Developing ebanking capabilities in a ghanaian bank. Abstract electronic banking services are being used with increasing frequency in most countries, including jordan. Ebanking services features, challenges and benefits 53 allows the customer to perform financial transactions from hisher home computer via a modem. This chapter comprised a summary of the research, conclusion and. The impact of internet banking on bank performance and.
In true internet banking, any inquiry or transaction is. Understanding consumer adoption of internet banking. He studied economics and business administration at hohenheim university, germany. Electronic banking ebanking has brought about a revolution in the functioning of banks as it offers major opportunities to banks and their. The remaining sections of this study are laid out as follows. Although previous studies have confirmed the importance for such services for both banks and customers, the level of electronic banking services adoption in jordan is still low. Based on prior studies, web security, internet usage, economy status, high branch intensity, competition, government prioritization regulations, and literacy. Competition and reforms in ghanas financial sector have brought about a lot of innovation into the ghanaian banking industry. 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. Banks are forced to promote online banking services to. Therefore, internet technologies is needed by at least banking firms, so that they will feel a sense of belonging in this computerrich society of this millennium. Adoption of electronic banking in ghana banking system a case study of guaranty trust bank ghana limited dr. To access a financial institutions online banking facility, a customer must be registered user of the institution and must have password for customer.
This masters thesis evaluates customer satisfaction with internet banking service quality in ghana commercial bank gcb and merchant bank of ghana mbg. Virtual bankingebankingonline bankinginternet bankingpersonal computer bankinghome bankingremote electronic bankingphone banking, these are the synonyms for the electronic banking. Previously, the provision of banking services in ghana was basically manual. Emerging developments in the banking industry of ghana. Internet banking lets you handle many banking transactions via your personal computer. Every day banks need to perform many activities related to users which need huge infrastructure with more staff members etc. 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. 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. Online banking system is progressively popular both in elsewhere. The key driver to charge has largely been the increasing sophistication in technology and the growing popularity of the internet. The study used purposive sampling technique to gather data from 288 students from a public university in ghana. 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. Bank of africa offers a rich and diversified range of. Rapid development of information technology has made banking tasks more efficient and cheaper.
This paper uses structural equation modeling to ascertain the extent to which 3 popular models of users behaviortheory of reasoned action tra, theory of planned behavior tpb, and technology acceptance model tamare predictive of consumers behavior in the context of internet banking. Effect of internet banking service quality on customer. Also known as internet banking, electronic banking or ebanking is the direct offer of banking and allied financial services to consumers without. Financial electronic technology and innovation for banking. The study assessed the impact of electronic banking on the profitability of a bank in ghana. This paper addresses significant gaps in existing knowledge about the internet banking landscape.
Impact of ebanking on the profitability of banks in ghana by. Abstract the purpose of this study is to investigate the key determinates of the adoption of internet banking in ghana through the theoretical lens of an extended unified theory of acceptance and use of technology utaut model. The term ebanking covers both computer and telephone banking. 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. Abstract the internet and other electronic media have had a positive impact on the lives of individuals and businesses all over the world. Electronic banking has blurred the boundaries between different financial institutions, enabled new financial products and services, and made existing. The indian experience pooja malhotra, balwinder singh abstract the paper describes the current state of internet banking in india and discusses its implications for the indian banking industry. The indian banking industry has witnessed a great success after the period of 1991 as the concept of lpg liberalization, privatization, and globalization emerges. As the internet is a mass medium, mass media theories may be helpful in explaining why people choose the internet for general message consumption.
Ghana s banks have performed poorly in the past, offering but a narrow range and inefficient delivery of financial instruments, being strongly biased in their reach to the urban formal sector and, in particular, to the holding of. 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. Use of social media and its impact on academic performance. Over the last decade, internet usage has been increasing dramatically in ghana and presently, nearly eight times as many ghanaians are internet users. This study investigated the extent of the adoption and usage of the mobile phone banking services among banking customers in nigeria and the associated problems. Customer perceived value in internet banking in ghana, master thesis, department of business administration and social sciences, lulea. Abstract 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 evolution of digital banking in ghana businessghana. 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. This is an approach to provide an opportunity to the customers to have some important transactions to. Banks have actively encouraged this costsaving trend by persuading customers to sign up. For instance, you may use your computer to view your account balance, request transfers between accounts, and pay bills electronically.
This study sought to determine the impact of mobile and internetbanking on performance of financial institutions in kenya where the survey was conducted on financial institutions in nairobi. Virtual banking e banking online banking internet banking personal computer banking home banking remote electronic banking phone banking, these are the synonyms for the electronic banking. These two types of banking involve the usage of passwords. The introduction of ezwich in ghana in 2008 came with so much euphoria as great news. Operations of the automated teller machine facility from customers perspective kwaku d. A study of awareness of ebanking services in india by. 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. However internet banking and online banking is not yet developed in ghana amaoko, 2012. First, the initial personal choice of the internet as a medium for information consumption underpins consumer adoption of internet banking. Internet banking system and method in which a personal.
Financial sector reforms and bank performance in ghana. The study examined the impact of ebanking on customer service and. 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. 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. Internet banking is becoming increasingly popular due to convenience and flexibility it offers.
The impact of internet banking on bank performance and risk. Examining the effectiveness of electronic payment system. Role of information technology it in the banking sector. Visit for more related articles at journal of internet banking and commerce. Customers attracted by online banking convenience, seem largely unconcerned about identity theft and phishing email scams. 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. The evolution of digital banking in ghana business day ghana. Banking is now no longer confined to the branches were one has to approach the branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. Impact and challenges of information communication.
Determinants of mobile banking adoption in the ghanaian. Electronic banking and the challenges of the ghanaian. Exploring the factors that influence the adoption of internet. The study was a crosssectional survey that employed the use selfadministered questionnaire to collect data from a sample of. In the case of ghana, electronic banking is gradually becoming acceptable to all. People are using the digital platforms to purchase goods and services and transact businesses. 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. Bank of africa migrates internet banking from bweb to boaweb star rfm february 26, 2019. This paper addresses significant gaps in existing knowledge about. Bank of ghana, banking sector report p a g e i internet. Abstract the study examined the impact of e banking on customer service and profitability of banks in ghana. Factors affecting jordanian consumers adoption of mobile. Ebanking in ghana prospects and challenges graphic online. We provide the best banking and finance project topics for all final year research paper.
This paper analyses the structure, conduct, and performance of commercial banks in ghana. Also known as internet banking, electronic banking or ebanking is the direct offer of banking and allied financial services to. The term e banking covers both computer and telephone banking. Mar 23, 2018 ebanking in ghana prospects and challenges. Bank of africa offers a rich and diversified range of products and services to its customers. The study was a crosssectional survey that employed the use selfadministered questionnaire to collect data from a sample of 200 respondents through personal contact. Download complete, reliable and ready made banking and finance project work. This has made the transition to electronic banking a necessity for banks in order to be. Abstract the paper describes the current state of internet banking in india and discusses its implications for the indian banking industry. E banking, service quality and customer satisfaction in. Understanding customer satisfaction of internet banking. The aim of the paper was to determine the adoption, challenges and some critical successes of electronic banking in the ghana.
How the bank finds itself before a new fact imposed by technology revolution that has changed their work mechanisms from traditional means to electronic means. Banking and finance project topics and materials projectng. The shift from traditional banking to ebanking is changing customers expectations. Pdf abstract the introductions of electronic banking products and services have changed the nature and way of financial service delivery to customers. Electronic banking is an important tool for all banks to survive in the competitive nigerian banking industry.
