A survey of critical success factors (CSF) adopted by commercial banks in Kenya

Abstract

The research report is about the critical success factors that enhance commercial banks in Kenya to gain a competitive edge on the market. The objectives of the study was to examine how Kenyan commercial banks utilized the following critical success factors, Banking relationship, Information Communications Technology (lCT, Customer convenience, robust human resource management, product range packaging and image, and cost of service, in their operation in order to gain a competitive advantage on the market. Data sources included primary and secondary data. The researcher used descriptive and analytical research data to find out the critical success factors and assess how banks in Kenya utilized the critical success factors in their operation in order to gain a competitive advantage on the market. The research involved interviewing one operations or branch manager in all the 43 commercial banks in Kenya. Being descriptive, the study aimed at finding out the critical success factors in the commercial banking industry in Kenya. Therefore it was modeled on a descriptive design due to the fact that it describes how the critical success factors have contributed to the performance of banks in Kenya. The findings reveal that a majority of the banks utilize various critical success factors in their operations; key among them is a robust human resource management with the highest score of 93%, applications of technical skills related to CSFs 92% and banking relationship 90%. It was concluded that commercial banks that identify and utilize CSFs are able to gain a competitive advantage over other commercial banks. From the study robust human resource management, technical skills, a good banking relationship and Information communication facilities emerged as the most important. CSFs. Customer convenience also received great attention by the management of banks as a CSF. The recommendations by the researcher include; application of best practices III the management of organizations human resources as it emerged out as a top critical success factor in an organization's service delivery strategy.