Nancy Vaz - Academia.edu (original) (raw)

Papers by Nancy Vaz

Indian Journal of Marketing, 2008

Indian Public Sector Banks have had the unique experience of being established in a purely compet... more Indian Public Sector Banks have had the unique experience of being established in a purely competitive market under the British rule, then move into a totally controlled non-competitive market after their nationalization, further to slowly move to the mixed era of regulatory-competitive times, and their future which stands to look into the face of a global competition from counterparts which have never but worked in a competitive environment. Exactly after 40 years of their nationalization, all the walls of protection are likely to be shorn off them in 2009. The need has arisen that they equip themselves to face the competition squarely even with their social responsibilities. The economy has depended heavily on them in the past and so would it in the future. In the competitive scene, among various other factors, customer orientation occupies the place of prominence for success. This article delves into the secondary data to evaluate the present customer orientation of Indian Public...

Indian Journal of Finance, 2009

Survival in the context of global competition calls for acceptable performance by the Indian Bank... more Survival in the context of global competition calls for acceptable performance by the Indian Banks. Bank performance is gauged by evaluating financial performance indicators pertaining to their soundness and profitability. While opening of the Indian economy to global Banks, a question to ask would be: How strong and financially viable are the Indian Banks, especially those in the Public Sector, to stand to the ensuing competition? Indian economy has just woken up to a competitive scene after a stupor of almost fifty years where it was leaning more towards a socialistic pattern. This question is important in the light of the fact that Indian Public Sector Banks form the backbone of the economy.

Asian Journal of Innovation and Policy, 2014

Modern education, with special reference to higher education (HE), is far taken out of the tradit... more Modern education, with special reference to higher education (HE), is far taken out of the traditional meaning of education. A number of business features have infiltrated these institutions of HE where students assume the place of a customer. In the present business scenario customer relationship management (CRM) technology assumes an important role in managing customers. Therefore a relevant question would be to know whether educational institutions need to implement this technology to manage their constituent relationships. This paper makes an attempt to evaluate studies on commercial features of a modern educational system and then present the findings of a study conducted to know the relevance of CRM Technology in HE. An evaluation is also made to know the awareness of the concept of CRM among the educators. The findings show that the educators' awareness of CRM strategies is good, of CRM concepts is poor and of practice is average. Further, an overwhelming majority of the respondents felt that CRM is relevant for educational institutions in the present scenario.

Emerging Dynamics of Sustainability in Multinational Enterprises

International Journal of Business Innovation and Research, 2010

This Intensified competition and increased customer power have driven all financial institutions ... more This Intensified competition and increased customer power have driven all financial institutions to pursue a variety of new strategies, all of which are dependent on new ways of understanding and relating to customers. Expansion without deep sophisticated customer intelligence can lead to unprofitable penetration of the wrong markets or the use of ineffective sales and service channels. As a result; customer set rather than product or geography increasingly defines market strategy. Elimination of product and geographic barriers enforces a customer focused strategy requiring data about customer lifestyle, life stage, net worth and personal interests dictate the portfolio of products, channels, level of service and technology infrastructure. The key to developing a multi-dimensional view is by understanding the overall relationship the organization has with the customer. This can be accomplished with the aid of a CRM solution that is easy to use and that accurately tracks all aspects of the relationship so that the customer receives a consistent experience no matter which interaction method he or she chooses. Rewards of CRM are significant in terms of productivity and profitability through Improved Customer loyalty and Satisfaction and reduction in Operating Costs. However, implementing a CRM strategy is challenging. Successful CRM projects require an effective mix of people, process and technology issues. This paper after identifying the customer attributes for CRM, for Indian Public Sector banks, analyzes through OLAP and Data Mining tools to develop effective strategies for step-by-step implementation of CRM to accurately track a holistic perspectives of the customer relationship.

International Journal of Financial Services Management, 2010

This paper compares the efficiency of Indian banking industry over two time periods, 1999-2003 an... more This paper compares the efficiency of Indian banking industry over two time periods, 1999-2003 and 2004-2008. Ownership effects in determining the efficiency are also compared in this paper. A Cobb-Douglas stochastic frontier model is adopted in order to estimate the bank efficiency. The analysis suggests that there is a substantial efficiency improvement in the Indian banking sector during 2004-2008 as compared with 1999-2003. The overall mean efficiency of Indian banks increased to 64% in 2004-2008 as compared to 30% during 1999-2003. In between labour and capital inputs, labour is found to be the dominant input factor in determining the overall banking efficiency. Labour efficiency improved significantly from 74% in 1999-2003 to 98% during 2004-2008. Among three ownership groups, domestic private sector banks are found to be most efficient in generating the banking output measured in terms of total business and total income. The improvements in the Indian banking sector are mainly attributed due to globalisation, deregulation and advances in information technology. Nevertheless, still there is a wide scope for Indian banking industry to improve efficiency further.

