Moya, Uganda

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TECHNOLOGICAL INNOVATIONS IN BANK OF AFRICA (UGANDA):

AN EVALUATION OF CUSTOMERS PERCEPTION

Musa MoyaSenior Lecturer/ Head of Department Business Computing

[email protected] University Business School

Rehema Nanvuma

[email protected] Land Board

Akodo [email protected]

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 banks innovativeness in information technology in B.O.A; the level of service deliveryin 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 wereemployed 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 selectedbranches 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 expansion of

global commerce and the increased concern by many governments to societal and welfare issues.Firms in service sectors such as banking are under constant pressure to perform better, cheaper

and faster. The developments in information and communication technology (ICT) are radically

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changing the way business is done. Electronic commerce is now thought to hold the promise of a

new commercial revolution by offering an inexpensive and direct way to exchange information

and to sell or buy products and services. This revolution in the market place has set in motion arevolution in the banking sector for the provision of a payment system that is compatible with the

demands of the electronic marketplace (Abor, 2005).

To fully satisfy the diversifying requirements of customers, many banks in Uganda havecontinuously adopted information or automation technologies. Many studies have found that

innovation is the most important tool for enterprises to keep their competitive advantage

(Damanpour and Evan, 1984; Kimberly and Evanisko, 1981). Indeed, many banks like Bank ofAfrica are making what seem like huge investments in technology to maintain and upgrade their

infrastructure, in order not only to provide new electronic information-based services, but also to

manage their risk positions and pricing. At the same time, new off-the-shelf electronic services

such as online retail banking are making it possible for very small institutions to take advantageof new technologies at quite reasonable costs. These developments may ultimately change the

competitive landscape in the financial services (Abor, 2005).

While a number of studies have concluded that IT has appreciable positive effects on

bank productivity, cashiers work, banking transaction, bank patronage, bank services delivery,customers services and bank services (Abor, 2005; Yasuharu, 2003). Few studies have

examined their effects by analyzing the perceptions of the bank employees. This study evaluatesthe perceptions of banking employees regarding the effect of technological innovations on

banking services in Uganda.

Information technology and IT innovations in banking sector

Information Technology (IT) is the automation of processes, controls, and informationproduction using computers, telecommunications, software and ancillary equipment such as

automated teller machine and debit cards (Khalifa 2000, Agboola, 2004). It is a term that

generally covers the harnessing of electronic technology for the information needs of a business

at all levels. Innovations in information processing, telecommunications, and relatedtechnologies known collectively as information technology (IT) are often credited with

helping fuel strong growth in the many economies (Coombs et al, 1987). IT is defined as the

modern handling of information by electronic means, which involves its access, storage,processing, transportation or transfer and delivery (Ige, 1995). According to Alu (2002), IT

affects financial institutions by easing enquiry, saving time, and improving service delivery. In

recent decades, investment in IT by commercial banks has served to streamline operations,improve competitiveness, and increase the variety and quality of services provided.

According to Yasuharu (2003), implementation of information technology and

communication networking has brought revolution in the functioning of the banks and the

financial institutions. It is argued that dramatic structural changes are in store for financialservices industry as a result of the Internet revolution; others see a continuation of trends already

under way.

In a study conducted by Irechukwu (2000) in Nigeria, he lists some banking services thathave been revolutionized through the use of ICT as including account opening, customer account

mandate, and transaction processing and recording. Information and Communication Technology

has provided self-service facilities (automated customer service machines) from whereprospective customers can complete their account opening documents direct online. It assists

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customers to validate their account numbers and receive instruction on when and how to receive

their chequebooks, credit and debit cards (Agboola, 2004). The ICT products in use in the

banking industry in many developing and developed include Automated Teller Machine, SmartCards, Telephone Banking, MICR, Electronic Funds Transfer, Electronic Data Interchange,

Electronic Home and Office Banking (Agboola, 2002).

