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Essay / Research Paper Abstract
This is a 3 page paper that provides an overview of online banking. The link between online banking and customer satisfaction is explored in a literature review. Bibliography lists 20 sources.
Page Count:
3 pages (~225 words per page)
File: KW60_KFres005.doc
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Unformatted sample text from the term paper:
to directly complete by means of strategic innovation (as the core product cannot really be altered too extensively). However, with the advent of the internet and online shopping, many have
come to demand the availability of online banking that is accessible 24 hours a day, 7 days a week. This represented a key opportunity for banks to gain a competitive
advantage by implementing the popular new feature, but of course, in an industry that deals with sensitive information and high liability such as banking, other considerations must be made. Organizations
must not only implement online banking, but must strive to do so in a manner that ensures the security of customers private data as well. In some cases, it may
not be advisable to implement online services at all, unless it is established that doing so truly does positively affect customer satisfaction. The purpose of this research is to
examine the impact of online banking on self-reported customer satisfaction, as well as the influence, if any, exerted by socio-demographic factors such as gender. To make such a determination, the
research will make use of a quantitative survey instrument to assess the satisfaction of both male and female online banking customers, after which the responses will be subjected to statistical
analysis to test the following hypotheses. The primary hypothesis of this study is that "there is no relationship between banking innovation and customer satisfaction, and gender does not moderate
this link". The alternative hypothesis is "there is a relationship between banking innovation and customer satisfaction, and gender does not moderate this link". The survey instrument will include items related
directly to customer satisfaction and trust, such as "I trust online banks as much as I trust traditional banks" and "I prefer to bank at traditional banks rather than online
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