Department of Business and Management Studies

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Browsing Department of Business and Management Studies by Subject "Banking"

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    Assessment of Workforce Diversity and Business Performance in the Banking Sector: A Case Study of Centenary Bank, Mbarara Branch.
    (Uganda Martyrs University, 2011) Kababiito, Annet
    KABABIITO ANNET (2011-M102-20031) Assessment of Workforce Diversity and Business Performance in the Banking Sector: A Case Study of Centenary Bank, Mbarara Branch This study assessed how workforce diversity improves performance in the banking sector. Specifically, the study looked at the influence of social demographic characteristics diversity of employees on organisational performance; the relationship between task-related attributes diversity and organisational performance; and the relationship between employees‟ status diversity and organisational performance. A cross sectional design was used in the study for quantitative and qualitative analysis on a sample of 48 respondents. Data were obtained by use of a questionnaire, interview guide and secondary documents. The data were further analysed quantitatively and qualitatively. Quantitative data were analysed using the Statistical Package for the Social Sciences (SPSS) programme, version 17.0. Hypotheses were analysed with Pearson’s Correlation Coefficient Index (PCC) to establish relationships. Cross tabulations were carried out and frequency percentages calculated. Qualitative data were interpreted by composing explanations and substantiating them using the respondents‟ open responses. The study found out that social demographic characterises diversity of employees has an influence on organisational performance. There is a relationship between task-related attributes diversity and organisational performance. There is a relationship between employees‟ status diversity and organisational performance. The study, therefore, concludes that social demographic characteristics diversity influences the performance of the organisation in different ways. Task related attributes diversity enables organisations to enhance their performance. Employees‟ status diversity enhances the performance of organisations. The recommendations of the study are: organisations such as banks should have strategies for managing the social demographic characteristics diversity for its workforce. Management of organisations should also put in place strategies such as rotational deployment and capacity building and training to enhance performance of organisations. Management should also decentralise, departmentalise, carry out periodical trainings, mentoring courses, regular appraisals, promote and pay basing on efficiency to enhance performance. Key Words: Diversity, Workforce, Business, Banking, Bank
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    The Effect of Customer Compliance on E-banking Transactions In Banking Institutions: A Case Study of Centenary Bank, Kyotera Branch.
    (Uganda Martyrs University, 2011) Nabiryo, Priscilla
    NABIRYO PRISCILLA (2011-M102-40032) The Effect of Customer Compliance on E-banking Transactions In Banking Institutions: A Case Study of Centenary Bank, Kyotera Branch The study focused on the effect of customer compliance on e-banking transactions in banking institutions. The objectives were: to find out the extent to which customers comply to e-banking transactions, to establish how the introduction of the ATM affects customer compliance with e-banking transactions in Kyotera centenary bank, to find out how security concerns in use of e-banking facilities affect the level of customer compliance. To identify factors and barriers in using e-banking with regard to banks taking Centenary Bank Uganda as the case study. The study considered four theories in its literature review, that is; the theory of reasoned action, the theory of planned behaviour, the technology acceptance model and the queuing theory. All these theories were discussed in relation to the effect of customer compliance to e-banking transactions in banking institutions. The data were collected from the staff of centenary bank Kyotera branch, as well as her customers. The methods for data collection included primary and secondary techniques used in data interpretation and analysis and the results were presented in form of percentages. All in all the findings identified that centenary bank Kyotera branch has a functional e-banking facility that has integrated customer compliance issues in its service delivery. Services such as depositing and withdrawing money cannot only be done at counters but as well as through other e-banking facilities. The findings also revealed that clients of Centenary bank had enrolled for these facilities. However, a few had complied with their usage. The recommendations are that Centenary bank should carry out customer sensitisation for e-banking services and products. Key words: Customer, Compliance, E-banking, Banking
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    Mobile Banking and its Perceived Customer Satisfaction: A Case Study of Centenary Bank, Mbale Branch.
