The Role of E-Banking on the Improvement of Customer Service Delivery of Commercial Banks in Mukono Central Division.

Abstract

The study was to show the role of e-banking on the improvement of customer service delivery of commercial banks in Mukono central division and the main objective of the study was to examine the relationship between the perception of e-banking on customer service delivery of commercial banks in Mukono central division, with aims of finding out the causes of customer complaints on e-banking services and to their solutions.

The study was done using a cross-sectional research design. It used a sample size of 200 which was determined using Taro Yamane’s formula and attracted only 176 responses. Primary data in relation to the study was collected using questionnaires and analysis was done using the Statistical Package of the Social Scientist (SPSS). The findings were presented by use of tables. E-banking has improved customer convenience leading to the improvement of customer service delivery by commercial banks in Mukono central division as reflected when 26.1% of respondents strongly agreed that e-banking has improved convenience according to the research carried out. Findings also stressed that the presence of e-banking has increased the speed of service delivery as portrayed when 24.4% of respondents strongly agreed that e-banking has led to faster transactions and limited queuing. In addition, 42.0% of the respondents agreed that e-banking has provided access to more banking services which indicated an improvement in the customer service delivery of commercial banks in Mukono central division. Respondents recommended that commercial banks in Mukono central division should find more ways of involving technology in their operations in order to benefit more from the merits that come with innovation and technology advancements in addition to e-banking to reduce the queues in banks. They also recommended that efforts to improve e-banking services to a better standard like introducing the multi-lingual function in all types of e-banking services to encourage financial inclusion should be carried out in order to better benefit from the fruits of e-banking in customer service delivery in Mukono central division. In conclusion, the study showed a great understanding of the e-banking services to the people in Mukono Central division when it comes to its importance in service delivery however it also showed a delay in adaption due to various reasons.