A Picture of Ministry Assignment Example | Topics and Well Written Essays - 750 words

A Picture of Ministry - Assignment Example people to join the ministry was for them to fulfill God’s will, for example, preach the good news and free the people held in bondage (Tidball, 2008). As such, pastors should pray that their preaching of the gospel is faithful, truthful, and patent. In fact, it is important that pastors reform the ministry by emulating the apostolic ministry of Paul. Although he was a persecutor of Christians prior to reforming, he is among the most referenced ministers of the word of God. For him, it is important for pastors to believe in what they preach, so that, their audience could also believe. The ministry should focus on Jesus Christ, and not the pastors. Therefore, the pastors are servants of God (Stevens, 2001). Ministry in the current world portrays some contrasting features when compared to the times of Jesus. From such a context, contemporary ministry has focused on insiders, whereas Jesus’ ministry was on the outsiders. In fact, Jesus viewed insiders as fit to go to heaven, but the outsiders needed the ministry more than they needed the insiders for them to reach their level. Current ministers, thus, focus on satisfying the needs of their members. There is a justification of the same; members are paying pastors’ salaries (Tidball, 2008). In this context, then, pastors qualify as employees, which is a significant contrast to Jesus’ ministry. As employers of the church, then, pastors will one day be accountable of how they conducted their ministry. Focusing on the insiders means that pastors are using the congregation to maintain their career, at the expense of the outsiders who require hearing the word of God (Devers, & Alexander, 2005). Ministers are to emulate teachings evident about Jesus’ ministry, and focus on outsiders rather than insiders. Although adopting Jesus’ ministry might encounter stiff resistance, but as leaders, pastors should open up and show their concern to outsiders in respect to their spiritual welfare (Devers & Alexander,

The influence of airline service quality on passenger satisfaction and loyalty Essay Example for Free

The influence of airline service quality on passenger satisfaction and loyalty Essay The current issue and full text archive of this journal is available at www.emeraldinsight.com/1754-2731.htm TQM 25,5 The influence of airline service quality on passenger satisfaction and loyalty 520 The case of Uganda airline industry Juliet Namukasa Makerere University Business School, Kampala, Uganda Abstract Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected mainly by interview method using fully structured questionnaires. Design/methodology/approach – The study used random sampling technique and it covered 303 respondents on international flights using Entebbe International Airport. Data were analyzed using statistical package for social sciences 16, were w2 was used to test the hypothesis and regression analysis was performed to examine the relationships between variables. Findings – Findings indicated that the quality of pre-flight, in-flight and post-flight services had a statistically significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. It was noted that passenger satisfaction differed from person to person as some were more interested in off board facilities, others onboard, others in the quality of food while others wanted more extra luggage. Originality/value – It was recommended that airline management should consider developing various strategies for  improving service quality based on demographic characteristics of the customers such as occupation, age, gender and education level. Keywords Customer loyalty, Customer satisfaction, Airline service quality, Competitiveness, Airlines, Uganda Paper type Research paper The TQM Journal Vol. 25 No. 5, 2013 pp. 520-532 r Emerald Group Publishing Limited 1754-2731 DOI 10.1108/TQM-11-2012-0092 Introduction Nowadays the airline industry is characterized by heavy regulations which limit airlines’ room for maneuvering and accessing global markets compared to other industries which have paved ways for companies to transform into global players. This has prevented airlines from becoming truly global businesses by impeding crossborder merger and acquisition activities (Hanlon, 2007). To overcome the restrictions imposed by this nationality rule, airlines formed global alliances as a means to secure some of the benefits of a larger size and scope offer. Three major alliances namely Star Alliance, Oneworld and Sky Team now dominate the competitive landscape (Doganis, 2006). Airlines furthermore have to cope with marginal profitability (Hanlon, 2007). Therefore the delivery of high-quality service becomes a marketing requirement among air carriers as a result of competitive pressure (Ostrowski et al., 1993). Moreover airline passengers can experience many service encounters with front-line employees as well as in-flight attendants, this is called â€Å"moment of truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations over a number of quality attributes (Gronroos, 2000) hence there is need to examine the influence of airline service quality on passenger  satisfaction and loyalty because customer satisfaction holds a significant importance in corporate sector. The airline industry in Uganda Uganda is a landlocked country, air transport is therefore of strategic importance to the nation as it guarantees an alternative gateway to the rest of the world. It provides the most efficient and quickest transport means to Uganda and from the country to the rest of the world. The development of a safe, efficient and reliable air transport industry is thus among government’s priority programmes and Uganda’s geographical location in the heart of Africa gives Entebbe International Airport greater advantage for hub and spoke operations in especially the great lakes region (Uganda Civil Aviation Authority, 2012). Uganda’s official national carrier Uganda Airlines was liquidated in May 2001 after 24 years of operations. Attempts were made by the Ugandan Government to privatize the company, however, all interested parties which included British Airways and South African Airways pulled out leading to the carrier’s demise (Centre for Aviation, 2012). Problem sta tement Excellent passenger satisfaction is one of the greatest assets for air businesses in today’s competitive environment, the on board experience is still something special for the customer, if the passenger is not satisfied with the quality of service, they will reconsider the buying