20 5-Paragraph Essay Topics Issue Relevant to Povert that You Must Discuss in an Essay

20 5-Paragraph Essay Topics Issue Relevant to Povert that You Must Discuss in an Essay On the off chance that you are scanning for subjects on the way of life of neediness for a 5 section article, investigate the 20 points provided in the rundown underneath. These themes spread an enhanced determination of thoughts. They all tackle numerous parts of the hypothesis of the way of life of neediness including impacts that fill it, and speculations which have since originated from it. This rundown of shifted themes is intended to help your undertaking, offering some direction on topic proper for your next task. It is officeholder upon you to audit the task subtleties given to you by your educator and from that point, survey the rundown of possible thoughts underneath to discover something which best suits your assignment. The Traits that Characterize the Culture of Poverty Marriage as a Route to Poverty Formation of Benefits among Impoverished Subcultures Authenticity of Blaming Poor People for Poverty Components Contributing to the Creation of Welfare Nation Effect of Poverty on Nations Worldwide Neediness in Rich Countries: The Case of America Social Learning Theories: The Use of Culture of Poverty Worldwide Problems and Culture of Poverty Effect of Long Term Poverty: Understanding Culture of Poverty Concentrated Poverty: Cultural Influences Does Job Creation Reduce Poverty? Legitimacy of the Culture of Poverty Theory Reexamining Culture of Poverty for Modern Society The Evolution of the Debate on Poverty Impact of Kaaryn Gustafson on Culture of Poverty Impact of Mario Luis Small on Culture of Poverty Culture of Poverty Influence on Politics Culture of Poverty Influence on Welfare Reform Outcomes of Culture of Poverty Test 5-Paragraph Essay â€Å"The Traits That Characterize the Culture of Poverty† The hypothesis of a culture of neediness is something which was made in 1959 when a book was distributed by an anthropologist named Oscar Lewis. This book was named Five Families: Mexican Case Studies in the Culture of Poverty. The way of life of destitution hypothesis is one which expresses that living in conditions where neediness high paces of neediness are seen in high sums will prompt formation of a culture or even a subculture which has adjusted to the states of poverty.â This culture has been described by the ever present sentiments of being minimized, feeling subordinate, being defenseless, and feeling feeble. People who live within a culture of destitution have no genuine feeling of history and accordingly they need information expected to ease the conditions in which they live through aggregate activity. Rather they center just around their individual issues. At the point when destitution is forced on a populace that structure can really prompt the improvement of a cultur e of neediness. This outcomes in people getting self-governing, and creating perspectives and practices which are passed down starting with one age then onto the next through socialization. The ethnography where this hypothesis showed up renders destitute individuals as an authentic subject changed by neediness. The first ethnography contended that the weights of destitution are orderly and when the weights are tons of society they structure a subculture. This culture is shaped by youngsters who are associated into mentalities and practices which sustain neediness and make their own failure to get away from the devastated condition wherein they live. This hypothesis further recognizes that every single past factor which have made this state of society including unsatisfactory instruction and lodging just as an absence of openings for work, adequate social administrations with relentless separation and racial isolation together not, at this point matter. This hypothesis propagates the thought that the reason for neediness and present conduct and the disposition of the destitute individuals themselves. This would suggest that open help to the individuals who are poor, as immediate help or government assistance won't dispense with destitution in light of the fact that the neediness is inborn inside the way of life of poor people. By following the thinking spread out by this anthropologist the fault for destitution is moved from the monetary and social conditions and set upon the needy individuals themselves. A lot of the proof introduced in the first distribution on the side of this hypothesis experiences errors in the system. Along these lines, when freely scrutinized during the 1970s the hypothesis turned out to be less persuasive yet made a rebound in the mid 2000. During this time it affected government assistance change by and by with specific impact on Assistance for Needy Families in 1997 and again in 2005. Representative Daniel Patrick Moynihan utilized this hypothesis in 1965 to help a distribution about helpless African Americans. This report expressed that helpless individuals of color in America were stuck in a knot of pathology and it was this pathology which caused the breakdown of the cutting edge dark family. It was contended that the conventional family among the African Americans during times of bondage was broken by subjugation itself. It further expressed that dark guys felt a feeling of feebleness during bondage which since that time had made a culture of reliance. This culture of reliance was contended to be the explanation that customary male headed families were declining among dark families and the explanation that dark guys were not prevailing also in the social stepping stool. In general the attributes of the way of life of neediness underline qualities of maladaptive practices and perspectives from the individuals who live in destitution. It is contended that individuals who live in neediness build up a subculture which adjusts to the conditions, portrayed by standard sentiments of being underestimated, reliant, vulnerable and frail. Moreover the individuals who live inside a culture of destitution have no genuine feeling of aggregate history and in this manner can't lighten the condition dependent on aggregate activity. Rather, these people center around their own difficulties and their own difficulties alone. References: Owens, Patricia. The Family, the Culture of Poverty and Welfare Provision. RAIN 63 (1984): 6. Web. Ravenhill, Megan. The Culture of Homelessness. Aldershot: Ashgate, 2008. Print. Redeaux, Monique. The Culture of Poverty Reloaded. Monthly Reviewâ 63.3 (2011): 96. Web. Rodman, Hyman. Lower-Class Families. New York: Oxford University Press, 1971. Print. Tuason, Ma. Teresa. Culture Of Poverty: Lessons From Two Case Studies of Poverty in the Philippines; One Became Rich, the Other One Stayed Poor. Online Readings in Psychology and Cultureâ 8.1 (2002): n. pag. Web. Van Til, Sally Bould. Work and the Culture of Poverty. San Francisco: R and E Research Associates, 1976. Print. Wasserman, Jason Adam, and Jeffrey M Clair. At Home on the Street. Stone, CO: Lynne Rienner Publishers, 2010. Print.

Review of Research Paper on Creating Home-Made Stem Cells

Our paper examines a significant advance in the exploration encompassing undifferentiated organisms. Pluripotent undifferentiated cells are found in the early blastocyst, and can separate into various cell types, for example, neurons, heart muscle, or platelets. As is clarified somewhere else on this paper, undeveloped cells are very valuable and hold astounding clinical potential, particularly to â€Å"grow† explicit cells, tissues, and even organs for patients. Discussion mires the advancement of undifferentiated cell research from undeveloped organisms, nonetheless, and specialized issues exist alongside the moral ones. Marius Wernig and his group of researchers have had achievement examining an approach to get around this, be that as it may. Consider the possibility that, rather than taking undifferentiated cells from recently made undeveloped organisms, an individual’s own cells could be utilized. The cells in the grown-up body are no longer foundational microorganisms; they aren’t pluripotent, and must be a specific kind. In any case, with uncommon methods, it’s really conceivable to prompt these grown-up cells to become undeveloped cells, with a pluripotency that permits them to form into whatever cell type is required! In this test, actuated pluripotent undeveloped cells were made utilizing the fibroblast cells from mice. Fibroblasts were expelled from underneath the skin of the subject mice. So as to return the cell to an instigated pluripotent state, four exceptionally chose interpretation factors (Oct 4, Sox 2, c-Myc and Klf4) were utilized. These four translation factors were each consolidated into the DNA of an infection that did not have the ability to contaminate, and the fibroblasts were presented to these infections. Much the same as would be expected infections, these infused their DNA into the fibroblast cells, and the DNA was joined into the cell. Presently the fibroblasts contained the new interpretation ... ... become a rearing ground for banter just as a famous stage for presidential competitors. These themes have additionally become factional issues, Democrats being known to completely bolster undifferentiated organism examination and Republicans being known to differ with the practices engaged with it. In 2004, undifferentiated organism research was an especially interesting issue, and it is usually felt that President Bush’s second term was won that year because of his position on early stage undeveloped cell research. He thought is was exploitative to make any increasingly undeveloped undifferentiated cell lines, however that the utilization of the current ones for research was worthy. Works Cited Wernig, Marius, Alexander Meissner, Ruth Foreman, Tobias Brambrink, Manching Ku, Konrad Hochedlinger, Bradley E. Bernstein and Rudolf Jaenisch. In vitro reinventing of fibroblasts into pluripotent ES-cell-like state. Nature 448(2007): 318-325.

Ar rahman music Essay Example For Students

Ar rahman music Essay In light of his ability in music, he has won various honors which incorporate two Academy Awards, two Grammar Awards, an ABAFT Award, a Golden Globe, four National Film Awards, fifteen Flimflam Awards and delight Flimflam Awards (South) alongside various different honors and selections. Besides, he is otherwise called the multi-instrumentalist and altruist. His work is very much perceived globally also. This notice reacts to your solicitation on the advancement of my exploration venture for Testing of Battery System. As you would recollect my examination was on the grinning model of the rectifier and inverter for testing the batteries. This update will initially introduce the exploration that I have finished up until now, including fundamental outcomes. At that point this update will talk about the rest of the examination and recommend alterations to that exploration based n data revealed up until now. At long last, the update will examine my advancement on complying with the first time constraints for the venture. This course analyzes melodic societies around the globe, concentrating on customary classifications. Course content spreads reasonable, auxiliary, cadenced and modular frameworks. The capacities and implications of music in assorted societies will be analyzed. Agent classifications will be examined, including the Indian Raga and Indonesian Gametal collection. Ethnomusicology is the investigation of music with regards to human life. Each culture develops thoughts of music and produces sounds that mirror these thoughts. This course looks at music in explicit societies, tending to its creation, utilizes, components, transmission and worth.

