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As the Apollo 11 prepared to land on the Moon July 20, 1969, Ronald Evans, who worked at the control centre, told the astronauts aboard to "watch for a lovely lady with a big rabbit," according to the flight journals of the National Aeronautics and Space Administration (NASA).
He also talked about the Chinese legend of the Moon, "An ancient legend says a beautiful Chinese girl called Chang-e has been living there for 4,000 years. It seems she was banished to the Moon because she stole the pill of immortality from her husband. You might also look for her companion, a large Chinese rabbit, who is easy to spot since he is always standing on his hind feet in the shade of a cinnamon tree."
Michael Collins, one of the astronauts on Apollo 11, answered: "Okay. We'll keep a close eye out for the bunny girl."


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Scotland and The North
... early and try to drive all the way down to Penrith (on the edge of the Lakes District). It was a long day, but we made it driving past Loch Ness, through the Highlands, out of Scotland and well back into England. We drove through a bit of the Lakes District the next day, but because of a blocked road we had to turn away and detour out. We stopped in Skipton for lunch were we took a walk in the woods to find some geocaches. We continued onto Sheffield, staying at ...
Highland Coos and Loch Ness Monsters!
... by snow and back again within the space of 5-10mins. There were quite a few fallen trees here, some with their roots sticking out like gnarly wooden tentacles and others ripping up huge chunks of earth with them, leaving the snowmelt to pool where they used to stand. Then we went for a nice long drive around the outside of Loch Ness. We tried as best as we could to spot her, but unfortunately she didn't mKe an appearance for us, meaning we didn't ...
Day Ten - Inverness
... omelette. Now readers this is where **** started to get weird. Out came the special flied lice smothered in roast pork and gravy, I **** you not ******* roast pork and gravy on the flied lice. Oh well this must be a Scottish take on the dish. Then the prawn omelette finally come out sitting on top of about 5 kilos of chips and peas. Now I love peas and chips, ahh **** it lets just eat up. After that we headed back to the Inn and having a quite night prior to the drive to Glasgow ...
Strathpeffer to Aberdeen
... over a Guinness from a local. Managed to locate & get a room but getting a park was another story! Several drives around several blocks, managed to jag a park & carried out a Mr Bean parking impersonation! The dilemma was worth it as we scored a brand new room. One cannot judge a book by it's cover or a motel by it's fa�ade! ...
Shanks' Pony Gets a Workout
... having been in contact with every part of that beautiful country with you.
After a quick breather, we continue onwards and upwards, under the cover of huge chestnut trees, and surrounded on either side of the path by beautiful ferns and Tolkein-esque moss-covered stones.
Before too long we broke free of the cover of the greenery and after a quick hike up a steep path, we had reached the summit. It was quite breathtaking; fields, farmhouses and ...

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Moisture Seal plus SheaButterMoisture Sealed into Every Strand - Conditions Hair for Healthy Shine and Softness
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This is the best product I have used in the past 2years. I used to use other product but they never straightened my hair, then I shifted to Dark and Lovely, which is...Read complete review
This is the best product I have used in the past 2years. I used to use other product but they never straightened my hair, then I shifted to Dark and Lovely, which is still working wonders for my hair, even though it has grown much longer.
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This made my hair fall out. I'm never going to use this again. I had long hair, and I had to cut it all off. It didn't straigthen my hair and didn't last...Read complete review
This made my hair fall out. I'm never going to use this again. I had long hair, and I had to cut it all off. It didn't straigthen my hair and didn't last long.
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Doesn't Work For My Hair!!!
By Tira
from Florida
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Comments about Dark and Lovely Healthy-Gloss Shea Butter Relaxer, Super, 1 kit:
I bought this to try and see if it would work for my hair because my hair is really thick down to my shoulders it did nothing for my hair it looks like I just washed it I will be returning to the regular perm I usually use.
Bottom Line No, I would not recommend this to a friend
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Perfect Relaxer for Course Hair
By Sie
from Philadelphia, PA
describe yourself Product Junkie
I have been using this product for over 10 years. Over the years the product has improved giving my hair added protection from the harsh chemicals in the relaxer. But I have got to say the is the best formula the brand has put together. It's almost like it's giving my hair a deep condition while straightening may hair at the same time. My hair has grown a lot from using this product.An now with the new formula it gives my hair added shine, moisture, body and bounce. I will not use any other relaxer Keep op the good work Dark & Lovely!
Bottom Line Yes, I would recommend this to a friend
(3 of 3 customers found this review helpful)
Love it....Love ...
By Anonymous
from Undisclosed
Love it....Love it.....Love it! My hair has grown at least 12inches in 2yrs. Keep up the good work. I would recommend it to any one who wants silky, straight locks, shine and easy to comb.
(3 of 4 customers found this review helpful)
This relaxer is good only ...
See all my reviews
This relaxer is good only if your hair needs super strength. Regular strength or mild may work better depending on your hair texture. For the most part you can't put a relaxer in hair that has a perm or wave noveau, you have to let it grow out first. Hair should be looked at by a beautician first to make sure it is not breaking or shedding.
By gina
I would say this product ...
I would say this product is unique. I tried other products but they didn't work the way I expected. When I tried this product, it worked so perfectly well. My hair was so relaxed and no damage was done. I recommended it to my mother and sisters and today, we still use it. We are happy.
(2 of 2 customers found this review helpful)
This is a very good ...
By Brandi
from Chattanooga, TN
This is a very good relaxer. I use it every time I relax my hair. My hair has grown so much since I started using it.
(2 of 5 customers found this review helpful)
I used this relaxer last ...
I used this relaxer last year, and it worked absolute wonders on my completely frizzy and unruly perm. I just used it again, tonight, and I can't believe the horrible results - my hair is falling out, breaking, etc. I will never purchase this product, again. I suggest using only 1/2 the application (regardless of how long or thick your hair is), of the REGULAR strength first.
(5 of 5 customers found this review helpful)
(1 of 2 customers found this review helpful)
I usually use a lye ...
By Samantha
from New Haven, CT
I usually use a lye relaxer, but since I've gone to college and have no car this was the closest I could get to a relaxer that I could apply myself and have sent directly to me. This product is easy to use and convenient. I couldn't imagine not being able to put a comb through my hair in college.


