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.

Effect of market-driven minigrids on the frequency stabilization process of isolated middle-sized power grids

Neueste Entwicklungen in Technologien für dezentrale Energieversorgungsstrukturen, erneuerbare Energien, Großhandelsenergiemarkt, Mini- und Mikronetze, verteilte Intelligenz, sowie Informations- und Datenübertragungstechnologien werden die zukünftige Energiewelt maßgeblich bestimmen. Die derzeitigen Forschungsbemühungen zur Vernutzung aller dieser Technologien bilden die Voraussetzungen für ein zukünftiges, intelligentes Stromnetz. Dieses neue Konzept gründet sich auf die folgenden Säulen: Die Versorgung erfolgt durch dezentrale Erzeugungsanlagen und nicht mehr durch große zentrale Erzeuger; die Steuerung beeinflusst nicht mehr allein die Versorgung sondern ermöglich eine auch aktive Führung des Bedarf; die Eingabeparameter des Systems sind nicht mehr nur mechanische oder elektrische Kenngrößen sondern auch Preissignale; die erneuerbaren Energieträger sind nicht mehr nur angeschlossen, sondern voll ins Energienetz integriert. Die vorgelegte Arbeit fügt sich in dieses neue Konzept des intelligenten Stromnetz ein. Da das zukünftige Stromnetz dezentral konfiguriert sein wird, ist eine Übergangsphase notwendig. Dieser Übergang benötigt Technologien, die alle diese neue Konzepte in die derzeitigen Stromnetze integrieren können. Diese Arbeit beweist, dass ein Mininetz in einem Netzabschnitt mittlerer Größe als netzschützende Element wirken kann. Hierfür wurde ein neues Energiemanagementsystem für Mininetze – das CMS (englisch: Cluster Management System) – entwickelt. Diese CMS funktioniert als eine von ökonomischorientierte Betriebsoptimierung und wirkt wie eine intelligente Last auf das System ein, reagierend auf Preissignale. Sobald wird durch eine Frequenzsenkung eine Überlastung des Systems bemerkt, ändert das Mininetz sein Verhalten und regelt seine Belastung, um die Stabilisierung des Hauptnetzes zu unterstützen. Die Wirksamkeit und die Realisierbarkeit des einwickelten Konzept wurde mit Hilfe von Simulationen und erfolgreichen Laborversuchen bewiesen.

Simulation on the process of fatigue crack initiation in a martensitic stainless steel

Die vorliegende Arbeit beschäftigt sich mit der Computersimulation des Rissinitiierungsprozesses für einen martensitischen Stahl, der der niederzyklischen Ermüdung unterworfen wurde. Wie auf der Probenoberfläche beobachtet wurde, sind die Initiierung und das frühe Wachstum dieser Mikrorisse in hohem Grade von der Mikrostruktur abhängig. Diese Tatsache wurde in mesoskopischen Schädigungsmodellen beschrieben, wobei die Körner als einzelne Kristalle mit anisotropem Materialverhalten modelliert wurden. Das repräsentative Volumenelement (RVE), das durch einen Voronoi-Zerlegung erzeugt wurde, wurde benutzt, um die Mikrostruktur des polykristallinen Materials zu simulieren. Spannungsverteilungen wurden mit Hilfe der Finiten-Elemente-Methode mit elastischen und elastoplastischen Materialeigenschaften analysiert. Dazu wurde die Simulation zunächst an zweidimensionalen Modellen durchgeführt. Ferner wurde ein vereinfachtes dreidimensionales RVE hinsichtlich des sowohl dreidimensionalen Gleitsystems als auch Spannungszustandes verwendet. Die kontinuierliche Rissinitiierung wurde simuliert, indem der Risspfad innerhalb jedes Kornes definiert wurde. Die Zyklenanzahl bis zur Rissinitiierung wurde auf Grundlage der Tanaka-Mura- und Chan-Gleichungen ermittelt. Die Simulation lässt auf die Flächendichten der einsegmentige Risse in Relation zur Zyklenanzahl schließen. Die Resultate wurden mit experimentellen Daten verglichen. Für alle Belastungsdehnungen sind die Simulationsergebnisse mit denen der experimentellen Daten vergleichbar.

