Mushtaq Ahmad Darzi
@kashmiruniversity.net
Professor, Department of Management Studies
University of Kashmir
EDUCATION
M. Com; M. Phil (Commerce); Ph D (Management); FDPM (Management)
RESEARCH INTERESTS
Finance, Accounting, Marketing Management, Human Resource Management, Project Management
Scopus Publications
Scholar Citations
Scholar h-index
Scholar i10-index
Scopus Publications
Shohar Bano, Sumeer Gul, Suhail Ahmad Bhat, Manoj Kumar Verma, and Mushtaq Ahmad Darzi
Elsevier BV
Ratiba Riyaz, Mushtaq Ahmad Darzi, Romana Riyaz, and Yusra Showkat Bakshi
IGI Global
The internet of things (IoT) has emerged as one of the most significant 21st-century technologies in recent years. People can work and live more efficiently with the aid of the internet of things. Along with offering smart home automation gadgets, the internet of things is essential to businesses. IoT gives businesses a real-time glimpse into how their systems actually function, offering insights into everything from machine performance to supply chain and logistics operations. The expectations, attitudes, and needs of consumers are being altered by the technology that large businesses are attempting to incorporate into their marketing strategies. The chapter makes an effort to explore various elements of leveraging the internet of things for marketing, identify some of the key issues, and propose potential solutions. The marketers can make use of IoT's enormous potential in the future. However, there isn't a lot of literature out there yet that is geared toward marketing IoT. Thus, this chapter might provide a brief overview of the subject.
Rahat Gulzar, Sumeer Gul, Manoj Kumar Verma, Mushtaq Ahmad Darzi, Farzana Gulzar, and Sheikh Shueb
Emerald
Purpose 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. Design/methodology/approach 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. Findings 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. Originality/value The study tries to explore the public sentiments expressed over Twitter related to Russia-Ukraine war.
Umer Mushtaq Lone, Mushtaq Ahmad Darzi, and Khalid Ul Islam
Informa UK Limited
Sheikh Basharul Islam, Suhail Ahmad Bhat, and Mushtaq Ahmad Darzi
SAGE Publications
Private-label brands (PLBs) are spreading their operations in all product categories and have marked their presence in almost all types of retail formats. They are posing stringent competition to national brands (NBs), be it offline (organized and unorganized) retail or online retail. Besides being favourites of value-conscious Indian consumers, PLBs are becoming a key focus of channel partners as well. In this context, the present research article is aimed at providing insights about how PLBs are able to garner the profit-centric interests of channel partners and how they are affecting the distribution of NBs in the unorganized retail sector. The study is based on information collected through semi-structured interviews with distributors and retailers from Haryana and Punjab. A thematic analysis was performed to draw meaningful inferences from the responses collected through the semi-structured interviews. The results reveal that channel partners’ interest in the high margins of private labels and their interest in maintaining long-term relationships with the latter make NBs vulnerable on parameters such as sales effort investment, in-store visibility, ordering quantity and frequency and numeric distribution. This study provides bases for understanding private label operations in the unorganized retail sector in India.
Sheikh Basharul Islam, Mushtaq Ahmad Darzi, and Suhail Ahmad Bhat
Elsevier
Umer Mushtaq Lone, Mushtaq Ahmad Darzi, and Suhail Ahmad Bhat
SAGE Publications
The current study presents a systematic review of macroeconomic risk factors and stock market performance under the broader theme of multi-factor asset pricing or the Arbitrage Pricing Theory (APT). Based on the review of relevant literature, the study summarizes key findings of different research works and identifies significant research gaps that need to be addressed by future research. It assesses the state of published work in the domain of asset pricing by systematically analyzing 116 research articles. The research works whose focal point has been asset pricing have been retrieved from leading databases and journals related to financial economics for the period 1976–2019. The study provides a comprehensive look at the conceptual, theoretical, and methodological (or empirical) developments and patterns prevalent at the aggregate level. The implications of the study hold key importance for academia or future researchers, policy-makers and most importantly the investors for guiding their investment decisions efficiently.
