Impact of digital banking on customer satisfaction in commercial banks: a case of Rokel Commercial Bank

Research
proposal
8 / 1 7 / 2 0 1 9

Research proposal 1
Contents
Title............................................................................................................................................2
Introduction................................................................................................................................2
Research Background.................................................................................................................2
Company background............................................................................................................5
Industry background...................................................................................................................5
Research aim and objectives..................................................................................................6
Research questions.................................................................................................................6
Research rational....................................................................................................................7
Research methodology...............................................................................................................7
Research Onion Framework...................................................................................................7
Research Philosophy..............................................................................................................8
Research Approach................................................................................................................9
Research design......................................................................................................................9
Research Strategy.................................................................................................................10
Data Collection Methods......................................................................................................11
Sampling Method.................................................................................................................11
Data Analysis Method..........................................................................................................12
Ethical Consideration...........................................................................................................12
Time schedule..........................................................................................................................13
Resources.................................................................................................................................13
Conclusion................................................................................................................................15
References................................................................................................................................16
Figure 1: Research Onion Framework 8

Research proposal 2
Table 1: Research plan for completing the project 13
Title
Impact of digital banking on customer satisfaction in commercial banks: a case of Rokel
Commercial Bank.
Introduction
The purpose of paper is to conduct the research proposal that assists in evaluating the
influence of digital banking on the client satisfaction related to Rokel commercial bank,
Sierra Leone. The impact of the digital banking on client satisfaction can be positive as well
as can be negative. Considering the same, the research proposal will involve the
recommendations to the Rokel commercial bank with the motive to recover their operations
in order to meet level of satisfaction to customers. The proposal of the research further
includes background of research rational for research with the justification. In addition to
this, the researcher will make use of the different methods in order to collect the information
due to which methodology is considered in proposal. The effective use of the research
methodology helps the company to determine the diverse techniques which are needed to
accomplish the task of research in the effective manner. In the end of the proposal the
timeline as well as resources are mentioned.
Research Background
The increasing progress as well as the development is the knowledgeable in information and
communication technology because it has carried many changes related to all the facts of the
life. The traditional banking practice has been replaced with the online banking which is
considered as benefit for the companies who are performing the operations in the market. The

Research proposal 3
online banking is one of the technologies that are used by the fastest rising exercise in terms
of banking (Alwan and Al-Zubi, 2016). The digital banking is not only provided by the
private banks in the market but commercial banks are also offering the services through the
digital banking because they are considering the requirements of the customers that are
changing in Sierra Leone market.
Digital banking system has allowed clients to access information with the help of the digital
system. In the research, this has been found that e-banking services first appeared in initial
1990s that credit card, ATM and telephone and many others (Ariff, Yun, Zakuan and Ismail,
2013). The digital banking allows the customer to conduct the activities like enquiry, e-
payments as well as e-transfer. The digital banking system leads to benefits as it adds value to
the satisfaction of the customers in relation to the better as well as improved service
offerings. It allows the banks to gain more competitive advantage in market over the diverse
range of other companies dealing in the same the industry. The developments also leads to
the opportunity of high associated risks that are witnessed in study as this risk can hinder the
achievement of e-banking services that constitute major concern for both customers as well
as the financial institutions (Kheng, Mahamad, and Ramayah, 2010).
The use of digital banking by customers has brought numerous benefits as it has reduced the
cost of the customers and service provider. The banks operate the business nationwide with
brick and mortar bank which means that fees are paying for the cost of personnel within the
different nation, handling and advertisement. The cost of commercial banks has been
declined because of emergence of digital banking because customers conduct the online
operations that help them to easy process and transaction.
The customers can connect to the services without any geographical barriers which lead to
the high performance in the banking business with assistance of digital banking through