Online Banking and Customer Satisfaction - A Case Study on Lloyd Bank

This presentation is a case study on Lloyd Bank, focusing on the importance of digital technology in bringing development and efficiency in operations for the bank. It aims to determine the necessity and evaluate the relationship between digital technology and the growth of Lloyd Bank.

Online Banking and Customer
satisfaction – A case study on
Lloyd Bank
(TASK 3)

Content
 Aims and Objectives
 Graphical Presentation
 References

Aims and Objectives
Aim: “To determine the importance of digital technology to bring out
development and efficiency in operations for an association – A case
study on Brooklands Hotel”
Objectives:
 To identify the necessity of digital technology for business development
 To evaluate the importance of digital technology in order to maximise
efficiency in operations of Brooklands Hotel
 To articulate relationship between digital technology and growth of
Brooklands Hotel

Graphical Presentation
 For every research study or a project, there is a need to understand or
estimate the outcome in better and determined manner.
 This result in drawing beneficial and effective outcome so that suitability
of study used to get done.
 Hence, there is a need of appropriate action plan and suitable working so
that each and every outcome could get accomplish.
 One of an appropriate and suitable technique for analysing the outcome
is interpretation and graphical presentation.

Theme 1: Digitalisation is more important for the
effectiveness and efficiency of Brooklands Hotel
Yes No
0
2
4
6
8
10
12
14
16
18 17
3

Theme 2: Digital tool support Brooklands Hotel
yield them long term welfare
Agree Disagree
0
2
4
6
8
10
12
14
16
15
5

Theme 3: Effect will be faced by Brooklands Hotel
when introduced their new products and services
Positive Negative
0
2
4
6
8
10
12
14
16
16
4

Theme 4: Brooklands Hotel really needs this
advancement or technology
Yes No
0
2
4
6
8
10
12
14
16
18
18
2

Theme 5: Reaction of entity that will focuses after
applying digitalisation
10
5
5
Positive
Negative
Neutral

Theme 6: Expansion of Brooklands Hotel activity
by using digitalisation
Yes No
0
2
4
6
8
10
12
14
16 15
5

Theme 7: Digital technology increase profit
Yes No
0
2
4
6
8
10
12
14
16
14
6

Theme 8: Digital tools and techniques attract
large number of customers
0.8 1 1.2 1.4 1.6 1.8 2 2.2
0
0.5
1
1.5
2
2.5
16
4

Theme 9: Brooklands Hotel needed to work more
on their online services mode
Agree
Disagree
0 2 4 6 8 10 12 14 16
14
6

References
 Ali, M. and Raza, S. A., 2017. Service quality perception and customer
satisfaction in Islamic banks of Pakistan: the modified SERVQUAL
model. Total Quality Management & Business Excellence. 28(5-6).
pp.559-577.
 Amin, M., 2016. Internet banking service quality and its implication on
e-customer satisfaction and e-customer loyalty. International journal
of bank marketing. 34(3). pp.280-306.
 Ayo, C. K. and et. al, 2016. E-banking users’ behaviour: E-service
quality, attitude, and customer satisfaction. International Journal of
Bank Marketing. 34(3). pp.347-367.

Thank You