Perceived Ease of Use, Perceived Usefulness, Trust and Adoption of Mobile Banking by Customers of Commercial Banks in Uganda.
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Date
2023
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Makerere University Business School
Abstract
The study focuses on perceived ease of use, perceived usefulness, trust and adoption of mobile banking by customers of commercial banks in Uganda. The specific objectives include; assess the relationship between perceived ease of use and adoption of mobile
banking, examine the relationship between perceived usefulness and adoption of mobile banking, determine the relationship between trust and adoption of mobile banking and to establish the predictive potential of perceived ease of use, perceived usefulness and trust on
adoption of mobile banking. The study used cross sectional survey design with a quantitative approach. A population of 20,000 customers was used and unit of inquiry were active users on mobile banking from these commercial banks. Out of 377 issued out questionnaires, 338 of them were returned fully filled making 89.7%.
The key findings show that perceived ease of use influences adoption of mobile banking; perceived usefulness influences adoption of mobile banking; Trust and adoption of mobile banking are positively associated and the predicative power of perceived ease of use,
perceived usefulness, and trust is 63.9% of the variations in adoption of mobile banking by customers in commercial banks.
The study recommends that; to maintain and enhance mobile banking adoption, banks should prioritize user feedback and iterative app development for improved ease of use while investing in strong security measures to build and maintain customer trust. This includes
regular updates based on feedback, user-friendly features, and robust security measures like encryption and multi-factor authentication. Transparent communication about security and the provision of educational resources within the app further bolster trust. These efforts collectively contribute to a more user-friendly and secure mobile banking experience, encouraging adoption and customer confidence.
Description
Research Dissertation Submitted to Makerere University Business School (Faculty of Graduate Studies and Research) in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Business Administration of Makerere University. (Plan A).
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Citation
Caroline, N. A. (2023) Perceived Ease of Use, Perceived Usefulness, Trust and Adoption of Mobile Banking by Customers of Commercial Banks in Uganda. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda.