Acceso usuarios
Roshan Baa, Ajay Kumar Chattoraj
Purpose: The study focussed on the influence of customer satisfaction on reform policies and the performance of SAIL and attempts to investigate the influence of reform policies in improving the performance of SAIL (De, 2014).
Theoretical Framework: Research examined the moderating role of customer satisfaction between reform policies and the performance of SAIL. A conceptual model with two hypotheses was developed and data were collected from 385 employees and managerial staff in the form of a questionnaire from five integrated units of SAIL (Jain et al., 2014).
Design/Methodology/Approach: Paper goes through the quantitative and qualitative discussion to analyse the performance of SAIL against the backdrop of liberalization measures introduced in the 1990s and afterward. The study will analyse two different periods of SAIL: Before 1990 and after 1990.
Findings: The findings of the study provide useful insights to evaluate and improve SAIL's reform policies and performance and to enhance customer satisfaction.
Conclusion: Article paves the way to huge scope for future researchers. The scope of the study can be further broadened by including several PSEs across multiple industries to gain comprehensive findings about the impact of reforms on the performance of different types of PSEs.
