Statement of purpose Essay Example | Topics and Well Written Essays - 750 words - 4

Statement of purpose - Essay Example It gave me pleasure to explore this field and that fostered a growing interest in computer and its peripheral applications. As my knowledge of that field of endeavor grew, so did my curiosity about how computers work, how programs performed, and what applications could be done with current theoretical frameworks. As a student, I had been positively influenced in learning the need of putting theories into practice and how to face the immense hurdles without the fear of failure. As a software engineer, I studied the full life cycle of the software design process including requirements definition, prototyping, proof of concept, design, interface implementation, testing and maintenance. I also understand the need of learning database analysis and design. I chose to do my coop training in the Saudi Hollandi Bank and University of Hail. During the cooperative training (COOP), I had the opportunity to lead and work on two projects. The first one was about creating a timely data recording system that allows an appointed employee to insert private information to ATMs which allowed the administration to generate reports as well as manage ATM users. The second one was about creating an attendance system with new and extended features. Being an excellent student, I had achieved a GPA of 3.958 which gained the distinction of first honor. My passion for computer science provided the impetus to think about developing some applications which can serve the community. With this objective in my mind, I participated in the 5th scientific conference which aimed to develop a fitness application for smartphones in one’s native language. The application was designed to help people who want to use the calorie system to monitor their weight. It supported assistance to the user, especially through provision of crucial information about the users’ health. The application, in conjunction with its extensive features, was selected for

Us Foreign Policy With Respect To Iraq Essay Example for Free

Us Foreign Policy With Respect To Iraq Essay During the immediate post 911 period, President George W. Bush spent ample time addressing the United States and the world on the need to pursue and install democracy in Middle East as a long term strategy to winning the war against terror. This came in the wake of the events of the September 11th terror attack that left America shaken to its core. Such address by President Bush clearly defines in a summary the contemporary US foreign policy on Iraq. This paper will inadvertently analyze the foreign policy of the United States on Iraq. It will look at the motivation behind such policy, its achievement and the criticism that such a policy has attracted. Iraq has been a core subject in the United States foreign policy of long to an extent that it has been instrumental in shaping domestic and global politics. The nature of the United States foreign policy on Iraq is a reflection of the relationship that these two nations and the kind of the interaction that there leaders have been having. A look at the past decades of this relationship reveals that it has been full of conflicts and hostility, with the United States being the dominant player and Iraq, despite its immense resources, being on the receiving end although in defiance. The events that have shaped this modern foreign policy began taking shape in the 1980s. In the 1980s, Iraq was under the tutelage of the United States, benefiting from immense economic aid and also non-direct military support. By the time of the Iran-Iraq war, the United States did not issue sanctions despite Iraq’s bombing of the Kurds; instead it resulted to appeasing the then Iraq leader Saddam Hussein and intervening on his behalf. This relationship soured in the early 1990s after Iraq forces invaded and began an occupation in Kuwait citing unpaid up debts and oil feud. With the takeover highly condemned by the United Nations, the United States moved in with speed by sending its troops to the region signifying the commence of the Operation Desert Storm aimed at dislodging Iraq from Kuwait. Allied forces led by the United States liberated Kuwait and enforced a United Security Council resolution to dismantle all the held weapons of mass destruction by Iraq through an operation by the United Nations Monitors. The United States in a bid to extend its presence and occupation erected what came to be known as the â€Å"no-fly zones† heavily putting a stiff restriction on Iraq’s sense of sovereignty. This would indicate the start of a conflict that has by far come to shape today’s United States foreign policy in Iraq and by extension in the Middle East (Chollet, D. and James G. , 2008, 33). The United States since the end of the Operation Desert Storm has maintained its presence unleashing a series of air strikes towards Iraq. As a formal protest towards this transgression, Iraq began restricting the presence of the United Nations weapons inspectors terming them as a part of a larger espionage effort by the United States. Air strikes to this region have become a common event since 1993 by both the British and the United States forces. In a policy that has been sanctioned and appropriately defended by the successive American regimes, the United States has taken over the air space and heavily patrolled Iraq’s naval bases during Saddam’s regime to restrict any movements or any aggression towards Iraq’s neighbors. The United States took an active role in enforcing the sanctions as placed by the Security Council of which it is a key member possessing veto powers. Such sanctions were put in the hope that the hardships experienced would have a resultant effect of producing negative sentiments against Saddam’s rule. They were counter productive though as they strengthened Saddam’s resolve towards his stand in Iraq. One of the negative sides to the US supported sanction was that they only affected the citizens but not the ruling elite, while producing a generation that was anti-United States (Glenn P. ,2003, 58). The focus of the United State foreign policy as can be obviously discerned has been influenced by two things; terrorism and the first Gulf war. It is important to note that those that have largely supported the United States policy on Iraq have seen it as a necessary measure to â€Å"free up the Middle East military for further actions against Al Qaeda, to liberate the Iraqis people from their danger and establish, â€Å"a bunch bed of Arab democracy† (Richard A and Howard F. , 2004, 69). Such arguments have been widely criticized and indeed the United States foreign policy in Iraq has continued to draw mixed controversies with those in support of it being seen as pro war. There are those that see the United States policy as motivated by self interests and oil needs believing that if successful, such a foreign policy â€Å"would prompt US and multinational petroleum giants to rush into Iraq, dramatically increasing the out put of a nation whose oil reserves are second only to that of Saudi Arabia â€Å". (Nafeez M. , 2003, 234). Such sentiments have become prevalent in view of the raging debate over a foreign policy that has led the United States to be on a war path with the rest of the world. Most people in the world did not see the essence of the United States invasion. Polls taken prior to the commencement of the war had indicated that they did not favor the invasion which they did not see as justified. This would explain why the international community, the likes Russia, China and France failed to support the war, at the backdrop of the growing negative sentiment at home. The United States and the United Kingdom were alone in this war (Robert J. P. , 2005, 23). It is important though in the same light to analyze Presidents Bush’s fears over the possibility of Iraq harboring terrorists and the presence of weapons of mass destruction. As aforementioned, terrorism and the Gulf War of the early 1990 have had a significant impact on the structure of the current foreign policy towards Iraq. The United States during the Iran/Iraq was as history holds it, playing a crucial role in arming Iraq and probably turned a blind eye as Saddam Hussein stockpiled dangerous arsenals in readiness for an aggression with Iran. By then, the relations between the US and Iraq were what can be described as cordial with the United states hoping to use Iraq to contain the extremities characterizing Iran. Through this appeasement, Saddam Hussein was becoming dictatorial figure with little concern from the United States. The Kuwait invasion changed all this. With the search for weapons of mass destruction being in the fore several years after the Gulf War, President George W. Bush saw a perfect opportunity to invade Iraq citing the former’s reluctance to allow the search by the United Nations weapons inspectors. Since then, reference to the WMDs became an important tool in the formulation of foreign policy and in drumming up support for the war at home. The reluctance of the United Nations to sanction a strike against Iraq prompted the United States to near unilaterally take the matter into its own hands and wage war against Iraq. Capturing and hanging Saddam Hussein tragically ending decades’ long rule. The demise of Saddam and the fall of his regime would bring another key phase to the United States foreign policy, centering on how to contain the warning factors and maintain peace (Thomas E. Ricks, 2006, 54). Whether the terrorist attack by al Qaeda on September 11th prompted the renewed vigor in the foreign policy or it was a mere excuse to end Saddam’s rule is not clear. What is clear is that, the events of 911 prompted a radical shift in the policy of United States towards Iraq (Thomas G. et al, 2003, 86). The United States has been for long grappling with terrorism and maintains a huge list of suspected terrorist organization as well as nations that have links with such terrorist groups, either those that provide them with financial support or operation bases. The al Qaeda tops this list followed by other terrorist organizations from the Middle East. Indeed the nature of us foreign policy towards Middle East is structured in a way that insinuates that it regards the Middle East as the hot bed of terrorism. A visibly angry President Bush in the wake of the terror attacks warned that â€Å"states that harbor terrorists would be subject to military action† further warning the rogue states that in his Bush Doctrine, â€Å"either you are with us or you are with the terrorists† (Harvey W. , 2003,401). This was the vague link that was being used by Bush’s administration in the bid to garner domestic support for a war that proved afterwards to be grossly unpopular. Indeed, a huge portion of the Americas current foreign policy towards Iraq was influenced by this attack. President Bush exhibited an unrestrained impulse to install a new regime in Iraq and hence the excuse of the terror attack was a prefect opportunity. Bush’s administration had gained a lot of support both domestic and international in the war against terror especially directed towards al Qaeda in Afghanistan. The Afghanistan war commenced immediately after the 911 strike and was unanimously sanctioned by the congress. This was done in the belief that al Qaeda had formed a base in the mountainous region of Afghanistan. By extension, President George W. Bush believed that the existence of an unfriendly regime in Iraq would exacerbate the war against terror. The initial claims by the Bush administration that Saddam was harboring and aiding terrorists could not hold water. The reasons for the attack are still unclear, as Stefan H and Jonathan C (2005, 155) notes â€Å"weapons of mass destruction links with al-Qaeda, human rights abuses covered a wide and ever changing kaleidoscope†. This is because the claims on the presence of weapons of mass destruction â€Å"have been largely discredited and is retrospectively seen as a politically convenient pretext† (155) Indeed the general feeling is that the main reason for this war revolved around oil. It is worth noting that the United States foreign policy took a new turn after the toppling of Saddam Hussein. The United State had commenced a war without the proper authorization and sanctioning by the United States. With Saddam gone, the war had to be legitimized by installing a democratically elected government. Iraq conducted elections towards the beginning of 2005 under the watch of the United States military. Many argue however that such elections were used to disguise the huge discontent characterizing the Iraqis population with the hope of showing how united they were. History is rife with