Exploring Consumer Awareness and Usage of E-Banking Transactions

This research project delves into consumer awareness and usage of e-banking transactions through mobile phones, with a specific focus on Barclays Bank. The project begins with a table of contents and an introduction that outlines the research aims, objectives, and research questions. It explores the importance of e-banking for customer satisfaction, evaluates consumer awareness of e-banking, identifies reasons for preferring e-banking, and investigates customer opinions on e-banking problems. A comprehensive literature review is presented, examining existing research on e-banking, customer satisfaction, and the challenges faced by consumers. The methodology chapter details the research philosophy, design, approach, data collection methods (primary and secondary), sampling techniques, data analysis, and ethical considerations. The project's structure is clearly defined, and the subsequent chapters include a detailed literature review, the research methodology, data analysis and findings, and conclusions with recommendations. The project aims to provide insights into consumer behavior, improve e-banking services, and enhance customer satisfaction within the context of Barclays Bank's mobile banking offerings. The research utilizes both qualitative and quantitative methods to analyze the data collected.

RESEARCH PROJECT

TABLE OF CONTENTS
CHAPTER 1 ...................................................................................................................................3
1.1 Formulation and recording of outline of research project................................................3
1.2 Research aims and objectives...........................................................................................3
1.3 Literature review of references.........................................................................................4
1.4 Research methodology ....................................................................................................4
1.5 Structure of the project.....................................................................................................5
CHAPTER 2....................................................................................................................................6
2.1 Introduction......................................................................................................................6
2.2 Literature review..............................................................................................................7
CHAPTER 3 ...................................................................................................................................9
3.1 Methodology, methods and techniques............................................................................9
Sampling...............................................................................................................................11
3.3 Data Collection...............................................................................................................11
3.4 Ethical Consideration.....................................................................................................11
CHAPTER 4..................................................................................................................................12
4.1 Data Collection...............................................................................................................12
4.2 Data Analysis and discussion.........................................................................................12
CHAPTER 5..................................................................................................................................23
5.1 Conclusions....................................................................................................................23
5.2 Recommendation............................................................................................................24
5.3 Areas for further study....................................................................................................25
REFERENCES..............................................................................................................................26
2

CHAPTER 1
TOPIC: Consumer awareness and usage of E banking transaction through mobile phone.
1.1 Formulation and recording of outline of research project.
The era of banking sector is continuously changing at increasing rate and technology is
considered as key drivers for upbringing of these changes. Wide usage systems based on the
internet and technologies and specially those important systems which have a specific relevance
to internet, are leading rapidly to fundamental changes in how the organizations in banking
sector will interact with their customers (de Reuver and et.al., 2015). Rise technological up
gradation has improved the Electronic banking services of various commercial banks in UK. As
compared to the older days the people in present have more qualifications and their lives have
become machine oriented and they don't have the enough time to visit the bank. Further, present
research project is being done to analyse the problem which are faced by the customers of
Barclays in E banking services by using the valid research practices and methodologies in order
to collect the relevant data and information from both the primary and secondary methods of data
collection (Kaura, Durga Prasad and Sharma, 2015). E banking refers to the ways providing the
banking products and services through electronic delivery of channels like ATM, internet
banking, telephone banking and other application which are developed by the leading bank
Barclays. Mobile banking is considered as application that is considered as wire less network of
communication and devices to the execution of transaction with the monetary value which can be
direct or indirect.
1.2 Research aims and objectives
Aim: To explore the awareness of usage of E banking transaction through mobile phone among
the customers- a study of Barclays bank.
Objectives:
 To understand the importance of the usage of E banking transaction for customers
satisfaction
 To evaluate the awareness of E banking transaction between the customers of Barclay's.
 To identify the reasons for preferring E-banking by clients.
 To identify the opinion of the respondents regarding the various problems of E-banking
 To recommend different ways to improve awareness about E-banking services among the
customers.
3

