Inter-industry differences in local banks' effect on new firm formation : A regional study of entrepreneurship in Sweden

Formation of new firms is important, since new firms create jobs and economic growth. When entrepreneurs lack the financial resources which are needed to start a firm, they often turn to banks to borrow money. Previous research has shown that relationships between banks and new business borrowers most often are local and that the dependence on banks differs across industries. In light of this, the purpose of this paper is to investigate if local access to banks has a stronger relationship with the rate of new firm formation in some industries than in others. Based on cross-sectional data on all Swedish municipalities in 2009, a series of OLS regressions are estimated to test if variables used to describe the bank market in a municipality are related with the new firm formation rate, both in total and in different industry categories. The results show that the number of bank branches per capita is positively related with the total new firm formation rate. In regards to the inter-industry differences, the findings indicate that local access to banks is more important for new firm formation in some industries than in others. 

A imagem percebida e projetada de Portugal como destino turístico

O caráter competitivo dos mercados na área do turismo tem-se acentuado nas últimas décadas e, por conseguinte, cada vez mais os destinos têm de conseguir demonstrar a sua diferenciação. Ao desempenhar um papel fundamental no comportamento dos consumidores e, em particular, na tomada de decisão sobre os destinos a visitar, a imagem do destino na mente dos consumidores finais e dos intermediários que os comercializam é fundamental para o sucesso dos destinos. Desta forma, a imagem dos destinos turísticos tem sido alvo de extensa investigação, uma vez que a compreensão da imagem percebida dos destinos e também da imagem projetada através dos diversos canais de promoção poderá permitir a identificação de aspetos a melhorar nas suas estratégias de marketing, uma maior eficiência dos recursos financeiros investidos no estímulo da procura turística e uma maior eficácia na atração dos turistas que, consecutivamente, avaliam potenciais novos destinos a visitar. A presente dissertação tem como objeto de estudo o destino turístico Portugal e debruça-se sobre a análise da imagem percebida, na perspetiva dos intermediários turísticos dos cinco países que mais enviam turistas para Portugal, e da imagem projetada no portal oficial de promoção deste destino. Os seus objetivos centrais prendem-se com a comparação destas duas vertentes da imagem, no sentido de apurar as suas diferenças e semelhanças e, assim, apurar contributos relevantes para as estratégias de promoção do destino Portugal, e ainda a identificação dos fatores determinantes da imagem percebida de Portugal pelos intermediários turísticos analisados e das suas consequências ao nível da lealdade atitudinal. De uma forma global, conclui-se que a imagem percebida e a imagem projetada de Portugal como destino turístico apresentam semelhanças em alguns aspetos e diferenças noutros. Além disso, verifica-se que um conjunto de fatores determinantes exerce influência sobre a imagem percebida de Portugal como destino turístico e que esta tem efeito sobre a lealdade atitudinal dos intermediários turísticos, traduzida nas intenções de recomendação do destino.

Algunas consideraciones para la preparación de la pequeña y mediana empresa exportadora

El artículo describe el escenario comercial actual en que actúan las pequeñas y medianas empresas y señala los tipos de exportación que pueden utilizar las compañías que deseen insertarse en los mercados externos. Explica las condiciones subjetivas y objetivas que debe considerar las firmas al prepararse para participar en el proceso exportador, tales como los recursos financieros y humanos, las alianzas, la tecnología, la logística, la información, la producción, la gestión de la organización, la capacitación técnica, la experiencia y la infraestructura, entre otros, así como las ventajas y desafíos que enfrentan las empresas en las actividades comerciales internacionales. Abstract This article describes the current trade scenario where small and mid enterprises acts and emphasizes on the types of exportations companies can use to be part in international markets. At the same time, this scenario explains the subjective and objective conditions must be taken into account all firms to prepare themselves to participate in export processes, such as financial resources, strategic alliances, technology, information, production, organization process, technical training, expertise and infraestructure, among others as advantages and challenges enterprises faces in all international trade activities.

A descentralização das políticas de desenvolvimento rural: uma análise da experiência do Rio Grande do Norte

MATOS FILHO, João. A descentralização das Políticas de desenvolvimento rural - uma análise da experiência do Rio Grande do Norte. 2002. 259f. Tese (Doutorado em Ciências Econômicas)– Instituto de Economia da Universidade Estadual de Campinas, Campinas, 2002.

