Evaluation of digital banking in Uganda: A case study of Stanbic bank, Uganda limited

Abstract

The banking business has undergone tremendous change over time due to changes in customer behavior and technical improvements. The development of digital banking systems has been one of the biggest shifts in conducting the banking business. A system known as digital banking, sometimes referred to as e-banking, online banking, or internet banking facilitates, financial operations like payments, deposits, and cash withdrawals, digitally using the internet as opposed to physically visiting bank offices. The study set out to evaluate the benefits of digital banking systems at Stanbic Bank in Uganda. Quantitative technique was adopted. All permanent employees of Stanbic Bank at its headquarters in Kampala, Uganda, made up the research population. The researcher used the Krejcie and Morgan (1970) table of sample determination to obtain a sample of 230, and the study had a response rate of 86.96%. Quantitative data was gathered from the permanent employees of Stanbic Bank using questionnaires. A Likert Scale with close-ended questionnaire were used as a rating scale to measure opinions, attitudes, or behaviour that were presented by the respondents. The data was then entered into a computer program called STATA (version 15.0) for analysis and interpretation. All the research objectives were addressed using descriptive analysis techniques such as mean, standard deviation, minimum and maximum. A number of variables were investigated, among which the benefits of utilizing digital banking platforms were offered by Stanbic Bank. The finding showed a mean of 3.43 implying that majority were not sure. The preference for digital banking platforms was assessed, and the results showed a mean of 3.54 which implies that majority agreed. Further still, the variables that influence the value of digital banking platforms in Stanbic Bank, especially the concern over security; the findings showed a mean of 3.37 implying that the majority were not sure. A question on whether performance expectancy significantly influences customers' intention to adopt mobile banking, there was a mean of 3.55 implying agreement among a majority of respondents. Lastly, the extent to which the security of digital banking platforms impact on the value of Stanbic Bank's offerings, where respondents were required to indicate if security and safety are crucial when presenting digital banking to new customers, a mean of 3.39 implied that the majority were not sure. About whether the use of contemporary ICT technologies boosts the security of electronic payments, and that serious efforts must be made to foster confidence by reducing security concerns and the findings showed a mean of 3.45 which implies that majority were not sure.