Customer adoption of mobile banking and perceived quality of service in commercial banks in Kenya
Abstract
The aim of this study was to evaluate the customer adoption of mobile banking and
perceived quality of service by customers in commercial banks in Kenya .The
researcher focussed mainly on commercial banks and concentrated mostly on
customers who are currently using mobile banking services. The major purpose of this
study was to find out how the adoption of mobile banking by the customer has
influenced the perceived quality of service in the commercial banks in Kenya. The
specific objectives of the study was to; examine the types of mobile banking services
available in the commercial banking sector, investigate the problems encountered by
the customers in utilising mobile banking, determine the awareness of mobile banking
by customer and provide recommendations for improving the mobile banking facility
among customers. The population of this study consisted of bank customers who were
active users of mobile banking services. The study used a sample size of 30 customers.
The sample size provided good representation and therefore representative report. The
data collected from the questionnaire was sorted and edited and then presented in tables
and charts for quick reference and to provide insight into the response from the opinions
of the respondents. The study revealed that mobile banking forms the highest
percentage of banking usage among clients. Clients preferred using this mode of
banking service compared to traditional banking halls because it saves time and costs.
Majority of the subscribers of M-banking rated security as the most frequent problem
encountered while system failure rated the most less frequently problem encountered.
In conclusion, the researcher recommended that the banks need to improve the
efficiency in terms of the delivery of the mobile banking services currently available.
Secondly, the banks should invest in better information technology infrastructure in
order to improve the systems and network failure. Finally, there is need for the banks
to look into aggressive promotional advertising to popularise or to create awareness of
mobile banking services. The researcher established and suggested that the research is
comprehensive but there is need for more research to establish why other customers
don’t prefer mobile banking while it is very convenient and cost effective. Other
researchers can also explore on other services related to M-banking that a bank can take
up.
Publisher
University of Nairobi
Description
Thesis