Exceptions to the Search Warrant Requirement Essay

Exceptions to the Search Warrant Requirement - Essay Example A search warrant is not an administrative function, it is a judicial act. In the United States, the issue of Search warrants is determined under Title 18 of the US Code. The law has been restated and extended under Rule 41 of the Federal Rules of Criminal Procedure. Each state can frame its own laws governing the issuance of search warrants. Fourth Amendment to the United States Constitution is one of the provisions included in the Bill of Rights. The Amendment guards against unreasonable searches and seizures, and was originally designed as a response to the controversial writs of assistance, which were a significant factor behind the American Revolution. It is observed that , in US , of the of the 19.3 million traffic stops documented in the study, about 1.3 million motorists said they or their vehicle had been searched. In almost 90 percent of these searches, police found no evidence of a crime .As such, Fourth Amendment was made to protect the interest and rights of citizens and to prevent harassment to their personal life and property. It protects citizens against unreasonable searches and seizures, provides that a search warrant may be issued only on oath or affirmation that a crime was probably committed. The amendment applies only to governmental actors. It does not guarantee to people the right to be free from unreasonable searches and seizures conducted by private citizens or organizations. ... The Amendment guards against unreasonable searches and seizures, and was originally designed as a response to the controversial writs of assistance, which were a significant factor behind the American Revolution. It is observed that , in US , of the of the 19.3 million traffic stops documented in the study, about 1.3 million motorists said they or their vehicle had been searched. In almost 90 percent of these searches, police found no evidence of a crime .As such, Fourth Amendment was made to protect the interest and rights of citizens and to prevent harassment to their personal life and property. It protects citizens against unreasonable searches and seizures, provides that a search warrant may be issued only on oath or affirmation that a crime was probably committed.The amendment applies only to governmental actors. It does not guarantee to people the right to be free from unreasonable searches and seizures conducted by private citizens or organizations. More specifically, the Bill of Rights only restricts the power of the federal government, but the Supreme Court of the United States has ruled that the Fourth Amendment is applicable to state governments by operation of the Fourteenth Amen dment. Moreover, all state constitutions contain an analogous provision. For eg. Article 1, and 7 of the Tennessee Constitution. Under the Fourth Amendment , searches must be "reasonable" and " specific". This means that a search warrant must be specific as to the specified object to be searched for and the place to be searched. Fourth Amendment protects citizens from physical entry to the home by search officials. It applies equally whether the police enter a home to

Social problem Essay Example | Topics and Well Written Essays - 1500 words

Social problem - Essay Example To address this issue, the paper will draw on a variety of different sources as well as give some personal opinions on the matter. There is little question that drugs can play a very positive role in our modern society. Drugs are often prescribed or taken in moderation to help our physical health, and in this respect one can consider drug use to be beneficial to our societal well being. According to the World Health Organization (1969) a drug is in its most basic terms, a substance that can be absorbed into the body to modify a bodily function. In this respect one could consider any number of chemically engineered and naturally occurring substances as being classified as a drug. However in a more common context and for the purpose of this paper, the focus will be on drugs that are taken for recreational purposes to the determent of one’s personal health (Or wellbeing) or to those around the drug taker in question. For the purpose of this paper the focus will be on more traditional drugs such as alcohol, cannabis, opiates, barbiturates, etc. It should be noted that many of thee drugs are legally obtained, either over the counter, or through prescription yet still maybe detrimental. There are many substances such as coffee which technically meet the definition of being a drug and may be detrimental to one’s health but in the broadest sense these substances are not as detrimental to society as a number of other more powerful narcotics. Why are drugs considered a societal problem? In many circumstances people can take drugs recreationally and not harm themselves. So it is the case that a drug such as alcohol in the hands of most people does not represent a serious threat to society or one’s health. However it is the case that some people do negatively respond to the stimuli brought about from alcoholic beverage consumption and engage in behavior that

Employee Engagement in the Oil & Gas Sector Essay Example for Free

Employee Engagement in the Oil Gas Sector Essay 1. Introduction According to Aon Hewitt (2012), employee engagement refers to the â€Å"state of emotional and intellectual involvement that motivates employees to do their best work through examination of employees’ level of engagement relative to the organisation’s antecedents† (p.5). Scarlett (2010) defines employee engagement as â€Å"the measurable degree of an employee’s positive or negative emotional attachment to their job, colleagues and organisation that profoundly influences their willingness to learn and perform at the workplace†. White (2011) however states that â€Å"employee engagement represents an alignment of maximum job satisfaction with maximum job contribution† (p. 5). Varied statistics show that employee engagement is a pertinent aspect in enhancing an organisation’s productivity. Beddoes (2011) states that engagement levels are stabilising globally with a 58% increase in 2011 as compared to 56% in 2010, with the greatest levels experienced in Asia Pacific and Europe. After the economic crisis, engagement levels lagged but economic indicators show increasing improvement between 2009 and 2010 around the globe (Aon Hewitt, 2012). Minton (n.d.) states that four out of ten employees are not engaged translating into 58% engaged and 42% partially or totally disengaged, with motivational factors, career development opportunities, employee recognition and the organisation’s reputation playing a major contributory factor to the results. This study has developed the following objectives (1) identification of employee engagement levels/models, (2) identification of employee engagement drivers. (3) Identification of effective ways to engage employees, (4) advantages realised by having an engaged work force. 2. Engagement Model/ Levels Aon Hewitt (2012) define engagement model as â€Å"a model that determines employee engagement levels in the organisation through examining employees’ level of engagement towards the organisation in the relation to the set organisational antecedents† (p.5). This model states that engagement in one’s work or organisation is an individual choice but regularly influenced by group affiliations, developed by the employees, psychological and behavioural capacity regarding the organisation. The management particularly human resource managers should incorporate, encourage and develop the model’s components while relating with the employees. The model incorporates three main components (1) ‘Say component’ that encourages the management and employees to think and speak highly of the organisation and its activities to colleagues, potential employees and clients. (2) ‘Stay component’ that encourages the employees to continually desire to be part of the company through encouraging recognition, appraisal, teamwork and team building activities thus reducing employee turnover and encouraging potential employees and clients (Schneider, White Paul 1998). (3) ‘Strive component’ that encourages growth of an organisational culture that encourages hard work and achievement of success, thus enhancing input of extra effort from employees which in turn enhances commitment and increased productivity. Incorporation of the above model leads to more engaged employees, which lead to increased quality delivery, client satisfaction and sales, which eventually leads to increased efficiency (Organ, Posdako ff Mackenzie 2006). 3. Engagement Drivers Sijts and Crim (2006) define engagement drivers as factors that increase employee engagement in organisation through effective management of engagement levels. These drivers identify potential improvement areas in the organisation pertaining to employee engagement. These drivers are interrelated thus work in unison. Engagement drivers therefore help management identify lacking areas that prohibit employee potential, thus enhancing focus on improvement efforts that enhance productivity through increased employee commitment (Organ, Posdakoff MacKenzie 2006). 3.1 Quality of Work Life Quality of work life refers to creation of a work environment whereby employees’ activities are prioritised through execution of work structure activities that deem the activities less routine thus more rewarding to the employees (Sigy, Efraty, Siegel Lee 2001). It therefore involves creation of a conducive physical environment through availing the required resources necessary for work execution such as proper safety clothing and equipment thus enhancing productivity and engagement. It also involves enhancement of a work-life balance policy, which enables employees to clearly define and separate their work and social lives thus enhancing growth of an all-rounded employee, which enhances engagement leading to increased productivity (Richard Deci 2000). 3.2 Company Practices The organisation’s practices greatly contribute to employee engagement levels. Integration of interactive human resource policies enhances employee involvement in decision making, which in turns motivates them thus enhancing employee engagement (Aon Hewitt 2012). Introduction of effective management performance policies will enhance creation of efficient performance management and appraisal systems, which will recognise employees’ work input thus increasing their engagement leading to increased productivity (Cook, 2008). Extensive brand alignment through increased marketing and advertising will enhance engagement, as employees will view the organisation as a long-term venture as it has demonstrated continuity of operations (Payne 2012). Increasing and developed organisational reputation will enhance engagement, as employees will be more at ease to work in a reputable organisation thus demonstrating its continuity and job security. Development of a diversity culture relating to the organisation’s activities and employment of diverse individuals concerning race or gender, will enhance engagement, as it will eradicate any occurrences or fears of discrimination. According to Hynes (2012), creation of an effective communication system and structure will ensure that any important information pertaining to employees work activities or welfare are timely relayed thus enhancing growth and development of work interrelationships which enhance efficiency and effectiveness of operations. 