Internet banking and customer satisfaction in commercial banks in Uganda: a case study of Tropical Bank Limited, Kansanga Branch, Kampala, Uganda.
| dc.contributor.author | Shaliwa, Nakomo | |
| dc.date.accessioned | 2020-07-28T11:27:54Z | |
| dc.date.available | 2020-07-28T11:27:54Z | |
| dc.date.issued | 2017-06 | |
| dc.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 | en_US |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/20.500.12306/11904 | |
| dc.language.iso | en | en_US |
| dc.publisher | Kampala International University,College of Economics and Management | en_US |
| dc.subject | Internet | en_US |
| dc.subject | Banking | en_US |
| dc.subject | Customer | en_US |
| dc.subject | Satisfaction | en_US |
| dc.subject | Commercial banks | en_US |
| dc.subject | Uganda | en_US |
| dc.title | Internet banking and customer satisfaction in commercial banks in Uganda: a case study of Tropical Bank Limited, Kansanga Branch, Kampala, Uganda. | en_US |
| dc.type | Other | en_US |