European union law free movemenet of goods Case Study

European union law free movemenet of goods - Case Study Example c) Denmark has passed a law banning the use of plastic packaging and requiring the use of recyclable materials instead, such as paper or aluminium foil. SCP's Cheesy Snax have always been sold in plastic packs, and no other material is as effective in keeping them fresh. d) Ireland has passed a law requiring all food products to be guaranteed free from genetically modified (GM) produce. SCP goes to great lengths to ensure that it does not knowingly use GM products, but it knows that it cannot be absolutely sure that the ingredients it buys are totally free from contamination. 2. The case of Keck drew a distinction between rules relating to the goods themselves and rules relating to selling arrangements. Do you consider that this distinction is a useful or practical way of determining which rules are contrary to Article 28, EC Treaty 1. The questions and issues pertaining hereto relate to obstacles to internal trade in the European Community. As counsel I would approach each case by looking firstly into the municipal legislation and the existence of harmonisation and attempt the procedural removal of the related obstacles from that direction. Where no such harmonisation was made, the approach will be taken from the concept of mutual recognition under Article 30 of the Treaty of Rome. The obstacles herein are obviously not fiscal, so analysis of their natures will also be made whether the bases fall under the mandatory requirements1 or justified exceptional grounds (to Article 30) for prohibitions or restrictions or whether they do constitute arbitrary discrimination or disguised restriction on trade between Member States.2 Only when the proper evaluation of the factual and legal issues is made can the proper remedies be considered and taken in the proper fora. 1.a. France. In this particular case, the subject matter relates to food which is already subject to harmonisation and the French ban is made on the basis of a preservative SO2. Any relief can only be made pursuant to EU regulations on the matter of food safety, in this case Regulation (EC) No. 178/2002 which has a horizontal effect. Determination must be made whether the ban on SO2 containing foodstuffs was made based on risk analysis under Article 6 of the said regulation or as a precautionary measure pursuant to Article 7 thereof. The problem only stated that said ban was made after the publication of one scientific study suggesting carcinogenic tendencies in food products containing the said preservative despite the existence of contrary findings of many other scientific studies. In other words, the scientific study was not a risk assessment within the context of Regulation No. 178/2002. Furthermore, it was not a risk management measure and could not have taken into account the opinion of the European Food Safety Authority or the factors of proportionality and non-restrictiveness of trade under Article 7 of the said regulation. On such ground, I would advice SCP to pursue an initial claim in the French government for the suspension of the ban and the conduct of a proper and independent risk assessment based on all available scientific evidence on the matter. If denied, the proper claim may be made in the French Court of First Instance for the relief of the ban and an appeal in the Supreme Court if denied. If further denied, a

Life for African Americans in the United States after slavery was Essay

Life for African Americans in the United States after slavery was abolished - Essay Example After the defeat of the Confederacy, the southern states faced economic and physical devastation. While millions of slaves got freedom legally, the political infrastructures of the southern states lost their legitimacy. Transformation of the South into a free labor economy and readmission of the southern states to the union imparted the need for reconstruction of the South. Freedom fight of the slaves in the post-Civil War and the Reconstruction Era transformed into a struggle for survival. Most of the slaves that had been withdrawn from the plantations were penniless. African Americans’ wages frequently fluctuated as a result of their perceived worth. Manual labor could be replaced easily in the post-Civil War era. There were only a few ex-slaves that had the kind of money to own a piece of land as a vast majority of the ex-slaves dealt with the issue of lack of source of income. As per the estimate of the 1880 Census, no more than 20 per cent of the African Americans were, i n part, the owners of the land on which they farmed (â€Å"Being an African American†). Most of such holdings were also beset with debt that led to the crippling of the ex-slaves in the long run. For some, life at the time of slavery was better than after its abolishment because as slaves, they at least had some place to sleep and eat at that time. Sharing his views on the dark side of emancipation in the post-Civil War era, Johnson stated, â€Å"Since them times, a many a nigger has had it tough to make a livin’. I know dat is so, too, cause I has been all long dere† (Johnson). Ex-slaves saw immense poverty during the Reconstruction Era. Years of prevalence of poverty caused a lack of medical care and nourishment among the ex-slaves which resulted in a high rate of mortality among the African Americans in general and among their children in particular. Ex-slaves were under the burden of due medical bills and were still not able to access the required medical at tention. Many started using herbal remedies to treat their illnesses. According to the Census of 1900, annual death rate of the African Americans was 30 in every 1,000 opposed to no more than 17 per 1,000 among the White Americans (â€Å"Being an African American†). 