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Pages: 286-293
Samta Soni (Department of Business Management, Chaudhary Devi Lal University, Sirsa, Haryana)

Excellent service quality and customer satisfaction has become the latest buzzword for every organization. But today, it is more prominent in banking sector as it is more service oriented. The concept of banking transactions has also been shifted from traditional banking to modern banking due to the technological advancement in banking transactions as e-banking, internet and mobile banking, electronic fund transfer facility and electronic clearing services, ATM facility and many more. Nowadays, it becomes a challenge for an organization to satisfy their customers on grounds of traditional banking only by providing a better quality of service. Thus, this research paper presents a study which explores and pinpoints various new dimensions of service quality in banking sector related to customer satisfaction on the basis of modern and technological banking. Thus, the purpose of this paper is fulfilled by determining new dimensions of service quality for banking sector so that the bank managers can satisfy their customers on each segment including these dimensions. This analytical study based on the primary data collected has been through a questionnaire survey conducted in Haryana and National Capital Region on the sample of 486 respondents of public and private sector banks. The sample constitutes 246 respondents of public sector and 240 respondents of private sector banks. The factor analysis is applied on 35 items related to various services provided by the banks to their customers to determine new dimensions for the further study. The research conducted in the study consists of consumers of both public and private sector banks that are availing the services of banking sectors to explore the dimensions of service quality in a bank, factor analysis is applied on a sample of total 486 respondents. The results based on a factor analysis identify ten factors that influence users' evaluation of service quality of banking services. These factors are responsiveness, tangibility, reliability, assurance, and empathy and customer relationship management, grievance handling, and competitiveness, customer friendly and e-banking. The findings from the study facilitates the bank managers to have a better understanding of customers' perception and expectations in the form of various new service quality dimensions of banking sector and correspondingly suggests how to improve the satisfaction level of customers regarding these dimensions enclosing various services provided by the banks.

Pages: 286-293Samta Soni (Department of Business Management, Chaudhary Devi Lal University, Sirsa, Haryana)

Pages: 276-285
Bolanle Ogungbamila and Abayomi O. Olusa (Department of Pure & Applied Psychology, Adekunle Ajasin University, Nigeria )

Previous studies have linked occupational burnout with job-related frustration and work-family interference. But there is no adequate empirical evidence on the extent to which perceived family supportiveness and employees' emotional resources to manage challenging work situations may help ameliorate the effects of job-related frustration and work-family interference on occupational burnout; which this study investigated. Participants were 250 employees (152 females; 98 males) selected from two service occupations (health=100; security=150) in southwest, Nigeria. Results indicated that occupational burnout increased significantly with job-related frustration and work-family interference. Results of the mediation test showed that perceived family supportiveness significantly reduced the extent to which job-related frustration and work-family interference led to occupational burnout. Similarly, emotional intelligence significantly reduced the relationships of job-related frustration and work-family interference to occupational burnout in such a way that employees who were emotionally intelligent tended to report low level of occupational burnout despite job-related frustration and challenges of balancing work and family obligations. Implications of the findings for theory and practice are discussed.

Pages: 276-285Bolanle Ogungbamila and Abayomi O. Olusa (Department of Pure & Applied Psychology, Adekunle Ajasin…

Pages: 271-275
Amit Kumar and Jyoti Sharma (Department of Commerce, Dayanand Post Graduate College, Hisar, Haryana )

Structure of Financial Services in a country plays effective role in growth of economy. Last two decades there are no. of changes in banking industry for improving the various financial services at a large level with the help of financial inclusion. Financial inclusion means providing the appropriate financial services at a reasonable cost on time. In this paper the researcher describe the role of financial inclusion in banking sector for the growth of economy. This study concentrates on approaches adopted by various Indian banks in achieving the goal with the help of analysis of past and present year's progress through financial inclusion. The data has been collected from various journals, articles, reports of RBI and online resources.

Pages: 271-275Amit Kumar and Jyoti Sharma (Department of Commerce, Dayanand Post Graduate College, Hisar, Haryana…

Pages: 267-270
Somayeh Rahmani Souroi (Behavioral Sciences (Preschool Education) Arsanjan Branch, Islamic Azad University, Arsanjan, Iran)
Firouz Rezaian (Department of Educational Sciences, Arsanjan Branch
Islamic Azad University, Arsanjan, Iran)
Jahangir Mehr Afsha (Department of Persian Language, and Literature, Arsanjan Branch, Islamic Azad University, Arsanjan, Iran)

The aim of this study is to evaluate the ability of intelligence third grade female students by controlling the sequence of birth and family size is variable. The research method is causal-comparative. The target population included all third grade female students in Bandar Abbas in the area of a school year 2014-2015, 135 people have formed, that the research sample by sample size table Gerjesy and Morgan (1970), 100 students were selected by purposive sampling the community. Results using independent t-test and analysis of variance were significant and include: 1. Average intelligence is the ability of children with the birth of the first, the second and third higher than the average intelligence of children with second-third higher. 2. The mean intelligence to children in families with one child, the children of two children and three children later, the average intelligence of the children in the family of three children in a family with two children is higher. 3-average scores of intelligence of children with parents with higher education (bachelor-up group) compared to other groups (elementary cycle, diploma and associate degree) higher. 4-The average scores of intelligence employees are parents of children with parents with higher self-employed and mother is a housewife.

Pages: 267-270Somayeh Rahmani Souroi (Behavioral Sciences (Preschool Education) Arsanjan Branch, Islamic Azad University, Arsanjan, Iran)Firouz…

Pages: 261-266
Aliakbar Rahimi and Reza Sattar (Department of Educational Sciences, Farhangian, University, Eghlid, Iran)
Mohammad Javad Rahimi (Clinical Psychology, Yasuj Science and Research BranchIslamic Azad University, Yasuj, Iran)
Ozra Jahed (Family Counseling from the University of Isfahan Education Advisor)
Alireza Zolfaghari (Department of Education Toysarkan Branch, Islamic Azad University, Toysarkan, Iran)

Anxiety and depression are commonly comorbid in older adults and are associated with worse physical and mental health outcomes and poorer response to psychological and pharmacological treatments. However, little research has examined the effectiveness of psychological programs to treat comorbid anxiety and depression in older adults. Sixty-two community dwelling adults aged over 60 years with comorbid anxiety and depression were randomly allocated to group cognitive behavioral therapy or a waitlist condition and were assessed immediately following and three months after treatment. After controlling for cognitive ability at pre-treatment, cognitive behavior therapy resulted in significantly greater reductions, than waitlist, on symptoms of anxiety and depression based on a semi-structured diagnostic interview rated by clinicians unaware of treatment condition. Significant time by treatment interactions were also found for self-report measures of anxiety and depression and these gains were maintained at the three month follow up period. In contrast no significant differences were found between groups on measures of worry and well-being. In conclusion, group cognitive behavioral therapy is efficacious in reducing comorbid anxiety and depression in geriatric populations and gains maintain for at least three months.

Pages: 261-266Aliakbar Rahimi and Reza Sattar (Department of Educational Sciences, Farhangian, University, Eghlid, Iran)Mohammad Javad…

Pages: 257-260
Javad Rostami and Mehdi Basirat (Department of Management, Persian Gulf International Branch, Islamic Azad Univercity, Khorramshahr, Iran)

The two key factors in determining the risk-return investments Stock Exchange, are considered, capital market participants are always in search of new methods and tools to calculate risk and return, Why not identify the sources of risk and return and the relationship between them and the control and measurement of these factors, this enables Investors in their investment with less risk faced And at the same time are greater return on investment. In this study, the relationship between risk and expected return on cement firms listed in the Tehran Stock Exchange in the period 2003 to 2010 were studied. The aim of this study is based on an applied research, and based on inductive inference from the research is to develop methods of research after the event. To test the hypothesis, Trend Analysis is econometric tests were used to determine the appropriate model based on coefficient significance level of optimization to be determined. The results show that: 1. systematic risk (market) beta is measured by output changes explains the Tehran Stock Exchange. 2. The capital asset pricing model (CAPM) model to determine the expected rate of return in Tehran Stock Exchange is in the cement sector. 3. securities market line (SML) does not show a linear relationship. 4. unique risk and return can be diversity not affect stock returns.

Pages: 257-260Javad Rostami and Mehdi Basirat (Department of Management, Persian Gulf International Branch, Islamic Azad…

Pages: 253-256
Ruhollah Moradi and Soheila Mahdavi (Department of Management, Persian Gulf International Branch, Islamic Azad Univercity, Khorramshahr, Iran)

This study examines the relationship between financial constraints and external monitoring Asymmetric cash flow sensitivity of cash holdings in companies listed on the Stock Exchange of Tehran. Asymmetric cash flow sensitivity of cash holdings you can now occur as a result of wrong decisions and result in inefficiency in the Company's performance. Given the importance of our goals in this research, first positive or negative cash flow sensitivity of cash holdings, and asymmetry in the face of the sensitivity of cash flows Cash flow was positive and negative. The impact of financial constraints and external monitoring company also tested the sensitivity of cash flows is asymmetric. In this regard, the financial information of the 120 companies listed on the Stock Exchange for the period of 2008 to 2014 was analyzed. Research methodology the purpose of descriptive correlational and to test hypotheses and panel data regression models were used. The results showed that the sensitivity of cash flows not affect cash flows but financial constraints and negative impact of external monitoring have a positive impact on cash flow sensitivity.

