Literature and the Community

Introduction Literary studies entail presentation of poems, stories, songs, and drama among other forms of art to the community. Literature and related studies date back to the time when language was first used as a medium of communication. Literature has a variety of uses in the society including transforming cultural practices and reflecting the conditions prevailing in the society. It achieves its functions through influencing the thoughts of readers in various ways. Advertising We will write a custom essay sample on Literature and the Community specifically for you for only $16.05 $11/page Learn More Firstly, the stories or songs can influence the thoughts of an individual thereby enabling this individual to engage oneself in critical thinking about the facts presented in the story. The significance of literature in transforming cultural practices entails literary studies that enable individuals to compare their cultures and lifestyle with other indi viduals in other societies (Manzo Perkins, 2006, p. 335). This essay seeks to highlight the significance of literature in reflecting the conditions prevailing in the community as presented in the story, ‘Metamorphosis’ by Franz Kafka. On the other hand, the essay analyzes the ‘Lesson’, which is a story written by Toni Cade Bambara with the aim of showing how individuals and societies affect each other in the context of literature. How does literature reflect the community? Most literary studies and forms of art provide a brilliant description of the economic, social, political, and familial factors in various societies. In this way, literature brings a reader to the context of the real life experiences in the community. The community reflected in the story is not necessarily the readers’ and in most cases, such stories present facts about other communities thereby enabling the reader to compare and contrast the conditions in the two communities. On the other hand, literature presents the conditions within the family, which reflect the practices in the whole society. The story ‘Metamorphosis’, unfolds as the author presents the life of a normal family under the protection of a hard working father and husband. However, as the story progresses, the author tells of a tragedy in which the family man transforms into an insect (Diyanni, 2007, p. 612). This means that this individual may no longer provide for his family. The author further notes that this man had never complained about having to provide for the whole family including his parents and siblings (Diyanni, 2007, p. 613). The negative side of the story is that the man who was a slave for his family becomes isolated, neglected and abused by the same people he cared for before his transformation. The morale of the story is that it brings the readers to reflect on their respective families and societies in order to root out any vices reflected in the community and family in the story.Advertising Looking for essay on american literature? Let's see if we can help you! Get your first paper with 15% OFF Learn More How does literature reflect the impact of individuals and societies on each? Literature has another very important function of showing how individuals influence others in the society thereby contributing to the progress or failure of the societies. A good example is the story ‘The Lesson’, which entails a narration of the life of a young girl and her neighborhood. The girl lives in a less comfortable neighborhood and her family is unable to provide for themselves because the author indicates that others were helping them (DiYanni, 2007, p. 428). The situation is not any different from that of other kids in her neighborhood making these kids to hold a negative attitude and impression towards others especially outsiders. The author indicates that their attitude changes when one of the kids’ neighbors t akes them to a different neighborhood where life is much different. The first stop they made was at a toy store whereby the prices of various commodities shock them. At this point, the story brings the reader to seeing the change in the kids’ wanting. The change in the children’s attitude is attributable to their neighbor who had been away from the neighborhood and thus she had the experience of live in the outside world. This shows the significance of literature in terms of allowing the reader to travel to a world away from one’s own in order to explore new experiences in life. It is thus evident that an individual cannot realize the needs or endearments of others without this individual interacting or having a glimpse of the situation from the perspective of other individuals. Reference List DiYanni, R (2007) Literature: Reading Fiction, Poetry, and Drama (6th ed.) New York: McGraw-Hill. Manzo, L.C., Perkins, D.D. (2006). The importance of literature to com munity participation. Journal of Planning Literature, 20 (4): pp. 335-350.Advertising We will write a custom essay sample on Literature and the Community specifically for you for only $16.05 $11/page Learn More This essay on Literature and the Community was written and submitted by user Kayleigh Larsen to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

buy custom Effects of Fast Food Consumption essay

buy custom Effects of Fast Food Consumption essay Fast food refers to food, whose preparation and serving takes a short time. While every food that has low preparation time is regarded as fast food, the term is usually used to refer to foods, sold in stores or restaurants, with precooked or preheated ingredients, and is served to clients in a packed form as take-away. In the current world, where people are either busy with work, school, or business etc., there is hardly any time to prepare and eat a decent meal at home. Fast food has become the ideal choice for many people around the world, mainly because it is convenient, cheap, and tasty. Consequently, numerous fast food restaurants have been established in different parts of the world to meet the high demand for fast foods. It is crucial to mention that the low cost of fast food is because it is made from low cost ingredients like refined grains, high fat meat, high fats, salt and sugar, with little or no nutrients and vitamins. The United States is the leading world producer of fast food. American fast food restaurants are found in over one hundred countries worldwide. Approximately two million employees in the United States are employed in the fast food industry, including such areas as food servicing and preparation. According to Maynard (18), there are available more than 200, 000 restaurants, generating a revenue of $ 120 billion in sales in the U.S. alone. The key players in the American fast food industry include McDonalds, Domino Pizza, Yum Brands, Sonic as well as Wendys. Fast food consumption has become increasingly popular amongst Americans over the years (Spake 54). This has been attributed to increased advertising of fast foods, the fast-paced lifestyle of Americans as well as the exponential increase of fast food restaurants. Being the leading consumer of fast foods in the whole world, America is struggling with obesity as a key health concern for its citizens. Though fast food is exceptionally tasty, cheap and convenient, which helps to save time, thus, increasing peoples efficiency (Spake 54), I am strongly against its consumption because of the numerous negative effects it has on health. The Negative Effects of Fast Food Consumption Obesity Research by Spake (54) revealed a direct connection between the fast food consumption and obesity; people who consume fast foods more than two times a week weigh on average five extra pounds compared to those who eat fast foods occasionally. Fast foods are notorious for their high calories, salt, sugar, fat; all of which are associated with obesity. Eating excess calories than the body can burn results in obesity. It is estimated that sixty million American adults are obese, while one hundred and twenty seven million others are overweight (Hurley Liebman 13). The incidence of obesity is highest in America as opposed to other developed countries globally (Cutler, Glaeser Shapiro 93), and it cuts across all sectors of American population (Flegal, Carroll, Odgen Johnson 1723 1727). In addition, there is a growing concern for the alarming number of children and adolescents who are overweight in America. It is estimated that 15% of American children are overweight in comparison to onl y 4% not many decades ago (Hurley Liebman 13). It is estimated that every year the United States spend more than 150 billion dollars on obesity-related health conditions, and about 300,000 deaths occur due to obesity (Hurley Liebman 13). The negative effects of obesity on human health, which results from fast food consumption, are far-ranging and numerous and are discussed below: Heart Problems The high cholesterol and fat content in most of fast foods are associated with various heart problems such as heart attacks, high blood pressure, stroke, heart disease etc. (Raloff 381-382). Fast foods contain high fat levels, which can build up in arteries, causing them to narrow, leading to decreased blood flow into the heart. This can either cause a heart attack, or angina (chest pain). In addition, blood clots can form within the narrowed arteries, causing stroke. It has been found that Atherosclerosis, which is a heart disease, is present in obese Americans ten times more than non-obese Americans (Spake 54). Overweight children are prone to getting high blood pressure, a condition with no signs but can lead to heart disease, when left untrreated. Numerous fast foods contain high saturated fat, which cause high levels of cholesterol. High cholesterol levels, when left untreated, can lead to stroke. According to Raloff (381-382), one in every five American teenagers has high chole sterol level. Diabetes Most fast foods have high sugar content, and the consumption of too much sugar contributes to the development of diabetes (Raloff 381-382). Obesity is the main cause of Type 2 Diabetes, which normally starts during adulthood. However, in the recent past, even children have been found to be suffering from Type 2 Diabetes; an indication that obesity has taken on the American children too. Obesity causes insulin resistance (a hormone that controls blood sugar), which leads to elevation of blood sugar level, causing diabetes (Raloff 381-382). It has been found that even moderate obesity can dramatically increase the risk of getting diabetes. Cancer Overweight women have a high risk of getting various types of cancers such as breast, uterus, gallbladder, and colon. In addition, overweight men have a higher risk of prostate and colon cancers (Raloff 381-382). Fast food has become the ideal choice for many people around the world, mainly because it is convenient, cheap, tasty, saves time. However, fast food consumption is not without negative effects, which are numerous, ranging from obesity, diabetes, heart diseases, cancer, to increased government spending on healthcare, and that is why I am against its consumption (Raloff 381-382). It is vital to point out that as much as fast food is convenient and spicy, which makes it preferable by many people, its negative health effects on consumers cannot be ignored. Therefore, there is a need to sensitize people on the impact of fast foods on human health to enable them make sound decisions with regard to fast food consumption, i.e. choosing healthy fast food options. Governments across the world should regulate the preparation of fast foods to reduce their calories within the recommended levels. In addition, healthy lifestyles such as regular exercise and healthy diet should be promoted to ensur e that people live healthy lifestyles. Buy custom Effects of Fast Food Consumption essay

