| dc.description.abstract | Globally customer adoption is challenging with commercial banks introducing new products in
the name of agency banking. This study covered five chapters as described below;
Chapter one: This chapter presents background of the study, statement of the problem, purpose
of the study, objectives of the study, scope of the study, significance of the study, theoretical
frame work and conceptual frame work.
Chapter two: This section presents the related literature on empirical studies. It begins with a
theoretical review under which a number of related theories are presented. Later empirical
literature is presented thematically. The literature in this study is reviewed based on empirical
works and studies by other research scholars regarding; - factors contributing to the low number
of agents of agent banking, the level of withdraws on agent banking, and the number of clients
making payments through agent banking. The study assessed the effect of agency banking on
service adoption by customers in Equity Bank in Mbarara City. It was guided by the following
objectives; to examine the indicators of agency banking, to establish the level service adoption
by customers and to determine relationship between agency banking and service adoption by
customers.
Chapter three: This chapter presented the methodology for the study which included the
research design, target population, sample size and selection, sampling techniques, data
collection methods and instruments, data quality control (validity and reliability), data
analysis, measurement of research variables, ethical considerations and limitations. This
study adopted a case study research design. Quantitative data was collected from the
respondents. A sample of 132 respondents were selected from a population of 200
respondents. Collection data relied on questionnaires. Quantitative data was expressed in
quantitative terms that which deals with numbers, measures out comes in terms of figures.
Chapter four: This chapter covered the presentation, analysis, and interpretation of the findings
of this study on agency banking and service adoption by customers in financial institutions in
Mbarara City; A Case Study of Equity Bank. Specifically, this chapter presents background
findings, descriptive and inferential results. This was presented according to study objectives; the
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indicators of agency banking, the indicators of service adoption by customers, and relationship
between agency banking and service adoption by customers. The data collected was edited and
coded into a form usable by Statistical Package for Social Scientists (SPSS) data analysis
package from which tables with variable frequencies and percentages were drawn for easy
analysis. The study findings revealed that there were effective agency banking services for
Equity Bank as evidenced overall mean score of 3.8. There was good service adoption by
customers with overall mean score = 3.82. There was a statistically significant relationship
between agency banking and service adoption by customers in financial institutions at P = 0.006
< 0.05.
Chapter five: This chapter presents discussion of findings, conclusions and recommendations for
the study as follows; It was recommended that the management of Equity Bank should ensure
that perceived trust is given utmost importance in a bid to improve adoption of agency banking.
The government need to put in place regulations‟ that will effectively ensure customer security
and confidentiality at the agent location. The Equity Bank should continue to sensitize customers
and the wider public on the use of agency banking and its benefits. | en_US |
