Customer Attitudes, Perceived Security and Electronic Banking Adoption among Graduate Students at Makerere University Business School.
Date
2025-06-06
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Makerere University Business School
Abstract
This dissertation examined the factors influencing electronic banking adoption among graduate students at Makerere University Business School (MUBS), with a particular focus on the relationships between customer attitudes, perceived security, and the combined impact of these factors on electronic banking usage. The study employed a quantitative methodology, using structured questionnaires to collect data from a diverse sample of graduate students. The data was analyzed using statistical techniques, including correlation and regression analysis, to quantify the relationships between the variables. The analysis revealed significant variations in attitudes toward electronic banking. Adopters of electronic banking rated convenience, efficiency, and ease of use highly, while non-adopters expressed concerns related to security and showed a preference for traditional banking methods. The results highlighted that positive customer attitudes, particularly perceptions of ease of use and service availability—were strongly associated with higher levels of electronic banking adoption. However, perceived security emerged as a critical factor, with both adopters and non-adopters emphasizing the importance of robust security measures. Non-adopters cited fears of fraud and data breaches as significant barriers to adoption. The study concluded that the relationship between customer attitudes and perceived security was a significant predictor of electronic banking adoption. Enhancing security features and educating users about secure banking practices were identified as key strategies to mitigate fears and build greater trust in electronic banking services. Addressing trust issues through transparent communication and user education was also found to be essential for increasing acceptance and usage of electronic banking among graduate students. Based on the findings, the dissertation recommended that banks focus on improving security protocols and user interfaces, while promoting awareness of the safety and benefits of electronic banking. Future research areas were suggested, including the examination of the impact of technological advancements on electronic banking adoption and the exploration of strategies to build trust among potential users.
Description
This is a master's thesis
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Citation
Akullu, G. (2024) Customer Attitudes, Perceived Security and Electronic Banking Adoption among Graduate Students at Makerere University Business School. Makerere University Business School.