The impact of electronic banking on the profitability and growth of the Ghanaian banking sector: (A case study of fidelity bank)
| dc.contributor.author | Okudjeto, George Edem | |
| dc.contributor.author | ||
| dc.date.accessioned | 2021-05-18T11:04:39Z | |
| dc.date.accessioned | 2023-04-19T02:59:19Z | |
| dc.date.available | 2021-05-18T11:04:39Z | |
| dc.date.available | 2023-04-19T02:59:19Z | |
| dc.date.issued | November 2019 | |
| dc.description | A thesis submitted to the Department of Construction Technology and Management, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment of the requirement for the Award Degree of Master of Science Degree. | en_US |
| dc.description.abstract | Electronic delivery channels such as Automated Teller Machines (ATMs), telephone banking and online banking are options that have been made available by banks to serve their customers better. Customers do not have to transact business with their banks only through face to face contact. Information technology has brought about changes that have transformed the structure of the banking industry. With the transformation, customers have become more sophisticated, and new products have been made available. This has also resulted in changes in cost structure and an improvement in competition among banks profitability. Therefore, this study examined the impact of electronic banking on the profitability and growth of the Ghanaian banking sector. To explore the perceptions of employees about the introduction of electronic banking services, to determine the extent to which electronic banking contributes to profitability and growth in the banking sector, to determine the challenges encountered with the use of electronic banking in Banks in Ghana and to determine the types of electronic banking services provide by Fidelity bank. In achieving the above objectives, a survey was carried out using well-structured questionnaires, targeting the banks as the population, however, fidelity bank was used as the case study with a sample size of 83 using quantitative approach. Statistical Package for the Social Sciences (SPSS) and Microsoft excel were used for the data entry and analysis. After the analysis the findings indicated that the employees have a perception that Quality of services and products have improved with the use of electronic banking systems, customers are satisfied with services provided through the use of electronic banking system and the competition among banks has intensified with more banks adopting the use of electronic banking systems. Secondly, electronic banking contributes to profitability and growth in the banking sector. E-banking system has increased the productivity of the bank, customers have fewer complaints with the use of electronic banking system. E-banking system has positively impacted on the growth of the bank and the availability of electronic banking system (ATM, Mobile banking etc.) has reduced the number of customers that come to the banking hall. Furthermore, the challenges that are encountered with the use of electronic banking in banks in Ghana were frequent service interruptions and system failures, security features delaying access to e-banking services and issues with access to internet connection. Finally, the use of electronic banking has a significant impact on profitability and growth of Banks. | en_US |
| dc.description.sponsorship | KNUST | en_US |
| dc.identifier.uri | https://ir.knust.edu.gh/handle/123456789/13784 | |
| dc.language.iso | en_US | en_US |
| dc.subject | Automated Teller Machines | en_US |
| dc.subject | E-banking | en_US |
| dc.subject | Telephone Bankin | en_US |
| dc.subject | Online Banking | en_US |
| dc.title | The impact of electronic banking on the profitability and growth of the Ghanaian banking sector: (A case study of fidelity bank) | en_US |
| dc.type | Thesis | en_US |