Importance of Customer Satisfaction

Importance of Customer Satisfaction Customer Service Introduction According to Hansemark and Albinsson(2004), satisfaction is an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire. Customer loyalty, on the other hand, according to Anderson and Jacobsen (2000) is actually the result of an organisation creating a benefit for a customer so that they will maintain or increase their purchases from the organisation. True customer loyalty is created when the customer becomes an advocate for the organisation, without incentive. To be successful, organizations must cater to the needs, wants and demands of their customers. That is the reason why many companies have continuously focused on the importance of customer satisfaction and loyalty. Moreover, it has a positive effect on an organisations profitability. There is also a close and positive connection between customer satisfaction and loyalty. Therefore, customer satisfaction and loyalty are all very important for an organization to be successful. Many researchers have looked into the importance of customer satisfaction. Kotler(2000) defined satisfaction as: a persons feelings (pleasure or disappointment) resulting from comparing a product performance in relation to his or her expectations. Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of acceptance, happiness, relief, excitement, and delight. There are many factors that affect customer satisfaction. According to Hokanson (2001), these factors include: friendly employees, courteous employees, knowledgeable employees, helpful employees, accuracy of billing, billing timeliness, competitive pricing, service quality, good value, billing clarity and quick service. In order to achieve customer satisfaction, organisations must be able to fulfil their customers needs and wants (La Barbera and Mazursky, 2000). Customers needs state the felt deprivation of a customer (Kotler, 2000).Whereas customers wants, according to Kotler (2000) refer to the form taken by human needs as they are shaped by culture and Individual personality. However, Bowen and Chen (2001) said that having satisfied customers is not enough, there has to be extremely satisfied customers. This is because customer satisfaction leads to customer loyalty. Bansal and Gupta (2001):Building customer loyalty is not a choice any longer with businesses: its the only way of building sustainable competitive advantage. Building loyalty with key customers has become a core marketing objective shared by key players in all industries catering to business customers. The strategic imperatives for Building a loyal customer base is as: Focus on key customers Proactively generate high level of Customer satisfaction with every Interaction Anticipate customer needs and respond to them before the competition does Build closer ties with customers Create a value perception Sivadas and Baker-Prewitt (2000) said there is an increasing recognition that the ultimate objective of customer satisfaction measurement should be customer loyalty. Fornell (2002) said high customer satisfaction will result in increased loyalty for the firm and that customers will be less prone to overtures from competition. This view was also shared by Anton (2002) who said that satisfaction is positively associated with repurchase intentions, likelihood of recommending a product or service, loyalty and profitability. Loyal customers would purchase from the firm over an extended period of time. (Evans and Berman, 2003). Guiltinan, Paul and Madden (2001) said that satisfied customers are more likely to be repeat (and even become loyal) customers. Sivadas and Baker-Prewitt (2000) Satisfaction also influences the likelihood of recommending a departmental store as well as repurchase but has no direct impact on loyalty. Thus satisfaction in itself will not translate into loyalty. However, satisfaction will foster loyalty to the extent that it is a prerequisite for maintaining a favourable relative attitude and for recommending and repurchasing from the Store. Once customers recommend a department store it shows loyalty towards that store. Thus the key to generating loyalty is to get customers to recommend a store to others. Also, customers are likely to recommend a department store when they are satisfied with that store and when they have a favourable relative attitude towards that store. Evans and Berman (2003): Companies with satisfied customers have a good opportunity to convert them into loyal customers who purchases from those firms over an extended period. Conclusion Based on the views and research, it can be concluded that customer satisfaction is very important. Thus, though customer satisfaction does not guarantee repurchase on the part of the customers but still it plays a very important part in ensuring customer loyalty. This point has been echoed by Gerpott et al. (2001) when they said customer satisfaction is a direct determining factor in customer loyalty, which, in turn, is a central determinant of customer retention. Therefore, according to me, organisations should always strive to ensure that their customers are very satisfied. References Anderson, H. Jacobsen P. N., 2000, Creating Loyalty: Its Strategic Importance in Your Customer Strategy. Bansal, S. Gupta, G., 2001, Building Customer Loyalty Business-to-Business Commerce. Bowen, J. T. Chen, S. L., May 2001, the Relationship between Customer Loyalty and Customer Satisfaction, International Journal of Contemporary Hospitality. Evans, J. R. Lindsay, W. M., 2003, the Management and Control of Quality. 3rd Ed. Guiltinan, J. P., Paul, G. W. Madden, T. J.,2001, Marketing Management: Strategies and Programs Hansemark, O. C. Albinson, M., 2004, Customer Satisfaction and Retention: The Experiences of Individual Employees, Managing Service Quality. Hoyer, W. D. MacInnis, D. J., 2001, Consumer Behaviour. 2nd Ed. Hokanson, S., January 2, 2001, The Deeper You Analyse, The More You Satisfy Customers Kotler, P., 2000, Marketing Management. 10th Ed. LaBarbera, P. A. Mazursky, D., 2000, A Longitudinal Assessment of Consumer Satisfaction. Sivadass, E. Baker-Prewitt, J. L., 2000, An Examination of the Relationship Between Service Quality, Customer Satisfaction, and Store Loyalty.

Physics of Computer Graphics Essay -- physics computers graphic CG

In the field of computer graphics there are usually four general applications that one thinks of: 1. Display of Information 2. Design 3. Simulation and Animation 4. User interfaces (Angel, 2) With regards to applied physic's applications, the area of computer graphics most focused on is simulation and animation. This is found in several different fields such as "aerospace, manufacturing, wireless communication, resource recovery, film-making, computer games, and virtual reality. Moreover, physics-based modeling is now generally accepted as a third principal mode of scientific investigation, along with theory and experiment." (Mason) The goal is to usually create 3-dimensional objects and have them move and interact on the screen using data based off of physic's equations(i.e kinematic equations, energy and momentum, etc.) However often times programmer's and animators don't necessarily want to deal with having to code in every equation every time they want to have an object interact with something new. This brought forth the development of physic's engines. As processors have become more powerful, animators began to try and represent there animations using more realistic methods. In today's latest animated blockbuster's like Shrek 2, to some of today's hottest video games like Halo 2. In order to achieve these realistic effects computer animators often use high-powered physics engines to simulate real-life physics inside a computer-simulated world. An example of such a computer graphics engine is Impact, which "includes six physics engines: Force Field, Law of Gravity, Gravity (used to target a particular object), Springy Thingy, Thruster, and Torque Motion."(Mortier) These engines enable animators to ... ...it would take to render would freeze even some of the fastest machines out there. So what happens is we fudge the data and have each object appear brighter or darker based off of a simpler equation that gives the appearance that lighting does exist. Bibliography Angel, Edward. Interactive Computer Graphics. 3rd Ed. Pearson Education. 2003. Jewett, Serway. Physics for Scientists and Engineers. 6th Ed. Thomson Learning. 2004. Kerlow, Isaac. "Applying the Twelve Priciples to Computer Animation." 22 February 2004. 23 November 2004. http://www.artof3d.com/feature.htm#Head2 Mason, John. "Physics-Based Modeling of Gaseous Phenomena for Computer Graphics." 13 August 2004. 23 November 2004. http://www.cs.dal.ca/news/t20040813-1236.shtml Mortier, R. Shamms. "Emulate Physics with Impact." Computer Graphics World. August 1995. Vol. 18. Issue 8. Pg. 90.

