Electronic Banking and Customer Satisfaction in Selected Commercial banks in Juba, South Sudan

ABSTRACT The effort to employ electronic banking technology in providing banking services and the extent to which those service satisfy the customers have become a serious policy issue in the South Sudan banking industry (BOSS Report, 2016).Many banks customers are still ignorant about this technology hence system is still underutilized yet it requires high investment to be implemented and or adopted by commercial institutions. The purpose of the study was to establish the relationship between electronic banking and customer satisfaction in selected commercial banks in Juba,South Sudan. The problem in this study was to establish the role of e-banking in enhancing customer satisfaction with major consideration on the use of technology, improved bank network and the use of ATM machines to improve bank service delivery. The objectives of the study were:to examine the relationship between online banking and customer satisfaction, to determine the relationship between ATM services and customer satisfaction, and to examine the relationship between mobile banking and customer satisfaction in Juba, South Sudan.This study was guided by descriptive correlational designs with qualitative and quantitative approaches. The sample size was 144 done at the two commercial banks in the country by purposive sampling method, using closed ended questionnaires. Data analysis; frequency and percentage distribution were used to determine profile of the respondents. Data gathered were corrected and encoded in computer and statistically treated using the statistical package for social sciences (SSPS). The mean were used to measure electronic banking and customer satisfaction in Juba, South Sudan. Pearson’s product moment correlation was used to establish the relationship between electronic banking and customer satisfaction in Juba. The study findings indicated that electronic banking influences highly customer satisfaction as shown by r-value of 0.663 implying a positive relationship between the two variables. Conclusion; customers are the major aspects of improving customer satisfaction. The electronic banking systems enhance user access to information and therefore efficiency and effectiveness is evidently realized. The government should improve access to internet by providing the necessary infrastructure within Juba and its environment. Secondly, electronic banking would only be useful if customers are made to understand how to effectively manage it. The study makes significant contribution in research especially when evaluating the role of ebanking in future customer satisfaction processes and it also help in establishing an important shift in future research dynamics in the banking industry.

TABLE OF CONTENTS

DECLARATION

APPROVAL ii

DEDICATION

ACKNOWLEDGEMENT

LIST OF ABBREVIATIONS vW

ABSTRACT

CHAPTER ONE I

1.0 Introduction 1

1.1.1 Historical Perspective 1

1.1.2 Theoretical Perspectives 3

1.1.3 Conceptual Perspective 4

1.1.4 Contextual Perspective 6

1.2 Statement of the problem 8

1.3 Purpose of the Study 9

1.4 Objectives of the study

1.5 Research Questions 9

1.6 Hypotheses 9

1.7 Scope of the study 10

1.7.1 Geographical scope 10

1.7.2 Time scope 10

1.7.3 Content scope 10

1.8. Significance of the study 10

1.9 Operational Definitions of key terms 11

CHAPTERTWO 13

LITERATURE REVIEW 13

V

2.0. Introduction .13

2.1. Theoretical Review 13

2.2 Conceptual framework 16

2:3:0 Related Studies 16

2.3.4 Online banking strategies used to improve customer satisfaction 25

2.4 Relationship between electronic Banking and customer satisfaction 27

CHAPTER THREE 30

METHODOLOGY 30

3.0. Introduction 30

3.1. Research Design 30

3.3. Area of the study 30

3.4. Study population 31

3.5 Sampling Procedure 31

3.6SampleSize 31

3.7 Methods of data collection 32

3.8 Tools of data collection 32

3.9 Measurement of the variables 32

3.10 Validity and reliability of research instruments 33

3.11 Data analysis 34

3.13 Limitations of the study 36

CHAPTER FOURS 37

DATA PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA 37

4.1 Introduction 37

4.1.1 Response Rate 37

4.1.2 Demographic characteristics of the respondents 37

4.1.3 Descriptive Statistics of Response 39