School of Business (SB) Collections

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Browsing School of Business (SB) Collections by Subject "Absa Bank Uganda Limited"
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    An analysis of alternate/e-payment channels in commercial banking in Uganda: a case study of Absa Bank (U) Ltd
    (Makerere University, 2022-12) Nansubuga, Winfred
    The move towards alternate/e-payment channels has been adopted by commercial banks all over the world. This study sought to assess the alternate / e-payment channels in commercial banking in Uganda. The study objectives were; determining the factors influencing the choice of Alternate / e-payment channels in commercial banks in Uganda, establishing the legal Framework needed for the adoption of e-payment channels in commercial banks in Uganda and identifying the challenges in adopting Alternate / e-payment channels and identify possible strategies of increasing alternate channel adoption in commercial banks. This study also adopted the descriptive design. The sample size of the study was 70 respondents and a response rate of 81.4% was attained. Data was collected using structured questionnaires. Data was analyzed using Statistical Package for Social Sciences (SPSS), windows and Microsoft Excel, descriptive statistics and graphs were used to analyze the data. The study established, that the majority of the respondents use the different alternate / e-payment channels to carry out the day-to-day business transaction in the commercial banks though on the small scale basis. The study established that, many customers are vulnerable online while using the alternate / e-payment channels to threats and attacks, frauds, safety and other risks that they found on the internet. The study concluded that majority of the respondents actually use the different alternate / e-payment channels to carry out the day to day business transaction in the commercial banks though the usage is still on the small scale. Also, the study concluded that many customers are vulnerable online while using the alternate / e-payment channels to threats and attacks, frauds, safety and other risks that they found on the internet. The study also recommended that the commercial banks in Uganda should do more sensitization of the population about the different alternate / e-payment in place to let the public aware of these platforms and be able to use them. Also, the government in conjunction with the commercial banks have to come together and stipulate strong laws and terms and conditions to help protect the customers while using these alternatives for their daily online transactions, the internet connection in Uganda should be upgraded to enhance the usability of the alternate / e-payment channels since these platforms work online with internet. Areas for further research put forward are; customer satisfaction and alternative/e-banking channels in commercial banks, influence of organizational culture on the adoption of the alternative banking channels
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    Regulation, innovation and safeguarding customers: the case of Absa Bank - Know Your Customer
    (Makerere University, 2024-05) Akello, Sharon Emma
    The study assessed Know Your Customer (KYC) regulation for protecting customers at Absa Bank Uganda. KYC guidelines and regulations in financial services require professionals to verify the identity, suitability, and risks involved with maintaining a business relationship with a customer. The study objectives The study assessed Know Your Customer (KYC) regulation for protecting customers at Absa Bank Uganda were: to assess the Know Your Customer regulation at Absa Bank Uganda; to identify the elements that contribute to customer weariness while adhering to Know Your Customer regulations; and to evaluate Absa's framework for client protection through the Know Your client initiative. The study adopted a convergent parallel research design using a quantitative and qualitative approach. The units of inquiry entailed the following: managing director, head of departments, supervisors and staff of Absa Bank Uganda. Quantitative data was analyzed using IBM SPSS Statistics Version 20.0 and qualitative data from interviews was sorted, coded and entered in Nvivo version 20 to generate themes. The study established that the regulation of KYC requires Ugandan national clients to present the national IDs validated through the national NIRA portal Non-Ugandan clients present the passport, refugee ID card, employment status, declaration of PEP status, and Tax Identification Number. KYC entails customer call backs and follow ups on customer transactions complaint, business registered name, certificate of incorporation and stock exchange registration to ensure due diligence at Absa bank Uganda. However, the following were the challenges: inaccurate information uploaded by customers, KYC systems failure to reach customer, inconsistent in completing customer requests and KYC system error at Absa Bank. Customer weariness involves use of comprehensive verification procedures, functionality of e-KYC system for customer interface, NIN verification and NIRA validation system for the national IDs for due diligence at Absa Bank. The study recommends that Absa should set guidelines to verify the client’s identity, customer identification program, ongoing monitoring during on boarding, customer transaction types, digitizing of banking system, review of financial and non-financial crime trends, evaluation of employment history, frequent checks on customer complaints and regular upgrading of KYC framework for due diligence