Examining the Digital Products and Technologies Currently Being Used by Commercial Banks in Resource-Constrained Environments: A Case of Uganda

Electronic banking was introduced in commercial banking in Uganda in 1997. However adoption of digital banking remains low, with only 39% of the banking population actively using Digital banking. This study examines the current digital products and technologies offered by banks in low resource settings, using Uganda as a case study, to inform strategies that can enhance adoption. The study employed both quantitative and qualitative approaches, including; Observations, an Online survey of 14 Bank IT Managers, and questionnaires to 1512 customers from three randomly selected banks. Experts opinions were compared with customer insights to refine conclusions. Findings show that most banks offer similar digital products and technologies, such as mobile wallets, web banking, debit/credit card platforms, limiting consumer choice and reducing satisfaction. A mismatch exists between the digital products and technologies offered and customer expectations, creating adoption barriers. quantitative analysis highlighted usage trends, while qualitative data provided insights into challenges and perceived benefits, enabling the derivation of user-centred requirements. The results are relevant to commercial banks, central banks, policymakers, financial planners, and fintech companies. The study contributes to the body of knowledge through the application of the Diffusion of Innovation process-covering knowledge, persuasion, decision-making, implementation and confirming stages-as applied to digital banking. Furthermore, the market-share-based sampling approach ensures regional representation and allows exploration of digital divide issues across Uganda.