Indian Journal of Marketing, 2008

Indian Public Sector Banks have had the unique experience of being established in a purely compet... more Indian Public Sector Banks have had the unique experience of being established in a purely competitive market under the British rule, then move into a totally controlled non-competitive market after their nationalization, further to slowly move to the mixed era of regulatory-competitive times, and their future which stands to look into the face of a global competition from counterparts which have never but worked in a competitive environment. Exactly after 40 years of their nationalization, all the walls of protection are likely to be shorn off them in 2009. The need has arisen that they equip themselves to face the competition squarely even with their social responsibilities. The economy has depended heavily on them in the past and so would it in the future. In the competitive scene, among various other factors, customer orientation occupies the place of prominence for success. This article delves into the secondary data to evaluate the present customer orientation of Indian Public...

Indian Journal of Finance, 2009

Survival in the context of global competition calls for acceptable performance by the Indian Bank... more Survival in the context of global competition calls for acceptable performance by the Indian Banks. Bank performance is gauged by evaluating financial performance indicators pertaining to their soundness and profitability. While opening of the Indian economy to global Banks, a question to ask would be: How strong and financially viable are the Indian Banks, especially those in the Public Sector, to stand to the ensuing competition? Indian economy has just woken up to a competitive scene after a stupor of almost fifty years where it was leaning more towards a socialistic pattern. This question is important in the light of the fact that Indian Public Sector Banks form the backbone of the economy.

Asian Journal of Innovation and Policy, 2014

Modern education, with special reference to higher education (HE), is far taken out of the tradit... more Modern education, with special reference to higher education (HE), is far taken out of the traditional meaning of education. A number of business features have infiltrated these institutions of HE where students assume the place of a customer. In the present business scenario customer relationship management (CRM) technology assumes an important role in managing customers. Therefore a relevant question would be to know whether educational institutions need to implement this technology to manage their constituent relationships. This paper makes an attempt to evaluate studies on commercial features of a modern educational system and then present the findings of a study conducted to know the relevance of CRM Technology in HE. An evaluation is also made to know the awareness of the concept of CRM among the educators. The findings show that the educators' awareness of CRM strategies is good, of CRM concepts is poor and of practice is average. Further, an overwhelming majority of the respondents felt that CRM is relevant for educational institutions in the present scenario.

Emerging Dynamics of Sustainability in Multinational Enterprises

International Journal of Business Innovation and Research, 2010

This Intensified competition and increased customer power have driven all financial institutions ... more This Intensified competition and increased customer power have driven all financial institutions to pursue a variety of new strategies, all of which are dependent on new ways of understanding and relating to customers. Expansion without deep sophisticated customer intelligence can lead to unprofitable penetration of the wrong markets or the use of ineffective sales and service channels. As a result; customer set rather than product or geography increasingly defines market strategy. Elimination of product and geographic barriers enforces a customer focused strategy requiring data about customer lifestyle, life stage, net worth and personal interests dictate the portfolio of products, channels, level of service and technology infrastructure. The key to developing a multi-dimensional view is by understanding the overall relationship the organization has with the customer. This can be accomplished with the aid of a CRM solution that is easy to use and that accurately tracks all aspects of the relationship so that the customer receives a consistent experience no matter which interaction method he or she chooses. Rewards of CRM are significant in terms of productivity and profitability through Improved Customer loyalty and Satisfaction and reduction in Operating Costs. However, implementing a CRM strategy is challenging. Successful CRM projects require an effective mix of people, process and technology issues. This paper after identifying the customer attributes for CRM, for Indian Public Sector banks, analyzes through OLAP and Data Mining tools to develop effective strategies for step-by-step implementation of CRM to accurately track a holistic perspectives of the customer relationship.

International Journal of Financial Services Management, 2010

This paper compares the efficiency of Indian banking industry over two time periods, 1999-2003 an... more This paper compares the efficiency of Indian banking industry over two time periods, 1999-2003 and 2004-2008. Ownership effects in determining the efficiency are also compared in this paper. A Cobb-Douglas stochastic frontier model is adopted in order to estimate the bank efficiency. The analysis suggests that there is a substantial efficiency improvement in the Indian banking sector during 2004-2008 as compared with 1999-2003. The overall mean efficiency of Indian banks increased to 64% in 2004-2008 as compared to 30% during 1999-2003. In between labour and capital inputs, labour is found to be the dominant input factor in determining the overall banking efficiency. Labour efficiency improved significantly from 74% in 1999-2003 to 98% during 2004-2008. Among three ownership groups, domestic private sector banks are found to be most efficient in generating the banking output measured in terms of total business and total income. The improvements in the Indian banking sector are mainly attributed due to globalisation, deregulation and advances in information technology. Nevertheless, still there is a wide scope for Indian banking industry to improve efficiency further.