“Never Give up:” The Strengths and Strategies Used Among Undocumented College Students From Central America to Access and Persist in U.S. Higher Education

The purpose of this study was to identify the strengths and strategies that undocumented college students from Central America used to access and persist in United States higher education. A multiple-case study design was used to conduct in-depth, semi-structured interviews and document collection from ten persons residing in Illinois, Maryland, Ohio, Texas, and Washington. Yosso’s (2005, 2006) community cultural wealth conceptual framework, an analytical and methodological tool, was used to uncover assets used to navigate the higher education system. The findings revealed that participants activated all forms of capital, with cultural capital being the least activated yet necessary, to access and persist in college. Participants also activated most forms of capital together or consecutively in order to attain financial resources, information and social networks that facilitated college access. Participants successfully persisted because they continued to activate forms of capital, displayed a high sense of agency, and managed to sustain college educational goals despite challenges and other external factors. The relationships among forms of capital and federal, state, and institutional policy contexts, which positively influenced both college access and persistence were not illustrated in Yosso’s (2005, 2006) community cultural wealth framework. Therefore, this study presents a modified community cultural wealth framework, which includes these intersections and contexts. In the spirit of Latina/o critical race theory (LatCrit) and critical race theory (CRT), the participants share with other undocumented students suggestions on how to succeed in college. This study can contribute to the growing research of undocumented college students, and develop higher education policy and practice that intentionally consider undocumented college students’ strengths to successfully navigate the institution.

O ouro branco abre caminho: o algodão e a modernização do espaço urbano da Cidade da Parahyba (1850-1924)

The present research deals with the modernization process of the Cidade da Parahyba2, between 1850 and 1924, and its relation with the cotton economy, which represented the main source of wealth accumulation for both the private and the public sectors throughout the First Republic. This study on urban history was developed by focusing on the understanding of the city s spatial formation, and despite its emphasis on the economic aspects involved, other factors that also contribute to the development of the social life were not put aside. The modernization process of the Cidade da Parahyba was also analyzed during the period established for the study according to a chronological and thematic approach that established comparisons with the financial situation of the State, whenever this was necessary, with special attention to the contribution of the cotton economy to the State´s revenues. It was possible to detect a lack of financial help and loans from the federal and municipal administrations for finishing several public works already underway in the capital, since the federal funds allocated to the State of Parahyba do Norte were rather employed in emergency works against droughts and in agricultural development. One can then conclude that the financial resources required for the urban interventions were withdrawn from the State s treasury itself, resources that were collected mainly from activities such as cotton exportation and cotton trading. Another factor shows the interdependence between the urban remodeling and the cotton economy: during the years marked by great droughts or by hard plagues on the cotton plantations, cotton production decreased, as well as the State s finances. The first measures taken by the State s administrators were to halt all projects of urban remodeling in progress in the Cidade da Parahyba, which was, clearly, the most privileged city by the State s presidents during the period analyzed. 2 The city of João Pessoa was named Cidade da Parahyba, a designation that remained until September 1930, when it received its present-day name in order to pay homage to the president of the State, João Pessoa Cavalcanti de Albuquerque, murdered in the city of Recife in August of that same year. At that time, the State of Paraíba was known as Parahyba do Norte. Since this work is limited to a period of time comprised within the First Republic, the names employed respect the terms used in those days

Local savings and credit organizations : towards an innovative approach for rural Zimbabwe

