European Journal of Social Sciences

 Volume 38 No 3
Customer Perception on Service Quality in India’s Post Office Savings Banking Sector - An empirical study using SERVQUAL
S. Vijay Anand and M. Selvaraj
Now a days, customers demand, and expectation are escalating due to global challenge and appraising of service quality with novel techniques is predestined for every organisation for their uninterrupted endurance in the market. Provocation, if any will make them switching to alternate channels. Since marketing of services plays a significant role in money market encompassing entire banking sector in the country, evaluating quality of services in those sectors is more significant in today’s competitive scenario. The purpose of this study to evaluate the customer perception on service quality in Indian Post office Savings banking sector with 250 respondents selected on convenience sampling. The result revealed that there is a significant difference found between the perception and expectation of customers on service quality along with large service quality gap found in Competence dimension. In addition, all the service quality factors are highlighted as significant indicators for overall service quality and there is no autocorrelation and serving error found since the Durbin-Watson values were found within the limit. Also, Independent sample‘t’ test showed that there is no significant association found between the demographic variables and the Overall service quality in India’s Post Office savings banking sector.
Keywords: Post Office Savings Banking sector, SERVQUAL, Confirmatory Factor Analysis, Service Quality Gap, AMOS 18.0
Customer's Satisfaction and Retail Banking in the Kingdom of Saudi Arabia
Mohammad Imdadul Haque, Zafar Ahmad Sultan and Sajid Ali
Customers’ satisfaction is crucial for banks’ success. This study analyzes the present levels of satisfaction and attempts to identify the factors which could lead to differentiation amongst banks. The purpose of this study is to provide insights that would help the management to evaluate and re-design its current strategies in order to retain and expand its customer’s base in today's competitive environment. The study identifies that the preference for a particular bank depends on employee behaviour and customer service; services like payment of government fees, bills and traffic fines; quick redress of customer grievances and complaints. Also, nationality, age group and educational levels are the three factors which account for significant difference amongst respondents in terms of the level of satisfaction derived from banking services.
Keywords: Customer Satisfaction, Retail Banking, Saudi Arabia
JEL Classification Codes:N25, L80, G21
The Dynamics of Academic Teasing and Academic Peer Pressure in a Fiji Secondary School
Carmen M. White
This article provides a situated analysis of the dynamics of academic teasing in a working-class, predominantly Fijian secondary school in the island nation of Fiji. Ethnographic research revealed systematic patterns of teasing as a feature of daily life in the student peer culture of the school. While certain teasing patterns were extraneous to academic performance, much of the teasing, particularly in classroom settings, was indirect or direct responses to the academic performance of peers. Forms of teasing were patterned based on context and the categories of students involved. Teasing behaviors culminated in a form of academic peer pressure. This article identifies the varied forms and contexts of academic-related teasing, including the informal protocols students enlisted in teasing patterns, gendered patterns of teasing, the immediate response to academic related teasing, and the potential academic implications for students. Academic related teasing provided a window into the values of peer groups and a broader peer culture, while relevant values and behaviors that extend to a wider Fijian culture for Fijian students in this predominantly Fijian secondary school were also explored.
Keywords: Academic performance, Academic Teasing, Academic Peer Pressure, Peer Culture, Fiji.
Person – Centered Planning in Special Education Programs in Jordan
Eman K. AL- Zboon and Jamil M. Smadi
The Study aimed to identify the commitment level of Special Education programs in Jordan by person- centered Planning. The sample of study consisted of (62) centers and institutions of special Education, from them (25) with intellectual disability, (15) with hearing impairment, (10) with visual impairment and (12) with motor disability. To achieve the aim of the study, the person- centered planning scale was constructed, and then it was validated, then it was administrated on special education programs, then the results were analyzed. The results had indicated that the level of commitment of the special education programs with the person- centered planning in total score and in all domains was very low. The study recommended a number of field and research recommendations.
Keywords: Person-centered planning, person with disability, self-determination, special education programs, Jordan.
Tongue Root Harmony in North Jordanian Arabic: An Optimal Domains Theory (ODT) Analysis
Mohammad Alghazo
Tongue root harmony in Arabic has been discussed by many scholars over the years. Kenstowicz (1981) tried to account for tongue root harmony in Palestinian Arabic within autosegmental theory. He suggested a suprasegmental harmonic feature to be represented on a separate tier. Alghazo (1987) proposed a non-linear solution for tongue root harmony in Jordanian Arabic within underspecification theory. This paper attempts to provide an account of tongue root harmony in North Jordanian Arabic (hence forth NJA), a dialect spoken in the northern parts of Jordan, within the principles of the Optimality Domains Theory (ODT). The innovation presented here is that harmony is discussed through the Optimality Domain Theory (ODT). Besides being a native of NJA himself, the researcher verified the data by asking participants from the region to pronounce the words needed for the study. To explain vowel harmony, the researcher pointed out the constraints of the syllable structure of the same dialect to come to a conclusion about tongue root harmony in this dialect. The analysis concluded that there are several constraints on tongue root harmony that have to be obeyed in order to arrive at the correct outputs of the phenomenon of tongue root harmony.
