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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Emmanuel Obeng-Ayisi & Charles Quansah & Ronald Osei Mensah & Andrews Acquah, 2022. "An Investigation into Factors Impacting on Customer Decision to Adopt E-Banking: Viewpoints of GCB Customers," Technium Social Sciences Journal, Technium Science, vol. 33(1), pages 357-371, July.
    • Handle: RePEc:tec:journl:v:33:y:2022:i:1:p:357-371
    DOI: 10.47577/tssj.v33i1.6572
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    References listed on IDEAS

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    1. Gelderman, Cees J. & Ghijsen, Paul W.Th. & van Diemen, Ronnie, 2011. "Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 414-421.
    2. Chaouali, Walid & Ben Yahia, Imene & Souiden, Nizar, 2016. "The interplay of counter-conformity motivation, social influence, and trust in customers' intention to adopt Internet banking services: The case of an emerging country," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 209-218.
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    Cited by:

    1. Md. Abdul Bashir & Md. Alaul Haque & Aidin Salamzadeh & Md. Mizanur Rahman, 2023. "Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?," FinTech, MDPI, vol. 2(3), pages 1-11, September.

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    More about this item

    Keywords

    customer; e-banking; e-services; e-money; knowledge utilisation; organisations; Technology Acceptance Model (TAM);
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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