An examination of the electronic banking services in stanbic bank branch of Makerere University

Abstract

The emergence of stiff competition in the financial sector has forced financial institutions such as banks world over to innovate and reach out to their clients and staff. This has been done through electronic means and other interactive communication channels. The motivating forces behind the rapid transformation of banks are influential changes in the economic environment embrace among other innovations in the e-services. The study was aimed at examining the electronic banking services in stanbic bank. The researcher adopted a cross sectional design and applied a simple random and convenience sampling methods. The researcher also used descriptive statistics, that is; frequencies and percentages to establish analysis. The researcher utilized the self-administered questionnaire approach to collect the primary data from the respondents. A sample of 379 respondents from a population of 33,288 was adopted and the findings analyzed using SPSS.The research findings showed that the usage of the automated teller machine (ATM), Internet banking and mobile banking were in that order the most popular e-banking services used. The study also established that many of the respondents lacked awareness and knowledge about electronic banking and were skeptical about their security while using the electronic banking services. The study made several recommendations among which included focusing Emphasis on intensive awareness and marketing programs and the need to regularly test the banks' security practices by the regulator and also that the banks' security practices be reviewed by outside experts in order to analyze network vulnerabilities.