Electronic banking and service delivery in orient bank limited, Kampala Central Division Kampala, Uganda
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Date
2013-11
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, College of Economics and Management
Abstract
The study intended to establish the relationship between "Electronic Banking and Service
Delivery in Orient Bank Limited, Kampala, Uganda". The findings indicated that majority
of respondents were male (68%) in the age bracket of 20-39 years (46%), most of
respondents (3 7%) were Bachelor holders, a large number of the respondents in this
sample were tellers (34%) and had worked for 2-3 years (53.3%), these were followed by
those who have worked for 3 years and above (33.3%) and only 13.3% had worked for 1-2
years. Regarding Electronic Banking, the findings reveal that, Network administration and
ATM was rated the highest (average mean=2.86), Security management (average
mean=2.84), E-commerce Application (average mean=2.73), Internet banking server
(average mean=2.51), Core processing system and cost (mean=51), Automated decision
support systems (mean=2.50), and Internal network servers (mean=2.40) as well as an
overall mean of 2.62. Regarding service delivery; Respect for customers was ranked the
highest (average mean=3.00), followed by Professionalism (Average mean=2.81 ), Unity of purpose
(Average mean=2.80), Effective corporative governance (average mean=2.74), Creativity and
innovation (average mean = 2.70), Team work (average mean=2.68) and finally with an overall
mean of 2.79). The findings indicated a positive significant relationship between electronic
Banking and the extent of service delivery in Orient Bank Limited, Main Branch-Kampala
Central Division, Uganda, since the sig. value (0.037) was less than 0.05 which is the
maximum level of significance required to declare a significant relationship in social
sciences. Basing on these results the stated null hypothesis was rejected and a conclusion
made that increased electronic Banking influences the extent of service delivery in Orient
Bank Limited, Main Branch-Kampala Central Division, Uganda. The research
recommended that, Orient Bank Limited Implement policies and controls according to the
sensitivity and importance of data; Update plans, policies and systems regularly, removing
key elements of sensitivity risk assessments; Develop e-banking systems in tandem with
regularly tested bank contingency, business continuity and customer service plans; Identify
expertise. as well as address staffing needs, and training Requirements; Monitor
developments and changes in relevant consumer and banking laws, rules and regulations,
and take adequate measures to ensure compliance and Assess the legality of customer
transfers and ensure that all relevant information has been included.
Description
A thesis presented to the College of Higher Degrees and Research of Kampala International University Kampala, Uganda in partial fulfillment of the requirement for the Award of the Degree of Master of Business Administration, Banking and Finance
Keywords
Electronic banking, Service delivery, Uganda