KNOWLEDGE AND UTILISATION OF E-BANKING FACILITIES IN THE NATIONAL INVESTMENT BANK IN CENTRAL REGION OF GHANA

ABSTRACT Knowledge  and  utilisation  of  e-banking  facilities  by  customers  of  financial institutions  have  attracted  increasing  attention  in  both  the  developed  and developing  world  due  to  importance  of  e-banking  in  influencing  faster business activities. This study examined the knowledge and utilisation of ebanking  facilities  in  3  branches  of  the  National  Investment  Bank,  Central Region of Ghana. The branches are Cape Coast, Dunkwa and Swedru. The study used a cross-section data set within a descriptive research design. The study  employed  quantitative  approach  in  the  study  and  data  collection  was done using questionnaire. A total of 370 respondents including customers and 3  managers  of  the  bank  were  selected  using  simple  random  sampling technique and interview respectively. Analyses of the data were done by using descriptive analysis. The study revealed that majority of the respondents use electronic cards at NIB and they are aware of e-banking facilities available at NIB.  In  addition,  the  study  showed that  majority  of  the  customers  have  full knowledge of e-banking facilities. Finally, the results revealed that greater part of the respondents effectively use the e-banking facilities. The study therefore recommends  that  management  of  NIB  and  the  banking  industry  in  general must improve on the  electronic banking services to increase  availability  and accessibility  of  these  facilities.  Also,  management  of  the  NIB  Bank  should intensify  the  awareness  creation  on  the  availability  of  e-banking  facilities  in the country.