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The Dark Side of Writing Edagar Allan Poe and Stephen...

Edgar Allan Poe and Stephen King are famous for their works in horror. Who are these authors and why do they write these horrifying tales? Edgar Allan Poe’s life and literary works are more ominous than Stephen King’s life and literary work. Edgar Allan Poe had a morose story of his life. His life started out with his parents dying when Poe was only three years old. He was adopted by a wealthy tobacco merchant, John Allan and his wife, Frances Valentine Allan. John Allan raised Edgar Allan Poe to be his own, yet Poe wasn’t an Allan much. Poe decided not to go into business for college yet that was the only reason John would pay for Edgar to go to college. So, Edgar Allan Poe had to pay for college on his own. He decided to take up†¦show more content†¦Edgar Allan Poe was found in Baltimore for unknown reason when he was supposedly going to Philadelphia. On the other hand, Stephen King’s life is not as bad as Edgar Allan Poe’s. Stephen King was a surprise to the King Family, when he was born on September 21, 1947. Stephen King’s parent’s relationship was a beastly one, and ended with Stephen’s father leaving when he was two years old. King had ups and downs as a child. Ac cording to Stephen King in an interview, King said, As a young child, King witnessed a horrifying accident. â€Å"The event occurred when I was barely four,† King recounted. â€Å"According to Mom, I had gone off to play at a neighbor’s house — a house that was near a railroad line. About an hour after I left, I came back, she said, ‘as white as a ghost.’ I would not speak for the rest of the day. I would not tell her why I’d not waited to be picked up or phoned that I wanted to come home. I would not tell her why my chum’s mom hadn’t walked me back, but had allowed me to come home alone. It turned out that the kid I had been playing with had been run over by a freight train while playing on or crossing the tracks†¦ My mom never knew if I had been near him when it happened. But I have no memory of the incident at all, only of having been told about it some years after the fact† (blogs.amctv.com). King, in college studied literature to become a writer

Media Governance and Public Sphere

Question: Discuss about the Media Governance and Public Sphere. Answer: Introduction: The aim of the study is to analyze a policy document of government and critically evaluate it from the media governance angle. Creative Australia national cultural policy has been selected as the case study. Creative Australia has portrait the essential role of art and culture in Australia and its relationship with the economy and social culture of the nation. Keeping this perspective into consideration, the thesis statement for the discussion can be formulated. Creative Australia reflects the diversity of modern Australia and outlines the cultural heritage and creative industry that happened to be a vital industry in the historic past of Australia and has been helping to create a bright future in the same field (Caust 2014). There is no dilemma to understand the fact that the artists of the nation are not treated the way other professionals are treated. They always remain devoid of certain opportunities in the society. However, in the recent time, it has been observed that the gover nment has been focusing on this part of the society as well and better approach has been made to create the artists and the creative people in a better way. Thus, a critical analysis of the current situation of the governmental policy towards Creative Australia shall be carried out in this study. Policy Summary: It has been evident that the Australian Government has laid foundation to launch Creative Australia as a reform program in the field of art and cultural infrastructure. In order to achieve the strategic goals of the country, the government has been found to invest in the art and cultural infrastructure. Investment has been made in the music industry as a part of the cultural perspective (Caust 2014). Considering the size and scale of Australia, the cultural heritage and identity of the nation plays a vital role in shaping the art and culture of the nation. Australia is always embraced as the home of one of the oldest living people with a unique culture. They have an enduring legacy and robust values build for over two centuries. Keeping all these perspectives into consideration, Australian government has elevated to improve the cultural perspective as a part of the political agenda. Creative Australia has recognized the centrality of creativity, art and culture across the whole nation and how effectively government can play a significant role in improving the condition of the society. Government is focusing on engaging people in the various art and cultural activities. In this respect, the impact and influence of the digital tools and media cannot be denied. The digital tools have helped in fostering and building the socio-cultural perspective of creativity. This in turn has also helped to create more job opportunities and unimaginable participation of people in the field of art and culture (Altman 2013). Keeping all these consequences into consideration, serious actions have been taken by the government of Australia and the Australia Council have been found to redesigned for the purpose of getting better outcome from the overall situation. It has been found that more people have been found that more people engaged in developing a broad peer assessment on the Au stralian artists. A more flexible structure has been designed to form the broad structure for the platform of the artistic talent. Severe discussions were made to make out things in a proper way and create collaboration with other nations or countries (Cowen 2009). This shall help Australia to achieve a strong hold of the overall approach made towards the artistic field. In order to expand the process of the creativity and traditional heritage of the nation, it has been found that there were major organizational bodies that partnered with other and mandate a support of growth in the particular field. In fact, this approach was made towards a business perspective that shall help the nation to gain profit from the overall activities. Therefore, the government at the different level was found to participate in the overall development of the culture and other creative areas. Far sighting this approach of profitability, it was seen that the government had invested more than $1.5 million in these aspects (Caust 2014). It was ensured that the creative and other artistic means such as the songs and the dance shall continue without any kind of hindrance in the process. Further, it was found that in order to make the things acceptable among the population of the country, some practices needed to be carried on that would eventually help the population of the co untry to understand the value of the artistic and creative field of the nation. Thus, investment was made to build a number of museums and other such places that shall reflect the creativity of the nation. In fact, the media also played a significant role in this by informing the population about the advent of these places. Soon these places were popularized and the nation saw a new glace of artistic talent in the era of scientific development (Gray 2004). The art museums, galleries and libraries do not only have huge collection of paintings and figurines but it also contained a huge collection of songs, films and other such divisions of art. Explanation and Evaluation: Evaluating the concept of Creative Culture undertaken by the government of Australia, it can be said that the federal government of Australia has made successful strategic planning by the partnering with the artists, philanthropists, educational institutions and with the community groups as well. This way, the government has been successful in inspiring people and pursued a leadership approach with better diligence and commitment (Mcdowall 2013). A well trained and diligent group of creative partners have been helping in advancing the stages of art and culture in the country. In fact, the Australian artists have also been found to make their domination in the international market as well. The media made them more popular among the