dc.description.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. | en_US |