Analysis of the Factors that Influence Customer Satisfaction with Internet Banking: A Case Study of Stanbic Bank Uganda Limited

Abstract

The study was concerned with analyzing five factors that influence customer satisfaction with internet banking i.e. Efficient and Reliable services, Security, Web design/Aesthetics, Responsiveness/contact and Ease of Use. The specific objectives of the study were; To find out the level of uptake of internet banking basing on sex, age and education background. The second objective was; To find out the effect of Efficient and Reliable services, Security, Web design/Aesthetics, Responsiveness/contact and Ease of Use on customer satisfaction with internet banking. A sample size of 100 respondents was selected and questionnaires were distributed to each respondent. Descriptive and inferential research designs were used in Data Analysis. The study found out that there are more male clients than female clients. It also found out that majority of the clients are youths aged 26-35. It found out that most of the clients are first degree holders. The study found out that Efficient and Reliable services, Security and Responsiveness/Contact had a significant effect on customer Satisfaction with internet banking while Ease of Use had an insignificant effect on customer Satisfaction with internet banking. The study concluded that Efficient and Reliable services, Security, Web design/Aesthetics, Responsiveness/Contact were statistically significant (P-values<0.05) therefore they had an influence on customer Satisfaction with internet banking. The study recommended promotion of gender balance in internet banking usage. It also recommended further study on more variables that influence customer satisfaction with internet banking