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COURSE: Master Thesis in Business Administration 15 ECTS

Research problem

To what extent do customers' at Standard Chartered Bank in Kumasi adopt internet banking?

Purpose of the study

The purpose of this study is to explore barriers and drivers to the adoption of internet banking among customers at the Standard Chartered Bank-Kumasi.

Research Question

• Are customers at Standard Chartered Bank-Kumasi aware of the existence of internet services in their bank?

• What factors may motivate Standard Chartered Bank-Kumasi customers to adopt internet banking?
• What factors may impede the adoption of internet banking by the customers of Standard Chartered Bank-Kumasi?

Methods

The authors adopted the qualitative method which seeks in-depth information from respondents. The authors also relied on both primary and secondary data. The primary data is obtained through telephone interview. The secondary data use includes books and journals as well as internet sources. The principal theories used are the diffusion of innovation by Rogers (2003) and the hierarchy of effects model by Evans et al. (2006).

Conclusion

The analysis from the study has shown that, many factors such as education, need age, etc are the driving force that influence customers in our study to adopt internet banking. Other factors include the perceived ease of use and perceived usefulness is important for the customers to adopt internet banking. The study has revealed that, most customers consider the adoption of internet banking as associated with high cost, complexity to use internet and lack of security as well as low awareness are some of the factors hindering the adoption of internet banking among the customers in our case study.

Keywords: adoption, internet banking, Ghana, information and communication technology.