Fareeha Naz; Junaid Aftab; Muhammad Awais
Volume 3, Issue 11 , November 2016, , Pages 699-708
Abstract
Small and medium enterprises (SMEs) support countries’ economies in financial context and also create employment opportunities. Human resource management (HRM) practices are very important to equip employees via training & development, employees’ motivation through effective rewards policies ...
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Small and medium enterprises (SMEs) support countries’ economies in financial context and also create employment opportunities. Human resource management (HRM) practices are very important to equip employees via training & development, employees’ motivation through effective rewards policies and effective recruitment and selection process. The global competition is one of compelling force behind companies to adopt human resource management (HRM) practices professionally. Human resource plays a vital role to improve organizational performance and create competitive advantage in this competitive era. The world has been globalized and companies are facing cut throat completion in the market. Therefore, human capital is one of major source to enhance organizational performance. Pakistani SMEs are producing heterogeneous products related to trade, agriculture business and manufacturing. A collection of 320 self-administered and well-structured questionnaires were distributed among the employees of small and medium enterprises of Multan. Only 240 forms were got back. Statistical tests like correlation and regression were applied through SPSS V22. The outcomes revealed that HRM practices (employee recruitment & selection, training & development, rewards policy and performance appraisals) are positively associated with SMEs performance. The results conclude that when HR experts of SMEs focus on improvement of these practices organizational performance would be increased.
Uzma Anjum; Junaid Aftab; Qurrat-ul-Ain Sultan; Mohammad Ahmed
Volume 3, Issue 9 , September 2016, , Pages 509-520
Abstract
The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of Pakistan. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Therefore, we took five service quality dimensions (empathy, reliability, ...
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The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of Pakistan. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Therefore, we took five service quality dimensions (empathy, reliability, assurance, responsiveness & tangibility) as predicting variables towards criterion variable customer satisfaction. This research was carried out on customers of telecom sector. An aggregate of 320 questionnaires were distributed among the customers of telecom industry of Pakistan through electronic forms as well as simple forms out of which 255 forms were returned i.e. response rate was79.7%. The outcomes of statistical tests demonstrate that three out of five predictor variables i.e. assurance, responsiveness and reliability have positive impact on customer satisfaction while empathy and tangibility have no significant influence on customer satisfaction. Research limitations and future plans also discussed in this research.
