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Accounting & Marketing

ISSN: 2168-9601

Open Access

Current Issue

Volume 10, Issue 5 (2021)

    Research Pages: 1 - 5

    Does Word of Mouth Enthuse Customer Satisfaction? A Casual Dining Restaurant Perspective

    Nainan Nawaz

    Customer satisfaction occurs when a customer's perceived value exceeds the expected value of a service. Word of mouth has been generally observed and investigated after customer satisfaction; however, this research intended to investigate the impact of word of mouth on customer satisfaction. To achieve this objective, a conceptual framework was proposed along with service quality. The survey research was used. The targeted population was the customers of the casual dining restaurants. A sample of 200 was selected, and the data was collected from the customers in the restaurants. For the data analysis, regression analysis was done. The reliability test was run to ensure the instrument's reliability; the validity of the instrument was checked through correlation. Findings showed word of mouth's impact in making customers satisfied. The study concluded with related implications and design guidelines to enhance customer satisfaction through word of mouth and service quality. That will help the management of casual dining restaurants to improve customer satisfaction by providing them good service quality and creating word of mouth.

    Research Pages: 1 - 5

    Tax Payers?? Perception towards tax complexity and tax efficiency in Ethiopia; the Case of Non-Incorporated Category ??A? Business Profit Tax Payers in Gondar Town

    Edilawit Gebregiorgies

    The objective of this study is to assess how the Gondar town taxpayers perceive the existing tax system in relation to tax complexity and tax efficiency. A survey using self-administered questionnaire has been used to collect the primary data. The survey included 285 respondents among business profit taxpayers in Gondar, Ethiopia but just 268 copies are received. In order to achieve the objective of the study, both descriptive and inferential statistics have been applied. The collected data are described using mean and standard deviation. And also, two hypotheses are developed and tested using one sample t-test. The study reveals that, taxpayers perceive that, the existing tax system is too complicated, complex and tedious in procedural complications. And the tax system is economically inefficient because, the current Ethiopian tax system isn’t attractive for foreign investors to invest their money in Ethiopia. Finally the researcher concludes that, the Ethiopian tax system is complex and economically inefficient from tax payers’ point of view. Based on conclusions drawn the researcher recommends that, the tax authority in particular and government in general shall try to empower the tax payers with knowledge and changing their perception through sustainable awareness creation programs.

    Expert Review Pages: 1 - 3

    Role of Accountancy in the Country Economy

    Iqbal shaukat

    Accounting is an art summarized the transaction between the two persons Book keeping and accounts which was adopted by money lender and gold smith during the Roman EmpireWith the passage of time need of accounting increased because it is very essentially the persons. During the expansion of population, the need of book keeping and accounting increased. When the business converted in to form of entities the need of accounting and booking keeping realized. After the academia method of education was adopted in eighteen centuries the accounts subject was included in the curriculum of academia and university education. In the nineteen century industrial revolution came various part of world in Asia and Europe. During the eighteen century various multinational was established. The accountancy and book keeping became the respectable profession. In this age when we are living in industrial age accounting system is more effective.

    Editorial Pages: 1 - 1

    Essentials of E-Retailing

    John Kling

    The e-retailing(less frequently; e-Retailing, e-Tailing, etc.) is that the concept of selling of retail goods using electronic media, especially , the web . The vocabulary electronic retailing, that utilized in internet discussions as early as 1995, the term seems an almost in evitable addition to e-mail, e-business and e-commerce, etc. e-retailing is synonymous with business- to- consumer (B2C) transaction model of e-commerce. Although e-retailing is an independent business model with certain specific constituents like; trust model, electronic transaction process, etc, but actually it's a subset of e- commerce naturally .

