| dc.description.abstract | Banks, among other organizations, have been facing a dynamic business environment that is
technologically driven, globally unbounded, and customer oriented. These challenges, among
many others, called for extensive search for suitable strategies to be adopted by organizations for
growth and survival in the changing and turbulent marketplace and as such major banks are
using branchless banking channels to deliver services and reach new clients through retail
outlets. Agents can provide multiple benefits: increase client convenience, reduce transaction
costs, and reach out to new customers thus it is important that the bank has clear strategies to
implement successful agency banking across the country. The objective of the study was to - determine the strategies adopted by commercial banks in Kenya in implementing agency
banking. The researcher applied a descriptive design and adopted a cross-sectional survey
approach. The target population comprised of all banks that had implemented agency banking
which included: Equity bank Kenya Limited, Family Bank Kenya Limited, Kenya Commercial
bank Limited, Co-operative Bank of Kenya Limited and Postbank Limited. The study used both
primary and secondary data. Primary d~ta was collected by use of a semi-structured
questionnaire with both open and closed ended questions while Secondary data was obtained
from annual reports and periodicals of the banks. The questionnaires were administered to
respondents in person using a drop and pick later method to ensure a high response rate | en |
