How to satisfy the customers in alain distribution company ( water and Research Paper

How to satisfy the customers in alain distribution company ( water and electricity company) - Research Paper Example Commonly, it has been interpreted that satisfaction is characterized by a feeling that is brought about by the evaluation process regarding what customers expect, such as the decision to purchase the service along with their needs and desires associated with such purchase. Moreover, according to Bitner and Zeithaml (2003), satisfaction reflects whether the service has fulfilled the customers’ needs and expectations. Satisfaction can be a positive and emotional state as an outcome of the evaluation of a working relationship (Boeselie, Hesselink, and Wiele, 2002). Over the recent years, due to such definition, there has been a focus on service quality and customer satisfaction among service providers and researchers alike, although such concepts are two conceptually distinct variables from the perspectives of customers. Background of the Study The researcher aims to focus on the Al Ain Distribution Company (AADC) which is a public joint stock company in the United Arab Emirates owned by the Abu Dhabi Water and Electricity Authority. AADC remains to be the largest distributor of electricity and water in the eastern region of Abu Dhabi (AADC, 2009). The company holds total ownership, control and regulation of electricity and water distribution, and operation of services for electricity and water supply. AADC aims to commit to their shareholders by bringing about the required investment returns. It also attempts to demonstrate excellent service quality by making sure that the provision of electricity and water is at a high level of superiority and that professionalism is shown through customer transactions and business actions that fulfill customer needs. Finally, AADC aims to stay committed to their employees through equitable treatment, effective employee recruitment and development, empowerment, competency maximization, recognition of contributions, and a safe and secure working environment. Through such objectives, the AADC aims to follow high standards t o bring about favorable outcomes in their daily course of action. Research Objectives The current study aims to address one main objective and that is to examine the relationships of perceived service quality dimensions, as suggested by Parasuraman, Zeithaml and Berry (1988) (reliability, responsiveness, tangibility, empathy, and assurance) on the satisfaction of customers in Al Ain Distribution Company (AADC). Review of Related Literature Customer Satisfaction A wide number of researchers have examined the important role that customer satisfaction plays in achieving long-term business success (Homburg and Stock, 2005; Schmit and Allscheid, 1996). Although customer satisfaction has been described through various definitions, generally, a process for evaluation is a vital component that comprises customer satisfaction. It is an evaluation provided by customers with regards to their consumption experience or service encounter based on how favorable it should be (Hunt 1977). Engel and Blackwell (1982) also referred to this concept as an evaluation whether the selected option is in accordance with prior notions regarding such alternative. Hence, such conceptualizations point out that customer satisfaction is the process of assessing the observed differences between expectations and actual performance/encounter. Furthermore, according

Post Traumatic Stress Disorder Research Paper Example | Topics and Well Written Essays - 1250 words - 1

Post Traumatic Stress Disorder - Research Paper Example Therefore, there must be the fulfillment of the obligation to create positive living within the individual. The balance should be maintained between their psychological and physiological health. One of the chief causes of an unhealthy societal living is witnessed in posttraumatic stress disorder (PTSD). Kichin (2004) defines the condition as an invisible injury that causes a long-term effect on the affected individual. PTSD has been defined as an emotional condition, normally termed as an anxiety disorder resulting from a terrifying life experience that is considered damaging to the individual. The sufferers of the condition exhibit the avoidance state where they consider places, people or events unsecure for fear of reliving the condition. The patients are sensitive towards societal events and depict the condition termed as hypererousal (Drden-Edwards and Stoppler, 2012). The creation of the condition has been realized in lasting impressions that had threatened the healthy societal engagement in these individuals and affect their emotional condition. Such individuals had experienced either a physical abuse, sexual, severe loss or an increased natural calamity that had not been expected. These creations have the tendency of reoccurring and events that are closely linked to the fete are witnessed as life threatening. PTSD presents numerous symptoms, affecting individuals of a diverse demographic, but there have been countermeasures to limit the condition and create positive living. Causes and Effects The condition results after a negative life threatening condition that the patient observes as may reoccur and create mental insecurity. The experience may be described as having a prolonged physical scar or mark on the patient to remind them of the experience faced. In the U.S., the data is explained that an increasing number of 7-8% of the total population develops the condition with the leading causes being rape and combat veterans. The condition may be witnessed more in children who are subjected to the conditions due to their vulnerability. Moreover, girls more than boys experience the condition due to the lack of a security figure to protect them from adverse conditions (Schiraldi, 2000). The state of being subjected to trauma, or witnessing events that are life threatening that depicts both physical and emotional damages has been the chief cause of PTSD. Schiraldi (2000) suggest that the victims are diagnosed with effects from negative life experiences like mugging, civil disorder, mental and physical torture that may have the tendency to reoccur causing the sufferer to reminisce on the experience. However, some patients diagnosed with the condition may face a separate experience that may have been caused by an immediate occurrence of an event. These are in divorce or unemployment realized to create discomfort in their state of living. Trauma presents variable physical impacts to the individual to depict the characteristic throughout th eir lifestyle to identify the condition. Researchers have offered the link to reduced hippocampus, which is charged with the role of memory within the brain, for people who experience the stressful conditions within their lifetime. Shiromani, LeDoux & Keane (2009) articulate that persons who experience PTSD have smaller hippocampus and depict an increased tendency towards substance abuse as compared to healthy persons. The mostly abused drugs are cigarettes, marijuana and alcohol that the affected