Effect of Information and Communication Technology on Service Delivery in Commercial Banks in Kenya
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 6
Abstract
Adoption of ICT has significantly altered banks operations and service delivery mechanism. Across the globe, banks have adopted technology in order to facilitate operation efficiency, service provision and cost reduction. This studywas undertaken todetermine the extent of ICT use, the benefits of using ICT andthe challenges experienced in the use of ICT in commercial banks in Kenya. A descriptive research design was used in which a questionnaire was administered to information systems managers and customer service managers in each of the banks. Descriptive statistics were used in the analysis. The results of the study show that banks in Kenya have adopted the use of ICT. Use of ICT has resulted in faster processing of customer requests, easy access to banking information and services, reduction of errors, provision of timely services and transaction alerts among other benefits. However, to realise the full benefits of ICT investment, banks in Kenya must train customers and employees on the use of installed systems, address customer security concerns, enhance user support and ensure good system user interface.
Authors and Affiliations
Dr. James T. Kariuki PhD
Keywords
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- EP ID EP411710
- DOI 10.9790/487X-2006052734.
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