Challenges Faced by Insurance Company Bupa from a Global Perspective - Research Paper Example

? BUPA of the of the The study would be reflecting the past and present situation of Puma. It would deal with the background of the company and how it is facing the challenges in order to sustain and achieve competitive advantage from global perspective. It would highlight the reason behind Bupa’s expansion to Saudi Arabia. It would reflect the present challenges faced by bupa in Saudi Arabia. A literature review on the company would be done followed by an online questionnaire survey of thirty questions present to 50 customers to understand the present scenario of the business operations in the organization. It would be followed by discussions which would help in concluding that whether the perception from the literature review and the results of the analysis are in line or not. The study would be concluding with an insight into the conclusion derived from the entire study. Table of Contents Abstract 2 Table of Contents 3 Introduction 3 Objectives of the study 4 Company Introduction and History 4 Bupa’s journey in Saudi Arabia 4 Problems faced by Bupa initially 5 How does Bupa manage success? 5 Challenges faced by Bupa in Saudi Arabia 6 How they manage their success in Saudi Arabia? 6 Literature Review 6 Financial Information 9 Framework of the Study 10 Analysis 10 Discussion 10 Recommendations 11 Conclusion 11 References 13 Appendices 14 Appendix 1: For the managers 14 Appendix 2: For the customers 30 Introduction Health or wellness always remains one of the most concerning issues because chronic diseases have increased in number in today’s world and is continuing to increase even further. Presently, there have been increased health problems related to obesity as well as heart disease. The other concerning diseases include diabetes, cardiovascular diseases, cancer etc. This increases the necessity of the efficient services of the healthcare organizations in order to provide remedies to these concerning issues. It also raises the demand on the insurance covering the individuals. Objectives of the study The objectives of this study are: To understand the past and present situation of Bupa. To analyze the challenges faced by Bupa from global perspective. To analyze the challenges faced by Bupa in Saudi Arabia. Company Introduction and History BUPA is an international corporation which provides healthcare services to more than 14 million customers in almost 190 countries. It is headquartered in London, United Kingdom. The company is privately owned and acts as an alternative to the United Kingdom National Health Services (i.e. NHS). The company was actually established in the year 1947 when seventeen different British provident associations united together for providing healthcare services to the general public. The actual services offered by the company included private medical insurance facilities which gradually expanded towards running BUPA hospitals. The healthcare organization initially had registration of 38000 which increased to 14 million customers all over the world. It has become one of the leading private health insurance servers in United Kingdom. Gradually the organization has implemented diversification in its services from the health insurance business to international healthcare organization providing healthcare services to a large number of customers. Bupa’s journey in Saudi Arabia Bupa Arabia is a cooperative insurance provider in Saudi Arabia. It is a publicly traded organization having a paid up capital of SR 400 million. It provides health insurance by remaining in compliance with the necessities in Saudi Arabia Monetary Agency and Cooperative Health Insurance Council. It was started as a joint venture with ‘Nazer Group’ in the year 1997. Presently it is the biggest health insurance provider in the entire region having greater than 1.2 million customers. Under all the insurance regulations, the organization has started evolving its business from joint venture to the public listed company that is providing cooperative health insurance. In the year 2008, Bupa Arabia provided 40 percent of the shares to general public in very successful IPO which was oversubscribed by greater than 900 percent. There was an increasing demand in Saudi Arabia on the health insurance covering residential. The Saudis who were working in the private sector had increased demand of health insurance covering. This attracted Bupa in investing in the region. The organization has the aim of achieving high growth rate for maximizing the profitability by means of development of operations and increase of capacity for delivering high quality service which in turn would help in attracting as well as retaining the customers. Problems faced by Bupa initially The dilemma faced by the company was because of its mission of ‘not for profit’ in today’s competitive market. But this actually does not match with the company’s statements. They reveal that growth and earning profit have become the primary objectives of the organization. The focus of the organization has shifted from society and community towards growth and earning profit. How does Bupa manage success? The company believes in providing services only in those markets where the customers prefer its presence and they can offer superior services. It is because of this attitude that the customers get attracted towards the