DOI: 10.36347/sjebm.2017.v04i04.007

Pages: 273-278

The objective of the study was to assess the effect of Technology-based self service (TBSS) on performance of banks quoted in the Nairobi Securities Exchange. The relevant primary data were gathered from Information Technology and finance managers of eleven banks quoted in the Nairobi Securities Exchange using a semi structured questionnaire. The results revealed that Technology-based self service dimensions of ATMs, smart cards, credit cards, internet banking and mobile banking were statistically significant. The composite index score of TBSS variable explained 64.7% of the variation of the bank performance score. The results revealed that the selected TBSS dimensions had a positive effect on performance of banks in a developing economy. The study recommends that future research should intensify use of other forms TBSS dimensions and embrace both subjective and objective indicators of firm performance.