such examples where elections have been used to show national unity in the face of a brewing conflict underneath. With the rubberstamp of the United Nations, through the passage of resolution to oversee the elections, the United States had set the terms and conditions of the elections and was keen eyed to ensure that its candidate of choice emerged the winner. The Transitional Administrative Law which is playing a huge role in the governing process of the Iraq’s government, has given the United States a clear mandate, though defacto, to control Iraq. The post Iraq policy has been facing a number of challenges which mostly have been centering on the waging ethnicity in Iraq. Anna Mulrine (2008) identifies four challenges that are being encountered in the post war policy towards Iraq. The first one is the local militias. The United States has commenced a program that seeks to integrate the local militias into the police force to take advantage of their basic training and loyalty to the government especially the Sunni citizens. This fact however is exacerbated by the fact that these militias owe divided loyalty to both the government and to the insurgents. The rebuilding of Iraq is also hampered by the reduction of US forces in Iraq. There are plans to slash the number of US Army in Iraq due to the domestic opposition to surge at home. This creates a problem because the general feeling is that the Iraq police are too biased to be left to implement the reconstruction policies alone (Condoleeza R. , 2008, 52). The success of the United States foreign policy towards Iraq has not been largely seen by many especially in the knowledge that the war in Iraq had been largely criticized. Any success garnered so far is overshadowed by the intense criticism and the news of the numerous deaths and attacks suffered by the United States soldiers in a foreign land (Robert J. P. , 2005, 67). Most protagonists of war identify the toppling of Saddam and his consequent hanging as a major step towards democratization. In the words of President Bush, his toppling was a signal to all dictators that their numbers are numbered. The aim of the war was to make the world a safer place and secure American interests. This however is yet to be achieved as the war against terrorism is far from won. The recent elections and the setting up of a government however may be seen as a success to such policies but the war is yet to be over considering the huge insecurity charactering major towns in Iraq. United States soldiers are being killed daily and cases of suicide attacks are common, an indication that this war is far from over (Allawi, Ali, 2007, 46). The United States foreign policy has been largely criticized both domestically and internationally. Most of these criticism centers on the military intervention and the justification behind such intervention. Bush administration had misrepresented information on the urgency of the war due to the presence of weapons of mass destruction. This proved to be exercise in futility as the weapons were never found. The United States decided to take unilateral steps despite there being no evidence to indicate that indeed Iraq possessed WMDs. The links to terrorist could also not be established indicating that the evidence was largely manipulated. The fact that the US invaded Iraq without a proper mandate from the United Nations has also drawn criticism as it was in violation of the resolution 678 which was passed at the height of the Gulf War. Bush’s immense criticism was emanating from the public which led to the decline of the governments approval ratings to below thirty percent making president Bush the most unpopular president to be in office. International criticism centers on the unilateralism of America and also using democracy and terrorism as a disguise to the pursuits to secure oil resources in Iraq. It is apparent that the United States and Iraq have not been enjoying the best of relations in the past years. To Americans since the gulf war in the early 1990s, Iraq was the biggest threat to the world’s security as long as Saddam Hussein was on the driving seat. The United States foreign policy had been structured to reflect this. It is this suspicion that would lead the Bush administration to invade Iraq, topple and hang the despotic leader in the bid to install a democratic government in one of the most defiant nation in the Middle East. President Bush used lies and manipulation of evidence to initiate a war that has lead to the down fall of his presidency. The United States effort to install a democratic government and curb insecurity is yet to materialize as it is facing a myriad of challenges in addition to the growing criticism back at home. Crucial concern now to the United States foreign policy on Iraq is how to maintain peace and stability in a volatile country so as to implement the set program towards reconstruction. Bibliography Richard A. Falk, Howard Friel, 2004. The Record of the Paper: The New York Times on US Foreign Policy and International Law, 1954-2004. Verso. Nafeez Mosaddeq Ahmed, 2003. Behind the War on Terror: Western Secret Strategy and the Struggle for Iraq. CLAIRVIEW BOOKS. Harvey W. Kushner, 2003. Encyclopedia of Terrorism. SAGE. Anna Mulrine, September 16, 2008. Four Challenges Petraeus Leaves Behind for His Successor in Iraq. News World Report. Retrieved on 0ctober 15, 2008 from http://www. usnews. com/articles/news/iraq/2008/09/16/four-challenges-petraeus-leaves-behind-for-his-successor-in-iraq. html? PageNr=2 Stefan Halper, Jonathan Clarke, 2005. America Alone: The Neo-Conservatives and the Global Order. Cambridge University Press. Robert J. Pauly, 2005. US Foreign Policy and the Persian Gulf: Safeguarding American Interests Through Selective Multilateralism. Ashgate Publishing, Ltd. Robert J. Pauly, Tom Lansford, 2005. Strategic Preemption: U. S. Foreign Policy and the Second Iraq War. Ashgate Publishing Ltd. Thomas George Weiss, Margaret E. Crahan, John Goering, 2004. Wars on Terrorism and Iraq: Human Rights, Unilateralism, and U. S. Foreign Policy. Routledge Thomas E. Ricks, 2006. Fiasco, The American Military Adventure In Iraq. Penguin. Chollet, Derek and James Goldgeier, 2008. America Between the Wars. Public Affairs, Perseus Books Group Allawi, A. , 2007. The Occupation of Iraq: Winning the War, Losing the Peace, New Haven, CT: Yale University Press.

Impact of Employees Satisfaction on Customer Satisfaction

Impact of Employees Satisfaction on Customer Satisfaction Table of ContentsAbstract This research paper determines the impact of Employees Satisfaction on Customer Satisfaction. This study is based on the Standard Chartered Bank of Pakistan. In this study, the data has been collected from two different questionnaires one is for Employees perspective and other is for Customers perspective. This research has been conducted in Karachi. The target population for this research is the Employee and Customer of Standard Chartered Bank. A sample size of 100 respondents of each type from various locations of Karachi which are Gulshan-e-Iqbal, Gulberg, F.B.Area, D.H.A, and S.I.T.E are collected. Chi-Square test has been used to test the hypothesis at significance level of 95%. Finally, I find through analysis that Employee Satisfaction is a Key factor for the Customer Satisfaction. It has a significant Impact on Customer Satisfaction. Key Words: Employee Satisfaction, Customer Satisfaction. Introduction Private Banks are playing pivotal role in mobilizing nations savings. These banks have become the mainstream banking institutions in the country mainly, because of; public sector banks are not playing effective role due to obsolete technology and old dated infrastructure. These banks usually use traditional banking practices which are not suitable in this era of globalization led to the establishment of a handful of private banks. These banks are also failed to meet the service expectations of general public due to their inefficient operation including administrative delay, traditional technology, slow processing of transactions etc. This is one of the main reasons behind the flourish of the Private Banks numbers within a short period of time which increase competition. Consequently, banks have taken steps to attract customers and adopted a service orientation with a focus on developing customer-employee relationship. It is a logical approach since an overwhelmingly large proportion of bank customers in Pakistan prefer face to face banking. Taking necessary initiatives to improve the relationship between front line employees of the bank and its customers is of utmost importance in gaining a competitive advantage. Moreover, any new offering from one bank is quickly imitated by other competing banks. In such situation, customer-employee relationships could be used as an important tool for making them distinct from others. To understand how relationships are formed, need an insight into the factors that contribute to customer satisfaction. Many companies demonstrate a very narrow view of these factors assuming that if they get their core product right and deliver it quickly and conveniently, the customer will be satisfied. As leading customer satisfaction and customer loyalty research suppliers, researcher recognize that the drivers behind customer attitudes and opinions are much more complex than that. Customer satisfaction is a mental state which results from the customers comparison of a) expectations prior to a purchase with b) performance perceptions after a purchase. Previous studies shows that Satisfied Employees are more productive, innovative, committed and loyal, which in turn leads to customer satisfaction, which means that employee satisfaction plays a strong, central role in predicting profitability and organizational effectiveness. Employee satisfaction is significantly related to service quality and to customer satisfaction, while the later in turn influences firm profitability. Many firms have enthusiastically applied the operation-centric approach and demonstrated that it is an effective means for improving organizational efficiency. Nevertheless, the impact of human resources on operational systems has often been overlooked. The importance of employee attitudes, such as job satisfaction, employee loyalty, and organizational commitment, and their impacts on operational performance have largely been neglected in the extant OM literature (Boudreau, 2004). However, this study helps to understand the employees satisfaction play any role or not on customer satisfaction in Private Banks in Pakistan. This study is based on bank Standard Chartered, operating their business in whole country. This is conventional (interest based) Bank. This research conduct in Karachi city, thats why all the branches for research are in Karachi. These banks are located in different area of Karachi. Standard Chartered Bank Limited Standard Chartered is the largest and fastest growing International Bank in Pakistan. The Bank has been operating in Pakistan since 1863 when it first established its operations in Karachi. Standard Chartered now employees over 4,000 people and has a branch network of 162 branches across 41 cities in the country. Standard Charterers core businesses in Pakistan are in Consumer Banking and Wholesale Banking. Problem Statement There are significant benefits to be realized from trying to improve an organizations service/quality. And thats why managers devote so much time and money to training programs that instruct employees on the specifics of dealing with customers. What these managers dont understand, however, is that such attempts are largely cosmetic. Real improvements in customer service start with providing superior service and support to the employees themselves which manager of most companies doesnt realize. That is the big problem in Pakistan. So the problem statement is: that it is impossible to maintain a loyal customer base without a base of loyal employees. Research Objectives As mentioned in the problem statement, it is impossible to maintain a loyal customer base without a base of loyal employees. Hence the main objective of this study is to find the relationship of employee and customers either satisfy employee impact or not on customer satisfaction. Scope of study This research will identify importance of Employee Satisfaction. The research in this area is very important because there is no trend to satisfy the employee, and to satisfy customer employer offer type of packages and services. If employer realize that for customer satisfaction they must need to satisfy there employee first they may get more profit, A study at Sears Roebuck Co. showed that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction which, in turn, generated