Communication And Professional Relationships With Children Essay

1. Building up deferential, proficient associations with youngsters and youngsters: 1.1 When working with small kids we have to change our conduct and correspondence to the circumstance we are in for instance going down to a child’s level when addressing them so they don’t feel threatened by you. Seeming to be congenial to a kid is significant so they can feel certain around you and feel like they trust you. All youngsters need to feel they are protected and acknowledged and when we connect with them we should ensure we show this. It is significant that we set up these connections from the get-go and that we constantly act thusly with them, applauding kids is significant. All offspring everything being equal and societies need to feel they are esteemed and are in an esteemed and a safe situation, you should display this while cooperating with them. It is significant that your relationship with the kids you work with begins right! This implies actualizing guidelines and common regard from the beginning. You have to show intrigue and concern while connecting with kids this can assist with building trust. For instance if a kid is playing with building hinders on the floor I would ask them an open inquiry that included commendation like â€Å"that’s fascinating, would you be able to let me know what’s going on in the picture?† This energizes self-governance for the kid to have an independent mind and investigate their own thoughts and utilization of jargon. Offering decision to the kid is significant in light of the fact that increasingly autonomous masterminds, and when they pick something they flourish at and appreciate this improves their confidence. 1.2 Fitting conduct for phases of improvement: Behaving suitably with kids and youngsters while they create is significant. When speaking with kids and youngsters it is significant that you recollect what phases of improvement they are. Heaps of offspring of various ages and needs will require various degrees of help and consideration you need to form their necessities and their focus level. As I work with various age gatherings and ability’s I can perceive the distinctive featuresâ within the kids. When working with SEN youngsters it is significant I converse with my collaborators who have surveyed the child’s phases of advancement so I know which zones to concentrate on most. Kids in establishment stages and key stage 1 (age 4 to 6) This is a youthful age range and they are as yet building up their language and relational abilities. Seemingly insignificant details like when you are addressing a kid look and descend to their level so you don’t appear to be threatening and don’t overshadow them. In my afterschool club we have a talking meeting where the kids take it in goes to talk utilizing our talking stick, I despite everything need to remind the youngsters not to talk more than one and other and to hear each out other. This movement encourages them learn relational abilities. In the wake of giving a youngster directions to accomplish something for example it would be ideal if you clean up the Lego, I request that they rehash it back to me so I realize they comprehend what I’ve asked of them. This is the age bunch I work with and we need to factor in that the youngsters battle to think for extensive stretches of time and that little youngsters energize effectively so we are readied on the o ff chance that we change from the normal they know. Youngsters in Key stage 2 (age 7 to 11) At the point when youngsters start key stage 2, a ton of the kids will have developed when they impart. They will have the option to chat with you having gotten used to the social structure of discussion and will be less ‘self-orientated’. A few kids will have more thought and request that others talk first. Yet, a few understudies despite everything must be reminded about alternating when talking. Kids in Key stage 3 and 4 (age 11 to 16) Kids at this age ought to be utilized to formal and casual language, they will see how to speak with others and skill to utilize online life like messaging and Facebook to stay in contact with one another. Adolescents can become bashful and unsure when standing up noisy so to assist them with recapturing certainty have them stand up boisterous in littler gatherings. It is more than likely that youngsters whose first language isn’t English will take more time to create and get English. So their discourse example might be distinctive to other people. Children’s improvement won’t be halted on the grounds that theyâ are learning another dialect yet you have to deal with the youngster in a touchy manner so their personality is esteemed. 1.3 Managing contradictions among youngsters and youngsters: Dealing with differences among kids and their cohorts is a normal event particularly in early years and key stage 1. Dealing with their contentions you have to get the two sides of the story from the earliest starting point. It is significant that the other kid gets the chance to share what occurred and that they believe they have been group. When managing contradictions you have to discover who is off base and on the off chance that they have to apologize to one and other. On the off chance that the contentions proceeds after it was settled allude to another staff part. It’s imperative to show others how its done so the kids get familiar with the estimation of bargain. It is significant that kids can see how their conduct can be influenced by their own emotions it is acceptable to chat with them about this they have a superior comprehension. For instance saying to a kid â€Å"I know its steamed you that you couldn’t do earthenware production today â€Å" this will assist them with seeing the association among feeling and conduct. This will assist them with comprehension about considering others and thought. Where I work a valuable action called ‘circle time’ enables the youngsters to comprehend others sentiments and turn taking. Some of the time our more youthful youngsters battle sitting for extensive stretches of time so we don’t cause the meetings to long anyway this movement to can be utilized with more established kids as well. 1.4 A) Promote powerful cooperations with kids and youngsters: Children will continually admire grown-ups and will follow the lead of the grown-ups around them. At the point when we show great conduct youngsters will take this in and begin to show great conduct also. You should adhere to the rules and rules of your work place, be affable and aware towards schools and understudies, dress in a suitable way. Treat everybody with decency and know about your way to deal with circumstances being co-employable and offering assistance to others is significant when building connections. B) Impact adversely on connections with youngsters and youngsters Children will be watching and tuning in and continually taking in what you say. The study hall educator and the instructing partner and the remainder of the school personnel are critical to the kids and large impacts. Heaps of kids venerate their instructors so it’s significant the educators have great characteristics that influence the youngster that they would then be able to mimic and accomplish great conduct for example in the event that you swear before your youngster this instructs them that foul language is alright. Another model is an instructor who top picks specific understudies could cause another understudy to feel disregarded out and this will disobediently influence their confidence. Another model is if there is an instructor that seems to be furious and miserable this can negatively affect the kid. 2.1 Step by step instructions to build up conscious, proficient associations with grown-ups: Working with grown-ups whether it be in or outside of school, you need a domain to work in that has receptiveness and backing from one and other. In the school condition you won’t have the option to work singularly or autonomously to other people, additionally it wouldn’t be extremely reasonable to feel that you could. In spite of the fact that you should keep up demonstrable skill in the school condition, you ought to likewise bolster your universities, guardians of understudies and some other grown-ups in an expert and touchy manner. The connections you have with grown-ups might be: your associates, volunteers, individuals from the school group. You will work with guardians and gatekeepers, and with different experts who bolster kids with extra needs, for example, language instructors. As an instructing aide I come in to contact with an assortment of experts who are associated with children’s training and government assistance while at school, from supper staff, school club staff to social consideration laborers and school attendants. I will have various associations with these gatherings of individuals yet should keep up an expert way paying little mind to the circumstance. Contingent upon the conditions and who you are conversing with your conduct will change. For instance on the off chance that you chance upon a school at the general store you will be less proper when conversing with them. As an encouraging collaborator I am in contact with numerous individuals and I resemble to be seen and heard by those in my locale who know me in the limit of a showing aide, it is a piece of my obligation to carry on in a suitable way in any event, when not at work 2.2 Grown-up connections as good examples for kids and youngsters: It ought to consistently be recalled that when you are continually working with small kids you are viewed as a good example in their eyes in any case. Social learning hypothesis implies the individuals gain from each other through perception, impersonation and demonstrating. We (showing associates) can try this as good examples, by showing, kind, empathetic conduct with the expectation that the kids we train will watch mimic and model the conduct. For instance as an encouraging right hand I prise the kids when their conduct is acceptable for example when cleaning up which urges them to proceed. They thusly copy this great work/conduct and recognition design while communicating with their companions. By driving as a positive good example, I am all around put as an instructing partner to exhibit to the youngsters how joint effort, arrangement, ef

Essay about a visual art Example | Topics and Well Written Essays - 750 words

About a visual craftsmanship - Essay Example The comprehension of the work of art is, along these lines, general (Fiero, p. 45). The artistic creation was initially distinguished as crafted by Lorenzo di Pierfrancesco in 1500s. It was anyway after a genuine thought of the attributes of the works of art and related them to the compositions of the time, and antiquarians have distinguished that the artistic creation goes back to around 1485-87. The structure of the artworks has, consequently, been related with crafted by Sandro Botticelli. The artwork has a rich authentic introduction that is put away in its structure and style. It portrays the breezes and the breezes that deliver Venus, the goddess of adoration who ascends from the ocean to the terrain (Fiero, p. 45). The Platonic impression of Venus is found in two perspectives. Initially, she is a natural goddess who made the physical excitement physical love and human love. Furthermore, she is additionally observed as the great goddess who moves and creates scholarly love inside the individuals who perceive her. As per the lessons of the Platonic Academy, the prompted consideration of physical excellence and love expands the odds that the individual will comprehend profound magnificence. This infers Venus, being the goddess of affection utilizes the physical appreciation for lift the brain towards something more noteworthy. All things considered, the significance of this work of art has right now been utilized by religion to portray that physical magnificence and fascination should lift minds towards the maker ((Frank, pp. 85-90). The Birth of Venus delineates Venus, conceived from the ocean and emerging as a naked sculpture that is skimming on a shell. From the West, Venus is passed up Zephyr, the West wind. The fairy, Chloris is at the shore arranged to dress Venus in a delightfully bloomed shelf. The craftsman utilizes a completely dedicated naturalism style in which he has utilized the utilization of room and portrayals of normal marvels, ocean, wind and blossoms to build the dream. The blowing of the breezes that

