Electronic Banking And Performance Of Commercial Banks In Uganda. A Case Study Of Equity Bank Jinja Road Branch, Kampala.

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 tor further study as Electronic banking and customer retention in banking industry and Information technology and internal efficiency in banking industry.

TABLE OF CONTENTS

DECLARATION ............................................................................................................... i

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

DEDICATION ............................................................................................................... iii

ACKNOWLEDGEMENT .............................................................................................................. iv

TABLE OF CONTENTS ................................................................................................................ v

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

LIST OF FIGURES ......................................................................................................... ix

ABSTRACT .......................................................................................................... x

CHAPTER ONE ........................................................................................................... I

INTRODUCTION ......................................................................................................................... !

1.0 Introduction ........................................................................................................... !

1.1 Background of the study ............................................................................................................ !

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

I. 7The conceptual framework of the study .................................................................................... .4

1.8 Significance of the study ........................................................................................................... 5

v

CHAPTER TWO .............................................................................................................. 6

LITERATURE REVIEW ............................................................................................................. 6

2.0 Introduction .............................................................................................................. 6

2.1 Overview of Electronic banking ................................................................................................ 6

2.2 The performance of commercial banks ..................................................................................... 9

CHAPTER THREE ..................................................................................................................... l3

METHODOLOGY ............................................................................................................ 13

3.0 Introduction ............................................................................................................. 13

3.1 Research design ......................................................................................................... 13

3.2 Research population ................................................................................................................ 13

3.3 Sampling procedure ................................................................................................................. l3

3.4 Sample size .............................................................................................................. l4

3.5. Research lnstruments .............................................................................................................. l4

3.6 Sources of Data ......................................................................................................... l5

3.7 Data processing and analysis ................................................................................................... l5

3.8 Data Analysis and Presentations .............................................................................................. l6

3.9 Ethical Consideration .............................................................................................................. 16