Journal of the Oriental Institute (ISSN: 0030-5324), 2023
The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a var... more The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a variety of industries, including customer service management. The purpose of this narrative analysis study is to investigate the role of AI in revolutionizing customer service management and its potential future consequences. The research focuses on four major AI integration components in customer service: social media monitoring, voice recognition, speech analytics, chatbots, and self-service portals. This study gives insights into the revolutionary potential of AI in customer service management through rigorous narrative analysis. It delves into the advantages and future possibilities of incorporating AIpowered elements such as customer sentiments, speech analytics, chatbots, and self-service portals. Understanding the growing environment of AI in customer service allows organization to better react to their customers' changing requirements and expectations, eventually improving customer happiness and loyalty in the digital era.
The paper is aimed towards investigating the effect of credit risk and debt coverage on profitabi... more The paper is aimed towards investigating the effect of credit risk and debt coverage on profitability of Indian banks. Factors that affect credit risk and debt coverage have been identified through extent literature. The t-test and regression were used to examine the difference between different sectors of Indian commercial banks and to study the effect of credit risk and debt coverage on banks’ profitability. The results implied that there’s significant difference among select public and private banks. Also, regression analysis indicated that the credit risk and debt coverage indicators was statistically significant to predict the profitability ratios.
International Journal of Professional Business Review
Purpose: The purpose of this paper is to examine the determinants of digital payment continuance... more Purpose: The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success. Theoretical framework: Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention. Design/methodology/approach: Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling. Findings: The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in ...
International Journal of Professional Business Review, 2023
The purpose of this paper is to examine the determinants of digital payment continuance intention... more The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success. Theoretical framework: Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention. Design/methodology/approach: Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling. Findings: The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in explaining the relationship between confirmation and continuance intention towards digital payment. Research, Practical & Social implications: The findings help financial service providers to understand the significance of meeting customer expectation and satisfying their need by enhancing perceived experience and usefulness, leading to favourable attitude towards digital payment and continuance intention. Originality/value: This study was based on MECM and contributing to the limited body of research on continuance intention towards digital payment. Furthermore, the role perceived experience was examined to establish the relationship between confirmation and continuance intention along with other variables like perceived usefulness and satisfaction.
Puri has been serving as the most sought-after destination for the people of Odisha. It is not on... more Puri has been serving as the most sought-after destination for the people of Odisha. It is not only known for the pilgrimage, but also for several other attractions that it offers. Travel to Puri has slumped owing to the chaotic situation triggered by covid-19 pandemic. Complexities related to travel has surged in the last couple of years. Hence, there is a resistance in tourism behavior among the travelers across the world. Tourism as a sector is extremely sensitive to crucial situations like these where travelers' safety becomes utmost important. When possible hazards outweigh the rewards, travelers become less inclined to travel-related routines. In the backdrop of chaos and complexity theory, this study identified and assessed 7 different factors which associate to the likelihood of travel avoidance to local destination Puri during pandemic. Data was collected from 346 residents of Odisha and analyzed to build a model explaining the behavioral intention of travel avoidance. Perceived travel risk, safety concern, personal efficacy, perception and negative impact of COVID-19 are found to be significant contributors to travel avoidance tendencies. The findings also indicating significant contribution of age and family income. As most of the existing literature deals with international tourism, this study will help the research fraternity to explore the changing aspects of local tourism with respect to traveling behavior after multiple waves of COVID-19 pandemic. It will also assist stakeholders to remove the travel barriers and be resilient in preparation in these uncertain times.
Parikalpana : KIIT journal of management, Jun 1, 2022
Considered as one of the chaar-dhaams (holiest four) of India, Puri is famous for being the adobe... more Considered as one of the chaar-dhaams (holiest four) of India, Puri is famous for being the adobe of Lord Jagannath. It is the most visited destination in the state of Odisha. It serves as a getaway spot and a place with highest religious importance for the residents of Odisha. Due to widespread pandemic, lockdowns and outbound restriction, Puri along with its tourism stakeholders have suffered an unprecedented decline in footfall. Travellers have shown travel avoidance behaviour coupled with lack of travel intentions across the globe in the current situations. This study identifies the factors which influence the post-pandemic Puri travel intentions through an empirical approach. An extended TPB model was proposed with predictors like attitude, subject norms, perceived behavioural control and past Puri travel behaviour regressed against the criterion. A statistical data analysis was performed using SPSS on a sample data of 327 respondents to verify the hypothesis. The study will help the tourism partners and collaborators along with Odisha government to devise and implement strategies to attract existing and new travellers of Odisha and re-flourish the sector as a whole. It will also guide researchers of tourism to assess domestic travel with a different perspective in light of pandemic.
