Mobile banking and performance of financial institution in uganda case of housing finance bank arua brancH;
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Date
2019-08
Authors
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Journal ISSN
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Publisher
Kampala International University. College of Economics & Management
Abstract
The introduction of customer friendly service by the bank such as rn-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 Housing finance
Bank Arua Branch (Uganda), to examine the contribution of rn-banking SMS and various
services provided through rn-banking at Housing finance Bank Arua Branch (Uganda), to
establish the relationship between rn-banking and financial performance of Housing finance
Bank branch Arua (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 rn-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 Housing finance
Bank Arua Branch (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 rn-banking and financial performance of banks.
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 RN-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 research report submitted to the college of economics and
Management in partial fulfillment of the award of bachelor’s degree in business administration of Kampala international university
Keywords
Mobile banking, housing finance