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E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda

Received: 1 October 2019     Accepted: 22 October 2019     Published: 19 May 2020
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Abstract

The purpose of the study was to examine the effect of e-transaction monitoring on customer satisfaction, as a strategy in a hyper competitive environment, with Stanbic Bank Uganda Limited as the case study. The study involved 5 managers, 10 Middle Level staff involved in E-banking operations, 5 Head office (Stanbic) E-banking operative staff, 8 Customer relationship officers attending walk-in-customers and 63 Customers of Stanbic Bank. A cross-sectional approach, involving collecting data at once from employees and customers was adopted. A combination of quantitative and qualitative data analysis techniques was employed in this study. Quantitative data analysis techniques involved the use of descriptive statistics such as frequencies and percentages to summarize responses on issues of E-banking and customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-banking and customer satisfaction as specified in the study objectives. Findings from descriptive statistics indicated that on average the respondents agreed that there are some e-transaction factors that do affect customer satisfaction which include; quick checking of account balances, easy access of account history, increased efficiency in account management and customer touch points which are user friendly. Further findings indicated that there was a weak statistically significant positive relationship between e-transaction and customer satisfaction. The appropriate degree of automation will vary from institution to institution mainly dependent on the scale, nature and complexity of the bank’s business. Further research is recommended on the likely negative externalities of the adoption of information and communication technology in the financial services sector.

Published in Science Journal of Business and Management (Volume 8, Issue 2)

This article belongs to the Special Issue Business Policy& Strategic Management

DOI 10.11648/j.sjbm.20200802.13
Page(s) 64-73
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2020. Published by Science Publishing Group

Keywords

Electronic, Customer Satisfaction, E-banking, Monitoring, Data, Banks, Strategy

References
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[17] Grant, C. & Osanloo, A. (2014). Understanding, Selecting, and Integrating a Theoretical Framework in Dissertation Research: Creating the Blueprint for ‘House’. Administrative Issues Journal: Connecting Education, Practice and Research, Pp. 12-22 DOI: 10.5929/2014.4.2.9.
[18] Philip Kotler (2017): some of my adventures in marketing, Journal of Historical Research in Marketing 9 (2).
[19] Patricia Shields, Hassan Jajali (2013): Intermediate theory: the missing link in successful Scholarship, Journal of Public Affairs Education.
[20] Amin, M. E. (2005) Social Science Research: Conception, Methodology and Analysis. Makerere University Press, Kampala.
[21] Krejcie, Robert V., Morgan, Daryle W (1970) “Determining Sample Size for Research Activities”, Educational and Psychological Measurement, 1970.
[22] Sekaran, U. (2003). Research methods for business: A skill building approach, 4edn. New York: John Wiley and Sons Inc.
[23] Shuttleworth M. Internal Consistency Reliability. 2015. https:// explorable.com/internal-consistency-reliability.
[24] Bonett, D. G. (2010). "Varying coefficient meta-analytic methods for alpha reliability". Psychological Methods.
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[27] Obeid AL-SHBIEL, Muhannad Akram AHMAD2 (2016): A Theoretical Discussion of Electronic Banking in Jordan by Integrating Technology Acceptance Model and Theory of Planned Behaviours, International Journal of Academic Research in Accounting, Finance and Management Sciences.
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  • APA Style

    Sazir Nsubuga Mayanja. (2020). E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Science Journal of Business and Management, 8(2), 64-73. https://doi.org/10.11648/j.sjbm.20200802.13

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    ACS Style

    Sazir Nsubuga Mayanja. E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Sci. J. Bus. Manag. 2020, 8(2), 64-73. doi: 10.11648/j.sjbm.20200802.13

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    AMA Style

    Sazir Nsubuga Mayanja. E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda. Sci J Bus Manag. 2020;8(2):64-73. doi: 10.11648/j.sjbm.20200802.13

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  • @article{10.11648/j.sjbm.20200802.13,
      author = {Sazir Nsubuga Mayanja},
      title = {E-banking and Monitoring as a Winning Strategy for Banks in a Hyper Competitive Environment Through Customer Satisfaction, in Kampala Uganda},
      journal = {Science Journal of Business and Management},
      volume = {8},
      number = {2},
      pages = {64-73},
      doi = {10.11648/j.sjbm.20200802.13},
      url = {https://doi.org/10.11648/j.sjbm.20200802.13},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20200802.13},
      abstract = {The purpose of the study was to examine the effect of e-transaction monitoring on customer satisfaction, as a strategy in a hyper competitive environment, with Stanbic Bank Uganda Limited as the case study. The study involved 5 managers, 10 Middle Level staff involved in E-banking operations, 5 Head office (Stanbic) E-banking operative staff, 8 Customer relationship officers attending walk-in-customers and 63 Customers of Stanbic Bank. A cross-sectional approach, involving collecting data at once from employees and customers was adopted. A combination of quantitative and qualitative data analysis techniques was employed in this study. Quantitative data analysis techniques involved the use of descriptive statistics such as frequencies and percentages to summarize responses on issues of E-banking and customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-banking and customer satisfaction as specified in the study objectives. Findings from descriptive statistics indicated that on average the respondents agreed that there are some e-transaction factors that do affect customer satisfaction which include; quick checking of account balances, easy access of account history, increased efficiency in account management and customer touch points which are user friendly. Further findings indicated that there was a weak statistically significant positive relationship between e-transaction and customer satisfaction. The appropriate degree of automation will vary from institution to institution mainly dependent on the scale, nature and complexity of the bank’s business. Further research is recommended on the likely negative externalities of the adoption of information and communication technology in the financial services sector.},
     year = {2020}
    }
    

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    AU  - Sazir Nsubuga Mayanja
    Y1  - 2020/05/19
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    AB  - The purpose of the study was to examine the effect of e-transaction monitoring on customer satisfaction, as a strategy in a hyper competitive environment, with Stanbic Bank Uganda Limited as the case study. The study involved 5 managers, 10 Middle Level staff involved in E-banking operations, 5 Head office (Stanbic) E-banking operative staff, 8 Customer relationship officers attending walk-in-customers and 63 Customers of Stanbic Bank. A cross-sectional approach, involving collecting data at once from employees and customers was adopted. A combination of quantitative and qualitative data analysis techniques was employed in this study. Quantitative data analysis techniques involved the use of descriptive statistics such as frequencies and percentages to summarize responses on issues of E-banking and customer satisfaction while the Pearson’s correlation coefficient was used to establish the relationship between dimensions of E-banking and customer satisfaction as specified in the study objectives. Findings from descriptive statistics indicated that on average the respondents agreed that there are some e-transaction factors that do affect customer satisfaction which include; quick checking of account balances, easy access of account history, increased efficiency in account management and customer touch points which are user friendly. Further findings indicated that there was a weak statistically significant positive relationship between e-transaction and customer satisfaction. The appropriate degree of automation will vary from institution to institution mainly dependent on the scale, nature and complexity of the bank’s business. Further research is recommended on the likely negative externalities of the adoption of information and communication technology in the financial services sector.
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Author Information
  • School of Post Graduate Studies, University of Kigali, Kigali, Rwanda

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