The impact of Electronic Banking Transaction in the Banking Industry (The case of ADB, SG-SSB and Barclays Bank branches in the Eastern Region).

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In Ghana, developments in information and communication technology are radically changing the way business is done. These developments in technology have resulted in new delivery channels for banking products and services such as Automated Teller Machines (ATMs), Telephone Banking, PC-Banking, and Electronic Funds Transfer at Point of Sale (EFTPoS). This study evaluates the perceptions of banking customers regarding the effect of technological innovations on banking services in the Eastern Region. The study focused on customers with banks that have at least one form of electronic banking product in the Eastern Region. The of results of the study generally indicate that, out of the 257 respondents, 205 of them representing 79.8 % patronize electronic delivery product and service out of which users of the ATM occupies 58.8% the highest with EFTPos being the least with 3.1%.Turn around time and service delivery were 85.5% and 80.4% respectively and resulted in overall customer satisfaction to 78.2%. These shows that electronic banking has contributed positively to the provision of banking services and the growth of the Ghanaian banking industry.
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,2012