Pages: 253-256Ruhollah Moradi and Soheila Mahdavi (Department of Management, Persian Gulf International Branch, Islamic Azad…

Pages: 248-252
Meenu Sindhu (Department of Economics, Govt. P.G. College, Hisar, Haryana)

Female work participation has shown the existence of gender bias in India. Gender related prejudices have put females in a disadvantageous position in almost all walks of life. Such as, in the allocation of social, economic and their reproductive roles, female are deprived of opportunities for access to education, training, skill development, decision making both at personal and social levels. Inequality in access to development resources and in work opportunities between males and females result in lower contribution to development by females, who are half of the labour force. It is a matter of great concern that females face discrimination in all walks of life; may it be health, employment or education. One typical features of this workforce disparity can be seen in Haryana. The present paper reviews on gender inequality in work participation in Haryana

Pages: 248-252Meenu Sindhu (Department of Economics, Govt. P.G. College, Hisar, Haryana)

Pages: 245-247
Sukhdev Singh (Department of Printing Technology, GJUS&T, Hisar, Haryana)

Printing and Packaging are the main part of the marketing which plan for any business that makes or sells products in the market. A product's package can be the selling point for many consumers by delivering a good sense of quality while reflecting the product's brand image also. It is critical in retail sales, where the right packaging design can attract the consumer's eye and make the product stand out next to a rack of the competitor's product. This paper helps the individual to know about the role of printing and packaging in market on consumer behavior.

Pages: 245-247Sukhdev Singh (Department of Printing Technology, GJUS&T, Hisar, Haryana)

Pages: 242-244
Kuldeep Kumar Chaudhary and Vikas Madhukar (Department of Management, Amity University, Gurgaon, Haryana)

In today's world of growing competition where there are numerous brands selling the same products, consumers have an abundant number of choices and many diverse factors influence their buying behavior. With the ever-increasing penetration of internet and social media, the purchasing behavior of Indian consumers has changed dramatically. Urbanization is taking place in India at a dramatic pace and is influencing the life style and buying behavior of the consumers. Consumer behavior is complex and very often not considered rational. The recent trends which are found in the Indian market are celebrity influence, online shopping, freebies and popularity of eco-friendly products. The present study is to analyze the various influencing factors which make the consumer's intent into purchase decision.

Pages: 242-244Kuldeep Kumar Chaudhary and Vikas Madhukar (Department of Management, Amity University, Gurgaon, Haryana)

Pages: 237-241
Sradhanjali Mishra (PG Department of Personnel Management and Industrial Relation, Utkal University, Bhubaneshwar, Odisha)

Crisis communication is an integral aspect of public relations that can have either positive or negative repercussions based upon the action that an organization responds. The manner in which an organization handles a crisis determines financial implications that may ensue, public perception and reputation of the organization, as well as the overall success or failure of the organization in the future. This article attempts to summarize the strongest evidence that has emerged from crisis communication research study made on National Aluminium Company Limited. A crisis is the ultimate unplanned activity and the ultimate test for managers. In a time of crisis, conventional management practices are inadequate and ways of responding usually insufficient. No country, company or organization is immune to crisis. Being able to effectively respond in the event of a crisis is relevant to an organizations survival. Meticulously planned crisis communication strategies not only enable organizations to recover from the aftermath of a shock wave but also benefit from the analysis of the dangers and draw consequences for future actions. Corporations with efficient crisis communication teams are able to effectively communicate and respond in the event of a crisis. The article provides guidance for crisis communicators by pointing out what researchers have found to be the most effective crisis communication practices that may influence an organization's crisis communication response. What makes this story so compelling is the media aspect of both the crisis itself and the strategy for managing the crisis. Using a case study approach, this paper assesses Nalco's decision to integrate the medium that sparked the crisis into the strategies to manage the situation, and it questions the efficacy of best practices and principles of crisis management. However, crisis management and communication experts' opinions differed on whether Nalco's crisis communication was effective or ineffective. This paper aims to assess Nalco's crisis communication and mainly to point out possible failures through a content analysis of secondary data collected from various sources (newspapers, magazines, annual reports and blogs).

Pages: 237-241Sradhanjali Mishra (PG Department of Personnel Management and Industrial Relation, Utkal University, Bhubaneshwar, Odisha)

Pages: 233-236
Manju (Department of Applied Psychology, GJUS&T, Hisar, Haryana)

The purpose of this study is to find out relationship between self-esteem and family relationship. The data was collected from college students (80 boys and 80 girls), age range between 18 to 25 years. Multidimensional self-esteem Inventory propounded by O'Brien and Estein (1980) and family relationship Inventory proposed by Sherry and Sinha (1968) were used for assessment of the proposed variables. Statistical Analysis is done with the help of pearson's product moment method of correlation. Result findings indicate that dimensions of self-esteem are significantly correlated with family relationship.

Pages: 233-236Manju (Department of Applied Psychology, GJUS&T, Hisar, Haryana)
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