1

Contents
1 Introduction ........................................................................................................................ 2
1.1 Data collection............................................................................................................. 2
1.2 Sampling method & Sample Selection........................................................................ 2
1.3 Question Schedule ....................................................................................................... 3
2 Collected Data: ................................................................................................................... 4
2.1 Analyzing Data:........................................................................................................... 6
2.2 Summarizing Data ....................................................................................................... 8
3 Producing information ...................................................................................................... 10
3.1 Findings ..................................................................................................................... 10
3.2 Conclusion:................................................................................................................ 11
4 Making decisions ............................................................................................................. 12
4.1 Information processing tools ..................................................................................... 12
4.2 Project plan ................................................................................................................ 12
4.3 Financial tools for decision making .......................................................................... 13
5 References: ....................................................................................................................... 14














2

1 Introduction
The 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.
1.1 Data collection
For 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.
1.2 Sampling method & Sample Selection
A 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
Highly
dissatisfied =1
dissatisfied=2
Somewhat
Dissatisfied=3
Indifferent=4
Somewhat
Satisfied=5
Satisfied=6
Highly
Satisfied=7

3
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.

1.3 Question Schedule
Please give the rank for the following statements if you are online banking customer of
Barclays
Questionnaire on the online service quality of Barclays

Please 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 Service quality does not
matches expectations
7 6 5 4 3 2 1



Q
(ques-
tions)
Variables Scale explanation
ZONE OF TOLERANCE

4
Q.01 Website of the bank is easily
accessible
7 6 5 4 3 2 1
Q.02 All essential contents are available on
the site
7 6 5 4 3 2 1
Q.03 Barclays maitains its promised
commitment to online cusemers
7 6 5 4 3 2 1
Q.04 Bank provid quick safe and accurate
onlline transaction
7 6 5 4 3 2 1
Q.5 Launching, loading and execution of
site is quick and proper
7 6 5 4 3 2 1
Q.6 Privacy of personal information is
maintained properly
7 6 5 4 3 2 1
Q.7 I have confidence & trust on Barclays
service
7 6 5 4 3 2 1
Q.8 The web design is visually attractive 7 6 5 4 3 2 1
Q.9 Barclays provide immediate response
to customer request and querry.
1 2 3 4 5 6 7
Q.10 The bank has enough online customer
care delegate
7 6 5 4 3 2 1

2 Collected Data:
Survey data is collected and entered in SPSS statistical software for the purpose of
summarizing and analyzing. Following table represent the data of ten questions asked to 25
online customers of Barclays.
Respondent Q.1 Q.2 Q.3 Q.4 Q.5 Q.6 Q.7 Q.8 Q.9 Q.10

5
1 5 5 6 5 5 7 7 3 4 5
2 2 3 5 4 4 5 5 5 5 3
3 5 4 6 6 4 6 7 7 5 5
4 5 6 5 5 5 6 6 4 5 5
5 6 5 5 6 5 7 7 7 5 5
6 6 4 7 5 5 4 4 5 4 4
7 6 4 6 6 6 6 6 6 7 6
8 5 6 4 7 6 7 7 5 7 7
9 4 3 5 4 2 5 5 4 5 7
10 7 5 5 6 5 6 7 7 5 7
11 5 6 7 5 6 7 7 4 6 7
12 6 6 7 5 5 6 6 4 6 6
13 5 4 6 4 3 5 5 5 4 6
14 4 2 5 1 1 3 3 1 4 3
15 4 3 5 4 2 3 3 3 3 5
16 7 6 7 5 6 6 6 5 7 7
17 5 5 6 7 5 5 4 4 4 6
18 6 7 7 5 6 6 6 5 6 6
19 5 5 6 7 5 7 7 5 6 6
20 6 7 6 5 5 7 6 6 6 7
21 7 4 7 6 5 6 5 5 7 5
22 3 2 5 3 3 3 6 3 4 4

