Organizational Behavior And Organisational Behavior

Nowadays with the new millennium speeding towards us and competitive advantage more rapidly than ever, organisational behavior is one of the most direct relevance study for deeper understanding of management context. Indeed, it’s about how people organised and managed at work, which contains the study of leadership, motivation and organisational design to examine human behaviour in relation to various psychological, social and political conditions. The purpose of study this subject from regulatory perspective is to examine what happens in company and suggesting minor change. From radical perspective, judgment is made on the way organisation should be and suggest recommendation on how to achieve it. An organisational culture is exist in every company to make them institutionalised and distinct them with each other. (Robbins and Millett, 2004) A company that I work in during the four months holidays after the SPM examination has their own organisational culture, though they are not a big multinational company. Learning culture is the type of organisational culture I found in my working place. It was an insurance company, Tokyo marine life. I worked as assistant there, since I’m still new, my manager gave me some briefing on the guideline in work, regarding the goal of company, the importance of learning attitude at work and productivity in work. Everyone in the organisation is keen to learn. Managers and supervisors are demanding and monitoring us from time to time. OfShow MoreRelatedOrganizational Behavior: Remaking Jcps Organisational Culture3994 Words   |  16 PagesQuestrom and Castagna between year 1999 to 2004; Mike Ullman and Theilmann between year 2004 and onwards. The contributions of Questrom and Castagna were more on optimizing business operation while Mike Ullman and Theilmann were more on changing the organisational culture. Shortly after joining as chairman and CEO of JCP in December 2004, Mike Ullman along with his top management team took various initiatives to change the climate and culture of JCP from the rigid one into more flexible and democratic environmentRead MoreWhat Is Organizational Culture And Discuss Factors Associated With Understanding An Organization Is Its Success1353 Words   |  6 Pagesmeaning of organizational culture and discuss factors associated with understanding an organization s culture, with examples presented to show my discussion points. This essay will therefore discuss some of the main reasons why it is important for organisation and when it should be changed. In the era of globalization, exploring and understand the culture and behavior of the organization have become very important, as it is composed of people of different race, color and culture. Organizational behaviorRead MoreConcept Of Culture And Organizational Analysis1269 Words   |  6 Pages3.0 LITRATURE REVIEW 3.1 Concept of culture and organizational analysis: The concept of culture has been linked increasingly with the study of organisation (Graves and Rouse, 1990). Nevertheless, Organisational culture is a set of beliefs, values, and norms, together with symbols like dramatized events and personalities, which represents the unique character of an organization, and provides the context for action in it and by it (Deshpande and Webster, 1989; Ravasi and Schultz, 2006; Xiaoming andRead MoreA Review On Organisational Theories1677 Words   |  7 PagesBUS 5113 - Assignment Unit 1 - A review of organisational theories A review of organisational theories Craig Morley University of the People A review of organisational theories 1 In Chapter 2 of the Organizational Theory text we reviewed four theoretical contributions which are central to the understanding of today s Organizations. Offer a brief analysis of all four theoretical concepts and then pick the one you the feel is the most influential from both historical and managerial perspectives. ExplainRead Moreâ€Å"Knowledge of the Process That Organisational Buyers Follow in Making Purchasing Decisions Is Fundamental to Responsive Business Marketing Strategy.†1702 Words   |  7 Pagesâ€Å"Knowledge of the process that organisational buyers follow in making purchasing decisions is fundamental to responsive business marketing strategy.† INTRODUCTION In today’s globalised and forever changing world of business, different organisations around the world are finding it very difficult not only to compete but also to be managed efficiently and effectively by management. The world of business is very volatile and forever unpredictable and this is caused by changing and difficult forcesRead MoreORGANIZATIONAL STRUCTURE AND EFFICIENCY Essay1748 Words   |  7 Pagesimportant factors that determine employees’ efficiency in performing their tasks. This paper will concentrate on how organizational structure affects the efficiency of work done by employees’. Six key elements of an organizational structure will be followed by three common organizational structures. Efficiency of employees will be brought about relating to the above mentioned. â€Å"An organizational structure defines how job tasks are formally divided, grouped, and coordinated† (Robbins, Judge and CampbellRead MoreContemporary Approaches758 Words   |  4 Pagesselect the best alternative among a set. Models neglect non quantifiable factors. Managers not trained in these techniques may not trust or understand the techniques’ outcomes. Not suited for non routine or unpredictable management. Organisational Behaviour ï‚ · ï‚ · Organisational Behaviour (OB) has its roots in the Human Relations approach. Theorists believed that the assumptions of the Human Relations approach were too simplistic in nature, failing to adequately explain human behaviour. Under the HumanRead MoreThe Role Of Organizational Behavior By Embracing Performance Management Research Essay759 Words   |  4 Pagesvalues’, Academy of Management Journal, 42(5), pp.507-525. Aguinis, H., C. Pierce, (2008) ‘Enhancing the Relevance of Organizational Behavior by Embracing Performance Management Research’, Journal of Organizational Behavior, 29 (1) pp.139-145 Atrill, P., E. McLaney, (2011) Accounting and Finance for Non-Specialists, 7th Edition, Harlow: FT/Prentice Hall Barney, J. (1986) ‘Organizational Culture: Can it be a source of sustained competitive advantage’? Academy of Management 11(3), pp. 656-665. BarneyRead MoreBackground of Human Resource Management1652 Words   |  7 Pagesassessment and rewarding of employees, while also overseeing organizational leadership and culture and ensuring compliance with employment and labour laws. (Wikipedia) ⠝â€" Armstrong (2006, p.4) defined it as a strategic and coherent approach of an organisations most valued assets. - the people working there, who individually and collectively contribute to the achievements of the objectives of the business. ⠝â€" HRM is the organizational function that deals with issues related to people such asRead MoreRole Of Hrm Over The Period Of Time1495 Words   |  6 PagesThe report is an amalgamation of three patches of which, first, is a journal review of two human resources related articles: â€Å"Extending the Scope of Organisational Culture: the External Perception or an Internal Phenomenon† (MacIntosh and Doherty, 2007) and â€Å"Organisational Culture: An exploratory study comparing faculties’ perspectives within public and private universities in Malaysia† (Ramachandran, Ching and Ismail, 2010). This journal review is concluded by a reflection wherein the scholar expresses

