Factors affecting the adoption of agent banking strategy by Commercial Banks in Kenya: A case study of all Commercial Banks in Narok Town

Abstract

This study sought to determine the factors that influence agent banking adoption among commercial banks in Kenya. This was a descriptive study aimed at determining the factors affecting adoption of agent banking amongst commercial banks in Kenya. Open headed and closed questionnaires were used to collect data from respondents. The study population comprised of all the commercial banks in Narok Town, Kenya as at the time of study. The data collected was analyzed using descriptive statistics. The findings of the study revealed that the main factors influencing the adoption of agent banking among commercial banks in Kenya are, (i) level of information technology (ii) Enhancement of customer service (iii) Enhanced agent quality. The most important factor was advances in information technology. Another key factor was the prospect of customer service enhancement owing to a greater level of convenience that comes with the presence of retail agent outlets. This study found that the introduction of third party retail agents presents several risk factors with regard to effective regulation and supervision of banks, and therefore recommends that the regulator closely monitors the banking sector and strictly enforces compliance with the agent banking guidelines, while the banks continuously ensure careful vetting of agents.