Implementation of E-Government in Malaysia - 1681 Words

QUESTION 3 E-government refers to multi-dimensional communications that provide services to the public through the use of information communication technology (ICT). Discuss the rationale for implementing E-government in Malaysia. The implementation of electronic government started since the initiation of Multimedia Super Corridor (MSC) by the Malaysian government. The status of e-government implementation in Malaysia is widely discussed as to the potential of e-government implementation towards the public and businesses. The e-government initiative launched the country into the Information Age. It will improve the government operates internally as well as how it delivers services to the people of Malaysia. It seeks to improve the†¦show more content†¦As one of the Multimedia Super Corridor Flagship Applications, the development and implementation of the chip based Bankcard began in 2000 with the Malaysian Electronic Payment System (1997) Sdn. Bhd. (MEPS) at the helm working together with domestic banking institutions. Bank Negara Malaysia served as the lead agency whose primary function is to facilitate the implementation. The Bankcard will spur the vision of promoting electronic payment in the country. Initially the Bankcard will contain three payment applications namely: 1. ATM 2. E-Debit 3. MEPS Cash The use of Bankcard encourages cashless payment transaction for various sectors e.g. retail, vending machines, car parks and transport and closed community to leverage on Bankcard to use MEPS Cash as the mode of payment. It also encourages participation of business venture in undertaking merchant acquiring business. Under this initiative of implementing multiple payment applications onto a single smart card, the domestic banking institutions pioneered the chip based electronic purse during the Commonwealth Games (SUKOM) in September 1998. The full implementation of the PMPC project (ATM, e-Debit and MEPS Cash) commenced in early 2001. In August 2002, several domestic banking institutions began their pilot rollout by issuing the Bankcard to their staff and the public. On 28 February 2003, the Bankcard was officially launched. Smart School The Smart SchoolShow MoreRelatedTechnology And Its Effect On Education Essay2079 Words   |  9 PagesNowadays, the implementation of technologies in education can be seen not only in tertiary institution, but also in primary and secondary. Technology is seen as an important tool in today’s world where most of the affairs such as business, education and networking are done using technological devices. 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The Major Differences in the Colonization of North and...

The Major Differences in the Colonization of North and South America between the French, Spanish and English and Subsequent Civil Rights. The Major Differences in the Colonization of North and South America between the French, Spanish and English and Subsequent Civil Rights. Even in the twenty first century North America, the United States and Canada in particular, is viewed as a bountiful land with rich resources and numerous civil liberties that have inspired different ethnic groups from across the globe to flock to this continent in hopes of a better life. Now everyone is well aware of all the bloodshed and human indecencies in the history of the colonization of this land and this writer does not want to be†¦show more content†¦The initial colonies were very unified both religiously and politically. There was little variance and a strong sense of identity. 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Research on Service Quality Level of Yamaha Music School Servqual Mode

Question: Discuss about the Research on Service Quality Level of Yamaha Music School Servqual Model. Answer: Introduction Background and Overview Music has the power to form characters, gives wings to mind and soul to mind. As an academic subject, music not enriches social benefits but also gives life to everything. Music technology is developing at a fast rate, and the music schools are also increasing at a significant rate (Harris, 2013). These music schools provide the opportunities to become world class composer, music teachers or performers. However, from the research, it is discovered that the major weaknesses lies in the service quality of music schools which must be improved to gain competitive advantages and to retain higher customer satisfaction. Service quality is the cornerstone of any organization to increase its market share, to achieve maximum economic growth and to sustain high customer satisfaction. This proposal will present the case study of Yamaha School, JAPAN (One of the leading music organizations of the world) to evaluate the factors which can improve the service quality of the organization. This organization serves 6,000,000 students at present date and almost people from 40 countries learn music from this school. Ho et al. (2013) stated that service quality connects customer perceptions with customer expectations. From the past few decades, the music schools make large improvements in their learning processes and strategies to provide bets quality music experience to the customers. Chao (2015) showed that there is a positive correlation between employees and customers attitude and their perceptions of service quality. However, Panni and Sarker (2013) opined that effectiveness of the company has direct and sign ificant impacts on service quality. But analyzing the recent trend, SERVQUAL model is become very popular which is very crucial to measure service quality in terms of reliability, assurance and responsiveness. Purpose and Scope of the Study Purpose: The major purpose of this proposal is to enhance the service quality of Yamaha School, so that people can take this passion as career and can achieve greater success in this field. Enhanced service quality will help to create potential opportunities for the learners to play the musical instruments properly and can also be able to learn singing to a next level. As because Yamaha Music School is a service provider organization, customers needs and demands should be prioritized at first (Rahmana et al., 2014). Therefore, it is very necessary to lay emphasis on the service areas of this music organization, so that customers loyalty can be ensured and more customers can be attracted towards the organization. In addition, SERVQUAL model will be also tested in this research work to use its applicability to measure the relation between customer satisfaction and service quality. Scope: The scope of this research study is to analyze the existing business model of Yamaha School and how they provide services to their students or people come to learn music in this organization. Problem Statement According to Mokhtar and Husain (2015), in Japan, music institutions always try to teach people to play music instruments and signing in best possible way. Yamaha Music School is one of the top music organizations of Japan, from where people won national as well as international awards and these are