| dc.description.abstract | This study sought to examine the drivers, barriers and strategies of branchless banking adoption in
the Ugandan banking sector. The study was premised on three objectives, examining the drivers
of branchless banking adoption at Equity Bank, establishing the barriers to branchless banking
adoption at Equity Bank and, exploring the strategies for improved branchless banking at Equity
Bank. To achieve these objectives, the study employed a descriptive research design. Data was
collected using a semi-structured questionnaire from several Equity Bank customers. A total of
390 questionnaires were administered to different respondents and 261 questionnaires were
completed representing a response rate of 66.9%. The collected data was edited, coded and entered
for analysis using the Statistical Package for Social Sciences computer package. The research
findings revealed convenience, cost-effectiveness, improved access, and user-friendly platforms
are the main drivers for the adoption of branchless banking in Equity Bank. However, the study
discovered that Equity Bank faces several barriers to adoption such as limited knowledge regarding
the availability of services, insufficient coverage of mobile networks, lack of confidence, and
inadequate literacy. To avert these challenges, the study found out that Equity Bank employs
several strategies such as multichannel integration, increased investment, security innovations,
expanded marketing, customer education, dispute resolution, and financial literacy. To improve
the status quo, the study recommended that Equity bank should should invest in expanding the
range of mobile financial services offered on the branchless banking platform to meet diverse
customer needs, implement comprehensive literacy initiatives which are critical to promoting
branchless banking adoption and adopt a multichannel strategy integrating traditional and
electronic banking to improve flexibility. | en_US |