Essay about Personal Narrative Being Asian American

I am a girl with two heads. At home, I wear my Chinese head, in school I wear my English head. Being an Asian, or Chinese, as it is commonly referred to, my culture plays a key role in the development of who I am and what I do, my personal identity. An identity is the distinguishing character or personality of an individual. Parents are often one of the key factors of this culturally developed personal identity. â€Å"Fortunately, children do not need â€Å"perfect† parents. They do need mothers and fathers who will think on their feet and who will be thoughtful about what they have done. They do need parents who can be flexible, and who can use a variety of approaches to discipline.† - James L. Hymes, Jr. this quote, I can say, is physically†¦show more content†¦Ã¢â‚¬Å"A bamboo stick makes a good child.† This was a famous quote that ran in my family for many years since it worked on every child my father knows. I’m not sure it is superior or awful, but it works, for it was authoritarian restraint that tainted me from the past to the current me. It was the day, the report card appeared into my mail box. I headed into the house slowly, my father walking in front of me. The marble stone floor was colder than usual and was gnawing on my foot. The sense of danger hung in the air, but I walked on. As my father summon me to come forward my foot, obediently, dragged themselves in front him. Knowing that I will be stroke with the slender bamboo stick, instead of fear rising, indifference was replaced by it. The first blow struck my buttock. As it gained speed, almost the entire of my body surface was struck, and then it ended. Black and blue covered my legs and arms as like it was paint. However, unlike paint, it can’t be washed. I hate report cards. Since then, my grades were above average, but until today, I still hate them. You can say that it was that day that changed my languid attitude to a busy worker. I can’t say that my attitude and behavior haven’t changed from since, but I can say that it is kind of s olid. In philosophy, the issue of personal identity concerns the conditions under which a person at one time is the same person at another time. An analysis of personal identityShow MoreRelatedAsian American Narratives Defined By The Intergenerational Model1120 Words   |  5 PagesAsian American Narratives Defined by the Intergenerational Model The Asian American experience primarily narrates a story of hardship in assimilation into the American society. However, these stories are heavily nuanced depending on the generational perspective. The Asian American experience from the first generation emphasizes the practical concerns in surviving economically in a foreign land. On the other hand, the second generation recounts social and personal conflicts that primarily deal withRead MoreEssay about Asian American Identity1643 Words   |  7 PagesSilence as Beauty, Silence as Self: The Asian American Identity The label â€Å"American† encompasses many different cultures and races. However, American society is often guilty of assuming there is only one true, certainly white, â€Å"American† face, voice, and behavior. Associate Professor of Sociology, Minako Maykovich, states that â€Å"the criteria for physical characteristics are generally determined by the dominant group in society,† thus â€Å"racial difference is the greatest obstacle to the processRead MoreMy Personal History Narrative From The Beginning Of The Semester1183 Words   |  5 Pages After reviewing my personal history narrative from the beginning of the semester, I now see that there are some of my perspectives have been altered. For anyone, it is very easy to stay in their â€Å"bubble† (their safe zone or routine) and only focus on what matters to them without taking into account outside perspectives. People do this, myself included, because it is easy to ignore the realities of others around you and only focus on yourself. Everything from race to religion is very salientRead MoreThe Legend of Miss Sasagawara1529 Words   |  7 PagesThe Longer Paper: What’s the story? The Legend of Miss Sasagawara is a narrative of tragedy. A tragedy typically illustrates the downfall of the protagonist, who is usually a person of good standing, through one or a series of tragic incidents that he or she does not have control over. The protagonist usually has a wish to achieve some goal but encounters obstacles along the way. The outcome is that the protagonist is unable to overcome these challenges and therefore suffers a change in fortuneRead MoreThe Plot Of The Classical Detective1314 Words   |  6 Pagesdetective† to find the â€Å"knowledge,† to her own personal mystery. Suzy is a twenty-nine-year-old Korean-American woman who lives in New York City. She is haunted by the murders of her parents; she was estranged from them for five years before their passing. When Suzy has reason to believe that their murder was a random shooting as was previously believed, she uses all the information that is available to solve the crime. Suki Kim utilizes tone and a nonlinear narrative structure to parallel Suzyâ₠¬â„¢s confusedRead MoreMulticulturalism Essay1487 Words   |  6 Pagesto be a part of that specific culture throughout history from the perspectives of those who are a part of that oppressed subgroup being displayed in the text. Multiculturalism, especially through literature, serves its specified race and culture by teaching as much as possible about the worldviews of said culture and those that emerge as a result of the writer’s personal experience. Roger’s statement is a common goal a plethora of multicultural works seeks to achieve. No matter the culture, thereRead MoreThe Little Tokyo Service Center and Language Barrier Assessment2277 Words   |  10 Pagesgeneration monolingual Asian American senior citizens often experience marginalization because of limited resources in addition to language barriers. As a result, monolingual Asian American seniors are constantly experiencing multiple barriers in society, because of the disenfranchisement of people of color. Delgado and Stefancic (2001) describe the stratification of the Eurocentric ideology and values that are embedded in the United States. Because of the values in American society, people are expectedRead MoreI Love Yous Are For White People1714 Words   |  7 PagesImagine the fear and the trauma of having to escape a place that you once considered your home to travel to a completely foreign land that still does not fully accept you. This experience was heavily portrayed in I Love Yous Are For White People, a narrative written by Lac Su, as well as in Trieu Tran’s one-man play, Unplugged. Both the novel and the play displayed the struggles of living as Vietnamese refugees along with the difficulties assimilating into the new countries that they travelled to. TheRead MoreCultural Technology And Its Impact On Western Asia1485 Words   |  6 Pagesby governments to promote their economies, but people became skeptical like in the case of a incidence in straits Times (1998) ; where governments were perceived as weak and corrupt and only utilizes Confucian for its own good and more worse the Asian financial crisis displaced the Confucian project(Tu 1991).In the global playing field we are witnessing the co llapse of traditional boundaries, with the development of satellite TV and the internet which has made it easier for individuals to accessRead MoreThe Woman Warrior, Maxine Hong Kingston1722 Words   |  7 PagesIn The Woman Warrior, Maxine Hong Kingston crafts a fictitious memoir of her girlhood among ghosts. The book’s classification as a memoir incited significant debate, and the authenticity of her representation of Chinese American culture was contested by Asian American scholars and authors. The Woman Warrior is ingenuitive in its manipulation of the autobiographical genre. Kingston integrates the value of storytelling in her memoir and relates it to dominant themes about silence, cultural authenticity

