Impact of Internet Banking on Customer Behavior

This dissertation explores the recognition of internet banking and its impact on customer behavior in the online banking sector of the United Kingdom. It discusses the advantages and challenges of automatised banking and its effect on consumer behavior. The research aims to develop a conceptual framework, analyze the significance of technology in the banking sector, determine the impact on consumer behavior, identify challenges faced by the banking sector, and explore potential ways to facilitate effective services to customers. The study also addresses security concerns and the impact of the COVID-19 pandemic on customer behavior.

Auto. banking and its impact on
cust. behaviour
A recent commercial phenomenon has been the growth in the use of the
internet in all business activities, particularly for financial services industries.
Internet technologies have essentially changed the way in which banks provide
their services and cust. conduct their banking needs. One of these technologies,
which has increasingly become a favoured distribution channel by service
providers and cust. alike, is internet banking services (Haque, 2009). Internet
banking is defined as ‘the use of the internet as a remote delivery channel for
banking services and internet banking is defined as a bank that offers (web-
based) transactional services’ (Gopalakrishnan et al., 2003: p. 413). Internet
banking as a banking channel allows cust. to conduct all traditional banking
services, such as making online bill payments, balance enquiry and fund transfer
to other accounts without visiting their bank branch. Internet banking research
points out that banks which do not offer internet banking services are expected
to lose more than 10% of their cust. over the next five years because their
competitive advantages in banking service delivery will erode (Tower Group,
2005). By
Automised banking and its impact
on customer behaviour

Abbreviations...................................................................................................................................3
Topic- To explore recognition in relation to the area of auto. banking and its impact on cust.
behaviour. A case study on online banking sector of United Kingdom..........................................4
Chapter 1: Introduction ...................................................................................................................4
1. Research Aim.....................................................................................................................5
2. Research Objectives...........................................................................................................5
3. Research Questions............................................................................................................6
4. Motivation for study...........................................................................................................6
5. Research Rationale.............................................................................................................6
6. Research Scope...................................................................................................................7
7. Brief research methodology...............................................................................................7
8. Chapter Conclusion............................................................................................................8
Chapter 2: Literature Review...........................................................................................................8
Conceptual framework regarding auto. banking....................................................................8
Significance of auto. tech. in encouraging development of banking sector.........................10
Impact of auto. banking over embracing the consumer's behaviour within United Kingdom13
Challenges faced by banking sector of United kingdom while adopting auto. technology. 16
Potential ways that can be opt by banking sector of United Kingdom to facilitate effective
services to the cust................................................................................................................19
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................22
Analysis and findings ....................................................................................................................32
Chapter 5........................................................................................................................................51
Conclusion and recommendations.................................................................................................51
Reflection.............................................................................................................................51
Results..................................................................................................................................51
Conclusion............................................................................................................................52
Recommendations................................................................................................................53
REFERENCES..............................................................................................................................55

Abbreviations
1. Co. – company
2. Neg. – negative
3. Posi. – positive
4. Cust. – customer
5. Auto. – automatised
6. Org. – organisational
7. Tech. – technology
8. Digi. – digital

Topic- To explore recognition in relation to the area of auto. banking and its
impact on cust. behaviour. A case study on online banking sector of United
Kingdom.
Chapter 1: Introduction
In today's commercial environment, use of internet has increased among different sectors
where banking is one of it. In other words, internet technologies has altered approximately all the
ways of conducting business in banks as they have started offering their clients with different
with online services. These online technologies has enabled account holders of different banks to
perform financial transactions from their smart phones, laptops, tablets, personal computers and
so on. It has been analysed that online banking (auto. banking) has effectively advanced, itself
which progressively become a supported channel that helps banks to stay connected with their
clients considering auto. banking administrations. This has impacted in both neg. and positive
manner on consumer behaviour where benefits were like client's can transfer monitory with the
help of official online website and bank applications as well. On the other hand, the neg. aspect
was rising numbers of cyber attack and so on, which resulted into neg. creation of consumer
behaviour and so on.
This dissertation will be focusing on the specific customer behaviour change i.e.
transactional habits (management of client's own money and transferring them (security related
concerns)) and the major reason behind this particular change was the outbreak of Corona Virus.
Automatized banking is characterized as 'the utilization of web as a remote conveyance channel
for banking administrations and auto. banking is characterized as a bank that offers (online)
value-based administrations'. auto. banking as a financial channel permits clients to direct all
conventional financial administrations, for example, making on the web charge instalments,
balance enquiry and store move to different records without visiting their bank office. Auto.
banking research calls attention to that banks which don't offer online financial banking
administrations are required to lose over 10 percent of their clients throughout the following five
years on the grounds that their upper hands in banking administration conveyance will dissolve.
It has been found that pandemic COVID-19 has changed the behaviour of customers to start
performing all the transactions through online channels, which has helped them in following the
guidelines formulated by Government of United Kingdom in relation with lock down in order to

break the chain of continuous spread of virus. But, this also raised cyber security related
concerns because continuous use of e-banking (auto. banking) may lead an individual to become
a prey to cybercrime.
Background of the research:
Auto. banking services is considered to be an elective conveyance channel, which has
been adopted by most of the banks of United Kingdom. Basically, banks try to bring down
working expenses by decreasing their branch systems and scaling back the quantity of
administration staff, improve their financial administrations and consumer loyalty and hold their
current clients. auto. banking is considered as the least expensive dissemination channel for
normalized bank tasks. As per Stentoft and Rajkumar, (2020), average payment transaction from
online banking facilities specifically costs £0.0080 (Pound Sterling) as contrasted and £0.016 for
a Personal Computer banking administration, £0.022 for an Automated Teller Machine, £0.43 for
a phone banking administration and £0.86 at a bank office. From the clients' viewpoint, this
financial channel encourages a helpful and viable way to deal with oversee individual financial
needs, as it facilitates consumers with 24*7 online financial services where from any area money
can easily be transferred to any other bank account, making payments directly through scanning
QR code and so on without visiting a bank office. However, security related concerns of clients
that uses online banking also raised and the reason behind this was continuous rise in utilisation
of technology because of COVID-19, which also upraised cybercrimes in United Kingdom.
1. Research Aim
The main research aim, that has been formulated is “To explore recognition in relation
to the area of auto. banking and its impact on cust. behaviour. A case study on online banking
sector of United Kingdom.”
2. Research Objectives
 To develop conceptual framework regarding auto. banking.
 To analyse the significance of auto. tech. in encouraging development of banking sector.
 To determine the impact of auto. banking over embracing the consumer's behaviour
within United Kingdom.
 To contemplate the challenges faced by banking sector of United kingdom while
adopting auto. technology.

 To access the potential ways that can be opt by banking sector of United Kingdom to
facilitate effective services to the cust..
3. Research Questions
 What is the conceptual framework of auto. banking?
 What is the significance of auto. tech. in encouraging development of banking sector.
 What is the impact of auto. banking over embracing the consumer's behaviour within
United Kingdom.
 What are the challenges faced by banking sector of United kingdom while adopting auto.
technology.
 What are the potential ways that can be opt by banking sector of United Kingdom to
facilitate effective services to the cust..
4. Motivation for study
The main motivation behind conducting investigation on the chosen topic i.e. To explore
recognition in relation to the area of auto. banking and its impact on cust. behaviour of online
banking sector of United Kingdom is that many researches has been performed or developed on
how auto. banking impacted on consumer behaviour but not most of them did performed detailed
analysis and resulted less favourable outcomes. Including this, customers belonging to United
Kingdom's banking sector has started raising questions in relation with security, whether their
money is safe or not. Specifically, it has been found that pandemic COVID-19 has brought many
issues along with positive aspects as well. It has helped clients holding accounts in different
banks of United Kingdom to easily perform transactions, purchase products and services and also
to easily transfer money as well. This is considered to be the reason behind performing
investigation on the same topic, which will help in analysing the different perspectives of
scholars in relation to consumers behaviour towards auto. banking services. Also, it will enhance
the understanding of both neg. and posi. aspects of utilising auto. banking services offered by
United Kingdom's banks and their impact on consumer behaviour.
5. Research Rationale
The vital reason behind propounding this investigation is to accumulate information on
how consumer behaviour changed or impacted when auto. banking services took place. Full
utilisation of auto. banking services has given ample number of opportunities to account holders

of different banks like Bank of England and so on. Including this, it has also been analysed that
factors along with the interactions between clients and banks with the help of internet impacted
cust.' behaviour. Another reason behind conducting investigation on this topic is that, many
investigations were performed on factors that influenced non users of online banking services
offered by different banks but, at present there are very less number of investigations performed
on how internet banking impacts upon cust.' behaviour. Including this, users of auto. banking
services tends to be or considered to be uniform group of population, which might have led to a
generalisation of some factors that were not accurate and appropriate to collect information in
relation to how cust.' behaviour gets affected due to auto. banking services. Another reason
behind conducting the investigation on the chosen topic was directly linking with security
concerns of individuals while using automatised banking (change in behaviour). Therefore,
concerns in relation with security is something that requires proper attention and this is why
particular dissertation will be focusing on rise of security based concerns of clients that took
place because of Outbreak of Corona Virus like rise in cases of cybercrime and so on.
6. Research Scope
While focusing on researcher's perspective the main scope of present investigating report
where the topic opted is “To explore recognition in relation to the area of auto. banking and its
impact on cust. behaviour of UK's online banking sector.”, is that it will help in enhancing the
knowledge area, which can be used in both personal and professional life in near future. On the
other side, considering the org. or industrial perspective the scope of this investigation is that
same sort of study can effectively be performed in future. Also, it can be said that other type of
investigation can also be performed in rightful manner, which will help readers along with the
public to take right decisions in specified time frame.
7. Brief research methodology
In present investigation, the researcher will be performing quantitative research on the
topic i.e. To explore recognition in relation to the area of auto. banking and its impact on cust.
behaviour of United Kingdom's online banking sector. On the other hand, questionnaire will be
formulated that will help researcher in collecting data in relation with automatised banking and
change that took place in the behaviour of individuals while using e-banking.

8. Chapter Conclusion
Considering the above mentioned information, this chapter specifically concludes that
online banking sector has brought ample number of benefits and challenges for their clients as
well. Away with this, scope of this investigating topic will be delivering information in relation
with how security concerns of loosing personal information or becoming a victim of cybercrime
may majorly takes place because of rapid increase in use of online banking services offered by
banks of United Kingdom in the mean time of COVID-19.
Chapter 2: Literature Review
Conceptual framework regarding auto. banking
According to Aroian, (2019) auto. banking specifically connects consumers from a bank
office and helps in performing different finance related banking services. In other words,
banking automation is said to be a crucial system, which helps in operating banking services and
processes with the help of highly automatic means (Flögel and Beckamp, 2020). This has helped
banking sector of United Kingdom and of the world to reduce the human intervention. Including
this, it has also been analysed that auto. banking services helps a bank in allowing centralized
cust. service that can easily helps finance executives of different banks to keep records of
consumers and it can also be said that different queries can also be resolved without asking client
to visit the bank office. If it is critically analysed then it can be said that automatised banking
sector has given high range of benefits to clients like they can perform transactions by just
clicking on their mobile phones, computer systems and so on however, there are many
disadvantages as well that came in front of using online banking. Some of the disadvantages
were linking to misconduct of many activities like they become victim of cybercrime, started
getting threat messages from hackers and so on.
Also, it can be said that with the help of easing record retrieval, there are a range tasks
that can easily be performed, which may also be taken as a crucial opportunity towards reducing
the human interventions (Tanda and Schena, 2019). This could be understood with a good
example of current situation, where Pandemic COVID-19 (Novel Corona Virus) brought a
breakdown situation and paused every single activity of the whole world. With the help of auto.
banking services offered by banks, account holders effectively become able to perform financial
transactions through online channels like official banking websites and applications as well by

sitting at their home only and without visiting a bank office (Laaser, 2019). Including this, it can
be said that automation is increasingly useful as a way to maintain foot traffic in physical
locations as trends toward mobile and e-banking continue to rise. On the other hand, increasing
auto. banking has helped banks of United Kingdom to reduce the need for human tellers to staff
banks or branches (Tolksdorf, 2019). Personal Teller Machines can help branch cust. perform
any banking task that a human teller can, including requesting printed cashier’s checks or
withdrawing cash in a range of denominations. According to the view point of Janssen and et. al.,
2020, banking automation is defined as a system in which banking process is being done in a
highly automatic manner with an aim to make significant reduction in human intervention. With
the assistance of this tech. wide range of banking services can be done with reduced manpower.
Further this has been evaluated that by taking advantage of automated tech. banks are processing
their operations such as cust. service, compliance, credit card processing, accounts payable, fraud
detection, mortgage processing, general ledger, account closure process, KYC, report
automation, surrender, underwriter support, account origination & receivable, collection,
deposits and more in a well defined and effective manner.
In the view point of Wong, Tan and Ooi, 2020, this has been determined that cust. service
efficiency are also increased with the help of auto. banking, as with the help of RPA multiple
queries of cust. can be solved in time effective manner. In addition to this, process of KYC
which is one of the most important process of banks are also being undertaken in an efficient
manner with the help of auto. banking. It is not only increasing accuracy with less or minimal
errors but are also enhancing satisfaction level of cust.. Due to increase in technological presence
in all around the world. This system is proving advantageous of banks all around the world
which is providing benefits simultaneously to both cust. and banks in a well defined and
effective manner. As per the view point of Perera, Senaratne and Weinand, 2020 there are
maximum number of benefits that are being undertaken by banking sector with the help of auto.
technology. In this some of the certain benefits include, auto. banking is offering cost saving way
through which banks are effectively conducting their operations with improved end outcomes. In
addition to this, one of the most important and effective advantage of auto. banking is that it is
significantly reducing business response time. According to the perceptions of Nnaji and
Karakhan, 2020 this has been identified that most of the banks incorporated robotic process
automation which is aiding them to execute their banking operations in more faster manner. This

tech. is also offering benefit to banks by removing error of duplication. Thus, according to the
above mentioned discussion this has been evaluated that auto. banking is offering competent
benefits to banks, along with this it is also increasing satisfaction level of cust. at great extent.
With the advantage of this tech. baking sector around the world are not only offering high quality
services as well as facilities to cust., but are also reducing issues and errors and are conducting
their banking services with minimal costs. However, auto. banking also elevated some of other
types of concerns as well like rise in cybercrimes in United Kingdom where account holders
from different banks started getting threats from hackers that they will leak the personal
information if they will not give them the money that has been demanded by them and so on.
It is analysed from the views of Talukder and et. al., (2019), automation is an important
aspect that is used within banks for improving the condition of operations. It is seen that
automation within banks has resulted in processing cust. requests that are expensive and increase
the error rate. The enhancement of digi. media has developed captive banks and these
technologies are bringing disruption as well as destruction too. But banks are putting more
efforts for improving the digi. services they are providing. Banks have adopted automation in
order to increase cust. satisfaction level. This will provide help to manage the functioning of
banks properly and providing quick services to cust. and clients. Cloud computing has evolved
and it has helped banks to innovate their services. The use of this has helped in managing
various AI and big data data solutions. There is increase in use of big data solutions and this has
provided help in exploring ideas for managing business activities and operations.
Significance of auto. tech. in encouraging development of banking sector
In accordance with the perception of Hartwich and et. al., (2019), this has been evaluated
that auto. tech. is having significant impact which is making effective increase in banking sector
development. According to the evaluation this has been determined that automatise tech. is
improving experience of consumers in a dramatic speed, as it duly reduces waiting time of cust..
It is an efficient measures with the help of which advanced fraud detection facility can be offered
to cust. that further provide cust. security. Along with this, there are various forms of
significance that are being provided by auto. tech. to banking sector which is increasing their
overall level of performance in a well defined and effective manner (Tunay, Yüksel and Tunay,
2019). In addition to this, there are wide range of effective solutions that are being duly provided
by automated tech. in banking sector. For instance it empowers companies within UK banking

system to effectively forecast results, in this banks can foresee situations by engaging in the
process of evaluation of clients past behaviour. In addition to this, it also facilitate banks to
undertake effective decision making process in terms of wealth advises, cust. experience, fraud
mitigation, loan processing and more. Along with this, one of the most effective significance of
auto. tech. that is encouraging banking sector development is that it allows banks to provide
effective security. As in this with having automation system banks can effectively track down
suspicious emails. Including this, if it is critically analysed then it can be said that auto. tech. in
encouraging development of banking sector but in many situations it has brought concerns as
well for individuals like leaking personal information, online fraud like money extortion and so
on. This has impacted negatively on overall banks as well because, it has been found that
customers started distrusting them but because of COVID-19 they have had to keep on
performing all the transactions through online applications offered by banks.
According to the perspective of David Shoo, (2017), by adopting effective auto. tech. at
the banking sector management able to gain numbers of significant or benefits which leads to
growth of bank successfully at potential market. Moreover, through respective tech. bank able to
adopt new facilities which make their work east as well as more reliable. From which some of
the main significance are mentioned below in the perspective of banking sector:-
 Enhance efficiency – Through the implementation of automation tech. banking
operations become more accurate and effective in conducting transactions. Through
respective tech. they respective sector firms will be experience quick as well as efficient
transaction and compliances (The Advantages of Automating a Banking Business, 2020).
It will also help in minimising risks of the error from human beings. For example an
individual can conduct cash deposits as well as withdraw it from the ATMs (Automated
Teller Machines) which is considered as efficient and fast way.
 Lower cost of operation – Automations tech. help bank to minimise their cost in the area
related to hiring staffs, purchasing equipments for office, train employees and many
others office overhead costs. It is so because automation tech. offers effective payment
systems that enable through the e commerce as well as information system (Stentoft and
Rajkumar, 2020). In past when there is no respective tech. banks need to hire many
candidates for a particular work but now through tech. it can be done by a single
automation process.

 Increase flexibility – Automating tech. help bank to become more flexible which leads
to enhance in business performance effectively, this will also help in getting adjust
properly and easily according to the change take place inside as well as outside of a firm.
In addition to this it will also help in fulfilling need and demand of cust. any time as well
as at any place by providing them possible services, facilities and advice successfully.
For example through automation tech. respective sector co. enable to provide online
services to cust. so that they can conduct retain cust. for long time.
These are the main significances of the automating tech. which is experienced by
banking sector while conducting their business operations and functions at the potential
marketplace. Thus, according to the above mentioned evaluation it has been determined that
automated banking tech. is offering numerous form of experiences as well as satisfaction
encouraging development of to cust. (Talukder and et.al., 2019). As there with the help of this
banks can provide hassle free banking services to their cust. with having effective transparency.
In accordance with the view point of Hao, Shi and Yang, 2020 this has been evaluated that
automated tech. is significantly increasing and encouraging business efficiency of banking
operations. As per according to evaluation this has been determined that there are wide range of
significant benefits that are being offering by robotic process automation within banking sector.
For example with the help of this tech. banks are allowed to undertake their banking operations
24/7. In addition with this, it has also being determined that automation is making reduction is
errors due to less human interactions. Further this has been evaluated that auto. tech. is
significantly allowing banks to gain more competitive advancements in a well defined and
effective way. As with the help of this banks can undertake decisions in a quicker manner
through which they can serve them in a well defined and effective way. Along with this, it is also
allowing banking sector to effectively optimise their overall level of performance in a best
effective manner. According to the perception of Darby, 2020 auto. banking tech. is also have
significant advantage of banks through which they can assure better and long term relationship
with their cust.. As this tech. is allowing banks to better form of digi. channels through which
they can satisfy their cust. with up-to-date balances. In addition to this it is also increase level of
transparency that guarantees banks to enhance satisfaction level if cust. in a feasible way. Thus,
according to the above mentioned discussion it has been evaluated that there is a significant
impact of auto. tech. on banking operations through which banks can assure both higher level of

profitability as well as increase in the level of consumer satisfaction.
It is seen that there is new era of digi. tech. nowadays and global economy has increased.
There are several banks which are facilitated by the automation technology. This is helpful in
minimising redundancies in the business operation. This also enables to free up staff which is
deployed for the productive activities. There are cases in which banks can minimise the
incidence of cust. by going to banks and withdrawing money. There are various leading banks in
the world that have adopted new technologies for providing better service to people. The core
operations in banking can be done and improved in a proper manner and these have to be
managed in effective manner for improving manual processing. Automation minimises human
effort in the operations and hence, there are less chances of any error. The banks have realised
that if they are reporting regulatory and legal needs then in a better manner then automation can
be done perfectly. Banks are using automated services as this helps in providing more
convenience to the cust..
Impact of auto. banking over embracing the consumer's behaviour within United Kingdom
As per the view point of Chen, White and Hsieh, 2020 It has been evaluated that, auto.
banking is having posi.and significant impact upon cust. behaviour in the provinces of United
Kingdom due to the convenience and flexibility. It significantly allows cust. to undertake use of
banking services in cost effective manner. It has been evaluated that wide range of digi.
solutions are being provided by banks in United Kingdom to cust. 24/7 it duly lead towards
increasing satisfaction level of cust. in a well defined and effective manner. Globally leading
banks are shifting their tend towards auto. banking in order to provide cost effective services to
cust. (Sadiq, Adil and Khan, 2019). According to the evaluation, this has been determined that
automated banking are offering significant benefits to both cust. and banks which is increasing
acceptability of this tech. at faster rate. Along with this, it has been evaluated that satisfaction
level of cust. in addition to the behaviour is being significantly maximised due to the large
number of services and facilities that are being provided by banks. If it is critically analysed then
it can be said that banking sector of United Kingdom was continuously helping customers though
their customer service department. But, still consumer's behaviour towards automatised banking
was keep on changing. This is where, it was pretty much needed by the online financial institutes
of United Kingdom to identify the concerns like security and take right imitative in correct time

to enhance their trust towards online transactions. As per the evaluation, it has been identified
that facilities like personalized financial services, smart wallets, underwriting, voice assisted
banking, data-driven AI applications for lending decisions, consumer support, new management
decision making and some of the auto. banking solutions that that are effectively embracing
behaviour of cust. within UK (De Mooij, 2019). If it is talked about personalized financial
services in this, banks provide cust. with the facility within which automated planners as well as
advisors are offering formative assistance to cust. while they are undertaking any financial
decisions. In this financial advisors and planner engage in the process of effectively monitoring
event, bond and stock price trends against consumer personal portfolio and financial goals.
They also offer respective recommendations to cust. related to bond or stock to sell or
buy. In addition to this, cust. are also embraced in UK with the facility of Smart wallets services
that are being duly provided by banks to their cust., in this service banks offers mobile payment
technologies options via Paypal, Google, Apple and more (Nagdev, Rajesh and Misra, 2019). In
addition to this, according to the evaluation this has been evaluated that auto. banking are not
only offering cost effective services to consumer but they are also making significant
contribution in reducing risk and making best effective contribution in improving efficiency of
providing better form of experiences to consumers. These services are allowing cust. to withdraw
money and making payment online from anywhere. In addition to the automated banking acts as
future of banking due to its acceptability at wide scale. According to the view point of Ian
Bradbury, Fujitsu digi. banking are effectively making consumers life easier. Along with this
according to Khanboubi, Boulmakoul and Tabaa, 2019 they are also offering cost efficiency and
security to cust.. As it has been determined that individual are effectively enjoying and are
getting immense level of satisfaction while engaging in the process of managing their account at
anytime and in any place. It reduces their travelling and they are not required to stand in a long
queue and wait for long for their turn. Along with this auto. banking are significantly offering
more advantages and benefits to cust. which is also acting as embracing element for higher level
of satisfaction of cust. in United Kingdom. In addition to this, it has been evaluated that with the
help of automated services baking are providing their cust. with a facility in which they set up
recurring automatic payment option of same amount at every month. With the assistance of this
facility consumers can easily pay their insurance policy, emi and more which mainly does not get
change for month to month. Along with this, automated banking also facilitate consumers to

view their transactions and access their transaction or account history in any time (Ray and
Chakraborty, 2019).
Automated banking solutions are also effectively offering consumers with the facility to
transfer money between accounts in more convenient manner. There is huge impact of the
automated services on the banking sector. This includes managing of the bank services
effectively so that goals can be achieved. Social media is a type of banking channel that is
involved in managing the financial data analysis. This is used as the part of spreading
information about social media factors effectively. It is very important for the banks to focus
upon. Personalisation and flexibility is improved due to the banking automation. There are
ATM's which are the favourite attraction for cust.. This has helped in managing financial
condition of the co.. It is concluded according to a UK study that by using YouGov , it is
concluded that people are using mobile apps for managing different services. It has become easy
for banks to perform different functions like checking balances, checking transaction history,
transferring money to other accounts and paying the bills. Age is also affecting the consumer
behaviour. There is direct link between age and consumer behaviour. It is very important to
analyse what are the ways in which people are interacting with banks. It is analysed from a
survey conducted by Ernst and Young that people of age between 20-25 if decide to seek advice
for banking products, then they will use branch and not internet. In addition to this, cust. can
also sync their bank account with suitable and appropriate budget applications such as
PocketGuard and Mint. All these services are being provided by banks with the help of
automated banking through which they are satisfying cust. in a well defined and effective
manner. It is increasing and embracing behavioural conduct of consumers in United Kingdom
which is in return offering many advantages to banks (Bhagat, 2019). Thus, this has been
determined that with the advantage and implementation of automated solutions banking
companies in United Kingdom are aiming towards increasing overall satisfaction level of cust. in
a well defined and effective manner in order to retain them for long period of time.
However, if it is talked about services that are being provided by banks to cust. are also
increased due to the implementation of auto. banking technology. This has been analysed that
many baking operations services are increased that are significantly offering faster experiences to
cust.. Further it has also been evaluated that automated banking is also reducing human error
risks through which satisfaction level of cust. are also enhancing. Thus, according to the above

mentioned discussion it has been evaluated that there are numerous range to services as well as
facilities that are being duly provided by banking companies in UK, all these services are playing
significant role in increasing satisfaction level of level of cust. that are effectively embracing
their behaviour.
Challenges faced by banking sector of United kingdom while adopting auto. technology
As per the view point of Breana Patel, 2018, in current time banking sector are adopting
auto. tech. as that will help them in conducting their business operations and functions in
effective manner. In order to implement effective respective tech. a co. need to adopt it in an
effective way as well as they also need to have sound implementation plan so that they can
conduct business operations and functions in effective manner. on the other hand, while adopting
auto. tech. a co. or firm operating in banking sector at United Kingdom will experience numbers
of challenges which are mentioned below:-
 Process Analysis Issues – In the implementation of auto. tech. which is a interesting as
well as special program a co. need to have demand for the support from the working team
and leadership (Top 10 challenges in implementing Robotic Process Automation RPA?,
2020). In this a banking sector need to have involvement of all people so that they can
implementation of tech. will done properly and effectively. It is challenging for the bank
to involve each and every members of workplace in the decision making.
 Business Case Issues: It has been evaluated that, in the process of implementation of
RPA in a successful manner there might be lot of difficulties that can be faced by banking
companies, as in this they are required to grant approval from top. Along with this the
approval is also required to be run through banks major departments like finance to
management and investors group. In addition to this, it is essential for banks to
effectively consult implementation process for all departments that may further affect
many processes for banking operations in a significant way. It is one of the most affecting
challenge which is having high tendency to adversely affect banking process in neg.
manner. Business case issue is a challenging process that requires lot to time.
 Management of Responsibilities: According to the evaluation, it has been determined
that after implementation of new RPA it is essential for banks to effectively ensure its
management. As in accordance with the evaluation this is being determined that RPA
implementation increases new set of responsibilities that are requires to be manage in a

well defined and effective manner as to ensure effective success. Management of
responsibilities can acts as a challenge that can be faced by banking companies within
UK. As in this entities are require to effectively ensure that outline who is managing what
along with the manner in which every individual operating their services in bank is going
to involved in the process of RPA implementation. It is one of the most adverse challenge
that can affect smooth implementation process of automated solutions in banking
industry.
 Maintenance of RPA: This factor is one of the most neg. challenge that can have drastic
impact over operations and profitability of banking system. This challenge can be faced
in the initial months of implementing new RPA, in which companies within banking
sector in United Kingdom are required to effectively run and maintain RPA effeminacy.
In addition to this, according to evaluation this has been duly evaluated that it is must for
entities those who are operating their business services in banking sector in UK to have
or establish a regular scheduled maintenance protocol in order to effectively ensure
successful end outcome of implementing RPA. As negligence of this is having great
tendency that can have immediate and neg. issues that can can bring neg. consequences
upon banking operations.
 Picking the Wrong RPA: It is one of most adverse challenge that can affect RPA
implementation of banking sector in UK. As in this if banks adopt wrong RPA then they
can face many complexities and can further lead towards decreasing their overall
workplace efficiency. Picking of wrong RPA can later increase future cost of banks that
can have neg. impact upon their execution of work.
 Infrastructure Issues: While implementing RPA infrastructure issue play biggest role
that can further lead entities within banking industries to face direct impact upon their
smooth working operations. Within this it has been evaluated that, it is essential for
banking companies in UK banking sector to make sure that they are having
interconnected system as decentralised form of infrastructure team can lower down
performance efficiency of banks that can later have severe impact upon overall
satisfaction level of consumers.
As per according to above evaluation, it has been evaluated that RPA ( robotic process
automation) is an effective aspect of automated tech. that are quickly evolving performance and