company. It also separates the company from all its competitors in the domestic as well as international market. Global reach of the organization Bupa helps the customers in living longer, happier and healthier lives whether he/she is an expatriate or home country resident. The disciplines and tools help in managing and establishing strong relationship with the customers as it is very crucial to the company’s success. Dedicated employees More than hundreds of the colleagues of Bupa are taking care of the health and lives of approximately one million customers in each and every corner globally. The existence of multi lingual advisers as well as expert medical practitioners offering services 24 hours help in providing emergency rescue to the individuals when required. The director states that the organization is not just an insurance company (Bupa, 2013e). Challenges faced by Bupa in Saudi Arabia Saudi Arabia is the place where there is large number of affluent customers to provide services, satisfy and earn huge profit. This is one of the reasons behind Bupa choosing Saudi Arabia as one of its target market. Thus the company’s ‘not for profit’ mission was in line with their business objectives. This raised a conflict in their decision making as well. How they manage their success in Saudi Arabia? As an international healthcare group it serves its market successfully and is recognized by the excellent staff working (whether that’s gender, nationality or sexual orientation) for the organization at all levels which help in relating to the customers,. This belief is fundamental to how we run our business. It’s also an acknowledged component to our success. The company always had a conscious awareness of the benefits of a diverse team. The leaders in the organization prefer diversity in the teams. These teams are very diverse in terms of leadership style, experience and nationality – and it is clear that different points of view and thinking styles mattered. The diversity within the organization and the pattern of leadership style has helped in aligning the mission and the business objectives by influencing all the employees to serve the people with determination rather than running behind money. Literature Review As already stated above, the healthcare company is performing well in its operational market. The company’s official website reflects that the primary focus of the organization is on the health of the customers, not making profits for the shareholders. They focus on improving the quality of the available treatment and services with time. The company believes that the healthcare must be easily accessible to everyone. It is due to this reason that the organization provides a huge range of products as well as service product which does not require health insurance for accessing. A wide range of services is provided starting from home healthcare to advanced health assessments. It facilitates the customers in a number of ways. The prompt responses to the health issues of the common public increase their reliability towards the organization. Bupa Home Healthcare is in partnership with the customers of the organization for providing various solutions out of the hospital care in order to ensure that they receive high level of satisfaction (Bupa, n. d.; Bupa, 2013g). It aims in offering peace of mind by providing broad range of products and services that are well designed to satisfy the needs of the customers. Most of the renowned healthcare organizations come in various sizes and shapes, offering various budgets as well as satisfying various healthcare needs. Bupa offers broad range of advanced well being and health products. The organization performs its business operations in twelve markets and it serves a wide range of customers i.e. approximately 14 million customers all over the world including America, Europe, Australia and Asia. It is one of the largest health insurance providers in Saudi Arabia and United Kingdom. If any customer gets injured in rural part of Africa then they would like to know that where would they be diagnosed or treated under high standard of medical and clinical excellence. The medical team of Bupa is starting one programme that will measure the quality facilities. This in turn reinforces the value of the organization over its competitors. The ‘customer focused’ philosophy approach of the director ‘Alistair’ have been the hallmark during his the seven years of his service tenure in this designation. He stated that there were many steps to be drawn rather than just running two hundred homes. He targeted to run the leading international expatriate health insurer (i.e. insurance provider) (Bupa, 2013f). The organization has a large number of foundations which fund the education or research projects in order to deliver efficient patient concentric healthcare. As the company has no shareholders, it invests the profit portion entirely in the business in order to facilitate high quality healthcare. It has been even more than three decades that the company that ‘Bupa Hong Kong’ has expanded and become biggest medical insurer in the country because of the quality service offerings and high expertise in the health insurance. Bupa safeguards more than 310000 customers and 2500 companies. It has been suggested by the Government to provide health care to the civil servants for 17 years consecutively. In order to access quality healthcare, the