Volume 6, Issue 9(3), September 2017 International Journal of Multidisciplinary Educational Research
Published by Sucharitha Publications 48-12-3/7, Flat No: 302, Alekya Residency Srinagar, Visakhapatnam – 530 016 Andhra Pradesh – India Email: [email protected] Website: www.ijmer.in
Editorial Board Editor-in-Chief Dr.K. Victor Babu Faculty, Department of Philosophy Andhra University – Visakhapatnam - 530 003 Andhra Pradesh – India
EDITORIAL BOARD MEMBERS
Prof. S.Mahendra Dev Vice Chancellor Prof. Fidel Gutierrez Vivanco Indira Gandhi Institute of Development Founder and President Research Escuela Virtual de Asesoría Filosófica Mumbai Lima Peru
Prof.Y.C. Simhadri Prof. Igor Kondrashin Vice Chancellor, Patna University The Member of The Russian Philosophical Former Director Society Institute of Constitutional and Parliamentary The Russian Humanist Society and Expert of Studies, New Delhi & The UNESCO, Moscow, Russia Formerly Vice Chancellor of Benaras Hindu University, Andhra University Nagarjuna University, Patna University Dr. Zoran Vujisiæ Rector Prof. (Dr.) Sohan Raj Tater St. Gregory Nazianzen Orthodox Institute Universidad Rural de Guatemala, GT, U.S.A Former Vice Chancellor Singhania University, Rajasthan Prof.U.Shameem Prof.K.Sreerama Murty Department of Zoology Andhra University Visakhapatnam Department of Economics Andhra University - Visakhapatnam Dr. N.V.S.Suryanarayana Dept. of Education, A.U. Campus Dr.V.Venkateswarlu Vizianagaram Assistant Professor Dept. of Sociology & Social Work Dr. Kameswara Sharma YVR Acharya Nagarjuna University, Guntur Asst. Professor Dept. of Zoology Prof. P.D.Satya Paul Sri. Venkateswara College, Delhi University, Department of Anthropology Delhi Andhra University – Visakhapatnam I Ketut Donder Prof. Josef HÖCHTL Depasar State Institute of Hindu Dharma Department of Political Economy Indonesia University of Vienna, Vienna & Ex. Member of the Austrian Parliament Prof. Roger Wiemers Austria Professor of Education Lipscomb University, Nashville, USA Prof. Alexander Chumakov Chair of Philosophy Dr. N.S. Dhanam Russian Philosophical Society Department of Philosophy Moscow, Russia Andhra University Visakhapatnam Dr.B.S.N.Murthy Dr.Ton Quang Cuong Department of Mechanical Engineering Dean of Faculty of Teacher Education GITAM University University of Education, VNU, Hanoi Visakhapatnam Prof. Chanakya Kumar Dr.S.V Lakshmana Rao Department of Computer Science Coordinator University of Pune,Pune A.P State Resource Center Visakhapatnam Prof. Djordje Branko Vukelic Department for Production Engineering Dr.S.Kannan University of Novi Sad, Serbia Department of History Annamalai University Prof. Shobha V Huilgol Annamalai Nagar, Chidambaram Department of Pharmacology Off- Al- Ameen Medical College, Bijapur Dr. B. Venkataswamy H.O.D., & Associate Professor Prof.Joseph R.Jayakar Dept. of Telugu, P.A.S. College Department of English Pedanandipadu, Guntur, India GITAM University Dr.E. Ashok Kumar Hyderabad Department of Education North- Eastern Hill University, Shillong Prof.Francesco Massoni Department of Public Health Sciences Dr.K.Chaitanya University of Sapienza, Rome Department of Chemistry Nanjing University of Science and Prof.Mehsin Jabel Atteya Technology Al-Mustansiriyah University People’s Republic of China College of Education Department of Mathematics, Iraq Dr.Merina Islam Department of Philosophy Prof. Ronato Sabalza Ballado Cachar College, Assam Department of Mathematics Dr. Bipasha Sinha University of Eastern Philippines, Philippines S. S. Jalan Girls’ College University of Calcutta, Calcutta Dr.Senthur Velmurugan .V Librarian Prof. N Kanakaratnam Kalasalingam University Dept. of History, Archaeology & Culture Krishnankovil Tamilnadu Dravidian University, Kuppam Andhra Pradesh Dr.J.B.Chakravarthi
Dr. K. John Babu Assistant Professor Department of Journalism & Mass Comm Department of Sahitya Central University of Kashmir, Kashmir Rasthritya Sanskrit Vidyapeetha, Tirupati
Dr.T.V.Ramana Prof. R. Siva Prasadh Department of Economics, Andhra University Institute of Advanced Studies in Education Campus, Kakinada Andhra University, Visakhapatnam
® © Editor-in-Chief, IJMER Typeset and Printed in India www.ijmer.in IJMER, Journal of Multidisciplinary Educational Research, concentrates on critical and creative research in multidisciplinary traditions. This journal seeks to promote original research and cultivate a fruitful dialogue between old and new thought.
Volume 6 C OIssue N T E9 (N3 )T S September 2017
S. Pg.
No No 1. OCTAPACE Climate in Banking Sector - A Case Study of 1 Union Bank of India Oruganti Surya Soma Sankar
2. Differently Abled Youth : Challenges and Prospects of 17 Empowerment – A Study P.Usha and S.A.Durga Prasad (Siddu)
3. Impact of Marketing Mix on Customer Satisfaction 53 Towards the Mobile Network Industry in Hyderabad - Telangana State Sakru Ketavath
4. A Study of Promotional Strategies Adopted by Leading 72 Banks in India Richa Singhal
5. A Review on Psycho-Social Problems of Adolescents at 97 Higher Secondary Education Level Dolly Kumar, Chayanika Bordoloi and Chandan Bordoloi
6. According to Bagavath Gita - Life Style 110 A. Padmaja
7. Financial and Non-Financial Problems Faced by the 118 Engineering Goods Exporters in Southern States of India S. Karpagalakshmi and A.Muthusamy
A Study8. On Interest in Mathematics of IX Class Students 139 M.Soundara Rajan and Manda Naveen
9. Colleges Need More Managers than Teachers 148 Puspa Patra
10. Modeling and Static Analysis of the Piston by Using 156 Composite Materiels for Finding out Maximum, Minimum and Shear Stress Deformations. G. Vijay Prakash and A. V. Ratna Prasad 11. Geo-Fencing: A Study of Geospatial Solution 167 M. Laxminarayana
12. Can Shakespeare be Indian? Yes it Can Be: “RETH – 180 Songs of the Sand” is a Play an Adaptation of “Merchant of Venice” P.Kondal Reddy
13. Issues Relating to Health Conditions in Tribalareas: A 187 Study of Vizianagaram District in Andhra Pradesh Srinivasarao Sahukari 14. 200 भगव गीता – पारमाि मकोप नषत ्
आचाय वेदा तं ी व णुभ ाचायु लु 15. Status of Differently Abled Persons in Guntur District of 209 Andhra Pradesh B.Venkata Durga Prasad and P.Venkata Rao
16. Human Trafficking and Human Rights Violation: An 225 Analysis Jayanta Baruah
17. Individual and Social Morality: Buddhist Perspective 241 Radha Rani.P and Pravitha.R
18. Literature Survey on Job Satisfaction of School Teacher 254 From 2015 – 2017 M.Sridevi and T.G. Amuthavalli
19. Gender Discrimination in Various Stages of Women’s life 268 in India Kongala Rama Rao
20. An Analysis of the Ethno Socio Identify Crisis of the 274 Chutiya Community of Assam Rekhamoni Chutia
21. e/;izns'k ds vuqlwfpr tutkfr dk tulaf[;dh v/;;u 287 ¼1961&71½ MkWå lhek f}osnh , MkWå vkHkk iky
22. Importance of Karma-Yoga in Vivekananda’s Philosophy 299 Shinamol. J 23. Conflict Between Bourgeois and Underdogs in Kesava 307 Reddy’s the Last Hut Venkatyadav Avula 24. 317
Shaik Nagamastanvali
ISSN : 2277 – 7881 Dr. K. VICTOR BABU Impact Factor :4.527(2016) M.A.,M.A.,M.Phil.,Ph.D.,PDF, (D.Lit) Index Copernicus Value: 5.16 Faculty of Philosophy and Religious Studies & Editor-in-Chief International Journal of Multidisciplinary Educational Research (IJMER) & Sucharitha: A Journal of Philosophy and Religion Andhra University, Visakhapatnam Pin - 530 003 , Andhra Pradesh – India
Editorial……
It is heartening to note that our journal is able to sustain the enthusiasm and covering various facets of knowledge. It is our hope that IJMER would continue to live up to its fullest expectations savoring the thoughts of the intellectuals associated with its functioning .Our progress is steady and we are in a position now to receive evaluate and publish as many articles as we can. The response from the academicians and scholars is excellent and we are proud to acknowledge this stimulating aspect. The writers with their rich research experience in the academic fields are contributing excellently and making IJMER march to progress as envisaged. The interdisciplinary topics bring in a spirit of immense participation enabling us to understand the relations in the growing competitive world. Our endeavour will be to keep IJMER as a perfect tool in making all its participants to work to unity with their thoughts and action. The Editor thanks one and all for their input towards the growth of the Knowledge Based Society. All of us together are making continues efforts to make our predictions true in making IJMER, a Journal of Repute
Dr.K.Victor Babu Editor-in-Chief
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OCTAPACE CLIMATE IN BANKING SECTOR-A CASE STUDY OF UNION BANK OF INDIA Oruganti Surya Soma Sankar Assistant Professor Baba Institute of Technology and Sciences Visakhapatnam Abstract: Keeping the improvement of Social, Economical and Work life Conditions in view, there crop up an idea of Developing Human Beings. Increasing the knowledge, the skills, and the capabilities of all the people in the Society; Accumulating Human Capital and its effective investment in the Economy; Exploiting Employee’s potentials for achieving Personal and Organizational goals is the Essence of Human Resource Development. The goal of every organization is to remain dynamic and effective in a rapidly changing internal and external environment. Every organization is a living organ vested with features akin to a human being and HRD is the heart of this living being. HRD is a Conceptual Process of building Competencies, Commitment and Culture which is integrated with the Business Strategy of every organization and the Banking business is not an exception. Owing to the Technological Development, Banks are working to identify new business niches, to develop customized services, to implement innovative strategies and to capture new market opportunities. With further globalization, consolidation, deregulation and diversification of the financial industry, the banking sector has become even more complex. HRD climate studies in Banks are few; hence this study is undertaken with a view to focus on HRD Climate in Union Bank of India (A Leading Public Sector bank) with a particular sample reference in Visakhapatnam, Andhra Pradesh. Key Words: HRD Concept, HRD Climate, HRD Mechanisms OCTAPACE Climate, OCTAPACE Climate Dimensions, Managerial Effectiveness. CHAPTER—I INTRODUCTION: Human Resource Development is an Organized Learning Experience aimed at matching the need of the organization with those of the need
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of the individuals for career growth and development. It is a systematic process of producing behavioral changes in human workforce to develop their knowledge and skills to become capable of facing the competitive edge in today’s globalized era. Human Resource like knowledge, skills, creative abilities and talents play an important role in deciding the efficiency and effectiveness of an organizations work force. However, enhancement of utilization depends on improvement of the human resource aspects like skill, knowledge, creative abilities and talents and molding of other aspects like values, believes aptitude and attitude in accordance with the changing requirements of groups, organizations and society at large. This process is the essence of Human Resource Development. (Pareek., 1981)
1.1 HRD CONCEPT: Human Resource Development (HRD) is a dynamic academic discipline but an old well-established field of practice. The purpose of HRD is to focus on the resource that humans bring to the success equation— both personal success and organizational success. The two core threads of HRD are (a) individual and organizational learning and (b) individual and organizational performance. (Watkins & Marsick, 1996)
1.2 ORGANIZATIONAL CLIMATE AND HRD CLIMATE: HRD aims at developing the competencies of the employees on the one hand and building HRD Climate on the other, to utilize these competencies and contribute to the organizational growth. HRD Climate constitutes of General Climate, HRD Mechanisms and OCTAPACE Climate. General Climate highlights the extent to which the management of an organization has sincere intention, determined will and takes supportive actions for developing its manpower.
1.3 OCTAPACE CLIMATE: OCTAPACE climate is an integral part of HRD climate. It can be defined as perceptions of the employee on the developmental environment of an organization. This developmental climate will have the following characteristics (T.V.Rao, 1991):
• Openness can be defined as a spontaneous expression of feelings and thoughts that apply in both directions of receiving and giving related to ideas / feedback.
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Collaboration is the culture in which people are keen to help each other. Collaboration involves working together which will be reflected in strong teams.
• Trust is reflected in maintaining the confidentiality of information shared by others and in not misusing it. Peers helping when sub ordinate’s need.
• Authenticity is the congruence of what one feels, stated values and actual gap. It results in reduction in distortion of Communication.
Proactive means taking initiatives and explore the alternatives well in advance.
Autonomy is giving freedom to let employees work independently with responsibility.
• Confrontation is facing rather than shying away from problems. It also implies a deeper analysis of interpersonal problems.
• Experimentation will generally emphasize the risk taking aspect of the organization. CHAPTER –II Review of Literature: Here an attempt is made to provide reviews of some related works on HRD Climate. Research Studies on HRD Climate in Visakhapatnam:
VISWESWARA RAO highlighted the need of development of human resource to provide better services to the bank customers. In his research thesis, he covered the Human resource development part in public sector banks of Andhra Pradesh. He further explained that, in public sector banks there is a greater need of human resource development programme to face the upcoming market competitions. (rao, 1996)
RAMA MOHANA RAO compared the human resource development in public and private sector banks. He discussed the outcome of standard human resource development. He explained how the HR developmental programmes in the banks boost the banking services and customer satisfaction. (rao C. R., 1997)
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ARAVIND studied in his research thesis, in detail about the human resource development in commercial banks, a case study of a leading public sector bank SBI in Karnataka Area. He even analysed that the HRD practices in State Bank of India is standard and some changes required for strengthening the manpower of SBI. He also noted the role of employees union in HRD function of the Bank. (aravind, 2002)
BHASKAR studied in his research thesis, the human resource and development policies and practices followed in the leading nationalised bank SBI. He also noted that how the developmental policies will impact on the performance of banks. He further examined in detail the policies and practices actually followed and its pros and cons. ranches in rural area, so it is very important to examine the man power planning and development practices followed in the banks. (Reddy, 2005)
2.1 RESEARCH GAP: Majority of the Research works focused on the HRD concepts only. Research Works on OCTAPACE Climate are very few. Even in the research studies made by several scholars, only theoretical perspectives of the HRD Climate have been focused. How the OCTAPACE climate dimensions are effecting or influencing the employee’s behavior and effectiveness particularly in Banks is so far untouched. Thus, the above cited Review of Literature connotes that there is need to conduct Research Studies on “What are the different facets of OCTAPACE Dimensions that have bearing on the Effectiveness in Union Bank of India, Visakhapatnam”. CHAPTER—III RESEARCH METHODOLOGY: MEANING:
The main purpose of this study is to identify and evaluate the effects of OCTAPACE climate dimensions in Union Bank of India, Visakhapatnam.
