Online banking and financial performance of commercial banks: a case study of Bank of Africa Mukono
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Date
2026-05-06
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Uganda Christian University
Abstract
The study examined online banking and financial performance of commercial banks using a case study of bank of Africa Mukono. It specifically focused on; showed the relationship between ATM banking and financial performance in Bank of Africa, analyzed the relationship between internet banking and financial performance of Bank of Africa, and analyzed the relationship between mobile banking and the financial performance of Bank of Africa.The study was carried out using a cross sectional research design where quantitative research approach was also used. The data was collected using questionnaires and interviews and during data collection, simple random sampling method was used. A sample size of 40 respondents who are employees of Bank of Africa was also used in the study. The study findings established that ATM banking, internet banking, and mobile banking significantly enhance financial performance at Bank of Africa–Mukono branch. ATM banking showed a positive relationship with financial performance (r = .645**, p < .01) and a positive regression influence (β = 0.225, t = 3.693, p = 0.000). Internet banking demonstrated the strongest relationship (r = .782**, p < .01) and a positive regression effect (β = 0.243, t = 3.668,p = 0.000). There was a strong relationship between mobile banking and dependent variables (r =.639, p < .01) as well as a considerable regression effect (β = 0.396, t = 5.426, p = 0.000), which suggests that proper use and implementation of the services offered by online banking lead to improvement in terms of accessibility, efficiency, customer satisfaction, and profitability of the bank. Finally, the paper suggested to Bank of Africa-Mukono that it should further develop its ATM, internet, and mobile banking services in addition to raising digital literacy among employees andcustomers by integrating new digital technologies.
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Undergraduate