Software and Technology Research Analysis for Bank of Ceylon

This report provides a comprehensive research analysis of the software landscape within the Bank of Ceylon, a prominent financial institution in Sri Lanka. The analysis delves into various software applications, including Customer Relationship Management (CRM) systems, mobile banking platforms, and internet banking solutions. It examines the impact of these technologies on customer satisfaction, employee job satisfaction, and overall operational efficiency. The report incorporates a literature review, drawing on various research papers to explore topics such as emotional labor among bank tellers, the influence of workplace recreation activities, and the determinants of internet banking adoption. The research also explores the role of financial technology and its influence on the bank's business model, moving from customer-oriented to stakeholder-oriented systems. The study investigates the factors affecting customer satisfaction in mobile banking services, including usefulness, ease of use, and perceived risk. The report concludes with a discussion of the findings, offering insights into how Bank of Ceylon can leverage technology to enhance its services and maintain a competitive edge in the financial sector.

Running head: RESEARCH ANALYSIS ON SOFTWARES IN BANK
RESEARCH ANALYSIS ON SOFTWARES IN BANK
Name of Student
Name of University
Author’s Note

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RESEARCH ANALYSIS ON SOFTWARES IN BANK
Table of Contents
INTRODUCTION..........................................................................................................2
Background:...............................................................................................................2
LITERATURE REVIEW...............................................................................................3
CONCLUSION..............................................................................................................7
REFERENCING:...........................................................................................................8

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RESEARCH ANALYSIS ON SOFTWARES IN BANK
INTRODUCTION
In this modern world the use of technology can be found in almost in every field. The
use of the technology in banking sector is not at all a new thing. The use of technology in the
banking sector renewed the operations of the banks. The introduction of the technology has
not limited the banking systems to mere financial transactions and official paper works. The
technological advancements also embraced the core banking facilities over the world. To run
their day to day activates the banking system depends on different types of softwares. These
softwares has increased the dependence on the computers in the financial sectors. Thus, it can
be safely state that the banking system will be impossible without the software engineers.
Computer Engineers basically deals with implementation of the softwares, designing
of softwares and even managing the information system of both software and hardware. It is
the software engineers who designs different types of softwares for the banks or any
institutions after considering the needs of the organizations. The software engineers develop
new software after considering the operations of the indigitations and the involvement of the
stakeholders of the company. The involvement of the softwares and its importance can also
be traced in the decision making process of the company. It can also be useful for sales and
advertisement department. Standing at the epitome of the technology the financial technology
is considered as one of the brilliant inventions among the software engineers. Financial
technology can be considered as the new technology that seeks to improve the automate
delivery of the financial service. The financial technology is created to entertain all the
stakeholders of any financial institutions. The financial technology assists the financial
institutions to manage their financial operations through technology.

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RESEARCH ANALYSIS ON SOFTWARES IN BANK
Background:
Bank of Ceylon is one of the largest banks of Sri Lanka. It is a state owned bank. The
head office of the bank is located in the capital city of the country known as Colombo, which
is also happened to be the political and commercial capital of Sri Lanka. The bank was
established in 1939. The bank has total 628 branches and 15 regional loan centres. The bank
also holds more than 680 ATMs around the country. The bank also holds some of the
branches in Male, Chennai and Seychelles. The bank also has a subsidiary in one of the
biggest trading centres of the world, London.
Bank of Ceylon is also one of the banks that accepted financial technology after
upgrading the signature account processing platforms and also Teller front and end system.
The introduction of the financial technology in the banking system of Bank of Ceylon is that
the change in the nature in the business. The business of the bank changed from customer
oriented towards the stakeholder system. The bank also speeds up the service to the customer,
after the introduction of the financial technology in the operations of the business.
LITERATURE REVIEW
Sir Nammuni, N has stated in its report that the introduction of the customer
relationship management software in its system has assists the bank to develop the
relationship between them and their customers. Customer Relationship Management (CRM)
can be stated as the strategy that are mainly implemented by the company, so that the
company can understand about the customer’s needs and behaviour. This assists the company
to develop and maintain stronger relationships with the customers. The customer
relationships are one of the integral parts of the business that has been improved by
considerable means after the introduction of Customer Relationship manager software in the
operations. This research paper mainly discusses about the technological aspect of the
Customer Relationship Management throughout. The researcher raised questions about the

