Abstract:
Abstract
The study sought to investigate customers’ satisfaction about the quality, accessibility and
challenges associated with electronic banking in Ghana with the Kumasi Metropolis as Focus.
Quantitative research method with descriptive research design was used. The primary data
obtained through purposive questionnaire were analyzed using Statistical Package for Social
Sciences (SPSS), Principal Component Factor Analysis, and Relative Importance Index. The
quality of electronic banking (e-banking), additional support services, benefits to banks, risks
in internet banking, prompt responses and content format were regarded satisfactory;
sophisticated software, diverse features, ease of use, banking cards, support services and
environmental conditions were regarded quite satisfactory; internet connection, user’s ability
to access, and availability of Automated Teller Machines (ATM) machines were however,
unsatisfactory. The study concludes that customers have a mixed of positive and negative
perceptions of e-banking services offered by commercial banks and suggests better means of
raising funds to provide ATMs at vantage points and intensify their marketing to create more
awareness.
Keywords: Accessibility, Electronic Banking, Customers, Quality, Satisfaction
