Electronic Banking And Service Delivery In Commercial Banks In Kampala Uganda A Case Study Of Centenary Bank Kabalagala Branch

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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
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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
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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

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APA

Research, S. (2022). Electronic Banking And Service Delivery In Commercial Banks In Kampala Uganda A Case Study Of Centenary Bank Kabalagala Branch. Afribary. Retrieved from https://afribary.com/works/electronic-banking-and-service-delivery-in-commercial-banks-in-kampala-uganda-a-case-study-of-centenary-bank-kabalagala-branch

MLA 8th

Research, SSA "Electronic Banking And Service Delivery In Commercial Banks In Kampala Uganda A Case Study Of Centenary Bank Kabalagala Branch" Afribary. Afribary, 22 Aug. 2022, https://afribary.com/works/electronic-banking-and-service-delivery-in-commercial-banks-in-kampala-uganda-a-case-study-of-centenary-bank-kabalagala-branch. Accessed 08 Dec. 2022.

MLA7

Research, SSA . "Electronic Banking And Service Delivery In Commercial Banks In Kampala Uganda A Case Study Of Centenary Bank Kabalagala Branch". Afribary, Afribary, 22 Aug. 2022. Web. 08 Dec. 2022. < https://afribary.com/works/electronic-banking-and-service-delivery-in-commercial-banks-in-kampala-uganda-a-case-study-of-centenary-bank-kabalagala-branch >.

Chicago

Research, SSA . "Electronic Banking And Service Delivery In Commercial Banks In Kampala Uganda A Case Study Of Centenary Bank Kabalagala Branch" Afribary (2022). Accessed December 08, 2022. https://afribary.com/works/electronic-banking-and-service-delivery-in-commercial-banks-in-kampala-uganda-a-case-study-of-centenary-bank-kabalagala-branch