| dc.description.abstract | Technology-based self-service has greatly changed the way that ser
vice firms and consumers interact, and are
raising a host of research and practice issues relating to the deliver
y of e-service which has become increasingly
important not only in determining the success or failure of electr
onic commerce, but also in providing consumers
with a superior experience with respect to the interactive flow
of information. The purpose of this research paper
was to establish the relationship between technology and service qualit
y in the banking industry in Kenya. The
research was carried through across-sectional survey design which questi
oned 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 responde
nts who are users of the e-banking services.
The data collected was analyzed by use of frequency, percentage,
means and correlation analysis. The findings
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, accur
ate transactions and operation in 24 hours. | |
