Social Influence, Customer Attitude and Intention to Adopt Mobile Banking in Selected Microfinance Institutions in Kampala Metropolitan, Uganda.
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Date
2023
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Abstract
The study sought to examine the relationship between social influence, customer attitude and intention to adopt mobile banking in selected Microfinance Institutions in Kampala Metropolitan, Uganda. The main objectives of the study were; to examine the relationship between social influence and intention to adopt of mobile banking; to assess the relationship between customer attitude and intention to adopt mobile banking; to examine the relationship between social influence and customer attitude; and to examine the mediation effect of customer attitude in the relationship between social influence and intention to adopt mobile banking by microfinance institutions. The study adopted a cross sectional survey design with a population of 13 Microfinance Institutions which had adopted as the sample size for the study from which 384 customers were selected using purposive sampling. A structured questionnaire was used to collect data. Findings indicated that there were both positive and significant relationships between social influence, customer attitude and intention to adopt mobile banking in selected MFIs. Results from regression analysis showed that social influence, and customer attitude were significant predictors of intention to adopt mobile banking in selected MFIs. Therefore, the study recommends that Microfinance Institutions try to understand the social dynamics of their market and carry out mass sensitization to improve customer attitude towards mobile banking. The stakeholders in the MFI sector should develop strategies in line with the study variable relationships to enhance intention to adopt mobile banking in MFIs in Uganda.
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A Dissertation Submitted to Makerere University Business School (Faculty of Graduate Studies and Research) in Partial Fulfilment of the Requirements for the Award of Degree of Master of Business Administration of Makerere University. (PLAN A).
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Denis, M (2023) Social Influence, Customer Attitude and Intention to Adopt Mobile Banking in Selected Microfinance Institutions in Kampala Metropolitan, Uganda. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda.