MJAMR

Electronic Banking and Customer Satisfaction in Centenary Rural Development Bank, Uganda

Asiimwe Babrah, Dr Arinaitwe Julius, Dr Ariyo Gracious Kazaara, Dr Omedo Vincent


Abstract

The study aimed at electronic banking and customer satisfaction in centenary rural development bank, Uganda and it was guided by the following objectives; To establish the relationship between e-funds transfer and customer satisfaction of Centenary Bank, to examine the relationship between telephone banking and customer satisfaction of Centenary Bank and to assess the relationship between internet banking and customer satisfaction of Centenary Bank. The study population consisted of 215 respondents (Centenary Bank human resource manual, 2015). These consisted of 10 administrative bank managers and 120 lower bank officials using main branch (Mapeera Building) and 85 customers. The administrators were chosen because they were in charge of overseeing the implementation of the electronic banking in the bank. Findings of the study shown a moderate linear relationship (Multiple R = .188) between internet banking and customer satisfaction of Centenary Bank. Going by the adjusted R Square, it was shown that internet banking account for 16.7% change in customer satisfaction of Centenary Bank. These findings were subjected to an ANOVA test, which showed that the significance (Sig F = .001) of the Fishers ratio (F = 16.958) was greater than the critical significance at .05. Hence, the findings were accepted. Trust building among the customers should be a major concern for Centenary Bank while improving the usefulness of the system. In order to enhance trust in internet banking, trust-creating activities must be continuously pursued. Centenary Bank managers should develop a system that provides up to date and research.miu.ac.ug/publications 120 METROPOLITAN JOURNAL OF BUSINESS & ECONOMICS (MJBE) ISSN 1813-4238 Vol. 2 Issue 5, August - 2023, Pages: 120-140 relevant financial information with good user interface consistency in order to enhance trust. To counter the legal threat and security posed to net banking and ecommerce, the necessary legal codes backing the industry must be established; this will enhance the growth of the industry.

Keywords

electronic banking customers banking industry and customer
Metropolitan Journal of Academic Multidisciplinary Research

Cite This Article

Asiimwe Babrah, Dr Arinaitwe Julius, Dr Ariyo Gracious Kazaara & Dr Omedo Vincent (2023). Electronic Banking and Customer Satisfaction in Centenary Rural Development Bank, Uganda. Metropolitan Journal of Academic Multidisciplinary Research, 2(8). https://journals.miu.ac.ug/pages/article.php?article_id=1307

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