The Travel Expense Billing Controversy Essay Example for Free

The Travel Expense Billing Controversy Essay Neal A. Roberts, a worker of PricewaterhouseCoopers (PwC) discovered that his boss was procuring a great many dollars a year by method of a charging technique that he thought was far fetched. PwC had been gathering huge refunds on aircraft tickets and other travel costs being charged as costs to customers of the firm. These discounts were not being come back to the firm’s customers as reserve funds, yet the firm was saving these refunds for it. This was working, in light of the fact that the firm would charge the customers at the full cost of carrier tickets and other travel-related cost, yet secretly, the firm arranged limits and discounts that they at that point got toward the year's end dependent on aggregate sums spent. The customers knew nothing of the back-end limits and refunds the firm was getting; in this way, they were being charged more than the firm’s valid cash based costs for the things. In October 2001, the firm at long last quit taking aircraft refunds totally. The organization began organizing all limits as front-end value decreases that would be given to the customers. In the expert condition, there are two principle territories in which moral conduct is required. The primary point concerns the conduct of the worker at work, in managing associates, with administrators and subordinates and furthermore with clients, the subsequent point concerns the conduct of the organization itself against its clients, its representatives and all other people who may are worried from organization. Likewise you need to recognize elucidating and regularizing morals. Enlightening morals is worried about portraying, describing, and examining the ethical quality of a people, an association, a culture, or a general public. [†¦] It centers around â€Å"what is† the overarching set of moral gauges in the business network, explicit associations, or with respect to explicit chiefs. [†¦] Normative morals is worried about providing and advocating a lucid good arrangement of reasoning and judging. [†¦] It manages â€Å"what should be† or â€Å"what should not to be† as far as strategic policies. Carroll, Buchholtz, 2008:242,243) So it’s fairly unimaginable for an enormous organization, for example, PwC to hold fast to all these moral qualities. These qualities can be immediately lost in the overall population, in light of the fact that all over the place, they are attempting to bring in cash and advance the business, regardless of whether this moral conduct is watched or disregarded. Neal A. Roberts was continually attempting to reveal the degenerate business of the organization, since he has a higher moral cognizance and doesn't need PwC to pull off its off-base conduct. Reco gnize the moral issues for this situation. There are three moral issues for this situation. Right off the bat the undermining clients out of limits. The firm PwC acquires a huge number of dollars on refunds, which are not being come back to the customers in type of investment funds, but instead, the firm was saving these discounts for themselves. The second moral issue is that PwC is giving bogus data to the firm’s customers, by revealing to them an off-base sum for the aircraft tickets and other travel costs. The last moral issue is the concealment of the firm’s degenerate action. The organization PwC doesn't educate their customers and their representatives concerning the firm’s unlawful conduct. All these moral issues have a place with the hierarchical level (or firm level). â€Å"[†¦] These issues may convey ramifications for the company’s notoriety and accomplishment in the network and furthermore for the sort of moral condition or culture that will persuade an everyday premise at the workplace. Furthermore, how the issue is taken care of may have genuine authoritative consequences† (Carroll, Buchholtz, 2008:289,290). [A] study led by the Ethics Resource Center uncover what chiefs and workers are facing. † There you can see, that 19 percent of the asked representatives referenced â€Å"lying to workers, clients, merchants, or the public† (Carroll, Buchholtz, 2008:290) is one of the most â€Å"questionable practices that workers today face in their work lives† (Carroll, Buchholtz, 2008:291). Who are the partners and what are their stakes? The Stakeholders in the event that 14 are the clients, the central government, the organization PwC, the accomplices in business and the workers. The customer’s stakes are to get the correct help for the cash they paid, to get great quality and to be dealt with genuine and reasonable. However, for this situation the clients are not getting the refunds that they ought to be compensated. Moreover the stakes of the central government are that the organization PwC can cover the assessments and acts lawfully and morally. In any case, the national government was deceived about hypotheses and guidelines, however they were likewise misled as the clients themselves. Also the stakes of PwC are that they can keep available with different organizations, that their representatives are persuaded nd make a decent work, that their organization is reliable, so at the end of the day liquidity is given, that they have numerous clients and great conditions for providers. The stakes of the accomplices in business are that they need to know how the serious organization PwC is in the market and how enormous their pieces of the overall industr y are. Be that as it may, different organizations are getting discolored. Finally the employee’s stakes are to work in a decent working climate, to get reasonable wages and furthermore to be dealt with legit and reasonable. What is your evaluation of the morals of the movement cost charging rehearses portrayed for the situation? What are the moral contentions for and against them? My evaluation of the morals of the movement cost charging rehearses portrayed for the situation is the thing that the organization PwC did isn't right, since it isn't right and reasonable. They disregard shopper rights, worker rights and investor rights by culpable contrary to the primary moral standards, for example, the â€Å"Respect for Persons†, the â€Å"Principle of Beneficence† and the â€Å"Principle of Justice†. In this association ‘Respect for Persons’ implies that people ought to be treated as independent operators and that people with decreased self-sufficiency are qualified for security. Further the ‘Principle of Beneficence’ shows that â€Å"persons are treated in a moral way not just by regarding their choices and shielding them from hurt, yet in addition by putting forth attempts to make sure about their prosperity. [†¦ ]Two general guidelines have been detailed as corresponding articulations of helpful activities in this sense: (1) don't mischief and (2) amplify potential advantages and limit potential damages. Similarly as with every single hard case, the various cases secured by the rule of advantage may collide and constrain troublesome decisions. † Moreover the ‘Principle of Justice’ says that â€Å"[†¦] approaches should be dealt with similarly. † (http://www. stmarys-ca. edu/institutional-survey board/fundamental moral standards) The company’s conduct meets the essential degree of the CSR pyramid, which says â€Å"be profitable†, however on the opposite side it conflicts with lawful, moral and philantropical duties. [†¦] In most decisionmaking circumstances, morals, financial aspects, and law become the focal desires that must be thought of and adjusted against one another in the mission to make shrewd decisions† (Carroll, Buchholtz, 2008:249), yet for this situation, the organization doesn't comply with this standard. PwC just alludes to the moral premise â€Å"be profitable† and disregards different duties, which makes t he entire conduct of the firm illicit and not moral.

japan :: essays research papers

     What was Japan intending to do that driven them to assault Pearl Harbor on December 7 1941?           Japan was experiencing a difficult time like each other country, yet Japan wasn’t going to go down with this downturn without any problem. Japan considerations of extending their economy to different pieces of Asia where there would be more assets that can enable their economy to get back up. However, doing so will cause an encounter with other country that standard over pieces of Asian nations, similar to the United States. Along these lines, the Japanese was power to assault Pearl Harbor and attempt to take the high ground in its success.           The Japanese were making some hard memories holding and working up their economy in light of the fact that the World was experiencing the Great Depression. During this time China was honored with rich soil and great assets. Japan imagined that it would be a decent opportunity to support its economy by growing further to these areas were the dirt was rich and the assets were acceptable. Albeit a little piece of this zone was at that point theirs, Japan needed to extend all through Asia and make it becomes as one with theirs.           One thing that Japan needed to do other than overcoming Asia was to manage the countries that help backing or rules over pieces of Asia. One of the countries was the United State. This nation bolstered China and other Asia nations were a result of the extraordinary asset they get from them. The U.S. has a lot with China and would not like to free it so they’ll need to help in spite of the fact that the U.S. would not like to get include in the war; they knew some way or another someway they will be traveled that path into the war. Still the U.S. had helped China and different nations even before the war began. So it’s not out of the question.           Even thought Japan and the United state was incredible partners they despite everything assaulted Pearl Harbor as a result of the activity the United State had given to the nations in Asia. Japan didn’t value that the U.S. additionally helped China so they assaulted china as well. In addition to the fact that they aided China they have removed the provisions to Japan and solidified their advantages in the U.S. This had caused large contrasts between all nations. It generally influences the United State and China. Huge numbers of the nations depends send out from one another nations. Along these lines, as indicated by this, it implied war has begun and Japan was the first to make its move since it needs to be overwhelmed.

