Electronic banking and customer service delivery of commercial banks in Uganda a case study of Dfcu bank, Pallisa branch

Abstract

This study intended to find out the effect of Electronic banking on customer service delivery of commercial banks in Uganda, particularly DFCU bank Pallisa branch. Electronic Banking was viewed in three dimensional constructs consisting of Mobile Banking, Agency Banking and ATM Banking. Customer service delivery on the other hand was viewed in terms of Customer loyalty, Compliments & retention, and Customer satisfaction. The study used cross sectional research design and quantitative approach. The study population consisted of 15 employees from DFCU bank Pallisa Branch. The researcher used census approach to sampling where all members of the study population were considered. Data was collected using a closed end questionnaire and statistical package of social science(SPSS) was used for analyzing data. Using SPSS, data was analysed and presented in form of frequency tables, descriptive statistics, reliability, validity, correlation and regression results were obtained. The findings of the study revealed that there is a positive and significant effect between Mobile banking, Agency banking and ATM banking on customer service delivery. Therefore the study concludes that electronic banking has a positive and significant impact on customer service delivery in commercial banks. The researcher further recommends that in order for the commercial banks to improve on customer service delivery, they should make mobile banking services available so that it increases reliability and access of services to customers.