Dissertation research on the risk management challenges encountered during shifitng manual process to automation in the banking sector- a case study at lloyds tsb 1

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A CRITICAL RESEARCH ON THE RISK MANAGEMENT CHALLENGES
ENCOUNTERED DURING SHIFITNG MANUAL PROCESS TO
AUTOMATION IN THE BANKING SECTOR: A CASE STUDY AT
LLOYDS TSB
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ABSTRACT
This research emphasizes the risk management challenges encountered during shifting
manual process to automation in the banking sector, In order to carry out this research
this research has taken the case of Lloyds TSB, United Kingdom. In this research the
researcher has pointed out successfully the performance of the bank and the numbers
of employees working in the bank. The author also has critically review the concept of
customer satisfaction, risk management , risks coupled with banking, impact of
automation in the banking industry, and various challenges encountered. The
researcher involved various literature associated with risk management, customer
satisfaction etc, in the second chapter. The methodology chapter explains the types of
data collected for the research, research strategy, research approach, and research
philosophy employed for this particular research. In this research the researcher has
carried out quantitative types of research with the help of survey using self
administered questionnaires. There were two sets of questionnaires employed by the
researcher in this research, one for the employees of Lloyds TSB and the other one for
the customers of Lloyds TSB . The researcher did clearly made the plan of the research.
This research project successfully discussed the risk management challenges taken
place whilst shifting manual to automated process.
According to the survey it has been found out that, the implementation of the
automation on the bank was completely based on its financial condition. By
implementing this automation especially in customer service section, the prime aim of
the bank was to treat the customers in a well manner. As the surveyed employees of
the bank were well experienced, they were positive about the automation of the bank
when they were asked. But they expressed their negative feeling upon the sudden
implementation of automation of banking and also stated that it had created big issues
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for them. It was also found in the research that Impressing the customers and providing
them the ultimate satisfaction was the main aim of introducing automation in banking.
It was also found in the research that ATM, Online Banking, Mobile Banking, are the
various automated services that can improve the customer satisfaction to an extent.
Duplication problems, limited functions, data backup, problem with antivirus and
problems with conversion of data are the major risks associated banking automation. It
was identified in the research that automated banking reduces interpersonal help
during transaction and this is the major challenge of banking automation. In the results
of the study is found that customers are satisfied with automation process as they do
not need to wait in long queue. The author put forward a few relevant
recommendation for not only Lloyds TSB but also for the entire sector to improve
automated banking. The author highlighted that banks need to; provide basis
knowledge of computer to the customers; provide training to the employee on
computerized transactions; improve the knowledge of employees; and reduces cyber
crime. Thus utilizing this recommendations it is believed that banks can maximize
efficiency and thereby productivity.
Key words : Lloyds TSB, Banking, Risk management, Automation, Retail banks,
Customer satisfaction
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CHAPTER 1
INTRODUCTION
1.1 Introduction
Today, for growing and surviving in the current race, like every industry banking
industry also strives to become increasingly customer centric. It has been found in the
research that, there have been several changes taken place in the banking sector all
through the world during the last fifteen years (Mohapatra, 2011). Banks face many
challenges everyday as the new changes are initiated by the banks such as joining these
diverse service systems into a single comprehensible, increase the potentials of the
bank, providing best services and easiness for the customers by solving the all sorts of
issues associated with the banks (Hales, 2011).
1.2 Research Background
This research project is mainly associated with the challenges that the banks are
encountered during the process of changing manual process to automated process. It
can be said that, the significant success of the banks rely on the intelligent
implementation of risk management techniques to address the risks emerged during
the time of automated processes (Bessis, 2011). If the banks replace the manual
process such as the traditional banking methods, to the automated process of banking
operation, the banking process will be very simple and easy for the customer with less
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time consuming. There are several categories of risks that banks may encounter during
the process of shifting manual to automated process. The major classifications of risks
are credit risks, operational risks and reputational risks. The operational risks comprises
the any sorts of the events which is occurred externally owing to the failure of
management in the internal process, interruption of business, system failure etc
(Bessis, 2011). Whereas the credit risks are termed to be the muddles encountered to
the capability of individuals or department for accomplishing the goals, whilst the
negative publicity formed by the customers are comprised in the reputational risks
(Bessis, 2011). The banks adopt number of risks management techniques in order to
overcome the above explained risks. Every kind of risks has got its own technique for
managing the risks to be applied, therefore operational risks has been given vital
significance amongst the three risks (Pringle, 2000). The significant outcome of shifting
manual to automated method is nothing but increased service for customers. It
enhances the confidence in the customers by making easy and simple.
1.3 Company Background
Lloyds TSB is one amongst the leading bank in the United Kingdom. In 1995 Lloyds bank
Plc has been merged with Lloyds TSB. Prior to the merger, Lloyds Bank Plc had been
operating as a British bank in England and Wales. Lloyds Bank Plc was founded by John
Taylor and Sampson Lloyd II at Dale End Birmingham. Lloyds Bank Plc has got offices in
30 countries in Asia, Europe, South America and North America. Now there are almost
15,000 employees working in the bank.
1.4 Aim of the research
The significant aim of this research is to evaluate the challenges that banks encounter
during the process of shifting manual to automated method. In order to carry out this
research, Lloyds TSB has been taken as the case for the study. In this research the
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author emphasize the risks which are raised during the above mentioned process and
also highlights the risk managements techniques implemented in order to overcome
this risks.
1.5 Objectives of the research:
The major objectives of the research are:
1. To critically evaluates the challenges that are encountered by Lloyds TSB during
the process of changing manual to automated process
2. To critically scrutinize the risk management techniques implemented by Lloyds
TSB for overcoming these challenges
3. To emphasize, how Lloyds TSB maintains the satisfaction of the potential
customers
4. To provide appropriate recommendation for addressing the challenges
effectively
1.6 Research Question
The main research questions posed in this research study are the following:
1. What are the challenges that Banks encounter during the processes of manual
to automated?
2. What are the risk management techniques adopted by banks in order to
overcome the risks?
3. Do the customers get satisfaction after shifted from manual to automated
process?
4. How efficient is the automated process of the banks?
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1.7 Rationale for the chosen topic
Conducting research on the banking sector can make an impact on the life style every
person as this is complex topic. Therefore, conducting study of the banking sector will
enable the research to gain significant knowledge of banking industry and economic
condition of the country. This is the academic rational of carrying out the research. In
addition, there are very less researches have been conducted on this particular topic
and the researcher assume that this research will be useful for the one who wish to
carryout research on this topic. Moreover, banking industry is preparing itself in the
race against non-banking financial services organisation in the competitive
environment. Therefore this research will be beneficial for the banks in order to know
about this complex industry. This is the industrial rational of this research project.
Further this particular research will make a significant impact on my career as I would
like to work in the banking sector and this research will improve my level of knowledge
and skills for analysing business.
1.8 Scope of the study
This research intends to analyse the success of Lloyds TSB in shifting of manual process
to automated process in a very short span of time. This research highlights the
challenges the Lloyds encountered during the above mentioned process as well as
emphasizes how the bank has overcome this challenges and what risk management
techniques they have implemented. This research will be based on both primary and
secondary data. This research will be beneficial for someone who wishes to carry out
research on this sort of complex topic.
1.9 Research Limitations:
No researches can be done in absolutely faultless or flawless manners; in other words,
there will be many kinds of restraints and drawbacks to any type of research studies.
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One of the highly essential qualities which all researchers should posses is the skill to
handle and tackle these emerging snags, in effective ways (Saunders et.al 2009). In this
part of the research study, the various sorts of obstacles faced by the researcher are
described briefly. One of the key drawbacks of this research was the minimal reactions
from the survey participants, to the questions asked through the questionnaire. The
answers to the survey questions had to come from the partakers according to their own
will and choice; there won’t be any type of inducements from the researchers. Here,
the reactions were very short and didn’t come to the expected level.
The next significant snag, as far as this research was considered, was regarding the
exactness of the acquired data; the researcher is really sceptical about the correctness
of the gathered data. The survey participants were the regular clients of the bank and
the bank staff; so it was indeed very difficult to get an exact picture, because many of
the queries had got a confidential aspect attached to it. It has been observed that
exactness is the fundamental issue with respect to the data as it is the closeness of the
outcome of observation to the true values. Moreover, exactness of data is source of
influence of power as far as a research is concerned. Thus the researcher is to worried
of the exactness of the data as it may affect the results.
The third major limitation experienced, while conducting this survey, was in the ‘time
limit’ factor; due to this aspect, the researcher had to intervene and cut short the time,
for answering the queries.