Sample TOEFL Paired Choice Essay and Question (2019)

Sample TOEFL Paired Choice Essay and Question (2019) The QuestionSome people think that the government should use extra money to fund programs to improve the environment. Others think that it is better for the government to spend money to support artistic programs. Which option do you prefer?Use specific reasons and examples to support your answer.Special Offer: TOEFL Essay Evaluation and ScoringYou can now sign up to have your practice essays evaluated and scored by the author of this page. This service is a great way to learn how you will do before test day and how you can best prepare for the big day. Sign up today.The Sample EssayIn today’s turbulent society, it is difficult for us to determine the best way to help the world. In my opinion, spending money to help protect the environment is more important than donating to the arts. I feel this way for two reasons, which I will explore in the following essay. To begin with, environmental problems are a more urgent concern than issues surrounding the arts. While we are certainly liv ing in a society where the arts are severely underfunded, the environment is a matter of life and death for many people. The consequences of environmental degradation not only hit close to home, but also affect human beings all over the planet. For example, I recently read a report in a major newspaper which pointed out that within three decades certain countries in South Asia will suffer from catastrophic flooding as a result of global warming. One country that was mentioned was Bangladesh, which just happens to be the poorest nation in the region. Public officials are trying to deal with the issue, but because of the poverty in that country they are wholly unable to do so. This means that nations in the developed world need to fund programs that will help them deal with the looming crisis.Secondly, it is possible for artistic and cultural programs to be privately funded. Many businesses and individuals are willing to donate to artists in exchange for promotional considerations. No t only that, but the Internet has made it possible for artists to fund their work through online “crowdfunding” promoted through social networking sites. For instance, there is a community theater group in my hometown which recently lost a significant portion of its public funding following recent budget cuts by the municipal government. While the situation looked dire at first, the group was able to attract financial support from companies who wanted to have their logo displayed on theater programs and in the lobby of their building. In addition, the company used the Internet to raise money from individual donors who were happy to help their favorite theater group. These examples demonstrate some of the methods that artists can use to attract funding to replace government support in times of economic trouble. The amounts of money needed to solve environmental programs, in contrast, cannot be raised using such methods.In conclusion, I feel that if the government is forced to mak e a choice, it should choose to fund environmental programs rather than the arts. I feel this way because environmental problems are a more critical concern, and because the arts can often be privately funded. (431 words)Note:This is a sample TOEFL independent essay written by a native speaker. It follows our TOEFL writing templates for independent essays. If it is useful, please remember that we havemany more sample essaysfor you to read!

Project Management A Relatively Young Field Of...

Are We Getting Any Better? Comparing Project Management in the Years 2000 and 2008 Introduction Project management is a relatively young field of professional discipline. The history of project management has been written by Morris, 1994. It shows significant changes and development through the time, also suggesting that some area still needs identifying. Further studies and research are taken to improve project management on five major directions: project complexity, social process, value creation, project conceptualization and development. Meanwhile, strategic/business view, operational/process view and team/leadership view may become the central views for project management research in next few years. Numerous studies are available to indicate the development of project management, including historical analyses on particular projects of their success and failure. The results suggest that project management can still be improved. We have studied the historical development of project management under one company that provides an easy way to understand the development of project management under the company. Some certain lessons of project management development have also been studied, the most famous example is the Standish Group reposts (see http://www.standishgroup.com). Table 1 displays the advantaged development from 2000 to 2008, the project success rate has increased and the challenged projects rate has declined steadily. But it also shows that 2006 had betterShow MoreRelatedHuman Performance Improvement Is Growing As A Key Focus Area For Organizations786 Words   |  4 Pagesworld. By providing tools and strategies for effective and universal improvement, they help members create bigger impact, make greater contributions, and, ultimately, make our world a better place to be. 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The Labor Union Essay - 1523 Words

The formation of unions has been around since the early 20th Century with the boom of the Industrial industry. Unions were formed with the simple idea that working conditions should be Tolerable and fair for the workers. In the next several pages, you will find the pros and the cons of being a member of a union. You will also find out the pros and cons of being the employer of union. Lastly you will hear my perspective of unions as if I were an actual employee. In 1920, the only reason one joined a union is because they worked for you to ensure you got your proper hourly wage according to the law. Unions reduced wage inequality because they raised wages more for low- and middle-wage workers. They made sure you had†¦show more content†¦The cons of being in a union are that Unions are too political. Their involvement in political candidates are too much. The unions give so much to these campaigns thinking that candidates are really considering the issues of unions. It is more times than not, back to business as usual once the candidate gets into office. This also leads to mistrust of the union. While some are doing exactly what needs to be done for its members, others are view as corrupt. The mishandling of membership due is said that union representatives use it to fund their own lifestyles and political agendas. It has also been said that some unions are tied to organized crime organizations. Under performers are also a problem with unions. It is the â€Å"all for one and one for all† idea. If employee A works hard and keep their productivity numbers up, whereas employee B do just enough to get by with continuous absences, they would still make the same rate of pay. Both employees would be getting the same increase and bonus every year, even though employee B has not performed to the expectation of the organization or to their fellow members. It is extremely hard to get a member that is under performing terminated. 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There are also larger unions thatRead MoreThe Union Unions : The Future Of Labor Unions Essay2786 Words   |  12 PagesOF LABOR UNIONS 2 12 Running Head: Future of Labor Unions 1 Research: The Future of Labor Unions Kedra Archie Keller Graduate School of Management HRM- 586 Labor Relations Professor: Danielle Camacho December 4, 2016 Abstract The history of unions in the

Discussion Question on country competitiveness Free Essays

Country competitiveness Is determined by a multitude of factors that ‘measures and compares the effectiveness of countries In providing firms with an environment that sustains the domestic and International competitiveness of those firms’ (Sheehan Lou: Chi. 5, p. 130). We will write a custom essay sample on Discussion Question on country competitiveness or any similar topic only for you Order Now How a countries excel In bringing firms to contribute to the country competitiveness is the result of many factor that are evaluated yearly by the Forum in order to rank almost every country. The report is called Global Competitiveness Index, although it offers over 500 pages; the content is laid out in an orderly fashion and easy to follow. Let’s have a look at how these factors/ determinants influence over FAD strategy. Country-Level, Industry-Level, Firm-Level, Individual-Level Factor-driven economies (Institutions, Infrastructure, Macroeconomic environment, Health and primary education) The level of competitiveness contributing to the country success can be well due to Its Institutional competitiveness; the competitive advantages that firms create In result of their operation wealth a specific circle of institutions is the driving capability to succeed in a socioeconomic context. Foreign firms will likely invest more where they know there is a good management of legal, lattice and economic institutions to protect their rights and property. Mature infrastructures facilitate connectivity, thus lessening the distance between territories. Strong network infrastructures interconnected with national market encourage economic development. Transport, communication and telecommunication infrastructure system is what allow entrepreneurs to do their business, quick stream of information increases global economic productivity by allowing businesses to interact and make decisions. Macroeconomic factor alone, even though stable does not Increase the country’s competitiveness but a macroeconomic disorder can actively affect the economy. Workers need to be able to rely on good health services to avoid unnecessary absenteeism. Good health has proven to enable workers to better function. Also, workers who are educated increase their efficiencies at work but are limited to more manual jobs than one where a more elaborate process is involved. Thus, a lack of basic education can also limit the growth off firm’s capacity to develop. (Sheehan Lou, up. 139) Mentioned that countries cannot be competitive on every level. Some of the week area can be mitigated through trade agreement. Paraguay is a known to experience frequent power shortages at peek hour. That may cause a MEN to choose to locate in another country if their productions demand usage of electricity. Efficiency-driven economies (Higher education and training, Goods market efficiency, Labor market efficiency, Financial market development, Technological readiness, Market size) Well-educated and continuous training is fundamental to firm who want attractive for a firm that evolves in the market technology and is always on a learning path to react and adapt to the fast pace IT progresses. To be better positioned in the racket, government with a well balanced set of market rules that does not restrict business productivity, but instead encourages foreign MEN to locate in the country. Per instance, restringing rules and heavy administrative paperwork causes delay that can result in missing out opportunities. In finance, there are always uncertainties, but putting all these factors together can provide a fair level of competitiveness. Not mentioned here though is the impediment of the financial economy when dealing with tax rate, interest rate, deficit and public debt in general also depend on how government manages its public accounts. An example would be a decrease in the FAD inflow in the U. S last year compared to the previous ones. Many factors that caused this decreased percentage of foreign investment are explained by Jackson,J. K. (2013) in a report prepared for committee member of Congress. Innovation-driven (Business sophistication, Innovation) In order to succeed in that factor, support from private and public sector is essential. For example, program subvention in R D is often what create a breakthrough in many sectors. Developing countries don’t often have the knowledge and the people like scientist to run that program. How to cite Discussion Question on country competitiveness, Papers

