Review of Literature Essay Example for Free

Review of Literature Essay 2.1Introduction This chapter reviewed the available literatures written on this topic and in other related areas in this chapter. This was made possible by the identification, collection and review of these literatures from various sources such as text books, journals, reports and the internet. 2.2The Concept of ATM ATM is typically made up of the CPU for controlling the user interface and transaction devices, magnetic or Chip card reader for identifying the customer, display which is used by the customer for performing the transaction, function buttons usually close to the display or a Touch screen used to select the various aspects of the transaction and a record printer which provides the customer with a record of a transaction (Cronin and Mary, 1997). Most ATMs are connected to inter bank networks, enabling people to withdraw and deposit money from machines not belonging to the bank where they have their account or in the country where their accounts are held thus enabling cash withdrawals in local currency (Maxwell, 1990). They are often identified by signs above them indicating the name of the bank owning them. 2.2.1Evolution of ATM ATM is said to have evolved from early cash dispenser and is said to have first been introduced in the early 1970’s. The dispensers were operated by a token inform of a punch card. This enables a customer to withdraw as sachets of suitable values of bank notes. These sachets processes and then return the card to the customers. Another source has it that ATM concept was started around 1967, and that it was first installed in Endfield town, on the London Borough of Endfield by Barclays Bank. Thomas (1996). This is said to have been accredited to John Shepherded Baron, although George Simon registered patent in New York and Don Wetzel and two other Engineers from Docatel Company also registered patent in June/ April 1973. Brendan (1996). This in the second generation was improved to the extent that made it possible to count proved money. 2.2.2Operation of ATM ATMs typically connect directly to their ATM Controller via either a dial-up modem over a telephone line or directly via a leased line. Leased lines are preferable because they require less time to establish a connection. Musiime and Biyaki, (2010). It is observed that, most modern ATMs, the customer is identified by inserting a plastic ATM card with a magnetic stripe or a plastic smartcard with a chip that contains a unique card number. Security is provided by the customer entering a personal identification number (PIN). For one to access ATM service, he/ she (the card holder) has to insert the card (magnetic strip card) into the machine (ATM), which then reads the strip and makes contact with the central computer to confirm the genuity of the card which is either accepted rejected depending on whether it is valid or not. When accepted, the customer then punches his/ her PIN number which is then verified according to its compatibility with the information stored in the card. After w hich it then perform the service requested of like (issuing cash, accepting cash/ cheque deposit, balance enquiry, mini-statement) etc, and finally ejects the card. 2.3Effectiveness of ATM Without usage of technology the banking sector cannot provide customers with effective services (Patricio et al., 2003). Effective service delivery is a new or significantly improved service concept that is taken into practice (Drake, 2001). Customer expectations concerning service encounter experiences and service delivery mechanisms as well as the entire concept of what constitutes quality service are therefore key issues that need to be considered prior to the implementation of any structural change. Patricio et al. (2003). Effective service delivery is a service product or service process that is based on some technology or systematic method. It can be a new customer interaction channel, a distribution system or a technological concept or a combination of them. (Kelley et al. 1990). Kumbhar (2011). Observed that effectiveness of service provision have a significant relationship with overall customer satisfaction. Effective service delivery is positively related to customer satisf action in that, when a customer perceives that the delivery mode of the transactions that the bank is supposed to offer is quite good, the more the customers will be satisfied with the bank services. The Concept of Customer Satisfaction Cacioppo (2000) defines Customer satisfaction as the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service as quoted by MALCOLM (2008). Increased customer expectations have created a competitive climate whereby the quality of the relationship between the customer and bank has taken on a greater significance in some cases than the product itself. (Musiime and Biyaki, 2010). Krishnan et al (1999). Point out that, the banking industry strives to succeed by putting the topic of rapid and changing customers needs to their agenda. This can be achieved through good customer care and offering attractive services or products that other competitors may not offer. Therefore, customer satisfaction is seen as a key performance indicator within business. The concept of customer satisfaction occupies a central position in marketing and practice (Cardozo, 1965). Customer satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance or outcome in relation to his or her expectations. (Musiime and Biyaki, 2010). In summary, Customer Satisfaction is the actual meeting of customer’s expectation after he or she has completed consuming a product or service. 2.4.1 Who is a Customer A customer is the most important visitor on our premises. He is not dependent on us. He is not an interruption to our work. He is the purpose for it. He is not an outsider on our business rather he is part of it, we are not doing him favor by serving him rather he is doing us favor by giving us an opportunity to do so. Wasswa, (2003). Pg 35. He further described a customer as one that enables the organization exists. They are the purpose of our business. In my own view, I believe that, customers are the heart, the life and the soul of our businesses, without whom we can’t hold even for a second to exist in business. Hence they should be accorded utmost respect and care when rendering service to them. 2.4.2Importance of Customer satisfaction Khirallah (2005) defines customer satisfaction as; a customers perception that his or her needs, wishes, expectations, or desires with regard to products and service have been fulfilled. Consumer satisfaction in short can therefore be defined as an evaluative process that contrasts pre-purchase expectations with the actual perceptions of performance during and after consumption experience. In summary, Customer Satisfaction is the meeting or even exceeding of a customer’s expectation after the use product. The outcomes of satisfying a customer are:- Customer loyalty- LOYAL customers are those who have the enthusiasm about the brands or products they use. The more enthusiastic a customer is, the higher the profit contributed to the brand. (MALCOLM 2008). Musiime and Biyaki,(2010). Loyalty is a combination of intentional repurchase behavior and psychological attachments of a customer to a particular service provider. The fundamental assumption of all the loyalty models is that ke eping existing customers is less expensive than acquiring new ones. In summary, Loyalty is customer’s demonstration of faithful adherence to an institution despite the occasional errors. Thus satisfying a customer is very paramount to organizations existence. Customer retention- Customer Retention is the ability to hold on to customers over time. Joseph and Stone (2003). Customer retention is the activity that the selling organization undertakes to reduce customer account defections. It can also be described as a series of actions that the selling organization undertakes to reduce defections. Musiime and Biyaki, (2010). Ganesh et al., (2000)., observed that, long-term, customers become less costly to serve due to the bank’s greater knowledge of the existing customer and to decrease serving costs. They also tend to be less sensitive to comparative marketing activities (Czepiel, 1990). Loosing customers not only leads to opportunity costs because the reduced sales, but also to an increased need for attracting new customers which is five to six times more expensive than customer retention (Joseph and Stone, 2003). 2.4.3The relationship between ATM use and Customer satisfaction Earlier research by Brownlie (1989) has recommended that some consumers have positive attitudes towards ATMs based on dominant perceptions of convenience/accessibility/ease of use. As observed by Malcolm (2008). On the other hand, Reichheld and Sasser (1990) have recognized the benefits that customer satisfaction delivers to a bank. For instance, the longer a customer stays with a bank the more utility the customer generates. This is a result of a number of factors relating to the time the customer spends with a bank. Without usage of technology the banking sector cannot provide customers with a satisfactory service (Patricio et al., 2003). Effective service delivery is a new or significantly improved service concept that is taken into practice. Musiime and Biyaki,(2010). According to, Patricio et al. (2003) customers will use different service delivery systems dependent on their assessment of each channel and how it contributes to the overall service offering. Hence service satisfaction will not merely be based on isolated service encounters and experiences but rather on the overall feelings of satisfaction. With automated teller machines networks already in place in most of the urban areas, the drive is now focused towards the rural areas where the use of automated teller machines is still uncommon. Musiime and Biyaki,(2010). 2.5Conclusion From the review of literature, it can be observed that the operation and use of ATM services in the financial sector, has contributed a lot in changing the way in which financial services and products are being delivered to the banks clients. As the say goes that, for every step forward (development), a lot of challenges must have been faced, fought and overcome. Thus the development of ATM saw the emergency of some challenges for the industry as customers keep demanding for better service, while the financial institutions are very busy searching for the most efficient way by which they can improve on their service provision.

Writing Flaws Displayed in Steinbecks Sweet Thursday :: Steinbeck Sweet Thursday Essays

Writing Flaws Displayed in Steinbeck's Sweet Thursday Steinbeck's novel takes place on the coast of California, centered around one town: Monterey. When Doc returns home from war, Mack, one of his closest friends, tells him the stories of all the people who used to and still live in their town. Lee Chong, another one of Doc's closest friends, has moved away, and Joseph and Mary Rivas have taken over the grocery story. Fauna, whose original name is Flora, has taken over the Bear Flag, which still remains to be a prostitute house. Doc then comes to understand that through time, many people have changed. Doc is a middle-aged man who begins to experience great discontent and tries to understand life's purposes. In addition, Doc is struggling with writing an informative paper about marine biology. The people of the town see his discontent, so they try to devise plans to make Doc happier, the way he used to be before the war. Doc's main interest is Marine Biology, which is his occupation, so he decides to take a trip to La Jolla in order to search for octopi and have time to think. Upon returning, he meets a new girl named Suzy. Suzy is the newcomer to the Bear Flag. She fits into the town well, but just doesn't seem like she quite belongs at the Bear Flag. Doc, who was never interested in women or love before, begins to take an interest in Suzy, as Suzy does in him. This is the point were the entire story changes. Doc's focus starts to be on Suzy, which causes him to be happier. The town sees his happiness and starts to try to make Doc and Suzy close enough to where they would want to get married. Though many problems and mistakes occur, Doc and Suzy are faced with many struggles, mainly on one day, Sweet Thursday. However, the issues of this day result in the way that they both wish their lives to be, which is together. The story line of John Steinbeck's novel, Sweet Thursday (1954), is directly correlated with the author's style of writing. This change detracted from the overall enjoyment of the book. There are three main flaws that Steinbeck displayed in the novel that show this: a premature climax, an incomplete motif, and an unfinished conflict. Small town issues, incidents, and all of the characters begin the novel as the centered focus, which gives the reader an insight to all of the characters and their personalities.