Résumé : L'épargne et le crédit sont reconnus comme deux éléments clés du développement économique. Or, jusqu'à ce que les membres défavorisés d'une communauté aient accès aux ressources et services financiers, ils seront toujours privés de la participation au processus du développement et des bénéfices qui pourraient s'en suivre. La recherche indique que les services des prêts offerts par les institutions officielles ne parviennent que rarement aux plus pauvres de la société, qui sont obligés par conséquent de dépendre des intermédiaires informels comme les groupes d'épargne et les usuriers. Diverses organisations sur place comme les coopératives ont essayé de répondre aux besoins du développement des communautés défavorisées. Dans ce contexte, nous ferons d'abord le bilan historique et international des coopératives d'épargne et de crédit (i.e. les caisses populaires). Ensuite, nous analyserons quatre autres tentatives récentes qui eurent pour but de créer de nouvelles formes d'institutions financières, de les développer de telle sorte qu'elles offrent un degré d'accès raisonnable, sinon privilégié, aux ménages de revenu inférieur. L'analyse de ces cas-ci (venant du Zimbabwe, de l'Inde, du Ghana, et du Bangladesh) permettra d'identifier leurs caractéristiques communes et divergentes. À partir des résultats de cette analyse, un projet pilote au Zimbabwe fut initié pour élaborer une stratégie appropriée qui faciliterait le développement d'un réseau de caisses rurales. L'analyse théorique, la mise en pratique du projet, ainsi que les conclusions subséquentes soulignent l'importance de la participation directe des communautés à l'élaboration des organisations populaires. Il est évident que ces méthodes sont de loin plus efficaces que celles basées sur des politiques et des structures uniformes et compréhensives.||Abstract : Savings and credit are recognized as key elements of economic development, but until such time as disadvantaged members of the community have access to financial resources and services, they are obstructed from participating fully in the development process. Experience has shown that formal institutional credit bas rarely reached the poorer sectors of society, who have had to rely on informal intermediaries such as savings groups and money-lenders. Local organizations such as co-operatives have attempted to respond to the development needs of disadvantaged communities, and the historical and international record of savings and credit co-operatives (i.e. credit unions) is examined in this context. Four recent initiatives to design and develop new forms of financial institutions that give fair if not favoured access to low-income housebolds are also identified. These cases (from Zimbabwe, India, Bangladesh, and Ghana) are examined in an effort to identify common and divergent characteristics. Following from this analysis, a pilot project in Zimbabwe was initiated in an effort to elaborate an appropriate strategy for development of a network of rural savings and credit organization. The theoretical analysis, field exercise and subsequent reflections highlight the need for participatory methods of organizational design and development, rather than any all-encompassing structural or policy guidelines.

Interest Representation as a Clash of Unequal Allies

Organized interests do not have direct control over the fate of their policy agendas in Congress. They cannot introduce bills, vote on legislation, or serve on House committees. If organized interests want to achieve virtually any of their legislative goals they must rely on and work through members of Congress. As an interest group seeks to move its policy agenda forward in Congress, then, one of the most important challenges it faces is the recruitment of effective legislative allies. Legislative allies are members of Congress who “share the same policy objective as the group” and who use their limited time and resources to advocate for the group’s policy needs (Hall and Deardorff 2006, 76). For all the financial resources that a group can bring to bear as it competes with other interests to win policy outcomes, it will be ineffective without the help of members of Congress that are willing to expend their time and effort to advocate for its policy positions (Bauer, Pool, and Dexter 1965; Baumgartner and Leech 1998b; Hall and Wayman 1990; Hall and Deardorff 2006; Hojnacki and Kimball 1998, 1999). Given the importance of legislative allies to interest group success, are some organized interests better able to recruit legislative allies than others? This question has received little attention in the literature. This dissertation offers an original theoretical framework describing both when we should expect some types of interests to generate more legislative allies than others and how interests vary in their effectiveness at mobilizing these allies toward effective legislative advocacy. It then tests these theoretical expectations on variation in group representation during the stage in the legislative process that many scholars have argued is crucial to policy influence, interest representation on legislative committees. The dissertation uncovers pervasive evidence that interests with a presence across more congressional districts stand a better chance of having legislative allies on their key committees. It also reveals that interests with greater amounts of leverage over jobs and economic investment will be better positioned to win more allies on key committees. In addition, interests with a policy agenda that closely overlaps with the jurisdiction of just one committee in Congress are more likely to have legislative allies on their key committees than are interests that have a policy agenda divided across many committee jurisdictions. In short, how groups are distributed across districts, the leverage that interests have over local jobs and economic investment, and how committee jurisdictions align with their policy goals affects their influence in Congress.

