ETHICAL STANDARDS AND FINANCIAL PERFORMANCE OF BANKING INSTITUTIONS. A CASE STUDY OF CENTENARY BANK MUKONO BRANCH. BY LUKOWE KELUDIA 1163-05014-07715 A RESEARCH REPORT SUBMITTED TO THE COLLEGE OF ECONOMICS AND MANAGEMENT IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF A BACHELOR’S DEGREE IN BUSINESS ADMINISTRATION OF KAMPALA INTERNATIONAL UNIVERSITY AUGUST, 2019 DECLARATION I, Lukowe Keludia do hereby declare that this work is original and has never been submitted to any other institution for a ward of any Degree or Diploma. Where the work of others has been used, reference has been made there of. ~Ib kC~I SIGNED: ~ DATE:..’ ~ ~-~‘S LUKOWE KELUDIA 1163-05014-07715 APPROVAL This report titled “Ethical standards and financial performance of banking institutions. A case study of centenary bank Mukono branch.” has been submitted by Lukowe Keludia for examination with my approval as the University Supervisor, and it’s now ready for presentation. SIGNED~ DATE: .. .~~ DR. MABONGA ERIC (SUPERVISOR) DEDICKflON I dedicate this piece of work to my parents Mr. Waniala Peter and Mrs. Nyakecho Manjeri sister Naluwenda Mifly sisters and brothers who have fought their deliberations to have comage and fortitude and kept struggling inspite of odds in seeing my dreams ofeducation fblly realized. it’ ACKNOWLEDGEMENT First and foremost, I pass a word of thanks to the Heavenly Lord for being there for me always in my academic career for this success I count on today. I extend a vote of thanks to a number of people who unreservedly, contributed towards the accomplishment of this research work. 1 also would like to acknowledge the assistance and role played by the following personalities to the successful completion of this study. I cannot say exactly how grateful I am to my supervisor, Dr. Mabonga Eric. His guidance in this study was beyond measure. Thank you also for providing me with professional advice, encouragement and your time that has spurred me to success. In the same way, I would like to thank the management and staff of centenary bank Mukono branch and the proprietors of the selected businesses for the time they gave me most especially in evenings after the long day’s work, They honestly filled the questionnaires, surely, without their input; this study would not have come to fruition. I cannot forget the efforts of the staff of Kampala International University (KIU) especially the lecturers at College of Economics and Management and Department of Accounting and Finance for their input and effort that made me acquire the invaluable knowledge. Your contribution can never be quantified but will always be reminiscent whenever I look through this book. Lastly, I thank my parents for sacrificing the little they had, in thick and thin and invested in my education. This sacrifice that you made failed in other peoples’ homes. Thank you for looking after me and enabling me to acquire a lifelong investment. iv LIST OF TABLES Table 1. 3.1 showing sample size 20 Table 2: 4.1 Response rate 27 Table 3: 4.2: Gender of respondents 27 Table 4: 4.3: Respondents by Age 28 Table 5: 4.4: Showing highest level of education attained 29 Table 6: 4.5 Marital status of the respondents 30 Table 7:4.6 shows the relationship between respect and financial performance of centenary bank Mukono branch 3 1 Table 8: 4.7 showing the relationship between integrity on financial performance 33 Table 9:4.8 indicates how to examine relationship between customer focus and financial performance 36 Table 10: 4.9 showing the financial performance of centenary bank, Mukono district 38 Table 11: 4.10 Model summary 40 Table 12: 4.11 ANQVA 41 Table 13: 4.12 Coefficients 41 V LIST OF ACRONYMS ATMs. Automated Teller Machines CVI Content Validity Index test DV Dependent Variables ICT Information Communication Technology TV Independent Variables TV Intervening Variables KIU Kampala International University ROA Return On Asset SPSS Statistical Package for Social Sciences vi TABLE OF CONTENTS DECLARATION APPROVAL DEDICATION ACKNOWLEDGEMENT iv LIST OF TABLES LIST OF ACRONYMS vi TABLE OF CONTENTS vii ABSTRACT xi ChAPTER ONE 1 INTRODUCTION 1 1 .0 Introduction 1 1.1 Background of the study 1 1. 1 .1 Historical background Perspective 1 1. 1 .2 Theoretical perspective 6 1.1.3 Conceptual perspective 6 1.1.4 Contextual perspective 7 1.2 Statement of the Problem 8 1 .3 Purpose of the study 8 1 .4 Specific objectives 8 1.5 Research Question 9 1.6 Scope of the Study 9 1 .6.1 Geographical scope 9 1.6.2 Time scope 9 1.7 Significance of the Study 9 VII 1 .8 Conceptual frame work .10 CHAPTER TWO ii LITERATURE REVIEW 11 2.0 Introduction 11 2.1 Relationship between respect and financial performance 11 2.2 Relationship between integrity on financial performance 12 2.3 Relationship between customer focus and financial performance 15 2.3.1 Basic Attributes of customer focus in the Banking Sector 16 CHAPTER THREE 19 METFIODOLOGY 19 3.0 Introduction 19 3.1 Research Design 19 3.2 Population of the Study 19 3.3 Sample Size 19 3.4 Sampling Technique 20 3.5 Sources of data 21 3.5.1 Primary Data collection 21 3.6 Data Collection Methods 21 3.6.1 Questionnaire Method 21 3.6.2 Response rate 21 3.7 Measurement of Variables 22 3.7,1 Validity of Instruments 22 3.7.2 Reliability of Instruments 22 3.7.3 Data Validity 22 3.8 Data Analysis 23 VIII 3.8.1 Analytical Model .23 3.9 Ethical issues 24 3. 10 Limitation of the study 24 CHAPTER FOUR 26 DATA PRESENTATION, ANALYSIS AND INTERPRETATION 26 4.0 Introduction 26 4.1 Response rate 26 4.2 Background Information of Respondents 27 4.2.1 Gender of respondents 27 4.2.2 Marital status of the respondents 30 4.3 To determine the relationship between respect and financial performance of centenary bank Mukono branch 30 4.4 To determine the relationship between integrity on financial performance of centenary bank in Mukono branch 33 4.5 To examine the relationship between customer focus and financial performance of centenary bank in Mukono branch 36 4.6 The dependent variables 38 4,6.1 Regression analysis 40 4.7 Interpretation of Findings 42 ChAPTER FIVE 43 SUMMARY, CONCLUSION AND RECOMMENDATIONS 43 5.1 Introduction 43 5.2 Summary of findings and interpretation 43 5.3 Conclusion 45 5.4 Recommendations 46 5.5 Limitation of the study 47 ix 5.6 Areas for further research .48 REFERENCES 49 APPENDICES 55 APPENDIX I: QUESTIONNAIRE 55 APPENDIX II: LETTER OF INTRODUCTION 61 x ABSTRACT The purpose of the study was to establish the relationship between ethical standards and financial performance of banking institutions in Mukono District. The study was based on three specific objectives; to determine the relationship between respect and financial performance of centenary bank in Mukono branch, to determine the relationship between integrity on financial performance of centenary bank in Mukono branch and to examine the relationship between customer focus and financial performance of centenary bank in Mukono branch. It was based on a descriptive survey design basing on the use of qualitative and quantitative approaches that was adopted to establish the relationship between ethical standards and financial performance of banking institutions in Mukono District. Simple random sampling and purposive sampling techniques were used in the study. Questionnaires were used to collect primary and secondary sources of data from 60 out of 72 respondents using random sampling. Therefore, here, data analysis, procedures and response rate are focused on. Then the findings conclusions and recommendations are presented. Data analysis was done using computerization use of graphs, frequencies and cross tabulation. Finally the report looked at the study results and gave the discussion of each finding. According to objective one, it was noted that respect to each member of the staff in the bank was valued with the percentage of 67% and customer respect is given the first priority in the financial performance of centenary bank with the percentage of 65% who strongly agreed. The second research objective it indicated that, there was a positive effect that integrity helps in the growth of centenary bank to perform its services with the respondents who strongly agreed 69% and those who agreed with the response of 17% indicates that honesty in the banking sector of centenary bank, Mukono branch as a result, experiences high output, and productivity hence leading to effectiveness of service delivery. According to objective three, summary findings also revealed that, customer focus affects the profitability of financial performance of centenary bank which have helped to achieve the set goals and objectives with the percentage of 69% which in return helps in attracting potential and customer focus is limited by the borrower’s from borrowing with the percentage of 58% who strongly agreed. I obtained the findings and analyzed the data by use of tables and charts which helped to present data and arrive at conclusion and recommendations. Conclusion, constructing appropriate indicators and setting appropriate ethical standards for financial market was challenging. It required extensive analysis of profit margins that satisfied customers is very important for current and future performance of commercial banks. On the other hand, if the ethical standards are poor, financial perlormance of centenary bank will be unsatisfactory. Based on the data analysis in this study, financial performance of banking institutions should rely heavily on the guarantor as the main factor of mitigating ethical standards. Recommendation, as a way of discussion of ethical issues in staff meetings should be practiced in the various banks.