Policy Changes for Working and Single Parents

Policy Changes for Working and Single Parents Compare the way that successive governments have responded to the needs of working parents. Introduction This paper aims to compare the way that successive governments have responded to the needs of working parents. There will be a particular focus on women as working parents, particularly as there has been a focus over the last twenty years on women as single parents and their over-reliance on state benefits. The paper will begin with reference to the post-war welfare state and then move on to how both Conservative and Labour Government’s in recent years, have dealt with the issue of working parents’ needs. The Welfare State In 1942 Earnest Beveridge was concerned to combat the evils of poverty, disease and ignorance and he based his seminal report on this analysis. When the welfare state was set up one of its primary objectives was to support families by providing a range of services that would benefit families with children along with other services such as healthcare, education and housing. However, over time traditional concepts of the family with a male breadwinner, a stay at home wife and their children have changed. An ever increasing number of lone parent families has been problematic for governments during the last two decades. Lone parent families are almost always headed by a woman who has to combine childcare with work. This inevitably results in financial problems and means that lone parent families are among the poorest in the country (Moore, 2002). With lone parent families, and more married women going out to work because they are unable to manage on a single wage, there has been an increased need for a range of childcare services. The welfare state relies on the family because it provides the foundation for the provision of heal th and welfare services which is why most British social policy is based on the idea of the normal family. It was this notion that prompted Margaret Thatcher’s Government to call themselves the party of the family. This was a government where the New Right Approach to policy making became very influential. The only time that government should interfere in the corporate sector (that of the employers) was if one company had a monopoly and could control prices and access to goods. This belief in a free market economy soon became evident in Government policy making and was introduced into the health and education sectors. Privatisation was the order of the day. This was a Government which maintained that people had no automatic right to welfare. It was not the business of the state to look after you, rather people needed to learn to be responsible for their own care and their own future (Giddens, 2001). The conservatives made a distinction between those people who deserved help, people with physical or learning disabilities for example, and those who were not deserving, for example the young unemployed. These people, the Government believed were not entitled to any welfare provision. It was believed that the more the state helped some people the more they would not take responsibility and help themselves, Britain, they believed was becoming a dependency culture. Only those who were really in need should receive support and free healthcare and the rest should have to pay for it. Thus the Conservatives used means testing in an attempt to determine who was entitled to welfare and who wasn’t. Feminism and the Welfare State Feminists recognize that the welfare state has participated in advancing the cause of women’s emancipation. At the same time they recognize that the benefits paid fo lone mothers makes it difficult for them to leave violent or unsatisfactory relationships. The state tends to confine women to traditional relationships (maybe unintentionally) and to ‘women’s’ employment roles such as nursing or teaching (Moore, 2002). Feminists start from the position that men have more power in society than do women, however not all feminists are agreed in their approaches to the family and the welfare state. Thus many feminists have an ambivalent view of the welfare state and its relationship to women. Over the past twenty years feminists have written about, and critiqued, what they argue is the gendered nature of the welfare state and of Government policy making (Blackburn, 1995).[1] Blackburn (ibid) maintains that there has been a lot of important work which has challenged the ideologies that lay behind the 1942 Beveridge Report. Socialist feminists in particular were critical of the fact that women’s contribution to the war effort had been ignored. She maintains however, that rather than the Beveridge Report aiming to repress women, it was more a question of having to be mindful of the market forces in operation at that time. Pascall (1986) maintains that the underlying assumptions of the Beveridge Report were that married women would stay at home and be supported by their partners. There was no prediction of the vast number of married women who would enter the work place in the years following the Second World War. Pascall further maintains that this attitude has meant r esistant to reform and Britain tends to modify Beveridge’s findings rather than adhere to European rulings on equal opportunities. Pascall asserts that there is a need to put women in a picture that has been largely drawn by men (1986,p.6)[2]. Ideas centred on a man being able to earn enough to support a family benefited the capitalist economy and the working man at the expense of women (Barratt and Mackintosh, 1980). These writers further maintain that government policy making is still centred on the idea of a family wage. This notion is embedded in British society and has been a major reason for women’s continuing inequality with men. The idea that a man was entitled to earn a family wage but women were not has meant that women have, (and still do in a number of areas) earn less than men. Furthermore, the low pay which accompanies what is often termed ‘women’s work’ means that women’s choices are restricted and their economic powers within marriage have been reduced. Women and Policy Changes Women have been struggling to achieve equal status with men in the labour market since the late 1960s. Women’s efforts in this area saw the introduction of the Equal Pay Act in 1970. This said that women were entitled to the same pay as men if they were doing the same job. It became illegal under the Sex Discrimination Act of 1975 to discriminate against women in education, in employment, and in the provision of goods. These changes did not satisfy the European Court, which demanded a strengthening of Britain’s Equal Pay Act in 1982. There was a further amendment in 1984 which allowed that women were entitled to the same pay as men in their organizations. This rested on women being able to prove that their work involved the same kinds of decision making and skills as those carried out by men. It also meant that they should have equal access and an equal chance for promotion to that of men. Until the late 1980s girls were less likely than boys to achieve the requisite number of A levels to enter university. In recent years there have been concerns about the growing underachievement of boys compared to girls. Girls are matching or exceeding boys across the curriculum and thus there are more women entering higher education. This does not, however, give them much advantage in the job market where they are disadvantaged in comparison with males who have the same qualification levels ( Epstein, et al, 1998). Moore (2002), however, maintains that things are changing, men have more domestic responsibility than they did 20 years ago and also a much greater involvement with their children than in the past. The government has recognized this through their introduction of parental leave. In the past only mothers were entitled to such leave. Parental leaves means that both parents can take legitimate time off, but in many cases men’s leave is unpaid and so often not taken. Women in the Workplace Census figures for 1991 tend to suggest that at the time, the workforce was 47% women. Needless to say there were regional and ethnic variations and single women were more likely to be in paid work than married women. (Abbott and Tyler, 1995). maintain that this is due to the fact that women’s participation in the labour market is affected by their domestic responsibilities.Women spend time out of the labour market when they have young children and then may work part time while children are at school. Many women do not return to full employment until their children are older. There growing number of women in the workplace has resulted in more flexibility in working arrangements to accommodate that. Crompton (1997) maintains that much of this springs from the increase in the number of part-time jobs available. Millar (1993) states that flexible working may look encouraging in terms of women’s visibility in paid work, but it also means that there are more women living in poverty than ever before. Most of these women are part-time and flexible workers. The only interest such flexibility serves is that of the employer because there is a need to be more competitive and to reduce labour costs while at the same time expecting greater worker productivity (Giddens,2001). The introduction, in the 1970s, of family credit was a move to encourage more people to go back to work. Those with low paying jobs would receive payments from the state through family credit. Critics of this policy argued that although it did provide low income families with some extra money it provided no incentive for low paying employers to increase wages. Changing Policy: The Third Way New Labour came into power in 1997. They offered a ‘third way’ approach. It is really an updated model of the original welfare state with new right influences. One of its concepts is o rely on the importance of successful businesses to bring in the wealth for the rest of society and to increase employment levels. It also argues for an end to discrimination based on gender roles and on race, despite this it is still a party that holds to the concept of the traditional family. The present government promotes a more integrated approach to policy making thus the number of areas having an effect on benefits has been increased. Benefits are no longer the sole preserve of the Department for Work and Pensions, the Inland Revenue and the treasury have also become important providers with tax credit schemes being used to offer an alternative method of social protection. Family Credit was replaced by Working Families’ Tax Credits and Children’s Tax Credits in April 2001. These were meant to guarantee families a minimum weekly income.[3] New Labour have increased maternity grants, promised greater help with childcare, and believe that these methods will help bring British families out of the poverty trap (Moore, 2002). Despite these policy changes there are a number of disadvantages that parents, and particularly women, face when it comes to paid work. While some jobs are seen as offering more flexibility working part-time, Crompton (1997) argues that this can also put women at a disadvantage as it is generally lower paid, has less job security and less opportunity for promotion. Although child care arrangements do have an effect on women’s working patterns, lack of proper child care is not the only reason women do not participate more fully in the workplace. For example, while the number of women in work has continued to rise only a third of single mothers with young children are economically active (HMSO, 1999). Despite Government initiatives such as Sure Start Centres, most lone mothers may not have sufficient extra support to return to the workplace, or they may only be offered low paid work which may leave them worse off than they were on benefits. Moore (2002), however, maintains that although women have been discriminated against in policy making, things are changing, men have more domestic responsibility than they did 20 years ago and also a much greater involvement with their children than in the past. The government has recognized this through their introduction of parental leave. In the past only mothers were entitled to such leave. Parental leaves means that both parents can take legitimate time off, but in many cases men’s leave is unpaid and so often not taken. Having said this, according to the Guardian (15/12/1999) 50% of people said that the introduction of parental leave would increase their loyalty to their employers, There has been some redistribution of resources under Labour but their policies still have a lot of drawbacks. Job creation schemes have not really helped the situation and families in receipt of working tax credits can end up worse off than they were when they were unemployed. Changes in thei r hours and mistakes made by those who pay these credits has caused an uproar in the media and financial problems for many families as their money is stopped without any reason being given or any notice. Therefore such policies can be double-edged. Conclusion This paper has attempted to give some idea of the policies that relate to working parents and their children. The New Right approach was to bring in means testing and family credit and basically assume that people’s families should help them out. As such the Conservative Government of the 1980s and ‘90s did little to address the needs of working parents. New Labour on the other hand has specifically target policies at the family but some of their policy making has a double edge. Critics regard New Labour’s efforts at change as an indistinct set of policies that harks back to old labour but swings to the right in its ideology. The introduction of working family tax credit has been a double edged sword with a huge amount of overpayments. Although New Labour has attempted to introduce more and better childcare, what there is, is still insufficient and exorbitantly expensive. It might therefore be concluded that successive Governments tend to hold on to outdated notions of the family and of welfare and that these work against the interests of working families. Bibliography Abbott and Wallace, 1997 An Introduction to Sociology: Feminist Perspectives. London, Routledge Abbott and Tyler 1995 Ethnic variation in the female labour force: a research note†in British Journal of Sociology 46 pp 330-353 Allan, Graham and Crow, Graham 2001 Families, Households and Society: Basingstoke: Palgrave Barrett and Mcintosh 1980 â€Å"The family wage: Some problems for socialists and Feminists† Capitlalism and Class 11 pp51-72 Blackburn, S. 1995 â€Å"How useful are feminist theories of the welfare state† Women’s History Review 4 (3) p.369-394 Epstein et al 1998 Failing boys: Issues in Gender and Achievement Buckingham, OUP Giddens, A. 2001 4th edition. Sociology. Cambridge, Polity Press. HMSO 1999 Social Trends 29 London, HMSO Moore, S 2002 Social Welfare Alive (3rd ed) Cheltenham, Nelson Thorne Pascall, G. 1986 Social Policy: A Feminist Analysis London, Tavistock http://www.direct.gov.uk/MoneyTaxAndBenefits/BenefitsTaxCreditsAndOtherSupport/TaxCredits/fs/en 1 Footnotes [1] Blackburn, S. 1995 â€Å"How useful are feminist theories of the welfare state† Women’s History Review 4 (3) p.369-394 [2] Pascall, G. 1986 Social Policy: A Feminist Analysis London, Tavistock [3]http://www.direct.gov.uk/MoneyTaxAndBenefits/BenefitsTaxCreditsAndOtherSupport/TaxCredits/fs/en

Performance Based Pay for Teachers Essay -- Education Tests

"It is the mark of an educated mind to be able to entertain a thought without accepting it." - Aristotle On February 17, 2009, the American Recovery and Reinvestment Act was signed into law (US Dept of Education). According to the Executive Summary of the US Department of Education’s website the purpose of this act was to stimulate the economy, create jobs, and provide funding for education. To encourage education reform at the state level, the competitive grant program, â€Å"Race to the Top,† was implemented. This allowed states to apply for grants, provided that certain education reform was taking place within states’ schools. One particular condition under this campaign has led to much debate within our education system, implementing a pay system based on a teacher’s academic performance and the methods used to determine this (US Dept of Education). There are many ways to compile data on a teacher and determine that person’s performance. Teacher performance can be based upon classroom observation, a teacher’s continuing development and education, and students’ standardized testing scores. The controversy centers around using student test scores to determine the performance of a teacher and thus her pay. Scott Andes, a research analyst at the Information Technology and Innovation Foundation voices the merits of performance based pay with his article â€Å"Getting Serious with Education: Why Can We Measure Students but Not Teachers?† High School English teachers, Jordan Kohanim and Ashley Ulrich vehemently state why there is no merit with performance based pay with their article, â€Å"No Merit to Merit Pay Arguments.† In each article both sides debate how performance based or merit pay will affect students, teachers, schools, and com... ...ides to come together and implement a plan for better practices in assessing the performance of the nation’s teachers and its students. Works Cited "Race to the Top Executive Summary." US Department of Education Website. 20 Semptember 2010. Web . 2009. 16 November 2010 Andes, Scott. â€Å"Getting Serious About Education: Why Can We Measure Students But Not Teachers?" Progressive Fix Website. 28 July 2010. .16 November 2010 Aristotle. QuoteWorld.org. 2010. Web. . 16 November 2010 Kohanim, Jordan and Ashley Ulrich. "Teachers: No Merit to Merit Pay Arguments." Atlanta Journal-Constitution Website. 28 February 2010. Web. .16 November 2010

How does Bram Stoker create fear and suspense during Jonathan Harkers

How does Bram Stoker create fear and suspense during Jonathan Harker's encounter with the three young women in chapter three of Dracula? 'Dracula' was written 1897 and written in a first person diary format. The extract from chapter three tells us that Jonathan Harker is trapped in Draculas castle. He has discovered that he is alone with Dracula and in the previous chapter has seen him coming from one of the lower windows, climbing down the wall. Count Dracula has warned Jonathan Harker not to sleep in any other room in the castle but Jonathan has other ideas. "The Counts warning came into my mind, but I took a pleasure in disobeying it." This creates suspense as the reader feels apprehensive for Jonathan and wants to read on to reveal what actually happens. Jonathan then realises someone has appeared in the room with him. "I was not alone." This simple short sentence also creates tension as Jonathan realises he isn't in the room on his own and there are three young women with him. He feels they outnumber him as they do everything together and act as...

Of Mice and Men by John Steinbeck Essay -- John Steinbeck Mice Men Ess

Of Mice and Men by John Steinbeck John Steinbeck was born on 27 Feb 1902 in Salinas, California, not far from the area where Of Mice and Men is set. He attended Stanford University, but never settled to one area of study and left without obtaining a degree. In his twenties, he pursued a varied working life, including that of an itinerant ranch worker, similar to the characters portrayed in the novel. His early writings had some success, and established him as an author interested in social problems. 'Of Mice and Men' was first published in 1937, and was immediately successful, earning Steinbeck a wide reputation. Steinbeck enjoyed even greater success with the full-length novel The Grapes of Wrath (1939), which won him the Pulitzer Prize in 1940. He wrote a number of other novels such as Cannery Row and In Dubious Battle, as well as Short Stories such as The Red Pony and The Pearl. The latter two stories are frequently studied as school texts. However, most critics agree that Steinbeck's later works don't quite match up to his earlier efforts. Nevertheless, he was awarded the Nobel Prize for Literature in 1962 "...for his realistic as well as imaginative writings, distinguished by a sympathetic humour and a keen social perception.". Steinbeck died 20 Dec 1968. Overall Plot. George and Lennie are two migrant American labourers, who share a dream; that one day they may buy a farm, and Lennie will be able to take care of the rabbits. Although Lennie is physically very strong and has the body of a man, he has the mind of a child. The two men arrive on a ranch near the town of Soledad, where they are about to start work as barley buckers. On arriving there, they meet Candy, an old o... ...il the 'sof' things' that Lennie pets in the novel, showing that the petting grows more serious as the novel goes on. Describe in some detail the incident where Lennie crushes Curley's hand. What does this incident reveal about each of these two characters? While Curley is physically aggressive towards Lennie, his wife is sexually provocative. Show how these two characters create trouble for Lennie, and combine to cause his death. Many people in the novel suffer from disappointment. Choose any three of the following characters and discuss what reasons they have to be disappointed about their life: Crooks - Curley - George - Candy Which character do you feel most sorry for in this story? Explain your choice by referring closely to the events of the novel. Slim is the only character in the novel who is not handicapped in some way. Do you agree?

Prime Bank

1. 1 Introduction of the Report In the modern competitive environment, the pursuit of service quality is now considered to be an essential strategy. Offering a superior product is no longer sufficient, as firms in the 21st century economy compete on a much broader platform. In terms of the banking sector, service quality has become an increasingly important factor for success and survival (Cui, Lewis, & Park, 2003).Provision of high quality service aids in meeting several requirements such as customer satisfaction and its consequent loyalty and market share, soliciting new customers, improved productivity, financial performance and profitability (Collet, Lancier, & Olliver, 1990; Julian & Ramaseshan, 1994; Lewis, 1989, 1993; Llosa, Chandon, & Orsingher, 1998). It has also become an important research topic because of its important relationship to corporate marketing and financial performance.In the current study the researcher intends to find out the customer service performance of P rime Bank Limited and also compare the performance with other private sector banks. The Prime Bank Limited is a national banking group that is incorporated on the 12th February, 1995 as a consequence of relentless and decided efforts of a group of entrepreneurs having excellence of experience exposure in the different fields of industry, trade and commerce of Bangladesh.To prepare a specific and precise analysis on service quality performance, the researcher will consider the SURVQUAL model proposed by Parasuraman, Zeithaml, and Berry (1988) which consists of five key dimensions like reliability, responsiveness, assurance, empathy, and tangibles. 1. 2 Origin of the Study This report has been prepared as a requirement of the internship program of School of Business, North South University (NSU). The organization attachment started on 24 January 2010 and ended on 24th April 2010.This project on â€Å"Comparative Analysis of Customer Service Quality of Prime Bank Limited with other Pr ivate Commercial Banks† is assigned by Kazi Tozammel Huq, Assistant Vice President, Motijheel Branch, Prime Bank Limited (PBL) and it was approved by institution supervisor Mr. Muntasir Alam, Lecturer, School of Business, North South University (NSU). 1. 3 Purpose of the Study The purpose of the study is to make a comparative analysis of customer service quality of Prime Bank Limited with other private commercial banks.This study attempted to understand the customer perceptions on different service quality dimensions while dealing with these banks. The purpose is also to make recommendations for improving the quality and soundness of different services provided to the customers by Prime bank Limited. 1. 4 Statement of the problem In the current study, the researcher will use five important dimensions like reliability, responsiveness, assurance, empathy, and tangibles to find out the customer service quality of Prime bank Limited and thus compare the service quality with other private commercial banks in Bangladesh.The problem statement, then, is stated as follows: The current study will identify the customer service quality of Prime bank Limited considering key dimensions such as reliability, responsiveness, assurance, empathy, and tangibles and compare the performance with other private commercial banks in Bangladesh. 1. 5 Research Methodology 1. 5. 1 Research design As the purpose of this study is to make a comparative analysis of customer service quality of different private commercial banks, therefore descriptive research was undertaken to fulfill the main purpose of the study.The current study will compare the customer perceptions of service quality of Prime Bank Limited with the private commercial banks such as Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd under five key dimensions like tangibles, reliability, responsiveness, assurance, and empathy. This research will use a descriptive study to discover the ideas and insights of these different service quality dimensions. Therefore, the current study will be characterized as a descriptive study. 1. 5. 2 Sampling method For the current study, the researcher will use the customers of four ifferent private commercial banks such as Prime Bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd as the sample for the study. For this proposed study, the population will be the customers of different private commercial banks in Bangladesh. The researcher will use stratified random sampling to collect the sample for this study. In a recent study Sureshchandar, Rajendran, and Anantharaman (2003) have also utilized this sampling method to make a comparative analysis of customer perceptions of service quality in the banking sector.The stratification will be done based on the four different banks. From each of the banks, about 20 customers will be randomly selected and thus the sample size will be 80. Data have been collected using the â€Å"personal-contactâ €  approach, i. e. the respondents have been approached personally and given a detailed explanation about the survey. 1. 5. 3 Survey Instrument In the current study, the researcher will use a questionnaire to collect the data from the sample. Structured questionnaire will be used in this research. The questionnaire used in this study is comprised of two parts.The first part contains questions about personal profiles of the respondents including age, occupation and types of accounts currently holding. Then the next and final part includes expectations of respondents according to five dimensions. These dimensions are reliability, responsiveness, assurance, empathy, and tangibles. A seven-point Likert scale ranging from â€Å"strongly disagree = 1† to â€Å"strongly agree = 7† was used to measure the 21 items. This 21-item SURVQUAL scale is developed by Parasuraman, Zeithaml, and Berry (1988). Since Parasuraman et al. 1988) introduced the SERVQUAL instrument, many rese archers have also used, extended and developed this scale to study service quality in different sectors of the services industry (Fick & Ritchie, 1991; Babakus & Mangold, 1992; Coyle & Dale, 1993; Cronin & Taylor, 1992; Lewis & Pescetto, 1996; Smith, 1995; Buttle, 1996; Lam, Wong, & Yeung, 1997; Lim & Tang, 2000; Oldfield & Baron, 2000; Gounaris, Stathakopoulos, & Athanassopoulos, 2003). 1. 5. 4 Data Collection The study was conducted on the basis of both the primary and secondary ources of information. Primary data Primary data were collected through questionnaire from the customers of Prime Bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd. Secondary data Annual reports of PBL, Instruction circular of Head Office, Brochures of different Banks, online articles. 1. 5. 5 Data analysis procedure In the current situation, the proposed study is a comparative study which intends to analyze the customer service quality of Prime Bank Limited with other Private Commer cial Banks.As a result, after collecting the data the researcher will use Mean value to make the comparison among the banks considering the five dimensions of service quality measurement. Several studies have utilized the mean value to analyze the service quality dimensions (Joseph & Stone, 2003; Dotchin & Oakland, 1994; Cuthbert, 1996; Allred & Addams 2000). In this study, the researcher will also use factor analysis to analyze the data for the proposed study.The researcher intends to check if the scale items included in the questionnaire constituted a single dimension in the specific context of the different private commercial banks and then make a comparison between the banks. Some previous studies have also utilized factor analysis to study service quality of different service organizations (Cui, Lewis, & Park, 2003; Cuthbert, 1996; Arasli, Mehtap-Smadi, & Katircioglu, 2005). To analyze the data gathered from the survey Microsoft Excel 2003 and SPSS 12. 0 is utilized. 1. 5. 6 Su rvey Time The survey time for the current study is April, 2010. 1. 6 Limitations of the StudyThe major limitations of this study are given as follows a. There were some restrictions to have access to the information confidential by concern authority. b. For the comparative analysis only the branches of the four private commercial banks which are located in Gulshan, Banani and Mohakhali areas are selected to collect data for the research. c. In the current study only the perceptions of the customers regarding the service quality is measured. The expectations of the customers regarding the five dimensions of service quality could be measured in such study to evaluate the gap score between perceptions and expectations. . Sufficient records, publications regarding customer service were not available as per requirement. e. Non-cooperative behavior of some officials from few branches. 2. 1 Introduction of the Organization The Prime Bank Limited (PBL) is a national banking group that is in corporated on the 12th February, 1995 as a consequence of relentless and decided efforts of a group of entrepreneurs having excellence of experience exposure in the different fields of industry, trade and commerce of the country. It started operation as a commercial bank on the 17th April 1995 with a branch at Motijheel.At present the bank has 36 branches spread all over the country. It renders all types of commercial banking services to the customers of all strata in the society within the stipulations laid down the bank company act 1991 and rules and regulations formed by Bangladesh from time to time. Diversification of products and services and innovation of products suited to the needs of the customers in keeping with relevant rules and laws have made it different from other commercial banks of the country. PBL’s national business in personal banking, corporate banking and its markets are its special strengths.It maintains correspondent relationship with all over the bank s in countries. Prime Bank Limited is a forward looking and modern local bank with a record of sound performance. It is discarding its erstwhile conservative mould and in response to the current dynamic trends in locally financial activities, adopting an aggressive customer focused system. The effort that Prime Bank makes in order to portray the bank as a brand image is very strong and successful. The general image is that it is â€Å"trustworthy, efficient, helpful and committed†. The logo of the bank depicts the merger of confidence.Prime Bank Ltd. has already made significant progress within a very short period of its existences. The bank has been graded as a top class bank in the country through internationally accepted CAMEL rating. The Bank made satisfactory progress in all areas of business operation in 2004. Prime Bank offers all kinds of commercial corporate and personal banking services covering all segments of society within the framework of banking company Act and rules and regulations laid down by our central bank. Diversification of products and services include Corporate Banking, Retail Banking and Consumer Banking.Prime Bank Ltd. was designed to provide commercial and investment banking services to all types of customer ranging from small entrepreneur to big business firms. Besides investment in trade and commerce, the Bank participates in the socioeconomic development through the participation in priority sectors like agriculture, Industry, housing and self-employment. Prime Bank Ltd. want to establish, maintain, carry on transact Undertake and conduct all types of banking, financial all investment and trust business in Bangladesh and abroad. 2. 2 Mission of PBLTo build Prime Bank Limited into an efficient, market driven, customer focused institution with good corporate governance structure. Continuous improvement in our business policies, procedures and efficiency through integration of technology at all levels. 2. 3 Goals and Objectiv es of PBL Maximization of Profit through customer satisfaction is the main objective of the Bank. In addition, the others relevant objectives are: ? To be market leaders in high quality banking products and services. ? Active excellence in customer service through providing the most modern and advance technology in the different spheres of banking. To participate in the industrial development of the country to encourage the new and educated young entrepreneurs to under take productive venture and demonstrate their creativity and there by participate in the national development ? To provide credit facilities to the small and medium size entrepreneur located in urban & sub-Urban area and easily accessible by our branches. ? To develop saving attitude and making acquaintance with modern banking facilities. ? To inspire for undertaking small projects for creation employment through income generating activities. To play a significant role in the economic development of the country. 2. 4 Organogram of Prime Bank Limited 2. 5 Hierarchy of Prime Bank Limited 2. 6 Business Activities of PBL Prime Bank Limited provides a full range of products and services to its customers, some of which are mentioned below with a brief overview of the major business activities. Consumer Finance There are branches and finance centers under this division with a qualitative workforce of employees. Some of the services provided by this division are unsecured personal loans, credit cards, and vehicle related lease etc.Personal Banking There are branches with highly qualified workforce provide various kinds of loans, various types of accounts, cheques, card money etc. Corporate Banking & institutional Banking There are some branches under this division. The services provided by this division are International Trade Management, Institutional Banking, Custody and Cash Management. Custodial Service PBL equator fulfills its strategic commitment to provide custody and clearing services. Equatorâ €™s main focus is on the following: ? Commitment to quality ? Dedication to customer needs Sustained investment in people and systems International Trade Management This division is operational throughout the group and PBL’s core strength is trade finance and services. With an experience Prime Bank has developed knowledge of trade finance, which is world class. Principle services to importers include imports letter of credit, import bills for collection and back to back letters of credit facilities. Services provide to exporters include export letters of credit, direct export bills for collection, bulk letter of credit collection, bonds, and guarantees.Cash Management Prime Bank recognizes the importance of cash management to corporate and financial institutional customers, and offers a comprehensive range of services and liquidity management. Institutional Banking Through Prime Bank it is very well positioned to provide a wide range of services to institutional clients, commercial, merchant and central banks; brokers and dealers; insurance companies; funds and managers, and others. It provides relationship managers who are close to their customers and speak local language.This wide network of institutional banking facilities includes transaction, introduction, problem solving and renders advice and guidelines on local trading condition. Treasury Treasury operations had been consideration as an important avenue for income generation purpose within Head Office. In fact, in the past, income from treasury operation was quite sizable and significant to the total income generated by the bank. The treasury division publishes daily and weekly currency news letters, which provide analyses of currency trends and related issues.Seminars and workshops are conducted for customers from time to time on foreign exchange related topics. Customers can also have access to bank’s information database round the clock through phone banking. Prime Bank is one of t he first local banks in Bangladesh to integrate treasury dealings of local money market and foreign currency under one Treasury umbrella. The bank has handled significant volumes of treasury over the last several years. Prime Bank's Dealing Room is connected with automated Reuters Terminal facility thus enabling the bank to provide forward/future facilities to its corporate clients at a very competitive rate.In 2004 the treasury operation recorded an income of TK 180. 12 million excluding money market income of TK 72. 25 million. Electronic Banking Electronic Banking provides various types of support through a wide range of operating systems, sweeping transactions accessions with the provisions of reporting features or other special functions. Foreign Exchange Business Over the years, foreign trade operations of the bank played a pivotal role in the overall business development of the bank. The bank has established relationship with as many as 110 new foreign correspondents abroad t hereby raising the total number of correspondents to 350.The total import business handled by the bank during the year 2004 was tk 19564 million against taka 13428 million of the year 2003. The growth rate was 46%. The bank has also entered into remittance arrangements with several banks and exchange houses and expects to handle increased volume of remittance business over the near future. Online Branch Banking The bank has set up a Wide Area Network (WAN) across the country to provide online branch banking facility to its valued clients. Under the scheme clients of any branch shall be able to do banking transaction at other branches of the bank.Under this system a client will be able to do following type of transactions: ? Cash withdrawal from his/her account at any branch of the bank irrespective of the location. ? Cash deposit in his/her account at any branch of the bank irrespective of the location. ? Cash deposit in other’s account at any branch of the bank irrespective of the location. ? Transfer of money from his/her account with any branch of the bank. SWIFT Prime Bank limited is one of the first few Bangladeshi banks, which have become member of SWIFT (Society for Worldwide Interbank Financial Telecommunication) in 1999.SWIFT is a member-owned co-operative, which provides a fast and accurate communication network for financial transactions such as Letters of Credit, Fund Transfer etc. By becoming a member of SWIFT, the bank has opened up possibilities for uninterrupted connectivity with over 5,700 user institutions in 150 countries around the world. Information Technology in Banking Operation Prime Bank limited adopted automation in banking operation from the first day of its operation. The main objective of this automation is to provide efficient and prompt services to the bank's clients. At present all the branches of the bank are computerized.At branch level, the bank is using server-based multi-user software under UNIX operating system to p rovide best security of automation. Profitability and Shareholder Satisfaction The bank had been one of the most profitable in the banking sector. The bank's return on assets (ROA) crossed 3. 75 percent in the year 2004. Even though the capital market of the country has been suffering over the last few years, the good performance of Prime Bank made sure that the banks share price remained in a respectable position. 2. 7 Products and Services of Prime Bank Limited Prime bank Limited offers various kinds of deposit products and loan schemes.The bank also has highly qualified professional staff members who have the capability to manage and meet all the requirements of the bank. Every account is assigned to an account manager who personally takes care of it and is available for discussion and inquiries, whether one writes, telephones or calls. Deposit Products ? Monthly Contributory Savings Schemes(CSS) ? Monthly Benefit Deposit Receipt(MBDR) ? Special Deposit Receipt Scheme(SDR) ? Educ ation Savings Scheme(ESS) ? Fixed Deposit Receipt Scheme(FDR) ? Current Account ? Savings account ? Short Term Deposit ? Multi Currency Account Loan Schemes: ? General Loan Scheme Consumer Credit Scheme ? Lease Finance ? House Building Loan & Apartment Loan Scheme ? Advance against Shares ? Custodial Services for investors (both individual & institutional) investing in through Stock exchange ? One stop services for payment of utility bills. ? Credit card 2. 8 Financial Position of Prime Bank Limited The financial position for the last three years of Prime Bank Limited is given below: (Taka in million) |Particulars |2007 |2008 |2009 | |Total Deposits |16481. 0 |20483. 23 |28069. 24 | |Loans and Advances |12686. 85 |16492. 22 |23219. 67 | |Investment |1996. 23 |2749. 71 |3083. 81 | |Foreign Exchange Business |31753. 70 |41930. 80 |56248. 80 | |Operating Income |1196. 20 |1593. 9 |1970. 37 | |Operating Expenditure |448. 36 |592. 28 |824. 23 | |Operating Profit |747. 84 |1001. 41 |1146. 14 | |Total Assets |19358. 93 |24249. 13 |32361. 62 | |Market value per share |307. 51 |374. 25 |879. 0 | |No of Branches |27 |30 |36 | |No of Employees |730 |777 |894 | |No of Shareholders |1727 |1993 |2620 | |No of Foreign Correspondences |422 |441 |501 | 3. 1 Literature Review . 1. 1 Service Quality Lehtinen and Lehtinen (1982) defined service quality in terms of physical quality, interactive quality and corporate (image) quality. Physical quality relates to the tangible aspects of the service. Interactive quality involves the interactive nature of services and refers to the two-way flow that occurs between the customer and the service provider, or his/her representative, including both automated and animated interactions. Corporate quality refers to the image attributed to a service provider by its current and potential customers, as well as other publics.Lewis and Booms' (1983) definition clearly states that service is a measure of how well the service level delivered matches customer expectations and delivering quality service means conforming to customer expectation on a consistent basis. In some earlier studies, researchers define service quality as the extent to which a service meets customers' needs or expectations (Lewis & Mitchell, 1990; Dotchin & Oakland, 1994; Asubonteng, McCleary, & Swan, 1996; Wisniewski and Donnelly, 1996).Zeithaml (1987) defined that service quality is the consumer's judgment about an entity's overall excellence or superiority. It is a form of attitude, and results from a comparison of expectations to perceptions of performance received. Zeithaml, Berry, and Parasuraman (1990) on the other hand, have chosen to define service quality â€Å"as the extent of the discrepancy between customers' expectations or desires and their perceptions†. Service quality has been also defined as the consumers overall impression of the relative inferiority or superiority of the organization and services (Zeithaml et al. 1990; Taylor & Ba ker, 1994). Christopher, Payne, and Ballantyne (1993) have defined service quality as the ability of the organization to meet or exceed customer expectations. Service quality is believed to depend on the gap between expected and perceived performance (Anderson, Fornell, & Lehmann, 1994). Gitlow, Oppenheim, and Oppenheim (1989) also stated that service quality is the extent to which the customer or users believe the service surpasses their needs and expectations.Parasuraman, Zeithaml, and Berry (1985) proposed that service quality is a function of the differences between expectation and performance along the quality dimensions. Service quality has been also defined as a consumer attitude reflecting the perceived overall superiority and excellence in the process and outcome of a service provider (Parasuraman et al. , 1988). Gronroos (2001) recently defined service quality as a mixture of three elements: quality of the consumption process itself, the quality of the outcome of the proce ss; and image of the provider of the service.Service quality has become an increasingly important factor for success and survival in the banking sector. Provision of high quality service aids in meeting several requirements such as customer satisfaction and its consequent loyalty and market share, soliciting new customers, improved productivity, financial performance and profitability (Collet et al. , 1990; Julian and Ramaseshan, 1994; Lewis, 1989, 1993; Llosa et al. , 1998). Bank Service quality has become an important factor in determining market shares and profitability (Andereson et al. , 1994; Spathis, Kosmidou, & Doumpous, 2002). . 1. 2 Service Quality Dimensions Since a conceptual model concerning perceived service quality was proposed by Parasuraman, Zeithaml, and Berry (1985), service quality dimensions have become an area of interest in marketing research (Bolton & Drew, 1991b; Brown & Swartz, 1989; Carman, 1990; Cronin & Taylor, 1992, 1994; Parasuraman et al. , 1988, 1994 ; Teas, 1993, 1994; Zeithaml et al. , 1996). One of the important issues related to service quality is the dimensions of service quality, and the measurement tool, SERVQUAL developed by Parasuraman et al. 1988) has been the starting point of the controversy in this area. Parasuraman et al. (1988) identify five quality dimensions which link specific service characteristics to consumer expectations of quality. These five basic dimensions are: (1) Reliability: Reliability is defined as the ability to perform the promised service dependably and accurately (Parasuraman et al. , 1988). Reliability involves consistency of performance and dependability. It means that the firm performs the service right first time. It also means that the firm honors its promises.Specifically it involves: accuracy in billing; keeping records correctly; performing the service at the designated time. (Parasuraman, Zeithaml, & Berry, 1985) Reliability basically refers to the extent to which the retail service pr ovides what was promised when it was promised (Dabholkar, Thorpe, & Rentz, 1996). Zeithaml et al. (1990) defined reliability as the ability to perform the promised service dependably and accurately. (2) Responsiveness: It is defined as the willingness to help customers and provide prompt service (Parasuraman et al. , 1988).It Concerns the willingness or readiness of employees to provide services. Responsiveness involves timeliness of service like: posting a transaction slip immediately; returning a phone call quickly; giving prompt service; setting up appointments quickly. According to Zeithaml et al. (1990) responsiveness refers to the motivation to help (internal) customers and provide prompt service to them. (3) Assurance: Parasuraman et al. , (1988) defined assurance as the knowledge and courtesy of employees and their ability to convey trust and confidence.Assurance involves trustworthiness, believability, honesty. It involves having the customer’s best interests at hear t. Contributing to credibility includes company name; company reputation; personal characteristics of the contact personnel; how much a hard sell is employed in interactions with the customer (Parasuraman et al. , 1985). Zeithaml et al. (1990) defined assurance as the awareness and good manners of the employees and their ability to convey trust and confidence to the customers. 4) Empathy: According to Parasuraman et al. , (1988) empathy is defined as caring and individualized attention provided to customers. Empathy refers to graciousness, respect, consideration and friendliness of contact personnel including receptionists, telephone operators, etc. It includes: consideration for the consumers’ property; clean and neat appearance of the contact personnel. (5) Tangibles: Tangibles are the physical facilities, equipment, and appearance of personnel in services (Parasuraman et al. , 1988).It includes all the physical evidence of the service: facilities; appearance of personnel; tools or equipment used to provide the service; physical representations of the services (e. g. statements); other customers. Zeithaml et al. (1990) stated that tangibles are the appearance of physical facilities, equipment, personnel, and communication materials. Tangibles of service are the tangible facets of the service facility (equipment, machinery, signage, employee appearance, etc. ) or the man-made physical environment, popularly known as the â€Å"servicescapes† (Sureshchandar, Rajendran, & Anantharaman, 2003). . 1 Comparative Analysis on Service Quality For comparative analysis, the data retrieved from the perception score given by the customers of Prime Bank Limited, Dhaka Bank ltd, Southeast Bank Ltd and Mercantile Bank Ltd are analyzed in the current study. By analyzing the mean value of the results the researcher intends to find which Bank's customer service quality is more appreciable to the customers. The comparative analysis is based on the mean score of the actual score given by the customers on the items of each of the service quality dimensions. 4. 1. Comparative Analysis on Reliability dimension: In reliability dimension the customers were asked to give score about their perception on the basis of five scale items. The following Table 1 shows the comparative results in the reliability dimension for Prime Bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd. The result shows that Prime Bank receives maximum scores in four scale items except the one which asks whether the bank provides its services at the time it promises to do so. For that particular scale item Prime Bank receives a mean score of 4. 95 whereas the mean score for Dhaka Bank is 5. . Table 1: Mean Quality Scores of Prime bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd for Reliability dimension |Perception Statements in Reliability Dimension |Prime |Dhaka |Southeast Bank |Mercantile Bank | | |Bank |Bank | | | |1. When your ban k promises to do something by a |5. 7 |5. 3 |4. 75 |5. 3 | |certain time, it does so. | | | | |2. When you have a problem, your bank shows a |5. 2 |4. 95 |4. 3 |4. 45 | |sincere interest in solving it. | | | | | |3. Your bank performs the right service at first |5. 2 |4. 45 |4. 7 |4. 80 | |time. | | | | | |4. Your bank provides its services at the time it |4. 95 |5. |4. 55 |4. 6 | |promises to do so. | | | | | |5. Your bank keeps you informed about when services |5. 2 |4. 4 |4. 45 |4. 6 | |will be performed. | | | | | In terms of scale item 1 the customers of Prime Bank have relatively high perception than the customers of other banks as the bank does the work within the promised time. Prime Bank receives a mean score of 5. in this aspect while Dhaka Bank, Southeast Bank, and Mercantile Bank receive 5. 3, 4. 75, and 5. 3 respectively. Prime Bank also receives a mean score of 5. 2 as the bank shows sincere interest to solve the problems of the customers than the other banks do. Prime Bank also receives a comparatively high mean score in the aspect of that the bank keeps customers informed about when services will be performed. 4. 1. 2 Comparative Analysis on Responsiveness dimension: The responsiveness dimension consists of three items. The following Table 2 shows the comparative results in the responsiveness dimensions for the banks.The result shows that Prime Bank receives comparatively low scores in all three items of the dimension. The mean score of Prime Bank for scale item 6 is 4. 65 which is lower than Dhaka Bank and Southeast Bank. Table 2: Mean Quality Scores of Prime bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd for Responsiveness dimension |Perception Statements in Responsiveness Dimension |Prime |Dhaka |Southeast Bank |Mercantile Bank | | |Bank |Bank | | | |6.The employees in your bank give you prompt service. |4. 65 |5. 1 |4. 95 |4. 45 | |7. The employees in your bank always willing to help |4. 8 |5. 15 |4. 05 |4. 55 | | you. | | | | | |8. The employees in your bank are never too busy to |4. 5 |4. 9 |5. 05 |4. 3 | |respond to your request. | | | | The customers of Dhaka Bank perceive more about the willingness of the employees to help them than the customers of Prime Bank do. For the item 8 Prime Bank again receives a mean score of 4. 5 whereas the mean score for Southeast Bank is 5. 05 and Dhaka Bank is 4. 9. 4. 1. 3 Comparative Analysis on Assurance dimension: According to the SERVQUAL scale developed by Parasuraman et al. (1988) the assurance dimension of service quality consists of three items.The following Table 3 shows the comparative results in the assurance dimensions for the preferred banks. The result shows that the customers of Prime Bank have given low score in aspect of employees’ behavior and employees’ courteousness than the score given by the customers of other banks. The customers of Prime Bank perceive that the behavior of the employees does not inspire enough confide nce in them. Thus the mean score of Prime Bank for item 9 is 4. 6 which is lower than all other banks. In terms of employees courteousness Prime bank again receives a mean score of 4. which lower than Dhaka Bank and Southeast bank. Table 3: Mean Quality Scores of Prime bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd for Assurance dimension |Perception Statements in Assurance Dimension |Prime |Dhaka |Southeast Bank |Mercantile Bank | | |Bank |Bank | | | |9. The behavior of the employees of the bank inspires|4. 6 |5. 35 |5. 25 |4. 8 | |confidence in you. | | | | |10. You feel safe in your transactions with your |5. 35 |5. 25 |4. 25 |4. 25 | |bank. | | | | | |11. The employees in your bank consistently courteous|4. 7 |5. 25 |4. 9 |4. 65 | |with you. | | | | | |12. The employees in your bank have the knowledge to |4. |4. 8 |4. 3 |4. 4 | |answer your questions. | | | | | The customers also perceive that the employees of Dhaka Bank are more knowledgeable (Mean sc ore 4. 7) than that of Prime Bank (Mean score 4. 8). However, in this dimension Prime Bank receives a high score than other banks in terms of safe transactions with the bank. The customers of Prime Bank perceived that they feel safer while transacting with the bank than that of other banks. 4. 1. Comparative Analysis on Empathy dimension: The following table 3 shows the customers’ perception on empathy dimension of service quality which consists of four items. This comparative analysis evaluates that the customers of Prime Bank perceives high individual attention from their bank. In this aspect Prime Bank receives a mean score of 5. 0 whereas Dhaka Bank, Southeast bank, and Mercantile Bank receive 4. 7, 4. 2, and 4. 2 respectively. Table 4: Mean Quality Scores of Prime bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd for Empathy dimension |PerceptionStatements in Empathy Dimension |Prime |Dhaka |Southeast Bank |Mercantile Bank | | |Bank |Bank | | | |13 . Your bank gives you individual attention. |5. 0 |4. 7 |4. 2 |4. 2 | |14. Your bank has employees who give you individual |4. 75 |4. 9 |4. 35 |3. 65 | |attention. | | | | |15. Your bank has your best interests at heart. |4. 9 |4. 35 |4. 15 |4. 55 | |16. The employees in your bank understand your |4. 65 |4. 8 |4. 75 |4. 45 | |specific needs. | | | | | However when it comes to the aspect of employees’ individual attention towards the customers, Prime Bank receives a relatively low mean score of 4. 5 whereas Dhaka Bank receives 4. 9. The customers of Prime bank also perceive more in the aspect that the bank has their best interests at heart than the customers of other banks do. Prime Bank receives a mean score of 4. 9 in this item. On the other hand, Prime Bank receives a relatively low mean score in case of employees’ understanding of customer’s specific needs. Prime Bank receives a mean score of 4. 65 whereas Dhaka Bank and Southeast Bank receive mean scores of 4. 8 and 4. 75. 4. 1. 5 Comparative Analysis on Tangible dimension: The tangible dimension of service quality consists of five items.The subsequent Table 5 shows the comparative results in the tangible dimension for the private commercial banks that is based on the perceptions of the customers. The result explains that the physical facilities of Prime Bank are more visually appealing than other banks. In this aspect Prime Bank receives a mean score of 5. 35, which is higher than the scores of other banks. The customers of Prime Bank also perceive more that materials associated with the service are visually appealing at the bank than the customers of other banks do.Table 5: Mean Quality Scores of Prime bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd and Mercantile Bank Ltd for Tangibles dimension |Perception Statements in Tangible Dimension |Prime |Dhaka |Southeast Bank |Mercantile Bank | | |Bank |Bank | | | |17. The bank has modern-looking and hi-tech |5. 2 |5. 4 |5. 0 |4. 4 | |equ ipments. | | | | |18. The bank’s physical facilities are visually |5. 35 |4. 6 |4. 25 |3. 85 | |appealing. | | | | | |19. The employees of the bank appear neat. |4. 8 |5. 1 |4. 65 |4. 5 | |20. Materials associated with the service are |5. 45 |5. 35 |4. 8 |4. 5 | |visually appealing at the bank. | | | | | |21. Your bank has convenient business hours. |5. 5 |5. 6 |5. 1 |5. 3 | However Dhaka Bank receives a mean score of 5. 4 in the scale item which refers that the bank has modern-looking and hi-tech equipments whereas Prime bank receives a mean score of 5. 2 in this scale item. The customers of Prime Bank also perceive less about the employees’ appearance than the customers of Dhaka Bank do.In this aspect Prime bank receives a mean score of 4. 8 while Dhaka Bank receives a mean score of 5. 1. 4. 2 The five SERVQUAL dimensions: An overall comparison of bank customers’ perception and grand mean scores The following table (Table 6) represents the Grand Mean scores of Prime bank Limited, Dhaka Bank Ltd, Southeast Bank Ltd, and Mercantile Bank Ltd for the five service quality dimensions. In the reliability dimension Prime Bank obtained the highest grand mean score of 5. 25 as the customers of Prime bank think the bank is highly reliable than the customers of other banks do.However, in responsiveness dimension which refers to the willingness of the employees to help customers and provide prompt service, Prime Bank obtained a relatively low grand mean score of 4. 65. In this dimension Dhaka Bank and Southeast Bank receive 5. 05 and 4. 83 respectively. This result evaluates that the customers of Prime Bank are not getting adequate and prompt response from the employees of the bank. Again in terms of assurance Prime Bank obtained a grand mean score of 4. 82 whereas Dhaka Bank receives a grand mean score of 5. 16.This dimension is defined as the knowledge and courtesy of employees and their ability to convey trust and confidence. The customers of Prim e Bank perceive less about the employees’ courteousness than the customers of Dhaka Bank do. The next service quality dimension is empathy which is defined as caring and individualized attention provided to customers (Parasuraman et al. , 1988). Prime Bank obtained a grand mean score of 4. 91 which is relatively higher than the other banks. The customers of Prime Bank also think that the bank has adequate modern looking and hi-tech equipments and the physical facilities are visually appealing.So the bank obtained a grand mean score of 5. 26 in tangibles dimension while in the same service quality dimension Dhaka Bank, Southeast Bank, and Mercantile Bank receive 5. 21, 4. 76, and 4. 54 respectively. Table 6: Grand Mean Quality Scores for five SERVQUAL dimensions |Five Dimensions of Service Quality |Prime |Dhaka |Southeast Bank |Mercantile Bank | | |Bank |Bank | | | |Reliability |5. 5 |4. 82 |4. 55 |4. 75 | |Responsiveness |4. 65 |5. 05 |4. 83 |4. 43 | |Assurance |4. 83 |5. 16 |4. 67 |4. 52 | |Empathy |4. 82 |4. 68 |4. 36 |4. 21 | |Tangibles |5. 26 |5. 1 |4. 76 |4. 54 | According to results of the Grand Mean scores, Table 7 represents the rankings of the banks in five different dimensions and which is prepared on the basis of customers’ evaluation. The result shows that Prime Bank is ranked first in reliability, empathy and tangibles dimensions. However in terms of responsiveness Prime Bank is ranked as third while Dhaka Bank is ranked first. Again in case of assurance Prime Bank is ranked second whereas Southeast Bank is ranked first.Table 7: Ranking of the Private Commercial Banks on the basis of the perception of the customers on five SERVQUAL dimensions |Name of the Private Commercial Banks |Reliability |Responsiveness |Assurance |Empathy |Tangibles | | Prime Bank Limited |1 |3 |2 |1 |1 | | Dhaka Bank Ltd |2 |1 |1 |2 |2 | | Southeast Bank Ltd |4 |2 |3 |3 |3 | | Mercantile Bank Ltd |3 |4 |4 |4 |4 | 4. Factor Analysis on SERVQUAL dimensions The study also includes a factor analysis of the five SERVQUAL dimensions for four different banks using varimax rotation. The factor analysis of five service quality dimensions will help the researcher to check whether the scale items included in the questionnaire constituted a single dimension in the specific context of the different private commercial banks or not. Factor 1: Reliability The data gathered on the scale items for the service quality questionnaire developed by Parasuraman et al. (1988) are factor analyzed to check the component structure of the reliability dimension for four different commercial banks.Appendix 1 summarises the scale items used for the dependent and independent variables used for the study. Appendix 2 represents the total variance for the five service quality dimensions. In case of Prime Bank, two scale items out of five of the reliability dimension appeared to be too generalized in terms of explaining reliability and could be remove from the factor. Scal e Items 1, 2, and 3 could be retained for the final factor structure (Table 8), which resulted in a single factor and explained 30. 36% of the cumulative variation. On the other hand, all the items are grouped into one single factor in terms of Dhaka Bank (Table 9). Table 8: Factor Analysis: Prime Bank Table 9: Factor Analysis: Dhaka BankRotated Component Matrix (a, b) Component Matrix (a, b) | |Dhaka Bank | | |Component | | |1 | |ITEM 3 |. 834 | |ITEM 2 |. 810 | |ITEM 5 |. 758 | |ITEM 4 |. 742 | |ITEM 1 |. 729 | | |Prime Bank | | |Component | | |1 |2 | |ITEM 3 |. 860 |. 186 | |ITEM 1 |. 769 |-. 050 | ITEM 2 |. 428 |-. 153 | |ITEM 4 |-. 024 |. 852 | |ITEM 5 |-. 047 |. 817 | Table 10: Factor Analysis: Southeast Bank Table 11: Factor Analysis: Mercantile Bank Rotated Component Matrix (a, b) Rotated Component Matrix (a, b) | |Southeast Bank | | |Component | | |1 |2 | |ITEM 1 |. 893 |-. 005 | |ITEM 3 |. 827 |-. 237 | |ITEM 5 |. 753 |. 138 | |ITEM 2 |-. 58 |. 881 | |ITEM 4 |. 017 |. 784 | | |Mercantile Bank | | |Component | | |1 |2 | |ITEM 2 |. 850 |. 119 | |ITEM 4 |. 568 |-. 129 | |ITEM 5 |-. 084 |. 857 | |ITEM 3 |. 537 |. 607 | |ITEM 1 |. 533 |-. 534 | However, in case of Southeast Bank two out of three items again seemed too general and thus they could be eliminated from the reliability factor.Table 10 shows that Scale Items 1, 3, and 5 could be retained in a single factor for Southeast Bank and explained 41. 04% of the cumulative variation. For Mercantile Bank, Item 1, 2, 3, and 4 could be retained to construct a single factor, which explained 32. 51% of the variation. Factor 2: Responsiveness The scale items of responsiveness dimension are factor analyzed, which confirmed that the items were grouped into one factor. For Prime Bank the result in Table 12 shows that all the scale items on responsiveness dimension constitute a single factor and explained 45. 21% of cumulative variance. Also for Dhaka Bank all three of the items constituted a single factor however it explained 48. 65% of the variance.Table 12: Factor Analysis: Prime Bank Table 13: Factor Analysis: Dhaka Bank Component Matrix (a, b) Component Matrix (a, b) | |Prime Bank | | |Component | | |1 | |ITEM 6 |. 722 | |ITEM 7 |. 706 | |ITEM 8 |. 580 | | |Dhaka Bank | | |Component | | |1 | |ITEM 7 |. 853 | |ITEM 6 |. 839 | |ITEM 8 |. 170 |Table 14: Factor Analysis: Southeast Bank Table 15: Factor Analysis: Mercantile Bank Rotated Component Matrix (a, b) Component Matrix (a, b) | |Mercantile Bank | | |Component | | |1 | |ITEM 8 |. 903 | |ITEM 6 |. 810 | |ITEM 7 |. 493 | | |Southeast Bank | | |Component | | |1 |2 | |ITEM 6 |. 779 |. 287 | |ITEM 8 |. 772 |-. 296 | ITEM 7 |. 000 |. 937 | In terms of Southeast Bank, two out of three scale items constituted a single factor and thus Item 7 could be removed. The single factor explained 40. 10% of the cumulative variation. However, all the three initial items constituted again a single factor and resulted in 57. 14% of the variance for Mercant ile Bank. Factor 3: Assurance Four scale items are initialized to constitute a single factor for assurance dimension. Table 16 shows that two scale items such as Item 10 and Item 12 have shown the possibility to represent a single factor with a variance of 41. 10% for Prime Bank Limited.Item 9 and Item 11 which represent the behavior of the employees and the courteousness of the employees, seemed weak to fit in the single factor for Prime Bank as they represent only 29. 12% of the cumulative variance. Table 16: Factor Analysis: Prime Bank Table 17: Factor Analysis: Dhaka Bank Rotated Component Matrix (a, b)Component Matrix (a, b) | |Prime Bank | | |Component | | |1 |2 | |ITEM 12 |. 892 |. 171 | |ITEM 10 |. 889 |-. 154 | |ITEM 9 |. 77 |. 750 | |ITEM 11 |-. 159 |. 741 | | |Dhaka Bank | | |Component | | |1 | |ITEM 12 |. 854 | |ITEM 10 |. 711 | |ITEM 9 |. 618 | |ITEM 11 |. 539 | Table 14: Factor Analysis: Southeast Bank Table 15: Factor Analysis: Mercantile Bank Rotated Component Matrix (a, b) Rotated Component Matrix (a, b) | |Southeast Bank | |Component | | |1 |2 | |ITEM 9 |. 811 |. 129 | |ITEM 12 |. 781 |-. 054 | |ITEM 10 |. 163 |-. 830 | |ITEM 11 |. 270 |. 783 | | |Mercantile Bank | | |Component | | |1 |2 | |ITEM 11 |. 910 |. 178 | |ITEM 9 |. 841 |-. 094 | |ITEM 12 |-. 152 |. 871 | |ITEM 10 |. 477 |. 01 | In assurance dimension, three out of four scale items constituted a single factor for Southeast Bank Ltd. Item 9, 10, and 12 represents that single factor and explained 34. 15% of the cumulative variance. Item 11 that represents employees’ consistent courteousness could be removed from the scale of assurance dimension for Southeast Bank Ltd. In terms of Mercantile Bank Ltd, three items could be retained to constitute a single factor and explained 44. 66% of the cumulative variance. Factor 4: Empathy The factor analysis on empathy dimension shows that Item 17 and Item 18 are more likely to constitute a single factor for Prime Bank (Table 16).This single factor represents 37. 52% of the variance. On the other hand, three out of four scale items appeared to constitute a single factor for Dhaka Bank with 42. 08% of the variance. Table 16: Factor Analysis: Prime Bank Table 17: Factor Analysis: Dhaka Bank Rotated Component Matrix (a, b) Rotated Component Matrix (a, b) | |Dhaka Bank | | |Component | | |1 |2 | |ITEM 13 |. 836 |-. 226 | |ITEM 16 |. 828 |. 285 | |ITEM 14 |. 163 |. 875 | ITEM 15 |. 522 |-. 660 | | |Prime Bank | | |Component | | |1 |2 | |ITEM 17 |. 857 |. 312 | |ITEM 18 |. 820 |-. 323 | |ITEM 16 |. 252 |. 830 | |ITEM 15 |. 177 |-. 558 | Table 14: Factor Analysis: Southeast Bank Table 15: Factor Analysis: Mercantile Bank Rotated Component Matrix (a, b) Rotated Component Matrix (a, b) | |Mercantile Bank | |Component | | |1 |2 | |ITEM 16 |. 894 |. 083 | |ITEM 14 |. 878 |. 004 | |ITEM 15 |-. 133 |. 830 | |ITEM 13 |. 237 |. 773 | | |Southeast Bank | | |Component | | |1 |2 | |ITEM 15 |. 883 |-. 135 | |ITEM 13 |. 776 |. 415 | |ITEM 14 |-. 108 |. 891 | |ITEM 16 |. 473 |. 725 |In terms of Southeast Bank, three out of four scale items constituted a single factor and thus Item 14 could be removed. The single factor explained 40. 43 % of the cumulative variance. Again, for Mercantile Bank Item 16 and Item 14 appeared to constitute a single factor and explained 41. 08% of the variance. Factor 5: Tangibles The tangible initially contains five scale items. After factor analysis for Prime Bank Limited, the result shows that two items are too generalized and thus could be removed. Thus Item 17, 18 and 21 constituted a single factor which explained 33. 