Kampala international university school of postgraduate studies Internet banking, consumer adoption and customer satisfaction. A case study of Stanbic bank (u) ltd,Uganda. .
| dc.contributor.author | Malinga, Ramadhan B. | |
| dc.date.accessioned | 2019-11-22T08:51:59Z | |
| dc.date.available | 2019-11-22T08:51:59Z | |
| dc.date.issued | 2009-11 | |
| dc.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. | en_US |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/20.500.12306/4148 | |
| dc.language.iso | en | en_US |
| dc.publisher | Kampala International University. College of Humanities and Social Sciences | en_US |
| dc.subject | Internet banking, | en_US |
| dc.subject | Consumer adoption | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | Uganda. | en_US |
| dc.title | Kampala international university school of postgraduate studies Internet banking, consumer adoption and customer satisfaction. A case study of Stanbic bank (u) ltd,Uganda. . | en_US |
| dc.type | Other | en_US |