Customer Attitude, Perceived Risk, Customer Knowledge and Adoption of Internet Banking in the Commercial Banking Industry in Uganda.
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Date
2021-12-17
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Makerere University Business School
Abstract
The purpose of the study is to explain the adoption of internet banking by customers in Uganda. The study explored the role of customer attitudes, perceived risk and customer knowledge in explaining the adoption of internet banking where in spite of the potential benefits associated with its use, it is reported that there is still low uptake by customers of commercial banks in the country. The study adopted a cross sectional research design approach and a survey using a structured questionnaire was administered to a sample of 384 bank customers, randomly selected from a population of commercial bank customers. Results show that there is a strong positive and significant relationship between customer attitude and adoption of internet banking. It was also found out that there is a weak negative and significant relationship between perceived risk and adoption of internet banking. In addition results show that there is a strong positive and significant relationship between customer knowledge and adoption of internet banking. The implication of the study is that commercial bank managers should put more effort to cultivate a favorable attitude as well as providing information and explanations to the customers the most effective and safe ways of using internet banking as a convenient way to transact bank business.
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This is a master's thesis.
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Citation
Kyobe, M. K. (2021) Customer Attitude, Perceived Risk, Customer Knowledge and Adoption of Internet Banking in the Commercial Banking Industry in Uganda. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.