Difference Between Management Skills and Entrepreneurship Essay

What do you think is the difference between management skills and entrepreneurship?. How do they contribute to the economic success of a business? Management skills is about making an existing business work effectively and efficiently, organizing and coordinating the activities according to certain policies and achieving clearly defined objectives (i. e. vision, mission). Usually, the foundation of the business has been laid and established. It involves planning, controlling, leading and directing and the managers are usually focused on managing and growing the business Entrepreneurship is someone who transforms innovation into a business process especially for market which never exists, often associated with uncertainties. An entrepreneur will look for changes, respond to it and seize it as an opportunity. The next step is to assemble a team, locate resources, raise the needed capital and start the new business idea. An entrepreneur is flexible in adapting to the rapid changing to the market conditions and ideas which are important factors in developing strategies for a company’s growth. The economy has become more competitive and more demanding, thus the pressure of having the best management skills and entrepreneurship skills are becoming more important. Management skills will ensure that an established organization is managed effectively and efficiently towards achieving clearly defined objectives.

Employee Empowerment and Motivation Essay

Employee empowerment is â€Å"the process of enabling or authorizing an individual to think, behave, take action, and control work and decision making in autonomous ways. It is the state of feeling self-empowered to take control of one’s own destiny† (Heathfield, n.d., 1). In other words, giving the employees the power and ability to make decisions that affect not only their department but the company as a whole as well. Empowerment has become an increasingly used human resources (HR) catchphrase when analyzing the corporate world of today. Empowerment of the employees can increase employee morale, improve company performance, and improve employee relations, however is not an overnight process. All levels of employees, supervisors, and executive management have to work together and be properly prepared in order to make an empowerment program successful. Improving Employee Morale In many corporate organizations, the lower level employees often feel unappreciated and underutilized. Often, employees can feel like just another number, destined to do the same thing day after day with all decisions being made by upper management. When companies adopt an employee empowerment approach, these feelings can be reduced or even eliminated. Allowing, and even mandating employees to have a say in company decisions makes them feel important to the success of the company. Employees want to be heard and they want their opinions to matter. The most effective morale booster is for an employee to see his or her idea become a company policy. When this happens, the employee feels more valued and being recognized as an important contributing part to the company. Improving Company Performance Another benefit of employee empowerment programs is usually a noticeable improvement in company performance. The simple explanation for this fact is that employees who are most familiar with the day-to-day processes have the best hands on knowledge to be able to implement educated changes and improvements to those processes. Often, many members of management and the corporate officers are hired into their jobs based on education and experience with other companies; they often never worked their way up within the current company and have therefore, never experienced the day-to-day processes. Therefore, decisions made by those officers are often solely based on hypothetical situations and projected  profits; they are often so focused on the bigger picture that they overlook the details. However, when the employees performing the job are asked to make decisions, they look at from the bottom and up and take those forgotten details into consideration. Improving Employee Relations When employees are not involved in company decisions, often they operate within their own confined department. Often, the employees take actions without thinking about the repercussions of their actions to other departments; this is done mostly out of lack of communication of what those repercussions might be and not understanding how each process inter-relates. When employees are given the empowerment to make company decisions, it encourages open communication. Once employees know that they are going to be held responsible for their decisions and that those decisions will impact the whole company, they will take the time to work with other departments to investigate how things affect the company as a whole. This serves to not only achieve better decision making but also opens lines of communication and strengthens the company feeling of being more of a family unit. Making Preparations For Employee Empowerment Although employee empowerment seems like a simple concept, it cannot be implemented without preparation. All levels of employees within the company must be prepared and in agreement with the idea in order to make it work. Expectations must be communicated from the top most levels of management down to the base employees and vice versa in order for empowerment to work. Flat OrganizationOne of the first steps in successful employee empowerment programs is the flattening of the organization structure and its organizational chart. When the organization has too many decision makers and not enough line employees, conflict is inevitable and empowerment will not be successful. This change in organization may include the restructure of elimination of jobs to eliminate the dictatorial chain of command and bring all employees closer to the result. This transference of responsibility to the employees allows management to focus on other things such as researching new ideas and processes that are presented by the employees. Employee and Management ResistanceWhenever a company adopts an employee empowerment program, resistance from all levels is expected. Supervisor and Management level employees will often resist empowerment programs because they feel are giving up control that they worked hard to achieve. The human nature to enjoy a feeling of control and empowerment threatens that control. Supervisors and managers must be counseled in advance to make sure that they understand that their input is still crucial and important and that empowerment of their employees will be for the betterment of all parts of the company. One would think that employees would jump at the chance to participate in employee empowerment programs. However, many employees often balk at the opportunity. They often lack the self-confidence to make decisions they know will affect the whole company. Others believe that empowerment is just another word to justify piling more responsibility on the employees. According to Abrahamson (2004) in which he discussed how organizations can go through change overload and how employees can experience change fatigue and burnout. To prevent this, employees must be convinced of the positive effects of employee empowerment. The company must strive to make the employees understand that the program is being implemented because the company values their experience and opinions and truly values their input. EducationOften, both management and employee resistance is caused by the feeling the employees do not have the knowledge needed to make the proper decisions for the company. Education is the key answer to this fear. By educating the employees about the company as a whole and the operations of those outside of their own department, confidence in the employees’ decisions is heightened. Education about the empowerment process in general will also help to quell fears by clearly defining everyone’s role within the company following the changes so that everyone knows what is expected of them and is confident with their future within the company. Conclusion Employee empowerment is an important part of the successful operation of today’s organizations. By allowing the employees to have in an  input in company decisions not only lifts their morale, but more use of their experience and knowledge with day-to-day operations to make better decisions. This allows the company to service their clients better and ensure the continued success of the company within their market. Companies looking to start empowerment programs should take the time to educate employees completely and discuss the program benefits with all employees at all levels. This will help ensure that all employees are committed to the program and to ensure its success. â€Æ'References Abrahamson, E. (2004), Change Without Pain. Boston: Harvard Business School Press, Retrieved April 4, 2009 from http://www.referenceforbusiness.com/management/Tr-Z/Trends-in-Organizational-Change.html. Heathfield, S.M. (n.d.). Human resources: Employee empowerment. Retrieved April 4, 2009 from http://humanresources.about.com/od/glossarye/a/empowerment_def.htm.

The relationship between everyday and laboratory-based research works Essay - 1

The relationship between everyday and laboratory-based research works to ensure the latter is not sterile. Discuss with reference to at least one area of memory research - Essay Example y in real life settings (this is the argument)(Minear, n.d.).(In-text citation for the remarks â€Å"how did you know that--i need some acknowledgement please...†) Everyday memory approach is a type of research method that involves the study of real-life memories of the subject’s past (McDermott,Szpunar, & Christ, 2009). It employs the use of cue words as a starting point to trigger the recall of a related memory (McDermott et al., 2009). The highlight of this method is that it involves the completion of a task that occurs naturally in the real world (Minear, n.d.). It is usually used by researchers when laboratory research â€Å"...is unrealistic, cost-prohibitive or would unduly affect the subject’s behaviour...† (Kendra, n.d.). The advantage of this method is that it permits the study of variables that cannot be manipulated in the laboratory.It strengthens the external validity of the study, and the results obtained are usually generalizable (Kalat, 2008). This technique, however, has its own set of disadvantages among which are less control over study variables, requires longer contact with subjects, as it usually take s longer for people to form a vivid picture of the events they are recalling, and the research usually takes a longer time to finish (McDermott et al., 2009). The use of everyday memory method has been met with many criticisms. Banaji and Crowder (1989) labeled it a â€Å"...superficial glitter...that should not be allowed to replace the quest for truly generalizable principles,† while Alterman (1996) found incorporating â€Å"...everyday memory to a correspondence metaphor...problematic†. Kvavilashvili and Ellis (2004) defended the said technique and asserted that everyday memory yields sound results and can be generalize as information acquired as representative of the study population. This method is also the method of choice in investigating memories influenced by emotional and reconstructive factors, such as flashbulb memories (Lanciano &

Discovery of the unconscious Essay Example | Topics and Well Written Essays - 500 words

Discovery of the unconscious - Essay Example Nietzsche stated that psychology is the core of the sciences but it was affected by religious, social and cultural prejudices (Watson 996). And this played a significant role in the development of the concepts that formed the foundations of psychoanalysis. This is because for the generations before the Age of Reformation in Europe, religion and spirituality was used to explain everything. Issues like mental illness was seen as some kind of punishment and these are Biblical images that are related to curses and negativity being connected to people who do bad deeds. Thus, at the end of the Middle Ages, whilst the natural and physical sciences developed, aspects of the soft sciences like psychology took a longer time to be accepted into mainstream society. Earlier researchers who sought to develop concepts and ideas that were used in the development of the unconscious came up with various approaches. They based their arguments that the self is double, there was the normal mind and the deeper mystical and esoteric self which had been explored by members of Eastern and oriental religions through meditations and other practices. One thing that was universally accepted was that the â€Å"second† self influenced peoples behaviours and feelings. Great philosophers like Pascal, Hobbes and Edgar Allen Poe mentioned issues relating to the â€Å"second† self which has become known as the subconscious mind. Some earlier philosophers sought to find linkages between external environmental factors and the mind. Some scientists like Franz Anton Mesmer (1734 – 1814) postulated that just as the appearance of the moon caused the tides to rise, there were bodily fluids in irrational or mad people that also rose during the full moon. This thereby caused the impetus for the concept of â€Å"lunatics† (pertaining to the moon). Other approaches came forward and these were based on issues like hysteria and its logical linkage to female sexuality since most of the victims were

Strategic Marketing Essay Example | Topics and Well Written Essays - 1000 words - 6

Strategic Marketing - Essay Example ters five forces is that it puts pressure on businesses to improve products, services and the organization itself by implementing new â€Å"methods, technologies, and techniques† to improve quality and to cut costs (Miller 2000, p. 101). In practice we have seen these five forces in action. For example, Japanese automakers have taken the lead from Toyota and entered the Western markets. Likewise, European suppliers like Bosch and Valeo have entered the market in Asia. In another example, shortages in steel and aluminum together with higher prices have put increasing pressure on suppliers with the result that they have decidedly settled for decreased profits (Simon 2009, p. 195). Founder of Boston Consulting Group, Bruce Henderson theorized that competition is natural and in its natural form, competitors must refrain from competing in exactly the same way and the same place and the same time. The fact is, it is the differences between competitors that that give one competitor an advantage over the other or others (Stern and Deimler 2006, p. 4). There is a large variety of competitive elements with an equally large number of variables. These variables include, size, conduct and traits that are not coincidental but entirely â€Å"inevitable† (Stern and Deimler 2006, p. 4). This is natural competitor which exhibits a number of observable patterns including the fact that some competitors will constrain the natural factors of competition and therefore alter it. As a result, the â€Å"frontiers or boundaries of competition parity† will be in a constant state of change (Stern and Deimler 2006, p. 5). As a result of these changes, there will be persistent tensions when competition is equal and little if any tension where there is superior competition. An uneven military conflict serves as an appropriate example. In the application of Stern’s theory, competition drives firms to watch their respective industries and to make changes necessary for creating

Effects of Population Density Essay Example | Topics and Well Written Essays - 1500 words

Effects of Population Density - Essay Example Overall, the population grows in the world, and the population density becomes higher, especially in urban areas and large cities. In addition to physical population density, researchers identify another type of population density known as psychological state of crowding. Therefore, while discussing the topic of population density it is important to take into account not only pure statistics on density, but also the individual’s perceptions of crowding (Jain, 1987). Physical population density may cause negative effects on human behavior associated with intrusion to their territory, abuse of their personal space and/or breaking of their privacy. This paper aims to provide a more detailed analysis on how the concepts of territoriality, privacy, and personal space have become increasingly important as populations become denser. Also, this paper aims to examine the concept of noise and how it affects individuals. Privacy is an integral need of any individual, as it is â€Å"right to be left alone† (Ogden 2008, 20). With the development of Information Technologies and globalisation, the concept of privacy has been extended significantly covering thus the issues of private communication, surveillance, corporate monitoring, etc. Practically all people expect privacy in their lives as this is one of the fundamental human rights declared in the Universal Declaration of Human Rights (Ogden 2008). However, despite such a strong legal buttress, privacy as the human right has many different threats, varying from political and technological to social changes. One of such threats is increased population density (Ogden 2008). Territoriality initially was an important political and geographical term. Nowadays, it is widely adopted in environmental psychology and implies a concept whereas an individual organism or a group of organisms attempts to control a specified territory (Bortman et al., 2003). In other

Digital Media Platforms and Education Research Paper

Digital Media Platforms and Education - Research Paper Example The current developments an advancements in technology have greatly shaped the forms of communications used in education today. Unlike the traditional systems where the instructors had to be physically present in a class room in order to facilitate a lesson, the paradigm shift to the use of digital media have made this element redundant. The application and implementation of digital media in the learning process has offered a wide range of methods by which instructors and students can relay information (Mateer, 2013). For example, the internet and features such as teleconferencing can enable teachers to interact with their students at without necessarily meeting at a central place. This feature allows for all features of a normal classroom situation such as active student participation and the ability to ask immediate questions where a student may need further clarification. It only eliminates the aspect of physical presence. In addition, the technological improvements of digital med ia have also enhanced the speed at which information is passed on from the participants in any learning activity at an institution. This aspect subsequently improves the speed at which students learn and also the depth of knowledge covered. Digital media has also been proven to aid in the forms of communications used by the facilitators during their lessons in the classroom. Audio-visual communication is a key feature that has been brought about by digital media. Learning in the classroom has evolved from the chalk to board communication to audio-visual forms such as videos and computer slides (Belinha, 2010). A commonly used tool is the projector where instructors project their notes on a clear white surface as they explain... This paper approves that from the students’ perspective, potential disadvantages can arise while making the decision between the classroom education and digital learning. For digital learning, students need a lot of discipline and dedication in order for them to sit at a computer screen to listen to lectures, doing and completing any given assignments with respect to deadlines and more so assigning time and a proper schedule to study and conduct research. Since immediate feedback is one of the pros of classroom education, when it comes to digital learning, the process of clarification of any unclear information will take a longer time. Many scholars have also argued that the introduction of digital learning has slowly eradicated the traditional ‘feel’ of having a teacher stand in front of a class to give a lecture. This has a potential detrimental effect on students as it denies an immediate and natural interactivity with the facilitator that could actually enhance their learning capability and understanding. This essay makes a conclusion that even though there are a variety of opinions on the impact of digital media in education, studies conducted and personal experiences have shown a general improvement in the education system that has been brought about by the use of digital media. Despite the glitches that it may have on the learning process, the use of digital media has made great advancements in the classroom and is a clear improvement from the traditional learning process.

Administration of Oxygen Therapy Research Paper

Administration of Oxygen Therapy - Research Paper Example Apparently, the said personnel have satisfied the required experience needed in the prescription and administration of oxygen therapy. The result of the administration has also been in the limelight. Nathaniel’s (2007) literature provides positive outcomes that come about with the administration of oxygen therapy. The therapeutical infusion of oxygen has provided energy, inner peace, and optimism in reviving the patients’ health. According to Velio’s literature, questionable risks have arisen from the therapy. It appraises various risks and side effects brought about to the patient requiring the emergency administration of oxygen. A final consideration is that the awful side effects of direct gas injection are not due to ozone but rather to oxygen embolization. (Velio, 2002, pg. 175) The administration of the therapy to patients with AIDS-related maladies and the like has also been addressed. According to Edward et al literature (2008), the patients diagnosed wit h AIDS and related malignancies are the ones with the emergency need of the prescription and administration of oxygen therapy among other therapies such as antiretroviral therapies. The quality of their life is also ensured but not 100% responsive due to weakened immunity of the patients. Despite our best current therapies, patients who have AIDS generally have a poor survival. (Edward et al, 2008, pg 706) ii. Qualitative research The qualitative method of research in the prescription and administration of oxygen therapy happens under-scrutinized statistical analysis. To reach subsequent conclusions, the patients needing the emergency are administered with prescribed percentages of oxygen. According to Ann et al, (2006), a number of patients were prescribed oxygen at a specific duration of time as follows 254 patients were prescribed oxygen

Analysis Essay Example | Topics and Well Written Essays - 500 words - 2

Analysis - Essay Example On the other hand, the Semite is described as a type of leach upon all that is good which the Aryan establishes. If an Aryan explores new lands, develops industry and establishes an organized peace, the Semite will soon follow seeking to get gain through some nefarious scheme or plan. A theme that is visited several times in the article is the subtle nature of the Semite. The author describes them as incapable of establishing anything in an honest manner, so they live by subtle infiltration of established societies and governments. The author describes an invasion of the Semites as not one of military might, but of one cloaked in the secrecy of financial transactions and governmental intrigue. The Semite is described as one who employs â€Å"wily tricks† to accomplish his ultimate goal, namely the overthrow of the noble Aryan so that the Semite can rule over the lovers of virtue. The final point of this reading is to show that the Semite is especially adept at mercantile trade and finance, so these areas are to be regarded with caution and mistrust by the Aryan. Drumont reiterates that the Semite is incapable of invention, so his source of power will come by controlling the worlds of trade and finance. These crafty people must not be trusted because their goal is to overthrow the race that rightly deserves to rule, namely, the Aryans.

Unwrapping Technology Essay Example for Free

Unwrapping Technology Essay Today’s educators have an endless pool of technological teaching aids at their fingertips. The Worldwide web has put teaching programs, learning apps, downloadable content, and all manner of communication at the availability of everyone. This information is readily and easily accessed. There are electronic whiteboards, video creating and editing programs, Ipads, learning games regarding all subjects, and an endless pool of help and ideas that can facilitate teaching, learning, and communication. Teachers can utilize them all to help students reach each of the standards implemented in NETS-S. The standards for this bracket include creating videos that record and document school or community functions, gather data, use digital tools and resources, use information gathering technologies, learning to identify and solve computer problems, explore curriculum from perspectives of other cultures, evaluate and determine credibility of resources, and among other things engaging in online collaborative learning projects. All standards work together to create an informed student who has the basic tools needed to become successful in a swiftly advancing technological world. Among the many standards and requirements expected to be learned by 6th-8th graders almost all of them are right on the mark and can easily be implemented in the classroom, especially number 2. Standard number 2 refers to creating animations or videos that document school or community events. This age group is constantly taking photos or videos for their own social outlets. Tapping into this type of media will be inspiring for the students and can encourage learning through a skill they enjoy and identify with. Learning through the use of technology can be a wonderful experience for students. There are many ways technology can be used to enhance lessons or engage the students, where more primitive manners of teaching such as straight lecture and note taking can be dry and quite frankly lose the interest of the students. One such tool is the electronic whiteboard. The electronic whiteboard allows the teacher to project images for their computer onto the board in the front of the class. A teacher can prepare a slide show, power point, or show movies or videos regarding the subject being taught. This can draw the attention both visual and auditory of the class. Watching a movie where a science experiment is done can be more intriguing than just listening to a speech about it. Ipads are another great tool that can be used to create an enjoyable learning experience. They can be used to play learning games or even as a manner for communication for certain handicapped students. All of the NETS-S standards and requirements are reasonable there are some that may not be implemented or may be difficult to support. For example: Creating â€Å"original animations or videos documenting school, community, or local events. (NETS-S, 2008) may be difficult if the school does not have video equipment or programs to support this type of activity. Each school will have its own set of standards and available tools that need to be taken into consideration when trying to follow standards. Teachers may have limited resources to work with but they can attempt to apply for grants from sites such as Grant Wrangler (http://grantwrangler. com/) and Teachers Count (h ttp://www. teacherscount. org/teacher/grants. shtml). The resources are out there but need to be sought out and found. The one expectation that I feel is missing from the standards are relatively fast typing skills. Typing skills can be quite a useful skill to teach and can aid students from this age group up as they begin to have more and more typed assignments given. The usage of programs such as â€Å"Word† and becoming familiar with it will also be helpful from this age all the way up to college. By giving them these two tools we are preparing them for their future. The NETS-S standards are put in place to help nurture students to evolve into capable and involved community members. The technological world we live in is changing more rapidly than ever and it is in the benefit of both student and teacher to learn and advance with the times so they can be knowledgeable and stay at the forefront of these changes. As educators it is part of our job to prepare students for their future, and much of our future lies in technology, NETS-S is helping us do that. Reference: NETS-S . Retrieved from http://www. iste. org/docs/pdfs/nets-s-2007-student-profiles-en. pdf? sfvrsn=4

