| dc.description.abstract | The use of technology has become prevalent in the current banking institutions. Due to the
competitive nature of this industry, almost every bank is embracing technology to increase its
competitiveness. This study establishes the relationship between technology and service quality
in banking industry, and determines the factors that lead to customer preference of different
electronic banking channels.
The research was carried through across-sectional survey design which questioned respondents
on e-banking services. The population of study mainly constituted of customers of banks within
the Central Business District (CBD), Nairobi. The respondents of the study were customers of
banks using e-banking services (internet banking, mobile banking and ATM). The sample in this
study consisted of 120 respondents who are users of the e-banking services. The data collected
was analyzed by use of frequency, percentage, means and correlation analysis.
The rank order of service dimensions indicated that, 66.2 percent of the respondents revealed
that, secure services as the most important dimension, followed by convenient location of ATM,
efficiency (not need to wait), ability to set up accounts so that the customer can perform
transactions immediately, accuracy of records, user friendly, ease of use, complaint satisfaction,
accurate transactions and operation in 24 hours.
The study though successful, had some limitations in response rate due to suspicion by
customers of any inquisitive personality especially on technological issues which are believed to
have posed a lot of theft cases in the banks. The customers of the banking institutions were also
very busy and as such dedicating their time to fill the questionnaires was problematic. | en |
