Electronic Banking and Bank Performance Case Study: Centenary Bank Mbarara Branch
Author: NALUNKUMA BRIDGET
Supervisor: Peter Kalema
The study was about E-banking and Bank Performance and the case study was Centenary Bank Mbarara branch and data was collected by the researcher with the aim of finding out the extent to which E-banking has affected the performance of the bank. The study comprised of variables which included E-Banking as the independent variable and bank performance being the dependent variable. The independent variable had measures such as ATM, Mobile banking, PC banking and internet banking while the dependent variable had measures such as turnaround time, number of customers, profitability. The specific objectives for the study were: to determine the profits earned by bank through the ATM, Mobile banking, and PC banking, to determine the turnaround time for customers while accessing services when using ATM, PC banking and Mobile banking, to determine the number of customers who access banking services using ATM, Mobile banking, PC banking, to determine the factors that affect the delivery of banking services using ATM, Mobile banking, PC banking. The data was collected from the staff of Centenary bank Mbarara branches well as the customers/clients. The methods that were used for the survey were primary and secondary techniques while some of the data representation was by IBM SPSS Statistics version 20 The findings identified centenary bank provides the E-banking services such as Automated Teller Machine, Mobile banking and PC banking. The findings also revealed the bank has improve on some of its challenges such as network failure, cards getting stuck in the machines, training the clients on how to use the system.
In conclusion, the study concluded that E-banking has a positive impact on the bank performance through the profitability, increased number of customers, and the turnaround time since the clients can access the banking services 24hours.