Kampala international university school of postgraduate studies Internet banking, consumer adoption and customer satisfaction. A case study of Stanbic bank (u) ltd,Uganda. .
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Date
2009-11
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Kampala International University. College of Humanities and Social Sciences
Abstract
Despite the fact that there is a growing interest and importance of Internet banking in
many financial institutions and Stanbic bank (U) Ltd, there is no significant studies that
have focused on consumer adoption and customer satisfaction, in addition, many
customers have not adopted Internet banking despite it’s implementation by the bank.
Therefore, the study was conducted to determine the factors that influence consumer
adoption of Internet banking service as well as examine the relationship between Internet
banking ser vice, customer adoption and customer satisfaction in Stanbic bank (U) Ltd.
The major instrument for the data collection was a questionnaire. It had a sample size of
351 respondents from both corporate and individual clients selected from the population
of 3752. Stratified proportionate sampling method was used to select the sample size,
hence both descriptive statistics and multiple regression analysis tools were used.
The study. established that there was a significantly positive relationship between Internet
banking and customer retention (customer satisfaction)
The findings in this research revealed that Internet banking have a significant effect on
customer retention (customer satisfaction) which is consistent with Al-hawari & Ward
(2005).
The study recommended that more emphasis and efforts be laid on targeting individual
clients. In addition, Internet banking service providers ought to look out for indicators of
innovative ways of creating awareness about the service through participation in trade
organizations, exhibitions as well as adoption of new technologies of Internet banking.
Description
Thesis submitted to the school of postgraduate studies in partial fulfillment for the award of a Masters degree of business administration in Information technology of Kampala international University, Kampala, Uganda.
Keywords
Internet banking,, Consumer adoption, Customer satisfaction, Uganda.