An analysis on the impact of paperless banking on customer Satisfaction (A case of FBC Bank)

Author

Madondo Grace

Title

An analysis on the impact of paperless banking on customer Satisfaction (A case of FBC Bank)

Abstract

The study aims to evaluate impact of paperless banking on customer satisfaction for the purpose of assuring better services delivery from the FBC bank. The study sought to address below mentioned objectives, to evaluate the impact of using paperless banking on FBC bank customers, to identify the factors that are affecting the level of adoption of paperless banking by FBC bank clients, also to find out the extend of customer satisfaction amongst the customers of FBC bank find regarding paperless banking. The case study approach was used. A population and sample size of 115 respondents was used in the study . The findings showed that FBC bank has adopted to the modern way of doing banking transactions and it has realized that the use of paperless banking benefits both the customers and also the bank in a number of ways. The conclusion of the study was that FBC bank is affected by technological innovation and some of its customers are not fully aware of the services and products that are offered via electronic banking. The study recommended that modern technology and awareness campaigns be done so that customer will be aware and will fully utilize of the facility so that they will fully utilize the facility.

Date

2022

Publisher

BUSE

Keywords

Satisfaction

Banking

Impact

Supervisor

N/A