Reports of Pathological Gambling System †Free Samples to Students

Question: Examine about the Reports of Pathological Gambling System. Answer: Presentation In the current paper, an article audit has been led to break down the discoveries and the examination techniques, utilized in the paper. The essential point of the article audit is to sum up the discoveries of the article as opposed to announcing new realities or examination. The audit article is composed for the crowd, who are proficient of the branch of knowledge. It implies that the article isn't intended for the general crowd. It sums up the principle thoughts, shows the contentions, position of the creator and the commitment of the creator to the examination field. In this embodiment, the article, habitual purchasing: the job of prior in-life occasions and encounters is taken for the audit. In this manner research article reveals insight into the habitual conduct of the purchasers, while settling on the buy choices. The article has been composed by Grougiou, Moschis and Kapoutsis (2015) and distributed in the Journal of Consumer Marketing. The exploration article depends on the essential discoveries, in light of the study administrated in Greece. The article has talked about the marvel of impulsive purchaser conduct on the buy choice of the customers. The showing of habitual conduct is a mental issue, which can happen because of an injury. This propensity can cause genuine negative effect on the mental, social and monetary terms. It very well may be expressed that the ongoing financial emergency. In 2008 has been the impact of industrialism and silly spending. Subsequently, the administration offices and the open substances are encouraging their residents to control their costs and keenly utilized the effectively accessible credit. These activities won't just secure the shoppers, yet in addition shield the market from the high credit money related hazard. In this way, it is significant that the legislature and the researchers comprehend the component and the circumstances, which advance impulsive conduct in the general public. These variables can shield the general public from the individual and the social reason. There are a few examinations, which expresses that the impulsive buy conduct is connected with the segment and mental components of the individuals. The urgent buy conduct is shown by the individuals, who commend the utilization of the extravagance items. These individuals have absence of discretion, have a direction towards material products and are worried about their economic wellbeing. They have low confidence and issues in cash the board issue (Joireman, Kees, Sprott, 2010). The writing has featured that countless ladies falls under this class. A few investigations have been directed with respect to the issues and the results of the urgent conduct in people. There is accord that there are a few desperate results of exorbitant and bothersome maladaptive conduct. Be that as it may, there is still exceptionally less information about the circumstances, which beginning the improvement of such character characteristics in the human conduct. There have been contemplates, which have proposed that urgent conduct, may not ascend from any horrible conduct from an earlier time; nonetheless, it very well may be a consequence of natural and social conduct. Other than that, the basic life occasions can affect the human buy conduct. These occasions are experienced at certain point at juvenile life. These life occasions can affect in the individual shopper conduct. It is human brain research, that when an individual experience certain circumstance, he reacts and adjusts to it. This adjustment incorporates various exercises for controlling and adapting pressure emerged from the issue. In the human mental conduct, it is expressed that there are sure life occasions, which makes distressing effects. Men take various procedures to adapt to these issues. The basic periods of these life occasions are socialization advancement or decrease of the development. Every one of these progressions can be classified in three generally acknowledged untruth occasions, to be specific, stress point of view, regularizing viewpoint and human capital point of view. The pressure point of view of brain research expresses that there are sure life occasions, which can make unpleasant mental irregularity for the workers. Various people utilize distinctive pressure adapting systems to deal with passionate choppiness (Roberts Jones, 2001). At first, these endeavors to decrease the negative feelings are high in greatness; be that as it may, step by step, they form into a state of one of a kind social and demeanor direction. These progressions become a piece of the character and may prompt direc tions with impulsive purchasing issue. The distressing occasions have an extreme negative effect on the passionate prosperity of the kids. It brings about various sentiments uncertainty, strain and low confidence. It brings about over the top and urgent exercises so the individual can adapt up to the mental uneasiness. Most regular habitual conduct, because of upsetting occasions are shopping and gorging (Billieux, Rochat,Rebetez Van der Linden, 2008). At the point when these distressing occasions are suffered over a particular time, they bring about habitual and wild purchasing propensities. The kids in single-parent families likewise experience the ill effects of habitual shopping issue as their folks utilize coercive procedures to practice a significant level of command over the conduct of the youngsters. Some child rearing styles negatively affect the passionate security and the confidence of the individuals. It expands the likelihood of utilizing social cooperation to deal with the unpleasant occasions in the life. In the youthful age, companions and companions give a calming domain with the goal that the individual can overlook the family issues. The regulating is another point of view to deal with the upsetting occasions. It expresses that the youthful or juvenile people procure socially alluring standards and conduct and use them to associate with others. Diverse age bunches have distinctive sub-societies and their conduct mirror their age gathering. Juvenile individuals depend on their friends, which is an aftereffect of adolescence. Because of this adolescence, the young people face challenges to accumulate consideration of their friends and look for their consideration through various methods. The teenagers with explicitly dynamic companions display a similar conduct, as opposed to the young people with explicitly idle friends don't show such exercises. Consequently, this hypothesis is demonstrated as the companions strongly affect the conduct of the people (Shaffer, LaPlante, LaBrie, Kidman, Donato, Stanton, 2004). The freak shopper conduct of a juvenile can be received through enthusiastic purchasing conduct. The social control hypothesis expresses that the parental oversight is significant in building up an appropriate conduct and mentality in kids. The absence of oversight and observing can bring about urgent conduct. Parental management and observing is significant in teaching alluring standards in the kids. The distressing life occasions increment the associations with the companions and it may affect on the utilization example of the individuals. The regulating point of view expresses that the youngsters can secure socially alluring standards and abilities from various social operators, including guardians, educators and companions. The young people secure the social conduct from their companions and friends. The worth and the conduct of the teenagers is totally is influenced by the family disturbance and the family holding. Absence of oversight and backing from the guardians can influence the shopping propensities for the individuals (Joireman, J., Kees, J., Sprott, 2010). Family interruptions straightforwardly sway on the conduct of youngsters. The family correspondence style additionally impacts on the conduct and habitual conduct of the kids. The family correspondence can be sorted into idea arranged and socio-situated correspondence style. The idea arranged family correspondence advances self-autonomy and articulation. Other than that, socio-arranged family correspondence advances submission and regard for the senior individuals (Black, 2007). In the upset families, the guardians show less friendship and attempt to control the exercises of their youngsters. They power acquiescence to their announcements by embracing unforgiving disciplinary measures. The writing additionally features that when the young people and the adolescents are not furnished with satisfactory passionate help, they can't reveal their sentiments and feelings to the general public. It implies that if the passionate help isn't gotten from the family, the communications with the companions and companions can raise the social cooperation. The human capital alludes to various aptitudes and assets, which decide the future way of life and salary of the individuals. There are sure factors in full scale level and miniaturized scale level, which impacts the conduct and way of life of the individuals. These variables are settled with one another and impact the development and advancement of the youngsters (Moore, Glenmullen Mattison, 2014). The human capital hypotheses express that there are sure results of the maladaptive or freak conduct which can affect the future existence of the teenagers. The human-capital point of view expresses, that specific changes in the financial status of the family can seriously affect the passionate prosperity of the workers. It incorporates the demise of a parent or separation. It implies that the family structure directly affects the human conduct. The monetary hardship and the issues in the family structure negatively affect the advancement of the childrens capabilities. The kids in flawless families are implanted in the social structure; in this way, the youngsters have greater chance to develop inside the association. It weakens the socialization procedure of the kids, which discourages the improvement of the ordinary conduct (Hodgson, Budd Griffiths, 2001). This sort of conduct prompts the improvement of habitual purchasing draws near. The kids developed in lower social and monetary status fam

