factors influencing customer attitudes towards internet banking in kampala city: a case study of centenary bank main branch

Description

In recent years, the Banking Industry around the world has been undergoing a rapid transformation. The deepening of information technology has facilitated better tracking and fulfillment of commitments, multiple delivery channels for online customers and faster resolution of issues. In Uganda today, customers expect higher quality services from banks which if fulfilled, could result in significantly improved customer satisfaction levels. This Empirical research study mainly focuses on investigating the major factors that influence customer attitudes towards Internet Banking. This study also assists in assessing the power of these factors in context of internet banking and would therefore help the Bank Management not only in improving the level of satisfaction but also strengthening the bond between the Bank and its customers, thereby helping them to retain and also expand their overall customer base.