Saturday, May 23, 2020
Essay on Employment Discrimination - 933 Words
Employment Discrimination laws seek to prevent discrimination based on race, sex, religion, national origin, physical disability, and age by employers. There is also a growing body of law preventing or occasionally justifying employment discrimination based on sexual orientation. Discriminatory practices include bias in hiring, promotion, job assignment, termination, compensation, and various types of harassment. The main body of employment discrimination laws is composed of federal and state statutes. The United States Constitution and some state constitutions provide additional protection where the employer is a governmental body or the government has taken significant steps to foster the discriminatory practice of the employer. The†¦show more content†¦The Equal Pay Act prohibits paying wages based on sex by employers and unions. It does not prohibit other discriminatory practices bias in hiring. It provides that where workers perform equal work in jobs requiring equal skill, effort, and responsibility and performed under similar working conditions, they should be provided equal pay. The Fair Labor Standards Act applies to employees engaged in some aspect of interstate commerce or all of an employers workers if the enterprise is engaged as a whole in a significant amount of interstate commerce. Title VII of the Civil Rights Act of 1964 prohibits discrimination in many more aspects of the employment relationship. It applies to most employers engaged in interstate commerce with more than 15 employees, labor organizations, and employment agencies. The Act prohibits discrimination based on race, color, religion, sex or national origin. Sex includes pregnancy, childbirth or related medical conditions. It makes it illegal for employers to discriminate in hiring, discharging, compensation, or terms, conditions, and privileges of employment. Employment agencies may not discriminate when hiring or referring applicants. Labor Organizations are also prohibited from basing membership or union classifications on race, color, religion, sex, or national origin. The Nineteenth Century Civil Rights Acts, amended in 1993, ensure all persons equal rights under the law and outline the damages available toShow MoreRelatedEmployment Discrimination And The Employment Essay2596 Words  | 11 Pagesimplications of employment discrimination and the correlation to employment inequality. The unemployment rate for women and minorities is significantly higher than that of the caucasian male majority. Women are faced with obstacles that men are not. Women have to overcome gender stereotypes, child care responsibilities, and sexual harassment as obstacles, Minorities face negative stereotypes and generalizations that make them less desirable to employers. Employment discrimination is responsible forRead MoreAppearance Discrimination in Employment22039 Words  | 89 PagesAppearance discrimination in employment: Legal and ethical implications of â€Å"lookism†and â€Å"lookphobia†[pic] http://www.emeraldinsight.com/journals.htm?issn=2040-7149volume=32issue=1articleid=17077304show=html Downloads: The fulltext of this document has been downloaded 1519 times since 2013 DOI (Permanent URL): 10.1108/02610151311305632 [pic] Abstract [pic] View PDF (200kb) [pic] Print View References †¢ References (67) Citations †¢ CrossRef (1) Further reading Read MoreDiscrimination in Employment Essay1803 Words  | 8 Pages Discrimination in Employment Equal Pay Act passed in 1970. This implemented the European principle of Equal pay contained in Treaty of Rome Article 119 (now 141) and sets out a broad definition of pay. Although the EPA is limited in application in that the comparison is between a man and a woman presently employed by the same employer, Article 119 of the Treaty of Rome which requires equal pay for identical work between the sexes confers a similar right to every Read MoreAge Discrimination and Employment1126 Words  | 5 Pages â€Æ' Introduction Age discrimination occurs when one particular age group is treated differently to another age group on the grounds of chronological age. A less favorable treatment can occur, for example when a person is refused medical treatment because they are deemed too old. Also, it can manifest through the assumption that older people have a decline in their intellect due to their age, and a decline in their cognitive and physical performance. Individuals regardless of age should notRead MoreEmployment Discrimination And Its Significance1190 Words  | 5 PagesEmployment Discrimination and Its Significance in Canada. A majority of immigrants encounter employment disadvantage or discrimination, compared to native-born Canadians. It’s difficult to obtain suitable employment, so immigrant skills are underutilized, earning less income than native-born Canadians (Oreopoulos, 2011; Reitz et al., 2014). It is asserted that discrimination in employment is an act which negatively affects the employment situation of individuals because of membership in a groupRead MoreThe Ideas Of Discrimination And Employment Problems1596 Words  | 7 Pagespaper are the ideas of discrimination and employment problems people with disabilities in India face. The definition of discrimination is the unfair or prejudicial treatment of people or things, especially on the grounds of race, age, or sex. The reason I felt these two topics were important is because they go hand in hand; you can be easily discriminated against while trying to find a job based on skin color, gender, etc. First, I will discuss the problem w ith discrimination and women in India. SecondlyRead MoreGender Discrimination And Equal Employment Essay1465 Words  | 6 PagesGender Discrimination and Equal Employment Introduction Discrimination has existed since the beginning of time. Often time people discriminate upon individuals unintentionally, because of certain stereotypes that have associated with race, gender, and religion. The First Amendment of the United States gives each individual the freedom of not only religion, but expression, and speech. Yet, despite the many historic and recent efforts gender discrimination and inequality is still a major issue inRead MoreEmployment Discrimination Within The Workplace1079 Words  | 5 PagesEmployment Discrimination in Indonesia As stated on wikipedia.org, discrimination is action that denies social participation or human rights to categories of people based on prejudice. This includes treatment of an individual or group based on their actual or perceived membership in a certain group or social category, in a way that is worse than the way people are usually treated. This could be done directly or indirectly. Direct discrimination could arise from punishments and indirect discriminationRead MoreFemale Employment And Gender Discrimination2044 Words  | 9 Pages What is female employment and what are the reasons of gender discrimination in China? II. Female employment and gender discrimination Today, employment discrimination in society everywhere. From age discrimination, education discrimination, gender discrimination, residence discrimination, physical discrimination, health discrimination, discrimination in marriage and childbearing, to dialect discrimination, blood type discrimination, wages, employment status and even under the career choices ofRead More Age Discrimination in Employment Essays1726 Words  | 7 Pagesissue of â€Å"ageism†was finally addressed in The Age Discrimination in Employment Act. Ageism can be defined as prejudiced beliefs, attitudes, and behaviors pertaining to older adults. To understand the ADEA fully, a brief history of age discrimination is useful to comprehend the Structural Level of this bill. Discrimination based on age was not a large issue until the beginning of the 20th century, mainly because it was a tacit form of discrimination. For the most part, people worked until they were
Tuesday, May 12, 2020
A Good Man Is Hard To Find, The Cask Of Amontillado And...