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1.10 Structure of the Dissertation
The researcher followed a specific plan for the dissertation of this research and the
simple outline of the same was as follows:
Chapter 1
INTRODUCTION
The introduction chapter consist of the general backgrounds of
the proposed research like the nature of the study, the involved
organisational setting, the research question, the justification
for the selection of this particular subject matter, and also the
shortcomings and snags of this research.
Chapter 2
LITERATURE
REVIEW
The theoretical, as well as the empirical backgrounds that are
connected to the purposes and goals of the proposed research
are described here. The vital aspects critically reviewed in the
literature are; present situation of banking sector, risk
management in banking, risks coupled with automated
process , IT revolution in banking sector and diverse types of
bank automation.
Chapter 3
METHODOLOGY
The diverse means and techniques that are employed for the
research data collection is narrated here. It is apparent that this
chapter gives an emphasis to the approach pursued for this
research, and research strategy, research methods, sampling
techniques and data collection methods utilized for this
research.
Chapter 4
DATA ANALYSIS
The examination and the evaluation of the primary and
secondary data collected for the research purpose is done here.
In addition, this chapter presents the results from the research
conducted with the help of diagrams, pie, etc. and highlights
the findings.
Chapter 5
In this final chapter the details of all the gathered answers,
along with the advices and suggestions in connection with the
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CONCLUSION &
RECCOMENDATION
improvement of the involved organization are given. The scope
for the future study is described here.
1.11 Conclusion
In the concluding portion of this closing chapter, an evocative abstract of the
significance of the research study, with respect to the objectives is given. A clear
clarification is given in the opening chapter, as to why this specific subject was taken for
study. The research setting and the involved predicaments along with the shortcomings
and snags are also discussed.
CHAPTER 2
CRITICAL LITERATRE REVIEW
2.1 Introduction
Reviewing the involved literature is one of the key areas of focus in all research studies;
it can be very rightly said that if the researcher is able to finish this part effectively, the
entire process of research will be prolifically benefited. Hence the concerned
researcher will try to go deep into the diverse phases of the research subject, in
tandem with the previous research works performed by other researchers (Hart 2000).
As such is the case, it is always good to conduct some astute appraisals of the
previously conducted researches on the same topic, just before initiating the present
research work; this will enable the researcher to enhance the quality of the research
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work which he is supposed to do (Lawrence 2011). (Bell. 2000) has given a
straightforward definition to ‘critical literature review’; he has said that, ‘It’s a decisive
appraisal and summing up of the existing condition of awareness or existing situation of
the aptitude in a particular field’
As a matter of fact, the literature review part is the true fortitude of all types of
researches, as all the fundamentally needed information are clearly emphasized in this
segment. In this section of study, all the involved risks that can be anticipated during
the transfer of the manual banking processes to the programmed processes are
discussed exhaustively. The special procedures that are part and parcel of the ’risk
management’ programs are also discussed in detail here (Hart 2000).
2.2: Literature Review
This section of critical literature review analyse the various theories and research from
books, academic journals, and articles etc of the automation of the banks. However,
there is not much information available on the issues like technological advancement in
the retail banks, the expectations and complexity of automated process of the banks,
the various aspects that make disturbance of the progress in the retail banks,
customers and employees responses of the banks after the automation. As this is
relatively new area of research, this research focus on the particular area of banking
automation.
2.3: Present situation of the banking sector
Regardless of the country, financial organizations are the ones that provide significant
support to the country’s economy. As every other industry the banking industry is also
in its race, in this technologically advanced era where the information technology is of
vital significance. Therefore, it is seen that nowadays IT solutions has been implanted
by most of the nationalized banks as part of simplifying their day to day transaction
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process (Peng, 2008). Adoption of this IT in the banks has increased the customer
satisfaction and reduced the chances of those banks where traditional banking method
with manual process remains still. The information technology has got significant
impact on transforming the working method of banks as well as other organizations all
through the world. Several executions and practices are set out by banks for identifying
the requirement of their potential customers owing to the implementation of IT in the
banking sector (Hopkins, 2010).
2.4: Risk management in banking:
The chances of risks in banks and other financial organizations are high in comparison
with other organizations owing to the rapid financial fluctuations (Joel, 2011).
Ideological risks and risks managements are dealt with all financial organizations.
According to (Oyungerel, 2010) the emerging economies of in most of the countries all
through the world are established by financial organization, in particular banks. Due to
the increase of fierce competition globally, increasing deregulation and introduction of
new products and delivery channels, the risk management is put in the front of the
financial condition of today (Joel,2011).
According to (Peng, 2008) it is less time consuming and less complex if the manual
process of banks are replaced with automated process by the banks. However (Richard
et.al, 2009) points out the there may arise three categories of risks during the process
of shifting from manual to automated process such operational risks, reputational risks
and credit risks. Amongst the three categories of risks operational risks can be
considered as the significant risk as this is formed during the process of changing
manual to automated method (Ukay, 2010).
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2.5: Advantages of Automated processes over manual processes:
The banks follow very complex process and procedures. The automated process has
replaced the traditional method of manual process owing to the high time consuming
for each every transaction. It is seen that after the shifting process banks are placed in
position to opt best measure that comprises very fast transactions amenities (Shah,
2010). Today the traditional banking has been replaced by automation method almost
all parts of the world. This has been led to computerize the banking industries. All the
banks in the United Kingdom follows the automated process for enhancing the level of
customer service and for reducing the work load and pressure that employees face
compared to the traditional banking (Shah, 2010). Due to the shift of manual to
automated process there has seen an improvement on MIS managing information
system of the banks (Oyungerel, 2010). The significant requirement of the
enhancement of the management information system rely on the truth that, through
this concept the executions of business decisions and analysis of the business data are
simplified. Therefore the dull and boring traditional manual procedures of the banking
become easy for the customers by shifting manual to automated process. In
accordance with global and regional trends of today, significant attention is given to the
risks. According to (Hopkins, 2010) the concept of the shifting from manual to
automated process of the banks enables in understanding probable risks and their risk
management in the best possible manner.
An improved interest can be observed in all of the present day banks, regarding the
upgrading processes of the prevailing core banking system to the computerized
methods. This process got started with the private sector baking organizations and
eventually got stretched itself to the public sectors banks also (Richard et al., 2009).
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2.6: Risks coupled with automated procedures:
There may arises number of risks during the process of shifting manual to automated
process of the banks, all though the automation in the banking industry are being
considered as one of the significant changes taken place in the banking industry
(Hopkins, 2010). Unless the utilizing the appropriate risks management techniques to
address the risks coupled with the automated process, there can be several
disadvantages. As mentioned earlier, operational risks will be one of the major risks
associated with automated process of the banks. The banks may face huge loss due to
the inappropriate or failure of internal process. This is considered as the operational
risks. Increased growth, the extent utilization of information technology and the
enhanced financial interconnection are the significant changes make contributions to
this particular risk (David, 2011). The operational risk comprises failure of system,
failure in implementing, and delivery and process management. The major security
system risks related to automation process encompasses theft of information, hacking
damage etc (Aldo 2009). Further, there is an also high chance of risks associated with
automation like account agitating and misusing the information which is confidential
(Richard, 2011).
2.7: Risk Management Techniques:
According to (Claudio, 2010) the significant risks associated with automation process of
banks can be effectively addressed by utilizing appropriate risks management
techniques. The managing risks encompasses all sorts of actions executed for the
purpose of addressing and overcoming risks or challenges which are raised during
shifting manual to automated process of the banks. There a few major processes
comprised in the process of risk management such as recognize, dimension, monitor
and control. Internal control and internal audit system are the two prime solutions for
mitigating the operational risks (Linda et al, 2008). Moreover it also will be very
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effective if banks provide training and development for the employees as part of
reducing the operational risks. Further, the operational risks get covered through the
concept of insurance. The vitality to managing the operational risks relies on the banks’
effectiveness to analyse the process utilized for defencelessness (Sim, 2011).
2.8: IT and Banking sector
In the past, when all banking procedures were done manually, every customer had to
spent much longer periods of time inside the bank, even for small transactions like
depositing cash in their account or creating a DD. Things have changed a lot since the
process of automation began to spread within the banking sector and now there is no
need for any customer to wait for long time, for carrying out banking transactions
(Peng 2008). The attitude of almost all present-day customers has changed accordingly
and they always insist on having all the relevant information that they want to know,
whenever they wish. (Timothy 2009). Consequently, in case if the banks fail to satiate
these customer demands, for sure their business prospects will be affected. The banks,
precisely analyzing this factor, have initiated steps to employ novel methods of services
in accordance with the changing face of technology. The list includes services like ATM,
Internet Banking, Phone Banking and Mobile Banking. It should be noted that many of
the British Banks have started to use ‘Information Technology’ mainly because of some
obvious reasons like:
• The induction of IT enabled services by other NBFI (Non-Banking Financial
Institutions).
