Creating Positive School Experiences for Teens with Disabilities

All men are created equally. Having disabilities does not constitute having different rights. But this is not usually the case. In the article entitled, Creating Positive School Experiences for Teens with Disabilities, the experiences in school of students with disabilities is tackled and what positive actions could and should be done in order to provide these teens the rightful treatment they deserve. The theme of the article is to emphasize the importance of equality and unity despite the differences in capabilities. It is an article that should be highly considered by students with disabilities, teachers and school counselors involved in programs for the well-being of all students, and other students who have direct encounter with fellow schoolmates that have disabilities. Students with disabilities often face discrimination and challenges because of the biasness people have towards them. As a result, they could easily internalize negative attitudes, affecting their behavior towards other people. The article educates people, especially teachers and counselors, to help by creating programs that would encourage people to help in providing a positive environment for students with disabilities to participate in. The article does not state that special treatments are what students with disabilities need. What is more important is that they are given equal chances and the right amount of respect they deserve. Bullying and other forms of negative biasness should be eradicated from the school system in order for the disabled students to grow well in a fair and just community. The article agrees with the Scripture as it highlights giving equal opportunities and respect for all people, no matter what background they may have. The ministry should also help encourage school administrators to intervene and promote positive school experiences for the disabled. Programs that emphasize on respect, equality, and understanding should dominate the school rules.

Discuss the Use of Mendacity in Cat on a Hot Tin Roof Essay

Discuss Williams’ treatment of mendacity in Act I and Act II â€Å"Mendacity is the system in which men live† – Brick to Big Daddy Mendacity is a key theme in the play â€Å"Cat on a Hot Tin Roof† and the lies that the characters in the play keep from each other is a technique Williams uses to create suspense and scandal. The secrets that eventually surface are what Williams dubs the â€Å"inadmissible things† that are repressed at all costs. The two main subjects of repression are Bricks concealed homosexuality and Big Daddy’s imminent death, which the family are all aware of except Big Daddy himself, and Big Mama. Big Mama desperately invests all her future hopes in the dream of Brick becoming a family man after the men are forced to confront these secrets. She is under the false belief that the responsibility of fatherhood will put an end to his alcoholism, and that their estate could go to the rightful heir. Big Mama believes that the pre servation of the family line runs through Brick, and he will represent Daddy’s immortality. The idyllic fantasy of Brick and Maggie’s â€Å"family†, however, is yet another of the play’s lies. The relationship between Brick and Maggie in â€Å"Cat on a hot tin roof† represents repression of both the truth and sexual desires. Maggie continuously refers to herself as a â€Å"cat† which is a method used by Williams to represent how through how her husband’s neglect she has been forced into a constant state of anxiety and bitterness and is frantically desiring Bricks affection. Brick is cold towards Maggie from the beginning of the play which insinuates that perhaps an incident had happened previously in their marriage that caused Maggie to become frantic and Brick to resort to liquor in an attempt to â€Å"put up a screen himself and the real world† namely his relationship with his wife. Maggie possesses a constant burning desire to have a child with Brick, not only because she loves him, but as she believes it will help them ga in a larger share of Big Daddy’s fortune when he dies from cancer. As Maggie is fully aware of the fact that Big Daddy’s death is imminent she resorts to bringing up the subject of Brick’s late friend Skipper in an attempt to relate with the cold, emotionless Brick; something we learn Brick made her promise not to do on the grounds that they’ll stay together. The mendacity in Brick and Maggie’s marriage begins to surface at the end of Act I when Maggie suggest that the feelings that Skipper had for Brick weren’t â€Å"pure† and implies that Skipper had homosexual desires for Brick. Brick becomes angered by the fact that Maggie was  insinuating that Skipper was gay, he tells her she’s naming their friendship â€Å"dirty† to which she exclaims â€Å"I’m naming it so damn clean that it killed Skipper!†. Williams uses Skipper’s suicide to create a reason for Brick to turn to alcohol. In Act II Brick reveals to Big Daddy that mendacity is the reason that he drinks, and he drin ks to escape reality and so things, in his own head, become â€Å"peaceful†. Williams uses the unrequited love felt for Brick by many of the characters to create a sense of responsibility to which Brick is in no fit state to live up too. This is physically represented by the way Brick repeatedly tries to flee from having an important conversation with Big Daddy in Act II. Both the characters of Big Daddy and Brick display disgust with mendacity. Big Daddy represents this with his outbursts at his own family such as when he confronts Mae for eavesdropping and says â€Å"I can’t stand sneakin’ and spyin’ in makes me puke†¦Ã¢â‚¬  Big Daddy also reveals to Brick at how he can’t stand Big Mamma, and continuously refers to her as â€Å"fat an’ ugly† and confessing how he â€Å"never should have wasted so much time with her†. Big Daddy and Brick are both hypocritical in the sense that they openly share their hatred of the mendacity that surrounds them, when in fact it is the lies and secrets they keep to themse lves that they kept from each other that are the true causes for their unhappiness. Big Daddy confronts this issue when he suggests Brick take responsibility for Skippers death , he tells Brick; â€Å"You been passing the buck. This disgust with mendacity is disgust with yourself. You!—you dug the grave of your friend and kicked him in it!—before you’d face the truth with him!† Daddy delivers his ultimate diagnosis of Brick toward the end of Act II. Brick is disgusted with his own mendacity before the homosexual desire in his friendship with Skipper. He metaphorically dug his friend’s grave for him rather than face the truth that they possibly shared more than a close friendship. Thus Daddy calls his son to judgment: â€Å"You!† he cries accusingly. While Daddy’s diagnosis rings true, it is suspiciously familiar. Indeed, it repeats Daddy’s own remark to himself in Act II, in which he exclaims in disgust over the mendacity in his staying with Big Mama for forty years. Brick himself has echoed Daddy’s outburst on mendacity as a feint, as another way of â€Å"passing the buck†. Daddy has interpreted its hidden truth. It also seems, however, t hat he has perhaps projected his own disgust with mendacity onto Brick, highlighting the narcissistic nature of the relationship they share. Williams created the  relationship between Brick and Big Daddy to represent a degree of honesty in a play that is saturated in lies and secrets. Although they are not entirely open with each other, they share a mutual respect which means they are truthful and Williams uses them to bring to the surface Big Daddy’s true opinions on his family and their attitudes towards him, and the inheritance they so desperately desire. Another technique Williams uses to highlight mendacity in the family is through the way the characters of Mae and Gooper are portrayed. Supposedly the example of an ideal family with five â€Å"no-neck monsters† they call children, Mae, Gooper and their children appear grotesque and irritating to both the audience and Big Daddy. They personify the human nature of greed and are known to be manipulative by constantly â€Å"sneakin’ and spyin’† on Brick and Maggie and reporting to Big Mamma the many problems they have within their marriage, including how they don’t sleep together. Williams uses comparison between the ugly yet child-bearing Mae and Gooper and the beautiful childless couple Maggie and Brick to highlight how greed and the desire to inherit Big Daddy’s fortune is the only reason they spawned their â€Å"five same little monkeys†. At the end of Act II when Brick confesses to Big Daddy that he is in fact dying, he loses his temper branding his family bar Brick â€Å"LYING SONS OF – LYING BITCHES†. Williams uses Big Daddy’s description to Brick of the relief he felt on hearing he was supposedly all clear of cancer to build up tension in the scene. Brick, although almost completely void of emotion in other scenarios, feels guilt upon hearing Big Daddy’s plans when he though he had his life back. Williams continuously uses the word â€Å"rot† in Big Daddy’s dialogue; for example when he says â€Å"Why should I do that? – Subsidize worthless behaviour? Rot? Corruption?† By doing this he is subliminally making the character of Big Daddy make unknowing references to his cancer, which symbolises the way that the family knows about his illness, but Big Daddy himself is unaware. The whole time Williams is building up drama for the climax of the scene when Brick accidentally tells Big Daddy that he is, in fact, dying. In conclusion mendacity is a tool used by Williams to build up tension in the play. Williams uses the character of Big Daddy and his naivety towards his terminal illness to highlight the extent of the lies and secrets his own family were keeping from him. The way in which the scenes flow is also another method the playwright uses to create suspense and dramatic tension;  although the dialogue is fast paced the conversations between characters, particularly Brick and Big Daddy, are gradually built up to a climactic state until an interruption of some sort, which slows the pace of the dialogue back down. The time period in which the book is set, in Mississippi in the mid 1950’s, contributes to the use of mendacity in the play. Williams understood the gossiping nature of the communities on the deep south of America and uses what would have been the pressure to be well presented to your peers to explain why Brick and Maggie had stayed together when Maggie’s love is unrequited.

