The analysis on the effect of automation of bank services on the volume of over the counter transactions (2009-2018): a case study of Centenary Bank Uganda Limited

Abstract

The study was to analyse the effect of automation of bank services on the volume of over the counter transactions the period 2009 to 2018. The study employed the graphical approach (scatter plots and line graphs), correlation analysis and simple linear regression models. The line graphs showed increasing trends of all the E-banking channels transaction rates (online transaction rate, mobile banking and ATM service transaction rate). Mobile banking and use of automated teller machines was established to be the widely used computerized channels. Mobile banking that was introduced to the banking environment of Centenary Bank in 2013 also exhibited increasing usage from 13.7% of the all transactions in 2013 to 24%. ATM service increased to 34% in 2018 from 19.7% in 2009 and also Online banking increased to 4% in 2018 from 0.9% in 2009. However, the line graph showed decreasing trends of over the counter transaction rate from 79.4% in 2009 to 30% in 2018. The correlation analysis proved a negative association (-0.9918) between the total amount of transactions made via the automated channels and the volume of over the counter transactions. All the scatter plots established a significant linear negative effect between over the counter transactions rate and the automated banking channels (online banking transaction rate, mobile banking transaction rate, ATM service transaction service rate) i.e. as automated/E-banking transactions increases, over the counter reduces. Mobile banking, ATM service and Online banking were significant predictors (P<0.05) of over the counter transaction rate. Mobile banking, ATM service and Online banking had a significant linear negative effect on over the counter transactions with negative slopes of -2.0365, -3.9896 and -17.5447 respectively.