Volume 15, Issue 1, May 2015, Pages 161–174
Baba Hananu1, Abdallah Abdul-Hanan2, and Haruna Abdul-Rasheed3
1 Department of Internal Audit, University for Development Studies, Tamale, Ghana
2 Department of Agribusiness Management and Finance, University for Development Studies, Tamale, Ghana
3 Department of Accountancy, Tamale Polytechnic, Ghana
Original language: English
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The banking sector is becoming more competitive in recent times. Customers are the most significant factor and quality customer service is tool for surviving these competitions. Banks invest in Information Communication Technology and introduce new innovations with the aim of serving the existing customers better and attracting new customers. This study aims to evaluate the effects of Information Communication Technology on Quality Customer Service Delivery in the commercial banks. A multi-stage sampling was used to survey a sample of 476 customers from the selected banks. The analysis revealed that Information Communication Technology has positive effects on quality customers' service delivery in the banking sector. Information Communication Technology has enabled customers to access their accounts at any location at any time, know the transactions that affect the customer accounts through the transaction notification service subscribed by the customer. The study also revealed that Automatic Teller Machine is the most used delivery channel by customers. Challenges face by the banks in delivering service with information communication technology included the low information communication technology, literacy level of customers, high cost of providing security for data, fraudsters and hackers, and inadequate information communication technology professionals. It was recommended that banks should educate and intensify the campaign on the use of both old and new electronic delivery channels, ensure constant availability of banking services delivered through these channels.
Author Keywords: Banking industry, ICT, Likert scale analysis, Customer service delivery, Tamale metropolis.
Baba Hananu1, Abdallah Abdul-Hanan2, and Haruna Abdul-Rasheed3
1 Department of Internal Audit, University for Development Studies, Tamale, Ghana
2 Department of Agribusiness Management and Finance, University for Development Studies, Tamale, Ghana
3 Department of Accountancy, Tamale Polytechnic, Ghana
Original language: English
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
The banking sector is becoming more competitive in recent times. Customers are the most significant factor and quality customer service is tool for surviving these competitions. Banks invest in Information Communication Technology and introduce new innovations with the aim of serving the existing customers better and attracting new customers. This study aims to evaluate the effects of Information Communication Technology on Quality Customer Service Delivery in the commercial banks. A multi-stage sampling was used to survey a sample of 476 customers from the selected banks. The analysis revealed that Information Communication Technology has positive effects on quality customers' service delivery in the banking sector. Information Communication Technology has enabled customers to access their accounts at any location at any time, know the transactions that affect the customer accounts through the transaction notification service subscribed by the customer. The study also revealed that Automatic Teller Machine is the most used delivery channel by customers. Challenges face by the banks in delivering service with information communication technology included the low information communication technology, literacy level of customers, high cost of providing security for data, fraudsters and hackers, and inadequate information communication technology professionals. It was recommended that banks should educate and intensify the campaign on the use of both old and new electronic delivery channels, ensure constant availability of banking services delivered through these channels.
Author Keywords: Banking industry, ICT, Likert scale analysis, Customer service delivery, Tamale metropolis.
How to Cite this Article
Baba Hananu, Abdallah Abdul-Hanan, and Haruna Abdul-Rasheed, “Evaluation of the Effects of Information and Communications Technology (ICT) on Quality Customer Service Delivery in the Banking Industry: Evidence from Selected Banks in the Tamale Metropolis,” International Journal of Innovation and Scientific Research, vol. 15, no. 1, pp. 161–174, May 2015.
