Навчально-науковий інститут бізнес-технологій «УАБС» (ННІ БТ) (1980-2021)
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Item Internet banking: an initial look at Ghanaian bank consumer perceptions(Українська академія банківської справи Національного банку України, 2008) Woldie, A.; Hinson, R.; Iddrisu, H.; Boateng, R.Internet banking is a tool in the service delivery arsenal for banks. This study focuses on client-bank relationship and on how Internet adoption may improve the qualitative relationship between banks and firms in Ghana and the business they serve. The study adopted a triangulation approach in meeting its objectives. A sample of 180 companies was sampled from the manufacturing, commerce, and services sectors of the economy. The findings of the study were mainly reported by means of descriptive statistics. The research findings indicate that Internet banking services are at their infant stage. Of the respondents, 68% had heard about Internet banking while 33% have never heard about it. 55% of the respondents said security concerns were the major barrier to the adoption of Internet banking. 55.6% of the firms that responded were not connected to the Internet whiles 44.4% were. Majority of the interviewees said they would still visit the bank even if their company adopts Internet banking. Access to their account balance and understanding customer needs are the most important factors for facilitating a good bank client relationship for firms in Ghana and their banks. Banks in Ghana need to start considering the introduction of Internet strategies in the development of customer relationship management (CRM) programs, which will ultimately increase the customer lifetime value of their clients. The present paper is one of the first Internet banking studies from a West African context on the usefulness of Internet banking technologies to bank clients.Item Indexes of the services' quality in banks of Gana according to the universal banking activity(Ukrainian Academy of Banking of the National Bank of Ukraine, 2006) Hinson, R.; Mohammed, A.; Mensah, R.Service delight is now the ethos of several progressive companies over the world. With this increasing emphasis on service delight and service quality, the banking industry in Ghana is becoming increasingly competitive and the natural dilemma. This paper sought to investigate service quality perception of three top banks in Ghana: Barclays bank, Standard Chartered bank and Ghana Commercial Bank. The purpose of the study is to compare service quality across these three banks and to determine the most important factors contributing to service quality. The study reveals that all the banks selected differ on the service quality dimensions. BBGL provides better services in terms of the level of service quality provided to client than the listed (GCB and SCB) banks. The study also reveals that the locally owned bank (GCB) provides social services rather than the multinational banks. Interestingly, the study reveals that clients expectation on all the service dimension have not been met by the Ghanaian banks. The study revealed that all the service quality dimensions contributed significantly to the prediction of service quality in Ghana with human element of service quality being highly predictive of perceived service quality. Tangibility is the least predictive of perceived service quality. The findings show that there is room for service quality improvement in Ghana’s banking industry. Recommendations were provided in the main text.