Resilience As a Factor for Effective Organizational Development Abstract

Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

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RESILIENCE AS A FACTOR FOR EFFECTIVE ORGANIZATIONAL DEVELOPMENT José G. Vargas-Hernández, M.B.A., Ph.D. CUCEA, Universidad de Guadalajara Periférico Norte 799 Edif. G201-7; Los Belenes; C.P. 45100, Zapopan, Jalisco, México ABSTRACT The aim of this paper is to analyse the effect of resilience as a factor for effective organizational development. Organizational developmentis a result ofthe demands of achanging environmentandknowledgecausedby changes inthe applied social sciences.Rapid changes in the organizational environment has required changes in their processes of interaction intechnology,structure and people currently inorganizational structures that are more flexible to take risks that provide more responsive than traditional structures are required. The employed method is the analytical - descriptive. Newindividual and organizationalskillsare required.Resiliencecontributes toeffective organizationaldevelopment thatensuresthe survivaland generatesadditional benefitsfromadverse circumstances. Keywords: Environment, organizational development, innovation, resilience, culture. Introduction Whatever the results of a crisis, always In times of constant change caused by the appear questions designed to find out which globalization of business and by profound were the characteristics and behaviours of both economic and social crisis, there are companies human groups and individuals, to face the that have a performance superior to others and difficulties and achieve success. For these not only survive but even improve their results. questions, the answers begin with the culture Resilience aims to improve the processes and and values of the companies. A company that results of organizations dealing with the crisis. has been defined in terms of strategy, and Resilience transcends the business world for its clearly, what is the value system and culture, holistic approach, which has its maximum and if they have been disclosed and shared possible values and culture of society as a way throughout the organization, will have a to interpret the crisis and to respond to them is platform of behaviours aimed at strengthening a source of individual and collective results and especially to overcome the construction, from which are derived learning difficulties. processes and organizational strengthening. This is the perspective of resilience. In the present era, characterized by rapidly Research Explorer 1 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) changing organizational environment, requires processes and organizational behaviour that more flexible and more responsive systematically favour the perpetuation of organizational processes and structures, than innovation (Hamel, 2003: 5). traditional structures. New individual and Resilience is on people. They also apply organizational capacities that can promote resilience to unfavourable situations, which individual initiative and willingness to take risks must be resolved, so that they can reach a are required, considering that there are marked positive outcome. Generally resilience is defined differences between the individual as the ability acquired by certain humans to characteristics of staff within organizations, adapt positively once it has found a significant their skills and knowledge. adversity or trauma in a moment of their lives It can be said that there are companies whose (Oramas, 2009:2). The resilience dealt with performance is superior to others, who not only unfavourable situations, to learn from them and survive but even improve the results of their use it is to get into something favourable. processes. These are agile, flexible, fast, Resilience is essentially to extract the good from dynamic and proactive companies that, in any the bad, the positive view of the negative critical contingency can change, adapt and / or situation, learn to interpret the adverse scenarios recover quickly aligning strategy, processes, effectively reversing the situation and take technology and people to achieve their goals, advantage of it (Acuña, 2011: 1). maximizing performance and ensuring their Thus, resilience is seen as the ability to avoid ability to respond and adapt to the on-going and the negative consequences of an event that increasingly acute changes. This ability has been already have occurred; as well as the ability to defined as resilience.Clearly, a company that prevent any negative consequences of a situation favourbehaviour based on trust, cooperation and worsened as time passed, and finally it is transparency will have greater chances of assumed resilience after having faced the success. Therefore, it is considered resilience negative consequences of an event (Westrum, as a factor of organizational development. 2006). Based on the above, it can be stated that What is Resilience? resilience is the capacity and ability of a person or organization to overcome obstacles without In the field of physics, the word resilience thinking about defeat even though the results comes from the term resilience in English, which are against; in the end, a copy to the fore in expresses the ability of a material to recover its situations of uncertainty arises highly positive original shape after being subjected to high behaviour. pressures (Hollnagel et al 2006, Nemeth et al, 2009: 1). In psychology it is defined as the What Determines Something or Someone to human capacity to flexibly take extreme Observe Resilience? situations and overcome them (RAE, 2010), and Changes in the environment in living places mechanics, the ability of an elastic material to are what determine the needs for which we must absorb and store strain energy (RAE, 2010). In prepare to come to meet them. The shift from the dictionary of Spanish language, there are globalization and natural disasters are not definitions of resilience applied to the unexpected, unusual and extraordinary events business world, but there are many authors who that make to live in an increasingly turbulent, study the said concept. Also, resilience requires fast and complicated world stage. These innovation. It is the innovation that helps address unexpected scenarios that organizations do circumstances that need to change. Resilience demand adapted to highly competent refers to the ability of continuous reconstruction. professionals change and adversity (Acuña, It requires innovation against those values, Research Explorer 2 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) 2011: 1). the means to identify the key processes. That is, it should be done and how it can be achieved. People or organizations are who should It is understood resilience as the result of accept when an unfavourable situation they are continuous processes, including planning for facing, they have to accept it and start working resilience, response to changes unexpected in on it to take it to the desired location. Resilience extreme situations and adaptive capacity in can help in these scenarios as it is a competition order to recover. that all human beings have, but they are very few who recognize and develop to their favour. What is the Business Resilience? This ability helps the person, and professional The changes occurring both outside and organizations to quickly and effectively to within companies, prepare them and require recover from any adversity and uncertainty them not be affected. Resilient companies are (Acuña, 2011: 2). those able to absorb changes and ruptures, both The ability to learn faster than competitors internal and external, without thereby affecting may be the only sustainable competitive their profitability and even develop a flexibility advantage, because after it is our unique ability such that, through processes of rapid adaptation, to perceive the future and adapt quickly to new manage to get extra benefits, are these pecuniary business scenarios (Acuña, 2011: 2). Based on or intangible, arising from adverse and / or the above it can be seen that to achieve unforeseen circumstances (Mlinolli, 2000: s / development into resilient organizations, they w). have the ability to perceive the future and adapt In the business world it always has to apply quickly to new business scenarios, so it is resilience. It cannot ignore what may affect the considered necessary to prepare new business. Business resilience is the ability to professional generations in developing basic adapt and respond quickly to outages and skills and personal skills for turbulent business risks, to maintain continuity of business environments described above. operations, be a more trusted partner and enable What are the Indicators of Resilience? growth (IBM, 2009: s / w). A company must be able to be in constant change and this requires Because the concept of resilience is a recent innovation. Resilience refers to the ability of term, there are few approaches that identify its continuous reconstruction. measurement. In the literature there are different approaches that try to determine measurement For organizations, it is imperative that methodologies and factors of resilience while appropriate strategies can be anticipated and recognizing that the status of these methods is may confront the changes that may come to incipient and very high theoretical and that only affect them. This way will not be affected its provide a qualitative assessment of resilience. performance. Resilience in the organization can Rose and Liao (2005) endow resilience be defined as the ability of a system to absorb characteristics: inherent and adaptive. the changes, which are seen as a series of sudden shocks and still retain its essential function For the measurement of both characteristics (Medina, 2012: 30). is proposed a mathematical optimization model in order to assess the resilience. Wreathall Within companies, professionals need to be (2008) proposes an approach that uses a prepared for unexpected unwanted changes, and combination of two modelling techniques: the not feel incompetent when coping. The business viable system model and modelling soft systems. resilience is a directive soft competition which Through this combination it is intended to create allows the practitioner to find the meaning of adversity instead of despair (Acuña, 2011: s / Research Explorer 3 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) w). Therefore, business resilience is the ability customers, monitors of the quality of the it has to deal with the changes, both internal products and services that buy and are aware of and external, that may or are affecting. This their power, with little or no loyalty (Acuña, requires preparing people and implementing 2011: s / w). Another indicator of business strategies that will benefit them and take resilience is the availability of a service. advantage of this situation by passing. Because the concept of business resilience is a recent term, few approaches can identify its What are the Indicators of Resilience? measurement. A true measure of resilience is In addition, there are standards such as comprehensive, providing for the availability of British Standard BS 25999, which is managing a robust business service and not the average the continuity of the activity of an organization availability of each functional component (IBM, in case of a disruption, whether due to a major 2009: s / w). accident or catastrophe or due to a minor A resilient company needs to have indicators incident, and thus help minimize the risk of that identify how vulnerable is to change and disruption. Among its benefits include improved how fast is adapting to it. Dalziell and McManus resilience of a proactively organization when (2004) propose to define key performance faced with a disruption in its ability to achieve metrics to assess resilience as a function of the key objectives (BS, 2011). Sheffi and Rice vulnerability of a system and its desired time. (2005) and Westrum (2006) propose Erol et al (2010a) propose three adaptive vulnerability maps to categorize the likelihood capacities within a time frame. They propose of potential threats to an organization and the three measurable businesses resilience to assess: relative resilience of the organization to these (i) the recovery time, (ii) the level of recovery disruptions. In the resilience there are indicators and (iii) the level of vulnerability to disruptions that identify clearly what is happening and (Sanhis and Poler, 2011: 108). affecting the current situation in which we live. Sales, production, customer service may be The ability to understand others, the other indicators of a resilient company. Sheffi perception of the need for development of the and Rice (2005) explain that any significant other, encouraging people skills, appreciation disruption has an impact on business of diversity as a means of identifying performance, whether measured in sales, opportunities, awareness of power relationships production level, benefits, customer service or within an organization, the effective use of other relevant metrics (Sanhis and Poler, 2011: influence tactics, efficient conflict management, 108). Thus, the metrics of business resilience the ability to lead positively, the ability to create should include components such as the adaptive group synergy through cooperation and capacity of the company, the vulnerability, the collaboration, ease to establish links and likelihood of a disruptive event, time and level catalyse change. Summarized all the concepts of recovery, the competitive position of the of empathy and social skills - are what allow company, commitment and responsibility of the crystallize the benefits of an open and effective supply chain among others (Sanhis and Poler, communication (Goleman, 1999). 2011: 111).. Indicators of Business Resiliency According to the above, in a resilient Among the indicators that can be seen for a company, there are important indicators such resilient business can be mentioned the quality as the quality and availability of product or of the product or service. Today’s businesses service, sales, vulnerability and adaptation to are characterized by performing in highly rapid change, among others, to help identify and competitive environments, with informed Research Explorer 4 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) to overcome adversity any failures before it can ruptures, both internal and external, without cause unwanted changes. thereby affecting its profitability and even develop flexibility so that, through rapid How to Achieve a Resilient Business adaptation processes, manage to get extra The company is resilient when has the benefits, whether pecuniary or intangible, flexibility of both its people to face change and arising from adverse and / or unforeseen adapt. Business resilience and soft skills are circumstances (Mlinolli, 2000: 1). relevant for development and economic survival. Effective Organizational Development For this reason, HR departments today are looking to integrate professionals who have high Organizational developmentis a tool that, management skills expertise of soft and through the internal analysisof the organization resilience (Acuña, 2011: s / w). and the surrounding environment, allowing to getinformationto guideonadopting a road It is also important that companies are orstrategy towards changeand constantly renewing their strategic systems evolution,accordingto the needsordemandsfrom according to changing situations both theenvironment in whichit is environment and within themselves. found,makingtheefficiency of allits constituent Dynamically reinvent their business models and elementsforthesuccess of the organization For strategies as circumstances change (Hamel and an organization to be on capacity or has the Välikangas, 2003, Piñeiro and Romero 2011: necessary elements to compete in today’s world, 8). There are strategic conditions for resilient becoming therefore the organizational organizations that should not put aside. Hamel development in needs of resilience (Cummings, and Välikangas (2003) and Välikangas (2004) 2007). identified four strategic conditions to be met to achieve resilient organizations: cognitive Resilience and organizational development challenge, strategic challenge, political have the ability of a system to absorb change, challenge and ideological challenge (Piñeiro and which are seen as a series of sudden shocks. Romero, 2011: 27). Personal resilience, in many cases, transferred to organizations, with the aim that these learn Furthermore, the empowerment appears as to constantly adapt to change and recover a good strategic tool that gives meaning to work quickly and effectively to any impact, without and promotes the creation of a work environment losing the ability to pursue and meet the goals that allows individuals to learn, grow and develop, set by the organization (Acuña, 2011). The use contribute and achieve excellence in a of resilience is recent in the organizational field, framework of organizational philosophy that perhaps because of its theoretical origin. Within encourages the efforts of the people. Therefore, this disciplinary field it is used as a way of they feel identified with the common goal of total designating the resilience of organizations quality and experience the need to be involved before an unexpected event (Oramas, 2009). and participate. Thus, the responsibility of human resources increases on their work, Thus, a resilient organization has a set of enthusiasm and positive attitude of each increase capabilities that focus on the implementation of and people feel more engaged, harnessing then actions robustly against a specific condition and their willingness to be protagonists of the transformation, usually generated by the changes (Mlinolli, 2000). meeting of unexpected events and powerful, who have enough potential to jeopardize the survival Therefore, applying the concept to the of an organization in the long run. Therefore, business world, it can be said, then, that resilient the success of overcoming the critical moment companies are those able to absorb changes and Research Explorer 5 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) belongs to organizations, groups and resilient tending to the fast, flexible and agile application individuals, because they are the agents able to of dynamic behaviour (Medina, 2012). recognize, adapt and absorb variations, changes, As mentioned above, organizational alterations, disruptions and surprises (Medina, development is determined by the need for 2012). This way it can be told that the resilience change caused by the environment. These expresses the ability of an organization or its changes destabilize the organization creating parts to quickly respond to uncertainty and chaos within the organization which must act effective organizational development. immediately. And it is through the people who What Determines to be Given must overcome these obstacles. Both the people Organizational Development? and the organization itself must have a resilient attitude to successfully face this situation. Organizations are made up of people who have a different set of values, styles, skills and The Indicators of Resilience and its Impact technologies with different characteristics; as on Organizational Development well as processes and structures that reflect Resilience indicators allowidentifying what different types of relationships between the is going on, where is the biggest threat and to environment and the organization, among the what degree can affect whether letters are not people themselves and the people and their taken in the matter. The need to build work. Organizational development requires a organizational development indicators that change in technology, structure and people and guide, describe, compare, and explain expected interaction processes. Among the features of the events (Mendoza, 2003).It is essential to have organization as a self-organizing system are an indicator to tell what the company is instability, positive reinforcement, the progressing well to adversity. challenges and opportunities of change agents, and finally, the interlock, which is the way of An accurate and honest assessment of the doing things that became casual about the deterioration of the strategies is a powerful standard and are now so ingrained that it is antidote to denial. It is a way to know if what impossible to displace. has been doing is causing positive or negative effects. It is also the only way to determine if For change to be given in organizations, it the renewal is progressing fast enough to offset must be identified the need for change, the declining economic effectiveness of current stimulating change through small groups, strategies (Hamel and Välinkangas, modify organizational structures in a change 2003).Martinez and Coronado (2003) effort, working with dissatisfaction and recommended in its methodology to construct resistance of the people. The higher the level of indicators, that in order to identify and classify formal education and the promotion of the indicator, it is suggested that previous resilience, it is more likely to have meetings and interviews with staff, coupled with transformational changes within organizations a comprehensive literature review on the (Molina, 2009).While persons applying problem, making use of the database, networks resilience to unfavourable situations, which of information and documents to define the must be resolved, can reach a positive outcome; framework, concepts and variables of the and that resilience is the ability to acquire indicators obtained; also, it is necessary to certain humans to adapt positively once found organize information in tables and graphs to a hardship at a time of their lives (Oramas, locate indicators into conceptual categories. 2009). In a resilient organization, it is presented within its inventory of strategic capabilities a This made it clear that whatever the diverse and complex set of multiple forms methodological procedure to build resilience Research Explorer 6 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) indicators and their impact on organizational organizational change, and possess skills development, it is important that companies are necessary to originate it in any case, to facilitate constantly renewing their strategic systems the process with their customers. After all, the according to changing situations both on the client is the agent of change, but the professional environment and within themselves (Piñeiro and in organizational development needs to know Romero, 2011). The indicators of resilience in how to assess and manage the process of the organizational development allowto give an effective organizational development. idea of how well are acting in adversity The company that is resilient has the presented. If the strategies that have been flexibility of its people to face change and adapt. implemented are emerging the desired effect or Business resilience and soft skills are relevant it is necessary to continue renovating. for development and economic survival. For this The Resilience Factor for Effective reason, HR departments today are looking to Organizational Development integrate professionals with high expertise of soft management skills and resilience (Acuña, Resilience is defined as the ability of an 2011: s / p). Therefore, a company can be individual to react and recover from adversity, resilient if it is willingto show flexibility with which involves a set of qualities that foster a changing situations that may or will be affecting. process of successful adaptation and Both, its peopleas its strate gic system must transformation despite the risks (Raffo, 2000). prepare for it. Thus, instead of being affected, Resilience has an aptitude for dealing with crises the firm will be benefited. and adversities of organizations and intensifies the strengths and minimizing resistance to come How to Achieve a Resilient Business through the tests. Similarly, it means confronting A resilient company should consider social the problems created opportunities for tackling responsibility because, as part of the stress warning and strengthened with the environment in which it lives, cannot be put experience. aside. Corporate social responsibility is The changes that occur both outside and becoming an instrument of managing change within companies, which have forced them to and adapting to the new demands of society, remain prepared to deal with them and not be increasingly integrated in the heart of the affected. Resilient companies are able to absorb businesses themselves and seeking synergy in changes and ruptures, both internal and external, achieving economic, social and environmental without being affected their profitability; and objectives. Hence, it is considered that its role even develop flexibility such that, through in achieving resilient organizations is processes of rapid adaptation, come to get extra fundamental (Piñeiro and Romero, 2011: 21). benefits (Mlinolli, 2000).Resilience is a key Furthermore, the empowerment appears as organizational development to be an effective a good strategic tool that gives meaning to work factor. This approach to adverse circumstances and promotes the creation of a work presented to firms allows dealing with them in environment that allows individuals to learn, a way that does not affect profitability, and also grow and develop, contribute and achieve can earn advantage before the competition. excellence in a framework of organizational How can a Company Reach Achieve philosophy that encourages the efforts of the Effective Organizational Development? people. Therefore, they feel identified with the common goal of total quality and experience the It is presumed that the professionals have need to be involved and participate. some knowledge about the nature of

Research Explorer 7 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Thus, the responsibility of human resources Discussion increases on their work, enthusiasm and positive Thisarticle waswritten in orderto attitude of each increase and people feel more investigatethe businessresilienceand engaged, harnessing then their willingness to evaluatetheir characteristicsandindicators. The be protagonists of the changes (Mlinolli, 2000). abilityto give meaning tothe conflicts and Therefore, applying the concept to the business problems andemerge stronger fromthem is world, it can be said, then, that resilient ahuman potentialthat it must be seizedandtake companies are those able to absorb changes and advantage of it. It is important tocontinue the ruptures, both internal and external, without researchin other areassuch as education, family thereby affecting its profitability and even and teachersfor the purpose ofapplying develop flexibility so that, through rapid thismanagement toolin all areasof life adaptation processes, manage to get extra andemerge successfullyto changing situations. benefits, whether pecuniary or intangible, arising from adverse and / or unforeseen In this research it was pretended to circumstances. understand the relationship of resilience and effective organizational development, so once Empirical Impact the same significant relationships were found The concept of resilience is new focusing in two terms as both contributing to on personal characteristics, the place where the organizational development at critical times. It person, and business of course, is born, the is time for the OD practitioners redirect some status within the family, causes a person to have of their energy to develop a new way to transfer certain behaviours and not others. the knowledge and experience regarding individual and group processes rather than focus The demand fora better way tomanage exclusively on the most typical models of changeis extremelyhighonan uncertain leadership skills. andcomplex environment.Although the studyof resiliencehas achievedsome progress, no Meaningful participation, enriching ties, investigationshave found tha tevaluate it in emotional development around processes of thefield of organizational development; there affection and support, motivating and realistic fore, it isnecessary to focus onthe positive expectations, cooperation, problem solving and resultsgenerated by thepeopleas a resultof assertiveness, can be constituents of a new experiencingan adverse situation. organizational model. Importantly, this research must be deepened to identify and create a pattern The study of resilience has changed the way of intervention to a resilient transformation. of conceiving human development. There have Subsequently, it should establish an alignment been left behind beliefs and prejudices that that allows studying individuals and considered people who grew in highly organizations as they are systems. unfavourable conditions were doomed to failure, social exclusion, misery and misfortune. Conclusions Fortunately, research has found clear indications Resilience is a way to view human behaviour that this situation is not, and that despite all from a multidisciplinary perspective that aims adversities to live, man is able to overcome to improve the processes and outcomes of human adversity and deal constructively, so that it can groups against the crisis. Resilience transcends become a person it has developed different the business world for its holistic approach that virtues that lead to mental, physical and has its maximum possibility in values and organizational development. culture of the society.

Research Explorer 8 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Resilience is built specifically for each organizations is vital to achieve improvements context in each case. It is not a new within them. It is a source of enrichment and generalizable technique. However, she can help practices that can help in overcoming the crises rethink certain interventions and inspire new that happen so often. ones. Investing in resilience would be much Finally, further research is required to cheaper if you know how to apply, and surely implement the change within organizations and will be achieved in the medium term to reduce convenience of internal or external consultants. some adverse effects. References Empathy and social skills, empowerment, effective communication and motivation of the 1. Acuña, E (2011). La resiliencia empresarial. people who work in the workplace can Sobreponiéndose eficazmente a las adversidades y el fracaso. Revista negocios contribute doing business truly resilient. For the internacionales, vol. 3: 1. Disponible en http:/ above reasons, the promotion of resilience /www.negociosinterncionalescl 12/02/2014. becomes important both in the family and in the educational and community, if thinking that 2. British Standards Institution (BS, 2011). BS resilience depends not only on the personal 25999.Business continuity.Disponible en http://www.bsgroup.com. 12/02/2014. characteristics alone, but also of a middle line- backer. 3. Cummings, W. (2007). Desarrollo organizacional ycambio. México, D.F: A flexible culture where creative and Thompson. committed people settle organizations, suggests 4. Dalziell, E.P. and McManus,S.T. (2004). changes that strengthen relationship nodal Resilience, Vulnerability, Adaptive: structures, organizational survival and Implications for System Performance. improvement. The resilient leadership is an International Forum for Engineering opportunity for the development of adversity in Decision Making (IFED). December pp. 5- difficult times such as now days. The ability to 9. overcome the difficulties it is essential for the 5. Erol, 0., Henry, D., Saucer, B. andMansouri, survival of organizations. Assess and understand M. (2010). Perspectives Measuring that the achievement of objectives, in many Enterprise Resilience, 4th Annual IEEE cases, is no easy task and requires effort and International Systems Conference, San commitment of activity, value and exercise Diego California, USA, pp. 5-8. powers as they are key factors. 6. Goleman, D. (1999). La inteligencia In the business space, encourage teamwork, emocional en la empresa. Buenos aires. develop effective communication, develop Javier Vergara editor. management skills and other topics related to 7. Hamel, G. y Välikangas, L. (septiembre human behaviour, are true cultures that 2003). En busca de la resiliencia. Harvard consolidate and strengthen resilient attributes Business Review, America Latina. Oxford: within organizations. Harvard University. Disponibleen http:// www.planning.com.co 09/02/2014. Resilience is a way to view human behaviour 8. Hollnagel, E., David, D. Woods y N. Leveson from a multidisciplinary perspective that aims (2006). Resilience engineering.Concepts and to improve the processes and outcomes of human precepts.pp 49-60 Hampshire: Reino Unido, groups against the crisis, beyond the business Ashgate Press. world for its holistic approach that has its 9. IBM. (2009). Flexibilidad empresarial: la maximum possible values and culture of major defense es un buen ataque. Bussiness society. Its use in the processes of change within Continuity and Resiliency Services (BCRS).

Research Explorer 9 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) España: IBM. Recuperado de http://www- 18. Raffo, G. (2000). La Resiliencia. Revista 01.ibm.com 09/02/2014. Latinoamericana de Psicología. Disponible 10. López, A. (2009). El lado positive de la crisis. en http//www.aptitudresiliente 09/02/2014. CNNexpansión.com. Disponible en http:// 19. Rose A.; Liao, S. (2005).Modelling, regional www.resilient-enterprise.mit.edu 09/02/ economic resilience to disaster: A 2014. computable general equilibrium analysis of 11. Martínez Castro, M.E. y Coronado Ramírez, water of water service disruptions. Journal G. (2003). Indicadores de evaluación integral of Regional Science, Vol. 45, No. 1, pp.75 de la productividad académica en la 20. Sheffi, Y, Rice, J.B. (2005). A supply chain educación superior. RELIEVE: v.9, n.1., view of the resilient enterprise. MIT sloan p.45-72, Universidad de Valencia, Valencia, management review, vol. 47, No.1, pp. 41- España. 48. 12. Medina, C. (Enero/junio, 2012). La 21. Piñeiro, J.; Romero, N. resiliencia y su empleo en las organizaciones. (2011).Responsabilidad Social Empresarial Gestión y estrategia, Núm. 4. Disponible en y resiliencia. Revista Galega de Economía, http://administracion.azc.uam 09/02/2014. vol. 20. Núm. 2. Universidad de Santiago 13. Mendoza, J. (2003). Que entendemos por de Compostela España. Disponible en: http:/ indicador. [Página web en línea]. Disponible /www.redalyc.org 09/02/2014 en http://www.planeacion.unam.mx 09/02/ 22. Sanhis, R.; Poler, R. (2011). Mediciónde la 2014. Resiliencia Empresarial ante 14. Mlinolli, C. (2000). Empresas resilientes. EventosDisruptivos. Una Revisión del Algunas ideas para construirlas. MBA- Estado del Arte. 5th International UCEMA. Disponible en http:// Conference on Industrial Engineering and www.ucema.edu.ar 09/02/201. Industrial Management. XV Congreso de Ingeniería de Organización. Cartagena, 7 a 15. Molina, H. (2009). El desarrollo 9 de Septiembre de 2011. Recuperado de organizacional como facilitador del cambio. http://adingor.es/congresos 12/02/2014. Revistas científicas de América latina y el caribe. No. 77, octubre-diciembre. Colombia: 23. Westrum, R. (2006). A Typology of Universidad ICESI. Resiliencie Situations. Resilience engineering: concepts and precepts. pp 49- 16. Nemeth, Ch., Erik H. y S. Dekker 60 Hampshire: ReinoUnido, Ashgate Press. (2009).Resilience engineering perspectives: Preparation and restoration, t. 2, 24. Woods, D. D. and Wreathall, J. (2008). Stress ReinoUnido, Ashgate.Porras, S. Strain Plotas a Basis for Assessing System Resilience. In E. Hollnagel, C. Nemeth 17. Oramas, A. (2009), Resiliencia, el universo. andS. W. A. Dekker, eds., Resilience Disponible en http://www.eluniverso.com Engineering Perspectives 1: Remaining 09/02/2014. sensitive to the possibility of failure. Ashgate, pp. 145-- 16.

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INVESTMENT IN STOCK MARKET: FUNDAMENTAL AND TECHNICAL ANALYSIS C. Murugesan Senior Lecturer, Institute of Business Studies, Port Moresby, Papua New Guinea. Abstract Investment openings are plenty, but not all are profitable. This article seeks to clarify the need to make a proper fundamental analysis when investing in various securities. Fundamental analysis does not require one to be a financial analyst so as to detect high risk assets or assets with a good return in the future. Traders typically approach financial markets in one of two ways: either through technical analysis or fundamental analysis. Technical analysis uses historical stock statistics, usually price and volume data, to forecast future prices, while fundamental analysis tries to predict a stock’s intrinsic, or ‘fundamental’ value, and looks for opportunities where the live price deviates from the calculated intrinsic price. Well-organized investment involves the use of both fundamental analysis and technical analysis. Key Words: Investment, Fundamental Analysis, Technical Analysis, Risk, Returns.

Introduction analysis might focus on economic data to assess Fundamental analysis is the examination of the present and future growth of the economy. the underlying forces that affect the well-being To forecast future stock prices, fundamental of the analysis combines economic, industry, and company analysis to derive a stock’s fair value economy, industry groups and companies. As called intrinsic value. If fair value is not equal with most analysis, the goal is to develop a to the current stock price, fundamental analysts forecast of future price movement and profit believe that the stock is either over or under from it. At the company level, fundamental valued. As the current market price will analysis may involve examination of financial ultimately gravitate towards fair value, the fair data, management, business concept and value should be estimated to decide whether to competition. At the industry level, there might buy the security or not. By believing that prices be an examination of supply and demand forces do not accurately reflect all available of the products. information, fundamental analysts look to For the national economy, fundamental capitalize on perceived price discrepancies.

Research Explorer 11 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Fundamental Analysis is a method of Long term focus:Markets are usually evaluating a security by attempting to measure driven by fundamental factors over the long its intrinsic value by examining related term, and hence developing a trend. economic, financial and other qualitative and Fundamental analysis can look at long-term quantitative factors. Fundamental analysts economic, demographic, technologic or attempt to study everything that can affect the consumer trends. security’s value, including macroeconomic Value:By determining an intrinsic value, factors and individual specific factors. fundamental analysts can determine appropriate Objectives of Fundamental Analysis buy prices that represent ‘good value’. 1. Make financial forecasts. Increased understanding:Research into 2. Conduct a company stock valuation and fundamentals provides the investor with a better predict price evolution. understanding of the company and its business. 3. Evaluate and predict business performance. Sleep at night factor:Investors know that 4. Calculate a company’s credit risk. they are investing in fundamentally sound 5. Evaluate company management and make companies because they have done their ‘due internal business decisions. diligence’ analysis. Here the financial analyst first makes Technical Analysis forecasts for the economy, then for industries Fundamental analysis and Technical analysis and finally for companies. The industry forecasts are the two main approaches to security are based on the forecasts for the economy and analysis.Technical analysis is frequently used in turn, the company forecasts are based on the as a supplement to fundamental analysis rather forecasts for both the industry and the economy. than as asubstitute to it. According to technical Also in this approach, industry groups are analysis, the price of stock depends on demand compared against other industry groups and and supplyin the market place. It has little companies against other companies. Usually, correlation with the intrinsic value. All financial companies are compared with others in the same data and marketinformation of a given stock is group. For example, a cement company would be compared to another cement company not to already reflected in its market price. a steel company. Thus, the technical analysis provides a Thus, the fundamental analysis is a three simplified and comprehensive picture of what level analysis of ishappening to the price of a security. Like a shadow or reflection it shows the broad outline a) The economy of thewhole situation and it actually works in b) The industry and practice. c) The company Assumptions of Technical Analysis Advantages of Fundamental Analysis  The market value of a security is solely Fundamental analysis have advantages to the determined by the interaction of demand and investor in decision making. The advantages supplyfactors operating in the market. include;  The demand and supply factors of a security Objectivity: Fundamental analysis make are surrounded by numerous factors; these use of sound mathematical and statistical factors are both rational as well as principles to produce ratios so that there is no irrational. room for personal bias.  The security prices move in trends or waves

Research Explorer 12 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) which can be both upward or downward or is concentrated in few securities depending upon the sentiments, psychology only.Study of the width of the market and emotions of operators or traders. indicates the extent to which price changes  The present trends are influenced by the past have takenplace in the market in accordance trends and the projection of future trends is with a certain overall trends. possible by an analysis of past price trends. Dow Theory  Except minor variations, stock prices tend The Dow Theory, originally proposed by to move in trends which continue to persist Charles Dow in 1900 is one of the oldest for anappreciable length of time. technicalmethods still widely followed. The  Changes in trends in stock prices are caused basic principles of technical analysis originate whenever there is a shift in the demand from thistheory. According to Charles Dow supply factors. “The market is always considered as having three movements, allgoing at the same time. The  Shifts in demand and supply, no matter when first is the narrow movement from day to day. and why they occur, can be detected The second is theshort swing, running from two throughcharts prepared specially to show weeks to a month or more and the third is the market action. main movement,covering at least four years in  Some chart trends tend to repeat themselves. its duration”. Patterns which are projected by charts recordprice movements and these patterns The Theory advocates that stock behaviour are used by technical analysis for making is 90% psychological and 10% logical. It is the forecasts aboutthe future patterns. moodof the Crowd which determines the way in which prices move and the move can be Tools and Techniques of Technical Analysis gauged byanalysing the price and volume of There are numerous tools and techniques for transactions. doing technical analysis. Basically this analysis Charting is done from the following four important points of view:- Charting is the basic tool in technical Prices: Whenever there is change in prices of analysis, which provides visual assistance in securities, it is reflected in the changes in defectingchanging pattern of price behaviour. investor attitude and demand and supply of The technical analyst is sometimes called the securities. Chartistbecause of importance of this tool. The Chartists believe that stock prices move in Time: The degree of movement in price is a fairlypersistent trends. There is an inbuilt function of time. The longer it takes for a inertia, the price movement continues along a reversal in trend, greater will be the price certain path(up, down or sideways) until it meets change that follows. an opposing force due to demand-supply Volume: The intensity of price changes is changes. Chartistsalso believe that generally reflected in the volume of transactions that volume and trend go hand in hand. When a major accompany the change. If an increase in ‘up’ trend begins,the volume of trading increases price is accompanied by a small change and also the price and vice-versa. . The various intransactions, it implies that the change is types of commonlyused charts are: not strong enough. a) Line Chart Width: The quality of price change is measured by determining whether a change intrend b) Bar Chart spreads across most sectors and industries c) Point and figure Chart

Research Explorer 13 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Line Charts: The simplest form of chart is a an intermediatetrend that extends horizontally line chart. Line charts are simple graphs is seen. drawn byplotting the closing price of the Sideway Trend stock on a given day and connecting the points thus plotted overa period of time. A sideway trend is characterized by stock Line charts take no notice of the highs and prices trading in a range where successive peaks lows of stock prices for each period. occurat the same level and successive troughs Bar Charts: It is a simple charting technique. occur at the same level. The two levels create In this chart, prices are indicated on the paralleltrend lines. During this time the investor verticalaxis and the time on horizontal axis. should be extra careful and wait for more The market or price movement for a given definiteindicators of the future market session (usually aday) is represented on one movement. line. The vertical part of the line shows the Moving Average Analysis high and low prices atwhich the stock traded or the market moved. A short horizontal tick Generally, there are two kinds of technical indicators. One type (including moving on the vertical line indicatesthe price or level at which the stock or market closed. averages) is best-suited to track an upward or downward trend. The other (including Point and Figure Chart (PFC): Though the oscillators) is most useful in tracking sideway point and figure chart is not as commonly movements. Among the trend-following used asthe other two charts, it differs from indicators, the best-known is the moving the others in concept and construction. In average, which charts the average price of PFC there is notime scale and only price stocks over a period of time. With each new movements are plotted. As a share price calculation, the oldest observation used in rises, a vertical column ofcrosses is plotted. figuring the average is dropped and the most When it falls, a circle is plotted in the next recent is substituted. Thus, a ten-day moving column and this is continueddownward average would be calculated using prices from while the price continues to fall. When it the past 10 days. rises again, a new vertical line of crosses isplotted in the next column and so on. A Generally, analysts use 2-3 moving averages point and figure chart that changes column to signal when to buy or sell. Then they watch on everyprice reversal is cumbersome and closely to see when the averages begin to cross many show a reversal only for price changes one another. They can also build moving- of three units ormore (a unit of plot may be average envelopes around prices by adding and a price change of say one rupee). subtracting a fixed percentage of the average to itself by, putting ‘bands’ of a percentage point Trends above and below a y-day moving average. In A trend can be defined as the direction in case a daily price moves out of the band and which the market is moving. Up trend is the hence out of the envelope might be interpreted upwardmovement and downtrend is the as meaning that the market is headed for an downward movement of stock prices or of the extreme. market asmeasured by an average or index over Relative Strength a period of time, usually longer than six months. Trendlines are lines that are drawn to identify The empirical evidence shows that certain such trends and extend them into the future. securities perform better than other securities These linestypically connect the peaks of in agiven market environment and this advances and bottoms of declines. Sometimes, behaviour remains constant over time. Relative Research Explorer 14 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) strength isthe technical name given to such bottom out repeatedly and then bounce up again. securities by the technical analysts because Demand for the stock increases as the price these securitieshave stability and are able to approaches a support level. The buying pressure withstand both depression and peak periods. or the demand supportsthe price of stock Investors shouldinvest in such securities, preventing it from going lower. because these have constant strength in the Break-Out Theory market. The relative strengthanalysis may be applied to individual securities or to whole Break out is also called as ‘confirmation’. industries or portfolios consisting ofstock and This is indicated by drawing a line, which is a bonds. periodof consolidation, when the share prices move sideways within a range of about 5% of The relative strength can be calculated by: the shareprice. Eventually a break out will occur i. Measuring the rate of return of securities and it is often suggested that the longer the ii. Classifying securities period ofconsolidation, the greater will be the iii. Finding out the high average return of extent of ultimate rise or fall. securities Head and Shoulders Pattern iv. Using the technique of ratio analysis to find The Head and Shoulders pattern is by far out the strength of an individual security. the most reliable and widely used of all Technical analysts measure relative strength reversalpatterns. This pattern indicates a as an indication for finding out the return reversal of an uptrend. This pattern occurs at ofsecurities. They have observed that those the end of a bullmarket and is characterized by securities displaying greatest relative strength two smaller advances flanking a higher in goodmarkets (bull) also show the greatest advances just as the headlies in between two weakness in bad markets (bear). These shoulders. securities will riseand fall faster than the In reality, the shoulders are not always market.Technical analysts explain relative symmetrical. This does not in any way alter the strength as a relationship between risk and signalsprovided by the pattern. The important return of a securityfollowing the trends in the requirement is that the shoulders should be at economy. After preparing charts from different lower levelsthan the head. The left shoulder is securities over alength of time, the technician seen during the time when there is a lull in the would select certain securities which showed trading marketfollowed by heavy purchases. relative strength to bethe most promising The quiet time in trading called lull is such to investment opportunities. raise the price bypushing to a new peak. The Resistance and Support Levels head faces with the time when there are heavy purchases in themarket that it raises it and then The peak price of the stock is called the it falls back to indicate that it is far below the resistance area. Resistance level is the price top of the leftshoulder. The right shoulder level towhich the stock or market rises and then indicates that the price rises moderately by the falls repeatedly. This occurs during an uptrend activity in the marketbut it does not rise in such or asideway trend. It is a price level to which a manner that it reaches higher than the top of the market advances repeatedly but cannot the head while it isreaching top, it begins to fall breakthrough. At this level, selling increases again and such a decline is indicated. The which causes the price fall.Support level shows formation is easilydiscernible once the right the previous low price of the stock. It is a price shoulder is formed. The line that joins the points level to which a stock or market price falls or from where the finaladvance begins and ends is Research Explorer 15 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) called the neckline. A trend reversal almost Conclusion always occurs when theneckline is penetrated Investment is a financial activity that by the price line.The head and shoulders pattern involves risk. It is the commitment of funds for may be formed over short period of a few weeks a returnexpected to be realised in the future. or taken evenyears to emerge. This pattern is Investments may be made in financial assets or the most reliable indicator of the onset of a bear physicalassets. In either case there is the market. Themethod also provides scope for prospect that the actual return may vary from measuring the extent of fall in prices. The prices the expected return. That possibility is the risk are expected todecline after the penetration of involved in the investment.Risk and Return are the neckline by the price line, at least as much the two most important characteristics of any as the distancebetween the head and the investment. Safety andliquidity are also neckline. important for an investor. The objective of an Double top Formation investor is specified asmaximisation of return and minimisation of risk.The investors in the The double top occurs as an uptrend is about to reverse itself. A double top is formed financial market have different attitudes towards risk andvarying levels of risk bearing capacity. whenprices reach the previous high and react immediately, the two highs reached being almost Some investors are risk averse, while some may have anaffinity to risk. The risk bearing capacity at thesame level. Two peaks at comparable heights are seen, with a reaction forming a valley of an investor, on the other hand, is a function of hisincome. A person with higher income is betweenthem. The prices breakout into a bearish phase, once they penetrate the neckline drawn assumed to have a higher risk bearing capacity. Eachinvestor tries to maximise his welfare by across thebottom of the intervening reaction. The measuring implication is similar as for the choosing the optimum combination of risk and return inaccordance with his preference and head andshoulder formation. If the price line falls below the neckline by a distance equal to capacity. It is highly important for the investor to do bothfundamental and technical analysis the distancebetween the peak and the trough the indication is to sell. Volume is found to be for deciding the appropriate stock. distinctly low atthe second top. References Double Bottom Formation 1. V.A Avadhani (2011) “Security Analysis and Portfolio Management” Himalaya Publishing A double bottom pattern is just the reverse House, New Delhi. of a double top and occurs at the end of a 2. Frank J. Fabozzi, Harry M. Markowitz downtrendin prices. In double bottom, the (2011) “The Theory and Practice of second decline is supported by substantially Investment Management” Wiley more volume,indicating the price about to rise. 3. Harry Markowitz, Kenneth Blay (2013) The following figure shows the double bottom “Risk-Return Analysis” McGraw - Hill formation:Sometimes, the tops and bottoms are 4. Prasanna Chandra (2012) “Investment not found exactly at equal levels, but still these Analysis and Portfolio Management” providevalid reversal signals. Sometimes the Himalaya Publishing House, Delhi. patterns extend to triple tops or triple bottoms. 5. Preeti Singh (2014) “Fundamentals of It must beremembered that longer it takes for Investment Management”Himalaya the second top (bottom) to appear and deeper Publishing House New Delhi the interveningvalley (peak) more reliable will 6. http://www.investopedia.com be the reversal. 7. http://www.nasdaq.com/quotes/stock- charts.aspx