Why doesnt everybody innovate is a common question in business literature? It iswidely recognized that innovation is key to the economic performance of firms. Innovative firms

grow faster in terms of employment and profitability. An innovation is an idea, practice, or

object that is perceived to be new by a person or adopting entity. The innovation is not seen assomething periodical that happened by accident nor something that results from the action of an

individual agent. Innovation is seen as the result of an interactive and non linear process between

the firm and the environment. When an innovation emerges, diffusion unfolds which entails

communicating or spreading of the news of the innovation to the group for which it is intended(Okunoye et al, 2007). Adoption however is the commitment to and continued use of the

innovation. The diffusion of innovations theory provide explanations for when and how a new

idea, practice or newly introduced information and communication medium is adopted or

rejected over time in a given society (Okunoye et al, 2007).Innovation is the generation, acceptance and implementation of new ideas, processes,

products or services. This study is concerned with product innovation, i.e., new products and theorganizational processes that precede their launch. What is then to be considered new? When is

it new enough to be considered an innovation? The literature provides several frameworks to

classify product newness, e.g., from incremental to radical innovations. This study, however, isconcerned with product innovation as a phenomenon, rather than with product innovations with a

certain degree of newness. This includes significant improvements in technical specifications,

components, and materials, incorporated software, user friendliness, or other functional

characteristics. Product development is used as a term for the span of innovation activitiesleading to, or that are intended to lead to, product innovation.

According to Agboola (2004), the application of information and communicationtechnology concepts, techniques, policies and implementation strategies to banking services has

become a subject of fundamental importance and concerns to all banks and indeed a prerequisite

for local and global competitiveness. ICT directly affects how managers decide, how they planand what products and services are offered in the banking industry. It has continued to change

the way banks and their corporate relationships are organized worldwide and the variety of

innovative devices available to enhance the speed and quality of service delivery (Agboola,

2004, 2001).However, most research about innovation focused on manufacturing industries though

increasing attention has been paid to innovation in service industries recently (Gallouj, 2002;

Howells and Tether, 2004; Miles, 2004). The survival of an enterprise in the age of knowledge-based economy depends on how to improve their organizational innovation capability.

Technological innovation is the key variable and means of differentiation between logistics

service providers. Commercial banks can increase their performance by employing newtechnologies. They should employ new information technologies to raise their service capability

in the e-commerce age (Agboola, 2001).

IT innovations in Uganda banking sector

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In the Ugandans banking industry due to competition, IT investments and adoption has

become a very important component in achieving organizational. In recent past therefore,

electronic and communications technologies have been used extensively in banking for manyyears to advance agenda of banks. The earliest forms of electronic and communications

technologies used by the banks were mainly office automation devices. Telephones, telex and

facsimile were employed to speed up and make more efficient, the process of servicing clients.However, with coming of new partners in banking industry, competition intensified and

the personal computer (PC) got proletarian, Uganda banks begun to use them in back-office

operations and later tellers used them to service clients. The advancements in computertechnology have led to application and adoption new IT investments that have changed the

banking landscape in the country.

Arguably, the most revolutionary electronic innovation in this country has been the ATM.

In Uganda, banks with ATM offerings have them networked and this has increased their utility tocustomers. The ATM has been the most successful delivery medium for consumer banking in

this county. Others technological innovations in banking sector include internet banking,

telephone banking, Electronic funds transfer, among others.

Forms of IT innovations and their effects on service delivery

The following are the different forms of IT in banking sector.

Automated Teller Machines (ATMs)

Rose (1999) cited by Abor, describes ATMs as follows: an ATM combines a computer

terminal, record-keeping system and cash vault in one unit, permitting customers to enter thebanks book keeping system with a plastic card containing a Personal Identification Number

(PIN) or by punching a special code number into the computer terminal linked to the banks

computerized records 24 hours a day. Once access is gained, it offers several retail banking

services to customers. They are mostly located outside of banks, and are also found at airports,malls, and places far away from the home bank of customers. They were introduced first to

function as cash dispensing machines. However, due to advancements in technology, ATMs are

able to provide a wide range of services, such as making deposits, funds transfer between two oraccounts and bill payments. Banks tend to utilize this electronic banking device, as all others for

competitive advantage.

