The unfair portrayal of islam in western media Free Essay Example, 1750 words

The unfair portrayal of Islam in the West Ever since the 9/11 attacks this world has been a completely different place for the Muslims. It is so ironical that after these events the concept of Islam has completely transformed in the minds of the western community. Muslims all over the world are now seen with contempt and hatred by the western community. This is more like a generalization about the whole western world but to some extent it is true. Some important questions arise as to who is responsible for this drastic transformation? Why has such a change taken place? Why does West feel threatened by Islam? For how long this war between West and Islam will continue? What can be done to change the image of Islam in the minds of the western community? For decades there has been a social war between the west and Islam. Their concepts and culture differ from the very beginning. We will write a custom essay sample on The unfair portrayal of islam in western media or any topic specifically for you Only $17.96 $11.86/pageorder now There has always been a very well defined boundary between both the worlds. One cannot ignore the fact that power of the whole world lies in the hands of the West. The West sees Islam as a conservative religion and considers the followers of this religion as narrow-minded beings. Muslims all over the world are being discriminated and in some places it is even seen that they are humiliated. But this is more like digging into the past and gaining evidence on the basis of social sciences. The present scenario of the world is more important to answer the above mentioned questions (Shadid & Koningsveld 2002). It all started when the world was shaken by the 9/11 attacks on the World Trade Centre. According to the investigation reports it was found that the people responsible for these attacks were Muslims. This was the first time when the whole world came to know about Taliban and Al-Qaeda. These are Muslim groups that are believed to be the backbone of all terrorist activities going on in the present world. In the last decade this world has faced the most ominous terrorism events. A list of examples can be quoted where the West has linked Muslims to terrorism in the present day. London Bombings and Mumbai Bombings are a great example of such events. After the 9/11 attacks, London also fell as a victim to the terrorist activity. On July7, 2005 London’s transportation system was hit by deadly explosions. Three bombs exploded in the underground tubes and one explosion took place in a double Decker bus. Together these four suicide bombings took away the lives of fifty-six innocent p eople and left more than seven hundred and fifty injured.

The Cold War - 2069 Words

My research question is aimed at showing how the cold war led to establishment of supranational institutions and how realism as a level of analysis failed to predict the events that led to the end of the cold war? How the Cold War Led To Supranational Influences From the beginning of the Cold War there have been many tensions between the East and West superpowers. The proposal of the Marshal Plan of June 1947 put the integration of Europe on the map for international relations. The creators of the plan were afraid of the spread of the communist ideology to other outside Europeans outside the communist circle. It is in this way of thinking that the grand Domino Theory was established for the basis for the west to be involved in the†¦show more content†¦(Schwabe, 2001, p. 18) This policy was essentially the containment of communism spreading amongst Europe and the containment of a possible German rearmament in the future as means to appease the European community in America’s commitment to the integration of Europe. In support of this idea the Supranational structures of Europe were not very supportive and too much of the disappointment of the State Department planners in Europe. European cooperation leaned more towards intergo vernmental lines. This and the reluctance of Great Britain created a barrier for the supranationally unified Europe (Schwabe, 2001, p. 27) It is for this reason that under Kenann’s influence Dean Acheson preferred to have France as the leader for European Integration and not Great Britain. The continuing fear of Pro-Soviet West Germany pushed the State Department to vehemently support European integration which would as they thought â€Å"harness† a revived West Germany to the West. This was a well-known argument in the 1960’s in favor of supranational European integration as means to deploy the idea of â€Å"double containment†. (Schwabe, 2001, p. 30) In the west the scrambling for more or less independent nuclear deterrents did not fail to influence the attempts at European integration and thus the European Defense Community (EDC) was seen as the solve all and end all that would guarantee that the idea of double containment of

Empowerment in the Workplace - 3358 Words

Introduction I am actually going to look at two areas, Empowerment in combination with Delegation. Not only do I think I can improve in these areas but it will also improve the well being of my employees. I want people to feel about work how I did a few years back. You learnt and contributed as much as you could. You did not ‘clock watch and you were eager and hungry for more work I believe I was an empowered employee. The long hours I have been working has lead me to believe I need to empower my employees and also delegate successfully to them. When I actually go on holiday I find myself at work very late trying to ‘tidy up so I can go with a clear conscious. I find myself sharing more information in the day before I go on†¦show more content†¦Basically the mission statement is trying to raise my awareness and skill in the area of empowerment, being more conscious of the techniques used and needed to raise employee empowerment. When preparing the mission statement it was interesting to take note of the following: Both management and employees interpret empowerment from their own viewpoints to suit their own needs and build up expectations of what the programme will bring. For management, empowerment promises a more committed and involved workforce who are willing to take responsibility at lower levels. Whilst for employees, empowerment pledges autonomy and the ability to move to a more equitable position within their organization. The failure of these expectations to share similar intentions or goals means that the psychological contract between management and worker could fail, promoting feelings of is trust on both sides (Hill Huq, 2004) So when developing this mission statement I need to account not only management s perspective but the alternate view of the employee s perspective. Personal Mission Statement My name is x and my mission is to empower my employees. I want the individuals to become a team. I want my team to make personal sacrifices, perform beyondShow MoreRelatedEmpowerment in Workplace Essay2102 Words   |  9 PagesEmpowerment in workplace Introduction Empowerment is a buzzword in management field. It is a different form of organization from the traditional hierarchy. Many organizations have applied it into their management. Why is it so popular? what are its advantages? Are there some disadvantages in it? What difficulties it will bring to an organization when applied and what’s the solution? in addition, what is job redesign ? what is the association between it and employee empowerment? These are whatRead MoreUnderstanding Leadership And Empowerment Of The Workplace972 Words   |  4 PagesAnnotation Ba, B.-G. M. (2015). Understanding leadership and empowerment in the workplace. European Scientific Journal, 11(35), 342. Critical Summary of Article Employee empowerment has become an important strategic tool used by leaders of the 21st century. According to Ba (2015), a recent change in management style has led to the empowerment of employees in the workplace creating a situation where empowering followers is an assumed responsibility of all leaders and thought to be a motivationalRead MoreWomen in the Workplace: Work Life Balance and Equal Opportunity to Enhance Women Empowerment2973 Words   |  12 PagesLiterature Review Women in the Workplace: Work Life Balance and Equal Opportunity to Enhance Women Empowerment By Asih Budiati Swiss German University, Batch 19 I. EXECUTIVE SUMMARY More and more women now perceive employment and career paths are critically important to them and that parenting as an option is currently unattractive since they feel that parenting is incompatible with their career. Working women have the sense if they want to be succeeded; doing dual role both office and familyRead MoreEmpowerment - advantages and disadvantages1198 Words   |  5 Pagesempower is defined as to give official authority or legal power to therefore employee empowerment would be giving official authority and power to employees, or giving the employees responsibility for what they do. Employee empowerment, or just empowerment, has many positive and also many negative or controversial sides, throughout this paper I will discuss these points and discuss them in depth. Empowerment is a trend that has been hitting companies since the 1990 s. The movement had originallyRead MoreMotivation and Empowerment Essay1423 Words   |  6 PagesMotivation and Empowerment Paper Compare motivation and empowerment According to the reading motivation is the intensity of a person’s desire to engage in some activity. The motivation process is said to consist of six steps which are said to get one motivated, they are: an unsatisfied need, tension, drive, search behavior, satisfied need, and reduction of tension. Motivation is important to have in the workplace because this is what guides things to happen and will help initiate things toRead MoreEvaluate the Organization’s Involvement and Responsibility to the Community1482 Words   |  6 PagesMotivation and Empowerment Evelyn Hamilton, Aaron Pobleh and Regina Taylor CJA/474: Managing Criminal Justice Personnel November 26, 2012 Instructor: Pam McIver The term motivation and empowerment is a universal concept that is hoped to work towards the good of any organization. Motivation and empowerment does not come from rewards to employees but instead, recognition, responsibility and advancement. Leaders who are effective in motivating and empowering their staff have acquired a great achievementRead MoreEmpowering People in the Workplace1008 Words   |  5 PagesEmpowering People in the Workplace James C. Sciascia University of Phoenix November 14, 2005 Empowering People in the Workplace Managers are studying in-depth for different ways to implement empowerment techniques into their organizations. The term empowerment is making its way in today s corporations because all levels of management are cutting back the number of employees in their organizations. Management is reducing the volume of employees while the volume of work is increasing. A managerRead MoreIntegrating Strategy and Human Resource Management Essay1207 Words   |  5 Pages2013). Human resource management is important because it provides competitive advantages and helps to create workplace policies so that employees understand the rules and regulations, so that employees will understand what is expected of them (Greer, 2001, p. 122). In addition, the unifying theme of the role played by human resource management includes providing solutions that improve workplace conditions