Utilizing Superelastic Shape Memory Alloy Strand

Utilizing Superelastic Shape Memory Alloy Strand I tried to maintain the story in following order: General background on steel MFRs before Northridge earthquake What happened after Northridge Earthquake and still what are the problems remaining? What are the approaches taken to solve the problem? Concept of Post tensioned connection Studies on PT connection with steel Alternative to steel strand (previous studies on SMA strand). Objective of this study. Feasibility study of utilizing superelastic shape memory alloy strand in post tensioned steel beam column connections for improved seismic performance Introduction: During the 1960s, welded steel beam-column connections were considered to be the most ductile system against earthquake. Therefore, a number of industrial and commercial buildings were constructed in the western part of united states at that time.   However, the Northridge earthquake of January 14, 1994, indicated that welded connections are susceptible to brittle fracture at the beam-to-column joints. This failure mode was observed even for structures subjected to a moderate level of ground shaking. Although, these buildings didnt collapse (which is desired by the building code), the connection behavior was not as expected. Further investigation revealed that similar damage was observed in a limited number of buildings during 1992 Landers, 1992 Big Bear and 1989 Loma Prieta earthquake (FEMA-350). Studies have been carried out to investigate the reasons behind it. Based on the investigation, significant design changes was implemented to the pre-Northridge moment resisting frame des igns (Engelhardt and Sabol, 1997). Post-Northridge structures are designed in such a way that it is still expected to sustain damage during severe earthquake but without affecting the life safety limit (Chancellor et al. 2014). Residual deformation that may exist after the earthquake can require expensive repair works and in some cases the demolition of total structures. Depending on the scenario, the total cost of demolition or repair work can be a burden to the overall economy of a country. An example can be the earthquake of magnitude 6.5 that occurred in Christchurch, New Zealand in May 2014. The repair works required 40$ billion (New Zealands dollar) which was approximately 20% of the total GDP of the country. In another study, McCormick et al. (2008) showed that the repair of structures with residual drift greater than 0.005 rad is not economically feasible. Conventional moment resisting frames are designed to resist collapse by using the inelastic properties of nonreplaceable elements. Therefore, these systems can dissipate energy during large inelastic deformation but unable to recover the residual deformation. In this regard, research has been done to improve the performance by introducing reduced beam section (RBS) (Tremblay and Filiatrault, 1997), connection reinforced with cover plates (Engelhardt and Sabol, 1997), haunches (Uang et al. 2000), and side plates (Shiravand and Deylami, 2010). However, the existence of residual deformation after severe earthquake is still possible. To address this above mentioned issues, a new class of lateral force resisting system has been developed which can sustain severe earthquake with little or no residual deformation. This smart structure can return to its plumb position after load removal (herein referred to as a full self-centering), without any residual deformation. This new system is termed as post tensioned (PT) steel moment resisting frames. In this system, beams are post tensioned to the columns, which run parallel to the beams and pass through the column flanges, are used to provide self-centering to the moment resisting frames (Moradi and Alam, 2015). The reduction of residual displacement in PT connection is controlled by a gap opening mechanism.   Due to the gap opening between steel column and beams, a significant reduction in stiffness occurs, which is desirable. As the decrease in stiffness attracts less force to the connection (i.e. softening occurs without structural damage) by lengthening the structur al period (Chancellor et al. 2014). Past few years, several researchers have investigated and still investigating the seismic performance of self-centering steel moment resisting frames. Ricles et al. (2002), experimentally investigated the self-centering behavior of steel PT connection on five cruciform shaped specimens. The results showed that steel PT connection sustain small residual deformation compared to the conventional welded connection. Further study based on several affecting parameters such as flange reinforcing plate, shim plate, number of PT strand, angle size, and gage length are considered by Garlock et al. 2003, 2005. The effect of floor diaphragm on the self-centering behavior of steel moment resisting frames were investigated by Garlock et al. (2007). A performance based design guideline for self-centering PT connection was also outlined. In design procedure, the interaction between the floor system and the self-centering PT connection was considered. Dobossy et al. (2006) proposed a method for asses sing structural limit state probabilities for a self-centering frame (with top-and-seat angles). Monte Carlo simulation was used for generating demand curves. The possibility of exceeding a limit state at each floor of the structure was determined based on the demand and capacity curves.   