productivity of banking companies in UK. As with the formative assistance of automated tech.
UK banking sector can effectively allow themselves to digi. ize their labour power by
undertaking advantage of machine intelligence. However, in order to implement this tech. there
are various forms of challenges that can be faced by banking companies in United Kingdom. In
this one of the most important challenge that can interrupt banking sector is that, in this banking
companies are required to configure all employees in workplace structure and further associate
their work in accordance with automated tech. requirements. In addition to this, some of the
adverse challenges are process analysis issues, business case issues, RPA development,
management of responsibilities, lack of help from local team, maintenance of RPA, picking the
wrong RPA and more. All these challenges are posing risks towards banking sector in UK that
are restricting them to effectively fulfil their goals and objectives in a well defined and effective
manner. In addition to this as per the evaluation this has been duly determined that some of the
major challenges that are being posed by risk and impending regulatory and accounting changes,
digi. disruption, technological changes are having high level of neg. impact over banking sector
of UK.
As per the view point of Kopalle, Kumar and Subramaniam, 2020 this is being
determined that UK banking sector is highly regulated industrial sector, in this while
implementing automated tech. it is essential for banking companies in the provinces of respective
country to effectively abide or deal with regulatory and statutory compliances. This is the major
challenge, as these compliances are changing in a dynamic manner. In addition to this, another
challenge which is posing threat upon banking sector in UK is subjected to effective
implementation of data protection and regulation, as it has been determined that RPA requires
certain form of major implications there are required to be adhered in order to offer safety and
security to consumers. These regulations offer consumers with assurance of having secure
system and make them ensure that banking automated tech. is not exposed to device hacking,
exposure of personal information, device spamming. Thus, for these measures banking
companies are required to effectively abide and adhere all the regulations which later become
quite challenging. Further it has been determined that in order to implement and effectively
execute automated tech. heavy investment is required which is also a challenge as in this banking
companies in UK banking sector are required to have and effective form of revenue models, this
function lay down number of challenges in front of banks. Along with this, complicated IT

architecture also play challenging role in the implementation of automated tech. that can be duly
faced by entities operating in United Kingdom banking sector. Thus, according to the evaluation
all the above mentioned challenges have significant tendency to impact upon smooth working
operations of UK banking sector. There are several challenges that are present within a bank
while using the automated technology. Payments are the most important thing which is focused
while providing services to the cust.. Innovation are the most important thing on which co.
focuses upon. There is drastic increase in the online payment methods and these have helped
cust. in various manner. These are helpful for cust. in providing them more efficient services.
Tech. is changing day by day and thus, in context of banks, it is concluded that automation has
enabled to maximise the convenience and satisfaction level of cust.. This is important for any
bank that they are focusing upon analysing the cust. behaviour in order to provide effective
services. Financial services including banks help various businesses for adjusting and taking
advantage of the economy and managing to work in a productive manner. There are various
challenges that banks have to analyse effectively. Due to Brexit, there were changes in policy
and regulations. This affected functioning of banks. This created disadvantage for banks. Risks
have been shifted due to the innovative technology. When there is use of new services, it is
concluded that there are some problems which affected the functioning neg.ly.
Potential ways that can be opt by banking sector of United Kingdom to facilitate effective
services to the cust.
There are number of ways by undertaking of which companies those who are operating
their business services in UK banking sector can effectively provide effective services to
consumers. In terms with banking sector, it is essential for involved entities to provide banking
solution to cust. with adequate and proper safety and security measures. As it will allow them to
retain their cust. for long period of time. In addition to this, they are also require to ensure that
that they offer exceptional cust. services as it is an effective measure that allow banks to retain as
well as attract cust. in a well defined and effective manner. In this tech. play key essential role or
measure that allow banks to effectively undertake advantage of innovation that will further allow
them to meet needs and demand of cust. in a well defined and efficient manner. According to the
view point of Yasin, Porcu and Kayed, 2020 it has been determined that there are some
significant form of measures that will allow banks in UK to increase satisfaction level of cust. by
offering them effective and high quality of services. In this, one of the most effective measure

that can be duly undertaken by banks is to employer their employees, for instance in the situation
when banks implement new automated tech. then they are required to have support from all staff
member and department as to assure successful implementation of tech. adoptions. It has been
evaluated that by empowering employees banks within UK banking sector can make significant
increase in employee satisfaction as well as in productivity that automatically lead towards
increasing their efficiency to provide best effective services to cust..
The banking sector follows various regulations and rules that are involved in the
governing of various issues of banking function. This is very essential that banks are effectively
utilising the financial resources as well as technological resources and working effectively to
attain the goals. Main reason behind this is that it provides help to maintain the safety of banking
service. Main aim of the organisation is that they are maintaining effective service and avoiding
any kind of adverse condition while working. Along with this, in the view point of Jain, 2020
this has been determined that banking institutions by offering cust. with the facility of wide range
of online banking platforms can significantly enhance their level of satisfaction. For instance it
can be seen that during the pandemic COVID-19 online banking support as well as self-service
support are offering effective services to cust.. In addition to the as per the evaluation this has
been determined that maximum of consumer inquiries support come in weekends and on nights,
thus with the facility of self-service support banking sector in the provinces of United kingdom
can effectively assure that they did not miss any of the opportunity to serve cust..
Further according to the evaluation, this is being determined that with having self-service
approach banking companies can effectively maximise engagement of cust. in best effective
manner. In addition to this, Digi. support centre can also proves to an effective way through
which banks can effectively deliver their services or support answers to cust. on mobile and web
sites. Further in the view point of Wong, Hensher and Mulley, 2020. by staying consistent across
all touch points also acts as an one of the most effective way that allows banks within UK
provinces to enhance satisfaction level of cust. and ensure their stay for long period of time. In
this, banks are required to have omni-channel experience for the consumers, as through this they
can offer cust. with 24/7 real-time access to banking facilities. Along with this, with the help of
this banks can offer consistent information to cust. which is most important and efficient way
with the help of which services to cust. can be offered by banking sector in UK in feasible
manner.

In addition to this, according to the view point of Rafailoglou, 2020 ,banks by
undertaking advantage of measure in which they are required to implement effective for of anti-
money laundering algorithms with RPA can effectively provide their consumers with safety and
security. In this banks can effectively take care and monitor their various operations like
validation, AML consumer screening, transfer monitoring and more. Further, by ensuring quick
and enhanced credit card processing banks can reduce cust. long time that are required to collect
essential document (Dion, Leonard and Gabel, 2020). Along with this, any form of delay
increases dissatisfaction among cust. that can make them to cancel their request. Thus, in order to
overcome this issue banks by taking use of RPA can speed up the process related to dispatching
and validation of credit cards in order to make effective increase in overall satisfaction level of
cust.. According to the perception of Filimonau, Sauer and Yankholmes, 2020 by taking
advantage of RPA process banks can reduce one hour to 5 minutes and can enable their banking
process in high speed.
With the assistance of this way activities related to approval or disapproval of application
can be taken place in time effective manner. It not only allows banks to make significant
enhancement in efficiency of their services but also allow them retain their cust. for long period
of time. This has been evaluated that major problems from which cust. get suffered is associated
to fraud, in this it is essential for banks to undertake the advantage of RPA, it will effectively
facilitate them to combat fraud in transactions. As it has been evaluated that RPA allow banks to
review and check huge data bases, effectively detect and further send reports of an fraud if there
is any. It immensely increases cust. satisfaction level. As RPA effectively detect fraud activity in
no time comparatively to manual detecting measures. It is most effective way that duly allow
banks to reduces response time this tech. can proves to be an effective way through which banks
can control fraud activities and can further make significant reduction in future risks. Thus,
according to the above mentioned discussion it has been evaluated that these are some of the
significant form of ways or measures that allow banks within United Kingdom provinces to
provide effectively solutions or services to their cust. in a well defined and effective manner.
However all these ways are required to be effectively control and maintain by banking
companies in UK as to ensure continuous increase in satisfaction level of cust..

CHAPTER 3: RESEARCH METHODOLOGY
Research methodology can be describe as the framework that is used for identifying or
analysing information of the research. It is crucial for researcher to analyse and evaluate the
information form different sources and areas in order to successfully complete research practices
(Quinlan and et. al., 2019). Research methodology refer as the specific procedure or framework
to determining the information about topic as well as take correct decision. This methodology is
very crucial for answering question that includes how data or information for research will be
generated as well as how it should be analysed for correct study of the topic. Research
methodology will includes research philosophy, approaches, design, data collection and so on.
Research philosophy – This includes the brief in which investigator will collect and
gather information for getting desired outcome of the research. Research philosophy is
significant for providing guidance to the researcher in order to conduct research activities in
correct and accurate manner. There are majorly two types of research philosophies such as
intrepretisism and positivism (Miller and et. al ., 2012). In intrepretisism research philosophy
small sample size is determined and it is used for gathering in depth and accurate data. In this
investigation and qualitative information is determined for performing research practices. Where
as positivism philosophy is highly structured and it includes large sample size for conducting
research practices. In this investigation, investigator is considering intrepretisism research
philosophy for performing activities of research and carrying out practices. This philosophy is
utilised to pull out in-depth and accurate data in relation with the chosen topic i.e. impact of
automatised banking on consumer's behaviour.
Research approach – There are majorly two types of approaches which is consider
while performing research practices. It is crucial for researcher to use correct and accurate
research approach in order to gain better data and information. Research approach includes
inductive and deductive approach (Erro-Garcés and Alfaro-Tanco, 2020). Inductive approacher
is focusing in developing theory where as deductive approach aims at testing an existing theory.
In this investigation process inductive research approach is taken into consideration. This
approach is majorly associated with the quantitative research and support in collecting in depth
data. Inductive approach will is frequently referred with research literature as well as grounded
with theory. Consideration of inductive approach, researcher may effectively become able to

