Mr. Bittering Changes free essay sample

He is turning into a Martian mentally. Harry starts out uneasy being on Mars, resists the changes happening to him, mentally, and physically, but in the end he must accept. What he shall become. As soon as the Earthmen arrive, the viral infection, which will transform them into Martians, takes hold of their human form as they breathe the air. Harry is immediately uneasy when he steps foot on the red planet. â€Å"Lets get back on the rocket †¦ he felt submerged in a chemical that could dissolve his intellect and burn away his past†(235). This proves that he is uneasy about getting on Mars, and wants to go back to Earth. Harry is starting to rethink his decisions about Mars. This shows that he is aware of a change on Mars. He notices things changing and there is something different in the air. Now that Harry and all the humans are infected, he will try to be resistance to the change of becoming a Martian. We will write a custom essay sample on Mr. Bittering Changes or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Harry Bittering senses the changes and tries to resist the metamorphosis that is occurring all around him. To show his seriousness about his decision, Mr. Bittering says, â€Å"I’ll eat only food from our Deep freeze†(244). Determined and Intent, Harry tries to stop the change by noting eating anything grown on Mars. Mr. Bittering is trying to do everything he can to try and resist the change, and not become a Martian. Unable to stop the change, Harry will finally accept the change to becoming a Martian. Finally, Mr. Bittering and all the humans have succumbed to the virus and will live out their days as Martians. He is unable to do anything about the change, â€Å"Mr. Bittering stood, very dark now, very golden-eyed, upon the slope above his villa, looking at the valley†(253). This is important because the change is final. Mr. Bittering accepted the change at last. He is now a Martian. Harry is now going to be a Martian forever. The change is complete, and he is not crazy about Earth anymore, and not trying to still build a rocket. Accepting of the change, Mr. Bittering is now not human, only a Martian. Changing throughout the story, Mr. Bittering progressively transforms from human to a Martian. Through the tale, Ray Bradbury hoped to portray how new things caused people to change. Expressed in the story is a clear display of how change is an inevitable part of everyone’s life and that sometimes change is for the better. If Harry did not adapt, he would of gone crazy or possibly even died. Much like Scrooge in A Christmas Carol, it was absolutely necessary for Scrooge and Mr. Bittering to change. Only through acceptance can one ride the winds of change, and most of the time, it is for the better.

The Most Dangerous Game By Richard Connell Essays - Free Essays

The Most Dangerous Game By Richard Connell Essays - Free Essays The Most Dangerous Game By Richard Connell The short story The Most Dangerous Game by Richard Connell is about the hunter and the hunted but later in the story it becomes ironic because it turns into a game were the hunter becomes the hunted. It turns into a chase of competition and of survival. Two sailors Rainsford and his partner Whitney sailed in to the darkness of the of sea. Their purpose was to hunt, they called it the greatest sport. They were hunters and headed to the Amazon to hunt vicious animals such as Jaguars, and tigers. They sailed to an island called Ship-Trap Island. Sailors feared this island and had curious dread of such a scarry place. The sky was filled with darkness when suddently he heard Three gun shots that were fired, and heard them again and again. Then he heard a scream while smoking a pipe when suddently the pipe fell and as he tried to reach for it he whent down into the sea were the waves swallowed his screams. Nobody could have heard him as the ocean swallowed his screams and the only chance of survival was to swim. Rainsford swam towards the screams and ended up in the Island. He walked on the shoreline and later found a place that looked like a mansion. There he met General Zaroff who bought the island to hunt. He was indeed a sporstman who invented a new sensation of the hunting game. His game was to train those men who's ships were wrecked and ended up in that island, and then provide them with food and a knife for three days. Once they were trained they were led out into the island as a head start while Zaroff chase after them and tried to hunt them down. If They survived during those three days they had won the game and they were let free but in the other case if they were found they were killed. Zaroff never lost the game so if one of the men being hunted was about to survive he would release the hounds to chased after them. Rainsford rested and the next morning had a dispute with Zaroff and told him that this hunting style was to brutal. In this argument Zaroff got mad and at this point in the story Raisford became the hunted. He was let loose into the island were he was to prepare himself for the most dangerous game of his life, the survival of the fittest. The first night was panicking and worried Rainsford as he hidded on top of a tree. The next day he set up a trap but Zaroff did'nt fall for it and he almost got caught when Zaroff was right next to the bushes were Rainsford was hiding. the last day he set up a pitfall and while Zarroff and his servant were serching, his servant unfortunately fell into the pit. Rainsford got out of the Island trying to escape by swimming out into the ocean and swam back to the mansion and when Zaroff returned Rainsford switched the game around and proposed him to become the hunted. I like this short story because Rainsford was wise in making traps wich allowed Zaroff to take more time trying to find him and did them successfully wich helped him survive those three days. I also liked how the story ended it was kind of ironic the way Rainsfored changed the game around and became the hunter and Zaroff became the hunted. I thought it was a good idea because this way Zaroff would realise that his game of hunting people was wrong and this would teach him a lesson.

Getting Ready for the Geography Bee

Getting Ready for the Geography Bee The Geography Bee, more properly known as the National Geographic Bee, begins at the local level and winners work their way to the final competition in Washington D.C. The Geography Bee begins in schools with students from fourth through eighth grade across the United States in December and January. Each school Geography Bee champion takes a written test upon winning the Bee in their school. One hundred school winners from each state proceed to the State Level Finals in April, based on their scores on a written test scored by the National Geographic Society. The Geography Bee winner in each state and territory proceeds to the National Geographic Bee in Washington D.C. for a two-day competition in May. On the first day, the 55 state and territory (District of Columbia, the Virgin Islands, Puerto Rico, the Pacific Territories, and the overseas U.S. Department of Defense schools) winners are narrowed to a field of ten finalists. The ten finalists compete on day two and the winner is announced and wins a college scholarship. Prepping Yourself for the Bee What follows are my tips and techniques to help you prepare for the National Geographic Bee (formerly called the National Geography Bee but since the National Geographic Society is the organizer, they decided to change the name). Start with a world map, globe, and atlas and become very familiar with the continents, countries, states and provinces, islands, and major physical features of our planet.Use Outline Maps of the world and continents to test yourself on this information. Knowing the relative location of countries, islands, major water bodies, and major physical features is very important for the Bee. Be sure to also have a good understanding of where the major lines of latitude and longitude lie.Take as many practice quizzes as possible. My site offers an archive of hundreds of multiple-choice Geography Quizzes that will definitely help. National Geographic offers a daily GeoBee Quiz online. There are additional online quizzes in my Test Your Knowledge collection of resources. Be sure to use an atlas to look up or understand the questions that youve missed.Prepare flash cards or use some other technique to memorize the capitals of the countries of the world and the capitals of the fifty United States. Memorize these Basic Earth Facts, the Highest, Lowest, and Deepest points around the world, and study other geographic superlatives. Read the newspaper, news magazines, and subscribe to my free Geography Newsletter and Geography 101 Email Course to learn about geography and to stay up-to-date with major news events happening around the world. Some Bee questions come from the geography of current events and these events are usually those that occur in the latter portion of the year before the Bee. Look up any unfamiliar place names you encounter in an atlas.Knowing principal languages, currencies, religions, and former country names is definitely a bonus. Its most important at state and national levels. This information is best obtained from the CIA World Factbook.Become familiar with the terms and concepts of Physical Geography. If you can review the glossary and key concepts of physical geography from a college-level physical geography textbook, do so!​ In the 1999 state finals, there was a difficult round devoted to exotic species but each questions answer was the choice between two places so having a good geographical knowledge would have been the easiest way to win the round. My book, The Geography Bee Complete Preparation Handbook: 1,001 Questions Answers to Help You Win Again and Again!, is a helpful resource for those preparing for the Bee at the school, state, or national levels. Good luck!

Project Management Analysis Research Paper Example | Topics and Well Written Essays - 7250 words