The three short stories, â€Å"A Good Man is Hard to Find†, â€Å"The Cask of Amontillado†and â€Å"The Devil†all revolve around the motifs of morality and extreme behavior. Each story commonly portrays how each character has a reason that drives and motivates their moral choices; however, the reasons differ between the three short stories. The short story, â€Å"A Good Man is Hard to Find†, demonstrates how the perception of â€Å"good†and â€Å"bad†is relative among individuals, which can lead to moral choices that would seem conflicting and morally-wrong to other individuals. The subjectivity between â€Å"goodness†and â€Å"badness†is as demonstrated through the contradicting and irreconcilable viewpoints and attitudes between the Misfit and Grandma. Although Grandma†¦show more content†¦Therefore, when Fortunato damages Montresor’s pride, he determines to seek revenge for his sense of reputation, so he doesn’t appear frail and inferior. Throughout the story, he has no sense of guilt, he can only think about killing Fortunato to redeem himself. Also, the wrongdoing of Fortunato was not addressed clearly and properly, which elicits doubt on the credibility of Montresor for the reader. Furthermore, Fortunato seems to be very carefree, which suggests that Fo rtunato is unaware of his wrongdoing and a biological mechanism such as insanity might be driving Montresor’s moral choices. The short story, â€Å"The Devil†, examines how the need and instinct of survival grow under tense circumstances, which becomes the primary priority and can override overturn our morals. One prime example is the farmer, Honore. All children live under a social expectation of serving and taking care of their parents when they grow up, however, this is not the case in this particular story. Farmers generally do not earn a lot of money, however, farming is his only source of income, therefore, he is obligated to farm, in order to support his family. He wouldn’t have enough money to support his mother any longer if he doesn’t collectShow MoreRelatedA Look into the Dark Side of Edgar Allan Poe1736 Words  | 7 Pagesthe way he live his life and died, many of his stories and poems were a mystery. Two of his most famous works â€Å"The Cask of Amontillado†and â€Å"The Raven†were dark and mysterious fictions with dark characters and mysterious plots . â€Å"The Cask of Amontillado†was a story about the dark act of satanic pursuit of revenge, unlike â€Å"The Raven†, which invited us into the soul of a grieving man. Both stories were essential and gave meaning to what Poe was going through during those years of his life. His wifeRead MoreA Look into the Dark Side of Edgar Allan Poe1762 Words  | 8 Pagesthe way he lived his life and died, many of his stories and poems were a mystery. Two of his most famous works â€Å"The Cask of Amontillado†and â€Å"The Raven†were dark and mysterious fictions with dark characters and mysterious plots. â€Å"The Cask of Amontillado†was a story about the dark act of satanic pursuit of revenge, unlike â€Å"The Raven†which invited us into the soul of a grieving man. Both stories were essential and gave meaning to what Poe was going through during those years of his life. His wifeRead More Analyses of Short Stories Essay examples4756 Words  | 20 PagesAnalyses of Short Stories Nathaniel Hawthorne, â€Å"Young Goodman Brown†Goodman Brown was not asleep in this short story. As I read, I believed that Goodman did indeed meet the devil in the forest. If he had indeed dreamt about the trip he was sent on and meeting the devil, I think his nervousness would have been described in more detail then it was. Concentrating more on the anxiety he was feeling would have led the reader to believe that the events were not real. I also saw this storyRead MoreANALIZ TEXT INTERPRETATION AND ANALYSIS28843 Words  | 116 Pagesresolved is one within the protagonist’s psyche or personality. External conflict may reflect a basic opposition between man and nature (such as in Jack London’s famous short story â€Å"To Build a Fire†or Ernest Hemingway’s â€Å"The Old Man and the Sea†) or between man and society (as in Richard Wright’s â€Å"The Man Who Was Almost a Man†). It may also take the form of an opposition between man and man (between the protagonist and a human adversary, the antagonist), as, for example, in most detective fiction. Internal
Wednesday, May 6, 2020
Factors Affecting Customer Loyalty on Banking Service Free Essays
string(39) " appeared in the marketing literature\." Factors Affecting Customer Loyalty on Banking Service: A case of Hong Kong Shanghai Bank Commercial in Ho Chi Minh City, Vietnam †¢ Dec 22, 2011 †¢ 0 †¢ 263 [pic] [pic][pic]FACTORS AFFECTING CUSTOMER LOYALTY ON BANKING SERVICE: A CASE OF HONG KONG SHANGHAI BANK COMMERCIAL IN HO MINH CHI CITY, VIETNAM Related Articles Luxury Travel Vietnam’s Tour Featured in Indonesia Travel Magazine Corporate globalization and human rights abuses in the sweatshops of pakistan, indonesia and vietnam M1 Carbine Communications In Iran Bui Thanh Phong Graduate School of Business, Assumption University ABTRACT This study examines the relationship between selected factors (brand image, friendship, perceived service satisfaction, perceived core service quality, social regard and social comfort) and customer loyalty of HSBC in Ho Chi Minh City Vietnam. The researcher surveyed on 400 respondents who had experience to use HSBC banking services. The sampling procedure used judgment sampling and convenience sampling. We will write a custom essay sample on Factors Affecting Customer Loyalty on Banking Service or any similar topic only for you Order Now The researcher used the Pearson Correlation analysis tool on this research. Descriptive statistic was used to provide the mean and percentage of demographic characteristic and other variables of study. Result indicated that brand image, friendship and perceived service satisfaction does play a mediating role in the effect of customer loyalty in banking service. The effects of a number of demographic indicators on customer loyalty are also reported. INTRODUCTION Loyalty factor is considered as key value of marketing strategy in the banking service and others (Kotler, 2004). It also helps bank to gain the profit and reduce marketing cost. In previous times, many banking services are aware of understand brand image, service quality and customer satisfaction which are accepted as a key determinant of customer loyalty (Payne, 1993). The customers are hard to attract and difficult to retain because it is not relatively easy for customers to switch their traditional service providers (Philip, 2002). Loyalty factors are an organization’s most reliable success indicator (Zeithaml and Bitner, 1996). Also, this increased customer loyalty can help lower marketing costs, solicit more customers, and effectively operate trading leverages (Aaker, 1997). Additionally, the loyalty customers become an advocate concept for the service can be defined: providing positive word-of-mouth, recommendation the service to other, encouraging others to use service and defending the service provider and generate higher corporate profits (Reichheld et al. 2000). As the market becomes more competitive advantage, many companies recognized the importance of retaining current customers and have some initiated variety of activities to improve customer loyalty (Rosalind and Audrey, 2007). Faced with this situation, some service providers have considered to the quality standards in their business such as ISO 9001. Actually, the service providers can get the big profit from those standards and loyalty customers. Any service industries are banking, restaurant, hotel, beauty†¦ the service encounter satisfaction is really considered as a core value to affect and maintain the loyalty customers. 