organization guarantees cashless treatment to the patients by means of the medical card and lifetime renewal. The organization is committed towards being the healthcare partner of the individuals by helping them stay healthy and prevent illness and cure them when sick. The chronic disease helps the individuals in detecting various conditions like diabetes at an early stage so that effective treatment can be provided at an earlier stage. It provides various free healthcare information and other online assessments which would help in keeping people fit and healthy. The health insurance gives the customers very fast access to the health specialists for the diagnosis purpose. There are consultants who are experienced in specific fields and provide services in those specified areas (Bupa, 2013a).The finance department of the organization plays an important role. It partners with the business in order to focus as well as fulfill the objective of making people live healthier, longer and happier lives. The finance department strives towards providing the organization with best financial services, information, guidance or support so that every individual in Bupa can give their best in order to offer a special experience to the customers. This helps in increasing the reliability of the organizations. There are various roles played by this department in the broad range of the financial activities which include commercial support, transaction reporting, management reporting, other financial reporting, technical support etc. Majority of the roles of this department is played from the Central Office in the Leeds which in turn provides support to all the teams in different countries wherever Bupa is located and the colleagues require assistance. The financial performance of the organization has improved gradually. This in turn facilitates the improvement in overall service offerings to the customers. Effective management in the financial department helps in maintaining consistency in the financial performance of the organization (Bupa, 2013b). Alistair, the director, also provides equal importance to the employees of the organization. He has spent his first three months in the Bupa International building establishing relationship with the colleagues in Copenhagen and Brighton. He also attended the ‘Annual Distributor Conference’ held in Zambia for meeting the partners and distributors all over the world and share with them the success story of Bupa and its increased financial performance in the year 2009. He also shared the vision statement of the organization with them. The growth of the organization is the main reason being its economic prosperity. The company insures the expats, telecommunication engineers and various other professionals who are involved in the infrastructure related projects. In spite of the present economic distressed condition, the organization is investigating and investing in various new markets in order to expand the business and achieve success in a broader perspective. It entered into the insurance partnership within Russia which sets an example that the business identifies potentiality of groeth in the emerging economies as well (Bupa, 2013c). The finance department of the oragnization has two main objectives: 1. Developing some themes that have been planned by the department in the guiding principles. 2. Setting out the comments based on four main themes in which the Department focuses mainly. The organization welcomes the finance department to assist with a consultation procedure. There are various reasons which made the procedure very important. An easier and reduced fragmented regulatory framework would play an important role in the prevention of the occurrence of any failure in the consumer protection. It is also evident that continuous innovation within the financial service department along with the external developments like introduction o Basel II and various new auditing, accounting, and other governance necessities signifies the simplification of the diversified and fragmented legislation. The financial department aims in maximum allocation of the resources for promoting competition and achieving competitive advantage. It helps in maintaining transparency in the overall functioning of the organization. The financial department encompasses best practices within the service sector or the industry (Bupa Ireland, 2004). Financial Information The financial performance of the organization depicts the following information;’ The revenue of the company has increased by 4 percent to almost ? 8.4 billion (Bupa, 2012). The underlying profit before tax has increased by 8 percent to almost ? 604 million. The customer number has increased by almost 9 percent. The cash flow from operational activities is almost ? 742.9 million. The organization shows a remarkable performance from this perspective. The leverage of the company decreased to 19 percent (as compared to 2011). The organization has made good performance in terms of operating activities by means of advanced cost control techniques. This has also increased the net earnings of the company. The organization has strong foothold in the new segments or geographies. Thus, it is evident that the organization has started making progress towards the achievement of vision. In the year 2012, the company invested in existing as well as new business with the increment of the capital investment by 16 percent (i.e. to ? 246.5 million). In the year 2012, the organization has renegotiated the five years ? 800 million bank facility in successful manner. The ownership structure of the organization has helped in supporting the ambitious growth targets successfully. Moreover, the strong cash flows from the operational activities and the effective management of the quality balance sheet have high contributions towards the maintenance of good credit rating and low leverage of the company. This would be supporting the future ambitions. Low leverage also indicates that the organization relies on internal sources of financing to a great extent. Financial department of the organization plays an important role in the achievement of success (Bupa, 2013d). Framework of the Study This portion of the project would be discussing the methodology that has been implemented for carrying out the research work. This methodology has been implemented on the basis of the valid information that has been gathered. The framework used for collecting various evidences followed by exploring the research questions designed previously is known as research design (Bryman and Bell, 2007). There are mainly two types of research approaches i.e. interpretivism and positivism. In this particular research study, positivist approach has been utilized for carrying out the research work. The reason behind opting for positivism over the interpretivism is the nature of this research problem. The main objective of the research study is to understand the present scenario of Bupa. The research methodology that has been chosen for carrying out the research work is quantitative research methodology (Kumar, 2005). The analysis would be conducted by conducting close ended survey of the managers as well as customers of Bupa. Random sampling method has been selected for collecting the data where the same size is 50. Analysis The analysis has been presented in appendix 1 and 2 where appendix 1 represents the close ended survey to the managers in the organization. It represents a set of 15 questions. Appendix 2 represents the close ended survey for collecting the data of the responses of the customers of Bupa. It is also represented by a set of 15 questions. The responses have been collected using Likert’s five point scale which has been represented by means of frequency generation. The survey has helped in collecting details about the organization from the perspectives of both internal; as well as external stakeholders of the organization. Discussion The analysis suggests that the not for profit mission of the company has helped in increasing the demand o its service product in the market. The healthcare organizations do not seek for the profits of the shareholders but it keeps the healthcare of the customers as the first interest. This increases the reliability of the customers. The worldwide service of the healthcare organization and the recent campaigning program has targeted in reducing the health problems of the individuals all over the world. The financial department of Bupa has helped in the simplification of the regulatory framework of the organization. It reflects the financial information of the organization in such manner which further enhances the fulfillment of its objectives. The present company policies have strengthened its position in the market. The financial performance of the health care organization has increased to a great extent in the previous two years which state that its demand among the customers is increasing with time. It also depicts that the insurance policies increase the reliability of the general public towards the organization. Recommendations The recommendations that have been suggested in the research study are: Bupa should plan for further expansion of its business operations in order to secure the life of the individuals in broader geographies. It should advance the regulatory framework of the company with time in order to match with the competitive environment and achieve competitive advantage. The financial department should assess the financial performance of the organization in regular intervals in order to avoid any trouble. Conclusion As already stated above, BUPA is one of the international corporations which offer healthcare services to approximately 14 million customers in more than 190 countries all over the world. Bupa Arabia is the cooperative insurance provider in Saudi Arabia. It is a publicly traded organization having a paid up capital of SR 400 million. The expansion of the organization in Saudi Arabia has been carried out successfully because of the increasing demand on the health insurance covering residential. The Saudis who were working in the private sector had increased demand of health insurance covering. The analysis has helped in concluding that the organization holds a strong reputation globally by providing quality services all over the world. The financial department has helped in simplifying the regulatory policies which in turn supports and enhances further improvement in its performance. The customers all across the world rely on the services of this health care organization to a great extent. The company is recommended to expand globally in order to assist more people and provide them remedy from various health diseases. It has been recommended to the financial department to assess the financial performance of the organization in regular