Enhancing HSBC’s Operational Performance and Customer Engagement in the UK Retail Banking Sector (2024)
Operational Performance and Customer Engagement UK Banking Dissertation – This dissertation explores ways to enhance customer satisfaction and operational efficiency in HSBC’s retail banking services. Using a quantitative approach involving surveys, the research examines customer demographics, preferences, and engagement with banking services. The findings reveal that younger customers are far more engaged, particularly with digital banking channels. This highlights the importance of developing digital solutions specifically designed for younger clients. Gender differences in customer engagement also underscore the need for targeted marketing strategies to address the varying needs of male and female customers.
The study identifies opportunities for product innovation, personalised customer interactions, and continuous improvement of digital banking platforms as key areas to boost operational efficiency and customer satisfaction. Recommendations include investing in digital transformation, implementing targeted marketing initiatives, enhancing customer engagement, promoting financial literacy, strengthening data security protocols, fostering innovation, and monitoring key performance metrics. By adopting these strategies, HSBC can retain its competitive edge in the UK retail banking sector, build customer loyalty, and achieve sustainable growth.
Dissertation objectives:
- To evaluate the current levels of operational efficiency and customer satisfaction in HSBC’s retail banking services, identifying key areas for improvement.
- To assess the adoption rates of digital banking among HSBC’s customers, while identifying common barriers and preferences.
- To pinpoint specific areas within retail banking operations where strategic improvements could significantly enhance both customer experience and operational effectiveness.
- 10,000 words – 52 pages in length
- Excellent use of literature
- Good analysis of subject area
- Well written throughout
- Ideal for business and finance students
1 – Introduction
Background
Research Objectives
Research Questions
Dissertation Rationale
Justification for the Proposed Research Project
Proposed Sample Group and Specific Criteria
How the Proposed Sample Group Will Be Formulated
Sample Group Involvement
Sample Group Consent
2 – Literature Review
Existing Literature Review
Digital Transformation
Customer Experience and Satisfaction
Operational Efficiency
New Literature Review
Literature Gap
Customer Loyalty
Customer Satisfaction and Service Quality
Customer Loyalty and Satisfaction
Technology, Customer Journey, and Experience
Conceptual Framework
3 – Methodology
Research Design
Research Philosophy
Positivism
Interpretivism
Research Approach
Inductive Research Approach
Deductive Research Approach
Abductive Approach
Data Collection
Data Analysis
Research Strategies
Time Horizon
Sampling
Ethical Considerations
4 – Data Presentation and Findings
Data Presentation
Data Analysis
Discussion
Youth Engagement and Digital Banking Solutions
Gender Disparity and Targeted Marketing
Occupational Demographics and Product Innovation
Preference for Digital Channels and Service Optimisation
Transaction Frequency and Customer Engagement
Levels of Satisfaction and Loyalty
Recommendations
5 – Conclusions
Conclusion
Limitations and Future Research
References
Appendix
