| dc.description.abstract | This study sought to establish factors influencing mobile banking in Kenya: a case of Kenya
commercial bank in Garissa, it was guided by four objectives that focused on the influence of
education, age of the respondents, cost of service and security concerns on mobile banking in
Kenya Commercial bank. The study focused on eliciting information from the customers of
the KCB bank. The main instrument for data collection was the questionnaire. Data was then
analysed using descriptive statistics and presented using frequency tables using SPSS.
Through analysis the study established that Majority of respondents were educated up to
university and tertiary college levels. However, education did not influence mobile banking.
This is because everybody in the sample owned a phone, operated a bank account and had
subscribed to mobile banking. However, skills are required to be able to operate effectively
on a mobile banking platform. Like education, age did not influence mobile banking. This is
because everybody in the sample was found to own a phone, operate a bank account and
subscribed to mobile banking. It was found that the cost of mobile banking was not too high
and a sizeable number also said it was high. There need for further studies to find out why
some feel the cost is high and come up with ways of reducing it down. Majority of
respondents said there were losses due to fraudulent access of customers’ accounts due to
hacking. In order to protect customers’ accounts, there is need to employ disciplined,
qualified and well remunerated ICT in the bank and at the level of mobile provider. In past
there have incidences of bank officials colluding with fraudsters to fleece customers’
accounts. This practice should be eliminated with advent of ICT. In order to make mobile
banking popular to all, there is need to come up with better ways of protective customer
accounts. There is also need for a comprehensive ICT policy that also covers mobile banking. | en |
