Business decision making

Business decision making

Contents














1           Introduction

The importance of online banking service quality is increasing day by day which has created a necessity of examining the online service quality of Barclays to evaluate the online customer satisfaction based on online service quality provided by Barclays.  There is no any specific yardstick to evaluate online banking service quality (Cox and Dale, 2001). Taking into the consideration of these constraints this task intends to evaluate online banking service quality of Barclays by evaluating different service quality dimensions.

1.1         Data collection

For completing this task both primary and secondary data is required. A sample survey on the online service quality of Barclays is conducted for collecting primary data. The dimensions are efficiency, fulfillment, system availability, privacy, assurance, site aesthetics, responsiveness and contact. This survey is conducted in the different branches of Barclays bank to find out the online service quality of Barclays.  Responses are collected as seven point Likert scales which is one-dimensional psychometric scale widely used to categorize the responses in a survey (social research method, 2006). Likert pints are as follows;
Secondary data is required for designing theoretical model. Secondary data is collected from different papers and e-libraries of different renowned universities. Some data also collected from real libraries where the author has membership.

1.2          Sampling method & Sample Selection

A sample of 25 online banking customers is selected randomly for collecting primary data and for this purpose the author has visited different branches of the Barclays in London.  Sampling indicates that everyone in a population has equal chance of selection. Simple random sampling is used as it permits to use statistical methods to examine sample results (Frerichs, 2008).  Customer surveyed are with the age of 18 to 50 because people with this age limit are kept them up to date and are expert to use the online banking service. The customers within that age limit are also capable to evaluate the questions about the service quality provide by Barclays and rank the question based on their evaluation.

1.3         Question Schedule

Please give the rank for the following statements if you are online banking customer of Barclays
Questionnaire on the online service quality of Barclays

Please provide information about perceived quality of online banking services comparing with your expectations based on your experiences as a customer of Barclays. Please circle the number of your choice.

Service quality exceeds expectations
Service quality matches expectations
Service quality does not matches expectations
7
6
5
4
3
2
1
Left-Right Arrow:            ZONE OF TOLERANCE


Q
(ques-
tions)
Variables
Scale explanation
Q.01
Website of the bank is easily accessible
7
6
5
4
3
2
1
Q.02
All essential contents are available on the site
7
6
5
4
3
2
1
Q.03
Barclays maitains its promised commitment to online cusemers
7
6
5
4
3
2
1
Q.04
Bank provid quick safe and accurate onlline transaction
7
6
5
4
3
2
1
Q.5
Launching, loading and execution of site is quick and proper
7
6
5
4
3
2
1
Q.6
Privacy of personal information is maintained properly
7
6
5
4
3
2
1
Q.7
I have confidence & trust on Barclays service
7
6
5
4
3
2
1
Q.8
The web design is visually attractive
7
6
5
4
3
2
1
Q.9
Barclays provide immediate response to customer request and querry.
1
2
3
4
5
6
7
Q.10
The bank has enough online customer care delegate
7
6
5
4
3
2
1

2           Collected Data:

Survey data is collected and entered in SPSS statistical software for the purpose of summarizing and analyzing. Following table represent the data of ten questions asked to 25 online customers of Barclays.
Respondent
Q.1
Q.2
Q.3
Q.4
Q.5
Q.6
Q.7
Q.8
Q.9
Q.10
1
5
5
6
5
5
7
7
3
4
5
2
2
3
5
4
4
5
5
5
5
3
3
5
4
6
6
4
6
7
7
5
5
4
5
6
5
5
5
6
6
4
5
5
5
6
5
5
6
5
7
7
7
5
5
6
6
4
7
5
5
4
4
5
4
4
7
6
4
6
6
6
6
6
6
7
6
8
5
6
4
7
6
7
7
5
7
7
9
4
3
5
4
2
5
5
4
5
7
10
7
5
5
6
5
6
7
7
5
7
11
5
6
7
5
6
7
7
4
6
7
12
6
6
7
5
5
6
6
4
6
6
13
5
4
6
4
3
5
5
5
4
6
14
4
2
5
1
1
3
3
1
4
3
15
4
3
5
4
2
3
3
3
3
5
16
7
6
7
5
6
6
6
5
7
7
17
5
5
6
7
5
5
4
4
4
6
18
6
7
7
5
6
6
6
5
6
6
19
5
5
6
7
5
7
7
5
6
6
20
6
7
6
5
5
7
6
6
6
7
21
7
4
7
6
5
6
5
5
7
5
22
3
2
5
3
3
3
6
3
4
4
23
6
5
6
5
5
6
7
6
6
7
24
5
5
7
7
6
7
6
5
6
6
25
7
5
6
5
5
5
5
4
6
7

