Assessment of Electronic Banking on Banks Performance : A Study of Barclays Bank Ghana Limited

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August, 2016
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This research sought to assess electronic banking on banks performance; a study Barclays Bank Ghana Limited. The target population for the research comprised all E-banking customers of the study areas which are Barclays Bank branches at Ahodwo and Asafo, all in Kumasi. The study adopted a qualitative research approach, with the research purpose being exploratory and a descriptive research design. A sample of one hundred and ninety-six (196) respondents was selected made up of 30 purposively selected employees of Barclays Bank Staff comprising departmental and unit heads and Tellers and one hundred and sixty-six (166) randomly selected customers of the bank. The customers were selected using accidental sampling.Data was collected through questionnaires. Data was analyzed using description of results. Findings revealed that the bank provides electronic banking services in the form of Automated Teller Machine (ATM) /Debit cards services, SMS (mobile) banking, E-Zwich Card services, Email notification services, Internet banking, Inter Banking Services and Slip free banking services. Among the services provided, an ATM service is the most widely patronized. The study discovered that electronic banking has significantly improved service delivery and majority of customers are satisfied with the significant change. The study also revealed that some benefits of E-banking are reduction in banks cost of operations, increased number of customers, increased banks revenue, public image enhancement, new market opportunities wider market, increased profitability by the bank and increased contribution to Corporate Social Responsibility. The study indicated major challenges facing E-banking as unreliable network, intermittent power supply and cultural reluctance. The intermittent power supply leads to power surges which usually cause the breakdown of ICT equipments resulting in high cost of ICT investment by Barclay’s bank.The study therefore recommends that Barclays bank should provide alternative and reliable sources of power particularly solar energy, to ensure reliable connectivity and grants E-banking customers uninterrupted access to E-banking platforms.
A thesis submitted to the School of Graduate Studies, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the award of the Degree of Master of Business Administration in Marketing.