Electronic Banking and customer Satisfaction in Selected Commercial banks in Juba, South Sudan
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Date
2018-10
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Publisher
Kampala International University, masters of business administration
Abstract
The effort to employ electronic banking technology in providing banking services and the extent to which those service satisfy the customers have become a serious policy issue in the South Sudan banking industry (BOSS Report, 2016).Many banks customers are still ignorant about this technology hence system is still underutilized yet it requires high investment to be implemented and or adopted by commercial institutions. The purpose of the study was to establish the relationship between electronic banking and customer satisfaction in selected commercial banks in Juba,South Sudan. The problem in this study was to establish the role of e-banking in enhancing customer satisfaction with major consideration on the use of technology, improved bank network and the use of ATM machines to improve bank service delivery. The objectives of the study were:to examine the relationship between online banking and customer satisfaction, to determine the relationship between ATM services and customer satisfaction, and to examine the relationship between mobile banking and customer satisfaction in Juba, South Sudan.This study was guided by descriptive correlational designs with qualitative and quantitative approaches. The sample size was 144 done at the two commercial banks in the country by purpose sampling method, using closed ended questionnaires. Data analysis; frequency and percentage distribution were used to determine profile of the respondents. Data gathered were corrected and encoded in computer and statistically treated using the statistical package for social sciences (SSPS). The mean were used to measure electronic banking and customer satisfaction in Juba, South Sudan. Pearson’s product moment correlation was used to establish the relationship between electronic banking and customer satisfaction in Juba. The study findings indicated that electronic banking influences highly customer satisfaction as shown by r-value of 0.663 implying a positive relationship between the two variables. Conclusion; customers are the major aspects of improving customer satisfaction. The electronic banking systems enhance user access to information and therefore efficiency and effectiveness is evidently realized. The government should improve access to internet by providing the necessary infrastructure within Juba and its environment. Secondly, electronic banking would only be useful if customers are made to understand how to effectively manage it. The study makes significant contribution in research especially when evaluating the role of e banking in future customer satisfaction processes and it also help in establishing an important shift in future research dynamics in the banking industry
Description
A Research Thesis Submitted to the College of Economics And Management In partial Fulfillment of the Requirements for the Award of a Master’s Degree I Business Administration, (Banking a D Finance Option) Of Kampala International University
Keywords
Electronic Banking and customer Satisfaction, Commercial banks, South Sudan