Electronic Banking and Performance of Commercial Banks in Uganda. A Case Study of Equity Bank Jinja Road Branch, Kampala

TABLE OF CONTENTS DECLARATION .............................................................................................................................. i

APPROVAL ................................................................................................................................... ii

TABLE OF CONTENTS .............................................................................................................. iii

LIST OF TABLES ....................................................................................................................... viii

ABSTRACT ................................................................................................................................... ix

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

INTRODUCTION ......................................................................................................................... 1

1.0 INTRODUCTION ..................................................................................................................... !

1.1 Background of the study ............................................................................................................ 1

1.2 Problem statement ..................................................................................................................... 2

1.3 Purpose of the study .................................................................................................................. 3

1.4 The objectives of the study ........................................................................................................ 3

1.5 Research questions .................................................................................................................... 3

1.6 The scope of the study ............................................................................................................... 3

1.6.1 The Content Scope .................................................................................................................. .3

1.6.2 Geographical scope ................................................................................................................ .4

l .6.3Time scope .............................................................................................................................. .4

1.8 Significance of the study ...................................................................................................... 6

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

LITERATURE REVIEW ............................................................................................................. 7

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

2.1 Overview of Electronic banking ................................................................................................ 7

V

2.2 THE PERFORMANCE OF COMMERCIAL BANKS ..................................................... 11

2.3 Relationship between Electronic banking and performance of commercial banks ................. 13

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

METHODOLOGY ...................................................................................................................... 14

3.0 INTRODUCTION ................................................................................................................... 14

3.1 Research design ....................................................................................................................... 14

3.2 Research population ................................................................................................................ 14

3.4 Sample size ............................................................................................................................ 14

3.6 Sources of Data ...................................................................................................................... 16

3.6.1 Primary Source .................................................................................................................... 16

3.6.1 Secondary Source ................................................................................................................ 16

3.8 Data Analysis and Presentations ............................................................................................ 17

3.9 Ethical Consideration ............................................................................................................. 17

CHAPTER FOUR ....................................................................................................................... 18

PRESENTATION, ANALYSIS AND DISCUSSION OF FINDINGS ................................... 18

4.0 Introduction ............................................................................................................................. 18

4.1 Demographic responses ........................................................................................................... 18

4.4 Relationship between Electronic banking service and performance of Equity bank in Kampala Uganda ........................................................................................................................... 26

5.3 Areas of Future Research ................................................................................................... 32

References: .................................................................................................................................... 33

APPENDICES .............................................................................................................................. 35

APPENDIX A: INSTRUMENTS ................................................................................................. 35

QUESTfONNAIRE ....................................................................................................................... 35

VI

APPENDIX B: INTER VIEW GUIDE ......................................................................................... .40

APPENDIX C TIME FRAME OF THE STUDY ........................................................................ .41

APPENDIX D ITEM: BUDGET FOR THE STUDY .................................................................. .42

ABSTRACT

The study aimed at establishing the impact of Electronic banking and performance of commercial banks in Uganda taking the case study of Equity bank Jinja Road branch, Kampala district. The study was guided by the following research objectives: To determine factors that influence Electronic banking adoption at Equity Bank (U) Ltd, to examine the level of performance of Equity Bank (U) Ltd and to establish the relationship between Electronic banking and performance of Equity Bank (U) Ltd. The data was collected using questionnaires, documentary review, observation and interviews. These were administered to the members of the bank that comprised of top management, tellers and support staff. After the data collection exercise, the results were entered in the computer where it was descriptively analyzed and interpreted using frequency tables. This study investigated factors influencing the adoption of Electronic banking service, the relationship between Electronic banking, customer adoption and customer satisfaction. It was intended to establish the factors that influence the adoption of Electronic banking service and examine the relationship between Electronic banking, customer adoption and consumer satisfaction. The findings of this research revealed positive responses which were slightly above average, the bank should not be complacent; instead it should be creative and innovative creating new products or services and marketing strategies that can stimulate the demand to use Electronic banking services. Even if the new strategy is implemented generally, it should mainly emphasize its efforts on targeting individual clients. Electronic banking service providers ought to look out for indicators of innovative ways of creating awareness about the service through participation in trade organizations, exhibitions as well as adoption of new technologies of Electronic banking. Furthermore, although this study has investigated factors such as access to account, control to account, use of account, awareness, interest, evaluation and usage of service, there may be other potential determinants off Electronic banking service adoption and utilization. The researcher suggested areas for further study as Electronic banking and customer retention in banking industry and Information technology and internal efficiency in banking industry.