counted as one of the best music professionals of the world. However, the problem lies in the fact that poor teaching of music and other service delivery problems create significant negative impacts on customers satisfaction as well as organizational reputation. Vaz and Mansori (2013) opined that service failure happens when customers demands are not fulfilled as per their perceptions. This leads to destroy the relationship between the organization and its potential customers. Music can be learnt in its best way when the relationship between teachers and students is positive. Therefore, it becomes very necessary that the whole organization should follow standardized practices and processes so that customers will be served by giving best music experience to them. In order to achieve that, communication of the organization must be improved close the gaps and enhance the quality of service. In this aspect, SERVQUAL model will be proposed by the researcher. It is a conceptual model which analyzes the existing loopholes in the present services of the industry and then based on those analysis, solutions can be taken to mitigate the problems from grass root level. Research Questions The researcher mainly tries to highlight the issues related to service quality of the music organization and its impacts on the customer satisfaction. In respect to that, the researcher sets up the following questions which are as follows What are the major factors influencing service quality of Yamaha Music School? What will be the benefits of using SERVQUAL model in Yamaha Music School? What is the alternative solution to improve the service level of Yamaha Music School? Research Objectives This research study helps to determine the dimensions which bring customer satisfaction and the service quality received by the consumers. The researcher mainly tries to highlight the best possible ways to close the service quality gaps of Yamaha Music School, so that area of improvements can be identified properly. By considering these aspects the researcher has set the following objectives To identify the factors influencing service quality of Yamaha Music School To evaluate the level of service quality at Yamaha Music School with SERVQUAL model To improve the level of service quality at Yamaha Music School Research Hypothesis Hypothesis 1: H0: There is no relation between perceived quality of music program and prior expectations of the students H1: There is relation between perceived quality of music program and prior expectations of the students Hypothesis 2: H0: There is no association between students satisfaction with music program and prior expectations H2: There is association between students satisfaction with music program and prior expectations Summary The proposal understands the needs of improved service quality to achieve higher customer satisfaction and significant economic profit for the organizational well fare. The main agenda of this proposal is to measure the usefulness of SERVQUAL model in enhancing service level of Yamaha Music School. Literature Review Service Quality Enayati et al. (2013) opined that service quality is a major aspect which helps to differentiate one organization from its competitors. The purpose of service quality is emphasized strongly in this section as it can help the organizations to strive for service excellence and to achieve higher customer satisfaction. Service quality can be defined as the difference between the perception of received service and customers' expectations. Customers' expectations are the foundation to evaluate service quality because when performance exceeds the expectations quality is high and when the performance does not meet all the requirements quality is low (Akbari Darabi, 2015). While, perceived service is the result of customers expectations which can be functional or technical in nature. According to Hudson et al. (2015), wider opportunities program (WO) should be developed in music institutions because it has high level impacts on the social, cultural, personal and educational areas of the organizational learning space. The positive impacts on the perceptions and expectations through WO program is illustrated as follows Impacts Of WO Program Personal Impacts Develops confidence, enjoyment, aspiration and happiness amongst the pupils to learn and the teachers to teach (Gruzelier et al., 2014). Social Impacts This helps to develop a strong relationship with the business partners through collaborative and supportive networks. Cultural Impacts By providing high quality service, external perceptions or influences can be changed in a positive way (Achhnani Garg, 2014). Educational Impacts Contributes a lot to develop new knowledge and skills by addressing the key sustainable issues of the society. Innovation Impacts Helps to explore the talents of the pupils by developing new techniques and processes of music making and composition (Islam et al., 2013). Table 1: Impacts of WO Program on Service Quality of Music Institutions (Source: Shirkavand, Hossein Mokhtarihesar, 2015, pp-445) Students Satisfaction from Music Program As stated by Amiri Aghdaie and Faghani (2012), educators and students are engaged in value exchange relationship where needs of these actors depend on each other and it reflect organizational capabilities to make a respectable place for itself. In any institution weather it is a music organization, educational college or sports club, pupils come to enhance their knowledge with greater excellence and experience. According to Rezaei et al. (2015), music institutions are the place where people not only come to play musical instruments but also try to develop their personal life in a different way. In addition, large number of pupils or customers represents place of the organization in this competitive market world. Therefore, the organizations should take the initiatives to closely monitor the service gaps present in the organization, so that best possible solutions can be found out to mitigate them for organizational growth and reputation. In this aspect, students satisfaction largely depends on some crucial factors such as learning environment, interactions between pupils and teachers, learning process and others. The teaching environment of the organization should be properly designed with well-planned tasks and schedules that can accumulatively and progressively extend the music skills of the pupils (Sulieman, 2013). The music sessions should be provided equally to all the students so that everyone gets fair opportunities to play musical instruments and to learn singing. Guitar and cello session improves play a significant role in this aspect to improve the sound quality as well as overall performance of the students. Essential Steps to Enhance the Quality of Music Service According to Ebrahimi ande Imani (2014), with the improvements in music provision, quality of teaching can be enhanced. Music teachers should focus o simple methods so that the students can learn in an easy way and can achieve higher excellence in the field of music. The organization should take proper steps to