The world

There are too many parts In his recordings that do not make sense that lead me to my decision. The accounts of Pocahontas are a major factor that many say make Smiths works not credible. When John Smith was kidnapped by the King of the Photostat Tribe, Pocahontas' dad, they were about to kill him then and there. Side note: they kidnapped Smith just to kill him instead of ailing him during the battle between Smiths men and the Native Americans.Why would they spear Smith's life after they killed all his men? Anyways, right before the King & his men were about to kill him, weapons drawn, this young girl Jumps in and shields Smith from the men. â€Å"Pocahontas with no appeal or petition got his head in her arms and laid her own upon his o save him from death. † She happened to be the king's daughter. She was so brave that she risked her own life Just to save a stranger that was an enemy In her father's eyes. But John Smith does not give us any time of season why Pocahontas did th is for him because when Pocahontas covered him they didn't kill him.Later in the story he records how after he was released, Pocahontas was providing him with food and other things so he wouldn't starve to death. But yet again Smith doesn't record why she is doing this for him, making a reader like me suspicious about his credibility. Maybe she had a crush on him but I don't think they were secretly in love because she was probably too young for him. Throughout Smiths writings in â€Å"A General History' & his accounts of Pocahontas, e makes mostly everything seem to not be his fault.He doesn't tell us or explains to us the wrong decisions he made that lead to his close encounters with death. He makes It seem like he was o innocent. He was proud, arrogant, and boastful, writing in 3rd person about himself, removing himself away from the narrative. He TLD care about the other tribes around his area, stealing food and necessities from them. Even though it was for the good of his own colony or group of people, it still isn't right to steal from others and sin like that, then go on to write about Religion and how people should go about it in the â€Å"New World. Most likely the other tribes will fight back. I question if Smiths recordings of Pocahontas are real because how can Smith get kidnapped & released all because a girl he never met shielded him. Pocahontas saved him and now he gets to go? Why didn't the king search for him? It's funny because Smith refers to the king as a devil and refers to the Native Americans as â€Å"Barbarians. † How was the King the devil if he spared your life and traded with your colony In the future?I think Smith was captured then released on a deal that was dad between him and the King, probably a deal to help the Photostat tribe out because Smith was a smart resourceful man. I don't know why he had to put the Pocahontas story into his recordings instead of just telling the truth, because that accounts of Pocahontas in hi s 1607 recordings, but he mentions the Photostats. It wasn't till his 1624 recordings 20+ years later, that he mentions Pocahontas long after she died. So now we don't have any witnesses or any accounts from Pocahontas about what really happened or if the story is fabricated and never actually appended.I believe Smiths accounts in â€Å"A description of new England† are credible. He drew maps for future colonies and focused heavily on religion, encouraging people to come to the New World. But I do not think he cared about any of these things. He probably wanted people come to so he could make money by promoting the World, because maybe somebody was paying him. He probably sold the maps he drew to the people he was recruiting to come to the new World. To conclude my paper I tell you again that I do not believe that John Smith was a reducible writer.If he explained the things that happened in the Photostat tribe more thoroughly, I think I would have a change of mind about his c redibility. Why would a young girl who is a stranger to Smith save his life twice for no reason? Why wouldn't Smith explain why she does these things? The king released Smith and later became friends with him, why? That makes no sense. A normal person would be confused as am while reading this. As I said if one story isn't believable, it makes me question all his other accounts of what happened. The World The world’s biggest software maker felt that it had been robbed, so much so that they posted a high-level summary of 235 patents that were allegedly violated by Free and Open Source Software (FOSS), including the Linux Kernel, Samba, OpenOffice. org, and others . Microsoft does not play when it comes to patent infringement, but did they have a case? †Ã¢â‚¬ ¦ So if Microsoft ever sued Linux distributor Red Hat for patent infringement, for instance, OIN might sue Microsoft in retaliation, trying to enjoin distribution of Windows.It's a cold war, and what keeps the peace is the threat of mutually assured destruction: patent Armageddon an unending series of suits and countersuits that would hobble the industry and its customers. † (Parloff may 28, 2007). Shortly after that, Microsoft entered into a series of three contracts with Novell, one of which was a patent agreement that basically said, â€Å"Don’t sue us and we won’t sue you. † So now the qu estion is â€Å"At the time of the scenario, some dire consequences were predicted for FOSS. How has FOSS fared since then? † From what I have researched so far FOSS generally has still faired fairly well through the whole ordeal.The GNU still viewed as a pinnacle for open source software and distribution. The Deal with Novell was made to walk around the GPL of the GNU and expose loop holes for Microsoft’s gain but also creating a pressing dilemma for the GNU. The deal struck between Novell and Microsoft was a â€Å"we don’t sue you and you don’t sue us† which indicates that not only was FOSS involved in patent infringement but also Microsoft. The Deal included over 200 million dollars to Novell and 43 Million to Microsoft for â€Å"license distribution† of Novells’ Server software.Linux has grown from its earlier days as a fringe operating, evolving more and becoming more wide spread as a use for servers. What impact have these event s made since then, or will they make? The threat of a lawsuit had little if any impact on the free open source market at all. People continued to download just about anything these days. Why you ask? It simple, FOSS has good quality codes that can be changed, shared, copied at will, and downloaded. It's adaptable and it can be tailored to perform almost any large-scale computing job and it is almost crash proof.Software that is free is good to anybody no one can deny that. Many individuals that used open source applications on their smart devices, as well as large companies which use these applications for daily activity for their need in their company. FOSS is great for everyone because it can be shared, copied, changed and of course downloaded. FOSS is not going anywhere just for the reason being that it’s free. Has FOSS been hurt, helped, or neither? Big corporate companies have been changing their philosophy on open source software since Microsoft posted their findings in 2006.Major corporations like IBM, Oracle and Google have been using FOSS. They are big allies to FOSS so in my opinion I think it has helped them because then other small companies that actually look up to these powerful corporations would later start using FOSS. When something is starting to being used and downloaded on a constant basis, this means it’s becoming popular and it is in high demand. So it has helped them since then. Free software is great, and corporate America loves it. What in FOSS’s or Microsoft’s actions against FOSS has changed since then?Microsoft actions towards FOSS since then allegations were published is to get paid, the company is trying to still get royalties from developers that use FOSS. After the deal between Novell and Microsoft, Novell continued getting open source software getting their royalties and charging for them instead of being free. Microsoft did not sued FOSS but are lobbying their hardest (unsuccessfully I might add) in getting most of the large corporations to not join or ally themselves with FOSS. Bibliography Parloff, R. CNN Money, â€Å"Microsoft Takes on the Free World. † Last modified may 28,2007. Accessed July 29, 2012. http://money. cnn. com.

Urban Agriculture In Cuba Essay - 1725 Words

Sustainability and Security with Urban Agriculture in Cuba Many people know Cuba for its cigars and rum, both products made from the two major agricultural products grown on the island, but Cuba has made headlines for something different in the past decade: urban agriculture. Before the Soviet Bloc collapse in 1989, the bloc â€Å"accounted for eighty-five percent of Cuba’s trade, and with its collapse, Cuban imports dropped by seventy-five percent†¦Ã¢â‚¬  (Altieri 131). One of the major imports from the Soviet Bloc was Russian oil, which fell by almost fifty percent after the collapse causing Cubans to reassess farming techniques. â€Å"Officially called the Special Period in Time of Peace, the ongoing economic crisis has had a devastating impact on†¦show more content†¦Finally, empresas estatales are â€Å"large farms run as state enterprises, many with increasing decentralization, autonomy, and degrees of profit sharing with workers† (Warwick). Since urban agriculture began in Cuba, a Spanish speaking countr y, most of the terms are in Spanish without English translations as the practice is still becoming popular in English speaking countries. Before the Special Period, Cuban agriculture relied heavily on chemical pesticides and fertilizers to tend to the monoculture, mega-farms that only focused heavily exports; however, during the Special Period, farming techniques shifted to a more sustainable and local production. During the Revolution, â€Å"†¦pesticide use increased fourfold. By 1989, [the year of the Soviet Bloc collapse] Cuba’s consumption of herbicides and pesticides was close to 34,000 tons per year, and herbicides were being applied to approximately one-third of the country’s cultivated land† (Gonzalez 708). With this high use of chemical based pest control, Cuba’s agricultural system was vulnerable to any changes in trade relations with the Soviet Bloc. Consequently, when the collapse occurred in 1989, Cuba had to find new ways to control pests, and the solution contained multiple parts. In the 44th Street organoponico, â€Å"†¦sorghum is grown all along the periphery of t he garden as a trap for bugs†¦ [along with] companion planting, the practice of planting in bands of different colors to confuse theShow MoreRelatedComparative Foreign Policies of Cuba, Costa Rica, and Usa1482 Words   |  6 PagesComparative Foreign Policies of Cuba, Costa Rica, and the U.S.A: The Case of Health Care Policy and Outcomes The United States currently runs an inefficient and expensive healthcare system that provides limited support for its citizens. The problem stems from placing economic benefit miles in front of practical wellness of its people. Other countries, some considered â€Å"third world†, have done the reverse. 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