Analyzing Dickinson’s Poetry Essay Example for Free

Analyzing Dickinson’s Poetry Essay To analyze Dickinson’s poetry, this paper will involve the analysis of three of her works, `Safe in their Alabaster Chambers†, â€Å"I Heard a Fly Buzz-when I died†, and â€Å"The Brain-is wider than the Sky†. 1. The poems were written in the first person. Since most of her poems tackled the depressing situation of death, the speaker of the poem can in fact be a dead person. However, it seemed that ED may also be assuming an all-observing, all-seeing speaker like God. In the Brain-is wider than the sky, it even seemed that God was in fact the speaker since â€Å"the weight of God† was compared to the â€Å"brain†.   As for the poem’s audiences, it may be that the literary works were directed towards the ‘living’ – people who are not safe within alabaster chambers and who have not heard the buzzing fly as they lay on their deathbeds. 2. In the â€Å"The Brain – is wider than the sky†, there is really no definite setting, it can be likened to any moment of rationalization. In â€Å"I heard a fly buzz when I died†, the setting was in a deathbed while it was perhaps in the cemetery for the poem â€Å"Safe in the alabaster chambers†. The situation was related to dying. It may be that the speaker is already dead, or nearing his death. Nonetheless, the action in the poems remains the same – surrendering to the abyss. 3. Most of the poems had their verbs in the present tense, and in the indicative mood. The style may be to emphasize that the speaker is actually experiencing whatever situation is being imparted in the poems. Such style makes the poems more contemporary and typical, and thus engaging to read and easier to relate to despite the fact that they were written centuries ago. The syntax may also indicate that the poems will be eternal since the action involved is always presented as a current situation. 4. In her poems, Dickinson uses two formal patterns alternatively- tetrameter and trimeter. In every stanza, the first and third lines always have four stresses while there are only three stresses in the second and fourth lines. The rhyme schemes come in the ABCB form. 5. Dickinson uses the slant rhyme in the second and fourth lines of the first two or three stanzas to provide a sense of association and form. In the last stanza however, she then uses a true rhyme also in the last words of the second and fourth stanzas to emphasize conclusions to the proposed action. 6. In â€Å"The Brain is deeper than the sky†, the phrases â€Å"The brain is† and â€Å"The one the other will† were repeated thrice and twice, respectively, to give both indicative and comparative effects. The repetition emphasizes the subject of the poem – â€Å"the brain† – and stresses its association with other elements – the sea, the sky, and the weight of God. 7. To extensively describe the subjects of her poems, Dickinson The poem contained metaphors and personifications to describe her chosen subjects. In one poem, she likened a fly to death perhaps to stress out the repugnance of not being able to experience the simple joys of living. It is also important to note that she always compared the poem’s settings to universally recognizable elements of nature. For example, she likened the stillness of being dead to â€Å"heaves of storm†. 8. The effectiveness of Dickinson’s poems in relaying thematic obsessions may rely on the fact that she uses a mixture of images to convey the setting of her works. In `Safe in their Alabaster Chambers†, Dickinson describes the situation of the dead through their inability to be â€Å"touched by morning†, feel the sunshine, and hear the birds and the bees. She also totally equates death to â€Å"soundlessness†, darkness, and numbness. The same image associations can also be observed in â€Å"I Heard a Fly Buzz-when I died†. However, in contrast to the first poem, the latter’s scenario of soundlessness exempted the buzzing of the fly.   In â€Å"The Brain-is wider than the Sky†, visual comparisons were made with the brain and major elements of nature. 9. In most of the poems, the speaker just describes poem subjects in relation to what she sees, feels, or hears. In the process, she narrates her observations and seemingly creates an underlying story for her works. In these stories, the climactic moment is death and the resolution is one’s total submission to the darkness and numbness of losing her life. 10. Dickinson’s poems are mostly playfully dreadful as they deal with death in relation to bees, sunshine, and castles. Death was portrayed as a very awful situation of being deprived of the small things which make living simply a pleasant experience. Although not portrayed as something gruesome, the description of a death as a natural and inevitable experience adds dread to poem’s tone. Analyzing Dickinson’s Poetry. (2016, Dec 25).

MKT MGT Essay Example | Topics and Well Written Essays - 2500 words

MKT MGT - Essay Example Broadly it tells who the product will be sold to, the marketing mix and its differentiation and positioning plans. The daily newspaper that I have selected for the purpose of this report is Financial Times. It is a corporate or business daily newspaper that is published in United Kingdom but is rotated all over the world. It was launched in 1988 by Horatio Bottomley. It was initially known as the London Financial Guide but was renamed later in the same year. In the early years it was in competition with another publication known as financial news but then both the papers were merged into 6 pages newspaper. It has a worldwide publication of around 432,990 (Mikdashi 2001). In this case the business usually divides the market into sub division based on some common characteristics such as demographics and then one or more segments are selected as target audience. This way they are able to cater to the needs of the audience in a better way. Segmentation can be based on multiple characteristics even. Initially Financial Times was only published in UK and was targeted for business people in that region but as globalization increased and the world started shrinking FT increased its coverage and started seeping from the UK boundaries. The first target audience was Germany with publication in Frankfurt then slowly it became a global newspaper with special additions and supplement for UK, USA, Middle East, Asia and continental Europe. Therefore people all around the world come under their scope and there is no segmentation in terms of geographic region. As the name suggests Financial Times is a business or corporate newspaper which is read by people who belong to the corporate world or students who plan to join it soon. This is the major most focus market of Financial Times. Apart from this people who have interest in the financial working of the market are also

UK Corporate Mergers and Their Implications Essay

UK Corporate Mergers and Their Implications - Essay Example The study has identified multiple HR driven implications of corporate mergers such as downsizing planning, training & development, managing change resistance, deciding optimal human resource portfolio after merger and establishing performance management indicators. It has been found that primary role of HR practitioners would get extension during corporate merger process and for this reason, top level management have started putting more importance to HRD division in order to address HR driven implication of corporate mergers in proper manner. Apart from fulfilling gap in the literature regarding HR driven implication of corporate mergers, the study finding can be used by companies to plan the human resource management strategy during corporate mergers in UK. ... Consideration of research works of Szabla (2007) reveals the fact that although HR practitioners have to play vital during the part of downsizing employee, recruiting new staff, providing training to staff of partner companies which are being important implication of corporate mergers but very few researchers conducted research on the topic in order to understand HR driven implications of corporate mergers. Therefore, aim of the study will be to conduct research human resource implications of corporate mergers and fulfil certain gap in the literature. UK has been selected as location for the research. In such backdrop, following research question has been derived for this research paper. Research Question: What is HR driven implication of corporate mergers in UK? SECTION 2: LITERATURE REVIEW Liveris (2001, p. 19) defined the characteristics of corporate mergers & acquisition as, â€Å"The whole M&A process begins with confidential discussions. What is your company looking to buy? Wh o’s willing to sell? How much will it cost? Is it worth it? These are simple questions on the surface, but they require complex analysis.† In such context, Garavan (2007) and Gallos (2006) pointed out that human resource department works closely with partner organizations on strategic issues throughout corporate merger process such as downsizing of employee in order to decrease operational cost post corporate mergers, manage change resistance from existing workers towards the corporate merger process, recruiting new employees, developing performance management framework post corporate mergers and providing training to employees from partner organization. In UK, human resource departments need to take part in corporate merger process as are covered by the Enterprise Act, 2002, Companies

What is the main categories of Helel's argument in Part One of the Essay

What is the main categories of Helel's argument in Part One of the Philosophy of Right and how are they logically connected - Essay Example Brooks, on the other hand, identifies two great debates on the Philosophy of Right, as the work is more commonly known, namely one over its political sympathies and another on its relationship to metaphysics (2007). Thus, the first debate is thought to have arisen since the book’s first appearance, where the Philosophy of Right had been charged with â€Å"a dangerous conservatism† (Brooks, 2007) and the earliest reviews written by those Hegel had considered friends of him were nearly uniformly negative (Wood, 1991). These early attacks, however, viewed the book in relation to the immediate political situation, which may account for the reason why it was read as a blessing on the political status quo; not surprisingly, commentators and scholars in the liberal tradition followed that interpretation (Wood, 1991). The second debate, according to Brooks (2007), divided the scholarship into two camps – adherents of the â€Å"metaphysical approach to the study of Hegel’s work† and such of the â€Å"non-metaphysical approach to Hegel’s work†. Whereas the first debate, about the nature of Hegel’s political philosophy, is believed to be over, with the assertion that Hegel’s views lie in between the extremities of conservatism and liberalism, the second one has developed into an argument about â€Å"how strongly metaphysical† is Hegel’s Philosophy of Right (Brooks, 2007). This paper is intended to review Hegel’s Philosophy of Right’, namely its Part one – â€Å"Abstract Right†, in order to establish which are the main categories of Hegel’s argument and how they logically connect with each other. The paper argues that it is the philosophical method of Hegel, which holds the key to the understanding of his logic. There are two main categories of Hegel’s argument in Part One of the Philosophy of Right, as follows – the concept of ‘Abstract Right’ and the

How and why has fashion production been globalised Essay

How and why has fashion production been globalised - Essay Example Some of these product logos and brands include Versace, Louis Vuiton, Victoria secrets, and Nike among many others. In globalization, consumers draw purchasing potential from the aspect that these products associate with class, sexuality, and the immense media marketing coverage given by these media forms. Mostly, fashion products find their increase in popularity through magazines, internet, televisions, celebrity music videos, and in international films hence creating a sense of identity among the global consumers. In this regard, this essay will delve on the ways in which fashion has gone global. Fashion technique Fashion is a body related technique, which encompasses certain aspects of communication that include gestures and other body movements in the portrayal of habits. Fashion is a distinct avenue of expressing individuality and standing out among other society members. Ideally, exotic fashion wear becomes the most unfamiliar fashion dressing that portrays technicality in dis play and dressing. Further, being exotic in the westernized world implies that a clothing collection is different from preceding fashion productions depicting newness and no previous existence (Craik, 1994:17). Therefore, exoticism is a fashion technique in which consumers easily identify the products that are new and trending in the market. Certain aspects of culture and cultural norms across non-westernized cultures influence the modes of dressing and accessorizing some westernized cultures and fashion houses. For instance, fashion houses across Europe borrow distinct aspects of culture either from the saris from India, to the veils worn by Islamic women or the intense body beautification practiced by Africans. Moreover, the exotic technical aspect in fashion may ape the way of dressing from certain cultures to depict heavy fashion statements. This may include the hippie way of dressing influenced by the Indian mode of dressing and wearing draped fashion wear copied from the way p easants dress (Maynard, 2004:70). Clearly, fashion in the western world is quite contrary to social beliefs, class, and customary elements in the non-westernized cultures. For instance, in the non-westernized cultures some dressing techniques depict heavy spiritual belief and acknowledgement of religion rather the western view of being trendy and unique. Sequentially, the use of fashion and fashion production statements across non-westernized cultures is a rare phenomenon since these cultures do not emphasize the need to establish superficial identity. However, fashion trends relate to better performing economies and not to struggling economies because of the ready market and the cultural embrace given to their fashion production by fashion enthusiasts within these economies. On the other hand, decorations a fashion parade express the importance of adding value to the fashion in display (Palmer and Clark, 2005:27). Ideally, a fashion production without chunky and intensely visible d ecor appears flat and non-attractive to the eyes. Decors and accessories as fashion techniques tend to display sophistication and significant fashion knowledge. In essence, fashion creates a loud communication through the dressing that provides an avenue for people to judge one’s personal taste in fashion aspects. Additionally, fashion application and production helps in

Hospital Marketing Assignment Example | Topics and Well Written Essays - 500 words - 2

Hospital Marketing - Assignment Example For a manufacturer of an infusion pump therapy kit for use in hospitals, personal selling or advertisement would help in informing the hospitals the advantages of using the equipment over other related equipment, the cost at which the kit would be sold at to the hospital allowing the hospital to save more than it could have spent on other related equipment and the advantages that the hospital would receive in terms of supply of the item that would not have been received with other items. In a nutshell, personal selling would convince the hospital to purchase more of the equipment, hence increasing the general sales of the equipment. Considering post-purchase role of promotion, for a busy hospital emergency room, a company can offer to make issue out certain items for free for every patient who will purchase a particular item used in the emergency sector of the hospital. May be if the company is selling bandages, it could issue free dressing cotton to the clients who shall have made their purchases from the company. To make a good advertisement on the physical rehabilitation program, there is need for a larger budget. This is because, to reach the targeted clients, much needs to be done. One would want to target drug addicts, to ensure that the target group is met, there are various programs that are required to be included in the advertisement in order to attract such kind of people. In the advertisement, there would be a step by step explanation of how drug addiction may ruin someone’s life then they will have to learn. Before deciding to use the medium, the program director needs to consider whether the targeted persons also read this newspaper, the coverage space of the program in the newspaper and other more effective means of advertisements that would reach the targeted clients than the newspaper.   The newspaper may be having the best circulation, however, may be the targeted persons might not be able to access and read it.  