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Available online @ www.selptrust.org Research Explorer ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920; Vol. IV : Issue.12 ; January - June 2016

RELATIONSHIP BETWEEN EXTENDED SERVICE MARKETING MIX AND CUSTOMER SATISFACTION Dr. M. B. M. Ismail Senior Lecturer in Management and Commerce, South Eastern University of Sri Lanka, Oluvil, Sri Lanka Abstract Although there are enough studies in marketing mix and customer satisfaction in different industries and in different time periods few studies have witnessed the relationship between extended marketing mix such as people, process & physical evidence and customer satisfaction in Insurance industry. This study attempts to find out the relationship between extended marketing mix and customer satisfaction in branches of Ampara District, Ceylinco Insurance PLC. Size of the sample is composed of 300 selected customers from all these three branches in Ampara District. Items of extended service marketing mix such as people, process & physical evidence are 0.637, 0.604, and 0.656 respectively and those of customer satisfaction are 0.648. Mean values for items of people, process, physical evidence and customer satisfaction are satisfactory. Results of the correlation indicated that people and customer satisfaction has poor strength of association. But, association between process and physical evidence and customer satisfaction is moderate. Results of regression revealed that people, process and physical evidence has explained around 25% of the variation on customer satisfaction. Keywords: Customer, Extended, Marketing, Mix, Relationship, Satisfaction. Introduction only partially adequate to conduct effective services marketing strategy. There are three There are sufficient research studies on additional Ps such as people, process, and marketing mix and customer satisfaction in physical evidence. Ruth and Katherine (1999) different industries and in different time periods. studied about a dynamic model of customers' Ruth and Katherine (1999) studied about a usage of services that is an antecedent and dynamic model of customers' usage of services consequence of satisfaction. It was evaluated that is an antecedent and consequence of that customers' usage of service affects overall satisfaction. Valarie, Mary, and Dwayne (2010) satisfaction, which in turn affects future usage. studied about services marketing strategy. It has It was found that customers' usage levels can been indicated that the four Ps of marketing such be managed through pricing strategies, as product, price, promotion, and place and are communications, and more generally dynamic

Research Explorer 17 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) customer satisfaction management. There are models. Ruth and Katherine (1999) have previous studies that have found varying degrees developed and tested a dynamic model of of relationship between service marketing mix customer usage of services, identifying causal and customer satisfaction. Although there are links between customer's prior usage levels, different studies in marketing mix there are few satisfaction evaluations, and subsequent service studies on extended marketing mix such as usage. people, process & physical evidence and Review of Previous Literature customer satisfaction. Previous literatures were found in hotels, hospitals, Universities, banks Review of the literature is conducted in the and so on. Ceylinco Insurance PLC has become combination of extended marketing mix and the leading insurance company in Sri Lanka. customer satisfaction. Ismail and Safrana Therefore, this study is conducted in branches (2015) found there is an impact of marketing of Ampara District, Ceylinco Insurance PLC. strategy on customer retention in handloom industry. Ismail and Velnampy (2014) found that Research question and objective marketing mix of product life cycle has This study has “is there relationship between relationship with business performance for extended service marketing mix and customer sarong of Royal Handloom Weaving Factory. satisfaction” as research question which is then Ismail (2014) found that product mix is related translated into research objective as “to find out to sales maximization of rice mill entrepreneurs the relationship between extended marketing in Ampara Coastal Area in Eastern Province of mix and customer satisfaction”. Sri Lanka. Ismail (2014) found that consumer promotional budget has influence on sales in Motivation of the Study retail marketing. Ismail and Velnampy (2013) This study is significant in several ways. found number of determinants of patient Studies have proved that marketing mix is satisfaction in public health service crucial for relationship marketing. Christian organizations in Eastern Province of Sri Lanka. (1994) studied about marketing mix to Ismail and Velnampy (2013) found that relationship marketing. Studies have found that corporate performance has impact on marketing has several aspects. Marketing is a satisfaction in public health service multi-faceted social process. Studies have also organizations in Eastern Province of Sri Lanka found that service marketing is important for using Balanced Score Card. Ismail and Velnamy pricing, quality management, internal marketing (2013) found that performance and patient and intra-organizational development. Studies satisfaction are correlated with one another in have found that service marketing is the base public health service organizations in Eastern for theory building. Studies have found that Province of Sri Lanka. Ismail (2012) found that extended service marketing mix is instrumental service quality has correlation with bank client for profit generation. Kaj, Tore, and Christian satisfaction in South Eastern Region of Sri (1994) studied about managing customer Lanka. Ismail (2010) found there are different relationships for profit. Literatures have found determinants of retail customer satisfaction in that service marketing mix lead to customer banking industry in the Eastern Province of Sri satisfaction and loyalty. In the service quality Lanka. literature, higher quality is assumed to lead to Melewar and Saunders (2000) studied about customer satisfaction, which leads to customer global corporate visual identity systems that use loyalty and this drives customer profitability. an extended marketing mix. This considered Studies have found that extended service wider view of seven Ps of service marketing marketing mix try to develop the marketing such as product, price, place, promotion, Research Explorer 18 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) participants, physical evidence and process. It branches such as Kalmunai, Aakkaripattu and was found that global corporate visual systems Ampara are considered as population in this uses and it is anticipated that communications study. benefits should go beyond the usual marketing Size of the Sample mix. Miyoung and Haemoon (1998) studied about quality function deployment that is from Out the population, size of the sample is an extended framework for service quality and composed of 300 selected customers from all customer satisfaction in the hospitality industry. these three branches in Ampara District. In this This study provides with some benefits and study, the simple random sampling method is disadvantages of the QFD process and used to collect data. Each branch considers 100 compared to extant service quality and customer customers as sample for data collection. satisfaction paradigms. It was concluded that Mode of data collection quality deployment function is necessary for customer satisfaction. Brandt (1988) studied Data are collected using primary data about how service marketers can identify value- collection method. On this basis, instruments enhancing service elements. It was found that a i.e. questionnaires are used to collect the data. simple method of looking at customer There were two parts such as personal satisfaction survey data is essential for service information and research information in the marketers who can use to distinguish minimum questionnaire that scaled in 5 point. Point 5 requirements from value enhancements. indicated strongly agreed and point 1 indicated strongly disagreed. Charles and Charles (1989) studied about compatibility management from customer-to- Methods of data analysis customer relationships in service environments. In this study, reliability statistics, descriptive It was found that how customers potentially statistics, correlation and regression were used influence the satisfaction and dissatisfaction of for data analysis. All these analyses were by other customers in many service environments. SPSS with the version of 22. It was concluded that customer compatibility and customer behavior are important in service Results and Discussion of Findings environments. Reliability statistics Hypotheses Development Reliability statistics have been calculated The following null and alternative using Cronbach's Alpha. Value of Cronbach's hypotheses are developed. Table 1 tabulated in Alpha for items of extended service marketing Table 1. mix such as people, process & physical evidence and customer satisfaction are 0.637, 0.604, Methodology 0.656 and 0.648 respectively. Cronbach (1951); Likert (1932); Ismail and Velnampy (2013) have indicated that value of Cronbach should be higher for higher reliability. Reliability for extended service marketing mix and customer satisfaction is tabulated in Table 2. Population of the Study Table 2: Reliability Statistics The population of this study includes all the customers who have dealings with all Ceylinco Insurance branches. Customers in all three main

Research Explorer 19 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Descriptive statistics for extended service of association between variables vary. Altman marketing mix (people, process and physical and Bland (1983) stated that the Pearson evidence) correlation coefficient, r, can take a range of Descriptive statistics have been calculated values from +1 to -1. A value of 0 indicates that for extended service marketing mix such as there is no association between the two people, process and physical evidence. Mean variables. A value that is greater than 0 indicates values for Items of people vary between 3.60 to a positive association. That is, as the value of 4.42. Those of process vary between 3.39 to one variable increases, so does the value of the 4.31. Likewise, those of physical evidence vary other variable. A value that is less than 0 between 3.35 to 3.87. All these mean values indicates a negative association. That is, as the are greater than 3. This means people, process value of one variable increases, the value of the and physical evidence contribute to extended other variable decreases. Hinkle, Wiersma and service marketing mix. Table 3 tabulates the Jurs (2003) highlighted that the stronger the descriptive statistics for extended service association of the two variables, the closer the marketing mix. Pearson correlation coefficient, r, will be to Table 3: Descriptive statistics for extended either +1 or -1 depending on whether the service marketing mix (people, process and relationship is positive or negative, respectively. physical evidence) Achieving a value of +1 or -1 means that all your data points are included on the line of best fit - there are no data points that show any variation away from this line. Values for r between +1 and -1 (for example, r = 0.8 or - Descriptive statistics for customer 0.4) indicate that there is variation around the satisfaction line of best fit. The closer the value of r to 0 the greater the variation around the line of best fit. Descriptive statistics have been calculated for customer satisfaction. Mean values for Items Altman and Bland (1983); Hinkle, Wiersma and of customer satisfaction vary between 3.42 to Jurs (2003) have categorized the Pearson 3.65. Since all these mean values are greater correlations into three major categories such as than 3. This means that customer satisfaction small, medium and large. These values are have satisfactory level among customers. Table tabulated in Table 5. 4 tabulates the descriptive statistics for customer Table 5: Correlation Coefficient satisfaction. Table 4: Descriptive statistics for customer satisfaction

(Source: Altman and Bland, 1983; Hinkle, Wiersma and Jurs, 2003, Ismail, 2015) Table 6 tabulates the correlation values for Correlation extended service marketing mix such as people, Previous studies have proved that are process & physical evidence and customer different values for Pearson correlation. Based satisfaction on the values of Pearson correlation, the strength

Research Explorer 20 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Table 6: Correlations SS Total are 315.134, 931.213 and 1246.347 respectively. Degrees of freedom for SS Regression, SS Residual and SS Total are 3, 296 and 299 respectively. Values of MS Regression and MS Residual are 105.045 and 3.146 respectively. F statistics is 33.390. This value is significant. Table 8 tabulates the ANOVA. Table 8: ANOVA Correlations have been calculated for extended service marketing mix such as people, process & physical evidence and customer satisfaction. Since correlation value between people and extended marketing mix is 0.220 Table 9 tabulates the coefficient values. there is poor strength between them. On the Values of unstandardised beta coefficient for other hand, correlation values for process and constant, people, process and physical evidence physical evidence are 0.352 and 0.427. These are -.446, .090, .173 and .266 respectively. values explain that there are moderate strengths of association between process & physical Table 9: Coefficients evidence and customer satisfaction. Hypotheses Tested All the developed three null hypotheses are rejected and all the alternative hypotheses are accepted (p < 0.05). Thus, there are relationships between people, process, physical These coefficients can be used to write the evidence and customer satisfaction. formula between extended service marketing Regression mix such as people, process and physical evidence and customer satisfaction. Following the correlation analysis, regression analysis has been conducted. Table Customer Satisfaction = -0.444 + people * tabulates the values of R, R square and Adjusted 0.090 + process * 0.173 + Physical evidence * R square. Values of R square and Adjusted R 0.266………………………...Eq. (1) square are 0.253 and 0.245 respectively. These Conclusion values indicate that extended service marketing mix such as people, process and physical Value of Cronbach's Alpha for items of evidence has explained around 25% of the extended service marketing mix such as people, variation on customer satisfaction. Values of R process & physical evidence (0.637, 0.604, and square and Adjusted R square are tabulated in 0.656) and customer satisfaction (0.648) are Table 7 of model summary. greater than 0.6. Mean values for items of people vary between 3.60 to 4.42. Those of Table 7: Model Summary process vary between 3.39 to 4.31. Likewise, those of physical evidence vary between 3.35 to 3.87. All these mean values are greater than Analysis of Variance (ANOVA) 3. This means people, process and physical evidence contribute to extended service Values of SS Regression, SS Residual and Research Explorer 21 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) marketing mix. Similarly, mean values for Items 7. Ismail, M. B. M. and Velnampy, T. (2014). of customer satisfaction vary between 3.42 to Marketing Mix of Product Life Cycle 3.65. Since all these mean values are greater (MMPLC) and Business Performance (BP) than 3. This means that customer satisfaction for Sarong of Royal Handloom Weaving have satisfactory level among customers. Since Factory (RHWF). European Journal of correlation value between people and extended Commerce and Management Research 2 (8), marketing mix is 0.220 there is poor strength 168 – 174. between them. On the other hand, correlation 8. Ismail, M. B. M. (2014), Product Mix and values for process and physical evidence are Sales Maximization of Rice Mill 0.352 and 0.427. These values explain that there Entrepreneurs in Ampara Coastal Area, Eastern Province of Sri Lanka. Journalof are moderate strengths of association between Management 6 (1), 13 - 27 process & physical evidence and customer satisfaction. Results of regression revealed that 9. Ismail, M. B. M. (2014), Influence of R square and Adjusted R square are 0.253 and consumer promotional budget on sales in retail marketing. Paper presented at 0.245 respectively. People, process and physical International Conference on Global evidence has explained around 25% of the Research, pp. 27- 34 variation on customer satisfaction. 10. Ismail, M. B. M. and Velnampy, T. (2013), References “Determinants of patient satisfaction in 1.Brandt, D. R. (1988) "how service marketers public health service organizations in can identify value-enhancing service Eastern Province of Sri Lanka”, The USV elements", Journal of Services Marketing, Annals Journal of Economics and Public Vol. 2 Iss: 3, pp.35 – 41 Administration, Vol. 13 Iss. 2 p. 18. 2. Charles, L. M., and Charles, A. P. (1989) 11. Ismail, M. B. M. and Velnampy, T. (2013), "Compatibility Management: Customer-to- Corporate performance and satisfaction in Customer Relationships in Service public health service organizations in Environments", Journal of Services Marketing, Eastern Province of Sri Lanka using Vol. 3 Iss: 3, pp.5 – 15 Balanced Score Card (BSC). Paper presented at International Conference, NAM, Nepal. 3. Christian, G. (1994), "From Marketing Mix to Relationship Marketing: Towards a 12. Ismail, M. B. M. and Velnamy, T. (2013), Paradigm Shift in Marketing", Management Performance and Patient satisfaction in Decision, Vol. 32 Iss: 2, pp.4 – 20 Public Health Service Organizations (PHSO) in Eastern Province of Sri Lanka, European 4. Cronbach, L. J. (1951). Coefficient alpha and Journal of Applied Social Sciences Research the internal structure of tests. Psychometrika, (EJASSR) Vol. 1, Iss. 3. Vol. 16, Iss. 3, pp. 297-334 13. Ismail M. B. M. and Velnampy, T. ( 2013) 5. Hinkle, D. E, and Wiersma, W, and Jurs, S. “Determinants of Patient Satisfaction (PS) G. (2003). Applied Statistics for the in Public Health Service Organizations Behavioral Sciences. 5th edition. Boston: (PHSO) in Eastern Province of Sri Lanka”, Houghton Mifflin. The USV Annals of Economics and Public 6. Ismail, M. B. M. and Safrana, M. J. (2015), Administration, Vol. 13, No. 2 pp. 18. Impact of marketing strategy on customer retention in handloom industry. Paper 14. Ismail, M. B. M. (2012), Corporate social presented at International Conference: South responsibility in People's Bank of Sri Lanka. Eastern University of Sri-Lanka Paripex- Indian Journal of Research, Vol. 1. No. 11. pp. 27-30.

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Available online @ www.selptrust.org Research Explorer ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920; Vol. IV : Issue.12 ; January - June 2016

PRODUCTION OF HORTICULTURAL CROPS IN INDIA - AN OVERVIEW Dr.C.Venkateswar Rao Post Doctoral Fellow, Department of Commerce, S.V.University, Tirupati-517502. Andhra Pradesh Dr.M.Reddi Naik Assistant Professor, Government Degree College, Puttur, Chittoor district, Andhra Pradesh Dr. M.Venkateswarlu Professor of Commerce, S.V.University, Tirupati-517502. Andhra Pradesh. ABSTRACT India with diverse soil and climate comprising several agro-ecological regions provides ample opportunity to grow a variety of horticulture crops. These crops form a significant part of total agricultural produce in the country comprising fruits, vegetables, root and tuber crops, flowers, ornamental plants, medicinal and aromatic plants, spices, condiments, plantation crops and mushrooms. It is estimated that all the horticulture crops put together cover nearly 11-6 million hectares area with an annual production of 91 million tonnes. Though these crops occupy hardly 7 per cent of the cropped area they contribute over 18 per cent to the gross agricultural output in the country. Horticultural crops play a unique role in India's economy by improving the income of the rural people. Cultivation of these crops is labour intensive and as such they generate lot of employment opportunities for the rural population. Fruits and vegetables are also rich source of vitamins, minerals, proteins, and carbohydrates etc. which are essential in human nutrition. Hence, these are referred to as protective foods and assumed great importance as nutritional security of the people. Thus, cultivation of horticultural crops plays a vital role in the prosperity of a nation and is directly linked with the health and happiness of the people. Key Words: Potato, Onion, Coconut, Cashew, Areca nut, Banana, Garlic, Ginger, Sweet potato, Tapioca, Turmeric, Chillies, Coriander, Cardamom and Pepper

Introduction Horticulture over the years has emerged as an The Department of Horticulture was formed indispensable part of Agriculture by offering in the year 1981 after getting bifurcated from wide range of crop diversification choice to the State Department of Agriculture. farmers and providing opportunities for

Research Explorer 23 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) sustaining large number of agro-industries and other plantation crops. It is a science of which have created employment opportunities cultivation of garden plants. The word to semi-skilled and unskilled labour force. In Horticulture in derived from the Latin word view of the increased public investment in Hortus meaning enclosure (garden) and culture Horticulture sector, the Govt., of A.P. has been - meaning, cultivation, Thus Horticulture mans giving much needed emphasis to Horticulture culture or cultivation of garden crops. development, primarily targeting at increasing Objective of the Study the production and productivity of horticulture crops, development of infrastructure for Post The main objective is to study the growth of Harvest Management and providing access to horticultural crops in India domestic and export markets. Horticulture Data Base: sector contributes approximately 5.16 per cent of the State GSDP. Horticulture sector is also The study is based on secondary source of identified as one of the growth engines to information; the secondary data are collected contribute GSDP growth in the vision 2020 Department of Agriculture & Corporation document. (Horticulture Division), Agricultural Statistics at a Glance 2014, Published Articles, Journals Definition of Horticulture of Department of Agriculture and Research Horticulture may be broadly defined as the Articles Related to it. Area cultivation of Science and art of growing fruits, vegetables Horticultural Crops in India during the years and flowers and crops like spices condiments 2003-04 to 2013-14 is presented in table 1. Table 1 Area cultivation of Horticultural Crops in India during the years 2003-04 to 2013-14 Area in “000” Hectares

Source: Department of Agriculture & 14. Coconut irrigated lowest area in 1.90 Corporation (Horticulture Division). hectares in 2007-08 and highest recorded in 2.14 hectares in 2013-14. Cashew irrigated area Major Horticultural crops cultivated lowest was shown in 820 hectares in 2004-05 area”000” in India is shown in table 1. Potato and highest area irrigated was recorded in 1008 shows lowest area irrigated in 1.32 hectares in hectares in 2013-14. Areca nut irrigated area 2004-05 and highest area irrigated is 2.02 lowest was noticed in 364.30 hectares in 2004- hectares in 2013-14. Followed by Onion was 05 and highest irrigated area is shown 463.90 lowest noticed in 0.55 hectares in 2004-05 and hectares in 2011-12. Banana irrigated area highest was irrigated in 1.21 hectares in 2013- lowest was in 404.20 hectares in 2004-05 and Research Explorer 24 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) highest irrigated area is shown 831.21 hectares irrigated area is shown 557.90 hectares in 2011- in 2013-14. Garlic irrigated area lowest was in 12. Cardamom irrigated area lowest was in 134.90 hectares in 2005-06 and highest irrigated 81.80 hectares in 2007-08 and highest irrigated area is shown 247.52 hectares in 2012-13. area is shown 99.20 hectares in 2013-14. Pepper Ginger irrigated area lowest was in 95.30 irrigated area lowest was in 121.70 hectares in hectares in 2004-05 and highest irrigated area 2013-14 and highest irrigated area is shown is shown 155.06 hectares in 2011-12. Sweet 260.23 hectares in 2005-06. Total average potato irrigated area lowest was in 106.00 Horticultural Crops cultivated area onion was hectares in 2007-08 and highest irrigated area noticed lowest in 0.86 in hectares and highest is shown 124.00 hectares in 2008-09. Tapioca was recorded 911.9 hectares in Cashew nut. Its irrigated area lowest was in 206.96 hectares in Compound Annual Growth rate is high 0.0747 2012-12 and highest irrigated area is shown in banana and low -0.0061in tapioca and SD is 280.00 hectares in 2008-09. Turmeric irrigated high in 165.9285 from Banana and lowest from area lowest was in 158.70 hectares in 2004-05 0.0943 Potato. From the table one can observe and highest irrigated area is shown 234.10 that Horticultural Crops irrigated area is shown hectares in 2013-14. Chillies irrigated area increasing trend from the study period except lowest was in 654.00 hectares in 2005-06 and 2009-10. Production of Horticultural Crops in highest irrigated area is shown 805.81 hectares India during the years 2003-04 to 2013-14 is in 2007-08. Coriander irrigated area lowest was shown in table 2. in 320.83 hectares in 2006-07 and highest Table 2. Production of Horticultural Crops in India during the years 2003-04 to 2013-14. Production in “000” tonnes

Source: Department of Agriculture & Corporation (Horticulture Division) Horticultural Crops Production”000” in lowest was shown in 573 tonnes in 2005-06 and India is shown in table 2. Potato shows lowest highest production was recorded in 757 tonnes Production 22.18 tonnes in 2006-07 and highest in 2013-14. Areca nut production lowest was production 45.34 tonnes in 2012-13. Followed noticed in 452.70 tonnes in 2004-05 and highest by Onion was lowest production 6.43 tonnes in production is shown 680.70 tonnes in 2011-12. 2004-05 and highest was 19.77 tonnes in 2013- Banana production lowest was in 11710.30 14.Coconut production lowest in 101.48 tonnes tonnes in 2004-05 and highest production is in 2008-09 and highest recorded in 226.84 shown 29780.00 tonnes in 2011-12. Garlic tonnes in 2012-13. Cashew nut production production lowest was in 598.20 tonnes in 2005-

Research Explorer 25 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) 06 and highest production is shown 1259.27 tonnes in 2007-08 and highest production is tonnes in 2012-13. Ginger production lowest shown 99.20 tonnes in 2013-14. Pepper was in 359.00 hectares in 2004-05 and highest production lowest was in 40.60 tonnes in 2011- production is shown 755.62 tonnes in 2011-12. 12 and highest production is shown 92.90 tonnes Sweet potato production lowest was in 932.50 in 2005-06. Item wise horticultural crops tonnes in 2004-05 and highest production is production onion was noticed lowest in 127.97 shown 1132.36 tonnes in 2012-13. Tapioca in tonnes and banana was highest recorded production lowest was in 5854.80 tonnes in 225030.5 tonnes. Total all horticultural crops 2004-05 and highest production is shown production onion was noticed lowest in 9623.00 tonnes in 2008-09. Turmeric 22978.11 in tonnes 2004-05 and highest production lowest was in 718.10 tonnes in 2004- recorded 45151.87 tonnes in 2013-14. Its 05 and highest production is shown 1228.90 Compound Annual Growth rate is high 0.11887 tonnes in 2013-14. Chillies production lowest in onion and low -0.0397 in pepper and SD is was 1014.60 tonnes in 2005-06 and highest high in 6828.374 from Banana and lowest from production is shown 1375.50 tonnes in 2013- 4.23479 onions. From the table one can observe 14. Coriander production lowest was in 223.40 that horticultural crops production is shown tonnes in 2005-06 and highest production is increasing trend from the study period. Yield of shown 532.90 tonnes in 2011-12. Horticultural Crops in India during the years 2003-04 to 2013-14 is presented in table 3. Cardamom production lowest was in 81.80 Table 3 Yield of Horticultural Crops in India during the years (2003-04 to 2013-14) Yield in Kg/PH

Source: Department of Agriculture & Corporation (Horticulture Division) The table 3 shows that Horticultural crops Kg/ha in 2010-11 and highest yield is shown yield per hectare in India. Potato shows lowest 1467 Kg/ha in 2011-12. Banana yield lowest yield 14943 Kg/ha in 2006-07 and highest was in 28575 Kg/ha in 2005-06 and highest production 22760 Kg/ha in 2012-13. yield is shown 36977 Kg/ha in 2008-09. Garlic Followed by Onion was lowest yield 11718 yield lowest was in 4434 Kg/ha in 2005-06 and Kg/ha in 2004-05 and highest was 19318 Kg/ highest yield is shown 5264 Kg/ha in 2010-11. ha in 2013-14.Coconut yield lowest in 5333 Kg/ Ginger yield lowest was in 3499 Kg/ha in 2008- ha in 2008-09 and highest recorded in 10600 09 and highest yield is shown 5010 Kg/ha in Kg/ha in 2012-13. Cashew nut yield lowest was 2012-13. Sweet potato yield lowest was in 8699 shown in 695 Kg/ha in 2009-10 and highest Kg/ha in 2004-05 and highest yield is shown yield was recorded in 860 Kg/ha in 2007- 10265 Kg/ha in 2013-14.Tapioca yield lowest 08.Areca nut yield lowest was noticed in 1194 was in 25522 Kg/ha in 2004-05 and highest

Research Explorer 26 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) yield is shown 38582 Kg/ha in 2011-12. works. Some other people horticultural crops Turmeric yield lowest was in 4382 Kg/ha in self employment in this work. It is also provides 2009-10 and highest yield is shown 5337 Kg/ employment generation. Most of people utilize ha in 2011-12. Chillies yield lowest was 1544 the dry land in Potato, Onion, Coconut, Cashew Kg/ha in 2010-11 and highest yield is shown nut, Areca nut, Banana, Garlic, Ginger, Sweet 1740 Kg/ha in 2013-14. Coriander yield lowest potato, Tapioca, Turmeric, Chillies, Coriander, was in 610 Kg/ha in 2008-09 and highest yield Cardamom and Pepper also. Dry lands, in fact is shown 1008 Kg/ha in 2013-14. Cardamom are the only hope of the future for feeding the yield lowest was in 160 Kg/ha in 2006-07 and fast increasing population. To improve the highest yield is shown 209 Kg/ha in 2013-14. economic conditions of the people in the dry tracts and their nutrition and health standards, Pepper yield lowest was in 183 Kg/ha in it is necessary to encourage dry land horticulture 2010-11 and highest yield is shown 422 Kg/ha through extension support for dry land orchards in 2012-13. Item wise horticultural crops yield and support for development of new was noticed lowest in cardamom 1800 in Kg/ technologies for dry land horticulture through ha and tapioca was highest recorded 339515 Research and Development. India has given the Kg/ha. Total all horticultural crops yield was highest priority for watershed management of noticed lowest in 7806.467 in Kg/ha 2004-05 farm areas and also tank development. So we and highest recorded 10287.6 Kg/ha in 2013- should widely broadly spread these commercial 14. Its Compound Annual Growth rate is high crops in the market structure to develop in over 0.0513 in onion and low -0.0065 in cashew nut Indian economy. and SD is high in 3364.562 from tapioca and lowest from 14.4845 cardamoms. From the table References: one can observe that Horticultural Crops yield 1. Hand Book on Horticulture Statistics 2014, is shown fluctuations from the study period. Government of India Ministry of Agriculture Conclusion: Department of Agriculture and Cooperation New Delhi. Horticultural crops are one of the parts of 2. Department of Agriculture & Corporation agriculture sector in India. Many rural and semi- (Horticulture Division). urban people horticultural crops use in our daily

Research Explorer 27 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

Available online @ www.selptrust.org Research Explorer ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920; Vol. IV : Issue.12 ; January - June 2016

THE DIFFERENCE BETWEEN TESS OF THE D'URBERVILLES THE NOVEL AND TESS OF THE D'URBERVILLES THE FILM Cijo Joseph Assistant Professor Kristu Jyoti College of Management and Technology Kurisummoodu P.O, Chethipuzha, Changanassery, Kottayam, Kerala-686104. ABSTRACT When a literary creation is turned into a filmatic version many changes do occur in its transition or transformation. Although, visually speaking, the filmatic version of a novel or short story looks stunningly attractive and beautiful, many of the minutest aspects of the literary work concerned are lost in translation so to speak. The characters who are the sum and substance of the novel would get altered in the filmatic version of that particular novel's onward journey into a new genre. These changes do take place in the filmatic version of a novel solely because of the pressing need of the director of the film to put the events and incidents surrounding the characters of the novel into film in such away so much so that to generate the visual images to capture the attention of the film viewing public. The novel that reflects the pulse of a social or family situation in a stark manner cannot be shown as such while film is produced on that novel. This research paper tries to explore the different aspects regarding the filmatic version of a novel while it is made into a film. Keywords : The maiden, Maiden, The Rally, The Consequence, The Convert, Fulfillment

Introduction the central character Tess and her troubles, trials There are so many differences between Tess and tribulations. When the novel is red by a the novel and Tess the film it seems that the reader he or she gets clear perspective of the essence of the novel is deprived of when it is main and other characters of the novel, But, shown as a film. If the novel is considered as a when it comes to the film certain essential parts flying bird, the film can be considered as a bird of the novel are clipped to give importance to with its wings clipped. The novel Tess of the this trivial matter or that trivial aspect. It is very D'Urbervilles is divided into seven parts such important and relevant to ask a question. Did as 'The maiden', 'Maiden no More', The Rally', Tess enjoy when she had sexual inter course 'The Consequence', 'The woman pays', 'The with Alec? The question is a bit nauseating. But Convert' and 'Fulfillment'. By making the novel it is a very relevant question. In the novel it is into seven parts the novel tries to revolve round portrayed that the situation is such that she is

Research Explorer 28 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) compelled and induced to have sex with Alec. he is restrained in his approach to sexual matters But this same thing is shown in the film in a in the novel Tess of the D'Urbervilles. But he different manner where it is because of the guilty is very open to the natter of sex in the film based feeling generated in the mind of Tess that on the novel Tess of the D'Urbervilles which is prompts her to have sex with Alec whether it is produced in the modern time. The most a sexual intercourse in which the consent of Alex important peculiarity of the modern time is that and Tess is involved or not it is still to be proved. in matters regarding sex and morality the people But one thing is clear that two versions are given in the modern time is that in matters regarding in a different manner in film and in the novel. sex and morality the people in the modern time are little bit liberal. So the film produced during The novel 'Tess of the D'Urbervilles starts the modern time based on the novel is definitely with mainly two incidents in the first incident liberal. So certain things which were considered Tess comes across a very handsome young man as taboo in the past when the novel was written named Angel Clare who is to become her are considered as liberal in the modern time somewhat true lover and in the second incident when the film is produced. So that is why this she is held responsible for the killing of a horse difference in regard to the depiction of morality which is the only source of income for her in both the film and the novel. family. This guilty feeling within her even for trivial matters is one of the causes for her Although the violation of Tess is depicted in ultimate downfall and subsequent execution by suggestive language in the novel, certain state authorities. In the novel this aspect of Tess essential factors in the novel are given character is depicted in a splendid manner. But importance in a very frank and open manner and the same element within herself is not given the language such as Tess anger against her husband importance it deserves in the film. This aspect Angel Clare for abandoning her and not helping of Tess is dealt with in a shabby fashion in the although not knowingly when she is in absolute film. That itself is drawback of the film based trouble. This anger of Tess towards her husband on the story of the Thomas Hardy's Tess of the is not adequately presented in the film. It is D'Urbervilles. shown only through certain few words when she writes a letter to Angel Clare asking him to save There is another relevant question related her from the plight and predilection she is in. to this difference between Tess the novel and But in the novel it is portrayed in a massive Tess the film. How the violation of a beautiful fashion through long passages and her constant young lady is portrayed. In the film it is lamentations. It is a very difficult question portrayed in a naked fashion without any whether Tess likes Alec or not to be understood inhabitation and cover, but in the novel the by the film viewers. In the film definitely she approach is little bit restrained and conservative. doesn't show any hint or clue that might lead us In the novel the examples from nature and the to realize her aversion for him. In the film her state prevailing in nature are shown to indicate dislike for Alec is shown in such a fashion the or denote the violation of Tess by Alec but in film viewers tend to think that Tess even harbors the film it is shown in a very open fashion a very secret, hidden and indirect liking for him probably because the period in which the novel in the interiors of the interiors of her heart. Her is written and the film is produced. When the actions also in the film lead to such conclusion. novel is written, Thomas Hardy had to cater to But in the novel her dislike for Alec is described the interest of the conservative inclined or in every conceivable ways. When Tess tries to oriented people of the period in the 19th century. keep away from him even at the cost her family's He did not want to present especially sexual absolute downfall is indicative of her matters in an explicit manner in his novel. So

Research Explorer 29 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) determination, grit and vigour to keep herself terms of how to show the attitudes of a lady away from Alec's crooked, unscrupulous and who is violated and how she deals with such a indecent tactics and attitudes. matter while she lives in a conservative society which tries to overlook this particular matter The film makers of Tess of the D'Urbervilles and even the people of this society try to sweep struggle hard to show that Angel Clare is a good these matters under the carpet and how a lady man. But he fails miserably when he tries to cope with her violation is shown in a discriminates man from woman. He shows modern perspective not in the perspective of a discrimination toward Tess when he deals with lady living in a 19th century society. So this is her character. In the film Angel Clare is shown a serious drawback the film has in its as a compassionate and considerate lover at the composition, certain social matters which should concluding section but Tess pays the ultimate have been shown in a 19th century background price. Angel Clare is equally responsible for the and taste are shown in the taste and perspective plight she is in. It is true when Clare marries of the modern time. her she is a corrupted and violated lady. But in Clare's case also he has had an affair with an Whether the film maker of Tess of the elderly woman. This aspect of Clare's character D'Urbervilles has strayed from the beaten track is not given the importance it deserves in the or struck to it should be analyzed and found out. film. A film maker has to go deep into his During the composition of the film, the film – character to find out what is peculiar out there maker has not left the beaten track; he has in his character. But the film maker doesn't show always struck to the beaten track. He has not the inclination to do such a thing. Both Mr. Clare brought about any new experiments to the and Tess are equally responsible for the composition of this film and exposed no new breakdown of their married life. But in the film theories and trends. The film maker should have it is shown that she is solely and exclusively shown Tess as an assertive lady. In his quest to responsible for the breakdown of the marriage make the film based on the people of the 19th concerned. Her failures are there to be seen by century society, the film-maker gives ancient everybody in the film. But Clare's bad behavior 19th century setting to the film but fails entirely is shown in lesser important fashion. It can be in projecting the spirit of the 19th century safely said that the film Tess the D'Urbervilles through his characters. He reached nowhere in is more discriminatory in the portrayal of Tess his attempt to project 19th century British character than in the novel. society with 20th century British Society characteristics. So, here is a gross difference Certain social issues are treated in a different between Tess the novel and Tess the film in terms manner in Tess the novel and Tess the film. In of the social, economic, religious and moral the film the place of women in the society is matters and the subjugation of women in a male- shown in a very degraded fashion. They are dominated society, in terms sexual matters and considered as playthings in a male-dominated basic fearful attitude regarding morality and society. But the portrayal of women in the novel ethical matters. is little more sensitive and straight- forward. The novel portrays the suppression; oppression The fact of the matter is that in the film and compression of women in an open fashion everything is shown not in a touchy fashion. As in the 19th century society, but when it comes soon as the viewer of the film leaves the theatre, to film these suppressive attitudes of the males the film also relegates to the category of usual in society are often not given the attention they love stories broken down half way through the deserve, although this film is produced in the line. There is nothing new in the film Tess of modern time. There is a difficulty in the film in the D'Urbervilles compared to other films

Research Explorer 30 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) depicting the same mode of story. All sequences 220) are packed with trials and tribulations of an But such outburst of anger from the part of innocent lady and the people who put her in Tess is not shown in film towards Alec except trouble. The film definitely is not the an occasional mild outburst followed by a reproduction of novels starting in the fashion violent act, when he comes to help her to get “once upon a time” and ending or concluding out of her troubles while she works in a farm. in the way “they lived happily there after” But There is a letter written by Tess to Angel Clare the film has nothing to show which would make when he is in Brazil. This letter is an adequate it an innovative and renovative film. But the testimony of Tess devotion, dedication and novel on the other hand is highly sensitive and commitment to Angel Clare. This letter is fully heartwarming through the portrayal of the given in the novel to convince everybody that different characters and the description of Tess is a devoted and nice wife. But in the film different intimate matters that take place at no occasion it is shown so adequately the between true lovers Mr. Clare and Tess. After devotion of Tess to her husband Angel Clare. reading the novel the readers get a clear picture The Extracts from this letter in the novel being of the suffering and pains of different characters described below would show or convince the and the situations and circumstances they are degree of devotion Tess has towards her husband in. How a spiritual man is turned into a sexual Angel Clare. The letter starts with. deviant is depicted in a very powerful manner in the novel. But in the film this matter is not My own Husband, - let me call you so I must given sufficient considerations. even if it makes you angry to think of such an unworthy wife as I. I must cry to you in my The taboos, stigmas, inhibitions and trouble – I have no one else! I am so exposed to prejudices the Roman Catholic Church had in temptation, Angel. I fear to say who it is, and I the 19th century are depicted in a very elaborate do not like to write about it at all. But I cling to manner in the novel. When the village priest you in a way you cannot think! Can you not doesn't allow Tess's child to be buried in the come to me now at once, before anything terrible church backyard where people are buried happens? D, I know you cannot, because you because her child born out of wedlock, the are so far away I think I must die if you do not attitude of the church towards the delicate come soon, or tell me to come to you. The human problems which should be tackled with punishment you have measured out to me is utmost care is completely and starkly exposed. deserved- I do know that well deserved-and you Instead of helping Tess to rebuild her life after are right and just to be angry with me. But, the turbulent period in her life, the church has Angel, please, please, not to be just-only a little only helped in depriving the will and kind to me, even if I do not deserve it, and come determination of Tess to live and go ahead in to me! If you would come, I could die in your her life. The wrongdoing of the church is arms! I would be well content to do that it so be portrayed in a powerful manner in the novel but you had forgiven me. (Page 239) this aspect is completely undermined in the film of Tess of the D'Urbervilles. The anger of Tess Again, towards Alec her seducer is depicted through The daylight has nothing to show me, since these words of Tess in the novel. you are not here, and I don't like to see the rooks 'Now punish me she said, turning up her eyes and starlings in the fields, because I grieve and to him with the hopeless defiance of the grieve to miss you who used to see them with sparrow's gaze before its captor twists its neck. me. I long for only one thing in heaven or earth Whip me; crush me… I shall not cry out. Once or under the earth, to meet you, my own dear! victim, a always victim that's the law!” (Page Come to me- come to me, and save me from Research Explorer 31 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) what threatens me!-your faithful heartbroken O why have you treated me so monstrously, (page 240). Angel! I do not deserve it. I have thought it all These types of explicit testimonies by Tess over carefully, I can never, never forgive you! in order to show her devotion to her husband You know that I did not intend to wrong you Angel Clare are not seen in the film, because of why have you so wronged me? You are cruel. the lack of such scenes would lead to a tendency Cruel indeed! I will try to forget you. It is all of showing Tess in a bad light. Although the injustice I have received at your hands! (Page kind of devotion Tess has shown towards her 252) husband is not relevant in today's modern society This letter of Tess is an adequate example where everything is up for grab. to throw light on the unbiased and critical love Tess's friends selfless love towards her Tess has towards her husband Angel Clare.Last although she has deprived from them the but not least there is an important difference handsome Angel Clare are amazing. Their between Tess the novel and Tess the film. In the devotion to her is articulated in the novel through novel there are at least seven parts which would a letter they have together written to Angel Clare describe the different life situations Tess is put to persuade him to accept Tess after the marriage in. But in the film there doesn't have this kind of Tess and Clare is broken up nearly and they of compartmentalisation. are separated. These behavioral patterns of the Bibliography friends of Tess are not given attention they deserve in the film Tess's friend letter goes like 1. Andrew,Dudley. The Major Film Theorists: this. An Introduction. New York: Oxford University Press, 1976 Honour'D Sir- Look to your wife if you do 2. Eberwein, Robert T. A. AViewer's Guide to love her as much as she does love you. For she Film Theory and Criticism. Metuchen, N.J. is sorer put to by an Enemy in the shape of a Scarecrow: 1979 friend. Sir, there is one near her who ought to 3. Goodman, Nelson. Language of Art: New be away. A woman should not be try'd beyond York. Bobbs- Merrill, 1968 her strength, and continual dropping will wear 5. Michelson, Annette. Theory of Film away a stone-ay more-a Diamond (Page 258) Practices: New York: Praeger, 1973 Tess is not a blind lover after all she 6. Williams, Linda. Hard Core: Power, criticizes her husband for abandoning her or Pleasure, and the Frenzy of the Visible. putting her at the mercy of a cruel and crooked Berkeley. University of California Press, fellow such as Alec for the second time. Alec is 1989 actually a bully who would do anything to 7. Youngblood, Denise. Movies of the Masses: satisfy his sexual appetite Tess's outburst against Popular Cinema and Soviet Society in the her husband Angel Clare is as follows. 1920s Cambridge. Cambridge University Press, 1992.

