An Assessment Of The Impact Of Technological Innovation On Service Quality In The Retail Banking Industry In Kenya: A Case Of Family Bank Limited

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dc.contributor.authorMuinde, Philip James
dc.date.accessioned2020-10-12T08:56:35Z
dc.date.available2020-10-12T08:56:35Z
dc.date.issued2014-05-01
dc.descriptionThesisen_US
dc.description.abstractThe purpose of this study was to assess the impact of technological innovation on service quality in the retail banking industry. The research mainly focused on a case of one retail bank that has been at the forefront of investments in information technology (IT) so as to offer enhanced e-services to its customers, namely Family Bank. The research had four main objectives; to identify technological innovations adopted by Family Bank for e-based service delivery; to identify the e-based service delivery channels preferred by Family Bank customers; to examine customer expectations and perceptions of service quality for e-based services offered by the bank; and lastly, to evaluate the relationship between technological innovation and service quality in Family Bank. The findings of the study revealed that there were three main technological innovations for e-services in Family Bank; ATM, Mobile, and Internet banking. The key findings for the study revealed that most customers preferred ATM services and mobile banking services as compared to internet banking. Generally there was positive correlation along certain service quality dimensions in assessing the degree of relationship between expectations and perceptions. However, through gap score analysis, it was clear that several gaps still existed in service quality for aspects such as ease of use, reliability, security, and system availability. The study recommended that the bank focus on improving service quality by addressing these gaps through strategic intervention.en_US
dc.description.sponsorshipDaystar University, School of Business and Economicsen_US
dc.identifier.citationMuinde, P. J., (2014). An Assessment Of The Impact Of Technological Innovation On Service Quality In The Retail Banking Industry In Kenya: A Case Of Family Bank Limited. Daystar University, School of Business and Economics, Nairobi.en_US
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/3295
dc.language.isoenen_US
dc.publisherDaystar University, School of Business and Economics.en_US
dc.subjectTechnological Innovationen_US
dc.subjectService Qualityen_US
dc.subjectRetail Bankingen_US
dc.subjectKenyaen_US
dc.subjectFamily Bank Limiteden_US
dc.titleAn Assessment Of The Impact Of Technological Innovation On Service Quality In The Retail Banking Industry In Kenya: A Case Of Family Bank Limiteden_US
dc.typeThesisen_US

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