Most Significant Events Essay Example | Topics and Well Written Essays - 1750 words

Most Significant Events - Essay Example The last half of the twentieth century brought to America many remarkable social, economic and political events. Choosing the five I feel had the most powerful effect on America and the World was no easy task. Each decade held many amazing, newsworthy and notable times. After much consideration the five I have elected to go with are The Cold war, The Vietnam War, Reaganomics, Nixon’s Legacy, and Liberal Reform. Following World War II, there was a significant increase in births. The children born of this era were called, â€Å"The Baby Boom Generation†. This year, 2011, the Baby Boom Generation ranges in age from forty-six to sixty-five and represent about twenty-seven percent of the United States population. This almost twenty-year span saw the largest number of births on U.S. record. The parents of the â€Å"Baby Boomers† were spawned of the â€Å"Great Depression† and the â€Å"Dust Bowl†; children of poverty, deprived of so much. The greatest war in human history, World War II, changed their lives. After World War II the Baby Boomers and their parents experienced that American Dream. Mostly because of the GI Bill of Rights that was passed on June 22nd, 1944. This bill allowed returning GI’s to be able to buy homes and return to school. Jobs were everywhere and easy to find, particularly in the North East and along the coast. Because of the GI Bill, the suburbs were born as a couple after the couple moved their families outside the cities.... This caused a great boost to the economy as new housing developments, new schools and shopping centers sprung up everywhere; a nice safe place for children to grow up. The fifties were a time of innocence, in the beginning, but by the close of the fifties, innocence was lost as suburban moms began to work outside the home and â€Å"Latch Key† kids were born. The Sixties was the divining moment for the â€Å"Baby Boomers†. Their music, social ideas, lifestyles and the Civil Rights movement changed many things. â€Å"Make Love Not War was their motto and they lived for the advice of Timothy Leary’s advice to, â€Å"Turn On, Tune In and Drop Out†. By 1979, lots of â€Å"Boomers† were increasing the divorce rate. The sixties ideals had changed the way people thought, acted and believed. Times had changed and for most, there was no going back. From 1945-1954, President Truman evolved a policy of containment designed to hedge in the U.S.S.R., but even so , the cold war turned hot in Korea. At home, an anti-Communist crusade against suspected subversives subsided only after its reckless leader, Senator Joseph McCarthy, was censured. From 1963-1975, the idea that communism in Southeast Asia threatened vital American interests was argued and debated by many presidents. But it was Lyndon Johnson, who became President after Kennedy’s assignation; who began a massive bombing campaign and sent half a million American troops to intervene in Vietnam’s civil war. In 1974, amid dissent at home, Richard Nixon, then President of the United States, gradually began to withdraw U.S. forces from Vietnam, signaling limits to America’s influence as a superpower. In 1965, thousands of US

Business Essay Example | Topics and Well Written Essays - 1500 words - 11

Business - Essay Example As the Sjostrand and Tyrstrup (2001) reaffirm ‘leadership is all about managing creativity’. Thus, any new business needs to be conceptualized in terms of the changing paradigms of business environment. It is also important to identify factors and issues that would help meet the challenges with efficiency and unmatched proficiency. Hence, vision and mission of the business become intrinsic part of conceptualization of a business. Friendly Coffee Bar (FCB) would enter into this field with the express vision of being a one point service provider for quality coffee, prepared to satisfy the tastes of their customers ensuring adequate consideration to the environmental imperatives and social responsibilities. The mission statements of the Friendly Coffee Bar are designed to meet the needs and requirements of the customers through well planned strategy which would help fulfil the long term vision of the organization. Become the best service provider in the field of fresh coffee and deliver services in the hi-tech ambience providing relaxing environment with background music, television with headset, books and journal so that people can de-stress in comfort in short time. FCB would be a trendy, state of the art coffee shop that would provide quality and fresh coffee to its target customers. The outlet would also educate people about the qualities of the coffee from different laces and fine techniques of roasting coffee beans to generate the distinct aroma, thus establishing personal relationship with the customers. Special consideration would be paid to the needs and requirements of the customers. The formation of the shop would be a proprietorship enterprise under the service industry, specializing in soft drinks and beverages. Compliance under the state laws and local development agency would be followed, ensuring quality service at competitive prices. The fast changing socio economic

Internet Survey Essay Example | Topics and Well Written Essays - 750 words

Internet Survey - Essay Example Therefore, students of this particular educational institution are meant to be participants of the survey. The latter is evidently meant to provide a fuller view of the situation with smoking and smokers within the campus and probably serve as a helping tool in reformation of smoking regulation policy there. The survey consists of 14 questions of different types, including multiple-choice questions, yes-no questions and free-answer questions. While some questions are not compulsory for answering, others require the answer (which are marked by asterisk). The question implies multiple choice: the recipient is expected to choose an option. However, it is somewhat double-barreled, for it is not quite clear whether the participant is to choose one or more variants (regular smoker, occasional smoker, social smoker). Moreover, the flaw of the question lies in the fact that it doesn’t consider the possibility that the participant has already quit smoking. Being a logical continuation of the previous question, this one is aimed at obtaining further information from the participants, who have chosen the option ‘regular smoker’. The variety of answers eliminates any double-barreled implications or confusion while answering this question, for the options are quite clear. Here, we see the survey being narrowed down to the issue directly related to the policy of the campus. The question is unbiased, with no double negations or ambiguity, though â€Å"very specific areas† is a rather confusing phrase. The question implies multiple choice out of four options. However, there is certain bias that might raise ethical concerns, for answering this compulsory question presupposes giving information about other people rather than about the respondent him/herself. Moreover, the word ‘substances’ might be confusing, for it isn’t clear what is meant by it. In this step of the survey completion, the respondent is offered a free-answer question,

Crime And Punishment In The Renaissance

Crime And Punishment In The Renaissance The Renaissance, a time of cultural changes and evolution spanning nearly four decades, lead to reformation and expansion within the churches and England. With the era being reformed came new rules, regulations, and laws, and with these came new leaders. There were new ideas relating to humanism and individualism, which developed in front of a Catholic background. Art was influenced heavily and dedicated to the church, and peoples thoughts and relationship as to Man and God increased enormously. However, the era of the Renaissance was a time of both ethical and moral corruption within the Catholic churches; this evilness heavily influenced the crimes committed and the punishments placed upon the people. In the 1500s, hypocrisy and corruption in the Catholic Church was uncontrollable. As defined by Merriam-Webster dictionary, the word corruption means guilty of dishonest practices, as bribery; lacking integrity; wicked, and evil. The people involved in the Catholic Church were supposed to set an example for the rest of Europe; they did not. Many claimed that the monks had between eight and ten girlfriends or wives apiece (Trueman). Many monks involved in the Roman Catholic Church were very lazy. They did not help the community, instead, they made more problems for the church and all the people in it. All the monks seemed to do was take money from the poor rather than give it to the ones in need. This caused the poor to do things that they would later regret. With this going on in the churches, the people turned to individualism and humanism. Individualism and humanism were coming to the fore as citizens started looking towards themselves for answers, rather than to God or any Religio us institutions (Berard). Individualism, the belief that ones goals and desires bring self-reliance and independence, steered the people in the wrong direction religiously. In addition, humanism focused solely on humans being the primary source of importance, neglecting God, the Church, and everything in between. Church became less and less important to the people of England, as they simply stopped attending. It did not help when the King Henry VIII officially declared that he would no longer be associating himself with the Roman Catholic Church. The era of the Renaissance was a time of expansion and exploration, as well as a period of battles between King Henry VIII and the Roman Catholic Church. The English reformation began with the reign of King Henry VIII, as he sought for a divorce with his first wife Catherine of Aragon. King Henry VIII had already known whom he wanted as his second wife, Anne Boleyn (Trueman). King Henry VIII requested for a divorce in the Roman Catholic Church and was denied by the Pope. This request caused uproar in the community. The faith of the Roman Catholic Church is that it believes in marriage for life and does not support divorce (Trueman). Divorce was something that went against the Catholic Church and the Pope could possibly excommunicate him. If Henry VIII was excommunicated, it meant that after death, his soul had no chance of making it to heaven and being successful in the afterlife. The church used this threat to keep the people in the Catholic Church under control, leading the church to gain power. This request that was denied lead King Henry VIII to break away from the Roman Catholic Church and place himself as the head of the Protestant Church. With King Henry VIII leaving the Roman Catholic Church, he was left with the job of creating different laws, Reformation in Parliament. Though it did not settle the matter all at once, it steadily granted powers over the church clergy to the king (Hooker). He also passed a law called Submission of the Clergy. Under this law, the clergy was placed under King Henrys VIII control. King Henry ordered Bibles to be published in English because many people could not read and understand Latin and took much money and land from the church. Despite all of this non-sense, the English church and the religion they practiced stayed the same. A person attending King Henrys Protestant church would obtain nothing different than those in the Roman Catholic Church. The adoption of Protestantism was a political move rather than a religious move on King Henry VIII behalf. This tore apart European society and separated it even more; the poor people stayed with the poor and the rich and wealthy stayed with the rich and wealthy. Many people were proven guilty with unfair trials caused by the churches and the power they obtained. The power and wealth in the Catholic Church was extremely high and the population in England was very angry at what the church was doing. The Roman Catholic Church used their people as a source of money rather than people ready to praise God. In order to get baptized, people had to pay. People even had to pay if they were going to bury a lost loved one. Many of these duties people had to pay for were duties that had to be done in order to reach Heaven (Trueman). With this being said, the Catholic Church was very wealthy, causing many problems with the poor. While the Catholic Church was getting rich, the poor people were staying poor. The poor peoples money was just being sent to the church through donations rather than being used to put food on the table. With the poor people not having enough money to support their family, they were forced to partake in various crimes. Begging was a serious crime during the Renaissance and with the poor people not obtaining the amount of food needed, they were beaten as a harsh punishment (Elizabethan Crime and Punishment). Stealing was a very serious crime as well: this usually resulted in hanging or the death sentence. For example, if someone tried stealing a birds egg to feed the innocent, starving children were impacted by a loved one dying (Elizabethan Crime and Punishment). Money was also needed to travel and in order to travel you needed to have a license. Any person that would have liked to travel during this time had to get a license from the bailiff. It was a serious crime to leave home without it (Elizabethan Crime and Punishment). The poor people in England were never really able to see their family and friends out of the state or country because he or she did not have enough money to pay for food and a traveling license; let alone the transportation needed. The people that were charged with different crimes were never faced with true and honest trials; they were all unfair. All the trials that went on during this time were all in favor of the prosecutors (Elizabethan Crime and Punishment). This was a ve ry violent and unfair time in history where all the harsh punishments and executions were a normal day-to-day activity. These executions and harsh punishments were witnessed by thousands of people. The lower class and the poor treated these events as their day outs (Elizabethan Crime and Punishment). These harsh treatments were new meditations and were instruments for social and political control in absolutist regimes hands (Merback, 1999). The church enjoyed obtaining all of this power among the people and having it in their hands. The Renaissance was a cultural movement that spanned nearly 300 years, originating during the late Middle Ages and spreading to Europe, specifically England, towards the end. With this three century long era came both ups and downs, including the beginning of new art and architecture, as well as ethical and moral corruption surrounding the Catholic Churches. With this ethical and moral corruption came crime and poverty, leading to harsh and severe punishment for crimes committed. Whether it was unfair trials or hypocrisy, the corruption of the time and church steered the region into the future and eventually led England to new beginnings and the end of the Renaissance. Jena Boudreau Ms. Jakubus Brit. Lit (1) 19 April 2010 Works Consulted Crime and Punishment in Elizabethan England, http://EyeWitness to History, www.eyewitnesshistory.com (2001). Henry, VIII. Encyclopedia of World Biography, 2nd ed. 17 Vols. Gale Research, 1998. Reproduced in Biography Resource Center. Farmington Hills, Mich.: Gale, 2010. Hinds, K. Life in Elizabethan England and The Church. Benchmark: Marshall Cavendish Coorp., 2008. Print. History of Catholic Church Renaissance and Reformation. Essortment Articles: Free Online Articles on Health, Science, Education More.. Web. 18 Apr. 2010. . Merback, M. The Theif, The Cross, and The Wheel. Pain and the spectacle of punishment in Medieval and Renaissance Europe. London: Reaktion Books, 1999. Print. Reformation: Protestant England. Washington State University Pullman, Washington. Web. 18 Apr. 2010. . Trueman, C. Medieval Law and Order. 2000 n.page.web. 25 Mar 2010. http://www.historylearningsite.co.uk/medieval_law_and_order.htm

Destiny, Fate, Free Will and Free Choice in Oedipus the King - The Fate

The Fate of Oedipus in Oedipus the King    In "Oedipus the King" there comes a point in the play where Oedipus learns something that plays an important role throughout the play.  Ã‚   He learns from a   oracle that he will eventually kill his own Father and sleep with his own mother.   As one could imagine this is a shock to Oedipus, and he does not believe the oracle.   However, he cannot prevent any of this from happening because it is his fate.   Oedipus is a victim of circumstances beyond his control, his life had already been planned by the Greek Gods.      Ã‚  Ã‚  Ã‚  Ã‚   Throughout the whole play there are references made to many of the ancient Greek Gods, for example, Apollo, Zeus, Dionysis, and Artemis are discussed quite often.   In ancient Greece the people believed that if anything happened one of the god's had a reason for it.   Each god was related to one specific thing like Poseidon being the god of the sea.   They thought that if there was a tidal wave or a hurricane it was because Poseidon was angry at them.   This is the basis for my assumption that Oedipus had no control over his fate.      Ã‚  Ã‚  Ã‚  Ã‚   First of all, when Oedipus is just a baby his father, King Laius of Thebes, is told in an oracle that his own son will kill him.   So, with the agreement of his wife, Jocasta, the baby's feet are pinioned, and it's given to a slave who is supposed to leave it to die on Mt. Cithaeron. However, the slave feels sorry for the baby, and gives it to a fellow shepherd from Corinth. The shepherd from Corinth presented the baby to the childless King of Corinth, who is Polybus, and he brings him up as his own. He gives him the name Oedipus, whi... ...d emotions of all the characters in the play.   While doing so Oedipus could in no way control his own fate.   The god's mislead him, and did not allow him to keep from his destiny.   Oedipus was indeed a victim.   A victim of circumstances beyond his control, and it just goes to show that it is impossible for someone to escape their own fate.    Works cited and Consulted: Murray, Robert D. Jr. "Sophocles' Moral Themes." In Readings on Sophocles, edited by Don Nardo. San Diego, CA: Greenhaven Press, 1997. "Sophocles" In Literature of the Western World, edited by Brian Wilkie and James Hurt. NewYork: Macmillan Publishing Co., 1984. Sophocles. Oedipus Rex. Transl. by F. Storr. no pag. http://etext.lib.virginia.edu/etcbin/browse-mixed new?tag=public&images=images/modeng&data=/texts/english/modeng/parsed&part=0&id=SopOedi   

Internship Report on Customer Satisfaction on the Services of Al-Arafah Islami Bank Limited Essay