a 0.5 increase in revenues. This study is not limited to the banking industry; it helps all the private and public sector organizations. The scope of study is not very large due to the shortage of time. I selected Karachi because it has huge population. And people belong to every part of Pakistan found in Karachi. And I can find every class of people in Karachi. I cover different areas of Karachi like, Gulshan-e-iqbal, Gulberg, F.B. Area, D.H.A and S.I.T.E. Limitations of the Study Some of the respondents refused to fill the questionnaires. The responses may vary as some people did not want to come up with real answers. Difficult to gather primary data as some of the respondents is not taking questionnaire seriously The people were busy in their own work so they might not have given actual responses. Limitation of time. The survey is conducted only in few areas of Karachi; hence the results may vary in other parts of the cities. Small sample size. And like any other research the limitation of personal bias of respondents limits the scope of the study. The findings are based on the survey conducted in the month of June and July; the results may not vary on the basis of months because the study is based on the behavior like satisfaction. Operational Definitions Employee Satisfaction Employee Satisfaction can be defined as how Employee is happy on his work place which can be shown by his Loyalty and Commitment towards their organization. Customer Satisfaction Customer Satisfaction can be defined as how Customer is happy or agree to purchase the product and Services again, shown by his Loyalty and Commitment towards the Product and Services offered by the Organization. Literature Review Employee Satisfaction is crucial for any bank for its strong impact on customer perceptions of service quality and satisfaction. Dell (1991) illustrated customer-employee relationship as a state of customers overall good feelings when they interact with sellers. Previous studies (Garbarino and Johnson, 1999, Johnson et. al. 2008, Levesque, 1996) suggest two types of customer satisfaction. Overall satisfaction, comes from multiple experiences or encounters with the firm (Bitner and Hubbert, 1994) whereas, encounter satisfaction will result from the evaluation of a single, discrete interaction. Bank customers measure their satisfaction based on a series of encounters or ongoing relationship experiences with the banks employees. This corroborates (Storbacka et al, 1994) who argued that customers experiences gathered from all service encounters influence their overall satisfaction. However, customer-employee interaction is more vital in some countries (e.g., the Netherlands, Italy, and K enya) than in other parts of the world where people do not like to be involved in personal interactions (Gremler and Gwinner, 2000). In Pakistan, as personal relationships hold more influence on customers, it may be assumed that customer-employee relationships have stronger impact on customers mind for their satisfaction than those countries where personal relationship is not an important factor. Employees can derive satisfaction from their jobs by meeting or exceeding the emotional wants and needs they expect from their work. Therefore, Managers that can recognize this and understand the many different aspects that are involved in employee satisfaction will be successful at achieving the link between employee satisfaction, customer retention and added profitability. A substantial body of research confirms the positive association between employee and customer satisfaction (Bernhardt et al., 2000; Harter et al., 2002; Koys, 2001; Ryan et al.,1996; Tornow and Wiley, 1991). A common characteristic of all previous research is that present available dyadic studies have mainly focused on service employees who are in direct and intense customer contact, such as salespeople (Homburg and Stock, 2004, 2005), financial service consultants (Ryan et al.,1996), or service personnel from a restaurant chain (Koys, 2001). The concept of emotional contagion has been used in marketing research to explain the link between employee job satisfaction and customer satisfaction (Homburg and Stock, 2004; Pugh, 2001;Verbeke, 1997). According to this theory, customers catch certain emotional states of customer-contact employees which are associated with the employees job satisfaction. As an example (provided by Homburg and Stock, 2004), the level of experienced job stress is negatively correlated to the employees job satisfaction. Thus, a highly dissatisfied employee will (unconsciously) exhibit a high level of emotional tension expressed through facial expressions, vocalization, and other observable behaviors. That tension will be felt by the customer and consequently will affect the customers satisfaction via the process of emotional contagion (Wild et al.,2001). This will create cognitive tension for the customer as well, which in turn reduces the customers satisfaction-level. Employees create value for their organizations through the profitable relationships they create with the organizations customers. As the research has shown, loyal customers are profitable customers and loyal customers have an emotional connection with the organization, most often because of the employees at the organization. In order for employee value creation to even be a consideration, the employee must be satisfied with his or her employment situation. Satisfied and loyal employees deliver better customer service, make fewer mistakes, and maintain an emotional connection to the organization for which they work. A series of service encounters between an employee and a customer will lead to a productive and profitable relationship only if the employee is able to achieve consistently high quality in the encounter (Heskett, Sasser, and Schlessinger 1997). Research conducted on Call Centre employees and Customer shows that the private and public call centers employee and customer relationship link to be either positively or negatively correlated. Meaning that call centers that have high employee satisfaction also have high customer satisfaction and call centers with low employee satisfaction also have low customer satisfaction. Therefore, SQM is of the strong opinion that employee satisfaction impacts customer satisfaction for both the public and private sectors. Furthermore, SQM has demonstrated