Financial Technologies, Service Delivery Quality and Financial Inclusion.
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Date
2024
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Abstract
This study investigated the relationship between financial technologies, service delivery quality and financial inclusion among SACCOs in Kampala district. Specifically, the study was guided by study objectives which included examining the relationship between financial technologies and financial inclusion, the relationship between financial technologies and service delivery quality, the relationship between service delivery quality and financial inclusion and the mediating role of service delivery quality between financial technologies and financial inclusion. A cross sectional survey utilizing quantitative approach was used. The study targeted 354 participants but 256 managed to respond back. The findings revealed that Financial Technologies alone predicted Financial Inclusion by Beta =.529 and with a significant relationship at r=.692**, Service Delivery Quality alone was also a significant predictor of Financial Inclusion by Beta =.515 and with significant relationship at r=.756**. The relationship between Financial Technologies and Service Delivery Quality was at r=.279**. Financial technologies and service delivery quality combined predictability of Financial Inclusion by the Adjusted R-square = .981 and service delivery quality significantly mediated the effect of financial technologies and financial inclusion. Furthermore, Sobel Test results showed Z value =21.04444128 was registered with Std Error = 0.01794436 with significant value of (p-value = 0.000 < 0.05). This mediation was partial because the direct effect remains significant c′= 0.094** even after the mediator is included in the model. The study recommends that SACCOs should have budget allocations for the integration of financial technologies, SACCOs should have a monitoring system for service delivery with regular checks and assessments of service processes and SACCOs should train their members and administrative staff on effective use of financial technologies.
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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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Rose, A (2024) Financial Technologies, Service Delivery Quality and Financial Inclusion : A Case of SACCOS in Kampala District. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda.