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Full-Text Articles in Sociology

Do Home Invasion Serial Killers Warrant A Distinct Classification From Other Serial Killer Location Types? A Retrospective Comparative Examination, Caroline V. Comerford Mar 2022

Do Home Invasion Serial Killers Warrant A Distinct Classification From Other Serial Killer Location Types? A Retrospective Comparative Examination, Caroline V. Comerford

FIU Electronic Theses and Dissertations

This dissertation seeks to address the research gap in serial homicide regarding home invasion serial killers (HISKs) and add to existing policy by providing insight and approaches to assist in serial murder investigations of such killers. Data for the study was obtained from the 2019 Radford University/Florida Gulf Coast University Serial Killer Database (RU/FGCU SKD) and additional public information searches. A retrospective comparative design and proportionate stratified random sampling of 326 serial killers from the RU/FGCU SKD (2019) were used to examine the differences and classifications of HISKs and non-home invasion serial killers (non-HISKs) in three investigations: (1) common characteristics; …


Perils, Pitfalls & Dilemmas In Responding To Transnational Organized Crime Groups., Juan Del Rio Mar 2022

Perils, Pitfalls & Dilemmas In Responding To Transnational Organized Crime Groups., Juan Del Rio

FIU Electronic Theses and Dissertations

Governments employ several approaches to combat Transnational Organized Crime groups. These groups include drug trafficking organizations and armed-insurgent groups. Tactics such as High-Value Target strikes, Peace Accords, and vigilantism have shown to successfully debilitate criminal networks while at the same time sparking unintended negative outcomes. For example, some of these tactics are associated with an increase in cartel-related violence, terrorist attacks, and the lethality of terrorist attacks. What remains unclear is the degree to which these approaches affect these associations and which of these tactics has the most favorable outcomes in combating Transnational Organized Crime groups. The analyses conducted in …


Longing For The Homeland: The Palestinian American Diaspora And Palestinian Advocacy In The United States, Mohamed Khaled Ghumrawi Mar 2022

Longing For The Homeland: The Palestinian American Diaspora And Palestinian Advocacy In The United States, Mohamed Khaled Ghumrawi

FIU Electronic Theses and Dissertations

This dissertation explores how Palestinian Americans in the diaspora connect with Palestine, Palestinian advocacy, and the Palestinian question. It analyzes and synthesizes the interaction of the Palestinian American diaspora and Palestinian advocacy, exploring its domestic and transnational linkages. It also explores the nexus of domestic and transnational aspects relating to Palestinian identity, political life, advocacy, culture, and politics. This project utilizes two main frameworks, the first is the tripartite composite state theory, focusing specifically on the normative-social structure. The second applies a framework of intersectionality, highlighting the interconnectedness of the Palestinian diaspora and the Palestinian question with other social …


Poverty In The High-Income Countries: A Marxist Alternative To Mainstream Ideologies, Jamie A. Gough, Aram Eisenschitz Oct 2021

Poverty In The High-Income Countries: A Marxist Alternative To Mainstream Ideologies, Jamie A. Gough, Aram Eisenschitz

Class, Race and Corporate Power

Poverty has been present in all the advanced capitalist countries since the dawn of industrial capitalism in the late 18C, and remains so to this day. Mainstream explanations of this phenomenon are superficial and mistake symptoms for causes. In this article we present a Marxist explanation of poverty in the high-income countries since the late 19C. We show how poverty is systematically produced by the dynamics of capital accumulation and the capital-labour relation, including their spatial dynamics, operating in the realms of production, social reproduction, and their mediations by the state. Since poverty is produced by the totality of society, …


Mobile Passages: Unpacking The Seasonal Lifestyle From Quebec To Topeekeegee Yugnee (Ty) Rv Park, Broward County, Southeast Florida, Tara Kai Jul 2021

Mobile Passages: Unpacking The Seasonal Lifestyle From Quebec To Topeekeegee Yugnee (Ty) Rv Park, Broward County, Southeast Florida, Tara Kai

FIU Electronic Theses and Dissertations

This study seeks to investigate the lived experiences of multi-locational actors and the production of unique forms of socialization and community using the seasonal movements and settlements of the Québécois population (also referred to as “Floribécois”) in Broward County, Florida during the winter months. This study employs interpretative phenomenological analysis (IPA) which is theoretically rooted in hermeneutic phenomenology. IPA recognizes that there are shared perspectives and lived experiences of a group of people about a concept or a phenomenon. This analysis comprises of collectively shared meanings, while being mindful of the unique experience of a single individual and/or subgroup. The …


Mediating Effects Of Foster Care Experiences On Employment And Educational Outcomes In Aged Out Former Foster Youth, John Campbell Mar 2021

Mediating Effects Of Foster Care Experiences On Employment And Educational Outcomes In Aged Out Former Foster Youth, John Campbell

FIU Electronic Theses and Dissertations

The economic well-being outcomes of youth who are removed from foster care status due to reaching the age of ineligibility (i.e., age out) is an important issue in public health and social work. This study investigated the interrelation between simultaneously embodying both a sex and race/ethnicity (i.e., intersectional identity), circumstances experienced through age 19 (i.e., foster care experiences), and economic well-being indicators at age 21, using secondary administrative data from a 4-year longitudinal study (N = 4657). In terms of intersectional identity, findings indicated that intersectional identity was directly related to employment and postsecondary education outcomes. In terms of foster …


A Comprehensive Evaluation Of An Offender-Focused Domestic Violence Policing Strategy Using The Emmie Framework, Sara C. Mcfann Mar 2021

A Comprehensive Evaluation Of An Offender-Focused Domestic Violence Policing Strategy Using The Emmie Framework, Sara C. Mcfann

FIU Electronic Theses and Dissertations

As the emphasis on increasing the body of evidence for (or against) policing interventions grows, so does scholars' responsibility to identify not only what works but why, for whom, and in what contexts. An emerging police approach to domestic violence (DV) using offender-focused strategies has grown in popularity. However, the evidence base is small and does not explore inside the “black box” of the main strategic activities. To address this evidence deficiency and provide the first-ever primary study of this type of program, a comprehensive evaluation of a focused deterrence-based policing intervention for DV situated around the EMMIE (Effects, …


Transformative Constitutionalism And The Adjudication Of Elections In Kenya, Carl Bevelhymer Mar 2021

Transformative Constitutionalism And The Adjudication Of Elections In Kenya, Carl Bevelhymer

FIU Electronic Theses and Dissertations

The judicialization of politics has been an ongoing and expanding global phenomenon for decades. In Kenya, the record number of cases brought before courts prior to and following the 2017 elections is evidence of the continued growth and spread of the judicialization of politics, and more specifically elections; it is also the result of Kenya’s 2010 Constitution, which introduced a new form of governance, expanded the number of elective seats and mandated judicial and electoral reforms. One of the most remarkable events of the 2017 election period was the Supreme Court’s nullification of the presidential election due to electoral irregularities. …


Quiet River, Heavy Waters: Un-Silencing Narratives Of Social-Environmental Inequalities In The Cradle Of Soviet Plutonium, Rosibel Roman Jun 2019

Quiet River, Heavy Waters: Un-Silencing Narratives Of Social-Environmental Inequalities In The Cradle Of Soviet Plutonium, Rosibel Roman

FIU Electronic Theses and Dissertations

In December 1948, the Soviet Union’s first plutonium production facility, Mayak Production Association (PO Mayak), began operation in the Southern Urals region of Russia, at the western edges of Siberia, near the restricted city of Chelyabinsk-40, known in the present day as Ozyorsk. Since then, rural communities located downstream from PO Mayak have experienced health, economic, ecological and social impacts of contamination from high-level radioactive wastes released by the facility into the Techa River and its surrounding ecosystem. My research, drawing from archival research conducted in Russia and the United States, as well as secondary sources in English and Russian, …


Male Offenders Perspectives On Contextual And Proximal Events Associated With Incidents Of Domestic Violence, Sharon M. Aaron Jun 2019

Male Offenders Perspectives On Contextual And Proximal Events Associated With Incidents Of Domestic Violence, Sharon M. Aaron

FIU Electronic Theses and Dissertations

Domestic violence is a serious public health problem in the United States; one which has proven intractable to researchers working on theory development and on effective prevention interventions. Although much has been reported from the perspectives of battered women, there are few studies that examine the perspectives of male offenders. In particular, there has been a call for more research on contextual and proximal events associated with incidents of domestic violence from the male offenders’ perspective.

