Electronic Banking and Performance of Commercial Banks in Uganda: A Case Study of Equity Bank Jinja Road Branch, Kampala.
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Date
2015-07
Authors
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Journal ISSN
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Publisher
Kampala International University, College of Economics and Management
Abstract
The study aimed at establishing the impact of Electronic banking and performance of
commercial banks in Uganda taking the case study of Equity bank Jinja Road branch, Kampala
district. The study was guided by the following research objectives: To determine factors that
influence Electronic banking adoption at Equity Bank (U) Ltd, to examine the level of
performance of Equity Bank (U) Ltd and to establish the relationship between Electronic
banking and performance of Equity Bank (U) Ltd. The data was collected using questionnaires,
documentary review, observation and interviews. These were administered to the members of the
bank that comprised of top management, tellers and support staff. After the data collection
exercise, the results were entered in the computer where it was descriptively analyzed and
interpreted using frequency tables. This study investigated factors influencing the adoption of
Electronic banking service, the relationship between Electronic banking, customer adoption and
customer satisfaction. It was intended to establish the factors that influence the adoption of
Electronic banking service and examine the relationship between Electronic banking, customer
adoption and consumer satisfaction. The findings of this research revealed positive responses
which were slightly above average, the bank should not be complacent; instead it should be
creative and innovative creating new products or services and marketing strategies that can
stimulate the demand to use Electronic banking services. Even if the new strategy is
implemented generally, it should mainly emphasize its efforts on targeting individual clients.
Electronic banking service providers ought to look out for indicators of innovative ways of
creating awareness about the service through participation in trade organizations, exhibitions as
well as adoption of new technologies of Electronic banking. Furthermore, although this study has
investigated factors such as access to account. control to account. use of account, awareness,
interest. evaluation and usage of service. there may be other potential determinants off Electronic
banking service adoption and utilization. The researcher suggested areas tor further study as
Electronic banking and customer retention in banking industry and Information technology and
internal efficiency in banking industry.
Description
A Research Report Submitted o the College of Economics and Management in Partial Fulfillment of the Requirements for the Award of Bachelor's Degree in Business Administration of Kampala International University
Keywords
Electronic Banking, Commercial Banks, Equity Bank, Jinja Road Branch