Term Paper Service - Using Paper Writing Services to Get It Done

Term Paper Service - Using Paper Writing Services to Get It DoneIf you are still struggling with all the options that you have for online paper writing services and resources, you should consider taking advantage of a better option: a term paper service. This is a provider of high quality paper writing services, along with a network of other business tools and applications.A term paper service has evolved from an in-house system to a full-fledged online business that caters to a much larger market than just its own customer base. Because of the growing demand for more professional paper writing services, the term paper service industry has expanded greatly to accommodate the ever-increasing demands. From writing documents that have to be well researched and presented to popular applications such as Google Docs, there is now more than one provider to cater to your needs.Many businesses use term paper services because they are familiar with the type of paper that has to be used. This m eans that they do not have to worry about their work being completely altered to suit the needs of an online paper writing service provider. In many cases, the writing service provider will have their own expert writers that can handle the job with professionalism and perfection.You can save on time and money by using an online term paper service. No matter what the project, the provider can offer a range of choices and products. This allows you to save on time and also provides you with higher quality products than you would normally get.If you choose to go with a term paper service, you are essentially taking the responsibility of fulfilling the responsibilities of your business. This means that your business will become more efficient because you no longer have to write every single document on your own. By using an online writing service provider, you are taking control of your own online document writing process, saving you time and making it easier to run a successful business .If you find that you are having difficulty with completing your term papers, you may want to consider the paper service offered by the term paper service provider. This is because there are a variety of different aspects of your project that you can count on them to help you with. For example, if you are looking for the best method to use when outlining your paper, or what types of formatting options are best, you will be able to go through several different resources with confidence. In fact, the services offered by these providers make your job significantly easier because you do not have to worry about any technical errors that you might make.A variety of different providers and services are available when it comes to paper online services and using this choice of a term paper service will help you take the advantage of this wide range of different options. Not only will you be able to get professional paper writing, but you will also be able to get very unique, innovative solut ions to help you out. Whether you are writing a term paper, or research paper, there is something that you can count on getting.Whether you are working on a dissertation, or a proposal, there is no excuse for not using the term paper service that you can get online. With their wide range of options, and customer support, there is no reason for you to go without the best writing service out there. They can offer you everything that you need to make sure that your project is a success.

Writing a strong introduction for a research paper - 275 Words

Writing a Strong Introduction for a Research Paper (Essay Sample) Content: Name:Instructor:Course:Date:Writing a Strong Introduction for a Research PaperIntroductionDrafting the introduction for any research paper usually defines one's grade in any given assignment. It has always been said that the first impression is vital since it leaves a mark to the audience. This is because the first few words that one writes in the introduction to the research paper usually denote or indicate the tone of the research paper. These words also capture the reader's or audiences' attention while at the same time informs the reader regarding the theme and the topic. The writer uses the introduction to the research paper to outline the argument or explanation and the theme of the research paper. Therefore, it follows that when writing a strong introduction for a research paper, one needs to follow the outlined steps.Steps to writing a strong introductionThe first step of writing a strong introduction for a research paper regards beginning the starting or ope ning paragraph with a number of sentences, which contain the supporting information of the topic. This implies giving the reader a glimpse or an idea of the subject under discussion or research.The second step of writing a strong introduction for a research paper regards positioning the hypothesis or the thesis statement at the end sentence of the final paragraph of the introduction of the research. This should be followed by informing the audience about the principal points of the research paper, research objectives and the findings depending on whether the paper is a scientific research paper or an exploratory research paper.In cases where the research paper is not scientific in nature, one can also consider applying other starters, which can range from using recent debates, anecdotes, timely stories aired on the news, quotations, and statistics. Comparing prominent people or events also forms a perfect way of writing a strong introduction to a research paper.

Energy Healing Essay examples - 10168 Words

For thousands of years, religions the world over have extolled the benefits of meditation and quiet contemplation. In Islam and Catholicism, Judaism and Buddhism, Hinduism and Taoism, and in religious practice from the Americas to Africa to Asia, the value of sitting quietly, using various techniques to cultivate stillness or focused attention of the mind, has been well recognized. The goals of religious meditation extend far beyond its potential physical health benefits and also extend beyond the scope of this book. Higher human function of body, mind, and spirit is explored in sacred literature throughout the world. An excellent summary of ancient and contemporary information on the subject can be found in Michael Murphys landmark book†¦show more content†¦Moreover, alpha waves, which indicate a state of relaxed alertness, are abundant during meditation, and rarely noted in the sleep state.1 Meditations Effects on Muscle Tension and Pain Numerous studies have shown a decrease in muscle tension during meditation. As Michael Murphy points out, this Ã’contributes to the bodyÕs lowered need for energy, the slowing of respiration, and the lowering of stress-related hormones in the blood.Ó In some studies, the decrease in muscle tension as a result of meditation even exceeded the impressive effects of biofeedback training. One interesting study measured the electrical patterns in muscles, and demonstrated that the lotus position (seated with legs fully crossed), a traditional posture for meditation, is the only position in which the bodyÕs muscles are as relaxed as they are when lying down.2 Meditation has also been shown to aid in the alleviation of pain. Extensive studies on chronic pain patients have been conducted by John Kabat-Zinn, Ph.D., the founder and Director of the Stress Reduction Clinic at the University of Massachusetts Medical Center, and Associate Professor of Medicine in the Division of Preventative and Behavioral Medicine at the University of Massachusetts Medical School. Kabat-Zinn and his program were featured on the American public television (PBS) series Healing and the Mind, with Bill Moyers. 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Origins Of Servqual Model - Free Essay Example

