TABLE OF CONTENTS
DECLARATION i
APPROVAL ii
DEDICATION iii
ACKNOWLEDGEMENT iv
ACRONYMS v
LIST OF TABLES xi
LIST OF FIGURES xii
ABSTRACT xiii
CHAPTER ONE 1
INTRODUCTION 1
1.0 Introduction 1
1.1 Background 1
1.2 Problem Statement 3
1.3 Purpose of the study 3
1.4 Objectives of the study 3
1.5 Research Questions 4
1.6 Scope of the study 4
1.6.1 Conceptual scope 4
1.6.2 Geographical scope 4
1.6.3 Time scope 5
1.7 Significance /justification of the study 5
CHAPTER TWO 6
LITERATURE REVIEW 6
2.0 Introduction 6
2.1 Theoretical Review 6
2.1.1 Agency Theory 6
2.2 Study Literature 7
2.3 Conceptual Review 7
2.3.1 Bill payments on the financial performance of Housing Finance Bank 7
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ABSTRACT The introduction of customer friendly service by the bank such as rn-banking, internet banking, Automated Teller Machines among others as a way of delivering convenience service to customer has become common in the recent year as a way of gaining competitive advantage and maintaining customer loyalty and increase share in order to improve the financial position of a company. The study main objectives were; to study the m-banking technology used at Housing finance Bank Arua Branch (Uganda), to examine the contribution of rn-banking SMS and various services provided through rn-banking at Housing finance Bank Arua Branch (Uganda), to establish the relationship between rn-banking and financial performance of Housing finance Bank branch Arua (Uganda) The methods used to collect data basically through self administered questionnaires both structured and semi-structure, interviews and observation. The Data collected was analyzed qualitatively and quantitatively. The study was also backed by literature review on rn-banking and banking sector in Uganda The study findings indicate that one need to register with bank and maintain an account with both the bank and telecom company such as MTN. The services offered by Housing finance Bank Arua Branch (Uganda) include; Account Balance Enquiry, Fund Transfer between Accounts, Bills payment (utility bills) among others. The introduction of m-banking in Uganda has contributed to customer loyalty, convenience and also has influenced the financial performance of the banking sector in Uganda positively. Therefore there is a positive relationship between rn-banking and financial performance of banks. Conclusion and recommendation were made towards strengthening the contribution of m banking to financial performance of the banking sector in Uganda. the researcher recommends that; The bank should conduct research on other possible rn-banking packages, Free training and refreshing training should be provided to staff of the bank and if possible to customers and the bank should provide toll free line to enable customers who want to use the system and also in case of any problem that deserve attention of the bank.
