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The current study is aimed at identifying the prominent influencers that affect the response behaviour of patients in a hospital environment.

The research is based on the data collected through the participant observation method while interviewing patients about the quality of healthcare services in nine community health centres of the Kashmir division. Thematic analysis was performed on the information collected from patients admitted to various hospital sections.

The analysis of the qualitative data revealed that the presence of hospital staff near respondents, perceived risk of maltreatment, social desirability, the sensitivity of the topic, risk of information sharing and attitude towards surveys are the most frequently observed factors that modulate the patient's tendency to truthfully report critical facts about the problem understudy.

These results can help researchers to exercise caution while communicating with respondents and collecting data related to serious issues in a natural setting.

The purpose of this study is to summarize the available pool of literature on service quality to identify different dimensions of service quality in the healthcare industry and understand how it is measured. The study attempts to explore the research gaps in the literature about different service quality dimensions and patient satisfaction.

A systematic literature review process was followed to achieve the objectives of the study. Various inclusion and exclusion criteria were used to select relevant research articles from 2000–2020 for the study, and a total of 100 research articles were selected.

The study identified 41 different dimensions of healthcare service quality measurement and classified these dimensions into four categories, namely servicescape, personnel, hospital administration and patients. It can be concluded that SERVQUAL is the most widely used service quality measurement tool.

The study identified that a majority of the researchers deduced a positive relationship between SERVQUAL dimensions and the quality of healthcare services. The findings of study will assist hospital executives in formulating effective strategies to ensure that patients receive superior quality healthcare services.

The purpose of this paper is to report the findings of a study undertaken to understand customer satisfaction and customer retention in business-to-consumer markets. The study investigates the effect of personnel capability and customer satisfaction on customer retention in the banking sector. The influence of the control variable (gender) on customer retention and mediating role of customer satisfaction has also been examined.

The study has used structural equation modeling (SEM) for data analysis across a sample of 409 bank customers of a private bank operating in Jammu and Kashmir state of India. Questionnaires were distributed and respondents were selected through a cluster sampling technique.

The empirical analysis through SEM has confirmed that personnel capability and customer satisfaction have a significant positive impact on customer retention. Customer satisfaction partially mediates the effect of personnel capability on customer retention. Moderation analysis was performed and established that gender moderates the effect of personnel capability on customer satisfaction. It was also found that gender has no effect on other relations. Furthermore, the study shows that personnel capability has a stronger impact on customer retention as compared to customer satisfaction. However, the relationship between personnel capability and customer satisfaction is significant.

The study has been conducted on the customers of a private bank in India. Therefore, generalizations may be limited. As personnel capability is the predictor of satisfaction and retention, individuals with proper social and technical skills – in addition to other skills – should be hired for managing relationships with customers.

The study has added to the understanding of the relationship which exists among the following variables: gender, personnel capability, customer satisfaction and customer retention. These variables have not been studied together previously.

Sharing and obtaining information over social media has enabled people to express their opinions regarding any event. Since the tweets regarding the Russia-Ukraine war were extensively publicized on social media, this study aims to analyse the temporal sentiments people express through tweets related to the war.

Relevant hashtag related to the Russia-Ukraine war was identified, and tweets were downloaded using Twitter API, which were later migrated to Orange Data mining software. Pre-processing techniques like transformation, tokenization, and filtering were applied to the extracted tweets. VADER (Valence Aware Dictionary for Sentiment Reasoning) sentiment analysis module of Orange software was used to categorize tweets into positive, negative and neutral ones based on the tweet polarity. For ascertaining the key and co-occurring terms and phrases in tweets and also to visualize the keyword clusters, VOSviewer, a data visualization software, was made use of.

An increase in the number of tweets is witnessed in the initial days, while a decline is observed over time. Most tweets are negative in nature, followed by positive and neutral ones. It is also ascertained that tweets from verified accounts are more impactful than unverified ones. russiaukrainewar, ukraine, russia, false, war, nato, zelensky and stoprussia are the dominant co-occurring keywords. Ukraine, Russia and Putin are the top hashtags for sentiment representation. India, the USA and the UK contribute the highest tweets.

The study tries to explore the public sentiments expressed over Twitter related to Russia-Ukraine war.

The purpose of this paper is to analyze the impact of destination image on satisfaction level and tourist loyalty toward the various tourist destinations in Jammu and Kashmir. The study, also, attempted to investigate the mediating role of satisfaction and moderating role of gender, past experience and tourist origin in the proposed model.

The study was carried out in the state of Jammu and Kashmir spread over three divisions, i.e., Jammu, Kashmir and Ladakh. The study employs questionnaire survey method for data collection. Purposive sampling was adopted for data collection and data analysis was carried out through exploratory factor analysis, confirmatory factor analysis and structural equation modeling techniques.

The study has found that cognitive image, affective image and unique image are the significant dimensions of destination image, which in turn has a positive effect on satisfaction level and tourist loyalty. It was also found that destination image has both direct and indirect effect on tourist loyalty.

The state of Jammu and Kashmir has been badly affected by ongoing political instability, which has caused huge losses to the tourism industry. The results of the study will be helpful to policymakers in designing various strategies and programs for maximizing tourist inflow and growth of tourism industry in the state of Jammu and Kashmir.

Further, finding of the study will assist destination managers in understanding consumer behavior for promoting destination shopping activities. This will enhance tourist expenditure at destinations and thus provides direct benefits to the local economy.

Very little research has been conducted on moderating role of gender, past experience and tourist origin in the destination image and its association with satisfaction and tourist loyalty in the state of Jammu and Kashmir. Managing destination image and quality of tourist experience are critical to induce favorable expectations of destination in the tourist’s mind.

The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking.

The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model.

The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage.

Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts.

The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness.

The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.

The study is aimed to identify the determinants of online buying behavior and their associations with the consequences of online buying behavior. The study adopted an e-loyalty framework and investigated causal links among functionality, usability, trust, commitment and loyalty. In addition, the study also attempted to investigate the mediating role of trust and commitment between online buying determinants and online purchasing outcomes. The demographic variables of age, gender and income are used as control variables.

An online questionnaire survey was conducted on Internet users by adopting purposive sampling technique. Confirmatory factor analysis (CFA) was employed for measurement development, SEM was used for testing causal links, and percentile bootstrap with 95% confidence interval was used for mediation analysis.

Significant positive relationships were found among functionality, usability, trust, commitment and loyalty. Trust was found to fully mediate the effect of functionality and usability on loyalty. It was also found that commitment fully mediates the effect of functionality on loyalty.

However, caution is advised while generalizing results of this study. The study was conducted on online retailing only. The authors recommend future studies to extend the research in other e-commerce sectors and also to perform a comparative study between online and offline retailing.

This study provides some practical implications to website developers in designing a web page that caters the functionality and usability aspects in understanding e-loyalty formation process so that appropriate marketing strategies and tactics can be established to accommodate customized loyalty of each customer.

The study demonstrates the customer loyalty formation process in online retailing. Scanty literature has witnessed mediating role of trust and commitment in the relationships among functionality, usability and loyalty along with age, gender and monthly family income as controls in Indian sub-continent.