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

Edit - Essay Example The second step was that he brought forth early wins which were evident and visible to all employees of the company. This included reduction in number of hierarchies and introduction of two initiatives which particularly aimed at bringing openness, simplicity, self-confidence, and increasing operational speed. The next step was to develop ownership amongst the employees. For this he developed an initiative called â€Å"work out† which created space for open interaction with different level of employees. Thus he ensured that the company had a strong foundation before further global expansion. Moreover, every employee felt connected with every management policy and action. Fourthly, Welch incorporated wins easy to achieve with least capital. This included the policy that every GE initiative must acquire a number one or 2 positions in the market or else fix it, sell it, or close it. The sale of non-performing initiatives created capital for further investment amounting upto $21billion. He abolished strategic planning system and established a real time planning process which involved fourteen key business heads occasionally developing competitiveness strategies. These served as wins that speak to powerful players to receive their

Rabbi Kushner Postulates Essay Example | Topics and Well Written Essays - 750 words

Rabbi Kushner Postulates - Essay Example According to Kushner, it can essentially therefore be perceived to be rather impossible for one to be able to effectively answer this question as attempts to try and answer it generally result in the asking of more complex questions that cause people to start doubt in God or have wavering faith (WTVI 1985). Rabbi Kushner postulates that we are probably not asking the right question as we tend to mostly concentrate on asking the question of why. Why tends to more frequently dwell on the past as opposed to trying to establish a way forward. No matter how pious one might happen to be, it is not possible to change the past and we should instead concentrate on the future. In line with this, Rabbi Kushner theorizes that the answer to a question does not necessarily have to be a response, but it can instead be in the form of an explanation. Perhaps, the answer to the question on why bad things sometimes tend to happen to good people is that there is no solution to this answer as we live in an imperfect world. Question 2: There are three key terms that Rabbi Kushner postulates as being of critical importance if one is to be able to adequately discuss the problems relating to the everyday reality of human suffering and grief and the God of the Jewish revelation. The first term is that there is a common assumption that God happens to be all powerful and absolutely nothing can ever be impossible for him to do. We think of God as being in charge of every single aspect of creation and controls everything that happens to us. The second term that Rabbi Kushner puts forth is that God’s nature is exceedingly just, kind and fair and He always gives us more than we happen to actually deserve while forever giving us the benefit of doubt by providing us with a second chance. The third term is seen to be personated by the assumption that Job was a good man since he was seen to be initially respected, healthy and extremely wealthy (Job, 614-644; WTVI 1985). It is evidently not possible for all of these three to be mutually compatible in the event that one attempts to use them in attempting to explain an encounter with a grave misfortune. This is because of the human tendency to try and shift the blame to a given individual thus disputing the third term that the individual is a good person. The other two terms can be viewed as being of a sacrilegious nature as trying to dispute them goes against all the tenets governing religion as we currently know it. Question 3: Rabbi Kushner has a unique perspective in his understanding of miracles in that he does not believe in the big miracles such as miraculously dividing the entire red sea into two or even stopping the sun at high noon. Rather, he thinks of these as being special effects. Instead, although he does believe in miracles, he chooses to believe in the small miracles such as weak people all of a sudden gaining strong characters that help them deal with situations that they would not have been able to ef fectively cope with before the change, when timid people change and portray extremely brave personalities and when the selfish change their nature and become generous. Rabbi Kushner points out that to effect such changes in people, it is imperative for one to be God as these cannot simply be achieved by camera effects as commonly happens in movies. God is the only person that can bring about exceptional qualities in individuals, qualities that these individuals did not previously happen to possess (WTVI 1985). Rabbi Kushner has

Coffee and Tea Essay Example for Free