develop the aural skills amongst the students through constant talking and modeling activities. Whenever the students will be able to hear and repeat the sounds properly, music teachers can use notations to learn singing and to play instruments with proper efficiencies. Ebrahimi and Farhadi (2014) mentioned that, all the activities should be properly planned which can help the students not only to consolidate but also to enhance their music learning with quality. Ayoubian et al. (2015) highlighted a major point that, advanced technologies play significant role in the extension and enhancement of music teaching and also helps to inspire and motivate pupils with greater collabor ation and communication. Some of the advanced technologies which can be employed in music learning are foot controllable looping hardware, portable hub rehearsal devices and many others. Foot controllable looping hardware allows the students to develop structure and modify the ideas to record without creating any interference to entire music making process (Islam, 2012). On the other hand, portable hub rehearsal device enables the students to create and rehearse compositions without disturbing others. These devices help to facilitate composition and expression and can also capture the sound layers before importing it to the software for further processing. Some easy and simple technical devices such as digital media players and recording devices help to record music and also help to explore alternative solutions for better composition and evaluation as well. There are some advanced software tools which can allow the pupils to compose and record tracks (Tabarraei Mohebi, 2014). In addition, integration of so ftware application in music environment also enables the students to manipulate the pitch and to experiment with different tempos, durations and dynamics. Online learning platform is another best strategy which can be adopted by music institutions which contribute a lot to provide remote teaching facilities to pupils who live in isolated communities. SERVQUAL Model to Capture Service Quality Harris (2013) acknowledged that, in order to measure customers satisfaction regarding various aspects of service quality, researchers have developed SERVQUAL model. By the use of this model, students can measure the service quality of the organization. According to Chao (2015), SERVQUAL model is a measurement tool which can be applied across the industry and reliable assessment of this tool helps to identify the gaps between customers perception of actual performance and customers expectations from the service. Figure 1: Dimensions of SERVQUAL Model (Source: Panni Sarker, 2013, pp-15) According to Mokhtar and Husain (2015), there are all total 97 attributes which have greater impacts on service quality of the industry. These attributes are very useful to assess customers perceptions as well as expectations on the delivered service of the industry. In the first development stage, these 97 attributes have been decomposed into twelve factors related to service quality which is tangibles, reliability, communication, credibility, responsiveness, competence, security, courtesy, knowing, understanding, access and customers (Vaz Mansori, 2013). In the second stage, these twelve components are subdivided into five dimensions and integrated into the SERVQUAL model. Tangibility: This helps to monitor the effectiveness of tangible resources, equipment, physical facilities and attitude of personnel on the service filed industry. Reliability: This ensures the fact weather the organization or system has the capability to deliver promised services accurately or not. Responsiveness: It represents the will of the organizations to help the customers with prompt services (Enayati et al., 2013). Assurance: It defines the courtesy and knowledge of employees in addition to that their abilities to inspire confidence and trust. Empathy: By this organization can provide attention to their individual customers, so that need of every customer can be fulfilled with greater satisfaction. Conceptual Framework of SERVQUAL Model Figure 2: Conceptual Framework of SERVQUAL Model (Source: Akbari Darabi, 2015, pp-105) From the above-presented diagram, five major gaps of service industries are identified which are assessed through SERVQUAL model. Gap 1 No knowledge about customers expectations Gap 2 Poor standards of service quality Gap 3 Service performance gap Gap 4 Promises are different from actual service Gap 5 Difference between customers expectation and perceptions Table 2: Gaps Identified through SERVQUAL Model (Source: Achhnani Garg, 2014, pp-5) Gap 1 is defined as Management Perception Gap. Large differences between customers expectations and managements perceptions lead to customer dissatisfaction which has significant negative impacts on the organizational brand image. Ineffective communication between the customer and business supportive leads to unhealthy business relationships (Islam et al., 2013). Gap 2 is known as Quality Specification Gap which occurs due to misperceptions of management while dealing with customers needs and requirements. Gap 3 is Service Delivery Gap which occurs when the organization is unable to deliver prompt services as they promised to the customers. Shirkavand, Hossein and Mokhtarihesar (2015) mentioned this as a difference between service delivery of the providers and customer drove service design and standards. According to Amiri Aghdaie and Faghani (2012), it is the sole responsibility of the management of the organization who should audit the entire business process to ensure the fact tha t customers needs are fulfilled as per their expectation level. Gap 4 is the reflection of Market Communication Gap which signifies discrepancy between promised service and the actual one. In order to draw customers attention, the organizations promised to deliver high quality products or services which may not be possible to deliver. This kind of differences creates high conflict situations inside the organization. The last identified gap is known as Perceived Service Quality Gap which is the mismatch between perceived service and expected service. Rezaei et al. (2015) mentioned that, in this case, organizational needs or individual authorities needs are prioritized first rather than customers requirements. After analyzing the facts of SERVQUAL model, it has been observed that in Yamaha Music School there are some loopholes present in the existing service model. Various causes of these gaps and its best possible solutions are described in the following table Service Gaps in Yamaha Music School Gaps Causes Solutions Gap 1 (Management Perception Gap) Lack of use of advanced music instruments such as piccolo, stringed instruments, violin, and saxophones. Unclear information about the music sessions. Integration of advanced music tools such as Piano, Guitar, Vocals, violin and others to provide wider opportunities to the students to learn music enjoy thoroughly (Sulieman, 2013). Use of good customer relationship management to understand customers needs and expectations. Gap 