3.3 Total Rewards Organisations should clearly outline its reward structure, as this will contribute to the engagement or disengagement of employees. Clear definition of employees’ expected pay and benefits package will enhance clear understanding about the pay package thus enhancing engagement (Harter, Schmidt Theodore 2012). The oil and gas sector should also clearly stipulate systems used to determine recognition payments regarding bonus allocation. 3.4 Opportunities To effectively enhance employee engagement, organisations in the oil and gas sector should clearly outline career opportunities available to employees who want to further advance their careers within the organisation regarding promotions and transfers that contribute to career development. Organisations should also outline the available learning and development opportunities within the organisation (Richard Deci 2000). Such opportunities could include sponsorships, study leave and provision of work-study allowances. 3.5 People People involved in the management, operational and end-user aspects of the organisation have a great impact on employees’ engagement. Organisations should therefore enhance creation of a proper work structure and culture that will enhance effective cooperation and communication among management, employees and customers (Aon Hewitt, 2012).This will in turn enhance development of interrelationships, leading to increased efficiency and effectiveness through increased employee engagement. 3.6 Work Activities An organisation’s work structure can contribute to either engagement or disengagement of employees within the organisation. Development of an elaborate and conclusive work structure will enhance clear development of work tasks, work processes, provision of necessary resources, hence providing the employees with a sense of accomplishment through effective and efficient execution of allocated work (Sahoo Mishra 2012). This will therefore lead to increased employee engagement. 4. Ways to Engage Employees Employee engagement is essential to organisations in the oil and gas sector as it enhances efficiency and effectiveness through increased production. Incorporation of various aspects has been identified as potential ways to increase employee engagement. These aspects include (1) Enhancement of employee career opportunities by creating career path for employees through training them in preparation for their next career role by creation of lateral growth opportunities (Aon Hewitt, 2012). (2) Increasing employee recognition through providing them with feedback regarding their work activities and how to improve on them by providing the necessary reinforcements and also rewarding them for work well done (Cook, 2008). (3) Management should strive to engage the employees more with the organisation through its vision, mission and objectives by explaining to them why the employer is the most desirable by offering a compelling proposition, reward and work experience structure thus enhancing the organisation’s reputation as the most preferred employer (Payne, 2012). (4) Creation of an engaging communication structure through enhancement of corporate communication which will appeal to employees emotional, behavioural, psychological and social aspects thus enhancing commitment to the organisation (Hynes, 2012). (5) Increased management of employee performance as employees will be effectively rewarded for their efforts thus enhancing employee engagement. (6) Provision of favourable pay as it will enhance employee engagement through provision of a pay and benefits package that is relative to their work performance (Zablah et al. 2012). 5. Advantages of having Engaged Employees Employee engagement directly relates and affects employee efficiency and effectiveness in relation to performance. Several advantages are extended to organisations in the oil and gas sector, which have employees who are actively engaged in the organisation and its production activities: * Employees exhibit high levels of performance as they are highly motivated leading to increased production that enhances efficiency and effectiveness. * Development of an interrelating link between employee engagement and profits realised thus leading to increased revenues that enhance organisational growth. * Leads to increased employee retention and loyalty, which enhances business success through efficient and effective production. * Enhances creation of a competitive environment which increases production thus enhancing effectiveness and increased profits. * Enhances team-work that provides new ideas that enhance innovation and creativity thus enhancing creation of new and effective products. * Development of brand ambassadors through employees for the organisations products thus enhancing marketing and advertising activities which enhance profit realisation. 6. Recommendations i. Oil and gas companies should encourage employee engagement through creation of an organisational culture that develops engagement, through increased employers, leaders and stakeholders involvement in the process by enhancing team work and being a part of the process. ii. Increasing focus on drivers that provide the greatest impact in organisational improvement such as increasing opportunities for improvement which leads to increased rate of return due to increased profits. iii. Increased recognition of employee efforts through provision of feedback which in turn motivates them thus increasing productivity. iv. Organisations should continually connect with employees through regular communication of organisation’s strategy, which keeps them focussed on achievement of set organisational objectives. v. Creative creation of employee career growth opportunities by re-navigating employees’ expectations towards growth in areas that will satisfy growing business needs such as lateral movements. vi. Selecting employees during recruitment who show aspects that encourage engagement such as loyalty, diversity and work aggressiveness. 7. Conclusion Employee engagement is a pertinent aspect in management of employees in the oil and gas industry. Clear understanding of the aspect regarding its impact on the organisation and application of the findings can lead to increased employee engagement through increased productivity, which increases the overall profits realised thus enhancing the sector’s growth. This has led to the identification and incorporation of various engagement models/ levels by organisations and they include stay and strive components. It has led to the identification of engagement drivers which enhance understanding of the drivers that contribute to increased employee engagement and how they can be incorporated. Engagement drivers include (1) Quality of work life which incorporates physical work environment and work-life balance. (2) Company practices which incorporate human resource policies, performance management, brand alignment, organisational representatives, diversity and communication. (3) Total rewards which incorporate pay, benefits and recognition. (4) Opportunities drive, which incorporates career opportunities, learning and development. (5) People drive, which incorporates management, employees, colleagues, people-focus and clients. (6) Work activities, which incorporate work tasks, work processes, resources and a sense of accomplishment. The study has also identified ways of enhancing employee engagement which include increasing career opportunities, increased recognition, enhancing organisational reputation, enhancing communication, enhancing performance management, and provision of fair remuneration in relation to one’s contribution. Employee engagement extends various advantages to the organisations, which include increased revenues, increased productivity, quality delivery, decreased turnover, increased employee loyalty and enhanced organisational reputation. Employee engagement is therefore a pertinent aspect in the oil and gas industry and should be considered to ensure that the organisations have increased quality delivery, productivity and revenue generation.

Data protection in online banking

Data protection in online banking Introduction Online banking is the practice of performing bank transactions over the internet. Due to the advanced nature of technology, most people use the internet to fulfil most of their personal needs, for instance; e-mails, internet calls, and video conferencing. Information technology is now being used to develop more supple and easy to use banking services (Nadim and Noorjahan, 2007). Online banking which can also be called internet banking is now being used and adopted by most people. Online banking can be useful in so many ways to both the customer and the banking institution, although the degree of its usefulness varies depending on whose point of view you look at it from. Online banking activities involves not only banks and customers but includes third parties too (Guptar, 2006). This essay would be looking at the privacy issues relating to the use of customers data and transactions in online banking. This essay would also be looking at the privacy concerns about how the customers per sonal data is used by the bank and what amount of control a customer has over the use of his/her data, how the bank shares customers personal data with third party or affiliated businesses and the rights and control customers have over the distribution of their data. And also what rights the government have over the monitoring of customers bank details and information, the ethical, social, professional and legal issues related to online banking services and the application of ethical/professional principles in the use of online banking services. Privacy issues in Online Banking Internationally, customers of several organisations can now pay their bills, transfer money to multiple accounts, make deposits, withdrawals or payments with online checks, view transactions on their account, trade bonds and securities, and all this can be done conveniently with just the click of the mouse and in the comfort of the customers home. The physical presence of customers are no longer needed for most transactions in the bank, as long queues witnessed in crowded banking halls can now be avoided which saves the bank the overhead cost of managing a crowded bank hall. But still, so many customers are concerned about the security of their personal information while operating the online banking service. According to Duquenoy et al (2005, p. 1), privacy is one of the main concerns associated with the use of online banking. I believe privacy is the most fundamental and relevant issue in online banking. Although there is not a specific privacy law in respect to online banking, ther e is an abundance of privacy laws that exist and this essay would be looking at a few of them as they are too many to write on all of them here. As noted by a few authors, Nadim and Noorjahan (2007) believed that privacy is one of the key factors amongst other issues which have an effect on a customers adoption of online banking technology. Most customers are concerned about how their personal data would be used when registering for an online banking account. What happens to their data after giving