Assessing Customers’ Perception of Electronic Banking Services: Evidence from Ghana Commercial Banks in Kumasi Metropolis

Abstract

The study sought to investigate customers’ satisfaction about the quality, accessibility and challenges associated with electronic banking in Ghana with the Kumasi Metropolis as Focus. Quantitative research method with descriptive research design was used. The primary data obtained through purposive questionnaire were analyzed using Statistical Package for Social Sciences (SPSS), Principal Component Factor Analysis, and Relative Importance Index. The quality of electronic banking (e-banking), additional support services, benefits to banks, risks in internet banking, prompt responses and content format were regarded satisfactory; sophisticated software, diverse features, ease of use, banking cards, support services and environmental conditions were regarded quite satisfactory; internet connection, user’s ability to access, and availability of Automated Teller Machines (ATM) machines were however, unsatisfactory. The study concludes that customers have a mixed of positive and negative perceptions of e-banking services offered by commercial banks and suggests better means of raising funds to provide ATMs at vantage points and intensify their marketing to create more awareness.