1. To study of the significant relationship between friendship and customer loyalty. 2. To test the relationship between brand image and customer loyalty. 3. To find out the significant relationship between service encounter satisfaction and customer loyalty. 4. To establish an understanding of the significant relationship between perceived core service and service counter satisfaction. 5. To analyze the significant relationship between social regard and perceived core service. 6. To determine the significant relationship between social comfort and perceived core service. RESEARCH OBJECTIVE The purpose of this study is to develop and implement a method for banking service to identify attributes that will increase customer loyalty. The researcher will determine dependent/ independent variables whether or there are relationship between the factors below. The researcher would try to explain why customers have loyalty with HSBC bank. This is six objectives the researcher would try to study the relationship between the factors effect to customer loyalty. LITERATURE REVIEW Customer Loyalty Customer Loyalty is a customer who will repurchase from the same service provider whenever possible, and who continue to recommend or maintains a positive attitude towards the service provider. The loyal customers are less likely to switch because of price and they make more purchases than similar non-loyal customers (Reichheld and Sasser, 1990). Loyalty customers will also help to promote and share knowledge with their friends about the service provider. They will provide strong word-of-mouth, create business referrals, provide references and serve on advisory boards. The loyal customers are served as a â€Å"fantastic marketing force†by providing recommendations and spreading positive word-of-mouth, those partnership-like activities are the most available advertising that the company can get (Raman, 1999). Loyal customers increase sale volume by purchasing a wider variety of the products and by making more frequent purchases. The loyal customers had more purchasing services than non-loyal customers (Bowen and Shoemaker, 1998). And other researchers have theorized that service encounter satisfaction, customer loyalty and profitability are related (Zeithaml et al. 1996). Service Encounter Satisfaction Traditional way described the service encounter satisfaction as the interaction occurs between customer-contact employees and the customers and it has been frequently discussed in the marketing literature (Bitner et al. 1990). Also, the service encounter is â€Å"the dyadic interaction between a customer and service provider†(Surprenant  and Solomon, 1987). It has also been modeled to impact long-term customer relationships as well as overall satisfaction. Service Encounter Satisfaction is distinguished from overall satisfaction and it has been defined as dis/satisfaction wit h a service encounter (Bitner and Hbbert, 1994). Additionally, customer relationships are built and destroyed which based on service encounter in a time and any service providers can be critical to the service outcome (Stern et al. 998). It is the degree of overall pleasure or contentment felt by the customers, the results from ability of the service fulfilled the customer’s desires, expectations and customer’s needs in relation to the service (Philip, 2002). Service performance takes place in what has been termed the service encounter; the time frame during which consumers directly interact with service providers (Czepiel et al. 1985). All element of an encounter activities such as: the facility, waiting times, and service personnel are considered service encounter Brand Image Various definitions of a brand appeared in the marketing literature. You read "Factors Affecting Customer Loyalty on Banking Service" in category "Papers" The brand as â€Å"a name, term, sign, symbol or design or combination of them, which is intended to identify the goods of one seller or group of sellers and to differentiate them from those of competitors†(Kotler, 2004). The new business start, the marketer designs business card, company website, name, logo†¦ to send a clear message of company to their stakeholders and customers that is a merger and equal. According to Lafley (2009) interpreted that â€Å"We continue to invest in our core strengths. Firstly, we don’t skimp on understanding the customer. Second is innovation. Thirdly is Brand Image†¦ We’re delivering more messages to our customers. †In order to be successful, images and symbols must relate to, and indeed, exploit, the needs, values and life-styles of consumers in such a way that the meanings involved give added values, and differentiate from this brand to other brands (Broadbent and Cooper, 1987). From this statement, the researcher can recognize the important of brand image and brand identity to affect with service providers and organizations. The customer loyalty is often viewed as resulting from brand knowledge, followed brand image that PR also raise consumer loyalty trough the above strategies (Keller, 1999). In addition, the self-congruence theory states that the ways consumers evaluate products to match with their self-image (Belk, 1988 and Sirgy, 1982). Higher congruence between self-image and product image would influence consumer attitudes or behavior regarding brand preference, brand attitude, product purchase decisions, customer satisfaction, and repurchase intention (Graeff, 1996 and Sirgy, 1985). Friendship The customer’s perceptions of social closeness are service employee as evidence of the degree of familiarity, self- disclosure and rapport (Gremler, 1995). Loyalty can be increased throughout personal friendship (Kokko and Moilanen, 1997). Two relational outcomes are considered to associate with friendship to be comfort and respect (Argyle, 1992). At currently, friends can be distinguished such as: online friends, offline friends, old high school friends, workmates, organization, family and people met at parties. The modern conceptualization of friendship – as essentially personal, private, voluntary, un-specialized, informal, and non-contractual – echoes our culture’s â€Å"great emphasis on relationships in the intimate sphere, especially