E-banking Strategies and Growth of Selected Commercial Banks in Nairobi City County, Kenya
| dc.contributor.author | Muthimi, janet | |
| dc.contributor.author | Mwele,Benjamin Mutua | |
| dc.date.accessioned | 2025-11-20T09:01:13Z | |
| dc.date.available | 2025-11-20T09:01:13Z | |
| dc.date.issued | 2024 | |
| dc.description | Research Article | |
| dc.description.abstract | Purpose:The growth ofKenyan commercial banks has been sluggish despite the widespread adoption of the latest trends. This delayed progress can be attributed to the uncertainty surrounding the outcomes of the devised e-banking strategies by management.The growth of commercial banks in Nairobi City County, Kenya has been significantly affected by the rate of adoption of technology, which is one of the latest trends in banking. A majority of the clients of commercial banks in Kenya have been hesitant to embrace the new trends in form of online banking in preference for traditional banking as a result of a lack of trust. In addition, there have been also some challenges in Point of Sale (POS) systems, e-banking transfers, virtual assistants, and chatbots.This research aimedto investigate the impact of e-banking strategies on the growth ofselectedcommercial banksin Nairobi City County, Kenya. Methodology:To achieve the study's objectives, a descriptive research design wasemployed. The target population comprised managers of commercial banks responsible for strategy implementation. The sample includedDigital Banking Managers, Operational Managers, IT Managers, Customer Relations Managers, Finance Managers, and Business Development Managers, totaling54 respondents.Before data collection, a pilot study was carried outto assess the feasibility of the research. Additionally, validity and reliability tests werecarried out to ensure the research instrument accurately measures its intended variables. Data was collected through a combination of closed and open-ended questionnaires, administered via drop-and-pick methods. Subsequently, the collected data wasanalyzed through descriptive analysis.Results:The study found that e-banking strategies, including SMS banking, POS systems, Electronic Bank Transfers, and virtual assistants/chatbots, significantly impact the growth of commercial banks in Kenya, despite challenges such as unread messages and interoperability issues. Conclusion:It was concluded that banks should address usability concerns, strengthen security measures, and prioritize user-centric designto maximize benefits. Recommendations include enhancing SMS banking usabilityof commercial banks, improving transaction security, and investing in technological innovations for operational efficiencyand competitiveness | |
| dc.identifier.citation | Mwele, B. M., & Muthimi,J. (2024). E-banking strategies and growth of selected Commercial Banks in Nairobi City County, Kenya. Journal of Strategic Management,4(3), 34-56. | |
| dc.identifier.issn | 2789-4851 | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/31963 | |
| dc.language.iso | en | |
| dc.publisher | EdinBurg | |
| dc.title | E-banking Strategies and Growth of Selected Commercial Banks in Nairobi City County, Kenya | |
| dc.type | Article |