Research Explorer 32 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

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FINANCIAL GOVERNANCE, LEADERSHIP & ROLE OF STUDENTS' UNION IN THE GOVERNANCE OF HIGHER EDUCATIONAL INSTITUTIONS (HEIS) IN WEST BENGAL – AN EMPIRICAL INQUEST WITH REFERENCE TO THE DISTRICT OF HOWRAH Dr. Pranam Dhar Associate Professor, Department of Commerce & Management, West Bengal State University, Barasat, West Bengal, Kolkata – 126. Prof. Asok Satpathi Associate Professor, SM College, Howrah Dr. Biswajit Bhadra Associate Professor & Teacher-in-charge, Netaji Nagar Evening College, Kolkata. Abstract Education in its general sense is a form of learning, in which the knowledge, skills, and habits of a group of people are transferred from one generation to the next through teaching, training, or research. Higher education institutions are an important part of - and play an important role in – society. The institutions are societies unto themselves, but they are also part of the larger society. If they remained only societies unto themselves, higher education institutions would be locked up in the proverbial ivory tower and their future would most likely be considerably shorter than their past. The present study investigates the issues of governance in Higher Education Institutions in India, with a specific and pin-pointed analysis on the financial governance, leadership and role of students' union on the overall governance of the degree colleges in the district of Howrah, West Bengal. The study is based on Primary Data Analysis. Statistical tools like frequency distribution table and factor analysis have been used for the study. Keywords : Governance, HEIs, Howrah, Factor Analysis. Introduction place under the guidance of others, but may also be autodidactic. Any experience that has a Education in its general sense is a form of formative effect on the way one thinks, feels, or learning in which the knowledge, skills, and acts may be considered educational. The English habits of a group of people are transferred from word “Education” has been derived from two one generation to the next through teaching, Latin words Educare (Educere) and Educatum. training, or research. Education frequently takes “Educare” means to train or mould. Research Explorer 33 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Higher Education – Overview the Central University sector, 1 % are the institutions other than universities established In a society full of diversity, ideologies and under the State Legislation and likewise, 7% opinions, higher education means different are the institutions of national importance and things to different people. The pluralism of almost 27% institutions are under the category views is quite inevitable and some would opine of Deemed-to be-Universities. The number of it should be like that only. However, as one the universities up to the year 2010 has been intends to discuss and learns about quality in reported to be 518 by the UGc. The total student higher education, one should ask oneself, what enrollment under all these institutions is over is higher in higher education? As a stakeholder 12.3 million students (123 lakhs). There has of higher education, one should agree that it is been a rapid growth beyond the year 2000. The not just about the higher level of educational number of universities in year 2000 was 266 structure in the country. There is more to it. In and there is almost 100% growth in less than 8 terms of the level, higher education includes years. period. Also in 1947, the total number of college and university teaching – learning universities were only 20, with student towards which students' progress to attain higher enrolment of about 0.2 million (2 lakhs). We educational qualification. Higher education thus have come a long way! imparts in-depth knowledge and understanding so as to advance the students to new frontiers Likewise, the College sector which is of knowledge in different walks of life. It is primarily affiliated to the universities recorded about knowing more and more about less and its growth to reach a mark of 25951 in the year less. It develops the student's ability to question 2010. This number was 500 in the year 1947. and seek truth and makes him/her competent to Total percentage of enrollment for critique on contemporary issues. Although it Undergraduate programmes is almost 90%, broadens the intellectual powers of the 10% is for Postgraduate Education & Research. individual within a narrow specialisation, yet it Likewise, if we look at stream-wise enrollment also gives him/her a wider perspective of the in India, Humanities & Arts stream constitute world around. the largest percentage among all i.e. 45%; Sciences constitute 20%; Commerce & Growth of Higher Education in India -A Management constitute 18%; Engineering & Brief Idea Technology constitute 7% and remaining 10% Higher education institutions 'in India are for streams like Law, Agriculture, Medicine and of varied growth levels and also have varying all others ranging from 1 % to 3% each. The funding mechanisms. We have higher education Government of India has emphasized the need institutions under the category of Institutes of for further growth of higher education national importance like IITs, IIMs, AIIMS and institutions incorporating the recommendations the Central universities, all funded 100% by the of the National- Knowledge Commission and Central Government. State Univer¬sities are also similar recommendations by the Planning funded mainly by the State Government, Commission of India from time to time. In the however, some marginal financial supports are current plan period, the Govt. of India has provided by the Central Government as plan already established 8 new IITs, 6 IIMs, 20 NITs, grants through various schemes of the UGC. 3 IISERs, and 20 new NITs are proposed and 2 Another category of institutions are designated more SPAs. The spectacular growth in the as Deemed to be Universities. number of higher education institutions at all Broadly, the size of the State University levels including the affiliating college system, sector is reported to be 57 % of the total, 8% is the universities including deemed-to-be

Research Explorer 34 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) universities etc has elevated India as a country need to review the governance issues for all leading globally in higher education sector along aspects of higher education system prevalent in with USA and China. India. We should begin examining the manner in which the governance had been evolving since After going through glimpses of study in the pre-independence period to the present context. above idea, one point that necessarily arises Models of institutional governance and relating to the maintenance of quality in higher administration with particular reference to education through good governance practices. autonomy and accountability are the most Before venturing into this discussion one should important issues of governance which need have some idea about the concept of quality and much pondering. Besides the above, governance quality in higher education. From the following issues of higher education in the current scenario lines, one can have some idea about the same. of establishment of Institutions under Public Governance in Higher Educational Private Partnership (PPP) model; establishment Institutions (HEIs) of Foreign Institutions in India jointly with The term governance—derived from the Indian education providers or otherwise; and Greek kybernan meaning to steer a ship and was issues concerning the role and responsibility of used for the first time in a metaphorical sense statutory bodies interacting and dealing with the by Plato. It then passed on to Latin and then on university system vis-a-vis the State and Central to many languages. It is loosely used to describe Governments also needs discussion. the process by which decisions are made and Issues of External and Internal Governance carried out on behalf of the members of an We may divide issues of governance of organization, the stockholders of a corporation, institutions into two major groups: or the citizens of a nation. However, in common parlance the term governance means the act of 1. Issues of external governance of higher governing. It relates to decisions that define education expectations, grant power, or verify 2. Issues of internal governance of higher performance. It consists of either a separate education process or part of decision-making or leadership Issues concerning interaction with the processes. In case of a business or of a non- Governments, statutory bodies etc. are issues profit organization, governance relates to of external governance of higher education consistent management, cohesive policies, system/institutions. Likewise, the issues of guidance, processes and decision-rights for a academic and administrative matters of the given area of responsibility. In case of HEIs institution; and matters of its own vision and "governance" is what a "governing body" does. mission are considered as issues of internal In India, the higher education institutions governance within. exist in two significant categories- University Under this backdrop an attempt will be made and Colleges. Universities are autonomous to explore the evaluation of the governance of bodies whereas colleges are affiliated to the general degree colleges affiliated to the universities. Universities therefore, have the University of Calcutta in the Howrah district, prime responsibility of developing the higher West Bengal. education system and maintaining quality of it. The dimensions of 'Our higher education system Identifying the Ultimate Research Vacuum warrant a very serious consideration of the Quality as a concept is a 20th century issues of management and accordingly the theme phenomenon that has its root in the industry and of the Issue is of utmost importance. Here we management. In the field of education it has been Research Explorer 35 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) observed that with globalisation and the GATS the purpose of the study, secondary data and (Global Agreement on Trade in Services), the information has also been gathered from the educational environment has been seized by existing literature, such as relevant research increased competition. In order to survive in based books/articles and reports and some such a situation, educational institutions become relevant websites has also been visited. worried about their quality. This has become Time Frame for Collecting the Primary Data more prominent in case of private/self-financed institutions. Maintaining standard is the From August 2014 to October 2015. buzzword of the day. And it will be possible Tools for Data Analysis only when good governance practices can be The data collected was analysed using adopted by the educational institutions. appropriate statistical tools and techniques. Although some research work has been done Based on appreciation of the conceptual issues on the governance practices adopted by the and analysis of data, an attempt has been made HEIs, most of the relevant books and articles to draw meaningful conclusions. To be more are basically conceptual. However, the specific, factor analysis was conducted on the effectiveness of the governance of the HEIs has variables relating to strategic planning and not been dealt with in great details, leaving more financial governance separately, to identify the scope of doing research in this area. relevant important factors. As the data was large Research Methodology for the Present Study in number (>30), so normality assumption was valid and multivariate analysis was found to be Nature of Data relevant for the study and so used properly, The study is essentially empirical in nature. keeping static all the relevant assumptions. It is mainly based on relevant primary data and Objectives of the Study information are collected from all the general degree colleges in the Howrah District affiliated Based on the above literature review and to the University of Calcutta, based on more specifically, after pin-pointing the ultimate Complete Enumeration Method, where the research vacuum, the major objective of the population are all the afore-mentioned colleges, study has been found to be, to evaluate the of course, depending on the availability of data. governance of the general degree colleges Finally, data were collected from 168 governing affiliated to the University of Calcutta. With a body members of 13 degree colleges in the view to making the study more meaningful, district of Howrah. certain specific aspects have to be studied and these are as under: Method of Collection of Data 1. To assess whether and to what extent Necessary data required for the study were governance helps improve academic, collected through a questionnaire supplemented financial and administrative performance of by personal interviews and discussions with the the said institutions. Principals, /Teachers-in charge, coordinators of 2. To measure the extent to which governance IQACs, selected members of Governing Bodies, helps said institutions internalize and and cross-sections of stakeholders connected institutionalize quality culture. with higher education, namely, students, parents, teachers, staff members of the said institutions. Detailed Analysis and Findings Information available in the Annual Quality From the above collected data, I got the Assurance Reports (AQARs) has also been used following information about the governance of in case of the NAAC - accredited colleges. For HEIs which are presented below :

Research Explorer 36 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) The financial strategy is discussed in the that The Principal in consultation with Bursar Finance Committee meeting and ratified in the and Accountant prepares the Annual Budget and meeting of the Governing Body discusses the same in the Finance Sub- committee, which again strongly depicts the Table 1 : The financial strategy is discussed decentralization and proper communication in in the Finance Committee meeting and ratified the financial governance in the aforesaid in the meeting of the Governing Body institutions. Table 3 : Finance Committee's decision is approved by the Governing Body

Source: compiled from primary data through SPSS 21.0 The above table depicts that 62.5 per cent of the respondents strongly agree on the point that the financial strategy is discussed in the Source: compiled from primary data through Finance Committee meeting and ratified in the SPSS 21.0 meeting of the Governing Body, which again strongly depicts the financial governance in The above table depicts that 64.9 per cent strategic planning in the aforesaid institutions. of the respondents strongly agree on the point that the Finance Committee's decision is The Principal in consultation with Bursar approved by the Governing Body, which and Accountant prepares the Annual Budget and strongly depicts the ultimate ratification of the discusses the same in the Finance Sub- financial decisions by the Governing Body in committee the financial governance in the aforesaid Table 2 : The Principal in consultation with institutions. Bursar and Accountant prepares the Annual Table 4 : Governing Body interfaces into the Budget and discusses the same in the Finance day-to-day financial matters of the Sub-committee institution

Source: compiled from primary data through SPSS 21.0 The above table depicts that 75.6 per cent Source: compiled from primary data through of the respondents strongly agree on the point SPSS 21.0

Research Explorer 37 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) The above table depicts that 69.6 per cent Extraction Method: Principal Component of the respondents strongly disagree on the point Analysis. that the Governing Body interfaces into the day- Leadership to-day financial matters of the institution, which strongly depicts the role of the Governing Body Regarding leadership, we have taken the as an overall supervisory and decision-making KMO Measure of Sampling Adequacy which authority. was found to be .500 and Barlett's Test of Sphericity which was found to be significant Results of Factor Analysis (.000). Financial Governance Table 7 : KMO and Bartlett's Test Regarding financial governance, we have taken the KMO Measure of Sampling Adequacy which was found to be .600 (>.500) and Barlett's Test of Sphericity which was found to be significant (.000). Table 5 : KMO and Bartlett's Test Table 8 : Communalities

Table 6 : Communalities

Extraction Method: Principal Component Analysis Research Explorer 38 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Role of Students' Union Extraction Method: Principal Component Analysis. Regarding the role of students' union, we have taken the KMO Measure of Sampling Findings and Conclusion Adequacy which was found to be .617 (>.500) Therefore, in conclusion it can be said that and Barlett's Test of Sphericity which was found in case of financial governance of sample HEIs, to be significant (.000). factors like financial prudence, independent Table 9 : KMO and Bartlett's Test financial strategy, coherence principle in financial governance and role of Governing Body in Exceptional Financial Decision Making play effective role whereas in case of leadership of sample HEIs, factors like Participative Approach, Cooperation and Confidence Building and Motivation and Advise play effective role and in case of the role of students' Table 10 : Communalities union as a part of governance of sample HEIs, factors like Importance to Students' Opinion/ Students' Concern and Active Role/Part played by the Students' Union play effective role. This gives us a simple model of Shared Governance as suggested by the Bologna Convention (1988). This study is similar to the studies in Uganda, Liberia and USA (Ksannes, 2007), as those studies also put stress on the role of bodies like managing committee or governing body in financial governance of the Higher Education Institutions in those countries. References 1. Ashcroft, K. and Foreman-Peck, L. (1996), Quality standards and the reflective tutor, Quality Assurance in Education, 4(4), 17- 25. 2. BSI (1991), Quality concepts and related definitions, Quality Vocabulary Part 2, London 3. Green, D. and Harvey, L. (1993), Defining quality, Assessment and evaluation in higher education, 18(1), 9-34 4. Gummesson, E. (1990), Service quality – A Holistic View, in Brown, S.W., Gummesson, E., Edvardsson, B. and Gustavsson, B.O. (Eds), Service Quality Multidisciplinary and Multinational Perspectives, Lexington Books, New York. 5. Garvin, D.A. (1988), Managing quality, The

Research Explorer 39 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Free Press, New York 13. Khanna, P. (2005), Changing Scenerio of 6. Reeves, C.A. and Bedner, D.A. (1994), Higher Education: Challanges to Quality Defining quality: Alternatives and Assurance and Sustenance, Selection from Implications, Academy of Management University News, Association of Indian Review, 19(3), 419-45. Universities. 43(7). February, 1-7, 9 7. Pfeffer, N. and Coote, A. (1991), Is Quality 14. Dearlove, J. (1997), The academic labour Good for You? A Critical Review of Quality process: From Collegiality and Assurance in the Welfare Services, Institute Professionalism to Managerialism and of Public Policy Research, London. Proletarianisation, Higher Education Review, 30 (1), 56-75. 8. Faruqui, M. N. and Qureshi, J.A. (1999), Higher Education in India: Quality Issues. 15. Kaplan, G. (2001), Preliminary Results from Effectiveness and Quality in Higher the 2001 Survey on Higher Education Education, Selections from University News, Governance. Sponsored by the American Association of Indian Universities. New Association of University Professors and The Delhi, 12-30 American Conference of Academic Deans. 9. Barnett, R.(1992), Improving Higher 16. Coaldrake, P., Stedman, L, and Little, P. Education: Total Quality Care, Quality (2003), Issues in Australian University Vocabulary Part 2: Quality Concepts and Governance. Brisbane: QUT Related Definitions, British Standard 17. Kezar, A., Eckel, P. D. (2004), Meeting Institute. London Today's Governance Challenges, The Journal 10. Prasad, V.S. (2006), Higher Education in of Higher Education, 75(4), 371-398. India Quality Perspectives, The ICFAI 18. McMaster, ( 2007), Partnerships Between University Press. Hyderabad Administrative and Academic Managers : 11. Powar, K. B. (1999), Quality in Higher How Deans and Faculty Managers Work Education, Effectiveness and Quality in Together. Association of Tertiary Education Higher Education, Selection from University Management, Retrieved May 10, 2013, http:/ News, Association of Indian Universities. Iwww.atem.org.au/down 1oads/doc/O 18 me New Delhi, 1-11 master.doc 12. Kapur, J.N. (1999), Quality in Higher 19. Middlehurst, R. (2004), Changing Internal Education : Measurement and Assurance, Governance: A Discussion of Leadership Effectiveness and Quality in Higher Roles and Management Structures in UK Education, Selections from University News, Universities. Higher Education Quarterly, 58 Association of Indian Universities. New (4), 258-279. Delhi, 31-42

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Research Explorer 40 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

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A STUDY OF LEXICAL KNOWLEDGE AND COMPREHENSION LEVEL OF FIRST YEAR ENGINEERING STUDENTS IN AND AROUND COIMBATORE Dr. A. Chandran Professor of English & Research Supervisor & Pradeep S.Raj Part Time Ph.D Research Scholar, Bharathiar University, Coimbatore. Assistant Professor in English, Rathinam Technical Campus, Eachanari, Coimbatore. ABSTRACT This study was conducted to investigate the Lexical Knowledge and Comprehension Level of First Year Engineering Students in and around Coimbatore. English is the number one library language of the world, a vast majority of world’s library resources are in English and the biggest publishing industries are publishing materials and journals in English. Therefore, it has become quite impossible to pursue meaningful higher education without the reading skill of English. In order to have a good understanding in reading, one should know to comprehend the reading material and also to have lexical knowledge. Today’s world is becoming increasingly globalized because a graduate who is produced is not only for the local, but for the global market. So, graduates should have education of an international standard which is not possible without the reading skills of English. Key Words: Lexical knowledge, Reading Comprehension, Problems faced by the learners, decoding Introduction - Comprehension language comprehension. The most important form is explicit comprehension. In this Language comprehension generally refers to comprehension listener merely understands one’s ability to understand speech. It is what is clearly stated. The listener may not draw important to remember that language is not at any inferences or elaborate on what is said, but all generic. There are different “levels” of at least the listener understands what is language. Adults student do not speak to small specifically stated. student the way they speak to their fellow students. Stories for grown up student are aimed A more elaborate form of language at higher level then stories for children. It is comprehension builds inferential understanding noted that there are different types and levels of on top of explicit comprehension. Sometimes,

Research Explorer 41 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) in order to understand language, the listener knowledge that enables a student to correctly must consider the context in which recognize and pronounce familiar, irregular communication is taking place. Sometimes, one words. The English writing system is structured needs to “read between the lines” and draw with some fairly consistent spelling-sound inferences. Sometimes, these inferences are relationships. Some have attempted to formally context dependent, meaning that it is necessary identify a set of “rules” that capture English to consider the speaker and the audience. spelling-sound relationships, but these attempts Language comprehension in this context have always been somewhat unsatisfactory — refers to the stunt ability to understand and draw there are always many exceptions to any rule. inferences from speech that is in a language the but that is only true 60 percent of the time. student understands, and that is at a level the Students seem to be much better at recognizing child should be able to understand. If a child is patterns and making generalizations based upon expected to read English text, the child must observed patterns than at applying explicit rules understand spoken English adequately. If the when decoding words. Reading specialists call child does not speak English, the text will be this internal representation of all of the words more meaningful if it is written in the language we know our “lexicon”—basically, it is the the child does speak and at a level she dictionary in your head. understands. In order to pronounce the irregular words The importance of connecting the students’ correctly, young readers depend upon their spoken language to the text is paramount, but it lexical knowledge, which develops with is frequently overlooked when assessing the practice, feedback, and exposure to text. Lexical reading instruction needs of the students. This knowledge develops throughout a reader’s life is not just a concern when addressing the needs if he is a good reader. (Even adults are of students who are learning English as a second constantly learning new words — you, for language, or addressing the needs of children example, might have just learned the word who speak a non-standard dialect of English. “lexicon.”) But the development of lexical This is a concern that every reading teacher of knowledge is most visible in children. Young every child should be aware of. Some children— readers start out as sight-word readers: They English speaking children—grow up in an memorize words as wholes, or they look for impoverished linguistic environment. Despite some salient feature in a word. Sight-word the fact that English is their native language, reading is extremely inefficient and very limited, their language comprehension skills are but the few words the young reader is familiar underdeveloped. Furthermore, explicit with are all pronounced correctly. instruction aimed at developing linguistic comprehension usually takes a back seat to Problems Faced by the Learners while explicit instruction of text-awareness or Comprehending decoding skills in the classroom. The balance It is observed that students, especially ESL is important, and teachers need to maintain that and EFL learners, confront a variety of balance in reading. The second important difficulties while Reading and Comprehending. element underlying reading comprehension is These difficulties comprise inadequate decoding, which generically refers to the vocabulary, lexical inefficiency, structural students’ ability to recognize and process written complexity, language inaccessibility, poor information. reading skills, lack of schemata, and so on. Lexical Knowledge Students’ lack of interest is another major cause of their failure in reading. Reading is, for many Lexical knowledge simply refers to the of them, “a passive, boring activity, performed Research Explorer 42 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) constantly in isolation and perhaps associated of reading skills especially to develop lexical with skills which they feel they do not possess” knowledge and to analyze the Comprehension Greenwood (1998: 5). level among the students. it also focuses upon the problems faced by the students of In the classroom the teachers ask the students Engineering Colleges in reading English .The some selected questions conjoined a particular objectives of the study are to text. The students, in their turn, get the answers memorized, and in the class, they just vomit 1. Examine the problems faced by the students them on the exercise books. As a result, not only during their reading their capability but also their interest in reading 2. Examine the competency of the students in is deteriorating day by day. And its consequence their reading is that most students end their academic life 3. Evaluate and examine the Lexical without having least skill in reading even their Knowledge and Comprehension Level of L1 books, let alone English ones. the Students Statement of the Problem 4. Recommend the measures to improve the present state. The importance of reading skills especially Lexical Knowledge and Comprehension level Significance of the Study in English has reached new heights in the present The research in this field is very important, context of the globalized world. But the question because the standard of education totally is how far our learners from First Year depending on the students’ lexical knowledge Engineering in Coimbatore prepared for it? and comprehension level in reading English. Students’ proficiency of reading English is There have been notable developments in the very poor here. A large majority of students in theories and practices of reading all over the first year engineering in Coimbatore cannot world in last four decades. It is important to access English Text books prescribed in their examine those developments which can help us syllabus for their lack of required proficiency to bring significant changes in reading. For of Reading Skills in English. Therefore, they meaning full education it is very important to depend only on the prescribed books, and the improve the reading proficiency of learners in vast resources in the libraries being in English English. It is equally important to examine the remain unutilized. As a result, in most cases, present state of first year engineering students’ higher education in this location suffers reading skills especially lexical knowledge and miserably. It falls below the international comprehension level in Coimbatore. To identify standard. Since they do not have the habit of the problems and address those to improve the reading English books they are lacking the overall situation in the interest of the students’. vocabulary. It is admitted that higher education in this location suffers a lot because of students’ poor Though students do some reading in school, level of lexical knowledge and comprehension they prefer memorizing things like words from level. dictionaries, sentences from various books, and rules of grammar from different grammar books. Literature Review They are not in a position to identify their For the right focus in the lexical knowledge Comprehension level. and comprehension level it is important define Objectives of the Study it closely examine what problems learners face while reading in English. It’s difficult to define The study examines the recent development reading in a word. Many thinkers have defined in the methodology for the teaching and learning

Research Explorer 43 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) and analyzed it in many different ways. The Dechant (1982: 336) has mentioned a perspective of reading differs from person to number of reasons for students’ failure in person depending on the person’s individual reading a text. He states that they cannot use attitude and aims towards printed words, from dictionary: cannot locate words in a dictionary; language to language considering the cause of cannot use diacritical markings to determine the reading and the content of the text. correct pronunciation of the word; cannot find the meaning appropriate to the context; cannot There are different approaches to defining, use guide words, accent, and syllabication cues; analyzing and teaching reading as there are cannot interpret phonetic respellings; cannot use different schools of critics. According to the cross references; and cannot determine the New Criticism, reading is just a process of plural, the part of speech, or the sense of a word, ‘recreating’ in our mind the mental condition of form the information as it is given. Moreover, the authors or the writer (Eagleton, 1996: 41). they cannot locate where the appropriate To be an effective reader, one should make information is, and they are unable to adjust a a logical link between the language of the text proper method or rate of reading according to and his mental perception. Therefore, the their linguistic level. language should suit the level and perception Lexical Knowledge and Comprehension of the reader and, “should enable a student to Level enter inner worlds which become real to the perceiver.” Lexis can be defined, roughly, as the words in the language. However, it may include items (Rolaff, 1973) These ‘inner worlds’ of the that are more than a single word. Lexical reader and of the text and their structure play knowledge is a complex issue paramount to vital role in understanding the text. Students overall foreign language proficiency. It entails should enable themselves to enter the world of the ability to recognize as well as apply lexical the text without seeking the help from the items appropriately to situation and context of traditional teaching method of comprehension use. A lexical item, also referred to as a lexeme checks. “Instead they could be more actively is understood to represent “basic abstract unit engaged in negotiation for potential meaning, of the lexicon on the level of langue which may both individually and with other students. be realized in different grammatical forms such Interest in the activity can sustain interest in as the lexeme write in writes, wrote, written. A the text or be fuelled by interest in the text.” lexeme may also be a part of another lexeme, (Greenwood, 1998: 89). e.g. writer, ghostwriter, etc. In its broader sense, King (1978: 38) has pointed out some ‘lexeme’ is also used synonymously for ‘word’ common problems students face while reading to denote a lexical unit or element of the and comprehending a text. He has mentioned vocabulary “The term vocabulary is also the problems “of eye-fixation, sub vocalization, sometimes taken to include grammatical items: limited experience in reading a diversity of texts, pronouns such as she, someone, or determiners the interrelation between reading and thinking, such as the, that any. These are contrasted with and the development of sensibility.” lexical items (nouns, verbs, adjectives, adverbs). Nuttall (1996: 35) has also pointed out some Grammatical items do not have much meaning reasons of the failure of the students’ reading. on their own but are used to show the They are: – negative expectations – unsuitable relationship with other words with meaningful tasks – the wrong procedures – expecting to run utterances. They are closed (it is unlikely that before they can walk – the wrong texts. the language will acquire a new pronoun, or another demonstrative to add to this/that),

Research Explorer 44 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) whereas lexical items are an ‘open set’ items questionnaire may be either closed (i.e. ‘yes’, are constantly being added lost or changed. ‘no’ or multiple point type questions) or open- ended (i.e. inviting free response), and they are Comprehension involves two levels of typed out and printed (Kothari, 2006: 101).The processing, shallow (low-level) processing and main merits of this method, according to Kothari deep (high-level) processing. Deep processing (op. cit.), are: involves semantic processing, which happens when we encode the meaning of a word and 1. It is a method that can be conducted at a relate it to similar words. Shallow processing low cost even when the universe is large. involves structural and phonemic recognition, 2. It is free from the bias of the researchers. the processing of sentence and word structure 3. Students have adequate time to give well and their associated sounds. This theory was thought out answers. first identified by Fergus I. M. Craik and Robert 4. Remote students can be easily approached. S. Lockhart. Reading comprehension is a skill with a knowledge base just like all of the 5. The result of this method is more elements that support it, and as such, it can and dependable and reliable as the research is should be taught explicitly. To know the conducted in a large scale. comprehension level and Lexical Knowledge, Interview students should be given more exercises to practice. Lexical knowledge is the most Interview method of data collection involves, important factor for reading comprehension. according to Kothari (2006: 97), presentation of verbal stimuli and recording of verbal Research Methodology responses. This method is conducted through A successful research requires both library personal or telephone interviews. In the personal research and empirical investigations, that is, interview, the interviewer collects information suitable research methodology and instrument by asking questions to the Students personally. have to be used by the researcher. Empirical He/she goes to the spot and meets the students research is important because it helps to support and conduct the interviews .Though it is not a or reject the hypothesis/statement stated in the widely used method, it plays an important role theoretical arguments of a study. in empirical study. Methods of Data Collection Observation Method Several types of methods are used to collect data for a thesis. The important methods Include: In this method, the information is collected by the investigator’s direct observation. The a) Questionnaire survey main advantage of this method, according to b) Interview Kothari (2006: 96) is that in it subjective bias c) Observation method is eliminated. This method is independent of d) Schedule method respondents’ willingness to respond because it Questionnaire Survey does not demand any active co-operation from the respondents. Moreover, it enables the It is a popular method of collecting data. In researchers to obtain what is currently this method a questionnaire containing a set of happening. questions or statements is sent to the students with a request to answer those. After answering Schedule Method the questions, the students return it to the This method is like the questionnaire survey. researcher. The form of questions in a

Research Explorer 45 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) The only difference between these two systems Sampling Plan for the Empirical Study lies in the fact that “schedules are being filled In sampling for empirical study, the in by the enumerators who are specially mainstream education and the institutions of appointed for the purpose” (Kothari, p. 104). mainstream education were taken into These enumerators take schedules to the consideration. As the survey was conducted on students and record their answers. But in the the intermediate students, colleges were chosen questionnaire survey, the researcher goes to the for the empirical investigation. And, since the students and they themselves fill in the curriculum and syllabi in the intermediate level questionnaire. are same except some O/A level institutions (which do not fall into the criterion of Methods of Data Collection Adopted for the mainstream education), colleges of a particular Present Study area were thought to represent the entire The present study is basically a descriptive location. study. For a successful and acceptable empirical Problems of Students as Found in the Study survey the nature and the purpose of the study The study shows that many-faceted problems have been closely examined, and five major exist with students’ in the Lexical Knowledge techniques of the survey methods have been used and Comprehension Level. The main problem for collecting data. They are: is their insufficient vocabulary. New words in a) Students’ and teachers’ questionnaire survey, every sentence become a main hurdle for them b) Students’ and teachers’ interview, to understand texts. Many of them were depending on dictionary meaning more than c) Test of reading skills contextual meaning of words. As a result, they Instruments Used for the Empirical Study fail to understand the meaning words assume in the context of a text. Moreover, most of the Instrument used for the empirical study have students are unable to understand and analyze been designed according to the designed long sentences in a text. They also have methodology of the study. The methods used in problems with understanding syntax and this study are- surveying text organization. 1. Questionnaire for the students Conclusion 2. Questionnaire for the teachers 3. Classroom observation scheme, and The present study refers to the Study of Lexical Knowledge and Comprehension Level 4. A reading test. of First Year Engineering Students in and around The same questionnaire was used for both Coimbatore. And finds out that students are questionnaire survey and interview. weak in Lexical Knowledge and Comprehension Level. Their speed of comprehending the text is Pilot Survey very slow, and their understanding the meaning Before administering the questionnaire the lexical items of the text is very poor. At the survey and interview, a pilot study was same time the study has also proved that the conducted. The purposes of the pilot survey were teachers and teaching methods are mostly to develop the standard of the questions in the responsible for the students’ poor proficiency questionnaire and interview schedule to make in the lexical Knowledge and Comprehension the questions easily understood to the Level. respondents who are meant to answer them.

Research Explorer 46 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) References 6. Carrell, P.L. 1983. “Background knowledge 1. Abbott, G. and Wingard, P. 1981. The in second language comprehension” in Teaching of English as an International Language Learning and Communication, 2. Language: A Practical Guide. London: pp. 25- 34 Collins. 7. Carter, R., McCarthy, M. 1988. Vocabulary 2. Adams, M. J. (1990). Beginning to read: and Language Teaching. London; New York: Thinking and learning about print. 8. Cruse, D. A. 1986. Lexical Semantics. Cambridge, MA: MIT Press. Cambridge: Cambridge University Press. 3. Alderson, J.C. 1984. Reading in a foreign 9. Dechant E. (1991) .Understanding and language: a reading problem or a language teaching reading: An interactive model. problem. Reading in a foreign language. Hillsdale, NJ: Lawrence Erlbaum. London: Longman. pp. 1-27 10. ELLIS, R. 1985. Understanding Second 4. Allington, R. L. (1983). The reading Language Acquisition. Oxford; New York: instruction provided readers of differing Oxford University Press. reading abilities. The Elementary School 11. Gairns, R., Redman, S. 1986. Working with Journal, 83, 548–559. Words: A Guide to Teaching and Learning 5. Bright, J.A. and McGregor, G.P. 1970. 12. HARMER, J. 1991. The Practice of English Teaching English as a Second Language. Language Teaching. Harlow: Longman London: Longman

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MARKETING OF LIFE INSURANCE PRODUCTS Dr.R.Hariharan Research Supervisor/Associate Professor in Commerce A.S.Mythili Ph.D Research Scholar Department of Commerce, National College(Autonomous), Tiruchirapalli-620 001. ABSTRACT The Present study deals with the opinion of the agents of LIC in Tiruchirapalli District. In order to analyse the opinion of the agents in LIC, the researcher has used Garrett’s Ranking method to rank residential status and methods of approach, expenditure and methods of approach, occupational status and methods of approach, education and methods of approach. Keywords : Life insurance, Insurance products, Garrett’s ranking Technique

In this study an attempt has been made to assess the opinion of the agents of life insurance Rij: Rank given for its factor by the ‘j’ the corporation of India about marketing of individual. insurance products in Tiruchiapalli district. A Nij: Number of reasons ranked by the ‘j” Selection of 120 agents was made on a simple the individual. random basis at the rate of 40 each from three revenue division name Tirucirapalli, Mursiri, The chi –square test represent a useful and Lalgudi. method of comparing experimentally obtained date with those expected theoretically. The Garrett’s ranking Technique is used to rank following formula has been used. the opinion of agents of insurance companies in  (fo-fe)2 Tiruchirapaali district. The collected Chi-square test = ------information from the agents were arranged and fe converted into mean score values which are in turn ranked using Garrett’s ranking technique. Where fo= Observed frequency 100 (Rig-0.05) fe= Expected frequency Present position = ------Degrees of Freedom (df) = (r-1) (c-1) Nij If the calculated value is greater than the Where table value at a significant level say 0.05 level,

Research Explorer 48 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) it is concluded that the factor’ is dependent on Table 2. Statement : There is a significant variable for which chi-square is computed. If relationship between Experience and the calculated value is less than the table value, Methods of approach it is concluded that the factor is independent on the variable. The aim of the researcher is to highlight the variable whose impact is deep in a situation. The agents usually follow certain methods of Source : Primary Data approach to policy holders for procuring life Calculated Value X 2 = 2.83 insurance policies. They are (a) Prompt Services (b) Cold calls (c) Referral marketing (d) Table value at 5% level of significance for Educating the policy holders and (e) Frequent 8 df =15.51 follow action. The aim of this analysis is to The hypothesis “There is a significant identify the foremost method related to the relationship between Experience and Methods procurement of life insurance policies. The following statements are tested of approach” does not hold well. This statistically reveals that there is no significant (1) There is a significant relationship between relationship between experience and methods residential status and methods of approach of approach. (2) There is a significant relationship between experience and methods of approach Table 3. Statement: There is a significant (3)There is a significant relationship between relationship between Occupational status occupational status and methods of and methods of approach approach (4) There is a significant relationship between educational qualification and methods of approach. Table:1. Statement :There is a significant relationship between Residential Status and Methods of approach Source : Primary Data Calculated Value X 2 = 40.75 Table value at 5% level of significance for 16 df =26.30 The Calculated value is more than the table Source : Primary Data value. It implies that the significant relationship Calculated Value X 2 = 15.65 between Occupational Status and methods of approach holds good statistically. Table value at 5% level of significance for 4 df =9.49 Table 4. Statement: There is a significant relationship between educational As he calculated value is more than the table qualification and methods of approach value it implies that the hypothesis “ There is a significant relationship between Residential Status and Methods of approach”

Research Explorer 49 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Source : Primary Data It is inferred from the analysis that the main Calculated Value X 2 = 11.59 method of approach to policy holders in procurement of life insurance policies are Table value at 5% level of significance for frequent followup action and prompt services 4 df =9.49 of insurance agents. It was found that the three The calculated value is seemed to be greater variables residential status, occupational status than the table value . It implies that the and education has significant relationship with hypothesis “There is a significant relationship methods of approach to policy holders. between educational qualification and Books for Reference motivational factor holds good statistically. 1. G.Balachandar and Dr.N.Panchanathan, Thus is this analysis the opinion of agents Issues of Insurance industry and protection of the insurance product has been attempted mechanism in the present era. Insurance using Garrett’s ranking method. The various chronicle, December 2004. marketing activities such as method of approach 2. Mishra.M.N, Appraisal of Marketing to policy holders, insurance product features strategies of LIC of Indiaa, Journal of motivational factors etc. are identified. The Marketing February 1987. variables like experience, education, residential 3. S.Suresh, Customer Retention marketing of status, Occupational Status etc are tested with Insurance Industry, The Insurance Times, the above and marketing activities using chi Vol XXVIII, No6.June 2006. square test.

