| dc.description.abstract | The study objectives were to establish the e-banking products accessible in Centenary Bank, find
out how effective e-banking products have been in managing queues in Centenary Bank,
establish the effect e-banking products have had on customer service in Centenary Bank and
identify the challenges in accessing e-banking products in Centenary Bank and to suggest
solutions. The major question was what is the effect of e-banking products on customer service
in banks? The study used structural questionnaires to collect data from the Centenary Bank
customers. Data was processed using SPSS and Microsoft Excel and presented using graphs, pie
charts and frequency tables and percentages as well as correlation studies. The study found
thatE-banking products have reduced on the queuing in the banking halls generally and
suggested that the e-banking products have resulted to an improvement in the customer service.
Specific to the CenteMobile Service the study concluded the major challenges to be in making
corrections, low sensitization and promotion, unsuitable service for the illiterate population in
Uganda and security issues., the challenges specific to Western Union Money Transfer were
concluded as security issues, too much documentation during verification, low sensitization
amongst the customers, long queues which are timewasting due to the fact that it is only one
single teller who operates this service in the bank branch, network problems and the uninformed
exchange rates. The solutions included diligent updating and upgrading the network and system,
appointing a standby team to repair faulty machines, improved sensitization programmes
especially in terms of the benefits of e-banking products to customers, continuous interaction of
customers with the bank through interviewing customers regularly through feedback exercises to
find out how to incorporate customer needs. The study recommends the need to identify key
areas in e-banking that are problem areas and enact positive change | en_US |
