ICTACT Journal on Management Studies

Mukuuma Kassim ¹, Kyeyune Robert ², Mwase Ali ³, Engotoit Benard ¹

Affiliations
1 Department of Computer Science and Engineering, Makerere University Business School, UG
2 Department of Applied Computing and Information Technology, Makerere University Business School, UG
3 Department of Marketing and Management, Makerere University Business School, UG

Abstract

E-banking has continuously brought changes on our daily lives by enabling provision of fully automated banking services that do not require visiting a bank’s premise. Customers do not have to queue for banking services but can do this at their own preferred time and place. The study aims at examining the effect of e-banking security on customer satisfaction in Uganda. To study the relationship between e-banking security and customer satisfaction, four security dimensions namely confidentiality, integrity, availability and authenticity are established based on literature review. The study uses a cross sectional survey methodology to gather data from 280 respondents. Results of correlation and regression analysis demonstrate that security has a positive relationship with customer satisfaction and therefore e-banking security has a big impact on predicting customer satisfaction. Various recommendations are put across on how retail banks can improve the security of their customer’s data hence satisfying them through the use of e-banking channels.

Keywords

E-banking, Security, Customer satisfaction, Four Security Dimension.

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