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A Quasi-Experimental Study of Relationship between Customer Satisfaction and Participation in Public Sector Educational Institutions

Thesis Info

Author

Syed Tasweer Hussain Shah

Department

Department of Management Sciences

Program

PhD

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2012

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728774432

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A quasi experimental research with Non Equivalent Control Group Design (intact matched groups) in non contrived condition (in an organizational context) was conducted to study the relationship between customer participation in decision making about the contents of service, the mode of service delivery and the increased effort in co-production. Customer satisfaction was measured using SERVQUAL developed by Parasuraman, Zeithaml and Berry (1985). Three field experiments were conducted to study the relationship of three independent variables separately on one dependant variable each. It was noted that consumer satisfaction increased significantly in all experiments, showing a direct and proportionate relationship between various forms of participations and customer satisfaction. It was noted that the consumers expectations were effected only by participation in core decision making, however performance evaluation and consequent customer satisfaction increased significantly. The research provides a maiden empirical work providing the first ever-primary data on participation of intact groups, thus enhancing the scope of research on customer participation already going on in the field of medical care and providing avenues for exploration of the same in public service as well as commercial services involving grouped customers. of
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عطا اﷲ عطاؔ قاضی

                عطا اﷲ عطاؔ قاضی (۱۹۳۴ء پ) محلہ ٹلہ پسرور میں پیدا ہوئے میٹرک کے بعد منشی فاضل کا امتحان پاس کیا۔ آرٹس میں ڈپلومہ سنٹرل ٹریننگ کالج لاہور سے کیا۔ شہر فہمی اور شعر گوئی کے علاوہ قاضی عطا نثر نگاری ، مصوری ،فوٹو گرافی اور خوش نویسی کے فن میں بھی ماہر ہیں۔(۱۲۰۹)

                آپ کے مزاج میں ادبی چاشنی رچی بسی ہے۔آپ کے شعری مجموعے ’’فراز سخن‘‘، (سورہ بقرہ کا منظوم ترجمہ) ،’’اعزازِ سخن‘‘،( توحیدی آیات کا منظوم ترجمہ)’’اعتزاز سخن‘‘،( سورہ نسا ،مائدہ کااورسورہ توبہ کا منظوم ترجمہ)’’رازِ سخن‘‘ ، (پارہ عم کا منظوم ترجمہ)’’امتیاز سخن‘‘( سورہ مائدہ کا منظوم ترجمہ) ناز سخن (حمد ونعت ،قرآنی دعائیں ،منظوم ترجمہ)اور ’’اشکوں کی لو ‘‘(غزلیہ مجموعہ ) ادبی سبھا پسرور سے شائع ہو چکے ہیں۔ ان شعری مجموعوں کے علاوہ قاضی عطا کا سب سے بڑا کارنامہ ’’مفہوم القرآن ‘‘کے نام سے قرآن مجید کا مکمل منظوم ترجمہ ہے۔

                 یہ ترجمہ تین ہزار صفحات کی ضخامت اور تین جلدوں پر مشتمل ہے۔ اب تک ’’مفہوم القرآن ‘ ‘ کے دو ایڈیشن شائع ہو چکے ہیں۔ قاضی عطاؔ کا قلم کسی ایک موضوع الہیات کے موضوع ہی کا محتاج نہیں رہا ۔ اس کا خامہ زرفشاں زندگی کے ہر پہلو پر رواں رہا ہے۔ الہیات کے موضوع کو ملاحظہ کریں کس خوبصورت انداز سے اس کا اظہار کرتے ہیں:

لاکھ پردوں میں بھی ہے بے پردہ

 

1کل ہے اجزا میں آشکارا ہے

 

â۱۲۱۰)

 

 

 

 

ہر آئینہ جزو میں جلوہ نما ہے کل

 

پنہاں ہے گو نظر سے مگر وہ کہاں نہیں

الشيخ حافظ محمد إدريس وأسلوبه في تفسيره كشاف القرآن

Pashtun Ulama have always been in the service of Islam. The origin of Pashtun people in Pakistan is the province of Khyber Pukhtunkhwa formerly known is North West Frontier Province (NWFP). Pashtun Ulama have served Islam on different fronts; some have done Jihad against the non-Muslims, some of them have offered their services in the field of Islamic education, ie, teaching in Madrassas, while some have served Islam via their writing commentary of Qur’ān, explanation of Ḥadīth and juristic problems. This article discusses the worthy contributions of one of the great commentators of Qur’ān Shaykh Ḥāfiẓ Muḥammad Idrīs, who belonged to Mardan in the Province of Khyber Pakhtunkhwa, He lived in the 19th century. The article encompasses a detailed biography of the writer and his worthy contribution in serving Qur’ān, Islam and Muslims focusing on his commentary on Qur’ān in Pashto language named as “Kashshāf Al Qur’ān”. The method used for the research is descriptive and qualitative. The review literature showed that such an esteemed and vigorous scientist of different sciences of Qur’ān and his valuable contributions are out of the reach of scholars and libraries that may lead to an irreparable loss of the Islamic legacy. The study came up with the outcomes of his efforts in the field exegesis of Qur’ān, and the way and pattern he followed in interpreting different meanings of the revealed literature. The study would help out Islamic scholars and will enrich the domain of the Qur’ān’s research with new thoughts and viewpoints

Synthesis of Titanium Based Nitride Thin Films by Plasma Focus System

The present research is motivated by the remarkable mechanical, thermal and electronic properties of titanium based nitride thin films that have many applications ranging from coatings on cutting tools to diffusion barrier microelectronic applications. This work reports the first successful attempt to grow titanium based nitride thin films, specifically TiAlN, nc- TiN/ a-Si 3 N 4 , nc- (Ti, Al) N/ a-Si 3 N 4 and Ti-Si-N using plasma focus device. The synthesize of these films using different deposition techniques have been reported earlier but the use of plasma focus technique is one of the prospective hybrid deposition method which is not only economical, simple, efficient but also provide high deposition rate and good adhesion SS in less time compared to other available thin film synthesize techniques. The results of these experiments show the successful growth of titanium based nitride thin films using plasma focus device of energy 2.3 kJ. The following four types of different experiments were performed: In the first experiment, the sputtered titanium ions and energetic nitrogen ions emitted from Mather-Type plasma focus device were used to synthesize nanocrystalline TiN/amorphous-Si 3 N 4 thin films. The crystallite size analysis showed strong dependence on the number of focus shots. The crystallinity of TiN thin films wasfound to increase with increasing the number of focus shots. SEM results showed net like structure ofthe film deposited for 15 numbers of shots, which are in the form of elongated grains of Si 3 N 4 embedded in TiN crystals. The average surface roughness calculated from AFM images indicated that the average surface roughness increased for films deposited with increased number of focus shots. In the second experiment, a plasma focus device was used to prepare thin films of nc-(Ti,Al)N/a-Si 3 N 4 at room temperature. The plasma focus device, fitted with copper anode encapsulated with Ti 0.5 Al 0.5 anode, operated with nitrogen as the filling gas was used. Films were deposited with various number of focus shots, at 90 mm from top of the anode and at zero angular position with respect to anode axis. XRD patterns showed the growth of polycrystalline (Ti, Al) N thin films with orientations in the (111), (200), (220) and (311) crystallographic planes. Behavior of lattice constant, grain size and film roughness of xvideposited film as a function of variation in number of focus shots was discussed. SEM micrographs of film deposited with 15 number of focus shots exhibited well-developed net like structure of nc-(Ti,Al)N/a-Si 3 N 4 and possibly nc-(Ti,Al)N/a-Si 3 N 4 /a-AlN or nc-TiN/a- Si 3 N 4 /a-AlN. Surface Roughness ranging 64 nm to 89 nm was also observed. In the third experiment, TiAlN coatings were synthesized by a dense plasma focus deposition system. The effect of focus shots on the crystallography, microstructure, surface morphology, roughness and hardness was investigated. The X-ray diffraction (XRD) data showed TiAlN coatings crystallized in the cubic NaCl B1 structure with orientations in the (111), (200), (220) and (311) crystallographic planes.SEM micrographs showed dense and SS uniformly spread film with fine-grained morphology with hardly any void. Grain size and roughness were found to decrease, whereas thickness and hardness were found to increase, with increasing focus shots. In the fourth and the last experiment, a plasma focus device was used to prepare thin films of Ti-Si-N. XRD patterns showed the growth of polycrystalline TiN thin films. The results revealed that the grain size was correlated to the amount of silicon added. SEM results showed Ti–Si–N film exhibited a denser and amorphous compact structure almost without obvious defects due to addition of Si content in TiN structure. The surface roughness of synthesized thin films was much smoother compared to Plasma focus deposited thin films reported previously, the average surface roughness ranged from 0.23 nm to 9.39 nm.