Project Management Analysis - Research Paper Example s such as Sony, EMI, Warner Music Group and universal lead to the foundation of the company which can provide original sound tracks with ease of access named as SPOTIFY (Catherine, 2012, p. 82). The SPOTIFY is a service that provides commercial music streaming with a class of copy protection technologies. The copy protection technology protects the content from the reproduction. SPOTIFY include the content from the record labels (Billboard, 2009, p. 24). The service facilitates the users from browsing or searching the music by categories such as artist, genre, record label or play list. SPOTIFY was developed by SPOTIFY AB in Stockholm Sweden, The founder of the company was Daniel Ek, who was a Swedish entrepreneur and a renowned technologist who came up with an idea of launching the services that can provide to its users ease of access to the world of music at high quality. The company was launched in 2006. The promotion of no piracy with original music was the main idea behind the p roject. SPOTIFY launched its application on 7th cot 2008. In order to manage the growth of the service, free account remained available. However, the paid subscription also began after the launch of the application (Billboard, 2009, p. 25). In November 2011, Spotify launched the mobile app named as SPOTIFY App. The app made it possible to for the developers such as third party developers to contribute towards a core technology of the internet, which can be used for structuring and presenting content for the World Wide Web. The core technology could be hosted within the desktop player of SPOTIFY (Anderson & Schwarz, 2013, p. 150). The mobile application could provide number of features such as synchronization of the lyrics, critical reviews regarding music and extremely long playlist (Kijima, 2014, p. 61). The formation of the SPOTIFY APP had one main objective: To create an internet based company that can provide easy access to millions of songs with customized demands while

Business Management Essay Example | Topics and Well Written Essays - 250 words

Business Management - Essay Example I believe the demand for Business Management graduates is growing since future business leaders are expected to ensure their organizations adhere to highest ethical principles in their operations in order to ensure good corporate reputation. In addition, business managers should be able to understand the effects economic and technological changes in their businesses and plan effectively in order to meet the changing customer demands.  I have good communication skills and interpersonal skills that will be essential during my study such as writing assignments or forming study groups with my colleagues. I am self-motivated and confident and thus I will take personal responsibility in ensuring that I successfully complete the degree program.  A Business Management degree will immensely assist me understand the business practices and the obligations of businesses to the society. The course will enable me understand numerous business management aspects such as the business environment assessment, planning, budgeting, employee relations and management of conflicting interests. In addition, the business skills such as decision-making, communication, presentation and numeracy are in high demand and this will accord me better employment opportunities and better pay.  I believe a degree in Business Management will prepare me enough to face challenges in the real world and assist my future employers in ensuring ethical business practices. The program will enable me understand the modern business environment and assist my future employer in running a business that is financially viable.

Australian nation Speech Essay Example for Free

Australian nation Speech Essay Ladies and gentlemen I am very pleased to be here today at the launch of Australias celebration of the 1993 International Year of the Worlds Indigenous People. It will be a year of great significance for Australia. It comes at a time when we have committed ourselves to succeeding in the test which so far we have always failed. Because, in truth, we cannot confidently say that we have succeeded as we would like to have succeeded if we have not managed to extend opportunity and care, dignity and hope to the indigenous people of Australia the Aboriginal and Torres Strait Island people. This is a fundamental test of our social goals and our national will: our ability to say to ourselves and the rest of the world that Australia is a first rate social democracy, that we are what we should be truly the land of the fair go and the better chance. There is no more basic test of how seriously we mean these things. It is a test of our self-knowledge. Of how well we know the land we live in. How well we know our history. How well we recognise the fact that, complex as our contemporary identity is, it cannot be separated from Aboriginal Australia. How well we know what Aboriginal Australians know about Australia. Redfern is a good place to contemplate these things. Just a mile or two from the place where the first European settlers landed, in too many ways it tells us that their failure to bring much more than devastation and demoralisation to Aboriginal Australia continues to be our failure. More I think than most Australians recognise, the plight of Aboriginal Australians affects us all. In Redfern it might be tempting to think that the reality Aboriginal Australians face is somehow contained here, and that the rest of us are  insulated from it. But of course, while all the dilemmas may exist here, they are far from contained. We know the same dilemmas and more are faced all over Australia. That is perhaps the point of this Year of the Worlds Indigenous People: to bring the dispossessed out of the shadows, to recognise that they are part of us, and that we cannot give indigenous Australians up without giving up many of our own most deeply held values, much of our own identity and our own humanity. Nowhere in the world, I would venture, is the message more stark than it is in Australia. We simply cannot sweep injustice aside. Even if our own conscience allowed us to, I am sure, that in due course, the world and the people of our region would not. There should be no mistake about this our success in resolving these issues will have a significant bearing on our standing in the world. However intractable the problems seem, we cannot resign ourselves to failure any more than we can hide behind the contemporary version of Social Darwinism which says that to reach back for the poor and dispossessed is to risk being dragged down. That seems to me not only morally indefensible, but bad history. We non-Aboriginal Australians should perhaps remind ourselves that Australia once reached out for us. Didnt Australia provide opportunity and care for the dispossessed Irish? The poor of Britain? The refugees from war and famine and persecution in the countries of Europe and Asia? Isnt it reasonable to say that if we can build a prosperous and remarkably harmonious multicultural society in Australia, surely we can find just solutions to the problems which beset the first Australians the people to whom the most injustice has been done. And, as I say, the starting point might be to recognise that the problem starts with us non-Aboriginal Australians. It begins, I think, with that act of recognition. Recognition that it was we who did the dispossessing. We took the traditional lands and smashed the traditional way of life. We brought the diseases. The alcohol. We committed the murders. We took the children from their mothers. We practised discrimination and exclusion. It was our ignorance and our prejudice. And our failure to imagine these things being done to us. With some noble exceptions, we failed to make the most basic human response and enter into their hearts and minds. We failed to ask how would I feel if this were done to me? As a consequence, we failed to see that what we were doing degraded all of us. If we needed a reminder of this, we received it this year. The Report of the Royal Commission into Aboriginal Deaths in Custody showed with devastating clarity that the past lives on in inequality, racism and injustice. In the prejudice and ignorance of non-Aboriginal Australians, and in the demoralisation and desperation, the fractured identity, of so many Aborigines and Torres Strait Islanders. For all this, I do not believe that the Report should fill us with guilt. Down the years, there has been no shortage of guilt, but it has not produced the responses we need. Guilt is not a very constructive emotion. I think what we need to do is open our hearts a bit. All of us. Perhaps when we recognise what we have in common we will see the things which must be done the practical things. There is something of this in the creation of the Council for Aboriginal Reconciliation. The Councils mission is to forge a new partnership built on justice and equity and an appreciation of the heritage of Australias indigenous people. In the abstract those terms are meaningless. We have to give meaning to justice and equity and, as I have said several times this year, we will only give them meaning when we commit ourselves to achieving concrete results. If we improve the living conditions in one town, they will improve in another. And another. If we raise the standard of health by twenty per cent one year, it will be raised more the next. If we open one door others will follow. When we see improvement, when we see more dignity, more confidence, more happiness we will know we are going to win. We need these practical building blocks of change. The Mabo Judgement should be seen as one of these. By doing away with the bizarre conceit that this continent had no owners prior to the settlement of Europeans, Mabo establishes a fundamental truth and lays the basis for justice. It will be much easier to work from that basis than has ever been the case in the past. For that reason alone we should ignore the isolated outbreaks of hysteria and hostility of the past few months. Mabo is an historic decision we can make it an historic turning point, the basis of a new relationship between indigenous and non-Aboriginal Australians. The message should be that there is nothing to fear or to lose in the recognition of historical truth, or the extension of social justice, or the deepening of Australian social democracy to include indigenous Australians. There is everything to gain. Even the unhappy past speaks for this. Where Aboriginal Australians have been included in the life of Australia they have made remarkable contributions. Economic contributions, particularly in the pastoral and agricultural industry. They are there in the frontier and exploration history of Australia. They are there in the wars. In sport to an extraordinary degree. In literature and art and music. In all these things they have shaped our knowledge of this continent and of  ourselves. They have shaped our identity. They are there in the Australian legend. We should never forget they have helped build this nation. And if we have a sense of justice, as well as common sense, we will forge a new partnership. As I said, it might help us if we non-Aboriginal Australians imagined ourselves dispossessed of land we had lived on for fifty thousand years and then imagined ourselves told that it had never been ours. Imagine if ours was the oldest culture in the world and we were told that it was worthless. Imagine if we had resisted this settlement, suffered and died in the defence of our land, and then were told in history books that we had given up without a fight. Imagine if non-Aboriginal Australians had served their country in peace and war and were then ignored in history books. Imagine if our feats on sporting fields had inspired admiration and patriotism and yet did nothing to diminish prejudice. Imagine if our spiritual life was denied and ridiculed. Imagine if we had suffered the injustice and then were blamed for it. It seems to me that if we can imagine the injustice we can imagine its opposite. And we can have justice. I say that for two reasons: I say it because I believe that the great things about Australian social democracy reflect a fundamental belief in justice. And I say it because in so many other areas we have proved our capacity over the years to go on extending the realms of participation, opportunity and care. Just as Australians living in the relatively narrow and insular Australia of the 1960s imagined a culturally diverse, worldly and open Australia, and in a generation turned the idea into reality, so we can turn the goals of reconciliation into reality. There are very good signs that the process has begun. The creation of the Reconciliation Council is evidence itself. The establishment of the ATSIC the Aboriginal and Torres Strait Islander Commission is also evidence. The Council is the product of imagination and good will. ATSIC emerges from the vision of indigenous self-determination and selfmanagement. The vision has already become the reality of almost 800 elected Aboriginal Regional Councillors and Commissioners determining priorities and developing their own programs. All over Australia, Aboriginal and Torres Strait Islander communities are taking charge of their own lives. And assistance with the problems which chronically beset them is at last being made available in ways developed by the communities themselves. If these things offer hope, so does the fact that this generation of Australians is better informed about Aboriginal culture and achievement, and about the injustice that has been done, than any generation before. We are beginning to more generally appreciate the depth and the diversity of Aboriginal and Torres Strait Islander cultures. From their music and art and dance we are beginning to recognise how much richer our national life and identity will be for the participation of Aboriginals and Torres Strait Islanders. We are beginning to learn what the indigenous people have known for many thousands of years how to live with our physical environment. Ever so gradually we are learning how to see Australia through Aboriginal eyes, beginning to recognise the wisdom contained in their epic story. I think we are beginning to see how much we owe the indigenous Australians and how much we have lost by living so apart. I said we non-indigenous Australians should try to imagine the Aboriginal view. It cant be too hard. Someone imagined this event today, and it is now a marvellous reality and a great reason for hope. There is one thing today we cannot imagine. We cannot imagine that the descendants of people whose genius and resilience maintained a culture here through fifty thousand years or more, through  cataclysmic changes to the climate and environment, and who then survived two centuries of disposession and abuse, will be denied their place in the modern Australian nation. We cannot imagine that. We cannot imagine that we will fail. And with the spirit that is here today I am confident that we wont. I am confident that we will succeed in this decade. Thank you

Elderly Abuse Essay -- essays research papers fc

Before doing research on this topic, I would have said that the United States treats the elderly with passion and love, but I now know that I was wrong. The elderly people have been treated just as badly, if not worse then, in Japan. How could this be? The elderly are so innocent, loving, and have nothing but care for most people. How could anyone harm such a loving soul? These questions are more than likely going through many minds as I am writing this paper. In the United States most of the abuse has came from nursing homes, but in Japan more than likely the abuse is coming from the offspring of the elderly. Even though both governments’ officials are trying to pass new laws to protect the elderly, the abuse continues. There are groups that are forming up to help support the elderly in the United States. The people of Japan are not doing as much as they should because the abuse happens behind closed doors and the family member will more than likely just deny it. Crimes that are committed against the elderly can be divided into two different categories. â€Å"The first crime includes conventional crimes such as robbery, theft, fraud, rape, and homicide. The second type of crime is more about the neglect and abuse† (James). These crimes happen more often with older people than they do with younger people because the elderly a lot of times have some type of disease that will prevent them from doing a lot of things and they are sometimes motionless. Therefore they cannot do anything about the robberies or the abuse. It would take a person with a very cold heart to be able to inflict so much pain on an innocent person. Why can’t the world just show love and happiness to its older generation? The difference between the United States and Japan is that the children of the elderly are abusing them in Japan and in the United States nursing homes are abusing our elderly. â€Å"Of nursing home staff in 1989 40% admitted to committing at least one psychologically abusive act toward a resident and 10% admitted to physically abusing a resident in the preceding year† (Fischer). These people working in nursing homes are supposed to be taking care of our loved ones, but instead of taking care of our family members they are hurting them. According to Christie Fischer, a student studying elderly abuse at the University of South Dakota, the United States... ...busing you or even stealing from you? More than likely you wouldn’t want to be treated this way, so the people of Japan and the United States need to stand up for our elderly because they are the ones that brought us to this lovely place and whenever we all get old we will not want to be treated like we are treating them now. Works Cited Ajima, Shinya. "Efforts Under Way to Stem Abuse of Elderly." INTERVENTION FACES OBSTACLES. 06 January 2005. 25 January 2005 Fischer, Christie. "ELDERLY ABUSE IN NURSING HOMES." 26 January 2005. Green, Shane. â€Å"Hidden Abuse of Elderly Emerging Problem for Japan.† 26 January 2005. 21 June 2003. James, Marianne Pinkerton. "The Elderly as Victims of Crime, Abuse, and Neglect." 1 February 2005. â€Å"Roundup: Japan seeks efforts to stem abuse of elderly (part one).† Xinhua News Agency. 10 January 2005. Infotrac Online Database. Volpe Library, Tennessee Tech University, Cookeville, Tn. 2 February 2005. â€Å"Roundup: Japan Seeks Efforts to Stem Abuse of Elderly (part two).† Xinhua News Agency. 10 January 2005. Infotrac Online Database. Volpe Library, Tennessee Tech University, Cookeville, Tn. 2 February 2005.

