The Contribution of Electronic Banking to Customer Satisfaction: A Case of Gcb Bank Limited - Koforidua

Abstract

Internet banking has the potential to provide fast and reliable services to customers for which they are relatively happy. Due to the technological changes taking place all over the world, many institutions, including the banking sector have taken giant steps to move in tandem with these changes. In this light most banks, with GCB Bank, Ghana, not being an exception have introduced electronic banking in order to decongest the banking halls of customers who spend time unending in order to transact business. The purpose of this research was to assess the Contribution of Electronic Banking to Customer Satisfaction at GCB Bank-Koforidua, to this end some objectives were set for the study. These were: To assess the availability of electronic banking facilities at GCB Bank, Koforidua. To assess the knowledge and patronage of internet banking services by customers, to examine the effectiveness of the usage of electronic banking facilities, to examine the problem facing an internet banking in GCB Bank, Koforidua. This is a quantitative study that employed the use of questionnaires as the main tools for data collection. Data was collected from management, staff and customers of GCB Bank, Koforidua Branch. Findings from analysis of data revealed that though there was the existence of internet banking facilities of the bank, respondents of the study were not fully aware of the existence of such facilities. It was also found that the use of internet banking was quite expensive and that though the bank was utilizing the facility, customers were not fully patronizing them. It was concluded that internet banking brings efficiency in the operations of the bank. Finally, the study recommended that all branches of GCB Bank adopt internet banking facilities to help in effective banking operations and transactional purposes. To maximize the operations and potential of the bank management must endeavor to educate the customers about the existence of internet banking facilities since a few customers were aware of the existence of such facilities.

The Role of E-Banking on Operational Efficiency of Banks in Nigeria

“…The ATM, later evolved from being a mere currency dispenser into a multifunctional device that enables customers to conduct a whole range of transactions from account management, fund transfer, to bill payments. In the latter half of the 1990s, but with the development of the Internet and the World Wide Web (WWW), customers could bank from the comfort of their homes (Salehi and Alipour, 2010) and since then, as affirmed in Offei and Nuamah-Gyambrah (2016), the banking industry has been undergoing changes, in form of innovative use of information technology and development in electronic commerce. For this reason, the emergence of e-banking can be said to be one of the advantages of e-commerce in relation to the needs of business to conduct easy, quick and precise banking operations (Hoseini and Dangoliani, 2015).…”

“…Specifically, it provides banks with the opportunity to develop a stronger and more durable business relationship with their customers. For instance, it makes access to finance from banks attractive with funds appearing to be much more available (Salehi and Alipour, 2010), and customers are given the opportunity to conduct banking transactions with great peace of mind and at their convenience (Offei and Nuamah-Gyambrah, 2016). Before the introduction of electronic banking, transactions took a lot of time to execute and this was tiring.…”

“…Banking in Nigeria has come a long way from the time of ledger cards and other manual filling systems (Offei and Nuamah-Gyambrah, 2016). Then, it was a very tedious and a cumbersome profession, with bulky files kept and retrieved manually, and customers having to stand on long queues for a long time and sometimes might at the end of the day not achieve their aim.…”

Impact of E-Banking on the Development of Banking Sector in Nigeria

“…This growing acceptance of the digital lifestyle, as stated in Salehi and Alipour (2010), has brought a significant transformation in customers' expectations from their financial service providers. According to Offei and Nuamah (2016), customers are now seeking for a faster and convenient technology with more rewarding banking experience.…”

Adoption of Mobile Banking in Saudi Arabia : An Emprical Evaluation Study

“…A number of electronic channels used in delivering banking services to consumers are becoming common, such as Automated Teller Machines (ATMs), e-wallets, Point of Sales (POSs), the Internet and mobile devices [2]. These electronic banking (e-banking) channels services offer the opportunity to banks' customers to perform banking transactions with excessive peace of mind and with the flexibility of time [3]. In addition, the adoption of Banking Technology (BT) has enabled banks to make the international market more truthful [4], with mobile devices becoming smarter and smaller.…”