DECLARATION

We the under signed, here by declare that this project has been undertaken by us and is unaided work. It is submitted in partial fulfillment of the requirement of the Higher National Diploma in the field of Marketing in Kumasi Polytechnic. We further declare this project work has not been submitted for any certificate or examination in any institution.

(SIGNATURE) --------------------------ARKHURST JOSEPH

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(SIGNATURE) -------------------------ASAMOAH KWARTENG KWAME

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(SIGNATURE) --------------------------AFRANE LINDA

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CERTIFICATION
This is to certify that, this project work was undertaken by Mr. Arkhurst Joseph, Mr.Kwanteng Asamoah and Miss. Afrane Linda. And this meets the requirement for the award of Higher National Diploma Marketing (HND) in the School of Business and Management Studies, Kumasi Polytechnic.

(SIGNATURE)---------------------------MR. ASIAMA YEABOAH (PROJECT SUPERVISOR)

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(SIGNATURE)-------------------------MR.SARPONG-KUMANKUMA. Y (HEAD OF DEPARTMENT)

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DEDICATION
We dedicate this project work to the Almighty God for His guidance and protection and also to our parent and love ones for their encouragement and moral support which has led us to a prosperous life.

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ACKNOWLEDGEMENT
We will like to express our heartfelt gratitude to the Almighty God for giving us the greatest opportunity to be able to write this dissertation and especially showing this favor upon our lives during the three-year course. Our sincere thanks go to all the staffs of Marketing Department especially to our supervisor Mr. Asiama Yeboah for his guidance throughout the research process and the management and staff of Ghana Commercial Bank, Asafo Market Branch, Kumasi. Our profound gratitude also goes to our parents for their support in financially, psychologically and spiritually and also to all the authors whose books we used as references in writing this project.

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LIST OF TABLES AND CHART Tables 4.2.1 4.2.2 4.2.3 4.2.4 4.2.5 4.2.6 4.2.7 4.2.8 4.2.9 4.2.10 AGES OF RESPONDENTS SEX OF RESPONDENTS OCCUPATION OF RESPONDENTS AWARENESS OF IT. INNOVATIONS USAGE OF THE IT. INNOVATIONS VISITATION TO THE BANK TIME SPENT AT THE BANK QUALITY SERVICE DELIVERY GENERAL CUSTOMER SATISFACTION BENCHMARKS FOR AN IDEAL BANK Pages 21 22 23 24 25 26 27 28 29 30

ABSTRACT In Sub-Saharan Africa, developments in information and communication technology are radically changing the way business is done. These developments in technology have resulted in new delivery channels for banking products and services such as Automated Teller Machines (ATMs), Telephone Banking, PC-Banking, and Electronic Funds Transfer at Point of Sale (EFTPoS). This study evaluates the perceptions of banking customers regarding the effect of technological innovations on banking services in Ghana. The study focused on customers with banks that have at least one form of technological innovation. The results of the study generally indicate that, technological innovation or electronic delivery channels have contributed positively to the provision banking services and the growth of the Ghanaian banking industry. Keywords: Information Technology, Electronic Delivery Channels, Banking, Ghana

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TABLE OF CONTENT

CONTENT Declaration Certification Dedication Acknowledgment List of Tables and Charts Abstract Table of content CHAPTER ONE 1.0 INTRODUCTION 1.1 Background to Banking 1.2 Problem Statement 1.3 Objectives of the Study 1.4 Purpose 1.5 Significance of the Study 1.6 Limitations of the Study 1.7 De Limitations of the Study 1.8 Methodology 1.9 Organization of Papers CHAPTER TWO 2.0 REVIEW OF LITERATURE 2.1 Introduction 2.2 Technological History of Ghanaian Banks vii

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2.3 Forms of Its Innovations (Electronic Delivery Channels) 2.3.1 Automated Teller Machines (ATMs) 2.3.2 Telephone Banking 2.3.3 Personal Computer Banking 2.3.4 Internet Banking 2.3.5 Branch Networking 2.3.6 E-Zwich 2.4 History of Ghana Commercial Bank CHAPTER THREE 3.0 METHODOLOGY 3.1 Introduction 3.2 Sources of Data 3.2.1 Primary Data 3.2.2 Secondary Data 3.3 Research Tools 3.3.1 Questionnaires 3.3.2 Observation 3.3.3 Personal Interview 3.4 Population 3.5 Developing a Sample Unit 3.6 Selecting a Sample Size 3.7 Sampling Method 3.8 Study Design CHAPTER FOUR 4.0 PRESENTATION AND ANAYLSIS OF DATA 4.1 Introduction 4.2 Characteristic of Respondents 4.2.1 Age Distribution 4.22 Gender Background viii

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4.2.3 Occupation Background 4.2.4 Awareness of IT. Innovation 4.2.5 Usage of IT. Innovation 4.2.6 Visitation to the Bank 4.2.7 Time Spent at the Bank 4.2.8 Quality Service Delivery 4.29 General Customer Satisfactions 4.2.10 Benchmarks for an Ideal Bank 4.3 Personal Interviews 4.4 Observation CHAPTER FIVE 5.0 SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS 5.1 Introduction 5.2 Findings 5.3 Conclusion 5.4 Recommendation Reference Appendices A. Questionnaires to Ghana Commercial Bank B. Questionnaires to Banking Customers

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