Is the Banking Organization Providing IT Enabled Services with Accuracy and Measured Against the Agreed Specifications

Abstract

The bank system is facing challenges with stiff competition and advancement of technology. Banks are utilizing the technology based self-service delivery channels to provide anywhere, anytime, anyway banking to customers thereby enhancing and enriching their service experiences. The paper is a research, based on the various issues involved in provisioning of banking services through self-service delivery modes such as ATMs, Internet banking and Mobile banking. Methodology applied included questionnaires, unstructured interview, documentary review and simple random sampling techniques were used to get the respondents. The findings of this study reveal that ATMs are widely used; with internet banking and mobile banking used mostly by certain niche bank customers and both are in the introductory phase with limited patronage. This study recommends that, Bank Management should improve employee’s incentives policies regarding customer care from time to time. Also Bank Management should conduct regular research on customers’ needs and wants and how to effectively satisfy them.