Marketing Techniques free essay sample

These include diversification where the organisation effectively enters a new market. Tesco have done this where they have gone from just selling products in their shops to selling petrol, insurance and having their own mobile network.  Kellogg’s have also done this as they have gone from selling cereals to selling cereal bars, ready to eat cereal with milk and they have recently introduced crisps through their Special K range. Kellogg’s will develop their products, they would have gone from just selling the cereal Frosties to then selling Frosties cereal bars and the Frosties that comes with milk so it is ready to eat. Tesco will also develop their products and they will do this by having more than one product so that the customer can choose from a range of items. Organisations will develop in the market. Tesco would do this by ensuring that they have a big supermarket in each covering area of a certain size of population, as well as having your local community stores (Express) and the city/town centre stores (Metro). We will write a custom essay sample on Marketing Techniques or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Kellogg’s will make sure that their products are always available by supplying them to stores and they would make a deal with organisations such as Tesco where they would say that each Tesco store would stock Kellogg’s products. Ansoff used these four categories in a matrix to show how the opportunities differ in terms of new and existing products and markets. Survival strategies Kellogg’s and Tesco have both established a national brand with products that are seen to be of a certain quality. These products are also seen to be reasonably priced as they aren’t the most expensive and are also not the cheapest but that is because there is a quality to their products. They try to back this up by advertising on TV, radio and in newspapers. Both organisations are seen as a brand you can trust and they are name to sell a wider variety of products. This is shown where Kellogg’s have started to sell crisps and Tesco sell insurance and flowers etc. so therefore they are using the trust of the brand. Branding is important when you are influencing the buyer as a strong brand will stick in a buyers mind. Once a brand has built strength it can take the business into a wider market with less risk of failure as if a customer has a good opinion on a brand then they are likely to try their new products. Relationship marketing This is based on keeping customers happy rather than just concentrating on the sales of the organisation. And that is the difference between relationship marketing and transactional marketing; relationship marketing is keeping the customers happy and transactional is where the effort is being made to focus on sales. A lifetime customer is invaluable to an organisation and you know that if you don’t screw up you will keep these customers. An example of an organisation screwing up is when it came out that Tesco had been selling products with horse meat in them. This meant that Tesco would have lost some of their valuable customers as they would no longer trust them. With a lifetime customer you don’t have to do much to keep them happy as they already trust you and they just want you to continue delivering a good service to them. This is different with customers who change organisations regularly as you would need to do more work on them such as adverts and sending the customers offers to try and win them over.

person perception essays

person perception essays Progression of interpreting perception amongst ourselves and others relates to physical traits (looks/attractiveness) and non-physical traits (intelligence/information). Leaning solely on physical traits creates a biased person perception stereotyping view, which leads to assume the subject being assessed also have high non-physical traits. Such implication need to be avoided, as it suggests that, though attraction is correlated to non-physical traits, knowing or being familiar with a person can greatly reduce the stereotyping and ultimately lead to the influence of non-physical traits to interpret on perceptions. The apprentice study gives a pre-task where group members work together. This gives members more information about each other and we see how it correlates between non-physical traits to being picked as the apprentice. When viewing someone for the first time we use our sense of perception to have a general idea of a stranger. It is understood that this is influenced by physical traits such as looks and youth shown by (Kniffin Implications occur, as biased views are perceived about a stranger. It leads to hypothesis that there would be a correlation between the variables of physical and non-physical attraction. Such studies by Dion and associates (1972) confirms that subjects indeed favour such non-physical traits when given photographs to judge that was rated high in physical attractiveness. This type of behaviour is called the halo effect. The assumption is generally known as the Physical Attractiveness Stereotype. Researchers such as Eagly et al (1991) suggest as information and clarity increases about the stranger, there become more familiar and know that p...

How to Write an Impressive Follow Up Email After Your Interview

How to Write an Impressive Follow Up Email After Your Interview The job hunt has so many parts, it’s easy to get overwhelmed. You need to decide what where you want your career to go, find jobs you might want, create a cover letter and resume, apply, and then hopefully get called in for an interview. Hooray! But then you have to prep for your interview, show up on time, charm the pants off the interviewer†¦ and then head home, collapse in a heap on the couch, and heave a sigh of relief, right? Not quite. Add one step in at the end there- a crucial one that will let future employers know you have the professionalism and class that would make them proud to have you as a member of their team. It goes back to what you learned when you were a toddler, and it’s still important: you have to say thank you!Thanking an interviewee for their time and consideration is polite and considerate, and lets them know you care enough about the job to follow up until the end of the process. Your follow up email or thank you note should be short, di rect, and filled with points here and there that drive home the fact you would be ideal for the job they’re offering.Check out the ideal thank you letter below from Lifehack, marked up to show you exactly why its so good and how it makes a solid final impression.

Differences in economic and political culture between Western Europe Research Paper

Differences in economic and political culture between Western Europe and the United States - Research Paper Example This paper is one of the best examples of thorough analysis of the underlying reasons, that stipulated the differences in economic and political cultures of Western Europe and United States. Western Europe and United States have different economic and political cultures. Although there have been cases where some cultures have adopted across Western Europe and America, there still remain major rifts between the two sides of the Pacific Ocean. Issues of globalization and historical incidents such as the two World Wars and the Cold War have been l responsible for the different economic and political cultures between the US and countries of Western Europe. The histories of the United States and Western Europe shaped the political and economic cultures in the two regions. The greatest period was the enlightenment, where several philosophers came up with ideologues that influenced the developments in the two regions. While Western Europe adopted socialist ideologies, the United States adopted capitalism. Western Europe is associated with welfare states. The welfare state concept is where the state plays a major role in the promotion and protection of socioeconomic well-being of the citizens. The welfare programs are intended to support various services Capitalism is a political and social ideology that favours private ownership and control of resources over state control. Capitalism is often associated with free market and individualism. The United States in considered to the epitome of capitalism in the world.

