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The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana.
A Thesis Submitted In Partial Fulfillment Of The Requirements For The Degree Of Masters In Business Administration (Strategic Management And Business Consulting).
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| Format: | Thesis |
| Language: | English |
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KNUST
2025
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| access_status_str | Open Access |
| author | A Thesis Submitted In Partial Fulfilment Of The Award Of The Degree Of Master Of Business Administration (Strategic Management And Consulting). |
| author_browse | A Thesis Submitted In Partial Fulfilment Of The Award Of The Degree Of Master Of Business Administration (Strategic Management And Consulting). |
| author_facet | A Thesis Submitted In Partial Fulfilment Of The Award Of The Degree Of Master Of Business Administration (Strategic Management And Consulting). |
| author_sort | A Thesis Submitted In Partial Fulfilment Of The Award Of The Degree Of Master Of Business Administration (Strategic Management And Consulting). |
| collection | Thesis |
| description | A Thesis Submitted In Partial Fulfillment Of The Requirements For The Degree Of Masters In Business Administration (Strategic Management And Business Consulting). |
| format | Thesis |
| id | oai:ir.knust.edu.gh:123456789/17184 |
| institution | KNUST (Ghana) |
| language | English |
| last_indexed | 2026-06-10T12:31:19.760Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from KNUSTSpace — Kwame Nkrumah University of Science & Technology (Ghana) |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | KNUST |
| publisherStr | KNUST |
| record_format | dspace |
| source_str | KNUSTSpace — Kwame Nkrumah University of Science & Technology (Ghana) |
| spelling | oai:ir.knust.edu.gh:123456789/17184 The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. A Thesis Submitted In Partial Fulfilment Of The Award Of The Degree Of Master Of Business Administration (Strategic Management And Consulting). A Thesis Submitted In Partial Fulfillment Of The Requirements For The Degree Of Masters In Business Administration (Strategic Management And Business Consulting). Internet banking is an internet portal which assists customers to access various forms of banking services in the form of payment of bill, withdrawal, investments and transfer. The study was embarked upon to assess the effect of internet banking adoption on the satisfaction of the customers using the Agricultural Development Bank, Ghana as a case study. Four objectives for the study were: to examine the internet banking activities of the Bank, assess the satisfaction level of the customers, the effect of the adoption on the customers‘ satisfaction and then assessing challenges confronting the platform. Quantitative methodology with the purposive and the convenience samplings were adopted in the selection and administration of the questionnaires which were administer to three hundred and forty respondents comprising customers and staff of the Bank in the Brong Ahafo Region of Ghana. The results of the study are that ADB internet banking platform allows users to make balance enquiry, cheque book requisition, funds transfer, checking and printing bank statements and utility bills payments. Again the study reveals that users are satisfied with the internet banking of ADB. This finding however, shows that those with high educational background are able to comprehend the platform easily in its usage without much difficulty. Also the study shows that Internet banking is more advantageous and more profitable than the traditional banking, less costly compared to face to face banking, convenient with less queuing than the traditional banking practices, even though users have concerns regarding the security and the reliability of internet banking. The challenges of internet banking based on the study include lack of infrastructure, the preference of customers for face to face banking, security risks concerns, cost of adoption for low earning customers, technological illiteracy among bankers, absence of proper laws and regulations regarding internet banking adoption. Management of ADB are therefore called upon to address this situation. KNUST 2025-06-04T17:05:00Z 2025-06-04T17:05:00Z 2017-07 Thesis https://ir.knust.edu.gh/handle/123456789/17184 en application/pdf KNUST |
| spellingShingle | A Thesis Submitted In Partial Fulfilment Of The Award Of The Degree Of Master Of Business Administration (Strategic Management And Consulting). The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. |
| title | The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. |
| title_full | The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. |
| title_fullStr | The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. |
| title_full_unstemmed | The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. |
| title_short | The impact of the internet banking services on the satisfaction of the customer: a case study of the Agricultural Development Bank (ADB), Brong Ahafo Region, Ghana. |
| title_sort | impact of the internet banking services on the satisfaction of the customer a case study of the agricultural development bank adb brong ahafo region ghana |
| url | https://ir.knust.edu.gh/handle/123456789/17184 |
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