Customers’ experiences of digital banking channels with DFCU bank Uganda, Kyengera branch

Abstract

Digital banking has brought about a revolution in the functioning of banks as it offers major opportunities to banks and their customers. This has made the transition to digital banking a necessity for banks to meet the customer needs. The purposes of the study was to examine the experiences of customers on the usage of digital banking channels using DFCU bank Kyengera in DFCU bank Kyengera branch as a case study. The specific objectives of the study were to explore the type of existing digital banking channels, examine the perceptions and attitudes of customers towards digital banking channels, assess the determinants for the use of digital banking channels and analyse the challenges of digital banking channels. Data was collected using questionnaires administered to 55 bank customers and interview guide were submitted to five bank staff. and it was later analysed by Jamovi to analyse the questionnaire data. The data was cleaned and codes by examining the frequency distributions of all who describe the demographics of the participants. Descriptive statistics used to draw summaries related to the tables of the current study, including the calculations of percentages, describing graph levels, and also the analysis contains some tables describing the relationships between the variables of the current study concepts and presented as a report. Study findings revealed that the most used banking channel was mobile phone because of easy access, it is convenient, easy to use and saves time. However, frequent technical breakdowns of networks lead to poor service delivery. It was noted that DFCU bank should form centre for digital banking technology and management to support small scale commercial banks (Agents) with latest technological development in the world towards efficient and effective service delivery and provide expert support for ICT implementation so that to reduce on the breakdowns and serve according to customers’ expectations.