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This paper deals with the concept of service quality and has demonstrated the model of service qu... more This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure customers' gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in internet banking at Indian commercial banks. The research questions are utilized to measure the gap between expectation and satisfaction levels of customers about quality of internet banking. For this purpose a questionnaire with five-point Likert scale is applied to measure customers expectation as well as satisfaction. Data was obtained from 102 respondents and analyzed using SPSS 12 software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of customers. For practitioners, it is worth noting that customers are exclusively concerned with the "Sufficient menu for transaction"," Variety of services read...
Asian Journal of Research in Business Economics and Management, 2012
Currently, with the growing demands of profitability and efficiency, especially with the emergenc... more Currently, with the growing demands of profitability and efficiency, especially with the emergence of the new information technology (IT), it is essential to know the impact of new technologies on bank's performances. Consequently, an empirical analysis was conducted from a panel data of two public banks for the period 1998–2009 to examine impact of IT investments on profitability and productivity of Indian public sector banks. For this purpose, the study used two statistical tools in terms of correlation and regression analysis. The results indicates that investments on IT contributed to increase amount of deposits and return on assets (ROA) as profitability, profit per employees as productivity indicator and decrease the Net NPA ratio and staff cost. Finally, the study showed that public banks tried to adopt cost reduction and assets quality strategies to compete in the Indian bank market.
This paper deals with the concept of service quality and has demonstrated the model of service qu... more This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure customers‟ gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in internet banking at Indian commercial banks. The research questions are utilized to measure the gap between expectation and satisfaction levels of customers about quality of internet banking. For this purpose a questionnaire with five-point Likert scale is applied to measure customers expectation as well as satisfaction. Data was obtained from 102 respondents and analyzed using SPSS 12 software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of customers. For practitioners, it is worth noting that customers are exclusively concerned with the "Sufficient menu for transaction"," Variety of services readily ...
This paper deals with the concept of service quality and has demonstrated the model of service qu... more This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure tourists' gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in Mysore. The research questions are utilized to measure the gap between expectation and satisfaction levels of tourists about Mysore. For this purpose a questionnaire with five-point Likert scale is applied to measure customer satisfaction. Data was obtained from 100 respondents and analyzed using SPSS software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of tourists. For practitioners, it is worth noting that International tourists are exclusively concerned with the value for money services, while Indian tourists regard security and safety, as important factors for them to stay or revisit Mysore. The paper contain...
Information Systems Research, 1990
Letters to shareholders in 649 annual reports published between 1972 and 1987 were analyzed for C... more Letters to shareholders in 649 annual reports published between 1972 and 1987 were analyzed for CEOs' views about information technology. Significant differences were found across industries—banking, publishing, petroleum, and retailing—in the number of times information technology was mentioned, the types of applications discussed, and the content of the discussion. The results of the industry analysis were in keeping with expectations based on the relative information intensity of the various industries. An analysis of the letters over time suggests that the position of IT in the firm, at least as seen by the CEO, was not much different in 1987 than it had been in 1982, but has expanded considerably from its position in 1972 and 1973. Reassuringly, we also found that the number of IT related phrases in the CEOs' letters to the shareholders was positively correlated with the firm's yearly net profits as a percentage of sales. A lagged analysis on profitability data could not, however, resolve the competi...
This study, based on the belief–attitude–performance chain, uses Davis’s technology acceptance mo... more This study, based on the belief–attitude–performance chain, uses Davis’s technology acceptance model (TAM) to identify the factors that lead employees to support or resist the introduction of information technology (IT). Survey data collected from 60 employees were used to examine the role of employee attitude towards IT to create competitive advantage at Indian public sector banks. For this purpose Technology Acceptance Model (TAM) was considered to assess employees’ perceived usefulness and satisfaction towards IT. A questionnaire with five-point Likert scale is distributed to respondents and analyzed, using SPSS 16 software by employing correlation and stepwise regression analysis. Results indicate that that employees are exclusively concerned with ‘Information sharing’, ‘Participation and empowerment’, ‘Timeliness’ ‘Relevance’, ‘Reliability’ and ‘Accessibility’, as important factors for them to apply IT. The paper contains relevant material to the banking industry, implications ...
This paper deals with the concept of service quality and has demonstrated the model of service qu... more This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure customers' gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in internet banking at Indian commercial banks. The research questions are utilized to measure the gap between expectation and satisfaction levels of customers about quality of internet banking. For this purpose a questionnaire with five-point Likert scale is applied to measure customers expectation as well as satisfaction. Data was obtained from 102 respondents and analyzed using SPSS 12 software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of customers. For practitioners, it is worth noting that customers are exclusively concerned with the "Sufficient menu for transaction"," Variety of services read...
Asian Journal of Research in Business Economics and Management, 2012
Currently, with the growing demands of profitability and efficiency, especially with the emergenc... more Currently, with the growing demands of profitability and efficiency, especially with the emergence of the new information technology (IT), it is essential to know the impact of new technologies on bank's performances. Consequently, an empirical analysis was conducted from a panel data of two public banks for the period 1998–2009 to examine impact of IT investments on profitability and productivity of Indian public sector banks. For this purpose, the study used two statistical tools in terms of correlation and regression analysis. The results indicates that investments on IT contributed to increase amount of deposits and return on assets (ROA) as profitability, profit per employees as productivity indicator and decrease the Net NPA ratio and staff cost. Finally, the study showed that public banks tried to adopt cost reduction and assets quality strategies to compete in the Indian bank market.
This paper deals with the concept of service quality and has demonstrated the model of service qu... more This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure customers‟ gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in internet banking at Indian commercial banks. The research questions are utilized to measure the gap between expectation and satisfaction levels of customers about quality of internet banking. For this purpose a questionnaire with five-point Likert scale is applied to measure customers expectation as well as satisfaction. Data was obtained from 102 respondents and analyzed using SPSS 12 software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of customers. For practitioners, it is worth noting that customers are exclusively concerned with the "Sufficient menu for transaction"," Variety of services readily ...
This paper deals with the concept of service quality and has demonstrated the model of service qu... more This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure tourists' gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in Mysore. The research questions are utilized to measure the gap between expectation and satisfaction levels of tourists about Mysore. For this purpose a questionnaire with five-point Likert scale is applied to measure customer satisfaction. Data was obtained from 100 respondents and analyzed using SPSS software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of tourists. For practitioners, it is worth noting that International tourists are exclusively concerned with the value for money services, while Indian tourists regard security and safety, as important factors for them to stay or revisit Mysore. The paper contain...
Information Systems Research, 1990
Letters to shareholders in 649 annual reports published between 1972 and 1987 were analyzed for C... more Letters to shareholders in 649 annual reports published between 1972 and 1987 were analyzed for CEOs' views about information technology. Significant differences were found across industries—banking, publishing, petroleum, and retailing—in the number of times information technology was mentioned, the types of applications discussed, and the content of the discussion. The results of the industry analysis were in keeping with expectations based on the relative information intensity of the various industries. An analysis of the letters over time suggests that the position of IT in the firm, at least as seen by the CEO, was not much different in 1987 than it had been in 1982, but has expanded considerably from its position in 1972 and 1973. Reassuringly, we also found that the number of IT related phrases in the CEOs' letters to the shareholders was positively correlated with the firm's yearly net profits as a percentage of sales. A lagged analysis on profitability data could not, however, resolve the competi...
This study, based on the belief–attitude–performance chain, uses Davis’s technology acceptance mo... more This study, based on the belief–attitude–performance chain, uses Davis’s technology acceptance model (TAM) to identify the factors that lead employees to support or resist the introduction of information technology (IT). Survey data collected from 60 employees were used to examine the role of employee attitude towards IT to create competitive advantage at Indian public sector banks. For this purpose Technology Acceptance Model (TAM) was considered to assess employees’ perceived usefulness and satisfaction towards IT. A questionnaire with five-point Likert scale is distributed to respondents and analyzed, using SPSS 16 software by employing correlation and stepwise regression analysis. Results indicate that that employees are exclusively concerned with ‘Information sharing’, ‘Participation and empowerment’, ‘Timeliness’ ‘Relevance’, ‘Reliability’ and ‘Accessibility’, as important factors for them to apply IT. The paper contains relevant material to the banking industry, implications ...