Customer Attitude, Perceived Risk, Perceived Trust and User Adoption of Mobile Banking in Kampala Central Division.

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dc.contributor.authorWaako Sharon
dc.date.accessioned2026-07-24T09:01:46Z
dc.date.available2026-07-24T09:01:46Z
dc.date.issued2023-12-11
dc.descriptionThis is a master's thesis.
dc.description.abstractThe study was carried out to examine the relationship between perceived risk, customer attitude, perceived trust and user adoption of mobile banking in Kampala central division. The study objectives were; to establish the relationship between perceived risk and user adoption of mobile banking in Kampala Central Division, to establish the relationship between customer attitude and user adoption of mobile banking in Kampala Central Division, to establish the relationship between perceived trust and user adoption of mobile banking in Kampala Central Division and to establish the mediating effect of perceived trust in the relationship between perceived risk and user adoption of mobile banking in Kampala Central Division. Data was collected using a self-administered questionnaire from 297 people with bank accounts. The Statistical Package for Social Scientists was used in analyzing the data. Correlation and regression analysis was also used. The study found out that perceived risk, customer attitude and perceived trust have a significant influence on the user adoption of mobile banking in Kampala central division. It also found out that there is a positive and significant relationship between customer attitude and user adoption of mobile banking and between perceived trust and user adoption of mobile banking whereas the relationship between perceived risk and user adoption of mobile banking was found to be negative and significant in the adoption of mobile banking in Kampala central division. Using the Sobel test, the study found out that there is a mediating effect between perceived trust, perceived risk and user adoption of mobile banking. Using regression analysis, the study found out that perceived risk, customer attitude and perceived trust explain 59.4% of the variance in user adoption of mobile banking. It was concluded that for banks to promote user adoption of mobile banking, demos on mobile banking usage on their websites to increase awareness about mobile banking, should give information on the security measures to make transactions secured and protected and should avail professionals to always help mobile banking users and give timely responses to facilitate adoption of mobile banking.
dc.description.sponsorshipDR. TEKO JUMA (PHD) (Makerere University Business School) & CPA ERASMUS MUGERWA MUSISI (Makerere University Business School)
dc.identifier.citationWaako, S. (2023) Customer Attitude, Perceived Risk, Perceived Trust and User Adoption of Mobile Banking in Kampala Central Division. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/6189
dc.language.isoen
dc.publisherMakerere University Business School
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 United Statesen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/us/
dc.titleCustomer Attitude, Perceived Risk, Perceived Trust and User Adoption of Mobile Banking in Kampala Central Division.
dc.typeThesis
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