Ex-Post Evaluation Of Banking Systems And Service Delivery In Commercial Banks In Kenya: Case Study Of National Bank Of Kenya

Abstract

This study examines how commercial banks in Kenya carry out ex-post evaluation of their banking systems. It describes the evaluation elements that are considered key by various stakeholders and also examines whether those elements are actually taken into consideration during the evaluation. The study examines whether evaluation carried out after implementation of a banking system has any impact on service delivery in the banks. The researcher used a case study of National Bank of Kenya which is one of the commercial banks to seek answers to the research questions. Data was collected from respondents using open ended interview guides and review of some project documents. Findings of the study revealed that ex-post evaluation should lead to some corrective actions being taken to rectify system parameters, improve its functionality and cleanse data that is hosted in the system. Stakeholders expect some benefits to be realized from the ex-post evaluation exercise and such benefits include enhanced system performance and availability, improved revenue, cost savings and better system usability. The study established that ex-post evaluation of a banking system impacts service delivery. However, evaluation alone does not result into better service delivery, but when evaluation is followed by appropriate actions, service delivery is impacted. The study suggests that with further exploration, a model can be developed to be used by commercial banks in Kenya to conduct action-oriented ex-post evaluation so as to ensure that such an exercise impacts service delivery positively.