The combined services of both the Automated and human tellers imply more productivityfor the bank during banking hours. Also, as it saves customers time in service delivery as

alternative to queuing in bank halls, customers can invest such time saved into other productive

activities. ATMs are a cost-efficient way of yielding higher productivity as they achieve higher

productivity per period of time than human tellers (an average of about 6,400 transactions permonth for ATMs compared to 4,300 for human tellers (Rose, 1999). Furthermore, as the ATMs

continue when human tellers stop, there is continual productivity for the banks even after

banking hours.

Telephone Banking

Telebanking (telephone banking) can be considered as a form of remote or virtual

banking, which is essentially the delivery of branch financial services via telecommunicationdevices where the bank customers can perform retail banking transactions by dialing a touch-

tone telephone or mobile communication unit, which is connected to an automated system of the

bank by utilizing Automated Voice Response (AVR) technology (Balachandheret al, 2001).

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An Electronic Funds Transfer at the Point of Sale is an on-line system that allows

customers to transfer funds instantaneously from their bank accounts to merchant accounts when

making purchases (at purchase points). A POS uses a debit card to activate an Electronic FundTransfer Process (Chorafas, 1988).

Increased banking productivity results from the use of EFTPoS to service customers

shopping payment requirements instead of clerical duties in handling cheques and cashwithdrawals for shopping. Furthermore, the system continues after banking hours, hence

continual productivity for the bank even after banking hours. It also saves customers time and

energy in getting to bank branches or ATMs for cash withdrawals which can be harnessed intoother productive activities.

As the importance of innovation in developing countries increases, so does the needfor

research on the subject. Evidence from the literature reviewed above shows that existing

discourse on diffusion of IT innovation in banking sector has failed to focus much attention onrapid changes in IT development and its corresponding effect on service provision in developing

countries like Uganda. The available evidence from African countries has been in Nigeria. This

study therefore closes this gap by presenting the effects of It innovations on service delivery

drawing from a least developing country, Uganda.

Statement of the problem

The information and communication technologies are revolutionizing the banking sector over the

years. The rapid development and commercialization of Information and Communication

Technologies (ICTs) banking industry has prompted banks to increasingly adopt thesetechnologies. This is based on the expectation that the new ICT based technologies and processes

would lead to an improvement in their operating efficiencies and customer service levels. Bank

of Africa since its merger in October 2006, a number of investments have been instituted and

implemented to improve serve delivery. That is to say, the banks asset footing increased by 21%to Shs 102 billion (BOA Annual report, 2007). Despite these investments, there are no research

studies investigating the impact of these developments particularly IT investments on service

delivery.

Purpose of study

The main objective of this study was to ascertain the IT innovations BOA has implemented since

it merged with Bank of Africa group and how these has impacted service delivery.

Objectives of the study

(i) To examine the extent of banks innovativeness in information technology in B.O.A

(ii) To examine the level of service delivery in B.O.A in relation to IT innovations

(iii) To examine the employees perception of the effects of IT innovations on servicedelivery in B.O.A

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METHODOLOGY

Scope of the study

The study was carried out in Bank of Africa in Kampala city. The bank joined the Bank

of Africa group in October 2006 with the acquisition of the 77.8% Banque Belgolaise sharing

holding by BANK OF AFRICA, Aureos East Africa Fund LLC and Central Holdings Ltd. Thestudy chose this bank because since acquisition, total assets have grown by 20% and has

streamlined a number of strategies to improve its the services. Thus it is good case to see

whether these changes have brought significant improvement on service delivery. The studycovered Jinja Road branch, Equatorial branch, Ndeeba branch and Park branch.

Research design

A descriptive cross sectional survey was used. According to Amin (2005) this is one of

the most commonly used research method in social sciences and is used to gather data from a

sample of a population at a particular time. In the study, both quantitative and qualitative

techniques were employed in the data collection process, analysis, presentation and discussion offindings.

Study Population and Area

The study was limited to Kampala city and covered four Bank of Africa branches. The

study population was customers and IT employees of selected Bank of Africa branches.

Sample Size determination

Selecting an appropriate sample size is a critical aspect in research with particular

reference to this study. Since the banking customers are so many, a sample of 130 is convincing

enough as a true representative and this was considered for the purpose of this study. Sample

size of 130 is in conformity with Bailey (1994) indicates that sample size of 100 is sufficient andRoscoes (1975) rule of thumb, sample size between 30 and 500 being sufficient.