out their personal information? They are not sure and convinced about how secure and safe their data would be and how the data would be stored, manipulated, retrieved and updated. Mason (1986) stated that privacy concerns in online banking where raised by a few questions like; what information do customers require to reveal about themselves?; on what conditions?; what information can the customer can keep to themselves? According to Earp and Payton (2006) some major privacy concerns about the use of online banking technology are collection (enormous amount of personal information data collected and stored in databases), unauthorize d secondary use of data (personal data used for purposes other than they were primarily collected for), improper access (personal information viewed by unauthorized personnel), errors (unintended or intentional), and what level of protection could be put in place against them in personal information data. For example, there was a breach of information in which there was an identity theft of 3.3 million people with student loans in the weekend of March 20 21, 2010. Information such as name, addresses and social security numbers were stolen from a portable media device from the headquarters of Educational Credit Management Corporation, although the company claims it was a simple old-fashioned theft and not a hacker incident (WSJ, 2010). Howcroft et al (2003) noted that customers have confidence in their banks but their trust in the technology infrastructure of online banking was frail. Therefore privacy issues have proved to be an obstacle to the adoption of online banking technology (Nadim and Noorjahan, 2007). Most customers are worried about their personal data and financial information being revealed online. According to a study by Paul (2005), 94% of the banks customers express their concern about their personal information being exposed online. Privacy in online banking can be said to be the protection of the customers personal and financial information. It is the duty of IT professionals to secure and protect all customers personal information, they should conform to privacy legislation, professional codes of conduct and ethical principles to gain customers confidence in the technology and guard their reputation. Although Dewan and Seidmann (2001) argue that the success of online banking is expected to come w ith a growing price to personal privacy. They also stated that All online interactions leave detailed audit trails that continually depict a larger portion of our lives. Furthermore, privacy standards associated with the use of online banking technology in the banking industry (industry principles) currently exist. For example the American Bankers Association, Bankers Roundtable, Consumers Bank Association to name a few, have all approved equally to a set of privacy principles to portray a wide and united industry. They all have obligations to the similar set of guiding principles like; recognizing an individuals expectation of privacy; using, collecting and retaining personal information only if it produces the greatest benefit to such person; maintaining an up-to-date and accurate information; making individuals aware of the privacy policies; confine exposure of customers personal information; established security measures to protect information and maintaining an individuals privacy in business relationships with third parties (Earp and Payton, 2006). How can personal data be protected? Technological solutions that can give customers direct control over their personal information on their computer like cookie manager, encryption software, ad blocker to mention a few, give customers an amount of control over intrusions by hackers, spam and cookies. Also customer activism creating a policy taking direct action in online or offline environments to achieve desired enhancements in privacy policy, for example the American civil liberties Unions Take Back Your Data Campaign (Ashworth Free, 2006). Also privacy codes of practice like the BCS and ACM guide professionals on how to create and implement systems that protects the privacy of third parties. Privacy laws have been mostly controversial when viewing the laws relating to how much control customers have in the sharing of their personal information with third party organisations or affiliated business. Personal information in the control of banks about their customers data and transactions passes through different hands numerous times (Gupta, 2006).It is almost not possible for banks to retain customer data within their computer network let alone their jurisdiction. The risks of tampering of information, blockage and leakage are high and therefore needs an adequate legal and technical protection (Gupta, 2006). Most banks tend to use the personal data of their customers while advertising some of their other products and services. Third parties could use this data for marketing purposes, advertisements and customers usually view this as spam or unwanted information or some could also use it for illegitimate reasons like identity theft. The sale and distribution of customer pers onal data to third parties is a very lucrative business and generates a lot of revenue for companies. Duquenoy (2005) found out that the industry was valued at two billion pounds as at 2003. But how ethical is the sale or distribution of customer data to third parties? How does the third party make use of this information? These are some of the questions most banks have failed to look into in the use of personal data to make other products in online banking. Most customers find it a bit complicated controlling their personal information given out and collected by the bank, and its other businesses or government agencies that they could be shared with or sold to. It is required by the law that customers have to be given an option in order to decide what personal data can be collected and given out to third party or affiliated businesses, such options include the opt-in and opt-out methods. The UK follows the opt-in scheme under the provisions of the privacy and Electronics Communications Regulations 2003. The provision of an opt-out method gives the customer the choice of preventing personal information being disclosed to affiliated or non-affiliated businesses and third parties, while providing an opt-in option is the reverse which allows for the sharing of information for purposes specified by the bank (Giglio, 2005). Further, research discovered that customers must clearly inform companies of their wishes to opt-in or opt-out when registering or filling out online forms for the use of online banking or other internet services provided by the bank. In that case customers are to be told what, which and how their data can or may be used, they should also be given an explanation or description about what circumstances or situations by which personal information may be disclosed to third parties. The principles of rights based ethics (contractrianism) states that the cus tomer also has the right to know, the right to privacy and the right to property. Although, some customers might not mind having their personal data being shared, others might mind and tend to mind a lot. A major challenge being faced in the IT industry today is ensuring that sharing of data is secure and safe guarded (Raab, 2008). An IT professional should ensure that customer personal data is protected and is only shared with trustworthy third parties. And it is also the responsibility of the IT professional to ensure that personal data is used only for its primary or intended purpose or that which has been specified by the customer. One of the ethical principles in the BCS (British Computer Society) code of conduct states that You shall have regard to the legitimate right of third parties Third parties being referred to here could be viewed as the customer, and it is expected of an IT professional to know, understand and abide by the law and are also expected to regard and respect the rights of individuals, third parties and the society at large (Duquenoy et al 2005, p. 2). There have been a lot of cases whereby personal data is used for purposes other than which they have been collected for and this is ethically wrong. It is also called the secondary use of personal information which is the use of such information other than the purpose it was supplied for (Duquenoy et al 2005, p. 5). According to a research conducted through the distribution of questioners to a few people who make the use of online banking services with their banks in the UAE, 75% of customers get unsolicited mails about the banks new products and offers which they never requested for or signed up for, 8% view this as an intrusion of their privacy and specify not to be mailed about such future produ cts. The remaining 17% seem not to have been educated and informed properly about how to opt-out from the use of their personal data for distribution and marketing purposes or opt-in if they require being aware of promotions and offers the bank makes. It is essential for the bank to foster trust between itself and the customer as this is good for business and it is a known fact that it is harder to regain trust than initially gaining it. This is why it is essential that much more effort be put in place to secure customer data sharing (Raab, 2008). While conducting an interview with Suhail bin Taraff, an IT staff of Emirates NBD which is the largest bank in the UAE, it was noted that the customers that make use of the internet banking services of the bank would require to opt-in by ticking a check box in their personal online banking account if they require to be notified of products the bank offers and if they would also require their personal data passed on to third parties and affiliates of the bank producing similar or specific products or services.Online banking has two types of risk: maintaining integrity of customer information and preventing unauthorised use of such data (Gupta, 2006). The indiscriminate use of personal data is viewed as a violation of an individuals privacy right and in the UK the right to privacy is covered by the Data Protection Act. The second principle of the Data Protection Act 1998 states that the customer has the right of information about the processing of their personal data, including the rig ht to be informed either at the time the data is first processed or when that data is first disclosed to a third party, and also the right of access to their personal data (Duquenoy et al 2005, p. 20). Although the law cannot keep pace with technology, under the Data Protection Act a person has to demonstrate if they have been subjected to unwarranted distress/damages through their datas exposure in order to claim any sort of compensation (Raab, 2008). Does the government have the right to monitor online banking transactions? Businesses view the use of information as a means to making more money while the government tend to view information as a means to protect security. However, in both cases individuals or groups have limited control on how their personal data is used. It is found to be known that knowledge is power and the more information the government gathers about customers bank transactions the more power they have over them and the less power the customers have. And there could be abuse of such power by the government