CHAPTER FOUR

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

4.1 Introduction

This chapter presented the analyzed data and interpretations made there of following the study
objectives. It specifically showed data on characteristics of respondents, electronic banking services,
customer satisfaction determinants, relationship between electronic banking and customer satisfaction
and the discussion of the findings in Centenary Bank, Kampala, Uganda.

4.2 Characteristics of Respondents

Respondents in this study were described according to their age, gender, level of education qualification
and work experience. In each case, respondents were asked through a questionnaire to provide their
respective profile information to enable the researcher classify and compare them accordingly. Their
responses were analyzed using frequencies and percentage distributions.

4.2.1 Gender of Respondents

Gender preference. Preference of female respondents over male ones, reason being the former has a
numerical advantage over the later as witnessed at the counter. And also, the female respondents
looked easily approachable than the male ones.

Table 4.1 showing respondents by Gender

Gender Frequency Percent (%)

Male 07 31.8

Female 15 68.2
TOTAL 22 100.0
Source: Primary data

4.2.2 Age of Respondents

Out of the 22 respondents who participated in this study, 45.5% of the respondents were
between the age of 18 to 24, 30.2% of the respondents were between the age of 25 and 30 and
24.3% of the respondents were 30 or older as shown in Figure 4. 1.

Table 4.2 showing respondents by Age

Age Frequency Percent (%)

18 to 24 years 12 54.6
25 to 30 years 07 31.8
30 and above years 03 13.6
TOTAL 22 100.0
Source: Primary data
4.2.3 Education level of Respondents

In terms of education, the majority of the respondents indicated that they studied at undergraduate
level, compared to those who studied at postgraduate level. Table 4.3 shows that many of the
respondents obtained bachelors (72.7%), diploma (22.7%) and master (4.6%) qualifications.

Table 4.3 showing respondents by level of Education

Education qualification Frequency Percent (%)

Diploma 05 22.7
Bachelor 16 72.7
Masters 01 4.6
TOTAL 22 100
Source: Primary data

4.2.4 Period of banking with Centenary

Working experience. Higher percentage of the respondents are newly hired as fresh graduates and
internees with less working experience, compared to those who have been in the job for a longer period
of time. The table below shows the variation in frequency and percent between the two sets of
respondents.

Table 4.4 showing period of banking by respondents

Working experience Frequency Percent (%)

Less than 1 year 10 46
1 to 3 years 6 27
3 to 10 years 4 18
10 and above years 2 9
TOTAL 22 100
Source: Primary data

4.2.5 Accounts hold

The respondents held variety of accounts ranging from fixed deposit account, Cente current account and
savings account as being the commonly used by customers. These can be shown in a table as seen below
with their percentages.

Table 4.5 showing Accounts held by respondents

Accounts held Frequency Percent (%)

Savings account 10 46
Fixed deposit 36
Cente current account 4 18
TOTAL 22 100
Source: Primary data
4.3 Electronic Banking services

This section presents findings on the knowledge and availability of electronic banking services at
centenary bank.

4.3.1 Knowledge about the electronic banking services

The independent variable in this study (electronic banking) was broken into three constructs and these
were; ATM (Automatic Teller Machine) (measured with four questions or items), Mobile money transfer
(measured with four items) and SMS banking (with four questions or items). All these questions were
based on a four-point Likert scale, in which respondents were required to show the extent to which they
agree or disagree with each question or item.

Table 4.6 showing knowledge about electronic banking services

Services on electronic banking Mean Interpretation Rank

ATM (Automated Teller Machine)

You always use ATM card when depositing/withdrawing 2.62 Satisfactory 1

money
All your bank ATM machines located around Kampala work 2.51 Satisfactory 2
24 hours
The ATM machines of your Bank are also located remote 2.47 Unsatisfactory 3
areas
You have the knowledge and skills of using ATM machines 2.35 Unsatisfactory 4
Average mean 2.48 Unsatisfactory
Mobile money transfer

You always find it easy to transfer money from one account 3.04 1
to another
There are charges imposed to customers by the bank when 2.48 Unsatisfactory 2
transferring Unsatisfactory 2 money from one account to
another
You bank provides mobile money transfer services 24 hours 2.17 Unsatisfactory 3
The bank always emphasizes its customers to choose 1.53 Unsatisfactory 4
mobile money transfer because of saving time
Average mean 2.31 Unsatisfactory
SMS banking

