Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12306/11599
Title: Electronic banking and service delivery in Centenary Bank Ltd, Kampala Uganda
Authors: Habu, Kefas
Keywords: Electronic banking
Service delivery
Centenary Bank Ltd
Kampala Uganda
Issue Date: Sep-2016
Publisher: Kampala International University, College of Economics and Management
Abstract: The purpose of this research was to find out the relationship between electronic banking and service delivery among Centenary Bank in Kampala-Uganda. The study was guided by three objectives, that included determining the i) the extent of electronic banking among Centenary Bank in Kampala-Uganda; ii) the level of service delivery among Centenary Bank in Kampala-Uganda; iii) the relationship between electronic banking and service delivery among Centenary Bank in Kampala-Uganda. The study comprised of a population of 400 respondent~ from which a sample size of 200 respondents were selected, and a descriptive research design was used to collect data from 200 respondents using self-administered questionnaires as the main data collection instrument. The extent of electronic banking among Centenary Bank in Kampala-Uganda was rated unsatisfactory on average (mean=2.34), hence implying that the financial Banks in Kampala, Uganda don't allow their customers to conduct financial transactions electronically on a secured website operated by the institution, which can be a retail bank, virtual bank, credit union or building society, the level of service delivery among Centenary Bank in Kampala-Uganda was found to be low and this was indicated by the overall mean (mean=2.13). This therefore implies that the Centenary Bank in Kampala-Uganda always provide electronic services which don't meet customers' expectations and which in turn leads to low levels of company loyalty and product repurchase, and the two variables are positive and significantly correlated (rvalue=.395 and sig=0.000), this means rejecting the null hypothesis that there was a significant relationship between electronic banking and service delivery in Centenary Bank in Kampala-Uganda. The researcher concluded that: the Centenary Bank in Kampala-Uganda in Kampala, Uganda don't allow their customers to conduct financial transactions electronically on a secured website operated by the institution, which can be a retail bank, virtual bank, credit union or building society, the Centenary Bank in Kampala-Uganda always provide electronic services which don't meet customers' expectations and which in turn leads to low levels of company loyalty and product repurchase, the researcher also concluded that better electronic banking increases the level of service delivery among Centenary Bank in Kampala-Uganda, and infective electronic banking system reduces it, and among all the aspects of electronic banking system. Recommendations based on findings were that; there is need to uplift the quality of electronic banking services provided by the selected Centenary Bank in Kampala-Uganda since it was found to be satisfactory so that it can be rated very satisfactory, the staff of the selected Centenary Bank in Kampala-Uganda should be able to help the customers whenever they experience any problem with electronic banking system, and it should be handled in constant manner, the staff of the selected Centenary Bank should be able to help the customers that whenever they request for any service in these banks, they render it so fast to the customers, and in order for the Centenary Bank in Kampala-Uganda to improve on service delivery , this Bank should have different branches for customers to access the services
Description: A Research Report Submitted to the College of Economics and Management in Partial Fulfillment of the Requirements for the Award of Bachelors Degree in Business Administration (Accounting and Finance) of Kampala International University
URI: http://hdl.handle.net/20.500.12306/11599
Appears in Collections:Bachelor of Business Administration (BBA)

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