Service Quality
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A Study on Customer Perception towards Chatbot-unable CustomerServices: An Empirical Study of Service Effectiveness andSatisfaction
Abstract: Chatbots have become an integral part of digital customer service strategies across banking, e-commerce, telecommunications, and hospitality. While organizations increasingly adopt AI-based conversational agents to reduce cost and improve responsiveness, the ultimate success of such systems depends on how customers perceive and accept them. This study examines customer perception towards chatbot-based customer services, with specific objectives of analyzing customer satisfaction, evaluating the effectiveness of chatbots in improving customer experience, and …
Published in NOLEGEIN Journal of Global Marketing · Vol. 9, Issue 2, 2026 Read article
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Service Quality and Its Impact on Customer Satisfaction: A Study of Select Supermarkets in Mysuru City
Abstract: The retail sector in India has expanded rapidly with the growth of organized formats such as supermarkets, which now compete strongly with traditional Kirana stores by offering variety, convenience, and an organized shopping environment. Service quality has emerged as a decisive factor in customer satisfaction and store loyalty within this competitive landscape. This study examines the service quality offered by select supermarkets in Mysuru city and its influence on customer …
Published in NOLEGEIN Journal of Global Marketing · Vol. 9, Issue 2, 2026 Read article
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Assessing the Role of India Post Payments Bank in Promoting Financial Inclusion: A Study on Customer Satisfaction
Abstract: Financial inclusion remains a critical objective in India’s economic development agenda, particularly in extending formal banking services to rural and underserved populations. India Post Payments Bank (IPPB), launched in 2018 under the Department of Posts, represents a unique institutional model that combines digital banking with an extensive postal network to enhance financial accessibility. This study assesses the role of IPPB in promoting financial inclusion, with a specific focus on customer …
Published in NOLEGEIN Journal of Business Risk Management · Vol. 9, Issue 1, 2026 Read article
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Customer Experience Management as a Competitive Advantage in Service Industries: A Study with Reference to the Retail Sector
Abstract: Customer Experience Management (CEM) has increasingly become a pivotal source of competitive advantage in service industries, particularly in the retail sector, where product differentiation is minimal and price-based competition is easily replicable. In such an environment, the overall experience perceived by customers across multiple touchpoints plays a decisive role in shaping brand preference, loyalty, and long-term profitability. This empirical study examines the role of Customer Experience Management as a strategic …
Published in NOLEGEIN Journal of Organizational Behavior Management · Vol. 9, Issue 1, 2026 · pp. 15–19 Read article
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Service Quality and the Impact of its Dimensions on Higher Education: A Review
Abstract: A country’s quest for excellence in higher education requires it to identify the demands and expectations of its customers. Service quality has been identified as one such demand. Thus, the purpose of the current study is to develop an understanding of the need for service quality in higher education and benchmark those dimensions on which the measure of service quality rests. The study depicts their search gaps of service quality …
Published in NOLEGEIN Journal of Operations Research & Management · Vol. 2, Issue 2, 2019 · pp. 14–19 Read article
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A Study with Reference to Private Banks in Ghaziabad
Abstract: Banks are very important financial service sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world and service quality in banking sector is the most important criteria and asset for evaluating and satisfying customers customer's and thereby increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal …
Published in NOLEGEIN Journal of Business Ethics, Ethos & CSR · Vol. 2, Issue 1, 2019 · pp. 6–9 Read article
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Investigating Service Quality in Banking Sector Using Servqual Model
Abstract: This research was based on a survey conducted through the use of questionnaire. The research is based upon primary and secondary data both. The primary data was collected through a questionnaire designed exclusively for the study. The questionnaire was designed to collect information about demographic profile of the respondents such as age, gender, education and family monthly income. In addition to this various questions related to the knowledge and experience …
Published in NOLEGEIN Journal of Consumer Behavior & Market Research · Vol. 2, Issue 1, 2019 · pp. 1–17 Read article