3.1 Objectives of the Present Research: To Examine the OCTAPACE Dimensions of the chosen Executives and Non Executives of Union Bank, Visakhapatnam.
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To suggest the remedial measures for the Effectiveness in Union Bank, Visakhapatnam
3.2 HYPOTHESIS: Ho1: There is NO significant impact of OCTAPACE Dimensions on the employee effectiveness in Union Bank, Visakhapatnam
3.3 SCOPE : The scope of the present research is limited to the Effect of OCTAPACE dimensions in Union Bank, Visakhapatnam.
3.4 LIMITATIONS: The subject study is confined to OCTAPACE dimensions Collection of Primary data through questionnaire limited to the UBI Visakhapatnam branches only.
Sample of respondents is limited to 320 owing to voluminous Universe.
3.5 RESEARCH DESIGN: Questionnaire survey method has been used to obtain the data.
3.6 UNIVERSE OF THE STUDY: The universe of the study comprises of all the employees working in Union Bank of India
3.7 DETERMINING SAMPLING DESIGN: After designing the above questionnaire it has been administered to 320 respondents on the Simple randomly chosen 150 Executives and 170 Non- executives in the respective branches of Union Bank of India, Visakhapatnam CHAPTER- IV: INDUSTRY PROFILE: STRUCTURE OF BANKS IN INDIA: Banks can be broadly classified into three categories: Co-Operative Banks, Commercial Banks and Development Banks based on the purpose of formation.
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(a) Scheduled Banks: Scheduled Banks in India are the banks which are listed in the Second Schedule of the Reserve Bank of India Act1934. The scheduled banks enjoy several privileges as compared to non- scheduled banks. Scheduled banks are entitled to receive refinance facilities from the Reserve Bank of India. They are also entitled for currency chest facilities. They are entitled to become members of the Clearing House. Besides commercial banks, cooperative banks may also become scheduled banks if they fulfill the criteria stipulated by RBI.
(b) Non-scheduled banks: These are those banks which are not included in the Second Schedule of the Reserve Bank of India. Usually those banks which do not conform to the norms of the Reserve Bank of India within the meaning of the RBI Act or according to specific functions are classified as non- scheduled banks. Table4.1: Classification of Banks Reserve bank of india Co-operative Commercial Development banks banks(scheduled/nonscheduled) banks Public sector banks Sidbi Short term Foreign banks credit institutions Nabard Private sector banks(old /new)
Long term credit Local area banks Nhb institutions
Regional rural banks
Exim bank
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CHAPTER—V: ORGANIZATIONAL PROFILE:
Union Bank of India was originally incorporated on November 11, 1919 in Mumbai with the name The Union Bank of India Ltd. In the year 1921, the Bank shifted their registered office to Mumbai Samachar Marg, Fort, Mumbai, which was inaugurated by Mahatma Gandhi. Union Bank has been playing a very proactive role in the economic growth of India and it extends credit for the requirements of different sectors of economy. Industries, exports, trading, agriculture, infrastructure and the individual segments are sectors in which the bank has deployed credit to spur economic growth and to earn from a well diversified portfolio of assets. Global Business recorded as high as Rs. 620445 crore as on March 31, 2016.
1. Share of CASA deposits improved by 310 bps to 32.3% from 29.2% in March 31, 2015. Savings deposit grew at 13.4%, while share of high cost deposits declined to 2.1% (Mar 2016) from 3.0% (Mar 2015).
2. The focus on CASA facilitated in sequential improvement in NIM by 10 bps to 2.32%.
3. Non-interest Income for FY 2015-16 up 3.1% compared to a year ago.
4. Increase in Operating expenses during FY 2015-16 contained at 1.30%.
5. Net Profit for FY 2015-16 stood at Rs. 1352 crore. Net Profit for January-March 2016 stood at Rs. 97 crore compared to Rs. 78 crore for October – December 2015.
6. Gross NPAs as percent to gross advances stood at 8.70%. Recovery and up gradation significantly improved to Rs. 395 crore in January-March 2016 from Rs.196 crore in October – December 2015.
7. Capital Adequacy Ratio (Basel III) improved both sequentially and on annual basis to 10.56%. Tier I CRAR is 8.14%, within which CET1 is 7.95%.
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Union Bank of India won all the Six Banking Technology Awards from IBA (Indian Bank’s Association) in Best Technology Bank of year, Best use of Digital & Channels Technologies, Best use of Technology to enhance Customer Experience, Best Risk Management, Fraud, Cyber Security, Best Financial Inclusion Technology Initiatives and Best Payment Initiatives. On the technology front the Bank has taken early initiatives and 100% of its branches are computerized. The Bank has also introduced Core Banking Solution with connectivity between branches. 100% of the business of the Bank is under Core Banking Solution making it a leader among its peers in infusion of technology. Many innovative products are developed using the technology platform to offer an array of choices to customers, adding speed and convenience to transactions. Technology will also enable the Bank to derive substantial cost reduction while creating the requisite capacity to handle the ever increasing volume of business in a competitive environment that offers immense opportunities. CHAPTER—VI: DATA ANALYSIS AND INTERPRETATION: Data Analysis is made with the help of the SPSS package as below: 1) OPENESS Frequen Percen Valid Cumulat cy t Percent ive Percent Vali NEVER 130 40.3 40.3 40.3 d SOMETIMES 122 38.1 38.1 78.4 UNDECIDED 6 1.9 1.9 80.3 USUALLY 36 11.6 11.6 91.9 ALWAYS 26 8.1 8.1 100.0 Total 320 100.0 100.0 2) CONFRONTATION Frequen Percen Valid Cumulat cy t Percent ive Percent Vali NEVER 3 .9 .9 .9 d SOMETIMES 27 8.4 8.4 9.4 UNDECIDED 1 .3 .3 9.7 USUALLY 105 33.1 33.1 42.8 ALWAYS 184 57.2 57.2 100.0
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Total 320 100.0 100.0 3) TRUST Frequen Percen Valid Cumulat cy t Percent ive Percent Vali NEVER 9 2.8 2.8 2.8 d SOMETIMES 31 9.7 9.7 12.5 UNDECIDED 4 1.3 1.3 13.8 USUALLY 114 35.9 35.9 49.7 ALWAYS 162 50.3 50.3 100.0 Total 320 100.0 100.0 4)AUTONO MY Frequen Percent Valid Cumulativ cy Percen e Percent t Valid NEVER 7 2.5 2.5 2.5 SOMETIME 28 8.8 8.8 11.3 S UNDECIDE 7 2.2 2.2 13.4 D USUALLY 151 47.5 47.5 60.9 ALWAYS 127 39.1 39.1 100.0 Total 320 100.0 100.0 5) PROACTIVITY Frequency Percen Valid Cumulati t Percent ve Percent Vali NEVER 73 22 22 22 d SOMETIM 63 20 20 42 ES UNDECID 16 5 5 47 ED USUALLY 75 23 23 70 ALWAYS 93 30 30 100.0
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Total 320 100.0 100.0
6) AUTHENTICITY Frequenc Percen Valid Cumulativ y t Percen e Percent t Vali SOMETIME 9 2.8 2.8 2.8 d S UNDECIDE 4 1.3 1.3 4.1 D USUALLY 95 30.0 30.0 34.1 ALWAYS 212 65.9 65.9 100.0 Total 320 100.0 100.0
7) COLLABORATION Frequenc Percen Valid Cumulativ y t Percen e Percent t Vali NEVER 8 2.5 2.5 2.5 d SOMETIME 30 9.4 9.4 11.9 S UNDECIDE 14 4.1 4.1 15.9 D USUALLY 58 18.4 18.4 34.4 ALWAYS 210 65.6 65.6 100.0 Total 320 100.0 100.0
8) EXPERIMENTATION Frequenc Percen Valid Cumulativ y t Percen e Percent t Vali NEVER 52 16.6 16.6 16.6 d SOMETIME 104 32.2 32.2 48.8 S UNDECIDE 14 4.4 4.4 53.1
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D USUALLY 82 25.6 25.6 78.8 ALWAYS 68 21.3 21.3 100.0 Total 320 100.0 100.0
Table 6.1: TOTAL OCTAPCAE DIMENSIONAL ANALYSIS :
DIMENSION Always Usually Undecided Some Never Total (%) (%) (%) times (%) OPENNESS 15(10) 29(19) 2(1) 69(46) 35(24) 150 EXE 11(6) 7(4) 4(2) 53(32) 95(56) 170 NON EXE CONFRONTATION 99(66) 42(28) - 9(6) - 150 E 85(50) 63(37) 1(1) 18(11) 3(1) 170 N TRUST 80(53) 55(37) 3(2) 10(7) 2(1) 150 E 82(48) 59(35) 1(1) 21(12) 7(4) 170 N AUTONOMY 78(52) 63(42) 3(2) 4(3) 2(1) 150 E 49(29) 88 4(2) 24(14) 5(3) 170 N PROACTION 48(32)) 37(25) 11(7) 32(21) 22(15) 150 E 45(26) 37(22) 6(4) 31(18) 51(30) 170 N AUTHENTICITY 108(72) 39(26) 1(1) 2(1) - 150 E 104(61) 56(33) 3(2) 7(4) - 170 N COLLABORATION 95(63) 32(22) 10(7) 13(8) - 150 E 115(68) 26(15) 4(2) 17(10) 8(5) 170 N EXPERIMENT 30(20) 57(38) 10(7) 40(27) 13(8) 150 E 38(22) 25(15) 4(2) 64(38) 39(23) 170 N
INFERENCE:
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Out of all dimensions of OCTAPACE, with (96%) “Authenticity Dimension” has occupied the First Position. This reveals that in UBI majority of employees are believable, genuine, trustworthy, reliable, truthful, and dependable.
With 91% , “ Confrontation Dimension” stood in Second Position. Majority of the UBI employees are very open, and participative in problem solving situations. This is one more important feather in the UBI management cap, owing to the Employees ability of solving the problems amicably without any jeopardy.
Autonomy at 88% and Trust with 87% and Collaboration with 84% could occupy the third and respective positions with marginal difference.
Totally all most all the important dimensions of OCTAPACE have been prevailed in UBI. Freedom in work environment, believing the colleagues, maintaining good team spirit are the basic elements of autonomy, trust and collaboration. It is impossible to achieve organizational goals without the above cited five elements. Thus in UBI, both the Executives and Non executives unanimously agreed that Authenticity, Confrontation, Autonomy, Trust and Collaboration are the main pillars up on which a beautiful mansion of UBI is built in. CHAPTER VII: SUGGESTIONS AND RECOMMENDATIONS: Based on the Data analysis and interpretation the following suggestions are recommended:
1. There is an urgent need to improve the Openness element so that better Interpersonal relations and communication prevail in UBI.
2. Encouraging initiative, drive and sharing of departmental future plans with sub ordinates shall be given priority such that dimension of Pro Activity will be improved
3. Top management shall invariably look into aspects of the Creativity, New methods enabling to increase the Experimentation perspectives of OCTAPACE in UBI
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4. RECOMMENDATION ON IMPLEMENTATION OF HRD CONCEPT: Every Organization shall be given HRD certification by The Ministry of Human Resource Development , when all the processes are routed through the Integrated HRD system and when a congenital OCTAPACE climate prevails like in UBI CHAPTER VIII ANNEXURES/ BIBLIOGRAPHY Abbas, M. H. (july 2014). HRDC climate in the Indian Banking sector. pacific business review international , vol 7 issue 1. Abraham, E. (1988). HRD in Banks. newdelhi: oxford& ibh . chaudhury, D. N. (may2011). hrd climate and job satisfaction. international journal of computing research , vol 2 iss2. india, u. b. (2015). annual report2014-15. mumbai: union bank of india. M.Srimannarayana. (2008). HRD climate in banks. Indian Journal of Industrial relations . T.V.Rao. (1991). Readings in HRD. New Delhi: Oxford& IBH. tangirala, h. (2002). hr policies. international journal of management , 49-51. Tiwari, D. T. (2003). hrm practices concepts and cases. rohtak: prakashana. Tripathi, P. C. (2014). HRD. new delhi: sultanchandsons. VC, J. V. (1997). HRD CLIMATE IN INDIAN INDUSTRY. PRODUCTIVITY , 37(4)628-639. vidya, d. s. (2002). hrd in banks. kolhapur: omkar prakashan. Watkins & Marsick, 1. (1996). HRD aprofessional field of practice. sanfransisco: B K publishers. 8.1 : QUESTIONNAIRE PROFORMA: 1. Name of the Employee: Mr/Mrs 2. Age: 3. Designation: 4. Qualification: 5. Name of the Department: 6. Total No. of years of service:
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1.OCTAPACE CLIMATE DIMENSIONS IN UNION BANK OF INDIA ,VIZAG
Sl QUESTION/STATEMENT Always Usually Undecided Some Never No times
1 I do not hesitate to discuss my personal problems 5 4 3 2 1 with my superiors
2 I will discuss the official problems openly with my 5 4 3 2 1 superiors and try to solve rather than accusing
each other. 3 I trust my colleagues. When I commit any 5 4 3 2 1 mistake, my superiors help me to realize with
good understanding so that there will be no choice for reoccurrence. 4 When my senior delegates authority I will take it 5 4 3 2 1 as an opportunity for my development
5 I am encouraged to take initiative and perform 5 4 3 2 1 my new assignments without waiting superiors instructions 6 When I attend Training Programme, I will learn 5 4 3 2 1 and take the feedback in right spirit for career development
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7 My superiors will inform in advance and prepare 5 4 3 2 1 us about our department’s future plans 8 I will be encouraged by my superiors when I 5 4 3 2 1 experiment with new methods and creative ideas 9 Team spirit is of high order in our department. 5 4 3 2 1 [OCTAPACE DIMENSONS ARE 1) OPENNESS, 2) CONFRONTATION, 3) TRUST 4) AUTONOMY, 5) PROACTIVITY, 6) AUTHENTICITY, 7) COLLABORATION, 8) EXPERIMENTATION] 2.IMPACT OF OCTAPACE CLIMATE ON MANEGRIAL EFFECTIVENESS IN UBI ,VSP.
