Factors Affecting Adoption Of Mobile Banking By Commercial Banks In Kenya
Abstract
There has been increase of demand for internet connectivity over the past twenty years where
behavioural patterns of customers’ relationship with financial institutions and the guidelines for
buying and selling banking products have changed. Banking provides the opportunity to cut costs,
support unbanked consumers, retain competitive advantages and improve consumer access to
financial mobile banking services. Research aimed at evaluating the factors that affect Kenyan
banks ' mobile adoption. The study was founded on Innovation Diffusion Theory, Financial
Intermediation Theory and Modern Economics Theory. A descriptive design was applied in this
research. The study targeted all account holders (customers) of all the commercial banks in Kenya.
Stratified sampling method was utilised. A sample of 4 non-corporate customers was selected at
random from the different banks. Kenya has 43 registered commercial banks as per the year 2018.
The drop and pick method was utilised for respondents to have enough time to give well thought
out responses. Cleaned, coded and systematically organized data was achieved using the Statistical
Package for Social Sciences (SPSS). Descriptive statistics such as frequencies, mean and standard
deviation were used for Quantitative analysis. To establish the association between various factors,
regression analysis was conducted in order to determine the inferential statistics. The findings were
presented in Tables. The multiple regression models were used to determine the relationship that
exists between factors that influences adoption and the level of mobile banking adoption in the
Kenya commercial banks. The research discovered that clients accepted mobile banking payments
and accept to be paid through mobile banking; it is cheaper than normal banking; it helps in saving
time to undertake transactions; and the limits for transactions allowed in mobile banking are
sufficient for my transactions and that mobile banking saves them long distances they would have
travelled to access banking services. The study concluded that perceived ease of use had the
greatest influence on mobile banking adoption by Kenya commercial banks followed by
customers’ social influence, then financial accessibility while risk perception had the least
influence. The study suggests that the bank managers and other providers need to reassess mobile
banking services and recognize the tasks of knowing from their customers what services they want
through mobile banking in order to attract and inspire them to subscribe to any solutions they
give.The study also recommends that there should be more investments in promotional
communication drives to educate and reassure the market of the safety of using mobile banking.
Publisher
University Of Nairobi
Subject
Mobile BankingRights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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