Customer Mobile Banking Application Adoption in Ugandan Commercial Banks.
No Thumbnail Available
Date
2024-06-26
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Makerere University Business School
Abstract
The advancement of technology has greatly impacted the nature of businesses, pushing most from the traditional brick and wall to a virtual market, making banks expand on the ways of providing their services to the customers by using mobile technology. This study, therefore, aimed at providing a deeper understanding of factors that contribute to the adoption of mobile banking applications in Arua City, Uganda. More specifically, the study explores trust, perceived ease of use mediated by perceived usefulness, as the contributing factors to mobile banking app adoption. The study adapted the Technology Acceptance Model to develop the conceptual framework used. A cross-sectional research was employed to achieve the study's aims and objectives, together with a quantitative approach that used a survey questionnaire to collect data from 272 bank customers from ten (10) commercial banks in Arua City. The results revealed that perceived ease of use and perceived usefulness positively affected adoption of mobile banking apps and therefore should guide adoption of mobile banking applications. Perceived usefulness was found to mediate the relationship between trust, ease of use, and mobile banking app adoption. However, trust was found to negatively impact mobile banking app adoption among commercial bank customers in Arua City. This study therefore adds to the limited literature in the area of mobile banking apps, especially in underdeveloped countries like Uganda, where internet connectivity is still a challenge, and mobile banking applications are still in their infancy stage and less utilized. The study has contributed to the literature in the area of mobile banking applications. Several limitations were observed during the study, for instance, limited resources, insufficient funds, etc. This study was confined to only commercial bank customers in Arua City. Further research could be undertaken to study adoption from the context of other sectors and regions or cities in Uganda or beyond Uganda.
Description
This is a master's thesis.
Keywords
Citation
Bako, J. (2025) Customer Mobile Banking Application Adoption in Ugandan Commercial Banks. Makerere University Business School.