Research Project - Case Study of HSBC

1.2 Significance of study

Current research is based on mobile apps and its impact on customer satisfaction. In this business organization deliver quality services to its customers as per their needs and demand. By using various mobile apps company create awareness of the customers which may leads in enhancing profitability level at market place. The main of this research is to implement the impact of mobile app on customers satisfaction. This will enhance number of services users within the organization which directly contribute in overall success of the company.

1.3 Research aim

The main aim of this research is to identify the importance of mobile applications and their impact on achieving satisfied clients.

1.4 Research objectives

1. To determine the implication of mobile apps in banking industry
2. To analyse factors which are important to gain loyal and satisfied customers
3. To evaluate the factors affecting of mobile applications in satisfying customers
4. How to determine the implication of mobile app in banking industry?
5. What are the main factors which are important to gain loyal and satisfied customers?
6. How to evaluate the importance of mobile applications in relation to achieve growth and success for business activities?

1.5 Research questions

1.6 Research issue

Number of issues are faced by researcher at the time of conducting research which impact on overall performance of the project. Basically the main issues are insufficient cost and time which reduce the possibility of attaining positive outcomes. Thus, it is important for investigator to effectively manage all the risk factors which may leads in improving the performance level of the research. For attaining positive outcomes, investigator manage time and cost for reducing the chances of arising issues at the time of executing research activities.

CHAPTER 2: LITERATURE REVIEW

2.1 Introduction

In current scenario, satisfied customers are play vital role in developing growth level of the company at market place. Customers are those who consume company products and services to satisfy their needs. For this, company use various mobile apps to provide better services to their customers as per their perception which may leads in creating their customers base strong and attain competitive place in market. Basically this section of the research is determine various authors views and opinion towards the research topic by which investigator easily draw a valid conclusion in most effective manner.

2.2 The implication of mobile app in banking industry

According to the study of Thakur (2014) it is evaluated that mobile application plays a vital role in growth and development of every business activity and in banking customers can easily know about different schemes in which they can invest their money with the help of mobile application. People can easily transfer money with the help of application by sitting at any place. There are various applications launched with which people can easily make payments and this reduces their work burden. According to the opinion of San-Martin, Prodanova and Jimenez (2015) it is stated that it is people are mostly benefited as they don't have to stand in long lined waiting for their turn to lend or borrow money and person can also check their balance by downloading the mobile application of bank. Thus the major implication of mobile application is related with that all the transactions are safe and secure as the mobile send their own verification and person have to enter that code in the transaction and then only the payment is possible. Banks ensures that the mobile number of all the users are kept safe and secure so they will not face any type of problem. The applications can be easily accessed from anywhere around the world and there is some time time durations in which the payment had to be completed in order to avoid any type of fraud as there is verification code send on the registered mobile application in order to know that payment is made on the right hands and the operations can be carry forwarded safely and secure.

2.3 Factors which are important to gain loyal and satisfied customers

According to Pantano (2014), mobile apps in banking sector is more important in which firm use mobile banking and payments which may leads in enhancing customers satisfaction because it helps in proving them better convenience. As per today's market, every bank use modern technologies to operate their services in front of customers. By using various mobile apps banks maintain privacy of their customers in which they easily increase their loyalty towards the banks and its services. Along with this HSBC bank also maintain customers account information confidential so that clients are easily do any transaction with more security. This will aid to enhance the profitability level of the bank and also create strong customers base.

2.4 The importance of mobile applications in relation to achieve growth and success for business activities

According to Laudon and Laudon (2016), mobile technologies has helped organization to convey their messages to many employers or employees simultaneously as well as in within a second. This will prove beneficial when a company requires to urgent pass secret information to various members instantly. In context with bank sector, all work has done in high security manner, so mobile technologies has given them advantages to share their information with a passcode. This method also proves beneficial to provide information related to bank transaction and activities as well as changes in policies to customers in a proper way. Therefore, HSBC Bank used to make communications with customers via mobile services effectively and efficiently. This process help in gaining high success and growth of business activities in a short period of time.

CHAPTER 3: RESEARCH METHODOLOGY

3.1 Type of investigation

Under this section, various types of research are there which used by the investigator at the time of conducting research project which may helps in gathering relevant data and information. With the help of this researcher easily draw a valid conclusion (Harrigan, Soutar, Choudhury and Lowe, 2015). By considering all these company take appropriate decision in relation of customers satisfaction. Mainly, two type of research methods like qualitative and quantitative which may leads in collecting relevant information towards the research topic. Both methods are play important role in completing whole research. In considering of this, qualitative method define theoretical information to researcher. On the other hand, quantitative method show statistical information which leads in gathering right and accurate information. Both methods helps researcher to gathering information. In this research, investigator use qualitative method in order to collect as well as investigate customers satisfaction towards the products and services of the company which may leads in improving the profitability level of the company.

3.2 Research design

This section consider as an important in which research evaluate all the document of the company by which researcher easily attain set goals and objectives in appropriate time frame. By using this section whole research convert into positive outcomes (Su and Cheng, 2015). This section includes descriptive, experimental and exploratory. All these methods are helps in collecting appropriate data and information in effective manner. In this, business organization and researcher use descriptive design for operating activities of research which may leads in increasing the chances of attaining positive outcomes. With the help of this, investigator easily evaluate all the data and information for develop overall performance of the company. This methods is related with the qualitative method which helps in attaining collecting relevant data towards the customers satisfaction.

3.3 Research philosophy

This section is related with the various authors views and opinion which may determine the actual information towards the customers satisfaction and mobile apps as well. As per research topic both are play significant role in enhancing the profitability level of the company at market place. In this context, two types of research philosophies are there like positivism and intreprevistism which used by investigator for draw a valid conclusion. Both methods are help at the time of taking better decision. In addition of this, researcher also consider for gathering information in relation of customers satisfaction. In this, manager of HSBC bank use various application within their business which may helps in grabbing customers attention towards the company products and services. By assistance of this company enhance their customers base in appropriate manner.