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CHAPTER 01 INTRODUCTIONS 1.1 Background Of Study Insurance is a very important part of personal financial planning. Because it is the quickest & easiest source of cash for family upon death & cover the any claim. Because those today lots of customers are join the insurance. So automatically increase competition companies. When increases the competitors the originations should retaining their customer. They cannot do that haven't their profit & they can't achieve originations objectives. Insurance is "Basically a protection against a financial loss which can arise on the happening of an unexpected event. Insurance companies collect premiums to provide for this protection. By paying a very small sum of money a person can safeguard himself and his family financially from an unfortunate event." Insurance only spread the financial loses of insurance members over the whole of remaining insured. Whole assets are not damaged thus insurance company act as middle man for such social cooperation. Life insurance policy affords protection to individual, widows and dependents to meet the critical situation. Fire marine and miscellaneous polices help the development of trade, commerce and industry hence the importance of insurance from social and economic point of view is immense of economic growth. Insured reduce the losses It is means of savings It is helpful in competition Insurance helps in spreading education It promote international trade It accumulates large funds for nation 1 1.2 Problem statement Insurance companies contribute an important part to the financial sector & whole economy. In Badulla ceylinco insurance company provide service to the customers but continuously monthly premium payment decreased. 2009 April 15 May 36 June 48 July 51 1.3 Objectives of research Main objective 1. To identify the strategies to retaining customers Sub objectives 1. To identify the competitors 2. To identify the factors to customer retaining 3. To identify the present situation of Badulla ceylinco insurance company 2 1.4 Conceptual Frame work Figure 1.1 Conceptual Frame work Quality Recovery Cost Value Satisfaction Choice Loyalty Retention 1.5 Methodology 1.5.1 Data Collection Method Primary data Interview Questionnaires Secondary data Annual report of ceylinco insurance 2008 Other related report - policy book, Magazine 1.5.2 Evaluation Methods Collection data will be evaluated the based on the mean value & standard deviation of variable. It will be discussed as following way: Range Decision attribute 1<X=<2.5 Lower level retention 2.5<X=3.5 Moderate level retention 3.5<X=5.0 Higher level retention 3 CHAPTER -02 LITERATURE REVIEW 2.1 Introduction A literature review discusses published information in a particular subject area, and sometimes information in a particular subject area within a certain time period. A literature review can be just a simple summary of the sources, but it usually has an organizational pattern and combines both summary and synthesis. A summary is a recap of the important information of the source, but a synthesis is a re-organization, or a reshuffling, of that information. It might give a new interpretation of old material or combine new with old interpretations. Or it might trace the intellectual progression of the field, including major debates. And depending on the situation, the literature review may evaluate the sources and advise the reader on the most pertinent or relevant. This chapter began with retention, measuring retention, Importance of customer retention, Advantages of customer retention, Benefits of Customer Retention: Statistics, Measuring Customer Retention. 2.2 Customer retention In today's challenging economy and competitive business world, retaining their customer base is critical to organization success. If they don't give their customers some good reasons to stay, organization's competitors will give them a reason to leave. Customer retention and satisfaction drive profits. It's far less expensive to cultivate organization existing customer base and sell more services to them than it is to seek new, single-transaction customers. Most surveys across industries show that keeping one existing customer is five to seven times more profitable than attracting one new one. A customer-focused approach among its employees is still not present. In this era of intense competition, it is very important for any service company to understand that merely acquiring customers is not sufficient because there is a direct link between customer retention over time and profitability & growth. Customer retention to a great extent depends on service quality and customer satisfaction. It also depends on the ability of the organization to encourage customers to complain and then recover when things go wrong. Complaints are natural part of any service activity as mistakes are an unavoidable feature of all human endeavor and thus also of service recovery. Service recovery is the process of putting things right after something goes wrong in the service delivery. 4 Customer retention is the maintenance of continuous trading relationships with customers over the long term. Customer retention is the mirror image of customer defection or churn. High retention is equivalent to low defection. Customer retention is about keeping the customers organization has spent that money to acquire. And if you're in an industry where they make multiple purchases over the years, organization entire team should be very focused on retaining those customers: Delivering service that's consistent with your value proposition and brand Cross-selling, up-selling and asking for referrals from existing customers Developing programs to increase customer loyalty and decrease turnover Knowing the lifetime value for different segments and using that data to improve your marketing Prioritizing retention as a major focus in your annual marketing plan Studies say it costs ten times more to generate a new customer than to maintain an existing one. If organization has a small number of customers, losing a few could cripple company. Even if you have a large number of customers, a small increase in retention rate should dramatically increase profits. The maintenance of the patronage of people who have purchased a company's goods or services once and the gaining of repeat purchases. Customer retention occurs when a customer is loyal to a company, brand, or to a specific product or service, expressing long-term commitment and refusing to purchase from competitors. A company can adopt a number of strategies to retain its customers. Of critical importance to such strategies are the wider concepts of customer service, customer relations, and relationship marketing. Companies can build loyalty and retention through the use of a number of techniques, including database marketing, the issue of loyalty cards, redeemable against a variety of goods or services, preferential discounts, free gifts, special promotions, newsletters or magazines, members' clubs, or customized products in limited editions. It has been argued that customer retention is linked to employee loyalty, since loyal employees build up long-term relationships with customers. Customer retention has always been an important topic for the marketing. For sure, the advantages of loyal clients are obvious. In the last years the concept had a renaissance because of the new term CRM (Customer Relationship Management). However, CRM comprises nearly every customer oriented activity from a complaint hotline to client cards and client clubs. Often CRM is only implementing new systems for data mining and client segmentation or operational systems like a complaint management. But the thing is: data mining systems or client clubs are not the basis. 5 They are the cherry of the cake called client retention. A company like Porsche needs no client club to tie up the customer to the brand. A key principle of relationship marketing is the retention of customers through varying means and practices to ensure repeated trade from preexisting customers by satisfying requirements above those of competing companies through a mutually beneficial relationship This technique is now used as a means of counterbalancing new customers and opportunities with current and existing customers as a means of maximizing profit and counteracting the "leaky bucket theory of business" in which new customers gained in older direct marketing oriented businesses were at the expense of or coincided with the loss of older customers. This process of "churning" is less economically viable than retaining all or the majority of customers using both direct and relationship management as lead generation via new customers requires more investment. Many companies in competing markets will redirect or allocate large amounts of resources or attention towards customer retention as in markets with increasing competition it may cost 5 times more to attract new customers than it would to retain current customers, as direct or "offensive" marketing requires much more extensive resources to cause defection from competitors. However, it is suggested that because of the extensive classic marketing theories center on means of attracting customers and creating transactions rather than maintaining them, the majority usage of direct marketing used in the past is now gradually being used more alongside relationship marketing as its importance becomes more recognizable. According to Buchanan and Gilles the increased profitability associated with customer retention efforts occurs because of several factors that occur once a relationship has been established with a customer. The cost of acquisition occurs only at the beginning of a relationship, so the longer the relationship, the lower the amortized cost. Account maintenance costs decline as a percentage of total costs (or as a percentage of revenue). Long-term customers tend to be less inclined to switch, and also tend to be fewer prices sensitive. This can result in stable unit sales volume and increases in dollar-sales volume. Long-term customers may initiate free word of mouth promotions and referrals. Long-term customers are more likely to purchase ancillary products and high margin supplemental products. Customers that stay with you tend to be satisfied with the relationship and are less likely to switch to competitors, making it difficult for competitors to enter the market or gain market share. 6 Regular customers tend to be less expensive to service because they are familiar with the process, require less "education", and are consistent in their order placement. Increased customer retention and loyalty makes the employees' jobs easier and more satisfying. In turn, happy employees feed back into better customer satisfaction in a virtuous circle. 