• To resist the fierce competition and thereby reducing the involved impacts.
• The integration and development in the international banking arena, that
happened in accordance with the global financial opening-up.
• To cope-up with the mounting desires and requirements of the present
generation customers who crave for adaptability, promptness and efficacy.
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The process of automation does not possess the same swiftness or tempo in all banks,
and the IT enabled services varies from bank to bank (Peng 2008). Moreover, while the
automation process has effectively spread through the ‘core banking system’, it has not
entered the ‘support functions’ arena in many of the cases. There are three key
divisions to bank automation; the ‘Back Office Application’, ‘Core Banking Solution’ and
‘Total Branch Automation’ (Peng 2008).
There are different types of banks, and the cataloging is done mainly based on the total
number of services and the manner in which these services are performed (Liaw 2011).
Among the cluster of banks like the Retail Banks, Commercial Banks, Co-operative
Banks, Investment Banks etc, Commercial Banks stay in the forefront as far as the
automation process is concerned. Moreover, Commercial Banks proffers a good
number of service packages to individual customers, industries, as well as to the
governments (Linda et al., 2008). Global Banks, Regional Banks, and some of the
community banks come under the banner of commercial banks. Worldwide trading is
done in all of the ‘Global Banks’, while the main business of the ‘Regional Banks’ is
connected with the very many services that are provided to the common man, and for
attaining this purpose they need branches in all possible parts of the country, with ATM
facilities (Linda et al., 2008).
2.9 IT Revolution in the Banking Sector
Almost all segments of the contemporary business sector are very keen on using the
adeptness and adaptability of ‘information technology’ for augmenting their business.
The overall development of the ‘Information & Communication’ arena has given a face-
lift to the entire global banking and non-banking business organizations (Oyungerel
2010). The first major stride in the bank’s automation field occurred in the year of
1980, when the ‘Advanced Ledger Posting Machines’ (ALPMs) became highly trendy.
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Eventually the bank computerization process began to spread at the branch level and
the main focus of computerization was the transaction method (Aldo, 2009). By this
system the customers were able to gain accurate banking service (Liaw 2011).
Simultaneously the ‘Total Branch Automation’ or the ‘TBA’ got started with the ‘front-
end’ and ‘back-end’ computerization in the same branch. The entire database of the
branch was brought under the automation process (Oyungerel 2010). The method of
handling cheque was automated by making use of the ‘Magnetic Ink Character Reader
(MICR)’ technology. With the advent of internet a vast change occurred in the banking
functions (Liaw 2011). All banks started to create their own websites and this gave their
customers direct access to their accounts, for conducting their banking necessities.
Another novel concept that came into existence as a result of the popularity of internet
and computers was the “Anytime Anywhere Banking” (Liaw 2011).
Some of the added advantages of bank automation are the growth in the ATM
counters, in the process of issuing debit cards, in the mobile and telephone banking
schemes. Many of these functions are open to the customers all through day and night
(Oyungerel 2010). Many of the modern banks have specifically gone for CRM (Customer
Relationship Management) systems, by which they are able to offer better quality
customer service (Coulbeck 2010).
2.10 Different types of Bank Automation:
The different ‘bank automation’ methods are noted underneath.
Implementation of Back Office Application: The carrying out of the ‘Back Office’
application is the initial step during the ‘bank automation’ process. The main works for
which the ‘back office’ applications are used is the ‘data entry’ and for carrying out
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‘calculation’ works (Learned, 2010). Even though the ‘Back office’ application helps the
bank staff in areas like storing the customer data, calculation of interest and quick &
effortless payroll creation, it is of less importance to the customers.
Implementation of Total Branch Automation: Another effect of ‘bank automation’ is
the ‘Total Branch Automation’, and this will generate good effects for both the bank
staff and the customers (Oyungerel 2010). Once TBA is implemented, the involved
application will gather the data pertaining to the customers; TBA enabled branches also
have ATM facility, but this is restricted only to that specific branch and so the
customers can take cash only from that particular branch ATM, because their data is
available only in that specific branch (Aldo, 2009).
The Core banking Solution: Yet another effect of ‘bank automation’ is the Core banking
applications (CBS). When the bank is equipped with CBS, a complete service in both
front-end and back- end applications is possible. This is purely a novel concept and will
enable all banks to conduct the customer friendly 24x7 service, the much acclaimed
‘any time, anywhere’ banking service. This method very effectively controls different
types of banking works like accounting, customer data administration and also the
banking transaction processes.
2.11 Sophisticated Electronic Services delivered by the Banking Sector
In order to create practical and positive impressions within the mind’s of their
customers, especially during this age of aggressiveness, banking sectors have
increasingly started to implement ‘core-banking’ solutions; this will enable them to give
timely and excellent services to their customers, in cost-effective ways (Kondabagil
2010). Core-banking also helps the ‘risk management’ process; the system of ‘core-
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banking’ is highly effective for risk monitoring. Core-banking also helps for studying and
managing the ‘Loyalty’ program (Oyungerel 2010).
The different types of ‘electronic transactions’ that comes under the ‘core-banking’
application are as follows:
Electronic Clearance System (ECS):
There are basically two kinds of ECS; one is ECS (credit) and the other is ECS (debit).
ECS (Credit): The depositors can now make use of this facility, by which they can have
their accounts credited with money from other bank accounts by using electronic
methods (Shah 2010). Under this scheme, they can enjoy the benefit of crediting
money into their accounts from other banks. The simple meaning of this service is that
the customer can, without any problems, conduct the basic banking services at any
time (Kondabagil 2010). The customer can also opt out of this scheme by informing the
bank in advance (Shah 2010).
ECS (Debit): Just immediately after the successful introduction of ECS-Credit scheme
the banking sector came with another facility and that is the ECS-Debit scheme. This is a
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special system by which the prior approved debits are transferred into the concerned
bank accounts, by using the ‘Electronic Clearance System’. With the introduction of this
method, the customers are benefited highly, because they are able to pay their ‘service
bills’ straightaway from their bank accounts (Ian 2010). The customers can instruct their
banks to transfer a precise amount of money, on a precise date, to a specific bank and
the bank will carry out that transaction, strictly in accordance with the instruction. All
the needed related works of these transactions will be done electronically, by both the
customer and the bank. If the particular customer has got more than one account, then
needed amount will be taken from any account, as per the instruction of the account
holder. ECS Debit service is also optional and in case if any customer wish to opt out of
the scheme, he or she can do that by giving advance notice to the concerned bank or
banks.
Electronic Funds Transfer (EFT) Service:
Another significant gain of ‘bank automation’ is the ‘Electronic Fund Transfer’ method,
which is generally known as ‘EFT’. This is a novel method of money transfer and under
this scheme the transference of money is performed from one bank account to a
different bank account, without even touching the money (Ian 2010). The ‘direct
deposit’ scheme, in which the payroll is straightway deposited into the concerned
employee’s account, comes under this service. All transactions through EFT are
electronically recorded and the different methods of EFT by which the customers are
benefited include the ATM service, the Credit Card service and the POS (Point-of-Sale)
transactions.
The handy nature of EFT is used in all modern credit transfers in adept ways, more or
less in the same way like the payroll payments; this method is also widely used in debit
transfers like mortgage payments. All these transactions are done through the ‘ACH
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Network’, which is the short form of ‘Automated Clearing House Network’. In general,
this is perceived as a very safe system (Kondabagil 2010). All payments are done as
straight deals between the connected banks. The transfer of funds is done in a speedy
way, and in almost all cases will be done within hours.
It should be noted that, of late the ‘online payment’ methods have gained wide
acceptance and the new-generation banking system entirely depends upon this
method for carrying out the various transactions. The extreme convenience of the
entire process prompts many customers for doing ‘online banking’. Just because of this
fad for ‘online’ transactions, all customary ‘paper bills’ like cheque, envelopes, stamps,
etc are becoming old-fashioned or obsolete methods. Some of the notable benefits of
EFT are the extreme efficiency, cost-effective administrative expenses, easy accounting
procedures and above all, an improved and superior security feeling.
