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... of financial year 2016, the government has formally approved 415 SEZs, out of which 205 are operational. The government has allowed 100% FDI for townships and settlement development projects and provision for reduction in minimum capitalisation for FDI investment from USD 10 million to USD 5 million which would help in boosting urbanisation as represented in Figure 1. ...
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Purpose: This paper aims to provide a comprehensive bibliometric review of the academic discourse on the Net Promoter Score (NPS), a pivotal metric in customer relationship management, thereby broadening the understanding of its application and impact in academic research and practice. Method: The study examines a corpus of 464 publications indexed...
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... Precisely this creates room for retail marketers to exploit fragrance as a crucial marketing tool to exploit individual feelings and overall retail shopping experience as it the demand from the younger generations to perceive prominent influential factors for decision making as observed in the case of health and wellbeing sector like spas (Jain et al., 2019). Again, Chatterjee and Shukla (2020) argues that retail dynamics consisting of atmospherics along with proper hygiene conditions does impact retail shoppers' engagement towards the retail store and as a key tool in identifying and engaging key drivers for customer retention (Kumar et al., 2021) and framing long term customer relationship (Singh and Gupta, 2020;Chatterjee, 2015). ...
Olfactory marketing is a phenomenon that is in the current trend of usage by marketing experts to ensure that consumers are more involved in the purchase decision-making process. Past studies have revealed that customers today look for more than the product and give a lot of importance to the atmosphere where the product or service is being consumed. The study surveyed 190 shoppers across a shopping mall in Kolkata, India. The study further uses the SPSS software program to test the regressions between different variables and build a new understanding of the impact of fragrance cues on consumer purchase decisions under the influence of control variables. This is the first study to demonstrate the effects of fragrance cues on retail shopping stores in Kolkata, India. The study would help managers to fathom the essence behind the importance of olfactory marketing in the retail marketing area.
... Real estate is a broad term that refers to land and any immovable property attached to it, including buildings and structures (Gerardo et al., 2019;Kamath & Madhura, 2018). In the real estate sector, the demographic profile of respondents is a crucial factor that significantly influences consumers' purchase decisions (Singh & Gupta, 2020). Experienced buyers may already know the essential factors for comparing alternatives. ...
Given the multitude of factors to consider, selecting a home to buy or rent is a significant decision, and consumer behaviour plays a crucial role in this process. This study aims to shed light on consumer needs, choices, and preferences that influence the decision making of homebuyers in Islamabad, Pakistan. To achieve this objective, a questionnaire was designed that incorporated factors extracted from existing literature on household needs, neighbourhood characteristics, consumer engagement and marketing factors, and investment determinants. Data was collected from 450 households in selected housing schemes in Islamabad, Pakistan, using a random sampling technique. Descriptive analysis, Kendell's W, and chi-square tests to understand needs, choices, and preferences. Analysis revealed that water availability and a proper drainage system were critical factors consumers consider when purchasing a property, followed by the proximity to public transport, workplaces , shopping centres, and airports. The results indicate that billboard marketing significantly impacted people's decision to purchase a particular property, followed by social media, the brand reputation of the developer/builder, marketing through television channels, and newspaper advertisements. Regarding investment determinants, affordability was the most critical factor that consumers considered when making a purchasing decision.
... Singh et al. (2018) found that structure and design (dwelling unit features) are the most significant factors influencing the choice of the customer in Noida-Greater Noida, India. Singh and Gupta (2020) found that basic amenities facilitation (public facilities) is the most important key factor affecting customer relationship management in the real estate sector. Misra et al. (2013) mentioned that social environment such as law and order situation (crime rate) and neighbourhood facilities such as medical facilities and job opportunities are the main factors that influence customer consideration for availing residential apartment in NCR. ...
The study focuses on assessing socio-economic characteristics and various parameters of residential satisfaction of plotted and apartments low-income group public housing in Lucknow, India. This assessment will analyse the data using T-test, regression, and Pearson and Spearman's correlation, which compares the data of two types plotted and apartment housing. T-test indicates that the residents' satisfaction of the plotted and apartment houses varies in public facilities and neighbourhood facilities from one another significantly. T-test results show that four parameters (dwelling unit features, level of operation and maintenance, public facilities and neighbourhood facilities) were significant at 0.05 levels, so equal variance was assumed. Multiple linear regression results represent a collective significant effect between all parameters and overall residential satisfaction, i.e., F = 20.713, P < 0.001, R2 = 0.673. Pearson's correlation analysis revealed that age, marital status, and family monthly income correlate with all residential satisfaction parameters in both housing types.
... Housing management services (such as rule implementation and complaint/management processing) were also determinants of residential satisfaction (Burby and Rohe, 1989;Maina, 2021). According to Singh and Gupta (2020), PF are the most crucial factor determining customer relationship management in the real estate market. According to Misra et al. (2013), the SE (crime rate) and neighbourhood amenities (medical facilities, job possibilities) are the key elements that impact customer consideration for residential apartments in National Capital Region (NCR). ...