Development and Implementation of Direct and Internet Marketing Essay

Development and Implementation of Direct and Internet Marketing Strategy in Nokia - Essay Example Similarly, many companies have embraced the use of direct marketing to lure customers into buying and remaining loyal to the company’s products. Direct marketing strategy is adopted to ensure the success of the marketing campaign. It involves companies approaching the consumers with their products and survives with the aim of meeting their goals by influencing an action through buying, ordering, requesting more information as well as visiting the company website (Roberts, 1999:18). Internet marketing strategy involves the use of internet to attract people or to give more information about the company’s products through directing them to the company website, increasing customers to the organization as well as branding the organization with its products (Clarke, 2005:172). Over the past years, Nokia has been on the leading end in the development and implementation of direct and internet marketing strategy which has promoted its growth in terms of product penetration and a cquisition of the market share. Similarly, this marketing strategy and ensured the company grows its revenue as it keeps on launching new products to counter its competitors. This research paper will outline how Nokia develops and implements direct and internet marketing strategy as it gives the achievements and limitations of this marketing strategy. ... Since its establishment, the company has been on steady growth as it operates in more than 120 nations across the world with employees above 100,000. Nokia has annual revenues of 30 billion euro which has placed it second mobile phone maker after Samsung as at 2012. The company commands the mobile phone industry with its current share marked at 23%. Despite the steady growth that the company has enjoyed over the years, its market share has not remained stable from last year due to developments and entry of smart phones by other agencies. The introduction of iPhone which runs Google android operating system has systematically contributed to the declining market share of the corporation. However, the company is working on strategy to ensure it counterattack the new agencies by partnering with Microsoft to ensure all Nokia smart phones are incorporated with Microsoft window as their operating system. Besides this, Nokia has elaborated ways of capturing certain markets as it develops pro ducts which meets the demands of certain age group of the society (Mangan, 2012). Their marketing strategy is very essential in ensuring they reap from the untapped markets both online and direct. Frameworks and Approaches to Direct and Internet Marketing Nokia has been on the forefront towards direct and internet marketing since competition in the mobile telecommunication industry is flooded with the entries of new products as well as new agencies. This has pushed the company to venture into direct marketing at ensuring they meet their target population as well as consumers towards realizing the existence of the company products and services. Nokia have embraced the use of direct marketing

Token Economies Essay Example for Free

Token Economies Essay A token economy is a behaviour modification program based on operant conditioning principles. Token economies are sometimes successfully used in institutional settings, such as schools and psychiatric hospitals. People receive tokens for desirable behaviours such as getting out of bed, washing and cooperating. These tokens can be exchanged for rewards such as going for leave on hospital grounds, TV-watching time or exchange in the hospital shop for cigarettes or snacks. In a study carried out by Burchard and Barrera (1972) using a token economy system designed for the rehabilitation of mildly mentally ill young boys who displayed a high frequency of anti-social behaviour. Tokens were mostly earned through achievement in the workshop and were exchanged for a variety of rewards, such as meals, recreational trips, clothes or purchases. A time-out procedure was also adopted where boys had to sit on a bench behind a partition, hence having time out from being able to receive reinforcers; also a response cost procedure was employed during which reinforcers were removed, thus tokens were removed. Time out and deprivation of tokens occurred following swearing, personal assault, property damage or other undesirable behaviour, it was found that these things repressed the boys bad behaviour, but in some boys one technique might be more effective than another. Behaviour modification is being applied to a whole variety of what are traditionally considered disturbed behaviours with good results. The main practical difficulties are being able to find suitable reinforcers and to apply the techniques constantly. Some critics have suggested that behaviour modification may succeed in changing behaviours but not the processes that underlie them, and also that it could be used to teach that behaviour which best fits the demands of the institution rather than that which is in the individuals best interest. Using a Token economy system within an institution presents many difficulties, as staff have to ensure that reinforcement and removal of tokens must be consistent and done constantly. All staff, be it day or night have to be fully involved, they also have to carry out their roles fully for such a programme to work. It only requires one staff member to fail at their task for the effectiveness of the programme to fail. Organising and carrying out such a scheme requires time and effective planning, it is an expensive and time consuming way to change behaviour, if some staff are not committed to the programme then it is likely fail. There is also no attempt to address the cause behind why the children are trouble makers, and what might be a more dignified way of helping them. Who decides what is or is not acceptable behaviour, the staff within the institution not the individual children themselves. Such a scheme could be open to unlimited abuse. It is no coincidence that in some closed environments of hospitals and homes some staff members have been caught physically and mentally abusing defenceless people, a perfect example is that of Winterbourne hospital run by the Castlebeck group which featured on BBC’s Panorama programme 31 May 2011 (http://www.bbc.co.uk/news/uk-20070437) a reporter went undercover and filmed shocking abuse carried out on the residents of the home. Following the investigation a number of staff have been charged and arrested for the abuse of vulnerable clients whilst in their care. Eye Movement Desensitization and Reprocessing: A fairly new therapy is Eye movement desensitization and reprocessing (EMDR), developed by Francine Shapiro in 1987, is a method that some therapists use to treat problems such as post traumatic stress disorder, panic attacks and more recently phobia’s. This treatment is a type of exposure therapy in which clients move their eyes back and forth while recalling memories that are to be desensitized. Many critics of EMDR claim that the treatment is no different from a standard exposure treatment and that the eye movements do not add to the effectiveness of the procedure. The treatment is fairly complex and includes elements from several different schools of therapy. The most unusual part of the treatment involves the therapist waving his or her fingers back and forth in front of the clients eyes, and the client tracking the movements while focusing on a traumatic event. The act of tracking while concentrating seems to allow a different level of processing to occur. The client is often able to review the event more calmly or more completely than before. Strengths of the Behaviour Approach: The major strength of the behavioural approach is that some disorders especially phobias do seem to be a result of ‘faulty learning’. The behavioural approach is better than the biological approach at explaining some disorders such as Post-Traumatic Stress Disorder, which is an anxiety disorder that occurs in response to an extreme psychological or physical experience. At least some sufferers show anxiety reactions to stimuli which were present at the time of the trauma. A main strength of the behaviourist perspective has been the development of useful applications. One strength of the behaviourist approach is that it has successfully applied classical and operant conditioning to its theories. Systematic desensitisation is based on classical conditioning and is useful for treating phobias. Another strength of the behaviourist approach is that it uses scientific methods of research, which are objective, measurable and observable, such as Banduras bobo doll study of aggression. The behavioural approach offers very practical ways of changing behaviour from for example therapies through to advertising. However at the same time this does raise an ethical issue as if the behaviourist perspective is able to control behaviour who decides which behaviour should be controlled or changed. Weaknesses of the Behaviour Approach: The behaviourist approach to understanding abnormality is very reductionist as it reduces explanations for behaviour to simple reward and punishment. While some behaviour’s such as the acquisition of phobias, may be explained this way, there are many abnormal behaviours that seem to be passed on genetically, for example alcoholism, autism and schizophrenia and so it is difficult to explain them solely in terms of classical or operant conditioning. Similarly there are many disorders, for example depression, that seem to feature abnormal levels of neurotransmitters and so a biological explanation may be more sensible than a simple behaviourist one. Behaviourism can explain the role of the media in the acquisition of certain abnormal behaviours. Anorexia has long been linked with the perfect body image as portrayed in the media. People may learn to be anorexic through social learning by observing models and actresses, reading about the diets they are on, and copying the behaviour they see. The majority of research into classical and operant conditioning has been conducted on animals. Aside from the possible ethical implications of animal research, there is also the issue of generalising findings from one species and applying them to another. Assumptions have to be made that at least some human physiology and psychology is the same as animal physiology and psychology, but clearly humans are different to animals. The behaviourist approach is extremely determinist because it states that a behaviour that has been reinforced will be carried out, and one that has been punished will not be carried out. However, humans clearly have a degree of free will and are able to decide when to carry out some behaviours and when to resist them. Cognitive theories of behaviour try to account for free will and decision making, and so it may be better to combine behaviourist and cognitive approaches when trying to explain abnormal behaviour. A further problem with the behavioural perspective is that many of the practical uses of the approach such as aversion therapy and token economy systems when used as a way of changing behaviour do tend to be short lived. That is, they do change behaviour but often only for a limited time. The behaviourist model also struggles to explain why we acquire phobias for some objects or events quicker than others. In a modern world, fast cars, wintery conditions and using a mobile whilst crossing the road are far more threatening than spiders and snakes but we don’t develop car phobia. The Biological Model: The biological model aims to explain all behaviour and experience in terms of physical bodily processes. For example, when you feel stressed this usually involves a sensation of your heart pounding, your palms being sweaty and so on. These are physical symptoms created by activation of the nervous system. Your experience of stress is caused by the biological processes involved. The nervous system is divided into the central nervous system (CNS) and the autonomic nervous system (ANS), which is further subdivided into the sympathetic and parasympathetic branches. The central nervous system comprises the brain and spinal cord, containing about 12 billion nerve cells or neurons. It explains behaviour in terms of the following assumptions: 1. Different areas of the brain are specialised for certain functions, the cerebral cortex covers the surface of the brain and is responsible for higher cognitive functions. The cerebral cortex is divided into four lobes with the most important being the frontal cortex or lobe, responsible for à ¯Ã‚ ¬ne motor movement and thinking. Other lobes include the occipital lobe, which is associated with vision. Underneath the cortex there are various sub cortical structures such as the hypothalamus which integrates the autonomic nervous system and plays a part in stress and emotion. 2. Neurons are electrically excitable cells that form the basis of the nervous system. The à ¯Ã‚ ¬exibility of the nervous system is enhanced by having many branches at the end of each neuron called dendrites, so that each neuron connects with many others. One neuron communicates with another neuron at a synapse, where the message is relayed by chemical messengers or neurotransmitters. These neurotransmitters are released from presynaptic vesicles in one neuron, and will either stimulate or inhibit receptors in the other neuron. The synaptic cleft or gap is about 20 nanometres wide. Some common neurotransmitters are dopamine which is associated with rewards and also schizophrenia, serotonin associated with sleep and arousal, adrenaline associated arousal and gamma-amino-butyric acid (GABA) which decreases anxiety. 3. Hormones are biochemical substances that are produced in one part of the body (endocrine glands such as the pituitary and adrenal glands) and circulate in the blood, having an effect on target organ(s). They are produced in large quantities but disappear very quickly. Their effects are slow in comparison with the nervous system, but very powerful. Examples of hormones include testosterone (a male hormone) and oestrogen (female hormone). Some hormones such as adrenaline are also neurotransmitters. The biological approach has become the most widely used form of treating mental illness since the 1960’s. The biological model takes the same approach as it does for physical ailments, and assumes that psychological problems have a physical cause such as genetics where the patient may have inherited the illness from his parents or run in the family, possibly through a rouge or bad gene. The model takes the approach as with other illnesses that physical intervention will be required be it chemotherapy (drug therapy), ECT (electroconvulsive therapy) and previously surgery to treat psychological issues. Although the biological model focuses on internal, biological processes, it does not ignore the possibility that the environment can have a role to play in abnormality. Biological Therapies: Biomedical therapies include chemotherapy (drug therapy), electroconvulsive therapy (ECT) and psychosurgery.  Chemotherapy (drug treatment):  The most widely used form of treatment available under biological therapies is chemotherapy (drugs) with almost 25% of NHS prescriptions being for drugs to treat mental disorders in the United Kingdom. It aims to treat psychological disorders with medications and is usually combined with other kinds of psychotherapy. The main categories of drugs used to treat psychological disorders are antianxiety drugs, antidepressants, and antipsychotics.

