Tag Archives: Empathy

Empathy as a Peace Negotiation Strategy in an English Language Classroom: The Case of some Secondary Schools in Maroua (Published)

This paper investigates Empathic Teaching Practices by English Language teachers during their English language classes as a strategy to achieve better teaching goals thereby negotiating peace within them and enhancing development in their students. Using well-known principles of Rogers’ client-cantered therapy as theoretical framework, a questionnaire was designed and administered to some 19 English Language teachers from two secondary schools in Maroua to illicit data which later generated discussion on the subject matter. Findings revealed teachers lack of knowledge on empathy and differentiation. Further findings depicted English Language teachers lack of cognitive knowhow of the various background and deficits of learners they have in class and thus fail to constantly adopt empathic strategies that include all category of learners when planning language lessons, designing and developing classroom materials and assessment tasks and thus responsible for underachievement in language teaching and antagonism in the language classroom.

Keywords: Differentiation, Empathy, impaired learners, peace negotiation., teaching goals

Effect of Service Quality Dimensions on Customer Satisfaction: A Comparative Analysis of Pakistan Telecom Sector (Published)

The purpose of this study is to establish the relationship between service quality and customer satisfaction. Two main dimensions of service quality were taken i.e. reliability and empathy. This is a quantitative analysis and the data was collected in the form of communication-based questionnaires. The sample size was 400 respondents and four main telecom service providers were considered for the study. The results were calculated by analytical software SPSS-20. It was concluded that service reliability and service empathy both have an effect on customer satisfaction. It was also determined that some factors were more satisfactory than the others. The findings of study reveal that percentages of customer satisfaction change with the service quality dimensions of reliability and empathy. Overall, it can be established that there is a significant relationship between customer satisfaction and service quality dimensions of empathy and reliability.

Keywords: Customer Satisfaction, Empathy, Reliability, Service Quality

ASSESSING THE ROLE OF QUALITY SERVICE DELIVERY IN CLIENT CHOICE FOR HEALTHCARE: A CASE STUDY OF BECHEM GOVERNMENT HOSPITAL AND GREEN HILL HOSPITAL (Published)

Healthcare is one of the Ghana’s biggest sectors, in terms of revenue and Employment. With Ghanaians fast growing purchasing power, patients are willing to avail themselves with good quality healthcare deliveries. As a result, it is essential for health facilities to evaluate the quality of service being delivered.. Service Industries are now focusing on service quality so as to drive high levels of patients satisfaction (Kumar et al., 2008).This study sought to investigate the reason for client choice for a healthcare in Bechem Government Hospital and Green Hill Hospital. The research used quantitative research methods to collect and analyze data. The statistical Package for Social Sciences (SPSS) was used for quantitative data collection.From the respondents view point, the private hospital was rated better in terms of the reliability, responsiveness, empathy and tangibility as compared to Bechem Government Hospital. These means that management of Bechem Government Hospital need to improve more on these factors.Again, on the factors that affect quality healthcare delivery the private hospital was ranked higher than the public hospital (Bechem Government Hospital). The author therefore recommends the use of SERVQUAL model for the government Hospital used in this research. The SERVQUAL model will help the hospital to improve upon the gap identified in performing its service and consequently satisfy the patients.

Keywords: Bechem, Empathy, Government, Healthcare, Hospital, Reliability, Tangibles

Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya (Published)

The main aim of this study is to examine the effect of service quality dimensions on customer loyalty to the providers of retail banking services. It investigates the relationship between service quality dimensions and customer loyalty. To achieve this purpose, data was collected from a sample of 384 current customers of commercial banks on the five dimensions of service delivery: tangibility, reliability, responsiveness, assurance and empathy. The results indicate that all the dimensions of service quality have a positive and significant influence on customer loyalty in retail banking .This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer loyalty

Keywords: Assurance, Customer loyalty, Empathy, Reliability, Responsiveness, Service Quality, Tangibility