Should We ‘Tone Down’ Anzac Day Free Essays

Should we ‘Tone Down’ ANZAC Day to be considerate of ethnic minorities in Australia? Of course not. But a substantial amount of Anglo-Australians believe that we should. This makes absolutely no sense at all. We will write a custom essay sample on Should We ‘Tone Down’ Anzac Day? or any similar topic only for you Order Now Why would anyone be offended by ANZAC day, we are remembering the brave men and women who have fought and died for this country, as well as the ones that continue to fight for our country overseas. I don’t see how anyone may be offended by that, except for maybe the Turkish or the Germans but even they should enjoy ANZAC day because it is a celebration of who the ANZAC soldiers were, not who they fought. It’s not like the ANZAC’s were Nazi’s, they didn’t commit genocide or crimes against humanity, they protected a country full of innocent people, they are heroes and heroes deserve to be remembered at least once a year. They believe that we should consider how the ‘minorities’ would feel. The key word there is minorities. Does it seem fair that an entire nation or at least the majority of a nation must give up a tradition of almost a century for the consideration of a small percentage of the population? This is Australia, Australians built this country whether they were white Australians or not doesn’t matter. Celebrating the ANZAC spirit is not only respect for our fallen soldiers, but respect for our country and everyone who enjoys the prosperity of modern day Australia should honour that. ANZAC day is celebrated not only in Australia, but at many locations all over the world. Of course it is not celebrated in these countries in the same capacity as it is in Australia and New Zealand but is remembered none the less. Some of these countries include Turkey, Germany, France and China. These countries had no soldiers in the Australian and New Zealand Army Core; they are remembering the values the ANZACS represented. Every year for I don’t know how long people who care have set up two weeks before ANZAC day and begun to sell ANZAC day badges, these people volunteer their time and effort because they respect what this special day means. A few weeks ago just before ANZAC day ‘Metlink’ – the company that runs metropolitan trains and buses in Melbourne and surrounding areas – told these people they could only sell the ANZAC day badges at the train and bus stations on one day rather than for the entire two weeks that had been the tradition for many years. Obviously many people were extremely offended, including the many volunteers, commuters and the general population. Luckily, after public outcry the metropolitan train company withdrew the restrictions on the sale of ANZAC day badges. But the fact that it was even suggested is a gross example of how even some white Australians have lost sight of what ANZAC day and the ANZAC spirit represents. Almost every second Australian had a grandparent who fought in the First World War. And most people have some sort of relation to an ANZAC soldier. Former Prime Minister Kevin Rudd once said â€Å"The Gallipoli campaign is part of our national consciousness, it’s part of our national psyche, it’s part of our national identity. † I think this statement just about sums it up. The ANZAC spirit is a part of every one in this country, whether they were born here or not, because it is a part of the country. The last Australian ANZAC and last person in the world to have fought on the beaches at Gallipoli, Alec Campbell, died on the eve of March 16, 2002. With him died the last living memory of the courage, strength and valor that was displayed on the battlefield all those years ago. Alec Campbell died in peace knowing that the ANZAC spirit and the memory of his fallen comrades would never be forgotten. But was he comforted by a false hope? Has the essence of the ANZAC spirit been lost somewhere in the translation of time? The fact that people are suggesting that we ‘tone down’ ANZAC day or discontinue the celebration completely, leads to the conclusion that maybe it has. So what is the ANZAC spirit? Above all the ANZAC spirit means loyalty and respect to your comrades, families and friends. The ANZAC spirit means courage, strength and resourcefulness. Are these not values that every race and religion should celebrate? Perhaps the problem lies not within the meaning of ANZAC day and how that effects the ethnic population, but in the education that is given regarding ANZAC day. Perhaps if we tried harder to involve new Australians in the ANZAC day celebrations, they may begin to better understand what ANZAC day really represents for our country and for them. How to cite Should We ‘Tone Down’ Anzac Day?, Essay examples

Health Care Reforms Around World

Question: Discuss about the Health Care Reforms Around World. Answer: Introduction: Among the reforms that the Norwegian healthcare system experienced following the Coordination Reform 2012 was the improvement of the communication channels and information sharing channels between healthcare organizations. The advantage of this is that it will unite the countrys healthcare facilities in the fight against diseases in the country. Another reform is enhancing the education at the primary healthcare level. That creates awareness regarding the available healthcare resources. The advantage of making this education available is that it will empower the citizens with knowledge about issues such as emergency situations. The change focused on macro-organizational aspects such as the organization and operations of the healthcare organizations. The intention of this reform was to ensure that there is increased efficacy and efficiency in the provision of healthcare services in Norway. The healthcare system in New Zealand in the Nineties was experiencing serious fiscal burdens which meant that there was need for healthcare reforms. A reform that was implemented was the integration of the primary and secondary funding of the healthcare sector. The advantage of this reform is that it saved on the resources available to the healthcare sector because planning and implementation of changes in the healthcare sector will be faster. The abolition of the health boards to ensure that decision making is faster in the operations of organizations of the healthcare sector. The advantage of this is that it streamlines the business giving it a business-like approach. The control knobs turned by this reform are organization and financing knobs. Moreover, the reform focused on macro-organizational aspects because of the policy interventions that resulted in changes in the roles of health care institutions. References Aasland O, Rosta J, Nylenna M. Healthcare reforms and job satisfaction among doctors in Norway. Scandinavian Journal of Public Health [serial on the Internet]. (2010, May), [cited September 13, 2016]; 38(3): 253-258. Rodwin V. Book and Media Reviews. Six Countries, Six Reform Models: The Healthcare Reform Experience of Israel, the Netherlands, New Zealand, Singapore, Switzerland and Taiwan: Healthcare Reforms "Under the Radar Screen". JAMA: Journal of The American Medical Association [serial on the Internet]. (2010, Nov 10), [cited September 13, 2016]; 304(18): 2070-2071.