Part-1 Introduction 1.1 Background of the report: The internship is a dynamic approach for practical knowledge gathered at this study. My effort was for practical job experience through internship for business communication skills as well as banking sectors. As a student of BBA for the requirement of the internship program, I was assigned to The MBL for my practical orientation. This report is done as partial requirement of the 3 months internship program for the BBA students of Department of Marketing, Bangladesh University of Business and Technology. The internship work is done on a bank, namely Mercantile Bank Limited (MBL). The students were asked to prepare reports on their assigned jobs after the completion of the Internship in the respective organizations. The topic of the report is â€Å"Customer Satisfaction on the services of MBL.† 1.2 Significance of the Report: The economy of our country has a lot left to be desired and there are lots of scopes for massive improvement. In an economy like this, banking sector can play a vital role to improve the overall social-economic conditions. As our country is an under develop country, the banks play the role of an intermediary and can mobilize the excess fund of surplus sectors to provide necessary finance, to those sectors, which are needed to promote the sound development of the country. The banks provide different types of services to its counter parts, like general banking services or finance or investing which results transaction of currency. To do this they also need capital, assets and other factors which effects directly in the bank performance. This report will help to understand the customer satisfaction on the services of MBL. As a result, we can have a clear idea about customer satisfaction on the Services of MBL. 1.3 Scope of the Report: MBL is always trying to improve their customer service in every sector, but in today’s competitive business world, banks need to give additional concentration to the client’s requirements, in order to stay at the top. Therefore, besides dealing with the general attributes of Different Services, I have been trying to put more concentration on the customer benefits and other customer related facilities in this report while I have been doing my internship. 1.4 Objectives of the Report: 1.4.1 Broad Objective: The broad objective of this report is to identify the customer satisfaction on the services of MBL. 1.4.2 Specific Objectives: * To find out the different services of MBL that is offered to its clients. * To identify the 7p’s analysis of MBL. * To identify the weakness, problems, opportunity of MBL. * To identify the level of customer satisfaction. * To explore the opportunities and competitive advantages that has been ignored by MBL. 1.5 Methodology: 1.5.1 Types of Research: It is both exploratory & descriptive research in nature. 1.5.2 Sources of Data: I have collected data from the two sources, one is primary source and another is secondary source. 1.5.2.1 Primary Sources: * Conversation and questioning with the different clients by questionnaire survey. * Observing the total environment. * Employee of foreign exchange, credit & others. 1.5.2.2 Secondary Sources: Secondary Data Which data is already published that’s called Secondary data or Secondary data is data collected by someone other than the user. Secondary data are very much important for conduct an efficient study and to have faithful result. 1.5.3 Data Collection Procedure: 1.5.3.1 Primary Data: The primary data collection process includes: * Questioner survey 1.5.3.2 Secondary Data: * Brochures of MBL. * Annual report of MBL. * Official website. * www.google.com 1.5.4 Questionnaire Design: This is a well structure type of questionnaire and used for conducting customer satisfaction survey and acquire primary data. Here average time was 20 minute for every respondent. There are 20 questions on the questioner. Question type was close ended. 1.5.5 Sampling Plan: 1.5.5.1 Target Population: All clients of MBL Gulshan branch in Dhaka city. 1.5.5.2 Sampling Element: Individual clients of MBL . 1.5.5.3 Sampling Frame: No well structured sample frame was found. 1.5.5.4 Sampling Procedure: Non probability convenience sampling procedure is used. 1.5.5.5 Sample Size: I have taken 50 customers as my sample. 1.5.6 Data analysis and reporting: Quantitative and qualitative data collected and analyzed according to acceptable standards of practice. Different tables and graphs were used to make the data meaningful. 1.6 Limitations: * Lack of customer co-operation. * Lack of adequate knowledge about any other financial institutions. * It was very difficult to collect all data, which is very essential. * Due to time limitation many aspects could not be discussed in the present study because Banking is a vast subject. * Lack of experiences on Banking. * Every organization has their own secrecy that is not revealed to others. Despite the limitation, I have tried my best to prepare the report. If you find any mistake please consider it cordially. Part -2 Overview of the company 2.1 Company Background: Mercantile Bank Limited was incorporated in Bangladesh as a public limited company under the Bank Company Act, 1991, on May 20, 1999. After obtaining license from Bangladesh Bank to carry on banking business, the bank commenced its operation on June 2, 1999 with an authorized capital of Tk 800 million divided into 8 million ordinary shares of Tk 100 each. On 31 December 2001, its paid up capital was Tk 596.5 million Mercantile Bank Limited went for public issue of shares on October 21, 2003. There are 30 sponsors involved in creating Mercantile Bank Limited. During this short span of time the MBL has been successful to make a position as a progressive and dynamic financial institution in the country. The MBL has been widely acclaimed by the business community, from small entrepreneurs to large traders and industrial conglomerates, including the top rated corporate borrowers for forwarding-looking business outlook and innovative financing solutions. Thus within this very short period of time it has been able to create an image for itself and has earned significant reputation in the country’s Banking Sector as a bank with vision. The Bank has made significant contribution to the growth of Readymade Garments sectors by handling huge amount of export Letters of Credit. Recently it has 75 Branches with 1,668 efficient employees. 2.2 Vision: To be the best Banking service provider in Bangladesh at a reasonable cost & giving more services & facilities to the small ,medium ,large sectors to improve the socio economic condition in Bangladesh. 2.3 Mission: To meet the challenges of 21th century & to meet the expected future result, MBL offering many attractive services to the customer .they increased the FDR rate from 12.5 to 13.33 to collect more deposit from customers & to increase the saving tendency of the clients.MBL recently introduced Super Benefit Deposit Scheme (SBDS) & Education Planning Deposit Scheme (EPDS) they are long term special saving scheme through which customer can get benefits up to 10 or 15 years. 2.4 Objectives: * To achieve positive Economic Value Added (EVA) each year. * To be market leader in product innovation. * To be one of the top three Financial Institutions in Bangladesh in terms of cost efficiency. * To be one of the top five Financial Institutions in Bangladesh in terms of market share in all significant market segments we serve. * To achieve 20% return on shareholders’ equity or more, on average. 2.5 Core Values: * For the customer Providing with caring services by being innovative in the development of new banking product and services * For the shareholder Maximizing wealth of the bank * For the employer Respecting worth and dignity of individual employees devoting their energies for the progress of the bank * For the community Strengthening the corporate values and taking environment and social risks and reward into account. 2.6 Board of Directors: * Chairman Md. Abdul Jalil, M.P * Vice Chairman  Morshed Alam Mohd. Selim * Director  M. S. Ahsan Alhaj Akram Hossain (Humayun) Md. Anwarul Haque Dr. Toufi que Rahman Chowdhury Golam Faruk Ahmed Engr. Mohd. Monsuruzzaman Bilkis Begum Md. Tabibul Huq A. S. M. Feroz Alam A. K. M. Shaheed Reza Md. Nasiruddin Choudhury Md. Shahabuddin Alam Syed Muhammed Abbdul Mannan, M.P Alhaj Mosharref Hossain Israt Jahan M. A. Khan Belal Dr. Matiur Rahman, M.P * Managing Director & CEO A.K.M. Shahidul Haque 2.7 Operational network organ gram: Chairman| Managing Director| Deputy Managing Director| Executive Vice President| Senior Vice President| Vice President| Sr. Assistant Vice President| Assistant Vice President| First Assistant Vice President| Senior Executive Officer| Executive Officer| Senior Officer| Officer| Junior Officer| 2.8 Deposit Services: * Monthly Saving Scheme (MSS) Monthly Saving Scheme is one of the most popular deposit products in different communities that introduced to attract small savers for building up their habit of savings and thereby build up a healthy capital base for the economy. The monthly installments are in various sizes and one can adopt the schemes for a period of 03 years, 05 years, 08 years or 10 years. * Monthly Benefit Deposit Scheme Under this scheme, depositor will get a certain sum of money in each month proportion to his/her deposit during the entire tenure. Benefit starts right from the first month of opening an account under this scheme and continues up to five years. On maturity, the