| dc.description.abstract | A global explosion in the use of electronic commerce has been witnessed in recent
times with the monetary value of products and services exchanged electronically being
estimated at above US$ 7 trillion in the year 2004. Research has followed the same pattern
especially in investigating factors influencing the adoption and effectiveness of e-commerce
in retail businesses. However, little has been done to establish these factors in electronic
banking (e-banking) in developing countries. Are customers satisfied by the services offered
by the e- banking channels as compared to the traditional over-the counter service? Statistics
obtained on number of over the counter transactions in these banks in the past one month
indicated that indeed, over the counter transactions are still preferred by many clients. The
question that is raised then is why? The purpose of this research was to establish the
influence of electronic banking services on customer service delivery in banking industry in
Bungoma County, Kenya. The objectives of the research were to: determine how of
Information Communication and Technology influence customer service delivery; evaluate
how customer service delivery is influenced by mobile devices; establish the influence of
electronic banking in customer service delivery and explore the influence of bank employees
in e-banking services and customer service delivery in the banking industry in Bungoma
County, Kenya.
The Theory of Reasoned Action, (TRA) which was developed to better understand
relationships between attitudes, intentions and behaviors (Fishbein, 1967) was used in the
theoretical framework. . This is one of the most important theories that are used to explain
human behaviors. The study was conducted using cross-sectional design in which the
researcher collected data at one point in a time and analyzed it instead of following the target
population in order to analyze changes in behavior over a long period of time. The target
population was 308 correspondents drawn from heads of electronic banking and their
immediate reporters in ten commercial banks in Bungoma County. A sample size of 174
correspondents was used. Data was collected through questionnaires, open-ended semistructured
interviews and focused group discussions. Data analysis technique was by content
analysis method. Data was analyzed in chapter four and represented in tables. Summary,
conclusions and recommendations were made in chapter five. The study findings showed a
great influence of e-banking services on customer service delivery. The study suggests to the
banks to give high priority to customer service delivery and consider electronic banking as
important key drivers towards successful implementation of customer service delivery.
Recommendations include the following; Banks to continually train their staff on IT to
realize benefits of e-banking both to them and their customers, which in turn improves
customer service delivery. To the government, for Electronic transactions, which utilize the
PIN, the PIN must be recognized by the Court as being key and crucial to such transaction
and there must be a method of upholding its validity in a transaction. This assures users of
security while using e-banking services. Also, banks need to regularly carry out customer
surveys so as to understand their customer needs and develop e-banking services with
customer driven strategies. | en |
