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.
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
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 27 Nov. 2024.
BENSON, OTOKE . "The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido).". Afribary, Afribary, 13 Jun. 2021. Web. 27 Nov. 2024. < https://afribary.com/works/the-effects-of-information-communication-technology-on-customer-retention-in-banking-industry-case-study-kotido >.
BENSON, OTOKE . "The Effects Of Information, Communication, Technology On Customer Retention In Banking Industry. (Case Study: Kotido)." Afribary (2021). Accessed November 27, 2024. https://afribary.com/works/the-effects-of-information-communication-technology-on-customer-retention-in-banking-industry-case-study-kotido