Factors influencing mobile banking in Kenya:A case of Kenya commercial bank in Garissa

This study sought to establish factors influencing mobile banking in Kenya: a case of Kenya \ncommercial bank in Garissa, it was guided by four objectives that focused on the influence of \neducation, age of the respondents, cost of service and security concerns on mobile banking in \nKenya Commercial bank. The study focused on eliciting information from the customers of \nthe KCB bank. The main instrument for data collection was the questionnaire. Data was then \nanalysed using descriptive statistics and presented using frequency tables using SPSS. \nThrough analysis the study established that Majority of respondents were educated up to \nuniversity and tertiary college levels. However, education did not influence mobile banking. \nThis is because everybody in the sample owned a phone, operated a bank account and had \nsubscribed to mobile banking. However, skills are required to be able to operate effectively \non a mobile banking platform. Like education, age did not influence mobile banking. This is \nbecause everybody in the sample was found to own a phone, operate a bank account and \nsubscribed to mobile banking. It was found that the cost of mobile banking was not too high \nand a sizeable number also said it was high. There need for further studies to find out why \nsome feel the cost is high and come up with ways of reducing it down. Majority of \nrespondents said there were losses due to fraudulent access of customers’ accounts due to \nhacking. In order to protect customers’ accounts, there is need to employ disciplined, \nqualified and well remunerated ICT in the bank and at the level of mobile provider. In past \nthere have incidences of bank officials colluding with fraudsters to fleece customers’ \naccounts. This practice should be eliminated with advent of ICT. In order to make mobile \nbanking popular to all, there is need to come up with better ways of protective customer \naccounts. There is also need for a comprehensive ICT policy that also covers mobile banking.