Customers’ Satisfaction and Attitude towards Electronic Banking Services in Ghana: A Case Study of Selected Banks in Kumasi Metropolis

Abstract

This study examines customers’ satisfaction and attitude towards electronic banking services in selected banks in the Kumasi Metropolis of Ghana. The study used a descriptive research design and convenience sampling method for data collection. Two hundred banking customers often selected commercial banks in the Kumasi Metropolis were selected for the study and a structured questionnaire was used to gather the information. From the survey findings, the result indicated that 189 respondents representing 94.5% regularly used e-banking to transact business with their various banks. The study findings indicated that customers’ anticipations before the use of e-banking have been realised with  current services as 152 (76%) of the respondents strongly agree and 48 (24%) respondents agree that e-banking services charges being considered as moderate fee, 82 (41%) respondents strongly disagree with this assertion, 16 (8%) of the respondents disagree with the assertion, 80 (40%) respondents agree and 22 (11%) respondents strongly agree that the e-banking service charges were moderate.  All the respondents had complete satisfaction with the use of e-banking. The study concludes that the use of e-banking services have increased banking service quality and established customers’ satisfaction.

Keywords: electronic banking, customer satisfaction, banking services, service quality, ICT