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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/9180

Title: The adoption of E-Banking services by retail customers in Kumasi Metropolis
Authors: Mashara, Saeed
Issue Date: 10-Oct-2016
Abstract: The study sought to assess internet adoption among bank retail clients within the Kumasi metropolis. The specific objectives were to assess retail bank clients‘ knowledge and awareness on the various e-banking services, to examine the level of patronage of e-banking products among bank retail clients, to identify challenges affecting the adoption of e-banking services among retail clients, and to examine the effect of e-banking service adoption on banks‘ operations in the Kumasi Metropolis. The research design adopted for this study was descriptive. The population comprised of retail clients within Kumasi metropolis. Convenience sampling technique was used to select 400 bank retail clients. Questionnaires were used in collecting primary data from customers. At the end, the study found that the most popular e-banking products clients were aware of was the ATM/Master/VISA cards. This was followed by E-zwich, internet banking, and SMS banking. The less popular ones were telephone banking, credit cards, and use of company‘s website. The operational benefits received by clients from banks were affected positively by internet adoption. The study also found that generally, clients were satisfied with e-banking services of their respective banks, and this affected their loyalty level positively. Additionally, the study revealed that most clients used e-banking services mostly once a month; most clients have also used e-banking services for more than three years, with cash withdrawal as the major reason of using e-banking services. The frequent breakdown of the system e.g. ATMs, was the most significant challenge to e-banking. It is therefore recommended that, banks pay very critical attention to performance of their systems, especially ATMs.
Description: A thesis submitted to the Department of Marketing and Corporate Strategy, Kwame Nkrumah University of Science and Technology in partial fulfillment of the award of Master of Business Administration (Strategic Management and Consulting option), 2015
URI: http://hdl.handle.net/123456789/9180
Appears in Collections:College of Arts and Social Sciences

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