Information Communication Technology Strategies and Performance of Selected Commercial Banks in Mombasa County, Kenya
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Date
2023-11
Authors
Kabaji, Elly
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Most firms are strategizing to raise the size of investing in ICT because of the advantages that are growing on such investments and as a result ICT department are under increasing pressure to attain an above average performance by the use of ICT. Firms work in a dynamic business condition. Firms thus need to think of procedures for increasing performance and one of them is selection of ICT to encourage simpler and quicker procurement and dispersal of data. The research aimed at establishing the impact of information communications strategies on the selected banks. The key objectives of the study included determine the effects of ATMs, Debit cards, mobile and internet banking on selected Mombasa County’s chosen banks. The research was guided by three theories namely, technology acceptance model, Agency price Theory and knowledge Systems Success Theory. The research employed descriptive design where it sampled 196 respondents using simple random sampling. The findings indicated that ATMS usage (β=0.182) and Debit cards application (β=0.180) have a significant influence on Performance of Commercial Banks. Furthermore, it was observed that Mobile Banking Services (β=0.478) together with Internet Banking (β=0.160) contribute significantly to the Performance of Commercial Banks. The study concludes that the effectiveness of a company and its capacity for expansion are significantly influenced by the availability of its ATM services. Moreover, utilizing debit cards eliminates the need for carrying cash or paper checks while making purchases. Furthermore, mobile banking services can facilitate speedy access to financial services. Internet banking allows customers to operate their accounts anytime thus making it possible for banks to operate more cheaply per service unit. The study recommends that in order to enhance security with ATM utilization risk management systems must be utilized using secure authentication methods to control frauds in the banking industry. Secondly, banks should concentrate on cutting-edge ideas like fraud metrics, advanced analytics, and technological initiatives. It can be recommended that banks need to deploy a more secure mobile banking system. Banks should prioritize making significant investments in the infrastructure for online banking thereby helping the business gain a competitive edge. Findings from the research will help supervisors of planned firms whose principal targets are to improve banks' performance.
Description
A Research Project Submitted to the School of Business, Economics and Tourism in Partial Fulfillment of the Requirements for the Award of Master of Business Administration Degree (Management Information System) of Kenyata University, November 2023.
Keywords
Information Communication Technology, Commercial Banks, Mombasa County, Kenya