Service Management, Service quality, Business on Internet
3
Scopus Publications
Scopus Publications
M-government implementation in India: A comparative study based on elaboration likelihood model Mrinalini Shah, Nilanjan Chattopadhyay Electronic Government, 2016 Difficult geographies and high mobile penetration were seen as extremely potential for shifting focus from e-governance to m-governance in India. M-governance program 'm-Sewa' was implemented in 2012. However, success of m-Sewa project depends on adoption and implementation by different State governments. A few Indian states have created comprehensive service delivery platform, integrated with their e-governance infrastructure. On the other hand, a few other states are just beginning the journey; while some other states are years behind. This paper attempts to make a comparative study of the m-government projects undertaken by different states of India as the mode to offer various government department services accessible to the citizens through mobile phones. The paper also attempts to evaluate the implementations as per elaboration likelihood model (ELM) framework. This paper will help the policy makers to decide the implementation strategy and kind of services to offer to maximise the adoption by users.
Exploring effect of service innovation on business performance of restaurants in India Nilanjan Chattopadhyay, Mrinalini Shah International Journal of Business Innovation and Research, 2014 Food industry of the world is expected to touch $992 billion in 2014 with a volume of over 586 billion transactions. The restaurant business in India has witnessed exponential growth over the last ten years and this could happen due to increasing disposable income of youth, changing life style, working couples and innovations in restaurant business models. The restaurant and hotel industry have evolved due to a variety of business models meeting the needs of all customer segments, and at the same time, developing standardising services and innovative menus. The objective of this paper is to examine a possible relationship between innovativeness, effectiveness and efficiency of a restaurant. For this study, data was collected from 175 restaurants. To conclude, this paper identifies important relationships between operational effectiveness, business performance and innovations in service delivery. This study also takes an overall perspective of innovation in the product (menu item), process, services and amenities and its impact on service effectiveness and will be useful for existing and new entrants in the restaurant business of India.
An investigative study of operational performance and service quality of Indian public sector banks Sajeev Abraham George, Nilanjan Chattopadhyay International Journal of Business Performance Management, 2012 Since economic liberalisation in the early 1990s, the public sector banks in India have been facing stiff competition from the private Indian and foreign banks that have captured a large share of Indian financial market. However, the country's banking system is still dominated by the public sector banks and there is an emerging need for a comprehensive framework for measuring their operational efficiency and service quality. This paper attempts to measure the operational efficiency and service quality of these banks. For operational performance benchmarking data envelopment analysis (DEA) methodology has been used and SERVQUAL model has been applied to measure service quality. Further, the operational performance and service quality of these banks have been compared with two leading private sector banks to derive academic and managerial insights. Linkages between operational efficiency, service quality and profitability of these banks have also been investigated.
