Lloyd Bank: Online Banking and Customer Satisfaction Research

This report examines the relationship between online banking and customer satisfaction, using Lloyd Bank as a case study. The research encompasses a literature review on online banking and customer satisfaction, along with an analysis of the benefits and challenges of online banking services. The study aims to determine how online banking affects customer satisfaction, employing both qualitative and quantitative research methodologies, including surveys and questionnaires. The findings will be presented, followed by recommendations for Lloyd Bank to enhance customer satisfaction and increase profitability through online banking. The report also includes a reflection on the research methods used and considers alternative methodologies. The primary objective is to provide a comprehensive understanding of the impact of online banking on customer satisfaction in the banking sector, offering valuable insights for financial institutions and researchers alike.

Research Project

Table of Contents
Topic: Online Banking and Customer satisfaction – A case study on Lloyd Bank ........................1
TASK 1............................................................................................................................................1
Literature Review.............................................................................................................................2
Literature on online banking and customer satisfaction of Lloyd bank.................................2
Primary study on online banking and customer satisfaction of define organisation..............3
Recommend how Lloyd could use online banking in order to increase profit or customer
satisfaction..............................................................................................................................3
Research Methodology....................................................................................................................4
Action Plan.......................................................................................................................................7
..........................................................................................................................................................7
TASK 2............................................................................................................................................8
P3 Conduct primary and secondary research by using appropriate tools and techniques......8
P4 Utilising appropriate analytical tool to determine findings and data..............................11
TASK 3..........................................................................................................................................16
P5 communicate the research outcomes in an......................................................................16
TASK 4..........................................................................................................................................17
P6 Reflection on the research method applied for project...................................................17
P7 Determine alternative research methodologies on the basis of project...........................19
REFERENCES..............................................................................................................................20

Topic: Online Banking and Customer satisfaction – A case study on Lloyd
Bank
TASK 1
Introduction
Customer satisfaction is identify as one of the main and essential part for the growth and
success of an enterprise within predetermined time period. It is the role of business manager to
provide better quality products or services to their customers at reasonable price. Thus, it will
help an organisation to accomplish long term goals and objectives easily (Ali and Raza, 2017).
With the help of better customer satisfaction, company is able to maximise their sales and
profitability ration. Therefore, it is also effective and efficient for the organisation to retain long
run sustainability at competitive marketplace.
Aim: “To examine how online banking affect customer satisfaction in banking medium – A case
study on Lloyd bank”
Objective: It is identify as a main and essential part for the researcher to identify main objective
of preparing this research. This part of the research is divided into two parts one is variables and
other one is independent variables (Amin, 2016). In this customer satisfaction is independent
variable because in which growth and success of online banking is depended. Certain objectives
which used to craft on Lloyd Bank case study are define and describe as follow:
 To review the literature on online banking and customer satisfaction of Lloyd Bank
 To conduct a primary study on online banking and customer satisfaction of define
organisation To recommend how Lloyd could use online banking in order to increase profit or
customer satisfaction
Research Questions: These are certain number of attribute which used to determine in terms of
questions so that a better and define direction could get evaluated in terms of defining effective
and beneficial outcome.
 How does the online banking and customer satisfaction enhance user motive?
 What will be the method of primary section going to utilise for online banking and
customer satisfaction?
1

