Factors affecting customers’ adoption of electronic banking in ghana: a case of ecobank Ghana limited
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Date
2021
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KNUST
Abstract
Electronic banking is one of the modern approaches used by most financial institutions in doing transactional activities such as buying and selling, transferring capital or receiving capital, making inquiry or verifying information and others. The e-banking system allows banks to offer various services to the customers and some of these essential services may include lending, receiving financial advice, providing other products, deposit taking, account management, electronic payment of bill and others like sending e-mobile money. The main objective of the study was to determine the factors influencing the adoption of e-banking at Ecobank Ghana. Specifically, the study sought to; determine the effect of perceived usefulness of e-banking, the effect of security of e-banking on e-banking adoption, the effect of accessibility of e-banking on e-banking adoption and the effect of perceived ease of use of e-banking on e-banking adoption at Ecobank Ghana. This study employed quantitative research approach and structured questionnaire. Sample size of 200 customers were selected for the study. SPSS version 23 was used to analyzed the data. The study found that perceived ease of use, perceived usefulness and e-banking security had significant effects on e-banking adoption. The study however found that accessibility had insignificant effect on e-banking adoption. The study concludes that factors such as perceived ease of use, perceived usefulness and e-banking security influence the adoption of e-banking among customers at Ecobank Ghana. The study recommends that while e banking is convenient and preferred by many customers, some customers are reluctant to use it due to the inability to read and follow electronically programmed commends, hence the need to redesign electronic devices to include command audio systems that use local language to increase accessibility for all customers. The use of local language would ensure that voice commands are used to guide people who cannot read and follow processes.
Description
A thesis submitted to the department of accounting and finance, Kwame Nkrumah university of science and technology, school of business in partial fulfillment for the award of master of science in accounting and finance