Effects Of Classroom Lighting On Filipino College Students

Effects Of Classroom Lighting On Filipino College Students Several studies on the effects of lighting on students academic performance had been done abroad on different social classes and ages of the subjects. These all had the objective of improving the learning process of students during their formative years at school. According to Bukky Akinsanmi, theories on how learning takes place include behaviorism, cognitivism, and constructivism. The behaviorism theory, which was popularized by B.F. Skinner, supports the idea that humans come into this world like a blank slate tabular rasa. Humans learn based on reinforcements. Rewards are given to those whose action reaps positive results. Punishments are given otherwise. The effective transfer of knowledge is the teachers responsibility leaving the student a passive participant. It is teacher-focused, structured, lecture-based, and uses reward and punishment to promote learning. The classrooms provided little room for flexibility. Lapses on behaviorism theory include the eventual possibility of extinction of positive results when rewards are removed and the attitude of just doing things for the sake of rewards. Since the behaviorism theory does not account for all learning, the cognitivism theory came into existence. It says that the mind is a black box that must be opened and understood. It focuses on the study of mental processes. Schools were built in single or two-story buildings connected by walkways housing students according to their grades. Meanwhile, Constructivism theory states that knowledge is constructed and not acquired. The learning process is now the responsibility of the student and not the teacher. It says that humans are like blank slates making meanings from experiences. Unlike the behaviorism design of school environment, this theory supports student-centered, collaborative, cooperative, and experiential learning facilities with teachers serving as facilitators (Akinsanmi, 2008) To enhance students academic performance, the effective coordination of school environment must be studied. The physical characteristics of a school environment directly influences both the teachers way of imparting knowledge on students and a students performance at school. Such characteristics include sounds, temperature levels, and classroom lighting (Tope, 2013). Poor school facilities like inoperative heating system, inadequate ventilation, and poor lighting affect health, learning, and morale of students and staffs. Good overall building condition; including features such as large windows, natural lightings, and well-designed skylights on classroom settings; results to better students academic achievement (Vandiver, 2011). According to Robert Scott McGowen, the illumination of our surrounding environment impacts our reactions, motivations, moods, and sense of well-being. For centuries, this issue of illumination led to evident designs in architecture and natural lighting. Different degrees of illumination can be used to stimulate productive and creativity in offices and schools. Several studies had been done on providing windows or skylights in classrooms resulting to higher standardized tests. However, it does not clearly imply that the improvement in students performance was due to increased light, quality of light, or physiological effect of natural lighting. Windowless spaces contribute to negative attitudes of students as well as their teachers especially when coupled with monotonous tasks. It was shown that natural lighting can improve the quality and quantity of lighting in instructional areas effectively. Daylight has been and is still the standard by which artificial light is measured. Researc h reports indicate a positive correlation between day lighting and academic performance. Good quality of lighting increases comfort and increased comfort contributes to higher scores and academic performance of both teacher and students. The developmental stages of students are also considered when designing lighting systems. It is a physical support on students to help them concentrate on their academic endeavors. Recently, the focus on effective learning environments has shone on healthy physical surroundings (McGowen, 2007). Changing the facilities creates a different learning environment. Creating change has a major impact on students, faculty, and administrators. This change creates the type of learning environment, which is more conducive to learning and performance. (Vandiver, 2011) Two field studies and one experiment were done with Dutch elementary school children to examine the effects of dynamic lighting on concentration done by Sleegers, Moolenar, Galetzka, and Van Der Zanden. In the field studies, the pupils in the experimental conditions were subjected to different lighting settings and conditions during one day for a longer period of time (Study 1) or were constantly exposed to the focus setting for one month (Study 2), while the pupils in the controlled environment were subjected to the same lighting conditions during one morning (Study 3). They focused on pupils concentration performance and evaluated the impact of different lighting conditions and settings on pupils concentration. They also examined the differential effects of classroom lighting conditions on concentration for gender. They evaluated the effects of lighting, conducting analyses of variance, using three samples of data from 181 elementary school children. The results of their field stud ies offer support for the positive influence of classroom lighting conditions on concentration. Although all pupils performed better at the concentration test at the consecutive measurement points, it appeared that the performance of the pupils in the experimental groups improved more than the performance of their peers in the control groups. Furthermore, the findings of the first field study show differences between grades: they found effects of lighting on concentration for pupils from grade 4, but not for pupils from grade 6. These findings suggest that older pupils concentration might be less affected by the lighting conditions used than younger pupils. Hypothesis states that older pupils are more trained to concentrate while performing tests than younger pupils. On the other hand, the findings on the second field show that, on the average, older children perform better on concentration tests than their younger peers, no additional support was found for the role of age in the ef fect of lighting on concentration. Meanwhile, the results of the third study showed no statistically significant effect of lighting on concentration and so not substantiate the findings of the two field studies in a controlled environment. It might be because of the differences in the designs used. It suggests that the statistically significant differences found in the field of studies might be caused by uncontrolled extraneous influences that might limit or bias observation. It might also be that differences in the way children were exposed to the lighting conditions and settings in the different environments caused the differences between the findings. Although they did not evaluate the dynamic nature of the light system used, their findings seem to suggest that an environment in which different lighting settings and conditions are used to support specific activities and tasks at hand during a longer period of time may be more effective for pupils learning than an environment in w hich pupils are exposed to the same lighting condition for a relatively short period of time. The effect of lighting might be situation, task, and time dependent as previous studies also have indicated. The differences between the findings of the field studies and the third study for the relationship between lighting and concentration may also have to do with seasonal effects. Seasonal effects were also found in a more recent study into the effects of dynamic lighting on student alertness in a lecture room environment. The results of that study showed that in spring no change in alertness could be detected, while in the autumn study the decrease of alertness during lectures was significant. These findings shed light on the effects of exposure to lighting conditions during different seasons and the effect of the dynamic nature of light. As such, attention should be paid to the added value of artificial lighting in combination with exposure to daylight for the improvement of the perfo rmance of students in educational settings. Third, the results of their field studies showed no evidence of differential effects of gender in the relationship between lighting and concentration. Although earlier studies did find effects of lighting on performance and mood differ between men and women, their findings do not indicate gender related effects of lighting on pupils in elementary education. This may be related to the difference between children and adults in effects of lighting, for instance in regard to the development of psychological and affective preferences for the environment in general, and lighting specifically. (Sleegers et. al., 2012) According to Warren Hathaway, a search for ways to improve education is sustained by the general view that the learning environment is an important aspect in the educational process and the specific findings of research into the effects of types of lighting on people. Among the most surprising findings from the research in this field were that those elementary students who received trace amounts of ultraviolet light in their classrooms developed fewer dental carries and had better attendance than students in a comparison group. Sunlight is still the most important source of light and energy for living organisms and it may be experienced as direct light or as skylight. Most people do their works each day under the influence of sunlight. However, as society becomes more urbanized, people spend much less time under sunlight and much more time under artificial lamps. We are surrounded by walls, floors and ceilings covered with colors seldom repeated on the same scale in nature and these colors are usually perceived under lighting systems designed more for efficiency than for their possible physiological or psychological effects on people. Indeed, our artificial lighting systems can only simulate twilight levels of illumination-light levels of 200 to 1500 lux in comparison to light in the natural environment at twilight of 2,800 to 8,200 lux and at noon up to 100,000 lux. There is significance of wide differences in light levels between natural settings and built environments. Corth contended that the natural environment of our earliest ancestors was not the open plains but the forest floor. As a consequence, the habitat noon-time light levels would have been much lower than the 8,200 to 100,000 lux found in open areas. Moreover, he further contended that the spectral quality of the light at the forest floor was greenish-yellow and represented the combined result of the solar radiation spectrum and the filtering effect of the forest canopy. He also progressed the vi ew that our ancestors only later they occupied the forest floor near the equator did they move onto the open plains either north or south of the equator. Thus he concluded that heavy skin pigmentation was a matter of camouflage for survival more than it was a filter against UV light. As humans left the forest cover and moved into the more open country to the end of the equator and away from zones of intense UV light, the pigmentation was reduced as a response to the need for increased vitamin D which is formed by the action of ultraviolet light on the skin. Following Corths logic, one might expect two effects. First, in as much as the light spectrum of cool-white fluorescent lamps approximates that of the greenish-yellow light reaching the forest floor, people may find these lights to be very satisfactory. Second, if skin pigmentation decreases as a response to an increased need for ultraviolet light, highly pigmented people living in northern climates may have greater needs for ult raviolet stimulation than do lightly pigmented people. Sunlight contains all colors in relatively uniform amounts and all colors are equally visible when illuminated by sunlight. For this reason, natural light serves as the reference for comparing the color rendition characteristics of artificial lights, with natural light having the maximum or reference Color Rendition Index (CRI) of 100. The color rendition index is a measure of the way colors look under specific light sources. It is important to note that equivalent CRI indices mean the same thing only when the light sources to which they relate have equivalent color temperatures. As a consequence, colored objects may appear different when viewed under lights with different color temperatures but equivalent CRI indices. Not all artificial light sources accurately reproduce the full spectrum of sunlight. Incandescent lights are rich in red and yellow light, but radiate relatively little energy in the blue and green region of the s pectrum. Cool-white fluorescent lights emit most of their radiant energy in the green and yellow bands of the spectrum, the range to which eyes are most sensitive. Thorington asserted that it is at the 555 nm that the lumen or the standard unit of light is defined. Full spectrum lights emit a significant portion of their radiant energy in the blue area of the spectrum. A further small percentage of the radiant energy from fluorescent lamps may fall into the ultraviolet range. Rooms lit with full spectrum fluorescent lights may be seen as being somewhat dimly lit since the eye is less sensitive to blue light than to green and yellow light,. Full spectrum lights do, however, have a relatively high Color Rendition Index and this may be very important to vision processes. In this regard, Aston and Bellchainbers compared high efficiency with lamps that provided a spectrum more closely balanced to natural light. In their report they said, The results clearly show that the Kolorite lamps, lamps simulating natural light in spectral distribution, not only provide better color qualities but give a higher degree of visual clarity than do the high efficacy lamps at an equivalent illuminations. Ozaki and Wurmm drew attention to the fact that light from high pressure sodium vapor lamps produced anomalies in the growth and development of animals. They presented evidence to the effect that the exposure of developing rats to high pressure sodium vapor (HPSV) lights caused characteristic changes in growth and development. Downing concluded: There is no area of our mental and bodily functioning that the sun does not influence. Our bodies were designed to receive and use it in a wide range of ways. We were not designed to hide from it in houses, offices, factories and schools. Sunshine, reaching us through our eyes and our skin, exercises a subtle control over us from birth to death, from head to tail. Zamkova and Krivitskaya augmented regular fluorescent light with ultraviolet s untan lamps in a controlled experiment involving school children and they reported that when compared to the control group, students who received exposure to ultraviolet light showed increased levels of working ability and resistance to fatigue, improved academic performance, improved stability of clear vision, and increased weight and growth. Volkova studied the effects of ultraviolet supplements to general lighting in a factory and found that when compared to a control group, an experimental group of adults demonstrated decreased permeability of skin capillaries, increased white cell activity, and reduced catarrhal infections and colds. Richard Wurtman concluded that light has biological effects that are important to health and that some of these effects may be easily reproduced and measured in the experimental laboratory. These effects were of two kinds: those which modify the individuals endocrine, hormone and metabolic state by means of light reaching the retina and those which result from light on the skin. He also linked light entering the eye with responses of the pineal gland and secretion of the hormone melatonin. This hormone in turn influences the functions of other glands, possibly as a result of direct action on specific areas of the brain. Wurtman and Weisel studied the effects of light from cool white lamps and full-spectrum Vita-Lite lamps on a group of rats. Their findings support the argument that environmental lighting has an effect on at least some neuroendocrine functions. Himmelfarb, Scott, and Thayer reported that light from Vita-Lite (full-spectrum) lamps was significantly more effective in killing bacteria than light from standard cool-white lamps. Downing offered evidence that small amounts of ultraviolet radiation destroy bacteria and moulds. Relatively small amounts of ultraviolet light can stimulate calcium absorption among elderly men who have no exposure to sunlight and who eat a diet containing little vitamin D. Mass, Jayson, a nd Kleiber reported that students studying under full-spectrum lights had the smallest decrease over time in critical flicker fusion and an increase in visual acuity. Students studying under cool-white illumination demonstrated greater lethargy than those studying under full-spectrum lights (Hathaway, 1994). Sleegers suggested that future research should, therefore, focus on the interaction between light conditions and settings, specific activities and tasks and duration. This may increase our understanding of the variability of the effect of lighting among classroom environments, school activities, tasks and student performance and the potential effects of dynamic lighting in school settings. More research is needed to test the effects of different lighting conditions and settings on the school performance of different age groups. Future studies should use reliable and repeated measurements of concentration in order to reduce bias, increase the validity of the design used and evaluate the possible long term effects of lighting on school performance of young children in natural school environments. More systematic research is needed on the relation of daytime and artificial light, concentration, and seasonal effects, using objective measures to analyze performance in real life settings a nd with prolonged exposure. By doing this, the findings of these studies may help to increase our understanding of person/environment interaction and its impact on the performance and learning of elementary school children (Sleegers et al, 2012). At the same time, the literature on the non-visual effects of types of lighting on people is constantly expanding and from this there emerges a need to examine a variety of types of lighting for non-visual effects on people (Hathaway, 1994).

Computer app :: essays research papers

A short course in windows 98 1.  Ã‚  Ã‚  Ã‚  Ã‚  The physical components of a computer system are referred to as it’s hardware. 2.  Ã‚  Ã‚  Ã‚  Ã‚  A computer’s main circuit board is called it’s mother board. 3.  Ã‚  Ã‚  Ã‚  Ã‚  One byte of memory consists of eight bits. 4.  Ã‚  Ã‚  Ã‚  Ã‚   One kilobyte is equal to 1,024 bytes. 5.  Ã‚  Ã‚  Ã‚  Ã‚  Some examples of mass storage devices are floppy disk drives, hard disk drives, and CD-Rom drives. 6.  Ã‚  Ã‚  Ã‚  Ã‚  Of the various types of printers, the highest quality output is produced by a laser printer. 7.  Ã‚  Ã‚  Ã‚  Ã‚  True: computer components housed outside the system unit are called peripherals. 8.  Ã‚  Ã‚  Ã‚  Ã‚  True: A bit can be represented by a 0 or a 1. 9.  Ã‚  Ã‚  Ã‚  Ã‚  False: The contents of a computer’s ROM are lost when the power is turned off. 10.  Ã‚  Ã‚  Ã‚  Ã‚  True: Floppy disk drives access data more slowly than hard disk drives. 11.  Ã‚  Ã‚  Ã‚  Ã‚  False: CD-ROM drive can be used for backup purposes. 12.  Ã‚  Ã‚  Ã‚  Ã‚  False: Computer keyboards contain fewer keys than a standard typewriter. 13.  Ã‚  Ã‚  Ã‚  Ã‚  True: Inexpensive laser printers are especially good at producing color output. 15. The computer’s central processing unit:   Ã‚  Ã‚  Ã‚  Ã‚  - Processes program instructions   Ã‚  Ã‚  Ã‚  Ã‚  - performs arithmetic and logical operations   Ã‚  Ã‚  Ã‚  Ã‚  - Controls the other components of the computer 16. Input device: Keyboard 17. One advantage of a floppy disk over a hard disk is that it can be used to transfer data between computers. 18. Software is divided into two broad categories Application software and system software. 19. the master control program that oversees the computer’s operations is called it’s operating system. 20. The generic name for the operating system used by virtually all IBM-Compatible computers before the advent of Windows 95 is DOS. 21. Windows make use of a GUI, which stands for graphical user interface. 22. True: Computer programs are also known as software. 23. False: Most computer users find it easier to use a command line interface than a graphical user interface.

Mixing Music :: essays research papers

Most good mixers these days can start there mix process at any desired point because of their years of experience and their relationship to their monitors. When starting out as a mixer you do not have this experience and need to start at a reference point that will produce desired results for your mix. I have designed this mixing segment for those with little experience or are new to the mixing process. Before starting a mix you need to have a vision of how you want your mix to sound. Refer to Cds that examples of what you are trying to achieve, for creative and tactical purposes this will give you guidance on where you would like to take your mix sonically and musically. NEAR FIELD MONITORS Good near field monitors play an essential in consistent reference. The monitors should be capable of reproducing frequencies from 60hz to 17Khz and be able to handle high SPL, and set up in a triangular fashion 3-4feet apart. Make sure the monitors are not too close to the plane of the console so to minimize high frequency reflections that will corrupt proper imaging. If your using monitors that are not true in frequency response equalize the monitors in the monitor stage (post fade) to allow for discrepancies. This will alleviate you from incorrectly Eqing your mix to compensate for inaccurate monitors. Also the distance from your ears to the monitors should be set up so the room acoustics to not play a significant role in the sound of your mix. For example, the monitors are too far away and the room is reflective your mix will sound too dry. OUTBOARD GEAR I like to start off my mixing sessions with at least three different reverbs, three ddl's a stereo chorus effect and two extra stereo effects processors with many assorted stereo effects like phasing, flanging, etc.

Parent-child Bonding Essay -- essays research papers fc

In each person's life much of the joy and sorrow revolves around attachments or affectionate relationships -- making them, breaking them, preparing for them, and adjusting to their loss by death. Among all of these bonds as a special bond -- the type a mother or father forms with his or her newborn infant. Bonding does not refer to mutual affection between a baby and an adult, but to the phenomenon whereby adults become committed by a one-way flow of concern and affection to children for whom they have cared during the first months and years of life. According to J. Robertson in his book, A Baby in the Family Loving and being Loved, individuals may have from three hundred to four hundred acquaintances in there lifetimes, but at any one time there are only a small number of persons to whom they are closely attached. He explains that much of the richness and beauty of life is derived from these close relationships which each person has with a small number of individuals -- mother, fat her, brother, sister, husband, wife, son, daughter, and a small cadre of close friends (Robertson 1). Attachment is crucial to the survival and development of the infant. Kenneth and Klaus points out that the parents bond to their child may be the strongest of all human ties. This relationship has two unique characteristics. First, before birth one individual infant gestates within a part of the mothers body and second, after birth she ensures his survival while he is utterly dependent on her and until he becomes a separate individual. According to Mercer, the power of this attachment is so great that it enables the mother and father to make the unusual sacrifices necessary for the care of their infant. Day after day, night after night; changing diapers, attending to cries, protecting the child from danger, and giving feed in the middle of the night despite their desperate need to sleep (Mercer 22). It is important to note that this original parent-infant tie is the major source for all of the infant’s subsequent attachment and is the formative relationship in the course of wh ich the child develops a sense of himself. Throughout his lifetime the strength and character of this attachment will influence the quality of all future ties to other individuals. The question is asked, "What is the normal process by which a father and mother become attached to a healthy infant?"... ... a long time to trust anyone." (Berman 36) Maybe now people (parents) will come to realize that bonding does not only refer to mutual affection between a baby and an adult. But it is the phenomenon whereby adults become committed by a one-way flow of concern and affection for whom they have cared during the first months and years of life. Works Cited Berman, Claire. Adult Children of Divorce. Simon and Schuster, New York: 1991. Brazelton, Bob. The Early Mother-Infant Adjustment. Elsevier Publishing Co. Amsterdam: 1973 . Kennell, John and Marshall Klaus. Parent-Infant Bonding. The C.V. Mosby Company,Missouri: 1976. Macfarlene, Rolland. The Relationship between Mother & Neonate. Oxford University Press, New York: 1978. Mercer, Joe. Mother's Response to Their Infants with Defects. Charles B. Slack Inc., New York: 1974. Meyers, Susan. Who Will Take the Children? Bobbe-Mervil,Indianapolis/New - York: 1983. Oaklander, Violet. Windows to our Children. Real People- Press, Utah: 1978. Robertson, J. A Baby in the Family: Loving and being Loved.Penguin Books, London: Ltd., 1982. Stewart, Mark A. Raising a Hyperactive Child. London: Harper and Row Publishers, 1973.