     

    Research Pages: 1 - 4

    Indirect effect of knowledge hiding in the relationship between abusive supervision and employee creativity

    Muhammad Awais*, Amna Manzoor and Sajid Imran

    Employee creativity has been treated as essential for organization’s survival and competition the term refers to the generation of novel and useful ideas regarding products, practices, services or procedures in workplace. The purpose of this paper is to investigate the relationship between abusive supervision and employee creativity. The authors tested the hypotheses with a Simple random sampling technique was used. 222 questionnaires distributed among the service sector of Sargodha, Pakistan. Abusive supervision is negatively related to employee creativity and fully mediate by knowledge hiding. In addition, the positive relationship between abusive supervision and knowledge hiding. This study will be helpful to managers in managing abusive supervision by employee knowledge hide at work, and also increase and promote the knowledge sharing climate in organization. This study examines the mediating role of knowledge hiding in the relationship between abusive supervision and employee creativity in the lens of Social exchange theory.

    Volume 10, Issue 8 (2021)

      Review Pages: 1 - 6

      The Role of Business Management with historical and global perspective

      Iqbal Shaukat*

      Business management is the integral part of our corporate world. Success full business can be run only with the help of business management. In the early age man doing the business for earning and necessity. With the passage of time the man regularized the all the trade. In eighteen century many business institutes came in being. In 1819the first business came in to being in France. In USA the Hass Business School came into being in 1898 in university of California and Watson school came in to being in Pennsylvania USA 1898. The Harvard University established started master’s program and establish research center regarding the Business management studies in 1908. In 1916 university of Chicago started the Doctorate (PHD) program. Many multinationals was established during the eighteen century. For example Nestle, Lever Brothers, City, Colgate, and Barclay The role of business is very important in various ways. We can make planning with the Tool of master, increment, Capital budget. With the practice business management. With the help of practice of business management we can scan the idea easily and development of product according to need of time period. With the best practice of business management we can run every system effectively which is introduced in market for the innovation and development such as ERPS. We can conduct the SWOT analysis in which we can analyze the strength and weakness with the help of business management. We can analyze the market situation with the best practice of business management.

      Case Series Pages: 1 - 9

      Impact of Public Works Programmes: A Strategy for Poverty Alleviation in India

      Seenivasan R*

      Poverty alleviation has been an overarching goal of India’s development efforts since its Independence. In pursuing this objective, the planning process in the country has devised several interventions, often successful but sometimes overlapping. The Government of India, deeply concerned with widespread poverty, has implemented several anti-poverty schemes. These schemes have given thrust on creating adequate livelihood opportunities for the marginalised segments of the population, provisioning of public services and goods for improving standard and quality of life, strengthening of institutions and delivery mechanisms to empower the poor and targeted development of backward regions through resource transfers and supportive policy measures. To ensure inclusive growth, the emphasis on having a more desirable composition of gross domestic product (GDP) growth by targeting an average 4 per cent per annum growth in AgGDP has found favour with the policy makers in the country’s Eleventh Five Year Plan (Government of India, 2007-12). Though there has been a significant decline in the incidence of poverty at the national level in India, there are several concerns that take away the shine from this Accomplishment. In spite of significant reduction in poverty, India is home to about 315 million poor people, 74 per cent of them residing in the rural areas. Further, the concentration of poverty is more rampant in landless agricultural labour households and marginal farm households which account for more than 50 per cent of the total poor in India. Therefore, the needs and aspirations of these vulnerable groups must be taken care of to ensure inclusive growth in agriculture. Most of the studies conducted so far are focused on the aggregate rural and urban poverty and the dynamics of poverty among farming households and agricultural labour households has not been studied much. In this backdrop, this paper examines the trends in poverty rates among farming and agricultural labour households; their linkages with agricultural growth, and possibilities of achieving targeted growth in agriculture.


      Research Pages: 1 - 10

      Financial Performance Analysis through CAMEL Rating: A Comparative Study of Selected Private Commercial Banks in Ethiopia

      Edilawit Gebregiorgies*

      This study was focused on the area of financial performance analysis of commercial banks by using CAMEL approach in Ethiopian banking industry. The study was conducted on six senior private Ethiopian commercial banks over the period 2010-2014 by collecting data from their annual reports from year 2010 to 2014 and thereby ranked the overall financial performance of the respective banks based on CAMEL model and this study also aimed to investigate the inter connection between CAMEL ratios with profitability, late and early establishment of banks.. The study used quantitative approach from the three methods of conducting business and social research. The finding of this study indicated that, UNB, NIB, and BOA held from 1st to 3rd of the rank based on CAMEL model overall performance. NIB was on top position with capital adequacy ratio parameter, while DAB got lowest rank. Under the asset quality parameter, UNB held the top rank while AIB held the lowest rank. Under management efficiency parameter the top rank has been taken by AIB& BOA and jointly and the lowest rank has been held by WEB. In terms of earning quality parameter, NIB got the top rank and BOA held the second rank & WEB held the third rank. DAB got the last rank. Under the liquidity parameter NIB stood first and DAB held the lowest.