Herning et al. (2011) used a reliability based method to evaluate the likelihood of reaching the limit state of PT strand yielding. A predictive relationship between the beam-column relative rotation and the story drift was proposed. Based on the results, the response of three nonlinear models of prototype self-centering frames was found to be adequate to thousands of synthetic ground motions. The probability of reaching the limit state of strand yielding ranged from 0 to 15%. The self-centering capability of PT connection can also be improved by using smart materials such as shape memory alloys (SMAs). Shape Memory Alloy (SMA) is a class of equiatomic metal showing mechanical properties not present in materials usually employed in engineering application (Fugazza, 2003). In most cases NiTi is referred to as a shape memory alloy. But some other alloys show the same characteristics of NiTi alloy. If not stated otherwise, NiTi will be used as SMA throughout this paper. The importance of Shape Memory Alloy (SMA) in civil engineering application is increasing rapidly due to its capability of large strain recovery, absence of residual strain upon unloading and high energy dissipation ability. This exceptional property can be used in post tensioned steel beam column connection. The idea of implementing shape memory alloy on post tensioned connection has already been investigated by a number of previous studies. Ocel et al. 2004 considered two partially restraine d (PR) connection to investigate their performance during static and cyclic loading. Martensitic phase (Shape memory effect) was used in both connection. The tested connection was capable of dissipating large energy without any strength degradation up to a drift level of 4%. Using SMA tendons, about 54% and 76% of the beam tip displacement was recovered with or without simulated dead loads, respectively. Ma et al. (2007) presented a highly ductile steel beam column connection by using shape memory alloy bolt. The bolts shanks are 1.2 times longer than the conventional steel bolt. These bolts provide the ductility to the connection by absorbing inelastic deformation. After the deformation phase, it can regain its original shape by recovering 94% of the total deformation. Desroches et al. (2010) studied the behavior of shape memory alloy (SMA) on both austenite and martensite phase. The superelastic SMA bars were found to be responsible for reducing the residual deformation and marten sitic bars were efficient in controlling peak deformations. Ellingwood et al. (2010) evaluated the performance of steel frames with or without SMA connections based on probabilistic framework. Four interior steel beam column connection incorporating different types of SMA (i.e. martensitic NiTi and austenite NiTi) and steel tendon, were investigated by Speicher et al. (2011).   The connection incorporating superelastic NiTi alloy was able to recover up to 85% of its deformation after being loaded upto 5% drift. The objective of this study can be categorized in two phase. In phase one, an attempt has been made to reduce the strand length of existing PT connection without affecting the performance of the connection. In parallel to this study, the objective of phase two was to use shape memory alloy with reduced length. A recent study done by Chowdhury et al. (2017) show that the reduction of PT strand length directly affect the stiffness, strength and moment capacity. Besides, PT connection loses self-centering capability due to the yielding of steel strand. This is due to the high stress concentration in steel and its low strain capacity. In this regard, shape memory alloy can be an efficient alternative due to its large strain capability (recoverable strain up to 8% for NiTi). The cost of NiTi alloy is a major concern during its application. Therefore, reduced strand length will reduce the cost without affecting performance.

Basic Military Training

Basic Military Training (BMT) is a rite of passage that every 18-year-old male Singaporean must complete. BMT is in fact an organization, within the Ministry of Defence, where young males are required to participate in rigorous exercise routines and armed combat training at Pulau Tekong, an offshore Singapore island. This compulsory training consists of basic soldiering skills, including weapon handling, individual field craft, and bayonet fighting. This military training helps to prepare these young men for battlefield survival, should the need arise.The organization has its own rules and regulations, culture, and principles. As such, we have shared our experience at BMT, and compare some aspects of it to Henri Fayol’s Classical Approach. New recruits are bombarded with information, directives, orders, and instructions from senior ranking officers. For example, we are told â€Å"Lights off at 10pm! † and â€Å"Everywhere you go, you are to get my permission. † A lso, if any of us want to voice a grievance, we must approach our superiors. They are authorized to decide if anything can or should be done to resolve the matter.These superiors are specialists (sergeants) who are directly in charge of new recruits, and the CO(Commanding officers) generally are not involved in these matters. BMT entails a wide variety of tasks and comprehensive military training, Therefore, the recruits face danger, but with every attempt to avoid life-threatening scenarios. Being in BMT is similar to being in a highly sensitive organization. Recruits are not allowed to divulge any army secrets outside the organization, and they must be wary of any statements they make in public.All recruits must take an oath of allegiance and pledge their loyalty and honesty to Singapore. In accordance with Fayol’s principle of â€Å"subordination of individual interest to general interest†, there is no room for the word â€Å"I† in BMT. Accordingly, every rec ruit works together with the team or company that he is assigned to. If an individual recruit makes a mistake or fails to follow an order, the whole company will be punished. For example, during my second week of BMT, all recruits were to report for physical