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Customer Satisfaction of Electronic Products and Services in Ghanaian Banks

机译：加纳银行电子产品和服务的客户满意度

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Ankrah (2012) stated that, Technology has brought about a complete paradigm shift in the functioning of banks and delivery of banking services. Technology is no longer an enabler, but a business driver. The growth of the internet, mobiles and communication technology has added a different dimension to banking. The information technology (IT) available today is being leveraged in customer acquisitions, driving automation and process efficiency, delivering ease and efficiency to customers. The purpose of this research is to find out the level of satisfaction of bank customers using electronic products and services provided by the banks. This was influence by the fact that customer satisfaction has a direct relationship with profitability. The Technology Acceptance Model (TAM) originally proposed by Davis (1989) was used as the framework within which this study was executed. This study adopted the survey method and the instrument used in this study was the questionnaire. The population for this study was the bank customers from six banks all selected at their head offices in Greater Accra region. Proportionate sampling was used to select the sample from the six banks. The raw data was analyzed using Statistical Package for Social Sciences (SPSS 17.0). It came to light from the findings that, most of the bank customers are satisfied with the operations of the banks. It was also clear that, almost all the banks have websites, but it was observed that most of the bank customers do not visit the bank’s websites or even if they do, once in a while. Even though the banks offer SMS banking, it is noticeable that most of the bank customers do not use the SMS banking. In the same vein, it is apparent that most of the bank customers do not use the internet banking. The hypothesis tested statistically at a significance level of 0.05 also confirms the fact that, customers are satisfied with the services of banks with modern technology. This research would help the bank management to know the level of electronic products and services usage as well as improving the level of satisfaction and strengthening the bond between the banks and their customers, thereby helping them to retain and/or expand their overall customer base. This research would also add to existing literature in the field of information technology in banking and both students and scholars can also draw knowledge from this research.
机译：Ankrah（2012）指出，技术已彻底改变了银行的运作方式和银行服务提供方式。技术不再是推动者，而是业务驱动力。互联网，手机和通信技术的发展为银行业增加了新的面貌。当今可用的信息技术（IT）被用于客户获取，驱动自动化和流程效率，为客户提供便捷性和效率。本研究的目的是通过使用银行提供的电子产品和服务来找出银行客户的满意度。客户满意度与获利能力直接相关的事实影响了这一点。最初由戴维斯（1989）提出的技术接受模型（TAM）被用作执行本研究的框架。本研究采用调查方法，本研究使用的工具为问卷。这项研究的人口是来自六家在大阿克拉地区总部选择的银行的银行客户。使用比例抽样从六个银行中选择样本。使用社会科学统计软件包（SPSS 17.0）分析了原始数据。从调查结果中发现，大多数银行客户对银行的运作感到满意。同样很明显，几乎所有的银行都有网站，但是据观察，大多数银行客户偶尔也不访问银行的网站，即使他们访问过。即使银行提供了SMS银行服务，但值得注意的是，大多数银行客户都不使用SMS银行服务。同样，很明显，大多数银行客户都不使用网上银行。在显着性水平为0.05的情况下进行统计检验的假设还证实了以下事实：客户对使用现代技术的银行服务感到满意。这项研究将帮助银行管理层了解电子产品和服务的使用水平，以及提高满意度和加强银行与客户之间的联系，从而帮助他们保留和/或扩大其整体客户群。这项研究还将增加银行业信息技术领域的现有文献，学生和学者也可以从这项研究中汲取知识。

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