Community Service Essay

Community service is very important because it helps build character, which is something that the Dalton School and the Detroit News would agree with me on. Having community service as a requirement to graduate is a good idea as long as the student can choose what type of community service they want to do; because it forces students to go out in their community and help others. Community Service doesn’t have to have a negative effect on people, it can and usually has a good effect. Willie Grothman and Tim Phang are two high school students who started a community service club that helped a lot of people in their community. Community service can be extremely valuable in the development of both character, academics and it gives students a chance to give back to their community. Community service builds character because after accomplishing something, it gives people a feel of satisfaction and accomplishment that makes students feel good about themselves. The Dalton School believes when an individual goes out in the world and interacts with other people in the spirit of bettering, that individual makes a contribution and will feel a sense of accomplishment. But on the other hand, some people argue that it is wrong to force students into doing community service. Arthur Stukas, Mark Snyder, and E. Gil Clary said students were less affected even if they had a choice of community service. These scientists also say that researchers have found that students who initially did not want to volunteer found that they actually enjoyed helping others if requirements were applied gently and with their input and involvement in the process. In my opinion that is what we want to happen when students are involved in community service. From graph two that Mark Hugo presents is that community service has a high rating from the students who are educationally successful which shows that community service can have a positive affect on people. In the Detroit News, they talked about a thirteen year-old boy named John Prueter and the type of community service he did and the positive affect it had on him. He volunteered at the Alterra Sterling House, an assisted living home in Hampton Township. From this experience from John, he now wants to study nursing and he said he became interested in the field because of his volunteer work. This shows the positive result of community service because it can also lead you into the career path you would have never known you liked until you volunteered. Putting time into your community is a way of â€Å"giving back†. The Dalton School says the moral center of a community, that place where we can find the values of empathy, compassion, and caring, is the basis for civic responsibility and the success of that community. In the Washington Post by Tara Bahrampour, she writes about two high school students, Willie Grothman and Tim Phang of Washington- Lee High School experienced the succ ess of community service. They formed a community service club called the Willie Grothman Club and they held things like walking for AIDS, for the homeless and for breast cancer in an event in which they took turns walking relays all night around a track in the rain. For these events they collect pledges of money from friends and family members for each mile they walked or each bowling pin they knocked down. These guys were some of the most inspiring people because they were not just helping their community, but the people in their community who were homeless, had AIDS, etc. Not only did this club change the members’ lives, but also it changed the lives of others around them, and the people they were helping. Community service does not have to be a negative because it can always turn into a positive. In the Dalton School, the Washington Post, the Detroit News, and Arthur Stukas, Mark Snyder, E. Gil Clary, and Mark Hugo, they all helped me determine that community service should be a requirement to graduate because it can change peoples lives for the better. Thank you for reading my essay but I have another question, which introduction sounds better, the one above or this one: Community service is very important because it helps build character. Having community service as a requirement to graduate is a good idea because it forces students to go out in their community and help others. Community Service doesn’t have to have a negative effect on students, it can have a good effect or no effect at all. Willie Grothman and Tim Phang – two high school students who started a community service club that helped a lot of people in their community-, The Dalton School, and The Detroit News- who did a story on John Prueter- would agree that community service is important. Community service can be extremely valuable in the development of both character, academics and it gives students a chance to give back to their community.

Lord Of The Flies Essays - English-language Films, Allegory

Lord Of The Flies Essays - English-language Films, Allegory Lord Of The Flies The Lord of the Flies is a picture of our society today. Discuss the statement and show the way the statement applies The Lord of the Flies is about a mini-society of boys formed by chance. Their isolation from adults forced reality upon them and so they had to think for themselves and work together. As a commentary of todays society it does well to explain some of todays issues like violence, laws, pride, greed, fear, religious power and the conflict between living in a civilized society or savagery. It is all about the choice the boys made when life became real. In the beginning their lives were controlled and protected by their parents, teachers and police officers. Jack cannot kill the pig even though he can eat meat because of the enormity of the knife descending and cutting into living flesh. (p 41). Roger cannot hit the boys with the stones even though he could if he wanted to because he has been conditioned by the society he used to live in. This is the type of society the children live in. Everything is a game until the beast. The beast signals the end of the games and start of reality. Lives are at stake in perspective of the boys and survival must occur in any form. Our society is much like this as todays society is also about survival and what choices we make to survive. The mini-society started off peaceful. The purpose was to set a signal fire and live off fruit until help came. The conflict came when the fire and hunting could not be committed to at the same time. As the fire was a 24 hour task and hunting needed the whole party, the party started to take sides. Ralphs fire would be the sensible thing to do to get rescued however hunting would lift the standard of living for all the boys and would also be a luxury, recreational event. The fire was hard work and immediate results were none even though long-term results would be better. The hunting side wins eventually. In Australia today we are spending beyond our ability to afford this spending. This means we have a great influx of goods and services but as a community we are cheating ourselves as this leads to a current account deficit and the cost of living in this deficit must be paid plus the deficit. In this books case, the deficit was their morals and the interest was paid in life. The conch was the symbol of power and it represented the order in the beginning of the book. It brought them together and provided laws for the society. The main law being whoever holds it has the right to speak without interjection or disrespect while he was speaking. It is much like a policemans badge or even the mace in our parliament. However, the beast held a greater power over the conch which was fear. It is used by Jack to gain power over the rest of the group. His promises and rallies to kill the beast eased the fear of the boys and hence he won over the group. The killing of Simon as the beast but saying the beast was still alive, showed Jack had used the beast to keep his power as leader of the tribe. In a way, it became a religion as Jacks ritual of killing pigs for their heads to keep the beast happy. This was his method of promoting hunting. Other examples of this in real society are the Vikings whose promise of Valhalla made them among the best warriors of all time in the world. In todays society, religions can give power and money to many people. Fear of gods or protection from all fears in society can make person donate to a religious unit material goods or loyalty. Even traditional religions like Catholicism can allow the leaders to lead a life of luxury. Violence in the book increases as it does in society today. At first, the intention of killing the first pig was there and then when a pig was finally killed, killing became easier. The restraint that deemed killing unacceptable in society was broken. Next