6
23 6 5 6 5 5 6 7 6 6 7
24 5 5 7 7 6 7 6 5 6 6
25 7 5 6 5 5 5 5 4 6 7

2.1 Analyzing Data:
In the first question respondent are asked whether the site of the bank is easily accessible. 8
percent respondent answered blow the zone of tolerance and 80 percent customers that sit is
easily accessible . The next statemtment is about all essential contents available on the site.
20 percent respondent answered blow the zone of tolerance and 60 percent customers
responded positvily. Third statement is regarding Barclays maitainance of promised
commitment to online cusemers. No respondent answered blow the zone of tolerance and 96
percent customers responded tha bank keeps promised commitment . Forth statement is about
banks provisison of quick, safe and accurate onlline transaction. 8 percent respondent
answered blow the zone of tolerance and 76 percent customers responded that bank serve
quick and accurate transaction. Fifth statemetn is regarding launching, loading and execution
of site is quick and proper. 20 percent respondent answered blow the zone of tolerance and 72
percent customers responded that site is loaded and executed quickly.
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q8
F VP CP VP CP VP CP VP CP VP CP VP CP VP CP VP CP VP CP VP CP
1 4 4 4 4 4 4
2 4 4 8 8 8 12
3 4 8 12 20 4 8 8 20 12 12 8 8 12 16 4 4 8 8
4 12 20 20 40 4 4 16 24 8 28 4 16 8 16 24 40 24 28 8 16
5 36 56 32 72 32 36 40 64 48 76 20 36 20 36 36 76 24 52 24 40

7
6 28 84 20 92 36 72 20 84 24 100 36 72 32 68 12 88 32 84 28 68
7 16 100 8 100 28 16 100 28 100 32 100 12 100 16 100 32 100

Q.1 Q.2 Q.3 Q.4 Q.5 Q.6 Q.7 Q.8 Q.9 Q.10
25
quarti
le
5 4 5 4 4 5 5 4 4 5
50
quarti
le
5 5 6 5 5 6 6 5 5 6
75
quarti
le
6 6 7 6 5.5 7 7 5.5 6 7
F= Frequency
VP= Valid Percent
CP= Cumulative Perce

Sixth statement is about maintaining privacy of personal information properly. 12 percent
respondent answered blow the zone of tolerance and 84 percent customers responded
positvily. Seventh question is asked wheather customer have confidence & trust on Barclays
service. 8 percent respondent answered blow the zone of tolerance and 84 percent customers
responded that they have trust on banks service. Eithth satement is regardig the visually
attractiveness of web design. 16 percent respondent answered blow the zone of tolerance and
60 percent customers responded positvily. Nineth question is regardign the Barclays
provision of immediate response to customer request and querry. 4 percent respondent
answered blow the zone of tolerance and 72 percent customers responded that bank provide
immediate response. The last question is asked whether the bank has enough online customer

8
care delegate. 8 percent respondent answered blow the zone of tolerance and 84 percent
customers responded positvily.

2.2 Summarizing Data
From the data aforementioned mean, median and mod is calculated. Mean which is also
called average can be calculated by summing all data and dividing that sum by number of
data. Median is the middle vale of data and mode is value that occurs most often in a given
data set. The following table shows the mean, median and mode of ten question responded by
twenty five respondent
In the first question respondent are asked whether the site of the bank is easily accessible.
The mean responses of this question is 5.28 which idicate that average custiomers are
somewhat agreed with the statement. The median of the responses of this question is 5 which
is the middle value of the responses. Mod of responses is 5 which indicates that majority of
respondent are somowhat agreed that Barclays website is easily accessible. Second
statemtment is asked whether all essential contents are available on the site. The mean
responses of this question is 4.68 which idicate that average custiomers are indifferent with
the statement. The median of the responses of this question is 5 which is the middle value of
the responses. Mod of responses is 5 which indicates that majority of respondent are
somowhat agreed that Barclays website contains esseential contents. Thir statement is
regarding Barclays maitainance of promised commitment to online cusemers. The mean
responses of this question is 5.88 which idicate that average custiomers are somewhat agreed
with the statement. The median of the responses of this question is 6 which is the middle
value of the responses. Mod of responses is 6 which indicates that majority of respondent are
agreed that Barclays maitaints promised commitemtn to customers. Forth statement is about
banks provisison of quick, safe and accurate onlline transaction. The mean responses of this
question is 5.12 which idicate that average custiomers are somewhat agreed with the
statement. The median of the responses of this question is 5 which is the middle value of the
responses. Mod of responses is 5 which indicates that majority of respondent are somowhat
agreed that the bank provide quick, safe and accurate tranisaction.
Statistics Q.1 Q.2 Q.3 Q.4 Q.5 Q.6 Q.7 Q.8 Q.9 Q.10

