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

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.