Coffee and Tea Essay Coffee and tea have existed in the world for a long time. Hundreds of years ago, people who lived in South America started to produce coffee, but the earliest drink likes coffee was made by ancient Arabian. They thought it was a kind of medicine used for stomach. After the 15th century, coffee was spread to other countries such as Egypt and Ottoman Empire by Muslims who were back from Hajj, while in ancient China, Chinese people started to make tea about 3000 years ago. Because of nice environment and weather, the first part of tea plants was discovered in southwest China. After, drink tea became an important culture of Chinese people, and tea began to spread into countries near China. Coffee and tea are similar, but different in some specific area. First, coffee and tea are similar but different in population. People from all around the world like them. For example, British people used to drink a cup of tea with some snacks when they have a rest in the afternoon. Western people enjoy drinking black tea, and some of them mix it with milk to make milky tea. Likewise, most people like drinking coffee, for it often tastes good. In China, more and more people began to drink coffee, and some of whom want to taste better coffee like blue mountain coffee. However, although these two drinks are both popular around the world, coffee is still drunk most by western people, while the most quantity of tea is used in East Asia. People lived in China, Japan, and Korea regarded tea as the main drink. Second, coffee and tea are similar but different in function. Both coffee and tea can refresh people because there is a kind of chemical matter, which is caffeine in both of them. This chemical matter can be used for nerves to make a person feel awake and lively. Also, some experts said that black coffee and green tea can help a person lose weight. But, in contrast, tea has some more functions due to another kind of chemical matter which can’t be found in coffee. This chemical matter that named tea polyphenol whose ability is to relieve the effect that is made by poison. Finally, coffee and tea have similarity and difference in origination. Both of them are made from plants. Thousands of years ago, people lived in Africa planted coffee trees in succeed, and now, Brazil has the most coffee trees in the world. In south of China, there are a lot of terraced fields that grow tea trees. On the other hand, people use leaves from tea to make tea, while they use fruits from coffee plants to make coffee. To sum up, coffee and tea are similar in their population, function, and origination, while they are different of their use in different place, their different chemical matter, and their different material. I suggest that people should drink both coffee and tea so that they can be healthier.

Service Quality Dimensions That Affect Customer Satisfaction Commerce Essay

Service Quality Dimensions That Affect Customer Satisfaction Commerce Essay The objective of this chapter is to formulate the research question and develop the conceptual framework for the study. A detailed overview of how the research was conducted, the operationalisation of the variables, hypothesis formulation and the research methodology used which covers data collection methods used, sample selection and method used for data analysis are discussed. 3.2 Research Question Based on the review of literature and the research problem, the following question has been formulated in order to determine the relationship that exists between the various dimensions of customer expectation and the service quality by the insurance companies for motor insurance policy holders. It is important to understand this relationship as it would enable the companies in the insurance sector to improve their service quality and to match and to exceed customer expectations and create a knowledge base in order to stay ahead in the market. The following research questions were derived from the research problem and the review of the literature. What are the Service Quality Dimensions that affect customer satisfaction in the Motor Insurance industry in Sri Lanka? What is the extent to which customers are satisfied with the services received from the Motor Insurance Industry? What are the gaps between customer Service Quality and Customer Satisfaction of Motor Insurance policy holders? 3.3 Conceptual Framework Service Quality Dimensions Dependant Variable Independent Variables [Source: Developed by the Researcher] 3.3.1 Rationalization of the conceptual framework Conceptual framework was replicated based on Zeithaml, Parasuraman Berry (1991), to test this study in the Motor Insurance Industry in Sri Lanka. On the detailed literature review, the research identified five factors that impact value delivery to customer of Motor Insurance services. These five service quality dimensions of SERVQUAL Model by Parasuraman and Berry et el (1985), have been derived as independent variables. These variables fall under Service providers Perspective in the conceptual framework. The dependent variable was identified as Customer satisfaction. The gaps in quality of service will be identified by using these five dimensions. This is the gap between the Customers expectation and experience of the Motor Insurance service delivery, which will subsequently have an impact on customer satisfaction. Rust Oliver (1994) and the Nordic Model (Gronoos, 1992) too emphasizes the importance of meaning of the gap between expectations and the experience in service industry. Hence all these have been included in the conceptual framework. 