Accessing the Impact of Information and Communication Technology (ICT) On the Performance of Banks in Ghana: A Case Study of Ghana Commercial Bank Limited

Abstract

The study sought to examine the impact of Information and Communication Technology (ICT) on the performance of Ghanaian banks with a case study at Ghana Commercial Bank Limited. Information and Communication Technology (ICT) is at the centre of this global change curve. The application of ICT concepts, techniques, policies and implementation strategies to banking services has become a subject of fundamental importance and concerns to all banks and indeed a prerequisite for local and global competitiveness. The main objectives of the study were to assess the impact of ICT on the financial performance of Ghana Commercial Bank Limited (GCB), to find the contribution of ICT based products to customer satisfaction, to examine how ICT has helped reduce operational cost of GCB and to determine the effect of information technology on the liquidity of GCB. Qualitative data was collected using purposive sampling technique. SPSS was used in the descriptive analysis of one-hundred (100) administered interview guide and open-ended questionnaires. The study revealed that ICT Capital has accelerated growth in the bank. Also, ICT facilitated the absorption of high and medium skilled labour. This has a positive effect on the labour output at the bank. The study findings revealed that the bank's use of ICT also enabled the bank to offer a broad variety of services to customers, coordinate branch activities, and meet up with changes in government regulations and policies. The study observed by concluding that the bank's use of ICT has had an impact on the performance of the bank by way of increasing the bank profitability and also reducing the operational cost of the bank.