Factors supporting the learning of retail banking information and communication technology systems : a western Kenyan region perspective
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Authors
Okong'o, Brender Adhiambo
Issue Date
2018-02
Type
Dissertation
Language
en
Keywords
Customer care consultants , Factors , Learning , Line managers , Retail banking information and communications technology (ICT) systems , Tellers and training
Alternative Title
Abstract
This study identified and empirically investigated individual employee, organisational and information and communication technology (ICT) systems factors to determine the extent to which these factors support employees’ learning of the adopted retail banking ICT systems before undergoing training. Quantitative research approach was followed. A realised stratified random sample of 237 respondents consisting of tellers and customer care consultants (one group) and line managers (second group), working at branches of various retail banks in the western region of Kenya, participated in this study.
Descriptive, exploratory factor and inferential statistical analyses were conducted. The results showed: a high level of agreement with the identified factors; significant positive linear relationships between the factors; statistical significant differences (p<0.05) between the respondent groups and between the categories for each demographic variable with regard to the respondents’ level of agreement with each factor. Supportive and directive learning strategies were recommended for retail banking employees before training.
Description
Citation
Okong'o, Brender Adhiambo (2018) Factors supporting the learning of retail banking information and communication technology systems : a western Kenyan region perspective, University of South Africa, Pretoria, <http://hdl.handle.net/10500/24841>