Mobile Banking Strategy And Performance Of Kcb Limited Kericho County, Kenya

ABSTRACT

Banking institutions encounter a lot of problems ranging from debt crises to exponentially increasing rivalry in the market which affects their performance significantly. Currently, customers of financial institutions are well informed and have all the information regarding the operations of such institutions and as a result they have created brand and product loyalty. This has been escalated by the introduction of mobile banking services in financial transactions and hence financial institutions are now experiencing difficulties in embracing new technological advances. With introduction of mobile services in the banking industry, the commercial banks are faced with the challenge of embracing the new technological advances in the banking industry or lose business. To address the challenges of performance, financial institutions are supposed to adopt strategies to curb the problem of financial performance. This study aimed at investigating the effect of mobile banking strategies on firm performance of KCB Kenya Limited. The study is significant to KCB Bank and academic knowledge. The study was guided by four theories; theory of performance, diffusion of innovation theory, financial intermediation theory, and delegation monitoring. Descriptive research design was used. The target population was 100 which included employees, departmental heads and managers of KCB Bank Kericho County. The sample size of 30% of the target population which was 30 respondents was selected using simple random sampling. Questionnaire were used to collect data. The collected data was analyzed using descriptive and inferential statistics. SPSS version 21.0 was used to aid in data analysis. The results indicated that there is significant improvement in the firm’s performance due to cell phone strategies. The cell phone savings did not significantly improve performance of the firms but the cell phone credit, pay bill service and money transaction indicate significant input to the bank performance. The research recommended that there should be customer sensitization because the mobile banking strategies reduce cost of operation. Further research should be done mobile transaction on customer satisfaction and preference.