Expression of Mentality through Materiality of Object (not decided Research Paper

Expression of Mentality through Materiality of Object (not decided yet) - Research Paper Example y to deny the mental aspects of men but try to consider and study their mental activities as a compound of physico-chemical causality and to express them in a more concrete and visual method. Therefore, the following discussion implements the research findings through the argued out philosophies, secondary, and primary data sources, and sole resolutions on establishing the relationship following various interviews with affected respondents (Przytycki, and UrbanÃŒ ski, 2010:46). Mainly, the discussion shall focus on the mental effects that deciphered through physical actions and emotional distress in human beings, by answering the following questions. The main resolution while tackling the issue of philosophy and the ideal relationship with human nature as forecasted in physiological characteristics. David majors his concerns on the coherent factors borne of the human behaviours that correlate with the mentality as forecasted in the individual deeds. Further, the philosopher argues out on the general nature of mentality that harbours man from cohabiting and exhibiting his feelings to the environment. Entirely, David acknowledges that the conflicting interest between mental and material variables is continuous thus; it is impossible to ascertain on any completion of the same or a probability that the variables shall halt, a phenomenon referred to as the wholeness and the implicate order (Harris, 2012:46). As a physicist, David Bohm, is among the most creative thinkers of the early 20th century and he is accredited of the Hologram theoretical approach in arguing out different ideologies surrounding human lives. The two psychologists experimented the extreme external factors such as an electroshock device and a prison to change a ‘normal’ persons character, and the reason presented me a more concrete and visible method of expression (Tyson, et al 2009:67). The efficient arrangements of various external factors, mostly emotional, influenced my experimentations with

Defining And Analysing Computer Crimes

Defining And Analysing Computer Crimes Computer crime comes in many different forms and can cause serious amounts of damage. It has been around as long as the computer has and criminals are always finding new ways to beat the system. With the constant advancements in technology, it has become easier for criminals to hide information about their crime. Evidence is now handled and collected differently than it was in the past and requires a significant amount of careful forensic investigation. What is computer crime? Computer crime is illegal activity that is committed on the internet or through networks. The department of justice has three separate categories in which computer crime can be labeled. The first category is attacking computers of others, such as spreading a virus. The second category is using the computer to commit a crime which could also be committed the physical world, such as fraud or illegal gambling. The third and last category is using the computer to store stolen or illegal information (Citizenship.org). There are several different types of computer crime committed in the world today. Of those include: fraud, identity theft, phishing scams, malware, viruses, cyber stalking, and child pornography. Computer crime has been around for nearly two centuries, with the first ever recorded occurring in the year 1820 (hubpages.com). With the continual advancements in technology, it has been made easier for criminals to hide information about their crimes. Cyber crimes are handled differently than they have in the past because of this fact. When computers are attacked, it can completely alter the system and most times it will even cause damage. Also, computers that have been attacked have the capability to spread the attack to other systems within the same network (CERT.org). Statistics on Computer crime According to Minnesotas Internet Crime Complaint Center (IC3) 2008 Internet Crime Report, a total of 3,578 complaints came in. There are several different categories that the complaints are separated into. To name a few of those categories, there is check fraud, hacking, credit card fraud, Nigerian letter fraud, and identity theft. Here are some statistics that were collected during the year 2008: Non Delivery of Merchandise/Payment was the top complaint and accounted for 31.9% of all internet crime called in. Auction fraud came in second accounting for 27.5% of all internet fraud 78.5% of all perpetrators were male Within the country, California is the home to the largest percentage of perpetrators accounting for 15.8% Of the world, the United States is home to 66.1% of all perpetrators This is just a small percentage of the statistics I discovered when visiting the website of the Federal Bureau of Investigation (fbi.org). According to the IC3, the rate of computer crime continues to climb as the years pass by. The group has been collecting information and statistics on internet crime for the past three years in hopes to find trends among perpetrators and crimes committed in order to better solve the crimes of the future. Hacking: What is it? The term hacking has several different meanings and it means different things to different generations. In the 1950s and 1960s, computer programmers viewed hacking as an intellectual exercise and prefer to use the term cracking instead in order to separate themselves with the negative connotation that came along with being considered a hacker. The younger generation feels that hackers of today are doing the real work of exploration which was made necessary due to the prior generation selling out (Thomas). According to the dictionary, the official definition of hacker is a computer enthusiast and a microcomputer user who attempts to gain unauthorized access to proprietary computer systems (dictionary.com). Hacking has its own meaning to different people. To some its a means of exploration and education; to others its more about playing childish, but costly, pranks on people and companies (Thomas). Hacking Then Hackers of the 1960s and 1970s were found to be university graduate students with a profound interest in computers. Hacking grew to be quite popular in the labs of well respected colleges such as the Massachusetts Institute of Technology (MIT), Cornell, and Harvard. Students would play around with computers on their college campus and solve problems that eventually led to the creation of the personal computer. It was the birth of something that would lead to a new culture of innovative technological advances. Those who were able to hack were considered to be computer geniuses or nerds, rather than hackers (Thomas). Hacking Now Hackers of today are commonly found to be in their teenage years. The reason for such age difference between the times is that fifty to sixty years ago, you could only find computers on college campuses whereas today, it is uncommon to find a household that does not own at least one computer. They are more readily available for young children not yet in college to dupe around with. Technology today is also very different than it used to be. There are now passwords and PIN numbers in order to protect the user from having any information stolen. Security is stronger now, which is good for the common users of online systems such as eBay, online banking, or any other accounts which are password protected. However, as Thomas clearly states, security today is a double-edged sword. Although people are more protected, it also protects the hackers from becoming easily identified (Thomas). Hackers are able to take advantage of this and often continue to hack into systems of major companies, or even your personal computer at home. It seems that hacking was something more positive 60 years ago. It was used to discover new technology and helped to design and create more advanced machines and programs for people to use. It was something great that only those who were quite knowledgeable were capable of doing. However, with such great accomplishments, it has been made easier for the younger generation to turn the term hacker into something negative. Thomas describes these hackers as new-school hackers and soon a new hacking culture was born. Soon, hackers of the new generation began to use their knowledge against the world. They would meet to share what they have learned and would develop new ways to attack systems (Thomas). This new generation would turn hacking into crime that so many were willing to commit. Ethical Evaluation of Hacking From what it seems, hacking can be used to do both good and bad, which may make one wonder whether or not it can be viewed as ethical. I have always assumed that hacking was a bad thing and went along with its ever common negative connotation. I feel that people hack into systems to steal information from another party; whether it be a large corporations secret files, or your next door neighbors bank account. From what Ive studied so far, hackers from the past acted on a more ethical basis than the hacker of today. They used their knowledge for the better and acted on good will to try and find new ways to improve the age of computers. In order to really dig into it, I studied the ethics of hacking using two different working ethical theories; Kantianism and the Social Contract Theory. Hacking and Kantianism Kantianism has a lot to do with good will and the desire to do the right thing. The reason for doing a certain act, in this case hacking, should cultivate the desire to what is right. There are two categorical imperatives correlated with this theory. The first states that if you act on moral rule, you must first see how it will affect the universal more laws. This means that before you commit an act, first think about what would happen if everyone were to commit this same act (Quinn). To put this into perspective, hackers basically break security barriers to obtain information which they are probably not allowed to see in the first place. If there is a rule that makes it okay for everyone to break security barriers, it would completely defeat the purpose of having a secure system set up in the first place. There would no longer be such a thing as unauthorized information. Everyone would be allowed to somehow break in to the system and read it. The company might as well just display t his information freely, for the world to see. This would not be right as the information is protected for a reason. It is for certain peoples eyes, and their eyes only and is not for anyone else to see. The second categorical imperative states that you should treat both yourself and other as ends in themselves and not as a means to an end. This basically states that it is unethical to use someone for your benefit (Quinn). When relating this to the act of hacking, it tells us that we need to respect others and their right to privacy. When a hacker breaks into a system, they are using other peoples information to their benefit. They are invading privacy to get what they want, which is personal information. The first categorical imperative seems to correspond better with the topic, but both imperatives basically state the hacking is an unethical act. It is not right to disrespect people or to treat them unfairly, and when hacking occurs, that is exactly what happens. Therefore, according to the Kantianism, hacking is deemed to be unethical Hacking and the Social Contract Theory The social contract takes place in a civilized society and is based upon two things. The first thing is that there is an establishment of moral rules to govern relations among citizens. The second thing is that there must be a government capable of enforcing such rules. The social contract theory states, Morality consists in the set of rules, governing how people are to treat one another; that rational people will agree to accept, for their mutual benefit, on the condition that others follow those rules as well. This contract suggests that no man has authority over another and that no one lives above the law. The community is supposed to determine the rules for its members, and all who is part of that community must abide by such rules. In order for this theory to work, the laws must not only be stated, but enforced as well. This will prevent anyone from trying to cheat the system (Quinn). If hacking were to ever be considered socially acceptable, it would almost defeat the purpose of having secure systems. People would have the right to invade other peoples privacy and basically steal what does not belong to them. This type of crime is not accepted in the physical world, so why should we choose to accept it in cyberspace? The answer to that is we should not. The social contract theory has much to do with respect for yourself and respect for others. It is not very respectful to be deceitful and steal information or items which do not belong to you. Therefore, according to the social contract theory, hacking is deemed to be unethical. How Does the FBI control Cyber Crime? The Federal Bureau of Investigation has a four-fold method that works to control and eliminate cyber crime. The first step in this process is to stop those behind the most serious computer invasions and the spread of malevolent code. Second, they must identify and put a stop to online sexual predators that use the internet to meet and exploit children and to produce, possess, or share child pornography. The third step is to counteract operations that target United States intellectual property, endangering our national security and competitiveness. Lastly, dismantle national and transnational organized criminal enterprises engaging in internet fraud (fbi.gov). Computer invasions are not taken lightly and it is very important that the FBI work to control such a crime. Here are some facts taken from the Federal Bureau of Investigation website on how serious these cyber crimes are taken: A Cyber Division at FBI Headquarters to address cyber crime in a coordinated and cohesive manner Specially trained cyber squads at FBI headquarters and in each of the 56 field offices, staffed with agents and analysts who protect against investigate computer intrusions, theft of intellectual property and personal information, child pornography and exploitation, and online fraud New Cyber Action Teams that travel around the world on a moments notice to assist in computer intrusion cases and that gather vital intelligence that helps us identify the cyber crimes that are most dangerous to our national security and to our economy; 93 Computer Crimes Task Forces nationwide that combine state-of-the-art technology and the resources of our federal, state, and local counterparts; A growing partnership with other federal agencies, including the Department of Defense, the Department of Homeland Security, and others-which share similar concerns and resolve in combating cyber crime. There are different levels of cyber crime, but we can never be too careful when it comes to protecting our people and our national security. There are several different ways of course in which the FBI will take action and that all depends on the type of cyber crime that is being committed. For example if it is trying to catch an online predator, a sting operation will be created and a member of the FBI will pose as a young child in hopes that someone will fall in to the trap. The FBI is full of highly trained professionals that know what they are doing and work their hardest to catch anyone who is being unlawful. How is Cyber Crime Different Than Physical Crime? Crime that takes place on in cyberspace is quite similar to physical crime. It is a person using their knowledge to break into another someone elses personal property. There are several laws against both types of crimes, and the penalties are just as harsh in the cyber crime world as they are in the physical. Also, both of them have the potential to cause a lot of harm and damage to others. The difference between the two is the way that the victims, or potential victims, feel about such cyber and physical crime. In recent surveys, it states that more people believe that their chances of being victims of cyber crime are much higher than being victims of physical crime. Many people are scared to participate in online banking or to shop online in fear of someone intercepting and hacking into their accounts. Also, it has been found that people are very cautious when it comes to documents that contain personal information on them by completely destroying them or assuring that they are safely stored (crime-research.org). According to a survey conducted by IBM, more than half of the businesses located in the United States believe that cyber crime is more costly to them than physical crime. The ways in which it costs them are through lost revenue, loss of current and prospective customers, and loss of employee productivity (allaboutroimag.org). Conclusion Cyber crime and hacking have been around for many years to date. It is something that developed as soon as the computing machine did. There have always been computer geniuses out there to use their knowledge for good, along with bad. After doing a lot of research and in my ethical evaluations, I have concluded that hacking is an unethical act. What started out as something that seemed like a good thing, quickly turned bad as soon as the personal computer became widely available. People began to use their knowledge against others and today we are faced with more cyber crime than ever. It is important for us and our government to keep it under control as it can cause a lot of damage to anyone who becomes a victim.

