AGENCY BANKING AND NON FINANCIAL PERFORMANCE OF COMMERCIAL BANKS IN KENYA: EVIDENCE FROM BANK AGENTS IN NAKURU CENTRAL BUSINESS DISTRICT
WAITHERA, MWANGI ELIZABETH
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The purpose of this study was to investigate agency banking and its effect on non-financial performance of Commercial Banks in Kenya. More specifically, the study sought to establish the extent to which system security, float, agent staff retention and support by banks aspects affect non-financial performance of Commercial Banks in Nakuru CBD. To achieve the objectives of the study, a descriptive research design was adopted where all 136 agents drawn from various commercial banks within town district were targeted for study. The study relied solely on primary data which was collected using structured questionnaires containing mainly closed ended questions for ease of analysis. Data analysis was done using descriptive and inferential statistics with an aid of a computer software SPSS. The study findings indicated that system security, float amount, agent staff retention and support by banks all have an insignificant effect on non-financial performance of Commercial Banks. However, length of service was the only one variable that turned out to be significant. From the findings it can be concluded that agency banking is still new hence the results are not conclusive enough. This study recommends that attention be given to integration of system security challenges and float limits factors to agency banking effectiveness which requires prompt and quick response by commercial banks whenever such challenges occur. There is also need to empower agents with proper skills through training, plus of course ensuring that there exist sound organizational structures, culture, systems, and processes among banks that are supportive of their optimal performance. Finally, the research recommends further studies be done on other non financial aspects other than number of new accounts opened and level of deposits.