Compare constitutional protections of aboriginal rights in Canada to Essay

Compare constitutional protections of aboriginal rights in Canada to comparable rights protections in another country with an indigenous population - Essay Example dispensation in Canada indicate that the Canadian government has demonstrated interest in creating clauses that would not only promote the rights of the aboriginals, but also group them under a special category which would enable the community to enjoy government protection. In a bid to illustrate the involvement of various governments in protecting the rights of aboriginals, the paper would compare the constitutional protection of the aboriginal rights in Canada and Australia. Both Australian constitution and Canadian constitution recognizes the aboriginal community and the Torres Straight Islanders. This step is critical in strengthening the rights of the aboriginal community in the two countries. However, the constitution of respective countries seems to project or define the extent of protection that it can provide to the aboriginal community. For instance, in both cases, the constitution of the two countries stipulates that it will promote the culture and tradition of the aboriginal community in the present time and in the future. According to the provision of this clause, the constitution defines the protection of the cultural activities of the aboriginal community (Uribe, 2004:1-18). The cultural right includes indigenous practices and traditions that are synonymous with the indigenous community. The enactment of the section 35(1), Constitutional Act 1982 of the Canadian constitution does not only recognize, but also affirms the existence of the aboriginal treaty rights. The Supreme Court decision in the sparrow case indicated that the section 35(1) has set new dimension of protecting the rights of the aboriginals. Available literature indicates that it supersedes the colonial landmarks, which barred the Canadian aboriginal from some fundamental rights (Uribe, 2004:1-18). On the contrary, the Australian constitution fails to demonstrate the protection of the Indigenous rights. The Kruger’s case is one of the historical instances where the protection of

International Students Essay Example for Free

International Students Essay Most young people believe that studying in a different country is a privilege because they are able to experience other cultures, and learn from them. However, in the United States it is not as good as they thought because International students have much more pressure being in this country, and sometimes they cannot handle it very well. Therefore, in the United States the life of an international student is very unfavorable if people compare it to the life of an American student. International students have to learn a new language to study, they cannot work while studying, and their tuition is much more expensive. When people moves to the United Stated to study they imagine that it will be very helpful, and they believe that learning a new language (English) will not be a problem. However, when they really start studying their major, they find out that it is not easy since people have to really understand and appreciate the language. First of all, in order to have success in university in the United States people have to compose a number of essays which if people do not understand their structure, they will be incorrect , so international students have to really learn English, and they have to know how to write it in order to have success. Also, for them to have success in university they have to participate in class, and analyze an amount of readings, and because they are international students, it is very difficult to achieve since they believe that Americans are going to laugh at them or make jokes of them if they say something incorrectly. For example, some Americans do not realize sometimes how hard is for international students being in a different country, with different people, learning a new language, and experiencing different cultures, so some of them do not really appreciate the effort that international students put on being in the United States. They just think that it is easy and do not care about how they feel. On the other hand, American students since they are in middle school they are taught how to write very good essays , so when they get in college they do not have any problem creating essays. They know their structure and have a very superior vocabulary, so they can compose excellent essays. In addition, since American students speak English very well, they do not have any problem participating in class. They have confidence in themselves, so they will not be afraid of saying something wrong. Consequently, because American students do not have to learn any language to study their mayor, it is much easier for them to achieve excellent grades. Most university students feel the necessity of working since they would like to have their own money in order to be independent from their parents. It is not the exception for International students because they also feel the necessity of working to be independent from their parents or whoever is responsible for them. However, for international students to work in the United States it is very difficult because they are only allowed to work on campus. These kinds of jobs are very limited since some of the campuses in which they study are very small. Also for an international student to find a job on campus is difficult because people prefer to employee an American student who is not going to have any problem speaking the language. For example, last semester a friend from Venezuela who is studying at Miami Dade College decided that he wanted to get a job in order to have his own money. He went to every single place where he could be employee. However, when he went to all these places, all the people told him that at that time they did not need any person, so he realize that to get a job on campus was very difficult, and not only that but a few weeks later he noticed that a new person was working in the campus coffee, so he proves that for an international student to get a job on campus is very difficult. On the contrary, American students can work wherever and whenever they want and it does not matter if they are studying or no. They can have their own money and support themselves while being in university. As a result, the fact that they can work while studying really helps them to have more confidence and to achieve better possessions. Because American students can work while studying, it is better to be a citizen of the United States than an international student. The most important difference between International students and American students is the tuition that they pay. International students are require to pay a very expensive tuitions if it is compare with the tuitions that American students have to pay. The tuition is very inequality, and it is only because they are international al students. Sometimes it seems to be very difficult for international students to pay the tuition because it is very expensive. For instance, an international student who studies in Miami Dade College is require to take twelve credits or more per semester which represents three thousand seven hundred dollars. However, an American student only has to pay for the same amount of credits twelve hundred dollars per semester. It is very inequality and unfair that just because they are from a different country, they would have to pay so much more money than an American student. On the contrary, it is very easy for American students to pay the tuition that the university requires. They can even pay for it with their own money. Therefore, it is easy for them to achieve their goals, and to have their independency from their parents. In conclusion, an international student has to put a lot of effort if he or she wants to be success in college. However, although American students also have to put a lot of effort to be success, it is easier for them since they already know the language, they can work while studying, and their tuition is pretty much inexpensive. Also, people have to keep in mind that being an American student is a privilege, and they should take advantage of it in order to achieve their goals in life.

Market Based Accounting Research Impacts

Market Based Accounting Research Impacts Market-based Accounting Research Introduction Accounting provides financial data about the performance of a company. This data enables accounting information users, including investors, to take their decisions about investing in the shares of a company. Similarly, accounting research evaluates the usefulness of this accounting data to investors and other users. The relationship between the two can be examined through market-based accounting research. Market-based accounting research is a search into relationship between publicly disclosed accounting information and the consequences of use of this information by equity investors. In other words, market-based accounting research examines the association between accounting numbers and security return and tests whether or not accounting data carry any information content to security market. Rationale for the Research Market-based Accounting Research is extremely relevant to the study of capital market efficiency, CAPM, information economics and regulation. The main drive of market-based accounting research comes from major developments in finance theory during the last few decades, especially in late 50s and early 60s. These developments include portfolio selection theory, Capital Asset Pricing Model (CAPM), and the concept of information-efficient capital markets followed by developments in information economics, agency theory and optimal incentive-signaling models. The rationale of this study has its basis in the research in this area in the past. Over the past three decades, a significant amount of research in market-based accounting research has emerged to evaluate the usefulness of accounting data to investors and the association between the accounting numbers and security return. In fact in the recent years due to development of capital markets, globalization and increase in stock trading, market-based accounting research has become even more important. Contemporary market-based accounting research has primarily focused on its international dimension which has had important policy implications for regulators and others who deal with disclosure requirements in different stock exchanges. The focus of this dissertation will be on examining how market-based accounting research impacts the kind of common stock traded in major stock exchanges. In light of this, the study will examine the relationship between accounting numbers, stock market returns and market valuations. Key Aims Objectives As indicated above, the prime focus of the study is to examine contemporary accounting theory and research with an emphasis on market-based accounting research and its impact on capital markets. As market based accounting research is based on the valuation of firms and their securities, the use of financial statements for valuation purposes, and the implications for financial reporting and corporate governance, all these areas will form a part of this study. The study aims to: Describe the concept of market based accounting research Identify the information content of market-based accounting research Provide an insight into local market conditions as well as comparative international state of market-based accounting research. Examine the role of market-based accounting research and the importance of disclosure of accounting information on capital markets Examine how published information is used by investors for designing their trading strategies Describe how market-based accounting research information impacts the capital markets efficiency Describe accounting based valuation and relate it to the content of brokers’ reports Key Research Questions The three key research questions proposed to be examined by this study are: What is the role of accounting information in capital markets? What is the information content of accounting information? What is the market-based accounting research hypothesis in context of influence on investors investing in stocks? Another key research question is how the market reacts to reported earnings, as well as the impact of reported earnings on the properties of analysts’ forecasts. These questions, especially the information content of accounting information, can be measured by the influence of the information on security prices. While measuring the influence it is assumed that investors can understand the differences in earnings that are due to differences between accounting methods. In other words, the study is based on efficient market hypothesis or the assumption that stock prices accurately and quickly adapt to all available information and therefore prevent individuals from getting abnormal return. Proposed Research Methodology Sources of Data / Information The study will be both exploratory as well as descriptive and will rely on both primary as well as secondary sources of information. Sampling for Primary Information Primary data will be collected from a sample consisting of both brokers as well as individual and institutional active investors who have invested in equity shares in a few pre-selected companies listed on the US or European stock exchanges. The period of investment will be from 2000-2006 as 6 years is a sufficient time to analyse the impact. These investors will be chosen on the basis of the frequency with which they invest in the securities. Data will be collected by administering questionnaires seeking information on how these investors make an investment decision. Sources of Secondary Information The prime source of secondary data will be: Annual reports of the selected companies under consideration. The variables that will be focused upon will include stock returns, dividends, net income on sale, return of equity, return on asset, debt ratio, interest coverage, current ratio, Price-earning ratio and price. The final report will be supplemented with information from: Literature searches ( refer list of references at the end of the document ) Past articles and research in the area Internet searches: Searching specific data from Yahoo and Google search engine Data Analysis Data will be compiled into data master sheets. The statistical description for all the variables will be presented in a separate table. The various sets of information pooled over the five year period of study will be clearly presented in the table in context of the various variables. The standard deviation and also correlation between the variables and the stock return will be determined and analysed. Correlation will be based on Karl Pearson’s method of correlation. In addition to standard deviation and correlation, regression analysis will also be used for examining the market reaction to reported accounting information. Regression is used for analysis of impact of independent variables on the dependent variable. The dependent variable for regression analysis will be stock returns while the independent variables will be dividends, Net income on Sale, return of equity, return on asset, debt ratio, interest coverage, current ratio, and price-earnings ratio. Regression equations will be solved using Ordinary Least Square method (OLS). Qualitative data gathered from the investors may include opinions of respondents on a certain issues, reasons for certain behaviour and descriptions of certain procedures, practices or perceptions with which the researcher is not familiar. The data can be analysed by classifying all answers into a few categories. References Abeyratna, G, A.A.Lonie, D.M. Power and C.D. Sinclair (1993), The Stock Market Reaction to Dividend Announcements: A UK Study of a Complex Market Signal, University of Dundee. Bonin, Joseph M. and Edward A. Moses (1974), Seasonal Variations in Prices of Individual Dow Jones Industrial Stocks, Journal of Financial and Quantitative Analysis Charest, Guy (1978) Dividend Information, Stock Returns and Market Efficiency II, Journal of Financial Economics, Vol. 6 Dyckman, Thomas R. and Dale Morse (1986), Efficient Capital Markets and Accounting: A Critical Analysis, Prentice-Hall. Foster, Taylor W. and Don Vickrey (1978) The Information Content of Stock Dividend Announcement, Accounting Review. Vol. LIII. No. 2 Kinney, W. (April 1986.), Empirical Accounting Research Design for Ph.D. Students, Accounting Review Kothari, S.P. Capital Markets Research in Accounting, Journal of Accounting and Economics Vol. 31 Nos. 1-3 Ross, Stephen A. 1978, The Current Status of the Capital Asset Pricing Model (CAPM). The Journal of Finance, Vol.XXXIII. No. 3 Scholes, Myron S. 1972. The Market for Securities: Substitution versus Price Pressure and the Effects of Information on Share Prices, Journal of Business

Graduation Speech: Use Your Strengths to Help Others :: Graduation Speech, Commencement Address

Wow! 12 years of hard work, 12 years of perseverance, 12 years of dedication! A great king once said, "The way of a fool is right in his own eyes, but a wise man is he who listens to counsel." We each have mentors in our life who give us this counsel. What we choose to do with it determines if we are considered foolish or wise. Naturally, we tend to think we are always right, and even on the occasions when we are right, there is always something to learn from a second opinion. Take just a second to think back over the last 18 years of your life. Think of all the second opinions you've received. These opinions and the people who shared them go you to this point. While you may think you got here through your own doing, think a little harder and consider those days when all you wanted to do was climb trees, play with Barbie dolls or watch "Teenage Mutant Ninja Turtles" all day long. What changed that? Was there one day when, suddenly, in your most mature five-year-old voice you said, "Mom, Dad, I've made a decision. I want to start saving for college. Could you please put my allowance in a bank account for me?" Personally, I can say that I did not have one of those days. As diligent as you may think I am to my studies, I can say for certain that I would have loved to just play outside all day and stay up late watching movies. However, as much fun as I would have had, I would not have gotten very far. Thankfully, I had numerous people in my life who showed me, at just the right times, how to grow. Think of your teachers, preschool through high school, who cared enough each day to come to school to a class of at least 30 kids who each had their own agenda and were able to make each child's agenda important. Think of your friends, brothers and sisters, aunts and uncles, grandparents and others who have showed you how to be a good friend and how to grow in relationships, simply by being there. Think of coaches and instructors you've had who pushed you to do things you didn't want to do so that you would achieve the things you wanted to achieve.

On Some Motifs in Baudelaire

Seminar Questions 1. Modernism- Benjamin, Walter â€Å"On some Motifs in Baudelaire† Question 1: In â€Å"On some Motifs in Baudelaire† Walter Benjamin argues that extended exposure to stimuli, or shocks, in the environment alters the human experience of our world and creates a conditioned reaction within the crowd. How does this overstimulation shape our current society and was Benjamin correct in warning against it? Walter Benjamin implied that our minds are not equipped with the facilities to handle these shocks.These develop into environmental stressors and thus our decision-making skills are weakened and we just follow the person in front of us. While over stimulation is an epidemic in current times I do not believe it has created mindless hordes of people. The biggest effect of over stimulation is an individual’s continuous partial attention. Not being able to focus on one thing means focusing on multiple tasks and then not doing any of them completely. Our minds rapidly switch between a variety of separate channels.Initially, this may lead to fatigue. However, the mind can build off of this and become stronger. This is why current culture deems louder, brighter, faster, and shocking media as â€Å"better†. For society to notice anything it needs to be an attention grabber, and when society is constantly focusing on a variety of media you are bombarded with I do not agree that these shocks create a conditioned reaction within the crowd but I do believe they create them within the individual.An individual’s need to process multiple channels of information at once allows information that isn’t sold as the biggest, brightest, and best to fall through the cracks. ? Question 2: Walter Benjamin’s description of a flaneur as a â€Å"detached observer† describes a spectator who seems to maintain their individuality from the crowd. One that can break free from rationalized understandings while being opened up to new perspectives and experiences. Do modern cities and their architecture embrace the idea of the flaneur? Modern architecture embraces the alienating nature of modernity.It creates cities that encourage crowds and a fast-paced way of life. Commercial typologies like malls, subway systems, and high-rise office buildings create a certain environment that do not encourage individual reactions. When something is designed to garner a similar reaction from different types of people it lessens the chance for chaos and also allows a behavioural expectation to be set within a certain environment. When people are expected to react in similar ways it allows the people in charge to be better prepared for distinctive instances.Police can work better, government can create more effect universal policies and transportation can run smoother. Therefore, it benefits the rulers of a city to for modern architecture to follow the same instances. Perhaps the flaneur is the architect, but the vision and idiosyncrasies that the architect tries to instill within each project get syphoned out through different real world factors. Factors that include: budgets, client’s tastes, feasibility, and materiality. These factors chip away at truly city changing architecture and create an environment where the same projects continue to get churned out.

