Digital Banking, Business Process Design and Customer Satisfaction in Financial Institutions: A Case of Absa Bank Uganda.
| dc.contributor.author | Batwerinde Samuel | |
| dc.date.accessioned | 2026-06-10T09:01:10Z | |
| dc.date.available | 2026-06-10T09:01:10Z | |
| dc.date.issued | 2020-11-09 | |
| dc.description | This is a master's thesis. | |
| dc.description.abstract | In the continually volatile and turbulent global marketplace, financial services organisations are being confronted by a rapidly evolving landscape. Organisations are recognising the need to begin their digital journeys in order to harness new capabilities that not only improve the customer experience but also provide a streamlined, agile, and profitable business model for the future. This study aimed to examine the relationship between digital banking, business process design, and customer satisfaction in financial institutions with a focus on selected branches of Absa Bank Uganda Ltd. The study adopted a cross-sectional survey design drawing on both qualitative and quantitative approaches. Using the Krejcie and Morgan table (1970), a sample size of 384 was selected from a study population of 3538. Data was collected using questionnaires and an interview guide and was analysed using the Statistical Package for Social Scientists (version 20). Findings reveal a significant positive relationship between digital banking and customer satisfaction; a significant positive relationship between business process design and customer satisfaction; and a significant positive relationship between digital banking and business process design. Since the overall P value (.000b) was less than the 0.05 degree level of significance, the null hypothesis was rejected, and the findings concluded that the explanatory variables (Digital banking and Business process design) have a significant relationship with the dependent variable (Customer satisfaction). The study therefore recommended that Absa Bank Uganda should improve coverage of cybersecurity features and, through advertising and training, enable customers to develop a deep understanding of recent developments, changes, and trends as strategies to achieve digital banking. Absa Bank should provide bank customers with user-friendly online platforms and add more features to digital banking platforms to not only reduce congestion in banking halls but also prevent | |
| dc.description.sponsorship | Dr. Isaac N. Kayongo (Makerere University Business School) & Mr. Albert Miwanda (Makerere University Business School) | |
| dc.identifier.citation | Batwerinde, S. (2020) Digital Banking, Business Process Design and Customer Satisfaction in Financial Institutions: A Case of Absa Bank Uganda. Makerere University Business School. | |
| dc.identifier.uri | http://hdl.handle.net/20.500.12282/5578 | |
| dc.language.iso | en | |
| dc.publisher | Makerere University Business School | |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | en |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | |
| dc.title | Digital Banking, Business Process Design and Customer Satisfaction in Financial Institutions: A Case of Absa Bank Uganda. | |
| dc.type | Thesis |