A regionalização como instrumento de governança pública em saúde no estado do Paraná: análise dos vazios assistenciais como subsídio à ação do estado

Everyone has a right to health and the State’s duty is to provide it. SUS (unified health system) main principles are universalization, integrality and equality which are based on the decentralization, regionalization and hierarchization directives and shows the importance of a territorial perspective for planning healthcare actions. Decentralization was the strategy chosen to implant SUS, since municipalities were in charge of providing and organizing the municipal healthcare services. Nevertheless regionalization, that’s to say service, institution and practice integration, was not performed satisfactorily, thus jeopardizing the health system decision making process and causing disputes between municipalities over financial resources instead of developing an interdependent and cooperative net. This way, it is important to analyze if health regionalization has a good potential for being used as public governance tool. The present study aims at giving answers to the following research problem: What are the contributions of regionalism to the State of Paraná public governance applied to health? Besides that, it also aims at assessing the State of Parana health regionalization to identify healthcare gaps and help the State actions through public governance principles applied to healthcare. Therefore, the study used a quantitative-qualitative, exploratory and descriptive research, plus secondary data concerning bibliographic and documental research. The present study analyzed the current hospital bed distribution by compared to the ideal distribution allowing the identification of healthcare gaps in the regional healthcare centers, besides considering medical specialties in the State of Paraná. The study conclusion is that health regionalization is an important tool for reducing healthcare gaps concerning hospital beds permitting the use of seven to ten public governance principles applied to healthcare, as established in the present study, and shows health regionalization is an important pubic governance tool.

DESAFIOS E REFLEXÕES NA IMPLANTAÇÃO DE UM PROGRAMA DE EDUCAÇÃO ALIMENTAR E NUTRICIONAL (EAN) EM INDIVÍDUOS COM EXCESSO DE PESO

Objetivo: Relatar a experiência das atividades de educação alimentar e nutricional (EAN) desenvolvidas em pacientes com sobrepeso e obesidade. Síntese de dados: Realizaramse sessões de educação alimentar e nutricional (EAN) com pacientes com sobrepeso e obesidade graus I e II atendidos no ambulatório do Hospital Universitário da Universidade Federal de Juiz de Fora (HU/UFJF), integrantes do projeto de extensão “Saúde na Balança”. As sessões ocorreram em grupo, semanalmente no 1º mês, quinzenalmente no 2º e 3º mês e mensalmente até o 6º mês, no período de setembro de 2012 a setembro de 2013. Durante um ano de atividades, foram realizados 4 grupos, com um total de 46 integrantes, que aceitaram participar das sessões. Nestas, foram abordados temas em nutrição que apoiavam o atendimento individual. A equipe identificou que local, horário, periodicidade das sessões, disponibilidade de tempo e falta de recursos financeiros eram fatores que influenciavam a adesão do paciente ao tratamento, sendo alguns deles modificados, já se observando melhora da adesão no último grupo. Entretanto, ainda foram registradas 17 desistências. Com o autorrelato dos pacientes, foi possível perceber mudanças positivas nos hábitos alimentares e na forma de se relacionar com a obesidade e as comorbidades associadas. Conclusão: No decorrer das atividades, criou-se vínculo entre equipe e participantes, permitindo identificação de demandas e de formas efetivas de atuação nos grupos, demonstrando que a EAN auxilia a abordagem individual, na medida em que permite troca de experiências e informações, ampliando o poder de escolha por hábitos de vida saudáveis.

Facteurs susceptibles d’influencer l'implantation de l'Échelle québécoise des niveaux de compétence en français des personnes immigrantes adultes et du Programme-cadre de français pour les personnes immigrantes adultes au Québec

La coexistence des services de francisation au Québec pour les personnes immigrantes adultes a fait l'objet de divers enjeux liés notamment au passage des apprenants d'un lieu de formation à un autre (Québec, MICC, 2011a). Dans le but de répondre à ces enjeux et d’harmoniser l'offre de services gouvernementaux en matière de francisation des adultes, le ministère de l'Immigration et des Communautés culturelles (MICC) a élaboré en collaboration avec le ministère de l'Éducation, du Loisir et du Sport (MELS), une innovation pédagogique, soit un référentiel commun québécois composé de deux instruments : l’Échelle québécoise des niveaux de compétence en français des personnes immigrantes adultes et le Programme-cadre de français pour les personnes immigrantes adultes au Québec. Le but de notre étude était de mieux comprendre l'implantation du référentiel commun québécois, de faire état des représentations du personnel enseignant en francisation vis-à-vis de cette innovation pédagogique et d’identifier les principaux facteurs qui structurent son implantation. Pour atteindre ces objectifs de recherche, nous avons mené une étude qualitative dans laquelle nous nous sommes appuyée sur le modèle d'implantation de Vince-Whitman (2009) qui identifie douze facteurs facilitant l’implantation d’une politique et d’une pratique. Nous avons accédé aux représentations de douze enseignantes et enseignants en francisation qui œuvrent au MICC et au MELS lors d’entretiens de groupe en leur permettant de s'exprimer sur leurs pratiques pédagogiques et sur leurs impressions du référentiel commun québécois. À l’aide du logiciel QSF NVivo 8, nous avons analysé le contenu des propos de nos participants de recherche. Nos résultats démontrent que le manque appréhendé de ressources – humaines, matérielles et financières, et un manque de temps, de formation et de collaboration professionnelle pourraient représenter des obstacles et nuire à une éventuelle implantation du référentiel commun québécois. À la lumière de ces résultats, nous proposons un cadre de référence composé de sept facteurs d’implantation d’une innovation pédagogique afin de mieux rendre compte d’une réalité spécifique et contemporaine, celle de l'implantation du référentiel commun québécois pour la francisation des immigrants adultes scolarisés. Les écrits scientifiques et nos résultats de recherche démontrent que de diverses formes de soutien, principalement du matériel pédagogique approprié et suffisant, peuvent constituer un facteur-clé dans la réussite de l’implantation d’une innovation pédagogique.

Ograniczona względami ekonomicznymi dostępność świadczeń zdrowotnych a naruszenie przez lekarza reguł ostrożności

Odpowiedzialność karną lekarza łączy się powszechnie z problematyką błędu medycznego, choć właściwie odpowiada on nie za sam błąd medyczny, jako że prawo karne nie zna przestępstwa polegającego na popełnieniu błędu medycznego, ale za ewentualne jego skutki, które mogą być kwalifikowane jako nieumyślne spowodowanie śmierci, nieumyślne spowodowanie ciężkiego, średniego albo lekkiego uszczerbku na zdrowiu bądź nieumyślne narażenie na niebezpieczeństwo utraty życia albo ciężkiego uszczerbku na zdrowiu. Nie można oczywiście wykluczyć wystąpienia sytuacji, w której lekarz swoim zachowaniem zrealizowałby znamiona typu umyślnego, jednakże na potrzeby niniejszej publikacji przyjęto, że co do zasady lekarz działa w celu ratowania dóbr prawnych, jakimi są życie i zdrowie pacjenta, nie zaś z zamiarem narażenia ich na niebezpieczeństwo bądź naruszenia, a ewentualne negatywne skutki dla życia i pacjenta, powstałe w miejsce lub obok zamierzonego stanu rzeczy, nie są przez niego objęte umyślnością. Kluczowym warunkiem uznania, że czyn popełniony został nieumyślnie jest ustalenie, że sprawca naruszył reguły ostrożnego postępowania, wymagane w danych okolicznościach. W odniesieniu do zawodu lekarza na pierwszy plan wysuwa się wśród nich wymóg stosowania się do wskazań aktualnej wiedzy medycznej. Autorka przekłada ten obowiązek na grunt realiów systemu ochrony zdrowia i rozważa, jaki wpływ na jego niedopełnienie mają okoliczności ograniczonej względami ekonomicznymi dostępności świadczeń zdrowotnych oraz w jaki sposób niedostatek środków finansowych może rzutować na naruszenie przez lekarza reguł ostrożnego postępowania, o których mowa w art. 9 § 2 Kodeksu karnego.

Parcerias municipais com o terceiro setor: o caso do conselho municipal dos direitos da criança e do adolescente de Natal

The relationship between the State and the non-governmental organizations (NGOs) needs to be analyzed and debated by the objective to extinguish or to reduce the existent failures in this partnership in order that the whole society may benefit from it. To understand how the partnership between the public and NGOs work is fundamental. The present study searches to contribute to a better understanding of this matter. With this aim, the research focused the partnership formed between Natal Child and Adolescent Council (COMDICA) and NGOs which were selected by public notice in 2007. Theoretical references were based on the Continuum of Collaboration proposed by Austin (2001) that serves to differentiate the degree and the mode of interaction between the two organizations. It was observed that in some points there is a lack in the interaction between COMDICA and the NGOs. The frequent change of the government counselors makes difficult a more intense involvement and partnership awareness with the NGOs. The NGOs members need to be more involved with the activities of COMDICA and search for a larger participation in the assemblies, on the discussions and on the intrinsic council actions. The relationship must also be rethought, since that the partnership must not be limited to financial resources support. The channels of communication must be improved and become more frequent. The evaluation and monitoring of social projects are poor and own methodologies need to be elaborated. Therefore, it is necessary to make some adjustments in this relationship involving not only the partnerships made by the selected ONGs, but also all those who assist the child and the adolescent. A closer relation makes possible a greater effectiveness of the public policies on one side and on the other side improves the performance of the COMDICA and the NGOs