    (Uganda Martyrs University, 2011) Musisi, Diana, Namubiru
    MUSISI DIANA NAMUBIRU (2011-M104-40033) Mobile Banking and its Perceived Customer Satisfaction: A Case Study of Centenary Bank, Mbale Branch Centenary bank has made an effort to satisfy its customers by providing the best financial services which include mobile banking so as to retain customers and also increase its profits. Banks in Uganda provide mobile banking facilities to their customers and the mobile banking facilities offered by banks are based on different functions. The aim of this research was to examine the factors affecting the value held by Centenary bank customers towards the use of mobile banking services. The specific objectives were; to determine the relationship between mobile banking and customer satisfaction, to establish the level of customer satisfaction with mobile banking and to determine the level of funds transfer using mobile banking among customers so as to develop a marketing strategic plan based on perceived value from the customer's point of view. Based on the previous literature, a conceptual framework was developed to determine mobile banking and its perceived customer satisfaction in Centenary bank. The conceptual framework had three main parts featuring funds transfer, customer satisfaction (effectiveness and efficiency) and intervening variables such as network, internet services and mobile banking software. The study adopted both qualitative and quantitative approaches to ensure valid collection of data from 60 respondents who are active users of mobile banking service. These respondents were got using purposive and simple random sampling and structured questionnaires were administered to them as a method of data collection. The study presented and analysed data using the Statistical Package for the Social Sciences (SPSS), Pearson correlation and regression. The results show that 70% of the respondents were satisfied with Cente-mobile, 26.6% dissatisfied and 3.3% not sure and this was reflected by 81.7% of the respondents being regular users and only 18.3% not regular users. However, there were some challenges discovered about the service such as, poor network on weekends and utility bills being cleared after 24hours which is an inconvenience. Therefore, in conclusion, mobile banking services generally contribute to customer satisfaction and as long as excellent mobile banking services are provided, customer satisfaction would have been achieved. The researcher recommended that management of centenary bank should improve on the network especially on weekends so that customers are able to access the service at any day of the week; and also increase transaction limit amount so as to carter for customers who transact huge sums of money. Key words: Banking, Customer, Satisfaction
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    Risk Management and Risk Performance in the Banking Industry: A Case Study of Bank of Uganda, Kampala.
    (Uganda Martyrs University, 2011) Kakuhikire, Christopher
    KAKUHIKIRE CHRISTOPHER (2011-M102-20033) Risk Management and Risk Performance in the Banking Industry: A Case Study of Bank of Uganda, Kampala The purpose of this study was to examine the relationship between risk management and risk performance in the Banking Industry. The drive for the research arose from the fact that most organisations are allocating more resources to risk management which should ideally lead to high risk performance but more incidences continue to be reported. Risk management was conceptualised into risk organisation and governance, internal audit support and policy environment. Risk performance was conceptualised into asset protection, profitability, process quality, technology stability, client satisfaction, employee satisfaction, ethical quality, and litigation exposure. The objectives of the study were to establish the effect of risk organisation and governance on risk performance; to evaluate the effect of internal audit on risk performance; and to establish the effect of policy environment on risk performance. A structured questionnaire was designed on a five-point Likert scale and distributed to 285 respondents that were selected from a target population of 1,017 using stratified random sampling. Key informant interviews and document reviews were also conducted. Quantitative data were analysed by generating descriptive statistics and by running correlation and regression tests on the study variables using the Statistical Package for the Social Sciences (SPSS). The content analysis technique was used to analyse qualitative data. The research findings indicate that there is a significant positive relationship between risk management and risk performance. Overall, the independent variables (Risk Organisation and Governance, Internal audit Support and Policy Environment) account for 42.3% of the variations in the dependent variable (Risk Performance). The findings also indicate that risk organisation and governance is the strongest predictor of risk performance (55.2%), followed by internal audit support (23.1%). These variables influence risk performance positively. Policy environment influences risk performance negatively by 6.8%. The researcher recommends that organisations in general and Bank of Uganda in particular, should devise strategies of managing the policy environment to circumvent its adverse effects while strengthening risk governance and internal audit functions. Also, further research should be carried out to establish the factors which account for the 57.7% of the variations in the dependent variable that were not captured in the study. Key words: Management, Performance, Risk, Banking, Bank