How to Master SAT Reading Questions A 5-Step Process

How to Master SAT Reading Questions A 5-Step Process SAT / ACT Prep Online Guides and Tips SAT Reading questions are notoriously tricky. They'll ask you to analyze passages in unfamiliar ways that seem confusing if you're not used to the format. It's helpful to have a basic game-plan for approaching tough Reading questions to make the section less overwhelming. This article lays out a step-by-step process for interpreting Reading questions and lists a few tricks you should look out for to avoid making careless mistakes. What’s in This Guide, and Who Should Read It? This guide will provide you with afive-step process for breaking down and answering tricky questionson the Reading section of the SAT.This is a list of all the steps you might consider taking to figure out Reading questions that stump you.I don’t advocate going through this entire process for every question (nor would it even be possible for many of them). Although it's presented as a step-by-step process, it doubles as a list of tips that you can use in isolation depending on the question.The new SAT Reading section has pretty straightforward question wording overall, but it’s still nice to have a strategy in mind before you dive into the test.At the end of this article, I’ll also tell you about some tricky question types you might encounter on the SAT Reading section and how you can outsmart them. If you’ve had some trouble on the SAT Reading section in the past (or know that reading just isn’t your strongest subject), the information in this article will probably benefit you. Alright, let's get nerdy. Step-By-Step: How to Correctly Interpret SAT Reading Questions In this section, I’ll walk you through a step-by-step process for interpreting reading questions.Here’s the sample question (taken from one of the College Board's new SAT practice tests) that I'll use for demonstration: I chose this question because it challenges you to consider statements made across two different passages.It also requires you to view the passage from the author’s perspective and develop some insight into his or her thought process. Some Reading questions will ask you to peer into the mind of the author. Gross. Step 1: Read the Question Quickly and Note Line Numbers First, do a quick read of the question to get a basic idea of what you’re facing.If there are line numbers in the question, circle them, and underline or bracket the corresponding lines in the passage: Step 2: Underline Key Terms After you read the question and mark the line numbers, start to pick it apart a little more so that you can zero in onits core meaning.Underline phrases that specify the type of answer you’re trying to find. Examples include: Main Idea and detail question phrases like... Best summarizes Best describes Central idea Evidence and author viewpoint question phrases like... Mainly serves to In order to Best evidence The author claims Would most likely agree Inference question phrases like... Can be inferred Most clearly implies You should also review all other parts of the question and underline any words or phrases that provide context (like paragraph and line numbers).In the sample question, I underlined the phrase â€Å"in order to† because it shows us the type of answer we want. The underlined phrasesays that this question is asking specifically about the author’s goals in including the quote in the passage: Some questions are too short or straightforward for this to be a useful tactic (there’s no point in underlining the whole question, after all).If the question is longer and asks you to consider a few different aspects of the reading, however, it's a helpful way to get your thoughts organized. Questions can seem like complex concept mazes, but if you underline key parts, you're less likely to miss the main point. Step 2.5: Rewrite the Question in Your Own Words This step may be unnecessary, but if you find that the original wording of the question is confusing to you, it's sometimes helpful to rewrite it in a way that makes more sense.For the sample question we’re using, the original wording is: In lines 61-65, the author of Passage 2 refers to a statement made in Passage 1 in order to A rewrite might look something like this: Why does the author of Passage 2 include the quote from Passage 1 in lines 61-65? Or even just: What is the purpose of the quote in lines 61-65? Often, coming up with a simpler way to phrase the question can provide you with all the clarity you need to answer it accurately. This also works for questions that include less familiar vocabulary words or concepts that aren’t directly explained. If you rephrase it, you won't have to unravel this information all over again every time you reread the question. Step 3: Predict the Answer Based on Evidence in the Passage Now that you have a clearer idea of exactly what the question is asking, you can take a look back at the section of the passage that it references.You know you’re looking for WHY the quote is included, so you should review its surrounding context: The essential question we’re considering is why the author of Passage 2 includes this quote from the author of Passage 1.In the context of the paragraph, it appears that the quote serves to point out a logical inconsistency in the argument advanced by the author of Passage 1. The author of Passage 1 stated that â€Å"according to abstract principles, it was impossible to explain† the exclusion of women from politics.So, when it comes down to it, even the (misogynistic) author of Passage 1 can’t logically justify any disparity between the rights of men and women. This is emphasized in the lines following the quote where the author of Passage 2 says â€Å"If so, on what does your constitution rest?†She points out that the author of Passage 1 has no logical grounds to claim that the rights of women should be given less consideration than those of men (â€Å"those of woman, by a parity of reasoning, will not shrink from the same test†). The author of Passage 2's response to the author of Passage 1. Step 4: Use Process of Elimination to Find Your Answer You’ve read the question, you’ve figured out what it means, and you’ve even anticipated the answer!Now use process of elimination to decide which option fits best with your predictions: Choice A can’t be right because the author isn’t using the quote to call the QUALIFICATIONS of the author of Passage 1 into question.She’s questioning his argument, but not necessarily his authority on the subject (although that definitely deserves to be questioned). We can also discount Choice B because it's actually the opposite of what the author intends (the first sentence of Passage 1 is the quote cited in Passage 2).She expressly points out this statement as support for her argument. Choice C is a likely answer based on our predictions in the previous step, so we’ll leave that one alone. Choice D is another answer that is the polar opposite of what we want.Passage 1 argues that women should be excluded from politics, and Passage 2 argues that this point of view is illogical and immoral.Passage 2 is not attempting to validate any of the ultimate conclusions drawn by the author of Passage 1. Step 5: Make Your Final Selection It looks like Choice C is the clear winner. Before you commit and bubble in your answer, double check everything to make sure you didn't miss any key aspects of the question. This is a crucial step if you hope to eliminate careless mistakes! 3 Tricks to Watch Out For on SAT Reading As a follow-up to the basic steps for interpreting reading questions, I'll list a few tactics the test might use to try and throw you off. Be on the lookout for these traps so you don't fall for them! Apparent Subjectivity You’ll see many of these types of phrases on the SAT Reading section: â€Å"It can be inferred† â€Å"Most nearly means† â€Å"Would most likelyagree† This terminology implies that there will be a couple of answer choices that make sense, but one will make a little more sense than the others. NOPE.Reading questions are NOT subjective, and viewing them that way will only make the test harder.There is only one accurate answer for each question, and that answer is always supported by evidence in the passage. All the other choices are flat-out wrong. Don’t make things more difficult for yourself by assuming the SAT is more complex and nuanced than it is! True Statement vs. Correct Answer This point is related to the previous section’s discussion of the â€Å"only one correct answer† rule. As I said, there is only one accurate answer for each question, and you should be able to find evidence for that answer in the text. However,there’s a big difference between a statement that’s technically accurate according to the passage and a statement that’s the correct answer to the specific question being asked. Sometimes, the SAT will include answer choices that are correct factually but don’t respond directly to the issue at hand.Take this question, for example: Choice A is the correct answer, but the paragraph appears to align with Choice D as well.The passage as a whole is pro-public transportation, but this paragraph is talking about why people are sometimes justified in choosing to drive instead.However, it’s just describing a potential counterargument, not actively advocating that public transportation should be abandoned. Questions like this are why you need to read both the question and the relevant parts of the passage carefully before deciding on an answer. Just because an answer choice appears to be true at first glance doesn’t mean that it’s the appropriate response to the question. My car counts as a form of public transportation because I pick up ALLL the ladies awww yeahhh (*buys darker sunglasses to hide secret tears of loneliness*) Deceptive Charts The Reading section now includes data interpretation questions, which means that you’re gonna have to read some Crazy Charts and Goofy Graphs (I really want this to be the title of an actual SAT subscore category). If you don’t take the time to look closely at these charts and graphs and make sure you fully understand them, you'll run into some trouble.For example, I was confused by a question based on this pie chart: To me, both A and D seemed like correct answers, but that was because I hadn’t looked at the chart closely enough to grasp exactly what it was showing me.ChoiceD is incorrect because the graph doesn’t tell us anything about the FREQUENCY of use of public transportation in these different groups of people.It only tells us the makeup of the public transportation population in terms of numbers.Unemployed people could use public transportation just as often or more often as employed people. We don’t know based on the information we've been given. This example demonstrates that it’s critical to read closely and avoid making assumptions.Pie charts may seem like an easy-to-read, friendly type of chart, but sometimes the delicious apple-cinnamon filling is laced with a few drops of Sneaky SAT Serumâ„ ¢. Even pie can betray you. TRUST NO ONE. Conclusion SAT Reading questions and answers are sometimes confusingly worded. Although the new testing format aims to make them more accessible to students, it's still smart to plan out your strategy beforehand so you don't panic if you come across a tricky one. Here's a recap of the steps you should take to interpret SAT Reading questions accurately: Step 1: Read the Question Quickly and Note Line Numbers Step 2: Underline Key Terms Step 2.5: Rewrite the Question in Your Own Words Step 3: Predict the Answer Based on Evidence in the Passage Step 4: Use Process of Elimination to Find Your Answer Step 5: Make Your Final Selection As you go through the steps, make sure you stay vigilant. The new SAT can still be tricky. Look out for: Questions that appear subjective (they're not!) Answers that are true but not correct responses to the question at hand Deceptive charts and graphs for data interpretation questions If you keep practicing these skills with real SAT Reading questions, by the time you take the test you'll be able to handle any curveballs the College Board throws your way. What's Next? The new SAT may be easier or harder for you depending on your academic strengths. Learn about ways the new SAT could be more challenging or less challenging for certain students. What's a good score on the new SAT? Find out what score you should be aiming for on the new scale out of 1600 based on your goals. The SAT isn't the best standardized testing option for everyone. Check out this article for advice on whether you should take the new SAT or the ACT. Want to improve your SAT score by 160 points? Check out our best-in-class online SAT prep program. We guarantee your money back if you don't improve your SAT score by 160 points or more. Our program is entirely online, and it customizes what you study to your strengths and weaknesses. If you liked this Reading lesson, you'll love our program.Along with more detailed lessons, you'll get thousands ofpractice problems organized by individual skills so you learn most effectively. We'll also give you a step-by-step program to follow so you'll never be confused about what to study next. Check out our 5-day free trial:

Critical thinking case Essay Example | Topics and Well Written Essays - 250 words

Critical thinking case - Essay Example The video begins with explanatory scenes describing the birth of the saint. Further it shows his critical stages in growth including his different stages of education. Interestingly, the video while critically analyzing the ideologies of Ramana Maharshi, it has been ensured that the message of religious harmony is included in varying levels in each and every frame. The video stresses on the philosophies of Ramana Maharshi, which expresses his consent on the need for unity among religions. The video asserts that it is never necessary to belong to any religion so as to know and understand the spiritual truth. In totality, the messages conveyed through the videos speak of the real point of unity among all religions and any other criteria that classifies mankind. This real point is the truth with in oneself. When one realizes that, he or she becomes automatically in harmony with the nature, humanity and thus with every religions as

St. Matthew's Passion by Bach Essay Example | Topics and Well Written Essays - 750 words

St. Matthew's Passion by Bach - Essay Example The music was text bound and therefore difficult to measure because of its spiritual and expressive intensity. Bach was counterpoint master as he used all baroque era musical language resource with ease. He could combine Germany intricate counterpoint, French rhythmic dances and graceful melodies of Italy in a single composition. Some of his work include Christmas oratorio which include St. Matthew Passion and ascension cantata (six cantatas) (Robin, 1999). Master of St. Matthew Passion It is an oratorio written by Bach for orchestra, choir and solo voices. Matthew’s gospel chapter 26 and 27 are set into music with arias and chorale that are interspersed throughout the musical text (Robin, 1999). Composition The setting of Bach’s passion present chapter is in 26 and 27 of Matthew’s biblical text in a simple manner by use of recitative. In addition, latest poetic texts are set by ariaso and aria movements which explain various biblical events in a narrative form ( Robin, 1999). Lyrism and monologue are used to present the state of mind of the characters that are involved. St. Matthew Passion has the following aspects: a) Double-choir which originate from double-choir motets. b) Chorales are used extensively and appear and are found in four parts as an arias extension. In polyphonic movements which are large, chorales appears as cantus firmus. This quite evident in the finale of the first movement Mensch, bewein dein’ Sunde gro?. Chorale cantus firmus is also used in opening chorus, as Kommt, ihr Tochter, helft mir klagen where soprano in ripieno create harmonic and polyphonic anxiety, singing O Lamm Gottes, unschuldig verse (Robin,1999) The oratorio is a twelve score concertato with eight soloists performing in two choirs(Robin,1999). Furthermore, extra parts have two bass and single soprano voices in the bit parts which include Peter, Pilate Wife, High Priests, and Judas with another section for soprano in ripieno. vocal ensembles has three voice parts (three basses, three tenors , three sopranos and three altos and residual which has two parts that provide soloists ( Concertists) for the composed cantatas together with other vocal works. Secco recitative is used in the gospel narration with continuo accompaniments (Robin, 1999). Words describing various characters are sung in recitative form. Apart from Jesus, other named parts, include two ancillae(maids),two witness, Judas, two high priest, peter and Pilates’ wife. Arias are often assigned to character soloist who sings with the choir(Robin,1999). In addition, a pair of soloists sings the two duets which concurrently represent two speakers. Turba (Crowd) are passages for many speakers and is sung by either one or two choirs. There is special treatment for the words of Jesus Vox Christi. This is by creation of accompagnato recitatives which are accompanied by continuo and orchestral string section by use of long notes that are sustained and stressing sp ecific words (Robin, 1999). Instruments St Matthew Passion has a setting of two orchestras and two choirs and it include two Gamba, two flutes, and two oboe and basso continuo. Instruments create a particular mood in arias for example Aus Liebe will mein Heiland sterben which is #49 soprano arias where there is no security as a result basso continuo and string absence (Robin, 1999). Compositional style Recitatives create a mood