79 years old James Johnson, an ex-slave from Columbia noted that he â€Å"[felt] and [knew] dat de years after de war was worser than befo’† (Johnson). Although the slaves’ freedom was secured by The Emancipation Proclamation and victory of The Union, yet ex-slaves were not liberated under the Jim Crow Laws and segregation. Emancipation brought along with it new kinds of challenges, insecurities, and problems for the ex-slaves. Malnourishment and health deterioration were only some of the multitude of problems ex-slaves had to deal with in the post-Civil War era. A deep sense of isolation from their families weakened the ex-slaves emotionally and psychologically. This division was mainly cause d by the sale of slaves, owners’ death, and presentation of the slaves in the pre-Civil War era as gifts from one owner to another. The slaves’ newly found freedom was dampened by loneliness and alienation. White Americans not only saw the African Americans as a nuisance upon normality but also as a potential risk to their dominance. â€Å"Our greatest danger is that in the great leap from slavery to freedom we may overlook the fact that the masses of us are to live by the productions of our hands, and fail to keep in mind that we shall prosper in proportion as we learn to dignify and

Pepsi Corporation and Its Subsidiaries Essay Example | Topics and Well Written Essays - 1750 words

Pepsi Corporation and Its Subsidiaries - Essay Example This made a great impact on the sales as it greatly increased more than its competitors such as Coca-Cola. In the year1940, sugar prices hiked and lead to Pepsi-Cola to drop from 23% to 16% market share. Alfred N. Steele, a former marketing executive with Coca-Cola Company, became President in 1949 and he tagged along 15 other former Coke managers. They came up with a campaign aimed at rejuvenating the company. He expanded the Vice President’s power and set aside $38 million for the purchase of new facilities and plants. He re-standardized the Pepsi-Cola’s taste, revitalized franchising agreements and launched an advertising campaign. All these changes made the image of Pepsi to be a fun, glamorous product from its low-cost portrait. In 1963, Donald M. Kendall took the oath of office after Steele’s death and under him, five policies were created; adverts to be carried out in a big and unpredictable way, expand the soft drink to new territories, come up with innovative packaging, to take Pepsi-Cola to the overseas and diversity through acquisition. PepsiCo was formed in 1965 when Pepsi-Cola and Frito-Lay Inc. merged. This was the company’s first move in diversification. (Fortune p. 148) From the Frico-Lay Inc.’s merge, PepsiCo continued with its acquisition policy. In 1968, North America Van Lines was acquitted. Later on in1970, Wilson Sporting Goods was added to the acquitted list. Lee waay Motor Freight was acquired in 1976 and the following year Pizza hut was acquired. In 1978, Taco Bell was acquired than in 1982 and 1986, La Petite Boulangerie and Kentucky Fried Chicken were acquired. However, PepsiCo had no managerial expertise in running a business that was not associated with beverages or food. This later led to Kendall selling van line, motor freight and sporting business. In 1986, D. Wayne Calloway succeeded Kendall. Calloway had previously held 9 positions with PepsiCo and played a major role in the success of Frito-Lay.  

ESOL and Training for Security Industry Authority Licence Essay

ESOL and Training for Security Industry Authority Licence - Essay Example This essay explores the topic of teaching and training that becomes more and more challenging for the educators or trainers of many migrants. The researcher analyzes the effects of the diversity among the community, that strengthens its economic and social status. On the other hand, it entails social responsibilities that involve the need to educate then effectively especially its immigrants. Continuous expansion of the European Union has brought about the increase in migrant workers struggling to fit into the new community that demands the need to learn the English language to meet the needs and the demands of the society. In addition, the researcher mentiones that learning the English language moreover helps migrants understand more the ideas that they need to know in accordance to the society’s requirement as member of the new group of civilization. Their limited English proficiency therefore implies a need for further development or innovations of the teaching and training strategies. Their difficulty in the English language limits their capability in understanding the ideas and ideals that the community would want to emphasize. The researcher then states that the increasing number of English as Second Other Language learners choosing the Security Level 2 training in the Security Industry Authority that involves Licensing affects the teaching modes such that a more interactive and transactional oral communication should be developed in order to meet the needs of the learners.

