Contents21 Introduction 21.1 Data collection 21.2 Sampling method & Sample Selection 31.3 Question Schedule 42 Collected Data: 62.1 Analyzing Data: 82.2 Summarizing Data 103 Producing information 103.1 Findings 113.2 Conclusion: 124 Making decisions 124.1 Information processing tools 124.2 Project plan 134.3 Financial tools for decision making 145 References: IntroductionThe importance of online banking service quality is increasing day by day which has created a necessity of examining the online service quality of Barclays to evaluate the online customer satisfaction based on online service quality provided by Barclays. There is no any specific yardstick to evaluate online banking service quality (Cox and Dale, 2001). Taking into the consideration of these constraints this task intends to evaluate online banking service quality of Barclays by evaluating different service quality dimensions.Data collectionFor completing this task both primary and secondary data is required. A sample survey on the online service quality of Barclays is conducted for collecting primary data. The dimensions are efficiency, fulfillment, system availability, privacy, assurance, site aesthetics, responsiveness and contact. This survey is conducted in the different branches of Barclays bank to find out the online service quality of Barclays. Responses are collected as seven point Likert scales which is one-dimensional psychometric scale widely used to categorize the responses in a survey (social research method, 2006). Likert pints are as follows;Secondary data is required for designing theoretical model. Secondary data is collected from different papers and e-libraries of different renowned universities. Some data also collected from real libraries where the author has membership.Sampling method & Sample SelectionA sample of 25 online banking customers is selected randomly for collecting primary data and for this purpose the author has visited different branches of the Barclays in London. Sampling indicates that everyone in a population has equal chance of selection. Simple random sampling is used as it permits to use statistical methods to examine sample results (Frerichs, 2008). Customer surveyed are with the age of 18 to 50 because people with this age limit are kept them up to date and are expert to use the online banking service. The customers within that age limit are also capable to evaluate the questions about the service quality provide by Barclays and rank the question based on their evaluation.Question SchedulePlease give the rank for the following statements if you are online banking customer of BarclaysQuestionnaire on the online service quality of BarclaysPlease provide information about perceived quality of online banking services comparing with your expectations based on your experiences as a customer of Barclays. Please circle the number of your choice.
Service quality exceeds expectations
Service quality matches expectations