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

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.

Service Quality, Satisfaction, and Loyalty of BNI Mobile Banking E-Customer

“…Responsiveness is the customer's perception of getting help when needed (Belynda & Boaz, 2015). The results of this study are in line with research conducted by Osinde et al, that among the dimensions of technology service quality, responsiveness does not have a significant effect on customer satisfaction (Osinde, Mayanja, & Tibaingana, 2020).…”

“…Although convenience and speed are important and significant factors affecting the experience of Bangladeshi customers in mobile banking, transaction security cannot be ignored at all, moreover technology issues are also related to customer satisfaction. The results of this study complement the previous findings by Osinde et al that among the dimensions of technology service quality, security has no significant effect on customer satisfaction (Osinde et al, 2020).…”

Recognizing nonmonotonicity of exogenous determinants in a stochastic profit efficiency framework: have banks overinvested in IT capital?

“…Under such conditions, innovations cannot be used as a source of competitive advantage as there is a high degree of imitability across firms (Porter, 1980). As a result, IT investments become a mere strategic necessity and do not provide a competitive advantage to banks (Bharadwaj, 2000; Osinde et al , 2020).…”

“…Phan et al (2020) report similar conclusions by highlighting that IT negatively influences the performance and service delivery of Malaysian banks. The lack of productivity of IT investments can also be attributed to the fact that IT has still not been able to automate business processes completely and a significant part is still conducted through manual operations (Hu et al , 2019; Osinde et al , 2020).…”

Performance evaluation of service quality and user satisfaction in selected Zimbabwe university libraries.

“…Drawing lessons from the banking sector is imperative for enhancing customer service in university libraries. Banks would quickly attract library managers' attention because they have well-defined service provision structures (Osinde, 2019Soltani-Nejad et al, 2021.…”