2 (Quality Specification Gap) Inadequate task standardization and insufficient planning of teaching. Inadequate commitment to offer best quality music experience (Ebrahimi Imani, 2014). Mangers of the organization should follow standardized practices to ensure that pupils are learning the music in a jolly way. Several sessions on musical instruments such as cello session or guitar session can be offered to discover, explore and control sounds with better quality music experience. Gap 3 (Service Delivery Gap) Poor technologies or incapable music teachers Ineffective human resource policies such as role conflict, improper recruitment. Managers should monitor the entire teaching and learning activities of the music school (Ebrahimi Farhadi, 2014). A feedback system should be employed to gain students opinions about their learning experience. Gap 4 (Market Communication Gap) Ineffective internal as well as external communication Failure to manage students expectations The organization should provide authentic information about what they can offer to the learners and what they cannot in their music sessions (Ayoubian et al., 2015). Gap 5 (Perceived Service Quality Gap) Demographic diversities Poor advertising campaigns All the above mentioned rules and practices can ensure to provide expected quality services to the customers. Table 3: Service Gaps and Solutions for Yamaha Music School (Source: Islam, 2012, pp-50) However, several critiques highlighted the loopholes of SERVQUAL model such that it only focuses on the service delivery process but do not bother about the final output. But as opined by Tabarraei and Mohebi (2014), SERVQUAL model has greater advantages which are beneficial from organizational perspectives. It can properly track customers perception and expectation over time to enhance the service quality with greater efficiency. Research Methodology Research Design According to Alvesson and Sandberg (2013), research design is the overall strategy which integrates different components of the research study in a logical and coherent way. Research design is a sequential approaches of research methodology helps to obtain accurate results which will give a support to the validity of the research work (Novikov Novikov, 2013). Useful applications of research methodology helps to gain detail and better analysis to understand the fact that enhanced service quality is a mirror reflection of organizational reputation and image. Method Outline Method outline helps the researcher to adopt suitable design types (Exploratory, Descriptive or Explanatory), research approach (Inductive or Deductive) and sampling technique (Probability or non-probability sampling) which can be used in the research proposal to gain accurate results (Brown Stowers, 2013). The method outline also helps to select data analysis technique to evaluate the responses of the selected sample size. Systematic structure of method outline contributes to analyze the research topic in a clear and precise manner. Research Approach Thomas (2013) acknowledged that, appropriate research approach is very crucial to conduct the research study properly so that theoretical approaches can be aligned with practical applications in a perfect way. Two types of research approaches can be used; one is inductive and other is deductive approach. By analyzing the utilization of research approaches, deductive approach will be selected for this research work. Inductive approach helps to establish new theories related to the selected topic. Inductive approach includes inductive reasoning which generally starts with theories and observations and ends with results of the observations. Deductive approach helps to build theories related to selected topic more specifically, so that further analysis can be done by the researcher in a proper way. It basically helps to develop hypothesis based on theories and research strategies (Popping, 2012). At the end of the research work, this helps to draw accurate conclusion from the selected re search topic. Research Design This is used to explain the research framework which can be explanatory, descriptive or exploratory (Mitchell Jolley, 2013). The researcher uses descriptive design to conduct this research proposal towards right direction. Descriptive design aims to obtain proper details about each event with proper and detail descriptions. Intended Population People who are directly or indirectly engaged in the research work are known as population. Small representation of this population is known as sample size. For this research proposal, students of different years from Yamaha Music School would be chosen as intended population. Total 100 students will be selected from Yamaha Music School which quantifies the opinions of larger sample population. Close ended questionnaire will be distributed amongst these students to get their feedback. Sampling Design and Technique In order to analyze the opinions of the selected students from Yamaha Music School, non-probability sampling technique will go perfect. According to Al (2013), non-probability sampling technique is useful to analyze the topic in details and can help to understand the complex phenomenon of the research work. The entire research work will be based on primary research and the collected data from the students will be evaluated through quantitative analysis technique. Models Will Be Used Models are used to analyze the collected data, to interpret results from those procedures and to draw accurate result at the end of the work (Alvesson Sandberg, 2013). Basically two types of analysis techniques can be used in academic research proposal one is qualitative and another is quantitative. As per the nature of the research study, mixed approach of these two techniques can also be used. For this research work, the researcher suggests quantitative analysis technique which helps to record the opinions of large number of sample sizes. It helps to understand the facts in a scientific way with the help of mathematical models and statistical calculations (Brown Stowers, 2013). Furthermore, responses that will be collected from the students of Yamaha Music School will be evaluated through MS Excel sheet and multiple regression models. Analysis of data through these advanced models help to channelize raw data into the research topic and convert it into useful knowledge. Research Implications After completion of this research work, the researcher tries to find out the issues lie in the service model of Yamaha Music School which affects students expectations negatively. This will also help to analyze the effectiveness of SERVQUAL model to identify the service gaps of music sector and to solve them with best possible solutions. Ethical Considerations The researcher tries to maintain all the ethical rules and norms to conduct this research study in a proper way. The participants who are engaged in this research work are not pressurized mentally, so that all the collected information is valid and reliable. Collected data will be used for academic purposes only and commercialization of those data is avoided