Deviation in the process metric Essay Example | Topics and Well Written Essays - 1500 words

Deviation in the process metric - Essay Example So attempts to remove or replicate a deviation that occurred in the past are being made as a reaction to those changes. In the reactive state, the team looked at cause and effect. In proactive mode, attention shifts to the "likely cause" and "likely effect." Lean teams in this phase spend time shaping the future: looking for potential problems and opportunities and ways to avoid or exploit them. After the potential problem analysis, the team addresses the likely cause of a process performance decline by taking preventive actions. If, despite preventive actions, the likely cause does occur, the team is prepared for damage control with planned contingency actions. Potential opportunity analysis helps teams explore the future for better-than-planned process performance, helping them promote the likely cause so process performance exceeds expectations. They take promoting actions to capitalize on the potential positive effect. When things do go better, they are prepared to take full advantage of the opportunity. For example, a company has Support Departments which reacts on users' complains about network performance. Reactive approach is to react on each user's request asking him or her to wait while network be unloaded. Proactive approach in this case is to purchase and install new network equipment that is more costly and takes more time. But proactive approach advantages in strategic outlook because as a result number of users' complains in Support Departments decreases. 3. Illustrate how an organization could use outsourcing to gain a competitive edge on competition. An organization could use outsourcing for managing network security. When this part of work is entrusted to professionals they do it in qualitative manner and for lesser money, what really gives a competitive advantage to the organization. Schweitzer (2004) writes that for some organizations, network management operations may be better served through outsourcing. Freeing up some of staff's administrative duties may merit farming out perhaps a portion of the company's network management tasks. With so many vendors now offering a plenty of services, including remote monitoring and management of networks, it's not difficult to find prices that fall within a range of budgetary parameters. The outsourcing alternative can ease the sometimes perplexing burden of network management. In the end, an effective network security team will exercise a comprehensive management approach that applies both proactive and reactive elements. Individual businesses should engage knowledgeable managers to examine the needs of the company and make choices as to the best courses of action to ensure the highest level of network security available, whether via proactive or reactive means. (Schweitzer 2004) 5. Analyze the assertion that "Security is as much a human problem as a technical problem." When the personal information of hundreds of thousands of individuals comes upon swindlers, many people think that careless computer or

Function proposal Essay Example for Free

Function proposal Essay Thank you for your enquiry to hold a private function at aqua dining. A dinner is on a Sunday night only from 6.30pm11.30pm. We cater for both a 3 course sit down style or cocktail style event. The sit down menu allows your guests on the day or night to choose their meal from 3 entrà ¯Ã‚ ¿Ã‚ ½es, mains and desserts. Both styles of functions can cater for all dietary needs whether they are vegan, vegetarian, coeliac, an allergy to seafood or just plain eaters. The current menus and beverage package are attached. The beverages, which are included within the package price, are served through out the duration of the function. To ensure the use of fresh seasonal produce the menus are subject to change. We have a list of preferred suppliers which can assist you in organising AV, flowers, chair covers, music and photography. We can set up your specific requirements for your use during your function at no additional cost. The price for a sit down function for 50 guests is $3700 $5500 (inclusive of room hire and beverage) with additional guests being $100 each. The price for a cocktail style event for 50 guests is $2500 $3350(inclusive of room hire and beverage) with additional guests being $80 each. Childrens meals (12 years and under) and service meals are $40 each. To make a booking we require a deposit of $1500 with the balance due 14 days prior to your function. A tentative booking will not be held without a deposit. Payments can be made by cheque, cash or credit card (credit card payments incur a 23% fee). Please note that this price is for functions held during 2008. The prices may be subject to change in 2009. Bookings cancelled within 3 months of the booking date incur loss of full deposit. The deposit less 10% will be refunded if the booking is cancelled 3 months or more prior to the booking date. If the booking is transferred more than a month prior to the date 10% of the deposit is withheld. If the transfer is less then a month prior to the booking 50% of the deposit is withheld. For further information or to make a booking contact our function manager Jo Beshara on 02 9999 1234 or email [emailprotected] Regards Meredith Armstrong General Manager 1. Venue Room Options and Cost (include GST) Corporate functions are welcome to create a room plan suited to your specific requirements. Patrons are of course encouraged to come down regularly and get a feel for the room prior to the event. The followings are suitable room for 50 guests. All packages