Sample details Pages: 15 Words: 4523 Downloads: 8 Date added: 2017/06/26 Category Statistics Essay Did you like this example? In chapter 1, an overview of the whole dissertation has been provided. It can be considered as a backbone of the dissertation with the clear objectives and purposes stated. As an illustration, the chapter has mentioned about the overview of Vietnam banking system as well as credit services in Vietnamese bank in general and BIDV in particular. Don’t waste time! Our writers will create an original "Origins Of Servqual Model" essay for you Create order Moreover, chapter 1 has also presented about the significance of this study, research scope, research purpose, the research questions, research hypotheses. Moving to chapter 2 of this dissertation, SERVQUAL Model measuring the customer satisfaction and its theories and concepts will be discussed. Moreover, some literature reviews of critical factors determining customer satisfaction in different industries, customer satisfaction on variety of banking services and credit facilities in Vietnam as well as other countries will be mentioned. Lastly, the limitations of previous researches will be concluded. 2.2 SERVQUAL Model 2.2.1 Origins of SERVQUAL Model Managers in banking industry are under increasing pressure to demonstrate that their services are customer à ¢Ã¢â€š ¬Ã¢â‚¬Å" focused and that continuous performance improvement is being delivered. Given the financial and resources constrains under which banks must manage it is essential that customer satisfaction are properly met and measured and that from the customer satisfactions, any gaps in services quality are indentified. This information the assists a manager in identified cost à ¢Ã¢â€š ¬Ã¢â‚¬Å" effective ways of closing services quality gaps and of prioritizing which gaps to focus on a critical decision given scare resources. SERVQUAL Model which is a popular model of quality research of services and the most common application in the marketing research as well as other industries such as hospitality and economy. It can be said that the origin of SERVQUAL Model is derived from the study of Parasuraman, ZeithamI, and Berry in 1985 based on expectation à ¢Ã¢â€š ¬Ã¢â‚¬Å" perception gap model. In 1985 work, Parasuraman, ZeithamI, and Berry illustrated that consumers quality perceptions are influenced by a series of four distinct gaps occurring in organizations. These gaps on the service providers side, which can impede delivery of services that consumers perceive to be of high quality, are: Gap1: Difference between consumer expectations and management perceptions of consumer expectations. Gap2: Difference between management perceptions of consumer expectations and service quality specifications. Gap3: Difference between service quality specifications and the service actually delivered. Gap4: Difference between service delivery and what is communicated about the service to consumers. Gap5: Difference between service expectation and perceived service quality According to Parasuraman, ZeithamI, and Berry (1985), perceived service quality is defined in the model as the difference between consumer expectations and perceptions, which in turn depends on the size and direction of the four gaps associated with the delivery of service quality on the marketers side. In addition, Brown and Bond (1995) stated that the conceptual of service quality also called the expectation à ¢Ã¢â€š ¬Ã¢â‚¬Å" perception gap model is one of the best received and most heuristically valuable contributions to the services literature. The model identifies the keys discrepancies or gaps relating to managerial perceptions of service quality, and tasks associated with service delivery to customers. The Gap 1, Gap 2, Gap 3 and Gap 4 are identified as functions of the way in which service is delivered, whereas Gap 5 pertains to the customer and as such is considered to be the true measure of service quality (Shahin A., 2006). 2.2.2 Dimensions of SERVQUAL Model As Shahin A.( 2006) concluded that one service quality measurement model that has been extensively applied is the SERVQUAL model developed by Parasuraman et al . (1985, 1986, 1988, 1991, 1993, 1994; Zeithaml et al. , 1990). SERVQUAL as the most often used approach for measuring service quality has been to compare customers expectations before a service encounter and their perceptions of the actual service delivered (Gronroos, 1982; Lewis and Booms, 1983; Parasuraman et al., 1985). The SERVQUAL Model is derived from the study of Parasuraman, ZeithamI, and Berry in 1985 and originally 10 dimensions of service quality were reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer, tangibles. Later, ZeithamI, Berry and Parasuraman, 1988 tested the variables and reduced them to five factors including tangibles, reliability, responsiveness, assurance (combining communication, credibility, security, competence and courtesy) and empathy (combining understanding and knowing the customer with accessibility (Saleh, F. and Ryan, C., 1991). Figure 2.1 SERVQUAL MODEL Reliability Responsiveness Customer satisfaction Services quality Tangibles Assurance Sympathy Ravichandran et al, 2010 Reliability Reliability shows the ability to provide services accurately, on time, and credibly (Parasuman, Zeithaml and Berry, 1985). This requires consistency in the implementation of services and respects commitments as well as keeps promises to customers. Responsiveness This criterion measures the ability to solve the problem fast, deal with customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ complaint effectively and the willing to help customers as well as meet the customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ requirements (Parasuman, 1988). In other words, responsiveness is the feedback from banks to what customers want. Tangibles Tangibles are the images of the facilities, equipment, machines, attitude of staffs, materials, manuals, and information systems of the bank (Parasuman, Zeithaml and Berry, 1985). In others words, the tangibles refer to the effect of physical facility, equipment, personnel and communication materials on customer (Sureshchandar, Rajendran and Kamalanabhan, 2001). The atmosphere also called servicescapes influences directly both employees and customers in physiological, psychological, sociological, cognitive and emotional ways (Sureshchandar, 2001). Assurance This element creates credibility and trust for customers, which is considered through professional services, excellent technical knowledge, attitude courtesy, and good communication skills, so that customers can believe in the quality of firmà ¢Ã¢â€š ¬Ã¢â€ž ¢s services. Sympathy Sympathy is the caring, consideration, and the best preparation for customers, so that they can feel as à ¢Ã¢â€š ¬Ã…“guestsà ¢Ã¢â€š ¬? of the firm and are always welcome at any times, anywhere. Human factors are the core of this success and the more caring the bank gives to customers, the more customer understanding increases. 2.2.3 Applications of SERVQUAL Model There is no doubt that a firm wants to survive in a competitive environment, they have to ensure about the quality of products and services they are supplying to the market. Some firms provide only services therefore the quality of services is an important issue for all of these firms. Competing goods firms such as department stores, supermarket may sell a wide range of products and quality of services is a primary means of competitive differentiation. Firms that supply only services like telecommunication companies, airlines etc. have a little to offer if their quality is not good (Berry, 1986). It can be said that SERVQUAL is multiple à ¢Ã¢â€š ¬Ã¢â‚¬Å" item scale with good reliability and validity that help firms to have better understanding evaluation the services expectations and perception of customer and improve the services as well. Parasuraman et al. (1988) claimed that à ¢Ã¢â€š ¬Ã…“SERVQUAL provides a basic skeleton through its expectations/ perceptions format encompassing statements for each of the five service quality dimensions. The skeleton, when necessary, can be adapted or supplemented to fit the characteristics or specific research needs of a particular organizationà ¢Ã¢â€š ¬?. SERVQUAL shows its best valuation when it is used to track service quality trends as well as in combination with other forms of service quality measurement. Moreover, SERVQUAL is used to evaluate the firmà ¢Ã¢â€š ¬Ã¢â€ž ¢s quality according to the five services dimensions by averaging the difference scores on items making up the dimensions (Parasuraman et al.,1985). Similarly, an overall measure of service quality in the form of an average score across all five dimensions. Determining the relative importance of the five dimensions affecting customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ overall quality perception is one potential application of SERVQUAL. Another application of SERVQUAL is used in categorizing a firmà ¢Ã¢â€š ¬Ã¢â€ž ¢s customers into several perceived quality segments on the basis of their individual SERVQUAL scores (Parasuraman et al.,1988). 2.3 Theories and concepts of SERVQUAL Model 2.3.1 Definition 2.3.1.1 Service quality Service quality is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both defining it and measuring it with no overall consensus emerging on either (Wisniewski, 2001). Besides, there are many different definitions of what is meant by service quality. The most common definition used to define service quality is the extent to which a service meets customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ needs or expectations (Lewis and Mitchell, 1990; Dotchin and Oakland, 1994; Asubonteng et al ., 1996; Wisniewski and Donnelly, 1996). Service quality can also be defined as the difference between customer expectations of service and perceived service. If expectations are greater than performance, then perceived quality is less than satisfactory and the result is customer dissatisfaction (Parasuraman et al ., 1985; Lewis and Mitchell, 1990). 2.3.1.2 Customer Satisfaction There are several definitions of customer satisfactions that come from the different point of views of researchers on customer satisfaction. For example, in opinion of Oliver (1981) à ¢Ã¢â€š ¬Ã…“Satisfaction is a psychological state resulting when the emotion surrounding disconfirmed expectations is coupled with the consumers prior feelings about the consumption experienceà ¢Ã¢â€š ¬?. While Kotler (2000) defined satisfaction as: à ¢Ã¢â€š ¬Ã…“a personà ¢Ã¢â€š ¬Ã¢â€ž ¢s feelings of pleasure or disappointment resulting from comparing a productà ¢Ã¢â€š ¬Ã¢â€ž ¢s perceived performance (or outcome) in relation to his or her expectationsà ¢Ã¢â€š ¬?. Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of acceptance, happiness, relief, excitement, and delight. While Hansemark and Albinsson (2004) stated à ¢Ã¢â€š ¬Ã…“satisfaction is an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customer s anticipate and what they receive, regarding the fulfillment of some need, goal or desireà ¢Ã¢â€š ¬?. 2.3.2 Service Quality Realizing the growing importance of services quality to compete on the service dimensions of the augmented product, several scholars have examined the problems of measuring and managing service quality (Baumann, Burton, Elliott and Kehr, 2007; Bitner, Booms and Tetreault, 1990; Boulding, Kalra, Staelin and Zeithaml, 1993; Gilbert and Veloutsou, 2006; Parasuraman, Berry and Zeithaml, 1985, 1988, 1990, 1991, 1993; Robledo, 2001). However, service quality is more difficult to measure than goods quality (Gronroos, 1982) due to the intangibility of services. For this reason, firms actually find it more difficult to understand how customers perceive services and evaluate service quality (Zeithaml, 1981). According to Lewis and Booms (1983) service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis. Parasuraman et al. (1985, 1988) also shared the opinion with Lewis and Booms (1983) by the statement: à ¢Ã¢â€š ¬Ã…“Service quality perceptions result from a comparison of consumer expectations with actual service performanceà ¢Ã¢â€š ¬?. To demonstrate the above statement, Parasuraman et al (1985, 1988) proposed the SERVQUAL scale for measuring the service quality. Cronin et al. (1992) summarized four different measurement models for service quality these are SERVQUAL, SERVPERF, Weighted SERVQUAL, and Weighted SEVPERF. However, SERVPERF was regarded as the best of four models. Furthermore, Martilla et al. (1977) conducted the Importance à ¢Ã¢â€š ¬Ã¢â‚¬Å" Performance Analysis which was considered as another measurement for service quality. 2.3.3 Customer Satisfaction Customer satisfaction is generally considered among the most important long term objectives of firms. The marketing concept suggests that a satisfied customer will be more likely to repurchase products or use the services again than those are dissatisfied (Al à ¢Ã¢â€š ¬Ã¢â‚¬Å" Wugayan et al., 2007). Al à ¢Ã¢â€š ¬Ã¢â‚¬Å" Wugayan et al, (2007) also concluded that it is generally accepted that satisfaction is a psychological state that results from consumer experiences after consumption. Additionally, the basic conceptualizations focus on either or both of two aspects: the customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ initial expectations in relation to product attributes and the customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ perceptions of the product performance in relation to these expectations. There are many different factors influencing customer satisfaction these are friendly employees, courteous employees, knowledgeable employees, helpful employees, accuracy of billing, billing timeliness, competitive pricing, service quality, good value, billing clarity and quick services (Hokanson, 1995). In order to gain the customer satisfaction, first of all firms have to understand and satisfy their customer needs and wants (La Barbera and Mazursky, 1983). According to Kotler (2000) customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ needs illustrate the felt deprivation of a customer. Meanwhile customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ wants refer to the form taken by human needs as they are shaped by culture and individual personality. Singh, H. (2006) indicated that customer satisfaction affect positively and directly to an organizationà ¢Ã¢â€š ¬Ã¢â€ž ¢s profitability. Hoyer and MacInnis (2001) claimed that satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. To some extents, the consequences of a lack of customer satisfaction need to be taken into account. According to Hoyer and MacInnis (2001), dissatisfied consumers can decide to discontinue purchasing the good or service; complain to the company or to a third party and perhaps return the item, or engage in negative word à ¢Ã¢â€š ¬Ã¢â‚¬Å" of à ¢Ã¢â€š ¬Ã¢â‚¬Å" mouth communication. From summarizing a numerous previous researches about satisfied customer and dissatisfied ones, La Barbera and Mazursky (1983) made a conclusion that à ¢Ã¢â€š ¬Ã…“satisfaction influences repurchase intentions whereas dissatisfaction has been seen as a primary reason for cus tomer defection or discontinuation of purchaseà ¢Ã¢â€š ¬?. Moreover, customer satisfaction affects positively and directly customer loyalty as well as customer retention. According to Sivadas and Baker-Prewitt (2000), there is an increasing recognition that the ultimate objective of customer satisfaction measurement should be customer loyalty. It can be denied that high customer satisfaction will result in increased loyalty for the firm and that customers will be less prone to overtures from competition (Fornell, 1992). Anton (1996) also shared his opinion with statement: à ¢Ã¢â€š ¬Ã…“satisfaction is positively associated with repurchase intentions, likelihood of recommending a product or service, loyalty and profitabilityà ¢Ã¢â€š ¬?. Clearly, customer loyalty brings customer retention to repurchase or use the products and services the firms supply. In addition, long-term customer retention in competitive markets requires the business to go beyond mere basic satisfaction and to look for ways of establishing ties of loyalty that will help ward off competitor attack (Clare, 2001). 