Brand Management 1 Essay Example | Topics and Well Written Essays - 1250 words

Brand Management 1 - Essay Example Doganis R. (2006) The aircraft business. London: Routledge. (http://books.google.co.in/books?id=UnVAfY8J6OcC&printsec=frontcover&dq=The+airline+business&hl=en&ei=GzjJTdXLAY_irAf5mJGhBQ&sa=X&oi=book_result&ct=result&resnum=1&ved=0CEsQ6AEwAA#v=onepage&q&f=false) Floor K. (2006) Branding a store: how to assemble effective retail marks in an evolving marketplace. London: Kogan Page Publishers. (http://books.google.co.in/books?id=a_F2yzdi-AIC&printsec=frontcover&dq=%29+Branding+a+store:+how+to+build+successful+retail+brands+in+a+changing+%09%09%09%09marketplace&hl=en&ei=NzjJTeipJIzMrQeDtMSZBQ&sa=X&oi=book_result&ct=result&resnum=1&ved=0CCsQ6AEwAA#v=onepage&q&f=false) Hax A C. (2009) The Delta Model: Reinventing Your Business Strategy. New York: Springer. (http://books.google.co.in/books?id=ROSTnjmTjxQC&printsec=frontcover&dq=The+Delta+Model:+Reinventing+Your+Business+Strategy&hl=en&ei=UjjJTZ_pGc2HrAfX5OyEBQ&sa=X&oi=book_result&ct=result&resnum=1&ved=0CDcQ6AEwAA#v=onepage&q&f=false) Heding T, Knudtzen C F and Bjerre M. (2009) Brand the executives: research, hypothesis and practice. London: Taylor and Francis. (http://books.google.co.in/books?id=mu5KsLyPrDgC&printsec=frontcover&dq=Brand+management:+research,+theory+and+%09%09%09%09practice.&hl=en&ei=azjJTdPNEonyrQeP55mYBQ&sa=X&oi=book_result&ct=result&resnum=1&ved=0CD0Q6AEwAA#v=onepage&q&f=false) Holden R K and Burton M. (2008) Pricing with Confidence: 10 Ways to Stop Leaving Money on the Table. New Jersey: John Wiley and Sons. (http://books.google.co.in/books?id=u8LfYM6aFnUC&printsec=frontcover&dq=Pricing+with+Confidence:+10+Ways+to+Stop+Leaving+%09%09%09Money+%09on+the+Table.&hl=en&ei=iTjJTff-NoXNrQel0cSABQ&sa=X&oi=book_result&ct=result&resnum=1&ved=0CDEQ6AEwAA#v=onepage&q&f=false) Kuhnle T. (2007) Customer Loyalty Program - Tourist Destination and Bonus Card System. Munich: GRIN Verlag.

Top Ten Reasons Im Thankful for Thanksgiving

Top Ten Reasons I’m Thankful for Thanksgiving 10. I wont have to think about the Crystal Field Theory Which is unfortunately what we happen to be learning about in my 5.112 (Principles of Chemistry) class at the moment. Luckily, my TA is awesome, and he was perfectly willing to spend an hour of his time today explaining it all to me so now, I understand it in a kind-of-not-really sort of way. How I wish I were like my friend in high school, who would fall asleep on her history book and wake up knowing everything. 9. I get to eat real food!!! Food is rather prominent in my thoughts right now, seeing as how I endured eight excruciatingly-foodless hours today while I migrated from one class to another. My Tuesdays are pretty intense: Physics 9 to 11, HASS 11 to 12, Yoga 12 to 1, Calc 1 to 2, Chem Recitation 2 to 3, Calc Office Hours 3 to 4, Seminar 4 to 5:15. Um. Painful. 8. Ill have time to watch TV. This is a big deal, guys. Be excited for me. 7. I can make fun of Aditya 13, Swetha 13, and Pooja 13. Why? Because they have a physics project that theyre going to be working on all through break. Do I have a physics project too? Not at all :) Im spending all of Thanksgiving with these three; Im going to exhaust the gloating powers within me. 6. I can sleep as much as I want. Ive been pretty good about getting a suitable amount of sleep each night, but Im definitely not going to complain if a few more hours come my way on a daily basis. I have this uneasy feeling that finals are going to seem a lot closer on the other side of Thanksgiving; a couple sleepless nights in the near future are largely expected. And dreaded. 5. I can do laundry. Im notoriously awful at doing my laundry on a regular basis. I basically wait until Ive run out of towels and cant possibly take a shower till I wash my clothes. I am proud to tell you that I have never sacrificed a shower simply because I dont have towels. Cleanliness is next to Godliness. 4. I can catch up on reading! I love novels so much so that when I filled out the What do you like to do for fun? portion of my MIT application last year, I wrote about how essential reading was to my existence. I proceeded to write about this interest of mine in several other college essays. Sadly, I havent had much time to read for pleasure these past few months. Highest on my To-Read List: The Last Lecture, by Randy Pausch. Its reputedly amazing. 3. My physics professor is going to re-grade my first two tests over the break And give me points back :) 2. I have time to thoroughly research autism for my HASS paper. For my HASS class (Disease and Society in America), we get to pick any topic (course-related, of course) we want and write about it. Ive chosen to write about the history of autism, along with the controversy surrounding the whole idea that vaccines somehow cause autism (false, by the way!). Im actually really excited about this paper because I get to write about something Im genuinely interested in and is rather visible in society. For the first time in my life, writing a paper might actually be fun. But the number one reason Im thankful for Thanksgiving: 1. Because I get a BREAAAAAAAKKKKKKKKKKKK!!!!

Implementation Of The Elevate Strategy And The Pros/Cons.

