Influence of Mobile Banking on Uptake of Products and Services in Family Bank Limited, Kenya

Abstract

Mobile banking is a products and services distribution strategy the bank offers to its customers. It enables customers to access the bank products and services remotely using mobile phones. The study investigated the influence of mobile banking on the uptake of bank products and services in Family Bank Limited, Kenya. Primary data was collected using questionnaires and secondary data was acquired from Family Bank and Central Bank of Kenya annual reports. The study was guided by technology acceptance theory. The study adopted correlation and descriptive research designs. A sample of 384 customers was chosen using Fischer's formula. The quantitative data was analyzed using descriptive and inferential statistics. The study found that mobile banking had a statistically significant positive effect on the uptake of products and services. Simple univariate regression was applied and generated a beta coefficient of 0.962. The study concluded that mobile banking is a good product and service distribution strategy. The study recommends that once customers are registered in mobile banking, they are trained on the services available. Also, the bank should be more aggressive in mapping new niches to boost uptake. A further study may be carried out on the influence of products knowledge and training on the uptake.