A Study on the Customer Satisfaction and Customer Loyalty of Furniture Purchaser in on-Line Shop

The current issue and full text archive of this journal is available at www. emeraldinsight. com/1598-2688. htm AJQ 11,2 146 A study on the customer satisfaction and customer loyalty of furniture purchaser in on-line shop Yongju Jeong and Yongsung Lee Department of Business Administration, The University of Incheon, Incheon, South Korea Abstract Purpose – The paper intends to explore the in? uencing factors on customer satisfaction and customer loyalty in the internet shopping mall through service quality based on the data obtained from furniture purchaser. Design/methodology/approach – The research model and the relevant research hypothesis were set up through the data derived from the existing researches, and then the relevant hypothesis was tested through regression analysis. Findings – As result of analysis, the in? uencing factors on customer satisfaction of furniture purchaser in the internet shopping mall were proved to be product diversity of service quality, tangibles, responsiveness, interaction, stability, and customer satisfaction was found to be a signi? cant in? encing factor on customer loyalty in the internet shopping mall. Research limitations/implications – Although this study was carried out against actual furniture purchaser in selecting the samples, it reached the limit in considering the diversity of internet shopping mall, and sorting into on-line and off-line concurrent shopping mall and internet exclusive shopping mall. Originality/value – The study reviews the service quality measure suggested in the existing literature on service quality, newly applying it to on-line services environment, and then ? ding out the in? uence of service quality in internet shopping mall on customer satisfaction, customer loyalty, and repurchase intention as well as in which dimension they are built up. Keywords Internet, Shopping, Customer satisfaction, Customer loyalty, Electronic commerce Paper type Research paper The Asian Journal on Quality Vol. 11 No. 2, 2010 pp. 146-156 q Emerald Group Publishing Limited 1598-2688 DOI 10. 1108/15982681011075952 1. Introduction Owing to rapid development of information communication, e-commerce through internet is picking up briskly throughout the world. According to the survey of Korea National Statistical Of? ce, the volume of transaction in domestic cyber shopping mall in Korea steadily grew starting from 2001 when it reached approximately 3,400,000,000,000 won, which is well over 20,000,000,000,000 won in 2009. Like this, internet market is growing in non-negligible scale, and even it is expected to grow more and more in future. Development of various information communication technology including computer has changed the consumption life of the consumers, and especially tons of changes take place in the consumers’ selection through their decision making. Such changes suggest a new environment characterized by global market, collapse of hierarchy, and economy of information era. Internet shopping mall is a business that can be operated at minimum expense with minimum labor force, which allows to ecure price competitiveness by minimizing distribution stages, and further provide better customer service than the existing off-line shopping by providing various information. These days, rapid growth of do-it-yourself furniture stimulates the tendency of purchasing furniture through internet shopping. On-line furniture sales system was attempted by a small-scale ? rm at the beginning, but large furniture suppliers soon after jumped on to the on-line market band wagon without hesitation (The Korea Economic Da ily, 2007, July 16). This study is intended to ? d out the factors of customer satisfaction and customer loyalty by exploring the characteristic of the users regarding customer satisfaction and customer loyalty of the furniture purchasers in the internet shopping mall, and then reviewing the literature on customer satisfaction and customer loyalty, conducting empirical research through statistical data obtained from questionnaire survey by establishing model and hypothesis after reviewing the literature on customer satisfaction and customer loyalty in order to discover the characteristic that appeared through the user’s purchase of furniture. . Theoretical backgrounds 2. 1 Internet shopping mall Internet shopping allows the purchaser to search and survey the information on service or product by accessing internet shopping site through internet in remote place instead of retail shop as a physical space, and then enables to select or order the goods, and ultimately pay the mone y using credit card to purchase the goods/services (Ruth, 2000). It is de? ed as the collective concept of on-line shops having the products in a variety of lines where advertisement and exhibition of the products for internet shopping is carried out through electronic shopping mall, server is equipped with data like prices, structures, characteristics of various products, webpage provides information on the product together with multi-media information (Hoffman and Novak, 1996). Internet shopping mall is characterized by connecting producer directly with ? al end-user while traditional off-line market comprises four steps from producer through ? nal consumer. In addition, it is rarely restricted by time/space, and easy to acquire information from customer. Traditional commercial transaction requires a large amount of investment to maintain ? xed assets and human resource, while e-commerce requires investment mainly for system installation only. Besides, in terms of advertisement, p romotion, etc. owing to conversion to two-way from the existing one-way, it is changed into the style of one-to-one connection with customer. . 2 Furniture industry The structure of Korea’s furniture industry is driven to domestic demand while Taiwan to export market. Therefore, the industry is very weak in its management foundation owing to extremely ? erce competition within the same industrial circle, generalized phenomenon of design being imitated and the subsequent deterioration of pro? tability, etc. In addition, because of insuf? cient timber source at home, the industry depends on import from Indonesia, etc. for 95 percent of major raw materials such as plywood for furniture production, etc. Domestic furniture industry has structural problems in both design and distribution sectors. Especially, in distribution sector, attacked by aggressive merchants who seek unlawful deals with low-price sale, general tax payers A study on customer satisfaction 147 AJQ 11,2 148 with sincerity tend to lose their competition foundation, and furthermore event companies or representatives hold their own discount sales ruthlessly, disturbing domestic distribution order, resulting in sharp drop of quality and subsequent damage to the consumers. Accordingly, it is necessary to develop our furniture business circle again in such a manner of reinforcing production foundation centered on own specialized product of each while expediting cooperative relationship with professional companies for the other non-specialized products, and thus it is needed to establish production and operation strategy under new system, and then reinforce the competitiveness in price and distribution. 2. 3 Service quality Service means an intangible activity or bene? provided by the services provider to customer, which can be tangible product and something that is added to intangible service, or in an independent form (Kotler, 1991). With regard to the nature of service, there exist some different opinions among the researchers, but service is known to have four properties; being intangible, inseparability of production and consumption, heterogeneity, and perishability (Parasuraman et al. , 1985). The concept of service quality can be represented in different way depending on aspect and approaching method. Especially, service quality has a aspect emphasized by subjective assessment recognized by each individual customer rather than that examined objectively being dif? cult to measure owing to its specialty. Generally, the de? nition of quality varies depending on the methods of approach driven to transcendental experience, product, manufacture, value, and user (Garvin, 1984). Parasuraman et al. 1985, hereinafter â€Å"PZB†) de? ned cognitive service quality, aside from objective quality, is a type of attitude â€Å"that is the comparison between consumer’s recognition of the result of service provided by the corporation and the expectation of consumer that should be provided by the corporation in their opinion†. Accordingly, cognitive service quality was observed through the degree and direction of the difference existing between consumer’s recognit ion and expectation (Woo-seong, 2006). According to PZB, although there exists the difference of relative importance that assess the service quality depending on service types, there exists basically similar assessment criteria, and therefore the service quality observation system developed by them is the decisive factor of service quality that may be generally applied to service industry. Since then, Parasuraman et al. (1988) discovered that there exist correlation among ten decisive factors of service quality that were examined from Parasuraman et al. 1985) conducted against the corporations such as machinery repair and maintenance, bank, long-distance telephone company, credit card company, and security broker. Finally, they named SERVQUAL for it by combining ? ve factors (tangibles, reliability, responsiveness, assurance, and empathy). SERVQUAL can be also measured by gap score between the score of consumer’s performance recognition and score of expectation. Five dimensions comprising SERVQUAL and the descripti on of each dimension is as shown in Table I. As a result of reviewing the precedent research on the service quality of on-line shopping mall, it was found that the study on the satisfaction with loyalty and consumer satisfaction as result of the service quality of on-line shopping mall was conducted in such a manner that the property of on-line shopping mall was re? ected in the existing service quality dimensions to develop the dimension of on-line shopping mall service quality. 