that a 1% increase in employee satisfaction represents approximately a 2% improvement increase in customer satisfaction. (Mike, 2005). Many times organizations assume that customers will become satisfied if prices and costs are simply lowered. However, much research has indicated that customers are willing to pay more for service and convenience. Employees create value for their organizations through the profitable relationships they create with the organizations customers. As the research has shown, loyal customers are profitable customers and loyal customers have an emotional connection with the organization, most often because of the employees at the organization. (Anthony, 2007). Methodology Target population and Sources of data: The target population in this study includes (i) front line employees and key personnel working in the customer service department of the different branches SCB located in Karachi and (ii) customers having account of any type in these banks. Primary data will be collected through two separate surveys. A questionnaire containing both structured and unstructured questions will be developed and administered through e-mail to randomly selected sample elements from the target population (i) above. A second survey would be conducted on a sample of 100 randomly selected customers of these banks from the target population (ii) above. Necessary secondary data such as annual reports, websites, newspaper reports and various other published works will also be collected from relevant sources. Hypothesis The following hypothesis was developed: Ho: Employees Satisfaction has a significant impact on Customer Satisfaction. Sample size The sample is based on employees and customers of Standard Chartered bank. And the size is 100 respondents of each type. How to collect data To collect data method of questionnaire based survey is conducted and the question is about the loyalty and commitment of employees and customers behaviors towards the bank. Statistical Techniques The SPSS software has help us in the solution of research calculation. Chi-Square test has been used to test the hypothesis at significance level of 95%. Analysis and Findings The measurement factors of Employee according to the questionnaire are Job Security, Working Condition, Compensation Packages, Team Leaders, Communication level in Bank with peers and seniors, Customer services providing by the them and Training and Development from the Bank, this factors measure on the scale of satisfaction and the end result which comes in the over all satisfaction level of Employees are shown in the table 1: Table 1 Satisfaction Level Of Employee Frequency Percent Valid Percent Cumulative Percent Valid Satisfied 59 59.0 59.0 59.0 Neutral 11 11.0 11.0 70.0 Dissatisfied 30 30.0 30.0 100.0 Total 100 100.0 100.0 59 % of employees are satisfied by these all factors, 11% of the Employees are neither satisfied nor dissatisfied and 30% employees are Dissatisfied from these factors. Observation Compensation Packages is the main reasons of Dissatisfaction, and some of them are not satisfied with their Team Leaders. Similarly the measurement factors of Customers, according to the questionnaire are Responsiveness from the front desk Employees, Products and Service Quality, Delivery of Services, Competitiveness and Technical Support from the Bank Employees, these factors also measure on the scale of satisfaction and the end result which comes in the over all satisfaction level of Customer are shown in the table 2: Table 2 Satisfaction Level Of Customer Frequency Percent Valid Percent Cumulative Percent Valid Satisfied 42 42.0 42.0 42.0 Neutral 19 19.0 19.0 61.0 Dissatisfied 39 39.0 39.0 100.0 Total 100 100.0 100.0 42% Customers are Satisfied with the Banks overall Services, 19% of Customers are neither Satisfied nor Dissatisfied and Finally 39 % Customers are Dissatisfied. Observation shows that this ratio of Dissatisfaction is Because of Product and Service Quality and Delivery of Services. Table 3 Satisfaction Level Of Customer * Satisfaction Level Of Employee Cross-tabulation Count Satisfaction Level Of Employee Total Satisfied Neutral Dissatisfied Satisfaction Level Of Customer Satisfied 44 1 6 42 Neutral 5 3 6 19 Dissatisfied 10 7 18 39 Total 59 11 30 100 The Table 3 shows the overall satisfaction of Employee and Customer, 42% employee Satisfaction leads to the 59% satisfaction Of Customers, 19% neutral employee does not effect significantly and Finally 39% Dissatisfied Employees leads to the 30% Customer Dissatisfaction. table 4 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 19.683a 4 .001 Likelihood Ratio 21.158 4 .000 Linear-by-Linear Association 15.674 1 .000 N of Valid Cases 100 The above table 4 gives the test results for the chi-square test for independence. The first row labeled Pearson Chi-Square shows that the value of à Ã¢â‚¬ ¡2 is 19.6837 and the degree of freedom is 4. The two-tailed p-value is shown as 0.001, which is less than 0.05, so our hypothesis is accepted and we conclude that there is significant impact of Employees Satisfaction on Customer Satisfaction. Conclusion Keeping in view the results discussed above it can be safely concluded that there is positive association between the Employee satisfaction and Customer Satisfaction. On the basis of results generated by using SPSS software (17th version) and the test applied on it is chi-square, it is found that Satisfied Employees either front desk or not has a significant impact on Customer Satisfaction. If Employee is Satisfied with the Job, He/she would be loyal, and committed with the bank and in the result they are providing good services to their valuable Customers as they perceived, and finally Customer is Satisfied. Recommendations and Direction for further Research On the basis of the analysis I recommend that the researcher can be conducted in every field and specially in government sector so that we can find out the reasons of dissatisfaction of customer in this sector similarly the large number of respondent will gives the accurate finding where as the area of this research is very limited based on one city and one bank. Following this line of thought, I also suggest that researchers examine the relationship between employee satisfaction and companys profitability. For instance, is employee satisfaction a necessary condition for Companys Profitability?