Continuidade dos cuidados de saúde às crianças e jovens com Diabetes - articulação interinstitucional

A efetiva articulação entre os Cuidados de Saúde Primários e Hospitalares apresenta-se como uma estratégia para aumentar os ganhos em saúde, racionalizando os recursos financeiros, a eficiência dos serviços e a satisfação dos utentes. Com o presente projeto, pretendeu-se promover a comunicação entre as equipas de Saúde Escolar do Agrupamento de Centros de Saúde da Arrábida e a Consulta de Diabetes Juvenil do Centro Hospitalar de Setúbal, através da implementação de um protocolo de articulação, com o objetivo de assegurar o continuum dos cuidados de saúde às crianças e jovens acompanhadas na consulta de Diabetes Juvenil. Partindo das necessidades identificadas pelos e com os diversos profissionais de saúde envolvidos pretendeu-se garantir um plano assistencial integrado e desenvolver uma prática de complementaridade com a de outros profissionais de saúde e parceiros comunitários. Adotou-se a metodologia do planeamento em saúde e delinearam-se intervenções que envolveram os diferentes profissionais de saúde, conduzindo à reflexão e discussão sobre o tema, apontando para a mudança nas práticas, consubstanciado por etapas de conhecimento, motivação, apreciação, experimentação e finalmente de adoção; ABSTRACT: Effective coordination between Primary Health Care and Hospital presents itself as a strategy to increase health gains, streamlining financial resources, the efficiency of services and user satisfaction. With this project, the aim was to promote communication between the School Health Team of the Grouping Arrabida Health Centers and Juvenil e Diabetes Consultation of Setúbal Hospital Centre, through the implementation of a joint protocol with the objective of ensure the continuum of health care to children and young people accompanied the Juvenile Diabetes consultation. Starting from the needs identified by and with the various health professionals involved was intended to ensure an integrated care plan and develop a practice of complementarity with other health professionals and community partners. Adopted the planning methodology in health and outlined by interventions involving different health professionals, leading to reflection and discussion on the topic, pointing to the change in practice, embodied by stages of knowledge, motivation, appreciation, experimentation and finally adoption.

Using importance-satisfaction analysis in evaluating student satisfaction: a case study of economics and administration Faculty of Qafqaz University

Education is one of the main industries in the world, which needs to focus more than other types of industries. As Mandela said, “Education is the most powerful weapon, which you can use to change the world” (www.brainyquote.com). Global economic recession era put serious pressure on private Higher Education Institutions (HEI), which resulted as decrease in the university spending`s budget. Therefore, HEI forced to develop more competitive ways to find new financial resources for rapid technological and organizational changes (Savsar, 2012). Students are the motive of being of Higher Education. The aim of this study is to implement İmportance-Satisfaction Analysis (IPA) matrix to evaluate the student`s satisfaction and assess importance of different attributes in terms of student`s perception. The students that participated in this study enrolled in the present academic year, 2015/2016, in the Economics and Administration Faculty-Qafqaz University. In order to perform study, survey method applied to collect the data and number of received valid questionnaire were 266. Questionnaire used to collect demographic information of students, identify importance given to each attribute and satisfaction degree of each attribute. Descriptive analysis used to identify profile of respondents, also find satisfaction and importance degree for each attributes. To evaluate differences between groups, built association between variables, find relation between variables and answering to the research hypothesis inferential analysis applied. Moreover, IPA matrix was been used to explore the attributes that needs improvement that perceived as attributes that are more important for the students. The result showed that generally students are satisfied with service quality offered by HEI-on sample of the Qafqaz University. In addition, research found that there are no differences in overall satisfaction and importance by department, gender, academic year and grade point average. IPA matrix highlighted the main attributes, which performs well, namely Academic Services and Teaching aspects, and in another hand needs to concentrate in Undergraduate program and External Relations. In addition, research found that loyalty of students is very low and there is a negative correlation between loyalty and satisfaction.