Internet banking and customer satisfaction in commercial banks in Uganda: a case study of Tropical Bank Limited, Kansanga Branch, Kampala, Uganda.
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Date
2017-06
Authors
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Publisher
Kampala International University,College of Economics and Management
Abstract
The study was about Internet Banking and Customer Satisfaction of Tropical Bank Limited,
Kansanga Branch, Kampala, Uganda. The study was based on the following three
objectives; to examine the effect of ATMs on customer loyalty; To determine the effect of
A TMs on customer retention and to establish the relationship between internet banking and
customer satisfaction of Tropical bank limited, Kansanga branch, Kampala, Uganda. A
sample of 80 respondents both female and male customers of the bank were used for the
study. The study employed descriptive research and exploratory research design and
methodology used was both qualitative and quantitative. Questionnaires and documentary
review were the major tools of data collection.
It was found out that Automatic Teller Machine as a construct of internet banking was rated
high and this was indicated by the average mean of 4.18, implying that customers of Tropical
Bank Ltd, Kansanga Branch often use internet banking. It was revealed that customers often;
check their account balance using A TM, withdraw money from their accounts using A TM
any time they want, make saving to their accounts using ATM and get bank statement using
ATM.
It was revealed that Automatic Teller Machine highly affects customer loyalty which was
rated at average mean of 3.53, this was fi.uiher revealed customers; intend to stay with the
bank because of A TM services, are glad to recommend bank to their friends, make an effort
to use bank for all their banking needs and will not keep on using the bank as long as it offers
the best interest rates for them. Also A TMs as a construct of internet banking on average,
moderately affects customer retention and this was indicated by average mean of 3.37, it was
revealed that customers have no confidence that the bank provides the best internet banking
services, customers find it necessary to be cautious in dealing with the bank, customers have
little confidence of staying with the bank, bank can be relied upon to keep customers'
promises, customers trust the bank and cannot leave it.The study revealed a perfect weak
linear correlation whereby internet banking weakly affects customer satisfaction of Tropical
bank limited, Kansanga branch, Kampala, Uganda. It was recommended that the management
of the bank should acquire most recent sophisticated friendly ATM machine; enhance
operational efficiency and quality of service to attain and retain customers; reduce charges on
the users of ATM services so as to encourage the customer to continue patronize the ATM
services.
Description
Research report submitted to the College of Economics and Management in partial fulfillment for the requirements of the Award of Bachelor of Business Administration of Kampala International University
Keywords
Internet, Banking, Customer, Satisfaction, Commercial banks, Uganda