Examine the role of social media in customer relationship management Essay

Examine the role of social media in customer relationship management 02221 - Essay Example Twitter, Facebook, etc (Holzner, 2008). The complete interactions that take place through the social channels provides various information to small companies, which can be utilized to enhance their services, products, as well as overall approach towards their business (Evans, 2012). Companies are required to value social media as well as realise that it is a two-way or joint process. If they choose to utilize social media like the customer centric stage, they can’t avoid complaints or the negative comments. In reality, one in three Twitter and Facebook user consider that companies should reply to the social grievances within two hours. People have some hopes, and companies should meet those hopes or expectations. Social media is considered as the newest channel by which companies can interact with the target customers (Sponder, 2012). Customer relationship administration/management is referred to the tactics, practices, and technologies, which organizations or firms use to record, manage, and assess customer interactions or communications to drive the growth of sales by enriching and deepening relationships with their entire customer base. The systems of customer relationship management are designed in order to collect customers’ information across various channels such as company’s website, live chat, marketing materials, telephone, social media, and live chat (Boulding et al, 2005). The systems of CRM can also provide customer-facing employee detailed data, buying preferences, and purchase history. Companies need to make sure that the analysis and storage of their customer facts and data must encompass a highest degree of security against identity theft, cyber criminals as well as other violations of securities (Chen and Popovich, 2003). From the company’s viewpoint, the whole relationship includes the direct communication aspect, for example service and sales related processes, and

Astrological Essay Example | Topics and Well Written Essays - 1000 words

Astrological - Essay Example They are also good story tellers. I think that I am imaginative in a positive way. I am very much interested in riding a horse. Whenever I am free, I look forward to taking a horse ride because it gives me immense pleasure. I enjoy riding a horse because I had always imagined riding a horse from my early childhood. I don’t know it was cartoons or films but I am interested in horse riding from childhood. During horse riding I love to see beautiful sites. This has always been my dream and it has something to do with my astrological sign. Another good example that explains my imaginative power is that I like to try new things very often. I quickly get bore of doing the same thing. For example, I often rearrange of my room after every other month even if it only involves shifting my bed from one side to another. I have different posters set up on my bedroom walls and I keep on changing them as well. I try to make my room look different using my different posters and art work. I of ten am the one who persuade my friends to try out new and different things. Going out to same places very often is boring to me. I keep on planning different picnics and other activities with friends just to keep the spice in my life. For me, different is always better. Another interest of mine is to read short stories. I love to read short stories as they give me great pleasure. I also keep on thinking about writing a short story and think about different topics. These are some of the examples of my imaginative power. The second personality trait of my personality is cleverness. I think I am a clever person because I can pick new things very quickly. I am a fast learner as I quickly apply things that I see around me. I learned how to ride a horse with any major help. Also I prefer going through a website and reading about different things instead of relying on other people. I am also clever in a good way

Politics Essay Example | Topics and Well Written Essays - 1500 words - 3

Politics - Essay Example The fundamental ideas in liberalism were expressed by Thomas Hobbes and John Locke. The two believe that the governed are the ones who have and retain the sovereign power. Liberals in the 19th century urged the end of state in the economic life of society. Liberal theorists agreed with Adam Smith that economic systems that are based on free markets are more efficient, and that they generate more wealth than those that are partly state-controlled. The Industrial Revolution in Europe and North America resulted in great inequalities in wealth and other social problems. Looking for solutions to these problems, liberals advocated for limited government intervention in the market and for the creation of government funded services e.g. free public education and health insurance. Further expansion of social welfare programs occurred in America after World War II. The presence of economic stagnation in the late 1970s, made the classical liberals more vocal in their position favoring free mark ets. Liberals consider the government as tasked with removing obstacles that prevent individuals from living freely or from fully realizing their potential. These obstacles include poverty, disease, discrimination and ignorance. In the United States, liberalism is associated with the welfare-state policies of the New Deal Programme of the Democratic administration of President Franklin D. Roosevelt. According to McGowan, American liberalism is different from its European and English counterparts because established religion, an entrenched aristocracy, and an absolutist state never gained a serious foothold in the American colonies. Similarly,