decision for further flights and will probably switch to another airline (Archana and Subha, 2012). The research related to service quality and customer satisfaction in the airline industry has been growing in interest because the delivery of high service quality is essential for airlines’ survival and competitiveness (Archana and Subha, 2012). A number of studies examining the effect of airline service quality on passenger satisfaction have been carried out in other countries, for example, Archana and Subha (2012) carried out such study in India, Huang (2009) in Taiwan, Munusamy et al. (2011) Malaysia, Ahadmotlaghi and Pawar (2012) India and Mohsan et al. (2011) in Pakistan and none of such s tudy has been carried out in Uganda’s airline industry which is a great motivation for this study. General objective The general objective was to examine the influence of airline service quality on passenger satisfaction and loyalty. Specific objectives (1) to analyze the effect of pre-flight service quality on passenger satisfaction; (2) (3) (4) to examine the effect of in-flight service quality on passenger satisfaction; to analyze the effect of post-flight service quality on passenger satisfaction; and to assess whether passenger satisfaction has a significant effect on passenger loyalty. Literature review and hypotheses The aviation sector The aviation sector has become the most important segment in the economic development of a nation. It plays a vital role in moving people or products from one place to another, be it domestic or international, especially when the distances involved are far. In a highly competitive environment the provision of high quality services to passengers is the core competitive advantage for an airline’s profitability and sustained growth. Since the air transportation market has become more Airline service quality 521 TQM 25,5 522 challenging, many airlines have turned to focus on airline service quality to increase service satisfaction since service quality conditions influences a firm’s competitive advantage by retaining customer patronage and with this comes market share (Archana and Subha, 2012). Therefore delivering quality airline services to passengers is essential for airline survival, since passengers are becoming increasingly sensitive to quality. Definitions of service quality, customer satisfaction, customer loyalty Service quality can be defined as a consumer’s overall impression of the efficiency of the organization and its services (Park et al., 2004) or as a chain of services in which the entire service delivery is divided into a series of processes (Chen and Chang, 2005). Most definitions of service quality depend on the context and therefore focus on meeting the customers’ needs and requirements and how well the service delivered matches the customers’ expectations of it. In the airline industry, service quality is composed of various interactions between customers and airlines with employees seeking to influence customers’ perceptions and the image of the carriers (Gursoy et al., 2005). Though price is increasingly used as the primary way to attract customers; some airlines are looking more to service quality to get a competitive edge by distinguishing their products because competitors are relatively efficient in responding to price changes ( Jones and Sasser, 1995). These airlines’ competitive advantage lies in their service quality as perceived by customers (Chang and Yeh, 2002). Therefore ensuring quality service is the key for survival of all businesses/industries dealing in service offerings airlines inclusive. Oliver (1981) defined satisfaction as â€Å"a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations†. While Hansemark and Albinson (2004) defined it as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive regarding the fulfilment of some needs, goals or desire. The definition provided by Oliver (1981) has been used for  this study. Therefore it is very important to satisfy customers because nowadays most of them have exposure to a variety of information, they are more familiar with the present trends in technology, very well educated and more demanding in the products and services they require. Customer loyalty can be defined as â€Å"a deeply held commitment to re-buy or re patronize a preferred product/service consistently in the future, thereby causing repetitive same-brand purchasing despite situational influences and marketing efforts having the potential to cause switching behavior† (Oliver, 1997). Chin (2002) stated that an attractive frequent flier program (FFP) could actually contribute to increased loyalty from the repeat business of an increased number of customers and numerous studies have revealed that customer satisfaction positively affects loyalty (Mohsan et al., 2011; Fornell, 1992; Anderson and Jacobsen, 2000). Therefore airline companies need to review and re-examine their strategies in order to sustain customer loyalty. Effect of pre-flight service quality on passenger satisfaction In order to achieve customer satisfaction, organizations must be able to build and maintain long-lasting relationships with customers through satisfying various customer needs and demands which resultantly motivates them to continue to do business with the organization on an on -going basis (LaBarbera and Mazursky, 1983). Therefore it is presumed that pre-flight service quality has a significant effect on passenger satisfaction, thus: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. Effect of in-flight service quality on passenger satisfaction Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Airline passengers may experience many service encounters with in-flight attendants, this is called â€Å"moment of  truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations, over a number of quality attributes (Gronroos, 2000) since most services are intangible. Thus because of this intangibility, most companies find it difficult to understand how customers perceive their services. Therefore in-flight attendants should focus on tangibles by communicating to the customers the features of the service being provided. Thus it is presumed that in-flight service quality has a significant effect on passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. Effect of post-flight service quality on passenger satisfaction An after-sales service constitutes a means to uncover extra customer needs and a strategic driver for customer retention. Oliver (1997) demonstrated that extremely satisfied customers are much more likely to remain loyal to firm than those who are merely satisfied. Hence it is presumed that post-flight service quality has a significant effect on passenger satisfaction: H3. Post-flight service quality has a positive significant effect on passenger satisfaction. Effect of passenger satisfaction on passenger loyalty A study by Mohsan et al. (2011) revealed that customer satisfaction was positively correlated with customer loyalty. It further stressed that, there was need for airline companies to always look into the needs and demands of their customers in order to survive and compete successfully in today’s dynamic corporate environment. While Fornell (1992) found that high customer satisfaction would result in increased loyalty for the firm and that customers would be less prone to overtures from competition. Thus the underlying assumption is that passenger satisfaction is positively associated with passenger loyalty: H4. Passenger satisfaction has a positive effect on passenger loyalty. Conceptual framework It gives a more detailed insight on the variables that influence passenger  satisfaction and loyalty in the airline industry based on pre-flight service quality, in-flight service quality and post-flight service quality. The variables were developed from the extensive review of literature related to the study (Figure 1). 523 TQM 25,5 524 Figure 1. Airline service quality Pre-flight Service †¢ Reliability †¢ Responsiveness †¢ Discounts In-flight Service Quality †¢ Tangibles †¢ Courtesy †¢ Language skills H1 Passenger Satisfaction H2 H4 Passenger Loyalty Post -flight Service Quality †¢ Frequent flyer programs †¢ Timeliness H3 Pre-flight service quality Quality of service is very important in ensuring customer satisfaction because frequency of bad experiences will impact a customer’s perception on the company (Munusamy et al., 2011). For example, if customers receive rude services from the same airline consistently they will be dissatisfied with the services and eventually, these customers might decide to take their businesses elsewhere. Therefore in this study, it is anticipated that pre-flight service quality (such as reliability of airline web site, discount offers, responsiveness to emergency situations like cancelled flights and baggage allowance have an influence on passenger satisfaction and loyalty). In-flight service quality In a study by Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Therefore in order to develop a good customer service, the in-flight crew should put emphasis on tangible cues in order to create a strong organizational image. Hence it is suggested that in-flight services such as (safety percussions, seat comfort, quality of food, in-flight entertainment services, language skills and courtesy of in-flight crew) affect customer satisfaction. Post-flight service quality Post-flight services like offering FFP, promptness of baggage delivery and retrieval are regarded as important factors that have an impact on establishing good relationships with customers which eventually influence satisfaction and loyalty. In order to survive and grow, airlines regardless of place of operation, have to be both internationally competitive and must continuously improve all aspects of their operations (Doganis, 2006). Research methodology Research paradigm Positivist paradigm was adopted because it relies mainly on statistical and quantitative estimations to arrive at a conclusion. Population and unit of analysis The population was made up of 13,558 passengers based on Uganda’s international seat capacity per week by carrier for the selected airlines between 28 November 2011 and 4 December 2011 (Centre for Aviation, 2012). It comprised of international passengers who had at least travelled once in the last 12 months with the selected airlines operating at Entebbe International Airport. This meant that the participants had a clear view about airlines’ services. These airlines included: Air Uganda, Precision air, Kenya airways, Rwanda air and Fly 540. In order to ensure fairness and accuracy of the study, airlines registered within East Africa were chosen. Compared to other regions in Africa, East Africa forms a relatively homogeneous group of countries in many respects. This homogeneity creates a favourable environment towards the emergence of an integrated air transport market. Entebbe airport was chosen because it is the one that handles international flights in Uganda. Sample design This study adopted convenience sampling. Sampling was done by interviewing randomly selected passengers, waiting for their flights at different times of the day, on every day of the week, during the period 19 July to 15 August 2012. A structured questionnaire was used for data collection. The questionnaire was divided into five sections, the first section was about the demographic profile of respondents and second, third and fourth sections were designed to evaluate passengers’ overall experiences with the quality of services they had received from the airlines and the last was dealing with the effect of passenger satisfaction on passenger loyalty. Sample size Krejcie and Morgan (1970) table was used in determining the sample size of a randomly chosen sample from a given finite population of 13,558 based on Uganda’s international seat capacity per week, by carrier for the selected airlines between 28 – November 2011 and 4 –December 2011 (Centre for Aviation, 2012). Krejcie and Morgan (1970) table indicates that if the study population size is 13,558, a statistically representative sample size should be 378 respondents. However, out of the 378 questionnaires that were  distributed, a total of 303 questionnaires were complete and had valid responses, 75 questionnaires were incomplete hence they were removed. The number of passengers sampled per airline was based on how busy the airline was at the airport during the period 19 July to 15 August 2012. The actual sample size of 303 respondents was valid for this study, because studies which had dealt with passengers as a unit of inquiry had relatively dealt with sample sizes ranging from 270 to 602, for example, Archana and Subha (2012) sampled 270 respondents; Munusamy et al. (2011) sampled 300 and Huang (2009) sampled 602 respondents. Also (Roscoe, 1975 in Sekaran, 2003) proposed some rules of thumb in determining sample size of which one of it stated that, â€Å"sample sizes larger than 30 and o500 are appropriate for most researchers†. It has also argued that in order to use w2, the overall number of items should be at least 50 (Kothari, 2004) hence the actual sample was fairly enough and suitable for models which were to be used in data analysis (Table I). Data collection methods Data