An Investigation into Factors Impacting on Customer Decision to Adopt E-Banking: Viewpoints of GCB Customers

Emmanuel Obeng-Ayisi (), Charles Quansah (), Ronald Osei Mensah () and Andrews Acquah ()
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Emmanuel Obeng-Ayisi: Corporate Department of Marketing and Corporate Strategy, School of Business, Kwame Nkrumah University of Science and Technology
Charles Quansah: Department of Geography, Simon Diedong Dombo University of Business and Integrated Development Studies, P.O. Box 64 WA, Upper West, Ghana
Ronald Osei Mensah: Centre for Languages and Liberal Studies, Social Development Section Takoradi Technical University, P.O. Box 256, Takoradi, Western Region, Ghana
Andrews Acquah: Assistant Research Fellow, National Center for Research into Basic Education, University of Education, Winneba

Technium Social Sciences Journal, 2022, vol. 33, issue 1, 357-371

Abstract: This study was focused on evaluating the factors influencing the decision of customers of GCB bank on the adoption of e-banking. The study used a descriptive design where a structured questionnaire was administered to 351 customers of five selected GCB bank branches in the Kumasi Metropolis using convenient sampling technique. Data was analysed using the Statistical Package for Social Sciences (SPSS) version 20 software. It was identified that although people have knowledge about e-banking, their focus on using it is a bit questionable. For instance, customers are much more conversant in the use of SMS banking and ATM as compared to their conversant use of credit cards, internet banking and phone banking. In terms of the useful features of e-banking that necessitates its adoption by customers, e-banking was seen as convenient, easily accessible, easy to use, useful, advantageous and highly secured. However, issues of inadequate education, huge security issues, high illiteracy, network failure, inadequate governmental policies and slow response from the bank are possible in curtailing the frequent adoption of the services by customers of the bank. Therefore, the management of the bank should put in structures and measures to make the e-banking platforms adopted by the bank more user friendly for customers to subscribe to the products.

Keywords: customer; e-banking; e-services; e-money; knowledge utilisation; organisations; Technology Acceptance Model (TAM) (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:tec:journl:v:33:y:2022:i:1:p:357-371

DOI: 10.47577/tssj.v33i1.6572

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