Knowledge Management Processes and their Impact on Organizational Performance "An Empirical Study in the Mining Companies in Jordan"
Raid Mohd Al-adaileh
This study aimed at investigating the Knowledge Management (KM) processes and their impact on organizational performance within the context of the mining sector in Jordan. KM processes within the context of this study includes creation, acquisition, organizing, usage, archiving and sharing. With respect to the organizational performance, the focus of this study was on the size, quality, speed and the cost of performance. Data was collected using a questionnaire. 200 questionnaires were distributed and 182 were collected and analyzed. Based on the outcomes of multiple regression and stepwise regression, it is revealed that knowledge organizing & sharing have no significant statistical impact on organizational performance within the context of the mining sector in Jordan. On contrast, knowledge usage, creation, archiving and acquisition can significantly influence organizational performance within the context of the mining sector in Jordan. The KM processes proposed and tested in this study explained 63% of the variance in organizational performance which in fact call for more attention to KM implementation as an effective mechanism to improve organizational performance.
Keywords: Knowledge Management, Processes, Organizational Performance, Usage, Creation, Acquisition, Archiving.
Sources of Stress and Intention to Quit among Sport Officials in Jordan
Omar W. Kilani, Ziad L. Altahayneh and Mo'een A. Oudat
The main purpose of this study was to examine the major sources of stress among sport officials in Jordan. A second purpose was to examine the relationships between sources of stress and intention to quit officiating. A total of 154 sport officials from five Jordanian sport federations participated in the study. They completed a modified and translated version of the Soccer Official's Stress Survey. Results showed that verbal abuse was the most perceived source of stress followed by fear of physical harm, performance concerns, lack of recognition, and lastly time pressures. Also, the results indicated that verbal abuse was the most significant predictor of officials’ intention to quit officiating and accounted for 17.7% of the variance in officials’ intention to quit officiating followed by fear of physical harm which accounted for 9.1% of the variance in officials’ intention to quit officiating. The two-variable prediction model was statistically significant and accounted for 26.8% of the variance in officials’ intention to quit officiating.
Keywords: Sports, intention to quit, sport officials, referees, stress, Jordan.
The Ecological Consciousness in Jawaharlal Nehru’s An Autobiography
S. Keerthy
The main objective of this study is to attempt an ecocritical analysis of Jawaharlal Nehru’s An Autobiography. Jawaharlal Nehru (1889-1964) is one of the greatest statesmen and writers of the twentieth century. He has written a number of books of which An Autobiography is an outstanding contribution to Indian Literature in English. His autobiography clearly states Nehru’s ideas and policies on India and its environment. As a lover of nature and the father of India’s industrialization, he reveals his paradoxical character and conflicting ideas. Ecocriticism has gained the attention of many scholars over the last three decades throughout the world. It depicts the relationship between human and nature – depiction of nature in literature. This theory has been gaining popularity day by day because of the ecological disaster which the humans witness in everyday life. This study analyses the autobiography of Nehru from an ecocritical point of view by using various elements of ecocriticism like wilderness, pastoral, animals and ecocide for understanding the ecological consciousness of Nehru.
Keywords: Ecocriticism, Wilderness, Pastoral, Animals, Pollution, Ecocide, Industrialization, Modernization, Harmony with nature
Investigating the Factors Affecting Doctor's Prescribing Behavior in Jordan: Anti-Hypertensive Drugs as an Example
Eiman Abulhaj, Amjad Abu ELSamen and Ibrahim Alabbadi
The main purpose of this study was to investigate the factors effecting doctors’ prescribing behavior in Jordan. A validated questionnaire was distributed to 364 physicians (convenience sample) in the private sector (response rate was 69%); multiple regression analysis is used to fulfill the research objective. The findings indicated that drug price awareness, patient’s expectations, pharmaceutical marketing strategies and doctor’s personality factors have a statistically significant positive effect on doctors’ prescribing behavior whereas doctor’s knowledge and experience and drug characteristics were not shown to be significant, and the most important (influential) factor was pharmaceutical marketing strategies. Based on the research findings, and in order to enhance the approaches that are directed to the doctors in Jordan it was concluded that Jordanian pharmaceutical companies should pay more attention to the mentioned factors in order to better affect doctors’ prescribing behavior in their favor. More aggressive promotional efforts could be undertaken to increase the pharmaceutical companies’ promotional efforts on doctors’ prescribing behavior. The Ministry of Health and the Jordanian Medical Association should educate the doctors about the drugs characteristics and prices so the doctors can differentiate between drugs and prescribe the drug of choice for each case depending on scientific bases rather than directed by the pharmaceutical companies.
