The impact of ICT on provision of banking services and customer satisfaction in the banking sector in Uganda (case study of Centenary Bank Mapeera)

Abstract

Customer satisfaction is significant because it provides the business owners with the metric that can help them manage and improve their business. This study sought to assess the impact of ICT on provision of banking services and customer satisfaction in the banking sector in Uganda. Descriptive frequency tables for social demographic characteristics like gender, age and educational level were performed. Data collected was analyzed using both interpretive and statistical methods. Pearson chi square was used to relate ICT with customer satisfaction.Overall, more than half of the respondents (61.2%) agreed that the service delivery was reliable and 4.1% strongly disagreed. More than half of the respondents (55.1%) agreed of the assurance of service delivery, 30.6% strongly agreed and 6.1% disagreed with the assurance of service delivery. At least 40.8% of the respondents thought that the responsiveness to service delivery was important towards customer satisfaction. Majority of the respondents (83.8%) had attained the higher education level, 8.2% had attained the diploma level. Additionally, most of the respondents (65.3%) were between 18 and 25 years, slightly more than half of the respondents (51%) were males. 40.8% of the respondents thought that automated teller machines were important. Furthermore, 42.9% of the respondents thought that mobile banking was important and very few (2%) said it was least important. The findings showed that customer satisfaction was associated with education, mobile banking, agent banking, reliability of the services, accessibility to the services, and responsiveness perceptions. Furthermore, education level, automated teller machine, mobile banking, agent banking, reliability, accessibility, and responsiveness were the factors associated with the ease of use.More ICT technologies should be advanced to the latest versions and the security systems should be updated to ensure that customers are safe and satisfied with the banking system. The government of Uganda through the ministry of finance should increase the deposit protection fund schemes in the commercial banks to improve the assurance of the customers of the security of their savings and investments.