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Online Banking On Customer Service Delivery, A Case Study Of Diamond Trust Bank Uganda, Kololo Branch,

This study assessed the perceptions of customers towards online banking services at Diamond Trust Bank Uganda, focusing
on aspects of service speed, reliability, complaint handling, and consistency in meeting customer expectations. A descriptive
survey design was employed, with data collected from a sample of 110 respondents using structured questionnaires. The
findings revealed that a majority (90%) of respondents either strongly agreed or agreed that online banking services were
faster compared to traditional counter services. However, concerns emerged regarding service reliability, as only 23.3%
strongly agreed and 46.7% agreed that the services were dependable, while 30% disagreed. Notably, 70% of the respondents
admitted to having complained about online banking services in the past, with 30% indicating that their issues took more
than a month to be resolved. Additionally, 36.7% rated the handling of service breakdowns as good, while 13.3% rated it as
poor, showing inconsistency in service delivery. Despite these challenges, 72.8% of respondents agreed that the services
consistently met their expectations, although a notable proportion still expressed dissatisfaction.
The study concluded that while online banking at Diamond Trust Bank Uganda offers time-saving benefits, it is undermined
by perceived weaknesses in service reliability and responsiveness to customer concerns. It was recommended that the bank
invest in strengthening its digital infrastructure to ensure reliability, establish an efficient and transparent complaint
resolution system, and enhance customer communication during service breakdowns. Furthermore, the bank should
implement regular customer feedback mechanisms and digital literacy programs to improve service adoption and
satisfaction.
Keywords: Online Banking, Service Reliability, Customer Complaints, Digital Infrastructure, Diamond Trust Bank
Uganda, Service Breakdown, Customer Satisfaction.

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