Because of mobility restriction, confinement to houses and all business mostly being done online ... more Because of mobility restriction, confinement to houses and all business mostly being done online during extended lockdowns, it has a direct dependence on use of smartphone and similar electronic gadgets. Education, both at colleges as well as high schools was also conducted online and students had convenience and compulsion of using smartphones for this purpose. Sales of smartphones, mostly through online purchase increased substantially. In quarter 2- 2020, the online channel's share of the Indian smartphone market rose to 43%. Smartphone demand witnessed a sharp rise during pandemic. Although, a few consumers preferred the touch and feel of the product at the time of buying the smartphone purchase, there was no such choice, but of compulsion of purchasing from online channels only. Retail market had a chaotic and complex business environment of addressing the issues of those buyers, who had difficulty in paying online. Against this background, the present paper aims to study the complexities related to consumer behaviour with respect to smartphone purchases in Odisha, during such business environment. The factors influencing the online smartphone purchase like accessibility, availability, frequency of purchase, convenience, importance of reviews, urgency of purchase and exchange facilities were regressed against the overall shopping experience and the channel switching behaviour for next smartphone purchase in this study. This study should help us to understand the change in behaviour and adoptability of customer with regards to online smartphone purchase. It gives an insight to the retailers and marketers to evaluate the resilience of online channels. This paper suggests the conceptual model on online shopping behaviour, under forced choice environment.
Journal of Humanities and Social Sciences Research, Sep 15, 2022
Purpose – The purpose of this exploratory study is to identify and
examine the buying motivation... more Purpose – The purpose of this exploratory study is to identify and
examine the buying motivation factors along with socio-demographics
characteristics of smartphone buyers with respect to the retail format
choice i.e. online and offline.
Design/methodology – The study includes responses from 533 individuals
who had purchased smartphone in last one year. Binary logistic regression
is employed to create a predictive model to predict the retail format
choice of consumers based on the demographic and shopping motivation
factors. Other behavioral aspects of smartphone purchase with respect to
both set of customers is established using chi-square analysis.
Findings – The predictive model correctly classified 74.7% respondents
based on retail format choice for smartphone purchase. Price, offers and
discounts, product variety/availability of models, convenience, ease of
product comparison and accessibility are the key motivational factors for
online consumers. In case of offline buyers’ factors like need for touch,
salesperson assistance, after-sales service, trust and reliability are the key
differentiators.
Research limitations/ implications - This study explored various factors
and incorporated them into the predictive model, but there could be
other factors which are yet to be explored. The scope of this study was
limited to one state in India. Similar studies can be conducted across
geographies and other product categories for generalizability.
Practical implications - Retailers and brands may find information
on shopping motives in terms of retail format choice behaviour to be
significant and valuable in developing strategies for channel diversity and
expansion. Hence, this exploratory study can be of great importance from
a marketing, sales and distribution perspective.
Novelty - As scarce literature exists on the prediction of store choice
behaviour, this paper successfully attempts to provide a predictive model
on retail format choice (Online or Offline) for smartphone purchase by
differentiating channel users in Odisha, India.
Journal of the Oriental Institute (ISSN: 0030-5324), 2023
The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a var... more The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a variety of industries, including customer service management. The purpose of this narrative analysis study is to investigate the role of AI in revolutionizing customer service management and its potential future consequences. The research focuses on four major AI integration components in customer service: social media monitoring, voice recognition, speech analytics, chatbots, and self-service portals. This study gives insights into the revolutionary potential of AI in customer service management through rigorous narrative analysis. It delves into the advantages and future possibilities of incorporating AIpowered elements such as customer sentiments, speech analytics, chatbots, and self-service portals. Understanding the growing environment of AI in customer service allows organization to better react to their customers' changing requirements and expectations, eventually improving customer happiness and loyalty in the digital era.
The paper is aimed towards investigating the effect of credit risk and debt coverage on profitabi... more The paper is aimed towards investigating the effect of credit risk and debt coverage on profitability of Indian banks. Factors that affect credit risk and debt coverage have been identified through extent literature. The t-test and regression were used to examine the difference between different sectors of Indian commercial banks and to study the effect of credit risk and debt coverage on banks’ profitability. The results implied that there’s significant difference among select public and private banks. Also, regression analysis indicated that the credit risk and debt coverage indicators was statistically significant to predict the profitability ratios.
International Journal of Professional Business Review
Purpose: The purpose of this paper is to examine the determinants of digital payment continuance... more Purpose: The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success. Theoretical framework: Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention. Design/methodology/approach: Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling. Findings: The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in ...
International Journal of Professional Business Review, 2023
The purpose of this paper is to examine the determinants of digital payment continuance intention... more The purpose of this paper is to examine the determinants of digital payment continuance intention, which is essential for long term success. Theoretical framework: Expectancy confirmation theory developed by Oliver (1980) and then expectancy confirmation model by Bhattacherjee (2001) examined the need of continuance intention. Looking at the significance of digital payment through Mobile phones, Mobile expectation confirmation model and role of perceived experience need to be examined for continuance intention. Design/methodology/approach: Empirical data from 400 Indian users, who had prior experience with digital payment were analysed by using Confirmed factor analysis and structural equation modelling. Findings: The results confirmed that Mobile expectancy confirmation had exploratory power in explaining continuance intention, perceived usefulness, perceived experience and satisfaction of digital payment. Furthermore, perceived experience has moderating role in explaining the relationship between confirmation and continuance intention towards digital payment. Research, Practical & Social implications: The findings help financial service providers to understand the significance of meeting customer expectation and satisfying their need by enhancing perceived experience and usefulness, leading to favourable attitude towards digital payment and continuance intention. Originality/value: This study was based on MECM and contributing to the limited body of research on continuance intention towards digital payment. Furthermore, the role perceived experience was examined to establish the relationship between confirmation and continuance intention along with other variables like perceived usefulness and satisfaction.
Puri has been serving as the most sought-after destination for the people of Odisha. It is not on... more Puri has been serving as the most sought-after destination for the people of Odisha. It is not only known for the pilgrimage, but also for several other attractions that it offers. Travel to Puri has slumped owing to the chaotic situation triggered by covid-19 pandemic. Complexities related to travel has surged in the last couple of years. Hence, there is a resistance in tourism behavior among the travelers across the world. Tourism as a sector is extremely sensitive to crucial situations like these where travelers' safety becomes utmost important. When possible hazards outweigh the rewards, travelers become less inclined to travel-related routines. In the backdrop of chaos and complexity theory, this study identified and assessed 7 different factors which associate to the likelihood of travel avoidance to local destination Puri during pandemic. Data was collected from 346 residents of Odisha and analyzed to build a model explaining the behavioral intention of travel avoidance. Perceived travel risk, safety concern, personal efficacy, perception and negative impact of COVID-19 are found to be significant contributors to travel avoidance tendencies. The findings also indicating significant contribution of age and family income. As most of the existing literature deals with international tourism, this study will help the research fraternity to explore the changing aspects of local tourism with respect to traveling behavior after multiple waves of COVID-19 pandemic. It will also assist stakeholders to remove the travel barriers and be resilient in preparation in these uncertain times.
Parikalpana : KIIT journal of management, Jun 1, 2022
Considered as one of the chaar-dhaams (holiest four) of India, Puri is famous for being the adobe... more Considered as one of the chaar-dhaams (holiest four) of India, Puri is famous for being the adobe of Lord Jagannath. It is the most visited destination in the state of Odisha. It serves as a getaway spot and a place with highest religious importance for the residents of Odisha. Due to widespread pandemic, lockdowns and outbound restriction, Puri along with its tourism stakeholders have suffered an unprecedented decline in footfall. Travellers have shown travel avoidance behaviour coupled with lack of travel intentions across the globe in the current situations. This study identifies the factors which influence the post-pandemic Puri travel intentions through an empirical approach. An extended TPB model was proposed with predictors like attitude, subject norms, perceived behavioural control and past Puri travel behaviour regressed against the criterion. A statistical data analysis was performed using SPSS on a sample data of 327 respondents to verify the hypothesis. The study will help the tourism partners and collaborators along with Odisha government to devise and implement strategies to attract existing and new travellers of Odisha and re-flourish the sector as a whole. It will also guide researchers of tourism to assess domestic travel with a different perspective in light of pandemic.
Because of mobility restriction, confinement to houses and all business mostly being done online ... more Because of mobility restriction, confinement to houses and all business mostly being done online during extended lockdowns, it has a direct dependence on use of smartphone and similar electronic gadgets. Education, both at colleges as well as high schools was also conducted online and students had convenience and compulsion of using smartphones for this purpose. Sales of smartphones, mostly through online purchase increased substantially. In quarter 2- 2020, the online channel's share of the Indian smartphone market rose to 43%. Smartphone demand witnessed a sharp rise during pandemic. Although, a few consumers preferred the touch and feel of the product at the time of buying the smartphone purchase, there was no such choice, but of compulsion of purchasing from online channels only. Retail market had a chaotic and complex business environment of addressing the issues of those buyers, who had difficulty in paying online. Against this background, the present paper aims to study the complexities related to consumer behaviour with respect to smartphone purchases in Odisha, during such business environment. The factors influencing the online smartphone purchase like accessibility, availability, frequency of purchase, convenience, importance of reviews, urgency of purchase and exchange facilities were regressed against the overall shopping experience and the channel switching behaviour for next smartphone purchase in this study. This study should help us to understand the change in behaviour and adoptability of customer with regards to online smartphone purchase. It gives an insight to the retailers and marketers to evaluate the resilience of online channels. This paper suggests the conceptual model on online shopping behaviour, under forced choice environment.
