AGILE VIRTUAL ICT SYSTEMS AND PROCESS OPTIMIZATION IN COMMERCIAL BANKS IN NAIROBI CITY COUNTY, KENYA

Abstract

Commercial banks play a critical role in the economic development of Kenya by providing essential financial services that foster economic growth and stability. The performance of commercial banks in Kenya is influenced by various challenges owing to the rapidly evolving financial landscape, they face growing pressure to enhance operational efficiency, deliver superior customer experiences to remain agile in responding to the market dynamics. The general objective of the study is to assess the effect of agile virtual ICT systems on process optimization of commercial banks in Nairobi City County, Kenya. Specifically, the study sought to examine the effect of adoption of ICT tools in process optimization in commercial banks in Nairobi City County, Kenya, and to assess the effect of DevSecOps systems in process optimization in commercial banks in Nairobi City County, Kenya. This study was guided by Technology Acceptance Model (TAM) and Socio-Technical Systems Theory. This study used descriptive research design. The target population was the 40 commercial banks in Nairobi City County, Kenya. The unit of observation was top, middle and lower-level management employees. The study used Krejcie and Morgan (1970) formula to arrive at the sample size. The study sample size was therefore 152 employees. Stratified random sampling was applied to get the respondents. Data was collected using a self-administered structured questionnaire. A pilot test was conducted to determine validity and reliability of the data collection instrument. Data obtained from the field was coded, cleaned, and entered into the computer for analysis using the SPSS version 25. Data analysis was done through use of descriptive and inferential statistics. Descriptive statistics included frequency, percentages, mean and standard deviation. Inferential statistical analysis used was multiple regression and correlation analysis. The study results were presented through us of tables and figures. The study concludes that ICT tools have a positive and significant effect on process optimization in commercial banks in Nairobi City County, Kenya. Further, the study concludes that DevSecOps systems have a positive and significant effect on process optimization in commercial banks in Nairobi City County, Kenya. The study recommends that the management of commercial banks in Kenya should invest in the integration of advanced ICT tools such as enterprise resource planning (ERP) systems to enhance process optimization.

Key Words: Agile Virtual ICT Systems, Process Optimization, Commercial Banks, Nairobi City County, ICT Tools, DevSecOps Systems