3 Top Tips for Writing Stellar Brown Supplemental Essays

3 Top Tips for Writing Stellar Brown Supplemental Essays SAT / ACT Prep Online Guides and Tips Brown admits just under 7.2% of their total applicant pool every year. If you want to be one of those admitted students, you’ll need to write amazing Brown essays as part of your Brown University application. In this article, we’ll outline the different types of essays you need to write for your Brown University application and teach you how to write a Brown supplement essay that will help you stand out from the thousands of other applicants. What Are the Brown Essay Prompts? Brown University requires you to complete a total of three short answer questions if you are applying to its undergraduate program. If you are applying to Brown’s eight-year Medical program or the five-year dual degree from RISD, you will have to write additional essays, which we will also cover in this article. The three Brown essay prompts for applicants to the undergraduate program have a 250 word limit. For the three additional essays for the Brown medical program, two have a word limit of 250 and one has a word limit of 500. For the dual degree RISD program there is only one extra essay requirement, with a 650 word limit. These essays are specific to the Brown application - you won’t find them on any other college or university’s application. All of these essays are of equal importance and should be treated as such. Every one of your essays should be the strongest example of your work possible. The Brown essay questions offer you plenty of opportunities to show off your qualifications as an applicant and wow the admissions committee. 2018-19 Brown Supplement Essay Questions All first-year applicants to Brown are required to answer the following Brown supplement essay questions: Why are you drawn to the area(s) of study you indicated earlier in this application? (You may share with us a skill or concept that you found challenging and rewarding to learn, or any experiences beyond coursework that may have broadened your interest.) (250 word limit) What do you hope to experience at Brown through the Open Curriculum, and what do you hope to contribute to the Brown community? (250 word limit) Tell us about the place, or places, you call home. These can be physical places where you have lived, or a community or group that is important to you. (250 word limit) If you are applying to the eight-year Program in Liberal Medical Education (PLME) or the five-year Brown-Rhode Island School of Design Dual Degree Program (BRDD) you must complete the special program essays. Three essays are required for applicants to the PLME: Committing to a future career as a physician while in high school requires careful consideration and self-reflection. What values and experiences have led you to believe that becoming a doctor in medicine is the right fit for you? (250 word limit) Most people describe a career as a physician/doctor as a "profession", beyond a job. Describe for us what "professionalism" and "the profession of a physician/doctor" mean to you. (250 word limit) How do you envision the Program in Liberal Medical Education (PLME) helping you to meet your academic personal and professional goals as a person and as a physician of the future? (500 word limit) One essay is required for applicants to the Brown|RISD Dual Degree Program: The Brown | RISD A.B./B.F.A. Dual Degree Program provides an opportunity to explore your interests and prepare for the future in two distinct learning environments. Considering your understanding of both academic programs, describe how and why the specific combination of the art/design-focused curriculum of RISD and the wide-ranging courses and curricula of Brown could constitute an optimal undergraduate education for you. (650 word limit) Brown Supplemental Essays, Analyzed In this section, we’ll be looking at the Brown essay prompts in depth. Remember, with the Brown prompts you don’t get to choose which essay you would like to write. You need to answer all of the questions that are required for your particular program of study. Let’s take a look at each of the Brown essay questions and see how to write something meaningful for each. Brown Essay Prompt #1 Why are you drawn to the area(s) of study you indicated earlier in this application? (You may share with us a skill or concept that you found challenging and rewarding to learn, or any experiences beyond coursework that may have broadened your interest.) (250 word limit) This essay question is fairly straightforward. Brown wants to know what you’re interested in pursuing academically and where that interest comes from. Brown has an Open Curriculum model and it’s teased in this prompt. Brown doesn’t believe that learning is limited to the classroom, so you can talk about experiences outside school that contributed to your interest in the area of study you indicated. Although Brown makes it clear that you may write about more than one subject, we suggest limiting yourself to one or two topics. 250 words is not that many - you’ll want to speak in-depth about your interests and you simply won’t have that ability if you choose more than two topics. Try to share a personal experience that relates to your potential area of study. For instance, if you want to study English literature, you could talk about a family trip to London that piqued your interest. Or, if you’re studying math, you can talk about how winning a competition felt like an incredible reward for years of hard work. Brown Essay Prompt #2 What do you hope to experience at Brown through the Open Curriculum, and what do you hope to contribute to the Brown community? (250 word limit) You need to understand what Brown’s Open Curriculum means before writing this essay. Research Brown’s academic model so that you can speak about it confidently and accurately. While the Open Curriculum may sound really exciting and its lack of required courses may sound exciting, you should present your interest in it as something proactive, rather than reactive. Don’t say that you are excited to never read a fiction book again. Show what you would rather take instead. Basically, you want to show what you are interested in, rather than what you’re not interested in. Saying that you’re a musician who also has a passion for molecular biology is better than saying you’re an English major who never wants to be in another math class again. Want to get into Brown or your personal top choice college? We can help. PrepScholar Admissions is the world's best admissions consulting service. We combine world-class admissions counselors with our data-driven, proprietary admissions strategies. We've overseen thousands of students get into their top choice schools, from state colleges to the Ivy League. Learn more about PrepScholar Admissions to maximize your chance of getting in. Brown Essay Prompt #3 Tell us about the place, or places, you call home. These can be physical places where you have lived, or a community or group that is important to you. (250 word limit) This prompt is the fun prompt - a chance to let your personality and the places and people that have most influenced you win the admissions committee over. You should write from the heart. The admissions committee should feel your deep connection to whatever you choose to describe as home. Remember the old grade school axiom: â€Å"Show, don’t tell.† Don’t tell the admissions committee why a specific place or person is important to you. Demonstrate their importance through a description of your experiences or interactions with this avatar. PLME Essay Requirements If you are applying to the eight-year Program in Liberal Medical Education (PLME) or the five-year Brown-Rhode Island School of Design Dual Degree Program (BRDD) you must complete the special program essays. Three essays are required for applicants to the PLME. PLME Prompt #1 Committing to a future career as a physician while in high school requires careful consideration and self-reflection. What values and experiences have led you to believe that becoming a doctor in medicine is the right fit for you? (250 word limit) Make your answer is as specific as the prompt itself. Choose a real-life example to describe here, which can be anything from a personal experience to a news story you followed closely. Being authentic will make this essay really shine. Don’t say that you want to be a physician for the job stability or the chance to be featured in a medical journal. If you have never seen a person suffering from cancer up close, don’t pretend that you have - the admissions committee will smell inauthenticity from a mile away. Instead, truly reflect on something medically related that impacted you. Maybe you had a great experience with a doctor who helped you recover from a sports injury or loved interacting with your pediatrician who let you play with his stethoscope. Whatever you choose, it should be about you, and you alone. PLME Prompt #2 Most people describe a career as a physician/doctor as a "profession", beyond a job. Describe for us what "professionalism" and "the profession of a physician/doctor" mean to you. (250 word limit) This prompt can feel intimidating. How can someone who is outside of the medical profession answer this prompt with honesty, integrity and no guesswork? Rest assured, there’s no right or wrong answer here. The admissions committee is simply looking to understand what being a doctor means to you. You need to pick qualities that are meaningful to you and will resonate with the admissions committee - not that doctors have good job security and often high salaries. Think about what your life as a doctor will be like. How do you picture yourself in ten years? Will you be researching cures? Will you be providing healthcare to underserved populations? Will you be handing out lollipops to the children who come to your neighborhood practice? You should paint a vivid picture of how you anticipate acting as a doctor. PLME Prompt #3 How do you envision the Program in Liberal Medical Education (PLME) helping you to meet your academic personal and professional goals as a person and as a physician of the future? (500 word limit) For this prompt, you need to do your research about the PLME program at Brown. Don’t be daunted by the length of the word limit - view it as an opportunity to show how much you know about the school. The word limit for this essay is telling: the admissions committee at Brown wants to make sure that you are serious about their program, and serious for the right reasons. Make sure that you are honest, and as specific as possible when answering this prompt. Reference professors you are excited to work with or classes that stand out as thought-provoking or supremely fun. What does Brown’s medical program offer to its students that other medical programs don’t? Be sure to mention specific pieces of information. You should also discuss why you’re interested in PLME versus pursuing a typical undergraduate degree and then applying to medical school. PLME is a unique program - highlight why this model is the right fit for you. Brown RISD | Dual Degree Essay Requirement One essay is required for applicants to the Brown|RISD Dual Degree Program: The Brown|RISD A.B./B.F.A. Dual Degree Program provides an opportunity to explore your interests and prepare for the future in two distinct learning environments. Considering your understanding of both academic programs, describe how and why the specific combination of the art/design-focused curriculum of RISD and the wide-ranging courses and curricula of Brown could constitute an optimal undergraduate education for you. (650 word limit) For the Brown | RISD Dual Degree Program essay, you’ll need to pick out specific aspects of both Brown and RISD that appeal to you. Identify features of each school that you’re attracted to, like particular classes or professors. You should also indicate how you’ll take advantage of each school. If you just wanted to study design, you’d apply to RISD. If you just wanted to study something else, you’d apply to Brown. So why do you want to go to both? Describe how your work at one school will impact your work at the other. Perhaps your study of ancient Greek at Brown will inform the sculptures you make at RISD. You should depict how you see your studies at each school intersecting. How to Write a Great Brown Supplemental Essay Regardless of which Brown supplemental essays you’re responding to, you should keep in mind the following tips for how to write a great Brown essay. #1: Use Your Own Voice The point of a college essay is for the admissions committee to have the chance to get to know you beyond your test scores, grades, and honors. Your admissions essays are your opportunity to make yourself come alive for the essay readers and to present yourself as a fully fleshed out person. You should, then, make sure that the person you’re presenting in your college essays is yourself. Don’t try to emulate what you think the committee wants to hear or try to act like someone you’re not. If you lie or exaggerate, your essay will come across as insincere, which will diminish its effectiveness. Stick to telling real stories about the person you really are, not who you think Brown wants you to be. #2: Avoid Cliches and Overused Phrases When writing your Brown essays, try to avoid using cliches or overused quotes or phrases. These include quotations that have been quoted to death and phrases or idioms that are overused in daily life. The college admissions committee has probably seen numerous essays that state, â€Å"Be the change you want to see in the world.† Strive for originality. Similarly, avoid using cliches, which take away from the strength and sincerity of your work. #3: Check Your Work It should almost go without saying, but you want to make sure your Brown essays are the strongest example of your work possible. Before you turn in your Brown application, make sure to edit and proofread your essays. Your work should be free of spelling and grammar errors. Make sure to run your essays through a spelling and grammar check before you submit. It’s a good idea to have someone else read your Brown essays, too. You can seek a second opinion on your work from a parent, teacher, or friend. Ask them whether your work represents you as a student and person. Have them check and make sure you haven’t missed any small writing errors. Having a second opinion will help your work be the best it possibly can be. Recap: Key Tips for the Brown Supplement The Brown supplemental essays cover a wide range of topics. Regardless of the question you’re answering, remember to follow these basic dos and don’ts as you’re writing: DO Be authentic and honest. Be specific when citing people, places and experiences. Do your research about Brown and its unique academic model. DON’T Base your essays on what you think the Brown application committee wants to hear. Use cliches or broad sweeping statements. Try too hard to be funny and original - be genuine and your positive attributes will be visible to the committee. What’s Next? If you're getting ready to apply to college, it's time to learn what colleges expect from you. This article will help you better target your application to suit what each school you apply to is looking for. Worried about how to write an amazing college essay?Readour step-by-step guide on how to write a college essayand take a look at our analysis of 100+ real college essaysto get a feel for what colleges want- and don't want- to read in an application. Want to write the perfect college application essay? Get professional help from PrepScholar. Your dedicated PrepScholar Admissions counselor will craft your perfect college essay, from the ground up. We'll learn your background and interests, brainstorm essay topics, and walk you through the essay drafting process, step-by-step. At the end, you'll have a unique essay that you'll proudly submit to your top choice colleges. Don't leave your college application to chance. Find out more about PrepScholar Admissions now:

How to Pass a Test

How to Pass a Test We sometimes spend so much time using flashcards and memorizing terms that we dont get around to really  gaining a deep understanding of the material were supposed to be  learning!  The fact is, many students dont realize that there is a difference between memorizing and learning.Memorizing terms and definitions may help you prepare for some types of tests, but as you advance into higher grades, youll find that teachers (and professors) expect a lot more from you on test day. You may go from providing definitions to words in middle school, for example, to more advanced types of responses like long answer essays when you reach high school and college. For those more complex question and answer types, youll need to be able to put your new terms and phrases in context. There is a way to know if youre really ready for any test question the teacher can throw at you. This strategy is designed to help you take the knowledge youve gained about a subject and explain it in context And you can learn this strategy in three steps! First, develop a list of all the terms (new words) and concepts contained in your material.  Find a way to randomly pick two of these terms. (No picking and choosing!) For example, you could use index cards or scraps of paper to write the term on one side and then place them face-down. Then select two different cards. The strategy works best if you actually manage to pick two (seemingly) unrelated words.Now that you have two unrelated terms or concepts, your challenge is to write a paragraph (or several) to show the connection between the two. It may seem impossible at first, but it is not!Remember that any two terms from the same class will be related. You just have to create a path from one to the other to show how the topics are related. And you cant possibly do this unless you really know the material. Tips for Passing Your Test Repeat the process of selecting random terms until youve done several different combinations of terms.Every time you write your paragraph(s) to connect the terms, use as many other terms as you can. You will begin to build a web of knowledge and begin to understand how everything relates to everything else in your notes.Once youve studied this way, follow up with a friend a day or two later. Use a study partner and write up practice essay questions and exchange them. Make sure that each answer contains at least two of the terms youve practiced.

How to Write a Research Paper in APA format

How to Write a Research Paper in APA format How to Write a Research Paper in APA format Writing in APA When asked to write a research paper, it can be a very daunting process, but when it is required to be written in APA format it can intimidate even the most competent writer. Foremost in learning how to write a research paper in APA format you will need to understand the APA style and what the basics are in the APA format. The APA format is the official writing style of the American Psychological Association and is used most commonly in psychology, educational and social science papers. Examples of APA research papers would be when one has to write case studies, literature reviews and methodological articles. Before starting to write your research paper in the APA format it is important to pay special attention to the directions given to you in regards to the paper. You will be expected to follow certain guidelines as stipulated by your lecturer. It is also advisable to keep a bibliography of all your sources while you are busy researching your paper, this will allow you to write your reference list with ease once our paper is complete. Writing Your Research Paper A research paper is in short a presentation of your research done on a specific topic. It is based on your information gathered from a variety of sources and allows you a way to communicate them in a logical and clear way. Your paper should include four main sections: Your title page, which should be no longer than twelve words; followed by a comprehensive summary of your paper, which is titled â€Å"Abstract† and should only be around two hundred words; your main section which is the actual essay and where you would present your findings; and lastly, your references which will list all of your sources alphabetically. The basic rules for writing a research paper in APA format are as follows: the recommended typeface is Times New Roman with a 12 point font size. One-inch margins and double spacing are required throughout the paper. Each page must be numbered consecutively, and must be done in Arabic numerals, this will include your title page and reference page. The numbering must appear in the upper right hand corner. Short titles are to be used throughout the paper, which must be a derivation of the title of the paper. I would advise though that you refer to latest edition of the Publication Manual of the American Psychological Association if you are going to tackle writing your own research paper in APA format. APA Research Writing Assistance As you can see to write a research paper in APA format can be a difficult and time consuming task. Our professional writers are well acquainted with APA formatting and will do it flawlessly. Why not order your paper from us and get not only a well formatted paper, but a customized essay that is plagiarism free. Place your order now and let your worries disappear.

FAIRYTALES Essay Example | Topics and Well Written Essays - 750 words

FAIRYTALES - Essay Example In this version, the main character, Flossie, is asked by her grandmother to deliver a basket of eggs to one of the neighbors. The grandmother, who is referred to in the story as ‘Big Mamma’ cautions the girl to be wary of the fox, who is a well known egg connoisseur. Flossie’s grandmother does not provide the little girl with any more information about the fox’s outward appearance, and so she sets off without fully understanding what she should avoid. When she reaches a wooded area, she is greeted by the fox who tries to get her to be frightened of him. Moreover, Flossie is not aware of how a real fox looks like and so is doubtful about what the fox is trying to convince her. She keeps on rejecting his assertions until a fierce dog makes it possible for her to continue with her journey after handling the fox, and she is able to deliver the eggs safely to the neighbor. Lessons from Flossie’s Encounter with the Wolf Flossie’s discussion with he r grandmother on the identity of the fox is quite puzzling at first. It is only later that the reader realizes that Flossie’s grandmother is quite wise. When Flossie inquired of her grandmother, â€Å"What do a fox look like?† her grandmother simply answered, â€Å"A fox just be a fox† (McKissack and Isadora 5). It is evident that Flossie and her grandmother were living in an area that had many dangers. It would appear that Flossie’s grandmother was trying to raise little Flossie to be self confident and sure of herself but also aware of the snares around her. Flossie was sent into the dangerous woods even though her grandmother knew that there was a fox on the prowl. She was also sent carrying what the fox considered to be a delicacy. In her trails, Flossie wondered what she would do if she came upon the fox, but quickly remembered her grandmother’s assertion that ‘a fox is just a fox’. This could be interpreted as meaning that a thre at is merely a threat; and need not amount to its definition. Essentially, the aim of Flossie’s grandmother was to teach her grandchild how to thrive and live her life in spite of being in the presence of constant danger. The fox was actually bigger in size than little Flossie, but the girl was not flustered. Her confidence in demanding that the fox prove who he is threw the fox’s confidence off-balance even though he was physically larger than her. This allowed her to continue with her journey confident in the knowledge that the creature she had just met was no threat. CONCLUSION Flossie’s encounter with the fox might be taken as being representative of a deeper hidden meaning for a race that encountered many problems in bygone eras. It would seem that the moral of the tale was that it is only people who had the power to empower their own fears. If they did not believe that they could be defeated, then, they would not be defeated. The story of Flossie and the F ox also encourages people to search for deeper meanings in ancient sayings. Flossie chose to take her grandmother’s word as truth and it helped her to combat the wily fox. The story also seeks to encourage people to recognize their own authority. When the fox insinuated to Flossie that she ought to be frightened of him, she replaced his vision of himself and his abilities with her vision of herself and what she believed or did not believe him to be. The fox was shaken by the fact that she showed no fear of him and actually took time to chart with him about something that had

Taxation and Personal Finance Essay Example | Topics and Well Written Essays - 750 words

Taxation and Personal Finance - Essay Example The current theory of â€Å"Green† taxation posits that the revenues received from the companies, industries or organizations that are guilty of emitting these greenhouse gases should be used to repair the environment that these gases have destroyed in one form or the other. This means that the taxes placed on the emission of the greenhouse gases are actually used to carry out researches and invest in alternative source of energy that are more friendly to the environment when compared to the use of the greenhouse gases. The current theory of green taxation is just like using a problem as an advantage to proffer a viable solution It is pertinent to note that business and corporate income taxes are taxes placed on the useful productive activity of a corporation or industry and should not be classified as green taxes. Green taxes are described as the taxes placed on the industrial activities that are capable of destroying the environment and these taxes are placed in order to reduce or put a stop to these activities (Taxation Trends in the European Union, 2009). The current theory of â€Å"Green† taxation has forced corporations and industries to invest less in environmentally dangerous sources of energies for their production. The concept of this â€Å"Green† taxation intends to generate a substantial revenue from the taxation of environmental degradable industrial activity that should reduce the taxation on gainful corporate and industrial activity that have done little or nothing to destroy the environment. If this theory of green taxation must be duly followed, there has to be an even balance between the damage done by the greenhouse gases to the environment and the taxation placed on the emission of the gases. The taxation of the gases would now seek to resolve the problems created by the greenhouse gases as earlier stated above. Finland became the first country to introduce carbon tax in 1990,

Help Desk Paper Essay Example | Topics and Well Written Essays - 750 words

Help Desk Paper - Essay Example Actually, help desks have already become a routine reality for the majority of large and small businesses all over the world. The question remains in whether it is worth outsourcing Help Desk Agents and what criteria efficient Help Desk Agents should meet. To begin with, a Help Desk is a place where a customer or an information technology user can obtain important information, call for support or obtain technical support and assistance (TechTarget, 2010). Many companies hold help desks to provide customers with the quality customer service and support. A help desk can be a person or a group of persons with a phone number and the skills necessary to resolve the majority of the emerging technical and organizational problems (TechTarget, 2010). Help desks may consist of a group of technical experts that will use software to track the status of the emerging problems and to solve them promptly; a help desk may also work in the form of a call center, which accepts user complaints and suggestions and helps them to track their orders, shipments, and concerns in real time (TechTarget, 2010). That businesses enjoy the benefits of call centers and help desks is difficult to deny. The question is in what Help Desk Agents can be considered as efficient and what it takes for businesses to hire efficient Help Desk Agents. An efficient Help Desk Agent must meet the specific set of criteria, to match the Help Desk Agent job requirements and to successfully cope with his (her) responsibilities. According to Hiles and Gunn (2009), these criteria include â€Å"skill variety, task identity, task significance, autonomy, and feedback† (Hiles and Gunn, 2009). An efficient Help Desk Agent will possess a variety of skills necessary to resolve numerous technical and customer service dilemmas; in other words, an efficient Help Desk Agent will not only be

Introduction to Emergency Planning and Operations; Types of Essay - 1

Introduction to Emergency Planning and Operations; Types of Emergencies and Disasters - Essay Example Precise officially permitted limits are set down for innumerable â€Å"chemical contaminants and naturally-occurring toxicants† in foodstuff (Table 1.0). Traditionally, these were countrywide restrictions put in place by the UK government. Though, these nationalized limits had been outmoded by the limits set by the EU Commission in the last few years. MAFF embarks a yearly program of assessment for meticulous chemical contaminants and naturally-occurring toxicants with an intention to determine the extent to which consumers are bare to presence of objectionable levels of contaminants or naturally-occurring toxicants in available foodstuffs. Observation program for entity contaminants or naturally-occurring toxicants is performed for a range of reasons: The MAFF â€Å"Joint Food Safety and Standards Group† (JFSSG) issues a â€Å"Surveillance and Short Term Research and Development Requirements Document† once a year inviting latent contractors to propose tenders for inspection surveys in evidently pre-specified vicinities. The independent laboratories execute investigation of food samples collected from assorted sources. The â€Å"sampling procedure† espoused depends mainly on the precise aspirations of the analysis, even though a core objective that lies beneath this effort is to evaluate levels of harmful chemicals in the countrywide diet and to calculate approximately the consumption of toxics. This policy looms towards controlling the levels of chemical contaminants and naturally occurring toxicants identified to cause a health dilemma at the present time, even as endeavoring to categorize novel tribulations as they occur and develop techniques of control in the outlook. â€Å"Mean rating scores† for the potency of the existing supervision program for policy of â€Å"chemical contaminants and naturally-occurring toxicants† present in food materials are detailed below in Table 1.1. The most

What you learned about the larger field of art Essay

What you learned about the larger field of art - Essay Example Anthony Janson et al. (2010) did very interesting works in his book, the History of Art when he wrote this book. From the day I read it, I realized the value of art and appreciated it so much. I read every section of this great book that enters into the minds and hearts of its readers. Since history, artists have been keeping visual records. The neoclassic and romantic artists used the chisel and paintbrush to create an impression of the current vents of those times. These artists did not merely wait to be commissioned by rich families to do the work of art. Their passion in art gave birth to more artists. Art is rich in depth and inspires. The little fertility goddess that is mentioned in the book and the extravagant styles of Baroque and Rococco inspires a lot (Janson et al. 22). One of the most interesting works in the history of art is the picture of Adam and Eve. The picture tells the story of the Garden of Eden from the beginning when God put man on it. The story goes on to the time when man was expelled away from that garden. The story comes to the point where the Master ensures HIS place in history. The theme represented in the book captures the rise and fall of great and women in the Middle Ages. The book is copiously illustrated and provides a schema from which varying periods of art can be learnt. It provides useful information that can be used for the development of various scholarly researches on art. The History of Art captures Western in most works that have been included in it. Thus, it had some bias towards other works of art from different countries (Janson et al. 45). Towards the end, the book is rather apologetic and gives a halfhearted nod to Asian Art. I have been interested in art and I found this book useful for my development in the art industry more than I thought. I read the book from cover to cover and became interested in all the

Wp2 Essay Example | Topics and Well Written Essays - 500 words

Wp2 - Essay Example Nevertheless, some of the customer representatives may find the customer etiquette codes more rigid and outdated. Therefore, I would like you to consider these questions: This Memo comes to notify you that we have a problem with some of our products. There has been a complaint raised by customers, to the effect that some of the products they have purchased from our company are defective. This kind of complaint spells trouble for our company, if the issue fails to be addressed within the shortest time possible. Thus, while bringing this issue to your attention, I am also requesting that you liaise with the necessary authority, to ensure that the manufacturing process is effectively monitored and the products well supervised before they are packaged and availed to the customers. This will help to save the company from the looming problem of loss of business. Secondly, I would like to bring to your attention that I have discovered a problem with our customer service. Customers have raised a concern that some of the responses from our customer representatives are unfriendly and rude. To this effect, I have written to all the customer representatives warning on the same, and asked them to change this conduct. However, I would like to recommend that investigations start to establish the particular person who was involved in the unethical conduct, so that the necessary disciplinary action can be taken against the

Introduction to Emergency Planning and Operations; Types of Essay - 1

Introduction to Emergency Planning and Operations; Types of Emergencies and Disasters - Essay Example Precise officially permitted limits are set down for innumerable â€Å"chemical contaminants and naturally-occurring toxicants† in foodstuff (Table 1.0). Traditionally, these were countrywide restrictions put in place by the UK government. Though, these nationalized limits had been outmoded by the limits set by the EU Commission in the last few years. MAFF embarks a yearly program of assessment for meticulous chemical contaminants and naturally-occurring toxicants with an intention to determine the extent to which consumers are bare to presence of objectionable levels of contaminants or naturally-occurring toxicants in available foodstuffs. Observation program for entity contaminants or naturally-occurring toxicants is performed for a range of reasons: The MAFF â€Å"Joint Food Safety and Standards Group† (JFSSG) issues a â€Å"Surveillance and Short Term Research and Development Requirements Document† once a year inviting latent contractors to propose tenders for inspection surveys in evidently pre-specified vicinities. The independent laboratories execute investigation of food samples collected from assorted sources. The â€Å"sampling procedure† espoused depends mainly on the precise aspirations of the analysis, even though a core objective that lies beneath this effort is to evaluate levels of harmful chemicals in the countrywide diet and to calculate approximately the consumption of toxics. This policy looms towards controlling the levels of chemical contaminants and naturally occurring toxicants identified to cause a health dilemma at the present time, even as endeavoring to categorize novel tribulations as they occur and develop techniques of control in the outlook. â€Å"Mean rating scores† for the potency of the existing supervision program for policy of â€Å"chemical contaminants and naturally-occurring toxicants† present in food materials are detailed below in Table 1.1. The most

Wp2 Essay Example | Topics and Well Written Essays - 500 words

Wp2 - Essay Example Nevertheless, some of the customer representatives may find the customer etiquette codes more rigid and outdated. Therefore, I would like you to consider these questions: This Memo comes to notify you that we have a problem with some of our products. There has been a complaint raised by customers, to the effect that some of the products they have purchased from our company are defective. This kind of complaint spells trouble for our company, if the issue fails to be addressed within the shortest time possible. Thus, while bringing this issue to your attention, I am also requesting that you liaise with the necessary authority, to ensure that the manufacturing process is effectively monitored and the products well supervised before they are packaged and availed to the customers. This will help to save the company from the looming problem of loss of business. Secondly, I would like to bring to your attention that I have discovered a problem with our customer service. Customers have raised a concern that some of the responses from our customer representatives are unfriendly and rude. To this effect, I have written to all the customer representatives warning on the same, and asked them to change this conduct. However, I would like to recommend that investigations start to establish the particular person who was involved in the unethical conduct, so that the necessary disciplinary action can be taken against the

The factors a manager needs to consider in order to evaluate the effectiveness of a work team Essay Example for Free

The factors a manager needs to consider in order to evaluate the effectiveness of a work team Essay â€Å"Discuss the factors a manager needs to consider in order to evaluate the effectiveness of a work team. Give examples to support your choices.† As work settings become more complex, it is imperative for managers to identify the increasing importance of team-working throughout the organisation and to consider the consequential factors leading to work team efficiency. According to Cane, (1996) cited by Mullins, (2005) a team is seen as a group of individuals who have a strong common purpose and work towards that purpose rather than individually, and are committed to deliver tangible performance results. The following assignment will comprise of information that will analyse the evaluative measures that a manager requires in order to assess the effectiveness of a work team, and will include supportive literature containing arguments for and against whether team-working is effective, and will enable a conclusive decision to be made. It is common for the term groups and teams to be used interchangeably although teams are often described more in the formal and specific work context. There are various types of groups which include: Formal/Informal groups, reference groups, social groups, professional groups and societies. Formal groups are used mostly in the working environment where there is a specific task to be achieved with set objectives. As an early theory of team effectiveness, Elton Mayo (1880-1949) cited by Business Review (1997) was a follower of F.W. Taylor’s scientific approach to management but was of significance that the work he conducted (The Hawthorne Experiment in the 1920’s) disproved the theories of F.W. Taylor. From Mayo’s work came the human relations approach to management which discovered (amongst other factors) that the workers studied became more cohesive as a group and spontaneously began to work co-operatively as a team and consequently increased productivity. Since these findings, managers of firms began to use team-work as a tool to increase productivity and also found that the motivation of workers increased as result of human interaction. Team-working is crucial in today’s society due to such fierce competition from other firms within their market on factors such as productivity, quality, innovation and technology, which requires the collective inputs of individuals each with different abilities and skills to provide the desired product or development. This is related to the later work of Meredith Belbin (1926-) who set out factors to determine what made a good team combination. Of these factors, it was the team-roles inventory that became famous and of increasing importance to firms who adopted the theory. Belbin identified that, within a team, particular individuals could take on specific roles. The blend of these roles has a crucial influence on the effectiveness of the team. There are nine team-roles altogether described by Belbin, (1993) and cited by Mullins, (2005:557). These are: The Plant who is creative and solves difficult problems, the Resource investigator who explores opportunities and develops contacts, the Co-ordinator who clarifies goals and promotes decision making, the Shaper who has the courage to overcome obstacles, the Monitor-Evaluator who is strategic and sees all options, the Team worker who is co-operative and perceptive, the Implementer who turns the ideas into practical actions, the Completer who searches out for errors and omissions, and the Specialist who provides knowledge and skills that are in rare supply. Teams therefore require a balance of these different characteristics in order to create an effective and functional team in the workplace. However, it is inevitable that not all firms can adopt this inventory due to the fact that the team may not consist of nine people, or the members may not have the necessary characteristics to make up each of the nine roles. Some members of the team are therefore required to fulfil the missing roles which may not be relevant to their characteristic or personality which makes the theory’s effectiveness subject to the organisation and its members. Taskforces, project teams and committees are all key elements in the modern workplace and use modern day management approaches to practices such as empowerment, quality circles, total quality management and how groups manage change. Using these group techniques, the manager can identify the effectiveness of a team by the quality and productivity rate at which the product is developed which makes the organisation more profitable than their competitors. Mullins, (2005). Quality control, improvement and assurance involve methods of team-working including cell-production where employees work as a team to produce a unit or product and use self-checking as a method of inspection before problems arise. In some cases such as factory work, cell-production can relieve monotony because there is interaction with other colleagues along with an element of empowerment because teams have control over their work. Job rotation can be used as a tool to prevent repetition which provides job enlargement and multi-skilling. This can consequently improve motivation and productivity leading to higher profits for the firm. According to Willis, (2001) there are seven key elements that are essential to high-performance work teams which consist of: Commitment, contribution, communication, co-operation, conflict management, change management and connections. To compete effectively, managers/leaders must design a network to consist of these factors along with skilled employees who support each other in the achievement of corporate goals. However, according to Mullins, (2005) as a group or team increases in size, problems start to arise regarding communications and co-ordination. Large groups are difficult to maintain and often require a high level of supervision or a strong team leader. When a group is over-sized there is usually an increased level of absenteeism and the group may become split into smaller groups or sub-groups which may lead to competitiveness and friction within the company. A manager must therefore evaluate what size of group would be best suited and more beneficial for the company which has enough members to generate innovative ideas but not so many that it begins to cause friction. Jay, (1975) cited by Mullins (2005) states that: â€Å"The size of a group will depend upon other variables, but it seems to be generally accepted that cohesiveness becomes more difficult to achieve when a group exceeds 10-12 members.† Different personalities and interests within the group may serve to complement each other, but on the other hand, they may conflict and cause disruption within the group. Good group relationships take time to develop and so consequently, the longer the employees have been a member of the group, the more likely they are to be able to ‘gel’ together and produce a cohesive and effective team. A high staff turnover would have an adverse effect and reduce the morale of the team and potentially the whole workforce. The manager therefore needs to be able to recruit employees that are likely to stay with the organisation for the foreseeable future. This however would be difficult to predict due to the fact that you cannot judge a potential employee on their first impressions. Bass and Ryterband, (1979) cited by Mullins, (2005) states that group development and maturity occurs in four distinct stages: â€Å"Mutual acceptance and membership; communication and decision making; motivation and productivity; and control and organisation.† An alternative and perhaps more popular model devised by Tuckman, (1965) cited by Mullins, (2005) identifies four main stages of group development and relationships: forming, strorming, norming and performing. Tuckman believes that these are the life cycle stages that a group travels through before they become an effective team. Stage one is forming. This process occurs when there is the initial formation of the individuals who identify the purpose of the group and decide individual roles and responsibilities. The second stage – storming is the process of when the members of the group become more familiar with each other and start generating ideas and put forward their views and opinions and make agreements on more meaningful structures and procedures. Stage three known as norming is when members begin to co-operate more in order to plan, agree standards of performance and fulfil the purpose of the group. The final stage is performing when the group has progressed successfully through the earlier stages of development and produced a sense of cohesiveness to work effectively as a team. At this stage the group can ascertain the purpose of the task and objectives. It is now that the group is likely to be the most effective. When evaluating the effectiveness of a work-team, the manager must also consider the possible inadequacies and functional errors of the team. These may include factors such as; spending too much time talking rather than doing; this may either concern a discussion or conflict about the task objectives and strategies/ideas to achieve the objective, or merely a social discussion that has no effect on the task at hand. Although it is important for groups to communicate well, there may be a question of balance. Either discussion could be non-productive wasting valuable time and money and consequently could lead to an ineffective team that decreases profits for the company. There can also be an adverse effect on the business if a group or team works together for too long because the idea of ‘groupthink’ can occur. Janice, (1982) defines this as: ‘a deterioration of mental efficiency, reality testing, and moral judgement that results from in-group pressures’. As a result, this can lead to non-productive work because the group can just drift along towards decisions and not produce new ideas or use their initiative. To avoid this happening, the manager of the company should perhaps rotate members of different groups around to stimulate new ideas. However, by introducing new members to groups could cause conflict within the different teams which would not be beneficial for the company. According to Mullins, (2005) the characteristics of an effective work group should exhibit: â€Å"a belief in shared aims and objectives; a sense of commitment; acceptance of group values and norms; a feeling of mutual trust and dependency; full participation by all members; a free flow of information and communications; the open expression of feelings and disagreements; the resolution of conflict by the members themselves and a lower level of staff turnover, absenteeism, accidents, errors and complaints.† A manager should take all of these factors into consideration when evaluating their work teams and should talk to their employees about whether they feel at ease within the team and are able to contribute freely to discussion without being ruled out by others more forcible members. In conclusion, it is evident after research that team working is much more beneficial to an organisation than individual input because it generates higher production levels and the collaboration of different ideas can often produce much more desired results. Team working is also rewarding in the sense that it increases the motivation of the workforce due to human interaction which may also lead to increased productivity and consequently increased profits. We have learnt from Belbin, (1993) that individuals within work teams/groups suit different roles, and when put together, can produce very effective work teams. However, the performance of work teams will be largely determined by the characteristics of its members meaning what works well for one team may not work well for another. The team is also affected by the tasks to be undertaken, the nature of the technology and the organisational environment. A manager therefore needs to take all these factors into consideration when assessing and evaluating the effectiveness of a work team. Managers have to delegate responsibility to the team members leading to empowerment and job satisfaction. The manager can then judge the effectiveness of the team by the outcome of the task set. Improvements can perhaps be made to the team through the use of group training and development which may provide a more effective work team. Bibliography Bass B. M. and Ryterband, E. C. (1979) Organisational Psychology 2nd ed. Allyn and Bacon Belbin, R. M. (1993) Team roles at work, Oxford: Butterworth-Heinemann Cane, S. (1996) Kaizen strategies for winning through people, Pitman Publishing Janis, J, L (1982) Groupthink, 2nd ed. Houghton Mifflin Jay, A. (1975) Corporation Man, Penguin Mayo, E. (1880-1949) Elton Mayo Revisited – Management Gurus, Business review, February 1997 Mullins, L. J. (2005) Management and organisational behaviour, 7th ed. Essex: Pearson Education Limited Tuckman, B. W. (1965) Development sequence in small groups. Psychological Bulletin, vol.63, pp 384-99 Willis, S. (2001) 7 keys to building great work teams [cited 29th Nov 2004] Available from: http://www.stickyminds.com/sitewide.asp?ObjectId=2769

Customer Satisfaction In Bank Of Ceylon

Customer Satisfaction In Bank Of Ceylon Abstract In this comparative commercial world, the bank has to satisfy the needs and wants of the customers, and has to attract new customers, and hence enhance their business. Service quality is considered through the banks strategies. Therefore, every bank has to emphasize on customer satisfaction. As far as the banks are concerned this phenomenon is very prominent. Banking sector has to improve and modernize their service. I have selected the subject Service quality and Customer satisfaction in Commercial bank of Ceylon limited in Jaffna District- Sri Lanka. This research article has three tasks. First task is a research proposal which includes the introduction of the subject, hypothesis and methodology. Second task includes Literature review, data presentation and data analysis. Third task states the findings and some recommendations from the analysis. Finally the information gathered from the questionnaire, relevant books, mails and annual reports. To the best of my ability in order to present the research report, I have used the above guides to the research. Please be excuse due to any mistakes in this study. -Researcher. Task 1 1.1 INTRODUCTION This research topic is Service quality and customer satisfaction in Commercial bank of Ceylon limited in Jaffna District- Sri Lanka. Sri Lanka is one of the developing countries in South Asia which has twenty five districts based on geographical and political system. Jaffna is one of the districts of Sri Lanka. There are different kinds of banks in Sri Lanka, such as, central bank, commercial bank, Exchange bank, Agricultural bank, saving bank, rural bank, and development bank etc. Commercial bank is selected for the research purpose in Jaffna district in Sri Lanka. This is an institution and accepts money from the public for non-interests bearing current accounts. A customer may withdraw on demand by cheque, the monies in his or her current account. Particular this bank is focused on the study. Banking institutions and their activities are vital for the development of the country. Customer satisfaction plays a major role in the banking activities in the competitive environment. So banks has to evaluate the satisfaction of customers. Parasuraman.P (1988) said that a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or out come) in relation to his or her expectation. The banks are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. The bank has invested heavily in researching the market to identify service quality. Today many banks undertake service quality through the satisfaction their customers. Service quality based on customers needs and wants expectation. Normally banks successfulness depends on large co-operate customers. This is profitability of banks .Therefore customers satisfaction is very useful concept about the banking sector. It can be achieved increasing customer service and service quality. 1.2 OBJECTIVES OF THE STUDY Objectives are the end results of the process. Customer satisfaction also ends result of the service quality of the banking process. So the objective of the study is to know the organizations position. Through this study the researcher can get new ideas about service quality in banking sector and to improve customer satisfaction and can provide new ideas to modify any inefficient matters and can suggest any advantages and in future development. This research study will have some following objectives .these are Evaluation the service quality that the affect on customer satisfaction. Assessing the relationship between service quality and customer satisfaction. To identify the reasons, the service improvement and why a bank improves customer satisfaction. To find out the significant factor, service quality for achieving customer satisfaction. Whether there is any relationship between in customer satisfaction and banks performance. If so, what type of relationship (positive/ negative). 1.3 SIGNIFICANSE OF YHE STUDY When we consider the significance of the study that provides some important factors to organization customers, employees and managers. If there is high customer satisfaction it will help full to organization and managers to get more customers. They can get much deposit and get more profit through this satisfaction. They can get a well goodwill in private banks also to provide a caring service quality .but on the other hand if there is dissatisfaction it is difficult to increase their market share. Customer satisfaction also helps to employees. If the employees give good service quality they can get good marks to their performance report on banking assistance, so it will help to their reward system. This study gives us a chance to understand to what extent the theoretical knowledge we have studied is being followed in practice .Study of working people may help us to understand clearly how the customer satisfaction of banking is important to meet the changing needs of the people to achieve the goals of the institution. 1.4 LIMITATIONS OF RESEARCH There must be some limitation to any event; it is not an expectation in this report. Though there are various factors causing service quality and customer satisfaction. Prevailing condition Due to the prevailing situation some customers and employees may not say whole true data strategies and benefits. Through there are various factors causing as service quality and customer satisfaction the following factors are taken this study. Improving service quality has high expresses, so it is not possible to implement immediately in Jaffna district. Select the sample of banks customers in the research with require their concern and it is there fore not expected to be with bias. This study has only tried to find out relationship between service quality and customer satisfaction. Customer satisfaction is a human behaviour, that is difficult to measure The questionnaire will prepare specially for customer-(selected samples). 1.5 METHODOLOGY 1.5.1 INTRODUCTION This chapter allocated to describe the methodologies that have used in relation to this study. This includes conceptualization, operationalization, research sample, data collection techniques and method of analysis. Further the way of research sample was selected. The system adopted in collecting data techniques used in analysis, the data and the measures utilized for analyzing the dates are explained. 1.5.2 CONCEPTUALIZATION In the conceptual frame work, the researcher can compare the relationship between independent variable and dependent variable. The problem of the service quality and customer satisfaction in the banks could be conceptualized based on the factors assumed that can cause for this problem. The following conceptual frame work can be formulated. Conceptual frame work Tangibles Reliability Responsiveness Services Customer Quality Satisfaction Assurance Empathy In this frame work showed the relationship between the key variables of the dependent variable and independent variables. The services quality is independent variable and customer satisfaction is dependent variable. The service quality are consist tangibles, reliability, responsiveness, assurance and empathy. If perceived service quality is equal to or, greater than expectation, the customer is satisfied. If perceived service quality is less than expectations the customer is dissatisfied. Services quality depends on five variables such as tangibles, Reliability, Responsiveness, Assurance, and Empathy. In this variables are functioning in a better position there, quality service. It is issued by the firm. It is lead to customer satisfaction. OPERATIONALIZATION In this research the operationalization model is given below. Concept Variable Indicator Measurement Service Quality Tangible Reliability Responsiveness Assurance Empathy Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Customers Satisfaction Customers loyalty Customer complain Customer expectation Customer relationship Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire Questionnaire RESEARCH SAMPLE In developing the research plan the research has to decide or, sample size, its composition and means of collecting data. There fore, for this research purpose a bank will be selected as sample. Commercial bank has been selected for this study in Jaffna district in Sri Lanka. Customer residing in some selected divisional areas of the Jaffna district was selected for this purpose. Samples for data collection are selected randomly. 1.5.5 DATA COLLECTION TECHNIQUES A scientific research is on the basis of Positivism and interpretivsm which are applied for this study. Primary data and secondary data were collected for the research work. Primary data was collected by the questionnaire through the gatekeeper who is working as a managing assistant in commercial bank (Jaffna branch, Sri Lanka). Secondary data has been collected from the Commercial bank of Ceylon Ltd, Jaffna from their annual report, articles, magazines and report and other related publications. Furthers such data has also been collected from publications, definitions about customers satisfaction. Questionnaire is a collection of written questions about the respondents attitudes, opinions, perceptions act. Information was collected by gatekeeper. Questionnaire was issued and collected randomly to the commercial banks customers in Jaffna district-Sri Lanka by gatekeeper. The questionnaire is included two parts. The questionnaire was prepared with questions in different sections to measure the customer satisfaction. These question were prepared based on the types of banks details such as, * Tangible * Responsiveness * Assurance * Empathy * Reliability and * Customer satisfaction. The questionnaire includes questions that are related to how far a bank has been attempted to fulfil the customer needs and wants. Marks were allocated in the following manner to the answer to the given questions. Very strongly Accepted 05 Accepted- 04 Not to do say 03 Rejected 02 Very Strongly Rejected- 01 1.5.6 HYPOTHESIS OF THE STUDY Hypotheses are the assumption that guides the research activity towards the ultimate finding based on the hypothesis. The researcher will go through the research activity including data collection analysis and then researcher will attain and ultimate conclusion. This research also has two hypotheses relating to customer satisfaction and service quality in respect of private banks. The moderator hypothesis is supported if the interaction is significant and although, there may also be significant main effects for the predictor and moderator, these are not directly relevant to testing the moderator hypothesis (Baron and Kenny, 1986; P 1174) According we report only the significant, interaction path co-efficient. The analyses revealed only two significant effects of moderation. Service failure moderated the effect of functional quality on overall satisfaction, and Communication moderated the effect of functional quality on functional satisfaction. H1 The service quality has mainly depended on the tangible, reliability, responsiveness, assurance and empathy with customer satisfaction. H2 -The service quality has an impact on customer satisfaction. 1.5.7 AN ACTION PLAN It is important to formulate an action plan to do the research. It is considered mainly six main steps for a scientific research such as; the research question, hypothesis, methodology, literature review, data collection and analysis, conclusion with recommendations. This study followed an action plan with a time table. 10/10/2009 Identify the research question or hypothesis 12/10/2009 Formulate the methodology 15/102009 Refer the literature review 19/10/2009 Data collection and analysis 02/11/2009 Presentation of findings 2.0 Task 2 2.1 LITERTATURE REVIEW 2.1.1 SERVICE QUALITY- DEFINITIONS Asubonteng (1996) said that it can be defined as the difference between customers expectations for service performance prior to the service encounter and their perceptions of the service received Gefan(2002) referred that Service quality as the subjective comparison that customers make between the qualities of the service. That they want to receive and what they get Parasuraman et al (1985, 1988) said that Service quality is determined by the differences between customers expectations of the services providers performance and their evaluation of the services the received 2.1.2 CUSTOMER VALUE Any promise is that customers will buy from the bank that they perceive offers the highest customers delivered value. The customer delivered value is the difference between total customer value and total customer cost. The total customer value is the bundle of benefits customers expect from a given product or service. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining, using and disposing of the product or service. The researchers found five determinants of service quality. These are as follows. 01. Reliability: the ability to perform the promised service dependably and accurately 02. Responsiveness: the willingness to help customers and to provide prompt service. 03. Assurance convey: the knowledge courtesy of employees and their ability to trust and confidence. 04. Empathy: the provision of caring individualized attention to customers. 05 Tangibles: the appearance of physical facilities equipment, personal Communication materials Figure 1: Service quality model Service delivery (Including pre and past contacts) External Communications To consumers Translation of perception into service quality Management perception of consumer expectation Word of month Communication Personal Needs Past Experience Expected services Perceived services Gap 05 Gap 01 Gap 04 Gap 03 Gap -02 Gap 04 (Source: A parasuraman, Valarie, A Zeithamal and Leonard Berry, Journal of Marketing, fall 1985) 2.1.3 DEFINITION OF CUSTOMER SATISFACTION Kotler said that Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or out come) in relation to this or her expectations (Kotler, 2000, p 36) Hount said that Satisfaction is a function of customers belief that he or she was treated fairly (Hount 1991) 2.1.4 METHODS OF TRAKING AND MEASURING CUSTOMER STATIFACTION Marketing concepts and tools describe how companies can track customer satisfaction. Companies use the following methods to measure how much customer satisfaction they are creating. Complaint and suggestion systems A customer centred organization makes it easy for its customers to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report like or dislike. Companies are also adding web pages and e -mail to facilitate two way communication. These information flows provide companies with good ideas and enable them to act quickly to resolve problems. Customer satisfaction surveys Studies show that although customers are dissatisfied with one out of every for purchases, less than five percent of dissatisfied customers will complain. Most customers will buy less or switch suppliers complaint levels are thus not a good measure of customer satisfaction, responsive companys measure customer satisfaction directly by conduction periodic surveys they send questionnaires or make telephone calls to a random sample of recent customer. They also solicit buyers views on their competitors performances. Lost customer analysis Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. It is necessary to monitor the customer loss rate. If it is increasing this clearly indicates that the company is failing to satisfy customers, 2.1.5 RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION Spreng and Mackoy (1996) had also found the path coefficient between service quality satisfactions to be significant (Lee et al 2000) wood side (1989) had found similar empirical evidence. The findings of Lee et al (2000), who have studied customers of an entertainment park and an aerobic school also supports this argument. The Lock of consensus in the causality between these two constructs has been caused mainly by the use of the constructs at different levels by researchers (Lee et al 2000) those who argue that satisfaction is an antecedent of perceived service quality have treated perceived quality as a global construct while treating satisfaction as an encounter (or transaction) specific construct. The majority of those who have found perceived service quality to be an antecedent rather than a transaction specific construct. Further some researchers have argued that perceived quality could also play a role at transaction level. at this level, it is found to be an antecedent of satisfaction with the transaction (Rust and Oliver, 1994) what is evident from the foregoing discussion is that When the level of aggregation of both constructs is identical, there is less dispute that quality is an antecedent to satisfaction (Roest and Pieters, 1997) 2.2.0 DATA PRESENTATION AND ANALYSIS 2.2.1 INTRODUCTION This chapter presents and analyses the data collected from samples from banking sector. This chapter tries to find out the relationship between the variables by using correlation and regression analyses with graphs by using SPSS and Microsoft Excel Packages. Further more, here the researcher examined the average of variables and percentage of variables and explains the relationship and comparisons by using the bar charts. 2.2.1 CORELATION ANALYSIS Correlation analysis is a statistical analysis, which statistically measures the extent and nature of the relationship between two variables. That means if changes of two variables are associated with each other, they are said to be correlates. It signifies a relationship between them. In this research this analysis is under taken to find out the relationship between. Quality of Tangibles and customer satisfaction. Quality of Reliability and customer satisfaction. Quality of Responsiveness and customer satisfaction. Quality of Assurance and customer satisfaction. Quality of Empathy and customer satisfaction. The co-efficient of correlation (r) is always between-1 and 1 and tells the type and strength of relationship between these variables. That is, if r is positive, there is positive relationship between the two variables. If r is less than zero that means there is negative relationship between two variables. The strength of relationship between the variables will be as follows. r= +1 indicates complete positive correlation. r= -1 indicates complete negative correlation. r= +/-0.5 indicates moderate correlation. r= +/-0.8 or +/-0.9 indicates strong correlation. r= +/-0.2 or +/-0.4 indicates weak correlation. r= 0 indicates zero or no correlation. Following tables illustrate the coefficient of correlation derived by the analysis for variables Tangibles, Reliability, Responsiveness, Assurance and Empathy related to customer satisfaction in the Commercial bank of Ceylon Ltd. Table -1 coefficient of correlation between customer satisfaction and service quality Service Quality Customer satisfaction (r ) Tangible Reliability Responsiveness Assurance Empathy Total 0.229 0.579** 0.753** 0.388 0.641** 0.787** When interpreting the coefficient of correlation, the researcher can observe that, there is positive relationship between services quality and customer satisfaction in all cases. r is +0.787. The relationship is moderate in the case of service quality compared with customer satisfaction of the Commercial bank of Ceylon Ltd. In the case of tangible, the relationship between the tangible and customer satisfaction is positive relationship and also the relationship between the tangible and customer satisfaction is weak because the coefficient of correlation is + 0.229 between tangible and customer satisfaction. In the case of reliability, the relationship between the reliability and customer satisfaction is positive relationship and also the relationship between the reliability and customer satisfaction is moderate. The coefficient of correlation is + 0.578** between reliability and customer satisfaction. In the case of responsiveness, the relationship between the responsiveness and customer satisfaction is positive relationship and also the relationship between the responsiveness and customer satisfaction is strong. The coefficient of correlation is + 0.753** between responsiveness and customer satisfaction. In the case of Assurance, the relationship between the Assurance and customer satisfaction is positive relationship and also the relationship between the Assurance and customer satisfaction is weak. The coefficient of correlation is + 0.388 between Assurance and customer satisfaction. In the case of Empathy, the relationship between Empathy and customer satisfaction is positive relationship and also the relationship between the Empathy and customer satisfaction is moderate. The coefficient of correlation is + 0.641** between Empathy and customer satisfaction. There for, the relationship between total service quality and total customer satisfaction is strong positive relationship. The coefficient of correlation (r) 0.787** between total service quality and total customer satisfaction. The pattern of variation of the service quality as tangible, reliability, responsiveness, assurance and empathy in relation to the value of the satisfaction of the customer are as follows. Table 2 regression summary service quality and customer satisfaction in Commercial bank of Ceylon ltd in Jaffna district. Y= a + box Service quality a b r2 Tangible Reliability Responsiveness Assurance Empathy 61.0 38.1 22.9 49.6 36.8 0.229 0.578 0.753 0.388 0.641 0.053 0.334 0.567 0.151 0.411 Quality of tangible and customer satisfaction The regression equation of customer satisfaction in relation to the quality of the tangible in Commercial bank of Ceylon in Jaffna district is given below. Y=a+ bx Y= 61.0 + 0.229X Based on this equation when X increases by one unit, the value of y is increase by 0.229 that is the customer satisfaction is increased by 0.229 per each additional unit of tangible. This prediction equation is graphed in the following graph, along with a plot of the data points. Graph 1 Tangible and customer satisfaction Now let us check the usefulness of the hypothesized model that is whether X (tangible) really contributes information for the prediction of y (customer satisfaction) using the straight -line model. The coefficient of determination (r2) represents the proportion of the variation in y that is explained by the independent variable (x). In the case of customer satisfaction is 5.3% that means 5.3% of the variance in the customer satisfaction can be explained by the changes in the quality of tangible. This indicates that 94.7% of customer satisfaction will be influenced by the other factors. Quality of Reliability and customer satisfaction The regression equation of customer satisfaction in relation to the Quality of Reliability in Commercial bank of Ceylon Limited in Jaffna district is given below. Y= 38.1 + 0.578 X Based on this equation when X increases by one unit, the value y is increase by 0.578. That is the customer satisfaction increase by 0.578 per each additional units of Reliability. This prediction equation is graphed in the following graph with a Plot of the data points. Graph 2 Reliability and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is, Whether X (Reliability) really contributes information for the prediction of Y (customer satisfaction) using the straight -line model. The coefficient of determination (r2) represents the proportion of the variation in Y that explained by the independent variable. In case of customer satisfaction is the reliability influences only 33.4% that means 33.4% of the variance in the customer satisfaction. This indicates that 66.6% of customer satisfaction will be influenced by the other factors. Quality of Responsiveness and customer satisfaction The regression equation of customer satisfaction in relation to the Quality of Responsiveness in Commercial bank of Ceylon Limited in Jaffna district is given below. Y= 22.9 + 0.753 X Based on this equation when X increase by one unit, the value Y will also increase by 0.753. That is the customer satisfaction will increase by 0.753 each additional units of Responsiveness. This prediction equation is graphed in the following graph along with a Plot of the data points. Graph 3 Responsiveness and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is x (responsiveness) really contributes of information for the prediction of y (customer satisfaction) using the straight-line model. The coefficient of determination (r2) represents the proportion of the variation in y that explained by the independent variable. In the case of customer satisfaction is the Responsiveness influence only 56.7%. It means 56.7% of the variance in customer satisfaction. This indicates that 43.3% of customer satisfaction will be influenced by other factors. Quality of Assurance and customer satisfaction The regression equation of the customer satisfaction in relation to quality of Assurance in Commercial Bank Ceylon Limited in Jaffna district is given below. Y=49.6 + 0.388X Based on this equation when x increase by one unit, the value of y will also increase by 0.388. That is the customer satisfaction will increase by 0.388 per each additional units of Assurance. This prediction equation is graphed in the following graph, along with a plot of the data points. Graph 4 Assurance and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is, whether x (Assurance) really contributes of information for the prediction of y (customer satisfaction) using the straight-line model. The coefficient of determination (r2) represents the proportion of the variation in y that explained by the independent variable. In case of customer satisfaction is the Assurance influences only 15.1% at mean, it means 15.1% of the variance in the customer satisfaction. This indicates the 84.9% of customer satisfaction will be influenced by other factors. 05. Quality of Empathy and customer satisfaction The regression equation of the customer satisfaction in relation to quality of Empathy in Commercial Bank of Ceylon Limited in Jaffna district is given below. Y= 36.8 + 0.641X Based on this equation when x increase by one unit, the value of y will also increase by 0.641. That is the customer satisfaction will increase by 0.641 per each additional units of Empathy. This prediction equation is graphed in the following graph, along with a plot of the data points. Graph 5 Empathy and customer satisfaction Now, let us check the usefulness of the hypothesized model, that is, whether x (Empathy) really contributes of information for the prediction of y (customer satisfaction) using the straight-line model. The coefficient of determination (r2) represents the proportion of the variation in y that explained by the independent variable. In case of customer satisfaction is the Empathy influences only 41.1% that means 41.1% of variance in customer satisfaction. This indicates the 58.9% of customer satisfaction will be influenced by other factors. Task 3 DISCUSSION AND CONCLUSION 3.0 INTRODUCTION This is final chapter of this research. This chapter includes the findings of the research, hypotheses testing and recommendations. This chapter discusses the findings of the research and the test of the hypotheses whether the hypotheses are accepted or not. Further it gives suggestion to improve the service quality in order to achieve the customer satisfaction. 3.1 FINDING OF THE RESEARCH In this research, the researcher finds out the results based on the data presentation and data analysis used in this research a correlation, average and percentage. The area concerned with this research is banking sector with selected sample from Commercial bank of Ceylon Ltd in Jaffna district. According to the correlation analysis, the following findings are prepared. The relationship between the Tangible and customer satisfaction is positive and weak as at 0.229, Reliability and customer satisfaction is positive but moderate as at 0.578*, Responsiveness and customer satisfaction is positive and strong as at 0.753, Assurance and customer satisfaction is positive and weak as at 0.388 and Empathy and customer satisfaction is positive but moderate as at 0.641* in Commercial bank of Ceylon Ltd in Jaffna-Sri Lanka. Based on the re