E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda

Sazir Nsubuga Mayanja

doi:doi:10.11648/j.sjbm.20200802.13

| Peer-Reviewed

E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda

Sazir Nsubuga Mayanja

Published in Science Journal of Business and Management (Volume 8, Issue 2)

Received: 1 October 2019 Accepted: 22 October 2019 Published: 19 May 2020

Views: Downloads:

Download PDF

Share This Article

Twitter
Linked In
Facebook

Abstract

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.

Published in	Science Journal of Business and Management (Volume 8, Issue 2) This article belongs to the Special Issue Business Policy& Strategic Management
DOI	10.11648/j.sjbm.20200802.13
Page(s)	64-73
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2020. Published by Science Publishing Group

Keywords

Electronic, Customer Satisfaction, E-banking, Monitoring, Data, Banks, Strategy

References

[1]	Saha Permita, Zhao Yanni (2006). Relationship between online service quality and customer satisfaction, a study in internet banking, master thesis, Lulea University of Technology.
[2]	R. Manohar, (2016) Customer Satisfaction on Internet Banking Services with Reference to Virudhunagar District, Glacier Journal Of Scientific Research ISSN: 2349-8498.
[3]	Hani A. AlHaliq & Ahmad A. AlMuhirat (2016): Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector, Asian Social Science; Vol. 12, No. 5; 2016 ISSN 1911-2017 E-ISSN 1911-2025 Published by Canadian Centre of Science and Education.
[4]	http://correctbanking.com/index.php)
[5]	Radislav Jovovic, Elvis Lekic, Miroslav Jovovic (2016): Monitoring the Quality of Services in Electronic Banking, Journal of Central Banking Theory and Practice, 2016, 3, pp. 99-119.
[6]	KPMG (2019): Global Banking Fraud Survey The multi-faceted threat of fraud: Are banks up to the challenge?
[7]	Emad Abu-Shana et al (2015): Security and Fraud Issues of E-banking, International Journal of Computer Networks and Applications (IJCNA) Volume 2, Issue 4, July – August (2015).
[8]	Boateng, R., and Molla, A. (2006). Developing E-banking Capabilities in a Ghanaian Bank: Preliminary Lessons, Journal of Internet Banking and Commerce, Vol. 11, No. 2.
[9]	Kwame Owusu Kwateng et al (2013): Emerging trends of Electronic Banking in Ghana, Information and Knowledge Management www.iiste.orgISSN 2224-5758 (Paper) ISSN 2224-896X (Online) Vol. 3, No. 6, 2013.
[10]	Eva Nannozi, Asiimwe Viola, Oroma Annabella Asedri (2019): Electronic Banking and Customer Satisfaction in the Uganda commercial banks https://www.ndejjeuniversity.ac.ug/electronic-banking-and-customer-satisfaction-in-the-uganda-commercial-banks
[11]	https://www.stanbicbank.co.ug
[12]	Zheng Xianrongb, Xu Xiaoboc Yao Meifanga, Di He a, (2017): Impact of payment technology innovations on the traditional ﬁnancial industry: A focus on China https://doi.org/10.1016/j.techfore.2017.12.023
[13]	(Cheruiyot, 2013) Cheruiyot, S. K. (2010). Impact of internet banking on financial performance of commercial banks in Kenya. Unpublished MBA project. Nairobi: University of Nairobi.
[14]	https://en.wikipedia.org/wiki/Theory_of_planned_behavior
[15]	Rogers, E. M. (1995). Diffusion of Innovations. 4th ed., New York: The Free Press.
[16]	Camp, W. G. (2001). Formulating and Evaluating Theoretical Frameworks for Career and Technical Education Research. Journal of Vocational Educational Research, 26 (1), 27-39.
[17]	Grant, C. & Osanloo, A. (2014). Understanding, Selecting, and Integrating a Theoretical Framework in Dissertation Research: Creating the Blueprint for ‘House’. Administrative Issues Journal: Connecting Education, Practice and Research, Pp. 12-22 DOI: 10.5929/2014.4.2.9.
[18]	Philip Kotler (2017): some of my adventures in marketing, Journal of Historical Research in Marketing 9 (2).
[19]	Patricia Shields, Hassan Jajali (2013): Intermediate theory: the missing link in successful Scholarship, Journal of Public Affairs Education.
[20]	Amin, M. E. (2005) Social Science Research: Conception, Methodology and Analysis. Makerere University Press, Kampala.
[21]	Krejcie, Robert V., Morgan, Daryle W (1970) “Determining Sample Size for Research Activities”, Educational and Psychological Measurement, 1970.
[22]	Sekaran, U. (2003). Research methods for business: A skill building approach, 4edn. New York: John Wiley and Sons Inc.
[23]	Shuttleworth M. Internal Consistency Reliability. 2015. https:// explorable.com/internal-consistency-reliability.
[24]	Bonett, D. G. (2010). "Varying coefficient meta-analytic methods for alpha reliability". Psychological Methods.
[25]	Mugenda, O. M. & Mugenda, A. G. (2003). Research methods: Quantitative and qualitative Approaches. Nairobi: African Centre for Technology Studies.
[26]	John W. Creswell, Research Design: Qualitative, Quantitative, and Mixed Methods Approaches, Journal of Social and Administrative Sciences.
[27]	Obeid AL-SHBIEL, Muhannad Akram AHMAD2 (2016): A Theoretical Discussion of Electronic Banking in Jordan by Integrating Technology Acceptance Model and Theory of Planned Behaviours, International Journal of Academic Research in Accounting, Finance and Management Sciences.
[28]	Ngo Vu Minh, Nguyen Huan Huu (2016) The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector Journal of Competitiveness id-Vol. 8, Issue 2, pp. 103 - 116, June 2016 ISSN 1804-171X.
[29]	AL-HAWARY Warda Fares, AL-SMERAN (2017): Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan Sulieman Ibrahim Shelash International Journal of Academic Research in Accounting, Finance and Management Sciences Vol. 7, No. 1, January 2017, pp. 170–188E-ISSN: 2225-8329, P-ISSN: 2308-0337.

