Electronic Banking and Customer Satisfaction in Commercial Bank in Uganda: A Case Study of DFCU Mbarara Branch.
The study focused on examining the influence of E-banking on customer satisfaction in commercial banks in Uganda. Specifically, to establish the effect of technological access capabilities on customer satisfaction, to examine the level of internet connectivity on customer satisfaction, and to assess...
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| Format: | Thesis |
| Language: | English |
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Kabale University
2025
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.12493/2782 |
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| Summary: | The study focused on examining the influence of E-banking on customer satisfaction in commercial banks in Uganda. Specifically, to establish the effect of technological access capabilities on customer satisfaction, to examine the level of internet connectivity on customer satisfaction, and to assess the effect of innovative culture on customer satisfaction at the DFCU Mbarara branch. A cross-sectional design was employed using both quantitative and qualitative approaches to allow triangulation. Both simple random sampling and purposive sampling techniques were applied to select the 182 respondents. Data collection methods such as questionnaire surveys and interview methods. Data was analyzed with descriptive and inferential statistical techniques. Descriptive statistics involved the use of frequencies and mean while inferential statistics included Pearson correlation coefficient and multiple regression analysis. The study indicated a significant relationship between technological access capabilities and customer satisfaction. Still, the study found that internet connectivity plays in shaping customer experiences at the DFCU Mbarara branch. The study recommends that in order to improve customer satisfaction, the research recommends that DFCU should pay more attention to technological access capabilities. The level of internet connectivity at the DFCU Mbarara branch, according to the study, significantly affects its customer satisfaction. This research recommends that the DFCU increase internet connectivity if they are satisfying their customers. The research suggests focusing on innovative cultures to boost the bank's performance which later increases customer satisfaction in the DFCU Mbarara branch. |
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