The Impact of Electronic Banking on Customer Satisfaction towards the Financial Institutions in Uganda: Case Study of Customers of Centenary Bank and Baclays Bank at Victoria Mall, Entebbe

Abstract

This study presents what impact electronic banking has on customers’ satisfaction in comparing with traditional visits and mortar banking service. A case study of centenary and Barclays bank the relationship it has with that of age consumption and education, its impact on branch visits, the level of customer understanding about the banking and the opportunities and challenges of the e- banking. The study looked at the whether customers have adequate knowledge about electronic banking services, their awareness about the charges, its availability and where to access it from. And also determine their attitude towards the new technological advances provided by the financial institutions in terms of trying to satisfy them . The study used a cross-sectional research design where data was collected from 200 respondents who were willing to participate using a structured questionnaire .data collected was analyzed using SPSS The study involved 55% of male and 45 % female who were all using internet banking at some point .social demographic characteristics were found to significantly influence the usage of e banking .it was found out the more education one acquired the more frequently they used different internet banking options .the study reveled different impacts affecting the bank customers using e banking services and products. Such impacts were accessibility, user friendly and security. They were different challenges associated with e banking such as network failure, limited withdraw amount, no help in case of transaction failure and The findings of this study revealed that employed people with high level of education engaged in e banking more than others who were unemployed and the illiterate .it was recommended banks should issue out information on the e banking services offered to the customers in order to eradicate them more , encourage and attract more bank customers to using the different services