2.3.4 Relationship between Service Quality and Customer Satisfaction Customer satisfaction is often defined as the customersà ¢Ã¢â€š ¬Ã¢â€ž ¢ post-purchase comparison between pre-purchase expectation and performance received (Oliver, 1980; Zeithaml et al., 1993). The relationship between service quality and customer satisfaction has been discussed in numerous previous papers during the past decade. First of all, many researchers present that service quality has positive related relationship with customer satisfaction. In other words, service quality influence customer satisfaction and vice versa customer satisfaction influence quality (Jun and Cai, 2010). There is no doubt that in the worldà ¢Ã¢â€š ¬Ã¢â€ž ¢s today intensive competition, once a business wants to survive, they have to improve the service quality that helps them to achieve a different advantage over their rivalries. Service quality, therefore has become one of the critical factors for satisfying and retaining valued customers in every industries and banking is not an exception. Many scholars indicate that high service quality results in customer satisfaction and loyalty with the product or service. A satisfied customer will have the willingness to recommend someone else, reduction in complaints and the bank can achieve the customer retention. Furthermore, a satisfied customer is likely to be a loyal customer who will give repeating business to the firm (Heskett et al., 1997). More importantly, according to Bedi (2010), the cost of retaining existing customer by improving the quality of product and services is perceived to be significantly lower than the cost of achieving the new customers. On the other hand, when regarding the relationship between service quality and customer satisfaction in some industries as banking, some scholars point out that service quality is not related to customer satisfaction under certain circumstances. For example, through numerous studies, Parasuraman et al. (1985) indicated that even though customers were satisfied with a particular service, they did not think that it was of high quality. Another scholar also agrees with this idea, Storbacka et al. (1994, pp. 24) stated that: à ¢Ã¢â€š ¬Ã…“A customer could, therefore, respond on a questionnaire that a particular bank is of high quality, even if this did not mean this customer was satisfied with using the bank. Its interest rates on loans may be too high or it might not fit the customerà ¢Ã¢â€š ¬Ã¢â€ž ¢s preferences for some other reasonà ¢Ã¢â€š ¬?. 2.4 Previous research 2.4.1 Critical summaries of previous research a. Title: Lending Policies of Informal, Formal and Semiformal Lenders à ¢Ã¢â€š ¬Ã¢â‚¬Å" Evidence from Vietnam Authors: Thi Thu Tra Pham and Robert Lensink (2007) Country: Vietnam Data collection: the data used in this study are from a household survey on living standard in Vietnam that conducted by Vietnamà ¢Ã¢â€š ¬Ã¢â€ž ¢s General Statistical Office in 1998 with the sample of 6,002 households. Summary: This paper aims to compare lending policies of formal, informal and semiformal lenders towards household lending in Vietnam. The study points out that the probability of using formal or semi formal credit increase when borrowers provide collateral, a guarantor and/or borrow for business-related activities. The probability of using informal credit increases for female borrowers. Formal loan contract terms such as loan interest rate and form of loan repayment affect strongly default risk of formal credit. While internal characteristics of the borrowing household influent much on default risk of informal credit. Lastly, this paper aims to explore how different types of lenders try to avoid adverse selection as well as moral hazard by screening, monitoring and enforcement instruments. b. Title: Formal and Informal Rural Credit in Four Provinces of Vietnam Authors: Mikkel Barslund and Finn Tarp (2008) Country: Vietnam Data collection: A survey of 932 rural households (in four provinces of Long An, Quang Nam, Ha Tay and Phu Tho) in combination with information from the 2002 Vietnam Household Living Standard Survey. Summary: This paper aims to indicate how the rural credit market operates in Vietnam. Households can obtain the credit provided by both formal and informal lenders. Normally, formal loans are used for production and asset accumulation, whereas informal loans are supplied for consumption smoothening. The determinants of formal and informal credit demand are extremely different. While credit rationing depends on education and credit history, in particular, regional differences in the demand for credit are striking. The study indicates that credit policy in Vietnam only has one size fits all approach would be inappropriate. c. Title: Research on Customer Satisfaction: Take the Loan Market of the Taiwanese Region as An Example. Authors: Chih-Chung Chen, Su-Chao Chang (2006) Country: Taiwan Data collection: In this study, 650 questionnaires were distributed of which 413 valid questionnaires returned. Moreover, this research also conducted interviews five native branch office managers. Summary: This study aims to examine the feasibility of employing customer satisfaction model in the loan departments of banks. The research presents that once customer expectations are significantly as well as positively related to the bankà ¢Ã¢â€š ¬Ã¢â€ž ¢s performance, customer satisfaction and loyalty will be high and the complaints will be few as the result. d. Title: Credit and Non à ¢Ã¢â€š ¬Ã¢â‚¬Å" Interest Rate Determinants of Loan Demand: a Spanish Case Study Authors: Manrique, J. and Ojah, K. (2004) Country: Spain Data collection: This survey contains data for 21,155 Spanish households. 430 observations were excluded due to missing and/or inconsistent information, leaving a final sample of 20,725 observations. Summary: This research aims to investigate the potential relationship between the condition of being credit à ¢Ã¢â€š ¬Ã¢â‚¬Å" unconstrained and holdings loans as well as the determinants for a household being credit à ¢Ã¢â€š ¬Ã¢â‚¬Å" unconstrained, consumer loans and real à ¢Ã¢â€š ¬Ã¢â‚¬Å" estate loans. Spanish householdsà ¢Ã¢â€š ¬Ã¢â€ž ¢ desire and capacity to hold loans depends on the family size, education, permanent and transitory incomes. Lastly, this research provides deeply insights that attract credit consumers, credit suppliers, and policy makers in Spain. e. Title: Consumer Credit and Money Policy in Malaysia Authors: Kassim, Salina Hj and Manap, Turkhan Ali Abul (2008) Country: Malaysia Data collection: The study uses monthly data from January 1998 until March 2006. Data such as interest rates and bank loans come from Bank Negara Malaysiaà ¢Ã¢â€š ¬Ã¢â€ž ¢s Monthly Statistical Bulletin. Data on the economic conditions such as the CPI and the IPI are gathered from the respective publications of the Department of Statistics, Malaysia. Summary: The study aims to find out the consequences of interest rate on consumer credit in Malaysia based on empirical investigation. The authors categorized aggregate consumer loans into specific types including loans for purchase of residential property, loans for credit cards, loans for personal needs, loans for purchase of securities and so on, so forth. Through categorizing types of loans, the paper aims to present the relative sensitivity of each loan to interest rate shocks. f. Title: Credit demand of Rural Enterprise and Loan Supply in China Authors: Du Zhixiong (2004) Country: China Data collection: The two databases were collected during two fields of rural enterprises, undertaken in 2000 and 2001 in different provinces, namely, Jiangsu province in coastal China, and Anhui province in the central part of China. Summary: This study aims to supply the information about the real situation of rural enterprises financing. Moreover, this paper also illustrates information on the banking systemà ¢Ã¢â€š ¬Ã¢â€ž ¢s restructuring and the ways banks provide credit for rural enterprises to overcome the financing constraints. Undoubtedly, the article shows useful information on financing of rural enterprises based on using data from two surveys of rural enterprises. g. Title: Deteriorating Bank Health and Lending in Japan: Evidence from Unlisted Companies under Financial Distress Authors: Fukuda, Shin-Ichi, Kasuya, Munehisa, and Nakajima, Jouchi (2006) Country: Japan Data collection: The data are taken from Tokyo Shoko Research (TSR) Database Service about 3644 Japanese unlisted firms. Summary: This study aims to investigate the impacts of banksà ¢Ã¢â€š ¬Ã¢â€ž ¢ weakened financial conditions on loans outstanding to medium size firms in Japan. The paper examines the determinants of lending to unlisted Japanese companies in the late 1990s and the early 2000s. Moreover, the study indicates that the bank health, regulatory capital adequacy ratios and ratios of non-performing loans had opposite impacts on lending. In the case of regulatory capital adequacy ratios, its deterioration had a perverse impact on the bankà ¢Ã¢â€š ¬Ã¢â€ž ¢s lending. h. Title: An Investigation of the Relationships among Consumer Satisfaction, Loyalty, and Market Share in Kuwaiti loan services Authors: Al-Wugaya, A., Pleshko, L.P., and Baqer, S.M. (2007) Country: Kuwaiti Data collection: the paper used the survey of nearly 700 customers using Kuwaiti loan services. Summary: This research aims to investigate the relationship among customer satisfaction, loyalty, and market share of loan services in Kuwaiti. Based on the research result, the authors indicate that the relationship between customer satisfaction and market share is not supported in banking industry. However, customer loyalty is pointed out to be related to market shares. Moreover, customer loyalty is not derived from customer satisfaction but rather on other factors like price, special deals or bank à ¢Ã¢â€š ¬Ã¢â‚¬Å" customer relationship. i. Title: Provisioning of Rural Credit: an Indian Perspective Authors: Mishra, S., Mohanty, A.R., and Choudhury, S. (2009) Country: India Data collection: the survey covering 90,000 rural households in 6,552 villages in India was conducted from January to December 2003 by the National Sample Survey Organization. Summary: The paper aims to analysis rural credit provisioning measures as well as the rural credit delivery scenario in India through different rural financial institution. The study indicates that rural credit delivery still has been suffered from low levels of access to credit by the farming community, declining share of agricultural loan as a share of the total credit uptake, inadequate coverage of small and marginal farmers and exclusion of tenant farmers and share croppers. j. Title: The Incidence of Loan Collateralization in Small Business Lending Contract: Evidence from the UK. Authors: Cowling, M. (1999) Country: the UK Data collection: the data were used as random samples of 272 small businesses from a survey conducted by Association of British Chambers of Commerce. Summary: The paper aims to investigate the relationship between small firms and banks focusing on the incidence of loan collateralization. The study indicates that age of the small firms and close relationship with the banks that helps to reduce the incidence of loan collateralization, which implies that relationship banking can bring tangible benefits to small businesses. 2.4.2 Limitations of previous research General speaking, everything has its own advantages and disadvantages. There is no doubt that previous research has provided readers comprehensive knowledge about sectors it mentioned especially in customer satisfaction as well as credit facilities provided in different countries in general and in Vietnam in particular. However, the previous papers also show their limitations as there were a few studies specializing in credit facilities provided by Vietnamese banks. Further the real situation of credit services in Vietnam including outstanding loans, loan structures well as the quality of credit facilities has not been comprehensively researched. Accordingly, the customer satisfaction on credit facilities was not paid much attention by previous scholars. Therefore it can be said that the previous studies do not provide adequate information about customer satisfaction on credit facilities in Vietnamese banks. 2.5 Criticism of SERVQUAL Model It can be denied that although SERVQUAL has grown popularly and widespread applied it still has been subjected to a number of theoretical and operational criticisms as below. Under theoretical aspects, first of all SERVQUAL is criticized due to its inappropriate base on an expectations disconfirmation model rather than an attitudinal model of service quality. Secondly, it does not build on extant knowledge in economics, statistics and psychology (Francis Buttle (1996). Cronin and Taylor (1992; 1994) said that SERVQUAL is paradigmatically flawed because of its ill-judged adoption of this disconfirmation model. Moreover, they stated that perceived quality is best conceptualized as an attitude. They criticized Parasuraman et al. for their hesitancy to define perceived service quality in attitudinal terms, even though Parasuraman et al. (1988) had earlier claimed that service quality was similar in many ways to an attitude. Another criticism has been proposed by Anderson (1992), he indicated that SERVQUAL fails to draw on previous social science research, particularly economic theory, statistics, and psychological theory. Parasuraman et al.à ¢Ã¢â€š ¬Ã¢â€ž ¢s work is highly inductive in that it moves from historically situated observation to general theory. Andersson (1992) reckoned that Parasuraman et al. renounces the principle of scientific continuity and deduction. For theoretical aspects, Francis Buttle (1996) also presented a related set of criticism of SERVQUAL including factors involved in Gaps model, process orientation and dimensionality. In Gaps model, there is little evidence shows that the customer assess quality in terms of Perception à ¢Ã¢â€š ¬Ã¢â‚¬Å" Expectation gaps. For process orientation: SERVQUAL has been criticized for concentrating on the process of service delivery rather than focusing on the outcomes of the service encounter such as technical dimensions (Kang and James, 2004). In other words, the SERVQUAL measurement does not adequately explain a technical attribute of service (Ravichandran K., et al, 2010). Dimensionality: SERVQUALà ¢Ã¢â€š ¬Ã¢â€ž ¢s five dimensions are not universals; the number of dimensions comprising service quality is contextualized; items do not always load on to the factors which one would a priori expect; and there is a positive inter correlation between the five RATER dimensions (Buttle ,1996). Under operational aspects, many scholars have argued that the components of SERVQUAL fail to fully evaluate customer perception on service quality in certain industries (Cronin Taylor, 1992; Finn and Lamb, 1991). Two attributes of service was proposed by Gronroos (1984) which have been identified as dimensions of service quality relied on the conceptualization of service quality as between expectation of service and perceived service. Rust and Oliver (1994) extended Grunionsà ¢Ã¢â€š ¬Ã¢â€ž ¢ model by providing a three-component model explaining service quality through service product, service delivery and service environment. Whereas Brady and Cronin (2001) suggested three service quality dimensions including service outcome, consumer-employee interaction and service environment. It can be said that the conceptualization of service product/service outcome and service delivery/consumer employee interaction is consistent with the idea of technical attribute as well as functional att ribute derived from Gronroosà ¢Ã¢â€š ¬Ã¢â€ž ¢ model. (Ravichandran K., et al, 2010). 2.5 Chapter Summary To conclude, first of all SERVQUAL Model measuring the customer satisfaction as well as its theories and concepts have been presented. After that this chapter has reviewed many academic previous researches about critical factors determining customer satisfaction in different industries, customer satisfaction on variety of banking services and credit facilities in Vietnam and other countries have been mentioned. However, these previous researches cannot illustrate perfectly all aspects related to this dissertation therefore the limitations of previous researches have been summarized.