Sl STATEMENT/QUESTION Strongly Agree Cannot say Disagree Stro No agree ngly disa gree 1 Development of and belief in Sub-Ordinates are 5 4 3 2 1 seen as an important part of the Managers 2 Performance Appraisal Reporting is based on 5 4 3 2 1 objective assessment. 3 Objectives, Goals and Targets are shared with all 5 4 3 2 1 the concerned employees of the department for proper planning and execution of tasks
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4 Managers always Support, Guide and Encourage 5 4 3 2 1 sub ordinates and Counseling them is common in this Department 5 In case of difference of opinion, the Management is 5 4 3 2 1 always Open, democratic and participative to minimize the conflicts 6 Strict adherence of principles of Discipline is the 5 4 3 2 1 manager’s priority in our department 7 Implementing the customer relationship 5 4 3 2 1 programmes in true spirit is the main agenda our managers 8 Identifying the Training Needs in a scientific way 5 4 3 2 1 and conducting Post training performance appraisals are the important HR managerial functions of our Department 9 Communicating strengths and weaknesses of the 5 4 3 2 1 Employees by the Supervisors and Encouraging suggestions of Employees through the UP ward communication is common in our department. [DIMENSIONS OF MANAGERIAL EFFECTIVNESS ARE 1)BELIEF IN SUB ORDINATES, 2) TASK ASSESMENTS, 3) PLANNING & COORDINATING, 4) MOTIVATING, 5) CONFLICT MANAGEMENT, 6) COMMUNICATION AND DISCIPLINE, 7) CLIENT FOCUS, 8) TRAINING AND DEVELOPMENT]
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DIFFERENTLY ABLED YOUTH: CHALLENGES AND PROSPECTS OF EMPOWERMENT – A STUDY
Dr.P.Usha S.A.Durga Prasad (Siddu) Assistant Professor Post Graduate Student Dr.Durgabai Deshmukh Centre Dr.Durgabai Deshmukh Centre for Women’s Studies for Women’s Studies Andhra University Andhra University Visakhapatnam, AP Visakhapatnam, AP
“Strength does not come from physical capacity. It comes from indomitable will” - Mahathma Gandhi
Introduction
Disability is not just a health problem. It is a complex phenomenon. Crippled persons are differently abled and may also be called as physically challenged, because they have problem with their body that makes it difficult for them and challenge to do things that others can do easily. In brief, people with disablement are among the most marginalized groups in the world and have poorer health outcomes, lower education achievements , less economic participation and higher rates of poverty than people with abilities (WHO 2011). As per census 2011, in India, out of 121 crore people about 2.68 crore persons are disabled which is 2.2%of the total population. Out of 2.68 crores, 1.5 crore disabled are males and 1.18 crore are females. Majority (69%) of the disabled population resided in rural areas. Education is very important for every person regardless of his/her age, gender, race, economic status, as well as physical ability or disability. The literacy rates for persons with disabilities are much lower than that of the non-disabled population of the country .The overall literacy rate for persons with disabilities is 59 % compared to 74 % of the general population. The literacy level of women with disabilities in
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urban areas is 61%, which is 9% lower than their male counterparts . While women with disabilities in rural areas are worse with a literacy rate of 38% , 20% lower than disabled males . Their educational needs in terms of content, technology, training and supporting remain unfulfilled ( Census 2011).
Education is the most essential ingredient for empowering the people. The disabled persons without education may not have any prospects for their empowerment. Though some of them are studying in higher educational institutions, they are not in a position to get employment opportunities due to inadequate skills which are essential for gaining employment . In this context, the present study focused on factors which help to empower the physically challenged youth and thereby bringing them into the main stream of the society. Empowerment captures the sense of gaining control, participation and decision-making. Especially participation of youth in different situations enables them to shoulder responsibilities , thus leading to empowerment . Youth empowerment mainly concentrates on the growing opportunities for young people and their achievements in the society. Since it is a process of awareness and capacity building which leads to greater participation, decision-making power and control and to transform into action , people must have the facility to involve in the process. It is possible only through education which creates awareness and improves their capacities and helps them to transform into action . Due to disabilities , a considerable percentage of the youth are unable to enjoy even the right to access equitable and quality education.
Purpose of the Study
The main purpose of the study was to examine the problems being faced by physically challenged students studying in educational institutions with a view to find out the ways for their empowerment .
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Specific Objectives
More specifically , the main objectives of the study are as follows
1) Examine the socio-economic status of physically challenged youth with a view to understand whether the socio-economic factors are favourable for their empowerment.
2) Understand the nature and reasons of impairment in order to find out the possibility to reduce the extent of the problem.
3) Examine the physical challenges that are being faced by the disabled youth in public places with a view to focus on alternative arrangements for their convenience.
4) Highlight the required privileges or facilities of the physically challenged youth which help them to become empowered.
5) Review the government Acts and policies which encourage the physically challenged youth to pursue higher education and become self-dependent in the society.
6) Analyze the role of organizations/institutions/civic society in empowering the disabled youth.
Research Methodology
Primary data has been obtained from the physically challenged students both women and men , studying in various educational institutions in Visakhapatnam City. The sample consists of 75 differently abled students. Since the study was confined to the youth , the respondents in the age group of 15-24 years who are studying higher secondary to University education , are selected. As the purpose of the study was to examine the problems being faced by the physically challenged students, the data has been covered from respondents who have been suffering from physical impairments like physically handicapped, hearing impaired , speech disability and visual
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impairment. A well structured questionnaire was employed in order to analyze the socio-economic status of the respondents, nature and history of impairment, challenges, privileges /facilities they have or wish to have for their empowerment and peoples participation in empowering physically challenged youth. Focus Group Discussions were conducted with a view to identify their requirements for self- dependence. Simple statistical tools like averages and percentages are used to analyze the data.
Limitations
The present study has been limited to the respondents studying in Visakhapatnam city which is the district headquarters and nearer to the backward areas of North Coastal Andhra Pradesh. It was observed that the disabled not only from this region but also from the other places prefer to study in the educational institutions located in Visakhapatnam city as there are special boarding and lodging facilities to the differently abled students especially visually impaired which are run by the welfare societies. The other disabled students are residing in the hostels affiliated to the educational institutions.
Review of literature
Disability is an umbrella term, covering impairments, activity limitations and participation restrictions. An impairment is a problem in body function or structure; an activity limitation is a difficulty encountered by an individual in executing a task or action; while a participation restriction is a problem experienced by an individual involvement in life situations (WHO). S.Ganesh Kumar, Gautam Roy and Sitan Shusekhar Kar (2012) in their article on ‘Disability and Rehabilitation Services in India; Issues and Challenges” stated that disability is an important public health problem especially in developing countries like India. The problem will increase in future because of increase in the trend of non-communicable diseases and change in age
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structure with an increase in life expectancy. The issues are different in developed and developing countries, and rehabilitation measures should be targeted according to the needs of the disabled with community participation. In India, a majority of the disabled resides in rural areas where accessibility, availability, and utilization of rehabilitation services and its cost-effectiveness are the major issues to be considered. Research on disability burden, appropriate intervention strategies and their implementation to the present context in India is a big challenge. The study concluded that research is essential for increasing public understanding about disability issues, informing disability policy and programmes, and efficiently allocating resources. Some of the important areas of research can be quality of life and well- being of people with disabilities; barriers to mainstream and specific services, and what works in overcoming them in different contexts; accessibility and universal design programmes appropriate for low- income-settings.
C.Gobala Krishnan (2013) in his article on “Problems faced by physically challenged persons and their awareness towards welfare measures” explained that there are four types of physically challenged, they are physically handicapped, Blind, Deaf, and Dump. The term disabled suggests a state of helplessness; something which falls short of the norm or standard viz., ’physical fitness’. Problems of the physically challenged are the existing transportation and infrastructural facilities available to disabled are hardly adequate. . Feeling of insecurity by the disabled while traveling in private buses. The disabled person is largely dependent on a family because they get, economically and emotional support from family, friends and relatives and also gets encouragement. The study concluded that the officials and other service providers must know the various welfare schemes of the physically challenged and that in turn help them to introduce the same to the beneficiaries. The new schemes should be given sufficient publicity and awareness campaigns
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should be conducted at various level , there by integrating this group into society’s mainstream. N. Janardhana, D. Muralidhar, D. M. Naidu, and Guru Raghevendra (2015); in their work on “Discrimination against differently abled children among rural communities in India: Need for action” argued that people with disabilities in India are subject to multiple deprivations and limited opportunities in several dimensions of their lives. Their families and caregivers also go through lot of stress and challenges in having a person with disability at home which ultimately leads to grave discriminating practices towards these people. The study concluded that during the last two decades, there has been a growing realization that institutional care for the disabled is not entirely suitable for their individual needs, dignity and independence. A movement towards community based rehabilitation has picked up pace and contribute toward greater independence and self sustainability of the disabled.
Government Acts , Policies and Schemes for improving the conditions of physically challenged persons.
The government enacted the Persons with Disabilities (Equal Opportunities, Protection of Rights and Full Participation) Act, 1995 , to ensure equal opportunities for people with disabilities. The Act aims to make the disabled self reliant and financially independent by offering education, rehabilitation guidance, vocational training, job reservation, employment, a special insurance scheme for disabled employees as well as an unemployment allowance. In addition it also provides for research and manpower development, creation of a barrier- free environment and construction of homes for persons with severe disability. The Government has also introduced a National Policy for Persons with Disabilities in 2006 which deals with Physical, Educational & Economic Rehabilitation of persons with disabilities. In addition the policy also focuses upon rehabilitation of women and children with disabilities, barrier free environment, social security,
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research etc.. This policy recognizes that people with disabilities are valuable human resources of the country. It aims to build an environment that offers them equal opportunities, protection of their rights and full participation in society. The policy also identifies non- governmental organizations as vital institutions that provide affordable services to the disabled, complementing government efforts. ( Govt. of India report, 2011 )
Convention on the rights of persons with disabilities (2006) lays down the following principles for empowerment of persons with disabilities,- (a) respect for inherent dignity, individual autonomy including the freedom to make one’s own choices, and independence of persons; (b) non-discrimination; (c) full and effective participation and inclusion in the society; (d) respect for difference and acceptance of persons with disabilities as part of human diversity and humanity (e) equal opportunity; (f) accessibility; (g) equality between men and women; (h) respect for the evolving capacities of children with disabilities and respect for the right of children with disabilities to preserve their identities;
Central Government Schemes for disabled persons in Education
- Financial assistance to the parents of students with disabilities for studying in the pre-matric and post-matric level .
- Reservation of seats to the students with disabilities in government aided educational institutions.
- Scheme of scholarships given by the National Handicapped Finance and Development Corporation for differently abled students for their studies in Indian Colleges/Universities to pursue graduate and post-graduate level technical and professional courses from govt recognized institutions.
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- Rajiv Gandhi Fellowship Scheme for persons with disabilities to pursue research in higher education.
Andhra Pradesh State Schemes for Persons with Disabilities
- Viklangata Pension contributed by State and Central government such as Indira Gandhi National Disability Pension scheme.
- The persons with vision impairment are entitled to utilize free bus journey in the city and in the suburban buses with escorts. In Rural areas these persons with disabilities are allowed 50% concession in normal fares.
- The State of Andhra Pradesh is providing financial support for the marriages taking place
between disabled and non –disabled,
- post matric scholarship and reimbursement of tuition fee to the eligible persons with disabilities for various courses.
- The Government of Andhra Pradesh has introduced the Scheme for Differently abled people known as SADAREM- Software for Assessment of Disabled for Access Rehabilitation and Empowerment with an objective to create a Dynamic Web enable system for comprehensive access, rehabilitation and empowerment, through automation, capacity building, assessment of persons with disabilities (PWDs) and maintaining Decision Support System . (Govt. of AP 2017)
The Central and the State governments provide numerous schemes for the education of disabled persons. But in practice there is a gap between government policies and its implementation due to lack of awareness among the officials and also the needy people .Hence the educational institutions should take steps to implement the schemes especially sanctioning of scholarships. In addition to this , the
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educational institutions should provide the facilities for improving the capabilities of the disabled through capacity building programmes, skill development and training programmes. The present study mainly focuses on the need based support of the educational institutions to the physically challenged youth which paves the way for their empowerment.
Analytical representation
A disability is a condition in which the function of a certain part of the body is quite impaired when compared to that of other people. A person may either be born disabled or may become disabled later in life due to an illness or accident. Broadly speaking, a person may suffer from mental, hearing, speech, visual or physical disabilities or a combination thereof.
For the purpose of the present study primary data has been obtained from the physically challenged youth studying in various educational institutions from higher secondary to University education. There are four types of physically challenged; they are Orthopedically Handicapped (OH), Blind, Deaf, and Dump. The data has been obtained from all these four types of respondents in different age groups. Table -1.1 presents the details. Out of total respondents 75 , the deaf and dumb constitute the major proportion of the sample. The data shows that Orthopedically Handicapped constitute major share of the sampling (40%) followed by hearing loss (31%) and speech disability (10%). The respondents with both hearing loss and speech disability constitute a considerable percentage of the sampling (9%). The respondents with visual impairment constitute a significant percentage. (18%). It reveals that , though the physical conditions of orthopedically handicapped is not supportive for going out for education, with a great difficulty they able to overcome the defects in getting education along with all other students. In case of hearing loss and speech disabled
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persons , the problem is different as they could not follow the normal teaching, so they need the trained teachers who are experienced in taking digital classes. The low proportion of visual impaired respondents need special attention in their education i.e reading ( braille language ) and writing ( scribe). So only a few visually impaired persons could study in schools and colleges.
Table-1.1
Distribution of the respondents by the nature of impairment
Sl.No Type of impairment Frequency Percentage 1 Orthopedically Handicapped 33 40 2 Visual impairment 15 18 3 Hearing loss 26 32 4 Speech disability 8 10 5 Intersection of 3 & 4 -(7) -(9) Total (82-7) 75 100 The present paper is mainly studied under five headings.viz 1) Socio- economic status of the respondents 2) Nature and History of impairment 3) Challenges faced by the disabled youth 4) Prospects for their empowerment and 5) Peoples Participation in empowering physically challenged.
[I] SOCIO-ECONOMIC PROFILE OF THE RESPONDENTS
Table-1.2 gives the details of the Gender-wise distribution of the respondents. Out of 75 respondents , male constitute the major proportion of the sample ( 80%) than female respondents ( 20%).It reveals that, only a few disabled women are studying higher secondary and University education. Without having education , the conditions of the physically challenged are miserable because of their dependency on others, both physically and financially and they may never come out of from the distress. Hence the government should take adequate steps to create awareness among the disabled women about the various
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government schemes and programmes available for them to be educated. Table-1.2 Gender-wise Distribution of the respondents
Sl.No Gender-wise Frequency Percentage 1 Female 15 20 2 Male 60 80 Total 75 100 Age is an important variable in the study of disability both because of the relation to chronic conditions and because, aside from the nature of the disability, it affects opportunities for and attitudes toward education and employment. Table-1.3 gives the details of the age of the respondents. The data reveals that majority of the respondents are in between the age group of 18 to 20 years (48%), followed by the age group of above 24 years (24%), and 21-23 years (21%). From the data it was found that , physically challenged people are lagging behind the academic programme as per the age respective to the normal students. Hence the age group of the respondents is higher than that of the normal students.