Online Banking / Internet Banking:
One of the immediate upshots of banking automation is the ‘online banking’ service; by
this way all the customers are able to perform banking duties like verifying their
accounts, clearing their bills, transferring money, creating DDs etc, round the clock, by
using the facility of internet (Ian 2010). Online banking is the process of banking which
is done through IT application (Karim, 2010).
Yet another good feature of ‘internet banking’ is that all customers are allowed to
deposit or take out their money through ATMs. Basically there are three special types
of internet/online banking information systems.
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1. The first one is the bank websites that explains the important fundamental data.
This will show just the basic information on the diverse products and the
services which the customers can expect to enjoy from the bank.
2. The second one can be termed as the ‘Simple Functional Websites’. These
websites allow the customers to enjoy certain benefits like requests and queries
regarding their accounts; but customers won’t be able to perform banking
transactions through this site.
3. The third one is the ‘Advanced Transactional Website’. This is a service-oriented
website and the customers are allowed to have much broader types of banking
transactions like transfer or sending of money etc.
In general ‘online banking’ or ‘internet banking’ services are classified into four
different categories:
1. Which deals with the general information about the accounts; the main
functions include:
• Giving concise descriptions of the concerned accounts.
• Following-up the transactions.
• Fulfilling the account balance request of the customers.
2. Which allows the transfer money through online methods:
• This helps the customers to transfer and accept money by EFT methods.
3. Which provides the ‘bill payment service’ to the customers:
• Under this service the individual customers can pay their due bills like
mobile, electricity or credit card with ease.
4. Which pay attention to the various ‘requests’ and ‘intimations’ of the customers
with respect to the cheque/pass books, ATM/Debit cards, their
telephone/mobile banking needs etc.
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Automated Teller Machine (ATM):
One of the significant banking services that came up along with the ‘bank automation’
process is the ‘Automated Teller Machines’. An ATM is an electronic device, through
which a customer can deposit or withdraw money by using specially and purposefully
created electronic cards, which are termed in general as the ‘ATM cards’ and are issued
by the concerned bank. The bank will also provide the individual with a primary PIN or
the ‘Personal Identification Number’, which the customers can change according to his
or her own liking (Shah, 2010). This pin number is highly essential for getting a
transaction done, using an ATM card. One can also get details with respect to the latest
transaction and the existing balance amount from the ATM counters. Very rightly one
can say that ATM is a supreme banking channel, which goes well with the needs of a
modern customer (Shah, 2010).
Some of the services offered by ATM counters are:
• Withdraw and deposit money
• 24x7 service
• Data regarding the latest transaction & balance amount is available
• Customers can get printed statements.
• Customers can deposit cheque.
• Customers can request for cheque books and can give standing
instructions.
With the initiation of ATM centres, all customers are getting the high benefit of the
right to access their bank accounts all through day and night, and all days of a week
(Shah 2010). This is highly beneficial to all customers, because they are relieved of
carrying heavy amounts of cash with them while on move and also there is a desired
level of privacy while carrying out ATM counter transactions (Moreira 2000). There
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won’t be any need to stand in lengthy lines anymore, because there is a plethora of
ATM counters that lies scattered throughout all places (Ian 2010). All ATM counters
offer trouble-free, as well as fault-free transaction time to all customers (Lenord 2004).
With the induction of the diverse plus points of IT in the banking sector, the entire
arena became highly lively and all banks came forward with a whole bunch of
extremely innovative and customer-pleasing products. This list includes internet
banking, mobile baking, ATM branches and Call-centers (Lenord, 2004).
Mobile Banking
According to this provision, customers can avail certain banking services through their
mobile phone which they have registered with the bank. This a valuable service offered
by many banks, by which a whole lot of customers, especially those who are always on
the move, are benefited highly. The customers must own a SAT handset with at least a
32K SIM card for registering for mobile banking. Once the customer registers his mobile
number, he can start mobile banking transactions (Ian, 2010).
Some of the main mobile banking features as identified by (Ian, 2010) are:
• Information with respect to one’s own account.
• The customer can gather his account balance.
• Can get new cheque book.
• The customer can check his present position of his issued or deposited cheque.
• The charge for this service is calculated on the SMS charge that the bank had to
bear for carrying out the customers' requests.
Telephone Banking
This is a novel way of banking and here the banking transactions are done using phone.
According to this method any person who holds an account with a bank fulfills his or
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her banking needs by utilizing phone services (Karim 2010). Some of the main highlights
of ‘Telephone baking’ are:
• Customers can get their account balance.
• In general, customers are also given details regarding their previous transaction.
• They can transfer money to other accounts.
• Customers can also issue cheque or create DD etc.
• Customers can inform the bank regarding the loss of their card, so that the bank
can lock or cancel it.
Credit Cards/Debit Cards/Smart Cards
In general the Credit Card is dubbed as a real ‘magic card’; this is mainly because of its
high adaptable nature. The Credit Card holder has got the needed endorsement for
using that particular card as a mode of money transaction, at any time and also
anywhere within the specified limits as prescribed by the bank (Ian 2010). In actuality,
all Credit Cards are just ‘Post-paid Cards’, which means that the holder can pay for
products, services or for any other needs through this card and can later on update the
card with the needed amount (Karim 2010). In contrast with this, the ‘Debit Card’ is
just a ‘pre-paid’ card and the holder can make payments only up to the limit of their
account money (Ian 2010).
Each time the ‘Credit Card’ holder utilizes the card for payment, the used amount is
automatically moved to the ‘Credit Card account’ from the card holder’s bank account,
by means of internet banking (Kondabagil 2010). The ‘Credit Card’ facility will be highly
handy, while doing shopping especially through the various online methods or while
having a holiday trip within or outside the country. The basic requirement for getting
hold of a ‘Credit Card’ is an account with the specified bank and also the account must
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have sufficient amount in it; then on the customer’s application, the required card will
be issued by the bank together with an exclusive PIN. Each time the card is utilized, the
holder has to ‘swipe’ the card in the ‘Pin-Pad’ that is kept within the shop. In most of
the cases, the credit card-holders will be unaware of the overdrawn money (Moreira
2000).
PC Banking
One major outcome of the automation process within the banking sector is the
commonly seen ‘PC banking’, which is the short form of ‘Personal Computer Banking
(Shah 2010)’; the simple meaning of the same is the conduct of banking procedures
using a personal computer while sitting within the comforts of one’s own home
(Kondabagil 2010). Some of the diverse banking services which a customer is benefited
by PC Banking are account verification, money transfer, money withdrawals, cheque
withdrawal etc (Karim 2010).
2.13 Conclusion:
In this literature review chapter, the researcher has really gone deep into the subject of
the ‘automation techniques’ that has happened in the present generation banks. It
must be noticed that along with that deep delve, the researcher has also extended the
research subject to another related area and in this part the overall influence of the
trendy technical advancements on the performances of the present day banks is
discussed. Along with the positive influences of the automation process, all other
connected problems are also given due consideration.
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CHAPTER 3
RESEARCH METHODOLOGY
3.1 Introduction
A research study will have many imaginative philosophies; So Kumar (2010) has defined
a research as the methodical analysis to get answers to a selected problem”. For the
study the approach of the researcher should be systematic. So the methodology
adopted for the investigation should also be very systematic as such for coming up with
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reasonable results. The methodologies steps are very important aspect in determine
whether the study was conducted in a proper way or not (Goddard 2008). Research
methodology is the section which shows how the researcher had gathered the data and
analysed it, the various philosophy and approach adopted by the researcher and how
the samples were selected etc.
The following chapter will discuss the adopted research philosophy, the research
approach, strategies and the method. And along with it the researcher would also
explain the way population sampling is done, how the data was gathered, how was the
questionnaire developed and designed, the study reliability and its validity, the ethical
problems linked with the study
3.2 Research philosophy
Some deep studies were conducted by Saunders (2011) on the various aspects of
research methodologies, and on the light of those significant studies, he is of the
opinion that all research philosophies are basically based on the point of view of the
concerned researcher. The critical studies conducted have enabled him to put forward
four different types of research philosophies; positivism, realism, interpretive and
pragmatism.
Positivism: Mukherji and Albon(2009) has stated that all positivists have faith in the
fact that, reality is stable at all times and so the subject of study has to be examined, as
well as explained from the tangible point of view. The implied meaning is that anyone
can examine the topic, without disturbing the authentic observable fact (Kothari 2000).
According to positivists the event which is the subject of research should be separated
and that specific reading can be replicated again. As a matter of fact, estimation can be
created from the previously gathered truths and sources, and their relationships.
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According to (Goddard 2008) this kind of positivism really has a rich and lengthy
historical tradition. As per the ‘positivism philosophy’ all types of data that are collected
for the research purpose should bear positive information and must be from
recognizable sources.
Realism: The systematic assessment and the related process of comprehension,
regarding any specific research subject is candidly carried out by an innovative method
and that approach is termed as realism (Dawson, 2009). Some of the topics that come
under the tag of ‘realism philosophy’ are the connected data, the various theories, as
well as their interpretations. It also explains the ultimate result, comments and views
on the research study. The viewpoints and beliefs of the partakers can be very clearly
examined by the method of ‘realism philosophy’. This approach, in fact, gives a better
arrangement to the individual viewpoints of all participants.
Interpretive: The behavioral traits of the participants and the particular circumstances
that are associated with those behavioral patterns can be very evidently explained by
this philosophy. In this method, a faultless conclusion with respect to the subject of the
research study is accomplished, by conducting extremely fruitful interactions with the
involved individuals.
Justification of the chosen philosophy: In this research, the researcher has gone for the
method of ‘Positivism’, after closely examining the proposed research objectives and
the final goals. Yet another key reason for opting for ‘Positivism Philosophy’ is that the
research topic demands a ‘deterministic’ approach on actuality. Moreover the
‘Positivism Philosophy’ is expected to bring to the surface, the pragmatic end-results.
3.3 Research Method
There two types of research method such as qualitative method and quantitative
methods. The numerical as well as non-numerical data is imperative for any kinds of
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research. As far as a business research is concerned there is a necessity of enough
statistical data in order making effective decision (Saunders et.al 2009). There is not
numerical value in the qualitative type of research. Mostly researchers gather data
through observation and interviews and focus groups. The researchers gather data
from group of people here. Whereas the quantitative research is comprised of
numerical data and the data is gathered from survey using questionnaire. The
quantitative data collected are analysed using graphs, diagrams etc. The quantitative
and qualitative research method can be kept together for any sort of research for
getting ideal results all though there is huge difference in two types of methodologies
(Goddard, 2008).
Quantitative and qualitative research: Statistical, as well as non-statistical data are
highly essential for analysing the involved problems, and thereby accomplishing the
proposed end-results of any research. Adequate statistical data is the fundamental
requisite for making an effectual decision on any business research. Both qualitative
and quantitative research data are highly indispensable for gaining eventual and easy
success in all types of business researches. Even then, the needed data for successfully
completing a business research is predominantly gained from the qualitative methods
(Saunders et.al 2011).
Qualitative researches do not contain any statistical records or the connected studies.
The specific data that are gathered from the partakers are truly significant, albeit they
may not be that much precise or perfect (Goddard 2008). The gathered data will not be
adequate for the planned research, as it won’t be precisely perfect for the research.
The main methods employed here will be conducting interviews, surveys and
observations. Even though there is a plethora of differences between ‘qualitative’ and
‘quantitative’ research methodologies, both these methods can be or should be utilized
for carrying out all kinds of researches for gaining perfect upshots.
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Justification of the chosen research method: This particular research will be based on
quantitative method as the data is gathered using self-administered questionnaires by
researcher from the employees and customers of Lloyds TSB bank and the collected
data will be analysed with the help graphs, diagrams and charts. The major motive for
opting quantitative research is that there is a necessity of statistical data for this
complex research. Furthermore, the researcher is aware that in order to reach
appropriate conclusion, this type of method will be effective.
3.4 Research strategies
This section highlights the research strategies adopted for this research for obtaining
the answer to the research problems. The significant thoughts and opinions which are
appropriate for the questionnaires set in the research are described by research
strategy (Saunders et.al 2009). There are various research strategies like action
research, cross sectional studies, case study, survey strategy, experiments etc. Survey
strategies and case study strategies are the most common used strategies (Creswell
2009).
Survey strategy: (Khan 2010) points out that the system of gathering the needed data
from a chosen segment of population, for the purpose of the proposed research study,
can be termed as a survey strategy. It should be specially noted that this technique is
widely used in almost all types of research studies. In effect, this method explores the
collective development of the entire research process.
Case study strategy: As per the techniques of this approach, the appropriate answers
to all of the involved research queries are found out by way of connecting them with
the contemporary happenings in the related field. This method, in effect, will be highly
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supportive to the research subject. The true connection of the research topic with the
actualities can be very effectively studied by this method.
Justification of the chosen research strategy: After the analysis of research analysis,
the research believes that survey strategy is most appropriate for this type of particular
research. According to (Saunders et.al 2009) survey research strategy capitalize the
practice of gathering appropriate data need for the study from selected sample
population and this is used most of the research as it is very effective. Moreover, as this
research is quantitative type of research, it imperative to have statistical data,
therefore the other research strategies will not be effective except survey strategy.
3.5 Data Collection Methods
It is imperative to have both primary and secondary data for any sort of research. If the
researcher focus only one type of data the study will be ineffective, all though
researcher can complete the research. Primary data are the data collected newly using
several methods such as survey using questionnaires, observation, interviews, focus
group etc for the particular study; whereas the secondary data is the one, which has
been collected already as part of other researches. The secondary data is collected
from academic journals, articles, books, publications and magazines (Creswell, 2009).
In this research, the research will collect primary data by conducting survey utilizing
self-administered questionnaires. The questionnaires will be distributed to the
employees and customers of Lloyds TSB for collecting the data, The researcher will
divide the questionnaires into two types such as one for the customers and one for the
employees. Moreover, the research will collect secondary data from various books,
journals, articles, and websites for conducting this research.
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3.6 Data Analysis
The primary data which was needed for this research purpose was gathered through
the distribution of germane questionnaires; the gathered data was then expanded and
examined, using appropriate techniques for supplementary studies. The information
that was garnered by the effective use of quantitative techniques was clearly appraised
and a true picture of the same is given in the subsequent chapter; these data are
presented in the ‘graph model’ for enhanced comprehension. This data was highly
essential for measuring the impacts of the ‘bank automation’ process on the bank
clients, as well as the employees.
3.7 Sampling Techniques
It is not possible to collect information from large number of sample due to several
reasons, therefore it is necessary to select appropriate segment of samples that can
answer to the questionnaires and their answer will be considered as the response for
the entire population (Kumar, 2010). As far as a research study is concerned sampling is
of vital significance and thus these are chosen with extra care. According to Saunders
et.al (2009) the degree of variation in the sample sizes play vital role in the ultimate
findings. There are two types of sampling techniques such as probability and non-
probability sampling techniques and probability sampling comprised of simple random
sampling, systematic sampling and cluster sampling while convenient, quota and
snowball sampling are comprised in non-probability sampling.
Justification for the sampling: This particular research will select probability sampling
technique, amongst the two types of techniques mentioned above. The significant
reason of choosing probability sampling is nothing but it encompasses the sampling
random sampling. As this particular study is based on the banks, it is very difficult to
conduct research, therefore researcher believe that convenient sampling and other
sampling will not work except the random sampling. In this research the respondents
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are divided into two such as employees of the bank and customers of the bank, hence
the perception of both customers and employees can be understood well.
3.8 Questionnaire
If the researcher is employing the method of primary data collection, then obviously
the process involves the development and distribution of well drafted questionnaires;
then those questionnaires must be collected back and assessed in systematic ways.
Strict adherence to this scheme will ensure the success of the research (Goddard 2008).
The questionnaire which is meant for using for this purpose should be created in
extremely dexterous ways; by assessing the answers to the created questions, the
researcher should be able to extract the true mental attitudes of the participants, with
respect to the research subject. If the questionnaire fails to fulfil this part, then of
course the research will not accomplish the set goals.
In this research, the researcher has made use of the ‘close-end’ type of questionnaires
for garnering the required data. It should be specifically stated here that the researcher
had taken real pains for drafting this well-organised questionnaire and has gone to the
extent of checking its dependability and also the authenticity. After these two
processes of checking the authenticity and dependability, the researcher distributed
the prepared questionnaires to the staff of the Lloyds Bank’s and also to the customers.
There are two different groups of questions in the questionnaire and both these parts
were basically based on the topic of ‘bank automation’. One set of questions was
meant for the staff, and the other was for the clients.
