Higher Nationals

Internal verification of assessment decisions – BTEC (RQF)

INTERNAL VERIFICATION – ASSESSMENT DECISIONS

Programme title HND in Business Management

Mrs. Lasitha Rajapaksha

Assessor Internal Verifier
Unit -11
Unit(s)
Unit -11 RP- Proposal Format
Assignment title
J.M.A Bandara
Student’s name
List which assessment Pass Merit Distinction
criteria the Assessor has
awarded.

INTERNAL VERIFIER CHECKLIST

Do the assessment criteria awarded match

those shown in the assignment brief? Y/N

Is the Pass/Merit/Distinction grade awarded

justified by the assessor’s comments on the
student work? Y/N

Has the work been assessed

accurately? Y/N

Is the feedback to the student:

Give details:

• Constructive? Y/N

Y/N
• Linked to relevant assessment
criteria?

• Identifying opportunities for

improved performance? Y/N

Y/N
• Agreeing actions?
Does the assessment decision need
amending? Y/N

Assessor signature Date

Internal Verifier signature Date

Programme Leader signature (if
required) Date
 Confirm action completed

Remedial action taken

Give details:

Assessor signature Date

Internal Verifier
signature Date
Programme Leader
signature (if required) Date
Higher Nationals - Summative Assignment Feedback Form

Student Name/ID J.M.A Bandara

Unit Title Unit -11 RP- Proposal Format

Assignment Number Unit -11 Assessor Mrs. Lasitha Rajapaksha

23/9/2018 Date Received 1st
Submission Date
submission
Date Received 2nd
Re-submission Date
submission
Assessor Feedback:

LO1 Examine appropriate research methodologies and approaches as part of the research process
Pass, Merit & Distinction P1 P2 M1 D1
Descripts
 Grade: Assessor Signature: Date:
Resubmission Feedback:

Grade: Assessor Signature: Date:

Internal Verifier’s Comments:

Signature & Date:

* Please note that grade decisions are provisional. They are only confirmed once internal and external moderation has taken place and grades decisions have
been agreed at the assessment board.
Assignment Feedback

Formative Feedback: Assessor to Student

Action Plan

Summative feedback

Feedback: Student to Assessor

Assessor Date
signature
Anuruddhabandara18@gmail.co 23/09/2018
m
Student Date
signature
Pearson
Higher Nationals in
Business
Unit 11: Research Project
Project Proposal
General Guidelines

1. A Cover page or title page – You should always attach a title page to your assignment. Use previous page as
your cover sheet and be sure to fill the details correctly.
2. This entire brief should be attached in first before you start answering.
3. All the assignments should prepare using word processing software.
4. All the assignments should print in A4 sized paper, and make sure to only use one side printing.
5. Allow 1” margin on each side of the paper. But on the left side you will need to leave room for binging.

Word Processing Rules

1. Use a font type that will make easy for your examiner to read. The font size should be 12 point, and should
be in the style of Time New Roman.
2. Use 1.5 line word-processing. Left justify all paragraphs.
3. Ensure that all headings are consistent in terms of size and font style.
4. Use footer function on the word processor to insert Your Name, Subject, Assignment No, and Page Number
on each page. This is useful if individual sheets become detached for any reason.
5. Use word processing application spell check and grammar check function to help edit your assignment.

Important Points:

1. Check carefully the hand in date and the instructions given with the assignment. Late submissions will not be
accepted.
2. Ensure that you give yourself enough time to complete the assignment by the due date.
3. Don’t leave things such as printing to the last minute – excuses of this nature will not be accepted for failure
to hand in the work on time.
4. You must take responsibility for managing your own time effectively.
5. If you are unable to hand in your assignment on time and have valid reasons such as illness, you may apply
(in writing) for an extension.
6. Failure to achieve at least a PASS grade will result in a REFERRAL grade being given.
7. Non-submission of work without valid reasons will lead to an automatic REFERRAL. You will then be asked to
complete an alternative assignment.
8. Take great care that if you use other people’s work or ideas in your assignment, you properly reference them,
using the HARVARD referencing system, in you text and any bibliography, otherwise you may be guilty of
plagiarism.
9. If you are caught plagiarising you could have your grade reduced to A REFERRAL or at worst you could be
excluded from the course.

