An Assessment of Mobile Banking Adoption by customers of Ugafode Microfinance Limited (MDI)
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Date
2019-11-28
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MUBS
Abstract
Technological advancements in the financial services sector have led to significant changes in the banking behavior. Mobile banking (m-banking) is an innovative product that has been advanced as way to reduce and manage banking affairs efficiently. Understanding the primary determinants ofm-banking adoption by customers is significant for banks, financial institutions and other users. This study is aimed at determining the factors affecting mobile banking adoption and usage by customers at UGAFODE Microfinance Ltd (MDI). The research was guided by three research
questions: What are the factors that encourage adoption of mobile banking by customers? What are the challenges hindering the adoption of mobile banking in UGAFODE Microfinance Limited (MDI) and what strategies should be adopted to improve the adoption of mobile banking at UGAFODE Microfinance Limited? The study employed a quantitative design. 174 questionnaires were distributed to UGAFODE customers registered on mobile banking ranging from those who are active to non-active customers. Primary data was collected by administering questionnaires to the respondents who arc customers. Statistical tools like Excel and Statistical Package for Social Scientists (SPSS) software were used to analyze the data and draw conclusions. Data analyzed was presented 1n form of tables. From the 174 questionnaires that where distributed 173 were successfully returned. Each variable \\ as measured using 5-point Liken-scale. The results suggested that Perceived risk, Trust, perceived usefulness, Perceived ease of use are the determining factors that influence customer's ability to adopt mobile banking. From the findings. it is recommended from the findings that UGAFODE Microfinance Limited strengthen security and privacy on the mobile banking platform to improve their confidence levels to adopt and use of mobile banking. In addition, the institution should put in place training mechanisms for customers on how to use the mobile banking service. Lastly, UGAFODE should provide for customers about the products and services to empower staff in terms of the product knowledge.
Description
A Research Report submitted to the Faculty of Graduate studies and Research of Makerere University Business School in partial fulfilment of the requirement of the award of Degree of Master of science in Banking and Investment Management of Makerere University
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Citation
Lwanga R.W.(2019).An Assessment of Mobile Banking Adoption by customers of Ugafode Microfinance Limited (MDI.Unpublished Master's report .Makerere University Business School, Kampala ,Uganda