2.3 Importance of Customer Retention Why are customers more profitable for service firms over a period of time? There are a number of reasons for this. To begin with, to acquire a customer a company incurs promotional costs like advertising, sales promotion etc. It is said that it costs five times more to attract a new customer than retaining one. The operating cost decreases when a customer stays. Services being rich in experience and credence qualities, it takes some time for customers to get accustomed to it and once they are used to the service and are satisfied with the service provider ,they tend to purchase more over a period of time. As they remain satisfied with a service provider, they spread a positive word of mouth, which is very effective in case of services for attracting new customers. Longer the customer stays with an organization, more the organization knows about him, which enables it to offer customized services which make it difficult for the customer to defect. This may even provide opportunities to the organization to charge price premium by offering individualized services which may be difficult for the competitors to offer. Considering the importance of retaining customers in service business, Reichheld & Sasser coined a term 'Zero Defection'. They highlighted that companies can boost profits by almost 100% by retaining just 5% more of their customers. Further, it is also very important to understand the life time value of a customer. Further, if by a positive word of mouth, he brings just one more customer to the organization, his value to the organization doubles. Therefore, it is important for all the employees in the organization to understand the life time value of their customers. Once they understand it, they will treat the customer accordingly and will focus on building relationship with the very people who keep them in business. 7 2.4 Advantages of customer retention Possibility of repeat business This is probably the most obvious advantage of customer retention. Effective services that lead to customer satisfaction will make customer coming back to again, thus giving repeat business. Repeat business is a win-win proposition for the business / service provider and the customer. The business reduces the cost of customer acquisition, while the customer reduces the cost of finding a reliable vendor and thus also saves on costs associated with switching vendors. Reduced costs for customer acquisition Acquiring a customer has certain associated costs. These include the costs associated with advertising, following up, sales demos, travel and meeting costs etc. Having a repeat customer means that the customer is already aware of your processes and can predict a certain quality of output, thus minimizing the costs involved in new customer acquisition. Having a repeat customer also has the potential to open up another channel to advertise your business – word of mouth. Word of mouth advertising / recommendations are perhaps the most important outcome of having a satisfied customer. Fostering greater interaction between business and customer Today's markets are increasingly moving away from mass produced standard products and services, towards a more customized market, where products and services are tailored to meet customers' specific requirements. Having a repeat customer is an opportunity for you to build a more focused relationship based on your customers' specific needs and requirements. Being ensured of having a customer who comes back, you have more confidence to suggest improvements, provide insights to better understand their needs and consequently design products and services that are relevant. Having a repeat business also provides an opportunity for the buyer and the seller to co-create products and services. Having more delighted customers Effective customer retention strategies allow you to move from the zone of customer satisfaction to customer delight. Studies have shown that customer delight is achieved only when there is a perfect synergy between the buyer and seller – when the seller understands exactly what the buyer needs and the buyer understands what the seller can deliver exactly what he needs. If you are able to delight your customers, you have better chances of them coming back to you, since they now know why you are different from the rest of competition. 8 2.4.1 Benefits of Customer Retention: Statistics Acquiring new customers can cost five times more than satisfying and retaining current customers A 2% increase in customer retention has the same effect on profits as cutting costs by 10% The average company loses 10% of its customers each year A 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry The customer profitability rate tends to increase over the life of a retained customer Companies can boost profits anywhere from 25 to 125% by retaining merely 5% more existing customers. Only one out of 25 dissatisfied customers will express dissatisfaction. Happy customers tell 4 to 5 others of their positive experience. Dissatisfied customers tell 9 to 12 how bad it was. Two-thirds of customers do not feel valued by those serving them. 2.5 Measuring Customer Retention Retention rate is normally calculated as the number of customers who have been lost over a period of time, usually calculated over a quarterly or annual period. The key is to calculate the percentage versus existing customers, and not underestimate the loss rate by tallying new customer acquisitions into the mix. The customer retention rate refers to the number of customers lost over a period of time. It is normally calculated by the percentage of lost customers versus existing customers over a quarterly or annual period, without tallying new customer acquisitions. While there are obvious benefits to keeping customers loyal and maintaining high customer retention rates, it can be extremely challenging for management to keep retention rates up. This guide will explore some of the best customer retention strategies, important topics and common challenges related to customer retention: According to ROI expert Tom Pisello, CEO and President of Alinean, the customer retention rate is calculated by determining the number of customers lost over a period of time compared to repeat customers over the same amount of time. Pisello said, "A customer is one who continues to make purchases, and a lost customer is one who has made purchases, but does not repeat these purchases for some time. The key is to analyze the repeats over a long enough horizon." 9 The calculation is: (Total number of customers - the number of repeat customers) (Total number of customers) Some companies can measure retention rate using their CRM system, since any of the vendors with solid sales modules should offer this capability. Customer service expert Lori Bocklund, founder and president of Strategic Contact, Inc., recommends that companies look for this functionality when evaluating CRM solutions, even though it is unlikely to be the differentiating factor. "You can also consider performance optimization tools if you want to combine things like save rate with other key performance indicators for an overall scorecard," Bocklund said. Companies like Witness, Performix, AIM, and Merced offer these types of tools. To measure this, some companies combine data from the CRM system and data from other systems, such as your quality monitoring system, ACD or CTI solution handling contact routing and reporting. There are no hard and fast rules on calculating customer defection and customer retention, according to Lowenstein. It can depend on the industry or the type of business, since some companies have long-term arrangements with customers. B2B customer deflection models may be somewhat more challenging, Lowenstein said, because of the greater likelihood to have missing or incomplete 'firm graphic' variables. However, several consulting and database management companies have succeeded in creating them. However, the appropriate interval over which retention rate should be measured is not always one year. Rather, it depends on the customer repurchase cycle. Car insurance and magazine subscriptions are bought on an annual basis. Carpet tiles and hi-fis are not. If the normal hi-fi replacement cycle is four years, then retention rate is more meaningful if it is measured over four years instead of twelve months. Additional complexity is added when companies sell a range of products and services, each with different repurchase cycles. Automobile dealers might sell cars, parts, fuel and service to a single customer. These products have different repurchase cycles which make it very difficult for the dealer to have a whole of customer perspective on retention. Sometimes companies are not clear about whether an individual customer has defected. This is because of the location of customer related data, which might be retained in product silos, channel silos or functional silos. 10 2.5.1 Type of customer retention rate 1. Raw customer retention rate: This is the number of customers doing business with a firm at the end of a trading period, expressed as percentage of those who were active customers at the beginning of the period. 2. Sales-adjusted retention rate: This is the value of sales achieved from the retained customers, expressed as a percentage of the sales achieved from all customers who were active at the beginning of the period. 3. Profit-adjusted retention rate: This is the profit earned from the retained customers, expressed as a percentage of the profit earned from all customers who were active at the beginning of the period. 11 CHAPTER -03 INSURANCE 3.1 Introduction Insurance, in law and economics, is a form of risk management primarily used to hedge against the risk of a contingent loss. Insurance is defined as the equitable transfer of the risk of a loss, from one entity to another, in exchange for a premium, and can be thought of as a guaranteed and known small loss to prevent a large, possibly devastating loss. Insurance is a form of risk management in which the insured transfers the cost of potential loss to another entity in exchange for monetary compensation known as the premium There are mainly two parties involved in this – the insurer and the insured. The insurer is the insurance company who will provide the cover to the insured against any financial losses. The insured may be an individual person or a group of people like an employer, members of a society. The insurance rate is a factor used to determine the amount to be charged for a certain amount of insurance coverage, called the premium. Insurance is appropriate when you want to protect against a significant monetary loss. Take life insurance as an example. If you are the primary breadwinner in your home, the loss of income that your family would experience as a result of our premature death is considered a significant loss and hardship that you should protect them against. It would be very difficult for your family to replace your income, so the monthly premiums ensure that if you die, your income will be replaced by the insured amount. The same principle applies to many other forms of insurance. If the potential loss will have a detrimental effect on the person or entity, insurance makes sense. 