The Effect of Electronic Banking Products on Customer Satisfaction and Loyalty: A Case of GCB Bank Ltd, Koforidua

Authors

  • Martin Otu Offei
  • Kwaku Nuamah-Gyambrah
  • Samuel Baffoe

DOI:

https://doi.org/10.55058/adrrijet.v2i12.239

Abstract

The study aims to find out the effect of electronic Banking products on customer satisfaction and loyalty. The objectives were to evaluate the effectiveness of electronic banking methods employed by the Bank; to determine the current level of customer satisfaction and loyalty at GCB Bank Ltd (GCB), Koforidua; and to find out the relationship that exists between electronic banking and customer satisfaction. Findings on the effectiveness of electronic banking methods employed at GCB, Koforidua Branch indicated that the methods offer quick services to its clients; respondents can easily transfer money from one account to another electronically; there is insufficient number of Automatic Teller Machine (ATM) booths. Findings revealed that Electronic Banking has satisfied most of the customers' banking needs; GCB is characterized with long queues; the presence of breakdowns of ATM machines affects Electronic banking services hence affecting the level of client's satisfaction. The Pearson's correlation between Electronic banking and customer satisfaction stood at 0.388, which is a weak direct relationship between the two variables. It's been recommended that management of GCB invest in IT to further promote efficient service delivery. There is also the need to do extensive customer education to enable more customers patronize.

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Published

2016-04-30

How to Cite

Offei, M. O., Nuamah-Gyambrah, K., & Baffoe, S. (2016). The Effect of Electronic Banking Products on Customer Satisfaction and Loyalty: A Case of GCB Bank Ltd, Koforidua. ADRRI Journal of Engineering and Technology, 2(12), 1-7. https://doi.org/10.55058/adrrijet.v2i12.239

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