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AN OVERVIEW OF INDIAN RAILWAYS – GROWTH AND CHALLENGES Dr. N. Sakthivel Associate professor, Gobi Arts and Science College (Autonomous), Gobichettipalayam, A.Dhamayanthi Research Scholar, Bharathiar University, Coimbatore, ABSTRACT Service sector plays a vital role in the process of economic development Indian Railways is one of the largest rail networks in the world and its serve as an emerging vehicle for the economic development of the country. It has been separated into several zones because of its economic and administrative reasons. The effectiveness of the railway system can be judged depends upon the adequacy, speedy and cheaper. Railways paly major role in centralising the market and increase the trading activities. Moreover it bought distance towns closer and it helps to bloom the industries and commerce. The growth in this system supported by ‘digitally transformed’ Indian Railways. The Indian government has been implementing number of policies which will be helpful for poor people in terms of safety and comfort ability with affordable cost. Keywords: Indian railways, Economic Development, Tourism, Transport system. Introduction on rails on 16th April, 1853, where the first- Service sector plays a vital role in the ever train, with a capital of Rs 3.8 million, process of economic development. It is a well- carrying 400 people in 14 carriages, covered documented observation in economic history the 21-mile distance in about 75 minutes from that the share of services1 in national product Bombay to Thane (Sailaja, 1988, Alivelu, tends to dominate once the economy reaches a 2006). By 1950, India had a net-work of about certain stage of development. These services 34,000 miles. In 1948, immediately after also form a vital component of the economy’s Independence, there were as many as 42 infrastructure (Sailaja, 1988) and railways are different railway systems consisting of 13 Class one such organization. The journey of railways I Railways, 10 class II Railways and 19 class in Indian sub-continent started modestly in 1853 III Railways. The class of a Railway is fixed with 34 kilometers (kms). Iron wheels rolled depending on gross earnings. Research Explorer 51 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Need for the Study crore which was appropriated to Development Fund. The originating revenue loading was The major task for the Indian Railways (IR) 1921.73 million tonnes excluding loading of is to integrate the above mentioned divided Konkan Railway in 2014-15 compared to railway system of the sub-continent such as 1887.79 million tonnes in the previous year. princely state railways, state owned railways During 2014-15, the number of passengers and to bring them under one management. India carried was 10,957 million compared to 9,246 railways play a vital role in Indian transport million in 2013-14 thus registering an increase system because its links major part of the of 7%. Passenger kms. which is the product of country and majority of Indian businesses the number of passengers carried and average depends of this mode of transport. The Indian distance traversed was 978 billion, up by 8.31% government has been implementing number of from 903 billion policies which will be helpful for poor people in terms of safety and comfort ability with in the previous year. During the year, 1510 affordable cost. Majority of the economic kms. of new lines were constructed and 1640 development focus on the confluence of kms. of track was converted to Broad Gauge. transport system and the industrial revolution 6,465 kms. of track renewal was carried out in created high transport demand. The Indian 2014-15 as against 3,840 kms. in the previous Railways contributes six percent of the total year. The interactions during the third period employment opportunity and play an important the top and middle level management reveal that role in human resource development. It covers the better performance of IR during the third nearly 63,000 routs kilometres covering 1.2 period is due to the efforts made by the railways million tonnes of goods and twelve million to reduce unit costs in core activities, to carry passengers every day. large volumes by increasing the capacities, optimisation of existing infrastructure, Objectives of the Study increasing the time interval between two The intention of this paper is to establish a successive wagon examinations.1875 kms. of comprehensive scenario so as to analyse the IR’s route was electrified during 2014- trends of output and employments of IR during 15.Efforts continued to bring down the adverse the period. The objectives of this study are to effects of railway activities on the environment estimate the following: through adaptation of cleaner technologies, Ø Performance of IR energy conservation measures, afforestation on Ø Labour productivity growth vacant railway land, etc. Concerted efforts to eliminate the use of wooden sleepers, adoption Ø Challenges ahead in IR of energyefficient technologies, etc. were some Period of the Study of the major initiatives in managing the environment. A number of initiatives were taken The period of study spans from 2014 -2015 to improve the quality of training programmes Data Collection for railway employees in order to improve The paper also makes use of the personal productivity. interactions with top and middle level Labour Productivity Growth management of the railways to corroborate the Despite the transport, storage & quantitative data with the qualitative data. communication being the core sector, their Performance of IR employment potential remains limited. How The year ended with an excess of ‘1,404.89 about the employment in railways s a whole? IR is considered to be the largest employer in Research Explorer 52 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) the public sector in India. It employs 1.4 million also one of the fastest growing part in the employees directly and several times larger the tourism industry who are considering the factors number indirectly through forward and such as low cost and scale and range of backward linkages (IR, Vision, 2020).As a treatment provided. Government also took some corporate policy, IR has set itself a goal of 1 initiatives to boost tourism industries by the way percent reduction in the sanctioned strength per of reducing the import tax, income tax annum, assuming a 3 percent annual natural exemptions and interest subsidiaries. retention to reach an equilibrium level of right- Policy Implications and Challenges Ahead sized staff-strength (IR, Vison 2020). This paper provides an over view of the Role of Railway Transport in Indian performance of the IR in terms of its output. Economy The turnaround story reveals that it was Indian railways play an important role in achieved because of more focused attention on integrating markets and increasing trade. The implementation of the various strategies by IR. Minister of Railways Suresh Prabhu stressed The strategies on the freight side include that “A proper sustainable transportation sector enhancing the capacities of the wagons, has potential to play a key role in India’s optimum use of assets, increasing the length of economic growth including removal of social the siding for loading and unloading, giving disparity, help reduce global greenhouse gas incentives to privileged customers, differential emission.”The total approximate earnings of pricing system, reclassification of goods to make Indian Railways on originating basis during them more customer friendly and reduction of FY2014-15 were Rs 157,880 crore and tariffs. On the passenger side, the railways currently Indian Railways focusing in capacity- increased the speed of the passenger trains, augmentation projects that having highest increased the number of coaches so as to return. Investment in the railway related accommodate more passengers, up gradation of components from the year 2000 to 2015 were the passengers from lower class to higher class, US$652.2 million in the form of Foreign Direct reduction of fares in the upper classes, setting Investment (FDI). Rapid growth in industrial up of model stations, tatkal scheme, e-ticketing activities is expected quotable volume of growth etc. Yet another challenge is the availability of in Indian Railways. During the initial period of wagons. As of now, there is a dearth of wagons industrial revolution railways play an important for freight movement. The demand is more than role in expanding domestic market, expanding the supply; as a consequence, we are losing rail the export sector. In India more than 70 percent traffic to road. To overcome this problem, the of the population preferred railway transport. railways have to produce more wagons. Similarly, on the passenger side, the coach Promotion of Tourism manufacturing units should be well equipped so Trains touch almost all important places of as to create the state-of-art wagons at a faster tourism and it encourage tourism by offering pace. promotional schemes, tour packages to the Conclusion foreign tourists. The World Tourism Council predicts that India will sustain the enormous Railways in India are considered as an growth in the tourism sector. Tourism is an important segment in economic development. important aid to the nation’s economy and it Most of the people in India prefer to travel gives enormous employment opportunities form through rail transport due to poor road transport tourism based businesses like hotels, retail system and cheapest cost. The train fairs are shops, transportation services. Medical tourism quite cheaper which is accessible even by the

Research Explorer 53 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) economically backward peoples Even though infrastructure-growth. Last accessed 13th railways contributes for market integration and March 2016. national income, government could have done 7. S.Gandhimathi, Dr.S.Saravanan. (2013). A more to aid India railways. Thus the Indian Study on Passenger’s Satisfaction towards railways treated as ‘engine of growth’. Railway Services in Coimbatore Junction. International Journal of Applied Research References and Studies (iJARS). 2, Issue 11 (2), 1-6. 1. Anant Kousadikar and Trivender Kumar 8. Sarit Boss. (November 26, 2015). Indian Singh. (2013). THE ADMINISTRATION Railways and India Post can play a game- OF INDIAN RAILWAYS: HOW DOES IT changing role using digital technologies. BENEFIT. International Journal of Available: http://www.businesstoday.in/ Advanced System and Social Engineering opinion/columns/indian-railways-and-india- Research. Vol 3, Issue 1, 2013, pp50-55 (3), post-can-play-a-game-changing-role-using- 1-26. digital-technologies/story/226299.html. Last 2. Dan Bogart. (May 2013). Could railways accessed 13th March 2016. have done more to aid economic 9. Vinod Kumar, Dr. J. B. Komaraiah. (2014). development in India. Available: http:// Role of Indian Railways in Promotion of www.ideasforindia.in/ Tourism in India: A Case Study of Foreign article.aspx?article_id=142. Last accessed Tourists. IOSR Journal Of Humanities And 13th March 2016. Social Science (IOSR-JHSS). Volume 19, 3. Garima Sinha. (August 2013). Ticketing Issue 1, Ver. IX (Feb. 2014), (PP 22-32), 1- System of Indian Railways through SMS and 32. Swapping Machine. International Journal 10. Vipul Mehta. (2015). What are the of Advanced Research in Computer Science advantages & disadvantages of railway and Software Engineering. 3 (3), 543-548. transport?. Available: http:// 4. Insites. (February 15, 2015). “Indian www.publishyourarticles.net/knowledge- Railways plays a pivotal role in reviving hub/business-studies/what-are-the- economic growth in the country and advantages-a-disadvantages-of-railway- investment in the railways has a large transport/810/. Last accessed 13th March multiplier effect on the rest of the economy.” 2016. Examine how the 2015 railways. Available: 11. V.K. Agarwal. (1991). INDIAN RAILWAYS http://www.insightsonindia.com/2015/02/ - THE CATALYST OF SOCIO-ECONOMIC 27/5-indian-railways-plays-a-pivotal-role- DEVELOPMENT. Available: http:// in-reviving-economic-growth-in-the- pib.nic.in/feature/fe0199/f1101991.html. country-and-investment-in-the-railways- Last accessed 13th March 2016. has-a-large-multiplier-effect-on-the-rest-of- . Last accessed 13th March 2016. 12. Alivelu. G. (2008). Analysis of Productivity Trends on Indian Railways, Journal of 5. Ministry of railways. (February 2016). Transport Research Forum, 47(1): 107-120 Indian Railways. Available: http:// www.ibef.org/industry/indian-railways.aspx. 13. Raghuram G (2007). Turnaround of Indian Last accessed 13th March 2016. Railways: Critical Appraisal of Strategies and Processes, Indian Institute of 6. PTI. (January 15, 2016). Proper Management, Ahmedabad, Working Paper transportation sector key to India’s growth: Suresh Prabhu. Available: http:// 14. Rao, T, V, S, R and Sriraman, S. (1985a): articles.economictimes. indiatimes. com/2016- Disequilibrium in Rail Freight Services, 01-15/news/69794148_ 1_railway-minister- Ajanta Publications, Delhi. suresh-prabhu-indian-railways-

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CEMENTING OF DALIT ENTREPRENEURS Dr. M.R. Lakshiminarayanan Principal & Associate Professor PG and Research Department of Commerce Dr. R.K. Shanmugam College of Arts and Science, Indili, Kallakurichi – 606 213, Villupuram Dt, Tamil Nadu State. ABSTRACT India is a big libertarian country. 4/5th of Indians are breathing in villages. Higher counts of dalit population are living in villages. The entrepreneurs play the important role for growth and development of every country. Entrepreneur is the boss of the particular concern. Especially, the dalit members are shortfall in entrepreneurship. Maximum number of dalit people does not know about the facilities of bank loan and privileges habituated by the Government. Plenty of entrepreneurial job opportunities are available for dalit people. If we sponsor good guidance and encouragement to them definitely they successfully survive in the entrepreneurship. Keywords: Dalit Entrepreneurship – Risk taking – Troubles for the dalit entrepreneurs – Word of advice. Introduction they inadequacy in the entrepreneurial jobs. Besides rural dalit, urban dalit people are also India is a big democratic country. More than scarcity in the entrepreneurship. 80% of poor people are living in Indian villages. The lakhs and lakhs of villages are situated in Entrepreneurship India. These are the villages are backbone of Entrepreneurship is the process of designing India’s development. Agriculture food items are a new business. i.e., to start up Company manufactured at villages. The landlords of the offering a product, process or service. rural area are having large number of agriculture Entrepreneur means “who starts a business”. fertile land. Poor people are working their He is also called “innovator, dreamer, organizer, agriculture lands. The maximum numbers of at visionary, capitalist, decision-maker, job least three fourths of poor people are who are creator, problem solver, high achiever, social working in the land. When compared to urban parasite, risk taker, opportunist, leader, boss, area, dalit populations are high in rural villages business man, etc”., and hamlets. The paramount numbers of agriculture labour are dalit people. Although, It simply says

Research Explorer 55 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Entrepreneur = Innovation + Risk Taking various businesses in India. Some dalit + Vision + Ethics + Organising Skills. entrepreneurs are successfully running the business without fear. However, parts of new Status of Dalit Entrepreneur dalit business persons are facing many problems According to the statistics, dalit entrepreneur in this entrepreneurship. These are are very low in both rural and urban areas. India 1. Inadequacy of technical know-how got independence on 1947. Still some rural dalit people suffers from untouchability, double 2. Semi-skilled working staff tumbler usage, domestic violence against dalits, 3. Measures of coaching and prolongation dowry harassment, carnal offences, sexual activities harassment against dalit women at work place, 4. Management complications destroying dalit’s assets, lower wages, unhealthy job relationship, cyber crimes, etc., . 5. Shrinkable of quality and endowment control Generally, large numbers of Indian dalit “youths” are not interesting to “Create Job” as 6. High cost of production owing to high input an “Entrepreneur”. They do not know about cost the provisions of bank loan, privileges 7. Down and out quality of raw materials habituated by the Central and the State 8. Paucity of storage and warehousing Governments and other credit facilities given facilities by them. The educated people do not properly intimate the credit facilities available in the 9. Outmoded and primordial technology financial institutions to the dalit people. 10. Shortfall of promotional strategy Job Seekers 11. Wear and tear of old technology machinery One and the other town and rural areas in equipments India, the majority of dalit youths are interesting 12. Incommensurate slow of credit to work with other people or prefer to 13. Poor quality standards Government job. Considering assured income on every month, 8 to 10 hours of work, lesser 14. Insubstantial infrastructure and framework degree of responsibility, these are the reasons facilities they prefer to employee work. Still and all, if 15. Low level of education worker gives hard work in the private/ 16. Lack of focus, follow up and support Government sector, they could not get more income. At the time of festival of Deepavali, Needs of Dalit Entrepreneurs in the Pongal or other festivals they earn bonus from Competitive World: - the employer according to their job performance, skill and ability. Employees work is 8 hours Entrepreneur is the boss of the particular duty but Entrepreneurs work 24 hours duty. concern. He/She follows the time management There is no rest or interval. Because of lack in in day and night. Punctuality, sincerity, awareness to start in industry, the dalit people righteousness, virtue, rescuing word, would not adopt the entrepreneurship unshakeable faith in the business, non-failure immediately. Some of their close friends, blood of self confidence & self trust, strategies to cover relations and the distance relations give them the customers, these are very important for each fear and risk of entrepreneurship. and every dalit entrepreneurs. The companies Problems for Dalit Entrepreneurs:- developments are depend upon the enhancement Now, many of dalit entrepreneurs are doing of customers.

Research Explorer 56 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) The various tips and the important follow- 14. Cow farms up of dalit entrepreneurs in their business 15. Dog farms activities:- 16. Goose farms 1. Utilization of finance in properly 17. Fisheries and ornamental fish breeding 2. Maintaining financial management 18. Mushroom cultivation 3. Care of business activities 19. Vermi-composting 4. Always smiling face 20. Manufacturing organic vegetables 5. To be sure in the mind 21. Poultry farm 6. If the aim of being able to try 22. Prawn farm 7. Quick to recover 23. Duck rearing 8. Eye on the career 24. Flowers plant breeding (Florists) 9. Accepting responsibility 25. Terrace garden 26. Natural fertilizers production 10. Alertness in the occupation 27. Silk warming 11. Punctuality in decision making 28. Fowl/Eten culture 12. Knowing about market awareness 29. Lamb breeding 13. Product technological advancement and 30. Milch cow farm innovation 31. Sheep farm 14. Foresight about the business growth 32. Goat farms 15. Creating goodwill among the customers 33. Cattle feed and seed production 16. Ability to expand a business 34. Earth warm production 17. Satisfy the workers, staff members, creditors 35. Japanese Quail culture and bankers. 36. Drake/Duck culture More opportunities and facilities are 37. Marine algae available for entrepreneurship of dalit people 38. Production of organic seeds for creating new business 39. Vending buffalo milk Entrepreneurship business availability for 40. Production of pickles the dalit entrepreneurs:- 41. Production of papad 1. Apiculture 42. Production of cottage industries goods like 2. Arboriculture chips, pellet groundnut, sweets and snacks 3. Aviculture 43. Manufacturing mineral water 4. Floriculture 44. Solar power production 5. Horticulture 45. Production of Betel nut plate, Paper plate 6. Olericulture and cup 7. Pisciculture 46. Carpentry and woodworks 8. Pomiculture 47. Beauty parlour 9. Sericulture 48. Home appliances 10. Viticulture 49. Bride/bridegrooms make-up firm 11. Rabbit culture 50. Tour operator 12. Turkey culture 51. Electrician/Painter/Mansion/Tiles pasting 13. Pig culture work/Welding/Electrical Wiring/Plumbing/ Mechanic

Research Explorer 57 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) 52. Two wheeler/ Four wheeler shops and 77. Other business activities according to the driving institute demands of the local people 53. Hotels and restaurant Conclusion 54. Tailoring shop In India, more than 85% Dalits are living 55. Real Estate and consultant in rural areas. Now, our Central and State 56. Photography/Audio/Video/Advertisement/ Governments give them loan/credit facilities and Digital printing/Multimedia/Animation, provide with training with the subject experts etc., for the benefit of dalit people. Some of the 57. Mobile Shops/Mobile servicing/Computer district employment offices in Tamil Nadu state servicing/Laptop servicing/Television offers self employment programme for the sake Servicing of dalit community people. They give some 58. Textiles and readymade showroom important tips to them with low cost. If we 59. Fruit and vegetable markets subsidize good guidance and encouragement to 60. Jewellery shops them definitely they successfully survive in the 61. Electronics and Electrical shop entrepreneurship. The development of Indian 62. Production/show room of Chapels and economy depends upon the entrepreneur. Shoes Particularly, we encourage dalit entrepreneur for 63. Education coaching centre-Coaching for our society development. spoken English, training for Government / Reference public examinations for SSLC and H.SC., 1. Entrepreneurial Development – Dr. students/Taking special coaching for degree Jayashree Suresh (2013), Margham students/ coaching for Government Publications, Chennai . competitive examinations, etc., 2. Entrepreneurial Development – Dr. S.S. 64. Yoga and Meditation centre Khanka (2012), S. Chand & Company Ltd., 65. CD/DVD Shops New Delhi. 66. Grocery and departmental stores 3. Dinamani – Maanavar Malar (2015) 67. Books and stationary shops 4. SELP Journal of Social Science 68. Courier services (Trichirappalli) – Problem faced by dalit 69. Medical shops women entrepreneurs in villages of Tamil 70. Products agency Nadu and the solutions for them - Dr. M.R. 71. Sweet marts, bakery, butter milk, cool Lakshiminarayanan, (July-September 2015) – P. No. 17-19. drinks, ice-cream, tea and coffee shops 72. Educational consultancy Websites:- 73. Cat business 1. www.google.co.in 74. Renting of chairs, tables, vessels, 2. www.dicci.org shamiyana, etc., 3. www.amazon.in 4. www.indiaresearch.org 75. Preparing catering food for marriage, 5. www.oneindia.com auspices events, others. 6. www.worldwidejournals.com 76. Multi Gym 7. www.business-standard.com

Research Explorer 58 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

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PROBLEMS IN REPAYMENT OF EDUCATION LOANS FROM NATIONALIZED BANKS INCLUDING OTHER COMMERCIAL BANKS IN KERALA C. Thomas Sebastian (Rtd.) Associate Professor, P.G. Department of Commerce Deva Matha College Kuravilangad , Kottayanm Dist. Kerala S.India – 686633 (Faculty CSI College for legal Studies, Kanakkary , Kottyam Dist Kerala) ABSTRACT Loans for education should be seen as an investment for economic development and prosperity. Knowledge and information would be the driving force for economic growth in the coming years. Many nationalized banks have come up with various attractive schemes of educational loan to meet the diversified financial wants of students to fund their educational expenses. Even private banks are not lagging far behind. This scenario is certainly helping the illustrious students to pursue higher education and realize their dreams. This is only the fertile side of education loan. Whereas on the other hand, students from the modest financial backgrounds who will soon step out into the world of employment are carrying huge milestones around their neck, worrying how will they pay off educational loan if jobs continue to shrink. Keywords: Education Loan, Knowledge information, Commercial Banks, Higher education Introduction ‘Studies on the Status and Problems in Bankers now say educational loans could Repayment of Education Loans from potentially hold a store of problems. As Nationalized Banks Including Other educational loans are typically unsecured, Commercial Banks in Kerala’. Educational meaning there is a little or no collateral for banks loans are generally granted for higher studies to fall back on. The scope of educational loan and payback time begins one year after the has widened both in India and abroad covering completion of the course or six months after new courses in diversified areas. Development getting placed, whichever is earlier. As the of human capital is a national priority and it economic slowdown deepens, campus should be endeavor of all that no deserving recruitment and the chances of securing student is denied the opportunity to pursue employment are reducing fast. As per the higher education for want of financial support. procedures followed by the banks, the Therefore the problem of study is stated as repayment normally will start six months after

Research Explorer 59 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) the completion of the course or on securing full In a study Narayana has stated that it is employment whichever is earlier. It may also pertinent to all developing countries to allow start immediately after the disbursement of the educational loans to supplement budgetary loan. Course period +1 year or 6 months after shortcomings as well as to maintain reasonable getting job, whichever is earlier. fee structure by Government and aided colleges as was done in Karnataka and for that matter in Objectives other states in India. The objectives are (1) To study the status of Harsh Gangadhar conducted his study on education loan in Kerala, (2) To study the educational loan schemes by scheduled repayment schedule of the banks concerned, (3) commercial banks in Chandigarh. He has To study the circumstances of the student leads highlighted absence of previous studies on to undertake a higher education loan, (4)To education loan schemes. During the years 2004 study the repayment status of the loan amount to 2010 when his study took place, the interest and (5) To identify the problems in repayment, on educational loans were high and that it was and the factors behind successful repayment. disbursed on purely commercial basis. In some Methodology cases the loans were taken to get visa to foreign The methodology followed to answer the countries and after reaching there the loans were objectives set aside is of immense significance. fully repaid. The following section specifies various methods, Disbursement of Educational Loan techniques and paradigms followed with respect Following table shows the amount of to this study. educational loan outstanding with commercial Data and Sample Design banks in Kerala during the period 31 march The primary data for the study was obtained 2007 to 31 march 2011. from one hundred students who borrowed Table 1- Education Loan Outstanding on 31st educational loan from any of the commercial of March 2007- 2011 (Rs. Cores) bank and are residing within the district of Kottayam by a questionnaire. With regard to secondary data, various published sources such as reports and documents issued by the RBI and other financial regulators, government departments and agencies, banks and other Source: Compiled from Reports on Trends financial institutions, autonomous bodies etc and Progress of Banking in India Literature Review RBI for 2007-2011 Consequent to Education Policies of 1986 Table 1 reveals that over a period of five and 1992 the Central Government decreased the years starting from the year 2007 the budget allocation for higher education. Self educational loans have risen from Rs. 15,208 financing institutions for higher education were Crores to Rs 43710 Crores. Furthermore table permitted to operate. On August 4, 2009, the 1 shows, in comparison of education loan as a Indian Parliament has passed “The Right of percentage of total personal loan there is a Children to free and Compulsory Education Bill, steady increase from 3.36 percent to 6.38 2009” which envisages free and compulsory percent. education to children in the 6-14 age group.

Research Explorer 60 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Table 2- Disbursement of Educational Loans From table 3, 40 percent of the respondents and its Growth Percentage over the period belongs to medical and allied field (medicine, of 2007-2011 nursing). It was followed by M.B.A, 31 percent; then by engineering, 25 percent and others, 4 percent. It is a clear indication that most of the education loan borrowers (94 percent) availed loan for studying professional courses which have a comparatively higher placement/job chance in the job market. Sixty eight percent Source: Compiled from Reports on Trends of the educational loan borrowers studied their and Progress of Banking in India course at self-financing colleges, it was followed RBI for 2007-2011 by 20 percent at aided colleges. Only 12 percent From table 2 shoes that the disbursement of of the educational loan borrowers have admitted educational loans of commercial banks at government institutions. This gives a clear increased from 15,208 lakh in 2007 to 43,710 picture that majority (60 percent) of the lakh in 2011. Where the average rate of growth education loan borrowers have resorted to self- during the period is 30 percentage, which is a financing colleges for their studies. clear indication of the steady increase in the Table 4- Annual income of the Respondent’s demand for educational loan. household Analysis of Data The data collected from 100 respondents are presented in the appropriate heads. Out of one hundred sample identified forty one respondents were male (ie. 41 percentage) and the remaining fifty nine (59 percentage) were female. Seventy five percentage of sample respondents have the Source: Primary data age above 25. Whereas only 25 percent of the Table 4 shows the distribution of loan respondents have the age up to 25 and can be borrowers based on their annual household interpreted that a significant portion of the income. 27 percent of the respondents have respondents were elder than 25 years. household income in between 50,000-1, 00,000. Education stream/course for which the Whereas 25 percent of the respondents respondents have availed the educational loan household income is even below 50,000. 23 is of immense importance as each of the different percent of respondents have household income course have a distinct job prospect and market between 1 lakh and 1.5lakh. 10 percent have in the economy. The following table shows the household income above 2.5lakh. Similarly 9 course wise distribution of respondents. percent of the respondent’s household income Table 3 Course wise Distribution of falls in between 1.5 lakh to 2 lakh. And another Respondents 6 percent of borrowers have household income ranges in between 2 to 2.5 lakh. In short 75 percent of the loan borrower’s annual household income is under 1.5 lakh. It is a clear indication that majority of the education loan borrowers have low annual household income.

Source: Primary data The occupational status of respondent’s

Research Explorer 61 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) parents are also studied . Forty three (43) amount below 2 lakh. That is the most availed percent of the educational loan borrowers loanable amount is in between 2.5 to 4 lakh (75 parents were agriculturist, it was followed by percent). business/profession related occupation, 21 Rate of Interest on Education Loan Charged percent; then followed by private sector by Banks employment, 14 percent; then by government employment, 12 percent; and 10 percent of the Out of one hundred respondents 32 of the loan borrowers parents were occupied with self- respondent’s availed education loan at a rate of employment. From this it is understood that 14 percent. 29 of the respondents were able to large part (agriculture 43 percent, self- avail loan at a rate of 13 percent, 28 of the employment 10 percent) of education loan respondent’s availed loan at a rate of 12 percent, beneficiaries belongs to the weaker sections of 23 of the respondents at 15 percent. However 4 the society. of the respondents availed loan at 11 percent interest rate. Although 4 of the respondents Social Class of Respondents Under the Study stated that they were paying interest at a rate of From the study it was found that out of 16 percent. From this it can be summarised that hundred respondents fifty five respondents the usual interest rate charged by banks on belongs to the general category, whereas twenty educational loan ranges in between 12-15 six belongs to minorities. However, only 19 of percent (92 percent). Types of Banks Provided the respondents belongs to OBC/SC/ST/etc. the education Loan According to the study, 64 percent of the Table 6- Name of the bank from which loan respondents have family strength up to four. taken Only 36 percent of the respondents have family strength over 4. Amount of education loan availed Table 5– Amount of Loan availed

Source: Primary data Table 6 shows that 43 percentage of the respondents have availed education loan from either SBI or SBT. Whereas 35percent have resorted other nationalized banks for educational loan. At the same time 29 percent Source: Primary data of the respondents availed loan from private sector banks. Only 11 percent of the respondents As per the data shown in the table 5, 25 availed loan from co-operative banks. Therefore percent of the respondents have loan amount it can be concluded that state bank group banks between 2.5 to 3 lakh, 21 percent have loan and other nationalized banks were the main amount between 3.5 to 4 lakh, 19 percent have lenders of educational loan (78 percent). loan amount between 3 to 3.5 lakh, 15 percent have loan amount between 4 to 4.5 lakh, 8 Period Education Loan of The Respondents percent have loan amount between 2 to 2.5 lakh, 7 percent have loan amount above 4.5 lakh. And The study shows period wise classification only 4 percent of the respondents have loan of educational loan borrowers. 39 percent of the respondent’s loan tenure period is 3 years, Research Explorer 62 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) whereas 31percent have 4 years, 25 percent Table 8 - Why education loan opted for have 5 years and 5 percent of the respondents higher studies have loan tenure period of 6 years. Hence it can be concluded that on an average the period of education loan ranges between 3-5 years. Purpose for Which the Loan Utilized The research study finds that 44 percent of the respondents availed education loan to cover Source: Primary data their course fee. However 43 percent of the respondents availed loan to cover up their Table 8 illustrates the various reasons for course, hostel, as well as mess fee. Only 13 availing educational loan. The study displayed percent of the respondents availed loan for that 56 percent of the respondents availed financing a part of their course fee. educational loan because of the lack of adequate Source of knowing the education Loan finance to fund the education expenses, it was followed by the motive of financing educational Table 7 Source of knowing the education expenses themselves 30 percent, then by the loan view that funding for education is the duty of government, as a commonly accepted practice 5 percent, low rate of interest 3 percent, and the expectation of loan waiver scheme. Ninety nine percent of the respondents were successfully Source: Primary data completed the course. Whereas only one percent Table 7 illustrates the major sources is incapable of completing the course. It is a of education loan. According to the data clear indication that the educational loan displayed in the table 7, 42 percent of the borrowers were able to complete the course. respondents gather information about education from friends and relatives, it was followed by Whether the education loan borrower got educational institution 31 percent, then by media employment advertisement by banks 16 percent, and by The study shows the employment status of media news 10 percent. the respondents and it was revealed that, 72 per According to the study 65 percent of the cent of the respondents got placed. Whereas 28 respondents have only one educational loan in percent were not able to find an employment the family. Whereas 35 percent of the after completing the education . respondents stated that they have additional educational loan in the family. Way in which the Respondents got Family Having other loans availed employment As per per the study, 54 percent of the As per the study, 40 percent of the respondent’s does not have any other loan other respondents got employment within one year than educational loan. Whereas the 46 after completing the course, 30 percent of the percentage of the respondent’s family have other respondents got employment only after one year loans other than educational loan. Reasons for completion the course, 16 percent got opting a higher education Loan ? employment immediately after completing the

Research Explorer 63 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) course, and 14 through campus placement. percent of loan amount, 34 percent have repaid the loan in between 25-50 percent, 15 percent Employment in the same field of study have repaid the loan in between 50-75 percent, According to the study 67 percent of the and 6 percent have repaid the loan in between respondents got employment in the same field 75-100 percent of loan amount. of study, whereas remaining 33 percent of the Reason for Non-payment of education Loan respondents were unable to find a job in the area of their study. Table10: Reasons for Non-payment of education Loan Employment in Accordance with the qualification As per the study 71 percent of the respondents opinioned that they have got placed in accordance with their qualification. Whereas 29 percent of the respondents opinioned that they were not employed in accordance to their qualification. Source: Primary data Level of salary of the employed respondents Table 10 illustrates the reason for non- The study displays that 53 percent of the payment of education loan. According to the data respondents are of opinion that they were getting presented in the table 27, 53 percent of the fair amount of salary, 42 percent are of opinion respondents are of opinion that lack of that their salary was below par, and 5 percent employment was the reason for non-payment, are of opinion that their salary was above par. 22 percent opinioned lack of adequate salary, The study reveals that the loan repayment status 11 percent opinioned improper receipt of salary of the employed respondents. And the study as reason, and 14 percent opinioned that the illustrate that 66 percent of the employed salary is used for the other purpose as a reason respondents have started repaying their for non-payment. educational loan. However, 36 percent of the Findings employed respondents have not yet started to repay the loan. Following are the important findings of the study Extend of repayment of education Loan There is a steady increase in the demand for Table 9: Extend of repayment of loan done educational loan in the society. Over the period of five years starting from the year 2007 the educational loans have risen from Rs. 15,208 Crores to Rs 43710 Crores. The average growth percentage of educational loan disbursement during the period from 2007 to 2011 was 30 percent. It is an indication for the rapid increase Source: Primary data for education loan in the society. Out of one hundred sample identified forty one of the The extend of loan repayment status of respondents were male (ie. 41 percentage) and respondents those who started repaying loan is the remaining fifty nine (59 percentage) were shown in the table 9. As per table, 45 percent of female. Ninety four percent of the education the respondent’s repayment status is below 25 loan borrowers availed the loan for studying

Research Explorer 64 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) professional courses. Out of which 40 percent advertisement by banks 16 percent, and by of the respondents belongs to medical and allied media news 10 percent. Sixty five percent of field (medicine, nursing). It was followed by the respondents have only one educational loan M.B.A, 31 percent; then by engineering, 25 in the family. Whereas 35 percent of the percent. respondents stated that they have additional educational loan in the family. Fifty four percent Sixty eight percent of the educational loan of the respondent’s does not have any other loan borrowers studied their course at self-financing other than educational loan. Whereas the 46 colleges, it was followed by 20 percent at aided percentage of the respondent’s family have other colleges. Only 12 percent of the educational loan loans other than educational loan. borrowers have admitted at government institutions. This gives a clear picture that Fifty Six percent of the respondents are of majority (60 percent) of the education loan opinion that they have availed educational loan borrowers have resorted to self-financing because of the lack of adequate finance to fund colleges for their studies. the education expenses, it was followed by the motive of financing educational expenses Seventy five percent of the loan borrower’s themselves 30 percent, then by the view that annual household income is under 1.5lakh. It is funding for education is the duty of government. a clear indication that majority of the education Ninety nine percent of the respondents were loan borrowers have low annual household successfully completed the course and Seventy income.The 75 percent of the respondent’s two percent of the respondents got placed. availed loanable amount is in between 2.5 to 4 Whereas 28 percent were not able to find an lakh. Ninety two percent of the respondents pay employment. Forty percent of the respondents the rate of interest in between 12-15 got employment within one year after percentForty three percentage of the respondents completing the course, 30 percent of the have availed education loan from either SBI or respondents got employment only after one year SBT. Whereas 35 percent have resorted other completion the course, 16 percent got nationalized banks for educational loan. At the employment immediately after completing the same time 29 percent of the respondents availed course, and 14 through campus placement. loan from private sector banks. Only 11 percent Thirty three percent of the respondents were of the respondents availed loan from co- unable to find a job in the area of their study. operative banks. Therefore it can be concluded Seventy one percent of the respondents that state bank group banks and other opinioned that they have got placed in nationalized banks were the main lenders of accordance with their qualification. Whereas 29 educational loan (78 percent).Ninety five percent of the respondents opinioned that they percent of the respondent’s loan term ranges were not employed in accordance to their between 30 to 5 years. Forty four percent of the qualification. Fifty three percent of the respondents availed education loan to cover their respondents are of opinion that they were getting course fee. However, 43 percent of the fair amount of salary, 42 percent are of opinion respondents availed loan to cover up their that their salary was below par, and 5 percent course, hostel, as well as mess fee. Only 13 are of opinion that their salary was above par. percent of the respondents availed loan for Sixty six percent of the employed respondents financing a part of their course fee. Forty two have started repaying their educational loan. percent of the respondents consider friends and However 36 percent of the employed relatives as a source to gather information about respondents have not yet started to repay the education loan, it was followed by educational loan. Forty five percent of the respondent’s institution 31 percent, then by media

Research Explorer 65 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) repayment status is below 25 percent of loan Professor , Indian Institute of Management, amount, 34 percent have repaid the loan in Bangalore Hindu Business Line may, between 25-50 percent, 15 percent have repaid 23,2008 the loan in between 50-75 percent, and 6 percent 3. Harsh Gandhar. (2010) “Educational Loan have repaid the loan in between 75-100 percent Scheme Of Scheduled Commercial Banks In of loan amount. The reasons for non-payment India- An Assessment” IJBEMR Volume 1, of education loan by respondent were the lack Issue 1 ISSN-2229-4848 Sri Krishna of employment 53 percent, lack of adequate International Research & Educational salary 22 percent, improper receipt of salary 11 Consortium http://www.skirec.com – 65 percent, and use of salary for other important 4. IBA Bulletin March 2009 purposes like construction of house, for the 5. Jandhyala B G Tilak: Higher Education education of other family members 14 percent. Policy in India in Transition, The Economic Conclusion & Political Weekly, Vol - XLVII No. 13, March 31, 2012 . It is the only fundamental way by which a 6. Lessons from Educational loans, R. desired change and upliftment in the society can Vaidhyanthan, Professor, IIM Bangalore, the be taken into effect. In fact, banks started Hindu Business Line February 23, 2006 focusing on education loans in 2005 after 7. M. R. Narayana, - Institute for social and Chidambaram announced several incentives to Economic Change, India (2005), “Student promote such loans. Together with the wide Loan by Commercial Banks: A Way to spared of educational loan now for many banks, Reduce State Government Financial Support especially government-owned lenders, student to Higher Education in India published in loans are emerging as a new source of stress. The Journal of Developing Areas Vol. 38, The main reason is the lack of repayment. Banks No. 2 (Spring), pp. 171-187 are under continuous pressure from the 8. P.Venugopal, ‘The Flip side of Education government and regional political parties to Loan’ ‘Nursing student’s death triggers extend loans even to those students without protest’ The Hindu May 1, 2012 adequate merit. The students can’t be blamed 9. Reserve Bank of India annual report 2009 for the non payment of education Loan. Most 10. State Level Bankers’ Committee, Kerala, of the borrowers of education loan were able to archives for 2008-11 http:// complete the course. But the problem is with www.slbckerala.com accessed in December employment and salary. Many firms have frozen 2010, December 2011, May 2012 fresh hiring or are offering lower salaries. The emergence of a large number of sub-standard 11. The Malayala Manorama, ‘Education Loan- Interest Subsidy for SEBC’:August 28, 2009 educational institutions run with poor infrastructure and under-qualified faculty have Acknowledgement also made employers wary of hiring, 1. This paper relates to the Minor Research contributing to the increase in student loan Project (XIth Plan) entitled “Studies on the defaults. status and problems in repayment of education loans from nationalized banks Bibliography including the commercial banks in 1. C.S. Ranjith: ‘Interest subsidy for SEBC not Kerala” funded by UGC as per MRP(H)- available for GNM student borrowers’- The 920/09-10/KLMGO23 /UGC-SWRO. Malayala Manorama July 24, 2011 2. Education loans needed a fresh and sustainable model R. Vaidyanathan,

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STRESS MANAGEMENT AND COPING STRATEGIES WITH REFERENCE TO GARMENT EMPLOYEES IN COIMBATORE DISTRICT Dr. M. Nandhini Head and Assistant Professor M. Usha Assistant Professor Dr.P. Palanivelu Professor and The Controller of Examination, Karpagam Academy of Higher Education, - Coimbatore 21 ABSTRACT It may seem that there’s nothing you can do about your stress level. There will never be more hours in the day for all your errands, and your career or family responsibilities will always be demanding. But you have a lot more control than you might think. In fact, the simple realization that you’re in control of your life is the foundation of stress management. Managing stress is all about taking charge: taking charge of your thoughts, your emotions, your schedule, your environment, and the way you deal with problems. The ultimate goal is a balanced life, with time for work, relationships, relaxation, and fun – plus the resilience to hold up under pressure and meet challenges head on. Keywords : destruct, rejection, anger, depression Introduction problem such as headache, upset stomach, Stress is the “wear and tear” of our bodies rashes, and insomnia. Ulcers, high blood experience as we adjust to our continually pressure, heart diseases and stroke. Thus it badly changing environment; it has physical and affects the productivity of the person in his emotional effect on us and can create positive functional area. Stress may be defined as an or negative feelings. As positive influences, emotional, an intellectual or physical reaction stress can help to compel us in action, it can to change or demands. Anything that cause result in a new awareness and an exciting new change in routine is stressful. Anything that perspective. As a negative influence it can result causes change in body health is stressful. Stress in feelings of destruct, rejection, anger and is any thing that physically, emotionally and depression, which in turn can lead to health psychologically pressures an individual.

Research Explorer 67 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Ø Stress is an everyday part of lives of any brand conscious and gives priority to high person. quality. Branded readymade garments account over 21 percent of the readymade garment Ø “stress is not a weakness” stress becomes a industry. part of every one’s daily life. Despite substantial growth, comparing to the Ø Without some stress in our lives, the world international readymade garment market of seems boring and dull. nearly 183mn USD, the Indian readymade Ø Stress can be both positive and negative garment market is still in a budding phase. Due Garment Industry to the higher the introduction cost of brand in India for the foreign players, domestic players Indians are recognized all over the world for have no fear of any outside competition. The their sense of fashion; the fashion statement is main obstacle to the organized players is the not only limited to celebrities but applies for huge unorganized scenario of the market. In a the common masses as well. For the garment move to compete, the organized players have industry in India, industrialization has proved rolled out their own strategy of standardizing to be a blessing. Complying with the changing the goods. tastes of people and evolving market trends, the garment manufacturers in India are Indians are recognized all over the world for continuously striving to be innovative. India is their sense of fashion; the fashion statement is engaged in heavy export of garments to the not only limited to celebrities but applies for international markets. the common masses as well. For the garment industry in India, industrialization has proved According to a study conducted by the to be a blessing. Complying with the changing Confederation of Indian Industry (CII) and tastes of people and evolving market trends, the McKinsey & Company, India is expected to garment manufacturers in India are witness a seven-fold increase in its exports over continuously striving to be innovative. India is the next decade. One of the sectors to be engaged in heavy export of garments to the benefited is the apparel sector. The garment international markets. industry in India is completely self-dependent; right from manufacturing of fibre to finished Objectives of the Study garments, everything is done in the country · To study the causes of stress among garment itself. employees Textile industry in India is widely · To study the stress level on employees comprehensive, integrating whole range of raw · To know the effect of stress on productivity material to finished product that includes fibre of an organization manufacturing, spinning, knitting and weaving, and garment manufacture. Industry provides · To study the effect of stress on personal almost every single aspect. growth. In recent years, the readymade garment · To identify stress coping strategies at segment has seen vertical growth. Accounting organizational level nearly Rs. 20,000 crores, this industry is Research Methodology growing at the rate of 20 percent, with massive visibility and consideration margins. The largest Research Design segment for the readymade garment segment The research design used in the study is includes the age-group of 16-35 that is very Descriptive research design. A descriptive study

Research Explorer 68 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) is undertaken in order to ascertain and be able to describe the characteristics of the variables the research design reveals the study of facts existing. Sources of Data Table 1 clearly explains the demographics The data were collected from both primary details of the respondents and secondary sources. Questionnaire method is used for collecting the primary data. The data Table 2- Reason for Stress Among were also collected from published records, Employees Journals and Websites. Sample size Using the random sampling method, the data were collected from 150 employees working in various garment industries in Coimbatore namely KG denim Limited, Mondo Styles, Coral reef cottons, Qualitime India and A A Fashion wear etc., The study was undertaken to measure the stress level of the employee. Tools and techniques used The collected data were analyzed by employing the statistical tools like Percentage analysis, Chi-square test and Mean Score Result and Discussion Table 1 – Demographic Details of the respondents The result from table 2 shows that, shortage of staff, Managing others work and work for long hours are the main reasons for stress among garment employees Table 3- Impact of Stress in Work Place

Research Explorer 69 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Table 3 clearly explains that. Work is not · 42 percent of the respondents monthly completed within the time rank first as the income is Rs Rs.10,001 – Rs.20,000 impact of stress in work place rank first while, · 34 percent of the respondents have 2 to 5 lack of confidence in dealing with peoples rank years of work experience last. · 78 percent of the respondent were married Table 4 – Impact of Stress in Personal Life · Shortage of staff the main reasons for stress among garment employees · Work is not completed within the time rank first as the impact of stress in work place · Majority of the respondents agrees that work stress interferes and upset their family life Chi Square Test The above table clearly explains the impact · There is significant relationship between age of stress on personal life of the employees and reason for stress among employees Table 5 - Chi Square Test · There is significant relationship between Monthly income and impact of stress in work place Conclusion Today, the buyers of readymade garment segment are aware of the running trends, and demand the newest in fashion and products at a reasonable cost. At the front position of this evolution are the smaller players, which private labels that are thoroughly transforming the dressing way of men, women and children. With the supply chain limitations eased, organization in real estate markets, and rationale tax Table 6 – Stress Coping Strategies structure, the readymade garment segment has become more lucrative and it is anticipated that the readymade garment segment will be the main segment in the next five years. Reference Book · Harold Koontz, Heinz Weihrich, 2004, Essentials Of Management, Tata McGraw The study identified the stress coping Hill Publishing Company Ltd., New Delhi. strategies for reducing the stress among · Manoj, 1980, Job Stress In Human Service, garments employees. Saje Publications, Beverly Hill. · Prasad L.M., 2001, Human Resource Findings Management, New Delhi, Sultan Chand and · 42 percent of the respondents are 21 to 35 Sons. years. · Roa V.S.P., Human Resource Management, · 76 percent of the respondents were male. Excell Books, New Delhi. Research Explorer 70 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

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DO IT RIGHT THE FIRST TIME - SERVICE RECOVERY ASSESSES THE OVERALL PERFORMANCE! R.Vijay Anand Ph.D Research Scholar Dr. M. Dhanusu Associate Professor and Research Guide Post Graduate And Research Department Of Commerce, Pachaiyappa’s College, Chennai- 600 030. ABSTRACT This research paper attempts to measure the overall customer satisfaction as an outcome of service recovery that leads to overall performance. In addition to customers, employees of a health insurance sector also occupy a unique and sensitive position in health insurance sector. No meaningful change is possible in the health insurance sectors without the involvement of the employees. If health insurance sectors have to take any significant measure to adapt themselves to the new competitive environment, one of the most crucial initiatives to be undertaken is the organization’s preparation of its employees to update them with the requirement of competitive health insurance sectoring. No longer can an organization striving for success afford to devalue and demoralize its workforce. It cannot hope to succeed at the expense of those who help and make success possible. The level of employee satisfaction will decide the quality of services the customer receives. Keywords : Health insurance, Indian economy, liberalization, privatization, globalization Background of the Study which gained the entry of multinational health The health insurance sectoring sector insurance sectoring companies alongside the determines the economic and financial pulse of public and private sector health insurance every country to which the Indian economy is sectors in India. To address this intense not an exception. Prior to globalization, the competition, health insurance sectors have attitude of the public sector health insurance shielded their strategy from product-centered to sector employees was not receptive. There has a customer-centered strategy. Studies show that been a tremendous change among the public to change the strategy, it is advisable for health sector health insurance sectors only after the insurance sectors to apply effective mechanisms India’s access to economic liberalization, to maintain excellent service delivery system privatization and globalization (LPG) process with an edge over the competitors through the Research Explorer 71 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) technology driven product and service in terms relationship and customer loyalty (Komunda f of global quality. Osarenkhoe, 2012). However, ineffective SR will decrease the level of confidence among Thus increased productivity by providing the customers towards the service provider and required services at the first attempt (Lovelock cause the emergence of negative word of mouth firtz, 2011). However, it is quite intricate to regarding the particular service provider obtain the intended outcomes as most of the (Komunda Osarenkhoe, 2012). Despite its “moments of truth” in the field of services are strategic relevance, firms still overlook the susceptible to failures and sometimes failures importance of effective SR and corrective happened due to reasons that are beyond the measures are usually far from the acceptable control of the service provider. The literature in level of systematic SR procedure. To address health insurance sectoring classifies service the relevance of SR in health insurance sectoring failure into three categories; 1) unavailable industry, the primary aim of this article is to services, 2) unreasonably slow services and 3) study the association between SR, customer other core service failures. satisfaction and post behavioral actions of Unavailable services refer to the absence customers that determines the level of of services that are usually available and performance. It is hoped that this paper can: 1) unreasonable slow services refer to the slow contribute to the body of SR’s literature by responses by the customer service employees examining the relative impact of SR on customer when dealing with their customers. Meanwhile, satisfaction (CS) as well as the relationships other core service failures occur when the between CS and post behavioural intention, that employees’ behavior are unacceptable by the leads to enhance the level of performance. customers’ standard. Service Recovery (SR) – A Review Thus, service failures can evoke Actions initiated by a service provider in dissatisfaction among customers and they would rectifying the problem that leads to a service take any of the following actions: 1) in a form failure (Sheth, Sisodia f Sharma, 2000) which of public action (i.e., complaining to the service can affect the level of customer satisfaction and firm, sharing the problem on social networks loyalty (Karatepe, 2006). Research in these field such as twitter and facebook and spread negative shows that SR is a rather neglected part of word of mouth (WOM)), 2) private action (i.e., service marketing and thus, more attention switch over process) or 3) no action due to the should be given to it (Tax, Brown f monopoly nature of industry. To avoid the Chandrashekaran, 1998; Wirtz f McColl- negative impacts of service failures, the service Kennedy, 2010). In doing so, the operation provider should try to overcome the problem functions of a firm would always be ready with quickly by implementing the most suitable the capacity to recover any service failure in service recovery (SR) procedures. SR is defined order to ensure quality services are being as systematic actions which are taken by a provided by the firm (Prajogo f McDermott, service provider to rectify the error following a 2008; Sousa f Voss, 2009). The level of service service failure in order to regain customers’ quality can be measured by two dimensions; 1) support (Gronroos, 1990). However, to have the outcome or “what” the customer actually effective SR can be difficult since to resolve receives as part of the firm’s efforts to recover conflicts and managing aggrieved customers and 2) the process of recovery and “how” the require comprehensive procedures (Zeithaml f recovery is accomplished (Dufy, Miller f Bitner, 2000). Successful SR can improve Bexley, 2006). The outcome of SR is the customers’ perceived quality of the services and customer’s main concern while the dimension lead to positive word of mouth, good customer Research Explorer 72 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) of SR process is more internal .Consequently, of fairness in various phases of procedures and in order to provide appropriate response to the processes needed to recover the failed service unhappy customers, service recovery requires (Mattila, 2001). In general, literature has high level of interaction between the service measured procedural justice in service by provider and its customers (Casado-Díaz f “timeliness”, “promptness”, “flexibility”, Nicolau-Gonzálbeza, 2009; Kau f Loh, 2006). “procedure control” and “right policy and Perceived Justice with Service Recovery execution” (Chebat f Slusarczyk, 2005; Kim et al., 2009; Lin f Huang, 2010). The Justice theory (Adams, 1963) has been widely used to explain customers’ reactions Customers usually feel some kind of injustice (satisfaction or dissatisfaction) toward a service when the firm fails to deliver the service(s) as failure. Table 1 shows the summary of literature promised and consequently they would expect that studied the impact of perceived justice (PJ) to receive proper compensation from the firm on CS. Overall, these studies concluded that PJ (Chebat f Slusarczyk, 2005). Customers usually consists of three dimensions; 1) perceived have different perception which is based on the distributive justice (PDJ), 2) perceived level and quality of the service recovery that procedural justice (PPJ) and 3) perceived offered by the firm. If the offer(s) meets or goes interactional justice (PIJ) (Chebat f Slusarczyk, beyond the costumers’ expectations, they will 2005; Ha f Jang, 2009; Smith, Bolton f Wagner, be either satisfied or delighted but otherwise, 1999). they will be dissatisfied if the ofer(s) does not Distributive Justice fulfill their expectations (Blodgett, Hill f Tax, 1997; Kim et al., 2009; Lai f Zhao, 2010; Lin f Distributive justice is defined as the Huang, 2010; Schoefer f Ennew, 2005). distribution of costs and benefits in gaining Significant relationship between one of the PJ unbiased exchange in relationships (Smith et al., dimensions and CS is always evident in many 1999). Distributive justice usually means that studies. Lai et al. (2010) had found that theme the customers are compensated during SR. the park visitors have positive responses when they compensation can be in the form of monetary feel there is justice in the SR. However, the rewards (refunds for failed service), discounts, number of dissatisfied tourists increases when coupons, adjustments or substitutions (Lewis, customer service staffs are reluctant to deal with 2012; Mattila, 2001; Sparks f McColl-Kennedy, 2001). Distributive justice in service is usually their complaints. Lii et al. (2012) had found that measured by “fairness”, “need”, “value” and when customers receive appropriate SR, they “reward” of the given compensation (Chebat f experience positive disconfirmation and thus, Slusarczyk, 2005; Lin f Huang, 2010; Smith et satisfied with the recovery efforts. However, al., 1999). measured by “fairness”, “need”, different studies find different factor as either “value” and “reward” of the given compensation the most or the least influential item in affecting (Chebat f Slusarczyk, 2005; Lin f Huang, 2010; customer satisfaction. Smith et al. (1999) Smith et al., 1999). discovered that PDJ has high influence on CS than the other two types of fairness. Karatepe Procedural Justice (2006) mentioned that PIJ is the most significant Procedural justice (PRJ) is defined as the determinant of CS follows by PDJ, which is perceived justice of policies, procedures and consistent with Blodgett et al. (1997)’s findings. criteria used by service firms in achieving the In addition, Ok et al. (2005) found that PPJ has outcome of a negotiation (Ok, Back, Shanklin, the highest impact on recovery satisfaction in a 2005). In fact, PPJ is the customer’s perception restaurant setting followed by PDJ and PIJ.

Research Explorer 73 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Interactional Justice Gallup survey reports state that highly satisfied groups of employees often exhibit Interactional justice is defined as the above-average levels of the following perceived fairness of interpersonal treatment characteristics: customer loyalty (56% more) that customers receive during the enactment of productivity (50%), employee retention (50%), procedures (Tax et al., 1998). In other words, safety records (50%), and profitability (33%). IJ is the perceived fairness of manner in which Sears used an “employee-customer-profit customers are treated during the process of chain” and found that a 5 percent increase in recovery efforts such as politeness, apology or employee satisfaction drives a 1.3 percent explanation (Sparks f McColl-Kennedy, 2001). increase in customer satisfaction, which results According to the literature, the proper in 0.5 percent increase in revenue measurement for interactional justice could be “courtesy”, “respect”, “listening”, “effort”, Significance of the Study “explanation”, “empathy”, “apology” and This research is important given the “communication” (Kuo f Wu, 2011; Lin f explosion in the size and significance of the Huang, 2010; Mattila, 2001; Smith et al., 1999). health insurance sectoring industry in the last Need for the Study two decades in India. It appears that health insurance sectoring industry is growing well and A major challenge in health insurance will be sailing smoothly in the years to come. sectoring is attracting customers and retaining Yet there are growing challenges. The work them. Customer retention favorably affects culture in an organization is crucial as it scripts profitability. According to a study by Reichheld the formula of its success by creating a bond and Sasser, a five percent increase in customer between employees and organization and thus retention can increase profitability by 35 percent resulting in quality services to the customers. in health insurance sectoring business. Retention Besides that, several notions about health is more difficult in competitive environments. insurance sectoring in general and the relative A large number of research papers have performance of public sector health insurance identified customer satisfaction as an sectors vis-à-vis their private counterparts are indispensable and essential action for customer part of popular discourse. This study loyalty, retention, behavioral intention, market conceptually sights some of these notions and share, profitability so also the overall lends credence to the right ones. performance. A satisfied customer is expected to be more likely to form future purchase Objectives of the Study intention, engage in positive word of mouth The main objectives of the present paper is advertising and be more tolerant of price to study, identify and conceptually analyze the increase. Measuring customer satisfaction has nuance of service failures, service recovery, great potential to provide the health insurance satisfaction that lead to overall performance. sector managers with information about their actual performance and the expectations of their Hypothesized Theoretical Model customers. The availability of such information allows these managers to fine-tune their effective service delivery system. One cannot expect excellent result/service from an unsatisfied employee. An employee’s frustration with his work will obviously get reflected in the way he treats the customer. A

Research Explorer 74 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Service Failure and Recovery in the Health delivery. Indeed, a service encounter can only Insurance Sectoring Industry happen after the customer arrives at the health insurance sector premises. Therefore, it is Customers nowadays have higher impossible for health insurance sectors to expectations and more knowledgeable regarding interact and always guarantee error-free their rights. If a failure occurs, it is the services in advance. Since it is quite impossible organization’s responsibility to attain the to prevent the failures from happening at all, customer’s satisfaction by recovering the therefore health insurance sectors need to take failure. Otherwise when the organization chose proactive actions as to prepare in advance when to ignore the failure, then it can be said as a they actually happen. sure sign of pushing the customer to a competing firm. The term defection is used to describe A service recovery occurs as a means to customers who transfer their loyalty to another patch things up after a service failure. However, firm (Lovelock, et al., 2005). The risk of patching things up is just an attempt of a normal defection is high, especially when there are recovery action to rectify the situation. An various competing alternatives available like in effective recovery is needed where customers’ another industry. Customer switching behavior expectations are met or exceeded (Black & in service industries found that the largest Kelley, 2009). Ignoring and failing to recover category of service switching was because of a can lead to negative outcomes such as losing core service failure followed by service customers, negative word of mouth, and encounter failures. Core service failures include decreased profits (Tax, et al., 1998). Previous all critical incidents that were due to mistakes research suggests that highly effective service or other technical problems with the service recovery steps can even produce a ‘‘service itself. Meanwhile, service encounter failures recovery paradox’’ whereby customers that represent the personal interactions between experiencing a service failure perceive a higher customers and employees were the failures level of post-recovery satisfaction than those which are attributed to the employees’ behaviors who did not experience a service failure or attitudes. Due to the high percentage of encounter at all. service encounter failure highlights the Conclusion importance of managing the people (frontline employees) closest to the customers so as to Customer satisfaction is a key theoretical remain competitive. and practical topic for marketers of services and customer researchers as it links the different Service failures can be described as any stages of customer buying behavior because of services-related mishaps or problems, whether the characteristics of service, namely, it is real or perceived by customers, that happens intangibility, heterogeneity, perishability, and during a customer’s experience with a firm inseparability, service execution is performed (Maxham, 2001). No matter how excellent the by making use of people as the medium of service is delivered, or how high the rate of communication. However, even when the standard it is classified in, every health service process has been standardized, insurance sectoring industry still could not avoid consumers make judgments about it by from making mistakes in meeting the determining their own level of satisfaction. expectations of today’s customers like slow Therefore, service failure is an inevitable service, unavailable service or other core service problem for every service dealer. Such failure failures. One of the distinctive characteristics often results in dissatisfaction, thus leading to is the way in which both the employee and the spread of negative word-of-mouth so also customer is involved in the service creation and the dismal performance . To prevent this from Research Explorer 75 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) happening, service dealers should adopt service exceed their expectations of appropriate and fair recovery measures that immediately decrease compensation are provided. Hence, companies consumers’ discontent, thus minimizing the with higher levels of brand recognition, in effects of the spread of negative word-of-mouth.. addition to maintaining a high-quality This study further indicates that consumers’ standardized service process, must continuously level of satisfaction with service recovery is and innovatively pursue services that create higher when they have a greater sense of greater perceived satisfaction for consumers. perceived justice. At the time of service failure, Companies with lower levels of brand consumers expect to receive a certain degree of recognition should attempt to extend that justice and integrity from the recovery measures recognition by providing services that match up of such companies; thus, their satisfaction level to those of companies with higher levels of brand does not increase significantly when those recognition. This will result in a beneficial measures are provided. In contrast, consumers difference between consumers’ expectations and do not expect high-quality service from firms perceptions of service. By overturning with low levels of brand recognition; thus, they consumers’ stereotyped impressions of them, are significantly more satisfied by the overall these firms can create high levels of consumer service process when recovery measures that satisfaction, increase positive word-of-mouth, and strengthen overall performance.

Call for paper for Edited Volume A reputed publisher consented to publish the selected papers relating to the Dalit Entrepreneurship as an edited volume with ISBN .there is no need to pay printing or publishing charges in this regards. Status of Dalit Entrepreneurs in India

Dalit empowerment through Entrepreneurship Entrepreneurial competence among Dalit Entrepreneurs Government support to Dalit Entrepreneurship Institutional assistance to Dalit Entrepreneurship Problems and challenges of Dalit Entrepreneurship Original papers are invited on the above theme from the academicians, research scholars and other interested persons. Full paper should be in MS word, times roman front size 12 with 1.5 line spacing. The papers should not exceed 4500 words with abstract of 500 words including 5-8 key words. The front page of the paper should provide details of author’s name, designation, affiliation, e-mail id and phone number. Papers may be sent by e mail to [email protected]

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LOGICAL INVESTIGATION ON STOCK MANAGEMENT IN CHETTINAD CEMENT CORPORATION LIMITED, ARIYALUR J.Jeya Assistant Professor of Commerce Government Arts College, Ariyalur. Dr. S. Elango Assistant Professor of Commerce U.D.C. College, Trichy. ABSTRACT The purpose of inventory management is to ensure availability of raw material insufficient qualities as and when required and also minimize investment in inventories.There is an essential to manage inventories efficiently and effectively in order to avoid excess investment. It is possible for a company to reduce the level of inventories to a considerable extent without any adverse effect on production and sales by using simple inventory planning and control techniques. The reduction of excessive inventories will create a favorable impact on the company profitability. Inventory turnover ratio, inventory conversion period are very helpful to know how effectively plays and control in the organization EOQ analysis will enables the organization to use of EOQ analysis is very effective and useful tool for classifying, monitoring and control of inventories. Keywords : Inventory management, asset management, inventory forecasting, physical inventory, available physical space for inventory, quality management, returns Introduction costs of inventory, asset management, inventory Inventory management is primarily about forecasting, physical inventory, available specifying the size and placement of stocked physical space for inventory, quality goods. Inventory management is recurred at management, returns and defective goods and different locations within a facility or within demand and forecasting. multiple locations of a supply or network to Research Problem protect the regular and planned course of production against the random disturbance of There are a number of problems that can running out of materials or goods. The scope of cause havoc with inventory management. Some Inventory management also concerns the fine happen more frequently than others. Here are lines between replenishment lead time, carrying some of the more common problems with Research Explorer 77 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) inventory systems. Unqualified employees in concluded that for the last five year ,there has charge of inventory, Using a measure of been proliferation of international and domestic performance for their business that is too providence of mutual funds. He says that this narrow, not identifying shortages ahead of time, increased growth is due to the increasing cash Bottlenecks and weak points can interfere with flows among innovative young companies on-time product delivery, too much distressed through India stock in inventory, Excessive inventory in stock and unable to move it quickly enough, Computer Dr.KavithaChavvali2009 inventory assessment of inventory items for sale is analysis of gold exchange trade funds.Mathew inaccurate, Computer inventory systems are too T. Jones and Maurice ousted (2007) revised complicated, items in-stock gets misplaced, Not and evaluated pre world war ii current date for keeping up with the rising price of raw materials. countries by treating gold follows on a continuous basis. The historical data of saving Review of Literature and investment was taken over a time period of BharathiPathak 1991 the bulk of the 1850 – 1945. banking business in the country is in the public N.Prasanna 2009 stock performance Aitkin sector comprising the state bank of India and 1997 the external effect foreign direct its seven associate banks and twenty investment on export with example of nationalized commercial banks till 1991, the Bangladesh where entry of a koala multinational Indian banking industry was operating in a in garment exports led establishment of a highly regulated and protected regime. Butwith member of domestic export firms creating the the acceptance of Norseman committee country’s largest export industry. recommendation, competition has been injected into the banking industry in two forms. The Research Objective study has been found that HDFC Bankemerged  To analyze the inventory those are sufficient as leader in this financial analysis of the year to perform production and sales activities ended 2000-01. It closest competitor was ICICI smoothly. Bank. Financial performance of the other three,  To study the inventory management no doubt, lagged behind them, but it by no means, depressing. These Bank obviously, have followed in chettinad cement. to focus more improving parameters like credit  To identify the existing inventory quality and cost control for the emerge as the management and its effectiveness. top performance.  To calculate analysis for their performance R.Hamsaakshmi-M.Manicham 2000 in inventory management. “The study,it has been found the liquidity Research Methodology position and working capital positions were favorable and good during period of study. Research Design Regarding turnover ratio, efficiency The descriptive type of research has been inmanagement of fixed assets and total assets appliedin the study. This research the researcher must be increased. Regarding return on has no control over the variables. Only reports investment and return on equity was proved that what has happened or what is happening. The the overall profitability position of the software research can only discover causes but cannot companies had been increasing at a moderate control the variables. way. Data Collection DrR.Dharamaraj 2003 “The study article “ positing in Indian management industry “ have This study purely based on secondary

Research Explorer 78 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) sources of information. The necessary data calculated from annual report, books, journals and websites. Period Of Study This study covers a period of five years from 2009 – 2010 to 2013 – 2014. The accounting year commenced from April and ending with Results and Discussion March of the next year.  In inventory level of the company, the in Area Of Study inventory level has been increased year by yea. There is no problem in the inventory This study was conducted in Chettinad level of the Chettinad Cement Corporation cement corporation limited, Ariyalur District. Limited. Data Analysis and Interpretation  In inventory turnover ratio the ratios of the Ratio Analysis (Inventory) year has been find as low in the years of 2009 – 10 and 2010 – 11. After those The percentage of a mutual fund or other periods the inventory turnover ratio has investment vehicle’s holdings that have been slightly increased on the year 2011 – 12. “turned over” or replaced with other holdings Even though that level is quite low when in a given year. The type of mutual fund, its compare with 2009 – 10. investment objective and/ or the portfolio  In inventory conversion period is find as manager’s investing style will play an important good level. Even though they wants to keep role in determining its turnover ratio. the inventory conversion period as low.  In EOQ analysis for the year 2009 – 10 to 2013 – 14 is good. For this year they followed EOQ with investment for purchase of goods.  In EOQ analysis for the year 2010 – 11 to 2010– 11 is good. For this year they followed EOQ with investment for purchase Economic Order Quantity (EOQ) of goods. Economic order quantity is that level of  In EOQ analysis for the year 2011 – 12 to inventory that minimizes the total of inventory 2013 – 14 is good. For this year they holding cost and ordering cost. The framework followed EOQ with investment for purchase used to determine this order quantity is also of goods. known as Wilson EOQ Model. The model was  In EOQ analysis for the year 2012 – 13 to developed by F. W. Harris in 1913. The most 2013 – 14 is good. inthis year the EOQ economical quantity of a product that should be with investment and EOQ without purchased at one time. The EOQ is based on all investment are same. associated costs for ordering and maintaining Conclusion the product. EOQ refers to the size of the order The study covers the inventory management which gives maximum economy in purchase of for effective inventory control. I have used a materials. technique Economic Order Quantity Analysis

Research Explorer 79 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) named as EOQ Analysis for find out the rate 3. Khan My Jain P.K – Management with EOQ and without EOQ investment for Accounting :Text, problems and cases purchasing of good in the manufacturing the 4thEdition – Tata McGraw Hill – 2007. cement in Chettinad Cement Corporation 4. Pandikumar– Management Accounting – Limited.Hence the inventory management of the Excel Books – 2007. organization quite good. During the year 2009 5. RamachandranN kakaniKumar Ram – – 2014 from this study I concluded that Financial Accounting For Management – organization would be effective inventory Tata McGraw Hill – 2006. management. The study will be use forChettinad 6. Robert N.Anthony David F.HawkinsKenneth Cement Corporation Limited in various ways. A. Merchant – Accounting Text and Cases References – Tata Mcgraw Hill – 2007. 1. AsohokBanerjee -Financial Accounting – 7. S.K Bhattacharyya JhonDearden – Costing A Managerial Emphasis – Excel Books – for Management – Vikas Publishing – 2002. 2005. 8. S.N Maheswari S.K Maheswari – 2. Collis – Business Accounting – Palgrave Accounting for Management – Vikas Macmillan – 2007. Publishing – 2006.

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Research Explorer 80 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

Available online @ www.selptrust.org Research Explorer ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920; Vol. IV : Issue.12 ; January - June 2016

MEASURES OF OPERATIONAL PERFORMANCE OF PUBLIC SECTOR BANKS S.Kabilavathani Ph.D., Scholar in Commerce Manonmaniam Sundaranar University, Tirunelveli, Tamilnadu. ABSTRACT In the Indian context, Banking is the speculum of the economic advancement of the nation. Before liberalization, the network of Indian Banking was mainly restrained and the criterion like branch size and location were given prominent importance. The Indian Banking industry has travelled from a drowsy institution to an agitation entity. Now, the Indian Banking industry is undergoing a period of hasty diversity, where global tendency are smashing the banking business due to increasing antagonism. Liberalization has boosted customer expectations, increasing disintermediation, competitive estimate and possibilities of macro – volatility. Investigation and Interpretation of Operational Competence of Preferred Public Sector Banks is an important one. In this paper an attempt has been made to identify measures that can be used to analyze and compare operational competence of public sector banks on specific parameters. Keywords: Operational performance, Productivity, Technical efficiency, Profit aptitude. Introduction is connected with diverse aspects of its The rate of economic advancement has a operations. Practical performance in an direct and adequate link with the functioning of assistance industry like banking has a wide financial sector of the country. An adequate connotation. This connotation is markedly financial sector gains economic advancement enlarged where banks are required to assume at a faster rate. Performance increases with the responsibility of serving social as well as enhancements in the procedures, technology and economic objectives. The need of improving management of the production process. These performance has increased noticeably for the enhancements have lead to higher production continuity and uninterrupted viability of and lower costs. Higher per-capita incomes of commercial banks. developed countries emulate higher levels of Concept of Operational Performance performance whereas low and stagnant per- capita incomes show low levels of performance. The concept of practical efficiency in public The concept of practical performance of banks entity can be defined in number of ways such

Research Explorer 81 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) as aptitude that may range from enforcement of adequately. When banking system fails, the the laws and regulations with which they have whole of a nation’s payment system is in been charged to enduring that all possible jeopardy. From the point of view of customers, stakeholders have the opportunity to compete only adequate banks can offer better services in the policy process. The size of the at reasonable prices. organization and practical technology employed The standpoint of stakeholders is that only by the organization has also been designed as adequate banks assure reasonable returns. The an important factor of practical efficiency. viewpoint of bank managers is that in a dynamic ‘Practical efficiency’ refers to the adequate and competitive market environment, only utilization of human and material resources or adequate banks will survive and maintain their the adequate use of people, machines, tools and market share, and inadequate ones will equipment materials funds. Better utilization of eventually be viewpoint . The adequate banks any or a combination of these, can increase are better able to compete because of their lower output of goods and services and reduce costs. practical costs and can steal business away from less adequate banks. In sum, the relative Practical efficiency is the tactical planning efficiency of banks is always a matter of serious of an organization to keep a healthy balance interest to the regulators, customers, between cost and productivity. It determines the stakeholders, and managers because efficiency wasteful processes that contribute to sewerage is a broader concept; it involves optimally of resources and organizational profits. It deals choosing the levels, and mixes of inputs and with minimizing waste and maximizing the outputs. benefits of resource to provide better services to the customers. To face tough competition In developing economy like India, where lowering costs is a best option as interval disposition to consume is high and as a result diffusion contributes to enhanced cost. Any input savings of the people are less, banks play a that is not processed through system into useful strategic role in captivate more deposits from output is waste. It means producing more goods the people and then deploying these saving as and services with no greater use of resources or lubricants for assorted sectors of the economy. maintaining the same level of production using The performance of banks has become a major fewer resources. concern of planners and policy makers in India, since the gains of real sector economy depend Operational Performance in Banking Sector on how adequately the financial sector performs While dealing with banking efficiency the function of financial intermediation analyses, the very first question which strikes (Rangarajan, 1997). Efficiency operation of in the mind of the research analysts is that why banks has become an important issue in India. regulators, customers, managers and In the financial market, banks still play an stakeholders bother about the relative efficiency arbitrary role. Every organization, be it a of banks? The answer of this question will be manufacturing company, a service firm (like a different depending upon the viewpoint of bank, a transport undertaking or an educational interested parties. From the regulator’s institution), or a govt. department, constantly viewpoint, inadequate banks are riskier and trying to improve its practical efficiency, steady have a higher likelihood of failure. Further, the with its objectives and in accordance with its efficiency of banks is directly linked to the short and long term objectives. Banking productivity of the economy. Without a sound business is no exception to all this. Banks now and adequately functioning banking system, the are normal business enterprises. They offer economy cannot function fluently and product in the form of services and they too work

Research Explorer 82 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) for profit. They too have equal concern for Well-trained employees and common policy and customer retention and bank managers now standards contribute better to greater practical usually talk of customer retention. Earlier the efficiency. most of the banks were offering services in Measurement of efficiency of banking respect of deposit, withdrawal, loan, draft and institutions serves two important purposes. It money relocation and mostly manual not using helps to criterion the relative efficiency of an the so called innovative devices. In order to individual bank against the ‘best survive and adapt to the changing environment, practice‘bank(s) and secondly, it helps to banking firms are putting more stress on evaluate the encounter of assorted policy understanding the drivers of practical efficiency measures on the efficiency and performance of like technology, infrastructure and employees, these institutions. As the banking system process of delivering trait service to its provides transaction services and payment customers and performance bench marking. The system, an adequate banking system has need to be cost competitive is at the heart of significant positive externalities, which effective competition in today‘s financial increases the efficiency of economic markets, because efficiency is mainly troubled transactions in general. In the Indian context, with cost relative to output imparts the we have seen unfolding of few financial sector ingredients to long term commercial success. reform measures since the early 1990s. An In order to compete with non-bank financial important objective of these measures is to institutions, banks should increase their levels increase the practical efficiency of the banking of efficiency. Practical efficiency is connected sector as a whole as well as of individual with diverse aspects of its operations, as its institutions. In fact, policy makers have clearly financial soundness, its profit aptitude and trait recognized that inefficiency is an important services to customers. Here, in this research the factor contributing to the high level of cost of word efficiency is a combination of growth & banking services in India (Government of India performance, productivity, profit aptitude, and 1991, Narasimham Committee Report-1). technical efficiency. The banking business as a Measures of Operational Performance of whole has been given more emphasis on deposit Public Sector Banks mobilization, credit deployment and branch expansion. However now days it has also started Growth Performance giving emphasis on practical efficiency. It will The aim of every institution is to grow. A not be possible to increase profit without growth in number of variables in the right elaborating efficiency and productivity. The direction is required for overall growth and increasing competition enforced the commercial sound performance of the banks. During the post banks to become cost effective and adequate in nationalization period, the banks have been using the resources to perform well. The main grown functionally, geographically and multi- objective of practical efficiency is to achieve dimensionally in assorted business framework. ¯economic growth at less technical and social With an increase in branch offices, the bank cost . The challenge of elaborating practical attracted a lot of deposits. Whatever be the type efficiency is more significant with the adaption of deposits, an increase in the quantity of of new technology in banking. It has empowered deposits of banks is an index of their growth. banks to not only handle enormous volume of The growths in deposits naturally captivate the transactions but also provide products and banker to increase his proposition and adequate services to garner new business in the investment portfolio. The growth in proposition face of tough competition in the market place. or investment is really n index of bank’s growth.

Research Explorer 83 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Banks cannot survive without balanced growth ‘which appeared in 1948 constituted a pioneer in these variables: the growth of one variable work in this field. Management experts like F.W. affects other variable too. The growth in deposits Taylor and Mc Greg or developed certain and proposition if managed properly will techniques and theories in order to enhance contribute to the growth of profits and if not productivity of workers and other employees. cared may lead to the growth in negative. In fact, different definitions are used in Growth in profits can lead to growth in reserves different situations. The reason for this is that and therefore to equity. A growth in number of some of the questions relating to productivity variables in the right direction is hence required are best answered with one kind of productivity for an all round growth and sound performance measurement and other with another kind. of the banks. People in areas such as accounting, economics, ‘Growth’ is generally designed as the most engineering and Industrial or organizational important parameter of practical efficiency. psychology interpret productivity in different ‘Growth’ is the outcome of a bank’s general ways. Productivity is: management function. Of course the policies and Productivity=Total Output/Total Input priorities of the Reserve Bank of India and the Government of India play an important role in So, productivity is the ratio of output to input. this respect. The general economic environment, This definition applies in an enterprise, an practical funds management etc. also have its Industry or an economy as a whole. In simpler bearing on ‘growth’ of the banks. The terms, productivity is only the arithmetical ratio performance of public sector banks is assessed between the amount produced and the amount on the basis of the performance of a number of of resources used in the production. sub-frameworks. The outputs of banks are not homogenous. Productivity Performance In banking business it is also difficult to existence an adequate amount of resources Productivity has become talk of our times. needed to produce service outputs which are I.G.SMITH has rightly pointed out that ethereal. This makes the identification and “productivity is a difficult subject for both measurement of output extremely difficult. So, student and practitioner, difficult in terms of in banking business measuring productivity is definition, measurement and attempt to achieve often much more difficult to evaluate than a an increase. At present, the subject of manufacturing business entity where the product productivity and its measurement is is tangible. However, as the economies grow characterized by too many loose ends and a the importance of services and territory sector great deal of confusion.” Shocked and confused increases, so measuring the productivity by declining rate of productivity, assorted firms becomes very important. Thus we can say that and governments are searching for answer and if practical efficiency is a broad term then action. productivity is just a yard stick of efficiency. Action however requires understanding of Profit Aptitude Performance the issues and concepts. Productivity as a phenomenon has not only been studied by Banking is an important institution in the economist but also by management scientists. development process and transformation of an Economists have attempted to measures economy. Profit is an complete measure of any productivity and estimate its encounter on output firm‘s performance. In financial terminology, and growth. ROSTAS’S BOOK comparative profit of a certain concern is understood as the productivity in British and American industry, quantitative relationship of its profits (net or

Research Explorer 84 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) gross) with assorted variables compatible to given the same technology and the same external profit generation, such as quantum of owned environment no waste of input resources is funds or share capital or the level of working designed in producing the targeted outputs. funds or the size of the turnover or the like, while Technical efficiency is measured by the profit aptitude refers to the profit-making relationship between the physical quantities of aptitude of an enterprise. In the case of banks output and input. Using technical efficiency, in our country, however any measure of profit there is always relative efficiency score. When aptitude will be that of accounting profit, rather we call a system inadequate, we are asserting than of the practical one. This is so because that we could achieve the craved output with bank‘s presented accounts do not present a fair‘ less input, or that the input employed could picture because, banking being a business of produce more of the output craved. Since the confidence, the banks are permitted (and purpose of this study is to measure the operation required) not to disclose some very vital productivity of a given entity, the research will accounting information, and are well- known focus on the technical efficiency only. to be creating year after year fairly secret Conclusion reserves through accounting undervaluation of their assets and the like. The profit aptitude level Hence to conclude, that the aptitude of the of banks, as seen through their presented organization to mobilized and exploit its accounts, is therefore, believed to be well below tangible resources has become more decisive their actual value i.e., the practical profit than investing in and managing the physical aptitude level. But only the profit maximization resources. It is rightly said that anything which is not, a basic reason of the existence of public can be measured can be controlled. Measuring sector banks. Therefore, only profit aptitude practical efficiency of banks has been an cannot be used as a parameter of measuring important area and it has undergone continuous practical efficiency. Moreover, even satisfactory development and modifications. So, true profits can make inefficiency. This happens efficiency can be measured only by using when prices are quite high owing to high demand financial and non-financial key indicators in the or other reasons. Similarly, a proper degree of best possible manner. efficiency can be concluded without maximizing References profit. It is, therefore, clear that profit aptitude · Ahmad, K.m.(1992), Banking in India, is not synonymous with efficiency through as Anmol Publications, New Delhi an index it guides the management for greater efficiency. For this very reason, profit aptitude · Amandeep(1991), Profits and Profitability of is used as a yardstick of measuring practical Indian Nationalized Banks, Ph.D Thesis, efficiency. University Business School, Punjab University, Chandigarh, pp. 43-53 Technical Efficiency · Amer, L.R, (1969), The Efficiency of Technical efficiency is the major precedent Business Enterprises, George Allen and for measuring efficacy of banks. Technical Unwin Ltd., London, 1969, pp.1 efficiency means producing maximum output · Angadi, V.V. and Devraj, V. J., (1983), with given inputs; or equivalently, using Productivity and Profitability of Banks in minimum inputs to produce a given output. India, Economic and Political Weekly, Nov. Technical efficiency deals with employing labor, 26, 1983, pp. 160-170 capital and machinery as inputs to produce · Anju and Arora R.S (2005), Financial Sector outputs based on the best practice in a given Reforms: A study of Financial Performance sample of decision making units, which means, of Public Sector Banks: A Comparative Study

Research Explorer 85 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) of Canara Bank and Indian Bank, paper Vol. XXXI, No.11, November 1992, pp.547- presented in National Seminar on financial 555. sector reforms contemporary issues and · Bhattacharya, A. (1997), The Impact of challenges, pp. 10-11, Feb, 2005, Punjabi Liberalization on the Productive Efficiency University, Patiala of Indian Commercial Banks, European · Berger, Allen N. and Humphery, David B. Journal of Operational Research, Vol.98, No. (1992), Measurement and Efficiency Issues 2 April,, pp.332-346 in Commercial Banking, Chapter 7 in · Department of Banking Operations and Output Measurement in service sector, Development, RBI, Bombay(1988), University of Chicage, pp.245-279. (http:// Efficiency, Productivity and Customer www.ingrimayne.com) Service in Banks, Conference paper, · Bharathi, B.Y. (2007), Indian Banks: National Conference on Banking Banking on Growth, Chartered Financial Development, Nov.12, 1988, Bombay Analyst, Dec, pp.100-101 · Garg, I.K(1997), Improving Productivity and · Bhat, R., Bhushan, B. and Reuben. E., Profitability in the Bank, Indian Banking (2001), An Empirical Analysis of District Today and Tomorrow, April 1997, pp. 12- Hospitals and Grant IN Aid Hospitals in 17 Gujarat State of India, Indian Institute of · George, J. Stigler, The theory of Prices, New Management York, 1952, p.149 · Bhatnagar, R.G (1995), Challenge of · Ghose (1984), Productivity in Banks- Banking in 1990s: Need for Upgrading Concept and Measurement, Bank Economist Banking Technology, SBI Monthly Review Meets, 1984, pp.300-303

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IMPACT OF SELF-HELP GROUPS ON TRIBAL WOMEN LIVES IN ANAIMALAI RANGE OF WESTERN GHATS K. Shobana Assistant Professor, UG Department of Management, Sree Saraswathi Thyagaraja College (Autonomous), Pollachi. ABSTRACT Self-help group plays a significant role in empowering tribal women by improving their standard of living. Data was collected with the help of pre-tested questionnaire from fifty tribal women working in different SHGs through interview schedule. The data was analyzed to achieve the objectives of the study and the results indicate that joining of SHGs has a positive impact on level of income and savings of the householdand also it improves the economic position of the tribal women. Thus joining of SHGs has positive impact on the lives of the women.The study focuses on the impact of self-help group on their lives of the tribal women in Anaimalai range of Western Ghats. Keywords: Self-help group, empowering tribal women, reason for joining SHG, incomes and savings, Introduction non-timber forest produce. Minor forest produce Women in a tribal society play a vital role plays an important part in the tribal economy. in their social, cultural, economic and religious Its collection and marketing is a major source ways of life and are considered as an economic of livelihood for most tribal families asset in their society. These indigenous contributing around 70% of their total income. communities live in about 15% of the country’s They have lived as isolated for centuries geographical area with various ecological and untouched by the modern society developed geo-climatic conditions. It is the fact that the around them. This age old isolation form dependence of tribal on forest is of much greater country’s mainstream has been responsible for magnitude. The areas inhabited by the tribal the slow growth and dissimilar pattern of their population constitute a significant part of the socio-economic and cultural development. This underdeveloped areas of the country. The tribal isolation has caused much of the hindrance to continue to be socio-economically backward, the tribal women of this indigenous society. because tribal have been residing in forest areas In tribal communities, the role of women is for generations, cultivating land and collecting substantial and crucial because they work harder

Research Explorer 87 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) and the family economy & management depends the National Bank for Agricultural and Rural on them. Collection of minor forest produce is Development (NABARD). Subsequently, at the done mostly by tribal women. Tribal women Reserve Bank of India (the central institution), have adjusted themselves to live a traditional commercial banks started promoting SHGs. life style in the local environment and follow occupations based on natural resources. Self Help Groups are voluntarily formed However, tribal women face problems and informal groups. A SHG consists of 10-20 challenges in getting a sustainable livelihood members. The members are encouraged to save and a decent life due to environmental on regular basis. They use the pooled resources degradation and the interference of outsiders. to meet the credit needs of the group members. Majority of the women in the study area live in The groups are democratic in nature and most deprived conditions of ignorance and collectively make decisions. Regular savings, poverty, unemployment, completely unaware of periodic meetings, compulsory attendance, their potential and individuality, leading to proper repayment and systematic training are unhealthy lives. They have an extreme urge to the salient features of the SHG. Self-help groups come out of poverty. Poverty eradication is the are an effective strategy for poverty alleviation, major concern of development strategies in the human development and social empowerment. developing countries like India. Self Help The purpose of the SHG is to build the Groups (SHGs) are playing a major role in functional capacity of the poor and the removing poverty in the tribal area. The group- marginalized in the field of employment and based model of self-help is widely practiced for income generating activities. Evidences from development, poverty alleviation and various developing countries throughout the empowerment of tribal women. It aims to world have shown that the poor can be helped mobilize people, to give them voice and build by organizing themselves into Self Help Groups. people’s organizations that will overcome Review of Literature barriers to participation and empowerment. Self Help Group’s approach represents a paradigm Triptimoy Mondal and Prof. Jaydeb shift from development towards empowerment. Sarkhel (2015) have suggested that Self Help Nowadays, there are number of NGOs Groups (SHGs) are considered as an important organizing Self Help Groups with or without tool for poverty alleviation through empowering Government support all over the country. SHGs’ the poor and underprivileged section of the approach is to achieve the goals of society as they help the members of the SHGs empowerment and development of tribal to get them involved in various income women. Hence Tribal women play a significant generating activities. One such part of the poor role in the economic development of a nation. and underprivileged section of the society is the Origin and Concepts Of SHGs people of the tribal inhabited region of India. The major problem faced by the inhabitants of SHG originated from the brainchild this area these days is poverty. The status of of Grameen Bank of Bangladesh, which was women in such regions is more deplorable. They founded by Mohammed Yunus. In India though generally live in the most deprived conditions the first SHGs was started and formed in 1975, of ignorance and poverty, completely unaware it was started to take off during the year 1986- of their potential and individuality, leading to 1987. Self-help groups, although initiated in unhealthy lives. Self Help Groups (SHGs) can India for the first time in 1984 by the Mysore play a vital role involving the poor tribal women Resettlement and Development Agency in the income generating activities. But at the (MYRADA), have caught on rapidly with moment they participate in such activities they encouraging support from organizations such as face some problems of varied nature. Research Explorer 88 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Eli kumari Das and Dharitri Baishya average, and the average protein calorie intake (2015) have analyzed that the women was found to be low among tribal women. empowerment is a term that has gained currency D. PullaRao (2013) this paper addresses the in the human development and government socioeconomic status of the scheduled tribes in discourse. Amongst the 8th millennium Visakhapatnam district of Andhra Pradesh State economic development goals, women (India). In the sample, the majority of the empowerment is one of the most crucial goals. households is the tribe of Konda Dora. The She is empowered when she is valued as a majority of the sample households in the study normal being of society who has the space to area are Hindus and more than 70 percent of participate in public discourse. The educated the sample population was illiterate. There is a Indian women are empowered because she need to put more attention on educational knows her rights. But women belonging to the aspects of scheduled tribes, where this only can weaker or poorer sections of the society still motivate them for future life. face problems like domestic violence, dowry harassment, sexual harassment, etc. According Statement of the Problem to census report, 2011, 82.14% literate person Generally most of the tribal women are male where as only 65.46% women are population in the Anaimalai region is illiterate literate which shows the educated society is because they face lot of difficulties in getting dominated by male in India. their basic education. Their belief system, T. Thileepan and Dr. K. Soundararajan ignorance, economic scarcity plays a major (2013) have concluded that the women as setback of their empowerment.However compared to men have always been delicate and unemployment, poverty, illiteracy, lack of therefore they have to face many problems when industries, male dominance, lack of self- they come out of the house to work with men. awareness etc, still exist in the study area. The Women in developed economy do not face the government and NGOs provides many facilities problems which are faced by the Indian women. for improving tribal lives. SHG has considered Despite many achievements, women get trifled as a powerful tool to alleviate poverty and by many difficulties. Some being common for empowerment of tribal women. Only few tribal both male and female and some are the curse women get benefit from SHG, this does not mean only to the women. There are many psycho- that whole tribal society should empowered. So social factors which hinder the path of women this is the need of an hour to analyze the impact empowerment and her stepping towards of SHGs on tribal women lives.The study has entrepreneurship. Women have always been made an attempt to know the reason for joining criticized by the male dominant society for their the SHG and its impact on economic status of out of home activities. tribal women. Lal Suresh and Padma (2005) have Objectives of the Study analyzed the problem of empowerment of tribal To know the reason for joining SHGs among women of Andhra Pradesh this study makes use tribal women. of census data on tribal population, literacy rates in Andhra Pradesh, the tribal women in Andhra To study the relationship between increase Pradesh were found well at dry land agriculture. in income and increase in savings. Tribal women are facing the following problems Research Methodology in health and nutrition such as malnutrition is common among the tribal women, higher infant Primary data was collected from women Self mortality rate in tribal compared to national Help Groups (SHGs) members through