 What are the major recommendation for Lloyd banking in order to increase profit or
customer satisfaction?
Literature Review
Literature on online banking and customer satisfaction of Lloyd bank
According to Alalwan, Dwivedi and Rana (2017), online banking is also called as
internet banking which is provide electronic commerce method which enable their customers of
banks and various other financial organisation that can help in conducting the scope of financial
dealings with the assistance of business organisation websites. Along with this, online banking
allow their customers for conducting various financial dealings to secure their sites which help in
increasing customer satisfaction among Lloyd bank. With the help of online banking, the
customers are access internet for paying bills, order some food products and booking move
tickets in easy manner. They will set the password and customers are verify this in better manner.
Online banking is more essential and significant for the bank to maximise satisfaction
level of customers and maximise sales of an organisation. Online baking also support an
enterprise to to complete their transaction easily and within predetermined time period. One of
the frequently cited benefits of online banking is its relative convenience. It is also beneficial for
the company in different manner such as:, Borrowers can access their balances, transfer assets
and set up every month payments from their computers without always having to leave their
place. In addition, the majority of online banks provide mobile applications for their smartphone,
although these are also provided by many retail banks as well. Online baking also help a
customer to easily pay and receive money as well as retain strong relation with the bank. Along
with this certificate for online baking does not similar with the telephone and mobile banking.
This will also enhancing their customers satisfaction level and create loyalty among people
(Alalwan and et. al., 2016). There are various services and facilities which are provided by banks
that will reducing the burden of customers for going outside and take any type of risk. Along
with this, cited bank provide different facilities of their customers which help in satisfy them
with effectiveness in their services. In current time period, the competitive environment help in
making effective relationship with their customers regarding banking corporation success and
growth. Banking is that procedure which is basically customer oriented services and their main
motive is to satisfy their clients in proper manner. The Lloyd bank main motive is to identifying
2

their customers satisfaction which assist in lead towards developing and building relationship
with their conceptual framework for formulating effective marketing relation in better manner.
For satisfying their customers needs and wants, the bank should adopt various tools and
techniques which can help them in easy providing effective facilities to their clients within the
banking sector. The bank also introduce different offers and conduct program which assist in
analysing customers requirements after that as per their demand, they are developing those
facilities and services.
It can be stated that customer satisfaction is measure and evaluate the various products
and services which are provided by firm for meet the customer expectation and anticipation in
better manner. As per the Bouma, Jeucken and Klinkers (2017) customers satisfaction refers as
that large number of customers, total amount of clients who are satisfy with bank services and
facilities. The introduction of online banking system are define the customer satisfaction which
help in increasing income and revenue in effective manner. So the banks are adopting latest
techniques and technology which assist in enhancing their profitability in better manner. The
ordinary banking services and systems is giving the effective facilities which help them in
satisfying their customers towards their offers. Customer satisfaction is analysing the whole
attitude and behaviour of customers towards service provider. This will make differences in
anticipating and analysing the satisfaction level of client who are save their account in this bank.
bank can provide satisfaction to those customers who are feeling dissatisfied with their services
and facilities. The impact of customer satisfaction on person behaviour and response in better
manner. This will establishing the positive environment which help their employees in surviving
in the large banking sectors. The bank are developing and making effective strategies which help
in giving response towards customer satisfaction and prohibit negative one. Such type of policies
and strategies assist in increasing potential level of facilities which can occurs, they are dealing
with dissatisfied customers, resolving major issues and problems while this will arise the client
complaints in positive way. Sometime customers are also enjoy the electronic banking services
and facilities but still this will not satisfied with their quality and efficiency of desired services
(Erkan and Evans, 2016). There are various issues and problem are fed by banking services such
as security risk, lack of trust, poor regulation and legal frameworks and absence of competition
between local and international banking services. Customer satisfaction and online banking
3

services has play an important role in developing strong relationship with their customers in
reasonable, convenience and fair charges.
According to Mumford and Bank (2018), Online banking is that service which attracting
large number of customers towards bank so this will help in increasing their income and profit
amount in effective manner. The network of banks are easily connected with business whether
this is domestic and international customers. The bank are adopting and using effective
techniques and technologies which help in enhancing their revenue and profitability ratio in
proper manner. The online banking has provide various advantages in the large society and
community. Also they are offering and serving their effective technologies while executing in the
bank.
Online banking is identify to banking services where depositors can handle different
aspects of their accounts over the technology or internet. It is typically comprised of a safe and
secure connection to banking data via the depositor's home computer and many other device. On
the other hand, online banking services offer great opportunity for maximise the profitability and
productivity. The major advantage which has been gain by customers is that this will help in
saving time through the automation banking facilities, maintaining effective methods or tools for
increasing customer loyalty. There are various other benefits with the help of online banking
such as time saving, transaction can be made from any where any place, can check multiple
accounts at one click, enhancing competence of business procedures and cash administration that
are accessible on internet sites of banks, also giving different type of more advantages. These
services and facilities assist in maintaining customers satisfaction and also increasing loyalty
among clients towards bank. Along with this, the bank are performing those work which help in
enhancing their customers volume and also gaining attention of new customers towards
innovative and creative services in better manner. All the facilities assist in developing and
increasing bank reputation within banking sector.
Research Methodology
Review and examination approach is a fundamental component for directing and
arranging a task (Paul, Mittal and Srivastav, 2016). It is extremely basic to see such characteristic
appropriately while using all sort of techniques in better way with the goal that powerful and
reasonable investigation used to happen.
4

