Internal Control System: Challenges and Effects on Management, Staff and Customers of Agricultural Development Bank, Brong-Ahafo Region

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Internal control system is an essential tool for the realization of the goals of every organisation especially financial institutions and banks where the risk of mistakes and fraud are prevalent and their consequences are upsetting. The nature of the internal control system and how it is implemented may pose numerous challenges. These challenges are impediments to realising the objectives of the internal control system and knowing them is at least a milestone in finding solutions. This study investigates the possible challenges of implementing an effective and efficient internal control system and its effects on customers’ perception of the service rendered by the Agricultural Development Bank in the Brong-Ahafo Region of Ghana. The population of the study consists of all the employees and customers of the bank in the Brong-Ahafo Region of Ghana. The sample size was 120 employees and 500 customers of the bank selected from the 10 branches of ADB in the Brong-Ahafo Region using quota and convenient sampling techniques. Questionnaires were used to collect data for the study. The findings suggest that there is some amount of weakness in the internal control system of the bank especially the information technology component of the internal control system. It was found that among the major challenges of implementing the internal control system of the bank are desires of management to achieve certain reporting results and personal interest over corporate and public interest. The findings indicate that customers of the bank generally dislike internal control practices and hence effective and strong internal control system affects their happiness with the service and consequently, their perception of the quality of service of the bank. The study suggests that a significant direct relationship should exist between customers’ perception of the nature of internal control practices of the bank and their perception of the reliability of the service that the bank renders.
A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of Commonwealth Executive Masters of Business Administration, April, 2012