Mobile banking and Financial Performance of Commercial banks in Uganda : A case study of Centenary Bank

Abstract

The general objective of the study was to examine the relationship between mobile banking and financial performance of Centenary Bank. The study was guided by the following objectives: to establish the relationship between ICT infrastructure and the financial performance of Centenary Bank; to examine the relationship between telephone billing system and the financial performance of Centenary Bank and to assess the relationship between online banking and the financial performance of Centenary Bank. A case study research design was used. The study predominantly employed a quantitative approach but also used a qualitative approach. The study population consisted of 140 participants. A sample size of 109 respondents was selected using simple and purposive sampling techniques. Quantitative data analysis mainly consisted of descriptive statistics (percentages) and inferential statistics (Spearman correlation, coefficient of determination and regression). Content analysis was used to analyze qualitative data. Findings revealed that there is a significant relationship between ICT infrastructure and financial performance of Centenary bank. Secondly, there is a significant relationship between telephone billing system and financial performance of Centenary bank. Lastly, findings indicated that online banking has a positive relationship with financial performance of Centenary Bank. It was concluded that mobile banking variables (ICT infrastructure, telephone billing system and online banking) positively influenced financial performance of Centenary Bank but not online banking. Thus, it was recommended that for purposes of promoting ICT infrastructure towards financial performance, trust building among the customers should be a major concern for Centenary Bank while improving the usefulness of mobile banking. In order to achieve more with telephone billing system on financial performance, it is imperative that Centenary Bank ensures security and privacy are in place to monitor and evaluate the usage of the implemented technologies. Lastly, on online banking and the financial performance of Centenary Bank, the bank needs to make sure that awareness about online banking is created in the public through massive advertisement on radios, televisions and newspapers.