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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/8585

Title: THE EFFECT OF ELECTRONIC BANKING ON CUSTOMER SERVICE DELIVERY IN KUMASI METROPOLIS
Authors: KWARTENG, PRINCE ADIYIA
Issue Date: 8-Apr-2016
Abstract: The study was an exploratory study aimed at understanding the effect of electronic banking on customer service delivery in three selected branches of three banks in the Kumasi metropolis. Purposive sampling strategy was adopted to select 69 customers as well as 29 staff of the three selected banks. Questionnaire was used as the principal tool for the data collection. With the aid of the SPSS windows software the data was analyzed using basic statistical tools such as frequencies and percentages. The study among other things brought to the fore that customers prefer to transact business in the halls in spite of the long queues largely because of the difficulty associated with accessing e-banking products. The data analysis also showed that customers of the selected banks were highly aware of the various e-banking platforms available at their respective bank. The study revealed that in spite of the difficulties associated with the use of e-banking products, majority of the respondents highly patronize these services. This was particularly the case with the use of ATM machines as respondents alluded. However, ignorance on the part of the customers regarding the use of e-banking services was a huge challenge. The study, based on the findings recommended among other things that masse public (customer) education regarding the usage/ advantages of e-banking products and services should be embarked by the banks. Also, the researcher suggested that there should be a widespread citing of ATM machines around vantage points.
Description: A Thesis submitted to the Department of Accounting and Finance, Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirements for the degree of Master of Business Administration (Finance Option)
URI: http://hdl.handle.net/123456789/8585
Appears in Collections:College of Arts and Social Sciences

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