Electronic banking and service delivery in Commercial Banks in Kampala Uganda: a case study of Centenary Bank Kabalagala Branch
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Date
2013-04
Authors
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Publisher
Kampala International University; College of Economics and management
Abstract
The study was to assess the effect of electronic banking on service delivery commercial bank kampala Uganda, a case study of centenary bank Kabalagala Branch in Makindye Division Kampala Uganda. Centenary bank Kabalagala Branch was selected to form basis of the research study. The main objectives was to find out the effect of electronic banking on service delivery in commercial banks, to determine the extent of e-banking in selected commercial bank under this study., to determine if there is a significant difference between the service delivery and e-banking and. to find out if there is a significant relationship between service delivery and e-banking. The findings of this study revealed that as internet banking is gaining ground banks are increasing operations over through which customers are able not only to inquire about account balances and interests plus exchange rates but also to conduct arrange of transaction. However data on internet banking are scarce and differences in definitions makes comparison of products and services between quite different, and building consumer confidence remains critical for the bank to deal with if business with local clients is to grow. In general majority of Banks, as well as clients are ready and eager to embrace e-banking service and products. The researcher recommended that they should be aware of technological developments. The dynamic nature of technology makes it hard for financial institution to maintain secure systems that meets customer needs. An institution information system or technology plan should include consideration of future system upgrades as more sophisticated security techniques and user options are developed. The existing regulatory frame work remains applicable in the electronic environment but may require new interpretations, management should consider ramification of an expanded customer base, residing in distant locations which may have no physical contacts with thee institution. At a minimum management should update policies and procedures access control and secure data storage
Description
A research report submitted to College of Economics and Management Sciences in partial fulfillment for the Award of Bachelor’s Degree in Business Administration Kampala International University
Keywords
Electronic banking, Service delivery, Commercial Banks, Centenary Bank Kabalagala Branch, Uganda