Research questions
 What are the importance of the usage of E banking transaction for customers satisfaction?
 How to evaluate the awareness of E banking transaction between the customers of
Barclay's?
 What are the reasons for preferring E-banking by clients?
 What are the opinion of the respondents regarding the various problems of E-banking?
 What are ways to improve awareness about E-banking services among the customers?
1.3 Literature review of references.
E-banking has been analysed as the advanced upgrading the form the previous system of
electronic delivery to enhance and establish various business opportunities for the banking
industry and firms like Barclays. As per the view Alalwan and Williams, M.D., 2015, mobile
banking has been used for performing the major balances between the cheques, account
transactions, payments, credits applications and other banking transactions through a devices like
Mobile phones. Also, stated that the mobile banking systems is smooth and easiest ways for
Barclays for marketing and promotion of their banking products and services. Various important
facilities like bill payment facilities, E recharges, opening new saving bank account, transfer of
funds and making RTGS transactions are services which are provided by the Barclays to save the
time of customers for Visiting the bank and also considered as beneficial for the banks to
increase the customers and profits. On contrary to this Martins, Oliveira and Popovič, (2014),
various important reason are there due to which E banking is considered as complex task for
customers of Barclays.
1.4 Research methodology
There are various methods will be used by the scholar in order to extensive on the topic like:
 Research philosophy: It is based on the values and belief of the research scholar and
useful to carry out the research in effective manner. It involves two methods like
Interpretivism and positivism. In present report, Interpretivism philosophy will be used
by scholar to conduct research.
 Research design: Also analysed as blue print of study that supports the research scholar
for developing a base to complete the whole research. In present report, descriptive
research design method have been used to analyse the characteristics of 50 customers
which will covered in the study.
4

 Research Approach: The approach assist the scholar in determining the effectiveness of
research process. In this research process the scholar will make use of deductive research
approach to complete study.
 Data collection: Methods which are used by the scholar in order to collect the
information on topic to conduct the research effectively (Sikdar, Kumar and Makkad,
2015). Both primary and secondary methods of data collection have been used by the
scholar in this project.
 Sampling: It is process in which few people are being selected from the entire targeted
population for collection of primary and information related to problems faced by them in
E banking transactions of Barclays. Simple random sampling method will be used by
Scholar in which the questions which are framed in questionnaire will be asked from
Sample size of 50 customers of Barclays.
 Data analysis: Once Scholar will collect information, it will analyse the relevant data for
making an interpretation of results and will develop theme which reflect the outcome
(Montazemi and Qahri-Saremi, 2015). It contains two methods like qualitative and
quantitative. Scholar in this report will use the quantitative method for analysing the
outcome of its research.
 Ethical considerations: Scholar in this research will also make sure that all the data
needs to be collected ethically and methods should be applied properly to get valid and
reliable outcomes.
1.5 Structure of the project.
While conducting a research report, it is essential for scholar to follow the sequential pattern by
adhering to the well explained and suitable structure. Report of this structure is distributed in
series of following chapter which are mentioned above:
Chapter:1 Introduction- An effective background and concept of topic and study will provide
by this chapter and overview of aims as well as objectives which are developed will explain in
this topic. Various research problems and methods which will used are also mentioned in the
report.
Chapter: 2 Literature review: In this, a detail introduction about the consumer awareness
towards the use of mobile services provided by Barclays will be discussed along with the
problems. Critical review of various research reports and scholar will be taken to complete
5

analyse there concepts. This will be accomplished by undertaking an assessment of different
areas research study.
Chapter 3 Research methodology: This chapter includes various methods and philosophies
which will used by scholar to undertake the research ahead in effective direction. Various
appropriate method have selected to gather data and information as well design of project.
Chapter 4 Data analysis and findings: Further, analysis of relevant data and information will be
accomplish in this chapter to interpret the results;
Charpter5 Conclusion and recommendations: Complete understanding from the successful
completion of research will be stated by scholar and valid recommendation will provide by
making justifications as base.
CHAPTER 2
2.1 Introduction
After completion of above given section of introduction, another phase of research
proposal will the literature review which is considered as most critical part of the research.
Views of various scholar in relation to the particular topic of exploring the awareness of usage of
E banking transaction through mobile phone among the customers will be presented under this
section. Further, the information in this section will be mainly collected from the secondary
sources which refers to the study which is already been done by other and published in books,
articles and literature. Moreover, with the support of literature review, the gaps in research which
completed earlier by the scholars will be analysed. Other than this, the section critically evaluates
the opinion different research scholars briefly. It will use by the scholar to construct a strong
theoretical base on the subject of study. In present analysis, part of literature review will include
the overview of employees in medical transcription companies. Further, it will consist of
overview of customers satisfaction and awareness in banking sector company. Later, it will also
highlight various problems which are faced by customers in using the E banking services of
Barclays. It also covered the importance of the usage of E banking transaction for customers
satisfaction. Lastly it includes the ways to improve awareness about E-banking services among
the customers for increasing the productivity and functions of banking sector companies in UK
like Barclays.
2.2 Literature review
To understand the importance of the usage of E banking transaction for customers satisfaction
6

As per the review of Hanafizadeh and et.al., (2014), E banking services has become a key
tool for the banking sector firms for providing satisfaction to there customers and influencing
them to purchase the banking products and services to its consumers. Scholar from the study has
analysed that there are different ways have produced by banks which is an English Bank to
increasing the sales of its products like Retail banking, commercial banking, investment banking
and wealth management. Introduction of Mobile banking applications and E portal on Banks has
provided the easiest ways to the people in UK, to get assistance and services without wasting the
time on visiting the bank. Lu and et.al, (2015) also provided support through his literature which
stated that E electronic and mobile Banking in present age are considered as a source of income
and growth of people as it has provided various opportunities to the customers of banks to make
their investments easily in their preferred and profitable schemes which are launched by the
bank. Further, Critical review of literature also states that there is major importance of E banking
and mobile banking facilities for banks to provide monetary and non monetary supports to their
customers by making there transaction easily through use of applications which are developed by
them. As per the analysis, 75% of total population in UK has completed knowledge about the use
of Electronic and mobile banking services.
To evaluate the awareness of E banking transaction between the customers of Barclay's.
According to Shaikh and Karjaluoto, (2015), data which are published by the banks in
their report have stated that, there are providing the latest technological services to their
customers as compared to other banking firms in UK and majority part of their overall existing
customers are using there E banking services for the purchase of their products and services.
They have also stated that sales of banking products and services have been increased after
development of Mobile banking applications. Journal of Thakur and Srivastava, (2014), also
provided favourable answer and understand that the awareness of E banking has been increased
continuously between the customers of banks, with the continuous development of technology
and increase in number of E banking facilities has provided major support to banks in satisfying
the needs of their customers. Further, banks have also used various communication channels like
direct mailings, SMS and digital media networking to spread of various easiest mobile banking
service among the customer. They have also provided online verification services through they
which people can easily verify there documents digitally for funds transfer and using the
commercial as well as retail banking services. It has made it easier for various companies and
7

