Relationship between customer related factors and the choice of electronic banking in Kenya. A case of standard chartered bank Kericho branch.
Electronic banking has been largely adopted by most banks over the world and many more banks are increasingly adopting the electronic banking platform. In Kenya most of the banking sector players have really invested in the infrastructural part to really develop and support the electronic banking platforms. These channels have been strongly supported by the Kenyan banks and the banks have constantly improved the simplification in their use. In spite of all this effort and attention by the banks directed towards the electronic banking platforms, the channels have not received a similar attention from the end users. This study was therefore carried out to establish the relationship between customer related factors and the choice of electronic banking in Kenya. The study was guided by the following objectives: To investigate the extent to which customer knowledge on the availability of the various types of electronic banking influences the choice of electronic banking in Kenya, to establish the extent to which customer demographic factors influence the choice of electronic banking in Kenya, to examine the extent to which customers’ privacy and confidentiality influence the choice of electronic banking in Kenya. To determine the extent to which customers’ type of settlement influence the choice of electronic banking. (Whether urban, or rural).Correlational research design was adopted because it facilitates comparison of the variables. A sample size of 316 customers who are the users of one of the electronic banking channels the, ATM, was selected from a target population of 1,797 customers using the Krejcie and Morgan formular. Data was collected by the use of questionnaires administered by telephone interviews to both men and women customers in the sample size from the information mined from the bank’s ATM machine. Quantitative data was analysed using correlation statistics to study the relationships between variables and regression analysis. Qualitative data was analysed using descriptive statistics in the form of frequencies and percentage with the aid of SPSS (Statistical Package for Social Scientists)and with the aid of SPSS (Statistical Package for Social Scientists)..Reliability of the instrument was catered for by carrying out pilot testing of the instruments on 1/10 of the sample size using half split technique where the total number of the sample was divided into halves and a single test administration was conducted in the groups and the results correlated out of which correlation coefficient was determined and used to test the reliability. The following conclusions were made; Customers knowledge on the existence of electronic banking influences the choice of electronic banking; Demographic factors of age, education level, level of income and occupation all have a relationship on the customers’ choice of electronic banking; privacy and confidentiality is highly regarded by customers and this plays as significant role over the electronic banking a customer chooses finally the customers settlement type influences the customers’ choice of electronic banking. Based on the findings he following recommendations were made; the bank should come up with electronic banking platforms specifically tailored to the needs of the older generation. Standard chartered to improve on customer education and awareness. The bank should at least consider putting in place other ATMs locations away from the town Centre so as to be of reach to those customers in rural areas. The bank should lower the salary level requisite for customers to obtain credit cards.