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.
Highlights
Customer satisfaction is a collection of outcomes of perception, evaluation and psychological reactions to the consumption experience with a product or service
During the 1980s programmers working on banking data bases came up with ideas for online banking transactions, and over time, Internet banking as a concept and in practice has been simultaneously evolving with the development of the World Wide Web and creative marketing in other sectors, such as online shopping, which promoted the use of credit cards through Internet [2]
The appropriate degree of automation will vary from institution to institution and is dependent on the scale, nature and complexity of the bank’s business
Summary
Customer satisfaction is a collection of outcomes of perception, evaluation and psychological reactions to the consumption experience with a product or service. This implies that customer satisfaction is a result of a cognitive and affective evaluation where some comparison standard is compared to the perceived performance [1]. Many banking organisations have continued to perfect the skills of data warehousing and mining. The developments of these databases were widely used during the developments of ATMs. Electronic Banking (E-banking) services improved fast in the early 1990s when credit card, Automated Teller Machines (ATMs), and telephone banking services were the three
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