3.3.2 Definitions for Variables Tangibles Modern Equipment and Technology, Visually appealing physical facilities neat appearing employees and agents, visually appealing materials associated with services. Appearance of physical facilities, equipment personnel and communication material (Parasurman et.al,1998 and 1990). Reliability Keeping promises when promises to do something by a certain time , offering products and services of utmost quality, issuing contracts with clear, transparent and non ambiguous terms, settling customers claims with no unnecessary delays, ,showing sincere interest when solving customers problems, offering services right the first time without unnecessarily discomforting customers, providing services within the specified contract time limits, issuing error free bills, statements, receipts, contracts, claims and other documents. Ability to perform the promised service dependably and accurately (Parasurman et.al,1998 and 1990). Responsiveness telling customers exactly when the services will be performed, doing their best to give prompt service to customers, always willing to help customers, never being too busy to respond to customers requests . Willing to help customer and provide prompt service (Parasurman et.al,1998 and 1990). Assurance Customers feeling safe in their transactions, behavior instilling confidence in customers, being consistently courteous with customers, having employees and agents with the necessary knowledge to give professional services to customers. Knowledge and courtesy of employees and their ability to convey trust and confidence (Competence, courtesy, creditability and security of the service), (Parasurman et.al,1998 and 1990). Empathy Giving customers individual services, operating hours convenient to all customers, giving customers personal attention, having the customers best interest at heart, understanding the specific needs of customers. Caring, individualized attention the firm provides its customers (Access to organizations representatives, communication and understanding the customer), (Parasurman et.al,1998 and 1990). As presented in the above conceptual model, the independent variable of dimensions of service quality will be studied. Price is also a relevant variable. However, the focus of this study is on service quality attributes and therefore is not within the scope of this study. Theoretical research has presented several different service quality definitions. However, Parasuraman et al. (1985) definition of service quality, which has been used in many industry studies before, was adopted. Service quality is defined as the degree of discrepancy between customers normative expectations for the service and their perceptions of the service performance. The SERVQUAL model developed by Parasuraman et al.(1998), is therefore used for this study. Hypotheses Formulation Hypothesis is a testable speculative statement delineating the relations between all the elements of a theory (Page Meyer, 2000). The development of hypothesis was categorized into two sections based on insurance companies customers. Accordingly five hypotheses were developed. The source for all hypothesis development was based on the conceptual framework. Furthermore, the hypotheses based on insurance companies were primarily related to the importance of each expectation. The hypotheses developed for customers were based on the service quality of obtaining Motor insurance policies. When developing hypothesis, Literature review under section 2.18, according to the study carried out in Greece and Kenya by Rand, (2006), it was proved that there is a relationship between service quality dimensions and expected and experienced service quality by the customers in the insurance industry. 3.5 Hypothesis Rationalization Expected Experienced Service Quality in relation to Reliability dimension in motor insurance According to Parasuraman et al (1985) Reliability dimension measures the ability to perform the promised service dependably and accurately. As per the research carried out by Rand (2006) , it says that the Reliability has a huge impact on the service quality in service industry. Especially in a industry like Motor insurance it has a huge effect. Consumers satisfaction choice of service provider and service quality evaluation are influenced by the expectations of the consumer, (Trinh et al.2000). As mentioned above in the research carried out in Kenyan Insurance industry by Rand (2006), it is noted that most of the researchers (Rand, 2006; Trinh, 2000) have identified that Reliable service always has a positive impact on the service quality provided by the company. Therefore it is worthy to investigate the relationship among Expected Experienced Service Quality in relation to Reliability dimension in motor insurance. It could be hypothesized that, H 1 0 There is no relationship between Expected Experienced Service Quality in relation to Reliability dimension in motor insurance H 1 There is a relationship between Expected Experienced Service Quality in relation to Reliability dimension in motor insurance Expected Experienced Service Quality in relation to Responsiveness dimension in motor insurance The Dimension Responsiveness explains about willingness to help customers and provide prompt service. Responsiveness factor significantly has a positive effect on Customer satisfaction. Quality service provision, customer satisfaction and customer loyalty has recently been emerging as important parameters for both researchers and practitioners in turkey. This has been proved through a research carried by Yale University in Turkey (2009) on Service Quality in healthcare. This research was also based on the service quality. To provide superior service quality responsiveness is a very important factor since service providers should always willing to help customers. Especially in an industry such as insurance it is a very decisive factor since the customer is expecting a prompt action for their problems. So responsiveness factor effectively contributes to reduce the gaps between the Expected Experienced Service quality by the motor insurance policy holders. Therefore it is worthy to identify the relationship between the Expected Experienced Service Quality in relation to Responsiveness dimension in motor insurance. So it could be hypothesized that, H 2 0 There is no relationship between Expected Experienced Service Quality in relation to Responsiveness dimension in motor insurance H 2 There is a relationship between Expected Experienced Service Quality in relation to Responsiveness dimension in motor insurance Expected Experienced Service Quality in relation to Assurance dimension in motor insurance Assurance dimension is all about, the knowledge, competence, and courtesy of service employees and their ability to convey trust and confidence. Ducker (1991) defines service quality as What the customer gets out and is willing to pay for rather than what the supplier (of the service) puts in? Hence, service quality is often conceptualized as the comparison of service expectations with actual performance perception (Bloemer, Ruyter et al. 1999; Kara, Lonial et al. 2007). Service science literature often relies on SERVUQAL as an instrument to measure quality of service provided. SERVQUAL scale was developed based on a marketing perspective with the support of the Marketing Science Institute (Parasuraman, Zeithaml et al. 1986). It is very important to keep the assurance on the agreement made the company to their customers. Specially in the insurance industry, it is crucial factor to offer the assurance of the services provided. Therefore it is worthy to identify the relationship betwee n the Expected Experienced Service Quality in relation to Assurance dimension in motor insurance. So it could be hypothesized that, H 3 0 There is no relationship between Expected Experienced Service Quality in relation to Assurance dimension in motor insurance H 3 There is a relationship between Expected Experienced Service Quality in relation to Assurance dimension in motor insurance Expected Experienced Service Quality in relation to Empathy dimension in motor insurance Empathy dimension is about caring individualized attention provided to customers. According to the expectancy disconfirmation model, customers satisfaction is a function between his/her service performance perception and expectation (Pizam and Ellis, 1999), and illustrated as Satisfaction=f (Perception-Expectation). It is very important to offer individual attention to the customers specially in the service industry. Trustworthiness is one of the critical factors in any industry for the customers. Empathy factor defines that. Keeping the customer complaints and criticisms is very important in the motor insurance industry as the competition is very high. If the organization looses one policyholder that may affect the organization immensely. Therefore it is worthy to identify the relationship between the Expected Experienced Service Quality in relation to Empathy dimension in motor insurance. So it could be hypothesized that, H 4 0 There is no relationship between Expected Experienced Service Quality in relation to Empathy dimension in motor insurance H 4 There is a relationship between Expected Experienced Service Quality in relation to Empathy dimension in motor insurance Expected Experienced Service Quality in relation to Tangibility dimension in motor insurance Tangibility is all about appearance of physical facilities, equipment, ambience, personnel and communication materials. The rewards to firms that establish a loyal customer base have been well documented (Armstrong and Symonds, 1991: Heskett et al. 1994: Reichheld amd Sesser, 1990). In general, increased loyalty leads to lower cost of servicing the firms customers, reduced marketing expenditure, increased business from the existing customer base and greater profits. The internal appearance and the facilities is also affecting the service quality. It in turn helps the company to retain their customer and reduce the unnecessary costs such as saving costs. Therefore it is worthy to identify the relationship between the Expected Experienced Service Quality in relation to Tangibility dimension in motor insurance. So it could be hypothesized that, H 5 0 There is no relationship between Expected Experienced Service Quality in relation to Tangibility dimension in motor insurance H 5 There is a relationship between Expected Experienced Service Quality in relation to Tangibility dimension in motor insurance 3.6 Operationalization Based on the SERVQUAL scale and using five service quality