Technology Service Quality and Customer Satisfaction in the Uganda’s Banking Sector

Abstract

Banking industry has transformed and technologies are being extensively used to ease customers banking needs. Despite its attractiveness, customer satisfaction towards technology banking service quality has become an issue among the banks in Uganda. Therefore, this study is aimed at assessing the impact of technology service quality on customer satisfaction in Pride microfinance limited. The research adopts a quantitative research design focusing on a single case study. Data were collected via self-administered questionnaire from a random sample of 384 customers drawn from the population of customers from selected branches using technology banking service. The questionnaire covered five dimensions of service quality namely; efficiency reliability, responsiveness, fulfillment, security. The findings indicate that technology service quality has positive and direct effect on customer satisfaction. The results of this study indicate that the dimension of fulfillment has the greatest impact on customer satisfaction. Among the dimensions of technology service quality, two dimensions, responsiveness and security did not have significant impact on customer satisfaction. Banking institutions should use service quality dimensions to evaluate technology delivered services to ensure customer satisfaction, which is a sources of competitive advantage given, that all financial institutions almost deal in similar products and services.