Perceived Effect of Self- Service Technologies on Service Delivery at Cooperative Bank of Kenya

Abstract

The study sought to establish the perceived effect of self-service technologies on service delivery at Cooperative bank of Kenya. A case study research design was adopted. The study used primary data. Primary data was collected through an interview guide. Data collected was of qualitative in nature and the presentation of findings was of qualitative form. The study concluded that Automated teller machines, internet banking, mobile banking and agency banking enhanced service delivery at Cooperative bank of Kenya. This was realised through improved operational flexibility, cost-effectiveness, ease of access to financial services and information, improved security, transparency and accountability. The study further concludes that information provided by these channels ensured that the transfer of funds was faster as compared to manual banking system. The study concludes that Cooperative bank of Kenya faced numerous operational challenge that was experienced with the self-service channels. However, these did not supersede the satisfaction achieved by customers from the use of the self-service channels. This study recommends that Cooperative Bank should intensify the rolling out of self-service channels as this was found to enhance service delivery. The bank should invest on installation of many ATMs especially in rural areas for the purpose of attracting many customers in using self-service channels. Cooperative Bank should consider embracing electronic banking, this will help to eliminate, tedious paper work, make operations simpler, eliminate clerical errors, enhance information accessibility by customers as well as enhance the overall efficiency in operations thereby fostering quality in service delivery. Cooperative Bank should continue offering low transaction rates within their local agency points, this will lure customers to adopt the is as culture thus ensuring the future sustainability of the self-service channels system.