Keywords: Pharmaceutical marketing strategies, doctors' prescribing behavior, Jordan, private sector
Attitudes University Students towards Time Management Skills
Ahmad M. Mahasneh, Zohair H. Al-Zoubi, Omar T. Batayeneh, Aeshah A. Al-Sawalmeh and Ameen M. Mahasneh
The primary purpose of this study was to determine the level of students’ awareness about time management skills at the Hashemite University in Jordan. A total of 1014 university students participated in the study by completing the questionnaire Time Management Skills. Results indicated that university students showed a low level of awareness about time management skills. Additionally, results indicated that there were no significant differences in participants’ level of awareness based on the demographics of gender and academic performance. The study ends by suggesting a number of practical and theoretical recommendations for a number of stakeholders.
Keywords: Time management skills, University students.
Commuting Challenges in Bangkok, Thailand: Voices of Blind Students that Public Administrators should Hear
Theeraphong Bualar
This article sets forth a qualitative method for examining barriers that affect visually impaired students commuting to school in Bangkok, Thailand. Findings drawn from four focus groups of forty school-aged students with visual impairments clearly indicate that blind-unfriendly environment, poor public bus service, poorly-designed sidewalks and ineffective law enforcement to guarantee the disabled their right to commute are the major sources of worry among these students. Despite showing their need to commute, the students frequently encounter a number of challenges on their way to school. These challenges obviously have limited their commuting opportunity. The author recommends that the government of Thailand introduce strong tailored policy interventions to meet the commuting needs of the visually impaired. Without universal design and inclusive society, empowering visually impaired students through schoolings and education is not realizable.
Keywords: Disability policy; visually impaired persons; inclusive society; universal design.
The Role of the Mass Media and their Political Influence on the Concept of Identity on the Age of Globalization
Mohammadkazem Kavehpishghadam , Zahra Ghasemi and Mohammadhossein Behzadi
The mass media are a tool to engineer the identity, mobilize public opinions, and shape the identity. In addition to providing information services, the media nowadays provide facilities for individuals and their entertainment. Generally, the mass media tend to reflect the ruling power and social groups. Media worldwide are more successful when both prevent fooled audience and attract the audience of other media. TV is very effective as one of the most important identity-forming tools of current and future generations and patterns that are presented to the public by this media have a prominent role in stabilizing and strengthening the identity. In fact, the mass media provide the requirements of group and plural identities. This paper aims to study the power and influence of the media on identity, functions of the media and identity, and types of systems governing the media and their impacts on identity.
Keywords: Media, Identity, Power, Globalization, Communications.
The Effectiveness of Using Blended Learning on the Academic Achievement of Seventh Grade English Students in Jordan
Jebreen A. M.Hussain and Wala' Alshdaifat
This study aimed at investigating, the effectiveness of using blended learning on the academic achievement of seventh grade English students in Jordan, studying the effect of certain variables such as teaching method and the cumulative average of the student and the interaction between them, the sample consists of (160) male and female students divided to four groups. Two of them were experimental groups (males and females) studied by blended learning and the others are control groups (males and females) studied the same unit in the traditional way. A comprehensive and reliable test was designed and applied as a pretest to both groups, to ensure that they are equal; also they applied the same test after the completion of the study unit. The results showed statistically significant differences between the mean of students in the experimental group that studied the program by blended learning and the mean of the control group, who studied in the traditional way, in favor of the experimental group. The results also showed statistically significant differences between the mean of students due to the cumulative average. On other hand, there were no significant differences regarding the interaction between the way and the cumulative average. Finally the researchers suggested some recommendations.
Keywords: Blended Learning, English Language, Seventh Grade (Elementary).
Administrative Corruption as an Obstacle of Jordan Development from Academic Staff of Al Balaqa’ Applied University Perspective
Salama Nawafah and Mozfi Al-Amyan
The study aimed to discuss the Administrative corruption as one of development obstacles in Jordan. Study population consisted of (1500) academic staff member in Al Balaqa’ Applied University. A random sample amounting (150) subjects was selected .A questionnaire was developed to handle this objective and was distributed over a sample of (150) academic staff members. 130 questionnaires were collected, that is 86.7% response rate. The collected responses were analyzed through using the Social Packaging Statistical System. The study concluded that Administrative corruption retard the country development and the failure of investment growth in addition to hinder the economic and social development. The study suggests that there is a need to develop programs and policies for corruption prevention and to activate the Code of Professional Conduct and Public Service Ethics, which should ensure integrity, transparency, prevention of corruption and adherence to public service and professional ethics Moreover there is a bad need for raising citizens’ awareness regarding corruption devastating dangers.
Keywords: Administrative Corruption, Development,
Perceptions of the Faculty Members in Al- Balqa’ Applied University towards Creative Teaching to their Students
Randa Al Momani
This century is described as scientific and technological one, and it is distinguished in its rapid change.So it is important for a person to be inventive and creative in this present world, which means visualizing this world with new ways and different perspectives.This must be applied on the educational establishments as wellin order to be able to cope with changes and developments occurringin theexternal environment.To assurethe establishments’ existence and growth in its field, they should be creative for it is one of the basic and important activities to them. (Al Saren, 2000).