other nations. Soon, it was found the popularity and the acceptability of these artists kept on increasing and Australia could be easily known by the name of these famous artists rather than as a country for the best cricket players (Gray 2004). In order to introduce new acts for the purpose of creative Australia, a number of significant steps have been taken. Government has supported the steps by making better funding decisions. For instance, the government has modernized the governance structure for the Australian council that has successfully helped to adapt the changes and the emerging trends of the art and the culture (Throsby 2006). In fact, the Government has been found to invest about $75.3 million for the artists and the art organizations. This has allowed the council to carry out more development and researches in the field of art and creativity. $39 million has been observed to be transferred for the regional touring programs and another $22.8 million for the visual art and craft strategy (Gibson 2014). All these strategies have been undertaken to improve the artistic and the cultural excellence of the nation. Understanding the value of this field and the increasing demand of artists, many people were also found to try out their career in the artistic field. It was not necessarily that the artists had to perform in the live streaming only, but the artists chose any option to present their talent to the public (Rowe et al. 2016). It was found that people recorded their video and made it publicized among the people through the various channels of internet. The power of the social media sites like the Facebook, Twitter, YouTube cannot be declined. It has helped many artists to reach out that point of success that many crave for (Idriss 2016). Another important point of consideration is that the artistic talent was not limited to certain areas like songs or dance but it was found that various artists came up with various themes of serving people (Westwood 2013). For instance, it was found that many artists were focusing on the other aspects of the culture, like the visual arts, design and in f act as a part of comedy show as well. In the later stage, it was evident that Australia welcomed many other artists from around the world to participate in the talent hunt. People started liking these shows and the popularity of these shows increased from time to time. Critique: As commented by Gibson (2014), there has been a drastic change in the traditional artistic and creative means that used to carry on in the nation of Australia. The advent of media and technology has improved the situation to a large extent. With the help of the technological development, it has become easier to reach out people even in the international sphere. This way, the nation has been gaining identity in the sphere of art and creativity. The cultural policy of Australia has shaped the cultural aspect of the country and has helped to gain the things that had been long been remained concealed under the influence of other developments (Dovey et al. 2016). However, there are certain challenges that the new cultural policy of the nation has been facing in the recent time. The challenges include the decision of the government to invest in the field of art and culture instead of advancement in other fields like education and science. Much have been debated on the fact that for the dev elopment of a country, investment shall be made on better research and development and in the scientific technology and not for conserving the art and the heritage of the nation (Bennett et al. 2015). However, keeping the demand of the market into consideration, it has become evident that the demand of artistic talent has been increasing. Thus, if certain approaches are made that would improve the art and culture of the nation, it should be welcomed. If the approach of creative Australia is compared with the other nations of the world, it can be said that many other countries have also been found to invest in the creative field as well (Power 2016). Countries like India, Spain and other European countries as well have well integrated structure for the artists and the creative people. In fact, a good sum of money is kept for improving the creativity and the cultural heritage of the country. Suzor et al. (2014) have commented that for some countries the traditional approach is a part of the culture of the country and thus, the government has to spend on this. However, it might not be same for the case of Australia. Thus, the debate of whether the government should participate in the improvement of the artistic and the cultural aspect of the country still continued (Daniel 2016). There were many reforms that were conducted as a part of increasing the value of the artist and create a better stand for them. In order to change the scen ario, several policies were designed that ultimately created a storm and a change in the overall cultural policy of the country. With all these reforms, the artists also relieved their part of life and they were given the equal rights and opportunities in the society like other professional experts. Conclusion: Adetailed discussion on the governmental policy for improving the approach towards the creative Australians has been carried. It has been observed that the artists and the creative people have been given much opportunity in the recent time to show their talent in front of the nation and the world. Governmental policies have included funding and investing on the various parts that relates to the artistic talent. The government has been helpful enough to provide them the opportunity to come up with their talent and show it to the world. The media has played a significant role in reaching out the public in both domestic and the international forum. The artists who perform on various types of creative activities have been provided with major opportunities that would support their talent and helped them to prosper in life. This way it can be said that the government is supporting all the professions of the nation. References: Altman, Jon. 2013. Indigenous cultural policy: Creative Australia or creative accounting? The Conversation, April 19. Bennett, J., R. Woods, N. Bower, S. Bruce, and G. O'Connor. "Creative councils for creative communities: The Marrickville creativity project." (2015). Caust, Josephine. 2014. Cultural wars in an Australian context: challenges in developing a national cultural policy. International Journal of Cultural Policy 21: 168182. Cowen, Tyler. 2009. In praise of commercial culture? Harvard University Press. Daniel, Ryan. "Creative artists, career patterns and career theory: insights from the Australian context."Australian Journal of Career Development25, no. 3 (2016): 91-98. Dovey, Ken, Steve Burdon, and Robert Simpson. "Creative leadership as a collective achievement: An Australian case."Management Learning(2016): 1350507616651387. Gibson, Chris, ed.Creativity in peripheral places: Redefining the creative industries. Routledge, 2014. Gray, C. 2004. Joining-up or tagging on? The arts, cultural planning and the view from below. Public Policy and Administration 19: 38-49. Idriss, Sherene. "Racialisation in the Creative Industries and the Arab-Australian Multicultural Artist."Journal of Intercultural Studies37, no. 4 (2016): 406-420. Mcdowall, Carolyn. 2013. Creative Australia Arts Culture Reforms Long Overdue. The Culture Concept Circle, March 10. Power, Anne. "Transformations in Arts-Based Service Learning: The Impact of Cultural Immersion on Pre-service Teachers Attitudes to Australian Aboriginal Creative Music-Making." InEngaging First Peoples in Arts-Based Service Learning, pp. 147-158. Springer International Publishing, 2016. Rowe, David, Greg Noble, Tony Bennett, and Michelle Kelly. 2016. Transforming cultures? From Creative Nation to Creative Australia. Media International Australia incorporating Culture and Policy 158: 6. Suzor, Nicolas P., and Rebecca Tushnet. "Creative Commons Australia and Organization for Transformative Works submission to the Australian Governments online copyright infringement discussion paper." (2014). Throsby, David. Jan 2006. Does Australia Need a Cultural Policy? Platform Papers 7:1-54. Westwood, Matthew. 2013. Creative Australia arts policy to 'create jobs. The Weekend Australian, March 13.

