The Feasibility of Hiring - Free Essay Example

Sample details Pages: 4 Words: 1124 Downloads: 7 Date added: 2017/06/26 Category Economics Essay Type Argumentative essay Did you like this example? Determine the feasibility of hiring Feasibility study The feasibility study is an evaluation and examination of the ability of a proposed undertaking which is cantered on expansive examination and investigation to help the strategy of decision making. Feasibility studies plan to fairly and dispassionately uncover the qualities and deficiencies of a current business or proposed meander, opportunities and dangers present in natures area, the benefits required to bring through, and finally the prospects for accomplishment. In its slightest troublesome terms, the two criteria to judge feasibility are cost obliged and quality to be attained. Don’t waste time! Our writers will create an original "The Feasibility of Hiring" essay for you Create order A well-designed planned feasibility study should give a bona fide establishment of the business or errand, a depiction of the thing or organization, accounting decrees, purposes of enthusiasm of the operations and organization, promoting examination and methodologies, budgetary data, legal essentials and appraisal responsibilities. Generally, reasonableness studies go before particular progression and errand utilization. The best time to complete it is the time when you have recognized an extent of different choice results and you need to know which come about is the most feasible to realize. A feasibility study should examine three main areas: Market issues Technical and organizational requirements Financial overview Identify the costs of hiring When it comes to the expense of contracting new specialists, various associations jump straight to payment and benefit estimations. In any case, the true expense of contracting is gathered much sooner than a contender walks around the entrance. The cost of basically finding the ideal individual to contract could be overwhelming. Business advocate, William G. Happiness names diverse, perhaps high costs at present enrolling alone: advancement, time cost of inside scout, time cost of enrolment authoritys helper in evaluating proceeds with and performing other recruitment-related errands, time cost of the individual heading the gatherings, meds screens and individual confirmations, and distinctive pre employment assessment tests. When an association makes another position, it achieves costs to make a set of desires and pay structure. In case there is no work space vacant, there may be remodelling costs or rental for an off-site work space. The new illustrative may require outside planning, especially if the new position has commitments with which no one else in the affiliation is characteristic. A couple of affiliations give their agents rigging, outfits or gadgets that must be purchased for a simply took the strip off new single person. Replacing a current representative includes two different sorts of costs quick and distorted. Quick costs are the slightest requesting to figure and join advancements, enlisting charges, sign-on prizes, pay and benefit costs. A remuneration assemble may be essential to attract qualified competitors. Indirect costs are difficult to measure. An arranged labourer takes his understanding and aptitudes with him. The affiliation will get lost benefit and there is a high potential for slips until the new labourer accomplishes the same level of capacity. The Cost of Hiring A New Employee Cost of Recruiting / Hiring for New Positions Cost of Training Cost of Salary + Benefits Cost of Workplace Integration The Break-Even Point Higher Costs Replacing an Employee Worksheet for Estimating the Cost of Hiring a New Employee Recruitment costs: Amt. Selection costs: Amt. Orientation Training costs: Amt. Help wanted ads (newspaper, radio, TV, Internet, etc.) Marketing material Video Brochures Recruitment cards Other Salaries of employees involved in development of materials Community outreach Salaries of employees who go out to groups to talk about you as an employer (including preparation time) Salaries of support employees who field phone inquiries about job openings identify the benefits of hiring Workers theyre the one thing that associations everywhere have a prerequisite for. Besides specialists, and in addition delegates who are reasonable, trustworthy, dependable, dedicated, focused, dealt with and created. Diminished work costs are an enormous benefit when acquiring more settled workers. Most starting now have security plans from previous organizations or have an additional wellspring of pay and are energetic to take sort of less to land the position they require. They understand that working for an association may be about considerably more than basically assembling a paycheck. Benefit and the conviction to give their recommendations and contemplations make more prepared authorities impeccable laborers. Their years of inclusion in the work environment accommodate them a dominating understanding of how occupations is conceivable more viably, which saves associations money. Their assurance, created as the years advanced, intimates they wont defer to confer their contemp lations to organization. Various leveled capabilities among more settled workers mean managers who get them are less slanted to be a bit of this startling detail: More than a million man hours are lost consistently only due to work environment issue. Benefits of Hiring Older Workers Experience They have the aptitude assembled from years at work and weathering business-cycle dips, organization designs and various chiefs. Their institutional data alone means firms wont have to contribute time and money reinventing the wheel. Customer service Many retailers are contracting more prepared agents because they are more truly create and can better relate to customers. Brightly, research shows verbal correspondence, notwithstanding distinctive capacities, increases with age. Customer identification A number of companies with more settled customers are utilizing more seniors because they can identify with clients necessities. Loyalty Not in any way like more young l aborers, seniors are less slanted to occupation hop. Likewise less turnover saves far reaching money. One assessment is that it costs 50 percent or a more prominent measure of a peculiars payment to question and train an alternate worker for a position Honesty Is essential among more prepared workers, whose qualities as a get-together consolidate singular respectability and a pledge to reality. Detail-oriented, focused and attentive Experts incorporate an insignificant regard that rubs off on all laborers and can save your business an incredible numerous dollars. Organizational skills Among more settled workers mean big bosses who enroll them are less slanted to be a bit of this startling certainty: More than a million man hours are lost consistently basically in view of working work environment complication. Efficiency and the confidence To confer their proposals and contemplations make more prepared workers immaculate laborers. Their years of contribution i n the work environment accommodate them a common understanding of how vocations is conceivable more beneficially, which saves associations money. Their assurance, created as the years advanced, infers they wont postpone to give their arrangements to administration. Reduced labor costs Diminished work costs are a tremendous benefit when contracting more settled workers. Most starting now have security plans from prior officials or have an additional wellspring of compensation and are prepared to take sort of less to land the position they require. They understand that working for an association could be about fundamentally more than just assembling a paycheck. Identify the risks of not hiring.