dimensions. Concepts Variable Indicator Measure Reliability Price/Premium Reasonable Premium rates In order to evaluate customer expectation and experience , a 5 point scale was used. To measure customer perception the rating scale , for 1 Not important and 5 Very Important . And to measure customer experience the rating scale, for 1 Not Experienced at all , to 5 Experienced at a high level Product Range Range of products offered, to suit individual requirements Physical Access Availability and convenience of facilities and branch network Electronic access Availability of Telephone and online facilities Service delivery Level of service as expected/promised Responsiveness Waiting time Average time taken to process a claim after an accident In order to obtain data on average time spent with the Insurance providing company to get an service rating scale from 1 to 5 was used . for 1 Not Experienced at all , to 5 Experienced at a high level . In order to evaluate customer expectation and experience , a 5 point likert scale was used. Level of responsiveness of the Insurance staff Time taken to respond to an issue Assurance Stability The guarantee of safety when making a claim In order to evaluate customer expectation and experience, a 5 point likert scale was used. Safety of the investment Making the actual cost Convenience to the holder Confidentiality Maintenance of confidentiality Product Knowledge The knowledge of the product/features by the staff members Empathy Benefits Special benefits and features for the customer In order to evaluate customer expectation and experience, a 5 point likert scale was used. Attention Personal attention to customers and recognizing regular customers Caring Helping customers in a pleasant and caring manner Approachability Easy to approach staff members Tangibles Environment Pleasant ambiance inside the company In order to evaluate customer expectation and experience, a 5 point likert scale was used. Facilities Facilities provided to the policy holders Parking Availability of adequate parking at the Insurance company Number of repair centers in Sri Lanka Directional signs and information Availability of adequate instructions and directions of counters and procedures and easy directions when filling forma and other documents Appearance of Staff members Staff members are dresses appropriately Layout Convenient layout of the company interior Customer Satisfaction Level Satisfaction Level of satisfaction of the insurance company in relation to each service quality dimension A 5 point likert scale was used to measure the likelihood of these indicators ranging from Very Likely to Highly Unlikely. In Order to measure the time length of the relationship the respondent has with the Insurance provider , 5 time slots were presented where by the respondent could select his/her most relevant time slot. Study was carried out to ascertain the validity and Reliability of the Questionnaire. This was done as the instrument to use collected data was not tested previously. 3.7 Research Methodology The Research methodology is the way research is conducted. Research methodology refers to the theory of how research should be undertaken (Saunders, et al 2005). The first step of the study is to assess the service quality gaps in relation to the customer expectations and experience among five leading Insurance Companies which deals with Motor insurance in Sri Lanka and with each of the five SERVQUAL dimensions. This study helps to determine the average service quality gap score (between customers expectations and experience) for each service quality dimensions and how it affects the overall customer satisfaction. The second step each Insurance companys gap scores for each service quality dimensions. This is to examine the differences within each insurance company when providing services to the customers and to compare the differences of the overall satisfaction of customers in each insurance company. Stage three measured the level of satisfaction of the customers and the fourth stage examines the relationship between the expected and experienced service quality gaps by the customers for each dimensions. The final Stage integrates the data obtained from the five insurance companies and conclusions were prepared in accordance to the findings. Based on research problem, preliminary data was the main source of data used in this research. Consistent with the deductive research method, data collection through questionnaires has been a long proven method to collect valid and reliable data (Page Meyer, 2000). The deductive method refers to the use of a theory to generate prepositions or hypothesis that can be tested. Thus, the research method has been chosen for this study is based on deductive method. 3.7.1 Method of Data Collection In this study the primary data was collected through a self completion questionnaire from customers of the selected five Insurance companies. The study followed the Quantitative method to gather and analyze the data. The secondary data was collected from secondary source such Government publications (IBSL Annual Report 2010 Central Bank Annual Report 2010), Company Annual reports and from other publications. 