      Volume 10, Issue 3 (2021)

        Commentary Pages: 1 - 7

        Impact of Customer Service Techniques on Customer Satisfaction in Retail Bank

        Damis F Kamna*

        DOI: 10.37421/2168-9601.2021.10.316

        The study sought to assess the impact of customer care delivery on customer satisfaction in retail banks. The specific objectives of this study are to examine 1. The impact of customer care delivery the quality of service, effectiveness, complaint handling and interpersonal relationship on customer satisfaction. 2. Examine the mediating role of interpersonal relationships between quality of service, effectiveness, complaint handling and customer satisfaction. The study uses quantitative approach with total of 395 questionnaires was collected from retail bank personnel. The result was analyzed using Structural Equation Modeling. The results of the study indicate that customer care delivery factors significantly impact customer satisfaction. Also, has an impact on Tanzania retail banking sector. In contrast, complaint handling does not impact customer satisfaction for Tanzania retail banks and interpersonal relationship does not have mediating effect on complaint handling and customer satisfaction. However, this study focuses on Tanzania retail banks but the study offers wide knowledge to banking professionals globally so as to improve and widen the scope of quality of customer services delivery for purpose of satisfying customer needs and demands in banking sector.

        Commentary Pages: 1 - 2

        Marketing strategies in Latin America in this Pandemic

        Marisa Medero*

        DOI: 10.37421/2168-9601.2021.10.317

        The study sought to assess the impact of customer care delivery on customer satisfaction in retail banks. The specific objectives of this study are to examine 1. The impact of customer care delivery the quality of service, effectiveness, complaint handling and interpersonal relationship on customer satisfaction. 2. Examine the mediating role of interpersonal relationships between quality of service, effectiveness, complaint handling and customer satisfaction. The study uses quantitative approach with total of 395 questionnaires was collected from retail bank personnel. The result was analyzed using Structural Equation Modeling. The results of the study indicate that customer care delivery factors significantly impact customer satisfaction. Also, has an impact on Tanzania retail banking sector. In contrast, complaint handling does not impact customer satisfaction for Tanzania retail banks and interpersonal relationship does not have mediating effect on complaint handling and customer satisfaction. However, this study focuses on Tanzania retail banks but the study offers wide knowledge to banking professionals globally so as to improve and widen the scope of quality of customer services delivery for purpose of satisfying customer needs and demands in banking sector.

        Mini Review Pages: 1 - 2

        Factors Influencing the Choice of Herbal Products

        Suresh Kumar V

        Various factors are influencing the selection and buying decisions of consumers. Need recognition, promotional offers, and store physical facilities are some of the essential factors. The consumer’s preference is purely based on the taste and preference. This type of behaviour is called selective attention. In this study, Convenient sampling (Non-Random sampling) method was adopted. Six hundred and five consumers were chosen. The findings of the study are consumer behaviour, which includes customers demand, assessment, liking, deed, consumption information, happiness, and so on is being experimented by the researchers various factors are influencing the selection and buying decisions of consumers.

        Review Pages: 1 - 5

        The Impact of Advertisement, Price and Brand Endorser on Consumer Brand Switching- A Study on Cosmetic Products: Evidence from Pakistan

        Tanveer Bagh, Ubaid Aslam and Syed Jawad Hasnain

        In today’s fierce competition media landscape where it’s very challenging to shape consumers attitude and intentions and move them to next level of buying process, advertisers find it even more difficult and challenging to break through the clutter of competing advertisement. The advertising industry has experienced dynamic changes over the last several decades. The changes have been good in terms of Technology advancement, Medium and more methods to attract consumers and on Creativity. This study represents how creativity impacted advertising, also understanding the value of creativity in advertising through the review of various literatures. The importance of creativity factor in advertising has got wide recognition by many researchers, practitioner, but there is a miss of true & systematic research to define advertising creativity and how it relates to ad effectiveness. The review study discusses some campaigns that have left their strong impression on consumers. The presented review study tries to come up with some evidence of creativity by reviewing expert views, past literature in advertising, studied advertising campaign and marketing activities. The study discusses different forum on how creativity works, and what makes an ad to travel good or poorly. It summarized the value of creativity in advertising through Expert interviews, published material and related secondary data to understand the logic.