Case Study on Launch of Water Park Essay

The International Association of Amusement Parks and Attractions (IAAPA) announced Asian Attractions Expo (AAE) 2014 will take place at the China National Convention Center (CNCC) in Beijing 17-20 June 2014. Since 1997, Asian Attractions Expo has been the premier international trade show and conference for the multibillion-dollar leisure and attractions industry in Asia. â€Å"IAAPA is looking forward to bringing Asian Attractions Expo to China,† IAAPA Vice President, Asia Pacific Operations Andrew Lee said. â€Å"The attractions industry within China is growing at a rapid pace with several attractions recently completed and a number of other major amusement parks in development, making its capital city, Beijing, a logical choice to host AAE 2014. † â€Å"Beijing’s experience as host to the 2008 Olympic Games, its area tourist attractions, and its history and diverse culture make it a perfect backdrop for Asian Attractions Expo, the attractions industry’s fastest growing trade show and conference in the region,† said IAAPA President and CEO Paul Noland. Owners, operators, manufacturers, and suppliers will conduct business, learn, and network More than 5,000 attractions industry professionals from more than 60 nations are expected to participate in the event. The trade show floor will showcase products from more than 250 companies from around the world in more than 100 categories, including amusement and theme park rides; architectural and design services; and coin-operated games, skill games, and redemption prizes. The trade show floor is the place for CEOs, directors, general managers and senior managers of amusement and theme parks, water parks, zoos, aquariums, museums, family entertainment centers, casinos and resorts to experience what’s new in the attractions industry and purchase attractions and services to enhance the guest experience and increase revenue at their facilities. The event will include education sessions related to safety, operations, and management presented by worldwide industry leaders in each discipline. Session discussions will center on industry trends and best practices, and throughout the week participants will network with colleagues to strengthen longtime business relationships and establish new partnerships. WWA offers webinar on Affordable Care Act BY AMUSEMENT TODAY | FEBRUARY 25, 2013 The World Waterpark Association will broadcast a live webinar on March 6, 2013, at 2 p. m. ET with a session on the Patient Protection and Affordable Care Act, brought to you by the WWA’s Government Relations Committee and the WWA Insurance Program and its partner agency, Haas & Wilkerson Insurance. The Affordable Care Act: What It Means For Waterpark Operators Healthcare expert Dennis Maggart will deliver a presentation on the Patient Protection and Affordable Care Act (PPACA) that was signed into law in 2010. Many of the major changes are scheduled to be enacted on January 1 of 2014. Maggart will speak to World Waterpark Association members on how these new laws may affect your company. The seasonal nature of the waterpark business and the amount of part-time and temporary labor the industry hires makes compliance with many of these new requirements very challenging. This webinar will be very useful in helping you with your compliance and in developing a strategy to deal with these new rules and regulations. Dennis Maggert is President of McInnes Maggart Consulting Group, located in Fairway, Kan. , McInnes Maggart Consulting Group is a strategic partner of Haas & Wilkerson Insurance. There is no cost to attend this webinar. However, space is limited for the live event and turnout is expected to be strong, so register today and sign-in at least 5 minutes before the event begins. To register visit the webinar registraton web page.

My Project Work,

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

The Faber Book of Beasts Essays

The Faber Book of Beasts Essays The Faber Book of Beasts Essay The Faber Book of Beasts Essay Essay Topic: Poetry Analysing poetry is not an easy task; poetry is a complex and complicated subject. To begging with, we have to consider that these two writers worked in different time period. Thom Gunn worked through the 20th century while Thomas Flatman was a writer from the 17th century. The way they write is different, by analysing both poems we can see that Thom Gunn uses a free verses and little rhyming The Girls wake, stretch, and pad up to the door. / They rub my leg and purr (Muldoon, 1997, p. 5). On the other hand, the use of rhymes is clear in Flatmans poem, Only cats when they fall / From a house or a Wall (Muldoon, 1997, pp. 5-6), according to the evidence provided is possible to say that Thomas Flatman is using rhyming couplets, where it usually consists of two lines that rhyme and have the same meter. Gunn uses a freer usage of structure in his poem, but his lineation is essential to the flow of the verse. This is clear in the opening line of Apartment Cats, and pad up to the door (Muldoon, 1997, p. 5) it plays a monosyllabic mimicking of the cats paws. Gunns poem consist of longer lines with ten syllables and shorter lines with five syllables, where in Flatmans poem most of the lines are made of eleven syllables. Gunns poem Apartment Cats is composed with shorter lines comparing with Flatmans An Appeal to Cats in the Business of Love. Even comparing the titles of these two poems, we get to the conclusion that Flatmans title is more related to anthropomorphist, in the way he uses the words Cats in the Business of Love, it made me wonder at first, if he was really writing about cats? But after I read his poem, where he mentioned the old Lady Grimalkin, and the way she came alive in his poem with the line Puss! Puss! Last no long, but turn to Cat-whore! (Muldoon, 1997, pp. 5-6). I can therefore, confirm that he was writing about cats. In both poems the cats have been subtly personified, where in my own opinion we can say that Thom Gunns poem Apartment Cats is an anthropomorphist poem, in this case he describe the cats with a human attitude She abruptly rises, knowing well / How to stalk off in wise indifference (Muldoon, 1997, p. ), in these lines he contrasted the liberty by humans, and the freedom of choice. In Thomas Flatman poem An Appeal to Cats in the Business of Love, he gives us the sense that he is comparing cats with humans, in a sexual way. Both poets sexualize the cats, we can see in Gunns poem which is highly charged with sexual imagery, when he mentioned their eyes get wild, their bodies tense'(Muldoon, 1997, p. ) giving us the sense that two people, in this case the Girls from his opening line are sexual attracted to each other. As we know Gunn wrote apartment Cats in the 1970s, where his verses were associated with drugs, homosexuality and sex. In Flatmans poem is clearer the way he sexualizes the cats Man ride many miles, Cats tread many tiles (Muldoon, 1997,pp. 5-6), it suggests that cats have sex only for the pleasure of having sex, therefor we can see the clearly comparison with human beings.

International Business Essay Example | Topics and Well Written Essays - 750 words - 2

International Business - Essay Example The perspective of the uncle in regards to other nations taking jobs away from the American workers seems to be very truthful based on the effects of off-shoring. Companies in a lot of non-technological industries that require manual labor have left the United States in search of lower labor costs. It is impossible for the United States to compete in terms of labor cost with places such as China which pays its manufacturing workers less than 50 cents an hour. Products that are produced in Mexico such as Corona Extra beer have lower production costs than American made products. These products are flooding the US marketplace with cheaper goods which is hurting the competitiveness of the domestic industries. The jobs in America depend on the success of companies that produce in the United States. International trade has different costs and benefits. One of the most important benefits of international trade is that it lowers the prices of goods in the marketplace. Some countries have com petitive advantages in certain industries which enables them to produce certain goods at lower prices. International trade protects countries against protectionism from elsewhere (Southerncenter). Another advantage of international trade is that it fosters international growth. ... The use of outsourcing helps companies stay in business which is protecting jobs in America. Lower prices are achieved in the consumer markets due to the use of international trade. Countries are able to establish political ties with other countries by becoming trading partners. The use of international trade helps the global economy achieve growth. Overall the perspective of the uncle is too one sided. The uncle is looking at the problem from only one dimension. International trade can have an adverse effect in the job creation in America, but only in certain industries. From a social perspective international trade is helping a lot of poor countries improve the state of their economies. A transnational model is used to characterize MNEs that attempt to achieve high global integration with high local responsiveness (Aboy). These companies utilize a network business structure instead of company divisions. The use of the transnational model can provide companies with competitive advan tages in a variety of business functions. The strategic plans of a company should focus on finding ways to become more efficient by adapting to the needs of the marketplace. Transnational companies realize that the domestic market in which they participate represents an important market opportunity. The marketing function of transnational corporations is not standardized. These companies have to customize their marketing efforts based on the unique attributes of the market in which they participate. Depending on the location these firms must utilize bilingual marketing campaigns. To achieve the goal of obtaining high local responsiveness transnational firms must perform recurrent market research to learn about the tendencies and changing taste of the customers