Swine flu Essay Example | Topics and Well Written Essays - 500 words - 1

Swine flu - Essay Example partment of Health in the UK also reports that the swine flu vaccine can offer the pregnant woman and her foetus some form of protection against the disease and concerns over safety are baseless (Press Association, 2009). In order to ensure the safety of the mother and her baby, medical health workers need to be mandatorily included in the vaccination program for swine flu. This is to be imposed in the coming winter months for all health workers (Stein, 2009). The Civil Contingencies Act of 2004 expresses that in instances of National Emergency, previous laws may be overruled. Emergency situations, in these instances include epidemics or a situation which causes serious human illness in the United Kingdom (section 19). The right to refuse treatment and the patient’s right to consent is overruled in this case because the life of the pregnant women and the population in general is endangered. The side effects which sometimes manifest after the administration of the swine flu vaccine, based on reports by experts covering hospitals in Canada, the United States, and Finland are baseless. Reports of Guillain-Barre and spontaneous abortions in these women have not necessarily been associated with the vaccine. So far figures do not exceed baseline parameters pointing to a definite link between these two (AP, 2009). Based on a patient’s Right to Self-determination, a patient has the right to refuse treatment and consequently, he has the right to refuse vaccination (Mental Health Act, as quoted by Leino-Kilpi, 2000). Reports from Medstar in America indicate that exemptions for health employees are being allowed as reasons for not being vaccinated against swine flu. These exemptions include: egg allergies or risk factors for a rare complication known as Guillain-Barre syndrome (Stein, 2009). Religious reasons are not being allowed as exemptions for this vaccination (Stein, 2009). Brewington, K., 2009, Swine flu vaccine: just one dose needed for pregnant women,

Christians Should Not Take Part In Sport Or Shopping Essay Example for Free

Christians Should Not Take Part In Sport Or Shopping Essay The important thing about this statement is that it can be argued two ways. Many people would see sport or shopping as a chore therefore related to work. Others would argue that it is a leisure activity and it is not work. With this in mind the church instated a law saying that all Catholics must attend mass on a Sunday. The Catholic Church itself has no laws or restrictions about shopping or playing sport on a Sunday. By tradition Sunday was the holy day separated and set aside by the fact the mass going was essential to the days activities. In The Old testament there is a saying in the book of Ecclesiastes saying there is a set and provide time for everything which basically means people should balance out there time between things. In todays society were everything is on the move and rushed priorities should be examined and people should use the gift of time wisely. God himself as many believed set down the day of worship. Sunday has three main important events, which coincide with this day. One: Jesus rose from the dead on this day.  Two: Sunday was the first Day of the week and the first day of creation.  Three: Jesus sent down the Holy Spirit On The Pentecost.  Sunday is also a day of celebration when Catholics come together to give praise to God and to thank God for what he has given all of them.  Sport nowadays has become big business for all involved. Among all the big names in sport no one objects to playing on Sundays because of all of the money involved. This is just a small list of all the sports that are being played on Sundays Although sport is played on money for reasons other the money many include because of TV rights and because of sponsors. Christians should not take part on sport on Sunday because sport is seen as work in the churchs eyes. Many values are expressed in sport such as sportsmanship, fairplay etc.  Shopping is the second of the changing faces of Sunday is becoming the most popular one. Many family lifestyles revolve around the parents work and therefore many parents only get to see their children at the weekends. The weekend is often regarded as the days to get the shopping done and many rely on Sunday heavily. Since seven day shopping was legalised in 1977, many have taken advantage over the law. Teresa Murray head of the N. Ireland Region Of Shopping Centres said Sunday Shopping has become like a leisure pursuit for families and has become an important trading day for people in business. Business provides a service and depending on the demand it either succeeds or fails and on Sunday nowadays shopping has become a demand so in order to make money business open for the maximum hours allowed which is six. Many working families dont have much time to spend so end up using Sunday to spend time with there children or getting tings that they could get during the week such as grocery shopping. All the added time spend on Sundays has increased the employment needed for Sundays. Bob Gourley head of N. Ireland Shop Workers Union said they had been opposed to the Sunday trading laws and had in fact boycotted them for many years but however hard they try Sunday trading has become a reality. Our workers only work on Sunday where it is done by agreement

