Bachelor of Laws - Kampala Campus

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Customer Awareness and Response to Digital Banking Fraud in Uganda's Financial Sector
(Uganda Christian University, 2025-05-29) Desire Alison Naikoba
In the last few decades, financial institutions have made huge investments in technology to reduce their cost and improve customers’ experience. This is because technology was growing, affecting various economic sectors the banking industry. Digital banking then manifested itself because the internet and mobile devices were widely adopted. This system came with an intolerable evil, “fraud.” Security and customer trust are, however, necessary to maintain the bank customer relationship. This study, therefore, goes on to discuss the level of customer awareness and response to digital banking fraud in Uganda’s financial sector, looking at the different types of digital banking fraud. This inspection was done through different case studies as a diagnostic technique involving theoretical analysis of cases adjudged by courts in Uganda, existing literature, and legislation. This study observes that the financial institutions have tried to promote customer awareness but face some challenges in promoting the same. The study, therefore, suggests measures that financial institutions can implement to enhance customer awareness and prevent digital banking fraud.