or whoever is in charge to use such power, for selfish means or politically motivated aims. The government claims that they use the capabilities offered by IT to get the intelligence that enables them to meet their responsibilities to protect citizens. But most individuals have little confidence in the governments handling of their data and fear that there could be a misuse or misinterpretation which could lead to persecution and prosecution of innocent people in the application of law and order and also while protecting national security. There is also found to be a lack of confidence in the governments ability to protect personal data and keep it secure, most online banking customers fear that this could give the government too much power and control over them. Most customers tend to mind if the government or law enforcement agencies read their communications or view their bank transactions, even if they have not done anything wrong or have nothing to hide. Part two of article eight of the Human Rights Act, 1998 states thus: There shall be no interference by a public authority with the exercise of this right except such as is in accordance with the law and is necessary in a democratic society in the interest of national security, public safety or the economic well-being of the country, for the prevention of disorder or crime, for the protection of health or morals, or for the protection of the rights and freedom of others (Duquenoy et al 2005, pg. 11). In the United States of America, the government created a secret programme to monitor bank transactions of suspected terrorists or people having ties with them that routes through the Belgian based financial company SWIFT (Society for Worldwide Interbank Financial Telecommunication), since the terrorist attack that occurred on the 11th of September 2001. The proprietary electronic network, SWIFT, then gives the US government access to financial data from institutions worldwide (Jacobs, 2007). Banks tend to view privacy matters almost completely in conditions of regulatory conformity. But the same government that claims to protect the rights and freedom of individuals seem to invade it also. The Regulation of Investigatory Powers Act 2000 and the USA Patriot Act 2001 are legislations that tend to serve the interest of the state related to issues of counter terrorism and crime detection and support the monitoring and surveillance of individuals. Professor Charles Raab (2008) said that there is a need to question the sharing of personal data to cater the needs of society other than the protection of privacy. Some may argue that the monitoring of an individuals bank account transactions without their consent violates the rights of confidentiality and anonymity of such customer. Any country that signs up to the UN Declaration of Human Rights must make sure they take steps to protect privacy. In Europe the EU includes privacy in its convention on Human Rights while the UK includes it in the Data Protection Act. In the UK the monitoring of a customers bank transactions and data can be viewed as an invasion of the customers privacy by the government and violates the privacy rights of the customer and goes against the data protection act which states that personal data can only be processed when consent has been given or necessary to contract and must be only for specified purposes, adequate, relevant and not excessive, not kept longer than necessary and processed in ac cordance with rights of data subject (ICO, 2010). According to a research conducted by the BCS, 61% of members believe that there is an inequality between the data rights of the individual and the state while only 17% believe that the present legal regulations on data are sufficient (BCS, 2010). The secure handling of a customers personal information is a legal, ethical and social requirement in online banking (Duquenoy et al, 2005). The potential for abuse is great in online banking therefore ethics plays a vital role. Ethical issues that arise in online banking gives a cause for concern, for example more than 24,000 HSBC customers were affected by a breach in the storage of their personal information in the banks data centre on the 15th of March 2010, this was as a result of data theft by one of the IT employee (BCS, 2010). This shows a disregard of the ethical principle which implies respect for other people. Unauthorised use of an individuals personal computer without their permission or knowledge could be termed as an invasion of that individuals privacy. Unauthorised access of personal information or poor security measures in Information Systems put customers (society) at risk and this could result in a loss of confidence by the general public and could have a negative effect on the use of online banking services. It is also viewed as a social issue due to the effect it has on the general public and prospective customers. This could lead to hacking or installation of spyware in the individuals computer and puts the owners personal data at risk. There are many legal issues that affect online banking like identity theft, protecting privacy, online crime and misuse of data. Using the internet has its own risk and most customers expect laws to be in place that will protect them while banking online. In the banking industry, the Gramm-Leach-Biley Act of 1999 (GLBA) was passed to augment the protection of privacy while the Data Protection Act (1998) covers the right to privacy in the UK. The law is in place to protect digitally stored personal information from being widely distributed and mismanaged. Organisations are required by the act to make sure that personal information is kept secure. Professional issues could imply how a professional should act and also their role in the design, implementation of data systems and in the manipulation, modification of data and the important role they play. The BCS is the professional body for those employed in the IT industry in the UK. One of the aims of the BCS is to maintain standards in the industry and in most cases these are translated into principles set out in a code of conduct (Duquenoy et al 2005, p. 5). IT professionals are expected to know the law and abide by it. They are also expected to ensure public safety and respect the rights of third parties like the general public. Conclusion Online banking technology seems to be slowly adopted by majority of prospective customers despite being aware about the usefulness of this technology and this is due to the fact that customers are seriously concerned about the privacy of their data and do not really feel secure giving out their personal data digitally. A number of privacy issues have been analysed and discussed in this essay and the rights and control customers have of the use of their personal data, the measures and steps they can use to protect their personal information and the degree to which government agencies have access to the customers bank transactions and personal data. The professional, legal, ethical and social requirement in online banking technology and how an IT professional should apply ethical principles in the use and handling of a customers personal data. Reference List Ashworth, L. Free, C. (2006), Marketing Dataveillance and Digital Privacy: Using Theories of Justice to Understand Consumers Online Privacy Concerns, Journal of Business Ethics, Vol. 67, pp. 107-123. Duquenoy, P, Jones, S, Rahanu, H, Diaper, D, (2005) Social, Legal and Professional Issues of Computing. Middlesex University Press 2005 Stamatellos, G. (2007), Computer Ethics: A Global Perspective, Jones and Bartlett Publishers Mason, R, 0, (1986) Four Ethical Issues of the Information Age, Issues and opinions, MIS quarterly Earp, J. B. Payton, F. C. (2006), Information Privacy in the Service Sector: An Exploratory Study of Health Care and Banking Professionals, Journal of organizational computing and electronic commerce, vol. 16, no. 2, pp. 105 122. Giglio, V. (2005), Privacy in the world of cyberbanking: Emerging legal issues and How You Are Protected. Ng, P. (2010), What is online banking? viewed 20 February 2010, http://www.wisegeek.com/what-is-online-banking.htm Roundtree, D. (2001), Taking Care of Customer Privacy, Bank Technology News, Vol.14 Issue 11, p.20. European Parliament Blocks US powers to monitor EU bank transactions, viewed 21 February 2010, http://www.out-law.com/page-10748 Nadim, J and Noorjahan, B. (2007), Effect of Perceived Usefulness, Ease of Use, Security and Privacy on Customer Attitude and Adaptation in the Context of E-Banking, Journal of Management Research, vol. 7, no. 3, pp. 147 157 Howcroft, B, Hamilton, R. and Hewer, P. (2002), Consumer Attitude and the Usage and Adoption of Home-based Banking in the United Kingdom, The International Journal of Bank Marketing, 20(3): 111-121. Jamieson, P (2005), Consumers and Online Banking, Point for Credit Union Research Advice Dewan, R and Seidmann, A. (2001), Current Issues in E-BANKING, Communications of the ACM; Vol.44 Issue 6, p. 31-32 Raab, C. (2008), The privacy conundrum, viewed 13 March 2010, http://www.bcs.org/server.php?show=conWebDoc.17577 The office of the Information Commisioner, viewed 13 March 2010, http://www.ico.gov.uk British Computer Society (2010). Code of Conduct, viewed 10 March 2010, http://www.bcs.org/server.php?show=nav.6030 Gupta, A, (2006), Data Protection in Consumer E-banking, Journal of Internet Banking and Commerce, vol. 11, no. 1 State has more data on citizens than necessary, say BCS members, viewed 26th March 2010, http://www.bcs.org/server.php?show=conWebDoc.34817 Jacobs, E, (2007), SWIFT Privacy: Data Processor Becomes Data Controller, Journal of Internet Banking and Commerce, vol. 12, no. 1 The basics, in Information Commisioners office, viewed 9th March 2010, http://www.ico.gov.uk/what we cover/freedom of information/the basics.aspx Freedom of Information Act (2000), viewed 15th March 2010, http://www.opsi.gov.uk/Acts/acts2000/ukpga 20000036 en 1 Pilon, M, (2010), Data Theft Hits 3.3 Million Borrowers, The Wall Street Journal, viewed 29th March 2010, http://online.wsj.com/article/SB10001424052702304434404575150024174102954.html?KEYWORDS=data+theft+hits+33+million+borrowers

The Collapse of Communism in Eastern Europe :: essays papers

The Collapse of Communism in Eastern Europe Communism is like Prohibition - it's a good idea but it won't work" (Will Rogers, 1927) (1) This essay will give a brief introduction to communism. It will then discuss the various factors which combined to bring about the collapse of Communism in Eastern Europe. It will examine each of these factors and evaluate the effect of each. Finally it will attempt to assertain whether Rogers' opinion (see above quotation) on Communism is true, that is, whether communism was truly doomed to fail from the start, or whether its collapse was a result of external influences. Communism is based on the ideas and teachings of Karl Marx as modified by Lenin. At its most basic, the ideal of communism is a system in which everyone is seen as equal and wealth is distributed equally among the people. There is no private ownership. The state owns and controls all enterprises and property. The state is run by one leading elite. The Soviet model of communism was based on these ideals. All opposition parties were banned although parties who were sympathetic to communism and who shared the communist ideals were allowed. All power was concentrated into the hands of the Communist party. Free press and civil liberties were suppressed. Censorship and propaganda were widely used. There was state ownership of the economy. No private enterprise was allowed. There was a collectivisation of agriculture. The Communist Party invaded and controlled every aspect of political, social, cultural and economic life. It was a totalitarian state with complete Communist control over all facets of life. In the early years, and up until Gorbachev's "new regime", the use of force and terror as a means of maintaining control was widespread. The first factor which contributed to the failure and eventual collapse of communism was the fact that the Communist party's domination was illegitimate from the beginning. Lenin came to power after a bloody Civil War between those who supported Lenin and those who opposed the Soviet regime. To Lenin, defeat was unthinkable and he was prepared to make any and every sacrifice to win the war and save "the revolution". The forcible requisitioning of food and supplies was approved by Lenin. This could only be achieved by enforcing strict and absolute discipline at every level of society. Terror was to become the chief instrument of power and Lenin was to assume the role of dictator. This was a phenomenon which was to become a symbol of communist regimes throughout their lifetime. This trend was followed when Stalin came to power as leader of the The Collapse of Communism in Eastern Europe :: essays papers The Collapse of Communism in Eastern Europe Communism is like Prohibition - it's a good idea but it won't work" (Will Rogers, 1927) (1) This essay will give a brief introduction to communism. It will then discuss the various factors which combined to bring about the collapse of Communism in Eastern Europe. It will examine each of these factors and evaluate the effect of each. Finally it will attempt to assertain whether Rogers' opinion (see above quotation) on Communism is true, that is, whether communism was truly doomed to fail from the start, or whether its collapse was a result of external influences. Communism is based on the ideas and teachings of Karl Marx as modified by Lenin. At its most basic, the ideal of communism is a system in which everyone is seen as equal and wealth is distributed equally among the people. There is no private ownership. The state owns and controls all enterprises and property. The state is run by one leading elite. The Soviet model of communism was based on these ideals. All opposition parties were banned although parties who were sympathetic to communism and who shared the communist ideals were allowed. All power was concentrated into the hands of the Communist party. Free press and civil liberties were suppressed. Censorship and propaganda were widely used. There was state ownership of the economy. No private enterprise was allowed. There was a collectivisation of agriculture. The Communist Party invaded and controlled every aspect of political, social, cultural and economic life. It was a totalitarian state with complete Communist control over all facets of life. In the early years, and up until Gorbachev's "new regime", the use of force and terror as a means of maintaining control was widespread. The first factor which contributed to the failure and eventual collapse of communism was the fact that the Communist party's domination was illegitimate from the beginning. Lenin came to power after a bloody Civil War between those who supported Lenin and those who opposed the Soviet regime. To Lenin, defeat was unthinkable and he was prepared to make any and every sacrifice to win the war and save "the revolution". The forcible requisitioning of food and supplies was approved by Lenin. This could only be achieved by enforcing strict and absolute discipline at every level of society. Terror was to become the chief instrument of power and Lenin was to assume the role of dictator. This was a phenomenon which was to become a symbol of communist regimes throughout their lifetime. This trend was followed when Stalin came to power as leader of the

Huntingtons Disease - An Overview Essay -- Biology Essays Research Pa

Huntington's Disease - An Overview Huntington's Disease is a devastating and progressive neurological disorder that resu lts primarily from degeneration of nerve cells deep in the center of the brain. The condition was first described by George Huntington, a physician in New York, in 1872. Even then, the physician recognized the all-encompassing factors of the disorder when describing it as, "coming on gradually but surely, increasing by degrees, and often occupying years in its development until the hapless sufferer is but a quivering wreck of his former self". The three most profound behavioral problems in Huntington 's disease come from the uncontrollable movements called "chorea," dementia, and the altered perception of the world. The course of Huntington's Disease can last anywhere from ten to 30 years from onset to death. The symptoms of HD usually develop when th e person is between the ages of 30 - 50 years, although they have been known to occur as young as two and as old as 70. It affects all races and ethnic groups and occurs with the same frequency in both men and women. As the disease progresses, the se verity of the symptoms increase and can be divided into three stages. The first stage is characterized by subtle and slight uncontrollable muscular movements, including stumbling and clumsiness, lack of concentration and short-term memory lapses, and depr ession and changes of mood. In the middle of the disease's course, patients may need assistance with some daily activities because walking, speech and swallowing abilities deteriorate. Involuntary movements become more pronounced and may be noticeable to the casual observer. In the latter stages, patients with HD require full-time care, and often families o... ...people afflicted with this disease in the United States. An additional 150,000 are at risk. Although very few cases of HD are due to fresh mu tation, everyone who has the HD gene will eventually develop the disorder unless he or she dies from some other cause before the signs appear. Furthermore, there is often little or no choice of residential care for those with HD, especially in the later s tages of the illness. However, the hope for a cure continues to mount every year and families and communities are joining together to promote better treatment and understanding for those with the disease. Hopefully, a cure will be found in my lifetime. Internet Sources: "About Huntington's Disease," Internet, available: http://www.med.jhu.edu/bhde/hdinfo.html. http://www.kumc.edu/hospital/huntingtons/genetics.html http://www.lib.uchicago.edu/~rd13/hd/review.html

Research on Consumer Behavior

CHAPTER 1: INTRODUCTION 1. 0 THE INTRODUCTION OF THE STUDY The topic of the research is ‘Customer Loyalty towards Fast Food Industry’. The introduction will discuss the background of study that is planned by researcher. This includes problem statement, objective of study, research question, research hypothesis, the theoretical framework and also scope of the study. This proposal consist the introduction part, the literature review and research methodology. Each of these chapters is explained in detail with the sub topic that discusses the essential procedures and steps in completing this study.Customers are the purpose of what marketers. We very much depend on them. That is the main reason why organizations today are focusing on customer loyalty. Customer loyalty is actually the result of an organization creating a benefit for a customer so that they will maintain or increase their purchase from the organization. Loyalty has become important over the past few years becau se of increased competition within respective industries. To be successful, organization must look into the needs and wants of their customers.That is the reason why many researchers and academicians have continuously emphasizes on the importance of customer loyalty and retention. Building customer loyalty towards fast food industry or other business of four factors that is product quality, the important of relation between people that involve in management of the store and lastly are brand image of the product itself. (Kumar, Batista and Maull, 2011) 2. 1 BACKGROUND OF FASTFOOD INDUSTRY Fast food restaurants or outlets today are either kiosks or elaborate quick service restaurants.The franchise operations have generated restaurant chains that offer standardized meals across the globe. On account of a low capital requirement and popularity of fast food, fast food restaurants and drive-through outlets are common throughout the world. Also known as sit-ins and upscale kiosks, these re staurants cater to the dry food demands of the younger generation, extremely tight adult work schedule and distinct ambiance preferences across the globe. An overview of the fast food industry highlights the availability of meals that suffice the need to eat amidst tight work schedule.This has offered great respite to parents who shuttle between work and home for major part of the day. Delicacies like fish and fries, vegetarian and non-vegetarian burgers and pizzas are washed down with great relish, with ales and aerated drinks served complimentary at many of these fast food restaurants. Though accompaniments like coleslaw, baked potatoes and mushy peas satisfy the established and widely accepted compulsion for vegetable-intake, the fried foods are becoming addictive, depriving the modern child of a balanced diet.There is no dearth with regards to the variety available at these outlets. Fast food franchise chains such as Subway, Burger King, McDonald's, Kentucky Fried Chicken and Pi zza Hut cater to demands for seafood, lean meat, special diet meal components, and other considerable regional variations. Snacks such as sandwiches and baguettes are the result of experiments within the fast food industry. Most clientele indulge in the semi-dry and dry meals, to avoid interruption while working or to fulfill a family commitment that otherwise requires a considerable amount of time to be spent in the kitchen . 1. 1Fast food industry in Malaysia In recent years, the major food consumption trend in urban parts of developing countries is that more consumers are eating increasingly more meals outside of their homes and most of growth in away from home eating has been in the fast food sector (Kaynak et al, 2006). The interest shown at the national and international levels concerning the fast food is derived from the scarcity of time in the competitive, dynamic and urban fast life (Platania and Donatella, 2003).According to Arkins and Bowler (2001), emphasis is increasing ly being placed in quick meals solution due to the busier consumer life style and dual working families with children. Consumer lead increasingly busy life meaning that the time available to cook meal is being squeezed between works and leisure commitment. Cooking for many has ceased to be a leisure activity and instead is a core. Consequently, this has placed more emphasis on fast food items. Fast food is rapidly growing industry in the world as well as in Malaysia, especially in the urban areas.Moreover, the food diversity in Malaysia is an implicit characteristic of the diversified culture of the country amongst the different region within the state. 