The SMS banking system provides high degree of 2.69 Satisfactory 1

convenience to 2 69 customers
Many customers of this bank have always managed to carry 2.52 Satisfactory 2
out SMS banking after being trained by the Bank
The use of SMS banking system is reliable to all groups of 2.09 Unsatisfactory 3
 customers
The SMS banking is always error free 1.61 Very 4
unsatisfactory
Average mean 2.23 Unsatisfactory
Overall mean 2.34 Unsatisfactory

Source: Primary data

Key to interpretation of means:

Mean range Response range Interpretation

3.26 - 4.00 strongly agree Very satisfactory

2.51 - 3.25 Agree Satisfactory

1.76 - 2.50 Disagree Unsatisfactory

1.00 - 1.75 strongly disagree Very unsatisfactory

4.3.2 Availability of electronic banking services

In order to establish how respondents were well conversant with EB services, respondents were asked
whether they knew the EBS available at Centenary Bank. The results are shown in table

Table 4.7 showing the availability of E-banking services

Electronic banking services Availability (usage)

High Moderate Low
Electronic payment systems are available at centenary bank 
Personal computer banking is available at the bank 
ATM services are available at centenary bank 
E-tax payment systems are available at centenary bank 
SMS banking services are available at centenary bank 
Cente Mobile is available at centenary bank 
E-NSSF system is available at centenary bank 
Direct deposits are available at centenary bank 
Source: primary data

4.4 Customer Satisfaction Determinants

Customers have a number of determinates organizations have to consider such that they are satisfied.
Therefore, under this subsection we will determine whether Centenary Bank meets the customer’s
needs such that they are satisfied with the services offered.

4.4.1 Determinants of customer satisfaction

In order to establish whether customers were satisfied with the services offered by the bank, they were
asked whether what they consider their satisfaction determinates are fully met by the bank and the
results are as follows.
Table 4.8 showing customer satisfaction determinates

Customer satisfaction determinants Level of satisfaction

High Moderate Low

Electronic banking affects the attainment of customer satisfaction 
Management understands customers’ needs which satisfy them 
The bank offers good quality e-banking services 
Management offers serious attention to its clients 
Customer requirements and needs are satisfied in centenary bank 
Customer problems are promptly responded to by staff 
Electronic banking facilities are reliable to customers 
There is a conducive working environment in the organization 
There is effective communication with customers 
The variety of products offered are charged fairly 
Source: primary data

4.5 Relationship between electronic findings and customer satisfaction

In order to establish how electronic banking services and customer satisfaction affected each other, we
had to evaluate the relationship between the two variables.

Table 4.9 showing Relationship between Electronic banking services and Customer satisfaction

Customer satisfaction

Variable
Correlation Sig. (2-tailed) N
Coefficient

Electronic banking services at centenary bank 0.0875 0.628 40

Source: primary data

4.6 Discussion of the findings

The discussion is the meaty part of your Findings report and can be of great value to your audience if
written appropriately. In the discussion section, you can provide interpretations based on your
observations.

4.6.1 Electronic banking services

Electronic banking services is described as all forms of banking services and transactions performed
through electronic means. E-banking includes the systems that enable financial institution customers,
individuals or businesses, to access accounts, transact business, or obtain information on financial
products and services through a public or private network.
4.6.2 Availability of electronic banking services

From Table 4.7, respondents agreed that electronic payments systems, easy access of the EBS, PC
banking, ATM services, E-Tax payment systems, E-bill payment systems, Cente Mobile and Direct deposit
were available at Centenary Bank. However, they were not sure of the SMS banking and E-NSSF system’s
availability at the bank. Findings on the availability of these services at the bank was very critical,
respondents believed that the services were available although their use was very slow. The
respondents were very sure of the availability though they were not sure of whether they could use
them without any guidance from the bank. They were familiar with ATM"s, they only use the machines
for withdrawing, and they did not use the ATMs for any other transaction because they did not trust the
machine like with depositing. The bank also should try to make them aware that the services are safe
but if that fails people will not vacate banking halls for taking deposits. On the other hand, with E-NSSF
and SMS banking respondents said they should be sensitized of their availability and advantages one can
achieve with the use of the services.

4.6.3 Customer satisfaction determinants

Respondents were asked how electronic banking affects the attainment of customer satisfaction.
According to results in Table 4.8, they agreed that electronic banking affects customer satisfaction.
Findings show that customers are satisfied with things which do offer them care but dealing with
machines cannot help them in any way or another.