include venue hire, in house tables chairs, table linen, glasses, crockery, cutlery and background music. If you want to discuss more how we can help make your event perfect, please call our Functions Coordinator Room One The Chandler Room With its ceiling mounted projector, hot red lounges and access to the roof top Zen garden, The Media Room is available for that event when you want it a little more casual and intimate. It is also the perfect room for sit down dinner of up to 50 people. * Room Hire $350 * Function Duration area reserved till midnight. After midnight the area will be open to the public * Room Facilities direct access to designated smoking area, bar area, male/female bathrooms, projector, audio visual, built in screen, built in microphones, speaker system dance floor if required * View river View Room Two The Grange Room The Green Room is a smaller more intimate boardroom with its floor to ceiling windows boasting expansive views that can be used for smaller parties, intimate dining of up to 50 people or corporately for meetings. * Room Hire $250 * Function Duration area reserved till midnight. After midnight the area will be open to the public * Room Facilities male/female bathrooms, bar area, audio visual, wall screen dance floor if required * View garden View 2. Floor Plan Banquet style is most suited for fund raising function. A large conference can be arranged in smaller groups seated around round or rectangular tables where group and workshop activities can be performed through the conference. The banquet style also encourages attendees to network with their immediate group at the conference. Room One The Chandler Room 1,200 sq. ft, 30 x 40, not include foyer area (A) (B) Room Two The Grange Room 1,100 sq. ft., 22 x 50, not include foyer area (A) (B) 3. Menu Suggestions and Cost 3.1 Set Menu Options (include GST) The following is a sample of a set dinner menu available for fund raising functions. Costs may vary depending on the type of menu selected. Gluten Free, Dairy Free and Vegetarian Options are also available on request. All Set Menus are subject to availability of the freshest seasonal produce and may change if not available. Set Menu One $34.95 per person Please choose from one of the following Entrà ¯Ã‚ ¿Ã‚ ½e * Spicy marinated calamari rings, lightly crumbed served on a salad of roquette leaves, spanish onion parmesan cheese accompanied with lemon citrus caper aioli * Grilled Turkish bread brushed with garlic olive oil, served with a selection of inhouse dips Main * Grilled Atlantic salmon on wild mushroom soba noodle salad, topped with wasabi hollandaise sauce, served with lemon * Oven-baked chicken supreme filled with semi-dried tomato basil cream cheese topped with tomato avocado salsa, served with petit salad chips Set Menu Two $44.95 per person Please choose from one of the following Entrà ¯Ã‚ ¿Ã‚ ½e * Spicy marinated calamari rings, lightly crumbed served on a salad of roquette leaves, spanish onion parmesan cheese accompanied with lemon citrus caper aioli * Grilled Turkish bread brushed with garlic olive oil and served with a selection of inhouse dips Main * Grilled Atlantic salmon on wild mushroom soba noodle salad, topped with wasabi hollandaise sauce, served with lemon * Oven-baked chicken supreme filled with semi-dried tomato basil cream cheese topped with tomato avocado salsa served with petit salad and chips * Eye fillet served with caesar salad chips with your choice of sauces Dessert * Flourless chocolate cake with double cream strawberries * Sticky date pudding with rum raisin ice cream * Pavlova with fresh fruit, chantilly cream and passion fruit pulp Set Menu Three $54.95 per person Served alternatively Entrà ¯Ã‚ ¿Ã‚ ½e * Spicy marinated calamari rings, lightly crumbed served on a salad of roquette leaves, spanish onion parmesan cheese accompanied with lemon and citrus caper aioli * Tapas plate for one with roasted marinated vegetables, smoked salmon, marinated mussels fingers if Turkish bread European delicacies served with a selection of dips spreads * Plate of 6 natural oysters served on rock salt with lemon to taste Main * Grilled Atlantic salmon on wild mushroom soba noodle salad, topped with wasabi hollandaise sauce, served with lemon * Oven-baked chicken supreme filled with semi-dried tomato basil cream * Cheese topped with tomato avocado salsa ,served with petit salad chips * Fillet mignon grilled to a smoky flavour, served with caesar salad chips with your choice of sauces Dessert * Flourless chocolate cake with double cream strawberries * Sticky date pudding with rum raisin ice cream * Pavlova with fresh fruit, chantilly cream and passion fruit Pulp Vegetarian Options available with all Set Menus Entrà ¯Ã‚ ¿Ã‚ ½e * Pesto bocconcini pizza bread * Chickpea battered vegetables served with accompanying dipping sauces Main * Slow roasted pumpkin baby spinach salad with pine nuts, artichoke hearts roasted capsicum with balsamic dressing * Flat field mushrooms topped with pesto, fetta cheese, semi-dried tomato basil, served with petit salad chickpea vegetable stack Note: All appropriate staffing is also included in the package price. 