intervals for avoiding any disturbance. The organization is expected to succeed and hold a remarkable position in the market in global perspective in the future. References Bryman, A., & Bell, E. (2007). Business research methods. Oxford: Oxford University Press. Bupa Ireland. (2004). Submission by Bupa Ireland to the consultative process by the department of finance on the consolidation and simplification of financial services regulatory legislation. Retrieved from http://www.finance.gov.ie/documents/publications/other/bupa.pdf Bupa. (2012). Preliminary results announcement for the year ended 31 December 2012. Retrieved from http://www.bupa.com/media/588781/results_announcement_and_financial_statements_for_full_year_2012.pdf Bupa. (2013a). Company profile. Retrieved from http://www.bupa.com.hk/eng/individuals/about-bupa/company-profile.aspx Bupa. (2013b). Finance. Retrieved from http://www.bupa.co.uk/individuals/care-homes/care-homes-careers/head-office?tab=Finance Bupa. (2013c). Financial statements and presentations. Retrieved from http://www.bupa.com/business-and-investors/financial-information/financial-statements-and-presentations/ Bupa. (2013d). CFO Statement. Retrieved from http://annualreport.bupa.com/financial-review/ Bupa. (2013e). A whole new world. Retrieved from http://www.bupa-intl.com/partner/for-providers/provider-news-april-2010/md-interview Bupa. (2013f). Keeping people well and supporting a healthy planet. Retrieved from http://www.bupa.com/ourvision/keeping-people-well-and-supporting-a-healthy-planet/ Bupa. (2013g). Bupa launches global walking challenge with World Heart Federation. Retrieved from http://www.bupa.com/media-centre/press-releases/corporate/26-sep-2013-bupa-launches-global-walking-challenge-with-world-heart-federation/ Bupa. (n. d.). Our focus is health, not shareholders. Retrieved from http://www.bupa.co.uk/# Kumar, R. (2005). Research methodology: A step-by-step guide for beginners. California: SAGE. Appendices Appendix 1: For the managers Code No. Statement Strongly Disagree Disagree Neutral Agree Strongly Agree 1. Do you think that the no profit mission of Bupa increases the attractiveness of the consumers? 2. Do you agree to the fact that the customers rely highly on Bupa because their interests are kept in the first place? 3. Do you believe that the ‘not for profit’ motive of the organization would serve the customers with greater determination? 4. Do you feel that inclusion of interests of the shareholders would increase the profit of the organization thereby increasing the service quality? 5. Do you agree with the fact that the organization tries to provide service all over the world by means of various campaigning programs? 6. Do you think that the financial department has high influence on the improved performance of the organization? 7. Do you agree with the fact that the policies set by the finance department has helped in the simplification of the regulatory frameworks? 8. Do you believe that the facilities offered by the finance department increase the convenience for the customers to a great extent? 9. Are the present company policies satisfactory? 10. Are the present insurance policies satisfactory in covering the life insurance of the customers? 11. Do you agree with the fact that the brand has an influence on the decision of the customers? 12. Do you think that, the finance department has helped in fulfilling the objectives of the organization? 13. Do you think that the financial performance of this healthcare organization has an impact on the customer’s decision? 14. Do you agree with the fact that, providing services 24*7 has increased the reliability of the customers towards the organization? 15. Do you think that the regulatory policies strengthen the efficacy of the organization’s performance? Frequency Table Question 1 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 3.00 6 12.0 12.0 16.0 4.00 21 42.0 42.0 58.0 5.00 21 42.0 42.0 100.0 Total 50 100.0 100.0 Question 2 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 1 2.0 2.0 4.0 3.00 10 20.0 20.0 24.0 4.00 19 38.0 38.0 62.0 5.00 19 38.0 38.0 100.0 Total 50 100.0 100.0 Question 3 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 1 2.0 2.0 4.0 3.00 8 16.0 16.0 20.0 4.00 22 44.0 44.0 64.0 5.00 18 36.0 36.0 100.0 Total 50 100.0 100.0 Question 4 Frequency Percent Valid Percent Cumulative Percent Valid .00 1 2.0 2.0 2.0 2.00 3 6.0 6.0 8.0 3.00 27 54.0 54.0 62.0 4.00 10 20.0 20.0 82.0 5.00 9 18.0 18.0 100.0 Total 50 100.0 100.0 Question 5 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 2.00 7 14.0 14.0 18.0 3.00 13 26.0 26.0 44.0 4.00 19 38.0 38.0 82.0 5.00 9 18.0 18.0 100.0 Total 50 100.0 100.0 Question 6 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 2 4.0 4.0 6.0 3.00 7 14.0 14.0 20.0 4.00 23 46.0 46.0 66.0 5.00 17 34.0 34.0 100.0 Total 50 100.0 100.0 Question 7 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 1 2.0 2.0 4.0 3.00 20 40.0 40.0 44.0 4.00 19 38.0 38.0 82.0 5.00 9 18.0 18.0 100.0 Total 50 100.0 100.0 Question 8 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 3 6.0 6.0 6.0 3.00 36 72.0 72.0 78.0 4.00 8 16.0 16.0 94.0 5.00 3 6.0 6.0 100.0 Total 50 100.0 100.0 Question 9 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 3 6.0 6.0 6.0 3.00 20 40.0 40.0 46.0 4.00 22 44.0 44.0 90.0 5.00 5 10.0 10.0 100.0 Total 50 100.0 100.0 Question 10 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 5 10.0 10.0 10.0 3.00 15 30.0 30.0 40.0 4.00 20 40.0 40.0 80.0 5.00 10 20.0 20.0 100.0 Total 50 100.0 100.0 Question 11 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 2.00 9 18.0 18.0 22.0 3.00 17 34.0 34.0 56.0 4.00 17 34.0 34.0 90.0 5.00 5 10.0 10.0 100.0 Total 50 100.0 100.0 Question 12 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 2.00 4 8.0 8.0 12.0 3.00 22 44.0 44.0 56.0 4.00 19 38.0 38.0 94.0 5.00 3 6.0 6.0 100.0 Total 50 100.0 100.0 Question 13 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 2 4.0 4.0 4.0 3.00 25 50.0 50.0 54.0 4.00 17 34.0 34.0 88.0 5.00 6 12.0 12.0 100.0 Total 50 100.0 100.0 Question 14 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 4 8.0 8.0 8.0 3.00 22 44.0 44.0 52.0 4.00 17 34.0 34.0 86.0 5.00 7 14.0 14.0 100.0 Total 50 100.0 100.0 Question 15 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 5 10.0 10.0 12.0 3.00 20 40.0 40.0 52.0 4.00 23 46.0 46.0 98.0 5.00 1 2.0 2.0 100.0 Total 50 100.0 100.0 Bar Chart Appendix 2: For the customers Code No. Statement Strongly Disagree Disagree Neutral Agree Strongly Agree 1. Do you think that the no profit mission of Bupa increases the attractiveness of the consumers? 2. Do you agree to the fact that the customers rely highly on Bupa because their interests are kept in the first place? 3. Do you believe that the ‘not for profit’ motive of the organization would serve the customers with greater determination? 4. Do you feel that inclusion of interests of the shareholders would increase the profit of the organization thereby increasing the service quality? 5. Do you agree with the fact that the organization tries to provide service all over the world by means of various campaigning programs? 6. Do you think that the financial department has high influence on the improved performance of the organization? 7. Do you agree with the fact that the policies set by the finance department has helped in the simplification of the regulatory frameworks? 8. Do you believe that the facilities offered by the finance department increase the convenience for the customers to a great extent? 9. Are the present company policies satisfactory? 10. Are the present insurance policies satisfactory in covering the life insurance of the customers? 11. Do you agree with the fact that the brand has an influence on the decision of the customers? 12. Do you think that, the finance department has helped in fulfilling the objectives of the organization? 13. Do you think that the financial performance of this healthcare organization has an impact on the customer’s decision? 14. Do you agree with the fact that, providing services 24*7 has increased the reliability of the customers towards the organization? 15. Do you think that the regulatory policies strengthen the efficacy of the organization’s performance? Frequencies Frequency Table Question 1 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 3.00 5 10.0 10.0 14.0 4.00 23 46.0 46.0 60.0 5.00 20 40.0 40.0 100.0 Total 50 100.0 100.0 Question 2 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 1 2.0 2.0 4.0 3.00 8 16.0 16.0 20.0 4.00 25 50.0 50.0 70.0 5.00 15 30.0 30.0 100.0 Total 50 100.0 100.0 Question 3 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 1 2.0 2.0 4.0 3.00 8 16.0 16.0 20.0 4.00 13 26.0 26.0 46.0 5.00 27 54.0 54.0 100.0 Total 50 100.0 100.0 Question 4 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 6 12.0 12.0 12.0 3.00 28 56.0 56.0 68.0 4.00 10 20.0 20.0 88.0 5.00 6 12.0 12.0 100.0 Total 50 100.0 100.0 Question 5 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 2.00 7 14.0 14.0 18.0 3.00 12 24.0 24.0 42.0 4.00 16 32.0 32.0 74.0 5.00 13 26.0 26.0 100.0 Total 50 100.0 100.0 Question 6 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 2 4.0 4.0 6.0 3.00 7 14.0 14.0 20.0 4.00 27 54.0 54.0 74.0 5.00 13 26.0 26.0 100.0 Total 50 100.0 100.0 Question 7 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 1 2.0 2.0 4.0 3.00 12 24.0 24.0 28.0 4.00 28 56.0 56.0 84.0 5.00 8 16.0 16.0 100.0 Total 50 100.0 100.0 Question 8 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 3 6.0 6.0 6.0 3.00 31 62.0 62.0 68.0 4.00 7 14.0 14.0 82.0 5.00 9 18.0 18.0 100.0 Total 50 100.0 100.0 Question 9 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 3 6.0 6.0 6.0 3.00 9 18.0 18.0 24.0 4.00 30 60.0 60.0 84.0 5.00 8 16.0 16.0 100.0 Total 50 100.0 100.0 Question 10 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 5 10.0 10.0 10.0 3.00 14 28.0 28.0 38.0 4.00 17 34.0 34.0 72.0 5.00 14 28.0 28.0 100.0 Total 50 100.0 100.0 Question 11 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 2.00 9 18.0 18.0 22.0 3.00 20 40.0 40.0 62.0 4.00 16 32.0 32.0 94.0 5.00 3 6.0 6.0 100.0 Total 50 100.0 100.0 Question 12 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 2 4.0 4.0 4.0 2.00 4 8.0 8.0 12.0 3.00 22 44.0 44.0 56.0 4.00 19 38.0 38.0 94.0 5.00 3 6.0 6.0 100.0 Total 50 100.0 100.0 Question 13 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 2 4.0 4.0 4.0 3.00 22 44.0 44.0 48.0 4.00 21 42.0 42.0 90.0 5.00 5 10.0 10.0 100.0 Total 50 100.0 100.0 Question 14 Frequency Percent Valid Percent Cumulative Percent Valid 2.00 4 8.0 8.0 8.0 3.00 22 44.0 44.0 52.0 4.00 17 34.0 34.0 86.0 5.00 7 14.0 14.0 100.0 Total 50 100.0 100.0 Question 15 Frequency Percent Valid Percent Cumulative Percent Valid 1.00 1 2.0 2.0 2.0 2.00 5 10.0 10.0 12.0 3.00 17 34.0 34.0 46.0 4.00 18 36.0 36.0 82.0 5.00 9 18.0 18.0 100.0 Total 50 100.0 100.0 Pie Chart Read More