Athens And Sparta: Similarities And Differences :: essays research papers

Athens and Sparta: Similarities and Differences   Ã‚  Ã‚  Ã‚  Ã‚  One of the greatest city states of all time was the city state of Athens from which we take many of our modern ways. Their government was a full democracy in which they had an assembly was all male citizens over 25 years old, they had the council of five hundred which was chosen by lot of people over 30 and they proposed laws to the assembly. Then there was the court where there were no judges and the juries were very large, the archons which were the nine people with the most power before the assembly took it away from them.   Ã‚  Ã‚  Ã‚  Ã‚  The Athenians descended from the Ionians in the attica region. Their city was mainly located on acropolis'. They had all around education which meant everyone was entitled to education not just the rich. They were also concerned with money and they also had unproductive soil which meant they would have to find other ways to make money, so they became sea traders.   Ã‚  Ã‚  Ã‚  Ã‚  Unlike Sparta their slaves had legal rights which meant they could be freed if the owners of them thought to do so. They also had Draconian laws which were pretty tough laws and sometimes unfair. Since they had slaves they had a lot of time to pursue cultural interests and led their society forward intellectually, so they got into making dramatic plays for their enjoyment.   Ã‚  Ã‚  Ã‚  Ã‚  There were three classes of people in Athens the first class were Citizens which were above age 19, then there were Metics which were considered the middle class. Then there were slaves which was about as low as you could go.   Ã‚  Ã‚  Ã‚  Ã‚  So all in all you will see Athens is a lot different then Sparta which I will tell you about now.   Ã‚  Ã‚  Ã‚  Ã‚  Sparta government was a lot different then Athen's they had the five ephors who were overseers and were the real rulers of Sparta. Then came the council of Elders which was made up of 28 men over 60 and they proposed laws to the assembly. Then there were kings who were elected by the assembly and served as high priests, judges, and army commanders. Then came the Assembly which were all citizens over 30 who elected officials and voted on major policies. Their government was Totalitarian.   Ã‚  Ã‚  Ã‚  Ã‚  The Spartans descended from the Dorians and were located in the Laconia region. Their city was built in a valley and had no walls because they said they could defend from an invaders. Unlike the Athenians their soil supported farming but they were culturally backward, which means we never got anything out

Sacrifice and Cadaver Donation :: Religion Death Dying Essays

Sacrifice and Cadaver Donation Though the practice of sacrifice is most commonly associated with devotional practices for specific religions, religious ceremony is not the sole arena for sacrificial rituals. In fact, sacrifice can be used loosely to describe any number of profane activities. Parents make sacrifices for their children; students often sacrifice fun for academic success, and athletes sacrifice social freedom and body comfort for their sport. Yet these examples of profane sacrifice are only related to religious sacrifice distantly, the definition of sacrifice must be stretched quite a bit in order for these secular compromises to be equated with the ritual offerings and practices of religious sacrifice. However, there is one secular institution that incorporates a practice of sacrifice that is very similar to devotional religious sacrifice. In their book on the nature and function of sacrifice, Henri Hubert and Marcel Mauss define sacrifice as â€Å"religious act which, through consecration of the victim, modifies the condition of the moral person who accomplishes it or that of certain objects with which he is concerned.† [i] Though this definition presupposes that sacrifice is specifically a religious act, the use of cadavers for education can be applied to Hubert and Mauss’s definition and explication of sacrifice. The practice of donation and dissection of human cadavers for education shares characteristics such as the presence of a sacrifier, sacrifice, and sacrificer, all of whom participate in a ritual that allows each participant to experience a modified condition as a result of participating in this ritual. In this way, bodily donation and dissection for educat ion is sacrifice. Ritual Donation, Preparation, and Dissection There are essentially two different methods by which an individual can come to be donated as a cadaver for research or for educational dissection. [ii] Either an individual can volunteer their own body for donation, or the family of the deceased can donate a body post hmortem. In either case, there is a strict procedure that is followed in the United States of America, which includes the legal procedure of relinquishing a body, and continues through the embalming, dissecting, and cremating of the cadaver. The two methods of donation, either by the individual or by their family, are accompanied by the same legal protocol to ensure the cadaver will be used for its intended purpose and its remains will be returned to the family. This protocol goes as follows: Who Can Donate Any competent person 18 years of age or over may donate their body for medical education and research. Sacrifice and Cadaver Donation :: Religion Death Dying Essays Sacrifice and Cadaver Donation Though the practice of sacrifice is most commonly associated with devotional practices for specific religions, religious ceremony is not the sole arena for sacrificial rituals. In fact, sacrifice can be used loosely to describe any number of profane activities. Parents make sacrifices for their children; students often sacrifice fun for academic success, and athletes sacrifice social freedom and body comfort for their sport. Yet these examples of profane sacrifice are only related to religious sacrifice distantly, the definition of sacrifice must be stretched quite a bit in order for these secular compromises to be equated with the ritual offerings and practices of religious sacrifice. However, there is one secular institution that incorporates a practice of sacrifice that is very similar to devotional religious sacrifice. In their book on the nature and function of sacrifice, Henri Hubert and Marcel Mauss define sacrifice as â€Å"religious act which, through consecration of the victim, modifies the condition of the moral person who accomplishes it or that of certain objects with which he is concerned.† [i] Though this definition presupposes that sacrifice is specifically a religious act, the use of cadavers for education can be applied to Hubert and Mauss’s definition and explication of sacrifice. The practice of donation and dissection of human cadavers for education shares characteristics such as the presence of a sacrifier, sacrifice, and sacrificer, all of whom participate in a ritual that allows each participant to experience a modified condition as a result of participating in this ritual. In this way, bodily donation and dissection for educat ion is sacrifice. Ritual Donation, Preparation, and Dissection There are essentially two different methods by which an individual can come to be donated as a cadaver for research or for educational dissection. [ii] Either an individual can volunteer their own body for donation, or the family of the deceased can donate a body post hmortem. In either case, there is a strict procedure that is followed in the United States of America, which includes the legal procedure of relinquishing a body, and continues through the embalming, dissecting, and cremating of the cadaver. The two methods of donation, either by the individual or by their family, are accompanied by the same legal protocol to ensure the cadaver will be used for its intended purpose and its remains will be returned to the family. This protocol goes as follows: Who Can Donate Any competent person 18 years of age or over may donate their body for medical education and research.