Student Declaration
I hereby, declare that I know what plagiarism entails, namely to use another’s work and to present it as my own
without attributing the sources in the correct way. I further understand what it means to copy another’s work.

1. I know that plagiarism is a punishable offence because it constitutes theft.

2. I understand the plagiarism and copying policy of the Edexcel UK.
3. I know what the consequences will be if I plagiaries or copy another’s work in any of the assignments
for this program.
4. I declare therefore that all work presented by me for every aspects of my program, will be my own,
and where I have made use of another’s work, I will attribute the source in the correct way.
5. I acknowledge that the attachment of this document signed or not, constitutes a binding agreement
between myself and Edexcel UK.
6. I understand that my assignment will not be considered as submitted if this document is not
attached to the attached.

Student’s Signature: anuruddhabandara18@gmail.com Date: 23/09/2018

(Provide E-mail ID) (Provide Submission Date)
Assignment Brief
Student Name /ID Number J.M.A Bandara

Unit Number and Title Unit 11 – Research Project

Academic Year 2018/2019

Unit Tutor Mrs. Lasitha Rajapaksha

Assignment Title Final Research Project Proposal

Issue Date 20/8/2018

Submission Date 23/9/2018

IV Name & Date

Submission Format:

The submission is in the form of an individual written report. This should be written in a concise, formal
business style using single spacing and font size 12. You are required to make use of headings, paragraphs
and subsections as appropriate, and all work must be supported with research and referenced using the
Harvard referencing system. Please also provide a bibliography using the Harvard referencing system.
Research Project Proposal - Please provide a referencing list using the Harvard referencing system. The
recommended word limit is minimum 750 words

Unit Learning Outcomes:

LO1. Examine appropriate research methodologies and approaches as part of the research process .;
Assignment Brief and Guidance:

This offer learner the opportunity to engage in sustained research in a specific field of study. Further this enables
students to demonstrate the capacity and ability to identify a research theme, to develop research aims,
objectives and outcomes, and to present the outcomes of such research in both written and verbal formats. This
encourages students to reflect on their engagement in the research process, during which recommendations for
future and personal development are key learning points.

Student needs to select research project based on the theme “The impact of digital technology on business
activity”.

Digital technology has revolutionized the way we conduct business. Over the last decade it has dramatically
changed traditional business models and transformed business activities. The use of digital technology has
provided businesses with a wealth of choice and opportunity. This has enabled existing products to become more
profitable and innovative new products to be developed, leading to increasingly diverse product portfolios

…………………………………………………………………………………………………………………………
………………………………………………….

The Learner requires to produce a research proposal that clearly defines a research question or hypothesis,
supported by a literature review (Use the project proposal and ethical consideration format)

Project Proposal should cover following areas;

1. Define your research problem or question. (This can be stated as a research question, objectives
or hypothesis)

2. Provide a literature review giving the background and conceptualization of your proposed area
of study. (This would provide existing knowledge and benchmarks by which your data can be
 judged)

3. Consider and define your research methodology and research process. Demonstrate
understanding of the pitfalls and limitations of the methods chosen and ethical issues that
might arise.

4. Draw points (1–3, above) together into a research proposal for agreement with your tutor.
Grading Rubric

Grading Criteria Achieved Feedback

P1 Produce a research proposal that clearly defines a

research question or hypothesis, supported by a literature
review

P2 Examine appropriate research methods and conduct

primary and secondary research.