Sigmund Freud Theory free essay sample

This socialisation takes place through parents’ rewarding good behaviour and punishing bad behaviour. However, the parents are not always â€Å"in control† of their own feelings. Sometimes they allow their own feelings of frustration and disappointment show (based in their feelings of inadequacy formed because of perceived pressures from other parents). The parent rewards the child for behaviour that is â€Å"approved†. Displays of anger or even violence demonstrate the parent’s disappointment. The child enjoys the warm feeling of satisfaction. The child feels guilt and shame at â€Å"letting its parent down†.These feelings of shame and guilt become established in the psyche as the conscience. 2 Conscience Freud The Conscience at Work A person brought up in a strictly Christian family can experience powerful feelings of guilt if (or when! ) they begin to reject some of the values that they have been brought up to hold. Peter was brought up in a strongly Presbyterian family. We will write a custom essay sample on Sigmund Freud Theory or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page When he was a child, he attended Church twice every Sunday.  § The minister’s sermons would be delivered in powerful tones – the theme would usually be the punishment in hell waiting for the unrighteous. He would be made to wear his uncomfortable â€Å"Sunday Best† – there would be no Television, or toys or games. The day was spent in silent contemplation, Bible study or discussion groups.  § Many topics were â€Å"taboo† – particularly sex. Alcohol was banned. The women in the Church dressed modestly, and expected their daughters to dress the same. When Peter leaves home, and begins to experience aspects of the World previously forbidden to him, he may feel a certain guilt. For example, Peter’s first experience of alcohol may not simply leave him with a powerful hangover.He may also feel guilt. This feeling of guilt may (or may not) affect his decision making in future encounters with the demon drink.  § These guilt feelings will be particularly powerful when linked to sexuality.  § In particular, homosexuality, masturbation and sex outside of the marriage bond would give rise to guilt feelings. The Christian Church appears to have behaved in such a way as to support Freud’s theory. St Augustine and St Paul are accused of establishing a climate of sexual repression through their teachings about sexuality:  §  §St Paul writes at length about the correct setting for a sexual relationship – in particular he argues that marriage can be used as a safety valve for the sex-drive. St Augustine provides a clearer example of the way that guilt can lead to a puritanical view of sex. St Augustine’s mother was a devout Christian. Augustine grew to resent her views, and as he grew he began to â€Å"experiment† with life. During his early years, he joined a sect (almost like joining a cult today). He travelled to Milan to study rhetoric, and took a lover (she later gave birth to a Son by him). However, he began to feel increasingly uncomfortable about his hedonistic lifestyle. He began to look for less physical answers to his feelings, and at a particularly low moment had a conversion experience. On his return to North Africa he was (forcibly) ordained Bishop of Hippo, and he began writing some of the most influential works in Christian literature. 3 Conscience Freud With reference to sexual intercourse, Augustine is quoted as saying â€Å"men should go to their task with reluctance†. Augustine also argued that the best relationship within a marriage was one of celibacy.His teachings affected Christian attitudes to sexuality.  § This has led to a repression of sexuality within Christianity – the Church appeared to consider sexuality to be innately sinful. Freud argues that this disapproval of sexuality has caused the repression of feelings of shame, leading to neurotic behaviour. The guilt felt by a person causes them to behave in a certain way. Does this mean that there is no place for God in Freud’s view of the Conscience? Freud’s argument is based on the idea that the Conscience is manufactured from experiences and conditioning.Aquinas and Butler argue for a more God-given conscience. There has not been a satisfactory attempt to explain how Freud’s version of the conscience can have God as its source – the best would appear to be that God provided the structure in which the conscience develops. Modern developments in Freud’s theory. Psychology now argues for a two-level conscience. The ego forms a more mature The super-ego forms an conscience. It seeks to achieve under-developed conscience. a form of self-identity based on This is based on the mass of value and worth. The ego tries experiences of shame and guilt. o develop a â€Å"world-view† for The super-ego causes the the person which informs his person to behave like a child – direction through life. seeking approval, or obeying rules without question. It is possible to reintroduce the role of God into the development of the conscience. The mature conscience seeks to establish self-identity based on ideas of value. Many philosophers have argued that the highest value is that of the greatest good (the Summum Bonum). Some even identify God with the highest good – it could therefore be argued that as the mature conscience is striving for the highest good. 4

Learn More About How Communication Media Has Evolved

Learn More About How Communication Media Has Evolved Smart newspapermen of the time paid attention when the telegraph was invented. The New York Herald, the Sun and the Tribune had been founded recently. The proprietors of these newspapers saw that the telegraph was bound to affect all newspapers profoundly. How were the newspapers to cope with the situation and make use of the news that was coming in and would be coming in more and faster over the wires? Improved Newspaper Presses For one thing, the newspapers now needed better printing machinery. Steam-powered printing in America had begun. New printing presses were introduced in the United States by Robert Hoe at the same time as Samuel Morse was struggling to perfect the telegraph. Before steam power, newspapers printed in the United States used presses operated by hand. The New York Sun, the pioneer of cheap modern newspapers, was printed by hand in 1833, and four hundred papers an hour was the highest speed of one press. Robert Hoes double-cylinder, steam-driven printing press was an improvement, however, it was Hoes son that invented the modern newspaper press. In 1845, Richard March Hoe invented the revolving or rotary press letting newspapers print at rates of a hundred thousand copies an hour. Newspaper publishers now had the fast Hoe presses, cheap paper, could type cast by machinery, had stereotyping and the new process of making pictures by photoengraving replacing engraving on wood. However, the newspapers of 1885, still set up their type by the same method that Benjamin Franklin used to set up the type for The Pennsylvania Gazette. The compositor stood or sat at his case, with his copy before him, and picked the type up letter by letter until he had filled and correctly spaced a line. Then he would set another line, and so on, all with his hands. After the job was completed, the type had to be distributed again, letter by letter. Typesetting was slow and expensive. Linotype and Monotype This labor of manual typesetting was done away with by the invention of two intricate and ingenious machines. The linotype, invented by Ottmar Mergenthaler of Baltimore, and the monotype of Tolbert Lanston, a native of Ohio. However, the linotype became the favorite composing machine for newspapers. The Invention of the Typewriter While  new  technology for printing newspapers was being developed, another instrument for journalists was coming into existence, the  typewriter. Early Typewriters Alfred Ely Beach made  a sort of typewriter  as early as 1847, but he neglected it for other things. His typewriter had many of the features of the modern typewriter, however, it lacked a satisfactory method of  inking  the types. In 1857, S. W. Francis of New York invented  a typewriter  with a ribbon that was saturated with ink. Neither of these typewriters  were  a commercial success. They were regarded merely as the toys of ingenious men. Christopher Latham Sholes The accredited father of the typewriter was Wisconsin newspaperman, Christopher Latham Sholes. After his printers went on strike, Sholes made a few unsuccessful attempts to invent a typesetting  machine. He then, in collaboration with another printer, Samuel Soule, invented a numbering  machine. A friend, Carlos Glidden saw this ingenious device and suggested that they should try to invent  a machine  that print letters. The three men, Sholes, Soule, and Glidden agreed to try to invent such  a machine. None of them had studied the efforts of previous experimenters, and they made many errors which might have been avoided. Gradually, however, the invention took form and the inventors were granted patents in June and July of 1868. However, their typewriter was easily broken and made mistakes. Investor, James Densmore bought a share in the machine buying out Soule and Glidden. Densmore furnished the funds to build about thirty models in succession, each a little better than the preceding. The improved machine was patented in 1871, and the partners felt that they were ready to begin manufacturing. Sholes Offers the Typewriter to Remington In 1873, James Densmore and Christopher Sholes offered their machine to Eliphalet Remington and Sons, manufacturers of firearms and sewing machines. In Remingtons well-equipped machine  shops  the typewriter was tested, strengthened, and improved. The Remingtons believed there would be a demand for the typewriter and offered to buy the patents, paying either a lump  sum,  or a royalty. Sholes preferred the ready cash and received twelve thousand dollars, while Densmore chose the royalty and received a million and a half. The Invention of the Phonograph The telegraph, the press, and the typewriter were agents of communication for the written word. The telephone was an agent for the spoken word. Another instrument for recording sound and reproducing it was the phonograph (record player). In 1877,  Thomas Alva Edison  completed his first  phonograph. The phonograph worked by translating the air vibrations created by the human voice into minute indentations on a sheet of tinfoil placed over a metallic cylinder, and the machine could then reproduce the sounds which had caused the indentations. The record wore out after a few reproductions, however, and Edison was too busy to develop his idea further until later. Other did. Phonograph machines  were invented under a variety of different names, however, all reproduced with wonderful fidelity the human voice, in speech or song, and the tones of either a single instrument or a whole orchestra. Through these machines, good music was brought to those who could hear it in no other way. The Camera and Photography The last half century of the 1800s saw great advances in photography and photoengraving. While the first experiments in photography happened in Europe,  Samuel Morse, introduced photography to America, in particular to his friend John Draper. Draper had a part in the perfection of the  dry plate  (the first negatives) and was one of the  first photographers to  do  portrait photography. George Eastman A great inventor in  photographic  technology was  George Eastman  from Rochester, New York. In 1888,  George Eastman  introduced a  new camera, which he called Kodak, and with it the sales slogan: You press the button, we do the rest. The  first Kodak  camera was pre-loaded with a roll of sensitized paper (film) that could take a hundred pictures.  A film roll  that could be sent away for developing and printing (at first the entire camera was sent). Eastman had been an amateur photographer when the hobby was both expensive and tedious. After inventing a method of making dry plates, he began to manufacture them as early as 1880 before invented  roll film. After the first Kodak, there came other cameras filled with rolls of sensitized nitro-cellulose film. The invention of cellulose film (that replaced the glass dry plate) revolutionized photography. Both Reverend Hannibal Goodwin and George Eastman patented nitro-cellulose film, however, after a court battle Goodwins patent was upheld as being first. The  Eastman Kodak Company  introduced the first film cartridge which could be inserted or removed without the need of a dark room, that created a boom in the market for amateur photographers. The Birth of Motion Pictures In the development of  Thomas Alva Edison  played a large part. Edison had seen a crude system made of Henry Heyl of Philadelphia. Heyl used glass plates fixed to the circumference of a wheel, each plate rotated in front of a lens. This method of pictures in motions was slow and expensive. Edison after seeing the Heyl show, and after experimenting with other methods decided that a continuous tape-like strip of film needed to be used. He invented the first practical motion picture camera and with the cooperation of  George Eastman  started producing the new tape-like film, giving birth to the modern motion picture industry.  The motion picture projector  was invented to show what the new camera and film captured. Other inventors, such as Paul in England and  Lumiere  in France, produced other types of projecting machines, which differed in some mechanical details. Public Reaction to Motion Pictures When  the motion picture  was shown in the United States, the audiences were amazed. Popular actors moved from stage into the movies. In the small town, early movie theaters were often converted storeroom, and in the cities, some of the largest and most attractive theaters converted into movie theaters, and new theaters were specially built. The Eastman Company soon manufactured about ten thousand miles of film every month. Besides offering amusement, the new moving pictures were used for important news events, historical events could now be visually preserved for posterity.

Things you probably didn`t know about British student life

Things you probably didn`t know about British student life Interesting facts from the history of British student life British student life was quite interesting and exciting even during the Middle Ages. It was full of various traditions, riots, revelries, and characters†¦ Women were not always welcome in academia The male students of Cambridge University didn`t want female students to be granted with the full degrees. In 1897, they hung an effigy of a female cyclist from Cambridge Senate House to show their disapproval. Only in 1948 women could finally get the full degrees. In the late 19th century the first female colleges were established. Women had the opportunity to receive education. However, their student life was not easy. Female students were narrowly watched and tightly scheduled. The violent student protests There was an increasing tension between the local people and Oxford`s students. The St Scholastica Day riot of 1355 became the bloodiest conflict in British student history. There was a violent pub brawl between two scholars and the taverner. After that, the armed struggle began. The medical students had the conflict over vivisection which lasted almost seven years. They scuffled with police, let off stink bombs during court cases, and attacked effigies of a local magistrate. In 1907 a lot of students marched on London in order to defend their rights. In 2010 the student protests spilled over into violence on the streets of London. Students breached the peace, smashing windows, throwing eggs, and setting off the smoke bombs. As a result, 153 students were arrested. The admittance of the young students Nowadays, a lot of the senior students can laugh at the freshmen, who can behave like little children. However, during the Tudor and Stuart periods it was quite normal to admit the students in the age of 12 to the university. The process of gaining a university degree was very long. Those young students could impress their tutors with the astonishing knowledge of different languages and subjects. The boundless merrymaking Students have enjoyed a bit of revelry since the earliest times. St Andrews University is known for its party atmosphere. The tradition of the ‘Raising Weekend’ was something special. Students had several days of parties and challenges which usually ended with a foam fight. That is how the academic family welcomed its freshmen. In the 16th century, the students of Cambridge University usually entertained their peers with the satirical comedies. Everybody was drinking and singing until the morning. They even made fun of the local people. Sometimes, such celebrations could be uncontrollable, so the university authorities were forced to ban such revelry for three years. A warm welcome of foreign students Foreign students could study at the British universities since the 12th century. Many of them faced suspicion, hostility, discrimination, and prejudice. However, a large number pained a positive picture of their student life in Britain as a foreigner. Edward Atiyah, who was born in the Ottoman Empire, was treated with friendliness and kindness while studying at Oxford. He didn`t feel that he was a stranger among the English people. He had positive experience of studying in another country. Samuel Satthianadhan was the Indian student, who studied at Cambridge in the 1870s. He felt himself quite comfortable studying with British students. He had not any feeling of awkwardness. Moreover, the British universities welcomed a lot of the refugee students during the two world wars. Student life was remarkably regulated The student life was not always the time of freedom. In the Middle Ages, students` behavior and morals were significantly controlled. Students were supposed to be sober in character and honest in life. They hadn`t enough time for the extra-curricular activities they were interested in. Students practices archery or took walks speaking in Latin. In 1410 the authorities of Oxford University issued a decree which enforced the students to live in the university halls to prevent them from visiting brothels and taverns at night. Universities weren`t just for the rich It is a popular belief that only children from the wealthy families could study at the first British universities. The medieval Oxford, St Andrews, and Cambridge admitted students from the middle-ranking families. By the 17th century the sizarships were established. Sizars had to work as university servants in order to pay the reduced fees. It was rather degrading for them, but such early bursary system gave many bright minds the opportunity to get the higher education.

Enterprise Resource Planning Essay Example | Topics and Well Written Essays - 2500 words

Enterprise Resource Planning - Essay Example Therefore, it becomes essential to revamp these to attain maximum output within the existing resources. The process of revisiting the existing performances, processes or parameters in order to revamp them and improve them to make goals and targets more achievable is called Business Process Re-engineering. They are also denoted by the terms, Business Process Re-design or Business Process Improvement. ERP systems are a single interface integrated systems that enable data sharing and complete management control throughout the organization over multiple departments. It encompasses all aspects of the organization from planning to delivery. Although in theory these systems are supposed to be extraordinarily useful in concept but in reality there are a number of failed implementations of ERP, a very few documented but most of them not being recorded for fear of publicity. ERP systems are expensive and time consuming and therefore failure of the implementation often spells disaster for the company. The ability to utilize and expand on the existing system and put it to better use often demarcates success and failure for the organization Enterprise resource planning is employed to plan and manage the available resources in a company. It is basically an integrated software system that manages the entire range of business processes inclusive of purchase, inventory control, personnel, shipping and financials among an exhaustive list. In essence, an ERP is typically a single database platform of complete information sharing allowing the comprehensive range of inputs and outputs from and to all the departments Challenges in the Implementation of ERP Systems It is clear that for an ERP system to be successfully implemented, they have to be integrated with all the processes and procedures in the enterprise. This is necessary since this integration helps them to function as an entity and enable it to work effectively. When implemented correctly they add enormous value to the company but when not properly implemented, they may poses risks to the company in the industry and business environment, user or management behavior, create bottlenecks in the processes and system functionalities, and jeopardize ongoing business continuity and maintenance time frames. Because the nature of ERP is such that it's a company wide concern, all the risks associated with it need to be looked at as a whole, with respect to organization vision. It cannot be controlled in isolation with respect to a single process alone but has to be considered in close alignment to business objectives and organization goals. Any process that is to be integrated into the enterprise must be evaluated for its capability to meet organizational goals. Once the process has been identified to be integrated, then it is prudent that the process is considered a " best" practice

