The Effects of Mobile Banking Service on Customer Service Delivery at Kenya Commercial Bank Moi Avenue Branch

Abstract

The purpose of this research was to find out the effects of mobile banking service on customer service delivery at Kenya commercial bank Moi avenue branch. The study was guided by two specific objectives: establish the extent to which Kenya Commercial Bank, Moi Avenue Branch has implemented mobile banking service and determine the effect of mobile banking service on customer service delivery at Kenya Commercial Bank, Moi Avenue Branch. The study took the form of a case study with a population of 5000. A sample of 500 respondents was selected from the 5000 customers of KCB Moi Avenue branch. Data was collected from the respondents through a structured questionnaire. The collected data was analyzed using descriptive statistics and correlation analysis. The results were presented in tables. The study established that KCB Moi Avenue branch has adopted a number of mobile banking services to great extent. These services include: balance enquiry, funds transfer from one KCB account to another, funds transfer from KCB to another bank, funds transfer from a KCB account to an M-pesa account, cash deposits and withdrawals, ordering of statements using the mobile banking platform and ordering of cheque books. Mobile banking service has assisted greatly in improving various aspects of customer service delivery such as providing timeless banking to the customers; reduction of queues and reduction of time to access banking services.