consider different theories in relation with the chosen topic i.e. impact of automatised banking
used by United Kingdom's banks on consumer's behaviour.
Research design – This can be describe as the research practice that is used for
developing or creating strategy for collecting data and analysing it in proper manner (McCusker
and Gunaydin, 2015). Research design is a overall strategy for choosing data and information
form different sources. Research design are classified into three parts such as descriptive,
exploratory and experimental. Descriptive research design will includes proper and accurate
description of the research in order to take better and accurate decision, exploratory research
refer as the process of investigating the problem in correct manner and this is conducted in order
to gain better and accurate understanding about the topic (Turnbull, Chugh and Luck, 2020).
Experimental research is a very strict research design and in this approach researcher is
collecting and measuring as well as calculating information in order to take better and accurate
decision. In this research, investigator is considering descriptive research as this will help
identifying and analysing information in correct and accurate manner.
Type of investigation – There are different types of investigation that is will lead to
support in providing guidance to the researcher for conducting investigation practices. There are
majorly two types of investigation such as qualitative and quantitative.
 Qualitative investigation – This can be describe as the research in which in depth and
accurate information is collected. Qualitative investigation is significant for answering
how and why question related to the research and analysing collected information
through proper information.
 Quantitative investigation - This refer as the systematic approach of collecting and
analysing information ( Mackey and Gass, 2015). In this investigation researcher will be
able to collect and represent data in numerical form. This type of data is easy to
understand as well as help in fast decision making.
In this investigation process researcher is considering mixed approach that includes both
qualitative and quantitative approach. This will help in determining data as well as represent it in
correct or accurate manner for better decision making. This particular investigation type is
utilised because this will help researcher in pulling out accurate outcomes (considering data and
statistics) while focusing on different perspectives of previous researchers and so on.

Data collection sources – Data collection refer as a process of identifying data as well as
gather it form different sources. It is very important for researcher to collect and assemble data
from various sources as this will help in better decision making process. There are different
method or sources that can be consider by researcher for data collection and analysing it in
proper and accurate manner. Data collection methods are majorly classified into two parts such
as primary and secondary data (Avci, 2020). Both of these are significant method which will
assist investigator to take better decision through collected data. Primary and secondary sources
of data collection is mention below in detail.
 Primary data collection - This refer as the first hand method of data collection and help
research to determine information from different sources. This type of data is considers to
be original data and it is collected for the first time (Mackenzie, Tan, and
Hoverman2015). In this type of data collection process, investigator can collect data from
various sources such as interview, observation, questionnaire, experiment and many other
method. Primary data collection approach is beneficial for gathering accurate and first
hand data which is never used before. This will support in identifying the accurate
solution to the research problem. The major drawback of primary data is the it is very
cost and time consuming process. Researcher should have in depth knowledge about
topic for better decision making process.
 Secondary data collection – This can be describe as the approach of data collection in
which researcher will collect and gather information form different sources. Secondary
data collection sources includes online data, interest sources, books and journals,
government papers, business documents and many more. The main advantage that could
be attain by researcher by collecting and gather information through secondary sources is
that it is very easy to use as well as less time consuming process. The major
disadvantage of secondary data collection is the it will not support in identifying accurate
and appropriate information for that is as per the issue of research.
In this research project, investigator is considering both primary as well as secondary
method of data collection. Both of these two methods are accurate and effective for better
decision making and collecting accurate information (Kumar, 2019). For primary data,
investigator is considering questionnaire survey and collecting information from various
respondents. For secondary data collection method, online and internet information is collected.

Sampling – This can be describe as the process of identifying as well as selecting the
number of sample for investigation process. Sampling is a significant process which will support
in determining the number of people that will be required by researcher in order to conduct
investigation practices. There are two different methods or approach for selecting sample as well
as representing collected data (Flick, 2020). It includes probabilistic or non probabilistic
sampling strategy. In this research process, probabilistic sampling will be taken into
consideration. In this researcher will assume that individual have equal and fair chances to be
selected for sample. Investigator has used simple random sampling method under this approach
as well as selected sample size as 30 who are current employees of respective co..
Research limitation – The topic of research is a very vast and time consuming topic for
better and accurate decision making process (Green, Camilli and Elmore, 2012). There are
number of issues and problems faced while conducting researcher activities as well as collecting
data. Lack of time as well as accurate resource is the major limitation faced during this approach.
Due to inaccurate time duration investigator is not able to collect and determine information
form different sources. This will lead to have direct impact on performance and activities of
investigation. Restriction to the several sources will have impact investigators performance as
well as getting desired outcome of the research.
Time horizon – Time is very important part for conducting and performing research
activities. It is crucial for researcher to have proper time frame and duration while conducting
research activities and attaining desired goal in time time (Gioia, Corley and Hamilton, 2013).
Time is essential factor that will support in determining the duration which will be required by
researcher for successfully performing investigation practices and performing task in such as
manner that goals is timely accomplished. Time horizon includes majorly two types of such as
longitudinal and cross sectional. IN order to perform research activities in effective and efficient
manner researcher is considering longitudinal time frame. This will be significant in timely
performing different research practices as well as completion of investigation practice in
successful manner. Researcher will use Gantt chart as this is effective tool for representing time
duration that will be required by researcher to performing different research practices.
Research ethics – It is crucial for researcher to consider ethics and moral while
performing and conducting research activities. Investigator needs to have proper ethical
consideration in order to successful perform task and gain desired results. Ethical consideration

will lead to have posi.impact on research performance and conducting activities with out any
issues or problems. It is very important that researcher is considering that data collection process
and activities will not lead to have harm on responder (Flick, 2015). Investigator have to follow
all guidelines and rules so that all activities of the research is perform in better or accurate
manner. Researcher needs to store information and data with proper protection.
Reliability and validity – The information and data collected in this research project is
reliable as well as valid. In this research project information is gathered and collected from
different sources which support in reliability and validity of research.
Questionnaire: A questionnaire is defined as a an effective form of research instrument
in which there is an evolvement of series of questions. With the help of this tool investigator can
effectively allow themselves to undertake and know view point and perception of respondents
towards a topic. With the help of questionnaire investigator can effectively ask number of
questions from target set of respondents that later provide many benefit in conducting research
with authenticate and fresh information or data (Bergman and Foxon, 2020). Further it has been
evaluated that questionnaire provide researcher with the benefit of engaging in inexpensive and
practical procedure to get quick results. Mentioned below there is a questionnaire which is being
undertaken by researcher to conduct present research in a well defined and effective manner. On
the other hand, primary data collection tool which was considered by investigator will be
delivering information in relation with different perspectives of respondents on the developed
questions considering different objectives and aim. Including this, it is also said that
questionnaire will be offering investigator with in-depth knowledge about the chosen topic. This
will also help readers in understanding the perspectives of others towards the topic which has
been considered.
Questionnaire
Name –
Age –
Contact No. –
E mail Id –
Occupation –
Q 1. Do you have knowledge about the banking services?
a) Yes

b) No
Q 2. Do you think auto. tech. is useful for the banking companies?
a) Yes
b) No
Q 3. How does auto. tech. impact banking companies and their business operations?
a) Posi.
b) Neg.
c) Both
Q 4. Does cust. behaviour impacted due to implementation of auto. tech. at their
workplace?
a) Yes
b) No
Q 5. Does online services provided by banks are effective?
a) Yes
b) No
c) Sometime
Q 6. What is the online banking services which almost every person use?
a) Automated teller machine
1594734232b) Internet banking
c) Direct debit/ existing forms
d) Text notifying
e) Telephone banking
f) All of the above
Q 7. Does auto. banking tech. impact on the cust.’s behaviour?
a) No
b) Yes
c) Sometime
Q 8. What are the impacts of auto. banking tech. on the behaviour of cust.?
a) cust. become more active
b) cust. can operate their bank account any time and everywhere
c) Avoiding travelling and ensure more accuracy in transaction

d) All of the above
Q 9. Does auto. banking tech. help in situation of COVID 19 around the world?
a) Yes
b) No
c) Some cases
Q 10. What are the main facilities provided by bank through auto. technology?
a) Cust. service
b) Accounts payable
c) KYC (Know your cust.) process
d) Deposits and collection
e) All of the above
Q 11. What are the significances of auto. tech. in encouraging development of banking
sector?
a) Enhance efficiency
b) Lower cost of operation
c) Increase flexibility
d) All of the above
Q 12. What are the impacts of auto. banking over embracing the consumer's behaviour
within United Kingdom?
a) Enhance productivity
b) Minimise error
c) Increase productivity of employees
d) All of the above
Q 13. What are the challenges faced by banking sector of United kingdom while adopting
auto. technology?
a) Process Analysis Issues
b) Mismanagement of Responsibilities
c) Lack of Help from a Local Team
d) Maintenance of Your RPA
e) Picking the Wrong RPA
f) All of the above

