An Assessment of the Success of the Agency Banking Rollout Project in Equity Bank Uganda Head Office.
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Date
2023
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Abstract
The purpose of this study is to assess the success of agency banking Equi Duuka in Equity Bank. The research problem was that Equity bank has invested a lot of money to push the agency banking model and improve its business operations in Uganda. However, the bank has not seen the success as anticipated evidenced by the fact that it has not met targets of rollout of its agency banking platform. Hence the study objectives were to assess the success of the current rollout of the agency banking services Equi Duuka Project at Equity Bank, to identify challenges related to the rollout of the agency banking services Equi Duuka project at Equity Bank and to derive suggestions for managing the challenges related to the rollout of the agency banking Equi Duuka services project at Equity Bank. The study population consisted of 40 staff in charge of agency banking and a sample of 36 staff was selected using a simple random sampling approach. A self-administered questionnaire to respondents was prepared. Results show that the respondents generally agreed with the statements in the questionnaire regarding the rollout of agency banking. The same challenges that have been faced in other financial institutions are being also realized in Equity Bank. The strongest cited challenges in this case are related to accumulation of cash transactions in the economy versus electronic payments, rampant internet network failure, high rollout costs, distrust and lack of information on the agency banking model. There are several suggestions in place that the respondents agreed to with regard to the rollout of Agency banking in Equity Bank. These suggestions are many and the results could best be realized if they are all pursued simultaneously, where possible, instead of seeking only one after another or ignoring others in favor of some suggestions. To that end it was recommended that Equity Bank should focus on multiple avenues: promoting cashless transactions through incentives and user-friendly platforms, collaborating with internet service providers to enhance network stability, and scrutinizing agency banking costs for efficiency. Furthermore, the bank should invest in marketing and agent training to promote Equi Duuka services, while bolstering security measures to protect customer data. Lastly, forming strategic partnerships with local businesses can extend the bank's service reach and provide more convenient banking options for customers.
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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 B).
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Drusilla, K (2023) An Assessment of the Success of the Agency Banking Rollout Project in Equity Bank Uganda Head Office. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda.