Adoption of bring your own device to enhance customer service delivery in Kenya commercial bank

Abstract

Recent years have seen an explosion in consumer mobile computing devices and this has been accompanied by falling prices that make these mobile devices within easy reach of the common man. As a result, organizations that traditionally allowed access to corporate systems through fixed company owned computers are seeing increased numbers of employees purchasing their own mobile devices and demanding to have them enabled to access corporate resources. This is what Bring your own device (BYOD) is. This study sought to find out the extent to which BYOD has been adopted in Kenya Commercial Bank, the accompanying influence on quality of services delivered to the customers. This was a case study of Kenya Commercial Bank and the Microfinance Unit, Nairobi Region was used as the unit of analysis. A structured questionnaire was used to collect data from respondents within the selected all branches in Nairobi region. These respondents who were microfinance officers based at the branches. The data was collected was analyzed using frequency, percentages, means, standard deviation The results were presented using tables and charts. The study found out that 100% of micro bankers apply BYOD in their daily work activities. The bank allowed them to use only their smartphones. Of the respondents interviewed, 100% were of the opinion that BYOD in its current form contribute to improved customer service delivery and even thought the same will immensely increase if they were allowed to use own laptops ansd enabled remote access to only the bank credit systems as well.