Browsing by Author "Nakato, Mary Catherine"

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    Digital transformation and banks’ customer relationship at Stanbic bank, Kyambogo university branch, Uganda
    (Kyambogo University(Unpublished work), 2025-11) Nakato, Mary Catherine
    This study examined the effect of digital transformation on customer relationship at Stanbic Bank Kyambogo University Branch in Uganda. Specifically, the study was guided by three objectives which included to assess the effect of internet banking on banks’ customer relationship, to examine the effect of agency banking on banks’ customer relationship and to examine the effect of mobile banking on banks’ customer relationship. The study used cross sectional survey considering both quantitative and qualitative approach. The study targeted 387 participants but 302 managed to respond back registering 79.1%. Data was collected using closed-ended questionnaire and interview guide. The findings revealed that internet banking positively affected the bank-customer relationship (B= .131, p < 0.05). Then, agency banking positively affected the bank-customer relationship (B = .339, p < 0.05) and mobile banking was found to positively affect the bank-customer relationship (B = .625, p < 0.05). The results also showed that the constructs of digital transformation (internet banking, agency banking, mobile banking) and demographic factors combined explained 49.4% of the variance in the bank’s customer relationship. The study concluded that mobile banking was the most significant predictor bank’s customer relationship. The study recommended that banks should urgently enhance their internet banking address critical reliability issues, like minimizing errors and enabling transactions. Banks should expand their scope of online services by integrating features that allow customers submit loan requests and facilitate real-time loan assessments and approvals. Furthermore, banks need to urgently enhance digital communication and service channels to address several critical issues identified.