In this study, ten male offenders were interviewed to address this need. Interviews were analyzed using grounded theory method to identify themes in the …


Understanding The Organizational Factors That Impact Police-Community Relations, Andrea Marie Headley May 2018

Understanding The Organizational Factors That Impact Police-Community Relations, Andrea Marie Headley

FIU Electronic Theses and Dissertations

There has been a significant amount of attention refocused on problems surrounding police and communities of color. The most consistent remedy identified has been reforming police departments, which is an organizational-level solution. However, only minimal strides have been made in empirical research to understand the organizational correlates associated with police-community relations. Thus, this research investigated the impact that police departments’ organizational and managerial characteristics have on police-community relations.

The key contributions of this research to the literature are three-fold. First, a composite indicator of police-community relations was developed by compiling a large nationwide dataset of local police-departments. This multidimensional indicator …


Institutional Ethnography: Utilizing Battered Women’S Standpoint To Examine How Institutional Relations Shape African American Battered Women’S Work Experiences In Christian Churches, Ursula Tiershatha Wright Mar 2017

Institutional Ethnography: Utilizing Battered Women’S Standpoint To Examine How Institutional Relations Shape African American Battered Women’S Work Experiences In Christian Churches, Ursula Tiershatha Wright

FIU Electronic Theses and Dissertations

The purpose of the collected papers dissertation was to critically examine the individual and institutional conditions that shaped battered women’s work experiences in church organizations. The studies in the collected papers shared the provision of using a methodological and analytic tool, institutional ethnography (IE), that offers a strategic and comprehensive means of investigating issues related to institutions and institutional processes that merge a macro and micro view. The first paper was a conceptual paper that emphasized the socio-political context in which adult vocation education is practiced and shared a practical means of using IE to uncover the interconnected and interdependent …


Organizational Social Capital And Performance Information Use: Analyzing The Link And Its Implications For Public Management, Michele Tantardini Jun 2016

Organizational Social Capital And Performance Information Use: Analyzing The Link And Its Implications For Public Management, Michele Tantardini

FIU Electronic Theses and Dissertations

The use of performance information is the backbone of performance management. Performance information use refers to the willingness of public managers or other relevant stakeholders to incorporate quantitative or qualitative data in their decision-making. Both routine and nonroutine performance information is considered essential in managers’ decision making. Understanding the organizational factors that motivate public managers to use performance information is an important topic in the literature and practice of performance management.

Although the number of studies on information use is growing, little is known about the impact of Organizational Social Capital (OSC). OSC is composed of the sub-dimensions of social …


Students With Physical Disabilities - Reflections On Their Experiences With Work Preparation Programs, Services And Accommodations In A Higher Education Institution, Claudia Castillo May 2016

Students With Physical Disabilities - Reflections On Their Experiences With Work Preparation Programs, Services And Accommodations In A Higher Education Institution, Claudia Castillo

FIU Electronic Theses and Dissertations

For a variety of reasons, college students with disabilities encounter stressors beyond those of students who do not have disabilities. One of the more salient examples is that students with disabilities are required to disclose that they have a disability and to communicate with faculty and staff in order to receive academic accommodations, as afforded to them under sub-part E of Section 504 of the Education and Rehabilitation Act of 1974. Therefore, postsecondary institutions are required to make appropriate accommodations available to students with disabilities, but they are not required to proactively seek them out.

The purpose of this study …


The Tensions Of Karma And Ahimsa: Jain Ethics, Capitalism, And Slow Violence, Anthony Paz Mar 2016

The Tensions Of Karma And Ahimsa: Jain Ethics, Capitalism, And Slow Violence, Anthony Paz

FIU Electronic Theses and Dissertations

This thesis investigates the nature of environmental racism, a by-product of “slow violence” under capitalism, from the perspective of Jain philosophy. By observing slow violence through the lens of Jain doctrine and ethics, I investigate whether the central tenets of ahimsa and karma are philosophically anti-capitalist, and if there are facets within Jain ethics supporting slow violence. By analyzing the ascetic and lay ethical models, I conclude that the maximization of profit and private acquisition of lands/resources are capitalist attributes that cannot thrive efficiently under a proper Jain ethical model centered on ahimsa (non-harm, non-violence) and world-denying/world-renouncing practices. Conversely, karma …


In Search Of Safety, Negotiating Everyday Forms Of Risk: Sex Work, Criminalization, And Hiv/Aids In The Slums Of Kampala, Serena Cruz Oct 2015

In Search Of Safety, Negotiating Everyday Forms Of Risk: Sex Work, Criminalization, And Hiv/Aids In The Slums Of Kampala, Serena Cruz

FIU Electronic Theses and Dissertations

This dissertation offers an in-depth descriptive account of how women manage daily risks associated with sex work, criminalization, and HIV/AIDS. Primary data collection took place within two slums in Kampala, Uganda over the course of fourteen months. The emphasis was on ethnographic methodologies involving participant observation and informal and unstructured interviewing. Insights then informed document analysis of international and national policies concerning HIV prevention and treatment strategies in the context of Uganda. The dissertation finds social networks and social capital provide the basis for community formation in the sex trade. It holds that these interpersonal processes are necessary components for …


Consumers’ Reactions To Sanitation In Casual Dining, Quick-Service, And Fine Dining Restaurants, Haeik Park, Barbara Almanza Jul 2015

Consumers’ Reactions To Sanitation In Casual Dining, Quick-Service, And Fine Dining Restaurants, Haeik Park, Barbara Almanza

Hospitality Review

Consumers’ concern about food safety, sanitation, and health has increased since food-borne illnesses still frequently occur in the US. This article explored consumers’ perceptions, emotions, and behavioral intention about the sanitation of the physical environment in three different restaurant settings, casual dining, quick-service, and fine dining restaurants. Disgust was the most strongly felt negative emotion, but no significant differences were found for negative emotional reactions to dirty conditions among the three types of restaurants. Positive emotional reactions were significantly different among the restaurant types. Behavioral intention was also significantly different among the three restaurant types as a reaction to dirty …


Public Service Motivation In Public And Nonprofit Service Providers: The Cases Of Belarus And Poland, Palina Prysmakova Mar 2015

Public Service Motivation In Public And Nonprofit Service Providers: The Cases Of Belarus And Poland, Palina Prysmakova

FIU Electronic Theses and Dissertations

The work motivation construct is central to the theory and practice of many social science disciplines. Yet, due to the novelty of validated measures appropriate for a deep cross-national comparison, studies that contrast different administrative regimes remain scarce. This study represents an initial empirical effort to validate the Public Service Motivation (PSM) instrument proposed by Kim and colleagues (2013) in a previously unstudied context. The two former communist countries analyzed in this dissertation—Belarus and Poland— followed diametrically opposite development strategies: a fully decentralized administrative regime in Poland and a highly centralized regime in Belarus. The employees (n = 677) of …


Customer Satisfaction And Behavioral Intentions: The Case Of Aruba-- Small Island Nation, Yang Cao, Robin Dipietro, Gerald Kock Feb 2015

Customer Satisfaction And Behavioral Intentions: The Case Of Aruba-- Small Island Nation, Yang Cao, Robin Dipietro, Gerald Kock

Hospitality Review

Tourism studies related to small island destinations have become a research stream amongst many academics in recent years. The current study investigates tourist satisfaction related to a tour operator on the island of Aruba that specializes in jeep and bus tours. As there is an increased expenditure pattern for these types of activities, companies are looking for ways to improve customer satisfaction and behavioral intentions. Results indicate that tourists are generally satisfied with the tour company; however a difference in satisfaction ratings was obtained for respondents 61 years old or above. Four factors were extracted from tourists’ satisfaction attributes and …


Tequila At Sunrise: Spring Break Travel Motivations And Risk Behaviors Of American Students In Acapulco, Mexico, J. Carlos Monterrubio Ph.D., Bharath M. Josiam Ph.D., Jennifer Duncan Feb 2015

Tequila At Sunrise: Spring Break Travel Motivations And Risk Behaviors Of American Students In Acapulco, Mexico, J. Carlos Monterrubio Ph.D., Bharath M. Josiam Ph.D., Jennifer Duncan

Hospitality Review

Little research has been completed regarding spring break motivations and behaviors of American students in foreign destinations, specifically in Mexico. This paper looks at push and pull motivations in relation to drug and alcohol consumption and findings indicate greater drug and alcohol use among those who selected “party reputation” and “to go wild” as travel motivations. Binge drinking, sexual activity, and drug use among students on spring break in Acapulco, Mexico were also analyzed and compared to past findings within the United States. Results suggest that students are involved in heavy alcohol consumption and significant drug use. Additionally, high rates …


Looking At Residents’ Attitudes Towards Spring Break Tourism In Texas Through The Lens Of Community Attachment, Marianna Strzelecka Ph. D., Bharath M. Josiam Ph.D., Daniel L. Spears Ph.D., J. Carlos Monterrubio Ph.D. Feb 2015

Looking At Residents’ Attitudes Towards Spring Break Tourism In Texas Through The Lens Of Community Attachment, Marianna Strzelecka Ph. D., Bharath M. Josiam Ph.D., Daniel L. Spears Ph.D., J. Carlos Monterrubio Ph.D.

Hospitality Review

The growth of spring break tourism in many destinations has become problematic, predominantly due to the excessive behaviour of college students. This paper examines residents’ attitudes toward spring break tourism in South Padre Island (located in Texas, USA) through the lens of community attachment. By understanding the attitudes of residents of the host communities, tourism planners and policy-makers can create policies to shape the character of tourism according to the residents’ needs. The findings suggest that, at this point in time, community residents perceive that the benefits of spring break tourism benefits exceed its’ costs. Also, the short and intense …


Access To Better Education: The School Choice Experience Of Families Served By Low-Performing Elementary Public Schools In Miami-Dade County, Letania Severe Nov 2014

Access To Better Education: The School Choice Experience Of Families Served By Low-Performing Elementary Public Schools In Miami-Dade County, Letania Severe

FIU Electronic Theses and Dissertations

Public school choice education policy attempts to create an education marketplace. Although school choice research has focused on the parent role in the school choice process, little is known about parents served by low-performing schools. Following market theory, students attending low-performing schools should be the primary students attempting to use school choice policy to access high performing schools rather than moving to a better school. However, students remain in these low-performing schools. This study took place in Miami-Dade County, which offers a wide variety of school choice options through charter schools, magnet schools, and open-choice schools.

This dissertation utilized a …


“Namastey London”: Bollywood Movies And Their Impact On How Indians Perceive European Destinations, Bharath M. Josiam Ph.D., Daniel Spears Ph.D., Kirti Dutta Ph.D., Sanjukta A. Pookulangara Ph.D., Tammy L. Kinley Ph.D. Jun 2014

“Namastey London”: Bollywood Movies And Their Impact On How Indians Perceive European Destinations, Bharath M. Josiam Ph.D., Daniel Spears Ph.D., Kirti Dutta Ph.D., Sanjukta A. Pookulangara Ph.D., Tammy L. Kinley Ph.D.

Hospitality Review

The aim of this study is to analyze the perception of European destinations through the eyes of Indian Bollywood film viewers to determine how perception is influenced by what is viewed in films. Researchers surveyed Indian consumers and collected 670 usable surveys. European destinations were divided into top five and bottom five destinations for Indian tourists, and data was then compared to world tourism statistics. Results indicate differences in destination preference among Bollywood viewers and worldwide tourist trends. Findings indicate that prominently featuring a landscape within Bollywood films can significantly impact Indians’ perception on the destinations’ image. European countries frequently …


Hospitality Graduate Students’ Program Choice Decisions: Implications For Faculty And Administrators, Hubert B. Van Hoof, Luorong Wu, Lu Zhang Mar 2014

Hospitality Graduate Students’ Program Choice Decisions: Implications For Faculty And Administrators, Hubert B. Van Hoof, Luorong Wu, Lu Zhang

Hospitality Review

Despite rapid growth in the quality and volume of hospitality graduate research and education in recent years, little information is available in the extant body of literature about the program choices of hospitality management graduate students, information that is crucial for program administrators and faculty in their attempts to attract the most promising students to their programs. This paper reports on a study among graduate students in U.S, hospitality management programs designed to understand why they chose to pursue their degrees at their programs of choice. Given the large numbers of international students presently enrolled, the study additionally looked into …


Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review Nov 2013

Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review

Hospitality Review

No abstract provided.


