"Analysis of Banks' Performance in Satisfying its Customers" Case Study: Stanbic Bank Uganda

TABLE OF CONTENTS

Declaration .... . ... I

Approval. ........... . . .............. II

Dedication ... . . ..... Ill

Acknowledgement. ....... . . ..... IV

Table of contents .. . ··············v

Abstract.. ..................... . . .......... vm

Definition of terms ...... . . ................. IX

Acronyms ..................... . ············x

Chapter one

I. 0 Introduction .................................................................................................................. I

1.1 Background of the study .............................................................................................. 1

1.2 Research problem .......................................................................................................... 2

1.3. Objectives of the study ................................................................................................. 3

1.4 Research questions ........................................................................................................ 3

1.5. Hypothesis ................................................................................................................... .4

1.6. Significance of the study .............................................................................................. 4

Chapter two

2.0 Literature review ............................................................................................................ 5

2.1 Assets/liabilities problem of depository institution ...................................................... 5

2.2 Liquidity concern .......................................................................................................... 6

2.3 Competition and profitability............................................................. . ..................... 8

V

Chapter three

3.0 Methodology ..

3. I Primary data ......... .

3. I. I Observation ..

3 .1.2 Interview ..................... .

3.1.2. l Interview schedule ..... .

3. 2 Secondary data

2.4 Research design

2.5 Limitation of the study ...... .

Chapter four

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4.0 Presentation, analysis and discussions of finding ....................................................... 14

4. I Introductions ............................................................................................................... 14

4.2 Data presentation ........................................................................................................ 14

4.3 Findings .......................................................... , ............................................................ 20

4.3. l Effects of various factors on bank funds and investment.. ....................................... 20

4.3.2 Interest rates ............................................................................................................ 20

4.3.3 Business cycles ......................................................................................................... 21

4.3.4 Monetary policy and fiscal policy ............................................................................ 21

4.3.5 Individual bank characteristics ............................................................................... 21

4.3.6 Problems encountered in banks and funds management ..

4.4 Forms of securities ....... .

4.4.1 Bank lien ............. .

VI

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. .. 22

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4.4.2 Pledge ....... .

4.4.3 Mortgage ...

4.4.4 Produce and goods security.

4.5 Credit techniques used in loan processing .

Chapter five

5.0 Recommendations

5.1 Conclusions ............. .

5.2 Area of study .... .

Appendices

Appendix A Questionnaire To Bank Clients.

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Appendix B Questionnaire for Top Management Official.. ............................................. 34

Appendix C Questionnaire for Loan Officer.. ................................................................. 36

ABSTRACT

The study examined the performance of commercial banks in satisfying its customers. The study was based on Stanbic bank it was aimed at analyzing how banks manage to meet liquidity, make profits using the funds deposited with out harming the safety of depositors. The primary objective was focus on how banks match assets and liabilities portfolio. The study was based in Uganda Stanbic Bank. The methodology applied was open and closed administered to sixty officials. The stratified random sampling method was applied as sampling method and data was gathered and analyzed. The study revealed that monitory and fiscal policy, business cycle, interest rates and individual bank characteristic were the ma1or factors of banking business that make it complicated. Trade cycles and high interest rates influence the repayment habits of borrowers. Further, the study reveals how deposit levels are influenced by spending and saving patterns, taxes payroll patterns among others.