| dc.description.abstract | This study aimed to analyze customer adoption of digital channels by commercial banks in Uganda, specifically focusing on Postbank Uganda (PBU). The research was guided by three specific objectives: examining the perceived ease of use of digital channels of commercial banks in Uganda, exploring the challenges associated with their adoption, and identifying effective strategies to enhance their utilization. The study was underpinned by two theories: Innovation Diffusion Theory (IDT) and the Technology Acceptance Model (TAM). A descriptive survey design was employed to gather, summarize, present, and interpret information, using convenience sampling to select a sample of 80 customers based on Morgan's Tables (1970). Primary data was collected via a self-administered questionnaire, with a 97.5% response rate. The findings revealed that mobile banking is highly valued for its convenience, intelligent ATMs are effective but require improved user experience, internet banking needs enhancements for greater engagement, POS terminals are useful but not central to everyone’s experience, the Wendi App has low adoption, and agency banking, while vital for remote areas, faces accessibility issues. Key barriers to adoption include security concerns, communication errors, cybersecurity threats, inadequate infrastructure, network connectivity issues, the digital divide, and higher transaction costs. The study recommends implementing regular education and awareness campaigns, enhancing security measures, offering incentives, strengthening legal frameworks, ensuring system reliability, targeted marketing, improving usability, and revising pricing models. Intelligent ATMs should be upgraded for better functionality, and the Wendi App requires increased promotion and support to boost adoption. Agency banking would benefit from improved infrastructure and training programs to overcome accessibility challenges. Strengthening cybersecurity protocols and educating users on safe digital practices are essential. Collaboration with stakeholders to improve infrastructure and regulatory support, along with initiatives to bridge the digital divide, are also crucial. Future research should focus on understanding the impact of technological advancements like artificial intelligence and blockchain on digital banking channels, assessing their potential to improve user experience and operational efficiency. Additionally, evaluating the effectiveness of current education and awareness programs and identifying best practices for enhancing user engagement will provide valuable insights. | en_US |
