Environmental And Social Factors During Adolescence

Environmental and social factors during adolescence definitely have an effect on how an adolescent develops. Whether it is through parenting styles, the environment an adolescent grows up around or the people an adolescent is associated with. Research done by Bratlien et al (2014) suggests that environmental factors during adolescence can be associated with later development of psychotic disorders. This study suggests that a decrease in social support, cognitive functioning and problems or stress within family life all relate to the development of a psychotic disorder. Surveying adolescent’s fifteen to sixteen year olds with and without a psychosis disorder tested this hypothesis. Testing was done for this study by questioning the†¦show more content†¦The method that they used to test this hypothesis was by testing 268 participants; ages 8-25 in order to see what differences in development as to feedback learning consisted at different ages. The participants were take n from schools and communities that were local. The feedback learning task that participants performed was done while the participant was getting an MRI. The participants were instructed to look at a screen where they were shown three boxes, given a stimulus and asked to sort each stimulus to the correct square. If they put the stimulus in the correct box they would get positive feedback which was a plus sign in that box or negative feedback which was a negative sign in their box. There were 15 sequences in total for the participant to do. Results from this study showed that in general all participants had a high learning rate and there was no difference between male and female. Participants of the same age group all had around the same learning abilities. Learning abilities increased as age increased as well. It was also noted that as adolescents age the frontoparietal network becomes more activated in response to feedback during learning. It was found that activity in dorsolateral prefrontal cortex (DLPFC) , superior parietal cortex (SPC) , and pre-supplementary motor area (Pre-SMA) /anterior cingulate cortex (ACC) afterShow MoreRelatedAdolescence : The Transitional Period Between Childhood And Adulthood1549 Words   |  7 PagesThroughout these stages come happiness, sadness, and excitement. Adolescence is the time where we may have had the best times and the worst times while going through the stage of life. Adolescence is the time when young adults begin to change mentally and physically. During this stage of life, adolescents are introduced to many things such as the changing of the body, interest in different people, and trying to find themselves. When adolescence occurs they will experience puberty, growth spurts, developmentRead MoreThe Debate Of Nature Vs Nurture1364 Words   |  6 Pagesthat all genes, and hereditary factors, influences an individual in terms of their physical appearance to their personality characteristics (Cherry, 2017). Convers ely, the nurture theory argues that all environmental variables impact who individuals are, including early childhood experiences, how individuals were raised, social relationships, and surrounding culture (Cherry, 2017). However, people are born neither â€Å"good† nor â€Å"bad†, but they are a product of their social and psychological traits, influencedRead MoreTitle: Enhancing Education For Sustainable Development1034 Words   |  5 Pageseducation for sustainable development during adolescence Studies show that people experience a dip in interest and concern about environmental problems during their adolescent years (age 13-17). However, there is a lack of information on whether this dip applies to the other two dimensions of Sustainable Development (SD) i.e. social and economic, as well. This study examined changes in the broader concept of Sustainability Consciousness (SC) throughout adolescence. SC is defined as â€Å"a composite of knowingnessRead MoreSuicide Is The Third Leading Cause Of Death1191 Words   |  5 Pages Suicide is the Third Leading Cause of Death in Adolescence Connie Yonn West Coast University Suicide behavior arise in adolescence, a period when significant mood and disturb behavior preoccupied with death (Stoep, 2009). Teen suicide rates are disturbing and have been increasing in the current years base on statistic (Croft, 2016).  The increasing number of teen suicide have cause awareness and brought attention to observance in teen suicide (Croft, 2016). It is said to be the third leading causeRead MoreMiddle Childhood and Adolescence1048 Words   |  5 PagesMiddle Childhood and Adolescence Kierra Williams PSY/280 October 30, 2012 Mara Husband Middle Childhood and Adolescence Middle childhood is the period of life that occurs between the ages 7 and 11. During these times of children lives they are in school and are making many different friends, and their cognitive and physical skills are enhancing. On the other hand, middle childhood period normally introduce individuals into new sets of challenges; not only for the child but for the parentsRead MoreA Research Study On Social Anxiety1462 Words   |  6 PagesThis review is conducted with the purpose of providing detailed summary of available research literature about social anxiety in adolescent and to further explore the literature supporting cognitive behavioural therapy for the treatment of social anxiety disorder in adolescent. As in literature, three processes describe the adolescent development and these are termed as biological, cognitive and socio-emotional (Santrok, 2001). Biological process states that every individual has a unique and matchlessRead More The Developing Adolescent Essay1402 Wo rds   |  6 Pageshave been made about human growth. In this way, developmental theories provide a framework for explaining the patterns and problems of development (Berger, 2008 p33). Adolescence represents one of the most critical developmental periods in life. It is a time of profound changes on all levels. The importance of both family and peers during these years is also discussed. The relationship between adolescent and his or her family are very important in the adolescents ability to develop through these yearsRead MorePhysical and Cognitive Development1246 Words   |  5 Pagesdevelopment in adolescence from 12 to 18 years of age. This part of the developmental stage has many factors that affect the physical development as well as the cognitive development in adolescence. In addition to influences of physical and cognitive development this paper will also focus on the hereditary and environmental influences that make up this stage in life. This stage in the life span is considered the time when a person moves from the childhood stage into the adulthood stage. During this timeRead MoreEnvironmental Factors Of Juvenile Delinquency988 Words   |  4 PagesDuring a child’s development many environmental factors can affect a child’s behavioral outcome. Knowing this, what environmental factors cause juvenile delinquency? â€Å"Each year, approximately 1.5 million adolescents are arrested in the United States, most are repeat offenders, and, in 2008 one in eight violent crimes was attributed to juveniles† (Leverso, Bielby, Hoelter, 2015, p 1). Understanding the environmental causes of juvenile delinquency allows society to better protect children from becomingRead MoreChildhood Obesity. Childhood Obesity Is A Growing Problem1085 Words   |  5 Pagesseveral behavioral and environmental factors that affect childhood obesity as a health problem. It’s important to identify a problem, examine how behaviors can be changed, and find various determinants that may influence specific behaviors in order to implement an intervention to combat the health problem being addressed. Children tend to have a sedentary lifestyle modeled by parents, have low energy, and live in areas that have no places to exercise or play which all are factors towards childhood obesity

Book Review of the Jungle Essay examples - 751 Words

Book Review on The Jungle As in any classic novel, there are several themes that contribute to the betterment of the story. However, the most prominent seems to be that capitalism is the root of the evils in the world, and socialism is the only cure. In my opinion, this is an excellent theme, because Sinclair truly persuades the reader into the belief that socialism is far superior to capitalism. He creates a sort of propaganda for the cause of socialism. The theme is developed subtly. The author introduces the idea of socialism in chapter 28, when Jurgis just happens to stumble upon a socialist meeting. Upon entering, he initiates his (and the readers’) intrigue into the world of politics. This method is successful, because the†¦show more content†¦All of this corruption, used literally to describe the horrid conditions in the factories and slaughter houses, is symbolic of the damaged capitalist government. Again, Sinclair uses subtleties to convey his political thoughts, and in my opinion, this helps to draw the reader to his side of the argument. Upon first glance, the reader may assume that this takes place during the Great Depression of the 1920s, due to the rampant poverty and the widespread competition for jobs. However, with further research we learn that this book was written by Upton Sinclair in 1906. Therefore, we must assume that this story takes place some time in the early 1900s. This book does go into depth over a time period of a few years, but it also gives a panoramic view of history at the same time. The few years in this book represent a great number of years, all the way through the Great Depression. In fact, these years are symbolic of life in the United States from the early to mid 1900s. The situation Jurgis was in, being a new immigrant without a means of making money, was probably shared by many other Americans during his time. This book truly places us in the time period. The author does a great job of drawing in and involving the reader. Howe ver, I’m curious as to why Upton Sinclair didn’t take a more proactive approach to put forth his ideas on socialism. Instead of publishing a fictional novel about theShow MoreRelatedThe Jungle Analysis1641 Words   |  7 PagesCorruption, lies, adultery, politics, and death are all topics addressed in Upton Sinclair’s 1906 novel The Jungle. The book reveals the atrocities that occurred during the early 1900’s in Chicago’s cruel and disgusting meatpacking district. The Jungle chronicles the struggle of a Lithuanian family that came to America with dreams of making their riches and passing it on to their descendants. Analysis of the novel reveals a recurring theme of how desperation makes people do horrible things such asRead MoreThe Jungle by Upton Sinclair 792 Words   |  3 PagesCritics often argue that Upton Sinclair, author of many classic American novels including The Jungle, was cynical and bitter even. However if one were to dig just a bit deeper they may realize that Sinclair was spot on in his idea that this â€Å"American dream† that our country sells is actually a work of fiction. In his book The Jungle, Sinclair, points out the flaws of the American dream. Many immigrants traveled thousands of miles aboard, cramped, disease infested, ships with hope of coming to thisRead MoreBook Review - Fighting Invisible Tigers Essay1289 Words   |  6 PagesClass - FYBA Subject- Psychology Semester- I Topic- Book Review Name of the Book - Fighting Invisible Tigers: A Stress Management Guide for Teens INDEX 1. Acknowledgement 2. Book Review 3. References ACKNOWLEDGEMENT I would like to thank my Psychology Professor, Ms. Rohina, for giving me the opportunity of doing a project which has inculcated a sense of Stress Management in me. Also I would like toRead MoreUpton Sinclair s The Food Industry958 Words   |  4 PagesThe childhood Upton struggled through with family and financial problems only made him strive to change the conditions of America in his writing. Sinclair’s writing started to become very eminent in the early 1900’s, and by the age of 16 his book The Jungle changes the food industry forever. In 1905 Sinclair was hired to work in â€Å"Packingtown† Chicago for a meat processing company for a pay of $500 ( $13,513.51 today’s money) (Upton Sinclair Hits Readers in the Stomach). For two months Sinclair workedRead MoreA Chemy Called Al By Wendy Isdell1197 Words   |  5 PagesOne : In chapters one and two, the reader is introduced to a teenage girl who goes by the name of Julie. Julie s life is filled with many adventures. She is very inquisitive and is always one to turn to critical thinking. From the beginning of the book, the reader can instantly connect concepts from the opening chapter with