The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido).

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ABSTRACT

The study investigated the effects of Information, Communication and Technology on customer

retention in the banking industry in Kotido that is Stanbic and Centenary Banks as Case study.

Fifty Respondents which included Customers and management of both Centenary and Stanbic

banks respectively. The objective of the study was to establish the effects of E-Fund transfer

technology on customer retention in the banking industry, to identify the effects of telephone

banking technology on customer retention in the banking industry and to establish the effects of

internet banking technology on customer retention in the banking industry in Kotido District,

The Sources of Data were Primary data use to obtain first information obtained directly from the

field and Secondary data from the already collected data by someone else The instruments of

Data Collection .lnterview, Observation, Questionnaire Method, Documents Review. In an

attempt to establish the relationship between the two variables .The technique use to compares

the proportion observed in each category were the tables and percentages to establish the

significance level of the best test before hand. The finding specifically, showed a positive

correlation among the different objective of ICT on Internet, E-transfer and Telephone banking

on customer retention. The findings further suggested that customer negative perception about

ICT especially on telephone banking on customer retention has significantly changed given the

introduction of ICT in banking. It is recommended that bank management invest massively in ICT inorder to further promote efficient and smooth delivery of ICT in Banks.

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APA

BENSON, O (2021). The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido).. Afribary. Retrieved from https://afribary.com/works/the-effects-of-information-communication-technology-on-customer-retention-in-banking-industry-case-study-kotido

MLA 8th

BENSON, OTOKE "The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido)." Afribary. Afribary, 13 Jun. 2021, https://afribary.com/works/the-effects-of-information-communication-technology-on-customer-retention-in-banking-industry-case-study-kotido. Accessed 01 Aug. 2021.

MLA7

BENSON, OTOKE . "The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido).". Afribary, Afribary, 13 Jun. 2021. Web. 01 Aug. 2021. < https://afribary.com/works/the-effects-of-information-communication-technology-on-customer-retention-in-banking-industry-case-study-kotido >.

Chicago

BENSON, OTOKE . "The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido)." Afribary (2021). Accessed August 01, 2021. https://afribary.com/works/the-effects-of-information-communication-technology-on-customer-retention-in-banking-industry-case-study-kotido