Search

Search Results

• Enhancing Customer Experience in Car Servicing: Insights from Indian Markets

  113-123

  Prabhu Mannadhan

  Madan Mohan G

  Views:

  112

  This descriptive research has attempted to assess customers' satisfaction with services offered by car servicing firms in India. The researcher administered a structured questionnaire to 300 company customers, selected using the Systematic Random Sampling technique. Data collected were analyzed using SPSS, applying the analytical tools of Frequency, Percentage, Mean, factor analysis, cluster analysis, Chi-square and Correspondence Analysis. Results of the study have revealed that the caring nature of servicing staff, the quality of services and service personnel, and the convenience and comfort offered to customers have been identified as the most important factors affecting customer satisfaction. 

• Exploring the Role of Emotions and Moods in Decision Making: Study on the Use of Structured Decision Approach and Intuition

  140-149

  Sehar Zulfiqar

  A. Islam

  Views:

  380

  Emotions and moods can play a significant role in the decision making. The present paper contest this point by providing evidence on the two important approaches used in decision making that is structured decision approach and intuition. For this purpose data was gathered from 150 respondents in two different groups. Chi square test, independent sample t-test and logistic regression analysis were used to test the hypothesis. The results of the study reveal that individuals with positive and negative mood state vary significantly in their use of structured decision approach and intuition. The individuals with negative mood state are more likely to use all steps of structured decision approach as compared to the individuals in the positive mood state. The results of the study further reveal that the individual’s emotional state significantly predicted the use of structured approach and intuition in decision making.