A survey on impact of ICT on business value creation in Kenyan Banking sector
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This study is an evaluation of the business value created by adoption of new integrated systems being implemented by the Kenyan banking sector. The new electronic age has transformed the production and marketing of banking services. Customers nowadays demand new and differentiated financial products and services. The main objective of this study was to examine the degree of adoption of ICT technologies in Kenyan banks such as Core banking system, Automated Teller Machine (ATM) networks, payment systems, Mobile banking, Tele-banking, Internet banking and the impact these technologies have on business values creation in the banks. In essence banks must search for new strategies of products development and marketing. With pressure from dynamic and advancement of information and communication technology (lCT), different electronic distribution channels have been adopted to meet the demands of customers. The data was obtained from employees of thirty banks out of a population of forty six banks that have recently installed new integrated Core banking systems and integrated the new technologies like MPESA Mobile banking, RTGS payment system, ATM banking, Tele-banking and Internet banking in order to enhance the business value creation and be competitive in the face of customer demands and sophistication. The data was collected through questionnaires filled by lCT and business managers of the respective banks on the spread of ICT technologies and its impact. The data was analyzed with the help of SPSS statistical software Version l7.0 it was found that the percentages of impact on local criteria, global criteria and customer services were 81%,82% and 80% respectively. The findings are that adoption of ICT has influenced the content and quality of banking operations thus creating value that enhances financial performance for the banks and customer satisfaction. ICT was found to present great potential for business process re-engineering of Kenyan Banks. Investment in information and communication technology formed an important component in the overall strategy of banking operators to ensure effective performance. In conclusion, it is imperative for bank management to intensify investment in ICT products to facilitate speed, convenience, and accurate services, or otherwise lose out to their competitors.
University of Nairobi, Kenya