Impact of electronic banking on customer satisfaction in Uganda

Abstract

This paper examines the impact of electronic banking on customer satisfaction in Equity bank- Kasangati, Uganda. Data were collected from 100 households through convenient sampling from five villages in Kasangati. The data were analyzed using descriptive statistics, linear regression and a Bivariate Pearson correlation. From the findings, the study concluded that reliability of e-banking services and security of customer information influence customer satisfaction to a great extent. In addition, many customers use e-banking because it is secure and reliable. The study further concludes that ease of use of e-banking services has a relatively low effect on customer satisfaction.