Abstract
This study explores the influence of adopting branchless banking on traditional banking service utilization and trust in technological banking systems. A mixed-methods approach was employed, comprising both quantitative and qualitative analyses. A convenience sample of 55 participants was selected for the quantitative phase, with data collected through a self-administered questionnaire distributed via WhatsApp and email. The questionnaire utilized a 5-point Likert scale to gauge respondents' perceptions. Prior to full-scale implementation, a pilot study was conducted, and feedback from five experts was solicited to refine the questionnaire. Ethical considerations were paramount, with informed consent obtained from all participants before data collection. The qualitative component involved in-depth interviews with a subset of participants, allowing for a deeper exploration of their perspectives and experiences. Quantitative analysis revealed a significant positive relationship between adopting branchless banking and traditional banking service utilization (B = 2.89, p < 0.001), indicating that individuals who adopt branchless banking are more likely to utilize traditional banking services. Furthermore, the analysis demonstrated a strong positive association between adopting branchless banking and trust in technological banking systems (B = 6.41, p < 0.001), suggesting that branchless banking adoption enhances trust in technological solutions within the banking sector. Qualitative findings provided additional insights into the mechanisms underlying these relationships, highlighting the convenience and accessibility offered by branchless banking platforms as drivers of increased traditional banking service utilization and trust in technological solutions.
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