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effects of the customer relationship management on the customer satisfaction level (Nimsith,
Mafaza and Safna 2017). In this research paper, the researcher explained about the
advantages of CRM model software, which is famous among the commercial banking
industry. The research also identifies the "Essential elements of a successful CRM solution"
that is relevant to the commercial banking industry. The researcher has conducted both
qualitative and quantitative investigation. The researcher has conducted semi-structured
interview for collecting data regarding the use of CRM model. To conduct this research, the
researcher considered eight licensed commercial bank in Sri Lanka. The entire eight chosen
bank are recognize as the Systematically Important Banks by the Central Bank of Ceylon,
and includes the Hongkong & Shanghai Banking Corporation (HSBC), Standard Chartered
Bank .am path Bank, Commercial Bank Hatton National Bank, Seylan Bank, People's Bank
and Bank of Ceylon. This research also displays the extent to which identified Essential
elements of a successful CR.V1 solution" are being used in these banks. The researcher also
conducted a survey where the respondents were the customers of the above mentioned banks.
This assists the researcher to get the information regarding the customer’s perception about
the CRM model and also opened the pathway for investigation about the customer
satisfaction that they received from their respective bank. As per the responses provided by
the respondents the researcher identified that there is a positive relationship between the
CRM model or software and the customer’s perception about the CRM software. It can also
be determined that there is a positive relationship between the level of customer’s percepetion
about the CRM software and customer satisfaction, Thus, in short customer relationship
management software do build a strong relationship between the organizations and the
institutions.
This study was developed on the basis of emotional labour and job satisfaction. This
research was developed by Kodikara, K.A.S.D. and De Alwis A.C. This study was conducted

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to research about the association between emotional labour and job satisfaction of tellers
working in banks in Sri Lanka. To conduct this research, researcher has analysed to identify
the behaviour of the bank tellers by surfacing acting and also deep acting. The researcher also
wants to research how it affects the job satisfaction of the company. The main moderating
factor for this research is the gender, which will determine the satisfaction factor of the
employees of the bank (Kodikara and De Alwis 2015). The researcher had considered the
employees of Bank of Ceylon as the population data for the researcher. The researcher has
considered sixty six as its sample size. The researcher has used convenience sampling
techniques that have been used to select sample and gathered data. The researcher has
conducted primary research by creating a questionnaire. To test the research hypothesis the
researcher conducted correlation and regression analysis. As per the finding of the researcher,
it can be stated that the job satisfaction is closely related with emotional labour. However, it
can be analysed that surface acting possess non relationship with job satisfaction instead deep
acting has the strong relationship with job satisfaction. The researcher also identified that
female employees has moderate relationship between job satisfaction and emotional labour.
After the analysis it can be determined that “Tellers” of Bank of Ceylon mostly uses surface
acting technique. It is advisable for the bank that they should conduct training to their
employees about deep training acting. The bank should change their selection process while
accepting candidates for front office. This will increase the number of candidates in the front
office department who can perform both surface acting and deep acting, so as to obtain
emotional labour. It is also advisable for the bank to use orientation program that convey
appropriate attitude and display rules to the new employees. This study identifies that, there is
significant relationship between emotional labour and job satisfaction and surface acting has
greater impact on job satisfaction than deep acting Bank of Ceylon tellers in Sri Lanka, which
is also true for other banks.

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As per Wejenayake D.T. and Ramanayaka N, the employees have considerable effect
on the on the work place recreational activities. The researcher has selected Bank of Ceylon.
The objective of the report was to identify the impact of workplace recreation activities on
the well-being of employees at the Bank of Ceylon (BOC), Sri Lanka (Kahandawa and
Wijayanayake 2014). In this research paper researcher has stated that the workplace
recreation activities is considered as one of the most popular tools for improving Human
Resource, as it assists the company to maintain the well being of the employees. As per Sri
Lankan context, the employer mainly spends less for workplace recreation programs and
thus, it affects the efficiency and performance of the employees. As per the researcher the gap
needs to be filled by investigating the effect of workplace recreation as well as physical
fitness programs, workplace entertainment program and mental health programs. In this
research paper researcher has adopted qualitative investigating data analysis approach for
measuring the relationship between the workplace recreation activities and employee well
being program. The researcher has conducted chi-square test with the collected data. The
sample size of 52 samples was taken. To develop the answer the researcher performed
snowball method. Workplace recreation activities and employee wellbeing questionnaires
were distributed to the sample size. As per the findings, physical fitness programs, mental
health programs and entertainment programs in workplace recreation activities and employee
wellbeing are associated significantly at 0.05 level of significances.
As stated by Carolina martinis in its research paper that the internet banking is one of
the integral parts of the banking sector in present time. Understanding the main determinants
of Internet banking adoption is one of the most important parts for banks and other users.
The understanding of the role of users’ perceived risk in Internet banking adoption is also
limited to certain extent. In response, the researcher had developed a conceptual model that
combines unified theory of acceptance and use of technology (UTAUT) with risk to explain