Sample procedure and Sampling techniques

The sample of Information technology employees and banking customers were selectedusing purposive and grab sampling/convenience sampling techniques respectively. Information

technology employees in selected brabhes were purposely selected and purposive sampling is

chosen because it can be very useful for situations where you need to reach a targeted samplequickly and where sampling for proportionality is not the primary concern. The grab sampling

technique is to take a relatively small sample over a very short period of time.

Sources of data

The data used in this study was primary, collected from the IT employees and customersin selected branches of B.O.A using self-administered structured questionnaires and oral

interviews.

Data collection method

A survey research method of data collection adopted in this were questionnaires and

interview guide. The questionnaire was selected to collect data for the research because it

ensured quantifiable responses for the same items from all respondents. Furthermore, it savedboth time and cost to distribute and analyze. Interviews were arranged for bank managers and IT

executives to provide a deeper understanding of the issues being investigated, and to complement

and provide deeper insights into the findings of the quantitative analysis.

The research instruments

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The questionnaires were designed to ascertain customers perceptions on the effect of IT

innovations or electronic delivery channels on the banking services in Uganda. The responses

were measured with a five-point Likert-type rating scale, where strongly Agree (SA) = 5; Agree(A) = 4; Neutral (N)=3; Disagree (SD) = 2; Strongly Disagree (D) = 1.

An interview guide was designed for IT employees. The researcher interviewed IT employees to

ascertain the form of IT innovation introduced by their respective banks.Validity and reliability of the instruments.Validity being the appropriateness, meaningfulness and usefulness of specific inference

made from test scores, instrument validity was ascertained in a number of ways which included,discussing the questionnaire with the colleagues in the department, there after adjustments were

done before submission to the supervisor who assessed the face validity. The instruments were

then pre-tested after which the content validity was measured (James Key, 1997). This helped to

assess the appropriateness of sentence construction, comprehensiveness of instruments andlanguage clarity. Comments were received on the acceptability of the instrument vis--vis, length

and the privacy of respondents. These comments were helpful in designing the final instrument

that will be used to generate data. To measure the validity of variables, content validity index

was calculated. CVI for expert 1 was 0.7832 and for expert 2 was 0.7649 implying that thequestions were valid for the study variables.

Reliability of an instrument being the consistency of an instrument in measuring what itis intended to measure, it was established by first using internal consistency approach followed

by carrying out pilot study. The pilot study was conducted among 20 respondents purposively

chosen and reliability was tested using a Cronbachs alpha.

Table 3.1: Reliability test

Variables Cronbach alpha coefficient

IT Innovations 0.6928

Service delivery 0.7192

Source: Primary data

All Cronbach alpha coefficients were above 0.60 indicating that the scales used tomeasure study variables were consistent and therefore reliable.

Ethical consideration

To be ethical is to conform to accepted professional practices (Websters Dictionary,1968). Before interviews the researcher fully explained the objectives of the study to all the

respondents. In addition, their consent was sought and their right to confidentiality assured

before interviewing them. Furthermore, the researcher fully observed their right to privacy and

anonymity.

Data collection procedure

The research was conducted using the following procedure:

The researcher obtained an introductory letter from the Makerere University Business School

that helped to conduct the study. Using the letter, permission was sought from the eachrespective branch manager to conduct the study. The researcher then circulated the questionnaire

and data collection which lasted for three weeks.

Data management and analysis

After data collection, data was edited and entered using a Statistical Package for Social

Sciences (SPSS version 17). Data analysis was quantitative. Quantitative data was analyzed

using percentages and frequencies. Descriptive statistics were employed in the presentation andanalysis of results. Factor analysis was used to examine the IT Innovations and extent of service

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delivery. Spearman correlation and regression analysis were used to determine the degree of

relationship between IT Innovations and service delivery.

Findings

Sample characteristicsTable 4.1: Background information of respondents

Attributes Respondents Percentage

Education Level of the respondent

Secondary 43 36

University 77 64

Total 120 100.00

Sex of respondent

Female 51 43

Male 69 57

Total 120 100.00

Age of respondents

18-25 12 10

26-32 40 33.3

33-39 30 25

40-46 37 30.8

Above 46 1 0.8Total 120 100.00


The important trends from table 4.1 are summarized as follows. The respondents were

predominantly male with the majority being graduates. The majority of respondents are 26 yearsand above.

