E-banking Technology in Kenyan Commercial Banks

Abstract

This study sought to relate factors affecting adoption as well as the implementation of E-banking in Kenyan banking industry with specific reference to the commercial banks. The study used a sample of 86 respondents and a structured questionnaire to collect primary date. Most banks were found to offer telephone banking, use of plastic money, mobile phone banking and internet banking and the entire banking industry offers Electronic Funds Transfers (EFTs), Automated Teller Machines and credit cards. Banks have adopted e-banking to reduce HR requirements, alter customer queuing pattern in the bank, increase operational efficiency, increase customer satisfaction and retention rates, and minimize the risk of carrying cash. Pressure from other banks and firms already using e-banking, bank’s ability to accomplish tasks more quickly using e-banking, flexible interaction and employees’ easiness in doing their job using e-banking affects e-banking adoption in the banks to a great extent. Also, top management involvement in the adoption of e-banking, bank’s perception that e-banking in line with its culture and values, financial industry pressure on banks to adopt e-banking and employees’ job performance using e-banking affected e-banking adoption in the banks to a great extent. The study found that e-banking consistent with existing technology infrastructure, easiness in learning to operate e-banking of operations, job effectiveness in bank’s utilization of e-banking and infrastructural readiness affected e-banking adoption in the banks to a great extent. Skillful human resources availability and availability of technological resources affected e-banking adoption in the banks to a great extent. The study recommends banks should offer telephone banking, use of plastic money and mobile phone banking to constantly improve its banking services provision to its customers. Banks should develop a proper ICT departments and the management should invest in ICT so that their innovation is up to pace with changes in technology with time. Customers should be enlightened on the services available and how to use them. Customers should be encouraged to use mobile banking since it’s easy to use, saves time and can be accessed anytime from anywhere. Financial institutions should retain convenience technology to satisfy their customers by training their employees on modern banking using technology