Delivery channel technologies and performance of equity bank (Kenya) ltd
Ndung'u, Christine W
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Globalization has led to tremendous growth in innovation and use of technologies in organizations and the banking industry has not been left behind. Banks are investing heavily in various innovations and technologies in an effort to improve their performance and to keep up with competition. Equity Bank (Kenya) Limited is one of the organizations that has embraced innovations and adopted various delivery channel technologies in an effort to meet their customer needs. This research was a case study that sought to identify the delivery channel technologies that Equity Bank (Kenya) Limited has adopted and their effect on the performance of the bank. Primary data was used in the study so as to enable objective findings. The data was collected through interview guides so as to allow more probing on the respondents who were the senior managers of the bank. Being qualitative in nature, content analysis was used to analyze the data collected. The findings of the study indicated that the bank had adopted mobile banking, internet banking, e-funds transfer and agency banking as their delivery channel technologies and the same has a positive effect on the operational performance of the bank in terms of improving efficiency, effectiveness and quality of services provided. The research recommends more investment on educating the customers and creating more awareness on the available technologies so as to reap their full benefits. The study also recommends further research to quantify the effect of the delivery channel technologies in terms of financial performance.
University of Nairobi