The Risk, Trust and Usefulness of Internet Banking Adoption in Uganda: A Case Study of Global Trust Bank Kampala Branch

Abstract

The purpose of the study was to establish the relationship perceived risk, trust, perceived ease of use, perceived usefulness, and internet banking adoption. The study adopted a cross sectional design which was quantitative and qualitative in nature. It involved descriptive and analytical research designs. The study sample comprised of 384 bank customers in the Kampala, who were selected through simple random sampling. The data was tested for reliability, analyzed using SPSS and results presented based on the study objectives. Results revealed a significant negative relationship between Perceived Risk and Trust, and Internet Banking adoption. This means that high levels of Perceived Risk will lower the level of customer trust in the internet banking systems and will also inhibit Internet Banking Adoption. The results also revealed a positive significant relationship between Perceived Ease of Use, Perceived Usefulness and Internet Banking Adoption.

If customers find the Internet banking systems easy to use, they will consider them useful thus adopting Internet Banking. Finally, Trust was found to have a positive and significant relationship on Perceived Usefulness. Bank customers will consider those internet banking systems they trust as useful. The study concluded that Perceived Risk, Trust, Perceived Ease of Use, Perceived Usefulness significantly affect internet banking adoption. Therefore, the researcher recommended that commercial banks in order to increase adoption of internet banking they should ensure that their offer is perceived risk free, easy to use, useful and also trusted.