Information and Communication Technology Management Standards and Service Delivery of Commercial Banks in Nairobi City County, Kenya

Andrew Gakuo and Phyllis Mbutu
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Andrew Gakuo: MSc Scholar at Jomo Kenyatta University of Agriculture and Technology, Kenya
Phyllis Mbutu: Lecturer, Jomo Kenyatta University of Agriculture and Technology, Kenya

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Abstract: The use of ICT has become an integral component of the banking industry due to the growing demand for innovation, efficiency, security, customer experience, and financial inclusion. ICT standards play a critical role in ensuring compatibility, interoperability, reliability, and security of banking technologies and services. Commercial banks have increasingly adopted technological innovations to improve service delivery, operational efficiency, and market competitiveness. This study sought to determine the role of ICT standards in the service delivery of commercial banks in Nairobi City County, Kenya. Specifically, the study examined the influence of data standards, telecommunication standards, e-commerce standards, and information security standards on service delivery. The study adopted a descriptive research design and employed stratified random sampling. Primary data was collected using structured questionnaires comprising both open-ended and closed-ended questions, while secondary data was obtained through document reviews of published scholarly materials. The target population was 33,008 employees drawn from 39 commercial banks in Kenya, with a sample size of 395 respondents from management, supervisory, and clerical cadres. Reliability of the research instrument was tested using Cronbach's Alpha, while content validity was assessed through expert review. Data analysis was conducted using both qualitative and quantitative techniques with the aid of SPSS version 28. Regression analysis was applied to determine the relationship between ICT standards and service delivery. The findings revealed that ICT management standards significantly and positively influence service delivery by improving efficiency, reliability, responsiveness, and customer satisfaction. The study concludes that effective implementation of ICT standards is essential in enhancing service delivery and competitiveness among commercial banks. The study recommends strengthening data governance, investing in telecommunication infrastructure, enhancing digital banking platforms, and improving information security frameworks. Policymakers should also enforce ICT standards and promote interoperability to support sustainable digital transformation in the banking sector.

Keywords: digital transformation; data governance; ICT standards; banking industry (search for similar items in EconPapers)
Date: 2026-08-14
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Published in European Journal of Management, Economics and Business, 2026, 3 (4), pp.154-167. ⟨10.59324/ejmeb.2026.3(4).13⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05718120

DOI: 10.59324/ejmeb.2026.3(4).13

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