Customer satisfaction and loyalty in convenient stores

Customer satisfaction and loyalty in convenient stores Abstract: In this article we look at the customers expectation from the convenience stores and the factors which drive the customers in the selection of a convenience store. The article further looks into the types of products that drive customers into convenience stores in Sri Lanka and also analyses their billing patterns to identify the demographics of customers working into the outlet and the type of products purchased. Even though the study looks at customers who are regular at the convenience stores their basket value is relatively very low which means their purchases are carried out at various other stores also. The study further identifies that even customers who are satisfied with the levels of services delivered by the convenience stores, it does not drive loyalty as customers look at shopping at different stores as per their needs. Based on our findings, further research should focus on identifying how customer satisfaction should be used to convert satisfied customers int o loyal customers. INTRODUCTION Rhee and Bell (2002) states that even though shoppers often visit and purchase from many different stores, most of them have a primary association to a main store where most of the purchases are made. This main stores are where the shoppers visit often to purchase when a large shopping basket is necessary. It is important for a new chain of convenience stores to be the preferred main store as when shoppers are converted into loyal shoppers they tend to spend double the amount in their first choice store as per Knox and Denison (2000). This is because most shoppers perceive the primary store as a safe bet according to Roselius(1971) as the primary store is a trusted place with the lowest level of perceived risk of disappointment when shopping. Yet Taher et al. (1996) argues that being at ease with a store is not sufficient to ensure repeat patronage. They go on to state further that with more information being available to consumers about value/cost alternatives Taher et al. (1996) be lieves that the number of customers who are willing to take the perceived risks are growing. This is good news for a small chain of convenience stores, which is relatively new as it means that by providing more information it is possible to attract new customers but the challenge is raised in converting these customers into loyal customers. It is therefore important according to Taher et al. (1996) and Sirohi et al. (1998) that retailers continuously collect information of the consumers who frequent the stores in a structured manner in order to understand areas for development of augmented services to develop loyalty to the stores. The strength of loyalty of customers to a store is one of the most important indicators of the stores strength according to Rhee and Bell (2002). Reichheld and Sasser (1990) reassure that profitability can be increased by increasing the levels of loyalty. Knox and Denison (2000) in their study of the retail sector in UK goes on to state that it is important for a corporate retail strategy to maximize consumer loyalty and minimize consumers from opting for switching. According to Solgaard and Hansen (2003) assortment of products at the outlet is one of the most important factors that drive the choice between the different stores customers patronize in. MODERN RETAIL LANDSCAPE AND CONVENIENCE STORES Retail comprises of all activities which directly relate to the sale of goods and services to the consumer for personal, non business use. (Retail glossary, 2009) The retail sector in Sri Lanka can be categorized into two as modern trade retailers and traditional trade retailers (grocery shops). The modern retail trade in Sri Lanka is expected to grow rapidly with the post war economic development and increase in household income. The penetration levels are expected to increase from 15% currently to 30% over the next 5 years. Modern retail format can be categorized into five formats as BIRO (2001) defines; they are convenience store, mini market, super market, departmental store and hypermarket. Convenience store is small in nature, offer few products. Its concentrated in convenience goods with limited brands. Mini market is bigger than convenience store in size, but still limited in product brands. Same with convenience store, mini market product offers focus on convenience goods. Department store is bigger in nature than minimarket, with varied products. Departmental store is a large retail store offering a variety of merchandise and services and organized in separate departments. Consumer can find shopping goods along with convenience goods in a department store. Supermarket is a large self-service food store selling groceries, meats, household goods, and so on, usually on cash-and-carry basis. Hypermarket is a variation of a supermarket that offers a variety of non food items, such as appliances, clot hing, and services, along with food items, in a vast space much larger than a regular supermarket, sometimes in excess of 200,000 square feet; also called superstore. The grocery items are often priced below market to draw traffic into the store; however, the grocery selection is also more limited than in a regular supermarket. The Sri Lankan modern retail market is dominated by the Cargills chain of supermarkets which has over 50% of the market share. There is only one hyper market in Sri Lanka to fit into BIROs classification of hypermarkets, but it has relatively low floor size. The modern retail market consists of five large players who are subsidiary business units of large conglomerates in the country. With high focus on large volumes and low margins, the customers in the modern retail segment are benefited by having a wider range of products, including groceries and general merchandise under one roof at relatively low prices. Convenience stores are a relatively new concept to the Sri Lankan market, and many consumers are still associating the convenient shops with mini supermarkets. The understanding of the convenience concept with limited range of products is still not clear in the local market. In Sri Lanka one of the growing convenience stores is Go Getter which was launched two years ago and currently it has 25 outlets. For this dossier the customers who visit Go Getter are studied to have an understanding of what drives these customers to the Go Getter outlet and which of these factors can be used to drive loyalty amongst the customers. In most of the Asian region the convenience stores are plenty and available in almost all locations. The growth of the convenience stores is mainly attributed to increased car ownership, increase number of households with refrigerators and freezers, and the growth in the number of working wives. (Jeannet and Hennessey, 1988) In other words the increase in mobility, growing purchasing power and the time constrains bring customers from shopping at supermarkets to convenience stores as customers are on the run and need to purchase products on the go. The wider choice of products and more competition was expected to bring higher quality and safety as well as to counter balance to rising price levels (Lipman 2003). According to Calvin B. Lee (2002) higher customer service levels lead to greater revenue and net income. The above stated research finding elaborates the extent to which customer service can lead to the company development. In every business, the customer service is very important. Without the help of customer convenience stores will find it difficult to attract customers and retention for repeat purchase. LITERATURE RIVEW According to Magi, 1995 and Corstens and Corstens, 1995 most of the consumers shop at more than one outlet. Most consumers patronage two or more outlets regularly because they arrange their shopping trips from different geographical locations (Solgaard and Hansen 2003) (e.g.,on way home from work, or other non-domestic activities). Similarly different stores may be selected as the purchasing requirement may vary by the amount of goods required (e.g., monthly purchases, topping up when necessary) or it can vary by the range of goods required (e.g., vegetables, meat, frozen foods, discount, etc.). Some consumers may even be looking for the products they prefer most or different individuals of the household may have preferences for different outlets. Therefore, to create loyal consumers one needs to understand what driver the customers to the store, however Mitchell et al. (1998) in their number of studies on store image had not identified a link between store attributes and loyalty. Garton (1995) and Bloemer et al. (1998) states that the consumers experience of the stores quality and service had relatively low level of influence in converting the consumer into a loyal repeat customer. Available literature has recognized several factors which influence satisfaction of outlet whilst shopping: Store attributes such as location of store (Woodside and Trappey, 1992) Range and quality of assortment stocked (Claxton and Brent-Ritchie, 1979; Sirohi et al., 1998) The pricing strategy used (Williams et al., 1978) Promotions carried in-store (Urbany et al., 2000; Kumar and Leone, 1988) Assistance provided by floor staff (Macintosh and Lockshin, 1997; MÃ ¤gi, 2003) Atmospherics of store ( Crawley, 1993;Yalch and Spangenberg, 199; Babin and Darden, 1996) Volume of purchase (MÃ ¤gi 2003); Garton (1995) goes on to suggests that to gain store loyalty it is important that the consumers image of the store be in line with the consumers self image. Sivadas and Baker-Prewitt (2000) concluded that the attitudes of consumers which drive the similarity between self image and store image are linked to store satisfaction. Still there is no evidence to suggest that this satisfaction necessarily has a direct effect on store loyalty. According to (Solgaard and Hansen 2003) a consumers preferred store is based on the perceived utility that they derives from the store. Consumers perceive the utility according to what they get for what they give. What consumers get is the output from the store which include service, products, price and other attributes in the consumer experience (Bucklin, 1966; Bucklin et al., 1996). To receive this output from the store the consumer also has to spend his resources in terms of time and money (Blackwell et al., 2001). As resources are scarce, resource maximization will be the key concern of the consumer and he will opt for the store where he perceives he will get the best store output for the resources he spend according to his perception of the services he receive. The available literature has pointed down a few significant drivers which effect consumers perception of store output these include the range of products and its assortment, quality of products available, overall service levels, store assistance personnel, store lay-out, convenience, cleanliness and atmosphere (Blackwell et al., 2001; Levy and Weitz, 2001; Bucklin et al., 1996, Finn and Louviere, 1996). Whilst the cost to the customer goes beyond the monitory value associated with the product prices themselves, and include the resource values of the time and money spend on transportation to and from the outlet. Individual determinants such as shopping intension, attitude towards retail outlets and shopping habits plays an important role on consumer shopping decision. Attitude towards retail outlet and shopping habits tend to influence shopping intension. This implies that retailers should concentrate on strategies in building consumers positive attitude towards their retail so that consumers visit their retail in order to make their visits regular (Siringoringo 2009) DESIGNING OF THE RESEARCH The factors that drive customer satisfaction identified by literature review were used amongst convenience store customers to understand if these factors hold true in the Sri Lankan context. And if they hold true to what extend are the levels of satisfaction they get from the existing convenience stores and their level of loyalty with the existing convenience stores. Further regular customers of 15 convenience stores were identified and their purchase habits were recorded using specially designed software at the point of sale to understand the relationship between customer demographics and purchase patterns. The objective of the second phase was to identify the types of products purchased and the basket value as literature reveals that consumers spend more at the primary stores than at any other outlet. 4.1.1 Objectives Of The Potential Consumer Survey The first phase of the study is carried out amongst the potential/current customers of convenience stores to understand their if the satisfaction drivers of the consumers hold true as per literature review and to understand further if they are loyal to one outlet or if the customers regularly switch between outlets. 4.1.2 Convenience Store Customer Sample The convenience store users sample size depends on resources available as well as on methodological considerations. Based on these, the study objectives will initially entail a review of approximately 390 convenience store potential customers. For the selection of the sample, a number of options for selecting the sample will be considered, with identification of purposive sampling as the most appropriate approach of those considered. Purposive sampling will allow for information-rich cases to be selected, which will generate insights into key issues and into effectiveness of interventions, rather than generalization to a population (Patton 2002). Sampling would entail surveying convenience store consumers and well as potential consumers who will be future buyers of Go Getter. Of the total population of convenience store potential consumers are undefined therefore a sample size of 390 is identified in the following areas: Main City limits and suburban area where convenience stores are popular and consumers are more adaptable to the concept of convenience stores. These constitute 5 of the 10 main cities where the convenience stores are currently functioning will be selected as the survey centers. Data capturing will be based on a structured questionnaire. A purposive sampling procedure will be used and the respondents will be selected based on income, profession, family size, gender and place of dwelling. The questions cover information areas such as current purchasing power, goods and services requirement and assessment of assortments and opinion on the services provided by the convenience stores. The SPSS package with an adapted code-book was used to process and analyses the data. Mainly descriptive statistics mean, mode and percentages will be used. The reason is to select sample is number of population is bigger than the 1 million. According to the Anderson sample chart fewer than 5 % error rate 390 is the best sample size if population is bigger. Hence, they will be selected from the people who work for FMCG sector (suppliers of Go Getter, potential customers, who would like to purchase goods from convenience stores and who live in apartments, who are receiving a salary above 1000US$, who are earning less than 150 US$, which compel them not to stock up their basic needs as well as young executives in the age range of 20 to 40 years who are living mostly in rented apartments or boarding houses. 