Customer satisfaction is the most important parameter for judging the quality of service being provided by a service provider to the customer. Positive feedback from the customer leads to the goodwill of service providers in the market, which indirectly expands their business, whereas negative feedback makes it shrink. This theory is also applicable to health care providers. Nowadays, patients are aware of their rights in terms of health care services and the quality of health care services being delivered to them. There are various tools or indicators which are set to provide the quality of services for patients without any acquired infection. In this article, literature review has been done to study various tools given by distinct authors and customer satisfaction and quality indicators given by health organizations to measure quality in the health care sector.

Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting new customer and at the same time retain old customers by enhancing Customer satisfaction and Customer Loyalty.

PurposeThe social exchange theory (SET) and the principle of reciprocity advocate the give and take relationship between counterparts. Perceived justice and fairness engage employees in pro-organizational behavior, while perceived injustice or biases invoke anti-organizational behavior. On similar grounds, the current research aims to find the relationship between employee perception regarding “hiring and retention of diverse employees (HRDE),” “affective commitment,” and “counterproductive work behavior (CWB).” Furthermore, assessing differences in the perception of age diversity concerning studied variables.Design/methodology/approachThe data for the current study were collected from various private organizations in India with a sample size (n = 457). The data were further analyzed using factor analysis, regression analysis and analysis of variance.FindingsUnlike previous research, the findings suggested a positive effect of the variable “hiring and retention of the diverse workforce” on both “affective commitment” and “CWB.” Interestingly, “affective commitment” also indicated a positive relationship with CWB. Further, various age groups showed differences in the perception of “affective commitment” and not “HRDE” and “CWB”.Originality/valueThe findings of the study not only focus on the brighter side of becoming a more diverse workplace (i.e. higher affective commitment) but also highlights the side effects (i.e. CWB) aiding management to be mindful for effective, sustainable management and creation of psychological safe work environment for all.

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The Ministry of Drinking Water and Sanitation (MDWS), Government of India is entrusted with the responsibility for providing financial and technical resources for ensuring safe and sufficient drinking water in rural habitations of India. As per data available on the online portal of MDWS regarding progress of the National Rural Drinking Water Programme (NRDWP), out of a total 1,696,664 habitations nationwide, 1,249,695 (73.65%) habitations have been provided with a minimum of 40 litres per capita per day of water supply. Only 40.14% of the total habitations nationwide are provided with piped water supply schemes (PWSSs), and the remaining 59.86% of habitations have hand pumps and other schemes, whereas in the case of Madhya Pradesh, these figures are 15.96% and 84.04%, respectively. With the present rate of habitation coverage and quality of programme implementation, it seems almost impossible to reach the targets set in the ‘Strategic Plan for the rural drinking water sector for the period 2011 to 2022’. This study presents the findings of a state wide quantitative assessment of NRDWP implementation during the last five financial years (2010–2011 to 2014–2015) and also qualitative assessment of 16 PWSSs in 4 selected districts.