| dc.description.abstract | 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. | en_US |