3.2 Cocktail Style Options (include GST) The following is a sample of cocktail style menu available for fund raising functions. Costs may vary depending on what you selected for canapà ¯Ã‚ ¿Ã‚ ½s. Gluten free, dairy free and vegetarian options are also available on request. Please inform us first. All dishes are subject to availability of the freshest seasonal produce and may change if not available. Cocktail Style One $35 per person Your selection of 3 hot 3 cold canapà ¯Ã‚ ¿Ã‚ ½s Cocktail Style Two $42 per person Your selection of 4 hot 4 cold canapà ¯Ã‚ ¿Ã‚ ½s Cocktail Style Three $48 per person Your selection of 5 hot 5 cold canapà ¯Ã‚ ¿Ã‚ ½s + 1 substantial item Cold Canapà ¯Ã‚ ¿Ã‚ ½s * Caramelised apple blue cheese crustini * Rare roast beef horseradish en croute * Smoked salmon wasabi cream cup * Chicken smokey paprika mayo fingers * Roasted eggplant fetta cigars * Greek spanokopita * Turkish bread with dhakka virgin olive oil * Sesame, shallot lime seared prawn in a spoon Hot Canapà ¯Ã‚ ¿Ã‚ ½s * Thai chicken filo wrap * Long prawn wonton * Fetta roast pumpkin pie * Buttermilk chive pancakes * Indian vegetable Pakoras * Double smoked bacon cheese quiche * Tandoori chicken goujons * Breaded Italian style whiting fillets Substantial items (served in noodle boxes) Cold * Chicken caeser salad * Grilled Mediterranean vegetable salad Hot * Chicken harissa, pappadum fruit chutney * Singapore noodles Asian greens 4. Beverage Suggestions and Cost 4.1 Beverage Packages (include GST) For the duration of your 5 hours function unlimited consumption, these are different great option for a beverage that gives your guests to test two types of wines and non-alcohol drinks (juice, soft drink, coffee tea). Also, our staff will refresh your drinks if your guests desire. You may like to continue with waiter service of drinks or we can arrange a bar area for later. Our drinks are as follows. Please choose 1 white 1 red wine from each beverage packages. Standard Beverage Package $35 per person * Stephen John N.V. Blanc de Blanc, Clare Valley SA * Willow Bridge Chardonnay, Geographe WA * Willow Bridge Sauvignon Blanc Semillon, Geographe WA * Willow Bridge Cabernet Merlot, Geographe WA * Willow Bridge Shiraz, Geographe WA * Hahn Premium Light, XXXX Gold, Tooheys Extra Dry + soft drink juice Deluxe Beverage Package $50 per person * Miceili Methode Champenoise, Mornington Peninsula VIC * Shottesbrooke Sauvignon Blanc, McLaren Vale SA * Shottesbrooke Chardonnay, McLaren Vale SA * Shottesbrooke Cabernet, McLaren Vale SA * Shottesbrooke Merlot, McLaren Vale SA * Hahn Premium Light, XXXX Gold, Tooheys Extra Dry + soft drink juice Note: To upgrade beers to Crown Lager Coronas add an extra $8.00pp. All appropriate staffing is also included in the package price. 4.2 Cocktails List (include GST) Cocktails are an additional price per guest as they are not included in the beverage package. Please choose a maximum of 2 cocktails to be served to your guests. In addition, fruit juices, coffee, tea, soft drinks and sparkling water will be available. Bellini Cocktails $10 per person * Peach Bellini * Lychee Bellini * Apricot Bellini Fresh fruit puree, Fruit liquor, Prosecco Long Cocktails $12 per person * Long Island Ice Tea Gin, Vodka, White rum, Cointreau, Tequila, Cola * Aqua Ice Tea Gin, Vodka, White rum, Cointreau, Blue curacao, Lemonade * Lynchburg Lemonade Jack Daniels, Lemon juice, Sugar, Lemonade Sour Cocktails $12 per person * Vodka Sours Fresh Lime, Sugar, Vodka * Whiskey Sours Fresh Lime, Sugar, Whiskey * Pisco Sours Fresh Lime, Sugar, Pisco Note: All appropriate staffing is also included in the package price. 5. Running Sheet Timing details is a very important aspect of running a function. Determining the appropriate times for the different stages of the function will ensure the food and beverage and technical arrangements can be timed and coordinated to coincide with the function timing requirements. Set menu function: Guests Arrival 6:30pm Pre-dinner Drinks 6:45pm Seated for dinner 7:05pm Entrà ¯Ã‚ ¿Ã‚ ½es Served 7:15pm Speeches Presentations 7:50pm Mains Served 8:30pm Entertainments 9:30pm Desserts/Drinks 10:00pm Coffee 10:30pm Departure 11:30pm Cocktail function: Guests Arrival 6:30pm Pre-drinks 6:50pm Seated for dinner 7:10pm Cold canapà ¯Ã‚ ¿Ã‚ ½s Served 7:20pm Speeches Presentations 7:50pm Hot canapà ¯Ã‚ ¿Ã‚ ½s Served 8:30pm Entertainments (DJ,dance) 9:30pm Departure 11:30pm Note: The drinks provide through whole cocktail function. 6. Preferred suppliers à ¯Ã‚ ¿Ã‚ ½ Event Services Andrew Dudley 0422 206 353 www.eggnspoon.com.au à ¯Ã‚ ¿Ã‚ ½ Music Entertainment Bethanie Tobin 02 9419 4200 www.nhmentertainment.com.au à ¯Ã‚ ¿Ã‚ ½ Flowers and Table decorations Ria Gradon 0403 798 598 www.pollenflowers.net à ¯Ã‚ ¿Ã‚ ½ Chair covers Edna Reed 02 9871 1599 [emailprotected] à ¯Ã‚ ¿Ã‚ ½ Photography Graham Monroe 02 9960 4600

The Mid Valley Megamall Tourism Essay

The Mid Valley Megamall Tourism Essay In the previous chapter, secondary data such as books, journals and online journals are used to conduct the literature review. In this chapter, primary data is collected through the case study. This chapter will cover the research framework consists of research purpose, research method, sampling method, research instrument and information collected from the case study. The analysis of the data is discussed in the next chapter. This case study is conducted for the purpose of investigating the level of customer satisfaction of the local customers towards the performance of a shopping centre. Mid valley megamall is chosen as the subject in case study. The time frame for the whole research is 1 month. RESEARCH FRAMEWORK First of all, the measurement objectives must be specified in order to simplify the research process. Basically, there are four types of customer satisfaction survey which is based on the measurement objectives of the research (Vavra, 2002). Since this research is used to investigate the level of performance of a shopping centre from the customers satisfaction in general, thus, it is known as overall status survey. According to Vavra, overall status survey is emphasized more on the general issues, overall performance, and overall customers