Factors affecting the implementation of mobile banking at Kenya Commercial Bank, Kenya

Abstract

This study examined the factors affecting the implementation of mobile banking at Kenya Commercial Bank; the theoretical framework the study adopted was the Information Systems Success Model of DeLone and McLean. Survey research design was used in the study and the study population was the KCB Kenya staff and the head of Mobile Banking at KCB. Stratified random sampling was used to give all regions where KCB operates an equal chance of selection; data was collected using questionnaires and interviews schedules. Quantitative data was analysed using descriptive and inferential statistics and for qualitative data responses were grouped into relevant thematic areas with respect to factors affecting the implementation of mobile banking and presented in accordance to the responses that were gathered. The study found out that the following factors had a positive effect on mobile banking: System Quality, agents’ availability, linkage to MPESA, new technology, service availability, information quality, ease of use, user satisfaction, convenience, charges, individual impact and organizational goodwill. The factors that had a negative impact were poverty, taxation and lack of mobile handsets. The study conclusions were: Mobile banking has room for growth in the future into the unbanked populace, mobile banking can be used as a propellant in the uptake of banking products and there are a number of factors that are either impeding or propelling the roll out of mobile banking. The study recommended further studies on: The solutions to the challenges affecting mobile banking, a comparison of mobile banking among African countries to see emerging trends and finding ways to make mobile banking embraced by the unbaked as an affordable way of banking.