An assessment of degree of service quality of some selected commercial banks in central Uganda ; perception of bank customers.
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Date
2013
Journal Title
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Publisher
ESRSA Publications Pvt ltd
Abstract
This study was concerned with the assessment of degree of service quality provided by some selected commercial banks in central Uganda. The objectives of the study were to determine (i) demographic profiles (ii) degree of service quality and (iii) significant differences between services provided by the selected commercial banks. The study employed ex post facto design, cross sectional survey, correlation design and quantitative paradigm. Self-Administered Questionnaires were used with CVI = 0.85 and reliability of r = 0.95 obtained using cronbach alpha method. Data was analyzed using descriptive statistics and t-test. The major findings included male being majority (52%) and female 48%. In terms of age group of (20-39); obtained 81% and 60 and above were 3%. Diploma holders were 32% and Ph.D holders were 1%. UBA customers being majority (58%) and Global Trust Bank score 42%. In terms of determining the degree of service quality in selected commercial banks in central Uganda, the responsiveness, competence, credibility, security, accessibility and understanding of the service were rated successful apart from reliability of the service which was rated was fair meaning not reliable. With t value = 2.401 and sig or p = 0.017 at 0.05 level of significance alternative hypothesis was accepted to the effect that there is a significant difference in degree of service quality as perceived by customers of the two selected Commercial Banks in Central Uganda. The study recommended the banks to change customer perception and win the good will from the customers, the staff should endeavor to provide the service promptly, quickly and accurately and the service provider should have alternative power to enable the service provider work 24 hours.
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Keywords
banking, bankers perception, Uganda, customer perception, commercial banks, service quality