Heart of Darkness Essay Example for Free

Heart of Darkness Essay Kurtz is the man who Marlow searches for through the Congo. Marlows search develops into an obsession and when the search has ended, he only finds a shadow of a man that was once Kurtz. Kurtz was a man who had achieved great things in his life, inspiring each person he had come across and was expected to accomplish more. He came into the Congo with great plans for civilizing the natives, however he became greedy, which ended up being the subject of his own demise. I had immense plans I was on the threshold of great things. Kurtzs main characteristics were his ability to talk passionately to people and inspire them with his words. He had a charisma that made people feel that he was some kind of a genius. Kurtz was a very talented human being, gifted in many areas. He could not be pinned down to a specific talent. He was seen as a great musician to his cousin that Marlow visits, a brilliant politician and leader of men to the journalist and a genius and humanitarian to his intended. Marlow views him as a universal genius. Kurtz is a round character, who is explored deeply and at times, almost to deep. He is neither the protagonist nor the antagonist, but he is a complex main character within the novel. In places where Kurtz is described, there is imagery of darkness and foreboding evil. Kurtz was an exaggeration of the white people who had come to Africa for money. Kurtzs greed for ivory became extreme and even made him violent and aggressive. He was the idea of the self-made man that was the American dream. It was thought that any man could travel and be wealthy materially and spiritually. He was living that dream for a while, before it swallowed him whole. His ego inflated and he believed himself to be a superior being such as God. He let himself be worshipped among the natives and encircled himself with darkness and evil. Hence, his ideals had changed from his journey through Africa. And he soon became one of the natives. Releasing himself from civilization and restraint. When Marlow finally reached Kurtz, Kurtz had become hollow. Kurtz had reached insanity. He was no longer the great man he had once been. He was hollow at the core. Through conversing with the natives and immersing himself with them, Kurtz lost his restraint, which he had learned through civilization. By taking part in native ceremonial gatherings, he had lost his soul and he had succumbed to darkness. How many powers of darkness claimed him for their own. The reason for his behaviour was his greed for ivory. He gave up his soul only for the sole purpose of money and success. However, his actions are justified as Marlow expresses that leaving a man in a jungle with nothing but himself and the desire to make money, will make him go mad. Without restraint from his own culture, Kurtzs basic instincts were released. Kurtzs appearance had dramatically altered as well. He was extremely thin and had a baldhead; he had also lost the ability to walk. From being a God to the natives, he soon comes to despise them. He sees them as rebels, which is why he has stuck heads on sticks outside his hut. Exterminate the brutes In the end, Kurtz dies just after he has come to realize that he has become the heart of darkness. He is an embodiment of evil and he highlights this by saying, The horror! The horror! Kurtz was an imperialist who was a symbol of colonization, and a symbol of the jungle.

Maybank BHD Financial Performance Analyis

Maybank BHD Financial Performance Analyis CHAPTER 1 INTRODUCTION Production or gain from a financial institution is depending on some issues whether the external control or the internal control. External control refer to the environment in our country like economy growth and inflation that effect the purchasing power of customer as the price of goods increases, customer demand will increase too. The Malaysian economy actually moves together with strong financial system. Strong financial system of a country will contribute to economic growth. Economic growth of a country like Malaysia is measured in terms of real GDP. According to Travel Document Systems (1996) ,since independent on 1957 until 2005, Malaysian economy had grew by 6.5% per year automatically it become the best country in Asia at that time. Banks nowadays struggled to maintain a good performance in order to fulfill its objectives of satisfying their customers, employees, depositors and government according to Askari Commercial Bank ( 2006 ). The evolution of financial system in Malaysia has been significant. 7.2 per cent economic growth registered by the country last year was the highest achievement over 10 years and was driven by the two stimulus packages as well as the management of countrys financial and banking system by Bank Negara said the Prime Minister Datuk Seri Najib Tun Razak (2011) . 1.1 BACKGROUND OF STUDY Profit is the major focus of why everybody struggles to make sure their business going well as profit is the important sources of funds. This paper will measure financial performance of Maybank Bhd and determinant of data by identifying the profitability performance of Maybank Bhd. It is important to understand the profitability of commercial bank after considering certain factors that may contribute to the profitability. The research is based on the performance of Maybank from 2001 to 2010. 1.2 PROBLEM STATEMENT A financial institution is a profit-seeking organization owned by shareholders who expect to gain return with the risk associated that they have to face. There are many factors that contribute to bank profitability. According to Bankers Journal Malaysia, for Malaysian Banks, more than 80% of their total income is attributed to interest income. Previous studies have also found that interest income and non-interest income have a positive effect on bank profitability. However besides those banking characteristics of internal variables, there are some external variable that may affect the banks profitability performance that cannot be overemphasized like inflation and GDP. Earlier studies by Al-Hajji, Mohsen (2003) have found positive relationship between the GDP and bank profitability. When GDP increases, profitability of the bank will increase too. Adverse result was found about relationship between inflation and bank profitability. This study will answer the question of how interest income, non-interest income, GDP and inflation rate relate with bank profitability also how is well is the performance of Maybank Bhd during the period of study. RESEARCH QUESTION Dependent and independent variables are studied to find solution about the profitability performance of Maybank Berhad. Factors affecting performance of Maybank Berhad can be comprises into external and internal factors. The criteria that will be evaluated are interest income, non-interest income , interest expenses, Gross Domestic Product (GDP) and inflation rate. The intent of this study is to examine the effect of all this factors towards performance of Maybank Berhad. This research problem leads to questions concerning relationship between selected criteria. In this research, there are few question were asked as listed below : 1.3.1 To what extend inflation rate effect the performance of Maybank Berhad? What are the relationship between dependent variable and independent variables ? 1.3.3 What is the factor that most effect profitability ratio of Maybank Berhad? 1.4 OBJECTIVE OF STUDY The main objective of this study is to study the factors attributes to the profitability performance of Maybank Bhd. comprises of interest income, non-interest income ,Gross Domestic Product (GDP), and inflation rate. The study also will determine the profitability performance of bank for 10 years period. Apart from that, there are few supporting objectives to support the main purpose were listed below : To study the relationship between internal variables and bank profitability. To identify whether bank cost and bank revenues will contribute to profitability performance of Maybank Bhd. To determine which factors contribute the most to profitability of Maybank Bhd. To analyze the trend of Maybank profitability over 10years and identify Maybanks strength and weaknesses using certain profitability ratios. SIGNIFICANT OF THE STUDY Bank profits refer to the return on invested capital and it is important to company as well as the shareholder. Bank profits can be considered as benefit to depositors as it shows stronger, safer and efficient banking system