Investigation of Online Service Quality of Hsbc, with Regard to Customer Satisfaction Case Study Based on Hsbc Bank (Uk)

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Investigation of online service quality of HSBC, with regard to customer satisfaction Case study based on HSBC Bank (UK)

Nishar chozhivalappil

Dissertation submitted in fulfillment of the requirements for the degree in master of business administration at University of wales

Student Name:

The theoretical methodology adopted in this research study has been developed according to an existing methodology which was designed in measuring the quality of online services offered by the HSBC bank. Mathematical analysis has been conducted on the basis of experiential data which has been collected via quantitative research techniques along with the design & the distribution of a questioner. The original theoretical methodology has been amended according to the findings of an analysis carried out. As such there are four basic subjects in relation to measuring of quality of online services offered by banking trade which includes (Service Performance, Website Characteristics, Communication and Efficiency) along with 29 statements. At the same time the amended model has been used in evaluating the consumer satisfaction with the distinguished stage of the online banking services. On the basis of the results of the examination carried out, managerial recommendations have also been mentioned. This research has also provided directions to carry out further researches on the quality of online banking services.


Firstly, I would like to give my very special gratitude to my supervisor Mr. Kevin O’ Hara and under his supervision, guidance, cooperation it wasn’t a hard endeavor for me. And also, I should appreciate +++++ and his big support through out whole study. Specially, the helpful managers and friendly staff members of HSBC Bank offer my honest...
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