4.1.3 Information Captured In Phase 1 The questions will be formulated to reveal the information listed below to understand the level of satisfaction customers are currently getting from the outlets they currently shop at. Table 1: understanding the convenient store landscape Objectives Descriptions 1. Knowledge of convenience stores Since the concept of convenience stores is new for the Sri Lankan consumers, identifying the consumers knowledge levels is important if they are to comment on the satisfaction they get from the convenience stores. 2. Product categories In the CVS/retail industry products are categories into different groups such as groceries, personal care, tobacco, perishable, impulse purchase etc. Different retail formats such as supermarkets, CVS, meat shops carry only selected categories of products. The products are categories tested are as follows Snack and confectionary Bakery Colas Mobile Credit Tobacco Groceries Baby care products Dairy products Others 3. Convenience offered/Expected/needed Identifying factors that customers associate as factors that drive convenience at the outlets they currently shop at and the levels of satisfaction they are getting from these outlets. 4. Customer retention/loyalty How loyal are the customers to the outlets that they shop at the moment. Are they switching amongst the outlets or are they shopping only at one selected outlet. 5. Expected retail format What other factors do they look from the convenience stores. These include factors other than convenience such as price/quality/atmosphere/relationship as literature review suggest these factors also drive the customer satisfaction levels There is a dearth of literature on the use of an appropriate scale to specifically measure the level of store satisfaction and store loyalty. Knox and Walker (2001) in their study of measuring and managing (brand) loyalty, stated that there is limitations in practically measuring of customer satisfaction as well as customer loyalty. Since there is no assured measuring instrument, the Likert five-point itemized rating scale is used in this instance to measure the level of attributions which drive store attributes. 4.2.1 Objectives Of The Online Survey The main objective of the online survey is to identify if the products which are purchase by the customers who have been identified as regular customers to the convenience stores are similar to the products stated by the respondents in phase one. This will help understand gaps if any amongst the actual customers at the store and the respondents to the first phase of the survey. The second set of information concerns on the basket value to understand if these regular customers are actually loyal customers as the basket value of loyal customers should be higher than or in par with the basket value in phase one. 4.2.2 Online Sample This data collection is planned to be done from customers who visited the convenience stores using a Convenience card which was given to the shoppers who visited the outlet regularly. This study is planned to be done at 15 outlets of the Go Getter convenience stores. Computerised data is collected from January 2008. The sample comprise of 15 outlets in order of the highest number of customer visited from 1st January 2008. There are 200-300 convenience card holder who visit each outlet on a daily basis. Hence, an average of 250 customers per outlet for 15 outlets will result, 3750 customers per day for a month and the same could be taken as respondents. Therefore it can be considered as an adequate representation. Data will be collected monthly. A special modification was done to the point of sales software application where the specially trained cashiers enter profile data of customers prior to the billing process. 4.2.3 Information Captured In Phase 2 Data which will be collected at the time of checkout is age group, gender, and product availability (were the products that they wanted available or were they out of stock). This data will be automatically correlated with items that they have purchased which will result in the identification and analysis of patterns and trends. 5.0 DISCUSSION OF DATA ANALYSIS 5.1.1 Understanding The Product Range And Pricing Concern From the respondents selected for the data collection 77% of the respondents were in executive or managerial grades. Almost 63% of the respondents earn > $ 150 are in the executive grades whist 70.97 % of those who earn As expected more than half the population (57.63%) stated that they buy other products, followed by 35.59% stating CSD/colas whilst milk products were stated by 32.2%. This clearly reflects that customers visiting convenience stores look beyond the major product groups identified. Regarding the value for money received at competitors, 61.2% of those who earn >$ 150 agreed that that value for money is received whilst 48.4% of those Given what was discussed above regarding the range, it is important to assess whether consumers have any concerns about the range on offer. However, a more than two third of the sample >$150 and 5.1.2 Level of Satisfaction drivers Service is a key dimension that needs to evaluate in the retail industry is customer service, as the entire concept revolves around service delivery. Nearly half the sample 82.8% stated that the check out is quick whilst a majority (90.7%) stated that the sales staff can be identified most of the time. Furthermore, 92.6% of the overall sample stated that the outlets maintained cleanliness with 58.2% stated that outlets maintained cleanliness most of the time. Nearly equal number of persons surveyed commented on the price consistency with 164 persons stating that price consistency is maintained sometime while 181 persons out of 390 interviewees stating that price consistency is seen most of the time. The staff assistance was commented positively with near universally 93.1% stating that the staff provides assistance most of the time or sometimes. On receiving goods promptly, 55.9% of those earning above The respondents earning above $ 150 category felt that the service was good sometimes. Almost universally the respondents were satisfied with the overall level of service (92.6%). Furthermore, a cross analysis between those who shop at the outlets, the facilities they look for and the times of the day and the product range highlights the following findings: Given this levels of satisfaction, it is important to look deeper in to data and see what aspects are valued by the customers at convenience store outlets. In order, a cross analysis was carried out between those who shop at these outlets and what they value most. As the literature suggested almost half the population in both income levels stated that it is location followed by range and service at an overall level. These findings when analyzed by the respective income brackets come in the order of priority where 48.4% state location, 32.3% stating offering a range and fast service being stated by 25.8% of those below $ 150. The order of importance changes when looking at the data of those above $ 1000. To them it is the location that matters most, followed by fast service and the product range. 5.1.3 Tendency To Shop At Multiple Outlets (Low Loyalty) From the total base of 390 respondents, a little less than half the population (40.51%) visit competitor outlets at least once a week and the next frequency was irregular (21.79%) with a similar amount (21.54%) claiming to visit competitor outlets less than once a week. None of the respondents do their shopping at one selected outlet. 40% shift from outlet to outlet more often than not on a regular basis even though there is high level of satisfaction, whilst the balance on a irregular basis shops from different stores. This clearly shows that even though most of the customers are satisfied with the offerings of the convenience stores they still are not loyal to one outlet. Discussion On Data Collected At Selected Outlets The information which was captured through the POS data collection system was analysed to find similarities in the profile of customers visiting the outlets and the type of products mainly purchased. The literature review highlighted that it is important to identify the main products that are looked for by the consumers need to be merchandised properly to achieve customer satisfaction. When analyzing the Go Getter customer profile it is evident that customers of all ages have patronized the outlets. The regular repeat customers were divided into 4 main segments: teenagers, youth, the middle aged and the elderly. Table 1 illustrates the summary of the analysis of data collected from the survey of Go Getter customers for a period of two months. Table 4: Profile of customers at Go Getter outlets Profile information Response Average age segment Dependent upon each outlet. However, a notably high number of customers belong to the middle age seem to frequent. Gender More skewed towards the males, conforming the basic fact that top up is less frequent as a household level in Sri Lanka. Purchase tendency Except for a few variations that were dependent upon the outlet location, most demand was generated to beverages, snacks/confectionary and frozen food. Basket Value Purchases are very small in quantity, bought either on the go or for topping out at homes. Most people (25% 33%) of the customers spend less than Rs 50. Source: Author One of the most striking findings is the fact that seemingly lesser number of teens and youth has visited the outlets, especially teens. This is mainly owing to the fact that in Sri Lanka children are dependent on their parents till their secondary education is completed. Culturally, children leaving home takes place only after marriage and till such time parents and grown up children live under the same roof which is quite opposite to the Western countries. Within this backdrop, teens and youth often do not have an income for themselves and depend on their parents to give them cash for their education and other needs. A higher number of the visitors to the outlet were middle aged and elderly, dominated by the males. This coined with the main products purchased beverages/snacks and confectionary shows that most of the purchases were low value products bought on impulse rather than for household topping up. The outlets in residential areas were doing better than the outlets in commercial areas, still the product range commonly sold shows that beverages/snacks are bought more than household products, which shows that consumers still dont buy products for household topping up from Go Getter. What is very discouraging about the information gathered from the online research is the average basket value of the regular customers. From the data analysis is the basket value spent by the consumers per visit with almost a third of the customers spending less than Rs 50 (less than USD 0.5) on an average visit. This is in line with the first phase of the study that most customers prefer to buy from different outlets. Therefore the basket value of even the regular customers who visit the selected convenience stores remain low as they come into purchase products of low value as and when necessary. 5.3 Limitations of Results This study was done as a part of the doctorate thesis on understanding the consumers and the challenges in the retail trade for the entrance of a new chain of convenience stores in a market where the concept of convenience stores is limited. Therefore the data was collected on understanding the customer satisfaction drivers and to understand what need to be done to increase the revenue of the Go Getter outlets and not to understand how to grow loyalty as the business is currently at the beginning phase. Therefore further research needs to be done on the regular customers of the outlets to understand their levels of loyalty as the factors used in the research to identify the relationship between satisfaction and loyalty are limited. 6.0 CONCLUSION Previous studies carried out by Woodside and Trappeys (1992) states when specific attributes such as low overall prices or most convenient are suggested customers respond with a top of the mind association for each of the values. These associations are the strong drivers of satisfaction are what customers associate with the main store where they make most of their purchases. Bloemer et al. (1998) states the store satisfaction is the mediator of the perception of the store and store loyalty. Still even in reason studies though this connection is seen a solid link between store satisfaction and loyalty has not been established. In a recent study, it was identified that customers are loyal to outlets with an image which match their own self image. Through the levels of satisfaction customers get from the convenience stores, they look for a parallel with the self image and the store image, which according to Sivadas and Baker-Prewitt (2000) does not necessarily translate into store loyalty as there is no clear connection. This lack of clear connection between store satisfaction and loyalty, the relationship between these two attributes remain speculative according to Mitchell et al. (1998). When analyzing the information collected from the Sri Lankan chain of convenience stores and their potential stores it shows high level of customer satisfaction amongst customers who use convenience stores. The study further goes on to show that even though most customers are highly satisfied with the stores they patronize they still are not loyal to any of the outlets they shop at. The customers have a limited loyalty to outlets and prefer to shop at outlets as and when necessary to purchase products as and when necessary. The purchasing habits suggest that even the customers who visit the convenience stores regularly purchase products only for a small basket value suggesting that the main outlet of purchase is different to this outlet even though they regularly visit these selected outlets. This suggests that the customers who visit these outlets regularly are looking for top up products whenever the need occurs and the outlets need to work on cross selling to these customers and increase impulse purchases to increase basket value. The relationship between loyalty and satisfaction is still not clear but as customers are satisfied with selected attributes they continue to patronize the outlets. Therefore in creating loyalty satisfaction is a basic need. It is not clear how satisfaction can be converted into loyalty or if that transformation can be achieved. Therefore further studies need to be carried out to understand the drivers of loyalty in the local retail sphere to understand better on the development of loyalty amongst customers.