throughout the research work. All the participants of this are treated with respect and provided fair and equal opportunities so that their welfare is protected. Moreover, their personal or any other information is not revealed without their concern. Proposed Timeline The researcher subdivides large number of activities in smaller ones with the application of Gantt chart. It is very useful technique to display the research or project activities against time. In addition, it also displays additional information about each task which is designed to complete the research proposal. According to Mitchell and Jolley (2013), the research project puts on Gantt chart helps to manage the resources properly and set the estimates according to that. With this project scheduling, Gantt chart also helps to assess the progress of the research which is a crucial thing. Research activities/ stages Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Research topic selection Framing of research aims and objectives Set up of research questions Literature review Framing up conceptual framework Selection of appropriate research methodology Sample selection Sampling technique Conclusion Table 1: Gantt chart (Source: Created by Author) Conclusion Conclusively, it can be stated that utilization of SERVQUAL model not only helps to identify the gaps but also contributes a lot to take appropriate solutions to militate against the problems. In Yamaha Music School problems arise from various business ends which should be assessed properly to analyze its impacts on customer satisfaction. Based on those analyses, proper solutions can be adopted to maintain sustainable position in the competitive world. The solutions proposed in the literature review section will help to enhance the music experience of Yamaha Music School with the best quality experience. References Achhnani, B., Garg, P. (2014). A Comparative Study of Service Quality of Two Major Multiplexes in Rajkot: Application of Servqual Model.SFIMAR Research Review,9(2), 3-9. Akbari, P., Darabi, A. (2015). Factors affecting customer satisfaction, quality banking services to Iran, using the SERVQUAL model case study: Resalat bank of Kermanshah province.Advanced Social Humanities and Management,1(4), 2014. Al, S. (2013). Interpretive research design: concepts and processes. International Journal of Social Research Methodology, 16(4), pp.351-352. Alvesson, M. Sandberg, J. (2013). Constructing Research Questions. London: SAGE Publications. Amiri Aghdaie, S. F., Faghani, F. (2012). Mobile banking service quality and customer satisfaction (application of SERVQUAL model).International Journal of Management and Business Research,2(4), 351-361. Ayoubian, A., Dopeykar, N., Mehdizadeh, P., Hoseinpourfard, M., Izadi, M. (2015). Surveying the Quality of Care Services in a Military Health Center According to the SERVQUAL Model.Journal Mil Med,16(4), 225-229. Brown, J. Stowers, E. (2013). Use of Data in Collections Work: An Exploratory Survey.Collection Management, 38(2), pp.143-162. Chao, R. F. (2015). The Influence of Service Quality, Brand Image, and Customer Satisfaction on Customer Loyalty for Private Karaoke Roomsin Taiwan.source: The Journal of Global Business Management,11, 59-67. del Ro, M. D. L. C., Garca, J. ., Rueda-Armengot, C., Prez, J. L. C. (2014). An Application of SERVQUAL Model in Termas of Chaves. InAction-based quality management(pp. 27-41). Springer International Publishing. Ebrahimi, M. S., Farhadi, F. (2014). Evaluate the quality of ICT service provided by rural ICT offices using SERVQUAL model.Scientific Journal of Crop Science,3(8), 92-97. Ebrahimi, M. S., Imani, F. (2014). Evaluating customer satisfaction in Iranian agricultural cooperatives by use of SERVQUAL model.International Journal of Agriculture and Crop Sciences,7(4), 202. Enayati, T., Modanloo, Y., Behnamfar, R., Rezaei, A. (2013). Measuring service quality of Islamic Azad University of Mazandaran using SERVQUAL model.Iranian journal of management studies,6(1), 101. Gruzelier, J. H., Foks, M., Steffert, T., Chen, M. L., Ros, T. (2014). Beneficial outcome from EEG-neurofeedback on creative music performance, attention and well-being in school children.Biological psychology,95, 86-95. Harris, A. J. (2013). A model of key characteristics affecting consumer attitudes toward the usage of free legitimate ad-supported music download services. Ho, K. K., See-To, E. W., Chiu, B., Wu, M. (2013). Consumer E-Service Evaluation in Hong Kong Online Music Subscription Service Industry. Hudson, S., Roth, M. S., Madden, T. J., Hudson, R. (2015). The effects of social media on emotions, brand relationship quality, and word of mouth: An empirical study of music festival attendees.Tourism Management,47, 68-76. Islam, M. A., Hossain, K. F., Islam, M. R., Siddiqui, M. H. (2013). Customer satisfaction and customer loyalty through service quality evaluated under SERVQUAL model-a study on banking industries of Bangladesh.Science Journal of Business and Management,1(4), 88-97. Islam, R. M. D. (2012). Application of SERVQUAL Model in customer service of mobile operators: A study from the context of Bangladesh.European Journal of Business and Management,4(1), 47-54. Mitchell, M. Jolley, J. (2013). Research design explained. Australia: Wadsworth Cengage Learning. Mokhtar, S. B., Husain, M. Y. (2015). Service Quality of Polytechnic Using Servqual Model for Sustainable Tvet System. Novikov, A. Novikov, D. (2013). Research methodology. Leiden, Netherlands: CRC Press/Balkema. Panni, M. F. A. K., Sarker, M. A. S. (2013). Applicability of SERVQUAL in Private Higher Education Institutions in Bangladesh.International Journal of Technology and Educational Marketing (IJTEM),3(2), 1-20. Popping, R. (2012). Qualitative Decisions in Quantitative Text Analysis Research.Sociological Methodology, 42(1), pp.88-90 Rahmana, A., Kamil, M., Soemantri, E., Olim, A. (2014). Integration of SERVQUAL and KANO model into QFD to improve quality of simulation-based training on project management.International Journal of Basic and Applied Science,2(3), 59-72. Rezaei, B., Naderi, N., Jafari, H., Ojaghi, S. (2015). Measurement and quality assessment of entrepreneurial education services Using SERVQUAL model.Measurement,1(3). Shirkavand, F., Hossein, S. M., Mokhtarihesar, P. (2015). Service Quality Assessment In Selected Branches Of Social Security Organization Using Servqual Model.Research Journal of Business and Management,2(4), 441-454. Sulieman, A. (2013). Basic dimensions of the (SERVQUAL model) and its impact on the level of customer satisfaction: an empirical study of the housing bank in Karak, Jordan.European Scientific Journal,9(1). Tabarraei, M., Mohebi, S. (2014). Assessing the Quality of Educational Services from the Viewpoint of Medical Students of Islamic Azad University of Qom based on SERVQUAL Model 2013.Archives of Hygiene Sciences,3(2), 50-58. Thomas, J. (2013). Empathic design: Research strategies. Australasian Medical Journal, 6(1), pp.1-6. Vaz, A., Mansori, S. (2013). Malaysian private education quality: Application of SERVQUAL model.International Education Studies,6(4), 164.