training at 6 a. m.All reported except for one of my bunkmates, who overslept and was late. As a result, not only was he punished, but all the others from that platoon were punished as well. In BMT, recruits do not focus on their individual wants and needs, but instead they work as a team toward the betterment of their organisation. Hence, based on these illustrations, we can clearly state that communication within BMT is indeed task-oriented. In a high-security government organization like this, a formal style of communication is appropriate and required.Ranks differentiate superiors from subordinates, and usually the higher the rank, the more respect and power you command. For instance, ranks of ‘Cpt’ (Captain), à ¢â‚¬ËœLt’ (Lieutenant), and ‘Sgt’ (Sergeant) tend to increase the distance between individuals and hinders familiarity with each other. A recruit who approaches anyone of higher rank will probably feel some apprehension. All new BMT recruits are required to greet not only their company IC (in-charge), but also anyone else of higher rank. Required salutes and greetings include â€Å"Good morning Sir,† and all answers are to be proclaimed with â€Å"Yes Sir!† or â€Å"No Sir! † The word â€Å"Sir† conveys the respect that is required from fresh recruits toward their superiors. After two years in BMT, I came to realise that it is one’s rank, not one’s age, that determines the level and amount of respect that they receive. BMT’s formal approach becomes immediately apparent as new recruits enter the camp’s gate. Slippers, sandals, and t-shirts are forbidden, and shirts must be tucked into pants or jeans. Bermudas and shorts are banned as well. In short, all recruits are expected to wear proper attire.Hence professionalism, respect for superiors, and self-respect are the hallmarks and defining attributes of this bureaucratic and professional organisation. Fairness is another factor that contributes to BMT’s formal culture, and it affects the style of communication. In keeping with Fayol’s â€Å"principle of organisational reward,† all recruits, whether they be a minister’s son or a national sportsman, are awarded identical pay and receive identical treatment. The army does not discriminate against any background.Everyone in this military organisation shares the same facilities and consumes the same food. In addition, monetary rewards are granted to recruits who have done well in their physical fitness test (IPPT Test). Therefore, these examples demonstrate â€Å"remuneration of personnel† and â€Å"equity† in the classical model. While completing tra ining at BMT, officers’ and superiors’ messages and announcements are usually issued in the form of letters and memos. These letters generally begin with the recruit’s rank or with the simple salutation of â€Å"Mr.† and are issued to the recruit’s home address. Less formal notes or a thank you on a â€Å"post-it† are unlikely. Friends of the same rank are virtually helpless to aid peers during their stint at BMT. Hence, all recruits must rely on their superiors. However, this does not mean that there is no horizontal flow of communication or â€Å"gangplank† in the army. Recruits routinely turn to one another for minor favours, consolation, and motivation. Thus, BMT recruits indeed get to mingle around and talk to fellow trainees.In addition to the usual letters, memos, and emails, face-to-face communication does exist in BMT. For instance, in the middle of my training stint at BMT, three of my platoon mates and others from various c ompanies were selected to meet the Captain for a face-to-face chat. During that meeting with our superior, we received some feedback on how we were coping with issues and situations in the Army. In closing, the army may seem like a very authoritative organization, but there are some exceptions that exclude them from being a total role model for the Classical Approach.

Ernest Hemingway Fifty Grand Essay Essay

This short story is one of the stories in Men Without Women, written by Ernest Hemingway, an American writer. I started to love every Hemingway’s short story since I reached this semester especially this short story, which is tells about boxing that is one of my favorite sport. I think Hemingway was a man’s man. He wrote everything covered both things that happened in World War I and World War II, he had deep-sea stories, he liked to tell about himself, every journey he had done and using I which is refered to his main character of his stories that could make people who never read his stories would think that I, refered to Hemingway itself. He removes himself from the role of narrator. The stories are almost wholly composed of dialogue. One must engage him or herself in the narratives and ignite his or her imagination to understand the emotional core of each of these stories. Hemingway expects us to. Back to the topic, I am going to give a short review first about this story before I work on my paper. This short story tells us about an aging-boxing champ named Jack Brennan who did his last fight against Jim Walcott, a fresh-young boxer. Jack trained by Jerry Doyle, the narrator itself, and also the only closest friend that Jack had. Jack suffered a great insomnia, how he missed his wife and decided this fight against Jim Walcott will be the last fight for him. Jack knew he can’t stand against Walcott because he is too old to beat a young boxer like Walcott. But the only problem which took my attention starts from here when Jack’s manager, John and a couple of friends with him (we finally knew that both strangers are Morgan and Steinfelt), visited him at Hogan’s health ranch but Jack wasn’t there. He was in his room. Then Jerry, John and his friends went to Jack’s room. They knocked the door but there was not an answer from Jack. So John turned the handle and went in to the room with others. After they met each other and some dialogue between them, John asked Jerry to Jerry to find Hogan because they want to see him but Jack forbade him to go. But Jerry did not listen to Jack. When Jerry left the room, I think there is  important part which is missing. If we go further of this short story we can find a moment when Jack got drunk and told Jerry that he bet $50,000 against himself and tried to lose intentionally against Walcott. Yes, he tried to lose intentionally in his last fight. It was so irrational. I think we, as readers, have missed the important part of this short or probably the narrator deliberately omit that part, the reason why Jack changed his mind. I do not think that he was too old to keep his bet as the only reason why. I am sure there must be something when Jerry left the Jack’s room between Jack, John, Jack’s manager and his friends in there. John and his friends must have said something to Jack and made him change his mind even bet against himself. I try to find out what happened out there on internet. I try to find the missing puzzle in this short story but I get nothing. If we think that Jack was too old to beat Walcott, a fresh-young boxer, why he didn’t decide not to fight from beginning? Why he told Jerry to put a bet on Walcott after he met John and his friends? I used to think that because he never slept at night, how he missed his wife so much and he was getting tired with all of these things then he told his problems to John and his friends that he would make an easy last fight. But no, that is irrational reason if you read the whole story. You will find that Jack stays until final round. That is not make a sense if he would intentionally to lose the game. And why he put so many punches on Walcott and made him bleeding bad and suffered all the time if Jack wanted to lose the game? The fight itself went very tight. Jack controlled the beginning of the game. Then he became slower since the seventh round. Walcott took over the whole game while Jack tried to block every punch from Walcott. Sounds strange enough to me why did he keep the game on? He could say give up, though. I think Jack pride at stake here. He must decide what is more important, lose his bet or his belt. Maybe that is the reason why he survived so far. Altough we know, in the end Jack made a foul to Walcott and is disqualified. From this quote (which was Jack said): â€Å"I think I can last. I don’t want this bohunk to stop me.† He must be thinking about something just to finish this fight before the game ends. No matter how. I think Jack thought so. And take a look at this quote: â€Å"He (means Jack) certainly did used to make the fellows he fought hate boxing. That was why he hated Richie Lewis so. He never got Richie’s goat. Richie Lewis always had about three new dirty things Jack could not do. Jack was as safe as a church all the time he was in there, as long as he was strong.† I will underlined this statement: â€Å"Richie Lewis always had about three new dirty things Jack could not do. That was why he hated him so much.† And if we go back to the game between Jack and Walcott. I think he had prepared well for this â€Å"dirty thing† before the gong of the last round rang. He had prepared to do something bad to finish this fight because he told Jerry and John that he knew he could not stand any longer in this match. And perhaps he had made a decision or had knew the good answer about what he had to choose between his belt or his bet. So that was why he made a foul to Walcott and is disqualified. That is the only thing I though t why Jack keep fighting instead quit before the fight begins. Perhaps he wanted to show a great last fight to the world before he retired. But if he thought so, the foul that he made to Walcott was made people want to slap on his face and turned him as mediocre boxer because of it. So what was he thought? This is so interesting. This thing will be another problem to solve. If the narrator deliberately omit that part or did not want to tell what makes Jack bet against himself, the most understanding thing is because the narrator wants to show us that this short story that he narrate based on what he saw, heard and has happened is the truth. He did not need to tell us the things that he did not know. He would not tell lies. So at that stage when the narrator left the Jack’s room then tried to find where Hogan was, he really did not what happened in there. And we, as readers, did not for sure what happened in there because he did not tell us. And it makes a lot of interpretation. What did they do? Perhaps John, Jack’s manager, or his friends came to Hogan’s ranch to persuade Jack to lose intentionally and offered him some money then Jack accepted because he knew from the first even if he tries his best he still can not beat Walcott, a younger and strong boxer. If yes, that was why he made a foul to Walcott. The only question why did he keep the game on? Why did he stand until final round? Why he did not he do that dirty thing from the start? What if Steinfelt and Morgan conspire with John bribe to Jack to fix the fight? I think that is the characteristic of Ernest Hemingway’s short stories. That is why he likes  to put I as the first person perspective in some of his stories to engage us as readers to feel what the narrator feels, to see what the narrator sees, makes us like we were there. I think Fifty Grand is narrated by what might be called a highly colloquialized narrator. The use of a highly colloquialized narrator in Fifty Grand has several effects on the story. For one thing, as the reader grows accustomed to Jerry Doyle’s manner of speaking, he became more fully involved than he might be otherwise in the world in which Jerry lives. Jerry Doyle seems knowledgeable about prize fighting not only because he works as a trainer, but because his way of speaking causes him to sound the way a man who knows about boxing ought to sound. The choice of Jerry Doyle as the witness narrator for Fifty Grand is useful in ways unrelated to the trainer’s manner of speaking. For one thing, Jerry’s narrating allows the reader to be a man on the inside. Much of the effect of this story results from the fact that the reader receives a ‘behind-the-scenes view of the stinginess, the domestication, and the overall unferociousness of a man the public believes is a brutal and hardened fighter. The importance of the reader’s proximity to the action of Fifty Grand is particularly evident on the night of the big fight. When Jack Brennan climbs up to get in the ring, Jerry describes how Walcott comes over and pushes the rope down for Jack to go through : â€Å"So you’re going to be one of these popular champions,† Jack says to him. â€Å"Take your goddam hand off my shoulder.† â€Å"Be yourself,† Walcott says. This is all great for the crowd. How gentlemanly the boys are before the fight. How they wish each other luck. The reader’s enjoyment of this scene results in large measure from his knowledge that he has information about what is going on which the rest of the spectators at the fight do not have. The moment of Jack Brennan’s realization that he must lose the fight works much the same way. What appears to the audience a vicious low blow that was a foul is understood by Jerry, and thus by the reader, as the desperate action of a threatened bread-winner. Although Jerry Doyle’s manner of speaking and his special  involvement in what is going on cause the reader to be interested in him as a character, Jack Brennan consistently remains the story’s central concern. The way in which Jerry is developed, in fact, helps to maintain the story’s focus on the Irish boxer. For one thing, Jerry Doyle, as the narrator, did not tell the reader much about his own thoughts and emotions. Generally, his reactions to the things that he sees are simple and obvious and in no way attract the reader’s attention. Jerry’s personal comments nearly always support rather than modify the picture of events which his narration sets up. For example, when Jerry says that Jack is sore, he does so just after the reader has seen Jack’s anger for himself. The reader’s primary focus on Jack Brennan is also maintained by the story’s creation of a special kind of presentness, a presentness which results from what can be thought of as a double disappearance of the story’s narrator. In the first place, Jerry Doyle is invisible as a narrator in the act of telling a story. Nothing in the story suggests that Jerry is reminiscing about events from a point in time after Jack’s fight with Walcott. On the contrary, the events of the story seem to be related without the intervention of a narrating present. A second kind of disappearance results from the fact that during the acting present when Jerry is in conversation with other characters, he frequently ceases to be distinguishable even as the overall observer of events. In the following conversation, for example, it is impossible for the reader to tell that one of the speakers is narrating the story: â€Å"You know,† he (refered to Jack) says, â€Å"you ain’t got any idea how I miss the wife.† â€Å"Sure.†Ã‚  Ã¢â‚¬Å"You ain’t got any idea. You can’t have an idea what it’s like† â€Å"It ought to be better out in the country than in the town.† â€Å"With me now,† Jack said, â€Å"it don’t make any difference where I am. You can’t have any idea what it’s like.† â€Å"Have another drink.† â€Å"Am I getting soused? Do I talk funny?† â€Å"You’re coming on all right.† â€Å"You can’t have any idea what it’s like. They ain’t anybody can have an idea what it’s like.† The use of the present tense at the beginning of the exchange does suggest that an involved narrator is telling the story, but the present tense is used so frequently during conversations in Fifty Grand that it ceases to be particularly noticeable. During longer exchanges the narrator identifies his words with â€Å"I said,† but he rarely elaborates on this identification and as a result, the â€Å"I† fails to actract attention any more than â€Å"he† would. When the narrator â€Å"disappears† from large portions of a story or a novel, as is the case in Fifty Grand, the overall result is the creation of a narrative which is both involved and dramatic. In general, those effects which are achieved by means of narrative perspective result from the types of inter-relationships which are created between narrators and the reader and between narrators and the events he narrate. The relationship between the narrator of story a story and the situations he presents to us, the readers, can be of a great many kinds. In Fifty Grand, Hemingway renders the narrator, which is Jerry Doyle, almost invisible, enabling us, the reader, to look through the narrating present and focus our attention directly on the events of the narrator’s story. The position of the narrator itself is primarily important as frame for the presentation of character other than himself.

A Dystopian Future in Brave New World Essay examples