M1 Evaluate different research approaches and

methodology, and make justifications for the choice of
methods selected based on philosophical/ theoretical
frameworks.
D1 Critically evaluate research methodologies and processes
in application to a business research project to justify
chosen research methods and analysis
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Research Proposal Form

Student Name :: J.M.A Bandara Student number :

Centre Name : ESOFT METRO Campus Kandy

23/09/201
Tutor : Mrs. Lasitha Rajapaksha Date : 8

Unit : 11
Proposed title : How online banking system of
Sampath bank PLC Kandy branch impact on service
quality?

Section One: Title, objective, responsibilities

Title
How online banking system of Sampath bank PLC Kandy branch impact on service quality?
Objectives
 identify the Level of customer satisfaction through online banking
 To identify the Service quality of online banking system
 To identify the factors for demand of cash deposit machine.

Section Two: Reasons for choosing this research project

To identify how customers will satisfy by using the cash deposit machine and to identify the process of
the cash deposit machine.

Section Three: Literature sources searched

Past researches, Reports, Books

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Section Four: Activities and timescales

Choose research project (topic) 02 weeks

Proposal writing 03 weeks

Conducting research (questionnaire) 05 weeks

Data analysis 05 weeks

Writing the research document 12 weeks

Milestone one: .........................................................................................

Target date (set by tutor): .........................................................................................

Milestone two: .........................................................................................

Target date (set by tutor): .........................................................................................

Section Four: Research approach and methodologies

Approach- deductive approach

Research method- explanatory method

Research choice- Quantitative & Qualitative data

Comments and agreement from tutor

Comments (optional):

I confirm that the project is not work which has been or will be submitted for another qualification and is
appropriate.

Agreed: .................................................................................... (name) .................................................................................... date) ......................................................

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Comments and agreement from project proposal checker (if applicable)

Comments (optional):

I confirm that the project is appropriate.

Agreed: .................................................................................... (Name) .................................................................................... date) ......................................................

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Research Ethics Approval Form

All students conducting research activity that involves human participants or the use of data
collected from human participants are required to gain ethical approval before commencing
their research. Please answer all relevant questions and note that your form may be returned
if incomplete.

Section 1: Basic Details

Project title: Impact of the cash deposit machine to increase the customer
satisfaction of Commercial bank PLC Peradeniya branch

Student name: A.M.V.D.B Atthanayaka

Student ID number: K955549

Program: HND Business Management

School: ESOFT METRO Campus Kandy

Intended research start date:

Intended research end date:

Section 2: Project Summary

Please select all research methods that you plan to use as part of your project:

• Interviews:
x
• Questionnaire
s: x
• Observations:

• Use of
Personal
Records:

• Data
Analysis:

• Action
Research:

• Focus
Groups:

• Other (please

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specify):

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Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?

Who are the participants? Tick all that apply:

Ages 12-16: Young People aged 17–18 x Adults: x

How will participants be recruited (identified and approached)?

 Using simple random sampling from the customers of Commercial Bank PLC Peradeniya branch

Describe the processes you will use to inform participants about what you are doing:
 Going to the cash deposit machine and select participants and describe them what is the purpose and
process of this research and distribute the questionnaire among them.

Studies involving questionnaires: Will participants be given the option of omitting questions they do not wish to
answer?

Yes: x No:

If No please explain why below and ensure that you cover any ethical issues arising from this
Studies involving observation: Confirm whether participants will be asked for their informed consent to be
observed.

Yes: No:

Will you debrief participants at the end of their participation (i.e. give them a brief explanation of the study)?

Yes: No:

Will participants be given information about the findings of your study? (This could be a brief summary of your
findings in general)

Yes: No:

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Section 4: Data Storage and Security

Confirm that all personal data will be stored and processed in compliance with the Data Protection Act (1998)
Yes: x No:

Who will have access to the data and personal information?

During the research:
Where will the data be stored? Laptop
Will mobile devices such as USB storage and laptops be used?
Yes: x No:

If yes, please provide further details:

Aer the research:
Where will the data be stored?
How long will the data and records are kept for and in what format?
Will data be kept for use by other researchers?
Yes: No:

If yes, please provide further details:

Section 5: Ethical Issues

Are there any particular features of your proposed work which may raise ethical concerns? If so, please outline how
you will deal with these:

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Section 6: Declaration
I have read, understood and will abide by the institution’s Research and Ethics Policy:
Yes: x No:
I have discussed the ethical issues relating to my research with my Unit Tutor:
Yes: x No:
I confirm that to the best of my knowledge:
The above information is correct and that this is a full description of the ethics issues that may arise in the course of
my research.

Name: A.M.V.D.B Atthanayaka

Date: 23/09/2018

Please submit your completed form to :

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Acknowledgement

I would like to express my deepest appreciation to my lecturer Mrs. Lasitha Rajapaksha for
her ingenious ideas, tremendous help and cooperation to succeed my report. I would like to
convey my heart full thanks to my program coordinator Mr. Gihan Yatawatte and my
academic head Mrs. Yamuna Herath for their constant help and support to succeed my report.
I am extremely grateful to my parents and my friends who gave valuable suggestions and
guidance to make my report success.

Thank you.

V.D.B. Atthanayaka.

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Table of Contents
1 Introduction.......................................................................................................................24

1.1 Research question......................................................................................................24

1.2 Research objectives...................................................................................................24

1.3 Justification of the research.......................................................................................24

2 Literature review...............................................................................................................25

2.1 Banking industry in Sri Lanka...................................................................................25

2.2 Cash deposit machine................................................................................................25

2.3 Importance of cash deposit machine.........................................................................26

2.4 Customer satisfaction................................................................................................26

2.5 Importance of customer satisfaction..........................................................................26

2.6 Theories/models of customer satisfaction.................................................................27

3 Conceptual Framework.....................................................................................................28

3.1 Hypothesis.................................................................................................................28

3.2 Operationalization.....................................................................................................29

4 Research Methodology.....................................................................................................30

4.1 Gantt chart.................................................................................................................30

5 Limitations........................................................................................................................31

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List of Tables
Table 1(Source: Author developed, 2018)................................................................................30
Table 2 (Source: Author developed, 2018)...............................................................................31

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List of Figures
Figure 1 (Source: Mwatsika, 2016)..........................................................................................28
Figure 2 (Source: Hokanson, 1995).........................................................................................28
Figure 3 (Source: Author developed, 2018).............................................................................29

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1 Introduction
In recent years there is a new trend in banking industry to use automatic systems to banking
process. By using these automated systems the banks try to increase the efficiency and
increase service quality of the process. The older method that banks was used doing whole
process by the manual systems. Due to manual process the customers had to consume more
time on the queue & because of this the customers were unsatisfied about the service of the
banks. To get rid of this situation banks invented cash deposit machine. By using this deposit
machine the customers are able to deposit cash at any time of the day (24 hour service). The
aim of this research is “impact of the cash deposit machine to increase the customer
satisfaction of Commercial bank PLC Peradeniya branch.”

1.1 Research question

“How cash deposit machine will increase the customer satisfaction of the Commercial Bank
PLC Peradeniya branch?”

1.2 Research objectives

 To identify the relationship between cash deposit machine and customer satisfaction.
 To identify the weaknesses of the manual process that Commercial bank is using.
 To identify the factors for demand of cash deposit machine.

1.3 Justification of the research

The customers of the bank are dissatisfied due to the time consuming on the queue when
depositing the cash. As a solution for this situation the banks established cash deposit
machine to reduce the time of the depositing process. By using this process the customers
will satisfied due to law paper work and easy process. Because of these reasons the
automated deposit machine is the best way to increase the customer satisfaction when
depositing the cash.

