A Critical And Comparative Study Of Financial Services And Their Effect On Customer Level In Financial Institutions In Uganda. (Case Study Of Selected Commercial Banks In Uganda)

ABSTRACT

In Uganda, commercial banks are known for their consequent and extraordinary profits that they generate at the end of their accounting periods. The entrance of the foreign banks in the local industry within the region posses a high level of competition that has made banks to constantly come up with several and different financial products and services in order to maintain market leadership or to take over the market leadership. This research takes an investigative study of banks as financial institutions to be examined; this is because they are the leading providers of financial products and services. The major banks considered in this study are Kenya Commercial Bank (KCB), Barclays bank, equity bank , to compare and analyze 1. The nature of financial products and services provided by financial institutions in Uganda, 2. Detennine the level of acceptability or imp011ance of financial products and services to the consumer. 3. Asses the consumer's perception on the financial products and services offered by the financial institutions, and 4. Evaluate the relationship between financial products and the consumer. The study adopted, a cross sectional research design and utilize both the open ended and close ended questionnaires, and interview schedules as methods of data collection. The target population of this study consisted commercial banks and their customers. The sample size contained a population of 200 people this was to ensure the accuracy and the reliability of the data. Three (3) banks were visited, four (4) senior managers per the selected bank interviewed, ten ( 10) employees per bank interviewed and the rest ( 144) were customers of these banks. Stratified and cluster sampling which was used considering the wide geographical area that comprises Kampala city where the headquarters of these banks are scattered. The study was of benefit to the existing and incoming financial institutions within Uganda, it was also of importance to the consumers of financial products and services e.g. credit cards and private and corporate banking.

 TABLE OF CONTENTS 

Declaration .................................................................................................................... i 

Dedication .................................................................................................................. iii 

Acknowledgement ...................................................................................................... iv 

Abstract. ....................................................................................................................... v 

Table Of Contents ....................................................................................................... vi 

List Of Tables .......................................................................................................... viii 

List Of Figures ........................................................................................................... .ix 

CHAPTER ONE ........................................................................................................ 1 

1.0 Introduction ........................................................................................................... 1 

1.1 Background Of The Study ..................................................................................... 1 

1.2 Statement Of The Problem .................................................................................... 2 

1.3 Purpose Of The Study ............................................................................................ 3 

1 .4 Objectives Of The Study ....................................................................................... 3 

1.4.1 General Objective ............................................................................................... 3 

1.4.2 Specific Objectives; ............................................................................................ 4 

1.5 Research Questions ................................................................................................ 4 

1.6 Research Hypothesis .............................................................................................. 4 

1. 7 Significance Of The Study ................................................................................... .4 

1.8 Scope Of The Study ............................................................................................... 5 

1.9 Conceptual Fra1nework .......................................................................................... 6 

CHAPTER TWO ....................................................................................................... 7 

2.0 Introduction ........................................................................................................... 7 

2.1 Nature Of Financial Products And Services .......................................................... 7 

2.2 Level Of Acceptability Or Importance Of Financial Products And Services ...... 9 

2.3 The Consumer's Perception On The Financial Products And Services .............. 10 

2.4 The Relationship Between Financial Products And The Consumer ................... 11 

CHAPTER THREE ................................................................................................. 14 

3.0 Introduction ......................................................................................................... 14 

3 .1 Research design ................................................................................................... 14 

3 .2 Target population ................................................................................................. 15 

3 .3 Sarnple ................................................................................................................. 15 

3.4 Sampling design and procedure ........................................................................... 15 

3.5 Data analysis ........................................................................................................ 15 

CHAPTER FOUR ................................................................................................... 17 

4.0 Introduction ......................................................................................................... 17 

4.1 Findings ................................................................................................................ 17 

4.1.1 Demographic profile of respondents ................................................................ 17 

4.1.2 Response rate ............................................................................ 20 

4.2 Nature of financial products and services ............................................................ 21 

4.3 Level of acceptability or importance of financial service to the consumers ....... 22 

4.3 Consumers perception on the financial services and products ............................ 23 

4.5 The relationship between financial products and the consumer.. ........................ 24 

CHAPTER FIVE: .................................................................................................... 25 

5.0: Introduction ........................................................................................................ 25 

5.1 Summary of Findings .......................................................................................... 25 

5.2 Conclusions ......................................................................................................... 26 

5.3 Limitations of the study and future research: ...................................................... 26 

BIBLIOGRAPHY ..................................................................................................... 27 

APPENDICES ........................................................................................................... 30 

APPENDIX A ............................................................................................................ 30 

APPENDIX B ............................................................................................................ 34