Use of Internet Banking Programmes and Resilience of Small and Medium Enterprises in Kisii Town, Kisii County, Kenya

Abstract

In the last two decades, the need for time and cost saving banking process for SMEs coincided with modern banks seeking to improve customer service and add value to banking experience for SMEs. Since internet banking aims to enhance the customer experience, the key factors that relate to the objective of internet banking warrant attention and investigation to facilitate informed decision making. Regardless of the fact that factors influencing the adoption and use of internet banking services has been extensively done in developed countries as opposed to developing countries in Africa like Kenya since technology adoption in these countries is still in its infancy. Therefore, this study investigates the determinants of SMEs’ use of IB in Kenya from users’ perspective. Descriptive survey will be applied where 132 SMEs in Kisii town will be interviewed. A structured questionnaire will be randomly administered to gather data information from the customers. The data gathered from the customers will be analysed using statistical tests conducted using MS Excel and SPSS version 20.0. The study identified perceived usefulness, ease of use, risk, and customer’s innovativeness as key factors influencing SMEs use of IB in Kisii County. The study recommends SMEs to embrace the use of IB so as to be resilient in hard economic times. The study recommends more representative study to be carried out of the whole country to be conducted because the findings could not be generalized for whole country.