outlets in country to accept the digital payments from their customers through introduction of
new commercial payment application for mobile phone.
To identify the reasons for preferring E-banking by clients.
On contrary to this, Critics of literature of Mohammadi, (2015) has also provided an
understanding that Electronic and Mobile banking are also considered as critical task for
customers of banks and creates various problems for them in making transactions digitally.
Mohammadi, (2015), have argued that mode of digital payments which is introduced by banks is
not considered easy for its and have various disadvantage for them. The process mobile banking
is also time consuming for those who don't have an idea and knowledge about the process to be
make registration on Mobile applications to get the services. Some times it will not be easily
assessable to customers and creates difficulties in making payment. Literature of Hanafizadeh,
Keating and Khedmatgozar, (2014) also supported these arguments and stated that many
problems like Transaction time out, difficult process of making payment and requires a lot of
payments verification procedure and the customers have faced difficulties in verification of their
documents digitally. Sometimes the funds which is transferred by the customers will take too
much time in processing and also causes failure due to unexpected error. Other than this, Mobile
also creates problems for the people by wrongly transferring there funds or confidential
information to other people in country which are not present in particular country. Further,
introduction of mobile banking services by banks in considered as beneficial but it has provided
major opportunities to some fraudulent people who will always try to hack the confidential
information of its customers. These applications have made critical situation and created a
problem of lack of secrecy in fund transfer. As per the report of Government, there are many
people in UK who have become a subject of fraud and suffered a huge amount of loss by using
this mobile applications.
Other than this, there are also some other reasons due to which the E banking service
have been considered as important for organization and individuals in UK. Banking sector
industry has achieved major growth after introduction of mobile banking service as it has made
easier for them to increase there customers base and provided information to their customers
about new launched financial and wealth management services as said by Upadhyay and
Jahanyan, (2016). By using the mobile application of banks, its customers can also get
information various interest rates which are charged by bank on Loans and deposits. It has also
8

increased in the number of savings account in banks along with an increase in investment of
people from other countries in various profitable schemes which are offered by Bank for people
of other country. Further, introduction of these E services have reduced the implications and
have also encouraged the trade of UK nations will other countries. Digital money transfer have
also reduced the efforts of bank's customers and also enable the companies to accept digital
payments. Various important software have been developed by banks to remove the problems
which faced by their customers in using the digital payments and purchasing of products and
services. By using the latest technology services and adopting the digital communication
network banking sector firms like Barclays have become able to provide financial support and 24
hours banking services to its customers without any risk in deposit and withdrawal of payments.
Further, they have also introduced some important service for investors of share market like
accessibility of de- mat account on mobile and loan registration for getting loan facilities on
purchase of share and securities in market.
Thus, it can be said the review of these important literature may vary with each other because it
reflects the review of study which is made by different scholars but it ultimately provides an
understanding that awareness of electronic and mobile banking has been increasing continuous
among the customers.
CHAPTER 3
3.1 Methodology, methods and techniques
Research methodology comprises various research factors which assist the scholar in
determining effective pattern of conducting successful research. It offers different type of tools
according to research process which is chosen by scholar (Methodologies, 2017). Further, it
provides appropriate techniques of collecting adequate information and further help in analysing
it easily by enabling its easiest approach according to the tool which is used to collected data.
Further, the methodology ensures and assist researcher in conducting ethical research process
which aims at protecting the human emotions, values ad beliefs (Hogg, 2010). This chapter in
research project assist in determining a step wise process which is being followed by scholar
like, research, technique, approach, limitation sampling, ethical consideration etc. The scholar
selects the research methods and approaches according to the pattern of collecting information
because synchronising the efforts of information and data with the research technique plays a
major role in making the study effective and efficient.
9

