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This study was conducted with three objectives to accomplish, namely; to identify the
perceptions of customers towards electronic banking, to understand the actual practices
of customers on electronic banking transactions, and to examine challenges facing
customers on the usage of electronic banking. The study was based on customers of only
one case (Vodacom) and especially one e-banking system, M-Pesa. Data was collected
mainly using a semi-structured questionnaire and was further analyzed using both
qualitative and quantitative ways.
The study found out that, customers are positive in most of the dimensions that make up
the e-banking; their concern is only on the issue of security and reliability. It has also
been found out that, actually, customers use electronic banking widely and most of them
prefer to use mobile phones and ATMs in implementing e-banking as compared to using
IC and PC. Furthermore, it has been observed that, despite of the wide spread of ebanking;
it has mostly been applied for less than two years by the majority of customers
and actually, people use e-business on daily basis with their frequent used service being
topping up of air time. Finally, a host of challenges have been reported to impinge ebanking.
These include but not limited to; poor coverage of the service, poor internet
service and networking, customers’ ignorance towards technology, security of the
customers’ information, limitation of the services to people with disabilities and
customers’ illiteracy.
The study recommends that, the government needs to use its agents to put in place the
necessary infrastructure for e-banking to grow. It is also recommended that Vodacom and other companies which provide e-banking services come up with ways and means
which will ensure the security of the information and assets of their customers. |
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