Hih Accounting Strategy Essay

I am exit to talk about HIH insurances Corporate story scandals. stage setting HIH insurance was formed as a small insurance beau monde in 1968. Its important business was to underwrite workers compensation insurance in Australia. The company expanded its operations into property, commercial and professional liability from the middle 1980s. During this period, it also moved into the UK and the US insurance markets. In the US, the focus was on workers compensation insurance. Public liability and professional indemnity insurance were its main specialisations in the UK.Corporate governance The HIH Royal guardianship Report attri just nowed the ill of the company to two key factors. First, claims arising from insured events in previous geezerhood were much greater than the company had provided for in its accounts, thus involveing to an enlargement of reported profits. This is known as under-reserving or under-provisioning. The flash factor concerns the elevate mismanagement of HIH through poorly conceived and badly executed encyclopaedisms. The insurance risks were non properly identified and managed.There was an environment where unpleasant information was out of sight from the Board or filtered or sanitised to reduce discomfort or un due question from the Board. And there was a lack of sceptical questioning and analysis by senior management, by the board and, arguably, by the auditors story issues Provisions for expected upcoming claims Evidence presented before the HIH Royal military mission indicates that the prudential margin approach is common industry practice due to the inherent uncertainties in predicting claims.Yet HIH almost always employed the interchange estimate and did non apply a prudential margin. The consequence was not only to take an overly optimistic view of claims provisions but to continually overstate reported earnings. Accordingly, if one assumes a lower sum of money of claims is likely to be do on outstanding polici es this will loosely make profits look more substantial than otherwise would be the case, given an inverse relationship between profits and provisions for next claims (that is, liabilities).According to Main (2003, p. 107) and Westfield (2003, pp. 38 and 43) the approach to profit determination at FAI and HIH was to chose a targeted profit number and to alter the provisions to effectively come at that arbitrary figure. Not only did this approach appear to dishonour the spirit of the accounting standard but it would eventually result in large losses being reported should real(a) claims exceed the amounts that were previously provisioned. Earnings management using reinsurance contractsHIH appears to have obscured its optimistic provisioning by get in into so-called financial reinsurance arrangements with other parties. Reinsurance is a process whereby a second insurance company, in return for a premium, agrees to indemnify a first insurer against a risk insured by the first ins urer in favour of an insured According to AASB1023, for a transaction to be accounted for as insurance or reinsurance, there must be a conveyance of risk to the reinsurer.The standard does not describe, either in qualitative or quantitative terms, what degree of risk transfer is required. Without examining the intricate details of the actual transactions entered into by HIH, these contracts, in effect, promised that no claim would be made on a specific reinsurance policy (Main, 2003, p. 115). The overall objective was to manipulation reinsurance to offset any likely increase in claims liabilities on the equilibrise sheet with a corresponding recovery under a reinsurance contract. method of accounting for goodwillIn acquiring the shares of FAI, HIH gave consideration which, in total, amounted to $300. 5 gazillion. This acquisition was initially recorded in 1999 in the consolidated financial statements of HIH as comprising $25 million of net tangible assets and $275 million of pu rchased goodwill. Subsequently, another $163 million of FAI-related goodwill was added to this intangible asset account so that by the grade 2000 this goodwill account had a balance of $438 million (HIH Royal Commission Report, 2003, Section 7. 1. 4).Justice Owen contended that the goodwill adjustments (and reinsurance transactions referred to earlier) became techniques for concealing under-reserving problems inherent in FAIs insurance portfolio. Conclusion In conclusion, HIH insurance has several factors lead the company collapses- 2 corporate governance problem and 3 accounting issues. under-provisioning and mismanagement are two factors of corporate governance. Provisions for expected future claims Earnings management using reinsurance contracts and Accounting for goodwill are 3 factors of accounting governance.

Miseducation of Filipino Essay

Prof. Renato Constantino, in his essay entitled The Miseducation of the Filipino, writes about the coming about of the miseducation and the consequences of such(prenominal) action in the lives of the Filipinos, then, now, and perhaps the future. Promoting and imposing the unFilipino identity in Filipinos was the miseducation that Americans pursue during the time when they posed as a benevolent ally to the Philippines, and they turn out victorious indeed because they had completely subjugated the Filipinos, both in minds and in hearts.Education is a very vital factor for ones development. And as we all know, through education, ones mind is shape because of the teachings, ideas, and values taught to him. Due to this fact, its sole(prenominal) either of the two that get out happen the person will become productive provided that he was taught with the justifiedly things, or, the person will become otherwise since he acquired negative things. Personally, I learned and realized many an(prenominal) things about the history and relationship amidst the Americans and the Filipinos upon reading this paper.It is quite intriguing what the main reasons really were the Americans in pickings power over the Philippines. Was it for the good of the Filipinos or the Americans good? Whatever it was, they succeeded in almost every aspect of conquering the land because they knew the most hard-hitting way to subjugate Filipinos minds by controlling our education. They created a new propagation of good colonials, the unFilipino Filipinos. The indigenous ways of life of Filipinos had been changed to the American way of life.That was erroneous because certainly, America and Philippines vastly differed from each other in so many ways, and therefore, their ways of life based on their differing needs should be exclusively different. But the Americans insisted on creating a carbon-copy of themselves in Filipinos through the imposition of their oral communication in their educati on. I went to elementary and high school in the Philippines, and I know for a fact they used both English and Tagalog as the media of teaching.In the long run, I think this resulted in both unconditional and negative ways positively, because I was uprooted to the U. S. and I was able to use the fistful English I know to communicate with others, and negatively, because as I experience just realized, I feel the impediment in my thought make because I cannot think consistently in one language. All in all, I liked this piece because it reiterates the importance of education to not only produce literate batch but also to produce people who would use that education to better their nation.

Learner Analysis Essay

Background Summary safety valve nurses and feather Paramedics perform as elements of an aero medical exam junto on helicopters (rotor wing), and airplanes (fixed wing) aircraft, providing for in- shoot instruction and mission for tot totallyy types and ages of affected roles. Responsibilities of this job admit the planning and preparation of each leak, to hold such things as safety, evaluation of an individual long-sufferings in-flight necessarily and request of appropriate medications, supplies, and equipment to provide continuing tending from origination to the cultivation facility. They act as liaisons between facilities during an interfacility transport and from scene location to suffering center during medical and trauma related emergencies. They alike initiate want treatment in the absence of a physician during in-flight medical emergencies. Flight nurses and flight paramedicals amaze educate in mechanical ventilation, hemodynamic support, vasoactive medi cations, airway, and other intensive dole out skills.Most air medical businesses expect nurses to receive at to the lowest degree 2 to 5 categorys of experience in mite or diminutive bang units, and the more trauma experience, the reveal (flightnurse learning.com). This mode nurses that beget a proven ability to manage multiple patients with immensely different conditions, as well as being able to find split-second decisions about patient c atomic number 18 with maximum attention to patient compassionate and safety. Flight paramedics argon anticipate to collapse a minimum of triad old age current experience as a paramedic on an advanced life support team and/or scathing interest transport team. Both of these utilisations may have to tend to multiple critical cases all at once, so it is important that he or she have the skills to cope with high stress situations. Even though those hired into the office of a flight nurse and flight paramedic come into the role wit h a core background in critical c atomic number 18 and expected take aim of beggarlyline acquaintance,higher level of autonomous critical thinking and rapid decision making is a new skill encountered for many a nonher(prenominal) coming into this role.A well- incorporate raising computer computer programme is an integral part of move a strong foundation to build the necessary association nursing home needed to assure both a flight nurse and flight paramedic are prepared to perform in their role as a crowd main(prenominal)(prenominal). Approximately six years ago a well-structured caboodle principal(prenominal)tain discipline program was in place that offered for self- beent and structured learning that imparted all clustering atom 2 (CM2) to run the necessary skills and experience expected to hold a position of cabal political boss. These modules covered areas of navigation, communications, safety, aviation, critical thinking and incorporated culture ma terial, practical exercises, quizzes and hears which the CM2 worked with and through in a systematic serve well. At the issue of the train module the caboodle member then went through a question closure board (QAB) process. In the QAB, the junto member was asked a series of questions by a board consisting of a mob chief, clinical manager, pilot, medical handler and given multiple scenarios. If the QAB was completed successfully the CM2 then advanced to shape of a crew chief. Current State of ProblemCurrently a structured gentility program that assures all flight nurses and flight paramedics commence this baseline level of knowledge that is expected of those in the crew chief role does not exist. The current practice is the assumption that all CM2s obtain the skills and knowledge necessary by reaching their seventy 5th patient transport. This tuition plan does not allow for the structured spoken language of expected skills and knowledge nor does it allow for a baselin e competency to be demonstrated before being promoted from CM2 to crew chief. The current process was put together into place to meet the change magnitude demand for facultying experience by the telephoner during a rapid growth period where eight bases turned into cardinal in four years. This current process put into place at this clock did allow for rapid streamlined breeding of new staff tho it failed to take into account quality over quantity. This new process has resulted in CM2s being promoted to the level of a crew chief without the necessary knowledge that is expected of this role as fit(p) by the management. Goal State in all crew members at CM2 status go through a structured crew chief learning program. This training lead allow for the de have a go at itry of consistent, well-structured necessary skills and knowledge. A well-structured training program will assure that all flight crew who obtain crew chief status will have obtained the same base of knowledge and will have all demonstrated the same level of in demand(p) competence. Learner AnalysisDemographic InformationThe instructional setting is in the first place on the job training information gained through the work patient care transport environment via ground, rotor or fixed wing aircraft. Nurses and paramedics work as partners in patient transport. This team configuration arsehole be 2 nurses, or one nurse and one paramedic but at all times one team member must be a nurse. The third person at the base is the pilot in command, who does not provide any patient care but does and place assist in aviation and safety training. These teams are on shift stationed at their assigned base for a 24 hour period of time where training through simulations, reading, and discussions will transcend during non-patient transport times. There are 16 bases in the society find in California, Texas and Oregon. There are 8 full time medical crew assigned to each base and an additional 2-3 part ti me staff at each base.Age of paramedics and nurses range from 27-61. English is domestic language spoken by all medical crew members. educational levels in addition to holding an accredited paramedic license or registered nurse license are ranging from associate degree to doctorate. wholly Registered nurses in the strength have received specialized training in critical care, trauma and hold specialized certificates in these areas. All paramedics in this capacity have also obtained additional critical care related training and certificates. Both the nurses and the paramedics receiving the crew chief training have been employed with this company in the flight role for a minimum of 1 year and have obtained the CM2 status. The content area is focused on five areas to include aviation, safety, communications, navigation, and critical thinking. All medical crew have obtained the basic level of training in these areas have been deemed CM2 which puts them at novice status which deems the m adapted to safely complete patient transports. The crew chief level of training is aimed at bringing crewmembers from novice to upright level. Prior knowledgePrior knowledge of all who will receive the crew chief training are those who are at the current CM2 level. They have been workings in the capacity as flight nurses or flight paramedics at this company for a minimum of 1 year and have been on at least 75 patient transports. 25% of the total crew members have introductory experience working as Flight Nurses or Flight Paramedics at another company 10% of the flight paramedics have prior flight crew experience through the military prior to coming to this company. Those crew members who achieved crew chief status per the current sit down will be given a baseline written sagacity and go through a crew chief QAB. Those who pass these two items will remain at the status of crew chief and those who do not pass these assessments will complete a bridge crew chief training progra m, focusing on those areas of the training they did not pass during their assessments. A written assessment and QAB will be repeated at the conclusion of the bridge training. All crew members surveyed have positive feedback regarding this proposed process. gateway Skills RequiredEntry level skills required to the crew chief training is to be a CM2 and to have successfully passed the CM2 questions answer board. Successful completion of CM2 training demonstrates successful objectives completed as utter in the CM2 training. In addition to CM2 status all crew members must have obtained a national certification. National certifications the nurses may obtain are critical care registered nurse (CCRN), care flight critical nurse (CFRN), or prove emergency nurse (CEN). These are each a 100-150 questions tests that are schedule to be taken at independent test centers as find out by the certifying agencies. The CM2 must also be in good rest with the company meaning no disciplinary actions in the crew members individual(prenominal) file in the previous six months. Attitudes and MotivationThe majority of the flight nurses and flight paramedics are very driven intense people with a high desire to obtain the crew chief status. Primary penury comes from the desire to obtain the title status of crew chief and the change magnitude pay rate of 5% per hour. Secondary motivation is the drive that comes from inner motivation to achieve additional training toreach expert level knowledge in this field. Current attitudes towards training are positive with an irresistibly stated desire to have a more structured training program with higher standards and rigor needed to become a crew chief. Based on the annual employee survey one of the indicators as stated by employees to improve morale is for a more structured and pie-eyed crew chief training program. Unique Characteristics and Learning StylesThe majority (70%) of the learners expound themselves as learning best through doi ng. Those who stated they learn better through hands-on and learning state reading, watching or earreach the learning material is helpful if they can then have additional hands-on training through simulations or live on-the-job situational experiences. some other 40% of learners said they were not sure how they versed best but felt having access to the material in writing or reading to be studied was very helpful. All learners wanted tangible resources functional such as protocols, standard operating procedures, drug calculators, and other tools that could be obtained through electronic means such as their phones or IPADS to be accessed as needed during simulated training and live patient transports. accord to Kolbs heavy(a) Learning Styles larges have four distinct ways of pet ways for examining, analyzing and integrating new knowledge. Converging (doing and thinking), diverging (feeling and watching), Assimilating (watching and thinking) and accommodating (doing and feelin g).In the VARK model Neil D Fleming described the primary ways adults teach new knowledge the favored learning styles. In this VARK model 41% are kinesthetic learners, 16% visual, 25% auditory and 18% readers. man member feedback of preferred learning styles and research based evidence regarding preferred adult learning styles appear to correlate. This will allow support from management to build a new crew chief training program that will be based in the delivery methods that will allow consumption of material to be presented through the desired learning styles of adult learners. Unique characteristics of this group of learners is their collective attitudes and internal drive to desire a more rigorous and structured training program with an extreme minority of the crew members desiring to hold title of crew chief without demonstration of knowledge and skills required. It will beimportant to build a training program that accommodates all of the stated learning styles so as to use the crew members desire for the training to have a merchandise that matches in quality and desired outcome of trainees. AccommodationsAccording to Gregg, Talbert and Lentz (1999),An appropriately selected instructional accommodations not only provides equal awareness to learning opportunities but also minimizes the learners likelihood of failure. Appropriate educational accommodations are determined by taking into account the adults unique trend needs. All crew members have demonstrated a prerequisite knowledge required to begin this training through successful completion of the CM2 training. All learners are primary English language learners without physical disabilities as this is a requirement to obtain the role of flight nurse or flight paramedic in this company. The accommodations that should be considered for this training program is one that utilizes all learning styles to ensure the best possible success by all those beginning the training program. Performance ContextManag erial SupportLearners can expect full organizational support in the training process. integrity of the top goals of the organization as identified in their Strengthen from inside Plan is to re-build and strengthen a training strategy that will allow for employees to have a structured, well planned out, standardized training program. Employees have overwhelmingly voiced concern in the area of clinical training with regards to the crew chief training in the annual employee survey and through the Best of Practice Suggestion Forum. Management has acknowledge the priority of a structured crew chief training process lost priority in recent years stating it has been likely to the rapid growth experient by the company in the last 5 years and with this comes a need to recruit employees bring them to novice status in sight to staff new bases.This has caused an oversight in strengthening crew chief training which brings employees to that of expert level in the field. Management has also ac knowledged that current process that was put into place approximately 6 years ago which brings a CM2 to crew chief status via a CM2 finish 75 patient transports and obtaining a nationalcertification has fallen defraud of hopes and expectations for this modality of crew chief training. All management are in agreement a more structured training program is needed. All would agree that the skills learned through a structured crew chief training program bring medical flight crew members from a novice to an expert level which translates to superior patient care, superior guest service, which lead to strengthening of the company as a whole. Physical Aspects of the internet siteThe crew chief training takes skills learned by flight crew members during their CM2 training program and adds depth, strengthens critical thinking and problem solving processes and brings a CM2 at novice level up to crew chief which is considered expert level. This training will take place while the crew member is on shift. Training will occur via reading material, videos, discussion with preceptor, clinical manager and base manager, scenarios through case studies and live demonstration during patient transport. The CM2 will be required to complete a written test and sit on a QAB at the end of the crew chief training Process. All required training materials and equipment will be operational at each of the 16 bases in the company. Base managers and clinical managers will work with the preceptors to assure all materials and equipment will be kept at each base, kept current with what is being used in live environment and kept in working order. Social Aspects of the SiteIn the performance setting, medical crew members work in teams. The teams always consist of two nurses, or one nurse and one paramedic. The third team member is the pilot who are not involved directly in the patient care. Medical crew members work in teams independent of direct supervision of a supervisor. Supervisors such as clinical managers, base managers and a medical director are always available by phone 24 hours a sidereal day 7 days a week as needed by the medical crews. The skills obtained in the Crew Chief training will not be being utilized by the medical crews for the first time. umpteen of these skills learned will have already been used by the crew members in the crew chief training as much of the training had already been presented to some degree during the CM2 training.It is possible that some patient care skills learned by CM2 and again as crew chiefs will have onlybeen completed on mannequins in simulations and not on live patients until that patient condition presents itself. These skills are referred to as infrequently used skills and are practiced routinely by all medical crew members in the company. Those receiving initial first time skills and knowledge in their role are the crew member 1 (CM1) team members who are gaining the on-the-job training needed to achieve CM2 status. In these instances a CM1 is always assigned into a work partnership with another crew member who is at least at the CM2 status. Relevance of Skills to WorkplaceAll skills learned in the training will relate directly to all skills utilized in the certain workplace. There are not current perceived physical, social or motivational constraints. Crew members are highly motivated to have structured crew chief training payable to the relationship between skills learned and skills used in work environment. High motivation also exists due to the desired status achievement of crew chief and due to the increased monetary stipend received.ReferencesFleming, N.D. and Mills, C. (1992), Not Another Inventory, Rather a particle accelerator for Reflection, To Improve the Academy, Vol. 11, 1992., page 137. Flight Nurse Training. (n.d.). Flight Nurse Training. Retrieved may 8, 2014, from http//www.flightnursetraining.com Suggested Considerations Regarding Accommodations. (1999, January 1). Suggested Considerations Regarding Accommodations. Retrieved may 8, 2014, from http//kairos.technorhetoric.net/7.1/coverweb/grover_hendricks/accommodations.htm Wikipedia, the free encyclopedia. (n.d.). . Retrieved May 8, 2014, from http//en.wikipedia.org/wiki/Main_Page Workplace Training and Education Adult Learning Styles. (2013, January 1). Workplace Training and Education Adult Learning Styles. Retrieved May 8, 2014, from http//tribehr.com/blog/workplace-training-and-education-adult-learning-styles/

A Surrogate Motherhood, Pros and Cons

A Surrogate Motherhood, Pros and Cons A replacement stick means a woman who agrees to take in a minor for a couple who be childless because of infertility or non able of having a child due to a number of physical dilemmas. The procedure engages artificial insemination method, whereby the preserves sperm is transferred and the deputy arrive accepts it. That is why the refilling mother is still considered as the real mother of the child. However, in case of gestational surrogacy, the wife is fertile still not competent of giving let due to mostwhat medical problems, it is called in-vitro impregnation technology.The wifes nut and her husbands sperm argon used and the resulting embryo is transferred into the uterus of the surrogate mother. The pattern of surrogate motherhood is becoming very genuine way of infertile couples to have a child of their own. Although it is an act of love, it likewise involves financial aid. Surrogate mothers be obviously paid for bearing a child inside their wombs. A couple who wants to hire a redevelopment of a surrogate mother must also consider the pleasant of personality of the surrogate mother. We all know that the genes have larger meat on the babys personality someday.Another very important strand for the rise in surrogacy is the progression in medical technology. It is more ensure and successful unlike other medical technologies available. However there are some authorized and clean issues aweed with surrogacy that needs to be discussed. reasoned procedure The process for becoming a surrogate mother is not easy. There have to be convinced medical tests such as Hysteroscopy, this kind of test is done to make sure if fallopian tubes are tidy up or not, and physical conditions of the uterus is also take in consideration.Before the fertilization process, the surrogate mother should know her legal rights and before signing a contract, a service and a legal adviser or lawyer is necessary to make sure that the right of the surrogate mother pass on not be neglected by the couple involved. Ethical issues Surrogacy cognition brings quite a lot of controversies, although things are changing with period. Some of them are the surrogate mother may decide to take the baby without the concern of the couple involve. Surrogacy could be considered as human trafficking. Percentage of the society that accepts the concept of surrogacy.Sometimes, guilt arise to the surrogate mother and the emotion enclosed in it arise when you least expect it. Especially, if there are papers and coin issue involves in the process of surrogacy. In spite of the authorized and moral issues concerning surrogacy, still it is a new hope for childless women and family around the humanness which they cornerstone have through surrogate mothers. Deciding on Surrogacy Surrogacy makes it contingent for childless couples to have a child with genes from any one or both of them. This is why couples often choose surrogacy ov er adoption.Surrogacy is a operable option for couples when one is infertile, when the woman may be fertile but unhealthy to bear a child, or for gay couples. One of the disadvantages of surrogacy is the emf emotional and psychological roller-coaster rides couples go through. Furthermore, they also have to deal with seek to convince family members and close friends that this is the right thing to do. The couples may take a while to assess their situation and consider all the factors before they sewer make their final decision, which can take a toll on their daily lives.Surrogacy is a very controversial subject. Some religious organizations preclude their members from participating in surrogacy, no matter how desperate they are to have a child. Whatever the reason that couples might consider surrogacy, they must carefully weigh the pros and cons before proceeding. There are different factors that people who are considering surrogacy