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Impact of Mobile Banking on Customer Retention Rate

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Added on  2021-05-31

Impact of Mobile Banking on Customer Retention Rate

   Added on 2021-05-31

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Running head: BUSINESS RESEARCH Assignment 2: Impact of mobile banking on customer retention rate and Business PerformanceName of the StudentName of the UniversityAuthor Notes
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1BUSINESS RESEARCH1. Introduction (Will be same from assignment 1)2. Project Objective (Will be same from assignment 1)3. Project Scope (Will be same from assignment 1)4. Literature Review (Will be same from assignment 1)5. Research questions/hypothesisResearch hypothesis:1H0 (Null hypothesis): Mobile banking service has no impact on customer satisfaction andretention1H1 (Alternate hypothesis): Mobile banking service has significant impact on customersatisfaction and retention2H0 (Null hypothesis): Mobile banking service has no impact on improving the businessperformance of the banking sector2H1 (Alternate hypothesis): Mobile banking service has significant impact on improving thebusiness performance of the banking sectorPrimary question:1.What is the role of mobile banking service in increasing the customer satisfaction and inthe growth of the banking sector?Secondary questions:
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2BUSINESS RESEARCH1.What are the impacts of mobile banking service on the customer satisfaction from thebanking services?2.How does the mobile banking service improve the level of business performance of thebanking sector and contributes in its growth?3.What are the risks associated with high usage mobile banking services that can lead tocustomer dissatisfaction?6. Research design and methodology As mentioned earlier in the literature review, mobile banking service goes back a longway, even before the invention of smartphone. With the advancement of technology, the natureof mobile banking have changed and become more convenient and user-friendly. Over the years,mobile banking services have changed the banking service scenario all over the world. Thepurpose of the given research is to evaluate different features of mobile banking services and itsimpact on the customer satisfaction as well as retention and on the growth of the banking sector.Research methodology describes the strategies or actions to be taken by the researcher toconduct the study in the most rational, comprehensive and appropriate manner to answer theresearch questions unambiguously. It is composed of the process of data collection and analysis.On the basis of the nature of the sources of the data and type of analysis process, the mostappropriate research methodology is chosen (Mackey & Gass, 2015). In the following research,both the quantitative and qualitative facets of the research topic need to be addressed. Qualitative research process
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3BUSINESS RESEARCHQualitative research process contains subjective, informal and semi systematic researchthat puts importance on the words and human aspects rather than on the numbers collectedthrough the process of data collection. This is inductive in nature, in which a new phenomenon isexplored or new inferences are generated from the data. The ideologies of qualitative researchprocess are to collect the views of the participants to generate new theories, which are notgeneralized in nature (Silverman, 2016). The characteristics of this research process are tounderstand the procedures of social life and humanitarian aspects, along with an emphasis on thebackground, and to put flexibility in the way of observation, research and analysis process.The main stages of the qualitative research methods are as follows:1.Determination of research questions2.Design of the study3.Collection of data4.Data analysis and interpretation 5.Validation of the collected data6.Report and presentation The stages are described below.Determination of research questions is the first and foremost section for any type ofresearch. Research questions help in determining the direction of the total study, the vision andthought process of the researcher. These questions are framed in way so that they can representthe topic of the study in the most specified and comprehensive manner (Merriam & Tisdell,2015). In the following research study, the impact of mobile banking service on the businessperformance and growth of the banking sector and on the level of customer satisfaction and
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