Adoption of electronic banking in the ghanaian the banking system: A Case Study of Ghana Commercial Bank.

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August, 2015
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The study investigated the adoption of electronic banking in the Ghanaian banking system in the customers perspective using GCB bank as a case study. One hundred customers were sampled using non – probability sampling techniques thus basically the purposive sampling technique. The study employed a case study approach and data was collected using closed ended questionnaire. The study found the kinds of electronic banking services that are available at Ghana Commercial Bank. This includes ATM services, SMS (Mobile) Banking, Internet Banking, E_Zwich Card. The benefits of these services to customers and the impact on the decision to adopt or use such services and products were investigated. The results specifically, showed a neutral correlation between electronic banking and customers adoption which implies that customers decision of whether to adopt such product and services doesn‟t have clear variables to influences such decisions. The findings further suggested that customer negative perception about service delivery of the bank has significantly changed given the introduction of electronic banking products. It‟s been recommended that management of Ghana Commercial Bank Ltd invest massively in IT in order to further promote efficient and smooth service delivery. There is also the need to extensively develop more E-banking products and to do extensive customer education to enable more customers patronize.
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 Masters of Business Administration (Finance Option),