Reference no: EM132639001 , Length: 10 slides

Require a VIVA presentation on same, of around 10+ slides.

You need to Prepare presentation on Influencing factors for the adaptation of Internet Banking Application

Research Title
An impact assessment of service quality on the level of customer satisfaction and customer loyalty - a study on retail banking sector in Colombo 04 and Colombo 06 administrative divisions.

Research Question
How does perceived service quality influence customer satisfaction and loyalty towards retail banking?

Research Objectives

Primary Objectives
To determine the key elements of service quality dimensions of the retails banking sector
To assess the relative importance of different service quality dimensions in determining customer satisfaction and loyalty

Secondary Objectives
To recommend some key policy options to improve customer satisfaction in retail banking sector.
Evaluate the levels of customer satisfaction in the retail banking sector

Data Analysis
The Research work Quantitative method was employed using self administrative questionnaire.

The questionnaires were distributed amongst 245 randomly picked personal banking customers in the Colombo 04 and 06 administrative areas.

Collected responses were analyzed using Microsoft Office Excel 2010 using formulations

Descriptive Statistics was used in order evaluate and analyze the importance of Service Quality Dimension and perception of the customers using average mean and standard deviation methodologies.

Correlation analysis was carried out to evaluate the relationship between the Service Quality Dimensions and customer satisfaction

Relationship amongst customer satisfaction and loyalty was assessed by using correlation analysis.

Attachment:- presentation format.rar