Implementation of the Elevate Strategy and the Pros/Cons Pros: There are few apparent positives in implementing the Elevate strategy, especially since the furthered success of Altius Golf depends on their ability to stay competition and remain current with the golfing trends. One pro would be that Altius would be attracting those price-sensitive consumers that currently looked to Primiera and Meridian for the cheaper, more recreational options. As stated in the Altius consumer survey in the case, 35% of non-Altius consumers noted that price was the key factor for why they did not buy their products. Also, 20% of Altius’ current customers were interested in trying the non-conforming ball, something Altius is going to make available by†¦show more content†¦Elevate will additionally be more attractive to stores like Wal-Mart and Sports Authority because the retail price of $27 will be more attractive to the consumer then the more expensive Altius products like the Victor TX. Austin Kai, the Chief Marketing Officer at Altius relayed that gross margins for retail stores would be towards 20%, in comparison to the regular 15% that Altius offered for its other existing products. The Elevate strategy well positioned for gaining a substantial share of the market in off-course retail locations. A last pro would be that Elevate is going to the value option, but under an existing brand that has prestige associated with the name. Off-course retailers in particular expressed interest in Altius releasing a low-price product because the $27 price would be in the â€Å"sweet spot† for reaching the recreational market, but also having Altius as the overall brand name brings the feeling of product legitimacy. Altius has made golf balls for professionals who have won major tournaments and now, the more agnostic golfers can associate with a revered brand without spending a premium price on something they irregularly partake in. Altius’ consumer research has indicated that the consumer base views their brand with positivity, class, and distinction against the competition. Essentially the pro is encompassed by the product’s name, Elevate. If you want toShow MoreRelatedCisco: It Fiasco Essay1444 Words   |  6 Pagesoverall corporate strategy will help elevate any i ssues that need to be promptly addressed. It would also be beneficial for executives to appoint task forces for continuous improvement projects and present these positions as opportunities for future career growth. 4. Cisco was highly successful with its ERP effort. What accounts for this success? What were the most important things that Cisco did correctly? What could they have done better? Cisco began the successful implementation of the ERP systemRead MoreUnicon Operation Strategy Essay2194 Words   |  9 Pagesset up in order to support our strategic operational plan. 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The Executive Remuneration Plan For Whc s New Subsidiary

Elekta is a Swedish company founded in 1972 by late Lars Leksell. Lars Leksell was a professor of neurosurgery at the local institute called Karolinska Institue in Sweden. His company specialises in radio-surgery, radiation therapy, and related equipment. Elekta is a human care company developing significant innovations and clinical solutions to combat cancer and brain disorders. The company operates only in Sweden but their equipments are used all over the world. A total of 6,000 hospitals around the globe use their medical solutions in oncology and neurosurgery. The success and the structure of the company is because of their 3,400 employees who work hard day and night to provide and facilitate best results whether it be development of clinical solutions or treatment planning for radiation therapies. The purpose of the report is to highlight the remuneration plan of Elekta and to develop the executive remuneration plan for WHC’s new subsidiary in Sweden. Elekta’s Remuneration Plan An Executive Remuneration plan is the most current development made for a company’s executives and is executed all around the world. Remuneration planning is a key incentive for the company. Remuneration retains talented staff to sustain a competitive advantage. It creates customer value and demolishes the significant erosion of business value. It is of prime importance to Elekta and it’s stakeholders that the guidelines for remuneration and other terms of employment for the executive of the