science, especially chemistry/physical science. The power is out at her home as she is trying to finish some of her homework assignments. It is with her critical thinking insightsRead MoreEssay about The Rise and Fall of Henry Ford’s Forgotten Jungle City.965 Words   |  4 PagesCitation: Grandin, Greg. Fordlandia: The Rise and Fall of Henry Ford’s Forgotten Jungle City. New York: Metropolitan, 2009. Book Review: Fordlandia Henry Ford tried to make a rubber plantation in the Brazilian Amazon jungle. He wanted his own supply of rubber so that he can make his own tires and hoses for his own cars since raw materials to make rubber were monopolized by European countries in those days. So he made his own American factory town by buying over 2 million acres of land in theRead MoreThe Jungle By Upton Sinclair1155 Words   |  5 Pages8/10/17 The Jungle By Upton Sinclair Book Review The working conditions in the US in the 20th  century were diffcult since workers had to struggle to survive on the daily bases.The Jungle written by Upton Sinclair does not only highlight the life of American workers but also uncovers the infleunce of capitalism in the US, where workers and employees were destined to fight for a living, while the upper-class reaped the benefits of national wealth.The Jungle gives many examples of theRead MoreWGU Lesson Plan Format 0913 2ndPlan Essay825 Words   |  4 PagesObjective(s): To teach students words can be recognized by beginning sounds and ending sounds in context. Students will display this knowledge through demonstration to the teacher. MATERIALS AND RESOURCES Instructional Materials: The book â€Å"Over in the Jungle – A Rain Forest Rhyme.†, A Document Camera, Student check sheet to evaluate each students word recognition level. Computer connected to projector. Resources: Teachers – Shawn Amy Hardy – YouTube video https://www.youtube.com/watch?v=_pRczvC7aNIRead MoreUpton Sinclair and His Influence on Society Essay1552 Words   |  7 Pagesworks such as The Jungle, King Coal, Oil!, and Boston. His work reflects socialistic views and he achieved worldwide recognition extremely easily. He influenced society through the publication of The Jungle, which led to the Pure Food and Drug Act of 1906. He also responded to other peoples criticism of his works through letters and articles and wrote numerous influential novels about things that were happening during the time period he lived. The publication of The Jungle influenced many peopleRead MoreThe Heart Of Darkness By Joseph Conrad1166 Words   |  5 Pagestook place in the Belgian Congo through Marlow’s perspective. In this book, the author portrays the European ideas of civilizing Africa as well as the ideas of imperialism and racism. Although Conrad refers darkness many times in the book, especially in the title, he did not give any clear statement what the darkness was and what aim is he approached by the use of darkness. Through the research, related texts which are the reviews of Heart of Darkness, the arguments arise among the critics about the

Customer Satisfaction Free Essays

1. Do right things and do it right first time. This Total Quality Management Principle means that in work , one must be effective enough to do what is right. We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now A person must produce quality work, not just an ordinary work that would affect an ordinary experience, but something that will cause you to be productive enough. Do the right things and do it the first time reflects that a person is obliged to do what is right or just and once you do it, do it like you’ve never done it before. Do it like it is your first time to do such, why? Because once you do something like it was your first, you’ll give your one hundred and one percent of effort to it because you wanted an assurance of success. Example, your manager gave you a project, he had entrusted you this project so you have to give your best efforts to it. What you have to do is give your best while you’re doing it. This only proves that you deserve to have this project and soon your boss will entrust more projects to you and maybe give you a higher position for doing a great job. 2. Management by walking around. Another Total Quality Management principle is management by walking around. For me this means continuous improvement on what you’re doing plus respect and teamwork all throughout. Management is not just about being the leader and leading your subordinates but being a good subordinate as well. It’s best for a leader if he/she is also a good follower. As they say, a good leader is a good follower. When you learn to be a good leader you also learn how to pay respect to others. Giving respect is very much important in the industry. You can’t stay long in your work if you won’t give and take respect. It’s like a mutual relationship that you have to develop in order to love your work. One must also have a strategic approach to improvement. One must not be settled and contented in being developed, because one must continue having productivity with his/her work. This will bring good effects in his/her work, because work is not just about going there everyday and doing the same old things because productivity and development will not surely go their way. How to cite Customer Satisfaction, Papers Customer Satisfaction Free Essays Whether the buyer is satisfied after purchase depend on the offers performance inrelation to the buyer expectation. In general satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a products perceived performance relation to his/her expectations. If the performance falls short of expectation, the customer is dissatisfied. We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now If the performance matches the expectationcustomer is satisfied. If the performance exceeds the expectation the customer ishighly satisfied. Customer satisfaction cannot be very difficult. After all you either satisfied with theservices you receive or you are not. If you don’t you are not. If it is that easy, thenobtaining people’s opinion about how satisfied they are with relatively straightforward matter- or is it?. Customer satisfaction is a marketing tool and a definite valueaddad benefit. It is often perceived by customers as important as the primary productor service your organisation offers. It looks at what is involved from 3 different