Use of automated teller machines (ATM), effective service delivery and customer satisfaction in the banking sector: a case study of Stanbic Bank Uganda limited- Bushenyi District
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Date
2008-10
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Kampala International University.College of Economics and Management
Abstract
The purpose of this study was to investigate the relationship between Information Technology,
Effective service delivery and Customer Satisfaction in the banking sector. The methodology
used was of a quantitative cross-sectional survey design with a study population of 375 bank
clients and interviews with five bank staff members. Self-administered questionnaires and
personal interviews were used to collect responses. Measurement of the variables of Information
Technology, Effective Service delivery and Customer satisfaction was done and subjected to
rigorous data processing and analysis using the relevant statistical computer software packages.
fhe findings indicated that most overall, the customers did not report the expected levels of
customer satisfaction and effective service delivery. The issues raised by clients ranged from
E.ulty ATMs, poor and inadequate distribution of the bank's services to dissatisfaction with the
security offered by Stanbic bank in Bushenyi district. The researcher was also able to determine
the relationship between the Information Technology, Effective Service Delivery and Customer
satisfaction.
Description
Research thesis submitted to the School of Postgraduate Studies and Research in partial fulfilment of the requirements for the Award of Master in Business Administration Degree of Kampala International University
Keywords
Automated teller machines (ATM),, Service delivery, Customer, Satisfaction