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.