Research Philosophy: Research philosophy assist the scholar in developing understanding over
the research aim and topic which in entire research project. Further, there are two types of
Research philosophies that interpretivism and positivism. Both the philosophy helps in analysing
issues and deriving appropriate solutions. The interpretivism involves qualitative approach of
study and its is unstructured format of conducting process which comprise, interview, door to
questioning, focused group and observation. IT bis the easiest way of analysing collected data.
Further, it helps scholar in drawing accurate conclusion Apparently the positivism approach of
research provides structured plan for conducting research process and in this the scholar derives
solution and answers from already available data. It is based on the already available facts and
figures. Thus, to make research reliable in this research project the author will make use of
interpretivism philosophy.
Research Design: It is most crucial aspect of study and its process as it is the blue print of
collected information. This provides various aspects of research design according to the research
approach and philosophy used for developing understanding like it comprise, exploratory. Cross
sectional, descriptive, analytical design (Kumar, 2014). Further, in this the analytical design
assist the individual in analysing every aspect to collect information and every possible tangent
to analyse the collected data where the descriptive design of research methodology assist the
scholar in analysing collected information very deeply keeping in mind all the aspect of the
topic. Apparently the exploratory design is focused on analysing the information to the deepest
insight which is sometimes time consuming and difficult to analyse. Hence, in this research
project the scholar will make use of Descriptive design as in it is the easiest and less time
consuming process.
Research Approach: The approach assist the scholar in determining the effectiveness of
research process. It has the tools which determine the knowledge of collected information. In
this the researcher collects and analyse the information by implementing the use of various
theories and principles which demonstrate the specificness of collected information. Further the
technique has tools that inductive and deductive (Sobh and Perry, 2016). The inductive approach
assist the researcher in developing theories and principles on the basis of already available facts
and figures whereas the deductive approach is based on texting the existing facts and figures. In
this the scholar formulates a relationship between hypothesis and research topic. In this the
solution are hypothetical but assist in generating effective and accurate results. Thus, in this
10

research process the scholar will make use of deductive research approach as in this the
researcher has analysed the information and drawn hypothetical and accurate result on awareness
about e banking among the potential consumers of Barclays.
Sampling
Sampling plays a vital role in research process as in this scholar determine and targets
respondents among the large group of population. Therefore, it is the determination of
respondents among various number of people who can be considered under research process. In
sampling the researcher analyses the potential respondents who will assist the scholar in
collecting adequate and reliable information (Rubin and Babbie, 2016). There are several types
of sampling like, systematic, cluster, multistage and random. In this research the scholar used
random sampling in which it chooses 50 potential consumers of Barclays.
3.3 Data Collection
The research conducts primary data collection method to collect fresh and accurate data
which can be easily analysed and is less time consuming whereas there is secondary data
collection in which the research analyse already available facts and figures to draw appropriate
conclusion. This process is time consuming and sometimes not accurate because it is based on
past study and analysis. In this research project the researcher has used primary data collection
process in which the individual has prepared a questionnaire with 10 questions for 50
respondents which are the potential consumers of Barclay bank. Thus, the scholar has made use
of this process because according to the person it is the most reliable and accurate way of
collecting information.
3.4 Ethical Consideration
It is determining the right and wrong of the situation when conducting research process.
It is the duty of scholar to ensure that when conducting research the moral values and beliefs of
person do not get harmed (Ormerod and Ulrich, 2013). Thus, in this the ultimate motive of
researcher is to collect appropriate information by farming question in manner which protect the
rights and emotions of respondents.
CHAPTER 4
4.1 Data Collection
In data collection process researcher has two options of collection appropriate
information but here in this report to make analysis process easier the researcher made use of
11

primary data collection process in which the manager of Barclays prepared a questionnaire
keeping in mind the aim of the researcher the to explore the awareness of E banking among
customers. The primary data collection process assist the scholar in determining appropriate and
accurate information regarding as per the research objectives. In this the researcher prepared a
questionnaire which comprise 10 questions which are being mailed to 50 potential consumers to
Barclays Bank in order to evaluate the awareness among clients about the E banking process.
Apart from this the secondary data collection process is the technique which assist the scholar in
collecting facts about the research topic and the information which is analysed through
secondary sources such, articles, books, journals, newspapers etc., is based on past study and is
not much reliable if compared to primary collected data. However, the primary collected
information is accurate and can be easily analysed.
4.2 Data Analysis and discussion
QUESTIONNAIRE
Name:
Age:
Gender:
1. What according to you is E- banking?
 Mobile banking
 Internet banking
 Online banking
2. Is according to you E- banking is beneficial for Barclay Bank?
 Yes
 No
 May be
3. What according to you are the benefits of E- banking?
 Time saving
 24*7 service
 Easy mode of payment
 Competitive advantage
4. Do you believe that there is relationship between e banking and customer relationship?
 Yes
12