Electronic Banking And Customer Base Of A Commercial Bank Case Study Of Nile Bank Uganda

TABLE Of CONTENTS

Title page ......................................................................................... .

Declaration......................................................................................... ii

Approval............................................................................................ iii

Dedication.......................................................................................... iv

Acknowledgement.............................................................................. v

Table of Contents................................................................................. vi

List of Tables......................................................................................... ix

Table of figures.................................................................................... x

List of Abbreviations.............................................................................. xi

Abstract............................................................................................. xii

Chapter One

1.1 Back ground to the study ........................................................... .

1.2 Statement of the problem............................................................ 2

1 .3 Purpose of the study.................................................................... 3

1.4 Objectives of the study................................................................ 3

1.4.4 Research questions . . .. . .. . .. . .. . .. . .. . .. . ... .. . .. . .. . .. . .. . .. . .. . .. . ... .. . .. . .. . .. . .. . . 3

1.5 Scope of the study . . .. . .. . ... .. . .. . .. . .. . .. . .. . .. . .. ... ... . .. ... . .. . .. . .. . .. . .. . .. . .. . . 3

1.5.1 Subject Scope............................................................................ 3

1.5.2 Geographical scope................................................................... 4

1.6 Significance of the study.............................................................. 4

1.6.1 To Nile Bank ....................................................... ................ .. ..... 4

1 .6.2 Future research and academicians............................................... 4

1.6.3 Researcher .. .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . ..... .. . .. . . 5

vi

2.0

2.1

2.2

2.3

2.4

Chapter Two

literature Review

Introduction ............................................................................. .

Electronic Banking .................................................................... .

Commercial Bank Customer Base ............................................. .

Relationship between E-banking and customer base ................. .

Conclusion ............................................................................. .

Chapter Three

Research Methodology

5

5

11

13

16

3.0 Introduction............................................................................... 17

3.1 Research Design .............. ... ......... ... ... ........ ........................ ........ 17

3.2 Population of the study............................................................... 17

3.3 Sample size, design, procedure..................................................... 17

3.3.1 Sampling design........... ...................................................... ........ 17

3.3.2 Sample size................................................................................ 18

3.3.3 Sampling procedure................................................................... 18

3.4.1 Sources of data ...................... .......... ................... ....................... 18

3.4.1 Primary .......................................................................................... .

3.4.2 Secondary Data .......................................................................... .

3.5 Methods of Data collection ........................................................ ..

18

18

18

3.5.1 Interview guide.......................................................................... 18

3.5.2 Questionnaires . . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. . .. .... .. . .. . .. . .. . .. . .. . .. . .. . . 19

3.6 Data analysis, Processing and presentation.................................... 19

vii

Chapter Four

Summary Of Findings, conclusions and recommendations

4.0 Presentation, analysis and interpretation ................................. 21

4. 1 Introduction........................................................................ 21

4.1 background information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . 21

4.2 Findings of Electronic Banking . . .. . . . . .. . . . . . . . .. . . . . . . . .. . . . . . . . . . . . . . . . . . 25

4.3 Findings of customer base of Nile Bank .. . . . .. . .. .... ... .. . .. ... . ... .. . . 27

4.4 Findings on the relationship between e banking and customer base

of Nile Bank........................................................................ 31

Chapter five

Summary Of Findings, Conclusion And Recommendations

5.0 Introduction . .... .. ... . ... .. . .. .... ..... .... .. .... .. ... .... .. ....... ... ..... .... ... 33

5.1 Summary of findings............................................................. 33

5. 1 Conclusion.... . . . . . . . . . . . . . . . . . . . . . ... . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . .. . . . . .. . . . . .. 34

5.2 Recommendations............................................................. 34

5.3 Areas of further Research................................................................ 35

Bibliography... . ... . .. . .. . .. ... .... .. . .. . ... .. . ... .. . .. . .. . . . ... .... .. . .. . .. . ... ... 36

APPENDIX I

Questionnaire..................................................................... 39

APPENDIX II

Interview guide.................................................................. 44