Service provider switching: a study on the switching process in retail banking

In a business environment that is characterized by intense competition, building customer loyalty has become a key area of focus for most financial institutions. The explosion of the services sector, changing customer demographics and deregulation and emergence of new technology in the financial services industry have had a critical impact on consumers’ financial services buying behaviour. The changes have forced banks to modify their service offerings to customers so as to ensure high levels of customer satisfaction and also high levels of customer retention. Banks have historically had difficulty distinguishing their products from one another because of their relative homogeneity; with increasing competition,the problem has only intensified with no coherent distinguishing theme. Rising wealth, product proliferation, regulatory changes and newer technologies are together making bank switching easier for customers. In order to remain competitive, it is important for banks to retain their customer base. The financial services sector is the foundation for any economy and plays the role of mobilization of resources and their allocation. The retail banking sector in India has emerged as one of the major drivers of the overall banking industry and has witnessed enormous growth. Switching behaviour has a negative impact on the banks’ market share and profitability as the costs of acquiring customers are much higher than the costs of retaining. When customers switch, the business loses the potential for additional profits from the customer the initial costs invested in the customer by the business get . The Objective of the thesis was to examine the relationship among triggers that customers experience, their perceptions of service quality, consumers’ commitment and behavioral intentions in the contemporary India retail banking context through the eyes of the customer. To understand customers’ perception of these aspects, data were collected from retail banking customers alone for the purpose of analysis, though the banks’ views were considered during the qualitative work carried out prior to the main study. No respondent who is an employee of a banking organization was considered for the final study to avoid the possibility of any bias that could affect the results adversely. The data for the study were collected from customers who have switched banks and from those who were non switchers. The study attempted to develop and validate a multidimensional construct of service quality for retail banking from the consumer’s perspective. A major conclusion from the empirical research was the confirmation of the multidimensional construct for perceived service quality in the banking context. Switching can be viewed as an optimization problem for customers; customers review the potential gains of switching to another service provider against the costs of leaving the service provider. As banks do not provide tangible products, their service quality is usually assessed through service provider’s relationship with customers. Thus, banks should pay attention towards their employees’ skills and knowledge; assessing customers’ needs and offering fast and efficient services.

Gestaltpädagogische Elemente in der Berufspädagogik. Potentielle Erträge gestaltpädagogischer Ansätze für die berufliche Bildung. Konzepte, Fundierung, Realisierungsformen.

