Accounting - Statistics and Information System Complexity Associated

Question: Discuss about the Accounting, Statistics and Information System for Complexity Associated. Answer: Problem Statement: The research proposes to dissect the service quality of the National Australia Bank and its financial performance over the past three-year period. It has been observed that the banks mostly encounter issues for their system modification in order to enhance the quality of services (Allred and Addams 2013). Due to the growing advancements in the banking technology of Australia, the banks are perplexed with certain complexities to evaluate the customer perceptions for service quality modification. Due to this, the financial performances of the banks have been fluctuating to maintain the competitive supremacy in the target market. Moreover, another complexity associated with the research is the examination of the relationship between services rendered and level of customer satisfaction. This is because the services provided on the part of the banks are primarily intangible in nature. In this regard, Bansal and Taylor (2015) stated that the banks are facing difficulties to evaluate the consumer perceptions relating to service quality due to intangible services. Hence, the effect of the service quality on the financial performance of National Australia Bank is another part of the research problem statement. Assumptions, Theories and Background Literature: As commented by Cheng (2014), the customers need to incur both money and resources, which mainly arise in the shape of efforts and energy. Henceforth, the major focus of the Australian banking industry is to develop the quality of services to ensure high level of customer satisfaction for enjoying competitive edge in the market. Therefore, the customer satisfaction and service quality model is the most feasible alternative for literature construction. Figure 1: Customer satisfaction and service quality model (Source: Chu, Lee and Chao 2012) According to the above figure, the personal needs and the words of mouth have direct effects on the customer perception level. The customer expectations are gauged by distinguishing the standard of services with the normal price and service delivery (Dabholkar 2015). If the customers feel satisfied with the service delivery, the repurchase decisions will be increased along with ensuring stable financial performance. On the contrary, ineffective services might lead to high customer turnover for the banks (Dabholkar 2015), which would degrade the financial performance of the same. Variables and Hypotheses: The research hypotheses are needed to be presumed for dissecting the service quality of National Australia Bank and the impact of the service quality on the financial performance. Based on these assumptions, the hypotheses for the research are stated as follows: Null Hypothesis, H0a: National Australia Bank does not provide effective services to the customers Null Hypothesis, H0b: Service quality of National Australia Bank has negative impact on its financial performance Alternative Hypothesis, H1a: National Australia Bank provides effective services to the customers Alternative Hypothesis, H1b: Service quality of National Australia Bank has positive impact on its financial performance Operational measurement and definitions: In the words of Soteriou and Stavrinides (2013), the service quality of an organisation could be gauged by the employee assurance, reliability, tangibility, and empathy. In order to simplify the research, the researcher will focus on the service quality for customer satisfaction level and impact of the same on the financial performance of the bank. The researcher will consider all the above-mentioned determinants to perform quantitative and secondary analysis. However, the scope of the research will be limited in the sense that no qualitative analysis will be undertaken to gin an insight about the organisational strategies adopted for improving service quality. Research design and methodology: The research strategy that will be chosen for estimating the service quality and financial performance of National Australia Bank will be conducting survey on the bank customers and using the annual reports to determine the financial viability. As commented by Panneerselvam (2014), the survey helps the researcher to gather primary information about the service quality of an organisation. The secondary data analysis, on the other hand, will help the researcher to know about the financial performance of National Australia Bank based on the service quality. Hence, the researcher will follow the descriptive research design to evaluate the characteristics of the bank services and its financial performance. In addition, the researcher will maintain the confidentiality of the participants for maintaining the ethical integrity of the research. Instrumentation/Sampling: The researcher will select 73 customers availing the bank services in Australia. By seeking the responses obtained from the customers, the researcher will be able to evaluate the quality of services being rendered by National Australia Bank. Therefore, the use of probability sampling in the form of simple random sampling will be chosen to survey the selected respondents. This is because probability sampling fetches equal opportunities to the participants of being selected in the process of survey (Flick 2015). Data Analysis: The excel application will be used to quantify the human responses obtained into meaningful tables and graphs. The responses obtained will be supported by statistical techniques like measures of dispersion, central tendency and regression analysis. The secondary data will also be evaluated with the excel tool by applying relevant formulas. Therefore, the combination of both primary and secondary data will help the researcher to develop appropriate inferences based on the research study. Conclusions, Interpretations and Recommendations: The initial hypothesis will be accepted or rejected based on the computation of the data received in terms of both primary and secondary data. If the customers feel satisfied with the quality of services of National Australia Bank, it would reflect in its financial statements and vice-versa. In the first case, the alternative hypothesis will be satisfied and in the latter case, the null hypothesis will be accepted. Based on the theoretical or literature framework, it has been vivisected that the service quality has direct effects on customer satisfaction and the financial performance of the bank. The service quality could be improved by adopting innovative approaches like designing training programs to empower the staffs, implementing financial technologies and segmentation of the client base. The qualitative analysis could be useful to improve the quality of the research further in future. This is because by interviewing the managers of National Australia Bank, the researcher will be able to know about the bank policies to improve its service quality for better customer satisfaction. References and Bibliographies: Allred, A.T. and Addams, H.L., 2013. Service quality at banks and credit unions: what do their customers say?.International Journal of Bank Marketing. Bansal, H.S. and Taylor, S., 2015. Investigating the relationship between service quality, satisfaction and switching intentions. InProceedings of the 1997 Academy of Marketing Science (AMS) Annual Conference(pp. 304-313). Springer International Publishing. Cheng, Y.T., 2014. A Study of Relationships among Internal Service Quality, Relationship Quality and Organizational: The Case of F Bank. Chu, P.Y., Lee, G.Y. and Chao, Y., 2012. Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context.Social Behavior and Personality: an international journal,40(8), pp.1271-1283. Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer participation. InProceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference(pp. 483-487). Springer International Publishing. Efron, B., 2012. Large-scale simultaneous hypothesis testing.Journal of the American Statistical Association. Flick, U., 2015.Introducing research methodology: A beginner's guide to doing a research project. Sage. Khani, A.H. and Abbasi, H., 2015. 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