Q 14. What are the potential ways that can be opt by banking sector of United Kingdom
to facilitate effective services to the cust..
a) Provide training to employees
b) Adopt cust. friendly auto. tech.
c) Ensure presence of tech. expert always
d) All of the above
Q 15. What are the main auto. technologies used by banking companies at the United
Kingdom market?
a) Robotics at workplace
b) ATM (Automated Teller Machine)
c) Mobile application
d) All of the above
Q 16. According to you is adopting auto. tech. in bank is effective and safe for cust.
personal data?
a) Yes
b) No
Q 17. Any suggestions you like to provide for further
improvement.........................................
........................................................................................................................................................
.. .
Q 1. Do you have knowledge about the banking services? Frequency
a) Yes 20
b) No 10
Q 2. Do you think auto. tech. is useful for the banking companies? Frequency
a) Yes 18
b) No 12
Q 3. How does auto. tech. impact banking companies and their
business operations?
Frequency

a) Posi. 15
b) Neg. 10
c) Both 5
Q 4. Does cust. behaviour impacted due to implementation of
auto. tech. at their workplace?
Frequency
a) Yes 20
b) No 10
Q 5. Does online services provided by banks are effective? Frequency
a) Yes 15
b) No 10
c) Sometime 5
Q 6. What is the online banking services which almost every
person use?
Frequency
a) Automated teller machine 2
b) Internet banking 6
c) Direct debit/ existing forms 4
d) Text notifying 5
e) Telephone banking 3
f) All of the above 10
Q 7. Does auto. banking tech. impact on the cust.’s behaviour? Frequency
a) No 9
b) Yes 15
c) Sometime 6
Q 8. What are the impacts of auto. banking tech. on the behaviour
of cust.?
Frequency
a) cust. become more active 8

b) cust. can operate their bank account any time and everywhere 5
c) Avoiding travelling and ensure more accuracy in transaction 7
d) All of the above 10
Q 9. Does auto. banking tech. help in situation of COVID 19
around the world?
Frequency
a) Yes 15
b) No 10
c) Some cases 5
Q 10. What are the main facilities provided by bank through auto.
technology?
Frequency
a) Cust. service 3
b) Accounts payable 5
c) KYC (Know your cust.) process 4
d) Deposits and collection 6
e) All of the above 12
Q 11. What are the significances of auto. tech. in encouraging
development of banking sector?
Frequency
a) Enhance efficiency 4
b) Lower cost of operation 6
c) Increase flexibility 5
d) All of the above 15
Q 12. What are the impacts of auto. banking over embracing the
consumer's behaviour within United Kingdom?
Frequency
a) Enhance productivity 4
b) Minimise error 6
c) Increase productivity of employees 8

d) All of the above 12
Q 13. What are the challenges faced by banking sector of United
kingdom while adopting auto. technology?
Frequency
a) Process Analysis Issues 5
b) Mismanagement of Responsibilities 4
c) Lack of Help from a Local Team 3
d) Maintenance of Your RPA 4
e) Picking the Wrong RPA 6
f) All of the above 8
Q 14. What are the potential ways that can be opt by banking
sector of United Kingdom to facilitate effective services to the
cust..
Frequency
a) Provide training to employees 5
b) Adopt cust. friendly auto. tech. 9
c) Ensure presence of tech. expert always 6
d) All of the above 10
Q 15. What are the main auto. technologies used by banking
companies at the United Kingdom market?
Frequency
a) Robotics at workplace 5
b) ATM (Automated Teller Machine) 8
c) Mobile application 7
d) All of the above 10
Q 16. According to you is adopting auto. tech. in bank is effective
and safe for cust. personal data?
Frequency
a) Yes 22
b) No 8

Analysis and findings
Theme 1- knowledge about the banking services
Q 1. Do you have knowledge about the banking services? Frequency
a) Yes 20
b) No 10
Interpretations: According the above mentioned graph, it has been evaluated that 20
out of 30 respondents are in the favour of the fact that they are aware with the banking services.
According to their opinion, baking services is relatively defined as a formative process in which
ensuring of overall execution of financial services is being duly provided over web. For example
on demand of cust. banking services like digi. banking is being provided. Along with this
respondents said that they have proper knowledge of numerous form of banking services like,
debit and credit cards, treasury services like deposit services, payroll services and more, saving
accounts, checking accounts, business loans and more. With the help of different type of banking
services banks assure that they provide effective satisfaction to cust. in many ways. While on the
other hand remaining 10 out of 30 respondents said that they did not posses any form of
knowledge related to banking services.
Theme 2 - Auto. tech. is useful for the banking companies
a) Yes b) No
0
5
10
15
20
25
Column B

Q 2. Do you think auto. tech. is useful for the banking companies? Frequency
a) Yes 18
b) No 12
Interpretations: With the evolution of digi. revolution and emergence of latest
technologies there is rapid usage as well as adoption of different technologies is being
undertaken. It has been evaluated that banking industry sees radical changes and are effectively
welcoming automation solutions in order to provide maximum level of satisfaction to cust..
According to above mentioned graph, this has been evaluated that 18 out of 30 respondents are
in the favour of the fact that auto. tech. is significantly beneficial for banking companies. As they
duly believes that automation is making significant increase in overall productivity and
enhancing banking process in a significant manner. Further, respondents said that by automation
is acting as an efficient tool through which banks can make reduction in their operating cost and
can enhance their overall capacity for growth. While on the other, if it is talked about remaining
12 respondents, they did not find auto. tech. very much useful for bank as they believes that with
the increase in auto. tech. there will be lost of many job opportunities in banking industry that
can significantly lead towards unemployment that will further affect growth opportunity of many
individuals.
Theme 3 - Auto. tech. impact banking companies and their business operations
a) Yes b) No
0
2
4
6
8
10
12
14
16
18
20
Column G

Q 3. How does auto. tech. impact banking companies and their
business operations?
Frequency
a) Posi. 15
b) Neg. 10
c) Both 5
Interpretations: Future of banking is automation, as with the use of this powerful tool
significant rise in operating income can be reduced. According to the evaluation of above
mentioned graph, this has been determined that 15 out of 30 respondents said that auto. tech. is
having posi.impact upon baking companies as well as upon their business operations. As they
find that, with having advantage of robotic process automation banking companies can
effectively make reduction is manual efforts and can further offer more efficient services to their
cust.. In addition to this, auto. tech. allow banking companies to undertake their business
operations with low-cost approach and can further provide different type of services to cust. in
time effective manner. For instance auto. tech. allow banking companies to undertake account
opening process in more accurate, straightforward and quicker manner. While on the other hand,
10 out of 30 respondents said that auto. tech. can somehow have neg. impact upon banking
companies and business operations as it decreases job employment opportunities that lead
towards reduction in country overall per capita income level growth. Lastly, if it is talked about
a) Positive b) Negative c) Both
0
2
4
6
8
10
12
14
16
Column G

remaining 5 respondents out of 30 they are in the favour of fact that auto. tech. is having both
neg. an posi.impact upon banking companies as well as on business operations.
Theme 4 - cust. behaviour impacted due to implementation of auto. tech. at their workplace
Q 4. Does cust. behaviour impacted due to implementation of auto.
tech. at their workplace?
Frequency
a) Yes 20
b) No 10
Interpretations: As per above given graph, this has been evaluated that 20 out of 30
respondents believes that behaviour of consumers are significantly affected with the formative
execution of auto. tech. in org. workplace structure. Respondents said that with the advantage of
auto. tech. cust. can allow themselves to engage in easy and effective decision making process.
Maximum number of consumers are undertaking advantage of search engines before making an
purchase. In addition to this, respondents also said that auto. tech. also increases satisfaction
level of cust.. While on the other hand 10 out of 30 respondents believes that there is no such
a) Yes b) No
0
5
10
15
20
25
Column I

impact of auto. tech. execution in workplace structure at workplaces, as respondents believes
that maximum number of cust. are not aware with the use of auto. tech. services.
Theme 5 - Online services provided by banks are effective
Q 5. Does online services provided by banks are effective? Frequency
a) Yes 15
b) No 10
c) Sometime 5
Interpretations: In accordance of the evaluation of above given graph, this has been
evaluated that 15 out of 30 respondents believes that online services that are being provided by
banks are effective. As it has been identified that many banks are undertake significant
advantage of e-banking in order to provide hassle free services to their cust. in easy way. It also
allow banks to offer cost and time effective services to consumers that automatically lead
towards increasing their level of satisfaction. In addition to this, online services are that are being
a) Yes b) No c) Sometime
0
2
4
6
8
10
12
14
16
Column G

offered by banks are of better rates and include lower fees. Further this has been duly determined
that online services facilitate consumers to have an eye on their transactions as well as upon
account balance. However, 10 out of 30 respondents did not found out banks online services
much effective, as they believes that due to lack of knowledge of tech. some cust. can find
difficulty to undertake use of baking activities which in turn lead towards many adverse impact
upon their satisfaction level. Lastly, remaining 5 out of 30 respondents said that online services
that banks are offering to their cust. sometime proves to be effective according to prevailing
situation.
Theme 6 - Online banking services which almost every person use
Q 6. What is the online banking services which almost every
person use?
Frequency
a) Automated teller machine 2
b) Internet banking 6
c) Direct debit/ existing forms 4
d) Text notifying 5
e) Telephone banking 3
f) All of the above 10

Interpretations: Above mentioned denoted that 2 out of 30 respondents undertake use of
automated teller machine (ATM) as online baking services. While on the other hand 6
respondents out of 30 believes that internet baking services are being widely use by every
service. If it is talked about 4 out of 30 respondents they said they direct debit/existing forms are
being undertaken by almost every individual. While remaining 5 out of 30 respondents said they
text notifying is an online services that are being effectively undertaking use by individuals. 3
respondents out of 30 are in the favour of telephone baking online services that are commonly
use of individuals. Lastly, 10 respondents out of 30 said that all the above mentioned online
banking services like telephone banking, internet banking, telephone banking and direct
debit/exiting forms are being use by every person.
Theme 7 - Auto. banking tech. impact on the cust.’s behaviour
Q 7. Does auto. banking tech. impact on the cust.’s behaviour? Frequency
a) No 9
b) Yes 15
c) Sometime 6
0
4
8
12
Column H