An Inquiry of Changes in Environmental Governance by Community-driven Process

Urban environmental depletion has been a critical problem among industrialized-transformed societies, especially at the local level where administrative authorities’ capacity lags behind changes. Derived from governance concept, the idea of civil society inclusion is highlighted. Focusing on an agglomerated case study, Bang Plee Community in Thailand, this research investigates on a non-state sector, 201-Community organization, as an agent for changes to improve urban environments on solid waste collection. Two roles are contested: as an agent for neighborhood internal change and as an intermediary toward governance changes in state-civil society interaction. By employing longitudinal analysis via a project intervention as research experiment, the outcomes of both roles are detected portrayed in three spheres: state, state-civil society interaction, and civil society sphere. It discovers in the research regarding agglomerated context that as an internal changes for environmental betterment, 201-Community organization operation brings on waste reduction at the minimal level. Community-based organization as an agent for changes – despite capacity input it still limited in efficiency and effectiveness – can mobilize fruitfully only at the individual and network level of civil society sectors, while fails managing at the organizational level. The positive outcomes result by economic waste incentive associated with a limited-bonded group rather than the rise of awareness at large. As an intermediary agent for shared governance, the community-based organization cannot bring on mutual dialogue with state as much as cannot change the state’s operation arena of solid waste management. The findings confine the shared governance concept that it does not applicable in agglomerated locality as an effective outcome, both in terms of being instrumental toward civil society inclusion and being provocative of internal change. Shared environmental governance as summarized in this research can last merely a community development action. It distances significantly from civil society inclusion and empowerment. However, the research proposes that community-based environmental management and shared governance toward civil society inclusion in urban environmental improvement are still an expectable option and reachable if their factors and conditions of key success and failure are intersected with a particular context. Further studies demand more precise on scale, scope, and theses factors of environmental management operation operated by civil society sectors.

Reuse in the development process of TOSCANA systems

TOSCANA is a graphical tool that supports the human-centered interactive processes of conceptual knowledge processing. The generality of the approach makes TOSCANA a universal tool applicable to a variety of domains. Only the so-called conceptual scales have to be designed for new applications. The presentation shows how the use of abstract scales allows the reuse of formerly defined conceptual scales. Furthermore it describes how thesauri and conceptual taxonomies can be integrated in the generation of conceptual scales.

Patent DE10 2004 037 519 B4 “Sensor Process and Device for Determining a Physical Value“. A Proof of Concept

At present, a fraction of 0.1 - 0.2% of the patients undergoing surgery become aware during the process. The situation is referred to as anesthesia awareness and is obviously very traumatic for the person experiencing it. The reason for its occurrence is mostly an insufficient dosage of the narcotic Propofol combined with the incapability of the technology monitoring the depth of the patient’s anesthetic state to notice the patient becoming aware. A solution can be a highly sensitive and selective real time monitoring device for Propofol based on optical absorption spectroscopy. Its working principle has been postulated by Prof. Dr. habil. H. Hillmer and formulated in DE10 2004 037 519 B4, filed on Aug 30th, 2004. It consists of the exploitation of Intra Cavity Absorption effects in a two mode laser system. In this Dissertation, a two mode external cavity semiconductor laser, which has been developed previously to this work is enhanced and optimized to a functional sensor. Enhancements include the implementation of variable couplers into the system and the implementation of a collimator arrangement into which samples can be introduced. A sample holder and cells are developed and characterized with a focus on compatibility with the measurement approach. Further optimization concerns the overall performance of the system: scattering sources are reduced by re-splicing all fiber-to-fiber connections, parasitic cavities are eliminated by suppressing the Fresnel reflexes of all one fiber ends by means of optical isolators and wavelength stability of the system is improved by the implementation of thermal insulation to the Fiber Bragg Gratings (FBG). The final laser sensor is characterized in detail thermally and optically. Two separate modes are obtained at 1542.0 and 1542.5 nm, tunable in a range of 1nm each. Mode Full Width at Half Maximum (FWHM) is 0.06nm and Signal to Noise Ratio (SNR) is as high as 55 dB. Independent of tuning the two modes of the system can always be equalized in intensity, which is important as the delicacy of the intensity equilibrium is one of the main sensitivity enhancing effects formulated in DE10 2004 037 519 B4. For the proof of concept (POC) measurements the target substance Propofol is diluted in the solvents Acetone and DiChloroMethane (DCM), which have been investigated for compatibility with Propofol beforehand. Eight measurement series (two solvents, two cell lengths and two different mode spacings) are taken, which draw a uniform picture: mode intensity ratio responds linearly to an increase of Propofol in all cases. The slope of the linear response indicates the sensitivity of the system. The eight series are split up into two groups: measurements taken in long cells and measurements taken in short cells.

An Experimental Multimedia Process Control Room

The centralised control rooms of large industrial plants have separated people from the processes they should control. Perception is restricted mainly to the visual sense. Only telephone or radio links provide narrow-band voice communication with maintenance personnel down in the plant. Multimedia equipment can perceptionally bring back the operator into the plant while bodily keeping him the comfortable and safe control room. This involves video and audio transmission from process components as well as sights and sounds artificially generated from measurements. Groupware systems support inter-action between operators, engineers, and managers in different plants. With support from the German government, the state of Hessen, and industrial companies the Laboratory for Systems Engineering and Human-Machine Systems at the University of Kassel establishes an Experimental Multimedia Process Control Room. Core of this set-up are two high-performance graphics workstations linked to one of several process or vehicle simulators. Multimedia periphery includes video and teleconferencing equipment and a vibration and sound generation system.

