A Customer-Complaint Analyzer for E-Banking Services: The Context of the Ghanaian Banking Industry

Abstract

Banking and financial institutions continue to intensify their efforts to engage in technological innovations in the provision of quality e-banking products and services. With this strategic approach, many banks in Ghana have migrated from the traditional and rudimentary branch banking to web-based banking transactions. This paper develops a model for a web-based customer-complaint analyzer that addresses customer complaints or suggestions in real time as well as supporting decision making processes of banks and other financial institutions. The exploratory prototype model, context diagram and UML use-case diagram were used to simplify and explain the design and development phases of the system. Both alpha and beta tests were done at the Ghana Commercial Bank and the United Bank for Africa (UBA) Ghana Limited of the KNUST Branch in Kumasi, Ghana. It is very expedient on the part of banks in Ghana to use complaint analyzer system to enable them do analyses on customers’ complaints or suggestions as well as on performance for improved and better service delivery.

Keywords: e-banking, analytical performance, customer complaints analyzer, banking industry, customer service delivery