Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study

Sazir Nsubuga Mayanja

doi:doi:10.11648/j.sjbm.20200803.12

| Peer-Reviewed

Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study

Sazir Nsubuga Mayanja

Published in Science Journal of Business and Management (Volume 8, Issue 3)

Received: 6 January 2020 Accepted: 24 February 2020 Published: 4 July 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-bill payment on customer satisfaction in Uganda 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 Uganda Limited. A cross-sectional approach, as well as 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-bills payment impact on customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-bills payment and customer satisfaction as study objectives. Findings indicate that there is a moderate positive relationship between e-bill payment and customer satisfaction; (r=0.266 p=0.016 n=82). The relationship is statistically significant at 95% confidence level since p-value (Sig.) is less than 0.050 (=0.000). This implies that improvements in e-bill payment factors shall be related to improvements in customer satisfaction. Findings from descriptive statistics indicated that on average the respondents agreed to the statement that e-bill payment has an effect on customer satisfaction which included capacity to handle a greatly enhanced volume and of payments, far lesser time per bill handles, increased efficiency and accuracy and reduced payment concerns.

Published in	Science Journal of Business and Management (Volume 8, Issue 3) This article belongs to the Special Issue Business Policy& Strategic Management
DOI	10.11648/j.sjbm.20200803.12
Page(s)	112-118
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

E-payment, Electronic Transfer, Customer Satisfaction, E-banking, Data, Banks, Account

References

[1]	Improving customer satisfaction and cash flow with electronic Bill Presentment and Payment. A presentation during a workshop at the CeBIT Future of Payments Conference in October 2012: http://www.ippayments.com/site/
[2]	Kaplan J (2016) The inventor of customer satisfaction surveys is sick of them, too. Bloomberg News, May 5.
[3]	Kumar V, Dalla Pozza I, Ganesh J (2013) Revisiting the satisfaction–loyalty relationship: empirical generalizations and directions for future research. Journal of Retailing 89 (3): 246–262. M
[4]	Hariomi Tyagi, Abhishiek Shukla (2016): The Study of Electronic Payment Systems, International Journal of Advanced Research in Computer Science and Software Engineering, Volume 6, Issue 7, July 2016 ISSN: 2277 128X Research Paper
[5]	Oladeji, K. (2014). Integrated Personnel and Payroll Information Systems (IPPIS) for Universities and other Higher Institutions of Learning. A paper presentation at Northwest University, Kano – Nigeria
[6]	https://www.aitegroup.com/report/biller-direct-and-walk-bill-pay-update.
[7]	https://en.wikipidia.org/wiki/electronic_billing#cite_notes
[8]	Oladeji F. AGBETOKUN (2018): INTERNET MARKETING PRACTICES AND CUSTOMER LOYALTY: EMPIRICAL EVIDENCE FROM OGUN STATE, NIGERIA, International Journal of Finance and Accounting Volume VIII/2018 ISSN 2344-102X Issue (XVIII) / October 2018 ISSN-L 2344-102
[9]	Wikhamn, W. (2019): Innovation, sustainable HRM and customer satisfaction. International Journal of Hospital Management. 2019, 76, 102–110
[10]	Jamal, A. (2014). Retail banking and customer behaviour: a study of self concept, satisfaction and technology usage. The International Review of Retail, Distribution and Consumer Research. Vol 2, Issue 1, pp 76-81
[11]	Abdallah (Mohd Rawhi) Shaker AL-Ashqar (2018): The impact of Electronic bills on customer satisfaction: a field study on Efawateercom users. Thesis Submitted in Partial Fulfilment of the Requirements for Master Degree in E-Business, Management Department, Business Faculty Middle East University June 2018
[12]	Marilla D. Svinicki (2010): A Guidebook on Conceptual Frameworks For Research In Engineering Education, Rigorous Research in Engineering Education NSF DUE-0341127, DUE-0817461, 2010
[13]	C Grant (2013) Understanding, Selecting, and Integrating a Theoretical Framework in Dissertation Research: Creating the Blue print for ‘House’. Administrative Issues Journal: Connecting Education, Practice and Research, Pp. 12-22 DOI: 10.5929/2014.4.2.9, Banking Journal Volume 3, Issue 2, 2013
[14]	Kothari, C. R. (2004). Research Methodology, methods and techniques (2nd ed.). India, Jaipur: New Age International limited publishers
[15]	J. I. Perere (2016): EFFECT OF ELECTRONIC BILLING SERVICE ON CUSTOMER SATISFACTION AT KENYA POWER COMPANY A CASE OF NAKURU COUNTY, KENYA, International Journal of Economics, Commerce and Management Vol. IV, Issue 4, April 2016
[16]	Kiarie, M. F. (2014). Technological innovation and customer satisfaction in Kenya power and lighting company limited. MBA Project, University Of Nairobi, Kenya
[17]	Muzhir Shaban, Rabah Noory, Dua'a Yaseen (2012) Billing System Design Based on Internet Environment (IJACSA) International Journal of Advanced Computer Science and Applications, Vol. 3, No. 9, 2012
[18]	Aleksandra Smolarczyk (2018) Customer satisfaction with mobile payments, Thesis in partial fulfilment for the award of the Degree Master of Science (Economics and Business Administration) Degree programme Marketing, Aalto University
[19]	C B. Koch (2017): Business Case E-Invoicing / E-Billing, Billentis
[20]	Republic of Uganda, National Payment System (NPS) Policy Framework, (2017)

Cite This Article

Plain Text BibTeX RIS

APA Style

Sazir Nsubuga Mayanja. (2020). Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study. Science Journal of Business and Management, 8(3), 112-118. https://doi.org/10.11648/j.sjbm.20200803.12

