The contribution of electronic banking to banks’ profitability and service delivery.A Case Study of Fidelity Bank Ghana Ltd.
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Date
August, 2015.
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Abstract
Electronic banking is changing the face of banking within the last decade. The aim of the study was to examine e-banking‘s contribution to profitability and service delivery of Fidelity Bank Ghana Limited. In achieving the aim of the study, the following objectives were espoused: Ascertain the electronic banking services offered by FBL; Examine the contributions of e-banking to FBL‘s profitability; Assess if the provision of these services has affected the service delivery of FBL; and Understand the challenges faced by FBL in the introduction of electronic banking services. The population comprises of all the branches of Fidelity Bank Limited. In selecting the respondents, both purposive and stratified random samplings were used. The purposive sampling was adopted to select managers who are in charge of electronic banking. The stratified random sampling was also adopted to select respondents from all the departments in the bank. Both primary and secondary data were used with questionnaires as the main instrument used for the collection of primary data. Data was analysed using inferential analysis including mean, standard deviation, charts, tables and percentages. The study also found out that e-banking products makes delivery of banking services very convenient with less queuing unlike the traditional branch banking. Again e-banking transactions are secured, the e-banking products are very easy to use and the various e-banking products do not share the personal information of customers with others. The study also revealed that electronic banking contributes to profitability of banks since offering e-banking is quite cheaper than the traditional branch banking. The study recommended that the Government of Ghana should provide the necessary measures in place in terms of legislations and infrastructure to create the enabling environment for electronic banking to thrive in Ghana which will intend help to generate revenue for the country through the charges paid as VAT by the banks.
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A Thesis submitted to the School of Business, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of Masters in Business Administration (Finance),