Perceptions of uk based customers toward internet banking in the. Abstract banking in several developing countries has transcended from a traditional brickand mortar model of customers queuing for services in the banks to modern day banking where banks can be reached at any point for their services. Abstract internet banking is changing the banking industry, having the major effects on banking relationships. The study presents the major factors for internet banking adoption and compares the levels of adoption across countries, in order to identify more easily what factors to consider most while providing banking services over the internet. Nolle office of the comptroller of the currency economic and policy analysis working paper 20009 september 2000 abstract. Abstract the introductions of electronic banking products and services have changed the nature and way of financial service delivery to customers in ghana. 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. Never click on a link in an email that takes you to a website that asks you to enter your personal. Always access our online banking service by entering the url into your browser. Therefore, internet banking applications make bank to build the orientation of technological innovations up arnaboldi and. Internet banking an overview by juergen seitz and eberhard stickel email.
Within the scope of the survey, bankers and customers from adb, gcb, fidelity bank, access bank and bonzali rural bank, as well as experts from the banking industry and. Our internet banking service gives you unrestricted and secure access to your account. Download the pdf of the application with adobe acrobat. As the trend is shifting to mobile banking, there is a challenge for cios and ctos of these banks to decide on how to leverage their investment in internet banking and offer mobile banking, in the shortest possible time. Impact of internet banking service quality on customer. Agboyi research paper postgraduate business economics banking, stock exchanges, insurance, accounting publish your bachelors or masters thesis, dissertation, term paper or essay. The paper examines the influence of internet banking service quality ibsq on customer satisfaction cs in the ghanaian banking industry. Factors that influence internet banking adoption in ghana. This study examines the relationship between the quality of service and customer satisfaction in the e banking era. Fill it in and send it to ghana international bank plc, 67 cheapside 1st floor, city of london, ec2v 6az, uk.
The ethical issues in online banking systems information. The internet banking phenomenon has transformed the way banks across the world carry out. The impact of internet banking service quality on customer satisfaction in the banking sector of ghana swedish abstract en the development of information and communication technology ict in subsaharan africa over the last two decades is drastically altering the way business is done in subsaharan africa in general and ghana in particular. The research employed a research questionnaire from a survey that sought to seek opinion from customers and experts regarding the banking sector and the new economy in ghana. The evolution of internet banking information technology essay. 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.
Ghanas banks have performed poorly in the past, offering but a narrow range and inefficient delivery of financial instruments, being strongly biased in their reach. It is identified that the on line banking system allows the customer to access in a secure banking website and executes a banking facility via web page, and there again the peoples perspective on this differes along with the society and the governemnt. Journal of internet banking and commerce, april 2016, vol. Free convenience there are no extra charges for ghib internet banking just the normal fees that apply to your transactions. Customers perception of innovative banking products in.
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. This will be accessible to all customers who have a valid user id and password. Abstract internet banking is a product offered by commercial banks to enable clients carry out banking transaction at their convenience and at any time. The empirical investigation uses two different measures of concentration to. Exploring the factors that influence the adoption of. This can be attributed to the tremendous growth in mobile penetration in many countries across the. 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. The proliferation of the 3g third generation of wireless and widespread. Electronic banking and the challenges of the ghanaian business. Internet banking is treated as a major development in the financial service sector during recent years.
Abstract this project aims at creation of a secure internet banking system. Download ghib personal internet banking application. Internet banking is a tool in the service delivery arsenal for. Impact of ebanking on traditional banking services shilpan vyas school of computer science and information technology, singhania university, pacheri bari, jhunjhunu 333515 rajasthan, india. This study explores how innovative banking products are perceived by consumers. Singh 2002 opined that technology has introduced new ways of delivering banking services and products to the customers, such as atms, and internet banking ib. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. This research paper aims make an original contribution to the existing knowledge by investigating the impact of internet banking service quality on customer satisfaction in new delhi, the capital city of india 33,34. A study of awareness of ebanking services in india by leela. In fact, most customers seem to believe that online banking is completely safe simply because their. Pdf a conceptual analysis of internet banking users.
Electronic banking ebanking can be regarded as the grand innovation in the industry. Adoption of electronic banking in ghana banking system. The various dimensions of the internet banking service quality that were taken into consideration while making the study were. An investigation into the determinants of customers preferences and satisfaction of internet banking empirical study of iranian banking industry.
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