• Login
    View Item 
    •   Mak IR Home
    • College of Business and Management Sciences (CoBAMS)
    • School of Business (SB)
    • Makerere University Business School (MUBS) Collection
    • View Item
    •   Mak IR Home
    • College of Business and Management Sciences (CoBAMS)
    • School of Business (SB)
    • Makerere University Business School (MUBS) Collection
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    E-banking, networking, perceived service value and service quality in commercial banks in Uganda

    Thumbnail
    View/Open
    Ninsiima-MUBS-Master.pdf (594.1Kb)
    Date
    2011-10
    Author
    Ninsiima, Grace Marygratia
    Metadata
    Show full item record
    Abstract
    The purpose of the study was to examine the relationships between e-banking, networking, perceived service value and service quality in commercial banks in Uganda. A cross sectional survey design with a population of 207 respondents from which a sample of 164 was drawn was undertaken. Self-administered questionnaires were used to collect responses. Measurement of the relationships of the study were done and subjected to rigorous data processing and analysis using the relevant statistical computer software packages. Findings indicated that there were positive and significant relationships between e-banking, networking, perceived service value and service quality. Results from regression analysis revealed that e-banking, networking, perceived service value and service quality with e-banking and networking as the stronger predictors. Further, the findings revealed that the model could only explain 24.4% in variance of the service quality. In conclusion, the findings revealed that all the independent variables were significant predictors of service quality which conformation that e-banking, networking and customer perceptions towards service value were paramount in improving service quality in commercial banks. The study recommends that other factors which were not part of the model be used to study service quality of commercial banks and or in other sectors. Likewise, the managements of commercial banks draw a lot of emphasis on e-banking and networking as these would greatly enhance the service delivery of the banks. It is also recommended that a longitudinal study be carried out so as to bring out the true nature of the study. Lastly but not least, the model should be used to study other sector other than the financial sector.
    URI
    http://hdl.handle.net/10570/2393
    Collections
    • Makerere University Business School (MUBS) Collection

    DSpace 5.8 copyright © Makerere University 
    Contact Us | Send Feedback
    Theme by 
    Atmire NV
     

     

    Browse

    All of Mak IRCommunities & CollectionsTitlesAuthorsBy AdvisorBy Issue DateSubjectsBy TypeThis CollectionTitlesAuthorsBy AdvisorBy Issue DateSubjectsBy Type

    My Account

    LoginRegister

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    DSpace 5.8 copyright © Makerere University 
    Contact Us | Send Feedback
    Theme by 
    Atmire NV