Online Banking Platforms Impact on Customer Experience in London-HSBC

This report critically investigates the impact of online banking platforms on customer experiences in London, using HSBC Holdings as a case study. It aims to analyze the concept of customer experiences, determine the influence of online banking platforms over traditional banking in the UK market, and evaluate the issues related to these platforms and their effects on business practices. The research explores customer perceptions, the role of online banking in improving customer service, and the challenges such as security concerns and system stability that affect customer trust and business operations. The report uses a deductive research approach to analyze data and draw conclusions, ultimately providing recommendations for enhancing customer experiences in the digital banking landscape. Desklib provides access to similar solved assignments and resources for students.

Research project

Table of Contents
CHAPTER 1 INTRODUCTION.....................................................................................................1
Research Aims.............................................................................................................................1
Research objectives.....................................................................................................................1
Research questions.......................................................................................................................1
CHAPTER 2 Literature review........................................................................................................2
To analyse the concept of customer experiences.........................................................................2
To determine the influence of online banking platforms for improving customers experiences
over traditional banking platforms in UK market area................................................................3
To evaluate the issues that is related to online banking platforms as well as its affect on
business practices.........................................................................................................................4
CHAPTER 3 RESEARCH METHODOLOGY..............................................................................5
CHAPTER 4 FINDINGS, DISUSSION AND ANALYSIS.........................................................10
CHAPTER 5 CONCLUSION AND RECOMMENDATIONS....................................................16
Recommendation.......................................................................................................................16
CONCLUSION..........................................................................................................................17
REFERENCES..............................................................................................................................19
Books and Journals....................................................................................................................19

CHAPTER 1 INTRODUCTION
There are different new and innovative banking platforms that is significant for increasing
and improving customer banking experiences. It is essential that company is considering and
focusing on improving the experience of customers through effective customer services.
Customer experience in banking is tied in with fulfilling customers with the outcome that they
are more steadfast, use products more, and cost less to serve. Giving a magnificent customer
experience is significant for any organization, however it's essential in the financial services
industry. Chosen company for this report is HSBC Holdings. This is a British Multinational
investment bank and financial services holding company. This organisation is providing high
quality products and services to customers in order to meet with their needs and wants. Head
office of this company is located in London, United Kingdom. Founder of HSBC company is
Thomas Sutherland and this organisation was developed in year 1865. This report includes
investigation of the impact of online banking platforms in order to improve customers banking
experiences in London. In this report, information and data has been collected from different
sources in order to find right and accurate information relevant to the topic.
Research Aims
“The aim of the research is to critically investigate the impact of online banking
platforms in order to improve customers banking experiences in London.” Case study of HSBC
Holdings.
Research objectives
 To analyse the concept of customer experiences.
 To determine the influence of online banking platforms for improving customers
experiences over traditional banking platforms in UK market area.
 To evaluate the issues that are related to online banking platforms as well as its affect on
business practices.
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Research questions
 What is the concept of customer experiences?
 What are the influence of online banking platforms for improving customers experiences
over traditional banking platforms in UK market area?
 What are the issues that are related to online banking platforms as well as its affect on
business practices?
CHAPTER 2 Literature review
To analyse the concept of customer experiences.
As per the views of author it has been analysed that customer experience is very crucial part
of organisation and this will lead to have major impact over business and its activities. This can
be describe as the practice of conveying an incredible customer experience is massively
significant for any business. Customer experiences can be explain as the quality of customer care
while providing products and services to its customers. This will lead to have significant impact
on overall practices and task of organisation in order to attain desired goals. It has been
determined that the better experience customers have, the more recurrent custom and positive
audits get, while at the same time decreasing the grinding of customer objections and returns.