by integrating strategies and human resource management in organizations such as implementing programsRead MoreThe Leadership Authority, Empowerment, And The Quality Imperative Essay791 Words   |  4 Pagesfacets of leadership: leadership authority, empowerment, and the quality imperative. While each have distinct qualities and characteristics, they are closely connected. Of these three, empowerment is the focus of two peer-reviewed articles examined for correlation and contrast in this paper. Manning and Curtis refer to â€Å"Robert Cole, influential author and educator† (2015, p.177) and his series of principles that describe empowerment in the workplace. The principles include, â€Å"Trust in people; InvestRead MoreThe Regency Grand Hotel823 Words   |  4 Pagesfew employees of the hotel were transferred to other positions wh en the acquisition was done. They might not have the abilities to complete the full range of the new work. Junior and senior managers feel losing power because of the practice of empowerment. Several of them left the hotel. The problem in the hotel is the measurement of a major or a minor issue. There is not a definition or standard states what a major issue is. Most of the managers waste time on dealing with minor issues. The general

Should Marijuana Drugs Be Legalized - 932 Words

The subject of drugs has certainly been an issue that has been widely discussed. Over the years, it has always boiled down to whether all drugs should be legalized or not. While the United States has been arguing over the topic of for many years, countries, such as Portugal, have taken an alternative and very unique way to fight the war on drugs. In 2001, the Portuguese government decided to flip its war on drugs strategy entirely: It decriminalized them all (Aleem). At first, this strategy was greatly criticized because people believed that decriminalizing drugs would not solve Portugal’s problem. They believed that the country would fall into the abyss of increased drug usage, criminals, and corruption. Actually, none of that has happened, and 15 years later, the country is doing much better than it has before, especially in terms of usage rate and health (Aleem). I believe the United States should decriminalize drugs just like how Portugal did because decriminalizing drugs can actually reduce drug use and its consequences, improve public safety and health, and can make a positive economic impact. In the United States, using drugs come with very harsh consequences. These consequences include addiction, jail time, and drug related deaths. These same consequences can be seen in Portugal before their drug decriminalization, but have reduced immensely after 2001. When we think about drugs, we think about children and teens succumbing into peer pressure to use drugs. WhileShow MoreRelatedShould the drug marijuana, that most try to not be associated with, be legalized? Or should it be500 Words   |  2 PagesShould the drug marijuana, that most try to not be associated with, be legalized? Or should it be legalized for prescribed for those individuals who suffer serious or chronic medical illnesses such a cancer or arthritis? Should it even be legalized at all? Legalization of marijuana draws a huge concern to people across the country. It could raise revenue through tax dollars for the states or our country, put drug dealers out of business, or even reduce the number of thefts and robberies occurringRead MoreShould Marijuana Be Legalized?849 Words   |  4 Pageswhether marijuana should be legalized. Around 23 states have legalized marijuana for medical and recreational use. In the state of Illinois, medicinal use of marijuana has been passed on April 17, 2013. Since January 2014, patients are able to obtain marijuana with a doctor s recommendation. The new debate is whether marijuana should be legalized for the general public as a recreational drug. Although some believe that marijuana is harmless, and that it has beneficial medicinal uses, marijuana shouldRead MoreLegalization Of Marijuan It Is A Criminal1470 Words   |  6 Pagesago, CNN the world s most recognized news station. They were showing a story about how medical marijuana helped a three years old girl, who was suffering from a several epilepsy. From the story, this three year old girl could have a hundreds of seizures within a day. However, one day his father, who was a retired military, he ma de a research and found a good testimonies about how a medical marijuana helped these men, children, and women with the same condition as his daughter. Therefore, he decidedRead MoreJail Time For A Fair Crime?1295 Words   |  6 Pagesnames that the infamous drug, marijuana is known by. Marijuana has been smoked for many years now. This drug has gotten so popular amongst high schoolers and college students. Even the President of the United States has smoked pot once in his life. This drug’s popularity has increased over the years that some states have even legalized the drug, due to it being so popular. However, with the use of such an illegal drug come consequences. Many people who have used this drug, face charges against themRead MoreEssay on Legalization of Marijuana, Cocaine, and Prescription Pills1713 Words   |  7 PagesStates, there are many drugs that are outlawed due to their supposed harmful and dangerous effects on humans. Some of these drugs include marijuana , cocaine, heroin, and prescription pills that are abused by people to whom they are not prescribed. Recent movements have called for the legalization of all of these drugs. Although it appears that legalization of all drugs on the market seems like a valid movement, in reality, all hard drugs such as cocaine and prescription pills should remain illegal becauseRead MoreShould Marijuana Be