Investigation of online service quality of HSBC, with regard to customer satisfaction
Case study based on HSBC Bank (UK)
BY
Nishar chozhivalappil
1092227422616
Dissertation submitted in fulfillment of the requirements for the degree in master of business administration at
University of wales
Student Name :
Date :
-------------------------------------------------
ABSTRACT
The theoretical methodology adopted in this research study has been developed according to an existing methodology which was designed in measuring the quality of online services offered by the HSBC bank. Mathematical analysis has been conducted on the basis of experiential data which has been collected via quantitative research techniques along with
…show more content…
1:Data sources selection for the Literature Review 3 Figure 2. 2:Totasourceived Quality. 5 Figure 2. 3:perceived e-SQ Dimensions 11 Figure 2. : :E-S-QUAL Dimensions and Their Description 12 Figure 2.5 : eterminants of Customer Satisfaction 14 Figure 2. 6: Model for gauging the standard of real-time services in the banking sector 17
Figure 3.1: Outline of the Chapter Three 22 Figure 3.2: Snapshot of Overall Research Approach 23 Figure 3.3: Research Onion 24 Figure 3.4:Different type of Research Strategy for This Research 27 Figure 3. 5:Population and Sample 31
Figure 4. 1:Conceptual Framework of the Research 42 Figure 4. 2: Data Analytical Approaches 42 Figure 4. 3: Scale Explanation 43 Figure 4. 4:Validation Criteria for research 44 Figure 4. 5:Gender 44 Figure 4. 6:Age 45 Figure 4. 7:Number of years customer
The use, acceptance, adoption and application of internet technology to businesses to boast their performances are not something new. Saffu et al., (2008), states that there has been a significant increase in the use and application of e-commerce in businesses in the past decade. E-commerce has benefits such as reduction in costs, increased business opportunities, reduced lead time and providing more personalized service to the customers (Turban et al., 2008). Internet banking or e-banking is one of the many tools of e-commerce adopted by the banking industry. Tools of information technology such as internet banking have significantly improved the quality of services offered by the banking
BEING A RESEARCH PROJECT SUBMITTED TO THE DEPARTMENT OF ACCOUNTING, FACULTY OF MANAGEMENT SCIENCES, UNIVERSITY OF ABUJA, ABUJA, NIGERIA
A MANAGEMENT RESEARCH PROJECT PROPOSAL SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS OF MASTERS OF BUSINESS ADMINISTRATION DEGREE.
An Internship Report Presented in Partial Fulfillment Of the Requirements for the Degree Bachelor of Business Administration
An internship report submitted in partial fulfillment of the requirement for the Degree of Bachelor of Business Administration
* Español * العربية * Português * 日本語 * Deutsch Assignment Set- 1 Master of Business Administration-MBA Semester 1MB0038 –
A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF A DEGREE IN BUSINESS MANAGEMENT AT MASINDE MULIRO UNIVERSITY OF SCIENCE AND TECHNOLOGY
This project is a part of the Management of Business Administration course being taken up at School of Business, Galgotias University, Greater Noida.
A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULFILLMENT FOR THE REQUIREMENT FOR THE AWARD OF BACHELOR OF COMMERCE DEGREE, TO THE FACULTY OF ECONOMICS AND BUSINESS STUDIES.
Accepted in partial fulfillment of the requirements for the degree of Master of Business Administration (Business Management).
Additionally, Taylor and Todd, 1995, state that ease of use as an internal belief personally, should be examined depending on the experience, which should go through different measure path with perceived usefulness testing. For instant, people with zero experience may focus on ease of use firstly, contrarily; experienced users who already overcome the consideration of ease of use may pay more attention on usefulness. Moreover, user-friendly is one of the elements refers to e-adoption. Adoption of e-service is difference from e-commerce via online platform due to complexity and the objective of building long-term relationship between customers and organization (Feathermana and Pavloub, 2003).
Due to the intangibility of service quality, it is very difficult for a firm to know whether the consumers satisfy their service or not. Although it is difficult to measure service quality, it is still a development of a multiple-item scale for measuring service quality which is called SERVQUAL (Parasuraman et al. 1988). The SERVQUAL was developed originally based on the 10 potentially dimensions which revealed by Parasuraman et al. (1985) as access, courtesy, communication, tangibles, understanding/knowing the customer, responsiveness, reliability, security, competence, and credibility. But the final dimensions of the SERVQUAL are only five, tangibles, reliability, responsiveness, assurance, empathy (Parasuraman et al. 1988). As the five dimensions have some relationship with the difficult of measuring service quality. First one is the tangibles which include the physical facilities, equipment and appearance of personnel that will affect the service quality by the external environment. Reliability and the other three dimensions are all the internal effects which relate to the service producer him or herself. These four dimensions are more difficult to control than the external one which is tangibles. Both of the expectations of the consumer to the service and perceptions of the provider’s performance can be assessed by the SERVQUAL method (McAlexander
This report is the outcome of a research created with the purpose of determining what impacts on customers’ satisfaction and expectation of service, as well as to study the relationship between the service nature, service quality, service failure, service recovery strategies and service guarantee. Evidence of how effective the service quality measurement models, such as SERVQUAL and SERVPREF, is also shown. The focus of this research is to show the main components of services, how
Technology is developing so rapidly that it has started to affect different aspects of the society especially business. Online business was invented in 20th century in the UK and has quickly spread all over the world. With an increasing popularity of the online shopping, more and more retailers start to sell online, which makes the marketplace become more competitive. In order to be successful, it is important for the retailers to understand the most important factors that satisfy the customers when they purchase online. Once the level of the e-satisfaction increases, the purchase intention will increase and online retailers can gain more profit. Among all the factors that will potentially affect online satisfaction, the aim of this essay
The combined multi-attribute and Kano model provide some guidance regarding how service is perceived by bank customers in the mass affluent segment. There exists a substantial heterogeneity in customer perceptions of the service quality items (Strandberg et al., 2012). An alternative model presented by Gronroos (1990) emphasizes the functional (how), technical (what), and servicescape (where) dimensions. Gronroos (1990) includes the servicescape attributes in the functional dimension, while others (Bitner, 1992; Rust and Oliver, 1994) see the servicescape as a discrete dimension. According to Kang (2006), recent studies have attempted to include more items in models of perceived service quality, particularly items related to Gronroos’ dimensions (Strandberg et al., 2012). According to Kano et al. (1984) quality attributes can be divided into four distinct categories: taken-for-granteds, which produce dissatisfaction if they are performed unsatisfactory but will not result in increased satisfaction if they are performed above that level; proportionals, which produce more satisfaction the superior the performance and more dissatisfaction the poorer the performance; delighters, which creates satisfaction if they are performed but not necessarily in dissatisfaction if they are not performed; & neutrals, which are traits to which the customer is indifferent (Strandberg et al., 2012).