satisfaction. (2002) RESEARCH METHOD AND PURPOSE This research is conducted using quantitative research method. From the customer satisfaction survey, the research information collected from the sample is the primary data. The aim of this study is to investigate the level of customers satisfaction in a shopping centre, to identify the actual need of customers through the distribution of questionnaires to the sample and to clarify whether the performance meet the customers expectations. POPULATION AND SAMPLING METHOD Sampling method is a method of choosing a group of peoples from the entire target population in order to obtain the required information. Basically, there are two types of sampling designs: probability and non-probability. This research has adopted non probability sampling technique which is most suitable for a widely dispersed population such as the customers of Mid Valley Megamall. It is impossible to use the probability sampling method for this research due to the difficulty in identifies the target populations as it is too large for research. The sample is selected to estimate the gross results because less cost and time required and the sample is easily obtained while compared with the probability sampling technique. The target populations for this research are the Malaysian customers of Mid Valley Megamall and the sample is limited to adult from 18 to 50 years old. This sample is chosen because these groups of person visit the shopping mall more frequently than other demographic profile. The sample size of 100 customers ranged from 18 to 50 years old is considered as representative of Malaysian customers of Mid Valley Megamall. 3.4 DESIGN OF QUESTIONNAIRE Questionnaire is used as research instrument for this study. The questionnaires are prepared according to the objectives which set up at the beginning. In order to obtain better response from the sample, the questionnaires are designed to be simple and easy to be understood. If the length of the questionnaires is too long, it will affect the rate of response. According to Vavra, there are four types of question can be collected, namely facts, attitudes, prediction behavior and demographics. (2002). Diversified types of question are more interesting for the customers. The questionnaire consists of three sections. The first section is about the demographic profile of the respondent. The objective is to know the respondents background. The second section is about the general information regarding the relationship between the respondents and the shopping mall. Besides, it is used to identify the actual need of the customers. The third section is about the investigation on the level of satisfaction of the customers from the sample chosen towards the location, product performance, staff, building layout, infrastructure and facilities provided in the shopping mall. This section is important in determine whether the shopping mall meet the requirements of the customers. Furthermore, it includes the recommendations from the customers in order to help the shopping mall to enhance their performance in the future. 3.5 SCALE For the questionnaire, every question has its own response options such as open-ended response and close-ended response. Open-ended questions require the opinions of the customers regarding the overall performance of the shopping mall. Close-ended questions are more efficient and quantifiable because it consists of numeric scales which used by the customers to express their feelings in a simple way. The scale is known as Likert Scale. The 5-point numerical scale is adopted which ranging from 1 to 5, 1 represents not satisfied, 2 represents somewhat dissatisfied, 3 represents neither satisfied or dissatisfied, 4 represents somewhat satisfied and 5 represents strongly satisfied. The scale help the respondents to make a clear decision based on their level of satisfaction. 3.6 DISTRIBUTION METHOD Distribution method also known as field method and it defined as the way used by the interviewer to distribute the questionnaires to the sample. The questionnaires in research are distributed to the customers personally at the Mid Valley Megamall and at the same time they return the questionnaires. 3.7 CASE STUDY: MID VALLEY MEGAMALL 3.71 BACKGROUND Mid Valley Megamall is one of the Malaysias largest urban development projects in the world. It was one of the projects inside the Mid Valley City. Mid Valley City desires to be the most modern and integrated mixed-use developments in the world. The construction starts in year 1995. At present, it comprises Mid Valley Megamall, Cititel Hotel, Menara IGB, Boulevard Offices, Boulevard Hotel, Northpoint Mid Valley City, Centrepoint North and South Towers, The Gardens Retail Gallery, The Gardens Hotel, The Gardens Residences and two landmark office towers. IGB Corporation Berhad, a property and investment holding company listed on Bursa Malaysia Securities Berhad is the developer of Mid Valley City while the Mid Valley Megamall is owned and operated by Kris Assets Holdings Berhad, a listed IGB subsidiary company. A two dimension master plan of Mid Valley City is enclosed in appendix. 3.72 DESCRIPTIONS OF MID VALLEY MEGAMALL Mid Valley Megamall is selected for the case study. Mid Valley Megamall is launched in year 1995 and it was opened in November 1999. Mid Valley Megamall is a complex consists of a shopping mall, an office tower block, 30 signature offices and two hotels. It is the first shopping mall comprises four successful anchor tenants, namely Jaya Jusco, Metrojaya, Carrefour and Golden Screen Cinemas. Besides, it comprises 13 junior and mini anchors and 403 specialty shops. Mid Valley Megamall has a gross floor area of 4.5 million square feet and net lettable area exceeds 1.7 million square feet. Mid Valley City is planned and developed as a City in a CityMid Valley Megamall is a key part of Mid Valley City. It was awarded the Best Shopping Complex Award 2000 by Tourism Malaysia and Best Retail Development Award 2001 by FIABCI Malaysia (International Real Estate Federation). Mid Valley Megamall is a good choice for the local residents and foreign tourists. Jusco is the Malaysias shopping retailing chain and supermarkets Carrefour is the largest hypermarket chain in the world in terms of size and the second largest retail group in the world in terms of revenue and third largest in terms of profit. It occupies one floor of Mid Valley Megamall. It provides a wide range of products, from fresh farm products, colourful seafood to household brands. Metrojaya occupied three floors of Mid Valley Megamall and offers wide range of local and international quality products which cater the need of medium and high income groups. Golden Screen Cinemas is the Malaysias largest chain of cinema which offers 18 screens and provides 2899 comfortable seats and spacious leg room. GSC not only brings you the best blockbuster, but also the international screening. Figure: Four Anchor Tenants of Mid Valley Megamall 3.73 MISSION AND VISION Mid Valley Megamall is aimed to fulfilling everyones needs. In order to achieve the mission, the highly energetic and talented professionals are appointed in departments. In fact, Mid Valley Megamall emphasizes on their service standard and it wishes to create a modern and stylish shopping paradise for their customers. As long as the customers are in the Mid Valley Megamall, they will make sure everyone enjoy the services and products provided. Besides, Mid Valley Megamall aims to maintain the growth of the shopping mall in the competitive retail industry. 3.74 FACTORS INFLUENCE THE CUSTOMER SATISFACTION LOCATION AND ACCESSIBILITY Mid Valley Megamall is strategically located between Kuala Lumpur Central Business District and Petaling Jaya. It is located in a convenient location that can be easily accessible from all corners on the Klang Valley. Besides it is surrounded by Petaling Jaya, Bangsar and Damansara. There is a KTM Komuter train-stop and a LRT Station nearby while taxis are available at the entrances of Centre, North and South Courts. The KTM commuter station can be accessed through a covered pedestrian bridge to the Megamall. Its believed to bring an average of 10,000 passengers each day. The station is disable-friendly, and facilities comprise toilets, lifts, covered platforms, ticket and information counters and ticket vending machines. Furthermore, Mid Valley has offers free complimentary shutter bus services (Trinton Bus) at an interval of 30 minutes to 1 hour that travel between Bangsar LRT Station and Mid Valley South Court. Other option of transportation is the public transport available, the detail information about public transport is shown in figure. Figure: The KTM Route (Source: Mid Valley Megamall official website) Monday-Thursday Friday-Sunday Services available at every 30* minutes intervals *Subject to traffic conditions Form Bangsar LRT Station First Departure: 8.05 am Last Departure: 10.40pm From Mid Valley Megamall First Departure: 8.10am Last Departure: 10.45pm Form Bangsar LRT Station First Departure: 8.05 am Last Departure: 10.40pm From Mid Valley Megamall First Departure: 8.10am Last Departure: 10.55pm No shuttle services between these time 10.55am 11.25am 3.10pm 4.10pm 7.30pm 8.00pm No shuttle bus services between there times 10.55am 11.25am 2.45pm 3.45pm 7.15pm 7.45pm Figure: Bus Schedule for Shutter Bus (Source: Mid Valley Megamall official website) Bus No Bus Route Frequency Bus Stop Location T631 University LRT Station Mid Valley Megamall University LRT Station 20 30 min North Court U66 Klang Bus Stand KL Sentral Brickfields Mid Valley Megamall Taman Medan 15 20 min North Court South Court U84 Klang Bus Stand KL Sentral Bangsar LRT Station Mid Valley Megamall Kelana Jaya 15 20 min North Court South Court U85 Klang Bus Stand KL Sentral Bangsar LRT Station Mid Valley Megamall SS2 Seapark 15 20 min North Court South Court U87 Klang Bus Stand KL Sentral Bangsar LRT Station Mid Valley Megamall Bangsar Park 15 20 min North Court South Court Figure: General Bus Services (Source: Mid Valley Megamall official website.) Mid Valley Megamall can be accessed through five major highways and two railway lines. In the future, the improvement of road and public transportation will be done. It includes a designated monorail station, a link bridge to the Putra LRT Station and the upgrading of internal traffic flow. Being located in between Kuala Lumpur and Petaling Jaya, an amount of RM250 million was invested in constructing a flyover and enhance the network of road for the purpose to connect the Federal Highway and all the major catchment and residential suburbs or businesses premises within Klang Valley to Mid Valley Megamall. The location plan is enclosed in appendix X. Meanwhile, the location of the department stores is also very important for the convenient of the customers. INFRASTRUCTURES AND FACILITIES Mid Valley consists of four entrances located at the direction of east, south, north and west respectively. Information Counters are available in Centre, North and South Court at ground floor. They are willing to assist those customers by showing a helpful attitude. In terms of car parking, Mid Valley is provided 4000 car parks in order to cater the need of high crowd during peak hours. Effective from 5 May 2008, the basement car parks of Mid Valley Megamall The Gardens Mall were