Browsing by Author "Babeiha, Felix"

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    Electronic Banking, Social Networking and Operational Performance of Banks in Mbarara City.
    (2023) Babeiha, Felix
    The study sought to establish the relationship between electronic banking, social networking and operational performance of banks in Mbarara city. The study was guided by a cross sectional and correlational quantitative design using a sample size of 25 banks. The study used branch managers, operations managers, sales managers and IT managers as the respondents. Data was tested for reliability and validity, analyzed using SPSS version 21 and results presented based on the study objectives. The correlation coefficient analysis revealed positive and significant relationships between electronic banking, social networking and operational performance, suggesting that improvements in electronic banking and online social networking are associated with improvements in operational performance. Similarly, results from the regression analysis indicate that electronic banking and online social networking individually have positive and significant effects on operational performance. The variations in the independent variables are also found to have a large predictive potential of 72.9% in the variations in the dependent variable with social networking having a larger contribution than electronic banking. This meant that the remaining 27.1% of the variations in operational performance are due to other factors not considered in this study. The study therefore recommends that banks should strengthen their social media presence since its usage for customer service, advertising and promotion as well as information sharing, increases operational performance in terms of quality of service, cost of service and speed of service. Future studies should consider employing a longitudinal approach to examine the operational performance of banks.