Alice And The Wonderland Essays - English-language Films

Alice And The Wonderland To millions around the world, Lewis Carroll's ?Alice in Wonderland? is merely a childhood dreamland filled with riddles, fairy tails, and games without rules. However, to the trained eye, Alice's world translates into much more than a child's bedtime story. There are many undeniable patterns and connections seen throughout his story that are simply too radical to be mere coincidence. The story of Alice is both a mixture of contradictory patterns and a metaphor for growth. With the right train-of-thought and a little imagination, this otherwise straightforward fairy tale becomes a key to Carroll's inner thoughts. Psychoanalysts have analyzed Alice in Wonderland since the early 1900's. Psychoanalysis is,? the theory of the talking cure.? In other words, it is used to help understand inner (subjective) meaning. Psychoanalysis was first used as a clinical practice to help people suffering from troubles without any organic cause. (Bokay 2) However, it has also proven very effective in uncovering subliminal motives in dreams, art, and literature. The following should not be looked at as definite concepts, but more like a key to help understand some popular interpretations of lewis' text. If the whole of Alice's journey may be read both as a passage from the surface to the abyss and as an achievement, a hard conquest from the abyss to the surface, the leaven, the ?engine' of this twofold passage is to be found in the series of events which are written in Alice's body. (Roncada 2) To grasp the concepts and to fully understand underlying ideas in wonderland, it helps to think of wonderland as a real world with real rules. Non-law and a non-measure of Alice herself govern wonderland, which in turn results in a large amount of? nonsense. What is isn't, what isn't is, a very hard concept for young Alice to grasp at first. Alice morph's from tall to short, from small to big, and always maintains her psychological and biological age. Her body (the engine) is disconnected from her physical life. (Roncada 4) Her body goes through four phases throughout this trip: 1) and unexpected growth/decrease 2) a growth/ decrease openly driven by the other characters 3) a growth/decrease manipulated by Alice (with bits of mushroom) 4) the spontaneous, self induced growth without the use of any object (during the trial). (Roncada 4) This is the most obvious metaphor suggesting growth seen throughout Alice's trip. Alice does not look for any explanation for her re-occurring metamorphic changes. To Alice, eating and drinking does not mean nourishment just as growing up does not mean maturing or getting old; it is only used for alteration. The use of food in this world is not incidental. In Wonderland there are many distinguishing factors between eating and drinking. The act of eating is not ?ritual?, it is necessary for Alice's metamorphosis, it is a prize at the end of the Caucus race, and a never-ending punishment at the mad tea party. The food never becomes a real meal because it is broken into several snacks. (Roncada 6) Food categories are separated into liquid and solid (which share the same result: grow shrink), raw and cooked, and sweet and salty. A fine example of this is during Alice's first size change in the hall. When Alice drinks the liquid marked appropriately ?drink me? she states, ? It had, in fact, a sort of mixed flavor of cherry-tart, custard, pine-apple, roast turkey, toffe e, and hot buttered toast.? This part entwines a number of distinct patterns contradicting each other. First off, the liquid assumes the flavor of solid food. Sweet (cherry-tart, custard, pineapple, toffee) and salty (roast turkey and hot buttered toast) stay together. Inside the ?sweet? category there are other contradictory patterns: toffee is solid and custard is non solid; cherry-tart, custard, roast turkey, and toffee are all cooked (or mixed) while pineapple is raw and natural. And finally, the tastes have been organized according to different culinary techniques: custard, toffee, and cherry tart are all made with low heat and turkey and toast are made with high heat. Roasted Turkey, hot buttered toast, and custard are all served hot while toffee and cherry-tart are served cold. ( Roncada 4) This seemingly innocent observation made

Recognizing and Addressing Doctoral Research Problems essays

Recognizing and Addressing Doctoral Research Problems essays In order to locate a problem that is seen to be appropriate for doctoral research, the problem must be something that can be seen and explored in a new way. It needs to broaden the knowledge that a person has of his or her topic beyond the current bounds and provide an additional facet to a current field of study (Rainwater, 2007). Unlike Masters work, which generally rehashes the work of others, doctoral work looks at either unique areas of research, or unique facets of more common research areas. Conceptual voids should be bridged and fields of current knowledge should be thoroughly exploited and explored (Rainwater, 2007). In addition, a person addressing a doctoral-level research problem must be careful to research the problem and not the symptoms of that problem (Creswell, 2002). This can be difficult to distinguish at times and can cause serious problems with the research. The topic or research problem must be one that the student has intense and deep-seated interest in if the research is to be undertaken correctly and within a realistic time frame (McCulloch, 2007). Additionally, the student has to be knowledgeable enough about the topic in the beginning that he or she can recognize the problem within the symptoms. Addressing a symptom for a doctoral research project will fail because the true problem will either be ignored or only touched upon, and this will not allow for a strong exploration of the issue and enlightened information on the field of study (Creswell, 1994. One of the best ways for a student to avoid this and have a strong foundation of study that addresses the problem and not just the symptoms is through the use of a dissertation problem statement. The problem statement gives the reader of the dissertation a picture of what the student will be attempting to address, what kind of question will need to be answered, and which area of res earch will be expanded through the discussion that the dissertation contains...

The thought after read the economic book Essay Example | Topics and Well Written Essays - 1250 words

The thought after read the economic book - Essay Example Beside this book, Schafer has published other books on economics and culture. In this book, Schafer has primarily based on two major aspects, which he believed have a great influence on the world today. These are culture and economics. He therefore, has analyzed these two important factors and evaluated their influence on the world through the historical lenses. His main argument is that the world has been existing in the economic age, since Adam Smith’s work on the Wealth of Nations in 1776. Schafer argues that this economic age has had negative influence in society, and is the source of most of the economic and cultural problems experienced in the world today. Schafer however, makes it clear that the economic age has had considerable positive effects in society, but the negative influence supercedes its positive effects. Although the economic age has led to increased production, economic power, and wealth, to a greater extent, this has resulted in considerable social and eco nomic problems, as some of its effects. In addition, economics has failed to address these negative effects of the economic age. In this book, Schafer has explained the development of the economic age, tracing it from the 1776 work of Adam Smith on The Wealth of Nations to the present century. ... Nonetheless, this work of Schafer leads to the conclusion that the economic age has failed to realize the desired economic, social, and cultural development and sustainability. Therefore, Schafer recommends that society needs to shift from the economic age, and embrace culture as its main force and source of development and sustainability. Schafer, who is knowledgeable in economics, and author of this book, has his own personal views about this book, which he shared with different people in interviews, and other channels through which he was asked to comment on them. In August 2009, the Upper Case, of the University of Ottawa, held an interview with Schafer, about this book, and about what influenced him to write the book. Upper Case is affiliated with UOP, which publishes Canadian and other books by international scholars in both English and French languages, and these books are peer-reviewed. This has been publishing since 1936. However, Upper Case mainly performs interviews on aut hors, writing biographies of authors, writing book reviews, and posting notifications about book launches and related events (Upper Case WEB). During the interview with Upper Case, Schafer was expected to discuss his career, and how it influenced the ideas expressed in this book. He explained that he originally trained in economics and international development, before undertaking another different training in the field of culture. Therefore, his knowledge in these two areas of economics and culture, laid the foundation for the ideas in this book. He was particularly influenced by Adam Smith’s work of The Wealth of Nations, which made him study culture too. In economics, he had the conviction that it was wrong for society to base on economics and economies as

Marketing Essay Example | Topics and Well Written Essays - 1250 words - 4

Marketing - Essay Example A marketing strategy is the means that the producer uses to focus and identify various ways he can influence the decision of his customers to purchase his products. The marketing concept to be used should satisfy consumer needs and help the producer to achieve in increasingly competitive markets. To achieve competitive advantage, in an increasingly competitive market place, the producer should establish an effective market strategy that will influence consumer wishes and win them into his side. Erich claims that the manufacturing of various products factors in behavior and wishes of buyers because the producer wishes to influence and change buyers’ interests in production. This statement raises ethical concerns about whether marketing is ethically professional; this is because producers aim to manipulate consumer behaviors in various ways of marketing. Producers manufacture consumer behavior in various ways for instance, through packaging. Producers package their products in a way to attract attention of the buyers to a certain brand, promote its image, and influence the perception of buyers about the brand2. Packaging can as well impart unique value to brands, and act as a differentiation tool – for instance, aid buyers select the brand from various same brands, stimulate buyers purchasing behavior. Producers use various packaging aspects such as packaging color, material, wrapper design, background image, creativity and printed information to tailor consumer wishes. Packaging color attracts buyers’ attention through its attractiveness, while packaging materials prevents brand loss as high quality materials attracts more buyers. For instance, some water production companies’ offers a clear packaging; in fact, these packaging uses pale blue bottles and a plastic seal at the middle of its lid. Apparently, use of pale blue on the bottle is an indication of water purity. Moreover, the packaging entails a vivid logo; for example, mountai ns, and brand names aimed at representing the nature of the product offered to consumers3. Packaging and branding information assist in the process of building brand reputation and customers’ appeal; in fact, it serves as an indication that the brand is fit for human health and consumption. They also indicate the quality, purity, and safety of the brand creating a strong competitive advantage over competitor brands. The design of the wrapper attracts consumer wishes, for instance, children prefer wrappers that are more sensitive. Therefore, packaging plays a critical function in marketing communication; thus, could be considered as a critical way of manufacturing consumer wishes to demand and buy product. Producers use their company reputation to tailor consumer wishes. Experts agree that every business, despite its competitiveness, trivial, or outsized, they chiefly rely on repute for triumph, survival, and customer satisfaction. Customers, personnel, vendors, financiers, co mmunication networks, and monitors may have an elemental outcome. They all have essential perceptions regarding other businesses they interrelate with on a daily basis. These perceptions extensively influence their decisions on their interests to purchase from, work with, and market or support these companies. Therefore, producers strove to offer an effectual, responsive customer service, which is vital to product promotion and

World Civilization I Essay Example | Topics and Well Written Essays - 250 words - 3

World Civilization I - Essay Example The Nubians and Egyptians had specific interests in their interaction, something that was to be of great benefit to their political spheres. Despite the pharaonic state aimed at drifting them from the culture of the Niles, Egyptians still held close relations with the Nubians who were powerful, making them feel threatened; also being that their interests were in the gold, precious stones, ivory and ebony that were only available in the southern parts of the Nubian kingdom (Timothy 2010). Nubian equally with the strong interests in Egypt wanted to protect their interests by taking charge of river Nile trade wise and in need of assurance in protection of their independence from Egypt to the north. There also was the Nile River that was a common source of water for their agricultural activities: watering livestock and crops. Due to their broad flood plains and ability to support larger populations, Nubians moved to Egyptian lands for agriculture, something that brought them even closer. In a nut shell, Egypt and Nubian had a lot in common and their interaction in trade and agriculture contributed a lot to their political life. Their interests in each other’s goods and services are what could never have separated them. Egyptians were blessed in terms of productivity and land which brought Nubians close to them also the need to protect their independence; with Egyptians having interest in the gold Nubians had, ivory, ebony and precious stones. This unity was beneficial as it positively impacted on both their political and economic

