The impact of information communication technology (ICT) on banking service delivery: the case of Twiga Bancorp ltd

Investing in information communication technology costs substantial amounts of bank's resources. Many researches done on this area reveals some benefits accrued to the organization by investing in ICT including efficiency, productivity and customers' satisfaction. But little literature have been written on the impact that investing in ICT have on the organization's efficiency, productivity and customer satisfaction. Investing in ICT is expected, among others to increase the level of services to the satisfaction of customers by reducing their complaints, time spent in looking for the services and reducing work load to members of staff. Stakeholders in different organizations need to be well informed when making decision on investment in ICT so as to make a rational decision. Investing in ICT may not achieve the intended goals/objectives, due to the fact that any changes to be introduced are implemented by people. However, peoples' attitude towards changes differs. This study revealed, among others, factors which affects the level of satisfaction and manages the organizational politics, that need to be addressed so as to be able to get optimal benefits from investment made in ICT. The researcher examined both pre ICT and post ICT investment periods. Findings reveals that work load to members of staff have been reduced, but the current ICT system does not provide adequate information for decision making. The level of service delivered to customers has not been improved, customer expectations of unique services, such as electronic banking has not been addressed. Stake holders should expound those theories which determines the level of satisfaction of individuals and manages the organizational politics.