Enhancing client satisfaction with banking services in Uganda: The significance, utilisation, and challenges of Digitalized services
Enhancing client satisfaction with banking services in Uganda: The significance, utilisation, and challenges of Digitalized services

Summary/Abstract: Purpose – The study considered enhancing client satisfaction with banking services in Uganda. The significance, utilisation and challenges of Digitalised services. Besides, study considered banking services as a predictive variable for client satisfaction in Uganda. The study was guided by the following specific objectives: i) Provide empirical perspectives and Uganda’s context-specific evidence on the effectiveness of the digitalised banking services to customer satisfaction; ii) Analyse customer experiences with digitalised banking services to identify the extent of access, utilisation and satisfaction as well as the associated challenges. Design/methodology/approach – The study was a cross-sectional in nature applying a quantitative approach. This is in line with the objective of the study to analyze the significance of digitalized banking system to customer satisfaction and draw deeper insights into the experience of clients regarding access, utilization of the digitalized banking system as well as establish the associated challenges.Findings – Using data from 159 respondents from Centenary Development Bank, this study tested and confirmed the contribution of digitalized (online) banking services on customer satisfaction in the context of Uganda.

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