Legalized?812 Words   |  4 PagesKush, Pot, Weed, Mary Jane, marijuana is known by many names. Americans perceive marijuana as an awful drug. But have americans discovered that marijuana has be known to contribute good and bad qualities for the human body. Americans should legalize marijuana because there has been no evidence that anyone has ever died of marijuana overdose, Marijuana is a safer drug than others, and Marijuana has a lower risk of addiction than most legalized drugs. To begin with, Marijuana was first known to be discoveredRead MoreShould Marijuana Be Legalized?1456 Words   |  6 Pagesuse of marijuana is illegal in over half of the United States, but it is still the third most popular recreational drug in the United States. The debate for this drug to be legal has been going on for many years; some states have legalized the drug for medical use, and some for recreational use as well. Other states seem to disagree; they are not in favor of making the drug legal for medical use or recreational use. It has been proven that marijuana has a positive impact on society. Marijuana shouldRead MoreEssay on Speech on Legalization of Marijuana in Brazil870 Words   |  4 Pageson Legalization of Marijuana in Brazil Good morning class mates. Today I am going to discuss the legalization of marijuana in Brazil. I strongly believe marijuana should be legalized. I am not here to encourage anyone to use or not use marijuana. Yet I do believe that many current problems may and can be solved by its legalization. Marijuana is the most popular drug in Brazil after tobacco and alcohol. Discrimination is the reason why marijuana has still not been Read MoreEssay about Should Marijuana Be Legalized in the United States?1569 Words   |  7 PagesThe topic of legalizing recreational marijuana in the United States has been a very controversial one. States such as Colorado and Washington have gone on the offensive and have legalized recreational marijuana and have enjoyed the high revenues brought in from cannabis sale. On the other hand other states have kept low profiles because they are wary of the possible negative outcomes of legalizing recreational marijuana and are using the states of Colorado and Washington as guinea pigs to see whatRead MoreWhy Not Legalize Marijuana? Essay1173 Words   |  5 PagesMarijuana should be legalized for both recreational and medicinal use because the US economy can reap significant benefits from legalization as well as create an influx of jobs and also to reduce street and gang disputes relating to marijuana. Also, mari juana should be legalized because it has been dealt an unfair hand by society and is justifiably safer than most know it to be. First, marijuana should be legalized in the US for both recreational and medicinal purposes because there is a very substantial

Multicultural Counseling Traditions and Expressions

Question: Discuss about the Multicultural Counselingfor Traditions and Expressions. Answer: Introduction Culture is conventions, standards, traditions, expressions, history, and qualities shared in a society. In the first place, understanding society helps us to know how others decipher their condition. We understand that culture shapes how people see their world and how they function. Culture shapes individual and relating qualities and attitudes, including insight's about what works and what doesn't work, what is helpful and what is not, what looks good and what does not. In understanding a general public we ought to maintain a strategic distance from slant that can undermine them. It propels positive characteristics of a particular assembling and mirrors a valuation for social differences. Finally, it expect a section in the change of prosperity and human organization transport program. Culture makes us human cultures depending on the profession, educational, nationality, religious or spiritual beliefs, sexuality, generational, family and gender. Culture influence our daily ways of d oing things how we carry our work, behavior and style, use of language, how we solve conflicts challenges and problems, negotiations and relationship creating (Axelson 1993).. Multicultural exhorting is the thing that happens when a specialist control works with a customer from another party and how that may impact coordinated efforts that happen inside the coordinating relationship either being spiritualism and most significant feeling of being, sexual presentation, sex, age and improvement, budgetary class, family history, and even geographic zone. The underlying stage in convincing multicultural managing is to recognize and perceive the differentiations between the professional and customer. Before carrying out interactions with people from different cultures, you need to enquire in some things to avoid hurting them emotionally or bringing up chaos. Learning what not to what to say and what not to, their likes and dislikes instinctive societies will talk at different volumes, be pretty much direct in demonstrating their feelings, they might hope to take part in less talking. When speaking with individuals from different societies, be set up to experienc e such contrasts, including ones that you didn't know. About the culture of the people you are about to interact with by asking or getting information from the relevant sources what to do and When communicating with a different culture, there may be unwritten rules about the culture. Example, you may originate from a culture where men and ladies are relied upon to connect similarly with each other. Correspondingly, you might speak with somebody who expects that a more youthful individual ought to give a more established individual a chance to do the talking the more youthful to tune in and talk lesser, while you trust individuals crosswise over age gatherings to convey similarly. At the point when you do not comprehend somebody, or surmise that he or she didn't have any acquaintance with you, you say something in regards to it. Abstain from being inconsiderate or hostile, clarify the issue. It is normally preferred to be precious stone over releasing an issue in correspondence strip ped, to prevent huge problems later. You may use words like come up again or ask whether you are paging the same way. Speaking should be slowly and clearly avoiding random shouting, using formal language avoiding your foreign language, using correct non-verbal actions maintaining proper eye contact (Gladding, 2012). Enhancing Multicultural Counseling To enhance multicultural counseling one has to have personal strengths. Example, inviting critique from people and accepting it openly even though receiving review 's hard and significantly more hard to request and recognize input freely. One ought to start welcoming investigate and expressing gratitude toward partners for offering it; peers empower you to be reasonable and sensible evaluator (Ivey, Zalaquett, 2013). Perceive that Partners' Character The appraisal may not be appreciated but of any gathering or affiliation, and evaluators may have little control over how people experience or decipher their objectives. Building coalitions with evaluators who differ in race, ethnicity, sexual presentation, gender, or spiritualism. Commentators help to decide the legitimacy, worth, and viability of projects and arrangements that influence multicultural populaces. Along these lines, examiners can change the lives of others. Multicultural ability is about what is yet to be found right now; it is logically particular, investigate diverse individuals on numerous measurements and in better places; this is training. Partners who give off an impression of being intentionally uncooperative might be simply responding to your non-verbal communication, administration style, and history from past assessments, or different variables. Looking at your strategies, investigating your procedure will make you more acquainted with an assortment of systems, along these lines improving your capacity to recognize, identify, and control estimation inclination in testing and other appraisal instruments. Limitations to multiculturalism are oppression to rights to express views and values, freedom of tolerance and equality, rights to nat ional language, gender and right to express one's culture (Lee, 2014). Firmly held Beliefs Everyone I meet is the closest companion I don't know yet. The truth is we're altogether associated; we're all from a similar human family. We're all bodies conceived from stars that bite the dust and come back to the earth. At regular intervals is the most essential of my life. You can let this day, this minute, be fresh out of the plastic new, or you can flounder in the past and stress over the future. You can make today a gift and a blessing, or you can misuse it. When you go about as though today is an unfathomable chance to love completely and give your endowments profoundly, new universes will start to open that you didn't know could exist. By serving myself in the first place, I can better serve the world. The more you deal with yourself, the more noteworthy you grow your ability for helping others. It's as basic as that. And at any rate, if you trust that the world is you then by not serving yourself, you're harming the world. Is that what you need? Is that the sort of case y ou need to set? Helping yourself isn't egotistical; it's one of the most profound indications of watching over others you can appear (Zunker, 2002). Attitudes and Values Influence your Vehavior Towards Others. Manners either good or bad, old fashioned or trending may change mood depending on the perceptive of the other person. Pride measures the value of humility in a person or even things one is proud of being it activities or ownership. Clothes, this depends on the activity either formal or informal and lastly family life, the way of interaction with the people around you which makes you become who you are (Robinson Bradley 2005). In conclusion, culture makes us human cultures depending on the profession, educational, nationality, religious or spiritual beliefs, sexuality, generational, family and gender. Before carrying out interactions with people from different cultures, you need to enquire in some things to avoid hurting them emotionally or bringing up chaos. Multicultural skill is what is yet to be found right now; it is logically particular, investigate diverse individuals on various measurements and in better places; this is training. We should respect other people's culture to promote a peaceful coexistence with others in the community. References Ivey, A., Ivey, M., Zalaquett, C. (2013). Intentional interviewing and counselling: Facilitating client development in a multicultural society. Nelson Education. Lee, C. C. (Ed.). (2014). Multicultural issues in counselling: New approaches to diversity. John Wiley Sons. Gladding, S. T. (2012). Counselling: A comprehensive profession. Pearson Higher Ed. Zunker, V. G. (2002). Career counselling: Applied concepts of life planning. Wadsworth Publishing Company. Nelson-Jones, R. (2002). Diverse goals for multicultural counselling and therapy.Counselling Psychology Quarterly,15(2), 133-143. Collins, S., Arthur, N. (2007). A Framework for Enhancing Multicultural Counselling Competence.Canadian Journal of Counselling,41(1), 31-49. Axelson, J. A. (1993).Counseling and development in a multicultural society. Thomson Brooks/Cole Publishing Co. Robinson, B., Bradley, L. (2005). Multicultural Counselling: Research on Perceptions of School Counsellors.Guidance Counselling,21(1), 30-35.

