Volume 5, Issue 4 (III) : October – December 2017
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Volume 5, Issue 4 (III) October - December 2017 International Journal of Research in Management & Social Science Volume 5, Issue 4 (III) : October - December 2017 Chief Patron Mr. Zahirul Alam Ahmed Director, Empyreal Institute of Higher Education. President , Bhramaputra Welfare Organization Editor- In-Chief Dr. Tazyn Rahman Members of Editorial Advisory Board Mr. Nakibur Rahman Dr. Mukesh Saxena Ex. General Manager ( Project ) Pro Vice Chancellor, Bongaigoan Refinery, IOC Ltd, Assam University of Technology and Management, Shillong Dr. Alka Agarwal Dr. Archana A. Ghatule Director, Director, Mewar Institute of Management, Ghaziabad SKN Sinhgad Business School, Pandharpur Prof. (Dr.) Sudhansu Ranjan Mohapatra Prof.(Dr.) Sharad Kumar Goel Dean, Faculty of Law, Director, Sambalpur University, Sambalpur Indirapuram Institute of Higher Studies, Ghaziabad Dr. P. Malyadri Prof. (Dr.) Monoj Kumar Chowdhury Principal, Professor, Department of Business Administration, Government Degree College, Hyderabad Guahati University, Guwahati Prof.(Dr.) Shareef Hoque Prof. (Dr.) Baljeet Singh Hothi Professor, Professor, North South University, Bangladesh Gitarattan International Business School, Delhi Prof.(Dr.) Michael J. Riordan Prof. (Dr.) Badiuddin Ahmed Professor, Professor & Head, Department of Commerce, Sanda University, Jiashan, China Maulana Azad Nationl Urdu University, Hyderabad Prof.(Dr.) James Steve Dr. Anindita Sharma Professor, Dean & Associate Professor, Fresno Pacific University, California, USA Jaipuria School of Business, Indirapuram, Ghaziabad Prof.(Dr.) Chris Wilson Prof. (Dr.) Jose Vargas Hernandez Professor, Research Professor, Curtin University, Singapore University of Guadalajara,Jalisco, México Prof. (Dr.) Amer A. Taqa Prof. (Dr.) Himanshu Pandey Professor, DBS Department, Professor, Department of Mathematics and Statistics University of Mosul, Iraq Gorakhpur University, Gorakhpur Dr. Nurul Fadly Habidin Prof. (Dr.) Agbo Johnson Madaki Faculty of Management and Economics, Faculty, Faculty of Law, Universiti Pendidikan Sultan Idris, Malaysia Catholic University of Eastern Africa, Nairobi, Kenya Dr. Neetu Singh Prof. (Dr.) D. Durga Bhavani HOD, Department of Biotechnology, Professor, Mewar Institute, Vasundhara, Ghaziabad CVR College of Engineering, Hyderabad, Telangana Prof. (Dr.) Shashi Singhal Prof. (Dr.) Aradhna Yadav Professor, Professor, Amity University, Jaipur Krupanidhi School of Management, Bengaluru Prof. (Dr.) Alireza Heidari Prof.(Dr.) Robert Allen Professor, Faculty of Chemistry, Professor California South University, California, USA Carnegie Mellon University, Australia Prof. (Dr.) Badar Alam Iqbal Prof. (Dr.) S. Nallusamy Adjunct Professor, Professor & Dean, Monarch University, Switzerland Dr. M.G.R. Educational & Research Institute, Chennai Dr. Dhananjay Prabhakar Awasarikar Dr. Sarmistha Sarma Associate Professor, Associate Professor, Suryadutta Institute, Pune Institute of Innovation in Technology and Management Dr. Mohammad Younis Dr. Pranjal Sharma Associate Professor, Associate Professor, Department of Management King Abdullah University, Saudi Arabia Mile Stone Institute of Higher Management, Ghaziabad Dr. Kavita Gidwani Dr. Lalata K Pani Associate Professor, Reader, Chanakya Technical Campus, Jaipur Bhadrak Autonomous College, Bhadrak, Odisha Dr. Vijit Chaturvedi Dr. Sunita Dwivedi Associate Professor, Associate Professor, Amity University, Noida Symbosis Center for Management Studies, Noida Dr. Marwan Mustafa Shammot Dr. R. Navaneeth Krishnan Associate Professor, Associate Professor, King Saud University, Saudi Arabia Bharathiyan College of Engg & Tech, Puducherry Dr. Juhab Hussain Dr. Namita Dixit Assistant Professor, Assistant Professor, King Abdulaziz University, Saudi Arabia ITS Institute of Management, Ghaziabad Dr. V. Tulasi Das Mr. Sukhvinder Singh Assistant Professor, Assistant Professor, Acharya Nagarjuna University, Guntur, A.P. Institute of Innovation in Technology & Management Dr. Urmila Yadav Dr. Nidhi Agrawal Assistant Professor, Assistant Professor, Sharda University, Greater Noida Institute of Technology & Science, Ghaziabad Copyright @ 2017 Empyreal Institute of Higher Education, Guwahati All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without prior written permission. Application for permission for other use of copyright material including permission to reproduce extracts in other published works shall be made to the publishers. Full acknowledgment of author, publishers and source must be given. The views expressed in the articles are those of the contributors and not necessarily of the Editorial Board or the Institute. Although every care has been taken