There are various kind of methods get disseminate properly which need to understand by
an individual properly at the time of study. Certain kind of approaches which get determine for a
study are qualitative methodology and quantitative methodology. Qualitative study: This study reflect and support in providing results on the basis of
quality standard (Susanto, Chang and Ha, 2016). It completely reflect on by using
appropriate technique like interview, group discussion etc. All these aspects enable in
better understand of qualitative study which further assist in providing beneficial
outcome in nature of frame. In this aspect sample size is small in nature which enable in
gain better and effective outcome by considering them as a whole.
 Quantitative study: This belong to quantity measures where problem get understand
through numerical value or data which could be transformed into usable statistics. It
define and includes about the aspects which disseminate through books, journals etc.
Thus, secondary source of information is basically a type of quantitative study in nature.
For this study, quantitative study will going to organise better so that better and
determined outcome could be resource. Although, current all journal articles, books and aspects
will going to utilise where various scholars view points get included. But, a major consideration
get done on quantitative method where surveys, is one of a best approach to get included. Under
survey, questionnaire method will going to organise better. This result in providing beneficial
and suitable gain in nature on the basis of define survey. Thus, chances of deriving beneficial
attribute could become possible in nature of frame.
Data Collection Method define as an investigation wind up immaculate and proper just
with help of a few information (Tam and Oliveira, 2016). It is extremely fundamental to counsel
and compose suitable information accumulation technique so implied result could be drawn.
Each task incorporates and characterize around two sorts of information gathering where one is
primary source of data collection and another is secondary sources.
It is extremely fundamental to comprehend and assess every single one of them
legitimately and after that execute them into examine appropriately. In this way, an essential
comprehension of each examination technique for information gathering is should so
effectiveness in undertaking could be keep up and oversee better. Essential information is worry
with crude material which expected to work with better and viable way. Every related angle
could be founded on reviews, survey, interviews and so forth. In this manner, an essential
5

understanding empower in gathering better and reasonable result with the goal that choice could
be created.
Data Collection: For collecting accurate and relevant amount of information from the
respondents, there are mainly two types of data collection method (Ayo and et. al, 2016). One id
primary and second one is secondary source. In case of primary methods, researcher need to
prepare a questionnaire which will help them to collect accurate and proper information from the
respondents. On the other hand, secondary source, it is another source of collecting accurate and
relevant amount of data. In this researcher need to use some articles, journals, publication
research and many other source which will help them to gather accurate and proper data for
collecting data. Thus, all these are valuable and essential for the researcher to gather appropriate
information from the selected respondents.
Another approach is secondary source of information which could be assemble through
web and books and diaries (Tarhini and et. al., 2016). This empower in dissecting past
perspective appropriately with the goal that a compelling understanding used to occur. This will
bolster in planning better and steady result in nature of casing of reference so helpful yield and
result could be characterize. This will bring about boosting proficiency in working choices.
Sample is chosen populace on which overview will going to sort out with the goal that
helpful characteristic could be attracted connoted way (Belás and et. al., 2016). It is extremely
critical to choose a few people for entire populace or respondents through which better and
decided outcomes could be translate. This will improve and bolster in augmenting viability and
proficiency in venture through which better and decided result could be put. Each examination
found certain number of inspecting outline like bunch testing, arbitrary inspecting, amount
examining and so forth. There are mainly two kind of sampling which get assess for this project
and utilise better one to derive effective outcome. Random Sampling: In this consideration each subset have equal opportunity or
probability to get chosen. This determine as one of an appropriate and suitable technique
where chances of deriving effective gain could become possible. Although, respondents
get chosen randomly and do not have any kind of link or interference with some other
individual (Bilgihan, 2016). Thus, chances of deriving beneficial attribute could become
possible with such consideration.
6