Gestaltpädagogische Elemente in der Berufspädagogik Potentielle Erträge gestaltpädagogischer Ansätze für die berufliche Bildung - Konzepte, Fundierung, Realisierungsformen - Zusammenfassung: Berufsausbilder, Berufsschullehrer und Trainer in der Aus- und Weiterbildung werden heute mit vielfältigen Veränderungen konfrontiert. Aufgrund des Technikeinsatzes zeigt sich in vie-len Unternehmen ein Wandel der beruflich organisierten Arbeit. Die wirtschaftlichen, techni-schen und sozialen Systemzusammenhänge werden zunehmend komplexer, dynamischer, enger vernetzt und normativ unbestimmter. Die technologische Entwicklung, vor allem der Kommunikationsmedien, hat eine Temposteigerung der Informationsübermittlung zur Folge, die gleichzeitig das Wissen erhöht. Mit der Forderung nach Schlüsselqualifikationen und der Wiederentdeckung ganzheitlicher Arbeitssituationen ist das Bestreben nach Bildungskonzep-ten verbunden, die mit der Herausbildung von Kompetenzen, wie vernetztes, system- und handlungsbezogenes Denken in komplexen Kontexten, Abstraktionsvermögen, systemati-sches Verständnis von Organisationsinterdependenzen, Selbstständigkeit, Selbstverantwor-tung, soziale, methodische und kommunikative Kompetenz und Innovationskraft korrespon-dieren. Unter dem Blickwinkel der Gestaltpädagogik fällt auf, dass die Berufspädagogik Methoden und Techniken in der betrieblichen Aus- und Weiterbildung nutzt, die wesentliche Elemente der Gestaltpädagogik enthalten. Eine konkrete theoretische Fundierung und Einbettung in die Berufspädagogik fehlt jedoch bisher. Die primäre Zielsetzung der Arbeit ist, die theoretischen Grundlagen der Gestaltpädagogik herauszuarbeiten und sie mit der Berufspädagogik in Verbindung zu bringen. An Beispielen wird aufgezeigt, wie gestaltpädagogische Aspekte in die betriebliche Aus- und Weiterbildung einfließen. Dabei werden unter anderem auch die Grenzen und Potentiale der Gestaltpädago-gik für die Berufspädagogik betrachtet. Die theoretische und praktische Relevanz der Arbeit ergibt sich daraus, dass erstmals berufs-pädagogische Vorgehensweisen der Praxis im Hinblick auf gestaltpädagogische Aspekte un-tersucht wurden. Die wesentlichen Forschungsergebnisse dieser Arbeit lassen sich wie folgt zusammenfassen: In der betrieblichen Aus- und Weiterbildung kommen Methoden und Vorgehensweisen zum Einsatz, die oberflächlich betrachtet gestaltpädagogischen Charakter haben. Jedoch werden die gestaltpädagogischen Grundgedanken, wie z.B. eine ganzheitlich umfassende Persönlich-keitsentwicklung, persönlich bedeutsames Lernen, Förderung der sozialen Interaktionsfähig-keit oder die Förderung der Autonomie in der betrieblichen Bildungsarbeit auf ein Minimum reduziert. Die gestaltpädagogischen Methoden und Vorgehensweisen werden überwiegend auf ökonomische Zwecke hin ausgerichtet und funktionalisiert eingesetzt. Man kann sagen, dass sich die betriebliche Praxis mit der Aneinanderreihung von kreativen Übungen zufrieden gibt, und eine Tendenz zu erlebnisaktivierenden Vorgehensweisen zu erkennen ist.

Fujaba Days 2011

Fujaba is an Open Source UML CASE tool project started at the software engineering group of Paderborn University in 1997. In 2002 Fujaba has been redesigned and became the Fujaba Tool Suite with a plug-in architecture allowing developers to add functionality easily while retaining full control over their contributions. Multiple Application Domains Fujaba followed the model-driven development philosophy right from its beginning in 1997. At the early days, Fujaba had a special focus on code generation from UML diagrams resulting in a visual programming language with a special emphasis on object structure manipulating rules. Today, at least six rather independent tool versions are under development in Paderborn, Kassel, and Darmstadt for supporting (1) reengineering, (2) embedded real-time systems, (3) education, (4) specification of distributed control systems, (5) integration with the ECLIPSE platform, and (6) MOF-based integration of system (re-) engineering tools. International Community According to our knowledge, quite a number of research groups have also chosen Fujaba as a platform for UML and MDA related research activities. In addition, quite a number of Fujaba users send requests for more functionality and extensions. Therefore, the 8th International Fujaba Days aimed at bringing together Fujaba develop- ers and Fujaba users from all over the world to present their ideas and projects and to discuss them with each other and with the Fujaba core development team.

Modeling, Estimation, and Control of Robot-Soil Interactions

This thesis presents the development of hardware, theory, and experimental methods to enable a robotic manipulator arm to interact with soils and estimate soil properties from interaction forces. Unlike the majority of robotic systems interacting with soil, our objective is parameter estimation, not excavation. To this end, we design our manipulator with a flat plate for easy modeling of interactions. By using a flat plate, we take advantage of the wealth of research on the similar problem of earth pressure on retaining walls. There are a number of existing earth pressure models. These models typically provide estimates of force which are in uncertain relation to the true force. A recent technique, known as numerical limit analysis, provides upper and lower bounds on the true force. Predictions from the numerical limit analysis technique are shown to be in good agreement with other accepted models. Experimental methods for plate insertion, soil-tool interface friction estimation, and control of applied forces on the soil are presented. In addition, a novel graphical technique for inverting the soil models is developed, which is an improvement over standard nonlinear optimization. This graphical technique utilizes the uncertainties associated with each set of force measurements to obtain all possible parameters which could have produced the measured forces. The system is tested on three cohesionless soils, two in a loose state and one in a loose and dense state. The results are compared with friction angles obtained from direct shear tests. The results highlight a number of key points. Common assumptions are made in soil modeling. Most notably, the Mohr-Coulomb failure law and perfectly plastic behavior. In the direct shear tests, a marked dependence of friction angle on the normal stress at low stresses is found. This has ramifications for any study of friction done at low stresses. In addition, gradual failures are often observed for vertical tools and tools inclined away from the direction of motion. After accounting for the change in friction angle at low stresses, the results show good agreement with the direct shear values.

Tubular Organization of SnO₂ Nanocrystallites for Improved Lithium Ion Battery Anode Performance

Porous tin oxide nanotubes were obtained by vacuum infiltration of tin oxide nanoparticles into porous aluminum oxide membranes, followed by calcination. The porous tin oxide nanotube arrays so prepared were characterized by FE-SEM, TEM, HRTEM, and XRD. The nanotubes are open-ended, highly ordered with uniform cross-sections, diameters and wall thickness. The tin oxide nanotubes were evaluated as a substitute anode material for the lithium ion batteries. The tin oxide nanotube anode could be charged and discharged repeatedly, retaining a specific capacity of 525 mAh/g after 80 cycles. This capacity is significantly higher than the theoretical capacity of commercial graphite anode (372 mAh/g) and the cyclability is outstanding for a tin based electrode. The cyclability and capacities of the tin oxide nanotubes were also higher than their building blocks of solid tin oxide nanoparticles. A few factors accounting for the good cycling performance and high capacity of tin oxide nanotubes are suggested.

Transformaciones y evolución de las fuentes del derecho administrativo colombiano a partir de los tratados de integración

Esta tesis producto del trabajo de investigación se planteo sobre las bases de un derecho administrativo interno creado para resolver los problemas suscitados al interior del Estado en consonancia con los postulados constitucionales, teniendo en cuenta el artículo 4° en que se establece la supremacía de la Constitución y los artículo 9°, 93, 94 y 224 al 227 que ordenan el desarrollo del derecho de integración en el marco de los países Latinoamericanos y del Caribe, por lo que surge la imperiosa necesidad de armonizar el derecho de la integración con el ordenamiento jurídico nacional y en especial con el derecho administrativo quien deberá recepcionar el mencionado ordenamiento supraestatal, alterando las tradicionales concepciones de las fuentes de este derecho interno. Por lo tanto, desde la perspectiva del derecho administrativo comprendido como un derecho legislado que regula las relaciones entre el Estado y los particulares en el que prevalece el “principio de legalidad” de los actos administrativos, se puede intuir que constituye un problema jurídico los impactos derivados de los tratados de integración, donde nos preguntamos sí las categorías de fuentes actuales del derecho administrativo son las adecuadas para abordar la recepción de estas disposiciones Por lo que al explorara las incidencias en el derecho administrativo con ocasión de la recepción del derecho de integración con particular énfasis en la Comunidad Andina, identificamos que uno de los rasgos más distintivos del ordenamiento jurídico andino, como el de otros esquemas de integración, proviene del discutido concepto de supranacionalidad. Dentro de la teoría jurídica contemporánea la comprensión de este término trae una novísima concepción que al mismo tiempo es respetuosa de la soberanía interna de los Estados miembros, la cual permite el surgimiento del nuevo ente común donde es posible la distribución de competencias en la reglamentación de ciertos ámbitos entre autoridades multilaterales y nacionales, conservando su propia autonomía. Este concepto ha permitido que en el ordenamiento comunitario andino, a semejanza de lo que acontece en el derecho interno de los Estados, exista un sistema de control de las normas jurídicas garantizado por una jurisdicción contenciosa-administrativa ejercida a través del Tribunal de Justicia de la Comunidad Andina. Lo que en definitiva incide en el derecho administrativo interno al encontramos frente a ordenamientos independientes, como lo son los del derecho de integración, en los que se producen, aplican y ejecutan normas según las reglas de juego adoptadas para ese efecto por los Estados miembros, que dependerán del marco del proceso de integración y su armonización con las normas internas. Es por ello, que en el resultado final de esta tesis se constata la aparición de nuevas fuentes de legalidad, donde ya no sólo se contemplará la ley y la jurisprudencia, ésta última posicionada con el devenir del tiempo debido a su pertinencia, como lo podemos contrastar con la expedición del Nuevo Código de Procedimiento Contencioso Administrativo (L. 1437/11) que aún no ha entrado en vigencia, en donde se resalta la importancia del Precedente Judicial a partir de las sentencias de unificación del Consejo de Estado. Pero más allá, de este nuevo reconocimiento legislativo, el sistema de fuentes establecido se verá alterado en su jerarquía con el derecho que nace con ocasión de los tratados de integración, lo que aún no se refleja en este nuevo Código, el cual no prevé la aplicación de las nuevas fuentes de legalidad.

