A Critical Aaccount of a Philosopher's Educational Idea (John Dewey) Term Paper

A Critical Aaccount of a Philosopher's Educational Idea (John Dewey) And Their Usefulness to And Implications for the Bahamas - Term Paper Example This essay stresses that the contributions of John Dewey to the present education will always be felt. To him, education is as important to social life as reproduction and nutrition are important to physiological life. He viewed education as a necessity in life where a child is born knowing nothing only that it is born in a social group. According to John Dewey, all communication is educative and any individual who actively participates in communication learns something. For a society to continue existing, a teaching and learning process must be existing. An individual learns the way to respond to an event through participation in communication that involves common understanding. It has also been found earlier that living together is educative and this is especially in the experiences that the individual gains from the other members of the society. This paper makes a conclusion that the environment that surrounds a learning area has some influence in the learning process. This environment that interferes can be defined as the surrounding conditions that are related to the execution of the activity. Education can also guide, direct, or control an individual. The child knows no direction appertaining to the life customs of the society that the child has been born and will be brought up in. For the child to grow up in a way that is acceptable to the society some guidance is necessary and this guidance can only be acquired through education. Education is also important in areas such as growth, preparation of the future, conservation etc. Students in schools should also be given opportunities to play.

Human Relations Movement Essay Example for Free

Human Relations Movement Essay Human Relations Movement refers to those researchers of organizational development who study the behavior of people in groups, in particular workplace groups. It originated in the 1930s Hawthorne studies, which examined the effects of social relations, motivation and employee satisfaction on factory productivity. The movement viewed workers in terms of their psychology and fit with companies, rather than as interchangeable parts. The hallmark of human-relation theories is the primacy given to organizations as human cooperative systems rather than mechanical contraptions. George Elton Mayo stressed the following: Natural groups, in which social aspects take precedence over functional organizational structures Upwards communication, by which communication is two way, from worker to chief executive, as well as vice versa. Cohesive and good leadership is needed to communicate goals and to ensure effective and coherent decision making (Wilson Rosenfeld, Managing Organizations, McGraw Hill Book Company, London, p. 9. ) It has become a concern of many companies to improve the job-oriented interpersonal skills of employees. The teaching of these skills to employees is referred to as soft skills training. Companies need their employees to be able to successfully communicate and convey information, to be able to interpret others emotions, to be open to others feelings, and to be able to solve conflicts and arrive at resolutions. By acquiring these skills, the employees, those in management positions, and the customer can maintain more compatible relationships. (DuBrin, A. J. (2007). Human Relations Interpersonal Job-Oriented Skills, Pearson Prentice Hall, 9th. ed. , New Jersey, p. 2. ) Institutes where human relations are studied include: The Tavistock Institute, co-publishers of the Human Relations journal; the NTL Institute for Applied Behavioral Science; The Oasis School of Human Relations, Masters Degree in Globally Responsible Leadership (Oasis Press publishes human relations books and manuals); Trevecca Nazarene University, Bachelors Degree in Management and Human Relations for working adults; the University of Oklahoma offers a Bachelor of Arts in Human Relations, as well as a Master of Human Relations; Concordia University (Montreal, Canada) offers a Bachelor of Arts in Human Relations, as well as a Master of Human Systems Intervention.

Religions Effect on The Wanderer :: Religion Clergy Wanderer Poetry Poem essays

Religion's Effect on The Wanderer â€Å"He who is alone often lives to find favor† (Wanderer), but is he searching needlessly? In short, â€Å"The Wanderer† is an Old English poem of a man who is exiled due to the loss of his liege lord. The man then finds himself traveling the sea in search of a new land in which he could remain. His travel is accompanied by a lament from his heart. His heart has little hope, and even that is overpowered by the lament for the land he had just been exiled from. Yet hope still manages to find a place in this sad tale, for this oral poem was made into a manuscript by the Christian Monks around the year of 975 (Wanderer). â€Å"The Wanderer† is among many of the oral traditions of the Anglo-Saxon period that have been put into print. Through this transition of being spoken to now being read, â€Å"The Wanderer† has lost and gained different components of its original form. If one were to remove the words of the author, the poem would be left with only a â€Å"sense of the harshness of circumstance and the sadness of the human lot† (Encarta), which is the average focus of poems spoken at the time. However, with the author interjecting phrases as simple as â€Å"So the wise man spoke in his heart† (Wanderer), it lifts the appeal of true harshness. The author takes this man’s most abstract and uneasy thoughts and gives a simple explanation for them, and this leads the reader to not judge the wanderer- based on his morbid thoughts- as much. The author does not go as far as to create sympathy for the wanderer, just far enough to create an understanding of him. No person wants to be judged based on personal thoughts, for things expressed only within the mind are not meant to be observed by others. It could create a wrong impression of a person, and that is what the author is making sure does not happen. There is an â€Å"elegiac note [that] finds it most eloquent expression in ‘The Wanderer’† (â€Å"Wanderer†). However, because of the clergies inserting an author, this great sense of elegy is slightly altered due to the fact: it is not completely a reflective essay anymore, but mostly because the melancholy tone is lightened by the author’s explanation, which are two key components of elegy. Granted, it is believed to be one of the best examples of elegy, but it must have been more so before it was put into manuscript.

Ronald Takaki’s A Different Mirror

Dr. Ronald Takaki, a professor in the Ethnic Studies Department at the University of California, Berkeley, describes America’s immigrant history from the perspective of the minority group in the time period from Colonial America to the Los Angeles riots of 1992 (the year before the book was published).The author examines the historical experiences of different immigrant groups upon arrival in America, their reasons and expectations for coming, and the impact of such immigrations upon the Native American tribes who were already living in America and thought they possessed the land.The groups discussed include African Americans, Chinese, Japanese and other Southeast Asians, Irish, European Jews, and Hispanics, each of whom tended to originally settle in different parts of the country and perform different types of work that was available.   This is an enormous undertaking in a book of 428 pages.The book is extremely useful to both readers and teachers through its explanation o f the reasons ethnic groups immigrated into the   parts of the country in which each settled.   For example,   Chinese immigrants were usually husbands with wives and children left in China to ensure the men would continue to send money home.The site of immigration often determined the available work and jobs.   The Chinese came to the West Coast and became railroad workers, virtually building the Central Pacific Railroad in 1869 and uniting the country.   Then they went into the agricultural industry of California and into small businesses requiring a minimal cash outlay to start.   By the 1850’s, the Chinese quarter of San Francisco existed with small stores, Chinese societies and traditions, and gangs.The Japanese family unit migrated because the Japanese government encouraged this means of maintaining Japan’s national honor.   Most came with wives or imported them to work in businesses as unpaid family labor.   The Japanese, being 2% of Californiaâ €™s population, were disliked but incorporated into a paternalistic, racial hierarchy, where they also helped to build the railroad, became farmers, and worked in canneries.Since the book is written from the ethnic groups’ perspective, the leaders of the United States, being primarily Caucasian men whose opinions reflected those of the times, often appear short-sighted and ignorant of the consequences of their actions.Dr. Takaki is particularly harsh on Benjamin Franklin, Andrew Jackson, and Thomas Jefferson, all fairly well regarded during their lives.   He also omits important women   in American history, except for writers.   The first woman mentioned is Phyllis Wheatly, an African American poetess of the Colonial Era.There were other important women in that era, as discussed in Our Founding Mothers, by Cokie Roberts.   He also does not mention any of the women involved in the Abolitionist Movement, the Women’s Suffrage Movement, or any other womenâ€⠄¢s movement.     Towards the end of the book, he mentions several female writers and their works, including Gloria Anzaldua, Gloria Steinem, Alice Walker, and Toni Morrison, all cultural minority writers.There are no stereotypes.   The settings of the book are authentic and describe in detail the way the minorities lived, the areas in which they lived, and the work they did.   Dr. Takaki discusses in detail the immigration of European Jews from Russia and Eastern Europe as refugees from the Pale, a part of Russia set apart for them, who could not return to their homelands without being killed.The Jews were typically educated, had middle class values, worked hard, and were socioeconomic mobile.   Their skin was white, they spoke English, and most changed their names to fit into existing American culture.   They settled   primarily on the East Coast and started work in the garment industry and opened small shops.All made certain that their children were well-educated an d did not have to work at such menial positions.   African-Americans began as slaves in the original American colonies.   The author mentions several famous Abolitionist men – Frederick Douglas, John Brown and Martin Delany (the leading Black Nationalist of the 19th Century, who was admitted to Harvard Medical School and told he would have to practice in Africa).He discusses how World War I created a labor shortage when European immigration was closed, creating a need for African-Americans to migrate to the northern cities where work and housing was plentiful.   The Harlem Renaissance he dismisses as imagined (page 357) by the white intellectuals.He mentions some individual African Americans of significance including Marcus Garvey (who wanted to establish a Black nation in Africa); Adam Clayton Powell (Congressman); and Zora Neal Hurston (author of Their Eyes Were Watching God).Dr. Takaki’s discussion of the Hispanic revolution is sketchy.   Part of California was settled by upper class Spaniards who created their own hierarchy by ranking darkening skin color, with pure Indians and laborers being on the bottom.     There is so much information available on how badly the government treated the Native Americans that his discussion of this material was brief by necessity.

Management and Indian Culture Essay

1. Evaluate the managerial style of Brian Moseley and explain how it fits with Indian culture. Be specific in identifying any mistakes Brian made in managing Indian workers. * Brian spoke with managers and employees, made mental notes of conversations (3 months) * Identified employees whom he felt should be replaced and whom had greatest potential for advancement * After 3 months, met with senior managers and proposed that they collectively formulate turnaround strategy * Suggested changes such as pay-for-performance programs, annual performance reviews, management by objectives, 360-performance appraisal program * Highly frustrated, he sometimes criticized members of managerial team in front of subordinates relationship with managers became increasingly strained * â€Å"Big Boss† manager who had little understanding of Indian culture * Rajan criticized Brian as being too direct and forceful â€Å"culturally imperialistic†, saying Brian was too immature, concerned that Brian was trying to change culture to fit American Management * His style of management was way too direct and forceful, didn’t fit with the Indian culture at all as they are more relaxed and laid back. * He made the mistake by trying to force it upon all the managers and if they didn’t give in, they should just quit, which they did. 2. Rank the following principals and justify the ranking in terms of responsibility for the lack of change at the Bindi Brake Company: Brian, Rajan, Aspen, the Indian Manager. * Brian – Although he was very excited to implement change, he didn’t implement the change according to the differences in cultures that India is accustomed to. He tried to hard to implement an American strategy rather than adapting to the culture surrounding him. * Indian Manager – I believe that hes the most responsible because people that work for the company look up to the manager, listens to the manager and will accept changes in the company if the manager asks them to do so. Because of their refusal to accept changes, they didn’t initiate or implement the strategies towards their employees, which made it that much more difficult to implement change. * Rajan – he was being stubborn and not listening to his directing officer. Even though he didn’t believe in the change process, he could’ve at least attempted to implement the change within the employees to see if it would make the company more efficient. His refusal to accept responsibility and take action caused the company’s plans to fail. * Aspen – sent an employee who they thought was experienced and competent to complete the job. 3. What could each of the above-named principals have done differently to avoid the situation? * Brian – adapted to the cultures instead of being stubborn and trying to implement a completely new culture into an organization that isn’t accustomed to it * Indian Manager – listen to his commanding officer and attempted to improve the company * Rajan – instead of being negative about all the ideas, comply to them and test them and see where it goes. Offer suggestions instead of just refusing to do anything * Aspen – monitor Brians progress and see how well he’s doing. Hire a more competent and easy-going person for the job 4. What should Brian do now? * He should learn to adapt to the Indian culture and develop new strategies to implement in order to improve the companies efficiency. *   * Brian selected to direct organizational change effort because of his past accomplishments, to improve overall efficiency and profitability of Bindi Brake Company * MBA in management from Michigan State * Bindi produced reasonably high-quality breaks, low labour costs, but just not efficient * Plant crippled with bureaucracy and there was no incentive for exceptional performance * Too many employees drinking tea and socializing instead of working * No performance reviews, pay for performance was never considered * Employees were never fired, even if they were not suited and performed poorly * Pay increases based on sonority, hired based on relation with current employees, high # of sick days * All of the managers were Indian and educated at Indian universities. * Rajan Patel – studied in London, postgrad for Econ, Brian felt he was one of the most promising candidates for advancement, hoped that he would take lead in change in management program * Brian became dissatisfied with progress by Indian Managers

The Coalescent Theory and Evolution

The Coalescent Theory and Evolution One part of the modern synthesis of evolutionary theory involves population biology and, on an even smaller level, population genetics. Since evolution is measured in units within populations and only populations can evolve and not individuals, then population biology and population genetics are intricate parts of the Theory of Evolution through Natural Selection. How the Coalescent Theory Affects the Theory of Evolution When Charles Darwin first published his ideas of evolution and natural selection, the field of Genetics had yet to be discovered. Since tracing alleles and genetics is a very important part of population biology and population genetics, Darwin did not fully cover those ideas in his books. Now, with more technology and knowledge under our belts, we can incorporate more population biology and population genetics into the Theory of Evolution. One way this is done is through the coalescence of alleles. Population biologists look at the gene pool and all available alleles within the population. They then try to trace the origin of these alleles back through time to see where they started. The alleles can be traced back through various lineages on a phylogenetic tree to see where they coalesce or come back together (an alternate way of looking at it is when the alleles branched off from one another). Traits always coalesce at a point called the most recent common ancestor. After the most recent common ancestor, the alleles separated and evolved into new traits and most likely the populations gave rise to new species. The Coalescent Theory, much like Hardy-Weinberg Equilibrium, has a few assumptions that eliminate changes in alleles through chance events. The Coalescent Theory assumes there is no random genetic flow or genetic drift of alleles into or out of the populations, natural selection is not working on the selected population over the given time period, and there is no recombination of alleles to form new or more complex alleles. If this holds true, then the most recent common ancestor can be found for two different lineages of similar species. If any of the above are in play, then there are several obstacles that have to be overcome before the most recent common ancestor can be pinpointed for those species. As technology and understanding of the Coalescent Theory become more readily available, the mathematical model that accompanies it has been tweaked. These changes to the mathematical model allow some of the previously inhibitive and complex issues with population biology and population genetics have been taken care of and all types of populations may then be used and examined using the theory.

Hamlet 2000 essays

Hamlet 2000 essays Hamlet 2000 was a movie about a young prince of a corporation, which was taken over by his own flesh and blood uncle who murdered his father. The wife of the murdered king marries the uncle to keep power in the Denmark Corporation. Hamlet seemingly drifting towards madness, seeks to take justice into his own hands by devising a plan to get revenge for his fathers death. Although Hamlet 2000 purports to be a re-stylized version of William Shakespeares Hamlet, it draws few parallels to the original Hamlet. In fact, Hamlet 2000 draws a great deal of contrast to the Hamlet portrayed by Sir Laurence Olivier. Hamlet is a young prince whose father has just died. He has lapsed into a state of sadness and confusion. Hamlet is saddened by the events that are happening in the family into which he was born. This is mostly due to the occurrence of his mother marring his dead fathers brother only a month after his death. Hamlets dearest friend Horatio saw the ghost of King Hamlet in the building at which they were staying. Horatio tells Hamlet about what he has seen and they agree to try to see this ghost the next night. The following night arrives and after waiting most of the night, King Hamlet finally appears. Hamlet has a shocked and confused look about his face as he looks into his father eyes once again. Hamlet talks to the Dead King and the King tells young Hamlet of what his brother has done to him. He also tells Hamlet that he should seek revenge for his death. From these revelations, Hamlet plots how he is going to achieve revenge for his fathers death. His plot is to appear mad and use it as an explanation in everything he does. If successful, they wont be suspicious. He will be perceived mad and they will look the other way. Hamlet doesnt tell anyone about his plot other then Horatio. Hamlet tries to convey his plot to the girl he loves, Ophelia, by saying Get thee to a nunnery, fare...

Create Your Own Heirloom Photo Ornament

Create Your Own Heirloom Photo Ornament Holiday ornaments are more than decorations, theyre memories in miniature. Capture the special memories of favorite family members or ancestors by creating your own homemade photo ornament with these step-by-step instructions. Materials: Clear glass ornament (any shape size)Magic Bubble adhesive (or alternative*)Magic Bubble brush (or alternative*)Crystal glitter (very fine), powdered paint pigments (such as Pearl Ex), or shredded Mylar angel hair1/4 decorative ribbon for bow (optional) Note: Magic Bubble products are no longer available in local retail stores, or online. A similar effect can be achieved by using a craft glue such as Mod Podge that dries clear (mix two parts glue to one part water), a spray adhesive, or a clear acrylic paint such as  Ceramcoat. A disposable mascara applicator or even a Q-tip taped onto a thin stick can be substituted for the Magic Bubble brush. Instructions Carefully remove the flange from the top of your glass ornament and rinse the ornament with a solution of bleach and water (this helps prevent mold growth on the finished ornament). Place upside down on paper towels to drain. Let dry thoroughly.Select a treasured family photograph for your photo ornament. Use graphics software, a scanner, and printer, to enhance, resize, and print a copy of the photo on regular printer paper (do NOT use glossy photo paper - it wont conform to the glass ball very well). Alternatively, you can use a photocopier at your local copy shop to make copies. Dont forget to decrease the image size to fit your ornament.Carefully cut around the copied photo, leaving about a 1/4-inch border. If youre using a round ball ornament, make cuts into the edges of the copied photo every 1/4 inch or 1/2 inch, to allow the paper to fit smoothly on the rounded ball. These cuts will not show on the finished ornament.Pour some Magic Bubble adhesive into the ornament, being car eful not to get it on the neck. Tilt the ball to let the adhesive run until it covers the glass where the image will be placed. Roll the copied photo (image side out) into a roll small enough to fit into the ornament and carefully insert. Use the Magic Bubble brush to position the photo against the inside of the ornament and carefully brush over the entire photo until it has smoothly adhered to the glass. If youre unable to obtain the Magic Bubble brush, it looks like a small mascara wand or bottle brush - so feel free to substitute anything similar.If using glitter, pour more Magic Bubble glue into the ornament, and tilt the ornament to cover the inside completely. Pour out any excess. Pour glitter into the ornament and roll the ball until the entire inside of the ornament is covered. If you find youve missed a spot with the Magic Bubble glue, you can use the brush to add more adhesive to that spot. Shake out any excess glitter to avoid clumping.Allow the photo ornament to thoroughly dry. If you did not use glitter on the ball, you can now add shredded Mylar angel hair, decorative paper shreds, punched paper snowflakes, feathers, or other decorative items to fill the inside of the ball. Once the ornament is completed, carefully put the flange back on, pinching the wires to avoid damaging the ornament opening. Use a glue gun or white glue to attach a decorative ribbon bow around the neck of the ornament if desired. You may also want to attach a paper tag with the names and dates (birth death dates and/or the date the photo was taken) of the individuals in the photograph. Heirloom Photo Ornament Tips: If you plan to use your printer to print the photos, be sure the ink is water fast. Many inkjet printers use water-soluble ink, which will run if used in this project. If you arent sure, then have copies made at your local copy shop.This project works best on flat ornaments. When using round balls, be sure to clip the edges of the photo to help it fit the rounded ball, and make pinpricks in the photo to help eliminate air bubbles. Work slowly and be patient - this can be tricky with larger photos and round ball ornaments.If you make a mistake, tear a photo, etc. you always have the option of starting over. To reuse the ornament, rinse it out thoroughly with chlorine bleach, and let dry. Enjoy your special keepsake ornament! Please note: The Magic Bubble ornament is a patented technique by Anita Adams White which she graciously allowed us to share with you.

