Information and Communication Technology and Service Delivery in Commercial Banks in Kenya

Abstract

There have been many developments in information and communication technology (ICT) which have completely revolutionalized the way institutions conduct business. In the banking sector, developments in ICT have been more driven by the need to improve operational efficiency and customer service among other vital operational reasons. Furthermore ICTs have brought about a new dimension in banking institutions, that of enhancing the touchpoints the commercial banks have with their customers, with an aim of a differentiated customer service and customer experience. The study was conducted in commercial banks in Kenya and examined information and communication technologies in use and their contribution to customer service. The objectives were to determine the extent of ICT use, the benefits of using such ICTs and the challenges experienced in using ICTs in service delivery in commercial banks in Kenya. The findings of the study concluded that commercial banks in Kenya have largely leveraged on developments in ICT to deliver fast and efficient service, avail more banking information to the customer and offer banking convenience to geographically dispersed customers. Furthermore, ICTs have enabled banks to easily touch base with customers during special occasions such as birthdays and also delivery of reliable, fast and efficient service. All these contributions of ICT have brought about a positive experience to the customer and have helped improve customer satisfaction. The study further recommends more robust security measures to be put in place by banking institutions to curb cyber crime which is a major hindrance to ICT enabled service delivery