Effect of Information Communication and Technology (ICT) on the Performance of Financial Institutions in Ghana; A Case of Barclays Bank Ghana Limited, Sunyani Branch

Abstract

The study sought to examine the contribution of Information and Communication Technology (ICT) on performance of banks in terms of service delivery in financial institutions in Ghana. The high competition in the Ghanaian banking industry has forced rapid changes as a result of technological innovation, increased awareness and demands from customers. The study adopted both exploratory and descriptive research design. Qualitative research method was used in collecting data and data was analyzed qualitatively. The main instrument for collecting data was the structured questionnaire. A sample size of 50 respondents consisting of 8 staff members and 48 customers of Barclays Bank was used for the study. A structured questionnaire was the main data collection instrument. The purposive and systematic sampling techniques were used to obtain the required sample size. The main tool which was used for the data analysis was Statistical Package for Social Sciences. Frequencies and percentages were used to present the data in a tabular form. The limitation affecting the study was time and financial constraints. The study revealed that ICT has an appreciable positive effect on performance due to improved customer service delivery. This affects the growth of Barclays Bank. ATM service flaws such as withdrawal discrepancies, issuance of faulty cards and long time for applied ATM cards to arrive deter most customers from accessing the service. Following from this study, it is recommended, Barclays Bank enhances the performance of their ATMs and their networks to increase customers satisfaction.