        Research Pages: 1 - 8

        Understanding How Cooperatives Use Financial Reports to Make Decisions. Evidence from Agricultural Cooperatives in Rwanda

        Niyonzima Theogene*, Gisanabagabo Sebuhuzu, Butera Edison, Musabyimana R William, Murindwa K Daniel, Hakizimana Phanuel, Kanyamihigo K Jean Paul, Masengesho Esther Josiane, Habimana G Samuel and kadondi victoria

        DOI: 10.37421/2168-9601.2021.10.319

        Cooperatives entities have a great contribution in socioeconomic development of nations, whether developing and developed countries. The National vision 2050 cooperatives are expected to contribute immensely. At regional level, cooperatives have been included in strategies to achieve Africa Agenda 2063. Internationally, cooperatives are among strategies to achieve the global agenda 2023 through the Sustainable Development Goals (SDGs- 2030)(MINICOM, 2018).

        Cooperatives activities contributed directly to achievement of some SDGs such as SDG 1: end poverty in all its forms everywhere especially help in enhancing resilience and production capacity, and better distribution of income among citizens. SDG-2: End hunger, achieve food security and improve nutrition and promote sustainable agriculture where 48% of registered cooperatives are distributed in the agricultural activities which are farming, livestock and fishing activities. They also contribute to SDG-5: Achieve gender equality and empower all women and girls. In this line cooperative entities are promoting members economic participation and provide basic framework for the economic and social empowerment of women and girls. SDG-8: Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all. In this perspective cooperatives are considered as primary production entities which are to procure economic production in terms of diversification, processing, technological upgrading and innovation. This is job creation and value chains enhancement, then contribute to economic growth of respective nations.SDG-12: Ensure sustainable consumption and production patterns where cooperatives contribute to production activities such as agriculture activities (MINICOM, 2018).

        Volume 10, Issue 4 (2021)

          Research Pages: 1 - 17

          Hellenic Winery: The prospects for growth through new management and marketing strategies and the potential for permeation into international markets: The case of ??Ktima Gerovassiliou Winery?? as a typical example of the new era

          Nikolaos Kartalis and Georgakoudis Ioannis

          Some Hellenic wineries have succeeded, after a concerted effort during the last decade, to create quality products and the infrastructure to gain recognition of
          international markets. They set aside the traditionally cheap wine which was offered for decades, and they have focused on quality wine that highlights the particular
          characteristics and varieties of the Greek land. They are constantly awarded in major international competitions for their quality, authenticity and diversity.
          In 2009, for the first time in the history, Greek winemaking sector developed a strategic marketing plan so as Greek wine to acquire its own unique identity that will
          make it recognizable internationally. It also identified the target countries to which export efforts should focus. Greek wine prevails in the Greek market with rates above
          90% but exports are stagnating in volume. It is encouraging though that there is a remarkable growth in the value of exports. Therefore, there are large margins of
          development for an economic activity that is estimated to consist of about 1200 wineries, 180.000 growers and thousands of executives and employees. Among the
          pioneers of the new era, the ‘Gerovassiliou Winery’ shows the way for the development of an industry that is active in an extremely competitive environment and in an
          economy experiencing a significant recession in recent years. Extroversion is the keyword for Hellenic wineries, which at the same time should maintain their dominant
          position on the Greek market against imported wines.
          Examination and analysis of the domestic and international market conditions and trends of marketing are key elements for defining the management strategies that
          should be followed from wineries and the selection of an appropriate marketing mix. This is important for the growth of such companies, which by increasing their
          profitability and creating new jobs will simultaneously help the Greek economy in the recovery effort.

