Technological Innovation and Organizational Performance of Commercial Banks in Nairobi City County, Kenya
| dc.contributor.author | Okumu, Sheila | |
| dc.date.accessioned | 2026-02-16T12:45:13Z | |
| dc.date.available | 2026-02-16T12:45:13Z | |
| dc.date.issued | 2025-11 | |
| dc.description | A Research Project Submitted to the School of Business, Economics & Tourism in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Business Administration (Strategic Management) of Kenyatta University, November, 2025 Supervisor: 1.Janet Muthimi | |
| dc.description.abstract | It is difficult to make a clear connection between technological innovation and organizational performance because of the gap between innovation and organizational performance, which has largely impacted banks and created a current threat in which the banking industry faces fierce competition from mobile money transfer companies. Over time, the banking outcomes have gradually improved as a result of this scenario, leading to lower earnings, decreased operational efficiency, and a perceived decline in customer service. This study looked into the whole concept of technological innovation and how it relates to organizational performance. This was done with a view to highlight whether the level of performance improvement in the banking sector can be directly attributed to technological innovation. The study specific objectives were; to determine the effects of internet banking on the organizational performance of commercial banks; to establish the effects of mobile banking on the organizational performance of commercial banks; and to assess the effects of electronic funds transfers on the organizational performance of commercial banks in Nairobi City County, Kenya. The research was grounded in the theories of diffusion of innovations, resource-based perspective theory, and Schumpeterian theory of creative destruction. The study primarily concentrated on both quantitative and qualitative data using a descriptive research approach. The population was made up of 44 commercial banks with active operations within Nairobi City County. Thirty banks were chosen using simple random sampling to supply the study's real participants. After this, stratified sampling was utilized to reach a total of 150 participants, comprised of 5 departmental heads from each bank. The questionnaire aimed to gather primary data. A pilot study was conducted two weeks in advance, involving three banks, to help the researcher evaluate the research tools. The test-retest method was used to ensure response consistency. Data analysis was performed using descriptive and inferential statistics in SPSS version 23. The findings were presented as frequencies and percentages through frequency tables, pie charts, bar graphs, and narratives. The participants were assured of anonymity and confidentiality, meaning their identities would not be disclosed. The findings showed that most banks have used internet banking over the last ten years, and this has enabled customers to pay their bills with ease. The level of mobile banking has been in the rise over the years and this is directly due to the increase in mobile phone ownership among the populations. Increased growth has been achieved as a result of mobile banking. Mobile banking had a positive significant level of 0.044 (P < .05). Electronic funds transfer has increased banks’ level of reach to customers, while also increasing security in the money transfer services. There is a positive significance between electronic funds transfer and organizational performance represented by the p value of 0.031 (P < .05). Most commercial banks have registered improved outcomes over the past ten years, shown by improved service efficiency, increased customer satisfaction, increased penetration of services, as well as an improvement in the levels of profitability. The study recommended that banks need to increase their use of technology in their provision of services. Further research should be done on the influence of technological innovation on financial performance of commercial banks. | |
| dc.description.sponsorship | Kenyatta University | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/32456 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Technological Innovation and Organizational Performance of Commercial Banks in Nairobi City County, Kenya | |
| dc.type | Thesis |