The role of technological innovations on Performance of organizations within the banking Industry in Kenya (A Case of Equity Bank Limited)

Abstract

Technological innovations refer to the process through which technological advances are produced. The developments in technology have resulted in new delivery channels for banking products and services such as mobile banking. All these technological innovations contribute heavily in building customer base, capital base as well as enhancing their profitability which results to influence on their performance. None of the available studies has focused on the effects of technological innovation on the performance of Equity Bank Limited in particular hence the research gap. The main objective of this study was to investigate the effects of technology on performance of Equity Bank. A descriptive research design was used. The target respondents included the 161 departmental heads, assistant departmental heads and lower cadre staffs like the supervisors, accounts and finance officers from the head offices of the Bank. A sample of 30% (48 respondents) was selected using stratified random sampling. The study used of a questionnaire administered individually through drop and pick method. Quantitative data collected was analyzed by the use of descriptive statistics using SPSS and presented through percentages, means, standard deviations and frequencies and displayed by use of tables, figures and in prose-form where appropriate. The various technological innovations adopted by the bank affected its perforri1ance. The bank should determine the technical background of the majority of its customers before endeavoring into the use of advanced technologies by assessing the literacy level of its major customers, the specific needs of its target customers and the potential benefits accruing to customers through the use of current technologies. The technologies adopted should address various aspects like customer security, competitive strength, efficient service delivery, convenient locations, partnerships with several organizations and product development. There is need to address convenience, cost of services, awareness of internet services and benefits, ease of use, customer trust, security of transactions and accessibility aspects of technological innovations.