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.
Although the significant economic contributions of small and medium-sized enterprises (SMEs) are globally acknowledged, many Ugandan SMEs have not fully integrated ethics into their business strategies. We explored the business practices that influence ethical conduct in SMEs in Uganda. A newly developed self-administered questionnaire was used to collect data from a non-probability convenience sample of 384 SME owners or managers. Management practices of Ugandan SMEs and their employees' knowledge significantly influence their ethical business conduct. SME owners and managers should brief their employees on acceptable ethical business behaviour and develop management practices to reflect their intended ethical business reputation.
The study investigated the use of ICTs in students support in Open and Distance learning (ODL) at Makerere University. The study adopted a survey design with 327 ODL students, and the data from participants were collected using self-administered questionnaires and individual interviews. The results showed that, Makerere University has enhanced student support through the introduction of the learning management systems, web-based application, registration and accessing results to ensure student’s satisfaction and retention in ODL system. However limited electronic support is extended to ODL students through e-mails, mobile phones, social media applications, radio and television. The study concludes with recommendations to policy makers at Makerere University. Although, this study has been based in Uganda, the findings may be of relevance to institutions in other developing countries.
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