Customer Satisfaction In Bank Of Ceylon

Customer Satisfaction In Bank Of Ceylon Abstract In this comparative commercial world, the bank has to satisfy the needs and wants of the customers, and has to attract new customers, and hence enhance their business. Service quality is considered through the banks strategies. Therefore, every bank has to emphasize on customer satisfaction. As far as the banks are concerned this phenomenon is very prominent. Banking sector has to improve and modernize their service. I have selected the subject Service quality and Customer satisfaction in Commercial bank of Ceylon limited in Jaffna District- Sri Lanka. This research article has three tasks. First task is a research proposal which includes the introduction of the subject, hypothesis and methodology. Second task includes Literature review, data presentation and data analysis. Third task states the findings and some recommendations from the analysis. Finally the information gathered from the questionnaire, relevant books, mails and annual reports. To the best of my ability in order to present the research report, I have used the above guides to the research. Please be excuse due to any mistakes in this study. -Researcher. Task 1 1.1 INTRODUCTION This research topic is Service quality and customer satisfaction in Commercial bank of Ceylon limited in Jaffna District- Sri Lanka. Sri Lanka is one of the developing countries in South Asia which has twenty five districts based on geographical and political system. Jaffna is one of the districts of Sri Lanka. There are different kinds of banks in Sri Lanka, such as, central bank, commercial bank, Exchange bank, Agricultural bank, saving bank, rural bank, and development bank etc. Commercial bank is selected for the research purpose in Jaffna district in Sri Lanka. This is an institution and accepts money from the public for non-interests bearing current accounts. A customer may withdraw on demand by cheque, the monies in his or her current account. Particular this bank is focused on the study. Banking institutions and their activities are vital for the development of the country. Customer satisfaction plays a major role in the banking activities in the competitive environment. So banks has to evaluate the satisfaction of customers. Parasuraman.P (1988) said that a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or out come) in relation to his or her expectation. The banks are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. The bank has invested heavily in researching the market to identify service quality. Today many banks undertake service quality through the satisfaction their customers. Service quality based on customers needs and wants expectation. Normally banks successfulness depends on large co-operate customers. This is profitability of banks .Therefore customers satisfaction is very useful concept about the banking sector. It can be achieved increasing customer service and service quality. 1.2 OBJECTIVES OF THE STUDY Objectives are the end results of the process. Customer satisfaction also ends result of the service quality of the banking process. So the objective of the study is to know the organizations position. Through this study the researcher can get new ideas about service quality in banking sector and to improve customer satisfaction and can provide new ideas to modify any inefficient matters and can suggest any advantages and in future development. This research study will have some following objectives .these are Evaluation the service quality that the affect on customer satisfaction. Assessing the relationship between service quality and customer satisfaction. To identify the reasons, the service improvement and why a bank improves customer satisfaction. To find out the significant factor, service quality for achieving customer satisfaction. Whether there is any relationship between in customer satisfaction and banks performance. If so, what type of relationship (positive/ negative). 1.3 SIGNIFICANSE OF YHE STUDY When we consider the significance of the study that provides some important factors to organization customers, employees and managers. If there is high customer satisfaction it will help full to organization and managers to get more customers. They can get much deposit and get more profit through this satisfaction. They can get a well goodwill in private banks also to provide a caring service quality .but on the other hand if there is dissatisfaction it is difficult to increase their market share. Customer satisfaction also helps to employees. If the employees give good service quality they can get good marks to their performance report on banking assistance, so it will help to their reward system. This study gives us a chance to understand to what extent the theoretical knowledge we have studied is being followed in practice .Study of working people may help us to understand clearly how the customer satisfaction of banking is important to meet the changing needs of the people to achieve the goals of the institution. 1.4 LIMITATIONS OF RESEARCH There must be some limitation to any event; it is not an expectation in this report. Though there are various factors causing service quality and customer satisfaction. Prevailing condition Due to the prevailing situation some customers and employees may not say whole true data strategies and benefits. Through there are various factors causing as service quality and customer satisfaction the following factors are taken this study. Improving service quality has high expresses, so it is not possible to implement immediately in Jaffna district. Select the sample of banks customers in the research with require their concern and it is there fore not expected to be with bias. This study has only tried to find out relationship between service quality and customer satisfaction. Customer satisfaction is a human behaviour, that is difficult to measure The questionnaire will prepare specially for customer-(selected samples). 1.5 METHODOLOGY 1.5.1 INTRODUCTION This chapter allocated to describe the methodologies that have used in relation to this study. This includes conceptualization, operationalization, research sample, data collection techniques and method of analysis. Further the way of research sample was selected. The system adopted in collecting data techniques used in analysis, the data and the measures utilized for analyzing the dates are explained. 1.5.2 CONCEPTUALIZATION In the conceptual frame work, the researcher can compare the relationship between independent variable and dependent variable. The problem of the service quality and customer satisfaction in the banks could be conceptualized based on the factors assumed that can cause for this problem. The following conceptual frame work can be formulated. Conceptual frame work Tangibles Reliability Responsiveness Services Customer Quality Satisfaction Assurance Empathy In this frame work showed the relationship between the key variables of the dependent variable and independent variables. The services quality is independent variable and customer satisfaction is dependent variable. The service quality are consist tangibles, reliability, responsiveness, assurance and empathy. If perceived service quality is equal to or, greater than expectation, the customer is satisfied. If perceived service quality is less than expectations the customer is dissatisfied. Services quality depends on five variables such as tangibles, Reliability, Responsiveness, Assurance, and Empathy. In this variables are functioning in a better position there, quality service. It is issued by the firm. It is lead to customer satisfaction. OPERATIONALIZATION In this research the operationalization model is given below. Concept Variable Indicator Measurement Service Quality Tangible Reliability Responsiveness Assurance Empathy Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Customers Satisfaction Customers loyalty Customer complain Customer expectation Customer relationship Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire RESEARCH SAMPLE In developing the research plan the research has to decide or, sample size, its composition and means of collecting data. There fore, for this research purpose a bank will be selected as sample. Commercial bank has been selected for this study in Jaffna district in Sri Lanka. Customer residing in some selected divisional areas of the Jaffna district was selected for this purpose. Samples for data collection are selected randomly. 1.5.5 DATA COLLECTION TECHNIQUES A scientific research is on the basis of Positivism and interpretivsm which are applied for this study. Primary data and secondary data were collected for the research work. Primary data was collected by the questionnaire through the gatekeeper who is working as a managing assistant in commercial bank (Jaffna branch, Sri Lanka). Secondary data has been collected from the Commercial bank of Ceylon Ltd, Jaffna from their annual report, articles, magazines and report and other related publications. Furthers such data has also been collected from publications, definitions about customers satisfaction. Questionnaire is a collection of written questions about the respondents attitudes, opinions, perceptions act. Information was collected by gatekeeper. Questionnaire was issued and collected randomly to the commercial banks customers in Jaffna district-Sri Lanka by gatekeeper. The questionnaire is included two parts. The questionnaire was prepared with questions in different sections to measure the customer satisfaction. These question were prepared based on the types of banks details such as, * Tangible * Responsiveness * Assurance * Empathy * Reliability and * Customer satisfaction. The questionnaire includes questions that are related to how far a bank has been attempted to fulfil the customer needs and wants. Marks were allocated in the following manner to the answer to the given questions. Very strongly Accepted 05 Accepted- 04 Not to do say 03 Rejected 02 Very Strongly Rejected- 01 1.5.6 HYPOTHESIS OF THE STUDY Hypotheses are the assumption that guides the research activity towards the ultimate finding based on the hypothesis. The researcher will go through the research activity including data collection analysis and then researcher will attain and ultimate conclusion. This research also has two hypotheses relating to customer satisfaction and service quality in respect of private banks. The moderator hypothesis is supported if the interaction is significant and although, there may also be significant main effects for the predictor and moderator, these are not directly relevant to testing the moderator hypothesis (Baron and Kenny, 1986; P 1174) According we report only the significant, interaction path co-efficient. The analyses revealed only two significant effects of moderation. Service failure moderated the effect of functional quality on overall satisfaction, and Communication moderated the effect of functional quality on functional satisfaction. H1 The service quality has mainly depended on the tangible, reliability, responsiveness, assurance and empathy with customer satisfaction. H2 -The service quality has an impact on customer satisfaction. 1.5.7 AN ACTION PLAN It is important to formulate an action plan to do the research. It is considered mainly six main steps for a scientific research such as; the research question, hypothesis, methodology, literature review, data collection and analysis, conclusion with recommendations. This study followed an action plan with a time table. 10/10/2009 Identify the research question or hypothesis 12/10/2009 Formulate the methodology 15/102009 Refer the literature review 19/10/2009 Data collection and analysis 02/11/2009 Presentation of findings 2.0 Task 2 2.1 LITERTATURE REVIEW 2.1.1 SERVICE QUALITY- DEFINITIONS Asubonteng (1996) said that it can be defined as the difference between customers expectations for service performance prior to the service encounter and their perceptions of the service received Gefan(2002) referred that Service quality as the subjective comparison that customers make between the qualities of the service. That they want to receive and what they get Parasuraman et al (1985, 1988) said that Service quality is determined by the differences between customers expectations of the services providers performance and their evaluation of the services the received 2.1.2 CUSTOMER VALUE Any promise is that customers will buy from the bank that they perceive offers the highest customers delivered value. The customer delivered value is the difference between total customer value and total customer cost. The total customer value is the bundle of benefits customers expect from a given product or service. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining, using and disposing of the product or service. The researchers found five determinants of service quality. These are as follows. 01. Reliability: the ability to perform the promised service dependably and accurately 02. Responsiveness: the willingness to help customers and to provide prompt service. 03. Assurance convey: the knowledge courtesy of employees and their ability to trust and confidence. 04. Empathy: the provision of caring individualized attention to customers. 05 Tangibles: the appearance of physical facilities equipment, personal Communication materials Figure 1: Service quality model Service delivery (Including pre and past contacts) External Communications To consumers Translation of perception into service quality Management perception of consumer expectation Word of month Communication Personal Needs Past Experience Expected services Perceived services Gap 05 Gap 01 Gap 04 Gap 03 Gap -02 Gap 04 (Source: A parasuraman, Valarie, A Zeithamal and Leonard Berry, Journal of Marketing, fall 1985) 2.1.3 DEFINITION OF CUSTOMER SATISFACTION Kotler said that Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or out come) in relation to this or her expectations (Kotler, 2000, p 36) Hount said that Satisfaction is a function of customers belief that he or she was treated fairly (Hount 1991) 2.1.4 METHODS OF TRAKING AND MEASURING CUSTOMER STATIFACTION Marketing concepts and tools describe how companies can track customer satisfaction. Companies use the following methods to measure how much customer satisfaction they are creating. Complaint and suggestion systems A customer centred organization makes it easy for its customers to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report like or dislike. Companies are also adding web pages and e -mail to facilitate two way communication. These information flows provide companies with good ideas and enable them to act quickly to resolve problems. Customer satisfaction surveys Studies show that although customers are dissatisfied with one out of every for purchases, less than five percent of dissatisfied customers will complain. Most customers will buy less or switch suppliers complaint levels are thus not a good measure of customer satisfaction, responsive companys measure customer satisfaction directly by conduction periodic surveys they send questionnaires or make telephone calls to a random sample of recent customer. They also solicit buyers views on their competitors performances. Lost customer analysis Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. It is necessary to monitor the customer loss rate. If it is increasing this clearly indicates that the company is failing to satisfy customers, 2.1.5 RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION Spreng and Mackoy (1996) had also found the path coefficient between service quality satisfactions to be significant (Lee et al 2000) wood side (1989) had found similar empirical evidence. The findings of Lee et al (2000), who have studied customers of an entertainment park and an aerobic school also supports this argument. The Lock of consensus in the causality between these two constructs has been caused mainly by the use of the constructs at different levels by researchers (Lee et al 2000) those who argue that satisfaction is an antecedent of perceived service quality have treated perceived quality as a global construct while treating satisfaction as an encounter (or transaction) specific construct. The majority of those who have found perceived service quality to be an antecedent rather than a transaction specific construct. Further some researchers have argued that perceived quality could also play a role at transaction level. at this level, it is found to be an antecedent of satisfaction with the transaction (Rust and Oliver, 1994) what is evident from the foregoing discussion is that When the level of aggregation of both constructs is identical, there is less dispute that quality is an antecedent to satisfaction (Roest and Pieters, 1997) 2.2.0 DATA PRESENTATION AND ANALYSIS 2.2.1 INTRODUCTION This chapter presents and analyses the data collected from samples from banking sector. This chapter tries to find out the relationship between the variables by using correlation and regression analyses with graphs by using SPSS and Microsoft Excel Packages. Further more, here the researcher examined the average of variables and percentage of variables and explains the relationship and comparisons by using the bar charts. 2.2.1 CORELATION ANALYSIS Correlation analysis is a statistical analysis, which statistically measures the extent and nature of the relationship between two variables. That means if changes of two variables are associated with each other, they are said to be correlates. It signifies a relationship between them. In this research this analysis is under taken to find out the relationship between. Quality of Tangibles and customer satisfaction. Quality of Reliability and customer satisfaction. Quality of Responsiveness and customer satisfaction. Quality of Assurance and customer satisfaction. Quality of Empathy and customer satisfaction. The co-efficient of correlation (r) is always between-1 and 1 and tells the type and strength of relationship between these variables. That is, if r is positive, there is positive relationship between the two variables. If r is less than zero that means there is negative relationship between two variables. The strength of relationship between the variables will be as follows. r= +1 indicates complete positive correlation. r= -1 indicates complete negative correlation. r= +/-0.5 indicates moderate correlation. r= +/-0.8 or +/-0.9 indicates strong correlation. r= +/-0.2 or +/-0.4 indicates weak correlation. r= 0 indicates zero or no correlation. Following tables illustrate the coefficient of correlation derived by the analysis for variables Tangibles, Reliability, Responsiveness, Assurance and Empathy related to customer satisfaction in the Commercial bank of Ceylon Ltd. Table -1 coefficient of correlation between customer satisfaction and service quality Service Quality Customer satisfaction (r ) Tangible Reliability Responsiveness Assurance Empathy Total 0.229 0.579** 0.753** 0.388 0.641** 0.787** When interpreting the coefficient of correlation, the researcher can observe that, there is positive relationship between services quality and customer satisfaction in all cases. r is +0.787. The relationship is moderate in the case of service quality compared with customer satisfaction of the Commercial bank of Ceylon Ltd. In the case of tangible, the relationship between the tangible and customer satisfaction is positive relationship and also the relationship between the tangible and customer satisfaction is weak because the coefficient of correlation is + 0.229 between tangible and customer satisfaction. In the case of reliability, the relationship between the reliability and customer satisfaction is positive relationship and also the relationship between the reliability and customer satisfaction is moderate. The coefficient of correlation is + 0.578** between reliability and customer satisfaction. In the case of responsiveness, the relationship between the responsiveness and customer satisfaction is positive relationship and also the relationship between the responsiveness and customer satisfaction is strong. The coefficient of correlation is + 0.753** between responsiveness and customer satisfaction. In the case of Assurance, the relationship between the Assurance and customer satisfaction is positive relationship and also the relationship between the Assurance and customer satisfaction is weak. The coefficient of correlation is + 0.388 between Assurance and customer satisfaction. In the case of Empathy, the relationship between Empathy and customer satisfaction is positive relationship and also the relationship between the Empathy and customer satisfaction is moderate. The coefficient of correlation is + 0.641** between Empathy and customer satisfaction. There for, the relationship between total service quality and total customer satisfaction is strong positive relationship. The coefficient of correlation (r) 0.787** between total service quality and total customer satisfaction. The pattern of variation of the service quality as tangible, reliability, responsiveness, assurance and empathy in relation to the value of the satisfaction of the customer are as follows. Table 2 regression summary service quality and customer satisfaction in Commercial bank of Ceylon ltd in Jaffna district. Y= a + box Service quality a b r2 Tangible Reliability Responsiveness Assurance Empathy 61.0 38.1 22.9 49.6 36.8 0.229 0.578 0.753 0.388 0.641 0.053 0.334 0.567 0.151 0.411 Quality of tangible and customer satisfaction The regression equation of customer satisfaction in relation to the quality of the tangible in Commercial bank of Ceylon in Jaffna district is given below. Y=a+ bx Y= 61.0 + 0.229X Based on this equation when X increases by one unit, the value of y is increase by 0.229 that is the customer satisfaction is increased by 0.229 per each additional unit of tangible. This prediction equation is graphed in the following graph, along with a plot of the data points. Graph 1 Tangible and customer satisfaction Now let us check the usefulness of the hypothesized model that is whether X (tangible) really contributes information for the prediction of y (customer satisfaction) using the straight -line model. The coefficient of determination (r2) represents the proportion of the variation in y that is explained by the independent variable (x). In the case of customer satisfaction is 5.3% that means 5.3% of the variance in the customer satisfaction can be explained by the changes in the quality of tangible. This indicates that 94.7% of customer satisfaction will be influenced by the other factors. Quality of Reliability and customer satisfaction The regression equation of customer satisfaction in relation to the Quality of Reliability in Commercial bank of Ceylon Limited in Jaffna district is given below. Y= 38.1 + 0.578 X Based on this equation when X increases by one unit, the value y is increase by 0.578. That is the customer satisfaction increase by 0.578 per each additional units of Reliability. This prediction equation is graphed in the following graph with a Plot of the data points. Graph 2 Reliability and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is, Whether X (Reliability) really contributes information for the prediction of Y (customer satisfaction) using the straight -line model. The coefficient of determination (r2) represents the proportion of the variation in Y that explained by the independent variable. In case of customer satisfaction is the reliability influences only 33.4% that means 33.4% of the variance in the customer satisfaction. This indicates that 66.6% of customer satisfaction will be influenced by the other factors. Quality of Responsiveness and customer satisfaction The regression equation of customer satisfaction in relation to the Quality of Responsiveness in Commercial bank of Ceylon Limited in Jaffna district is given below. Y= 22.9 + 0.753 X Based on this equation when X increase by one unit, the value Y will also increase by 0.753. That is the customer satisfaction will increase by 0.753 each additional units of Responsiveness. This prediction equation is graphed in the following graph along with a Plot of the data points. Graph 3 Responsiveness and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is x (responsiveness) really contributes of information for the prediction of y (customer satisfaction) using the straight-line model. The coefficient of determination (r2) represents the proportion of the variation in y that explained by the independent variable. In the case of customer satisfaction is the Responsiveness influence only 56.7%. It means 56.7% of the variance in customer satisfaction. This indicates that 43.3% of customer satisfaction will be influenced by other factors. Quality of Assurance and customer satisfaction The regression equation of the customer satisfaction in relation to quality of Assurance in Commercial Bank Ceylon Limited in Jaffna district is given below. Y=49.6 + 0.388X Based on this equation when x increase by one unit, the value of y will also increase by 0.388. That is the customer satisfaction will increase by 0.388 per each additional units of Assurance. This prediction equation is graphed in the following graph, along with a plot of the data points. Graph 4 Assurance and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is, whether x (Assurance) really contributes of information for the prediction of y (customer satisfaction) using the straight-line model. The coefficient of determination (r2) represents the proportion of the variation in y that explained by the independent variable. In case of customer satisfaction is the Assurance influences only 15.1% at mean, it means 15.1% of the variance in the customer satisfaction. This indicates the 84.9% of customer satisfaction will be influenced by other factors. 05. Quality of Empathy and customer satisfaction The regression equation of the customer satisfaction in relation to quality of Empathy in Commercial Bank of Ceylon Limited in Jaffna district is given below. Y= 36.8 + 0.641X Based on this equation when x increase by one unit, the value of y will also increase by 0.641. That is the customer satisfaction will increase by 0.641 per each additional units of Empathy. This prediction equation is graphed in the following graph, along with a plot of the data points. Graph 5 Empathy and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is, whether x (Empathy) really contributes of information for the prediction of y (customer satisfaction) using the straight-line model. The coefficient of determination (r2) represents the proportion of the variation in y that explained by the independent variable. In case of customer satisfaction is the Empathy influences only 41.1% that means 41.1% of variance in customer satisfaction. This indicates the 58.9% of customer satisfaction will be influenced by other factors. Task 3 DISCUSSION AND CONCLUSION 3.0 INTRODUCTION This is final chapter of this research. This chapter includes the findings of the research, hypotheses testing and recommendations. This chapter discusses the findings of the research and the test of the hypotheses whether the hypotheses are accepted or not. Further it gives suggestion to improve the service quality in order to achieve the customer satisfaction. 3.1 FINDING OF THE RESEARCH In this research, the researcher finds out the results based on the data presentation and data analysis used in this research a correlation, average and percentage. The area concerned with this research is banking sector with selected sample from Commercial bank of Ceylon Ltd in Jaffna district. According to the correlation analysis, the following findings are prepared. The relationship between the Tangible and customer satisfaction is positive and weak as at 0.229, Reliability and customer satisfaction is positive but moderate as at 0.578*, Responsiveness and customer satisfaction is positive and strong as at 0.753, Assurance and customer satisfaction is positive and weak as at 0.388 and Empathy and customer satisfaction is positive but moderate as at 0.641* in Commercial bank of Ceylon Ltd in Jaffna-Sri Lanka. Based on the re

The Waging of War :: War Violence History of Sexuality Essays

The Waging of War â€Å"Wars are no longer waged in the name of a sovereign who must be defended; they are waged on behalf of the existence of everyone; entire populations are mobilized for the purpose of wholesale slaughter in the name of life necessity: massacres have become vital.†[1] In Foucault’s pithy explanation of a new form of warfare, in its justification, causes, and even execution, several units of logic enter a rationality of massacre. In the context of the sentence, amid a discussion of bio-politics as a population-level version of bio-power, the facet he takes issue with seems primarily to be this justification for war. He understands its logic as part and parcel of the movement of thinking that declares â€Å"we are repressed†, that liberation is the alternative, and that the truth will set you free - a romantic positivism. His move makes the slogan of sexual liberation, â€Å"make love not war†, something between naà ¯ve and cunningly sinister - perhaps the latter for the very reason of the former. However close his politics here seem to sophisticatedly anti-war, the comment is not a thesis statement or a way to collect together all political sentiment for one clear and explicit goal to which all philosophical moves can be i nstrumentalized and all other political objectives subordinated. That bio-political power has become dominant, and has not always been so (a genealogical reminder kept in the preface to the political statement), is instead an important consideration in discussions of which discourses and what rationalities are more or less politically appreciable, almost separately of their philosophical merits. In his juxtaposition of different ages’ wars, Foucault suggests some changes in political rationality: more clearly the name of the survival of the population as a kind of substitute for the name of the sovereign, and less obviously a shift in understanding of death. Yet, the contrast is not so simple as wars having once been waged for the sovereign and now for the population. First, and most pressingly in this context of discussion of the population, the sovereign and the population are not necessarily characters of a similar kind. Indeed, Foucault writes early in The History of Sexuality: Volume One that One of the great innovations in the techniques of power in the eighteenth century was the emergence of â€Å"population† as an economic and political problem: population as wealth, population as manpower or labor capacity, population balanced between its own growth and the resources it commanded.