Impact of Online Banking on Consumer Behavior

This research project proposal aims to identify the impact of online banking on consumers' banking behavior. It provides an overview of the background to the research topic, the organization (Barclays bank), research rationale, aim and objectives, research questions, timescales, literature review, research methodologies, resources, and ethical considerations. The project focuses on understanding the concept of online banking, the difference between online and offline banking facilities, and the positive and negative impact of online banking on consumer behavior. Recommendations will be provided to mitigate the negative impact.

Research project proposal.

Table of Contents
Background to research topic.................................................................................................3
Overview of organization.......................................................................................................3
Research rationale..................................................................................................................3
Aim and objective...................................................................................................................3
Research questions.................................................................................................................3
Timescales..............................................................................................................................4
Literature review....................................................................................................................5
Research methodologies.........................................................................................................6
Resources................................................................................................................................8
Ethical consideration..............................................................................................................9
REFERENCES..............................................................................................................................10

Topic: To identify the impact of online banking on consumers banking behaviour.
Background to research topic
The technology is more advanced nowadays which is help to reduce human efforts form
the businesses. Online banking is an electronic payment's system which is enables customers of a
bank or the others financial institutions to conduct a range of financial transactions through the
financial websites.
Overview of organization
The Barclays is the British multinational bank and financial service company in the
London. This company is organized into four core personal banking, corporate banking, wealth
management and investment management.
Research rationale
The reason behind choosing online banking as an issue in the banking sector is that it is a
current topic going on in the environment. This is because of the reason that online banking is
becoming very popular in business as it refers to as using of different technologies which guides
and controls the working of the business. Another reason for choosing the topic is the personal
interest of the researcher. The scholar personally wanted to know about the identification of
impact of online banking on consumers banking behaviour.
Aim and objective
Aim:
To identify the impact of online banking on consumers banking behaviour. A case study
is based on “Barclays bank”.
Objectives :
 To understand the concept of online banking.
 To identify the difference between online and offline banking facilities.
 To investigate the negative and positive impact of the online banking on consumer.
 To recommend ways to eradicate negative impact of online banking.
Research questions
 What is the concept of online banking?
 What are the difference between online and offline banking facilities?
 What factors are affect to online banking on consumer behaviour?

 What you are recommended for removing negative impact of online backing on
consumer behaviour?
Timescales
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Research
topic is
selected
Concludes
Literature
Review
Tools used
to conduct
research
Methodolog
y
Factors are
identified
After
factors are
determined,
Questionnai
re is

prepared.
Collects
facts and
data of that
topic.
Analysed
them by
using
thematic
method.
Rechecked
the data and
information
before
submitting.
Submit the
final report.
Literature review
Theme: 1 Concept of online banking.
As per the view of Khan, Rahman and Fatma (2016), online banking is refers to banking
services where depositors can manage various aspects of their accounts over the use of internet,
rather than visiting a branch. This is typically comprised of a secure connection to banking
information by the depositors home computer and another devices. This creates more
effectiveness for the banking industry in order to manage proper work. On the other side Aithal
(2016) stated that, online banking allows a user to conduct financial transaction via the internet
customers almost every service are highly traditionally available through a local branch which is
includes money transfers and online bill payments. With the help of online banking customers

are required to visit a bank branch as per the traditional banking and wait for their side by
creating more effectiveness for the project work.
Theme: 2 Difference between online and offline banking facilities.
As per the view Zhou, Geng Abhishek and Li (2017) of offline and traditional banking is
existed physically for serving the customers. It customers have lots of time as customers have to
visit banks to carry out the bank transaction like checking bank balance, transfers money form
one account from another account. This creates accessibility which people have to visit banks
only during the working hours. As the traditional banking does not encounter the security threats.
The customers who travel abroad can not control their finance and not able to pay attention. On
the other side Hamzah, Othman and Alwi (2015), reflect that the online banking do not have
physical presence as per the services are provided online. It does not consume more time as
customers do not have to visit banks to check their bank balance or to transfers money from one
account to another. The customers able to access their account readily from the anywhere with a
computer and internet. The accessibility of online banking is at any time and its provides 24
hours access and in this customer are face more problem like which is accessing accounts
through the internet.
Theme: 3 Negative and positive impact of the online banking on consumer behaviour.
Online banking is gives negative and positive impact on consumer behaviour which are
briefly understand by different authors. As per the view of Paul, Mittal and Srivastav (2016), an
online account is simple to open and easy to operates. It is more convenient because you can
easily pay their bills and transfers funds between accounts from anywhere in the world. This is
more effective and valuable for customers to taking stand in a queue to pay off their bills. This
creates more effectiveness for customers in order to attract more effectiveness of work. On the
other side Thakur and Srivastava (2015), this also creates negative impact in order to understand
the usage of internet banking which is successful but it is very difficult to understand by each
and every people in the marketplace. This can not have any access to online banking and its
connection without the availability of internet access may not be useful. This creates security
which is the big issue because of their account information can be hacked by the unauthorized
people.

