Effects of electronic banking on service delivery: a case of Barclays bank plc.

Abstract

The study aimed to establish effect of electronic banking on customer service delivery. The study examined whether or not customers are aware of the electronic service products, customers preference between banking in the halls and e-banking, customer patronage of electronic banking services and challenges customers face in using electronic banking services. This study was descriptive aiming at collecting first-hand information through administering a questionnaire to research participants. This study combined both qualitative and quantitative data approaches. The targeted population for this research was 201 consisting of bank management and staff, the bank customers and other stakeholders. 40 percentof this population was picked through random sampling technique giving a sample size of 80.A mixed method was used as a research tool, which involved collection of data using questionnaires and in-depth interviews. Quantitative data was analyzed using Statistical Package for Social Sciences (SPSS)while qualitative data was analyzed thematically, results were presented in tables, and charts using excel. The results established that most of the customers have heard of e-banking. Customers admitted they prefer banking halls to the electronic banking services in spite of the time wasted in queues and costs to get to banking halls as it is more secure. Majority of customers patronize more of banking halls than e-banking to conduct banking transactions.Further study based on what measures commercial banks are implementing to address the concerns of customers on the threats of using e-banking serviceswas recommended. It was also recommended that commercial banks need to lay out electronic infrastructure supporting e-banking across the country to take banking services were people are and work with telecom companies to provide an easy e-banking up on mobile phones to facilitate customer adaptation to e-banking service.