were collected using both primary and secondary data sources. Primary data were collected through the use of structured questionnaires which consisted of five sections on the following aspects: respondents’ profile, quality of pre-flight services, in-flight services, post-flight services and the effect of passenger satisfaction on passenger loyalty. The questions were phrased in the form of statements scored on a five-point Likert type scale, ranking from 1 â€Å"strongly disagree† to 5 â€Å"strongly agree†. The study was conducted in the departure hall of Entebbe International Airport. Questionnaires were distributed to respondents who had under taken at least one international flight in the previous 12 months with the selected airlines. Face-to-face Airline service quality 525 TQM 25,5 Carrier airline name 526 Table I. Sample frame Population (total number of seats per week) between 28/11/11 and 4/12/11 Intended sample Actual sample Air Uganda Kenya airways Precision air Rwanda air express Fly 540 aviation Total 4,392 6,280 564 948 1,374 13,558 72 158 65 51 31 378 58 127 52 41 25 303 interviews of passengers waiting for their flights were conducted at Entebbe airport. A total of 303 sets of usable questionnaires were successfully collected yielding a response rate of 80 per cent. To reduce the refusals to participate or to answer specific questions, the researcher contacted passengers politely by explaining the purpose and contribution of the research. Reliability and validity Cronbach a was used to test the internal consistency for all items under respective variables. Hair et al. (2006) suggested that Cronbach’s a coefficient over 0.6 is adequate for basic research. The reliability of each construct was assessed by using Cronbach’s a measure which in the experiment was ranging from 0.645 to 0.850, indicating that the scale are internally consistent and reasonably free of measurement error. To ensure the perfection of the study tool, a pilot study was also conducted (Table II). Data analysis Data were analyzed using statistical package for social sciences (SPSS) version 16. w2-test was used as a way of testing the hypothesis and regression analysis was performed to examine the relationships between variables. This is in line with what was used in similar empirical studies, for example, Munusamy et al. (2011) used Pearson correlation and multiple regression analysis while Mohsan et al. (2011) used Microsoft excel and SPSS 16 to analyze data. Descriptive statistics was used to provide an overview  on the profile of international passengers using Entebbe International Airport. Interpretation and discussion of findings Hypotheses results w 2 was used in determining the relationships and significance of the variables. Testing of hypotheses was at 95 per cent level of confidence interval and results from this were Sl.No Table II. Reliability of various service factors Factors I II III IV V Pre-flight In-flight Post-flight Passenger satisfaction Passenger loyalty Number of statements Number of cases Cronbach’s a 8 8 3 3 6 303 303 303 303 303 0.723 0.819 0.645 0.704 0.850 used to reach the conclusions. To verify the causal relationships, regression was used for determining the correlation coefficients amongst variables: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. In the study, respondents were asked to express their opinions on different items that measured pre-flight service quality on a five-point Likert scale that ranged from 1 (strongly disagree) to 5 (strongly agree). Results showed that seven out of eight measurable indicators of pre-flight service quality had a significant effect on passenger satisfaction since they scored w2-values that were above the table value of 26.296 and also registered significant values less than the critical value of 0.05. It can therefore be concluded that pre-flight service quality has a positive significant effect on passenger satisfaction. This is in line with findings by (Munusamy et al., 2011) whose results showed that pre-flight service  quality had a positive impact on customer satisfaction. These results imply that if airline companies are to achieve a high level of customer satisfaction, they should deliver a high level of service quality, as it is normally considered an antecedent of customer satisfaction. In addition to the w2-test, correlations of indicators of pre-flight service quality were regressed against passenger satisfaction to confirm the results got from the w2-tests. Regression results showed that there was a significant positive relationship between pre-flight service quality and passenger satisfaction. Findings also indicated that from among the measurable indicators of pre-flight service quality prompt response to emergencies (r  ¼ 0.434) and reliability of airlines’ web site (r  ¼ 0.429) were among the strongest contributors to passenger satisfaction compared to price charged (r  ¼ 0.337) and baggage allowance (r  ¼ 0.122). Results therefore implied that improvement in the quality of pre-flight services offered by airline companies would result into passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. From the respondents’ opinions, all the measurable indicators of in-flight service quality had a p ositive significant effect on passenger satisfaction since they all registered significant values of 0.000 that were less than the critical value of 0.05. This concurs with the findings by Ng et al. (2011) who confirmed that in-flight services offered by flight attendants affected customer satisfaction. The findings imply that inflight services are one of the key drivers of ensuring passenger satisfaction (Table III). Additional analysis was performed were in-flight variables were cross-tabbed and regressed against passenger satisfaction in order to confirm the results got from w2-tests. Results from table below at 95 per cent confidence interval revealed that indeed in-flight service quality had a significant effect on passenger satisfaction because all significant values were 0.000 which was below the critical value 0.05 that is to say ( po0.05). This therefore confirmed that there was a significant positive relationship between in-flight service quality and passenger satisfaction. Amongst the in-flight variables, comfort and cleanliness (r  ¼ 0.460), safety (r  ¼ 0.400) and quality of food (r  ¼ 0.397) had more impact on passenger satisfaction compared to employee appearance and crew uniforms (r  ¼ 0.268) This therefore implies that airlines should improve on their inflight services, for example, quality of food, safety measures and comfort of seats since they have higher impact on passenger satisfaction (Table IV): H3. Post-flight service quality has a positive significant effect on passenger satisfaction. 