This paper aims to assess residential satisfaction of low-income group (LIG) public housing residents of Lucknow, India. This study mainly focuses on 38 sub-parameters grouped under six parameters, namely dwelling unit features (DUF), dwelling unit support services (DUSS), level of operation and maintenance (LOM), public facilities (PF), social environment (SE), and neighbourhood facilities (NF) of overall residential satisfaction (ORS). This study used data from a questionnaire survey. The results were gathered through descriptive and regression analysis. The results suggest that PPH and APH residents are satisfied with DUF, PF, SE, NF, and ORS, and that APH residents are additionally satisfied with DUSS and LOM. Pearson's correlation analysis reveals that all sub-parameters are positively correlated, with few exceptions such as street maintenance, garbage disposal, and distance to school, public transport, and fire stations. A multiple linear regression model has been used to estimate the impacts of each parameter and sub-parameter of residential satisfaction. This is the first study on the residential satisfaction model for LIG public housing in Lucknow.
... Singh et al. (2018) found that structure and design (dwelling unit features) are the most significant factors influencing the choice of the customer in Noida-Greater Noida, India. Singh and Gupta (2020) found that basic amenities facilitation (public facilities) is the most important key factor affecting customer relationship management in the real estate sector. Misra et al. (2013) mentioned that social environment such as law and order situation (crime rate) and neighbourhood facilities such as medical facilities and job opportunities are the main factors that influence customer consideration for availing residential apartment in NCR. ...
The study focuses on assessing socio-economic characteristics and various parameters of residential satisfaction of plotted and apartments low-income group public housing in Lucknow, India. This assessment will analyse the data using T-test, regression, and Pearson and Spearman’s correlation, which compares the data of two types plotted and apartment housing. T-test indicates that the residents’ satisfaction of the plotted and apartment houses varies in public facilities and neighbourhood facilities from one another significantly. T-test results show that four parameters (dwelling unit features, level of operation and maintenance, public facilities and neighbourhood facilities) were significant at 0.05 level, so equal variance was assumed. Multiple linear regression results represent a collective significant effect between all parameters and overall residential satisfaction, i.e., F = 20.713, P < 0.001, R^2 = 0.673. Pearson’s correlation analysis revealed that age, marital status, and family monthly income correlate with all residential satisfaction parameters in both housing types.
Keywords: residential satisfaction; socio-economic features; low-income group public housing; statistical analysis.
... Zeithaml et al. (1993) talked about the possibility that service quality is the most significant factor in the accomplishment of any association. The gaps that cause ineffective delivery are featured by Parasuraman et al. (1988) The key factors that affect the CRM are necessary to identify in any field (Singh and Gupta, 2020). Previous customer involvement study tends to concentrate on examining the effect of customer involvement on customer satisfaction and its resulting results, such as customer loyalty, customer readiness to pay, and business results. ...
The research is focused on understanding the level of service quality gap which exists between the customer's expectation level and satisfaction level for real estate services in Delhi NCR region. The gaps in service quality are identified and analysed with the help of the SERVQUAL model which examines the five dimensions of service quality namely tangibles, reliability, responsiveness, assurance, and empathy. The sample for the study comprises those respondents who bought a house or flat in the last two-year or planning to buy in the upcoming years. Data is collected using a questionnaire with 36 questions and each the dimension of service quality is measured on a seven-point Likert scale. The gap in service quality between expectation level and satisfaction level is calculated by subtracting the expectation score from satisfaction score. The paper also identifies suggestions and measures to minimise these gaps and ways to bring beneficial changes in the perception of customer service experience towards real estate sector of Delhi NCR's.
... Zeithaml et al. (1993) talked about the possibility that service quality is the most significant factor in the accomplishment of any association. The gaps that cause ineffective delivery are featured by Parasuraman et al. (1988) The key factors that affect the CRM are necessary to identify in any field (Singh and Gupta, 2020). Previous customer involvement study tends to concentrate on examining the effect of customer involvement on customer satisfaction and its resulting results, such as customer loyalty, customer readiness to pay, and business results. ...
... Misra (2020), in her paper in IJICBM 'Board characteristics and performance of Indian banks' has mentioned that Home loans are one of the major contributors for the growth of Banks. Singh and Gupta (2020), in their research on 'Key factors affecting customer relationship management in real estate sector: a case of NCR', has identified the key growth factors for the growth of business. They opined that providing basic amenities will be the key growth factor for the business development of real estate sector. ...
Real estate goods require high levels of consumer interaction and customer satisfaction to maintain client loyalty. Executives working in real estate must improve client experience by
providing superior services due to fierce competition. The present study used Chai Song (2013) CRM model to investigate relationship. Customers from various sites provided a total
of 222 replies to a well-constructed questionnaire to ascertain the link between the researched variables. The data were assessed using SPSS-21 and Structural Equation Modeling (SEM) to
ascertain the relationship between the components. The data analysis showed that, at a 5% level of significance, employee behavior, quality of services, and relationship development all
had a substantial influence on customer satisfaction and loyalty. A direct effect value of (β=.56 .46 .48, .38, .46, .38, P = 0.000) was obtained for the hypothesis. Based on the direct
affect and p value, the Hypothesis H1, H2, H3, H4, H5, and H6 were accepted. The values (β= -0.37, -0.39; P=0.23, 0.21), on the other hand, were discovered to be adverse for managing relationship in terms of client loyalty and customer satisfaction. The hypotheses H7 and H8 were therefore rejected. Additionally, it was shown that client loyalty was significantly influenced by customer satisfaction, supporting hypothesis H9. The analysis also revealed that client loyalty and CRM are mediated by customer satisfaction
