RISK MANAGEMENT (R.M) PRACTICES ON THE ORGANIZATIONAL PERFORMANCE OF PAKISTAN’S TELECOM SECTOR

Waqas Haider

Askari Bank

Purpose: This study examines the effect of the Risk management (R.M) practices on the organizational performance of Pakistan’s Telecom sector companies; specifically the cellular mobile operator’s. Cellular mobile segment of the industry is considered engine of growths for telecom sector in Pakistan
Design/methodology/approach: The entire population of five firms was selected and the results are informative about the significance of R.M practices. the questions were asked from their top management such as member of board of directors ,out of 150 Questionnaires i.e. 30 from each organization 112 people gave complete responses and the remaining stood as outliers, we included however 100 responses to justify even participation of respondents from each organization. The Correlation & Regression analysis was done using SPSS.
Findings: The findings reveal the fact that organizations with R.M have significant control over uncertainties or rather crisis management and this prediction ability helps in timely development of contingency plans to stop erosion of organizational income, this greatly helps in improving their organizational performance .organizations that have formally embedded these with organizational goals have a competitive edge over those organizations that have informal risk practices in place or absolutely no R.M practices. These findings greatly support the notion that the R.M practices must be formally instituted and integrated with organizational objectives.
Research Limitations/implications: The results are quite encouraging and future research can be extended to other industrial segments of Pakistan such as manufacturing and industrial concerns. Once a healthy risk management environment and culture is established in different business segments of the economy governed by proper risk management regulations, the results can be retested by longitudinal studies, as well as the best practices of risk management may be identified for risk process re-engineering.
Practical implications: In order to create awareness among organizations, such research initiatives are inevitable and add value to the existing internal controls of an organization while ensuring financial and non financial value creation.
Originality/value: Risk management is in fact still an emerging discipline and this survey study is the first of its kind in Pakistan .Security Exchange Commission of Pakistan (SECP) regulates the operations of private and public sector organizations or rather non-financial industries in Pakistan. There exists no formal regulation for R.M practices in private and public sector i.e. non-financial industry; however multinational firms that aim to meet increasing global demands do take indigenous initiatives tailored to their needs keeping in view international standards. Regulators should proactively implement formal risk management regulations, to strengthen the Pakistan’s telecom corporate sector and thereby contribute to national economy.
Keywords: R.M practices, Pakistan’s Telecom companies, Cellular Mobile Operators, Organizational performance

SELF DETERMINATION AND WORK MOTIVATION AMONG EMPLOYEES OF PRIVATE AND PUBLIC BANKS

Anila Khurshid

Quaid-e-Azam Univesity, Islamabad

Purpose: To study the relationship between sub dimensions of self determination and work motivation. To study the differences on dimensions of work motivation among employees of public and private banks. To study the differences on dimensions of self determination among employees of public and private banks. To study the different types of work motivation and self determination with different demographics (such as gender, job experience, educational level and age).
Methodology: The present study aimed to find out the relationship between self determination and work motivation among employees of private and public banks. For this purpose two instruments for measuring variables were selected. The first instrument was self determination scale and other is work preference inventory. Data was collected from a sample of 150 employees from public and private banks of Islamabad. The age range of the sample was from 25-30 years.
Findings: The alpha reliability coefficient of both scales showed that they are moderately reliable at measuring the concept of self determination and work motivation. Result of the study indicated that sub dimensions of self determination i.e., awareness of self and perceived choice are positively related to intrinsic work motivation whereas sub dimensions of self determination are not related to extrinsic work motivation. The findings showed that there is a significant difference present between the scores of public and private banks employees on work motivation but no difference found among employees on sub dimensions of self determination. The demographic variables taken in this study were gender, education, job experience and age. It was shown that there is no significant difference on different types of self determination and work motivation among males and female employees. In the next demographic i.e, education it was found that highly educated employees score significantly high on intrinsic work motivation and perceived choice. However on job experience it was shown that there is no significant difference between highly and less educated employees on intrinsic work motivation but experienced employees score significantly high on awareness of self. In the last demographic i.e., age it was found that adults score high on awareness of self as compared to young employees. Research Implication: The study findings help to conclude that work motivation and self determination is desirable in order to realize implications for improving the quality of work and productivity of an organization. The comparison of employees provided a base line data to identify the potential and weak areas of workers as well as organization system.
Limitations: The study did not include all employees of the organizations because of limited time and availability of all employees in short span of time. In order to generalize the result findings we need to have a larger sample. The research focused on intrinsic and extrinsic aspects of work motivation therefore additional studies also needed to examine other important outcomes associated with the work motivation. Significance: Self determination can be used as a unifying approach for the study and understanding of work motivation issues, and current research using self determination shows potential for understanding motivational context of employees in different organizations which have the positive change in the organization work environment and well being of the population.
Keywords: Work motivation, intrinsic motivation, extrinsic motivation, self determination, awareness of self, perceived choice and public and private banks.

SELF DETERMINATION AND WORK MOTIVATION AMONG EMPLOYEES OF PUBLIC AND PRIVATE BANKS

Sadaf Tariq

Quaid-e-Azam University, Islamabad, Pakistan

The present study aimed to find out the relationship between self determination and work motivation among employees of private and public banks. For this purpose two instruments for measuring variables were selected. The first instrument was Self determination scale and other is Work preference Inventory. Data was collected from a sample of 150 employees from public and private banks of Islamabad. The age range of the sample was from 25-30 years. The alpha coefficient was calculated to find out the internal consistency of scales. The alpha reliability coefficient of both scales showed that they are moderately reliable at measuring the concept of self determination and work motivation. Results of the study indicated that sub dimensions of self determination i.e., awareness of self and perceived choice are positively related to the intrinsic work motivation. This relationship is statistically significant whereas both awareness of self and perceived choice is not related to extrinsic work motivation. The finding showed that there is no significant difference between the score of public and private employees on intrinsic and extrinsic work motivation (t = -2.006, p<.01) & (t = -1.856, p<.01). There was no significant difference between the employees of public and private banks on awareness of self and perceived choice (t =.402, p<.01) & (t=.558, p<.01) respectively. The findings further showed that there was no significant difference between male and female banks employees on intrinsic and extrinsic work motivation (t=.367, p<.01) & (t=-.988, p<.01). Another finding showed that there was no significant between male and female bank employees on perceived choice and awareness of self (t=-1.686, p<.01) & (t=1.306, p<.01).The finding showed that there is no significant differences among high and less educated employees on intrinsic motivation and perceived choice (t=-1.670, p<.o1). The finding also showed that there is highly significant differences on awareness of self among young and adults employees (t=-4.359, p<.01)

SERVICE QUALITY, WORD OF MOUTH AND TRUST: DRIVERS TO ACHIEVE PATIENT SATISFACTION

Purpose: The objective of this study was to evaluate the elements of the services provided in Pakistani hospitals (Public and Private) and their contribution to patient satisfaction regarding trust on the service providers.
Design/methodology/approach: The analysis was based on a survey of patient in public and private hospitals in Islamabad, Pakistan. The data were analyzed through a correspondence analysis which was applied to the results of the 245 distributed questionnaires. Correlation and regression analysis was used to find out the impact of Service quality, Word of mouth and Trust on patients satisfaction.
Findings: Pakistani patient’s perceived public hospitals to be superior in the quality of their service provision, which is not, aligned with the majority of recent study findings. These results accepted because Islamabad’s hospitals are offering improved service so that they accomplish the need of their patient.
Research limitations/implications: The data was gathered from hospitals situated in Islamabad only, hence future research could extend these findings to other cities in Pakistan to test their generalizability as Islamabad is the capital city and they offering improved service so that they accomplish the need of their patient.
Originality/value: This paper contributes in the exiting literature on health care industry by investing the impact of word of mouth on patient satisfaction which was ignored in the previous studies. To investigate the impact of word of mouth is also very important because of different attitude of patients in developing countries such as Pakistan.
Keywords: Patient Satisfaction, Service Quality, Word of Mouth, Trust, Hospital, Pakistan

SHORT SELLING AS A HEDGING TOOL AND ITS ANALYSIS IN PAKISTAN

Faiza Tariq

International Islamic University Islamabad, Pakistan

The paper is a theoretical study on short selling, which is done by reviewing the articles from distinguished journals like Jstor. After thorough review, short selling is described in meticulous form, its explanation along with its historical background, risks, Islamic perspective and usage in different stock exchanges of world and especially in Pakistan. A visible scrutiny about short selling is discussed based on literature review, that how different people have done research and what they have demonstrated, and also on my own personal experience. Short selling is an effective hedging tool that can be used by investors for making fine returns if they are sure about the fact that the prices will move down in future. But it is banned under Shariah and Islam completely prohibits this. If a country starts to allow short selling then they should be having proper rules and regulations for it. In Pakistan, as well, either the government should introduce new rules for short selling or completely ban this tool once and for all and hence should make people completely clear about the either rule.

SOCIAL RESPONSIBILITY OF BUSINESS ORGANIZATIONS: AN ISLAMI PERSPECTIVE

Purpose: The literature on Islam and management has been sparse especially in the area of ethics. There is a one common element binding Muslim individuals and countries are normative Islam. The relationship between the Islamic religion and the level of socially responsible business conduct (SRBC) of Islamic entrepreneurs is the need of the time to be explored. The objective of research is to explore the relationship of organizational Stakeholders, explicit and implicit organizational Approaches and general social welfare.
Design/methodology/approach: The research is descriptive, analytical and applied in nature. As current literature on the issue is explored both from conventional and Islamic perspective.
Findings: The paper emphasizes the need to increase the involvement of all stakeholders in a free discussion on identifying the problem situation and in formulating the solutions which should aim to strengthen the natural social infrastructure.
Research limitations/implications: The implication of the paper is to highlight problem-solving approaches needed to be broadened to incorporate spiritual dimensions.
Practical implications: The concluding part of the research has made recommendations in order to develop awareness among the people about social responsibility of business organizations from an Islamic perspective.
Originality/value: The view of human nature of the Islam, preaching the natural goodness of man as a social being, leads to a positive view of SRBC. Because the values and norms derived from the Islamic religion motivate entrepreneurs to contribute more to SRBC and lead to a higher commitment to specific aspects of SRBC compared to individually developed values and norms. This present research will serve as a bench mark for the future researchers to research this aspect from a different angle.
Keywords: socially responsible business conduct (SRBC), organizational Stakeholders, explicit and implicit organizational Approaches and general social welfare.

SOCIETAL MARKETING: A DONATION OR INVESTMENT

Mian Rehman Uddin

International Islamic University, Islamabad, Pakistan

Purpose: To test for a direct relationship between Societal Marketing and financial performance.
Design/Methodology/Approach: Financial statistics of ten organizations involved in societal marketing activities in Pakistan, were taken from Karachi Stock Exchange. From the financial data collected, we analyzed the impact of societal marketing on their overall financial performance by using Paired Sample t-test.
Findings: There is a significant impact of societal marketing on organization’s financial performance. The results verify that societal marketing is an investment for the organization that yield high returns.
Research limitations: Our findings are specific only to those organizations which are listed on the KSE. In Pakistan, there are number of organizations which actively indulge in societal marketing activities but these organizations were not willing to share their financial data. For this reason, these organizations were not incorporated in this study. Had these companies been included in this study, our results would have been more authentic and generalizable.
Research implications: The positive impact of societal marketing on financial performance has made a strategic discovery for organizations operating in Pakistan. These firms not only can earn handsome profits but also will have improved image in the society. Through this study, we have negated the perception of some of the Pakistani firms who perceive societal marketing as wastage of financial resources and consider it as a donation.
Keywords: Societal Marketing, Financial Performance, Investment, Donation

STOCK EXCHANGE – A KEY INSTITUTE IN ECONO-FINANCIAL STABILITY

Purpose: The purpose of the study is to analyze the existence of non linearity of risk and return involved in the stock market. An attempt has been made to model the volatility of stock returns and to test volatility of the Pakistani stock market.
Design/ Methodology/Approach: Primarily the research mainly focuses on gathering empirical data through statistical and mathematical models to analyze trends of non- linearity in Stock Market. For this purpose sample data was collected from various stock trading companies and KSE monitor itself. Then data was tested using the Capital Asset Pricing Model (CAPM). While along with this data was also collected for theoretical comparison through questionnaire with a sample size of 200. Later the data was used to draw conclusions and for theoretically contrasting the mechanism and vulnerability of the KSE with other two the exchanges the decisive factors were the products, mechanism, technology, and governance.
Findings: KSE is very susceptible to the change in the macro environment. As an emerging market KSE continues to grow and assume a more outstanding role in the economy, the regulatory framework evolves along side, although with delays and sub-optimal solutions characteristic of political processes. The regulatory development takes place, in many cases, as a response to financial crisis, scandals and scams in an effort to restore the investors’ confidence in the markets and institutions. Since informational imperfections are inherent in financial markets, a basic task of a financial regulator is, therefore, enhancing the revelation of information and preventing the misuse of asymmetric or insider information. Another feature of the financial markets is the presence of network effects, where value to any one individual increases with the increase in the number of participants. The resulting herding behavior can lead to excessive volatility and sharp swings in the stock prices. Another aspect of the KSE that is common in emerging markets – a skewed size-distribution of stocks traded.
Research Limitation: The data used for theoretical comparison is hard to achieve in real life as KSE is still dominated by big brokerage houses. But still measures can be taken by SECP to change this situation. Also the future returns are unpredictable in both short and long run thus even empirical methods used can not guarantee the predictions. On the contrary further empirical tests can be conducted to comprehend the extent to which KSE is susceptible to the political and economical changes in the Pakistan’s macro environment.
Practical Implications: The key implications of these findings for policy makers in Pakistan include assurance of proper governance of KSE and constant advancements in the technology for investors and management. The findings also suggest the SECP can take measures to improve investor confidence by reduced imperfect information scenario, and timely responding to maintain investor confidence.
Originality/ Value: This study not only focuses empirical but also focuses on theoretical analysis aspects of KSE that led to its vulnerability. The previous studies either focused on empirical or theoretical analysis. Through the study we have tried to provide a shock prove mechanism for KSE through advancements in stable products, technology and proper governance.
Keywords: KSE vulnerability, KSE governance, CAPM, SECP, political susceptibility

STUDY ON TRANSFORMATIONAL LEADERSHIP BEHAVIOR IN SALES PERSON IN CORPORATE BANKING SECTOR IN SRI LANKA

The objective of this study is to identify the transformational leadership behavior of the salesperson in sir Lankan corporate banking sector. Following research problem has been advanced in this study. “What kind of transformational leadership behavior can be seen from the sales person in Sri Lankan corporate banking sector?” The concept of “Transformational Leadership” has become a popular concept among the practitioners in last decades. In this age of rapidly changing business environment, leadership is more important than ever. The present organizational focus on revitalizing and transforming organizations to meet competitive challenges ahead has been accompanied by increasing interest among researchers in studying transformational leadership. According to the literature on transformational leadership four variables namely identified as four key variables in transformational leadership. It can be named as idealized influence, intellectual stimulation, inspirational motivation and individualized considerate behavior of salesperson. It was decided to employ a survey to collect data for the study, thus the questionnaire method is more appropriate. Financial sector been selected because of its dominant position in sri Lankan services sector .The results of this study revealed that more transformational leadership behavior of the salesperson can be seen from private banks than in state banks. The validity of bank-corporate client partnership strategy depends on how effectively it is implemented. For that training of salesperson is a must. For that it can use the four dimensions of transformational leadership to train salesperson more on state banks. Firm can develop salesperson with the qualities of transformational leadership. It can be used as one of the core competency factor of the firm. Thus findings of this research will be helpful to prepare training manuals, training guidance as well as training programs. Key words: Transformational leadership, Salesperson, Corporate banking sector, Training

TAKAFUL (ISLAMIC INSURANCE) AND ITS IMPLICATION IN PAKISTAN’S INSURANCE COMPANIES

Purpose: The main purpose of the study is to create awareness among general public about Takaful system by analyzing the practices of Takaful in different companies according to Shari’ah rules.
Design/methodology/approach: This is a descriptive, applied and analytical research elaborating the true spirit of Takaful (Islamic insurance) i.e. the substitute of modern insurance system. The research includes a case study of Pak Kuwait Takaful Company limited which is the first Takaful Company in Pakistan rendering services in the field of General Takaful business. The direct method of data collection has been used by conducting interviews. Two models of policies included.
Findings: As the result of data analysis it has been concluded that the said company is working in accordance with the rules of Shari’ah and following the conceptual framework of Takaful and its practices.
Research limitations/implications: – The data was gathered from Pak Kuwait Takaful Company limited situated in Islamabad, so future research can be conducted with other Takaful companies in Pakistan to test their generalizability.
Practical implications: The research focuses on modern insurance system and its fundamental principles for understanding the system of basic idea and practice of modern insurance system, by throwing light on the concept of Takaful and its practices in Islamic insurance companies. Takaful models of the Islamic insurance companies with case study done on Pak Kuwait Takaful Companies have been elaborated so that the operational mechanism of Takaful Companies could easily be understood.
Originality/value: Takaful is an Islamic insurance concept which is grounded in Islamic muamalat (banking transactions), observing the rules and regulations of Islamic law. This concept has been practiced in various forms for over 1400 years. The present research will serve as a bench mark for the Pakistani society and will help to replace the conventional system of insurance.
Keywords: Takaful, Pak Kuwait Takaful Company Pakistan Islamic muamalat (banking transactions)

THE ANALYSIS OF CLINICAL INFORMATION SYSTEM AT OPERATIONAL LEVEL IN PRIVATE HOSPITALS OF PAKISTAN

Purpose: The purpose of this research is to analyze the clinical information systems (CIS) at the operational level in private hospitals of Pakistan.
Design/methodology/approach: A theoretical model was developed from a comprehensive literature review. A tested questionnaire was used and the data analyzed using correlation, multiple regression and descriptive statistics. A sample of 20 private hospitals from the four provinces and federal capital of Pakistan.
Findings: The findings reveal that most of the private hospitals use this system at the operational level only. This system is used for record keeping, analysis for administrative and financial purposes.
Research limitations: CIS needs heavy investment, discouraging private hospitals due to unavailability of funds. There seems to be an overall hesitation to share the data in Pakistan due to certain apprehensions. This is why several hospitals were not ready to respond. The time limitation hampered country-wide traveling for data collection. Therefore, the results presented in this report cannot be generalized. Practical implications: The key implications of these findings that the introduction of CIS is seen as an investment, like the investments on the building, laboratories and other tangibles, this could lead the business to prosper in the right direction in accordance with the strategy to achieve the goals, aims and objectives of the hospital.
Originality/Value: This research will give an insight to CIS in the public sector can also help integrate the overall health system in Pakistan. Through a network, the data of each individual going to any hospital in the country could be maintained electronically and wonders could be made by linking the databases of all the hospitals in the country. Going one step forward in this direction, the overall CIS could also be linked to the NADRA database to be able to get the whereabouts of people as well as the births and deaths in the country could be monitored. For the moment, Pakistan is far behind from the advanced world in computerization and use of information system, yet people are becoming aware of the benefits of this invention.
Key Words: Clinical information systems, Operational level information, Management information systems.

THE ANALYSIS OF TELECOM SERVICES AND SWITCHING INTENTION: MNP AND ITS EFFECTS ON PAKISTAN TELECOM MARKET

Rizwan Ulhaq Qureshi & Dr. Shahbaz S. Gill

International Islamic University Islamabad, Pakistan

Purpose: In an effort to enhance competition and improve customer satisfaction, telecom regulators in many countries worldwide have already introduced mobile number portability (MNP), but in Pakistan the GSM operators started providing MNP only two years ago. Strapping competition has been take place among mobile service providers after the implementation of MNP. This study investigates the effects of telecom services (customer support, network service quality and price) offered by mobile operators and switching intention in light of MNP in the Pakistan Telecommunication market.
Design/Methodology/Approach: To construct a study of the telecommunication industry of Pakistan, with the help of literature review and survey based data analysis. The data set covered 220 mobile phone users in the capital city of Pakistan. SPSS is used as a tool to evaluate the causal model. Cronbach alpha is performed to examine the reliability and validity of the measurement instrument. Regression is performed to investigate hypothesis testing.
Findings: The findings indicate that telecom services have a positive relationship with customer satisfaction and negative relationship with switching intention. Customer satisfaction significantly affects subscriber’s switching intention.
Research limitations/implications: In this study straight and simple model is used to investigate telecom services and switching intention. Future study may incorporate customer satisfaction into the switching intention to investigate a more comprehensive model, it may include switching cost, switching barrier as a moderating affect on switching intention or customer switching decision, which will provide better guidance for mobile service providers. In addition this study includes only limited aspects of demographics.
Practical implications: By the implementation of MNP in Pakistan telecom market, this sector is at more mature stage then before. This is time for the mobile service providers to retain their existing customers. This study is a guideline for mobile service providers to retain their customers by providing quality services (customer support, network service quality and price) which affect customer satisfaction and switching intention.
Originality / value: The paper is much broader in scope. Many researchers have conducted studies to investigate customer switching intention worldwide but there is no single study related with Pakistan telecom prospective, in the area of MNP.
Keywords: Mobile Number Portability (MNP), Customer Satisfaction, Switching Intention, Telecommunication Industry, Pakistan