The 2nd Reich in Germany Rivaled Britain as Superpower of...

In 1871 the nation of Germany formed under the 2nd Reich. Soon after this German nation would begin rivaling the superpowers in Europe of the time. By the beginning of the 20th century, Germany under the leadership of its kaiser would challenge the British Empire for the top power in Europe. In 1914 Germany would throw its self into a war which would end in chaos for its people. The following years after brought hardships that would strike the new Weimar Republic, creating a breading ground for extremists groups. These extremist groups came from both ends of the political spectrum, and were able to push their ideas based on the fears of the middle and upper class, and the strife of the down and out working class. The party that would†¦show more content†¦The Second Reich was a militaristic society that taught order and obedience. Growing up in a militaristic society the average German was taught that to be a good German was to be a good soldier. With ideals like this it was easy for the military to gain favor among the masses. The military expansion was also used as a tool for power, glory, and expansion. Wilhelm II wanted Germany to have a policy of weltpolitik, or for Germany to be a world power. To do this he realized he needed a strong navy to colonize abroad. He sold the navy building as a national project that would benefit all Germans. By doing this he helped instill a stronger sense of national pride in the German people. He also wanted a possible expansion out east. The Naval League and the Colonial League were lobby groups created to pitch lebensraum to the people and push the naval project. Wilhelm II also thought about expanding east which would involve taking part of Russia. This part of his plan would be completed when the Russians dropped out of WWI due to revolution, all though the treaty to take this land wouldnt last long. By instilling extreme nationalism into the German people, the average German was on board with plans for nati onal power and expansion. During the time of the Second Reich attitudes of race and antisemitism started to flare in Germany. Racial overtones began to develop in Germany due to science. ThisShow MoreRelatedOne Significant Change That Has Occurred in the World Between 1900 and 2005. Explain the Impact This Change Has Made on Our Lives and Why It Is an Important Change.163893 Words   |  656 Pagescenturies are almost invariably years of little significance. But there is little agreement over when the twentieth century c.e. arrived, and there were several points both before the year 2000 (the collapse of the Soviet Union, the reunification of Germany, the surge of globalization from the mid-1990s) and afterward (9/11, or the global recession of 2008) when one could quite plausibly argue that a new era had begun. A compelling case can be made for viewing the decades of the global scramble for

