Electronic Banking was introduced in commercial banks in Uganda as early as 1997, however, adoption by customers is only at 39%. Despite the recent studies that have been carried out on electronic banking and customer satisfaction, few studies have been conducted to ascertain the relationship between electronic banking and customer satisfaction in commercial banks with regard to satisfaction of customers with ATM, Online banking and mobile banking.

The study used both correlational and cross sectional survey designs, and targeted a population of 95 employees and customers from which a sample of 83 respondents was randomly selected (staff (n=24), customers (n=59). Structured self-administered questionnaires were used, and 10 in-depth key informant interviews.

Results on all three aspects revealed associative positive significant relationships: automated teller machines and customer satisfaction (r=0.737***; p=0.000; Adjusted R-square= 0.538); online banking and customer satisfaction (r=0.933***; p=0.000; Adjusted R-square=0.869); mobile banking and customer satisfaction (r=0.931***; p=0.000; Adjusted R-square=0.865). Qualitative results revealed that there is a problem with the network of automated teller machine which sometimes go off, long lines on the automated machines and Ebill payment systems are available at all times when needed. Automated teller machines, online banking and mobile banking significantly affect customer satisfaction in commercial banks.

In conclusion, banks need to ensure that all internal controls are implemented, and servicing ATMs for the customers to access their funds as at when they need them. Effective communication to the customers in case of any upgrades of the system should be made so that customers who are using online banking are aware of any inconvenience caused and training and marketing of E-banking products.