Survey Results

IT Innovativeness

Table 4.2: Type of IT Innovations Used by Customers in BOA

Electronic Delivery Channel Frequency Percentage

ATMS 100 83.3

Telephone Banking - -

Electronic banking 20 16.7

Electronic Funds transfer - -

Total 120 100.00

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With respect to the type of IT innovations used by customers, ATMs appear to be the

most widely accepted and highly used electronic delivery tool in Bank of Africa indicating83.3% of the total respondents. This is followed by Internet banking representing 16.7%.

Telephone banking and Electronic Funds Transfer were not indicated as IT innovations

used in B.O.A. This may be because these innovations have been recently introduced in bankingindustry in Uganda than the other IT innovations. Interviews with IT Employees reveal that the

bank has three electronic banking products: BOA On Line, B-Web and SESAME ATM Card.

They further revealed that while Bank is aware of other IT innovations available such as PCbanking technology, the bank as not fully acquired these technologies mainly because they are in

the process re-integration since joining the BANK OF AFRICA group in 2006. However, they

noted that the bank is committed to elevate the bank to the next level in terms of quality of

service, and innovative products which will ultimately require IT innovations. It was alsorevealed of IT employees that ATMS are spread in BOA branches.

ATMs are the widely accepted and highly utilized delivery channel from the results

above, it is important at this point to ascertain the frequency of it usage among bank customers,

the results are summarized in table 4.3 below.Table 4.3: Frequency of ATM Usage

Number of Usage per

Month

Frequency Percentage

Once 12 12

Twice 21 21

Thrice 11 11

Four or more 46 46

Total 100 100


Table 4.3 shows results on the frequency of ATM usage among bank customers. Theresults show that customers frequently used the ATMs for bank transactions such as cashtransfers, depositing money, checking account balance and printing mini statements. 46,

representing 46% of respondents who use ATMs indicated that, they visit ATM points about four

or more times in a month. However, 12%, 21% and 11% of respondents pointed out that, theyvisit ATM points once, twice and thrice respectively every month.

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Table 4.4: Frequency of Bank Visits

Number of Visits per Month Frequency Percentage

Never 10 8.3

Once 26 21.7

Twice 33 27.5Thrice or more 51 42.5

Total 120 100


The frequency of customers bank visits is shown in table 4.4. Out of the total of 120

respondents, 51 representing 42.5% mentioned that, they visit their banks three or more time

every month. The results indicate that customers of Bank Of Africa in Uganda still find it usefulto visit their bank branches regularly every month to transact some banking business such as

detailed bank statement requests, loan application, foreign funds transfer etc. for which the

ATMs can not be used.

Table 4.5: Gender and IT Innovations

IT Innovations

TotalYes No

Gender Male Count 51 0 51

% within Gender 100.0% .0% 100.0%

% of Total 42.5% .0% 42.5%

Female Count 49 20 69

% within Gender 71.0% 29.0% 100.0%

% of Total 40.8% 16.7% 57.5%

Total Count 100 20 120

% within Gender 83.3% 16.7% 100.0%

% of Total 83.3% 16.7% 100.0%


There were significant differences on IT innovations as indicated by 83% of the respondents42% males and 41% females ( Chi-Square=17.739, df=1, sig=0.000). There is great IT

innovativeness in terms of ATM, telephone banking, internet banking and electronic funds

transfer at Bank of Africa as indicated by 83% of the respondents.

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Table 4.6: Gender and ATM Usage

ATM Usage

TotalOnce Twice Thrice Four and more

Gender Male Count 11 21 11 8 51

% within Gender 21.6% 41.2% 21.6% 15.7% 100.0%

% of Total 10.9% 20.8% 10.9% 7.9% 50.5%

Female Count 1 0 11 38 50

% within Gender 2.0% .0% 22.0% 76.0% 100.0%

% of Total 1.0% .0% 10.9% 37.6% 49.5%

Total Count 12 21 22 46 101

% within Gender 11.9% 20.8% 21.8% 45.5% 100.0%

% of Total 11.9% 20.8% 21.8% 45.5% 100.0%


There was a significant usage of ATM by 67% of the respondents indicated using ATMmore than twice in a month. (Chi-square=48.893, df=3, sig=0.000).

