Impacts of electronic banking on customer satisfaction in the banking industry: the case of Barclays Bank Ghana limited and Ecobank Ghana Limited.
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Date
2016-08
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KNUST
Abstract
Many banks are making huge investments in technology to maintain and upgrade their infrastructure, in order to provide new electronic information-based services, stay in the competition, manage their risk positions and pricing. Electronic banking has reduced the turnaround time for processing transactions and enables relatively more transactions to be undertaken in a given time. The specific objectives of the study were (i) to find out the need for
electronic banking in Ghana; (ii) to establish the link between literacy and use of electronic banking; and (iii) to find out if electronic banking services have reduced customer visits of their bank branches. The research targeted commercial (universal) banks in Ghana as its population and chose two key commercial banks in Ghana; Barclays Bank Ghana Limited and Ecobank Ghana Limited in the Kumasi Metropolitan Assembly as its case study. The researcher believes that these sources will provide key data that are relevant to achieve the objectives of the research. Data for the study was collected from seventy (70) respondents made up of customers and management
personnel of the selected banks. Questionnaires and interviews were used to collect data which was analyzed using Statistical Package for Social Sciences (SPSS). Main findings of the study are that e-banking significantly reduces the amount of time customers spend trying to do business with banks and charges on e-banking services are generally affordable. The researcher recommends that banks must put in place measures that ensure that ATM machines always have cash in them, especially during the weekends; it is very necessary for banks to safeguard the private information they collect about their customers; the government must improve access to education across the
country. It is therefore concluded that electronic banking has a significant impact on customer satisfaction and banks must endeavour to invest in electronic banking to earn customers‟ loyalty.
Description
A Thesis Submitted To The Department Of Accounting And Finance In Partial Fulfillment Of The Requirement For The Degree Of Master Of Business Administration (Finance -Option).