Saatchi

Now the world has changed in terms of media proliferation and, ultimately, choice. The consumer's in charge now. † So what exactly are Lovers? According to the website a Alveolar is a brand that is infused with three ingredients: Mystery, Sensuality and Intimacy. So far, so intangible (and quite confusing). But once Anastasia explains the concept it becomes almost childishly simple. â€Å"Lovers isn't some theoretical science that dazzles with the complexities – it's based on a very simple premise: We are emotional beings. There's a quote by (neurologist Donald]Canine that we sometimes refer to: â€Å"The essential deference between emotion and reason Is that emotion leads to action while reason leads to conclusions. â€Å"† The consumer purchasing the product Is, of course, the action that every manufacturer or service provider wants. So the fundamental questions remain: What is the best way to achieve this? And who are the best examples? â€Å"Globally there are lots! Harley- Davidson, Apple, Struck, Coke are just a few. People change their lifestyles for Harley, they become weekend warriors – it takes them away from themselves.And actually Harley isn't faster or technologically better than the other guys but it taps into deep emotional territory and that's what Lovers are about. They don't talk about ‘we're faster' or ‘our detergents wash brighter' and all those traditional ways of marketing, it's on a much more round Twelve years ago Stating & Stating global chief executive Kevin Roberts drew back the curtain on the latest phase toward successful consumer marketing, opening the world's eyes to a very contemporary phenomenon. He called -?Lovers: The â€Å"Lovers isn't some theoretical science that dazzles with the came. Sixties – it s based on Avery simple premise: We are emotional beings. † personal level. It's an understanding of what's important to people and what they care about. † â€Å"Look at Apple; whether it's piccolos or imams they tap into something that's much more sensual, it's a desire you want to have an Imax – as a creative person it's the currency, if you don't have one there's something wrong. Take ‘Pods, people can argue until they're blue in the face that a competitor is faster, better, cheaper, lasts longer, has more memory – I know all that but it doesn't matter, I still onto give up my pod. â€Å"Struck is into sensuality and intimacy. They've marketed themselves as ‘The Third Place'; there's Home, there's Work and there's Struck, Now, other people might say ‘but look, we have better coffee', but that's not really the point. People don't Just go there for the -? coffee, people go there' _†, for the an ideal example of how tapping into consumers emotionally is paying off. The mark is the market leader by sales and is enjoying double-digit growth year-on-year.Rather than focusing the campaign on the ‘dry' asp ect of the nappy the team shifted attention to how it helps babies to develop, â€Å"It's about understanding what's important to the people who are buying Pampers. Kids' brains process the day in thriftless, SO a good night is hugely important to a baby's development, So the nappies have been improved for comfort and dryness to allow the baby to get the best night's sleep: When you explain development to a mother and you talk about how important a good night's sleep is for their child, 49 then they get it.When they understand that, there's way Tanat tannery to going to do what's best for their kid. † Such seemingly small step represents a fundamental shift in the way products are presented to the public. It is no longer a matter of what is being offered, but rather how it will directly affect the purchaser's lifestyle. It is a concept that is catching on in boardrooms worldwide, according to Anastasia sees are among the first to see the benefits – it is only in the co mpany marketing departments that it meets resistance: â€Å"Lovers is to the consumer the notion of loyalty beyond reason.If you have that you resented with the sheer amount of choice on offer, whether on satellite television, terrestrial radio or the internet. â€Å"It's easier to market to people than to connect with people,† he explains, â€Å"but in the attraction economy you have to inspire, motivate, connect with – and these are words that you don't normally use as marketers. You need a big idea that people can engage with and they come from deep insights. † Getting to this stage does require some groundwork, Anastasia admits that before brands can become Lovers they have to already benefit from consumers' respect.Some companies can build that up quickly but it normally does take time. â€Å"Take Coke for example, that's a Lovers. If you take a generic brand off the shelves people will Just switch to another, but if you take a Alveolar off the shelves th ey'll revolt! They'll say -?you can't do that, that's MY brand†. When Coke changed their recipe there's was an uproar, they were forced to change it back because the public wouldn't accept their ‘messing about' with ‘their' brand. † Regionally Middle Eastern companies have benefited greatly from the dynamism of global companies arriving on the scene.Homegrown brands such as Emirates and can charge premium prices; pods are a premium, Harley charge a premium. So there's a business case for it; people are prepared to pay if they can make a connection to ten product. Ana tannery nappy to Decease teen see Tanat there's value to it, they'd be worried if it was cheaper. There are whole studies that show that Alveolar brands offer greater returns. † So why aren't all companies' marketing strategies being transferred by this revolution? Well, in order to gauge exactly how different products are received, research methods have to undergo a horrors change.As Anast asia puts it you have to -?go from the zoo to the Jungle. † Rather than convening focus groups into sterile boardrooms to canvas opinions, researchers have to venture into people's homes and work-places. Reliance on the traditional ‘media schedule target group' philosophy fades almost into insignificance when So why aren't all companies' marketing strategies being transformed? Well, in order to gauge exactly how different products are received, research methods have to undergo a thorough change. As Anastasia puts it you have to â€Å"go from the zoo to he Jungle.

Life Is What You Make It Essay

Playâ€Å" LIFE â€Å" A marvellous journey, a joyous song; smells of roses but also pricking thorns. A fairy tale or an interesting story long; yes this is life, take it, as it comes along. For a moment one is on success hunches; next day may be in disaster trenches. Reaping today the crops of joy, tomorrow the land may be barren and dry. Surrounded now by madding crowd; big gang of people but don’t feel proud. Later he may be a mourning loner; with none to love in the life fair. Endowed with success, do not go too high; flip of coin and good luck may defy. Also face the challenges with a smile; as even the darkest clouds will pass by. Life is continuity,no buttons to pause; a school but unknown is level of class. It cons you with the problems; but hidden in it are all the keys and solution. No absolutes or formulae for it are known; change is what every day shown. Stocked with loads of energy piecemeal; that fills it with enthusiasm and zeal. It has a few painful separations; but also some strengthening bonds of relation. It has myriad colours and emotions; sorrow and joy in equal sessions. SO†¦Ã¢â‚¬ ¦ Share, care and love your dears; no point in clinging on to your fears. For trifling grudges it is too short; do not let the failures you to thwart. Never hurt others, choices might distract; just sincerely follow your heart. Even amidst the agony never fret; do the best with what you get. Do not lose hope, keep learning new skill; march forward, life is a total thrill. Live without inhibition; as life is about surprises and wonderment. Instead of logic trust your intuition; have daily goals be it health or relation. Commit mistakes, you have every right; face it courageously with all the might. Do not envy but live uncluttered; fall in love anytime u want with whatever. First learn to enjoy and use the present; life will be then much more pleasant. So just a small adage to say; life is nothing but a stage play. Live every moment as it unfolds; each day is a new chapter to be told. Inevitable, lively and unpredictable; this trek of life is really adventurous. Nothing ventured, nothing gained is what they say; so go ahead and have your share of play†¦

African American History: A Close Up on Baptist Churches Essay

As you enter through the door on the first level of this San Francisco-based Baptist-rooted church, you become overwhelmed by the warm hug and kiss of Sister â€Å"What’s-her-name?† as she bold and kindly greets you, â€Å"Good morning! God bless you!† Walking up the stairs heading into the Worship Center, Brother and Sister â€Å"So and so† affectionately embrace you, just as an aunt or uncle would at a family function. In an instant, you are drawn in by the harmonious singing of the choir over the upbeat sounds of musicians playing the drums, keyboard, guitars, organ and tambourines. As you look around, you may not recognize everybody, but you sense a powerful family-like bondage. Although the love of Christ is all-inclusive to any and everyone, this non-exclusive church is predominantly African American in population. There is a noticeably implied bond which seems to be more genuine, the more melanin you contain. This tremendously impacts individuals within the congregational community. Why is it that the most segregated hour in America continues to be 11:00am Sunday morning? Research directs us towards clues on how church origins and U.S. history has and still is heavily influencing African Americans in the Modern Church of today. In James P. Eckman’s Exploring Church History he writes about the foundation of the church starting with the Apostolic Age, which began around 30 B.C. and immediately followed the death of Jesus Christ in the first century, through the modern church of the 21st century. Reviewing the timeline from the Apostolic Age (1st century) to the Church Fathers (95-300s), onto Ancient Church and Theology (4th century), following the Medieval Church (400-1500s), through the Reformation period and Catholic Church (16th century), to the Scientific Revolution (1600-1700s) onto the Enlightenment of the eighteenth century, we discover that many events influenced the building and forming of the â€Å"black church† in America. Tracing these events we can see a thread of the Christian Church trailing through European countries for several hundreds of years. In the latter of events above, we learn that Europeans began enslaving Africans and started to migrate over to a land that we now know as America. During the  developmental period of the first African American Churches in the 1700-1800s slavery was very prevalent in the United States. Henry H. Mitchell, author of Black Church Beginnings, predisposes how though enslaved Africans had their own religious traditions and practices, there were some overlooked factors that contributed to their fascination in Christianity which soon took route in the African American Society. He goes on to state that the typical West African town was a community of faith. The tribesmen generally assumed that if they lost a war to another tribe or nation, the god of the triumphant party ought to be included in their beliefs since the conquerors’ god was strong enough to grant them victory (Mitchell, page 33). He discusses how they found commonality between their expressive African culture and the unheard of, free expressiveness for whites in their churches. The Africans became more and more interested as they began interpreting the Bible for themselves and found parallels in traditional African religion. They were able to relate to the Old Testament stories [like the enslavement of Hebrews by the Egyptians] and saw hope in Moses and Jesus as mighty deliverers. The above mentioned were significant factors which ultimately led to African slaves placing their hope in â€Å"the white man’s† God and Bible: The Black church in America had its origins in the slave religion of the American South. Deprived of their identity, oppressed by their masters, and unable to establish their own institutions, many slaves turned to Christianity. Faith in Jesus Christ gave them hope for the future when His justice would right the wrongs done to them. (Eckman, page 98) Near the dawning of the formation of the original black churches in the 18th century, some slave masters allowed [or even required] slaves to attend church services with them. Others allowed monitored the worship services, however, they were plagued with fears of possible rebellion. Mitchell describes contrasts between liberal and oppressive slave masters. Some oppressive masters withheld knowledge of Christianity from slaves and beat or even killed those who began to worship God devotedly (Mitchell, page 33). Many, if not all, plantations held stealthy worship services in the woods, swamps or brushes. L. Maffly-Kipp describes, in her article â€Å"African American Religion in the Beginning†, how the slaves used symbolism that was not detectible by their captors. It’s as though Africans began to develop a secret society and reactively initiated exclusive churches. The underground services of worship were labeled as the â€Å"Invisible Institution† since they were invisibly held to the eyes of slave masters. Here the slaves began mixing the Christian faith with African rhythms and singing, which led to the formation of the Negro spirituals (Maffly-Kipp). Most spirituals contained two-folded meanings of worship and freedom. [From time to time, (especially in February or around January 15th) we’ll hear some of these old Negro spirituals in today’s predominantly black churches.] Maffly-Kipp infers as the Africans made their appeals of justice unto God, they were also organizing and planning escapes. According to Melva Wilson Costen, author of African American Christian Worship, the first African American church of record, founded in 1758 in Luneberg, VA, was called Bluestone African Baptist Church —owned mostly by slaves. The number of African American churches grew throughout the U.S. between the years of 1750-1800 (over 20 churches of record). Bluestone and subsequent black founded congregations contained partial white populations where they were outnumbered by blacks however Euro-American preachers, as controlling moderators, oversaw these churches. African Americans were not encouraged to lead the congregations (though many were considerably powerful preachers and potential leaders) nor were they allowed any voting privileges. The African American Church continued to evolve in the South and dominant denominations of Baptist and Methodist expanded nationally from 1841-1865. Leadership began to change as did laws towards the end of the 19th century, post the 1863 Emancipation Proclamation, 1865 Abolition of Slavery (13th Amendment), 1868 Civil Rights (14th Amendment) and 1870 Voting Rights (15th Amendment). The early Black Church played a significant role in social activism by oratorical pressing towards the abolitionist movement, assisting  in the Underground Railroad, ministration in civic and social responsibility, and through slave insurrections. As Mitchell put it, â€Å"in the root culture of African Americans, nothing is excludable from the design and will of God† (page 138). [This is noteworthy; we’re able to see a continuum of legislative struggle against Africans throughout American history, in a way which the church is affected and involved.] In 1894, a pride-filled, yet rare, exception for African Americans occurred when the pastor of the first African Baptist Church was elected Moderator and Preacher of the Philadelphia Baptist Association. While racial discrimination took many blows, one civil case in Louisiana devastated the progression towards its elimination. In 1896 the U.S. Supreme Court ruled to enact the separate-but-equal principles in the famous Plessy v Ferguson case, disregarding equality while planting proliferate seeds of segregation throughout the nation (Records of Supreme Court). This ruling gravelly punctured the church as it promoted separation between Christians, which was contrary to the â€Å"Love thy neighbor as thyself† Christian teachings. As history reveals, for more than 50 years our national society was structured in such way to where the non-association between European Americans and minority races was the norm. After several years of social discomfort, the church began to take a stand against this legal inequality. In Rhetoric, Religion and the Civil Rights Movement, 1954-1965 by Davis Houck and David Dixon a passion-filled recording of Dr. Martin Luther King Jr. speaking at a conference in Nashville, TN on April 25, 1957 is referenced (pages 217-224). We find Dr. King proclaiming his strong conviction of faith and declaring his hope in God for deliverance while attacking the moral issues of the Supreme Court’s decision made in the 1896 case. The revolutionary reverend, who led the Civil Rights Movement, charged the Christian Church with the responsibility of standing up against segregation and discrimination (Houck & Dixon, page 220), speaking to all Christians urging them to keep in mind that they answer to God and not the opinions of men. {In all my research, it was here that I saw the shift of focus from African American Christian Heritage to just Christian Heritage.} How difficult would it be for the masses to grasp this concept after hundreds of years of contradictory conditioning? We now live in an era postdating the Civil Rights Movement by more than 40 years; in a time where we [as a nation] elected our first African American president. In the most diverse area of the country (San Francisco), while we are starting to see more racially integrated churches in the Bay Area, 11:00am Sunday morning [for some reason] continues to be the most segregated hour across the U.S. Clearly these historical events continue to affect today’s African Americans within church communities and all people within congregational communities. What else can be concluded from this research? Old habits die hard. . Works Cited Ammerman, Nancy Tatom. Congregation & Community. New Brunswick: Rutgers University Press, 1997. Print Costen, Melva Wilson. African American Christian Worship. Nashville: Abingdon Press, 1993. Print. Eckman, James P. Exploring Church History. Wheaton: Crossway Books a division of Good News Publishers, 1996. Print. Houck, Davis W.; Dixon, David E. Rhetoric, Religion and the Civil Rights Movement, 1954-1965. Waco: Baylor University Press, 2006. CityCat.Web. March 3, 2010. Maffly-Kipp, L.. â€Å"African American Religion In the Beginning. † Mississippi Link 4 Feb. 2010,Ethnic NewsWatch (ENW). ProQuest. Web. 3 Mar. 2010. Mitchell, Henry H. Black Chruch Beginnings: The Long-Hidden Realities of the First Years. Grand Rapids: William B. Eerdmans Publising Company, 2004. Print. Records of the Supreme Court of the United States. â€Å"Plessy v Ferguson† OurDocuments.gov, May 18, 1896, Web. March 3, 2010

