S

The Influence of Information Technology Innovation on the Operational Performance of Commercial Banks in Kenya

Show simple item record

dc.contributor.author Mbogo, Eunice
dc.date.accessioned 2017-11-16T13:26:52Z
dc.date.available 2017-11-16T13:26:52Z
dc.date.issued 2017
dc.identifier.uri http://hdl.handle.net/11732/3467
dc.description A Research Project Submitted to Chandaria School of Business in Partial Fulfilment of the Requirement for the Degree of Master of Business Administration (MBA) en_US
dc.description.abstract The purpose of this study was to establish whether ICT-based innovations influence operations performance of commercial banks in Kenya. The study was guided by the following research questions: How does ICT-based product innovations influence operations performance? How does ICT-based process innovation influence operations performance? How does ICT-based market innovations influence operations performance? A descriptive survey research design was adopted for this study. The study had a population of 43 commercial banks operating in Kenya, out of which, all were sampled for the study. Purposive sampling was used to identify operations managers who took part in the study. Data was collected using closed-ended structured questionnaire. Data was analyzed for descriptive statistics (frequencies and percentages) and inferential statistics (correlations and regressions) using Statistical Package for Social Sciences (SPSS) version 22 The findings on research question one revealed the existence of a statistically significant relationship between ICT-based product innovations and operations management. All components under product innovation, including tangible and intangible products, management support contributed to the significant relationship The second research question revealed that there exists a statistically significant relationship between ICT-based process innovations and operations performance. All components examined under ICT-based process innovation including process re-engineering, process management support, and customer service contributed to the significance of the relationship The third research question revealed existence of a statistically significant relationship between ICT-based market innovations and operations performance. ICT-based market innovation examined included use of Facebook platforms, Twitter, LinkedIn, and YouTube platforms, which, all contributed to the significance of the relationship This study concludes that all components examined in this study including tangible products, intangible products and management support, were all essential in determining operations performance at commercial banks. The study also concludes that management support, process re-engineering, and customer service delivery all contribute to enhancing operational performance of commercial banks. Finally, this study concludes that Facebook, Twitter, LinkedIn and YouTube social media platforms significantly contribute to commercial banks operational performance by advancing banks performance agenda, strategic operational objectives, and acquisition of new clients. This study recommends that management in commercial banks should develop ICT incubation centers within the banks that have the mandate to develop product innovations. This will not only enhance the banks competitive advantage, but also operational performance. This study also recommends that management in commercial banks should explore mechanisms for enhancing the use of process re-engineering particularly to old processes and products. This can only be enhanced by use of ICT-based processes within organizations. Finally, this study recommends that commercial banks should invest more resources in developing robust content for engaging social media platforms such as Facebook, Twitter, YouTube and LinkedIn. Facebook has millions of users daily; thus, enhancing use of Facebook means that more potential clients could be reached with the banks advertising and other relevant information necessary for operations performance. en_US
dc.language.iso en en_US
dc.publisher United States International University - Africa en_US
dc.subject Information Technology Innovation en_US
dc.subject Operational Performance en_US
dc.subject Commercial Banks in Kenya en_US
dc.title The Influence of Information Technology Innovation on the Operational Performance of Commercial Banks in Kenya en_US
dc.type Thesis en_US


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search Repository


Browse

My Account

Context