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2 Literature review

2.1 Banking industry in Sri Lanka

The banking industry of Sri Lanka comprises licensed commercial banks and licensed
specialized banks. Banks are playing major role in Srilankan financial system. The banks are
very important to maintain a good financial system. Any failures of them are directly impact
on the economy. The most important financial institute in banking sector is commercial
banks. Due to that the financial system of Sri Lanka depends on the commercial banks
[ CITATION Cen18 \l 1033 ]. Srilankan commercial bank sector consist with 13 local banks
and 12 foreign banks. From banking sector 46% of market share hold by the local
commercial banks and 46% by state owned banks and 8% by foreign commercial banks
[ CITATION Fir17 \l 1033 ].

The author selected Commercial Bank PLC from these banks to do this research. The reason
for that is according to Central Bank of Sri Lanka Commercial Bank PLC is the highest
shareholder 11% from local commercial banks [ CITATION Fir17 \l 1033 ]. Another factor is
Commercial bank is the only Srilankan bank that ranked in top 1000 banks in the world for 6
consecutive years. Moreover Commercial bank owns over 700 terminals for customers to do
their banking process without entering branches and without filling forms [ CITATION
Com182 \l 1033 ].

2.2 Cash deposit machine

This is a machine that giving opportunity to the customers of the banks to deposit their
money in 24*7. The process of this machine is when customer deposit money to the machine
then automatically the customer’s account will be credited with the amount that deposited.
After that automatically a receipt will be issue for the customer for each deposit [CITATION
Cha \l 1033 ]. This machine accepts Rs.100, 500, 1000, 5000 Srilankan currency solid
damaged. The new machines accept cash deposits into third party accounts too and able to do
card-less cash deposit [ CITATION Com182 \l 1033 ].

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2.3 Importance of cash deposit machine

The importance of this cash deposit machine is the customers are able to deposit their cash at
any time of the day without entering to the bank (self service). Another thing is a receipt will
issue after the transaction is done and customers can easily do their transactions without
waiting in the queue. Not only that but also the queues at counters in the banks will be
decrease and the cash deposit transactions will increase [ CITATION Nih13 \l 1033 ].

2.4 Customer satisfaction

Customer satisfaction is a very important fact for an organization. Customer satisfaction is
the actual meeting of customer’s expectation after the customer consumed a product or
service [ CITATION Ost11 \l 1033 ]. Westbrook and Reilly define that customer satisfaction
is as emotional response to the experience provided by, (or associated with) particular
products or services purchased, retail outlets, or even molar patterns of behavior, as well as
the overall marketplace. Nowadays customers are educated and informed. The organizations
have to provide excellent service to go beyond customer expectation to satisfy customers. An
important factor when providing excellent service, the organization should not guarantee
thing that cannot achieved [ CITATION Wad12 \l 1033 ].

2.5 Importance of customer satisfaction

Organizations are using customer satisfaction as a factor for marketing strategies and they
adapt the marketing mix as customer needs. Being familiar with consumer needs is a very
important for an organization to achieve organizational goals. When organizations are
measuring customer satisfaction, those results help to provide comparison to other
organizations, help to determine the effectiveness of business practices [ CITATION Ili13 \l
1033 ]. When customers satisfied, the customer loyalty will increase and the customer
retention also increases [ CITATION Ost11 \l 1033 ].

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2.6 Theories/models of customer satisfaction

The performances of tangibles, performance of reliability, performance of responsiveness,
performance of assurance, performance of empathy are effect on the customer satisfaction
[ CITATION Mwa16 \l 1033 ].

Figure 1 (Source: Mwatsika, 2016)

Billing clarity Service quality Knowledgeable

employees

Customer
satisfaction

Friendly employees Competitive pricing

Figure 2 (Source: Hokanson, 1995)

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3 Conceptual Framework
The author developed a conceptual framework getting understand and using the factors that
mentioned in the conceptual frameworks that described in the literature review.

