Technological Innovations in Bank of Africa (Uganda):
TECHNOLOGICAL INNOVATIONS IN BANK OF AFRICA (UGANDA):
AN EVALUATION OF CUSTOMERS’ PERCEPTION
Musa Moya
Senior Lecturer/ Head of Department Business Computing musamoya@yahoo.com Makerere University Business School
Rehema Nanvuma rehmashan@yahoo.com Buganda Land Board
Akodo Robinah arobinah@yahoo.com Makerere University Business School
Abstract
This study sets out to ascertain customers’ perception on the effect of IT innovations or electronic delivery channels in Bank of Africa (U) Ltd. The study specifically, examined the extent of bank’s innovativeness in information technology in B.O.A; the level of service delivery in B.O.A in relation to IT innovations and the employees’ perception of the effects of IT innovations on service delivery in B.O.A
A descriptive cross sectional survey was used. In the study, quantitative techniques were employed in the data collection process, analysis, presentation and discussion of findings. The data used in this study was primary, collected from the IT employees and customers in selected branches of B.O.A using self-administered structured questionnaires and oral interviews. The results of the study generally indicate that, technological innovation or electronic delivery channels have contributed positively to the provision of banking services in Bank of Africa particularly ATMs and internet banking. Therefore, for banks to remain competitive there is considerable need to be innovative by adopting and diffusing various IT innovations. The study recommends increased investment in IT innovations in Bank of Africa and other banks in Uganda in order to be competitive.
Keywords: IT, Innovations, Service delivery
Introduction The integration of world economies has opened an array of business opportunities as well as challenges for firms. Increased standardization activity reflects, among other factors, demand by consumers for safer and higher quality products, technological innovations, the
AN EVALUATION OF CUSTOMERS’ PERCEPTION
Musa Moya
Senior Lecturer/ Head of Department Business Computing musamoya@yahoo.com Makerere University Business School
Rehema Nanvuma rehmashan@yahoo.com Buganda Land Board
Akodo Robinah arobinah@yahoo.com Makerere University Business School
Abstract
This study sets out to ascertain customers’ perception on the effect of IT innovations or electronic delivery channels in Bank of Africa (U) Ltd. The study specifically, examined the extent of bank’s innovativeness in information technology in B.O.A; the level of service delivery in B.O.A in relation to IT innovations and the employees’ perception of the effects of IT innovations on service delivery in B.O.A
A descriptive cross sectional survey was used. In the study, quantitative techniques were employed in the data collection process, analysis, presentation and discussion of findings. The data used in this study was primary, collected from the IT employees and customers in selected branches of B.O.A using self-administered structured questionnaires and oral interviews. The results of the study generally indicate that, technological innovation or electronic delivery channels have contributed positively to the provision of banking services in Bank of Africa particularly ATMs and internet banking. Therefore, for banks to remain competitive there is considerable need to be innovative by adopting and diffusing various IT innovations. The study recommends increased investment in IT innovations in Bank of Africa and other banks in Uganda in order to be competitive.
Keywords: IT, Innovations, Service delivery
Introduction The integration of world economies has opened an array of business opportunities as well as challenges for firms. Increased standardization activity reflects, among other factors, demand by consumers for safer and higher quality products, technological innovations, the