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.