Societys Fear of Genetic Engineering Essay -- Papers Science Biology

Society's Fear of Genetic Engineering Works Cited Not Included Anti-technologists and political extremists misinform, and over exaggerate statements that genetic engineering is not part of the natural order of things. The moral question of genetic engineering can be answered by studying human evolution and the idea of survival of the fittest. The question of safety can be answered by looking at the current precautions of the industry. The concept that society needs to understand is that with the right amount of time and money genetic engineering will help reduce disease and save countless lives. Many people do not realize that genetic engineering plays a role in many lives through out the world. Genetic engineering includes artificial insemination, in vitro fertilization, sperm banks, cloning, and gene manipulation (Goetz 178). Synthetic insulin is now available for use to treat diabetes. This man made insulin has many positive aspects, which include its life span, cost to manufacture it, and the amount that is available. The synthetic insulin lasts two to three times longer than its natural form and costs substantially less to manufacture than to extract it from an animal, primarily pigs. One other benefit is the amount that can be manufactured. In pigs, the scientists need to wait for it to mature to extract the insulin. The synthetic source is completely man made and any amount can be manufactured in large quantities. The replication of insulin is not the only way biotechnology is being utilized. Today people receive synthetic hormones that their body cannot produce such as growth hormones, thyroid, estrogen, and testosterone. Vaccines are also another form of genetic engineering that h... ...hing that man was not supposed to be able to control. These ideas stem from people?s fear and religious affiliation. This is based on opinions that people have formed, once again, because of their ignorance towards genetic engineering. The fear that people have toward genetic engineering is not new to science. Ever since the beginning of science, man has been afraid of the unknown. Space travel and flying were not widely accepted until the twentieth century and was completely absurd just one hundred years ago. Today they are widely accepted and are used everyday. Genetic engineering is in the first stage of its discovery and will emerge in the twenty first century and will be as accepted as is flying and space travel. The people of the world should ease up on holding back the evolution of science and realize its possibilities for future generations

Leadership And Management Essay -- Business Management

Leadership and Management Leadership and Management are two very important positions to have for anyone in an organization. Both of these positions come with a great deal of responsibilities; however, they both serve two different purposes and responsibilities in an organization, along with a different sent of guidelines. This paper will differentiate between Leadership and Management, give two recommendations to create and maintain a healthy organizational culture and give two examples to support the recommendations. Discussion Leadership is a wonderful quality for anyone to have because not everyone possesses leadership qualities and skills; however, a person can learn to have leadership qualities if he or she has the desire. A good leader has many excellent qualities such as; a leader has followers, knows how to encourage the workers, can get results by implementing strategies, can create a vision for the company, and communicates the vision clearly. These are not the only qualities a leader must have but they are some of the most important qualities a person must have in order to be successful in a leadership position. "Management is doing things right; leadership is doing the right things." Druker, Peter F. Retrieved Dec. 14, 2005 from http://www.famous-quotes-and-quotations.com/leadership-quotes.html. Another excellent quote about leadership is "The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint to keep from meddling with them while the y do it." Roosevelt, Theodore. Retrieved Dec. 14, 2005 from http://www.famous-quotes-and-quotations.com/leadership-quotes.html. Management is a very important position as well. Management takes a great deal of ski... ...he daycare center was forced by state regulations to close the doors immediately because of many code violations found on numerous occasions. Monitoring is very crucial in all aspects of business because of the state and legal guidelines, which by ignoring these will result in a company failing completely. Conclusion There is a difference between management and leadership but that does not mean that one is less important than the other. However, it takes an excellent leader and manager to be able to fulfill the Leadership and Management role successfully for the benefit of the company and his or her people in all aspects of the business fields. Therefore, every company, big or small, must have people whom they can depend on, whole heartedly, who can fulfill the Leadership and Management positions without worrying about negative outcomes or costly legal issues.

U.s Monetary Policy In 1995 :: essays research papers

U.S Monetary Policy in 1995 When Alan Greenspan presented the Federal Reserve's semi-annual report on monetary policy to the Subcommittee on Domestic and International Monetary Policy, the Committee on Banking and Financial Services, and the U.S. House of Representatives on February, Dr. Greenspan touted a cautionary yet favorable view of the U.S. economy. He states that "With inflationary pressures apparently receding, the previous degree of restraint in monetary policy was no longer deemed necessary, and the FOMC consequently implemented a small reduction in reserve market pressures last July." (Greenspan, 1996, Speech) During the Summer and Fall of 1995, the economy experienced a strengthening of aggregate demand growth. According to Greenspan, this increase in aggregate demand brought finished goods inventories and sales into near equilibrium. The Fed's fine tuning of the economy seemed to be paying off. Greenspan had a positive outlook for the economy for the rest of 1995. He states "the economy, as hoped has moved onto a trajectory that could be maintained--one less steep than in 1994, when the rate of growth was clearly unsustainable, but one that nevertheless would imply continued significant growth and incomes." (Greenspan, 1996, Speech) Towards the end of the year, the economy showed signs of slowing. Fearing a prolonged slowdown or even a recession in the economy, and with inflationary expectations waning, Chairman Greenspan and the Federal Reserve cut rates again in December. (Greenspan, 1996, Speech) There are, of course, critics of 1995's monetary policy. Most of the criticism came in the early part of 1995 when the Fed raised rates again. In the article "Are We Losing Altitude Too Fast" from the May 1, 1995 issue of Time magazine written by John Greenwald, he explains that the economy might not be coming in for a "soft landing" like the fed predicts. Trying to sustain 2 to 3 percent growth might lead us into a recession. Mr. Greenwald explains how the Fed's actions in 1994 and early 1995 has hurt individuals and the economy as a whole. "Corporate layoffs are far from over," says Greenwald, "they generally accelerate when firms find themselves in an economy that is weakening." (Greenwald, Time, 5/1/95, p80) Unemployment and layoffs aren't the only thing to worry about according to Mr. Greenwald. The automobile industry and the housing markets are both getting hit in the pocket books. Paul Speigel, owner of a New York car dealership explains his woes by saying '"We're doing our best to keep up the volume by discounting, working on our customers, but the Fed's rate hikes have dampened the ability of many Chevrolet customers to buy that new vehicle."' John Tuccillo, chief economist for the National Association of Realtors states

