EFFECT OF TECHNOLOGICAL SUPPORT SYSTEMS ON EMPLOYEE PERFORMANCE AT ABSA BANK IN NAIROBI COUNTY, KENYA
Keywords:
Technological Support Systems, Employee Performance, Digital Transformation, Balanced Scorecard TheoryAbstract
The rapid digital transformation of the Kenyan banking sector has made technological support systems indispensable for optimizing employee performance. Despite substantial investments by ABSA Bank Kenya where 94% of customer transactions are conducted digitally and 71% of processes are automated employees continue to face challenges such as system downtimes, integration issues with legacy platforms, and intermittent network disruptions, which may hinder task efficiency and service delivery. This study aimed to examine the effect of technological support systems on employee performance at ABSA Bank in Nairobi County, Kenya. The research was anchored in the Balanced Scorecard Theory, which highlights the strategic role of technology in enhancing financial, customer, internal process, and learning outcomes (Kaplan & Norton, 1996). A descriptive research design was employed, targeting a sample of 187 employees drawn from a population of 350, with data collected through semi-structured questionnaires, key informant interviews, and secondary sources. Data were analyzed using descriptive statistics and multiple regression. Findings revealed that technological support systems including adequate digital tools, responsive IT support, reliable connectivity, and effective cybersecurity measures significantly improved employee efficiency, task completion, and work quality. Regression analysis confirmed a significant positive effect (β = 0.324, p < 0.001), with technological support systems accounting for 57.7% of the variance in employee performance. The study concludes that robust technological support systems are critical drivers of employee performance at ABSA Bank. It is recommended that the bank enhance system maintenance, provide continuous digital skills training, strengthen IT support responsiveness, and adopt advanced performance monitoring tools to further improve employee productivity and overall organizational effectiveness.
DOI: https://doi.org/10.5281/zenodo.18222174
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