 

2.1         Analyzing Data:

In the first question respondent are asked whether  the site of the bank is easily accessible. 8 percent respondent answered blow the zone of tolerance and 80 percent customers that sit is easily accessible . The next statemtment is about all essential contents’ available on the site. 20 percent respondent answered blow the zone of tolerance and 60 percent customers responded positvily. Third statement is regarding Barclays’ maitainance of promised commitment to online cusemers. No respondent answered blow the zone of tolerance and 96 percent customers responded tha bank keeps promised commitment . Forth statement is about bank’s provisison of quick, safe and accurate onlline transaction. 8 percent respondent answered blow the zone of tolerance and 76 percent customers responded that bank serve quick and accurate transaction. Fifth statemetn is regarding launching, loading and execution of site is quick and proper. 20 percent respondent answered blow the zone of tolerance and 72 percent customers responded that site is loaded and executed quickly.

Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q8

F
VP
CP
VP
CP
VP
CP
VP
CP
VP
CP
VP
CP
VP
CP
VP
CP
VP
CP
VP
CP
1






4
4
4
4




4
4




2
4
4
8
8




8
12










3
4
8
12
20


4
8
8
20
12
12
8
8
12
16
4
4
8
8
4
12
20
20
40
4
4
16
24
8
28
4
16
8
16
24
40
24
28
8
16
5
36
56
32
72
32
36
40
64
48
76
20
36
20
36
36
76
24
52
24
40
6
28
84
20
92
36
72
20
84
24
100
36
72
32
68
12
88
32
84
28
68
7
16
100
8
100
28

16
100


28
100
32
100
12
100
16
100
32
100






















Q.1
Q.2
Q.3
Q.4
Q.5
Q.6
Q.7
Q.8
Q.9
Q.10
25 quartile
5
4
5
4
4
5
5
4
4
5
50 quartile
5
5
6
5
5
6
6
5
5
6
75 quartile
6
6
7
6
5.5
7
7
5.5
6
7
F= Frequency
VP= Valid Percent
CP= Cumulative Perce

Sixth statement is about maintaining privacy of personal information properly. 12 percent respondent answered blow the zone of tolerance and 84 percent customers responded positvily. Seventh question is asked wheather customer have confidence & trust on Barclays service. 8 percent respondent answered blow the zone of tolerance and 84 percent customers responded that they have trust on bank’s service. Eithth satement is regardig  the visually attractiveness of web design. 16 percent respondent answered blow the zone of tolerance and 60 percent customers responded positvily. Nineth question is regardign the Barclays provision of immediate response to customer request and querry. 4 percent respondent answered blow the zone of tolerance and 72 percent customers responded that bank provide immediate response. The last question is asked whether the bank has enough online customer care delegate. 8 percent respondent answered blow the zone of tolerance and 84 percent customers responded positvily.