My Project Work,

CHAPTER ONE 1. 0 INTRODUCTION 1. 1 Background Organisations, both private and public, in today’s dynamic marketplace and market space are increasingly leaving antiquated marketing philosophies and strategies to the adoption of more customer-driven initiatives that seek to understand, attract, retain and build intimate long term relationship with profitable customers (Kotler, 2006; Gronroos, C 1994; Paradise-Tornow, 1991; Narver and Slater, 1990).This paradigm shift has undoubtedly led to the growing interest in customer relations, management initiatives that aim at ensuring customer identification and interactions, customisation and personalisation that unreservedly lead to customer satisfaction, retention and profitability, among other things (Thompson, 2004; Gronroos et al. , 1996; Xu et al, 2002; Dyche, 2001; Ryals & Knox, 2001; Stone, 2000). Organisations are therefore increasingly being more customer-centric and are much interested not just in acquiring new customers, but more importantly, retaining existing customers.This is perhaps because it costs more to attract new customers than to retain existing ones. It is believed that the average business spends six (6) times more to attract new customers than to retain old customers. Again it is more profitable retaining an old customer who is more likely to re-purchase or re-use a company’s products/services and recommend them to others. Customer retention is, therefore, basically a product of customer loyalty and value which in turn is a function of the level of customer satisfaction or dissatisfaction (Reichheld, 1996).Customer satisfaction is central to the customer-centric paradigm shift, and has gained much attention from scholars and practitioners as it has become one of the cardinal means for achieving quality improvement programmes, and one of the crucial foci of strategic marketing management in business organisations that have long-term perspective for growth. This is because of the int riguing findings, that satisfied customers are more likely to remain loyal and committed to an organisation which eventually leads to profits as opined by the popular service-profit-chain proponents (Heskett et al. 1994; Heskett et al. , 1997; Reichheld and Sasser, 1990). In this regard, it is a fact that a very satisfied customer is nearly six times more likely to be loyal and to re-purchase and/or recommend a product than a customer who is just satisfied. It is again believed that satisfied customers tell five other people about their good treatment, and that five-percent increase in loyalty can increase profits by 25% – 85%. Conversely, the average customer with a problem eventually tells eight (8) to ten (10) other people (SPSS White paper 1996; Limayem M. , 2007).Consequently, organizationsattempt to adoptmeasures to ascertain customer satisfaction/dissatisfaction. Some organisations traditionally rely on customer complains to ascertain customer satisfaction. Unfortunate ly the average business firm never hears from 96% of their unhappy customers and 91% will never come back; they get back; only 4% of dissatisfied customers will complain (SPSS White paper 1996). Consequently, the shift toward the recognition of effective customer satisfaction and its measurement has led companies to change their paradigms about satisfying customers.Many organisations no longer use only customer complains; rather they adopt rigorous qualitative and quantitative mechanisms to measure customer satisfaction. In this regard, measuring customer satisfaction provides the feedback of how successful an organization is at providing products and/or services to the satisfaction of customers at the marketplace and market space. This makes it imperative for organisations to take pragmatic and reliable steps towards improving the quality of service delivery, managing customer value and satisfaction more effectively.The shift to devoting considerable attention and resources to cust omer acquisition and retention through customer satisfaction is not different with the six mobile telecommunication networks in Ghana, namely MTN of Scancom Ghana Ltd, Tigo of Millicom Ghana Ltd, Airtel of Airtel Ghana Ltd, Kasapa of Kasapa Telecom, Glo of Glo Ghana Ltd and Vodafone of Vodafone Ghana Ltd. Though competition has been keen in the industry, each of the five operating mobile networks (MTN, Tigo, Vodafone, Airtel and Kasapa) has been growing in customer acquisition since Ghana deregulated its telecommunication sector in 1994.According to NCA statistics, (December, 2011), the number of registered mobile phones and fixed lines in Ghana is 21,450,564 which represents 89. 4% of Ghana’s estimated 24 million people comprising of 88. 2 mobile penetration and 1. 2 fixed line penetration. Going by the NCA figures in December, 2011, MTN commands 48% market share, Vodafone 20. 2%, Tigo follows with 18. 53%, Airtel comes in at 12. 4% and Expresso trails with a relatively insi gnificant 0. 88%. Each of the telecom network companies is continually improving upon the quality of their service delivery in order to survive the high competition in the industry.Since survival and growth or financial outcome is driven by customer loyalty and retention which is in turn is driven by customer satisfaction and value (Rust and Oliver, 1994; Wang and Hing-Po Lo, 2002), delivering quality service and customer satisfaction have been important goals and pursuit for each of the four expanding Mobile Telecom Networks as well as the regulators of the industry 1. 2Problem Statement Tanina is a community in Wa West District of the Upper West Region with a population of 2194.With six (6) registered mobile telecommunication network nationwide, Tanina is privileged to have four (4) available networks; MTN, Vodafone, Airtel and Tigo with MTN having the highest subscribers. The problem of this study is propelled by the numerous complaints by MTN users about the bad nature of their networks in rural areas in the Upper West Region which Tanina is part of. The state of customer satisfaction with service delivery is not clear as there is scanty documentation of the issue. According to a discussion paper on telecom developments and investments in Ghana (Frempong & Henten, February 2004, p. ), the authors noted that â€Å"the goals set by government have only partly been met – especially with respect to the development in rural areas – and the quality of service is still low and has even deteriorated on some indicators. There is, therefore, a widespread dissatisfaction with the general telecom development in Ghana among users as well as policy decision makers and administrators. † Since the past decade, the industry has witnessed a tremendous increase in subscriber growth rate for all the mobile telecom operators (ITU 2008; Africa ICT indicators 2007).This growth trend could not be attributed to customer satisfaction; it is fundamentally due to the substantial growth in investment and expansion of network access during the last decade. This seems a success story, and there are high hopes that the service quality delivered by the Mobile Telecommunication Networks meets customer expectations, ideal service, or satisfaction. However, since 2006, there had been many complaints from customers about the service delivery of the mobile telecom networks in Ghana (BIZ Community. com October, 2007), notably MTN Ghana Limited.As a result, a statement released by the National Communications Authority (NCA) in Ghana profusely lamented that in spite of the appreciable growth and expansion recorded in the industry, â€Å"the quality of service is anything but good† (BIZ Community. com, October 19, 2007). The NCA further gave some Mobile Telecommunication Networks an ultimatum to improve upon their services within thirty-days. Evidently, the growth trend in the mobile telecom industry in Ghana does not provide empirical support for the claim that customers are satisfied with the service delivery of the telecom providers in Ghana. 1. 3General ObjectiveAssess the level of satisfaction among MTN subscribers in Tanina. 1. 4Specific Objectives * To find out how MTN to MTN calls or MTN to other networks or other networks to MTN calls effective in Tanina. * To ascertain what MTN product(s) or service(s) is/are most preferred. * To examine how convenient MTN subscribers have access to their helpline (111) in Tanina. * To find out whether users of MTN internet broadband are satisfied with the service or not. 1. 5Research Questions * Are MTN to MTN calls or is MTN to other networks or other networks to MTN calls effective in Tanina. * What MTN product(s) or service(s) is/are most preferred. How convenient do MTN subscribers have access to their helpline (111) in Tanina * How satisfied are MTN users with their internet/ broadband service in Tanina? 1. 6Research Methodology 1. 6. 1 Sample Size Target Population: the targ et group was both MTN users and non-users in Tanina. Out of the total population of 2194, it was assumed that 658 people representing 30% of the total population are mobile phone users who are our sample size. A sample size for the study comprised 130 respondents representing 20% of the targeted population. 1. 6. 1 Sampling Techniques Purposive sampling was the technique employed by the group.This enabled the group to identify MTN and non MTN subscribers because they have the necessary knowledge needed for the study. 1. 6. 2 Sources of Data Collection The data was obtained from both primary and secondary sources. In this study the primary data was obtained from our targeted group (1300 respondents). Secondary data on the other hand was collected from current and previous report at MTN Regional office in Wa, 1. 6. 3 Methods of Data Collection Separate focus group discussion comprising of 10 people each and interviews was used to collect data from the illiterates and literates respect ively. 1. 6. Tools of Data Collection A self-administered questionnaire was used to collect data. 1. 6. 5 Techniques of Data Analysis Data collected was analyzed using quantitative and qualitative techniques. Quantitative data analysis was used to assess figures whiles qualitative would be used to assess the level of customer satisfaction. 1. 7Significance of the Study The study will lay bare the problems of MTN service delivery to its customers and stakeholders in rural areas and the nation at large. To step up the quality of service delivery in Upper West Region especially in rural areas like Tanina. 1. 8Anticipated LimitationThe anticipated limitation that would be encountered during this research includes; Language barriers: the translation or explaining questionnaire into their local dialect perfectly will be a problem since none of the group members can speak the language and limitation of vocabularies in the dialect. Finance: The finance and material resource needed for a lar ger sample size for this study is inadequate. 1. 9Organisation The organization of the study would be centered on five chapters Chapter One (1) and two (2) would consist of introduction, background, problem statement, main and specific research objectives, significance of the study, esearch methodology, limitation, references as well as physical resources base, the socio-demographic characteristics, spatial distribution of settlement among others. Chapter three (3) and four (4) would also consist of literature which involves the review of document relevant to the area of study and data presentation and analysis on sources, types and techniques of data collection and analysis respectively. The final chapter will talk about the conclusion, summary and recommendation. CHAPTER TWO 2. 0 PROFILE OF TANINA COMMUNITY . 1 Physical and Resource Base 2. 1. 1 Location Upper West is one of the ten administrative regions in Ghana. The region is located at the north-western corner of Ghana and it is boarded by Burkina-Faso to the north, Ivory Coast to the west, Northern region to the south and Upper East region to the east. Wa is the capital of Upper west region of Ghana and it is mainly inhabited by the Wala people with a majority of the inhabitants being Muslims. Wa East district is one of the eight administrative districts of the Upper West region.The district shares boundaries with west Mamprusi to the north-west, West Gonja to the south-east and the Sisala East district to the north. It has a land mass of about 1078km2, which lies between latitude 905511N and 1002511N and longitude 101011W and 20511W. Tanina is one of the communities under the Bulenga Area council under the Wa West district. It is located in south-western corner of the district and it is about eighty-seven miles from the district capital, Funsi. It shares boundaries to the north with Piisi, Poyentanga to the south, Polee to the west and Loggu to the east. . 1. 2 Relief and Drainage The landform in the c ommunity is gently sloped towards the east and undulating in nature. The soil is clayey and due to the gentle sloppy nature of the land, drainage is fairly good. The nature of the soil and rock formation in the community makes water seepage a bit hard resulting in run offs in to water bodies which has contributed immensely to the expansion of irrigation farming in the dry season. 2. 1. 3 Climate and Vegetation The climate is the tropical equatorial which prevails throughout the Northern part of Ghana.There is a single rainfall period which spans between the months of May and October supporting farming activities in the area. The other season which is between the months of November and April usually is dry and accompanied by harmattan winds which reduces farming activities since these activities are mostly rain fed. The community falls within the guinea savanna zone which is associated with short thick trees, shrubs and grasses of varying heights. It is also endowed with economic tre ss like dawadawa, baobab, shea and nim trees which contain medicinal properties. 2. 1. 4 Soil and GeologyThe soil found in most parts of the community is clayey in nature with trace amounts of gravel whilst the farming areas are clayey loam. Soil associations that exist are the Wenchi-Varempere, Wenchi-Baleufill, Wenchi-Tafali, which are fairly distributed to marginally suitable areas for crop production. These series have similar characteristics to the S-rated soils and are thus suitable for mechanized irrigated cultivation of some export and food crops. The community is surrounded by extrusive an igneous rock which is believed to contain traces of granite. 2. 2 Socio-demographic characteristics 2. 2. 1 Population SizeAccording to the 2000 population and housing census, a population of 1922 was realized; the district had a project population of 2191, 2234 and 2277 for 2007, 2008 and 2009 respectively. However it was realized from the groups study that the total population of Tanina is currently 2194 and out of this, the males were 1047 representing 48. 8% and females were 1145 representing 52. 8% of the total population. This increase in population could be as a result of high birth rate and low death rate. 2. 2. 2 Age Distribution AGE GROUP| NUMBER OF PEOPLE| PERCENTAGES(%)| 0-17| 980| 44. 7| 18-54| 827| 37. 7| 55+| 387| 17. 6| TOTAL| 2194| 100|Table 2. 1. 1 Age Distribution 2. 2. 