Izvorni znanstveni članak
https://doi.org/10.62598/JVA.11.2.1.18
Enhancing client satisfaction with banking services in Uganda: The significance, utilization and challenges of Digitalized services
Betty Akankwatsa
; Uganda Management Institute, Uganda
Alinda Fred
; Uganda Management Institute, Institute Research and Innovation Centre, Uganda
S-Kasozi Mulindwa
; Uganda Management Institute, Director Programs and Students Affairs, Uganda
Godwin Kwemarira
; akerere University Business School, Faculty of Management, Department of Leadership and Governance, Uganda
Albert Arinda
; Makerere University Business School, Faculty of Entrepreneurship and Small Business Management, Department of Entrepreneurship and Innovation, Uganda
Sažetak
Purpose – The study considered enhancing client satisfaction with banking services in Uganda. The significance, utilisation and challenges of Digitalised services. Besides, study considered banking services as a predictive variable for client satisfaction in Uganda. The study was guided by the following specific objectives: i) Provide empirical perspectives and Uganda’s context-specific evidence on the effectiveness of the digitalised banking services to customer satisfaction; ii) Analyse customer experiences with digitalised banking services to identify the extent of access, utilisation and satisfaction as well as the associated challenges. Design/methodology/approach – The study was a cross-sectional in nature applying a quantitative approach. This is in line with the objective of the study to analyze the significance of digitalized banking system to customer satisfaction and draw deeper insights into the experience of clients regarding access, utilization of the digitalized banking system as well as establish the associated challenges.
Findings – Using data from 159 respondents from Centenary Development Bank, this study tested and confirmed the contribution of digitalized (online) banking services on customer satisfaction in the context of Uganda.
Ključne riječi
Banking services; Client satisfaction; Uganda; Utilization
Hrčak ID:
342161
URI
Datum izdavanja:
23.12.2025.
Posjeta: 269 *