Customer experience is a customer's general perception of your organization, in view of their
associations with it. Similarly, customer administration alludes to explicit touch points inside the
experience where a customer demands and gets help. There are three essential components
important for making a digital strategy for customer experience - discovery, engagement and
delivery. Through this it has been analysed that customer experience consist of several
components which will lead to significant impact over customer services activities. It has been
analysed that organisational need to connect with customers is pertinent and significant. They
need to decide the ideal opportunity to market to their customers with content or other data; if
not their customers will look somewhere else. Better connection with potential customers will be
beneficial for organisation. They can figure out how and when to strategically pitch/upsell by
making an applicable, point by point customer journey map. Their whole worth chain will be
optimized to guarantee the most reduced conceivable expense and best caliber/speed delivery.
Since a different division ordinarily handles each customer association, it might seem like
including acceptable measurements inside every office would be to the point of making an
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extraordinary customer experience. Customer feedback gives understanding into customers'
assumptions, and the way that they may change over the long haul with changes in your industry.
It can likewise let you know where customers are stalling out and affirm what functions
admirably. Just responding to customers' necessities is presently sufficiently not to stick out. At
the point when organizations are proactive—anticipating customers' necessities and advancing
beyond an issue before it raises or even occurs—they can make an exceptional encounter that
feels individual. that is significant for new customers just as existing ones. New clients need to
get results quick, guaranteeing their new buy. Notwithstanding, assuming that you don't add any
extra worth over the long haul, these customers might lose interest and search for benefits
somewhere else. The goal of CEM is to optimize customer communications to line up with the
customer's optimal image discernment and surpass their assumptions to support and reinforce
long haul customer relationships. Customer Experience management is arising as the critical
strategy to acquire an upper hand in the present hyper-serious commercial center. It is important
for company to perform different practices which is significant for enhancing customer
experiences.
To determine the influence of online banking platforms for improving customers experiences
over traditional banking platforms in UK market area.
According to the views of author it has been analysed that online banking platforms will lead to
have major influence over customers and this will lead to have major impact over improving
customer experiences over traditional banking platforms. The initial step to an incredible
customer experience is getting what customers are thinking. By conveying reviews and
assembling criticism across everything channels, you can produce a customer experience
heartbeat to find openings for development. Through this respective banking company will be
able to improve customer experiences over other traditional banking platforms with in UK.
Numerous portable banking applications currently permit you to utilize biometric authentication
to sign in. For example gives three distinct biometric login choices fingerprint, voiceprint and
facial recognition. Bank may likewise check for specific dangers consequently. Connected with
workers are basic to conveying customer experience. Associations need to regularly catch
worker input to comprehend the hindrances to more prominent representative commitment and
execution. This data should be apparent to every stakeholder and the association as a general
rule, so initiative can be considered responsible and make a move in manners that engage
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workers to convey incredible customer experiences. Having command over your accounts with
the capacity to self-serve is one more critical advantage of advanced banking, as is ongoing
admittance to oversee and move cash. This will lead to increasing overall banking experience of
individual customers through online banking platforms.
To evaluate the issues that is related to online banking platforms as well as its affect on business
practices.
As per the views of author it has been determined that there are several challenges and issues
that is faced by company related to online banking platforms as well as it will lead to affect on
business practices. It has been analysed that se Security and inaccurate information about the
online banking platforms is the crucial issues. It has been identified that security is quite possibly
the main challenges for web based banking marketer due to the intrinsic worries that are
generally connected with banking on the web. In spite of the fact that banking frameworks are
intended to be essentially impervious, cyber attacks and fake movement are as yet a reality. The
challenges are profoundly critical both for banks that offer online banking, yet in addition for
their customers, who rely upon the banks to work viably. Online banking advertisers need to
know these challenges so they can effectively explore them. As customers have made the shift to
digital and organizations have begun expanding their ecommerce capacities, the craving for
completely virtual, contactless banking arrangements will keep on expanding. It has been
analysed that with the increase in online banking practices there has been increase in fraud cased
also. Fraudsters go after helpless protection propensities with respect to the client. Issues like
powerless passwords and utilizing unstable organizations make individuals helpless against
online assaults, as login accreditation burglary and phishing, which could bring about deceitful
