Effects of E-Banking on Service Delivery in Commercial Banks in Western Uganda- A Case of Centenary Bank Ishaka Branch
Journal Title: Scholars Journal of Economics, Business and Management - Year 2016, Vol 3, Issue 4
Abstract
This study analyzed the effect of electronic Banking on service delivery in Centenary Bank- Ishaka Branch in Western Uganda. Using descriptive research design, a structured questionnaire and an interview guide were used to garner data which was used to answer the research questions on the effects of E-banking on service delivery in Centenary Bank Ishaka Branch in Western Uganda. Data was analyzed using descriptive statistics such as frequencies, percentages and tables. The research findings revealed that e- Banking has greatly improved service delivery in Centenary Bank- Ishaka Branch. It further revealed that e- Banking has reduced queuing that used to be there, saves time, is convenient and is secure among other good qualities. The researcher found out that Real Time Gross Settlement (RTGS) one of the e-Banking products in Centenary Bank improved service delivery because customers are able to make quick money transfers to other banks. The Researcher recommends that it is prudent that Centenary Bank recruits more customer service consultant and aides to assist customers who are not conversant with e-Banking and some of Centenary Bank products. Centenary Bank should employ people at the ATMs to guide people who cannot use it easily because of low literacy levels and hence unable to operate them. Keywords: E-Banking, Real Time Gross Settlement, Service Delivery, Automated Teller Machine Uganda.
Authors and Affiliations
Manyange Nyasimi Michael, Adeline Atuhairwe, Manyange Ochako Emanuel, Morris Gitonga Mbaabu, Job Onyinkwa Osoro, Douglas Omwenga Nyabuga
Keywords
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