principal amount is paid back. Objectives of this scheme are to help the retired persons for investing their retirement benefits, Create investment opportunities for Non-Resident Bangladeshi. The Minimum deposited amount is BDT 50,000 or its multiples and the tenure is five (05) years. * Double Benefit Deposit Scheme (DBDS) The main attraction of DBDS is that, the deposited amount will be double in tenure of 5.6years. Minimum deposited amount should be BDT 10,000 or its multiples. In case of premature encashment interest will be paid on Saving A/C Rate. Loan may be granted up to maximum 80% of the deposited amount, but minimum principle amount must be BDT 20,000. * Quarterly Benefit Deposit Scheme The ‘Quarterly Benefit Deposit Scheme’ will be maintained for a period of 3 (three) years and the minimum amount of deposit is BDT 50,000.00 (fifty thousand) or its multiples. Interest will be paid on quarterly basis. Benefits start right from the first quarter of opening the scheme. On maturity, principal amount will be paid back. Savings account is needed to maintain this scheme. * 1.5 Time Benefit Deposit Scheme Under this scheme, deposited amount reserved for 4.25 years (or 51 months) and the minimum amount of deposit is BDT 50,000.00 (fifty thousand) or its multiples. After 4.25 years maturity, 1.5 times of the deposited amount will be paid back to the account holder. * Advance Benefit Deposit Scheme Under Advance Benefit Deposit Scheme, one can deposit a certain amount of money for two years. The depositor will receive the benefit on yearly basis. The benefit amount of first year will be received in advance at the time of deposit. On maturity, the depositor will get back the principal amount with the benefit amount of second year. That means Interest is paid in two Phases, first phase paid initially and second phase paid after maturity. Loan may be granted up to maximum 70% of deposit. 2.9 Loan Services: * Consumer Credit Scheme Consumer’s Credit Scheme is one of the popular areas of collateral-free finance of the Bank. People with limited income can avail of credit facility to buy household goods including computer and other consumer durables. * Lease Finance This scheme has been designed to assist and encourage the genuine and capable entrepreneurs and professionals for acquiring capital machineries, medical equipments, computers, vehicle and other items. Flexibility and easier term and conditions of this scheme have attracted the potential entrepreneurs to acquire equipments of production and services and repay gradually from earnings on the basis of ‘Pay as you earn’ * SME Loan Scheme Small and Medium Enterprise (SME) Loan Scheme has been introduced to provide financial assistance to new or experienced entrepreneurs to invest in small and medium scale industries with a comparatively low rate of interest as the same is assisted by the Bangladesh Bank wither financing facilities. * Personal Loan Scheme Personal Loan Scheme has been introduced to extend credit facilities to cater the needs of low and middle-income group for any purpose. Government and semi government officials, employees of autonomous bodies, banks and other financial organizations, multinational Companies, reputed private organizations and teachers of recognized public and private schools, colleges and Universities are eligible for this loan. * Car Loan Scheme Car Loan Scheme has been introduced to enable middle-income people to purchase Cars/SUVs/Jeeps. Government and semi-government officials, employees of autonomous bodies, banks and other financial organizations, multinational companies, reputed private organizations, teachers of recognized public and private universities and businessmen are eligible for this loan. * Home Loan Scheme To meet the growing need of housing for middle and lower-middle income people, MBL has introduced Home Loan Scheme. * Overseas Employment Loan Scheme Overseas Employment Loan Scheme is designed to facilitate the Bangladeshi youths seeking employment aboard but unable to meet the expenses to reach the workplace from their own sources. The ultimate objectives of the scheme are to promote skilled / semi-skilled manpower to different countries across the world as well as to provide support to Government Policy considering priority of this sector. By availing loan under this scheme, the active youths of middle and lower middle class can get overseas employment. 2.10 Marketing Mix: (1)Product: MBL now offering various kind of deposit screams for the customers with retail Banking, corporate finance, asset, equity brokerage and security. (2) Price: Price means value that a customer has to pay to take any service.MBL take’s a charge from the deposited account & charge interest on lone. (3)Place: Recently MBL has 75 Branches all over Bangladesh & they are opening new branches for improving their customer services. (4) Promotion: MBL use TV, print media to communicate with the customers. (5)People: MBL has 1668 efficient employee to provide their services & many sells representatives on the field. (6) Process: Process means, the procedure mechanisms and flow of the activity by which the service is delivered. They always try to provide services as early as possible. (7) Physical Evidence: Physical environment means, the environment in which the service is delivered .MBL established their branches in all important places & they provide their service’s in a comfortable & friendly environment for their customer. 2.11 SWOT analysis: * Strengths: * Strong customer relationship or customer loyalty. * More than 70 branches with 1668 efficient employee. * Excellent Service quality. * Strong Management team. * Reasonable interest rate. * Weaknesses: * Delay in service delivery. * Long Account opening process. * Introducer require in opening current account. * Low promotional activity. * Opportunities: * Technological advantage. * Mobile banking. * Offering new deposit scheme. * SME banking. * Threats * Political changes. * Technological improvement. * Increasing number of banks. * High government rule & fixed interest rate by Bangladesh bank. 2.12 Corporate Profile: Name: Mercantile Bank Limited Established: May 20, 1999 Head office: 61, Dilkusha Commercial Area Dhaka-1000, Bangladesh PABX: 9559333, 9553892 Key People: Md. Abdul Jalil, M.P Industry: Finance (Bank) Services: retail banking, corporate finance, Finance, asset, equity brokerage and security. Branches: 75 Employees: 1668 Profit: 3,004.17 million (2011) Website: www.mblbd.com Part-3 Theoretical Aspects Marketing Theory: * Marketing: The process by which companies create value for the customer & build strong relationship with them in order to capture from customer in return. * Marketing Management: Marketing Management is a business discipline which focuses on the particular application of marketing techniques & the management of firms marketing resource & activity. * Marketing Research: The systematic design, collection, analysis, and reporting of data relevant to a specific marketing situation facing an organization. * Target Market: A set of buyers sharing common needs or characteristics that the company decides to serve. * Market Segment: A group of consumers who respond in a similar way to a given set of marketing efforts. * Market Positioning: A clear, distinctive and desirable place of a product relative to competing products in the mind of target consumers or Create a positive image on customers mind. * Market: Market is a system, procedure for exchanging goods & service where two parties agree to sell or buy any product or service in a particular value or price. * Market Offering: Some combination of products, services, information, or experiences offered to a market to satisfy a need or want. * Product Concept: The idea that consumers will favor products that offers the most quality, performance, and features. * Production Concept: The idea that consumers will favor products if that are available and highly affordable. * Selling Concept: The idea that consumers will not buy enough of the firm’s products unless it undertakes a large scale selling and promotion effort. * Marketing Concept: The marketing concept that achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired satisfaction better than competitors do. * Societal Marketing Concept: Maybe a company ought to make good marketing decisions by considering consumers want, the company’s requirements, consumers’ long-run interests and society’s long-run interests. * Service: Any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything. * Customer Satisfaction: Dependent on the products perceived performance relative to buyer’s expectations or the extent to which a product’s perceived performance matches a buyer’s expectations. * 7p’s in Detail: FIG: 1 * Products: The product is the most important aspect of the marketing mix. Products have both tangible and intangible benefits. Tangible benefits include benefits, which can be measured such as the top speed of a car. Intangible benefits are benefits that cannot be measured such as the enjoyment the customer will get from the product. It is important that the product is changed as necessary to bring it up to date and prevent it from being overtaken by competitors. The term â€Å"product† refers to tangible, physical products as well as services. Here are some examples of the product decisions to be made: * Variety * Quality * Design * Features * Brand name * Packaging * Services * Sizes * Warranties * Returns * Price: It is very important that the correct price