Customer Mobile Banking Application Adoption in Ugandan Commercial Banks.
Loading...
Date
2024
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
The advancement of technology has greatly impacted the nature of businesses pushing most from the traditional brick and wall to a virtual market making banks expand on the ways of providing their services to the customers by using mobile technology. This study therefore aimed at providing a deeper understanding of factors that contribute to the adoption of mobile banking application in Arua City-Uganda. More specifically, the study explores trust, perceived ease of use mediated by perceived usefulness as the contributing factors to mobile banking app adoption. The study adapted the Technology Acceptance Model to develop the conceptual framework used. A cross sectional research was employed to achieve the study aims and objectives together with a quantitative approach that used a survey questionnaire to collect data from 272 bank customers from Ten (10) commercial banks in Arua City. The results revealed that perceived ease of use and perceived usefulness positively affected adoption of mobile banking app and therefore should guide adoption of mobile banking applications. Perceived usefulness was found to mediate the relationship between trust, ease of use and mobile banking app adoption. However, trust was found to negatively impact mobile banking app adoption among commercial bank customers in Arua City. This study therefore adds to the limited literature in the area of mobile banking app especially in under developed countries like Uganda where internet connectivity is still a challenge mobile banking applications are still at their infancy stage and less utilized. The study has contributed to literature in the area of mobile banking application. Several limitations were observed during the study for instance limited resources, insufficient fund etc. This study was confined to only commercial bank customers in Arua City. Further research could be undertaken to study adoption from the context of other sectors and regions or cities in Uganda or beyond Uganda.
Key words: TAM, Mobile banking app Trust, Perceived Usefulness, Perceived ease of use, mobile banking app adoption.
Description
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).
Keywords
Citation
Joyce, B (2024) Customer Mobile Banking Application Adoption in Ugandan Commercial Banks. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda.