The Effect of E-Banking on Customer Service in Banks Case Study: Centenary Bank
Author: Owach Atim Angella
Supervisor: Jude Kimera Banadda
The study objectives were to establish the e-banking products accessible in Centenary Bank, find out how effective e-banking products have been in managing queues in Centenary Bank, establish the effect e-banking products have had on customer service in Centenary Bank and identify the challenges in accessing e-banking products in Centenary Bank and to suggest solutions. The major question was what is the effect of e-banking products on customer service in banks? The study used structural questionnaires to collect data from the Centenary Bank customers. Data was processed using SPSS and Microsoft Excel and presented using graphs, pie charts and frequency tables and percentages as well as correlation studies. The study found thatE-banking products have reduced on the queuing in the banking halls generally and suggested that the e-banking products have resulted to an improvement in the customer service. Specific to the CenteMobile Service the study concluded the major challenges to be in making corrections, low sensitization and promotion, unsuitable service for the illiterate population in Uganda and security issues., the challenges specific to Western Union Money Transfer were concluded as security issues, too much documentation during verification, low sensitization amongst the customers, long queues which are timewasting due to the fact that it is only one single teller who operates this service in the bank branch, network problems and the uninformed exchange rates. The solutions included diligent updating and upgrading the network and system, appointing a standby team to repair faulty machines, improved sensitization programmes especially in terms of the benefits of e-banking products to customers, continuous interaction of customers with the bank through interviewing customers regularly through feedback exercises to find out how to incorporate customer needs. The study recommends the need to identify key areas in e-banking that are problem areas and enact positive change.