Results are in line withIrechukwu (2000) in Nigeria, he lists some banking services thathave been revolutionized through the use of ICT as including account opening, customer account

mandate, and transaction processing and recording. Information and Communication Technology

has provided self-service facilities (automated customer service machines) from whereprospective customers can complete their account opening documents direct online. It assists

customers to validate their account numbers and receive instruction on when and how to receive

their chequebooks, credit and debit cards (Agboola, 2004). The ICT products in use in thebanking industry in many developing and developed include Automated Teller Machine, SmartCards, Telephone Banking, MICR, Electronic Funds Transfer, Electronic Data Interchange,

Electronic Home and Office Banking (Agboola, 2002).

Level of service delivery

Table 4.7: Descriptive statistics for service delivery

N Mean Std. Deviation

Human Teller importance 120 3.78 1.306

Time 120 4.01 1.267

Efficient 120 3.78 1.210

Increased charges 120 3.52 1.263Faster services 120 3.45 1.407

Interrelationships 120 2.77 1.358

Communication 120 3.52 1.443

Convenient 120 3.47 1.372

Speed 120 3.66 1.300

Average 3.55

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The service delivery at Bank of Africa was above average 3.55 (approximately 4, scale ofAgree) in terms of human teller importance, time of delivery, efficiency, speed, faster services

and communication. However there were increased charges and low interrelationships.

Table 4.8: Factor Analysis of service delivery items

Service delivery

Convenient .986

Faster services .984

Communication .983

Increased charges .977

Speed .972

Human Teller importance .972

Time .941

Efficient .933

Interrelationship .921

Eigen value 8.354

% of variance 92.83


Results above indicate 93% service delivery at Bank of Africa in terms of priority as

Convenient, Faster services, Communication, Increased charges, Speed, Human , Tellerimportance, Time, Efficient, Interrelationship.

Effect of IT innovations on service delivery

Table 4.9: Correlation matrix for IT innovations and service delivery

IT Innovations Service delivery

Spearman's rho IT Innovations CorrelationCoefficient

1.000

Sig. (2-tailed) .

N 120

Service delivery Correlation

Coefficient

.526** 1.000

Sig. (2-tailed) .000 .

N 120 120

**. Correlation is significant at the 0.01 level (2-tailed).


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There was a significant positive effect of IT Innovations on service delivery (r=0.526, p-

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found that most Bank of Africa customers still visit their bank branches regularly and find

interaction with human tellers very important. The results of the study generally indicate that,

these new delivery channels have contributed positively to the provision of banking services andon service delivery in general.

Recommendations

Given the increasing competition in the retail banking industry and rapid technologicalevolution, the question of whether banks should innovate is no longer necessary given the

benefits innovations. This study has demonstrated that there is positive impact of IT innovation

service delivery. Therefore, for banks to remain competitive there is considerable need to beinnovative by adopting and diffusing various IT innovations. For example, elsewhere, banks

through the collaboration of hardware, software, telecommunications and other companies, have

introduced new ways for consumers to access their account balances, transfer funds, pay bills,

and buy goods and services without using cash, mailing a check, or leaving home. These includethe Proprietary Bank Dial-up Services - A home banking service, in combination with a PC and

modem, lets the bank become an electronic gateway to customers accounts enabling them to

transfer funds or pay bills directly to creditors accounts; Off-the-Shelf Home Finance Software -

This category is an essential player in cementing relationships between current customersand helping banks gain new customers; Online Services-based- This category allows banks to

setup up retail branches on subscriber-based online services (e.g., Prodigy, CompuServe, andAmerica Online) and World Wide Web-based- This category allows banks to bypass subscriber-

based online services and reach the customers browser directly through the World Wide Web.

The fact that this PC banking technologies are not Bank of Africa and other commercial banks inUganda, this study recommends increased investment in IT innovations.

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