Results show that respondents did not agree that management understands their needs. It’s very clear
that most of them did not support the question and they had to say that its very rear to get
management attention towards your needs unless many of you shut it loud and throw your query at
their faces. After that reaction at least after some time, someone has to respond to the needs of the
customers but they do not consider them their first priority. Therefore, you find it very difficult for the
customers to use these electronic banking services in that for any mistake you don’t get care
immediately, they take a long time to work on ATM"s when there is a breakdown in the network, when
a customer’s losses his or her ATM card replacement is also a problem. The respondents agreed that the
bank offers good quality Electronic Banking services as seen from the results above in table 4.8.

Customers revealed that the services offered are of a good quality such as SMS banking. They agreed
that whenever a deposit or withdraw are made, an SMS is sent to the owner of the account, one can
easily know the balance on his or her account hence they consider them to be of good quality.
Respondents that use EB products and services are satisfied with the quality of the products and
efficiency of delivery. This calls for concern. Banks therefore, need to intensify effort in seeing that
customers are not satisfied but also delighted with electronic banking. Results also show that
respondents were not sure that management pays attention to its clients. They say that these people
seem to be having a lot of work at they do not immediately give attention any query made by the
customer. Therefore, customers do not also mind to get to know the EBS available because when they
try to consult someone tells you little about the specific service and yet to use something new one has
to be with the necessary information about the use of the service.
Basing on the results in table 4.8, it shows that customer requirement and needs are not satisfied in
Centenary Bank. Findings revealed that customers have no say the bank sets the rules and then the
customers follow. Therefore, Centenary Bank should consider involving their customers in some
decisions made.

Results show that also customers were not sure that their problems were responded to promptly. Most
of them said that whenever you want to know something you are given a few minutes yet some of them
take long to understand. Therefore, the bank customers request s that staff should always listen to the
customers and give them time to solve their problems. Results show that most of the respondents did
not support they said that these services are not reliable. Findings show that these services have many
problems like insecurity. Network break downs, delays, misstatements and others. Therefore, they do
not think that they can trust these machines with their money.

Respondents agreed that the banking system of the organization is computerized. This is as shown
above in table 4.8. Most of the things are done with the computers like E-Tax, E-NSSF systems and
accounts opening even they take your passport photo using their electronic machines, therefore no
need for the already made photos as well as bank statements are got electronically. Customers can see
balances via phone or PC and transfers are done with computers.

Results show that there is effective communication with customers at Centenary Bank. Customers need
attention to every query they have, that is, one has to make sure that they are satisfied with what they
need. Staff has to be able to spend some time explaining to them on what they need and always be
friendly each time one sees a customer. There is a conducive working environment in the organization.
This is revealed by the results in table 4.8 where respondents agreed to the statement. This shows that
Centenary bank satisfies customers with their working environment. Most of them agreed that
Centenary Bank offers a good working environment. The place is well aerated, drinking water is
provided in plastic containers to cool the customers down, and seats are provided to the customers. This
shows that the customers are satisfied with the working environment in the Bank.

Internal processes in the organization are reviewed regularly. Results show that the respondents were
sure that the organization reviews internal processes regularly. While in the banking halls, most of the
staff is change regularly. A person does not spend a month working at that specific branch, and staff is
changed regularly such that customers get to interact with new faces when they arrive at the bank.

Results show that the respondents agreed that the products are charged fairly. Centenary bank offers
low charges on the ATM withdraws and nothing is charged while a person is depositing money and this
really satisfies customers because no one can love banks charging a lot of money via transactions made.
Therefore, most of the transactions are done at affair price and with accounts opening nothing is
charged however, one is charged for getting an A TM, the bank charges like 10000 for it.

4.6.4 relationship between electronic banking and customer satisfaction

Findings revealed that there is an insignificant positive relationship between Electronic banking and
customer satisfaction (0.0875), this is due to the number of weaknesses associated with the Electronic
banking such as network break downs, insecurity/ fraud, hackers on the computers, Electronic
breakdown and illiteracy. Therefore, the availability of the electronic banking systems like ATM services,
Cente mobile, SMS banking, personal computer banking, direct deposit and others have not led to
customer satisfaction. This means that customers are still not satisfied with the services. Therefore,
Centenary bank should always devise means of improving on the electronic banking services such that
they can increase customer satisfaction. They should also continue to make customers aware of this
service, look at the determinates of customer satisfaction and they provide the services such that they
can figure out a way they can try to provide the services in order to satisfy their customers.