The social dimension: a neglected policy item in the Bologna Process

Since its beginning in 1999, the Bologna Process has influenced various aspects of higher education in its member countries, e.g., degree structures, mobility, lifelong learning, social dimension and quality assurance. The social dimension creates the focus of this research. The social dimension entered the Bologna Process agenda in 2001. Despite a decade of reforms, it somehow remained as a vague element and received low scholarly attention. This research addresses to this gap. Firstly, different meanings of the social dimension according to the major European policy actors are analysed. Unfolding the understandings of the actors revealed that the social dimension is mostly understood in terms reflecting the diversity of population on the student body accessing to, progressing in and completing higher education, with a special concern on the underrepresented groups. However, it is not possible to observe a similar commonality concerning the actual policy measures to achieve this goal. Divergence occurs with respect to the addressed underrepresented groups, i.e., all underrepresented groups or people without formal qualifications and mature learners, and the values and institutional interests traditionally promoted by these actors. Secondly, the dissertation discusses the reflection of this social dimension understanding at the national level by looking at cases of Finland, Germany and Turkey. The in-depth analyses show an awareness of the social dimension among most of the national Bologna Process actors and a common understanding of the social dimension goals. However, this understanding has not triggered action in any of the countries. The countries acted on areas which they defined problematic before the Bologna Process. Finally, based on these findings the dissertation discusses the social dimension as a policy item that managed to get into the Bologna Process agenda, but neither grew into an implementable policy, nor drop out of it. To this aim, it makes use of the multiple streams framework and explains the low agenda status social dimension with: i. the lack of a pressing problem definition: the lack of clearly defined indicators and a comprehensive monitoring system, ii. the lack of a viable solution alternative: the proposal of developing national strategies and action plans closed the way to develop generic guidelines for the social dimension to be translated into national policy processes, iii. low political perceptivity: the recent trends opt for increasing efficiency, excellence and exclusiveness discourses rather than ensuring equality and inclusiveness iv. high constraints: the social dimension by definition requires more public funding which is less appreciated and strategic constraints of the actors in allocating their resources v. the type of policy entrepreneur: the social dimension is promoted by an international stakeholder, the European Students’ Union, instead of the ministers responsible for higher education The social dimension remains a policy item in the Bologna Process which is noble enough to agree but not urgent enough to act on.

Adsorption kinetic investigations of phthalocyanine derivatives self assembled monolayers (SAMs) on gold: Temperature influence on the SAM formation process and quality

The ordered nano-structured surfaces, like self-assembled monolayers (SAMs) are of a great scientific interest, due to the low cost, simplicity, and versatility of this method. SAMs found numerous of applications in molecular electronics, biochemistry and optical devices. Phthalocyanine (Pc) complexes are of particular interest for the SAM preparation. These molecules exhibit fascinating physical properties and are chemically and thermally stable. Moreover their complex structure is advantageous for the fabrication of switchable surfaces. In this work the adsorption process of Pcs derivatives, namely, subphthalocyanines (SubPcB) and terbium (2TbPc) sandwich complexes on gold has been investigated. The influence of the molecular concentration, chain length of peripheral groups, and temperature on the film formation process has been examined using a number of techniques. The SAMs formation process has been followed in situ and in real time by means of second harmonic generation (SHG) and surface plasmon resonance (SPR) spectroscopy. To investigate the quality of the SAMs prepared at different temperatures atomic force microscopy (AFM) and X-Ray photoelectron spectroscopy (XPS)measurements were performed. Valuable information about SubPcB and 2TbPc adsorbtion process has been obtained in the frame of this work. The kinetic data, obtained with SHG and SPR, shows the best conformance with the first order Langmuir kinetic model. Comparing SHG and SPR results, it has been found, that the film formation occurs faster than the formation of chemical bonds. Such, the maximum amount of molecules on the surface is reached after 6 min for SubPcB and 30 min for 2TbPc. However, at this time the amount of formed chemicals bonds is only 10% and 40% for SubPcB and 2TbPc, respectively. The most intriguing result, among others, was obtained at T = 2 °C, where the formation of the less dense SAMs have been detected with SHG.However, analyzing XPS and AFM data, it has been revealed, that there is the same amount of molecules on the surface at both temperature T = 2 °C, and T = 21 °C, but the amount of formed chemicals bond is different. At T = 2 °C molecules form aggregates, therefore many of available anchor groups stay unattached.

Embodiment and Manipulation Learning Process for a Humanoid Hand

Babies are born with simple manipulation capabilities such as reflexes to perceived stimuli. Initial discoveries by babies are accidental until they become coordinated and curious enough to actively investigate their surroundings. This thesis explores the development of such primitive learning systems using an embodied light-weight hand with three fingers and a thumb. It is self-contained having four motors and 36 exteroceptor and proprioceptor sensors controlled by an on-palm microcontroller. Primitive manipulation is learned from sensory inputs using competitive learning, back-propagation algorithm and reinforcement learning strategies. This hand will be used for a humanoid being developed at the MIT Artificial Intelligence Laboratory.