1. 1. 2Background of KFC KFC, founded and also known as Kentucky Fried Chicken, is a chain of fast food restaurants based in Louisville, Kentucky, United States. The company was founded as Kentucky Fried Chicken by Colonel Harland Sanders in 1952. KFC is present in 110 countries and territories around the world. It has in excess of 5 ,200 outlets in the United States and more than 15,000 units in other parts of the world.KFC prides itself as a fast-food restaurant that give customers great tasting chicken with a selection of home-styled side dishes and desserts to make a wholesome, complete and satisfying meal. Kentucky Fried Chicken Corporation (KFC) was the world's largest chicken restaurant chain and third largest fast-food chain in 2000. KFC had a 55 percent share of the U. S. chicken restaurant market in terms of sales and operated more than 10,800 restaurants in 85 countries. KFC was one of the first fast-food chains to go international in the late 1950s and was one of the world's most recognizable brands.KFC's early international strategy was to grow its company and franchise restaurant base throughout the world. By early 2000, however, KFC had refocused its international strategy on several high-growth markets, including Canada, Australia, the United Kingdom, China, Korea, Thailand, Puerto Rico, and Mexi co. 1. 1. 3Background of KFC in Malaysia The first KFC restaurant in Malaysia was opened in 1973 on JalanTunku Abdul Rahman. Today there are more than 390 KFC Restaurants nationwide and still counting. Great tasting chicken has become synonymous with KFC; and has been enjoyed by Malaysians ever since.In fact, KFC Malaysia has developed a distinctive Malaysian personality of its own. The reason KFC is run by Malaysians and managed by Malaysians; they took it upon themselves to create a selection of food that would make Malaysia proud on the international scene. 1. 2PROBLEM STATEMENT Nowadays, it would be challenging to retain customers and maintaining customers as loyal customer. It would give paramount of challenges to researcher to ensure customers are loyal to them. This is because customer nowadays are have knowledge to choose the best for them and what will make customer become a loyal customer to certain product.It is important for researcher to know how attract customer to bec ome loyal customer. Customer tends to change product if the product can’t give them satisfaction. The right foundation for maintaining a long-standing relationship with customers will increase the chance to the customer loyalty. In this recent economy, put strong pressure on customer loyalty. According to Leon. G Shiffman (2010), company might have big disadvantage when not having loyal customer, because need more marketing efforts aimed at attracting new customers are expensive; indeed, in saturated markets, it may be impossible to find new customers.For example, not popular bookstore might find problem in having new customer because it will cost them a lot. Generally, customer because loyal to companies when they’re reach higher level of satisfaction in their selves after using products or services that offered to them. It is because reach customer has different level of satisfaction that will bring them to become loyal to companies and the unique relationship betwee n customer and company may be a viable contact point for firms to build loyalty. 1. 3THEORETICAL FRAMEWORKCUSTOMER LOYALTY | PRICE| SERVICE| PRODUCT| BRAND IMAGE| 1. 4PURPOSE OF STUDY 1. 4. 1 To determine whether price affect customers loyalty 1. 4. 2To examine relationship between service to customer loyalty 1. 4. 3 To measure whether brand image are important in customer loyalty 1. 4. 4 To investigate the product role in the customer loyalty 1. 5RESEARCH QUESTION 1. 5. 1Does price contribute to customer loyalty? 1. 5. 2Does service give impact to customer loyalty? 1. 5. 3Does brand image influencing customer loyalty? 1. 5. Does product affecting the customer loyalty? 1. 6HYPOTHESIS 1. 6. 1Hypothesis 1 Ho: Price does not contribute to the customer loyalty H1: Price does give high contribute to customer loyalty 1. 6. 2Hypothesis 2 Ho: Service not gives impact to customer loyalty H1: Service gives impact to customer loyalty 1. 6. 3Hypothesis 3 Ho: Brand image does not influencing the customer loyalty H1: Brand image is a big influencer the customer loyalty 1. 6. 4Hypothesis 4 Ho: Product does not affecting customer loyalty H1: Product gives effect to the customer loyalty . 7SIGNIFICANT TO STUDY Businessman One of the alternatives to the businessman to find a way to improve the response from the customers. Besides that, they also will know the weaknesses from all aspects such as services, preparation of the menu, personnel, and others. By knowing all this weaknesses, the management can find the best way to overcome these weaknesses as well as can enhance the image of KFC. Researcher This study also important to the researcher in getting more information besides can gain more knowledge from the study that has done.These findings can be made as references to the people that responsible in promoting this fast food restaurant as well as can improve the economy of the country. Customers Findings from the study that has done can give opportunity to the customers in ex pressing their satisfaction to the service that was provided by this fast food restaurant. 1. 8LIMITATION OF THE STUDY Time constraints Researchers really affected with the time period to finish this study because researcher need some time to get accurate info and study the info.However, researcher able to produce this research report with guidelines. Budget Researcher also facing budget constraint because researcher only student and yet not gain sufficient money pocket. Respondents Researcher focus to distributed question at UiTM Kota Bharu because researcher not able to distribute at other site. CHAPTER 2: LITERATURE REVIEW 2. 0INTRODUCTION This chapter focuses on issues related to the customer loyalty in the fast food industry. The literature review in this chapter will present understanding of factors influencing the customer loyalty in the fast food industry.Customer loyalty can be defines as â€Å"customer behavior characterized by a positive buying pattern during an extended period (measured by means of repeat purchase, frequency of purchase, wallet share or other indicators) and driven by a positive attitude towards the company and its products or services† (Looy, Gemmel & Dierdonck, 2003). Dimitriades (2006), define a loyal customer as one who holds a favorable attitude toward the service provider, recommends the service provider to other consumer and exhibits repurchase behavior.In fact that loyal customers buy more products, loyal customers are less price sensitive and pay less attention to competitors’ advertising, servicing loyal customers is cheaper and last is loyal customer will spread positive word of mouth and refer other customers. Loyalty and experience gained over the relationship are positively related (Wang, Liang and Wu, 2006) Price is the amount of money charged for a product or service, or the sum of all the values that customers give up in order to gain the benefits of having or using a product or service.The firm can c hoose between two broad strategies, market-skimming pricing and market-penetration pricing. Market-skimming pricing is setting a high price for a new product to skim maximum revenues layer by layer from the segments willing to pay the high price, the company makes fewer but profitable sales. Market-penetration pricing is setting a low price for a new product in order to attract a large number of buyers and a large market share. (Philip Kotler, Gary Armstrong). There are several measurement variables to qualify a person's product-price knowledge.Price mechanisms, price consciousness, the use of a shopping list, and shopping frequency, as determinants of the accuracy and size of, and confidence in, one's product-price knowledge, even though the impact structure is not uniform. There are some indications that formerly encountered price stimuli represent a relatively obsolete part of a consumer's product-price knowledge. (Hans Pechtl). Product is the key element in the overall market of fering. According to Clayton Brown, Contributor, the product definition should be dynamic and reflect the needs of the company and the customer.A product definition at least includes the elements of product positioning, product differentiation and product life cycle. (Brown, C. (2012). Product also can be defined as anything that can be offered to a market for attention, acquisition, use or consumption that might satisfy a want or need (Philip Kotler, Gary Armstrong). Brand image can be defined as â€Å"set of perceptions about a brand as reflected by the brand associations held in consumers’ memory† (Philip Kotler, 2006). Jeffrey E. Danes and Jeffrey S.Hess and York (2010) most agree that brand image is a mental constructs that customers form based on their connections and associations with the brand. Services are form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything (Philip Kotler, Gary Armstrong). CHAPTER 3: RESEARCH METHODOLOGY 3. 0INTRODUCTION Research methodology includes all the data and analysis phases for the research paper. It includes the data collection method from primary data like questionnaire and the secondary data which is from internet or website.On the other hand, the other data collection methods are from observation and sampling. In order to analyze the data, the methods are frequency analysis, reliability test, regression analysis, and Pearson correlation analysis 3. 1 RESEARCH DESIGN Methodology can be defined as an approach used in the research process to assess the data. Methods are also such things as study design, population and sample, the study procedures and analysis methods data. Its aims to ensure data collection methods used in research studies is compatible with the objectives of the research objectives to be achieved.According to Malhotra (2007) research design is a frame work or blueprint for conduc ting the marketing research project. It details the procedures necessary for obtaining the information needed to structure or solve marketing research problem. The researcher is the type of conclusive research that has as its major objective the description of something, usually the market characteristics or functions. 3. 2DATA COLLECTING METHOD Collection is the process of gathering, assembling and accumulation of information. There are two methods of data collection generating has been implemented, that is the primary data and secondary data.For the purpose of this study, the researcher will gather the data from both primary and secondary data to complete this study. 3. 2. 