3 Ethnicity, Religion, Kinship Inheritance and Marriage Tanina is inhabited by two major tribes namely the Walas who represent 94% of the total population, the Dagaabas who represent 5% and other tribes namely Akans and Fulaanis taking up the rest of the 1% of the total population. Information also gathered revealed that there are three main religions being practiced in the community, namely; Islam, Christianity and the African traditional religion with Islam being the most dominant. 92% of them practiced Islam, 6% were Christians whilst the remaining 2% belong to the African tradi tional religion.The patrilineal system of inheritance is practiced by the inhabitants with majority of the people practicing Polygamy as a system of marriage. 2. 2. 4 Economy The economy of the community is mostly driven by agriculture with commerce and industrial sectors being least developed. Out of a sample of fifty houses that was studied, 90% of the people were engaged in agricultural activities like farming and the rearing of animals, 6% were in to trading whilst the remaining 4% were engaged in the local industries and service sectors available in the community. . 2. 4. 1 Agriculture Tanina is endowed with fertile soil which makes the cultivation of crops very productive so it is therefore not surprising that it is the backbone of the economy. The people are both commercial and subsistence farmers but dominantly subsistence. Mixed cropping, mixed farming and mono cropping are some of the farming systems adopted by the people to yield positive results with the help of simple f arm tools like hoes, cutlasses, dibbers and many others, only a few farmers use tractors and bullocks for cultivation of crops.The chief is the custodian of the land so he has the sole power to give out land to individuals who want to undertake farming activities in the community but however, some individuals own family lands which they could use for this purpose. Agriculture in the community like all communities in the three northern regions is mostly rain-fed which results in seasonal unemployment in the dry season. However, there are two dams that have been constructed in the community to serve domestic and irrigation purposes during the long dry season.Productivity is affected mainly by the lack of ready market for perishable crops, small farm size, and absence of a community market and high cost of transportation. Since there are no markets in the community, marketing of agricultural produce and livestock is carried out in nearby community markets and at home. When it comes to the issue of financing agriculture in the community, the people rely mainly on their personal savings and sales from their previous harvest. They also relied on family labour as well as hired labour to support their agricultural activities.The industrial sector of the community is comprised of several activities such as soap making, shea butter processing, dawadawa processing, rice processing and charcoal burning and all of them are undertaken and dominated by the women. The community is abound with the necessary raw materials needed to power these industries but these activities sometimes have a negative impact o the physical environment, for instance bush burning caused by the charcoal burners, indiscriminate felling of trees, pollution and many others. 2. 2. 5 CommunicationIn the traditional institution, information flows from the chief through the sub-chiefs to the council of elders, then to the family heads and finally to the community members and vice versa. With regards to th e modern institution, information flows from the district assembly through the assembly man who discusses it with the unit committee and then to the entire community members and vice versa. There is a cordial and cooperative relationship existing between the two institutions as a result of mutual understanding and respect for each other’s views.The flow chart below depicts the flow of information in the community. TRADITIONAL MODERN CHIEF DISTRICT ASSEMBLY SUB-CHIEFS ASSEMBLY MAN COUNCIL OF ELDERS UNIT COMMITTEE FAMILY HEADS COMMUNITY MEMBERS COMMUNITY MEMBERSIn Tanina community, the modern political institutions take decisions in consultation with the traditional authority dominated by men with the exclusion of women. The political institutions consults with the social institutions for prayers and the social institutions in turn rely on the political institutions for protection an d maintenance of law and order in the community. Special preferences are given to men than wom en in the community; this is evident since women are not allowed to hold certain positions like family heads, clan heads and also to play leadership roles in major decision making activities for the community.However, the women work hard by playing an assisting role by providing labor on farms aside their numerous domestic chores. 2. 2. 6 Health and Education Tanina lacks a health facility so the people usually rely on the expertise of traditional healers based in the community. These herbalists cure a variety of diseases and ailments like stomach ache, headache, epilepsy, snake bites, fever and many other common illnesses. Due to the vantage location of the community, most serious illnesses are either referred to the Poyentanga clinic or the Wa regional hospital.In some cases, the people patronize the services of chemical stores in the community in order to acquire drugs to cure their health conditions which are usually without a doctor’s prescription, this leads to the inci dence of self-medication which only causes harm than good. The people have been able to practice good food nutrition by balancing their meals to contain all the necessary components of a balanced diet. They eat plant and animal protein as well as vegetables which are prepared under hygienic conditions.From studies conducted in the community in 2011 by UDS students in the community, it was realized that the percentage of trained teachers in the school is encouraging, that is 58. 35% as against 41. 35% untrained. Moreover, the teacher –pupil ratio in the school was 1:35 which is below the national ratio of 1:45. The school lacks a library facility, electricity to facilitate night classes, funds for renovation of deplorable infrastructure and inadequate staff, furniture, teaching and learning materials which has contributed to poor academic performance on the part of the students. . 2. 7 Water and Sanitation The main source of portable drinking water in the community is bore-hol es. Even though, they get access to the Zoomlion service which is not effective, the sanitary conditions of the community is not the best, there exists no sewage disposal systems. Solid and liquid waste from local industries and houses are disposed of in to the open environment. Places used as refuse sites have become heaped and produce foul scents which pose harm to human health. CHAPTER THREE 3. 0 LITERATURE REVIEW . 1 Development of Mobile Telecommunication 3. 1. 2 Definition and Brief Historical Perspective Mobile Telecommunication refers to the exchange of information, ideas and thoughts through the medium of a mobile phone, telephone or wireless network. According to the World International Property Organisation (n. d), ‘‘a mobile communications system/network refers generally to any telecommunications system which enables wireless communication when users are moving within the service area of the system.A typical mobile communications system is a Public Land Mobil e Network (PLMN). ’’ Until the invention of modern technology, the use of semaphore, flags, heliograph, relay runners; riders and criers, smoke signals, drum, and light signals; message-carrying pigeons, and even the postal system were the traditional long-distance communication media (http://en. wikipedia. org/wiki/Telecommunication, downloaded on 10th August 2008). According to Balasubramanian et al. , (2002, p. 49), ‘‘the first transmission involving a single mobile platform occurred in June 1898, when Marconi transmitted a radio signal over 42 miles between a French naval vessel and the Wimereux shore station. The first transmission between a mobile transmitter and a mobile receiver occurred in July 1898 when aboard the Royal Navy warship Juno, Marconi received messages from the warships Alexandra and Europa at ranges of up to 45 miles. The first mobile telephone call occurred in June 1946, when a truck driver in St.Louis, Missouri, placed a telephone c all using a handset from under his vehicle’s dashboard. Utilities, truckers, and news reporters rapidly adopted this technology and nearly 100 cities and highway corridors and access to mobile telephone service by 1948. The technologies were very expensive then. The cellular phone concept that currently supports the bulk of mobile communication was developed in 1947 at Bell Laboratories. ’’ Today there are many different types and kinds of mobile phones that are used with supporting network for communication.These mobiles have different features and powerful capabilities. Apart from the basic use of making and receiving calls and messages; some can be used to play music, video, games, store considerable amount of personal data, access banking services with internet capabilities (e-mails, e-order/procurement etc), among other uses. Mobile communications systems have been developed because of the increasing need to free users to move away from fixed telephone term inals without impairing availability of users.Mobile technology has rapidly developed from first generation (1G), second generation (2G), third generation (3G) to beyond third generation (3. 5G and 4G) mobile technology that uses digital wireless technology that supports faster display of multimedia and global roaming 3. 1. 3 Players and Role of Mobile Telecommunication Mobile communication network providers, in delivering services to customers, operate in an environment that involves purposeful relationships and interactions between several actors in many activities and with different resources.Some of the players in mobile telecom industry providing services to the customers at their various locations are: the mobile operator who provides the location positioning infrastructure that tells where the customer is; the content provider that delivers the information; the supplier that combines the information with the location information and makes it location relevant; and the platfor ms through which the customers can access the services (Harter 2000). Therefore it appears that any mobile telecom network needs to have several key players along its value chain in delivering services to its customers (Pura M. 005). Mobile telecommunication plays a major role in today’s information technology-driven world of business. Nigel Scott et al. , (2004, p 14 &15) observe that ‘‘one might expect most calls to be related to economic issues; research confirms that at present in Africa, it is social uses that drive phone use amongst the poor. â€Å"Chatting† and â€Å"keeping in touch† are the most common use of phones. This is of value because it strengthens social capital through improved networking with friends and family. Other social calls concerning urgent matters (e. g. funerals and festivals) and financial matters (e. . call to family members working in cities to ask for money) rank highly and business and official/government matters cu rrently rank the lowest. Calls enable people to save time, increase production (business), diversify (e. g. crops, goods in shops), and to get news. Together this means that phones have a positive impact on improved incomes, reduced risk, and an improved sense of well-being. ’’ Some of the roles played by mobile telecommunication are: †¢ It is an enabler of Mobile commerce and promotes dissemination of useful information to entrepreneurs and enhancing business creation (Adjei Boadi R. amp; Gause Shaik A. 2006; Sahlfeld M. 2007; Nodh & Nodh 2007). †¢ It is a source of employment for many people whose jobs are created and/or facilitateddirectly or indirectly by the existence of mobile telecommunication (Adjei Boadi R. & Gause Shaik A. 2006). †¢ It is a significant source of revenue not only for its business operators but also to governments through taxes paid by income earners in the mobile telecom industry (Adjei Boadi R. & Gause S. A. 2006). †¢ It i s a cheap means of communication and therefore cost-effective since it reduces the cost of travel. Nodh & Nodh 2007) †¢ It enhances the convenience of instantaneous communication. Mobile phones were introduced so we could communicate when â€Å"on the move† and the capabilities have now expanded beyond their initial function for talk: you can now use mobile phones to access/receive a range of information wherever you are. A mobile phone allows you to be accessible at all times, wherever you are. It can help improve communication between staff and customers, particularly business to business customers that may involve travelling (Adjei Boadi R. amp; Gause Shaik A. 2006). Some of the arguments raised against the use of mobile phones are that: †¢ It elicits more unwanted calls as a result of being accessible from anywhere in the country. †¢ There is a potential cost of using a mobile phone for business, and the costs will be so high as to damage their business. Th is is a potential danger, particularly when employees are using business mobiles, as there is a risk that some employees could misuse the phone raising bills massively. It is hazardous to the human health in that it causes difficulty in concentration when driving, fatigue, and headache; cancer, increase reaction time in a time time-dependent manner, infertility in man, and many other diseases. The use of mobile phones increases the risk of road accidents that couldhaveneverhappenedwithoutphones. (http://www. controlyourimpact. com/2008/03/disadvantages-of-mobile-phones/phones/) 3. 2 Description of Telephone Service Providers in Ghana Telecommunication service providers in Ghana over the years have increased from three to six in the last ten years.Most of the service providers in the mobile telecom industry, particularly the GSM service providers are all multi-national companies. It has been revealed that the main reasons of their coming to Ghana is either a complete buy out of local interest or they go in for a foreign-local partnership in which they are going to be the majority shareholders. (www. nca. org. gh) According to NCA statistics, (December, 2011), the number of registered mobile phones and fixed lines in Ghana is 21,450,564 which represents 89. 4% of Ghana’s estimated 24 million people comprising of 88. 2 mobile penetration and 1. fixed line penetration. Going by the NCA figures in December, 2011, MTN commands 48% market share, Vodafone 20. 2%, Tigo follows with 18. 53%, Airtel comes in at 12. 4% and Expresso trails with a relatively insignificant 0. 88%. Each of the telecom network companies is continually improving upon the quality of their service delivery in order to survive the high competition in the industry 3. 3 Licensing The National Communication Authority (NCA) is the only institution mandated by the Government to give license to prospective telecommunication firms wanting to operate in Ghana.The main reasons for the licenses are t o check unauthorized firms operating without the knowledge of the Government. The licensing is done in an open, non-discriminatory, and transparent manner. The NCA in consultations with the Ministry of Communication determines the application criteria, procedures and terms of conditions associated with the license. The National Communication Authority (NCA) has the right to withdraw the license of firms. Licenses fees are determined by the National Communication Authority in consultation with the Ministry of Communication’s.Licenses for Mobile phone service providers are based on the usage of the national resources like the electromagnetic spectrum. (www. nca. org. gh) 3. 4 Competition Policy The National Communication Authority has the competition policy in place to make sure there is fair, transparent and non-discriminatory telecommunication market environment. In every society where there is more than one firm operating in the same field there is always competitions among them and one will be better than the other. In the telecommunication sector of Ghana there are five active different service providers that operate in the country.The policy is to ensure that these service providers work in harmony with each other. The National Communication Authority has the mandate to determine specific procedures, rules, regulation and administrative structures to ensure the competitiveness of this policy. The policy makes sure that small and big service providers are all treated in an equal and fair manner. (www. nca. org. gh) 3. 5 Customer Protection Strategies Companies need to know the factors that lead to satisfaction or dissatisfaction of a product with their existing and past customers to define future plans for operation and marketing.Getting a real insight about the customer views on MTN products or services requires efficient and in-depth market research covering all aspects of general customer behavior attributes. MTN Company conducts personal intervie ws, suggestion surveys, feedback forums etc. to gain the customer behavior for the product and the company. (www. mtn. com. gh) 3. 6 Building Customer Satisfaction Customers has become quality conscious and companies have started quality control programs in their manufacturing and retailing operations.The products offered need to meet the expectations of the customer. In certain cases of relationship marketing, telecommunication companies try to overwhelm the customers with so much value that he does not think of going for a competitive product. In the competitive business environment, a business transaction does not end with a sale. The company tries to constantly update the customers regarding new product offerings and discounts to the privileged customers. Customers are the king, understanding their expectations and behavioral patterns is the key to business success. www. mtn. com. gh) 3. 7 Marketing Mix Component The Internet has changed the way business is done in the current w orld. The variables of segmentation, targeting and positioning are addressed differently. The way new products and services are marketed have changed even though the aim of business in bringing economic and social values remain unchanged. Indeed, the bottom line of increasing revenue and profit are still the same. Marketing has evolved to more of connectedness, due to the new characteristics brought in by the Internet.Marketing was once seen as a one way, with firms broadcasting their offerings and value proposition. Now it is seen more and more as a conversation between marketers and customers. Marketing efforts incorporate the â€Å"marketing mix†. Promotion is one element of marketing mix embraced by MTN Company. Promotional activities include advertising (by using different media), sales promotion (sales and trades promotion) e. g. MTN promotion phones with free airtime, and personal selling activities e. g. MTN sales boys and girls moving about with MTN phones, sim cards , modems etc .It also includes Internet marketing, sponsorship marketing: E. g. MTN has sponsored a lot of events and programs (such as: FIFA World Cup 2010, and MTN direct marketing, database marketing and public relations. Integration of all these promotional tools, along with other components of marketing mix, is a way to gain an edge over a competitor. (http;//en. wikipedia. org/wiki/marketing mix) 3. 8 MTN and Customer Feedback MTN Company either directly or through a consultancy firm involve in understanding the customer behaviour which decides the success of their product offerings.It conducts personal cross-section interviews with current customers, previous customers and prospective customers to arrive at the vital reasons and facts on the part of the firm in providing customer satisfaction. This feedback helps the company in rebuilding their operational strategies and marketing techniques by improving service standards, delivery systems and payment terms and methods. (www. mtn. com. gh) 3. 9 Role of Ghana Government The Government of Ghana has a very important role to play on how telecommunication and other business group go about their business in the country.Though most telecommunication firms are owned by private investors like MTN, there are rules and regulations they must follow to make work easier and create a very good working environment for other potential investors. The government has to make sure there is equal level field for competitions among various telecommunication service providers. (www. nca. org. gh) The National Communication Authority as a government machinery is mandated to sanction mobile telecommunication companies for poor service delivery or failure to meet core requirements of NCA.On November8, 2011 the NCA issued a statement imposing a fine of GH? 1. 2 million on five mobile telecommunication companies in Ghana. The five; MTN, Vodafone, Airtel, Expresso and Tigo – were penalised for rendering poor services to their clients. The punishment of the five telecommunication companies covers the third quarter of this year and formed part of measures by the telecom regulator to sanction poor quality service delivery offered to clients of the telecommunication companies and also ensure that consumers have value for money.Airtel suffered the heaviest fine of GH? 350,000. According to an NCA report, the network, which has approximately 10 per cent of the market with a total customer base of two million as of the end of August, experienced a lot of traffic channel congestion in Tamale, Sekondi-Takoradi and the Upper East and West, and Greater Accra regions. MTN and Expresso were fined GH? 300,000 each. The former was punished for the same offense as Airtel. Vodafone, which also defaulted in its service quality in three regions – Western, Greater Accra and Brong Ahafo regions – was fined GH? 50,000. Tigo received the least fine of GH? 100,000 after having defaulted in the Western and the thr ee northern regions. (ghanabusinessnews. com/2011/11/08/five-telecom-firms-in-ghana-fined-1. 2m-for-poor-services) The National Communications Authority (NCA) recently fined telecom giant Glo Ghana, US$200,000 for failing to meet a deadline to launch its commercial operations. The Nigeria based telecom giant received the license to operate in Ghana in 2008. It has since been unable to launch commercial activity in the country after a number of announcements to do so.The NCA issued a Mid-April 2012 ultimatum to Glo Ghana to launch or face sanctions ranging from penalty fines to complete withdrawal of license. It launched its commercial operation on 30th April 2012 making it the sixth and last telecom company to operate in Ghana. (businessdailyonline. com/NG/inder. php/media-business/36776-glo-molbile-starts-operations-in-ghana) 3. 10 MTN Ghana Foundation Corporate Responsibility The MTN Ghana Foundation is being set up to manage the corporate social responsibility (CSR) activities.Th e philosophy of MTN is closely linked with the principles of Sustainable Development which argue that enterprises should be obliged to make decisions based not only on financial or economic factors, but also on the social, environmental and other consequences of their activities. The MTN Ghana Foundation was launched in November 2007 in Accra, Tamale and Sunyani. The Foundation has been established to direct and manage the corporate social responsibility activities of MTN. The objective of the Foundation is to enhance the socio-economic development of communities where MTN operates.The focus areas for this first year are health and education. These two areas are aligned with national priority and development programmes. (www. mtn. com. gh) With education, MTN Ghana Foundation supported Tsito and Akatsi with educational infrastructure. The foundation commissioned a three (3) unit classroom block and a library for Akatsi D/A Basic School and Tsito Senior Technical High School respecti vely. Prior to the provision, the Akatsi D/A Basic School held classes under trees and Tsito Senior Technical High Schoolalso lacked a school library for student. (www. news. peacefmonline. com/education/201203. hp) MTN Ghana Foundation refurbishes Kpedze Health Centre. the MTN Ghana Foundation, has launched the refurbishment of the Kpedze Health Centre in the Volta Region. The over 30 year old health facility has been struggling with severe structural defects after parts of the building were destroyed through a fire outbreak some few years ago. MTN is investing GH? 160,000 towards the project. The project is expected to be completed within a period of 12 weeks and involves the refurbishment of the physical structure of the main Out Patient Department (OPD) and the maternity block. (www. mtn. com. gh/NewsArtDetails. sp? AID=145&ID=11&FirstParentID=1) CHAPTER FOUR 4. 0 DATA PRESENTATION 4. 1. Background of Analysis 4. 1. 1. Respondents Characteristics Table 4. 1. 1 Respondentsâ€℠¢ Gender Gender| Frequency| Percentage| Male| 84| 64. 62| Female| 46| 35. 38| Total| 130| 100| Source: Field survey (June, 2012) The respondents’ gender as displayed in Table 4. 1. 1 indicates that the males (66. 62%) were more than the females (35. 38%). Table 4. 1. 2 Age of respondents Age/Years| Frequency| Percentage| Below 20| 13| 10| 20 – 29| 36| 27. 69| 30 – 39| 52| 40| 40 – 49| 20| 15. 38| 50 and above| 9| 6. 93| Total| 130| 100|Source: Field survey (June, 2012) Table 4. 1. 2 indicates the respondents’ age. It is obvious that most of them were in the young adult age and economically active group, between the ages of 20 and 39 constituting 67. 69% (27. 69% and 40%), while the rest constitute 30. 31% made up of respondents below 20, between 40 and 49, and 50 years plus. Table 4. 1. 3 Respondents’ Occupation Occupation| Frequency| Percentage| Civil servant | 4| 3. 07| Student| 11| 8. 46| Businessman/woman| 31| 23. 85| Other profession| 8 4| 64. 62| Total| 130| 100| Source: Field survey (June, 2012) Table 4. 1. 3 depicts respondents’ Occupation.Most of the respondents were farmers (other profession) representing 64. 62% followed by businessman/woman 23. 85 %, while 11 % and 4% were students and civil servants respectively. Table 4. 1. 4 Respondents’ Education Level Education Certificate| Frequency| Percentage| BECE| 43| 33. 07| WASSCE| 40| 30. 76| Diploma| 4| 3. 07| Bachelor’s Degree| 0| 0| Post Graduate| 0| 0| Uneducated| 43| 33. 07| Total| 130| 100| Source: Field survey (June, 2012) Figure 4. 1. 4 depicts respondents’ level of education. This shows majority of the respondents are BECE holders and uneducated representing 86%, followed by WASSCE 30. 6% and Diploma 3. 07%. 4. 2 Analysis of MTN to MTN calls or MTN to other networks or other networks to MTN in Tanina. The research used â€Å"satisfied†, â€Å"very satisfied† and â€Å"dissatisfied† to analyze how effectve MTN to MTN, MTN to other networks and other networks to MTN calls were in the community. The table below reveals how respondents felt about MTN to MTN calls in the community. Table 4. 2. 1 MTN to MTN calls MTN to MTN calls| Frequency| Percentage| Satisfied| 22| 16. 92| Very Satisfied| 32| 24. 61| Dissatisfied| 76| 58. 47| Total| 130| 100| Source: Field survey (June, 2012) The research revealed that 58. 7%, representing majoring of the sample size were not satisfied with calls from MTN to MTN sighting situations like call drops, speech mutation, poor voice signal quality and calls not going through. The remaining respondent 41. 53% gave no complaints about the network as they were satisfied and very satisfied with their service. When the group contacted the regional office in Wa, they sited reasons like congestion of calls made at a particular time due to the vast number of subscribers, due to rampant fiber cuts during road construction and other development activities near the comm unity.Fig 4. a showing results of MTN to MTN calls Table 4. 2. 2 MTN to other networks calls MTN to other networks calls| Frequency| Percentage| Satisfied| 21| 16. 15| Very Satisfied| 11| 8. 46| Dissatisfied| 98| 75. 39| Total| 130| 100| Source: Field survey (June, 2012) During the research it was revealed that 98 out of 130 respondents representing 75. 39% were dissatisfied with calls from MTN to other local networks. This they noted is as a result of call drops, poor voice signal. The remaining 16. 15% and 8. 46% were â€Å"satisfied† and â€Å"very satisfied† respectively. This is tabulated in the tale above.The MTN Regional Office attributed this to maintenance in their network equipment, poor network signal and technical difficulties other networks might be experiencing, Fig 4. b showing results of MTN to other networks Table 4. 2. 3 other networks to MTN calls Other networks to MTN calls| Frequency| Percentage| Satisfied| 32| 24. 61| Very Satisfied| 9| 6. 92| Dis satisfied| 89| 68. 46| Total| 130| 100| Source: Field survey (June, 2012) Table 4. 2. 3 revealed that majority of the respondents 89, representing 68. 46% were dissatisfied with calls made from other networks to MTN.This, according to respondents, is as a result of call drops, poor voice signal. Four non MTN users also stated that they find it difficult and sometimes impossible for their calls to go through when trying to call MTN numbers. The remaining 32 representing, 24. 61% and 9 representing 6. 92% recorded â€Å"satisfied† and †very satisfied† respectively. The MTN Office attributed this occasions to when activities are carried out on the network, poor network signal and technical difficulties other network might be experiencing, Fig 4. c showing results of other networks to MTNThe implication of the above analysis indicate that mobile phone users (MTN users and other network users) are dissatisfied with their call service as a result of the following I Call drops II Poor voice signal III Speech mutation, IV Calls not going through 4. 3 Analyzing MTN most preferred product(s) or service(s) The research with the help of the questionnaires found out the following product(s) and service(s) were known to respondents: I MTN Callback II MTN Pay4me III MTN Mobile money IV MTN internet/broadband V MTN Me2u VI MTN internet bundleThe table shows the number of respondents who were able to list the number of product(s) or service(s) known to them. Table 4. 3. 1 List of Product(s) or Service(s) known to Respondents Product(s) or service(s)| Number of respondents| Percentage| MTN Callback| 84| 64. 61| MTN Pay4me| 63| 48. 46| MTN Mobile money| 77| 59. 23| MTN internet/broadband| 62| 46. 92| MTN Me2u| 44| 33. 85| MTN Zone| 23| 17. 69| Source: Field survey (June, 2012) Table 4. 3. 1 illustrates the number of respondents who listed MTN product(s) or service(s) known to them. Out of 130 respondents 84 representing 64. 1% listed MTN Callback as the produc t or service known to them, trailed by MTN Mobile money with 77 respondents representing 59. 