Determining Impact of Digital Tech on Banking: HSBC Case Study

This research project investigates the impact of digital technologies on the banking sector, with a specific focus on HSBC Bank. The report begins with an overview of the research, outlining aims, objectives, and research questions. It then delves into a literature review, exploring the influence of digital technology on banking, including profitability, customer base expansion, and operational efficiencies. The research methodology is detailed, covering the types of research, approach, data sampling, and data collection tools. The report analyzes the role of digital technology in enhancing banking services, such as online banking, mobile banking, and ATMs, and its effect on customer interactions and security. The project aims to determine how digital technologies have influenced HSBC's performance, offering recommendations and conclusions on the adoption and integration of digital tools within the banking industry to improve services, customer satisfaction, and profitability. The project highlights the importance of digital transformation for banks in the current market landscape and provides insights into how HSBC can leverage technology to achieve its strategic objectives.

RESEARCH
PROJECT

Table of Contents
TITLE:.............................................................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Overview of research............................................................................................................1
1.2 Background of research.........................................................................................................1
1.3 Aims and objectives..............................................................................................................2
1.4 Research questions................................................................................................................2
1.5 Gantt chart.............................................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................2
2.1 Impact of digital technology on banking sector....................................................................3
2.2 Explain role of digital technology in banking industry.........................................................3
2.3 Digital technology help in gaining high profitability to HSBC bank...................................4
2.4 Digital technology is important for banking sector...............................................................5
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................5
3.1 Types of research .................................................................................................................6
3.2 Approach...............................................................................................................................6
3.3 Data sampling........................................................................................................................6
3.4 Tools and techniques for collecting data ..............................................................................7
CHAPTER 4: DATA ANALYSIS..................................................................................................7
CHAPTER 5: RECOMMENDATION AND CONCLUSION.....................................................14
5.1 Recommendation.................................................................................................................14
5.2 Conclusion...........................................................................................................................15

TITLE:
“To determine the impact of digital technologies on Banking sector. A case study of HSBC
Bank.”
CHAPTER 1: INTRODUCTION
1.1 Overview of research
In an organisation, the digital technology will directly impact on banking sector which
help in increasing profitability and productivity in better manner. With the development of
banking application, the banking industry is fast growing company which are reliable and
applicable for the firm. The digital technology has revolutionist in each factor of human activity.
In the last years, it has been drastically change in the digitalisation for performing effective
functions and operations of the banking sector (A. Harris and P. Patten, 2014). HSBC bank adopt
latest techniques and methods which assist in increasing income and revenue of this field in
proper manner. Banking sector is fast growing with the usage of technology such as ATM,
online banking, mobile banking and many others. This will conducting activities and functions in
smoothly running which enhancing the business operations in effectively.
1.2 Background of research
HSBC is the British international banking and provides financial services which
headquarter is situated in united kingdom. This is the world seventh largest bank by total assets
and it is the biggest bank in Europe along with the total liability. HSBC bank has around 3900
offices in all over the 67 nations and also they have approximately 38 million customers who
gain their services or facilities. On the other hand, they are try to expand their banking services
or facilities in other locations or countries which assist them in gaining high amount of
profitability (Burns, 2016). Along with this, they are mainly focus on creating awareness about
their facilities or services which they are given to their existing or new customers in proper
manner. The bank are developing those strategies and policies which are helpful in future time
period. Also this is necessary for them is to manage and maintain all business operations and
appropriately adopt latest technology which assist in gaining attention of more clients towards
their services. The main purpose and motive of this project is to recognise the impact of digital
technology on banking sector in accurate manner. Apart from this, this report is highlighting the
existing position of HSBC bank and this will lead towards acquiring success and growth in short
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period of time. The major objective of this bank is to concentrate on improving and maintaining
their goods and services for satisfy their desired clients needs and requirements.
1.3 Aims and objectives
The main motive of this report is “To determine the impact of digital technologies on
banking sectors: A case study on HSBC bank”. The another main aim of this specific report is
“to increasing the selling policies and strategies of HSBC bank for maximizing the profitability
level” and also try to lead towards maintaining the good reputation in the market place.
1.4 Research questions
 What is the impact of digital technology on banking sector?
 Which is the role of digital technology in banking industry?
 How digital technology help in gaining high profitability to HSBC bank?
 Why digitalisation is important for banking sector?
1.5 Gantt chart
In this part of research report, learner required to updated and upgraded all the activities
and functions which assist in acquiring potential goals and targets of the company. Along with
this, such factors are highlighting total number of days which are going for converting the project
work and their activities for completing and also try to reaching with desired objectives and
goals in proper manner (Daneva and et. al., 2014.). Basically, before developing and preparing
the chart so the firm will gaining acquiring data and information for making appropriate
decisions and also maintaining such factors in given period of time.
CHAPTER 2: LITERATURE REVIEW
It is that part in which research project addressing all the required aspects which play an
important role in getting potential targets and goals in given frame work for considering the
accurate information and data in effective way (Hashim, 2015). On the other hand, this will
demonstrate all the essential components which are used by organisation manager of HSBC bank
while promoting their desired services and facilities among large number of customers as per
their demand and needs in better manner. In addition to this, it will show light on various issues
and problems which help in inspiring and motivating their employees for better selling of
innovative goods and services at the time of promoting desirable products and services in the
large market place. In this sector of investigation, the company mainly covered the essential data
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and information which are associated with specific topic and help learners when they are
developing and making appropriate decisions for the bank welfare.
2.1 Impact of digital technology on banking sector
Digital technology is that procedures of converting data in the digital format. The
meaning of digitalisation refers to adoption of latest technology for gaining income and revenue.
There are different points which demonstrate the impact of digital technology on banking sector
which are described as under: Impact on income and revenue – In the current time period, the digital technology assist
in providing different services and facilities which mainly attract large number of
customers towards bank methods. For HSBC bank, they are adopt latest techniques and
methods which assist in gaining high amount of profitability and productivity by
providing innovative and creative facilities to their clients (John Walker, 2014). Increasing the customer base – HSBC bank has different opportunities and possibility
which help in gaining attention of large number of customers towards their new account
services and other accounting systems.
 Enhancing the operational efficiencies – It is necessary for bank is to analyse and
examine their business operations services which assist in acquiring huge amount of
profitability and productivity in better manner. HSBC bank adopting appropriate
operational efficiencies which help them in managing or maintaining their services and
facilities that are related to business operations (Jones and et. al., 2014).
2.2 Explain role of digital technology in banking industry
With the help of digital technology, banking sector is gaining high amount of profitability
for providing various services and facilities to their customers. For adopting digitalisation, the
bank can increasing their customers services and this will help in convenience to their customers
and also save time. There are various points which describe major roles of digital technology in
banking sector that are as under:
 Digitalisation is not one alternative for the banking industry but it is unavoidable because
each sector is became digitised and banking sector has no other exclusion.
 This will help in reducing the costs of banks as well as customers while they are using
ATM services and withdraw cash.
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 With the assistance of digital technology, the number of customer base has been
increased of HSBC bank because they are providing appropriate convenience to them.
 Adoption of technology will help in managing and handling he amount of cash in better
manner. This will also increasing productivity and profitability effectively (Long, 2014).
 For using digital technology, they are easily communicate with their desired customers
which directly affect on firm abilities and capabilities in proper manner. In the current
period of time, it is necessary for employees is to interacting with their potential
customers in fast and rapid way.
 By adopting and using latest digital technology, banks are gaining security and safety
regarding their important data and information in effective manner. Along with this, they
assist in preventing accurate facts and figures of their buyers as well as analysing
employees performance.
2.3 Digital technology help in gaining high profitability to HSBC bank
The digital technology is important for banking sector because they are doing their work
with the help of technology otherwise they does not make accurate account in short time period.
For using digital technology, the firm will increasing the business profitability and productivity
for making and creating effective platform where they analysing company success and growth
level (Mazzarol, 2015). In addition to this, banking sector should adopt latest techniques and
methods which can face various challenges while implementation of proper strategies and
policies in every day. Along with this, there are different factors which help in evaluating and
understanding the usage of digital technology which assist in acquiring high income of an
enterprise which are discussed as under: Encourage their employees for using digital technology – The accurate data and
information can help in collecting or gathering online performance evaluation, so that
