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

Sazir Nsubuga Mayanja

doi: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.

Highlights

One of the significant innovations of the financial system which has impacted on the way financial transactions are conducted in the area of online payment has been that of the e-bill
Though limitations exist, a wider range of bank accounts or credit cards can be used for the electronic payment of bills
The study involved 5 managers, 10 Middle Level staff involved in E-banking operations, 5 Head office (Stanbic) Ebanking operative staff, 8 Customer relationship officers attending walk-in-customers and 63 Customers of Stanbic Bank Uganda Limited

Summary

Introduction

One of the significant innovations of the financial system which has impacted on the way financial transactions are conducted in the area of online payment has been that of the e-bill. Electronic bill payment is a payment process where a customer instructs a financial institution to electronically transfer money from a transaction or credit account to a creditor or vendor such as a public utility or individual, to be credited against a specific debtor account through means of telephone, online or mobile banking. Quite often it is done through a national payment system operated by the banks or in conjunction with the government. Using electronic bill presentment and payment enables businesses to fast-track customer payments and get access to funds faster, which in turn results in cash flow and customer relations improvement. [1]

Objectives

Methods

Findings

Conclusion