The role of mobile banking platform in the delivery of retail banking services to customers in commercial banks: Case study, Stanbic bank, Masaka branch

Abstract

The purpose of this study was to access the role of M-B platform in delivering retail banking financial services to customers in financial banks, a case study of Stanbic Bank, Masaka branch. The study aimed at finding out the role of M-B platform in reducing the level of customer congestion in the banking hall whenever customers need to carry out retail banking transactions with the bank. The study specifically addressed the level of customer adoption to using the M-B platform for accessing bank services, the challenges that these customers are facing in regard with using the platform, and solution suggestions were later on obtained from the customers in order to find ways of making the M-B platform a desirable platform for the rest of the customers. The researcher used a descriptive survey with a combination of quantitative data collection methods in gathering, tabulation and analysis of data. The findings revealed that many customers have heard about the Stanbic bank M-B platform and quite a number of them were registered on the platform and actively accessing financial services through the platform. This implied that M-B platform is an effective channel used in the delivery of retail banking services to customers. The study further revealed that the hand full of customers who were not using the M-B platform were actually using other service delivery channels such as internet banking, Automated Teller Machine ATM, but the rate of M-B usage is higher still.