In what ways has technology ended the physical and intellectual Research Paper

In what ways has technology ended the physical and intellectual isolation of Americans - Research Paper Example revolution. This â€Å"technological determinism† incorporated technology and science in impacting the society and its processes; thus widely accepted by progress-oriented Americans. Believers of humankind’s steady moral and material improvement such as Thomas Jefferson and Benjamin Franklin championed the pursuit of science and technology for human betterment. The twentieth century commenced with the advent of professional advertising associated with dominance of technology. Challenges were however unavoidable especially with the social, economic and emotional effects that technological change posed on human life. While adherents were constantly swayed by its dynamism, scholars of technology and culture wondered how something so evidently wrong-headed attracted so much attention. It is therefore evident that the leaders of the eighteenth-century Enlightenment in their faith and enthusiasm toward technology as a liberating force perceived technological determinism as an intellectual heritage. Additionally, the proponents and skeptics in addition to conjuring the deterministic thinking both believed that technology and science were powerful social change agents.

Native Americans vs American Settlers Essay Example for Free

Native Americans vs American Settlers Essay There are a number of dissimilarities between the Native Americans and the American Settlers. Although the Native Americans wanted to live in peace with American Settlers, their cultural differences led to warfare. This essay will compare and contrast a couple differences of these two cultures. I will discuss both groups opinion on land and resources. Then, I will explain both groups’ views on Nature. Native Americans Conserved land and viewed its resources as scared, while the Americans felt as though the land was nothing but opportunity for their colonies. While hunting, Native Americans used every piece of the animal from the hide to the bones and everything in between. They respected the land and believed it belonged to mother-nature, so it could not be owned or sold. On the other hand, American settlers viewed the land and its resources as limitless opportunity. It is little wonder they went land-mad, because there was so much of it† (Steinbeck 69). They invaded the lands claiming territory, killing buffalo, and plowing through the grassy plains to make room for their crops. American settlers often fought to try to obtain land that they thought was free for the taking, whereas, the Native Americans tried to live in harmony with nature and its inhabitants. In the movie, We Shall Remain, Native Americans would try and negotiate with the Americans only to be threatened with the violence of warfare. Native Americans believed the creator put everything on this earth to live together and be used respectfully. They accepted nature and did not try to change it. The American settlers, however, didn’t hold the same beliefs. â€Å"The railroads brought new hordes of land-crazy people, and the new Americans moved like locust across the continent†¦ Coal and copper drew them on; they savaged the land, gold-dredged the rivers to skeletons of pebbles and debris† (Steinbeck 69). They viewed nature as nothing more than an obstacle and commodity. American settlers engaged in warfare, defending what they thought they discovered, to claim as their own. They were land hungry and the more they got, they more they wanted. American colonist never tried to understand the Native American’s culture. Instead they tried to push their European based ways onto them. This, in turn, caused a number of wars between the two. Sometimes it’s better to agree to disagree rather than to wage war on what is believed to be right/wrong.

Genetically Transgenic Crops :: Argumentative Persuasive Farming Essays Papers

Genetically Transgenic Crops In today’s society, farming has become far more complicated than one could imagine. In farming, the procedure involves a lot more than the raising of cattle and the planting of specific seeds into the soil or land fields. Yes, there is a lot more to worry about besides just the physical aspect of it. There are also decisions which have to be made in order to begin farming correctly and safely. Decisions which pose the question of should, and will the transgenic crops process be followed through nationwide? Our population may not even realize it; but the much needed decisions as this that will determine the fate of our world as we know it. At the cutting edge of technology and science, there seems to be a large debate about whether or not commercial plantings of transgenic crops are allowed. This is the issue at hand. One of the countries facing this conflict is Britain. The situation in Britain is just like the article written by Jim Giles which is titled, â€Å"Damned if they do damned if they don’t†. This article basically states that there is a huge problem with the idea of genetically modified crops being supported. I feel that his opinion on the subject matters, just as my scientific opinion does, because it is the population of the people that truly matters. The government wants to support the biotech industry, but on the other hand, it also wants to appease its closest ally, which happens to be the United States. Commercial cultivation of genetically, modified crops is an argument that is said to have been played out in Britain over any other country. In Britain, the government has prepared for decision time by conducting the largest trial of genetically modified crops ever, and they are looking forward to gathering as much evidence about their impact on biodiversity as possible. The outcome is bound to influence the debate in other countries where similar skirmishes are taking place. In the developing world, there are some areas that are for transgenic crops; such as sub-Saharan Africa which is emerging as an important new battleground. Other’s are not sure if they are for it or not; and a few are India and China. As a matter of fact, they are not even really concerned about this issue, but more concerned about whether or not the transgenic technologies will be from agribiotech or home-grown. Genetically Transgenic Crops :: Argumentative Persuasive Farming Essays Papers Genetically Transgenic Crops In today’s society, farming has become far more complicated than one could imagine. In farming, the procedure involves a lot more than the raising of cattle and the planting of specific seeds into the soil or land fields. Yes, there is a lot more to worry about besides just the physical aspect of it. There are also decisions which have to be made in order to begin farming correctly and safely. Decisions which pose the question of should, and will the transgenic crops process be followed through nationwide? Our population may not even realize it; but the much needed decisions as this that will determine the fate of our world as we know it. At the cutting edge of technology and science, there seems to be a large debate about whether or not commercial plantings of transgenic crops are allowed. This is the issue at hand. One of the countries facing this conflict is Britain. The situation in Britain is just like the article written by Jim Giles which is titled, â€Å"Damned if they do damned if they don’t†. This article basically states that there is a huge problem with the idea of genetically modified crops being supported. I feel that his opinion on the subject matters, just as my scientific opinion does, because it is the population of the people that truly matters. The government wants to support the biotech industry, but on the other hand, it also wants to appease its closest ally, which happens to be the United States. Commercial cultivation of genetically, modified crops is an argument that is said to have been played out in Britain over any other country. In Britain, the government has prepared for decision time by conducting the largest trial of genetically modified crops ever, and they are looking forward to gathering as much evidence about their impact on biodiversity as possible. The outcome is bound to influence the debate in other countries where similar skirmishes are taking place. In the developing world, there are some areas that are for transgenic crops; such as sub-Saharan Africa which is emerging as an important new battleground. Other’s are not sure if they are for it or not; and a few are India and China. As a matter of fact, they are not even really concerned about this issue, but more concerned about whether or not the transgenic technologies will be from agribiotech or home-grown.

