Abstract:
Knowledge and utilisation of e-banking facilities by customers of financial
institutions have attracted increasing attention in both the developed and
developing world due to importance of e-banking in influencing faster
business activities. This study examined the knowledge and utilisation of e
banking facilities in 3 branches of the National Investment Bank, Central
Region of Ghana. The branches are Cape Coast, Dunkwa and Swedru. The
study used a cross-section data set within a descriptive research design. The
study employed quantitative approach in the study and data collection was
done using questionnaire. A total of 370 respondents including customers and
3 managers of the bank were selected using simple random sampling
technique and interview respectively. Analyses of the data were done by using
descriptive analysis. The study revealed that majority of the respondents use
electronic cards at NIB and they are aware of e-banking facilities available at
NIB. In addition, the study showed that majority of the customers have full
knowledge of e-banking facilities. Finally, the results revealed that greater part
of the respondents effectively use the e-banking facilities. The study therefore
recommends that management of NIB and the banking industry in general
must improve on the electronic banking services to increase availability and
accessibility of these facilities. Also, management of the NIB Bank should
intensify the awareness creation on the availability of e-banking facilities in
the country.