separated where the car parks for Mid Valley Megamall are zones A and C. The exact location of the parking area is shown in the plan enclosed in appendix. Figure: New Car Park Rates effective 26 March 2007 until the present. (Source: Mid Valley Megamall official website.) Besides, Mid Valley Megamall also provides washrooms and baby changing facilities. The washrooms provided for the benefit of all the customers while the baby changing facilities are provided for the benefit of a mother. In addition, Mid Valley Megamall is comprises five lifts which enable the customers to travel from floor to floor. Escalators also available at East, South and North Court and there are two travelators that connecting the lower ground floor with basement which is very convenient for the customers. A proper floor plan is enclosed in appendix for further clarification of the exact location for the facilities and infrastructures. PRODUCTS AND SERVICES Mid Valley consists of five floors where each floor is specifying for certain products and services. Lower ground floor is for daily essentials such as hypermarket, supermarket, pharmacies and money-changers. Besides, this floor is providing a numerous fast food outlet and local delights. Ground floor is mainly for the adults which include the apparel, footwear, accessories, beauty care, health care, bookstore and others essential items that fulfill the desires of an adult. First floor is the paradise for a kid, which include the fashion for kids, beauty and hair saloons for the adults. Second floor is specialized for those who wish to decorate their house. Besides, IT Centre is also available in this floor to cater the need of young generation in the ever changing technology of the world. Third floor is for entertainment such as Golden Screen Cinemas, Mid Valley Exhibition Centre, Pets Wonderland, Cosmic Bowl, Megakidz and a food court. Besides the products, the proper display area also being taken into consideration in order to be easily accessible by the customer. Mid valley is able to stimulate customers to spend more time and money in Mid Valley through the visual display merchandising. The store directory: Anchors Accessories Apparel Discounters Entertainment Exhibition/ Property Showroom Food and Beverage Health/ Personal Care Houseware and Furnishings Information Technology Jewellery Leisure Luggage Shoes and Bags Sporting Goods and Apparel Sundry and Services Tailoring Textile Watches and Pens Mid Valley Megamall also provides certain services for the convenience of the customers. The services provided: ATMs Banks Cobbler Laundrette Money Changers Post Office Alteration Shop Clinic Dentist Locksmith Newstands Print Shop STAFF In addition, Mid Valley Megamall is continually investing in a comprehensive staff training and skills development programme which aimed at improving both the soft and hard skills of the staff and enable them to perform their responsibilities in a right manner. The quality and attitude of the staffs will be indirectly affecting the level of customer satisfaction towards Mid Valley Megamall. The important qualities of the staffs are friendliness, helpfulness, communication skill and responsiveness. BUILDING LAYOUT Challenge of the management team of Mid Valley Megamall is to ensure the customers willing to visit Mid Valley Megamall repeatedly. Mid Valley Megamall is a customer-centric shopping centre which offers best and wide range of services. It is operated by an experienced team of industry experts to ensure the innovative marketing and leasing initiatives. Besides, Mid Valley Megamall was invested over millions in comprehensive store renovation and upgrading activities in order to improve and enhance the malls environment. In terms of marketing, Mid Valley Megamall has planned the promotion aggressively with the mission to provide the delightful shopping experience to the shoppers. In order to bring excitement and hour of enjoyment to the shoppers, visual merchandising are used in creating a unique atmosphere for the public and enhance the competitiveness of Mid Valley Megamall. The marketing and promotional activities are supported by themed and strong-concept in-house events throughout the mall such as Mid Valley Megamall Fashion Week 2009 which introduce the hottest spring or summer collections through the fabulous design and chic runway shows. This show is designated for the fashion lover. During different festivals such as Hari Raya, Chinese New Year, Merry Christmas celebration, Mid Valley Megamall will decorate the centre court into atmosphere with unique and attractive theme. Mid Valley Megamall was the only shopping mall in Asia that achieved international recognition in MAXI Awards ceremony held in Hollywood last year. This award is organized by International Council of Shopping Centres. For the Hari Raya celebration 2008, Mid Valley Megamall themed as Cherish The Good Old Days in a Brand New Way that create a harmony atmosphere. This unique theme help Mid Valley Megamall won in the Visual Merchandising category of the MAXI Award. 3.5 SUMMARY This chapter has discussed about the research process which include the research framework, research method and purpose, population of questionnaire, the scale for the questions and distributing method. A case study in Mid Valley Megamall has been discussed in this chapter; it includes the background, description, mission and vision of Mid Valley Megamall. Furthermore, the factors that influences the customer satisfaction being discussed for the case study of Mid Valley Megamall. The factors are location and accessibility, infrastructure and facilities, product and services, staff and building layout.