Electronic Banking Reforms: Assessment of Customer Awareness And Satisfaction in Ghanaian Banks: A Case of Ecobank Ghana Limited, Accra

Abstract

The purpose of this study was to assess customer awareness and satisfaction with regards to electronic banking in Ghana. The study was necessary since the issue of customer awareness and customer satisfaction with regards to electronic banking products/services have not received much attention in literature, particularly in Ghana. The study utilized the mixedmethod research approach through questionnaires and interviews in gathering primary data. Quantitative data collected through questionnaires was processed, coded and analyzed with the use of SPSS, with the results presented in frequency tables and graphs. The qualitative data was analyzed by identifying and categorizing the themes as they emerged. Findings of the study revealed a high level of awareness and satisfaction of customers to electronic banking products/services provided by Ecobank Ghana Limited, despite few challenges relating to unreliability and security issues associated to its adoption. Useful recommendations were provided with regards to customer awareness and satisfaction to stimulate financial growth and profitability in the banking industry. Keywords: Electronic Banking, Customer Awareness, Customer Satisfaction, ATM