Also known as internet banking, electronic banking or ebanking is the direct offer of banking and allied financial services to. The purpose of this research was to assess the contribution of electronic banking to customer satisfaction at. E banking, it also observed, holds enormous potentials for the banking industry in nigeria. From a humble start in 2009, mobile money solutions now account for cash flows. It is a robust channel designed with the stateof theart technology that gives you unlimited access to your accounts and allows you conveniently perform over 90% of your bank transactions online realtime. If you are an enterprise, individual or joint account holder, please click on the retail login icon to send you to the login screen. Pwc 2016 ghana banking survey 2 vish ashiagbor country senior partner s even years after the launch of the first mobile money solution in ghana, the service can be said to be a game changer in the countrys financial services industry. Customer satisfaction with internet banking service. As a generic theoretical framework, a bank must first attract banking consumer attention to the internet banking service before the consumer will consider internet banking. A purposive nonprobability sampling technique was utilized in a 150 samplesize selection from e banking customers of trust bank ghana limited, ecobank ghana limited and barclays bank ghana limited 50 from each bank. Adoption of electronic banking in ghana banking system. However, there are some risks in e banking which sometimes make the clients anxious about the security of his account. Examination structure chartered institute of bankers, ghana.
Electronic banking and the challenges of the ghanaian business. Section 2 provides an overview of the internet banking literature and internet banking adoption model, and the conceptual model and research hypotheses are presented in section 3. It is our belief therefore that, the use of internetworked technologies in nigerian banks will yield positive results so that we can live longer, be healthier and access each. The concept of electronic banking has transformed the very process of banking from the manual to the electronic one. Free convenience there are no extra charges for ghib internet banking just the normal fees that apply to your transactions. Download ghib personal internet banking application.
We provide the best banking and finance project topics for all final year research paper. Internet banking is a tool in the service delivery arsenal for. Unfortunately, even though the number of banks in ghana has increased significantly, their capital size does not allow them to lend to big ticket. Bank of africa migrates internet banking from bweb to boaweb star rfm february 26, 2019. The management teams were all governed by the british people from 1894 until 1957.
In fact, most customers seem to believe that online banking is completely safe simply because their. It is based on the information available at the time it was completed on may 2, 2011. The laws that were made required the banks to maintain a. This will be accessible to all customers who have a valid user id and password. Customers attracted by online banking convenience, seem largely unconcerned about identity theft and phishing email scams. Virtual bankingebankingonline bankinginternet bankingpersonal computer bankinghome bankingremote electronic bankingphone banking, these are the synonyms for the electronic banking. Herein, we investigate into the impact of electronic banking e banking service delivery on customer satisfaction in ghana. Determinants of mobile banking adoption in the ghanaian. Banking and finance project topics and materials projectng. This masters thesis evaluates customer satisfaction with internet banking service quality in ghana commercial bank gcb and merchant bank of ghana mbg.
During the late 19th century in ghana, banks were established in the british west africa. The gtbank internet banking launches you into a world without limits. Electronic banking has blurred the boundaries between different financial institutions, enabled new financial products and services, and made existing. Abstract the paper describes the current state of internet banking in india and discusses its implications for the indian banking industry. The evolution of digital banking in ghana business day ghana.
In view of this, this study seeks to bridge this gap in internet banking research in subsaharan africa by exploring the influence of performance expectancy, effort expectancy, social influence, perceived credibilty, facilitating conditions and behavioural intention on consumers adoption of internet banking in ghana. This use of computers has helped in automating the banking process and has reduced backlogs and delay in bank operations. Herein, we investigate into the impact of electronic banking ebanking service delivery on customer satisfaction in ghana. The danger of online banking and epayment system in ghana. A person may not want to use internet banking but having the service available gives a person the feeling that their bank is on the cutting image.
Electronic banking agreement zenith bank ghana ltd. Mar 23, 2018 ebanking in ghana prospects and challenges. Download the pdf of the application with adobe acrobat. However, unless the consumer has a high level of internet accessibility at home or at work, heshe is unlikely to consider using internet banking. It was found that atms and branch networks are the most popular electronic delivery channel for banking in ghana. Our internet banking service gives you unrestricted and secure access to your account. Banks have actively encouraged this costsaving trend by persuading customers to sign up. Customer satisfaction with internet banking service quality in the ghanaian banking industry. The evolution of digital banking in ghana businessghana. It also outlines the purpose and the rationale for the study as well as the limitation of the study.
Abstract electronic banking e banking has brought about a revolution in the functioning of banks as it offers major opportunities to banks and their customers. Electronic banking has blurred the boundaries between different financial institutions, enabled new financial products and services, and made existing financial services available in different packages. The danger is that if anyone gets access to the customers online banking login details or the atm card, the person could easily have access to the card owners banking account. Exploring the factors that influence the adoption of. In view of this, this study seeks to bridge this gap in internet banking research in subsaharan africa by exploring the influence of performance expectancy, effort expectancy, social influence, perceived credibilty, facilitating conditions and behavioural intention on consumers adoption of. Download complete, reliable and ready made banking and finance project work.
Restoring confidence and building a resilient banking system for ghana and cited solvency as one of the reasons for the. Understanding customer satisfaction of internet banking. Overview of the banking industry the banking system as at end march 2016 comprises the bank of ghana, 29 universal banks excluding arb apex bank which is a minicentral bank for rural banks, 9 rural and community banks, 61 nbfis, and 555 mfis. On april 30, 2018, the bank of ghana bog published a report titled. Research has shown that the adoption of ebanking was a business strategy taken by banks in response to customer needs and changing market trends in the banking industry. Particularly, it seeks to examine the impact of internet banking on banks performance and risk. Click on any banking and finance topic of your choice from our list of banking and finance project topics and proceed to download we give instant delivery of banking and finance research materials title listed on our website. Often a countrys banking structure is a consequence of the regulatory regime to which it is subject. One of the biggest abstract one of the most important competitive tools and advantages of internet banking consists of complex banking strategic strengths of. Abstract this project aims at creation of a secure internet banking system. Electronic banking and the challenges of the ghanaian.
An empirical study of ebanking in cameroon by jacques herve nguetsop talla submitted in accordance with the requirements for the degree of master of commerce in the subject business management at the universty of south africa supervisor. To access a financial institutions online banking facility, a customer must be registered user of the institution and must have password for customer. Bank of africa started operations in ghana in 2011 after bank of africa group acquired a majority interest in amalgamated bank. As part of our commitment to continually improve on our service delivery levels and provide unrivalled convenience for our valued customers, we have upgraded our internet banking platform to enable customers pay their dstv monthly subscription, ghana water and ecg post paid utility bills from the comfort of homes, offices or on the go with any mobile device with internet. Arb apex bank a mini central bank in ghana for the ruralcommunity banks. The impact of internet banking service on customer. Banks were serving their customers through the manual system, which resulted in long queues. J et al an empirical study on role of ict in banking sector 337 int. They found six underlying dimensions of banking service quality eas convenience and accuracy, feedback and complaint management, efficiency, queue management, accessibility and customization. A study of awareness of ebanking services in india by. A regional commercial bank operating in many african countries.
The evolution of internet banking information technology essay. Its course content and structure are streamlined along the requirements of. For corporate account holders, please click on the corporate login icon. Jun and cai 8 identified 17 service quality dimensions of internet banking service quality. Financial system stability assessment update this update to the financial system stability assessment on ghana was prepared by a staff team of the international monetary fund as background documentation for the periodic consultation with the member country. Internet banking enable local interbank transfers mobile banking zprompt. Online banking system is progressively popular both in elsewhere. Many are concerned about the impact of these directives and legislations on banking activities and whether these directives are achieving the objectives backing them. The evolution of internet banking information technology essay internet banking or e banking allows customers of financial institutions to carry financial transactions on a secure website.
Mobile banking is a fast, easy and secure way of accessing your bank account 24 hours a day, 7 days a week from wherever you are it allows you to carry out menudriven transactions without having to remember any key words and downloading any applications on your handset. Pwc 2017 ghana banking survey 1a message from our csp 2a message from the executive secretary of ghana association of bankers 4a message from our tax leader 6 1 ccapitalisation of banks 8 2 survey findings 10 3 overview of the economy 24 4 overview of the banking industry 28 5 quartile analysis 30 6 market share analysis 42 7 profitability and efficiency 50. The aim of the paper was to determine the adoption, challenges and some critical successes of electronic banking in the ghana. This is an approach to provide an opportunity to the customers to have some important transactions to. Online banking is also referred as internet banking, internet, virtual banking and by other terms.
A purposive nonprobability sampling technique was utilized in a 150 samplesize selection from ebanking customers of trust bank ghana limited, ecobank ghana limited and barclays bank ghana limited 50 from each bank. The concept of electronic banking what is ebanking. The laws of the republic of ghana shall apply to this agreement iwe agree that the above terms and conditions shall govern myour banking relationship with the bank as far as the service is concerned. These are followed by pc banking, eftpos and telephone banking. Customer satisfaction with internet banking service quality in. Ghana s financial system has gone through a process of liberalization, restructuring and transformation over the last two decades. These two types of banking involve the usage of passwords. This paper addresses significant gaps in existing knowledge about. Also known as internet banking, electronic banking or ebanking is the direct offer of banking and allied financial services to consumers without. Image a bank seems more state of the art to a customer if they offer internet access. It made the banking transactions more easy, speedy and comfortable. Electronic banking ebanking has brought about a revolution in the functioning of banks as it offers major opportunities to banks and their. In ghana, banking institutions do not verify the actual owner of the card before authorization is granted to online transactions.
