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The Role of Information Technology on Banking Service Delivery: A

Perspective from Customers in Ghana
Kwabena Obiri-Yeboah1* Roderick Kyere-Djan2Kwame Owusu Kwarteng3
Kwame Nkrumah University of Science and Technology,
Private Mail Bag, Kumasi, Ghana
Abstract
Commercial banks and most rural banks in Ghana have aligned IT with their business processes.
The study evaluates the types of technological facilities used by bank customers, the benefit of
technology and its challenges to customers. In order to achieve this, a mixed method approach
was used to collect data using structured and semi-structured questionnaires. The results indicate
that IT facilities used most by customers are ATM, Internet banking, and Electronic Fund
Transfer at Point of Sale. ATM, direct deposit, withdrawal services and branch networking were
the facilities that were highly used and offered by all the banks. The introduction of IT services
by the banks has positively impacted the rate at which customers visits banking halls and
services received. How much knowledge customers had about the services affected the number
of times they would use the service as well as the number of times they visited the banking halls.
Some of the challenges encountered by customers are: low knowledge in using technology
facilities, Internet connectivity problems, challenges posed by internet fraud and IT avoids
personal interaction, making it difficult to get instant solutions to problems. The study
recommends that there should be periodic educational campaigns about the technological
facilities and their usage by the banks to promote customer patronage. The ATM machine should
be monitored always to make sure it has the capacity to provide its 24/7 service as expected of it.
Key words: Information Technology; Banking; Service delivery; IT facilities
1. Introduction
Technological innovations have transformed most industrial sectors, especially due to the
evolution of information-based technologies. In banking services, due to the role of banks as
information-based and its role in gathering and analyzing information, technology has made a lot
of impact on banking services. Information Technology consist of all hardware and software that
a firm needs to use in order to achieve its business objectives. It can therefore be explain in
business context as a set of interrelated components that collect (or retrieve), store, and
distribute information to support decision making and control in an organization (Laudon and
Laudon, 2010). Information Technology (IT) has been defined by Ige (1995) as the modern
handling of information by electronic means, which involves its access, storage, processing,
transportation or transfer and delivery. Langdon and Langdon, (2006) also define IT as a set of
interrelated components that collect (or remove), process, store and distribute information to
support decision making, coordination and control. Technology banking is defined as the
automated delivery of new and traditional banking products and services directly to customers
through electronic, interactive communication channels (Sathye, 1999). Technology banking also
includes all the systems that enable financial institution and customers to access accounts,
transact business, obtain information on financial products and services by technological
means.Laudon and Laudon, (1991) contend that managers cannot ignore Information Systems
because they play a critical role in contemporary organisation.
In present day banking, total automation of banking operations is an imperative need for all
banks to attract more customers, provide efficient and quality services, and survive in the
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emerging new competition, apart from the profit motive which is the primary objective of the
banks. Technology plays a critical role in the performance of core functions of the banks in
Ghana. This has makes the adoption of technology in banking services the only option for banks
to compete in the market(Casuet al., 2006). The rapid progress in information technology is
transforming the way in which banks deliver its services in Ghana. This 21st century has
encountered a lot of technological innovation in banking sector. Some of the services that
technology is providing to the financial services are: ATMs, Mobile Money, Branch Network,
Telephone Banking, Internet Banking just to mention a few. Chou and Chou (2000) identified
five basic services associated with technological banking as: view account balances and
transaction histories; paying bills; transferring funds between accounts; requesting credit card
advances; and ordering checks for more faster services that can be provide by domestic and
foreign bank.Technology has lowered the cost of processing financial transactions, making it
profitable for financial institutions to create new financial products and service for the public; it
has made it easier for investors to acquire information, thereby making it easier for firms to issue
securities and have resulted in many new financial products and services in Europe and other
countries (Mishkin and Eakins, 2009).
Implementation of technology and communication networking has brought revolution in the
operation of the banks and the financial institutions (Yasuharu, 2003). This can be affirmed in
Ghana by the introduction of MTN Mobile Money Transfer, Airtel Zap Money Transfer, Tigo
money Transfer, Mobile notice of transfer, SMS notice and e-mail notice. Introduction of
technology in the banking sector provides a very convenient and effective method of managing
personal finances since it is easily accessible 24 hours a day and seven days a week (24/7). This
has bridge the gap between bank working hours and weekends. There is no need to rush to the
bank on Friday evening. Technology banking enables real time information exchange. Banking
and all banking and financial services in Ghana is regulated by its Central Bank, Bank of Ghana
(BoG). Technology in banking services was introduced to improve performance of banks.
Despites these positive effect of technology on banking, it still pose some challenge to many
institutions but bank is one of the institutions that experience the highest portion of it looking at
the core functions like taking data, storing it, processing it and retrieving it when needed.
In fact, majority of banks in Ghana are already providing technology facilities on banking
services to its customers in one way or the other. However, technology on banking services
remains immature in Ghana as compared to its impact on other countries, it is also believed that
it is negatively perceived and little utilized due to low technological advancement and high
illiteracy rate (Abor, 2005 and Eshun, 2009). Successful technology on banking services offers
some benefits, but they also pose certain challenges. It is believed that technology has impacted
positively on banking services in Ghana. Hence, this study examines the impact of technology on
banking services in Ghana.
More and more industrial and services organizations have invested their time and resources in
Information Technology (IT). Banks, in particular, have invested huge sums of money in
information technology, having their products and services basically supported by it. Identifying
the IT investments and its role in the banking industry is a very important point for the banks.
The answer to the role of technology on banking services in Ghana is still not clear. The main
objective of this study was to ascertain the IT facilities that have been implementedby banks and
its role inservice delivery quality.
The study is therefore to answer the question what isthe role of technology on banking services
quality in Ghana by examining the technology facilities offered by banks in Ghana, benefit of
technology on banking in Ghana and the challenges banks encounter in providing technology
facilities to their customers.The specific objectives are:
To determine the Information Technology service used by customers
To assess the benefit of IT service to the customers
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To explore the challenges in using IT facilities by customers

