文章基本信息

标题：E-Banking Preferences and Middle Class Values in Ghana
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作者：Emelia Opoku Aboagye ; Mary Opokua Ansong ; Joshua Dagadu 等
期刊名称：Journal of Computer Sciences and Applications
印刷版ISSN：2328-7268
电子版ISSN：2328-725X
出版年度：2016
卷号：4
期号：2
页码：35-46
DOI：10.12691/jcsa-4-2-2
出版社：Science and Education Publishing
摘要：The study was premised to assess E-Banking Preferences and Middle Class Values in Ghana in far reaching and inclusive way. The researchers adopted the positivist research paradigm. Overall, ﬁve hundred (500) customers were randomly sample from 26 banks in Ghana to participate in the study. A questionnaire containing 35 items were used to collect the data from the target population and the items were scaled on 5-points Likert scale to compute and assess the responses. The data were analysed with the aid of Predictive Analytic Software (PASW). The regression results show that Sheth-Newman Gross Model of Consumption Values was signiﬁcant in predicting customers’ e-banking adoption in Ghana. ANOVA reveals a p-value of 0.000. The study further revealed that 92.2% variation in use of e-banking are due to social values and conditional values. The study again reveals that functional and epistemic values are not signiﬁcant predictors of use of e-banking (p-value>0.05). Meanwhile, emotional value has signiﬁcant and inverse relationship with use of e-banking (β=-24.2%). The descriptive results also revealed that, direct deposit and withdrawal services were the appropriate and satisfactory service preferred by clients showing the mean of 4.1879 and the standard deviation of 0.7. Again, ATM was identiﬁed as the next appropriate and satisfactory service preferred by clients revealing the means of 4.0 and standard deviation of 1.0. However, the less appropriate and satisfactory services use by client was Electronic fund transfer at point of sale (EFTPOS) showing the mean of 3.6222 and standard deviation of 0.77975. We herein propose the banks to adopt excellent customer education to improve public conﬁdence in the system such as Deming 14 Principles on Quality Service and the Japanese Kaisen Principles to ensure complete e-banking adoption in the banking industry.
关键词：E-banking; customer preference; customer value; business