An investigation of client information privacy management: the case of commercial banks in Kenya
The aim of the study was to investigate the client information pnvacy management by commercial banks in Kenya. The objectives of the study were to establish the ethical decisions made by the management of the commercial banks in Kenya in management of client information privacy and to determine the impact on the relationship of the banks and the client with regard to how the banks managed the client's information privacy. To achieve these, the study adopted a descriptive survey in which all the commercial banks were studied. Data was collected by use of questionnaires which were in two categories, one for bank employees (management) and another for the bank customers. Data analysis was done using descriptive statistics such as percentages and frequency distributions. The study established that client information was stored in data bases, files and backups. The information was mainly collected for records purposes. The study established that client information was sometimes used for what it was not intended. It was evident respondent banks had computer ethics to guide in handling of records and banks had made attempts to protect client personal data through monitoring use of email by employees, educating the users on the need to observe organizational ethics, making sure that users performed their duties diligently and professionally, and ensuring that users maintained competency in their fields. Despite assuring customers of confidentiality, the customer privacy was still breached. The study established that these did not affect their relationship with the bank. The study therefore concluded that the bank employees behaved immorally after making immoral judgement and chose to breach client right to privacy and behaving unethically using computer technology to mismanage the client information and using it for what it was not intended for without the consent of the client. The study recommends that organizations develop strong computer ethics which will instil ethical behaviour among the employees. The study further recommends that only those who directly depend on the information to carry out their duties be given access to the client information. Otherwise any person who does not need the information be barred from accessing such information.