Table-1.3 Age-wise Distribution of the respondents
Sl.No Age of the respondent Frequency Percentage 1 15-17 yrs 5 7 2 18-20 yrs 36 48 3 21-23 yrs 16 21 4 above 24 yrs 18 24 Total 75 100 Disability may act as a major impediment in formal education. However, the educational attainment of disabled persons is important
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in improving their living conditions. Tables -1.4 (a) & 1.4 (b) present the details of educational status of the respondents. Interestingly it was found that, the differently abled students are studying in normal educational institutions along with normal students . Noteworthy point was a good percentage of the respondents are pursuing higher education (40%) , 35% of them are studying post graduation in University . A considerable percentage of the respondents are studying higher secondary education (29%),and secondary education (24%). A very insignificant percentage of the respondents are engaging in vocational / professional education. (5%) . Since education is the powerful weapon to fight against poverty and disability , the disabled persons must become educated by availing government schemes and programmes and should become economically independent.
Table-1.4 (a)
Details of levels of education
Sl.N levels of education Frequency Percentage o 1 Primary education 1 1.4 2 Secondary education 18 24 3 Higher Secondary education 22 29 4 Higher education 30 40 5 Vocational / Professional 4 5 education 6 any other - - Total 75 100
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Table-1.4 (b) Details of educational status Sl.No Details of education Frequency Percentage 1 VIII – X std 7 9 2 Intermediate 19 25 3 Under Graduation 21 28 4 Post Graduation 26 35 5 Research Scholar 2 3 Total 75 100 Disabled in lower social classes have greater difficulties than the higher social class. At the same time they may have double advantages of positive discrimination in education and employment. Table-1.5 presents the details of the social status of the respondents . It was noticed that majority of the disabled students belong to the back ward class (71%) , followed by downtrodden category viz.SC/ST (19%). Respondents who belong to OC category were insignificant in percentage.(11%). Majority of the respondents are Hindus (96%). It can be understood that the reserved community people were the advantageous group and getting opportunity to study in educational institutions, despite their poor economic conditions.
Table-1.5
Caste-wise Distribution of the respondents
Sl.No Caste-wise Distribution Frequency Percentage of the respondents 1 SC/ST 14 19 2 OBC 53 71 3 OC 8 11 4 Others - - Total 75 100
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Occupation pattern of an household reveals the economic status of the family which is the major component that helps to face any challenge in life including disability. Unfortunately it was found that majority of the disabled students are belong to lower income group which doubles the burden on the family.Tables-1.6(a), 1.6(b) & 1.7 present the occupation of the parents of the respondents. The data reveals that, majority of the fathers of the respondents are agricultural labours (75%) mothers also engaging in agricultural activities (53%) . An insignificant percentage of the parents of the respondents are government employees (5%) . and a very low percentage are private employees (4%) .
Table-1.6 (a)
Details of the occupation of parents (father)
Sl.No Occupation of respondents’ Frequency Percentage father 1 farmer 56 75 2 agricultural labour / daily 13 17 wage worker 3 working in shops/ malls - - 4 running petty trade 1 1 5 vegetable/fruits/fish vendor - - 6 private employee - - 7 govt.employee 4 6 8 not doing any work 1 1 Total 75 100
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Table-1.6 (b)
Details of the occupation of parents (mother)
Sl.N Occupation of o respondents’ mother Frequency Percentag e 1 agricultural labour / daily 40 53 wage worker 2 working in shops/ malls - - 3 domestic servant 3 4 4 vegetable/fruits/fish vendor 2 3 5 private employee 3 4 6 govt.employee - - 7 home maker 27 6 8 any other., - - Total 75 100
Tables-1.7 gives the details of family income of the respondents. The data reveals that, since majority of the parents of the respondents are working as agricultural labourers , where they could not find work throughout the month. Majority of the respondents’ family income is below Rs.3,000/- per month (93%) which is a meager amount to feed their family. Only an significant percentage of the respondents are earning above Rs.10,000/- per month (3%) .It can be understood that the disabled with low economic status badly need financial support from the government to continue their education. Here the noteworthy point is, despite of low family incomes , the respondents are continuing their education with the motive to gain employment opportunities.
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Table-1.8
Details of the family income of the respondents
Sl.No Family income Frequency Percentage 1 below Rs.3000/- 70 93 2 below Rs.5,000/- 3 4 3 below Rs. 7,000/- - - 4 below Rs.10,000/- 2 3 5 above Rs.15,000/- - - Total 75 100
II NATURE AND HISTORY OF IMPAIRMENT
An attempt was made to understand the nature , type and levels of impairment and also family history of disability in order to assess the reasons for their impairment. It was found that majority of the respondents are having complete disability because of the genetic disorders. A considerable percentage of the parents of the respondents are having disability which may be one of the reasons for the impairment of the respondents. Table-2.1 gives the details of type of impairment. It was found that the respondents with orthopaedically handicapped constitute more percentage (40%) followed by hearing loss and speech disability (32%) , and speech disability (10%) .The percentage of visually impaired respondents constitute less (18%) than the other disabled . It might be due to lack of encouragement as they need specialized books, materials and equipment for learning.
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Table-2.1
Distribution of the respondents based on the type of impairment
Sl.No Type of impairment Frequency Percentage 1 Orthopedically Handicapped 33 40 2 Visual impairment 15 18 3 hearing loss 26 32 4 speech disability 8 10 5 intersection of 3& 4 -(7) -(9) Total (82-7) 75 100 The data reveals that majority of the respondents are having the complete disability (73%) so that they need special attention for educational needs basing on their disability (Table-2.2).
Table-2.2
Distribution of the respondents based on level of impairment
Sl.No level of impairment Frequency ercentage 1 fully 55 73 2 partially 20 27 Total 75 100
Table-2.3 gives the details of the type of visual impairment . The data reveals that majority of the visually impaired respondents are having retinal detachment which is difficult to set right the defect.( 93%).
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Table-2.3
Details of the type of visual impairment
Sl.No Details of visual Frequency percentag impairment e 1 scratched cornea 1 7 2 scratches on the sclera - - 3 diabetics-related eye conditions - - 4 dry eyes - - 5 corneal graft - - 6 retinal detachment 14 93 Total 75 100
Table-2.4 presents the level of hearing loss and speech disability of the respondents. It was found that majority of them are totally disabled ( 81%) which cannot be rectified.
Table-2.4
Level of hearing loss of the respondents
Sl.N level of impairment Frequency Percentag o e 1 Partial 5 19 2 total disability 21 81 Total 26 100
An attempt was made to examine the reasons for disability with a view to assess whether there is any chance to set right the defect. Tables-2.5 & 2.6 give the details. The data reveals that majority of the respondents occurred prenatal disability (84%) due to
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genetic disorders ( 84%) . A considerable percentage of the respondents have got the problem during post natal period ( 16%) due to infections ( 9%). A significant percentage of the respondents had become disabled due to accidents ( 5%).
Table-2.5 Disability occurred during Sl.N Disability occurred Frequency o during Percentag e 1 prenatal disability 63 84 2 postnatal disability 12 16 Total 75 100
Table-2.6 Reasons for impairment Sl.N Reasons for impairment Frequency o Percentag e 1 Genital disorders 64 86 2 Infections 7 9 3 accidents - - 4 other illness 4 5 Total 75 100
From the data it can be understood that majority of the respondents did not go for any treatment to set right the problem (55%) due to financial problems (41%) and it is not curable (32%) . Most of the respondents are not having awareness about the treatment or alternative methods to overcome the defects. It can be understood that physically challenged persons have to face the challenge throughout their life (Tables-2.7 & 2.8).
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Table-2.7 Have you gone for any treatment to set right your disability Sl.N gone for any treatment o Frequency Percentage 1 Yes 41 55 2 No 34 46 Total 75 100 Table-2.8 If no, mention the reasons Sl.N reasons for not undergone o any treatment Frequency Percentage 1 It is not curable 11 32 2 No awareness 6 18 3 Financial problems 14 41 4 any other problems 3 9 Total 34 100
Table-2.9 & 2.10 reveal that a considerable percentage of the family members of the respondents are also suffering from the disability. (24%) Among them most of the members of the respondents family have hearing and speech disability (67% & 28%) . A significant percentage of them are having visual impairment. From the analysis it can be understood that the disability may pass on to the generations together due to genetic disorders. Table-2.9 Is your family members have any disability Sl.N Disability of family o members Frequency Percentage 1 Yes 18 24 2 No 57 76 Total 75 100
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Table-2.10 Details of the type of impairment of the family members Sl.N Details of impairment o Frequency Percentag e 1 Orthopedically handicapped - - 2 Visual 1 6 3 Hearing 12 67 4 Speech disability 5 28 5 intersection 3 & 4 -(9) -(33) Total -(27-9) 18 100
III CHALLENGES Social attitudes reflected the view that persons with disabilities were unhealthy, defective and deviant. For centuries, society as a whole treated these people as objects of fear and pity. The prevailing attitude was that such individuals were incapable of participating in or contributing to the society. This negative attitude toward disability is one of the potential barriers for the disabled to achieve social equality. An attempt was made to study the attitude of the family and society towards differently abled persons. Tables-3.1, 3.2 & 3.3 present the details. From the data it can be found that almost all the respondents are facing the ill treatment from the family members like bahaviours of negligence towards disabled children (31%). Sometimes they are exploited by the family (23%) , they face different attitude (21%) . Unfortunately some are excluded by the family members because of their disability (17%). Even they are facing the same ill treatment in the society ( 32%) , abuse ( 21%), attitude (19%) and they are marginalized (13%). A significant percentage of the respondents are facing the situation always (28%) .The data reveals that the differently abled persons are experienced the ill treatment not only in the family but also from the society which reminds them
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repeatedly that they are incapable of doing things and discourages them to work for their goal. Table-3.1 Do you ever face the following treatment at home Sl.N Do you ever face the o following treatment at Frequency Percentag home e 1 Abuse 6 8 2 Attitude 16 21 3 Behaviours of neglect 23 31 4 Exploitation 17 24 5 Excluded by the family 13 17 members Total 75 100
Table-3.2 Do you ever face the following treatment in the society Sl.N Do you ever face the o following treatment in the Frequency Percentag society e 1 Abuse 16 21 2 Attitude 14 19 3 Behaviours of neglect 24 32 4 Exploitation 9 12 5 Exclusion/marginalization 2 3 6 Any other, 10 13 Total 75 100 Table-3.3 If yes, how often Sl.No If yes, how often Frequency Percentage 1 Always 21 28 2 Occasionally 21 28 3 Rarely 33 44 Total 75 100
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An attempt was made to know the problems of the disabled in the public places. Table-3.4 gives the details. They are facing the problems of inadequate public transportation (49%) and infrastructural facilities (16%) like stair cases etc. which are not suitable for their individual needs and protects their dignity and independence . They even feel difficulty in using household appliances (20%). The disabled persons are largely dependent on family because they get physical , economic and emotional support from family, friends and relatives.
Table-3.4 Do you ever face the following problems ? Sl.N Do you ever face the following o problems Frequency Percentage 1 transportation 37 49 2 climbing stairs 12 16 3 using some house hold appliances 15 20 4 any other 11 15 Total 75 100 .. People with disabilities are subject to multiple deprivations and limited opportunities in several dimensions of their lives. Their families and care givers also go through lot of stress and challenges in having a person with disability at home which ultimately leads to grave discriminating practices towards these people. Table-3.5 present the emotional feelings of the respondents. The data reveals that, the respondents feel self-pity (27%) , lose self –esteem (11%) which deteriorates their self-confidence further. Most important one is feeling of missing social events and family gatherings.(37%). A considerable percentage of the respondents are having feelings which cannot be expressed (25%).
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Table-3.5 Do you feel the following emotions Sl.N Do you feel the following o emotions Frequency Percentag e 1 Self-pity 20 27 2 loss of self-esteem 8 11 3 feeling of missing social events / 28 37 family gathering 4 any other 19 25.3 Total 75 100 The data reveals that the differently abled persons also may have their own needs (41%) , they have inner qualities such as ability to do things (31%) , and have interest towards them ( 24%) . Table-3.6 gives the details. Table-3.6 Do you feel that you are having the following qualities in you Sl.N having qualities in you o Frequency Percentag e 1 ability to do things 23 31 2 ‘needs’ of your own 31 41 3 interest towards 18 24 4 any other 3 4 Total 75 100
Disability restricts the individuals’ involvement in life situations. The disabled persons require special devices in the learning process and more specifically in their public life. An attempt was made to study the different facilities that the respondents wish to have for their convenience. Table-3.7 gives the details . The data reveals that visually impaired students wish to have special devices in the learning process like operating computer systems with special key board just like brail language and the deaf and dumb students wish to improve
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their skills through digital classes (57%) . They also wish to have modifications in public transport like ramps, supporting rods etc. (17%) and use of digital technology while crossing the roads ( 13%) It can be understood that by providing alternative facilities or modifications in the existing facilities might reduced their problem to some extent. Table-3.7 Do you wish to have different facilities in the following aspects Sl.N wish to have different o facilities Frequency Percentag e 1 education 43 57 2 using public transport 13 17 3 crossing roads 10 13 4 disabled friendly toilets 2 3 5 when using stair cases 3 4 6 any other 4 6 Total 75 100
Educational institutes should take steps to introduce innovative programs to meet the needs of physically challenged students . Special programs like counseling in various aspects in order to strengthen their self-confidence and encourage them to move towards self-dependent life. An attempt was made to examine whether the educational institutions are providing counseling facilities to the differently abled students. Table-3.8 presents the details. Surprisingly it was found that the educational institutions are not taking any initiative to suppress their depression and not arranging any motivation classes to overcome their physical defects. Career guidance and skill development programmes encourage them to continue their education and they can compete to get better employment opportunities along with the others. But it was found
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that only a few educational institutions are providing career guidance (39%) , skill development (32%) motivating classes (21%) and counseling to avoid depression (8%). Table-3.8 Do your educational institutions / training centres are providing counseling in the following aspects Sl.N Providing Counseling o in the following aspects Frequency Percentag e 1 Career guidance 29 39 2 Motivating classes 16 21 3 Skill development 27 32 4 Counseling to avoid depression 6 8 Total 75 100
IV PROSPECTS OF EMPOWERMENT Empowerment of differently abled may be defined as ‘having a number of qualities like having decision making power , access to information and resources, a range of options to make choice, assertiveness, learning to think critically, feeling part of group learning skills, changing others perceptions of one’s competency and capacity to act. Among all, the most important one is increasing one’s positive self- image and overcoming stigma. ( Judy Chamberlin 2013, National Empowerment Centre). The present study made an attempt to find out the prospects of empowering physically challenged youth. Empowerment of differently abled students can be possible when they developed their own capabilities or strengths to achieve their goals. For this purpose data relating to the life ambition of the respondents , privileges / facilities they wish to have for their success , were obtained. Tables- 4.1 & 4.2 present the details. It was found that majority of the respondents aimed to crack administrative posts at higher level like Group-I / II (57%) . A good percentage of the respondents are having
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the ambition of teaching physically impaired students. A considerable percentage of the respondents aimed to compete to work in corporate sectors (12%). A significant percentage of the respondents wish to engage in petty trade as self-employment( 8%). A few of the respondents are ready to do any work (4%) . From the data it can be understood that the differently abled students are fixed their life goals and are making an effort to have self sustenance. Table-4.1 Details of ambition in life Sl.N Details of ambition in o life Frequency Percentag e 1 To crack Civils , Group-I or II 43 57 2 Teaching physically impaired 13 17 students 3 To work in corporate sector 9 12 4 Engage in petty trade( self- 6 8 empt) 5 To become an artist 1 1 6 Any other specify 3 5 Total 75 100
Almost all the respondents are trying to be self-dependent but they do not find means to achieve their goal. From the data it can be understood that no educational institution provided the privileges / facilities that are helpful to the disabled in achieving their goals. Table-4.2 presents the details. It was found that, only fifty percent of the respondents are getting the privilege of skill development. 40% of the respondents are participating in games and sports . Only 28% of them are using zim for physical fitness to strengthen their mental health 38% of the respondents are engaging in yoga and meditation to improve their self-confidence. 34% of the respondents are participating in stress relieving activities such as drawing and 44% in music. 35% of the respondents have participated in competitions at school/colleges.