Jane Lind Essay Example For Students

Jane Lind Essay Sitting in the Citicorp gallery next to Manhattans St. Peters Church, where she is directing five operas for the multicultural Magic Circle Opera Repertory Company, Alaskan-born theatre artist Jane Lind wears shoulder-length earrings made by a cousin from red bugle beads signifying life, surrounded by black beads for protection. My people always make sure that you have something from home, she comments. These earrings are to give me strength. Linds heritage is a guiding force behind her work as an actress, director, choreographer and teacher. I grew up in the Aleutian Islands in Alaska, in a culture that always had theatre, though I didnt know it was theatre then. I think I saw my first bright lights in the rocks and ash spilling up from Mount Veniaminof, the volcano near my village of Perryville. It was so dramatic we had volcanos, windstorms, the sea. Im not certain that something wasnt stirred in me very early. Also being raised as a Russian Orthodox was important, because that has such pageantry. I sang in Russian in the church choir. I have a sixteenth to a fourth of Russian in me, and my grandmother always said, You identify with everything in you. The Aleut culture and the Russian culture were very much part of my life. Lind began her professional career while a high school student at the Institute of American Indian Arts in Santa Fe, where her performance as Jo in A Taste of Honey led to the role of Rosa in Gene Frankels production of The Rose Tattoo at SMUS Greer Garson Theatre. She launched her New York career in the early 70s when she helped found the Native American Theatre Ensemble. Her cultural identity also informed her performance as Hecuba in Andrei Serbans Fragments of a Greek Trilogy, a seminal production that opened at La Mama and toured internationally in the mid-70s. Lind recalls that during rehearsals we had a person teaching us Ancient Greek, but we also used Latin and a mixture of languages. There was some Aleut in it, too, I contributed that. While playing Kate in The Taming of the Shrew at the Alaska Repertory Company in 1982, Lind had the chance to explore her growing interest in directing that dated back to her high school staging of a Native American version of Oedipus Rex. She and Dana Hart, the actor playing Petruchio, were asked to go into the schools and teach drama as a way to help children improve their educational skills and self-esteem. Eventually, they did theatre residencies in eight rural communities around the state. Through this project, Lind encountered students with tremendous personal problems; many had tried to commit suicide. A lot of the teachers, however good and caring they might be, were white, whereas I was a native person that students could identify with. In a matter of weeks, I had them doing everything. The role model was very important for them and began to cut barriers like crazy. Once I understood whom I was working with, I felt that I had to give them more time, that I must start giving something back. So Lind began working with Native Americans in Alaska to record their legends. After founding the Spirit Theatre in Bethel with Renee Patten, Lind researched Inuit legends and commissioned Dave Hunsacker to write a play based on the creation myth. The Spirits in Ad Things toured villages in southwestern Alaska and the Arctic slope, and in Fairbanks and Anchorage. She then worked with the Athabascan people, co-writing with Patten and directing The Potlatch, based on traditional legends. Potlatch is a tourist piece, she explains, a half-hour play that shows the heart, the strength and the beauty of the people. Many villages want to work so that what they present to tourists will be dignified. The way the work is done varies. Sometimes students from universities and colleges go out and tape the people speaking; sometimes I go with them, but the compiling falls to me. It is difficult to get the trust of the peoples and their elders because they have been ripped off so often by theatre or dance people who have studied their cultures and done interpretations that havent passed through the elders and have been of no benefit to the peoples. In my projects, the final step is getting the sanction of the elders, so the respect is there. The hardest battle I have to fight is that, while I am a Native American, I am a woman. They do not expect a woman to do what I do; a woman is still supposed to be home with the babies. They find that Im very disciplined and have done my research and have the highest respect, but still sometimes they say, Why should we trust you? I say, Why should you not? Dont let your stories die because Im trying to do them. You will be guilty of taking your heritage to the grave instead of sharing it with the next generation. They sometimes get very upset about how Im doing it, because I cut one part off to make the story line flow, but Im trying to go for the heart. I bring in the traditional dances, for instance, but Ill say, I cannot let you sing for ten minutes. I want only three minutes, for the essence. Your own people begin to doubt you in that process of getting to what is really theirs. After they see it, they understand. In rehearsals for The Glenn and Allen Show, a play about the rural Alaskan towns of Glenn and Allen which features Athabascan and white residents, Lind was faced with resistance from native performers who resented being moved around the stage in groups. She asked the most outspoken Athabascan to sit in the auditorium and watch: I explained why I was moving them around how it showed them always present but their lands shrinking and he said, Oh man, Jane, I didnt know this was happening. The pictures quite different from being up there. Lind, who played Chuck Connerss Inupiaq Eskimo wife for director Percy Adlon in Salmonberries, which won first place in a 1991 Canadian film festival, is constantly switching hats: For the past five years Ive been directing operas for Magic Circle, which wants me to commit more of my time. In Alaska they want me to do a professorship for a year, as well as to help many villages that want to improve tourism. Next month Lind goes into rehearsal as leading lady and choreographer for Robert Jonansons production of Black Elk Speaks, a new version of Christopher Sergels play about a Sioux holy man, originally presented at the Folger Theatre in Washington, D.C. The play opens at the New Mexico Repertory theatre in Santa Fe, and is expected to come to the Paper Mill Playhouse in New Jersey early next year. Between acting engagements, Lind will continue to work in Alaska: Beginning my career in the Native American Theatre Ensemble gave me the certainty that I could make a living acting, and also made me very proud of who I was. Eventually it also gave me the desire to go back to my people and say, Hey, we have legends that are worth remembering and recording lets look at them. Its grand to set up businesses for Native Americans, but what about the soul? To me, thats what theatre is. .u109a6a20075bbfdb2d17328c91c3d15e , .u109a6a20075bbfdb2d17328c91c3d15e .postImageUrl , .u109a6a20075bbfdb2d17328c91c3d15e .centered-text-area { min-height: 80px; position: relative; } .u109a6a20075bbfdb2d17328c91c3d15e , .u109a6a20075bbfdb2d17328c91c3d15e:hover , .u109a6a20075bbfdb2d17328c91c3d15e:visited , .u109a6a20075bbfdb2d17328c91c3d15e:active { border:0!important; } .u109a6a20075bbfdb2d17328c91c3d15e .clearfix:after { content: ""; display: table; clear: both; } .u109a6a20075bbfdb2d17328c91c3d15e { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u109a6a20075bbfdb2d17328c91c3d15e:active , .u109a6a20075bbfdb2d17328c91c3d15e:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u109a6a20075bbfdb2d17328c91c3d15e .centered-text-area { width: 100%; position: relative ; } .u109a6a20075bbfdb2d17328c91c3d15e .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u109a6a20075bbfdb2d17328c91c3d15e .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u109a6a20075bbfdb2d17328c91c3d15e .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u109a6a20075bbfdb2d17328c91c3d15e:hover .ctaButton { background-color: #34495E!important; } .u109a6a20075bbfdb2d17328c91c3d15e .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u109a6a20075bbfdb2d17328c91c3d15e .u109a6a20075bbfdb2d17328c91c3d15e-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u109a6a20075bbfdb2d17328c91c3d15e:after { content: ""; display: block; clear: both; } READ: Israel Horovitz Essay

Poetic Elements in Sandesakavya Essay Example For Students

Poetic Elements in Sandesakavya Essay Inasmuch as, the theories adumbrated by it are applicable to all literatures and it is possible to evaluate any specimen of poetry y applying the norms set forth by Sanskrit poetics. Sanskrit poetics considers Rasa as the core of poetry and art. While analyzing the poetic elements it says that, all the elements in poetry like the literary embellishment or the literary excellence, the style or the technique are to be incorporated, keeping an eye on the emotive content or the Rasa of paramount importance. Scandinavians Scandinavians are also first originated in Sanskrit. In the text figured, one can see the archetypes of Scandinavians in the sending of Sahara to Pains by Indri. The idea of conveying messages through messengers is found here. In saved fire is considered as a messenger. He carries Haves offered by the poet seers of Vivid period to the gods. So the fire is sometimes designated as Devastated. In Epic and Purists, there are references of sending messages between lovers. In Armys there is a reference that Irma is sending message to Scat through Hangman. In the Inhabitant, it is described that Nah sends a message to Dominant through a swan. Again in the tenth Sandra of Baghdad, Oz?as sends a message to the Goops through Dhabi. Thus in the puritans also, there are references of sending Sanders. In Mezzanine, Killings developed the idea of message into the sublime form of a beautiful lyric poetry. He selected Maintained meter to express the emotions deeply. Mezzanine is a model for later Scandinavians. The message sent by Yak?a from Arming to his wife at Kaka through a cloud is the theme of Mezzanine. The separation of lovers is either by fate or by mistake and the deep pain of separation of the hero is conveyed in the form of message to his lover through an object or a person. This is the common character of Scandinavians. Viral?abash girl is the main sentiment. Main Sentiment in Scandinavians As mentioned earlier, the main and distinguishing sentiment in message poem is Viral?abash girl. There are two types of Viral?bah. Pervasively?bah and Authoritarian?bah. Authoritarian?bah is mostly used in message poems. But religious poets who wrote Scandinavians tried to make the main sentiment Backbit instead of Viral?abash girl. The influence of Backbit movement caused a vital change in the character of Scandinavians. Before that time there was a trend that only Viral?abash girl is functional as the main sentiment in Scandinavians. Later the Backbit became paramount and prime sentiment in some of these types of works. At that time people were fascinated in Scandinavians than any other poetic representations. For example the Handedness of Perspiration is written for religious propagation. Backbit had an important position in these works and it influenced many Sanskrit poets, later. Apart from Oz girl and Backbit, another sentiments also find place in Scandinavians. Dominica in Statisticians, Karakas, in Czechoslovakian of Eve ski%gray and Vitally in Spontaneity of OKrattail SankI are some examples. Hero and heroine in Assassinated. The hero and heroine can be of mere figments. As far as the merit of a Aka is concerned the reality of the hero or heroine is not of much concern. Killings has portrayed the inner feelings of the burning heart of the separated lovers, in a most touching manner giving it the form of an immortal lyric. Legends say that Killings had suffered compulsive separation from his lover and his personal experience gave birth to the Assassinated. If we do not believe in this legend we can think that the hero and heroine are mere imagination. As far as the merit of a Aka is concerned satirical truth and real incidents are immaterial. A poet may compose a Assassinated imagining himself as the hero, taking a hero from Prussic or legendary episodes or taking some other imaginative heroes. .u4dacb7e16ba0185eb6df93aeb697426d , .u4dacb7e16ba0185eb6df93aeb697426d .postImageUrl , .u4dacb7e16ba0185eb6df93aeb697426d .centered-text-area { min-height: 80px; position: relative; } .u4dacb7e16ba0185eb6df93aeb697426d , .u4dacb7e16ba0185eb6df93aeb697426d:hover , .u4dacb7e16ba0185eb6df93aeb697426d:visited , .u4dacb7e16ba0185eb6df93aeb697426d:active { border:0!important; } .u4dacb7e16ba0185eb6df93aeb697426d .clearfix:after { content: ""; display: table; clear: both; } .u4dacb7e16ba0185eb6df93aeb697426d { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u4dacb7e16ba0185eb6df93aeb697426d:active , .u4dacb7e16ba0185eb6df93aeb697426d:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u4dacb7e16ba0185eb6df93aeb697426d .centered-text-area { width: 100%; position: relative ; } .u4dacb7e16ba0185eb6df93aeb697426d .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u4dacb7e16ba0185eb6df93aeb697426d .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u4dacb7e16ba0185eb6df93aeb697426d .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u4dacb7e16ba0185eb6df93aeb697426d:hover .ctaButton { background-color: #34495E!important; } .u4dacb7e16ba0185eb6df93aeb697426d .