Brave New World is a remarkable journey into the future wherein mankind is dehumanized by the progress and misuse of technology to the point where society is a laboratory produced race of beings who are clones devoid of identity only able to worship the three things they have been preconditioned to love: Henry Ford, their idol; Soma, a wonder drug; and sex (Dusterhoof, Guynn, Patterson, Shaw, Wroten and Yuhasz 1). The misuse of perfected technologies, especially those allowing the manipulation of the human brain and genes, have created a pleasure-seeking world where there is no such thing as spiritual experience, just pleasures of the flesh. In the face of a transcendent religion, the inhabitants (genetically engineered to exist in†¦show more content†¦Regardless of the progress of technology, the real issue is not the capabilities and potential uses of new sciences. The real issue, as it is in Brave New World, is that there will always exist those who use new technolog ies for personal gain, evil pursuits and as an attempt to maintain power and control (like the State does in Brave New World). The ideal concept may be a state of stability that it unchanging, but this comes from our own internal dichotomy between a need for stability and the conflict with the instability of being real. No state has ever achieved such a stable condition in the history of mankind anyway, Historically, no actual political state has ever achieved stability and only a very few have approximated it...Even so this is the aim for which all politicians and political states plan (Firchow 85). Therefore, even though we have the power to splice and locate genes that will modify human characteristics and behavior (like manipulating a babys sex or sexuality), who would choose to allow this power in only the hands of a few, powerful interests? What would stop powerful white monied interests from trying to rid society of supposed undesirables like blacks, Hispanics, homosexu als or even women? After all, by being able to breed children outside of the womb, some men may feel their truly useful purpose is achievable without them. Some contend that no loss of humanity is involved inShow MoreRelatedBrave New World By Aldous Huxley1321 Words   |  6 Pagesread Brave New World by Aldous Huxley, they are taken the World State, a dystopian society where the citizens are attracted to material goods, immediate happiness, and drugs that distract themselves from reality. Do Readers begin to wonder if the society we live in today become a dystopian society? While comparing societies, we begin to realize that our society is almost identical to the World State. 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Essay about Counter Narcotics - 634 Words

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Effect of Information Technology free essay sample

EFFECTS OF INFORMATION TECHNOLOGY ON CUSTOMERS’ SATISFACTION IN NIGERIAN FINANCIAL INSTITUTIONS. By ERNEST E. INYANG, A. D. O. OTONKUE AND JUDE U. BASSEY ABSTRACT Information technology may be considered to be the harnessing of electronic technology in its various forms to improve the operations and profitability of the business as a whole. Information Technology provides significant improvements with facilities such as word processing (improving secretarial, typing and some reprographic services) communication facilities in the form of electronic mail, databases in relation to filing and data retrieval. Such advances improves business efficiency eliminating unnecessary delays in communication between different parts of the organization and dealing with routine filing and correspondence. KEY WORD: INFORMATION TECHNOLOGY, CUSTOMER’S SATISFACTION INTRODUCTION This research is the lack of investigation on the effects of information technology in delivering service to customers, especially in the financial services sector. Hence, this research work hinges on the effect of an information technology enabled electronic delivery channel on overall customer satisfaction. This is the assumption that higher customer satisfaction leads to sustainable revenue growth and profitability. This claims is based on the arguments provided in Heskett etal (1997) that profit and growth are estimated primarily by customer loyalty and loyalty is a direct result of customer satisfaction. This research work is undertaken with a view to finding out whether good performance of Nigerian financial institutions is largely due to implementation of information technology and also to improve upon the existing marketing activities of Nigerian financial institutions, so as to ave high customers’ satisfaction. For the purpose of this study the hypothesis tested is: Ho:Information Technology has no positive impact on customers’ satisfaction in Nigerian financial institution. Hi:Information Technology has positive impact on customers’ satisfaction in Nigerian financial institutions. This research work is significant in the sense that it would help to identify ways of improving the services of Nigerian financial institutions. It may also serve as a basis on which future research on information technology and customer satisfaction may be based. REVIEW OF SOME RELATION LITERATURE According to Kinshnan etal (1999), financial service companies have products such as current and servings accounts and in some cases may also offer insurance policies. An interesting aspect of financial service companies is that they do not fully fit into the mould of full service industries that offer tangible products and full service industries. The notion of quality in financial service firms is quite different from that in manufacturing companies. The nature of the financial service industry is such that its products are mostly intangible for instance, in an investment company, the product delivered is not the stock certificate, but the investment it represents, as well as the peripheral services such as online account services and accurate periodic reports. Since customers do not view the actual product as a full product, the service accompanying the product is very important in consequence, in modeling overall customer satisfaction for financial service companies, it is important to include both product and service attributes. Prior research has identified specific attributes to quality that are linked to customer satisfaction in both manufacturing and service industries (Garvin 