Assessment of electronic banking services in commercial banks In Ghana: the case of Unibank

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June, 2015
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The purpose of the study is to assess electronic banking services in commercial banks in Ghana using uniBank as a case study. The study was basically a cross-sectional survey which used quantitative approach (structured questionnaires) to gather data and the results presented using figures and tables using SPSS (version 18. Data was collected from two hundred (200) respondents of UniBank. This was made up of 199 customers and 1 staff member. The study identified thirteen (13) electronic banking services that are provided by UniBank in the Kumasi Metropolis. They include Unimobile savings account, UniWEB, UniALERT, UniCARD, Smart Deposit, UniBank Master Card, Debit Gold Card, Standard Debit Card, Prepaid Card, Fast Pay, Fast Credit, Sika Collect and Automated Teller Machine (ATM). About 80 percent of respondents used all the electronic banking products except Smart deposit, prepaid card, Fast Credit and fast pay. Electronic banking has benefited customers in areas such as making it easier for them to make business transactions, control over finances, efficient management of finances, time saving, convenience and privacy. The results indicate that the cost or charge for using electronic banking and educational background of persons are some of the major determinants of usage of electronic banking. Customers complained that electronic banking usage are sometimes frustrating, poorly handled by service providers, slow to use and insecure internet connections. The study recommends that management of banks should make effort to bring electronic banking services to the doorstep of each and every one. Also, charges on electronic banking usage should be moderately priced to encourage non-users to develop the interest in using electronic banking.
A Thesis submitted to the Department of Accounting and Finance, Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirements for the degree of Master of Business Administration (Finance Option)