Customers’ adoption of e-banking and its effects on banking services patronage in Ghana
Sampson Ato Sarsah, Hongyun Tian
The aim of the study was to ascertain the effects of customers’ adoption of e-banking on banking services patronage in Ghana. The study was explanatory and quantitative in nature. The population comprised customers of commercial banks in Ashanti region. Convenience sampling was used in selecting 450 customers within the Kumasi metropolis (regional capital) of the Ashanti region. The customers were selected from GCB Bank, ADB, UBA, Cal Bank, Fidelity Bank, and Access Bank. A structured questionnaire was developed for both categories of respondents, and the data was analysed using SPSS (v.20). The study concluded that, the speed of e-banking and privacy issues, were the two dimensions of e-banking that significantly impact on the patronage of general banking services. Automated Teller Machines (ATMs) was the most patronised e-banking services, followed by Internet banking, Mobile banking, Credit cards, and Telephone banking. The main reasons customers used e-banking services were to check account balance, withdraw cash, deposit cash, check bank statement, and to request for check book. Generally, customers had a favourable response towards e-banking. Security and cost issues were among the most significant hindrances in e-banking adoption. It was recommended that, banks already adopting e-banking must enhance its speed of service delivery. ATMs which are the most popular e-banking product in Ghana must be really enhance, and drastically minimise the service errors that are mostly encountered.
Sampson Ato Sarsah, Hongyun Tian. Customers’ adoption of e-banking and its effects on banking services patronage in Ghana. International Journal of Multidisciplinary Research and Development, Volume 8, Issue 8, 2021, Pages 30-38