 Non random Sampling: In this selection of sampling, where chances of providing equal
rights of selection are less in tenure. This result in duplicate the working attribute and
research process which decline in gaining beneficial outcome in nature of frame.
In this study, random sampling technique will going to utilise properly so that effective
and supportive respondent to get selected (Yuan and et. al., 2016). This technique is beneficial in
order to determine beneficial and suitable gain so that effective and efficient study get organise.
This will result in beneficial outcome which further suppose to evaluate beneficial attribute.
Action Plan
To examine how online banking affect customer satisfaction in banking medium – A case
study on Lloyd bank” Certain objectives which used to craft on Lloyd Bank case study are define
and describe as follow: To review the literature on online banking and customer satisfaction of
Lloyd Bank (Hsiao, Chang and Tang, 2016). To conduct a primary study on online banking and
customer satisfaction of define organisation. To recommend how Lloyd could use online banking
in order to increase profit or customer satisfaction
7

CHAPTER 3: DATA COLLECTION AND ANALYSIS
For collecting accurate amount of information there are mainly two types of sources such
as primary and secondary. In case of primary source, researcher will prepared a questionnaire
which will more suitable for accumulating actual data from the participants. On the other hand,
in case of secondary data, investigator use different books and journals. Data analysis will be
completed with the help of thematic analysis. In this different themes are made on each
questions which will help in analysing proper information from the participants.
For this project primary method will going to use in which questionnaire will going to
made (Ali and Raza, 2017). This project is based on Lloyd bank whom want to determine that
online banking which further used to impacted upon customer satisfaction. This questionnaire is
based on or reflected upon on 20 respondents whom are regular customer of Lloyd Bank
services. Thus, their satisfaction level required to determine under which online banking sources
get evaluated.
On the basis of this provided questionnaire, information get created which need to
reflected by an individual properly. Thus, on the basis of this basic consideration Lloyd bank
need to understand all major aspects so that they could determine that online banking is a major
attribute behind customer satisfaction which tens to rise with every due course of time. Thus, this
aspect get evaluated properly by creating various themes and with suitable data. This will result
in deriving beneficial attribute so that effectiveness and efficiency could be reflected in long
period of course.
Q1. Kindly provide your gender? Frequency
Male 10
Female 8
Other 2
Q2. Kindly provide you age? Frequency
18-29 6
30-39 8
40-49 4
50 and over 2
8

Q3. Do you like the online banking medium provided by Lloyd
Bank?
Frequency
Yes 15
No 5
Q4. Do you prefer that online banking support in enhancement
of customer satisfaction?
Frequency
Agree 8
Strongly Agree 5
Neutral 3
Disagree 3
Strong Disagree 1
Q5. What kind of online banking you prefer most? Frequency
Through mobile application 16
Through internet transfer 4
Q6. Is this is a easy mode of payment or receiving money? Frequency
Satisfied 18
Not Satisfied 2
Q7. Does Lloyd bank online banking is secure or not? Frequency
Yes 11
No 5
I don't know 4
Q8. Will this digitalisation or online consideration bring out
revolution in banking sector?
Frequency
Agree 7
Strongly Agree 4
9

Neutral 3
Disagree 4
Strong Disagree 2
Q9. Will this aspect increase profit of banking? Frequency
Yes 14
No 6
Q10. Does this segment attract more number of customers for
Lloyd Bank?
Frequency
Yes 15
No 5
Q11. Does Lloyd bank required to work more on their online
banking mode?
Frequency
Strongly 10
Agree 2
Neutral 3
Disagree 4
Strongly Disagree 1
P4 Utilising appropriate analytical tool to determine findings and data
For every research study or a project, there is a need to understand or estimate the
outcome in better and determined manner. This result in drawing beneficial and effective
outcome so that suitability of study used to get done. Hence, there is a need of appropriate action
plan and suitable working so that each and every outcome could get accomplish. One of an
appropriate and suitable technique for analysing the outcome is interpretation and graphical
presentation. Both of them are appropriate and beneficial in order to assess and understand the
things better and effective. Thus, for determining the data and findings regards Lloyd bank
survey for online banking and customer satisfaction various kind of graphs could be prepared.
Theme 1. Please provide your gender
10

