Factors Influencing the use of Agency Banking by Bank Customers in Makueni Sub-Country
This study focused on the factors influencing the use of agency banking by the residents of Makueni Sub-County, Kenya. The researcher was guided by four objectives; firstly, to determine the influence of agent characteristics on the use of agency banking by the residents of Makueni Sub-County, secondly, to determine the influence of the banking products offered by bank agents on the use of agency banking by the residents of Makueni Sub-County, thirdly, to establish the influence of agents’ operating hours on the use of agency banking by the residents of Makueni Sub-County and fourthly, to determine the influence of the banks’ location on the use of agency banking by the residents of Makueni Sub-County. The study used descriptive survey design and the target population was 276 bank customers in Makueni Sub-County. The respondents were selected using stratified and convenience sampling. Data was collected 255 respondents using questionnaires. Data analysis was done using both descriptive and inferential statistics with the help of statistical package for social scientists (SPSS). Qualitative data was analyzed thematically according to the study objectives. The findings of the study revealed that there was a strong positive correlation and a significant relationship between the agency characteristics and use of agency banking, agency banking products and use of agency banking, operating hours and use of agency banking and location of mainstream bank and the use of agency banking. The multiple regression analysis results showed that the banking products had a significant prediction of the use of agency banking by the residents of Makueni Sub-County. This study recommends that diversification of the products and services provided by the banking agencies in the study area as well as further research in the area to find out other factors influencing the use of agency banking.
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