love relationships†(Taylor, 1991). There is a relationship between friendship and organization. The most important for this foundation is acknowledged utility as the basis for one type of friendship, fundamental in some respects, but the traditional way has the most limited or underdeveloped Received Core Service Quality Perceived core service quality is quality products or services which are provided by the company. it offers to exceed the customer expectations. In recent study, service quality is considered from the view point of the customer who is estimated of the service â€Å"external customer†and the efforts have focused on identifying of â€Å"external service encounter†factors, the customers will consider in evaluating the quality of service providers. Customer satisfaction is also important element of marketing strategies. Zeithaml (1998) defined that the perceived service quality is measured by customer awareness and the consumers assess of the overall excellent products or services. Zahorik and Rust (1992) found that the modeling of perceived quality directly influences to customer loyalty and provides more diagnostic abilities. Furthermore, the perceived service quality is the best model to impact customer retention and behavior intentions (Hennig and Klee, 1997). The subject of service quality has been studied and debated over the past two decades. The importance of management’s ability is understand how service quality and appropriately measurement, the subsequent actions make improvements and increase value to customer expectations (Asubonteng et al. 1996). Looking through a financial perspective, the success of activities carried out by sports organizations is closely associated with the quality of services offered to customers  and  making sure customers get highest level of satisfaction from such services (Kotler, 2004). In terms of effective management it is the great importance to understand what the customer thinks about service quality offered by the organization (Rust and Oliver, 2000). Social Regard Social regard defined as making the customers feel important and took an interesting and respecting to the customer (Barnes, 1997). Additionally, some empirical evidence indicated that actions closely related to social regard which increases the relationship strength (Barnes, 1997). When the customers perceived that the employees take care of them, or respect them the relationship strength increases. The social constructivist therapeutic orientations focus on the way in which people and society created (rather than discover) constructions of reality (Roberts et al. 2003). Previous study has been especially focused on analyzing the effects of customer-oriented behaviors, the social aspects of the interaction between the service provider and the customers have been somewhat neglected (Kelley and Hoffman, 1997). Social regard has been defined as the â€Å"genuine respect, deference, and interest shown to the customer by the service provider, such that the customer feels valued or important in the social interaction†(Butcher et al. , 2001). Social regard is considered to special elements for services and industry because they have high level of customer contact, and this concept will remains relatively untapped by researcher. Social Comfort Social comfort is defined as the customer’s feeling of anxiety or relaxation arising from the social interaction with an individual service employee. The customers feel much comfortable to be one example of a satisfactory service experience (Argyle, 1992). If the salesperson clicked with the customer at the initial contact, then this was the prompt to consider establishing a relationship (Beatty et al, 1996). Customer rapport was found to be associated with overall satisfaction, repurchase intentions and word-of-mouth (Gwinner, 1998). It is thus expected that the conceptualization of social comfort may have either a direct or indirect path to loyalty. Figure 1: Conceptual framework Friendship Service Encounter Satisfaction Perceived Core Service  Quality Social Regard Customer Loyalty Brand Image Social comfort H1 H2 H5                                                                  H3 H4 H6 From this conceptual framework, there are 6 independent variables, which are friendship, brand image, service encounter satisfaction, perceived core service quality, social regard and social comfort. The dependent variable is customer loyalty. The researcher finds out that 6 independent variables effect on dependent variable (customer loyalty). Overall, the relationship between dependent and 6 independent variables are developed to adapt the objective of this study. Therefore this study hypothesized six statements in investigating their relationship as follows: H1: There is significant relationship between Friendship and Customer Loyalty. H2: There is significant relationship between Brand Image and Customer Loyalty. H3: There is significant relationship between Service Encounter Satisfaction and Customer Loyalty. H4: There is significant relationship between Perceived Core Service Quality and Service Encounter Satisfaction. H5: There is significant relationship between Social Regard and Perceived Core Service Quality. H6: There is significant relationship between Social Comfort and Perceived Core Service Quality. METHODOLOGY The proposed descriptive research was applied to this study as its aim is to describe be the characteristics of a population or phenomenon (Zikmund, 2003). It also seeks to determine the answer to who, what, when, where, and how questions. Secondary data is taken from any source such as: business journal, internet, marketing book, newspaper†¦Primary data was collected by distributing questionnaires to customers of the electrical company who were selected by convenience sampling. Data Collection The target group of this study is both female and male customers who lived and had an experienced service of the HSBC in Ho Chi Minh City, Vietnam. The researcher will collect the data from all 8 branches of HSBC on 5 districts: District 1, District 7, District 11, Phu Nhuan District and Tan Binh District. The customers of HSBC who will be chosen for the study are willing to cooperate by responding to the questionnaire for this study. The sample size was 400 respondents. Five-point Likert scales were applied for the dependent and independent variables part. In the first part is screening question, two questions are asked to choose correct respondents. The second part was dependent variable to measure perception of customer loyalty of HSBC in Ho Chi Minh City, Vietnam. The third part, brand image, friendship, service encounter satisfaction, received core service quality, social comfort and social regard were designed for measuring. The final part is demographic factors question such as: age, gender, education level and nationality. FINDINGS The table indicates majority of all respondents were male with 63%, nationality is Vietnamese (95. %) and most of respondent has age from 18-30 years old. For the income monthly is about 5,000,000vnd – 10,000,000vnd to be about 28. 