Abstract: The purpose of the study was to assess the effects of branchless banking channels on performance of Barclays bank in Kenya. The specific objective of the study was to examine the effect of speed/service quality from branchless banking on the performance of Barclays bank in Kenya. The service quality theory was used to underpin the study. The research used mixed research methodology. The population for the study was 116 Barclays bank branch bank staff, agent or customer in Kenya. The sample size was 80 bank staff, agent or customers. The instrument was questionnaire. The sources of data included records from Barclays bank, and other reliable sources. Data was analyzed using both quantitative and qualitative means. Pearson Correlation (r) coefficient was used to determine the relationship between speed/service quality and subscription of branchless banking and performance of the bank. The contribution of convenience of branchless banking channels services on r squared was found to be 78.1% and the value was significant at (F (78, 1) =282.953, p<0.01). This indicates that for bank to increase their profits, they should consider making branchless banking channels services more convenience to customers as there is positive relationship between the bank profit and branchless banking channels convenience and the test was significant. Branchless banking channels are based on modern technology like computer, internet services and other mobile devices. The moderated regression analysis showed that with inclusion of technology, the coefficient of speed increases. The study recommendation for banks, they should try to make sure that branchless banking channels service are designed in the way that customers can easily use them.
Keywords: Branchless Banking Profitability, Performance, Speed/Service Quality.
Title: Assessment of Branchless Banking Profitability Outcomes on Performance of Commercial Banks in Kenya: A Case of Barclays Bank Branches
Author: Bernard Situma Walela, Wilbrodah Mutsoli Muchibi, Josiah Roman Aketch
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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