pre-diagnosis resource use.

Results:

In total, 10,982 incident DPN patients were identified, with a median age of 61 years, and an equal gender distribution. Post-DPN diagnosis, there was a 20% increase in the number of patients visiting hospitals and a 46% increase in the number of visits to hospitals. Further, there was a 46% increase in the annual cost per patient associated with visits to the hospitals, emergency room (ER), doctor’s office, and pharmacy claims. As per the analysis presented in this study, increase in the number of visits, cost per visit, and number of patients visiting hospitals, ER and doctor’s offices added up to a 46% increase in aggregated cost associated with Medical Resource Utilization (MRU) owing to DPN, with the highest increase (60%) in costs associated with hospitalization of patients with DPN.

Conclusion:

This study highlights the high economic burden associated with DPN. The results indicate that resource use significantly increases post-diagnosis of DPN, which leads to an increase in costs for payers. A noticeable proportion of patients with DPN had a pain co-diagnosis signifying the need for treatments that can effectively manage painful DPN.     

Managing innovation in an emerging sector: the case of marine-based nutraceuticals

Biotechnology is turning a traditionally low-tech industry (food) into a high-tech industry (functional food/nutraceuticals). There is a real need to enhance managerial understanding by clarifying the nature of innovation processes in the functional food industry, including the role of research and development (R&D) and collaboration. The present investigation focuses on a particular segment of the functional food industry, viz. marine-based nutraceuticals. We find that various hurdles thwart the fullest realization of the business potential of marine bio-actives in the pharmaceutical space. However, the innovation of commercially viable marine-based nutraceuticals/cosmeceuticals is yet possible if the extraction route for supply is a feasible fallback option, should industrial-scale synthesis prove elusive. Effectiveness in innovation is facilitated by the collaboration of various disciplines including epidemiology, traditional/folkloric medicine, aquaculture/fermentation, natural products chemistry, toxicology, and relevant strands of medical, pharmacological, and clinical research. In this regard, the inter-disciplinary field of ethno-pharmacology rises to prominence. Universities and government research institutes may be well positioned to drive such collaboration and reap the benefits from problem definition in addition to problem solving. Toward this end, the findings from the present study are integrated into a phased approach toward the innovation of commercially viable marine-based nutraceuticals that is targeted at entrepreneurs in this field.     

Survival and Failure of Small Businesses Arising Through Government Privatization: Insights from Two New Zealand Firms*

Redundancies of personnel arising from the corporatization and even subsequent privatization/closure of several federal departments have contributed to the number of small businesses in New Zealand, a phenomenon that will likely be mirrored at least partially as other nations progressively liberalize their economies. Small businesses with such origins would appear to be especially prone to failure in a progressively liberalized trading environment; their precursors in the parent government departments or agencies would have been cocooned from immediate market conditions through budgetary allocations and a lack of competition. However, the scholarly literature on the behaviour of such small businesses is scant. Accordingly, we report the findings from a comparative investigation of two businesses that arose in the wake of the failure/closure of a corporatized federal service agency in New Zealand; one of the two businesses was much more successful than the other. Our major finding is that a small firm with such origins is likely to survive to the extent it avoids becoming complacent and being ‘stuck in the mud’ of the legacy of the failed federal parent. A predictor of such ability is the timing of small business formation: a small business that is formed by members who depart from the dying federal parent organization when the latter's closure is apparent, is more likely to survive than a business whose formation is precipitated by the demise of the federal parent and whose members remain in the parent organization until its formal closure.     

Value-chain innovation in aquaculture: insights from a New Zealand case study

We report a case study of value-chain innovation in a niche, export-oriented aquaculture industry, namely, Chinook/King salmon, that contrasts with the much more common Atlantic/Norwegian salmon. The firm in question is vertically integrated, thus offering a 'cradle-to-grave' vista of innovation that spans 'production' (i.e. farming), processing, marketing, and distribution. A major finding is the need for a delicate balance between the relative expenditures on production research and developmental research in integrated aquaculture firms, especially those that focus on niche species. Interaction effects between the two research strands complicate the trade-off: production research adds value at the fish farm by lowering the unit cost of production – and in turn facilitates new product development as it is easier to add value to a lower-cost product than a higher-cost product. From the case study findings, we synthesize a process model of value-chain innovation that is applicable for integrated aquaculture firms. We also induce several implications for the management of Research & Development and innovation in such firms.