Local Media Representations Of The Colombian Women’S Peace Movement La Ruta Pacífica De Las Mujeres, Elizabeth Anna Kersjes Jul 2013

Local Media Representations Of The Colombian Women’S Peace Movement La Ruta Pacífica De Las Mujeres, Elizabeth Anna Kersjes

FIU Electronic Theses and Dissertations

The purpose of this research is to analyze how the media in Colombia covers the events and campaigns of the pacifist women’s movement La Ruta Pacífica de las Mujeres. The movement was formed in 1996 to draw attention to violence against women and to call for a negotiated end to Colombia’s internal armed conflict through peaceful demonstrations. The study uses a series of semi-structured interviews with members of the movement and a content analysis of major print media stories about the movement to analyze press coverage and forms of representation. The analysis finds that large, powerful media outlets based …


Quantifying The Impacts Of The Recent Economic Crisis On Regional Tourism Industry And Economy, Yun Ying Zhong, Tadayuki Hara Ph.D. May 2013

Quantifying The Impacts Of The Recent Economic Crisis On Regional Tourism Industry And Economy, Yun Ying Zhong, Tadayuki Hara Ph.D.

Hospitality Review

The purpose of this study is to explore the accuracy issue of the Input-Output model in quantifying the impacts of the 2007 economic crisis on a local tourism industry and economy. Though the model has been used in the tourism impact analysis, its estimation accuracy is rarely verified empirically. The Metro Orlando area in Florida is investigated as an empirical study, and the negative change in visitor expenditure between 2007 and 2008 is taken as the direct shock. The total impacts are assessed in terms of output and employment, and are compared with the actual data. This study finds that …


Tourist See Tourist Do: The Influence Of Hollywood Movies And Television On Tourism Motivation And Activity Behavior, Daniel L. Spears, Bharath M. Josiam, Tammy Kinley, Sanjukta Pookulangara Feb 2013

Tourist See Tourist Do: The Influence Of Hollywood Movies And Television On Tourism Motivation And Activity Behavior, Daniel L. Spears, Bharath M. Josiam, Tammy Kinley, Sanjukta Pookulangara

Hospitality Review

The purpose of this study was to investigate the influence of Hollywood movies and television (movies/TV) on US viewer’s motivation to travel to and participate in activities featured in Hollywood movies/TV productions. A survey was administered in an online format to a convenience sample of 433 respondents via Qualtrics. Factor analysis, correlation, and regression was employed to explore relationships between the variables. Findings identified a profile of Hollywood movies/TV viewers, sources of information used to determine destination choice, and level of involvement among viewers of Hollywood movies/TV productions. Additionally, this study explored the relationships between Hollywood movies/TV productions, tourist motivations, …


A Case Study Of Health Tourism In The Jeju Province, South Korea, Young Hoon Kim, Changsan Boo, Ilhan Demirer, Mincheol Kim Jan 2011

A Case Study Of Health Tourism In The Jeju Province, South Korea, Young Hoon Kim, Changsan Boo, Ilhan Demirer, Mincheol Kim

Hospitality Review

The United States Census Bureau (2006) reported that in 2005 more than 46 million Americans lacked health insurance, and that by 2019 national spending for health care would exceed $4.5 trillion (Centers for Medicare & Medicaid Services, 2010). Because those numbers are expected to increase, health tourists are seeking better opportunities for low-cost, high-quality treatment in other countries, plus the added benefit of experiencing foreign cultures. Health tourism is a rapidly growing market in both advanced and developing countries. The purpose of this study was to develop an applicable model of health tourism, the Jeju-Style Health Tourism Model, for Jeju …


A Study Of Satisfaction Level Of Hong Kong Tourists With Hot Springs Hotels And Resorts In Guangdong, China, Rob Law, Ruby Yip Jan 2010

A Study Of Satisfaction Level Of Hong Kong Tourists With Hot Springs Hotels And Resorts In Guangdong, China, Rob Law, Ruby Yip

Hospitality Review

The research reported here aimed at examining Hong Kong tourists’ level of satisfaction with hot springs hotels and resorts in Guangdong, China. Primary data were collected and service quality and tourist satisfaction levels were measured using the SERVQUAL model. The empirical findings indicate that most tourists are satisfied with the service quality of these hotels and resorts. Among the different dimensions of service quality, empathy receives the highest score. Overall satisfaction receives a score only slightly better than average. The results also reveal significant relationships among customer satisfaction level, loyalty, and recommendation.