Hurricane Katrina in Louisiana Essay Example for Free

Hurricane Katrina in Louisiana Essay Late Monday morning on August 29, 2005 a little more than 4 hours after Katrina slammed into New Orleans, and just hours after arriving in Baton Rouge, FEMA director and Bush the Younger’s childhood friend Michael Brown conducted a video conference briefing with the President who sat and listened quietly in Crawford Texas. Brown emphatically relayed to Bush, â€Å"This is, to put it mildly, the big one, I think. † Then Brown voiced his fear that â€Å"the government might not have the capacity to respond to a catastrophe within a catastrophe† The Superdome, he said was not equipped to be â€Å"a refuge of last resort. † The President asked no questions (A. P. 2006). Although Brown did a fairly decent job of trying to convey the potentially devastating nature of what was occurring, the real problem was that Brown had not been on the ground in Louisiana long enough to accurately understand the true impact of the storm (Brinkley 2006). By the time that he would come to realize that his lack of experience was simply no match for the enormity of this disaster, it may have been too late. The storm would ultimately leave 1,322 people dead, and 2,300 people missing in its wake (A. P. 2006). Two years later, in the autumn of 2007, FEMA and Michael Brown would be called upon again. First water and now fire had come to claim the day. What a difference a disaster would make. In the early afternoon of Tuesday October 23, 2007, at the Southwest D. C. offices of the Federal Emergency Management Administration, FEMA Deputy Administrator Admiral Harvey E. Johnson stepped up to a podium. He was there to give the national media a 1PM press briefing on the California wild fires that were currently raging throughout a large swath of land and threatening homes from Santa Barbra County to the US-Mexican border. The fires had been raging for three days. In time, they would force the largest civilian evacuation in the United States’ history, as one million residents of seven California counties were force to leave their homes. While the camera feeds fed the press conference to Fox News and MSNBC along with a few other news agencies, Johnson began fielding questions of a common variety. Someone wanted to know about the traffic of commodities coming into California. Another person asked how FEMA would deal with people who refused to evacuate. Then another person asked the Deputy Administrator â€Å"Are you happy with FEMA’s response so far? † And yet another one asked â€Å"Are there any lessons to be learned from Katrina? † â€Å"I am very happy with FEMA’s response so far, Johnson said [it’s a] very smoothly, very efficiently performing team †¦ And so I think what you’re really seeing here is the benefit of experience, the benefit of good leadership and the benefit of good partnership, none of which were present in Katrina. † (Kamen 2007) Johnson spoke like a true professional, answering all of their questions with a unique sense of cordiality. However, this was precisely because none of these people asking the questions were actually reporters at all. This was a staged event! It was not real! Due to fact that the Deputy Administrator’s office had botched the scheduling of this event, and ‘real’ pool reporters were only afforded a 15 minutes notice, none of them were able to show up. The FEMA staff decided to ‘fake a move’ (Ibid). Thus, while the cameras that were hooked up to their dedicated feeds were rolling in earnest, this was all a lie. Two day later, the gig was up! This ill-conceived stunt gained a staring role in the next few news cycles, which only served to bring back the haunting memories of the striking ineptness displayed by FEMA during the wrath of Hurricane Katrina. This immediately prompted Homeland Security Chief Michael Chertoff to comment, â€Å"I think it was one of the dumbest and most inappropriate things I’ve seen since I’ve been in government† (MSNBC 2007). White House Press Secretary Dana Perino was a bit more subdued in her criticism, â€Å"It is not a practice that we would employ here at the White House or that we we certainly don’t condone it† (Ibid). However, this was about as far as the analogies and the memories would be allowed to go. Twenty-four hours before Katrina made landfall, a FEMA executive in Denton Texas turned down a ‘Red High Priority’ plea for 300 Rubber Boats from the Louisiana Department of Wild Life and Fishing. The official simply scrawled â€Å"REQUEST DENIED† across the top of the document (Brinkley 2006). FEMA also turned down a U. S. Fish and Wildlife Service offer to save the lives of people who may have been stranded in Orleans, St. Bernard, and St. Tammany parishes. Furthermore, from his community in West Palm Beach Florida, Representative Mark Foley offered airplanes that were ‘on the ready’ to evacuate victims. So too, he was turned down as well. So it went with a host of reports stating that FEMA seemed strangely ambivalent to any kind of aid for Katrina victims (Ibid). Five months later, the Senate Homeland Security Committee which oversees the Department of Homeland Security of which FEMA is a part, released over 800,000 pages of memos, emails, strategy plans, and intradepartmental correspondence. These now public documents tell the shocking story of a government agency rife with ineptness. That Sunday before the storm, the U. S Department of the Interior offered substantial material aid of the sort that would naturally be needed in any disaster of this kind. They were also turned down. Senate Homeland Security Chairwoman Senator Susan Collins (R-Main) bristled at these findings, â€Å"That is incredible to me† she said (Ibid). No one seemed to understand why FEMA would turn down aid with a catastrophe of this magnitude, especially when it was being offered from a number of its own peer agencies. Even more riveting was the slew of reports that the U. S. government was refusing the massive amounts of aid offered from capitals around the world. From millions of dollars from citizens and governments in Europe, to barrels of oil from Venezuela; and 1600 disaster trained physicians from Cuba; the snubbing of this aid was mind-boggling (Ibid). What’s more, rumors continue to abound even until this day, after more than three years, of shocking scenes of official neglect that existed in New Orleans during those horror-filled hours in the immediate aftermath of Katrina. Stories of widespread police brutality and even White vigilantes ‘hunting down Blackfolk’, have become just one part of an International Tribunal on Hurricanes Katrina and Rita which has aimed the majority of its widespread enmity towards FEMA (Langley 2007). The tornadoes of despair have not ceased for the victims of Katrina, and the heartache still abounds as well. Twenty-six months later, after wildfires went wild in California, FEMA Administrator David Paulison stepped forward immediately to tell the American People, â€Å"The safety of the firefighters, individuals and families in the impacted areas is of utmost concern. † (FEMA 2007). Contrary to the widespread sense of government disregard that many felt in response to Katrina, the victims of the California Wildfires were immediately afforded a sense of assurance that FEMA was working with the highest sense of urgency on their behalf. Victims of this disaster were instantly promised that this would not be a â€Å"repeat of Katrina† (Philbin 2007). So it was, that with amazing efficiency, within hours FEMA had approved grants that allowed the state of California to recoup as much as 75% of the cost of fighting the wildfires. They had a joint field office open within 48 hours. FEMA’s regional office in California also stayed open 24/7, and coordinated its efforts with state, local, and federal agencies, including the Department of the Interior, D. O. T, the Army Corps of Engineers, Health and Human Services, and the U. S. Forest Service (EKU October 24, 2007). FEMA put its resources on full blast for the residents of Southern California, opening shelters, handing out blankets, food and water. From Katrina in August of 2005 to the California Wildfires of 2007 it was as if we were watching a Tale of Two Cities. One can only hope that FEMA keeps itself together and that tragedies coupled with that kind of governmental ineptitude never happen again. References Associated Press (March 1, 2006) (Video File) Washingtonpost. com Katrina: the warnings bush received. Retrieved from http://www. washingtonpost. com/wp- dyn/content//video/2006/03/01/V12006030101864 html Brinkley, Douglas The great deluge: Hurricane katrina, new orleans, and the mississippi gulf coast. Harper Collins 2006 334-335, 250 CNN (Tuesday October 23, 2007) Lessons from Katrina being applied to fire response. Updated 8:29 PM Retrieved from htt://www. cnn. com/2007/POLITICS/10/fire. fema/index. html EKU Fire Chief (website) (Oct 24, 2007) FEMA responds to california wildfires. Retrieved from http://firechief. com/leadership/incident- command/Fema_wildfire_10242007/ FEMA (October 24, 2007) Contingency Planning and Management Federal emergency management agency coordinating national response to California wildfires. Retrieved from http://www. contingencyplanning. com/articles/52388/ Kamen, A (October 26, 2007) Washington Post FEMA meets the press: Which happens to be†¦ fema. p. A19 Langley, D (July 22, 2007) Worker’s World Katrina-Rita tribunal to focus on u. s. crimes Retrieved from http://www. workers. org/2007/us/katrina-rita-0726/ MSNBC (Saturday October 27, 2007) Chertoff blast FEMA’s faux press conference. Calls agency’s use of fake reporters ‘one of the dumbest’ things he’s seen. Updated 7:21 PM. [Retrieved At:] http://www. msnbc. com/id21490838/ Philbin, P (October 24, 2007) (transcript) California wildfires: fema responds. Agency vows aggressive effort on wildfires. Washington Post. com. External Affairs Director, Federal Emergency Management Agency. [Retrieved At:] http://www. washingtonpost. com/wp- dyn/content/discussion/2007/10/24/DI2007102400890. html