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u4dacb7e16ba0185eb6df93aeb697426d .u4dacb7e16ba0185eb6df93aeb697426d-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u4dacb7e16ba0185eb6df93aeb697426d:after { content: ""; display: block; clear: both; } READ: Poetry analysis EssayWhen a poet composes a Aka making himself as the hero, or taking some historical person, after the passage of some years, a researcher may try to connect the incidents in the Aka by alluding some historical aspects. Importance of Snakeskins However the Assassinated branch reveals many historical events. Of is possible to construe the history of ancient times from these Scandinavians. Works from different periods shows the routes and existence of certain kingdoms. Battle between kings and countries are mentioned in these Scandinavians like any other historical work. A lot of geographical references can be found in Scandinavians. Generally mountains, rivers, place names etc. Are considered as geographical features. The geographical part comes on the route described by the sendoff the message. It falls generally in the Pervade part. Mountains, places, rivers, forests, waterfalls and such things are mentioned while describing the route, through which the messenger has to travel. Historically also these are significant. Some features described in the earlier Scandinavians become changed in the later period. For studying the history these Assassinated help to find out the period and age of the certain kingdoms. One can understand the changes happened in the surface features by the deep study of this branch of literature. The most important part in Assassinated in the route described in the work. The poet must be very careful in this aspect. Poetic imagination is the beauty of poetry. But without knowledge of these places, the descriptive parts of the work become a total failure. Fortunately most of the poets describe the route with the help of their own experience and so it corresponds to reality. Definition of Assassinated Sanskrit opticians defined Manikin, Asks;savvy, Purism, Disrepair Etc. Some definitions of Massive are applicable partially to Scandinavians. But there is no such a total definition for Assassinated in the Sanskrit poetic treatises. Even opticians like Baja have not defined Assassinated. There is an interesting feature regarding the early commentaries on the Suzanne. The commentators have divided the poem into 12 sections and the commentaries Dartmouth explains the visions by pointing out the stanzas included under each of them. According to him representations For example the religious propagation Backbit had influenced many Sanskrit poets, la sentiments also find place In Send Slandering dove glittery and some examples. Hero and heroine The hero and heroine can be of m concerned the reality of the hero ( portrayed the inner feelings of TFH touching manner giving it the for suffered compulsive separation FRR; to the Sanded. Hyde. If we do not and heroine are mere Imagination historical truth and real Incidents imagining himself a! Episodes or taking some other MIM aging himself as the hero, or take some years, a researcher may try some historical aspects. Important However the Assassinated branch construe the history tot ancient tin periods shows the routes and exes and countries are mentioned in TTT lot of geographical references can rivers, place names etc. Are iconic part comes on the route describer the Pillar part. Mountains, places, mentioned while describing the RCA Historically also these are sling SandsAK;Vass become changed IR Sanded;kayak help to find out the understand the changes happen The most important part in Sara poet must be very careful in this a But without knowledge of these Pl total taller. Fortunately most of TTL own experience and so It correspond Sanskrit opticians defined Ma definitions of Miasmas are apple such a total definition for Sanders opticians like Banjo have not defy[ regarding the early commentaries divided the poem into 12 sections divisions by pointing out the stamp these divisions can be applied to any message Poe ?divinity (Introductory statement), Adjudicatory Versa saddening (Assigning the route), Prevaricator destination), Indiscriminating (Identification of Priyisannivezavimarzanam (Narration of the state a .u8b07805d2995904df2320564986deb3b , .u8b07805d2995904df2320564986deb3b .postImageUrl , .u8b07805d2995904df2320564986deb3b .centered-text-area { min-height: 80px; position: relative; } .u8b07805d2995904df2320564986deb3b , .u8b07805d2995904df2320564986deb3b:hover , .u8b07805d2995904df2320564986deb3b:visited , .u8b07805d2995904df2320564986deb3b:active { border:0!important; } .u8b07805d2995904df2320564986deb3b .clearfix:after { content: ""; display: table; clear: both; } .u8b07805d2995904df2320564986deb3b { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u8b07805d2995904df2320564986deb3b:active , .u8b07805d2995904df2320564986deb3b:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u8b07805d2995904df2320564986deb3b .centered-text-area { width: 100%; position: relative ; } .u8b07805d2995904df2320564986deb3b .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u8b07805d2995904df2320564986deb3b .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u8b07805d2995904df2320564986deb3b .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u8b07805d2995904df2320564986deb3b:hover .ctaButton { background-color: #34495E!important; } .u8b07805d2995904df2320564986deb3b .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u8b07805d2995904df2320564986deb3b .u8b07805d2995904df2320564986deb3b-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u8b07805d2995904df2320564986deb3b:after { content: ""; display: block; clear: both; } READ: Enduring Love Essay PaperPriyinyatipattisambhaivani (Supposition of change Pusillanimitys (Supposition of her different MO the message), Scandinavian (The actual mesas identification), preliminary?panama (The con Before proceeding to explain each of these with Dartmouth states that these can be made apple including the Mezzanine. ?divinity (Introductory statement): in this are and theme of the poem (example in Suzanne t Dysfunctional(Commissioning the messenger): and gives gifts and talks about the sadness of hero prayers to him taking the message of hero and go t in Suzanne Look 1. -15).