3%. And education level highest percentage is under-graduate degree with 50. 9%. The first hypothesis, which predict that friendship would be low positive correlation relationship to customer loyalty, was supported (r = . 322, plt; . 001). Support was found for the s econd hypothesis, which predicted that there was a low positive correlation relationship between brand image and customer loyalty (r = 260, plt; . 001). The third hypothesis predicted that he service encounter satisfaction would be low positive correlation relationship to customer loyalty (r = . 319, plt; . 001). In addition, the fourth hypothesis, there would be low positive correlation relationship between received core service quality and service encounter satisfaction (r = . 350, p lt; . 001). Moreover, the fifth hypothesis predicted that, there would be low positive correlation relationship between social regard and received core service quality (r = 0. 207, plt; . 001). Finally, a low positive correlation relationship was found between social comfort and received core service quality (r = 157, plt; . 01). In conclusion, all the hypothesis of this study was supported which found the low positive correlation relationship between variable. [pic][pic]DISCUSSION The result of hypot hesis one showed that the friendship has positive significant effects on customer loyalty, as the null hypothesis was rejected. Based on this finding, it indicated that a friendship effected customer loyalty toward HSBC in Ho Chi Minh City. The result of the hypothesis was supported that the personal friendship between customer and individual service employee has been modelled to influence customer loyalty (Bove and Johnson, 2000). Also, the loyalty can be increased through personal friendship (Price and Arnould, 1999). The client employee friendship was positive correlation with customer loyalty (Kokko and Moilanen, 1997). From the result of this hypothesis testing, the researcher also found positive significant relationship between friendship and customer loyalty. This result leads to prove that higher loyalty increase or create friendship between HSBC and its customers. The result of hypothesis two showed that the brand image has significant effects on customer loyalty, as the null hypothesis was rejected. Based on this finding, it is proven that the brand image effected customer loyalty toward HSBC in Ho Chi Minh City. According to Keller’s (1993) study, the researcher found similar result in his study. He found that the customer loyalty is often viewed as resulting from brand knowledge. In this study, the researcher found that there is positive significant relationship between brand image and customer loyalty. Customer Loyalty can be increased by brand image and brand image can promote the services or products of banking which may lead to believe or create trust toward HSBC. Based on the result of hypothesis three, the â€Å"service encounter satisfaction†has significant effects on customer loyalty, as the null hypothesis was rejected. According to this finding, it can be interpreted that the service encounter satisfaction effected customer loyalty toward HSBC in Ho Chi Minh City. Therefore, service encounter satisfaction is a key measuring factor for customer loyalty which may be a useful measuring method to predict customer concept of products and services in every industry. It was also supported by Brown’s (1996) who concluded that the service encounter satisfaction has also been modelled to impact long-term customer relationship, as well as overall satisfaction. Jason (2005) also found the relationship between customer satisfaction and loyalty. Meanwhile, the result of hypothesis testing for hypothesis three also showed that the correlation between those two variables is positive. The perceived quality is very important to customer satisfaction. In this study, the research also indicated that perceived quality directly impacts on customer loyalty (Phillip, 2002). Satisfaction of the customer leads to the customer to re-use the bank service in the future. Consequently, after repeated use of more than 3 times, the loyalty of customer is well established in customers mind. On banking service or other service, satisfaction is considered as the main litmus test to improve customer loyalty. The result of hypothesis four showed the â€Å"perceived core service quality†has significant effect on service encounter satisfaction, as the null hypothesis was rejected. Based on this finding, it is clear that the â€Å"perceived core service quality†effected service encounter satisfaction toward HSBC in Ho Chi Minh City. This research empirically examined the role between perceived core service quality and service encounter satisfaction. This study tested the relationship between perceived core service quality and service encounter satisfaction as a concept and found the relationship, as well as data from a sample survey of 400 banking retail customers in their evaluation of their banking experiences to address this issue. Additionally, the perceived service quality and customer orientation are directly influenced to service satisfaction, the service encounter satisfaction (Cronin and Brady, 2000). Based on the result of hypothesis five, the â€Å"social regard†has significant effects on perceived core service quality, since the null hypothesis was rejected. Consequently, it indicated that the social regard effects perceived core service quality toward HSBC in Ho Chi Minh City, which was similar to the research result of Butcher et al. (2001). He indicated the importance of social regard effects in the service encounter in making the customers feels valued or important in the social interaction. According to the result of hypothesis six, the â€Å"social comfort†has significant effects on perceived core service quality, because the null hypothesis was rejected. Based on this finding, it has been proved that the social comfort effects perceived core service quality toward HSBC in Ho Chi Minh City. The specific relationship between friendship, social regard, social comfort, value for money, service encounter satisfaction perceived core service quality and customer loyalty were established in banking service (Butcher et al. 2001). The social comfort can lead the service quality in long-term process, the social comfort directly influences the perceived core service quality and ensure customer satisfaction (Pavlou, 2003). CONCLUSIONS Based on the research objective, the researcher studied the factors that may affect customer loyalty in case of HSBC in Ho Chi Minh City, Vietnam. It showed that there are low positive correlation relationship between dependent variables (customer loyalty) and independent variables of: brand image, friendship, service encounter satisfaction, perceived core service quality, social regard, social comfort. Data were collected from a total of 400 