Purpose - The current study is aimed at identifying the prominent influencers that affect the response behaviour of patients in a hospital environment. Design/methodology/approach - The research is based on the data collected through the participant observation method while interviewing patients...

Purpose: The purpose of this paper is to report the findings of a study undertaken to understand customer satisfaction and customer retention in business-to-consumer markets. The study investigates the effect of personnel capability and customer satisfaction on customer retention in the banking...

Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and...

To meet the increasing demand for Shariah Compliant Investment Avenues in equity markets, number of Islamic Indices have been launched worldover. As on today there are hundreds of Shariah Compliant Indices launched in different countries. Dow Jones and FTSE Global were the first to launch the...