Analysis of usage of digital banking platforms in Uganda; A case of Stanbic Bank Uganda Limited, Jinja Branch

Abstract

The objective of this study was to analyze the usage of digital banking services in Uganda specifically in Stanbic Bank Uganda Limited as a case study. The study was conducted with three objectives including; To examine the drivers of digital banking; To evaluate the barriers to digital banking at Stanbic Bank Uganda Limited; To assess the digital banking strategies at Stanbic Bank Uganda Limited. To achieve the above stated objectives, the study collected data through primary and secondary sources. The target population for this study included The study which recorded a response rate of 72% where majority of the respondents 24 represented by 53.3% of the total number of the respondents were female and 21 respondents represented by 46.7% of the total number of the respondents were male. The study also indicated that the study was proportionately dominated by female respondents (53.3%). The study furthermore indicated holders and majority of the bank’s customers used ATMs banking service as compared to any other service the banks offered. The study concluded that among the primary factors preventing the majority of banks from actively participating in electronic banking are, digital banking is expensive, are insecure and expose customers to risk, customers are not competent enough to fully utilize digital banking, low internet access, digital banking denies access to some banking services and also digital banking exposes personal financial data to breach and risk. The study recommends that he banks in Uganda should also work and improve on the digital technologies and infrastructure to be able to support banking transformation in the country this is because the country basically has old outdated technology still in use which doesn’t favor the new experience of digital banking in the recent world.