Influence of Monitoring and Evaluation Strategies on Internet Banking Performance: a Case of Investment & Mortgages Bank, Kenyatta Avenue, Nairobi, Kenya
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Date
2016Author
Wausimue, Penninah
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
Organization‟s total risk profile, the risk levels and risk appetite related to customary banking,
specifically operational, reputational, legal, and strategic risks have been escalated by Internet
banking distinctive characteristics. It is generally hard to conclude if the desired outcomes are
being attained and what remedial measures to take to ensure accurate delivery of planned results
in case of lack of effective monitoring and evaluation strategies, and whether initiatives are
making positive contributions. Thus, this study examined the influence of monitoring and
evaluation strategies on internet banking performance with reference to benchmarking,
monitoring and evaluation planning, budgeting and piloting. The finding of this study would be
of significance to bank managers, as it would increase emphasis on the role of monitoring and
evaluation of internet banking projects implementation. This study used an exploratory and
descriptive survey research design and was carried out at I&M Bank Limited. This study
undertook a census of the 59 employees of I&M Bank Ltd-Kenyatta Avenue Branch. Data for \
was obtained using interview schedules and questionnaires, which were dropped to the sampled
respondents and picked after 2 days. A pilot test was executed using 10% of the population and
the dependability of the questionnaire; the study used the Cronbach alpha (α) coefficient. The
data obtained was analyzed using descriptive statistics and the Pearson product moment
correlation and then presented using tables. The study provided answers to the research
questions. The study found out that competitive benchmarking helped improve firms‟ products,
services or work processes to enhance its competitive strategy and performance. The study found
out that monitoring and evaluation planning ought to be a vital element of any planned ICT
program and also ought to be taken into account during the planning stage, before a project
begins. The study also found out that budgeting assisted in decision-making and facilitated the
more efficient allocation of resources for project implementation and performance. The
correlation results established a positive and significant relationship between internet banking
performance and monitoring and evaluation planning, budgeting and piloting. The study
concludes that there is a noteworthy relationship between monitoring and evaluation planning
and internet banking performance. There is also substantial positive association between
budgeting and internet banking performance. The study also concludes that there is a
significantly positive relationship between piloting and internet banking performance. The study
recommends that banks should also evaluate the best practices benchmarked from other firms to
help gain strategic, operational advantage in the implementation of internet banking. Commercial
banks should also formulate policies that engages monitoring and evaluation planning as a
fundamental component of any planned ICT program. Effective monitoring and evaluation
strategies ensure coherence and continuity of a project from design to it implementation thus
enhancing a reliable internet banking program. The study, therefore, recommends that the banks‟
ICT department ought to do adequate piloting before fully engaging in internet banking
programs so as to ensure successful execution of internet banking
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
- Faculty of Education (FEd) [6020]
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