2.2         Summarizing Data

From the data aforementioned mean, median and mod is calculated. Mean which is also called average can be calculated by summing all data and dividing that sum by number of data. Median is the middle vale of data and mode is value that occurs most often in a given data set. The following table shows the mean, median and mode of ten question responded by twenty five respondent
In the first question respondent are asked whether  the site of the bank is easily accessible. The mean responses of this question is 5.28 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 5 which is the middle value of the responses. Mod of responses is 5 which indicates that majority of respondent are somowhat agreed that Barclays website is easily accessible. Second statemtment is asked whether all essential contents are available on the site. The mean responses of this question is 4.68 which idicate that average custiomers are indifferent with the statement. The median of the responses of this question is 5 which is the middle value of the responses. Mod of responses is 5 which indicates that majority of respondent are somowhat agreed that Barclays website contains esseential contents. Thir statement is regarding Barclays’ maitainance of promised commitment to online cusemers. The mean responses of this question is 5.88 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 6 which is the middle value of the responses. Mod of responses is 6 which indicates that majority of respondent are agreed that Barclays maitaints promised commitemtn to customers. Forth statement is about bank’s provisison of quick, safe and accurate onlline transaction. The mean responses of this question is 5.12 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 5 which is the middle value of the responses. Mod of responses is 5 which indicates that majority of respondent are somowhat agreed that the bank provide quick, safe and accurate tranisaction.
Statistics
Q.1
Q.2
Q.3
Q.4
Q.5
Q.6
Q.7
Q.8
Q.9
Q.10
Mean
5.28
4.68
5.88
5.12
4.60
5.64
5.72
4.72
5.32
5.68
Median
5
5
6
5
5
6
6
5
5
6
Mode
5
5
6
5
5
6
6
5
6
7

Fifth statemetn is regarding launching, loading and execution of site is quick and proper. The mean responses of this question is 4.6 which idicate that average custiomers are indifferent with the statement. The median of the responses of this question is 5 which is the middle value of the responses. Mod of responses is 5 which indicates that majority of respondent are somowhat agreed that Barclays website is loaded and executed easily. Sixth statement is about maintaining privacy of personal information properly. The mean responses of this question is 5.64 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 6 which is the middle value of the responses. Mod of responses is 6 which indicates that majority of respondent are agreed that Barclays website maintains privacy. Seventh question is asked wheather customer have confidence & trust on Barclays service. The mean responses of this question is 5.72 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 6 which is the middle value of the responses. Mod of responses is 6 which indicates that majority of respondent are agreed that customers have trust on bank. Eithth satement is regardig  the visually attractiveness of web design. The mean responses of this question is 4.72 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 5 which is the middle value of the responses. Mod of responses is 5 which indicates that majority of respondent are somowhat agreed that Barclays website is visually attractive. Nineth question is regardign the Barclays provision of immediate response to customer request and querry. The mean responses of this question is 5.32 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 5 which is the middle value of the responses. Mod of responses is 6 which indicates that majority of respondent are somowhat agreed that Barclays provide immediate response to customers. The last question is asked whether the bank has enough online customer care delegate. The mean responses of this question is 5.68 which idicate that average custiomers are somewhat agreed with the statement. The median of the responses of this question is 6 which is the middle value of the responses. Mod of responses is 7 which indicates that majority of respondent are somowhat agreed that Barclays has egough online customer care deligate.

3           Producing information

3.1         Findings

Majority of the respondents express  that site of the bank is easily accessible and average customer are somewwhat satisfied.80 percent customers think that site is easily accessible. Most of the customers express contents are available on the site and average customer are indifferent. 60 percent customers believe about the availability of contents. Majority of the customers view tha Barclays’ maitainance of promised commitment to online cusemers and average customer are somewwhat satisfied. 96 percent customers think that bank maintain commitment.

This is found that most of the respondents express bank’s provisison of quick, safe and accurate onlline transaction and average customer are somewwhat satisfied. 76 percent customers believe about the bank’s safe and accurate transaction. Majority of the customers express launching, loading and execution of site is quick and proper and average customer are indifferent. 72 percent customers judge that site is loaded and executed quickly. Most of the respondents express maintaining privacy of personal information properly and average customer are somewwhat satisfied. 84 percent customers consider that bank maintain privacy of personal information. Majority of the r customers express customer have confidence & trust on Barclays service and average customer somewwhat satisfied. 84 percent customers have confidence and trust on service.
This is also found that most of the respondents express regardig  the visually attractiveness of web design. and average customer are indifferent. 60 percent customers feel visual attractiveness of bank. Majority of the customers express provision of immediate response to customer request and querry. and average customer somewwhat satisfied. 72 percent customers that bank provide immediate response to customer request. Most of the respondents express whether the bank has enough online customer care delegate and average customer somewwhat satisfied. 84 percent customers assume that bank has enough online customer care delegate.

