Technological Innovations in Banking: User Acceptability and Payment Problems in Ghana: A Case Study of Zenith Bank Ghana Limited

Abstract

This study sought to uncover technological innovations in banking emphasising user acceptability and payment problems in Ghana, and selected Zenith Bank Ghana Limited as the case study. Questionnaire was the main research instrument adopted, hence designing separate ones for bank officials and customers. Data from secondary sources were also used. The study is a qualitative research and employed the descriptive approach. The population for this study was customers from (8) branches of Zenith Bank in Accra out of a total of 15 branches in the region, including 10 bank officials from the bank’s headquarters in Accra. Convenience sampling method was used to sample 80 customers from the total population. Technological innovations have led to: customers accessing their accounts anywhere without visiting a branch; significant improvement in service quality delivery; reduced queues and time involved in banking transactions; customer empowerment; product choices; and reduction in payment problems.