Operational Challenges In The Implementation Of E-banking At The National Bank Of Kenya

Abstract

The banking industry locally and internationally has continued to embrace adoption and implementation of E-banking products and services given the discussed benefits that arise, such as lowering operations cost quick and convenient delivery of services to customers and value addition to the banks services. This study investigated on operational changes in the implementation of e-banking at the National Bank of Kenya which included, commitment by top management, qualification of ICT personnel to handle e-banking projects, operational and reputational risks involved and ICT policies that favour proper implementation of e-banking products and services. The research is descriptive and was a case study for National Bank of Kenya. The study used primary data collected through a self administered questionnaire with closed and open ended structured questions. The data from the completed questionnaires was coded and entered into the computer using the Statistical Packages for Social Sciences for analysis. The findings of the study were that indeed the top management commitment, qualification of ICT personnel, the operational risks and ICT Policy that support e-banking implementation affect the implementation of e-banking at the bank. The researcher concluded that the management of the bank needs to ensure that committements by the top decision making management staff in both word and conduct, and have the right personnel to work in the IT /project departments, ensure proper operational procedures are followed and participate in ICT policy making in the country for the financial industry.