94% of the variance. Three items also constituted a single factor structure for Dhaka Bank although here the items are 18, 19, and 20 with 32. 3% of the variance. Table 16: Factor Analysis: Prime Bank Table 17: Factor Analysis: Dhaka Bank Rotated Component Matrix (a, b) Rotated Component Matrix (a, b) | |Prime Bank | | |Component | | |1 |2 | |ITEM 17 |. 778 |. 137 | |ITEM 21 |. 772 |-. 499 | |ITEM 18 |. 691 |. 291 | |ITEM 20 |. 048 |. 774 | |ITEM 19 |. 124 |. 736 | | |Dhaka Bank | |Component | | |1 |2 | |ITEM 18 |. 859 |. 048 | |ITEM 19 |. 853 |. 258 | |ITEM 21 |-. 082 |. 776 | |ITEM 20 |. 300 |. 657 | |ITEM 17 |. 224 |. 612 | Rotated Component Matrix (a, b) Rotated Component Matrix (a, b) | |Mercantile Bank | | |Component | | |1 |2 | |ITEM 21 |-. 768 |. 029 | |ITEM 19 |. 687 |. 142 | |ITEM 20 |. 25 |-. 409 | |ITEM 17 |. 269 |. 881 | |ITEM 18 |. 345 |-. 490 | | |Southeast Bank | | |Component | | |1 |2 |3 | |ITEM 18 |. 902 |-. 223 |-. 074 | |ITEM 20 |. 689 |. 427 |. 177 | |ITEM 17 |-. 059 |. 936 |. 067 | |ITEM 19 |. 458 |. 491 |-. 488 | |ITEM 21 |. 069 |. 092 |. 917 |The factor analysis for Southeast Bank in tangible dimension shows that three out of five scale items constituted a single factor which represented 30. 13% of the variance. In terms of Mercantile Bank four items constituted a single factor with 32. 88% of variance. 5. 1 Findings of the R esearch On the base of survey, theoretical analysis and practical experience of 3 months internship program the following findings are identified during the research period: ? The customer service quality of Prime Bank Limited is not satisfactory enough in terms of responsiveness and assurance of the employees in comparison with the studied private commercial banks. Customers perceived a relatively low quality in these dimensions than the customers of other private commercial Banks. The courteousness, promptness, and attitude of the employees towards their work are the critical issues and need to improve significantly to provide better quality service to the customers. ? The Bank has no segmentation to handle different type of customers. They are equally treating of all the customers to provide service. Nevertheless high status clients seek on extra honor from Bank or institution. ? It is found that the recruitment policy of the bank is not always fair. Intelligence and capability a re not always the criteria for selection. People who have good relation with influential persons have the chance to enter through backdoor. Most of the times these people do not have the ability to compete with other banks’ workforce in terms of performance.As a result the service quality and innovativeness of the bank is deteriorating day by day whereas the other private commercial banks that have a good recruitment policy are doing well and are also enhancing their reputation among talented job seekers. ? PBL has a very long hierarchy than other Bank. In some of the bank there are only 9-10 posts before Managing Director but in PBL this number is 15, which might be a cause of demotivation to the employees. ? Most of the customers of the bank ask for more quality service especially quick, accurate service and good behavior from bankers as they think a private bank should provide such quality sufficiently. Lack of Good Cooperation is identified among the work procedures and a lso among the employees of the bank which results in lengthiness and ineffective service. Recommendations As per earnest observation some suggestions for the improvements of the situation are given below: ? Bank is a service-oriented financial organization. Its business profit depends on its service quality. That’s why the authority always should be aware about their service quality and thus should take initiative to measure the service quality of the bank periodically on different dimensions. ? Management should carefully handle the different departments of general banking in regard to provide better quality service. ? The quality of customer service should be considered as absolutely indispensable. In general banking department it is necessary to implement modern banking process instead of traditional system. It should be more computerized to. ? As Prime Bank Limited is the financial institution and one depends to another to complete a process fully. So lack of cooperation should be minimized to provide prompt service

Prom Nights from Hell Chapter Six

â€Å"Sheba,† she said, her dark eyes widening. â€Å"Sheba†¦ Smith.† â€Å"Well, would you like to dance then, Sheba Smith? If you feel well enough.† â€Å"Yes,† she breathed, half to herself. â€Å"Yes, why not?† Her eyes never left his. Not moving from where they were, Gabe and Sheba began swaying to the rhythm of yet another wretched song. This time, the horrid music didn't offend Gabe as much. Gabe put it together then. New girl. Amazing dress. Sheba. This was Logan's date, the one who'd asked him to the prom and then wanted nothing more to do with him. For a half second, Gabe worried if it was wrong for him to infringe on his friend's date. But the worry passed quickly. For one thing, Logan was happy with Libby. There was no sense in interrupting something that was clearly meant to be. For another, Sheba and Logan were clearly not meant to be. Gabe had always had a good instinct for that-for the personalities that belonged together, for compatible natures that would pull together harmoniously. He'd been the butt of many jokes about matchmaking, but he didn't mind. Gabe liked people to be happy. And this intense girl with the deep pools in her eyes-Sheba-did not belong with Logan. That desperate sense of need had calmed when he'd touched her. Gabe felt much better with her in his arms-holding her seemed to soothe the strange call. She was safe here, no longer drowning, no longer lost. Gabe was afraid to let her go, worried that the burning need would return. It was an odd first for Gabe, this feeling of being in exactly the right place, of being the only one that belonged here. It wasn't that he'd never had a girlfriend before-girls liked Gabe, and he'd had many casual relationships. But they never lasted. There was always someone else they belonged with. None of them really needed Gabe, except as a friend. And they'd always stayed good friends. It had never been like this. Was this where Gabe belonged? Shielding this slender girl, holding her safe in his arms? It was silly to think so fatalistically. Gabe tried hard to act normal. â€Å"You're new at Reed River, aren't you?† he asked her. â€Å"I've only been here a few weeks,† she confirmed. â€Å"I don't think we have any classes together.† â€Å"No, I would have remembered if I'd been close to you before.† It was an odd way of phrasing it. She stared into his eyes, her hands clinging gently to his shoulders. Instinctively, he pulled her a little closer. â€Å"Are you having a good time tonight?† he asked. She sighed, a deep sigh from the center of her being. â€Å"I am now,† she said, oddly rueful. â€Å"A very good time.† Trapped! Like an idiot, like a new-spawned whelp, a novice, a rookie! Sheba leaned into Gabe, unable to resist. Unable to want to resist. She stared into his heavenly eyes and had the most ridiculous urge to sigh. How had she not seen the signs? The way goodness itself surrounded him like a shield. The way her suggestions bounced right off him harmlessly. The way the only ones safe from her evil tonight-those little bubbles of happiness outside of her control-were the people he'd touched and interacted with, his friends. The eyes alone should have been warning enough! Celeste was smarter than Sheba. At least her instincts had kept her away from this dangerous boy. Once she was free of his piercing gaze, she'd kept a safe distance between them. Why hadn't Sheba understood the reason behind this? And the reason Gabe had chosen Celeste in the first place. Of course he'd been drawn to Celeste! It all made sense now. Sheba swayed to the beat that rumbled through the air, feeling the security of his body around her, protecting her. Tiny, unfamiliar tendrils of happiness twisted their way through her empty core. No-not that! Not happiness! If she was already feeling happy, then better things couldn't be too far behind. Was there no way to avoid the horrible wonder of love? That wasn't very likely when you were in an angel's arms. Not a true angel. Gabe didn't have wings, he'd never had them-he wasn't one of those sappy birdbrains who'd traded feathers and eternity for human love. But one of his parents had done just that. Gabe was fully half-angel-though he didn't have a clue about his nature. If he'd had any idea, Sheba would have heard that in his mind and escaped this divine horror. Now it was only too obvious to Sheba-this close, she could smell the scent of asphodel clinging to his skin. And, clearly, he'd inherited his angel-parent's eyes. The heaven-blue eyes that should have been a dead giveaway, if Sheba hadn't been so wrapped up in her evil plotting. There was a reason even experienced demons like Jezebel were wary of angels. If it was hazardous for a human to stare into a demon's eyes, it was doubly so for a demon to get locked into an angel's. If ever a demon met an angel's gaze for too long, pfffffft! – out went the fires of hell and the demon was trapped until the angel gave up on saving him. Because that's what angels did. They saved. Sheba was an eternal being, and she was trapped for however long Gabe decided to keep her. A full angel would have known what Sheba was at once, and driven her out if he were strong enough, or given her a wide berth if he wasn't. But Sheba could imagine what her presence would feel like to someone with Gabe's instinct to save. Innocent of the knowledge he needed to understand, Sheba's damned state must have been like a siren's call. She stared helplessly into Gabe's beautiful face, her body filling with happiness, and wondered how long the torture would last. Already too long to save her perfect prom. Without her hellfire, Sheba had no influence over the mortals here. But she was still fully aware, watching helpless and disgustingly blissful, as it all fell apart. Cooper Silverdale gasped in horror as he looked at the gun glistening in his shaking hand. What was he thinking? He shoved the weapon back into its hiding place and half ran to the bathroom, where he violently vomited the punch into the sink. Cooper's stomach problems interrupted Matt and Derek's fistfight, which was just warming up in the men's room. The two friends squinted through their swollen eyes at each other. Why were they fighting? Over a girl that neither of them even liked? How stupid! Suddenly, they were interrupting each other in their urgent need to apologize. With smiles on split lips and arms around shoulders, they headed back to the ballroom. David Alvarado had given up his plans to jump Heath after the dance, because Evie had forgiven him for disappearing with Celeste. Her cheek was soft and warm against his now as they swayed to the slow music, and there was no way he would hurt her by disappearing again, not for any reason. David was not the only one who felt that way. As if the new song was magical rather than insipid, the dancers in the big ballroom each moved instinctively toward the person they should have come with in the first place, the one that would transform the night's misery into happiness. Coach Lauder, lonely and depressed, looked up from the unappetizing cookies straight into Vice Principal Finkle's sad eyes. She looked lonely, too. The coach walked toward her, smiling hesitantly. Shaking her head and blinking her eyes like someone trying to escape a nightmare, Melissa Harris pulled away from Tyson and ran for the exit. She would find the concierge and get a cab†¦ Like a rubber band that had been stretched too far, the atmosphere at Reed River's prom now snapped back with a vengeance. If Sheba had been herself, she would have pulled that rubber band until it exploded into pieces. But now all the misery and wrath and hate vanished. The human minds had been stuck in their grip too long. With relief, everyone at the prom relaxed into happiness, grasped at love with two hands. Even Celeste was tired of the mayhem. She stayed in Rob's arms, shuddering slightly at the memory of those perfect blue eyes, as one slow song melted into the next. Neither Sheba nor Gabe even noticed the song change. All her delicious pain and misery destroyed! Even if she did get free, Sheba was destined for middle school now. Where was the injustice?! And Jezebel! Had she planned this? Tried to distract Sheba from the fact that a dangerous half-angel was here tonight? Or would she be disappointed? Was she really there in encouragement? Sheba had no way to find out. She wouldn't even be able to see Jezebel now-whether the horned demoness was laughing or chagrined-with her fires extinguished. Disgusted with herself, Sheba sighed in happiness. Gabe was just so good. And, in his arms, she felt good, too. She felt wonderful. Sheba simply had to get free before happiness and love ruined her! Would she be trapped with some feather-back's heavenly offspring forever? Gabe smiled at her, and she sighed again. Sheba knew what Gabe would be feeling now. Angels were never happier than when they were making someone else happy, and the bigger the lift in that other person's spirit, the more ecstatic the angel. As perfectly miserable and damned as Sheba had been, Gabe must be flying now-it would be almost as good as having wings. He would never want to let her go. There was just one chance left for Sheba, just one way back to her wretched, miserable, burning, stinking home. Gabe had to order her there. Thinking of this chance, Sheba felt much worse, felt a welcome wave of her former misery. Gabe tightened his hold on her as he sensed her slipping down, and the misery was drowned in contentment, but Sheba remained hopeful. She stared up into his love-filled angel-eyes and smiled dreamily. You're evil incarnate, Sheba told herself. You have a true talent for misery. You know suffering inside and out. You can get yourself out of this trap and everything will be like it used to be. After all, with as much pain and havoc as Sheba was capable of causing, how hard could it possibly be to get this angelic boy to tell her to go to hell? Prom Nights from Hell Chapter Six â€Å"Put them up,† Glasses Geek said. â€Å"I mean your arms. Miranda did what he said because his hands were shaking so much she was afraid he'd shoot her by accident. â€Å"Who are you? What are you doing here?† he demanded in a voice that shook almost as much as his hands. â€Å"I just wanted to get a glimpse of Her,† she said, hoping she made it sound right. He narrowed his eyes. â€Å"How did you know She was here?† â€Å"The Gardener told me, but I didn't know where She was being kept so I climbed up that tree to look.† â€Å"Which affiliate are you with?† I knew this would end in tears. What now, smarty pants? Miranda raised an eyebrow and said, â€Å"Which affiliate are you with?† Adding for good measure, â€Å"I mean, I would remember a guy like you if I'd seen you before.† It worked! She saw him swallow hard, his Adam's apple bobbing up and down. She would never doubt How to Get-And Kiss-Your Guy again! He said, â€Å"I'd remember you, too.† She hit him with a dose of Winsome Smile and saw the Adam's apple do some more moving. She said, â€Å"If I give you my hand to shake, will you shoot me?† He chortled and put down the gun. â€Å"No,† still chortling. Holding out his hand now. â€Å"I'm Craig.† â€Å"Hi, Craig, I'm Miranda,† she said, taking it. Then flipped him onto his back and knocked him out cold in a single silent move. She looked at her hand for a second in shock. She'd definitely never done that before. That had been very cool. If you're going to be an idiot and risk everything, you might as well do what you came for. You know, instead of just staring at the guy you knocked out? She bent to whisper, â€Å"Sorry. Take three aspirin for your head when you wake up and you'll feel better,† in his ear, and moved around the edge of the safe house. There must have been an open window because she could hear voices here, the man who had been outside before now saying to someone, â€Å"Are you comfortable?† And Sibby answering, â€Å"No. I don't like this couch. I can't believe this is the nicest room in the house. It looks like a place for a grandma.† Heh! Miranda followed the sound of Sibby's voice and found herself standing in front of one of the street-facing plate-glass windows, looking through a gap in dark blue drapes into a living room. There was a spindly-looking couch, chair, and coffee table. Sibby was in the chair, her profile to Miranda, with a plate of Oreos in front of her. She looked fine. The man was perched on the couch, smiling at Sibby, saying, â€Å"So, where are we supposed to drop you?† Sibby took the top cookie off the Oreo and ate it. â€Å"I'll tell you later.† The man kept smiling. â€Å"I'd like to know so I can plan the route. We can't be too careful.† â€Å"Oh my gods, there's like hours before we go. I want to watch some TV.† Miranda heard the man's heart speed up and saw his hand flex but he kept his tone light when he said, â€Å"Of course.† Then added, â€Å"As soon as you tell me where we're taking you.† Sibby frowned at him. â€Å"Are you deaf or something? I said I'd tell you later.† â€Å"It's in your best interest to talk to me. Otherwise I'm afraid I'll have to bring in someone else. Someone a bit more†¦ forceful.† â€Å"Fine. But while I'm waiting, can I please watch TV? Tell me you get cable. Oh gods, if you don't have MTV, I'm going to be really pissed.† The man stood up with an expression on his face like he wanted to break something, then abruptly turned to face the door. Miranda heard footsteps coming toward the room from the hallway, and with them a familiar cha-cha heartbeat. Two seconds later Deputy Sergeant Caleb Reynolds burst through the door. See? Sibby's in no danger. The police are here. Scram. Deputy Reynolds said to the man, â€Å"What's taking so long?† â€Å"She won't talk.† â€Å"I'm sure she'll change her mind.† His heartbeat picked up. Sibby glanced at him. â€Å"Who are you?† Caleb said, â€Å"I'm the Gardener.† This was extremely not good, Miranda decided. â€Å"I wasn't very impressed with the front lawn,† Sibby told him. â€Å"I'm not that kind of Gardener. It's a nickname. They call me that because-â€Å" â€Å"Actually, I'm not even vaguely interested. I don't know what you're planning, Plant Boy-â€Å" â€Å"Gardener,† he corrected, going a touch red. † – but if you need to know where I'm supposed to be picked up by the Overseer, then you have to keep me alive, right? So you can't exactly threaten me with death.† â€Å"Not death, no. But pain.† He addressed the man. â€Å"Go get me my tools, Byron.† As the man left the room, Sibby said, â€Å"I'm not going to tell you anything.† Deputy Reynolds circled around so he was leaning over her chair, his back to the window. â€Å"Listen to me-† he said, his heartbeat slowing down suddenly. Miranda did a round-off, smashing through the window feet first, then knocked him unconscious with a side kick to the neck before he could turn around. She bent to whisper, â€Å"Sorry,† in his ear, decided as punishment not to tell him about the aspirins, grabbed Sibby, sprinted to the car, and stepped on the gas. Prom Nights from Hell Chapter Six Yun Sun's voice grew sharp. â€Å"Frankie, no!† â€Å"I'm such an idiot-why didn't I think of it before?† â€Å"Wait. Don't do it, don't make the-† She broke off. I heard a â€Å"whoops,† followed by drunken apologies and someone saying, â€Å"Oh, I love your dress!† It sounded like everyone was having fun. I'd soon be having fun with them. I made it to the den and approached the bookshelf where I'd left the corsage. I patted the tops of the books and then the space behind them. My fingers found softness, like petals of skin. â€Å"I'm back,† Yun Sun said. The background sounds had diminished, suggesting she'd stepped outside. â€Å"And, Frankie, I know you're hurting. I know that. But what happened to Will was just a coincidence. A terrible, terrible coincidence.† â€Å"Call it what you want,† I said. â€Å"I'm making my second wish.† I plucked the corsage from behind the books. Yun Sun's anxiety intensified. â€Å"Frankie, no, you can't!† â€Å"Why not?† â€Å"He fell from three hundred feet! His body was†¦ they said he was mangled beyond†¦ that's why they had a closed casket, remember?† â€Å"So?† â€Å"He's been rotting in a coffin for thirteen days!† she cried. â€Å"Yun Sun, that is a tasteless thing to say. Honestly, if it were Jeremy being brought back to life, would we even be having this conversation?† I drew the flowers to my face, lightly touching the petals with my lips. â€Å"Listen, I've got to go. But save some punch for me! And Will! Ooo, make that lots of punch for Will-I bet he'll be absolutely crazed with thirst!† I flipped my phone shut. I held the corsage aloft. â€Å"I wish for Will to be alive again!† I cried exultantly. The stench of decay thickened the air. The corsage curled, as if the petals were shrinking in on themselves. I flung it away on autopilot, just as I'd shake off an earwig that chanced to light on my hand. But whatever. The corsage wasn't important. What was important was Will. Where was he? I glanced around, ridiculously expecting him to be sitting on the sofa, looking at me like You're scared of a bunch of dried flowers? Pitiful! The sofa was empty, a gloomy, looming shape by the wall. I darted to the window and peered out. Nothing. Just the wind, fluttering the leaves on the trees. â€Å"Will?† I said. Again nothing. A tremendous well of disappointment opened inside me, and I sank into my father's leather armchair. Stupid Frankie. Stupid, foolish, pathetic me. Time passed. Cicadas chirped. Stupid cicadas. And then, so faint, a thud. And then another. I straightened my spine. Gravel popped on the road†¦ or maybe the driveway? The thuds came closer. They were labored and with the odd offbeat of a limp, or of something being dragged. I strained to hear. There-a thump, ten feet away on the porch. A thump that was distinctly inhuman. My throat closed as Yun Sun's words wormed back to me. Mangled, she'd said. Rotting. I wasn't paying attention before. Now it was too late. What had I done? I jumped out of the chair and fled to the entry hall, safe from the eyes of anyone-or anything-who might choose to peer through the den's wide windows. What, exactly, had I brought back to life? A knock echoed through the house. I whimpered, then clapped my hand over my mouth. â€Å"Frankie?† a voice called. â€Å"I'm, uh†¦ yikes. I'm kind of a mess.† He laughed his self-deprecating laugh. â€Å"But I'm here. That's the important thing. I'm here to take you to prom!† â€Å"We don't have to go to prom,† I said. Was that me sounding so shrill? â€Å"Who needs prom? I mean, seriously!† â€Å"Yeah, sure, this from the girl who would kill for the perfect romantic evening.† The knob rattled. â€Å"Aren't you going to let me in?† I hyperventilated. There was a series of plops, like overripe strawberries being dropped into the trash, and then, â€Å"Aw, dude. Not good.† â€Å"Will?† I whispered. â€Å"This is so uncool†¦ but do you have any stain remover?† Holy crap. Holy, holy, holy crap. â€Å"You're not mad, are you?† Will asked. He sounded worried. â€Å"I came as fast as I could. But it was so frickin' weird, Frankie. Because, like†¦Ã¢â‚¬  My mind flew to airless caskets, deep in the ground. Please, no, I thought. â€Å"Forget it. It was weird-let's leave it at that.† He tried to lighten things up. â€Å"Now are you going to let me in, or what? I'm falling to pieces out here!† I pressed my body against the hall wall. My knees buckled, I wasn't doing too well with muscle control, but I reminded myself that I was safe behind the solid front door. Whatever else he was, Will was still flesh and bones. Well, partially. But not yet a ghost who could move through walls. â€Å"Will, you've got to go,† I said. â€Å"I made a mistake, okay?† â€Å"A mistake? What do you mean?† His confusion broke my heart. â€Å"It's just†¦ oh God.† I started crying. â€Å"We're not right for each other anymore. You understand, don't you?† â€Å"No, I don't. You wanted me to ask you to prom, so I asked you to prom. And now for no good reason†¦ ohhh! I get it!† â€Å"You do?† â€Å"You don't want me to see you! That's it, isn't it? You're nervous about how you look!† â€Å"Um†¦Ã¢â‚¬  Should I run with this? Should I say yes just so he would leave? â€Å"Frankie. Dude. You have nothing to worry about.† He laughed. â€Å"One, you're beautiful; and two, compared to me, there's no way you won't look like†¦ I don't know, an angel from heaven.† He sounded relieved, as if he'd had a niggling sense of something being off, but couldn't quite place his finger on it. But now he knew: It was Frankie having self-esteem issues, that's all! Silly Frankie! I heard a shuffling, and then the bump of a small wooden lid. My body tensed, because I knew that bump. The milk box-crap. He'd remembered the key in the milk box. â€Å"I'm letting myself in,† he called, slump-thumping back to the front door.† ‘Kay, Franks? ‘Cause all of a sudden I'm, like, dying to see you!† He laughed, jubilant. â€Å"I mean, wait, that came out wrong†¦ but, heck, guess that's the theme of the night. Everything's coming out wrong-and I do mean everything!† I fled to the den, where I got on my hands and knees and frantically patted the floor. If only it weren't so dark! The deadbolt stuck, and Will jangled the key. His breathing was clotted. â€Å"I'm coming, Frankie!† he called. Jangle, jangle. â€Å"I'm coming as fast as I can!† My fear ratcheted so high that I was thrown into an altered state of reality. I was gasping and crying out, I could hear myself, and my hands were blind feelers, pawing and slapping as I crawled. With a thunk, the bolt slid home. â€Å"Yes,† Will crowed. The door swished over the frayed carpet at the exact instant my fingers closed on the crumbling corsage. â€Å"Frankie? Why is it so dark? And why aren't you-â€Å" I squeezed my eyes shut and spoke my final wish. All sounds ceased, save for the rustle of wind in the leaves. The door, continuing its slow trajectory, bumped against the doorjamb. I stayed where I was on the floor. I sobbed, because my heart was breaking. No, my heart was broken. After several moments, the cicadas once again took up their yearning chorus. I rose to my feet, stumbled across the room, and stood, shivering, in the open doorway. Outside, a pale shaft of moonlight shone on the deserted road. Prom Nights from Hell Chapter Six I'm too stunned to do anything to stop him, really. Well, okay, as the initial shock of it is wearing off, I find I don't want to stop him. I'm stunned to realize that†¦ well, I like how it feels, being in Adam's arms. It feels good. It feels safe. It feels warm. It feels†¦ well, almost as if I were a normal girl, for a change. Not the new girl. Not the exterminator's daughter. Just†¦ me. Mary. It's a feeling I could get used to. â€Å"Mary,† Adam says. He's so much taller than me that his breath tickles the tendrils that have fallen from the updo that I've twisted my hair into. I don't mind, though, because his breath smells good. I look up at him dreamily. I can't believe I never noticed-really noticed-how handsome he is before now. Well, last night, actually. Or maybe I noticed, but it never really registered, because what would a guy like him ever see in a girl like me? In a million years, I never thought I'd end up at the prom with Adam Blum†¦ And okay, sure, he only asked me because he obviously feels sorry for me, on account of my mother being a vampire and all. But still. â€Å"Hmmm?† I say, smiling up at him. â€Å"Uh.† Adam seems uncomfortable, for some reason. â€Å"I was wondering if-you know, when this is all over, and you've dusted Drake, and Lila and Ted are back together-you'd want to, um†¦Ã¢â‚¬  Oh God. What's happening? Is he†¦ is he about to ask me out?. Like on a real date? One that doesn't include sharp, pointy objects? No. This isn't happening. This is a dream or something. In a minute, I'm going to wake up, and it's all going to go away. Because how could such a thing even be possible? I can't breathe, I'm so sure I'll break whatever spell we're both under if I do†¦ â€Å"Yes, Adam?† I ask. â€Å"Well.† He can't seem to make eye contact anymore. â€Å"Just if you'd want to, you know, maybe hang out-â€Å" â€Å"Excuse me.† The deep voice that interrupts Adam then is all too familiar. â€Å"But may I have this dance?† I close my eyes in frustration. I cannot believe this. I am never going to get a guy I actually like to ask me out at this rate. Never. Never. Never. I am going to stay a freak-the product of similar freaks-for the rest of my life. Why would a guy like Adam Blum ever want to go out with me in the first place? The child of a vampire and a mad scientist? Let's face it. Not going to happen. And I've had it. I've had it up to here. â€Å"Listen, you,† I say, whirling around to face Sebastian Drake, whose blue eyes widen a little at the fire in mine. â€Å"How dare you come oozing around†¦Ã¢â‚¬  But then my voice trails off. Because suddenly all I can see are those eyes†¦ †¦ those hypnotically blue eyes, which suddenly make me feel like I could dive into them, letting their warmth wash over me in sweet, soft waves†¦ It's true he's no Adam Blum. But he's looking at me in a way that makes it clear he knows that, and that he's sorry for it, and that he's going to do everything he can to make it up to me†¦ more than make it up to me, even†¦ And the next thing I know, Sebastian Drake is taking me into his arms-gently, so gently-and leading me from the dance floor toward a set of French doors through which I can see a night-darkened garden, bathed in twinkling fairy lights and moonlight†¦ just the kind of place to which you'd expect to be led by the golden-haired descendant of a Transylvanian count. â€Å"I'm so glad we finally have the chance to meet,† Sebastian is saying to me in a voice that seems to caress me like a feather-soft touch. Everyone and everything we've left behind us-the other couples; Adam; a stunned Lila, staring after us jealously; Ted, staring jealously at her; even the streamers and rosettes-seems to melt away as if all that exists in the world is me, the garden that I find myself in, and Sebastian Drake. Who is reaching up to smooth some loose tendrils away from my face. In a dim, inner recess of my mind, I remember that I'm supposed to be afraid of him†¦ to hate him, even. Only I can't think why. How could I possibly hate someone as handsome and sweet and gentle as he is? He wants to make me feel better. He wants to help me. â€Å"You see?† Sebastian Drake is saying, as he lifts one of my hands and presses it, softly, against his lips. â€Å"I'm not so terrifying, am I? I'm just like you, actually. Just the child of-let's face it-a very formidable person, who's trying to figure out his own place in the world. We have our burdens, do we not, you and I, Mary? Your mother says hello, by the way.† â€Å"M-my mother?† My brain seems to be as filled with fog as this garden we're standing in. Because while I can picture my mother's face, I can't remember how Sebastian Drake could possibly know her. â€Å"Yes,† Sebastian says, his lips now moving from my hand and up toward the crook of my elbow. His mouth feels like liquid fire against my skin. â€Å"She misses you, you know. She doesn't understand why you won't join her. She's so happy now†¦ she doesn't know the pain of illness†¦ or the indignity of aging†¦ or the heartbreak of loneliness.† His lips are on my bare shoulder now. I'm having trouble breathing. But in a good way. â€Å"She is surrounded by beauty and love†¦ just like you could be, Mary.† His lips are by my throat. His breath, so warm, has seemed to cause my spine to go limp. But it's all right, because one of his strong arms has gone around my waist, and he's holding me up, even as my body, as if of its own volition, is arching backward, allowing him an unobstructed view of my bare throat. â€Å"Mary,† he whispers against my neck. And I feel so peaceful, so serene-something I haven't felt in years, not since Mom left-that my eyelids drift closed†¦ And the next thing I know, something cold and wet hits me in the neck. â€Å"Ow,† I say, opening my eyes and slapping a hand there†¦ then pulling it away to find my fingers slick with some kind of clear moisture. â€Å"Sorry,† Adam calls from where he's standing a few feet away, his arms stretched out in front of him, the mouth of his Beretta 9mm water pistol aimed right at me. â€Å"I missed.† A second later, I am gasping for air as a thick cloud of acrid, burning smoke hits me in the face. Coughing, I stagger away from the man who, just seconds before, had been holding me so tenderly, but is now clutching at his smoldering chest. â€Å"Wha-† Sebastian Drake gasps, pounding at the flames leaping from his chest. â€Å"What is this?† â€Å"Just a little holy water, dude,† Adam says, as he continues pumping away at Drake's chest. â€Å"Shouldn't bother you. Unless, of course, you're a member of the undead. Which, unfortunately for you, it appears you are.† And a second later, I've come back to my senses and am reaching beneath my skirt for my stake. â€Å"Sebastian Drake,† I hiss, as he sinks to his knees before me, howling in pain. And rage. â€Å"This is for my mother.† And I plunge the hand-carved piece of ash deep into the place where his heart would have been. If he'd had one. â€Å"Ted,† Lila says, in a syrupy voice, as her boyfriend lies across the contoured plastic bench with his head in her lap. â€Å"Yes?† Ted asks, looking up at her adoringly. â€Å"No,† Lila says. â€Å"That's what I'm getting for my tattoo next time I'm in Cancn. Across the small of my back. The word Ted. So from now on, everyone will know I belong to you.† â€Å"Oh, honey,† Ted says. And pulls her head down so he can stick his tongue in her mouth. â€Å"Oh my God,† I say, looking away. â€Å"I know.† Adam's returned from throwing a glow-in-the-dark twelve-pound bowling ball down the disco-lit lane. â€Å"I almost liked her better when she was under Drake's spell. But I guess it works out better this way. Ted'll hurt a lot less than Sebastian. That was a strike, by the way. In case you missed it.† He slides onto the bench beside me and looks down at the scoring sheet in the glow of the lamp just above my head. â€Å"Well, what do you know? I'm winning.† â€Å"Don't get cocky,† I say. Although I have to admit, he has a lot to brag about. Not just winning at Night Strike bowling, either. â€Å"Just tell me,† I say as he reaches up and finally pulls off his bow tie. Even in the weird disco lights of Bowlmor Lanes-the bowling alley where we'd retreated for our post-prom activities, a mere nine-dollar cab ride from the Waldorf-Adam still looks obscenely handsome. â€Å"Where'd you get the holy water?† â€Å"You gave a bunch of it to Ted,† Adam says, looking down at me in some surprise. â€Å"Remember?† â€Å"But how'd you get the idea to put it in the water gun?† I demand. I'm still reeling from the evening's earlier activities. Midnight bowling is fun and all. But nothing can really compare with slaying a two-hundred-year-old vampire at the prom. Too bad he'd fizzled into ash out in the garden, where no one but Adam and I could see it. We'd have been voted prom king and queen for sure, instead of Lila and Ted, who are both still wearing their crowns†¦ although they've tilted a little rakishly, due to all the kissing. â€Å"I don't know, Mare,† Adam says, filling in his own score. â€Å"It just seemed like a good idea at the time.† Mare. No one has ever called me Mare before. â€Å"But how did you know?† I ask. â€Å"I mean, that Drake had-well, whatever? I mean, how could you tell that I wasn't faking it? To lull him into a false sense of security?† â€Å"You mean besides the fact that he was about to bite you on the neck?† Adam raises a single dark brow. â€Å"And that you weren't doing a damned thing to stop him? Yeah, I had a pretty good idea of what was going on.† â€Å"I'd have snapped out of it,† I assure him, with a confidence I most definitely do not feel, â€Å"as soon as I felt his teeth.† â€Å"No,† Adam says. Now he's grinning down at me, his face illuminated by the light from the scoring desk's single lamp. The rest of the bowling alley is in darkness, except for the balls and pins, which glow with an eerie fluorescence. â€Å"You wouldn't have. Admit it, Mary. You needed me back there.† His face is so close to mine-closer than Sebastian Drake's ever got. Only instead of feeling as if I could dive into his gaze, I feel as if I'm about to melt under it. My heartbeat staggers. â€Å"Yeah,† I say, unable to keep my gaze from drifting toward his lips. â€Å"I guess I kinda did.† â€Å"We make a good team,† Adam says. His own gaze, I can't help noticing, isn't straying far from my mouth, either. â€Å"Wouldn't you say? I mean, especially in light of the coming apocalyptic event? When Drake's dad finds out what we did tonight?† I can't help gasping a little at that. â€Å"That's right,† I cry. â€Å"Oh, Adam! He's not just going to come after me. He's going to come after you, too!† â€Å"You know,† Adam says. And now his gaze has drifted from my mouth, and downward. â€Å"I really do like that dress. It goes great with bowling shoes.† â€Å"Adam,† I say. â€Å"This is serious! Dracula could be getting ready to descend upon Manhattan at any moment, and we're wasting time bowling! We've got to start getting ready! We need to prepare a counterattack. We need to-â€Å" â€Å"Mary,† Adam says. â€Å"Dracula can wait.† â€Å"But-â€Å" â€Å"Mary,† Adam says. â€Å"Shut up.† And I do. Because I'm too busy kissing him back to do anything else. Besides, he's right. Dracula can wait.