The 10 Best Social Media Management Tools to Checkout

On the hunt for the best social media management tools to help you save time while managing your social media marketing efforts?In this post, weve collected ten great social media management tools that can help you with everything from scheduling to automatically sharing old content, creating social media images, analyzing performance, and more. Revive Old Posts Auto Post to Social Media Author(s): revive.socialCurrent Version: 8.4.4Last Updated: October 3, 2019tweet-old-post.zip 78%Ratings 1,969,075Downloads WP 3.5+Requires Re-sharing a piece of content is a great way to promote older pieces in your content catalog.With Revive Old Post plugin, you can set a specific time period between each post-share, days before sharing, and the number of posts you would like to share. The free version is specifically designed for targeting major marketing platforms (Facebook Twitter).If you are a professional marketer and want a better exposure to platforms like LinkedIn or Pinterest, youd need to get the premium version.Standout features:Automatically share both new and old content to promote everything on your siteCustom scheduling for strategically targeting your audienceThe Pro version is compatible with all the platforms including Tumblr, Facebook, Twitter, Pinterest, and moreOption to customize each post before sharing on social media, or follow a template2. HootsuiteHootsuite is one of the best social media management tools for creating and managing business campaigns. Instead of managing all of the platforms manually, you could just open Hootsuite and handle them from a single dashboard.You can use this social media dashboard for scheduling messages, tracking conversations, managing multiple profiles, and many other social activities.Standout features:Has a limited free planSchedule campaigns via different social media platforms from one dashboardThis web-based tool is compatible with major social media channelsIt offers free courses to help you get start ed with social marketing campaigns3. BufferBuffer is another popular one in our social media tools list. Many pro-marketers share posts on a set timing to get better results and drive more social traffic to their blog.You can add a specific time to share your content in a few clicks. The free version only offers one social profile per network you need to get the paid version to unlock multiple profiles. The free version is compatible with Facebook, LinkedIn, and Twitter.Standout features:It helps you post photos, articles and videos on your social media handles easilyYou can schedule content across different social channels through one dashboardThis tool is made for sharing your work effortlessly4. CanvaUsing well-designed graphic visuals is a great way to improve your social media game. Professional marketers use appealing images for Pinterest and Instagram marketing, to generate better leads. If you need help with your image needs, Canva is the best social media tool you could fi nd.Canva is a wonderful tool designed to help you manage the visuals for social media. This tool gives you the freedom to create your own design without knowing anything about web designing.It can be used for designing visually appealing content for brand aesthetics. You can create Facebook ads, Twitter posts, Pinterest graphics, LinkedIn banners, YouTube thumbnails, and many other different templates for your marketing campaigns.Usage of this platform is free and comes with a few basic elements, so you can design social images for your blog promotion.Standout features:Design great-looking content from your web browserThousands of unique graphic elements for designing stunning imagesPre-made templates for ads, social media headers, infographics, and social media posts5. CoScheduleIf you take a close look, you will realize that all of the social media tools are designed to save your time.CoSchedule is undoubtedly one of the best social media management tools in 2019. It is a marketin g calendar to help you manage projects on a single dashboard social media management tool. You can simultaneously share and publish content to save time. CoSchedule helps you boost your productivity by making your workflow organized.Standout features:Manage content posting on multiple platforms via a single windowSchedule an organized calendar for smart marketing campaigns6. Sked SocialIt’s no secret that Facebook ads create your website brand and help you reach your targeted audience. However, too many ads have made it easier to overlook them on Facebook. Hence, marketers are moving towards less scratched platforms like Instagram.Sked Social (previously branded as Schedugram) is a social media management tool created to target Instagram audiences.It provides an easy and efficient way for scheduling media sharing. You can upload bulk content on your Instagram account. The user interface of this tool is pretty simple, so you wont have to worry about the usage. However, you don t receive support in the free version.Beyond using Sked Social, there are a number of other ways you can integrate Instagram into WordPress.Standout features:You can customize (crop, filter or edit) images for bulk sharingUpload to multiple Instagram accounts through an easy-to-use interface7. SendibleSendible is a powerful social media management tool for agencies who need to manage social media for multiple clients.You can either schedule posts across different social media platforms or integrate it with blogs and social sharing sites. You can even add it to Slack and make the communication process a whole lot easier.Sendible can create an organized editorial calendar for your blog. Additionally, it also reports brand mentions, allowing you to respond to people and know your social media presence.This tool offers a unique feature to share existing content across the web and share it to get more eyes on your profile.Standout features:Sendible schedules content and helps your team t o communicate betterIt comes with a handy mobile app for getting notifications when youre away from your computerYou can easily manage multiple marketing campaigns8. SharedCountSharedCount is a free tool that helps you track the number of shares for a specific post on your website. You can even find out the exact platform that helped you generate social shares. You can get started for free with 500+ APIs available. For more advanced features like Domain whitelisting and email support, you need to get a paid plan. SharedCount premium starts at $40 per month.The main purpose of using social media is to drive more traffic and therefore improve conversion. And one of the best ways to know your campaign success rate is by checking the number of shares on your domain.If you want to increase shares on your site, consider using a social share plugin.Standout features:This tool is available for freeSharedCount supports Facebook and TwitterCheck the number of shares for bulk urls9. EdgarEdgar helps schedule content sharing in a unique way. It does not add up all the content in a single queue. Instead, it adds content in different categories and then it adds a publishing time to each category. This helps you target a certain niche at a set time.This type of arrangement ensures that you get the best out of each social media update. Beyond that, Edgar automatically re-posts an update to make sure it reaches a wider range of audience and that no content goes unnoticed.Standout features:Edgar optimizes post times by category, rather than using a single queueEdgar reposts social media content to help you get more eyes on your posts.It supports the three common social platforms including Facebook, Twitter, and LinkedIn10. IFTTTIFTTT (If This Then That) is a creative social media management tool. You can use it to build a connection between different apps and devices (including social networks). It works on an action-reaction mechanism that helps you boost productivity effortle ssly.Standout features:Automated sharing across social media apps and sitesBuild your own unique recipes with triggers and actionsIf you like how IFTTT works, you might also be interested in a similar tool called Zapier. Here are some of the best WordPress Zapier recipes.Over to youSocial media marketing is essential to increasing traffic. However, you cannot perform a marketing campaign effortlessly without the perfect social media management tools. These tools help make the social sharing process organized and make your work smooth.To recap, here are some of the best social media management tools you can use in 2019:Revive Old Post automatically share new or old WordPress content.Hootsuite an integrated social media marketing dashboard.Buffer schedule posts for all your social networks from one spot.Canva create great-looking social media graphics.CoSchedule organize your blog and social editorial efforts from one calendar.Sked Social manage your Instagram efforts.Sendible mainly focused on agencies.SharedCount find the content that gets shared the most.Edgar automatically publish posts on a smart schedule.IFTTT create your own custom recipes to automate social media.Do you have any questions about the best social media management tools? Ask away in the comments and well try to help! These 10 tools will help you streamline your #social media #marketing efforts âš’ï ¸ 