3.9 Pilot Testing
All questionnaires that are created for various research reasons must be subjected to
thorough scrutiny, before distributing them to the involved persons; the main reason
for taking this precaution is that, there can be possible vagueness or rigidness in the
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involved questions and in all probabilities, this will deter the survey participants from
answering to those questions (Kothari 2000). It is always sensible to try out the created
survey questionnaire and make the needed adjustments, or modifications; after making
the needed revisions, once again it can be tested just for making sure that the desired
end-results can be achieved through those questions. According to (Goddard 2008)
‘Pilot testing’, by all means, is a drawn out process of scheming, and replicating the
procedures of making amendments to the drafted questionnaire. Experienced
researchers are of the opinion that the ‘Pilot testing’ method is an extremely handy
tool for all researchers, by which they can change the structure of the questionnaire
and can make it more comprehensible, which will in turn make things easy for the
partakers. The questionnaire for this specific research was created in two segments;
one was intended for the staff of the bank and the other was meant for the clients.
3.10 Ethical Issues
In this research the researcher follows the research ethics follows the ethics related to
the research very strictly whilst carrying out the survey with the employees and
customers of the Lloyds TSB bank. The research will inform to the people who involve
in the research about the purpose of the research. Moreover, the collected will be kept
very confidential by the researcher, and none will be forced to participate in the
research. Further the researcher will promise privacy to all the people who participate
in the particular research.
3.11Reliability & Validity
Some of the significant setbacks of any research study are the dependability, the
subject slip-up, the unfairness of the subject of study, the observer blunders, as well as
the prejudices of the observer (Kothari 2000). These issues did not disrupt or make any
trouble during this research time, because the researcher had very wisely created the
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questionnaire for this survey giving due considerations to the core essentials of the
initial hypothesis that can be found in the literature study. In fact, the two key errors
which could have made hindrances for the research were the ‘observer errors’ and the
‘observer bias’. For effectively tackling these two probabilities, the researcher had
taken up two premeditated moves; the first one was gaining the needed help from the
resident trainer and the second one was to go for a ‘pilot testing’ scheme. There will be
little bit of variations in the reliability levels of different observers and the same
observer. The effects of these slip-ups can be annulled by gathering additional
information from the survey participants.
Briefly it can be said that, in this method there is a deliberate attempt from the
researcher for trimming down the effects of the ‘personal bias’ that may get originated
from both the researcher’s and the participant’s ends. The researcher, for making sure
that the conducted research yield productive result, has consciously done certain
groundwork like pilot testing, verifying the authenticity of the gathered data, and
securing the desired levels of help from the local trainer and the researcher’s own
friends. Another meticulous action from the researcher’s end can be seen in the
selection process of the participants; very cautiously the researcher has selected
persons who were having good knowledge about Lloyds Bank.
Determining the exactness and dependability of the gathered research data is yet
another noteworthy process that assures the winning nature of the research. There can
be some noticeable discrepancy between the gathered information and the
confirmation done on the same, because of the nature of the work involved. For
minimizing or nullifying such effects, the research questionnaire should be distributed
to a bigger section of people (Kothari 2000). The dependability part and the validation
process of this specific research can be tested out on the basis of the previous work
done by the researcher and for this the earlier research literature study and the
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attainment of the researcher can be taken into account. It should be also noted here
that in all kinds of researches, there will be ‘authenticity’ and ‘dependability’ issues
which the particular researcher has to face at some points of time of the research.
Actually, these two precise points are added in the list of limits, which the researcher
had to face while performing the research.
3.12 Conclusions
This report is the research proposal of research which is going to be conducted by the
researcher as part of the completion of the course. This research emphasizes the
challenges faced by the banks during the process of manual to automated process. This
proposal highlighted the research methodology, research strategy and sampling
techniques used for this research.
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CHAPTER 4
DATA ANALYSIS AND FINDINGS
4.1 Introduction
‘Data analysis’ has got an altogether different gist when judged against ‘data
presentation’, says (Khan 2010), quoting a former researcher. Therefore, as soon as the
‘survey’ part is over, the very next step in a research process is the examination of the
garnered data for finding the ‘real’ facts and figures. The researcher might have
collected ‘primary data’ or ‘secondary data’ or both; but as far as the research study is
concerned, the significant matter is whether the gathered data is authentic. (Saunders
et al. 2009) point out that the key wish of any researcher will be to arrive at the right
postulation, by gathering proper and crucial data. In this segment of the dissertation,
the analyzer will evaluate the gathered data that are bunched up by the ways of
questionnaire and other varied secondary methods. The ‘secondary data’ is evaluated
first and then, the ‘primary data’ (Khan 2010).
The collected data are basically ‘qualitative’ by nature. The analyzer will cover these
garnered ‘qualitative’ data into a ‘quantitative’ form by using ‘Microsoft Excel Spread-
sheets’, because examining and assessing ‘qualitative’ data is not practically possible.
(Keppel 2000) says that the gathered data holds a convincing connection with a few
theories and assumptions.
4.2 Data analysis:
In order to gain comprehensive knowledge on the subject of the research, the analyzer
had created a wise and insightful questionnaire with a plan to circulate it among a
cluster of selected people, for attaining an affirmative upshot regarding the intentions
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and goals of the study. As a matter of fact, the analyzer had created two types of
questionnaires; one of the set was specifically created for the workers of the bank and
the other one was for the clients, and both the questionnaires were for understanding
the views of the partakers on the subject of the automation of the bank and also about
the connected threats.
4.2. 1. The Questionnaire Prepared For the Employees of Lloyds TSB
A special group of 15 workers of Lloyds Bank was picked up, well in advance, for
handing out the prepared questionnaire. The geared up questionnaire contained some
realistic queries regarding the computerization process of the bank. The gathered
answers clearly explain the point of views of the workers. As a matter of verity, these
employees are in charge of the execution work regarding the mechanization process in
the bank; for that reason, their worries and the various intricacies with respect to that
specific problem are also talked about in the survey. The created questions are given
under:
4.2.1.1. What is your frank view regarding the subject of ‘Bank Automation’?
This was a deliberately designed question and was meant for gauging the general sense
of worker’s vision on the subject of ‘bank automation’. It must be specifically noted
that almost 92% of partook workers were totally affirmative regarding the ‘automation
of banks’. According to their viewpoints, ‘bank automation’ will pave the way for a
better working environment inside the banks. On the other hand, 6% of the
participants were slightly pessimistic about ‘bank automation’; as per their views, the
process will create a whole lot of inconveniences in the functions of banks, which will
make the banks less prolific in due course. More or less 2% of the surveyed workers did
not answer to this question; practically it can be assumed that they are little bit
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bemused by the automation process. The graphical representation of the gathered data
is given below.
Diagram 4.1: What is your view regarding the subject of ‘Bank Automation’?
92%
6%
2
0
10
20
30
40
50
60
70
80
90
What is your frank view regarding
the subject of 'Bank Automation'?
Positive Negative Can't say
4.2.1.2. Do you think, is there any need for special training to bank employees on
‘Bank Automation’?
The key intention of this question was to gather some basic ideas of the inner wishes of
the concerned employees with respect to special training programs for them on the
subject of ‘bank automation’ process. It is an agreed fact that the overall mechanization
process of banks will be extremely favourable to the clients, as many of their
requirements can be sorted out within short periods of time. By giving proper
education on the various connected aspects of the computerization process, the
general working capacity of the employees can be intensified. The researcher wanted
to bring to light the inner thoughts of the employees regarding these topics and that is
why this typical question was prepared and put before the participant workers.
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It was understood by examining the collected data that just about 43% of the
participated workers were highly in favour of providing some kind of training programs
on the subject topic to the bank employees. 48% very intensely support this argument
and says that high-tech training is extremely inevitable, especially during the present
day when high-end technological changes occur very rapidly. It should also be noted
that some of the survey partakers were against any type of training programs for the
employees, even though their percentage is just 6%. As per their views, no special
programs are required, because the workers themselves will learn the needed
techniques by employing their own means. There are also some employees who are
not able to answer that question and the researcher says that they are quite puzzled by
the nature of the question; but number-wise they come to negligible standards, as their
percentage is just around 3%. These people are not sure, whether training programs for
employees were needed or not. The graphical representation of the assessed data is
given below.
Diagram 4.2: Do you think is there any need for special training to bank employees on
‘Bank Automation’?
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43
48
6
3
0
10
20
30
40
50
60
Agreee Strongly agree Disagree No response
Is there any need for special training
to bank employees on 'Bank
Automation'?
Series1
4.2.1.3.Do you think, is the training given by the bank adequate for equipping
yourself with the desired skills on ‘Bank Automation?’
