Effect of Information and Communication Technology (ICT) on the Delivery of Banking Services in Ghana: A Case Study of Zenith Bank Ghana Limited

Patrick Enu, James Tetteh Gberbi

Abstract


The study seek to examine the awareness of Information and Communication Technology banking among customers; to analyze the usage of Information and Communication Technology in banking and to identify the benefits of Information and Communication Technology in banking. Convenience sampling technique was employed by the study. Questionnaire was used to collect the data. Statistical package for social sciences (SPSS) was used to analyze the data collected. Descriptive statistics (percentages and frequencies) was used to make inferences from the data analyzed. The findings regarding the study revealed that majority of the respondents (90%) have heard of Information and Communication Technology (ICT) whiles 10% said they were not aware of any banking services called Information and Communication Technology (ICT). The result also reveals that 41.1% use only ATM cards, the most widely used ICT products within the banks for transactions, however, significant proportion of respondents (22.2%) also uses combinations of ICT products. Results again show that ninety (90%) of respondents believed that ICT products and services have a positive effect, the most prominent effect was customers having more time for other businesses and administrative works get reduced drastically. Base on this, the researchers however, believed that considerable education and marketing of Information and Communication Technology (ICT) products and services of the banks will attract more customers and provide customer satisfaction.

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