3.7.2 Selection of Sample For the purpose of gathering data on customer expectation and customer experience, a total number of 250 questionnaires were distributed, from which a total of 224 valid Reponses were received and selected for data analysis. Individuals within a sample are chosen by chance rather than by the researcher or by being self-selected (Page and Meyer, 2000). A simple random sampling technique was used for this study, so that each unit of the population will have a known and equal chance of being selected. The sample was spread across Motor insurance policy holders of Five different Motor insurance providing companies in Sri Lanka. A brief description of selected five companies are given below, Aviva NDB Insurance PLCPLC Aviva NDB Insurance PLCtook wing as a leading player within Sri Lankas insurance landscape in the late 1980s. Over the years, the Companys good governance practices, ethics and innovation have helped it to soar to new heights. The dynamism and creativity of the Aviva NDB Family has been the engine of its evolution into a superior entity in the insurance and financial services sector. The Company has recorded a Consolidated Revenue of Rs. 7, 265 million with an impressive growth rate of 23.7% over the previous year. The Revenue reported for the current year includes Rs. 171.2 million being the gross-up of tax withheld at source on Government Securities. Excluding this, the growth for 2010 stands at 20.8%. Union Assurance PLC Union Assurance is a composite insurer transacting both Life and General business including personal insurance, in operation since 1987. A Public Quoted Company, UA entered the insurance arena at the time the private sector was permitted to set up in insurance, following the enactment of the Control of Insurance (Amendment) Act No. 42 of 1986. Committed to pursuing the highest standards of service and security, UA is backed by the corporate might of blue chip companies John Keells and Carson Cumberbatch. UAs reinsurers are world leaders, chosen for their dependability and total security. In short, they are the best in the business. The companys paid up capital as at 31 December 2009 is Rs 250 million and net asset base, Rs 1.6 billion, also indicates the companys  Ã‚   financial stability and strength, and places it firmly at the apex off private insurance service providers in Sri Lanka. Asian Alliance Insurance PLC Within a very short time period, Asian Alliance Insurance PLC has achieved what every company yearns for; it has touched the hearts of its customers with outstanding levels of professionalism and service. Asian Alliance commenced operations in December 1999 with 50 employees. Today the company has grown from strength to strength to become one of Sri Lankas leading players in the insurance industry. The company caters to an ever-growing client base that consists of corporate and individual clients. The secret behind the Asian Alliance Insurance success story lies in its ability to offer tailor-made insurance solutions to its customers. Sri Lanka Insurance Cooperation Sri Lanka Insurance Corporation which was established in 1962 as a State Owned Corporation was converted to a Limited Liability Company for a brief period of 6 years and was re-instilled in the state sector on the 4th June 2011, further strengthening the Corporation as the strongest and the largest Insurer in the Country. Sri Lanka Insurance is now backed by government protection and service excellence on par with the best in the private sector. At present Sri Lanka Insurance has over 120 Branches Island with an unparalleled assets base under management of over Rs.64.8 billion with a Life fund of over Rs.39 billion and over one million policies in force. The Motor Insurance Department has branched off into unrelated areas such as Theft only, Fire Only, Fire and Theft, 3rd Party Fire and Theft and Act only; once again, offering covers aimed at satisfying their clientele to a maximum. Ceylinco Insurance PLC From a solid and innovative start in 1939, Ceylinco Insurance Company Limited has faced numerous changes and challenges and has successfully weathered them all. Registered as Ceylinco Insurance Company Limited in 1987 and commenced business on the 14th of January 1988, in the spheres of Life and General Insurance, we have grown from strength to strength. Today, they have become the leading insurance company in Sri Lanka, with the largest network of branches and agents in the insurance industry. Their goals include becoming the leading provider of protection and financial security in Sri Lanka and in select international markets. 3.7.3 Structure of the Questionnaire Part one of the questionnaire focuses on demographic features of the respondents. Part two focuses on the dimensions. Questions from 1.14 entail in Reliability dimension and thereafter, based on Operationalisation, 10 questions focus on Responsiveness dimension 16 questions represents the Assurance dimension and 9 questions on Empathy dimension. Final dimension which is Tangibility has 10 questions. Each dimension has 2 columns to rate expected and experienced using a likert scale of 1.5, not important at all being No.1 and Very important being No.05. For the study, questionnaire was designed in accordance with the research objectives. The Questionnaire is based on the five SERVQUAL dimensions presented by Parasuraman et al (1985) and the Gap 5 which is also known as the Customer gap (the gap between customer expectation and experience) of the SERVQUAL mo del presented by Parasuraman et al (1985) , modified and tailored to specific service quality requirements of the Motor Insurance industry. Table 2: Structure of the Questionnaire Questionnaire Variables Measurement Items Section 1 Personal details Section 2 Measure Service quality perceptions of five insurance companies in general from individuals Section 3 Measure Service Quality dimensions separately to find out Expected Experienced service quality by each customer. 