Impact of Electronic Banking on Customer Satisfaction and Loyalty

This research outline investigates the impact of electronic banking systems on customer satisfaction and loyalty within the UK banking sector, specifically focusing on Barclays Plc. The study aims to analyze how e-banking affects customer satisfaction and loyalty, identifying challenges and recommending strategies for Barclays. The research employs a qualitative approach, using an inductive method and interpretivism philosophy. Data will be collected through surveys of 30 Barclays customers and secondary research of existing literature. Thematic data analysis will be used to analyze the collected data. The ethical considerations include obtaining consent and providing proper referencing. The study reviews relevant literature, assesses the relationship between e-banking and customer satisfaction, identifies challenges, and suggests customer satisfaction strategies. The research contributes to understanding the evolving landscape of banking and customer behavior in the digital age.

Research Methods (SOE11131) – OUTLINE RESEARCH TEMPLATE
Name: Matriculation number:
Programme:
Indicative project title:
To ascertain the effect of electronic banking system on customer satisfaction and loyalty
within UK banking sector: A study on Barclays Plc
Related Modules:
International Finance
Context and rationale
The rationale for conducting research is to analyse how customer satisfaction and loyalty is
affected within Barclays Plc using electronic banking system. Further, this is also considered
as a research issue because to enhance the business operations and customer engagement,
companies implement different e-banking systems (Khan, 2018). It is an issue now because
banks faces different issues pertaining to new system which includes fraud, privacy risk etc.
Therefore, through a means of thematic test technique, the present study could shed a light
on the level through which electronic banking system affects customer satisfaction.
On the other side, in this pandemic time, customers also preferred to use e-banking system
instead of going banks and that is why, the study helps banking sector to examine different
ways that assist to raise customer satisfaction pertaining to e-banking system. Also,
researcher have their own interest to research on the present study because it helps to enhance
their knowledge. Thus, research on this specific topic will help scholar to use in their future
so that business operations can be improved.
Aim and objectives:

The proposed aim of this research is to ascertain the effect of electronic banking system on
customer satisfaction and loyalty within Barclays Plc
This will be achieved by the following objectives:
1. To review the relevant literature in electronic banking system and its significance.
2. To assess the relationship between using electronic banking system upon customer
satisfaction level within banking industry.
3. To identify the challenges faced by Barclays Plc while using e-banking system
4. To recommend effectual customer satisfaction strategies in the terms of e-banking
system to Barclays Plc.
Indicative research approach (methodology, design and methods):
Research type: For assessing the impact of e-banking system on customer satisfaction and
loyalty qualitative research type will be chosen as it cannot be measured in numeric terms.
Research approach: In order to attain the defined aim, inductive approach will be applied, as
it assist in analysing the qualitative study in effectual manner (Mohajan, 2018).
Research Philosophy: For the present study, interpretivism philosophy will be used in order
to evaluate qualitative data pertaining to electronic banking system within Barclays Plc.
Data collection: For attaining objectives data will be gathered from both primary and
secondary sources. Such that, through primary research, survey will be conducted on 30
customers of Barclays Plc through questionnaire. Whereas, for secondary research, past study
pertaining to electronic banking system will be considered.
Data analysis: To analyse responses collected through survey, thematic data analysis will be
used in which different graphs, tables and themes designed.
Sampling: For the purpose of survey, scholar is required to select suitable sample in order to
generate the valid outcomes (Zangirolami-Raimundo, Echeimberg and Leone, 2018).
Therefore, 30 customers of Barclays Plc will be chosen by referring purposive sampling
technique that assist to conduct the study in precise manner.
Ethical considerations: To conduct the study effectually, scholar ensure that consent form
will be sent to selected participants. Also, reference list must be added to the end of a report
which reflect that work is not copied from somewhere (Dźwigoł and Dźwigoł-Barosz, 2018).

Relevant references [maximum of five]
Dźwigoł, H. and Dźwigoł-Barosz, M., 2018. Scientific research methodology in
management sciences. Financial and credit activity: problems of theory and practice.
2(25). pp.424-437.
Khan, Y. H., 2018. A short review of the electronic banking system. Regional and
Business Studies. 10(1). pp.13-37.
Mohajan, H.K., 2018. Qualitative research methodology in social sciences and related
subjects. Journal of Economic Development, Environment and People. 7(1). pp.23-48.
Zangirolami-Raimundo, J., Echeimberg, J. D. O. and Leone, C., 2018. Research
methodology topics: Cross-sectional studies. Journal of Human Growth and
Development. 28(3). pp.356-360