dc.contributor.author | Muturi, Grace Mwihaki | |
dc.date.accessioned | 2013-08-28T09:28:01Z | |
dc.date.issued | 2013 | |
dc.identifier.citation | Muturi,G.M.,2013.Factors Affecting Customers’ Use Of Information And Communication Technology In The Banking Industry In Kenya. A Case Of Kenya Commercial Bank Nyeri, Kenya. | en |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/56290 | |
dc.description.abstract | In Kenya Information and communication technology adoption has been a slow
process due to lack of proper national policies that ensure quick adoption. Banking
industry for instance has seen a gradual and faster growth in terms of ICT structure
and IT platform. However, this investment in new ICT systems and new technologies
has not been well accepted by the end users; the customer who still believe in the
older slower ways of banking as compared to the new banking systems that are faster
and cheaper. This study therefore sought to investigate the factors that affect ICT use
by customers in the banking industry with specific reference to Kenya Commercial
Bank Nyeri, Kenya. The study was guided by the following objectives; To examine
how customers’ demographic characteristics influence their use of ICT, to find out the
influence of education on ICT use, to assess the influence of security concerns on
customers' use of ICT and to determine the influence of system quality on customers’
use of ICT.This study employed a descriptive survey research design using structured
questionnaires to gather data from the respondents. This research targeted a
population of 23,437 Kenya Commercial Bank Nyeri, customers. A sample size of
204 customers was selected using simple random sampling for analysis from this
population. The data collected was analyzed by use of descriptive statistics. The study
also used Pearson’s product moment correlation to test the relationship between the
variables under study. The findings were presented in terms of tables. The findings
concluded that gender had no influence on the use of ICT; there was a positive
relationship between the age of the respondents and use of ICT. Education level,
security fears and systems quality had a positive influence on the use of ICT The
researcher recommends that banks should strive to educate their customers on the
available technological advances and how to use them. Banks need to increase the
security systems so as to minimize thefts and fraud. The banks also need to invest
heavily on modern technology that is user friendly, accessible and convenient to the
needs of the customer. The findings will be of use to the Ministry on Information and
Communication, the Government, Banking sector, Kenya Commercial Bank
management and the customers in general | en |
dc.language.iso | en | en |
dc.publisher | University of Nairobi | en |
dc.title | Factors Affecting Customers’ Use Of Information And Communication Technology In The Banking Industry In Kenya. A Case Of Kenya Commercial Bank Nyeri, Kenya | en |
dc.type | Thesis | en |
local.publisher | College of Education and External Studies | en |