1Primary Data The primary data sources are from the distribution of questionnaire. Researcher will build a set questionnaire that is related to the study and distribute to the respondent a) Questionnaire Researcher will use questionnaire method in order to gather the information. The questions contain the indepe ndent variables and dependent variable. A set questionnaire will be distributed to the respondent which is the customer of KFC KBMall. The respondent consists of 50 customers.There are three sections in the questionnaire, which include personal detail of respondent. Section B will be including the question about independent variables that are, price, product, service and brand image. The last section is regarding the dependent variable which is customer loyalty. i. Nominal Question The questionnaire is based on the independent variable that researcher found through literature review and other information. In section A, the respondents need to answer nominal question. The respondents need to choose only one answer because in section A is about respondents’ profile such as gender, marital status or age. i. Likert Scale Question Other than that, researcher use Likert Scale in the section B and C where the respondents need to circle the answer which include the degree acceptance with factors that lead to customer loyalty. 3. 2. 2Secondary Data In this research, the data of secondary sources were obtained from both internal and external secondary data such as books, company’s reports, journals and also through selected websites. 3. 3SAMPLING METHOD 3. 3. 1Collecting the Sample of Respondents For this study, the researcher has selected 50 respondents who come to KFC KBMall by using the simple random method. 3. 4METHOD OF DATA ANALYSISIn conducting the research, after respondents were determined, the researcher has analyzed the data using the Statistical Packages for Social Science (SPSS) version 17. 0. SPSS is also used to identify the relationship between two or more variables. Meaning that, it involves the process of hypothesis testing. By using the SPSS, ordinary simple linear regression model and multiple regression model analysis are selected in order to analyze and the test hypothesis. This technique is commonly used in business and economics for estimating the relationship between two or more values of dependent and independent variable.CHAPTER 4: FINDING AND DATA ANALYSIS 4. 0INTRODUCTION This chapter will discuss the results and findings of this study by using frequency distribution, reliability, Pearson correlation, and multiple regression analysis. Before the analyses were thoroughly done, all data were edited and passes through the reliability analysis. At the end of the chapter, discussions about decision on hypothesis were reported. 4. 1 FREQUENCIES In the Section A, demographic session in questionnaire, the data will be calculated in the frequency distribution. 4. 1. 1Frequency Distribution Analysis by GenderResponds to Gender| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Male| 14| 28. 0| 28. 0| 28. 0| | Female| 36| 72. 0| 72. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 1 : Table of frequency analysis gender Figure 4. 1: Pie chart of frequency by gender Based on the table above, shows th at 50 respondents that give feedback through questionnaire, there are 35 were female and the remaining 14 were male. From the frequency analysis result, the majority of respondent who dealing with KFC KB Mall were female rather than male. 4. 1. 2Frequency Analysis by Age Responds to Age| | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| 18-24 years| 22| 44. 0| 44. 0| 44. 0| | 25-29 years| 5| 10. 0| 10. 0| 54. 0| | 30-35 years| 8| 16. 0| 16. 0| 70. 0| | 36-41 years| 4| 8. 0| 8. 0| 78. 0| | 42 years and above| 11| 22. 0| 22. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 2: Frequency analysis by age Figure 4. 2: Bar chart of frequency analysis by age Meanwhile, the result of the frequency analysis of 18 – 24 years is 44. 0% or 22 respondents. Furthermore, about 5 respondents are 25 – 25 years and the percentage of it is 10. 0%. For 30 – 35 years old respondents are about 8 respondents which are about 16. % And for 36 – 41 years old, by whi ch the lowest frequency analysis of age used KFC services at KB Mall, about 4 respondents of it is 8%. The second higher percentage followed by respondent’s age 42 years and above or about 11 respondents which are about 22%. 4. 1. 3Frequency Analysis by Race Responds to Race| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Malay| 40| 80. 0| 80. 0| 80. 0| | Chinese| 9| 18. 0| 18. 0| 98. 0| | Indian| 1| 2. 0| 2. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 3: Frequency analysis by race Figure 4. 3 : Pie chart of frequency analysis by raceThe result from Figure 4. 3 shows the customers of KFC KB Mall is multiple races, which the rrespondents were Malay, Chinese, Indian and others. Malay’s respondents are the biggest percentage among the others which take 40 respondents or 80. 0%. Therefore, most of KFC KB Mall customer is Malay meanwhile Chinese respondent is the highest, which takes 10 of respondents or 20. 0%. Indian show the respondent is only 1 respondent or 2. 0% that used KFC KB Mall. 4. 1. 4Frequency Analysis by Marital Status Responds to Status| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Single| 27| 54. 0| 54. | 54. 0| | Married| 23| 46. 0| 46. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 4 : Frequency analysis by marital status Figure 4. 4 : Pie chart of frequency analysis by marital status Table 4. 4 shows frequency analysis of marital status for 50 respondents. From 50 respondents, there are 27 of respondents or 54. 0% were single and about 23 of respondents or 46. 0% are married. Therefore, the researcher concluded that the customer of KFC KB Mall is single person because have higher percentage in the frequency distribution analysis. 4. 1. 5Frequency analysis by Education Level Responds to Education| | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| SPM/SPV/MCE| 5| 10. 0| 10. 0| 10. 0| | Diploma/STP/STPM/HSE| 4| 8. 0| 8. 0| 18. 0| | Bachelor Degree| 37| 74. 0| 74. 0| 92. 0| | Master Degree and above| 4| 8. 0| 8. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 5 : Frequency analysis by education level Figure 4. 5 : Pie chart of frequency analysis by education level Table 4. 5 indicates that most of customer is at Bachelor Degree of education, which’s covered 37 respondents or 74. 0% of respondents. It is followed by customer from SPM/SPVM/MCE level with 5 respondents or 10. 0% respondents.On the other hand, there are about 4 respondents or 8. 0% respondents who are having the qualification of from Diploma/STP/STPM/HSE and 4 other respondents from Master Degree and above Responds to Income| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Below RM1,000| 17| 34. 0| 34. 0| 34. 0| | RM 1,000 – RM 1,499| 6| 12. 0| 12. 0| 46. 0| | RM 1,500 – RM 1,999| 5| 10. 0| 10. 0| 56. 0| | RM 2,000 – RM 2,499| 1| 2. 0| 2. 0| 58. 0| | RM 2,500 – RM 2,999| 4| 8. 0| 8. 0| 66. 0| | RM 3,000 and above| 17| 34. 0| 34. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 6 : Frequency analysis by income levelFigure 4. 6 : Bar chart of frequency analysis by income level Table 4. 6 indicates that 34% of the respondents have the personal income ranging below RM1,000. While, the next 34% of respondents have an income from RM3,000 and above. There are 12% of respondents have income ranging from RM1,000 to RM1,499, 10% of respondents have income from RM1,500 to RM1,999, 8% respondents from RM2,500 to RM2,999 and the last is 2% of the respondents’ income level is RM2,000 to RM2,499. 4. 1. 7Frequency Analysis by Occupation Responds to Occupation| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Government| 22| 44. | 44. 0| 44. 0| | Private| 3| 6. 0| 6. 0| 50. 0| | Business| 2| 4. 0| 4. 0| 54. 0| | Retired| 1| 2. 0| 2. 0| 56. 0| | Housewives| 1| 2. 0| 2. 0| 58. 0| | Student| 21| 42. 0| 42. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 7 : Frequency analysis by occupation Figure 4. 7: Pie chart of frequency analysis by occupation Table 4. 7 indicates that most of respondents are working at a government sector with 44% or 22 respondents. It is follow by respondents who are students with 42% or 21 respondents. And for private sector, it contribute respondents at 6% or 3 respondents, follow by 4% from business.Lastly is follow by retired and housewives which are each of them with 2% each. 4. 1. 8Frequency Analysis by frequency goes to KFC KB Mall per month Responds to Frequency| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Once per month| 26| 52. 0| 52. 0| 52. 0| | Two times per month| 8| 16. 0| 16. 0| 68. 0| | Three times per month| 10| 20. 0| 20. 0| 88. 0| | Four times per month| 3| 6. 0| 6. 0| 94. 0| | Five times per month| 1| 2. 0| 2. 0| 96. 0| | More than above| 2| 4. 0| 4. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 8 : Frequency Analysis by frequency goes to KFC KBMall per month Figure 4. : Pie chart of Frequency Analysis by fre quency goes to KFC KBMall per month Table 4. 8 shows that respondents who goes once per month to KFC KB Mall is the highest contribution to respondents which covered 52% or 26 of respondents. It is followed by three times per month which covered 20% or 10 of respondents. In the other hand, there are about 16% or 8 of respondents who goes to KFC KB Mall two times per month. Next is followed with more than above which 4% or 2 of respondents and the last is five timer per month which is 2% or 1 of respondents. 4. 1. 9Frequency Analysis by spending at KFC KB Mall Responds to Spent| | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Below RM15| 11| 22. 0| 22. 0| 22. 0| | RM16 – RM30| 14| 28. 0| 28. 0| 50. 0| | RM31 and above| 25| 50. 0| 50. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 9 : Frequency Analysis by spending at KFC KBMall Figure 4. 9 : Bar chart of Frequency Analysis by spending at KFC KB Mall Table 4. 9 indicate that the highest spending by responden ts are RM31 and above which 50% or 25 of respondents. The second is from RM16 to RM30 which 28% or 14 of the respondents and lastly is the lowest, spending below RM15 which is 22% or 11 of the respondents. . 1. 10Frequency Analysis by Types of Products at KFC KB Mall Responds to Products| | | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Kids meal| 4| 8. 0| 8. 0| 8. 0| | Family meal| 15| 30. 0| 30. 0| 38. 0| | Individual meal| 19| 38. 0| 38. 0| 76. 0| | Burger| 7| 14. 0| 14. 0| 90. 0| | Snacks and desserts| 5| 10. 0| 10. 0| 100. 0| | Total| 50| 100. 0| 100. 0| | Table 4. 10 : Frequency Analysis by Types of Products at KFC KBMall Figure 4. 10 : Pie chart of Frequency Analysis by Types of Products at KFC KB Mall Table 5. indicates that most of respondents are enjoy to choose individual meals where 19 respondents which are 38% of respondents. It was follow by family meals of 15 respondents where 30% of respondents. Meanwhile, the result for snack and dessert are 5 respo ndents where 10%. Furthermore about 7 respondents or 14% would buy burger. And lastly is follow by kids’ meal with 4 respondents or 8% respondents. 4. 2RELIABILITY ANALYSIS Reliability analysis is a measure of the internal consistency of a set of scale items. The more reliable a set of scale items, the more confidence score the researcher obtained.According the Rules of Thumb about Cronbach’s Alpha Coefficient Size, there is value between 0 until 1. The closer result to 1, the more reliable the scale of variable. When the result is below than 0. 5, the reliability is not effective. Alpha Coefficient Range| Strength of Association| ; . 6| Poor| .6 to ; . 7| Moderate| .7 ; . 8| Good| .8 to ; . 9| Very Good| .9| Excellent| Table 4. 11 Rules of Thumb about Cronbach’s Alpha Coefficient Size Based on Hair et al (2003), the reliability test can be interpreted according to the strength using Rules of Thumb. 4. 2. 1Reliability Analysis for Customer Loyalty Reliability St atistics|Cronbach's Alpha| N of Items| .774| 5| Table 4. 12 Reliability analysis for customer loyalty This is the reliability test for customer loyalty, which the Cronbach’s Alpha value is 0. 774. It means that the questions are good to be asked to the respondents. 4. 2. 2Reliability Analysis for Price Reliability Statistics| Cronbach's Alpha| N of Items| .796| 5| Table 4. 13 Reliability analysis for price This is the reliability test for price, which the Cronbach’s Alpha value is 0. 796. It means that the questions are good and reliable to be asked to the respondents. 4. 2. 3Reliability Analysis for Service Reliability Statistics|Cronbach's Alpha| N of Items| .990| 4| Table 4. 14 Reliability analysis for service This is the reliability test for service, which the Cronbach’s Alpha value is 0. 990. It means that the questions are excellent and reliable to be asked to the respondents 4. 2. 4Reliability Analysis for Brand Image Reliability Statistics| Cronbach's Al pha| N of Items| .685| 3| Table 4. 15 Reliability analysis for brand image This is the reliability test for brand image, which the Cronbach’s Alpha value is 0. 685. It is means that the questions are moderate and reliable to be asked to the respondents. 4. 2. 5Reliability Analysis for ProductReliability Statistics| Cronbach's Alpha| N of Items| .721| 5| Table 4. 16 Reliability analysis for product This is the reliability test for product, which the Cronbach’s alpha value is 0. 892. It is means that the questions are very good and reliable to be asked to the respondents. The finding result for reliability analysis Variable| Cronbach’s Alpha| Strength of Association| Customer Loyalty| 0. 856| Very good| Price| 0. 916| Excellent| Service| 0. 720| Good| Brand Image| 0. 930| Excellent| Product| 0. 892| Very good| Table 4. 17 The finding result for reliability analysis 4. 3PEARSON’S CORRELATION OF COEFFICIENTThe researcher used this method to analyze if there i s a measure relationship between two variables. The researcher used Pearson Correlation Matrix to test hypothesis because the questionnaire is an interval measurement of scale. Correlations| | | Price| Service| Image| Product| Response of customer| Price| Pearson Correlation| 1| . 938**| . 972**| . 986**| . 969**| | Sig. (2-tailed)| | . 000| . 000| . 000| . 000| | N| 50| 50| 50| 50| 50| Service| Pearson Correlation| . 938**| 1| . 949**| . 951**| . 926**| | Sig. (2-tailed)| . 000| | . 000| . 000| . 000| | N| 50| 50| 50| 50| 50| Image| Pearson Correlation| . 972**| . 49**| 1| . 984**| . 967**| | Sig. (2-tailed)| . 000| . 000| | . 000| . 000| | N| 50| 50| 50| 50| 50| Product| Pearson Correlation| . 986**| . 951**| . 984**| 1| . 979**| | Sig. (2-tailed)| . 000| . 000| . 000| | . 000| | N| 50| 50| 50| 50| 50| Response of customer| Pearson Correlation| . 969**| . 926**| . 967**| . 979**| 1| | Sig. (2-tailed)| . 000| . 000| . 000| . 000| | | N| 50| 50| 50| 50| 50| **. Correlation is signif icant at the 0. 01 level (2-tailed). | Table 4. 18 Summary of correlation data Correlations| | | Price| Response of customer| Price| Pearson Correlation| 1| . 969**| | Sig. (2-tailed)| | . 000| | N| 50| 50|Response of customer| Pearson Correlation| . 969**| 1| | Sig. (2-tailed)| . 000| | | N| 50| 50| **. Correlation is significant at the 0. 01 level (2-tailed). | Table 4. 19 Correlation between price and customer loyalty Hypothesis 1 Ho: Price does not contribute to the customer loyalty H1: Price does give high contribute to customer loyalty The finding from the data released that customer loyalty and price value is 0. Even the result shows that the value is significant and high relationship between two variables. Correlations| | | Response of customer| Service| Response of customer| Pearson Correlation| 1| . 926**| | Sig. (2-tailed)| | . 00| | N| 50| 50| Service| Pearson Correlation| . 926**| 1| | Sig. (2-tailed)| . 000| | | N| 50| 50| **. Correlation is significant at the 0. 01 le vel (2-tailed). | Table 4. 20 Correlation between service and customer loyalty Hypothesis 2 Ho: Service not gives impact to customer loyalty H1: Service gives impact to customer loyalty The finding from the data released that customer loyalty and service value is 0. Even the result shows that the value is significant and high relationship between two variables. Therefore the H1 will be accepted and H0 will be rejected. Correlations| | | Service| Image| Service| Pearson Correlation| 1| . 49**| | Sig. (2-tailed)| | . 000| | N| 50| 50| Image| Pearson Correlation| . 949**| 1| | Sig. (2-tailed)| . 000| | | N| 50| 50| **. Correlation is significant at the 0. 01 level (2-tailed). | Table 4. 21 Correlation between Brand image and customer loyalty Hypothesis 3 Ho: Brand image does not influencing the customer loyalty H1: Brand image is a big influencer the customer loyalty The finding from the data released that customer loyalty and brand image value is 0. Even the result shows that the valu e is significant and high relationship between two variables. Therefore the H1 will be accepted and H0 will be rejected. Correlations| | Product| Response of customer| Product| Pearson Correlation| 1| . 979**| | Sig. (2-tailed)| | . 000| | N| 50| 50| Response of customer| Pearson Correlation| . 979**| 1| | Sig. (2-tailed)| . 000| | | N| 50| 50| **. Correlation is significant at the 0. 01 level (2-tailed). | Table 4. 22 Correlation between product and customer loyalty Hypothesis 4 Ho: Product does not affecting customer loyalty H1: Product gives effect to the customer loyalty The finding from the data released that customer loyalty and product value is 0. Even the result shows that the value is significant and high relationship between two variables.Therefore the H1 will be accepted and H0 will be rejected. 4. 3REGRESSION ANALYSIS Model Summary| Model| R| R Square| Adjusted R Square| Std. Error of the Estimate| 1| . 980a| . 960| . 956| . 459| a. Predictors: (Constant), Product, Servi ce, Image, Price| Table 4. 18 Model Summary From the table of model summary above, the value of r square 0. 980. This means that 0. 980 of dependent variable are explain by independent variable that has been use in the research. This indicates the high percentage which means that almost all of the independent variables can be used in this research. ANOVAb| Model| Sum of Squares| df| Mean Square| F| Sig. | | Regression| 225. 636| 4| 56. 409| 267. 647| . 000a| | Residual| 9. 484| 45| . 211| | | | Total| 235. 120| 49| | | | a. Predictors: (Constant), Product, Service, Image, Price| b. Dependent Variable: Response of customer| Table 4. 18 ANOVA Regarding to the above table, the F-test is significant which is P value 0. 00 < 0. 05. It means that all the variables validated and accepted since the p-value less than 0. 05. Therefore the model is significant to other words at least one of independent variable is significant to predict the dependent variable. Coefficientsa| Model| Unstandardi zed Coefficients| Standardized Coefficients| t| Sig. | B| Std. Error| Beta| | | 1| (Constant)| . 015| . 266| | . 057| . 955| | Price| . 104| . 180| . 105| . 580| . 565| | Service| -. 057| . 080| -. 072| -. 718| . 476| | Image| . 146| . 159| . 158| . 917| . 364| | Product| . 727| . 225| . 788| 3. 232| . 002| a. Dependent Variable: Response of customer| Table 4. 19 Standard Coefficients The t-test shows the significant result for the dependent variable which is 0. 047 < 0. 05. Besides that, for the other variable which are corporate reputation and service quality where p value is < 0. 05 and it means there is significant relationship. CHAPTER 5: CONCLUSION AND RECOMMENDATIONS 5. INTRODUCTION For this chapter, the researchers will concludes all the information that had been mention from chapter one until chapter four. The researchers also included the suggestion and recommendation for KFC at KB Mall based on the finding in chapter four for future research in order to help other researc hers make improvement and thus provide useful information. 5. 1 CONCLUSION This research had been conduct to identify customer loyalty at KFC KB Mall. Customer is the most important asset for every business in the world. All the companies do not want to lose their own customer especially if customers turn away to the competitors.The researchers had found that the factors of customer loyalty based on price, service, brand image and product. Besides that, there have four hypotheses for this study, which can be prove. The result for hypotheses shows that all the independent variables that are price, service, brand image and product have significant relationship with customer loyalty but the most significant variable is product. In terms of the independent variables, the researchers found that product plays important factor that affecting to the customer loyalty because it has strong correlation which is, 0. 79. 5. 2 RECOMMENDATION Nowadays, there are many fast food restaurant have been built in Malaysia. So existence of the new fast food restaurants such as RasaMas, Chicken Rice Shop, and McDonald exist and they are really make good competition among them. Therefore, to reduce customer loyalty, it is important to KFC to be maintained as a number one in the fast food industry. Thus, through this study researchers willing to make some suggestions for KFC KB Mall and hope it can help in the future. 5. 2. 1 Training the StaffStaff at KFC KB Mall is very important to create long term relationship because they are person who meet customers and treats the order from customers. Therefore, KFC at KB Mall branch’s staff should be giving training maybe twice a year on how to overcome and how to communicate with the customers. Although it takes high cost for the company, KFC need to scarify to create high customer satisfaction. Through training, KFC’s staff can control their emotion when faces different customers who are uncontrollable and have different charac teristics.Furthermore, the staff also should have basic knowledge that can help customers to solved problems. 5. 2. 2 Faster counter services Counter service is important to increase customer loyalty. This is because customer always rushes for their time. Therefore, KFC KB Malls’ staffs need to limit time serving one customer. It can be done if KFC KB Malls’ staff can serve the customers’ immediately and not waste time. Besides that, KFC also need to improve in term of time taken order for one customer. This is because from the researcher observation, customer always complaint that they need to wait until 6 until 10 minutes for taken an order.Sometimes, customers urgently want to order the menu. So, KFC need to improve their process and use another way when make the serving menu. 5. 2. 3 Change the location Location also plays the important factors in giving the best service to the customer. Basically location at KB Mall is crowded because in front of KFC is Mc Donald, RasaMas, Chicken Rice Shop. So, there are many competitors there and customers hard to make choice to go to the fast food restaurant. KFC should find the places that surrounding the building do not have too many competitors that will affected their business.REFERENCES Kotler, P. , & Armstrong, G. (2012). Principles of Marketing. (14th ed. ). England: Pearson Education Limited. (n. d. ). Retrieved from http://www. kfc. com. my/about-kfc-malaysia. php (n. d. ). 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