Interpretations: In accordance to above given report, it has been determined that 9 out
of 30 respondents said that auto. banking tech. is not having any kind of impact of consumer
behaviour as most of the consumers are not having proper understanding and knowledge to use
services that are being provide by banks through execution of auto. banking technology. While
on the other hand 15 out of 30 respondents said that, auto. banking tech. is having impact upon
behaviour of cust., as according to respondents view satisfaction level of consumers are
significantly increased as they get services in low fees and in time effective manner. In addition
to this, they are also are also having access to have an eye of the transaction at any time and any
place. This feasibility and easy to access services are impacting behaviour of cust. in a well
defined and effective manner. Lastly, remaining 6 out of 30 respondents are in the favour of fact
that auto. banking tech. is sometime having significant impact upon behaviour of cust..
Theme 8 - Impacts of auto. banking tech. on the behaviour of cust.
Q 8. What are the impacts of auto. banking tech. on the behaviour
of cust.?
Frequency
a) cust. become more active 8
b) cust. can operate their bank account any time and everywhere 5
c) Avoiding travelling and ensure more accuracy in transaction 7
d) All of the above 10
a) No b) Yes c) Sometime
0
2
4
6
8
10
12
14
16
Column H

Interpretations: By determining given graph, this has been signified that 8 out of 30
respondents are in the favour of the fact that consumer become more active with the use of auto.
banking tech. , it is an effective impact upon cust. behaviour. On the other hand, 5 out of 30
respondents said that one of the most effective impact of auto. banking tech. on consumer
behaviour is that they are having access to operate their bank account at any place and in any
time. If it is talked about 7 out of 30 respondents they said auto. banking tech. have posi.impact
of behaviour of cust. as from this they are having advantage to avoid travel and make sure that
effective accuracy in transactions. Lastly, remaining 10 out of 30 respondents said that auto.
banking tech. allow cust. to have access to all the above mentioned factors which is significantly
impacting upon their behaviour in a well defined and effective manner.
Theme 9 - Auto. banking tech. help in situation of COVID 19 around the world
Q 9. Does auto. banking tech. help in situation of COVID 19
around the world?
Frequency
a) Yes 15
b) No 10
c) Some cases 5
0
4
8
12
Column G

Interpretations: According to the above mentioned given graph, this has been evaluated
that 15 out of 30 respondents said that during the pandemic COVID-19 auto. banking tech. is
aiding world by offering range of services to cust. such as cust. support. In addition to this, auto.
tech. is providing significant help to cust. to have access on their account transactions and keep
regular eye upon them in a well defined and effective manner. According to the perception of
these respondents cust. are having access to their accounts and demat account in a well defined
and effective manner. Along with this, auto. banking tech. is offering range of services to cust.
through which cust. can gain maximum level of satisfaction. While on the other hand, it it is
talked about 10 out of 30 respondents auto. banking tech. does offerings help of cust. around the
world during COVID-19 as not many individuals are having access of internet in many
countries. Lastly, 5 out of 30 respondents said the in some cases auto. banking tech. are aiding
countries or individuals around the world in significant manner.
Theme 10 - Main facilities provided by bank through auto. technology
Q 10. What are the main facilities provided by bank through auto.
technology?
Frequency
a) Cust. service 3
b) Accounts payable 5
c) KYC (Know your cust.) process 4
d) Deposits and collection 6
a) Yes b) No c) Some cases
0
2
4
6
8
10
12
14
16
Column E

e) All of the above 12
Interpretations: According to the above mentioned graph, this is being determined that,
3 out of 30 respondents said that cust. service is the main facility that are being provided by
banks with the implementation of auto. tech. in their workplace. While on the other hand, 5 out
of 30 respondents said that account payable is the service that are being mainly provided by
banks to cust. with the use of auto. technology. If it is talked about remaining 4 respondents out
of 30 KYC ( Know your cust.) process is the main services that banks are offerings via
respective technology. Further it has been evaluated 6 out of 30 respondents duly believes that
deposits an collection is main facility that cust. are getting from banks. Lastly, remaining 12
responsive out of 30 believes that all the above given are the services that banks are significantly
offering to this consumers with the assistance of auto. technology.
Theme 11 - Significances of auto. tech. in encouraging development of banking sector
Q 11. What are the significances of auto. tech. in encouraging
development of banking sector?
Frequency
a) Enhance efficiency 4
b) Lower cost of operation 6
c) Increase flexibility 5
d) All of the above 15
0
4
8
12
Column G

Interpretations: According to above mentioned graph, this has been signified that 4 out
of 30 respondents are in the favour of the fact that with the use of auto. tech. in banking sector
can effectively encourage development as it increase level of workplace and services efficiency.
This lead towards offering maximum level of satisfaction to cust.. While on the other hand, 6 out
of 30 respondents said that, low cost of operation is one of the effective measure through which
companies operating their services in banking sector can encourage development. If it is talked
about remaining 5 out of 30 respondents it has been determined that increase in flexibility acts as
an essential element through which execution of services and being effectively undertaken by
entities operating in service sector. Lastly, 15 respondents believes that all the above given report
proves to be a significant measure through which effective form of development can be seen in
banking sector.
Theme 12 - The impacts of auto. banking over embracing the consumer's behaviour within
United Kingdom
Q 12. What are the impacts of auto. banking over embracing the
consumer's behaviour within United Kingdom?
Frequency
a) Enhance productivity 4
b) Minimise error 6
c) Increase productivity of employees 8
a) Enhance efficiency
b) Lower cost of operation
c) Increase flexibility
d) All of the above
0
2
4
6
8
10
12
14
16
Column I

d) All of the above 12
Interpretations: According to the evaluation it has been duly determined that, auto. tech.
in banking sector are offering wide range of benefits as well as advantages to organisations those
whoa are conducting their services in banking sector. It not only providing them access to
effectively operating their services in cost effective manner but also allowing them to provide
maximum level of satisfaction to cust.. By evaluating above mentioned graph it has been
determined that 4 out of 30 respondents are in the favour of factor that enhancement in
productivity is one of the significant impact of auto. tech. banking sector that are effectively lead
towards embracing behaviour of cust. in a well defined and effective manner in the provinces of
UK. While on the other hand, 6 respondents out of 30 believes that with the assistance of auto.
tech. banking companies within United Kingdom is seeing reduction in error that are offering
satisfaction to cust. and are later embracing consumers behaviour in UK. If it is seen in terms of
8 out of 30 respondents this has been determined that with the effective use of auto. tech. entities
conducting their business operations in banking sector can assure increase in performance level
of employees through which needs and demands of cust. can be satisfied in an effective manner.
Lastly, by evaluating graph, remaining 12 responsive said that all the above mentioned are the
significant impact of the implementation and execution of auto. tech. in banking sector that are
embracing cust. services in United Kingdom.
a) Enhance productivity
b) Minimise error
c) Increase productivity of employees
d) All of the above
0
2
4
6
8
10
12
14
Column I

Theme 13 - The challenges faced by banking sector of United Kingdom while adopting
auto. technology
Q 13. What are the challenges faced by banking sector of United
Kingdom while adopting auto. technology?
Frequency
a) Process Analysis Issues 5
b) Mismanagement of Responsibilities 4
c) Lack of Help from a Local Team 3
d) Maintenance of Your RPA 4
e) Picking the Wrong RPA 6
f) All of the above 8
Interpretations: Above mentioned graph stated the issues or challenges that are being
duly facing by entities engaged in banking sector within United Kingdom while implementing
auto. technology. In accordance with graph evaluation this has been determined that 5 out of 30
respondents said that entities can face issue that are associated to process analysis issues that can
have neg. impact upon their activities. While on the other hand, 4 out of 30 respondents believes
that mismanagement of responsibilities can proves to be the issue that can be faced by engaged
entities within banking sector of UK while adopting auto. tech. in their workplace structure.
While remaining 3 out of 30 respondents said that lack of Help from a Local Team is the issue
a) Process Analysis Issues
b) Mismanagement of Responsibilities
c) Lack of Help from a Local Team
d) Maintenance of Your RPA
e) Picking the Wrong RPA
f) All of the above
0
2
4
6
8
Column G

that are impacting banking companies conducting their business operations in UK while they are
executing auto. technology. If it is talked about remaining 4 respondents out of 30 it has been
evaluated that maintenance of RPA needs high cost that can somehow turns out to be an issue
that are affecting and creating challenges on entities in UK executing their services in banking
sector. In addition to this, 6 out of 30 responsive said that, picking the wrong RPA can lead
banks to face wide range of challenges or issue that are decreasing performance level efficiency
of banks within United Kingdom. Lastly, remaining 8 respondents out of 30 believes that all the
above mentioned factors can acts as challenges that can be duly faced by companies within UK
banking sector with the due execution of auto. technology.
Theme 14 - The potential ways that can be opt by banking sector of United Kingdom to
facilitate effective services to the cust.
Q 14. What are the potential ways that can be opt by banking
sector of United Kingdom to facilitate effective services to the cust..
Frequency
a) Provide training to employees 5
b) Adopt cust. friendly auto. tech. 9
c) Ensure presence of tech. expert always 6
d) All of the above 10
0
2
4
6
8
10
12
Column I

