Measuring Standards and Service Quality of Automated Teller Machines (ATMs) in the Banking Industry of Ghana

摘要

There is no doubt that the Banking Industry in Ghana is growing enormously. The growth of the Banking Industry in Ghana has emerged as a result of a variety of businesses being executed by individual customers in Ghana as well as proliferation of the Oil and Gas Industry which require Banking Investments. From the year 2000, proliferation and emergence of Nigerian Banks such United Bank for Africa (UBA), Intercontinental Bank and Zenith Bank have emerged in the Banking Industry of Ghana. Both private and public Banks in Ghana give out their best to customers in terms of Banking Hall Transactions, Internet Banking, Automated Teller Machine (ATM) Banking, Credit Card Transactions etc. The convenience of using ATM for Banking Transactions by customers of Banks in Ghana has a major role to play in customer retention and satisfaction. This research paper focuses on measuring the ATM standards and service quality of Banks in Ghana with a research focus on Intercontinental Bank Ghana (IBG) Ltd (private) and Ghana Commercial Bank (GCB) Ltd (public) as well as other Banks in Ghana. The methodologies used for this research involved interviews with IT officers of the case study Banks and administrations of questionnaires to a number of Bank customers in Ghana. The research, based on its findings, discusses how to improve ATM standards and service quality of the Banking Industry in Ghana for promotion of productivity and enhancement of customer retention and satisfaction.