have to go through, from the time to decide w hether they would go forward with it, to choosing the surrogate mother, the procedures involved, the fees required and the overall time frame.Each of these factors has its own pros and cons. Why is it that every time someone mentions the topic of surrogacy, giant waves of powerful emotions come washing in from both pro and con surrogacy camps? One of the reasons is that surrogacy is balancing on a very sharp ethical edge when mixing the perceived unspeakable process of reproduction and having children with work and money. Many people believe that these twain domains should not mix. Im neither pro nor con surrogacy. Im just interested in exploring the philosophical and emotional dimensions of the ethics of surrogacy.I will now present the pros and cons of surrogacy. I will not comment on them or judge them I will just list them and then leave the opinion make of the ethics of surrogacy open. Pros Surrogacy allows a woman to give the gift of parenthood to a couple who would otherwi se not have been able to experience it, either due to infertility or inability to adopt a child. In some cases, the surrogate can also obtain monetary hire for her services. Cons Surrogacy involves a lengthy and medically invasive process for the surrogate mother.It can also involve guilt on the part of the surrogate mother for giving up her baby in some cases, this guilt leads to the surrogate changing her mind. Additionally, there are a myriad of legalities involved. Having a surrogate mother Pros No physical pain of child birth. No expectant belly being in your way all the time. Still be able to work. Cons No experience of the full pregnancy first spend Constant worry about what the surrogate is doing. As a finale I want to give my opinion, surrogacy is a good way for some women to help others that can not have a baby.Before deciding to plight surrogacy as an option for having a child, its wise for couples to spend some time considering both the pros and cons of the issue. Surrogate motherhood enables infertile couples to have children and complete their parenthood dream. Many infertile couples turn to surrogate mother kind of than to adoption. The reason is because surrogate motherhood is a better form of pick than adoption, as surrogate motherhood ensures the child is biologically related to the delegation parents.References The ethics of surrogacy womens reproductive labor. Journal of medical ethics, 1995 21 345-349 http//www. ncbi. nlm. nih. gov/pmc/articles/PMC1376831/pdf/jmedeth00299-0027. pdf Ethical Problems surround Surrogate Motherhood http//www. yale. edu/ynhti/curriculum/units/2000/7/00. 07. 05. x. html Wisegeek. com http//www. wisegeekhealth. com/what-are-the-pros-and-cons-of-surrogacy. htm

Compromise of 1877

AP US History Even though compromises and agreements look straight forward, the parties involved ordinarily pick up ulterior motives. The Compromise of 1877 was consisted of a few main point. It called for the withdrawal method of all federal soldiery from the southern, supported internal improvements in the South and promised to appoint at least one southerlyer to the cabinet. Also it gave conservative Southern Democrats some control over their local patronage and gave the South a free hand in race relations. Many may have seen these details as a way to mend the country second to achieveher, however it was really just a despiccapable plan.Although the Compromise of 1877 was victorious in burying sectional tensions, in reality, it was a cynical semipolitical breed be rationality it was a fraudulent election, white conservatives maintained index, and blacks became disenfranchised. During the election of 1876, political improprieties between Tilden and Hayes caused tensions b etween the two parties. The Republicans thought they could once over again use the tactic and political stand of waving the bloody shirt, which had secured their victories for the past times two presidential elections.Unfortunately for the Republicans, American takers had forgotten the Civil War already, and Tilden win the popular vote over Hayes and led the electoral vote 184 to 165. The winner was not decided yet because 20 votes were disputed by the Republican governments in South Carolina, Florida, and Louisiana. Resulting from the miscommunication and corruption on both sides of the ticket, sexual intercourse had to form a special commission comprised of 5 members from the Senate, House, and Supreme Court. It was decided that exactly seven Democrats, seven Republicans, and one Independent would be allowed, to control the commission neutral.The Republicans, desperate for a win, devised a plan to have the plainly independent justice on the bench elected into the Senate by his call cut downs legislature. When he resigned to assume his new position, all of the remaining justices were Republicans. The vote came in with the Republicans winning by one vote, moment all 20 remaining electoral votes were given to Hayes. This scheme cause turmoil between citizens, and it proved that the government would do whatever it could to get what they wanted, even if it meant a scam.Also, the Compromise of 1877 was just a way for white, masculine conservatives to stay in power. By writing this Compromise, these powerful, WASP men were able to get what they wanted in addition to satisfying the needs of the some other party. after(prenominal) all was said and done, the Republicans received the White House, and in return, the Democrats were awarded a spot in Hayes cabinet and the removal of federal troops from the south. With both parties temporarily happy, they silently agreed to ignore the rising occupation of southern blacks.Both parties sacrificed blacks as they challenged the racial system. The ability for the white conservatives to maintain power while manipulating the political system demonstrates that this election was another derisive movement by conservatives. Finally, with the Compromise, the blacks became disenfranchised. After the Democrats failed to fight for the rights of the blacks, they were just left out in the dust. The government implemented literacy requirements and poll taxes so that they could prevent them from voting.They also certain the system of tenant farming and share cropping, which significantly decreased their wages and they plunged into economic poverty. They introduced legal systems of racial segregation and it made living for these muckle harsh, cruel, and near impossible. Finally, there was a significant rise of mob lynchings. This was overdue to the blacks who decided to challenge the racial system. All of these examples show how the blacks were put down in order to keep them out of the way, and they j ust became another ordeal in the political deal.In conclusion, the Compromise of 1877 was a cynical political deal and was unsuccessful in burying sectional tensions. Between the election fraud, the fastness of conservatives maintaining power, and the blacks being sunk down back to the bottom, the Compromise was a ostracise for the country all in all. Many thought it was a validatory and could mend us back together, but we eventually found its faults. After nearly four months of angry uncertainty, filled with blatant fraud, violence, and fears of renewed accomplished war, the nation finally (Morris Jr. 15) found its ulterior motive and tricked a nation.

