A study on the role of e-banking and its relation to customer satisfaction in the banking industry of Ghana
This study aims at examining the role of e-banking and its relation to customer satisfaction in the banking industry in Ghana. The study addresses some issues that affect the role of e-banking and its link to customer satisfaction in Ghana‟s banking industry. Data were obtained from bank staffs and bank customers through a questionnaire using simple random sampling as well as an interview with bank staffs. All 60 questionnaires sent out were responded. Findings from the study indicate that e-banking has had a positive impact on the productivity and profitability of the banking industry amid expansion. Also, customers are to a large extent satisfied with services provided through electronic delivery channels by banks in Ghana. There was also evidence that customers‟ age group contributed to the propensity to use any of the electronic delivery channels used by banks. This study concludes by highlighting the need for banks to understand the customer needs, develop appropriate e-banking marketing strategies that maximize value for customers and satisfaction in the long run.
Thesis submitted to the Department of Business Administration, Ashesi University College, in partial fulfillment of Bachelor of Science degree in Business Administration, April 2010
Ghana, e-banking, customers, banks