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Impact of Internet Banking Services on Customer Satisfaction

   

Added on  2020-10-22

15 Pages3684 Words229 Views
Research project

Table of ContentsCHAPTER 1: INTRODUCTION....................................................................................................11.1 Overview of the research......................................................................................................11.2 Significance of the research..................................................................................................11.3 Background of the research...................................................................................................21.4 Research aims and objectives ...............................................................................................21.5 Gantt Chart ...........................................................................................................................3CHAPTER 2: LITERATURE REVIEW ........................................................................................32.2 Importance of internet banking in facilitating business transactions....................................3CHAPTER 3: RESEARCH METHODOLOGY.............................................................................53.1 Type of investigation.............................................................................................................5

TITLE – To determine the impact of internet banking services on customer satisfaction level andbusiness performance. A case study on Bank of Scotland. CHAPTER 1: INTRODUCTION1.1 Overview of the researchResearch project is a brief overview of specific area of concern so as to developknowledge on it. This research is going to be conducted in order to recognise the impact ofdigital technologies, like – internet banking services on business performance by improving itsbrand image. In this present scenario, technology has affected the life of individuals as it makeseasier the process of completing day to day activities. Expansion of digital technology hasimbibed lives of people and introduce them various changes over the world in economic andbusiness atmosphere. In banking sector, technological developments are liable for speed upcommunication with customers as well as transactions. In simple words, it makes easier theprocess of transferring cash from one account to another. Apart from this, the first part ofresearch consists with a conceptual analysis and historical review of internet banking andelements which can affect the same. In second chapter, literature has reviewed in theoreticalform so as to fulfil the gap between problem statement and desired outcomes. A researchmethodology will be conducted so as to prepare a hypothesis by considering data collectiontechniques, reliability, limitations and validity of the study. Data analysis will be done throughinformation that is gathered through people who use online banking. Then, different findings willbe given which can perceptual the gap between public and private sector banks and variousmanagerial implications. 1.2 Significance of the researchDue to the rapid growth of Internet banking in past decades is a clear indicant ofconsumer acceptance of this media. However, the impact of Internet Banking on customersatisfaction and loyalty in UK is yet to be established as few studies have addressed this issue.The present research is conducted to determine that how internet banking affects customers'satisfaction level and improves business performance. Due to technological advancements,business environment of financial sector is totally change and experience rapid changes indemands of customers. Evolution of ATM machines leads internet banking; the concept iswidely used in all economies so as to enhance quality of services. In UK, many banks are1

providing internet banking services to their target audiences so as to enhance customerexperience and gain high competitive edge. Following are the main significance of the study- Outcomes or findings of the study will be useful for management of financial sectors ofUK as identifying the impact of internet banking services on business performance. The study will also serve a resource base for other researchers who have an interest incarrying out another research on the same topic, if applied then topic will be extend andprovide new explanation. 1.3 Background of the researchThe study is based upon implementation of new technologies, i.e. internet banking onincreases business performance. It will cover all aspects which have a vast impact on internetbanking services by carrying examination of its hindrance on obtaining customer satisfactionlevel. For completion of the study, Bank of Scotland Plc is the chosen organisation; its acommercial and clearing financial institute which is located in UK. It was the first bank whichintroduces its own printed bank notes and still printing under legal arrangements. Bank ofScotland is a subsidiary of Lloyds Banking Group since 19 January 2009, when HBOS wasacquired by Lloyds TSB. There are over 20000 employees are currently working with it andexpand worldwide to provide effective financial services to people. The organisation alsoinvolves itself in providing Internet Banking services which comprises future, dated andrecurring bill payments and funds transfers. Firm also provides other facilities through netbanking like - loan application, e-trade, fund management, customisation of account names,ability to export banking transactions to popular financial management software packages suchas Microsoft Money or Intuit Quicken. 1.4 Research aims and objectives Research aim - To determine the impact of internet banking services on customer satisfactionlevel and business performance. A case study on Bank of Scotland. Research objectives – Some of main research objectives are stated as under: - To determine the importance of internet banking services in banking transactions. To ascertain the impact of internet banking services on customer satisfaction and businessperformance level. To find out the factors which can limiting the use of internet banking for Europeans. 2

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