2. 4 Customer satisfaction and customer loyalty 2. 4. 1 Customer satisfaction. In the study on customer’s satisfaction/dissatisfaction, there exists inconsistency concerning its concept among the researchers, and a variety of attempts are carried out in its measurement. The de? nition of customer satisfaction can be divided into two; de? nitions driven to outcome and driven to process (Lee, 1995). From the aspect driven to outcome, customer satisfaction is conceptualized as the result of consumption experience such as the recognition felt by customer that the price paid is rewarded in proper or improper manner, emotional reaction against the retail shop or purchasing behavior related with purchased speci? product or service, or emotional reaction against the behavior in wider meaning such as consumer’s behavior or the market on the whole, comprehensive mental state that occurs when the emotion due to inconsistent expectation is combined with the emotion prior to the customer’s experience of purchase. The aspect driven to process is useful i n that it generalizes the whole consumption experience, and it enables to examine an important process that reaches customer satisfaction through the measure of observing unique elements at each stage (Oliver, 1981). Internet shopping mall is a web site in virtual space in the name of internet. Chen and Wells (1999), in measuring the attitude to the web site, suggested three aspects; informativeness that shows the degree of usefulness of information provided by web site to the visitor, entertainment of web site that shows the degree on how it meets emotional necessity and desire of the visitor, and organization of web site that shows the degree on how it provides the visitor’s desired information and product/service in convenient and prompt way. 2. 4. 2 Customer loyalty. Typically, customer loyalty means the property of customer to repeatedly purchasing speci? c subject (brand, product, service, shop, etc. with affection regardless of the change in the circumstance (Jacoby and Chesnut, 1978; Oliver and Swan, 1989). There are the variables for measuring customer loyalty such as devotion into speci? c subject, repurchase intention, and intention to recommend to others, etc. (Reichheld, 1993). Especially, customer loyalty is known to arise from the result of customer sa tisfaction in general. Customer loyalty in on-line can be de? ned the tendency of customer to keep on using speci? c web site with affection (Anderson and Srinivasan, 2003). Customer with high loyalty is supposed to keep a speci? web site with him/her using bookmark function, frequently visit it, and show high site adhesion with high detention time. In addition, Dimension Tangibles Reliability Responsiveness Assurance Empathy De? nition Physical facility, equipment, outlook of employee Ability to perform the committed service in reliable and correct manner Will of assisting the customer and providing quick service to the customer Knowledge, courtesy, ability of the employees that give rise to reliability and assurance Careful concern and individual interest in the customer A study on customer satisfaction 149 Table I. Five types of SERVQUAL AJQ 11,2 they are very friendly with the site, and positively promote or recommend it to the others. The customers of high customer loyalty like this is very possible to purchase the goods from that site, and tends to consistently purchase again from that site in spite of positive marketing activity by other sites (Anderson and Srinivasan, 2003). 3. Design of research 3. 1 Research model and establishment of research hypothesis This study aims for reviewing service quality measure suggested in the existing literature on service quality, newly applying it to on-line services environment, and then ? nding out the in? ence of service quality in internet shopping mall on customer satisfaction, customer loyalty, and repurchase intention as well as in which dimension they are built up. Therefore, research model for empirical analysis was established as Figure 1 based on the result of precedent research. As research model, based on the results of previous studies; Lee and Lin (2005), Lee (2 006), Jeon (2006), etc. the dimension of on-line service quality were suggested to ? nd out its in? uences on customer satisfaction, customer loyalty, and repurchase intention: H1. Product diversity of service quality in on-line shopping mall will have positive (? in? uence. H2. Tangibles of service quality in on-line shopping mall will have positive (? ) in? uence. H3. Responsiveness of service quality in on-line shopping mall will have positive (? ) in? uence. H4. Interaction of service quality in on-line shopping mall will have positive (? ) in? uence. H5. Stable service quality in on-line shopping mall will have positive (? ) in? uence. H6. Customer satisfaction with service quality in on-line shopping mall will have positive (? ) in? uence on customer loyalty. Service quality Product driversity H1 Tangibles H2 H3 H4 Interaction H5 Customer satisfaction H6 Customer loyalty 50 Responsiveness Figure 1. Research model Stability 3. 2 Method of research In this study, the questionnai re survey was targeted against the customers aged from 20s to 50s who had experience of purchasing furniture from on-line shopping mall. To accomplish the purpose of research, questionnaire survey was carried out for approximately ten days from August 6, 2009 to August 15, 2009. Total 140 questionnaire sheets were collected out of 150 distributed to the subject. Among 140 sheets collected, 131 were adopted except nine returned deemed to be answered with insincerity. In this study, survey was targeted to the persons who purchased the products in furniture category 1 made of steel or wood available in on-line shopping mall. 4. Empirical analysis 4. 1 Reliability analysis In this study, in order to measure reliability, Cronbach’s a coef? cient – internal consistency analysis – was used. The reason of adopting Cronbach’s a coef? cient was to enhance variable reliability by sorting out the items affecting reliability and then ruling out those variables when several items were used to measure the same concept. Normally, it proves to be suf? cient when Cronbach’s a coef? cient appears at least 0. 6, and therefore reliability coef? cient on each variable was suggested in Table II to show reliability for each item. 4. 2 Validity analysis In this study, the result of exploratory factor analysis on service quality, customer satisfaction, and customer loyalty in deriving the factors that in? uences on customer satisfaction and customer loyalty of furniture purchaser in the case of on-line shopping mall as shown in Table III. As result of factor analysis, product diversity of service quality, tangibles of service quality, responsiveness of service quality, interaction of service quality, stable service quality, customer satisfaction, and customer loyalty were classi? ed to be the factors, and the variable to be excluded being less than 0. 5 in factor loading did not appear. 4. 3 Testing of hypothesis To test the hypothesis, analysis of correlation among variables and multiple regression analysis between antecedent and dependent variables were carried out. Multiple regression analysis normally aims for estimating one dependent variable from the knowledge of several variables. Accordingly, this would enable to ? nd out the In? uencing variable acting on the use of internet shopping mall Product diversity of service quality Tangibles of service quality Responsiveness of service quality Interaction of service quality Stable service quality Customer satisfaction Customer loyalty Cronbach’s a coef? cient 0. 827 0. 773 0. 829 0. 843 0. 758 0. 739 0. 917 A study on customer satisfaction 151 Table II. Result of reliability analysis AJQ 11,2 Factor Product diversity Component Variable Factor 1 Factor 2 Factor 3 Factor 4 Factor 5 Factor 6 Factor 7 sv1 sv2 sv3 st1 st2 st3 st4 sr1 sr2 sr3 sr4 sc1 sc2 sc3 sc4 ss1 ss2 ss3 cs1 cs2 cs3 cr1 cr2 cr3 0. 840 0. 770 0. 791 0. 129 0. 087 0. 028 0. 419 0. 145 0. 161 0. 113 0. 071 0. 264 2 0. 011 0. 189 0. 104 0. 329 0. 170 0. 187 0. 466 0. 363 0. 269 0. 180 0. 180 2 0. 027 0. 066 0. 238 0. 123 0. 820 0. 851 0. 772 0. 667 0. 231 0. 160 0. 104 0. 048 0. 175 0. 166 0. 162 0. 304 0. 019 0. 139 0. 069 0. 111 0. 109 0. 141 0. 019 20. 006 0. 006 0. 138 0. 146 0. 114 0. 113 0. 135 0. 195 0. 045 0. 707 0. 712 0. 801 0. 810 0. 075 0. 157 20. 040 0. 321 0. 299 0. 83 0. 134 20. 001 0. 141 0. 221 0. 213 0. 203 20. 024 0. 103 20. 056 0. 181 0. 052 0. 192 0. 112 0. 153 0. 263 0. 359 0. 086 0. 041 0. 682 0. 780 0. 807 0. 649 0. 315 0. 172 0. 125 0. 197 0. 089 0. 042 0. 035 0. 065 20. 023 0. 011 0. 129 0. 219 0. 225 0. 133 0. 205 0. 026 2 0. 095 2 0. 105 0. 221 0. 198 0. 167 0. 111 0. 168 0. 255 0. 573 0. 838 0. 854 2 0. 042 2 0. 219 2 0. 106 2 0. 154 2 0. 138 2 0. 263 0. 003 0. 172 0. 202 0. 227 0. 134 0. 190 0. 041 20. 059 20. 072 0. 208 0. 172 0. 221 0. 199 0. 261 0. 303 0. 279 0. 169 0. 099 0. 634 0. 751 0. 844 0. 091 0. 120 0. 004 0. 065 0. 109 0. 090 20. 097 0. 068 20. 015 0. 163 0. 05 0. 102 20. 079 20. 288 0. 254 0. 269 0. 233 0. 253 0. 233 20. 031 20. 014 20. 050 20. 024 20. 091 0. 808 0. 834 0. 545 152 Tangibles Responsiveness Interaction Stability Customer satisfaction Customer loyalty Table III. Result of factor analysis Notes: Extraction method: principal component analysis; rotation method: varimax with Kaiser normalization; rotation converged in six iterations strategy of enhancing customer satisfaction and customer loyalty by grasping which factors in? uence on customer satisfaction and customer loyalty of furniture purchaser in on-line shopping mall, and to which degree it has in? uence if so. In carrying out regression analysis, it may produce wrong interpretation if independent variables are not mutually independent or regression coef? cients are estimated incorrectly. In other words, there could exist the problem of multi-collinearity. In order to conduct the test for equal variance and normality that are the premise of multiple regression analysis, testing of multi-collinearity was carried out. Pearson’s correlation was used in the analysis of correlation, which shows there exist no problem of multi-collinearity (Table IV). 4. 3. 1 Testing of hypothesis between customer satisfaction and antecedent variable. As the antecedent factor of customer satisfaction, diversity of service quality, tangibles of service quality, responsiveness of service quality, interaction of service quality, and stable service quality were set up, and then multiple regression analysis was conducted to test the in? uence on customer satisfaction (Table V). Table VI is the result of analysis on the signi? cance for individual variables. Each b coef? cient appeared 0. 361 for diversity of service quality, 0. 526 for tangibles of service quality, 0. 364 for responsiveness of service quality, 0. 486 for interaction of service quality, and 0. 32 for stable service quality. Standardized regression coef? cient (b) that represents Constructive concept Diversity Tangibles Responsiveness Interaction Stability Customer satisfaction Customer loyalty Customer Customer Diversity Tangibles Responsiveness Interaction Stability satisfaction loyally 1 0. 201 * * 0. 125 * 0. 256 * * 0. 534 * * 0. 361 * * 0. 431 * * 1 0. 075 0. 601 * * 0. 512 * * 0. 526 * * 0. 367 * * A study on customer satisfaction 153 1 0. 219 * * 0. 438 * * 0. 364 * * 0. 547 * * 1 0. 608 * * 0. 486 * * 0. 249 * * 1 0. 332 * * 0. 341 * * 1 0. 236 * * 1 Notes: Correlation coef? cient is signi? cance at *0. 05 and * *0. 1 levels, respectiviely, at both sides; n ? 131 Table IV. Correlation matrix of constructive concepts R2 0. 487 Adjusted R 2 0. 476 F-value 50. 647 F-signi? cance 0. 000 Durbin-Watson 2. 016 Table V. ANOVA Independent variable (Constant) Diversity Tangibles Responsiveness Interaction Stability Unstandardized coef? cients b SE 2 0. 005 0. 361 0. 526 0. 364 0. 486 0. 332 0. 041 0. 061 0. 098 0. 057 0. 060 0. 054 Standardized coef? cients b 0. 360 0. 518 0. 375 0. 497 0. 356 T 20. 073 8. 053 12. 438 8. 215 10. 573 7. 663 Signi? cance probability 0. 292 0. 000 0. 000 0. 000 0. 000 0. 000 Note: Dependent variable: customer satisfaction Table VI. Multiple regression analysis between customer satisfaction and antecedent variable importance of regression coef? cient appeared 0. 360 for diversity of service quality, 0. 518 for tangibles of service quality, 0. 375 for responsiveness of service quality, 0. 497 for interaction of service quality, and 0. 356 for stable service quality. In the result of analysis, absolute value of beta coef? cient for tangibles of service quality appeared large and therefore, it is deemed to be the variable of best explanation of all. F-value of regression model was 50. 647 (? 0. 000) proved to be of signi? cance, and Durbin-Watson value was 2. 16 (close to 2) deemed to satisfy the assumption of independence. As result of testing, the coef? cient of determination (R 2) – one of the measures that show the adequacy of regression estimated from sample data to the observed value appeared 0. 476. Therefore, 47. 6 percent of variation on customer satisfaction that was the dependent variabl e as result of regression analysis was well explained by antecedent variables. AJQ 11,2 154 Thus, ? ve factors such as diversity of service quality, tangibles of service quality, responsiveness of service quality, interaction of service quality, and stable service quality were found to directly in? ence on customer satisfaction at a signi? cant level. 4. 3. 2 Testing of hypothesis between customer loyalty and customer satisfaction. F-value of regression model was 38. 763 (? 0. 000) proved to be signi? cant, and Durbin-Watson value was 1. 912 (close to 2). Therefore, it is deemed to satisfy the assumption of independence (Table VII). The coef? cient of determination ( ) was 0. 212, and therefore 21. 2 percent of variation on customer satisfaction that was a dependent variable as a result of regression analysis. That is, customer loyalty is explained by customer satisfaction, and it was found to directly in? ence on customer loyalty at a signi? cant level (Table VIII). 5. Conclusion T his study aimed for analyzing the in? uence on customer loyalty exerted by product diversity, tangibles, responsiveness, interaction, stability, and customer satisfaction that are suggested as service quality factor felt by furniture purchaser in internet shopping mall. The result is as follows. First, as result of exploring the factors in internet shopping mall service quality which in? uence customer satisfaction, it was proved product diversity, tangibles, responsiveness, interaction, and stability have positive in? ence on internet shopping mall customer satisfaction. As on-line shopping mall market reaches maturity, it is thought time-saving is the main reason for the customer to prefer internet shopping, and the shopping malls focus on their service on such needs. Second, as for the relationship between customer satisfaction and customer loyalty concerning internet shopping mall service quality, more satisfaction with internet shopping mall appeared to have more positive in? u ence on customer loyalty. In result, it seems that the consumer satis? ed with internet shopping mall can keep consistent relation with internet shopping mall in future. As aforementioned, the result of this study shows that excellent service quality of internet shopping mall operator becomes the factors that can improve the competitiveness of shopping mall, and furthermore the internet shopping mall could R Table VII. ANOVA 0. 216 Adjusted 0. 212 F-value 38. 763 F-signi? cance 0. 000 Durbin-Watson 1. 912 Independent variable Table VIII. Multiple regression analysis on customer loyalty (Constant) Customer loyalty Unstandardized coef? cients b SE 2 0. 002 0. 236 0. 052 0. 051 Standardized coef? cients b 0. 238 T 20. 036 5. 603 Signi? ance probability 0. 962 0. 000 Note: Dependent variable: customer loyalty raise customer loyalty if they would improve service quality consistently to get satisfaction from the customers. Although this study was carried out against actual furniture purchaser in selecting the samples, it reached the limit in considering the diversity of internet shopping mall, and sorting into on-line and off-line concurrent shopping mall and internet exclusive shopping mall. Thus, a further study needs to be done to ? nd the aforementioned area. References Anderson, R. E. and Srinivasan, S. S. (2003), â€Å"E-satisfaction and e-loyalty: a contingency framework†, Psychology & Marketing, Vol. 20. Chen, Q. and Wells, W. D. (1999), â€Å"Attitude toward the site†, Journal of Advertising Research, September-October. Garvin, D. A. (1984), â€Å"What does product quality really mean? †, SLoan Management Review, Vol. 26, Fall. Hoffman, D. L. and Novak, T. P. (1996), â€Å"Marketing in hypermedia computer-mediated environments: conceptual foundations†, Journal of Marketing, Vol. 60. Jacoby, J. and Chesnut, R. W. (1978), Brand Loyalty Measurement Management, Wiley, New York, NY. Jeon, H. -B. 2006), â€Å"Research about quality of service of cybermall†, Industry Management Research, Vol. 29. (The) Korea Economic Daily (2007), The Korea Economic Daily, July 16. Kotler, P. (1991), Marketing Management, 5th ed. , Prentice-Hall, Upper Saddle River, NJ. Lee, G. -G. and Lin, H. -F. (2005), â€Å"Customer perceptions of e-service quality in online shop ping†, International Journal of Retail & Distribution Management, Vol. 33. Lee, J. -S. (2006), â€Å"Effect research that quality of service factor importance by service type gets in customer satisfaction†, Is Service Management Learned Society, Vol. No. 1. Lee, Y. -J. (1995), â€Å"Research on justice and measurement of customer satisfaction†, Management Symposium, Vol. 29. Oliver, R. L. (1981), â€Å"Measurement and evaluation of satisfaction processes in retail settings†, Journal of Retailing, Vol. 57. Oliver, R. L. and Swan, J. E. (1989), â€Å"Customer perception of interpersonal equity and satisfaction in transactions: a ? eld survey approach†, Journal of Marketing, Vol. 53, April. Parasuraman, A. , Zeithaml, V. A. and Berry, L. L. (1985), â€Å"A conceptual model of service quality and its implications for future research†, Journal of Marketing, Vol. 9, pp. 41-50. Parasuraman, A. , Zeithaml, V. A. and Berry, L. L. (1988), â€Å"SERVQU AL: a multiple-item scale for measuring consumer perceptions of service quality†, Journal of Retailing, Vol. 64. Reichheld, F. F. (1993), â€Å"Loyalty-based management†, Harvard Business Review, Vol. 71. Ruth, C. (2000), â€Å"Applying a modi? ed technology acceptance model to determine factors affecting behavior intention to adopt electronic shopping on the world wide web: a structural equation modeling approach†, doctoral thesis, Drexel University, Philadelphia, PA. Woo-seong, L. 2006), â€Å"The effects of service quality on customer loyalty in online shopping mall†, Master’s thesis, Sejong University, Seoul. A study on customer satisfaction 155 AJQ 11,2 Further reading Gefen, D. and Straub, D. W. (2000), â€Å"The relative importance of perceived ease of use in IS adoption: a study of e-commerce adoption†, Journal of the Association for Information Systems, Vol. 1. About the authors Yongju Jeong is graduated from Korea National Open Univ ersity. He is also graduated in MA from University of Incheon and doing PhD in University of Incheon. Yongju Jeong is the corresponding author and can be contacted at: [email  protected] net Yongsung Lee is graduated from the Department of Administration, University of Incheon. He is also graduated in Information and Communication Engineering, University of Incheon. He received his Master of Business Administration from University of Incheon Admission. 156 To purchase reprints of this article please e-mail: [email  protected] com Or visit our web site for further details: www. emeraldinsight. com/reprints

Analysis Of The Poem The Wanderer - 1376 Words

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Modernism And Modernism Postmodernism And Postmodernism

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