Information Communication Technology and Performance of Commercial Banks in Uganda: A Case Study of Equity Bank In Kabale Municipality.
This study assessed the relationship between information communication technology and performance in commercial banks in Uganda a case study of Equity Bank Kabale branch. A cross-sectional study was used and a sample of 108 respondents was used for the study. The study results on ICT platforms used by Equity bank Kabale branch, responses were obtained from automated teller machine, Mobile banking and PC banking, the study went ahead to find the effect of ICT on performance of Equity bank Kabale branch, responses were obtained from information technology has helped in easing enquiry, saving time and improving service delivery, information and communication technology has provided self-service facilities, it helps customer to validate their account numbers and receive instruction on when and how to receive their cheque books, credit and debit cards, it offers retail banking services to customers at their offces/homes and saves customers time, and gives more convenience for higher productivity and the study results further on challenges facing ICT use by Equity bank Kabale branch, the responses were obtained from in adequate ICT infrastructure, technophobia among the ICT bank officials due to inadequate skills in information technology, the cost demands of ICT gadgets, lack of digital preservation knowledge and network problem. The study also recommended that the ICT infrastructure of the bank in the form of cables, switches, and routers should be improved to the desired standards to enable the clients to be provided with adequate and timely services, the bank officers especially the older employees should be trained on the use of technological gadgets to remove technological phobia among them to equip the entire bank staff with the required skills to to perform their duties effectively, the bank officers should be trained on the process of ensuring digital preservation to equip them with knowledge of digital preservation, there should be better vertical communication to enable the provision of effective feedback that leads to better organizations performance and there should be strong coordination across functions of the bank to achieve the desired and intended goals for success.
Information Communication Technology, Performance, Commercial Banks, Uganda, Equity Bank, Kabale Municipality
Sabiiti, Ignatius (2021). Information Communication Technology and Performance of Commercial Banks in Uganda: A Case Study of Equity Bank In Kabale Municipality. Kabale: Kabale University.