Little studies have examined the role of technology on banking services in Ghana. This study
examined the benefits and challenges of technology on banking services, which helped bankers,
bank managers and other bank administrators to use it for decision making in terms of
implementing technology in the banking services quality. It also serves as a contribution to
knowledge on technology banking and its role on customer service delivery quality.
2. Literature Review
2.1 The Role of Information Technology on Banking Service Delivery Quality in Ghana
There should be more proactive approach to providing technology on banking services to help
improve the use of technology in the sector. According to the research done by Bradley and
Stewart (2003), nearly every bank will have technology services available by the year 2011.
Surprisingly, they found out that small banks have benefited from the emergence of the
technology on banking as echoed by Vainio (2006) that technology services help small banks
also to strengthen their competitive position. Poon (2008) indicates that privacy and security are
the major sources of dissatisfaction, which have momentously influenced users satisfaction.
Meanwhile, accessibility, convenience, design and content are sources of satisfaction. Besides,
the speed, product features availability, and reasonable service fees and charges, as well as the
banks operations management factor are critical to the success of the e-banks.
2.2 Challenges of Technology on Banking
Thomas et al. (2002) stated that although technology opens up new dimensions of scope and
timing but it creates the possibility for crimes to be committed very quickly. Technology
provides benefits for banks but it worsens traditional banking risks. As the amount of products
and services offered by technology grows rapidly, consumers are more and more concerned
about security and privacy issues. The banking industry has declared information privacy and
security to be major obstacles in the development of consumer electronic commerce. Continuous
vigilance and revisions will be essential as the scope of technology on banking increases.
However, the ease with which capital can potentially be moved between banks and across
borders in a technology environment pose a greater sensitivity to economic policy management.
According to OLeary et al. (1989), two issues come to mind when banks talk about security.
They are privacy and security, controlling who gets access to the banks computer system and its
programmes, and what time to access it. Studies regarding technology on banking examined
barriers such as, security, privacy, and trust of Web system (Rotchanakitumnuai and Speece,
2003). To be more precise, lack of privacy and security were found to be significant obstacles to
the adoption of technology on banking services (Sathye, 1999). Challenges on technology is
inevitable, therefore care must be taking in handling technology since its negative effect can
cause the bank billions of money.Breaches of security and disruptions to the system's availability
can damage a bank's reputation; this can potentially affect other technology banking services and
its usage (Schaechter, 2002).
2.3 Importance of Technology on Banking Services
The importance of technology to bankers and customers are enormous looking at current
technological age as asserted by Heikkiet al. (2002) that technology provides many benefits to
banks and customers in banking services. Study by Agboola (2001) reveals that, Technology has
been discovered to be the main driving force of competition in the banking industry during the
period of study. According to Tornatzky and Klein (1982) relative advantage is an important
factor in determining adoption of new innovations in the banking services. Perceived relative
advantage of technology on banking services is positively related to its rate of adoption among
banks (Agarwal and Prasad, 1998). Study by Eshun (2009) indicates that, IT innovations
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introduced by their banks have greatly influenced and enhanced service delivery in a positive
way.
Another study by Jalal-Karim and Hamdan (2010) on the impact of information technology on
improving banking performance matrix reveals that, there is an impact on the use of technology
in Jordanian banks in the market value added (MVA), Earnings Per Share (EPS), Return on
Assets (ROA), Net Profit Margin (NMP). This has been supported by study by Oseiand
Harvey(2010) that, banks which maintain high levels of investments in IT increased return on
assets (ROA) and return on equity (ROE). Another research conducted by Moyaet al. (2010) on
Technological Innovations in Bank ofAfrica (Uganda): An Evaluation of Customers
Perception generally revealed that, technological innovation have contributed positively to the
provision of banking services in Bank of Africa particularly ATMs and internet banking.
Similarly, as technology services allow customers to access their banking accounts from any
location and at any time of the day, it gives advantage to customers to be able to manage their
finances properly and in a more convenient way. Information Technology (IT) services offer
relative advantages when compared to branch banking and other alternative methods in terms of
price, convenience and performance (Suki, 2010). The banking industry is now using technology
to offer flexible services to the customers with ease and convenience. IT also allows customer to
have direct access to their financial information and to undertake financial transactions with
more convenient way (Rotchanakitumnuai and Speece, 2003). Lneborget al. (2003) discovered
that banks providing technology services experience a significant positive impact on different
performance measures: sales, market share, and amount of new established customer
relationships.
In addition to tangible and measurable benefits brought by IT on banking services, the more
intangible ones are no less important, namely competitive advantage, customer retention and
attraction. Very promising for the banks is also that all of the above mentioned benefits will
eventually increase revenues and reduced costs. On average e-bank customers are more
profitable, maintain larger balances, use more bank products, and are faster in adopting new
products and services, especially when compared to customers using more traditional channels
(Hitt and Frei, 2002). This has been echoed by Flavianet al., (2004) that, Technology on bank
services has a big influence on the image and reputation of the bank, as to the loyalty and
satisfaction of the customer. It is obvious that bank managers are interested in what can be done
to increase the usage of technology on banking services.
Technology banking makes it easier for customers to compare banks' services and products. This
has been supported by Agboola (2001) that, the adoption of ICT in banks has improved customer
services, facilitated accurate records, provides for Home and Office Banking services, ensures
convenient business hour, prompt and fair attention, and enhances faster services. However,
acceptance of this new technology has not yet been found to be equal in all parts of the globe
indicating a lack of a common generalization. Ramayahet al. (2002) suggest that users will
eventually lose interest in using e-banking if they feel that it is not useful to use e-banking even
though the system is rather easy to handle. Despite this, Wang et al. (1999) states that, use of
technology on banking has steadily been growing worldwide for the past decade, and seems to
continue to do so.
2.4 Types of Technological Facilities/Channels on Banking
Technological facilities have been identified to be the distribution channels of Banks.
Technology on banking is really not one technology, but an attempt to merge several different
technologies. The various technology facilities used by banks as revealed from literature (Federal
Trade Commission (Abor, 2005; FTC, 2006 and Eshun, 2009) are: Automated Teller Machines
(ATMs), Direct Deposit and Withdrawal Services, Pay by Phone Systems/Telephone Banking,
Point-of-Sale Transfer Terminals, Personal Computer (PC) Banking Services, Internet Banking,
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Branch Networking, Electronic Funds Transfer at Point of Sale (EFTPoS) and Electronic Cheque
Conversion.Eshun (2009) indicate that, ATM and Branch Network are the most popular
electronic banking delivery channels in Ghana. Internet Banking, Telephone Banking, PC
Banking and EFTPoS, over the years are emerging strongly and its hoped in the years to come,
customers are going to patronise them.
3. Methodology
According to Saunders et al. (2009) methodologyis a general plan of how researchers go about
answering your research question(s). They emphasised on the purpose, the strategy and the
approach. There are three approaches to conduct research: Qualitative based on qualitative
phenomenon; Quantitative based on quantitative phenomenon; and Mixed Method-which
combine both qualitative and quantitative approach. In this study mixed-method technique was
employed thus, both quantitative and qualitative techniques were employed.Combining
qualitative and quantitative data ensures effectiveness of the research process as one can enhance
the findings of the other. This study adopted a case study strategy. Multiple verses holistic case
study was adapted to establish whether the findings of one case occur in other cases and as
consequences, the need to generalize from the findings.
Sources of data for the study were both primary and secondary sources. A structured
questionnaire and interview was used to collect the primary data to answer. Questionnaires were
distributed to customers of Barclays Bank, GCB, and Ecobank Ghana to provide data relevant
for the study. The advantage for using questionnaires is that, it helps to find views as they are in
their natural setting. It also ensured quantifiable responses for the same items from all
respondents. Furthermore, it saved both time and cost to distribute and analyze.The target
population was customers and IT officers at Barclay Bank Ghana, Ghana Commercial Bank
(GCB) and Ecobank Ghana. This group was targeted because the researcher believed that they
could provide the required information to answer the research question.
3.1 Sample Size and Sample Procedure.
Samples of one hundred and fifty-three (153) participants were selected for the study. This
consisted of fifty (50) customers from each bank and the three (3) IT officers in all the banks
were also interviewed using convenience and purposive sampling technique
respectively.ITofficers in the three (3) selected banks were purposely selected. Thus the
judgment of the researcher was used to select them.The convenience sampling technique is to
take a relatively small sample over a very short period of time.This sampling process recognized
the different days within the week that customers comes to the bank. The respondents were
selected throughout the five (5) working days, ten (10) questions for each day for all the banks.
Another factor that was taken into consideration was the time that customers come to the bank.
Questionnaires were given to customers who agreed to participate in the study.
4, Data Presentation and Analyses
4.1 Number of Times IT Services were used in a Month
Table 1 shows that 5.6% of respondents used IT services once a month, 36.7% twice a month,
23.3% used it three times, while 34.4% used IT services more than three times per month. This
means that all the respondents used IT services that the banks offer to customers but majority of
them used these services two times or more.
Table 1 Number of Times IT Services is Used Per Month
Number of Times IT services are Used Frequency Percent
Once
5
5.6
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Twice
33
Three times
21
Four or more
31
Total
90
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36.7
23.3
34.4
100.0

4.2 Services Preferred in the Banking Hall

Table 2 shows that 24.4% of the respondents preferred using IT services in the bank, 3.3%
preferred traditional services, 43.3% want both services, while 28.9% said they had not decided.
This means that respondents prefer IT services in banking services. Despites this, traditional
banking services cannot be underestimated. This is because; there are many services that cannot
be offered via technology alone. Bank clerks are still relevant no matter the level of technology
adoption.
Table 2 Services Preferred in the Banking Hall
Services

Frequency

Percent

IT services
22
24.4
Traditional service
3
3.3
Both
39
43.3
Do not know
26
28.9
Total
90
100.0
Source: Authors field survey, June, 2012
4.3 IT Services Used by Customers
Table 3 indicates the IT services customers of the selected banks use. It shows that all the
respondents (100%) usedATM, 52.8% use internet banking, 52.8% use branch networking, 44%
use direct deposit and withdrawal, 34.1% point of sale transfer terminal, 19.8% used pay by
phone system, 16.5% use electronic cheque conversion, 5.5% use personal computer banking
services, and 3.3% use electronic fund transfer at point of sale (EFTPOS) in ascending order of
usage. This affirms the responses from the bank that, the above technology facilities are provided
by the banks.
Table 3 IT Services Used by Customers
IT Services Used by Customers
Frequency Percent
ATM
90
100.0
Direct deposit and withdrawal services
40
44.0
Pay by phone system
18
19.8
Point of sale transfer terminal
31
34.1
Internet banking
48
52.8
Branch Networking
48
52.8
Electronic fund transfer at point of sale( EFTPOS) 3
3.3
Electronic cheque conversion
15
16.5
Personal computer banking
5
5.5
Source: Authors field survey, June, 2012
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4.4 Benefit of IT Service to Customers

Respondents were asked to list benefit of technology on banking to them. Respondents agreed to
the following as being the benefits of IT to the banking services: Accessibility of account, Proper
management of finance, Cost Reduction, Convenience and Easy access to information. These
benefits are in consonance with literature reviewed. In addition, the following were discovered as
benefits, but these were not derived from review of related literature. They include Ensuring
Security, Time Saving, Speed and Easy Access to One's Account.
4.5 Challenges in Using IT Facilities
The respondents were asked to list their challenges of using IT facilities in the bank. The
following are some the challenges that respondents accepted as being those they face in using IT
services provided by banks. The challenges are: Security, Trust, Privacy, Risk, Limited Skill,
Lack of Familiarities, High Charges and Low Knowledge of IT. These affirm the findings in the
literature review.
4.6 Additional Challenge of Technology Facilities by Customers
In addition to the above, respondents said they encountered the following challenges:
ATM cards sometimes stuck in the ATM
Shortage of cash in the ATM
The ATM may not function well due to internet connectivity problems
You cannot withdrew bigger amount with the ATM
Due to internet fraud many customers fear to do business via the internet
It avoids personal interaction, making it difficult to get instant solutions to problems
Regular break down
The bank authorities should take key note on the services that ATM services provide to their
cherished customers. This is because all the respondents use ATM facilities and it is like a
requirement for any bank that want to survive in this competition age. Despite these challenges,
banks should aspire to increase their technological facilities that they provide to their customers
and used in their service delivery. Technology is now becoming a must in todays environment,
especially service industry.
4.7 Necessary Skill to Use IT Facilities
Table 4 indicates that 77% of respondents have necessary skills to use IT facilities while only
23% do not have the necessary skills to use IT facilities. Majority of the respondents who have
the necessary skills to use IT facilities may be attributed to their level of education; the study did
not find the correlation between education and the usage of IT facilities.
Table 4 Respondent Possess Necessary Skill to Use IT Facilities
Necessary Skill to Use IT Facilities Frequency Percent
Yes
69
77.0
No
21
23.0
Total
90
100.0
Source: Authors field survey, June, 2012
5. Discussion
5.1 IT Services Used by the Banks Derived from Literature Review
According to the study, the technology facilities offered by the banks include: ATM, Personal
Computer Banking, Point-of-Sale Transfer Terminal, Direct deposit and Withdrawal Services,
Electronic Fund Transfer at Point of Sale (EFTPOS), Branch Networking, Electronic Cheque
Conversion, Internet Banking, e-Statement, SMS Alert, Electronic International Transfer,
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Electronic Account Opening and Electronic Salary Processing.In all the three banks, only
Barclays Bank offered all. All selected banks had intention to continuously introduce more IT
services into the products to make banking an experience of a life time to their customers.
The study revealed that customers useATM, Internet Banking, Branch Networking, Direct
Deposit and Withdrawal, Point of Sale Transfer Terminal, Electronic Cheque Conversion,
Personal Computer Banking Services, and Electronic Fund Transfer at Point of Sale (EFTPOS).
ATM, Direct deposit and Withdrawal Services and Branch Networking were the facilities that
are offered by all the banks. Despite this, the usage of ATM is used by all the respondents.
5.2Benefit of IT Service to Customers
The study identified the following as benefits enjoyed by customersthrough the banksIT
adoption:
Accessibility of ones account has become very easy.
Customers are able to actively participate in the management of their funds thereby
ensuring that their money is properly managed in their best interest.
Cost of doing business with and through the banks is reduced.
Customers can do business with the banks from the comfort and convenience of wherever
they may be at the time.
Access to general information about products and/or services provided by banks has
become very simple as well as less costly.
The use of IT based products have greatly reduced the number of times one had to visit
the bank in a month as well as the time one would have to spend in the banking hall on
each visit.
Time saving arising from the use of such products also greatly increased the speed with
which requests, orders, etc are processed. Customers get responses and updates on time
helping them take quick and prompt decisions with speed and accuracy.
5.3 Benefit of IT Service toBanks Service Delivery
The study clearly shows that the introduction of technology facilities by the banks impacted
positively on banking services delivery. Benefits accruing to banks as a result of introducing IT
based products are:increase in competition, fast and efficient in operations, increased sales
revenue, customer retention, it is reliable and accessible, it is convenience (makes banking easier
for customers), gives competitive advantage, it improve performance, increase in market share, it
helps to catch up with growing trends in banking services, increase in usage of banks product,
introduction of new product, reputation building,it reduce fraud, creation of value to customers,
reduction in manual work, less waiting time, it improved storage of information, improved
services and growth. All selected banks stated with emphasis the tremendous reduction in fraud
and fraud related activities as a result of the use of IT in their operations.
5.4 Challenges in Using Technology Facilities by Customers
In a broader sense, customers agreed with banks as to which challenges they face in using
technology facilities offered by the banks. However they also encounter the following
challenges:
Lack of privacy to their information
Low Knowledge in using technology facilities
ATM cards getting stuck in ATM machine sometime
Shortage of cash in ATM machine
ATM malfunction due to internet connectivity problems
Inability to withdrew bigger amount with ATM
Challenges posed by internet fraud as regards doing business via internet prevent them
from doing business with technology
IT avoids personal interaction, making it difficult to get instant solutions to problems
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Regular break down of facilities

Customers face most of these challenges probably due to their level of education and willingness
to use these services, which themselves serves as challenges to the use of technology facilities.
5.5 The Impact of Technology on How Customers Visit the Banking Hall
The study was able to show that the introduction of IT based services by banks has positively
impacted the rate at which customers visited banking halls. The study also revealed that, how
much knowledge customers had about the services affected the number of times they would use
the service as well as the number of times they visited the banking halls after introduction of
these services. It should be noted that traditional banking is still relevant in bank service delivery
especially in our country where the use of technology is low.
7. Recommendations
The following recommendations are presented by the researcher to increase the use of
technology facility by customers:
There should be periodic educational campaigns about the technological facilities and their usage
by the banks to promote customer patronage. This helps customers to know all the technology
services provided by the bank, how it is used and familiarised themselves with it. This will help
both customers and banks to fully benefit from technology as expected. It will also help erode
some of the fear and perception that customers have concerning technology facilities and its use.
The ATM machine should be monitored always to make sure it has the capacity to provide its
24/7 service as expected of it. There should always be measure to load adequate fund in the
machine, especially for weekend usage. Additional services should also be added into the ATM
machine since it is the most common facility that customers are accustomed to. This will help
ease queues and pressure in the banking hall if such services can be received via ATM machines.
Management and staff should be educated regularly to appreciate the impact of technology on
their services. It will also help them to be abreast with any current trend in technology facility
that will help the services delivery of the bank. IT officers should be included in strategic
decision making so that they can add their voice in making decisions. This will enable IT officers
explain to management that, though the initial installation cost of technology is expensive, it will
become zero and even negative in the future. This will encourage management in invest in it
without fear of losing money.
Finally, security measures are supposed to be tightening day by day to make sure customers are
safe in using technology facilities. At first it might be very difficult to steal one million dollars
from a bank, but now with the help of technology, this can be done within a few seconds.
Measure on how customers will protect their information should be posted at every strategic
position. Example as GCB has adopted, before you will have access to their website, they have
this note for you Please be informed that, Ghana Commercial Bank Ltd has never and will
never ask or direct its valued customers to update their internet banking information online
(Login ID, password, transaction pin, etc.). Any email sent to you to that effect should therefore
be disregarded. It is a scam from fraudsters. This will help to reduce insecurity on customers
information to wrong people.
6. Conclusion
The study aimed at getting the role of the adoption of technology into banking services delivery.
It can be concluded that, for banks to remain competitive to deliver quality services to customers,
there is considerable need to be innovative by adopting and diffusing various IT innovations.
Given the increasing competition in the retail banking industry and rapid technologicalevolution,
the question of whether banks should use technology in services delivery is no longer necessary
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given the benefits ofIT on service delivery. This study has demonstrated that technology has play
critical role in banking service delivery. The primaryintention of integrating technology is to
effectively and efficiently serve their customers better. It was also clear that the desire to
introduce IT services into banking activities is basically to be able to compete favourably in
todays competitive business environment. Banks as business entities need to either follow the
trend, by adopting technology in their service services or be phased out.
Technology facilities used by banks, as revealed in the study include: ATM, Personal Computer
Banking, Point-of-Sale Transfer Terminal, Direct deposit and Withdrawal Services, Electronic
Fund Transfer at Point of Sale (EFTPOS), Branch Networking, Electronic Cheque Conversion,
e-Statement, SMS Alert, Electronic International Transfer, Electronic Account Opening and
Electronic Salary Processing and Internet Banking. The introduction of these products has
tremendous advantages on banks as well as on customers. Meanwhile, these benefits have not
come without challenges. Most of these challenges are peculiar with individual banks, but on the
whole all banks with the intention of adopting IT services in their activities face these challenges.
Notwithstanding this, there is bright future for technology on banking service delivery as
technology is gradually becoming the order of the day. In general, use of IT is comparatively
better than the manual system of banking.
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ISSN 2319 6912

(June 2013, issue 2 volume 6)

First A. Author Kwabena Obiri-Yeboah is a lecturer in Management Information Systems at

Kwame Nkrumah University of Science and Technology, Ghana.
Second A. Author Roderick Kyere-Djan is a researcher at Kwame Nkrumah University of
Science and Technology, Ghana.
Third A. Author Kwame Owusu Kwarteng is a lecturer in Management Information Systems at
Kwame Nkrumah University of Science and Technology, Ghana.

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