Trust, usefulness, ease of use, risk and adoption of e-banking services: a case of Bank of Africa Kampala, Uganda

Abstract

The purpose of this study was to examine the effect of usefulness, ease of use, trust and risk on adoption of electronic banking services with a case of Bank of Africa Kampala. A cross sectional descriptive study design with a sample space of 384 respondents was undertaken. Self-administered questionnaires were used to collect the responses and data processing and analysis using Statistical Package for the Social Sciences version 20 software was done. The results indicated that there was a positive relationship between perceived usefulness and adoption of electronic banking while there were negative relationships between trust, risk, ease of use and adoption of electronic banking services. This study highlights the managerial implications of the findings on the efforts by management of Bank of Africa Kampala at encouraging widespread adoption of e-banking services. In conclusion, bank management needs to understand that electronic banking usefulness and ease of use affect customers’ perception towards electronic banking and in order to increase the adoption of electronic banking, it is recommended that the bank management should improve the usefulness of the e-banking platforms, ensure that e-banking platforms are technically sound with advanced security systems to minimize potential risks and lobby the government to develop suitable legal structures relating to e-banking fraud.