3.2 Principles of insurance 3.2.1 Insurable Interest Insurable interest is a fundamental principle of insurance. It means that the person wishing to take out insurance must be legally entitled to insure the article, or the event, or the life. In other words, the happening of the event insured against, or the death of the life insured must cause the policyholder financial loss. Similarly, you cannot insure the lives of other people unless you have a financial interest in the life being insured. The principle of insurable interest demonstrates the difference between insurance and a wager or bet. 12 3.2.2 General Principles Other principles apply to all kinds of insurance. Insurance can provide compensation only for the actual value of property. It cannot cover the loss of sentimental value, for example. There must be a large number of similar risks so that the likelihood of a claim can be spread among other policyholders. It must be possible for insurers to calculate the chance of loss so that a premium can be set which matches the risk. Losses must not be deliberate and not inevitable. Clearly, you could not buy fire insurance for a house which was already burning or life insurance for someone on his or her deathbed. Lastly, there are some risks which have financial implications so vast that they can be dealt with only by the state. These risks (mainly those arising from war or the major escape of nuclear or radioactive material) are normally not insurable. Insurance takes the risk away from people's lives and businesses. It brings peace of mind to the policyholder. In return for paying premiums the policyholder knows that, if the unexpected happens, financial compensation will be available from the fund of premiums. 3.3 Type of insurance Below are some kinds of insurances 3.3.1 LIFE INSURANCE: Life insurance policy insures the life of the insured. The insurance company is legally bound to provide a monetary benefit to a decedent's family or the beneficiary after the death of the policyholder. The proceeds are paid to the beneficiary either in a lump sum amount or an annuity 13 3.3.2 MEDICAL INSURANCE: Medical insurance is also called medclaim. Under this policy the insurance policy pays the amount to the insured for his health purpose. This amount covers the cost of medical treatment. 3.3.3 DISABILITY INSURANCE There are two types of disability insurance. One is simple disability insurance and the other is total disability insurance. In case of simple disability insurance, a financial support on monthly basis is provided by the insurer to the policy holder if he is unable to work due to an injury or an illness. But permanent disability insurance provides the reimbursement if a person becomes permanently disabled. 3.3.4 GENERAL INSURANCE: It includes automobiles insurance, business insurance, property insurance etc. 126.96.36.199 Automobile insurance: This insurance is called motor insurance. It compensates the loss or damage occurred to the vehicle. But in United States auto insurance policy is essential to legally operate a vehicle on public roads. 184.108.40.206 Business insurance: Business insurance protects the businesses against risks of losses and damages and compensates in case of loss 126.96.36.199 Property insurance: This type of insurance protects the property against the risks like fire, theft etc. This category also includes fire insurance, flood insurance, earthquake insurance etc 14 3.4 History of insurance The first insurance company in the United States was formed in Charleston, South Carolina in 1732, but it provided only fire insurance. The sale of life insurance in the U.S. began in the late 1760s. The Presbyterian Synods in Philadelphia and New York created the Corporation for Relief of Poor and Distressed Widows and Children of Presbyterian Ministers in 1759; Episcopalian priests organized a similar fund in 1769. Between 1787 and 1837 more than two dozen life insurance companies were started, but fewer than half a dozen survived. Prior to the American Civil War, many insurance companies in the United States insured the lives of slaves for their owners. In response to bills passed in California in 2001 and in Illinois in 2003, the companies have been required to search their records for such policies. New York Life for example reported that Nautilus sold 485 slaveholder life insurance policies during a two-year period in the 1840s; they added that their trustees voted to end the sale of such policies 15 years before the Emancipation Proclamation. Life insurance dates only to ancient Rome; "burial clubs" covered the cost of members' funeral expenses and helped survivors monetarily. Modern life insurance started in 17th century England, originally as insurance for traders merchants, ship owners and underwriters met to discuss deals at Lloyd's Coffee House, predecessor to the famous Lloyd's of London. 3.5 Life insurance Life insurance or life assurance is a contract between the policy owner and the insurer, where the insurer agrees to pay a sum of money upon the occurrence of the insured individual's or individuals' death or other event, such as terminal illness or critical illness. In return, the policy owner agrees to pay a stipulated amount called a premium at regular intervals or in lump sums. There may be designs in some countries where bills and death expenses plus catering for after funeral expenses should be included in Policy Premium. As with most insurance policies, life insurance is a contract between the insurer and the policy owner whereby a benefit is paid to the designated beneficiaries if an insured event occurs which is covered by the policy. The value for the policyholder is derived, not from an actual claim event, rather it is the value derived from the 'peace of mind' experienced by the policyholder, due to the negating of adverse financial consequences caused by the death of the Life Assured. To be a life policy the insured event must be based upon the lives of the people named in the policy. 15 There is a difference between the insured and the policy owner (policy holder), although the owner and the insured are often the same person. For example, if Joe buys a policy on his own life, he is both the owner and the insured. But if Jane, his wife, buys a policy on Joe's life, she is the owner and he is the insured. The policy owner is the guarantee and he or she will be the person who will pay for the policy. The insured is a participant in the contract, but not necessarily a party to it. The beneficiary receives policy proceeds upon the insured's death. The owner designates the beneficiary, but the beneficiary is not a party to the policy. The owner can change the beneficiary unless the policy has an irrevocable beneficiary designation. With an irrevocable beneficiary, that beneficiary must agree to any beneficiary changes, policy assignments, or cash value borrowing Life insurance may be divided into two basic classes – temporary and permanent or following subclasses - term, universal, whole life and endowment life insurance. Term assurance: provides for life insurance coverage for a specified term of years for a specified premium. The policy does not accumulate cash value. Term is generally considered "pure" insurance, where the premium buys protection in the event of death and nothing else. Permanent life insurance is life insurance that remains in force (in-line) until the policy matures (pays out), unless the owner fails to pay the premium when due (the policy expires OR policies lapse). The four basic types of permanent insurance are whole life, universal life, limited pay and endowment. 3.5.1 Benefits of life insurance Life Insurance provides the dual benefits of savings and security. The following benefits explain why this investment tool should be an integral part of your financial plans. Risk Cover - Life today is full of uncertainties; in this scenario Life Insurance ensures that your loved ones continue to enjoy a good quality of life against any unforeseen event. Planning for life stage needs - Life Insurance not only provides for financial support in the event of untimely death but also acts as a long term investment. You can meet your goals, be it your children's education, their marriage, building your dream home or planning a relaxed retired life, according to your life stage and risk appetite. Traditional life insurance policies i.e. traditional endowment plans, offer in-built guarantees and defined maturity benefits through variety of product options such as Money Back, Guaranteed Cash Values, Guaranteed Maturity Values. 16 Protection against rising health expenses - Life Insurers through riders or stand alone health insurance plans offer the benefits of protection against critical diseases and hospitalization expenses. This benefit has assumed critical importance given the increasing incidence of lifestyle diseases and escalating medical costs. Builds the habit of thrift - Life Insurance is a long-term contract where as policyholder, you have to pay a fixed amount at a defined periodicity. This builds the habit of long-term savings. Regular savings over a long period ensures that a decent corpus is built to meet financial needs at various life stages. Safe and profitable long-term investment - Life Insurance is a highly regulated sector. IRDA, the regulatory body, through various rules and regulations ensures that the safety of the policyholder's money is the primary responsibility of all stakeholders. Life Insurance being a long-term savings instrument, also ensures that the life insurers focus on returns over a long- term and do not take risky investment decisions for short term gains. Assured income through annuities - Life Insurance is one of the best instruments for retirement planning. The money saved during the earning life span is utilized to provide a steady source of income during the retired phase of life. Protection plus savings over a long term - Since traditional policies are viewed both by the distributors as well as the customers as a long term commitment; these policies help the policyholders meet the dual need of protection and long term wealth creation efficiently. Growth through dividends - Traditional policies offer an opportunity to participate in the economic growth without taking the investment risk. The investment income is distributed among the policyholders through annual announcement of dividends/bonus. Facility of loans without affecting the policy benefits - Policyholders have the option of taking loan against the policy. This helps you meet your unplanned life stage needs without adversely affecting the benefits of the policy they have bought. 17 Tax Benefits-Insurance plans provide attractive tax-benefits for both at the time of entry and exit under most of the plans. Mortgage Redemption- Insurance acts as an effective tool to cover mortgages and loans taken by the policyholders so that, in case of any unforeseen event, the burden of repayment does not fall on the bereaved family 3.6 Ceylinco life history From its inception almost half a century ago, Ceylinco has led the way in the commercial development of Sri Lanka. The story of its founding, fostering and flowering is closely allied to that of the nation itself - the island state's emergence as a model economy in the developing world. The Ceylinco success story is a reflection of the beliefs and aspirations of two entrepreneurs - a pioneering father and his equally dynamic son. Ceylinco Consolidated is led by Deshamanya Dr Lalith Kotelawala, son of the late Senator Justin Kotelawala Ceylinco, an abbreviation of Ceylon Insurance Company, became the first registered company in Sri Lanka in 1939, and the only indigenous business dealing in insurance - a sector that was the domain of British colonial firms up until then. The late Senator Justin Kotelawala's dream to establish and encourage an indigenous entrepreneurial spirit in the people of Sri Lanka is a living reality today. He dared to dream and never lost sight of it. His legacy of thinking big lives on, even today, in every existing and new Ceylinco venture that is born 18 3.6.1 Ceylinco Insurance Life Established in 1987, Ceylinco insurance is today in the enviable position of being the leading private sector insurer for over a decade. It is currently placed among the country's blue chip companies. The premium income of the division exceeded Rs. 2.15 billion in 2001 -the highest recorded by a private sector insurer in Sri Lanka. With Life insurance and annuity products being the core business areas, it has developed the largest network of insurance agents, who can be accessed by customers in the remotest parts of the country. A dedicated sales force, professionally trained in Life insurance, supports the vision of covering every Sri Lankan with a Ceylinco Life policy. Quick and fair claims settlement with minimum fuss and an islandwide network of 77 computerized branches are some of the attributes that customers have come to appreciate. The Life Fund of the company has exceeded Rs. 6 billion, indicating the fastest growing Life Fund in the industry. Ceylinco Insurance has also produced the first batch of Diploma holders from the prestigious Life Underwriters Training Council in the US, and it is the only Sri Lankan company to send the highest number of participants to the famous Million Dollar Round Table (MDRT). Recent innovations pioneered in the Life insurance industry include a unique insurance policy for ladies, a cash bonus for policyholders, surgical insurance cover, and granting of scholarships to policyholders' children. Undoubtedly, the company's innovative policies and its professional sales force will enable it to reach the overall leadership in the industry in Sri Lanka. 3.6.2 Service providing by Ceylinco Insurance Company Ceylinco Insurance plans 01 Pranama Ceylinco Life Pranama is a special scholarship scheme starting from the year 5 scholarship right upto university. This scholarship scheme was introduced in late 2001 and the first ever scholarship award ceremony was held in January 2002. Those eligible for the Ceylinco Life Pranama Scholarship scheme will only be children of Ceylinco Life Policyholders who achieve the highest academic results district-wise. If child excels in studies, sports, culture, arts and even if child has invented something new and gained recognition, you may apply for a Ceylinco Pranama Scholarship. 19 02. Advance Payment Ceylinco Life Advance payment policy pays advance payments regularly & pays the balance amount at maturity with bonuses. The life Cover is not reduced although the advance payments are paid periodically 03. Double Growth The Life Cover and the Maturity Benefit both grow by 10 or 5 per cent per year in this new product, aptly branded "Ceylinco Life Double Growth" ensuring that the value of the policy grows with each year, holding its own against inflation and other investment options in the market 04. Divisayura Ceylinco Life Divisayura is specialized product which provides an affordable life cover for fishermen in the coastal belt of the country, in keeping with the company's vision of providing a life cover for every family. 05. 65 Plus For the first time life insurance policyholders will be covered for critical illness after the age of 65. "65plus" from Ceylinco life is the unique scheme to cover loyal policyholders for 20 critical illnesses even after they reach 65 years. Any policyholder who has been a policyholder for 10 years and age above 65 years could benefit under this scheme. All health insurance policies cease its benefits once the policyholder reaches 65 years. Ceylinco Life insurance policyholders however need not to worry as they will be covered for 20 critical illnesses for their life time. Once a policyholder reaches 65 years and has been a policyholder for 10 years he / she will qualify to benefit under the 65 plus scheme 06 Aloka "Ceylinco Life Aloka" scheme is an Education Grant, which mainly aims at extending financial assistance to the children of deceased policyholders. This scheme ensures that the loss of his or her guardian will not result in the disruption of a bereaved child's education. Under this scheme a monthly allowance of Rs. 1,500/- will be paid to the parent/guardian for 03 years. 20 07. Endowment Ceylinco Life Endowment is a very attractive product from Ceylinco Life. This is providing life insurance in the most flexible way, customizing to each customer. 08 FIB Ceylinco Life FIB can replace an income for the period of 10 years after the death of wage earner and the dependents/beneficiaries will be guaranteed a lump sum payment for 10 years for them to meet their expenses 09 Yearly Benefits This is a Single premium plan, where an annual payment to be paid out at the end of each policy year. The Annual payment percentage will be declared at the beginning of each year. The Single premium will be returned at the maturity of the policy. There is a Death benefit attached to this cover after the first 12 months, which is 105% of the Single Premium. 10. Ceylinco Life Retirement Account (CRA) Statistics show that one in every four Sri Lankan will be over 60 years of age very soon. What if you're that one person? When that happens, have you thought about who will look after you? Ceylinco Life Retirement Account has been developed to address this issue in order that your retirement will be taken care of, so you won't have to depend on anyone in the future. This flexible Retirement Plan will support you, as well as your family. 11 Govi Vishrama This product is designed specially to provide financial assistance to farmers who are not secured in terms of benefits at their retiring age. It offers several options for the policyholders to pay the premium after receiving a bountiful harvest so that financial constraints will not affect the continuity of the benefits. Customers may change the premium value and as a result can decide the amount of pension to be provided at retirement. 21 12 Major Surgery As you may have realized, the cost of surgical operations keep increasing day by day. The high cost of medicine, equipment and fees levied by specialized surgeons, all contribute to the amounting expenses, it usually adds to your expenditure. But now, thanks to "Ceylinco Life Major Surgery", you can avail yourself for almost any type of surgery with no significant expenditure. 13. Jeewa Yathra Ceylinco Life Jeewayathra guarantees a steady monthly income to look positively towards the future at a time, when one is faced with the reality of physical disability. We, at Ceylinco Life can help you to deal with this situation. Of course we know that nothing can compensate for total disability. But, we can give you the necessary financial support & peace of mind by providing you with a guaranteed monthly income on total and permanent disability, a guaranteed lump sum payment on partial disability and a guaranteed lump sum payment in case of death due to an accident 14. Yugadivi Ceylinco Life YUGADIVI is offered as a special privilege to the Spouse of a Ceylinco Life Policyholder, enabling a Policyholder to extend cover to his or her spouse, for the same sum assured - for a few rupees more. Opting for the YUGADIVI Privilege is not only convenient, but it also strengthens family security - particularly if the spouse contributes to the family income. 15 Digasiri Plus Life is full of uncertainties. When critical illnesses strike the effect is shattering. It paralyses you and your family, emotionally, physically, and economically. Ceylinco Life Digasiri, the first critical illness policy covers you and your family for 25 critical illnesses. This unique Critical Illness Policy pays you on diagnosis or upon undergoing surgery. 22 16 Pradeepa The unique feature would be that it offers a life cover of Rs. 100,000/= for a term of 5 years for only one single payment of Rs. 1250/=. The maximum cover under the new scheme is Rs. 400,000/=. No hassles of going for medical examinations, just a simple application to be filled and the policy will be delivered within a day. 17 Randaru Ceylinco Life Ran Daru is the means by which every loving father can fulfill his hopes and dreams for his precious child. If, unexpectedly, you aren't there for your child anymore, your plans for your child's future development will be a reality with Ceylinco Life Ran Daru, while the shadow of your love watches over your precious child. 18 Ceylinco Life Retirement Fund (CRF) The Ceylinco Life Retirement Fund (CRF) unlike other retirement funds is flexible, giving you total control of how you enjoy and reap the benefits of your retirement. It lets you decide exactly how you get paid and at what age you retire. CRF offers you additional benefits to help you in your retirement. 19 Shilpa Thinking about the further education needs of your child when planning for her/his future is a concern that many parents share. No matter how much you plan for their future it is impossible to predict whether you will have the financial stability to give them the education that they deserve. 20 Supreme Ceylinco Life Supreme, the investment oriented investment plan, is the only life policy that pays the full policy value at maturity without any deductions of the generous periodic payments that are made every 4 years. In addition, the policy value at maturity is further enhanced by dividends" 23 21 Uthum Uthum is a comprehensive insurance policy that covers you and your dependants. What is unique about Ceylinco Life Uthum is that even after receiving your benefits at maturity; Ceylinco Life Uthum continues to provide a lifetime cover for no additional fee. 22 Sipsetha The first-ever Education Plan –it's unique, in that it protects your child's future and provides for education. SIPSETHA pays Education Annuities during the decisive Ordinary Level, Advanced Level and higher studies years. More importantly, SIPSETHA will triple the Annuity and waive further payment of premium, if your child is left without your support. SIPSETHA will help you provide your child with the all-important extra help, to help him or her emerge above the rest in competitive examinations. 23 Family Hospital Cash With Ceylinco Life Family Hospital Cash, you get a daily payment in the event of your hospitalization and you are paid for every day in hospital. In case you are admitted to intensive care unit you will be paid an additional Rs.2, 500/- per day, irrespective of your payments already taken. 24 CHAPTER-04 RESEARCH METHODOLOGY 4.1 Introduction The system of collecting data for research projects is known as research methodology. The data may be collected for either theoretical or practical research for example management research may be strategically conceptualized along with operational planning methods and change management. Research methodology is where you describe the how goanna gather information (methods) this can be survey interview, litterateur review etc. And then explain each method what are they, what you will do in each method. Some important factors in research methodology include validity of research data, Ethics and the reliability of measures most of your work is finished by the time you finish the analysis of data. Formulating of research questions along with sampling weather probable or non probable is followed by measurement that includes surveys and scaling. This is followed by research design, which may be either experimental or quasi-experimental. Methodology includes a philosophically coherent collection of theories, concepts or ideas as they relate to a particular discipline or field of inquiry: [citation needed] 4.2 Method of data collection Method of data collection explains the type of data required for this research and structure. 4.2.1 Type of data Source of data can be classified in to two. Those are, I. Primary data II. Secondary data Primary data Primary data is data that we collect ourselves. It is the information that is developed or gathered by the researcher specifically for the research project to be done. Primary data are the facts and figures that are newly collected for a rese 25 In this research following sources collect the primary data. 1. Interview 2. Questionnaires Secondary data Secondary data will be obtained from the following ways. 1. Annual report of ceylinco insurance 2008 2. Policy book 3. Magazine 4.2.2 Structure of the questionnaire The questionnaire is divided into two parts. 1. Personal information 2. Research information Personal information of customer retaining consists of age, sex, civil status, educational qualification, occupation, income. There are 10 questions include in the questionnaire to collect the data. Those are Research information. 4.3 Method of data presentation and analysis Any research finally leads to a result, which would be analyzed, from the data that have been received by the researcher. Data analysis is meant to be the most sensitive part of any research work. On achieving this various methods can be adopted there are three different methods using for data analysis such as univariate analysis method is adopted. Statistic that describe one variable are called univariate statistic. The univariate analysis consists of mean, standard deviation, percentage etc. Although the mean most commonly seen representation of central tendency and the standard deviation takes into account each observation's distance from the mean. The obtained data were presented through table based on the percentages of the respondents and were analysis through spread sheet under the univariate measures such as mean, standard deviation. 26 4.4 Method of data evaluation After the data analysis, it must be evaluated to get the decision. Here the decision rule will be applied. That is univariate measures calculated to the decision. The likert's scale is given 1-4 to each statement in the questionnaires. Based on the value indicated in the questionnaire, the average value for each factor is considered. The mean value lies between 1- 4 which strongly disagrees to strongly agree. Indicate of four points liker are as follows. 1) Strongly disagree 2) Disagree 3) Agree 4) Strongly agree 1 2 3 4 Further three types of degree of consideration that can be derived regarding differentiation variables are show in the following table. Table5.1 decision criteria for univariate analysis Range Decision attribute 1<X=<2.5 Lower level retention 2.5<X=3.5 Moderate level retention 3.5<X=5.0 Higher level retention 27 CHAPTER-05 DATA PRESENTATION & ANALYSIS 5.1 Introduction This chapter contains the data presentation and analysis in which personal data and research variable. Data were Presentation and analysis. In this process all the collected data from 100 samples have been categorized and analyzed on the following basis. The data from customers are being analyzed in two categories as personal &Research information. This chapter contains the data presentation and analysis in which personal data and research variable. Data were Presentation and analysis. 5.2 Personal information As the research is to identify the customers retain of Cylinco insurance in Badulla branch. In customer retaining is base on the customer satisfaction. Age, sex, civil status, education level, occupation, income are decided the satisfaction. 5.2.1 Age distribution Age distribution pattern of the customer in Badulla branch it's represented by the sample100. Age distribution class was categories in to four classes. 17% of customer represented under the age category of below 18 years. 23% represent under the age category of 18-35years. 31% and 29% of customers represent under the age category of 36-50years and over 50 years. This following table 6.1 shows this information. Table 5.1 Age distribution Age distribution Frequency Percentage Below 18 years 08 08% 18-35 years 23 23% 36-50 years 45 45% Over 50 years 24 24% Total 100 100% Source: Survey Data 28 Figure 5.1 Age distribution Age distribution 24% 8% 23% Below 18 years 18-35 years 36-50 years 45% Over 50 years Source: Survey Data 5.2.2 Gender In this research the factor of gender represent 64% of sample male & 36% of sample as female. This information is shows in the table 6.2. Table 5.2 Gender Sex Frequency Percentage Male 64 64% Female 36 36% Total 100 100% Source: Survey Data Figure 5.2 Gender Sex 36% 64% Male Female 29 5.2.3 Civil status The following table 6.3 shows civil status of sample. Out of 100 samples, 46% samples were unmarried and 54% of samples were married. This information is shows in the table 6.3. Table 5.3 Civil status Civil status Frequency Percentage Unmarried 46 46% Married 54 54% Total 100 100% Figure 5.3 Civil status Civil status 46% 54% Unmarried Married 5.2.4 Education Qualification In the following table presents education qualification. That 12% of samples were found in the category of up to year 11 and 24% found to be G.C.E. O/L. 32% & 08% were G.C.E. A/L, graduates respectively. 24% were other higher qualification. Table 5.4 Education Qualification Education Qualification Frequency Percentage Up to year 11 12 12% G.C.E. O/L 24 24% G.C.E. A/L 32 32% Graduate 08 08% Other higher qualification 24 24% Total 100 100% Source: Survey Data 30 Figure 5.4 Education Qualification Education Qualification Up to year 11 12% 24% G.C.E. O/L 24% 8% G.C.E. A/L 32% Graduate Other higher qualification Source: Survey Data 5.2.5 Occupation The following table 6.5 shows occupation. 10% fount professional, 36% were found be teachers & 13% were clerical. 33% and 08% of customers represent under the occupation category of unskilled workers & students. Table 5.5 Occupation Occupation Frequency Percentage professional 10 10% teacher 36 36% clerical 13 13% unskilled workers 33 33% students 08 08% Total 100 100% Source: Survey Data 31 Figure 5.5 Occupation Occupation 8% 10% professional 33% 36% teacher clerical 13% unskilled workers students Source: Survey Data 5.2.6 Income Income was categories in to four classes. 24% customer represents the income below Rs 10000.46% & 25% customer represents the income range Rs 10000-20000& Rs 20000-30000 respectively. 15% represent above Rs 5000. Those were in the following table 6.6. Table 5.6 Income Income range Frequency Percentage Below Rs 10000 20 20% Rs 10000-20000 42 42% Rs 20000-30000 25 25% Above Rs 300000 13 13% Total 100 100% Source: Survey Data 32 Figure 5.6 Income Income range 13% 20% 25% Below Rs 10000 42% Rs 10000-20000 Rs 20000-30000 Above Rs 300000 Source: Survey Data 5.3 Research Information The data collected from 100 life insurance holders who were statement in order to evaluate. There are calculated the mean & standard deviation to evaluated the research details. Mean = Σfx Σf Standard deviation = 33 5.3.2. Evaluated Research data Question 01 Comparing another Company service do you think that ceylinco insurance company service have a good quality? Table 5.7 x f fx x2 fx2 Strongly disagree 1 3 3 1 3 Disagree 2 15 30 4 60 Agree 3 57 171 9 513 Strongly agree 4 25 100 16 400 100 304 30 976 Mean = 304/100 = 3.04 2 Standard deviation = 976 - 304 100 100 = 9.76 - 3.04 2 = 9.76 - 9.2416 = 0.5148 Figure 5.7 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly disagree agree Source: Survey Data 34 Question 02 You can get best service from ceylinco insurance company? Table 5.8 x f fx x2 fx2 Strongly disagree 1 9 9 1 9 Disagree 2 18 36 4 72 Agree 3 59 177 9 531 Strongly agree 4 14 56 16 224 100 278 30 836 Mean = 278/100 = 2.78 2 Standard deviation = 836 - 278 100 100 = 8.36 - 2.78 2 = 8.36 - 7.7284 = 0.6316 Figure 5.8 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 35 Question 03 The life insurance plans of the ceylinco insurance company provide highest benefits for you? Table 5.9 x f fx x2 fx2 Strongly disagree 1 7 7 1 7 Disagree 2 13 26 4 52 Agree 3 59 177 9 531 Strongly agree 4 21 84 16 336 100 294 30 926 Mean = 294/100 = 2.94 2 Standard deviation = 926 - 294 100 100 = 9.26 - 2.94 2 = 9.26 - 8.6436 = 0.6164 Figure 5.9 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 36 Question 04 The insurance plans, policies & procedure of ceylinco insurance company are understand able easily? Table 5.10 x f fx x2 fx2 Strongly disagree 1 3 3 1 3 Disagree 2 14 28 4 56 Agree 3 47 141 9 423 Strongly agree 4 36 144 16 576 100 316 30 1058 Mean =316/100 = 3.16 2 Standard deviation = 1058 - 316 100 100 = 10.58 - 3.16 2 = 10.58 - 9.9856 = 0.5944 Figure 5.10 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 37 Question 05 The premium payment of the ceylinco insurance company is less than other insurance company? Table 5.11 x f fx x2 fx2 Strongly disagree 1 2 2 1 2 Disagree 2 16 32 4 64 Agree 3 68 204 9 612 Strongly agree 4 14 56 16 224 100 294 30 902 Mean = 294/100 = 2.94 2 Standard deviation = 902 - 294 100 100 = 9.02 - 2.94 2 = 9.02 - 8.6436 = 0.3764 Figure 5.11 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 38 Question 06 Are you paid premiums on that time? Table 5.12 x f fx x2 fx2 Strongly disagree 1 6 6 1 6 Disagree 2 36 72 4 144 Agree 3 40 120 9 360 Strongly agree 4 18 72 16 288 100 270 30 798 Mean = 270/100 = 2.7 2 Standard deviation = 798 - 270 100 100 = 7.98 - 2.7 2 = 7.98 - 7.29 = 0.69 Figure 5.12 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 39 Question 07 Do you feel that your ceylinco insurance company agent is sufficiently skillful & honest to give you're an effective service? Table 5.13 x f fx x2 fx2 Strongly disagree 1 2 2 1 2 Disagree 2 16 32 4 64 Agree 3 75 225 9 675 Strongly agree 4 7 28 16 112 100 287 