Effect of Information Technology free essay sample

EFFECTS OF INFORMATION TECHNOLOGY ON CUSTOMERS’ SATISFACTION IN NIGERIAN FINANCIAL INSTITUTIONS. By ERNEST E. INYANG, A. D. O. OTONKUE AND JUDE U. BASSEY ABSTRACT Information technology may be considered to be the harnessing of electronic technology in its various forms to improve the operations and profitability of the business as a whole. Information Technology provides significant improvements with facilities such as word processing (improving secretarial, typing and some reprographic services) communication facilities in the form of electronic mail, databases in relation to filing and data retrieval. Such advances improves business efficiency eliminating unnecessary delays in communication between different parts of the organization and dealing with routine filing and correspondence. KEY WORD: INFORMATION TECHNOLOGY, CUSTOMER’S SATISFACTION INTRODUCTION This research is the lack of investigation on the effects of information technology in delivering service to customers, especially in the financial services sector. Hence, this research work hinges on the effect of an information technology enabled electronic delivery channel on overall customer satisfaction. This is the assumption that higher customer satisfaction leads to sustainable revenue growth and profitability. This claims is based on the arguments provided in Heskett etal (1997) that profit and growth are estimated primarily by customer loyalty and loyalty is a direct result of customer satisfaction. This research work is undertaken with a view to finding out whether good performance of Nigerian financial institutions is largely due to implementation of information technology and also to improve upon the existing marketing activities of Nigerian financial institutions, so as to ave high customers’ satisfaction. For the purpose of this study the hypothesis tested is: Ho:Information Technology has no positive impact on customers’ satisfaction in Nigerian financial institution. Hi:Information Technology has positive impact on customers’ satisfaction in Nigerian financial institutions. This research work is significant in the sense that it would help to identify ways of improving the services of Nigerian financial institutions. It may also serve as a basis on which future research on information technology and customer satisfaction may be based. REVIEW OF SOME RELATION LITERATURE According to Kinshnan etal (1999), financial service companies have products such as current and servings accounts and in some cases may also offer insurance policies. An interesting aspect of financial service companies is that they do not fully fit into the mould of full service industries that offer tangible products and full service industries. The notion of quality in financial service firms is quite different from that in manufacturing companies. The nature of the financial service industry is such that its products are mostly intangible for instance, in an investment company, the product delivered is not the stock certificate, but the investment it represents, as well as the peripheral services such as online account services and accurate periodic reports. Since customers do not view the actual product as a full product, the service accompanying the product is very important in consequence, in modeling overall customer satisfaction for financial service companies, it is important to include both product and service attributes. Prior research has identified specific attributes to quality that are linked to customer satisfaction in both manufacturing and service industries (Garvin 1988, Zeithamal etal, 1990). Research on service quality has generally investigated the quality attributes of certain service encounters (Zeithamal etal, 1990). There is a paucity of research and guidance in understanding the drivers of overall customer satisfaction at the firm level. This is true especially for multi-channel firms that are increasingly becoming the norm in the financial services sector Frei (etal, 1995). Roth and Jackson (1995), in one of the few rigorous empirical studies on the financial service industry identified the determinants of service quality in the banking industry. The analysis indicated that the quality of customer interface positively influences service quality. However, the study used a composite measure for the quality of customer interface that includes various factors such as responsiveness to customer inquiries, accuracy of account statements, timeliness of mailing account statements, customer complaints and processing errors. According to Kinshnan etal (1999), in the financial services business, the notion of customer interface is multifaceted and may vary, depending upon the channel of service delivery. While all the service encounters mostly involve the customer in one way or the other the nature of personal interactions with customers at branches differs from that of IT enabled automated delivery channels. There is a need for a deeper understanding of this distinction for firms to leverage overall