Alternative Banking Channels And Performance Of Commercial Banks In Nairobi City County, Kenya

ABSTRACT Commercial banks have employed alternative banking channels to reach out to more clients and lower operational costs. However, these channels have encountered a variety of challenges raising questions on the influence they have on performance. Persistent system downtimes, network failures, transaction errors, security concerns and lack of customer confidence have driven customers into seeking services in bank branches resulting to congested banking halls. The objective of this study therefore was to assess the influence of alternative banking channels on the performance of commercial…