Research Methodology

An assignment of reporting on “E-Banking and Customers Satisfaction in Bangladesh: An Analysis” by Jannatul Mawa Nupur, Senior Lecturer in Marketing, Department of Business Administration, Northern University Bangladesh.

Submitted by: Md. Jaidur Rahman Roll No: 925 28th Batch, MBA (evening) Faculty of Business Administration (FBA) University of Science & Technology Chittagong (USTC)

Submitted to: Professor Dr. Gouranga Chandra Chanda Class Teacher, M615: Research Methodology Faculty of Business Administration (FBA) University of Science & Technology Chittagong (USTC)

Date of Submission: February 22, 2013

Table of Contents:

| Title |Page Number |
|Introduction |2 |
|Research Process |2-3 |
|Structure of the Studied Report |3 |
|Comments of the Studied Report |3-4 |
|Conclusion |5 |

Introduction:
The purpose of this report is to analyze if the research conducted by “Jannatul Mawa Nupur, Senior Lecturer in Marketing, Department of Business Administration, Northern University Bangladesh” on “E-Banking and Customers Satisfaction in Bangladesh: An Analysis ” is carried out by following the sequential steps of research process.

This report will discuss the good points and points to improve about the report on “E-Banking and Customers Satisfaction in Bangladesh: An Analysis ” by “Jannatul Mawa Nupur, Senior Lecturer in Marketing, Department of Business Administration, Northern University Bangladesh” on the ground of research process.

Research Process:
A typical research process can be described as in the below diagram;

Figure-1: Typical Research Process
It is not mandatory that each and every research will include exactly the above steps. Some research may not contain all the steps described depending on the nature of the research, procedure followed by the researcher and many other factors.

Structure of the Studied Report:

| Title |Page Number |
|Introduction |145-146 |
|Literature Review |146-148 |
|Rationale of the Study |148 |
|Objectives of the Study |148 |
|Methodology of the Study |148-149 |
|Analysis and Findings |149-152 |
|Concluding Remarks |153 |
|Recommendations |153-154 |
|Limitations of the Study and Further Agenda for Research |154 |
|References |154-155 |
|Appendix |156 |

Comments on the Studied Report:
The research process of the studied report has been evaluated against each sequential steps of a typical research process. This is discussed in details as below;

Defining Research Problem:
The research problem has been defined perfectly in the studied research report. The researcher defines the research problem [page no. 146] as,
“1. What are the major service quality dimensions to satisfy the customers in e-banking? 2. What are the policies will be followed to ensure the quality of services for customer satisfaction?”

Literature Review:
The literature review step is followed perfectly in this research. The researcher studied the concepts and recent findings of the research topic. She briefly described her literature review works in page no. 146 to 148 in the research report. She also cited few finding for the recent research e-banking and customer satisfaction.

Formulating Hypothesis:
The Researcher formulates the hypothesis as;
Ho (Null hypothesis): There is a relation between customer satisfaction in e-banking and reliability, responsiveness, assurance, empathy and tangibles.
Ha (Alternative hypothesis): There is a relation between customer satisfaction in e-banking and reliability, responsiveness, assurance, empathy and tangibles.

Research Design:
The research design part of this report is not very specific and objective oriented. The author only descried very shortly the Data Source and Sampling Plan in page no. 148 of this report. But the research design should describe the below points in details; • What is to be done – the scope of the study • Where – the places of the study • How – experimental design & data collection • Whom – key personnel of the study • When – what is the time frame
So, research design part of this report is not as expected and could be interesting if the above mentioned points were included with brief discussion.

Data Collection:
This part is presented in the studied report perfectly. The researcher explained in details about data collection. The data source and sampling planed is explained in page no. 148. She also provided the information about data collection briefly in the abstract part at the very first page of the report.

Data Analysis:
The research study has followed the process of data analysis. The researcher analyzed the collected data with the appropriate process and techniques. She also explained her analysis in details from page no. 149 to page no. 152. So the data analysis process in this research is exactly maintained and it is well presented in the report.

Result and Discussion:
The researcher used appropriate technique to test the hypothesis and based on the result she explained the consequences. She discussed the interpretation of the result in her report under the heading of “Analysis and Findings” from page no. 149 to 151 of the studied report. I would like to say the Result and Discussion part of this report is good enough and provided all the required information of the research process.

Drawing Conclusion/ Inference:
Conclusion has been drawn very effectively and smartly. She concluded her finding of the research in page no. 153. She also provided few her recommendations on the research topic. The limitation of her study is also mentioned which is very effective of further research on this topic.

Reporting:
The researcher presented her study with an orderly & systematic manner and the layout of the report is also good. She also followed the standard structure of reporting a research work. Therefore it’s fair enough to conclude that the reporting presentation of the report on “E-Banking and Customers Satisfaction in Bangladesh: An Analysis” by “Jannatul Mawa Nupur, Senior Lecturer in Marketing, Department of Business Administration, Northern University Bangladesh” is very fine and well structured.

Conclusion:
This report briefly points out the positive points and negative points of the studied report with respect to the research process. The report on “E-Banking and Customers Satisfaction in Bangladesh: An Analysis” by “Jannatul Mawa Nupur, Senior Lecturer in Marketing, Department of Business Administration, Northern University Bangladesh” has been prepared well, all the basics steps of research process has been followed and presented in a lucrative way. Although the research designs part is not good enough and should be improved more. I would say it’s a good research report from research process point of views.

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Defining Research Problem

(1)

Data Analysis -arranging -coding/decoding -tabulation
(6)

Data Collection

(5)

Research Design
-experimental design -sample design
(4)

Reporting
-report writing
-thesis writing
(9)

Drawing Conclusion/ Inference

(8)

Literature Review -concept
-recent findings
(2)

Formulating Hypothesis

(3)

Result & Discussion

(7)