Adoption of Fintech in Standard Chartered-Bank Uganda
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Date
2024-10-27
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Makerere University Business School
Abstract
This study investigated the adoption of financial technology (FinTech) at Standard Chartered Bank Uganda, focusing on the progress of FinTech development, key drivers of success, challenges faced, and best practices for broader adoption in the banking sector. The research aimed at providing insights that can guide other banks in leveraging FinTech for enhanced operational efficiency and customer satisfaction. The study employed a mixed-method approach, combining quantitative and qualitative data. Quantitative analysis was conducted using descriptive statistics to examine the study variables, while qualitative data was gathered through interviews with the ICT department and senior management team at Standard Chartered Bank Uganda and analyzed using AT-las ti. This comprehensive approach ensures a robust understanding of the factors influencing FinTech adoption at the bank.
The Findings of study revealed that Standard Chartered Bank Uganda has made significant strides in adopting FinTech solutions, such as mobile banking and digital payment systems. Regular progress reviews and the use of specific Key Performance Indicators (KPIs) have facilitated continuous evaluation and improvement of these innovations. The success of FinTech adoption at the bank is driven by strategic partnerships with FinTech startups, a supportive regulatory environment, and a strong focus on customer-centricity. These factors have enabled the bank to introduce innovative solutions, enhance service offerings, and increase customer satisfaction. However, the bank faces challenges related to cybersecurity risks, regulatory compliance, and the integration of new technologies with legacy systems. Addressing these challenges requires continuous investment in security measures, dedicated compliance efforts, and enhancements to IT infrastructure. The study recommends developing a comprehensive FinTech adoption strategy that involves Stakeholder Engagement and Strategic Objectives and Goals, fostering an innovation-friendly environment, and sharing lessons learned through industry forums. These best practices can guide other banks in their FinTech journeys, promoting broader adoption and success.
The study concludes that whereas Standard Chartered Bank Uganda has successfully adopted various FinTech solutions, ongoing efforts need to address challenges like (Regulatory and Compliance, Technological Integration Issues, Security and Privacy Concern and Customer Adoption and Trust) and sustain progress. The bank’s experience offers valuable insights and best practices that can benefit other financial institutions looking to leverage FinTech for operational and customer service improvements. Future research should focus on comparative studies across multiple banks, customer perspectives on FinTech, the impact of FinTech on financial inclusion, and the economic impact of FinTech adoption. Additionally, studies on technological integration, cyber security, and regulatory frameworks will provide deeper insights into the multifaceted impact of FinTech in the banking section.
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This is a master's thesis.
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Nalukenge Solome, K. (2024) Adoption of Fintech in Standard Chartered-Bank Uganda. Makerere university business school