The intention behind the creation of this question was to measure the efficacy level of
the training programs on the subject of ‘bank automation’, especially the training
programs on ATM, ECS, EFT, internet banking, mobile banking etc. The garnered data
was clearly examined and appraised. It was found that almost 70% of the total partook
workers were highly satisfied regarding the quality of the training they received; they
had no hesitation in saying ‘Yes’ to the question. The percentage level of those who
said ‘No’ was 27%; their answers were quite intense also, as they feel they are not at all
benefited by the special training programs. A very small number of employees who
were selected for this special survey were totally ignorant on the topic or they were not
willing to share their mental likings; their numbers came to 3%. The researcher feels
that these people are completely confused regarding the nature of the question and
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the high significance it holds in the contemporary banking scenario. The graphical
representation of this question and answers is given below:
Diagram 4.3: Do you think Is the training given by the bank adequate, for equipping
yourself with the desired skills on ‘Bank Automation?’
70
27
3
0
10
20
30
40
50
60
70
80
Yes No Can't say
Is the training given by the bank adequate, for
equipping yourself with the desired skills on 'Bank
Automation'
Yes
No
Can't say
4.2.1.4. What are the different issues of ‘Bank Automation’, as per your vision?
The researcher had drafted this question with a clear intention of comprehending the
general problems that are faced by the bank staff, during the initial stages of the
automation process. A sudden change from the existing conventional banking methods
to the trendy modern methods was not an easy task for many of the employees and
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the researcher wanted to learn about those technical hitches which are related to the
‘bank automation’ process.
The majority of the employees of ‘Lloyds Bank’ who partook in the survey agreed that
the whole affair seemed truly complex to them, because the entire system became
technology oriented and they were less competent in modern technology; the
percentage of this section was nearly 83%. A section of the staff admitted that the main
problem was their inefficiency to cope up with the modern technological
advancements; the number of these employees came to 43%.
A negligible segment of the employees of ‘Lloyds Bank’ believes that the induction of
computerization will cut off the relationships with their clients in due course, although
inadvertently; the number of this section was approximately 2%. They think that the
interactions with their clients will be reduced and as a result, the intimacy level will
become minimal and eventually it will be terminated. Yet another concern of the
employees was that the ‘automation’ process will ultimately cause detriment to their
own profession. It should be remembered here that it has been proved that the
computerization process will in due course will reduce the number of workers in every
organization; 15% of the survey participants hold this view. The graphical interpretation
of the gathered data is given below.
Diagram 4.4: What are the different issues of ‘Bank Automation’, as per your vision?
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0
100
No.of
employe
e
What are the different snags, as per your vision, of
'Bank Automation'?
Series1 83 43 2 15
Lack of Lack of Losing Fear of
4.2.1.5. Do you think that the ‘bank automation’ will endanger your profession?
Subsequent to acquiring an overall awareness on the diverse dilemmas of the ‘bank
automation’ process, the researcher wished to gain an in-depth understanding on the
subject of the safety of jobs of the employees after the computerization process. When
the relevant question was presented in front of the selected employees, the answers
varied. 75% of them believed that the mechanization process will be a real threat to
their jobs. Their main apprehension was that ‘e-banking’ facility will make the overall
work easier and every bank will manage that work, with a very small work-force; so
eventually, the employee strength of all banks will be reduced. Almost 25% of the
selected employees thought that even if the computerization of banks takes place fully,
there won’t be any kinds of threats to their jobs. Given below is the graphical
representation of the gathered data.
Diagram 4.5: Do you think that the ‘bank automation’ will endanger your
profession?
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YES
NO
0
20
40
60
80
YES NO
Do you think that the 'bank
automation'will endanger your
profession?
4.2. 2 Questionnaire, which is specially designed, for the clients of Lloyds Bank.
Subsequent to the collection of data, on the topic of mechanization of bank, from the
staff of the bank, the researcher was keen on understanding the impact of the same
issue on the clients of the bank. For this purpose he picked up 100 regular clients of the
bank and provided them the specifically drafted questionnaire.
The different types of questions, which were created for that purpose, are given below.
4.2. 2.1. Please mention your gender.
The objective of raising this question was to get the knowledge about the number of
males and females who is participating in the survey. According to the gathered
information, 60% of the participants were males and the balance 40% were females.
This shows that comparatively there is no significant difference in the participant’s
gender. The data is graphically represented below.
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Diagram 4.6: Please mention your gender
0
10
20
30
40
50
60
70
Males Females
Please mention your gender
Males
Females
4.2. 2.2. Describe your age-group.
For a precise judgement on the research topic, the age-group of the existing, regular
clients of Lloyds TSB was necessary and this question was intended for attaining that
purpose. From the received answers, it was understood that 31% of the clients were
from the senior group, with an average age of 50+. The middle-age section of the
clients, who comes under the age-group of 26-50, amounted to 44%. The percentage of
younger generation clients, who are from the below 25 age-group, was 25%. So it was
very clear that the huge section of the clients of Lloyds Bank was from the senior
section of the population. The graphical depiction is given below.
Diagram 4.7: Describe your age-group
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25
44
31
0
10
20
30
40
50
Below 25 26 - 50 Above 50
Describe your age group
Series1
4.2. 2.3. Describe your qualifications.
For gauging the true spirit of the responses, the educational backgrounds of the clients
were also necessary and this specific question was aimed for gaining that knowledge.
The replies reveal that majority of the clients were having the base education, and
others were having good educational backgrounds. 18% of the clients were holding
post-graduate degrees and 53% were graduates. The rest 33% were having the
graduation.
Diagram 4.8: Describe your qualifications
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18%l
33%
49
0
10
20
30
40
50
60
Post graduateGraduate SSC
Describe your qualifications
Series1
4.2. 2.4. What are your general banking needs?
The purpose of the client’s regular bank visits was also significant for examining the
research topic and that is why the researcher had created this question. He wanted to
know about the banking services, for which the customers depended on Lloyds Bank.
As per the gathered data, 50% of the customer visits were for cash withdrawal and
another 50% were for making deposits. The percentage of those who wanted to know
about their account balance was 23%. 34% visited the bank for updating purposes.
Transferring cheques or demand drafts were the intention of 6%, while 10% visited the
bank for doing fund-transfer. On the whole, 15% of the clients visited the bank for the
repayment of their loans. A detailed graphical explanation is given below.
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Diagram 4.9: What are your general banking needs?
Series1,15
0
10
20
30
40
50
60
AxisTitle
What are your general banking needs?
4.2. 2.5. What are your general ‘e-banking’ needs?
As many of the modern banking concepts are mainly focused on ‘e-banking’
techniques, the general idea on the client’s ‘e-banking’ needs was necessary for the
researcher for assessing the research topic in a worthwhile fashion. This question was
tailored, particularly for that purpose. According to the garnered data the highest
usage, which comes under the tag of ‘e-banking’, is the ATM usage; more or less 67% of
the regular clients of Lloyds Bank use the ATM facility. While 25% clients use internet
banking facility, mobile banking service is utilized by 15%. Only 9% of the clients use
telephone banking facility, while the PC banking usage is very less, and just 2% of the
total participated clients use this facility. It should be specifically noted that 12% of the
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participated clients did not use any kind of ‘e-banking’ methods and they said that they
are very much satisfied with the conventional banking styles.
A comprehensive study on this particular issue of ‘e-banking usage of clients’ showed
that, only a very short number of clients prefer ‘e-banking services’. So if Lloyds Bank
wishes to have more ‘banking transactions’, it is highly imperative that the bank should
take the desired steps for making their clients aware of the bank’s diverse ‘e-banking’
facilities, with which each client can enjoy each and every banking transaction in laid-
back manners. The bank management can do this effectively by organizing various
meetings of the clients or by publishing descriptive brochures or by way of catchy
advertisements. The graphical representation of the gathered data is given below.
Diagram 4.10: What are your general ‘e-bnaking’ needs?
0
10
20
30
40
50
60
70
80
Series1
4.2. 2.6. Which service you like the most, among the bunch of banking services?
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For precisely analysing the research topic, the researcher needed another vital factor
regarding Lloyds Bank and that was regarding the highly popular ‘e-banking’ service of
the bank. This was the reason behind the creation of this question. The collected data
reveals that the highly popular ‘e-banking’ facility of Lloyds Bank was the ATM service;
80% of partook employees said that their most favourite ‘e-banking’ service was ATM.
The next preferred service was ‘internet banking’ and almost 10% opted for this
service. Other services scored relatively low percentages; 5% of the clients opted for
‘mobile banking’, while only 3% clients were there for ‘telephone banking’. Only 2% of
the customers said that they opted PC banking.
Diagram 4.11: Which service you like the most, among the bunch of banking services?
0
20
40
60
80
100
ATM Internet
banking
Mobile banking Telephone
banking
PC banking
Which service you like the most among the
bunch of banking services?
Series1
4.2. 2.7. Are you convinced that the ‘bank automation’ will reduce the transaction
time?
This was a pertinent question for comprehending the overall client advantages, with
respect to the ‘bank automation’ process and it was only for this purpose, the
researcher coined-up the words of this question. Surprisingly almost 95% of the clients
said they are truly happy about the ‘bank automation’ process, because they are
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relieved of standing in queues for carrying out various banking transactions. All of their
transactions can be now performed within a matter of minutes. A very small portion of
the clients said that they are not happy about the present happenings, because they
are not accustomed to these new methods. The details of the findings are expressed in
graphical terms, below.
Diagram 4.12: Are you convinced that the ‘bank automation’ will reduce the
transaction time?
YES
NO
0
10
20
30
40
50
60
70
80
90
100
YES NO
Areyou convinced that the 'bank automation'
will reduce the transaction time?
4.2. 2.8. Do you think that ‘automated transaction’ is safer?
For gaining an insightful knowledge on the topic of ‘bank automation’, it was extremely
necessary to know how the customers viewed the security aspect of ‘bank automation’
and this question was projected for that purpose only. The results show that most of
the customers really feel that the modern methods of ‘e-banking’ are very much safer.
90% of clients, who participated in the survey, said that they truly feel secured while
doing ‘e-banking’ transactions. The balance 10% of clients don’t take this opinion and
they say that, whoever has got some kind of access to the main server can very easily
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get all the details of any account. They add that a computer connoisseur can hack any
‘e-bank account’ with ease and this infringement was not possible in the customary
banking methods. The details of the gathered information regarding this question are
depicted below in graphical terms.
Diagram 4.13: Do you think that ‘automated transaction’ is safer?
YES
NO
YES NO
0
10
20
30
40
50
60
70
80
90
100
Do you think that
‘automated transaction’ is
safer?
4.2. 2.9. Do you believe that the efficacy of banking system is enhanced by
mechanization?
Yet another significant matter which the researcher desired to know was the impact of
‘bank automation’ process on the overall working pattern of the bank; only by knowing
whether the banking methods have become simple or complex, because of the
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‘automation’ process, the proper examination of the research topic could be done.
When this question was presented before the selected clients, almost 95% of them
answered that they think the efficiency level of the overall banking services have
increased quite a lot, just because of the computerization process. They also added
that, all banking functions are now done very swiftly, as well as effectively and they
truly feel pleased with the outcome. 5% of the participated clients said that there are
no visible changes, because of ‘e-banking’; according to them, all banking transaction
processes looks the same as before. The garnered data is given a graphical
representation and is illustrated below.
Diagram 4.14: Do you think that the efficacy of banking system is enhanced by
mechanization?
YES
NO
0
20
40
60
80
100
YES NO
Do you think that the efficacy of banking
systemis enhanced by mechanization?
4.2. 2.10. According to you what is the key snag that appeared because of ‘bank
automation’?
This question was formulated by the researcher for understanding some of the top
concerns of the clients of Lloyds Bank, which were created because of the ‘bank
automation’. 30% of the clients felt that the bank automation has taken away the
chance of personal help from the bank staff. Some of the clients feel that the
automation has created a gap between the bank staff and clients and their number by
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percentage-wise is 20%. 10% of clients think that there are possibilities of technical
mistakes in ‘e-banking’. Another section of clients believe that there is a problem of
security with ‘e-banking’ and their number is 5%. 10% of the clients think that because
of the dearth of proper computer knowledge is really a problem while performing ‘e-
banking’. The collected data is demonstrated below in graphical format.
Diagram 4.15: According to you what is the key snag that appeared because of ‘bank
automation’?
0
5
10
15
20
25
30
35
Series1
4.3. Findings
The investigation of the primary data, which were gathered through the appropriately
prepared questionnaire, was done in highly commendable ways for clearly
comprehending the research topic. In this segment of ‘data examination’, the results of
the investigation are thoroughly reviewed. As the primary data collection was done
through two sources, employees and clients, the results are also given in two sub-
segments. The first one is the answers of the employees and the second one is the
answers from the regular clients of Lloyds Bank.
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4.3.1. Results of the examination of the data, gathered from the staff of Lloyds Bank.
In this part of the research study, the details of the first part of the primary data, which
are in fact derived from the different viewpoints of the staff of Lloyds Bank, are closely
examined. The relevant details of the close examination are given below.
• The major portion of the staff of Lloyds Bank favours the introduction of ‘bank
automation’ and ‘e-banking’ methods; percentage-wise they come to 84% of
the participated employees. As per the viewpoints of this section, these new
ways of banking methods will take away a good part of their job intricacies.
They also hold the opinion that the clients will be benefited considerably.
• The gathered data clearly shows that most of the employees of the bank were
highly experienced, as almost 50% were from the age-group of 31-45. It is from
this estimable experience that they gave their endorsements in favour of ‘bank
automation’ and ‘e-banking’ methods.
• It must be noted in particular that along with the majority approval, a small
section of the employees are against any kinds of mechanization processes.
• The questionnaire also brought to light the educational backgrounds of the staff
of Lloyds Bank. The majority of the employees are graduates; percentage-wise it
can be stated that 60% of the staff are graduates. The implied meaning of this
factor is that the bulk of the employees are erudite and they know the
advantageous, as well as the useless methods as far as banking processes are
concerned.
• Another vital factor that surfaced through the survey is that some of the
employees are not at all sure about the methods by which the various
mechanized procedures are dealt with. The basic reason for this is the lack of
computer knowledge.
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• A good aspect that came out of this survey is that, almost 48% of the employees
who lack computer proficiency are very much keen on acquiring that skill for
making themselves fit for handling ‘e-banking’ techniques.
• Answering a question concerning the diverse training programs of the bank for
making the employees fit for handling the ‘e-banking’ methods, 70% of the staff
said they are truly satisfied with the bank’s initiatives; but almost 27% are not
satisfied and they think they have a lot more to learn regarding the
computerized methods.
• The survey found out a few of the apprehensions of the employees regarding
the computerization process. While 83% of the participated employees are
worried about the dearth of the desired computer knowledge, 43% are lacking
confidence for handling the ‘e-banking’ methods. Almost 2% are worried about
the loosing of closeness with their usual clients. Yet another 15% are highly
anxious about the security of their jobs.
• One of the serious matters that became visible, just because of this survey was
that some of the employees are extremely worried about their job security.
They feel that due to the automation process, the giant portion of the bank
works, which were hitherto managed manually by them, will be done by
mechanical processes and eventually, this will lead to the reduction of staff.
4.3.2. Relevant details from the client’s data:
The close examination of the data, which were collected from the regular clients of
Lloyds Bank, exposed a few significant particulars, regarding the ‘computerization’ of
the bank functions and ‘e-banking’ methods. Some brief explanations on those findings
are noted below.
• The statistical data regarding the partakers of the survey demonstrates that the
selected group of clients have got diverse demographic characteristics. They
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differ in gender, age and educational backgrounds. This varied trait of the
partakers ensures the quality, as well as the candour of the study.
• One of the key questions of the questionnaire that were distributed among the
regular clients of Lloyds Bank was regarding the intention behind the bank visit.
The majority of clients visited the bank for withdrawal of money or for
depositing money; 50% of the participated customers quoted this reason for
their bank visits. Many other clients visited the bank for other reasons like
updating their account, checking the balance, DD creation or for repayment of
their loans with the bank.
• While answering a question regarding the preferred ‘e-banking’ facility, almost
67% said that ATM service was their most preferred facility. 27% of the total
participated clients voted for the ‘internet banking’ facility, while some others
have preferences for many other types of modern banking patterns like the
‘mobile banking’, ‘telephone banking’ and ‘PC banking’.
• Many of the survey participants admitted that the best ‘e-banking’ service, out
of the cluster of modern ‘e-banking’ techniques, is the ATM facility; almost 80%
of the customers are in favour of this answer. It should be remembered that a
whole lot of NRI persons were benefited by this service.
• Majority of the regular clients of Lloyds Bank seriously believe that the
‘mechanization’ of the bank has saved a lot of time for them; 95% of the clients
who were selected for this survey categorically said that they strongly believe
that the bank computerization is highly effective and because of this, they don’t
have to stand in lengthy queues for carrying out various banking transactions.
• Another significant question that was placed in front of the customary clients of
the bank was regarding the security of various ‘e-banking’ activities. Here also,
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Dissertation research on the risk management challenges encountered during shifitng manual process to automation in the banking sector- a case study at lloyds tsb 1

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