Bank of africa offers a rich and diversified range of. Abstract the study examined the impact of e banking on customer service and profitability of banks in ghana. E banking conceptual framework remote banking, considered representative for the new economy, consists of electronic transactions between customers and their bank. Balancing inclusive growth with financial stability 4 all the banks in ghana are class i universal banks doing business across all areas of banking. Adoption of electronic banking in ghana banking system a case study of guaranty trust bank ghana limited dr. Factors that influence internet banking adoption in ghana. The online banking system can be considered as the one of the great tool supporting many customers as well as banks and financial institutions to make may banking activities through online. Electronic banking, more commonly known as e banking, is the newest delivery channel for banking services.
The banking industry has been rapidly developing the use of internet banking as. Gcb bank ltd, corporate banking division, head office, accra, ghana email of the corresponding author. Open account contact us our cfc is a 247 onestop shop to help you with your requests. With respect to the type of it innovations used by customers, atms appear to be the most widely accepted and highly used electronic delivery tool indicating 56. The role of banks in the ghanaian economy modern ghana. The main objective of the study is to examine the determinants of mobile banking adoption as a communication in the banking industry with specific emphasis on the access bank ghana limited.
Research has shown that the adoption of e banking was a business strategy taken by banks in response to customer needs and changing market trends in the banking industry. Ebanking in ghana prospects and challenges graphic online. Ghanas financial system has gone through a process of liberalization, restructuring and transformation over the last two decades. E banking services features, challenges and benefits 51 2. The remaining sections of this study are laid out as follows. Bank of africa offers a rich and diversified range of products and services to its customers. Pdf abstract the introductions of electronic banking products and services have changed the nature and way of financial service delivery to customers. The main theoretical model adopted for conceptualizing the internet banking service quality dimensions for which customer satisfaction may be evaluated was the internet banking service. It discovered that the increased application of e banking worldwide is a function of improvement in information and communications technology ict.
People are using the digital platforms to purchase goods and services and transact businesses. Bank of africa ghana a commercial bank in ghana offering a wide array of banking products and services including retail, corporate and sme banking. This study aims at examining the role of ebanking and its relation to customer satisfaction in the banking industry in ghana. Solanki, virender singh2011 internet banking is one of. Agboyi research paper postgraduate business economics banking, stock exchanges, insurance, accounting publish your bachelors or masters thesis, dissertation, term paper or essay. Fill it in and send it to ghana international bank plc, 67 cheapside 1st floor, city of london, ec2v 6az, uk. This has made the transition to electronic banking a necessity for banks in order to be. Every day banks need to perform many activities related to users which need huge infrastructure with more staff members etc. It is our belief therefore that, the use of internet worked technologies in nigerian banks will yield positive results so that we can live longer, be healthier and access each. This is an approach to provide an opportunity to the customers to have some important transactions to be done from where they are at present without moving to bank.
Emerging developments in the banking industry of ghana. In 1957, ghana gained her independence from the british colony. This paper addresses significant gaps in existing knowledge about the internet banking landscape. Exploring the factors that influence the adoption of internet. We aim to provide the stimulus for the development of competent and more qualified human resources that will enable the banks to offer efficient and competitive services to meet modern day sophisticated demands and satisfaction. Abstract the introductions of electronic banking products and services have changed the nature and way of financial service delivery to customers in ghana. In the case of ghana, electronic banking is gradually becoming acceptable to all. It is a robust channel designed with the stateof theart technology that gives you unlimited access to your accounts and allows you conveniently perform over 90% of your. Therefore, an efficient banking system must meet the needs of high end investors by making available high amounts of capital for big projects in the industrial, infrastructure and service sectors. Mobile banking ways to bank standard chartered bank ghana. The banking system in ghana is well structured in the bid to meet the need of their economy, especially at the local level due to the losses they suffered locally during the late 1980s. Customer perceived value in internet banking in ghana, master thesis. The ghanaian government in 1989 came up with a reform in other to resuscitate the banking sector.
The evolution of internet banking information technology essay internet banking or ebanking allows customers of financial institutions to carry financial transactions on a secure website. The new delivery channels include atms, branch networks, pc banking based on proprietary software, eftpos, telephone banking and internet banking. The term ebanking covers both computer and telephone banking. The purpose of this research is to explore the influence of performance expectancy, effort expectancy, social influence, facilitating conditions and behavioural intention on consumers adoption of internet banking in ghana. Bill pay is a service offered through internet banking that. An empirical study on role of ict in banking sector. Do you want to experience banking from the comfort of your home, at work or abroad. Nolle office of the comptroller of the currency economic and policy analysis working paper 20009 september 2000 abstract. The impact of internet banking on bank performance and. An adoption model for mobile banking in ghana article pdf available in international journal of mobile communications 75. The bank means zenith bank ghana limited service means the zenith bank ghana internet banking, telephone banking, secure message facility, online bill payments and other ebanking services access code, passcode, user name and password means the enabling code with which you access the system and which is known to you only.
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