527 TQM 25,5 In-flight service quality variables 1 2 3 528 4 5 6 7 I feel safe when I fly with this airline The aircraft has clean and comfortable  interiors and seats. Employees of this airline appear neat  and tidy The airline provides quality food  The cabin crew of this airline is  friendly and has good language skills. The airline provides good in-flight  services consistently My in-flight experiences with this  airline has exceeded my expectations The in-flight services that this airline  offers are worth what I pay for Table III. 8 w2-test for in-flight service quality and passenger satisfaction Note: *Critical value at 0.05 significance  ¼ 26.296 w2 Df Sign Status 16 0.000 Significant 1.500E2* 16 0.000 Significant 1.192E2* 99.534* 16 16 0.000 0.000 Significant Significant 1.296E2* 16 0.000 Significant 79.790* 16 0.000 Significant 89.575* 16 0.000 Significant 69.843* 16 0.000 Significant R R2 Significance 0.400 0.460 0.160 0.212 0.000 0.000 0.268 0.397 0.072 0.158 0.000 0.000 0.365 0.380 0.133 0.144 0.000 0.000 0.355 0.126 0.000 0.301 0.507 0.091 0.257 0.000 0.000 85.831* In-flight service quality variables 1 2 3 4 5 6 7 Table IV. Regression of in-flight service quality on passenger satisfaction 8 I am less worried when I fly with this airline because I feel safe when I fly with it The aircraft has clean and comfortable interiors and seats Employees of this airline appear neat and tidy and I like the crew uniforms The airline provides quality food (Cuisine ) and beverages The cabin crew of this airline are friendly and have good  language skills The airline provides good in-flight services consistently My in-flight experiences with this airline has exceeded my  expectations Considering the in-flight services that this airline offers; they are worth what I pay for Overall in-flight service quality From Table V, all the three post-flight indicators registered w2-values above the table values of 26.296 and indicated significant values less than the critical value (0.000o0.05). These results indicate that the quality of post-flight services has a significant effect on passenger satisfaction. Oliver (1997) demonstrated that extremely satisfied customers were much more likely to remain loyal to firm than those who were merely satisfied. Therefore this implies that a company has to create customer relationships that deliver value beyond those provided by the core product (Table V). Further analysis was performed to identify the causal relationship amongst these variables were by indicators of post-flight service quality were regressed on passenger satisfaction. Results indicated that there was a significant positive relationship between the quality of post-flight services and passenger satisfaction. From the indicators of post-flight services, passenger comments and concerns (r  ¼ 0.503) had more predictive power on passenger satisfaction because it had a higher correction coefficient compared to the FFP (r  ¼ 0.325): Airline service quality H4. Passenger satisfaction has a positive effect on passenger loyalty. Results from Table VI show that passenger satisfaction has a significant effect on passenger loyalty. This concurs with previous studies by Parasuraman et al. (1988) and Anderson and Sullivan (1993) who concluded that customer satisfaction was one of the major determinants of customer loyalty. This aspect is strengthened by Lin and Wang (2006), whose study concluded that customer satisfaction influences customer loyalty. This relationship has been investigated in previous studies for example findings by (Yang and Peterson, 2004) suggested that customer loyalty can be generated through improving customer satisfaction and offering high product/service value. Therefore delivering high quality in the airline industry should be recognized as the most effective means of ensuring customer satisfaction and loyalty. 529 Conclusion In general the study findings have coincided with other studies that the quality of airlines’ services has a significant influence on passenger satisfaction and loyalty. Findings indicated that pre-flight, in-flight and post-flight services had a significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. The study results imply that airline marketers should develop various strategies to improve service quality, for example, meeting passengers’ desired service levels, improving the quality of in-flight meals, solving service problems effectively, developing convenient reservation and ticketing systems, making convenient schedules for passengers and reducing the effect of service failures as these directly affect passenger satisfaction and loyalty. Implications of the results to the various stakeholders Managerial implications to the airline companies The results of this study highlight to management that safety and security are the most important in-flight service quality dimensions in international  air travel as perceived w2 df Sign Status 62.255* 66.676* 1.316E* 16 16 16 0.000 0.000 0.000 Significant Significant Significant Post-flight service quality variables 1 2 3 The airline has a sound loyalty programme to  recognize you as a frequent customer This airline has efficient baggage handling My concerns are highly valued by this airline Note: *Critical value at 0.05 significance  ¼ 26.296 Passenger satisfaction variables 1 2 3 In comparison to other airlines, am satisfied with the  airline’ services Am satisfied with this airline’s personnel This airline values customers’ comments w2 df Sign Status 1.560E2 89.604 1.100E2 16 16 16 0.000 0.000 0.000 Significant Significant Significant Table V. w2-test results for post-flight services and passenger satisfaction Table VI. w2-test results for passenger satisfaction and passenger loyalty TQM 25,5 530 by airline passengers. This may be as a result of the 11 September 2001 terrorist attacks, the Iraq War and the constant threat of terrorism. To address the public’s growing concern about air travel safety, airlines should be receptive to consumer input. Airlines should inform the public of their continuous drive to provide a safer flying environment and should publicize the security improvements of the international air travel industry to boost consumer confidence. Government policy makers Government should reduce on the ill-conceived policy initiatives that over-regulate and excessively charge high taxes from airline companies as this limits airlines registered within East Africa from competing effectively with other airlines from other