Selective Female Fetus Killing free essay sample

Female Fetus Killing Picture this, you are at the doctors and you have just found out that you are pregnant, so many ideas and feelings will run through your body. However, not all people react with excitement in most third world countries this can either be a happy moment or the dawn before the pain. At the beginning of history you can see that infanticide has been carried out. From prehistoric times to the times of many great empires, the deaths of infants were accepted as a way to regulate the population. Many families left the decision to the father as to whether or not they kept the child or left it by the side if the rode in hopes a civilian would rescue the infant. This paper will focus on the female infanticide being practiced in India. Female infanticide refers to the intentional killing of the female fetus or infant females with the hopes of someday having a son that will benefit the family. We will write a custom essay sample on Selective Female Fetus Killing or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page The difference that this paper will look at is why the families choose to selectively kill their female offspring versus their male. The major problem associated with selective killing of the female falls with the lack of women to marry the abundance of males in the country. Moreover, the selective killing of the female fetus show the lack of status a female holds in third world countries. The question would be how do women in third world countries commit this horrific crime. It is easier than we think the support from the doctors and the lack of punishment by governmental officials make this gendercide the norm in several third world countries. The doctors found that they can make a money profit by performing amniocentesis testing for women who wanted to know the gender of their unborn child. According to Karlekar, M. (1993), states that after the parents find out the gender of the unborn child they make a decision on whether or not they will keep the child. The women are often times ridiculed for producing female children and can be disowned by their husbands if they fail to produce a male child. Therefore, these women often go to the doctors alone to find out the sex of the baby and if the child is to be born a female the women will leave and with the help of older women in the village to perform abortions of the fetus. Female infanticide is considered to be one of the most brutal and destructive forms of sexual bias, which relates closely to sex selective abortions. The fact that the female fetuses are aborted more often than males is because most of the third world countries are patriarchal. According to Bhatnagar, R. , Dube, R. and Dube, R. 2005), twelve million girls are born every year in India, however only nine million will survive to age fifteen years old. The reality of the situation is that the female embryo, infant, girl or women is in danger her whole life in India. The authors also pointed out that one of the major reasons the women cite as to why they commit the crime is to prevent their poor families from paying relatively high dowry amounts to husband of their daughters. Yet the research done by the author shows that the average family that participates in the female infanticide owns land and has a substantial amount of money. The cause of the gendercide is based loosely on the low status of the women in India. The parents who choose to kill their female child often feel justified that they are securing a future for themselves in old age. Males are often the ones who work out in the towns as sales men and sharecroppers and are paid to marry others daughters. While these all seem like good to the outside world in reality the women are capable of preforming all of these minus getting a dowry for marriage. However, the parents feel that because once the female is married she moves away and is now part of her husband’s family leaving her family to fend for themselves. The opposite is true for the males they will forever be a part of their families. However, this does not justify the fact that the parents are making a selfish decision when killing female fetuses. How female infanticide affects males in India? The male to female ratio in India is drastically uneven. According to Jones, A. (2002), in 1991 there were 992 girls to every 1000 boys in rural India. This number continues to decrease leaving the males with fewer choices of females to marry. The males are often even fed first and medical care is definitely more prevalent for males. Because there is a shortage of females often times many males will go unmarried and many families with female children will have to pay a high amount for the dowry. Although the selective fetal abortion is illegal in India many males encourage their wives to participate in the practices and the government never prosecutes the women. In conclusion, female infanticide is a horrible manifestation of the anti-female bias. This infanticide will continue to destroy third world countries until the government takes this gendercide serious. Even with the advancement of technologically female infanticide has continued to advance with doctors using it as a profit market. If the doctors and government do not educate the families about the effects of the brutal practices the numbers will continue to decrease. We also have to take into consideration that in order to combat the phenomenon, we have to carefully consider the location and specific and cultural factors leading to the practice.

Effective Customer Service Strategy Tourism Essays

Effective Customer Service Strategy Tourism Essays Effective Customer Service Strategy Tourism Essay Effective Customer Service Strategy Tourism Essay Over the last two decennaries, cultural touristry has moved from a niche market into the mainstream of the touristry industry being one of the fastest turning facets of touristry. Consisting a rich and diverse cultural heritage ensures universe s capacity to pull international cultural tourers, giving cultural touristry a competitory advantage in the extremely competitory touristry concern ( World Cultural Tourism Association web site, hypertext transfer protocol: //kasct.co.kr/eng/intro01.htm ) . Furthermore, non-traditional tourers are progressively demanding for service quality that is considered as value for money ( Sharpley and Forster, 2003 ) . Supplying service quality therefore will assist bettering satisfaction of visitants and this is believed to take to reiterate visits, positive word-of-mouth and increased international trial ( Ramsaran-Fowadar, 2007 ) . 