Johann Kilian and the Wends the Foundation of Lutheranism in Texas Free Essays

string(84) " son of Wendish farmers in Upper Lusatia, Johann Kilian was born on March 22, 1811\." Through this course (LCMS History) and others, I have heard the story of German Lutherans who left Europe and settled near Saint Louis, Missouri, under the leadership of Martin Stephan and (soon thereafter) C. F. W. We will write a custom essay sample on Johann Kilian and the Wends: the Foundation of Lutheranism in Texas or any similar topic only for you Order Now Walther. This story seems quite familiar to many of my seminary classmates who originate from the Midwest and nearby regions. As a nearly lifelong resident of Texas, I had never before heard much of that story. The Lutherans in my communities generally have a different history – one involving a people group known as the Wends. These histories have merged at some point between their beginnings and the present; both communities are currently at home in the Lutheran Church – Missouri Synod and share in fellowship and confession. Naturally several questions arise for further investigation. Who are the Wendish people? Who led them to America? Why did they come to America? What is their religious history? How did they integrate with the Missouri Synod? Why are they a valuable people group in our church body? Answering each of these essential questions necessitates a fairly broad scope, though certainly a coherent inspection. To address the topics at hand, I will present first a brief overview of the European climate during the time that the Wends left Germany as well as an account of their migration. Second, I will offer a concise biography of Johann Kilian, the early leader of the Texan Wendish community. Third, I will describe historically significant moments of interaction between the Lutheran Wends and the LCMS (and its predecessors and associated church bodies) and illustrate how these events contributed to the Wendish assimilation into the LCMS. Each of these components serves the purpose of presenting the Wendish community as a significant component of American Lutheranism, and one with an enduring impact on the LCMS church body. The necessary information is gathered mostly through printed and published texts on the subject at hand. It is also shaped by personal memory of this topic through experiences with members of the Wendish community as well as its associated institutions. Content in support of my purpose is present in these following paragraphs. European Pressures and the Wendish Migration In the early 19th century, the Wends were culturally and politically suppressed by their dominant political leaders. The land of the Wendish people, Lusatia, was intentionally divided between Saxon and Prussian rule. This virtually eliminated any possibility for national independence; the Wendish language became increasingly distinct between the nationalities (Caldwell1961). Also, they were economically dependent on German landholders and had little opportunity for social success. Those who sought better standards of living left their farmland for cities such as Bautzen and generally assimilated into the German culture in the process. A very small group of the Wends was training for the clergy in Prague and in Leipzig; as these students encountered political theories and topics of higher education they developed into the intelligentsia of the Wendish community. These educated people served as the leadership that the Wends needed to rise out of their lowly confinement (Grider 1982). Religious difficulties also characterized this time period. The Wends experienced great pressure to participate in Prussian Unionism, instituted by the Calvinist-leaning King of Prussia, Frederick William III (Nielsen 1989). Since the time of the Reformation, the majority of the Wendish people had been Protestants. This switch to Lutheranism distinguished the Wends religiously from the mainly Catholic Czechs and Poles with whom they shared many cultural and linguistic similarities (Grider 1982). As a people they were very interested in maintaining a definite and self-defined identity, distinct from surrounding people groups. This mandate of Prussian Unionism was an affront to this endeavor. Many spoke against this offensive consolidation, including Johann Kilian who was at that time a young student of theology at the University of Leipzig. In this context of religious pressure, a group of deeply conservative Wends began worshipping together in a private house-church. By 1845 they had established a small congregation with a building devoted as their worship space. After nine more years enduring religious antagonism, a core group of lay leaders drafted, in 1854, a constitution to govern the migration of the whole congregation to a new land with religious freedom. At this time, the congregation issued a call to Kilian, requesting that he shepherd them on their journey and minister to them in their future situation (Grider 1982). Kilian, eager to employ his missionary education, accepted their call. Additionally â€Å"agricultural disasters† during the mid-1800s spurred the Wends into discussions of leaving Germany/Prussia and seeking a new land for a new opportunity. Some impoverished German farmers, with whom the Wends were amiable, had already immigrated to America and Australia. Their joyous letters to the homeland were published by the German press and encouraged these hopeful Wendish immigrants. Of the Wends immigrating to Texas, the â€Å"first trickle of Wendish adventurers† (Grider 1982) arrived around 1850. A group of 35 set sail for America in 1853 but wrecked off the shore of Cuba. While stranded on the island, many learned how to roll cigars to supplement their income during their stranded time. Eventually compassionate German organizations in Havana, Cuba, and New Orleans funded and arranged for their transport to Galveston. One year after this small group’s arrival in Galveston, the â€Å"highly educated and forceful† (Grider 1982) Pastor Johann Kilian led a boatload of 600 of his congregants, pious and devout Wendish Lutherans, from Germany to Galveston. They made their voyage on the Ben Nevis, still considered within the Texan Wendish community as a counterpart of the English Pilgrims’ Mayflower (Grider 1982). Kilian was the only professional, educated man in the congregation; all the others were farmers and craftsmen. Yet the people possessed between them an adequate variety of skills to guarantee a self-sufficient colony. This group established the town of Serbin, which continues to be a place of cultural influence in central Texas. The Life of Johann Kilian The only son of Wendish farmers in Upper Lusatia, Johann Kilian was born on March 22, 1811. You read "Johann Kilian and the Wends: the Foundation of Lutheranism in Texas" in category "Papers" Two years later his mother, Maria Kilian nee Mattig, and his infant sister died. His grandmother helped to care for him for the next three years at which time his father, Peter Kilian, remarried. Soon thereafter his grandmother died. In 1821, while Kilian was ten years old, his father also died. Following the death of his parents, he inherited enough money to fund his education at the gymnasium (high school) in the chief Wendish city of Beutzen (Caldwell 1961). Johann found himself under the care of his uncle who leased the child’s inherited property and used the income to support the boy’s schooling. One can only imagine what sort of psychological impact these deaths must have had on young Kilian. According to Nielsen (2003), â€Å"nothing in his writings indicate any anxiety during these early years. † It is likely that during his youth with his extended family he began to learn about Christian living and developed a deep hope in the resurrection promise. Kilian spent more than four years at the Gymnasium in Beutzen. There he was educated in Hebrew, Greek, Latin, French, and German; Wendish was only used in private and in his earlier years in grade school. Kilian and some of his classmates organized a Wendish club on campus to facilitate informal conversation in their mother tongue (Nielsen 2003). He was quite successful in Beutzen and soon enrolled at the University of Leipzig to study theology, where he once again encountered a Wendish circle. This organization propagated a rising attitude of Wendish