23%, MTN Pay4me with 63 respondents representing 48. 46%, MTN internet/broadband with 62(46. 92%), MTN Me2u 44(33. 85%) and MTN Zone with 23 respondents constituting 17. 69%. On the other hand, the research also revealed the most preferred MTN product(s) or service(s) by respondents. Table 4. 3. 2 Most preferred product(s) or service(s) PRODUCT(S) OR SERVICE(S)| Frequency| Percentage| MTN Callback| 37| 28. 46| MTN Pay4me| 32| 24. 61| MTN Mobile money| 41| 31. 53|MTN Internet/broadband| 16| 12. 30| MTN Me2u| 4| 3. 07| MTN Zone| 0| 0| Total| 130| 100| Source: Field survey (June, 2012) Table 4. 3. 2 shows the order of preference for the product and service; MTN Mobile money with 31. 53%, followed by MTN Callback 28. 46%, MTN Pay4me 24.. 61%, MTN internet/broadband 12. 30%, MTN Me2u 3. 07% and MTN Zone 0% Fig 4. e show results of respondent most preferred MTN product(s) or service(s) The reasons behind respondents preferring MTN product(s) or service(s) to others is as a result of the following benefit they accrue from the use of it: * MTN Mobile moneyThis service enables users to send money to their love ones in any part of the country through the use of their mobile phone. This respondent say is easier as compared to making transaction in the bank as one does not need to have bank accounts to receive or send money. The research revealed that most of the people who use this service have their families in the big cities that send them money through this service. However, this service is faced with setbacks like poor network signals making it difficult to access the services sometimes. * MTN CallbackThis is a free service that enables MTN users to send messages like â€Å"please call me†, â€Å"I’ve missed you, please call me† and â€Å"can’t talk now please text me† to fellow MTN users even when they don’t have credit. According to respondents, they like the use of this service because even when they don’t have enough credit to make calls, it allows them to send messages to the intended person for him/her to call them back. * MTN Pay4me The pay4me service allows MTN users to call other MTN numbers even when they don’t have credit. As a collect call service the receiver agrees to pick the call and bear the cost instead of the caller.Respondents revealed that they benefitted from this service mostly in times when they face hardship/money crisis. * MTN Internet/broadband This is an internet/broadband service that allows users to have internet access. The research revealed that students, civil servants and businessmen/women are mostly people who use this service. It enables one to have easy access to information by surfing the web. Some of the respondents complained about the poor nature of this service like poor internet speed and abrupt interruption in the connection. * MTN Me2u This allows MTN us ers to send or receive credit/airtime to/from other MTN users.Only four (4) respondents use it and were satisfied with the nature of the service. The group used a 5 point scale (where 1 is the lowest and 5 is the highest) to rate the level of customer satisfaction in relation to the most preferred product(s) or service(s). Table 4. 3. 3 Rating| Frequency| Percentage| 1| 12| 9. 23| 2| 73| 56. 15| 3| 22| 16. 92| 4| 21| 16. 15| 5| 2| 1. 54| Total| 130| 100| Source: Field survey (June, 2012) Table 4. 3. 3 shows that, 56. 15% respondents chose 2, followed by 3, representing 16. 92, 4 representing, 16. 15%, 1, representing 9. 23% and 5, representing 1. 4%. In conclusion majority of the respondents, 56. 15% rated 2, indicating their dissatisfaction about the quality of MTN product(s) and service(s). From the analysis, it is clear that the most preferred MTN product(s) or service(s) is MTN Mobile money with 31. 53%, followed by MTN Callback 28. 46%, MTN Pay4me 24.. 61%, MTN internet/broadba nd 12. 30%, MTN Me2u 3. 07% and MTN Zone 0%. 4. 4To ascertain how convenient MTN subscribers have access to their helpline (111). The table below shows the number of respondents who the MTN customer helpline number Table 4. 4. Number of respondents who know MTN customer helpline number Responds| Frequency| Percentage| Yes| 92| 70. 77| No| 38| 29. 23| Total| 130| 100| Source: Field survey (June, 2012) Table 4. 4. 1 shows that majority (92), representing 70. 77% of respondents knew MTN customer helpline number 38 representing 29. 23%. Fig 4. f showing results of respondents who know the MTN customer helpline number The table below depicts results of respondents who were in one way or the other not satisfied with the services of MTN customer helpline Table 4. 4. 2 Problems| No. of respondents| Percentage|Calls don’t go through | 67| 51. 53| Complaints/problems are not addressed| 97| 74. 61| Takes a longer time for calls to be answered | 103| 79. 23| Other| 56| 43. 07| None of th e above| 32| 24. 61| Source: Field survey (June, 2012) With respect to 130 respondents, there were multiple answers with how they expressed their dissatisfaction with the service of MTN customer helpline. 103 respondents chose â€Å"Takes a longer time for calls to be answered†. This represents 79. 23%, followed by â€Å"Complains/problems are not addressed† with 97 (74. 61%), â€Å"Calls don’t go through† 67 representing 51. 3%, other 56 (43. 07%) and â€Å"none of the above† with 32 (24. 61%) respondents. Satisfied, very satisfied and dissatisfied were also adopted to analyse the extent to which customers were satisfied with MTN customer helpline Table 4. 4. 3 Level of satisfaction with customer helpline Level of satisfaction| Frequency| Percentage| Satisfied| 27| 20. 76| Very satisfied| 11| 8. 46| Dissatisfied| 92| 70. 78| Total| 130| 100| Source: Field survey (June, 2012) Fig 4. g showing results of respondents with their level of satisfaction with respect to MTN customer helpline.The analysis of the above results indicates that majority of the respondents 92 (70. 78%) expressed their dissatisfaction with the service of MTN customer helpline, 27 representing 20. 76% said they are satisfied with customer helpline and very satisfied with 11 respondents constituting 8. 46%. 4. 5 To ascertain the satisfaction level of MTN internet/broadband service by its users Table 4. 5. 1 shows the results of respondents who have or do not have MTN internet/broadband Responds| Frequency| Percentage| Yes| 12| 9. 23| No| 118| 90. 76| Total| 130| 100|Source: Field survey (June, 2012) During the research, 12 out of 130 respondents, constituting 9. 23% were having or using MTN internet/broadband and the remaining 118 respondents, representing 90. 76% were either not having or using MTN internet/broadband. Those who were not having or using the product/service gave the following I The MTN internet/broadband modem is expensive II MTN internet spe ed/connection in the community is slow/poor III Discouraging remarks about the modem by its users. IV Scarcity in getting one to purchase V Don’t have the computer to use it with.The twelve (12) respondents who were using the product or service were asked about their level of satisfaction regarding the product/service. Table 4. 5. 2 Level of satisfaction with MTN internet/broadband service Level of satisfaction| Frequency| Percentage| Satisfied| 6| 50| Very satisfied| 4| 33. 33| Dissatisfied| 2| 16. 67| Total| 12| 100| Source: Field survey (June, 2012) Out of the 12 respondents who were using the product/service 6 representing 50% were satisfied with quality of the service in the community, Four (4) chose for very satisfied representing 33. 3% and with 2 representing 16. 67% indicating dissatisfied Fig 4. h showing results of MTN internet/broadband user with their level of satisfaction. Respondents who were using the MTN internet/broadband service expressed their level of sat isfaction regarding the product/service. 6 out of the 12 respondents representing 50% showed they were very satisfied with MTN internet/broadband, followed by 4 representing 33. 33% showing they were satisfied and dissatisfied with 2 representing 16. 67%. 4. 6Overall Satisfaction Level from Respondents Table 4. 6. Overall Satisfactory Level from Respondents Satisfactory Level| Frequency| Percentage| Very satisfied | 0| 0| Satisfied| 9| 6. 92| Neutral | 37| 28. 46| Dissatisfied | 78| 60| Very dissatisfied| 6| 4. 62| Total| 130| 100| Source: Field survey (June, 2012) The above table indicates that majority (78 respondents out of 130 representing 60%) of the respondents expressed dissatisfaction with the overall MTN customer satisfaction with respect to their product(s) and service(s) in t community. Fig 4. i showing results of overall satisfactory level of respondents. . 7 Plans by MTN Ghana to improve customer satisfaction in rural areas of Upper West Region. * Widen their network co verage from the length and breadth of the country which rural areas in Upper West is part of. * Improve the quality of their product(s) and service(s) to meet customers’ needs. * Continue to deliver and provide better services to their dedicated customers. * Perform other developmental activities through heir Corporate Social Responsibility Foundation. CHAPTER FIVE 5. 0 SUMMARY, CONCLUSION, AND RECOMMENDATIONS 5. 1 Summary and Major FindingsThe research major findings cover the four thematic research objectives. 5. 1. 1To find out how MTN to MTN calls or MTN to other networks or other networks to MTN calls effective in Tanina The research revealed that 58. 47% representing majoring of the sample size were not satisfied with calls from MTN to MTN sighting situations like call drops, speech mutation, poor voice signal quality and calls not going through. The remaining respondent 41. 53% gave no complaints about the network as they were satisfied and very satisfied with their se rvice.During the research it was revealed that 98 out of 130 respondents representing 75. 39% were dissatisfied with calls from MTN to other local networks. This, they said is as a result of call drops, poor voice signal. The remaining 16. 15% and 8. 46% were â€Å"satisfied† and â€Å"very satisfied†, respectively. Finally, the research revealed that majority of the respondents 89 representing 68. 46% were dissatisfied with calls made from other networks to MTN. This according to respondents is as a result of call drops, poor voice signal.Four non MTN users also stated that they find it difficult and sometimes impossible for their calls to go through when trying to call MTN numbers. The remains 32 representing 24. 61% and 9 representing 6. 92% recorded â€Å"satisfied† and †very satisfied† respectively. 5. 1. 2To ascertain what MTN product(s) or service(s) is/are most preferred. In the course of the research, respondents most preferred MTN product(s ) or service(s) was MTN Mobile money with 31. 53%, followed by MTN Callback 28. 46%, MTN Pay4me 24.. 61%, MTN internet/broadband 12. 30%, MTN Me2u 3. 07% and MTN Zone 0%. . 1. 3To examine how convenient MTN subscribers have access to their helpline (111) in Tanina. The research indicates that majority of the respondents 92 (70. 78%) expressed their dissatisfaction with the service of MTN customer helpline, with Satisfied 27 representing 20. 76% and very satisfied with 11 respondents constituting 8. 46%. 5. 1. 4To ascertain the level of satisfaction of MTN internet/broadband service by its users. Respondents who were using the MTN internet/broadband service expressed their level of satisfaction regarding the product/service.Six (6) out of the 12 respondents, representing 50% showed they were very satisfied with MTN internet/broadband, followed by 4 representing 33. 33% showing they were satisfied and dissatisfied with 2 representing 16. 67% 5. 2Conclusion It can be concluded from the study that majority of the respondents expressed their dissatisfaction with the overall MTN service. The main reasons given by the respondents are: a Some of the respondents are of the view that, MTN products and services is expensive. b The network in the community is unstable which causes; I Call dropsII Poor voice signal III Speech mutation IV Calls not going through c Various MTN product and services were unknown to respondents d The services provided by the customer helpline are unsatisfactory. The study also found out that the following with respect to MTN service which are worth mentioning: * The quality of MTN internet/broadband was satisfactory * The nature of MTN Mobile Money service was also satisfactory to those who used it 5. 3Recommendations The research has come to conclude that MTN offers varieties of products and services to its valued customers.However, some of the products still remain unknown to majority of respondents. Among these products and service include; MTN video calling, MTN Blackberry, MTN Backup, MTN Play, Eselfcare and call management services like: call divert, call barring and, hide number. * MTN should strengthen their advertising/publicity mechanism to create awareness about their products to its subscribers in rural areas like Tanina. * Since majority of the respondents were not satisfied with MTN product and service, the research recommend that MTN Ghana should improve the quality of their product(s) and service(s) in rural communities. MTN should cut down the prices regarding their product and service to make it affordable to rural people * MTN should improve upon their customer helpline service to retain customers since majority expressed their dissatisfaction about this service. * Upgrade and improve on their network coverage in rural communities. * MTN Ghana Foundation as part of it Corporate Social Responsibility should extend it their corporate responsibility programs to rural communities like Tanina. * MTN should m ake available the 3. 5G Network to enable fast and uninterrupted internet connection in the community.UNIVERSITY FOR DEVELOPMENT STUDIES FACULTY OF INTEGRATED DEVELOPMENT STUDIES DEPARTMENT OF AFRICAN AND GENERAL STUDIES (DAGS) DEVELOPMENT COMMUNICATION OPTION AN ASSESSMENT ON CUSTOMER SATISFACTION WITH PRODUCT AND SERVICE DELIVERY OF MTN GHANA IN RURAL AREAS OF THE UPPER WEST REGION. (A CASE STUDY IN TANINA) QUESTIONNAIRE FOR RESPONDENTS Dear mobile network subscriber, we are students of University for Development Studies, Wa Campus and this questionnaire is designed to collect information about how you feel about the service delivery of your mobile network in Tanina, Upper West Region at least for the last 12 months.Your responses will be treated as confidential and will be used for only academic purposes, Thank you. Please tick [v] the appropriate box for your answers. RESPONDENT’S IDENTIFICATION 1. Please what is your gender? [ ] male [ ] female 2. Please select your age group. [ ] below 20 years [ ] 20 – 29 [ ] 30-39 [ ] 40 – 49 [ ] 50 and above 3. What is your occupation? [ ] civil servant [ ] student [ ] businessman/woman [ ] other†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 4. Select your highest academic or professional qualification?Select only one [ ] WASSCE [ ] Technical/Post-secondary [ ] Diploma/HND [ ] Bachelor’s degree [ ] Post-graduate Diploma/Masters [ ] PhD [ ] Uneducated CUSTOMER RESPONSE TO SERVICE DELIVERY 5. Are you a subscriber to a telecommunication network? [ ] Yes [ ] No 6. Which mobile telecom network(s) do you use? [ ] Vodafone [ ] MTN [ ] Tigo [ ] Expresso [ ] Airtel [ ] Glo 7. Are you a multi-SIM card user (MTN and any other)? [ ] Yes [ ] No 8. If Yes, give reason