bank exchanges. Due to this it could be consider that online banking area need to zero in on
showing and clarifying the security of their online bank systems, yet additionally instruct
customers on the best way to be more honest online by further developing their protection and
security propensities. It has been determined that challenges and issues that are associated with
online banking will lead to have major impact overall practices of business System stability and
productivity can influence your capacity to get to your records in the event that your web is
eased back or halted completely. Essentially, regardless of how complex the tech, bank servers
are as yet inclined to both deliberate and unintentional vacation. The benefits of having an
individual relationship with your bank are regularly neglected, as exploring challenging banking
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situations can frequently be made simpler by the contribution of financiers. It has been analysed
that having an in person banking relationship can assist customers with looking at their choices
and observe arrangements customized to their necessities, something which is not as effectively
reachable through self-administration. The development of online banking has made contribution
banking administrations considerably more agreeable. It has given speed and comfort to the
customers. A distant memory are those days where customers needed to head to the banks and
remain in the line just to check their record balance or put aside instalments. It has been analysed
that customers today approach many choices when concluding who will really focus on their
cash, and establishments go after customers by offering lower fees, higher returns, and new
computerized services. In any case, frequently clients do not understand that their online
propensities might be putting them in danger. Framework strength and effectiveness can
influence your capacity to get to your records assuming your web is eased back or halted
altogether. Additionally, regardless of how sophisticated the tech, bank servers are as yet
inclined to both deliberate and incidental vacation. It is essential for company to develop
effective and accurate strategy which is helpful for dealing with the issues as well as enhancing
overall practices of business. Through this it has been identified that issues and problems related
to online banking practices will lead to affect over the image of organisation. due to these issues
customers will not be able to trust online banking platforms and they will consider traditional
method of banking practices.
CHAPTER 3 RESEARCH METHODOLOGY
Respective chapter tends towards including information related to various methods and
techniques that are utilised for considering a study. Moreover, this also tends to assists
investigator in conducting the research study in systematised way as well as attains research
objectives. Additionally, this is the vital part of research as with aids of several methodologies,
scholar would able to perform research appropriately and effectively. Research Methodology is
explain as a systematized process which is applied through researcher for identifying, analyzing
and interpreting information related to chosen topic. So, various research methods and
approaches that can be used by researcher are described below:
Research approach: Research approach is utilised for testing the validity of study which is
formed. Additionally, there are mainly two forms of inductive and deductive approach.
Deductive approach is utilised when information is into the kind of quantity as well as inductive
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approach is utilised when research nature is qualitative. For this study, deductive approach is
consider as it is effective for testing the existent theory and hypothesis validity which is develop
before the information is accumulated and inductive is applied when new theories are to be
formed.
Research strategy: There are various strategy which may be utilised through scholar for
accumulating the information from the customers. Few of them are case study, survey, literature
review and many more. Additionally, case study is chosen when relations among information are
to be obtain and others. Survey is used when information required to be acquiring from activities
as well as circumstances by utilization of questionnaires and interview. So, for respective study,
survey strategy is applied as information which would be obtained might be open and close
ended so that deep investigation could be done as well as huge part of individuals may be chosen
at individual period.
Research choice: This is known to ne that portion of onion framework that is utilised to monitor
what forms of data required to be selected. It essentially have three method that are mono
method, mixed method and multi method all these would help researcher to choice one which is
useful for particular investigation. Mono method is utilised when single information might be
selected which is neither qualitative nor quantitative. Multi method is utilised when both form of
information is to be gathered. In addition to this, mixed method is applied when two or more
kind of information of accumulated. Based upon the respective study, researcher used the mixed
method as data collection might be of both kinds which is qualitative and quantitative.
Research design
It is the framework that is utilised through investigator to choose the techniques as well as
methods which would be choosing for accomplishing the study. Descriptive, exploratory and
experimental are mainly three forms of research design. Additionally descriptive research design
is the method which study is variable in quantitative manner. Experimental is utilised when there
are two or more variables. In addition to this, explanatory is applied when variables are not been
investigate before as well as the research is quantitative in nature. For respective investigation,
investigator chose the experimental research design so that both quality as well as quantitative
information may be researched in effective and appropriate way.