30 853 Mean = 287/100 = 2.87 2 Standard deviation = 853 - 287 100 100 = 8.53 - 2.87 2 = 8.53 - 8.2369 = 0.2931 Figure 5.13 80 70 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 40 Question 08 Are you satisfied the ceylinco insurance company policy & benefits? Table 5.14 x f fx x2 fx2 Strongly disagree 1 0 0 1 0 Disagree 2 10 20 4 40 Agree 3 74 222 9 666 Strongly agree 4 16 64 16 256 100 306 30 962 Mean =306/100 = 3.06 2 Standard deviation = 962 - 306 100 100 = 9.62 - 3.06 2 = 9.62 - 9.3636 = 0.2564 Figure 5.14 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly agree disagree Source: Survey Data 41 Question 09 Do you Recommend ceylinco insurance company to your friends? Table 5.15 x f fx x2 fx2 Strongly disagree 1 2 1 2 Disagree 2 28 4 56 Agree 3 126 9 378 Strongly agree 4 168 16 672 100 324 30 1108 Mean = 324/100 = 3.24 2 Standard deviation = 1108 - 324 100 100 = 11.08 - 3.24 2 = 11.08 - 10.4976 = 0.5824 Figure 5.15 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly disagree agree Source: Survey Data 42 Question 10 Do you like work or held the relationship between you & ceylinco insurance company at long time? Table 5.16 x f fx x2 fx2 Strongly disagree 1 1 1 1 1 Disagree 2 5 10 4 20 Agree 3 58 174 9 522 Strongly agree 4 36 144 16 576 100 329 30 1119 Mean = 329/100 = 3.29 2 Standard deviation = 1119 - 329 100 100 = 11.19 - 3.29 2 = 11.19 - 10.8241 = 0.3659 Figure 5.16 60 50 40 30 20 10 0 Strongly Disagree Agree Strongly disagree agree Source: Survey Data 43 5.3.2 Customer Retention Table 5.17 Overall Questionnaire means & stranded deviation value Standard deviation Disagree Strongly Strongly disagree Agree Statements Mean agree 1) Comparing another Company service do you think that ceylinco insurance company service have a good quality? 3 15 57 25 3.04 0.51 2) You can get best service from ceylinco insurance company? 9 18 59 14 2.78 0.63 3) The life insurance plans of the ceylinco insurance company provide highest 7 13 59 21 2.94 0.65 benefits for you? 4) The insurance plans, policies & procedure of ceylinco insurance company 3 14 47 36 3.16 0.59 are understand able easily? 5) The preumim payment of the ceylinco insurance company is less than other 2 16 68 14 2.94 0.38 insurance company? 6) Are you paid premiums on that time? 6 36 40 18 2.7 0.70 7) Do you fell that your ceylinco insurance company agent is sufficiently skillful & honest to give you're an effective 2 16 75 7 2.87 0.29 service? 8) Are you satisfied the ceylinco insurance company policy & benefits? 0 10 74 16 3.06 0.26 9) Do you Recommend ceylinco insurance company to your friends? 2 14 42 42 3.24 0.58 10) Do you like work or held the relationship between you & ceylinco insurance 1 5 58 36 3.29 0.37 company at long time? Source: Survey Data 44 Figure 5.17 Overall Questionnaire means & stranded deviation value 3.5 3 2.5 2 Mean 1.5 Standard deviation 1 0.5 0 1 2 3 4 5 6 7 8 9 10 Question numbers Source: Survey Data The dependent variable of Customer Retention of life insurance was measured by here. The mean value is 3.002 and stranded deviation 0.496. Table 5.17 Overall customer retention means & stranded deviation value Stranded No of respondent Mean deviation 100 3.002 0.496 Source: Survey Data In this chapter collected data presented in the table and pie & column chart was analysis. It considers of the personal & research information. Overall analysis of factors determines the customer retention of the ceylinco insurance life policies. 45 CHAPTER-06 CONCLUSION & RECOMMENDATION 6.1 Introduction This chapter explores conclusion and recommendation of the research finding through the data obtain from 100 samples of respondents who enjoy the variety of life insurance policy of ceylinco insurance. Conclusion about levels of customer retention of ceylinco insurance, according to collected from research information. Finally recommendations are provided for the outcomes of each statement to improve the level of customer retention. 6.2 Conclusions The data was collected from the customer's retention of the ceylinco insurance company badulla branch. The collected data analyzed in the earliest chapter. Based on the percentage of the customers 100 sample size was collected. The age, gender, civil status, education qualification, occupation, monthly income, was analyzed in the personal information the questionnaire. According to the collected personal information, most of the sample customers were middle age, get married, educated, higher income customers who got life insurance. The reason for increasing insurance demand middle age is, 1. They are employees and they have family. 2. They wish to serve a part of money in their income for future. 3. They have interested their children's future 4. Uncertainly of country situation. The reason for the high percentage of male are, 1. Male are the main income earning personal in the family. 2. The males have the responsibility to the lead their family. 3. Many males take the risk for their job & their lead a risk bearing employment. 46 4. Male do the heavy works. 5. Most of the business leaders are male The married peoples are interested in the taken insurance for the benefit of there partner as well as their children & the medical expenses. Generally educated people easily understand every matter so most of graduate & other higher qualifications clearly understand benefit of insurance policies. They take insurance in the reasons mainly contribute increase the percentage of customers. According to analyzed research data the ceylinco insurance company has moderate customer retention. Because customers don't know about the insurance plans, benefits, quality, other service. Customers obtain & understand difficult to insurance policies, 6.3 Recommendations The ceylinco insurance company in badulla branch has to take some action ti terrain its customers for long time. Introduce new insurance policies to customers Free premium for continuous purchase Give chance to the customers who failed to pay the premium Give some gifts Increase the promotion tools (advertising, personal selling) Establish membership cards and membership programs Satisfaction surveys, followed up by phone calls and letters Frequent buyer programs which permit customers to build up equity Databases that keep track of customer's purchases, preferences, complements and complaints, which are used to carry out loyalty building services and dialogs. Integrated marketing programs where the advertising, direct communications, customer service, database marketing and sales programs are all orchestrated together and designed to build loyalty. Segmentation of the customer base by lifetime value groups, and different marketing programs designed for each segment. 47 PART 01 Personnel Details Please tick "X" in the correct answer 1. Age Below 18 years 18-36 years 36-35 years Over 50 years 2. Gender Male Female 3. Civil status Single Married 4. Education Qualifications Up to year 11 G.C.E. O/L G.C. E. A/L Graduate Other qualification 5. Occupation Professional Teacher Clerical Unskilled workers 48 6. Monthly income Below Rs 10000 Rs 10000-20000 Rs 20000-30000 Above Rs 300000 PART 02 Research Details Evaluate the statement on the basis of the point given below 1. Strongly disagree 2. Disagree 3. Agree 4. Strongly agree 7 Comparing another Company service do you think that ceylinco insurance company service have a good quality? 1 2 3 4 8 You can get best service from ceylinco insurance company? 1 2 3 4 9 The life insurance plans of the ceylinco insurance company provide highest benefits for you? 1 2 3 4 10 The insurance plans, policies & procedure of ceylinco insurance company are understand able easily? 49 1 2 3 4 11 The preumim payment of the ceylinco insurance company is less than other insurance company? 1 2 3 4 12 Are you paid premiums on that time? 1 2 3 4 13 Do you feel that your ceylinco insurance company agent is sufficiently skillful & honest to give you're an effective service? 1 2 3 4 14 Are you satisfied the ceylinco insurance company policy & benefits? 1 2 3 4 15 Do you Recommend ceylinco insurance company to your friends? 1 2 3 4 16 Do you like work or held the relationship between you & ceylinco insurance company at long time? 1 2 3 4 50 REFERENCES 1. Lecturer notes Customer service management Mr. Jayapalan 2. F:\projet\44\Retention\Customer retention calculation metrics.mhtANSWERS.COM (2009) customer retention 3. F:\projet\44\Retention\Customer Retention_ Definition from Answers.com.mht 4. F:\projet\44\advantages\Customer Retention - Benefits.mht 5. http://www.dbmarketing.com/index.html 51
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Sep 13, 2013
my anti-hbs is >1000...can i still be infected by my partner who is hbsag reactive?? with an hbv-dna results of 14,000 copies/ml??
| Response from Dr. Taylor
No you are protected against hepatitis B.
If possible it would be wonderful for your partner to be evaluated for treatment.
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Winnipeg Free Press - PRINT EDITION
Bettman, owners don't like to budge
Watching the NFL's owners prepare to turn their back on a $9-billion season should tell us something about the mindset of uber-wealthy sports franchise owners: They don't like to be told what to do.
So while we in Winnipeg were busy patting ourselves on the back and running the Goldwater Institute's flag up the pole last week, the group's sabre-rattling may have only galvanized the NHL's position on the Phoenix Coyotes.
Some were quick to suggest league commissioner Gary Bettman looked defeated in his media conference last Tuesday at Glendale's Jobing.com Arena. Others quietly suggested he appeared defiant.
Weeks ago, the NHL took up the task of trying to sell the now infamous Glendale bond, required to finance Matthew Hulsizer's purchase of the team. Now some NHL insiders are being told the league is "cautiously optimistic" the issue is gaining some traction with interested buyers.
Bettman made it clear in Glendale his goal is to keep the Coyotes right there, and he admitted the league was working on the city's behalf in trying to help the sale along.
So none of this is news, nor should it come as a surprise if the league does indeed find buyers for the bond. It's what they said they would try to do and it's what they want to happen.
What about Goldwater? you say.
What about them? To this point, they've done nothing but get chesty and talk. Can they prevent the bond sale? Maybe. Can they halt the sale of the Coyotes? Maybe. Will they do any of the above? Maybe. But virtue untested is no virtue at all and Gary Bettman appears anxious to put Goldwater to the challenge if he can find some willing partners.
The NHL does not want to move the Phoenix Coyotes to Winnipeg. They've said this over and over. Will they if there is no other choice? Yes. But it's not the preferred outcome and having an outsider such as the Goldwater group dictate the future of the league is akin to throwing a drink into the face of a stubborn fighter. You better be ready to dance. And Mr. Bettman has proven himself quite handy, as the Brits say, in the art of franchise wrangling.