Definition and Examples of English Morphology

Morphology is the branch of linguistics (and one of the major components of grammar) that studies word structures, especially regarding morphemes, which are the smallest units of language. They can be base words or components that form words, such as affixes. The adjective form is  morphological. Morphology Over Time Traditionally, a basic distinction has been made between morphology—which is primarily concerned with the internal structures of words—and syntax, which is primarily concerned with how words are put together in sentences. The term morphology has been taken over from biology where it is used to denote the study of the forms of plants and animals ... It was first used for linguistic purposes in 1859 by the German linguist August Schleicher (Salmon 2000), to refer to the study of the form of words, noted Geert E. Booij, in An Introduction to Linguistic Morphology. (3rd ed., Oxford University Press, 2012) In recent decades, however, numerous linguists have challenged this distinction. See, for example, lexicogrammar and lexical-functional grammar (LFG), which consider the interrelationship—even interdependence—between words and grammar. Branches of and Approaches to Morphology The two branches of morphology include the study of the breaking apart (the analytic side) and the reassembling (the synthetic side) of words; to wit, inflectional morphology concerns the breaking apart of words into their parts, such as how suffixes make different verb forms. ​Lexical word formation, in contrast, concerns the construction of new base words, especially complex ones that come from multiple morphemes. Lexical word formation is also called lexical morphology and derivational morphology. Author David Crystal gives these examples: For English, [morphology] means devising ways of describing the properties of such disparate items as a, horse, took, indescribable, washing machine, and antidisestablishmentarianism. A widely recognized approach divides the field into two domains: lexical or derivational morphology studies the way in which new items of vocabulary can be built up out of combinations of elements (as in the case of in-describ-able); inflectional morphology studies the ways words vary in their form in order to express a grammatical contrast (as in the case of horses, where the ending marks plurality). (The Cambridge Encyclopedia of the English Language, 2nd ed. Cambridge University Press, 2003) And authors Mark Aronoff and Kirsten Fuderman also discuss and give examples of the two approaches this way: The analytic approach has to do with breaking words  down, and it is usually associated with American structuralist linguistics of the first  half of the twentieth century....No matter what language were looking at,  we need analytic methods that are independent of the structures we are examining; preconceived notions might interfere with an objective, scientific analysis. This is especially true when dealing with unfamiliar languages.The second approach to morphology is more often associated with theory than with methodology, perhaps unfairly. This is the synthetic approach. It basically says, I have a lot of little pieces here. How do I put them together? This question presupposes that you already know what the pieces are. Analysis must in some way precede synthesis. (Mark Aronoff and Kirsten Fudeman, What Is Morphology? 2nd ed. Wiley-Blackwell, 2011)

