MJAMR

Electronic Banking And Its Impact Customer Satisfaction. A Case Study Of Finance Trust Bank Nansana Branch.

Nasejje Norah, Magala Muhammed


Abstract

The study aimed at electronic banking and its impact on customer satisfaction with a case study of Finance Trust bank Nansana branch and it was guided by the following objectives; To establish the relationship between e-funds transfer and customer satisfaction of Finance Trust Nansana branch, to examine the relationship between telephone banking and customer satisfaction of Finance Trust Nansana branch and to assess the relationship between internet banking and customer satisfaction of Finance Trust Nansana branch. The study population consisted of 215 respondents (Finance Trust Nansana branch human resource manual, 2013). These consisted of 10 administrative bank managers and 120 lower bank officials using main branch and 85 customers. The administrators were chosen because they had the responsibility of overseeing the implementation of the electronic banking in the bank. Findings shown that there was a significant positive correlation (rho = .669) between E-funds transfer services and customer satisfaction. These findings were subjected to a test of significance (p) and it is shown that the significance of the correlation (p = .022) was less than the recommended critical significance at 0.05. Finance Trust Bank Nansana Branch should ensure security and privacy. Security features should be considered an important issue by the bank because internet banking users are more favorably inclined toward using it when they perceive that the information provided during the banking transactions is secure, and third parties will not have access to it. Finance Trust Bank Nansana Branch managers should monitor and evaluate the usage of the implemented technologies.

Keywords

Electronic Banking Customer and Satisfaction
Metropolitan Journal of Academic Multidisciplinary Research

Cite This Article

Nasejje Norah & Magala Muhammed (2024). Electronic Banking And Its Impact Customer Satisfaction. A Case Study Of Finance Trust Bank Nansana Branch. Metropolitan Journal of Academic Multidisciplinary Research, 3(5). https://journals.miu.ac.ug/pages/article.php?article_id=1421

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