nationalism, especially in contrast with German culture. Rather than associating with this divisive group, Kilian joined a German club whose central goal was â€Å"the preservation of pure Lutheran teaching† (Nielsen 2003). This decision seems to have been more of a growing attraction toward orthodox Lutheranism than a rejection of Wendish culture. It also seems that in this association He was taking a stand in contrast to the majority of the faculty of Leipzig who were heavily influenced by rationalism at the time. In 1835, Kilian obtained his license to preach and was assigned to an assisting position at Hochkirch, a large parish which included several surrounding viliages. The following year, he travelled to Switzerland and attended a small mission school in Basel, remembering his childhood vow to become a foreign missionary. Back in eastern Germany, his uncle (different from the one who had helped to raise him as a child) was the pastor of a Lutheran church in Kotitz; he died while Killian was away at school. Then in 1837 Kilian returned to Kotitz and received his full ordination. This enabled him to assume the senior pastorate there (Nielsen 2003). Most of the Wends in his congregation could not understand German, so Kilian undertook several translation projects for the benefit of his flock. He published a book containing twenty eight hymns in Wendish; some were translations of German hymns and a few were his original pieces. These musical arrangments were very well received by both his own congregation and numerous other Lutheran Wendish assemblies. He continued to translate many German songs and eventually produced more than one hundred of his own hymns (Nielsen 2003). These hymns emphasize the centrality of Jesus in Christian living and often contain declarations of profound hope. Several of his songs and poems are contained in a collection edited by David Zersen (2010). Included, here, is one verse from Kilian’s hymn, â€Å"Blessed Land†: Jesus leads his saints on earth: Witnesses are we! Sadness, trials, suffering? Faithful we will be! Christ is our life. There’s a kingdom waiting there; No more sorrow, no more care. Christ is our life. In addition to his musical translation efforts, Kilian translated the Lutheran Confessions into Wendish. He began with Luther’s Small Catechism in the late 1840s and finished the remainder of the confessions in 1854. Other prominent Wendish intellectuals frequently frowned upon his efforts, insisting that importing German religious thinking would contaminate the Wendish culture. They preferred to advance hopeful nationalism for the Wends and showed little priority for proper doctrinal adherence. Kilian disagreed with their attitude and continued â€Å"translating religious works into the mother tongue to enrich the language and simultaneously nourish religious life† (Nielsen 2003). These exercises in translation eventually led to a reasonable popularity for Kilian, especially among likeminded Wendish Lutherans. One such congregation of people at Weigersdorf was becoming increasingly troubled by the pressures of Prussian Unionism. In 1844 they issued a call to Kilian with hopes that he would agree to lead them in their migration away from their oppressive setting. Kilian accepted the call on two conditions. He required that the congregation would pledge faithfulness to pure Lutheran doctrine and also that the congregation acquire an immigration permit from the appropriate Prussian authorities. (Nielsen 2003). Kilian over the next several years served this as well as other parishes (especially one in Klitten) which shared in the Lutheran confession. During that time, he married Maria Groschel, with whom he had four children while they remained in Europe – only one of which survived into maturity (Nielsen 2003). Religious pressures continued to build until in 1854, a group of 600 Wendish Lutherans (under Kilian’s shepherding) began the process of relocating to Texas. While Kilian is often credited with leadership of this venture, such wording is misleading at best. He did not object to the exodus from Europe, but the instigation of the process was from the laypeople. Kilian’s role was to accompany them as their pastor (Nielsen 2003). The journey was characterized by illness, danger, and loss of life. Kilian was heavily relied upon for his pastoral care at several points on the journey. In one instance while at sea, several people were suffering from sea-sickness below the deck. The captain of the Ben Nevis (the ship that carried them across the Atlantic) instructed that the migrants come up for fresh air to improve their health. Some did not cooperate with the captain’s orders. Kilian gently persuaded those who remained below deck to come up. While this shows the authority the Wends saw in Kilian, it also caused resentment from some because he was exceeding his religious responsibilities. The voyagers eventually crossed the Atlantic and arrived at the port of Galveston. They then travelled to central Texas and established the colony of Serbin. For the next three decades, Kilian served the Texan Wends as their pastor and endeavored to connect them with likeminded believers in their new land (Nielsen 2003). Eventually he was able to forge a confessional relationship with the Missouri Lutherans and connect his people to a larger church body. After Kilian’s death on September 12, 1884, many tributes were written about him. These included a handful of lengthy pieces n Der Luteraner, the official periodical of the synod (Martens 2011). The Texan Road to Missouri â€Å"Religious isolation was not part of his tradition† (Nielsen 2003). In Texas, Kilian became a friend of Caspar Braun, a Lutheran who had already been in Texas for about five years. Braun had formed the Evangelical Lutheran Synod in Texas and served as its first president. While Kilian certainly en joyed his friendship with Braun, he was hesitant to join this Texas Synod because he considered that it shared too many similarities with the Prussian Union which he had left. He also lamented the lack of enriching liturgy in its churches (Nielsen 2003). Rather he became drawn to the German Evangelical Lutheran Synod of Missouri, Ohio, and Other States. Geography was certainly a hindrance to fellowship with this church body, he considered it far less of a barrier than theological incompatibility. In his effort to establish fellowship with the Missouri Synod, he wrote a letter introducing himself and the Wends to C. F. W. Walther, who was also born in 1811. Though Kilian and Walther did attend the University of Leipzig simultaneously in 1832, there is no indication in any of their correspondence that they knew each other before they were in America. Kilian had learned of Walther chiefly through his writings. He owned a copy of Walther’s Stimme der Kirche in der Frage von Kirche und Amt. Kilian agreed with Walther’s position on church polity which â€Å"empowered the voters’ assembly as the supreme authority and diminished the power of the ecclesiastical leaders† (Nielsen 2003). His congregation joined the Missouri Synod in 1866 with Kilian as the first Missouri Synod pastor in the state of Texas. Under Kilian’s pastoral leadership, the Wends became fervent supporters of synodical education and eventually began to issue calls to American-trained pastors. By 1877 nearly a dozen pastors were serving Missouri Synod congregations in Texas and the group gained recognition as the Texas Conference of the Western District. Only a couple years later, the Southern District was organized, ranging from El Paso, Texas, to San Augustine, Florida. Then in 1903, the Texas District of the LCMS was formed; it contained 23 congregations, nearly 40 pastors, and 11 school teachers. Concluding Remarks The Texas District of the LCMS owes its genesis to the migration of the Wends and the pastoral leadership of Johann Kilian. It is now one of the largest districts in the LCMS and has produced more synodical presidents (Behnken, Harms, and Kieschnick) than any other district. The Wendish culture and religious experiences have shaped and continue to shape the theological thinking of Texas Lutherans. It is especially for these reasons that the Wends are a valuable people group in the Lutheran Church – Missouri Synod. How to cite Johann Kilian and the Wends: the Foundation of Lutheranism in Texas, Papers

Fog Computing Paradigm Scenarios Security â€Myassignmenthelp.Com

Question: Discuss About The Fog Computing Paradigm Scenarios Security? Answer: Introduction The standards for the cloud computing is completely based on working over the demands where the network need to handle the access of the different shared pools with the easy configuration of the different resources. the provisioning is based on working over the management of the efforts with the cloud providers taking hold of the interaction. The cloud computing is mainly considered to be emerging with the major privacy concerns that are also related to the security measures (Hashizume et al., 2013). There are zero investments for the infrastructure development of the IT which has been the major concern for the cloud computing Security issues for the cloud computing As per the research, there are different issues related to the data loss of control with the dependency standards set for the cloud commuting. The challenge is also related to the data mining techniques where the functions, storing and the processing is depending upon the sensitivity of the day with the services that are related to work on the services for the cloud computing. The devices are set to take hold of the storage of the data with the computation which includes that there is a need to drive the services which could be important for the transfer from one to the other devices (Almorsy et al, 2016). The cloud computing measures are depending upon the access to the different measures which includes the eaves dropping, DNS spoofing and then setting the Denial of Service attacks as well. Problems The issues are also related to the system measures which includes the deletion of the data and then working over the concerns which includes the detection of the copies with the different levels of the data collection (Modi et al, 2013). The protection of the data is based on the privacy which includes the reliability measures with the secured forms of the communication. The computing is depending upon the measures where the availability and the approach is depending upon the utilities and how it can take hold of the changes related to the functionality and the pricing auditing liability factors. Technologies To take hold of the different technologies, it includes the grid computing, virtualisation and the VMWare setup which is important for the procurement and taking hold of the easy storage of the data or the charges. This depends on the transferring of the data and then set the access which is dependent on handling the questions which are related to the issues of the use of network. The forms are also related to the operating methods which includes how it is easy to access the different measures and the behaviour which could easily access to the system with the storage that is mainly without the specific details. The virtualisation layer is mainly to take forms which include how the execution and the work can compute the resources with the easy access to the different resources. (Stojmnovic et al, 2014) Applications set for this There are different measures that includes the computation of the resources and then work over the execution forms that include the processing of the software. The different programs are related to the processing which includes the handling of the customisation programs of the computer systems. It is also related to the working of the system which leads to the monitoring of the system and then working over the processes which could easily be set with the remote information of the computer. The forms are related to the corporations which also completely reply on the system working with the different rights that are important for the achievement of the goals. The system processes are related to the working in the corporations with the focus on the processing of the power and then working over the different patterns of the back-end access with the speeding of the different calculations. Clarification on the vague areas It includes the measures for the different resources which includes the storage and the easy handling of the processes with the handling of the system space with the services and the compliance. The standards are also set to take hold of the safety patterns and then work over the alignment of the privacy and security forms. (Hashem et al., 2015) Research Questions Q1: What are some of the measures which needs to be taken case for the security standards which are based on the confidential issues? Q2: How is it possible to work on the different cloud services which include the denial of the service attacks? Summary of the issues Mathew, A. (2012). Security and Privacy Issues of Cloud Computing; Solutions and Secure Framework.International Journal of Multidisciplinary Research,2(4). The issues are related to the system process which includes the patterns related to the control of the data. This also works with the forms which related to the forms of the network security and the other forms of the public cloud services. The provider of the cloud also need to take hold of the forms which works with the easy access of the systems which includes the security breach and handling the control of the data over the setup where some of the customers tend to lack the control on the system patterns. Abbas, H., Maennel, O., Assar, S. (2017). Security and privacy issues in cloud computing. The issues are related to the working with the cloud assisted systems which includes the information leakage and the work is on how the user can handle the classification of the data with the different privacy issues. The data is then transmitted with the over with the forms that includes the art research and development. The forms include the services and how the DDoS mitigation is set with the performance based on the victim service resizing forms. The security measures are depending upon the security and the attacks which are related to the cloud business environments. Issues not addressed Mathew (2012), could have included the handling of the COBIT 5 which is important for the transparency and storing the data in an effective manner. The control is set with the risks to ensure the confidentiality of the system, integrity and the authentication control in a proper manner. The obligatory standards are also depending upon the management, contracts and the other enforcements which are legal. Abbas et al., (2017), can focus on the service oriented structures which includes the handling of the in-house managed enterprise. It includes the capability and the working through easy emergence of the security risks. (Khetri, 2013) The external tracking of the threats need to be handled with the attempt that includes the hardware attack and the social engineering. Impact of the above issues COBIT 5 could be for the IT governance and easy risks mitigation process. It is based on the different deployment models, where the computation is based on accessing the control and then working over the framework which includes the use of the SaaS hosted applications. The forms are set with the secured cloud computing works on the security challenges and then working over the functions related to providing the passwords and the host side firewalls. The security policies are related to the access of the restrictions with the security measures. The providers are also equipped with the easy handling of the services and the patch updates or the logs. Lesson Learnt The forms are related to the cloud computing where the scalability is based on measuring the management of the IT forms. (Puthal et al., 2015) Here, the resources are also related to work on the privacy and the security standards which includes how the consumers can work and follow the IT resources with the easy processing power and the storage, with service and the compliance. The organisation need to focus on the safety measures which are related to the alignment of the privacy requirements. Conclusion The cloud computing has been considered important to measure the physical and the logical safety measures. It works on the standards where the client works over the consideration of the VPN with the forms that include how the API can handle the monitoring and the working with easy control, monitoring and setting the cloud services. This is important with the API that includes the protection of the accidental forms with the different plugins that are related to the automatic updates which relates to the security concerns. References Almorsy, M., Grundy, J., Mller, I. (2016). An analysis of the cloud computing security problem.arXiv preprint arXiv:1609.01107. Hashem, I. A. T., Yaqoob, I., Anuar, N. B., Mokhtar, S., Gani, A., Khan, S. U. (2015). The rise of big data on cloud accounting: Review and open research issues.Information Systems,47, 98-115. Hashizume, K., Rosado, D. G., Fernndez-Medina, E., Fernandez, E. B. (2013). An analysis of security issues for cloud computing.Journal of Internet Services and Applications,4(1), 5. Kshetri, N. (2013). Privacy and security issues in cloud computing: The role of institutions and institutional evolution.Telecommunications Policy,37(4), 372-386. Modi, C., Patel, D., Borisaniya, B., Patel, A., Engineering, M. (2013). A survey on security issues and solutions at different layers of Cloud computing.The Journal of Supercomputing,63(2), 561-592. Puthal, D., Sahoo, B. P. S., Mishra, S., Swain, S. (2015, January). Cloud computing features, issues, and challenges: a big picture. InComputational Intelligence and Networks (CINE), 2015 International Conference on(pp. 116-123). IEEE. Stojmenovic, I., Wen, S. (2014, September). The fog computing paradigm: Scenarios and security issues. InComputer Science and Information Systems (FedCSIS), 2014 Federated Conference on(pp. 1-8). IEEE.

Angels in America an Example of the Topic Literature Essays by

Angels in America The alarming trends in contemporary society expedite the reaction against the situation that takes a variety of forms. In literature the most significant form is the dystopiaor anti-utopiawhich both parodies and subverts the traditional utopian model as a means of satirizing and warning against the social dangers. With the proliferation of increasingly effective mechanisms for social control, in fact, dystopian fantasy has become in the modern era an expressive of the deep-seated dreams and anticipations of modern society. Need essay sample on "Angels in America" topic? We will write a custom essay sample specifically for you Proceed Margaret Atwood's The Handmaid's Tale extrapolates from such apparently disparate starting points as State Socialism and fundamentalist Christianity, arriving at visions of a future society which bear a marked family resemblance. In her dystopia Atwood portrays a society which is regimented and hierarchicaland also one where adherence to the societal ideal is ensured by an almost obsessive concern with surveillance, with the subjection of the inpidual to public scrutiny. The laws of Republic of Gilead are based on biblical propaganda and rigorous imposing of social norms. Those who are unobservant to these societal norms are made to serve as maids and personal servants or expelled to the colonies. Conformity is assured, and so too is uniformityin the most literal sense. The citizens in The Handmaid's Tale wear uniforms, reinforcing the sense that people are types rather than distinct inpiduals. Atwood makes her uniforms color coded, like electrical wiring, further enhancing the sense that the inpidual is merely part of the social machine. The citizens who do not obey marital law, the abortionists and homosexuals are executed and hung at "The Wall" for public display. The borders between the public and private spheres are blurred and it is nowhere more apparent than in its treatment of sexual relations. Consequently the role of women in Gilead is reduced to mere mechanisms for procreation; they are deprived of their independence without the right to choose what to do, wear, with who communicate: We learned to whisper almost without sound. Undergraduates Often Tell EssayLab support: I'm not in the mood to write my paper. Because I don't have the time Specialists recommend: Academic Papers For Students In the semidarkness we could stretch out our arms, when the Aunts werent looking, and touch each others hands across space. We learned to lipread, our heads flat on the beds, turned sideways, watching each others mouths. In this way, we exchanged names, from bed to bed: Alma. Janine. Dolores. Moira. June.(Atwood, Ch. 1.) or even make reproductive choices. Women are classified into certain categories, and wear the clothes corresponding to their social function, among which there are Wives, Daughters, Widows, Aunts, Marthas, Handmaids, and Econowives as well as two illegitimate functional categories - Unwomen and, secretly, prostitutes, Jezebels. This pision of female society is based on their sexual functions and ability of women to give birth. Thus, Handmaids main social function, as far as they are fertile, is to bear children for Wives, who due to some reasons cannot bear children by themselves, but they are married to the Commanders so belong to the top social caste. On the other hand, Jezebels are to satisfy Commanders sexual needs while Unwomen are sterile, feminists or lesbians, or generally those unable to fit within Gilead's gender categories, hence are not regarded as true women what is actually implied by the name of this group. A universal social norm concerning human sexuality in Gilead claims that sex for pleasure is humiliating to women. Men are presented as constantly desiring sexual pleasure, but must refrain according to religious and social rules. The only occasion when sex is allowed is during the Ceremony only for the purposes of reproduction. However the sexual act is occurring in the presence of other women and is truly degrading process thus Offred has to summon up courage before she goes to participate in the Ceremony: I wait. I compose myself. My self is a thing I must now compose, as one composes a speech. What I must present is a made thing, not something born. (Atwood, Ch. 12) Sex acts which vitiate the Ceremony, like sex for pleasure, are punished with death. In the novel Atwood seeks to expose the flawed assumptions of stereotypical depiction of traditional images of female sexuality as more natural than, and hence subversive of the State's sexual norms. In The Handmaid's Tale the scene, in which Offred sheds her nun-like uniform and puts on make-up, high heels, and a revealing outfit largely comprised of feathers, is designed to illustrate, not the subversive power of natural female sexuality, but rather the extent to which such stereotypes are merely the obverse of the male fear of female sexuality which informs Gilead's Puritanism. While Gilead's stringent moral code is ostensibly designed to protect women from predatory male sexuality, its designers continue to dream of the old stereotypes, and find their sexual outlets at that archetypal locale of male fantasy, the brothel. Perhaps the most ludicrous aspect of Offred's trip to the brothel with her Commander is his pathetic belief that the trip is somehow exciting for her. Where Offred defies the State's sexual norms is not in overt displays of male-approved traditional femininity, but in her illicit encounters with the Commander's chauffeur, which take place in the darkness, and which she never really finds words to describe. The subversiveness of such sexual conduct lies in its privacysomething which her monthly couplings in the Commander's marriage bed signally lacksyet even so, Offred remains dubious as to just how far this too constitutes a form of compromise with male authority. For Offred, simplistic opposition of natural sexuality to official authority is impossible. Having experienced the unequal sexual power relations not only of Gilead, but of the society that preceded it, she cannot help but be aware the sexual arena is one where, while rebellion may be possible, it remains fraught with complicity. While Atwood describes an imagined, non-existent society that constructed its political order on human sexual properties, Tony Kushner's play Angels in America: A Gay Fantasia on National Themes explores sexuality as a political notion from another point of view and against the background of the American contemporary society. Angels in America puts before its spectators such questions as - What is the relationship between sexuality and power? And is sexuality merely an expression of power? Is male sexuality always aggressive? What do we make of the phallus? It bears the issue of reforming the personality to become a socialist subject, starting with the trash that capitalism has made of people. Angels in America mounts an attack against ideologies of inpidualism. In Angels in America, the tragic hero is Roy Cohn, the one who has internalized a violently homophobic ideology and who, in one of the play's most memorable scenes, denies he is a homosexual insofar as he recognizes that this designation describes as much a political as it does a sexual identity: Homosexuals are not men who sleep with other men. Homosexuals are men who in fifteen years of trying cannot get a pissant antidiscrimination bill through City Council. Homosexuals are men who know nobody and who nobody knows. Who have zero clout. Does this sound like me, Henry? (Kushner, 45) Cohn's refusal to claim identity is presented as the source of his tragedy, and he functions as the play's example of that which must be displaced, the closeted gay man, the man who betrays his class. His adoptive son, meanwhile, Joe Pitt, is similarly insensitive, or blind, as one of the play's dominant metaphors implies, to the contradiction between sexual position and ideology and, like his mentor, neatly takes up a tragic position. Yet both Roy and Joe remain secondary characters in Angels in America. Although the sources of sardonic comedy and erotic fascination, they are not the spectator's primary point of identification. Rather, the other leading characters, Louis, Prior, Belize, Harper, and Hannah, are far more likely points of interests for the spectator. And with all of these characters, questions of socialization become much more difficult and fraught. Since all of them fall into the category of oppressed persons, because of sexual orientation, HIV status, race, and gender, and most of them indulge in behavior that can be interpreted as self-destructive, they can be said to have internalized oppressive values. Insistently, in Angels in America, in Cruising, in anti-S/M feminist tracts, and in so many different discourses, internalized oppression gets collapsed into masochism. Because one is blind to oppression one internalizes the hatred that originates from without and desires not to be loved but to be abused. In Angels in America, the relationship between internalized oppression and masochism is particularly complex and particularly revealing of the anxieties circulating in American culture. Throughout Angels in America, subjectivity is produced by a masochistic desire for suffering. The erotogenic component of Roy's masochistic desires is rendered unmistakable in a passage from an early draft of Perestroika: ROY: I admire your bedside manner. I feel better already. Abuse me some more. BELIZE: You like abuse. ROY: Thrive on it. BELIZE: I'd never have figured you for a bottom. ROY: I'm not into fixed positions. In bed. In life, I'm a top. In bed BELIZE: I don't want to know. (Kushner, 76) What Belize doesn't want to know is that Roy's position in bed is the reverse of the one he plays in the political arena. Indeed, it is the secret of his sexuality or, rather, the sexual expression of his internalized oppression. His masochism, his desire for pain and humiliation, is the price he pays for refusing to be a homosexual. The message is of Atwoods The Handmaid's Tale is that inpidual agency cannot be trusted, even in the most intimate sphere of personal relations; in the end, the overriding interests of the state must prevail. Sexual behavior is malleable. We can adjust our sexual behavior, and thereby our social roles. We can'tnot yetalter reproductive function. Kushners Angels in America functions as a work of historical value, and it does so by disclosing the process by which the political, which drives history, intersects with the personal and sexual, which are no more than elements of history. Works cited list: Atwood, Margaret. The Handmaid's Tale Boston: Houghton Mifflin, 1986. Kushner, Tony. Angels in America New York: Theatre Communications Group, 1993.

