Browsing by Author "OSEI-BONSU, LOVE"

Now showing 1 - 1 of 1
  • Thumbnail Image
    Item
    Cashless banking in Ghana. ―a case study of Cal Bank Limited
    (KNUST, 2016-08) OSEI-BONSU, LOVE
    Banks introduced IT as an alternative banking to the use of cheques, cash and other negotiable instruments. With IT, banks are able to offer customer friendly and convenient products and services. IT has significantly changed the transaction process in the modern global economy, thereby, meeting the growing demands of customers, organisations and clients of organisations. It is in light of this development that this work sought to study cashless banking in Ghana with CAL Bank Ltd. as a case study. The study adopted a mixed methodology of both quantitative and qualitative techniques to answer the set of research questions. Questionnaires were developed to gather data from both staff and customers of CAL Bank Kejetia Branch in the Kumasi Metropolis. It was found that customers makes use of all other cashless products the bank offers but mostly uses the CAL Visa Card service and that the majority of the respondents were satisfied with the bank’s cashless banking services and are even willing to recommend the bank to new customers. Though customers face some challenges using the services, they stated that helplines and complaint email address help in efficiently addressing challenges and thereby boosting bank responsiveness. It is recommended that banks should invest in promoting and expanding the cashless banking system. Apart from reaping financial benefits, this system will also ensure they are able to meet customer satisfaction levels while competing with both the local and foreign markets. Banks should also be innovative in developing more products and services that will promote a cashless system of banking.