A RESEARCH PROPOSAL ON THE IMPACT OF INTERNET BANKING ON CUSTOMER RETENTION

Purpose of the study

The purpose of this study is to find out the factors of internet banking that can impact to retaining customer in the context of Habib Bank Limited.

Problem statement
By this study, researcher will investigate the impact of Internet Banking on customer retention. Habib Bank Ltd is a well-established Bank over the last few years, but due to rise in customer complaints and customers preferring- banking services of other banks, it has come to the light that their Internet banking service quality is not one of the best compared to their other banking service. I will try to find the factors (that they need to look at or do further research) of Internet Banking that can help them to improve service quality and retain customers.

Scope of the study

The research covering The Impact of Internet Banking in Customer Retention in the Context of Habib Bank Ltd attempts to evaluate the overall internet banking condition and its impact on the customers of the Bank. It focuses on the necessity, variables and gaps of the Internet Banking process of HBL.

Relevance of study
In general sense we mean Bank as a financial institution that deals with money. Now-a days banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. In order to survive in the competitive field of the banking sector all

organizations are looking for better service opportunities to provide their fellow clients. For last few years, internet banking is a very common service that is provided by most of the commercial banks in Pakistan. Habib Bank Ltd. is one of them. Now internet banking is a very popular form of transaction among peoples. Because by this they can do their various banking activities without going to the bank and in a very short time. In this research study the researcher conducted a research on A causal study on the influence of Internet Banking in Customer retention in the context of HBL. The main objective of this research is to identify the key factors that influence the internet banking and Helps to retain customers.

Research design
Research method
The data will be collected from my friend and his colleagues who have working experience in HBL, their Annual report, various brochures, HBL web site. There are two sources from which I have collected data, Primary source and Secondary source.

Timeframe of study
The Research will be completed in one month Data collection Data analysis Conclusion Final report composing 12 days 8 days 3 days 7 days

Budget
The budget for this research project will be stated after the completion of the project.