Mobile Banking and Its Effect on Financial Performance of Commercial Banks in Uganda. Case Study Standard Chartered Bank (Uganda) Limited.
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Date
2018-06
Authors
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Journal ISSN
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Publisher
Kampala International University, College of Economics and Management Sciences .
Abstract
The introduction of customer friendly service by the bank such as m-banking, internet
banking, Automated Teller Machines among others as a way of delivering convenience
service to customer has become common in the recent year as a way of gaining competitive
advantage and maintaining customer loyalty and increase share in order to improve the
financial position of a company. The study main objectives were; to study the m-banking
technology used at Standard Chartered Bank (Uganda), to examine the use of m-banking and
various services provided through m-banking at Standard Chartered Bank (Uganda), to
establish the relationship between m-banking and financial performance of Standard
Chartered Bank (Uganda). The methods used to collect data basically through self
administered questionnaires both structured and semi-structure, interviews and observation.
The Data collected was analyzed qualitatively and quantitatively. The study was also backed
by literature review on m-banking and banking sector in Uganda The study findings indicate
that one need to register with bank and maintain an account with both the bank and telecom
company such as MTN. The services offered by standard chartered bank (Uganda) include;
Account Balance Enquiry, Fund Transfer between Accounts, Bills payment (utility bills)
among others. The introduction of m-banking in Uganda has contributed to customer loyalty,
convenience and also has influenced the financial performance of the banking sector in
Uganda positively. Therefore there is a positive relationship between m-banking and financial
performance of a bank. Conclusion and recommendation were made towards strengthening
the contribution of m-banking to financial performance of the banking sector in Uganda. The
researcher recommends that; The bank should conduct research on other possible m-banking
packages, Free training and refreshing training should be provided to staff of the bank and if
possible to customers and the bank should provide toll free line to enable customers who
want to use the system and also in case of any problem that deserve attention of the bank.
Description
A dissertation submitted to the College of Economics and Management in Partial Fulfillment of the Requirement for the Award of Bachelor of Business Administration of Kampala International University.
Keywords
Mobile Banking, Financial Performance, Commercial Banks, Effect, Standard Chartered Bank, Uganda