THE ATTITUDE AND ROLE OF CUSTOMERS ON ADOPTION OF NEW CONSUMER PRODUCTS1>

Shamaila shabir

International Islamic university Islamabad Pakistan

Purpose: The purpose of this study is to examine the relationship between participant specific attitude and new product adoption the contribution of this study has three folds. First, it provides a theoretical understanding between participant roles and new product adoption as a specific consumption behavior. Second, examine the relationship between consumer attitude and new product adoption by investigating the interaction between consumption attitude and social demographic variables. Third, the knowledge of gained about complex relationship between participant roles, and new product adoption by providing a sound theoretical framework and empirical foundation.
Findings: consumption attitude have significant effect on NPA. Consumer’s adoption of market innovation is associated negatively with their attitudes towards existing products and positively with independent decision making .further, the effect of consumption attitude depends on consumer demographic characteristics. The effect is stronger among consumer who is older and has lower income.
Originality\ value: In past new product adoption (NPA) gave limited attention to consumption level attitude, as a group of consumer characteristics and important role of attitude in consumer behavior. Only few studies examine values on consumer innovation and new product adoption while this study offers a deeper understanding of the attitudinal and personal antecedents of consumer new product adoption.

THE EFFECTIVENESS OF TEACHING THROUGH COLLABORATIVE LEARNING USING CASE STUDIES IN MANAGEMENT INFORMATION SYSTEMS IN PAKISTAN

Purpose: The purpose of this research is to investigate the effectiveness of teaching management information systems course through the collaborative learning method using case studies in Pakistan.
Design/methodology/approach: In this regard this research was based on the two perspectives; one is to explore what is being taught and the other is to prove that the collaborative learning using case studies approach is an effective method to teach management information systems to business graduates. A tested questionnaire was used and the results were analyzed using the correlation, paired t-test and descriptive statistics. For the analysis of course contents a sample of eight private universities was selected. For the effectiveness of collaboratetive learning a sample of 20 students was selected and divided into an experimrant group and control group.
Findings: The findings indicate that the course structure and the theme are similar but the course titles are different. This research has revealed that students of information systems course learn and understand the concepts in groups effectively; however when cases are given to analyses their learning behaviors are further enhanced and contributes to their improved performance in examinations.
Research limitations: The data was collected from eight private universities in Islamabad and for the collaborative learning the unit of analysis was students of MBA class of a private university. Future research can be carried out with both public and private universities in Pakistan. Obviously if the sample size is increased it will make the result more precise. Faculty should be well educated and command over its subject. At the same time it is not easy for all faculty members to use case study approach.
Practical implications: The key implications of this research is that the teaching of information systems using collaborative learning will not only improve the quality of teaching but will also enhance the quality of learning among the students. At the best, Information Systems students when exposed to topics impacting their learning capabilities enhances their learning with a broad understanding of the principles behind measuring, analyzing and improving Information systems in an business organization.
Originality/Value: This research will give an insight how to improve the Pakistani business graduates to have the appropriate skills and knowledge and by comprehensive learning of the effective use of information systems in any business organization. The Pakistani teaching faculties of business institutes can ensure that the business graduates are equipped with quality education and latest knowledge of information systems.
Key Words: Collaborative learning, Case studies, Management information systems.

THE IMPACT OF CELLULAR PHONE ON THE EDUCATION IN SINDH

Dr. Niaz Ahmed Bhutto, Falahuddin Butt ,Ali Raza & Mona Shafique

Sukkur Institute of Business Administration, Sukkur, Pakistan

Purpose: The Purpose of this paper is to investigate the impact of cellular phones on the education in Sindh and to examine whether emerging technology help or hinder the performance of students.
Methodology: This study has used survey via questionnaires to examine the impact of cell phones on education in Sindh. 200 questionnaires were filled up from eight different cities of Sindh through convenience sampling technique. The age group under consideration was of 15 to 25 years old students as respondent.
Findings: The results show that there is no negative impact of cellular phones on the education of students in Sindh. Rather this study has uncovered some positive outcomes for the use of cell phones on the study of students and their results by improving the relationship among students, decreasing the communication gap, producing friendly atmosphere and by helping accessing the academic information.
Research limitations: The data is gathered from only eight different cities of Sindh through convenience sampling technique. There are many rural areas where access of information is not possible due to cost and time management. Further research can be made on the same just by extending the sample size by considering more cities and rural areas of Sindh.
Practical implications: As the findings of this study suggest that the use of cell phone does not affect adversely the studies of students; cell phones may not be thought or considered as harmful technology. Use of cell phones may be allowed for students of at least A levels. Originality/value: The study of impact of cell phone on the education of students is not done before in Sindh. Although some studies are found in European countries but this has been done first time in Sindh and Pakistan.
Keywords : Cellular phone, Impact, Education, Sindh

THE IMPACT OF PERSONALITY ON PERCEIVED CUSTOMER RELATIONSHIP MANAGEMENT

Inam Ul Haq

International Islamic University, Islamabad, Pakistan

Purpose: The purpose was to find the relationship between big five personality dimensions i.e. (Conscientiousness, Neuroticism, Extravert, Agreeableness, Openness to experience) and perceived customer relationship management that how a customer personality traits influence on perception of customer relationship management.
Design/methodology/approach: The approach taken was quantitative analysis of n=150 customers.
Finding: Results indicated that in relationship between big five personality dimensions and CRM. All personality traits (Agreeableness, Conscientiousness, Extraversion, openness to experience and neuroticism) significantly relates to perceived customer relational ship management.
Practical implications: Results of the study can be used in developing the customer relationship management when organizational trying to built relationship with customers. Also when service firms want to change their policies according to the expectations and personalities of its customers.
Originality/value: The study has a significance importance as it is conducted on service organizations in Pakistan. The study provides further information of this field as previously limited research has been conducted on personality in relation with perceived customer relationship management.
Keywords: Personality, Extraversion, Agreeableness, Neuroticism, Conscientiousness, Openness to Experience, Perceived Customer Relationship Management.

THE IMPACT OF PERSONALITY ON TRUST OF CUSTOMER: MEDIATING ROLE OF PERCEIVED SERVICE QUALITY

Muhammad Ahmad Ur Rehman

International Islamic University, Islamabad, Pakistan

Purpose: The purpose was to find the relationship between one dimension of personality i.e. conscientiousness and trust of customer when perceived service quality mediating the role between personality and trust of customer
Design/methodology/approach: The approach taken was quantitative analysis of 150 customers.
Findings: Results indicated that the relationship between the personality dimension conscientiousness and trust exist and perceived service quality mediate its role between this relationships.
Practical implications: Results of the study can be used in developing the customer relationship when organizational trying to built strong relationship with customers. Also when service firms want to change their policies according to the expectations of its customers. Originality/value: The study has a unique importance as it is conducted on different service providing firms in Pakistan. The study provides further information of this field as previously limited research has been conducted on personality in relation with perceived service quality and trust. Paper shows how perception of different personalities of customers about the quality of service are over or under estimated by the service provider in building the trust of customer on service provider.
Keywords: Personality, Perceived Service Quality, Trust, Conscientiousness, Service quality.

THE MODERATING IMPACT OF CUSTOMER PSYCHOGRAPHIC CHARACTERISTICS ON THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND LOYALTY

Zuee Javaira

International Islamic University, Islamabad, Pakistan

Purpose: The purpose of this study is to investigate the moderating effect of customer psychographic characteristics on traditional model of customer satisfaction and loyalty specifically in home appliances buying experience.
Design/methodology/approach: In this paper, the authors propose a model of the satisfaction and loyalty moderated by psychographic characteristics in the home appliance buyers, identifying key constructs proposed by prior studies and developing hypotheses about which dimensions of customer satisfaction and customer psychographic characteristics are significant predictors of home appliance customer loyalty. The hypotheses were tested through regression analysis based on a survey of 330 home appliance customers.
Findings: The analysis suggests that customer satisfaction is a major predictor of customer attitudinal and behavioral loyalty in home appliance sector. Risk aversive nature is found to strengthen the relationship; however, variety seeking behavior has insignificant impact. Research limitations/implications: The findings are limited to home appliances user only, the generalization of results could be extended by broadening the list of product and services in which psychographic factors are more important in developing customer loyalty.
Originality/value: This research contribute to the study of customer satisfaction and loyalty by developing a model in the home appliance environment, and identifying importance of psychographic characteristics that may influence Pakistani customer’s home appliance shopping satisfaction and loyalty.
Keywords: Customer satisfaction, risk aversion, variety seeking behavior, customer loyalty.