Cite This Article

Plain Text BibTeX RIS

APA Style

Sazir Nsubuga Mayanja. (2020). 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, 8(2), 64-73. https://doi.org/10.11648/j.sjbm.20200802.13

Copy | Download

ACS Style

Sazir Nsubuga Mayanja. E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Sci. J. Bus. Manag. 2020, 8(2), 64-73. doi: 10.11648/j.sjbm.20200802.13

Copy | Download

AMA Style

Sazir Nsubuga Mayanja. E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Sci J Bus Manag. 2020;8(2):64-73. doi: 10.11648/j.sjbm.20200802.13

Copy | Download

@article{10.11648/j.sjbm.20200802.13,
  author = {Sazir Nsubuga Mayanja},
  title = {E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda},
  journal = {Science Journal of Business and Management},
  volume = {8},
  number = {2},
  pages = {64-73},
  doi = {10.11648/j.sjbm.20200802.13},
  url = {https://doi.org/10.11648/j.sjbm.20200802.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200802.13},
  abstract = {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.},
 year = {2020}
}

Copy | Download

TY  - JOUR
T1  - E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda
AU  - Sazir Nsubuga Mayanja
Y1  - 2020/05/19
PY  - 2020
N1  - https://doi.org/10.11648/j.sjbm.20200802.13
DO  - 10.11648/j.sjbm.20200802.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 64
EP  - 73
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20200802.13
AB  - 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.
VL  - 8
IS  - 2
ER  -

Copy | Download

Author Information

Sazir Nsubuga Mayanja

School of Post Graduate Studies, University of Kigali, Kigali, Rwanda

Download PDF

Sections

Plain Text BibTeX RIS

APA Style

Sazir Nsubuga Mayanja. (2020). 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, 8(2), 64-73. https://doi.org/10.11648/j.sjbm.20200802.13

Copy | Download

ACS Style

Sazir Nsubuga Mayanja. E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Sci. J. Bus. Manag. 2020, 8(2), 64-73. doi: 10.11648/j.sjbm.20200802.13

Copy | Download

AMA Style

Sazir Nsubuga Mayanja. E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Sci J Bus Manag. 2020;8(2):64-73. doi: 10.11648/j.sjbm.20200802.13

Copy | Download

@article{10.11648/j.sjbm.20200802.13,
  author = {Sazir Nsubuga Mayanja},
  title = {E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda},
  journal = {Science Journal of Business and Management},
  volume = {8},
  number = {2},
  pages = {64-73},
  doi = {10.11648/j.sjbm.20200802.13},
  url = {https://doi.org/10.11648/j.sjbm.20200802.13},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200802.13},
  abstract = {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.},
 year = {2020}
}

Copy | Download

TY  - JOUR
T1  - E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda
AU  - Sazir Nsubuga Mayanja
Y1  - 2020/05/19
PY  - 2020
N1  - https://doi.org/10.11648/j.sjbm.20200802.13
DO  - 10.11648/j.sjbm.20200802.13
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 64
EP  - 73
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20200802.13
AB  - 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.
VL  - 8
IS  - 2
ER  -

Copy | Download