The effect of digital banking on customer service delivery: a study of Ecobank Ghana

Yeboah, Bismark Kwame

The research investigated the effect of digital banking on customer service delivery using Ecobank Ghana as a study. This bank was used because it is one of the leading and notable banks in Ghana which the highest level of technology being deployed within and beyond to service their customers to every breadth and length. The research showed the effect of digital banking and implemented the appropriate literature to emphasise this topic for which it is being discussed. Ecobank was used as a focal point to reflect the stage of growth of Ghanaian banking and how customer service and technology are relevant to the banking industry. Over the years, Ghana has documented and recorded and measured significant progress in the banking industry, banks like Ecobank set the pace to offer competition to its competitors to step up their game to ensure customer service is top notch through digital banking channels that go a long way to have a positive experience on the impact of consumer banking. Using the economic models such as inferential analysis, test for normality, Multicollinearity tests these made us gather, measure and interpreted the data gathered for this project and through it all it was used in the study to assess the patterns and growth in customer service delivery in the banking sector.

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