Service Quality, Perceived Perceived Trust and Electronic Banking Adoption Among the Bank Customers A Case of Brac Uganda Bank Limited.

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dc.contributor.authorAyebale Gorret
dc.date.accessioned2026-07-22T08:05:28Z
dc.date.available2026-07-22T08:05:28Z
dc.date.issued2025-09-08
dc.descriptionThis is a master's thesis.
dc.description.abstractThe study's goal was to determine the relationship between service quality, perceived trust and electronic banking usage among bank customers in Uganda, using the example of BRAC Uganda Bank Limited. The objectives included: Determined how service quality influences Ugandan bank customers' adoption of electronic banking, evaluated how perceived trust affects Ugandan bank customers' use of online banking, and studied how perceived trust and service quality interact to influence Ugandan bank customers' use of online banking. The study included a cross sectional and quantitative methodology, including 196 BRAC Bank Uganda clients as participants. Data was examined. SPSS version 23 was used to perform descriptive statistics, Pearson correlation, and hierarchical correlation regression analysis. The study discovered a significant positive relationship between service quality and Ugandan bank customers' adoption of electronic banking, as well as a significant positive relationship between perceived trust and Ugandan bank customers' use of online banking. It is therefore recommended that Internet, phone, mobile, or electronic banking offer the banking market a full development process, and banks must win the confidence of their customers, taking into account the fact that transactions made on the online system are perceived as involving a high risk factor. However, the ease with which banking activities may be performed directly from the corporate office or from home, without having to rely on the operating hours of pay offices, is driving an increasing number of clients to use these services. Digital banking is a common application of digital commerce that relies on internet-connected devices and wireless networks. Mobile banking, as an emerging service, has not received widespread adoption by users. By studying individuals' intentions to use digital banking platforms and investigating the role of perceived trust, we can learn more about how to increase bank customers' perceived trust and enable them to use digital banking platforms. Also, we can gain some experience to improve electronic banking. Thus it is necessary to identify the factors affecting user adoption. Due to the high risk and low switching cost, building users’ perceived trust is critical for digital banking service providers. There is requirement of BRAC Uganda Bank Ltd to consolidate ATM and SMS banking. E-banking services should be expanded widely in the face of competition in the banking industry to sustain the strain and retain profitability. There is a need to educate clients widely on the usage of electronic services like as electronic banking, SMS (mobile) banking, and internet banking, which are underutilized because people believe that electronic banking is not safe and that the safest option is to use counter services. It is critical that the bank establishes an e-banking unit to monitor the success and problems of these services. This will result in more effective and efficient E-banking services. It is also advised that BRAC Uganda Bank Ltd address environmental issues such as ICT industrial readiness, regulatory support, financial industrial readiness, and lowering institutional pressure to increase E-banking adoption. BRAC Uganda Bank Ltd's ICT sector must monitor, store, and retrieve electronic transmissions between the bank and its clients, as well as control and update content and capabilities on a timely basis. Finally, bank management should stay current on newly reported security risks to computer operating systems and application software, and the bank should provide acceptable assurances of service continuity through backup plans in the case of a breakdown.
dc.description.sponsorshipAssoc. Prof. Sonny Nyeko (PhD), (Makerere University Business School) & Mr. Serugo Moses, (Makerere University Business School)
dc.identifier.citationAyebale, G. (2025) Service Quality, Perceived Perceived Trust and Electronic Banking Adoption Among the Bank Customers A Case of Brac Uganda Bank Limited. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/6085
dc.language.isoen
dc.publisherMakerere University Business School
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 United Statesen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/us/
dc.titleService Quality, Perceived Perceived Trust and Electronic Banking Adoption Among the Bank Customers A Case of Brac Uganda Bank Limited.
dc.typeThesis
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