| dc.description.abstract | The study sought to establish the influence of consumer education on the uptake and usage of branchless banking in peri-urban areas of Kenya: a survey of Bondo Township, Siaya County. During the last decade, there has been tremendous growth in branchless banking penetration in many countries across the globe and most interestingly in a number of developing countries. As providers design and launch branchless banking services, one crucial element that tends not to be given sufficient attention is the customer's experience with the service. Branchless banking is the way to go for most countries striving to achieve full financial inclusion, although there are challenges associated with this model which include lack of enough understanding of formal financial services, low level of consumer trust in mobile banking and bank cards. The study was guided by four specific objectives that focused on establishing the relationships between advertising media, interpersonal communication, perceived usefulness and perceived ease of use towards usage of branchless banking. From a total population of about 35000 customers of both ATM machine and M-pesa, a sample of 395 respondents was used whereby convenient sampling was used. Questionnaires were administered by the researcher to bank customers in Bondo Township. The study was guided both by unified theory of acceptance and the use of technology and the technology acceptance model (TAM). After the data collection, data gathered were analyzed using descriptive statistics and the findings' presentation was done using frequency tables, percentages and means using Spreadsheet (Excel) program. The probit model was further used to carry out multiple regression analysis. The results were that consumer education play vital role in the usage of branchless banking by addressing potential challenges and not much has been put in place by telecom companies and banks to educate the clients and training done by personal contact of the service providers' staff to the clients provided long lasting understanding on the usage of the model thus influencing them positively on how they relate with the branchless banking service. The study further found that advertising media, interpersonal communication, PU and PEOU positively affect the usage of branchless banking. The study recommends that branchless banking service providers should set up more customer care desks in the peri-urban centers so as to help address challenges faced by the clients. Lastly, further studies should done on the same title in other peri-urban settings in Kenya for comparison. | en_US |