is charged for a product. If the price is too high consumers will avoid the product as they will believe it to be too expensive yet if the product is priced too low they may believe that there is something wrong with the product for it to be so cheap. Also if the company charges too low a price, it may not cover its costs. There are many different pricing strategies that companies can use to decide on a price for their product including market and psychological pricing methods. Some examples of pricing decisions to be made include: * Pricing strategy (Skim, penetration, etc.) * Suggested retail price * Volume discounts and wholesale pricing * Cash and early payment discounts/ bonus * Seasonal pricing * Bundling * Price flexibility * Price discrimination. * Place: The place is where you can expect to find your customer and consequently, where the sale is realized. Knowing this place, you have to look for a distribution channel in order to reach your customer. * Distribution channels * Market coverage (inclusive, selective, or exclusive distribution) * Specific channel members * Inventory management * Intermediaries * Distribution centers * Order processing * Transactions * Reverse logistics * Promotion: In the context of the marketing mix, promotion represents the various aspects of marketing communication, that is, the communication of information about the product with the goal of generating a positive customer response. Marketing communication decisions include: * Promotional strategy (push, pull, etc.) * Advertising * Personal selling & sales force * Sales promotions * Public relations & publicity * Marketing communications budget However, the strategies for the four P’s require some modifications when applied to services. For example, traditionally promotion is thought of as involving decisions related to sales, advertising, sales promotions and publicity. In services these factors are also important, but because services are produced and consumed simultaneously, service delivery people are involved in real-time promotion of the service even if their jobs are typically defined in terms of the operational function they perform. * People: All human action that plays a part in reference and information services delivery namely the librating personnel. * Process: Process means, the procedure mechanisms and flow of the activity by which the service is delivered. * Physical Evidence: Physical environment means, the environment in which the service is delivered & firm & customer interact, & any tangible components that facilitate performance or communication of the service. * SWOT analysis: FIG:2 * Strengths: * What advantages does your organization have? * What do you do better than anyone else? * What unique or lowest-cost resources can you draw upon that others can’t? * What do people in your market see as your strengths? * What factors mean that you â€Å"get the sale†? * What is your organization’s Unique Selling Proposition? * Weaknesses: * What could you improve? * What should you avoid? * What are people in your market likely to see as weaknesses? * What factors lose you sales? * Opportunities: * What good opportunities can you spot? * What interesting trends are you aware of? * Changes in technology and markets on both a broad and narrow scale. * Changes in government policy related to your field. * Changes in social patterns, population profiles, lifestyle changes. * Local events. * Threats: * What obstacles do you face? * What are your competitors doing? * Are quality standards or specifications for your job, products or services changing? * Is changing technology threatening your position? * Do you have bad debt or cash-flow problems? * Could any of your weaknesses seriously threaten your business? Gaps Model of Service Quality: FIG: 3 1. Customer gap: Difference between customer expectations & perceptions. 2. Provider gap 1: Not knowing what the customer wants or expect. 3. Provider gap 2: Not selecting the right service design and standards. 4. Provider gap 3: Not delivering to service designs & standard. 5. Provider gap 4: Not matching performance with promises. Part-4 Analysis and Findings Questionnaire Survey Analysis: In every survey, it is essential to analyze the survey results and follow the findings as a guideline of development of the project. The survey reports are shown below with graphical representation in percentage basis. (1) What type of account you maintain with this bank? FIG: 4 From the graph, it is seen that 23 of the respondents are MSS holder, 10 of the respondents have FDR, 13 of the respondents have current account and 4 have the other account. Here most of the respondents have Monthly saving scheme (MSS) Here bank should give importance on other accounts. (2) Why you choose mercantile bank? Or reason of choosing this Bank? FIG: 5 From the graph, it is seen that the 11 respondents choose this bank for the number of branches of the bank, 15 for location of the bank, 3 for reputation of the bank, 16 for service of the bank, 5 for personal relationship. Here most of the respondents choose this bank because of the service and location of the bank. (3) What are the services of this bank you usually use? FIG: 6 From the graph, we found that the 20 respondents use MSS of this bank, 3 uses LC of the bank, 9 uses current account of the bank, 7 uses FDR of the bank, 7 uses Card & 4 uses locker service of the bank. Here most of the respondents use MSS and current account services of the bank. (4) Are you satisfied with the service charges of the bank? FIG: 7 From the graph, we can see that the 25 respondents said moderate, 14 respondents said service charges are high, and 11 respondents said the service charges are low from some other banks. (5) Are you satisfied with the account opening procedure? FIG: 8 From the graph, we can see that the 23 respondents are satisfied with the account opening procedure, 12 are very satisfied and 15 are dissatisfied. Here most of the customers are satisfied with the account opening procedure. (6) Are you a debit card holder of this Bank? FIG: 9 From the graph, it is seen that the 14 respondents are card holder and 36 respondents are not. Here the respondents who have account in the bank they can apply for the card. (7) Do you think the numbers of ATM booths are sufficient? FIG: 10 From the graph, it is seen that the 76% respondents think that the numbers of ATM booths are not enough and available, 24% respondents think that the numbers of ATM booths are sufficient. So, most of the respondents are not satisfied with the number of ATM booths. (8) Do you think MBL takes longer time to issue a card? FIG: 11 From the graph, we can see that 20 respondents think they don’t take longer time to issue a card, 20 respondents think they take a longer time & 10 respondents think they take a very long time. (9) Are you satisfied about ATM services? FIG: 12 From the graph, it is seen that the 17 of the respondents are satisfied with the ATM services, 20 respondents are dissatisfied, and 13 respondents are in moderate position. Here most of the respondents are dissatisfied with the ATM services. (10) Are you satisfied with the branch location? FIG: 13 From the graph, we can see that 18 respondents are satisfied, 14 respondents are dissatisfied, and 18 respondents are in moderate position. (11) Where do you first know about this bank? FIG: 14 From the graph, 0 respondents know from TV, 20% respondents know from news paper, 36% respondents know from bill board & representatives, 44% respondents know from friends & family. (12) Are you satisfied with the different interest rates that are offered by MBL? FIG: 15 From the graph, we can see that 36% respondents are satisfied with the interest rates, 50% respondents are in moderate position & 14% respondents are dissatisfied with the interest rates. (13) Are you satisfied with the different promotional campaign of MBL? FIG: 16 From the graph, we can see 0 respondents are highly satisfied ,3 are satisfied, 26 are in neutral position,12 are dissatisfied ,9 are highly dissatisfy about the promotional activities of MBL. (14) Do you think the employees are highly efficient? FIG: 17 From the graph, we can see that 5 respondents are highly satisfied on the work of employees of MBL.15 respondents are satisfied & 26 respondents are in neutral position & 4 respondents are dissatisfy. As a result more or less all respondents are satisfied for the employees. (15) Do you think the process of taking loan is very easy? FIG: 18 From the graph ,we found that 0% respondents are highly satisfied with the lone processing ,28% respondents are satisfy with it, 24% respondents are in neutral position ,48% are dissatisfy on the lone taking process. Part-5 Major Findings Major Findings: Mercantile Bank Ltd actively participate in the growth and expansion of the national economy by providing various kind of services. While analyzing the policies and procedures & analyzing the customer satisfaction of the Bank the following areas were mostly viewable. * Most of the respondents have MSS account. * Most of the respondents choose this bank because of the branch location & services of the bank. * Most of the respondents come to this bank for the MSS, FDR & savings accounts. * Most of the respondents are satisfied with the MBL charges. * Most of the respondents are satisfied with the account opening procedure of the bank ,but respondents had to face some difficulties to open current account because it require introducer who already have current account on