nations due to economic hardships. This prevents aviation from being the catalyst for economic growth. Based on the study findings, the effect of airline service quality on passenger satisfaction and loyalty imply that a company with good airline services is more likely to stand out in the market place because it draws both repeat customers and trial users Therefore airline companies should strive to be consistent with the quality of services they offer to their passengers. Recommendations Customers have to be actively involved in the service process to ensure their satisfaction and commitment (loyalty) in the long run. The coordination of the different airline service components, as well as their incorporation in a clear and integrated communication strategy further supports the creation of a harmonious brand image in customers’ minds, which is the basis for the development of relationships between customers and the airline and, this could result into the development of true customer loyalty. Airline companies should strive for value creation and appropriate allocation of resources in international air travel by creating more realistic consumers’ expectations about the promises that airlines make as this may increase the level of passenger satisfaction, for example, through meeting customers’ desired service levels, dealing effectively with dissatisfied customers and confronting customer complaints positively. This will enable management to differ entiate their brand from other airlines in terms of service quality. Suggested areas for further research This study was limited in the context of airline services for international passengers. Domestic passengers’ opinions on the influence of airline service quality on passenger satisfaction and loyalty might be different from that of international passengers. Hence, an empirical examination needs to be undertaken in order to assess how domestic passengers’ opinions are different from that of international passengers. 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Lin, H.H. and Wang, Y.S. (2006), â€Å"An examination of the determinants of customer loyalty in mobile commerce contexts†, Information Management, Vol. 43 No. 3, pp. 271-282. Mohsan, F., Nawa, N.M., Khan, S., Shaukat, Z. and Aslam, N. (2011), â€Å"Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan†, International Journal of Business and Social Science, Vol. 2 No. 16, pp. 265-268. Munusamy, J., Chelliah, S. and Pandian, S. (2011), â€Å"Customer satisfaction delivery in airline industry in Malaysia: a case of low cost carrier†, Australian Journal of Basic and Applied Sciences, Vol. 5 No. 11, pp. 718-723. Airline service quality 531 TQM 25,5 532 Ng, S.I., Sambasivan, M. and Zubaidah, S. (2011), â€Å"Antecedents and outcomes of flight attendants’ job satisfaction†, Journal of Air Transport Management, Vol. 17, pp. 309-313. Oliver, R.L. (1981), â€Å"Measurement and evaluation of satisfaction processes in retail settings†, Journal of Retailing, Vol. 57 No. 3, pp. 25-48. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw Hill, New York, NY. Ostrowski, P.L., O’Brien, T.V. and Gordon, G.L. (1993), â€Å"Service quality and customer loyalty in the commercial airline industry†, Journal of Travel Research, Vol. 32, Fall, pp. 16-24. Parasuraman, A., Berry, L. and Zeithaml, V.A. (1988), â€Å"SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality†, Journal of Retailing, Vol. 64 No. 1, pp. 12-40. Park, J.W., Robertson, R. and Wu, C.L. (2004), â€Å"The effect of airline service quality on passengers’ behavioral intentions: a Korean case study†, Journal of Air Transport Management, Vol. 10, pp. 435-439. Roscoe, J.T. (1975), Fundamental Research Statistics for the Behavioral Sciences, 2th ed., Holt Rinehart Winston, New York, NY. Sekaran, U. (2003), Research Methods for Business: A Skill-Building Approach, 4th ed., John Wiley Sons, Inc, New York, NY. Uganda Civil Aviation Authority (2012), â€Å"About Uganda†, available at: www.caa.co.ug (accessed 3 June 2012). Yang, Z. and Peterson, R.T. (2004), â€Å"Customer perceived value, satisfaction, and loyalty: the role of switching costs†, Psychology Marketing, Vol. 21 No. 10, pp. 799-822. Further reading Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, Tata McGraw Hill, New Delhi. Corresponding author Juliet Namukasa can be contacted at: [emailprotected] To purchase reprints of this article please e-mail: [emailprotected] Or visit our web site for further details: www.emeraldinsight.com/reprints

French Revolution Essay -- essays research papers fc

Why was there a French Revolution? Between, 1789  ¡V 1799, many events occurred in France that caused an outbreak within the people thus leading to a revolution. This culminated in the France becoming a democratic government. This essay will argue that the resentment of absolute government, financial difficulties, the famine, rise of philosophes and the ongoing feud between the estates are all the major causes of why there was a revolution in France. Firstly before going into the topic, the word  ¡Ã‚ §revolution ¡Ã‚ ¨ must be defined.  ¡Ã‚ §A revolution is a relatively sudden and absolutely huge change. This may be a change in the social or political institutions over a relatively short period of time, or a major change in its culture or economy . ¡Ã‚ ¨ In eighteenth-century France, as we have seen, the philosophes came forward and gave their views, which were taken seriously by the public. The views of the philosophes contrasted from teaching maths to teaching about how the world was created. France was in desperate need for help with the country in deep financial trouble and much controversy over the monarchy yet the philosophes were anything but revolutionaries, as they never tried to force one . This is because they did not intend to create harm but to give the people French new ideas on topics. The enlightenment was an intellectual establishment . Diderot's Encyclopedia, banned in the 1750s, was reprinted in a less expensive format with government approval in the 1770s. Among the younger generation, the great cultural hero was Rousseau whose Confessions caused a sensation within the public and changed their minds to free thinking by writing books that were very appealing to the people. These books taught people of different ideas. From this, we can see the beliefs of the philosophes were a main factor in the cause of the French revolution. Eighteenth century France was an absolute monarchy , mainly because of the effort of Louis XIV. The French king had absolute control over all aspects of French political, social, and economic structures. The Estates General, which was a representative institution in that it was composed of representatives from each of the Three Estates, was the only voice the people of France had ever had. The king could do whatever he wanted without being asked as the punishments were severe if anyone complained. An example is the change of the r... ...sentment of absolute government, financial difficulties, the famine, rise of philosophes and the ongoing feud between the estates which all culminated in France having a revolution and becoming a democratic government. Bibliography „h http://www.historyguide.org/intellect/lecture12a.html; accessed on 19/4/05, 17/4/05, Title The French Revolution: The Moderate Stage, 1789-1792; author  ¡V Steven Kreis „h http://jon.plainculture.com/archives/the-french-revolution/; accessed on 12/4/05, Title - Causes and Effects of the French Revolution, author unknown „h http://www.people.memphis.edu/~kenichls/1302FrenchRevolution.html; accessed on 16/4/05; Title - The Causes of the French Revolution; author - unknown „h http://www.historyguide.org/intellect/lecture13a.html; accessed on 19/4/05, 17/4/05, Title The French Revolution: The Radical Stage, 1792-1794, author  ¡V Steven Kreis „h http://campus.northpark.edu/history/WebChron/WestEurope/FrenchRev.html accessed on 17/4/05, 18/4/05; Title  ¡V The French Revolution; Author - David W. Koeller „h Encyclopedia Americana volume 12; accessed on 15/4/05, Published in New York, Published in 1970; Title  ¡V French Revolution; Author - Unknown

The 3 piglets

Three little pigs story and movie In the movie of the three little pigs there were very much similarities from the book to the movie. In the book the three little pigs they all had tried to build different types of houses and they also did in the movie. In the book and the movie neither of the piglets had friends. Also the book and the movie both had the wolf in it.The wolf was quite clever and persuading towards the piglets in both the movie and the story. The wolf also say his famous line in the movie that he says in the book â€Å"If you do not open this door I will huff and puff and blow your house down†. Between the movie and the book there were plenty of differences. The piglets had different names in the movie as well. The setting was even different. The setting of the movie took place in â€Å"Camp Peggy† and the setting off the book was in the woods.The first pig name was Emerald Sucker-pork she was very wealthy and she did not ave many friends because she had whatever every other piglet had but twice as much. It is safe to say that she was spoiled. The second piglet was named Barbecue. She was a model who had gotten too skinny because she taken more baths than the usual pig. The third pig name was breadcrumb. Breadcrumb was Vietnamese she had no family and she was homeless but something she did have was a good personality. She also knew tikwan pig dow.In the movie they also built their houses ifferent. The 1st pig built her house made of pearls and diamonds but in the book the 1st pig built her house out of hay. In the movie the 2nd pig built her house of cookies, cakes and candy. However in the book the 2nd piglet built her house out of sticks but the 3rd piglets both built there house out of bricks. I think that the third piglets was the smartest. My conclusion is that even though they had many differences the concept was the same it was Just told in a different way.

Economies Of The Middle East. Essay

According to the CIA world Fact Book Bahrain is located in the Middle East on the eastern side of Saudi Arabia. Bahrain’s climate is arid though characterized by hot and humid summers while the winters are pleasant. (CIA,2008). According to the Council for International Exchange of Scholars, Bahrain is an archipelago which is comprised of 33 islands and is sandwiched between the east coast of Saudi Arabia and the Qatar peninsula. Bahrain has an advantage in as far as tourism is concerned given her richness in geographical features like the sandy beaches as well as the coral reefs. It also has various museums, archeological sites and traditional markets which are all a plus to her competitiveness. Bahrain is also well known for her liberalistic tendencies in the Middle East region. (Council for International Exchange of Scholars). Being an Arab country, Islam is the most practiced religion although other religions which form less than 25% of the total population are allowed to take place. They include Christianity, Buddhism, Hinduism as well as Judaism. In such a set up, where 85% of the total population is Muslim it is only natural that Arabic is the official language. However, English is used in the learning institutions as well as when conducting business. This paper will give an in depth analysis of Bahrain. The US department of State, Bureau of Near Eastern Affairs pointed out that in 2007 the population of Bahrain was 708,535 out of which a tune of 32% comprised of non nationals. Statistics of the same year also indicated that annual population growth rate was at 1. 39%. In accessing the composition of the Bahrain population by ethnic background it was established that Bahrainis recorded the largest proportion at 63%, Asians were next with 19% while the Arabs and Iranians were 10% and 8% respectively. The US department of State estimated that Islam is the religion observed by approximately 98% of the total population. It also estimated that other languages used in addition to English and Arabic included Farsi and Urdu. A unique characteristic of the education system in Bahrain is the fact that although it is not compulsory, it is offered for free at all levels. Estimates taken in the period 1991 to 2001 indicated that there was a high rate of school attendance at 84%. In the year 2003 it was established that the overall adult literacy levels for those aged 15 years and above stood at 89. 1% while the rate differed across the genders. (Bureau of Public Affairs, 2007). Males had a higher rate at 91. 9% while females registered a lower rate at 85%. Bahrain finances her citizen’s educational needs from incomes attained from her generous investment in oil reserves. The importance of the year 1920 in as far as the education of Bahrain cannot be underscored as it was at this time that the first public school which served both sexes was introduced. There are 2 universities or high learning institutions where people are able to improve their credibility levels in the job market. To cater for the health needs of her population there is a health science college which offers specified skills in the various medical fields like nursing, pharmacy. According to the 2007 statistics the infant mortality rate was at 16. 18 deaths/1000 live births while the life expectancy for males was 5 years lower than that of the females which was 77 years. Statistics from 2006 estimated that approximately 352,000 people formed the Bahrain labor or work force out of which a tune of 44% was foreigners. The US department of State also estimates that Bahrain is among the highly dense populated states and most of her population settled in the capital city Manama. A considerable percentage of Bahrain’s workforce is comprised of foreigners due to the ‘foreigner – friendly’ policies by the government. Although the naturalization process evokes contrasting views among the Bahraini’s it has seen approximately 10% of the total populations attain Bahraini nationality. Critics argue that the procedures or rather criteria applied could jeopardize the country’s security especially when foreigners previously working with sensitive departments like security are naturalized. There are 2 types of Muslims in the Bahrain state. About 2/3 of the people from the indigenous group are shi’a Muslims while prominent people in the society like the ruling family, numerous members of the government and the military as well as leaders in the state form the Sunni Muslim. (Bureau of Public Affairs, 2007). According to the CIA world fact book, the birth rate using 2008 estimates was 17. 26/1000 population while the death rate at the same year was at 4. 29deaths/1000 population. The rate of net migration was estimated to be 0. 4 migrants/1000 population. CIA also estimated that the sex ratios for the total population stood at 1. 25 males/females in 2008. 2008 estimates also had it that the total infant mortality rate was at 15. 64 deaths/1000 live births while that of females was at 12. 93 deaths/1000 live births. In 2006, the school life expectancy of both primary levels to tertiary education was 15 years though it varied across the genders with males recording a lower expectancy at 14 years while females lagged behind at 16 years. 2001 statistics indicated that approximately 86. 5% of the total population could read and write with males recording a higher rate at 88. 6% and females at 83. 6%. In 1991 the government spent approximately 3. 9% of the GDP to finance the education sector. (CIA,2008). The government in Bahrain is a constitutional monarchy with 5 administrative divisions namely Asamah, Janilyah, Muharraq, shamliyah and wasat. She attained her independence on the 15th of August 1971from the UK. In 2002, on the 14th of February she adopted a constitution that was to be followed. The laws consist of the English law but blended with the Islam laws. The universal suffrage is at 20 years meaning any one above that age has the right to vote. There are three branches of government, the executive, legislative as well as the judiciary. The executive is comprised of the King Hamad bin Isa al- Khalifa who took over in March 1999. the king is the chief of the Bahrain state. The Prime Minister Khalifa bin Salman al Khalifa is the head of government and he has held this position since 1971. The monarchy has the responsibility of appointing the cabinet and the prime minister too but the monarchy is hereditary. (CIA,2008). King Hamad Isa al- Khalifa succeeded his father who died in 1999 after being in power for approximately 38 years. King Hamad can be commended for various reforms in Bahrain especially his zest to introduce democracy by changing the current system that was purely a ‘hereditary emirate’ to a ‘constitutional monarchy’. (CIA,2008). His efforts precipitated to a referendum in 2001 for the National Action Charter which approximately 94. 8% of the Bahrain voters endorsed. Another significant act by King Hamad was setting free of most political detainees and prisoner most of whom had been exiled, detained or imprisoned from as early as in the 1970’s for posing ‘security threats’ to Bahrain. Kind Hamad did away with the state security law and court which made it possible to detain people for up to 3 years without trial. The constitutional reforms Hamad introduced saw to it that a bicameral parliament which had a representative from the lower house was operational. Another aspect different from what was initially the trend was the creation of an independent body which was to act as ‘watchdog’ over corruption allegations such as the embezzlement of public funds. This was a way of increasing accountability and transparency in the region. (Bureau of Public Affairs, 2007). Hamad’s efforts were however not without challenges as for instance there were protests against the provisions he enacted on the constitution from members of the Shi’a community. The 2002 election made a mark in the political history of Bahrain as it was at this time when the first woman was elected in parliament. The legislature branch comprises of the 40 member consultative council and the 40 member chamber of deputies. The election of the two councils is different in the sense that the former is elected by the kind while the latter is determined through a direct election. Elections are held after 4 years with the last one in 2006. The judicial system of Bahrain is comprised of a combination of courts adhering to the English laws as well as the Islamic laws or religious and tribal laws. Hamad also made significant reforms in the judiciary when he set a separate branch to over see it. The king’s son or crown prince is the head of the commander in chief of the state’s defense force and the king’s successor. (Bureau of Public Affairs, 2007). Democracy in Bahrain, however is limited to the fact that political parties are discouraged and this had been the case for many decades but with the rise of Hamad to power political societies were allowed to operate (CIA) According to the CIA world fact book Bahrain attracts foreign direct investment a factor that has made various multinational companies settle there and carry out business. This is to the country’s advantage economically. Similar to other gulf countries the role of petroleum in stirring economic growth and development cannot be underscored. It is estimated that petroleum products attribute to over 60% of her total exports which contribute to a tune of 70% of the total government revenues. The petroleum industries directly contribute to approximately 11% of the country’s GDP. Bahrain is also rich in aluminum which is the second largest export. (CIA, 2008). The US department of state noted that other natural resources in Bahrain included textiles, natural gas, fish and pearls. (Bureau of Public Affairs, 2007).