Abstract:
The study was to examine the knowledge and utilization of e-banking facilities
in Kaaseman Rural Bank in Ghana. The study used a quantitative and
descriptive design of which customers and management of Kaaseman Rural
Bank were targeted. Two hundred and eighty respondents were chosen with the
aid of simple random sampling technique for selecting the customers while
purposive sampling was used to select the managers of the four branches of
Kaaseman Rural Bank. Questionnaire was the main data collection instruments.
Furthermore, the data was analyzed and interpreted by using percentages and
frequencies and presented by using tables, and charts using Excel 2013 version.
However, the responses from the interviews were transcribed verbatim and
discussed thematically based on the objectives of the study. It was found out
that electronic cards such as ATM and e-switch, SMS Mobile Banking, and
Electronic transfer were the only e-banking services at Kaaseman Rural Bank.
Not that withstanding, these services were sometimes not available. There was
no internet banking services at Kaaseman Rural Bank. Also, the level of
awareness of e-banking services was low among the respondents. Respondents
understand its usage and heard about e-banking services through their family
and friends while few heard it from the workers of the Kaaseman Rural Bank.
Respondents knew much about SMS Mobile banking as compared to electronic
cards and electronic transfers. Therefore, it is recommended that Kaaseman
Rural Bank management should enroll sensitization and educative program
about all the e-banking services it offers to the customers for effective usage.
Also, Kaaseman Rural Bank should introduce Internet Banking to ease cost of
transportation among others and time wastage in queuing.
