Internet banking is an indispensable part of today’s banking in the view of customer satisfaction. Therefore, different financial institutions have implemented the practice of internet and mobile banking to ease the transactions that customers make with the banks related to their personal and financial obligations. Internet banking has various perquisites that attract modern customers. Firstly, researchers have identified that internet banking is easy and saves time for the clients ( Hennink et al., 2020) . Internet banking also saves consumers the hustle of having to visit the bank each time they want to make a transaction. Internet banking has also provided the clients with a way to keep track of their spending and check their account balances, which promotes financial accountability and responsibility. The current research focuses on the exploration and more in-depth learning about how the experience of internet banking fosters customer satisfaction in various settings (Hennink et al., 2020). The main research objective is, therefore, to find out the link between internet banking and the satisfaction of the consumers.
One of the ways that are essential to the achievement of the goal of linking the two concepts is understanding the context of both. Therefore, it is necessary to understand the meaning of internet banking. Simply put, the phrase points out to the transformation of the banking activities to introduce the feature of customer control from their comfort. Internet banking, therefore, provides an interface that connects the customers to their banks without having to meet face to face. Customer satisfaction is the perception of emotional contentment that a client possesses after receiving what is perceived as a valuable service ( Veselý, 2011) . In the research, it will be integral to discuss the perceived advantages and disadvantages that the banks will have when it comes to implementing internet banking and its relationship with customer satisfaction ( Veselý, 2011) . After deriving the meanings of both internet banking and customer satisfaction, it will then be easy to draw a virtual line that joins both by reviewing the other strategies that may be essential in enhancing customer satisfaction with the internet banking in question.
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In the research, how internet banking can be bettered to improve the satisfaction of the customers is the other objective that will be emphasized. Internet banking, on its own, may not provide the perceived advantages to both the banks and their clientele ( Gerhart, 2010) . The financial institutions have to implement the particular programs that creatively address the individual customer concerns as they bank from their convenience. Improvements may include regular bug fixes and improvements that will enhance the link between the consumer and the institution ( Gerhart, 2010) . The research will focus on the specific ways that internet banking can be facelifted to ensure that it provides customers with the intended results as it relates to their financial interface with the company. Based on my understanding of the improvements that could be made by the banks to achieve the objective associated with the current research, I will explore why various financial institutions view the practice of internet banking as a disadvantage on their part more than it is a merit.
I will make use of qualitative data collection techniques, mainly the interviews to achieve the objectives that I have set for the study aimed at finding out how the practice of internet banking improves the quality of customer satisfaction. Interviews are easy to collect data with and analyze since they do not involve the statistical calculations that may impede my ability to effectively research the various implications that the practice of internet banking has towards the satisfaction of consumers ( Gibson et al., 2018) . Interviews will also consume less time compared to the statistical data collection techniques such as questionnaires and surveys that I may use as options in the determination of how banking on the internet improves the contentment of the clients ( Gibson et al., 2018) . The use of the interviewing method will further enable me to achieve my goals in the study by providing the opportunity to collect in-depth information regarding the feelings of the clients about how internet banking has made them more satisfied. The nonverbal communication of the participants will also be evaluated thanks to the interviews ( Gibson et al., 2018) . The verbal responses will be matched with the nonverbal cues to ensure that the study is an accurate reflection of the respondents’ feelings regarding internet banking. Interviews will help me achieve my objectives of the research by facilitating a high response rate that will be instrumental in understanding a variety of views that are held for the relationship between the internet banking practice and satisfaction.
Case studies will also be a crucial factor in helping me achieve the goals of the research. The case studies will involve real-life scenarios of banks and their customers who have implemented internet banking and how it is an advantage or disadvantage to customer satisfaction. I will review the case studies that feature both sides of a coin, which reveal the influence of the internet on customer satisfaction regarding banking. For the case studies that support the perquisites of internet banking in customer satisfaction, I will be keen on identifying how the use of the internet has revolutionized banking with an enhanced connection between an institution and a client, which has further increased the convenience of banking ( Ling et al., 2016) . Maintaining such an approach will enable me to achieve my research objectives. On the other hand, I will focus on internet banking, increasing the rate of crime to construct the disadvantage of the banking system with the use of technology. The perspective will enable me to achieve the goal of relating internet banking to customer satisfaction metrics.
References
Gerhart, L. (2010). Learning Qualitative Research. Journal of Higher Education Outreach and
Engagement , 33-56.
Gibson, F., Fern, L., Oulton, K., Stegenga, K., & Aldiss, S. (2018). Being Participatory Through
Interviews. In Being Participatory: Researching with Children and Young People (pp. 103-126). Springer, Cham.
Hennink, M., Hutter, I., & Bailey, A. (2020). Qualitative Research Methods . SAGE Publications
Limited.
Ling, G. M., Fern, Y. S., Boon, L. K., & Huat, T. S. (2016). Understanding Customer
Satisfaction of Internet Banking: A Case Study in Malacca. Procedia Economics and Finance , 37 (16), 80-85.
Veselý, A. (2011). Theory and Methodology of Best Practice Research: A Critical Review of the
Current State. Central European Journal of Public Policy , 5 (2), 98-117.