Comparing Willy Loman from Death of a Salesman and Joe Keller from All My Sons

|HUM 102 – 020 | |Considering Willy and Joe | |Research Paper | | | |Kofi Boadi | |March 25, 2010 | Willy Loman from Death of A Salesman and Joe Keller from All My Sons, have similarities in their courses of action which prove detrimental to | |their families and ultimately leads to their suicidal ends. | A person’s ambition causes him to work and continue moving forward with expectations of reaching an ideal end. His ideological idiosyncrasy, however, determines the manner of choices he will make to reach his expected end. These conditions are not different in the case of Willy Loman and Joe Keller. They are men who begin with a drive for success which originates from their expectations of reaching some ideal goals. They make choices based on their ideologies, and hold fast to them throughout their journeys. Nevertheless their courses of action adversely contribute to their reputation and eventually result in suicide. Though they make very sacrificial investments toward their objectives, they remain unachieved. To understand their desires, it is necessary to consider the goals for which these men strive. â€Å"If an effect is intended or desired, or a goal is established and pursued, this suggests that it is  valued. Evaluative standards are derived from goals which, in turn, are based on values. Trisel)† Willy Loman fancies himself as a salesman who works till he’s old, and then stays at home, where he works by means of a telephone. Willy’s ambition is stimulated by an eighty-four year old man whose life he had experienced; he aims at that old man’s life and expects a similar turn out for himself. Willy is also exceedingly enthusiastic about his sons, especially Bi ff, who in his high school years seemed to be very full of potential. He expected only great things for Biff and probably expected to achieve greatness through him. Joe Keller also loves his sons and wants to leave them a heritage. He’s solely determined to work hard and establish a thriving business for his sons to carry on after he’s dead; something significant for which his sons may appreciate him. Similarly these men have goals that are centered on their sons. This shows how valuable their sons are to them. Work Cited Trisel, Brooke Alan. â€Å"Futility and the Meaning of Life Debate. † Sorites 14. 2002: 70-84. SORITES and Brooke Alan Trisel. Web. 10 Mar. 2010.

Cypop 5 Essay

It helps children to deal with difficult circumstances such as emotional stress or medical treatments. Play gives children chance to let off steam and have fun. Children learn when they are in a safe and caring environment. They are stimulated through play. Babies and young children develop best when they are in a caring relationship with an adult. A baby will learn to walk faster when they have a safe pair of arms to walk towards and learn to talk when they have an adult who listens to them and responds accordingly. I aim to provide children with an environment that is caring, fun and stimulating. I aim to expand each childs individual, intellectual, physical and emotional capacities within a secure environment where each child, will be confident and settled. I will implement ideas from the EYFS and I will provide activities/opportunities that support the six main learning areas which are : * Knowledge Understanding Of the World * Personal social and emotional development * Communication language and literacy * Creative Development * Physical Development * Problem solving, Reasoning and Numeracy. Each child will be able to choose their own activities and access continuous provision throughout these six areas. Activities will be both planned and spontaneous according to your child’s preference. My weekly plan will be dependent on the children in my care and their ages and stages of development although I will be attending various groups and clubs within the local area that I live. Sample weekly plan: Morning afternoon Monday – outdoor playchildren’s centre childminders group Tuesday -soft indoor play (wacky)creative play/ arts and crafts Wednesday-country park/ play areachildren’s centre playgroup Thursday – baking/cookingoutdoor play Friday – children’s centre groupindoor play at home Play can be constructed to fulfil areas of the EYFS, especially any areas where a child may be struggling, such as Playing with sand – Texture, Weight, Pouring through containers, colours, measuring, shapes, make sand castles etc this can link to the following areas of the EYFS– personal development – personal, social and emotional development – creative development – communication language and literacy All of the above would be flexible dependant on the children and any new sessions that can be accessed. Before any weekly plan can be made you would need to observe the children in your care to produce a plan that is appropriate to their development this will also help identify when to add/remove new toys/resources. I will use Natural resources and household items to provide stimulating play for the children to look after such as Sawdust and Bark for dinosaur play, jugs, funnels, guttering for water play, blankets pillows and throws and pegs for den building and communication friendly spaces etc. All children are individuals first, each with a unique profile of abilities. All planning starts with observing children in order to understand and consider their interests, development and learning. I will make systematic observations and assessments of each child’s achievements ,interests and learning styles. I will use these observations and assessments to identify learning priorities and plan relevant and motivating learning experiences for each child that I care for. I will match their observations to the expectations of the development matters principles. I will need to make regular observations on each child, using different techniques. These may include photographs, tick lists written observations and photographs. Where a child is not achieving their development goals I may then decide to speak to the parents regarding accessing other services for the child. All children need to feel valued and given the same options. I will ensure that children, parents/carers and visitors have equal rights and choices. Everyone will be given the respect that we all deserve as individuals. No person will be discriminated against and any remarks or comments of this kind will be challenged and discussed to ensure that it does not happen again. I welcome and include all children, their families and members of the community into my setting and I will ensure my setting is accessible to everyone. If a child in my care had specific requirements, certain changes would be made to the interior and exterior of my premises, dependent on the individuals circumstances. Certain activities are also adapted. All the children who come to my setting will have the same opportunities available to them. I am aware of the following legislation, The Children’s Act, The disability Act, UN convention on the Right of the Child, The children’s Bill 2004 and the Special Educational Needs Discrimination Act 2001. I will talk to different specialist groups, health visitors and read appropriate books to learn more about the condition and needs of the child, thus enabling me to provide the best possible care. If a child required assistance from a speech therapist or occupational therapist, then this could be arranged at my setting if it was more convenient for parents. I will do displays and have equipment in my setting that promotes a positive multi cultural attitude. I welcome parents/carers and visitors to talk about cultures, religions, food, clothes etc. I will never refuse or exclude a child. I will build on each child’s previous experience when accessing play opportunities. I will enable children to gain confidence and independence in play and identify individual requirements and provide appropriate support as/when required. I will also borrow and gain resources to enhance the inclusion of children with mobility or sensory difficulties. During snack time I will encourage children to help where appropriate eg. Older children could help butter crackers, or younger children could help divide fruit onto plates, I will encourage the children to help prepare our shopping list for the week for snacks and mealtimes and also encourage them to help with the meal plan for the week. During our week I will plan our activites a sample week could include : Monday : AM – Childrens centre drop in PM – Park – weather dependant Tuesday AM – Wacky Warehouse PM – play at home LEGO, PUZZLES and nap time Wednesday AM –

buy custom Eat, Pray, Love essay

buy custom Eat, Pray, Love essay Eat, Pray, Love: One Womans Search for Everything Across Italy, India, and Indonesia is a memoir written by Elizabeth Gilbert, an American author. This book was published in February 2006 by the Vikings. After its publishing, this book became The New York Times Best Seller for several months. In this book, she writes her personal experience in travelling across the world after she has divorced with her husband. The book is all about a womans journey in seeking to be healed from spiritual and emotional crisis. Elizabeth Gilbert is in her mid thirties, married and lives in a nice modern house. Despite all these, she becomes unhappy in the marriage due to the fact that she has chosen not to have any children of her own. On the contrary, the husband is desperately in need of a child. This becomes the source of trouble in this marriage and Gilbert thus resorts to be sleeping on her bathrooms floor. In the end she decides to file for a divorce, something contested by the husband. They try to renew their love but it still seems to be a struggle. She becomes confused as things do not work as per her expectations. Her decisions seem to contravene the normal traditional American lifestyle where women are expected to have children and bring them up in a family. She therefore decides to travel to different countries, that is; Italy, India, and Indonesia to try and find out how to more of her situation. She does this to compare what she is going through with the happenings in those countries. She tries to find a culture or a situation that suits her and that can also offer a solution to her situation. She writes, I wanted to explore one aspect of myself set against a backdrop of each country in a place that has traditionally that one thing very well. She continues by writing, I wanted to explore the art of pleasure in Italy, the art of devotion in India, and in Indonesia, the art of balancing the two (Gilbert, E., 2006). Gilberts journey is funded by an advance for this book even before she writes it. Body Gilbert effectively uses the experiences she gets in her one years journey to bring out her prowess in to the international stage. In Italy, she describes Messina town as a scary and suspicious Cilician port town she continues. Its not my fault that ugly! Ive been earthquaked and carpet bombed and raped by the mafia, too! (Gilbert, E., 2006). The experiences she gets in these places have helped him present a well written work. In India, while at an ashram, she liberally narrates the kind of meditations that she has. She meditates of a life out of the expensive New York where she would afford an extra bedroom she could use as meditation room. She was in Italy for four months where she went only to enjoy herself away from the stress of United States life. This defines the Eat in the title of the book. She writes of coming to Italy pinched and thin, but after eating pizzas and the Italian wine, she adds weight and becomes healthier in body and soul. In India, she takes the following three months finding for herself more of the spirituality. This was characterized by the rigorous yoga meditation that she learns. In the books title, the Indian experience represents the Pray. The rest of that year is spent in Bali, Indonesia where she has come to find a balance between the two. The balance happens to be her Brazilian love. He is an owner of a factory. She decides to love again after discovering a balance of the two experiences. The author effectively engages the readers as she goes through the stages of her search journey. She does this by making the eader travel with her through the journey and the journey of discovery by detailing every step. The excitement is maintained throughout the book. She humorously describes herself as a tall and blond lady, something that makes her not physically blend well in most of other places. She also admits of her weakness of doing researches and also writes of her easy digestive woes. She however writes of her travelling prowess seen in her ability to easily make friends, even with the dead and four-foot sheetrock if nobody seems not to around to talk to. She therefore intelligently writes the book with the irresistible colloquialism (Egan, February 26, 2006). This is a non-fiction book and Elizabeth Gilbert writes a real life personal experience. The author is thus herself a primary source of information, something that makes the book be real and reliable. This is unlike those works that are done with most of the information from secondary sources. Believing the action is normally difficult in such instances. She is the modern woman that is challenged with choosing what is best for her. She realizes that she lacks a lot in terms of self knowledge and the knowledge of God. This is the reason she goes out to look for what she misses. She therefore represents the woman in the developed nations who still lack some self discovery. The things they lack can be found somewhere. The book has been well written with sections that clearly describes every stage of the journey. Eat is the journey and experiences in Italy, while pray describes the Indian yoga meditations. The last section is on love. This describes the ultimate meeting of a Brazilian with whom they fall in love. It takes place in Bali, Indonesia. She finds the balance between the two. The author writes that the format of this book had been revealed to her earlier while meditating in India. To her, this made her work of writing easier. The book is also divided into 108 chapters which are short and easy to read. Gilbert had earlier written a short story book. This means that she had more knowledge in writing short chapters. The work is therefore easy to read and understand than most other works. This is also a departure from her previous work where she had authored a novel entitled: The last American Man which is not a personal story or work. The author has been able to fully bring give a representation of a modern woman in the first world countries where married is not seen as very important. The woman in these countries is independent and is busy chasing after careers and education. These have led to the empowerment of women to charter their destinies without restrictions brought about by marriage or child bearing. Unfortunately, there still exists a void that needs to be filled. This is seen when Gilbert goes out in search for God and true happiness through true love. Her experiences in Italy and India answer her questions on God. Her last journey in to Indonesia makes her meet the Brazilian love. Gilberts wit and prowess is evident in the way that she writes the story. First, she only concentrates on her mission of self discovery and nothing else. She also avoids all the digression that is of no consequence. She is open about her feelings and openly tells her story. She avoids all the things that may paint her in the wrong way. This seems to be reason of not mentioning more of their disagreement with the husband. Her travel in less developed nations like India does not make her digress into writing how poor the place is. She is a focused lady who has no business on non consequential things. Critics have however dismissed this book as not comparable to her previous work. It has flaws that have weakened the intent. Gilbert has not expressly explained her reasons of being unhappy with her maarriage. She avoids the issue even as she decides to file for a divorce. After their separation with the husband, she leaves everything to the husband, something that leaves the readers with more questions than answers of her intent. Unfortunately, she becomes depressed in life and decides to look for God. After finding God, things seem not end as expected. Jennifer Egan of The New York Times argues that Gilbert life and her decisions revolve some unresolved stuff that she fails to tell the reader. The omitted confusion, according to Jennifer, should be what dictates real life (Egan, February 26, 2006). The downplaying of the American culture by the book has also been criticized. Some have pointed out that Gilberts work is an endorsement of the eastern thought and culture (Callahan, December 23, 2007). The book seems to be not as strong as the previous ones. Her skills are questionable as the journey that she takes is too self-conscious. It is does not get exposed to the dynamics of life. Considering that the journey took one year as it has been indicated, then more things could have happened than what has been indicated in the book. She insists on telling the audience how the divorce was horrible, something that led to her going away to find herself. The reader is never told what caused the divorce and continues to wonder what really happened. This omission is a weakness in Elizabeth Gilberts book. Her self consciousness in the book is very evident in the way she magically paints herself. She never does anything wrong. All her decisions turn out to be right and without fault. The story also does not show any regret in her life in the whole period that she travels for self discovery. This may be the reason as to why she omits the core reason for divorce, something that should be the core antagonistic reason in the whole story. She fails to show this to the reader. This explains the reason why this work has been mostly criticized by many writers. It does not show the prowess that a writer of her standard should exhibit. Some critics have said that Eat, Pray, Love is only good for beach reading. Another notable weakness is shown when she is in India. This is the place where more need needed to be seen as the epic of the story, but this is not seen. Her life in India is seen as the most boring accompanied with regrets from the former failed marriage. She allegedly finds God after yoga meditation in this place. This should have been the place where the reader should have been exposed to more of divinity. To the contrary, the woman still thinks of the previous marriage. In fact, most of the experiences are not interesting. It should also be noted that Elizabeth Gilbert represents those young women in the developed societies who feel they are discontented and thirsty despite having all they require for survival. Despite the privilege they have. For instance, she lives in New York City, owning two homes, having a husband, but yet too depressed to settle down in life. Conclusion In conclusion, Eat, Pray, Love: One Womans Search for Everything Across Italy, India, and Indonesia by Elizabeth is well written book with a clear truth in it due the fact that it is a non-fiction book. It is a personal story that she passionately shares to the readers. Despite of having possessions that people look for, she forfeits them when she discovers that she needs more. With great humor, she narrates her journey to finding emotional and spiritual healing. She eventually achieves her goals within the journey. As much as this book is easy to read, there are weaknesses in terms of literary value. She omits the very important elements that are responsible for making her story a real life one. But generally it is a good book since it is a personal experience. Buy custom "Eat, Pray, Love" essay