firm manager can compare their skills and abilities which are required for recognising the
banking sector opportunities which existing in the organisation. If staff members are
adopting digitalisation so that they will be developing and making innovative services
which attracting large number of customers. This will assist firm in acquiring high
amount of revenue and income by their clients.
 Communicating with their customers – This is necessary for HSBC bank is to interact
with their existing and new customers by which they can increasing the base of clients
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who are save their account in this bank (McConville, 2017). They also required to
analyse and examine the needs and requirements of the banking sector which can gain by
desired customers. Along with this, they need to satisfying their all demand and wants
regarding accounting services and systems.
2.4 Digital technology is important for banking sector
The banking industry has been experience regular changes in the technology. With the
faster change in their digital technology so HSBC bank need to determine major factors which
affect on such banking operations and functions. The digital technology is important in banking
sector because they are providing various facilities which help customers in easy to withdraw
their cash amount by using different services that are as under: Internet banking – Internet banking consist with financial transaction which help in
dealing with internet portal services. The internet banking assist their customers to banks
even on bank holidays. There are various sources such as payments, statements, cheques,
fund transferral which are major characteristics of internet banking. Automated Teller Machine (ATM)- ATM is the computerised machine which allow user
to withdraw cash from bank accounts along with certain features such as cheques, etc.
This is that process which help in delivering cash transaction while withdraw cash
amount through using of ATM machines (O'Brien and Saldanha, 2014). Mobile banking – The mobile services and facilities of customers to do financial
transaction through mobile techniques and devices. This can be define as that services
and facilities which help them in increasing base of customers in better manner.
 SMS banking – This is that banking which allow bank users for doing transaction, single
mobile SMS such as balance enquiry, term deposit details, etc.
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CHAPTER 3: RESEARCH METHODOLOGY
In this section of research program, investigator is going to gather or collect required data
and information which help in making appropriate decision for the company growth. Apart from
this, it will throw some light which is useful for desired techniques and methods for gaining high
amount of income or revenue without doing other activities. Therefore, it has been also analysed
that the main motive or aim of this section is to accumulate correct and relevant content that
assist in making appropriate methods which is used by firm while making and designing
strategies, policies and schemes for organization growth and success level.
3.1 Types of research
Investigation procedure is the not simple task that needs advice from skilled and talented
individual for gathering necessary data which is used for company growth while making
effective decision (Seethamraju, 2015). Along with this, it is very lengthy process which helps in
collecting qualitative and quantitative method that are used for gathering correct facts and
figures. Also this will help in achieving desired goals and objectives in better manner.
Quantitative method is that term which helps in collecting relevant data and information in
numerical form and ion the other side, qualitative method is that facts which are going to gather
best quality and required to maintain their proper standard. Therefore, it has been recognized that
evidence has been collected in this report in the term of qualitative form due to this it will assist
in addressing the major affect of company strategies and policies on employees and their
organization performance in effective way.
3.2 Approach
There are two different types of approaches or concepts which are available in inductive
or deductive method. in such kind of inductive program that is used for adopting by specialist or
experts persons which are help in creating hypotheses on assessment basis. On the other hand,
this fully opposite to another one (Sundararajan, 2014).
3.3 Data sampling
As per this strategy, an organization required to select and chose various data and
information from large one and they need to design questionnaire for getting aware about person
feedback and company analyse that how many person are agree with their decision. Along with
this, they are needed to understand the requirement of such modifications and alterations.
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Generally, it is one of the useful strategy and scheme which is used by cited company which help
in getting updated about necessary changes and alterations regarding current strategies which are
designed by firm marketing team of associations.
3.4 Tools and techniques for collecting data
For gathering and collecting correct facts and figures which is determine as one of the
useful or required task which are conducted by researchers because it assist an organization in
different conditions such as while making decisions, designing, planning, strategies and many
more things (Zimmermann and et. al., 2015). therefore experts person usage various number of
methods and techniques such as questionnaire for collecting information and data in order to
settle major issues and problems which make occurs while performing business operations and
its functions in effective manner.
CHAPTER 4: DATA ANALYSIS
This section of research project show the point of view of an individual which are
accessible at work place and some of them are customers which are also giving their feedbacks
or reviews regarding company strategies or policies. Therefore, for example around 20 people
are selected in these survey reports which are discussed as follows:
Questionnaire
NAME:
CLASS
AGE:
Q1. Does digital technology is useful for banking sector?
 YES NO
Q2. Is digital technologies affect on banking services and facilities?
 YES NO
Q3. Can you recognise any impact of digitalisation on banking performance?
 Yes No
Q4. What kind of account does HSBC bank will maintain and manage?
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 Current account
 Saving account Demat account
Q5. What type of technologies can be included within banking sector for digitalisation
purpose?
 Online Banking
 Cloud technology Artificial Intelligence
Q6. Is bank conduct any recreational services to their customers?
 Agree Disagree
Q7. Does HSBC bank have core banking services and facilities to their clients?
 Yes No
Q8. Is there any suggestions regarding determine the impact of digital technology on banking
sector?
DATA INTERPRETATION
In this sector interpretation or evaluation of accumulated data or records are being done
that demonstrate the findings of a research report. Here are discussed some of the most probable
methods though which a company an attain their business am as well.
Theme 1: Digitalisation is supporting for banking sector
Q1. Does digital technology is useful for
banking sector?
Frequency
 YES 18
 NO 2
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Interpretation: Digitalisation have given large opportunity of business organisation that
can deliver the services and products in more significant and efficient manner. As per the
illustrated data or facts, this can be affirm that numerous digital technologies are assisting for a
working organisation that can assist in achieving business objectives. According to the collected
information, this can be claimed that digital technology is supporting the activities and
operations of business organisation. As per the above mentioned report, 18 out of 20 responder
agreed with the statement whereas 2 of them still are not satisfied with the digital technologies in
banking segment.
Theme 2: Digital positively influence banking services
Q2. Is digital technologies affect on banking
services and facilities?
Frequency
 YES 17
 NO 3
9
YES NO
0
5
10
15
20
18
2
Frequency

Interpretation: Understanding the increased use of digital technology in banking
segment, this can be claimed that digital technology not only providing ease in procedures and
operations of company but also aid in delivering more suitable services and facilities of
organisation in more efficient manner. As per the illustrated graph, this can be state that
approximate 17 out of 20 responders are satiate with the new services and facilities supported by
digital technologies where 3 of them still is unaware about its benefits.
Theme 3: Digitalisation influence banking performance
Q3. Can you recognise any impact of
digitalisation on banking performance?
Frequency
 YES 15
 NO 5
10
YES NO
0
2
4
6
8
10
12
14
16
18
17
3
Frequency