3.1 Reliability 3.2 Responsiveness 3.3- Assurance 3.4 Empathy 3.5 -Tangibility 3.7.4 Method of Data Analysis The Data was collected through a Questionnaire. The study was carried out using Descriptive statistics as well as Inferential Statistics. Under Inferential statistics an ANOVA analysis and paired sample two test were carried out. Descriptive Statistics Descriptive statistics  are used to describe the main features of a collection of  data  quantitatively. Inferential Statistics Inferential statistics are used to draw inferences about a  population  from a  sample. T-Test This test is used to compare the means of two samples (or treatments), even if they have different numbers of replicates. ANOVA test The Analysis Of Variance, popularly known as the ANOVA test, can be used in cases where there are more than two groups. The following methods have been used to analyze the data obtained from the study. Gap technique The gap technique will be used to analyze and identify the service quality gaps between expectation and experience of customers. Comparative Analysis A comparative analysis will be conducted in relation to the gap technique between the five Insurance companies using graphs and tables. Relationship Analysis Under Inferential Statistic analysis paired sample two test will be conducted to analyze the relationship between Expected service Quality and Experienced Service Quality by the customers. 3.7.5 Pilot Study Pilot study was carried out to ascertain the reliability and validity of the questionnaire. The instrument used to gather data in a research should be valid and reliable (Page Meyer, 2000). 3.8 Summary The purpose of this chapter was to explain and formulate the research questions and to provide a conceptual framework. The research question was formulated and thereafter the conceptual framework was designed using Service Quality as the independent variable and Customer Satisfaction being the dependent variable. Thereafter, the operationalization for the study was designed in accordance with the features/qualities of motor insurance industry. Given this, the methodology for the researcher was presented which included methods of data collection, selection of the sample, the questionnaire design and the methods of data analysis. Finally the limitations of the study were mentioned.

The Catcher in the Rye :: essays research papers

The Catcher in the Rye   Ã‚  Ã‚  Ã‚  Ã‚  In Jerome David Salinger’s book The Catcher in the Rye the difficulties In Holden’s life sends you through a thrilling adventure through all Holden have been through. The short story Uncle Wiggly in Connecticut also shows the drama of a little girl named Ramona. Ramona has an alcohol addictive mother who thinks Ramona is in serious trouble. Ramona’s mother creates an imagery friend from Ramona to help her out with things and to keep her company while she is playing. In The Catcher in the Rye Holden does not have an imagery friend but he does have friends to talk to when he needs someone to talk to. Through all life’s unexpected happenings Holden and Ramona rose to the occasion or fell to the pressures. The book The Catcher in the Rye is centered on Holden Caulfield, a seventeen-year-old narrator and central character of the novel. He addresses the reader directly from a mental hospital or sanitarium in southern California. Holden begins at Pencey Prep, a private school in Pennsylvania, on the Saturday afternoon of the traditional football game with school rival, Saxon Hall. Holden finds himself in many unusual situations. He keeps running away from home and not even thinking of turning back. He went to New York one time to experience life there. Holden’s conflicts are like what Salinger had growing up. Holden lost a very important person to him, his brother. Salinger also lost many close family members too. In the end Holden is at the sanitarium in California. He doesn’t want to tell us any more. The whole story has only made him miss people, such as his brother. The short story â€Å"Uncle Wiggily in Connecticut† was another short story written by Salinger. In Uncle Wiggily in Connecticut, Eloise an alcoholic mother believes that her little girl Ramona is in serious trouble. She has a make believe friend named Jimmy who provides her with the entertainment that lacks in her neighborhood. Eloise once loved Walt Glass, who died over seas in an explosion. Seeking a love for replacement, she found Lew whose role in this story is that he once referred to Eloise's hurt ankle as uncle wiggily. In a drunken rage, Eloise forces her daughter to sleep in the middle of her bed. This is also related to The Catcher in the Rye and Salinger’s life in the fact that everyone has lost a loved one in their life.