angles, the first is from the view of anorganisation wishing to understand, and measures, how satisfied its customer are withthe products and services they receive from it. The second is from the perspective of aresearch agency that has been asked to obtain feedback from customers and abouttheir experiences when dealing with companies. Finally it considers the issue from the perspective of consumers who participate in surveys, including both businesscustomers and members of general public. Customer satisfaction is a business term, is a measure of how products and servicessupplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and part of the four prospective of balancedscore card. IN a competitive market place were businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key elementof business strategy customer satisfaction drives successful private sector business. High performing businesses have developed principles and strategies for achievingcustomer satisfaction. This paper presents a framework or set of ideas for usingcustomer satisfaction principles and strategies to improve the quality responsiveness,and possibility of public sector privately provided services in vulnerable communities. The framework suggested that resident who live in tough neighbourhoods can besupported through customer satisfaction strategies to become empowered individuals How to cite Customer Satisfaction, Papers Customer Satisfaction Free Essays Part 1: Customer Satisfaction and Loyalty Definition of Consumer Satisfaction: The satisfaction of customer is considered as the popular topic at the practice on marketing and the research as academic in view of the fact that the primary study of Cardozo’s (1965) on the effort of customers, their expectations and along with the satisfaction of them. In spite of taking many attempts for measuring and explaining the satisfaction of customer, there is not so much consensus conducting in relation to the definition of the satisfaction of customer (Giese and Cote, 2000). The typical definition of customer satisfaction can be provided as the evaluative judgment of post consumption in relation to the certain product or service (Gundersen, Heide and Olsson, 1996). We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now It is considered as the outcome of the process of evaluative through which expectations of pre purchase are contrasted with performance perception in the time of or after the experience of the consumption (Oliver, 1980). The concept of the satisfaction of the customer is considered as the concept as most widely recognized which is based on the theory of expectancy disconfirmation (McQuitty, Finn and Wiley, 2000). Oliver developed the theory which proposes that the level of satisfaction is considered as the outcome of difference among the performance as expected and perceived. The occurrence of the satisfaction can be done when an organization provides better product or services than the expectation of the customers (Positive disconfirmation). In other side, dissatisfaction can be occurred while the worse performance is provided by the organization (Negative disconfirmation). It has been showed by studies that the results of business can be impacted directly and indirectly through the satisfaction of customer. It has been concluded by Luo and Homburg (2007) that the profitability of the business can be affected by the satisfaction of customer positively. The relationship among the patterns of the behavior of the customer has been investigated by the most of the studies (Dimitriades, 2006; Olorunniwo et al. , 2006; Chi and Qu, 2008; Faullant et al. , 2008). In accordance with these findings, the loyalty of the customer can be enhanced by the satisfaction of the customer; along with this intentions of repurchasing are also influenced by the satisfaction of customer which can be concluded with positive effects a positive word of mouth leads to the positive publicity. By giving the major consideration towards the satisfaction of customer, not surprisingly there are so many researches have been done which are devoted towards the satisfaction determinants investigation. The factors as subjective and objective are assisting to determine the satisfaction for example: subjective factors are the needs of customer, emotions etc and the objective factors are the features of products and services. In application on the airlines industries, there has been occurred so many research studies through which attributes are examined which are found out by the passenger as significant in relation to the satisfaction of customer. It has been found out by Atkinson (1988) that customer satisfaction can be determined by proper scheduling, security, value for money and the staff courtesy. It has been revealed by Knutson (1988) that scheduling, comfort, convenience of goods, prompt service, safety and security, staff friendliness are required. It has been stated by Barsky and Labagh (1992) that passengers’ satisfaction can be influenced by the attitude of the employee, scheduling, goods security, landing on scheduled time etc. Akan (1995) conducted the study where it has been showed that airlines passengers’ satisfaction has the determinant of the staffs’ behavior, scheduling, timeliness, pricing of ticket, productivity and performance, robust schedule planning, etc. The conclusion has been drawn by Choi and Chu (2001) that the top factors of airline industries which can determine the satisfaction of the airline passenger are: the quality of the staff, schedule planning, values, productivity, price of ticket etc. Customer satisfaction and customer loyalty in Hilton Hotel: In the past, tourism has been often considered as the natural outcome of environmental and cultural resources of a specific territory. In this view, the role of hospitality enterprises cannot influence demand levels and is merely limited to the supply of services to tourists. Le Blanc ; Nguyen (1996) suggest that marketing efforts should be directed to highlight the environmental characteristics of the location in order to attract new customers. The constant increase of demand of touristic services, and the request for higher standards by the guests, has enforced the competition among hospitality suppliers and highlighted how the attractivity of the touristic destination is influenced by the standards of the services provided by the local hotels. In this scenario, providing high quality services and improving customer satisfaction are widely recognized as fundamental factors boosting the performances of companies in the hotel and tourism industry (Barsky ; Labagh, 1992; Le Blanc, 1992,; Le Blanc et al. , 1996; Stevens et al. , 1995, Opermann, 1998). Hotels with good service quality will ultimately improve their profitability (Oh ; Parks, 1997). In a competitive hospitality industry which offers homogeneous services, individual hoteliers must be able to satisfy costumers better then their counterparts (Choi ; Chou, 2001). To obtain loyalty and to outweigh other competitors, hotel providers must be able to obtain high levels of customer satisfaction for the service supplied. There are several studies that analyze the needs and the desires of tourists. A research by Wuest et al. (1996) defined the perception of hotel attributes as the degree to which guests may find various services and facilities critical for their stay in a hotel. Hotel’s attributes such as cleanliness, price, location, security, personal service, physical attractiveness, opportunities for relaxation, standard of services, appealing image, and reputation are recognized as decisive by travelers to assess the quality of the hotel (Atkinsons, 1988; Ananth et al. , 1992; Barsky Labagh, 1992; Cadotte Turgeon, 1988; Knutson, 1988; McCleary et al. , 1993; Rivers et al. , 1991; Wilensky Buttle, 1988). Part 2: Corporate culture: Culture  is defined in varying terms by different theorists. A opular  definition  is the one provided by Schein (1985: 9): A pattern of basic assumptions – invented, discovered, or developed by a given group as it learns to cope with the problems of external  adaptation  and integral integration – that has worked well enough to be considered valid and, therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems. The terms  organisation al culture  and corporate culture are used interchangeably in the literature to refer to the culture pervading an organisation, be it a for-profit  or a non-profit entity. Corporate culture is invariably influenced by natural or regional cultures, or macro-cultures (Hampden-Turner 1994: 12). The emphasis on  individualism  in US corporations, the emphasis on collective  decision making  in Japanese firms, and the age old burra sahib culture of British companies in colonial days are all reflections of the influence of macro-cultures on corporate culture. Corporate culture is not entirely monolithic or uniform throughout the organisation. Within the overall culture, there are usually subcultures. For example,  marketing  and accounts personnel may have different subcultures due to the differences in the  nature  of their work and  environment. The conflicts which sometimes arise among departments can be attributed to such differences. In a similar but broader vein there is a hotel culture, which in turn takes a different hold when the corporate culture of the Hilton chain is compared to that of  Sheraton. Similarly, airlines still have a different corporate culture; that of TWA and  Singapore  airlines are not the same. At International Hotel Group AG’s, fulfilling the individual needs of a clearly defined target group has been a proven recipe for success in the group’s corporate philosophy for long years. Our hotels precisely distinguish themselves not only from each other but from those of the competition as well through their individual character and extraordinary architecture. Enthusiastic, qualified staff and confident interaction based on partnership are just as important to the International Hotel Group as the fulfilment of our guests’ needs and the solution of individual, out of the ordinary problems. Each staff member in the business is responsible for actively realizing of these objectives – seen as obligation – within his/her sphere of influence. . We both require from and promote creativity in our staff in order to provide our guests with concepts that embody Lindner quality beyond expectations. In this respect, everyone is allowed to make mistakes, too, because we consider mistakes a chance to learn and improve the quality of Lindner. Through believing in the capabilities of our staff and by guaranteeing their creative and personal development, we achieve a strong commitment and creative work. Together, we create values and reach new goals. Transparency, comprehensive information and a regular exchange between the staff members in our hotels support their further qualification. We manage our business in an honest, reliable, and fair way and our relationship with business partners is characterized by partnership, respect, and cooperation. It is with this foundation of integrity in partnerships that we achieve the permanent development of our International Hotel Group. How to cite Customer Satisfaction, Papers Customer Satisfaction Free Essays Comparative Study of customer satisfaction in public sector and private sectors banks Table of Contents Acknowledgment†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 Executive Summary†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 3 Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now 4 Literature Review†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦6 Banking Industry: An Overview†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 Objective of Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 Research Methodology†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 13 Data Analysis†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦14 Findings†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦ 16 Recommendations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 17 Limitations of Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 8 Bibliography†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 Questionnaire†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦19 â€Å"COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS† EXECUTIVE SUMMARY The working of the customer’s mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. In the organized segment, banking system occupies an important place in n ation’s economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to its customer. It’s a well known fact that no business can exist without customers. Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash. Those were the pre-economic reforms days, when the banking sector primarily consisted of public sector banks. The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges . Banking is a customer oriented services industry, therefore, the customer is the focus and customer service is the differentiating factors . The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of the economy in the 90s and the government ‘decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The prime mover for banks today is profit, with clear indications from the government to ‘perform or perish’. Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. The main driver of this change is changing customer needs and expectations. Customersin urban India no longer want to wait in long queues and spend hours in bankingtransactions. This change in customer attitude has gone hand in hand with thedevelopment of ATMs, phone and net banking along with availability of service right atthe customer’s doorstep. With the emergence of universal banking, banks aim to provideall banking product and service offering under one roof and their endeavor is to becustomer centric. With the emergence of economic reforms in world in general and inIndia in particular, private banks have come up in a big way with prime emphasis ontechnical and customer focused issues. The purpose of this paper is to compare the public sector banks and private sector banksin terms of customer satisfaction and to find out the various reasons of customer dissatisfaction in these banks. The data was collected by getting the questionnaire filled by the respondents who were using the banking services.. INTRODUCTION In the organised segment, banking system occupies an important place in nation’seconomy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to itscustomer. It a well known fact that no business can exist without customers. Customer satisfaction , a business term, is a measure of how products and servicessupplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business. In a competitive marketplace where businessescompete for customers, customer satisfaction is seen as a key differentiator andincreasingly has become a key element of business strategy. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and service to service. The state of satisfaction depends on a number of both psychological and physical variables. The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges . Banking is a customer oriented services industry, therefore, the customer isthe focus and customer service is the differentiating factors The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of the economy in the 90s and the government’s decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The prime mover for banks today is profit, with clear indications from the government to ‘perform or perish’. Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. With the current change in the functional orientation of banks, the purpose of banking is redefined. The main driver of this change is changing customer needs and expectations. Customers in urban India no longer want to wait in long queues and spend hours in banking transactions. This change in customer attitude has gone hand in hand with the development of ATMs, phone and net banking along with availability of service right at the customer’s doorstep. With the emergence of universal banking, banks aim to provide all banking product and service offering under one roof and their endeavor is to be c ustomer centric. With the emergence of economic reforms in world in general and in India in particular, private banks have come up in a big way with prime emphasis on technical and customer focused issues. LITERATURE REVIEW Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash. Those were the pre-economic reforms days, when the banking sector primarily consisted of public sector banks. Cut to the present day and the nature of banking has changed beyond recognition. With ATM cards, simple banking transactions like withdrawing and depositing money are easier than ever before. For the tech-savvy, there is the option of banking online. Then next medium may just be your mobile. Even when it comes to products, the changes have been many. Graduating from simplesavings accounts and fixed and recurring deposits, banks now offer a host of productslike special savings account and sweep-in-account, no frills accounts and easy receiveaccount. Private sector banks may have taken the lead, but public sector banks, with their vast client base and unparalleled treasury of trust, are evolving their own brand of customer-friendliness. Because satisfaction is basically a psychological state, care should be taken in the effortof quantitative measurement, although a large quantity of research in this area hasrecently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990and 1998 defined ten ‘Quality Values’ which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These tendomains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access ,Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitmentto the Customer and Innovation. These factors are emphasized for continuousimprovement and organizational change measurement and are most often utilized todevelop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer’s expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction â€Å"gap† which is objective andquantitative in nature. Work done by Cronin and Taylor propose the†confirmation/disconfirmation† theory of combining the â€Å"gap† described byParasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. The working of the customer’s mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. This vital information will help us to build satisfaction amongst the customers and customer loyalty in the long run which is anintegral part of any business. The customer’s requirements must be translated andquantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction. â€Å"If you cannot measure it, you cannot improve it. † – Lord William Thomson Kelvin (1824-1907). MEASURING CUSTOMER SATISFACTION IN THE BANKING INDUSTRY Introduction: Banking operations are becoming increasingly customer dictated. The demand for ‘banking supermalls’ offering one-stop integrated financial services is well on the rise. The ability of banks to offer clients access to several markets for different classes of financial instruments has become a valuable competitive edge. Convergence in theindustry to cater to the changing demographic expectations is now more than evident. Bancassurance and other forms of cross selling and strategic alliances will soon alter the business dynamics of banks and fuel the process of consolidation for increased scope of business and revenue. The thrust on farm sector, health sector and services offers severalinvestment linkages. In short, the domestic economy is an increasing pie which offers extensive economies of scale that only large banks will be in a position to tap. With the phenomenal increase in the country’s population and the increased demand for banking services; speed, service quality and customer satisfaction are going to bekey differentiators for each bank’s future success. Thus it is imperative for banks toget useful feedback on their actual response time and customer service quality aspects of retail banking, which in turn will help them take positive steps to maintain a competitive edge. The working of the customer’s mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. This vital information will help us to build satisfaction amongst the ustomers and customer loyalty in the long run which is anintegral part of any business. The customer’s requirements must be translated andquantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction. â€Å"If you cannot measure it, you cannot improve it. † – Lord William Thomson Kelvin (1824-1907). The Need to Measure Customer Satisfaction: Satisfied customers are central to optimal performance and financial returns. In many places in the world, business organizations have been elevating the role of the customer to that of a key stakeholder over the past twenty years. Customers are viewed as a groupwhose satisfaction with the enterprise must be incorporated in strategic planning efforts. Forward-looking companies are finding value in directly measuring and trackingcustomer satisfaction (CS) as an important strategic success indicator. Evidence ismounting that placing a high priority on CS is critical to improved organizational performance in a global marketplace. With better understanding of customers’ perceptions, companies can determine theactions required to meet the customers’ needs. They can identify their own strengths andweaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote anincreased focus on customer outcomes and stimulate improvements in the work practicesand processes used within the company. When buyers are powerful, the health and strength of the company’s relationship with itscustomers – its most critical economic asset – is its best predictor of the future. Assets onthe balance sheet – basically assets of production – are good predictors only when buyersare weak. So it is no wonder that the relationship between those assets and future incomeis becoming more and more tenuous. As buyers become empowered, sellers have nochoice but to adapt. Focusing on competition has its place, but with buyer power on therise, it is more important to pay attention to the customer. Customer satisfaction is quite a complex issue and there is a lot of debate and confusionabout what exactly is required and how to go about it. This article is an attempt to reviewthe necessary requirements, and discuss the steps that need to be taken in order tomeasure and track customer satisfaction. What constitutes Satisfaction? The meaning of satisfaction:†Satisfied† has a range of meanings to individuals, but itgenerally seems to be a positive assessment of the service. The word â€Å"satisfied† itself had a number of different meanings for respondents,which can be split into the broad themes of contentment/happiness, relief, achieving aims, achieving aims and happy with outcome and the fact that they did not encounter any hassle: Happy – Content Happy, pretty happy, quite happy – Pleased – Walked out of there feeling good – Walk out of there chuffed – Grateful the service has been OK Relieved – Thank God for that – Phew – At ease – Can relax – Stress reduction – Secure – Safe – Go to the bank with a troubled m ind and they sort it out for you – Sleep at night without worrying what’s going to go on – Everything is sorted out in your mind and you’re happy – Secure, you know the money has been sorted out – Knowing the money’s going to be there Achieving aims – Achieving your aim or goal – Getting what you went in for – Achieve whatever it is you wanted to achieve Come away with a proportion of what you want – Got what wanted in the end- Got what you went down for – Everything went according to plan, the way it should have done – Met expectations – To be unsatisfied is when you come out and you are still on the same level as you were before Achieving aims, and happy with outcome – Happy with the results – Happy with what you’ve got – When you walk out you’re happy they’ve sorted everything out and quickly – Happy with outcome – Pleased with what’s happened – Content with what’s been done for you – A feeling of happiness having achieved your goal You go in there feeling down and the only way you are going to come out satisfied is if they have been good to you No hassle – Not frustrated – Everything goes smooth – No hassle- No problems – No hassle getting there – Straightforward Clearly then there is some variation in understanding of the term. Some of theinterpretations fit with the definitions used in much of the service quality and satisfaction literature, where Satisfaction is viewed as a zero state, merely an assessment that theservice is adequate, as opposed to â€Å"delight† which reflects a service that exceedsexpectations. However, most respondents have more positive interpretations of the term. These questions allow us to identify priorities for improvement by comparing satisfaction with stated (overt) importance, comparing satisfaction with modeled (covert) importance(from identifying key drivers of overall satisfaction), as well as respondents’ own stated priorities. Service Quality and Customer Satisfaction: There is a great deal of discussion and disagreement in the literature about the distinction between service quality and satisfaction. The service quality school view satisfaction as an antecedent of service quality – satisfaction with a number of individual transactions â€Å"decay† into an overall attitude towards service quality. The satisfaction school holds the opposite view that assessments of service quality lead to an overall attitude towards the service that they call satisfaction. There is obviously a strong link between customer satisfaction and customer retention. Customer’s perception of Service and Quality of product will determine the success of the product or service in the market. If experience of the service greatly exceeds the expectations clients had of the service then satisfaction will be high, and vice versa.. In the service quality literature, perceptions of service delivery are measured separately from customer expectations, and the gap between the two provides a measure of service quality. Expectations and Customer Satisfaction: Expectations have a central role in influencing satisfaction with services, and these inturn are determined by a very wide range of factors lower expectations will result in higher satisfaction ratings for any given level of service quality. This would seem sensible; for example, poor previous experience with the service or other similar services is likely to result in it being easier to pleasantly surprise customers. However, there are clearly circumstances where negative preconceptions of a service provider will lead to lower expectations, but will also make it harder to achieve high satisfaction ratings – and where positive preconceptions and high expectations make positive ratings more likely. The expectations theory in much of the literature therefore seems to be an over-simplification. BANKING INDUSTRY : AN OVERVIEW For centuries banks have played an important role in in fnancial system of the country. The vital role continues even today although the form of banking have changed todaywith changing need of the economy and individuals. With expansion of trade andcommerce, the concept of banking gained importance. The of banking transcended fromindividuals to groups and later to companies. During the Moghul period the indigenous bankers played a very important role in lending money and financing foreign trade inIndia. During British rule the agency houses carried on the banking business. TheBanking system in India has three tiers. There are scheduled commercial banks; theregional rural banks; and the cooperative banks. The scheduled commercial banksconstitute those banks which are included in the second schedule of RBI Act 1934. In the organised segment, banking system occupies an important place in nation’seconomy. It plays a pivotal role in the economic development of a country and forms thecore of the money market in an advanced country. The commercial banks in Indiacomprise of both Public sector as well as private sector banks. There are total 28 Publicsector and 27 private sector banks are functioning in the country presently. Banks have todeal with many customers everyday and render various types of services to itscustomer. It’s a well known fact that no business can exist without customers. OBJECTIVE OF THE STUDY The objective of this study is to compare the public sector banks and private sector banksin terms of customer satisfaction and to find out the various reasons of customer dissatisfaction in these banks SCOPE OF THE STUDY The scope of the study is confined in comparing the Public sector and private sector banks in terms of customer satisfaction. The study will be undertaken on the basis of sample survey. Research Methodology Sample and data collection This survey was conducted in the context of banking services. 50 percent of the datawere collected in face-to-face interviews of customers coming to banks. For theremaining 50 percent, the data were collected by visiting the customer’s homes. Thestudy provides a representative sample of various banks customers in Delhi only. Research design The research design would be descriptive and cross sectional Data collection The data would be collected from primary source through questionnaires and interviews. Sample size The sample would be selected on random basis. A sample of 50 respondents would beUsed in the research. Data Sources Both Secondary and Primary Sources of data will be used. The major type of information used is primary data. This is done thru primary survey. The literature review is a secondary data type. The sources include books, periodicals,websites, printed literature etc. How to cite Customer Satisfaction, Essay examples

Parenting Skills free essay sample

How is positive parenting different from negative parenting? Which do you think is more effective? Why? Positive parents give their kids choices within reason to help the child feel they have some say in their lives. 2. Do you think children should have more rules or fewer rules in the home? Why? Children should be taught at a young age about responsibility and independence. By the time theyre teenagers, they should be given less restrictive rules and more room to be independent. 3. How would you deal with a situation of biting? Do you think your approach would fit into a â€Å"positive parenting† framework? Why or why not? Let the child know that is a bad thing and not a pleaseant feeling and that there are consequences for their actions. Second lab 1. Why do new parents feel pressure? What are some of the biggest sources of worry for new parents? Worries: -Is my baby normal -Will life ever be the same for me and my partner -Will I be a good parent? 2. 2) List and discuss how activities, clubs, or sports, impact the self-esteem of children and parents. Provide at least two activities, clubs, or sports in your answer. -Children that participate in sports, clubs, etc.  are more likely to have a high self-esteem because self-esteem partially comes from accomplishments and success and when children succeed in the sports and clubs that they are devoted in will give them that satisfactory that they have been striving and working hard for , Such as basketball players working hard on different techniques on how to win a game, that takes time, effort, and determination also , Being involved in a debate club also gives you that boost of excitement knowing that whatever your thinking is being heard and your knowledge is being shared with those who are present, after winning versus someone else gives you that high self-esteem, because you’ve just accomplished a great self-achievement .