Suhail Ahmad Bhat and Mushtaq Ahmad Darzi
SAGE Publications
Suhail Ahmad Bhat and Mushtaq Ahmad Darzi
SAGE Publications
The purpose of the study is to explore the influence of sociodemographic variables (gender & age) on consumers’ perception towards online shopping. The article specifically focuses on purchase benefit that has been categorized into three dimensions such as convenience, interactivity and enjoyment, which are associated with demand management of an Indian consumer. The study has adopted survey by questionnaire method for data collection from online shoppers. Quota sampling technique was used for data collection from 660 e-consumers. Data analysis and hypotheses testing were performed through descriptive (mean, percentage and standard deviation) and comparative statistics (Z-test and one-way ANOVA). Analysis revealed that gender does not have any influence on the purchase benefit variables; however, the significant mean difference was observed between ‘Below 20’ and ‘21–30’ years age groups for convenience and interactivity only. The findings of the current study will be helpful to web store executives in building marketing capabilities and demand management strategies for different age groups. The study has a unique contribution of filling the knowledge gaps in the existing literature by statistically evaluating the role of less-studied sociodemographic variables, that is, age and gender on the consumers’ intention towards purchase benefits associated with online shopping.
Suhail Ahmad Bhat, Mushtaq Ahmad Darzi, and Iqbal Ahmad Hakim
SAGE Publications
Mushtaq Ahmad Darzi and Suhail Ahmad Bhat
Emerald
Purpose 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. Design/methodology/approach 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. Findings 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. Research limitations/implications 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. Originality/value 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.
Suhail A. Bhat, Mushtaq A. Darzi, and Shakir H. Parrey
SAGE Publications
Executive Summary The competition among the organizations is increasing continuously and there has been a rapid shift in the business process deliverance. Financial service firms are striving to improve their business processes by liaising with customers to survive and compete successfully. The literature has obstinately emphasized on the utmost importance of trust and loyalty to survive in the financial sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the retail banking sector. The causal relationships existing between CKM, satisfaction, trust, and loyalty are explored. The mediating role of customer trust in the knowledge–loyalty and satisfaction–loyalty relationships is also explored. The data has been collected randomly from 412 customers of a private bank through survey by questionnaire. The research instrument has been developed and purified through factor analysis (confirmatory factor analysis). Structural equation modelling (SEM) has been employed to examine the causal relationship and fitness of the proposed model. The findings of the study reveal that CKM and satisfaction positively impact customer trust, and customer trust has a significant impact on loyalty. Besides, trust partially mediates the effect of knowledge and satisfaction on loyalty. The findings of the study are valuable to managers and strategists in understanding customer need in order to formulate the relevant customer loyalty programmes. However, the study focused on retail banking sector and uses data from a single bank only. Future research may evaluate the generalizability of findings across other banks as well as other nationalities. The main contribution of this study is to the loyalty literature by empirically validating the identified antecedents and demonstrating their role in managing loyalty. Furthermore, the study provides some valuable insights into the relational exchanges between variables wherein some inferences are derived from results regarding trust and loyalty.
Suhail Ahmad Bhat and Mushtaq Ahmad Darzi
SAGE Publications
In today’s highly competitive business environment enterprises are continuously striving to achieve a sustainable advantage. This sustainable advantage can be accomplished only when the enterprise is realizes a value-creating strategy, simultaneously not being implemented by any current or potential competitor(s) and when other firms are unable to replicate the benefits of this strategy. A very little literature is available that investigates the relationship among customer relationship management (CRM) capability variables and sustainable competitive advantage (SCA). In this backdrop, the article tries to analyse the role of CRM capability towards the goal of SCA. It identifies three CRM capability factors, that is, service capability, personnel capability and customer orientation and examines their effect on SCA. Structural equation modelling (SEM) has been used on a sample of 204 respondents who were selected randomly from the population of bank employees. The data have been collected from the bank employees through a structured questionnaire. The findings of the study reveal that CRM capability (having three domains—service capability, personnel capability and customer orientation) has a significantly positive impact on the SCA. This article contributes to the theory by examining CRM capability variables and tries to determine their impact on SCA in the banking sector, as CRM is now becoming strategically crucial in the banking industry.
Suhail Ahmad Bhat and Mushtaq Ahmad Darzi
Emerald
PurposeThe 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.Design/methodology/approachThe 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.FindingsThe 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.Research limitations/implicationsThe 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.Practical implicationsFurther, 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.Originality/valueVery 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.
Suhail Ahmad Bhat and Mushtaq Ahmad Darzi
Emerald
Purpose – 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. Design/methodology/approach – 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. Findings – 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. Research limitations/implications – 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. Practical implications – 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. Originality/value – 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.