Research methodologies
Data collection : In this research we will use primary research and secondary research to
analyse effectiveness of online banking. In this research the researcher will have the use of
Primary research which will provide collection of data from different sources like questionnaires
in which customers of bank need to answer the effectiveness of online banking and how its is
better from offline banking (Quinlan and et.al., 2019). Questions are asked to customers about
positive impact of online banking in their working and if any negative impact is found then what
they recommend to solve those impact. On the other hand the researcher ill also take the
consideration of secondary research to gather data from someone else's report about effectiveness
of online banking. Secondary data is gathered from analysis of someone else's primary data.
Customers reviews on someone else's website are used to prepare a report. Already tried data of
customers are used in this research.
Qualitative research : Research is done to know the effectiveness of Online banking on
their day to day life. Their experience from using online banking research is done by analysing
individual and their culture effectiveness on using online banking. In this research customers are
free to answer each and every question.
Data collection method : In this method we are using structured interviews to analyse
customer. And in structured interviews researcher is using surveys to analyse customers
effectiveness. Survey is done on the customers of bank with the help of questionnaires
(Silverman, 2016). Survey is done to know the impact of online banking on lives of their
customers and effectiveness of facilities to satisfy customers. Surveys are done to know the view
point of customers. Survey help bank to know ability of their product to satisfy wants and desires
of their customers.
Sampling methodology : In this research the researcher will use non probability
purposive sampling to collect data. In which we done an analysis on random people to know
their views over use of online banking. Sample is collected to analyse the impact of services of
bank over customers and they are able to cope up with online banking (Kumar, 2019). In this try
to find most useful information that helps to develop effectiveness of online banking. Research is
done to know the opinion and experience of customers of bank.
Data analysis : Research is going to use Thematic analysis for analysing data. Analysis
done to collect data about customers views and opinions on online banking with help qualitative

data and customers surveys (Litosseliti, ed., 2018). To gather knowledge from customers about
effectiveness of online banking over use of offline banking and their recommendations to
improve facilities.
Presentations of your findings :Use of chart and graphs are done to present a report to
know the effectiveness of online banking and how its is better than offline banking (Quinlan and
et.al., 2019). Chart also consist the opinions and reviews of customers over offline banking.
Ethical consideration: Research is prepared on fair and true data from customer surveys.
Data is not copied from someone else's report. Report is prepared carefully and with proper
analysis of customers. Study is conduct to know the effectiveness of online banking to customer.
Resources
The various resources that will be required in completion of this project involve:
Cost: The cost is an important part and in order to conduct the present research in an
effective manner, the researcher will require £1500 and the cost that will be borne by the bank in
order to conduct adequate research and development sector activities will be £5000 (Milanovic,
2016).
Particulars Amount
Investment £1800
Research and Development £400
Training Resources and
equipment’s
£500
Implementation of project £1300
Employees training £1000
Total £5000
Time: The time required in the collection, analysis and interpretation of data including
the formulation of charts and figures and accordingly as well as adequately interpret the results,
the approximate time of research that the researcher will take is estimated to be 3 months.
Further, after the research is conducted, the additional time that the company i.e. Barclay’s bank
will require is 6 to 7 months within which they will try to modify their current training
programmes.

Technological Resources: The various other technological resources that the researcher
will require are audio recording equipment for recording the answers, good internet connection,
appropriate software to monitor the progress of the researcher in a better manner and adequate
time as well as money so that the desired objectives of the research can be achieved effectively
(Voegtlin, Boehm and Bruch, 2015).
Ethical consideration
The ethical consideration is specified one most important parts of the research. This is
important for researcher to maintain ethical behaviour towards respondents and duration of
research. Researcher will have to protect information and privacy to respondents. Here is
research must ensure to get the consent forms which is signed by the respondent before asking
question with them. This will give positive impact on respondent mind in effective manner. Also,
the researcher will ensure about the data collection source by selecting authentic sources and not
from any unauthentic sources.

REFERENCES
Books and Journals
Aithal, P. S., 2016. Realization of Ideal Banking Concept using Ubiquitous Banking.
International Journal of Scientific Research and Modern Education (IJSRME) ISSN
(Online), pp.2455-5630.
Hamzah, Z. L., Othman, M. N. and Alwi, S. S., 2015. Corporate brand: Online. In Corporate
Branding (pp. 83-111). Routledge.
Khan, I., Rahman, Z. and Fatma, M., 2016. The role of customer brand engagement and brand
experience in online banking. International Journal of Bank Marketing. 34(7). pp.1025-
1041.
Kumar, R., 2019. Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.
Litosseliti, L. ed., 2018. Research methods in linguistics. Bloomsbury Publishing.
Milanovic, B., 2016. Global inequality: A new approach for the age of globalization. Harvard
University Press.
Paul, J., Mittal, A. and Srivastav, G., 2016. Impact of service quality on customer satisfaction in
private and public sector banks. International Journal of Bank Marketing. 34(5).
pp.606-622.
Silverman, D. ed., 2016. Qualitative research. Sage.
Thakur, R. and Srivastava, M., 2015. A study on the impact of consumer risk perception and
innovativeness on online shopping in India. International Journal of Retail &
Distribution Management. 43(2). pp.148-166.
uinlan, C. and et.al., 2019. Business research methods. South Western Cengage.
Voegtlin, C., Boehm, S.A. and Bruch, H., 2015. How to empower employees: using training to
enhance work units’ collective empowerment. International Journal of
Manpower .36(3). pp.354-373.
Zhou, M., Geng, D., Abhishek, V. and Li, B., 2017. When the bank comes to you: Branch
network and customer omni-channel banking behavior. Available at SSRN 3033988.