Technology and service quality in the banking industry in Ghana
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Date
2012
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Information and knowledge management
Abstract
Globally, retail banks are entering a new era. Sett
ing out a clear strategy is becoming more difficult
as regulatory and
political intervention changes the market structure
, and banks are under enormous pressure to restore
public
confidence in the role that they play in society. A
s banks respond to these structural pressures acros
s markets and
strive to obtain a competitive advantage, the chall
enge remains to keep the customer experience and wi
der brand
perceptions central to all strategic thinking; in t
erms of technology and service quality. This resear
ch is aimed at the
analysis of technology and service quality in the b
anking industry in Ghana. The research made use of
both primary
and secondary data instruments for data gathering;
questionnaires were used for gathering primary data
and the
internet, organization’s website, Board minutes and
brochures were means for secondary data collection
. The
population for the study was staff and customers of
six Ghanaian Banks and the sample was restricted t
o 500
respondents. Data was analyzed and presented in tab
ular and graphical forms; tables, and bar graphs. T
his research
has reinforced that there are few global trends in
retail banking, as customer perceptions are driven
by a range of
things, including many cultural differences, varyin
g levels of overall market maturity and significant
differentials in
technology and service quality. It is vital to reco
mmend that banks combine their knowledge of the cus
tomer base
with the technology available to improve their serv
ice offerings to ensure quality.
Description
Keywords
Technology, Service quality, Bank
Citation
Ankrah, E. (2012). Technology and service quality in the banking industry in Ghana. In Information and knowledge management (Vol. 2, No. 8)