9
Mean 5.28 4.68 5.88 5.12 4.60 5.64 5.72 4.72 5.32 5.68
Median 5 5 6 5 5 6 6 5 5 6
Mode 5 5 6 5 5 6 6 5 6 7

Fifth statemetn is regarding launching, loading and execution of site is quick and proper. The
mean responses of this question is 4.6 which idicate that average custiomers are indifferent
with the statement. The median of the responses of this question is 5 which is the middle
value of the responses. Mod of responses is 5 which indicates that majority of respondent are
somowhat agreed that Barclays website is loaded and executed easily. Sixth statement is
about maintaining privacy of personal information properly. The mean responses of this
question is 5.64 which idicate that average custiomers are somewhat agreed with the
statement. The median of the responses of this question is 6 which is the middle value of the
responses. Mod of responses is 6 which indicates that majority of respondent are agreed that
Barclays website maintains privacy. Seventh question is asked wheather customer have
confidence & trust on Barclays service. The mean responses of this question is 5.72 which
idicate that average custiomers are somewhat agreed with the statement. The median of the
responses of this question is 6 which is the middle value of the responses. Mod of responses
is 6 which indicates that majority of respondent are agreed that customers have trust on bank.
Eithth satement is regardig the visually attractiveness of web design. The mean responses of
this question is 4.72 which idicate that average custiomers are somewhat agreed with the
statement. The median of the responses of this question is 5 which is the middle value of the
responses. Mod of responses is 5 which indicates that majority of respondent are somowhat
agreed that Barclays website is visually attractive. Nineth question is regardign the Barclays
provision of immediate response to customer request and querry. The mean responses of this
question is 5.32 which idicate that average custiomers are somewhat agreed with the
statement. The median of the responses of this question is 5 which is the middle value of the
responses. Mod of responses is 6 which indicates that majority of respondent are somowhat
agreed that Barclays provide immediate response to customers. The last question is asked
whether the bank has enough online customer care delegate. The mean responses of this
question is 5.68 which idicate that average custiomers are somewhat agreed with the
statement. The median of the responses of this question is 6 which is the middle value of the

10
responses. Mod of responses is 7 which indicates that majority of respondent are somowhat
agreed that Barclays has egough online customer care deligate.

3 Producing information
3.1 Findings
Majority of the respondents express that site of the bank is easily accessible and average
customer are somewwhat satisfied.80 percent customers think that site is easily accessible.
Most of the customers express contents are available on the site and average customer are
indifferent. 60 percent customers believe about the availability of contents. Majority of the
customers view tha Barclays maitainance of promised commitment to online cusemers and
average customer are somewwhat satisfied. 96 percent customers think that bank maintain
commitment.


This is found that most of the respondents express banks provisison of quick, safe and
accurate onlline transaction and average customer are somewwhat satisfied. 76 percent
customers believe about the banks safe and accurate transaction. Majority of the customers
express launching, loading and execution of site is quick and proper and average customer
are indifferent. 72 percent customers judge that site is loaded and executed quickly. Most of
the respondents express maintaining privacy of personal information properly and average
customer are somewwhat satisfied. 84 percent customers consider that bank maintain privacy
of personal information. Majority of the r customers express customer have confidence &
0
20
40
60
80
100
Q.1 Q.2 Q.3 Q.4 Q.5 Q.6 Q.7 Q.8 Q.9 Q.10
80
60
96
76
72
84 84
60
72
84
Positive respondent
Positive respondent

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trust on Barclays service and average customer somewwhat satisfied. 84 percent customers
have confidence and trust on service.

This is also found that most of the respondents express regardig the visually attractiveness of
web design. and average customer are indifferent. 60 percent customers feel visual
attractiveness of bank. Majority of the customers express provision of immediate response to
customer request and querry. and average customer somewwhat satisfied. 72 percent
customers that bank provide immediate response to customer request. Most of the
respondents express whether the bank has enough online customer care delegate and average
customer somewwhat satisfied. 84 percent customers assume that bank has enough online
customer care delegate.

