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Maureen Kathambi Kariuki

Jomo Kenyatta University of Agriculture and Technology, Kenya

Dr. Agnes Njeru

Jomo Kenyatta University of Agriculture and Technology, Kenya


The main purpose of this study was to investigate the effects of real time gross settlement system on service delivery in commercial banks. The study was further guided by the following research objectives to assess the effect of transfer time on service delivery in commercial banks in Kenya. This study employed a descriptive research design. This design was considered ideal simply because the study aimed at investigating various commercial banks. The target population comprised of 11 commercial banks which are listed in the Nairobi Securities Exchange. From these banks, fifty staff members and five managers participated. Simple random sampling procedure was used to arrive at a representative sample. The data collection instruments used in the study included questionnaires for the staff members and interview guide for the managers. Collected data was analyzed both quantitative and qualitative data analysis approaches. From the analysis, the following key findings were made: Majority of the respondents agreed that there are circumstances that arise in bank that affected real time gross settlement system, Slightly over half of the respondents confirmed that timeliness of RTGS had made service delivery in the banks easier. Majority of the respondents indicated that RTGS timeliness led to satisfied customers and therefore better service delivery. The following recommendations were given: The banks should understand the information needs of their customer and effective communication channels should be enhanced in order realize potential benefits of RTGS and to remove the perceived concerns associated with the system.

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