1988, Zeithamal etal, 1990). Research on service quality has generally investigated the quality attributes of certain service encounters (Zeithamal etal, 1990). There is a paucity of research and guidance in understanding the drivers of overall customer satisfaction at the firm level. This is true especially for multi-channel firms that are increasingly becoming the norm in the financial services sector Frei (etal, 1995). Roth and Jackson (1995), in one of the few rigorous empirical studies on the financial service industry identified the determinants of service quality in the banking industry. The analysis indicated that the quality of customer interface positively influences service quality. However, the study used a composite measure for the quality of customer interface that includes various factors such as responsiveness to customer inquiries, accuracy of account statements, timeliness of mailing account statements, customer complaints and processing errors. According to Kinshnan etal (1999), in the financial services business, the notion of customer interface is multifaceted and may vary, depending upon the channel of service delivery. While all the service encounters mostly involve the customer in one way or the other the nature of personal interactions with customers at branches differs from that of IT enabled automated delivery channels. There is a need for a deeper understanding of this distinction for firms to leverage overall customer satisfaction. Different components of the customer interface may have varying impacts on satisfaction across the customer population. METHODOLOGY The various information generated in the course of this research were obtained through participatory observations of twenty–four selected financial institutions and through questionnaires administered to the management and the customers of the selected financial institutions. The set of questions asked from the respondents were such that will elicit more information concerning the institutions internal operation especially in relation to customers’ satisfaction with the operations of the institutions. In the course of this research work, a good number of respondents randomly selected were interviewed. The information targeted by the research work include the following: a. Sourcing of the institutions information technology equipment such as the computer systems and the peripherals. b. Effectiveness of the institution’s channels of distribution. c. Satisfaction of the customers in the operations of the financial institution. Analysis of variance (ANOVA) and correlation coefficient are used to analyze the data. Analysis of variance technique makes use of the F-formula and drastically reduces computational labour involved in many samples. The ANOVA procedure is based on the mathematical theory that the independent sample data can be made to yield two independent estimates of the population variance, namely, within group variance estimate and between group variance estimate. The ANOVA formula for the computed F–ratio is: F = MSSB/MSSW at a = 0. 05 and n – 1, m-1 degrees of freedom. Where: MSSB is the mean squares of between groups MSSW is the mean squares of within groups Decision rule:- If the calculated F – value is less than the tabulated (critical) value then HO is accepted. And if the calculated value then the difference is significant and H0 is rejected. The surveyed customers were given a list of fire effects on lickert rating as follows:- 1. Very good 4 points 2. Good3 points 3. Average or fair2 points 4. Poor or Bad1 p0int 5. No Answer0 point Six factors were considered in the analysis. These are: a. Quality of computerization. (QCOMPUT) b. Quality of institutions services vis- a – vis the use of computing facilities (QSVC). C. Impact of Information Technology on customers satisfaction (ITIMPACT). d. Level of computerization (IT LEVEL). e. Effects of computerization on customers’ waiting time (WAITIME). f. Overall customers’ satisfaction with financial institutions services (OSATIS). DATA ANALYSIS AND DISCUSSION OF RESULTS DATA ANALYSIS The averaged responses from the selected financial institutions on the factors are as shown in Table 1 DISCUSSION OF RESULTS The ANOVA table analyses the variability of the customers’ satisfaction. The F – column displays the ratio of the mean square for the regression to the mean square error of the residuals. This is called the F – ratio. A large value shows that the regression may be statically significant. The ratio is approximately 14. 52. This shows that the result is statistically significant. The correlation coefficient expresses the strength of the relationship on a search ranging from -1 to +1. a positive value close to +1 indicates a strong positive relationship in which an increase in one variable implies an increase in the value of the second variable. A negative correlation indicates that an increase in the first variable signals a decrease in the second variable. From the correlation Table 1, there is a positive correlation between the level of information technology (column 6) and overall customer satisfaction (column 4). In terms of Hypothesis Testing, the will hypothesis â€Å"there is no positive relationship between level of Information Technology and overall customer satisfaction is rejected. Hence, the level of information technology has a positive impact on customer’s satisfaction in Nigerian financial institutions. The results obtained from the response show that the introductions of computing facilities was greatly improved the services of financial institutions. There was 10% response for effect of IT on reduced waiting time. For quality of service vis–a–vis computerization there were 70. % responses for High Quality, 25% for Good Quality and 4. 2% for No Answer. This shows that the Quality of financial services with respect to computerization is High with respect to Quality of computerization there were 50% responses for High Quality, 45. 8% for Good Quality and 4. 2% for Average. This shows that the Quality of computerization ranges between High Quality and Good Quali ty not all the financial institutions have attained High Quality of computerization. Based on the level of Information Technology implementation, there were 20. 8% responses for High level, 75. % for Average level and 4. 2% for No answer. The figures show that the financial institutions have just attained the average level of Information Technology Implementation on the impact of Information Technology on customers’ satisfaction, there were 100% responses for positive impact. This shows that Information Technology has positive impact on customer’s satisfaction in financial institutions. It is also discovered that all the financial institutions considered responded that their areas of computer applications are word processing, payroll processing and communications. CONCLUSION AND RECOMMENDATIONS The world is dynamic. Also, the nature of needs and wants of the generality of consumers keep on changing. It goes without saying that any organization intending to maintain a good level of profitability and improved performance has to be duly prepared for all these changes and cope favorably with them. This calls for effective implementation of appropriate information technology to accommodate these changes with minimum stress. Though it is recognized that Information Technology would certainly cost a lot of capital, it would be a good and productive investment. Computers and telecommunication systems have become very important as delivery system and productivity tools of electronic data and information. Nigeria financial institutions have now realized that financial services to day require prompt delivery of services, efficiency and the ability of customers to be served in any of their branches in any part of the country, without any encumbrances. As a result of these, financial institutions are embarking on the use of computer applications software, internet facilities that can help them to provide efficient, comprehensive and nationwide services to their customers. And these have resulted in an overwhelming customers satisfaction. To function effectively and competitively, the financial institutions should: a. Lay emphasis and rely heavily on Information Technology b. Introduce a sound quality management programme that would ensure that Information Technology implementation Products meet the requirements of Nigerians. c. Create an awareness of IT opportunities into the business planning process. REFERENCES Berk K. N. Carey P. (2000). â€Å"Data Analysis with Microsoft Excel. † USA: Duxbury Thomas Learning Centre. Bowen, J. W Hedges, R. B. (1993). â€Å"Increasing service quality in Retail Banking. † Retail Banking Journal 15(3). pp. 21, 28. Fornel C. , Ryan, M. J. West Brook R. A. (1999). â€Å"Customer satisfaction: The key to Retention MOBIBUS† 9(3), pp 14-18. Grifell–Tatje, E. Lovell, CAK (1999): â€Å"Profits and Productivity†, Management Science, vol 45, No 9 Sept. 1999, pp. 1177 – 1193. Harker, P. T. Zenious (1999) â€Å"Performance of Financial Institutions†. Management Science vol. 45, No. 9 Sept. 1999. Krishna K. (2009): â€Å"Trade Investment and Growth†. Nexus, analysis and prognosis. Roth and Jackson (1995): Strategic Determinant of Service Quality and performance: Evidence from the Banking Industry; management science 41(11), pp 1720 – 1733 Soteriou, A. (1999): â€Å"Operations Quality and Profitability in the Provision of Banking Services. † Management Science 49(9), pp. 1221 – 1238. TABLE 1 AVERAGE RESPONSES OF RESPONDENTS |FIN INSTI |WAITIME |Gcompt |gsvc |OSATIS |ITIMPACT |TOTAL |ITLEVEL | |1 |5 |4 |4 |3 |3. |19. 6 |39. 2 | |2 |3. 6 |4 |4 |3. 6 |5 |20. 2 |4 | |3 |3 |3 |3. 6 |4 |4 |17. 6 |3 | |4 |5 |3. 6 |3. 6 |4 |5 |21. 2 |3. 6 | |5 |5 |4 |4 |3. 6 |4. 3 |20. |4 | |6 |3. 6 |5 |4. 3 |4. 3 |4 |21. 2 |3. 3 | |7 |4 |3. 6 |5 |5 |4. 3 |21. 9 |5 | |8 |3 |4 |4 |4. 3 |4 |19. 3 |4 | |9 |3. 6 |5 |4 |4 |4. 3 |20. |4 | |10 |5 |5 |5 |5 |4 |24 |5 | |11 |4 |4 |5 |5 |4 |22 |4 | |12 |4 |5 |5 |4 |5 |23 |5 | |13 |3 |4 |3 |4 |4 |18 |5 | |14 |3. |4 |3. 6 |3 |5 |18. 9 |4. 3 | |15 |3. 6 |4 |5 |5 |5 |22. 6 |5 | |16 |4 |3. 6 |4. 3 |4 |4 |19. 9 |3. 6 | |17 |5 |4 |4 |4 |4 |21 |4 | |18 |3. |4. 3 |4 |4. 3 |4 |20. 2 |4. 3 | |19 |4 |3. 6 |3. 6 |4 |4. 6 |19. 8 |4 | |20 |3 |3. 6 |4 |4 |5 |19. 6 |3. 6 | |21 |5 |4 |4 |4. 6 |5 |22. |3. 6 | |22 |5 |4 |4 |3. 6 |4. 3 |20. 9 |4 | |23 |4 |3 |4 |4 |4 |19 |4 | |24 |3. 6 |4 |4 |5 |4 |20. 6 |5 | The tabulated or critical value of F – using the F – table is as shown in the ANOVA table. ANOVA: Single Factor |Source of variation |SS |DF |MS |F |P-Value |F-critical | |Between Groups: |5602. 5023 |6 |933. 75038 |1452. 132 |32. 18E-137 |2. 1553035 | |Within Groups: |103. 52625 |161 |0. 6430202 | | | | |Total |5706. 285 |167 | | | | | Decision: The calculated F – value is 1452. 132. the critical F-value is 2. 15. Since the calculated F – value is greater than the tabulated F-value. Ho is rejected and H1 is accepted which implies that information technology has positive impact on customers satisfaction in Nigerian financial institution. THE CORRELATION COEFFICIENT TABLE IS AS SHOWN BELOW |Column 1 |Column 2 |Column 3 |Column 4 |Column 5 |Column 6 | |Column 1 |1 | | | | | | |Column 2 |0. 116777 |1 | | | | | |Column 3 |0. 197878 |0. 369635 |1 | | | | |Column 4 |-0. 6824 |0. 130663 |0. 580463 |1 | | | |Column 5 |-0. 04909 |0. 006001 |0. 037217 |-0. 08049 |1 | | |Column 6 |-0. 09995 |0. 315265 |0. 373817 |0. 465422 |0. 128972 |1 | KEY: Column 1 – WAITIME; Column 2 – QCOMPT; Column 3 – QSVC; Column 4 – OSATIS; Column 5 – ITIMPACT, Column 6 – ITLEVEL