Declining Fish Stock: over-Fishing the World’s Oceans

The worlds marineic super search populations argon disappearing at an alarming rate and liquidation is a growing concern. An estimated 90% are already gone and the topographic point result continue to get worse if drastic measures are not taken (University of Phoenix, 2007). Even though the fishing industry impart suffer, preservation methods should be started and enforced concisely because large fish populations are endangered and their habitats are being destroyed. Various netting techniques not scarce deplete fish populations, but to a fault destroy habitats for umteen of the navals species including castts and animals.Growing world populations and commercial fishing have placed an evoke demand on the oceans. Drastic steps should be taken soon to allow fish populations to regenerate and to sustain the numbers necessary to prevent the oceans natural balance, and to generate the worlds growing human population. travel should include conservation methods enforced b y the United States (U. S. ) government, development of spacious fish farms, and cooperation from early(a) countries world-wide. Implementation of such measures forget require dynamical efforts from several organizations.According to Jeremy Jackson of the Scripps Institute of Oceanography, the damage to the ocean is almost fill out but can be reversed (Wiley, 2000-2009). In an effort to crop this issue to the forefront and gain tin, a plan must be devised and presented to refer groups. In developing the plan, certain action positions must be developed and completed prior to monstrance to the National Oceanic and atmospherical Administration (NOAA) and the Environmental Protection Agency (EPA). The NOAA and EPA are strong influences on governmental policy and the public.Action Item One Within nine months, strikek regarding the effects of over-fishing large fish populations in the worlds oceans exit be conducted. Endangered species and habitats exit be identified. Resear ch facts and concerns regarding the current squeeze on the environment and effects of the continuation of practices go out be documented. commercialised fishing techniques and their impact on fish populations and habitats entrust be outlined, on with other statists related to marketplace demands and commercial fishing industry economics.Research give also include conservation and sustainment statistics and other information to support new and innovative ideas regarding fish kingdom. Environmental issues related to fish farming leave also be identified and addressed. Locations for fish farms and the resources filmed leave alone be detailed along with funding issues. Fishing industries and human populations that pass on be most impacted by the plan bequeath also be identified. Action Item Two Within three months pursuit the completion of the research portion of the plan, a presentation allow be developed.The presentation will include the purpose of the presentation and t he urgent need for action will be explained. The purpose of the presentation is to urge the NOAA and EPA to develop and implement the Healthy Oceans Act to improve and sustain the oceans. According to the vivid Resources Defense Council, A Healthy Oceans Act would provide a theme vision for protecting, maintaining and restoring oceans while encouraging the development and implementation of local ocean plans, (para. 10, n. d. ).Continuation of current practices and the lack of conservation efforts will result in devastate consequences. Industry changes will be addressed along with a plan for displaced workers. As part of the plan for fish farming, black cat can be educated and relocated to areas where fish farms are developed and maintained. Fish farms will aid in marine repopulation efforts, provide jobs for displaced fishermen, and provide an alternative fare source. Arnold (2009) states, Some scientists say the answer is a massive growth of fish farming a so-called blue revol ution to help feed the planet (para 2).Action Item Three In tandem with action item two, this action item will also be conducted due to the length of time it will take to pull together the target hearing for viewing of the presentation and will be ongoing up to the schedule particular date. The target audience includes key individuals from the NOAA, EPA, and various other environmental organizations in the U. S. These organizations are influential in Oceanic environmental issues, have ofttimes influence in local and global policies, and have far-reaching educational programs already in place. Action Item FourIn month nine or when the date is set with NOAA and the EPA, informational packets and invitations will be created and distributed to key environmentalists to persuade them to attend. Names of key environmentalists will be identified and invitations sent through month 12. The improver of key individuals will serve two purposes. The first purpose is that they will bring to t he brush their experiences with local issues, monetary concerns, and objections. The second reason is that they will be able to contribute their own ideas of how the implement the plan and what will work best in their areas.Action Item Five Prior to the meeting date, attendance and the location of the meeting will be confirmed. Reminders will be sent to all attendees along with pertinent information. Equipment will be assessed and the presentation completed. Objections to the plan will be anticipated and addressed in a question and answer session. Perception of the Plan and Effects The plan will include specific recommendations for placing at least 40% of the oceans strike limits for the adjacent 15 years (Natural Resources Defense Council, n. d. ). After 15 years the off limits zones will decrease to 30% and be maintained indefinitely.Environmentalists will see the necessity of the plan based upon the decreasing fish populations and degradation of habitats for other marine plan ts and animals. They will also be concerned about befoulment generated by fish farms. Innovative ideas regarding the reduction of pollution will be presented. Commercial fishermen will be hurt the most and objections from industry fishermen will be strong. Fishermen have spent their lives fishing and with that in mind, opportunities for training, funding, and employment will be made available.Other Problems Caused by Commercial Fishing Commercial fisherman cause other problems to the marine populations by the way they aim fish. They catch many other animals unintentionally in their nets called bycatch (University of Phoenix, 2007). Additionally, they destroy many habitats by net-dragging and contribute to water pollution during their processes. Laws should be developed and enforced regarding bycatch and what should be done with the unintentional catch before they are destroyed in the process. Community EffectsThe creation of underwater parks or fish farms will create more jobs in coastal communities and for displaced fishermen. Lifestyles changes will affect fishermen the most and perhaps they will realize a financial loss on expensive equipment. Additionally, many of the areas where their fishing has been successful will be made off limits which will also cause financial losses.?University of Phoenix. (2007). Declining Fish Stock VLR. Retrieved October 10, 2009, from University of Phoenix, week Six, SCI/275 Water Resource Plan.John Wiley Sons, Inc. (2000-2009). Visualizing Environmental Science, Chapter 11. Retrieved October 10, 2009, from University of Phoenix, Week Six, SCI/275 Water Resource Plan. Arnold, Chris. (2009). Feeding the World with Deep-Sea Fish Farms. NPR. Retrieved October 10, 2009, from http//www. npr. org/templates/ write up/story. php? storyId=5291579Natural Resources Defense Council. (n. d. ). Reviving Our Oceans. Retrieved October 10, 2009, from http//www. nrdc. org/water/oceans/policy. asp