Interpretations: As per the evaluation of above mentioned graph, it has been evaluated
that there are some of the effective or efficient measures by undertaking of which entities those
who are operating their services in banking sector in the provinces of United Kingdom can
effectively offer best possible services to their cust.. In terms with graph evaluation, this has
been determined that 5 out of 30 respondents said that entities executing their services in UK
banking sector by providing regular training to employees can significantly make increase in
their workplace performance level through which they can offer more satisfactory services to
their cust.. It automatically lead towards increasing overall satisfaction level of cust. towards
banking companies. While on the other hand, it has been evaluated that other 9 out of 30
respondents believes in the fact that by undertaking advantage of the measure like adopting cust.
friendly auto. tech. can turns out be am significant way that can aid organisations in United
Kingdom banking industry to offer maximum level of satisfaction. As with the help of this way
banks can provide effective services to even those cust. who are having less or no knowledge of
technology. In addition to this, graph determines that 6 out of 30 co-defendant said that, with the
help of taking due use of ensuring presence of tech. expert always allow banking sector
companies within UK to offer immense level of satisfactory services to cust.. As with the
advantage of this way, entities can resolve any kind of issue or problem that are being facing by
their cust. within mean time. Lastly, it has been signified that remaining 10 out of 30 respondents
said that by undertaking advantage of all the above mentioned ways or measures high level of
satisfaction can be offered to cust. in a well defined and effective manner in United Kingdom
segment.
Theme 15 - Main auto. technologies used by banking companies at the United Kingdom
market
Q 15. What are the main auto. technologies used by banking
companies at the United Kingdom market?
Frequency
a) Robotics at workplace 5
b) ATM (Automated Teller Machine) 8
c) Mobile application 7
d) All of the above 10

Interpretations: This has been evaluated that there are different type of technologies as
well as tools that are available in auto. segment that can be undertaken by entities involved in
banking sector in the provinces of UK. These technologies are having significant tendency to
provide maximum level of satisfaction to cust.. Along with this with the use of auto. technologies
banking companies can ensure accomplishment of their operations with great efficiency.
According to the above mentioned graph, this has been signified that 5 out of 30 respondents
said that by banking companies can undertake advantage of robotics at workplace as an auto.
tech. through which services can be offered to cust. in time effective manner. This tech. is having
great tendency to increase overall level of cust. satisfaction in a well defined and effective
manner. In addition to this, 8 out of 30 respondents said the with the help of ATM (Automated
Teller Machine) banking companies within UK can effectively increase satisfaction level of
cust.. As this technique allow consumers to have access to their money at different places. While
if it is talked about remaining 7 out of 30 co defendant they are in the favour of mobile
application tech. as an auto. technologies through which entities operating their business
operations in banking sector can offer effective services to cust. in cost effective manner. As
with the help of mobile application cust. can have access to wide range of facilities through
which they can save their time. It also lead towards increasing overall satisfaction level of cust.
in a well defined and effective manner. Lastly, 10 respondents out of 30 said the all the above
mentioned technologies can be duly undertaken by companies within banking sector through
which entities can conduct their business services in efficient manner. It also lead banking
a) Robotics at workplace
b) ATM (Automated Teller Machine)
c) Mobile application
d) All of the above
0
2
4
6
8
10
12
Column F

organisations within UK to increase their level of business services in best effective manner.
Theme 16 - Adopting auto. tech. in bank is effective and safe for cust. personal data
Q 16. According to you is adopting auto. tech. in bank is effective
and safe for cust. personal data?
Frequency
a) Yes 22
b) No 8
Interpretations: Tech. is taking over world at great extent and are providing maximum
number of benefit and advantages to cust. and organisation. According to the above mentioned
graph, it has been evaluated that 22 out of 30 respondents are in the favour of the fact that by
taking advantage of auto. tech. banks can have easy access to effective as well as safe operations
towards cust. personal data. As it has been evaluated that by taking advantage of authentication,
banks can provide cust. in which they are required to conform their identity. Further it has been
analysed that banks can also undertake significant advantage of multi-factor authentication in
order to make sure that individual is actually claims who they are. Biometrics authentication can
also proves to be effective techniques through which banks can verify consumers of identity
along with including behavioural biometrics when they interact with banking systems like IVR.
Along with this there are also other different measures that allow banks to provide effective
safety and security to their cust. by executing auto. technologies. For example, audit trials, secure
infrastructure, secure processes are some of the well defined and effective measure through
a) Yes b) No
0
5
10
15
20
25

which proper as well as effective safety and security to cust. can be duly provided. These are
some of the effective ways that allow banks to adopt auto. technologies and ensure safety and
security of cust. personal informations. In addition to this according to respondents view point by
undertaking continuous communication banks can effectively make their cust. aware with
introduction of new authentication procedures, upgrades on systems in a well defined and
effective manner. Along with this by sending periodic account statements to cust. banks can offer
their cust. with the sense of effective safety as well as security. While on the other hand, if it is
talked about remaining 8 out of 30 respondents it has been evaluated that banks can not assure
safety of cust. personal data by implementing auto. technology.
Chapter 5
Conclusion and recommendations
Reflection
At the time of starting this project, I was nervous because of the lack of knowledge in
relation to how automated tech. specifically helps banking sector in order to satisfy them. Also, I
can say that I was curious because I started getting knowledge of how tech. has helped banking
sector of United Kingdom in different ways while serving cust. with the best experience of
performing different activities like automated transactions of monetary and so on. On the other
hand, I am also faced a range of problems which I requested my lecturers to make me understand
and later on I was able to solve the same type of problems that I was facing while conducting the
investigation on automated banking sector. Another issue that I have gone through was the cust.
were less interested towards delivering the information in relation to how they have experienced
the online website and application services given by their banks. Including this, it has also been
analysed by me is that there are a range of investigations has already been performed by various
researchers which took time and since I was not having much time as I had to submit this project
in specified time frame therefore I can say that I might become less able to pull out much more
detailed information about the cust. behaviour towards automated banking. It is also required by
me to improve my own research skills so that it I can select the best and suitable sources like
decision of ducting primary investigation or secondary. Also, I found that performing qualitative
investigation is much more easier than quantitative but it is less reliable and I might it not
become able to pull out right information in correct time. On the future aspects, this information

that I have carried out will help me in in conducting further investigations on same type of or any
other topic because it has helped me in performing research and much more rightful ways.
Results
Automation in banking system reduced human intervention to minimum that
automatically improved efficiency of banking processing transactions, offer lower operations
costs to banks and increase their productivity at great extent. It also maximises flexibility and
offers immense level of satisfaction to customers. It has been identified that with the help of
automation banking facility consumer can get number of positive advantage in terms of resolving
their issues and queries in any time. In addition to this, this has been evaluated that one of the
most important advantage that customers can have from automation in banking is subjected to 24
hours services in quicker manner. Along with this, card less transactions facilities are also being
provided by banks with high security through which customers can conduct their transactions
with less complexities. As per according to recent surveys and reports statistics it has been
analysed that 41% of respondents say that, thanks to mobile banking apps they don’t worry about
personal finances management. This indicates effectiveness of automation in banking
satisfaction level among consumers.
Conclusion
With the help of above mentioned report, it can easily be said that banking sector has
helped its clients to get quality experience through taking help of technology. Auto. banking has
given ample number of opportunities for account holders with various benefits like they can
perform different range of transactions like national or International fund transfer and even
payments as well at stores and supermarkets. However it is also summarised that increase in
usage of internet banking has raised cyber crimes in much more faster way then it was in the
past. Along with this, it is also concluded that Tech. has been a ever changing subject which is
needed by banking sector of United Kingdom to study in an appropriate way so that they can
easily deliver the best experience to the cust. and help them in positively changing behaviour of
clients so that they stay loyal to the services offered by them. Including this, by looking at the
needs and requirements of cust. it is much needed for banks of United Kingdom to keep on
altering their services so that they can offer account holders with the best and suitable services
according to their necessities. Away with this, decision of entering into online banking has
helped government of United Kingdom to take a huge step towards reducing the chances of

spreading different diseases like Covid-19. Therefore, it can easily be said that cust. behaviour
towards online banking has been really very posi.and continuous improvement within the
services if done by different banks then it will automatically put posi.impact on economy as well
in near future.
Thus, according to the above mentioned analysis it has evaluated that almost 87%
number of consumers are using mobile application. This data increased during the pandemic
crisis of COVID-19. Thus, there is a wide scope of expansion of automation in banking. As it is
not only increasing satisfaction level of customers but are also offering cost effective operations
benefits to entities. It has been identified that, during coronavirus crisis United Kingdom
government by taking advantage of this process can gain number of benefits. It will offer
beneficiaries to both banks and customers in various manner. This has been determined that it
not only facilitate easy and less complex transaction facilitates to customers but are also
enhancing their loyalty towards organisations. As automation banking facilitates are allowing
customers to have 24/7 access to services of banks.
Recommendations
Considering the information which has been presented above, there are a range of
recommendations that can be given to auto. banking sector and some of these are presented
underneath:
 Security of personal information it is required to be enhanced of the account holders that
are continuously conducting transactions over online portals given by banks. With the
help of this, it can easily be said that different problems like increasing cyber crime will
be reduced to minimal and reliability of cust. on auto. banking will increase in much
effective and in efficient manner.
 Utilisation of integrated online application will deliver much more effective experience to
cust. as they might become able to you ask any sort of query from cust. executive of
banks and it will increase the serving qualities of banks of United Kingdom. Through
this, it is may be possible that cust.’s loyalty may improve and this is something which is
required by every single Bank in today's time.
 Another recommendation that can be given in to auto. banking sector is that Banks
should attempt to give higher worth administrations to its purchasers. Banks ought to

intently examine the historical backdrop of its clients' financial exchanges to have better
understanding with respect to their prerequisites and give them well tweaked web
banking items and administrations.
 Banks should target right arrangement of clients. Banks ought to pull in those clients who
have solid money related position and sufficient pay level to embrace the e-banking
framework.
 Banks ought to underline on the upsides of the e-banking use for example time sparing,
24 hour administration accessibility, data accessibility, accommodation, low cost
administrations and so forth.
 To pull in its cust. bank ought to give simple openness of e-putting money on a normal
bases. Banks ought to investigate clients' entrance and actualize traffic the board
framework to the e-banking clients.
 Banking clients see that e-banking charges collected by the banks are not reasonable.
Banks should start competitive rivalry for instructing clients in regards to the decency of
e-banking charges.

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Top 10 challenges in implementing Robotic Process Automation RPA?. 2020. [Online].
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implementing-robotic-process-automation-rpa>.