Availability

Security
Customer Satisfaction

Time

Convenience

Figure 3 (Source: Author developed, 2018)

3.1 Hypothesis
H1 1- There is a relationship between availability and customer satisfaction

H0 1- There is no relationship between availability and customer satisfaction

H1 2- There is a relationship between security and customer satisfaction

H0 2- There is no relationship between security and customer satisfaction

H1 3- There is a relationship between time and customer satisfaction

H0 3- There is no relationship between time and customer satisfaction

H1 4- There is a relationship between convenience and customer satisfaction

H0 4- There is no relationship between convenience and customer satisfaction

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3.2 Operationalization
Variable Indicator Measurement
Availability Location, access, Questionnaire
Security Security cameras, Evidence (receipt) Questionnaire
Time Available time, time that consume for process Questionnaire
Convenience Operating system (user friendly/not), availability Questionnaire
Table 1(Source: Author developed, 2018)

4 Research Methodology
Research approach- This research is using deductive approach as the research approach, to
test a past theory.

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Research method- The research method of this research is explanatory method, to identify
the relationship among known factors.

Research strategy- The research strategy of this research is survey, to gather needed data.

Research choice- This research is using both quantitative & qualitative data, to collect data
by numbers like age, & data like satisfaction, intelligence.

Data collection techniques- This research use survey, questionnaires, observation to collect
primary data and use past researches and reports to collect secondary data.

Research instruments- This research use questionnaires as main research instrument, to get
correct response from customers.

Sample design- The sample design of this research is simple random sampling from the
customers of Commercial bank Peradeniya branch.

Sample size- The sample size of this research is 50 respondents, who are customers of
Commercial bank Peradeniya branch.

Data analysis- The data analyzing methods of this research are correlation analysis,
regression analysis, charts, and tables to analyze the data that gathered from surveys,
questionnaires, observation and past researches.

4.1 Gantt chart

Activity SEP OCT NOV DEC

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Choose research topic

Proposal writing

Conducting research

Data analysis

Writing the research

Table 2 (Source: Author developed, 2018)

5 Limitations
The main limitation of this research is, the research is only for a Peradeniya branch of
Commercial bank. Due to that the research is not going to cover the whole bank industry in

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Sri Lanka. Another limitation causes is it is hard to get best respondent from the customers
because customers are busy and sometimes they do not get correct understanding about the
questionnaire. Moreover there is less time to do the research and to get a decision.

References

Alladi, N., 2013. Comparative study of cash deposit machine. Comparative study of cash
deposit machine, pp.7-8.

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Central bank of Sri Lanka, 2018. www.cbsl.gov.lk. [Online] Available at:

https://www.cbsl.gov.lk/en/financial-system/financial-system-stability/banking-sector
[Accessed 2018].

Chandra Devi, P. & Venkatesh, R..R., n.d. A Study On Customer Satisfaction In Using Cash
Deposit. Journal of Business and Management, p.42.

Commercial bank, 2018. www.combank.net. [Online] Available at:

https://www.combank.net/newweb/en/news/8-news-and-events/posts/649-commercial-bank-
launches-new-series-of-cash-deposit-withdrawal-machines [Accessed 2018].

First capital, 2017. www.firstcapital.lk. [Online] Available at: https://www.firstcapital.lk/wp-

content/uploads/2015/06/Sri-Lanka-Banking-Sector-Report-STRONG-BUY-Dec-2017-2.pdf
[Accessed 2018].

Ilieska, , 2013. Customer Satisfaction Index – as a Base for. TEM Journa, 2, pp.327-31.

Mwatsika, , 2016. Impact of ATM Banking Performance on Customer Satisfaction with the
Bank in Malawi. International Journal of Business and Economics Research, 5(1), pp.1-9.

Osteen, B., 2011. The effect of automated teller machine use on customer satisfaction in
banking. The effect of automated teller machine use on customer satisfaction in banking.

Rubogora Felix, 2017. Service Quality and Customer Satisfaction in Selected Banks in
Rwanda. Journal of Business & Financial Affairs.

Wadud, , 2012. Customer satisfaction in business. Customer satisfaction in business, p.50.

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