Week 3 Case Study 2 Submission Essays - 1251 Words

Week 3 Case Study 2 Submission Asa J Opie Sec 310 Professor Nerove Strayer 7-20-2014 Week 3 Case Study 2 Submission A critical infrastructure is defined as any facility, system, or function which provides the foundation for national security, governance, economic vitality, reputation, and way of life. (http://www.dhs.gov/xlibrary/assets/NIPP_InfoSharing.pdf)In short, critical infrastructure is by definition essential for the survival of the nation. The USA PATRIOT Act specifically defines critical infrastructure as systems and assets, whether physical or virtual, (Jena Baker McNeill and Richard Weitz, 2010) so vital to the United States that the incapacity or destruction of such systems and assets would have a debilitating†¦show more content†¦First of all, one could base the concept in notions about the value of human life. This asset value approach is usually taken when the idea of continuity is considered. The way its usually put is by saying that the continuity, or continued operation, of a critical infrastructure is essential for the maintenance of human life and/or the maintenance of some standard of living that people have become accustomed to. The continuity of critical infrastructure is essential to avoid panic and hysteria during the impact of a disaster. Every day, a persons life is shaped or affected in some way by one or more critical infrastructures. Life, as we know it, is not possible without critical infrastructures, and they are all connected together in a system of systems where failure in one can cascade into a failure of all. This line of thinking is not only important to authorities who want to make sure that life stays worth living, but it is also the hope and dream of terrorists to find that one small chunk in the armor which makes the whole house come down. (Jena Baker McNeill and Richard Weitz, 2010) In other words, terrorism represents the ultimate anti-continuity. Yet, others approach the concept of infrastructure as representing those things indispensable for cultural purposes. This is the thin king behind identification ofShow MoreRelatedSexual Harassment At The Workplace1270 Words   |  6 Pagesprovide resolutions to any conflict that may arise by taking all the necessary steps. According to studies, women are often the victims of sexual harassment, and unfortunately, most of them do not seek redress (Chaudhuri P. 2006). Men are also harassed, however they are less likely to report the harassment. Therefore, it is right to say that laws should be put in place to deal with sexual harassment cases and also protect the employee from the boss, co-workers, and even customers. 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Healthcare Current regulatory policy Free Essays

The Current regulatory policy touching on the healthcare professionals is grounded on the believe that the marketplace of these professionals services fails because of the lack of full information concerning the healthcare services on the part of the consumers of these services (Haas-Wilson, 2010). That way a number of professionals in this field can offer low quality services at prices that are not commensurate to the quality of the services to gullible consumers without the fear of being told to account for these compromised services that even flout professional ethics of the healthcare profession (Haas-Wilson, 2010). Healthcare professional are always very quick to defend the existence of these regulations arguing that they ensure that healthcare professionals are offering high quality healthcare services to each and every client of these services irrespective of whether they are informed of their right to quality healthcare services or not (Drake, 2008). We will write a custom essay sample on Healthcare Current regulatory policy or any similar topic only for you Order Now Whether they ensure quality service to clients the way healthcare professionals argues is still a subject of intense debate. However, it is not in contention that by dictating the minimum qualification and experience that a healthcare professional should have in order to practices, there a big number of quacks who are restrain from infiltrating the lucrative healthcare market (Drake, 2008). The regulatory agencies that have been mandated to pass rules and regulations that will be used to govern the practice of the healthcare professional is also another major step at protecting the clients of these services and ensuring that they get only the best and most appropriate services. The restriction especially on advertising on the other hand which also makes up these regulations also go along way in enabling that the clients of these services make informed decision free from any influence when looking for the healthcare services. Reasons for the existence of mal-distribution of physicians in spite the high number of physicians graduating from medical school The problem of mal-distribution of the healthcares professional is not a new phenomenon in the United States especially in the rural areas (Rapaport, 1980). This has continued despite the government intervention and even the high number of medical graduates graduating from our universities and other institutions of higher learning offering medical disciplines. Healthcare professional in this case refers to the likes of nurses, nurse practitioners, physician, and physician assistants. One of the reasons for this state of affair is due to the fact a large number of healthcare practitioners prefers to locate their medical facilities in the metropolitan areas because of their high population (Sign, Shi, 2009). Another factor that is aggravating the already worse situation is the fact that many medical practitioners are leaving graduate school as specialists like retina specialist thereby making their application in the rural areas untenable (Sign, Shi, 2009). Effects of this distribution in the context of diverse special populations There are a number of problems that are associated with this mal-distribution in the United States, some of these concerns that are associated with this kind of lopsided distribution include cost, access and finally quality. With scanty availability of healthcare services in most rural areas the question of high cost begin to haunt the consumers of this services. The few who are practicing in these rural areas can increase costs of these services without improving on quality of the same (Sign, Shi, 2009). The same applies to the quality of the services which happens because of few practitioners, lack of enough information and inadequate regulation (Rapaport, 1980). Finally, the access of these services also becomes a problem to the dweller of these areas primarily because of the high healthcare practitioner to patient’ ratio (Rapaport, 1980). References Haas-Wilson, Deborah, (2010). The Regulation of Health Care Professionals Other Than Physician. Retrieved 25 July 2010 from http://www. cato. org/pubs/regulation/regv15n4/reg15n4d. html Drake, M. Dawn, (2008). Examining the Issue of Mal-Distribution of Physician through GIS: A Case Study of Retina Specialists in the United States. Retrieved 25 July 2010 from http://www. urisa. org/files/DDrake. pdf Sign, A. Douglas Shi, Leiyu, (2009). Delivering Healthcare in American: A System Approach. Sudbury: Jones Bartlett learning. Rapaport, Eliot, (1980). Current Controversy in Cardiovascular Disease. Los Angeles: Saunders. How to cite Healthcare Current regulatory policy, Papers

