Adoption of Electronic Banking: Evidence from Ghana

Abstract

This paper sought to examine the adoption of Electronic Banking products by customers as well as the perceived benefits and the barriers experienced by Ghana Commercial Bank customers.Both primary and secondary data were used in the study. The population for this study was customers of Ghana Commercial Bank. Sample size of 520 customers was selected using convenience sampling.  SPSS was used for the data analysis. It was observed from the analysis that GCB has implemented E-banking products to stay in tune with its competitors for the market share and customers acceptability of the various banking products.  The study shown that of all the electronic banking products, ATM was rated high on the attribute of simplicity, enjoy-ability and less difficult when it comes to its usage. In addition, ATM was the preferred choice of the respondents in relation to the security of the various e-banking products and how comfortable the products have made banking easier. Finally, it was observed that 77% rarely have problems with the services and 86% sometimes seek assistance before using the products. The study recommends that GCB should improve on the technical and functional quality of their ATM since it is the most preferred electronic banking product by customers. In order to enhance customer retention, product innovation should be carried out on GCB’s, ATM.

Keywords: Banking; Electronic; Adoption