Income inequality in America Essay Example | Topics and Well Written Essays - 1250 words

Income inequality in America - Essay Example Income inequality has greatly influenced the nature of government in most parts of the world. Power has always been closed linked to the amount of wealth owned by an individual. It is only those who are rich and have the means regarding wealth, remain leading the country. Elections unfortunately in most countries are done favouring those said to â€Å"own such a nation† concerning wealth. It is also evident that inequality has great impact on the health of the population. Eberstadt and Sally argue that â€Å"health is the most sensitive indicators of the social costs of inequality (5).† Further, inequality causes people to see others differently. For instance, â€Å" inequality causes people to perceive their neighbours as more alien or less trustworthy (Eberstadt and Sally 2).† The notion by many that power goes hand in hand with the financial stability of an individual is totally against the principles of democracy and free human rights and freedoms. Like Rober t Reich would state, â€Å"leaders are born and not determined by social status (Reich 30).† the discrepancy amid the rich and the poor has been a great hindrance to mature politics in any given state. The United States over the 1920's centuries ago, after industrialization, several prominent individuals have worked hard to bring about the mature politics and free democracy at present. Political games of elections conduct regarding wealth factors, is a big blow to the promotion of democracy that has been the target for most countries.

HIV in Nursing Annotated Bibliography Example | Topics and Well Written Essays - 4750 words

HIV in Nursing - Annotated Bibliography Example The study refers to a treatment program available to people with HIV in Uganda. Bakanda et al. (2011) have used data released by the AIDS Support Organization (Bakanda et al. 2011). The site of the above organization in Uganda has collected data addressing a series of issues related to HIV in Uganda, such as: the number of healthcare providers per patient and the number of patients who managed to follow strictly the guidelines of healthcare providers in regard to the HIV treatment program (Bakanda et al. 2011). The above data were used for calculating a range of ratios, aim to show that the number of healthcare providers working in this field affects the progress of the treatment provided to people with HIV. It has been proved that there is a close link between the number of healthcare providers involved in the program and the outcomes of the treatment. The particular study is quite important because of the following fact: it highlights the value of healthcare providers, including nu rses and medical staff of other duties, in facing HIV. It is assumed that by increasing the number of nurses working on HIV-treatment programs a state can increase its effectiveness in controlling the expansion of HIV across the local population. The financial aspects of such initiatives should be, however, taken into consideration. The study of Bakanda et al. (2011) reveals that the inability to locate adequate healthcare providers can result to the failure of a HIV-treatment program even if existing infrastructure is of high quality. A clinician-nurse model to reduce early mortality and increase clinic retention among high-risk HIV-infected patients initiating combination antiretroviral treatment Braitstein, P., Siika, A., Hogan, J., Kosgei, R., Sang, E., Sidle, J., Wools-Kaloustian, K., Keter, A., Mamlin, J. & Kimaiyo, S., 2012 The study of Braitstein et al. (2012) focuses on the following issue: can the use of nurses in promoting HIV-treatment programs cover gaps resulted by poo r resources in a healthcare setting? The specific issue seems to be of particular importance specifically in areas where antiretroviral treatment is available to people with HIV. Braitstein et al. (2012) aim to prove that even when the resources available for the treatment of AIDS are poor, still the success of the treatment provided to people with HIV can be successful under the terms that appropriate skilled healthcare providers participate in the particular scheme. Braitstein et al. (2012) have used a series of routine clinical data (Braitstein et al. (2012). The specific data have been analyzed using a retrospective analysis technique (Braitstein et al. 2012). The data are related to about 140,000 patients, adults and children, with HIV in western Kenya (Braitstein et al. 2012). The patients have participated in a program aiming to support the control of AIDS in the specific area. The programme, named as ‘Academic Model Providing Access to Healthcare’ (Braitstein et al. 2012), has been established for monitoring the progress of the treatment of people with HIV in western Kenya. A ‘combination - antiretroviral treatment (cART)’ (Braitstein et al. 2012) has been provided to the members of the programme. It has been proved that the development of emergency-assessment clinics based on nurses can help towards the reduction

IT Infrastructure Research Paper Example | Topics and Well Written Essays - 250 words

IT Infrastructure - Research Paper Example reason behind this is because as a business, there are various problems that come with embracing the cloud, hence the needs to be aware of such problems. The requirements of an organization have to be identified when incorporating cloud technology. As Hosseini and Sriram indicate, cloud technologies have to be paired in line with certain needs of the business for there to be a successful path for cloud acceptance. To create an IT infrastructure which is successful in a start-up company, Banerjee indicates that it is crucial to understand the main aspects that make the firm’s IT successful and intelligent. An organization should have an IT infrastructure which is dependable, as this will assist it in yielding more applications that are dependable. The IT infrastructure should also be manageable, which means that it should respond automatically to failures of hardware without the presence of the CIO. It should also be adaptable, in that when there are new applications that are developed, it has to adapt to the environment which allows it to be deployed easily. Lastly, the infrastructure has to be affordable for an organization which is new in the market. Hence, the most crucial characteristic to consider in the case of a start up organization would be

East Asia Studies Essay Example | Topics and Well Written Essays - 1000 words

East Asia Studies - Essay Example Although much of the regional transformation in the recent years has been so positive, principally in the economic sphere, various challenges abound, this challenges pose the risk to stability in this region. It is rather hard to count on which of the two; economic and security, could trigger stability in the region. The discourse of security and economic situations has been hugely dominated by the rise of China’s economy which has a huge role of the foreign affairs and has also transformed the geographic landscape of the region, which has sent the policy makers in the region searching for effective ways to cooperate, while still evading uncertainty concerning its future course. Another trend that is being overlooked in the region is Japan’s own steady transformation. The growth of China in the region accompanied by global political influence and rapidly growing defense expenditures has stirred up the public sentiment of Japan towards China. Additionally, situations at the Korean peninsula have been in recent years has become increasingly destabilizing security and the geographical flashpoint. Most importantly the continued growth of China’s economy and its current modernization has the great security concern in the region (Beeson 187). Another reason for tension in the region and its neighbors is the use of water due to the increased population pressure; the whole per capita water accessibility has declined by between forty and sixty per cent. This creates a security concern in the scramble for resource now that there is a great rise of China population and the great industrialization in Japan the great weather that is experienced in the region does not come to of help to the highly populated region. The currency crisis has also been a major concern of the East Asian region. This issue has been of concern for quite a long time spreading from Thailand and becoming more regional. This issue has brought about retrospect in the imbalances of t he structure of the economy of Thailand which exposes it to short term debt; this has in turn affected the currency values of the countries that have had the same experience such as Koreas, Malaysia, Singapore, and the Philippines (Beeson 206-210). Amongst these countries, some of them such as Indonesia did experience great currency movements; with their currency facing up to 80% loss of its value. It is significant to note that this financial crisis had an influence on the regional institutional development, and it affected the reputation and standing of the major powers in various ways with Japan suffering the greatest damage of its regional leadership ambitions (Beeson 203-206). With much concern to the environment, the capacity of China has faced some greater challenges which are associated with the continued processes of economic developments, which have also been extended beyond the borders. There is some indication of the impact of the population of China on the East Asian co untries with the growing prices of commodities and resources such as Oil. The consumption of such commodities in China continues to rise which brings about the continued thinking of the significant development and significant future of the East Asian. Some sources argue that unless the externalities that are associated wi

Karma Essay Example | Topics and Well Written Essays - 750 words

Karma - Essay Example It is an origin of ancient India used by religions. These religions included Hindu, Buddhist and Jain. In a religious view, karma is sometimes viewed as a way of punishing wrong doers. In the modern century, karma has lost its sensitivity as many people only believe in justice through legal bodies or revenge. Psychologists argue that this is caused by the lack of sensitivity and religious roots in the society. In India religions like Hindu, Buddhist and Jain hold significance sensitivity when it comes to karma. This paper will focus on the perspective of karma depending by the three religions. Additionally, the paper will highlight the difference between the beliefs associated with karma from the three religions. The nature of karma in Hinduism Hinduism strongly associates karma with God. This is the factor that makes differentiate their belief from Jain and Buddhism. In the latter religions, karma is not associated with any deity as everyone is believed to reap the effects of their actions in one way or another. In Hinduism karma is either a blessing or curse from God. Hinduism also has a perception that karma is not a punishment from God but is the resultant of someone’s action. Additionally, karma is generated and executed from the will of God. Karma in Hindu is executed by the slogan I you sow goodness you will reap goodness but if you sow wickedness you will reap wickedness. ... The nature of Karma in Jainism In Jainism, "karma" exhibits a completely different explanation from that usually understood in Hindu philosophy and other western religions. In Jainism, karma is known as karmic dirt, since it consists of very fine and microscopic elements that spread through the entire world. Karma is lured to the karmic field of a living thing because of its vibrations created from the activities of brain, dialogue, and body plus various cerebral dispositions. Therefore, karma can be referred to as the consciousness of a living thing. When Karma and consciousness are combined the life we live at the presented is created. The main reason why the understanding of karma in Jainism is different from other religions is that: 1. Karma is a natural occurring phenomenon which does not need any external force to direct its effects. 2. Jainism holds the perception that the karma of a living thing is changed not only by actions but also thoughts. 3. According to the Jain theolo gy, a living thing is introduced to the world when their karma can handle the worldly occurrences. 4. The karmic hypothesis in Jainism functions endogenously. 5. Jainism has the assumption that every soul has a capability of having nirvana and for this reason every soul should be treated equally. The nature of karma in Buddhism In this religion, karma is classified as cause and not a result. It is defin3ed by causes and effects rather than the effects caused by karma. In Buddhism, karma is dictated by the ability of a person to plant the seeds of goodness in their thoughts and brain in order to have good actions. The results resulted from ones actions are not classified as karma as since the fruits of one’s actions can be changed the

