Journal of Business and Management Sciences. 2021, 9(4), 192-204
DOI: 10.12691/JBMS-9-4-5
Case Study

Customer Satisfaction on the Impact of I.C.T Based Products on Rural Banks: A Case Study of Anyinam-Rural Bank Limited in Ghana

John Wiredu1, , Yu Bo2, Qian Yang1 and Samuel Akwasi Agyemang3

1School of Management, Northwestern Polytechnical University, Xi’an China

2School of Business, Nanjing University of Information Science and Technology, Nanjing, China

3School of Computer Science, Northwestern Polytechnical University, Xi’an China

Pub. Date: December 03, 2021

Cite this paper

John Wiredu, Yu Bo, Qian Yang and Samuel Akwasi Agyemang. Customer Satisfaction on the Impact of I.C.T Based Products on Rural Banks: A Case Study of Anyinam-Rural Bank Limited in Ghana. Journal of Business and Management Sciences. 2021; 9(4):192-204. doi: 10.12691/JBMS-9-4-5

Abstract

This research sought to assess customer satisfaction on the impact of Information and Communication Technology on Ghanaian rural banks. The extreme contest in the Ghanaian banking area has forced speedy changes due to high-tech innovations, improved awareness, and demands from customers. Nevertheless, some customers have shown their disappointment on unfortunate incidents such as; breakdown in-network, rampant breakdowns of Automated Teller Machine, to mention a few. Thus, the question one may ask is "how do I.C.T. based products contribute to the customer's satisfaction?" In response to the question, 300 questionnaires were given to the Anyinam rural Bank's retail customers randomly selected from one branch. Thus, I.C.T. based products chosen were A.T.M., Branch network, and Short Message Service Alerts. A Likert scale-typed survey was adopted with answers varying from strongly disagree, disagree, neutral, agree, and strongly agree. Also, Microsoft Excel was adopted to analyze the responses and outcomes showed that most of the respondents approve that I.C.T. based products contributed to their satisfaction. Henceforth, in conclusion, customers are satisfied with A.T.M. and SMS Alerts. However, they still use the branch network at least once a month due to limited A.T.M. withdrawal per day 3,000 GHC. Besides, the A.T.M.s cannot make inter-account transfers. The study recommended that Anyinam Rural Bank improve upon the performance of their A.T.M.s to increase customer satisfaction.

Keywords

I.C.T, satisfaction, customers, staff, rural banks, Anyinam, Ghana

Copyright

Creative CommonsThis work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

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