Reintegro y permanencia universitaria en Bogotá : el caso de la Facultad de Ingeniería de la Universidad Distrital, 2000-2009

El presente trabajo de investigación, estudia a través del caso de la cohorte del 2000 de la Facultad de Ingeniería de la Universidad Distrital, el tipo de coyuntura que le permitió a este grupo de jóvenes reingresar a la Universidad y culminar la carrera al haber tenido que abandonarla en un primer momento, por problemas socio-económicos y/o académicos. Por medio del estudio del reintegro universitario, este trabajo se enmarca en el campo, poco explorado, de la existencia y efectividad de medidas de "segundas oportunidades" educativas que las instituciones de educación superior le ofrecen a estudiantes que por problemas de orden estructural se ven obligados a abandonar la Universidad.

Revisión sistemática de la literatura: efecto de los rellenos inyectables en la región periorbitaria

Introducción: El conocimiento actual de la fisiopatología del envejecimiento periorbitario justifica la aplicación de materiales de relleno inyectables, dado que se enfocan en la restauración del volumen perdido en esta zona, convirtiéndose en una excelente alternativa a procedimientos quirúrgicos que remueven el tejido excedente. Sin embargo los efectos y la seguridad de esta naciente tendencia terapéutica aún no se sustentan en una sólida base científica. El objetivo de esta revisión es identificar el material de relleno inyectable más adecuado para el manejo de los defectos volumétricos estéticos de la región periorbitaria. Metodología: Se realizó una búsqueda exhaustiva de los artículos indexados publicados del 1º de enero de 2.000 al 30 de septiembre de 2.013, en diversas bases de datos electrónicas, se seleccionaron catorce publicaciones, se extrajo la información referente a datos demográficos, la intervención, el seguimiento y los desenlaces y se realizó un análisis de 14 estudios que cumplieron los criterios. Resultados: Todos los artículos incluidos poseían un bajo nivel de evidencia y del grado de recomendación. Todos los materiales de relleno se asociaron a altos niveles de satisfacción para el paciente, adecuada mejoría de la apariencia estética y similares efectos colaterales, el ácido hialurónico fue el material de relleno inyectable más utilizado en la región periorbitaria. Discusión: Los materiales de relleno inyectable mejoran los defectos volumétricos estéticos de la región periorbitaria pero es necesaria mayor evidencia para determinar el tipo relleno más apropiado para esta condición.

Proyecto de Emprendimiento T S.A.S

T es una nueva opción de té Premium que combina té tradicional con las frutas exóticas colombianas, diferenciado de la competencia actual por un empaque individual y práctico que potencializa el color y sabor en la infusión, una experiencia visual en cuanto a empaque y presentación, además de agregar glamur, gracias a sus originales tés de autor. Con los cuales se desea satisfacer a los verdes, personas con altos ingresos, preocupados por su salud e imagen, abiertos a nuevas culturas y que exigen la calidad de un producto. Para satisfacer estas necesidades T, propone a tan exigente segmento un producto de una calidad integral, potencializando el sabor de las frutas, el color, la textura y transformando totalmente la ingeniería de empaque, priorizando tanto la genuinidad de la materia prima como la presentación (diseño de vanguardia), conservando todos los beneficios y atributos de la fruta en su estado natural y sabores característicos, creando una experiencia total y única para el consumidor.

