ABSTRACT The adoption of internet banking as a platform for offering banking services is on a steady rise globally. The purpose of this study is to examine the factors influencing customer adoption of internet banking in Uganda. The study will utilize an Integrated Model Framework to investigate the factors that influence customer adoption of internet banking in Uganda. Variables will; be drawn from traditional models that offer separate and theoretically sound constrncts, namely; Theory of Perceived Risk, Technological Acceptance Model, Theory of Planned Behavior, Theory of Reasoned Action, Diffusion oflnnovation Theory and the ABC Model of Attitudes. The scope of the research are Ugandans who hold an account with any of the commercial banks in Uganda between July and August 2018. Questio1maires will be distributed to customers either inside banking halls or while entering or leaving the banking hall in sampled bank branches.

TABLE OF CONTENT

I • DECLARATION ...................................................................................................................... 1

Approval ................................................................................................................................... ii

ABSTRACT ............................................................................................................................ iii

TABLE OF CONTENT ......................................................................................................... iv

LIST. ?F FIGURES ............................................................................................................... vii

LIST OF TABLES ................................................................................................................ viii

ABBREVIATIONS AND ACRONYMS .............................................................................. ix

ACKNOWLEDGEMENT ...................................................................................................... x

CHAPTER 1 ............................................................................................................................. I

INTRODUCTION ................................................................................................................... 1

1.1. Background of the Study ................................................................................................. 1

1.1.1. Internet Banking (IB) .................................................................................................... I

1.1.2. Adoption of Internet Banking ...................................................................................... 2

1.1.3. Internet Banking in Uganda ......................................................................................... 2

1.2. Problem Statement ........................................................................................................... 2

1.3. Research Objectives ......................................................................................................... 3

1.3.1. Main Objective ................................................................................................................. 3 . '

1.3.2. Specific objectives .......................................................................................................... 3

1.4. Research Que~tions ........................................................................................................... 3

1.5. Significance of the study ................................................................................................... 4

1.6. Scope of the study ............................................................................................................. 4

CHAPTER 2 ............................................................................................................................. 5

LITERATURE REVIEW ....................................................................................................... 5

2.1. Introduction ...................................................................................................................... 5

2.2. Theoretical Framework for Adoption ............................................................................ 5

2.2.1. Perceived Risk Theory .................................................................................................. 5

2.2.2. Innovation Diffusion Theory (IDT) .............................................................................. 6

2.2.3. Technological Acceptance Model (TAM) .................................................................... 6

2.2.4. Theory of planned behaviour (TPB) ............................................................................ 7

2.2.5. Theory of Reasoned Action (TRA) ............................................................................... 8

2.2.6. The ABC model of Attitudes ......................................................................................... 9

2.3. Empirical Literature Review ........................................................................................... 9

2.3.1. Perceived Risk Factors and Adoption of Internet Banking ................................ 10

2.3.2. Diffusion of Innovation Factors and Adoption of Internet Banking .................. 11

2.3.3. Technology Acceptance Factors and Adoption of Internet Banking ................. 11

iv

2.3.4. Planned Behavior !