Assessing the impact of Technology on Banking Service Delivery and Bank/Customer relationship: a case study of SG-SSB Limited, Kumasi Main Branch.

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The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. In the search for sustainable competitive advantages in the competitive and technological financial service industry, banks have recognized the importance to differentiate themselves from other financial institutions through distribution channels. This has resulted in banks developing, and utilizing new alternative distribution channels to reach their customers. This study therefore examines the impact of technology on banking service delivery and the bank-customer relationship of SG-SSB. This study also investigates the level of usage of and satisfaction with electronic banking channels of SG-SSB customers. It was found that, SG-SSB utilises technology to reduce its operational and marketing cost, as well as improving service delivery by ensuring convenience and ease of use of services. The findings also showed that in the midst of technology, SG-SSB still has a healthy relationship. In the light of the above findings, it was recommended among others that SG-SSB should combine technology with relationship approach that places importance on quality and speed of service to enhance its competitive advantage.
A Thesis submitted to the Department of Accounting and Finance, KNUST School of Business, Kwame Nkrumah University of Science and Technology In partial fulfillment of the requirements for the degree of Master of Business Administration, 2008