Electronic banking adoption on customer satisfaction: a case of Equity Bank Ntinda branch
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Date
2026-04-21
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Uganda Christian Universty
Abstract
This study was undertaken to investigate the link that exists between electronic banking adoption and customer satisfaction, with specific attention paid to Equity Bank Ntinda Branch in Uganda. With the dynamic progress in digital technologies in recent times, banking institutions have increasingly adopted electronic banking systems such as mobile banking, internet banking, and ATMs in an attempt to enhance service delivery and satisfy customer needs. However, customer satisfaction levels have not been uniform due to problems related to system failure, security issues, and customer knowledge. The overall purpose of this study was to assess the impact of electronic banking adoption on customer satisfaction. The specific objectives of this study were to assess the impact of perceived ease of use, perceived usefulness, and trust and security on customer satisfaction. This study used a cross-sectional study design, where the respondents were customers of Equity Bank Ntinda Branch. The data collection tools used for this study were structured questionnaires, which were then analyzed using descriptive and inferential statistics. From the study, it was revealed that ease of use greatly increases customer satisfaction since the customer prefers to use systems that are not complicated and are very easy to use. The study also revealed that the usefulness of the system has a positive effect on customer satisfaction, as the customer prefers to use systems that help them perform tasks in a very efficient way and in the least time possible. Moreover, the study revealed that trust and security are very important factors in influencing customer satisfaction and loyalty, as the customer prefers to use electronic banking systems when they feel that their financial details are safe. However, the study also reveals some major challenges affecting customer satisfaction, and some of them are related to internet connectivity, failure of transactions, and security risks in cyber world. The study concludes that, although electronic banking plays a critical role in ensuring customer satisfaction, success in this regard is largely dependent on the reliability and security of the system, as well as the awareness of the users. It is recommended that banks need to invest more in their technology infrastructure and also educate their customers to enhance their experience. The findings of this study are critical to the management of banks, policymakers, and scholars in their quest to understand how to enhance financial inclusion in Uganda.
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Undergraduate