to avoid errors or omissions, this publication is being published on the condition and understanding that information given in this journal is merely for reference and must not be taken as having authority of or binding in any way on the authors, editors and publishers, who do not owe any responsibility for any damage or loss to any person, for the result of any action taken on the basis of this work. All disputes are subject to Guwahati jurisdiction only. International Journal of Research in Management & Social Science Volume 5, Issue 4 (III) : October - December 2017 CONTENTS Research Papers STRATEGIC ALIGNMENT AND QUALITY SERVICE OF COMMERCIAL BANKS IN 1 – 11 KAKAMEGA CENTRAL SUB-COUNTY, KENYA Leonard Momos Juma and Kadian Wanyonyi Wanyama CROSS CULTURAL ASSESSMENT OF INNOVATIVE CLIMATE: A COMPARATIVE STUDY 12 – 19 Salvi Rana and Dr. Seema Singh COMPARATIVE STUDY OF FINANCIAL PERFORMANCE OF PRIVATE AND PUBLIC 20 – 23 SECTOR BANKS IN INDIA WITH SPECIAL REFERENCE TO PUNJAB NATIONAL BANK AND HDFC BANK Dr. Rana Zehra Masood REAL ESTATE ASSET MANAGEMENT BY PUBLIC SECTOR BANKS 24 – 32 Tanu Aggarwal and Dr. Priya Solomon PERCEIVED PARENTAL EXPECTATIONS AMONG HIGH SCHOOL STUDENTS 33 – 37 Dr. Sunita Rani and Surabhi Rawat A COMPARATIVE STUDY ON INTERNET UTILIZATION AMONG THE TEACHERS AND 38 – 42 STUDENTS Purushottam A. Petare, Dr. Pratapsinh V. Mohite and Dr. Sandip Rakshit AN ANALYSIS OF PROFITABILITY PERFORMANCE OF RELIANCE INDUSTRIES LIMITED: 43 – 51 A CASE STUDY Dr. Prerna Jain ASSET QUALITY OWES OF PUBLIC SECTOR BANKS IN INDIA 52 – 61 P. Ravishankar and Prof. V. Manickavasagam INFORMATION COMMUNICATION TECHNOLOGY IN UNIVERSITY ADMINISTRATION 62 – 64 Dr. Rahul Kulkarni INVESTMENT BEHAVIOUR OF WORKING WOMEN - A STUDY OF LUDHIANA DISTRICT IN 65 – 70 PUNJAB Dr. Vivek Mittal and Nidhi Aggarwal STUDY OF MOLECULAR INTERACTION IN AQUEOUS 2-MERCAPTOBENZOTHIAZOLE - 71 – 80 CO(II), -NI(II), -CU(II) SOLUTION AT DIFFERENT TEMPERATURES & CONCENTRATIONS A. R. Thakare and G. S. Deshmukh EUTHANASIA: HISTORICAL, SOCIAL, ETHICAL, MEDICAL AND LEGAL PERSPECTIVES 81 – 89 Prof. Syed Mehartaj Begum TRENDS AND PATTERNS OF SAVINGS AND INVESTMENT IN INDIA: AN EMPIRICAL 90 – 96 STUDY OF INDIA (1951-2012) Dr. Sachin Mehta International Journal of Research in Management & Social Science ISSN 2322 - 0899 Volume 5, Issue 4 (III): October - December, 2017 STRATEGIC ALIGNMENT AND QUALITY SERVICE OF COMMERCIAL BANKS IN KAKAMEGA CENTRAL SUB-COUNTY, KENYA Leonard Momos Juma1 and Kadian Wanyonyi Wanyama2 Students1 and Lecturer2, Department of Business Administration and Management Kibabii University, Kenya ABSTRACT Environment in which organizations operate today are divergent and fluid for the organisation to survive. Fierce cut throat competition has compelled organization to devise strategic approaches to counter this competition. Achieving competitive advantage and improving organizational quality service have become the key goal that business firms are struggling to attain. This study therefore sought to investigate the effects of strategic alignment on quality service of Commercial Banks in Kakamega Central Sub-County, Kenya. The study specific objective of the study was to assess the customer relationship management systems on quality service. The study adopted descriptive survey design. The study population comprised of all the licensed commercial banks in Kakamega Central Sub-County, from which a representative sample of 10 commercial banks was drawn. Three (3) senior officers (branch manager, operations manager and customer relations manager) were further drawn from each of the sampled 10 commercial banks to make a total of 30 officers. The main study instrument was a questionnaire which comprised of Likert-type scale questions on the main variables of the study. The data was analyzed using both descriptive and inferential statistics. Hypothesis testing was done by use of regression and correlation analysis. Validity was checked during piloting to ensure all the items in the main study were functioning. Moreover, to ensure validity of instruments, content validity was established pilot testing process was used to test reliability comparing with Cronbach’s Coefficient of which yielded an alpha of 0.933. The findings revealed that customer relationship management system had statistically significant influence on quality service of commercial banks in Kakamega Central Sub-County Kenya and tests for significance also showed that the influence was statistically significant. Findings revealed that 81.3 percent (R2=0.813) of the variance in quality service may be explained by customer relationship management system accounted for 81.3 percent ((r2 = 0. 813). The study recommended that: commercial banks should invest in training employees especially