Vol. 2 Issue 1 July 2012
A RESEARCH JOURNAL OF BIMTECH STUDENTS
TATTVA is a forum for BIMTECH students to bring to light the outcomes of their journey of discovery into the issues on which they have been cogitating - whether the issues are in marketing, finance, world business, retail management, insurance or sustainability or livelihood or microfinance. It is aspirational in intent, striving for rigour and has something of importance or an insight to share. In short, it is a platform for full fledged researchers-in-themaking. We have christened it TATTVA, meaning essence or the most vital ingredient. Welcome to TATTVA - a Research Journal of BIMTECH Students!
We at BIMTECH are very happy to place before you the second volume of TATTVA containing six research articles written by our 2011-13 batches of students as part of their Summer Projects. In our effort to improve and increase the research content of summer projects we have explored and engaged students on how to: • Collect secondary and primary data with minimum bias • Expand the scope of a student project to make it relevant and stimulating to academics • Analyse data with appropriate statistical tools • Unearth the hidden motives of respondents as buyers, workers, executives or channel members • Design experiments to increase validity and reliability of the study On going through the reports we do realise that there are enough scope of improvement in Literature Review and References sections of report writing. These will be improved in our next attempt. A venture like TATTVA can not see the light of the day without the active participation of motivated students, cooperation of faculty guides and project guides in the corporate sector who have mentored our students and given quality inputs to them. We hope you will appreciate the dedicated efforts put in by our students under the guidance of industry and faculty mentors. Your feedback will undoubtedly work as a motivator to all of us. Dr. A. K. Dey Professor Supply Chain & Operations Management Centre for Business Management July 2012
Air India: Identifying Service Quality Gaps and Positioning through SERVQUAL and Perception Mapping Annie Mattoo, Charu Saxena, Lakshmi Ninan A study of knowledge management practices and organizational citizenship behaviour in NTPC Tijo Eldho George Factors which influence customer’s purchase decision: A case study on Planet Sports (Future Group) Heerak Acharya, Tanwi Varma Why do indian women buy facial skincare wet wipes? Stuti Arora Motivational factors for purchase of menswear apparel brands in India Ashish Makwana Evaluating the policy structure and claim settlement techniques of index based rainfall insurance scheme A Case study on Self Employed Womens’ Association (SEWA), Gujarat Vijay Dwibhashi 1 17 29
Air India: Identifying Service Quality Gaps and Positioning through SERVQUAL and Perception Mapping Abstract
Annie Mattoo* Charu Saxena* Lakshmi Ninan*
In a connected and globalised world civil aviation is a catalyst for economic development and trade. The domestic sector of Indian civil aviation is also witnessing a boom. The market is dominated by six players: Air India, Jet Airways, Kingfisher, Spice Jet, Indigo and Go Air. Service quality is one of the most important determinants which affect the competitiveness in the aviation industry. In spite of being the largest carrier with longest standing and support of the government, the market share of Air India is behind Kingfisher and Jet Airways. This study attempts to uncover the reasons for Air India’s lack lustre performance by measuring the service quality and comparing with other five airlines by creating perception maps of travellers and travel agents. A total of 100 Air India passengers; 100 fliers of other five airlines and 23 travel agents were involved in this study. SERVQUAL model identified that for Air India...
References: Evaluating the policy structure and claim settlement techniques of index base rainfall insurance scheme
Sidharth Sinha, (2007)
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