SERVQUAL Model for Measuring Customer Satisfaction

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

Illegal Immigration from Mexico: Law, People and Business

Illegal Immigration from Mexico: Law, People and Business Illegal Immigration from Mexico: The Contradiction Between the Law, the People, and Business I. Introduction Before the nineteenth century migration between Mexico and the United States of America was open and did not require any type of verification between the two countries. After the nineteenth century, individuals who crossed the border into the United States without authorization were labeled illegal immigrants[1] These immigrants typically crossed into the United States because of labor shortages and economic disparity. In this essay, I will demonstrate that in regard to Mexican and Latin American illegal immigration, there is a contradiction between the law, business, and public opinion. This will be accomplished through a sociological perspective that will highlight a conflict theory outlook. First, a historical explanation is needed to frame the problem in proper context. II. Mexican Illegal Immigration History As a result of the Mexican American war, Mexico lost a large portion if its northern territory. The Mexicans who lived in this newly acquired area were given American citizenship and movement on the new border remained in flux. In the beginning of the nineteenth century a few inspection stations were created at the ports of entry along the southern border. World war one caused a labor shortage due to a sudden relocation of a mass amount of American males. Mexicans migrated to the United States and filled in the labor shortage caused by the lack of American males. The open border policy changed during prohibition due to a large amount of Mexican alcohol smugglers. The United States border patrol was created in reaction to smuggling in nineteen twenty-four. Additionally, the great depression caused a negative opinion of Mexican immigrants and mass deportations happened between nineteen twenty-nine to nineteen thirty-nine. When the United States entered world war two, a labor shortage s pread across the country. To cure the problem, the Bracero Program was created: [W]hich allowed millions of Mexican men to come to the United States to work on, short-term, primarily agricultural labor contracts. From 1942 to 1964, 4.6 million contracts were signed.[2] The program was ended due to mistreatment of the workers and the xenophobic public opinion. Although the program was terminated, Mexicans kept crossing the border for better economic opportunities. In response to the flux of Mexican migration, the United States: [E]nacted Operation Wetback, a campaign to deport Mexican workers who were in the country illegally. The program succeeded in rounding up over 1 million people, most of them men.[3] Soon after Operation Wetback, maquiladoras were created on the northern border of Mexico to provide cheap labor for United States businesses. Maquiladoras are factories that create and distribute products. They are typically located in impoverished countries and create products for more affluent countries. In addition, an agreement between the United States, Canada, and Mexico termed NAFTA was created to eliminate tariffs between the countries. Although NAFTA helped the elite in Mexico, it did not help the poor, thus the amount of migration to the United States increased. III. The Contradiction Between the Law, the People, and Business The policies that the United States government has created to stop or slow down the rate of illegal immigration is in conflict with the demand of cheap labor by companies located within the United States. Additionally, public opinion constantly alters and contradicts the policy and business needs. For instance, after world war one, the Bracero program became problematic because of public opinion, therefore a new policy was created to stop the flow of migration. Karl Marx defined capitalism as an economic system composed mainly of capitalists and the proletariat, in which one class (capitalists) exploits the other (proletariat).[4] It is apparent that the dominant ideology was tacit with its workers being sent to a war, which created a need for labor. The bourgeoisie exploited the Mexican migrants for the sake of maintaining their surplus value.[5] The Mexican workers were not the original proletariat but of a lower class, called the lumpenproletariat.