INAUGURAL ADDRESS Essays - Philippines, Government, Free Essays

INAUGURAL ADDRESS Essays - Philippines, Government, Free Essays INAUGURAL ADDRESS OF HIS EXCELLENCY FERDINAND E. MARCOS [ Delivered at the Quirino Grandstand, Manila on December 30, 1965 ] Mr. Chief Justice, Mr. Vice President,Mr. Speaker, My Countrymen: Sa bisa ng inyong makapangyarihang hatol at sa pamamagitan ng mabiyayang tangkilik ng Dakilang Maykapal , narito ako ngayon sa inyong harap sa pinagkaugalian nang ritwal sa pagtatalaga at pagsumpa sa tungkulin ng isang bagong halal na Pangulo . Sa kapasiyahan ninyong ito ay muli pa ninyong pinatunayan na matatag at matibay ang pagkakatanim ng mga ugat ng demokrasya sa sinapupunan ng bansang ito . At sa bisa ng kapangyarihang ipinagkaloob sa inyo ng mga batas ay naisasagawa nang mapayapa at maayos ang pagsasalin ng kapangyarihang pampamahalaan . By your mandate, through the grace of the Almighty, I stand here today in the traditional ritual of the assumption of the Presidency. By your mandate, once again you have demonstrated the vitality of our democracy by the peaceful transference of governmental authority. It is but fitting and proper that this traditional ritual be undertaken on this sacred ground. For sixty nine year ago today, a young patriot and prophet of our race fell upon this beloved soil. He fell from a tyrant's bullet and out of the martyr's blood that flowed copiously there sprung a new nation. That nation became the first modern republic in Asia and Africa. It is our nation. We are proud to point to our country as one stable in an area of instability; where ballots, not bullets, decide the fate of leaders and parties. Thus Kawit and Malolos are celebrated in our history as acts of national greatness. Why national greatness? Because, armed with nothing but raw courage and passionate intelligence and patriotism, our predecessors built the noble edifice of the first Asian Republic. With the same reverence do we consider Bataan, Corregidor and the Philippine resistance movement. Today the challenge is less dramatic but no less urgent. We must repeat the feat of our forebears in a more commonplace sphere, away from the bloody turmoil of heroic adventure - by hastening our social and economic transformation. For today, the Filipino, it seems, has lost his soul, his dignity and his courage. We have come upon a phase of our history when ideas are only a veneer for greed and power in public and private affairs, when devotion to duty and dedication to a public trust are to be weighed at all times against private advantages and personal gain, and when loyalties can be traded in the open market. Our people have come to a point of despair. I know this for I have personally met many of you. I have heard the cries of thousands and clasped hands in brotherhood with millions of you. I know the face of despair and I know the face of hunger because I have seen it in our barrios, huts and hovels all over our land. We have ceased to value order as a social virtue. Law, we have learned successfully to flaunt. We have become past masters at devising slogans for the sake of recorders of his history but not for those who would live by them in terms of honor and dignity. Peace in our time, we declare. But we can not guarantee life and limb in our growing cities. Prosperity for all, we promise. But only a privileged few achieve it, and, to make the pain obvious, parade their comforts and advantages before the eyes of an impoverished many. Justice and security are as myths rendered into elaborate fictions to dramatize our so called well being and our happy march to progress. But you have rejected all these through a new mandate of leadership. It is a mandate that imposes a change of leadership in this country, and to me, as your President, this mandate is clear - it is a mandate not merely for change. It is a mandate for greatness. For indeed we must rise from the depths of ignominy and failure. Our government is gripped in the iron hand of venality, its treasury is barren, its resources are wasted, its civil service is slothful and indifferent, its armed forces demoralized and its councils sterile. But

Sexual Harassment in the Work Place Research Paper - 1

Sexual Harassment in the Work Place - Research Paper Example sue caused by different factors arising from the socialization, power, and politics among others, making the harassment sometimes to be inevitable in many occupations. Sexual harassment used to be a key concern in government and state related jobs, but due to the rising cases and poor measures to control the issue in both public and private employment areas, the governments had to step in to protect the victims and enforce order. Sometimes co-workers, managers, and employers find themselves in compromising and violating situations, because they overlook the harassment and its impact in the workplace. There are many things, unwanted pressure, looks, feel, touches, verbal, non-verbal, and physical communications and actions that would create sexual harassment, either intentionally or unintentionally that would provide the legal definition of a harassing conduct. Title VII is enforced by the (EEOC) Equal Opportunity Employment Commission that has built up large body of regulations and g uidelines, which avails the legal meaning of harassing behavior and lays out the standard to be followed by courts, and enforcement agencies in handling sexual harassment charges (ICRC factsheet 1). As part of a social context in working environments, employees get to socialize better, which could have either a positive or negative effect in the long run. As a benefit, it improves team work and support in job performance; sometimes the relationships go beyond the work domains and employees could get married and have families of their own, since there are few or no such laws that restrict them. Similarly, the law works to ensure integrity and morality in workplace, such that if the employee is not willing to engage in a sexual relationship with his or her co workers, employers, supervisors,... This paper approves that business sexual harassment training programs and establishment of complaints committees, possibly outside the line of management, with gender equality and expertise in leading and counseling people is required by law in the business level, Businesses consist many rules and regulations that govern the employees and management. However, some of those rules are optional and may not be strictly enforced; instead the federal, state, labor, and international laws require establishment of some policies such as in sexual harassment, which should enforce and comply with the requirements of the law. Businesses regardless of the size have to option but to deploy such policies, because they are part of the necessary policies regulated by the law. This report makes a conclusion that workplace sexual harassment affects individuals psychologically, and their behavior in their social lives and in the workplace. It is a problem that puts indirect pressure on the people to terminate their jobs, due to the hostile working environment and when control measures are lacking. In some cases, it causes trauma to individuals making them unable to perform their roles, due to emotional and physical stress. It also demoralizes the workers involved and may cost them their self esteem. The international, federal, state, and business rules and regulations put measures to define, prohibit, and control sexual harassment among other discriminations, which must be enforced through set procedures and institutions in filing complaints and seeking protection. The employer and their employees also have responsibilities in administering and complying with the laws in solving sexual harassment disputes.

Business Driven Information Systems Term Paper Example | Topics and Well Written Essays - 2000 words

Business Driven Information Systems - Term Paper Example It is in this regard that the university is mandated to improve is business strategy within the education sector so that it becomes a leader in higher education and academic research within California. The power of the buyer is a business environmental force which must be highly regarded by the University of La Verne. This means that for the university to achieve its mission, it must provide the users of its educational and research services with the highest quality and effective delivery processes. Supplier power is another force within a competitive business environment which the management of the University of La Verne must consider significant for its success. This means that the vendors of its educational and research materials and equipment must be treated with utmost respect and professionalism so that they would remain loyal suppliers to the university. The threat of substitutes is described by Porter as the alternative services or products that would make an organization to fail achieving its competitive advantage and therefore its purpose (Roy, 2009). The substitutes to the educational services and research within California and other parts of the world are limited which means that the university will remain competitive in the higher education sector within California. ... Therefore students, administrators, the management and lecturers of the university must be content with the various IT applications as the most effective approach through which their work activities are improved for increased performance. This measurement can be achieved through surveys or interviews and questionnaires which are aimed at determining the user satisfaction of the IT applications. If the users or members of the university community demonstrate dissatisfaction with the IT applications, them it means that the adoption and implementation of technology within the university is not a success. The effectiveness and success of information and communication technology within the University of La Verne can also be assessed and evaluated in line with its compatibility with the educational pedagogy or approach that is used within the university. Information technology cannot be effective if it does not support the teaching methods and learning strategies of an institution (Alter, 2008). The University of La Verne employs a scientific pedagogy in training and research. This methodology in the university is demonstrated by the fact that the learning processes are aimed at allowing students to have a practical application of the skills and knowledge that they acquire in solving real life problems. In addition, the research within the university is designed to provide solutions to the problems that face various industry operations. This means that the technology and various software applications must support the scientific pedagogy of training for them to be defined as effective. The IT processes within the University of La Verne which needs to be enhanced include online communication through information technology within the institution and with the

SERVQUAL Model for Measuring Customer Satisfaction

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