Media Manipulation and Americas Favoritism of Israel in the Israel-Pal

I’m a frequent traveler. When doing regular traveling one gets to compare and contrast different cultures on regular basis. Most of these comparisons include foods, clothes or simple social attributes. Lately however I have to come to realize a sharp and quite disturbing difference in US media. Whenever I have the chance to compare news coverage in the middle-east I find myself confused and parted. I often find American news coverage, TV and newspapers alike, being bias, especially those covering problems in the Israeli/Palestine conflict. It seems as if I am watching two different wars. In America I am watching a stronghold power, Israel, fighting the endless terrorism brought by Palestinians. In Europe I see a war between two nations in despair thoroughly trying to fight terror from both sides of the conflict. I consistently find myself questioning American newspapers, as they use overly strong terminology and definitions on top of puzzling omission of essential facts. This paper was made to research and analyze the cause of my questioning while comparing these causes to Europe in order to see if my questioning is justified. I found that because of small groups with pro-Israeli interests dictating this country, U.S government has a need to manipulate and slant media in order to get accord for their action. The questionable U.S actions include extremely imbalanced aid to the Middle/East conflict, favoring Israel. However, before I could draw any conclusion of a U.S bias I had to analyze whether my accusations for U.S media bias was justified. The manipulation becomes quite evident if one analyzes seven common violations of objective journalism: selective omission, misleading definitions and terminology, imbalanced reporting, opin... ...ffairs. 2004. â€Å"U.S. Aid to Israel Subsidizes a Potent Weapons Exporter.† Jim Krane. 2002. Associated Press. 20 June, 2002. â€Å"The Launching of New International Campain†¦Ã¢â‚¬  Dr. Mustafa Barghouthi. 2004. EU Social Forum. 20 Oct. 2004. â€Å"The Weird Men Behind George W. Bush’s War†. Michael Lind. 2003 New Statesman. 7 April. 2003. †A Costly Friendship†. Patrick Seale. 2003 The Nation. 21 July, 2003. â€Å"Pressure on Campus†. Paul Findley. 2004. They Dare to Speak Up. 2004. < http://www.ifamericansknew.org/us_ints/pg-campus.html>

Picasso’s Guernica and Tetler’s Reflection Essay

These are both massive pieces of art, ‘Guernica’ being 138 inches by 308 inches and ‘Reflections’ makes up panels 29 and 30 of the Vietnam wall. But their message is massive too  In some ways ‘Guernica’ is the more horrific with its stark black, grey   and white portrayal of nightmarish horrors, so much so, that when an international conference was held in the Prado the participants asked for it to be covered during their stay. It was painted in response to the bombing of the Basque town of Guernica in 1937 when German planes were in the service of General Franco during the Spanish Civil War. Usually referred to as an abstract painting, but figures are depicted   – a dying horse, a desperate woman in a burning house, a soldier with a broken sword, , and the wailing woman on the left holding her dead child and of course the Minataur, a mythical monster. The result must produce horror in all who behold it. Revulsion at what can occur   – at what man can do to man. It is an instantly uncomfortable and according to art author Jesse McDonald ‘a devastating attack on the cruelty and folly of man.’ (McDonald, front flap ‘Pablo Picasso’.) Lee Teter’s work, a memorial to a different war , that of Vietnam, is much more realistic, even though the majority of the figures in the picture are meant to be dead soldiers. It is not at first as uncomfortable as ‘Guernica’, but the longer one looks at it the more one realises there is very little difference. The figure standing in front of the wall was originally dressed in fatigues, but is now depicted as a business man – this was felt to be a truer reflection of life for many veterans. This man has lost comrades in what many felt to be a pointless war that America should not have been involved in. More than that though   – he has survived and carries in himself   the guilt that that involves. The dead are depicted as shadowy figures, one of them is a portrait of Micki Banks who actually lost his life in Vietnam. Picasso’s picture is like an instant snap shot, but Teter’s looks at the long term results, so surprisingly I find the Picasso easier to deal with, because in life people tend to get over problems, but Teter makes me realise that there are some things we cannot and should not forget.