Mobile banking and performance of commercial banks in Kenya

Mobile banking is the provision of banking services using the mobile phone. In keeping with the advancement in technology, commercial banks have in the recent past undergone major technological leaps in the provision of banking services by adoption of mobile banking technology. This model of banking is particularly useful in providing efficiency and accessibility of banking services without the barriers of location and time. Many studies have been done to assess the impact of mobile banking on financial inclusion. Not many known studies have been carried out in the Kenyan banking sector in respect of the impact of mobile banking on performance of commercial banks. This research sought to study the relationship between mobile banking and performance of commercial banks in Kenya. The setting of this study was Kakamega town where banks operating in the town were studied. To attain this, the banks perceptions and attitudes towards mobile banking, and its effects on performance on financial and customer based measures were assessed by administering questionnaires to the customer service and operations staff. Various journal articles, print media articles, and books were reviewed to provide findings of previous work on the area of study. This study was correlational in nature as it sought to fully describe all the key variables under study and establish the relationship among the variables. A structured questionnaire was used to collect data. The collected data was analyzed by inferential statistics where Pearson’s Product Moment Correlation and multiple regression analysis were used in measuring relationships among the various variables. This study established that there was positive relationship between mobile banking and performance of commercial banks. It found out that improvements in performance of commercial banks can be attributed to mobile banking. The findings of this research will be useful to bank management and other stakeholders as well as researchers in the area of mobile banking. The research will offer insight into the area of mobile banking to bank management and strategists in proper implementation of mobile banking and will form a basis for future research in this area.