Service Delivery Technologies and Performance of Commercial Banks in Kenya

Abstract

Despite the potential benefits of Service Delivery Technologies, there is debate about whether and how their adoption improves bank performance. This study used some relative measures such as return on assets, frequency of usage to uncover the impact of service delivery technologies on banking performance. This study addresses this gap. This study involved gathering data that described the events and then organized, tabulated, depicted and described the data collected. The research data was collected through use of questionnaires and only primary data was used. The respondents were employees of commercial banks in Kenya. Data was collected from all the 44 commercial banks in Kenya. From the analysis of data collected, it can be seen that investment on Service Delivery Technologies has been a key element in productivity and growth in the banking industry. This study indicates that Service Delivery Technologies enables banks to offer a broad variety of services to customers.