Factors Affecting Customer Loyalty on Banking Service

Factors Affecting Customer Loyalty on Banking utility A case of Hong Kong Shanghai Bank Commercial in Ho khi Minh City, Vietnam Dec 22, 2011 0 263 pic picpicFACTORS AFFECTING CUSTOMER LOYALTY ON BANKING dish A CASE OF HONG KONG SHANGHAI BANK COMMERCIAL IN HO MINH CHI CITY, VIETNAM Related Articles Luxury Travel Vietnams Tour Featured in Ind unitarysia Travel Magazine Corporate globalization and human rights ab go fors in the sweatshops of pakistan, ind iodinesia and vietnam M1 Carbine communications In Iran Bui Thanh PhongGraduate School of art, Assumption University ABTRACT This sign on examines the birth amidst selected factor outs ( soft touch pic, companionship, comprehend range ecstasy, perceive centerfield work forest, accessible call for and friendly repose) and guest inscription of HSBC in Ho chi Minh City Vietnam. The tec surveyed on 400 respondents who had experience to use HSBC banking armed returnss. The sampling procedure apply judgment sampling and public convenience sampling. The tec used the Pearson Correlation compend tool on this research.Descriptive statistic was used to provide the mean and percentage of demographic characteristic and other variables of theater of operations. Result indicated that filth image, companionship and perceived table operate joy does play a mediating role in the effect of node obedience in banking religious expediency. The cause of a number of demographic forefingers on node loyalty be akinly reported. INTRODUCTION Loyalty factor is considered as key value of trade strategy in the banking work and others (Kotler, 2004). It also helps bank to gain the profit and reduce tradeing cost.In precedent times, mevery banking improvements ar aware of understand print image, assistant eccentric and client satisfaction which are accepted as a key determinant of client loyalty (Payne, 1993). The clients are hard to depict and difficult to retain because it is not comparatively easy for guests to switch their handed-down operate suppliers (Philip, 2002). Loyalty factors are an organizations intimately reliable victory indicator (Zeithaml and Bitner, 1996). Also, this increased customer loyalty lay near help lower marketing costs, solicit much customers, and effectively operate trading leverages (Aaker, 1997).Additionally, the loyalty customers flex an advocate concept for the usefulness bunghole be delimit providing supportive pipeline, barrackation the profit to other, encouraging others to use serving and defending the portion provider and generate higher corporate profits (Reichheld et al. 2000). As the market becomes more competitive advantage, many companies loved the importance of retaining current customers and lead some initiated grade of activities to improve customer loyalty (Rosalind and Audrey, 2007).Faced with this situation, some attend providers generate considered to the timber standards in their voc ation such as ISO 9001. Actually, the emolument providers bath get the big profit from those standards and loyalty customers. Any operate industries are banking, restaurant, hotel, beauty the service of process break satisfaction is really considered as a ticker value to affect and master(prenominal)tain the loyalty customers. 1. To study of the hearty blood mingled with friendly affinity and customer loyalty. 2. To test the family in the midst of dent image and customer loyalty. 3.To find out the epoch-making human relationship between service realize satisfaction and customer loyalty. 4. To lay down an understanding of the significant relationship between perceived meaning service and service counter satisfaction. 5. To analyze the significant relationship between affable consider and perceived means service. 6. To determine the significant relationship between well-disposed nurse and perceived core service. RESEARCH OBJECTIVE The inclination of this stud y is to develop and implement a method for banking service to expose attri moreoveres that bequeath increase customer loyalty.The tec will determine helpless/ in strung-out variables whether or in that respect are relationship between the factors below. The research worker would try to explain why customers realize loyalty with HSBC bank. This is six objectives the researcher would try to study the relationship between the factors effect to customer loyalty. literary productions 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 ordained attitude towards the service provider.The loyal customers are less likely to switch because of price and they make more purchases than exchangeable non-loyal customers (Reichheld and Sasser, 1990). Loyalty customers will also help to promote and share companionship with their friends about the service provider. They will p rovide strong word-of-mouth, create business referrals, provide references and serve on advisory boards. The loyal customers are served as a 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 get a wider variety of the products and by making more frequent purchases. The loyal customers had more purchasing run than non-loyal customers (Bowen and Shoemaker, 1998). And other researchers have theorized that service visit satisfaction, customer loyalty and profitability are link up (Zeithaml et al. 1996). serve well adventure happiness traditional way described the service find out satisfaction as the fundamental fundamental fundamental 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 the dyadic interaction between a customer and service provider (Surprenant and Solomon, 1987). It has also been vexed to jolt prospicient customer relationships as healthful as general satisfaction. wait on Encounter Satisfaction is distinguished from overall satisfaction and it has been defined as dis/satisfaction with a service encounter (Bitner and Hbbert, 1994). Additionally, customer relationships are built and destroyed which found 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 frolic or contentment felt by the customers, the moments from ability of the service accomplish the customers desires, expectations and customers needs in relation to the service (Philip, 2002). assistant performance takes drive in what has been termed the service encounter the time frame during which consumers in a flash interact with service providers (Czepiel e t al. 1985). All element of an encounter activities such as the facility, hold times, and service personnel are considered service encounter rat physiqueVarious definitions of a brand appeared in the marketing literature. The brand as a name, term, sign, token 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 trafficker designs business card, company website, name, logo to send a clear meaning of company to their stakeholders and customers that is a merger and equal. According to Lafley (2009) interpreted that We continue to spend in our core strengths.Firstly, we dont skimp on understanding the customer. Second is innovation. third is Brand Image Were delivering more messages to our customers. In order to be successful, images and symbols must(prenominal) relate to, and indeed, exploit, the needs, values and life-styles o f consumers in such a way that the meanings mired give added values, and differentiate from this brand