Copy | Download

ACS Style

Sazir Nsubuga Mayanja. Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study. Sci. J. Bus. Manag. 2020, 8(3), 112-118. doi: 10.11648/j.sjbm.20200803.12

Copy | Download

AMA Style

Sazir Nsubuga Mayanja. Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study. Sci J Bus Manag. 2020;8(3):112-118. doi: 10.11648/j.sjbm.20200803.12

Copy | Download

@article{10.11648/j.sjbm.20200803.12,
  author = {Sazir Nsubuga Mayanja},
  title = {Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study},
  journal = {Science Journal of Business and Management},
  volume = {8},
  number = {3},
  pages = {112-118},
  doi = {10.11648/j.sjbm.20200803.12},
  url = {https://doi.org/10.11648/j.sjbm.20200803.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200803.12},
  abstract = {The purpose of the study was to examine the effect of e-bill payment on customer satisfaction in Uganda 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 Uganda Limited. A cross-sectional approach, as well as 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-bills payment impact on customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-bills payment and customer satisfaction as study objectives. Findings indicate that there is a moderate positive relationship between e-bill payment and customer satisfaction; (r=0.266 p=0.016 n=82). The relationship is statistically significant at 95% confidence level since p-value (Sig.) is less than 0.050 (=0.000). This implies that improvements in e-bill payment factors shall be related to improvements in customer satisfaction. Findings from descriptive statistics indicated that on average the respondents agreed to the statement that e-bill payment has an effect on customer satisfaction which included capacity to handle a greatly enhanced volume and of payments, far lesser time per bill handles, increased efficiency and accuracy and reduced payment concerns.},
 year = {2020}
}

Copy | Download

TY  - JOUR
T1  - Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study
AU  - Sazir Nsubuga Mayanja
Y1  - 2020/07/04
PY  - 2020
N1  - https://doi.org/10.11648/j.sjbm.20200803.12
DO  - 10.11648/j.sjbm.20200803.12
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 112
EP  - 118
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20200803.12
AB  - The purpose of the study was to examine the effect of e-bill payment on customer satisfaction in Uganda 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 Uganda Limited. A cross-sectional approach, as well as 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-bills payment impact on customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-bills payment and customer satisfaction as study objectives. Findings indicate that there is a moderate positive relationship between e-bill payment and customer satisfaction; (r=0.266 p=0.016 n=82). The relationship is statistically significant at 95% confidence level since p-value (Sig.) is less than 0.050 (=0.000). This implies that improvements in e-bill payment factors shall be related to improvements in customer satisfaction. Findings from descriptive statistics indicated that on average the respondents agreed to the statement that e-bill payment has an effect on customer satisfaction which included capacity to handle a greatly enhanced volume and of payments, far lesser time per bill handles, increased efficiency and accuracy and reduced payment concerns.
VL  - 8
IS  - 3
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). Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study. Science Journal of Business and Management, 8(3), 112-118. https://doi.org/10.11648/j.sjbm.20200803.12

Copy | Download

ACS Style

Sazir Nsubuga Mayanja. Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study. Sci. J. Bus. Manag. 2020, 8(3), 112-118. doi: 10.11648/j.sjbm.20200803.12

Copy | Download

AMA Style

Sazir Nsubuga Mayanja. Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study. Sci J Bus Manag. 2020;8(3):112-118. doi: 10.11648/j.sjbm.20200803.12

Copy | Download

@article{10.11648/j.sjbm.20200803.12,
  author = {Sazir Nsubuga Mayanja},
  title = {Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study},
  journal = {Science Journal of Business and Management},
  volume = {8},
  number = {3},
  pages = {112-118},
  doi = {10.11648/j.sjbm.20200803.12},
  url = {https://doi.org/10.11648/j.sjbm.20200803.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200803.12},
  abstract = {The purpose of the study was to examine the effect of e-bill payment on customer satisfaction in Uganda 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 Uganda Limited. A cross-sectional approach, as well as 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-bills payment impact on customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-bills payment and customer satisfaction as study objectives. Findings indicate that there is a moderate positive relationship between e-bill payment and customer satisfaction; (r=0.266 p=0.016 n=82). The relationship is statistically significant at 95% confidence level since p-value (Sig.) is less than 0.050 (=0.000). This implies that improvements in e-bill payment factors shall be related to improvements in customer satisfaction. Findings from descriptive statistics indicated that on average the respondents agreed to the statement that e-bill payment has an effect on customer satisfaction which included capacity to handle a greatly enhanced volume and of payments, far lesser time per bill handles, increased efficiency and accuracy and reduced payment concerns.},
 year = {2020}
}

Copy | Download

TY  - JOUR
T1  - Impact of E-bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study
AU  - Sazir Nsubuga Mayanja
Y1  - 2020/07/04
PY  - 2020
N1  - https://doi.org/10.11648/j.sjbm.20200803.12
DO  - 10.11648/j.sjbm.20200803.12
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 112
EP  - 118
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20200803.12
AB  - The purpose of the study was to examine the effect of e-bill payment on customer satisfaction in Uganda 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 Uganda Limited. A cross-sectional approach, as well as 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-bills payment impact on customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-bills payment and customer satisfaction as study objectives. Findings indicate that there is a moderate positive relationship between e-bill payment and customer satisfaction; (r=0.266 p=0.016 n=82). The relationship is statistically significant at 95% confidence level since p-value (Sig.) is less than 0.050 (=0.000). This implies that improvements in e-bill payment factors shall be related to improvements in customer satisfaction. Findings from descriptive statistics indicated that on average the respondents agreed to the statement that e-bill payment has an effect on customer satisfaction which included capacity to handle a greatly enhanced volume and of payments, far lesser time per bill handles, increased efficiency and accuracy and reduced payment concerns.
VL  - 8
IS  - 3
ER  -

Copy | Download