          Research Pages: 1 - 5

          Forerunners and outcomes of brand loyalty: A study of young consumers in Pakistan

          Aleem Raza*, Sumbal Butt and Muhammad Asif

          DOI: 10.37421/2168-9601.2021.10.321

          The objective of this study was to propose and empirically examine a consolidative conceptual model which tests the effect of perceived quality, brand awareness, perceived value and brand uniqueness on brand loyalty and the effect of brand loyalty on positive WOM. The study adopted a quantitative methodology involving data collection through structured questionnaire from 410 young consumers of national brands by adopting convenience sampling technique. Structured Equation Modelling was used to analyse the data through AMOS 24. The empirical results support the predictions of this study. The findings revealed that perceived quality, brand awareness, perceived value and brand uniqueness have positive relationship with brand loyalty. Moreover, brand loyalty was positively related to the positive WOM. The current study makes its significant contribution to the field of brand management by investigating effect of four dimensions of brand equity on brand loyalty. In addition, the study provides new insights to literature and practice by investigating the effect of brand loyalty on positive WOM. The findings of this study will help brand managers and marketers to identify the appropriate and effective strategies to establish and improve the consumer brand loyalty.

          Editorial Pages: 1 - 1

          Rating Scale Definition

          John Kling*

          DOI: 10.37421/2168-9601.2021.10.322

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          Research Pages: 1 - 7

          A study of the determinants of Effective Relationship Marketing Practices on Organisational Growth in the Medium Sized Hotel Industry of Pakistan

          Umair Zahid, Rizwan Tariq, Nosheen Maqbool, Mudasir Hussain, Junaid Khan and Patrice Seuwou

          The current study evaluates the determinants of effective relationship marketing (RM) practices on the organisational growth in the medium sized hotel industry of Pakistan. To attain the information about the topic, Hotel Days Inn has been selected. The current study has used the quantitative research design for obtaining the desired information. The developed survey questionnaire was distributed among the 273 customers of the Hotel Days Inn. In the study, a series of non-parametric tests like Chi-square, Descriptive analysis, and Spearman Rank Correlation was performed for quantitative findings.With the help of such statistical findings, it was observed that most of the research variables were taken into consideration due to their positive relationship with the organisational growth. That is, the Spearman correlation value for the customer satisfaction and organisational growth was calculated as 0.968 explaining the strong relation between the research variables. The developed research also displays different determinants for RM practices that has a direct influence on the organisational growth of the medium sized hotel industry of Pakistan.The acquired results of research also help the researcher in developing recommendations. These recommendations were based on the targeting practices of the hotels for attracting the customers and hiring of the trained and skilled staff that can positively influence the organisational growth and improve the RM practices.

          Hypothesis Pages: 1 - 5

          Prediction of Bank Indonesia Interest Rates By Analyzing Inflation Rate in Indonesia From 2003 �?? 2016

          Dodi Irwan Siregar

          Inflation is a tendency to increase the price level continuously, which can affect individuals, businesses, and government, while the amount of capital goods demanded (investment) is highly dependent on the interest rate (interest) as a measure of the cost of funds used to finance the investment. That is why if interest rates are high, then investment or projects are less compared to when interest rates are low. This study uses simple linear regression analysis to predict and predict changes in the value of certain variables when other variables change. Correlation is one of the statistical analysis techniques used to find the relationship of how strong the relationship between one variable with other variables that are quantitative. By using a linearity test where f count > f tabel is 26.70046 > 3.885 Then, Ho is rejected. This means that a simple linear regression analysis can be used to predict Bank Indonesia interest rate fluctuations by analyzing the inflation rate in Indonesia. Obtained a simple linear regression equation is Y = 4.4292 + 0.479694X, the relationship of the independent variables and the dependent variable above is 0.830618 with the relationship is superior correlation, the scale ranges from 0.76 to 1.00. ie where t count > t table = 5.1672 > 2.179, then Ho is rejected, meaning that there is a large (significant) influence between the BI interest rate on the inflation rate in Indonesia, the higher the BI interest rate, the greater the inflation in the State of Indonesia.

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