MBL. * Most of the respondents don’t use card of this bank. * Most of the respondents are not satisfied with the number of ATM booths. * Most of the respondents are not satisfied with the system of issuing a card. * Most of the respondents are not satisfy with the ATM services. * Most of the respondents are satisfied with the branch location. * Most of the respondents know about the bank from friends & family. * Most of the respondents are satisfied with the MBL interest rate. * Most of the respondents are not satisfied with the promotional actives of the bank. * Most the respondents are satisfied with the MBL employee’s attitude and behavior because they can expertly solve the banking problem. * Most of the respondents think the loan processing system is not easy & high interest rate on personal loan. Part-6 Recommendation Recommendation: MBL has an efficient and excellent management team and performing with a great expertise and care. The limitations can be overcome by some measures to make the performance outstanding. I have some suggestions for The MBL according to my observations out of my survey on 50 customers. Those are given below: * The bank should offer more facilities on other account to attract more customers. * The bank should build a strong image on market through covering new area. * The bank should provide more attractive features & plan to attract more customers. * Customers are satisfied with MBL charges, so the bank should attract large number of customer through using this low cost strategy. * The customers are satisfied with the account opening procedure of the bank. But the bank should introduce an easier process to open current account. * The bank should provide more facilities in the ATM cards. * They should increase the number of ATM booth because the Customers are not satisfied with the number of it. * The bank should give more importance on the system of issuing a card as early as possible. * The bank should give more concentration on the ATM services because the customers are not satisfied with it. * The bank should find new important area to make new branches & search opportunity for the bank. * The bank should increase their advertisements. * The bank’s customer are happy with the interest rate, through this advantage the bank should attract more customers. * The bank should increase the promotional actives on TV, print media & radio. * The bank has many efficient employees an efficient employee can attract the customers, so the bank should give more importance on that. * The bank should introduce an easier process for giving lone. Part-7 Conclusion Conclusion: Mercantile Bank Limited is a strong and effective player in the financial system. It is a solid, forward-looking, modern local bank with a record of sound performance. It is a new generation bank. It is committed to provide high quality financial services /products to contribute to the growth of GDP of the industrialization, boosting up export, creating employment opportunity for the educated youth, rising standard of living of limited income group and overall sustainable socio-economic development of the country. The bank has the vision to be the best Private Commercial Bank in Bangladesh in terms of efficiency, capital adequacy, asset quality, sound management etc. it is now one of the top most profitable commercial bank. As concluding remark the bank is able to attain a leading role with the 13 years success story but to remain in Strong position among new generation banks, the bank must face new challenges. The bank must make a positive attempt to be more outward looking in their goals and aware of what is happening. They must also emphasize on the domestic scenario more closely and analyze any certain trends and strategies of their competitors. The bank must accept any failures and think of them as an objective to pursue future goals instead of blaming such failures on other factors and in this way the Bank will be able to keep on playing its important roles in our economy. Part-8 Bibliography Bibliography: * Annual Report (2009) of Mercantile Bank Limited. * Annual Report (2011) of Mercantile Bank Limited. * Circular of Mercantile Bank Limited. * Interview with the Credit section of employees Mercantile Bank Limited, Gulshan, Branch. * Interview with SME and retail banking section of Mercantile Bank Limited, Gulshan Branch. Books reference * Principles of Marketing- 12th Edition- Philip Kotler. * Marketing Management- 13th Edition- Philip Kotler. * Service Marketing- 4th Edition- Zeithamal & Bitner . Internet reference * www.google.com * www.wikpedia.com * www.yahoo.com * www.answer.com * www.mblbd.com Part-9 Annexure Raw Table: 1. What type of account you maintain with the bank? * MSS 23 * FDR 10 * Current 13 * Others 4 2. Why you choose mercantile bank? * Branch number of the bank 11 * Location of the bank 15 * Reputation of the bank 3 * Service of the bank 16 * Personal relationship 5 3. What are the services of this bank you usually use? * MSS 20 * LC 3 * Current Account 9 * FDR 7 * Card 7 * Locker 4 4. Are you satisfied with the service charges of the bank? * Very high 0 * High 14 * Moderate 25 * Low 11 * Very low 0 05. Are you satisfied with the account opening procedure? * Good 23 * Very good 12 * Poor 15 * Very poor 0 06. Are you a debit card holder of this Bank? * Yes 14 * No 36 07. Do you think the numbers of ATM booths are sufficient? * Agree 12 * disagree 38 08. Do you think MBL takes longer time to issue a card? * Disagree 20 * Strongly Disagree 0 * Agree 20 * Strongly agree 10 * 9. Are you satisfied about ATM services? * Satisfy 7 * Dissatisfy 20 * Moderate 13 10. Are you satisfied with the branch location? * Yes 18 * No 14 * Moderate 18 11. Where do you first know about this bank? * TV 0 * News Papers 10 * Bill-board & sells representatives 18 * Friends & Family 22 (Likert scale) No.| Question:| Highly Satisfy| Satisfy| Neutral| Disagree| Highly Disagree| 12.| Are you satisfied with the Services offered by the MBL?| 0| 20| 21| 9| 0| 13.| Are you satisfied with the different charges & interest rates that are offered by MBL?| 0| 18| 25| 7| 0| 14.| Do you think the numbers of branches are satisfactory compare to other Banks?| 0| 20| 23| 7| 0| 15.| Are you satisfied with the different promotional campaign of MBL?| 0| 3| 26| 12| 9| 16.| Do you think the employees are highly efficient?| 5| 15| 26| 4| 0| 17.| Do you think the process of taking loan is very easy?| 0| 14| 12| 24| 0| 18.| Are you satisfied with the total working process of the MBL?| 0| 11| 30| 9| 0| 19.| Do you think MBL provides a very good after sales services in ATM sector?| 0| 9| 20| 13| 8| 20.| Do you think MBL take longer time to open LC?| 0| 20| 16| 14| 0| Questionnaire: Dear respondent, ————————————————- I’m a student of BBA program studying in Bangladesh University of Business & Technology (BUBT). I was assigned to prepare a report on â€Å"customer satisfaction of the Services of Mercantile Bank LTD† which is a partial fulfillment of my internship program. As a result, some information would be needed from you. It is assured that all the information will keep confidential and solely use in this report only. Name:†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Sex: a) Male b) Female Occupation:†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Express your opinion by giving (√) marks. You may choose more than one option where necessary. 01. What type of account you maintain with the bank? A) MSS C) FDR B) Current D) Others 02. Why you choose mercantile bank? A) Branch number of the bank C) Location of the bank B) Reputation of the bank D) Service of the bank E) Personal relationship 03. What are the services of this bank you usually use? A) MSS B) LC C) Current Account D) FDR E) Card F) Locker 04. Are you satisfied with the service charges of the bank? A) Very high C) Good B) High D) Poor E) Very poor 05. Are you satisfied with the account opening procedure? A) Good B) Very good C) Poor D) Very poor 06. Are you a debit card holder of this Bank? A) Yes B) No 07. Do you think the numbers of ATM booths are sufficient? A) Agree B) Disagree 08. Do you think MBL takes longer time to issue a card? A) Disagree C) Strongly Disagree B) Agree D) strongly agree 09. Are you satisfied about ATM services? A) Satisfy c) Dissatisfy B) Moderate 10. Are you satisfied with the branch location? A) Yes B) No C) Moderate 11. Where do you first know about this bank? A) TV B) News Papers C) Bill-board & sells representatives D) Friends & Family Please put tick (√) on appropriate place. Statement| Highly Satisfy | Satisfy| Neutral| Disagree | Highly Disagree| 12. Are you satisfied with the Services offered by the MBL?| | | | | | 13. Are you satisfied with the different charges & interest rates that are offered by MBL?| | | | | | 14. Do you think the numbers of branches are satisfactory?| | | | | | 15. Are you satisfied with the different promotional campaign of MBL? | | | | | | 16. Do you think the employees are highly efficient?| | | | | | 17. Do you think the process of taking loan is very easy?| | | | | | 18. Are you satisfied with the total working process of the MBL?| | | | | | 19. Do you think MBL provides a very good after sales services in ATM sector?| | | | | | 20. Do you think MBL take longer time to open LC?| | | | | | THANK YOU FOR YOUR KIND COORDINATION. Surveyor Signature:†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Date:†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Contact No:†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦

Free Essays on Dream

When people think of the â€Å"American Dream† they generally think a middle class, well-off family in a beautiful home with a couple of kids and maybe a dog. Both Lorraine Hansberry’s A Raisin in the Sun and Author Miller’s Death of A Salesman deal with the concept of having a dream and trying to achieve it. In some sense both families have the same dream, a dream to be successful and happy, and the dream to have money. But the families face many different obstacles that they must overcome. Some are physical and some are mental or emotional struggles. Also in both plays, each member of the family has their own personal dream and sometimes struggle to realize that the family is the most important symbol in a home. Throughout both plays we see the struggles and hardships that both families must face in order to attain their dreams. In Lorraine Hansberry’s A Raisin in the Sun, we see a poor black family struggling to keep their family united. The play is almost entirely based on the concept of dreams, whether it is an individual dream or the family dream. At the beginning of the play we see all of the characters individual dreams. Mama strongly believes in the importance of family and tries throughout the play to teach this to her children and grandchildren. Dreams are also more important to her than material wealth, and her dream is to one day own a house. Ruth, Mama’s daughter-in-law, agrees with Mama. She too sees the importance of family and having a new home to unite the family. Mama’s son, Walter has a more selfish dream of opening a liquor store with his friends. He believes that money is the way to happiness and that it will solve all of the family problems. He learns the hard way that money is only a physical element, and not happiness. Walter, for the most part, is not s uccessful with money and most of his actions throughout the play hurt the family. He rarely listens to his mother, wife, and sister... Free Essays on Dream Free Essays on Dream When people think of the â€Å"American Dream† they generally think a middle class, well-off family in a beautiful home with a couple of kids and maybe a dog. Both Lorraine Hansberry’s A Raisin in the Sun and Author Miller’s Death of A Salesman deal with the concept of having a dream and trying to achieve it. In some sense both families have the same dream, a dream to be successful and happy, and the dream to have money. But the families face many different obstacles that they must overcome. Some are physical and some are mental or emotional struggles. Also in both plays, each member of the family has their own personal dream and sometimes struggle to realize that the family is the most important symbol in a home. Throughout both plays we see the struggles and hardships that both families must face in order to attain their dreams. In Lorraine Hansberry’s A Raisin in the Sun, we see a poor black family struggling to keep their family united. The play is almost entirely based on the concept of dreams, whether it is an individual dream or the family dream. At the beginning of the play we see all of the characters individual dreams. Mama strongly believes in the importance of family and tries throughout the play to teach this to her children and grandchildren. Dreams are also more important to her than material wealth, and her dream is to one day own a house. Ruth, Mama’s daughter-in-law, agrees with Mama. She too sees the importance of family and having a new home to unite the family. Mama’s son, Walter has a more selfish dream of opening a liquor store with his friends. He believes that money is the way to happiness and that it will solve all of the family problems. He learns the hard way that money is only a physical element, and not happiness. Walter, for the most part, is not s uccessful with money and most of his actions throughout the play hurt the family. He rarely listens to his mother, wife, and sister...

How the Forest and Court Are Shown in As You Like It

How the Forest and Court Are Shown in As You Like It As You Like It is set in a forest, but it is difficult to be clear about the As You Like It setting. Some argue that it is the Forest of Arden that once surrounded Shakespeare’s hometown of Stratford-upon-Avon; others believe that the As You Like It setting is in Ardennes, France. Forest vs. Court The forest is presented in a more favorable light in that the â€Å"goodies†, Duke Senior and his court, reside there. All of the good characters in the court are banished or exiled to the forest at the start of the play. Duke Senior describes the court as â€Å"painted pomp†¦the envious court†. He goes on to say that in the forest the dangers are real but natural and are preferable to those in the court â€Å"The †¦churlish chiding of the winter’s wind†¦ even till I shrink with cold, I smile and say This is no flattery† (Act 2, Scene 1). He suggests the harsh conditions of the forest are preferable to the pomp and false flattery in the court: That at least in the forest, things are honest. This could be compared to the courtly love between Orlando and Rosalind and the bawdy, primitive but honest love between Touchstone and Audrey. There are also reflections of Robin Hood and his merry men in the lives of Duke Senior and his supporters: â€Å"†¦there they live like the old Robin Hood of England† (Charles; Act 1, Scene 1). This reinforces the positive depiction of the forest as opposed to the negative portrayal of the court. When the evil characters enter the forest they have a sudden change of heart as discussed – suggesting the forest has healing properties. There is, therefore, a sense of foreboding at the end of the play when the characters are to be restored to the court†¦we hope that they will bring some of the natural qualities of forest life with them when they return. In this, Shakespeare may be suggesting that there needs to be a balance between forest and court; living with nature and using your senses should be balanced with living in an ordered, political world where education and social politeness is necessary. If one is too close to nature they may turn out like Touchstone and Audrey but if they are too political, they may become more like Duke Frederick. Duke Senior has struck a happy balance – being educated and gentlemanly having the ability to manage people but also appreciating nature and its offerings. Class and Social Structures The struggle between forest and court also sheds light on the class struggle at the core of the play. Celia disguises her nobility to become a poor woman,  Aliena, in the forest. She does this in order to protect herself, presumably from those who would try and steal from her. This gives her freedom she has never enjoyed. Oliver falls for her dressed as Aliena and we know as a result, that his motives are honorable – he is not after her money. This is important in that previously, Oliver’s motives have been questionable. Touchstone and Audrey are seen as more lowly characters but as discussed, are possibly perceived as more honest as a result, they are unable to social climb and therefore don’t need to flatter and lie their way to the top. Duke Senior is happier in the forest without the trappings of his dukedom. Shakespeare may be suggesting that just because you are considered to be ‘high class’ it is not necessarily reflected in your nature – or that in order to social climb one needs to lie and flatter and therefore people at the top of society are the worst kind of people. However, at the end of the play when the Duke is restored to the court we are led to believe that the court will be a better place, perhaps because he has witnessed firsthand what it is like to be poor. He is compared to Robin Hood and as such is considered ‘of the people.’

Breeding Thourghbred Racing Horses Essay Example | Topics and Well Written Essays - 1000 words

Breeding Thourghbred Racing Horses - Essay Example ing of thoroughbred horses is a highly intricate and technical matter and a breeder’s success is measured by lesser failure rate as compared to others. Only a handful of winning horses can be produced from hundreds of crosses during a lifetime. Although the qualities of both the mare and the stallion may be exceptional, genetic variations result in offsprings which are not necessarily as good as their parents. Traditional breeding art has to be combined with the modern knowledge of population as well as molecular genetics. Some basic genetic philosophies which are pertinent to the development of a good breed include careful inbreeding structuring to obtain a balance between genetic health and performance, coordination of genetic components for a specific stamina ideal and ‘fixing’ of genetic characteristics using appropriate breeding programs (thorughbredgenetics.com). DNA based analyses of databases can determine whether horses will conform to required ideals in terms of racing potential and stamina. However winners don’t necessarily come from champion parents and exceptions have been there where champions have resulted from uncontrolled breeding. Training of the horses is another aspect which is important in making champions out of ordinary thoroughbreds with none too illustrious bloodlines. Although thoroughbreds are judged more by performance rather than looks, attractive horses have additional advantages in terms of aesthetic appeal. Single trait selection is much easier while developing a breed as compared to an endeavor where multiple positive traits are attempted. Bays and Chestnuts are the most common colors in thoroughbreds although there have been concerted efforts to breed pintos and palominos to make the horses have more visual appeal. The Quarter Horse Association is responsible for breeding paints and Appaloosas, which have characteristic spotting and color patterns, which were initially scoffed at by traditional breeders. Quarter and

Consumer Behaviour Essay Example | Topics and Well Written Essays - 750 words - 4

Consumer Behaviour - Essay Example This essay stresses that the attitude of a consumer is a major factor as it has a major role in influencing the decision making process of the consumer. Talking on this note, it can be said that for the purpose of changing the attitudes of the consumers towards a specific brand of breakfast cereal, the AIDA model of marketing can be followed. The AIDA model talks about awareness, interest, desire and attraction and help to influence the mindset of the customers. For changing beliefs about the brand, the marketer needs to create awareness about the brand amongst the target consumers. The marketers need to bring in to highlight some other popular product of the same brand. For changing the beliefs about rival brands, the company needs to focus on the process of generating the interest among the consumers. For doing so, the marketer needs to communicate the unique values of the own brand. This paper makes a conclusion that the British airways advertisement was designed to focus on the patriotic as well as national feeling of the consumers and passenger of Britain. Talking in regards to campaign of Abu Dhabi tourism, the focus was on promoting dream and imaginations related to the Middle East. Talking from the marketer’s point of view, it can be said that the British Airways advertisement tried to develop a local connect. On the other hand, the sole focus of the marketers in the Abu Dhabi tourism campaign was to connect to the global audience, while asking them fulfil their dreams and imaginations of a lifetime.