Perspective on bank-client cooperation: A survey of selected commercial banks in Uganda
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Date
2012
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
African Journal of Business Management
Abstract
The ineffective communication channels, mistrust and uncommitted tendencies between banks and its
clients continue to exist as evidenced by the continuous increase in the number of dormant account
holders. Customers’ switch from one bank to another and decline in customers’ profile has persisted
thereby affecting Bank-client cooperation. The purpose of the paper is to examine the relationship
between communication, trust, relationship commitment and Bank-Client cooperation among selected
commercial banks in Uganda. To achieve this objective, data were collected through a survey using a
structured questionnaire administered to the accounts relationship managers and their clients. A total
of 170 usable responses were collected. Reliability and validity of the measurement model was
conducted and correlation tests were carried out to examine the relationship between study variables.
Empirical findings suggest that communication, relationship commitment and trust have significant
positive effects on Bank-client cooperation. In other words, efforts to these constructs can result into
improved Bank-client cooperation. Findings of this paper are expected to benefit commercial banks in
designing a structural operating framework for effective communication, relationship commitment and
trust in the banking industry.
Description
Keywords
Communication, trust, relationship commitment, bank-client cooperation, commercial banks
Citation
Nkuutu, G., & Ntayi, J. (2012). Perspective on bank-client cooperation: A survey of selected commercial banks in Uganda. African Journal of Business Management, 6(45), 11350-11357.DOI: 10.5897/AJBM12.1168