3.2         Conclusion:

This work analyzes and examines efficiency, fulfillment, system availability, privacy, assurance, site aesthetics, responsiveness and contact of Barclays bank in London. The site of the bank is easily accessible. All essential contents are available on the site but significat number of people think that there is some lackage of information. So more necessary informa shoud be added. Barclays highly maitainance of promised commitment to online cusemers. The bank also provide of quick, safe and accurate onlline transaction properly and launching, loading and execution of site is quick and appropriate. Bank highly maintains privacy of personal information properly and the customer have confidence & trust on Barclays service.The web design of bank is visually attractive but significat respondent has complain on the visual attractiveness of  website. So website should be more attractive and bank should work for increasing visual attractiveness. Barclays provide immediate response to customer request and querry and bank has enough online customer care delegate

4           Making  decisions

4.1         Information processing tools

Information processing tools are tools used for retrieval, acquisition, display, recording, organization, and broadcasting of information. Today the word typically indicates to computer-based operations. Information processing consists of searching and retrieving information, using software to use it into a standard form, and production of data (Encyclopedia2.thefreedictionary.com, 2012) 
The information processing tolls used in this task are search engine such as Google, software such as SPSS, Ms- Word and Ms- Excel, websites, e-libraries and browser.

4.2         Project plan

Following is the is the three years’ project plan of Barclays for opening online banking branch.
http://s2.generationcp.org/pdg/wp-content/uploads/2008/01/4project-planning_critical-path.JPG

4.3         Financial tools for decision making

Cost/Benefit Analysis (CBA)
Cost–benefit analysis is a systematic process which is used calculating and comparing benefits and costs of a project. The main two purposes cost benefit analysis are justifying sound investment decision and examining basis for comparing project (dot.ca.gov, 2012).

Return on Investment (ROI): 
ROI is a performance measure which is used to examine the efficiency of an investment or to evaluate the effectiveness of a number of special investments. The return of an investment is divided by the cost of the investment to calculate ROI where the result is expressed as a percentage or as a ratio (Investopedia.com, 2012) 
Total Cost of Ownership (TCO)
Total Cost of Ownership is a computation designed to assist people to take more informed economic decisions. TCO looks at the complete cost from purchase to disposal rather than just looking at the purchase price of an object. It adds to the initial purchase price and other costs expected to be incurred throughout the life of the product, such as service, insurance and repair (management.about.com ,2012).





5           References:

Frerichs, R.R. (2008) Rapid Surveys. [online] Available at: www.ph.ucla.edu/epi/rapidsurveys/RScourse/RSbook_ch3.pdf [Accessed: 26 April 2012].
Encyclopedia2.thefreedictionary.com (2012) information processing definition of information processing in the Free Online Encyclopedia.. [online] Available at: http://encyclopedia2.thefreedictionary.com/information+processing [Accessed: 26 Apr 2012].
Investopedia.com (2012) Return On Investment (ROI) Definition | Investopedia. [online] Available at: http://www.investopedia.com/terms/r/returnoninvestment.asp#axzz1t5spCGn6 [Accessed: 26 Apr 2012].
management.about.com (2012) Industrial Productivity: Empowering you to accomplish more [online] Available at: http://management.about.com/od/money/a/TCO. htm [Accessed: 26 Apr 2012].
Cox, J., & Dale, B.G. (2001). Service quality and e-commerce: an exploratory analysis. Managing Service Quality, Vol. 11, No.2, pp. 121-131.
socialresearchmethods (2006) Likert Scaling. [online] Available at www.socialresearchmethods.net › Home › Measurement › Scaling [Accessed: 26 Apr 2012].


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