Abstract:
Banking industry is important for economic growth and development. Following the trend of their westem counterparts, banks in Kenya had implemented ICTs to support service processes. This study extended previous research findings by evaluating the effect of the ICTs on job characteristics of employees as characterized in the banking sector, case of banks operating in Nakuru town. The focus of the study was on the effects of ICTs on the five job design characteristics namely; skill variety, task identity, task significance, autonomy and feedback, in the job characteristics model (JCM). The study established the various ICTs used in Nakuru banks and the effect of these ICTs on employee’sjob characteristics. A sample of 70 employees from a population of 460 employees in 24 banks operating in Nakuru was used in the study. The study used descriptive survey research design. Data collection was undertaken by use of questionnaires, edited and processed using Statistical Package for Social Sciences for windows version 20.0. Descriptive statistics was presented in Tables and Charts. Pearson’s coefficient of correlation (r) was used to assess the effect of the ICTs on job characteristics. A within subject comparison using ANOVA followed by a Levene's test was conducted to test the mean differences of job characteristics within the employees who reported use of ICTs and those who did not. The results indicated that the use of ICT had significant positive influence on the job characteristics. Particularly; employees reported a significant positive increase in skill variety (F=1.52, P=0.002), task identity (F=l.452, P=.000), task significance (F=3.964’P=.003) and feedback (F=1 1.575, 0.003, P=0.000, 0.011) with branch networking and EFTPoS respectively. Despite marked increase in skill variety, task identity, task significance and feedback, employees reported a small increase in autonomy, with a mean less than 3 which was not statistically significant. The researcher further recommended that for successful implementation of ICTs in automation of services in an organization, flle management should ensure that the contextual barriers such as lack of knowledge, lack of on-site support to help employees solve system related problems, delays in their work process and incompatibility with the precursor barriers are well addressed.
