Critical Success Factors in Operations Performance in Commercial Banks in Kenya

Abstract

Banking faces challenges such as new regulations, global financial crisis, declining interest margins, uncertainty over the banking bills and insecurity. To overcome these challenges, there is a need for managers in the banking industry to analyze critical success factors that affect management strategies. The main objective of the study was to establish factors that affect operations performance of commercial banks in Kenya. The research was motivated to find out the factors affecting operations management performance of commercial banks in Kenya and how operations management enhance successful creation of products and services in commercial banks. This study is a descriptive survey of commercial banks in Kenya. A census survey was conducted in which all commercial banks in Kenya considered in the study. Questionnaires were used to collect primary data. The data was analyzed thorough content analysis. The study findings indicate that operation performance in commercial banks is greatly enhanced by quality, efficiency, speed, reliability, flexibility, innovation, cost, adoption of new technology, exploration of new markets, strategic determination and attendance to constraints in the bank, introduction and modification of new services, strategic direction of the organization and more sale of existing products and services. Moreover, operation performance of commercial banks is influenced by regulatory control by central bank of Kenya, pressure for change due competition and technological change in the banking sector, economic environment, social cultural environment, political environment and organizational culture of the bank.