Table of Contents
DECLARATION ..... ......... ... .................... ... ... ........... .. ......... ..... ........... ............... i
APPROVAL ..... .. ........ ...... .. ........ .................. ... ... ...... .. .......................... ............. i i
ACKNOWOLEGEMENTS ... ... .. .. .... ............................................ ....... ....... ..... ... ... iv
ABSTRUCT .............. ................................... .......... ....... .. ...... ... ......... ............. viii
CHAPTER ONE .......... ...... ....... ............. .......... ... .... ........ ................................ 1
1.0. Introduction ............. ........... ... .. ....... .. .............................................. ... ... 1
1.1. Background .......... ... ... .. .................... ........................ ......... ....... ...... ...... 1
1.2. Problem statement .... .......... ... .. ....... .. ... .......... ....................................... 5
1.3. Purpose of the Study ............. ......... .. ............................ ......................... 6
1.4. Research Objectives ............ ......... .. ................ ... ... ...... .... ....................... 6
1.5. Research Questions ...................... ....... ......................... .. ...... .... ............. 6
1.6. Hypothesis ........................ .... ................................... ... .......... ................ 7
1.7. Scope ... ... ... .... .. ... ..... ... ....... .. ...... ...... .. ............. .. .... ..... ....... ....... ............ 7
Theoretical Scope: ....... ......................................................... .... ........ ............. 7
Geographical Scope: .............................. ......... ...... .................. ................... ..... 7
Time scope: ............ ........................... .. ........ .. .. .................. ............. ... ............ 7
1.8. Significance of the Study .. .......... .............................. .......... ...... ............. 7
CHAPTER TWO: .................................................................. ...... ................... 8
LIERATURE REVIEW ......... .... .................... .... ... .. ... ............. ............. ... ..... .... .... 8
2.0. INTRODUCTION ................................. ..... .................... ... .... .................. 8
2.1. Concepts, opinions, ideas from auditors/experts ..................................... 8
2.1.1. Automated teller machine (ATM) banking: .......... .... .................. ........... 9
2.1.2. ATM Banking Security ........................ ............ ...... ........ .......... ........ .... 9
2.1.3. Personal computer banking (P.C.) ............ ...... .................. ........ ........... 9
2.1.4. Mobile banking ..... ......... ..... ..... .. .... .. .. ... ............ ............... ...... ........... 10
2.1.5. Electronic banking usage motivators: ...... ............ ............ .. .... .......... ... 10
2.1.6. Bank operation management .... ........ .. .. ............ ....... ...... ................. ... 11
v
2.1.7. Service fee and charges .............................................. .... .. .... .. .......... 11
2.1.8. Security ... ........... ... ........................................................................... 11
2.1. 9. Accessibility ............................. ............................. ............................ 12
2.1.10. Electronic banking and service delivery ........................................... 12
2.3. Theoretical perspectives ................... ............................................ .... .... 13
2.3.1. The theory of planned behavior .................. ....................................... 13
2.3 .2. The Technology Acceptance Model (TAM) ........ .............. ...... .... .... ...... 14
CHAPTER THREE ...... .... ............... ....... ... ................... ... ................. .............. 15
METHODOLOGY ..... ........ ....... ............................. ....... .... ... ...... .. ..................... 15
3.0. INTRODUCTION ...... ... ........... .......... ......................................... .............. 15
3. 1. Design ...................... .......... ........ ............................... ........ .. ................ 15
3.2. Population ..... ..... .... ... ..... ......................................... ............................ 15
3.3. Sample size ..... ...... ..... .............. .. ........................ ... ... ........ ................. .. 15
3.4. Sampling strategies I techniques ...... ..................................................... 16
3.5. Research instrument(s) .... ... ... .. .... .......... ............. ....... ............... ........... 16
3.6. Validity and reliability of the instrument.. .............. .. ...................... .... ..... 16
Validity ............. ..... .... ..... ..... .... .......... ... ...... ..... .. .. ... .... ... ...................... ...... ... 16
3.7. Data gathering (collection) procedures ................... ........ ....................... 17
3.8. Data Analysis .... ........ .. ..... ......... ... .......... ..... .... ........ ...... ....................... 17
3.9. Limitation of the study .. ...................... ........................ ......................... 18
CHAPTER FOUR ..................... ......... .... .............. .. .... .. .... ................... .... ..... .. 19
PRESENTATION, ANALYSIS AND INTERPRETATION OF FINDINGS ......... .......... 19
4.0 INTRODUCTION . ............ .... .... ......... ...... ......................................... ......... 19
4.2Age of respondents ... ..... ....... .. ............. .... ....................... ............. ............. 20
4.3. Respondents work experience .............. ...... ..... ....... ...... ... ........ .... ............ 21
4.4.1. Automated teller machines card ... .. .... ... .... .......... .. ...... ..... ..... ....... ......... 22
4.5Attitude of employees ... .......... ... .. ........ .... ....... ... ..... .. ... .............. .... ........... 23
4.7 Education bank ground ...... .. .. .. ....... ..... .......... ........ ... .... ........................... 25
vi
ABSTRACT The study was to assess the effect of electronic banking on service delivery
commercial bank kampala Uganda ,acase study of centenary bank kabalagala
branch in makindye division Kampala Uganda.
Centenary bank kabalagala branch was selected to form basis of the research
study. The main objectives was to find out the effect of electronic banking on
service delivery in commercial bank s, to determine the extent of e-banking in
selected commercial bank under this study., to determine if there is a significant
difference between the service delivery and e-banking and. to find out if there is
a significant relationship between service delivery and e-banking.
The findings of this study revealed that As internet banking is gaining ground
,banks are increasing operations over through which customers are able not
only to inquire about account balances and interests plus exchange rates but
also to conduct arrange of transction.However data on internet banking are
scarce and differences in definitions makes comparison of products and services
between quite different, and building consumer confidence remains critical for
the bank to deal with if business with local clients is to grow. In general majority
of Banks, as well as clients are ready and eager to embrace e-banking service
and products.
The researcher recommended that They should be aware of technological
developments. The dynamic nature of technology makes it hard for financial
institution to maintain secure systems that meets customer needs. An institution
information system or technology plan should include consideration of future
system upgrades as more sophisticated security techniques and user options
are developed.
The exisistng regulatory frame work remains applicable in the electronic
environment but may require new interpretations, management should consider
ramification of an expanded customer base, residing in distant locations which
may have no physical contacts with thee institution. At a minimum management
should update policies and procedures access control and secure data storage
ix
Subscribe to access this work and thousands more