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The Effect
Of Automation In Banking Services
INTRODUCTION
Today’s
business environment is very dynamic and undergoes rapid changes as result of technologies information, increased
awareness and demands from customers business organization, especially the
banking industry of the 21st century operates in a complete and competitive
environment characterized by these changing conditions and highly unpredictable
economic climate. Information and communication technology ICT is at the centre
of the global change curve. Loudon and Loudon (1991) centered that managers
cannot ignore information system because they play a critical role in
contemporary organization .They point out that the entire cash flow of most
fortune 500 companies is linked of information systems.
The
application of information and communication technology concepts
techniques,policies and implementation strategies to banking service has become
a subject of fundamental importance and concern to all bank and indeed a prerequiste
for local and global competitiveness.ICT directly affects high managers
decided, how they plan and what products and service are offered in the banking
industry. It has continued to change the very banks and their co-operative
relationship are organized worldwide and the variety of innovative devices
available to enhance the speed and glorify of services delivery.
Financial
service producers should modify their traditional operating practices to remain
viable in the 1990’s and the decades that flow. They claim that the most
significant shortcoming in the banking industry today is wide spread failure on
the part of senior management in banks to group the importance of technology
and incorporate it into their strategic plans accordingly. The banking industry
has witnessed tremendous changes linked with the development in ICT over the
tremendous changes linked with the developments in ICT over the 16 years. The
guest for survival, global relevance, maintenance of existing market share and
sustainable development thus made exploitation of the advantages of ICT through
the use of automated devices imperative in the industry .This study evaluates
the response of Kenyan banks to this new trend and examines the extent to which
they have adopted the innovative technologies in their operations and the
resultant effects (Horald and Jeff1995).
Information
technology and communication has provided self service facilities(automated
services) fromwhere prospective customers can complete their account opening
documents direct online .It assists customers to validate their account numbers
and receive instruction on when and how to receive their cheque books, credit
and debit cards (Loudon and Loudon 2001).
TABLE OF
CONTENTS
DECLARATION.
DEDICATION.
ACKNOWLEDGEMENT.
TABLE OF
CONTENTS
INTRODUCTION
1.1
BACKGROUND INFORMATION
1.2 PROBLEM
OF STATEMENT
1.3
SIGNIFICANCE OF THE STUDY
1.4 SCOPE OF
THE STUDY
1.5 GENERAL
OBJECTIVES
1.6 SPECIFIC
OBJECTIVES
1.7
JUSTIFICATION
1.8
LIMITATION OF STUDY
CHAPTER TWO
2.0
LITERATURE REVIEW
2.1
INTRODUCTION TO LITERATURE REVIEW
2.2 REVIEW
OF THEORETICAL LITERATURE
2.2.1 What
is automation
2.2.2
Automation services
2.2.3
Drivers of Automation
2.2.4 Types
of Automation
2.2.5
Benefits of Automation
2.2.6
Problems of Automation
2.3 REVIEW
OF ANALYTICAL LITERATURE
2.4
CONCEPTUAL FRAMEWORK
CHAPTER
THREE
3.1
INTRODUCTION
3.2 RESEARCH
DESIGN
3.3 TARGET
POPULATION
3.4 SAMPLING
FRAME
3.5 SAMPLE
AND SAMPLING TECHNIQUE
3.6 DATA
COLLECTION INSTRUMENT
3.6.1
Questionnaire
3.6.2
Interview
3.6.3
Observation
3.7 DATA
COLLECTION PROCEDURE
3.8 PILOT
TEST
CHAPTER FOUR
4.1
INTRODUCTION
4.2 RESPONSE
RATE
4.3
QUANTITATIVE DATA ANALYSIS
4.4 EMPHASIS
ON USE OF AUTOMATION
4.5
RELEVANCE USE OF AUTOMATION PROCESS
4.6 NUMBER
OF YEARS WORKED BY THE RESPONDENTS
4.7 BENEFITS
OF USING AUTOMATION SERVICES
4.8
CONSIDERATIONS BEFORE USING AUTOMATION SERVICES
4.9 METHOD
USED FOR IMPLEMENTING AUTOMATION
4.10 THE
METHOD USED IN COLLECTING DATA
CHAPTER FIVE
5.0 SUMMARY,
CONCLUSION AND RECOMMENDATIONS
5.1
CONCLUSION
5.2
RECOMMENDATION
5.3 ANSWERS
TO RESEARCH QUESTIONS
5.4
RECOMMENDATION FOR FURTHER STUDIES
APPENDIX 1
LETTER OF
INTRODUCTION
APPENDIX 2
QUESTIONNAIRES
APPENDIX 3
WORK PLAN
APPENDIX 4
REFERENCES
39
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