Effect of Electronic Banking System on Customer Satisfaction and Loyalty in UK Banking Sector

Research Methods (SOE11131) – OUTLINE RESEARCH TEMPLATE
Name: Matriculation number:
Programme:
Indicative project title:
To ascertain the effect of electronic banking system on customer satisfaction and loyalty
within UK banking sector: A study on Barclays Plc
Related Modules:
International Finance
Context and rationale
The rationale for conducting research is to analyse how customer satisfaction and loyalty is
affected within Barclays Plc using electronic banking system. Further, this is also considered
as a research issue because to enhance the business operations and customer engagement,
companies implement different e-banking systems (Khan, 2018). It is an issue now because
banks faces different issues pertaining to new system which includes fraud, privacy risk etc.
Therefore, through a means of thematic test technique, the present study could shed a light
on the level through which electronic banking system affects customer satisfaction.
On the other side, in this pandemic time, customers also preferred to use e-banking system
instead of going banks and that is why, the study helps banking sector to examine different
ways that assist to raise customer satisfaction pertaining to e-banking system. Also,
researcher have their own interest to research on the present study because it helps to enhance
their knowledge. Thus, research on this specific topic will help scholar to use in their future
so that business operations can be improved.
Aim and objectives: