Global Journal of Commerce & Management Perspective
Open Access

Abstract

The Impact of E-Banking on Customer Service and Profitability of Banks in Ghana

Dr. Alex Addae-Korankye

The study examined the impact of e-banking on customer service and profitability of banks in Ghana. Random sampling was used to select ten banks and two hundred and fifty customers all in Accra for the study. The study found that E-banking and hence Information and Communication Technology has impacted positively on customer service and profitability of banks though there are a number of challenges. It was recommended among others that there should be 24/7 monitoring of the Automatic Teller Machines(ATMs) so that any failure is addressed as soon as possible to guarantee customer retention. It was concluded that the government should provide adequate regulatory framework that will ensure customer protection and security of transactions; and again to achieve competitive advantage periodic training programmes on ICT should be organised by the banks to ensure that their employees are always abreast with current trends and programs in ICT