customer satisfaction. Different components of the customer interface may have varying impacts on satisfaction across the customer population. METHODOLOGY The various information generated in the course of this research were obtained through participatory observations of twenty–four selected financial institutions and through questionnaires administered to the management and the customers of the selected financial institutions. The set of questions asked from the respondents were such that will elicit more information concerning the institutions internal operation especially in relation to customers’ satisfaction with the operations of the institutions. In the course of this research work, a good number of respondents randomly selected were interviewed. The information targeted by the research work include the following: a. Sourcing of the institutions information technology equipment such as the computer systems and the peripherals. b. Effectiveness of the institution’s channels of distribution. c. Satisfaction of the customers in the operations of the financial institution. Analysis of variance (ANOVA) and correlation coefficient are used to analyze the data. Analysis of variance technique makes use of the F-formula and drastically reduces computational labour involved in many samples. The ANOVA procedure is based on the mathematical theory that the independent sample data can be made to yield two independent estimates of the population variance, namely, within group variance estimate and between group variance estimate. The ANOVA formula for the computed F–ratio is: F = MSSB/MSSW at a = 0. 05 and n – 1, m-1 degrees of freedom. Where: MSSB is the mean squares of between groups MSSW is the mean squares of within groups Decision rule:- If the calculated F – value is less than the tabulated (critical) value then HO is accepted. And if the calculated value then the difference is significant and H0 is rejected. The surveyed customers were given a list of fire effects on lickert rating as follows:- 1. Very good 4 points 2. Good3 points 3. Average or fair2 points 4. Poor or Bad1 p0int 5. No Answer0 point Six factors were considered in the analysis. These are: a. Quality of computerization. (QCOMPUT) b. Quality of institutions services vis- a – vis the use of computing facilities (QSVC). C. Impact of Information Technology on customers satisfaction (ITIMPACT). d. Level of computerization (IT LEVEL). e. Effects of computerization on customers’ waiting time (WAITIME). f. Overall customers’ satisfaction with financial institutions services (OSATIS). DATA ANALYSIS AND DISCUSSION OF RESULTS DATA ANALYSIS The averaged responses from the selected financial institutions on the factors are as shown in Table 1 DISCUSSION OF RESULTS The ANOVA table analyses the variability of the customers’ satisfaction. The F – column displays the ratio of the mean square for the regression to the mean square error of the residuals. This is called the F – ratio. A large value shows that the regression may be statically significant. The ratio is approximately 14. 52. This shows that the result is statistically significant. The correlation coefficient expresses the strength of the relationship on a search ranging from -1 to +1. a positive value close to +1 indicates a strong positive relationship in which an increase in one variable implies an increase in the value of the second variable. A negative correlation indicates that an increase in the first variable signals a decrease in the second variable. From the correlation Table 1, there is a positive correlation between the level of information technology (column 6) and overall customer satisfaction (column 4). In terms of Hypothesis Testing, the will hypothesis â€Å"there is no positive relationship between level of Information Technology and overall customer satisfaction is rejected. Hence, the level of information technology has a positive impact on customer’s satisfaction in Nigerian financial institutions. The results obtained from the response show that the introductions of computing facilities was greatly improved the services of financial institutions. There was 10% response for effect of IT on reduced waiting time. For quality of service vis–a–vis computerization there were 70. % responses for High Quality, 25% for Good Quality and 4. 2% for No Answer. This shows that the Quality of financial services with respect to computerization is High with respect to Quality of computerization there were 50% responses for High Quality, 45. 8% for Good Quality and 4. 2% for Average. This shows that the Quality of computerization ranges between High Quality and Good Quali ty not all the financial institutions have attained High Quality of computerization. Based on the level of Information Technology implementation, there were 20. 8% responses for High level, 75. % for Average level and 4. 