n Journal of Emerging Trends in Educational Research and Policy Studies - The indispensability of information and communication technology (ICT) components as panacea in checking bank crimes and improving customers service delivery in Ghana

Volume 10 Number 2
  • ISSN : 2141-6990
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The study investigates the indispensability of ICT as a panacea in checking bank crimes and improving customers’ service delivery in Ghana Eco-Bank and Barclays Bank. In carrying out the research, survey design was adopted. The target population comprised all the bank customers in the three Northern Regions of Ghana, but because of time and financial constraints the sample is limited to Eco-Bank and Barclays Bank, Tamale branches. One hundred customers in each branch was randomly selected, also 25 bank officials were purposively selected in each branch. Altogether, 200 bank customers and 50 bank workers constitute the sample for this study. Two research instruments which were self-constructed by the researchers were used to collect the data. The data collected were subjected to statistical analysis such as mean, mode, media, Standard deviation, frequency count, percentage spread etc. The main statistical method used to answer the research questions is one-way analysis of variance (ANOVA). From the data analysis result, it was found that ATM service, SMS banking, E-zwich services, telephone banking and Internet banking are the electronic banking products being offered by Eco-Bank and Barclays bank and patronized by customers. Based on the findings, it was concluded that electronic banking products have impacted positively on the service delivery of the Eco-Bank and Barclays Bank and that customers’ perception has greatly changed as a results of the products. Based on this finding, it is recommended that the place of ICT in the financial sector cannot be over-emphasized. Management of both banks should invest massively in ICT in order to further promote efficient and effective service delivery. Sensitization of customers on the use of electronic services such as internet banking, SMS (mobile) banking and e-zwich banking services which are not well patronized.

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