East Asia Studies Essay Example | Topics and Well Written Essays - 1000 words

East Asia Studies - Essay Example Although much of the regional transformation in the recent years has been so positive, principally in the economic sphere, various challenges abound, this challenges pose the risk to stability in this region. It is rather hard to count on which of the two; economic and security, could trigger stability in the region. The discourse of security and economic situations has been hugely dominated by the rise of China’s economy which has a huge role of the foreign affairs and has also transformed the geographic landscape of the region, which has sent the policy makers in the region searching for effective ways to cooperate, while still evading uncertainty concerning its future course. Another trend that is being overlooked in the region is Japan’s own steady transformation. The growth of China in the region accompanied by global political influence and rapidly growing defense expenditures has stirred up the public sentiment of Japan towards China. Additionally, situations at the Korean peninsula have been in recent years has become increasingly destabilizing security and the geographical flashpoint. Most importantly the continued growth of China’s economy and its current modernization has the great security concern in the region (Beeson 187). Another reason for tension in the region and its neighbors is the use of water due to the increased population pressure; the whole per capita water accessibility has declined by between forty and sixty per cent. This creates a security concern in the scramble for resource now that there is a great rise of China population and the great industrialization in Japan the great weather that is experienced in the region does not come to of help to the highly populated region. The currency crisis has also been a major concern of the East Asian region. This issue has been of concern for quite a long time spreading from Thailand and becoming more regional. This issue has brought about retrospect in the imbalances of t he structure of the economy of Thailand which exposes it to short term debt; this has in turn affected the currency values of the countries that have had the same experience such as Koreas, Malaysia, Singapore, and the Philippines (Beeson 206-210). Amongst these countries, some of them such as Indonesia did experience great currency movements; with their currency facing up to 80% loss of its value. It is significant to note that this financial crisis had an influence on the regional institutional development, and it affected the reputation and standing of the major powers in various ways with Japan suffering the greatest damage of its regional leadership ambitions (Beeson 203-206). With much concern to the environment, the capacity of China has faced some greater challenges which are associated with the continued processes of economic developments, which have also been extended beyond the borders. There is some indication of the impact of the population of China on the East Asian co untries with the growing prices of commodities and resources such as Oil. The consumption of such commodities in China continues to rise which brings about the continued thinking of the significant development and significant future of the East Asian. Some sources argue that unless the externalities that are associated wi

Summary for two articles Essay Example | Topics and Well Written Essays - 750 words

Summary for two articles - Essay Example The general increase in the temperatures has had significant effects to the environment. The increase in temperatures has had several effects, which the report has outlined and discussed. The rise in sea level has been due to increasing global temperatures, with the level rising at the rate of 1.8 mm/yr since 1968. This is a result of thermal expansion, melting of glacier and ice caps and polar ice sheets, creating a worrying trend to the world. Increased warming has also been the cause of decrease in snow and ice cover in both northern and southern hemispheres. Increased temperatures have also led to increase in precipitation especially in eastern parts of North and South America, northern parts of Europe and northern and central parts of Asia. However, there has been a report of decrease in precipitation in Sahel, Mediterranean, southern Africa, and parts of Asia. Another indicator of changing climatic conditions is the increase in warm days, warm nights, and a decrease in cold day s and cold nights. Intense tropical cyclone activities have also significantly increased in the north Atlantic since the 1970s, although there is no substantial of such increase elsewhere (Metz 22-24). Causes of Climatic Changes Greenhouse gas and aerosols concentration, changes in land cover and solar radiations are responsible for alterations in the energy balance of the climate system. Greenhouse gas emissions have increased significantly in the last few decades and especially from 1970s. Carbon dioxide (CO2) is the most important greenhouse gas emitted by human activities, with the biggest contributor being burning of fossil fuels. Methane (CH4) is another greenhouse gas that which comes from agricultural activities and use of fossil fuels. Both carbon dioxide and methane gases contribute significantly to increase in global temperatures significantly. The last 50 years have witnessed increase global temperatures due to increased greenhouse gas emissions (Metz 198). Impact of Pro jected Climate Change Evidence highly supports mitigation policies on climatic change and related sustainable development practices on greenhouse gases will keep an upward increase over the next few decades. This emission, the IPCC Special Report on Emissions Scenarios, has projected to 90% in the 2000 to 2030 period. The report points out that fossil fuels will contribute the largest amount of the greenhouse gases. If the emission of these gases remain at the current rate or increase even with a minute percentage are likely to cause more damages and higher temperatures than those witnessed in the 20th century. This means that forest cover, snow and ice cover will reduce significantly, while the sea level will keep rising until the point when these trends will change. The acidity of the ocean is likely to increase, posing a threat to the aquatic life, and these changes are likely to affect human life more than they will affect other systems for example reduced agricultural productio n increasing areas affected by hunger. Adaptations and Options of Mitigation A variety of options to curb the increasing climatic change is available, but the only best way to change this is the reduction of the vulnerability of the climatic change. However, a number of barriers, costs, and limitations, that has yet to be evaluated. Societies have been on the front in trying to manage the impact of climate changes. Additional measures to reduce these

The Yellow Wallpaper Essay Example for Free

The Yellow Wallpaper Essay The Yellow Wallpaper, by Charlotte Perkins Gilman, is a first person narrative of what appears to be a woman in the grip of madness. Written in the 19th century, it has been considered a gothic horror story, assuming that the narrator is not having hallucinations, but is actually seeing evil spirits. The more likely analysis is that the woman is suffering a nervous breakdown brought on by postpartum depression. The Yellow Wallpaper can be seen as a condemnation of the accepted psychotherapeutic treatment of the late 19th century, when what appears to be benign neglect was prescribed. The narrator’s husband, described as a physician, says that she is suffering from a ‘temporary nervous depression—a slight hysterical tendency,’ (2). It is known that she is isolated from the rest of the household and confined to a room decorated in yellow wallpaper. This wallpaper quickly becomes an obsession. There is the possibility that the narrator is insane and none of what she tells the reader is true. Possibly she never had a baby and her insanity is more pronounced than is first assumed. There is no way to know for certain, but the author has let it be known that the work is vaguely autobiographical and she was not insane, but rather depressed. Her hallucinations are a further symptom of postpartum depression, though the reader is not told whether or not a physiological cause for her behavior has been ruled out. Her condition worsens. Her dissociative behavior and cognitive dysfunction, as she walks the room in an endless loop, failing to recognize her husband on the floor, seems evident. Her delusion of being trapped in the yellow wallpaper is noteworthy (15). It is difficult to evaluate a work of fiction when the author is deliberately vague, but the available evidence points to what may be a hormonal imbalance, leading to postpartum depression, hallucinations, cognitive dysfunction, delusions and madness. Bibliography Gilman, C. , 1989, The Yellow Wallpaper and Other Writings, New York: Bantum Books

Service Quality in ICBC

Service Quality in ICBC Abstract The development of computer technology and information network technology has brought massive challenges to financial services organizations. Online banking, which provides financial services to customers via Internet, plays an increasingly important role and still has tremendous potential for development. At the same time, the global and local competition between financial institutions has become more intense. Therefore, as the biggest commercial bank in China, it is very important for the managers of the Industrial and Commercial Bank of China (ICBC) to build a long-term customer relationship. This project has five objectives to achieve: The first objective is to test whether there is a difference between customer expected and perceived service quality in ICBC online banking services. Secondly, the study aims to examine the relationship between customer perceived service quality and customer satisfaction in ICBC online banking services. The third objective is to examine the relationship between customer perceived service quality and customer loyalty in ICBC online banking services. The fourth objective is to examine the relationship between customer satisfaction and customer loyalty in the online banking services of ICBC, investigate the current situation and give some evaluations. Finally, find out how the dealing with customer complaint in ICBC customer service department influences customer loyalty. Based on the objectives, after decides the type of investigation and research approach, five pairs of hypotheses are formulated to test the relationship between variables. The results of this study indicate that there are high positive relationship between customer perceived service quality, customer satisfaction and loyalty. There is also a medium positive relationship between handle customer complaint and customer loyalty. According to these, the ICBC online banking must establish a long term strategy to improve the perceived service quality, satisfying their customer, handling customer complaint promptly in order to achieve more loyal customers. Declaration of Originality I declare that this thesis entitled â€Å"Examining the Service Quality, Customer satisfaction and Loyalty in Online Banking Services of Industrial and Commercial Bank of China† has been composed by myself and has not been presented or accepted in any previous application for a degree. The work, of which this is a record, has been carried out by myself unless otherwise stated and where the work is mine, it reflects personal views and values. All quotations have been distinguished by quotation marks and all sources of information have been acknowledged by means of references including those of the Internet. Chapter 1 Introduction 1.1 Overview In the past twenty years, the pace of change in financial services sector has been dramatic. The development of computer technology and information network technology has introduced a new virtual economy based on the Internet. As the Internet provides new communication channels to banking industry, the number of online banking websites increased rapidly (Aladwani, 2001). Online banking, an important part of the Internet economy, plays an increasingly important role and still has tremendous potential for development. Mols (2000) indicated that the introduction and customers’ adoption of online banking will bring a massive change in the relationship between retailing banks and customers. At the same time, the global and local competition between financial institutions has become more intense. As a result, building long-term customer relationships becomes ever more important as a part of financial institutions’ strategy. How to satisfy customers and gain customer loyalty has become one of the best means of obtaining competitive advantage. Since China’s accession to the WTO, many foreign banks have begun to do business in China. They not only brought advanced management methods and business philosophy, but also made the financial market in China more competitive. As a consequence of this competition, China’s commercial banks lost a large number of high-end customers in a short period of time. Faced with the loss of customers and the future trend of the growth of profit changing from deposits and loans to intermediary business, China’s commercial banks began to recognize the importance of improving customer satisfaction and loyalty and stepped up their efforts to compete with their foreign counterparts (www.financialnews.com.cn). Due to the increasingly competitive marketing environment, enterprises must be customer oriented (Kotler, 1997). With regarding to banking industry, the service quality is considered as the most important competitive weapon (Staford, 1996). Therefore, how to improve service quality and satisfy customer become a very important marketing strategy in banking industry. Service quality has been many researchers’ interest in recent years by the impellent of Parasuraman et al. (1985). There have been many researches identified the key factors impact on the service quality of traditional banks (Jun and Cai, 2001). However, there are few studies on the customer perceived service quality of online banking services (Broderick and Vachirapornpuk, 2002). Customer loyalty even received less attention than service quality and customer satisfaction (Caruana, 2000). The concepts of service quality, customer satisfaction and loyalty are linked together (Caruana, 2000). As illustrated by Caruana (2000:611), â€Å"service quality as an antecedent construct and service loyalty as an outcome variable of customer satisfaction†. Therefore, it is important for banks to know the current performance of their services and understand the relationship between service quality, customer satisfaction and loyalty. In Fecikova’s (2004:57) words: â€Å"Customer satisfaction has become an important issue for commercial and public service organisations.† The standards to judge a company’s win or lose are based on how many customers they can keep. Thus, how to satisfy customers and maintain loyal customers have become important marketing strategies of Chinese online banking industry. However, no matter how well the services are designed and delivered, mistakes will happen. The majority of customers will participate in private word-of-mouth activities regarding their consumptive activities (Day and Landon, 1977). The valence of these word-of-mouth activities may be negative, neutral, or positive. When there is a difference between customer expectation and the actual performance of products or services, the negative feelings will result in complaint behaviour. Therefore, how to handle customer complaints, restore the confidence of customers and reduce the loss of customers has also been an important task to companies in the services process. 1.2 Research Objectives There are some marketing and financial literatures on the services and customer relationship of traditional banks, but few researches are done on the services quality and customer loyalty of online banking. This study presents an analysis of the service quality, customer satisfaction and loyalty of the Industrial and Commercial Bank of China (ICBC), focuses on the relationship between services quality and customer satisfaction and loyalty, and how handle customer complaint influence customer loyalty. This project has five objectives to achieve: The first objective is to test whether there is a difference between customer expected and perceived service quality in ICBC online banking services. Secondly, the study aims to examine the relationship between customer perceived service quality and customer satisfaction in ICBC online banking services. The third objective is to examine the relationship between customer perceived service quality and customer loyalty in ICBC online banking services. The fourth objective is to examine the relationship between customer satisfaction and customer loyalty in the online banking services of ICBC, investigate the current situation and give some evaluations. Finally, this study aims to find out how the dealing with customer complaint in ICBC customer service department influences customer loyalty of ICBC online banking. 1.3 Structure of Project This project is divided into five chapters. Chapter 1 is the overview and introduction of the research. In Chapter 2, the writer introduces the development and history of online banking services and its development in ICBC. After that, the writer reviews the relevant theories of service quality, customer satisfaction and loyalty, and customer complaint, explains how they were measured and the relationship between them, which are mainly based on previous findings. Using these theories, Chapter 3 illustrates the research questions and methodology of this research, the structure of questionnaire was also introduced in this section. Chapter 4 explains the findings of this research, discussing the current situation of ICBC online banking services, examining the relationships between these variables and give some recommendations. In the final Chapter, the writer summarizes the research, discusses the findings and introduces a number of limitations of this study. This section also contains opinions and suggestions on developing the online banking in the future. Chapter 2 Review of the Literature 2.1 Introduction This chapter first introduces the overview of Chinese online banking services and the development of ICBC online banking. Secondly, the writer clarified what the service quality, customer satisfaction, customer loyalty and customer complaint have been covered in the previous study, indicates which factors would affect them and what kind of methods were used to measure them. In this part, the characteristics of online services and customer’s adoption of online banking services are also addressed. Finally, the relationships between these four concepts are reviewed. Bloemer et al. (1999) suggested that although the previous studies indicate that there are obvious relationships between service quality, customer satisfaction and customer loyalty, however, how strength the relationships are still not clear (Bloemer er al., 1999). Therefore, based on the literature review, the writer presents a research model for this study as well. 2.2 Background of Chinese Online Banking Services 2.2.1 Overview Online banking services are broadly defined as the ability to carry out bank transactions electronically, usually via the internet. It is an important part of the Internet economy. All business transactions are done via the banks’ websites (en.wikipedia.org). Online banking refers to several kinds of services through which bank customers can gain information and services such as money transfer, bill payment, short loan, investment, buy insurance and so on, via a page on Internet without leaving their homes or organizations (Sathye, 1999). There are several studies indicated that online banking services are the most profitable products to banks (Robinson, 2000). By eliminating the infrastructure costs associated with branch-based retail banking services. Online banking is able to offer instant service and lower service charges than their competitors. Online banking is the cheapest channel for banks to deliver services (Robinson, 2000; Giglio, 2002). Research shown that the cost of an average online banking transaction is only 10 percents of the cost of a similar average branch transaction (Kolodinsky et al., 2004). Through provide services online, banks can reduce their expenditure on hard ware and staff in branch (Karjaluoto et al., 2003). At the same time, online banking service delivery channel can also help banks to retain current customers who use online banking services from any location. As Internet has become such an efficient and world-wide used communication medium, it has also become a widely used retail channel (Cho, M. and Park, S., 2001). Furthermore, online banking provides banks opportunities to attract more customers from exiting Internet users (Rotchanakitumnuai and Speece, 2003). From the customers view, online banking services are convenient and can saving time compared with traditional retail banking services. Verma et al. (2004) suggested that customers are willing to pay more for online banking services to gain both offline value and online benefit. They can use online banking services when connect to Internet without the limitation of time and location. As illustrated by Bainbridge (2008), Traditional banking was impacted greatly by the commercialization of the Internet in the early 1990s. As the Internet became more generally accessible, traditional banks began to realize its potential to deliver services to their customers while reducing long-term operational costs. Upon realizing this, they began to offer limited services online. In 1995, the first pure online bank, the Security First Network bank was founded in the United States. It provided services such as direct access to account, bill payment and check viewing, which are quite common today (Christopher, 2008). In the following twenty years, online banking services have developed rapidly and have now become a significant part of the business for commercial banks. As in other countries, Chinese commercial banks are undergoing rapid change due to advances in information technology. Eight months after the first online bank founded in the United States, in June 1996, the Bank of China set up websites and started to provide Internet banking services to the community. One year later, China Merchant Bank launched the first fully online banking â€Å"All in one Net†. It became the first fully Internet bank in China (data.chinabyte.com). Subsequently, more and more Chinese domestic banks have set up online banking services to penetrate the market and gain competitive advantage (Li, 2002). In 2000, the Industrial and Commercial Bank of China launched online banking business in 31 cities in China. As the nations largest commercial bank, the opening of its online banking business aroused widespread interest. In 2002, HSBC launched its online banking services in China (data.chinabyte.com). The number of costumers and the trading volume of online banking have increased rapidly. At the end of 2007, the trading volume of corporate online banking reached 245.8 trillion RMB, which increased 163.1% compared to 2006. In the total transaction volume, corporate online banking accounts for 93.6% which is 230 trillion RMB. However, the growth of Personal Online banking was even faster in recent years. The trading volume reached 15.8 trillion RMB at the end of 2007 which is almost four times of 2006’s 4.1 trillion RMB. The number of business customers reached 0.84 million and individual customers reached 65 million at the end of 2006 (iresearch.com.cn). At the same time, the range of services provided by online banking has also increased. Before 2000, some of the banks only provided information services. Now they provide services such as enquiry, investment advice, money transfers, buying and selling of securities, online payments and, in some banks, small loans, housing mortgage loans and other credit facilities. As the 21st century is a customer-oriented century, how to create and maintain customer has became an important part of marketing strategy of banking industry. As information technology advanced and communication channels diversified, customers can use a variety channels to acquire more complete information and choices, to achieve their own best interests. As illustrated by, customer’s role in consumer economy has changed from the recipient to products or services to the decision maker. Most banks also aware that customers are becoming a dominant position, however, how to use information technology and limited sources to achieve the best and most efficient service quality to satisfy customers, gain loyalty customers, ensure the source of profit, these have became the focus of the operation of Chinese banks. 