Male Female Other
0
2
4
6
8
10
12
10
8
2
Frequency
Interpretation: From the above mentioned graph, it can be determined that there are
majority of male because in this 10 out of 20 are male, 8 are female and remaining are other.
Theme 2: Please provide your age
18-29 30-39 40-49 50 and over
0
1
2
3
4
5
6
7
8
6
8
4
2
Frequency
Interpretation: From the above mentioned data, it can be determined that there are
different age group person which belongs to research project. In this 6 out of 20 respondents
are under 18-29, 8 are 30-39, 4 are 40-49 and rest of the population are belongs 50 and over.
11

Theme 3:Online banking medium is appropriate by Lloyd Bank
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency
Interpretation: From the above mentioned data, it cam be concluded that online banking
medium is essential for the company to maximise customer base and achieve better results within
predetermined time period. In this 15 out of 20 are say yes and remaining are not agree as per the
same.
Theme 4: Effectiveness of online banking in enhancement of customer satisfaction
12

Agree Strongly Agree Neutral Disagree Strong Disagree
0
1
2
3
4
5
6
7
8
8
5
3 3
1
Frequency
Interpretation: From the above mentioned graph, it can be concluded that online banking is more
essential and significant tool for the baking sector to maximise satisfaction level of customers. In
this 8 out of 20 respondents are agree, 5 are strongly agree, 3 are neutral, 3 are disagree and
remaining are strong disagree. Thus, it proof as online banking more significant for the company
to maximise customer base and accomplish better results within predetermined time period.
Theme 5: Types of online baking preferred by bank
13

Through mobile application Through internet transfer
0
2
4
6
8
10
12
14
16
16
4
Frequency
Interpretation: According to the above mentioned data or information, it can be determined that
there are mainly two types of online banking which is preferred by the bank. In this 16 out of 20
respondents are agree as mobile application is more essential and beneficial type of online
baking. On the other side, 4 out of 20 respondents are favour as internet transfer is more useful
and appropriate type for the success and growth of an enterprise.
Theme 6: Online banking is easy for the customer for pay or receive money
14

Interpretation: From the above mentioned graph and data, it can be determined that online baking
is more easy for the customer to pay and receive money. In this 18 out of 20 respondents are
satisfied and 2 out of 20 are not satisfied according to the same. Thus, it describe online baking is
much better and essential for the customer as well as also help an organisation to maximise
customer base and retain long lasting position at marketplace.
Theme 7: Online banking is secure or not
15
Satisfied Not Satisfied
0
2
4
6
8
10
12
14
16
18
18
2
Frequency

Yes No I don't know
0
2
4
6
8
10
12 11
5
4
Frequency
Interpretation: From the above mentioned information, it can be determined that online banking
is secure or not for the industry as well as customers also. In this 11 out of 20 respondents are
say yes, 5 out of 20 respondents are say no and remaining population are not aware about such
concept. Thus, as per above information, online banking is secure and not take more time and
money of the company. It is also beneficial for the company to complete their transaction easily
and essentially.
Theme 8: Online consideration bring out revolution in banking sector
16

Agree Strongly Agree Neutral Disagree Strong Disagree
0
1
2
3
4
5
6
7
7
4
3
4
2
Frequency
Interpretation: As per the above mentioned data and information, it can be determined that
online consideration help an enterprise to bring changes in their organisation as well as achieve
better outputs within predetermined time period. In this 7 out of 20 respondents are agree, 4 are
strongly agree, 3 are neutral, 4 are disagree and remaining population are strongly disagree.
Therefore, online banking is beneficial for a bank to easily complete their transaction and
accomplish long term goals and objectives within predetermined time period.
Theme 9: Online banking increase profit of banking
17

Yes No
0
2
4
6
8
10
12
14
14
6 Frequency
Interpretation: As per the above mentioned data and information, it can be determined that online
baking is important and useful for the banking sector to maximise their profit and sales. In this
14 out of 20 respondents are agree and 6 out of 20 respondents are say no. Thus, it determine as
online banking help an organisation to maximise customer base and retain long lasting reputation
at marketplace.
Theme 10: Online baking attract large number of customer's
18