Research Explorer 89 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) interview schedule with the help of relationship between the increase in the level questionnaire. A Pilot study was conducted with of income and increase in the level of savings. the sample size offifty (50) women SHGs Mostly, tribal women take the loan to change members in Anamalai range of Western Ghats. their economic position by spending their money Analysis and Interpretation in some income generating activity.It is clearly understood that economicconditions of women Table 1: Reasons for joining SHGs can change only if she increases the income level that leads to increase in savings. After spending all the family expenditure, the women should save the remaining money for future. For that reason we tried to find out the relationship between the level of income and savings. Conclusions Source: Primary Data This study shows that after joining of SHG most of the women took loan from SHG and The above table reveals that reasons for invested in some income generating activities joining SHGs has been rank I to get loan for (IGAs). SHG serves as a tool to create positive starting the business, the mean score value is change in the lives of tribal Women. Now the (4.44), low income generation group getting II tribal women are able to generate additional rank, the mean score value is (4.1), they getting income to their families which helps to improve loan to add family income ranks III, the mean their economic status. The study indicates that score value (3.82), motivation given by family income and savings are directly correlated members to join in SHGs ranks IV, the mean which implies that rise in income leads to rise score value (3.76), habit of saving ranks VI, in savings. SHG members’ savings are increased the mean score value (3.72), lack of permanent to the desirable extent which automatically job ranks VII, the mean score value (3.5) and increase the purchasing power and increase in encouragement given by NGOs ranks VIII, the standard of living and thereby enhance the mean score value (3.08). empowerment of women. This will have direct Table 2: Correlation between the income and impact on quality of life of its members. To sum savings up, it can be concluded from our analysis that there is a significant and positive impact of SHGs on lives of tribal women. References 1. A Research Study Report, a Research Study On Migrant Tribal Women Girls in Ten Cities : A Study of Their Socio-Cultural and Economic Reference to Social Intervention, The above table reveals that null hypothesis Tirpude College of Social Work, Civil Lines, is there is no relationship between increase in Sadar, Planning Commission Government the level of income and the increase in the level Of India, New Delhi. of savings. Therefore, thenull hypothesis is 2. C.R.Kothari, (2004). Research Methodology rejected at 1% level of significance. Thus, the method and techniques, New Age level of income increases has resulted in their International (P) Ltd, Publishing New Delhi. level of savings. Therefore there is a strong 3. Chandra Shree Lenka and Yasodhara

Research Explorer 90 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Mohanta (2015). “Empowerment of women IOSR Journal of Economics and Finance through participation in self-help groups - (IOSR-JEF), Volume 6, Issue 2. Ver. I (Mar.- A study in tribal area”, International Journal Apr. 2015), pp 27-31. of Extension and Communication 9. Lal Suresh and Padma (2005). Management, Volume 2, Issue 2, July, pp “Empowerment of Tribal women in Andhra 126-131. Pradesh” Southern Economist, pp-23. 4. D. PullaRao (2013). “Socioeconomic Status 10. Manoj Sharma & Ekhalak Ansari (2014). of Scheduled Tribes” MERC Global “Socio-Economic impact of SHG on Tribal International Journal of Management, Vol. Women”, International Journal of Research 1, Issue 1: July, pp. 36-50. in Applied, Natural and Social Sciences, Vol. 5. Dr. M. Dhanabhakyam & S. Mufliha, “A 2, Issue 6, Jun 2014, 143-148. Study on the Impact of Training on 11. Ramesh Ajmeera (2014). “Self-help groups Unemployed Women and Changes in their in empowering women: A study in Warangal Attitude for Starting a Kudumbasree Unit Districit, Telangana State”, International for their Livelihood With Special Reference Journal of Commerce, Business and to Palakkad Municipality”, The SIJ Management (IJCBM), Vol. 3, No. Transactions on Industrial, Financial & 5.October. Business Management (IFBM), Vol. 1, No. 12. T. Thileepan and Dr. K. Soundararajan 5, November-December. (2013). “Problems and Opportunities of 6. Dr. M. L. Gupta and MunishKapila (2013). Women SHG Entrepreneurship in India”, “Impact of Microfinance on Women’s Lives: International Research Journal of Business A Study of Ludhiana District”, International and Management – IRJBM, Volume No – Journal of Research in Commerce, IT & VI. December, pp 75-82. Management, Volume No. 3 (2013), Issue 13. Triptimoy Mondal and Prof. Jaydeb Sarkhel No. 08 (August). (2015). “An Analysis Of The Problems Faced 7. Dr.S.P.Gupta, (2006). StatisticalMethods, By Poor Tribal Women Members In Self Help Sultan and Sons Educational Publisher, New Groups (SHGS): A Study Of Tribal Inhabited Delhi. Rural Areas From The District Of Bankura, 8. Eli kumari Das and Dharitri Baishya (2015). West-Bengal”, International Journal Of “Role of Self-Help Groups in Empowering Management Research & Review, Volume Rural Women: A case study on selected SHGs 5/Issue 3/Article No-6, pp.179-192. in Rani Block of Kamrup District of Assam”, 14. www.abhinavjournal.com

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Research Explorer 91 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

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RECENT TRENDS IN BANKING SYSTEM IN INDIA Mr.G.Gunasekaran Ph.D., Research Scholar Dr.S.Kavitha Research Guide & Supervisor J.J.College of Arts & Science, J.J.Nagar, Sivapuram, Pudukkottai. ABSTRACT The Banking system in India has constructed a new stage from Traditional system by framing a new structure, function and organization with the help of new information technology revolution which has made in new millennium. Technology plays an important role to reach a high range of service with quality, because it has the control to organize the total system of the Banking sector in India. The latest version of the Banking system is E-Banking service which offers the fastest service to the customers and save their time from not to spend more time in Banks. This paper offers an opportunity to review the Recent Trends in Banking System in India. Key Words: Traditional & Latest system, New Technology, Banking service, Recent Trends. Introduction Transfer, Electronic Fund Clearance Service, Mobile Banking etc. It has got great influence The people have come across different stages among the Bank customers and brought the right from the stone-age and till the modernized loyalty towards the banking services. world. There are different kinds of competition from time to time and sector to sector in which Objective of the Study the banking sector also not standing away from Ø To study the Traditional system of banking the competition. Each and every banking/ system in India financial institution has the responsibility to prove themselves as people’s right choice. So, Ø To study the utility of the new technology in both Government & Private Banks are ready to banking sectors face the competition with the help of Ø To study the services offered by the banking Government and the guidelines of the Reserve sectors in India. Bank of India. So the Traditional system had started to disappear due to computerization of Research Methodology the Banking sector. It resulted in introducing Secondary data is used here from various ATM, Credit Card, Debit Card, Electronic Fund sources like Periodical Journal, Magazines, Research Explorer 92 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Research report, Half yearly & Annual report compared to large banks. It was found that of the Banking sector and Internet sources, Public Sector Banks were 73% as efficient as which helped to analyze this research study. Private Sector Banks under technical efficiency scores and 93% under allocate efficiency scores. Review of Literature The author observed that difference in mean cost Arora and Verma (2005) studied the efficiency was mainly due to divergence in banking sector reforms in India and evaluated technical efficiency. the performance of public sector banks during Goyal and Kaur (2008) analyzed the the reforms period. The data of 27 public sector performance of seven new private sector banks banks, i.e., 19 nationalized banks, and State for the years 2001-07. The researchers Bank of India and its seven associates for the calculated various ratios relating to capital year 1992 has been taken. Banking sector adequacy, asset quality, employee productivity, reforms were studied in relation to Prudential earning quality and liquidity of banks. The study Norms, Capital Adequacy Measures, Structural evidenced that capital adequacy ratio of all the Regulation, Deregulations of interest rates, banks has been above 9 per cent, the prescribed accounting and disclosure norms, HRD limit of Reserve Bank of India. Average debt/ initiatives, asset liability management system equity ratio is found to be maximum in the case and risk management guidelines. Performance of Axis Bank. Kodak Mahindra Bank registered of public sector banks has been evaluated on maximum percentage increase in NPAs over the the basis of Financial Parameters, Operational previous years. Ratio of advances to total assets Parameters, Profitability Parameters and has shown an increasing trend for all the banks Productivity Parameters. The authors concluded under study which showed an increase in lending that in order to remove subjectivity in banking operations. The study witnessed significant sector, major steps like Prudential Norms; differences among the mean ratios of all Income Recognition Provisioning should have parameters except for liquid assets to total been taken. The researchers suggested that to assets, liquid assets to total deposits, net profit correct the impact of directed investments on to average assets and percentage change in profitability reserve requirements should be NPAs. reduced. Shukla (2009) aimed at examining the Sinha (2006) compared the cost efficiency recent trends in Indian Banking System and its position of Public and Private Sector Banks. The impact on cost and profitability of 27 public data related to thirty banks covering time period sector banks, 27 private sector banks, and 29 from 1998 to 2003. For the study purpose, 7 foreign banks in India during the period 1991- Public Sector Banks, 13 Nationalized Banks 06. The secondary data used for the study has and 10 Private Sector Banks were selected. Data been collected from annual reports of banks and envelopment analysis has been used and means published material from Reserve Bank of India. technical efficiency scores, mean allocative The study analysed that in the post-reform efficiency scores and mean cost efficiency period Indian Banking System has become more scores have been calculated by taking the competitive, more developed and financially assumption of constant returns to scale. viable due to several structural changes. The Numbers of Bank Branches and Amount of study evaluated that banks should focus on high Borrowed Capital have been taken as Input and operating cost and diversification of activities Non-Interest Income as Output to find out the to remain competitive and profitable. The study ownership effect and size effect. The study evidenced the use of technology based services evidenced that small banks exhibit higher cost to intensify competition and to reduce operating and higher mean technical efficiency scores as Research Explorer 93 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) cost and achieve higher profitability. The margin, net profit margin, return on assets and researcher recommended that some critical price earning ratio. The study evidenced that factors like security and integrity of system ICICI Bank paid highest portion of earning as should be addressed, and greater emphasis dividends to shareholders. Analysis ranked should be given on banking and financial HDFC Bank on the top position followed by policies to strengthen the banking sector. Punjab National Bank, State Bank of India and ICICI Bank. Uppal (2010) studied the extent of mobile banking in Indian banking industry during 2000- Traditional System 07. The study concluded that among all e- Traditional Banking system had offered channels, ATM is the most effective, while different structure of service, function and mobile banking does not hold a strong 47 organizing method. Man power and Material position in public sector banks and old private power used at the most level till the last decade sector banks. In new private sector banks and of the 20th century. Low Machine power, More foreign banks, mobile banking is good enough time utility, more paper work, more documents with nearly 50 per cent average branches utility, work delay, queue formalities and other providing mobile banking services. Mobile procedures were followed in the Traditional banking customers are also the highest in banks systems of Banking sectors. providing electronic services, which have a positive impact on net profits and business per Latest System employee of these banks. Among all, foreign The 21st century has offered a well developed banks are on the top position followed by new banking system with different banking structure private sector banks in providing mobile to our society. The latest system of the Banking banking services; and their efficiency is also sector is E-Banking system which played a much higher as compared to other groups. The major role to replace the traditional banking study also suggested some strategies to improve system. Computerization of the banking sector mobile banking services. was the first revolution of the latest system of Prasad and Ravinder (2011) analyzed the operation. It started to reduce the men at office profitability of four major banks in India, i.e., and increase the speed of the work to complete State Bank of India, Punjab National Bank, on the day itself. It reduces the cost of ICICI Bank and HDFC Bank for the period transaction, work load of the employees and 2005-06 to 2009-10. Statistical tools like creates the goodwill of the banks among the arithmetic mean, one-way ANOVA, Tukey HSD customers of the concern banks. Test have been employed for the purpose of New Technology study. The profitability of these banks have been evaluated by using various parameters like Automated Teller Machine (ATM), Cash Operating Profit Margin, Gross Profit Margin, Depositing Machine (CDM), Credit Card, Debit Net Profit Margin, Earning per Share, Return Card, Electronic Fund Transfer, Electronic Fund on Equity, Return on Assets, Price Earning Ratio Clearance Service, Mobile Banking etc., are the and Dividend Payout Ratio. The study revealed best sources of example for the invention and that State Bank of India performed better in application of the new technology in the banking terms of earning per share and dividend payout sector. The development of new technology had ratio, while Punjab National Bank performed faced many hurdles and oppose in the Indian better in terms of operating profit margin and society in convincing the people to accept and return on equity. The study found that HDFC practice the new technology as most of the Bank outperformed in terms of gross profit people are illiterate.

Research Explorer 94 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Services Offered by Banks Electronic Funds Transfer. This is possible only at the time of instruction given by the authored In the modern world, Banks in India offering account holder. But the detailed information many services either by person or through online about the receivers such as Name of the Bank towards attracting people and retain them as & A/C Holder, Account Type, Account Number, their customers. Advancing of Loans, IFSC Code etc., are to be mentioned at the time Overdraft, Discounting of Bills of Exchange, of fund transfer. Cheque Payment, Collection and Payment of Credit Instruments, Foreign Currency d) Real Time Gross Settlement (RTGS) Exchange, Consultancy, Bank Guarantee, RTGS is a system of sharing the instructions Remittance of Funds, Credit cards, ATMs among the banks about transferring funds from Services, Debit cards, Home banking, Online one bank to another bank. This method is banking, Mobile Banking, Accepting Deposit, offering the speedy financial operation by doing Priority banking and Private banking are some faster fund transaction. As soon as the fund is of the services that are offered by the banks to being transferred to other bank , the receiver the modern society. bank has to credit to the account of the customer Recent Trends and give proper information to the account holder at the right time. Reserve Bank of India Some of the service offered by the Banks in is the main authority for maintaining and India with the help of new Technology in Recent operating this system. Trends are given below for easy understanding. e) Home Banking a) Automated Teller Machine (ATM) Home Banking system is introduced by RBI ATM is a devise which is commonly used for easy operation of account and financial by the rich & poor, literate & illiterate and rural transaction from one customer’s account by & urban. ATM / Debit card is required to handle staying home itself in round a clock day. Under this devise through which an account holder/ this system any customer of the bank can do customer can withdraw / transfer the cash, mini Fund Transfer, any Bills Payable, doing statement / balance enquiry can be had and Clarification on New Schemes, Loan Borrowing deposit cash also. In-order-to serve the and Cash Deposit like work. To avail this customers of any bank, the ATM centre is kept system, an account holder should have own open for all 365 days in a year without closing. computer system with internet facility. b) Electronic Clearing Service (ECS) f) Mobile Banking ECS is a system which is applied for the Mobile Banking is shortly called as M- retail payment. It becomes very easy to make Banking. This system is used to perform the the payment and receipts. Instead of dealing work such as Balance Check, Account/Fund with cash personally, this electronic clearing Transaction, Bills Payment, Mobile Recharging system is used for the payment and receipt of etc. But an Account holder must use cell phone cash. This system is mainly used by the with internet facility or Personal Digital companies and the government departments for Assistant (PDA). the huge amount of payments and receipts. Challenges Faced c) Electronic Funds Transfer (EFT) Ø Convincing the villagers and illiterate people Funds that are transferred from one’s own to understand the new technology that are account of any bank to another’s account of any related to the day-to-day activities. bank through electronic system is called

Research Explorer 95 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Ø Teaching the poor customer to utilize the  India Banking Sector Report (2014) latest technology available in the bank. Presentation Transcript Ø Facing more competitors both in  RBI Discussion Paper on Banking Structure Government and Non-government financial in India (2013) institutions.  Arora, U. and Verma, R. (2005) “Banking Sector Reforms and Performance Evaluation Ø Overcoming the stress in keeping good of Public Sector Banks in India”, Punjab financial position so called Balance Sheet Journal of Business Studies, Vol.I, No.1, under more competition. April-Sep. pp.11-25. Ø Facing problems in lending and borrowing  Sinha, P.R. (2006), “Non Interest Income (collecting) money from the customers and Cost Efficiency of Indian Commercial within the matured period. Banks-A Data Envelopment Approach”, Abhigyan, pp. 86-97. Ø To save the customers from the criminals  Goyal, R.; and Kaur, R. (2008), who commit cyber crime through tracing of “Performance of New Private Sector Banks Debit/Credit Card number, PIN number and in India”, The Indian Journal of Commerce, enjoying with others’ money. Vol. 61, No. 3, July-September, pp. 1-11 Ø Giving assurance to their customers that  Shukla P. (2009), A Study of Recent Trends their personal profile like both financial and in Indian Banking System and its Impact on non-financial are kept in confidence. Cost and Profitability of Commercial Banks, A Ph.D. thesis submitted to C.S. J. M. Conclusion University, Kanpur, 2009. It is very visible that the banking sectors in  Uppal R.K. (2010), Emerging issues and India have reached a successful place from strategies to enhance M-Banking Services; overcoming various crucial situation and African Journal of Marketing. 2(2) February competition with world financial institutions. As 029-036 available online: the banks in Indian are acting as the Agent of www.academicjournals.org Economic development, it still to grow more by  Prasad,K.V.N.& Ravinder, G. (2011), implementing more schemes and introducing “Performance Evaluation of Banks: A updated technologies. The modern generation Comparative Study on SBI, PNB, ICICI and is very faster than anything in advanced HDFC”, Advances in Management, Vol. 4(2) learning. So the Reserve Bank of India along September, pp. 43-53. with Public and Private Banks should  www.banknetindia.com reconstruct the schemes, rules and regulations  www.moneycontrol.com with the help of new Information Technology  www.mbaknol.com Act, to offer very sophisticated service to the future customers and to meet critical  www.articlesbase.com competitions that will be extended by the banks  www.vikalpa.com from outside of our country.  www.rbi.org.in References  www.wikiepedia.com  B.P.Gupta, V.K.Vashistha, H.R.Swami,  www.moneyindia.com Banking and Finance, Ramesh Book Depot, Jaipur-New Delhi (2008)

Research Explorer 96 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

Available online @ www.selptrust.org Research Explorer ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920; Vol. IV : Issue.12 ; January - June 2016

‘PARTITION LITERATURE’ OFINDIA AND PAKISTAN: A PARALLEL STUDY Ms. A. Rajina Banu PhD Research Scholar, Department of English and Foreign Languages, Alagappa University, Karaikudi – 3. ABSTRACT Towards the end of the Second World War there was widespread unrest in the British colonies. They revolted against the tyranny and for freedom of foreign rule. On 15th August 1947, our India got a sovereign Independent Republic. But, her partition after the Independence into two – India and Pakistan – remained an irrevocable curse. The partition continued to hurt and anguish the hearts which dreamt of having a united India. Its indelible impact on the collective human psyche could be felt in both the Indian and the Pakistani. This paper endeavours to present an overview of the impact of partition and its aftermath on these two nations through evaluating their literatures. Though innumerable writers have dealt with this issues, a few writers seems to genuinely mirror their traumatic experiences of partition which caused the extermination of thousands of people, migration of people in millions and never-ending communal frenzy which resulted in immeasurable atrocities, rapes, violence and usurping acts. The researcher deals with such writers selectively to evidence the title. Keywords: Partition, Literature, India, Pakistan, Violence, etc. Paper is a matter of speculation how they, who lived Partition of India is a more impactful and together, fought together and freed their more devastating historical event which has still motherland together from the clutches of slavery, an irrevocable pervasive effect. The division of learnt the theories of regionalism, the nation into two sects led to more communalism, caste and racial discriminations complications and chaotic circumstances instead with the prospect of partition; which also of analyzing and solving the problems of newly became the persisting problem for those who freed country. The initial bitterness caused by dreamt of united India after the independence. the mass expulsion of Hindus, Muslims and Since this paper is concerned with the literary Sikhs from India to Pakistan and vice versa was response to the partition of the nation and not further intensified by the political upheavals. It the historical events that caused the partition,

Research Explorer 97 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) the researcher focuses on the two representative of Partition refugees. Memories of Partition, the literatures of India and Pakistan. horror and brutality of the time, the harking back to an often mythical past in which Hindus and The article reviews and analyses the works Muslims and Sikhs lived together in relative that mean partition as a main theme. The peace and harmony – these have formed objective of this paper is to parallel the two thestaple of stories I have lived with (Butalia partition narratives from their respective points 42). As he points out, the partition violence gets of view. The bestial act of colonisation, perhaps, reflected more precisely in the regional in a way united Indians and made them fight literatures than the non-native languages. This together for freedom; but, independence, the resulted in massive and violent migration of the upshot of the audacious deed of our ancestors, people across the divide. Muslims moved into had negatively facilitated her to divide into two Pakistan, and Sikhs and Hindus moved into nations– India and Pakistan. Wickedness, India with the prospects of peaceful and better violence, and evil spirit which erupted in the living, with their own religious as well as ethnic venomous minds of a few conservatives resulted identities. Ironically, this mass scale migration in the massacre of the thousands of innocent entailed crimes of unprecedented violence, lives and migration of gullible people in lakhs. murders, rapes and bestiality. As the incredible suffering and bewilderment of the gullible of these two groups tormented All these get reflected in the regional the humane hearts of such writers, they started literatures realistically.The tragedy of the delineating the sadistic, barbaric and fiendish partition encounters whichcaused an acts impassively with the notion of setting the immeasurably more psychological, physical and future India right. emotional trauma to the refugees than one could realise gave rise to fictional explorations with The political partition of India caused one an instinct to prevent the humanity from being of the great human convulsions of history. Never plagued by racial turmoil, religious before or since have had so many people complexities, political ingenuity and social exchanged their homes and countries so quickly? incongruities.The wide range of literary texts In the space of a few months, about twelve on the effects of partition covers almost the sixty million people moved between the new, years of post-independence India and Pakistan. truncated India and the two wings, East and Certainly there might never be a writer who has West, of the newly created Pakistan. By far, the not dealt with the effect of partition in their largest proportion of these refugees—more than writings. In concrete terms, the vast volumes of ten million of them—crossed the western border partition literature in Urdu, Hindi, Bengali, that divided the historic state of Punjab, Punjabi, and other regional languages and also Muslims travelling west to Pakistan, Hindus and in English are the faithful records of the Sikhs east to India. Slaughter sometimes gruesome human catastrophe in the wake of accompanied and sometimes prompted these partition and its immediate aftermath.”The movements; many people died from malnutrition colossal human tragedy of the partition and its and contagious disease (Butalia 41). continuingaftermath has been better conveyed He pathetically remembers that “This is the by the more sensitive creativewriters and artists generality of Partition: it exists publicly in – for example in SaadatHasanManto’sshort history books. The particular is harder to stories and RitwikGhatak’s films – than by discover; it exists privately in the stories told historian (Qtd. inRoy 20).” and retold inside so many households in India For instance, from the Urdu short stories of and Pakistan. I grew up with them: like many SaadatHasanManto such asSiyahHashiya,Toba Punjabis of my generation, I am from a family Research Explorer 98 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Tek Singh,IsmatChughtaifrom the collection: Vikram Chandra’s Sacred Games, Kingdom’s End and Other Stories, RaaviPaar RohintonMistry’sA Fine Balance, and other Stories by Sampooran Singh JhumpaLahiri’sInterpreter of Maladies, Gulzarand poetry of Faiz Ahmad Faiz (Subh- AmitavGhose’sThe Shadow Lines, e-Azadi ); Panjabi poems by Amrita Pritam’s ManoharMalgonkar’sA Bend in the Ganges, “AjjAkhaanWaris Shah Nu” are a few examples Salman Rushdie’s Midnight’s of vernacular literary works that represent the Children,BapsiSidhwa’sCracking India,and brutality and savagery with which people were Ice Candy Man, Anita Desai’s Clear Light of raped and killed during Partition. Regional Day, fall under the category of the partition novels such as NasimHijazi’sKhakaurKhoon, novels as they instead of depicting the events in Krishna Baldev Vaid’s The Broken Mirror, either political or historical terms, have shown RahiMassom Reza’s Half a Village, Abdullah human dimensions which enlivens the words on Hussein’s The Weary Generations, Intizar the page with a sense of horror, reality and Hussain’sBasti, Balachandra Rajan’sThe Dark believability. Dancer, Bhisham Sahni’s Tamas, Sunil Besides these, the screenplays or the Gangopadhyay’s Purbo-Paschim (Bengali), cinematography makes another round in Kamleshwar’s Kitne Pakistan, Chaman Nahal’s realistically depicting the aftermath of Partition. Azadi, depicts the India from the prehistory of Among all, Hoshyarpur to Lahore (Urdu) the colonization through the experiences of the authored by a Police officer, a narrative of true partition to the present chaotic condition. Many story based on a train journey from India to of them focused on the bitter memories of the Pakistan [like Khushwant Singh’s Train to partition which affects the present life. Much Pakistan which narrates the expedition of narratives having a family as microcosm Muslims to Pakistan from India], This is Not portrays the then India during the Partition. That Dawn [Jhootasach] in Hindi which Socio-economic changes, political and nostalgically talks about the gullible whose psychological transformations, sexual and dreams got scattered at the prospect of physical attacks on the subaltern, communal and independence. These are some such examples caste-based boundaries and etc, became that attempt to give us an insight into the public predominant themes of these novels. frenzy, communal hatred, extreme disintegration Indian English literature that delineates the and large scale sectarian violence. The article vicious and callous acts of one against another concisely talks about the about the literary comprises writings in a vast scale. “Phoenix representation of Partition of India and Pakistan, Fled” and “After the Storm” and Sunlight on a to present a comparative overview of these two Broken Column–a novel by AttiaHosainAnita literatures. Both literatures with great élan Desai’s Clear Light of Day, Shauna Singh depicts how the Indian nationalism against Baldwin’s What the Body Remembers,Samina British imperialism and Indian’s patriotism for Ali’s Madras on Rainy Days, and non-fictional their mother land turned into communalism and writings like Freedom at Midnight by Larry parochialism giving way to partition which Collins and Dominique Lapierreare a few about-turned the neighbours into virtual enemies mentionable from what is a very rich and diverse overnight. collection of writing that addresses Khushwant Singh’s Train to Pakistan which uncontainable issues of Partition and how it delineates how love wins over the religious persistently haunting the South Asians’ prejudices comes first in the discussion. It is a memories down to the present.And, the novels story of Mano Majra, a village on the frontier such as Khushwant Singh’s Train to Pakistan, between India and Pakistan, where the

Research Explorer 99 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) unprecedented violence and horror heralded on Pakistan and Bangladesh. It depicts how the the eve of the partition. Sikhs and Muslims who chaotic circumstance that prevailed during the lived like brothers for generations partition ruined the children’s future. becomedeadly enemies and indulge in the AmitavGhosh’sTheShadow Lines, yet another communal riots which lead the Sikhs to the novel from a different perspective prophesises extent of burning a train full of Muslims on the the far-reaching consequences of the partition way to Pakistan. The author’s impersonal through three generations. The author narrative style makes the novel immensely fictionalises the country’s history in which the gripping. As he is not wholly taken up with just absurdity of the Partition and its ability to the violence,for he also redeems a sense of faith unleash endless waves of violence for in essential humanity or selfless love through generations could be easily felt. His other novels the figure of Jugga. ManoharMalgonkar’sA such as The Circle of Reason, The Hungry Tide Bend in the Ganges which both shares ideals also acknowledge the readers about the from and stands contrast to Singh’s, questions aftermath of partition in varying degrees by the conservatives that had engaged themselves highlighting the unresolved problems of post- in the brutal butchering of other human beings colonial, post-independence, post-partition the reason of their bestial behaviour. Among India. those, the question of whether Hindus and The Heart Divided by MumtazShahnawaz Muslims are really enemies and can be united which spans between 1943 and 1948 could be and whether non-violence would be a practical regarded as one of the best Pakistani novels that remedy of these atrocities are prominent. He deal with the theme of renunciation of the motto attempts to answer them through Devi Dayal of Hindu and Muslim unity. Through the and GianTalwar, two representative characters challenging issues of changing relationship of of opposite political ideologies of revolutionary two families – a Hindu and a Muslim or India terrorism and non-violence respectively. and Pakistan – the author treats the confused Anita Desai’s Clear Light of Day illustrates political, social and economic conditions. the emotional crisis of siblings during the BapsiSidhwa’sIce-Candy-Man arguably the partition. Personal life of Bim, Raja and Tara is remarkable partition novel narrates the story of inextricably gets bounded up with that of the an eight-year-old Parsee girl, Lenny, whose political history. Though the alienation of the worldfalls apart when her beloved Ayah (who protagonists remains a central theme in this is a Hindu) is separated. Narrated from the novel, it emphasises on the rejuvenation and re- perspective of Lenny who serves as a spectator, identification of oneself with the milieu instead the novel registers the rising tension among the of annihilation. It examples how disruption that three groups of Lahore in 1947. The traumatic takes place due to the partition affects even the experiences of gullible women during the innocent lives who were neither a part of partition are being delineated in this. The novel nationalist politics, nor the victims of exile. has parallel importance to the partition Salman Rushdie’s Midnight’s Childrenwhich historiography of India. Elsa Kazi’sOld English possesses the status of magnum opus in Indian Gardan Symphony is an yet another extensive Writing in English primarily deals with the life novel which comparatively depicts the of a Midnight’s children. He, who born on the attitudinal changes in the Indians due to the midnight hour of 15th August, 1947, also impact of the Victorian style. It follows a undergoes through an irrevocable combined approach of traditional and absurd transformation with the Independent India and existentialism. Mr.Zahir. H. Frooqi’sFaces of becomes a witness of the partition of India, Love and Death is a novel about the degrading

Research Explorer 100 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) human values, life style and pretentious nature the partition is about dividing the nations or to of high class society. massacre its’ masses. No doubt the partition of India has had truly resulted in a holocaust which AttiaHossain’sSunlight on a Broken was the upshot of Israel and Palestine. There is Columnwhich is based on a struggle for getting no dearth of separatist movements and partition freedom of act and thought relates how the literatures. To example a few, the discrimination religious wars let a woman to agonise. of Tamils in Sri Lanka; Eritrea from Ethiopia ZulfikarGhose’sMurder of Aziz beautifully in Africa; breaking of Yugoslavia into Slovenia, amalgamates and gives a wonderful Croatia, Macedonia and Bosnia; partition of commentary on the past and present living ways Soviet Union into nearly fifteen republic of South Asian. She speaks about the selfish between 1990 and 1991; the divide of Kurds policies and political agendas made during the between Iran, Iraq, Syria and Turkey; partition. The Pakistani literature of the then era independence movements of inside South was the most disturbed kind due to the influence Thailand and Latin America are for partition. of the great loss of East Pakistan (Bangaladesh). These texts of rupture and dismay such as In fact, no religion favours killing, dividing, Khwaja Ahmed Abbas’s Revenge, and warring. They hold high the values of Badiuzaman’sThe Alien, Intizar Husain’s The humanity and life such as charity, mercy, City of Sorrow, and Ibrahim Jalees’ A Grave benevolence, generosity, and insist on a altruistic Turned; the literature on conflict and chaos like vision of life. But the humanity wars over Kamleshwar’sHow Many Pakistans?, Mumtaz religions and gods, kills innocent lives for power Mufti’s An Impenetrable Darkness, Vishnu and wealth. Many gullible falls victims to the Prabhakar’sMy Native Land, Mohan military, economic and political aggression of Rakesh’sGod’s Dog, M. S. Sarna’sSavage the ruling people when the riot-mongers, the Harvest; and the works on betrayal and protest bad-politicians, and the war-loving as SatinathBhaduri’sThe Champion of the conservatives go on destroying humanity. To People, Kartar Singh Duggal’sKulsum, quote Mahatma Gandhi, SuraiyaQuasim’sWhere Did She The Muslims must have the same right to Belong?,BhishamSahni’sThe Train Has self-determination that the rest of India has. We Reached Amritsar, Ganda Singh’s A Dairy of are at present a joint family. Any member may Partition Days, and other outstanding literary claim a division…. As a man of nonviolence, I writings of repair and memory like Ashfaq cannot forcibly resist the proposed partition if Ahmed’s The Shepherd, Lakithambika the Muslims of India really [insist] upon it Antharjanam’s A Leaf in the Storm, [sic]…. My whole soul rebels against the idea JamilaHashmi’s Exile, Ramlal’s A Visitor from that Hinduism and Islam represent two Pakistan, Kushdeva Singh’s Love is Stronger antagonistic cultures and doctrines…. But that than Hate and Suresh Vaid and is my belief. I cannot thrust it down the throats UrvashiButalia’sWe Are Still Theirs are worth of the Muslims who think that they are a mentioning among other Partition Literary texts. different nation (Qtd. in Francisco 236). Partition of India never was a simple act of Even the dream of reunited India goes bordering space between two nations but has unattainable, as the Father of nation wished had a never-endingly negative impact over the every individual has to follow the preamble of souls of South Asian. In fact, no religion Indian Constitution which reads as follows. supports massacre of countless human beings. The innumerable deaths that occurred between We, the People of India, Having Solemnly the 1940s and 50s, poses the question whether Resolved to constitute India into a Sovereign

Research Explorer 101 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Socialist Secular Democratic Republic and To MushirulHasan, [New Delhi: Lotus, 1995] secure to all its citizens: JUSTICE, social, Orphans of the Storm: Stories on the economic and polititcal, LIBERTY of thought, Partition of India, ed. by SarosCawasjee and expression, belief, faith and Worship; K. S. Duggal, [New Delhi: UBSPD, 1995] EQUALITY of status and of opportunity; And and Stories about the Partition of India, ed. to promote among them all FRATERNITY by AlokBhalla [Delhi: Harper, 1994].PDF. assuring the dignity of the individual And the 227 – 250. unity and integrity of the Nation … 3. Roy, Rituparna. From Khushwant Singh to (Constitution Society). AmitavGhose. Amsterdam: Amsterdam University Press, 2010. Google Search. References 4. Tariq, Rahman. “The Pros and Cons of 1. Butalia, Urvashi. From the Other Side of Partition.”The Express Tribune. 13 Aug. Silence.University of Hawai Press, Manoa, 2011. Web. 1 Mar. 2016. . summary/v019/19.1butalia.html>. 5. “The Constitution of India.” Constitution 2. Fancisco, Jason. “In the Heat of Fratricide: Society. 09 Dec. 1995. Web. 01 Mar. 2016. The Literature of India’s Partition Burning . Other Face of Freedom, ed. by

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Research Explorer 102 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

Available online @ www.selptrust.org Research Explorer ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920; Vol. IV : Issue.12 ; January - June 2016

CUSTOMER PREFERENNCE AND LEVEL OF SATISFACTION TOWARDS HOUSING FLATS PROMOTED AND SOLD BY PRIVATE HOUSE PROMOTERS Mrs. T. Manimegalai Assistant professor of Commerce, Sri Sarada Niketan College of Science for Women, Karur – 5. Dr. M. Ragupathi Assistant Professor of Commerce, Govt. Arts & Science College, Kumarapalayam, ABSTRACT Housing is the primary unit of human habitation. Private House Promoters (PHP) is constructing and selling different types of houses applicable to low income, middle income and higher income groups. PHP is a business institution and people who buy these houses are to be viewed as customers. An attempt is made in this paper to study how PHP is able to satisfy their customers. A study was conducted with the help of interview schedule administered to 200 customers who have purchased PHP housing flats. The results of the study reveal the preference and satisfaction level of customers. Suitable recommendations are made in this regard. Keywords: Promoters, habitation, Customer Preference. Introduction “We need to gear up to contribute Housing is one of the basic human needs in substantially to the housing stock through terms of safety, security, self-esteem and social streamlined efforts of public private co- status. It is an important indicator of economic operative, community and self-help sectors in well being. A rapid rise in population results in order to see the dream of shelter for all”. - Kiran higher demand for houses. This is further Nanda complicated by the growth in household Shelter is a basic need that helps ensure formation and increased rural-urban migration personal safety and health. The increase in due to scarcity of job opportunities in rural demand for housing is driven by the increase in areas. Housing is a pre-requisite for individual population. Urbanaisation also increases the is intellectual and economic growth and social nuclearization among households and hence, the stability. numbers of households are likely to increase.

Research Explorer 103 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) The available options of the people are to confined to Karur Taluk. The study has used construct or buy a house or hire a house. only primary data and secondary data. The data were collected from 200 customers by using Buying house according to people’s interview schedule method. Simple random satisfaction is a difficult task. Constructing a sampling method was administrated in the house involves too many difficult tasks. Hence selection of customers. the emergence of flat system to satisfy the maximum needs of the consumers. Though there Analysis and Intrepretation are individual houses located in key areas Table No.1 profile of the respondents private flats are spread all over the parts of the city, and they are better organised than Tamil Nadu Housing Board. This may be due to the availability of variety of models and design with maintenance of better quality when compared to other flats. Review of Literature In the word of Jawaharlal Nehru,”A house is not merely a place to take shelter from the rain or cold or the sun. World Bank Housing sector policy observed, “Housing is important to development in the both economic and welfare terms. It typically constitutes 15 % to 20 % of household expenditure. The share of housing investment in Gross National Product is two percent for the poorest countries but it increases to six to eight percent for middle income countries. “A well planned housing can increase National Productivity, economize urban space and minimize the cost of urban infrastructure. Improved location of dwellings in relation to jobs leads to reduction in traffic congestion and increased “take home pay” by reducing commuting expenses”. G.C. Mathur observes that “the major problem confronting housing development in the country is the speedy construction of houses at prices affordable by the large majority. All efforts, therefore, should be on cost reduction.” Statement of the Problem Source: Primary Data Housing is one of the basic requirements for People’s choice of goods and services human needs, for a normal citizen, owing a changes over their life time. house provided significant economic security and dignity in society. For a shelter less person, From the above table, it is inferred that 12% possession of a house brings about a found of the respondents fall in the age group of 20- social change in his/her existence.The study is 30 years and 24% of the respondents fall in the Research Explorer 104 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) age group of 31-40 years, 40% in the age group below Rs. One lakh. 41% of the respondents of 41-50 years and 24% in the age group of fall under the category of Rs. 1 - 2 lakhs. The above 50 years. So most of the respondents are remaining 17% and 13% of the respondents are in the age group of 41-50 years (40%). fall under the category of Rs. 2 – 3 lakhs and above Rs. 3 lakhs respectively. From this it can Depending upon the level of literacy among be concluded that most of the respondents are the target consumers, the markets will have come under the income group of Rs. 1 – 2 lakhs design a communication mix for promoting a . particular product or services. The consumer can gather more information It is clear from the above table that there is about the product or service from various no much difference among the educational sources like magazines, Newspapers, TV, qualifications of the respondents. 22% Radio, Friends, relatives, Dealers and constitutes the school level category, 26% are distributors and so on. The consumers have under graduates and 28% are finished their post made decision prior to purchase with help of graduation. the advertisement. Advertising medium is a Occupation is a widely accepted and means through which advertisers communicate probably the best documental measure of social their ideas to likely customers to influence them class because it implies occupational status. In with a view to know and decide about the reality a close association exists between product or service advertised. Advertising occupation, income and education. medium should satisfy the objectives of A person’s occupation has a direct effect on advertising and to reach maximum prospects. his choice of goods and services. Marketers Magazines/Newspaper creates more awareness will have to identify which occupational group among the respondents. (46%) will be interested in their products and workout Consumer buying behaviour can be defined marketing strategies to communicate about their as the activities and the actions of people and products and services to the relevant organization that purchase and use economic occupational group. Most of the respondents are goods and services, including the influence on come under the group of Business people (52%). these activities and actions. The attracting Purchasing power to income has a direct factors influence the consumer to buy the effect on the potential demand for the product. products or services. The attracting factors or Income levels can be analyzed on the basis of motives refer to thought, urge, strong feelings, two income concepts, namely disposable income emotions etc. The needs and desire of the and discretionary Income. Disposable income consumers and their buying behaviour greatly means taking home pay and making available depend upon their income, social status, for personal consumption, expenditures. psychology etc. Discretionary income which the income left From the above table, it describes 16% of after paying taxes and meeting expensed relating the respondents are influenced by Price. 32% to food, cloth, shelter, and other necessary items. of the respondents are attracted by Quality Economic ability must be combined with feature. 28% of the respondents are influenced willingness to buy the products, purchasing by Design and 24% of the respondents are power depends on the per capital income of the influenced by location of the flats. It can be target market. concluded that most of the respondents are From the above table, it is clear that 29% of influenced by Quality feature. the respondents belong to the income level The above table depicts that 37% of the

Research Explorer 105 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) respondents preferred single rooms. 46% of the about the optimum utilization of site & architect respondents preferred two rooms. The planning in the construction of the flats. remaining 10.5% and 6.5% of the respondents Findings of the Study opt for 3 rooms and more than three rooms respectively. Following are the findings of the study Most of the respondents preferred to buy  Most of the respondents are in the age flats with two rooms. group of 41-50 years. (40%) From the above table, it is clear that 12% of  Most of the respondents (28%) are the respondents have selected the flats for easy finished their post graduation. availability of loan. 24% of them opined that  52% of the respondents are Business they have selected for Quality of building. 31% people. of them opinion that they have selected for Vasthu principles followed in housing flats.  Majority of the respondents come 24% of the respondents for safety and security under the income group of Rs. 1 – 2 system and the remaining 9% of the respondents lakhs . for optimum utilization of the site and architect  Magazines/Newspaper creates more planning. awareness among the respondents. It can be concluded that the maximum (46%) number of respondents have selected housing flats constructed according to Vasthu principles.  Most of the respondents preferred to buy flats with Two rooms. Table No.2 Satisfaction Level Of The Respondent  Majority of the respondents are influenced by Quality feature  Maximum number of respondents has selected housing flats constructed according to Vasthu principles.  The income level of the respondents has no significant influence over the number of dwelling units. From the above table, it is clear that 72  The occupational status of the respondents are extremely satisfied that they respondents has no significant avail loan easily from banks and other financial influence over the attracting factors. institutions, 14 respondents are opinion that though easily avail the loan from various  There is a significant relationship financial institutions, the rate of interest is so between the age of the respondents high. 72 respondents are satisfied with the and the attracting factors. quality of building. Only 20 respondents are not  Education of the respondents and satisfied with the quality of the building. Majority (156) of the respondents satisfied with sources of awareness are independent the vasthu principles followed by private house of each other. promoters. 136 respondents are satisfied with Suggestions the safety & security systems in the housing flats. Majority (82) of the respondents satisfied  The Private House Promoters should Research Explorer 106 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) promote individual type of houses to and dignity in society. With the present attract more customers. population, the resources available with the Government are inadequate to provide ‘housing  It is recommended to the PHP to go for all’. Thus, Private House Promoters should for latest models and design not only promote different types of houses for different to attract new customers but also to income groups of people with good quality and retain the old customers. reasonable price. Therefore the success of  Customers feel that the price of Private House Promoters depends more on customers’ satisfaction than on selling houses housing flats is high. On this basis, it to large consumers. is recommended to PHP to take adequate steps to go for suitable References revision of prices. 1. WWW. Projectsmonitor.Com/ Detailnews.Asp?Newsid=3204.  To avoid unsalable flats, the promoters 2. Housing Sector in India by T R Venkatesh may consider the consumer and Swapna Gopalan. The Icfai University requirements. Press. Conclusion 3. Ramani. A.K. (2003). Housing in India, Journal of Marketing Research, Vol.141, Housing is one of the basic requirements for Issues, 10 to 15. human needs, for a normal citizen, owing a 4. http://muepa.nic.in. house provided significant economic security

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Research Explorer 107 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

SERVICE FAILURES, CUSTOMERS’ COMPLAINING BEHAVIOR FOR SERVICE RECOVERY IN BANKING INDUSTRY G. Valli Ph.D Research Scholar Dr. M. Dhanusu Associate Professor and Research Guide Post Graduate And Research Department Of Commerce, Pachaiyappa’s College, Chennai- 600 030 ABSTRACT The purpose of this research paper is to trace out the issues pertaining to the conceptual and theoretical phenomenon of service recovery, how it applies to banking public and how customers’ evaluate service recovery efforts taken by the service providers and what leads to higher customer satisfaction. It is also needed further to understand the important aspects/ attributes of service recovery efforts of banks to address the customers concern and to what extent are they satisfied in these aspects. The academic efforts and the resultant findings will be of immense benefit not only to banks to improve the service recovery practices but also make the customers to be sensible in complaining the service failures/ deficiencies and the expected satisfactory response of the bankers thereon . These things are theoretically approached through the conceptual model developed and explained below. Keywords : banking industry, globalised, scenario, non-banks, financial institutions Introduction that banks can use to gain a strategic advantage Presently, the banking industry is facing a and survive in the volatile environment. The distinguished competitive environment at the argument for customer retention is relatively backdrop of globalised scenario as they not only straightforward. It is more economical to keep compete among each other but also with non- customers than to acquire new ones since the banks and other financial institutions for their retention of the present customer is costlier than sustained development. Most bank product acquiring a new customer. This is because the developments are easy to duplicate and when expense of acquiring customers is incurred only banks provide nearly identical services, they can in the beginning stages of the commercial only distinguish themselves on the basis of price, relationship (Reichheld and Kenny, 1990). In quality with the service edge. Therefore, addition, longer-term customers buy more and, customer retention is potentially an effective tool if satisfied, may generate positive word-of Research Explorer 108 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) mouth promotion for the banks. Besides, long- phenomenon of service recovery and how it term customers also take less of the company’s applies to banking customers. time and are less sensitive to price changes ‘’SERVICE FAILURE, CUSTOMERS’ (Healy, 1999). Thus, it is believed that reducing COMPLAINING BEHAVIOR’’ – customer defections can double the profits Conceptual Issues (Healy, 1999). The key factors influencing customers’ selection of a bank include the range Service recovery is usually preceded by a of services, rates, fees and other related charges complaint of a dissatisfied customer. However, (Abratt and Russell, 1999). It is obvious that over the years the trend in literature shows that superior service alone is not sufficient to satisfy only a small percentage of dissatisfied customers customers. Prices are also essential, if not more complain (Peppers & Rogers, 2004). In the important than service and relationship quality. case of banks, although 63% of consumers are Furthermore, service excellence, meeting client dissatisfied with the bank services, only 11% needs, and providing innovative products are complain to their banks (Press, Ganey, & Hall, essential to succeed in the banking industry. 1997 cited in Chebat, Davidow & Codjovi, Most private banks claim that creating and 2005). According to Malhotra, Ndubisi and maintaining customer relationships are Agarwal (2008), a private has a stronger impact important to them and they are aware of the on defection than public complaints in the positive values that relationships provide. context of retail banking sector. Thus, it is Despite the consensus regarding the importance important to investigate the reasons and of offering high quality services, service failure circumstances that facilitate or deter customers remains challenging one for almost every from complaining with reference to complaining business in the world. The prevalence of service behavior in the banking industry, Valenzuela failure in retail service settings and the growth (2008) in his work on the Chilean banking in importance of the service sector in the world’s industry stated that on the basis of past literature economy both point to the need for a better there were two plausible reasons as to why understanding of the role that service recovery customers do not complain. The first reason was should play in today’s marketplace. Customers the inherent negative attitude that people have share their views and describe why they think banks should make efforts to resolve their towards complaining (Davidow & Dacin, complaints. The responses of the customers have 1997). Secondly, customers perceived that been classified into crucial and minor service companies have a negative attitude towards failures. Most of the failures which prompt complaint resolution (Lau & Ng, 2001). customer complaints are considered to be crucial Siddiqui & Tripathi (2010) found four types service failures. The steps followed by of customers in terms of their complaining customers in making complaints are also attitude in the context of the Indian banking investigated and mapped out. It is found that sector: non-complainers, switchers, prompt most customers eventually approach branch to complainers and positive thinkers, and the complain, which suggests that banks may look majority of the customers (61%) belonged to to trying their level best to minimize the effort the non complaining group. They further found taken by customers to make complaints. How that many of the customers of the non customers evaluate the service recovery complaining group do not know where and how strategies of the banks are considered. This to complain. Al-Foqahaa (2010) found that predominantly addressed the issues pertaining customers’ complaining behavior is negatively to fairness, which comprises procedural, affected by lack of information as to whom they interactive, and distributive fairness. This complain perceived justice, and the expected research paper attempts to understand the costs and efforts of complaining in Palestine.

Research Explorer 109 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) In addition, customers’ education level, variables for complaining behavior of banking frequency of bank visits and the type of problem customers. were also found to have an impact on Customers’ Complaining Process complaining behavior, but gender, age and income had no effect (Al-Foqahaa, 2010). In Customer complaining behavior can be seen the context of India, there is a dearth of studies from the discussion is a fairly complex activity, regarding the factors affecting customer and the ‘modus operandi’ by which customers complaining behavior towards Banks. White complain is of significant importance to service and Yanamandram (2004) found that providers. The complaint process normally customers’ complaining behaviour towards begins with a trigger caused by an unfavorable financial services was found to differ according negative incident which triggers an unfavorable to three variables, namely: account type, length service experience (Tronvoll, 2012). Kim, of time dissatisfied, and gender such as (a) Wang and Mattila (2010) presented a cheque account holders complain less frequently conceptual model of customer complaining than other account holders, (b) the more the behaviour which suggests that initial times that the customer had been dissatisfied dissatisfaction from a service failure leads to with a financial service, the higher the number cognitive appraisal, which in turn will determine of times that the customer tend to complain, and the customers’ coping strategies (i.e., doing (c) women make more complaints to financial nothing, complaining to a third party, spreading institutions than men. They further found a negative word-of-mouth, or deciding to make a number of reasons for customers’ dissatisfaction complaint). If customers’ make a complaint, then towards financial institutions, such as lack of they evaluate the recovery effort in terms of branch locations, high interest rates on loans, fairness and form their recovery satisfaction low interest rates on savings, long waiting times, judgments, which in turn will lead to behavioral numbers and volume of account fees, high outcomes such as switching, word of mouth account fees, poor counter service, e-banking (WOM) or loyalty. In line with complaining confusion, poor telephone banking service, and behaviour, it is also significant to identify the various other reasons. Colgate and Hedge channel(s) used by customers to complain to (2001) found that customers’ complaint at least service providers, as various types of encounters twice before they exit their banks. According (e.g., personal, phone, and electronic) are to Colgate and Hedge (2001), ‘service failures’ are the most influencing factor on customers’ available for customers’ to lodge complaints. propensity to complain followed by ‘denied Earlier studies (Tax & Brown, 1998) predicted services’ and then ‘pricing problems’, but that the proliferation of technology would demographic differences do not have a facilitate customer complaints. Tax and Brown reasonable impact on complaining behaviour (1998) stated that the increased accessibility of among the bank customers. Thus, from the customer service personnel via mobile phones, literature review, it appears that the nature of e-mail, and toll-free numbers might encourage the problem (perceived severity of the problem), customers to complain, because it minimizes the attitude towards banks’ complaint resolution, the time and cost overrun to make a complaint . level of confidence of receiving a positive Andreassen and Streukens (2012) developed outcome from the bank, the level of relationship a conceptual model to understand customers’ with the service provider, knowledge about intention to adopt online complaining and found where to complain and how to complain, the attitude toward online complaining is perceived easiness/complexity of complaining positively related to the extent customers believe process, and various demographic and online complaining to be useful, easy to use, psychographic factors tend to be the predicting and enjoyable. They further found that the effect

Research Explorer 110 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) of attitude on intention to use online complaining personal interaction with the customer) (Tax & is moderated by situational factors (e.g., Brown, 1998). Hess and Ambrose (2010) intensity of dissatisfaction and outcome extended it to a four factor model: distributive, expectations ) but is not affected by individual procedural, interpersonal, and informational customer characteristics (i.e., inherent novelty justice. Numerous researchers have investigated seeking and need for social interactions). how various aspects of these fairness dimensions impact customer satisfaction about Customer complaining behavior augmented service recovery efforts. Gelbrich and Roschk by technology driven services encounter was (2011) empirically validated a path model further studied by Snellman and Vihtkari depicting organizations responses (2003) who found that in the Finnish banking (compensation, favorable employee behavior, industry, there were no significant differences and organizational procedures) positive in the complaining rates of customers who influence justice perceptions (distributive, complained via traditional means and those who interactional, and procedural justice) which complained via technology mediated service positively affect post complaint satisfaction encounters. The research conducted to date (transaction-specific and cumulative suggests that more work is needed, as the satisfaction), and in turn has a positive impact findings of industry specific customer on customer behavioral intentions (loyalty and complaining behavior will have interesting positive word of mouth). Battaglia et al. (2012) implications for designers of service recovery revealed that speed of recovery and mechanism. Especially, more investigation is empowerment are important aspects of service needed in the banking customers’ complaining recovery dimensions from the distinguished behavior, as the existing literature clearly operating environment. Huang (2010) found depicts a knowledge gap in this area. that positive perceived employee effort aspects Conceptual Research Model of service recovery for customers. Hocutt, Bowers and Donavan (2006) found that customers were most satisfied and less likely to engage in negative word of mouth under conditions of high responsiveness (i.e., least amount of time taken for service recovery) and courtesy. Younas and Jan (2012) also found Service Recovery Efforts – An Evaluation that prompt response, material compensation and politeness of employees play important roles How customers’ evaluate service recovery in service recovery evaluations in the banking efforts of service providers and what leads to industry in Sweden. Similarly, the study higher customer satisfaction is another conducted in the US retail-banking sector by important aspect of academic inquiry within the Duffy, Miller and Bexley (2006) found that broader literature of service recovery. It is well customer satisfaction level was significantly known in the service recovery literature that affected by the nature and type of the recovery customers’ evaluate three types of fairness when strategy used by the bank, but no significant evaluate service recovery efforts: distributive difference in recovery strategies or satisfaction justice (fairness of the outcome of the business’ by customer age, gender, or tenure with the response), procedural justice (fairness of the bank. McCollough, Berry and Yadav (2000) process by which decisions are made), and showed that customer satisfaction was lower interactional justice (fairness of the after service recovery than in the case of error- organization’s representative’s attitude and free service. This reinforced the importance of

Research Explorer 111 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) ‘doing it right the first time’. In Australia justice, and interactional justice influence the complaints handling standard (currently service recovery satisfaction. adopting AS-ISO-10002-2006) provides References thirteen ‘essential elements’ of effective complaints handling: commitment, fairness, 1. Ahmed, I., & Amir, M. (2011). Service resources, visibility, access, assistance, Quality; Service Features and Customer responsiveness, no charges, remedies, data Complaint Handling As the Major Drivers collection, systemic and recurring problems, of Customer Satisfaction in Banking Sector accountability, and review of which eight of Pakistan. International Review of Business Research Papers, 7(1), 313- 318. elements fall into front-office and the remaining five belong to back-office category . They 2. Al-Foqahaa, S. (2010). Situational further found that dissatisfactory service Dimensions of Customers Complaining recovery effort of the banks was the major Behavior when Dissatisfied with Banking reason for the switching behavior of customers. Services in Palestine. An-Najah University However, these limited research efforts are Journal for Research, 24(9), 2657-2690. completely inadequate to identify how 3. Andreassen, T.W., & Streukens, S. (2012). customers evaluate service recovery efforts of On-line Complaining: Understanding the banks. Adoption Process and the Role of Individual and Situational Characteristics. Managing Conclusion Service Quality, 23(1),1-1. In banking industry, establishing long-term 4. Battaglia, D., Borchardt, M., Sellitto, M. A., relationship with valuable customers is only & Pereira, G. M. (2012). Service recovery: a possible by creating trust among the customers method for assessing performance. Business in the bank. The trust is gained through Process Management Journal, 18(6), 5-5. satisfactory service recovery that leads to http://dx.doi.org/10.1108/ increase customers’ confidence toward the bank. 14637151211283366 To increase PDJ, banks should develop specific 5. Blodgett, J. G., Hill, D. J., & Tax, S. S. procedures and guidelines to help service (1997). The effects of distributive, counter staff and branch managers to recover procedural, and interactional justice on service failure such as waving the service fees postcomplaint behavior. Journal of Retailing, for the failed transaction due to bank’s mistake. 73(2), 185-210. http://dx.doi.org/10.1016/ To overcome such a situation , training programs S0022-4359(97)90003-8 should also be designed in such a way to 6. Bowen, D., & Johnston, R. (1999). Internal develop accurate and comprehensive procedures service recovery: developing a new construct. to address the customers’ complaints as quickly International Journal of Service Industry as possible to solve the issues within the Management, 10(2), 118-131. http:// justifiable timeframe. Service failure is a dx.doi.org/10. 1108/09564239910264307 nightmare for every organization. No matter Contemporary Management Research 479 how large or small the organizations, service 7. Buttle, F., & Thomas, L. (2003). Complaints failure is inevitable and it may tarnish the Handling in Australia: Evidence from reputation if nothing is done to rectify the Organisational Websites. Paper presented at problems, at the earliest. Therefore, service the Proceedings of Australian and New recovery should be a culture to every Zealand Marketing Academy (ANZMAC) organization. Focus should be given to the three Conference, Adelaide. dimensions of justice theory that have been 8. Chebat, J. C., Davidow, M., & Codjovi, I. mentioned earlier. Extensive studies have (2005). Silent Voices Why Some Dissatisfied proven that distributive justice, procedural

Research Explorer 112 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Consumers Fail to Complain. Journal of to Customer Complaint Handling. Paper Service Research, 7(4), 328-342. http://dx. presented at the 9th International Business doi.org/10.1177/1094670504273965 and Economy Conference. 9. Colgate, M., & Hedge, R. (2001). An 18. Hocutt, M. A., Bowers, M. R., & Donavan, investigation into the switching process in D. T. (2006). The art of service recovery: retail banking services. International Journal fact or fiction? Journal of Services of Bank Marketing, 19(5), 201-212. http:// Marketing, 20(3), 199-207. http:// dx.doi.org/10.1108/02652320110400888 dx.doi.org/10.1108/08876040610665652 10. Davidow, M. (2000). The bottom line impact Contemporary Management Research 480 of organizational responses to customers 19. Huang, W. H. (2010). Other-customer complaints. Journal of Hospitality and failure: Effects of perceived employee effort Tourism Research, 24(4), 473-490. http:// and compensation on complainer and non- dx.doi.org/10.1177/109634800002400404 complainer service evaluations. Journal of 11. Davidow, M., & Dacin, P. (1997). Service Management, 21(2), 191-211. http:/ Understanding and encouraging consumer / dx.doi.org/10.1108/09564231011039286 complaint behaviour: Improving 20. Johnston, R., & Michel, S. (2008). Three organizational complaint management, outcomes of service recovery: Customer Advances in Consumer Research, eds recovery, process recovery and employee 12. Brucks, M. and MacInnis, D., Association recovery. International Journal of Operations for Consumer Research, 24, 450-456. Duffy, & Production Management, 28(1), 79-99. J. A. M., Miller, J. M., & Bexley, J. B. (2006). http://dx.doi.org/10.1108/ Banking customers’ varied reactions to 01443570810841112 service recovery strategies. The International 21. Keaveney, S. (1995). Customer switching Journal of Bank Marketing, 24(2/3). http:// behavior in service industries: an exploratory dx.doi.org/10.1108/02652320610649923 study. Journal of Marketing, 59, 71-82. http:/ 13. Ennew, C & Shoefer, K. (2004), Service / dx.doi.org/10.2307/1252074 Failure and Service Recovery in Tourism: A 22. Kim, M. G., Wang, C., & Mattila, A. S. review, The Tourist: A Psychological (2010). The relationship between consumer Perspective, Raj. complaining behavior and service recovery: 14. Gelbrich, K., & Roschk, H. (2011). A meta- An integrative review. International Journal analysis of organizational complaint of Contemporary Hospitality Management, handling and customer responses. Journal 22(7), 975-991. http:// dx.doi.org/10.1108/ of Service Research, 14(1), 24-43. http:// 09596111011066635 dx.doi. org/10.1177/1094670510387914 23. Komunda, M., & Osarenkhoe, A. (2012). 15. Glaser, B.G. & Strauss, A.L. (1967). The Remedy or cure for service failure?: Effects discovery of grounded theory: Strategies for of service recovery on customer satisfaction qualitative research, New York: Aldine. and loyalty. Business Process Management Journal, 18(1), 82-103. http://dx.doi.org/ 16. Gruber, T., Szmigin, I., & Voss, R. (2009). 10.1108/14637151211215028 Developing a deeper understanding of the attributes of effective customer contact 24. Lala, V., & Priluck, R. (2011). When employees in personal complainthandling Students Complain An Antecedent Model of encounters. Journal of Services Marketing, Students’ Intention to Complain. Journal of 23(6), 422-435. http://dx.doi.org/10.1108/ Marketing Education, 33(3), 236- 252. http:/ 08876040910985889 /dx.doi.org/10.1177/0273475311420229 17. Hess, Jr. R. L., & Ambrose, M. (2010). The 25. Lau, G., & Ng, S. (2001). Individual and Four Factor Model of Justice: An Application situational factors influencing negative word

Research Explorer 113 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) of mouth behaviour. Revue Canadienne des 33. Snellman, K., & Vihtkari, T. (2003). Sciences de l’Administration, 18(3), 163- Customer complaining behaviour in 178. technologybased service encounters. 26. Malhotra, N. K., Ndubisi, N., & Agarwal, J. International Journal of Service Industry (2008). Public versus private complaint Management, 14(2). http://dx.doi.org/ behavior and customer defection in 10.1108/09564230310474174 Malaysia, appraising the role of moderating 34. Strauss, A., & Corbin, J. (1998). Basics Of factors. a. EsicMarket (September– Quantitative Research: Techniques And December), 27-59. Procedures For Developing Grounding 27. McCollough, M. A., Berry, L. L., & Yadav, Theory, Thousand Oaks, California: SAGE M. S. (2000). An Empirical Investigation of PUBLICATIONS INC. Customer Satisfaction after Service Failure 35. Tax, S., & Brown, S. (1998). Customer and Recovery. Journal of Service Research, evaluations of service complaint experiences: 3(2), 121-137. http://dx.doi.org/10.1177/ Implications for relationship marketing. 109467050032002 Journal of Marketing, 62(2), 60-76. http:// 28. Michel, S., Bowen, D., & Johnston, R. dx.doi.org/10.2307/1252161 (2009). Why service recovery fails: Tensions 36. Tronvoll, B. (2012). A dynamic model of among customer, employee, and process customer complaining behaviour from the perspectives. Journal of Service perspective of service-dominant logic. Management, 20(3), 253-273. http:// European Journal of Marketing, 46(1/2), dx.doi.org/10.1108/09564230910964381 284-305. http://dx.doi.org/10.1108/ 29. Peppers, D., & Rogers, M. (2004). 03090561211189338 Managing Customer Relationships, 37. Valenzuela, F. (2008). Managing Complaints Hoboken, New Jersey, USA: John Wiley and in the Chilean Retail Banking. Revista Sons, Inc. Contemporary Management Alcance, UNIVALI, Brazil. 15(1). Research 481 38. White, L., & Yanamandram, V. (2004). Why 30. Press, I., Ganey, R. F., & Hall, M. F. (1997). customers stay: reasons and consequences of What’s most important to customer inertia in financial services. Managing satisfaction. ABA Banking Journal, 89(9), Service Quality, 14(2/3), 183-194. http:// 73-74. dx.doi.org/10.1108/09604520410528608 31. Rich, N. (2004). Unfair fees: A report into 39. Yanamandram, V., & White, L. (2006). penalty fees charged by Australian banks: Switching barriers in business-to-business Consumer Law Cente Victoria. services: A qualitative study. International 32. Siddiqui, M. H., & Tripathi, S. N. (2010). Journal of Service Industry Management, An analytical study of complaining attitudes: 17(2), 158-192. http://dx.doi.org/10.1108/ with reference to the banking sector. Journal 09564230610656980 of Targeting, Measurement and Analysis for 40. Younas, A., & Jan, H. (2012). The Impact Marketing, 18(2), 119-137. http://dx.doi.org/ of Service Recovery on Customer Loyalty 10.1057/jt.2010.2 (Case company: Swedbank).Doctoral dissertation, University of Gävle.

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VOCATIONAL TRAINING TO PRISONERS IN TAMIL NADU Dr.C.Paramasivan Assistant Professor of Commerce Periyar E.V.R.College (Autonomous), Tiruchirappalli, Tamil Nadu ABSTRACT Prison is one of the complicated and pathetic places where the convict and under trial persons are lodged owing to their involvement in illegal or unlawful activities. It is the universal phenomenon which had an ancient history from the age old periods. The system and treatment of prison and prisoners have been changing because of growing evaluation of the human rights approach. In the early periods, prison was one of the places where the anti- social and anti-national persons were lodged, but now it has been changing, and even if the prisoners are convicts, they are treated as human beings and his/her rights are protected by law. Rehabilitation steps have been taken to create a new life after imprisonment is quite common in all around the world. This paper made an attempt to explore the performance of vocational training and prison industry in Tamil nadu. Keywords: Prison, prisoner, jail, convicts, undertrial, detenu, Borstal School, Introduction popular term which describes the prisons, which The words ‘Prison’ and ‘Goal’ are derived are categorized into the following types. from the Latin words which mean to “Seize” Prisons serve the public by keeping in safe and “cage”respectively. The oxford English custody those committed by the courts and Dictionary defines prison as, “A place properly treating them with humanity and helping them arranged and equipped for the reception of lead a useful life in society as law abiding persons who by legal process are committed to citizens after their release from the prison. it for safe custody while awaiting trial or Prison in India is an age old concept.In the early punishment”. With this view, the present paper periods; unused old forts were used as prison discusses the demographic profile of prisoners where the persons who acted against the in Tamil Nadu.(Raju.L.P 2014)The prison government were lodged. Studying the system as it operates today in our country is a demographic profile of prisoners is unique in legacy of the British Rule. It was the creation nature and it involves social understanding of of the colonial rulers over our penal system with the prisoners in the jail. This paper made an the prime motive of making imprisonment “a attempt to explore the demographic status of terror to wrongdoers”.In India, Jail is the prisoners in the country. Research Explorer 115 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Concept of Prisons additional accommodation was made in other Prisons. All the Prison buildings are more than A prison also known as gaol or jail is a place 150 years old. in which people are physically confined and usually deprived of a range of personal Table No 1 - Prisons in India and Tamil Nadu freedoms.(wikiperdia.org)The Online Oxford English dictionary defines prison as, “A buildingto which people are legally committed as a punishment for a crime orwhile awaiting trial.4” In our country “Prison” falls under state subject inList II of the Seventh Schedule to the Constitution of India. The administration of Prisons falls in the hands of the state Governments, andis governed by the Prisons Act, 1894 and the Prison Manual of therespective State Governments. Thus, States have the primary responsibilityand authority to change the current prison laws, rules and regulations. Prisons are the public institutions and therefore they must performthe function Source: Tamil Nadu Prison Department assigned to them by law. The law declares Table no 1 indicates that there are 9 central simply and preciselythat if individuals are prisons, 3 special prisons for women, 12 borstal convicted of crimes, they shall be placed on schools, 5 special sub jails, 9 district jails, 95 probation,fine, or undergo a sentence of sub jails and 3 open air prisons in Tamil Nadu. imprisonment. Men are thus sent to aprison as punishment. Strictly speaking, the law sends Vocational Training in Prison them not to bereformed but primarily to be held MihikaBasu (2013) nearly two years after in safe custody. Thus we can safely saythat till a report by Tata Institute of Social Sciences the last century the idea has been to keep the (TISS) recommended effective vocational prisoner in safecustody alone. The recent training programmes to improve employability tendency now is, of course, that prison systemis of prisoners post release, the higher and meant for reformation of the prisoners that they technical education department has decided to may return to societyas useful members and this extend its facilities to prisons in the state. A function of the prison is now termed major finding of his study was that while 48 asdiscipline.(B.S. Haikerwal) per cent of inmates had no job skills, almost 74 Prisons In Tamil Nadu per cent of them expressed the need for jobs after release. The Presidency Jail for women in Vellore, was the first prison constructed in Tamil Nadu Mission News wire (2012) “Building the during the year 1830 followed by Madras skills of India’s prison population is a key focus “Penitentiary” during the year 1837 and for reducing poverty and the potential for thereafter all other prisons were constructed one recidivism,” says Fr. Mark Hyde, Executive by one up to the year 1872. After Independence Director of Salesian Missions, the U.S. Central Prison, Puzhal was the only prison development arm of the Silesians of Don Bosco. constructed during the year 1981 and some “Providing educational opportunities while in

Research Explorer 116 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) prison helps youthlearn the skills necessary to placed fifth in gross earnings from products of have a productive life once they are released”. inmates with a revenue of Rs 11.56 crore. RAND Corporation report (2013) Prison Sold under the ‘Freedom Bazaar’ brand, inmates who receive general education and Tamil Nadu prison products made many heads vocational training are significantly less likely turn when they were displayed at the recently to return to prison after release and are more held Global Investors Meet in Chennai where likely to find employment than peers who do multinational corporate companies showcased not receive such opportunities, according to a their might. new RAND Corporationreport. Going by data released by the National Researchers found that inmates who Crime Records Bureau, the Tamil Nadu participate in correctional education programs government had spent Rs. 38.84 crore on have 43 percent lower odds of returning to prisoners lodged in 136 jails, including nine prison than those who do not. The estimate is central prisons, across the State in 2014. This based on studies that carefully account for expense included food, clothing, education, motivation and other differences between vocational courses and welfare activities. correctional education recipients and non- Kerala stood second in prison productivity recipients. The findings also suggest that prison with an inmate population of 7,078 and goods education programs are cost effective. valued at Rs. 21.43 crore. Paramasivan.C (2016) Vocational training On the rehabilitation front, Tamil Nadu is one indispensable training to enlarge the self- again topped with 961 prisoners being employment activities of the unemployed or the rehabilitated. “Sustained efforts are on to make underemployed, which make them as a viable sure that every inmate leaves the prison with manpower in the country. In the topical periods, employable skills which will help in merging skills and vocational training become budding with the mainstream workforce of the society. aspects to promote employment opportunity to Last year 2,185 inmates went through all. As such, providing vocational training to Elementary Education, 1,201 Adult Education the prison inmates is one of the innovative and 699 Higher Education programmes. About schemes which make the prisoners as a valuable 300 underwent computer courses,” the official resource and also it helps to generate income said. for them to meet their dependents.Vocational training to the prisoners will make them as self- As many as 4,951 prisoners who could not employee entrepreneurs after their afford or engage legal counsel were provided imprisonment is over. Therefore vocational free legal aid in association with the Tamil Nadu training to prison should be strengthened and State Legal Services Authority. various types of vocational training should be The object of vocational training to the offered. prisoners is reformation and rehabilitation and The Hindu (2015)in the article of Prisons with this objectivein mind training in various in Tamil Nadu top in productivity, simple trades like plumbing, simple electrical Productivity in Tamil Nadu prisons has topped wiring, painting including sign board writing, the country with a total earning of Rs. 36.97 brick making isoffered and prisoners are crore last year.With an inmate population of awarded with certificates by State Council 15,784, the State has also topped in prisoner Vocational Training to enable them to seek rehabilitation, thanks to a variety of educational/ employment after their release. vocational courses. In 2012, the State was

Research Explorer 117 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Table No 2 details of Vocational Training Prisoner’s Education Q Hayat(1983) numerous reports dating back to the end of the 19th century have pointed to the need for educational programs in prisons. However, the basic penal philosophy is one of deterrence and retribution. Prisoner education remains largely neglected. The prison education program includes both general education and vocational education. Further needs are proper supplying and staffing of libraries, improved vocational education, provision of television and radio facilities to inmates, and adequate funding. The Hindu(2012) Community college education fosters hope among prisoners, Ten convicts undergoing life sentence at the Special Prison for Women, Tiruchi, have recently completed a beautician course conducted by the Mahatma Gandhi Community College. The year-long course was initiated by the community college in January 2011 and was taught by LathaThiruvengadam, a beautician appointed by the Tamil Nadu Open University. The final exams, which were conducted over four weekends in February, tested candidates for theoretical as well as practical knowledge. The beautician course covered a variety of treatments like threading, waxing, facials, and scalp massages, acupressure head massages to relieve headaches, hair colouring, manicure, pedicure, hair dressing, and preparation of herbal hair oils and complete bridal make-up. “During their practical exams, the candidates were allowed to use other inmates as their models, so that even they had a chance to experience such things.” After their release, the students will have to work at some parlour to gain practical experience before starting off on their own, she added. “Once they begin their own parlours, these women can make up to Rs.15,000 in the initial stages.”The course is one among the various vocational courses being taught by the Mahatma Gandhi Community College.10 life sentence convicts at Special Source: Tamil Nadu Prison Department Prison for Women complete beautician

Research Explorer 118 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) course.Conducted in collaboration with local Table no 7 explains the prisoner’s education community colleges and the Indian Centre for and vocation training through N.G.O’s Research and Development of Community participation. There are 2217 prisoners who Education (ICRDCE), the courses and training studied vocational training course as on programmes are available across nine central 31.08.2008. During the year 2006-2007, 60 prisons in the state. prisoners were trained in cup and plate making, 105 in tailoring, 20 in readymade garments, 12 Speaking about the courses offered to prison in bakery industry and 2280 were trained in inmates, Father Xavier Alphonse S.J., Director, computer training. ICRDCE said, “In January 2010, we registered around 261 inmates from Central Prisons in Table No 4 The Non-Governmental Puzhal, Vellore, Cuddalore, Palayamkottai, organizations are running industries in Salem, Madurai, Coimbatore and Tiruchi. The prisons first batch under this set up is being trained to become DTP operators, beauticians, and computer operators, catering assistants, four wheeler mechanics, electricians and plumbers.” Besides these vocational training courses, the community college also trains inmates who have studied up to class VIII to take the SSLC and Plus Two examinations. The training programmes impart training in life-coping skills and work skills, besides including an internship, preparation of resumes, applying for jobs and grooming for interviews. Table No 3 - Prisoner’s Education and Vocational training through N.G.Os’ Participation

Source: Tamil Nadu Prison Department

Research Explorer 119 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) to divert their concentration into the productivity and income generation aspects which help their family members also. This kind of vocational training should be given to all the prison inmates their basic knowledge and skill should be identified based on which vocational training should be given with the help of NGO’s Academic institutions, training centre and voluntary trainer. Providing vocational training is not only giving training but also it is one of Source: Tamil Nadu Prison Department the best ways of rehabitation measures to the prisoners. Conclusion References Vocational training is provided to enhance the skills in a particular field which helpsone 1. For details see: http://en.wikiperdia.org/ become an independent worker or gainself- wiki/wiki/prison/definition, (Accessed employment to generate income by the person. on10.05.2013) Vocational training may be of different 2. For details see: http:// categories for different aspects depending on the Oxforddictionaries.com/definitions/english/ nature of work and capacity of the trainee. In prison?q=prison, (Accessed on 10.05.2013) Tamil Nadu, almost all the central jails are 3. B.S. Haikerwal, A Comparative Study of giving vocational training to their inmates Penology, Ram Narayan Lal Law particularly to the men convicts Weaving, Publisher,Allahabad, (1979), p. 97. Tailoring, handle making , bricks making, 4. The oxford English Dictionary, Vol – VIII, carpentering, sanitary napkin making, computer P.1385. training are the major vocational training in the 5. Raju.L.P, Historical Evolution of Prison central Jails in Tamil Nadu. Providing System in India, Indian Journal of Applied vocational training to the prison inmates helps Research, Volume : 4 | Issue : 5 | May 2014

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SOCIAL SCIENCE RESEARCH IN GLOBALISING INDIA- RECENT TRENDS Dr.N.Murugeswari Professor of Women’s Studies & Publication Officer (i/c), Bharathidasan University, Trichy-24. Bonita Lynette Cooper Ph.D Reearch Scholar, Dept. of Women’s Studies, Bharathidasan University, Trichy-23. Abstract Social science research in India has under come serious criticism in recent years for not having met expectations in terms of analyzing some basic structural aspects of the economy and society that have emerged, particularly in the wake of the India’s quest for globalization, meeting some internationally set standards of quality and providing inputs for policy and teaching in higher education. Was it the increasing trend of lack of resources, commercialization and privatization of social science research in recent years. Was social science research meeting these expectations in earlier years? Has there been a qualitative change in the scenario in the recent years? What factors are responsible for this change? What major changes are required to remedy the situation? Are some of the ‘reforms’ being currently advocated likely to improve the situation? These and related issues are examined in historical and contemporary perspectives in the paper. Key Words: Social Science, Globalization, Trends, Historical perspective Introduction could best fulfill the above expectations. Were In general, social science research is these expectations being fulfilled adequately in expected to enhance understanding of the earlier years? And how and why are they not society, its functioning and changes; provide being fulfilled by social science research in inputs for policies for socio-economic ‘recent years’? management and development; and, generate ideas and information that could be used for Teaching and research in social sciences teaching at various levels of education. As such started in India with the introduction of the social science research renders vital services to modern university system in the latter half of the society and, therefore, deserves to get the nineteenth century. Social sciences formed adequate public support and funding. Social a part of the higher education system in line with scientists, on their part, are expected to carry the British tradition of liberal education. In the out research on themes and in a manner that beginning, education in social sciences naturally

Research Explorer 121 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) aimed primarily at dissemination of the concepts economic variables. Most research attempts, and theories in vogue at the time in European, however, stopped short of formulating especially in British Universities. alternative hypotheses, propositions and Simultaneously with the emergence of national theories. The nature of research was also shaped, movement for independence, however, a limited to a large extent, by the dominant yet significant trend developed to question the methodological framework utilized in most application and usefulness of Western theories studies. By 1960’s, Indian social science, and concepts in the Indian context. influenced by the contemporary American tradition to which many Indian social scientists Such a trend, however, did not gather much had been exposed, had imbibed a strong strength due to the colonial government’s positivist and quantitative approach in its hostility to anything that resembled protest research. It, no doubt, helped bring precision against the British dominance. Yet, along with and specificity in research work, but at the same the growth of a positivist – theoretic tradition, time, promoted an approach in which the method a significant body of thought and literature (the means) became more important than the exploring new path for India’s socio-economic result (the end). Greater the ‘sophistication’ regeneration after the impending political used, better was considered to be the quality of independence emerged particularly during research. Contribution to understanding and 1930’s and 1940’s. Higher education system policy became secondary to the exercise of expanded at a rapid rate as a part of the research itself. Technique virtually triumphed programme of planned socio-economic over theory. Rigorous efforts were made to development. Management of development at improve identification and specification of various stages and levels required increasing variables with useful but still inadequate results. number of educated and trained people not only But emphasis on quantification led to the neglect in technical and scientific fields, but also in of non-quantifiable, structural and institutional social and economic disciplines. Development variables, which have a vital role in economic process threw up numerous and diverse and social processes in India. problems that required research and analysis to arrive at strategies and solutions. Approaches Methodological innovations and the ascent to study, however, became more discipline- of quantitative approach nevertheless led to based and specialized, as against the holistic rapid increase in the quantum of research, and interdisciplinary approaches of studies particularly in Economics. Availability of new earlier, both because of the more specific nature data, specially with large scale surveys on of the problems requiring study and discipline different aspects such as consumption and based specialization that grew with expansion employment (by National Sample Survey of higher education. Organisation – NSSO) also aided significantly in the quantitative increase in research output. At the same time, availability of more Also, increase in the number of social scientists experience – based data and empirical material with expansion of university departments and which cast doubt upon the validity of received setting up of new institutions was another theories, led some researchers to raise questions significant factor in leading to a boom in social on the application of Western concepts and science research in 1970’s and 1980’s. propositions for explaining the socio-economic Increasing importance given to research phenomena in India. A large volume of empirical publications in selection and promotion of research resulted in this process, which quite teachers in the universities added its own often helped in examining certain accepted contribution to this quantitative spurt in research propositions on relationship among socio- output. Empirical research using quantitative Research Explorer 122 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) techniques got preference over historical- funds for social science research and deductive research, due to its quick yielding establishment of the Indian Council of Social nature. Research-Policy Interface Research Science Research (ICSSR) are testimony to based on empirical data and material also government’s interest in promoting social yielded results and implications that could be science research of both varieties. Clearage used for short and medium term strategies, between Research and Teaching Side by side policies and programmes for development. Some the vast expansion in social science research, research was undertaken to evaluate the ongoing there developed a cleavage between teaching policies and programmes and its findings were and research both because of the nature of used to revise, modify and change them. Both themes that got importance in research and autonomous research by social scientists and location of research away from the teaching that sponsored by government agencies with departments in the universities and colleges. specific objectives of examining the Most researchers, as noted earlier, examined performance of policies and programmes found specific questions of short-term nature relating use in decision making. Most research was, to a specific phenomenon or a programme or a however, what the policy makers termed as policy with limited goals and objectives. There ‘academic’, meaning not of use for policy was not much research that contributed to making. secular long term questions of structural relationship in society and economy which could On the other hand, many researchers often have contributed to the development of also did not care to work on subjects and choose propositions and conclusions of more general questions of direct relevance for policy: in fact, and lasting nature to be included in the syllabi such research was treated as of inferior variety. and teaching. Findings of the large variety of Thus the idea of an inevitable and direct empirical research, each with limited scope did relationship between analytically sound not lend themselves to some definitive scientific research and rational policy conclusions and generalizations so as to easily formulation was often lost and a false dichotomy form parts of the course contents, textbooks and between ‘academic’ research and ‘relevant’ classroom instructions. A more important reason research developed. This dichotomy for widening cleavage between teaching and notwithstanding, there occurred a vast increase research was the separation of the personnel and in the quantum of empirical research during the location of the two activities. 1970’s and 1980’s. There were two basic reasons for this expansion. First, the social and Till about the middle of 1970’s, most economic transformation that was taking place research took place in the teaching departments under the planned process of development threw of Universities. It was undertaken by teachers up issues not only relating to the effectiveness and, therefore, could get incorporated directly of the government programmes and policies, but and quickly, if not spontaneously, in teaching also concerning the structural changes, inequity and reference material and class room and emerging social and economic distortions. instructions. A system of encouraging research among teachers by making ‘contribution to Many social scientists obviously found knowledge’ as an important criterion in challenging themes for research in these appointment particularly at higher than the developments. Second, even though primarily initial level, had been in place in the Indian interested in promoting research of direct university system from as far back as 1920’s relevance to policies and programmes, the (Shah, 2005). Separation of teaching and government in the process also provided support research had taken place in physical sciences for ‘academic’ research. Availability of larger rather early as an unintended but inevitable and

Research Explorer 123 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) undesirable consequence of the establishment researches were carried out on the need and of a large number of research laboratories ways of improving and reorienting the planning outside the university system soon after system and effectiveness of its implementation, Independence with the objective of but the necessity and desirability of planning strengthening the scientific research system in itself were rarely questioned. the country. It was recognized and accepted that the It started in social sciences during 1970’s traditional social structure based on caste system when a number of non-teaching research is unjust and needs to be abolished and, in any institutions came up either under the auspices case, discrimination based on caste must be of ICSSR or, independently induced by the eliminated; and, that untouchability is a social availability of larger research funding. An evil and must be eradicated. Objective studies increase in teaching load, which was also were undertaken to expose these distortions in formalized as ‘norms’ by University Grants the social system and to examine how they were Commission around that time, in any case left changing and could be removed. Researches very little time for research for teachers in most were also undertaken on nature and causes of university departments and colleges. Those communal and regional tensions with the interested and able to put in extra effort also underlying idea of establishing harmony and found it difficult to carry out any sponsored national integrity. Modernization of the social research on a project mode due to rather rigid and economic structure of the country had bureaucratic financial and administrative similarly been a common cause both of procedures in the universities. University development agenda and social science research research got mostly confined to doctoral degree though there have been differences among social dissertations the quality of which also scientists as to what ‘modernization’ should deteriorated due to lack of adequate rigorous mean. supervision. Ideological Parameters of Indian While the basic parameters of the national Social Science An important feature of social ideology of development were accepted by science research during the first three decades social scientists in general, there was, however, after independence that needs to be noted is its no similar endorsement of the means and actions ideological orientation. Research foci and through which the nationally accepted goals themes mostly endorsed the basic ideological were to be achieved. Social scientists, in fact, premises of social and economic development constantly questioned through their research, that evolved during the independence movement publications and discussions, the routes and and got incorporated in the philosophy of socio- strategies adopted by the government economic development followed after irrespective of which political group constituted independence. it. There was hardly any major policy initiative The basic tenets of democracy, freedom, of the government that did not evoke critical secularism, equality and social justice, as comments from social scientists. With the enshrined in the Indian constitution, specially exception of instances under emergency during the Directive Principles of State Policy were 1975-77, critical and dissenting views were accepted by the mainstream social scientists as heard and often accommodated by the state. It desirable goals; they were rarely questioned and can be reasonably argued that to a certain extent, were taken as given parameters of research in the dissenting voices, including those of the economic, social and political issues. Planning social scientists, contributed to the balanced as a system of management and development of character that most social and economic policy the economy was also, by and large, endorsed: measures in India obtained. Thus, ideology of

Research Explorer 124 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) industrialization was pursued along with among social science disciplines, in terms of emphasis on agricultural and rural development; relevance for identifying, diagnosing and large scale industrialization was sought to be treating the problems of Indian society. It was counter balanced by special attention to the mostly the economists who were involved in development of small scale industries; positive official bodies in policy making as experts, discrimination in favour of disadvantaged advisors or consultants, and it is they who were groups was combined with efforts at integrated in demand for undertaking research for policy development; tribal development programmes making. As a consequence, Economics have been a mixture of preservationist and experienced the fastest expansion in multi- modernizing measures; and, public sector disciplinary institutions and universities, in hegemony of ‘commanding heights’ was terms of faculty and enrolments as well as combined with encouragement to the growth of resources available for research. While there private sector – the so-called ‘mixed economy’ may have been no grudge from other disciplines strategy. against the disproportionate share Economics received in public visibility and resources, the Such balance in policy may have been relative neglect of study of other disciplines and primarily necessitated by the objective specially, the decline in interdisciplinary and conditions prevailing in the society and also multi-disciplinary approach in research resulted from the political compulsions of a constrained the development or a fuller and democratic polity, but significance of public integrated understanding of the complex debate, including that from the social scientists problems of the Indian society. based on their research and discourse, in bringing it about, cannot be denied. Primacy of Within the discipline of Economics, Economics Different social science disciplines, however, different approaches and schools of however, did not get equal space and importance thought prevailed. Thus in spite of a dominance in public discourse on development. Major of neoclassical, marginalist and positivist concerns of India as a politically independent tradition in the West, there occurred a nation were seen to be economic in nature, and resurgence of classical, institutional and Marxist it was assumed that economic development traditions as they were often considered to be would lead to resolution of most social problems better suited to explain and devise solutions to as well. Social scientists, by and large, accepted the problems faced by Indian society. Yet, these propositions, notwithstanding some research and writings with different approaches questioning of this ‘deterministic’ approach. and ideologies grew and received Sociological and anthropological research did encouragement and support from the state and throw up some evidence to suggest that civil society. Different conclusions and opinions economic growth not only does not solve all arising out of research and studies with different problems, but could also lead to emergence of approaches were welcome and often some new problems. accommodated in public policy making. Recent Developments and Concerns Most of the trends The dominant view, however, continued to and features of social science research described be economy-centric; resolution of social above have continued in recent decades as well. problems of inequity and exclusion were sought within economic domain, by reorienting the But there have been both quantitative and pattern of growth to make it more equitable and qualitative changes that have given rise to new by adopting special measures, mostly economic, features some of which do not appear to auger favouring the poor and the disadvantaged. As a well for the future of social science research in result, Economics attained the major importance India. More important of these developments

Research Explorer 125 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) and concerns are described in the following Development planning was seen as a paragraphs. Narrowing of Space for Social complex process involving economic, social, Sciences in Rapidly Expanding Higher political and spatial dimensions, for which it was Education System The quantitative expansion necessary that inputs from different social of higher education system, which provides the sciences were used. In recent decades, the basic source for development of social sciences, importance of planning itself has declined and has taken place at a much faster rate during the whatever planning is practised is supposed to last two and half decade than in the earlier years. be market – centered, mostly involving linear In 1950-51, there were 27 universities, 370 rather than structural relationships (GDP growth general and 208 professional colleges; their can solve all problems, no need to bother about respective numbers went up to 184, 4862 and structural and distributive aspects in 886 by 1990-91 and 350, 11698 and 5284 by development. But even among them those 2005-06. The number of university level conforming to official thinking are in demand, institutions is reported to have gone up to 450 those with dissenting views are kept at a safe by 2010. There are, however, changes in the distance. Researches that justify official policy composition of these institutions that have are referred to with approval while those critical reduced the share and importance of social of it are ignored. Usefulness of research is seen sciences in higher education. A large number of in terms of the support of the government action, the new institutions have come up in the not of constructive criticism which often tends professional and technical fields. Many, and, in to make powers that be rather ‘jittery’. As a fact, majority of them in recent years, have been result, support for balanced and diversified started by the private actors where again research is becoming increasingly constrained. ‘paying’ and ‘self-financing’ courses have gain from it. precedence and social sciences have limited The role of social scientists and social scope for offering such courses. science inputs is limited in such a policy Research, in general, and social science environment. Questioning Mode on a Decline research, in particular, finds hardly any place The new policy perspective and attitude towards in most of such new private and professional social science research with different outlooks institutions. Thus it appears that the rapid have also influenced the selection and treatment expansion of higher education system in the new of research themes by researchers themselves. phase coinciding with India’s quest for Thus the longer term structural issues are globalization is marked by a narrowing down generally ignored while short-term causes and of space for social sciences in the institutions consequences of sporadic events and phenomena of higher education as well as the scope of attract most attention. Concerns about poverty research in social sciences in the higher persist, but more research is done on how education system. This may be contrasted with NREGA programmes are functioning than on a strong positive association between expansion how the high economic growth of the past in higher education and social science decade is distributed. ‘Inclusive’ rather than development during the first thirty years of ‘pro-poor’ growth becomes the rallying point Independence. Declining Demand for Social for researchers because the former has replaced Scientists and Social Science Research the latter in official development strategy. In a Similarly, the use of social sciences in globalised world, it may look stupid to talk of development planning and policy making which ‘self-reliance’, but the long term sustainability saw an upsurge during the first three decades of a growth that is led by export of services is after Independence seems to have declined. not seriously examined. The function of social

Research Explorer 126 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) science research is to enhance the understanding sponsors, irrespective of whether they are public of and critically analyze the pace and pattern of agencies, private foundations or international development and change. This task was organizations, have their own agenda and goals performed by social scientists very credibly that the researchers have to pursue. Increased during the first three to four decades of use is made of ‘tendering’ or ‘bidding’ to award Independence as pointed out earlier in this paper. research projects, in which a scholar, an agency The same cannot be said with confidence for or institution with best research credentials need the past two decades. Social scientists have not not necessarily be selected. And among the been able to explain contradictions in economic actors in research, a new breed of organizations, and social development that have emerged over private consultancy companies, have emerged the past decades. as an important addition to the previous three, Growing socio-economic inequality, namely, the universities, research institutions stickiness of caste labels and persistent and government agencies –– all supported by dominance of primary relationships despite public funds and operating on a non-profit rapid changes towards ‘modernization’, and principle. Research is thus being “driven by the increasingly extreme and violent forms that interests and concerns of sponsors as district social conflicts have taken in recent years, have from public interest” (Vaidyanathan, 2008). not found adequate explanation in social science It is natural and perfectly justified for a research. In fact, not many social scientists have funding agency to support or sponsor research ventured to study these phenomena. There are that it could directly use to advance its goals. more studies evaluating the processes and So a government department or ministry impacts of government programmes that are supports research that helps better formulation expected to alleviate poverty and backwardness and implementation of policies and programmes than those attempting to identify social and in the areas in its jurisdiction. A private company economic causes and processes that result in and tend to perpetuate poverty, inequality and gets researches carried out to increase its deprivation. Thus the studies, at best, point out business and profits. Even so-called charitable the weaknesses in implementation as the cause endowments and foundations have specific of ineffectiveness of programmes, but do not objectives to achieve through research they examine whether the programmes really strike support. The problem is not with the expansion at the root of the problems. Increasing of research in these categories as such. It lies in Commercialization and Privatization of Social the shrinkage of funding for research that could Science Research Like all other aspects of enhance knowledge in all aspects of social society, social science research has also seen a science disciplines, so as to improve overall sharp rise in commercial orientation and understanding of socio-economic development increasing role of private enterprise. Financial and its processes and which could also be used support for research has become more motivated to upgrade the contents of teaching in social by specific, short-term and often commercial sciences. concerns. General support for academic The cleavage between research and teaching research for advancement of social sciences, and which was noted to have taken place earlier particularly support for institutional capacity because of the compartmentalization of the two building, has declined. activities between different institutions and Most research funding is project-based scholars, is bound to increase with the above where the objective, scope and often even trend in the nature of research funding and methodology are specified by the sponsors. And consequent contents of social science research.

Research Explorer 127 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Conclusion institutes and those in research institutes get opportunities to teach in the universities. In fact, The trends described in above paragraphs it would be most desirable to develop a system obviously do not auger well for the future of of deputation of scholars from one to another social science research in the country. For type of institutions on a regular basis. It is often healthy and balanced development of social observed that the statutes, traditions and sciences it is imperative that adequate space is political dynamics of old, especially state, available for independent and diversified universities come in the way of forging such research. In other words, there should be enough links. A suggestion, in this regard, to connect scope for the social scientists to be able to the research institutes with the new central undertake research on the themes of their choice universities (Chatterjee, 2008) deserves very and with the scope and method they consider serious consideration. appropriate. That is possible only when adequate support is available for social science References research that is not tied with any particular 1. Chatterjee, P (2008) ‘The Near Future of theme or approach. Such support should consist Social Science Research in India’, Economic both of the block financial assistance for and Political Weekly, February institutional development and capacity building 2. Deshpande, Satish (2008) ‘Declining and for research projects and programmes Simplistic Narratives’, Economic and proposed by individual or groups of social Political Weekly, February, scientists. At the same time it must be ensured 3. EPW (2007) ‘Whither Social Science that the social scientists, individually and as part Research?’, Economic and Political Weekly, of institutional teams take serious interest in September pursuing research in themes of larger and long- 4. Guha, R (2008) ‘Autonomy and Ideology’, term concerns of society. For while lack of funds Economic and Political Weekly, February could be one reason for a decline in social science research, “inability or unwillingness of 5. ICSSR (2007), Restructuring the Indian Council of Social Science Research, Report individuals and institutions to forge long-term of the Fourth Review Committee, New Delhi, inter-disciplinary research programmes and Indian Council of Social Science Research strategies” could be another equally important (Vaidyanathan Committee). reason. 6. Papola T.S. (1984) ‘National Perspective on Finally, it is time that serious thought is given Social Science Development in India’, paper to bridge the gap between teaching and research. presented at the Conference of the Asian In the first instance, it is important that the Association of Social Science Research teaching departments in universities and Councils (AASREC), Sydney, October 1983 colleges are strengthened to undertake research. ASSI Quarterly Newsletter, December. Not only more funds need to be made available 7. Papola T.S. (2010) ‘Social Science in to them, but the university administration should Globalised India’, Keynote Address at IASSI also become more research friendly and suitable Conference on Social Science Research and incentive structure – both financial and Education: Trends and Issues, Giri Institute professional should be evolved to encourage of Development Studies, Lucknow 06–07 teachers to undertake research. Second, December. mechanisms should be found out to forge active 8. Shah A M (2005), ‘Higher Education and links between research institutes and university Research: Roots of Mediority’ Economic and departments so that teachers in the universities Political Weekly, May 28 – June 04. can participate in research programmes of

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E-MENTORING PRACTICES AND ITS IMPACT AMONG STUDENTS OF MANAGEMENT STUDIES Dr.A.Hemamalini Principal S.S.Arts and Science College (Co-Ed), A.Thekkur Abstract The system of Mentoring was started right away back to the period of Greek meaning enduring – is defined as a sustained relationship between a youth and an adult. Mentoring programs are one of the best means of bringing a person who can represent the concern and support of the teachers into the lives of youth in B-Schools. With the explosion in the information availability, attributes of knowledge based society like thinking, liking, guiding, utility and many more changing very fast. The present scenario of Information Technology it is rightly said, “the whole world is at your finger tip”. Stealthily, the Mentoring system is supported and replaced with the E-Mentoring. In this paper, the mentor-mentee relationships are well defined and their respective roles and responsibilities are brought out clearly. Further the paper also describes the do’s and don’ts of E- Mentoring and the styles of E-Mentoring, process and benefits to the either parties of the E- Mentoring. Keywords: Mentoring, E-Mentoring, mentee, effectiveness, development, self-esteem Introduction relationship that aims to provide professional Mentoring is a relationship or partnership development, growth and varying degrees of between two people in which one person (a freedom. mentor) helps another person (a mentee) to E-Mentoring can bring mentors and mentees develop and grow over time in their work, together for long and in-depth, productive, knowledge, thinking and personnel effectiveness mutually beneficial interactions when the same within a safe, supportive, but challenging couldn’t happen (for logistical reasons) face- environment. to-face mentoring. Formal E-Mentoring is a structured and What is E-Mentoring? coordinated approach to mentoring where individuals (usually novices as mentees and E-Mentoring began to gain popularity more experienced persons as Mentors) agree to around 1993. E-Mentoring is a means of engage in a personal and confidential providing guided mentoring relationship

Research Explorer 129 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) between person/teachers and students, largely tool. through Email or through telephone. · No gestures, body languages communication E-Mentoring is a convenient way to get is counted students and Faculty/corporate employees Objectives of the study: matched in mentoring relationship. And, the program model is flexible so teachers and 1. To enumerate factors of E-Mentoring that business partners shape the program to fit their operates among the students of Management needs. Studies. It provides the advantage of transcending 2. To identify how E-Mentoring factors affect geographic boundaries and time constraints Management students in enhancing their through on-line communication. It helps to career advancement. young professionals to find their way in the Survey statistics profession. Mentoring appears to be one of those good win-win ideas we affirm but have difficulty No of Students for each Mentor followed out implementing. in Management Schools Commonalities in Mentoring and E- Mentoring · A caring relationship · Fostering of the young’s skills by a more experienced person. · Consistent, regular communication · Easy accessible Ratio of Students preferred by Mentor · Building Commitment · Instilling confidence, self-esteem and self- dependency · Crisis Management/Problem solving resources · Sharing of knowledge, information on the constant changing scenario of the Organisation. Problem Attributes faced by the Mentees · Motivating the slow learners/achievers. Differences in Mentoring and E-Mentoring · Communication occurs mostly through e- mail or telephone · Time bound relationships · Monitoring procedures may differ · Communication mostly done online · Traditional mentoring is used as an allied

Research Explorer 130 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) E-Mentoring systems helps aspiring the To the trust as the foundation of the relationship Managers of tomorrow mentors give mentees a secure platform to try out skills, ideas and roles. b) Practical Implementation Skills: The mentor’s role can be compared to that of birds guiding their young in leaving the nest. They support without rescuing, provide Results scaffolding, and experience, the students speed a. Trustworthiness past learning basic routines and get on to the job. They enjoy a fast link up between what was Trustworthiness is the major variable that learned in the classroom and what is needed in attributed the relations between mentor and the the workplace. Exploring low experience is mentee. The TRUST is an acronym of transformed into expertise, we can identify three Trust Honesty must be the first priority. It types of learning – trial and error, observing is the core for building trust. an experienced person and guided learning. Rapport Using listening skills effectively The latter, they suggest is characteristic of the most effective mentoring. The knowledge Unearthing Revealing all prevalent issues acquired, is thus constantly reinterpreted and Strategies Considering various options developed through practice and term end evaluation. Tactics action Steps. · Keep a balance between dreams and current To maintain trustworthiness, the following reality guidelines can be followed out · Focus on practical examples of goal · Do not share things said in confidence achievement/non-achievement · Keep to agreed upon schedules and rules · Make sure that the tangible outcomes from · Keep criticism of each other within the the meetings. relations. By using weighted average method, the · Show active respect researcher inferred that for practicing E- mentoring, the technical knowledge of the · Follow through on commitment Computer and the Internet usage should be · Admit mistakes imparted. The Mentor should communicate the problems or the mode of applications that can · Respect cultural and gender differences be employed in their future workplace. · Respect intellectual property. c) E Mentoring replace traditional During the research, the researcher put forth Mentoring: the question on the comfortability of asking 50 percent of the respondents agree that E questions through mail and the continuance of Mentoring can be utilized as an alternative to mentoring process even after the mentoring face – to – face mentoring if the traditional period is over. The question was put on a five mentors not available in sufficient numbers. 40 point scale from the Strongly Disagree to percent of the respondents agree that e Strongly agreeable stage. The respondents, out mentoring will replace traditional mentoring as of the weighted average method, found to be an its usages are high and catering the modern Agreeable and strongly agreeable respectively.

Research Explorer 131 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) mechanical and competitive world. 10 percent tracking procedures and monitor diligently. They feel that the ementoring will not replace use a secured email environment. They are traditional mentoring as ementoring has some provided knowledge and adhered to the law of its own barriers. affecting youth service programs. A co-ordinator is maintained at both the levels. At Mentee site, d) Reliable technology: the co-ordinator advocates children and help 85 percent of the respondents feel that the them solve problems. At mentor site, he supplies technology maintained are totally reliable, fast information, technical assistance and mentoring and secure. The remaining 15 percent of the oversight. Online safety measures including respondents feel that they lack on technological maintaining confidentiality, conduct codes, or trouble shooting competency, inadequate secure communications are ensured. access to computers/internet time for youth, lack f) Appropriate Training and Expectation of ongoing relationship monitoring, support and setting:- program management, lack of consistent communication between mentoring partners. No Around 80 percent of the respondents are contingency plans in case of a staff turnover. confirming that the training is provided and there Failures are met to implement specific policies arouse expectations among the Mentees. The and procedures for ensuring youth safety, remaining 20 percent of the respondents feel that terminating unsatisfactory mentors or mentees, the training should be little more improvised or concluding satisfactory matches. catering to the needs of the Mentee’s expectations. The E Mentoring program In addition, both have social and personal provides orientation training on the goals and commitments. Both should be responding to the procedures and format options for delivery. email in a timely manner and due Technical requirements are also provided. Some acknowledgement should be provided. Respect of the expectations that are aroused among for one another and the courtesy of a timely reply Mentees: Improved Writing skills, improved are essential for a good relationship. self-directed learning, improved ability to Courtesy and professionalism is expected on become proactive learner, improved self both sides of the relationship. Set limits, if awareness. Most of the e-mentees want to necessary. As a mentor, if much of your work is continue emailing the mentor even after the confidential or deals with proprietary ementoring program ends. information, share that with your mentee as g) Screening of Mentors: appropriate. If it is better to use an alternate email address because of constraints at work or As per to the study made, the researcher system security, let your mentee know that. found 60 percent of the respondents opined that the mentors should be screened properly along e) Protections for Privacy and Safety: with their profile, adequate training should be Out of the 30 student’s respondents 75 given to the mentor before they initiate the percent are highly satisfied with the available mentorship. 20 percent of the respondents feel protections for e- mentoring. E Mentoring that the profile of being at corporate level with programme maintained secluded protections for age old experience can make out the screening. Privacy & Safety. The respondents responded The remaining 20 percents were standing neutral that the safety of youth be protected on to the Comments. conducting through screening of potential h) Benefits of E-Mentoring: matters. They adapt existing program safeguard measures to cyberspace. They establish good The qualities of mentor were correlated to

Research Explorer 132 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) the Benefits of E-Mentoring. The variables improvement and self-regulation for an effective identified to the benefits of E-Mentoring were outcome. B-Schools need to develop good Increase in Self Confidence, Develop better practices in teaching-learning and establish interpersonal skills, Improve Communication benchmarks in this context. Skills, Learning to be a Hard worker, The Ementoring program as such is a very Discovering and discussing how to be effective program and it is an opportunity to tap successful, exchanging new ideas, gathering into the knowledge and experience of seasoned knowledge, discovering talents, discussing one’s professionals. E Mentoring is a chance to strengths and weaknesses, finding out job market potentials and about industry happenings · Enhance one’s understanding of a and overall personality development. The specialized field or technical discipline. variables identified to the qualities of a good · Benefit from practical career advice on day- mentor are self confident, Good Interpersonal to-day issues. Skills, Persuasive/convincing, Motivating, Has the right attitude, is a good caretaker, friendly, · Obtain guidance as the student’s transition organized, encouraging pleasant personality/ into the working world. approachable good leader and Updated on the As to face the competitive world, where there latest happenings in the Industry. The researcher is a question of survival arises, there arises a found the result obtained out of correlation, that crucial situation for the students to mould the value of ‘r’ is 0.57, which shows the positive himself/herself catering to the emerging needs correlation between the qualities of Mentor and of the atmosphere. Definitely, the E-mentoring the benefits obtained out of E-Mentoring. may pave a way for the successful life. Conclusion Reference We need to understand that Management 1. http://www.e-mentoring.eu/, http://www.e- Education is going to face challenges in the mentoring.net/, https://en.wikipedia.org/ upcoming competitive Organizational wiki/E-mentoring Challenges. It should aim for continuous

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EMPOWERING VISUALLY IMPAIRED WOMEN BY HEALING THEIR LIFE IN FEMINISTIC PERSPECTIVE T. Poongkothai Ph.D Research Scholar, Dept. of Women’s Studies, Bharathidasan University, Tiruchirappalli Abstract This paper, an empirical paper, which is entitled as “Empowering Visually Impaired Women by Healing their Life with Feministic Perspective” was prepared based on personal visits and involvement in a rehabilitation center, explains the way in which visually impaired women are becoming empowered by healing their life with feministic approach Participatory observation methodology. Information was gathered through instructed interactive way. This paper aims to adopt feministic approach for the empowerment of visually i mpaired women. Key-words: Visually impaired women, Counselling, Feministic Approach, Empowerment

Introduction is infectious. Cataract is a clouding that causes The women excluded by nature due to their dullness in the eye lenses. It usually occurs with disability of visual impairment compared to old age. Apart from these, inaccessible eye care other kinds of disability. They need the facility or eye care awareness in village or assistance of others in their day to day life among poor people is also responsible of Special focus of this paper is to heal the life of increasing blindness in India. Reports of WHO visually impaired women to implement the highlight that 80% of the visually impaired or empowerment in a feministic perspective. blind can be cured. As of 2012 the World Health Organization Objective (WHO) estimated that 285 million are visually This paper explains the way in which impaired worldwide. The highest level of the visually impaired women are becoming causes of visually impairment is refractive errors empowered by healing their life with feministic (43%) and other causes are cataracts (33%) and approach. glaucoma (2%) globally. In India, the incidents of malnutrition, trachoma and cataract are Methodology higher. The deficiency of vitamin A is the lead One year agreement of voluntary work for cause of childhood blindness. In trachoma, virus the visually impaired women at the affects the conjunctiva and cornea. Trachoma rehabilitation center was initiated by the Research Explorer 134 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) researcher in January 2016. In order to give full to their visually impaired ward .Furthermore fledged concentration in the project two visually the gender is also a source of insecurity among impaired women were selected based on their the visually impaired women. And there is no needs for coaching by the researcher on a part helping hand to guide them round the clock. time basis. Each session was conducted in a The third part of the problem of the visually friendly environment at their convenience. The impaired women is the absence of friendly coaching was done in the evening on working environment. There is no technological days for two hours and on Saturday or Sunday guidance to the inmates for their free and for two hours at their convenience. The coaching unhindered movement in their rehabilitation was done at their rehabilitation center. The center. The difficulty in mobility affects their lessons were taken for an hour and follower by self confidence. The geography of the center is a brief discussion on their day to day activities conducive to their unhindered mobility. The giving counselling, listing their experiences, steps have blind ends without side walls or gathering information in a friendly manner to handle bars. heal their life to empower them with feministic approach. Finally counselling is an essential part of healing their life. There is no substitute for Problem of the visually impaired sharing their feelings. Of course confidential By observation and discussion with the approach is conspicuously missing. They have visually impaired women the researcher noticed an attitude to double check and doubt their thirst for education was in high, among everything. They need brief appreciation of their their needs to heal and empower their life. Their performances and appearance. They want to needs are categorized under four heads such as be informed of the new arrivals in the center or education, mobility, friendly environment and their living environment – men/women and counselling. materials. Now a days there is no respect among humans for most of us a self centered. The Education is the important tool to empower present day society has no consideration for the the visually impaired women. Reading, disability of the visually impaired and their listening, writing and speaking are the four needs. It is also true that the visually impaired spheres of education. In the rehabilitation center do not identify themselves as visually impaired there are only few readers for the candidate by carrying the sticks (white cane). The appearing for examination. They cannot satisfy inconsiderate approach of the society makes their needs of reading of news papers, books them feel insecure and lack self confidence. and other readable material to empower their life. Most of them are not aware of or trained in Feministic Principles Braille. The women with low vision have no According to Judith Cook and Mary printed material in large font size to read and Margaret Fonow (1986) identify five basic write. Listening to programme broadcasted or epistemological principles in feminist telecasted is not accessible to all for want of methodology. These include the taking of women time as they are engaged in other activities at and gender as the focus of analysis; the the rehabilitation center. There are no scribes importance of consciousness raising; the either to help them. Interaction among the rejection of subject and object (this means visually impaired women is also less. valuing the knowledge held by the participant The mobility is the second part of the as being expert historical standpoint; a concern problem of the visually impaired women. The with ethics (throughout the research process and parent or guardians are giving over protection in the use of research results); and an intention

Research Explorer 135 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) to empower women and change power relations to be paid to the listening capacity of the and inequality. respondent, understanding the pronunciation of words. The researcher had to read it little louder Healing visually impaired women’s life with so that they can understand the readings. feministic approach: Course 3 In this study three, need-based courses conducted by the researcher were analyzed with When a book was read to them they initially feministic approach. The courses are showed interest and inquisitiveness of the colour, the texture of the book, size of the book, 1. Coaching Mathematic (Course 1) the colours used in the pictures in the book. They 2. Imparting Knowledge (Course 2) have showed their interest of know about the 3. Developing Self confidence (Course 3) author of the book. They learnt the book as a researcher assimilated the contents of the book Mathematics is taught to candidates and applied in their daily life. They listened to appearing for SSLC examination. News papers the book with interest and not for the sake of are read to respondents seeking information passing the time. on current affairs and knowledge around them. And above all books on self improvement is read 2. Consciousness rising by teaching and to instil confidence in them and developed sensitizing: positive thought. The courses were analysed Course 1 based on these five epistemological principles Both respondents studied in a normal school in feminist methodology suggested by the Cook with clear vision and lost sight by the last 2 and and Mary in the following ways. 4 years. Due to the sudden blindness they 1. Identifying problems of visually impaired struggle to cope with the normal life and women by interacting: education. They know the materialistic world better before they become blind and struggle The problems of visually impaired women now to imagine the objects as a blind now. were gathered by participating and interacting with them. The problems were analysed with Course 2 women perspective. The participation of the totally blind and low Course 1 vision respondents. Totally blind is 54 years old and studied in a blind school and comfortable The researcher interacted with the in handling the Braille. She can read and write. respondents to find their level of understanding She is enthusiastic to become a journalist. She of mathematics. They were required to visualise needs to read a lot of printed materials to by touching and understand the object. First step enhance her knowledge. was made by making model of the shapes for the mathematics lesson .They were not aware Another respondent has low vision and of soft touch because of want of practice. A gradually loosing her vision. She sees the objects change was made in the models for them to feel as a shadow and need a large printed material comfortable. They felt happy and satisfied of to read for her BA English and she wants to teaching. They solved the geometric problem prepare for examination seeking employment and ven-diagram. The researcher had to make .So that she can stand on her own legs. models for each problem. Course 3 Course 2 Course 3 was the follow up for the course 2 While reading the newspapers attention has respondent’s requiring to remove their

Research Explorer 136 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) inferiority complex and make them self went on the understood the subject they showed confident by reading books on positive thought. interest. They listened with attention. They enjoyed creative and new ways with interest. 3. Rejection of stereotype practices and negative thoughts by counselling: Course 2 The gap between the researcher and The shackle of aloofness was broken and respondent have been reduced by rapport they really enjoyed the company of the building in a friendly manner. researcher for it gave them a confidence in life. Course 1 Course 3 The belief that a person with visual The inferiority complex that is already impairment can study fine arts subject easily is instilled in the minds of the visually impaired proved wrong for they studied mathematics with women is removed by the motivation contained interest. This was made easier due to the in the books of self motivation read to them on approach of the researcher and the interest the one hand and by the encouragement given shown by the respondent. The second practical by the researcher. statement of education was memorising as the 5. Empowering visually impaired women by best strategy for the visually impaired. But the motivation: stereotypical way of memorising was broken down by adopting alternative method of sense Course 1 of touch. Practical explanations and experiments The respondents were encouraged to study were given to them to make them understand mathematic, which was omitted to them. They the scientific application of mathematics. were motivated to choose a new field or a Course 2 different subject to take in to their life and face a challenge to empower them. Breaking the silence of gathering the information about the society, current affairs and Course2 day to day events by the visually impaired by They were empowered to enhance their listening to the reading of news paper. knowledge on current affairs with the help of Course3 daily news paper. Reading gave them the self confidence by Course 3 listening to the positive thoughts contained in Books were read by the researcher for the the book lessons. Researcher encouraged the respondent to encourage the positive approach respondents with practical examples and in life and for the betterment doing away with counselling them to raise their positive change their inferiority complex. of their daily life. Major findings: 4. Concern with morality by observation:  By employing proper and appropriate The course is conducted with care full methods of teaching with patience one can attention to the respondent without disturbing create interest in the minds of the visually their life. impaired women to study any subject and Coures1 improve their life. Initially they did not show interest in the  The society by their approach and attitude subject and impact resented. And as the time towards the visually impaired women should in still confidence in their minds. Research Explorer 137 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Recommendation: Reference  The state may provide the visually impaired 1. Cook, J. and Fonow, M. M. (1986). women a programme that would assure them “Knowledge and Women’s Interests: Issues proper accommodation, economic security, of Epistemology and Methodology” in women security against violence, a Feminist Sociological Research”. conducive environment to live in. Sociological Inquiry, 56 (4): 2-29. Conclusion: 2. Fareed Haj,(1991). “PROBLEMS WITH COUNSELING THE VISUALLY The visually impaired women already have HANDICAPPED”.Future Reflections an incurable draw back that affect their life Winter/Spring mentally physically and economically. In order to make them live happily as any other women Reports their life has to be improved. The necessary 1. Visual impairment and blindness, Fact Sheet steps that would go a long way in their N°282, WHO, Updated August 2014 upliftment are discussed in this paper. 2. ”you can heal your life “by Lousi hay, Published U S house by hay House 1999 3. WHO reports     ISSN : 2320 - 3412 (Print) 2349-1639 (Online) Impact Factor : 0.231 TAMILAIVU SANGAMAM (An International Research Journal on Tamil Lilterature )

      IARA PUBLICATION“”             [email protected]    

Research Explorer 138 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online)

(A Refereed Bi Annual International Research Journal on Multidisciplinary) ISSN : 2250-1940 (Print), 2349 - 1647(Online) Impact Factor : GIP - 0.389, RIP - 0.920 Volume IV January - June 2016 Issue 12 MANAGING EDITOR

Mrs. A.Muthu Tamilarasi ASSOCIATE EDITORS

Dr. T.Subramanian, Ph.D Dr. K.Krishna Kumar, Ph.D Institute of Business Studies, Periyar University, Papua New Guinea. Salem EDITORIAL ADVISORY BOARD MEMBERS

Dr.M.Sumathy, Ph.D Dr. C. Anbalagan, Ph.D Bharathiyar University, Coimbatore, TN School of Management & Accounting Hawasaa University, Ethiopia, Africa Dr.V.Sundar, Ph.D Dr. M. Chandrasekaran , Ph.D Annamalai University, Chidambaram, TN Institute of Business Studies Dr.I.Francis Gnanasekar,Ph.D Boroko, Capital City, Papua New Guinea St. Joseph College, Tiruchirappalli, TN Dr. V. Raghu Raman, Ph.D Business Studies Department, IBRA College of Technology, Dr.Kastoori Srinivas, Ph.D North Governorate, Sultanate of Oman Vivek Vardhini College, Jambagh, Hyderabad, AP Dr. Dhruba Kumar Gautham, Ph.D Dr.Kalaivani.KN, Ph.D Faculty of Management, Tribhuvan University, Govt. First Grade College,Anekal, Bangalore, Karnataka, Kathmondu, Nepal Dr. Deepu Jose Sebastian, Ph.D Dr. A. Tamilarasu , Ph.D Deva Matha College, Kuravilangad, Kottayam, Kerala, Institute of Cooperatives and Development Studies Ambo university, Ambo – Ethiopia, East Africa Dr. Rajendra B.Dhande, Ph.D Dr. T. Velnampy ,Ph.D M.S.G.College, Malegaon Camp, Faculty of Management Studies & Commerce, Tal. Malegaon, Dist. Nasik (Maharashtra) University of Jaffna, Sri Lanka Dr.V.Shunmugasundaram, Ph.D Dr. Shyam bahadur katuwal , Ph.D Banaras Hindu University, Varanasi, Uttar Pradesh State Faculty of Management, Purbanchal University Biratnagar, Nepal Dr. KH. Tomba Singh , Ph.D Dr. MD Hamid Uddin, Ph.D Manipal University, Canchipur, Manipur College of Business Administration University of Sharjah Dr.M.Ibungomacha, Ph.D Dr. Joseph George Pynadath, Ph.D North Eastern Regional Institute of Management, Guwahati Department of Business Administration University of Modern Sciences, Dubai, UAE Dr.B.Prabhuram, Ph.D Mahatma Gandhi Government College, Dr. B. Nimalathasan, Ph.D Mayabunder, Andaman & Nicobar Islands Faculty of Management Studies and Commerce University of Jaffna, Srilanka Dr. Mehraj – Ud – Din Shah , Ph.D Dr.J.Gopu, Ph.D Islamai College of Science And Commerce, College of Applied Science, Srinagar, J&K Salalh, Al sadaah, Sultanate of Oman.

Research Explorer 139 January - June 2016 Vol. IV : Issue 12 ISSN : 2250-1940 (Print), 2349 - 1647 (Online) (A Refereed Bi Annual International Research Journal on Multidisciplinary) ISSN : 2250-1940 (Print), 2349 - 1647 (Online) Impact Factor : GIP - 0.389, RIP - 0.920 Volume IV January - June 2016 Issue 12 CONTENT S.No. Title Page no. 1. RESILIENCE AS A FACTOR FOR EFFECTIVE ORGANIZATIONAL DEVELOPMENT José G. Vargas-Hernández 1 2. INVESTMENT IN STOCK MARKET: FUNDAMENTAL AND TECHNICAL ANALYSIS C. Murugesan 11 3. RELATIONSHIP BETWEEN EXTENDED SERVICE MARKETING MIX AND CUSTOMER SATISFACTION Dr. M. B. M. Ismail 17 4. PRODUCTION OF HORTICULTURAL CROPS IN INDIA - AN OVERVIEW Dr.C.Venkateswar Rao, Dr.M.Reddi Naik, Dr. M.Venkateswarlu 23 5. THE DIFFERENCE BETWEEN TESS OF THE D'URBERVILLES THE NOVEL AND TESS OF THE D'URBERVILLES THE FILM Cijo Joseph 28 6. FINANCIAL GOVERNANCE, LEADERSHIP & ROLE OF STUDENTS' UNION IN THE GOVERNANCE OF HIGHER EDUCATIONAL INSTITUTIONS (HEIS) IN WEST BENGAL – AN EMPIRICAL INQUEST WITH REFERENCE TO THE DISTRICT OF HOWRAH Dr. Pranam Dhar, Prof. Asok Satpathi, Dr. Biswajit Bhadra 33 7. A STUDY OF LEXICAL KNOWLEDGE AND COMPREHENSION LEVEL OF FIRST YEAR ENGINEERING STUDENTS IN AND AROUND COIMBATORE Dr. A. Chandran, Pradeep S.Raj 41 8. MARKETING OF LIFE INSURANCE PRODUCTS Dr.R.Hariharan, A.S.Mythili 48 9. AN OVERVIEW OF INDIAN RAILWAYS – GROWTH AND CHALLENGES Dr. N. Sakthivel, A.Dhamayanthi 51 10. CEMENTING OF DALIT ENTREPRENEURS Dr. M.R.Lakshiminarayanan 55 11. PROBLEMS IN REPAYMENT OF EDUCATION LOANS FROM NATIONALIZED BANKS INCLUDING OTHER COMMERCIAL BANKS IN KERALA C. Thomas Sebastian 59 12. STRESS MANAGEMENT AND COPING STRATEGIES WITH REFERENCE TO GARMENT EMPLOYEES IN COIMBATORE DISTRICT Dr. M. Nandhini, M. Usha & Dr.P. Palanivelu 67 12. DO IT RIGHT THE FIRST TIME - SERVICE RECOVERY ASSESSES THE OVERALL PERFORMANCE! R.Vijay Anand, Dr. M.Dhanusu 71 13. LOGICAL INVESTIGATION ON STOCK MANAGEMENT IN CHETTINAD CEMENT CORPORATION LIMITED, ARIYALUR J.Jeya, Dr.S.Elango 77 14. MEASURES OF OPERATIONAL PERFORMANCE OF PUBLIC SECTOR BANKS S.Kabilavathani 81 15. IMPACT OF SELF-HELP GROUPS ON TRIBAL WOMEN LIVES IN ANAIMALAI RANGE OF WESTERN GHATS K. Shobana 87 16. RECENT TRENDS IN BANKING SYSTEM IN INDIA Mr.G.Gunasekaran, Dr.S.Kavitha 92 17. ‘PARTITION LITERATURE’ OFINDIA AND PAKISTAN: A PARALLEL STUDY Ms. A.Rajina Banu 97 18. CUSTOMER PREFERENNCE AND LEVEL OF SATISFACTION TOWARDS HOUSING FLATS PROMOTED AND SOLD BY PRIVATE HOUSE PROMOTERS Mrs. T. Manimegalai, Dr. M.Ragupathi 103 19. SERVICE FAILURES, CUSTOMERS’ COMPLAINING BEHAVIOR FOR SERVICE RECOVERY IN BANKING INDUSTRY G. Valli, Dr. M. Dhanusu 108 20. VOCATIONAL TRAINING TO PRISONERS IN TAMIL NADU Dr.C.Paramasivan 115 21. SOCIAL SCIENCE RESEARCH IN GLOBALISING INDIA- RECENT TRENDS Dr.N.Murugeswari, Bonita Lynette Cooper 121 22. E-MENTORING PRACTICES AND ITS IMPACT AMONG STUDENTS OF MANAGEMENT STUDIES Dr.A.Hemamalini 129 23.ResearchEMPOWERING Explorer VISUALLY IMPAIRED WOMEN BY HEALING THEIR140 LIFE IN FEMINISTIC PERSPECTIVEJanuary - June 2016 T. Poongkothai 134