Electronic Banking is one of the tools that facilitate banking transactions in a person's life. Nowadays, the banking system is not the same. Manifestative reactions from clients due to queuing time have provided a new dimension in the banking sector. The introduction of E-banking made customers feel at a state of ease whch provides customers to touch their accounts at home or in any other part of the world. In Mauritius, the MCB, Barclays and HSBC banks provide e-banking services to its customers. The aims and objectives of the research is to understand the population of Mauritius concerning e-banking. The amount of persons using e-banking services and amount of person who are not willing to use the service forms part of the aims and objectives of the study, Through the survey, we will be provided the reasons for the decline in e-banking adoption in Mauritius and try to guess the future of Electronic Banking in Mauritius. However, there are many problems associated with the service such as security issues, technical problems and so on which has been an encouragement to conduct this study. Quantitative method is being adopted to carry out the survey. Primary and secondary data also forms part of the survey. For primary data collection, questionnaires are being provided to respondents. The sample size is 2491 but the target population is 1000 due to time constraints. The questionnaires will be distributed by 6 persons from the group, that is 150 questionnaires each. From the responses, we will determine the amount of satisfaction and dissatisfaction from the service, how many people are aware of the service and how banks can improve its services to achieve more customers. This research will enable us to have an overall view of factors that affect E-banking in Mauritius and provide solution to make E-banking services reachable to more people. Hence, the purpose of the research is to obtain the impact of customer satisfaction towards E-banking.
Electronic banking is among the latest technology which contributes to the future of banking. The term electronic banking refers to any banking activity accessed by electronic means. It includes Automated Teller Machines (ATM), automated call centers, digital cash, internet banking, PC banking, telephone based banking and many more. These channels of delivery can be used for presenting and paying bills, buying and selling securities, transferring funds, and providing other financial products and services (Gup, 2003).
Internet access and a web browser software is a must to access e-banking services. Customers accounts and transactions made are stored in a database. The web server interacts with customers online and deliver them information through the internet. There are many web application programs that are used to interact with the database to fulfill customers requests.
E-banking is a service offered 24 hours and 7 days a week anywhere in the world. The service is quicker and more reliable and can facilitate large dollar transfers. Equally important, E-banking is a worldwide experience and helps banks to provide better services at much higher standards. Moreover, its services are not only to provide competitive advantage but also to provide a relatively improved relationship with customers.
In Mauritius, banks that provide E-Banking services are The Mauritius Commercial Bank Ltd, Barclays and HSBC.
Electronic banking has reduced the impact of customers waiting in long queue to be served personally in banks. Banks in return find them to operate more efficiently when customers make their transactions personally rather than dealing with branch representatives. Hence, services allowed through the internet permit users to access their accounts anywhere around the clock. E-banking is more advantageous to working people who do not have time to come personally banks and deal with representatives for transactions. Electronic banking is secured and prevents unauthorized access and safeguard of integrity of data.
However, although Electronic banking is flourishing in the world, some risks are also associated with it. Risks may become apparent when a bank does not educate its customers properly about security precautions. In Mauritius, to remain vigilant about these types of risks, the Bank of Mauritius ensures that banks have in place adequate systems to measure, categorize and manage the various types of risk to which they are exposed. Thus, it is an appropriate tool to perform transactions quickly.
The problem about e-banking is that there are many people in Mauritius who are not aware of this service. There are people who are acquainted to this but are hesitated to put it into practice The reasons are because they are not comfortable with computers and internet and finds it difficult to use e-banking. For some people, it is very difficult to trust a mechanized system and that too in cases of financial matters. Some people finds e-banking to be a stress as they becomes easily worried if a particular transaction has gone wrong, such as clicking a wrong button or another simple mistake. Technical difficulties and connectivity problems are another main concerns of customers.
Hence, the purpose of this study is to analyze the impact of customer satisfaction towards Electronic Banking and what are the real problems associated the service.
Aims and Objectives
Our aim in conducting this study is to outline how many people in Mauritius who are using Electronic Banking are satisfied with the service and what are the factors that affect customer satisfaction.
The objectives of the study are:
To understand the attractiveness and inconvenience of E-banking services
To know the level of the usage of E-banking in Mauritius.
To show how customer satisfaction can promote E banking services by itself
to determine the factors that can influence customers concerning online banking
For this research, quantitative methods of collecting data will be used. Quantitative research is used to measure how many people feel, think or act in a particular way (DJS Research Ltd).
For this research convenience sampling will be put into practice. Convenience sampling is a non probability method of collecting data. This method chooses randomly. Since our team do not have much time to conduct the survey, convenience sampling is ideal.
Advantages of using convenience sampling for the study include it is easy to carry out with few rules determining how the sample should be collected. It is also an inexpensive way of collecting sufficient members.
Since, we are targeting the whole population in Mauritius who have a bank account, we can collect a sufficient amount of members. The adult population in Mauritius is 1243085. To find the confidence interval, we are assuming a confidence level of 95% and sample size of 2491 which gives a confidence interval of 1.96. To determine the sample size, we use the confidence level of 1.96, confidence level of 95% and population of which gives a sample size of 2491 people.
The study is based on both primary and secondary data. For the primary data collection, questionnaires are being used. Since, the assumption of the sample size is 2491 people and due to time constraints, the team will be targeting only 1000 of the population. We have a group of six, so each one of us will target 150 respondents in each region of Mauritius.
Benefits of the research
The purpose of this study is to target sufficient e-banking customers. The study intends to provide suitable data to achieve an appropriate solution to the problem of the study. Moreover, it intends to acquire the appropriate information to achieve a good conclusion and recommendation. Most banks have switched in convenience ways in accessing accounts of customers and providing them the freedom to easily formulate transactions that are in their favour. Through the survey, we will be able to achieve how many customers are satisfied and not satisfied with the service. We will get an overview about factors that are encouraging and discouraging customers to use the service. Moreover, we will be able to understand the future of e-banking in Mauritius, that is, whether E-banking is going to be more usable by customers in the oncoming years or it is on the verge of getting extinct. The study will permit banks to lessen the problems associated with e-banking services which are hesitating certain customers to use it. The use of questionnaires will enable the targeted population to vent out their opinions on the service which will help to promote E-Banking in Mauritius considering the constraints that are preventing the service to flourish. Moreover, the survey will help to understand the factors that encourage customers to use the service and in order to promote the service to more customers, banks in Mauritius may investigate more on how to make the service more convenient and reachable. The study will also be helpful to researchers who intend to establish their own way of proceeding with the survey. Another importance of this study is that researchers may be able to gather information from this study to focus on the impact of customer satisfaction on E-Banking in Mauritius.
Time Plan-Gantt Chart
Time Plan using Gantt Chart
Determine sample size
Collection of data
Analysis of data, results and discussions
Format report for submission
Print,bind and submit
The course of the study is for fifteen weeks and the proceeding of the study is demonstrated by the time plan which is a Gantt Chart. The purpose of the chart is to break large pieces of work into smaller tasks. The chart shows when each task begins and the amount of time it takes. It provides a quick overview of the research process.
The budget analysis include expenses made during the research which include printing of questionnaires, the cost of travelling and the binding of the questionnaires and research proposal.
The budget helps to understand the resources used during the research.