1.2. Background of survey Increasing acknowledgment of the importance of heightening service quality in cultural heritage scenes appeared merely since the late 1990s witnessing a renewed involvement in travelers to rediscover the yesteryear ( Boyd and Timothy, 2003 ) . And, with 1 billion of international travelers expected in 2012, among the many motives for traveling, sing cultural sites and detecting new traditions and imposts rank high on traveler s list. Amidst cultural attractive forces, museums are considered to be the most popular attractive force, normally followed by art galleries and memorials ( McKercher, 2004 ) . For case, France started the operations every bit early as the 1950 s by incorporating originally independent museums, and today Louvre Museum in Paris is the most visited museum in the universe with 8,800,000 visitants in 2011 ( beginning: The Art Newspaper ) . Hence, in order to derive competitory advantage, museum service suppliers should concentrate on the ways to pull more cultural visitants by analyzing visitants perceptual experiences on the service quality provided at their attractive forces. In the national context, the Mauritanian touristry has now evolved into a genuinely planetary industry and is seeking ways to place its image as a cultural touristry finish contemplating its vision to pull two million tourers by the twelvemonth 2020. During the startup of the International Museum Day in May 2012 themed Museums in a changing World, New Challenges New Aspirations, the president of the Mauritius Museums Council, Goorah Beebeejaun said The 21st century is dedicated to the civilization. We have a new function to play.A We must introduce and make over constructs to advance our civilization, which is an unconventional instruction. Therefore, puting underscoring on the demand of analyzing the importance of efficient service quality bringing in museums in order to supply fulfilling experiences to visitants. 1.3. Research Problem An effectual client service scheme has the potency to better visitant dealingss to such an extent that it should take to betterments in the museum s repute and image, and more chances for growing through enhanced visitant and user satisfaction. However, clients may hold different values and different evidences for appraisal so they may comprehend the same service in different ways ( Edvardsson, 1996 ; Rowley, 1999 ) even if the service bringing procedure has been standardised. . This basically means using an evidence-based model, like SERQUAL to place exactly what each visitant group values, and so clearly pass oning this to all frontline employees. Hence, this thesis serves the intent of evaluate the service quality bringing procedure at LAventure du Sucre and its consequence on Customer Satisfaction. 1.4. Research Aims Adjacently, the survey aims at turn toing the undermentioned aims: To look into whether the quality of services provided meet the degree of visitant s outlooks // general outlooks prior visit to the sugar museum ; Measuring visitants perceptual experiences of quality of service experienced at LAS ; Identifying the characteristics of service that reveal the strong and weak countries ( spreads ) throughout the service bringing procedure utilizing the SERVQUAL theoretical account ; To find degree of client satisfaction achieved at the museum by carry oning a quantitative questionnaire study. 1.5. Chapter Breakdown To be more expressed and concise, the thesis comprises of interconnected chapters as outlined below: Chapter 1 is an overview on how bringing of quality services affects visitants experiences at museums, which are portion and package of cultural touristry both globally every bit good in the national context. Chapter 2 reviews the turning literature on service quality, understanding the importance of its execution in the service bringing procedure and how it relates to Customer Expectations, Perceptions and Satisfaction taking into consideration the construct of Museums as a service house and cultural attractive force. Chapter 3 gives a brief history of attractive forces, specifically museums in Mauritius in add-on to a background of the company and how it place and distinguish itself among its rivals staying to service quality committednesss at the top direction degree. Chapter 4 formulates the research methodological analysis sketching the research procedure carried out for roll uping informations on service quality bringing and client satisfaction at the museum in order to carry through the aims set out in the study. Chapter 5 presents the existent findings of the study conducted along with needed analysis. Chapter 6 offers appropriate suggestions and recommendations after analyzing the findings to react to existent demands and outlooks of visitants. Chapter 7 concludes the thesis by critically measuring the relationship between service quality bringing and client satisfaction and supplying an analytical grasp to dig into farther research on how to value the cardinal participants in service quality, that is the clients.

Alternative Dispute Resolution Essay Example | Topics and Well Written Essays - 1500 words

Alternative Dispute Resolution - Essay Example According to the research findings, Alternative Dispute Resolution (ADR) entails an independent third person termed as â€Å"neutral† whose function is to attempt to resolve or slim the areas of disagreement. Employment of ADR in early stages of the case can lead to a better-organized, cost-effective declaration of conflicts with intense contentment to the involved parties. A massive preponderance of the civil cases, encompassing marital divorces, filed in several courts across the nation is resolved using ADR. The effectiveness of ADR made it to be recommended in the Woolf Report 1996. Lord Woolf of Barnes who is professor and Chairperson of the UCL Council had an ancient interest in alternative dispute resolution and mediation. His report, admission to justice, 1996 was recognized to have been an accelerator for the growth of ADR in England. He had massive interest on the subject to extend of lecturing on ADR in both the United Kingdom and several countries overseas. He also presided over the system of the leaders of Supreme Trial Courts of the working group of European Union on its International Dispute Management Advisory Group, initiated in 2005. Therefore, Alternative Dispute Resolution is highly effective and cannot fail to be acknowledged by prominent people like Lord Woolf. That is the reason why it was recommended in the Woolf Report 1996. The paper presents three types of ADR and state where they are likely to be used.... That is the reason why it was recommended in the Woolf Report 1996 (Stephen and Marsh 2002). Give three types of ADR and state where they are likely to be used. Types of Alternative Dispute Resolution Conciliation This is the initial stage in the arbitration process particularly in consumer conflicts, and the conciliator is normally a member of the trade union. Both the consumer and the supplier have to issue written specifications of the complaint, encompassing any evidence whereby the conciliator provides a judgment on the best resolution (Totaro 2008). Any verdict is not obligatory and cannot stop the consumer from filling the case in a court for further action. If the consumer opposes the opinion issued, the consumer can then progress to the arbitration stage or consider going to court. The conciliation process does not involve any charges. Arbitration Arbitration is the process of resolving conflicts in which both the consumer and the supplier concur to accept the decision of th e arbitrator as legally obligatory (Schwartz 2005). This shows that the consumer can no longer take the case to court for further action, not unless the supplier fails to pay the award needed. Note that, unlike the conciliation stage where the conciliator is just a member of the trade union, the arbitrator mist be a member of the Chartered Institute of Arbitrators and mostly makes independent decisions that are not related to the trade. The arbitrator always comes to his or her only conclusion after going through the written evidence presented by both the consumer and supplier (Lynch 2001). The decision is private and cannot be publicized without the accord of the supplier. The consumer has to pay the registration fee, which may be reimbursement if the case favors him or her. Certain