in the increases in revenues and services improvements. Indirectly borrowers also will get the benefits since the bank lending rate depends of ability of banks capital accounts. This paper will focus on some categories as follows: Facilitate researcher to find out the major factors contributing to the profitability performance of commercial banks especially Maybank Bhd. To assist the researcher to be more alert on how to manage and overcome problems that could come together with independent variables and provide guides on how to improve profitability performance. Also provide information on banks profitability strength and weaknesses that could be use by the customers as an evaluation of banks performance. The researcher may also view the performance trend of Maybank Bhd. during this 10 years from 2001 to 2010. 1.6 SCOPE OF STUDY This research paper will focus on the financial performance of Maybank Berhad based on banks profitability. The factors that will be evaluate are divided into 2 which are external factors (Gross Domestic Product, and inflation) and internal factors ( interest income, non-interest income ). 1.7 LIMITATION OF STUDY The limitations of this study is the data only for 10years starting 2001 to 2010. Furthermore the data come from secondary data and sometimes may be adequate or accurate. Besides most of the data were gathered from journals, BNM – Maybank annual reports , and articles. 1.8 DEFINITION OF TERMS 1.8.1 Profit According to Wikipedia, profit  can be considered as the difference between the purchase  price  and the  costs  of bringing to market whatever it is that is accounted as an enterprise or in a simple word it means money gained in business. 1.8.2 Interest Income Companies sometimes keep their cash in short-term deposit investments such as certificates or deposit with maturities up to twelve months, savings account, and money market funds. The cash placed in these accounts earn interest for the business, which is recorded on the income statement as interest income. Interest income will fluctuate each year with the amount of cash a company keeps on hand and the general level of interest rates as set by the Federal Reserve. (Source: Joshua Kennen – Investing for beginners guide ) 1.8.3 Operating profit The profit earned from a firms normal core business operations. This value does not include any profit earned from the firms investments (such as earnings from firms  in which  the company has partial interest) and the effects of interest and taxes. It is also  known as earnings before interest  and tax (EBIT). (Source:http://www.investopedia.com/terms/o/operating_profit.asp) 1.8.3 Profitability Analysis Analysis that assigns revenues and costs to major customers or groups of customers rather than to organizational units, products, or other objects. The results may direct organizational resources toward more profitable uses. It is an application of segmented reporting in which a customer group is treated as a segment. It is especially helpful when combined with an activity-based costing approach that determines which activities are performed for each group and assigns costs based on appropriate drivers. (Source : http://www.answers.com) 1.8.4 Inflation Inflation is An increase in the amount of currency in circulation, resulting in a relatively sharp and sudden fall in its value and rise in prices: it may be caused by an increase in the volume of paper money issued or of gold mined, or a relative increase in expenditures as when the supply of goods fails to meet the demand. (Source : Websters New Universal Unabridged Dictionary) 1.8.5 Financial Ratios Ratios that measure a firms ability to meet its short-term financial obligations on time, such as the ratio of current assets to current liabilities. (Source : The Free Dictionary by Farlex ) 1.8.6 Gross Domestic Product Gross domestic product (GDP) refers to the market value of all goods and services produced within a country in a given period. It is often considered an indicator of a countrys standard of living. Gross domestic product is related to national accounts, a subject in macroeconomics. ( Source : http://erbwikipedia.org/wiki/Gross_domestic_product ). Interest Expense Interest expense is a non-operating or other expense for the cost of borrowed money or other credit. The amount of interest expense appearing on the income statement is the cost of the money that was used during the time interval shown in the heading of the income statement, not the amount of interest paid during that period of time. (Source : Accounting Couch) SUMMARY In this chapter, we have discussed about the influence of factors affecting profitability performance of Maybank Berhad and the question that need to be answered in this paper. This research examined the bank profitability which focused on both the returns on bank assets and equity, net interest rate margins and net operating margin. High performance comes from effort given by bank management to produce high profit while facing risk related. Firm need to generate income as much as possible as banking