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Article
Publication date: 12 August 2022

Abhijeet Biswas

The purpose of this study is to augment the perceived service quality (PSQ) dimensions as well as evaluate the effects of pandemic susceptibility and severity by appending…

Abstract

Purpose

The purpose of this study is to augment the perceived service quality (PSQ) dimensions as well as evaluate the effects of pandemic susceptibility and severity by appending crucial enablers of customer satisfaction (CS) in the restaurant industry (RI).

Design/methodology/approach

The top 10 restaurants from Mumbai and Kolkata were selected based on the Conde Nast Traveller Magazine List, 2020. The study used a cross-sectional design to collect responses from 840 respondents across the two major metropolitans of India after the second wave of COVID-19 by employing a structured questionnaire. The proffered hypotheses in this study were validated using factor analysis and structural equation modelling (SEM) techniques.

Findings

This research espies pivotal facilitators of CS and customers' perceived value (CPV). The results divulge that food quality (FQ) and tangibility dimensions markedly enhance CS while the FQ and digital technologies (DT) dimensions augment CPV in Indian restaurants. The study asserts that CPV acts as a partial mediator between FQ and DT on the one hand and CS on the other. In addition, perceived pandemic susceptibility (PPSU) and perceived pandemic severity (PPSE) moderate the association between CPV and CS in restaurants.

Research limitations/implications

This study exemplifies the critical enablers of CS and CPV that may invigorate restaurant owners, managers and policymakers to prioritize the identified dimensions to aggrandize CS and CPV quotients.

Originality/value

The study enriches the literature by assimilating DT and CPV dimensions in a comprehensive theoretical framework. The research is unique in attempting to unfurl the moderating effects of PPSU and PPSE in the RI.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 22 September 2021

Abhijeet Biswas and Rohit Kumar Verma

The intent to start an entrepreneurial venture is predisposed by certain personality traits. The study aims to analyze the impact of various identified personality traits…

Abstract

Purpose

The intent to start an entrepreneurial venture is predisposed by certain personality traits. The study aims to analyze the impact of various identified personality traits and entrepreneurial education on entrepreneurial intentions of management students.

Design/methodology/approach

The data for the study were gathered from 440 students of top 5 management institutes in India. The study used a cross-sectional design and structured questionnaire based on seven-point Likert scale and was administered employing a purposive sampling method. Structural equation modeling (SEM) was utilized to validate posited hypotheses in the study.

Findings

The study discerns that apart from agreeableness dimension of personality traits, all remaining identified dimensions along with entrepreneurial education had a significant influence on entrepreneurial intentions of management students with need for achievement emerging as the most important enabler. Conscientiousness was the major dimension among big five personality traits bearing a positive influence, while neuroticism registered a negative impact on entrepreneurial intentions. In addition, results bespeak that entrepreneurial education partially mediates the effect of need for achievement, locus of control and innovativeness on entrepreneurial intentions.

Research limitations/implications

The compendious model proffered in the study might be helpful for students, educators, consultants, financial institutions and policymakers in appreciating the gravity of underlying personality traits.

Originality/value

There is a dearth of research on big five personality traits and entrepreneurial education as enablers of entrepreneurial intentions. The study attempts to integrate big five personality traits model with dimensions of need for achievement, locus of control, innovativeness and entrepreneurial education for management students in India.

Details

Benchmarking: An International Journal, vol. 29 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 1 March 2022

Abhijeet Biswas

The burgeoning population has an adverse impact on the employability prospects in the emerging economies and has triggered entrepreneurial activities to steer this…

Abstract

Purpose

The burgeoning population has an adverse impact on the employability prospects in the emerging economies and has triggered entrepreneurial activities to steer this predicament. The purpose of this study is to explicate the major entrepreneurial competencies that drive firm competitiveness.

Design/methodology/approach

Three industrial estates were selected from the two major industrial districts of eastern Uttar Pradesh, India. The study used a cross-sectional design and responses from micro, small and medium enterprises (MSME) entrepreneurs were collected by employing a structured questionnaire. Structural equation modeling was applied to empirically validate the proposed hypotheses in the study.

Findings

The study discerns the enablers of firm competitiveness and pursuit of excellence. The results reveal that the need for achievement and locus of control competencies strikingly augment firm competitiveness while risk-taking capability and innovativeness competencies aggrandize pursuit of excellence competency. The study further adduces that pursuit of excellence partially mediates between the liaison of risk-taking capability and innovativeness on the one end and firm competitiveness on the other.

Research limitations/implications

The study demonstrates the compelling determinants of firm competitiveness and pursuit of excellence that might embolden training institutes and banks to emphasize the identified competencies for enhancing firm competitiveness and advancing loans.