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behaviour intention and usage behaviour of Internet banking. To test the conceptual model,
we collected data from Portugal (Guo and Liang 2016). In total 249 cases have been
considered while conducting the research. As per the findings of this research it can be
determined that there are certain relationships of UTAUT, such as performance expectancy,
effort expectancy, and social influence, and also the role of risk as a stronger predictor of
intention. To explain usage behaviour of Internet banking the most important factor is
behavioural intention to use Internet banking.
Kumari Kahandawa has stated in her report that Sri Lankan State Commercial Bank
are facing considerable amount of affect due to the introduction of the mobile banking.
Mobile phones have created a platform to expand commercial transactions in a very easy
manner and have created a wide array of business opportunities through the expansion of
wireless communication. These developments facilitate business transactions, trading, and
purchasing of goods and services without much effort. Hence, it is clear that mobile banking
would be an attractive way of providing banking services and it also could contribute to the
development of the nation through promotion of better financial services. However,
determining the characteristics of mobile banking services and how banks could achieve a
proper relationship with customers through mobile banking is vital for development of
mobile banking. Therefore, this research focuses primarily on identifying the factors that
affect customer satisfaction in mobile banking services. The main variable considered in the
study consists of usefulness, ease of use, relative advantages, perception of risk and user’s
life style and current needs (Kahandawa and Wijayanayake 2014). The research methodology
mainly focused on gathering primary data using a questionnaire. Hypothesis developed based
on the variables that affect the consumer acceptance of mobile banking services and its
relationship to the customer satisfaction. The conclusions of the study revealed that mobile

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banking services customer satisfaction is influenced by usefulness, ease of use, relative
advantage, perception on risk and user lifestyle and current needs of customers.
CONCLUSION
As per above discussion it can be concluded that the importance of the technology in
the financial sector is immense. The introduction of the new technology also brought new
problems like security problems and lots of legal problems that affects the total business. The
rise of the security breach led to the starting of money fraudulency through hacking. The
software engineers are in a pursuit to stop such fraudulency by creating hi-fi security systems.

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REFERENCING:
Dilrukshi, P.R.K. and Dhammika, K.A.S., 2015. Impact of Psychological Contract on
Employee Retention in Bank of Ceylon.
Gunawardana, H.M.R.S.S., Kulathunga, D. and Perera, W.L.M., 2015. Impact of Self Service
Technology Quality on Customer Satisfaction; A Case of Retail Banks in Western Province
in Sri Lanka.
Guo, Y. and Liang, C., 2016. Blockchain application and outlook in the banking
industry. Financial Innovation, 2(1), p.24.
Kahandawa, K. and Wijayanayake, J., 2014. Impact of mobile banking services on customer
satisfaction: A study on Sri Lankan state commercial bank. International Journal of
Computer and Information Technology, 3(3), pp.2279-0764.
Karim, R. and Chowdhury, A.T., 2014. Customer satisfaction on service quality in private
commercial banking sector in Bangladesh. British Journal of Marketing Studies, 2(2), pp.1-
11.
Kodikara, K.A.S.D. and De Alwis, A.C., 2015. Emotional Labor and Job Satisfaction: Case
Study on Bank Tellers in Sri Lanka (With Special Reference to Bank of Ceylon).
Martins, C., Oliveira, T. and Popovič, A., 2014. Understanding the Internet banking adoption:
A unified theory of acceptance and use of technology and perceived risk
application. International Journal of Information Management, 34(1), pp.1-13.
Nimsith, S.I., Mafaza, M.H.F. and Safna, H.M.F., 2017. Effect of corporate social
responsibility on financial performance of banks in Sri Lanka.
Shantha, A., The Impact of Training on Employees Performance in Banking Sector: With
Special Reference to Bank of Ceylon in Sri Lanka.

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Shiraj, M., Shameem, A.L.M.A. and Nawaz, S., 2014, January. Comparative study on
customer satisfaction of islamic and conventional banking in Sri Lanka. In First International
Symposium.
Wijenayake, D.T. and Ramanayaka, N., 2015. Effect of Workplace Recreation Activities on
Employees’ wellbeing at Bank of Ceylon (BOC), Sri Lanka.