institution is a profit-orientation company. CHAPTER 2 LITERATURE REVIEW INTRODUCTION Bank performance depends on the profitability measurement of banks financial statement. It is recognized that the growth of the banking system is dependent on a strong and stable economic development. PREVIOUS STUDY This paper deals with performance of commercial bank, focuses on Maybank Berhad. Some of previous study that relate with this research are Masood et al. (2009) revealed that in case of calculating profitability in terms of ROE or ROA the most significant internal and external factors affecting Saudi banks are capital adequacy ratio, earning assets to deposits ratio, operational efficiency, growth rate in GDP, and banking sector development. He finds also that variables to do with credit risk, inflation rate and interbank offered rate are insignificant and have a low effect on all indicators of profitability. The results in the speech by Tan Sri Dato Ali Abu Hassan Bin Sulaiman, Governor of BNM, (23 September 1998), he stated that since the onset of the financial crisis, BNM had instituted a number of measures , amongst others included tighter loan classficication policy for non-performing loans and a limit on lending for the purchase of shares. Since then, the financial crisis advers ely affected the real economy, resulting in real GDP contracting by 4.8% during the first half of 1998. Year 1998 was a difficult year for the banking system while 1year after that was the recovery year in the performance of banking system. (BNM 1999 Annual Report Press Conference). Haslem (1968) defined profitability as the capacity to gain or profit, or to return a profit or income. Profit is the measured for productive capacity of a company. According to Orl and Yolalan(1990), profitability performance evaluation of a banks should be linked to decision model so as to associate the result obtained with the decision. Meanwhile, according to Bashir and Hassan , (2003) on their study on the factors influencing the profitability of Islamic banks in eight Middle Eastern countries for the period 1993–1998, they find that the higher leverage and large loans-to-asset ratios lead to higher profitability. This study also indicates a positive relationship between macroeconomic variables, stock market development and profitability of banks. Ben Ben Naceur and Goaied (2006) they find that macroeconomic indicators like inflation, GDP, and market concentration ratio have no impact on banks interest margin and profitability. However, financial structure variables (stock market capitalization divided by total assets or GDP) do have a positive effect on the return on assets. Staikouras and Wood (2003) said that macroeconomic indicators (variability of interest rate, growth of GDP) had a negative impact on profitability. Chance and Lane [1980], and Sweeney and Warga [1986] find little evidence that supports the interest rate sensitivity of bank or financial institutions stock returns. On the other hand, studies such as Lynge and Zumwalt [1980], Booth and Officer [19851, Scott and Peterson [1986], and more recently Chaudry and Reichert [1999] suggest that the stock returns of financial institutions are highly sensitive to changes in interest rates.  Different result from Kosmidou and Pasiouras (2007) which they examine how a banks specific characteristics and the overall banking environment affect the profitability of commercial domestic and foreign banks operating in the 15 EU countries and they found that the main determinants of profitability measured by ROAA, macroeconomic conditions (inflation, growth of GDP) and financial market structure (stock market capitalization to total assets or to GDP, total assets to GDP) are statistically significant and related to both domestic and foreign banks profitability. Apart from that, Bourke (1989), Heggested (1977) using the consumer price index (CPI) as a proxy for inflation both of them made a research on relationship between profit and inflation and the result, both studies found that inflation had a significant relationship with profit. Earlier study from Revell (1980). believed that inflation could be a factor in the causation of variations in banks profitability. For studied on total expenses, items that fall within the control of bank management can be broadly divided into 3 categories: staff expenses, provision for loan losses, and other general expenses. Expenses, such as payment for income tax, are considered statutory expenses and hence beyond the control of management. Devinaga Rasiah (2010) . THEORETICAL FRAMEWORK In this study, 4 factors were chosen to be evaluated. They are return of unit trust fund, risk level of unit trust, diversification level and last but not least is risk-adjusted level. Below is the relationship between dependent variable and independent variables. Title : Investigation of The Financial Performance of Maybank Berhad Bank interest income Bank Non-Interest Income GDP Inflation rate Bank Profitability Interest Expense DEPENDENT VARIABLE INDEPENDENT VARIABLES CHAPTER 3 METHODOLOGY AND DATA 3.0 INTRODUCTION This study will analyze the relationship between dependent variable (profitability of Maybank Bhd) and independent variables (interest income, non-interest income, inflation rate and Gross Domestic Product (GDP) ).This study will covered 10 years data from 2001 until 2010 and will be done using Statistical Package For Social Science (SPSS). Furthermore, hypothesis will be tested whether it can be accepted or rejected. This will provide more understanding view among variables. The advantage of using profitability ratios is that they are inflation invariant that is they are not affected by changes in price levels. This is useful in a time series analysis such as this, where the real value of profits may be distorted by the time varying inflation rates as stated by Devinaga Rasiah (2010). 3.1 DATA COLLECTION Data was collected using annual reports of Maybank Bhd. The data collection was compiled from the financial statement also the balance sheets from Maybanks annual reports for 10 years.. All the data will be evaluate accordingly to see the relationship between the dependent and independent variables also to test the hypothesis. Besides some of the data comes from Internet website like video on news and some articles which contain information about Maybank Bhd. 3.2 SAMPLING FRAME 10 years data was chosen as to see the latest profitability performance of Maybank Bhd. 10 years data is enough to show the flow of performance of bank to see whether it has consistent performance or not and factors which relate the most to banks performance can be determine. 3.3 SOURCES OF DATA The data on Maybank Berhad financial statements and balance sheets were collected using secondary data which come from: (BNM) Bank Negara Malaysia Annual Reports (2001 until 2010). Bursa Malaysia Internet Website. Library books, articles and magazines. 3.4 VARIABLES AND MEASUREMENT The variables used in this study can be categorized into two main types which are, the dependent and the independent variables. 3.4.1 Dependent Variables The dependent variable for this study is the profitability performance of Maybank Bhd. 3.4.2 Independent Variables There are 4 independent variables in this study which are interest income, non-interest income, inflation rate and Gross Domestic Product(GDP). RESEARCH DESIGN Research design involves a series of rational decision making choices. Various issues regarding the topic will be describe here including purpose of study, types of investigation to be make, time horizon and so on. 3.5.1 Purpose of the Study The purpose of this study is to determine the profitability performance of Maybank Bhd from 2001 to 2010. Besides, this study attempt to analyze the factors relates with the performance of Maybank Bhd. and what are the factor that has the highest impact on Maybank Bhd performance. 3.5.2 Types of Investigation This study involved the multiple regression study on the data from range of 2001 until 2010. This model was chosen because this study has more than 1 independent variable.. 3.5.3 Unit of Analysis Unit analysis for this study are interest income, non-interest income, inflation rate and GDP. 3.5.4 Time Horizon This study will use range data from 2001 until 2010 of Maybank Bhd. 3.7 DATA ANALYSIS AND TREATMENT This study use SPSS, multiple regression study as the statistical tool as to measure how all these variables will influence profitability performance of Maybank Bhd. The multiple regression study will be used to analyze the relationship between dependent variable, which is the profitability of Maybank Bhd and independent variables which includes interest income, inflation rate, GDP and non-interest income. Multiple Linear Regression Model: General Functions: P = f( Inflation rate, interest income, Non-interest income , GDP, e ) Specific Form of Equation: P = a + b1X1 + b2X2 + b3 X3 + b4GDP + b5INF + Where; P = profitability a = Constant b1, b2, b3, b4 = Coefficient Beta value X1 = interest income X2 = non- interest income GDP = Gross Domestic Product INF = Inflation = Error 3.8 HYPOTHESIS STATEMENT There are 5 hypotheses in this study which are: Hypothesis 1 H0: There is no significant relationship between inflation rate and bank profitability. Hypothesis 2 H0: There is no significant relationship between GDP and bank profitability. Hypothesis 3 H0: There is no significant relationship between Interest Income and bank profitability. Hypothesis 4 H0: There is significant relationship between Non-Interest Income and bank profitability. SUMMARY In this chapter, we have discussed about where the data comes from and how the data will be measures to evaluate the significances between dependent variable and the independent variables. The study is designed to examine 5main areas which are interest expense, interest income, non-interest income, inflation rate, and Gross Domestic Product (GDP). 10 years data from varieties of secondary sources like Bank Negara Malaysia and internet sources will be evaluated to explain the relationship between profitability performance and factors influence it. .