Originality/value

There is a paucity of literature on “pursuit of excellence” and “firm competitiveness” regarding the MSME sector in India. Therefore, the study contributes to the literature by synthesizing these constructs in an epigrammatic conceptual model. The study is distinctive because it is one of the rare studies to explore the mediating effects of the pursuit of excellence entrepreneurial competency.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 30 August 2021

Abhijeet Biswas, Deepak Jaiswal and Rishi Kant

Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient…

Abstract

Purpose

Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient to remain competitive. This study aims to illuminate determinants of CS and customer trust (CT) and their denouement in Indian retail banking.

Design/methodology/approach

The top six Indian private sector banks were selected hinged on market capitalization. A total of 460 responses from retail bank customers were gathered using a structured questionnaire. Direct and indirect relationships were analyzed with mediation and moderation by using structural equation modeling.

Findings

The study identifies determinants of CS and CT. The results manifest that perceived service innovation (PSI) and bank reputation (BR) considerably aggrandize CS and CT. Furthermore, CS strikingly magnifies customer loyalty (CL). The study also posits that CT partially mediates between the nexus of PSI and BR on the one side and CS on the other. Moreover, perceived risk moderates the association between CS and loyalty.

Research limitations/implications

The study demonstrates indispensable drivers of CS, CT and CL which may encourage bank professionals to hold on to their customers and enhance profitability.

Originality/value

Here is a dearth of literature on PSI and BR in the Indian banking industry. Thus, the study supplements literature by assimilating these constructs through a compendious conceptual model. The study is distinct as it evaluates mediating effects of CT in unfurling complexities of relationships among the underlying constructs.

Article
Publication date: 17 December 2021

Abhijeet Biswas

The meddling of foreign players into the Indian hotel industry has triggered fervent competitiveness, and therefore, consumers' attitude, intention and behavior have been…

Abstract

Purpose

The meddling of foreign players into the Indian hotel industry has triggered fervent competitiveness, and therefore, consumers' attitude, intention and behavior have been the epicenter of all activities. This study endeavors to explicate enablers of online hotel booking intention (OHBI) in the Indian hospitality industry.

Design/methodology/approach

The study examined OHBI of 560 travelers during the first wave of COVID-19 pandemic in India using structural equation modeling and an extended technology acceptance model. Direct and indirect associations were explored using mediation and moderation.

Findings

The results manifest that hotel website credibility, perceived website interactivity and perceived ease of use (PEU) aggrandize perceived usefulness (PU), which, in turn, considerably magnifies travelers' OHBI. PEU and PU partially mediate the relationship in the model. Into the bargain, service affordability reinforces the relationship, while perceived pandemic risk enfeebles the relationship between PU and OHBI.

Research limitations/implications

The study unfurls pressing determinants of PEU, PU and OHBI that may facilitate hoteliers to lure travelers and enhance profitability.

Originality/value

There is a paucity of literature on “hotel website credibility” and “perceived pandemic risk” in the hospitality industry. Hence, the study enriches literature by assimilating underlying constructs through an epigrammatic conceptual model. The study is distinctive because it unearths the possibilities of mediation and moderation amongst the aforementioned constructs and posits the calamitous effects of the COVID-19 pandemic on the tourism and hospitality sector.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 6 November 2020

Deepak Jaiswal, Vikrant Kaushal, Pankaj Kumar Singh and Abhijeet Biswas

In the present era of green consumerism, consumers are shifting towards sustainable consumption with the rising demand of green products. Despite consumers' demand of such…

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Abstract

Purpose

In the present era of green consumerism, consumers are shifting towards sustainable consumption with the rising demand of green products. Despite consumers' demand of such products, their attitudes towards eco-friendly practices can neither be the same for different consumer groups nor can be treated as they all are equally green. The purpose of this study is to operationalize the green market segmentation based on demographic, psychographic and behavioural characterization in the Indian context of green consumerism.

Design/methodology/approach

The deductive approach of questionnaire survey method has been adapted to collect the responses from convenience sampling of Indian consumers using the measured constructs concerning to green consumer psychology. The data were analyzed by applying multivariate techniques of confirmatory factor analysis (CFA), cluster and discriminant analysis.

Findings

The results revealed that the three distinctive set of consumer groups are evolved as “keen greens”, “moderate greens” and “reluctant greens” based on the eight cognitive variables used in this study, namely environmental concern (EC), perceived environmental knowledge (PEK), perceived consumer effectiveness (PCE), perception of eco-label, perception of eco-brand and environmental advertisements, green purchase intention (GPI) and green purchasing behaviour (GPB) in the Indian context.

Research limitations/implications

The research findings may lack its generalizability in the Indian context, as the survey strategy is confined with the most populated territory of India. To provide its robustness, the future studies need more heterogeneous sample across the country. The research findings could provide the key insights into policymakers and enterprises in the framing of marketing strategies to promote green consumerism in the setting of emerging economies.