Personal Connection to Characters free essay sample

We had food, a home, and clothes. Did poor people have homes, food to eat, and clothes on their back? Troy continued to explain how Mom and Dad were still paying for the house in Michigan as well as the one in Oakwood. â€Å"But we don’t live there anymore. Why do we still pay for it? † I asked, still very confused and becoming more concerned by the second. Troy told me he didn’t know. It took my family 18 months to sell our house in Michigan and it has impacted us financially ever since. That was a speed bump we weren’t expecting. Financial issues aren’t the only things that can be unexpected and difficult. There are emotional speed bumps too. When my family moved back to Ohio I felt like my world was collapsing in on me. I was 3 years old when we moved to Michigan, so everything that I really knew and remembered was in Michigan. We will write a custom essay sample on Personal Connection to Characters or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page My house, my friends, school, parks†¦ everything. I was seven years old when I was told that everything that I knew was going to change in less than a month. That’s a big change for someone of that age. My first few days at Smith Elementary were rough. I didn’t know anyone and I didn’t know my surroundings. After a year of being at Oakwood I was familiar with the school and town. But I still felt out of place. I made friends but I didn’t make any strong connections with anyone. As the years went on I moved from group to group. Once Junior High started I was lonely. I had tried the cliques, gotten in trouble because of them; and I was still alone. That year was full of nights with tears. When my brother left for college at the end of my 7th grade year I was devastated. He was my best friend. How was I suppose to last without him? Well truth be told, I didn’t. My grades began slipping; I went from being a straight A student to B’s and C’s. Along with that I began lying frequently and getting in trouble. I was lost and confused. Being 13, I was tried of being miserable and disappointing everyone around me. 8th grade year was a big improvement. And things have continued to get better and better as time goes on. Until that time though, I understood, and I still understand, the hardships of life. Even though learning all the valuable lessons I learned were difficult, I’m grateful that I experienced what I did. My past has made me who I am and allows to have a better understanding of the world. Tess had difficult life experiences as well that helped her grow as a person. Everyone must endure some hardships in order to truly understand and enjoy the joy of life.

Environmental Impact Of Shipping Essay Example

Environmental Impact Of Shipping Essay Example Environmental Impact Of Shipping Paper Environmental Impact Of Shipping Paper It was tasked with evolving the technical basis for the reduction mechanisms that may form part of a future IMO regime to control greenhouse gas emissions from international shipping, and a draft of the actual reduction mechanisms themselves, for further consideration by Amos Marine Environment Protection Committee (MOPE) Ballast water Ballast water discharges by ships can have a negative impact on the marine environment. Cruise ships, large tankers, and bulk cargo carriers use a huge amount of ballast water, which is often taken on in the coastal waters in one region after ships discharge wastewater or unload cargo, and discharged at he next port of call, wherever more cargo is loaded. Ballast water discharge typically contains a variety of biological materials, including plants, animals, viruses, and bacteria. These materials often include non-native, nuisance, invasive, exotic species that can cause extensive ecological and economic damage to aquatic ecosystems along with serious human health problems. Sound pollution Noise pollution caused by shipping and other human enterprises has increased in recent history. The noise produced by ships can travel long distances, and marine species who may rely on sound for their orientation, immunization, and feeding, can be harmed by this sound pollution The Convention on the Conservation of Migratory Species has identified ocean noise as a potential threat to marine life. Wildlife collisions Marine mammals, such a whales and manatees, risk being struck by ships, causing injury and death. For example, if a ship is traveling at a speed of only 15 knots, there is a 79 percent chance of a collision being lethal to a whale. [9] One notable example of the impact of ship collisions is the endangered North Atlantic right whale, of which 400 or less remain. The greatest danger to the North Atlantic right whale is injury sustained from ship strikes. [9] Between 1970 and 1999, 35. 5 percent of recorded deaths Were attributed to collisions. [l O] During 1 999 to 2003, incidents of mortality and serious injury attributed to ship strikes averaged one per year. In 2004 to 2006, that number increased to 2. 6. [11] Deaths from collisions has become an extinction threat. [1 2] Atmospheric pollution Exhaust gases from ships are considered to be a significant source of air pollution, both for conventional pollutants and greenhouse gases. There is a perception that cargo transport by ship is low in air pollutants, because for equal weight and distance it is the most efficient transport method, according to shipping researcher Amy Bows-Larkin. 1 3] This is particularly true in comparison to air freight; however, because sea shipment accounts for far more annual tonnage and the distances are often large, shippings emissions are globally substantial. [1 3] A difficulty is that the year-on-year increasing amount shipping evenness gains in efficiency, such as from slow-steaming or the use of kites. The growth in tone-kilometers of sea shipment has averaged 4 perceptually since the sass. [14] and it has grown by a factor of 5 since the sass. 3] There a re now over 100,000 transport ships at sea, of which about 6,000 are large container ships. [13] General requirements for pollution prevention in the marine environment Most international regulations on marine pollution come from the 1 973 International Convention for the Prevention of Pollution from Ships (AMORAL), which was updated in 1978. AMORAL was developed by the International Maritime Organization (l MO) and is aimed at preventing and minimizing pollution from ships both accidental and from routine operations. There have been a number Of amendments to the Convention since it was first produced, and AMORAL now has six technical annexes covering marine pollution by: oil noxious liquid substances carried in bulk harmful substances carried in packaged form sewage from ships garbage from ships air pollution from ships Prevention of marine pollution by garbage and sewage The disposal of garbage and sewage from ships is a major environmental issue, and Annexes IV and V of the International Convention for the Prevention of Pollution from Ships were developed to address this. Within the KICK, Merchant Shipping (Prevention of Pollution by Garbage) Regulations 1 998 were developed to address this and were updated in 2008 to reflect changes add to the system internationally. You can [download MGM 385 (M+F) Guidance on the Merchant Shipping (Prevention of Pollution by Sewage and Garbage from Ships) Regulations 2008(HTTPS://www. Gob. Westernmost/ publications/ MGM n -385-prevention-of-pollution-by-sewage-and-garbage-from- ships-regulations-2008) under these Regulations: every ship of 12 meters or more must display placards informing crew and passengers about disposal ARQ reorients for garbage every ship of 400 gross tones or certificated for 1 5 passengers or more must have a garbage management plan and maintain a garbage record book The Regulations also pacify that vessels covered by the regulations must have at least one of the following: a sewage treatment plant which complies with the Merchant Shipping (Marine Equipment) Regulations 1 999 a sewage commutin g and disinfecting system, with facilities for temporary storage of sewage a holding tank for the retention of sewage which has sufficient capacity and has a visual indicator of the amount of its contents Air pollution and ozone-depleting substances Air pollution from ships, and in particular the emission of sulfur and nitrogen compounds (SOX and Knox) and ozone-depleting substances (ODDS) is trickily controlled by regulations that implement the International Convention for the Prevention of Pollution from Ships (AMORAL) and its various annexes and protocols. AMORAL Annex VI, which is specifically about air pollution, has 19 separate regulations, as well as a Code for controlling nitrogen oxide emissions.