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Only 27% of the respondents have been participating in family gatherings. All the respondents wish to have special programmes like skill development, special infrastructural facilities for participation in games and sports , special provision for physical fitness , yoga and meditation facilities , special arrangements for stress relieving activities like drawing/painting ,music/dance , participation in competitions among the physically challenged youth at School, College/University level. And also frequent gatherings help them to share their feelings and create awareness about the government schemes and programmes for their empowerment.
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Table-4.2 : Do you have / wish to have the following privileges/ facilities to empower Sl.No Do you have / wish to have the following Do you have the facilities wish to have the facilities privileges/ facilities to empower Frequency Percentage Frequency percentage 1 Skill Development including computers skills, communication skills a) Yes 51 68 75 100 b)No 24 32 0 0 2 Participation in games and sports a) Yes 40 53 75 100 b) No 35 47 - - 3 Use of zim for physical fitness to strengthen mental health a) Yes 28 37 75 100 b) No 47 63 - - 4 Engaging in yoga and meditation to improve self- confidence a) Drawing/painting a) Yes 38 51 75 100 b) No 37 49 - - b) music / dance a) Yes 44 59 75 100 b) No 31 41 - - 5 Participation in stress relieving activities such as a)Yes 34 45 75 100 b) No 41 55 - - 6 participation in competitions a) Yes 35 47 75 100 b) No 40 53 - - 7 Frequent gatherings / interactions a) Yes 27 36 75 100 b) No 48 64 - - Total 75 100 75 100
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( V ) PEOPLES PARTICIPATION IN EMPOWERING PHYSICALLY CHALLENGED
Empowerment makes people powerful, able and achieve to participate. (UNO) Peoples participation plays a crucial role in human development. The government officials, non-governmental organizations, social workers, students occupy an important place in empowering the differently abled persons. The present study made an attempt to examine whether the respondents have the experience of interaction with public , officials and non-officials which help to bring them into the main stream of society. Tables-5.1, 5.2 & 5.3 present the details. It was found that the students/ scholars have interacted with the respondents in their educational institutions (59%) with a view to share their feelings and to give moral support(57%) and some of them are for project or research work(21%). Since majority of the respondents are residing in welfare homes running by the charitable trusts or Non-Governmental organizations , the management used to interact with the respondents very rarely (47%). Unfortunately the corporate sectors are inactive in interacting with the disabled (3%).
Table-5.1 Do you have the experience of interaction with any one of the following groups Sl.No experience of interaction Frequency Percentage 1 With no one - - 2 NGOs 4 53 3 Social workers 20 27 4 Students/scholars 44 59 5 Govt. officials (PDs 5 7 6 Any Organizations - - 7 Corporate sectors 2 3 8 Any other - - Total 75 100
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Table-5.2 If yes, how often ? Sl.No The experience of interaction Frequency Percentage 1 Only once 21 28 2 rarely 35 47 3 Occasionally 9 12 Total 75 100
Table-5.3 If Yes, purpose of the interaction Sl.No Purpose of the interaction Frequency Percentage 1 as a part of internship/ project / 16 21 research 2 with a view to share your feelings 43 58 and to give moral support 3 to bring you into the mainstream of 9 12 getting education and employment 4 to give some pleasure and happiness 6 8 by entertaining you 5 any other. Specify 1 1 Total 75 100
Summary and Conclusion
The present study analyses the challenges that are being faced by the differently abled youth and understand their requirements to lead self-dependent life. From the data it was found that physically challenged youth are facing negative attitude from the family and the society which demoralizes them to feel a part of the society even though they have the ability to do things, having needs of their own and interest towards improving skills. They wish to have the improved methods in teaching and learning process i.e special devises and digital classes especially for deaf and dumb and visually impaired students. It was found that no educational institution is providing counseling facilities to the differently abled persons about career guidance, skill development and to avoid depression. It was
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observed that though they are having ambition in their life to gain employment in public or private sector .No special attention was given to arrange games and sports , physical fitness , yoga or meditation for the differently abled students. They are also far away to the stress relieving activities like drawing /painting and music, dance etc due to lack of special provisions. The physically challenged people are not participating in social or community gatherings and not having any interaction with NGOs, social workers, students or scholars or any organizations even as a part of the internship/project or sharing their feelings or pleasures. In other words they are marginalized in one way or the other. In public life , they need special facilities in public transportation such as railing and ramping etc. Especially at administrative offices such as collectorate, department of social welfare etc for the convenience of the disabled. Many reports reveal that due to lack of ramps and railing, the disabled are facing great difficulty to meet the concerned officials in their respective offices. It is better, if they are provided wheel chairs with caretakers. While crossing the roads they need special attention by giving oral instructions which can lead them without any ones support.
Prospects of Empowering Physically Challenged Youth
1) Family institution plays a very crucial role in building up the personality of any individual. But it was found that parents of the differently abled are treating their children as burden and not giving any moral support to overcome their defect. Hence, the parents need counseling in order to strengthen the family bond and give support to the disabled children. The differently abled never feel alone and effort for their self-sustenance having hope about the future.
2) Since most of the disabled are from rural areas, their parents are either engaged in agricultural activities or daily wage work
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for their lively hood . Hence, the disabled students need adequate and timely financial support from the government.
3) The government has been providing scholarships to the disabled persons those who have above 40% or 70% of disability. The rates of scholarship varies .Whereas whatever the severity of the disability, it causes inconvenience to the disabled person to perform the activities for their progress. Hence the government should provide scholarships to differently abled students irrespective of their levels of disability.
4) The government should provide the services to the differently abled persons with free of cost despite of the existing nominal subsidy rates.
5) The ratio of reservation for physically handicapped is limited in education and also in employment, If the quota for disabled increased irrespective of their proportion to total population, then more disabled persons will get the opportunity .
6) The teaching staff should be well trained and able to take up the digital classes which can be successful if they are dedicated and committed. The teaching staff should be preferably trained disabled persons, so that they could better understand their requirements of the sufferers.
7) The persons (scribe) who help the visually impaired students especially who are attending to the competitive examinations should have minimum qualification and technical knowledge to attend for the disabled.
8) In College and University education special tutorial classes should be arranged for the differently abled students in order to bring them on par with the other students.
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9) In each village there should be primary and secondary schools so that there will not be any dropout in lower classes and they will go for higher education.
10) In every educational institution there should be counseling centre for students especially for the differently abled in order to share their problems and take initiative to represent the problem to the concerned authorities. And also Counseling helps the disabled to overcome the depression and it motivates them to make an effort for future.
11) The importance of Skill development including communication and computers skills is recognized by the government and thereby the educational institutions are established skill development centres in their campuses. If separate time schedule and special attention is allotted to the differently abled students , then they can also show interest to learn the soft skills which are the most essential inputs for competing the demand for employment.
12) The educational institutions should identify the disabled students and take an initiate to conduct games and sports either in between inter college or interstate.
13) Since yoga and meditation are helpful for maintaining physical as well as mental health of the people , special provisions must be arranged for the disabled students.
14) Learning and Participating in drawing / painting and music and dance are the stress relieving activities of any individual. Hence, the educational institutions should provide such facilities to the disabled students.
15) The young engineers and technical professionals should focus more on the requirements of differently abled students
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especially special devices and equipment and create or innovate the technology which is useful for them. For instance, in computer system if the key board is arranged just like brail language , the visually impaired students can use computer systems at least for preparing documents or entering the data etc.
16) Frequent gatherings of the same kind of sufferers may boost them up and they may be able to face the difficulties with courage. Hence the differently abled persons must form into associations in the educational institutions itself and continue the same in future also as alumni. The management should provide them a room and other facilities for conducting such meetings.
17) Marriage is one of the most important social institutions which lays foundation to form the basic unit of family. It was found that the disabled persons are not getting married not only because of their disability but also due to their unemployment .The government has sanctioned an amount of Rs.50,000/- when the disabled get married either to disabled or normal person. If the government could provide employment also, it would further reduce the pressure to lead the family in future.
18) State level and National level sports competitions should be organized annually among the differently abled youth which encourages them to participate in the events and they can prove their talents and capabilities.
To conclude , despite of various efforts done by the government the disabled persons are still considered as marginalized groups . It is the responsibility of every individual to bring them into the main stream of the society . The Non Governmental organizations , social workers and students should take initiative to examine the
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challenges that are being faced by the differently abled persons and try to find out the solutions to meet the challenges. The corporate sectors should feel it as their social responsibility to help the differently abled students financially and train them to improve their skills and provide them employment opportunities. The young generation who are the innovators and creators of the technology should work for the facilities of the differently abled persons. But all these will remain just as dreams if we do not have the right attitude towards the differently abled and recognize that there must be enough space for them to overcome the hurdles they face.
References:
1) S.Ganesh Kumar, Gautam Roy and Sitan Shusekhar Kar (2012) ‘Disability and Rehabilitation Services in India; Issues and Challenges” Journal of Family medicine and Primary Care , Jan-Ju.1(1); 69-73 doi-10.4103/2249-4863.94458. 2) www.ijird.com April 2013 Vol.2 Issue 4 International Journal of innovative Research and Development. ISSN, 2278 – 0211 (on line). C. Gobala Krishnan ; “Problems faced by Physically Challenged persons and their Awareness Towards Welfare Measures”. 3) N. Janardhana, D. Muralidhar, D. M. Naidu, and Guru Raghevendra (2015); “Discrimination against differently abled children among rural communities in India: Need for action” Journal of Natural Science, Biology and Medicine ,doi; 10.4103/0976-9668,149070,2015Jan-Jun;6(1);7-11 4) Disabled Persons in India A Statistical Profile 2016- Govt. of India 5) Government of India press, minto road, new delhi–110002 and published by the controller of publications, delhi–110054. 6) The indianiris.com 7) http://www.mospi.gov.in.
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IMPACT OF MARKETING MIX ON CUSTOMER SATISFACTION TOWARDS THE MOBILE NETWORK INDUSTRY IN HYDERABAD -TELANGANA STATE
Dr. Sakru Ketavath Dept. of Commerce Councellor City College DR BRAOU Osmania University, Hyderabad Abstract One of the important factors for the success of any business organization is customer satisfaction. In present scenario marketing is known as the foremost target of every organization as due to customer satisfaction long run and successful survival of their organization is possible. In the business competition environment organizations should study about the marketing mix for the targeted consumer perception, preferences, brand awareness and expectations of the customer satisfaction. The study attempts to identify the impact of marketing mix on customer satisfaction towards the mobile network industry. The study covers that the correlation between product, price, place, and promotion among the gender satisfaction. Keywords: Customer Satisfaction, Mobile Network Industry, Marketing Mix (4P’s) 1.0 Introduction: Marketing mix is the combination of different marketing decision variables being used by the firm to market its goods and services. After identifying the market and gathering the basic information about it, the next step is the direction of market programming, is to decide upon the instruments and the strategy to meet the needs of the customers and the challenge of the competitors. It offers an optimum combination of all marketing ingredients so that companies can realize goals for example profit, sales volume, market share, return on investment etc. The marketing mix is grouped under four elements i.e., Product, Price, Place, Promotion. A profitable formula of marketing operations is that mostly marketing mix changes as per marketing conditions and also with changing environmental factors. The marketing mix is a set of controllable variables that the company can use to influence the buyers responses. Thus marketing
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manager decides the level of marketing expenditure in order to achieve marketing objectives of the firm and after finalizing the market budget it is decided that how to divide total marketing budget among various tools in the marketing mix. All the four variables of marketing mix are interconnected. By increasing the price of the product, the demand of the product will be lessened and lesser distribution points will be required. On the other hand, the product USP can be such that maximum concentration is on creating brand cognisance hence better pricing for a product. Finally, the overall marketing mix can result in dynamic modeling. 2.0 Marketing Mix 4ps 2.1Product Product refers to a physical product or service for a consumer is ready to pay. It includes tangible goods like furniture; garments, grocery items etc and intangible products like services are purchased by consumers. The product is the key element of any marketing mix. 2.2 Price Price is the amount the consumer must exchange to receive the offering. As the price of a product depends on different elements and hence it is changes constantly thus the pricing should be dynamic so that it can bear the changes over duration. The important factor in pricing is the deciding the cost of the product, strategy for marketing & its expenses related to distribution, advertisement expenses or any kind of price variation in the market. Nonetheless if there is change in all the variables then generally the pricing of the product may vary accordingly. 2.3 Promotion Promotion is one of the most powerful elements in the marketing mix . Sales promotion activities are publicity, public relations, exhibition and demonstrations etc. It is marketing manager who decides the level of marketing expenditure on promotion. Promotional activities are mainly intended to supplement personal selling, advertising and publicity. Promotion helps the trader and sales force to represent the product t the consumers in an effective manner and induce them to buy. Promotion consists of different blends of its components which are used to achieve the company’s marketing goals.
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Advertising is a powerful element of promotion mix. The main aim of the advertising is to create and develop the image of a product in the market. It is one of the important tools of competition which maintains the dynamism of industry. Promotion mix decides the positioning of the product in the target market. It should be considered as expenditure and hence added to the cost of a product. 2.4 Place It includes distribution channels, warehousing facilities, mode of transportation and inventory control management thus it is a mechanism through which goods and services are moved from the service provider and manufacturer to consumer. If the product is a business product then a business team is required to interact with different clients and ensure the availability of the product for them. Distribution has a huge effect on the profitability therefore a firm should have excellent supply chain and logistics management plan for distribution. 2.5 Customer Satisfaction
Customer satisfaction is a psychological law based on perception and degree of satisfaction. For meeting customer’s requirement, high quality of products and services should be provided. A business term is there to measure how products and services supplied by a company meet or surpass customers’ expectations is known as customer satisfaction. Customer satisfaction is known as one of the perspective of balanced scorecard and seems as a key performance indicator. For surviving in this competitive marketing place and marking differentiation between satisfaction is seems to an important key element to make the business strategy. For successful marketing, five key steps are there:
Target To Your Customers Understanding Your Customers Making Values For Target Customers Communication of Values Making Easy For Customers To Buy That Value
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2.6 Mobile Network Industry in India The Wireless Communication is the fastest growing segment of the Indian Telecom Industry. Through the development of wireless communication, it has become easier to transmit information between two or more points that cannot be connected by an electrical conductor. The wireless technologies being employed presently by the Indian Telecom Industry are Cellular (mobile) phones, Television, Radio etc. The private telecom operators now dominate the wireless market. However, this was not the case in the beginning. The changes in the market structure were mainly due to the changes in the National Telecom Policy of 1999. The Government of India is providing benefits to private players to grow in this sector. Mobile phone communication is one of the best known examples of wireless technology and is also known as cellular phone communication. The major operators in the wireless field are Bharati Airtel, Vodafone, Reliance Communications, Idea Cellular, Tata Indicom and BSNL/MTNL. The Wireline Communication focuses mainly on landlines. Fixed Telephones are facing stiff competition from mobile phones. The fixed telephones network quality has presently improved a lot and these phones are now available even in high density urban areas on demand. The Public telecome operators like BSNL and MTNL dominate the wireline market followed by the private operators India has the world’s second largest telecom network after China in terms of both fixed as well as mobile communication. India had a subscriber base of 1058.86 million till the end of March’16 in terms of fixed and mobile communication and with 462 million internet subscription as of July 2016. India stood third highest in terms of total internet users in 2016. As of march 2016 urban telecom density stood at 154.01 percent to rural density 51.17 percentages. 3.0 Review of Literature: Ehmke, Fulton, Lusk (2016) The price includes a fair assessment of the product, e.g., a good price for a good product. Pruskus (2015) "Marketing mix - a set of relevant factors and solutions that enable customers to meet the (national) needs and achieve the goals set by the company
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Rad, Akbari (2014) Marketing mix is a controllable part of marketing tools that affects the demand and increases it (Jonathan Ivy, 2008: 298). By the compound, mix, or a combination, it is meant that the four ps (product, price, promotion, place) should have an established and coordinated systematic approach in order to have effective influence on persuading the customers. In other words, the right product at affordable prices is accompanied by better distribution and use of appropriate communication techniques and they act together in costumers' views.
Sereikienė-Abromaitytė (2013) Marketing mix means the product, distribution, promotion and pricing strategies to produce and carry out exchanges and achieve the target markets. "Marketing mix - interrelated actions and solutions to meet consumer needs and to achieve the company's marketing goals, a whole" Owomoyela, Olasunkanmi, Oyeniyi (2013) The price is the amount that the consumer must pay, that would involve exchanges, so the price of the product depends on the different elements of change. The price is the only marketing element, on which income and all other elements are related to the cost. Thus, price is one of the factors affecting the consumer, because it helps him to understand the value of the product. Also, the price can be specified as an actual or valuable, giving value, and the price of companies to identify their products or services in the role as the regulation of its marketability. Singh (2012) Marketing mix is the combination of different marketing decision variables being used by the firm to market its goods and services. After identifying the market and gathering the basic information about it, the next step is the direction of market programming, is to decide upon the instruments and the strategy to meet the needs of the customers and the challenge of the competitors. It offers an optimum combination of all marketing ingredients so that companies can realise goals for example profit, sales volume, market share, return on investment etc. The marketing mix is grouped under four elements i.e., Product, Price, Place, Promotion. Riaz (2011) Marketing mix is defined as set of controllable marketing tools that a company uses to create a desired response in the targeted market. (Set of these tools is generally referred to as 4P’s of Marketing, being Product, Price, Promotion and Place.
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4.0 Research Methodology Sampling Design: The this study is based on the customer satisfaction of mobile network users of Airtel, IDEA, BSNL, JIO (reliance), selected form Hyderabad city, Telangana State. The population of sample size is 100 respondents. 4.1 Hypothesis Ho: there is no significant difference service provider and satisfaction level of customers marketing mix (4P’s) Ho: there is no association service provider and satisfaction levels of customers marketing mix (4P’s) 4.0 Data Analysis Table-1 Age Mobile Phone Network Below 25 25 - 35 Above 35 Service Users Years Years Years Total Airtel 18 16 5 39 (36.73%) (47.06%) (29.41%) (39.00%) JIO 25 16 9 50 (51.02%) (47.06%) (52.94%) (50.00%) IDEA 5 2 3 10 (10.20%) (5.88%) (17.65%) (10.00%) BSNL 1 0 0 1 (2.04%) (0.00%) (0.00%) (1.00%) Total 49 34 17 100 (100.00%) (100.00%) (100.00%) (100.00%)
The above table-1 reveals that the no of respondents of age group of below 25 years Airtel respondents were 18(36.73%), Jio respondents were 25(51.02%), IDEA respondents were 5 (10.20%) and BSNL respondents were 1(2.04%). age group 25-35 years Airtel respondents were Jio respondents were 16(52.94%), IDEA respondents were3 (17.25%) and BSNL respondents were 0(0.00%). age group above 35 years Airtel respondents were 5(29.41%), Jio respondents were 9(52.94%), IDEA respondents were3 (17.65%) and BSNL respondents were 0(0.00%).
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Table-2
Education qualification level Mobile Phone Network Service Primary Under Post Users Education Intermediate Graduate Graduate Total Airtel 14 11 11 3 39 (38.89%) (39.29%) (44.00%) (27.27%) (39.00%) JIO 20 12 11 7 50 (55.56%) (42.86%) (44.00%) (63.64%) (50.00%) IDEA 2 4 3 1 10 (5.56%) (14.29%) (12.00%) (9.09%) (10.00%) BSNL 0 1 0 0 1 (0.00%) (3.57%) (0.00%) (0.00%) (1.00%) Total 36 28 25 11 100 (100.00% (100.00%) (100.00%) (100.00%) (100.00%) )
The above table -2 reveals that the no of respondents of education qualification level Pramary education Airtel respondents were 14(38.89%), Jio respondents were 20(55.56%), IDEA respondents were 2 (5.56%) and BSNL respondents were 0(0.00%). Intermediate Airtel respondents were 11(36.29%), Jio respondents were 12(42.86%), IDEA respondents were 4 (14.29%) and BSNL respondents were 1(3.57%). Under Graduate respondents were 11(44.00%), Jio respondents were 11(44.00%), IDEA respondents were 3 (12.00%) and BSNL respondents were 1(3.57%). Post Graduate respondents were 3(27.27%), Jio respondents were 7(63.64%), IDEA respondents were 1 (9.90%) and BSNL respondents were 0(0.00%).
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Table-3 Mobil Occupation e Phon e
Netw ork Servic e Govt/PVT. Profession Business Users Employee al Student Man Others Total Airtel 9 7 9 9 5 39 (40.91%) (31.82%) (40.91%) (39.13%) (45.45%) (39.00%) JIO 10 12 11 12 5 50 (45.45%) (54.55%) (50.00%) (52.17%) (45.45%) (50.00%) IDEA 3 3 1 2 1 10 (13.64%) (13.64%) (4.55%) (8.70%) (9.09%) (10.00%) BSNL 0 0 1 0 0 1 (0.00%) (0.00%) (4.55%) (0.00%) (0.00%) (1.00%) Total 22 22 22 23 11 100 (100.00 (100.00%) (100.00%) (100.00%) (100.00%) (100.00%) %)
The above table-3 reveals that the no of respondents occupation Govt. employee Airtel respondents were 9(40.91%), Jio respondents were 10(54.55%), IDEA respondents were 3 (13.64%) and BSNL respondents were 0(0.00%). Professional Airtel respondents were 7(31.82%), Jio respondents were 12(54.55%), IDEA respondents were 3 (13.64%) and BSNL respondents were 0(0.00%). Students Airtel respondents were 9(40.91%), Jio respondents were 11(50.00%), IDEA respondents were 2 (8.70%) and BSNL respondents were 1(4.55%). Business Man Airtel respondents were 9(39.13%), Jio respondents were 12(52.17%), IDEA respondents were 2 (8.70%) and BSNL respondents were 0(0.00%). Others Airtel respondents were 5(45.45%), Jio respondents were 5(45.45%), IDEA respondents were 1 (9.09%) and BSNL respondents were 0(0.00%).
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Table-4 Mobile Customer satisfaction Level Products phone service Products HS S N DS Total Prepaid 34 43 9 1 87 (87.18%) (86.00%) (90.00%) (100.00%) (87.00%) Post 5 7 1 0 13 Paid (12.82%) (14.00%) (10.00%) (0.00%) (13.00%) Total 39 50 10 1 100 (100.00%) (100.00%) (100.00%) (100.00%) (100.00%)
The above table-4 reveals that the no of respondents customer satisfaction level of different products of mobile phone service providers Prepaid and Post Paid Highly Satisfied respondents were 34(87.18%) and 5(12.82%) , Satisfied respondents were 43(86.00%) and 7(14.00%), Neutral Respondents were 9(90.00%) and 1(10.00%) , Dissatisfied respondents were 1(100.00%) and 0(0.00%). Chi-Square Tests Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 28.570a 9 .001 Likelihood Ratio 21.601 9 .010 Linear-by-Linear 14.861 1 .000 Association N of Valid Cases 100 a. 10 cells (62.5%) have expected count less than 5. The minimum expected count is .01.
The above table chi-square test reveals that person chi-square value is 28.570 at degrees of freedom 9 at 5% the two tail significance level 0.001 is less than 0.05. Hence it concludes that there is a
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significant difference between the products of service provider’s satisfaction levels. Spearman Correlation Test Asymp. Std. Approx. Approx. Value Errora Tb Sig. Interval Pearson's by R -.022 .091 -.213 .831c Interval Ordinal by Spearman -.012 .096 -.119 .906c Ordinal Correlation N of Valid Cases 100 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation.
The above table Pearson’s R value is -0.022 and Spearman correlation value is -0.012. at 5% the two tail significance level 0.831 is greater than 0.05. Hence it concludes that there is no association between the products of service provider’s customer satisfaction level.
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Table-5 Customer satisfaction Level Price Charges HS S N DS Total Airtel 22 16 1 0 39 (56.4%) (32.0%) (10.0%) (0.0%) (39.0%) JIO 15 30 5 0 50 (38.5%) (60.0%) (50.0%) (0.0%) (50.0%) IDEA 2 3 4 1 10 (5.1%) (6.0%) (40.0%) (100.0%) (10.0%) BSNL 0 1 0 0 1 (0.0%) (2.0%) (0.0%) (0.0%) (1.0%) 39 50 10 1 100 100.0% (100.0%) (100.0%) (100.0%) (100.0%)
The above table-6 reveals that the no of respondents customer satisfaction level of price charges of Airtel Highly Satisfied respondents were 22(56.4%), JIO respondents were 15(38.5%), IDEA respondents were 2(5.1%) and BSNL respondents were 0(0.00%) , Airtel Satisfied respondents were 16(32.0%), JIO respondents were 30(60.00%) , IDEA respondents were 3(6.0%) and BSNL respondents were 1(2.00%), Airtel Neutral Respondents were 1(10.00%), JIO respondents were 5(50.00%), IDEA respondents were 4(40.00%) and BSNL respondents were 0(0.00%) , Airtel Dissatisfied respondents were 0(0.00%), JIO respondents were 0(0.00%), IDEA respondents were 1(100.00%) and BSNL respondents were 0(0.00%).
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Chi-Square Tests
Value df Asymp. Sig. (2-sided) Pearson Chi- 28.570a 9 .001 Square Likelihood Ratio 21.601 9 .010 Linear-by-Linear 14.861 1 .000 Association N of Valid Cases 100 a. 10 cells (62.5%) have expected count less than 5. The minimum expected count is .01. The above table chi-square test reveals that person chi-square value is 28.570 at degrees of freedom 9 at 5% the two tail significance level 0.001 is less than 0.05. Hence it concludes that there is a significant difference between Customer satisfaction Level Price Charges. Spearman Correlation Test Val Asymp. Appro Approx. ue Std. Errora x. Tb Sig. Interval by Pearson's .387 .091 4.160 .000c Interval R Ordinal by Spearman Ordinal Correlatio .363 .093 3.853 .000c n N of Valid Cases 100 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation.
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The above table Pearson’s R value is 0.387 and Spearman correlation value is 0.363 at 5% the two tail significance level 0.000 is less than 0.05. Hence it concludes that there is a no association between the products of service provider’s customer satisfaction level. Table-6 Customer satisfaction Level Network Connection at different Places HS S N DS Total Airtel 17 21 1 0 39 (53.13%) (36.84%) (10.00%) (0.00%) (39.00%) JIO 13 32 5 0 50 (40.63%) (56.14%) (50.00%) (0.00%) (50.00%) IDEA 2 3 4 1 10 (6.25%) (5.26%) (40.00%) (100.00%) (10.00%) BSNL 0 1 0 0 1 (0.00%) (1.75%) (0.00%) (0.00%) (1.00%) 32 57 10 1 100 (100.00%) (100.00%) (100.00%) (100.00%) (100.00%)
The above table-6 reveals that the no of respondents customer satisfaction level of Network Connection at different Places of Airtel Highly Satisfied respondents were 17(53.13%), JIO respondents were 13(40.63%), IDEA respondents were 2(6.25%) and BSNL respondents were 0(0.00%) , Airtel Satisfied respondents were 21(36.84%), JIO respondents were 32(56.14%) , IDEA respondents were 3(5.26%) and BSNL respondents were 1(2.00%), Airtel Neutral Respondents were 1(10.00%), JIO respondents were 5(50.00%), IDEA respondents were 4(40.00%) and BSNL respondents were 0(0.00%) , Airtel Dissatisfied respondents were 0(0.00%), JIO respondents were 0(0.00%), IDEA respondents were 1(100.00%) and BSNL respondents were 0(0.00%).
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Chi-Square Tests
Value df Asymp. Sig. (2-sided) Pearson Chi- 28.570a 9 .001 Square Likelihood 21.601 9 .010 Ratio Linear-by- Linear 14.861 1 .000 Association N of Valid 100 Cases a. 10 cells (62.5%) have expected count less than 5. The minimum expected count is .01. The above table chi-square test reveals that person chi-square value is 28.570 at degrees of freedom 9 at 5% the two tail significance level 0.001 is less than 0.05. Hence it concludes that there is a significant difference between network providers Customer satisfaction Level Price Charges. Spearman Correlation Test Asymp. Std. Approx. Approx. Value Errora Tb Sig. Interval by Pearson's R .387 .091 4.160 .000c Interval Ordinal by Spearman .363 .093 3.853 .000c Ordinal Correlation N of Valid Cases 100 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation.