The Effects of Watching Tagalized English Movies in the Philippines

Introduction: . Tagalization is the process of converting foreign language into Filipino language or it is the translating of text into Filipino. Under the 1987 Constitution XIV Section 6, the Filipino national language was settled and the Education department adopted a bilingual program to promote the use of Tagalog, the other official language. The government was swayed by studies indicating that children tended to learn better in their native languages The trend for Tagalization or as some would call it Filipinization has increased in the recent years.Among those in the media which have changed languages through the years are the movies. And because of this, the level of English proficiency decreased. Incapability to speak English fluently and efficiently is one of the realities faced by many young Filipinos today. There are many reasons to explain the decline in English proficiency but the proliferation of television shows such as tagalizing English movies is one of the attributo rs. With this, how could we expect the young generation to speak and write English fluently? Absract:This research entitled â€Å"The Effects of Tagalizing English on the English Proficiency of the First Year College Students of Pasig Catholic College† was conducted to know the effects of tagalizing English movies of the first year college students of Pasig Catholic College. It aims to answer the following questions 1. What is the profile of the first year college students of Pasig Catholic College in terms of: 1. 1 Gender 1. 2 Program1. 3 Age 2. What is the academic level of performance of those students who watch tagalized English movies? 3. What are the effects of watching tagalized English movies?The researcher chose the first year college students of Pasig Catholic College to be her respondents. In this regard, the researcher used descriptive method to determine the different effects of tagalizing English movies of the abovementioned first year college students. The rese archer used the survey questionnaires in gathering data as the main instrument. The questionnaire is divided into three parts. Part I was about the profile of the respondents, part II was the grade in English of the first year college students for the first semester, and part III dealt with the different factors regarding tagalized movies.In the light of the study, the researcher came up with the following findings: Area of Focus This study aims to determine the effects of tagalizing English movies of the first year college students of Pasig Catholic College. The English Teacher: This study may prove significant to the English teachers to become aware of the student’s needs and responses. He/she, as a facilitator of learning should encourage the students in engaging oral and written activities to enhance their English proficiency.The Students: This study will serve as an encouragement to the students to watch English movies more instead of tagalized English movies to develop fundamental communication skills that prepare students to engage in fluent and responsible communication. The Parents: Through this reseach, the parents will come up with ways to assist and expose their children to different English resources to develop the student’s skills in English proficiency. Related Literature: According to Shianee Mamanglu of Manila Bulletin (2010) agreed that the Filipino skill in English have diminished over the years thus the need to enhance it.She also said that only five to ten are accepted out of every 100 call center applicants because of poor English skills particularly on communication. Lingualearn, (2002 ) said that one can learn grammar of a language in different ways and one of these is by watching television. All have an inborn mechanism for decoding and making sense of foreign languages. By immersion in the foreign language and culture, one should be able to pick up any language. The New Strait Times and the Star Newspaper (2005) said tha t it is important that students should watch more television, especially educational English programs.