Pancreatic Cancer Research Paper Example | Topics and Well Written Essays - 500 words

Pancreatic Cancer - Research Paper Example One certainty about cancer is that it is characterized by uncontrolled cellular growth, which occurs as a result of the cells being unable to regulate the mitotic cycle, thus often resulting in tumors, or massive cancer cell bodies, in the affected areas of the body. The pancreas is an organ in the body, which is designed to help break down fats, which are ingested as food. It is also responsible for the secretion of Insulin, which is a hormone responsible for helping regulate sugar levels within the body. There has been research, which has shown that there are some genetic factors that make a person more predisposed to the development of cancer. In addition, as a person ages, the risk for developing pancreatic cancer increases. Smokers and people suffering from obesity are also at an extreme risk of developing pancreatic cancer. At first, like most cancers, the development of the cancer can go unnoticed. Some symptoms of the development and presence of pancreatic cancer can include pain in the abdomen, jaundice, nausea, changes in weight, fatigue, and a host of other symptoms. Once these symptoms have started, there are a few ways that doctors and medical practitioners use in order to identify if a person has pancreatic cancer.

Movie Report over Good Fellas for Organized Crime class Essay

Movie Report over Good Fellas for Organized Crime class - Essay Example Plot summary The protagonist, Henry Hill ignores his father’s advice and decides to lead the life of a gangster. Henry joins a gang and his life as a gangster helped him to be independent. Paul "Paulie" Cicero (leader), Jimmy "The Gent" Conway and Tommy DeVito (associate members) are the members of Henry’s gang. Air France Robbery (1967) was Henry’s first robbery in his life as a criminal. Henry’s relationship with Karen (his wife) and Janice Rossi proves to be unsuccessful. Henry’s life as a criminal includes the murder of Billy Batts. Later, Henry’s gang leader asks him to conduct a crime in Florida but almost all the members got arrested. Gradually, Henry began to ignore the leader and indulged in more serious crimes. Later, Henry was imprisoned for his involvement in drug trade. This incident deeply influenced him and he decided to change his life. But other members of Henry’s gang (Paul Cicero and Jimmy) were not ready to change a ccording to the situation. Discussion: The discussion includes theme, message, genre and portrayal of life in the film. A. Theme As pointed out, the film’s theme is interconnected with organized crime and it’s after effects. ... To be specific, Henry was able to identify that imprisonment and drug addiction were the byproducts of organized crime. This deeply influenced him and his decision to keep away from the life of a gangster was based upon this self-realization. On the other side, other members of Henry’s gang were not ready to realize their mistake and were forced to be imprisoned. This is the basic difference between Henry and the other members of his gang. B. Message The director makes use of the protagonist (Henry Hill) as a mouthpiece to communicate with the viewers and to convey his message on criminal instinct and organized crime. The director portrays Henry’s life through the perspective of an onlooker. Within this context, one can easily identify that Henry’s life is symbolic of criminal instinct and redemption in the end. In the beginning of the film, Henry’s decision to join the gang changes his life. His decision was based on his attraction towards the life of a g angster, especially a life with independence and thrill. Gradually, he came to realize that the drawbacks in his life are interconnected with his decision. For instance, he was not able to maintain his relationship with Karen (his wife) and Janice Rossi and was forced to face imprisonment for a number of times. In short, the protagonist’s life represents the director’s opinion on criminal instinct and organized crime. C. Genre One can easily identify that the film Good Fellas by Martin Scorsese represents gangster movie genre. To be specific, gangster movies portray the life of gangsters who represent the darker side of human life with criminal instinct. Besides, gangster movies provide ample importance to violence and crime. In the film, the director provides ample

Securities regulation Essay Example | Topics and Well Written Essays - 250 words - 1

Securities regulation - Essay Example As such, it reduces the events of unwarranted lawsuits. Additionally, the regulation is perceivably accurate, owing to its elimination of unjustifiable errors. However, there may be events of complexity in the preparation of financial statements emanating from this procedure. Besides, the principles-based regulations usually employ the commonly conventional accounting principles as their accounting foundations. Set objectives aid in the creation of accurate financial records. There is usually an example that serves as a guideline in the preparation of such financial statements. A significant merit in this principle is the fact that it may be applicable in the effortless creation of financial records in numerous accounting circumstances as opposed to its rules-based counterpart. However, its key setback may emanate from its lack of uniformed guidelines, thereby producing inconsistent information, thereby making it difficult in the comparison of dissimilar organizations. Besides, in cases of litigation, the accountants may compel themselves into unwarranted legal

Service Quality in ICBC

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