THESIS TOPIC: THE ASSESSMENT OF THE ADOPTION OFE-

BANKING BY CUSTOMERS IN THE BANKING

SECTOR. A CASE STUDY OF ECOBANK GHANAPRESENTED BY

NAME(S): AYABE ONDZAGHA O. A. LEWIS (B050111031) BOUKAKA LEMBA DIGNE A. (B050111021)

PROGRAMME: BBA BANKING AND FINANCESUPERVISOR: MR. OTU LARBI-SIAWDATE: 29/05/2014

OUTLINE OF PRESENTATIONBackground to the Study

Statement of the problem

Research Objective & Questions

Limitation of the Study

Literature Review

Methodology

Findings

Conclusion and Recommendations

BACKGROUND OF STUDY Electronic banking is the use of electronic and telecommunication networks to deliver a wide range of value added products and services to bank customers (Steven, 2002). Electronic banking refers to the use of the Internet as a delivery channel for banking services, including traditional banking services such as balance enquiry, printing statements, fund transfers to other accounts and bill payments (Frust, Lang and Nolle, 2000) and new banking services such as electronic regular payments and direct credit for salaries (Mukherjee and Nath, 2003). Internet banking allows customers to conduct a wide range of banking transactions electronically via the bank’s website anytime and anywhere, faster, and with lower fees compared to using traditional, real-world bank branches.

STATEMENT OF THE PROBLEMDue to e-banking being at its infancy in the Ghanaian banking industry the challenge remains on establishing it as an accepted practice for consumers in the banking industry.

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RESEARCH OBJECTIVE & QUESTIONS

MAIN OBJECTIVE to determine the adoption of e-banking facilities

among customers in Ecobank Ghana.

RESEARCH QUESTIONS

What is the level of awareness among customers?

What are the factors can both affect and improve the adoption of electronic banking?

What are the benefits of Electronic banking to customers and bank?

LIMITATIONS OF THE STUDY

The study is limited to only one bank .

Getting the appropriate people to interview was sometimes difficult.There were incorporated behavior of some respondents.Language barriers.

LITERATURE REVIEW 1THEORICAL BACKGROUND

Basics of Electronic Banking - Daniel, 1999 - Karjaluoto et al. (2002)

Conception of Electronic Banking -Michael Karlin,

LITERATURE REVIEW 2EMPIRICAL BACKGROUND

Electronic banking in Ghana e-banking in Ghana is facilitated by an automated clearinghouse system. The level of awareness among customers speed, convenience, availability and price incentives are the main motivation factors for the consumers to use e-banking.(Centeno 2004) Factors that can both affect and improve the level of adoption Internet security, consumer privacy, and banks reputation as the most important future challenges of E-banking adoption. (Aladwani, 2001) Benefits of Electronic banking both for banks and customers e-banking helps in expediting banking transactions, reducing the cost and you can utilize various banking services in your house.

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METHODOLOGY Research design Research

approach Data source Sampling

technique Population size Sample size Data analysis Ethical issue

survey Qualitative

approach Primary data Convenient 120 100 Microsoft

excel,SPSS Confidentiality,

Informed consent

FINDINGS To establish the level of

awareness among customers.

To identify major factors that can Both improve and affect the level of using e-banking among customers.

To identify the benefit of Electronic banking to customers and bank.

7.50%22.50

%

16.20%

39.70%

14.10%

Pourcentage1234<4

OBJECTIVES RESULTS

FINDINGS CONT’D

30.70%

3.30%

32.60% 30.40%

1.80% 1.20%

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CONCLUSION AND RECOMMENDATION It can therefore be concluded from this study that there is

high acceptance of electronic banking among customers

The growing use of the Internet for banking services

provides obvious advantages, not only for the banks’

customers but also for the banks themselves. According to

Furst et al (2000), both banks and their customers stand to

benefit substantially using the Internet to collect

information.

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References Aladwani, A., “Online Banking: A Field Study of Drivers,

Development Challenges, and Expectations,” International Journal of Information Management, vol. 21, pp. 213-225, 2001.

Centeno, C. (Cartographer). (2003). Adoption of Internet services in the enlarged European Union

Daniel, E. (1999). Provision of electronic banking in the UK and the Republic of Ireland. International Journal of Bank Marketing, Vol. 17 No. 2, pp. 72-82.

Frust, K., Lang, W.W., and Nolle, D.E. (2000). Internet banking: Developments and Prospects, Economic and Policy Analysis Working Paper 2000-September.

Karjaluoto, H., Mattila, M., and Pento, T. (2002). Factors underlying attitude formation towards online banking

Mukherjee, A. and Nath, P. (2003), "A model of trust in online relationship banking", The International Journal of Bank Marketing, Vol. 21 No. 1, pp. 5-15

Steven, Information System: The lnformation of E-Business, New Jersey, Natalie Anderson, pp. 11-36, 2002.