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

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.