The NHL may have underestimated Goldwater, but the league and its fixers are wide awake now. Goldwater, and the rest of us pulling for the Coyotes to end up in Winnipeg, would do well not to underestimate Bettman and his owners.
Make no mistake, the NHL will decide where its franchises are located.
Need proof? The last time someone tried to tell the league where a franchise would go, they hired a phalanx of lawyers and waged war in court. Victory was expensive -- the league wrote a cheque for $140 million to purchase said Coyotes -- but it sent Jim Balsillie and his southern Ontario dreams packing.
There was another lesson in the Balsillie fiasco, one we all cheered at the time but seem to have forgotten, and that is the way into the NHL is through the front door. Maybe Goldwater is doing the dirty work, but this is still akin to trying to squeak in the side door.
Mark Chipman and David Thomson understand this and that's why you won't hear peep 1 out of True North Sports and Entertainment on this subject.
There's no lobbying to be done by True North.
They understand that if they're to gain entrance into the NHL, it will be by invitation only.
Maybe the deal in Phoenix gets fixed and maybe it doesn't. It's still a 50-50 prospect at best and time is running out.
Or is it? Bettman's clock appeared to get extended a bit late last week. Is that the disgruntlement of 29 owners not enjoying the feeling of being leaned on by an outsider?
Sure, Goldwater's been fun to watch, but we shouldn't pin our NHL hopes on anyone but ourselves. We don't need to. The NHL will come to Winnipeg someday because we are a deserving and viable hockey market, not because it was forced to do so.
Republished from the Winnipeg Free Press print edition March 14, 2011 C4
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Gary Lawless is the Free Press sports columnist and co-host of the Hustler and Lawless show on TSN 1290 Winnipeg and www.winnipegfreepress.com
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In 1999 he joined the Free Press and after working on the night sports desk moved back into the field where he covered pro hockey, baseball and football beats prior to being named columnist.
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Blues GM won't blame it all on the goaltending
Jan 22, 2014, 5:35 PM EDT
A sampling of tweets following the Blues' 7-1 loss in New Jersey last night:
But despite what Doug Armstrong called "an awful game" versus the Devils — a game in which Jaroslav Halak and Brian Elliott combined to stop just 16 of New Jersey's 23 shots, causing what one columnist called "increasing unrest" in St. Louis — the general manager wasn't putting it all on the goaltending.
"I think we're a strong team when we defend well and we haven't defended as well as we need to," Armstrong told the Post-Dispatch. "And obviously you need timely saves. I know the guys want to give us better games than we've gotten in the last week and I'm comfortable that they will."
At .910, the Blues' team save percentage ranks a middling 18th in the NHL. That bears mentioning, because it's not often that Stanley Cups are won with middling goaltending, and winning the franchise's first championship is a legitimate goal in 2014.
Hence, all the Ryan Miller trade speculation as the March 5 deadline looms. A pending unrestricted free agent, Miller, 33, is enjoying an excellent individual season in Buffalo, boasting a .925 save percentage in 34 starts.
- AppealToReason - Jan 22, 2014 at 6:05 PM
Why not Thomas instead?
- travishenryskid - Jan 22, 2014 at 6:37 PM
They want to get BETTER in goal.
- mrpinkca - Jan 22, 2014 at 7:05 PM
Thomas is definitely an improvement. He's also already missed games for injuries now.
- purp1234 - Jan 22, 2014 at 9:10 PM
it would seem to me that Miller wants to play another 3-5 years whereas Thomas for this year and next would ease the transition to Jake Allen.
- anthj99 - Jan 22, 2014 at 7:37 PM
The asking price is 4 Derek Roy's and a Leopold.
- 22bju - Jan 22, 2014 at 8:14 PM
I think it's real simple.
Rely on Halak and Elliot and you will get adequate goaltending for the most part and you might even win a round or two in the playoffs, but they won't take you to the cup.
Get an elite goaltender and they are legit cup contenders
- crazemastercraze - Jan 22, 2014 at 8:46 PM
Whole team was caught watching the puck last night. But Halak was terrible too
- 22bju - Jan 22, 2014 at 9:04 PM
Is also say that the blues have tremendous depth and it even spreads into there ahl squad which has 3-4 guys who are or are about ready for the big league. I wonder if a combination of draft picks could get you miller or Thomas?
- 22bju - Jan 22, 2014 at 9:05 PM
Also not concerned if they don't resign miller. Jake Allen is ready
- bullwinkle88 - Jan 22, 2014 at 9:54 PM
Talks regarding Miller will probably center around Tarasenko for starters.
- kingcobraman - Jan 23, 2014 at 1:17 PM
keep singing the blues, your team is not ready yet…
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Click here to print the obituary below
In Memory of
Pauline M Radtka
May 2, 1932 - January 3, 2013
Pauline M. Radtka, age 80, passed away Thursday, January 3, 2013 in Massillon, OH. She was born in Canton, OH on May 2, 1932 to Edward and Maple (Baum) Floom. Pauline was member of St. Paul's Lutheran Church and a devoted mother and grandmother who enjoyed spending time with her family and the neighborhood children.
She is preceded in death by her brothers, Harold and Dale Floom and sister, Dolores Daniels. Surviving her is her husband, Kenneth Radtka; daughter, Judy Rice; sons, Kenny (Nancy) Radtka, John Radtka, Paul (Kelly) Radtka; twelve grandchildren and five great-grandchildren.
Friends may call on Sunday, January 6, 2013 from 2-5 p.m. at Karlo-Libby Funeral Home as well as one hour prior to the service. The funeral service will be at 11:00 a.m. at the funeral home on Monday, January 7, 2013. Burial will follow at Sunset Hills Burial Park. In lieu of flowers, donations can be made to the Wounded Veterans.


text:
From The Collaborative International Dictionary of English v.0.48 [gcide]:
Exalted \Ex*alt"ed\, adjective Raised to lofty height; elevated; extolled; refined; dignified; sublime.
Wiser far than Solomon, Of more exalted mind. --Milton.
Time never fails to bring every exalted reputation to a strict scrutiny. --Ames. -- {Ex*alt"ed*ly}, adverb -- {Ex*alt"ed*ness}, noun "The exaltedness of some minds." --T. Gray.
From The Collaborative International Dictionary of English v.0.48 [gcide]:
Exalt \Ex*alt"\, verb (used with an object) [imp. & p. p. {Exalted}; p. pr. & vb. n. {Exalting}.] [L. exaltare; ex out (intens.) + altare to make high, altus high: cf.F. exalter. See {Altitude}.]
1. To raise high; to elevate; to lift up.
I will exalt my throne above the stars of God. --Is. xiv. 13.
Exalt thy towery head, and lift thine eyes --Pope.
2. To elevate in rank, dignity, power, wealth, character, or the like; to dignify; to promote; as, to exalt a prince to the throne, a citizen to the presidency.
Righteousness exalteth a nation. --Prov. xiv. 34.
He that humbleth himself shall be exalted. --Luke xiv. 11.
3. To elevate by prise or estimation; to magnify; to extol; to glorify. "Exalt ye the Lord." --Ps. xcix. 5.
In his own grace he doth exalt himself. --Shak.
4. To lift up with joy, pride, or success; to inspire with delight or satisfaction; to elate.
They who thought they got whatsoever he lost were mightily exalted. --Dryden.
5. To elevate the tone of, as of the voice or a musical instrument. --Is. xxxvii. 23.
Now Mars, she said, let Fame exalt her voice. --Prior.
6. (Alchem.) To render pure or refined; to intensify or concentrate; as, to exalt the juices of bodies.
With chemic art exalts the mineral powers. --Pope.
From WordNet (r) 3.0 (2006) [wn]:
1: of high moral or intellectual value; elevated in nature or style; "an exalted ideal"; "argue in terms of high- flown ideals"- Oliver Franks; "a noble and lofty concept"; "a grand purpose" [syn: {exalted}, {elevated}, {sublime}, {grand}, {high-flown}, {high-minded}, {lofty}, {rarefied}, {rarified}, {idealistic}, {noble-minded}]
The dictionary definitions are retrieved from a local copy of two of the open source DICT dictionaries. Click here for the database copyright information. DEFINE.COM is registered as an educational NONPROFIT corporation. We aim to please around here. We believe in using positive reinforcement to get things done. We make suggestions that are intended to make life more enjoyable. We think about efficiency, automation, security, PRIVACY, social and ecological responsibility and positive HUMANITARIAN ethics and VALUES. We are benevolent. DO NO HARM is our motto.