BTEC HND Business: Online Banking Impact on Lloyds Bank Customers

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Added on  2023/03/16

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AI Summary
This project examines the impact of online banking on customer satisfaction, using Lloyds Bank as a case study. The study includes aims and objectives, a literature review, and a primary study assessing customer satisfaction with online banking services. Graphical presentations are used to analyze themes such as the appropriateness of online banking, its support for customer satisfaction, preferred modes of online banking, ease of payment, and security. The project provides statistical data and visual representations to support its findings. The research draws upon various academic references to support its findings and recommendations. This assignment is a part of the BTEC HND in Business Unit 11 Research Project at Icon College of Technology and Management.
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Online Banking and Customer
satisfaction – A case study on
Lloyd Bank
(TASK 3)
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Content
Aims and Objectives
Graphical Presentation
References
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Aims and Objectivbes
Aim: “To examine how online banking affect customer satisfaction in banking
medium – A case study on Lloyd bank”
Objective: 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
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Graphical Presentation
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.
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Theme 1:Online banking medium is appropriate by
Lloyd Bank
Yes No
0
2
4
6
8
10
12
14
16
15
5
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Theme2:Online banking is supportive in order to
enhance customer satisfaction
Agree Disagree
0
2
4
6
8
10
12
14
14
6
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Theme 3:Online banking medium mode
16
4
Mobile Application
Internet transfer
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Theme 4:One of a easy mode of payment or
receiving of money
18
2
Satisfied
Not Satisfied
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Theme 5:Lloyd banking is secure for transferring
money
Yes No
0
2
4
6
8
10
12
14
16
18
18
2
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References
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.
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