3.2 Conclusion:
This work analyzes and examines efficiency, fulfillment, system availability, privacy,
assurance, site aesthetics, responsiveness and contact of Barclays bank in London. The site of
the bank is easily accessible. All essential contents are available on the site but significat
number of people think that there is some lackage of information. So more necessary informa
shoud be added. Barclays highly maitainance of promised commitment to online cusemers.
The bank also provide of quick, safe and accurate onlline transaction properly and launching,
loading and execution of site is quick and appropriate. Bank highly maintains privacy of
personal information properly and the customer have confidence & trust on Barclays
service.The web design of bank is visually attractive but significat respondent has complain
on the visual attractiveness of website. So website should be more attractive and bank should
work for increasing visual attractiveness. Barclays provide immediate response to customer
request and querry and bank has enough online customer care delegate
0
1
2
3
4
5
6
7
Q.1 Q.2 Q.3 Q.4 Q.5 Q.6 Q.7 Q.8 Q.9 Q.10
5.28
4.68
5.88
5.12
4.6
5.64
5.72
4.72
5.32
5.68
5 5
6
5 5
6 6
5
6
7
Mean
Mode

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4 Making decisions
4.1 Information processing tools
Information processing tools are tools used for retrieval, acquisition, display, recording,
organization, and broadcasting of information. Today the word typically indicates to
computer-based operations. Information processing consists of searching and retrieving
information, using software to use it into a standard form, and production of data
(Encyclopedia2.thefreedictionary.com, 2012)
The information processing tolls used in this task are search engine such as Google, software
such as SPSS, Ms- Word and Ms- Excel, websites, e-libraries and browser.
4.2 Project plan
Following is the is the three years project plan of Barclays for opening online banking
branch.



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4.3 Financial tools for decision making
Cost/Benefit Analysis (CBA)
Costbenefit analysis is a systematic process which is used calculating and comparing
benefits and costs of a project. The main two purposes cost benefit analysis are justifying
sound investment decision and examining basis for comparing project (dot.ca.gov, 2012).

Return on Investment (ROI):
ROI is a performance measure which is used to examine the efficiency of an investment or to
evaluate the effectiveness of a number of special investments. The return of an investment is
divided by the cost of the investment to calculate ROI where the result is expressed as a
percentage or as a ratio (Investopedia.com, 2012)
Total Cost of Ownership (TCO)
Total Cost of Ownership is a computation designed to assist people to take more informed
economic decisions. TCO looks at the complete cost from purchase to disposal rather than
just looking at the purchase price of an object. It adds to the initial purchase price and other
costs expected to be incurred throughout the life of the product, such as service, insurance
and repair (management.about.com ,2012).





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5 References:
Frerichs, R.R. (2008) Rapid Surveys. [online] Available at:
www.ph.ucla.edu/epi/rapidsurveys/RScourse/RSbook_ch3.pdf [Accessed: 26 April 2012].
Encyclopedia2.thefreedictionary.com (2012) information processing definition of information
processing in the Free Online Encyclopedia.. [online] Available at:
http://encyclopedia2.thefreedictionary.com/information+processing [Accessed: 26 Apr 2012].
Investopedia.com (2012) Return On Investment (ROI) Definition | Investopedia. [online]
Available at: http://www.investopedia.com/terms/r/returnoninvestment.asp#axzz1t5spCGn6
[Accessed: 26 Apr 2012].
dot.ca.gov (2012) Economic Evaluation For Transportation Decision-Making [online]
Available at: http://www.dot.ca.gov/hq/tpp/offices/ote/benefit_cost/index.html [Accessed: 26
Apr 2012].
management.about.com (2012) Industrial Productivity: Empowering you to accomplish more
[online] Available at: http://management.about.com/od/money/a/TCO. htm [Accessed: 26
Apr 2012].
Cox, J., & Dale, B.G. (2001). Service quality and e-commerce: an exploratory analysis.
Managing Service Quality, Vol. 11, No.2, pp. 121-131.
socialresearchmethods (2006) Likert Scaling. [online] Available at
www.socialresearchmethods.net Home Measurement Scaling [Accessed: 26 Apr
2012].