[6] Eventually, when the workers came back from war, they were at odds with the Mexican lumpenproletariat, which created an alienation[7] between the two workers. The bourgeoisie/capitalist helped create this contradiction and conflict between the two different workers (Mexican migrants and American workers) and ultimately benefits from a conflict between them. Additionally, the bourgeoisie promotes and creates maquiladoras on the northern border of Mexico for cheap labor in the creation of products that they will profit from. However, the American public opinion opposes these factories because the factory jobs from the United States are abolished and relocated to Mexico. The bourgeoisie controls the means of production or the things that are needed for production to take place (including tools, machinery, raw materials, and factories).[8] In sum, the bourgeoisie promotion of factories in Mexico is in conflict with the workers and public opinion. IV. Laws That Have Led to Modern Day Slave Labor The Bracero program was implemented as a solution to the labor shortage during the war. Consequently, the Mexicans who filled in the gap did not receive the same amount of pay as United State citizens.[9] An instance of modern slavery is being paid a wage that is not enough to survive on. The program was used to exploit the workers and Mexico doubted that a legitimate labor scarcity existed and viewed the Bracero program as a way for the U.S. to obtain cheap labor.[10] Indeed, it seems that the bourgeoisie used this opportunity to pay the Mexicans a lower subsistence wage[11] than their American counterparts. Marxs theory of value claims that all value comes from labor and is therefore traceable, in capitalism, to the worker,[12] which is evident by the exploitation of the workers surplus value. Once the American workers came back from war, a campaign by the people was created to deport the Mexican workers. The campaign was successful and Operation Wetback was created in conjunction to sanctions on immigration. Consequently, once these laws were created, the term illegal alien became widely used. These so called illegal aliens came to the United States in defiance to newly created laws and were given an even lower wage. In sum, these new policies created an underclass of workers that the bourgeoisie exploited. Other policies such as NAFTA created a work scarcity in Mexico that has led to more illegal migration into the United States that the bourgeoisie is eager to exploit. Indeed, since the wages of many Mexican immigrants is not enough to survive on, policies have lead to this exploitation which can be labeled as modern day slave labor. V. Confronting the Problem It seems that neither the American nor the Mexican workers are aware of the exploitation that the bourgeoisie uses for monetary growth. Marx claimed that even the bourgeoisie may not be aware of this exploitation. He claims, The capitalists think that they are being rewarded, not because of their exploitation of the workers, but for their cleverness, their capital investment, their manipulation of the market, and so on. The capitalists are too busy making more money, in money grubbing, ever to get a true understanding of the exploitative nature if their relationship with workers.[13] Marx termed this as false consciousness, and he believed that the workers were capable of being aware of this exploitation through class consciousness. Therefore, a solution to this inequality first requires that the worker be aware of the inequality and then take action to overcome the issue of exploitation, otherwise known as praxis.[14] Consequently, this may be a difficult task, due to the fact that the different workers are in a constant clash with themselves and the bourgeoisie. VI. Conclusion In regard to illegal immigration in the United States, there is a contradiction between the law, business, and public opinion. The border between the United States and Mexico remained open to migration until the early nineteenth century. However, when in a labor shortage, the United States would open its borders to Mexican workers. Once workers returned, the borders were closed, and laws and programs were created to halt or slow down migration. These new policies did not completely stop migration and in some cases may have increased it. Subsequently, these new illegal immigrants were taken advantage of by the bourgeoisie with a salary that was below a subsistent wage, which can be labeled as modern day slavery. Without consciousness, it seems that the workers will be stuck in a revolving Sisyphean conflict between each other and the capitalists. [1] In addition, derogatory terms were used by the public and politicians. [2] http://www.labor.ucla.edu/what-we-do/labor-studies/research-tools/the-bracero-program/ [3] https://origins.osu.edu/milestones/may-2014-immigrant-deportations-today-and-continuing-legacy-operation-wetback [4] Book pg 25 [5] Define surplus value [6] Define lumpenprol [7] Define alienation [8] Pg 25 [9] http://www.unco.edu/cohmlp/pdfs/bracero_program_powerpoint.pdf [10] ibid [11] Define subsistence [12] Pg26 [13] Pg27 [14] Define praxis

Fortinbras as Foil for Shakespeares Hamlet Essay -- GCSE Coursework S

Fortinbras as Foil for Hamlet In the play, Hamlet, by William Shakespeare, the character of Fortinbras, has been used as a foil for the main character, Hamlet. Hamlet and Fortinbras have lost their fathers to untimely deaths. Claudius killed Hamlet's father, King Hamlet, and King Hamlet killed Fortinbras' father. Both Hamlet and Fortinbras have vowed to seek revenge for the deaths of their fathers. Since the revenge tactics of Hamlet and Fortinbras are completely different, Hamlet perceives the actions of Fortinbras as better than his own and the actions of Fortinbras, then, encourage Hamlet to act without hesitating.      Hamlet, after learning that his father's death was a murder and vowing to take revenge, wants to be certain that what he has been told is the absolute truth before he attempts to take revenge on Claudius. Even after Hamlet is sure beyond any shadow of a doubt that Claudius is the murderer, he hesitates to kill him. Fortinbras, on the other hand, has been taking action even before the play begins. As the play opens, the audience learns that Denmark is in a state of alert; the country has been preparing for a war. From Horatio, the audience also learns that the young Fortinbras is getting ready his "lawless resolutes"(I.i.111) for action against Denmark for the killing of his father and for the return of lands previously owned by Norway (I. i. 79-107).   These differences between Hamlet and Fortinbras' actions are further mentioned in Hamlet's last soliloquy (IV. iv. 32-66).    Before the soliloquy begins, Hamlet has been informed by one of Fortinbras' Captains that Norway is preparing to fight Poland over a "little patch of land"(IV.iv.19) and that twenty thousand men are eager to fight for th... ...nts itself. Hamlet is so determined to do something he does not wish to think about the consequences anymore.    Works Cited and Consulted: Bradley, A.C. "Shakespeare's Tragic Period--Hamlet." Shakespearean Tragedy: Lectures on Hamlet, Othello, King Lear, and Macbeth. Toronto: MacMillan, 1967. Danson, Lawrence. "Tragic Alphabet." Modern Critical Interpretations: Hamlet. Ed. Harold Bloom. New York City: Chelsea House Publishers, 1986. 65-86 Manning, John. "Symbola and Emblemata in Hamlet." New Essays on Hamlet. Ed. Mark Thornton Burnett and John Manning. New York: AMS Press, 1994. 11-18. Rose, Mark. "Reforming the Role." Modern Critical Interpretations: Hamlet. Ed. Harold Bloom. New York City: Chelsea House Publishers, 1986. 117-128 Wagner, Valeria. "Losing the Name of Action." New Essays on Hamlet. New York: AMS Press, 1994. 135-152.   

Apocalypse Now :: Stereotypes Arrogance Americans Essays

Apocalypse Now What is the stereotypical American? When one asks this question there are two general answers. An American would probably respond with characteristics such as hard working, free, and compassionate. A person from somewhere else in the world will probably have a very different answer to this question. Usually Americans can be seen as arrogant, dangerous, and hypocritical. Not a very good reputation to have, but the strangest part about it is most Americans either don’t know why people think of them this way or don’t care. For those that don’t care, ignorance will continue to be bliss, but for those who wish to know why people around the world think of them there are a few avenues they can explore. One of the most powerful is cinema. There are a number of great films that explore this subject in detail, and shed light on a perspective most Americans may not be familiar with. Two such films are Lars Von Trier’s portrait of everyday American life ca lled Dogville, and the other is Francis Ford Coppola’s war epic Apocalypse Now. Although both films are quite different, both emphasize and reinforce the negative stereotypes associated with Americans (â€Å"What the World Thinks of America†). Arrogance is the first trait generally associated with Americans. In Apocalypse Now, American arrogance is personified by the character played by Robert Duvall. Duvall’s character is the commander of a group of helicopters in Vietnam. It is explained throughout the film that Duvall’s character is invincible. He and everyone else knows that he will survive the war. With that degree of comfort Duvall stomps around Vietnam spreading freedom and killing scores of people. In his role in Apocalypse Now, Robert Duvall exemplifies the arrogant American soldier He goes around the world killing others, spreading his values, and not caring about the results. Von Trier’s film Dogville also examines stereotypical American arrogance. The first example of this comes from the character of Thomas Edison Jr. as played by Paul Bettany. Throughout the film, Bettany’s character attempts to change the beliefs and actions of the people within his town. While his struggle may be for the best, the fact that Bettany is trying to force his ideals on others is a very arrogant stance. Another example comes from the character of Grace as played by Nichole Kidman. Apocalypse Now :: Stereotypes Arrogance Americans Essays Apocalypse Now What is the stereotypical American? When one asks this question there are two general answers. An American would probably respond with characteristics such as hard working, free, and compassionate. A person from somewhere else in the world will probably have a very different answer to this question. Usually Americans can be seen as arrogant, dangerous, and hypocritical. Not a very good reputation to have, but the strangest part about it is most Americans either don’t know why people think of them this way or don’t care. For those that don’t care, ignorance will continue to be bliss, but for those who wish to know why people around the world think of them there are a few avenues they can explore. One of the most powerful is cinema. There are a number of great films that explore this subject in detail, and shed light on a perspective most Americans may not be familiar with. Two such films are Lars Von Trier’s portrait of everyday American life ca lled Dogville, and the other is Francis Ford Coppola’s war epic Apocalypse Now. Although both films are quite different, both emphasize and reinforce the negative stereotypes associated with Americans (â€Å"What the World Thinks of America†). Arrogance is the first trait generally associated with Americans. In Apocalypse Now, American arrogance is personified by the character played by Robert Duvall. Duvall’s character is the commander of a group of helicopters in Vietnam. It is explained throughout the film that Duvall’s character is invincible. He and everyone else knows that he will survive the war. With that degree of comfort Duvall stomps around Vietnam spreading freedom and killing scores of people. In his role in Apocalypse Now, Robert Duvall exemplifies the arrogant American soldier He goes around the world killing others, spreading his values, and not caring about the results. Von Trier’s film Dogville also examines stereotypical American arrogance. The first example of this comes from the character of Thomas Edison Jr. as played by Paul Bettany. Throughout the film, Bettany’s character attempts to change the beliefs and actions of the people within his town. While his struggle may be for the best, the fact that Bettany is trying to force his ideals on others is a very arrogant stance. Another example comes from the character of Grace as played by Nichole Kidman.

The Simple Gift and A Child Called IT

The desire to belong to people or a place is important to individuals as it helps them develop a sense of security and identity. This statement can be seen throughout various texts but is undoubtedly shown through the texts ‘The Simple Gift’ and ‘A Child Called IT’. The free verse novel ‘The Simple Gift’ is about Billy Luckett, a sixteen-year-old boy who decides to leave home, as he felt he was isolated from everyone else. Billy finds his security, peace and identity in the natural environment but is also shown throughout the novel that he does not give up to be a part of something or someone as he continues to strive to see the good side to others. In the novel Herrick constantly uses a various array of techniques such as symbolism, flashback and first person to portray the character’s feelings. Billy â€Å"praying for morning and sunshine† gives a sign to the reader that he desires a new life, and the symbolism of the morning and sunshine signify a new day. The wind and the rain â€Å"hitting Billy in the face with the force of a father’s punch† also help to expose the mistreatment that his father had given him whilst being at home. Through these quotes it is patent that Herrick employs the techniques symbolism and flash back to show how he is not accepted by his father. When Billy finally finds his place he can call home, Bendarat, here he also discovers his first real companionship from Old Bill, the â€Å"saddest man in the world†, and Caitlin, a girl he meets at McDonald’s who is from a wealthy family. To begin Billy is presented to the, at times, judgmental Caitlin as a bum but by displaying his compassion and not only being a homeless boy on the street he changes her perspective on himself, Old Bill and people like him. When we first see Caitlin, Herrick employs first person and the change in perspective to show Caitlin’s first reaction to Billy eating scraps at McDonalds – â€Å"put that back. † However, Caitlin avoids this, and instead says, â€Å"I hate mopping† to show Billy’s already changing influence on Caitlin. Billy, ironically, acts as a role model for Old Bill, as he transforms him by giving him â€Å"simple gifts† such as coffee, breakfast and the cigarettes. Here is shown once again the compassion given off by Billy as he does not give up on a person who tells him to â€Å"piss off son†. In becoming closer with Old Bill we are aware why he is such an old bitter man: the loss of his wife and his â€Å"darling Jessie†. It is also seen how Billy influences Old Bill to change his ways; prompting him to shave, this symbolises his own personal growth. In return Old Bill repays Billy by giving him his old house to live in. The use of first person in these quotes give a deeper explanation on to how one character has ended up where he is. All these examples illustrate how Billy’s desire to belong to a place or people helped him find that security and identity. As Old Bill presents him the gift of the key to his home this gives the sense of protection as he now has his own place to live and be himself with no violence from his father. His relationship with Caitlin also shows how she has accepted him for who he is and provides each of them with a sense of identity. The text ‘A Child Called IT’ also connects and relates to the previous text. This is portrayed through the main character, David. The first chapter ironically begins with the ending to give emphasis to the reader and demonstrate the importance of the ending for the child. Various techniques are used within the text such as first person narration and personification. As the novel is spoken in first person, its effectiveness is shown as it highlights to the reader that the story is from the child’s perspective, which is also shown in ‘The Simple Gift’ with the difference that it comes from more than one characters’ standpoint. It symbolizes that the author is directly addressing the reader to have a greater impact and engages them to continue reading. Throughout his childhood David becomes an isolated victim of his mother’s violence in comparison to how Billy is a victim to his fathers violence, which in turn makes him abandon his home and run away. David is rejected by his family members and is represented as the household slave as well as being his mothers outlet for anger. The idea of isolation is conveyed throughout the novel and it becomes evident that, not only at home, but also at school David is removed from normal relationships. The entire room lets out a howl at me – the reject of the fifth grade†, this example uses the mentioned technique of personification to emphasise to the reader that David is completely segregated, lost and alone. He does not belong at home with his own family, nor does he at school among his peers. Disconnection and alienation is presented throughout the novel, while David has accepted the fact that he does not belong to anyone or anything he still desires that someday he will be capable to connect with something or someone. This is evident in the line, â€Å"I would give anything to have been there in class when they found out I’m not so bad†. The quote has impact on the reader as it identifies that, although his peers have seemed nothing but uninterested in becoming friend with him, he still longs and strives to be accepted so that he may have that sense of belonging to a place or to people. Therefore, through these examples, it can be said that the text ‘A Child Called IT’ helps develop our understanding of the fundamental human need to belong by intensely drawing the reader’s attention to a deep sense of not belonging ad also how important it is to develop a connection with people or a place.

Opponents of Globalization Essay

Globalization is a dream that any idealist would want but developing countries have been paying the price for capitalism. International trade may be reaping profits for rich countries but it also destroys cultural identity and further impoverishes Third World countries. It is inevitable that globalization would homogenize people. To be able to market their goods, multi-national corporations need to create â€Å"the same values, the same tastes and use the same advertising† (Turning Point Project, 2002, para. 3). Participating in global markets also requires adapting to the language of the key players. A factual example is when â€Å"an advisory commission to the late Japanese Prime Minister Obuchi suggested that English be adopted as the second official language of Japan† (Kawai, 2003, para. 1). Altering the language of a people can directly make a nation lose its identity. These efforts drown local tastes from which domestic industries rely on therefore causing the collapse of national businesses which can cause further poverty. To be able to play in the international arena, developing countries rely on loans from global financial entities to sustain productivity. â€Å"Third World countries mortgage their future by selling off irreplaceable capital-their natural resources (Suzuki, 2003, p. 96). In fact, Brazil has chosen to allow the destruction of the Amazon forests to pay off their loans. Perseverance to pay the debts also pushes these poor countries to grow a certain crop as compared to their natural tendency to plant the different basic food to meet the needs of their population. The shift of land away from local food crops decreases the supply and increases the price, thus further impoverishing the people (Gore, 2006, p. 54) . These debts are therefore purpose-defying. The world is beautiful because of cultural diversity and each nation needs to protects its natural resources. Globalization poses a threat to the impoverished and should be controlled before it further destroys lives.