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The above table Pearson’s R value is 0.387 and Spearman correlation value is 0.363. at 5% the two tail significance level 0.000 is less than 0.05. Hence it concludes that there is a significant no association between the products of service provider’s and customer satisfaction level. Table-7 Customer satisfaction Level Promotions HS S N DS Total Airtel 39 0 0 0 39 100.0% 0.0% 0.0% 0.0% 39.0% JIO 0 50 0 0 50 0.0% 98.0% 0.0% 0.0% 50.0% IDEA 0 1 9 0 10 0.0% 2.0% 100.0% 0.0% 10.0% BSNL 0 0 0 1 1 0.0% 0.0% 0.0% 100.0% 1.0% 39 51 9 1 100 100.0% 100.0% 100.0% 100.0% 100.0% The above table-7 reveals that the no of respondents customer satisfaction level of promotions of Airtel Highly Satisfied respondents were39(100.00%), JIO respondents were 0(0.00%), IDEA respondents were 0(0.00%) and BSNL respondents were 0(0.00%) , Airtel Satisfied respondents were 0(0.00%), JIO respondents were 50(98.0%) , IDEA respondents were 1(2.0%) and BSNL respondents were 0(0.00%), Airtel Neutral Respondents were 0(0.00%), JIO respondents were 0(0.00%), IDEA respondents were 1(2.0%) and BSNL respondents were 0(0.00%) , Airtel Dissatisfied respondents were 0(0.00%), JIO respondents were 0(0.00%), IDEA respondents were 0(0.00%) and BSNL respondents were 1(100.00%).
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Chi-Square Tests Asymp. Sig. (2- Value df sided) Pearson Chi- 288.235a 9 .000 Square Likelihood 188.178 9 .000 Ratio Linear-by- Linear 96.860 1 .000 Association N of Valid 100 Cases a. 11 cells (68.8%) have expected count less than 5. The minimum expected count is .01. The above table chi-square test reveals that person chi-square value is 288.235 at degrees of freedom 9 at 5% the two tail significance level 0.00 is less than 0.05. Hence it concludes that there is a significant difference between Net providers and Customer satisfaction Level Promotions. Spearman Correlation Test Asymp. Std. Approx. Approx. Value Errora Tb Sig. Interval by Pearson's R .989 .011 66.595 .000c Interval Ordinal by Spearman .993 .007 86.151 .000c Ordinal Correlation N of Valid Cases 100 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation.
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The above table Pearson’s R value is 0.989 and Spearman correlation value is 0.993 at 5% the two tail significance level 0.000 is less than 0.05. Hence it concludes that there is a no association between the Promotions of service provider’s and customer satisfaction level. 5.0 Conclusion: Form the above study the highest no of respondents using JIO network services and flowed by Airtel, IDEA and BSNL. The satisfaction level of consumers of 4ps Product, Out of 100 respondent’s 77 respondents’ satisfied prepaid products and 12 respondents satisfied by post paid service providers. Satisfaction level of Price charges Out of 100 respondents of 38 Airtel satisfied,45 JIO respondents satisfied, 5 IDEA respondents satisfied and one responded satisfied by BSNL. Satisfaction level of network connection at different Place out of 100 respondents 38 Airtel satisfied 45 JIO respondents satisfied, 5 IDEA respondents satisfied and one responded satisfied by BSNL., Satisfaction level of Promotion out of 100 respondents 39 Airtel satisfied, 50 JIO respondents satisfied, One IDEA respondents satisfied, and no responded satisfied by BSNL. 5.1Chi-Square Test: Impact of service provides and satisfaction level of customers of 4P’s there is a significant difference between the products of service provider’s satisfaction levels. There is a significant difference between Customer satisfaction Level Price Charges. There is a significant difference between network providers Customer satisfaction Level Price Charges. There is a significant difference between Net providers and Customer satisfaction Level Promotions. 5.2Correlation Test: Association service provides and satisfaction levels of customers of 4P’s there is a no association between the products of service provider’s customer satisfaction level. There is no association between the products of service provider’s customer satisfaction level. There is a significant no association between the products of service provider’s and customer satisfaction level. There is a no association between the Promotions of service provider’s and customer satisfaction level.
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References
1. Assael, Henry, and John Keon (1982), "Non-Sampling vs. Sampling Errors in Survey Research", Journal of Marketing, 46, 114-123.
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4. Ehmke, C., Fulton, J., Lusk, J. Marketing’s Four P’s: First Steps for New Entrepreneurs. Department of Agricultural Economics. ttps://www.extension.purdue.edu/extmedia/ec/ec- 730.pdf
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6. Owomoyela, S.K, Olasunkanmi, O., Oyeniyi, K.O. Investigating the impact of marketing mix elements on consumer loyalty: an empirical study on negerian breweries PLC. Interdisciplinary journal of contemporary research in business. Vol. 4, no.11. 2013. http://journal-archieves30.webs.com/485-496.pdf
7. Pruskus, V. Politinė rinkodara komunikacijos kontekste: samprata, funkcijos irpriemonės. Vol. 23 Issue 2, p149-158. 10p. 2015.
8. Rad,H.S., Akbari, Z. The Role of Brand and Advertising in Marketing Mix (A Review of Marketing Mix). Interdisciplinary journal of contemporary research in business, 2014, Vol. 6., No.7., p.p.114-127/
9. Riaz, W. Marketing Mix, Not Branding. Asian Journal of Business and Management Sciences. 2011, Vol. 1 No. 11, p.p. 43- 52.
10. Singh, M. Marketing Mix of 4P’S for Competitive Advantage, IOSR Journal of Business and Management (IOSRJBM). 2012, Volume 3, Issue 6 (Sep,-Oct.). http://iosrjournals.org/iosr- jbm/papers/vol3-issue6/G0364045.pdf?id=5454
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11. Sereikienė-Abromaitytė, L. Žiniasklaidos rinkodara. Vadovėlis. Klaipėda. 2013. 12. Singh, M. Marketing Mix of 4P’S for Competitive Advantage. IOSR Journal of Business and Management (IOSRJBM). 2012, Volume 3, Issue 6 (Sep,-Oct.). http://iosrjournals.org/iosr- jbm/papers/vol3-issue6/G0364045.pdf?id=5454
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A STUDY OF PROMOTIONAL STRATEGIES ADOPTED BY LEADING BANKS IN INDIA Dr. Richa Singhal Assistant Professor S. S. Jain Subodh PG College Jaipur
Abstract
Promotional strategies are the ways to implement the promotional methods and promotional plans. There are plenty of important factors which affects promotional strategies such as industry influences namely product, product uniqueness, and technology orientation of the industry and cultural specificity of the product. The export market influence will include two factors; similarity of legal regulation and competitiveness of export market.
Message Strategy: Message strategy includes message content, message structure, messagesource etc. Message content includes appeal, theme, idea, or unique selling proposition(USP). The appeals are rational, emotional and moral.
Celebrity Endorsement: Celebrity endorsement has now become a path breaking strategy inadvertising to make the message noticeable. It is known as the source of message. Message source also play a significant role in message strategy. Messages delivered by attractive or popular sources achieve higher attention and recall.
Channel Strategy: Personal communication channels let two or more persons communicate face-to-face, person to audience, over the telephone, or through e-mail. In banking services telemarketing and personal contact of salesperson are the examples of personal communication channels. Non-personal channels are
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communications directed to more that one person and include media, sales promotions, events and experiences, and public relations. Marketers use to choose one or another channel strategy from time to time.
Communication Mix Strategy: communication mix is the mix of all promotional methods.Marketers allocate the marketing communications budget over all major modes of communication- advertising, sales promotion, public relations and publicity, events and experiences, direct marketing, interactive marketing, word-of- mouth marketing, and the sales force.
Integrated Marketing Communications Strategy (IMC): Integrated MarketingCommunication is a concept of marketing communication planning that recognizes the added value of a comprehensive plan that evaluates the strategic roles of a variety of communications disciplines – for example, general advertising, direct response, sales promotion, and public relations-and combines these disciplines to provide clarity, consistency, and maximum communications impact.
360 Degree Marketing Communication Strategy: 360 degree marketing frameworkconsists of designing and implementing marketing strategies with all angles. In present study the effort has been made to find out best promotional tools for promoting banking services. Promotion of banking services is significantly different from promotions of good and other services. Banking operations are related to financial aspects, so customers are more bothered about the service quality and security of their funds.
Key Words: Product Uniqueness,360 Degree Marketing,Integrated Marketing Communications, Communication Mix Strategy, Channel Strategy, Celebrity Endorsement.
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REVIEW OF LITERATURE
Das (2003) stated that the conventional 4 Ps framework seems to be less effective when it comes to marketing service. The unique characteristics of the services are discussed in this study, which indeed affects the promotion of the services also.
Grove, Carlson, Dorsch (2002) found that the services advertising differ significantly from product advertising. Service advertising stresses more upon tangiblizing the intangible service offerings. Their study also found that services also differ from each other like there must be different promotional strategies for Education, Banking and Retailing services. The aspect of service intangibility has been focused by number of researchers.
Mortimer and Mathews (1998) explored four roles of service marketers viz. tangibles the offerings, show the service encounter, encourage word-of-mouth communication and build a strong brand image.
Rust et al. (1996) recommended advertising as the most effective tool for services marketing specially for positioning a new service and also for reminding the customers. When a brand performs well advertising can give a multiple positive impact on the customers.
George and Berry (1981) revealed that making services tangible is very important. It reduces the risk when a person thinks about purchasing any service. Customer gets a clear idea about the service when service marketer give physical evidences to make the service tangible. He clarified that through effective contents in advertisement marketers can do it easily. The impact of advertisements can also be utilized in word of mouth communications also.
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OBJECTIVES OF THE STUDY
1. To know about the various promotional strategies for people, process & physical evidence of Private, Public sectors and foreign banks in India
2. To make a comparative analysis of customers' perception for promotional strategies with reference to people, process & physical evidence of private, public sector and foreign banks in India
3. To find out the key marketing tools for banking services on the basis of customers' responses.
4. To Analyze Customers‟ Bank Selection Criteria in Customers‟ and Executives‟ Opinion to Recommend Key Inputs in Banks‟ Promotional Contents.
5.To Make Analysis of the Various Promotional Tools adopted by Banks in India.
6.To Check the Customer’s Exposure and Experience for Different Promotional Tools adopted by the Banking Sector in India.
SCOPE OF THE STUDY
The survey has been conducted in Delhi and National Capital Region in which (5 major cities) Delhi, Ghaziabad, Faridabad, Noida and Gurgaon have been included in the study. The branches of banks were selected on random basis. 30 customers on judgement basis have been selected from each branch and a total number of 30 branches of 10 banks are includedin the study.
The leading banks for the study are selected on the basis of their total of „Total Income‟ of two subsequent years (FY 2014-15 and FY 2015- 16) out of all those 27 banks who have their Promotional Expenses average Rs. 10 crores per year or more in the mentioned two years.
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These all banks have shown their performance as true representatives of IndianBanking System. The total 10 banks is a good composition of 4 Public sector banks, 3 Private Sector Banks and 3 Foreign Banks. All these banks have a wide variety in their (Promotional Expenses) Advertising and Publicity Expenses. Some of the spend a huge amount on Promotional Expenses and have promotion as a part of their major activities but some banks, specially Public Sector Banks (Excluding SBI) still have a mindset to enjoy their goodwill of being Public Sector Enterprise.
SAMPLE SIZE- The total 10 banks is a good composition of 4 Public sector banks, 3 Private Sector Banks and 3 Foreign Banks.Study mainly focus on the views of customers and Executives on their Bank Selection Criteria, preferences for promotional methods, major promotional methods and other promotional strategies. Basically customers prefer usually those methods which are in their approach. As customers have a perception and mindset about goods and services they also have a perception about promotional methods. In customers viewpoint Advertisement on television is considered as most prestigious among all promotional methods.
The Executives have also been approached to get their preferences about Bank Selection Criteria and other responses regarding the promotional methods of their own bank and in banking industry.
RESEARCH DESIGN
The present study is descriptive in nature. It contains descriptions of phenomena or characteristics associated with the current subject population and basically answer the questions who, what when where and how of the topic. The estimations have been done in this study for proportions of a population that uses banking services. And the study
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tries to discover association among different promotional methods of promotion and criteria of bank selection.
The banks for the study have been shown in following table:
Public Sector Private Sector Foreign Banks Banks Banks State Bank of India HDFC Bank Standard Chartered Bank Punjab National Bank ICICI Bank HSBC Bank Bank of Baroda Axis Bank Citi Bank Allahabad Bank DATA ANALYSIS:
This is important to know that which are the advertising and promotional appeals being used in promotional campaigns as per the observations and experience of the customers. The analysis is highly focused to find out all critical factors for each and every aspect of the promotional strategies which may be useful in decision making. There are separate discussions on the various constituents of different methods of promotions such as Advertising is the major method of promotion and its constituents are advertising through newspapers, television, radio, outdoor advertising, internet advertising and so on. Similarly the analysis for other methods of promotion (Sales Promotion, Direct Marketing, Publicity/Public Relations etc.) has also been done with their constituents.
The analysis has also been done of the various aspects related to social, education and information aspects of advertising and the comparative discussions has been done for the same among customers and executives. Comparative analysis customers and executives give a different level and structure the think about the designing of
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Promotional Strategies of Banks in India. Customer’s responses are very important to know about their typical consumer behavior. The differences in consumers opinion about the same if differs from executive’s opinion, then the discussion gives a significant scope to the executives to rethink on their ongoing promotional campaigns.
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General Information about Respondents
Table 1-Demographic Profile of Customer Respondents Variable No. of respondents % age Gender Male 317 79.25 Female 83 20.75 Total 400 100 Age Below 25 97 24.25 25-40 192 48.00 Above 40 111 27.75 Total 400 100 Income (per month) Below 20,000 60 15.00 20,000-40,000 209 52.25 Above 40,000 131 32.75 Total 400 100 Education Below Graduation 48 12.00 Graduation 122 30.50 Above Graduation 230 57.50 Total 400 100 Occupation Business 104 26.00 Service 262 65.50 Student 34 8.50 Total 400 100 Table 1 Respondents in the present study have mixed demographic characteristics. Thereare 79.25% males and 29.75% female respondents. Most of the (48%) respondents are from the age group of 25-40 followed by the age group of above 40 and below 25 almost equally with 27.25% and 24.25% respectively. In the category of income, the maximum is the 20,000-40,000, i.e. 52.25% which is followed by Above 40,000 with 32.75% and Below 20,000 with 15% only. Most of the respondents
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(57.5%) come under Post „Graduation or above in the level of education which is followed by Graduation with 30.5% and Below Graduation with 12%. In the occupation category, Maximum respondents are in Service and salaried people (65.5%), which are followed by business class with 26% and very less strength of students with 8.5%
Figure 1-Demographic Profile of Respondents – Gender z Source of the Information Response % Age Through Advertisement 37 09.25 Through Sales Person of the bank 61 15.25 Through Friends/ Relatives/ Family Member/Colleagues 85 21.25
Through your Employer/ Employers‟ Choice/Salary Account 144 36.00 Through Telephonic Call 47 11.75 Through Internet (Bank Website) 12 03.00
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Through E-Mail 14 03.50 Total 400 100 Table 2- Source of Information for Customers before availing the Services of Particular Bank
Availing the Services of Particular Bank
Table 2 presents the sources of information about the bank for the customers beforeselection of a particular bank to avail the service. Maximum number of customers are availing the service of a particular bank because it is the choice of their employer (36%) which is followed by the recommendations of friends/relatives or family members/colleagues with 21.25% and Through sales person of the bank, 15.25% rest of the information sources are collective accountable for 26.5% in attracting customers for a bank.
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Table 3 - Various Banking Services Availed By Customers
Services Response Total % Age Saving Account 358 400 89.50 Current Account 59 400 14.75 Personal Loan 38 400 9.50 Housing Loan 63 400 15.75 Car Loan 102 400 25.50 Demat Account 2 400 0.50 Credit Card 192 400 48.00 Money Transfers 12 400 3.00 Demand Draft 271 400 67.75 Custodial Services 23 400 5.75 Fixe d Deposits 55 400 13.75 Mutual Funds 6 400 1.50
Figure 3 - Various Banking Services Availed By Customers
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Table 3 reveals the variety of services. The services have been listed which are availedmaximum by the banking customers. As one customer can avail a variety of services so multiple choices were valid in the question. Saving account customers has come out to be the maximum availed service by 89.5% of the customers, followed by Demand draft by 67.5% and Credit Cards with 48%. Car Loan, Housing Loan, Current Account and fixed deposit are the other major services availed by the banks‟ customers with 22.5%, 15.75%, 14.75% and 13.75% respectively. However a little number of respondents also avail the other services like Personal loan, Demat Account, Money transfers, Custodial Services and Mutual Funds.
Demographic profiles of Executive Respondents
Bank executives have been defined for present study as the employees of bank senior and operational level, who are compulsorily on the roll of the organization. Table 5.4 presents the demographic profile of executive respondents. Out of a total of 160 executive respondents, 76.25% are male and rests 23.75% are female respondents. Regarding the age of the respondents, most of the executives were in the age group of 25-40 (60.62%) followed by Above 40 (25%) and Below 20 group 14.37%. Below 25 groups represents most of the sales executive of private sector banks.
In the category of education a good number of executives are Post Graduate and above (85.62%), followed by the graduates with 14.37%. The employees were selected on the judgment basis in the banks, based on the person with 3 or more years’ experience in the banking industry. The responses reflect that 38.12% of the employees are of 5-10 years of experience, which is closely followed by the group of above 10 years with 34.37% and 3-5 years with 27.5%.
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Variable No. of respondents % age Gender Male 122 76.25 Female 38 23.75 Total 160 100 Age Below 25 23 14.37 25-40 97 60.63 Above 40 40 25.00 Total 160 100 Education Graduation 23 14.37 Above Graduation 137 83.63 Total 160 100 Experience in Banking Industry 3-5 Years 44 27.50 5-10 Years 61 38.12 Above 10 Years 55 38.38 Total 160 100 Table 4 - Demographic profiles of Executive Respondents
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Figure 4 - Demographic profiles of Executive Respondent Promotional Methods Adopted By Leading Banks
The study has its main objective to find out and anlayse the promotional strategies adopted by leading banks in India. Executives were asked the question about 17 promotional tools under the 5 major methods of promotions (Advertising, Sales Promotion, Publicity/Public Relations, Personal Selling and Direct Marketing). The responses have been captured on a 5 point likert scale for the extent to which the tools are being adopted by banks in India.
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Descriptive Analysis of Promotional Methods Adopted by Leading Banks
Table 5 - Descriptive Analysis of Executive’s Responses for the ,Extent to which promotional tools are being adopted by banks
Descriptive Statistics N=160 Variable Mean Std. Promotional Methods Codes Deviation Advertising on T V ATV 4.69 0.46 Ads through Hoardings, Banners, Posters AOOH 4.51 0.67 Advertising in Newspapers ANP 4.11 0.86 Advertising in Journals/Magazines AJM 3.7 0.93 Gifts on availing Specified Services GSS 3.66 1.18 Interest Rate Variations IRV 3.67 1.09 E-Mail EML 3.57 1.28 Direct Mail/ Catalogs/ Letters etc. DM 3.49 1.21 Cash Back on Credit Card CBCD 3.39 1.33 Personal Contact by Sales Person of Bank PCS 3.31 1.21 Internet Advertising INTA 3.26 0.98 Tele Calling TC 3.21 0.98 Seminars and Events Organized by Banks SE 3.20 1.07 Advertising in FM Radio/ Other Radio ARD 3.05 1.17 News about banks in TV or Newspaper NNP 2.79 1.37 Reports and Brochures SRB 2.78 1.18 SMS Marketing SMS 2.44 1.38
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Indian banks are adopting the major traditional tools. As per the responses of Executives and Employees we can trace out from Table 5 that „Advertising on Television and Out ofHome Advertising is being used by leading Indian banks maximum with a weighted meanvalue of 4.59 and 4.51 respectively. These are closely followed by Advertising inNewspapers (Mean Value 4.11).
The promotional tools such as Advertising in Journals and Magazines (3.70), Gifts onAvailing Specific Services (3.66), Interest Rate Variations (3.67) and E-Mail Marketing (3.57) have adopted by leading Indian banks as their prime promotional tools.
Customers‟ Exposure to Promotional Methods Adopted by Banks
Customer’s Exposure or experience regarding promotional tools is analyzed to know that which are the promotional tools most seen or experienced by the customers. Basically this in an effort to compare the promotional methods adopted by banks and they are experienced and seen by customer so that the differences can be traced out. The another purpose of analysis of Customer Exposure and Experience towards Promotional tools is that Bank marketers should concentrate more on those tools only which are maximum experiences by customers, The methods which have maximum and most convenient reach and visibility. For the purpose descriptive and factor both the analyses have been done. Factor analysis is followed by the descriptive analysis of customer’s exposure and experience towards promotional methods.
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Descriptive Analysis of Customer’s Exposure to Advertisement and Promotion
Table 6- Descriptive analysis of Customer’s Exposure towards Promotional Methods
Descriptive Statistics N=400 Std. Promotional methods Mean Deviation 1 Advertising on T V ATV 4.48 0.71 2 Cash Back on Credit Card CBCD 4.05 1.11 3 Advertising in Newspapers ANP 3.99 0.88 4 Ads through Hoardings, Banners, Posters AOOH 3.93 1.19 5 Internet Rate Variations IRV 3.81 1.14 6 Direct Marketing DM 3.77 1.05 7 Internet Advertising INTA 3.70 1.07 8 Personal Contact by Salesperson PCS 3.67 1.18 9 Tele-Calling TC 3.66 1.13 10 Advertising in Journals/Magazines AJM 3.59 0.97 11 Gifts on availing specified services GSS 3.57 1.28 12 E-Mail EML 3.50 1.25 13 News about Banks in TV or Newspaper NNP 3.35 1.16 14 SMS Marketing SMS 3.28 1.45 15 Seminar or Events Organised by Banks SE 3.01 1.34 16 Seen Reports and Brochures SRB 2.90 1.19 17 Advertising in FM Radio/ Other Radio ARD 2.90 1.16 Table 6clearly identifies about the extent of exposure regarding various advertising andpromotional tools adopted by leading banks in
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India. The most important has been identified as Advertising on Television with a very good weighted mean value of 4.48 out of 5 which is followed by Cash Back on Credit Cards and Advertising in Newspapers and Out ofHome advertising with a weighted mean value of 4.05, 3.99 and 3.93 however it is less thanthe first one as well as the standard deviation is also high of these three variables but their exposure is certainly very high over other variables. Interest Rate Variations and Direct Mail closely follow the other most preferred variables with a weighted mean value of 3.81 and3.77.
Comparative Analysis of Promotional Methods Adopted by Banks and Customers Exposure/Experience towards them With the help of descriptive statistics about promotional methods adopted by leading banksin India and customers‟ exposure towards the same we find that out of top 6 promotionaltools from both sides, 4 tools match. However the differences in the promotional toolsadaptation and exposure of customers exists but the points manly to focus are those wherethe tools are adopted by banks but the exposure is comparatively less. In this context thepromotional tools such as „Out of Home Advertising‟, Advertising in Journals andMagazines and Gift on Availing Specific Services are most important. These tools are widelyused by banking industry but customers have comparatively less exposure of them. Howeverother promotional tools have very little differences in the comparative analysis
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Table 7 - Comparative look on promotional tools adopted and exposure thereof
Customer’s Responses Executive’s Responses Variables Mean Rank Variables mean rank Advertising on 4.49 1 Advertising on 4.69 1 Television Television Cash Back on Credit 4.10 2 Ads through 4.52 2 Cards Hoardings, Banners, Posters Advertising in 3.99 3 Advertising in 4.12 3 Newspaper Newspaper Ads through 3.93 4 Advertising in 3.70 4 Hoardings, Banners, Journals and Posters Magazines Interest Rate 3.82 5 Gift on Specific 3.67 5 Variations Services Direct Mail 3.77 6 Interest Rate 3.67 6 Variations
While comparing the results of factor analysis, we can trace out few differences in the Promotional methods adopted by Banks and the exposure and experience of customers towards them with the help of the results of factor analysis. The major difference is in the formulation of Factor from the variable/components. The purpose of this analysis is to make an effort to find the differences that what is executive by banks and what is experienced by the customers. Basically e.g., the clubbing of Radio Promotion is same in both and in descriptive statistics this variable in both the responses is in bottom 5, which means that this should require less attention by banks in execution of promotional methods and Integrated Marketing Communication.
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FINDINGS:
Promotional Methods Adopted By Leading Banks
Descriptive Analysis of Promotional Methods Adopted by Leading Banks Indian banks are adopting the major traditional tools. As per the responses of Executives andEmployees we can trace out from Table 5 that Advertising on Television and Out of Home Advertising is being used by leading Indian banks maximum with a weighted meanvalue of 4.59 and 4.51 respectively. These are closely followed by Advertising in Newspapers (Mean Value 4.11). The promotional tools such as Advertising in Journals and Magazines (3.70), Gifts on Availing Specific Services (3.66), Interest Rate Variations (3.67) and E-Mail Marketing (3.57) have adopted by leading Indian banks astheir prime promotional tools.
Factor Analysis of Promotional Methods Adopted by Leading Banks Factor analysis has reduced 17 variables in 6 factors related to the promotional tools adoptedby leading banks in India. Itcan be observed from the above table that that six variables namely, Cash Back on Use ofCredit/Debit Cards, Gifts on availing specified services, Direct Mail/ Catalogs/ Letters etc,Personal Contact by Sales person of Bank, News about banks in TV or Newspaper, Reportsand brochures load on Factor 1 which has been titled as the “Sales Promotions and DirectMarketing”. This factor explains around 20.703 of the total variance. Factor 2, is acombination of three important variables of Internet Advertising, E-mail (Sending E-Mails toCustomers), Tele- Calling and SMS Marketing. These explain 14.646% of the total variance.It has been suitably titled as “Innovative Promotional Tools” Factor 3 has been named “Mass Media and Public Relations” which explains 9.011% ofthe total variance and includes four important variables namely, Advertising in Journals /
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Magazines, Ads through Hoardings, Banners, Posters, Seminars and Events organized by banks. Factor 4 is of one variable i.e., Advertising in FM Radio/ Other Radio and explains .284% of variance. This factor has been named “Radio Promotions”. Factor 5 explains 7.237% of the variance and combines only one variable „Advertising and Television‟ and the factor has been named „Television Advertising‟. Factor six also includes one variable i.e., Advertising in Newspaper and the factor has been named “Newspaper Advertising” and it explains 7.136% of the total variance.
Customers‟ Exposure to Promotional Methods Adopted by Banks
Descriptive Analysis of Customers‟ Exposure to Advertisement and Promotion
In the analysis of extent of exposure regarding various advertising and promotional tools
adopted by leading banks in India we find that the most important has been identified as Advertising on Television with a very good weighted mean value of 4.48 out of 5 which is
followed by Cash Back on Credit Cards and Advertising in Newspapers and Out of Home advertising with a weighted mean value of 4.05, 3.99 and 3.93 however it is less thanthe first one as well as the standard deviation is also high of these three variables but theirexposure is certainly very high over other variables. Interest Rate Variations and Direct Mailclosely follow the other most preferred variables with a weighted mean value of 3.81 and 3.77.
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Factor Analysis of Customers‟ Exposure to Advertisement and Promotion
For finding the exposure to advertisement and promotion Factor analysis has also been applied. Factor analysis has reduced 18 variables in 5 factors. It can be observed from the said table that that five variables namely, Advertising in Journals/Magazines, Ads through, Hoardings, Banners, Posters, Internet Advertising, E-mail, SMS Marketing represent Factor 1 which examines the “Mass Media and Innovative Promotions”. This factor explains around 19.379% of the total variance. Factor 2, is a combination of three important variables of Promotional Exposure, namely, Personal Contact by Sales person of Bank, Seminars and Events organized by banks, Seen reports and brochures. These explain 14.966% of the total variance. It has been suitably titled as “Personal Selling and Public Relations” Factor 3 has been named “Electronic Media, Sales Promotions and Direct Marketing” which explains 13.575% of the total variance and includes four important variables namely, Advertisement on TV, Tele- Calling, Interest Rate Variations, Direct Mail/ Catalogs / Letters etc. Factor 4 is combinations of three factors; they are Advertising in Newspapers, Gifts on availing specified services and News about banks in TV or Newspaper and explains 13.428% of variance. This factor has been named “Newspapers and Specific Promotions” “Factor 5 explains 8.234% of the variance and combines only one variable Advertising in FM Radio/Other Radio. The factor has been named “Radio Promotions”
Comparative Analysis of Promotional Methods Adopted by Banks and Customers Exposure/Experience towards them - While comparing the results of factor analysis, we can trace out few differences in the Promotional methods adopted by Banks and the exposure and experience of customers towards them with the help of
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VOLUME 6, ISSUE 9(3), SEPTEMBER 2017 the results of factor analysis. The major difference is in the formulation of Factor from the variable/components. The purpose of this analysis is to make an effort to find the differences that what is executive by banks and what is experienced by the customers. Basically e.g., the clubbing of Radio Promotion is same in both and in descriptive statistics this variable in both the responses is in bottom 5, which means that this should require less attention by banks in execution of promotional methods and Integrated Marketing Communication.
REFRENCES:
Books Batra, Rajeev, Myers, G., John, &Aaker, A., David. (2006). AdvertisingManagement, Brassington, F., &Pettitt, S. (2000). Principles of Marketing, 2ndedition, Harlow: Pearson Education Limited.