The ramifications of employee motivation and job satisfaction

A study of the research is on the consequences of employee motivation and job satisfaction to CIMB Bank Berhdad. CIMB Bank Berhdad is a bank that CIMB Group is Malaysia's second major financial services provider and one of Southeast Asia's leading universal banking groups. Formerly known as Bumiputra-Commerce Holdings Berhad, it's been listed on the primary Board of Bursa Malaysia, the country's stock market since 1987.

As at 20 November 2009, CIMB Group was the third greatest company on Bursa Malaysia with market capitalisation of around RM46. 6 billion. CIMB Group is also the majority shareholder of Bank CIMB Niaga in Indonesia, and the single most significant shareholder of CIMB Thai in Thailand. (CIMB, 2010)

CIMB Group offers a full range of financial loans and services, covering corporate and investment banking, consumer banking, treasury, insurance and asset management. We operate our business on the dual banking basis through three main brand entities - CIMB Bank, CIMB Investment Bank and CIMB Islamic - giving customers a choice of both conventional and Islamic solutions. (CIMB, 2010)

As a regional universal bank, CIMB Group serves everyone from all walks of life in Malaysia and throughout the spot, including large regional corporations, domestic listed companies, entrepreneurial start-ups, high net worth individuals, pensioners and children. With total staff strength of 36, 000, the Group reaches 58% of the ASEAN population, representing 80% of ASEAN's gross domestic product. Our retail network of just one 1, 150 branches is the greatest in the Southeast Asian region. (CIMB, 2010)

Headquartered in Kuala Lumpur, CIMB Group's main markets are Malaysia, Indonesia, Thailand and Singapore, countries where we've full universal banking capabilities. Our presence in 11 countries covers South East Asia and major global financial centres, as well as countries with which our South East Asian customers have significant business and investment dealings. (CIMB, 2010)

In addition, we extend our regional reach and selection of products and services through strategic partnerships. Our partners are the Principal Financial Group, Aviva plc, Allianz Malaysia Berhad, AIA Berhad, Sun Life Financial, Mapletree Capital Management, Bank of Tokyo-Mitsubishi UFJ, Standard Bank plc, Daishin Securities, the Kanoo Group, Malaysia Airlines, International Currency Exchange, EDS, Petronas Dagangan, Proton, Pos Malaysia, 7-11, Singer Malaysia and many more. (CIMB, 2010)

Problem Statement

This research on CIMB BANK BERHAD is will identify the factor that affects of employee motivation and job satisfaction to CIMB BANK BERHAD. Also to further identify the effects of the strategies.

Objectives of the research

These objectives are watching the problems and objectives that are selected to clarify the intended information and also have the ability to derive specific information that aren't limited by the previous questions.

This study designed to get the suitable data to assist in building the correct assessment. This includes

To determine methods that CIMB BANK BERHAD practice to inspire or motivate their workers.

To determine the accomplished strategies by CIMB BANK BERHAD in giving job satisfaction to their employees.

To create an appropriate solution for CIMB BANK BERHAD problems.

Scope of the Study

The scope of the study is relied on the employees of CIMB BANK BERHAD. This targets determine which factors create desirable influence with their employees towards satisfaction. And to know what factors of independent variables which could have the best effect on employees satisfaction. -studying the factors that lead to employees loyal with CIMB BANK

Significance of the Study

This research was created to grasp the significant factors of employees' fulfillment to permit efficiency, quality, service, and loyalty to CIMB BANK.

Definition of Terms

Job Satisfaction

Employee Motivation

Herzberg's motivation-hygiene theory

Maslow's hierarchy of needs

Research Hypothesis

Hypothesis 1

H1: This study shows that satisfactory salary or monetary income plays a major role in allowing employees to be satisfied in their jobs.

H0: There is no significant relationship between salary and job satisfaction

Hypothesis 2

H1: This study shows that work recognition plays a role to have a sense of importance and motivates employees to work diligently.

H0: There is absolutely no significant relationship between work recognition and job satisfaction.

Hypothesis 3

H1: This study shows giving professional growth to employees such as trainings, seminars, etc. allows employees to have mental growth that they connect with their daily duties as employees.

H0: There is no significant relationship between professional growth to employee's creative imagination and development.

Literary Review

Herzberg's Motivation-Hygiene Theory

Let me rephrase the perennial question this way: How will you use a generator in an employee? A short overview of my motivation-hygiene theory of job attitudes is required before theoretical and practical recommendations can be offered. The theory was first drawn from an study of events in the lives of engineers and accountants. At least 16 other investigations, utilizing a wide selection of populations (including some in the Communist countries), have since been completed, making the initial research one of the very most replicated studies in the field of job attitudes. The findings of the studies, along with corroboration from a great many other investigations using different procedures, suggest that the factors involved with producing job satisfaction (and motivation) are separate and distinct from the factors that lead to job dissatisfaction. Since separate factors have to be considered, depending on whether job satisfaction or job dissatisfaction is being examined, it follows these two feelings are not opposites of each

other.

The opposite of job satisfaction is not job dissatisfaction but, rather, no job satisfaction; and similarly, the contrary of job dissatisfaction is not job satisfaction, but no job dissatisfaction. Stating the concept presents a difficulty in semantics, for we normally think of satisfaction and dissatisfaction as opposites - i. e. , what's not satisfying must be dissatisfying, and vice versa. However when it involves understanding the behavior of men and women in their jobs, greater than a play on words is involved. Two different needs of human beings are participating here. One group of needs can be regarded as stemming from humankind's animal nature - the built-in drive to avoid pain from the surroundings, plus all the learned drives that become conditioned to the essential biological needs. For example, hunger, a simple biological drive, makes it necessary to earn money, and then money becomes a specific drive.

The other group of needs relates to that unique human characteristic, the capability to achieve and, through achievement, to see psychological growth; in the commercial setting, they will be the job content. Contrariwise, the stimuli inducing painavoidance behavior are located in the job environment. The growth or motivator factors that are intrinsic to the job are: achievement, recognition for achievement, the task itself, responsibility, and growth or advancement. The dissatisfaction avoidance or hygiene (KITA) factors that are extrinsic to the job include: company policy and administration, supervision, interpersonal relationships, working conditions, salary, status, and security.

A composite of the factors that are involved in leading to job satisfaction and job dissatisfaction, drawn from samples of just one 1, 685 employees, is shown in the figure Factors Affecting Job Attitudes below. The results indicate that motivators were the root cause of satisfaction, and hygiene factors the root cause of unhappiness face to face. The employees, studied in 12 different investigations, included lower level supervisors, professional women, agricultural administrators,

men about to retire from management positions, hospital maintenance personnel, manufacturing supervisors, nurses, food handlers, military officers, engineers, scientists, housekeepers, teachers, technicians, female assemblers, accountants, Finnish foremen, and Hungarian engineers.

They were asked what job events had occurred in their work that had led to extreme satisfaction or extreme dissatisfaction their part. Their responses are divided in the exhibit into percentages of total "positive" job events and of total "negative" job events. (The figures total more than 100% on both the "hygiene" and "motivators" sides because often at least two factors can be attributed to a single event; advancement, for instance, often accompanies assumption of responsibility. ) To illustrate, an average response involving achievement that had a poor effect for the employee was, "I was unhappy because I didn't get the job done successfully. " An average response in the tiny volume of positive job events in the business policy and administration grouping was, "I used to be happy because the company reorganized the section so that we didn't report any longer to the guy I didn't get along with. " As the lower right-hand part of the figure shows, of all the factors contributing to job satisfaction, 81% were motivators. And of all factors adding to the employees' dissatisfaction over their work, 69% involved hygiene elements. The term job enrichment describes this embryonic movement. A mature term, job enlargement, should be avoided since it is associated with past failures stemming from a misunderstanding of the problem. Job enrichment provides the chance for the employee's psychological growth, while job enlargement merely makes a job structurally bigger. Since scientific job enrichment is very new, this article only suggests the principles and practical steps that contain recently emerged from several successful experiments in industry.

Maslow's Hierarchy of Needs

Abraham Maslow developed the Hierarchy of Needs model in 1940-50's USA, and the Hierarchy of Needs theory remains valid today for understanding human motivation, management training, and personal development. Indeed, Maslow's ideas surrounding the Hierarchy of Needs regarding the responsibility of employers to provide a workplace environment that encourages and enables employees to fulfil their own potential (self-actualization) are today more relevant than ever. Abraham Maslow's book Motivation and Personality, published in 1954 (second edition 1970) introduced the Hierarchy of Needs, and Maslow extended his ideas in other work, notably his later book Toward A Psychology TO BE, a significant and relevant commentary, which includes been revised in recent times by Richard Lowry, who's in his own right a leading academic in the field of motivational psychology.

Abraham Maslow was born in New York in 1908 and died in 1970, although various publications appear in Maslow's name in old age. Maslow's PhD in

psychology in 1934 at the University of Wisconsin formed the foundation of his motivational research, in the beginning studying rhesus monkeys. Maslow later moved to

New York's Brooklyn College. Maslow's original five-stage Hierarchy of Needs model is clearly and directly due to Maslow; later versions with added

motivational stages are not so evidently attributable. Maslow's Hierarchy of Needs has been extended through interpretation of Maslow's work by other folks, and

these augmented models and diagrams are shown as the adapted seven and eight-stage Hierarchy of Needs models below. You can find some uncertainty concerning how and when these additional three stages (six, seventh and eighth - 'Cognitive', 'Aesthetic', and 'Transcendence') had become added, and by whom, to the Hierarchy of Needs model, and many people consider Maslow's 'original' five-stage Hierarchy Of Needs model to be the definitive (and perfectly adequate) concept.

Each folks is motivated by needs. Our most basic needs are inborn, having evolved over tens of thousands of years. Abraham Maslow's Hierarchy of Needs helps to make clear how these needs motivate people.

Maslow's Hierarchy of Needs states that we must gratify each need in turn, starting with the first, which handles the most obvious needs for survival itself.

Only when the low order needs of physical and emotional well-being are satisfied are we worried about the bigger order needs of influence and personal development.

Conversely, if things that fulfill our lower order needs are swept away, we have been no longer worried about the maintenance of your higher order needs.

Maslow's original Hierarchy of Needs model was developed between 1943-1954, and first widely published in Motivation and Personality in 1954. At the moment the Hierarchy of Needs model comprised five needs. This original version remains for most people the definitive Hierarchy of Needs.

1. Biological and Physiological needs - air, food, drink, shelter, warmth, sex, sleep, etc.

2. Safety needs - protection from elements, security, order, law, limits, stability, etc.

3. Belongingness and Love needs - work group, family, affection, relationships, etc.

4. Esteem needs - self-esteem, achievement, mastery, independence, status, dominance, prestige, managerial responsibility, etc.

5. Self-Actualization needs - realising personal potential, self-fulfillment, seeking personal growth and peak experiences.

Abraham Maslow created the initial five level Hierarchy of Needs model, and for many this remains totally adequate for its purpose. The seven and eight level 'hierarchy of needs' models are later adaptations by others. Arguably, the original five-level model includes the later additional sixth, seventh and eighth ('Cognitive', 'Aesthetic', and 'Transcendence') levels within the original 'Self-Actualization' level 5, since each one of the 'new' motivators concerns an area of self-development and self-fulfilment that is rooted in self-actualization 'growth', and is also distinctly different to any of the previous 1-4 level 'deficiency' motivators. For many individuals, self-actualizing commonly involves every single one of the newly added drivers. Consequently, the original five-level Hierarchy of Needs model remains a definitive classical representation of human motivation; and the later adaptations pMaslow's Hierarchy of Needs is a fantastic model for understanding human motivation, but it is a wide concept. If you're puzzled as to how to relate given behaviour to the Hierarchy maybe your definition of the behaviour needs refining. For instance, 'where does 'doing things for fun' match the model? The answer is that it can't until you define 'doing things for fun' more accurately. You'd need to define more precisely each given situation in which a person is 'doing things for fun' in order to analyse motivation according to Maslow's Hierarchy, since the 'fun' activity motive can potentially be part any of the five original Maslow needs.

Understanding whether striving to attain a particular need or aim is 'fun' provides a helpful basis for identifying a Maslow driver within confirmed behaviour, and thereby to assess where a particular behaviour fits in to the modelerhaps serve best to illustrate areas of self-actualization.

Michael Carey makes a solid statement about the role of individuals and teams within a growing organization. "All entrepreneurial businesses need the drive and vision of 1 individual to make sure they are happen; but I've never seen an effective business that solely will depend on one person to reach your goals". Recognizing and accepting the need for change can be an important step in successful management.

Various leading international fi nancial publications including Best Debt House, Best Equity House & Best M&A house from Euromoney, Best Local Investment Bank, Best Local Brokerage and Best Overall Country Research from FinanceAsia. The company has also finished its spot around human resources, with CIMB charming the National Human Resource Excellence Award in 2002. Yearly preceding the collection determined to merge its internal process by centralize the human possessions function in its place of having person HR departments in the group's subsidiary. With an long-drawn-out, federal HR Department, there was a urgent need to tap on technical

innovation to get better commerce process and prepared efficiencies. This encouraged CIMB to organize eHR, an electronic recruiting workflow answer urbanized on the Microsoft platform by Microsoft Gold Certifi ed associate, Mesiniaga Bhd. Up till then, the process in the HR section were basically physically driven. Other key challenge which CIMB faced after that were complexity in track the status of staff needs and application; lack of addition between a range of department ensuing in replication of try and data-entry errors; not there forms and ever growing storage space necessary for hardcopy forms. prior to the foreword of eHR, the HR Department was required to overhaul about 800 users on a regular basis for a variety of HR-related form and needs. Because these forms and requirements were handled physically and paper-based, it took a huge deal of energy to procedure. With manpower predictable to augment in the coming years, the circumstances would only get more urgent.

Euromoney, Best Local Investment Bank, Best Local Brokerage and Best Overall Country Research from FinanceAsia. The business in addition has finished its spot around recruiting, with CIMB charming the National Human Resource Excellence Award in 2002. Per year preceding the collection determined to merge its internal process by centralize the human possessions function in its place of having person HR departments in the group's subsidiary. With an long-drawn-out, federal HR Department, there is a urgent need to tap on technical

innovation to get better commerce process and prepared efficiencies. This encouraged CIMB to organize eHR, an electric recruiting workflow answer urbanized on the Microsoft platform by Microsoft Gold Certifi ed associate, Mesiniaga Bhd. Up till then, the procedure in the HR section were basically physically driven. Other key challenge which CIMB faced from then on were complexity in track the status of staff needs and application; lack of addition between a range of department ensuing in replication of try and data-entry errors; not there forms and ever growing space for storage necessary for hardcopy forms. prior to the foreword of eHR, the HR Department needed to overhaul about 800 users on a daily basis for a number of HR-related form and needs. Because these forms and requirements were handled physically and paper-based, it took a huge deal of energy to procedure. With manpower predictable to augment in the coming years, the circumstances would only get more urgent.

As the information from the paper forms were not keyed into any electronic system, every time any staff information was required, it needed to be physically retrieved from the fi les. For managers, this meant that they had no effi cient way to fi nd out just how many of their employees were on leave or who had gone for training. "We spent a lot of time digging for information from the fi les, and then checking and verifying records with the users, " says Hamidah Naziadin, Director of Corporate Resources Division, Commerce International Merchant Bankers Bhd. "Our mission at that time was also to change HR's role from an extremely traditional administrative one to become more such as a strategic partner. And

how are we going to move ahead if we are going to be continually bogged down by all this?" Hamidah asks. "We needed a system which could empower HR staff, making them much more effi cient, " she says. Hamidah adds that empowerment originates from having "information at your fi ngertips" and having the ability to analyze the information to make smarter and faster decisions. the HR Department needed to service about 800 users on a daily basis for various HR-related forms and requests. Because these forms and requests were handled manually and paper-based, it took significant amounts of time and energy to process. With manpower expected to

increase in the coming years, the situation would only have more pressing.

As the info from the paper form had not been key into several electronic scheme, every occasion any staff information be necessary, it needed to be bodily retrieve from the files. For manager, this destined that they had no well-organized way to discover out how a lot of of their employees were on abscond or who had gone for teaching. "We exhausted lots of time dig for information from the files, and then examination and verifying records with the users, " says Hamidah Naziadin, Director of Corporate Resources Division, Commerce International Merchant Bankers Bhd. "Our assignment at that time was also to alter HR's position from an extremely customary managerial one to turn out to be more like a well planned partner. And how are we leaving to go in the front if we are leaving to be repeatedly bogged downward by all of this?" Hamidah asks. "We wanted a scheme which can empower HR staff, creation them a whole lot additional efficient, " she says. Hamidah add that empowerment result from have "in order at your fingertips" and life form clever to look at the to be able to create better and sooner decision. With speedy growth came the necessity to improve its credit risk scorecards ability. CIMB Bank chosen SAS to improve its interior risk scorecard growth capability for a quicker degree of new credit risk scorecards. During the first stages of the merger, the bank needed to put together all your client data in a constant format. Obtainable credit scorecards were to be recalibrated to improved gauge and rank credit to help fuel commerce growth. The scorecard modeling process also needed to be simplified to permit experts, such as business analyst, to do information without request help from the IT department. The lender required scorecard modelers to possess additional time to give attention to create models that help it grow and stay gainful "The Dagang Net - CIMB Bank Collaboration in DutyNet produced a homegrown Malaysian product that is set to place Malaysia on the map of echnological advancement. As the united states that entered its 50th year of independent nationhood, Malaysia looks to become competitive global player in every areas of monetary growth" said Abdul Halim Othman, Head, Government Relationship Management, CIMB Bank. DutyNet has spurred affinity for ASEAN, which is currently looking at individual National Single Window (NSW) where traders from any originating ASEAN country will be able to make duty payments to RMC via Dagang Net's financial services payment gateway. RMC has a vision of becoming a worldclass Customs administration. In this respect, RMC's mission it to:

collect duties and taxes efficiently

promote the introduction of trade and professional sectors through

continuous Customs facilitations

enhance legal compliance, safeguard economic, social and security

Interests increments. under the preparation module, employees can view online the list of education programs obtainable on their behalf and make a require for the pertinent program. To ease the managerial burden of the HR staff, the eHR answer promote the self- repair idea. employees are buoyant to inform their individual information themselves, in addition to the change completed through the business is automatically reorganized. They are able to also right of entry the classification to hit upon out about accessible accommodation loan scheme and whether they meet the standards for it. staff can now access the online employee manual any time and from anywhere with Internet right of entry. Making change to the manual is no more a annoyance as it is easily efficient online compare to before when alteration need to be on paper out and isolated to employees. As the answer interface with the business's secretarial system, claim for items such as checkup and activity operating cost will be instantly updated into the office scheme. And this eliminates the require to re-key in the info into the plan. "So that it cuts down a lot of needless paper work and reduce the easy for mistake in information entry, " said by Kamariah Mohd. Anxious with meeting its anticipated load of 750 users performing simultaneous online transactions, CIMB-GK embarked on the first phase of its implementation with Borland SilkPerformer, an enterprise-tool for software program performance and load testing. Happy with the hassle-free implementation, Mr Rahardja said, "We've a good working relationship with Borland. We are extremely happy with the Borland team, whose professionalism,

responsiveness and excellent customer care delivered a smooth-sailing and successful implementation. " "When we needed help, we received almost immediate the help of the Borland product experts. " The implementation was completed on time and within budget, with the machine going reside in May 2008.

Theoretical framework

Figure 2

The image above explains that if a company gives employees the freedom for growth and sufficient salary, generally employees attain job satisfaction and renders loyalty.

Figure 2

Population & sample, data collection, data analysis

The researcher visited different libraries for journals, articles and studies needed for the study. The researchers gathered time-series data from different Financial institutions to make sure of its validity and consistency. The researchers would also gathered different news and articles about the past events which involves or has regular customer interaction as its main issue. It would tackle evidences of how proper services, awareness serves as the means affect the profit and raise the margin to get more clients. The researcher has also researched data of the banks that contain similar situations with CIMD The researcher would gather data from 2007-2009 to be able to assure consistency and reliability.

This study will took place within CIMB BANK BERHAD in Malaysia. Participants will be selected according to their desire to participate in this study. Narrative data will be generated from all researched studies such as journals, articles, academic references, etc. The data analysis will Quantitative research permits the researcher to generate new theories from gathering descriptive data about the study topic. Quantitative research process involves the result of a certain procedure. The sort of qualitative research studies undertaken are ethnographical, which refers to the description of an phenomenon from a cultural group or society, grounded theory, which targets true to life settings and phenomenological which describes different experiences. Quantitative research is utilized to identify the precise effect which contributes to using statistical evidence and appropriate statistical tools. It is also used for intervention studies and randomized control trials, which is the gold standard, observational and cohort studies. The quantitative approach does apply to smaller sample group to create rich data. Hopkins (2008) defined quantitative research method in the following words, " In quantitative research your aspire is to settle on the partnership flanked by a very important factor (an unbiased variable) and another (a dependent or outcome variable) in a population. Quantitative research design are either evocative (subjects usually measured once) or new (subjects measured before and after cure). A evocative study establish only relations between variables. " Hopkins (2008) defined quantitative research method in the following words, " In quantitative research your aspire is to settle on the relationship flanked by one thing (an unbiased variable) and another (a dependent or outcome variable) in a population. Quantitative research design are either evocative (subjects usually measured once) or new (subjects measured before and after a treatment). A evocative study establish only relations between variables. "

Research methodology

The agreed consumers of CIMB BANK BERHAD to answer the semi-interviews are two doctors, general managers, homemakers, and two university students. These were chosen purposively for the reason why of the study. A designed questionnaire for semi-interview was utilized for assortment of data from the participants. Below are the selected questions asked during the interview.

