Digital Banking Technologies, Customer Satisfaction, and Performance Expectancy of Banks.
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Date
2025-08-08
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Makerere University Business School
Abstract
The purpose of the study was to examine the relationship between digital banking technologies, customer satisfaction and performance expectancy of commercial banks in Arua city. The objectives of the study were to examine the relationship between digital banking technologies and bank performance expectancy. To examine the relationship between customer satisfaction and bank performance expectancy. To establish a combined relationship between digital banking technologies, customer satisfaction and performance expectancy of banks. The findings of the correlation analysis showed a significant positive association between digital banking technologies and performance expectancy. It also indicated a significant positive relationship between customer satisfaction and performance expectancy implying that the level of digital banking technologies and customer satisfaction is associated directly with performance expectancy. The regression analysis showed that digital banking technologies predicts performance expectancy by 47.4% while customer satisfaction predicts performance expectancy by 28.8%. According to the report, the government and its agencies ought to create regulations that improve the use of ATMs, mobile banking, and online banking in all Ugandan financial institutions. This could involve laws aimed at reducing cybercrime. Accordingly, the study suggests that in order to improve customer satisfaction, banking institution management should improve the use of mobile banking. Banks and mobile service providers should work together to create more user friendly, effective, and friendly applications for bank clients. According to the study, Uganda's ministry of finance should make sure that commercial banks have the expertise needed to prepare for its clientele. To improve commercial banks' performance, management should identify potential means of fostering client pleasure. Customers of commercial banks should be trained by their management to ensure that they possess the requisite banking system abilities. In order to improve customer satisfaction, commercial banks should educate their clients about the different kinds of loans they offer. There is need to determine the other predictors of performance expectancy since digital banking technologies and customer satisfaction only predicted 49.2% of the variance in performance expectancy of commercial banks in Arua city of Uganda. Similar research on the impact of customer satisfaction and digital banking technology on performance expectations in other cities should be conducted by future researchers, and the results should be compared. The impact of customer satisfaction and digital banking technology on performance expectancy was examined in this study; future research can use mediating variables to understand the relationship between these two factors and performance expectancy.
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This is a master's thesis.
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Citation
Vileru, H. (2025). Digital Banking Technologies, Customer Satisfaction and Performance Expectancy of Banks. (Unpublished master's dissertation). Makerere University Business School, Kampala, Uganda.