Journal of Humanities and Social Sciences Research, Sep 15, 2022
Purpose – The purpose of this exploratory study is to identify and
examine the buying motivation... more Purpose – The purpose of this exploratory study is to identify and
examine the buying motivation factors along with socio-demographics
characteristics of smartphone buyers with respect to the retail format
choice i.e. online and offline.
Design/methodology – The study includes responses from 533 individuals
who had purchased smartphone in last one year. Binary logistic regression
is employed to create a predictive model to predict the retail format
choice of consumers based on the demographic and shopping motivation
factors. Other behavioral aspects of smartphone purchase with respect to
both set of customers is established using chi-square analysis.
Findings – The predictive model correctly classified 74.7% respondents
based on retail format choice for smartphone purchase. Price, offers and
discounts, product variety/availability of models, convenience, ease of
product comparison and accessibility are the key motivational factors for
online consumers. In case of offline buyers’ factors like need for touch,
salesperson assistance, after-sales service, trust and reliability are the key
differentiators.
Research limitations/ implications - This study explored various factors
and incorporated them into the predictive model, but there could be
other factors which are yet to be explored. The scope of this study was
limited to one state in India. Similar studies can be conducted across
geographies and other product categories for generalizability.
Practical implications - Retailers and brands may find information
on shopping motives in terms of retail format choice behaviour to be
significant and valuable in developing strategies for channel diversity and
expansion. Hence, this exploratory study can be of great importance from
a marketing, sales and distribution perspective.
Novelty - As scarce literature exists on the prediction of store choice
behaviour, this paper successfully attempts to provide a predictive model
on retail format choice (Online or Offline) for smartphone purchase by
differentiating channel users in Odisha, India.
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Papers by Lingam Naveen
examine the buying motivation factors along with socio-demographics
characteristics of smartphone buyers with respect to the retail format
choice i.e. online and offline.
Design/methodology – The study includes responses from 533 individuals
who had purchased smartphone in last one year. Binary logistic regression
is employed to create a predictive model to predict the retail format
choice of consumers based on the demographic and shopping motivation
factors. Other behavioral aspects of smartphone purchase with respect to
both set of customers is established using chi-square analysis.
Findings – The predictive model correctly classified 74.7% respondents
based on retail format choice for smartphone purchase. Price, offers and
discounts, product variety/availability of models, convenience, ease of
product comparison and accessibility are the key motivational factors for
online consumers. In case of offline buyers’ factors like need for touch,
salesperson assistance, after-sales service, trust and reliability are the key
differentiators.
Research limitations/ implications - This study explored various factors
and incorporated them into the predictive model, but there could be
other factors which are yet to be explored. The scope of this study was
limited to one state in India. Similar studies can be conducted across
geographies and other product categories for generalizability.
Practical implications - Retailers and brands may find information
on shopping motives in terms of retail format choice behaviour to be
significant and valuable in developing strategies for channel diversity and
expansion. Hence, this exploratory study can be of great importance from
a marketing, sales and distribution perspective.
Novelty - As scarce literature exists on the prediction of store choice
behaviour, this paper successfully attempts to provide a predictive model
on retail format choice (Online or Offline) for smartphone purchase by
differentiating channel users in Odisha, India.
examine the buying motivation factors along with socio-demographics
characteristics of smartphone buyers with respect to the retail format
choice i.e. online and offline.
Design/methodology – The study includes responses from 533 individuals
who had purchased smartphone in last one year. Binary logistic regression
is employed to create a predictive model to predict the retail format
choice of consumers based on the demographic and shopping motivation
factors. Other behavioral aspects of smartphone purchase with respect to
both set of customers is established using chi-square analysis.
Findings – The predictive model correctly classified 74.7% respondents
based on retail format choice for smartphone purchase. Price, offers and
discounts, product variety/availability of models, convenience, ease of
product comparison and accessibility are the key motivational factors for
online consumers. In case of offline buyers’ factors like need for touch,
salesperson assistance, after-sales service, trust and reliability are the key
differentiators.
Research limitations/ implications - This study explored various factors
and incorporated them into the predictive model, but there could be
other factors which are yet to be explored. The scope of this study was
limited to one state in India. Similar studies can be conducted across
geographies and other product categories for generalizability.
Practical implications - Retailers and brands may find information
on shopping motives in terms of retail format choice behaviour to be
significant and valuable in developing strategies for channel diversity and
expansion. Hence, this exploratory study can be of great importance from
a marketing, sales and distribution perspective.
Novelty - As scarce literature exists on the prediction of store choice
behaviour, this paper successfully attempts to provide a predictive model
on retail format choice (Online or Offline) for smartphone purchase by
differentiating channel users in Odisha, India.