The Economic Botany of Manilkara zapota (L.) Van Royen :: Botany

The Economic Botany of Manilkara zapota (L.) Van Royen America is well versed in the use of a byproduct of the plant Manilkara zapota (L.) Van Royen, yet few people are aware of this product's history. Chewing gum has its origins in the economic botany of the Chicle tree (M. zapota). Throughout Mexico and Central America, the Sapotaceae plant family is recognized for its latex. Manilkara zapota (synonym: Achras zapota L.) is an evergreen canopy tree of medium size (15-30 meters in height) native to Central America, which is currently cultivated throughout the tropics of the world (Castner, Timme, & Duke, 1998). The Sapotaceae (Soapberry family) belongs to the Ebenales order along with the Ebenaceae, Styracaceae, Lissocarpacee, and Symplocaceae according to the Cronquist system of plant classification (Jones & Luchsinger, 1986). Historically, M. zapta was an important source of timber and latex in the new world tropics (Janzen, 1983). The latex is a milk-white exudate produced in laticifer canals under the phloem bark surface (Simpson & Ogorzaly, 1995). The latex is known as chicle, which had its highest demand during the rubber boom of tropical America in the 1800's. When the United States and Great Brittain established Rubber tree (Hevea spp.) plantations in southeast Asia in 1876, the rubber boom occurred in tropical America. Economies were left helpless and Indian rubber collectors were massacred (Hill, 1996; Stanfield, 1998). The Chicle tree (synonyms: Sapodilla, Naseberry, Nispero) was the lone latex plant to economically survive. The Mayan Indians of Mexico and Central America traditionally have chewed the raw chicle latex. Furthermore, Aztec prostitutes loudly snapped their chewing gum to advertise their trade during the height of pre-Columbian Aztec civilization (Plotkin, 1993). This custom was common to many Mexicans, including an eccentric political leader from Veracruz. He is Antonio Lopez de Santa Anna, eleven time president of Mexico (born 1794, died 1876). His military prowess is capped by success at the battle of the Alamo (1836), where Santa Anna's troops killed Davy Crockett and Jim Bowie (Simpson & Ogorzaly, 1995). His eccentric political ways got him exiled to the West Indies. The U. S. Secretary of State, William Seward, payed Santa Anna a visit in the West Indies. Assuming he gained Seward's trust, Santa Anna sailed to New York in 1866. Santa Anna's shipmates stole his money, leaving him stranded in America where Santa Anna was turned away by Secretary of State Seward. The exiled Mexican president was a wise businessman and politician who brought some chicle with him to New York.

Outline for the Good Earth Essay

One Man’s survival and triumph over the land and nature leads to a prosperous life. Thesis: Man’s triumph over the land and nature rewards with wealth and profit and respect from other. II. Introduction- How Wang Lang is connected to the earth and his strong relationship with it and how his good work ethics and moral judgments guide him on becoming one with his land. How Wang Lung tries to establish a connection with the land, the rewards and wealth from having a strong connection with the earth, and the respect from other while leading to a prosperous life. A. Establishing a connection- How Wang Lung attempts to have a strong connection with the earth. 1. Wang Lung starts connecting with the land a. Farms through own physical labor at first but O-Lan help his after they are together. b. He maintains his farm constantly through the changing seasons. 2. Wang Lung respect for nature guides him through his future success, How the nourishing power of the land comforts Wang Lung. b. The Earth producing for Wang Lung for his hard work and dedication B. Disasters for the land- How the nature damages Wang Lung connection with the Earth 1. Wang Lung and his family trying to survive against the elements of nature a. Wang Lung tries to survive from the famine that has struck the village because of the drought and is forced to move away from his land for a while. b. The flood affects Wang Lungs crops but because of his success from farming he is unaffected but becomes severed from his connection with the Earth. Wang Lung is forced to sever his connection with the earth because of nature a. When the famine struck Wang Lung is forced to move away from his land severing his connection and losing his strength to stay upon the land. b. Almost coming to the decision upon selling his daughter to return to the land corrupts Wang Lung moral judgments. C. Triumph over nature and the land- How Wang Lung connection with the land is restored and the wealth he is rewarded with. 1. Wang Lungs connection with the Earth is stronger than before. When returning from the city with money him able to purchase property and profit from his expanding land he has gained because of the Earth providing him with more resources. b. Through hard work he has become more profitable and wealthier than before and is able to provide for his family. 2. Wang Lung leading a prosperous lifestyle with the current wealth he has gained. a. He is able to become wealthier and afford many lavished items in his household and lead a good lavished life while he is now old. b. He becomes well respected within his village and is looked upon as one of the great family’s to the villagers.