Demographic Profile Of The Respondents Accounting Essay

In this chapter, consequence is obtained through the informations aggregation method from 300 questionnaires. The informations obtained from questionnaires are analyzed and computed by utilizing the Statistical Package societal Science ( SPSS ) package. Tables and charts will be exhibited to show the consequences in an apprehensible mode. This chapter started off with the descriptive analysis of the respondent demographic profile and cardinal inclinations measuring of concepts. Next, scale measuring is to supply the consequences of dependability trial. This is followed by the illative analysis with the Pearson correlativity coefficient analysis and multiple additive arrested development analysis. Last is to reason this chapter.4.1 Descriptive Analysis4.1.1 Demographic Profile of the RespondentsTable 4.1: Gender of RespondentsGenderFrequency Percentage Valid Percentage Accumulative Percentage Valid Male 105 51.7 51.7 51.7 Female 98 48.3 48.3 100.0 Entire 203 100.0 100.0 Beginning: Developed for the research In the Table 4.1 above, it showed the frequence and per centum of gender of 203 respondents. There were a sum of 105 male respondents ( 51.7 % ) and a sum of 98 female respondents ( 48.3 % ) . Table 4.2: The Age Group of RespondentsAgeFrequency Percentage Valid Percentage Accumulative Percentage Valid Under 21 old ages 5 2.5 2.5 2.5 21-30 old ages 67 33.0 33.0 35.5 31-40 old ages 54 26.6 26.6 62.1 41-50 old ages 31 15.3 15.3 77.3 51 old ages & A ; above 46 22.7 22.7 100.0 Entire 203 100.0 100.0 Beginning: Developed for the research Table 4.2 presented the frequence and per centum of the age group of respondents. 5 respondents ( 2.5 % ) were under 21 old ages old, 67 respondents ( 33.0 % ) were 21 to 30 old ages old, 54 respondents ( 26.6 % ) were 31 to 40 old ages old, 31 respondents ( 15.3 % ) were 41 to 50 old ages old and 46 respondents ( 22.7 % ) were 51 old ages old and above. Table 4.3: The Marital Status of RespondentsMarital StatusFrequency Percentage Valid Percentage Accumulative Percentage Valid Single 73 36.0 36.0 36.0 Married 130 64.0 64.0 100.0 Entire 203 100.0 100.0 Beginning: Developed for the research The Table 4.3 indicated the frequence and per centum of the matrimonial position of respondents. The bulk of the respondents were married which represented 64.0 % that is about 130 people out of 203 respondents. Meanwhile, 73 respondents ( 36.0 % ) were still individual. Table 4.4: The Education Level of RespondentsEducation DegreeFrequency Percentage Valid Percentage Accumulative Percentage Valid Primary instruction 8 3.9 3.9 3.9 Secondary instruction 77 37.9 37.9 41.9 Certificate / Diploma 80 39.4 39.4 81.3 Bachelor ‘s grade 33 16.3 16.3 97.5 Master ‘s grade 5 2.5 2.5 100.0 Entire 203 100.0 100.0 Beginning: Developed for the research From the Table 4.4, it showed the frequence and per centum of the instruction degree of respondents. From the information above, bulk of 80 respondents held a certification or sheepskin ( 39.4 % ) . The 2nd and 3rd largest groups were 77 respondents who had completed the secondary instruction ( 37.9 % ) and 33 respondents who held a unmarried man grade ( 16.3 % ) . Last, the respondents who had completed the primary instruction and which is a maestro grade holders were 8 people ( 3.9 % ) and 5 people ( 2.5 % ) severally. Table 4.5: The Working Period of RespondentsWorking Time periodFrequency Percentage Valid Percentage Accumulative Percentage Valid Less than 1 twelvemonth 23 11.3 11.3 11.3 1-5 old ages 63 31.0 31.0 42.4 6-10 old ages 48 23.6 23.6 66.0 11-15 old ages 25 12.3 12.3 78.3 16-20 old ages 19 9.4 9.4 87.7 Above 20 old ages 25 12.3 12.3 100.0 Entire 203 100.0 100.0 Beginning: Developed for the research The Table 4.5 represented the frequence and per centum of the on the job period of respondents. The respondents were divided into six classs. 23 respondents worked as an insurance agent for less than one twelvemonth ( 11.3 % ) , 63 respondents worked for 1 to 5 old ages ( 31.0 % ) , 48 respondents worked for 6 to 10 old ages ( 23.6 % ) , 25 respondents worked for 11 to 15 old ages ( 12.3 % ) , 19 respondents worked for 16 to 20 old ages ( 9.4 % ) and 25 respondents worked as an insurance agent above 20 old ages ( 12.3 % ) .4.1.2 Cardinal Tendencies Measurement of Constructs4.1.2.1 Commission PayTable 4.6: Cardinal Inclinations Measurement for Commission Pay No. Statement Mean Standard Deviation CP1 I think the committee wage is a really of import incentive for me. 4.3448 0.75078 CP2 I am motivated by committee wage to seek my best attempts in work. 4.2562 0.73350 CP3 My occupation public presentation determine the extra committee wage when achieve higher mark. 4.2808 0.81141 CP4 I will retain the occupation because I am satisfied with the committee wage. 4.0985 0.85025 CP5 I work hard is to acquire a better committee wage in this occupation. 4.3005 0.78561 Beginning: Developed for the research Table 4.6 illustrated the cardinal inclinations measurings of committee wage. Mentioning to the tabular array above, most respondents agreed to the CP1 with average value of 4.3448. The 2nd highest was CP5 with average value of 4.3005. The 3rd and 4th highest were CP3 and CP2 which had the average value of 4.2808 and 4.2562 severally. The lowest average value was CP4 which was 4.0985. From the tabular array above, CP4 had highest standard divergence value which was 0.85025. The 2nd and 3rd highest standard divergence value was CP3 and CP5 which had 0.81141 and 0.78561 severally. The 4th highest standard divergence was CP1 with the value of 0.75078. The lowest standard divergence value was 0.73350 by CP2.4.1.2.2 Job SecurityTable 4.7: Cardinal Inclinations Measurement for Job Security No. Statement Mean Standard Deviation JSM1 I think occupation security is another of import incentive for me. 4.1232 0.68188 JSM2 I am motivated by the good occupation security in current occupation. 3.9852 0.74779 JSM3 I feel my current occupation is unafraid, dependable and lasting. 3.9951 0.82951 JSM4 My occupation public presentation is influenced by the occupation security. 4.0000 0.79603 JSM5 I work hard is because I ‘m afraid to loss this stable occupation. 3.7143 1.00845 Beginning: Developed for the research The Table 4.7 illustrated the cardinal inclinations measurings of occupation security. The consequence from the tabular array above, JSM1 had the highest average value of 4.1232. The 2nd highest average value was JSM4 which was 4.000. The 3rd highest was JSM3 with the average value of 3.9951 which was followed by JSM2 which had a average value of 3.9852. The JSM5 had the lowest average value of 3.7143. Harmonizing to the Table 4.7, the JSM5 had the highest standard divergence value of 1.00845. The 2nd highest standard divergence value was JSM3 which was 0.82951. The 3rd highest was JSM4 with the standard divergence value of 0.79603 which was followed by JSM2 which had a standard divergence value of 0.74779. The lowest standard divergence value was JSM1 which was merely 0.68188.4.2.2.3 Opportunities for Advancement and DevelopmentTable 4.8: Cardinal Inclinations Measurement for Opportunities for Advancement and Development No. Statement Mean Standard Deviation AD1 I think the chances for promotion and development is another of import incentive for me. 4.1034 0.79238 AD2 I am motivated by chances for promotion and development in current occupation. 4.0443 0.75321 AD3 I have more chances for promotion and development in current occupation if I retain the occupation for longer period of clip. 4.0936 0.78734 AD4 I have more chances to direct for preparation, learn accomplishment and developing myself in current occupation. 4.1084 0.81330 AD5 I work hard is to acquire more chances for promotion and development in this occupation. 4.1675 0.74563 Beginning: Developed for the research Table 4.8 illustrated the cardinal inclinations measurings of chances for promotion and development. In the term of average value, AD5 had the highest mean of 4.1675. Second, it is followed by AD4 of 4.1084, AD1 of 4.1034 and AD3 of 4.0936. The AD2 had the lowest average value of 4.0443. From the Table 4.8, the AD4 had the highest standard divergence value of 0.81330. Second, it is followed by AD1 with the standard divergence value of 0.79238, AD3 with the standard divergence value of 0.78734 and AD2 with the standard divergence value of 0.75321. The lowest standard divergence value was 0.74563 by AD5.4.2.2.4 Work ItselfTable 4.9: Cardinal Inclinations Measurement for Work Itself No. Statement Mean Standard Deviation W1 I have more independent when I ‘m working. 4.1724 0.78654 W2 I have more assurance to accomplish the mark of the occupation. 4.2217 0.75461 W3 I am willing to work hard with current occupation. 4.2069 0.72886 W4 I am non willing to alter another occupation even if I get other occupation in elsewhere. 3.8227 0.98909 W5 I think my ability can execute good in current occupation. 4.1527 0.75211 W6 I am proud to work with current occupation. 4.2020 0.77944 Beginning: Developed for the research The Table 4.9 above, it illustrated the cardinal inclinations measurings of work itself. Based on the tabular array, W2 had the highest average value of 4.2217. The 2nd highest was W3 that had 4.2069 of average value. The 3rd highest was the W6 that had 4.2020 of mean value which was followed by, the W1 and W5 which had the average value of 4.1724 and 4.1527 severally. The W4 had the lowest average value was 3.8227. In the tabular array above, the highest standard divergence value was 0.98909 by the W4. The 2nd highest standard divergence value was W1 which was 0.78654. The 3rd highest standard divergence value was the W6 that had 0.77944 which was followed by, the W2 and W5 which had the standard divergence value of 0.75461 and 0.75211 severally. The lowest standard divergence value was W3 which was 0.72886.4.2.2.5 Job SatisfactionTable 4.10: Cardinal Inclinations Measurement for Job Satisfaction No. Statement Mean Standard Deviation JS1 In general I am satisfied with my occupation. 4.1330 0.74265 JS2 I am satisfied with the flexibleness of the on the job hours in current occupation. 4.3054 0.68601 JS3 I am satisfied with the committee wage strategy in current occupation. 4.0394 0.78250 JS4 I will retain the occupation because I am satisfied with the occupation security. 4.0148 0.74779 JS5 I am satisfied with the accomplishment in current occupation. 4.0591 0.78125 JS6 I am happy with the manner my co-workers and higher-ups treat me. 4.0936 0.79982 JS7 I am truly enjoyed with my occupation. 4.2266 0.81925 Beginning: Developed for the research Harmonizing to Table 4.10, it illustrated the cardinal inclinations measurings of occupation satisfaction. Based on the tabular array, most respondents agreed to the JS2 with average value of 4.3054. The 2nd highest was JS7 that had 4.2266 of average value. The 3rd and 4th highest average value was JS1 and JS6 which is 4.1330 and 4.0936 severally. The 5th highest was JS5 with the average value of 4.0591 which was followed by JS3 which had a average value of 4.0394. The lowest average value was the JS4 which was merely 4.0148. In the term of standard divergence value, JS7 had the highest standard divergence of 0.81925. Following, it is followed by JS6 of 0.79982, JS3 of 0.78250, JS5 of 0.78125 and JS4 of 0.74779. The two lowest standard divergence values were JS1 of 0.74265 and JS2 of 0.68601.4.2 Scale Measurement4.2.1 Internal Reliability TestTable 4.11: Reliability Statistic Variable Cronbach ‘s Alpha N of Items CP 0.881 5 JSM 0.805 5 Ad 0.911 5 Tungsten 0.899 6 Joule 0.901 7 Beginning: Developed for the research The dependability trial is test the consistence and truth of the IVs and DV which the credence degree of cronbach ‘s alpha more than 0.70. Based on the Table 4.11, the highest cronbach ‘s alpha is chances for promotion and development standing at 0.911. The 2nd highest is occupation satisfaction which the cronbach ‘s alpha is 0.901 followed by committee wage and work itself which the cronbach ‘s alpha are 0.899 and 0.881. The lowest cronbach ‘s alpha is occupation security standing at 0.805. From the consequence, overall the cronbach ‘s alpha for all variable are more than 0.70. Therefore, the questionnaire in this research is dependability and consistence.4.2.2 Normality TestThe trial of normalcy, histogram with normal curve, P-P secret plan and spread secret plan diagram are being used to demo the normal distribution of informations. Table 4.12: Trials of Normality Kolmogorov-Smirnova Shapiro-Wilk Statistic df Sig. Statistic df Sig. Standardized Residual .055 203 .200* .988 203 .091 a. Lilliefors Significance Correction * . This is a lower edge of the true significance. Beginning: Developed for the research This research uses 203 study questionnaires which the sample size is more than 100. Therefore, Kolmogorov-Smirnov ‘s trial is usage for proving the normalcy as it is used to analyze larger sample size ( n & gt ; 100 ) . Based on the Table 4.12, the important value of Kolmogorov-Smirnov ‘s trial is equal to 0.200, which is more than 0.05. Thence, as the normalcy premise is achieved, the informations can be assumed to be usually distributed. Besides, based on the Appendix D, the histogram with normal distribution curve of trade name trueness demoing a sensible bell-shaped and therefore the informations can be assumed to be usually distributed. In add-on, from the Appendix E, the normal chance secret plan of trade name prevarications near to the fanciful heterosexual line which is lifting from the lower-left corner to the upper right corner and demo a upward incline of the graph. This can connote that the informations can be assumed to be usually distributed.4.2.3 Multicollinearty TestBased on the Table 4.14, the correlativity coefficient between IVs were 0.581 for CP and JSM, 0.496 for CP and AD, 0.528 for CP and W, 0.604 for JSM and AD, 0.612 for JSM and W, and 0.657 for AD and W. Therefore, these correlativity coefficients are high between IVs but there is no multicollinearity job since they are all less than 0.8 in this research ( Field, 2005 ) . Furthermore, harmonizing to Table 4.13 the tolerance and VIF value for CP ( 0.606 1.650 ) , JSM ( 0.493 2.029 ) , AD ( .497 2.013 ) and W ( .478 2.094 ) are more than 0.1 and less than 10 severally in the multicollinearity statistics. Hence, multicollinearity job do non show in this research ( Hair et al. , 1992 ) . Table 4.13: Multicollinearity Model Collinearity Statisticss Tolerance VIF CP_Average .606 1.650 JSM_Average .493 2.029 AD_Average .497 2.013 W_Average .478 2.094 Beginning: Developed for the research4.3 Inferential Analysis4.3.1 Pearson ‘s Correlation AnalysisTable 4.14: Pearson ‘s Correlation Analysis CP JSM Ad Tungsten Joule Commsion Pay ( CP ) 1 Job Security ( JSM ) .581** 1 Opportunities for Advancement and Development ( AD ) .496** .604** 1 Work Itself ( W ) .528** .612** .657** 1 Job Satisfaction ( JS ) .557** .659** .674** .836** 1 ** . Correlation is important at the 0.01 degree ( 2-tailed ) . Beginning: Developed for the research By implementing Pearson Correlation Coefficient, Table 4.14 illustrates the consequences of the correlativity analysis of the four independent variables ( CP, JSM, AD and W ) and one dependant variable ( JS ) . The consequence from Table 4.14 shows that p-value of committee wage is 0.000 which is less than the significance value 0.01 degree ( 2-tailed ) and the R value is 0.557. Therefore, the analysis consequence concludes that committee wage is moderate positive correlated with occupation satisfaction. For occupation security variable, the p-value is 0.000 which is lower than the significance value 0.01 degree ( 2-tailed ) and the R value is 0.659 which indicates there is moderate positive relationship between occupation security and occupation satisfaction. In the Table 4.14, the p-value of chances for promotion and development is 0.000 ( P & lt ; 0.01 ) and the R value is 0.674. Hence, the chance for promotion and development is moderate positive correlated with occupation satisfaction. As shown in the Table 4.14, the p-value of work itself is 0.00 which is lower than the significance value 0.01 degree ( 2-tailed ) and the R value is 0.836. As a consequence, the work itself has high positive relationship with occupation satisfaction.4.3.2 Multiple Regression AnalysisTable 4.15: Multiple Regression Analysis Independent Variables Unstandardized Coefficients Standardized Coefficients t-value Sig. Bacillus Beta Changeless .350 2.069 .040 Commission Pay .069 .074 1.610 .109 Job Security .158 .160 3.154 .002 Opportunities for Advancement and Development .130 .143 2.834 .005 Work Itself .562 .605 11.724 .000 R2 .748 Adjusted R2 .743 F 147.264** Beginning: Developed for the research From table 4.15 above, shows that the correlativity coefficient, R= 0.864, means that there is a positive correlativity between the four independent variables and dependent variable. The value of R Square is 0.748 which indicates that 74.8 % of the discrepancy in the dependant variable ( occupation satisfaction ) is explained by the 4 independent variables ( committee wage, occupation security, chances for promotion and development, and work itself ) . However, it is still leaves 25.2 % of occupation satisfaction is explained by other factors in this survey. Furthermore, harmonizing to table above, p-value ( Sig. 0.000 ) is less than alpha value 0.05, therefore, the F- statistic which equals to 147.204 is important. That mean this theoretical account is a good form for the relation between the residuary and forecasters. Therefore, the independent variables ( committee wage, occupation security, chances for promotion and development, and work itself ) are significantly explicating the discrepancy in the occupation satisfaction among insurance agents. Since the p-value is less than 0.05 and is in the cull part which H0 is rejected. Harmonizing to Table 4.15, occupation security ( p=0.002 ) , chances for promotion and development ( p= 0.005 ) , work itself ( p & lt ; 0.001 ) are important to foretell the dependant variable ( occupation satisfaction ) in this survey because their p-values ( Sig. ) are less than alpha value 0.05. From the multiple arrested development analysis, occupation security, chances for promotion and development and work itself are the of import motive factors that affect the occupation satisfaction among insurance agents in Malaysia. Among these IVs, work itself is the strongest determiner. However, the independent variable ( committee wage ) is non significantly foretelling the dependant variable ( occupation satisfaction ) . This is because committee wage ( p=0.109 ) is more than the alpha value 0.05. Therefore, a multiple additive arrested development is formed by utilizing the information from the column headed â€Å" B † shown in the tabular array 4.15 above. The arrested development equation is as below: Job satisfaction = 0.350 + 0.069 committee wage + 0.158 occupation security + 0.130 chances for promotion and development + 0.562 work itself4.4 DecisionThree independent variables ( occupation security, chances for promotion and development and work itself ) for this research are found to hold important relationship with the independent variable ( occupation satisfaction ) . However, the independent variable ( committee wage ) is non important relationship with the dependant variable ( occupation satisfaction ) . Consequences of the analysis and back uping grounds for the consequences are being discussed in the undermentioned chapter.