E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda
Science Journal of Business and Management
Volume 8, Issue 2, June 2020, Pages: 64-73
Received: Oct. 1, 2019; Accepted: Oct. 22, 2019; Published: May 19, 2020
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Sazir Nsubuga Mayanja, School of Post Graduate Studies, University of Kigali, Kigali, Rwanda
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The purpose of the study was to examine the effect of e-transaction monitoring on customer satisfaction, as a strategy in a hyper competitive environment, with Stanbic Bank Uganda Limited as the case study. The study involved 5 managers, 10 Middle Level staff involved in E-banking operations, 5 Head office (Stanbic) E-banking operative staff, 8 Customer relationship officers attending walk-in-customers and 63 Customers of Stanbic Bank. A cross-sectional approach, involving collecting data at once from employees and customers was adopted. A combination of quantitative and qualitative data analysis techniques was employed in this study. Quantitative data analysis techniques involved the use of descriptive statistics such as frequencies and percentages to summarize responses on issues of E-banking and customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-banking and customer satisfaction as specified in the study objectives. Findings from descriptive statistics indicated that on average the respondents agreed that there are some e-transaction factors that do affect customer satisfaction which include; quick checking of account balances, easy access of account history, increased efficiency in account management and customer touch points which are user friendly. Further findings indicated that there was a weak statistically significant positive relationship between e-transaction and customer satisfaction. The appropriate degree of automation will vary from institution to institution mainly dependent on the scale, nature and complexity of the bank’s business. Further research is recommended on the likely negative externalities of the adoption of information and communication technology in the financial services sector.
Electronic, Customer Satisfaction, E-banking, Monitoring, Data, Banks, Strategy
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Sazir Nsubuga Mayanja, E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda, Science Journal of Business and Management. Special Issue: Business Policy& Strategic Management. Vol. 8, No. 2, 2020, pp. 64-73. doi: 10.11648/j.sjbm.20200802.13
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