Interpretation: From the above stated information, it can be concluded that online banking is a
part of digitalisation which is used by an organisation with purpose to attract large number of
customer easily. This statement is agreed by 15 out of 20 respondents and remaining are not
favour as per the same. Thus, it is essential and important for the company to maximise their
sales and achieve better results within predetermine time period.
Theme 11: More requirement of company to do work on online mode
19
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Strongly Agree Neutral Disagree Strongly Disagree
0
1
2
3
4
5
6
7
8
9
10
10
2
3
4
1
Frequency
Interpretation: According to the above mentioned data or graph, it can be determined that
company should try to work more on online. In this organisation should try to follow different
channel such as social media, mobile application and many other ways. All this are essential and
beneficial for the company to attract large number of customer and achieve better outcomes
easily. In this 10 out of 20 respondents are strongly agree, 2 are agree, 3 are neutral, 4 are
disagree and 1 are strongly disagree.
These are certain graphical presentation, which need to consider by management of
Lloyd bank in a better and appropriate manner (Amin, 2016). On the basis of all such attribute
better and effective working projects get done. Thus, with such attribute and aspects effective
interpretation used to led down so that beneficial decision making get done. Such questionnaire
survey signify that online banking enable and support in made an individual satisfied. Customer
satisfaction get enhance with a definite course of time so that supportive and beneficial attribute
could be drawn. Along with this, online banking brings revolution in banking sector industry.
Thus, chances of derivation of better and signified outcome get assess in a better manner.
TASK 3
P5 communicate the research outcomes in an
Customer satisfaction is more effective and valuable part for the growth and development
of an enterprise to maximise their sales and profitability (Belás and et. al., 2016). As per the
20

primary and secondary source of data, more than half of the population are agree as better
satisfaction of customer help an enterprise to retain strong and long run sustainability at large
marketplace. In this business use different ways to maximise customers satisfaction such as
provide quality product, use discount pricing strategies, follow advanced technology and many
other. All these are effective and beneficial for the success and growth of enterprise in given time
period. Customer satisfaction level also support the organisation to retain customer's loyalty and
trust towards brand. Therefore, it will also support and benefited to the company to accomplish
their long term goals and objectives as well as established strong image in marketplace. It is
more effective and essential for the organisation to meet with individual needs and wants in a
proper manner. Thus, it support the enterprise to maintain strong and better reputation at large
marketplace.
TASK 4
P6 Reflection on the research method applied for project
Methods are a core part of each and every study which enable and facilitate to draw
things better and supportive (Ayo and et. al, 2016). Methods could be crafted on the basis of
aims and objectives which define at the starting of the project. This study is based on online
banking and customer satisfaction which need to understand by an individual better so that
concern attribute could be drawn.
Thus, I need to analyse and interpret basic consideration of the project while determining
beneficial method at the time of organising this project. There are various kind of attribute could
be drawn for this project which are define and describe as follow: Research Philosophy: In this scenario, I used to determine the philosophy which could be
utilise in the project. The basic method which I suppose to utilise is research philosophy
which define for the interpretivism. This philosophy required to estimate by me in better
manner so that I become able to organise this study in a better and determined manner.
Henceforth, chances of deriving beneficial attribute could be drawn in order to enhance
supportive working. Thus, I need to pick the best and determine outsource better in order
to work on a idea with better and signified manner. This will result me to ascertain and
support in achieving all targets properly. Thus, effective research philosophy need to
utilise by me properly.
21

 Data Collection Method: An investigation wind up immaculate and proper just with help
of a few information (Belás and et. al., 2016). It is extremely fundamental to counsel and
compose suitable information accumulation technique so implied result could be drawn.
Each task incorporates and characterize around two sorts of information gathering where
one is primary source of data collection and another is secondary sources. I have to
determine each and every kind of data collection method properly. The two major
approaches which estimated by me in order to gather information are: primary method
and secondary method. It is extremely fundamental to comprehend and assess every
single one of them legitimately and after that execute them into examine appropriately. In
this way, an essential comprehension of each examination technique for information
gathering is should so effectiveness in undertaking could be keep up and oversee better.
Essential information is worry with crude material which expected to work with better
and viable way. Every related angle could be founded on reviews, survey, interviews and
so forth. In this manner, an essential understanding empower in gathering better and
reasonable result with the goal that choice could be created. Another approach is
secondary source of information which could be assemble through web and books and
diaries (Bilgihan, 2016). This empower in dissecting past perspective appropriately with
the goal that a compelling understanding used to occur. This will bolster in planning
better and steady result in nature of casing of reference so helpful yield and result could
be characterize. This will bring about boosting proficiency in working choices. All these
method need to understand by me in a determined manner. This will enable me to
manage things better where I used to utilise primary method of data collection which get
done by distributing questionnaire and its analysis. This analysis enhance my skills of
graphical presentation as well as power point presentation.
 Sample: Sample is chosen populace on which overview will going to sort out with the
goal that helpful characteristic could be attracted connoted way. It is extremely critical to
choose a few people for entire populace or respondents through which better and decided
outcomes could be translate (Hsiao, Chang and Tang, 2016). This will improve and
bolster in augmenting viability and proficiency in venture through which better and
decided result could be put. Each examination found certain number of inspecting outline
like bunch testing, arbitrary inspecting, amount examining and so forth. I determine that
22

for this project, best method which enhance my skills of interaction is random sampling
frame. There are various kind of sampling method get evaluated by me which refer to as
cluster sampling, random sampling etc. This sampling section facilitate me to determine
better and suitable gain in nature.
P7 Determine alternative research methodologies on the basis of project
Research methodologies are a core part of study which need to understand or assess
better and in determined manner. Such study concepts required to understand properly so that
better and efficient outcome could be drawn. Thus, suitable and appropriate alternative research
methodologies for this project depict as norm freisn and development research as well. Both of
these techniques are helpful in drawing better and signified outcome in nature of frame so that
beneficial attribute could be drawn.
One of an alternative method is norm freisn where cultural study is must. When a project
define and determine culture of an aspect better then chances of deriving beneficial and suitable
gain could be enhance (Khan, Rahman and Fatma, 2016). Moreover, for this project, interpreting
experience also facilitate better. This result in drawing a beneficial and effective attribute so that
beneficial consideration could be drawn (Paul, Mittal and Srivastav, 2016). This will result
inspecting the facts and figures better so that determined objectives and aim could be fulfil. This
will result in enhancing the attribute of a study so that effective outcome could be drawn.
Henceforth, study of online banking and customer satisfaction could include this aspect in better
and define model of frame.
23

REFERENCES
Books and Journals
Ali, M. and Raza, S. A., 2017. Service quality perception and customer satisfaction in Islamic
banks of Pakistan: the modified SERVQUAL model. Total Quality Management &
Business Excellence. 28(5-6). pp.559-577.
Amin, M., 2016. Internet banking service quality and its implication on e-customer satisfaction
and e-customer loyalty. International journal of bank marketing. 34(3). pp.280-306.
Ayo, C. K. and et. al, 2016. E-banking users’ behaviour: E-service quality, attitude, and
customer satisfaction. International Journal of Bank Marketing. 34(3). pp.347-367.
Belás, J. and et. al., 2016. Electronic banking security and customer satisfaction in commercial
banks. Journal of security and sustainability issues.
Bilgihan, A., 2016. Gen Y customer loyalty in online shopping: An integrated model of trust,
user experience and branding. Computers in Human Behavior. 61. pp.103-113.
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Appendix
QUESTIONNAIRE
Name:
Gender:
Phone Number:
E-mail:
Q1. Kindly provide your gender?
a) Male
b) Female
c) Others
Q2. Kindly provide you age?
a) 18-19
b) 30-39
c) 40-49
d) 50 and over
Q3. Do you like the online banking medium provided by Lloyd Bank?
a) Yes
b) No
Q4. Do you prefer that online banking support in enhancement of customer satisfaction?
a) Strong Agree
b) Agree
c) Neutral
d) Disagree
e) Strongly Disagree
Q5. What kind of online banking you prefer most?
a) Through mobile application
b) Through internet transfer
Q6. Is this is a easy mode of payment or receiving money?
a) Satisfied
b) Not Satisfied
26