Antecedents of agency banking adoption in Uganda’s banking sector: a case study of equity bank clients in Kamala

Abstract

The study examined the antecedents of Agency banking adoption on Equity Bank clients in Kampala. The study specifically examined the effect of perceived trust on Agency banking adoption on Equity bank clients in Kampala, assessed the effect of perceived usefulness on Agency banking adoption on Equity bank clients in Kampala, and examined the effect of perceived ease of use on Agency banking adoption on Equity bank clients in Kampala. The study adopted the Technology Acceptance Model (TAM) to conceptualize the variables as used in the study. In the study, a case study research design was adopted; convenience sampling technique was used to select a sample of 132 customers from a population of 200 respondents. Out of the 132 questionnaires administered, only 81 questionnaires were filled and returned constituting a response rate of 61.4%. Quantitative and qualitative approaches were used to collect data from Equity bank customers and agents with the help of questionnaires and interview guides respectively. In the study, analysis was done at different levels first with descriptive statistics, followed by correlation and later regression analysis. The findings of the study revealed that perceived trust was the strongest predictor of Agency banking adoption among Equity bank customers (Beta=0.368, p=.000), this was followed by perceived usefulness (Beta=0.272, p=0.004) and lastly perceived ease of use (Beta=0.261, p=0.007). The study recommended that efforts should be done to enhance perceived trust, perceived usefulness, perceived ease of use in a bid to increase agency banking adoption. Future studies should be done in relation to agency banking and customer satisfaction as well as agency banking and financial performance. Key words: Perceived trust, perceived usefulness, perceived ease of use, agency banking adoption.