2% for No answer. The figures show that the financial institutions have just attained the average level of Information Technology Implementation on the impact of Information Technology on customers’ satisfaction, there were 100% responses for positive impact. This shows that Information Technology has positive impact on customer’s satisfaction in financial institutions. It is also discovered that all the financial institutions considered responded that their areas of computer applications are word processing, payroll processing and communications. CONCLUSION AND RECOMMENDATIONS The world is dynamic. Also, the nature of needs and wants of the generality of consumers keep on changing. It goes without saying that any organization intending to maintain a good level of profitability and improved performance has to be duly prepared for all these changes and cope favorably with them. This calls for effective implementation of appropriate information technology to accommodate these changes with minimum stress. Though it is recognized that Information Technology would certainly cost a lot of capital, it would be a good and productive investment. Computers and telecommunication systems have become very important as delivery system and productivity tools of electronic data and information. Nigeria financial institutions have now realized that financial services to day require prompt delivery of services, efficiency and the ability of customers to be served in any of their branches in any part of the country, without any encumbrances. As a result of these, financial institutions are embarking on the use of computer applications software, internet facilities that can help them to provide efficient, comprehensive and nationwide services to their customers. And these have resulted in an overwhelming customers satisfaction. To function effectively and competitively, the financial institutions should: a. Lay emphasis and rely heavily on Information Technology b. Introduce a sound quality management programme that would ensure that Information Technology implementation Products meet the requirements of Nigerians. c. Create an awareness of IT opportunities into the business planning process. REFERENCES Berk K. N. Carey P. (2000). â€Å"Data Analysis with Microsoft Excel. † USA: Duxbury Thomas Learning Centre. Bowen, J. W Hedges, R. B. (1993). â€Å"Increasing service quality in Retail Banking. † Retail Banking Journal 15(3). pp. 21, 28. Fornel C. , Ryan, M. J. West Brook R. A. (1999). â€Å"Customer satisfaction: The key to Retention MOBIBUS† 9(3), pp 14-18. Grifell–Tatje, E. Lovell, CAK (1999): â€Å"Profits and Productivity†, Management Science, vol 45, No 9 Sept. 1999, pp. 1177 – 1193. Harker, P. T. Zenious (1999) â€Å"Performance of Financial Institutions†. Management Science vol. 45, No. 9 Sept. 1999. Krishna K. (2009): â€Å"Trade Investment and Growth†. Nexus, analysis and prognosis. Roth and Jackson (1995): Strategic Determinant of Service Quality and performance: Evidence from the Banking Industry; management science 41(11), pp 1720 – 1733 Soteriou, A. (1999): â€Å"Operations Quality and Profitability in the Provision of Banking Services. † Management Science 49(9), pp. 1221 – 1238. TABLE 1 AVERAGE RESPONSES OF RESPONDENTS |FIN INSTI |WAITIME |Gcompt |gsvc |OSATIS |ITIMPACT |TOTAL |ITLEVEL | |1 |5 |4 |4 |3 |3. |19. 6 |39. 2 | |2 |3. 6 |4 |4 |3. 6 |5 |20. 2 |4 | |3 |3 |3 |3. 6 |4 |4 |17. 6 |3 | |4 |5 |3. 6 |3. 6 |4 |5 |21. 2 |3. 6 | |5 |5 |4 |4 |3. 6 |4. 3 |20. |4 | |6 |3. 6 |5 |4. 3 |4. 3 |4 |21. 2 |3. 3 | |7 |4 |3. 6 |5 |5 |4. 3 |21. 9 |5 | |8 |3 |4 |4 |4. 3 |4 |19. 3 |4 | |9 |3. 6 |5 |4 |4 |4. 3 |20. |4 | |10 |5 |5 |5 |5 |4 |24 |5 | |11 |4 |4 |5 |5 |4 |22 |4 | |12 |4 |5 |5 |4 |5 |23 |5 | |13 |3 |4 |3 |4 |4 |18 |5 | |14 |3. |4 |3. 6 |3 |5 |18. 9 |4. 3 | |15 |3. 6 |4 |5 |5 |5 |22. 6 |5 | |16 |4 |3. 6 |4. 3 |4 |4 |19. 9 |3. 6 | |17 |5 |4 |4 |4 |4 |21 |4 | |18 |3. |4. 3 |4 |4. 3 |4 |20. 2 |4. 3 | |19 |4 |3. 6 |3. 6 |4 |4. 6 |19. 8 |4 | |20 |3 |3. 6 |4 |4 |5 |19. 6 |3. 6 | |21 |5 |4 |4 |4. 6 |5 |22. |3. 6 | |22 |5 |4 |4 |3. 6 |4. 3 |20. 9 |4 | |23 |4 |3 |4 |4 |4 |19 |4 | |24 |3. 6 |4 |4 |5 |4 |20. 6 |5 | The tabulated or critical value of F – using the F – table is as shown in the ANOVA table. ANOVA: Single Factor |Source of variation |SS |DF |MS |F |P-Value |F-critical | |Between Groups: |5602. 5023 |6 |933. 75038 |1452. 132 |32. 18E-137 |2. 1553035 | |Within Groups: |103. 52625 |161 |0. 6430202 | | | | |Total |5706. 285 |167 | | | | | Decision: The calculated F – value is 1452. 132. the critical F-value is 2. 15. Since the calculated F – value is greater than the tabulated F-value. Ho is rejected and H1 is accepted which implies that information technology has positive impact on customers satisfaction in Nigerian financial institution. THE CORRELATION COEFFICIENT TABLE IS AS SHOWN BELOW |Column 1 |Column 2 |Column 3 |Column 4 |Column 5 |Column 6 | |Column 1 |1 | | | | | | |Column 2 |0. 116777 |1 | | | | | |Column 3 |0. 197878 |0. 369635 |1 | | | | |Column 4 |-0. 6824 |0. 130663 |0. 580463 |1 | | | |Column 5 |-0. 04909 |0. 006001 |0. 037217 |-0. 08049 |1 | | |Column 6 |-0. 09995 |0. 315265 |0. 373817 |0. 465422 |0. 128972 |1 | KEY: Column 1 – WAITIME; Column 2 – QCOMPT; Column 3 – QSVC; Column 4 – OSATIS; Column 5 – ITIMPACT, Column 6 – ITLEVEL