This 4 page paper is based on a paper supplied by the student, adapting a research proposal to assess the satisfaction level of online banking customers with a problem statement and identification of research variables and influences. The bibliography cites 6 sources. The bibliography cites 6 sources.
Name of Research Paper File: TS14_TEonlinesat.doc
Unformatted Sample Text from the Research Paper:
transactions, with the banking system not only providing the ability to make and receive payments, but also with the provision of liquidity through the creation of credit (Howells and Bain,
2007). In recent years banks have been faced with a number of challenges, including the global recession and the development of new technology, at the same time ad being driven
into the provision of online banking services despite their relevant lack of knowledge in this area compared with traditional banking (Wang et al, 2003). The aim of this research proposal
is to increase understanding of internet banking by examining the way that customer satisfaction is moderated by dimorphic factors such as gender, age, education and occupation. Problem Statement
The traditional banking relationship is service based, with transaction taking place in a personal face to face environment; with a customer directly interacting with
the cashier or teller, this type of interaction and the repeated experience has been key in the development of customer relationships and long term loyalty (Morgan and Hunt, 1994).
This has provided ways for banks to develop relationships and differentiate themselves from their competition (Morgan and Hunt, 1994). The problem faced by the banking industry has been the
shift towards the online environment supported by technological developments, impacting on consumer perceptions and practices. Consumers have traversed a rapid adoption process for online shopping; this has also been accompanied
by demand for consumer banking services to be available online 24 hours a day 7 days a week (Chaffy, 2007). However, although both shopping and banking may be impacted by
concerns over aspects such as privacy and security the personal nature of banking resulted in this transition being slower, with higher levels of concern remaining on the part of the