On blame-freeness and reciprocity: an experimental study

The theory of reciprocity is predicated on the assumption that people are willing to reward nice or kind acts and to punish unkind ones. This assumption raises the question as to how to define kindness. In this paper we offer a new definition of kindness that we call “blame-freeness.” Put most simply, blame-freeness states that in judging whether player i has been kind or unkind to player j in a social situation, player j would have to put himself in the strategic position of player i, while retaining his preferences, and ask if he would have acted in a manner that was worse than i did under identical circumstances. If j would have acted in a more unkind manner than i acted, then we say that j does not blame i for his behavior. If, however, j would have been nicer than i was, then we say that “j blames i” for his actions (i’s actions were blameworthy). We consider this notion a natural, intuitive and empirically relevant way to explain the motives of people engaged in reciprocal behavior. After developing the conceptual framework, we then test this concept in a laboratory experiment involving tournaments and find significant support for the theory.

Caracterización de los hábitos alimentarios en población pediátrica de cuatro instituciones escolares

Introducción: La obesidad infantil ha venido en aumento en los últimos años y Colombia no es ajena a esta problemática. Uno de los lugares para intervención son los planteles educativos, en los cuales los escolares son quienes escogen sus alimentos. En el presente estudio se pretendió caracterizar los hábitos alimentarios de una población pediátrica en cuatro instituciones educativas, con el fin de conocer las prioridades infantiles en cuanto a la escogencia de los alimentos, y por ende generar recomendaciones. Metodología: Se realizó un estudio descriptivo multicéntrico que presenta los resultados de encuestas dirigidas a escolares entre 8 y 18 años, usuarios de tiendas escolares. Se realizó un análisis descriptivo de acuerdo a las preferencias de alimentación por institución, por género y por edad entre otros. Resultados: Se incluyeron un total de 512 escolares. La distribución por género y edad fue similar en las cuatro instituciones educativas. Entre los alimentos de preferencia predominaron los alimentos empaquetados, pizza, helados y en menor proporción las frutas. En cuanto a las bebidas predominó la gaseosa y té en botella. Entre las razones para escoger los alimentos predominó “el sabor” seguido de la “facilidad y rapidez” para su consumo; y la principal razón para no escoger los alimentos fue el precio. Discusión: Es necesario hacer intervención desde una temprana edad para generar hábitos de alimentación saludable y equilibrada, al igual que se debería tener un programa de detección de hábitos alimentarios inadecuados en las instituciones escolares para así poder combatirlos.

Sensitivity of the ERA40 reanalysis to the observing system: determination of the global atmospheric circulation from reduced observations

The impact of selected observing systems on the European Centre for Medium-Range Weather Forecasts (ECMWF) 40-yr reanalysis (ERA40) is explored by mimicking observational networks of the past. This is accomplished by systematically removing observations from the present observational data base used by ERA40. The observing systems considered are a surface-based system typical of the period prior to 1945/50, obtained by only retaining the surface observations, a terrestrial-based system typical of the period 1950-1979, obtained by removing all space-based observations, and finally a space-based system, obtained by removing all terrestrial observations except those for surface pressure. Experiments using these different observing systems have been limited to seasonal periods selected from the last 10 yr of ERA40. The results show that the surface-based system has severe limitations in reconstructing the atmospheric state of the upper troposphere and stratosphere. The terrestrial system has major limitations in generating the circulation of the Southern Hemisphere with considerable errors in the position and intensity of individual weather systems. The space-based system is able to analyse the larger-scale aspects of the global atmosphere almost as well as the present observing system but performs less well in analysing the smaller-scale aspects as represented by the vorticity field. Here, terrestrial data such as radiosondes and aircraft observations are of paramount importance. The terrestrial system in the form of a limited number of radiosondes in the tropics is also required to analyse the quasi-biennial oscillation phenomenon in a proper way. The results also show the dominance of the satellite observing system in the Southern Hemisphere. These results all indicate that care is required in using current reanalyses in climate studies due to the large inhomogeneity of the available observations, in particular in time.

