dc.description.abstract | The purpose of this study was to identify the critical success factors that are employed by
Equity Bank and analyze the impact of these factors on the performance of the bank. To
meet the objective of the study, a case study research design was chosen. The target
population of the study consisted of 35 key managers within the bank randomly sampled.
The major findings in the study showed that the implementation of critical success factors
was a major contributor to the performance of Equity bank. As such, the critical success
factors (technological development, pricing, human resources management, quality
service and operations, and marketing effectiveness) were viewed as essential in the
performance of Equity bank. The study further established that there were various
challenges that were faced during implementation of the critical success factors. The staff
was motivated and committed to implementing the critical success factors, though this
was not of much significance. Moreover, the management had been relatively effective in
implementing the critical success factors. The study revealed that Equity bank could be a
market leader in Kenyan Banking industry in the aspects of profitability and public
perception, given an appropriate time span, taking 2008 as the base year.
Recommendations based on the findings of this study propose the following measures be
taken by the organization: Implementation of critical success factors should be properly
addressed since it leads to high performance of Equity bank. Consequently the bank
should employ appropriate strategies on technological development, pricing, human
resources management, quality service and "operations, and marketing effectiveness.
Since any success is preceded by challenges, the bank shoultr not overlook the possibility
of the challenges, but rather manage them. Also, the bank management should prompt its
staff to be motivated and committed to implementing the critical success factors. The
bank should constantly review its strategies so as to be able to be a market leader in
Kenyan Banking industry in the aspects of profitability and public perception. | en |