Information and Communication Technology Support Practices and Service Delivery in Kenyan Banks

Abstract

Banks are financial institutions that are authorized by the government to accept deposits, pay interests and loans as well as providing other financial services to customer. The use of effective ICT support practices had been applied differently in the market. Some customers find the worth of using these services while others are still reluctant to use these services. This study was guided by three objectives; to determine the ICT support practices adopted by the Kenyan banks, to establish the challenges faced in ICT support service provision and to establish the relationship between ICT support practices and service delivery in the Kenyan banks. To accomplish this goal, the study applied a census survey to determine the relationship between the ICT support practices and service delivery in the Kenyan banks. The target population was 47 Commercial banks. Data was collected with the help of questionnaires that were administered through a drop and pick later method. The data was analyzed using descriptive statistics and it was interpreted using frequency, percentage, mean and the standard deviation. From the findings; it can be affirmed that ICT support practices has a great influence on of service delivery. A lot of information has also been availed to the customers hence enabling them to make more conversant decisions. Commercial banks are using information technology to create value-based services to their customers in order to remain competitive globally. The study recommends that commercial banks keep adopting ICT support practices since it has brought a total paradigm shift in the performance and customer service delivery in the banking industry. In order to match up with global growth, improve the quality of customer service delivery and improve efficiency, banks require to extensively invest heavily in ICT support practices. The study also recommends that commercial banks should invest more resources in modern technologies. This is critical in enhancing increased customer access to banking services and products and eventually effective service delivery. This will enhance flexibility and convenience resulting into increased customer satisfaction.