Chemical composition observed over the mid-Atlantic and the detection of pollution signatures far from source regions

The atmospheric composition of the central North Atlantic region has been sampled using the FAAM BAe146 instrumented aircraft during the Intercontinental Transport of Ozone and Precursors (ITOP) campaign, part of the wider International Consortium for Atmospheric Research on Transport and Transformation (ICARTT). This paper presents an overview of the ITOP campaign. Between late July and early August 2004, twelve flights comprising 72 hours of measurement were made in a region from approximately 20 to 40°W and 33 to 47°N centered on Faial Island, Azores, ranging in altitude from 50 to 9000 m. The vertical profiles of O3 and CO are consistent with previous observations made in this region during 1997 and our knowledge of the seasonal cycles within the region. A cluster analysis technique is used to partition the data set into air mass types with distinct chemical signatures. Six clusters provide a suitable balance between cluster generality and specificity. The clusters are labeled as biomass burning, low level outflow, upper level outflow, moist lower troposphere, marine and upper troposphere. During this summer, boreal forest fire emissions from Alaska and northern Canada were found to provide a major perturbation of tropospheric composition in CO, PAN, organic compounds and aerosol. Anthropogenic influenced air from the continental boundary layer of the USA was clearly observed running above the marine boundary layer right across the mid-Atlantic, retaining high pollution levels in VOCs and sulfate aerosol. Upper level outflow events were found to have far lower sulfate aerosol, resulting from washout on ascent, but much higher PAN associated with the colder temperatures. Lagrangian links with flights of other aircraft over the USA and Europe show that such signatures are maintained many days downwind of emission regions. Some other features of the data set are highlighted, including the strong perturbations to many VOCs and OVOCs in this remote region.

The relationship between diffuse spectral reflectance of the soil and its cation exchange capacity is scale-dependent

Diffuse reflectance spectroscopy (DRS) is increasingly being used to predict numerous soil physical, chemical and biochemical properties. However, soil properties and processes vary at different scales and, as a result, relationships between soil properties often depend on scale. In this paper we report on how the relationship between one such property, cation exchange capacity (CEC), and the DRS of the soil depends on spatial scale. We show this by means of a nested analysis of covariance of soils sampled on a balanced nested design in a 16 km × 16 km area in eastern England. We used principal components analysis on the DRS to obtain a reduced number of variables while retaining key variation. The first principal component accounted for 99.8% of the total variance, the second for 0.14%. Nested analysis of the variation in the CEC and the two principal components showed that the substantial variance components are at the > 2000-m scale. This is probably the result of differences in soil composition due to parent material. We then developed a model to predict CEC from the DRS and used partial least squares (PLS) regression do to so. Leave-one-out cross-validation results suggested a reasonable predictive capability (R2 = 0.71 and RMSE = 0.048 molc kg− 1). However, the results from the independent validation were not as good, with R2 = 0.27, RMSE = 0.056 molc kg− 1 and an overall correlation of 0.52. This would indicate that DRS may not be useful for predictions of CEC. When we applied the analysis of covariance between predicted and observed we found significant scale-dependent correlations at scales of 50 and 500 m (0.82 and 0.73 respectively). DRS measurements can therefore be useful to predict CEC if predictions are required, for example, at the field scale (50 m). This study illustrates that the relationship between DRS and soil properties is scale-dependent and that this scale dependency has important consequences for prediction of soil properties from DRS data

Remediation of soils contaminated with petrol and diesel with lime

Lime treatment of hydrocarbon-contaminated soils offers the potential to stabilize and solidify these materials, with a consequent reduction in the risks associated with the leachate emanating from them. This can aid the disposal of contaminated soils or enable their on-site treatment. In this study, the addition of hydrated lime and quicklime significantly reduced the leaching of total petroleum hydrocarbons (TPH) from soils polluted with a 50:50 petrol/diesel mixture. Treatment with quicklime was slightly more effective, but hydrated lime may be better in the field because of its ease of handling. It is proposed that this occurs as a consequence of pozzolanic reactions retaining the hydrocarbons within the soil matrix. There was some evidence that this may be a temporary effect, as leaching increased between seven and 21 days after treatment, but the TPH concentrations in the leachate of treated soils were still one order of magnitude below those of the control soil, offering significant protection to groundwater. The reduction in leaching following treatment was observed in both aliphatic and aromatic fractions, but the latter were more affected because of their higher solubilty. The results are discussed in the context of risk assessment, and recommendations for future research are made.