• ISSN: 2010-023X (Print)
    • Abbreviated Title: Int. J. Trade, Economics and Financ.
    • Frequency: Quaterly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Managing Editor: Ms. Shira. W. Lu
    • Abstracting/ Indexing:  Crossref, Electronic Journals Library , EBSCO
    • E-mail: ijtef.editorial.office@gmail.com
HOME > Archive > 2020 > Volume 11 Number 5 (Oct. 2020) >
IJTEF 2020 Vol.11(5): 113-118 ISSN: 2010-023X
DOI: 10.18178/ijtef.2020.11.5.676

Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector

Cyrus Osinde, Jamiah Mayanja, and Anthony Tibaingana

Abstract—Banking industry has transformed and technologies are being extensively used to ease customers banking needs. Despite its attractiveness, customer satisfaction towards technology banking service quality has become an issue among the banks in Uganda. Therefore, this study is aimed at assessing the impact of technology service quality on customer satisfaction in Pride microfinance limited. The research adopts a quantitative research design focusing on a single case study. Data were collected via self-administered questionnaire from a random sample of 384 customers drawn from the population of customers from selected branches using technology banking service. The questionnaire covered five dimensions of service quality namely; efficiency reliability, responsiveness, fulfillment, security. The findings indicate that technology service quality has positive and direct effect on customer satisfaction. The results of this study indicate that the dimension of fulfillment has the greatest impact on customer satisfaction. Among the dimensions of technology service quality, two dimensions, responsiveness and security did not have significant impact on customer satisfaction. Banking institutions should use service quality dimensions to evaluate technology delivered services to ensure customer satisfaction, which is a sources of competitive advantage given, that all financial institutions almost deal in similar products and services.

Index Terms—Banking sector, customer satisfaction, technology service quality.

Cyrus Osinde and Anthony Tibaingana are with the School of Business and Management Sciences, Makerere University, Kampala, Uganda.
Jamiah Mayanja is with the Institute of Open Distance and e-Learning, Makerere University, Kampala, Uganda (Corresponding author; e-mail: jmayanja@cees.mak.ac.ug).

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Cite: Cyrus Osinde, Jamiah Mayanja, and Anthony Tibaingana, "Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector," International Journal of Trade, Economics and Finance vol.11, no.5, pp. 113-118, 2020.

Copyright © 2020 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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