Mis on Travel Agency free essay sample

Involved in the line of providing superb tour packages, we have 20 years of experience acting as very best travel agents and tour operator. Their main mission is to achieve a concrete success in the Industry and build the Brand Image of the company beyond heights. They are continuously trying to achieve the goal of being one among the Fortune companies and provide the maximum customer satisfaction. We are moving ahead with our excellent services of North India Tour package, South India Tour package, India golden triangle tour that are capable of changing the trends of the life styles. Objective of the Project: The aim of this project is to study the daily business operations of a tour and travels business/ operator, examine their existing information system in detail and suggest changes/ improvements in their existing Management Information system. As part of this assignment, we chose to study the system prevailing in Kirty Tours and Travels, Nasik. Kirty tours is a fairly big tours and travels operator having 4 branches in Nasik city and provides services like bus, rail and air ticket booking, package holiday and tours and pilgrimage bookings. In this endeavour we would like to make the business ore responsive and flexible by proposing a new MIS system which can serve the overall information needs of the business. Our proposed MIS system will tightly integrate financial, booking and customer management systems. Our MIS system integrates all phases of travel management submitting initial requests, planning, online booking, and submitting and settling travel expenses. The application includes a tailored user interface for all roles involved in processes used by travel agent. The new travel Management MIS provides an end-to-end solution for managing business of a travel agent. The solution provides features and functions that allow them to Travel planning and online booking This system enables travel agent to book flights, hotels, cars, and country-specific rail options, as well as look up related information. In addition, the application fully supports communication with customer, making interactions more efficient. Travel management reporting Travel management MIS system supports decision-making and facilitates the development and implementation of new travel management strategies. Travel Management system optimizes the entire trip life cycle, from travel requests nd approvals through planning and reservations, travel bills management, policy compliance, and analytics. These are a few reasons why the management of Kirty tours and travels should look for new / proposed MIS system: End-to-end solution -Travel Management system requires no development or additional interfaces. Integration with Finance The application is completely integrated with the financials. Reduced indirect costs We can dramatically reduce indirect costs by automating your processes and workflow. Improved compliance The proposed MIS system ensures improved compliance with travel agencys policy nd negotiated travel contracts. Booking consolidation The new MIS provides a reliable analysis of travel information and costs through synchronization with reservation systems. Improved cash flow Efficient accounting cycles and up-to-date cost information result in better cash flow. O DFD OF EXISTING SYSTEM STUDY OF EXISTING SYSTEM The existing system at Kirty tours and travels is mostly based on manual operations. The daily operations of Kirty tours can be described as follows: 1 . Customers normally approach Kirty tours and travels booking office in person or over phone to book his travel needs/ requirements. . Tie-ups with prominent travel booking websites enables Kirty tours to search for the most suitable travel packages to the customer. This search is done by one of the personnels of Kirty tours online using a desktop terminal. 3. Some of the travel management companies with which Kirty has tie-ups with are 0 Beam http://travel. beam. co. in/ 0 Suvidha http:// suvidhatravels. in/ 0 Cleartrip http://www. cleartrip. com/ 0 Make My Trip http:// www. makemytrip. com/ 0 Yatra http://www. yatra. om/ 4. Commission to Kirty tours from these travel management organisations is based on number of bookings done rom their respective websites. 5. Once the booking is done from a website, billing/ invoicing takes place, again manually and the ticket is handed over to the customer. keeping work is currently happening at the Mumbai Naka branch of Kirty tours. 7. Kirty tours have 4 branches in Nasik and employs on an average 3 employees in each branch to service the customers. As evident from the existing system description, there is no linkage between the Finance team and people working in the branches who book customer orders. The functional departments are working in isolation and hence there is no linkage between the different functional teams. There is no MIS system that is currently being used in the business enterprise. Only personal computers are used by the employees booking the customer orders to find/ search for a travel package. As the current work process is completely dependent on online travel management portals, the daily operations are very arbitrary and random. Also the end of month commission owed by various online travel management companies to Kirty tours can be known only online in their respective portals. Thus the business has a high degree of dependency on these online portals. There is also a need to ntegrate all the four branches and the finance team for better communication and functioning of the business. Hence, there is enough scope for the business to improve their operations and make it more efficient by having an MIS system. As per the new information system, Kirty tours and travels instead of working with travel management companies like Make My Trip, miatra, Cleartrip, now will ave direct tie-ups with prominent domestic airlines such as Jet Airways, Kingfisher airlines, Spice Jet, Indigo, Indian and Go Air etc. For this to happen, Kirty tours has to enter into an agreement with these airline companies and can become a direct franchisee (Authorised tour operator) of these airline companies. Thus Kirty tours will now be directly working under the airlines instead of working under 3rd party travel management companies. Some of the main advantages of this direct alliance are: 0 Greater degree of transparency and flexibility in terms of ticket ooking and confirmation: Kirty tours having entered into an agreement will have greater privileges now and can offer Credit Periods to customers. Kirty tours will have quotas booked for each flight and thus will have greater visibility of flight seat status and likes. Hence, it will be highly unlikely that for a given flight, the customer will return without having booked a ticket; therefore this leads to greater customer satisfaction. Being a direct franchisee of airlines, Kirty tours will now get their total payment or commission as per their bookings and this information can be directly btained real time from the airlines application. 0 A high performance MIS system will now interact with applications of prominent airways and hence service time also reduces drastically. Thus effectively the new/ proposed MIS system will directly operations of the business i s expected to become more responsive, smooth and efficient. On similar lines, the application will interact with the IRCTC website of Indian railways to cater to customers who wish to undertake train Journeys. However for bus Journeys and travel bookings, the proposed MIS application still has to work with interfaces like Neeta Tours, RedBus. n etc. The daily operations using the new MIS system can be expected to be as given below. 1. Initially the customer approaches KIRTY TRAVELS for their customer needs. Inputs like travel mode/ stay options/ travel date are collected from the customer. 2. Kirty tours will now use their online MIS application (Instead of using the 3rd party travel management websites) and directly connect to airlines/ railways/ bus ticket booking application online. Based on the given inputs, different travel options are suggested to the customer. Upon the consent of the customer a provisional booking is made. . The customer must confirm the booking (provisional) within 3 days by sending a deposit of 10% of the total cost. On the receipt of the deposit, the reservation module sends the details from the provisional booking file to the confirmed booking file. 4. Four weeks before the departure is due, the accounts module sends an automated generated invoice to the customer for the remaining dues. 5. Once the full payment is received, accounts module sends an acknowledgement that no dues are left to the customer service module which then delivers the confirmed tickets to the customer. 6. The entire proposed MIS system will run as an online real time MIS application. Investments in terms of software application, hardware services and work stations are needed. 7. In order to achieve a higher degree of flexibility and ease of operation, the proposed application can be integrated with the currently existing auditing tool that is tally for easy auditing. 8. Also since every customer transaction is saved in the database of the proposed system. So Kirty tours and travels will now be informed to a much greater extent about the details of their travel bookings and have passenger details. This important customer data can be analysed at a later stage to make some important business decisions. Some of the drawbacks of the existing system that can be completely eliminated with the introduction of MIS system at Kirty tours are: 0 Faster processing of customer requests or orders, thus leading to higher levels of customer service. The customer satisfaction levels are surely going to increase. Enhanced reputation and thus increase in customer loyalty. Earlier because of interfaces, order processing was tedious and time consuming. 0 Having an accounts module inbuilt in the MIS system and integration with Accounts department system Tally system) will make the financial processing and audit process for the business at the end of the year easy and convenient. All the payments from the airways will directly be credited to the bank account of Kirty tours and also the proposed system will have visibility over the money transactions. Hence greater degree of financial control is being offered. 0 Integration also among the branches of Kirty tours will give them greater visibility over the business operations of their branches; which was earlier not possible because of stand-alone operations of all branches. 0 Also lesser orkload on employees because of the automated MIS system and hence greater levels of employee satisfaction. The equipments that need to be procured/ purchased and installed for the new MIS system are: 1 . Network Servers: A high performance server from either IBM or Dell is required on which the proposed online application will run. This server should also run a fast and efficient database such as SQL Server or Oracle DB. 2. The storage capacity of the database is decided to be 3 Terabytes considering the magnitude of operations of Kirty tours. Out of this capacity 1 TB is used for operational purposes, hile 2 Terabyte is used for back-ups and archiving. 3. An efficient firewall with antivirus is very essential for smooth operations of the online MIS system and protection against malicious software threats and attacks. 4. Data-cards and LAN wires for interconnectivity is necessary for interconnection of system/ workstations in the LAN. . Apart from the above mentioned hardware requirements, an online tool for managing the entire daily operations is also necessary. This will be the online software application for provisional order booking, order confirmation, order ancellation, rescheduling, ticketing and billing/ invoicing. O TECHNICAL AND OPERATIONAL FEASIBILITY Feasibility study is carried out t decide whether the proposed system is feasible for the company. The feasibility study is to serve as a decision document and it must answer three key questions: 1. Is there a new and better way to do the Job that will benefit the user? 2. What are the cost and the savings of the alternative(s)? 3. What is recommended? Technical feasibility: Technical feasibility centres on the existing computer system i. e. Hardware, Software etc. Kirty tours and travels require SQLI Oracle database management that are all easily available with extensive development support through manuals and blogs. The requirements of the system for Kirty tours and travels are also quite standard and on par with what industry leaders (such as Cox and Kings, Thomas Cook, Sita tours and Travels) use. Network connection to inter-connect all the branches can be done through a common server. Thus the proposed application is technically feasible. Economic feasibility: Economical Feasibility is the most frequently used method for evaluating the effectiveness of a candidate system. More commonly known as Cost/ Benefit analysis, the procedure is to determine the benefits and savings that are expected from the candidate system and compare them with costs. If the benefits outweigh costs, then the decision is made to design and implement the system. The cost benefit analysis in qualitative and quantitative terms is done in the next section. Operation feasibility: A simple to use, user friendly system is being proposed for managing information in Kirty tours and travels. This system is definitely feasible in operational terms. PERT CHART Computing Platform 10 Begin 1 2 Installation 4 Testing 9 5 6 12 6 12 Prepare Site 3 10 35 Follow up 0 Node 0 Activity Measuring units in Weeks COST BENEFIT ANALYSIS The cost benefit analysis can be divided into 2 parts namely: Quantitative Analysis: We propose that after the introduction of MIS system in Kirty tours, business revenues are going to increase by 40% in value terms. The cost involved in setting up the MIS system is analysed below. 1. Cost incurred in setting up of the MIS 2. Cost involved in training the personals on usage of the system. 3. Cost involved in the annual or biennial maintenance of the proposed MIS system. Hardware components ike databases and databases that are used for data storage form a part of the proposed MIS system. These systems are to be maintained on a regular basis to avoid technical glitches. The system development team will thus have to gather every requirement or need of the system and should work on the design of the system. Here all the requirements will be in functional terms and this has to be converted into technical design documents for further usage. Design Specification Once the requirements for the system have been documented and are validated, software engineers design a software system to meet them. This phase is sometimes split into two sub-heads such as architectural or high level design and detailed design. The high level design deals with the overall module structure and origin rather than the details of the module. The high level design is defined by designing each module in detail known as detailed design. Separating the requirements analysis phase from the design phase is an instance of a fundamental what/how dichotomy. The general principle involves making a clear distinction between what the problem is and how to solve the problem. The purpose of the design phase is to specify the particular system, which will meet the stated requirements. The proposed system is an online MIS, design documents (both high level and low level designs) highlighting the Graphical user interfaces (GU), business logic, interfaces with other airline applications are to be designed first and should get validated from us or from Kirty tours and travels. After obtaining the consent of the client, coding and development is to be started. Coding Module Testing This is the phase, in which actual system development activities are taken up. Individual modules of the proposed system will be developed and will be tested in isolation for their functionality and logic. This phase known is known as Coding/ development and module testing phase. Integration System Testing This is the next phase in the traditional Waterfall Model. In this phase all the modules that have been developed before and tested are basically linked/ integrated together. The integrated module now forms an entire system in totality and will be tested for functionality, logic and robustness. The ystem will also be thoroughly checked for end-to-end data flow. Database entries and performance are also monitored and tested. Data-flow to Tally system will also be tested. User profiles and accounts are created and are checked for thoroughness. will be tested by the client or client team i. e. personnels of Kirty tours and travels or by us. The criteria for validation here will be Ensuring all our requirements and needs are correctly addressed in the system functionality. Ease of use/ user friendliness of the new system Performance of the system. Once the system is checked and tested for the above mentioned criteria, the system s ready for delivery and deployment. However if the client is not satisfied with the system, rework has to be done to modify the system as per clients needs. Delivery, Deployment Maintenance Once the system passes all the tests and its subsequent activities, only after that it is delivered to the customer. This phase is known as delivery stage. In our case, the system will have been tested by the client and client team for acceptance. We expect the system to be ready for deployment in this phase. In the deployment phase, the software code/ application is loaded/ deployed in the pplication server, centralised database is installed and all the branches of Kirty tours and travels will have to be interconnected through application network. The new application infrastructure is now ready for use. After the successful completion for the delivery stage the system enters into the maintenance phase. As a result of this any modifications made to the system after initial delivery is usually attributed to this particular phase. Unlike a conventional software system, this MIS system is fairly less complex and hence annual or biennial maintenance of database, server and network hardware components would suffice.