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HI6007 Business Research Report Proposal Assignment
"Role of innovation and technology in enhancing customer service in the banking sector of Australia"
As per the previous proposal stated on the role of digital innovation and technology in enhancing customer service in the banking sector of Australia it is understood that these technology plays a significant role in banking sector. Every sector and organization is adopting technology in there working. It has been observed that local branch office banking has transformed to mobile banking. With the innovation of smart phones, all the transactions such as deposit of money, paying bills and all the banking transaction can be smoothly performed. In current scenario, customers required smooth way to fulfil their work. One of the latest innovations in technology is mobile check deposit application that enables to scan the check by using smart phones and making deposit easily. Another merit is that visa frauds can easily be detected within seconds which helps in accessing to secured transactions. This sector has taken into account cloud computing, big data and cyber security to ensure customer satisfaction is undisturbed. Similarly video ATM is also popularized to hold conversation with their tellers remotely via video conferencing. Technology plays the key role in the current scenario. It is important for financial sector to more towards the advancement of technology as Australia has reached at a point of infliction and transferring there focus from production to service economy. It would act as protector as well as helps to gain liquidity in the economy. So through this proposal contribution of technology to enhance customer service can gain momentum. It is evident, that due to emerging technologies the Australian bank has to redesign their future by rigorously investing in banking services that are addressed to customers.
It is a particular section of economy that holds financial assets of others and investing those financial assets for the creation of wealth by putting that on leverage. These sectors are governed by government agencies.
According to Ragman, (2013), there is requirement in the improvement of banking sector of Australia. There are various changes that are imperative for the improvement of this sector. Such as changes required in monetary policy, consumer protection, overall integrity in the financial market, stability in the financial sector and lack of supervisory system in relation to payments (Rahman, 2013).
Similarly as per Zameer, et. al, (2015) it has been stated that Australian competition and consumer agency has taken initiative and responsibility to increase and improve market competition in relation to banking sector of the country. It has initiated to increase the level of satisfaction and welfare of the customers. Apart from this, many different schemes and policies are also negotiated and implemented like four pillar policy that helps to raise the situation of banking sector in the country. It should also be considered that Australian banking system has gone with sufficient changes in regards to the structural and technological framework. But banking sector has to make significant changes in utilizing the advancement in telecommunication and computed technology. There are various banks like commonwealth of Australia and national Australia bank that has gone under the changes in relation to technology acceptance model and diffusion technology to enhance customer satisfaction. It is also imperative to adopt the new innovations and technology for the enhancement of customer satisfaction (Zameer, et. al., 2015).
As per Bhat & Darzi, (2016), e-banking has gain great importance in the field of banking sector. But still there are myths that traditional customers are not fully accustomed to this new innovation and technology. With the increasing use of technology country prefer to use advance its working more efficiently and effectively by the use of it. Through this technology all the functions of banking sector may move on the advancement path. Bank service provides new ways to formulate the activity simultaneously providing the customer satisfaction. The core objective of banking sector is to develop new alternative distribution channels. Similarly as per Olterno opinion smart phones has made the work more easily and fast. Internet and personal computer also required to take into proper consideration. Electronic banking services are divided into three main part i.e. internet, home and mobile banking (Bhat & Darzi, 2016).
The system of behaviour is structured as per the theories prescribed for the analysis. The classic theory looks into the matter whether the theories are accepted by the customers. It is stated that there are certain factors that influences the use of internet and technology in the current banking sector. There are certain factors that influence the use of technology and adopting the same. There are various theories associated with it. Such as- innovation diffusion theory, theory of planned behaviour etc. According to innovation diffusion theory developed by Roger, consideration is always made regarding to the adoption of new technology in the traditional working. There are certain critical factors that are required to be considered are relative advantage, compatibility, trivability and observability. There is another theory i.e. decomposed theory of planned behaviour which states that intention to use the desired technology is subjected to attitude, subjective norm and control in behaviour. This theory was developed by Taylor and Todd. Other theories such as stated by Solow, that computer go everywhere apart from production statistics. Apart from that Roche, 2014 states that there is increase in profitability correlation between the innovation and technology and cost saving. There are differences in the empirical result attributed to the econometric and measurement methodology. There is also the heterogeneity in the banking sector. Banking industries provide higher diversification in providing customer services. Differential model relating to the market effects would help in the growth of banking sector (Roche, 2014).
With the help of research question a stipulated guide can be attain to study, determine and analyze the methodology to obtain the desired result. It also helps to analyze, inquire and guide to gain sufficient result. The research question framed for existing research is “to identify the extent to which the banking sector of Australia adopts innovation and technology to enhance customer service” (Farouk, et. al., 2016).
In relation to this, the hypothesis formed for existing research is as follows-
H0: The banking sector of Australia is progressing towards adopting latest technology for the enhancement of service to customers.
H1:The banking sector of Australia is not progressing towards adopting latest technology for the enhancement of service to customers (Farouk, et. al., 2016).
Research means search of information. It is also called as the art of scientific investigation. Methodology refers to the systematic and theoretical analysis in relation to the scientific study implied on a particular field. It is a process through which data and information are collected for conducting decisions relating to the business. it is a summarized form of all the key concepts relating to researches. Through the research design and methodology a particular understanding can be availed relating to the banking sector adopting innovation and technology. The researcher will be able to explore all the underlying facts and theory that are connected with the current issue (Mackey & Gass, 2015). For this purpose, an adequate research methodology is required to be taken into account. Basically there are two types of methodology or approach to be considered i.e. primary data collection approach and secondary data collection approach. Each approach has its own significance. The primary data collection approach means collection of all the data and information from all the available sources. In other words data collected directly from first hand source. There are different ways for collecting and gathering primary data from various sources. Data can be gathered from questionnaire, surveys, interviews, observations, focus groups and case studies. The secondary data collection approach refers to the second hand collection of data. These data are already gathered and collected from various sources and are supported by primary data researches such as internet searches, libraries, journals, publications, books, progress reports and many others related methods (Mackey & Gass, 2015).
Tools used for research
There are various tools used for the purpose of research. For progressing the result questionnaire was conducted through surveys to around 200 peoples. Similarly data was collected from the journals and internet research. Quantitative and qualitative approach was used by researcher. The quantitative tools give the knowledge about statistical and numerical data. And qualitative tools are used to provide complete knowledge about the data analyzed. In this approach there will be use of quantitative approach (Noble & Bestley, 2011).
A project plan
Week 1- week 6
Data are collected from various sources which enable to conclude the research.
Data collection and analysis report
Week 7- week 10
Data are collected from both primary and secondary sources to attain the desired result that can be showcased by graphs.
Final business research (capstone) thesis.
Week 11 - week 14
This is made by significantly analyzing all the data collected. Through this report a final conclusion will be attain.
Description of research process
Research was conducted on the basis of the questionnaire conducted by the researcher. All the data are collected and gathered by means of survey. And secondary data was gathered by analyzing the journals and internet research. A complete research plan was made for this purpose.
Process followed for conducting research is stated below-
Identifying the problem-It means that the problem is identified for the purpose of performing research. All the research is categorized on the basis of the problem only. In this report, problem is whether the banking sector is progressing in the way of towards adopting latest technology for the enhancement of service to customers (Gorard, 2013).
Review the literature-All the required literature is review and studied. All the data gathered for this purpose are fully analyzed. Through the review of literature a systematic knowledge can be attain for the purpose of research. In this research various theorist review are stated. Reviews of Rahman, (2013) are prime focus for this analysis. Along with views of Zameer, et. al, (2015) et al are also made into consideration (Gorard, 2013).
Problem clarification essential-Next step in this process is clarification of the problem. When all the data are reviewed it become essential to make the data clarified as per the requirement in the given research. If data are not clarified and identified then all research may not be able to be succeeded. So it become essential that problem is clarified properly and deeply. In this process required doubts should be clarified (Gorard, 2013).
Collection of data-All the data are required to be collected for the purpose of the research. A research can only be conducted if all the data are collected efficiently and effectively. In this research data are collected through the means of survey conducted by taking into account of questionnaire. All the data are collected from 200 people and get analysed with the use of sampling method (Creswell, 2014).
Evaluation of the process-After collecting the data from all the reasonable sources, it becomes essential to evaluate the data on each and every stage of research. Here in this research data is evaluated on the basis of questionnaire conducted through survey (Yin, 2014).
Implementation of evaluation-A proper evaluation is being conducted. Then all the information is implemented as per the evaluation made. Implementing the result can help to make proper process. Implementing the data can solve the problem of research to a great extent (Yin, 2014).
Conclusions-A brief and clear conclusion is determined. By the conclusion research report can leads to its last stage. Through this report research all the data are properly analyzed. Proper recommendation is being determined. If any changes are required for the success of the research those these changes are look into consideration (Yin, 2014).
Description of data collection and analysis method
Acquisition of data-The first step for this process is the collection and gathering of data. All the data that are imperative for this purpose are collected. Data are acquired through different means and approaches. From primary data approach, data are collected through the means of survey conducted and questionnaire. The questionnaire is conducted from around 200 people relating to this research. Similarly secondary data are collected through the means of journals and internet search (Yin, 2014).
Data processing-In processing of the data, data must be properly processed through different methods as may be prescribed. Processing of data should be made on integrity. No manipulation of data should be conducted. All the data processed should be correct by all means. Here series of actions are performed to organize, transform and integrate the data accordingly (Yin, 2014).
Data analysis-It means all the facts, detect pattern, create explanation and testify the theory related to the data. It includes all the data quality assurance, systematic analysis as well as systematic analysis. Here interpretation of data is also attaining. In the given research report data re analyzed by all the possible means. Basically quantitative approach as well as qualitative approach is used. Through this approach all the data are significantly analyzed (Creswell, 2014).
Results obtained-After all the steps taken into consideration then last and final step is obtaining of result. Results are obtained as per the data acquired, processed and analyzed. These results are published in the newspaper as well as on the official websites. If the research paper is made accessible then for accessing the same data set is opened. In this research report, result relating to the topic mentioned above i.e. role of innovation and technology in banking sector is determined (Creswell, 2014).
Description of expected research outcome-
This research was conducted for obtaining the result relating to the progress made by banking sector for the involvement of innovation and technology in there working for the enhancement of customer satisfaction. From the above mentioned research report it is expected that through questionnaire. People also support the idea and the role of innovation and technology in the field of banking sector for the enhancement of customer services. It is expected that customers also wants that banking sector should initiate and encourage the services provided through the means of technology (Farouk, et. al., 2016). It is estimated that, from 200 people, that around 150 people are in favour of the research. They also considered that the role of innovation and technology in the banking sector possess the great importance. These innovations and technologies would help the customers to run their banking transactions smoothly and easily. There is also the belief that the more transactions performed on technology, the more will be customer satisfaction. But around 50 people estimated that banking transaction involving technology and innovation will hamper the job opportunity of the people. There would be the case of unemployment as all the transaction would be performed by internet without the involvement of people and jobs allotted for different designation would be eliminated. Even there would be case relating to the risk of security. There are some customers who would believe that banking transaction through innovation and technology would result in risk of leaking of their bank details to the un-authorized user and hacker. So there are chances where customers may prefer non-involvement of technology in banking sector but there is more probability that customers would prefer the first option (Seyal & Rahim, 2011).
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Bhat, S.A. & Darzi, M.A. 2016, "Customer relationship management: An approach to competitive advantage in the banking sector by exploring the mediational role of loyalty", International Journal of Bank Marketing, vol. 34, no. 3, pp. 388-410.
Creswell, J.W. 2014, Research design: qualitative, quantitative, and mixed methods approaches, 4th edn, SAGE Publications, Thousand Oaks.
Farouk, S., Abu Elanain, H.M., Obeidat, S.M. & Al-Nahyan, M. 2016, "HRM practices and organizational performance in the UAE banking sector: The mediating role of organizational innovation", International Journal of Productivity and Performance Management, vol. 65, no. 6, pp. 773-791.
Gorard, S. 2013, Research design: creating robust approaches for the social sciences,SAGE, London.
Habib, M., Pathik, B.B. & Maryam, H. 2014, Research methodology - contemporary practices: guidelines for academic researchers, 1st edn, Cambridge Scholars Publishing, Newcastle upon Tyne, UK.
Lockwood, T. 2010, Design thinking: integrating innovation, customer experience and brand value, 3rd edn, Allworth Press, New York, NY.
Machogu, A. & Okiko, L. 2015, "E-banking Complexities and the Perpetual Effect on Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating", Journal of Internet Banking and Commerce, vol. 20, no. 3, pp. 1.
Mackey, A. & Gass, S.M. 2015, Second language research: methodology and design,Second edn, Routledge, New York, NY.