The U.S. Food Safety System

The U.S. Food Safety System Ensuring food safety is one of those federal government functions we only notice when it fails. Considering that the United States is one of the best-fed nations in the world, widespread outbreaks of food-borne illness are rare and usually quickly controlled. However, critics of the U.S. food safety system often point to its multi-agency structure which they say too often prevents the system from acting swiftly and efficiently. Indeed, food safety and quality in the United States is governed by no less than 30 federal laws and regulations administered by 15 federal agencies. The U.S. Department of Agriculture (USDA) and the Food and Drug Administration (FDA) share primary responsibility for overseeing the safety of the U.S. food supply. In addition, all states have their own laws, regulations, and agencies dedicated to food safety. The federal Centers for Disease Control (CDC) is mainly responsible for investigating localized and nationwide outbreaks of foodborne illnesses. In many cases, the food safety functions of the FDA and USDA overlap; particularly inspection/enforcement, training, research, and rulemaking, for both domestic and imported food. Both USDA and FDA currently conduct similar inspections at some 1,500 dual jurisdiction establishments facilities that produce foods regulated by both agencies. Role of the USDA The USDA has primary responsibility for the safety of meat, poultry, and certain egg products. USDAs regulatory authority comes from the Federal Meat Inspection Act, the Poultry Products Inspection Act, the Egg Products Inspection Act and the Humane Methods of Livestock Slaughter Act. USDA inspects all meat, poultry and egg products sold in interstate commerce, and re-inspects imported meat, poultry, and egg products to makes sure they meet U.S. safety standards. In egg processing plants, the USDA inspects eggs before and after they are broken for further processing. Role of the FDA The FDA, as authorized by the federal Food, Drug and Cosmetic Act, and the Public Health Service Act, regulates foods other than the meat and poultry products regulated by the USDA. FDA is also responsible for the safety of drugs, medical devices, biologics, animal feed and drugs, cosmetics, and radiation emitting devices. New regulations giving the FDA the authority to inspect large commercial egg farms took effect on July 9, 2010. Prior to this rule, FDA inspected egg farms under its broad authorities applicable to all food, focusing on farms already linked to recalls. Apparently, the new rule did not take effect soon enough to allow for proactive inspections by the FDA of the egg farms involved in the August 2010 recall of nearly half a billion eggs for salmonella contamination. Role of the CDC The Centers for Disease Control leads federal efforts to gather data on foodborne illnesses, investigate foodborne illnesses and outbreaks, and monitor the effectiveness of prevention and control efforts in reducing foodborne illnesses. CDC also plays a key role in building state and local health department epidemiology, laboratory, and environmental health capacity to support foodborne disease surveillance and outbreak response. Differing Authorities All of the federal laws listed above empower the USDA and FDA with different regulatory and enforcement authorities. For example, food products under FDAs jurisdiction may be sold to the public without the agencys prior approval. On the other hand, food products under USDAs jurisdiction must generally be inspected and approved as meeting federal standards before being marketed. Under current law, UDSA continuously inspects slaughter facilities and examines each slaughtered meat and poultry carcass. They also visit each processing facility at least once during each operating day. For foods under FDAs jurisdiction, however, federal law does not mandate the frequency of inspections. Addressing Bioterrorism Following the terrorist attacks of September 11, 2001, the federal food safety agencies began taking on the added responsibility of addressing the potential for deliberate contamination of agriculture and food products - bioterrorism. An executive order issued by President George W. Bush in 2001 added the food industry to the list of critical sectors that need protection from possible terrorist attack. As a result of this order, the Homeland Security Act of 2002 established the Department of Homeland Security, which now provides overall coordination for protecting the U.S. food supply from deliberate contamination. Finally, the Public Health Security and Bioterrorism Preparedness and Response Act of 2002 granted the FDA additional food safety enforcement authorities similar to those of the USDA. Cooperation with State and Local Food Safety Systems According to the U.S. Department Health and Human Services (HHS), more than 3,000 state, local, and territorial agencies are responsible for food safety in retail food establishments within their jurisdictions. Most states and territories have separate departments of health and of agriculture, while most counties and cities have similar food safety and inspection agencies. In most states and local jurisdictions, the department of health has authority over restaurants, while the agriculture department is responsible for food safety in retail supermarkets. While the states inspect meat and poultry sold in the state where they are produced, the process is monitored by the USDA’s Food Safety and Inspection Service (FSIS). Under the Wholesome Meat Act of 1967 and the Wholesome Poultry Products Act of 1968, state inspection programs are required to be â€Å"at least equal to† federal meat and poultry inspection programs. The federal FSIS takes over responsibility for inspections if a state voluntarily ends its inspection programs or fails to maintain the â€Å"at least equal to† standard. In a few states, state employees conduct meat and poultry inspections in federally-operated plants under federal-state cooperative inspection contracts.

Analysis and critique paper Assignment Example | Topics and Well Written Essays - 750 words

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WarGames Essay Example | Topics and Well Written Essays - 500 words

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Art & Humanities - Essay Example Through a critical analysis of Nickelback's hit single, Rockstar,' this essay shall try to establish that while the behavior of rockstars and rock bands is often supportive of the most negative of the stereotypes surrounding the genre, the music and lyrics particular to rock often have a profound message to communicate, one which directly ties in to the dreams, aspirations and fears of the youth. Nickelback is a stereotypical bad, wild boy rock band. The Canadian band, which made its first appearance on the music scene in 1995, is comprised of Chad and Mike Kroeger and Ryan Vikedal. Over the past twelve years, the band has attained popular success, with global sales of approximately 25 million albums and several Juno, MTV, American Music and World Music awards (Jennings, 2002) but has repeatedly aroused criticisms and controversies regarding the behavior both on and off-stage. While in concert in Portugal in 2002, the band members fought with and insulted audience members before walking off stage, refusing to come back on again. They were subsequently criticized as unprofessional and unreliable, in addition to which they lost a significant percentage of the European fan base as a result (Jennings, 2002). Association with excessive drug and alcohol use has not helped the band's image (Rendon, 2005). Objectively speaking, Nickelback's on and off-stage antics and behavior has furnished additional support for rock music's critics and, indeed, appears to further evidence the popular conception of rock music and musicians as decadent and a corrupting influence. As this appears typical of most rockstars, Kizis (2001) theorizes a link between the genre and the behavior of its stars. The genre is, by definition, a declaration of rebellion against customs and traditions, and embraces a rejection of what is typically regarded as music. Singing becomes shouting, melody becomes dissonance and the identification of rhythm is an often daunting challenge. Rock music is a rebellion, an uprising against musical conventions and rockstars are, by the very virtue of their adherence to, and association with, the genre, rebels against traditional and conventions, against norms and mores. In other words, just like the genre itself, the behavior of rockstars is a cultural statement and a declaration of refusal to be bound by conventions. Nickelback is no exception. Apart from the statement of rebellion which Nickelback expresses through both behavior and chosen genre, the band has something to say and their name is evidence of this. As explained on the band's official website, the band members are all from very modest backgrounds but had hopes of succeeding through their music. From the outset, however, they were determined that their success, if they ever attained it, would not make them forget their roots and their reality. The band's name serves as that reminder because it recalls the members' origins as employees of a small coffee shop when their only words to customers were "here's your nickel back" (Nickelback.com). The band's name derives from this and, at one and the same time, expresses both its members' originality and determination to remember, even when at the peak, their origins and, thus, their reality. The band's name, in other words, signifies a connection with its members' roots. Just as the band's name functions as a

SERVQUAL Model for Measuring Customer Satisfaction

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