Abstract: The study aimed at investigating how information technology influences customer service. A target population of 34, which included managers, assistant managers, clerks and sales representatives. Both descriptive and inferential data analysis techniques were used. The study established that information technology had a significant influence on customer service. Banking institution must continue to critically access the needs of customers and adopt continual improvement in technology, strategy and employees to increase organizational performance and competitive advantage. The study recommends that team work be developed in the bank so that employees can support and exchange ideas and there will be easy flow of information, continuous trainings and dedication still needed from the bank to update and equip its employees.
Keywords: Information Technology, Customer Service.
Title: INFLUENCE OF INFORMATION TECHNOLOGY ON CUSTOMER SERVICE AT KENYA COMMERCIAL BANK KERICHO BRANCH
Author: Margaret Chepkorir, Mr. Dr. Kipkorir Sitienei Chris Simon
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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