2.2.2 Introduction of Industrial and Commercial Bank of China As the largest one of four big stated-owned commercial banks which dominate the financial markets in China. The ICBC is the leader in online banking services and is constantly introducing advanced online banking products and services to the public. The following figure illustrates its repaid growth in online banking. Figure 2.1 ICBC Online Banking Trading Volume We can see form the figure above, in 2000, ICBCs online banking trading volume amounted only RMB 2.03 trillion, in 2002 this number grew to RMB 8.77 trillion which is almost 4 times of 2000. In the following five years, the ICBC online banking trading volume kept a rapid growth rate. In 2005, it went beyond RMB 46 trillion, growing 23 times compared to that in 2000. By the end of 2007, ICBC online trading volume jumped to RMB 102.88 trillion, which is more than 50 times of 2000. At the same time, the customers of ICBC online banking grew rapidly. At the end of 2007, ICBC Online banking has had 980,000 business customers and 39.08 million individual customers (icbc.com.cn). As illustrated in figure 2, the individual customers of ICBC online banking kept an continued rapid growth from 0.2 million in 2000 to 48.5 million in June of 2008. Currently, ICBC online banking provides a variety of services; customers can transfer money, pay bills, buy stocks or bonds, change foreign currency and so on. It has been very successful and has won various awards in China. It is also widely recognized and respected in the international banking sector. In every year from 2003 to 2006, ICBC was granted the â€Å"Best Personal Internet Bank of China† award by Global Finance. All these have established ICBC as a leader in e-banking in China and have put it among the top financial players in the international arena (icbc.com.cn). 2.3 Introduction to Service 2.3.1 Definition of Service According to Kotler and Keller (2006:374), â€Å"services are intangible, inseparable, variable and perishable products†. Therefore, services require more quality control than products. Financial services are services directed specifically at people’s money or wealth, they are concern with organizations, individuals and their finances (Ennew and Waite, 2007). Nowadays there are a whole range of finance services, such as banking services, credit cards, insurance, foreign exchange, stock and bonds trading and so on. 2.3.2 Characteristics of Service In the earlier marketing literature, Gummesson (1987) suggested that â€Å"services are something that can be bought and sole but which you cannot drop on your foot.† Basically, services are process or experiences (Bateson, 1977; Bowen and Schneider, 1988; Parasuraman et al., 1985). We cannot own a bank account as we own a car, but we have the right to use the bank account doing various financial transactions on our behalf by banks. According to Kotler and Keller (2006), services have for distinctive characteristics which are intangibility, inseparability, variability and perishability. Most services are intangible (Beteson, 1977). They cannot be counted, measured and verified before sale to assure quality. Thus the company may find it difficult to understand the consumers’ evaluation of service quality (Zenthaml, 1981). Ennew and Waite (2007) suggested that services are heterogeneity because service performance different from customer to customer. The performance of services may be totally different from the customer’s perception. Those characters of services indicate that quality of services is more difficult to evaluate than products. Although these are widely used in services marketing, many researchers have different thoughts. Loverloch and Gummesson (2004) argue that this framework has weaknesses, such as intangibility which is ambiguous, they suggested that many services also involve some tangible elements and outcomes. Vargo and Lush (2004) also highlight the inability of this framework to distinguish between goods and services. 2.4 Introduction to Service Quality 2.4.1 Definition of Service Quality Marketing literature has provided many definitions of service quality. Before 1980’s, most research of quality focused on how to define and measure the quality of tangible products. As the service industry developed vigorously, more and more scholars did lots of exploration and study about service quality. However, due to the characteristics of intangible, heterogeneous, perishable and indivisibility, service is hard to define, measure and control (Crosby, 1979). According to the American Society for Quality (Miller, C., 1993), â€Å"quality is the totality of features and characteristics of a product or service that bear its ability to satisfy stated or implied needs†. Levitt (1972) suggested that services quality refers to the results of services can meet the standards set by the customers. Sasser and Olsen (1978) defined services quality from materials, equipment and personnel. This classification suggests that service quality not only including the final results, but also including the provision of services. Gronoroos (1982) firstly proposed the concept of perceived service quality, he suggested that service quality generated from the comparison between expected service quality and the experienced service quality. According to Lewis and Boom (1983), service quality is the consistency of the transfer of service and expectations of service. Customer’s perceptions of quality usually come from their comparison between expected and perceived quality. The result of this comparison is, when the perceived quality is higher than expected quality, customer will get good quality of service or satisfaction with it (Parasuraman, et. al, 1985). Six years later, they pointed out that service quality is a psychological assessment that is measured by customers according to the gap between the expectation and actual service quality (Parasuraman, et. al, 1991). However, Stewart, Hope and Muhlemann (1998) suggested that service quality should be distanced by who provide the service and how they provide it. The former is evaluated after the service, while the latter is evaluated in the process of deliver service. Sarsser et al. (1998) argued that service quality should be defined through three factors which are materials, equipment and person. They suggested service quality not only include the results, but also include the provision of services. Service level and service quality are similar, service level can be divided into expected service level and perceived service level (Sarsser et al., 1998). In recent years, the definition of service quality improved towards customer factor. Harrison (2000) described that service quality is basically concerned with meeting customer’s need and requirements and how well the service level delivered meets customer expectations. Zeithaml and Bitner (2000) argue that there are two levels of customer expectations, desired service and adequate service. The former is defined as the â€Å"wish for† level of service performance, while the latter is defined as the basic service expectations. According to Kim et al. (1998), financial institutions always provide generally undifferentiated services to customer. Therefore, service quality becomes the most important factor. 2.4.2 Dimensions of Service Quality Marketing literature provide many views of the measurement dimensions of services quality. Sasser et al. (1978) suggested that there are three different dimensions of service performance: levels of material, facilities, and personnel. Gronroos (1982) divided service quality into two types: technical quality and functional quality. The former refers to what customers are actually receiving from the service , the latter refers to the process in which the service is delivered. Lehtinen and Lehtinen (1982) argued that service quality has three dimensions physical quality, such as equipment; corporate quality, such as company’s image; interactive quality, which means the interaction 74bb1v8140customers. Parasuraman et al (1985) suggested there are ten dimensions of service quality, which are reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles. After further study, they improved these to five dimensions: reliability, responsiveness, empathy, assurances, tangibles (Parasuraman et al., 1988). Figure 2.3 illustrates the structure of their finding. Source: Parasuraman et al., (1985,1988) Brady and Cronin (2001) presented a service quality model of three dimensions: interaction quality, physical environment quality and outcome quality. Interaction quality refers to the interaction between customer and employee in the process of service delivery. It is impacted by attitude, behavior and expertise. Physical environment refers to customer’s evaluation of physical facilities or building design. Outcome quality indicates the result of services (Brady and Cronin, 2001). 2.4.3 Importance of Service Quality With the development of world economy and the pace of globalisation, most markets have been very competitive, in order to survive, companies need to provide good quality services to satisfy and retain loyalty customers (Fecikova, 2004). According to Broderick and Vachirapornpuk (2002), not only the technology changes overtime, customer expectation and perception of online services also changes continuously. Therefore, service quality will become a very important issue to online banks. Nowadays, as the process of globalization has made the market competition in financial industry more and more intense. Customers have been considered as the most importance to service industry (MacDonald et al, 2000). At the same time, customers’ expectations of service quality are constantly increase, while their tolerance of poor services is constantly decline (Smith and Lewis, 1989). Therefore, it is increasingly difficult for the company to success in the competitive market. Only the company which provide better services than others can gain competitive advantage in the market and gain more customers (Gronroos, 1990). Easingwood and Storey (1993) suggested that service quality is the most important factor for the success of financial industry. Therefore, providing high quality services to customers is important for a bank to success and survival in today’s competitive market (Wang et al., 2003). 2.4.4 Measuring Service Quality As service quality directly relates with customer satisfaction, more and more company concern measuring service quality an important task. According to Baggs and Kleiner (1999:36), â€Å"The measurement of customer service is the most important variable that a company has to manage. Customer service includes the overall picture that an organisation presents to the public.† Due to the characteristics of intangible, heterogeneous, perishable and indivisibility, service is hard to measure and control (Crosby, 1979). Gronoroos (1984) suggested that service quality should be measured by compare the customer perception and expectation of services. However, most of service quality studies have been focused on the development of instruments to measure service quality directly. Cronin Taylor (1992) argue and change this method to a comparison of performance with ideal standards, or from performance perceptions only. Their performance is mostly based on employees. Customers’ evaluation of service quality is influenced by their interactions with the employees. Recently, most researchers agree that services comprise of an outcome, which is an achievement of some end by the customer, and a process, which is the interaction customer-service provider (Blanchard Galloway 1994). Recent research suggested that to measure service quality, not only the performance of service should be measured, the process of the service delivery should be considered as well. To check the influences for service process to their perceptions; Rust and Oliver (1994) presented the three component model to indicate the influence of service process to service quality. From the figure 2.4, it clearly be seen that there are three factors deciding the perceived service quality, they are service product, service delivery and service environment. This theory support the importance of service delivery, for actual outcome quality only one of the three factors. SERVQUAL Model SERVQUAL model is the most widely used method to measure service quality both in academic research and business analysis. Parasuraman et. al (1985) formulated a service quality model which highlighted the requirements for deliver high service quality. The model identifies five gaps that may cause unsuccessful services delivery. There are five gaps in this model. Gap 1 is the gap between consumer expectation and management perception. Gap 2 is the gap between management perception and service quality specification. Gap 3 is the gap between service quality specification and service delivery. Gap 4 is the gap between service delivery and external communication. Gap 5 is the gap between perceived service and expected service. Source: Parasuraman et al. (1985:44). Based on this research, Parasuraman et. al (1985) identify ten factors which determine the services quality. These determinants were: Tangibles Reliability Responsiveness Competency Courtesy Communication Credibility Security Access Understanding the customer Parasuraman et al. (1988) furthered the service delivery process and established a SERVOQUAL service quality analytical framework which includes five factors: Tangibles, Reliability, Responsiveness, Assurance, and Empathy(Zeithaml et al, 1990). Tangibles. All physical elements of the provision of service by banks. It includes the building, decoration, equipment, personnel, publications, visible materials, etc. Reliability. He extent to which repeated use of the product or service satisfies customers requirements of it. It creates a level of trust by the customer in the services and products provided by banks and it directly affects customer perceptions of brand, economic strength, the levels of professionalism of staff and the quality of products. Responsiveness. The speed the company responds to the requirements of customer. Typically, this is a function of the willingness of bank staff to provide the necessary services when requested by customers. It not only embodies the attitude of a bank’s service and work efficiency, but also demonstrates the difference in quality compared with the inter-bank service. Assurance. This is the customers feeling that bank staff are fully capable of dealing with problems in the course of their work. Empathy. This is a measure of the extent to which the supplier identifies the customers problems as also being their own problems and the willingness with which they take those problems on board for resolution. Typically it would include providing customers with personalized product portfolios in line with their personal needs and aspirations. Based on these five factors, they developed a 22 items scale to measure service quality. The following table illustrates the details. ries. Carman (1990) suggested adding certain dimensions which are differentially important in different industry. Cronin and Taylor (1992) argued that SERVQUAL model was not appropriate in their study of banking and fast food industries. Another criticism