to other brands (Broadbent and Cooper, 1987). From this statement, the researcher can recognize the heavy 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 deportment regarding brand preference, brand attitude, product purchase decisions, customer satisfaction, and repurchase intention (Graeff, 1996 and Sirgy, 1985). knowledge The customers perceptions of brotherly density are service employee as evidence of the degree of acquainted( predicate)ity, self- disclosure and sonority (Gremler, 1995). Loyalty can be increased throughout personal friendship (Kokko and Moilanen, 1997). Two relative outcomes are considered to associate with friendship to be informality and respect (Argyle, 1992). At currently, friends can be distinguished such as online friends, offline friends, old high educate friends, workmates, organization, family and the great unwashed met at parties.The modern formulation of friendship as essentially personal, private, voluntary, un-specialized, informal, and non-contractual echoes our cultures 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 rearation is acknowledged utility as the basis for one type of friendship, fundamental in some respects, but the traditional way has the most limited or underdevelopedReceived Core Service Quality perceived core s ervice feeling is quality products or operate which are provided by the company. it offers to exceed the customer expectations. In late(a) study, service quality is considered from the view point of the customer who is estimated of the service outside customer and the efforts have steeringed on identifying of 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 operate. Zahorik and Rust (1992) implant 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 property and behavior intentions (Hennig and Klee, 1997). The subject of service quality has been ca nvas and debated over the past two decades.The importance of managements ability is understand how service quality and appropriately measurement, the posterior 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 drop behind 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 project 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 (Bar nes, 1997).When the customers perceived that the employees take divvy up 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). forward study has been especially focused on analyzing the effectuate 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 genuine respect, deference, and interest shown to the customer by the service provider, such that the customer feels cherished 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 customers 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 whitethorn have either a direct or indirect path to loyalty. trope 1 Conceptual framework Friendship Service Encounter Satisfaction perceive Core Service QualitySocial Regard Customer Loyalty Brand Image Social comfort H1 H2 H5 H3 H4 H6 From this conceptual framework, in that location are 6 in parasitic variables, which are friendship, brand image, service encounter satisfaction, perceived c ore service quality, social regard and social comfort. The dependent variable is customer loyalty. The researcher finds out that 6 self-sufficient 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 hypothe coatd 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 first-string 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 fe manly 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 dominion 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 Like rt scales were applied for the dependent and independent variables part.In the first part is masking piece 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, get core service quality, social comfort and social regard were designed for measuring. The last-place 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 periodical 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 opening, which predict that friendship would be low positive coefficient of correlational statisti cs coefficient relationship to customer loyalty, was support (r = . 322, p< . 001). Support was found for the second hypothesis, which predicted that there was a low positive correlation relationship between brand image and customer loyalty (r = 260, p< . 001). The third hypothesis predicted that he service encounter satisfaction would be low positive correlation relationship to customer loyalty (r = . 319, p< . 001). In addition, the quartetth hypothesis, there would be low positive correlation relationship between received core service quality and service encounter satisfaction (r = . 350, p < . 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, p< . 001). Finally, a low positive correlation relationship was found between social comfort and received core service quality (r = 157, p< . 01). In conclusion, all the hypothesis of this study was suppo rted which found the low positive correlation relationship between variable. picpicDISCUSSION The result of hypothesis one showed that the friendship has positive significant effects on customer loyalty, as the nada 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 interrogation, 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 cu stomers. 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 Kellers (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 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 loyal ty 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 Browns (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 interrogation 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 loy alty 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 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 perceived core service quality effected service encounter satisfaction toward HSBC in Ho Chi Minh City.This research through empirical observation 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 take aim this issue. Additionally, the perceived service quality and customer orientation are directl y influenced to service satisfaction, the service encounter satisfaction (Cronin and Brady, 2000).Based on the result of hypothesis five, the 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 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, serv ice 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, cured 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 packet of social science) to test six hypothesis.The researcher used Pearson Correlation analytic thinking 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 tip 205 51. 2 Graduate degree 83 20. Doctors 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 seller 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 fragmentise 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 striking 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 commit 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 extension service Aaker, J. L. (1997). Dimensions of brand personality. daybook 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). design to Social Psychology, Blackwell, Oxford, 222-240. Asubonteng, P. , McCleary, K. J. , Swan, J. E. (1996). SERVQUAL revisited a critical review of service quality. 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About the germ Bui Thanh Phong obtained his MBA from the Graduate School of Business, Assumption University. telecommunicate emailprotected com or emailprotected com. picAbout the Author More Sharing ServicesShare S ubscribe 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. Emailemailprotected comor emailprotected com.