Time horizon: This is undertaken as the framework that is utilised to understands the aspect sof
period for accumulating the information. Moreover, cross section as well as longitudinal are
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mainly of two forms of time horizon. Cross sectional data kinds are utilised when data is to be
obtain at singular period as well as longitudinal is applied when information is to be gathered
again and again. For respective study, investigator might opt the cross sectional time horizon as
this would assist them to gained information at singular point of period as well as at short time
duration.
Data collection: This is considered as the technique which is utilised for accumulating the data
from various sources so that effective information related to chosen topic may be obtained.
Moreover, primary as well as secondary are mainly two forms of sources that are to be used for
gaining information. Primary data source is utilised when investigator desire to obtain
information for the initial time and also is fresh. It is the forms of information is not earlier used
as well as freshly accumulated from several sources such as through fill up the questionnaires,
conducting interviews and others. In addition to this, secondary sources of data may be gained
from several channel such as journals, books, magazines and so on. Based upon the current
study, the forms of information which is to be accumulated is primary data as researcher desires
fresh information so that research gaps may be identified among past and present study formed
upon topic as well as research instrument which is utilised through them would be
questionnaires.
Sampling: Sampling is regarded as the technique that is utilised for choosing the respondents
from overall population of world. Moreover, there are mainly two forms of sampling technique
which is probability sampling and non probability sampling. Probability sampling is utilised
when participants obtain equal and fair chances for selection. Non probability sampling states
that there are not any fair possibilities of being chosen as well as are selects based on bias. For
this study, researcher used probability sampling and also within that random sampling is chosen
so that every respondent obtains the fair chances of getting selected. The present sample size will
be 30respondents which might be the staff of HSBC bank holdings.
Data analysis: Data analysis is undertaken as the part of research methodology that is utilised
for evaluating information related to the chosen research topic. Moreover, it is of two kinds
thematic and frequency distribution method to evaluate the data. Additionally, frequency
distribution is applied when information is into the form of numbers and is depends upon
quantitative method. In addition to this, analyzing this forms of information is quite simple as
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well as reliability may be made upon this. For this study, researcher chooses the frequency
distribution analysis as this provides valid results.
Research ethics: While doing the study as well as accumulating the information there are few
values and ethics which are required to be followed through researcher so that it cannot able to
harm any individuals emotions and feelings. Additionally, there are specific values, morale,
norms and others are developed for preparing the investigation so that transparency as well as
validity may be manager. In addition to this, investigator have to comply this so that society do
not get harm few of the ethics required to be followed through them are integrity, openness,
honesty, objectivity regards to intellectual property and others.
Research limitation: While conducting the study, there are various limitations which are being
faced through investigator few of them are lack of understanding regarding topic, the cost
incurred was higher, they have limited resources so that effectual information may be obtain
without any difficulties as well as lack of openness. So, one of the key limitations is data
collection process.
Questionnaire
Questionnaire
Name –
Age –
Contact number –
1. Do you have understanding regarding the concept of customer experiences?
 Yes
 No
2. As per your views what are the crucial components of customer experiences?
 Discovery
 Engage
 Deliver
 All of the above
3. Do you feel that the online banking platforms will lead to impact in order to improve
customers banking experiences in London?
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 Agree
 Disagree
4. What are the significance of the customer experiences in order to improve and enhance
performance of organisation dealing in banking sector?
 Improve customer satisfaction level
 Increase customer retention
 Gain competitive advantage
 Increase sales and profitability
 All of the above
5. According to your views what is the influence of online banking platforms for improving
customers experiences over traditional banking platforms in UK market area?
 Better customer services
 High quality products and services
 Meeting demand of customers
 All of the above
6. As per your views what are the issues that are related to online banking platforms as well
as its affect on business practices?
 Increase in cyber attacks
 Lack of security and safety
 Leaking of data
 All of the above
7. According to you what are the effective strategies that needs to be consider by
organisation dealing in banking sector with the motive of increasing customer
satisfaction?
 Establish quality relationship
 Digital contact
 Effective marketing
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