i Service Quality in ICBC Service Quality in ICBC Abstract The development of computer technology and information network technology has brought massive challenges to financial services organizations. Online banking, which provides financial services to customers via Internet, plays an increasingly important role and still has tremendous potential for development. At the same time, the global and local competition between financial institutions has become more intense. Therefore, as the biggest commercial bank in China, it is very important for the managers of the Industrial and Commercial Bank of China (ICBC) to build a long-term customer relationship. This project has five objectives to achieve: The first objective is to test whether there is a difference between customer expected and perceived service quality in ICBC online banking services. Secondly, the study aims to examine the relationship between customer perceived service quality and customer satisfaction in ICBC online banking services. The third objective is to examine the relationship between customer perceived service quality and customer loyalty in ICBC online banking services. The fourth objective is to examine the relationship between customer satisfaction and customer loyalty in the online banking services of ICBC, investigate the current situation and give some evaluations. Finally, find out how the dealing with customer complaint in ICBC customer service department influences customer loyalty. Based on the objectives, after decides the type of investigation and research approach, five pairs of hypotheses are formulated to test the relationship between variables. The results of this study indicate that there are high positive relationship between customer perceived service quality, customer satisfaction and loyalty. There is also a medium positive relationship between handle customer complaint and customer loyalty. According to these, the ICBC online banking must establish a long term strategy to improve the perceived service quality, satisfying their customer, handling customer complaint promptly in order to achieve more loyal customers. Declaration of Originality I declare that this thesis entitled â€Å"Examining the Service Quality, Customer satisfaction and Loyalty in Online Banking Services of Industrial and Commercial Bank of China† has been composed by myself and has not been presented or accepted in any previous application for a degree. The work, of which this is a record, has been carried out by myself unless otherwise stated and where the work is mine, it reflects personal views and values. All quotations have been distinguished by quotation marks and all sources of information have been acknowledged by means of references including those of the Internet. Chapter 1 Introduction 1.1 Overview In the past twenty years, the pace of change in financial services sector has been dramatic. The development of computer technology and information network technology has introduced a new virtual economy based on the Internet. As the Internet provides new communication channels to banking industry, the number of online banking websites increased rapidly (Aladwani, 2001). Online banking, an important part of the Internet economy, plays an increasingly important role and still has tremendous potential for development. Mols (2000) indicated that the introduction and customers’ adoption of online banking will bring a massive change in the relationship between retailing banks and customers. At the same time, the global and local competition between financial institutions has become more intense. As a result, building long-term customer relationships becomes ever more important as a part of financial institutions’ strategy. How to satisfy customers and gain customer loyalty has become one of the best means of obtaining competitive advantage. Since China’s accession to the WTO, many foreign banks have begun to do business in China. They not only brought advanced management methods and business philosophy, but also made the financial market in China more competitive. As a consequence of this competition, China’s commercial banks lost a large number of high-end customers in a short period of time. Faced with the loss of customers and the future trend of the growth of profit changing from deposits and loans to intermediary business, China’s commercial banks began to recognize the importance of improving customer satisfaction and loyalty and stepped up their efforts to compete with their foreign counterparts (www.financialnews.com.cn). Due to the increasingly competitive marketing environment, enterprises must be customer oriented (Kotler, 1997). With regarding to banking industry, the service quality is considered as the most important competitive weapon (Staford, 1996). Therefore, how to improve service quality and satisfy customer become a very important marketing strategy in banking industry. Service quality has been many researchers’ interest in recent years by the impellent of Parasuraman et al. (1985). There have been many researches identified the key factors impact on the service quality of traditional banks (Jun and Cai, 2001). However, there are few studies on the customer perceived service quality of online banking services (Broderick and Vachirapornpuk, 2002). Customer loyalty even received less attention than service quality and customer satisfaction (Caruana, 2000). The concepts of service quality, customer satisfaction and loyalty are linked together (Caruana, 2000). As illustrated by Caruana (2000:611), â€Å"service quality as an antecedent construct and service loyalty as an outcome variable of customer satisfaction†. Therefore, it is important for banks to know the current performance of their services and understand the relationship between service quality, customer satisfaction and loyalty. In Fecikova’s (2004:57) words: â€Å"Customer satisfaction has become an important issue for commercial and public service organisations.† The standards to judge a company’s win or lose are based on how many customers they can keep. Thus, how to satisfy customers and maintain loyal customers have become important marketing strategies of Chinese online banking industry. However, no matter how well the services are designed and delivered, mistakes will happen. The majority of customers will participate in private word-of-mouth activities regarding their consumptive activities (Day and Landon, 1977). The valence of these word-of-mouth activities may be negative, neutral, or positive. When there is a difference between customer expectation and the actual performance of products or services, the negative feelings will result in complaint behaviour. Therefore, how to handle customer complaints, restore the confidence of customers and reduce the loss of customers has also been an important task to companies in the services process. 1.2 Research Objectives There are some marketing and financial literatures on the services and customer relationship of traditional banks, but few researches are done on the services quality and customer loyalty of online banking. This study presents an analysis of the service quality, customer satisfaction and loyalty of the Industrial and Commercial Bank of China (ICBC), focuses on the relationship between services quality and customer satisfaction and loyalty, and how handle customer complaint influence customer loyalty. This project has five objectives to achieve: The first objective is to test whether there is a difference between customer expected and perceived service quality in ICBC online banking services. Secondly, the study aims to examine the relationship between customer perceived service quality and customer satisfaction in ICBC online banking services. The third objective is to examine the relationship between customer perceived service quality and customer loyalty in ICBC online banking services. The fourth objective is to examine the relationship between customer satisfaction and customer loyalty in the online banking services of ICBC, investigate the current situation and give some evaluations. Finally, this study aims to find out how the dealing with customer complaint in ICBC customer service department influences customer loyalty of ICBC online banking. 1.3 Structure of Project This project is divided into five chapters. Chapter 1 is the overview and introduction of the research. In Chapter 2, the writer introduces the development and history of online banking services and its development in ICBC. After that, the writer reviews the relevant theories of service quality, customer satisfaction and loyalty, and customer complaint, explains how they were measured and the relationship between them, which are mainly based on previous findings. Using these theories, Chapter 3 illustrates the research questions and methodology of this research, the structure of questionnaire was also introduced in this section. Chapter 4 explains the findings of this research, discussing the current situation of ICBC online banking services, examining the relationships between these variables and give some recommendations. In the final Chapter, the writer summarizes the research, discusses the findings and introduces a number of limitations of this study. This section also contains opinions and suggestions on developing the online banking in the future. Chapter 2 Review of the Literature 2.1 Introduction This chapter first introduces the overview of Chinese online banking services and the development of ICBC online banking. Secondly, the writer clarified what the service quality, customer satisfaction, customer loyalty and customer complaint have been covered in the previous study, indicates which factors would affect them and what kind of methods were used to measure them. In this part, the characteristics of online services and customer’s adoption of online banking services are also addressed. Finally, the relationships between these four concepts are reviewed. Bloemer et al. (1999) suggested that although the previous studies indicate that there are obvious relationships between service quality, customer satisfaction and customer loyalty, however, how strength the relationships are still not clear (Bloemer er al., 1999). Therefore, based on the literature review, the writer presents a research model for this study as well. 2.2 Background of Chinese Online Banking Services 2.2.1 Overview Online banking services are broadly defined as the ability to carry out bank transactions electronically, usually via the internet. It is an important part of the Internet economy. All business transactions are done via the banks’ websites (en.wikipedia.org). Online banking refers to several kinds of services through which bank customers can gain information and services such as money transfer, bill payment, short loan, investment, buy insurance and so on, via a page on Internet without leaving their homes or organizations (Sathye, 1999). There are several studies indicated that online banking services are the most profitable products to banks (Robinson, 2000). By eliminating the infrastructure costs associated with branch-based retail banking services. Online banking is able to offer instant service and lower service charges than their competitors. Online banking is the cheapest channel for banks to deliver services (Robinson, 2000; Giglio, 2002). Research shown that the cost of an average online banking transaction is only 10 percents of the cost of a similar average branch transaction (Kolodinsky et al., 2004). Through provide services online, banks can reduce their expenditure on hard ware and staff in branch (Karjaluoto et al., 2003). At the same time, online banking service delivery channel can also help banks to retain current customers who use online banking services from any location. As Internet has become such an efficient and world-wide used communication medium, it has also become a widely used retail channel (Cho, M. and Park, S., 2001). Furthermore, online banking provides banks opportunities to attract more customers from exiting Internet users (Rotchanakitumnuai and Speece, 2003). From the customers view, online banking services are convenient and can saving time compared with traditional retail banking services. Verma et al. (2004) suggested that customers are willing to pay more for online banking services to gain both offline value and online benefit. They can use online banking services when connect to Internet without the limitation of time and location. As illustrated by Bainbridge (2008), Traditional banking was impacted greatly by the commercialization of the Internet in the early 1990s. As the Internet became more generally accessible, traditional banks began to realize its potential to deliver services to their customers while reducing long-term operational costs. Upon realizing this, they began to offer limited services online. In 1995, the first pure online bank, the Security First Network bank was founded in the United States. It provided services such as direct access to account, bill payment and check viewing, which are quite common today (Christopher, 2008). In the following twenty years, online banking services have developed rapidly and have now become a significant part of the business for commercial banks. As in other countries, Chinese commercial banks are undergoing rapid change due to advances in information technology. Eight months after the first online bank founded in the United States, in June 1996, the Bank of China set up websites and started to provide Internet banking services to the community. One year later, China Merchant Bank launched the first fully online banking â€Å"All in one Net†. It became the first fully Internet bank in China (data.chinabyte.com). Subsequently, more and more Chinese domestic banks have set up online banking services to penetrate the market and gain competitive advantage (Li, 2002). In 2000, the Industrial and Commercial Bank of China launched online banking business in 31 cities in China. As the nations largest commercial bank, the opening of its online banking business aroused widespread interest. In 2002, HSBC launched its online banking services in China (data.chinabyte.com). The number of costumers and the trading volume of online banking have increased rapidly. At the end of 2007, the trading volume of corporate online banking reached 245.8 trillion RMB, which increased 163.1% compared to 2006. In the total transaction volume, corporate online banking accounts for 93.6% which is 230 trillion RMB. However, the growth of Personal Online banking was even faster in recent years. The trading volume reached 15.8 trillion RMB at the end of 2007 which is almost four times of 2006’s 4.1 trillion RMB. The number of business customers reached 0.84 million and individual customers reached 65 million at the end of 2006 (iresearch.com.cn). At the same time, the range of services provided by online banking has also increased. Before 2000, some of the banks only provided information services. Now they provide services such as enquiry, investment advice, money transfers, buying and selling of securities, online payments and, in some banks, small loans, housing mortgage loans and other credit facilities. As the 21st century is a customer-oriented century, how to create and maintain customer has became an important part of marketing strategy of banking industry. As information technology advanced and communication channels diversified, customers can use a variety channels to acquire more complete information and choices, to achieve their own best interests. As illustrated by, customer’s role in consumer economy has changed from the recipient to products or services to the decision maker. Most banks also aware that customers are becoming a dominant position, however, how to use information technology and limited sources to achieve the best and most efficient service quality to satisfy customers, gain loyalty customers, ensure the source of profit, these have became the focus of the operation of Chinese banks. 