respondents who have had experience of using HSBC service. From the result of demographic factors on gender, age, education level, income, the researcher discovered that the majority of HSBC customers are male, Vietnamese, aged between 18 and 30 years old, with under-graduate education level, who have monthly income between 5,000,000vnd-10,000,000vnd. For hypothesis testing, the data were analyzed by using SPSS (statistical package of social science) to test six hypothesis. The researcher used Pearson Correlation analysis to investigate the relationship between independent variables and dependent variable. The results of the hypothesis testing showed that null hypotheses one, two, three, four, five and six were rejected signaling that there were a positive significant relationship between dependent variable and independent variables. Table 1: Demographic Profile of Respondents _____________________________________________________________________________ N                        Percentages (%) Gender:                 Male                 254                            63. 5 Female                                    146                            36. 5 Age:                                        18 or less           13                              3. 3 18-30                                      225                             56. 3 31-40                                      153                             38. 3 41-60                                       9                               2. 3 Income in vnd: ,000,000 or less         54                              13. 5 5,000, 000 – 10,000,000      114                             28. 5 10,000,000 – 15,000,000       63                              15. 8 15,000,000 – 20,000,000       56                              14. 0 More than 20,000,000            113                             28. 2 Education Level: High school graduate or less   98                              24. 5 Undergraduate Degree            205                             51. 2 Graduate degree                      83                              20. Doctor’s Degree             14                              3. 5 RECOMMENDATIONS In contrast to the loyalty that the customers do not complain when satisfied with the products and services compared to their wishes, customer loyalty is seen as an asset of the banking business that the marketer needs to create satisfied customers to enhance customer loyalty in their businesses. The HSBC management teams must understand that in order to achieve success and generate growth in business, they have to invest and trade based on needs and wants of customer as the main goal. Research on customer loyalty could be great of help to the bank to reach and resolve their marketing issue. Thereby, HSBC could have concrete results of the evaluation by customers comment on their product or service so that they could supply and serve to people in Ho Chi Minh City. Friendship can be impressive on customers to make them feel very comfortable, because it make them feel relaxed and familiar in more ways than customers expected. It suggested that the management team may train their employees to special training service program where they will learn to practice friendly dealing with the customers. The customer service department of HSBC to improve the service encounter, the management team should train their employees and let them understand the important of customer loyalty and its advantage to the bank. The HSBC management teams may improve their service quality in order to improve customer satisfaction. The managers may train their employees on how to respond or answer customer questions and know how to treat customers REFERENCE Aaker, J. L. (1997). Dimensions of brand personality. Journal of Marketing Research, 34(3), 347-357. Argyle, M. (1992). Social relationship, in Hewstone, M. , Stroebe, W. Codol, J. P. and Stephenson G. M (Eds). 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Assessing the effects of quality, value, and customer satisfaction on customer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. Czepiel, J. A. , Solomon, M. R. , Surprenant, C. F. , ; Guttman, E. G. (1985). Service encounters: an overview†, in Czepiel, J. A. , Solomon, M. R. and Surprenant, C. F. (Eds). The Service Encounter, Lexington Books, Lexington, MA, 3-16. Graeff, T. R. (1996). Using promotional messages to manage the effects of brand and self-image on brand evaluation. The Journal of Consumer Marketing, 13(3), 4-18. Gremler, D. D. (1995). The effect of satisfaction, switching costs, and interpersonal bonds on service quality. Unpublished doctoral dissertation, Arizona State University, Tempe, AZ. Gwinner, K. P (1998). Relational benefits in services industries: the customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101-114. Hennig-Thrau, T. , Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development. Psychology and Marketing, 14(8), 737-764. Jason, M. C. (2005). Consumer shopping value, satisfaction, and loyalty for retail apparel brands. Journal of Fashion Marketing and Management, 9(3), 256-269. Keller, K. L. (1993). Conceptualizing , measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), 1-22. Keller, K. L. (1999). Managing brands for the long run: brand reinforcement and revitalization strategies. California Management Review, 41(3), 102-124. Kelley, S. W. , Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviours and service quality. Journal of Retailing, 73(3), 407-427. Kokko, T. , Moilanen, T. (1997). Personalisation of services as a stool for more developed buyer-seller interactions. International Journal of Hospitality Management, 16(3), 297-304. Kotler, P. (2004). Principle of Marketing , Prentice-Hall, Upper Saddle River, NJ. Lafley, A. G. (2009). Designing Brand Identity (3rd ed), Anlia Wheeler, An essential guide for the whole branding team, Wiley. Mefford, R. N. (1993). Improving service quality: learning from manufacturing. International Journal of Production Economic, 80(1), 399-413. Pavlou, P. A. (2003). Consumer acceptance of electronic commerce – integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101-134. Payne, A. (1993). The essence of Service Marketing. Prentice-Hall, London. Philip, M. D. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology, 12(3), 243-252. Price, L. L. , Arnould, E. J. (1999). Commercial friendships: Service provider – client relationships in context. Journal of Marketing, 63(4), 38-65. Rama, M. (1999). Public sector downsizing: an introduction. The World Bank Economic Review, 13(1), 1-22. Reichheld, F. F. , Markey, R. G. Jr. , Hopton, C. (2000). The loyalty effect – the relationship between loyalty and profits. European Business Journal, 12(3), 134-139. Reichheld, F. F. , Sasser, W. E. (1990). Zero defections: quality comes to service. Harvard Business Review, Sept-Oct, 105-111. Roberts, K. , Varki, S. , Brodie, R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of Marketing. 37(1/2), 169-196. Rosalind, M. , Audrey, G. (2007). Customer loyalty: an empirical study. European Journal of Marketing, 9(10), 1084-1094. Rust, R. T. , Oliver, R. L. (2000). Should we delight the customer?. Academy of Marketing Science Journal, 28(1), 86-92. Sirgy, M. J. (1982). Self-concept in consumer behavior: a critical review. Journal of Consumer Research, 9(3), 287-300. Sirgy, M. J. (1985). Using self-congruity and ideal congruity to predict purchase motivation. Journal of Business Research, 13(3), 195-206. Stern, B. B. , Thompson, C. J. , Arnould, E. J. (1998). Narrative analysis of a marketing relationship: the consumer’s perspective. Psychology and Marketing, 15(3), 195-214. Surprenant, C. F. , Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51, April, 86-96. Taylor, C. (1991). The Ethics of Authenticity, Harvard University Press, Cambridge, MA. Zahorik, A. J. , Rust, R. T. (1992). Modeling the impact of service quality on profitability. Advances in Service Marketing and Management, 1, JAI Press, Greenwich, CT, 247-276. Zeithaml, V. A. (1998). Consumer Perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. Zeithaml, V. A. , Bitner, M. J. (1996). Service Marketing, McGraw-Hill, New York, NY. Zinmund, W. G. (2003). Business research method, 7th Edition, New York: The Drylen Press. About the Author: Bui Thanh Phong obtained his MBA from the Graduate School of Business, Assumption University. Email: Apolo8709@gmail. com or Ericbuiphong@gmail. com. [pic]About the Author †¢ More Sharing ServicesShare †¢ Subscribe to RSS †¢ Contact Author [pic] Bui Thanh Phong About the Author: Bui Thanh Phong obtained his MBA from the Graduate School of Business, Assumption University. Email: Apolo8709@gmail. com or Ericbuiphong@gmail. com. How to cite Factors Affecting Customer Loyalty on Banking Service, Papers
Saturday, May 2, 2020
William Shakespeare, a terrific and an outstanding author Essay Example For Students
William Shakespeare, a terrific and an outstanding author Essay William Shakespeare, a terrific and an outstanding author who has written over hundreds of magnificent sonnets, plays and poems. From the selection of plays written by a Shakespeare a unique, dramatic and spectacular play is, Romeo and Juliet. Romeo and Juliet a well written novel which is built on the foundation of love, hatred and revenge. Shakespeare has used many techniques to grab the audiences attention like suspense, dramatic irony and stage craft. Stage craft is the skill that goes into writing a play so that its fantastic when performed by actors on stage. Involved in this astonishing play is Friar Lawrence; at this moment you would be wondering what is a Friar? Well a Friar is a Franciscan Monk, a man who is a member of certain Roman Catholic religious orders, who vowed to live a life of poverty. After explaining what is a Friar, a question is left unanswered, What was the role and importance of Friar Lawrence in Romeo and Juliet? First of all, the time when we first meet Friar Lawrence we can identify his personality, when it says, We sucking on her natural bosom find, Many for many virtues excellent, None but for some and yet all different. O, mickle is the powerful grace that lies In herbs, plants, stones and their true qualities. From his speech we learn that the Friar wonders how brilliant nature is as different plants have different unique properties. Some plants can either kill you or heal you. We get to know how highly interested he is in nature which lead him to become an herbalist. However, a Friar who was an herbalist was needed to fit into the play, as it was Friar Lawrence who gave Juliet a vial of a potion that would make Juliet to look like as if shes dead. If the Friar was not an herbalist then neither would he give Juliet the potion, therefore it is important that the Friar was an herbalist. I think that the Friar shouldnt have carried out such a dangerous plan because there a slim chance that it was going to be successful. Also the Friars duty was a confessor as he was trustworthy and Man of God. An example of this would be when Romeo use to tell him his secrets, like it says, Then plainly know my hearts dear love is set. On the fair daughter of rich Capulet. As mine on hers, so hers is set on mine. In the play Romeo took Friar Lawrence as his father as he was faithful. Romeo s responsibility was Friar Lawrence, he always thought good for Romeo so you cannot really blame him for carrying out such a dangerous plan as it was the only hope in reuniting the Romeo and Juliet. Also in Shakespeares times parents were not really attached that much to their children, it was a tradition to keep a wet nurse took look after the child but the children were predestined by their parents judgement for their future, therefore that is the reason why Romeo took the Friar as his father and Juliet took the nurse as her mother. Furthermore, the Friar was very religious as he was the man of God. If the Friar was not religious he would have not agreed to the gruelling decision of Romeo and Juliets marriage because Friar was a religious man he had a good intention, like it says, For this alliance may so happy prove, To turn your households rancour to pure love. Friar Lawrence thought that the marriage might turn the Capulets and Montagues hate into love, as in those days hatred over a small thing would turn into a huge rage of abhorrence which would last for years and years. If the Friar was not a religious man he would neither have a good intention in the marriage nor would he have able to marry the two lovers. But I think that the Friar married the couple immorally as he married them behind their parents back, he broke their trust because the Friars duty was to prevent from doing bad. .u6a45d24c0321d77068088d2cce9b1765 , .u6a45d24c0321d77068088d2cce9b1765 .postImageUrl , .u6a45d24c0321d77068088d2cce9b1765 .centered-text-area { min-height: 80px; position: relative; } .u6a45d24c0321d77068088d2cce9b1765 , .u6a45d24c0321d77068088d2cce9b1765:hover , .u6a45d24c0321d77068088d2cce9b1765:visited , .u6a45d24c0321d77068088d2cce9b1765:active { border:0!important; } .u6a45d24c0321d77068088d2cce9b1765 .clearfix:after { content: ""; display: table; clear: both; } .u6a45d24c0321d77068088d2cce9b1765 { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u6a45d24c0321d77068088d2cce9b1765:active , .u6a45d24c0321d77068088d2cce9b1765:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u6a45d24c0321d77068088d2cce9b1765 .centered-text-area { width: 100%; position: relative ; } .u6a45d24c0321d77068088d2cce9b1765 .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u6a45d24c0321d77068088d2cce9b1765 .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u6a45d24c0321d77068088d2cce9b1765 .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u6a45d24c0321d77068088d2cce9b1765:hover .ctaButton { background-color: #34495E!important; } .u6a45d24c0321d77068088d2cce9b1765 .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u6a45d24c0321d77068088d2cce9b1765 .u6a45d24c0321d77068088d2cce9b1765-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u6a45d24c0321d77068088d2cce9b1765:after { content: ""; display: block; clear: both; } READ: Scared monologue - Anne Of Green Gables EssayIn addition, because the Friar was a confessor and the man of God he confessed in the end, like it says, I will be brief, for my short date of breath Is not so long as is a tedious tale. And Be sacrificed, some honour before time, Unto the rigour of severest law. At the end of the play the Friar confessed to the Prince at the end of the play to clear up all the confusions though he knew he would be punished he neither ran away or lied to save himself. Because the Friar was truthful he told the truth, therefore it was important that a Friar was involved in the play. Moreover, the Friar had unique characteristics of being calm, like it says, In what vile part of this anatomy Doth my name lodge? Tell me, that I may sack The hateful mansion. And If the wisdom thou canst give no help, Do thou but call my resolution wise, And with this knife Ill help it presently. In the play both Romeo and Juliet tried to commit suicide but the Friar always use to stop them from doing such a treacherous crime. Friar Lawrence always trys to calm down situations like when Juliet died he tried to calm down everyone so that the funeral could take place. I feel that it was important that the Friar was a calm person because he would not have been able to prevent Romeo and Juliet from committing suicide. Besides that, in those days religion was important in society thus the Friar had a lot of influence, as it says For then thou canst not pass to Mantua, Where thou shalt live, till we can find a time To blaze you marriage, reconcile your friends. And In the mean time, against thou shalt awake, Shall Romeo by my letters know our drift, And hither shall he come, and he and I Will watch thy waking, and that every night Shall Romeo bear thee hence to Mantua. And this shall free thee from this present shame. Friar Lawrence had great extant of power in the society as he had many connections he was able to sent Romeo to Mantua and sent a messenger to him. Because the Friar had power of trust over the people no one could have ever suspected him in the involvement of Romeo and Juliets marriage therefore only the Friar could have carried out the duty of the marriage. However, it wasnt his duty to take fate in his hands. He carried out such a dangerous plan to reunite the couple which was not successful. I think the Friar should be blamed for carrying out such a hazardous plan, as it says, These violent delights have violent ends. Even though the Friar hoped that the marriage would end the feud permanently through out the play he says a lot of things that makes it sound like as he knows things will end up going wrong. Just because the Friar was the Man of God he thought to take Fate into his own hands, though in the end fate slipped from his hands, as it says, Suspecting that we both were in a house Where infectious pestilence did reign, Sealed up the doors, and would not let us forth, So that my speed to Mantua there was stayed. Friar John was not able to give the message to Romeo because of an infectious disease which out broken. It was an Unhappy fortune Friar. Due to the Friars carelessness the two lover birds were not able to spend their precious life together. To sum up, Friar Lawrence was a Franciscan Monk (Well a Friar is a Franciscan Monk, a man who is a member of certain Roman Catholic religious orders, who vowed to live a life of poverty). .ua240fb6c728690e79bc63ff84280f8ef , .ua240fb6c728690e79bc63ff84280f8ef .postImageUrl , .ua240fb6c728690e79bc63ff84280f8ef .centered-text-area { min-height: 80px; position: relative; } .ua240fb6c728690e79bc63ff84280f8ef , .ua240fb6c728690e79bc63ff84280f8ef:hover , .ua240fb6c728690e79bc63ff84280f8ef:visited , .ua240fb6c728690e79bc63ff84280f8ef:active { border:0!important; } .ua240fb6c728690e79bc63ff84280f8ef .clearfix:after { content: ""; display: table; clear: both; } .ua240fb6c728690e79bc63ff84280f8ef { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .ua240fb6c728690e79bc63ff84280f8ef:active , .ua240fb6c728690e79bc63ff84280f8ef:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .ua240fb6c728690e79bc63ff84280f8ef .centered-text-area { width: 100%; position: relative ; } .ua240fb6c728690e79bc63ff84280f8ef .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .ua240fb6c728690e79bc63ff84280f8ef .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .ua240fb6c728690e79bc63ff84280f8ef .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .ua240fb6c728690e79bc63ff84280f8ef:hover .ctaButton { background-color: #34495E!important; } .ua240fb6c728690e79bc63ff84280f8ef .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .ua240fb6c728690e79bc63ff84280f8ef .ua240fb6c728690e79bc63ff84280f8ef-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .ua240fb6c728690e79bc63ff84280f8ef:after { content: ""; display: block; clear: both; } READ: Romeo and Juliet: What is the dramatic significance of Act 3, Scene 1? EssayIn addition, Friar Lawrence had played a great role in the play as he was a confessor, adviser, priest, herbalist and Man of God. First of all, the first time when Friar Lawrence is presented to us we learn a lot from his speech about his personality, we discover that he is highly interested in nature and he was an herbalist. This was very vital for the play because if the Friar was not an herbalist then neither would he have given the potion to Juliet to fake her death. Friar Lawrence as a confessor was really important for the play because Romeo use tell him his secrets as he took the Friar as his father because in those days parent were not attached that close to their children, it was a tradition to employ a wet nurse to look after the child. If the Friar was not a confessor he would have not known Romeo secrets and also he wouldnt have confessed at the end of the play as he was a religious man. Due to, the Friar being man of God he would not have a good intention in marrying Romeo and Juliet. But besides that, I think that he married them immorally as their own parents were not aware of their marriage, he broke the trust of the society on him as in those days religion was very important for the society. On the other hand, if the Friar did not marry Romeo and Juliet they would have most probably committed suicide. Since, religion was extremely important the Friar had a lot of influence, he had known to be very trustworthy which thus he had a lot of power. Because of this no one could have ever suspected the Friar in the involvement of Romeo and Juliets marriage. Because he had power, he had many connections which made him able to send Romeo to Mantua and send a messenger to him. As I have mentioned above the role and importance of Friar Lawrence, I think that only the Friar was capable in marrying Romeo and Juliet because all his characteristics fitted in the play.
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