Originality/value

There is dearth of literature concerning to green consumer segmentation based on the “attitude–intention–behaviour” approach in the Indian context. Therefore, the present study endeavours to manifest a holistic description of green consumer classification based on demographic, psychographic and behavioural characterization. At Prima facie, the study is the first that elucidates consumers' segments profile by incorporating environmental cognitive factors from both the perspectives; “consumers” inner stimuli' and “external green marketing cues”, especially in the indigenous Indian setting.

Details

Benchmarking: An International Journal, vol. 28 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 2 December 2021

Deepak Jaiswal, Bhagwan Singh, Rishi Kant and Abhijeet Biswas

Consumers are becoming increasingly concerned about ecological degradation and are getting conscious of the potential advantages that environmental sustainability can…

Abstract

Purpose

Consumers are becoming increasingly concerned about ecological degradation and are getting conscious of the potential advantages that environmental sustainability can offer, which is also driving them towards the consumption of green products. In view of this, the purpose of this study is to operationalize and test the conceptual model of green purchasing behaviour by incorporating consumers’ perception towards green marketing stimuli including eco-label, eco-brand and environmental advertisements with perceived environmental knowledge in an emerging sustainable market.

Design/methodology/approach

The proposed model is based on an integrative and cognitive approach to consumers’ environmental beliefs-behaviour relationship. The 549 valid responses were received from selected metropolitan regions of India and analysed by direct path coefficients along with a bootstrapping method for testing indirect effects.

Findings

The results revealed that perception of eco-label and environmental advertisements had a positive influence on green purchasing behaviour, however, the direct relationships of eco-brand and environmental knowledge were not supported in the model. While environmental advertisements and environmental knowledge posed an indirect influence on green purchasing to some extent.

Research limitations/implications

The generalizability of the findings needs to augment an extensive approach of a cross-sectional survey. Theoretical, managerial and policy implications were recommended to promote green products towards sustainable consumption.

Originality/value

The operationalization of green purchasing behaviour using marketing stimuli has remained scant in the Indian setting. The insights gained from this study contributes to the knowledge domain of green consumer psychology in the backdrop of an emerging market.

Details

Society and Business Review, vol. 17 no. 1
Type: Research Article
ISSN: 1746-5680

Keywords

Article
Publication date: 15 July 2021

Abhijeet Biswas, Deepak Jaiswal and Rishi Kant

Permeation of private sector banks has triggered intense competitiveness in the Indian banking sector; therefore, customer satisfaction has become the epicenter of all…

Abstract

Purpose

Permeation of private sector banks has triggered intense competitiveness in the Indian banking sector; therefore, customer satisfaction has become the epicenter of all activities. The study seeks to explicate the antecedents and reverberation of customer satisfaction in the Indian retail banking sector.

Design/methodology/approach

Top six Indian private sector banks were selected based on market capitalization. Cross-sectional data from 460 retail bank customers were collected by employing a structured questionnaire and evaluated wielding structural equation modeling.

Findings

The study discerns seven antecedents of customer satisfaction, namely tangibility, reliability, empathy, responsiveness, assurance, perceived service innovation and bank reputation. The results unveil that assurance, bank reputation and perceived service innovation significantly escalate customer satisfaction, which further markedly accentuates customer loyalty. However, tangibility was the only dimension bearing an insignificant relationship. In addition, both perceived trust and perceived risk significantly moderate the association between customer satisfaction and customer loyalty in the model.

Research limitations/implications

Incorporation of merely private sector banks and considering cosmopolitans restraints generalization of findings to some extent. The study bespeaks essential determinants of customer satisfaction that might succor bank professionals to retain customers and ameliorate profitability.

Originality/value

There is a paucity of literature on “perceived service innovation” and “bank reputation” in the Indian banking scenario. Therefore, the study augments the literature by integrating aforesaid important constituents along with other antecedents and reverberation. Moreover, the study uses theoretical lens to anchor its hypotheses through a comprehensive conceptual model in the backdrop of Indian retail banking.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

Book part
Publication date: 25 May 2022

Bappaditya Biswas and Abhijeet Bag

It is a well-known fact that economic development and rise in the volume of trade due to globalization have led to more production which has further led to the increase in…

Abstract

It is a well-known fact that economic development and rise in the volume of trade due to globalization have led to more production which has further led to the increase in the emission of carbon dioxide in the environment. Under the backdrop, the aim of this chapter is to examine the relationships among per capita CO2 emissions as the proxy for exploitation of the environment with international trade and per capita GDP in India. It analyzed cointegration and short-run causal relationships between the variables based on a time series data set for the period of 1979–2018. The data found to be stationary at first integration; hence the researchers ran cointegration. The study found that the carbon emissions are an outcome of economic growth and more and more trade with the foreign countries.

Details

Globalization, Income Distribution and Sustainable Development
Type: Book
ISBN: 978-1-80117-870-9

Keywords

Content available
Book part
Publication date: 3 June 2021

Abstract

Details

Productivity Growth in the Manufacturing Sector
Type: Book
ISBN: 978-1-80071-094-8

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