TABLE OF CONTENTS
DECLARATION .i
APPROVAL ii
DEDICATION iii
ACKNOWLEDGEMENT iv
ABSTRACT v
LIST OF TABLES vi
LIST OF ACRONYMS vii
TABLE OF CONTENTS viii
CHAPTER ONE 1
INTRODUCTION 1
1.0 Introduction 1
1.1 Background 1
1.1.1 Historical Background I
1.1.2 Theoretical Background 2
1.1.3 Conceptual Background 3
1.1.4 Contextual Background 3
1.2 Statement of the Problem 4
1.3 Purpose of the Study 4
1.4 Research Objectives 4
1.4.1 Research Questions 5
1.5 Scope 6
1.5.1 Geographical Scope 6
1.5.2 Content Scope 6
1.5.3TimeScope 6
1.6 Significance of the Study 6
CHAPTER TWO 7
LITERATURE REVIEW 7
2.0 Introduction 7
2.1 Theoretical Review 7
2.2 Conceptual Framework 8
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2.3 Related S~dies . 9
2.3.1 Gender and Use of ICT 9
2.3.2AgeandUseoflCT 10
2.3.3 Education level and Use of ICT 11
2.3.4 Income level and Use of ICT 12
2.3.5 Occupation and Use of ICT 12
2.4 Research gap 13
CHAPTER THREE 14
RESEARCH METHODOLOGY 14
3.0 Introduction 14
3.1 Research design 14
3.2 Study population 14
3.3 Sample Size 14
3.4 Sampling procedure 15
3.5 Research Instrument 15
3.6 Instrument validity and Reliability 15
3.7 Data Collection Procedure 16
3.8 Data processing and analysis 16
3.9 Ethical Considerations 17
CHAPTER FOUR 18
DATA ANALYSIS, PRESENTATION AND INTERPRETATION 18
4.0 Introduction 18
4.1 Response Rate 18
4.2 Demographic Data 18
4.2.1 Gender of the Respondents 18
4.2.2 Age of the Respondents 19
4.2.3 Educational Level of the Respondents 20
4.2.4 Income level of the Respondents 20
4.2.5 Occupation of the respondents 21
4.3 Analysis of ICT use by Customers 21
4.4 Internet Banking 21
4.5 Analysis of use of Internet banking among customers 21
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4.5.1 Telephone banking .23
4.5.2 Uses ofATMS 24
4.6 Analysis of dependent and independent variables 25
4.6.1 Testing for normality of the data 25
4.6.2 Gender and use of ICT 26
4.6.3 Age and use of ICT 26
4.6.4 Education level and use of ICT 27
4.6.5 Income level and use of ICT 28
4.6.6 Occupation and use of ICT 29
CHAPTER FIVE 30
DISCUSSIONS, CONCLUSIONS, RECOMMENDATIONS LIMITATIONS AND
FURTHER WORK 30
5.0 Introduction 30
5.1 Discussion 30
5.2 Conclusions 30
5.3 Recommendations 31
5.4 Limitations 32
5.5 Further work 32
5.6 Chapter summary 32
REFERENCES 34
APPENDIX 1: LETTER OF TRANSMITTAL 38
APPENDIX 11: COMMERCIAL BANK CUSTOMERS 39
QUESTIONNAIRE 39
APPENDIX 111: CARRICULAM VITAE 42
ABSTRACT In Uganda Information and communication technology adoption has been a slow process due to lack of proper national policies that ensure quick adoption. Banking industry for instance has seen a gradual and faster growth in terms of ICT structure and IT platform. However, this investment in new ICT systems and new technologies has not been well accepted by the end users; the customer who still believe in the older slower ways of banking as compared to the new banking systems that are faster and cheaper. This study therefore sought to investigate the significant difference between demographic factors and use of ICT in the banking industry with specific reference to Centenary Bank Kansanga Branch Uganda. The study was guided by the following objectives; To examine the significance difference between gender and use of ICT, to examine the significance difference between age and use of ICT, to examine the significance difference between education level and use of ICT, to examine the significance difference between income level and use of ICT, to examine the significance difference between occupation and use of ICT. This study employed a descriptive survey research design using structured questionnaires to gather data from the respondents. This research targeted a population of 1000 centenary Bank customers. A sample size of 170 customers was selected using simple random sampling for analysis from this population. The data collected was analyzed by use of descriptive statistics. The findings were presented in terms of tables. The findings concluded that there is no significance between gender and use of ICT; there is significance between the age and use of ICT, There is no significance difference between educational level and use of ICT, there was also no significance difference between income level and use of ICT. Researcher recommends that banks should strive to educate their customers on the available technological advances and how to use them. The banks also need to invest heavily on modern technology that is user friendly, accessible and convenient to the needs of the customer. The findings will be of use to the Ministry on Information and Communication, the Government, Banking sector, Uganda Commercial Bank management and the customers in general.
