Effect of technology adoption on the sustainable competitive advantage of commercial banks in Kenya

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dc.contributor.authorMuriuki, C. M.
dc.date.accessioned2025-12-16T08:45:47Z
dc.date.available2025-12-16T08:45:47Z
dc.date.issued2025
dc.descriptionFull - text thesis
dc.description.abstractThe banking industry had been grappling with a dynamic landscape characterized by rapid technological advancements, regulatory changes, and evolving customer preferences. The proliferation of fintech innovations and advancements in digital technologies had been transforming the banking landscape, compelling banks to adapt and incorporate digital solutions to remain relevant and competitive. The objective of the study was to determine the effect of technology adoption capabilities on the sustainable competitive advantage of commercial banks in Kenya. The specific objectives were to investigate the impact of automation on sustainable competitive advantage of commercial banks in Kenya, to establish the impact of alternative channels on sustainable competitive advantage of commercial banks in Kenya, to determine the impact of optimization of Human Capital on sustainable competitive advantage of commercial banks in Kenya and to determine the impact of customer relationship management on sustainable competitive advantage of commercial banks in Kenya. The study was anchored on four theories: resource dependency theory, technology adoption theory, expectation disconfirmation theory, and Porter’s theory of competitive advantage. Furthermore, the study was framed within the pragmatist point of view, employing a descriptive research design to elucidate the correlation between the variables under investigation. The population under scrutiny encompassed the 39 commercial banks operational in Kenya as of December 2023. Data collection hinged upon a semi-structured questionnaire, which was administered to two respondents from each bank. The targeted participants consisted of managers within the Information and Communication Technology (ICT) and Business Development departments or individuals occupying analogous roles. The findings revealed that the automation of the bank processes enhances efficiency, reduces costs, and improves service delivery, while alternative banking channels such as mobile and internet banking increase accessibility and customer convenience. In relation to the role of adopting technology in the bank alternative channels, the findings reveal that it significantly enhances sustainable competitive advantage by increasing accessibility of the bank products, improves customer engagement, and facilitate personalized financial services. In relation to the technology adoption of the human capital function, the findings reveal that the bank operations are optimized because it improves the organization training and talent management, which in turn enhances productivity and innovation, fosters customer loyalty and brand reputation. Technology adoption in the CRM technologies was found to enhance the organizations data analytics capabilities, which in turn led to improved customer satisfaction, loyalty, and long- term business growth. The study underscores the need for banks to integrate technology adoption with digital transformation and regulatory compliance to maximize competitiveness. In regard to the digitalization of customer It also highlights policy implications, emphasizing the role of regulators in fostering a supportive environment for financial innovation. By aligning with the resource-based view (RBV) theory, this research contributes to existing knowledge on technology-driven competitiveness in the banking sector, offering insights for scholars, industry practitioners, and policymakers. Key words: Sustainable competitive advantage; Alternative channels, automation, human capital
dc.identifier.citationMuriuki, C. M. (2025). Effect of technology adoption on the sustainable competitive advantage of commercial banks in Kenya [Strathmore University]. http://hdl.handle.net/11071/15960
dc.identifier.urihttp://hdl.handle.net/11071/15960
dc.language.isoen
dc.publisherStrathmore University
dc.titleEffect of technology adoption on the sustainable competitive advantage of commercial banks in Kenya
dc.typeThesis
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