2.2.2 Introduction of Industrial and Commercial Bank of China As the largest one of four big stated-owned commercial banks which dominate the financial markets in China. The ICBC is the leader in online banking services and is constantly introducing advanced online banking products and services to the public. The following figure illustrates its repaid growth in online banking. Figure 2.1 ICBC Online Banking Trading Volume We can see form the figure above, in 2000, ICBCs online banking trading volume amounted only RMB 2.03 trillion, in 2002 this number grew to RMB 8.77 trillion which is almost 4 times of 2000. In the following five years, the ICBC online banking trading volume kept a rapid growth rate. In 2005, it went beyond RMB 46 trillion, growing 23 times compared to that in 2000. By the end of 2007, ICBC online trading volume jumped to RMB 102.88 trillion, which is more than 50 times of 2000. At the same time, the customers of ICBC online banking grew rapidly. At the end of 2007, ICBC Online banking has had 980,000 business customers and 39.08 million individual customers (icbc.com.cn). As illustrated in figure 2, the individual customers of ICBC online banking kept an continued rapid growth from 0.2 million in 2000 to 48.5 million in June of 2008. Currently, ICBC online banking provides a variety of services; customers can transfer money, pay bills, buy stocks or bonds, change foreign currency and so on. It has been very successful and has won various awards in China. It is also widely recognized and respected in the international banking sector. In every year from 2003 to 2006, ICBC was granted the â€Å"Best Personal Internet Bank of China† award by Global Finance. All these have established ICBC as a leader in e-banking in China and have put it among the top financial players in the international arena (icbc.com.cn). 2.3 Introduction to Service 2.3.1 Definition of Service According to Kotler and Keller (2006:374), â€Å"services are intangible, inseparable, variable and perishable products†. Therefore, services require more quality control than products. Financial services are services directed specifically at people’s money or wealth, they are concern with organizations, individuals and their finances (Ennew and Waite, 2007). Nowadays there are a whole range of finance services, such as banking services, credit cards, insurance, foreign exchange, stock and bonds trading and so on. 2.3.2 Characteristics of Service In the earlier marketing literature, Gummesson (1987) suggested that â€Å"services are something that can be bought and sole but which you cannot drop on your foot.† Basically, services are process or experiences (Bateson, 1977; Bowen and Schneider, 1988; Parasuraman et al., 1985). We cannot own a bank account as we own a car, but we have the right to use the bank account doing various financial transactions on our behalf by banks. According to Kotler and Keller (2006), services have for distinctive characteristics which are intangibility, inseparability, variability and perishability. Most services are intangible (Beteson, 1977). They cannot be counted, measured and verified before sale to assure quality. Thus the company may find it difficult to understand the consumers’ evaluation of service quality (Zenthaml, 1981). Ennew and Waite (2007) suggested that services are heterogeneity because service performance different from customer to customer. The performance of services may be totally different from the customer’s perception. Those characters of services indicate that quality of services is more difficult to evaluate than products. Although these are widely used in services marketing, many researchers have different thoughts. Loverloch and Gummesson (2004) argue that this framework has weaknesses, such as intangibility which is ambiguous, they suggested that many services also involve some tangible elements and outcomes. Vargo and Lush (2004) also highlight the inability of this framework to distinguish between goods and services. 2.4 Introduction to Service Quality 2.4.1 Definition of Service Quality Marketing literature has provided many definitions of service quality. Before 1980’s, most research of quality focused on how to define and measure the quality of tangible products. As the service industry developed vigorously, more and more scholars did lots of exploration and study about service quality. However, due to the characteristics of intangible, heterogeneous, perishable and indivisibility, service is hard to define, measure and control (Crosby, 1979). According to the American Society for Quality (Miller, C., 1993), â€Å"quality is the totality of features and characteristics of a product or service that bear its ability to satisfy stated or implied needs†. Levitt (1972) suggested that services quality refers to the results of services can meet the standards set by the customers. Sasser and Olsen (1978) defined services quality from materials, equipment and personnel. This classification suggests that service quality not only including the final results, but also including the provision of services. Gronoroos (1982) firstly proposed the concept of perceived service quality, he suggested that service quality generated from the comparison between expected service quality and the experienced service quality. According to Lewis and Boom (1983), service quality is the consistency of the transfer of service and expectations of service. Customer’s perceptions of quality usually come from their comparison between expected and perceived quality. The result of this comparison is, when the perceived quality is higher than expected quality, customer will get good quality of service or satisfaction with it (Parasuraman, et. al, 1985). Six years later, they pointed out that service quality is a psychological assessment that is measured by customers according to the gap between the expectation and actual service quality (Parasuraman, et. al, 1991). However, Stewart, Hope and Muhlemann (1998) suggested that service quality should be distanced by who provide the service and how they provide it. The former is evaluated after the service, while the latter is evaluated in the process of deliver service. Sarsser et al. (1998) argued that service quality should be defined through three factors which are materials, equipment and person. They suggested service quality not only include the results, but also include the provision of services. Service level and service quality are similar, service level can be divided into expected service level and perceived service level (Sarsser et al., 1998). In recent years, the definition of service quality improved towards customer factor. Harrison (2000) described that service quality is basically concerned with meeting customer’s need and requirements and how well the service level delivered meets customer expectations. Zeithaml and Bitner (2000) argue that there are two levels of customer expectations, desired service and adequate service. The former is defined as the â€Å"wish for† level of service performance, while the latter is defined as the basic service expectations. According to Kim et al. (1998), financial institutions always provide generally undifferentiated services to customer. Therefore, service quality becomes the most important factor. 2.4.2 Dimensions of Service Quality Marketing literature provide many views of the measurement dimensions of services quality. Sasser et al. (1978) suggested that there are three different dimensions of service performance: levels of material, facilities, and personnel. Gronroos (1982) divided service quality into two types: technical quality and functional quality. The former refers to what customers are actually receiving from the service , the latter refers to the process in which the service is delivered. Lehtinen and Lehtinen (1982) argued that service quality has three dimensions physical quality, such as equipment; corporate quality, such as company’s image; interactive quality, which means the interaction 74bb1v8140customers. Parasuraman et al (1985) suggested there are ten dimensions of service quality, which are reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles. After further study, they improved these to five dimensions: reliability, responsiveness, empathy, assurances, tangibles (Parasuraman et al., 1988). Figure 2.3 illustrates the structure of their finding. Source: Parasuraman et al., (1985,1988) Brady and Cronin (2001) presented a service quality model of three dimensions: interaction quality, physical environment quality and outcome quality. Interaction quality refers to the interaction between customer and employee in the process of service delivery. It is impacted by attitude, behavior and expertise. Physical environment refers to customer’s evaluation of physical facilities or building design. Outcome quality indicates the result of services (Brady and Cronin, 2001). 2.4.3 Importance of Service Quality With the development of world economy and the pace of globalisation, most markets have been very competitive, in order to survive, companies need to provide good quality services to satisfy and retain loyalty customers (Fecikova, 2004). According to Broderick and Vachirapornpuk (2002), not only the technology changes overtime, customer expectation and perception of online services also changes continuously. Therefore, service quality will become a very important issue to online banks. Nowadays, as the process of globalization has made the market competition in financial industry more and more intense. Customers have been considered as the most importance to service industry (MacDonald et al, 2000). At the same time, customers’ expectations of service quality are constantly increase, while their tolerance of poor services is constantly decline (Smith and Lewis, 1989). Therefore, it is increasingly difficult for the company to success in the competitive market. Only the company which provide better services than others can gain competitive advantage in the market and gain more customers (Gronroos, 1990). Easingwood and Storey (1993) suggested that service quality is the most important factor for the success of financial industry. Therefore, providing high quality services to customers is important for a bank to success and survival in today’s competitive market (Wang et al., 2003). 2.4.4 Measuring Service Quality As service quality directly relates with customer satisfaction, more and more company concern measuring service quality an important task. According to Baggs and Kleiner (1999:36), â€Å"The measurement of customer service is the most important variable that a company has to manage. Customer service includes the overall picture that an organisation presents to the public.† Due to the characteristics of intangible, heterogeneous, perishable and indivisibility, service is hard to measure and control (Crosby, 1979). Gronoroos (1984) suggested that service quality should be measured by compare the customer perception and expectation of services. However, most of service quality studies have been focused on the development of instruments to measure service quality directly. Cronin Taylor (1992) argue and change this method to a comparison of performance with ideal standards, or from performance perceptions only. Their performance is mostly based on employees. Customers’ evaluation of service quality is influenced by their interactions with the employees. Recently, most researchers agree that services comprise of an outcome, which is an achievement of some end by the customer, and a process, which is the interaction customer-service provider (Blanchard Galloway 1994). Recent research suggested that to measure service quality, not only the performance of service should be measured, the process of the service delivery should be considered as well. To check the influences for service process to their perceptions; Rust and Oliver (1994) presented the three component model to indicate the influence of service process to service quality. From the figure 2.4, it clearly be seen that there are three factors deciding the perceived service quality, they are service product, service delivery and service environment. This theory support the importance of service delivery, for actual outcome quality only one of the three factors. SERVQUAL Model SERVQUAL model is the most widely used method to measure service quality both in academic research and business analysis. Parasuraman et. al (1985) formulated a service quality model which highlighted the requirements for deliver high service quality. The model identifies five gaps that may cause unsuccessful services delivery. There are five gaps in this model. Gap 1 is the gap between consumer expectation and management perception. Gap 2 is the gap between management perception and service quality specification. Gap 3 is the gap between service quality specification and service delivery. Gap 4 is the gap between service delivery and external communication. Gap 5 is the gap between perceived service and expected service. Source: Parasuraman et al. (1985:44). Based on this research, Parasuraman et. al (1985) identify ten factors which determine the services quality. These determinants were: Tangibles Reliability Responsiveness Competency Courtesy Communication Credibility Security Access Understanding the customer Parasuraman et al. (1988) furthered the service delivery process and established a SERVOQUAL service quality analytical framework which includes five factors: Tangibles, Reliability, Responsiveness, Assurance, and Empathy(Zeithaml et al, 1990). Tangibles. All physical elements of the provision of service by banks. It includes the building, decoration, equipment, personnel, publications, visible materials, etc. Reliability. He extent to which repeated use of the product or service satisfies customers requirements of it. It creates a level of trust by the customer in the services and products provided by banks and it directly affects customer perceptions of brand, economic strength, the levels of professionalism of staff and the quality of products. Responsiveness. The speed the company responds to the requirements of customer. Typically, this is a function of the willingness of bank staff to provide the necessary services when requested by customers. It not only embodies the attitude of a bank’s service and work efficiency, but also demonstrates the difference in quality compared with the inter-bank service. Assurance. This is the customers feeling that bank staff are fully capable of dealing with problems in the course of their work. Empathy. This is a measure of the extent to which the supplier identifies the customers problems as also being their own problems and the willingness with which they take those problems on board for resolution. Typically it would include providing customers with personalized product portfolios in line with their personal needs and aspirations. Based on these five factors, they developed a 22 items scale to measure service quality. The following table illustrates the details. ries. Carman (1990) suggested adding certain dimensions which are differentially important in different industry. Cronin and Taylor (1992) argued that SERVQUAL model was not appropriate in their study of banking and fast food industries. Another criticism i