Examining the Influence of E-Banking Security on Customer Satisfaction in Uganda - A Case of Ugandan Commercial Banks

E-banking has continuously brought changes on our daily lives by enabling provision of fully automated banking services that do not require visiting a bank’s premise. Customers do not have to queue for banking services but can do this at their own preferred time and place. The study aims at examining the effect of e-banking security on customer satisfaction in Uganda. To study the relationship between e-banking security and customer satisfaction, four security dimensions namely confidentiality, integrity, availability and authenticity are established based on literature review. The study uses a cross sectional survey methodology to gather data from 280 respondents. Results of correlation and regression analysis demonstrate that security has a positive relationship with customer satisfaction and therefore e-banking security has a big impact on predicting customer satisfaction. Various recommendations are put across on how retail banks can improve the security of their customer’s data hence satisfying them through the use of e-banking channels.