The questions consisted of the following broad sections; and approach through the assistance proved by CIMB BANK BERHAD and information and insight about dissimilar aspect of their services. These selected interview questions were created to identify how CIMB BANK BERHAD conduct their sevice and exactly how much they aim to satisfy their financial needs. Given that they interact with such with the representatives of CIMB BANK BERHAD first had, they are the most suitable subjects because of this study. I have incorporated their family's views upon this and exactly how they respond to the participant views. Their family's wer3e included being that they are also consumer body. These participants were invited through the accumulated set of consumers that participant in their CLIENT SATISFACTION Survey (CSAT). 30 participants were invited however, only eight responded. Each participant went through semi-interview for thirty minutes.

A previous meeting was made out of the participants. Accordingly the participants were briefed and were given a schedule concerning when the state interview will occur.

Both Doctors, in this study, have the same qualifications below

More when compared to a year as customers of CIMB SDN BHD-MALAYSIA

Above 25 years old

Has active profession

Both homemakers have the same qualifications

More than a year as customers of CIMB SDN BHD-MALAYSIA

Above 18 years old

No income source except their spouse

Both Students have the same qualifications

Dependent on their parents regarding financial needs

Above 18 years old

Both general managers have the same qualifications

Has control and jurisdictions on the profit of their industry

Above 25 years of age

Apart from the consumers of CIMB, this study has interviewed employees, upper management to go over several questions in regards to the assistance they render.

During the interviews the doctors, general managers, and homemakers were willing to answer the questions. The students, in the other hand, were sometimes reluctant to answer some of the questions. The students will need to have thought their answers weren't accurate.

Limitation and scope of the study

An application from HR department needed to be filled detailing the research project as soon as approved by Human Resource manager, it will be forwarded back again to the researchers' university for approval. Once approved, further permission would need to be sought for the research project by filling in forms from the Ethics committee. Also the researcher will demand the permission from the CIMB BANK BERHAD board.

The limitations of the project would be of financial assistance and the participation of the patients. Participants may well not be willing to participate and share their information. While financial assistance may have denied assistance.

The participants are initially invited verbally. If willing, the patient signed a waiver that he/she approved the participation of the program.

The participant will have the option not to disclose certain information if requested

Finding & discussion

The wide reason for the analysis was to recognize the manner of the participants towards CIMB BANK BERHAD clients and their information and awareness about dissimilar aspects of their service. The effect revealed that all are content with the services that they have been acquiring from CIMB BANK BERHAD. Here are the statements argued by the participants

'It gives me much pleasure when Personally i think that my efforts are recognized. "

'When I receive the aspired amount for my salary I gives me the pleasure to do my job well'

All of them affirmed that their efforts are affected by the proper motivation distributed by the lender. Two of the participants, have tried venturing to other banks, However, they only did those as to check which companies provide the best benefits for his or her employees, their priority Banks is and can always be CIMB SDN BHD-MALAYSIA.

Summary & conclusion

Most of the industrial countries gradually changed from industrialized economies to information or knowledge based economies, where humans become the most effective asset because of the tacit knowledge embedded which is difficult to gain access to (Gwin, 2003). Therefore, we've knowledge management system which developed to discover, capture, apply and share the knowledge. Way more, companies must ensure that they figure out how to care for their workers to retain and invite their services to keep on flowing. The knowledge management is in fact rather new in banking industry of Malaysia. All the while, there are a great number of hidden knowledge or inside knowledge which may have not been explored. In conclusion, knowledge management is an efficient way for Malaysian banks to build up the competence in the market not and then contend with foreign banking institutions but also gaining reputation in the eyes of world.

As seen in the report, all of the interviewed parties are very much satisfied with the services that they acquire from CIMB SDN BHD-MALAYSIA.

Questionnaires

How long are you working for CIMB SDN BHD-MALAYSIA?

What enables you to stay with CIMB?

Do you have plans on moving to a different company?

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