Browsing by Author "Emenyu, Emmanuel"

Now showing 1 - 1 of 1
  • Thumbnail Image
    Item
    Use of Banking Technology, Service Quality and Customer Satisfaction in the Banking Sector of Uganda.
    (2023) Emenyu, Emmanuel
    This study focused on assessing the relationship between banking technologies, service quality and customer satisfaction in the banking industry in Uganda. It was guided by three main objectives; to examine the relationship between banking technology and customer satisfaction in the banking industry in Uganda, assess the relationship between service quality and customer satisfaction in the banking industry in Uganda, and, identify the moderating influence of service quality on the relationship between banking technology and customer satisfaction in the banking industry in Uganda. A quantitative cross-sectional research design was used. Questionnaires were used to collect data and a sample size of 380 respondents was selected using simple random sampling. The results reveal that banking technology is positively related to Customer Satisfaction, service Quality is strongly positively related to Customer Satisfaction and service quality moderates the relationship between banking technology and customer satisfaction. Considering the findings of the study, the researcher recommends that commercial banks should focus on expanding the number of ATMs in their network around the city and other parts of the country where the customers are located to improve the level of service delivery. Additionally, the response time to customer queries which are made using online platforms should be improved by establishing dedicated customer care desks to handle customer queries promptly. Keywords: Banking Technology, customer Satisfaction, Performance Expectancy, Effort Expectancy, Social Factors, Facilitating Conditions.